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.
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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:12/16/2022
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 am following up to service concerns which occurred in 2021 and 2022. ********** ************ PC (WUC) was previously contracted for routine services with Shred-IT at several office locations. Due to a breakdown in service, Shred-IT continuously failed to fulfill their obligation of service at each of our locations.As a healthcare facility, WUC is required to properly store protected health information. As a result of such breakdown, protected health information continued to back up in WUC's inventory. After months of attempts to reconcile with Shred-IT without success, WUC submitted a formal request for cancellation of the agreement with Shred-IT as a result of their breach of contract. In addition to the cancellation request, WUC requested Shred-IT pick up the containers located on WUC's premises. Despite numerous attempts to contact Shred-IT on 12/30/21, 2/28/22, 6/3/22, no response was received. WUC has been storing Shred-IT equipment on location for nearly 12 months. This inventory is taking up much needed space and must be removed. I am attaching a copy of the cancellation request for breach of contract, along with case numbers and emails that Shred-IT failed to respond to. Lastly, I am including a recent collections notice that was recently sent to WUC by Shred-IT.This message confirms that we are working on your request, Customer Support Reference ********. Your request "Termination of Services for **************************" is currently being assigned to the next available representative for resolution.This message confirms that we are working on your request, Customer Support Reference ********. Your request "Fw: Billing Document **********" is currently being assigned to the next available representative for resolution.I am requesting the Shred-IT Equipment be picked up from each of our locations, credit for the improper billing of ******** along with our credit history be amended.
Business Response
Date: 12/23/2022
We have been in contact with ************************ and are continuing to work with him to resolve the issue. Resolution pending container removal dates that will be provided by the local service team.Initial Complaint
Date:12/14/2022
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 **** was working with company Shred-It to resolve a billing issue on account ********** for $230.08, where the **** put in a cancellation notice in June. The company picked up their "Shred-It" container, but still continue to bill us for regular service at the site # ********** ************** ********************************* Belmont location. If you cancelled a service, there is no container for you to come to empty; why are you still billing us or continue to service? After numerous conversations with their billing department, this still has yet to be resolved. We are frustrated as I personally sat on the phone with numerous Shred-it staff telling me that the billing will be resolved, it is not due from us, but yet we were placed in collections.Business Response
Date: 12/22/2022
We have been in contact with **************** and are continuing to work with her to resolve the issue.Customer Answer
Date: 12/27/2022
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:12/12/2022
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.
Vendor always shows up with no notice. When we need bins emptied, nobody comes. **************** is horrible- I've been waiting for 3 WEEKS for a call back and I have several tickets open with them. Now I am so frustrated with all the time we've wasted, we want to cancel our entire account and for them to come and pick up their bins. Nbody responds to email requests, either. We will NOT pay the balance on our account as NO service was ever provided for such dates.Business Response
Date: 12/30/2022
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: 01/04/2023
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,
*************************Initial Complaint
Date:12/09/2022
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.
We have been a customer of ********************** / ****************** for many years. The service is great, but their billing department seems to be lacking. This past year they upgraded their billing system and in the process double-invoiced our account. I have been trying since February to correct the issue, but have not been successful. I sent documentation verifying all charges have been paid, but they have not corrected the account. If they would take the time to review the account and my documentation, they would see that the invoices have already been paid. Today I received a letter stating we have been turned over to a debt collection company. I have paid all invoices every month, and have never been late. I am requesting your assistance in resolving this billing issue since I have been told that we cannot speak with the individuals reviewing the case.Business Response
Date: 12/16/2022
We have reached out to ******************** and have resolved her complaint. Ms. ********'s issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 12/19/2022
Complaint: 18488541
I am rejecting this response because: Although ****************** from Shred It left a voice message that stated she and the ******** Service Supervisor had found duplicate invoices on my account, and that the billing team would issue a credit to clear those charges by the end of the week, as of this morning (a week later) the credit has not been issued and my account is still not in good standing. I have attempted to send an email to Ms. ******* but they are returned undeliverable, and when I call her I am only able to leave a message.
Sincerely,
*****************************Business Response
Date: 12/20/2022
We have continued worked with ******************** and have resolved her complaintInitial Complaint
Date:12/09/2022
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.
After contacting Shredit in August of 2022 to get recycle bins emptied that had clearly not been emptied for over 8 months, it was uncovered that for over 2 years, Shredit had been wrongfully charging for pickups that were not actually taking place and charging for 6 bins when only 2 were in existence. After careful review of our account, due to the Pandemic and "auto-pay" of invoices, it was determined that over a 2 year period, we were over charged in excess of $9,300. This was brought to the attention of Shredit in October, 2022 and we advised that we were suspending all pickups at all locations until this is resolved. Shredit took over 6 weeks to review the account and agreed they had overcharged in excess of $8,500. Despite numerous requests for documentation to compare discrepancies, no documentation has been sent. Shredit also indicated on October 13, 2022 that they would be issuing a refund. Despite numerous requests, as of 12/9/2022 refunds have not been issued and complete lack of response to requests for updates. Additionally, despite asking for service to be suspended until further notice, Shredit continues to schedule weekly pickups at both locations that we are forced to manually cancel through their system on a regular basis.Business Response
Date: 12/28/2022
We have been in contact with ************ and are continuing to work with her to resolve the issue.Customer Answer
Date: 12/28/2022
Complaint: 18549868
I am rejecting this response because our issues still remain and have not been resolved. I have sent documentation to business and am awaiting response to outstanding issues including credit of $9500.
Sincerely,
*****************Customer Answer
Date: 12/29/2022
Complaint: 18549868
I am rejecting this response because my issues are still not resolved. The company reached out and I provided additional documentation. They are still indicating days/weeks before this is resolved. I am still awaiting credit of $9,500.
Sincerely,
*****************Business Response
Date: 01/06/2023
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: 01/09/2023
Complaint: 18549868
I am rejecting this response because:Although they have been working on and indicating they are issuing credits, The credit amounts are still incorrect and not what we believe we are owed and we are still awaiting the refund.
Sincerely,
*****************Business Response
Date: 01/18/2023
We have continued worked with ************ and have resolved her complaint.Customer Answer
Date: 01/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and the issue has been resolved.
Sincerely,
*****************Initial Complaint
Date:12/05/2022
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 have been a customer in good standing of Shred-it since July of 2018. All payments on time and in full. In October of 2021 something changed (I believe they were bought out by Stericycle) and the billing became extremely erratic. I stopped receiving paper invoices and online I could only view and print certain invoices. The invoices I had access to had unusual activity and seemed like there was double billing. Some statements I received showed a current amount due with $0 owed at 30+ days, but then the next statement showed an overdue amount. Beginning in May of 2022, I stopped my service (I haven't had a pickup since the beginning of May) and I attempted several times via email and phone to speak with someone regarding this discrepancy. There were several invoices I didn't have and I also wanted a breakdown from their accounting confirming the payments they had received. I never received any response other than they had created a "ticket" for my dispute and that someone would call me. Soon I began receiving collection calls and each time I asked that person if they were able to send me copies of the invoices and answer my questions. All said they couldn't and would forward my information to a customer service rep. ** one was able to even confirm my ticket number when I gave it to them!Months later, I was able to get copies of the invoices and I verified what I could and made a payment for the majority of the amount they listed as owed. I submitted yet another request for contact via email detailing what I paid and why there was a balance. I also stated at that time I wanted to cancel my account. I have yet to receive any calls (other than unhelpful collections calls who are unable to do anything or see anything about my account) to discuss my dispute with the additional charges. Today I received a collections notice for $270.30. This company has extremely questionable billing practices, a complete lack of customer service and a negligent collections process.Business Response
Date: 12/14/2022
We have reached out to ************** and have resolved his complaint. Ms. ************;issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 12/14/2022
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:12/02/2022
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.
We received a charge on our account on 11/10/22 for a "remove site shredding container" of $68.69 The container was picked up on 9/2/22 and our account was closed, so we should not have this bill.I called Shred-it on 12/2/22 and they set up a dispute ticket. We heard back that we should be charged for this invoice of $68.69 even though nothing was performed on 11/10/22.We submitted a signed form on 6/3/22 that we were not auto renewing our agreement that was to begin on 9/12/22 so the last date of service was 9/2/22. They were not authorized to continue to our service past 9/12/22Business Response
Date: 12/08/2022
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: 12/08/2022
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:11/24/2022
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 contracted with shred-it company, parent company Steri-cycle. for a one time fee of $189 to shred papers at my residential address. There was no discussion about an additional fee of $60.29 in ancillary fees. The fee of $189 was deducted from my business account on 10/25/22.I thought this was the end of my obligation to Shred-it and Stericycle Service. However I was billed again for a fee of $249.20. Thus I was billed a send time for the $189 plus the ancillary fee of $60.29 I have repeatedly, by phone and by email complained, to no avail. I advised the company they were double billing me for a one-time service. I called the 800 number ************** and just got the run around.my account # is ********** I have talked with ****, the local representative with Shred -it and she was of no help, she just turfed me to Steer-cycle saying they. are the parent company of Shred-it and she has no say in how the billing is done. The reference compliant # is 3863825.Last week I spoke with a "****" at *****-cycle who assured me that my complaint is acknowledged and no billing would occur until my complaint was fully addressed, and that it may take 1-2 months before a decision is made.However, today my business account was raided by Stericycle for $249.29 with no explanation for my complaint.I at least. need the $189 fee refunded to me and why was I not informed of the additional fee of $60.29 at the time I purchased the service for $189?Please contact the company Stericyle and find out why they ignore my complaint and charge me double for a one-time fee.Respectfully.Mr *********************** ************ ***************** Thank youBusiness Response
Date: 12/01/2022
We have made several attempts to reach out to **************** but have not been able to get in contact with him. We researched his account and based off the information provided resolved his issues. Supporting documentation was sent to him on 11/28/22 but we have not received any response to our attempts to contact.Customer Answer
Date: 12/02/2022
Complaint: 18460275
I am rejecting this response because: I have not been contacted by Stericycle. I checked my email and there is no email dated 11/28/22. IThey have my telephone number as well and I have never received a courtesy phone call. It is not hard to get ahold of me. They took $189 once from me and then another $249 for a second charge for a one time service. Why the double billing? No explanation or reason to. double bill bill.I am TOTALLY UNHAPPY WITH STERICYCLE. THET SHOULD NOT DOUBLE BILL ME FOR A ONE-TIME SERVCE.
I RECEIVED A EMAIL ON 10/31/22 STAING THERY RECIEVED $189 FOR THE SERVICE FROM SEPREMBER. BUT THEN THEY ADDED ANOTHER $249 AS AN "OUTSTANDING" BILL? FOR WHAT? AGAIN WHY ARE THEY CHARING ME TWICE FOR A ONE TIME SERVICE
I HAD TALKED WITH A "*****". ON 10/11/22 FROM STERICYCLE WHO ASSURED ME THEERE WOULD BE NO. MORE BILLING AS I HAD ALREADY PAISN A $189 FOR THE ONE- TIME SERVCE, BUT THEY CONTINED TO BILL ME AND NOW HAVE COLLECTED AN ADDITONAL $249. WHY? WHY? WHY?
Sincerely,
***********************Business Response
Date: 12/07/2022
We have reached out to **************** and have resolved his complaintInitial Complaint
Date:11/10/2022
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 has repeatedly failed to post payments that we have made to our account. This has happened multiple times. Initially, we had an auto-draft set up. When I noticed that the payments that were drafting were not appearing on our account, I cancelled the autodraft and began paying manually. have called many, many times. I have emailed customer service. I have received multiple reference numbers, and spent a lot of time on hold. Nothing has been fixed to reflect our payments made, and they have even called the office trying to collect on the account (the representative could only take payments, not help us with this issue). Finally, I cancelled the service on 10/25 (reference #********), with the promise that they would come collect the receptacle 11/2. It is still at the office, and has even been emptied another time (no one was there to tell them not to). Our missing payments, which have drafted from our credit card account, are: 8/15/22: $17, & 9/19/22: $253. I even sent a screen shot of the drafted payments by email to customer service. I have not received a single word of reply. When I spoke to someone on the phone about the missing payments, they gave me the service ticket #*******. They told me every time that they would "escalate" the issue to someone that could help and they would call me back. I have received not a single call back. At this point, our service needs to be cancelled, our account needs to reflect the two missing payments, and we should not be charged anything past 10/25 since this is when I cancelled our service. I have made over 5 phone calls about this, and sent multiple emails. No one will help us.Business Response
Date: 11/18/2022
We have spoken with **************** have resolved his issues. Removal of equipment is scheduled for November 30th 2022. **************** issues has been escalated to leadership to review process and coach the team.Customer Answer
Date: 11/21/2022
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--provided that the business actually follows through with their promise to remove the equipment on 11/30/22.
Sincerely,
*********************Initial Complaint
Date:11/10/2022
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.
About a year ago I contacted Shredit to set up a one time home shredding service. I spoke with a rep who said I needed to provide a credit card number, which seemed odd vs paying after the service was completed. Despite my hesitation I provided the info. I was told someone would reach out to schedule the pickup. A month or so went by and no one ever called, no service was performed, yet my credit card was billed! I immediately called customer service and was informed there were known billing issues and was assured the issue would be resolved. I chose not to continue doing business with this company going forward. Today, about a year later, I received an email saying I may not have been invoiced for past services (which were never performed) and to log into my account (which should have been closed) to pay. I am stunned by the continued poor record keeping of this company. When I spoke with the agent they acknowledged no record of scheduled pickup of shredding, and no record or signature confirming pickup because it never took place! This is a nuisance and is unacceptable.Business Response
Date: 11/14/2022
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: 11/14/2022
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,
*******************************
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