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:01/03/2024

  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.

  Our business is moving locations and Shred-it advised that they arbitrarily extended our service for three more years (after roughly 5 years of service ) because, the terms and conditions give them that ability. I have read the terms and conditions and cannot find that anywhere. They are in turn requiring a $650 cancellation fee for early termination. I find this completely unethical and unorthodox. They are not returning calls to allow us to cancel, nor making it easy to even pay the termination fee. Ive reaf numerous complaints on this company, and many of the same that I have experienced. This company should be seriously reviewed.

  

  Business Response

  Date: 01/15/2024

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

• Initial Complaint

  Date:01/03/2024

  Type:Billing 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 contacted Shred-It to come to my house. They picked up multiple baskets/ boxes of documents which filled 2 of their totes. Approximately one month later, they attempted to take $1,108.12 from my bank account multiple times with each one being denied. They finally succeeded when my account was $13 more than the bill. They charged me for 12 totes plus $392.73 in fuel, recycling and environmental surcharges. My quote was for $60.49/tote for an estimated 3 totes (they only used 2 totes) with a $150 minimum. The quote did mention surcharges, but it said they were per index table which was not provided. Not realizing they finally succeeded in getting my money, they sent me a collection notice asking me to contact them. My bill should have been $120.98 plus REASONABLE surge charges as agreed. Their facility is approximately 5 miles from my home and does not warrant a $150.85 fuel surcharge. I want my account credited for all but $120.98 plus no more than $50 in surcharges. That equals a REFUND of $937.14.

  

  Business Response

  Date: 01/15/2024

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

• Initial Complaint

  Date:12/27/2023

  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.

  This company has skipped multiple scheduled pick-up for medical documents needing to be shred. Most recently, a pick-up was scheduled for 12/20/23. The company no-showed for this pick-up. We contacted them the next day and were routed to a call center in ***** or *************** were the customer service rep assured us they contacted the "local" branch of Shred-It and our pick up would take place the next day. Reference # ********.They did not come to pick up the items on 12/22/23 and we received no correspondence from them regarding the second "no-show"We called again on 12/26/23 to once again figure out why they keep skipping our office. We were told that the original call center rep did not "push through" the first request properly, so they were going to request a pick-up for today (12/27). Reference # ********. We also emailed the email on our contract customer-************************************ to report all of these occurrences. Today (12/27) we have yet to have them come to pick up any materials to be shred and we have called three different numbers and spoken with multiple people only to find that they supposedly don't have a phone number to our local Shred-It and can only communicate electronically, which obviously has done absolutely no good to this point.Today, I paid someone to move the boxes of shred materials from our lobby into our kitchen.

  

  Business Response

  Date: 01/08/2024

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

• Initial Complaint

  Date:12/19/2023

  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 used the ******* of ******It/Stericycle, **** in December 2020 and again in February 2023. Since then they have continuously sent marketing and sales emails as well as made phone calls to our business to solicit more *******s. I have asked numerous times to be removed from their list. They do not have an 'unsubscribe' option in their emails. They continue to contact us and it is borderline harassment at this point. I have threatened to contact BBB and that has not thwarted their attempts to solicit more business from us.

  

  Business Response

  Date: 12/27/2023

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

  Customer Answer

  Date: 12/27/2023

   
  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:

  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.

  On June 29, 2023, we scheduled an event with Stericycle to begin in October. We were quoted $230.30 plus $62.49 for one bin and one additional container.One July 6, 2023, the bin and additional container were dropped off by Stericycle several months early. When we received an invoice from Stericycle for the amount of $292.80, the approximate cost we were given in the quote, we paid them via credit card on July 24, 2023.We received another invoice from Stericycle for the amount $358.67 on October 20, 2023, after the bins were picked up several weeks late. We did not pay this invoice because we has already paid Stericycle in July for the service we received. At the end of October 2023, we noticed Stericycle submitted an authorized charge dated October 31, 2023 to the credit card on file for the amount of $358.67, the amount of the second invoice. We immediately disputed the charge with our credit card company.Please see the attached letter for more information. This letter was emailed to Stericycle on November 20, 2023.

  

  Business Response

  Date: 12/19/2023

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

• Initial Complaint

  Date:12/04/2023

  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.

  I entered into a contract with Stericyle in early Sept. It was my understanding (from their sales agent), and since I had a small amt.of paper to pickup, that I was to have a bi-monthly pickup at the price of $39.92, I thought the contract I signed was for that amount but it seems the contract read that I owed them a Monthly fee of $39.92+ other fees. No appts were avail. online, 1st pickup came a mo. later, they charged me over $100. ***y messed up my online acct. I requested advance notice when they were to pickup paper each time. When the driver finally came said he was not authorized to pick up any paper but he would if I didn't tell anyone. I complained to the sales agent when I found out I would be charged monthly instead of bi-monthly, he ghosted me. I indicated I wanted to cancel the contract because it did not meet the verbal contract we had talked about. He ghosted me. I called customer service and the agent sent me an email indicating he had not heard from me so he was closing the case after I HAD LEFT AT LEAST 5 MESSAGES BY THEN stating I wanted to cancel the contract because it did match my understanding of bi-monthly fee of $39.92. *** customer service agent has ghosted me after one phone conversation with me, stating there would be a cancelation fee. I have offered to return console. *** driver called me last Thursday (my work day, w/o advance notice) saying he was at my house to pick up paper, I was seeing clients in another city all day. My requests to cancel this contract have not been answered by either the sales rep or the customer service rep. *** driver, who was supposed give me advance notice of his arrival, did not reference the console pickup. I'm being completely ignored and have basically been called a liar. Sales agent said the driver on his console delivery was supposed to pickup up to 10 cans of paper, the driver said he wasn't supposed to pickup any paper. *** have sent me to collections, for a $51.84 monthly fee, I'm not paying them.

  

  Business Response

  Date: 12/12/2023

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

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20953577
  
  I am rejecting this response because:  We are still in the throes of negotiating a new contract that is closer to what I initially understood. I am hopeful that discussions will continue. My complaint is not yet resolved. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/19/2023

  We have confirmed with ******************** that her issue has been resolved.

  Customer Answer

  Date: 12/19/2023

   
  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:12/01/2023

  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.

  Our services with Shredit have been cancelled for over a year. We continue to receive emails/phone calls about an outstanding payment due despite having verified with a representative, the final amount with due back in July of 2022. We have replied to multiple emails asking for further information on said charge that is unpaid, and we do not receive a response nor is our response acknowledged. On the very same email threads on which we are responding, the customer support rep will reply saying we have not responded. This has been entirely draining, time consuming, and without exception is the most frustrating, bizarre and unprofessional experience we have had with any vendor (we are a commercial building and work very successfully and happily with dozens and dozens of vendors). Our email correspondence has been thorough and has been disregarded repeatedly leading up to us having history of 15+ emails regarding this issue. This unresponsiveness and inconsistency in invoicing is exactly the reason we cancelled our services. The most recent development is an email which suggests The notation the account I received [sic] was you wanted to cancel service. To cancel there would be an early termination fee. We have tried to escalate this to someone who is competent to review our correspondence and have been utterly unsuccessful, being forwarded to a new person each time, none of whom will read the lengthy and detailed correspondence which we provide as documentation. Weve considered paying the erroneous charges just to close out the matter, but the utter lack of any coherent accounting and customer service recourse for us has us concerned that doing so will only further open the door for more erroneous charges. Over a year on in explaining this to countless customer representatives and a bill collector (who has acknowledged implicitly that Shred-it seems to be in the wrong and that the ball is in their court) it sincerely feels like harassment at this point.

  

  Business Response

  Date: 12/11/2023

  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: 12/13/2023

   
  Complaint: 20944856
  
  I am rejecting this response because:

  We would like Shredit to respond in writing saying that they credited the erroneous charge and will not issue any more charges as we have canceled services, then we we will be satisfied and are pleased to close this out and not have any further correspondence with them.
  
  Sincerely,
  
  ************ Llc Building

  

  Business Response

  Date: 12/19/2023

  We have provided Ms. ***********;with the documentation requested and we consider this complaint resolved.

  Customer Answer

  Date: 12/19/2023

   
  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,
  
  ************ Llc Building

• Initial Complaint

  Date:11/28/2023

  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 unfortunately hired this company a little over a year ago. We did not need routine services, we needed an 'as needed' solution. The sales representative assigned to us let me know we could arrange this by simiply adjusting the frequency by which they came and we would only be charged when service was conducted. Since signing up, it seems that this company lacks transparency with its potential clients, bills them any way they can, and then makes it nearly impossible to be compensated or leave. 1. NEVER were we told that we were signing up for a 5 YEAR MINIMUM contract, with a $1,468.93 early termination fee. We have never worked with any other vendor that requires a 5 year contract. This is a rare requirement and should not be something that Shred-It/ Stericyle just sneaks into contracts. 2. The customer account is set up by default to not alert customers of upcoming pickups. The customer has to manually go in and turn this on. This type of practice is not in the best interest of customers since Shred-it/Stericycle can just pop in, not provide service (becuase it's not needed), and then still send a bill. 3. We were told at the time of sign up that the lowest frequency for pick up was every two weeks. After being charged and on an off the phone with customer service, we were told that we could actually switch to every 8 weeks. Why wasn't this an option in the beginning? 4. After switching to every 8 weeks, we would still have service show up when we weren't supposed to and then we were billled. 5. After multiple customer service conversations, we were offered refunds for the incorrect service dates. This was 6 months ago. We have called 3 times to follow up on the refunds and have been told it's processing. No checks received.After reading prior complaints, all of these things fall right in line with the experiences had by others. We will never recommend this service.

  

  Business Response

  Date: 12/08/2023

  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: 12/11/2023

   
  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:11/28/2023

  Type:Billing 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.

  This business bills for services they do not provide (i.e. charging for more than what they did, or services that were not even provided in the first place). This has been a repeated issue with them for YEARS. They need to be investigated and prosecuted for fraud.

  

  Business Response

  Date: 12/06/2023

  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.

• Initial Complaint

  Date:11/24/2023

  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.

  I solicited their service for a one time job. The employee did his job fine.My problem is they billed me with an invoice so I sent them a check for payment and then I noticed on my account I also had been charged through my credit card so I was charged twice. I called as soon as I saw this so I could have them refund me one charge. I was told by customer service that they would send it on to their supervisor and then to accounting and I was also told they were running behind so it would probably take a couple weeks.The time went by and no credit showed up, I called again was basically told the same thing but this time it was going to take two billing cycles to be credited? Well I am not a recurring customer, just a one time customer but I continued to have patience and waited it out & called again two billing cycles later when I didnt see the credit. Unfortunately it was the same old tune, I will send it on to my supervisor and I did ask a couple times to talk to a supervisor but was told they werent available, honestly I feel like my refund isnt going to happen but for the service I got its not worth double it had already gone up from what I was told over the phone when I signed up for the service they omitted certain fees probably to make it look like a more affordable deal.Needless to say I wont ever pile up things needing to be shredded by a company again.

  

  Business Response

  Date: 12/08/2023

  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: 12/11/2023

   
  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,
  
  ***********************