Edward J Bertagnolli, DDS

I have made multiple calls since receiving the complaint on 7-21-15.  I have only been able to exchange one voice mail with [redacted].  I informed [redacted] that no one from this operation was holding him accountable for the $4500 that was in the complaint.  I apologized...

for any rep behavior that was inappropriate and let him know I would handle internally if I found any evidence of inappropriate behavior.  I have been unable to find any evidence of bad behavior.  [redacted] referred to emails of harrassment and I asked him to  forward those to me so I could understand what he was talking about.  I gave my email address but have not received any emails at this point.  [redacted] said that he was still being contacted to this day but I have fornd no evidence of that after talking to my sales manager Ryan B..  I am considering this matter resolved unless I can get any further information from [redacted].

Below is a summary of actions / communication to follow-up on the customer’s complaint.  Thanks. Complaint # [redacted] Action taken by:  Brad D., General Manager Brad’s Notes: After the customer’s initial complaint to the Revdex.com in January 2016, I reached out to the owner...

and listened to his concerns regarding pricing and the contract. After discussing the situation, I agreed to discontinue service immediately per his initial request and he agreed to pay the remainder of his past due balance in full. We agreed at the time that this complaint should be considered resolved.    Brian K. | Customer Experience & DesignCintas Corporation  office ###-###-####  [redacted] [redacted] [redacted]  [redacted] * [redacted]

Cintas representatives met with the company on the 31st at 3:30 PM and address their concerns. We made some changes to their account which will fix their concern.

Dear Revdex.com, I sent the certified letter to CINTAS on the 29th of November. Yesterday, I received a certified letter from CINTAS stating that they are demanding payment in full on the 22nd of this month for the amount of $5612.47 as a buy out. They are the ones that changed the terms of the initial contract. The terms were for 36 months. NOT 60. They are questionable in their tactics. If we had a 36 month contract, then the renewal date should have been on 04/15/12, Why did they have us sign a renewal a year earlier? Even at 60 months, the renewal date would have been 04/15/14. Here they show me a contract signed on 04/27/11. At 60 months, the renewal date was 04/27/16. Where is the new renewal that was signed on THAT date? We had to sign a renewal the other time, what is different? They have yet to show me the ORIGINAL contract that was signed on 04/15/09.  Yet when I called CINTAS in November, the young lady I talked to on the phone told me we were not under a contract any longer and that is was month to month.The manager Jeremiah, in a phone conversation with me on November the 18th, told me that the terms of the ORIGINAL contract transfers over to the renewal. That means that the 36 month contract is what the terms should be. They did not correctly write up the renewal agreement to show those terms. The owner of the company did sign the agreement on 04/27/11 not understanding that the terms HAD been changed. We trust our vendors to supply us with the services they state. The actions of CINTAS have been deceitful and untrustworthy, after reading the many many complaints about them, it is our fault for not doing a background check on them prior to signing any contract. Attached are copies of the letter and contents I received.                                                                                      Thank you,   [redacted]

I spoke with [redacted] as a follow up to her concerns.  She stated the garments had been picked up as requested and her concerns had been taken care of with no other open issues.

Revdex.com,   this is a copy of the letter I received Friday from CintasPer our conversation earlier today, [redacted] shirts will be shipped on Tuesday, 09/19.You will have them delivered by UPS on Wednesday, 09/20. We were able to get the order moved 2...

days ahead. Thank you,Annette   Annette J[redacted], Customer Service PartnerCintas Corporation | [redacted]     [redacted]Phone ###-###-#### | fax ###-###-####[redacted] | www.cintas.com   Hi Annette, We have moved the shipping date up to 9/19 and to be in hands by 9/20. Hope this helps! Have a good weekend Thank you,Miles R. Miles R.Decorated Apparel Division

On 9/19/16, [redacted]s owner[redacted] called into Cintas to request a copy of her agreement.  Service Managers, Jay H. and John G. both reached out to [redacted] to discuss any concerns she may have.  Jay H. met with [redacted] to review her agreement and per their discussion...

stopped some of the chemicals on her account to assist in making the invoice more manageable for the customer monthly.  After we received [redacted] complaint on 10/18/16 Jay H. and John G. called [redacted] to set up a meeting.  Jay met with [redacted] on 10/19/16 to review the agreement again and per their discussion we stopped the air fresheners on the account.  [redacted] stated she did not see the value in the air fresheners.  [redacted] agreed to the resolution and stated that she was satisfied with the resolution.  Jay H. also provided [redacted] with his cell phone number and told her to contact him if she has any further questions or concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint
No one from my store has ever made any request to HOLD service !!! As part of agreement with your sales rep, service was
stopped after April 2015. Your sales
rep knows very well and should have put it on his paperwork. Either he made a mistake or did with a
purpose. Since I reported the dispute to your regional office there were no sincere
efforts made to resolve the matter or work on alternatives
We can use winter mats and I am willing to work on new arrangements
similar to what we had last year. I can use
your service for this winter as wellBut
as I clearly stated I work on a term contract at the store and [redacted] does not give me authority to make long term commitments
I am person of integrity and honesty and I never had to deal with issues like this
before. There are complaints on Revdex.com
in past one year against CINTAS and some are very similar to mine. As a company that should mean something to
you. In good faith I have made my best efforts to
resolve this matter and offer an alternativeIf you
decide not to work with me, I have no
other option but pursue matters further
Regards,
[redacted]

[redacted] contacted Cintas in November of 2015 to inquire about cost savings.  Cintas passed along some options that would lower their cost.  [redacted] contacted Cintas again in December of 2015 stating they wanted to quit their service due to stained garments.In trying to work through different...

options as well as discuss current service issues and resolutions going forward customer was unresponsive to our location.  Due to the lack of an agreement this account has been turned over to our attorney.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
The Cintas response does not address the root cause of the customer services issues. Yes, they do resolve issues that we have as of recent; but we still have to follow up from the company. They have offered to meet with us, but I'm not 100% sure how a meeting will resolve the issues...
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]

A Cintas representative, Joey J.met with both [redacted] and [redacted] on Friday, November 13, 2015 and has worked out a new service that meets the [redacted] business needs.  Jeff W., General Manager for Cintas in [redacted] personally spoke on the phone with both [redacted]...

[redacted], [redacted] and [redacted] in seperate conversations to confirm they are happy with the gameplan.  Jeff also sent Bill his contact information in case he needs any additional help or has any questions.  It is Cintas's hope that we have resolved this issue and hope to be a good supplier to the [redacted] and the [redacted].

I spoke with the customer on 1/15 to determine which account and which person on the account she was referring to.  The uniforms are for her husband, [redacted], and there is a problem with the emblems that were applied.  I will be picking up the shirts tomorrow, January 16, and...

will have them back to him later this week.  I apologize for the inconvenience this has caused.

We have still not received any refunds.  The agreement was to continue services when they  corrected the accounting error.  They did not fix that problem and continued to charge our account.  At that point we decided to cancel completely.  We feel they still owe refund money but at this time we will accept their response and accept cancellaton.

A Service Manager and a Sales Manager met with [redacted]. ...

Due to the miscommunication during the sales process, we explained how the chemical program works and how billing will be monitored.  He agreed to continue with Cintas service. [redacted] will even be getting a new logo mat to proudly display at their entry. We have ordered his waterless chemical units and will complete a goodwill with [redacted] in 2 weeks once he receives his new items.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   We have been meeting with the managers of Cintas with no resolution, we have shown them a significant timeline showing that their bad quality service has been going on for the last 16 months. We have not met with one of the competitors as we are still held to the contract with [redacted] now Cintas Corp. It is not about the price it's about getting what we pay for, we are paying for good quality so therefor we expect good quality service! The manager Brian took our uniforms home and washed them himself so he saw that the uniforms are not clean when Cintas washes them. Attached are the documents that show some of the issues we have been experiencing since the beginning of the contract. 
Regards,
[redacted]

The Service Manager spoke to the customer and offered to upgrade the mats to the High Performance Traffic series at the same cost, the offer was rejected and the customer wishes to continue with cancellation. There was no previous history with regards to the mat quality or service. Account has been...

placed on hold (contract dispute) and early termination fee will be executed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I have reviewed the notes from Chris D, and disagree with the series of events and the information that was stated.  First and foremost, I want to be clear that I didn't cancel services due to price.  Apparently Chris didn't listen to a word that I said when he spoke to me on January 11th.  What I said was that Jay, the SSR did come every other week as he should but that some of the chemicals were not getting filled.  I then stated that it is too expensive to continue to pay for something I am not getting so I went with [redacted] for chemicals since I only have to buy chemicals when I need them rather than Cintas billing me when I am not receiving product.  I never once said that Jay did a good job!  This was Chris interpretation.  Nor did I say I was leaving for price This is a total fabricated lie!  In fact, Cintas' contract states that a customer has the right to refuse price increases at any time.  Chris' comments that I refused to keep the mats because they were too expensive is also incorrect.  I did go with [redacted] for mats, but not because of price.  In fact, [redacted] matched the same price I was getting from Cintas and we added additional services with them.  Proof that our suspension of Cintas services was strictly due to the improper servicing of our account.  When Jay arrived on January 5th, I informed him that we were suspending services.  He said, "It looks like you went with [redacted], good luck!"  That is when I informed Jay that I didn't go with [redacted] but rather [redacted].  Otherwise, Cintas would not have known who we went with.     I find it perplexing that Chris is stating that he was never once contacted regarding our account.  This is again a lie.  Let me refresh Chris' memory that I contacted our Salesman, Mike S. early in 2016 due to the same problem. Mike them contacted Chris who spoke to Jay about not filling the chemicals.  Jay's response to us was that he couldn't afford to lose another account.  Chemicals were then being filled appropriately for a few months.  In the 4th quarter of 2016, the problem started and persisted again. Perhaps Chris should ask Jay why he didn't have the key to the chemical systems since Cintas owns the chemical systems?  Chris' comment that the chemical spend of $30 every other week was reasonable given the size of our facility.  I would agree with this assessment if we were actually receiving the chemicals we were being billed for.  If Chris thinks this is okay then I suggest Chris pay the $30.00 out of his pocket without receiving the products and we will keep the services.  Chris statement regarding his request for me to keep some services is factual.  I declined since I can no longer trust that Cintas will deliver the services that they promised.  Again, proof that our suspension of services was 100% due to service.  I am not going to continue to have to contact Cintas for improper servicing of our account.  Why hasn't Chris ever visited our facility given the problems we had in the past?  Why hasn't our salesman, Mike S. called us back?  I find it interesting that Cintas is all over this now that we cancelled our contract but we never heard from anyone until now.  If Cintas wishes to pursue its allegations that we breached the contract, we will move forward with seeking damages against Cintas for fraudulently billing us for services that were not received.  
Regards,
[redacted]

We spoke with [redacted] Corporate and they suggested they would deal with the employee's station manager. We reached out to the employee personally and apologized for our mistake and informed the customer that the [redacted] Corporate office wanted to work with his station manager about getting...

him a no charge jacket. We turned over the employee number to [redacted], our main [redacted] contact. She was going to deal with the station. She understood our issue was an honest mistake and was fine with our plan to request the employees return the jackets or to deduct the allotment for those who chose not to return them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.This is not the proper way of handling business. Businesses should not be automatically enrolled in a new contract for five years. This was a change over not a completely new contract. 
Regards,
[redacted]