Complaints

This profile includes complaints for Shred-It, a Stericycle Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Shred-It, a Stericycle Company has 132 locations, listed below.

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  Shred-It, a Stericycle Company

  2355 Waukegan Rd Bannockburn, IL 60015-1586

  
• 

  Shred-It, a Stericycle Company

  3811 Rose St Schiller Park, IL 60176-2121

  
• 

  Shred It USA - Mobile

  4476 Laughlin Dr S Mobile, AL 36693-5659

• 

  Shred-It

  1870 W Prince Rd STE 49 Tucson, AZ 85705-2969

• 

  Shred-It, a Stericycle Company

  6309 Da Lisa Rd Milton, FL 32583-7639

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:01/30/2024

  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.

  We currently receive services from Shred / Stericycle for four of our five locations. I have our accounts set up for automatic payment withdrawals. When we reconciled our bank statement for the 3rd quarter of 2023 we noticed a payment withdrawn for $4,199.55 on 9/11/2023, Stericycle was contacted , a dispute filed with the bank regarding Stericycle, however the charges continued each month : 11/13/2023 $4,199.55, 12/14/2023 $4,199.55, 1/12/2024$4,199.55 , 1/29/2024 $4,199.55totaling at this point , $20,997.75.Upon investigation with Shred It , they had documented that we did a purge, which we did not, however ********************** Group did the purge and *******/Stericycle charged the wrong account. In November ********************* , the person through ************** began calling to notify them that they had debited the wrong account, to attempt to get this issue resolved however after numerous attempts neither of us are successful in getting this resolved.

  

  Business Response

  Date: 02/12/2024

  We have been in contact with ****************** and are continuing to work with her to resolve the complaint.

• Initial Complaint

  Date:01/30/2024

  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.

  I contacted ********* to shred some papers on the phone and in all correspondence, we agreed on $125.00. I was told by ******* it would ALL be done for $125.00 total. which I agreed to. i had to pay $125.00 by credit card before they would pick up the papers. then I received a email bill for $245.00 with no acknowledgment to my $125.00 initial payment. . $180.00 for the service then the rest for surcharges. No sur charges were mentioned at any time in my conversations with *******. The ONLY figures ever mentioned was the $125.00. Had I been informed of these extra charges I would have never had agreed to use their service!!r

  

  Business Response

  Date: 02/09/2024

  We have been in contact with **************** and we are continuing to work with him, resolution is pending receipt and application of payment mailed in.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21219761
  
  I am rejecting this response at this time because: I am waiting for verification. That my account is now paid in full. i requested a detailed paper invoice by mail. but was told they could. Not send me one. I had to go and download the invoice which still showed the full amount and then send my payment of the agreed to $125.00 Mail.  I am waiting for documentation that my check was received. and my account is paid in full!!  then I will consider ti closed. Thank  you
  
  Sincerely,
  
  ****** "*****" ******

  

  Business Response

  Date: 02/13/2024

  We have continued worked with **************** and have resolved this complaint.

  Customer Answer

  Date: 02/13/2024

   
  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 accept the response as we have reached an agreement and they have shown my account as paid in full. ,
  
  Sincerely,
  
  ****** "*****" ******

• Initial Complaint

  Date:01/30/2024

  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.

  In early December 2023 we asked that four containers be dropped off for two weeks at our 600 Meadowlands location. never came back to pick them up I called to find out when we were on the pick up schedule in early January. representatives could not tell me when but they said I would be receiving a call to schedule the date. That never happened. No one ever called. So I called again on 01/18/2024 ticket number ******** and clearly explained our office was moving. The containers needed to be picked up ASAP.Again no one ever came and no one called to give me a date and time for pick up.So I called again on 01/22/2024 ticket number ******** and clearly explained our office was moving. The containers needed to be picked up ASAP but no later than Friday 1/26/2024.That never happened So I called again on 01/25/2024 asked for a supervisor they transferred me to Customer Experience to create an internal ticket. I was on hold for 27 minutes never spoke to any representative after I was transferred. Friday came and went no one came to pick up the containers. So I called again on 01/29/2024. Now I am really ****** off. I have made multiple calls just to try and schedule a pick up!!!!! The *** added my aggravated comments to ticket number ******** and again I clearly explained our office was moving and if these containers are not out of here they are going to charge us an additional months rent. I requested the phone number to the Branch and was told they cant give that to me they only have official codes to contact the branch. I asked for a supervisor and was told no supervisor is available. I held the line multiple times while the representative tried to get in touch with the branch.I need a CSR to contact me now so we can schedule the pick up of these containers Today 01/30/2024. ******************** - ***************************

  

  Business Response

  Date: 02/01/2024

  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: 02/02/2024

   
  Complaint: 21219738
  
  I am rejecting this response because:

  Outstanding invoice needs to be discounted or cancelled altogether. We spent 45 days and numerus phone calls and wasted time on this. By result of this wasted time employees had to work overtime to complete their daily tasks. I have attached the invoice.  Please get back to me with a solution. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/06/2024

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

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21219738
  
  Shred it has not resolved this complaint.  My request is simple - Please send revised invoice with Discount to resolve this complaint. When this discounted invoice is received I will withdrawal the complaint.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/30/2024

  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.

  5 years ago i asked an office manager to find a shredding company for our small business. She engaged stericycle at the time and signed a contract with them. She was not authorized to sign contracts for the business and was under the understanding that she could cancel at any time. The representative from stericycle represented their policy that we can cancel an individual pickup at any time as if we could cancel the service at any time.When I went to cancel 2 years into the contract, i was informed that we could not cancel without significant fees - around $1000 or half of the remaining contract. They refused to cancel even though i expressed that my employee was misled. I expressed my intention and desire to cancel but was refused. I honored the contract for the 5 years as i honestly didn't have the band width to fight them. The 5 year term ended 10/28/23. I called to cancel last week (around 1/22/24) when they sent me a bill which reminded me it should be over. They referred me to further small print in their contract that stated the autorenewal and a 60 day window in which i had to contact them to avoid auto renewal. I had not been informed of this pending auto renewal in my previous contacts with them and received no notification of this before, during or after that window.I fell this company misled my employee with the initial contract and misled me during my attempts to cancel by not informing me of the 60 day window.I just want out, and they refuse (without a $2000 fee)

  

  Business Response

  Date: 02/08/2024

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

• Initial Complaint

  Date:01/28/2024

  Type:Product 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.

  12/26/2023-Sent an email seeking details of shredding documents for one time not for a business but for a residential. 12/26/23- Received mutlie phone calls and an email from ******************* about setting up my account and an estimate. I replied to the email.12/27/2023- Faith replied to my email with the details of the projects and pricing. In the email she gave me a quote, which seemed fair. She said once I filled out the docusign and secure payment form, her operation team would reach out in 5-6 business days to confirm service date, which would roughly be 2 weeks. 12/29/2023- I had Faith send me the secure payment and docusign links and completed the process to have my private documents picked up from my location and shredded. I sent multiple emails to Faith and customer service trying to schedule a pick up. No contact until 1/8/24 when a driver called to say he was at my location. I was at work and I was completely blindsided. Call Faith and she said she would take care of the mistake. 1/12/24- Sent email to customer service. No response 1/17- Received e-mail from ************************* that my pick up had been scheduled for 1/22/24. No other communication and no confirmation from me that date would work for my schedule. 1/19 After several emails trying to reschedule pick up, I call customer service. Agent was rude but rescheduled my pick-up for 1/31/24. Confirmation # ********. Received e-mail with details of pick up. 1/26- Received invoice # ********** for $166.13. Items have not been picked up or shredded. Date of service on invoice- 1/22/24. 1/28/24 Have been trying to reach customer service with no response.

  

  Business Response

  Date: 02/09/2024

  We have been in contact with ****************** and are continuing to work with her to resolve the complaint.

  Customer Answer

  Date: 02/09/2024

   
  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

  Date:01/21/2024

  Type:Product 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.

  In July 2023, my bill with ********* was double paid. A check was sent and deposited by Stericycle and my credit card was charged. Since August 1, 2023 I have been attempting to obtain a refund from the double payment. At first I was told the refund would cone in one or two billing cycles. When that did not happen, I have been calling monthly and mist recently was told my refund would go back on my credit card within two weeks....that was over a month ago. Allegedly, my refund is on a supervisor's radar to "expedited" and that has been about three months ago now.When I ask to speak to a supervisor or billing account person the question us evaded with promises that my refund will be completed soon.I am at a loss as to what to do. I feel like they are stealing the $750.01 from me and this all feels so shady. Please help!Thank you,*************************

  

  Business Response

  Date: 01/26/2024

  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: 01/29/2024

   
  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:01/12/2024

  Type:Product 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.

  An invoice for services was mistakenly double paid and Shred-It will not refund the overpayment of $613.71. Multiple calls over several months have been made; Shred-it shows a credit of $613.71 on our account, but is "unable to process a refund check" for reasons that they will not disclose.

  

  Business Response

  Date: 01/18/2024

  We have worked with ****************** and have resolved the complaint submitted by Ms. *******. The issue has been escalated to leadership to review the process and coach the team.

  Customer Answer

  Date: 01/18/2024

   
  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:01/11/2024

  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.

  To whom it may concern,I placed a contract with Stericycle on 9/15/23 for a one time service of personal information destruction. On 11/2/23 the amount for the one time service agreement was paid in full. The 1 large tote was picked up on 12/5/23. I also received a confirmation of destruction 12/5/23. I have now received a new invoice on 12/27/23. This is for a recurring service starting on 12/5/23 when Stericycle picked up the 1 large tote that completed the one time service agreement. I contacted Stericycle and told them I only had a one time service contract and it has been paid in full. They proceeded by giving me a credit to use on future invoices for this recurring account that does not exist. I contacted them again about not having a recurring service, only a one time service contract. They then charged me again for another monthly service. I now owe 2 months of service and overdue on a payment on a nonexistent contract. I never received an invoice for this new charge. Stericycle has now directly taken one of monthly charges out of my card that is my form of payment. I never enrolled in auto pay. I have now contacted Stericycle multiple times with no avail. I have reference emails to attest to this. This company is completely incompetent. If you can please help me get a refund and remove any invoices for a nonexistent service contract so my credit is not affected I would greatly appreciate it.

  

  Business Response

  Date: 01/23/2024

  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: 01/23/2024

   
  Complaint: 21134805
  
  I am rejecting this response because: I was supposed to receive my refund and Stericycle has not processed it for the refund to be completed and for me to have my funds back. 
  Stericycle has not closed the recurring account that they do not have a signed contract for and still has my card to automatically remove money monthly for this non existent recurring account and was never given authorization for auto pay. 
  They will continue to steal my money. 
  I have sent an email to revoke authorization for the auto pay use of my card. 
  I am now waiting to receive my refund still and to also receive a confirmation email that the authorization is revoked from my card attached to this non existent recurring account and that this account is closed per requested multiple times now. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/29/2024

  We have continued worked with ************ and have resolved this complaint.

  Customer Answer

  Date: 01/29/2024

   
  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:01/11/2024

  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.

  REFERENCE NO: ******** ACCOUNT: ********** Called Shred-it to schedule a residential pick-up. I spoke to *****************************. I explained to **************** i did not have 64 gallons of shredding. She told me to find others to increase the amount as the initiator I would still be responsible for payment. Right??When the driver came he told me he would see about having the cost reduced because I really did not have anything. So, I waited for an adjustment to be made. I called customer service and was told the driver should not have said anything to me because he did not have the authority.After resolving myself to $199 residential charge, I was charged $274.43 for less than one green trash bag. I reach out to ************************* on November 6, 2023. He contacted ***************************** and she agreed to give me a 15% discount making the charge $233.26, refunding $41.17 to me. On the same day he reached me and asked me if I would accept the discount which I did. The bill had not been charged at this time.On the schedule billing date I was charged the full amount of $274.43 and have been attempting to get my refund since that time. After multiple calls being told its the billing cycle and it would be referred to the Supervisor, ******. Each time I have called I have been told it's the billing cycle the last agent I spoke with before today was ****. On December 8, 2023 once again I was told i should receive the refund by mail in **** days. check would be mailed to me in **** days. I called on January 11, 2023 asked for a supervisor and was told he was not available but ***, the agent, said he would have him call me. It's still ******. Unfortunately, I have no faith in ******.

  

  Business Response

  Date: 01/23/2024

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

  Customer Answer

  Date: 01/23/2024

   
  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:01/05/2024

  Type:Customer Service 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 have tried to contact Shred it several times by email and by telephone. They keep emailing back stating our complaint is resolved but nobody has reached out to us. They are not picking up our secure shred documents and are not showing up on the days are supposed to and they are still charging me for it monthly. I have called to disconnect our service and I get put to a call center overseas who do not understand English and they will not put me through to a person in ************* that can help resolve my complaint. They just tell me they emailed them and have done nothing about it. I am soo frustrated with them. I have used this service for 5 years and expect better communication than this.

  

  Business Response

  Date: 01/18/2024

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