ComplaintsforShred-It, a Stericycle Company

• Initial Complaint

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We entered into an agreement for shredding services. When I realized that we were eligible for Omnia pricing, which was significantly less expensive, I requested that we be moved to that pricing platform. After several months of negligence on the vendors part, we still were being charged for the higher price service. When it was finally moved to the correct pricing, I requested that they bill us accordingly back to the date of my first request for Omnia pricing. While some small adjustments were made, under the Omnia pricing agreement, we would have only been billed per pick up every 8 weeks. Instead we had 4 monthly invoices despite only having two pick **** I requested that they adjust the bills again and was told this would not happen. After having no response to my last email at all, including confirmation that our account had been removed from collections, which happened during the time I was trying to work with them to adjust the invoices and agreement.

  

  Business response

  11/13/2024

  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.

  Customer response

  11/14/2024

   
  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

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Shred-It contacts me every other year or so for shredding services. I was contacted by ***** ******* and agreed for a pick up of files to be shredded. While I was on vacation in August 2024, Shred-It dropped of 10 extra-large totes to the *********. Had I been in the office I would have refused them. When I returned I emailed ***** ******* and in his email he assured me that the Town would be charged only for the amount shredded. Nothing was ever picked up by Shred-It, other than 8 of the extra large totes I asked them to get - which were empty. No Shredding. Now, they have sent this to collections, I am getting phone calls and emails from them. I am extremely disappointed in Shred-it and will now have to find a different vendor to complete this service for the Town.

  

  Business response

  11/18/2024

  We have reached out to the customer, **** ****, and have resolved her complaint. Ms. ***** issue has been escalated to leadership to review process and coach the team.

  Customer response

  11/19/2024

   
  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

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I manage a medical office and we use Stericycle/Shred it for our secure document destruction, we have used them for two decades. We started receiving past due/collection notices in 07/2024 and have provided proof of payment of the outstanding invoice. I have received in writing that my account is not past due, and to disregard any collection attempts. I have now NOT had services since September, and my pleads for an explanation continue to go unanswered. In the most recent communication, they claim to have received my ACH for payment in December of 2023, but in Sept *************************************************************** to repay the invoice. I do NOT have a **** card associated to my account, why would they issue a refund when i was receiving collection notices. I have sent no less than 3 dozen emails and have called daily and continue to not receive reasonable explanation or resolution.

  

  Business response

  11/13/2024

  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.

  Customer response

  11/20/2024

   
  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. I am pleased to read that my case has been escalated to their leadership team, as I begged for help/resolution for months and ***** was responding or able to help. I do hope that customers do not have payments randomly refunded to other accounts and their accounts sent to collections with suspended services from paid invoices from the previous calendar year. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Termination of account requested; It has been over a month and the account is still active; None of the managers call me back as requested; They are always in a meeting and never follow up; No Money is owed; We need their equipment picked up;

  

  Business response

  11/11/2024

  We have reached out to Mr. ****** and have resolved his complaint.  Mr. ******************* has been escalated to leadership to review process and coach the team.

  Customer response

  11/12/2024

   
  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.

  The representative reached out to me and apologized for the delay. They credited the account and resolved the issue as requested. Thank you to Shred-it for the quick resolution. 

  
  Sincerely,
  
  *** ******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 24, 2024 I sent a website inquiry to request a one-time purge of documents. I was made a clear and concise request to be scheduled 3wks because I needed additional time to look through papers as I was recovering from surgery. ****** Tocar assured me the date and time for service wouldn't be an issue. Operations/scheduling was going to call me to confirm the date and time that was best for me. On October 3rd I received a call from a local driver, who showed up at my home without my prior consent/knowledge. I explained wasn't aware he was coming and wasn't prepared for the collection of documents to be shredded. I immediately called ****** *****, requested to speak with a supervisor to resolve this lack of communication. After waiting more than a week and still no call, I sent ****** an email October 5th requesting cancelation of the contract effective immediately. Several days later another email is sent to me with a service date of October 7th. Again, I called customer service, requested to speak with a supervisor and cancelation of contract and service. I was told the contract was canceled and confirmation would be emailed to me. However, I received a bill for ****** for services not rendered. I was given docket #******** as proof my request for bill modification was entered. I do not trust this company and would like assistance to resolve this matter.

  

  Business response

  11/08/2024

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

  Customer response

  11/11/2024

   
  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

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stericycle recently shut down our service because they said we had not paid our bill. I tried to communicate with the email on our billing statements they kept sending and they would never reply. When I called to tell them I have been sending them proof of our ACH wires, they finally saw that they had been misapplying payments on our accounts, but still took a few days to turn our service back on. Now we are having another issue where they are saying our accounts are not being paid. As you can see on the attachment I sent, we actually have $9K credit on our account because their billing department is so inept that they are constantly misapplying payments. Why are they holding all of this money and shutting off our accounts? I want a refund of this $9K overpayment.

  

  Business response

  11/06/2024

  We have reached out to Ms. ******* and have resolved her complaint. Our technical team is assisting with making updates needed.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an account with ********************** for years. Out of the blue in May 2024, a new lid showed up at my office and a bill for $55.11 was magically charged to my autopay ***** I called. to ask that it be removed or provide me with proof of me ordering this product. It is now November and I have yet to see either. Magically in September, a HUGE console for shredding showed up at my office. I refused to accept it and asked them to leave. I called Stericycle who claimed they have no record of this. The same driver has been showing up twice a week since then. I log into my account and they have added a shred it account to my account. Again, I NEVER requested this. I have sent numerous emails and numerous messages and no call back. 

  

  Business response

  10/23/2024

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

  Customer response

  10/24/2024

   
  Complaint: 22403444
  
  I am rejecting this response because: there is no resolution and I have not heard from you in days!
  
  Sincerely,
  
  **** *******

  

  Business response

  11/01/2024

  We have are continuing to work with Ms. ******* on a resolution.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  An unauthorized contract was created for ****** Computers with Stericycle / Shred-It.- Stericycle sent a contract to ******* *****, an employee of ****** Flow Controls, to set up an agreement that had ********************** as the business. (********************** is an IT provider for ***************** and we contacted Shred-It on ****** Flow's behalf to dispose of ***********. We can only guess that is how there was a mixup with our business name and ****** ********* *** ***** signed the contract without realizing it was for ****** Computers and not ****** Flow Controls.- ****** Computers did not know about any of this until Stericycle came to our business to pickup documents to shred. We were confused and were told by the pickup drivers that they would make a note and let the home office know we didn't have an account with them. When they mentioned ****** Flow Controls, we thought maybe they had the wrong address down. At this time we were unaware of a contract signed by *** Weeks.- Stericycle came an additional two times to our location and we reached out to Stericycle to try to figure out what was going on.- That is when we discovered that a contract was signed by *** Weeks, who was an employee of ****** Flow Controls, not ****** Computers. She was no longer with ****** Flow Controls at this point. We surmised that she must have thought the contract was for ****** Flow and did not bother to look at the business names attached to the agreement.- When we spoke to Stericycle, it was confirmed by Stericycle that this contract was made in error and the account would be closed.- We began to receive bills from Stericycle and we reached out to correct this matter. We were told repeatedly that it was taken care of. When the bills stopped Stericycle, we thought it was.- We were unaware that Stericycle sent our balance due to *************, a collection agency.- We have worked to get this resolved. They state that it is, but the email below shows that to this day, it is not.

  

  Business response

  10/03/2024

  Ms. ****** has reached out to us via several avenues, we have been in contact and are working with her on the resolution of her issue.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been trying to cancel my service for over a month, but despite numerous attempts, I'm getting nowhere. Every time I call customer service, I'm transferred multiple times, only to be told that an account manager will contact me in 7-10 business days. But each time I call, that timeline resets! Then, I receive emails claiming, "we are pleased to let you know your request has been completed," when in fact, it hasnt. I reply, only to be promised again that someone will call me back. At this point, I've lost track of how many calls and emails I've made, and an incredible amount of my time has been wasted. All I need is for someone to call me so they can pick up our shred box and finalize the cancellation.

  

  Business response

  10/08/2024

  We have spoken with Ms. ****** and have resolved her issues.  Removal of equipment is scheduled for October 28th. Ms. ******** issues has been escalated to leadership to review process and coach the team.

  Customer response

  10/09/2024

   
  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

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted BBB previously about a contract that was entered without our permission. The company would not help me until I filed a complaint on BBB, after I did so ******** ******* contacted me via email stating if we would send a copy of the police report she would allow us out of the contract. Our company did as instructed and after we started receiving collections letters from ***************. I have notified ******* numerous times to allow her the opportunity to resolve this. She responded once and has ignored all further communication. I need this contract ended adn the collection notices to be taken care of. We are further wanting refunded at this point for the charges this company charged for over a year all the while never picking up one single BIN

  

  Business response

  10/16/2024

  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.

  Customer response

  10/17/2024

   
  Complaint: 22365068

  THEY HAVE A COLLECTION COMPANY CONTACTING ME THEY NEED TO GET THIS HANDLED 
  
  I am rejecting this response because:
  
  Sincerely,
  
  Vanity D

  

  Business response

  10/25/2024

  We have continued worked with Ms. ***** and have provided her a resolution to her complaint.

  Customer response

  10/28/2024

   
  Complaint: 22365068
  
  I am rejecting this response because: THEY TOLD ME THEY RESOLVED IT AN I HAV4E ATTACHED LETTERS FROM COLLECTION CO9MPANY FROM SHRED IT, THEY NEED TO CLOSE THIS WITH COLLECTION COMPANY FPR THIS TO BE RESOLVED AND UPLOAD PROOF PLEASE
  
  Sincerely,
  
  Vanity D

  

  Business response

  11/06/2024

  We have resolved this complaint, the attached letter was provided to from the ARMS

*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. ↩