Complaints

This profile includes complaints for Stericycle, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Stericycle, Inc.

  2355 Waukegan Rd Bannockburn, IL 60015-1586

  
• 

  Stericycle, Inc.

  1525 Sterchi St Knoxville, TN 37921-5670

• 

  Stericycle, Inc.

  4495 Salzman Rd Middletown, OH 45044-9709

• 

  Stericycle Environmental Solutions

  700 Mulberry St Kansas City, MO 64101-1226

• 

  Stericycle, Inc.

  PO Box 9001590 Louisville, KY 40290-1590

The 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:11/01/2023

  Type:Order Issues
  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.

  4//12/23 contacted Stericycle asking for information about opening a biohazard waste collection account for a new surgery center. Stated I had never opened an account before and this was all new to me. They are a nationwide company and as such I thought theyd deal with me honestly. I let them know we are a small center, not open until **** and will be making very little waste as we do endoscopy procedures and our vacuum is connected to the sewer. 4/14/23 received a contract from Stericycle included pathological waste and biological waste was told I needed to sign the contract so that he could get an account number assigned. I told him (*********) that the numbers estimated look very high and we dont need that much service. He said he could bring the estimates down but would still need a signed contract to get the account number assigned. I asked for help estimating waste so he could see that we needed very little-at this time his quote was several thousand per month for waste pick up. He said he would adjust the contract and brought the price to under 1k per month. I began to feel uncomfortable so I called another waste management company and they quoted me under $100 per month, month to month and they supply the container. I told Stericycle this and they told me they couldnt match that. I told them to cancel the agreement. They said they will pause the account because if they cancel all the work that was done to make the account would need to be done again if I ever wanted to use them. They said I was under no obligation and would not be charged. I didnt hear from them again until I got an email that my account was past due. I called them and told them I had cancelled the agreement and never even used the services and they said the cancellation needed to be in writing. I wrote an email stating the cancellation and sent it to the person I had spoke to. Months later I heard from my owner theyd reached out to her for payment. We are both getting past due emails

  

  Business Response

  Date: 11/10/2023

  We have spoken with ****************, and we have come to an amicable resolution regarding her complaint.  Ms.******* issues have been escalated to leadership to review process and coach the team.

• Initial Complaint

  Date:10/17/2023

  Type:Customer Service Issues
  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.

  They have a terrible way of doing business, they lock you into a multi-year contract that automatically renews, and will not let you out of it, even when you talk to customer service and ask that they do not automatically renew.

  

  Business Response

  Date: 10/30/2023

  We have spoken with **************** and we have come to an amicable resolution regarding her complaint.  Ms. ******* issues have been escalated to leadership to review process and coach the team.

  Customer Answer

  Date: 10/31/2023

   
  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:10/11/2023

  Type:Service or Repair Issues
  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 facility has a monthly pick-up contract with Stericycle. They have not picked up for three months, even though we have paid the monthly bill. This has caused unsafe conditions at our facility, as the biohazard waste (including sharps) is overflowing. The prolonged period has also created a gross smell that is coming from the bin. Several bins of medication waste have also not been picked up. Stericycle told another employee that they were transferring our account to another business, which they didn't convey to me. When I called, customer service created a ticket, but did not resolve the problem. I asked customer service for a copy of our contract, which they couldn't supply. I asked to cancel our account, which they couldn't do. **************** stated an account rep would call me back in **** business days. I'm guessing they will call when I'm in a meeting. We would like a refund for the months we paid for and did not receive service.

  

  Business Response

  Date: 10/24/2023

  We have made several attempts to reach out to **************** but have not been able to get in contact with her. We will continue to reach out in order to resolve her issue. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20725319
  
  I am rejecting this response because: I have net been contacted by stericycle regarding our complaint. They can email me at ********************.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  We have been in contact with ************** and are continuing to work with her on a resolution.
  

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20725319
  
  I am rejecting this response because:

  I was first told we were under contract for 4 pick-*** a year. After asking for proof, I was sent a contract stating 6 pick*** a year. There was a three month gap where our biohazard was never picked up and created a safety hazard. I believe we are also supposed to have multiple bins to prevent overflow from happening. We only have one. We would like our service cancelled and containers (biohazard and pharm) picked up.

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/06/2023

  We have been in contact with ************** and are continuing to work with her on a resolution.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20725319
  
  I am rejecting this response because:
  

  Stericycle rep,
  
  
  
  This is the 7th notice I have given you of cancelling service. I would appreciate follow-through.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/10/2023

  We've communicated with ************** supplied details regarding her service and will proceed with the account per her instruction.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20725319
  
  I am rejecting this response because:

  My instructions are to cancel the the account without being charged extra fees because stericycle did not respond to our safety hazard in a timely manner. I am being told that we will be charged cancellation fees.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  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 picks up my Sharps container twice a year. They tried to pick it up on 9/29. We had to leave for a house call, but left door unlocked. They did not pick up because they needed a signature. I rescheduled the pickup for another day, and they never showed. This has happened 4 times. I've called every time and even confirmed the day before the last time they were supposed to pick up. I emailed customer service and received no response. I finally emailed ************************* on 9/27, who I had asked how to close my account when I sell my practice. He finally replied today and said he closed my account because he thought I closed. I forwarded to him his email he sent to me that stated I would need to send the sales contract and the date it was occurring for the sale and then the account would be closed. I have not done that yet so there is no reason a pickup should not have occurred. He then said to call customer service. I replied to him I have done that 4 times and nothing has been fixed. I asked him to please help, as I am getting desperate. I need this picked up asap as I will not be here any longer. I am paid in full at this business.

  

  Business Response

  Date: 10/03/2023

  We have worked with ****************** and have resolved her complaint. ********************** issue has been escalated to leadership to review the process and coach the team.

  Customer Answer

  Date: 10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************, Dvm

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  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.

  Billing ** for services that have not been done. Account has been closed since 2.2.2023.

  

  Business Response

  Date: 10/04/2023

  We have worked with ************** and have resolved her complaint.

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged for services not rendered. Also I have waited repeatedly, after they left messages that they were coming for a pickup. And they never showed up, again and again and again. They said even if they didn't honor the contract. They are still going to charge us. Stunning! I called them about this with the number they left and it always goes to voicemail. I have responded to an email. Weeks ago and have heard nothing.

  

  Business Response

  Date: 10/03/2023

  We have worked with ************** and have resolved her complaint. **************' issue has been escalated to leadership to review the process and coach the team.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  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.

  Customer # ********** Site # ********** ************************************ Site # ********** ***************************************** email sent: 8-23-2023 To whom it may concern;I have completed the sale of our two funeral home locations noted above as of July 26, 2023. The new owner ****** ******* Services, LLC. Does not wish to continue with the Stericycle ***** Services at either location.Please advise how to complete this transition.Thank you,**********************, President ***** response from Stericycle is attached with reference # ********.No further response or contact received. Unfortunately, I am trying to wrap up the end to a family business that began in **** with my great-grandfather. I would hope that we can come to some reasonable conclusion to finish and close this issue that is fair to all of us. I would greatly appreciate your cooperation in concluding my 42 year career in funeral service. I have been a loyal Stericycle customer for many years and I do not think the new owner or I should be held responsible for continuing service. Thank you, *******************

  

  Business Response

  Date: 10/05/2023

  We have worked with ************** and have resolved his complaint. ****************** issue has been escalated to leadership to review the process and coach the team.

  Customer Answer

  Date: 10/05/2023

   
  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.

  I sincerely appreciate the Stericycle company resolving this service cancellation issue in an equitable and reasonable manner for all concerned. I thank you for understanding that I have been a loyal Stericycle customer for many years and are willing cancel all medical waste removal services going forward with no further obligation for myself or **************** the new business owner.

  Sincerely,
  

  
  *******************

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  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.

  Stericycle has consistently failed to pick up my waste on scheduled dates. To provide a clear overview of the situation: The initial pickup was scheduled for 08/28/23, but no one arrived, and no notification was provided. Subsequently, I contacted Stericycle, and they rescheduled the pickup for 08/31/23, yet once again, there was no pickup and no communication. Following that, I reached out to Stericycle, and they rescheduled the pickup for 09/06/23, but regrettably, nobody arrived, and there was still no communication.Due to the consistent unprofessionalism and unreliability of Stericycle's service, I feel it is necessary to terminate the contract. The most recent successful pickup conducted by Stericycle was on 06/27/23. However, I have already paid the invoices for the months of July and August (07/31/23 and 08/31/23). Therefore, I called Stericycle on 09/11/23 to request contract termination and a refund for the payments made in July and August. During this call, I was told that someone from Stericycle would contact me within 48 hours to address the matter. However, I did not receive any communication from Stericycle within the promised timeframe. I subsequently reached out to Stericycle again on 09/13/23, and I was informed that an account specialist was handling my case and would contact me within one business day. Finally, on 09/14/23, I received a call from an account specialist at ********************** around 12:35 PM. Unfortunately, I missed the call but promptly returned it and left a message, requesting a callback. Regrettably, despite making two additional calls and leaving messages, I have not received any response from Stericycle. Furthermore, on 09/15/23, I contacted Stericycle once more, and the representative assured me that the account specialist would contact me on the same day. However, to date, there has been no further response from Stericycle.I'm seeking BBB's help to terminate my contract and obtain refunds for the unprovided services.

  

  Business Response

  Date: 09/20/2023

  We have worked with ************ and have resolved her complaint. ******************** issue has been escalated to leadership to review process and coach the team.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20620037
  
  I am rejecting this response because: I requested contract termination and refunds for services not provided. Stericycle's last successful pickup was on 06/27/23, but I had already paid for July and August. Despite this, I have not received a refund, and Stericycle continues to send invoices for September and October.
  
  Sincerely,
  
  *********

  

  Business Response

  Date: 10/03/2023

  We have worked with ************ and have resolved her complaint. ******************** issue has been escalated to leadership to review process and coach the team.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20620037
  
  I am rejecting this response because: Stericycle's last successful pickup was on 06/27/23, yet I paid for July and August, during which no services were provided, and they have not issued a refund.
  
  Sincerely,
  
  *********

  

  Business Response

  Date: 10/17/2023

  We have worked with ************ and have resolved her complaint. ******************** issue has been escalated to leadership to review process and coach the team.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20620037
  
  I am rejecting this response because: Stericycle initially promised a check refund, but instead,they credited my account. In their email, it's mentioned that this credit will remain on the account for future charges. However, considering the service agreement's termination, there should be no further charges for pickup services, making the credited refund essentially unusable.
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:08/11/2023

  Type:Order Issues
  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.

  Contacted the company about issue with agreement, agreement was suppose to be for 1 year, with $51 per pick up. Company came and picked up waste without notice and with a new contract. There was no tracking given to see where waste was placed. Discussed with company that I want to end the agreement since it was made by someone else and it goes against my initial ******************** stated that its for a five year contract and for $51 per month. Spoke with company that this isnt correct, and its been one month since the discovered error, discussed with company that I was willing to pay the fee for the first pickup due to an error in the initial agreement. Company goes around and around and stated that I must pay over $1000 to break an incorrect contract. I just want to pay for the pick up and move on from this predatory company.

  

  Business Response

  Date: 08/21/2023

  We have been in contact with ********** ******* and are continuing to work with him/her to resolve the issue.

  Customer Answer

  Date: 08/22/2023

  
  Complaint: 20458683
  
  I am rejecting this response because: company wants me to sign another contract that will keep me with them for four more years, I dont want to continue with company I want to pay for the one pickup and have no further contact with the company. I dont want to worry about advantageous auto renewal of contracts or issues that will keep me with the company for many years to come, instead I want to pay for the one service rendered and completely end contract due to an error in initial contract.
  
  Sincerely,
  
  ********** *******

  

  Business Response

  Date: 08/29/2023

  We have been in contact with ********** ******* and are continuing to work with him/her to resolve the issue.

  Customer Answer

  Date: 08/29/2023

  
  Complaint: 20458683
  
  I am rejecting this response because I havent received anyone reaching out about this specific issue, maybe to someone else in the business but not directly to me. Im not trying to sign a new contract I dont accept this as reaching out. 
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  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 small practice and told the rep in late June 2023 that I may need pick up every other month, she said that was fine, I would only be billed when I had a pick up. I received an email marked 'Urgent' in order to get me to sign by a certain day to hold my monthly quoted charges. I have just received the first bill and it's for 2 containers, I only received one box for pick up but have not requested a pick up as my small 5 quart sharp disposal is not full yet. Also apparently this contract signed July 7 is for 5 years which is outrageous, I won't even be in this office longer than 2 years per my lease. I have emailed Stericycle, emailed the rep, and left messages and have not heard back. I have read about the multiple complaints about this company including their predatory manner of conducting business and this ridiculous 5 year contract. What is most ***etting is I was specifically told by the rep that I won't be billed until I have a pick up and now I have been billed for 2 pick *** when I have not had any. I need to get out of this contract with no legal fees owed.

  

  Business Response

  Date: 08/14/2023

  We have made several attempts to contact Ms. ***********;and have not been able to connect. We will continue to reach to in order to address her issue. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20416389
  
  I am rejecting this response because:
  I've received an email that the case is closed because I haven't responded to the BBB. I have not spoken with anyone at Stericycle. I have continued to leave multiple voice messages and sent an email to 2 reps but have not had any type of response or resolution. Again, I'm in a 5 year contract and receiving bills when I have had no pick *** of my sharps. I would like this contract cancelled.  Thank you.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2023

  
  We have been in contact with **************** and are continuing to work with her to resolve the issue.