![]() ![]() In June Stever quit Cintas-one of its drivers was her friend and let her out of her contract early-and now rents from rival Aramark.īig clients have been unhappy, too. Among them: Cintas delivered uniform pants with holes, tacked on escalating service charges of $5 to $20 a week and, she says, tricked her into renewing her five-year contract (she was told it was about to expire when it wasn't up for another year). Typical among unhappy customers is Diana Stever, owner of an eight-employee truck repair outfit in Duenweg, Mo. But to judge from a cascade of complaints and lawsuits, Cintas has been squeezing pennies a little too hard in an industry known for tough sales tactics. In the fiscal year ended May 31 the Cincinnati company netted $327 million on $3.4 billion in revenue, up 8.8% and 11%, respectively, from a year earlier. ![]() Farmer, who kept a tight lid on costs while delivering a 37-year streak of consecutive sales and profit gains, building Cintas into a giant provider of uniform rentals and cleaning services. "We have a Spartan approach." He learned that from his dad, Richard T. "This looks like wood paneling, but it's wallpaper," he smiles, tapping the hollow wall behind the desk in his office. ![]() Click here to see a sampling of letters we received in response to this story. ![]()
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