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Business Profile

Document Shredding

Shred-It, a Stericycle Company

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 failed to execute service on four consecutive occasions (3/6, 3/8, 3/10 and 3/13). We expressed our intent to terminate service and were instructed that we would receive a call back to complete termination of service, no personnel from Shred-it or parent company Stericycle called back (incident reference #********, 04839072, 04862121, 04877370). A second attempt was made to cancel with the same result. Shred-it then showed up on 3/20, we spoke to those representatives in person and explained that we no longer needed their service. They assured us that they too would pass along our explicit notice of cancellation. Instead, they submitted a proof of service document citing that they could not pick up the waste because we failed to make the waste available. Despite our face-to-face presence, they didn't request a signature. We had already transferred (by hand) the waste from the Shred-it bins to the bins of our new vendor, so there was no waste for Shred-it to pick up. In fact, we had clearly expressed our notice of cancellation well in advance of their arrival. They continue to ignore our requests. I've spent over 40 minutes on two calls and was provided an erroneous email address for correspondence to the "retention agent" assigned to our account (#**********). When I called back to verify the address provided, I was instructed that it is their corporate policy not to share any email addresses with customers. Shred-it has had ample opportunity to make this right, yet they continue to act subversively and now fraudulently by knowingly billing for service that they did not execute as a result of their own failure and ignorance.

    • Initial Complaint

      Date:03/22/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hired Shredit in January, 2023 for 1 *************. I was under the impression the funds were to be taken from my checkung accout. I called, finally got an email invoice, which I PAID. Then on 2/13/23 they made a ACH withdrawal from my checking account. They were paid 2 times for 1 service and will not refund $284.73 to **** have called every week, am alway told it takes 2 weeks for refund. Now I can not access my online account with them. Please help. Thanks account # ********** trouble/ claim # ********

      Business Response

      Date: 03/29/2023

      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: 03/31/2023

       
      Complaint: 19636176
       
      I am rejecting this response because:

      They wrote in email:

      We are pleased to let you know that your request, reference 04681494, for a refund has now been processed. Please note that refunds processed via Credit Card may take 2-3 business days to reflect on your bank statement. Refunds processed via check will be received in the mail within 30 days.

      Once again hollow promise to pay me, but I do not have a ACH fund transfer as of this morning, nor do I have a chaeck in hand.  I emailed back asking how the repayment to me was to be, a check or ACH and have had no response.

      Thanks for your help, and I will let you know if I EVER get repaid.


      Sincerely,

      *************************

      Business Response

      Date: 04/05/2023

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

      Customer Answer

      Date: 04/07/2023

       
      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:03/20/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Date of service: 12/21/22 This company was hired to pick up 175 boxes to be shredded. They sent one person to do this job, he only took 75 boxes but we were billed for the 175 boxes and the company never sent another truck to pick up the remaining 100 boxes. Our invoice was eventually revised to reflect 75 boxes but the price we were quoted and the price that was charged was higher than the quoted price. We attempted communication on several different occasions and have not received a return call or email to discuss. We had to hire a different company to come out and complete the shredding but we would like to speak to someone from this company about the incorrect invoice, as we have not paid this invoice due to the incorrect price.

      Business Response

      Date: 03/28/2023

      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: 03/29/2023

       
      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:03/16/2023

      Type:Billing Issues
      Status:
      Answered
      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 incorrectly charged for removal of a bin. I've asked repeatedly for the fee to be waived; however, they just keep redirecting me somewhere else even though a case has been opened and I was emailing the correct department. I've made several phone call attempts as well. Invoices for acct#********** reference ******** The $75 charge should not be on my account.

      Business Response

      Date: 03/22/2023

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

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 been attempting to cancel my service with this company for the past week. After being on hold for over half an hour on one occurrence and 43 minutes on another, I was told that they are unable to reach the department that handles cancellations and that there was nothing else they could do for me. They refuse to cancel my service.

      Business Response

      Date: 03/23/2023

      We have spoken with Mr. ******** have resolved his issues.  Removal of equipment is scheduled for March 27th 2023. Mr. ******** issues has been escalated to leadership to review process and coach the team.

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      3/9/2023 they charged my credit card that was not on auto pay. I canceled service and they cotinine to say they are picking up and charging me when they know the service is canceled. I just confirmed this with 3 customer service reps for the **********************. They are slamming me for charges and Illegally charging my debit card. I have had issues from day 1 with this company and poor service. As you can see from attached documents I have no auto pay set up and no payment method. They used an old card associated with the account. This company has some real billing issues.

      Business Response

      Date: 03/22/2023

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

      Customer Answer

      Date: 03/22/2023

       
      Complaint: 19591890

      I am rejecting this response because:

      They have promised me 4 refunds. I have seen no refund as of today. 

      1. You should see the $492.48 refund posted back to your credit card as of today, I'm following up on the voicemail I left you to inform you of this. I'm sorry for any trouble this has caused, but I'm also glad we were able to get it fixed.

      Please let me know if there are any additional questions or concerns.
       
      I appreciate your time.
       
      Sincerely,
       
      *********************
      Customer Solutions Consultant

      2. Subtotal Amount ****** USD

      Total Amount ****** USD
      Transaction Type Credit

      3. Total Amount ****** USD
      Transaction Type Credit
      Transaction Date Mar 21 2023 10:12:09 AM CDT

      Transaction Date Mar 21 2023 

      4.Subtotal Amount ****** USD
      Total Amount ****** USD
      Transaction Type Credit

      Transaction Date Mar 21 2023 10:05:36 AM CDT


      Sincerely,

      *****************************

      Business Response

      Date: 03/29/2023

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

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      A formal dispute was made against Stericycle Shred-It USA LLC by ********** Services in my behalf. The dispute was resolved in my favor. The terms of the resolution are final. There is no appeal option. I have tried talking to mutiple phone representatives of Stericycle Shred-It USA LLC. I have tried faxing Stericycle Shred-It USA LLC mulitple times, as well. If Stericycle Shred-It USA LLC does not zero my account and remove my name from their collections process, I will be forced to file a lawsuit, with ***** ******** Law, against Stericycle Shred-It USA LLC for harassment and persuant demages to my name, reputation, and credit standing. In addition, I will request **** revoke all **** account privileges for Stericycle Shred-It USA LLC which is possible and contractually binding. Respectfully, *******************

      Business Response

      Date: 03/22/2023

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

    • Initial Complaint

      Date:03/09/2023

      Type:Product Issues
      Status:
      Resolved
      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 was retained to handle my shredding needs for my ***************** at ****************************************************. I sold my building on July 28th, 2022. I contacted Shred-it to cancel my ******* effective August 1st, 2022. I received a bill with a date of ******* of ******** 18th, 2022. I immediately called Shred-it and they said the bill was sent in error and to disregard. I have since received numerous request to pay this bill and I have responded via email and calls and again was told to disregard the bill. Now, the bill in question has been sent to collections. I am requesting that Shred-it remove this from collections immediately billing me for *******s that were not rendered nor valid give my cancellation date.

      Business Response

      Date: 03/13/2023

      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: 03/13/2023

       
      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:03/07/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Account number **********. We were a Shred-it/********************** customer for about a year. In that time, there were multiple instances where the driver did not show up as scheduled. We never got a call to reschedule. If we called, it was to a toll free number. We were not given a direct number to the *******, ** location which serviced **. On top of that, there were multiple billing errors. I have sent a spreadsheet showing the errors to Stericycle on multiple occasions. I have made calls and emails to address the remaining balace which I belive is still incorrect. I have asked multiple times for a statement showing which invoices they consider outstanding. I have yet to receive this. I have asked for a point of contact to resolve this. Aside from two threatening letters, the impetus to resolve this has come from me. What I have received is a "pay or we send you to collections" letter. This is very irritating as I have on multiple occasions expressed an interest in resolving this amicably. What I want - I want a statement showing what they belive I owe. I also want a specific point of contact that can and will work through this with me. I will gladly pay what is owed, but should not be help accountable for errant billing.

      Business Response

      Date: 03/13/2023

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

      Customer Answer

      Date: 03/13/2023

       
      Complaint: 19552158

      I am rejecting this response because:

       

      I am very disappointed in this response.  I have been threatened with being referred to collections.  This comes after multiple attempts on my part to resolve this and it is frutrating it has come to this.  

       

      Shred-it has recognized there were billing issues and has issued some credits.  Thanks to them for doing so.  I believe there are addiitonal credits due, but willing to pay if they can provide me a statement showing which invoices have balances and what is outstanding on each involces.  What I have been able to access on their web site does not apply credits to individual invoices.  I feel like this is a reasonable request and something Shred-it would ask for if the roles were reversed.  

       

      To be clear, I want a statement or invoices showing how much is due on individual invoices.  If it is correct, I will pay it.  If not, then I will ask for appropriate credits 

       

      Is that acceptable to you, Shred-it?  And please call off the dogs until we get this resolved.  


      Sincerely,

      *********************

      Business Response

      Date: 03/15/2023

      We have reached out and continued worked with ************** and have resolved his complaint.

      Customer Answer

      Date: 03/17/2023

       
      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.

       

      I will respect the fact I can't name names, but I want to thank the person on the Stericycle/Shred-it end who contacted me and diligently worked through this issue.  This could have happened months ago and before an inapproriate threat of collections referral, but it doesn't change the fact she was the bright spot in this matter.  

      Sincerely,

      *********************

    • Initial Complaint

      Date:03/02/2023

      Type:Product Issues
      Status:
      Resolved
      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 are filing a complaint with Steri-Cycle, Shred-It.On Wednesday, July 27, 2022 our office was looking for shredding services to dispose of medical documents. I was reached out to by a sales specialist and we scheduled for Friday, August 5, 2022. After I provided my cell contact and I waited for several hours, there was no one from the company who called or showed up to complete the service. *As seen in the email thread* I reached out to the sales rep and was informed we would not be receiving a bill. Several days later we got an invoice for $437 for services we never received. I emailed the rep again and he said he would speak to a billing agent. We never heard back for several months. I have been trying to reach out to him and he provided me with a number that does not work. They have been giving our office the run around for over 6 months now and we are frustrated. This morning we received a notice that they are sending us to collections for services we, once again, never received. They have admitted in the emails to never providing the services as well.This business is incredibly unethical and we would sincerely like for this issue to be resolved.

      Business Response

      Date: 03/13/2023

      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: 03/14/2023

       
      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,

      *****************************

    Shred-It, a Stericycle Company is BBB Accredited.

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