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.
- 72 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:10/10/2022
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.
We have been dealing with Stericycle not getting our billing correct since the start of the year. They cash checks they say they don't get. They sometimes bill ** for times they come and pick up, which they don't come. They say we have late payments, even though its clear the check was deposited on time. Now we have over a $700 balance. Unable to contact anybody there that can help. Have called several times to get the billing issues fixed and nothing ever gets resolved.
Business Response
Date: 10/19/2022
Hello BBB,
Please re-assign the above case to the Stericycle business unit Shred It.
Thank You,Business Response
Date: 10/26/2022
We have been in contact with ************** and are continuing to work with her to resolve the issue. Copies of all requested items have been provided to her. We have not received any further responses to our attempts to resolve. We will continue to reach out in order to resolve the issueCustomer Answer
Date: 10/27/2022
Complaint: 18191970
I am rejecting this response because: they have reached out however with absolutely no help. We are no where closer now than we were.
Sincerely,
*********************Business Response
Date: 11/10/2022
We have provided ************** several spreadsheets outlining their charges, credits,and payments made to their account showing the account is correct. We have provided her with all the supporting documentation she has requested. ************** has not communicated any additional issues or what we can do to resolve ************* complaint. We will continue to attempt to work with her on a resolution.Initial Complaint
Date:10/09/2022
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.
My company, ******* Design Architecture entered into a service agreement with Shred It to provide shredding services at an offsite storage facility. It took multiple calls and emails to schedule the event. The service we received was terrible. They were hours late and understaffed. I emailed them multiple times and the contact acknowledge my email but did not attempt to rectify the situation. I was not billed for four months and was very surprised when the amount was $1,000 higher than the estimate. I reached out to them and have been in touch with multiple staff including their collections department.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:10/05/2022
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.
Our business has never used Shred-It at our ******************* location (moved to this location in June 2021) yet Shred It keeps sending invoices. Have reached out to Shred-It multiple times to resolve the issue, never received a response yet they keep sending invoices for services we never received or signed up for.Business Response
Date: 10/14/2022
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: 10/17/2022
Dear BBB ******* & *******,
Thank you so much for your time and efforts resolving this complaint. The company reached out to me, resolved the issue, and issued me a refund. Very grateful for all your work. Hope you have a great rest of the week.
Sincerely,
********
--
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:10/03/2022
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 called to cancel my service back in April 2022. It took them over a month to come get their box. Once the box was picked up, they showed up 3 times in 2 weeks for my shredding, which is more than they had showed up 3 months prior. Prior to all of this I had been fighting with them for months trying to get my bill corrected. They documented my check incorrectly and then sent me a bill saying that I was past due on a bill. Once that was figured out, I agreed to pay their pick up charge for their box. I paid that reluctantly being all the issues that I had with them. Since then I have received a bill almost monthly for services that have not been done. I have had to call and sit on the phone for over 2 hours each time to have the bill credited and my services cancelled AGAIN. The representatives are not friendly and refuse to send you to a manager or a supervisor. They tell you they will put you on the list to be called and then never call you, instead they sent me an email saying that they tried to contact me and never did. I am a business owner and cannot have their horrible ethics to mess up my credit or reputation of paying my bills. I already have paid them more than is deserved. I just received yet another bill showing an over due balance as well as service rendered which was not.Business Response
Date: 10/12/2022
We have made several attempts to contact Ms. **** and have not been able to connect. We will continue to reach out in order to resolve her issue.Customer Answer
Date: 10/12/2022
Complaint: 18159509
I am rejecting this response because: Stericycle has not reached out to me. There is not a way that I can miss a call since my phones are transferred to my cell phone. I received ONE email stating they would be in contact with me, which they have NOT.
Sincerely,
***********************Business Response
Date: 10/19/2022
We have spoken with Ms. **** and have confirmed that her issues have been resolved.Customer Answer
Date: 10/20/2022
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. I spoke with **** at stericyle and as long as what she has told me holds up and no more communication happens then I will agree to the response made. If they still continue to not pay attention and send me bills and not actually term my services I will be reaching back out.
Sincerely,
***********************Initial Complaint
Date:10/03/2022
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 have a document shredding account with Shred It that was started for my business in 2016 and called to discontinue the service as I am relocating my business to a building that provides this service included in my rent and was told that per the agreement that was signed in 2016 that was for 60 months, the agreement calls for an automatic renewal of contract for *********************************************************************************************************************** for this renewal. I am being told that the company will only stop the service which averages $126 per pickup every 4 weeks if I now pay them $2092 as an early termination fee for a remaining 48 months of service that is under their perceived renewal period. I do not believe that this is a legal business practice as I did not sign a renewal nor was I informed by the business that a renewal period would be started last year. I am quite upset that a nationwide business could target small businesses and individuals for what I feel would be an illegal contractual obligation especially without any renewal notification or contract being signed.Business Response
Date: 10/12/2022
We have spoken with ********** and are working to resolve her complaint. Removal of equipment is scheduled for October 17th 2022. Mr. **********; issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:09/27/2022
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 were quoted a price in late January 2022 for shredding services. The service was completed on 2/17/2022. We did not receive a statement for the service until June 2022 and it is almost double the original quote. We have had this issue with them in the past and it has been corrected. This year however, we going round and round with the company to get these issues rectified. They continue to call weekly and we continue getting the run around. We want to pay what we owe, but wish not to pay too much.Business Response
Date: 10/06/2022
We have made several attempts to contact ******************** and have not been successful. We will continue to reach out to try and resolve the issueCustomer Answer
Date: 10/12/2022
Complaint: 18137167
I am rejecting this response because: They had not made any attempts to reach me. I responded to each email as they were sent later. I ended up calling them back and finally settled with them
Sincerely,
*************************Business Response
Date: 10/19/2022
Upon receipt of complaint with the BBB, ******************** has worked with a dedicated rep and has received continued follow from them up until a resolution was provided along with documentation on 10/6. This complaint has been resolvedCustomer Answer
Date: 10/20/2022
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:09/27/2022
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 amended our contract (attached) with Shred-it as of 12-15-2021, to reduce the services. This reduction brought our bills to $199.90 per month for 2 bins (3rd was confirmed removed 1-7-2022 (attached)). After the contract update, the billing department continued to charge incorrectly. We reached out numerous times over many months to get it corrected, Customer Support and Account represensatives attemped to help and never disputed that incorrectly billed prices were accutate (email attached). We initially held off on paying until we were billed correctly, then later paid the amounts that were contractually due. We are still receiving notices of collections even after all our attempts to have invoices corrected. I have reached out via certified mail and email asking for someone to explain why they keep billing incorrectly, I have never received a response to date. In August 2022 we cancelled this horrible service, their representative agreed Shred-it was in breach of contract and early termination fees were waived. We were incorrectly billed for this remove invoice as well (attached, ******** show what should have been billed per contract and cancellation call with Shred-it rep). We would like Shred-it to correct the error in their billing and credit all remaining incorrect amounts showing due. We have paid all contractal outstanding amounts and our account should be closed.Business Response
Date: 10/05/2022
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: 10/12/2022
Complaint: 18050270
I am rejecting this response because while I have been in contact with a represensative from Shred-It who mentioned they would have the issues resolve, I have not yet see any official credit from the company stating showing that we no longer owe on the account. We have paid all bills at this point, the final check clearing on 10/6/22.
Sincerely,
*************************Business Response
Date: 10/19/2022
We worked with ****************** and have resolved her complaint.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:09/26/2022
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.
Just like the other compliants from the a company posted 8/2022, we too are getting MULITPLE invoices from a collector ****************. We have sent muliple emails to him - no response, we have made multiple phone calls and they do not answer, if CS happens to answer they transfer us to a dead phone line. We received 3 invoices in one month!This is the 3rd time we have experienced this problem in 2 years.Business Response
Date: 10/05/2022
We have been in contact with **************** and are continuing to work with her to resolve the issueCustomer Answer
Date: 10/06/2022
Complaint: 18129335
I am rejecting this response because:They have reached out to us with no resolution yet. I do not want this case closed until this gets resolved as it seems they are trying to find fault with how we have paid. At thie point, we dont know how or what to pay because of the continued inconsistancy of their invoices.
We have not heard back from them since Wednesday 10/***** 2:48. See attached email conversation.
Sincerely,
***********************Business Response
Date: 10/14/2022
We have continued to work with **************** and have resolved her complaint.Customer Answer
Date: 10/20/2022
Complaint: 18129335
I am rejecting this response because: They are continuing to work with us, but it has not been resolved. We are still looking for answers on some invoices that were double paid and we do not agree with the amount they want to credit us.
Sincerely,
***********************Customer Answer
Date: 11/11/2022
Complaint: 18129335
I am rejecting this response because: I dont appreciate her turning the situation around to be our fault. THEY assigned different account numbers, which led to multiple invoices and double payment.If we would have not discovered that THEY assigned mulitple account numbers we would have not caught the duplicate overpayments sent to them. We had SEVERAL questions BECAUSE we sent them duplicate payments that they didnt seem to find until we brought it up to them. How many other businesses are they doing this to?
I have since emailed Stericyle with questions of new invoices received since then, with NO response back!
Sincerely,
***********************Customer Answer
Date: 01/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:09/13/2022
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 used this company for 10+ years at our agency for shredding. Recently, to get a large shred scheduled, it was nearly impossible. There are no local contacts to call or email. I did everything through the customer portal as they said to do and no one showed up to take the shred. Twice they no showed. I called and sat on hold numerous times getting no answer. I emailed customer service asking to cancel all services. No reply. Today I received a call from Shred it and I said to cancel all services. I was told there would be a 50% cancellation fee for the remainder of the contract. I was told my contract is in storage and they do not have access to it so I cannot see the contract but I have to pay the remainder of the time which is $2,916.00. No one has serviced our agency since July and we have gone with another company. Very poor customer service.Business Response
Date: 09/22/2022
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: 09/23/2022
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:09/08/2022
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 wish to complain about your shredding services that I invested in on June 15th with the help of a Sales Representative by the name of ****************. I signed up on your website to receive a quote and I was contacted by ****. He explained to me on the phone that you provide shredding for $80.82 per service every 2 weeks. He then emailed me this information and I have attached this for your information. I agreed to the services that were provided to me in his email and he sent me the contract which I then signed. I am complaining because once I signed the contract, I received the shred it box 3 weeks later and when I tried to follow up there was no response on his phone and I had to email him a few times. Later the first invoice was mailed to me and the invoice price was slightly more than what he had explained but it was a minor amount so I paid the invoice and proceeded with your services. I then received the second invoice on August 3, 2022, for $123.00, the bill was $42.18 more than what your sales representative, **** had explained to me in his email sent on June 15th, 2022. I was very surprised and shocked to see all the extra hidden charges that were included on this bill. When I first learned of this problem, I contacted your customer care team and was told that nothing could be done about my problem although a lot of fundamental issues were never explained to me in the email sent by **** on June 15th. I was then told that they can only provide a discount on future bills for the fuel fees only. Further conversation with your team lead to the discussion about the other fundamental issue that **** had failed to mention in his email to me and on the contract. This includes the fact he has put me on a 5 YEAR commitment.It is unethical and unreasonable to provide customers with an inaccurate description of your services in writing and provide them with an agreement that includes discrepancies.This is a SCAM and it is FRAUDULENT.Business Response
Date: 09/17/2022
We have been in contact with Ms. ************* and are continuing to work with her to resolve the issueCustomer Answer
Date: 10/14/2022
Complaint: 17936566
I am rejecting this response because:Good afternoon,I made a complaint on September 9th and after more than a month of negotiation this company has not been responsive and is not sending the new agreement that they agreed to send. They have still been charging me although they are not providing the service.I would like to open this complaint again. I would appreciate it if you could open this issue up again because I understand that the complaint has been closed because the negotiations have taken so long with Shred-it.Kind regards,************Notary PublicPhone:************Fax: ************Email: ******************************************************************** 2H1
Sincerely,
*******************Business Response
Date: 10/21/2022
We have continued to work with Ms. ************* and have confirmed that her issues have been resolved.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,
*******************
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