ComplaintsforShred-It, a Stericycle Company

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancelled my account Nov ******* Console pick up was to be December 8 with final shredding pick up. Driver did not pick up consoles Dec 8 but came back Dec 18. We paid Dec 8 bill and have a cashed cheque but they are still showing as owing. They are billing me for Dec 18 shredding pick up but there was no pick up. I have called/ emailed and mailed but keep getting the same invoices and run around on the phone with no resolution after 10 months of trying.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  -We would like to close our account #**********. We have been dealing with ongoing issues which stem from administrative errors on Shred-Its part.-Ongoing since 2021, when Shred-It made changes to our account number.-Have been receiving Overdue Notices since early 2022, but when we have called and spoken directly to representatives on numerous occasions, they have said the issue has been resolved and our account is up to date with balance of $0. These phone calls were recorded by Shred-It.-Since January 2023, have made frequent attempts to contact, by email and by phone, to resolve the ongoing issue of incorrect Overdue Balance notices (and ultimately Account Suspension notice stating overdue balance $259.65). When I call in, the automated message indicates balance of $136.10. Each time I have spoken to representatives, I have been told account is up to date. Getting different information from 3 different sources.-Since receiving the account suspension notice in June 2024, have contact Shred-It numerous times by phone, email, but receive no response, no reply to emails, no call backs.-Due to ongoing customer service and administrative issues and lack of response from Shred-It, I requested to close our account on July 18th. When no response, I phoned August 14th (call ref #********) and was told the Account Specialist assigned to this case would reach out to me within 2 business days. When I was not contacted, I called again on August 23rd (call ref #********) and was advised the process is for an Account Specialist to reach out within 10 business days of the original request (which was July 19th). Representative advised she had put an urgent request for someone to contact me on ************ within 2 business days. I have still not been contacted as of today, Sept 17th - We would like our account closed at $0 balance and for Shred-It to come collect their console and remove us from their systems.

  

  Business response

  09/30/2024

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

  Customer response

  10/01/2024

   
  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

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 13, 2024 I called Shred It-Stericycle customer service *************)to request that our service at ****************************** be terminated as we are merging with another company and no longer need their services. I received an email with reference #******** stating that I would be contacted by a member of the support team in 10 business days to process my request. I called Shred It-Stericycle customer service on August 28 requesting a follow up and was told my "request' was still in process and that I would be contacted soon. On September 6, 2024 I called Shred It-Stericycle customer service again expressing my frustration that my request had not been processed. and I was told my request would be "expedited". I received an email that same day with reference #********. On September 11, 2024 I called the company again discussing my frustration and was put on hold to see if the customer service *** would contact the support team member. The person came back saying "no answer" and that they would send an email discussing the need to process my request. On September 12, 2024 I called them again and insisted that I speak to a supervisor. After being on hold for over ********************************************************************************************************************************************** a different part of the company. and they would send another email discussing my concerns. I again expressed my frustration that it is now close to a month and my request to terminate services has not been processed. After the call I received an email with reference #********. My customer account number is *********

  

  Business response

  09/26/2024

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

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Town of Lewiston signed up for service with a clear understanding from the *** that it would be able to change the delivery dates. We had to do a significant file cleanup and then, from there, would only request service a couple of times a year. Also, the board must approve all bills before payment is issued. At the time of sign-up, I was informed that I could have service as little or as much as needed, and payment of bills would not be an issue. ******** does not have a town hall and requires someone from the town to be present to empty the container cause we share space with a ********* took months to get an address change, and even though no services were rendered, we kept being charged. I called the company and was told someone would call me back. I had no luck until August of this year.When speaking with the latest ***, they told me services could be changed online, and this should resolve the issues. They also helped with the address change. When I went online to change the date for pick-up, I was unable to, and when I called and emailed to make the change, someone still came and billed us anyway, even though no one from the township was available to be there. I emailed the company but still had no luck. Today, I received a past-due bill, but there was no callback, and there was a charge. Our township is really small, and we do not have funds to pay for services we are not using. Based on our experience, we would like this service canceled with no penalties due to the lack of communication and false expectations/service stated by the company.

  

  Business response

  09/20/2024

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with them to come to my place of business to shred some boxes of documents. There was very little discussion of box size and I have used the service in the past without issue. When I received my invoice, which I had to request after getting a late notice because the original invoice was never emailed to me, I discovered that I had been over charged by 11 boxes. I tried contacting my *** to discuss the overage and he refused to return my calls so I called the company customer service line.I was told that the extra boxes ***resented the larger boxes that I had included in the pickup. I explained that I was not told that I would be charged double for the larger boxes and that in the past there was only a slight increase for larger boxes. I was told that they understood my frustration and that the extra boxes would be removed and to wait for the updated invoice. I never received an updated invoice and the online balance didn't change so I called to verify that the account had been updated. I was told that the adjustment had been refused and that I still owed for the overage. I did not accept this result and asked to speak to a manager. They said one would call me, but no one did. I called 3 times looking for a manager, was told they would call and they didn't. I finally spoke with someone who said they were a manager but they appeared to have no authority and ***eatedly said they would have to check with their manager and call me back. I have not heard back since. (Over a week) This whole process has been more than a month.Service Date: 6/21/24 Call to **** 7/29/24 Call to ************* 7/29/24, 8/2/24, 8/9/24, 8/14/24, & 8/15/24 Original Ticket: ******** Confirmed Credit Ticket: ******** (spoke w/ *******)Supervisor request ticket: ******** I have not yet paid the bill because it is in dispute.

  

  Business response

  09/09/2024

  We have been in contact with ****************** have resolved her complaint. Ms. ********* issue has been escalated to leadership to review process and coach the team.

  Customer response

  09/10/2024

   
  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

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to cancel medical record shredding services for months and cannot get ShredIt to cancel the service. I have called customer service numerous times and am always given the run around and told the person on the phone cannot cancel for me but will have someone call me and no one ever does. I have emailed our account representative numerous times and no reply. This run around is a scam to keep clients stuck in a service they no longer want. I want our service cancelled and reimbursed for any money paid since my first call to cancel.

  

  Business response

  09/05/2024

  We have spoken with ************ and have resolved her issues.  Removal of equipment is scheduled for September 9th. **************** issues has been escalated to leadership to review process and coach the team.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To begin with, we initiated services with Stericycle Shred-It on August 23, 2023, and everything was running smoothly until the business I worked for sold to new owners on August 1, 2024. The new owners decided against continuing the shred service. Upon learning this, I promptly began my efforts to cancel the service on July 15, 2024. I called customer service to request cancellation effective August 1, 2024. They informed me they couldn't process the cancellation directly and would need to escalate my request to another representative, providing me with a case number and assuring me someone would reach out within ten days.I thought this would be sufficient time before the new owners took over. However, that was not the case. To ensure all bases were covered, I also emailed my previous contact at Shred-It to inquire about the process for picking up the bins, but received no response. As time passed, we received an invoice in July for services scheduled for August, despite the new owners' clear intent to discontinue the service. I called again, and once more, they could only provide me with another case number, cancel the scheduled pickup, and promised that someone would contact me. They said the account is active despite my attempt to get it canceled and would remain active until they called me to cancel it.Now, over a month has passed since my initial cancellation request, and I finally received a call today, August 21, 2024. While they confirmed the cancellation, they insisted I send a document stating that the business was sold to avoid penalties. Additionally, they mentioned a fee for picking up their bins, as it includes a shred service. What I'm getting at is they have effectively wasted one whole month to get ahold of me to get this canceled to continue to bill for services never rendered. This entire process has been frustratingly inefficient and has caused unnecessary delays and confusion.I've attached proof of my encounter and attempts.

  

  Business response

  08/29/2024

  We have been in contact with **************** have resolved her complaint. *** *************;issue has been escalated to leadership to review process and coach the team.

  Customer response

  09/03/2024

   
  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,
  
  **** & Associates

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 11th, 2023; I signed a contract to have 200 boxes of paperwork shredded at our location. In February, when the work was to be completed the driver was over 2 hours late. When I called and was told" he is almost there" or "he is 5 minuets out", so- our 3 employees waited for him. Because he was so late, they could only get 114 boxes completed before our employees had to leave. I received a bill for all 200 boxes. Inv #**********. Amount $ ******* I called Stericycle and spoke with **** on 2/1/24 explained the situation, I told him our drivers name and that had confirmed to our CEO that the bill would reflect only the 114 boxes that were destroyed. **** told me the adjusted price was $1052.76 with a reference # ******** and that it would take 2 billing cycles to clear the account. on 4/11/23 I received a late invoice for ******. # DB0401. I called the vendor again, spoke to **** at 2:26 pm c.t. . He said he would take care of the balance.4/25/23 I received an email from ************************* stating she had submitted case # ******** and that she could no longer be of service to me. 6/3/23, I received a credit memo# *********** to the original invoice of for -1101.46 6/10 I replied to their email, with an in-depth explanation of the chain of events. I do not know where the credit memo came from, as I had not been given this until this time. I do not feel we owe them any more money as they did not complete the task that they were hired to do. They have sent the $****** to collections.

  

  Business response

  08/22/2024

  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

  08/22/2024

   
  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

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a string of no-service invoices, We cancelled our contract to dispose of sensitive documents and medical waste via certified letter in June of 2023. We received zero goodbyes or inquires from shred-it acknowledging our cancelation. We provided notice to collect bins provided to us. after 34 days we disposed of the property. deeming it abandoned, per Oregon law. Services stopped, but we kept receiving invoices with service dates listed. I verified with employees that we never received services after 6/14/2023. A handful of invoices are attached below. We have a new service provider now, and they consistently pick up our bins on time. There wouldn't even be bins for them to collect if they were still coming. We receive bills for specialty services on occasion. Some in excess of $1500. Again, all long after we stopped receiving service. We cannot get ahold of anyone at shred-it to resolve the problem. I am consistently met with stonewalling employees who give excuses as to why they can't transfer me to an account manager. All voicemails to shred-it collectors go un-returned. As well, all emails listed on the invoices, or given by apprehensive employees come back as undeliverable. the few times I've received service ticket numbers to track progress, it inevitably goes nowhere. I've called back several weeks after receiving the ticket number just to be told that number doesn't pull anything up. At this point we've spent dozens of hours trying to get this resolved, but it is looking like an impossibility. Legal action is seemingly the only option now.

  

  Business response

  08/30/2024

  We have been in contact with ************** and resolved his complaint, we are continuing to work with him on additional questions.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/16/24 around noon, I dropped off 8 banker boxes of paper to be shredded by Shred-It located in *************. The intake person looked at my confirmation sheet from my online order, and said to goaround back. I then had another intake person put my boxes into a bin. ******* told me when I can expect to see a charge on my credit card or when I will get a certificate of destruction. They didn't even ask who I was or my order number. It's been over a month and I heard nothing. A customer service call and email on the 19th was no help. They couldn't get ahold of that location. I would like confirmation that my documents were properly destroyed and that my and my mom's identity has not been stolen or compromised. Without any credit card charge or a certificate of destruction, I have no assurance that they provided the service I ordered.

  

  Business response

  08/22/2024

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

*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. ↩