ComplaintsforShred-It, a Stericycle Company

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The ShredIt contract was established in 2020 under **** Insurance. **** was dissolved in 2022. At some point the "contract" was changed to ***************** Advisors (different LLC/Ownership from ****). When we called to cancel this contract, we were told that ***************** Advisors would have to pay a cancellation fee because this is a 5 year contract. I was advised to log in once per month and cancel the pick *** that are scheduled. I have done that however they still continue to bill me for a pick up that did not happen. I have asked numerous times to be sent the ***************** Advisors contract however they continue to send me the **** contract. I have reached out to customer relations multiple times with no responses back. I simply want the $151.42 balance wiped from this account and the bin picked up/cancelled account. (Note: we have tried to have the bin picked up in the past however they didn't show up. There is not anyone at the office regularly, this must be scheduled and they need to show up on time.) I have much more documentation if something specific is needed. Thank you!

  

  Business response

  07/31/2024

  We have been in contact with ******************** and have resolved her complaint.

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our company has encountered numerous service and billing issue with Stericycle/Shred It. For the past few months, they have billed us for services even though they did not complete the pickup of our recycling. They stated they could not "access the waste" even though the service orders state they attempted to collect during our regular business hours. When the bins became full, I contacted them for a pickup and after being run around by their customer service department for multiple weeks I finally requested a cancellation of our service and for them to come and pick up the bins. Initially they said they have to check our contract and when I refused, they stated they would cancel and schedule a time to come pick up their bins. They have not scheduled the appointment to collect the equipment. To date no one has contacted me, and we still have the equipment.

  

  Business response

  07/24/2024

  We have worked with ************** and have resolved the complaint. The issue has been escalated to leadership to review the process and coach the team.

  Customer response

  07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Contract was cancelled and equipment was picked up from our facility.

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We relocated from **************** to ******, ** in February of this year. We used both the Stericycle ********************* and the Shred-it Service in ** with no issues. Shred-it informed us that it would be simpler for us to bring our Shred-it receptacles with us to CA and use them in ** rather than turn them in and get new ones down here. Since getting to **, we have not been able to get the company to provide any service. Numerous phone calls to customer service over the past 5 MONTHS get responses of, "we cannot reach the local branch", "we will escalate the matter", "they have been there but couldn't get in".We currently have a balance with them of almost $300.00 in our favor. We have 2 of the full-size Shred-It receptacles that are packed, and we have had to dispose of non-infectious animal tissue in general waste channels. We have been able to get no resolution, no answers, no service. We need our billing to be corrected and then we'll see if there is any hope of continuing with this company. I do believe that my complaint is solely with the local branch that supposedly services the ******, ** area.

  

  Business response

  07/12/2024

  Please re-assign the above case to Stericycle's business unit Shred It.

  
  

  

  Business response

  07/25/2024

  We have been in contact with **************** and are continuing to work with him on a resolution.

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  They are processing a refund of almost $3,000.00 in credit we had with the company but can still get no service so will be closing all accounts.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called on June 11th to cancel service and for them to pick up their property. As of July 11th, no one has called to confirm my services have been cancelled. Every time I call this business they route me to a call center in the *********** and not to our local office who would handle the business cancellation. This was the email I received trying to cancel my account on June 11th and received no phone calls: You have recently contacted us to provide feedback. We want to thank you again as your feedback is critical for us to recognize our team members for outstanding service, or to make process adjustments if necessary so we can better support our customers. Please be aware that your request, reference ********, has now been reviewed and actioned by a member of our leadership team.If we can assist you further, please contact our **************** team at **************, use our Online Portal at MyStericycle.com or email us at customer-***********************************

  

  Business response

  07/24/2024

  We have been in contact with ******************** and are continuing to work with her on a resolution.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 14th I called to schedule an appointment for my husband and I to get our personal documents shredded here at our home. I spoke with *************************. From the time myself and my husband knew we were moving out of state we knew we wanted to have a company come and shred our papers here at our house. That is what I requested, on site shredding. At no time was I told that stericycle/shred it didnt provide on site shredding at residents. A huge truck showed up at our home on the scheduled day, 4 hours early, and through my conversation with the driver, I was told they dont provide that service. I sent him on his way and now theyre saying I have to pay the full amount of ****** cents. Yes, I did sign the contract at the time I scheduled with *****************, my fault for not properly reading it, but I feel like theyre robbing me. *** disputed and explained this charge to several CSRs there and theyre being unreasonable! Im willing to pay a fee for refusing what they were offering but what theyre charging me is unfair!

  

  Business response

  07/10/2024

  We have worked with **************** and have resolved the complaint. The issue has been escalated to leadership to review the process and coach the team.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for services in January but received no additional information. I have called and emailed countless times but have not received any additional information other than they are working on fixing the issue. It is not July, we have not received a pick-up for ***** have never received any invoices, and are not sure where to move on next. We are a small non-profit and have expressed repeatedly we cannot financially handle a large invoice. We have reached out regarding trying to set up a payment plan for the invoices we STILL HAVE NOT RECEIVED. I am currently on hold, again, and have been on the phone for over 36 minutes without any resolution. I can provide my email correspondence and my comments on the BBB website as we have tried countless ways to contact the company for any sort of resolution/additional information.

  

  Business response

  07/12/2024

  We have been in contact with ************** and have resolved her complaint.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 05/06/2024, Services were contracted via DocuSign with Stericycle with representative *****************************, for one time residential pick up and shredding of 43 boxes of medical records with 38 boxes in basement, and 5 boxes at ground level. Was assured no extra charge for stairs as were enclosed 4 feet wide, railed and a non-hazard, being part of their routine services. ***************************** on behalf of the company called to schedule date and service. He was informed of stairs and desire for pick-up and off site shredding as he pressured for on site pick-up which with leave me with 43 empty boxes. I said I would wait for correct truck, he pressured stating it would be another month to get right truck in my area. Finally, I agreed, was scheduled for 05/29/24. ****** arrived with shred on site truck, and said he the stairs were not a problem it was just he didn't have a dolly. Failed to provide service, understandably. He stated "the sales representatives don't know what they are doing" and he would have ****, ** hub supervisor call me directly and it would not take a month to get the right truck. Received a call from *** from Stericycle ******** on 06/03/24, who apologized and promised to have the correct truck to location on 06/06/24 at 10 AM even if super had to drive the truck. NEVER SHOWED, WOULD NOT ANSWER OR RETURN CALLS just checking to make sure I had correct date. NEVER DID RETURN CALL. Waited until following week, when no call, decided to call HQ on contract, who stated I had to be transferred to Buffalo representative, said he would speak with *** at Erie and get a truck lined up, NOTHING, Resorted to calling ***************************** several times who initially would not return call. Tried calling *** in ****, neither returning call. Finally, ***************************** called on 06/11/24, who stated he apparently needed to get a new contract signed including stairs. When I said that was NOT the issue, he agreed and would call back in 10 mins. NEVER contacted since. UNRESOLVED

  

  Business response

  07/01/2024

  We have worked with **************** and have resolved his complaint. ******************** issue has been escalated to leadership to review process and coach the team.

  Customer response

  07/03/2024

   
  Complaint: 21878435
  
  I am rejecting this response because:
  

  I was contacted by the driver at 8:25 am on July 1, 2024, that he was 1 hour away from the location of the documents to be purged, at a location I do not reside at. There was no forewarning of this companies unscheduled morning surprise to even attempt a purge. There was no notification or contact by any administrative, sales, or dispatch to check and see if someone would even be available to be at that location. I happened to pick up the call and was taken back by the drivers announcement that he was in route, and I had to drop everything in the middle of a vehicle issue with a check engine light on and hope that I could even make it to the location in time. I complained to the driver that a one hour notice out of the blue was NOT much effort though felt bad for the driver and did not want to reject HIS efforts, and it just so happened to work out, as I made it to the receptionist's residence in time. I explained to him I could have easily been out of town or at a medical appointment, then what?!

  So yes the pick up was completed, I have not received a bill, so this far out from the contract back on May 06, 2024,,,I am unsure what I will be charged relating to the fluctuating recycling fee they charge which I was originally told was 22% by sales and would jump to 33% for **** The purge was completed in July, so I can NOT conclude with my "satisfaction" with this same company I had used for years previously. I am unsure how to respond at this point...as the billing process has not concluded with them at this time?!

  I do appreciate the Corporate attention to this and the driver's level of professionalism, and completing the physical pick up part of the job, though am without certificate of destruction of HIPPA medical records or what they intend to bill as of yet. Should there no further issues in "finishing the job" regarding certification and fair billing practices in consideration of all a the customer had to do and deal with for a simple records purge, I would understandably overlook all these issues and would not only sign off as satisfied, it would change my impression of their company and would consider favorably for future record purges.

  Not sure what's next, and do appreciate the BBB contacting the company on my behalf and getting a response, hopefully this job interaction will conclude favorably.

  
  Sincerely,
  
  ***************************

  

  Business response

  07/08/2024

  We have reached out to **************** and have confirmed the resolution of his complaint.

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used to be a customer of Shred-It. I used the service for approximately a year. I moved offices, and my new office already had shredding services (law firm). We then opened a new location in ************. I called Shred-it for two reasons: (i) I had been charged for six months of service I did not receive. I had asked for a credit, and to this day, despite emails that I would be getting a credit, I did not receive one. (ii) I did not receive my shred bin at the new location for over six weeks, and still to this day, have not received a bin. Our offices called Shred-It at least five times, have the confirmation emails to prove it. Now they are claiming, I did not return the bin. I have a signature showing we did, and camera footage BACK IN JANUARY. I still continue to be charged.

  

  Business response

  07/03/2024

  We have reached out to **************** and are continuing to work with her on a resolution

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When reaching out to use their service, we indicated and they agreed to a 4-6 month service so we could responsibly dispose of old client files. They informed us to give them a notice prior to the termination, which we did, and that they would stop service.They pulled a bait and switch on my elderly father and somehow got him to sign a 3 year contract. They will not return my calls or emails. We are now getting charged to have them "service" our bin that has been sitting empty for a month as they will not honor my request and process a work order to have the bin removed. I've never experienced anything like this and the blatant disregard to even respond or call me back.

  

  Business response

  06/25/2024

  We have reached out to ***************************** and have resolved her complaint. The removal is scheduled for tomorrow, June 26th.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I requested shredding services for one box of shredding, to be done on site. The price I was quoted was $325 (the base amount plus applicable fees). I was later billed, without my consent, $489.05, and was told by the manager, *********************************, that this was because I was previously told an off-site price and mine was on-site. I repeatedly told ******* that my job had to be on site because of the nature of the files to be shredded. I was up-charged without my knowledge or consent, and with nothing in writing saying the charge would be higher. I tried to resolve with the merchant, and was mostly ignored, but otherwise told I had to pay the higher amount.

  

  Business response

  06/25/2024

  We have been in contact with ************ and have resolved her complaint pending confirmation of refund receipt.

  Customer response

  06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they agreed to refund most of the disputed amount. I am satisfied with the refund.
  
  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩