Complaints
This profile includes complaints for Shred-It, a Stericycle Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 315 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/26/2024
Type: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.
I have requested on numerous occasions to terminate my arrangement with this company. They are supposed to pick up the document container and refund over $1000 of my money (a credit that my account was holding due to their horrible bookkeeping and invoicing system). For TWO MONTHS now, they have told me that my account will be cleared and the money returned in 10 days. This is the worst company to deal with. **************** is not helpful. Horrible service.
Business Response
Date: 04/04/2024
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
Date:03/25/2024
Type: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.
On Nov. 2, 2023 we were quoted $ 184 plus $7 per extra box for shredding service. We agreed to 12 boxes for a total of $ ******. We paid the $ ******. A month later we got an invoice saying we still owed $ *****. I sent them a detailed reply and heard nothing from them. Each month we have received email and mail past due notices, and I have replied to each one with the same information, but they have never responded. Today's demand letter was threatening and again took no notice of the fact that the $***** was over and above what we were quoted for the work. The $ ***** over charges need to be zeroed out from our account, as we do not owe this. They told us $ ****** for 12 boxes, and I had told ******** at the time we needed a firm quote to evaluate against our *************.Customer Answer
Date: 03/27/2024
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:03/22/2024
Type: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.
I retired in December ******************************************* **********, **. Stericycle continued to debit my business account in the amount of $579.35 and shows I have a credit on my account but despite numerous emails and phone calls I cannot get a refund.My account number is ********** and the reference number for this case is ********. Stericycle has my credit card ending in 1001 on file and could simply credit the $579.35 to my card but there is always some excuse not to and I cannot get anyone to call me with an explanation.Business Response
Date: 04/03/2024
We have been in contact with **************************** and have resolved his complaint.Initial Complaint
Date:03/21/2024
Type: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.
Hired them to come to our office for a one time pick up to shred documents November 2023. First they didn't show up, called them and they finally came out another day. They charged my bank account $375.00 over the quoted price. Have contacted them a dozen times through email and phone calls about getting a refund and they have given us nothing but the run around. They kept putting another company name in the emails which we told them every time we were not that company! Finally got an email today saying they credited our account , with the ********************** name that is not ours and since the invoice was already paid. We don't have an account as this was a one time shred. So they gave credit to this other company's account with them.Business Response
Date: 04/03/2024
We have been in contact with ****************** and have resolved her complaint.Initial Complaint
Date:03/18/2024
Type: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.
Good afternoon -I took over an insurance agency in May 2022. The current agent had a Shred-It account. I called the customer service department where I spoke with a rep named ***********************. I asked about the service, we discussed $70/month with the option to change pickup days as I was not aware of how much "paper" and personal information we would need to discard. ***** sent over the quote. As you can see I signed this document in April of 2022 titled "Quote for *********************** Agency". The sales rep and I never discussed a 60-month continuous agreement. On Friday, March 15 I made a business decision to end the service as we are not filling our shredding bucket. When I called and spoke with *******, she told me it would be $1,200 to buy out of my contract. I was in complete shock. I was NOT aware this was a 5-year contract.***** never once indicated I would be committing to a 60-month contract. As I had taken over the business. At the time in May of 2022 I would not have made that type of commitment. I believe there was deception in the ********** communications with me in the initial quote. I'm trying to understand how a quote becomes a full 60-contigous contract, when there was not a meeting of the minds. The Customer Sales Rep I spoke with on Friday could only lower my bimonthly financial commitment but not terminate the service.Business Response
Date: 03/26/2024
We have been in contact with ************** and have resolved her complaint.Customer Answer
Date: 04/04/2024
Complaint: 21450506
I am rejecting this response because: Good afternoon I do apologize for the delay Shred-It has sent mixed messages. At one point a Service Rep stated they would be cancelling the service. I then received a called from their customer service rep stating she would NOT allow me out of the contract. Then I received another message from their customer service stating they would cancel. (see attached email from March 26). I have yet to get a clear message from them. Which is why I have failed to follow up with you. Thank you! Warmest Regards,
Sincerely,
***********************;Business Response
Date: 04/11/2024
We have continued worked with ************** and have resolved this complaint.Customer Answer
Date: 04/12/2024
Complaint: 21450506
I am rejecting this response because: Stericycle sent an email reference #******** - stating they value our business and partnership. See below - this does not meet the request to cancel.Dear ******,
Thank you for contacting Stericycle ****************. We value your business and partnership. It was our pleasure to serve you!
We are pleased to let you know that your request, reference ********, for a credit or new invoice has been completed. Please note that new invoices will have been sent in a separate email communication,or may also be retrieved by logging onto our online customer portal at ****************************.
If we can assist you further, please contact our **************** team at **************, use our Online Portal at MyStericycle.com or email us at *******************************************************************.
Stericycle
Customer Care
************
*******************************************************************
Sincerely,
***********************Initial Complaint
Date:03/13/2024
Type: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.
In March of 2023 I requested that Stericycle pick up the documents in their container to be shredded. I got no response for months, so purchased a small shredder. I also requested that the service be terminated and Stericycle remove their container from our premises. In July a service person came and removed the documents, but not the container. I made numerous requests to pick up the container. Their service person came 2 more times only to pick up documents and finally in December they picked up the container. I was charged for 4 visits. I paid for the one visit to pick up the container and have had many phone calls and email exchanges but no one there seems to read them.I was notified today that they are sending the account to collections.Business Response
Date: 03/21/2024
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 Answer
Date: 03/21/2024
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:03/12/2024
Type: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.
I attempted to cancel our business accounts with Shred-it yesterday in order to move on to another company. I was allowed to cancel one of the accounts without an issue. For the second account, I was informed that we were in the middle of a 5 year term that auto renewed in 2021. Supposedly, the agreement in 2016 said that the account would auto-renew for another 5 years if the account was not cancelled before the 5 year term ended. I asked if we received a letter notifying us of this renewal and the additional 5 year term back in 2021 and the rep just kept referring to the agreement from 2016. Our other account had no issues or terms attached. I explained that it is nearly impossible to remember something like that 5 years down the line and that it was an unfair agreement to renew a term for an additional 5 years after the first term was completed. We were not receiving any special pricing or benefits from being locked into a term with this company. Shred-it is going to charge us over $800 for an early termination fee if we cancel the account. I told the rep that I felt that was an extreme amount to charge for early termination for an account that should not even have a term in the first place. The pricing I received from the other company is much lower. We have been with Shred-it with this account since ************************************************** good standing. The only help the rep offered was to try to price match what the other company offered. She did not sound optomistic about removing the early termination fee. I told her we did not want a price match and we just wanted to cancel our account without an early termination fee. I sent the quote from the other company at her request in case we couldn't move but we just want out.Business Response
Date: 03/25/2024
We have reached out to **************** and have resolved her complaint. The removal is scheduled for today, March 25th. ******************** issue have been escalated to leadership to review process and coach the team.Customer Answer
Date: 03/25/2024
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:03/09/2024
Type: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.
I spoke to a customer service rep on January 26, 2024 about a mobile service to destroy 3 laptop computer hard drives. I was told it was $22 per computer and I agreed and signed a docusign for what I thought was that amount and was told it could be completed with in 1-2 business days because I was moving. They never scheduled a time with me and the customer rep did not answer his phone or return my calls. I left the computers with a friend and finally got a hold of someone at the company to schedule a pick up time. I then received a bill for $509.54. I was not made aware of any extra charges beforehand. Steri-cycle was not transparent in their pricing. I would not have agreed to this pricing up front. I have called and filed several complaints with the company trying to refund me with the extra charges and it was denied. I have several reference numbers:Ref#******** Ref#******** Ref#********Business Response
Date: 03/18/2024
We have been in contact with Ms. ******* and have resolved her complaint. Ms. *******'s issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 03/18/2024
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:03/08/2024
Type: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.
We have multiple locations. We wish to cancel our accounts after 4 years due to multiple unresolved issues and extreme overcharge. When we contacted the representative, she informed me that three of my four locations have signed contracts for FIVE years. Being the Practice Administrator, I know I did not sign any contracts. I asked to see the contracts. When they were sent to me, I informed the agent that the people that signed the contracts had no authority to lock my business into that long of an agreement. Her response was that was my problem, not theirs. She is now telling me the only way to get out of the contracts and cancel the services was to buy out the contracts at half price. This is ridiculous.Account Numbers are below ********** ********** **********Business Response
Date: 03/21/2024
We have been in contact with ******* and ******* and are continuing to work with her to resolve the complaint.Initial Complaint
Date:03/07/2024
Type: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.
CDS has had wonderful service from Shred-It for almost 7 years. Their customer service was great and we paid our bills very timely (the following week). It's with great frustration that I'm even having to file this BBB claim on a vendor we've had a wonderful relationship with.On our regularly scheduled service on January 8, 2024, it must have been a new driver who only went to our employee entrance, found it to be key-swipe entry only, and drove away assuming he/she could not gain entrance into our building. There were multiple signs indicating that vendors, deliveries, and clients were to use our main entrance.CDS was open that day from 7:30am to 6pm. The driver arrived at 1:20pm when we were definitely open and serving clients. When CDS discovered our bins were not emptied, we called Shred-It to request another pick up. The next scheduled pickup was just a few days away, so we agreed to keep the 2/5/2024 regular pick up and add a new one on 2/19/2024 to make up for the missed January pick up.We were told to continue to pay the January invoice and that we would only be charged for the one pick up in February. We did. Shred-It then billed us for both February pick **** This was not what we were told would happen since it was the driver error for not reading the signs and walking around to our main entrance. CDS attempted twice to call Shred-It to resolve, on tickets #******** and #********. Both requests for credit were denied. I'm attaching the Proof of Service from 1/8/2024 as well as the double-charged invoice in February. CDS is requesting a credit for the January billing of $128.82.Business Response
Date: 03/11/2024
We have been in contact with ********************** and have resolved her complaint. ************************** issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 03/11/2024
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,
***************************
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