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:10/26/2022
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.
This all started back in August 2022 I called for 6 shredding bins and I did recieve them after a long wait and things were fine they would pickup bins twice a week for 6 weeks and I called them to say I was done and they never came to pick up bins so after several phone calls I spoke to someone who told me that I signed a 5 year contract. That is crazy because when I ordered these bins I told the fella that we were moving in a few months and I had alot of shredding to do.I need your help bins are still here.
Business Response
Date: 11/02/2022
We have been in contact with Mr. ***** and have resolved his complaint. Removal of equipment is scheduled for November 8th 2022. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:10/24/2022
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.
Our business has not used Shred-It (a Stericycle Solution) for paper shredding since 2016. We continue to receive invoices for recent attempted pick *** however. When we call Shred-It, after receiving each invoice they state an attempt was made to pick up but there was no bin in which to pick up. We respond by saying no one from Shred-It entered out business to attempt a pick up and we have not used the service since 2016. Today, 10/24/2022, we received a collection notice from a 3rd party. Prior to today, our last call to Shred-It in August 2022 we were advised nothing was due, they don't see an open invoice. We called the collection agency and they advised they could not do anything. They have been invoicing us since 2020 and we have contacted them no less than 8 times about this. I called Shred-It today, 10/24/2022 and they advised we have nothing due still and don't know why we get a collection notice. I am at a loss for what else to do. Shred-It never follows up from previous call and cases we have opened and now we have been turned over to a collection agency.Business Response
Date: 10/28/2022
We have reached out to ************** and have resolved his complaint. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:10/24/2022
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 initially signed a 5 year contract with Shred-it back on 10-24-2016. I was not aware that there was a paragraph buried in the contract that you were going to plan to auto-renew that contract for another 5 years. I feel that is a very misleading business practice to try to retain customers. I have been a customers of yours for 6 years now and very upset that you have attempted to lock me in for another 4 years without any kind of communication. You never sent any notification that the contract was about to auto renew.Im asking your assistance with the cancellation of our service and no further charges applied going forward.********* has sent me confirmation that our service has been cancelled but he informed me that I will be billed for 25 services that you will not be providing.He told me that my contract would auto-renew every 5 years. I didnt sign a new contract with you for 5 years. I only signed one contract with you for the initial 5 years.I have filed a complaint with the ** ************************ of your business contract. I feel this is very misleading and your attempt to hold onto business by not communicating is negligent misrepresentation.I have asked for a manager to call my cell and havent received a phone call yet.Please call my cell at ************ or email me back.Business Response
Date: 11/02/2022
We have been in contact with ****************** and are continuing to work with her to resolve the issueCustomer Answer
Date: 11/04/2022
Complaint: 18304651
I am rejecting this response because: I provided them with the contract from the new company to show the price they are offering and Shred it said they would match any competitor and their contract is a price per pick up. They don't try to lock me in to a 5 year auto-renewable contract. They have not matched that offer yet.
Sincerely,
***************************Initial Complaint
Date:10/21/2022
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 began services with Shed-It prior to 2020. When COVID-19 began, a representative informed me my 8-week pick-up cycle could be suspended due to the pandemic. I was told I could schedule pick-*** as needed. I opted for the as needed service, and I have been operating under that agreement ever since.In 2022, I began receiving Proof of service emails from Shred-It for pick-*** I had not scheduled and services I had not received. I also discovered I was being charged for these phantom services. I spoke to a representative and sent an email explaining I did not schedule or receive the services in which I was billed. I also explained that my pick-*** were as needed. In response, Shed-It sent an email which stated I would receive credit for the charges. In October 2022, I requested a pick-up for 10/15/2022. Shred-It sent an email informing me that my pick-up would occur on 10/21/2022.On 10/21/2022, my daughter stayed in my home to provide Shred-It with access to the bin located in my apartment. My apartment buildings maintenance staff was also in my apartment assessing needed repairs. At approximately 11:50am, I received a Proof of service email from Shred-It. I immediately contacted Shred-It customer service because I knew no one had come to my home to make a pick-up. The Shred-It rep. consulted with the local transportation unit who reported no one being home. According to the representative, the person assigned to make the pick-up reported he called my mobile phone and no one answered.I explained to the representative that I had many incidents in which Shred-It workers have lied about making pick-***, even for dates I did not schedule. I requested credit for the 10/21/2022 charges and asked that my account be closed. The rep. informed me that there was another outstanding charge on my account for 4/26/2022 date of service. This is also a phantom date of service. Now, they are charging me a $197 fee to close my account.Business Response
Date: 10/28/2022
We have reached out to ************** and have resolved her complaint. ****************** issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 11/01/2022
Complaint: 18296077
I am rejecting this response because: My complaint has not been resolved. *********************** from Shred It stated, once my account is closed, I would receive a refund for dates I was charged for pick-*** that did not occur. My account closure is pending Shred It retrieving its bin from my home. The original bin pick-up was scheduled for 10/28/2022, but on that date, Shred It reported their truck broke down. The new pick-up was confirmed for 11/1/2022 between 12pm-3pm. On 11/1/2022 at approximately 10:15am, I received an email from ******************** stating the pick-up would occur on 11/8/2022. I contacted customer service and sent emails to *********************** and ******************** regarding the confirmed pick-up for 11/1/2022. ***** and ***** did not reply to my email. Customer service claimed supervisors at the local branch were in a meeting, but they would contact me after the meeting. It has been more that 2 hours and no one has contacted me. I cannot continue to miss work or ask someone to be in my home for a pick-up that never occurs. Also, I am due a refund check, and based on Shred Its shady business practices, I may need BBB assistance with obtaining a refund check.
Sincerely,
*********************Business Response
Date: 11/09/2022
We have continued to work with ************** and her complaint has been resolved.Customer Answer
Date: 11/11/2022
Complaint: 18296077
I am rejecting this response because: Although I received a 11/7/2022 email correspondence from *********************** stating a refund check would arrive by overnight mail, four days have passed and I have not received the check. In order to resolve this complaint, I would need to receive the refund check which is related to charges for services that were never rendered.
Sincerely,
*********************Initial Complaint
Date:10/21/2022
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.
This is just a short list of the documentation I have started for the services by Shred-It. We did not start out with Shred-It. The company we were using was bought out by them. The company we had Rapid Information Destruction was great. We could call and go from a weekly to Bi weekly depending on our demand. Unknown to us when Shred-It took over every time we changed our services, they extended the five-year contract. We did not know we were in a contract. The account manager that contacted us when the buy out happened never said anything about a contract. From the beginning there have been times that they do not show. We were thinking that they were just working out the kinks. When Covid hit it was much more inconsistent. We were very understanding as a lot of business were having issues. However, in the last year and a half it has gotten so bad that more than not they do not show up to our office and I have to call. I have asked that we be notified if they are changing our route and that has not happened once. We are also having problems with billing. We were charged for a pick up that never happened. The bills in the last several months show credits. I called and they said disregard the credit that we are having problems with billing. Then we get a past due notice. About a year ago we asked about canceling our services as we are not getting the service we expected. We were told that we would have to pay half of the five-year contract. I feel that at this point they are not holding up their end of the contract. I have attached the reference numbers for all the call I have made trying to resolve these issues. At this point we need to be released from the contract so we can find someone reliable. Are docs have sensitive information and we can't have boxes sitting full waiting for them to show.Business Response
Date: 10/26/2022
We have spoken with ************** and have resolved her complaint. Removal of equipment is scheduled for November 1st 2022. ****************** issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 10/27/2022
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:10/18/2022
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 customer service is terrible at Shred-it. We have been waiting 2 months to get a pickup. I am the quality compliance officer at **********************************. Me and the facility director have been trying to reach them for 2 weeks. We get left on hold for hours. We were told that they had a computer glitch and it dropped our account. After speaking to one supervisor last week, we were told they would pick up 5 days ago. They told me via email today that my account is lost and I would have to wait for sales to call me. Funny thing is, we still have our contract with Stericycle. Shred-it is part of stericycle. They could do an emergency pickup since it is their fault, they wont. We have no more room for our documents. It is a major compliance issue. I want to cancel my non-existent account and have them pick up all their bins, which are full, and never come back again. I have worked with a lot of places, this is by far the worst service I have seen in my life.Business Response
Date: 10/28/2022
We have been in contact with ****************** and have resolved her complaint. Removal of equipment is scheduled for October 28th 2022. Ms. *************** issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 11/01/2022
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:10/18/2022
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 Shred-it since early 2011. The last 3 years Shred-it's customer service and accounting practices have been disturbing. Shred-It continues to communicate to us each October that we have a unpaid invoice from the a previous year that suddenly shows up on our account. We have always been an Auto pay account (since 2011) therefore we trust that our bills are being paid on time and appropriately by Shred-It. In addition our invoices are mailed to us each month showing the auto payment on our account however, when we send this information to them they come up with an invoice that suddenly shows up on our account from the prior year. It is extremely time consuming to go back to prior years and address an issue that should have been resolved within the year of service or listed on our account. Furthermore, to remember the details of what happened a year ago, why we were never invoiced or why Shred-It did not apply payment is extremely frustrating. In the past we have been able to discuss these issues with a customer service representative or account manager however, that also has resulted in unresolved issues or emails that never address the customers issues or frustrations. Today I visited my Shred-It online account to obtain information on my account services and contract however this information was not available. I would like to cancel all services with Shred-It but after reading others issues in trying to cancel, I don't have a good feeling.Business Response
Date: 10/25/2022
We have spoken with ************** and have resolved her complaint. Removal of equipment is scheduled for October 28th 2022. Ms. ************* issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 10/31/2022
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:10/12/2022
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.
Back as far as 07/2021 I've been trying to cancel my service with Shred-it. I'm billed every month as though they are providing a service. I've called to cancel my service on many occasions only to have it ignored. Each time I called I kept notes on the invoices, hopefully they are legit able enough to read. On September 9th I received an email stating I will be turned over to collections for not paying ***** for a pick-up. I immediately responded back with a list of reference #'s I had from them stating the account would be closed out and bind picked up. They refuse to pick up their bind and the bills continue to come in. In fact I'm waiting today for them to show up, they said they would be here between 10-3:00pm.Business Response
Date: 10/17/2022
We have reached out to ************** and have resolved his complaint. Mr.****** issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 10/18/2022
Complaint: 18206006
I am rejecting this response because:Your complaint was assigned ID ********.Hello and Thanks for your help.
They did reach out to me a few days after I filed the complaint. I got a call from them wanting my schedule so they can come and pick up the container. They said they have issued a credit for *****; however they had already sent the bill to collections. I want to see if I get another bill from the collection company and make sure nothing appears on my credit report resulting from this.Thanks*************************;MBA, LUTCF10945 ***********, Suite 130******, ***** 75238**************************** Fax
Sincerely,
*************************Business Response
Date: 10/19/2022
We have confirmed with the local operations location that the bin was removed at no charge. A credit issued for the $49 was confirmed with ************** on Friday 10/14/22. A copy of the credit memo and close out letter from ARMS has was also sent to ************** on 10/14/22. This complaint has been resolved.Customer Answer
Date: 10/28/2022
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:10/12/2022
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.
********************* received a bill from Shred-it for services. We did not request or receive any services from this company.I spoke with customer service and thought we had the matter resolved but now we have received a bill from a collection agency.Business Response
Date: 10/19/2022
We have been in contact with ****************** and are continuing to work with him to resolve the issueInitial Complaint
Date:10/11/2022
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.
July 21-called Shred-it requesting their mobile shredding services before August 1; was told that I had to supply banking ACH information before they would schedule a pick-up, so I complied. Was told they would "call in a few days to schedule the pick-up".Did not hear back by end of July, so I took the material to a different shredding facility myself.Aug 10- Shred-it called to schedule and were informed by phone that I had made alternate arrangements, so their services were not required. Their verbal response was "No problem. We will cancel the pickup".Sept 9- Shred-it deducted $579.71 by ACH from my account, using information supplied at the time of original booking. I have contacted Shred-it weekly by phone since then, and have been assured these funds would be returned to my account. Was given Reference Number 03491156.October 7-after being placed on hold for 45 minutes, was informed by phone that "funds will be credited back on November 12, 2022."I would appreciate help from BBB. This merchant withdrew funds by ACH one month AFTER acknowledging that they had missed their deadline and services were not required. Instead of apologizing and going out of their way to remedy this situation to immediately return the money, they have stalled and now (as of this past Friday) have given a ridiculous November 12 date for return of funds. This is clearly unethical (and likely illegal) business practice and I would like the BBB to intercede on my behalf and force this business to do the right thing. I would prefer to avoid costly legal fees to recover money that was essentially stolen from my account and is being unreasonably held by this business. Thank you.********************* **************Business Response
Date: 10/19/2022
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: 10/19/2022
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.Thank you for your assistance. The BBB helped to quickly resolve the issue.
Sincerely,
*********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.