Unifirst Corporation

Our local UniFirst management team has talked with the business’s ownership to discuss their noted concerns. As a result of the meeting, both parties have come to mutually agreed upon resolutions to terminate our agreement earlyIt is our understanding that all concerns have been addressed
and both parties are now completely satisfied with the outcome

Regarding this customer’s concerns, our local UniFirst management met directly with the ownership of the business to discuss the issues at hand. As a result of this meeting, we believe all concerns have been resolved in an agreeable manner for everyone involved

UniFirst takes pride in consistently conducting business in an honest and ethical manner, and we take customer satisfaction very seriously which is how we have become a leader in our industry. Upon receiving this complaint, our local area General Manager, who oversees the servicing of this
account, contacted Mr*** to discuss his concernsIt was determined that the billing inaccuracies mentioned were not part of any formal “rate increases”, but due to an inadvertent recurring charge that hit Mr***’ account after installationUpon recognizing this billing error, our Manager immediately removed the charge and he is issuing a credit in the disputed amount of $to the customer’s account. Our local Branch Manager will also visit Mr*** later today to begin building back a solid working relationship, as well as confidence that he will receive quality handling of any service issues that may come up going forward. We believe Mr*** is satisfied with the mutual resolution and we hope to make him a fully satisfied UniFirst customer once again

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.I want to thank *** *** for getting this straight for us and as stated a representative did come by but I was out of officeWe look forward to doing more business with Unifirst
Regards,
*** ***

Our UniFirst Regional Vice President spoke directly with Mr*** in good faith to address and resolve his concerns and the details of his complaint in an effort to come to a mutually satisfactory agreementBoth sides provided some valuable feedback for better understandings, and as a result it is our belief that UniFirst and Mr*** have now, in fact, resolved the issues at hand and have worked out our differences in an agreeable manner for all involved

Regarding the *** *** *** customer complaint; our local management has been working with the new owners since September when we heard they were going through a bid process for their uniform services and we, as the current contracted provider, were not involved. This was
surprising to UniFirst as there were no known unresolved issues and there was still years left on the year service agreement which was signed in October 2016. During a meeting on 09/13/with one of the new owners, our management provided a copy of the current agreement and explained they still had years remaining on the agreed upon termConditions of the current uniforms were discussed and we subsequently agreed to replace and upgrade all their employee uniformsAt no point during this meeting were there indications that they would like to cancel their UniFirst serviceIn fact, our local management left the meeting under the impression that they would be contacting us to let us know of their new uniform garment selections. On 09/29/17, the other owner called and unexpectedly notified us they had decided to go with a competitor and asked us to pick up their products on 10/02/17…but we did not understand why based on the status of the current agreement and the history of the accountOn 10/02/our local management met with both owners. Apparently there was miscommunications between them, as it seemed no one knew about the 09/13/meeting, nor of the status of the current agreement. We were then surprisingly presented with past service issues that were unknown to management, but the owners claimed were previously communicated to our Route Sales Representative. As of 11/03/17, our customer has acknowledged that all issues have indeed been resolved, except they are still unhappy about being in a binding service agreementAt this point, we have resolved all issues and are simply waiting on their new uniform product decisions. Per our agreed upon and signed service agreement, there are specific steps to be taken by the customer if and when they wish to terminate service based on ongoing performance issuesThese steps, which were agreed to by both parties, were not taken and we believe any issues have been addressed and resolvedSpecifically, we did not receive the required 60-day cancellation letter (notification in writing) outlining issues and timetable for them to be resolvedAlso, per our mutually signed agreement, it states that in the event the customer business sells or transfers ownership, the purchaser or transferee assumes all obligations and responsibilities under the agreementWe fully intend to continue with our service obligations to this customer, to provide new employee uniform products for their rental program, and to maintain our business relationship for at least the years that are left on the current agreement

UniFirst takes pride in consistently conducting business in an honest and ethical manner, and we take customer satisfaction very seriously which is how we have become and remained a leader in our industry. Regarding the *** ** *** *** comments: many of the details noted by this customer are
simply not accurate, and many important points on this matter were excludedAs so often happens in business, there are two sides to every storyMr***’s wife *** did sign a binding contract with us, agreeing to the terms of the contract; we were not made aware of any significant service concerns until after we learned that one of our competitors had come in and offered “low-ball pricing” to take the account from UniFirst; we tried to renegotiate the terms of our contract to be agreeable to both sides; and we even tried to work out acceptable terms to the buyout costs and payment to terminate the contract early (as was agreed to in the signed contract)All efforts to address the concerns and to arrange acceptable terms for an early contract cancellation were to no availAs a result, and per our agreement, this matter is now in arbitration for a balanced, third party approach to resolve the matters at hand

In regards to Mr***’ complaint, although the customer’s service was initially suspended for non-payment, they were allowed several opportunities to resolve their delinquencies and they continually failed to do soIn reference to his complaint: “went through my office MAIL and opened stamped
letters,” our UniFirst Route Sales Representative (RSR) was handed a sealed envelope by an employee of Mr***’ and was told “it’s all there.” referencing the delinquent amount needed to reinstate service. As instructed by UniFirst management, our RSR opened the envelope to verify the amount of the payment, which was less than half the amount needed to reinstate serviceBy no means would a UniFirst representative “go through office mail” or “open stamped letters” not addressed to UniFirst or a UniFirst representative as was implied in the complaint. Our local UniFirst management team has recently reached out to Mr*** on two occasions in an attempt to request a meeting to come up with an amicable resolution, but unfortunately Mr*** has not returned any of our calls to dateWe would still like an opportunity to meet with him to come up with a mutually agreed upon resolution here

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[This company in NO WAY tried to meet with me, they continually played games on the phone and laughed at my complaints.  They are suing me for $25k while they have my balance due at a collector, totally contradicting one another.  They have not picked up equipment at my facility that I should just throw in the trash to match UNIWORST customer rating. 
Regards,
[redacted]

Since being notified by the Revdex.com of this complaint, our local UniFirst management has attempted to meet with Mr. [redacted] to discuss his issues in order to address and hopefully resolve them. But, unfortunately, Mr. [redacted] has refused to meet with our managers or give us an opportunity to discuss...

and address his concerns.      The contract/agreement that was mutually agreed to and signed by both parties does include an automatic renewal feature as a convenience to our customers. In the same agreed upon agreement, it outlines a simple process for the customer to follow if they do not wish to have the agreement auto-renew. It appears in this case that Mr. [redacted] did not follow this procedure so the contract did auto-renew. By no means was this deceitful of unethical as all our contract terms are clearly laid out and agreed to by the customer.   UniFirst is dedicated to delivering the highest quality products and services to its business customers, and we've earned a respectable reputation for consistently conducting our business in an ethical and honest manner.  UniFirst remains committed to Mr. [redacted] and hope we can still work together to find a mutual resolution.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].=
 
Regards,
[redacted]

On 09/08/17, our local management met with Mr. [redacted] about his concerns as we take customer service and satisfaction very seriously. Both sides communicated their positions, and, as a result of the meeting, both sides came to a mutually agreed upon solution and action plan. The plan includes...

UniFirst providing Mr. [redacted] with weekly counts and sortation reports so he has better visibility as to what items are being turned in by his staff for processing, and to help him understand why when items are not returned to us with our pickups, that they will be “short” in a future delivery. Again, this plan will help provide better visibility to the process and inventories, and will allow for quicker replacement orders when needed. We remain absolutely dedicated to [redacted]' satisfaction, and upon the success of our action plan, we hope to make Mr. [redacted] a fully satisfied UniFirst customer once again.

UniFirst’s local management team has met with this customer to address the concerns and, together, they negotiated mutually agreed upon terms to terminate our agreement. We believe this customer is satisfied with the resolution.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have read the businesses response to my complaint. It is completely false and inaccurate.We purchased the company completely unaware of the contract in question. The contract was brought to our attention only after we called for cancellation of services. At that time we were threatened by the area managers with a 10,000.00 early termination fee. I have work for [redacted] for 5 years before purchasing it from the previous owner. I questioned him about the contract and he also had no knowledge of the contract. Since I have worked here we have constantly complained about the service and constant price variations. Myself and business partner never once said we were happy with any aspect of this company.[redacted] to [email protected] the September dates in question are false. We were not aware of this contract until October when we called to cancel. Our next step is to sue UniFirst Corporation.  Regards,
[redacted]

UniFirst takes pride in consistently conductingbusiness in an honest and ethical manner and we take customer satisfaction veryseriously, which is how we have become a leader in our industry. Regardingthe [redacted] account: once UniFirst became aware of thebilling...

inaccuracies, which were inadvertent, we acted in good faith tonegotiate the proper amount to be credited to the customer’saccount. Albeit not as timely as we would have liked.  However during this period, per Young Woo [redacted]admittance in the complaint, [redacted] had decided to end theiragreement with UniFirst via a verbal communication with our RouteSalesperson. Per our mutually agreed upon and signed Service Agreement(contract), there are specific steps to be taken by the customer if and whenthey wish to terminate service based on performance issues. These stepswere not followed to as agreed to by the customer and per our contract (notablythe required written letter of notification to UniFirst of any servicefailures/precise nature of any deficiencies).  Also, per our Agreement, ifa customer cancels service before the end of their contract term and does notfollow the agreed upon problem resolution and/or service cancellation steps, thecustomer is obligated to cover specified costs - again, as was agreed to by thecustomer in our Agreement. Therefore, it would not be appropriate or fairto release this account from their contractual obligations to UniFirst.

I have left a voice mail for the customer to call and discuss this matter.When  the customer brought the car in it was  determined the clutch pedal assembly was very worn and needed replacing.  We also noted on our original paper work that the Master Clutch Cylinder might need to be...

replaced also. Which our technician did discuss w/[redacted]..explaining that lets start with the most worn part first and see if it takes care of the problem.   We try to replace only parts that are definitely needed and not all parts in the clutch system. We ask the customer to drive the car and let us know if the part replaced took care of the problem. .  When the car came back for the same problem, we again tried  to do the repair at the most reasonable rate, which was replacing the push rod clip, charging for the part only, no labor. As stated the car came back a third time - which we do not like to see happen either, so to stand by our work we did credit the cost of the clip and the customer was aware that the master cylinder needed replacing.  We did charge for the part and labor as it was a repair that is needed.  When the customer called to sch. a pick up time I informed him of the price.  He also called this morning and we discussed the repair and the reason for the charge.  After discussing the repair charge I did offer to put the original  master clutch cylinder back in the car. The customer declined and said they wanted the repair, which he had his wife pay for the morning when she picked up the car.  I also showed her the worn part and still have it here if [redacted] would like to see it himself.We try our very best to get the repair done right the first time and at a fair price.  Hind sight, we could have put the Master Cylinder, Clutch Pedal and Clip on all at once, not knowing exactly which part(s) would take care of the problem, but it would have been done with one visit.I do not feel we have over charged and the desired outcome of "I do not want to pay for the repair of my car for the third time" is unjustified.  To sum up our response is that both parts were needed on the car and the one part that was not need was refunded.  The customer only has paid for repairs that were necessary.  It is unfortunate that the car had to come into the shop three times.  We do not like this to happen any more than the customer does.

”Our local UniFirst management and Mr. [redacted] have reached a verbal agreement on a mutually acceptable settlement, and we believe Mr. [redacted] is satisfied with the resolution”.

Regarding the [redacted] concern: once UniFirst became aware of the billing inaccuracies, which were inadvertent, we immediately admitted our errors, apologized, and in good faith credited the customer’s account accordingly.  As for the customer wanting to terminate our contract as a...

result of our error: per our mutually agreed upon and signed Service Agreement (contract), there are specific steps to be taken by the customer if and when they wish to terminate service based on performance issues. These steps were not all taken as agreed to by the customer.  Also, per our Agreement, if a customer does indeed cancels service before the end of the contract term and does not follow the agreed upon problem resolution and/or service cancellation steps, the customer is obligated to cover specified costs ... again, as was agreed to by the customer in our Agreement.  Although our staff followed company policy in regards to early service termination by a customer and we are culpable for the error in billing, UniFirst has since decided in good faith to cease any legal actions associated with [redacted]’s decision to terminate the agreement prior to the end of their contract term.UniFirst is dedicated to delivering the highest quality products and services to its business customers, and we've earned a respectable reputation for consistently conducting our business in an ethical and honest manner.  We remain committed to [redacted], and it is our desire to do business together again in the future.

Good afternoon,This is in regards to providing a response to our customer’s rebuttal which we are unable to post due to the complaint being closed on 11/29/17.  Our local management had set up a meeting with our customer on 11/22 and worked everything out.  Due to the Thanksgiving Holiday and our local Location Manager being on vacation, I only received his response of the meeting earlier today.  Would it be possible to reopen the complaint so that I can post our following response to our customer’s rebuttal that was provided on 11/17/17?Since our customer posted their last Revdex.com response, our local UniFirst management met with the owners and discussed at length the issues they reported in their complaint.  As a result of the meeting, both parties have agreed to work together and it is our understanding that the new owners are pleased and satisfied with UniFirst’s commitment.  We remain absolutely dedicated to them and look forward to making them a fully satisfied UniFirst customer.We believe that by re-opening the complaint to allow our response to be posted will substantially allow a different response from our customer, thus allowing a more favorable closing status. Any questions, please feel free to contact me at the phone number listed below.  Thank you in advance for your assistance! Best regards,