Complaints
This profile includes complaints for Stericycle, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 276 total complaints in the last 3 years.
- 139 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:03/20/2024
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 attempted to cancel my subscription on 2/28/2024. Since then I have received a confirmation from them that my reference number was closed, but no confirmation of cancellation of my account. I have instead received an invoice for the next month on 3/20/2024. I'm not sure why it is so difficult to cancel this subscription. Every time I call I get a customer service rep telling me that an "Account Specialist" is handling this and that they have sent them a request to expedite the cancellation.During this process, I also received emails from a sales rep at their company asking me to click a link which I thought was part of the cancellation process. It turned out to be a malware link and that sales rep who got my info from the account that was supposed to be closed already had been hacked. This was by his own admission.
Business Response
Date: 03/21/2024
We have been in contact with Mr. *************** have resolved his complaint.Customer Answer
Date: 03/21/2024
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. Stericycle reached out to me by phone and cancelled the account. I will accept this although I have received nothing in writing stating that my account is cancelled.
Sincerely,
***********************Initial Complaint
Date:03/19/2024
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.
Ive had Stericycle service my business for the past 7 yrs. Up until last year I was pleased. They have not been consistent with pick up and refused to cancel a HIPAA/OSHA subscription that I requested over 9 mos ago. Ive called 6 times to cancel my account with ********************** and each time they tell me that they need to connect me with an account specialist who will call me back within 48hrs. Ive yet to EVER get a call back although I will get an email within minutes of hanging up that says the request is closed with a reference number and like clock work still bill me for service that Im not receiving. It seems like this is their protocol when disgruntled customers want to cancel their contract with them.Business Response
Date: 03/21/2024
We have been in contact with ****************** and have resolved her complaint.Customer Answer
Date: 03/28/2024
Complaint: 21456341
I am rejecting this response because:
They have yet to cancel my subscription after verbal and written request.
Sincerely,
***************************Business Response
Date: 04/02/2024
We have been in contact with ****************** and have resolved her complaint.Initial Complaint
Date:03/17/2024
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 contacted Stericycle October 23, 2023 and gave my 60 days notice to close my account to a ***** *****. ***** emailed me on November 24th stating "reviewing my account and found that my notes were not clear for how best you could serve me.". I immediately followed-up with an email on the 24th stating she had asked me to email her a written 60 days notice to close my account and attached a screenshot of that email from October 23rd. My original contract was set to expire in December 2023 and has now since auto renewed because ***** didnt cancel my account. They also auto renew the contract FOR SEVERAL YEARS without informing you. I called Stericycle again in January when I received a new invoice. I spoke with ***** ***** on the phone January 23rd and she assured me she would get it taken care of. ********* I receive another invoice. I was assured that my account was closed and that would be reflected at the end of February. Today, March 17th, I have received another invoice which means that my account is still active. I have been keeping everything documented through their reference numbers, screenshots of emails, phone calls so when they inevitable send me to collections for a service that I am not receiving - because my business is closed and I do not need the service - I will have everything documented.Business Response
Date: 03/20/2024
We have been in contact with ****************** and have resolved her complaint.Initial Complaint
Date:03/11/2024
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.
The customer service provided by the ********************** is abysmal. They consistently fail to pickup our medical waste as scheduled, despite numerous attempts to resolve this issue over the past 3 weeks. Each time I contact customer service, they promise that someone will reach out w/in ***** hrs but this never occurs. I escalated this matter to the senior manager who also hast not been responsive. Despite initially responding to my email and first call, she eventually began to ignoring me. I informed them that our waste bin is completely full, posing a safety risk to our employees, but they have shown a complete lack of concern.Business Response
Date: 03/13/2024
We have been in contact with ********* and have resolved his/her complaint.Initial Complaint
Date:03/08/2024
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 a contract with Stericycle to remove waste quarterly. They did not provide service quarter 3 and 4 of 2023. No explanation was provided for the interruption of service despite a request. we continued to receive and paid invoices during this period. a phone inquiry was made in January 2024 to stericycle for an invoice credit for the periods of no service. the phone representative could not resolve the issue and promised a supervisor will call us back, but no call back was received. we called stericycle six more times from January to March. Each time we requested for escalation, but supervisor was not available; a call back was promised but never received.Customer Answer
Date: 03/18/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
***************Initial Complaint
Date:03/08/2024
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 opened an account with Stericycle in August 2023. Shortly thereafter, Stericycle changed our account number to another account number, but they modified our company name relating to the new account number. Then they proceeded to send us bills to both account numbers. We called and notified them of this error and they said would remove the original account number and any bills relating to that account. However, we continue to receive bills for the original account number. In addition, they did not fulfill the contractual requirements regarding picking up waste, so we canceled our account in November. Since we formally canceled our account, they continue to send invoices AND technicians to pick up our waste. When the technicians come to our site, Facilities informs them that we canceled our account and they make a note on the manifest. We have called several times and have documentation, but they have not taken any action to cancel our account or invoices that we do not need to pay.Business Response
Date: 03/12/2024
We have been in contact with ************** and have resolved his/her complaint.Customer Answer
Date: 03/13/2024
Complaint: 21406523
I am rejecting this response because we continue to get correspondence regarding past due. See attached email sent today. We have paid all invoices due for our account, regardless of which number they assigned us. ********* does not have any account with them- not account ********** which was previously account ********** that Stericycle changed. We only had one account and ********************** changed the number then proceeded to bill both account numbers.
Sincerely,
*********Customer Answer
Date: 03/20/2024
We would like to add further attachments to this complaint. Please see attached notice from Stericycle as well as a correspondence from Stericycle in November saying that the account ********** is a duplicate account of ********** and should be closed. We do not owe any money on this account because we were double billed.Thank you.Best,********************* *******Executive Assistant/Office Manager*********************************************** | ************** | www.*********Business Response
Date: 03/20/2024
We have been in contact with ************** and have resolved his/her complaint.Customer Answer
Date: 03/21/2024
Complaint: 21406523
I am rejecting this response because: They have not contacted us nor resolved the issue per the attachments we sent yesterday.
Sincerely,
*********Business Response
Date: 03/21/2024
We have been in contact with ************** and have resolved his/her complaint.Customer Answer
Date: 03/22/2024
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:03/05/2024
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.
Stericycle has been over charging me for months. They changed their system I no longer have an account manager. I have been trying to get ahold of someone for months.Business Response
Date: 03/08/2024
We have been in contact with ****************** and have resolved her complaint.Customer Answer
Date: 03/14/2024
Complaint: 21387875
I am rejecting this response because: I still am receiving bills with the wrong amount. These bills are stating that I am overdue when I have been overpaying for 6 months. Stericycle has been fraudulently and knowingly billing me an extra $93.55 each month. In addition they are continuing to over bill me. I have asked for our original contract 3 different times. Stericycle refuses to provide it to me. They have violated their original contract and refuse to provide me a copy. This has caused me pain and suffering of having to overpay $600+. Attached is their knowledgement of 6 months in over payments, but I have yet to receive any of this money refunded to me. you will also find the most recent bill that is still overcharging me and the third request for the contract.
Sincerely,
*******************************Business Response
Date: 03/25/2024
We have been in contact with ****************** and are continuing to work with her to resolve the complaint.Initial Complaint
Date:03/01/2024
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.
Service promised: Quarterly Sharps/Biohazard waste pick up Dispute: I need to get the full refund and terminate the contract without penalty since May 2023 because they never delivered any service. Whenever I called them, they always responded with "since we cannot reach an account specialist now, we would call you back within 1-2 days", but no one calls. After about 20 calls (weekly calls for 3 months), I was able to speak to an account specialist and was able to terminate the contract/service. However, she told me that it would take about 2 days to get it processed and I would get a call from the company to "schedule a final pick up date". She gave me a confirmation email. I also wanted to talk about the credit I should receive for all these months, she told me that I need to talk to the "billing department" since she cannot do anything about it, and she instructed me to wait until 2 days since the termination request would be processed by then. More than a week passed by and I did not get any call from Stericycle. When I called back, the rep told me that the termination of the service was not "placed in their system" and they would have to talk to the account specialist and get back to me. When I requested to talk to the billing department to discuss the credit, the rep told me that it would be the "account specialist's responsibility to give the credit back and they cannot do anything about it. No call, but I got a generic email that my issue has been resolved with the credit for one month! That is not what I want. I want to terminate the contract. I want all the credit back. I started with $1387.73 when I started the second contract with the Stericycle in May 2023 due to their fault (bad service issue) prior to May 2023. I even cannot get in touch with the specialist who sent me the termination of the service contract via email. I get automatic replies that I need to read her email "IN FULL", which does not make sense. My customer number is **********.Business Response
Date: 03/12/2024
We have been in contact with ***********;and are continuing to work with him/her to resolve the complaint.Customer Answer
Date: 03/19/2024
Complaint: 21369223
It still has not resolved completely after I communicated with them several times after the BBB complaint.They state that they are "working" on it, but the refund has not been made yet as of today and the final pick up service has not occurred yet as they promised. I would like to get this resolved as soon as possible.
Sincerely,
***********Business Response
Date: 03/20/2024
We have been in contact with *********** and are continuing to work with her to resolve the complaint.Initial Complaint
Date:02/28/2024
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.
The business requires a 5 year contract for medical waste removal. They charge $64 per month to pick up waste every 4 weeks. I signed a contract for my medical practice in July 23. They have attempted 1 pick up since that date. They stopped servicing the account and no attempts were made to pick up waste since August 2023.I have called their customer service line multiple times to close the account since they are no longer servicing or upholding the contract. They say they will handle it and close the account but never do. They continue to charge my account after multiple cancellation requests.Business Response
Date: 03/05/2024
We have worked with **************** and have resolved her complaint.Initial Complaint
Date:02/27/2024
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 created an account with Stericycle in 10/2023. However, due to lack of follow through and no service provided, email and phone calls were made to cancel the service before any service were rendered after waiting 4 wks. Since "closing" this account, I have been continuously billed despite no service being provided. I have made at least 6 phone calls/emails to resolve this issue at least 4 times. Despite this, I just received another bill for over $500 for an account that was NEVER serviced and should show that the account has been closed since 11/2023. Please close the account, AGAIN, and do NOT bill an account where service was never provided.Business Response
Date: 03/04/2024
We have worked with *************** and have resolved his or her complaint.Customer Answer
Date: 03/05/2024
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 in assumption that this won't happen again. Historically, since 11/2023, they have continued to bill me on a monthly basis and hopes are this is the FINAL resolution.
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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
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.