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

  27194 Pine Cir. Harrisburg, SD 57032

• 

  Shred-It

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

• 

  Shred-It, a Stericycle Company

  PO Box 59505 Renton, WA 98058

• 

  Shred-it

  380 Carolina Drive Ext Roebuck, SC 29376

  

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:02/02/2023

  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.

  We have had Shred-It providing shredding services for our business for a number of years. Service has gotten progressively worse over the past 2 years. I have spent hours attempting to work with the customer service department to no avail. We have many missed services, that we get charged for.The latest issue that needs resolving is a missed pick up on 11/17/22. This was an extra pick up that I had scheduled and due to the weight of the paper we had it in smaller boxes, per the scheduler this was appreciated and acceptable. They did not show up as scheduled, but then showed up on 11/18/22 when I was not available to assist. They had an employee sign 'to say that they had stopped by' and then left without picking up. I contacted Shred-It on my return to the office and informed them that the paper was still here. They were unable to return until 12/05/2022 due to the holidays. On 12/05/2022 they returned and the employee refused to pick up our documents. He insisted that I sign his pen pad to 'say he was here'. I refused. His manager called our office and told us he was training and that they understood they were 'making a missed pick up right' and he would be back. We loaded the paper into his bins, he did not touch the consoles since they were still empty, and went on his way. I called into the service line during this fiasco and was reassured that all was fine, that this was a normal service call. I was given a reference number to use that I was told would credit any extra charges that *** be charged.Then, I was billed $527.13 for the pick up. I called in and gave them the reference number. It was then that I was told that the reference number was for naught. It said nothing. And that we had signed stating we agreed to the service. When they show you that pen pad with no info? Apparently, you are not signing that they were there. You are signing that you agree that they picked up whatever they have stated. Without you seeing what that is.

  

  Business Response

  Date: 02/10/2023

  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: 02/10/2023

   
  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:01/24/2023

  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.

  Since December 2021, we have paid Shred-It nearly $2000 to pick up our office's shred bins each month (our customer # is ***********. In the last 13 months, Shred It has not picked up our shred bins one time. Each time Shred-It attempts to pick the shred bins up they provide us with a "Proof of Service Document". Each of these documents says that Shred-it was "unable to complete the scheduled service" because they "cannot ************". A simple knock on our Suite door is all that is required to gain access to our office. We have employees in the office every day. On at least one occasion we have witnessed an employee arrive, enter our office building, walk up to our office door, take a photo of the door to our office suite and leave - without knocking, without calling, without making any attempt to render service. This is tantamount to theft, and it gives me no confidence that Shred-It has actually attempted to pick up our shred containers on other 12 occasions in the last year.

  

  Business Response

  Date: 01/27/2023

  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: 01/27/2023

   
  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:01/18/2023

  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.

  Shred-It owes my company a credit of $402.13. I have an email forwarded to me on 12/8/22 mat 2:56pm from their "Customer ********** ********** that this credit would be issued to our business account (#********** - American Finance). After approx. 8 attempts, they continue to state the credit is approved but logging online the balance is never reflected. I personally spoke to an agent today and they guaranteed it would be resolved. Then today on 1/18/23 at 3:26pm EST. I received an email, the subject line says "Your Request Has Been Completed - Ref# ********". Yet I pull up my account online and the balance remains the same, no changes. I'm the Compliance Director and I have never experienced such poor customer service. This is the first time I've been forced to make a complaint through the BBB. I'm hoping you'll be able to assist me with Shred-it honoring their agreement. I've called their customer service # on several occasions waiting, pressing the appropriate prompts to get to the correct area and the line suddenly hangs-up. I'm looking the BBB can assist me with getting this large conglomerate company to honor their agreement. I'm happy to provide you with evidence of their email.

  

  Business Response

  Date: 01/25/2023

  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: 01/26/2023

   
  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.

  The credit was finally applied to Shred-it's online account.  It shouldn't have taking numerous calls and email to have a simple credit applied but I'm grateful it's now resolved. 

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  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.

  After using Shred It- Stericycle's services for about a year, we scheduled four appointments with Shred It to pick up our documents for shredding between Dec 2021 and February 2022. They did not come on any of these scheduled appointments but billed us anyway. They did come once in February 2022, on a day we did not schedule service and we were not in the office - for which they billed us too. After many emails and phone calls we eventually got all these invoices credited. We tired of dealing with them and called another company to come pick up our documents for shredding. Then we requested that Shred It come pick up the empty console that belonged to them. We had no need for it as we are now using another company's services. They came on April 8th, 2022 to pick up the empty console. They then billed us Inv#******** $326.62. They claimed they picked up documents to shred and the console wasn't empty. We stopped their services because they are totally unreliable and their record keeping is full of inaccuracies. We send them emails on 4/26/22, 7/25/22, 8/17/22, 12/14/22 disputing this invoice, explaining that we are not going to pay for picking up their equipment - the console - which was empty. There was no service rendered. We just got another collection email from them, and 2 phone calls this week. I responded again with an email explaining our concerns and they responded by sending us the invoice again. There does not seem to be anyone in that company who is capable of dealing with this. It's like talking to wall!

  

  Business Response

  Date: 01/12/2023

  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: 01/16/2023

   
  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:01/09/2023

  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.

  I signed up with shred it. NOBODY showed for over $90 days. They continue to say there is billing owed. I cancelled the contract when they never showed then tried to deliver a shred container when I wasn't even present. I was at surgery. I have all the proof nobody ever showed. This is not the 4th time they continue to call in attempt for billing. attached is the proof that this is not accurate and the account was cancelled and closed and no services rendered. AWFUL service. I want them to stop calling me I have been provided confirmation more than twice this was done and handled just to get another call.

  

  Business Response

  Date: 01/12/2023

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

• Initial Complaint

  Date:01/05/2023

  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.

  We used Shred-It before I retired on Feb. 28, 2022. They picked up the box some time in mid-February as I bought my own shredder on Feb. 17, 2022 which our office then used. I received a bill months later for which I spoke with ******* *************) on Sept. 20, 2022 and paid $75 by credit card for the pick up fee for the box, but was told he would definitely write off the $67.89 charge with invoice date of March 31, 2022 as we of course was no longer using their service in March as we were closed, and he assured me I would receive no further invoices (confirm. no. ********). However, I continued receiving invoices and spoke to ********* on Oct. 17 who told me I could ignore the invoice as nothing was due. After receiving another invoice, I called Nondumiso on Dec. 14, 2022 at ************ who assured me there was ZERO balance and I should receive no further balances. However, I received another invoice on Jan. 5, 2021 and called ************ (#5) and spoke with ***** who said the account had been turned over to this collection agency back in late Nov. (!!), and stated there was nothing he could do except to set up a "dispute". I told him all of the above conversations, and then tried contacting Shred-It (new no. ************, #5) and waited nearly 20 minutes twice before speaking to **** and then ****** when I suddenly got disconnected both times (as I suspect they didn't want to discuss). I looked on BBB and saw this company has the lowest possible rating, which doesn't surprise me! Shred-It now needs to contact the collection agency as I do NOT owe this bill, having been told of a zero balance several times by their own employees! I am writing now to BBB as they seem to be a horrible company as a balance never should have been sent to a collection agency if there was ZERO balance as I was told multiple times by them!

  

  Business Response

  Date: 01/10/2023

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

  Customer Answer

  Date: 01/12/2023

   
  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:01/04/2023

  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.

  Our company was contracted with Shred-it. We sold the company to another organization and we were told by a Shred-it representative there would be no cancelation fee if the agreement was transferred. I continued to receive bills, so I contacted Shred-it on 11/17/22. The representative looked into the account and saw that it was transferred so she told me there was no cancelation fee. I continue to receive bills for additional pickups, and continue to be told I have an account. I have emails from *********************** from Shred-it confirming the new organization transferred the account on 10/10/22.

  

  Business Response

  Date: 01/12/2023

  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: 01/13/2023

   
  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:12/31/2022

  Type:Customer Service 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.

  A little over a year ago, we signed a contract with Shred-It for the pick-up and destruction of documents every 8 weeks. During the past year, every encounter with this business has been difficult to say the least. When we signed up for the service, I made it clear to the saleswoman that we are a family business, and also that our office is not open 9am til 5pm every weekday. She said this would not be a problem since they have a customer portal where we can schedule the pick-*** for dates that we know we will be in the office. The problem is that the "customer portal" does not communicate with the local franchise that does the pick-***! I have called several times to attempt to get this corrected, or to at least have them call us if the pick-up date is changed, but to no avail. Most recently, we were scheduled to have our pick-up on Monday, 11/21/22. I received 2 e-mail notifications reminding us of the date of this service. However, Shred-It showed up on Friday, 11/18/22 when I was not in the office. My husband was busy with a client and told the driver that he was there on the wrong day, and to come back on the day scheduled in the portal. The driver left, and a few days later, we received a verification that our documents were disposed of, even though no documents were picked up! This is fraud! Then they put a charge of $105.92 on our account. On 12/20/22, I spoke with "******" in their customer service department, who agreed to take that charge off of our account. Ten days later, we received notice via e-mail that we are responsible for the service that we never received!In short, we will not pay this invoice. I have been fighting this battle with this company all year. The pick-*** never occur when they are scheduled, and this company refuses to notify us when the schedule is changed!Thank you,*****************,Office Manager ***************************** ***

  

  Business Response

  Date: 01/06/2023

  We have worked with ************ and have resolved her invoicing issue, we are continuing to work with her and the local operations team on the service issues she is experiencing.

  Customer Answer

  Date: 01/13/2023

   
  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,
  
  Lighthouse ****************** Incorporated

• Initial Complaint

  Date:12/19/2022

  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 contracted Shred It for onsite shredding on 10/21/21. That morning 3 of us purged our records and moved boxes to the warehouse for destruction. I started calling people mid-afternoon when nobody had shown up. My sales rep ***** was my first call. She said shed request someone contact me, which they did not. I called the 800# and got ***, who said he was a Team Leader, on the phone. The ref# for that call is ******. At this point, they had rescheduled us to 10/25, from Thursday to Monday with no notice or communication. I explained that I have boxes with payroll and other sensitive information sitting in an open warehouse and blocking our receiving area. He told me he would see if they could come Friday instead and he would get back to me. I heard back from nobody. The driver showed up Monday and all was shredded. In the meantime though, we had to go down and first rearrange the boxes so we could hide what was in them, then we shrink wrapped them to avoid tampering, and then we had to move them out of the way 16 times so we could continue functioning. On top of the that, the invoice came through with a fuel surcharge that was more than 6 times what we had discussed. I reached out to our sales rep, the collectors listed on the past due notices via phone and email, the general collections email repeatedly for 6 months with no response. I finally got a response from ****, one of the collectors in October. We played phone tag, then she had a supervisor review my detailed notes on terrible service exacerbated by the serious lack of communication. Then she had to follow up with them. Then she created another case. On 11/15/22 I got a generic email with an $80 credit. I replied I was not satisfied and I wanted to speak with someone regarding the terrible service. I got another past due statement and a reminder to pay my bill.I expect a supervisor to acknowledge the terribleness of their service and this situation and to discuss concessions with me.

  

  Business Response

  Date: 12/21/2022

  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: 12/21/2022

   
  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:12/19/2022

  Type:Product 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.

  Hello,I have been trying to resolve an issue with Shred It myself for about 3 weeks. My Team has also spent months trying to correct our accounts before I stepped in. In January of 2022 we wanted all 4 of our locations billing invoices to go to our Corporate location, when this change was made they deleted one of our accounts. This was the first issue that we have been trying to resolve since June. Then we received multiple collections notices- we paid one and received another a month later. I called in to see about the collections issue on December 2nd I was hung up on multiple times and when I finally reached a supervisor I was told we were being double charged that they needed to call me back after they got the account in order with my request to add the office that was removed and remove the collections off my account. I never received a call so I called December 8th went through the same process of transfers and being hung up spent over 2 hours re explaining what was going on to be told again I would get a call back. I didn't get a call. I reached back out December 14th spent another 2.5 hours trying to resolve my issue and was hung up on when I asked them to hold for a brief moment less than 5 min. I also would respond to their emails with what I was needing and either they would respond with misinformation or no response would come back at all.

  

  Business Response

  Date: 12/29/2022

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