Complaints

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

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  Shred-It, a Stericycle Company

  2355 Waukegan Rd Bannockburn, IL 60015-1586

  
• 

  Shred-it

  7705 Northshore Pl North Little Rock, AR 72118-5301

• 

  Shred-It

  4129 Commercial Center Dr Austin, TX 78744

• 

  Shred-It

  5159 Commercial Cir Ste A Concord, CA 94520

• 

  Shred It

  9087 Westphal Ln Neenah, WI 54956

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:02/23/2024

  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.

  In November 2023, 8 Shred-it bins were delivered and subsequently picked-up from our facility. Shred-it invoiced us incorrectly, twice, and the second invoice was for 28 bins. I called **************** to correct both invoices, and then Shred-it drafted our account anyway for the wrong amounts. The total invoice should have been for $907.54, but Shred-it drafted our account on 10/30/23 for $230.30 and again on 11/27/23 for $2,606.29. This means that Shred-it owes us a refund of $1,929.05. I have called and emailed **************** numerous times regarding said refund. I learned that it could take up to 2 billing cycles (8 weeks) to receive the refund, and that we should get it on or before 1/30/24. However, it has been 12 weeks, and no refund has been processed. I was also told that Shred-it's accounting **** was responsible for processing the refund, but **************** would not provide any contact info. **************** did validate that the refund due of $1,929.05 is correct. Shred-it royally botched up these transactions and it is their responsibility to process a refund in a timely manner. The lack of attention to this matter is frankly irresponsible and unprofessional, and it also demonstrates a lack of customer care and sense of urgency. Today I called **************** again, sent an email and also sent a letter requesting immediate processing.

  

  Business Response

  Date: 03/01/2024

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

  Customer Answer

  Date: 03/01/2024

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:02/19/2024

  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.

  Since last year starting in March (when we purchased a practice) I have been trying to combine their account with ours. In August I signed an updated agreement with *************************. Since then I have sent several emails and several phone calls. I have repeatedly asked for a manager to call me directly. To this day our account is still messed up and we are not getting service unless we call which turns into a huge mess. I give them the site number off the invoice and they can't locate the account. Today I even got asked "are you sure that is the right address?" After the rep had just read off the entire address to me. She then puts me on hold comes back on and says your new number is.......which was the exact number I had given her to begin with. At this point I just want our account closed and I will find another service provider for our seven locations. Between your customer service department and your billing I am done.

  

  Business Response

  Date: 03/01/2024

  We have reached out to ************** and have resolved her complaint. The last of her removals is scheduled for today, Friday, March 1st. ****************** issue have been escalated to leadership to review process and coach the team.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21313455
  
  I am rejecting this response because: Containers still have not been removed from all locations as of 3/4/2024.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/12/2024

  We have continued worked with ************** and have resolved this complaint.

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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 was quoted a service of $530 total with all extra charges waived. I was quoted this over email with multiple confirmation emails. Upon invoice, I was charged $840 total. When contacting the business to dispute it, they kept hanging up on us and would not help us or answer any questions. Not to mention, the service received was not the service promised. We were promised on site shredding with a certificate of destruction. They did off site shredding and did not provide a certificate. We were also promised that the service provider would be able to go upstairs and they refused when they arrived. We had to move the boxes ourselves.

  

  Business Response

  Date: 02/28/2024

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

• Initial Complaint

  Date:02/15/2024

  Type:Product 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.

  I contacted Shred-it to preform a shredding job. ******************************* was my contact, the phone number I used to communicate with ****** through the process was ************** and ******'s email at the time was: ******************************************** I had a few conversations and emails exchanges with ******************************* before the job was completed. On July 18, 2023 I contacted ******************************* through EMAIL to double check and understand 100% how much the shredding job was going to cost. ****** stated through an Email that the total price of the job would be $387.58. They did the job, and I had authorized a credit card charge for the total we had agreed upon through the last email. Instead of billing $387.58, they billed our credit card $896.97 (Chase credit card statement for 9/2023). I called ******************************* as soon as I received my statement, and he did not answer the phone or returned my emails or call messages. ****** is (or was) an inside sales representative for Shred-it. I called on 8/21/2023 and they said that they would EXPEDITE the refund, since then, I have called a few times. They acknowledge the issue and they keep repeating the same story: "the check is going to be expedited and will be in the mail soon". The reference case number is: ********. I explained to them when I called on 1/17/2024 that it would be my las attempt for them to refund the money, I also told the representative that if I didn't receive the refund check in a timely manner, I would contact the BBB and place a complain. As of today, 2/15/2024, the refund has not been received.It has been a waste of time for me to keep calling and dealing with this. It is lack of integrity and basically them getting away with it. I figure that perhaps many people do not follow through and they simply get away with it. Shred-it phone number ************.I appreciate if you can look into this issue. ************************* *************************, MD ************ ****** (Office Manager)

  

  Business Response

  Date: 02/20/2024

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

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21297777
  
  I am rejecting this response because:

  Shred-it as NOT given a refund yet.  They have been ESCALATING this problem to higher management since my very first call to them without results.  Also, they have not been in contact with me, I have created all the contacting (several phone calls) for them to correct the overcharge and to request the refund.  They have been incapable to resolve the problem, the escalated higher management has done nothing for months.

  Shred-it ignoring this issue is unacceptable and the fact that they have not done anything about this refund to this day is even more unacceptable.  

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

• Initial Complaint

  Date:02/12/2024

  Type:Product 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.

  In August of 2023, Shred-it came and shredded documents for our company. The year before they sent a bill and we paid by check. This year we had to provide a credit/debit card when setting up the service. They charged our debit card and also sent a bill in which we paid not realizing they had charged the card. After realizing we double paid, we contacted them for a refund. We keep getting a run-around saying they will be putting the money back on the card but never do. We were initially told it would take 1-2 months to process but it has now been 5 months and no refund. When we call they say their supervisor is not in yet or in a meeting. We are not sure what else to do to get our money back.

  

  Business Response

  Date: 02/14/2024

  We have been in contact with **************** and have resolved her complaint.

  Customer Answer

  Date: 02/14/2024

   
  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:02/08/2024

  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.

  Since April of 2023 I had been trying to get resolution to small charges to our business account. I filed 4 inquiries and each one was closed out by Shred-It without resolution.We decided to end the contract with the company and had them pick up the shred box. We were charged $50.47 for the pick up. I feel that since they were unable to rectify my inquiries from a year ago the removal fee should be reversed or reduced in good faith.I sent another inquiry on 2/7/24 requesting the waiver and they just told me a flat out "no." No negotiation, no acknowledgement of the charging issue that forced our company to terminate the contract.

  

  Business Response

  Date: 02/09/2024

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

• Initial Complaint

  Date:02/05/2024

  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 contacted Shred-It/Stericycle after my father died to have bins placed at his house to shred financial documents from his and my mother's business. **** responded to my inquiry and **** up the contract and pricing. The total for dropping off, picking up, and shredding 6, 96-gallon bins was $521.40. One-time charge, no additional costs. I paid this on December 22nd when the bins were dropped off at my parent's house in Apple Valley. I coordinated a pick-up with **** for 1/4/24. My husband and I made a special trip down south from ******************* to fill the bings before the 4th. The bins were not picked up. I contacted **** about this and she rescheduled for 1/22/24. The bins were picked up on 1/11/24 and I was charged another $521.40. I contacted **** and customer service and billing and received a credit invoice but not a refund. Then on 2/5/24, I was charged another $218.90. I contacted billing at the request of **** and billing did not know why I was charged. I asked for a supervisor. **** put me on hold for 20 min and then came back and transferred me to nowhere and the call was disconnected. I called back and then another credit invoice was issued for $218.90. I asked how I would receive the funds as I don't have a regular ongoing account. They said I should call back when the 2nd refund request was issued and ask for a one-time refund. In total, I am out $740.30 and 3 additional hours going back and forth with these people. I would like my refund of $740.30 and to never do business with Shred-it in any capacity again. If this company wanted to have repeat business they would issue me an additional refund of $52.40 for my hassle and hardship taking additional money out of my account has caused.

  

  Business Response

  Date: 02/14/2024

  We have been in contact with ************** and have resolved her complaint.

• Initial Complaint

  Date:01/30/2024

  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.

  We currently receive services from Shred / Stericycle for four of our five locations. I have our accounts set up for automatic payment withdrawals. When we reconciled our bank statement for the 3rd quarter of 2023 we noticed a payment withdrawn for $4,199.55 on 9/11/2023, Stericycle was contacted , a dispute filed with the bank regarding Stericycle, however the charges continued each month : 11/13/2023 $4,199.55, 12/14/2023 $4,199.55, 1/12/2024$4,199.55 , 1/29/2024 $4,199.55totaling at this point , $20,997.75.Upon investigation with Shred It , they had documented that we did a purge, which we did not, however ********************** Group did the purge and *******/Stericycle charged the wrong account. In November ********************* , the person through ************** began calling to notify them that they had debited the wrong account, to attempt to get this issue resolved however after numerous attempts neither of us are successful in getting this resolved.

  

  Business Response

  Date: 02/12/2024

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

• Initial Complaint

  Date:01/30/2024

  Type:Billing 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.

  I contacted ********* to shred some papers on the phone and in all correspondence, we agreed on $125.00. I was told by ******* it would ALL be done for $125.00 total. which I agreed to. i had to pay $125.00 by credit card before they would pick up the papers. then I received a email bill for $245.00 with no acknowledgment to my $125.00 initial payment. . $180.00 for the service then the rest for surcharges. No sur charges were mentioned at any time in my conversations with *******. The ONLY figures ever mentioned was the $125.00. Had I been informed of these extra charges I would have never had agreed to use their service!!r

  

  Business Response

  Date: 02/09/2024

  We have been in contact with **************** and we are continuing to work with him, resolution is pending receipt and application of payment mailed in.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21219761
  
  I am rejecting this response at this time because: I am waiting for verification. That my account is now paid in full. i requested a detailed paper invoice by mail. but was told they could. Not send me one. I had to go and download the invoice which still showed the full amount and then send my payment of the agreed to $125.00 Mail.  I am waiting for documentation that my check was received. and my account is paid in full!!  then I will consider ti closed. Thank  you
  
  Sincerely,
  
  ****** "*****" ******

  

  Business Response

  Date: 02/13/2024

  We have continued worked with **************** and have resolved this complaint.

  Customer Answer

  Date: 02/13/2024

   
  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. I accept the response as we have reached an agreement and they have shown my account as paid in full. ,
  
  Sincerely,
  
  ****** "*****" ******

• Initial Complaint

  Date:01/30/2024

  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.

  In early December 2023 we asked that four containers be dropped off for two weeks at our 600 Meadowlands location. never came back to pick them up I called to find out when we were on the pick up schedule in early January. representatives could not tell me when but they said I would be receiving a call to schedule the date. That never happened. No one ever called. So I called again on 01/18/2024 ticket number ******** and clearly explained our office was moving. The containers needed to be picked up ASAP.Again no one ever came and no one called to give me a date and time for pick up.So I called again on 01/22/2024 ticket number ******** and clearly explained our office was moving. The containers needed to be picked up ASAP but no later than Friday 1/26/2024.That never happened So I called again on 01/25/2024 asked for a supervisor they transferred me to Customer Experience to create an internal ticket. I was on hold for 27 minutes never spoke to any representative after I was transferred. Friday came and went no one came to pick up the containers. So I called again on 01/29/2024. Now I am really ****** off. I have made multiple calls just to try and schedule a pick up!!!!! The *** added my aggravated comments to ticket number ******** and again I clearly explained our office was moving and if these containers are not out of here they are going to charge us an additional months rent. I requested the phone number to the Branch and was told they cant give that to me they only have official codes to contact the branch. I asked for a supervisor and was told no supervisor is available. I held the line multiple times while the representative tried to get in touch with the branch.I need a CSR to contact me now so we can schedule the pick up of these containers Today 01/30/2024. ******************** - ***************************

  

  Business Response

  Date: 02/01/2024

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

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21219738
  
  I am rejecting this response because:

  Outstanding invoice needs to be discounted or cancelled altogether. We spent 45 days and numerus phone calls and wasted time on this. By result of this wasted time employees had to work overtime to complete their daily tasks. I have attached the invoice.  Please get back to me with a solution. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/06/2024

  We have continued worked with ************** and have provided her a resolution to her complaint.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21219738
  
  Shred it has not resolved this complaint.  My request is simple - Please send revised invoice with Discount to resolve this complaint. When this discounted invoice is received I will withdrawal the complaint.   
  
  Sincerely,
  
  ***************************