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.
If you've experienced an issue
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:03/07/2024
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.
I began contacting Shred It (Stericycle) on Feb 23, 2024 to stop ongoing scheduled pick *** for document/shred removal services and to arrange a final pickup of the recycling bins (two bins per our contract) for location **********. I now have 7 different ticket numbers related to getting the service stopped and the latest call this morning 3/7/23 resulted in a representative telling me that "the wrong service" was discontinued and the person who initiated the request was in a meeting and she would have to fix the ticket later since she initiated it. The office location of the service will only be open 2 days per month going forward and I cannot get the "local branch" to email or contact me regarding the final pickup of the bins. I want the issues resolved and my account closed. The online portal showed "2 bin removal" scheduled for today; however, yesterday I was told by a rep that it was truly just a regular pickup scheduled and she cancelled the service. I was also billed for a purge service on 3/6/24 that was just shred pickup of documents from our regular two bins. The dispute ticket was denied. I feel we are being strung along in order to keep billing us for services when I have repeatedly put in tickets to close the account.
Business Response
Date: 03/21/2024
We have reached out to **************** and have resolved her complaint. The removal is scheduled for today, April 21st. ******************** issue have been escalated to leadership to review 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:02/27/2024
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.
Stericycle was contracted to service our facilities on a regular basis. Their service was receiving and shredding vital documents. After numerous contacts because of not showing up to collect overflowing collection containers and non performance of services. We decided to utilize another service. One only needs to inspect the required manifests provided for each pick up. No signatures and forged signatures are proof of the inability of their driver to perform his/her duties. We are therefore requesting $1499.94 for services paid for and not received. it should be noted that Stericycle services another one of our facilities with no problem. Respectfully Submitted ********************************Business Response
Date: 03/11/2024
We have been in contact with ****************** and are continuing to work with him to resolve the complaint.Customer Answer
Date: 03/11/2024
Complaint: 21354399
I am rejecting this response because: their response was threat of collection for what they perceive as an overdue invoice
Sincerely,
*****************************Business Response
Date: 03/19/2024
We have been in contact with ****************** and are continuing to work towards the final resolution.Initial Complaint
Date:02/27/2024
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.
First, I'm surprised that Stericyle has an A+ rating with the Better Business Bureau, with clear deceptive business practices documented in unfavorable reviews on the website. Respectfully, I don't understand how a company with a long history of consumer complaints still maintains the highest rating from the BBB. We canceled our contract with Stericyle via email to Customer-************************************ on November 17, 2023. Someone from Stericyle called me twice to confirm the cancellation, but they continued to send a driver to the school to pull the contents of the shredding bin. The driver was not allowed in the building, and services were never performed. We've received multiple invoices for services that were never authorized or performed. Strericyle has been asked multiple times to stop calling and coming onsite. They are relentless and continue to call and send overdue invoices to the school. Based on other reviews I've read, this seems to be their method of operation.Business Response
Date: 03/07/2024
We have been in contact with ************************** and have resolved her complaint. Ms. ************* issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 03/07/2024
Complaint: 21352900
I am rejecting this response because:Stericyle's response is untrue. No one from their company has contacted me.
Sincerely,
***********************************Business Response
Date: 03/14/2024
We have continued worked with ************************ and have resolved this complaint.Customer Answer
Date: 03/14/2024
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
Date:02/23/2024
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 November 2023, 8 Shred-it bins were delivered and subsequently picked-up from our facility. Shred-it invoiced us incorrectly, twice, and the second invoice was for 28 bins. I called **************** to correct both invoices, and then Shred-it drafted our account anyway for the wrong amounts. The total invoice should have been for $907.54, but Shred-it drafted our account on 10/30/23 for $230.30 and again on 11/27/23 for $2,606.29. This means that Shred-it owes us a refund of $1,929.05. I have called and emailed **************** numerous times regarding said refund. I learned that it could take up to 2 billing cycles (8 weeks) to receive the refund, and that we should get it on or before 1/30/24. However, it has been 12 weeks, and no refund has been processed. I was also told that Shred-it's accounting **** was responsible for processing the refund, but **************** would not provide any contact info. **************** did validate that the refund due of $1,929.05 is correct. Shred-it royally botched up these transactions and it is their responsibility to process a refund in a timely manner. The lack of attention to this matter is frankly irresponsible and unprofessional, and it also demonstrates a lack of customer care and sense of urgency. Today I called **************** again, sent an email and also sent a letter requesting immediate processing.Business Response
Date: 03/01/2024
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: 03/01/2024
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.
***********************************************Initial Complaint
Date:02/19/2024
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.
Since last year starting in March (when we purchased a practice) I have been trying to combine their account with ours. In August I signed an updated agreement with *************************. Since then I have sent several emails and several phone calls. I have repeatedly asked for a manager to call me directly. To this day our account is still messed up and we are not getting service unless we call which turns into a huge mess. I give them the site number off the invoice and they can't locate the account. Today I even got asked "are you sure that is the right address?" After the rep had just read off the entire address to me. She then puts me on hold comes back on and says your new number is.......which was the exact number I had given her to begin with. At this point I just want our account closed and I will find another service provider for our seven locations. Between your customer service department and your billing I am done.Business Response
Date: 03/01/2024
We have reached out to ************** and have resolved her complaint. The last of her removals is scheduled for today, Friday, March 1st. ****************** issue have been escalated to leadership to review process and coach the team.Customer Answer
Date: 03/04/2024
Complaint: 21313455
I am rejecting this response because: Containers still have not been removed from all locations as of 3/4/2024.
Sincerely,
*********************Business Response
Date: 03/12/2024
We have continued worked with ************** and have resolved this complaint.Initial Complaint
Date:02/15/2024
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.
I was quoted a service of $530 total with all extra charges waived. I was quoted this over email with multiple confirmation emails. Upon invoice, I was charged $840 total. When contacting the business to dispute it, they kept hanging up on us and would not help us or answer any questions. Not to mention, the service received was not the service promised. We were promised on site shredding with a certificate of destruction. They did off site shredding and did not provide a certificate. We were also promised that the service provider would be able to go upstairs and they refused when they arrived. We had to move the boxes ourselves.Business Response
Date: 02/28/2024
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:02/15/2024
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 contacted Shred-it to preform a shredding job. ******************************* was my contact, the phone number I used to communicate with ****** through the process was ************** and ******'s email at the time was: ******************************************** I had a few conversations and emails exchanges with ******************************* before the job was completed. On July 18, 2023 I contacted ******************************* through EMAIL to double check and understand 100% how much the shredding job was going to cost. ****** stated through an Email that the total price of the job would be $387.58. They did the job, and I had authorized a credit card charge for the total we had agreed upon through the last email. Instead of billing $387.58, they billed our credit card $896.97 (Chase credit card statement for 9/2023). I called ******************************* as soon as I received my statement, and he did not answer the phone or returned my emails or call messages. ****** is (or was) an inside sales representative for Shred-it. I called on 8/21/2023 and they said that they would EXPEDITE the refund, since then, I have called a few times. They acknowledge the issue and they keep repeating the same story: "the check is going to be expedited and will be in the mail soon". The reference case number is: ********. I explained to them when I called on 1/17/2024 that it would be my las attempt for them to refund the money, I also told the representative that if I didn't receive the refund check in a timely manner, I would contact the BBB and place a complain. As of today, 2/15/2024, the refund has not been received.It has been a waste of time for me to keep calling and dealing with this. It is lack of integrity and basically them getting away with it. I figure that perhaps many people do not follow through and they simply get away with it. Shred-it phone number ************.I appreciate if you can look into this issue. ************************* *************************, MD ************ ****** (Office Manager)Business Response
Date: 02/20/2024
We have been in contact with ******************** and have resolved her complaint. Ms. ********'s issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 02/20/2024
Complaint: 21297777
I am rejecting this response because:Shred-it as NOT given a refund yet. They have been ESCALATING this problem to higher management since my very first call to them without results. Also, they have not been in contact with me, I have created all the contacting (several phone calls) for them to correct the overcharge and to request the refund. They have been incapable to resolve the problem, the escalated higher management has done nothing for months.
Shred-it ignoring this issue is unacceptable and the fact that they have not done anything about this refund to this day is even more unacceptable.
Sincerely,
***************************** *************************Initial Complaint
Date:02/12/2024
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.
In August of 2023, Shred-it came and shredded documents for our company. The year before they sent a bill and we paid by check. This year we had to provide a credit/debit card when setting up the service. They charged our debit card and also sent a bill in which we paid not realizing they had charged the card. After realizing we double paid, we contacted them for a refund. We keep getting a run-around saying they will be putting the money back on the card but never do. We were initially told it would take 1-2 months to process but it has now been 5 months and no refund. When we call they say their supervisor is not in yet or in a meeting. We are not sure what else to do to get our money back.Business Response
Date: 02/14/2024
We have been in contact with **************** and have resolved her complaint.Customer Answer
Date: 02/14/2024
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
Date:02/08/2024
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.
Since April of 2023 I had been trying to get resolution to small charges to our business account. I filed 4 inquiries and each one was closed out by Shred-It without resolution.We decided to end the contract with the company and had them pick up the shred box. We were charged $50.47 for the pick up. I feel that since they were unable to rectify my inquiries from a year ago the removal fee should be reversed or reduced in good faith.I sent another inquiry on 2/7/24 requesting the waiver and they just told me a flat out "no." No negotiation, no acknowledgement of the charging issue that forced our company to terminate the contract.Business Response
Date: 02/09/2024
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:02/05/2024
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.
I contacted Shred-It/Stericycle after my father died to have bins placed at his house to shred financial documents from his and my mother's business. **** responded to my inquiry and **** up the contract and pricing. The total for dropping off, picking up, and shredding 6, 96-gallon bins was $521.40. One-time charge, no additional costs. I paid this on December 22nd when the bins were dropped off at my parent's house in Apple Valley. I coordinated a pick-up with **** for 1/4/24. My husband and I made a special trip down south from ******************* to fill the bings before the 4th. The bins were not picked up. I contacted **** about this and she rescheduled for 1/22/24. The bins were picked up on 1/11/24 and I was charged another $521.40. I contacted **** and customer service and billing and received a credit invoice but not a refund. Then on 2/5/24, I was charged another $218.90. I contacted billing at the request of **** and billing did not know why I was charged. I asked for a supervisor. **** put me on hold for 20 min and then came back and transferred me to nowhere and the call was disconnected. I called back and then another credit invoice was issued for $218.90. I asked how I would receive the funds as I don't have a regular ongoing account. They said I should call back when the 2nd refund request was issued and ask for a one-time refund. In total, I am out $740.30 and 3 additional hours going back and forth with these people. I would like my refund of $740.30 and to never do business with Shred-it in any capacity again. If this company wanted to have repeat business they would issue me an additional refund of $52.40 for my hassle and hardship taking additional money out of my account has caused.Business Response
Date: 02/14/2024
We have been in contact with ************** and have resolved her complaint.
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