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:08/03/2022
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.
See attachments Billing Fraud *********************
Business Response
Date: 08/10/2022
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: 08/14/2022
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:08/02/2022
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 called to cancel our service with them 7/23/21, and they have continued to **** us. We call them every month to get them to stop the billing but it continues.Business Response
Date: 08/10/2022
We have reached out to ************** and have resolved her complaint. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:08/02/2022
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.
Started the search for new ********* services and Medical Waste. contacted Shred It, spoke to a sales person, *****************************. This person assured us that we would have 1 service with Shred it and Stericycle, that is not true, it is 2 separate companies. 1. After signing attempted to contact ****** regarding the website to set up pickups - No ReplySigned the agreement on 7/13/22 - have not been able to reach the account rep sinceemailed him on several occasions which i will uploadCould not get the online account set up and he was not returning our calls or emails. Contacted Stericycle to get a customer service number to get the online access. By that time incorrect bins were already delivered. 2. Stericycle - contracted for $133.25 per month, first invoice was a total of $266.50. I have called to have it resolved and again received another invoice today for that same amount. This has not been a positive transition and this company is not InTouch with its customers. they have no desire to do anything beyond getting you to sign an agreement which i would assume the sales team gets commission on since you are unable to get someone to help you after signing. Terrible service, terrible communication and completely not what they sold us. i want to speak to someone that can assist in resolution of the issues and preferably someone that represents both since they are now 1 affiliation.Business Response
Date: 08/08/2022
We have reached out to ************** and have resolved her complaint. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:07/27/2022
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 used Shred-It in May, 2021 to shred office paperwork. The customer number with Shred-it is ********. I paid the invoice for the May 2021 service for $326.16 with a credit card on 06/18/2021. I have not used Shred-it after May 2021. In May 2022 , I started getting invoices from Stericycle/Shred-it for $325.89. The invoices have a different account number/ customer number, **********. It states the balance is from June 2021. I have informed them that this is an error , that I have not used Shred-it after May 2021. I have emailed the credit card statement showing the $326.16 payment in 2021. They have agreed to resolve this matter but have not done so. I am now getting letters from the collecting agency for $325.89.Business Response
Date: 08/02/2022
We have reached out to Ms. ****** and have resolved her complaint. Ms. ******'s issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:07/19/2022
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.
In March of 2022 I filed an complaint with the BBB in reference to a billing issue (Id #********* that we had been trying to resolve for over 4 months. We finally got the issue resolved in late May 2022. On June 6/14/2022 I paid balance due via website in the amount of $232.23. When them received a collection letter stating we had outstanding balance in the amount of $278.61. I contacted Shred It and was told they have no proof of payment. So I sent an email to email address on letter from collection department with proof of payment only to get an email back stating this is an unmonitored email. Why provide an email that is not monitored? I need this payment applied immediately to correct our account balance. The last 8 months dealing with Shred It has been a nightmare. Please help us get this resolved.Business Response
Date: 07/26/2022
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: 07/27/2022
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,
**********************************Customer Answer
Date: 08/23/2022
Complaint: ********
I am rejecting this response because:I sent the below email to Shred it on 8/11/2022 and have received no response. This is our third complaint about billing issue. Previous cas #'s ******** and ******** We have another problem. I went online to pay the balance due above in the amount of $57.59 and saw a pending invoice ************) in the amount of $80.61 so I tried to make payment in the amount of $138.20 for both invoices. I received an error message that payment failed. So I called 800# to try and make payment and also received a message that payment failed. I then called back to speak with a representative and was told payment didn't go through and that I could only pay $80.61 bill but not invoice for $57.69 because it did not have an invoice number and he would send me a link to pay invoice, which I did not get. I went back online and paid the $80.61 invoice ( confirmation attached). So long story short our business account was debit twice, once for $138.20 and $80.61. I need this resolved ASAP. Thanks for your help,
Sincerely,
**********************************Business Response
Date: 08/26/2022
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: 08/30/2022
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:07/15/2022
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 had an original appointment for shredding on 2/11/22. I had something come up and I was not here for service. Did not have anything done on 2/11/22. I emailed the rep to reschedule. I was charged for the service (******) on 3/21. I had a rescheduled appt for service on 3/25. I was told on 3/21 that a case had been opened regarding the charge that was done to my account when no service had been done. After the service that was actually done on 3/25 I was charged for a second time on 5/2 (******). I was told in March that a case # had been opened regarding the charge and someone would follow up. No one has ever followed up. I called on June 10 and was told that no one had actually opened the original case, I was just told they would but they did not. Then I was told another case was opened on June 10. I was then put on hold for over 35 min. I received an email while I was on hold from a ***** in Customer Relations. Since June 10, over 30 days ago, I have not heard anything from them. I get no response to me emails that I send to them and when I call I am just put on endless hold. I have been waiting for month to get my money back.Business Response
Date: 07/22/2022
We have been in contact with **************** and are continuing to work with her to resolve the issue. A refund is scheduled to be processed with the next check run on 7/26/22. We will continue to work with **************** to ensure receipt of refund.Customer Answer
Date: 07/25/2022
Complaint: 17574098
I am rejecting this response because: Per the email I received from them the check is supposed to be cut today, 7/25. I will update once the check has actually been received. I am not sure why a check needs to be sent when I was double charged by card. I will wait and confirm that the check actually comes from them before I am satisfied.
Sincerely,
*********************Initial Complaint
Date:07/15/2022
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 contracted Shred It for our shredding needs. Our shred bins were picked up in error on July5, 2022. We have been working with ******************* to resolve the issue since the beginning. We have made several phone calls, left several voicemails and the issue has still not been resolved. At this point ******************* will not even return phone calls and will only send an email that says update coming soon.Business Response
Date: 07/21/2022
We have made several attempts to contact ************** but have not been successful. We will continue to try and resolve the issue.Customer Answer
Date: 07/22/2022
Complaint: 17571960
I am rejecting this response because: I have reached out to someone from escalation team and have not received a response. I have been in contact with someone.
Sincerely,
***********************Business Response
Date: 08/03/2022
We have worked with ************** and have resolved her complaint. The issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 08/04/2022
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:07/13/2022
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 in early Spring 2020 (pre-pandemic), with two containers. I have prepaid for services for when they retrieve the containers. They informed me that when they are full to contact them to pick them up. I contacted them Monday, July 11, 2022, and they are unable to find my contract by my company name, address, or phone number. They informed me that they changed their internal system in the fall of 2021 and are unable to locate files prior to then. I asked for a Supervisor to contact me back to resolve this problem. I have not received a response from a Supervisor, or a resolution to the situation from customer service. When speaking with customer service, they quoted me $475.00 to p/u the two containers as a new customer.Business Response
Date: 07/21/2022
We have spoken with ************** and have resolved her complaint. Service is scheduled to be completed on Monday July 25th 2022. ****************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:07/06/2022
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 company has still not refunded almost $600 in unauthorized charges. We paid our invoices online on 5/18 and multiple duplicate charges were withdrawn from our account on 5/19, 5/20, and 5/23. Called 6/1, 6/22, and 7/6, sent proof of charges, and even received a confirmation number 2 weeks ago that our unauthorized charges were refunded and processed. As of this date, Shred-it/Stericycle has not refunded money. I was told today the refund is still pending and processing. My initial phone call was over a month ago. Invoice number ********** for $99.54 paid on 5/18 Invoice number ********** for $93.73 paid on 5/18 The two amounts were debited from our checking account on 5/19 On 5/20 and 5/23, SIX (6) additional unauthorized charges were made on our account totaling $579.81. I called 6/1 and was told their system experienced difficulties and they would process the refund immediately. I received a reference number ******** for my case. 3 weeks later we never received our money back so I called them again on 6/22, emailed proof of charges, and they provided me confirmation #******* of refund. Two weeks has passed and we still do not have our money back. I called again today and was told they would escalate my claim and will follow ** in 3 business days. I have been told this same thing every other time I've called. Today I'm told it takes 4-8 weeks to receive a refund. I spoke with Vanessa (Supervisor for Customer Experiences) and Cezara today and was provided her direct phone number ************ if the BBB needs to speak with her directly. Our company needs this money refunded immediately.Business Response
Date: 07/13/2022
We have reached out to ****************** and have resolved her complaint. ********************** issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:06/30/2022
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 paid for an on-site shredding service on March 4, 2021. Every time I go to the facility, there has been no one available or the facility is not accepting shredding (during posted hours for accepting on-site shredding). I have reached out repeatedly to Shred-It and eventually received communication from a field representative, however, no refund for my fee, no assistance with completing my shredding and no contact from anyone from Shred-It who can substantively resolve this issue. I would like a full refund.Business Response
Date: 07/08/2022
We have been in contact with ************** and are continuing to work with her to resolve her complaint and provide a refund.Customer Answer
Date: 07/15/2022
Complaint: 17505402
I am rejecting this response because:In response to BBB's email today, I have not received a refund from Shred-It, although I have received communication from this company indicating one is being sent. I prefer to not close this complaint until it is fully resolved. Thank you,
***************************
She/Her
******************************, ***** P.C.
260 ************************., Suite B
**************, ** 29464
O ************
F ************
E *************************************
Sent from my iPhone
Sincerely,
***************************Business Response
Date: 07/19/2022
We have confirmed with ************** that she has received the refund and her issue has been fully resolvedCustomer Answer
Date: 07/19/2022
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.
Sincerely,
***************************
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