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 has 132 locations, listed below.

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  Shred-It, a Stericycle Company

  2355 Waukegan Rd Bannockburn, IL 60015-1586

  
• 

  Shred-It, a Stericycle Company

  27194 Pine Cir. Harrisburg, SD 57032

• 

  Shred-It, a Stericycle Company

  PO Box 59505 Renton, WA 98058

• 

  Shred It

  3200 S 166th St New Berlin, WI 53151

• 

  Shred It

  4005 Felland Rd Ste 112 Madison, WI 53718

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:01/30/2024

  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.

  5 years ago i asked an office manager to find a shredding company for our small business. She engaged stericycle at the time and signed a contract with them. She was not authorized to sign contracts for the business and was under the understanding that she could cancel at any time. The representative from stericycle represented their policy that we can cancel an individual pickup at any time as if we could cancel the service at any time.When I went to cancel 2 years into the contract, i was informed that we could not cancel without significant fees - around $1000 or half of the remaining contract. They refused to cancel even though i expressed that my employee was misled. I expressed my intention and desire to cancel but was refused. I honored the contract for the 5 years as i honestly didn't have the band width to fight them. The 5 year term ended 10/28/23. I called to cancel last week (around 1/22/24) when they sent me a bill which reminded me it should be over. They referred me to further small print in their contract that stated the autorenewal and a 60 day window in which i had to contact them to avoid auto renewal. I had not been informed of this pending auto renewal in my previous contacts with them and received no notification of this before, during or after that window.I fell this company misled my employee with the initial contract and misled me during my attempts to cancel by not informing me of the 60 day window.I just want out, and they refuse (without a $2000 fee)

  

  Business Response

  Date: 02/08/2024

  We have reached out to ************** and have resolved his complaint.  Mr. ************;issue has been escalated to leadership to review process and coach the team.

• Initial Complaint

  Date:01/28/2024

  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.

  12/26/2023-Sent an email seeking details of shredding documents for one time not for a business but for a residential. 12/26/23- Received mutlie phone calls and an email from ******************* about setting up my account and an estimate. I replied to the email.12/27/2023- Faith replied to my email with the details of the projects and pricing. In the email she gave me a quote, which seemed fair. She said once I filled out the docusign and secure payment form, her operation team would reach out in 5-6 business days to confirm service date, which would roughly be 2 weeks. 12/29/2023- I had Faith send me the secure payment and docusign links and completed the process to have my private documents picked up from my location and shredded. I sent multiple emails to Faith and customer service trying to schedule a pick up. No contact until 1/8/24 when a driver called to say he was at my location. I was at work and I was completely blindsided. Call Faith and she said she would take care of the mistake. 1/12/24- Sent email to customer service. No response 1/17- Received e-mail from ************************* that my pick up had been scheduled for 1/22/24. No other communication and no confirmation from me that date would work for my schedule. 1/19 After several emails trying to reschedule pick up, I call customer service. Agent was rude but rescheduled my pick-up for 1/31/24. Confirmation # ********. Received e-mail with details of pick up. 1/26- Received invoice # ********** for $166.13. Items have not been picked up or shredded. Date of service on invoice- 1/22/24. 1/28/24 Have been trying to reach customer service with no response.

  

  Business Response

  Date: 02/09/2024

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

  Customer Answer

  Date: 02/09/2024

   
  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:01/21/2024

  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 July 2023, my bill with ********* was double paid. A check was sent and deposited by Stericycle and my credit card was charged. Since August 1, 2023 I have been attempting to obtain a refund from the double payment. At first I was told the refund would cone in one or two billing cycles. When that did not happen, I have been calling monthly and mist recently was told my refund would go back on my credit card within two weeks....that was over a month ago. Allegedly, my refund is on a supervisor's radar to "expedited" and that has been about three months ago now.When I ask to speak to a supervisor or billing account person the question us evaded with promises that my refund will be completed soon.I am at a loss as to what to do. I feel like they are stealing the $750.01 from me and this all feels so shady. Please help!Thank you,*************************

  

  Business Response

  Date: 01/26/2024

  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: 01/29/2024

   
  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:01/12/2024

  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.

  An invoice for services was mistakenly double paid and Shred-It will not refund the overpayment of $613.71. Multiple calls over several months have been made; Shred-it shows a credit of $613.71 on our account, but is "unable to process a refund check" for reasons that they will not disclose.

  

  Business Response

  Date: 01/18/2024

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

  Customer Answer

  Date: 01/18/2024

   
  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:01/11/2024

  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.

  To whom it may concern,I placed a contract with Stericycle on 9/15/23 for a one time service of personal information destruction. On 11/2/23 the amount for the one time service agreement was paid in full. The 1 large tote was picked up on 12/5/23. I also received a confirmation of destruction 12/5/23. I have now received a new invoice on 12/27/23. This is for a recurring service starting on 12/5/23 when Stericycle picked up the 1 large tote that completed the one time service agreement. I contacted Stericycle and told them I only had a one time service contract and it has been paid in full. They proceeded by giving me a credit to use on future invoices for this recurring account that does not exist. I contacted them again about not having a recurring service, only a one time service contract. They then charged me again for another monthly service. I now owe 2 months of service and overdue on a payment on a nonexistent contract. I never received an invoice for this new charge. Stericycle has now directly taken one of monthly charges out of my card that is my form of payment. I never enrolled in auto pay. I have now contacted Stericycle multiple times with no avail. I have reference emails to attest to this. This company is completely incompetent. If you can please help me get a refund and remove any invoices for a nonexistent service contract so my credit is not affected I would greatly appreciate it.

  

  Business Response

  Date: 01/23/2024

  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: 01/23/2024

   
  Complaint: 21134805
  
  I am rejecting this response because: I was supposed to receive my refund and Stericycle has not processed it for the refund to be completed and for me to have my funds back. 
  Stericycle has not closed the recurring account that they do not have a signed contract for and still has my card to automatically remove money monthly for this non existent recurring account and was never given authorization for auto pay. 
  They will continue to steal my money. 
  I have sent an email to revoke authorization for the auto pay use of my card. 
  I am now waiting to receive my refund still and to also receive a confirmation email that the authorization is revoked from my card attached to this non existent recurring account and that this account is closed per requested multiple times now. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/29/2024

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

  Customer Answer

  Date: 01/29/2024

   
  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:01/11/2024

  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.

  REFERENCE NO: ******** ACCOUNT: ********** Called Shred-it to schedule a residential pick-up. I spoke to *****************************. I explained to **************** i did not have 64 gallons of shredding. She told me to find others to increase the amount as the initiator I would still be responsible for payment. Right??When the driver came he told me he would see about having the cost reduced because I really did not have anything. So, I waited for an adjustment to be made. I called customer service and was told the driver should not have said anything to me because he did not have the authority.After resolving myself to $199 residential charge, I was charged $274.43 for less than one green trash bag. I reach out to ************************* on November 6, 2023. He contacted ***************************** and she agreed to give me a 15% discount making the charge $233.26, refunding $41.17 to me. On the same day he reached me and asked me if I would accept the discount which I did. The bill had not been charged at this time.On the schedule billing date I was charged the full amount of $274.43 and have been attempting to get my refund since that time. After multiple calls being told its the billing cycle and it would be referred to the Supervisor, ******. Each time I have called I have been told it's the billing cycle the last agent I spoke with before today was ****. On December 8, 2023 once again I was told i should receive the refund by mail in **** days. check would be mailed to me in **** days. I called on January 11, 2023 asked for a supervisor and was told he was not available but ***, the agent, said he would have him call me. It's still ******. Unfortunately, I have no faith in ******.

  

  Business Response

  Date: 01/23/2024

  We have reached out to ****************** and have resolved her complaint.  Ms. **************;issue has been escalated to leadership to review process and coach the team.

  Customer Answer

  Date: 01/23/2024

   
  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:01/05/2024

  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.

  I have tried to contact Shred it several times by email and by telephone. They keep emailing back stating our complaint is resolved but nobody has reached out to us. They are not picking up our secure shred documents and are not showing up on the days are supposed to and they are still charging me for it monthly. I have called to disconnect our service and I get put to a call center overseas who do not understand English and they will not put me through to a person in ************* that can help resolve my complaint. They just tell me they emailed them and have done nothing about it. I am soo frustrated with them. I have used this service for 5 years and expect better communication than this.

  

  Business Response

  Date: 01/18/2024

  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:01/03/2024

  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.

  Our business is moving locations and Shred-it advised that they arbitrarily extended our service for three more years (after roughly 5 years of service ) because, the terms and conditions give them that ability. I have read the terms and conditions and cannot find that anywhere. They are in turn requiring a $650 cancellation fee for early termination. I find this completely unethical and unorthodox. They are not returning calls to allow us to cancel, nor making it easy to even pay the termination fee. Ive reaf numerous complaints on this company, and many of the same that I have experienced. This company should be seriously reviewed.

  

  Business Response

  Date: 01/15/2024

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

• Initial Complaint

  Date:01/03/2024

  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 contacted Shred-It to come to my house. They picked up multiple baskets/ boxes of documents which filled 2 of their totes. Approximately one month later, they attempted to take $1,108.12 from my bank account multiple times with each one being denied. They finally succeeded when my account was $13 more than the bill. They charged me for 12 totes plus $392.73 in fuel, recycling and environmental surcharges. My quote was for $60.49/tote for an estimated 3 totes (they only used 2 totes) with a $150 minimum. The quote did mention surcharges, but it said they were per index table which was not provided. Not realizing they finally succeeded in getting my money, they sent me a collection notice asking me to contact them. My bill should have been $120.98 plus REASONABLE surge charges as agreed. Their facility is approximately 5 miles from my home and does not warrant a $150.85 fuel surcharge. I want my account credited for all but $120.98 plus no more than $50 in surcharges. That equals a REFUND of $937.14.

  

  Business Response

  Date: 01/15/2024

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

• Initial Complaint

  Date:12/27/2023

  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.

  This company has skipped multiple scheduled pick-up for medical documents needing to be shred. Most recently, a pick-up was scheduled for 12/20/23. The company no-showed for this pick-up. We contacted them the next day and were routed to a call center in ***** or *************** were the customer service rep assured us they contacted the "local" branch of Shred-It and our pick up would take place the next day. Reference # ********.They did not come to pick up the items on 12/22/23 and we received no correspondence from them regarding the second "no-show"We called again on 12/26/23 to once again figure out why they keep skipping our office. We were told that the original call center rep did not "push through" the first request properly, so they were going to request a pick-up for today (12/27). Reference # ********. We also emailed the email on our contract customer-************************************ to report all of these occurrences. Today (12/27) we have yet to have them come to pick up any materials to be shred and we have called three different numbers and spoken with multiple people only to find that they supposedly don't have a phone number to our local Shred-It and can only communicate electronically, which obviously has done absolutely no good to this point.Today, I paid someone to move the boxes of shred materials from our lobby into our kitchen.

  

  Business Response

  Date: 01/08/2024

  We have reached out to ****************** and have resolved her complaint.  Ms. *********************;issue has been escalated to leadership to review process and coach the team.