Report: #1395884

Complaint Review: ALSCO Canada

  • Submitted: Sat, August 26, 2017
  • Updated: Sat, August 26, 2017
  • Reported By: VictoriaBC — VICTORIA British Columbia Canada
  • ALSCO Canada

    Nationwide
    USA

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I signed up for an ALSCO service (uniforms, cleaning cloths) under the impression that I could cancel at anytime. The service became increasingly worse (incomplete uniforms, missing cloths, poor quality cloths, late deliveries, etc). I tried to cancel and was told that I had signed a 5 year contract. This was the first time I had heard of this. The ALSCO service manager said he didn't care. That it was my word against the sales rep. 

I contacted Alsco sales person Craig Hazlett asking him why he failed to inform me that I was signing a 5 year contract. He gave me the impression that I could cancel anytime. In 2 separate phone conversations (one of which was recorded), he told me that if the service and product was unsatisfactory, I had grounds to grieve the contract. He also acknowledged that he never told me the length of the contract. 

I contacted my lawyer. Here are the facts of the issue: I was not informed that I was signing a 5 year contract. If I knew, I would never have signed up for the service. I was unhappy with the uniforms due to fit and fabric. I was unhappy with the cleaning cloths due to the quality being inadequate for house cleaning. I was unhappy with the service due to incomplete and wrong orders (missing items, and wrong uniforms delivered). The quality of product I received from Alsco reflected badly on my company and has cost me money. 
 
My lawyer informed me that this contract should be terminated immediately due to misrepresentation. There was no original intent of signing a contract and I was misled. As such, she says that this contract is no longer enforceable. 
 
The ALSCO manager says he disagrees. Pathetic. Anyways, I already stopped making payments.
 
Please watch out for scammy sales men like Craig Hazlett trying to make commission by using lies. 
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This report was posted on Ripoff Report on 08/26/2017 07:48 PM and is a permanent record located here: http://www.ripoffreport.com/reports/alsco-canada/nationwide/alsco-canada-alscocraig-hazlett-victoria-bc-scam-canada-alsco-linen-sales-rep-victoria-b-1395884. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals

REBUTTALS & REPLIES:
2Author
2Consumer
0Employee/Owner

#1 UPDATE Employee

In Closing

AUTHOR: Craig Hazlett - (Canada)

Although it is clear we have different views regarding facts and dates, I would like to finish with a positive note and wish you the very best in your business venture.

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#2 Author of original report

Responding to Craig's inaccuracies.

AUTHOR: - ()

Based on my conversation with the ALSCO General Manager, I assumed that this issue was resolved and no further updates were necessary. I do appreciate Craig's effort to clarify, but this is filled with multiple inaccuracies which I will clarify as concisely as possible:

a) I was not a customer for 1 year as Craig claims.  I was a customer for 4 months. I signed up for the service March 10, and didn't receive the uniforms till after April 19. My first invoice is dated April 4, and I requested to cancel on August 3. There is a paper trail. Craig is lying.

b) My August 3 conversation with Craig was recorded and in this conversation, he did acknowledge not telling me about the length and nature of the contract and that I could cancel anytime. He also promised to resolve this issue with management and get back to me. He never did. I recorded this conversation because when I found out that Craig had been dishonest about the contract, I couldn't trust him to tell me the truth moving forward. I was right. 

c) My unhappiness with the fit and fabric was documented on several occasions in this 4 month period. I have screenshots of conversations with the delivery driver where I asked about missing uniforms, or I got uniforms meant for another company (a local vision clinic). I have phone logs showing multiple times I called the Customer Service Manager and my calls were not returned, or returned a week or more later.

Due to these reasons, I actually reduced and then cancelled my uniform order completely around 2 months in, and I still got billed for uniforms I already returned. I was also billed the full amount even when uniforms delivered were incomplete or missing.

d) Missed invoices: There were no missed payments up until I requested to cancel my contract. I paid the delivery driver cash every week when collecting my items.  Once I requested cancellation, I asked the delivery driver to stop showing up and immediately stopped making any payments. ALSCO continued to bill me.

My company has experienced phenomenal growth. Since parting ways with ALSCO, we've expanded. We now have an office in Vancouver and service Vancouver and surrounding areas (in addition to Victoria). I didn't request for my contract to be terminated for financial reasons, I requested termination because I was unhappy with product quality and service delivery. This is not rocket science. 

e) Craig and the Service Manager never attempted to rectify my issues for weeks until this Ripoff Report was posted. I called and texted him after my initial conversation and Craig essentially disappeared. The Service Manager asked me to pay for uniforms which the company could reuse in the future and I said HELL NO. I won't be paying for items that can generate revenue for ALSCO in the future.

On September 11 (after ignoring me for more than a month), Craig frantically called close to 20 times on my cellphone and business number asking to resolve the issues because he had seen the RipOff Report. I had to instruct our receptionist to ask him to stop calling. I told him to only contact me via email as I will be forwarding all communication to my lawyer.

When he noticed that I would not talk to him on the phone, he texted me on September 12. One of his messages: "No problem! I will have your final bill for the full term of the remainder of your contract. I believe it's just I've 9,000.00" I responded telling him to only communicate via email and that I will proceed to block him.

Remember that Craig says "At no time did we try to recover the remaining term of this agreement." Again, another lie. 

My issues were not resolved immediately. I asked for the contract to be terminated on August 3, and this was not resolved till September 22.

Based on my account and Craig's account, it's pretty straightforward to figure out that Craig is still lying. Despite his ridiculous behavior, I'd like to put this situation behind me and be very wary of salesmen moving forward. 


Conclusion

The General Manager, Jorge, contacted me and was very kind and understanding of my concerns and request for contract termination. As I said previously, "I spoke to the General Manager at the said branch who reassured me that Alsco has been in business for the last 127 years, and they do it by treating customers right. All the above issues in my original report have been resolved in an amicable manner."

 

 
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#3 UPDATE Employee

The Facts and Clarification

AUTHOR: Craig Hazlett - (Canada)

In response to the allegations that have been presented on this site, I would like to make several clarifications.

The customer writes “…. he failed to inform me I was signing a 5 year contract.”

Alsco’s policy is full transparency.  Agreements are explained in detail to ensure the customer is fully aware of terms and conditions. Anyone entering into the agreement must sign in multiple places each clearly stating the terms and conditions.  Agreements are necessary and mutually beneficial to protect the company and the customer on a long-term basis.

Upon confirmation with all management within the company this is the only case of a customer claiming that they were not made aware of the terms and conditions among the hundreds of customers I have worked with.

“He gave me the impression that I could cancel at anytime.”

To protect the customer, Alsco has a rolling 60-day customer satisfaction cancellation guarantee which supersedes the term.  We are always flexible when working with customers to suit their needs in regards to terms.  Alsco did, in fact, immediately cancel this agreement as explained below.  This was made clear prior to this report being written and is confirmed in emails between the customer and the service department. 

At no time did we try to recover the remaining term of this agreement.  It is never the aim of our company to put more pressure on companies when they are experiencing financial hardship.

In regards to the recorded phone conversation, the customer states “He also acknowledged that he never told me the length of the contract.”

There was never a conversation where I acknowledge not explaining the term.  To clarify, I did say it is possible there was a misunderstanding, however highly unlikely.  I was giving the customer the benefit of the doubt at this time.  

After talking with the customer, I immediately notified the service department regarding the customer’s claims.  At that point, our service department tried to recover only 50 percent of the cost of the custom uniforms (approximately $200) plus multiple unpaid invoices in an effort to recoup losses.  At no time did we try to recover the remaining term of this agreement.

“I was unhappy with the uniforms due to fit and fabric.”

All materials and uniforms are selected by the customer.  Notwithstanding the fact the customer used these products every day for a year prior to notifying us of any issues. 

Although the agreement was immediately terminated in an effort to remedy the situation, it is unfortunate to hear of this negative feedback as we want all of our customers to have a positive experience. 

I wish this customer all the best in future endeavors.

Note from General Manager Jorge do Nascimento

Alsco takes customer concerns very seriously.  Under investigation we found in the one year of providing service to this customer there has been no complaints until signs of financial difficulty (missed payments etc.)  We take extra measures when working with customers and Craig has proven multiple times to have an excellent ability to isolate customer concerns and problem solve efficiently.

In fact, in this case Craig worked with this customer to resolve these issues even giving her the benefit of the doubt and only asking her to cover half the cost of the custom uniforms she was responsible for.

We always do the right thing.

Note from Regional Sales Manager, Wilf Krebs

Craig Hazlett has been employed with Alsco for almost four years and worked with hundreds of customers.

During this time, Craig has received multiple letters of appreciation and has one of the highest rates of referrals in the country.  Throughout his employment with Alsco we have not received one customer stating Craig did not explain the terms and process of our agreement.  I feel this is a gross misrepresentation of Craig Hazlett’s character and professionalism.

Craig’s ranking with our company is number one in Canada.  We contribute this to being highly professional and an excellent work ethic.

Please note the above letter in its entirety has been circulated to the entire management team at Alsco and has been verified and approved. If you have any questions, I encourage you to contact Alsco's management team at anytime.

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#4 Author of original report

Issues resolved

AUTHOR: - ()

I spoke to the General Manager at the said branch who reassured me that Alsco has been in business for the last 127 years, and they do it by treating customers right. All the above issues in my original report have been resolved in an amicable manner

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