Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract with MedPro Disposal was to be in effect for 1 year. Per the contract, there is no where indicating a client is responsible for pickups that did NOT occur. I have 3 such events in which I did not have my waste disposed of (I was not on the premises to allow access) , but I am being charged for, and 1 additional that was added to the balance (but they credited that one). I have been in contact with MedPro upwards of 2 months requesting full credits to the open balances. In the interim, I have been charged late fees, sent notifications that they have not been able to contact me (which they have not attempted to) and been in intermittent contact with an account manager who was to help on my account. To this point, I have been credited for 1 invoice and late fees, but they are not crediting the remaining balance. When i inquire for backup information as to why this is not approved, i am not given answers. I am told this is what Im able to do. From the beginning, i took pause when i was offered a $50 credit for a 5-star ****** review (which i did) but once i was committed to the contract, customer service HAULTED. I am not liable for the charges-and will not pay for the charges-and I will take what action is necessary should I be sent to collections.

  

  Business Response

  Date: 04/08/2025

  After reviewing with the team, we have authorized a full refund and the client has a $0.00 outstanding balance with us and service has been shut off due to the on-going service-related issues. I have attached a screenshot of their account balance page. 

  Customer Answer

  Date: 04/09/2025

   
  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

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for medical waste disposal with MedPro Waste after speaking with a sales *** who promised that I would not be charged for services until I returned the filled pharmaceutical waste boxes and that the medical waste could be set for pick up at a later date due to slow start up needs and I could call when it was needed and would be charged at that time. They since have charged me for both the waste services. I returned the pharmaceutical waste boxes unused as instructed and with the labels they sent me. I offered to return the medical waste boxes but have not been asked to do so yet, but will do so as soon I am told how they wish to receive them. When I contacted them two more times, I was promised a refund and that they would not charge again, which they did. They do not stand follow through with promises.

  

  Business Response

  Date: 04/01/2025

  Unfortunately, this client account was not properly set up on the front end by the account executive as notes to delay shipping containers were inputted in the wrong field in our system and not passed along to the operations and finance team. After a review of the client's onboarding, we have adjusted our process to ensure this does not happen moving forward. While the containers requested were shipped, we proceeded with processing a refund for the client in the hopes that this will satisfy their outstanding issue.
  

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The refuse to reach out to me to discuss cancellation of my account. I open a ticket in Sept and was told manger would contact me. Still haven't heard anything from a manger. I have opened 3 other tickets since and they all get closed saying original ticket is still opened and that manager will reach out to discuss next steps. They still haven't reached out even after these responses. I have tried calling as well to speak with a manger directly and they are never available to speak when I call and the call center tells me a manager will reach back out, and they still never reach out. It has now been over 3 months since I initially asked to cancel my service and they continue to avoid the requests and refuse to reach out. I continue to pay a monthly service fee for an account I want to cancel while waiting for a resolution and response. The managers and customer service representative do not follow up or return phone calls.

  

  Business Response

  Date: 01/16/2025

  We spoke with the client and confirmed their account was closed effective December 2024 and that there is no outstanding account balance. Unfortunately, confirming all the final details during the holidays took longer than usual. We apologized for the unanticipated delay with the client, and they were satisfied with the resolution.
  

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company prepaid for a year in advance for the MedPro services. Since that day, I had nothing but issues. Wrong pick-*** or no pick-*** at all. My signatures were forged by the pick-up personnel. Called the company on multiple occasions. Finally, spoke to ********* ******, National Client Manager. She convinced me to switch to Disposal **** services instead. Promised to apply our company paid credit to the cost of the kits. Received the kits and invoice. Trying to contact the company through the portal and emailed multiple time to the National Client Manager to void the invoice. I want to cancel the contract and return the kits. Also, asking to reimburse my company for the no services. Terrible, terrible, terrible

  

  Business Response

  Date: 10/29/2024

  It appears some of the issue resulted in originally signing up for quarterly service when the facility does not produce enough medical waste to require on-site pickups. We migrated them to our mailback program at a discounted rate. The client said they had an outstanding credit that should have applied to their mail back containers we billed them for, but it turns out those credits had instead been applied to previous monthly bills where we credited them back when we made stops and there was no waste to pickup, which was done as a courtesy. Our team was finally able to arrange a return of the unused mail back containers last week and we have issued a credit for the returned supplies. The client now has a $0.00 balance and owes no outstanding balance to MedPro Disposal. 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22368865
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Khaitin

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed contract with MedPro in May of 2023. Since this date I have had nothing but issues. My first pick up was to be in June no one showed or called. When I called to confirm pick up I was told that my account was not set for pick up until September which makes no sense. Every month I have the same issue with no show or the driver showing up on a different day. Due to the nature of my business we are not in the office everyday day. Which is the reason I asked for a schedule. The managers and customer service representative do not follow up or return phone calls. As a provider and business owner it takes alot of time out of my day having to call to confirm pickup ir to find out why no one has come. There are days when I am seeing patients in the homes or place of employment and I have hired someone to come into the office to be there foe the waste pickup ( mind you I have no waste to be picked, the driver is coming to confirm that we have no waste) and no one shows.At the time of signing my initial contract I asked if Medpro would be the company picking up the waste and this was a complete lie. They subcontract out the pickups. We are currently on our second or third company through Med Pro.I have gone so far as to email the President of the company with no response. At this point I am at risk of losing my Biohazard waste certification through the State of Florida and this does not seem to be a concern for MedPro.I want out if this contract.

  

  Business Response

  Date: 09/20/2024

  **** and the clients assigned Client Manager, **** *******, met with the client via Teams virtual meeting on July 16th. The customer was receiving pickups and was concerned she would lose her license since ******************** was consistently missing pickups since due to the fact that she had what we consider non-standard hours. This is something we should have caught earlier in the set up process, as those clients are better suited for our mail back program. We advised her that Florida regulations only require her to get a pickup within 30 days of filling the container since she has sharps only. We shared the information / documentation from the state of ******* with her directly. Following this meeting, we sent her an order form to switch to mail back kits, which she seemed enthusiastic about at the time of the call. After multiple follow-up attempts, ****** finally signed the updated mail-back agreement on 08/16. We then issued a credit for the August invoice. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 21992855
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up with this company back in December, with a request to start services when we went live in February. I should have known to stay away, when the Account Executive told me to sign up that day because of a contest they were running in his office. There have been multiple service issues, where they never showed up, never called, or showed up and refused to wait or give us the boxes we need in order to provide the shipment back to them. #****** was opened on 1/16 #****** was opened on 2/5 indicating that the rep never showed up to drop off the supplies they are supposed to provide to us in order to pickup the waste needles.#****** was opened on 2/5 with me asking for a billing credit, because we keep paying for service that is NOT taking place #****** was opened on 4/14 because again they did not come out to pick up the needles. In between each of these tickets, I have sent MULTIPLE emails to people who are supposed to be our account admins, but nobody replies back and I can't get a phone call from anyone at that level. On May 3, I created ticket #****** requesting that I want our contract terminated, and then expressed my concerns for the last pickup WHICH DID NOT HAPPEN again, and how the driver refused to do his job. He literally walked in and right back out. This ticket was manually deleted in their system by someone, because it doesn't show up under my ticket history in their striven system. Thankfully, the email had the ticket number and details so I know it exists. They are not doing anything as outlined in their legal contract. We have paid $400 and have had only one successful pickup and it was not without a great deal of effort and tickets.I want services terminated, and I want our money back. I made the mistake of NOT coming here to verify and picked the first company that showed up.

  

  Business Response

  Date: 05/22/2024

  We have engaged with the customer directly and after reviewing the account history. The client should have received a quicker resolution from our customer service team, which was a definite miss from our support staff. Although we continue to validate if the reported service issues are accurate as local operations does show service attempts around the date(s) in question. Ultimately, we have made the business decision to release the customer from any remaining contractual obligation and waive any outstanding fees. The client has been informed of this and we consider this to be resolved to their satisfaction. 

  Customer Answer

  Date: 05/22/2024

   
  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

  Date:03/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Medpro billed for services not provided ($168). I called to have charge reversed. It was and was subsequently recharged. I called to reverse again and cancelled policy/agreement o/a January. Was charged cancellation fee. Later, MedPro reversed the fee and began billing me again. Latest charge is pending on the credit card on file. I am working with my bank to dispute the charge. I have also disabled future credit card withdrawals via MedPro. These guys need a shake out.

  

  Business Response

  Date: 07/23/2024

  The client file a complaint as a result of being issued for an over-allotment charge of $198. It was not billed until January, but was for the December period when service did occur. This is standard billing practice as detailed service invoices always trail our billing periods. Despite this, a refund was issued on 3/20/24. 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21442377
  
  I am rejecting this response because I was billed for services NOT PROVIDED. The business does not dispute non-provision of services. That's why the business refunded the charge.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/20/2024

  The client was issued a credit of $198 on April 08, which resolved his concern, Our client success manager, *************************, spoke with the client on August 8th (after we first learned of this being an unresolved complaint on BBB), where the client verbally confirmed this was his main issue and considered it resolved. **** sent a follow-up email to him the same day, thanking him for his time and inviting him to reach out if he needs anything further. 

  Customer Answer

  Date: 09/20/2024

   
  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

  Date:12/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are attempting to cancel our agreement due to repeated over-billing and service-related issues that have negatively affected us. However, MedPro is charging us $1,982.29 even though we are able to show a history of failures and issues. Below is a list of issues and tickets that show a consistent pattern of problems:#***** We were billed for services that we did not receive nor request. As a part of this issue, our card was run without authorization #***** We had to follow up on #***** as we received no update #****** The boxes and bags were taken during this pickup and we were left with no medical waste container. We were also charged an erroneous pickup fee after a new box and bag were dropped off.On 5/1/2021, our plan frequency was changed without us requesting or agreeing to it.#****** We were erroneously charged for a pickup that was never requested #****** We were erroneously charged for a pickup that was never requested. They refuse to remove the charge #****** Follow up on the previous ticket as no one responded to me.#****** - A late fee was charged while we were actively enquiring about #******. We ultimately paid this fee as we were receiving no updates from Medpro support and were concerned that more fees would be added.We were charged for 2 more months of service after the account was canceled. I had to call multiple times to have this removed I've called and emailed multiple times per week regarding the termination fee with no response from anyone at Medpro. This is typical behavior from them and re-inforces my decision to no longer work with them As a result of these issues, our business has been negatively affected, we no longer trust Medpro and do not wish to work with them. This last round of issues has lasted over 3 months with escalating charges from them and no contact whatsoever even after repeated attempts by me. We simply want to cancel services without having to pay the $1,982.29 fee. Thank you.

• Initial Complaint

  Date:11/17/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Medpro is a self-claimed BBB A+ business on their website. We were not happy with the "often no show" service and price they provided us, so we ended our contract with them in May, 2023, Medpro's billing confirmed that we no longer have a contract with them after 5/31/2023 with no invoices going forward. However, Medpro put us on a contract with another company, Stericycle, after May WITHOUT our knowledge. Stericycle showed up to pick up our waste, but we had no idea. We called Stericycle, and was told Medpro put us on a weekly waste pickup (again, without our knowledge). We have to call Stericycle every week to manually cancel the next week's pickup. We reached to Medpro a few times via emails and they confirmed our agreement was ended in May. However, they continue to bill us on the "services" they never provided after May. Medpro's customer service rep told us over the phone that we still had a contract with them which was different from what the sales and billing told us in emails that our service ended in May. They currently put us on collection and have sent us multiple demand letters for the service never happened after May. All evidences have been attached in this complaint. Please help us resolve this issue. We should be paying nothing to Medpro, and they should stop deceiving and misleading customers.

  

  Business Response

  Date: 12/13/2023

  I have had my team review this particular account and what they show is that the support request referenced in *** was a simply primary site contact change. Furthermore, the cancellation request began in July, but final confirmed pickup was not set up until August or September. At some point this year, we changed the subcontractor who direct serviced the account and from the client's history it appears that Stericycle was that hauler. This was not an assignment of our contract, which was active at that point in time, nor was it us signing on behalf of the client as they claimed. The client would have been notified of this change in service provider at least 30 days in advance. Lastly, we processed the cancellation we informed them of an outstanding balance and any early termination fee they may be responsible for. The client did not pay this, which sent them to collections later in the year.

  Regarding the BBB advertisement, we could not find that published on our core website, medprodisposal.com, nor any of the active/published landing pages that regularly receive web traffic. If the client has a URL of where they saw this, please forward. It is not something we advertise on the web or in any digital communication to prospective or current clients. Nevertheless, I have instructed my marketing team to revisit all web assets to remove that if it remains from the time when we were active BBB members. 

  Thank you.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20885607
  
  I am rejecting this response because:

  We spoke to your billing several times regarding the closing our account, and they confirmed on every call that our account was closed as of 5/31/23. We also spoke to the driver ************************* and he confirmed that our route was taken off from medpro's service since 5/31/2023. Why do we need to pay for no show service? It looks like Medpro never record their phone inquiries in the system. We made the right decision to switch to email communication in July which is when you finally created a case of cancellation in the system.
  

  Regarding Stericycle, we never receive any email, mail, or phone call regarding service change. Who contacted you to confirm that we received this notice? Please provide the proof that we knew Stericycle was coming to pick up our waste. If we didn't see the stericycle guy wandering around in the hall, we would never know. No one told us he was coming. Even though you finally created a cancellation case in your system in July, you never cancelled our "pickup" with Stericycle from your end. I have to call Stericycle EVERY week to cancel next week's pickup until the end of August. It is even more ridiculous that Medpro put us on a weekly pickup with Stericycle that we never had a weekly pickup with Medpro. I'm still patiently waiting for ***'s email. He kept calling me on the phone whenever I cancelled a pickup with Stericycle while hesitated to email us as I requested a email back.

  From the screenshot I sent in my first complaint, you can clearly see it was Medpro's official URL. I clicked the same URL, BBB A+ has been taken off. At least Medpro took a little step to honesty. Now, you need to take a bigger step of being honest and transparent to acknowledge that we have ended our contract on 5/31/2023 and all bills Medpro has created after that date will be written off.

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

  

  Business Response

  Date: 07/23/2024

  We still believe the interaction in May 2023 with a contact at the client resolved around updating contact information for the client and our internal notes. This followed by a cancellation request in July, claiming we did not service them in May. We provided the client with proof of pickup in the form of a manifest from May. 2nd and another one on July 6th as service had continued.

  Despite this, in November 2023 we ultimately issued a credit to the client dating back to May 2023, absorbing the cost for services provided. The credit was in the amount of $509.25 and the client was notified via email. The client would still owe any outstanding balances for services provided through May 2023 plus an early termination fee as outlined in their service agreement.

• Initial Complaint

  Date:01/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I represent a company that has contracted with MedPro Waste Disposal, LLC, **************************************************. Client Manager: *******************************, *************. Email: *********************************************************** Since July 2022, I have noticed that the local company they contract with do not use appropriate PPE (OSHA standards) to handle biomedical waste. I also have noticed they use dirty/non clean biohazard bins. I have complained to the company regarding my concerns and these issues multiple times since last year. I have requested cancellation of my contract on the above listed violations and concerns. I have tried to cancel my contract with them on the basis of breach of contract due to lack of keeping up with "standards in biomedical waste handling" but they have refused to believe these reports and acknowledge their breach of contract with these standards. They did not keep record in October when I called and cancelled services. Even though they are in breach of contract they are trying to force me to pay a cancellation fee when they have breached our contract agreement.

  

  Business Response

  Date: 01/13/2023

  We are disputing this clients accusations and have already engaged with the local agencies responsible for investigating a claim that we take quite seriously. Below I have provided a copy of our response to the local OSHA authorities that references our standard operating procedure (SOP) with regards to the requirements for our biohazard drivers and enforced use of personal protective equipment (PPE).
  
  Regarding the client, they signed a service agreement with us for medical waste disposal and for reasons unknown they are now seeking to breach said agreement. We have attempted to work with the client to resolve any issues they may have, but it would appear they are simply looking to switch to another vendor and in an effort to nullify the agreement have made a very serious accusation to OSHA regarding workplace safety.
  
  The client in question filed a complaint of the following alleged hazards:
  
  1. Employees do not use PPE when handling waste material. Possible Applicable OSHA Standard: 29 CFR 1910.1030(d)(3)(ii)
  2. Plastic Biohazard bins that are handled by employees and customers are not cleaned, sterilized, and still contain biohazard waste. Possible Applicable OSHA Standard: 29 CFR 1910.1030(d)(4)(ii)(C)
  

  MedPro has investigated both claims within our organization and including any 3rd party operators. All MedPro employees (drivers) and our 3rd party operators that are in contact with infectious waste wear nitrile exam gloves suitable for BBP exposure. It is the generator of the infectious waste responsibility to package all infectious waste for shipment. Drivers are not permitted to package any infectious waste. Generators are required to tie closed the redbag liner and close the corrugated box or plastic tub. Drivers will only handle the exterior of sealed packages of infectious waste. It has been verified and observed that drivers are following MedPros written standard operating procedures regarding wearing gloves.  
  
  MedPro SOP Section 3(I)
  I. All medical waste drivers are required to use standard BBP gloves while handling medical waste containers.
  
  Plastic reusable tubs are cleaned by 3rd party treatment facilities. The plastic reusable tubs are cleaned with a twostep process as listed in our operating procedures. Additionally, all customers are provided with new clean biohazard liners for the standard containers. It has been verified and observed that treatment facilities are processing plastic tubs in accordance with MedPro written standard operating procedures.
  
  MedPro SOP Section 4 (i,ii,iii,iv)
  4)    Cleaning: Once the redbag liner with medical waste is removed from the plastic container, all empty plastic tubs are cleaned using the following method.
                                                 i.     Any residual material from the bottom of the bin is removed.
                                               ii.     All bins are sprayed with a bleach/water solution of 36:1 with a contact time of no less than 5 minutes.
                                              iii.     Bins are then rinsed with clean water.
                                              iv.     Bins are then sprayed with an additional disinfectant and deodorizer and left to dry.  
  
  These policies and procedures are outlined in MedPros Standard Operating Procedures.