Business Profile

Document Shredding

Shred-It, a Stericycle Company

Headquarters

Complaints

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

Customer Complaints Summary

220 total complaints in the last 3 years.
35 complaints closed in the last 12 months.

If you've experienced an issue

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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:10/17/2023
Type:Order 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.
Original contract date (1 year) 01/06/2017 01/06/2021 - Contract sign date with 60 months in fine print Paid $100/ Month Found a new shred company for half the price and BETTER SERVICE $52.00/ month triple the size container. Called to cancel and *********************, ************************************** said that I was locked in for 60 MONTHS! Defrauded by Latina ***** a member of Shred-it. Said it was a year over the phone but sent the Docusign agreement with 60 months in fine print. As a business owner that signs 100's of these I have NEVER had this happen. This was intentional on the part of Shred-It as I would NEVER agree to a 60 month contract. Agreement attached.
Business Response
Date: 10/30/2023
We have been in contact with **************** and are continuing to work with him on a resolution.
Customer Answer
Date: 10/30/2023

Complaint: 20742830

We are rejecting this response because:
Continuity of this complaint is irrelevant. We were being charged 2X the amount for 1/4 the volume of shredding material for years! Current shred company we are dealing with has NO CONTRACT, is HALF THE ****** AND 4 TIMES the volume. We no longer want service from Shred-It and I will never want service from a company that swindled us in the fine print on the contract 2 years ago. I had no idea that I had signed up for 60 months!!! Thought it was the same contract I signed in 2017 (1 year). Shred-It did say that they will match my current shedding vendor. However, Shred-It has lost my trust and I simply do not believe them. The company may match for a few months then jack up my prices or the volume of Shred will remain the same. There is much more room for Shred-It to ******* if we stay with them. Trust has been compromised.
What works for us is CANCELLING our contract completely. Shred-it does not deserve $55.00/Month for the remainder of our swindled, fine print contract, which would expire in **** and totals almost $1,500. Shred-It wants to be compensated for doing NOTHING. I will never do business with this company again.
Sincerely,

***************************
Business Response
Date: 11/01/2023
We have continued worked with **************** and have resolved his complaint.
Customer Answer
Date: 11/02/2023

Better Business Bureau:
Email received from Shred-it on October 30, stating that they are not going to charge early termination fees. Here is the body of the email:
Good morning *******,

I wanted to follow up with you. A Sales representative was supposed to reach out to you to advise that the early termination fee for cancellation was waived and that your account will be cancelled. Can you confirm that you have spoken to someone regarding this and that you agree to the cancellation with no fees.

******* C
Customer Solutions Consultant
************ | ***********************************************************************

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:10/03/2023
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.
Will not let me cancel the contract that was up in April of 2023 that they auto renewed. I tried to cancel in 2020 and 2021 and they stated the contract would not be extended and auto renewed anyway.
Business Response
Date: 10/04/2023
Hello BBB,

Please re-assign the above case to Stericycle's business unit Shred It.

If you have any questions, please let me know.

Thank You,

*********************
Customer Solutions Consultant

O ************ | *****************************************

stericycle.com | shredit.com
____________________________________

Business Response
Date: 10/17/2023
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: 10/17/2023

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:10/02/2023
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.
Uploaded a synopsis of the issues
Business Response
Date: 10/13/2023
We have been in contact with ************ and are continuing to work with her on a resolution.
Customer Answer
Date: 10/13/2023

Complaint: 20686464

I am rejecting this response because: Shred-It has not completed what was agreed to. They only recently processed the cancellation order for one office and supposedly scheduled the removal of the console bins for 10/12/23 but their drivers failed to make the pick-up. After all the bins have been removed and no future charges are assessed to us, I will mark the complaint resolved.

Sincerely,

*********************
Business Response
Date: 10/24/2023
We have continued to work with ************ and have resolved her complaint. Final removal is scheduled for today, Tuesday October 24th.
Customer Answer
Date: 10/24/2023

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 very much appreciate BBB's assistance on this matter as I had been emailing and calling them over many, many months to get this resolved, to no avail. As soon as they learned of my BBB complaint, they emailed me (next day), apologized, and started working to schedule removal of their shred bins and write off of any outstanding balance. ********* behind the BBB to move the needle is impressive.

Sincerely,

*********************
Initial Complaint
Date:09/20/2023
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.
8/29 email sent Company which was never responded to till this day. I was requesting them to provide a pickup date of my documents. No response after 8/29 email then 9/20/2023 they email me a invoice charged of $195.00 for picking up the documents stating it was on 8/29. They never came to my home or picked up any documents. That was the same day I sent email request asking when they would be scheduling a pick update. We not only have cameras but we have someone home at all times. No one came to the home. The documents weren't even at the home yet since they never gave me a pick up date. Called made the complaint that I should not be charged for service that never occurred they said they would try and find out called me back and still claimed they came and got the documents. ******************************* salesman's phone number provided is not in service and as soon as I filled out DocuSign's he also never responded to my emails on when they would be coming. Complete Fraud! I cannot pay for something that never happened and they continue to claim they came to my home yet have no signature of documents picked up or receipts qty etc. This is complete fraudulent charges. They continue to email me and state they have photos etc but will not provide.
Business Response
Date: 09/22/2023
We have worked with ****************** and have resolved her complaint. Ms. **************;issue has been escalated to leadership to review the process and coach the team.
Customer Answer
Date: 09/22/2023

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:09/20/2023
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.
Their salesman *************************** put me in a 5 year contract, with a termination fee when I specifically asked if he was putting me in a contract or can I cancel at anytime. He replied I could cancel anytime. I took that as I was not in a contract due to he deceived me into believing I was not by the email. He also tricked me into taking a large box to start with and told me I could down grade to the smaller box if I felt the larger box was to big. Per the company, I can but not at the *********************** told me. Had I went with the small box to begin with it would have been $35 but if I change now, it would be $66. He also told me to go with a 4 week delivery due to having alot to shred at first and then he would change to a every other month delivery but I could extend it out as far as I needed since I told *** that I was a 3 person office and really didnt need an every month pickup. Per customer service, 8 weeks is the farthest I could extend. *** also told me that price would be $74 per pickup, however, the company tacts on other fees that were not disclosed in a way clients could understand. They just add there is a fuel surcharge based on index table.. I specifically recall telling *** that probably a pick up 4 times a year would be practical and $300 a year didnt seem to bad especially if I could cancel at anytime. This company uses deceitful practices to do business and fails to inform you of everything. I have tried to contact ****** and he refuses to call or email me back.
Business Response
Date: 09/29/2023
We worked with ****************** and have resolved her complaint. Ms. ********* issue has been escalated to leadership to review process and coach the team.
Initial Complaint
Date:09/13/2023
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.
Original contract signed in 2018 by previous GM and other location. Tried to make some changed to reduce monthly bill however bill increased by 2 times. They are unwilling to provide a reason for why the bill increase that much and will not cancel the contract. We have had nothing but issues with them since I have been will the company almost 2 years.
Business Response
Date: 09/25/2023
We have been in contact with ********************** and are continuing to work with her on a resolution.
Business Response
Date: 10/04/2023
Hello BBB,

This complaint is for Stericycle Medical Waste not Shred, please move to the correct account.

Christie Rank
Senior Manager Customer Resolutions
O ************   |  ****************************************
2355 *********** |   ***********, ** 60015
stericycle.com   |   shredit.com
Business Response
Date: 10/13/2023
Hello BBB,

Please re-assign the above case to Stericycle's business unit Shred It. This has somehow shown up on the Stericycle Medical Waste and was completed on the Shred-it business unit. Posted 10/4 We have been in contact with ********************** and are continuing to work with her on a resolution.

If you have any questions, please let me know.

Thank You,

*********************
Customer Solutions Consultant

O ************   |  *****************************************

stericycle.com   |   shredit.com
____________________________________

Business Response
Date: 10/13/2023
We have been in contact with ********************** and are continuing to work with her on a resolution.
Initial Complaint
Date:09/13/2023
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.
Paid for a 1 time pickup service. The shred bin was left at my *********** to fill for a future pick-up at a later time (by the driver). He told me to fill it and contact my sales consultant to have it pick-up at a later time for my 1 time pick-up service that I PAID IN FULL for at that time. When I tried contacting my sales associate (he was no longer working with the company) and suggested that I contact the corporate office. I did so and requested a pick-up for the services already PAID for. Eventually the company made the pick-up and the service was complete. However, I have been recently receiving bills indicating a balance due for services that I did not request and/or double billed for. The 1 time pick-up service that I requested was PAID IN FULL and services have been completed. No other requests were made after this pick-up.
Business Response
Date: 09/25/2023
We have made several attempts to reach out to ******************** but have not been able to get in contact with her. We will continue to try and reach out.
Customer Answer
Date: 09/27/2023

Complaint: 20596888

I am rejecting this response because: The company has not attempted to reach me as they claim. The company has my email, phone number, & mailing address. I have not received Voice Messages, Email, or any other method of contact stated since I first made a formal complaint with the BBB.

Sincerely,

***************************
Business Response
Date: 10/04/2023
We have worked with ****************** on behalf of ******************** and have resolved this complaint.
Customer Answer
Date: 10/06/2023

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:09/07/2023
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.
Our business, ***************************** has a contract with Shred-it/Stericycle to pick up and destroy confidential documents every 8 weeks. They are supposed to notify us via email of the planned pick-up date. On August 8, 2023, they arrived for pick-up without any advanced notification on a day that our office is closed, but they went ahead and billed us for $104.00. I filed a billing dispute with their **************************** The reference # is ********. They declined my request and sent me the following e-mail on August 22: "Your credit request was denied by the operations because your hours of operation were 10 a.m. -8 p.m. and the operations stated that they arrived during your operations hours, and this was a missed attempt. If you knew that you would be closed, you need to contact the customer experience or use the portal to cancel your service."I replied: "You are incorrect. On the portal, it clearly states that our office is closed on Tuesdays. August 8th was a Tuesday." I attached a screen shot from their customer service portal of our office hours, which clearly states we are closed on Tuesdays.I have not heard back from Shred-it in over 2 weeks, and the invoice remains on our account.
Business Response
Date: 09/12/2023
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: 09/12/2023

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:08/31/2023
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.
We ended service with Shred-it September of 2022. On the final invoice they charged for service on the date they remove the console. We were then using another company, and I ensured the Shred-it console was empty. I emailed customer service and received a reply that a refund of $73.20 would be issued. Since February of this year, I have emailed their customer service over five times because we have not received the refund. I received a response to only one of those emails - it stated there was an unpaid invoice (#**********-the final invoice) on the account which is why the refund was not issued. I replied back that the invoice actually was paid; I received no response. I have also spoken to customer service rep ******* on May 10th and she told me the refund would be sent. I then spoke with customer service rep ****** on July 26th and she told me that accounting is still working on the refund it needs final approval. I feel like my attempts to resolve this are futile, and frankly, its ridiculous.
Business Response
Date: 09/08/2023
We have been in contact with ****************** and are continuing to work with her on a resolution.
Customer Answer
Date: 09/20/2023
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. My complaint was automatically closed a couple days ago, but I wanted to report/update that we finally received our refund today, so all is well now.

Thank you!

Sincerely,

***********************;
Initial Complaint
Date:08/31/2023
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.
I signed up for ********* services with a local sales consultant working for this company on 6/9/23. They were supposed to come every 80 days to replace our bin. Nobody contacted me to get this set up. When I contacted the same sales consultant (*********************), he never replied to my emails or calls. I finally was able to schedule a pick up. The worker showed up to replace the bin but never called to tell me they were here, so I had no way of knowing and missed the window of arrival (which was never told to me). When I called in, they told me it would be "rescheduled for a time convenient for the company". I asked for them to meet their contractual agreement of 80 days, and they refused. I also was charged a $75 late fee for a bill that I never received. They said when the driver can't access the bin, they charge the fee anyways, but I am not going to leave my practice doors unlocked and they can let me know that they have shown up by simply calling me.
Business Response
Date: 09/12/2023
We have been in contact with ******************** and are continuing to work with her on a resolution.
Customer Answer
Date: 09/12/2023

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.

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

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Shred-It, a Stericycle Company is BBB Accredited.