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: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.
Shred-It removed funds, via an unauthorized ACH, from our account in February 2023. I have been in contact with them beginning in February when the incident happened. I have been told repeatedly that they will return the funds but it's been two months and the funds have not been returned. This is gross negligence, theft, and fraudulent behavior.
Business Response
Date: 05/02/2023
We have been in contact with ********************** and are continuing to work with her to resolve the issue.Initial Complaint
Date:04/20/2023
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.
I submitted a payment with the remittance stubs for 10 accounts & it was received and cashed 12-21-22. They did not apply the payment to the accounts & instead made a new invoice(with the check # submitted) & applied the whole payment to 1 acct. I have called numerous times, sent multiple emails, & tried contacting our rep(I get no response) to get this corrected. Each time I am told that it is in process & they are working hard to get it corrected & it takes time. In spite of contacting them, we are receiving multiple emails & calls daily threatening to send us to collections for something that has already been paid. I am copying and pasting a email I have sent multiple times to them that describes the situation, latest Case # ********. Here it is:The entire payment was applied to one account ***************************** entered it created an invoice number for it which is the same as the check number *****. We are a school district & have multiple accounts. The payment should have been applied to these 10 invoices. Each one of these remittances were included with payment. (Starts with **** #, Invoice #, **************** ********** $25.50;3000201851 ********** $25.50;3000202377 ********** $51.00;3000202382 ********** $12.75;3000202564 ********** $25.50;3000202589 ********** $25.50;3000203405 ********** $25.50;3000203538 ********** $38.25;3000204394 ********** $25.50;3000204430 ********** $25.50;Total payment: $280.50 check number *****Business Response
Date: 04/25/2023
We have worked with ****************** and have resolved her complaint. Ms. **************;issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/26/2023
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:04/20/2023
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.
Beginning August 5, 2022 I began having issues with billing. Despite being on auto pay, they were not debiting my credit card and kept sending me to their collections. The issue began when my card on file had expired and I updated the card. Each month, same thing, had to reinput the new card and manually pay. After many months of this cycle, speaking countless times to customer relations, in February by phone I requested my service be canceled. For 3 consecutive months, I still get billed, my service has not been canceled despite being "escalated" 4 times. Today, I received yet another bill. When I called in again, the rep acknowledged my multiple requests to cancel by phone and email and stated that my account was still active and there were no attempts by anyone at Stericycle to cancel. I am requesting all Invoices from March and April be refunded, equipment picked up and my service canceled with no further contact from them.Business Response
Date: 04/27/2023
We have worked with ******************** and have resolved his complaint. ************************ issue has been escalated to leadership to review process and coach the team.Initial Complaint
Date:04/19/2023
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.
Stericycle has billed one of our locations twice for the same service. The account was supposed to be merged with our master account to simplify billing. In spite of repeated efforts to resolve this with their customer service department, the problem persists and the company has sent our account to collections. This problem was persisted since October 2022.Business Response
Date: 04/20/2023
We have been in contact with ************ and have resolved his complaint.Customer Answer
Date: 04/21/2023
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:04/13/2023
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 ended our service with Shred-it and when I called and ended our service, they called back and said the drier would pick up the shred and the consoles today. He picked up the shred, but told me we would have to dispose of the councils. It's going to cost us time, labor, and money to haul these to a landfill. I tried to talk the driver into taking them but he refused.I called the company and after waiting for a call back, they said they would not pick up the consoles "because they are 330 miles away". The guy was right in my office, and they come thru town every 8 weeks.They should do what they say they are going to do.Business Response
Date: 04/20/2023
We have been in contact with ******************, his location is over three hours away and we are only in the area every 8 weeks. The onsite servicing truck does not have the capacity to remove all the containers onsite in one trip. We offered several solutions to his issue, he has not accepted any of them.Customer Answer
Date: 04/21/2023
Complaint: 19932635
I am rejecting this response because: Their offer was to pick up two of 4 consoles on May 11th and then pick up the remaining two consoles on June 8th. I would have to find a place to store these consoles for nearly two months after they said they would pick them up, on the date of the final shred service. We have new consoles in place from a different vendor. I just think if the business next door signs up for service, they find a way to deliver the consoles, but in our case when we have severed our business ties, they don't try very hard. They should honor their promise to pick up the consoles in a reasonable time. I don't think two months is reasonable.If we are too far out to provide service to, they shouldn't be doing business out here.
Sincerely,
*********************Business Response
Date: 04/24/2023
******************** was advised the truck that services his area is on onsite shredding truck. The storage compartment on the truck does not have the space to hold all the containers he has onsite in one trip. The area is serviced on and every 8-week frequency due to the distance from the operations facility.Customer Answer
Date: 04/24/2023
Complaint: 19932635
I am rejecting this response because:Sitting on these consoles for two months is unreasonable. I'd be interested in the several offers they have offered because the other offer was to do nothing....repeatedly over and over....nothing. To say they have made several offers is simply untrue.
Shred-it will go out of their way to drop off a box that will generate revenue. The second the contract is cancelled they drop all services, including picking up their boxes in a timely manner. I offer: they issue a credit equal to their last shred charge.....it takes the guy 15 minutes to pick up our shred.....they would be out 15 minutes of staff time....no extra mileage because they were in town anyways. Well less than it's going to cost us to haul these consoles to the landfill.
Do you accept that offer?
Sincerely,
*********************Initial Complaint
Date:04/13/2023
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.
Account # ********** We discontinued service and returned the bin to Stericycle's Shred-It division. We were charged for pickup on the bin and Shred-It charged our credit card and then issued a credit for the charge. The credit has been on our account since October 2022. My accountant has contacted this business a minimum of every two weeks since November. She is repeatedly told the issue is being escalated and they will call her. She never gets a call. I just called and spoke with them and was given the same answer. 5 months is a ridiculous amount of time to wait.Thank you for whatever help you can provide.Business Response
Date: 04/18/2023
We have worked with Ms. ***** and have resolved her complaint. Ms. ******* issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/23/2023
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,
**** BlockInitial Complaint
Date:04/12/2023
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.
I arranged for document destruction by Shred-it and this occurred on 2/16/23. My acct # is **********. My **** **** was charged twice for the same service in the amount of $395.46 each time. I called Stericycle 5 times (3/20, 3/24, 3/30, 4/7 and 4/11/23) to ask that the second charge be refunded as a credit to my **** ****. Each time I was told that it would be handled and I received emails saying it was resolved but I have received no credit. On 3/24 I was told that my request would receive expedited review and would be resolved within 2 weeks. The most recent ticket number is ********.Business Response
Date: 04/19/2023
We have worked with ******************** and have resolved her complaint. Ms. ***************;issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/24/2023
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.
Sincerely,
***********************Initial Complaint
Date:04/11/2023
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.
I fulfilled a two year contract with Shred-it in March 2023 and when I tried to cancel services on their website I could not find any place to cancel. I called their customer service number and after a long hold I spoke with a representative. She told me I needed to speak to a different department and put me on hold to transfer me. I was on hold for over 15 minutes when I was hung up on. I waited for them to call me back since I had just given the representative my phone number but after 5 minutes I called them back. I tried a different selection on their IVR menu and spoke with a different representative. I told her I was cancelling my service and she took down all my information and told me that someone would call me to speak to me about cancelling service. On April 11th I received a phone call from a Shred-it "retention specialist" by the name of ********************* with a case#**********. This representative told me that my agreement was automatically renewed last month and if I wanted to terminate the agreement I needed to give them 60 days notice. He included a copy of the agreement with the fine print. I told him I did not want to renew and I wanted them to pick up the document drop box and terminate my services. He told me I could terminate "early" by paying a bunch of fees exceeding $400. I have no intention of paying them to terminate my agreement which should have ended last month when I called in. I fulfilled my 24 month agreement which I signed with Shred-it. Stericycle has terrible reviews on Yelp and has multiple class action law suites against them. I do not want to do business with a company that devises shady methods to contractually bind their clients to something they don't want or need.Business Response
Date: 04/19/2023
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:04/09/2023
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.
The Contract with this company was Cancelled within 30 Days do to the lack of response and never receiving the bin for service. I have contacted the company several times. The last time I contacted them they claimed that the issue was resoled. Well this was a lie. I received yet another bill. saying I owe money for services rendered..Business Response
Date: 04/12/2023
We have made several attempts to reach out to ************** but have not been able to get in contact with him. We researched the account and based off the information provided resolved the issues. Supporting documentation has been sent to him as of today 4/12/23 but we have not received any response to our attempts to contact.Customer Answer
Date: 04/14/2023
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,
***** ***** Tax & Accounting *********************Initial Complaint
Date:04/05/2023
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.
Shred it billed for services not performed after service has been terminated. I made a payment to them in settlement even though I feel the charges were not owed. They have continued with threatening telephone calls. My research discovered that this a pattern with this business.Business Response
Date: 04/12/2023
We have worked with Mr. ********** and have resolved his complaint. Mr. ******************issue has been escalated to leadership to review process and coach the team.Customer Answer
Date: 04/13/2023
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,
************************
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