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:04/11/2023
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 fulfilled a two year contract with Shred-it in March 2023 and when I tried to cancel services on their website I could not find any place to cancel. I called their customer service number and after a long hold I spoke with a representative. She told me I needed to speak to a different department and put me on hold to transfer me. I was on hold for over 15 minutes when I was hung up on. I waited for them to call me back since I had just given the representative my phone number but after 5 minutes I called them back. I tried a different selection on their IVR menu and spoke with a different representative. I told her I was cancelling my service and she took down all my information and told me that someone would call me to speak to me about cancelling service. On April 11th I received a phone call from a Shred-it "retention specialist" by the name of ********************* with a case#**********. This representative told me that my agreement was automatically renewed last month and if I wanted to terminate the agreement I needed to give them 60 days notice. He included a copy of the agreement with the fine print. I told him I did not want to renew and I wanted them to pick up the document drop box and terminate my services. He told me I could terminate "early" by paying a bunch of fees exceeding $400. I have no intention of paying them to terminate my agreement which should have ended last month when I called in. I fulfilled my 24 month agreement which I signed with Shred-it. Stericycle has terrible reviews on Yelp and has multiple class action law suites against them. I do not want to do business with a company that devises shady methods to contractually bind their clients to something they don't want or need.
Business Response
Date: 04/19/2023
We have worked with ****************** and have resolved his complaint. Mr. **************;issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:04/09/2023
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.
The Contract with this company was Cancelled within 30 Days do to the lack of response and never receiving the bin for service. I have contacted the company several times. The last time I contacted them they claimed that the issue was resoled. Well this was a lie. I received yet another bill. saying I owe money for services rendered..Business Response
Date: 04/12/2023
We have made several attempts to reach out to ************** but have not been able to get in contact with him. We researched the account and based off the information provided resolved the issues. Supporting documentation has been sent to him as of today 4/12/23 but we have not received any response to our attempts to contact.Customer Answer
Date: 04/14/2023
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,
***** ***** Tax & Accounting *********************Initial Complaint
Date:04/05/2023
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.
Shred it billed for services not performed after service has been terminated. I made a payment to them in settlement even though I feel the charges were not owed. They have continued with threatening telephone calls. My research discovered that this a pattern with this business.Business Response
Date: 04/12/2023
We have worked with Mr. ********** and have resolved his complaint. Mr. ******************issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/13/2023
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:04/04/2023
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.
Began service with this company June of 2021 and from the beginning they have billed us incorrectly. There are 2 service sites and they've been billing one for all services. They have also been billing on a weekly basis and picking up on a monthly basis. I've placed MANY calls and spent many hours to correct the issues. I've been told for the last year that "you need to wait 1-2 billing cycles for your credit to appear on your account". The credit is for nearly $3500 for ONE site and they said they couldn't bring up the other site. I've attempted on many occasions to update the sold to/ship to and bill to addresses and all they want me to do is sign new contracts. This morning, AGAIN, I am told I need to wait for 1-2 billing cycles to see the credit on our account. I've done what they've suggested by contacting customer relations and included the request that all past invoices need to be redirected. Ship to location needs to be regenerated to have ship to address. How long do I have to hear that we need to wait 2 more billing cycles for our credit to appear. I cancelled all services as of this morning and need assistance to get invoices corrected and credits applied. I have MANY emails and documentation with no results other than them asking for more money. Email from ***** at the company: "Once I receive your reply, I will create a Case to have the invoices and your attachments reviewed"I need this all resolved as I've spent countless hours on these issues and they've done nothing to resolve it.and request to have the 4 last invoices cancelled and rebilled according to your request for monthly services.Business Response
Date: 04/11/2023
We have made several attempts to reach out to **************** but have not been able to get in contact with her. We researched her account and based off the information provided resolved her issues. Supporting documentation has been sent to her as of 4/11/23 but we have not received any response to our attempts to contact.Initial Complaint
Date:04/04/2023
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.
For months now we've been attempting to cancel our service and have received the run around from all attempts. We have their service in 5 locations and want to cancel all services. One location was actually sold in October of ********************************************************************************* ********, **. We moved the box to ***** and cannot get it picked up by the person that makes their rounds at our locations here. It is impossible to speak with anyone or get anyone to contact us back. We have continued paying our accounts but need to achieve resolution in cancelling this service completely and having the document boxes returned.Business Response
Date: 04/13/2023
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: 04/17/2023
Complaint: 19893247
I am rejecting this response because: they have contacted me via phone and email but I am still waiting on resolution. Nothing has changed in my situation from the beginning of the complaint through today otherwise. Email in pdf format is attached showing the same.
Sincerely,
*************************Business Response
Date: 04/26/2023
We are continuing to work with ********************** on the resolution of her complaintCustomer Answer
Date: 04/26/2023
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:03/31/2023
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.
The last pick up was on 1-12-23. They have been paid for the month's of February and March of 2023 and have not provided a service. They have been called over 6 times and team mgrs (surpervisor's) have been spoken to. We have been told that it is a local problem that calls have been made and pick up's have been scheduled (for a Friday when this office locations is closed). They have been told numerous times that we are closed and supposedly it's been fixed and they pretend to schedule pick up dates and never come. They get a call and the vicious cycle has continued for over 2 months. Even an online account was created for a pick up and still no pick up. We are at the point where we have had to send paper to our other offices and they were told this and do not seem to care. At this time, we want our refund of $387.33 refunded for services not provided.Business Response
Date: 04/07/2023
We have reached out to the email listed as there was no name provided, we advised the request is in process and will be following up upon completion next week. We are continuing to work to resolve the issue.Customer Answer
Date: 04/19/2023
Complaint: 19879890
I am rejecting this response because:As of today, we are still waiting for Shred-it to close the account and mail a check.
Sincerely,
Northeast Spine And Sports Medicine Of ******** Northeast Spine And Sports Medicine Of ********Business Response
Date: 04/27/2023
We have continued to work with the customer and have resolved the complaintCustomer Answer
Date: 04/27/2023
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,
Northeast Spine And Sports Medicine Of ******** Northeast Spine And Sports Medicine Of ********Initial Complaint
Date:03/31/2023
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 cancelled my services with Shred-It on 7/28/21. They came and picked up their container. I switched to a different company. I started receiving calls from Shred-It looking for our accounts payable department approximately 5 months ago. I told them it was me. They are trying to collect $184.72 for statements dated 6/30/22 & 8/3/22. I keep explaining to them that I cancelled our services in 2021 and we have a different company. After countless and useless calls that have gone no where, I am reaching out for help. We are a ************** facility and I do not have the time to keep wasting my breath or time on a company that keeps falsely billing us. Please help :)Business Response
Date: 04/07/2023
We have made several attempts to reach out to ************** but have not been able to get in contact with her. We researched her account and based off the information provided resolved her issues. Supporting documentation has been sent to her as of 4/3/23 but we have not received any response to our attempts to contact.Customer Answer
Date: 04/10/2023
Complaint: 19879752
I am rejecting this response because: I received correspondence from Shred-It and responded accordingly. This is not true that they have not been able to get ahold of me?This is very disheartening as I sent a response email to them when I was sent the email telling me that they were looking into my complaint. I would be curious what their means of contact is?
Please let Shred it know that they can contact me via email: ************************** or by telephone: ************. I look forward to talking to them.
Sincerely,
*******************Business Response
Date: 04/18/2023
We have continued to work with ************** and have resolved her complaint.Customer Answer
Date: 04/20/2023
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:03/30/2023
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.
Called to cancel service due to our office has gone paperless. I expected the outrageous change to come out and retrieve the 32 gallon unit. What I didn't expect was the cancellation fee. When asked I was told that our original service agreement expired and since we did not call 60 days before the end of the agreement auto renews for another 60 mos. Since that didn't happen we owe over 8 thousand dollars in a termination fee in addition to the fee for pickup of the unit at our office. I've been employed for 1.5 years and was not aware of the terms of our agreement. I went through the last 6 months of statements and there was nothing noted on the statement regarding a renewal. I have also perused all emails going back to April of 2022 and there has been no notification regarding renewal.Business Response
Date: 04/07/2023
We have made several attempts to reach out to ************************* but have not been able to get in contact with her. Per the Terms and Conditions of the contract outlined in section 9 of her contract details the renewal and section 11 outlines the early termination fees. We will continue to reach out to review with **************************.Customer Answer
Date: 04/12/2023
Complaint: 19876775
I am rejecting this response because:
We spoke with Shred It. Their response was that we opted for auto renewal 5 years ago and we are now stuck with having this company service us for another 5 years. We either pay 8k to cancel or 14k plus for services we do not need. We are severely disappointed.
Sincerely,
*****************************Business Response
Date: 04/12/2023
We spoke with *******, The Director of Operations, as *** was not available. He was fully accepting of the reinstating services at the existing pricing/frequency with a 60 month service agreement. We offered to reduce the frequency to the lowest we offer in order to keep the cost as low as possible, our offer was declined. Per the Terms and Conditions of the contract, section 9 details the renewal and section 11 outlines the early termination fees.Initial Complaint
Date:03/28/2023
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.
Shred It/Stericyle failed to keep scheduled appointments to shred my business doucments with no notice, email, or phone call. After two missed pick **** and over 4 months of shredding accumilated, I called a different company and hired them. They showed up within 2 days of the phone call, and kindly shredded my accumilated papers. I called Shred It to canacel my service and received confirmation with call ref# ********. They told me they would come to collect their EMPTY bin, which they did, HOWEVER, they charged me $129.95 for shredding --WHICH THERE WAS NO SHREDDING TO DO--and an additional $98.15 to pick up the empty bin. They stated that I broke the contract and that was a normal charge. I told them THEY broke their end of the contract by not fulfiling their end of the "contract"I emailed the company on on March 15 and received an email saying "it had been escalated". As of today, I have not recieved any coorespondence from them.Business Response
Date: 04/04/2023
We have worked with ********************** and have resolved her complaint. Ms. ****************;issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/05/2023
Better Business Bureau:
Evidently, after you contacting them, they adjusted my balance to $0.00. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.THANK YOU!!!!!!!!!
*****************************************************Initial Complaint
Date:03/25/2023
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 January 4th and January 18th, payments were made in the amounts of $67.80 and $135.60 through ShredIt's own website, through their payment portal. These payments then went missing, and ShredIt claims that they were never made. Further, my company is now receiving letters from their collections department - for amounts that were already paid. Upon further investigation, customer service suggested that they would check with their payment processor - As you can see, this was over two months ago.ShredIt customer service is now ignoring my emails regarding this matter. Regardless if ShredIt is able to correct this issue (with their own payment portal, no less), it is appalling that a business would ignore their customers while sending them collections notices.Business Response
Date: 04/04/2023
We have worked with ******** and have resolved her complaint. ************ issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/04/2023
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,
Kaitai Ye
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