I've been a customer of Cintas at my fitness club in Rhode Island for the past 10 years, and my experience has been nothing short of frustrating. While the equipment itself has never malfunctioned, the service has been consistently dismal.
Five years into the contract, I tried to cancel due to poor service. The service manager at the time came in person and assured me that things would improve. Trusting their word, I gave them another chance. Unfortunately, the next five years were marked by a high turnover of drivers, none of whom stayed long enough to establish consistent service.
The final straw came over a five-week period when everything fell apart. Our soap dispenser broke, and despite the driver acknowledging it needed to be replaced, two weeks went by with no action. The driver then quit, leaving us with no service at all. Calls to corporate went unanswered, and we were left without toilet paper and paper towels in a busy fitness club. I had to send one of my employees out to purchase supplies just to keep us operational.
When I finally reached the service manager, Joseph, he explained that he had been on vacation, which was why no one had returned my calls. He assured me that someone would come the next day. They did, but only brought two rolls of toilet paper and no paper towels. After expressing my desire to cancel the contract due to the ongoing issues, I was told they had the right to fix the problems first. I reluctantly agreed, but the following week, no service was provided once again.
I notified the service manager that I would be breaking the contract due to the lack of service and communication. His response? A brief and indifferent message stating that they would cancel my service and pick up their dispensers on the 27th. No apology, no attempt to rectify the situation. It's clear that the Southern Rhode Island section of this company is sorely lacking in leadership, communication, and the ability to provide the service they're being paid for.
Today is the 27th, and guess what? Nothing has been picked up. This has been an incredibly disappointing experience, and I cannot in good conscience recommend Cintas to anyone. read more