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Complaint Details
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Initial Complaint
01/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a residential customer with ********************** f/k/a Shred-It.After a couple of months of having the residential shredding pickup service on a monthly basis, the company decided that because I was not filling up my shred box that they switched me over to a call in customer, meaning I call in once my box was full.This was working well for a couple of years. Then around Sept 7, 2021 I contacted Stericycle for them to come and pickup my shredding because the box was full. During that phone call, I was told that they no longer provide residential pickup for shredding, and for them to come out and pickup my last load for shredding and remove their box from my residence, that I would have to pay them $225. My normal fee was approximately $35. I informed the rep during that call that I refused to pay $225 since I was never notified in any way that they had discontinued providing residential shredding services. The rep told me that he was going to check with his supervisor and that it shouldn't be a problem for them to pickup my last load and their box and only charge me my contracted rate of $35 for my final pickup.I never heard back. So I called back again just to be told the same thing. I have continually called the company for the past 4 months (since Sept 2021), in an attempt to get this resolved, but still nothing has happened. My final shredding pickup has not occurred.I called again last week, and then I got an email saying someone would be out on Jan 4, 2022 to pick up my final shredding and remove their box from my residence. The morning of Jan 4, 2022 I called customer service to confirm my appointment for that day. I was told they did not show any appointments for me for Jan 4, 2022. After that call, I got another email with a pickup appt for Jan 7 2022. The morning of Jan 7 2022, I called to confirm, same thing happened again. I have even left the *** *********************** 3 voice-mail messages this week, and she is not calling me back.Please help me!!!
Business response
01/10/2022
We have spoken with ************** and have resolved her complaint. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
12/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have made several calls to Shred-it over the last 2-3 weeks on various issues and each time I have been given reference numbers and told someone will call us back, but no action has been taken. 1) We never received keys to our bins. Their response: "Here is a reference number, someone will call you back". We have yet to be contacted after I have reached out on this time sensitive issue twice. 2) We have been charged two months in a row for a bin that was already removed. Their response: "Here is a reference number, you will receive a credit". No credit has been issued.3) I requested to cancel our service and have our bin removed. Their response: "Here is a reference number, someone will call you back." No one has contacted me. Why does someone need to call me back in order to cancel the service when I am already live and on the phone with customer service? Shred-it is playing games to drag out our service and not providing any customer service. Any reputable ********************** would provide my refunds and cancel my service as requested without playing a shell game.Business response
01/06/2022
We have spoken with **************** and we have come to an amicable resolution regarding her complaint. ******************** issue has been escalated to leadership to review process and coach the team.Customer response
01/13/2022
Complaint: 16406353
I am rejecting this response because: Retention Specialist ******************************* who the matter was escalated to on 1/4/2022 promised to call me back 10 days ago and has still not called. My contract has still not been cancelled. Today I was on the phone with Shred-it/Stericycle customer service for over 30 minutes with no resolution and then was hung up on under the guise of being "transferred" to a Team Lead. There has been NO resolution and Shred-it/Stericycle has not held up their end of the contract as a vendor.History of unsatisfactory contact with Shred-it/Stericycle:
Called to confirm if contract has been cancelled on 1/13/2022
Informed rep that bin had been removed from our location on 1/11/2022 but website still shows 1/14/22 service date. Service date was removed by rep.
Was hung up on by rep after 30 minutes I will transfer you to a Team Lead. No resolution has been made.Bin removed from site on 1/11/2022
Driver confirmed it was submitted as a Removal on his scanning device
*******************************, Retention Specialist *************) called 1/4/2022 after the BBB complaint was received
He was supposed to work on escalating the issues and breaking the contract and call me back. He never did.
Submitted BBB complaint online 12/28/2021. *********************************** Request
Per call with ***** on 12/27/2021
Requesting 1/14 or sooner bin pickup/removal
Someone will be calling to process cancellation ***** 12/27/2021
No one ever called.
Ref #*******
URGENT Request for Keys to bin (never provided)
Operations Department will reach out to you. 12/21/2021
No one ever called.
Ref #*******
Request to update account to reflect Standard bin only (no more slim mini)
Removed from site on 11/18/2021
Sales Department will reach out to you 12/21/2021
No one ever called.
Ref #*******
Sincerely,
***********************Business response
01/20/2022
We have continued to work with **************** and we have resolved her complaint.Customer response
01/21/2022
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Even after filing complaint here, our issue still isn't resolved even though the response to the complaint said to contact customer relations.... WHO NEVER CONTACT YOU BACK!. I finally spoke to someone on Monday to cancel our account because I've had it. Someone came today to pick up shredder bin and I find that my account is NOT cancelled according to his records. I refused to let him leave another bin since we won't be using Shred-it/Stericycle any longer. I would like confirmation that my account has been cancelled and not to be told to contact customer relations because they never pick up!Business response
12/21/2021
We have spoken with ******************** and have resolved her complaint. Removal has occurred and account has been cancelled. ************************ issue has been escalated to leadership to review process and coach the team.Customer response
12/21/2021
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. We have cancelled our account with them permanently.
Sincerely,
***************************Initial Complaint
12/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have used Shred-It for several years. After our August pickup Shred-It failed to show up at our office to pick up our shredding. The first time I called the number listed I sat on hold for over thirty minutes and then the call was ended. I contacted Shred-It again and they scheduled a specific date for a special pickup. Nobody showed up. Our shredding bins were overflowing and we had no confirmation anyone would show up. I sent a letter and cancelled our services due to their non-performance. They ignored me. When a truck finally showed up to retrieve our shredding I requested a contact to terminate our services. He, an employee, could not provide me with that information. I was double billed for our last pick up. I found another address and sent a letter terminating our services. I received messages to call their toll free number in response to our letter requesting termination. I have now been on hold for more than 31 minutes. This company purposely makes it impossible to reach them so you can't terminate services. When I review my account online it states they are still scheduled to pick up shredding next week. I have hired a new local shredding service who is reliable and on longer want to use Shred-It.Business response
12/21/2021
We have reached out to ****************** and have resolved her complaint. Removal is scheduled for Thursday December 22nd. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
11/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Been with the company for over three years and not by choice but by contract. Finally decided to just get out of the contract because:The scheduled pickup are not being picked up Being invoiced for non pick *** Called several times to cancel services completely over two months. No one have yet to call and pick up bin and still receiving invoices that are increasing. Finally I received a reference number to the last person I spoke with on 11/08/2021 but anyone have yet to pick up pin.The last reference number is ****** All TCAs must watch and complete the training presentation here (for Site ID (Atlas ID), please enter your FAA site code which will be: TBA )Once completed, please email me a copy of the training completion certificate for each TCA.Thank you.Business response
12/03/2021
We have reached out to **************** and have resolved her complaint. Removal is scheduled for Friday December 3rd. ******************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Shredit/Stericycle has not shown up to my business for the last 3 scheduled pickups (10/23/21, 11/9/21, 11/12/21), and whenever you call, you are just given yet another future date in which they do not show up. They have also ignored my multiple requests for copies of my contract. They recently went through with a merger and I guess they no longer feel as if they need all of their customers. I have been told multiple times that a supervisor would call me back. One once did they try. I was told that I should speak only with someone in account retention, yet when I email, my email is rejected by their company.Business response
11/17/2021
We have spoken with ************ and have resolved her complaint. **************** issue has been escalated to leadership to review process and coach the team.Customer response
11/18/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution IS NOT acceptable, but as they have me under a contract I have very limited options available to me.
Sincerely,
*********************Initial Complaint
11/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Shred-It has refused to cancel our service with them. We requested they pick up their bins and cancel our account in August and filed complaints with them prior to this as well. Seeking refund of all invoices made this year and cancellation of serviceBusiness response
11/18/2021
We working with ****************** to coordinate the removal of the containers. We have also escalated the issue to leadership to review process and coach the team.Initial Complaint
11/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been using Shred It for years but this past year the service is awful. They have merged with Stericycle and seem to be unable to pick up and shred paper. They have not come to our office since before June. They are suppossed to come every 8 weeks. The last time they were scheduled to come October 28 and they did not show. The time prior to that they came on a Friday. Our office is closed on Fridays, that information is clearly in our profile. We got our money back for the Friday visit but are trying to get our money back from the alleged October 28 visit, which did not occur. I have called cusotmer service several times and they are not helpful.Business response
11/09/2021
We have spoken with Dr. ********* and have resolved the complaint. Removal is scheduled for Thursday November 11th 2021. Dr. *********'s issue has been escalated to leadership to review process and coach the team.Customer response
11/10/2021
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,
Amber GrapevineInitial Complaint
10/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Shred-it has not been servicing our business on a monthly basis, but they are still billing us. I have tried to contact them but my call is never returned. We are getting buried in documents that need to be shredded.Business response
10/28/2021
We have spoken with ******************** and are working on a resolution regarding her complaint. Ms. **************** issues have been escalated to leadership to review processes and coach the team.Customer response
11/11/2021
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
10/21/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
We have a contract for monthly off site service. In March, we moved to a new location. Several Issues 1) ************************************* tried to have me sign a contract just to change our company address and did not tell me that it would have a term of 60 months. I was able to call customer service and get address changed with no contract. 2) In March, I was billed saying they serviced our console at our old address after the date we had vacated the premises. 3) Shred it has never serviced our console at our new location. Every month they would list calendar conflict as the reason for not servicing. In July, I request that they cancel our contract as they had not serviced our console. No one responded. Now I have an invoice for the last 3 months - without anyone ever being on our property to service our console and each proof of service says console unavailable. Completely untrue. Impossible to get anyone on the phone - I've spent hours trying.Business response
10/28/2021
We have spoken with ********************** and we have come to an amicable resolution regarding her complaint. *************************** issues have been escalated to leadership to review process and coach the team.
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Customer Complaints Summary
361 total complaints in the last 3 years.
115 complaints closed in the last 12 months.