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
- 298 total complaints in the last 3 years.
- 52 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This vendor continues to send auto generated "friendly reminders" but will not answer my emails inquiring about the duplicated billing. I can't just pay this invoice without understanding. I have been requesting this information for months meanwhile they send my account to a collection company. I follow up with them regularly and have used every method of contact they provide to get this resolved.
Business Response
Date: 06/06/2023
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: 06/08/2023
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:05/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Trying to get their secure shred bin picked up since April 18, 2023 as of May 31, 2023 it has not been picked up. very poor customer service and all they tried to tell me is that it's resolved but it's not.Business Response
Date: 06/08/2023
We have been in contact with ************** and are continuing to work with her to resolve the issue.Initial Complaint
Date:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our pharmacy signed up for shredding services on a 5 year contract. From the beginning we were frequently misbilled. We paid all valid charges while disputing in writing via email and certified mail the errors. Then Shred-It stopped making regular pickups, violating their agreement. After multiple attempts to contact the company and resolve the issue, we were forced to begin service with another company. At various times Shred-It has sent ** to collections rather than answer our billing complaints, and has also agreed via email to cancel outstanding charges and close the account. However they failed to honor that agreement as well and are now sending bills and threatening collections again,Business Response
Date: 05/31/2023
We have worked with ******************** and have resolved his complaint. Mr. ***************;issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:05/18/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Recently I was contacted by A.R.M. *************** a collections agency collecting an alleged "debt" DEHeap ************ **** ("DEHEI") supposedly owes Shred-It, aka Stericycle. The issue: DEHEI does not owe Shred-It this money.When we contracted for services in 2021, Shred-It ********* was undergoing a systems "upgrade". As a result, pickups were not happening, and ***** was invoiced for installation of box when installation was supposed to have been free.***************************** of Shred-It Operations in ********* acknowledged that pickups did not take place as they should have, and that installation was not to have been charged. He processed $234.28 in credits. These credits showed up on statements that I rec'd, but the credits were not applied to our account in Shred-It system.I have repeatedly tried to resolve this issue, even to the point of writing directly to Stericycle CEO. All attempts have been ignored.Issue is exacerbated by the fact that Stericycle/Shred-It does not have anyone in accounting-finance handling collections. When I try to resolve, I am stuck with the same offshored "customer service" people who handle regular CS issues and know zero about accounting or A/R.Business Response
Date: 05/30/2023
We have been in contact with ************ and are continuing to work with her to resolve the issue.Initial Complaint
Date:05/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company will still not reply to any messages. I was charge for 5 months for one of my locations, even though the current owner of that location had the bins changed out. I did not realive it, as it was set up on auto-pay. The company then charged for two pick *** that I was told I would not be responsible for - one of which I was charged when they removed the bins, although they were totally empty. The other owner and myself have asked for documentaion showing the bin number removed from our Richmond location along with invoices showing the same bin numbers, and we have been ignored.Business Response
Date: 05/19/2023
We have made several attempts to reach out to ****************** but have not been able to get in contact with him. We will continue to reach out in order to resolve his issue.Initial Complaint
Date:05/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been using Shredit (Stericycle) at our ******** office since mid-2022. At some point last year they stopped applying our payments to the balance on our account. I have been trying to get this corrected since November of last year. To date they have applied $673.21. I have paid $1,492.75. I have provided cancelled checks and requested our account be updated. Nothing to date.Business Response
Date: 05/16/2023
We have been in contact with **************** and are continuing to reach out to help resolve her issue.Initial Complaint
Date:05/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stericycle **** ignoring emails and letter regarding disputed invoice for services that never occurred. I requested service date and details to further prove I do not owe the business money for services because they were never performed, however they are not responding. It has been more than 3 months since I disputed the charges but continue to receive collection notices. I also asked the collector to refer the matter back to creditor but that request has been ignored as well.Business Response
Date: 05/15/2023
We have been in contact with ******************** and have resolved her complaint.Initial Complaint
Date:05/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In February of 22, I contacted this company to shred one pallet of documents. I was quoted a price of $480. In March, I was ready to have the job done. When I received their docu-sign document on March 8, 2023, I questioned it because it had no total. I asked the representative I was working with, ***********************, what the total was that I was signing for. He told me that they could not give a total until after they provided the service because there could be additional pallets, but he sent me back the bill portion of the docu-sign and circled the amount in red. After seeing his email and confirming with him that I only had one pallet, I said, "So this visit will be a total charge of $480?" ****** confirmed, "If you only have one pallet, yes, the service fee is $480 which includes the first pallet. I then signed and returned the form.I later received a bill dated 4-18-23 for a total of $682.74. I contacted the company about the bill. They said, "We are pleased to let you know that your request, reference ********, for a credit or new invoice has been completed. Please note that new invoices will have been sent in a separate email communication, or may also be retrieved by logging onto our online customer portal at ****************************. I then received this email stating " We would like to inform you that we check your contract for purge service, on the contract the tax and surcharges are included, and your credit request for tax and surcharges on invoices number ********** has been denied. I don't see how this is possible as they had no total to make these calculations. I asked for a copy of the contract which I have yet to receive. They took my payment automatically on 4-28-2023 from a prior payment source that they said I had to submit before they could do the service. It was my understanding it would not be charged, and that I would receive a bill. I received the bill which they have taken the money for. What a setup!Business Response
Date: 05/11/2023
We have been in contact with ************ and have resolved her complaint.Customer Answer
Date: 05/15/2023
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. However, the response said I would receive a $****** credit back to my credit card. (see below) To date I have not received it. I do not want to close this complaint until I receive the credit.
Sincerely,
*******************Response from Stericycle....
Hi *****
You should have received the Credit Memo for the ******. but if not, it is also attached.
Cash Apps is now processing the refund back to your CC.
Thanks so much!
Kelly Norman
Escalations/Customer Solutions Consultant
************ | **************************************************
stericycle.com | shredit.com
From: ***** countyweldingsupply.com <**********************************>
Sent: Wednesday, May 10, 2023 2:30 PM
To: ************************ <************************************************>
Subject: RE: Billing concernsInitial Complaint
Date:04/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Shred it it/stericycle - residential pick up - one time Date of pickup -11/7/22 totes large # of 2 .5 Waiting for bill via mail - attendant/ worker stated I would be contacted pick-up Never rec contact. - just a credit to my **** that was required at the time of order Stericycle/shred- it. Doubled billed be - for a total of (***** which showed 6 a quantity - fro the # of totes used Contacted stericycle - 1/18/23 requesting a refund - was told it would be processed and take two billing cycles This did not occur. - have called Feb , march and April 2023 - each time told it was in process- have not received as of todays call 4/7/23 - was told by CS that a priority was put on the account CS#********** and todays ticket # ******** The amount of refund is $479.03 I am requesting the amount to be refunded in a much more timely fashion, immediately , and would like interest on the amount.Business Response
Date: 05/05/2023
We have made several attempts to reach out to Ms. **** but have not been able to get in contact with her. We researched the account and based off the information provided resolved the issues.Initial Complaint
Date:04/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My law firm, known in 2022 as *********************************, p.c., hired Shred-It to do a bulk purge of an office in **********, **. On the day of scheduled service, the company did not show up at the scheduled time, or at any time over the next 7 hours, despite multiple phone calls and confirmations by my sales rep that they were on the way. I did not reschedule with Shred-It and hired a different company to complete the purge. Shred-It then started billing me for $431.99. The invoice they provided had no valid invoice number (it was **********), and there has never been an explanation of charges. Multiple phone calls, letters and inquiries were sent to the company for clarification as to what work they thought they were billing for, with no response. They have continued to bill me, and now have sent the bill to a collections company.Business Response
Date: 05/02/2023
We have been in contact with ************** and have resolved her complaint.
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