ComplaintsforStericycle, Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am submitting this complaint because Stericycle will not respond to my calls and emails. I am the practice manager of a 3 doctor medical practice. We have been clients of Stericycle for approximately 20 years. Their pricing has gone up drastically over the past year and I made several attempts to contact customer service to discuss our contract and re-negotiate our pricing. I have attached a timeline that includes the dates and reference numbers of all my attempts, NONE received a response.Due to this lack of customer support and their inflated pricing, we decided to change vendors. I discovered that Stericycle's fees are 3 times higher than their competitors, and they charge for services that are included with most other companies. In an effort to save over $2000/month, I sent a cancellation notice on February 15, 2024 to the customer support email with 60 days notice. That email is attached, with the reference number. On March 5, 2024, I finally received a response (after 5 months of silence) stating that, based on an agreement from 2017, they had auto-renewed our contract in Feb 2023 for 36 months and would charge us up to $48k in early termination fees!!! It said they attached the contract to the email, however it turned our to be a corrupted attachment. I immediately responded to that email (attached), and received no response. I have attempted to reach them via email and voicemail numerous times with no response (attached). I am truly distressed over our inability to resolve this issue. Their prices are outrageous and they are unreachable. We have given them 60 days notice, yet they have not met any of our requests. This constant neglect and unprofessional conduct is more than enough grounds to terminate our business agreement.

  Business response

  04/19/2024

  We have been in contact with ************** and are continuing to work with her on a resolution.

  Customer response

  04/23/2024

   
  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

  04/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my account and end services with stericycle since October of 2023. We have received no service from them since August of 2023. They continue to bill my account monthly. We have tried to call and speak to someone about canceling their services, after we have been on hold for 30 minutes, the person we can finally speak to says they can not help us and will have a manager call us back in two business days to close the account. No one ever calls. We have called 5-6 different times over the last several months and it's the same thing everytime, a 30 min phone wait, and a person on the other line finally answers and tells us someone will call us back. Yet they continue to bill me every single month for services they are not doing. Now they are sending me to collections for an unpaid balance of $300+ which I am going to dispute because there has been no services rendered on their part. This is hands down the worst business I have every dealt with. The lack of professionalism from this company is beyond ridiculous. I want my account closed and the remaining balance zeroed out. They have billed me over $300 of services they have not provided. It is now April 2024 and I have been dealing with this since October ************************************************************************************************************* August-September 2023 for no apparent reason. I had done business with this company for a few years prior and never had an issue, they were actually pretty good to work with until about August-September 2023. I had always paid my bills on time as well. When they stopped coming out and providing services and their customer service went out the window, I called to cancel my account with them and go with another company yet they continue to bill my account monthly with no services rendered and they do not provide any customer relations/support to resolve the matter.

  Business response

  04/19/2024

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

  Customer response

  04/24/2024

   
  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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an account with **********************. Their prices are astronomical. I found a new company and called Stericycle to cancel my contract. The man I spoke with said send an email to him asking to cancel and give 60 days notice. I did that on 10/23/23. The service should have terminated on 12/31/23. Stericycle continues to invoice me, call me multiple time per week and mail past due invoices stating they are sending this to collections. I have asked repeatedly for them to stop. They always tell me they will stop, remove my account etc. They never do. I have a number of "tickets" that state they are working on this. At this point, every time they call me I get extremely upset and anxious. A company of this size should not be allowed to bully people/businesses.

  Business response

  04/12/2024

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

  Customer response

  04/15/2024

   
  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.  If they do not follow through with closing out the account properly, I will reach out again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract with Stericycle in December of 2023. However, customer service is negligible. We have been trying to schedule a pick up for the last 3 months but they state that they came for a pick up but they did not. I tried to reach a higher management department but according to customer service they DO not have that number and cannot provide it to me. Since the Shred-it merger it has been a nightmare to deal with them even though they state that it has not changed anything.

  Business response

  04/17/2024

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stericycle is a fraudulent company. I am sure you are already aware of this based on all their negative online reviews and numerous complaints from their customers to the BBB. I had a recurring service where they were suppose to schedule to pick up my medical waste. I never received these services as they never showed up to pick up the medical waste when requested. After a number of attempts to get them to show up they did have a driver show up unannounced. This drive refused to pick up our medical waste containers when we asked him to give us a minute to bring them up to him. He said if they weren't upfront ready to go that we would have reschedule. The containers were in the treatment room approximately 20 feet away from the front but this employee was extremely rude and left us a receipt saying no pick up. I then had to reschedule pick up since they rude employee of Stericycle left without picking up our medical waste containers. Upon rescheduling, I was charged for an additional pick up plus charged for picking up additional containers. I reached out to Stericycle to inform them how they previously did not pick up our containers and I pay them monthly for 2 pick *** a year. They tried to claim that the charges are valid and said they had made 3 pick *** with the following dates: 6/15/24, 11/13/23, and 01/10/24. None of these dates are correct and one of the dates has not even happened yet. So even if they are attempting to charge me for 3 pick *** there are only 2 dates that they can actually claim they picked up (which they did not) as 6/15/24 has not occurred yet. I have attempted to terminate my contract with them and they have been non responsive and locked me out of my online account. I need this account closed and I will not pay for services not rendered. You really need to investigate this company for their unethical and shady business practices

  Business response

  04/16/2024

  We have been in contact with Mr. *************;and have resolved his complaint.

  Customer response

  04/17/2024

   
  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ******, I am a small business owner. I hired stericycle for my sharps, disposal. I have yet to actually have someone come and pick up a sharps container from my business since May 2023. I have been trying to cancel/adjust my account with this company since December 2023. I have sent numerous emails as well as many phone calls and voicemails with not a single response back. I now have an ongoing bill that is being sent to my business as well as notices that they are sending this account into collections due to the that I am refusing to pay this and just want my account canceled at this point. Every time I get a hold of someone from their customer service team they put in a ticket for a supervisor or manager to return my call because they are unable to make any adjustments to my account themselves. I have yet to receive a call or email back from this company since December 2023/Jan 2024. I just want to simply cancel my business with them and pay the correct outstanding balance to move forward with another company that actually provides the services they say they are going to. I would love to be able to connect with someone to explain more in detail my complaint.

  Business response

  04/04/2024

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

  Customer response

  04/04/2024

   
  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract with Stericycle to pick up the medical waste from my business, for a specified monthly price, that includes 4 pickups a year.Last year (2023), the pick up person came twice when my office was closed, although Stericycle has my office hours correctly listed in my account. I had to call multiple times to get them to come when we open in order to make a pick up. (Part of the difficultly was that their call center is based out of the US and the English proficiency of their call center reps is highly variable.) Ultimately, they did come and pick up the waste. But the, they charged me an extra pick up fee. I explained to them that two of the "pick **** were their errors because our office was closed (and there was no pick up of course). But they denied adjusting my account for the extra pick up fee. What I discovered through multiple calls and emails is that their call center employees for the most part do not really understand English that well. For my last call, I broke down the concern into multiple one sentence sequence of events, and asked ******* to repeat back to me what the issue was, and she was unable to. I had to argue and plead to get someone who was a native English speaker to call me back. I am still waiting currently. I am also concerned that this will continue to happen every quarter when they have to come pick up the waste, that they will continue to come when we are closed, and each time will be multiple phone calls with someone who does not understand the issue at hand. My main issues: 1) I need the $75 extra stop fee removed from my account, 2) They need to have an option for a supervisor readily available. They already have all of my details and invoices and "pick up" receipts (two of which show no pick up of course)

  Business response

  04/02/2024

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are a medical office, *************************** and have been using Stericycle for several years. A representative from Stericycle, *******************************, called my receptionist and told her, if she did not sign a new contract now, they were going to stop collecting our biomedical waste and we would be forced to shut down our business. ******** told her this needed to be done immediately. My receptionist, who has no power to authorize any such contract, was forced into an over the phone contract. This apparently tripled our rate, and locked us in for many years with no possibility of ending the contract. I found out about this the very next day and began calling. I spoke with the representative from Stericycle, who initiated the fraud, ********, who let me know she could not help me and to stop calling her (I have this in writing from her). Several days and tens of hours on hold led me to "*************************" His phone number is ************. He apologized for his companys actions and said he would cancel everything and not to worry. That was February 21st, 2024. I checked my online account the following week, and noticed it was still active. I called ***** again and spoke with him. He admitted he did not actually cancel the contract, that it was his mistake, and he will fix that now (this was Feburary 27th, 2024). On March 1st, Stericycle shows up to collect our biomedical waste. We let them know we were using another company and we had already cancelled and to not take our waste. I called ***** again, who said he "forgot" to cancel the account, again, for the third time but promised it would be done. I tried following up every day since March 1st. On Tuesday, March 19th, I was charged on my credit card by Stericyle over $300 for a account with was fraudulently obtained, and was supposed to be cancelled. The cancellation numbers I was given by ***** was ******** and ******** in February 2024. As of today, they are still fraudulently charging my account.

  Business response

  04/02/2024

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

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We contact Stericyle in July of 2023 to cancel all of our services (Biohazard medical/sharps disposal and pharmaceutical waste) effective 9-1-2023. Our contract was not up until December 31, 2023 so we were well aware and in agreeance that we would be responsible for 50% of the remaining contractual fee. Our monthly invoice was for $183.23, which would leave a balance of the remaining 4 months of $366.46. We complete a Pharmaceutical Waste Characterization Checklist that was emailed to Stericycle on July 11, 2023. Our finial pharmaceutical waste was picked up on July 27, 2023 and our final biohazard waste pickup occurred on August 17, 2023. Since our initial request to cancel our services and our final Hazardous and Pharmaceutical Waste pickups, we have had Stericycle show up on multiple occasions for pickups, even though we do not have any Stericycle waste bins and have continued to receive monthly invoices, now generating into January and February 2024, which exceeds our contract end date of December 31, 2023. The last information I was given was that when the merge with Shred It occurred that somehow reinstated our account, but it was under review and invoices from September 2023 through February 2024 were being disputed. I was also informed that I should hear from a senior account specialist within 48 hours, but that never happened. After being told this information I then received an email about our past due account requiring immediate attention before automatically being forward for collections. I have spent countless hours contacting Stericycle to be placed on long holds, explain my situation over and over to get nowhere. There seems to be no one at Stericycle who can help me get this resolved. This has been the most unprofessional, incompetent company I have ever dealt with.

  Business response

  04/03/2024

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

  Customer response

  04/08/2024

   
  Complaint: 21488685
  
  I am rejecting this response because: I still have not receive an email or further response to confirm cancelation of service or settle remain balances.
  
  Sincerely,
  
  ***********************

  Business response

  04/09/2024

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

  Customer response

  04/09/2024

   
  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Stericycle for the past several years, they were billing me monthly. Then I realized that there are other companies that charge a fraction of what they are charging me so I contacted them to cancel their services. I called several times and spoke to several different representatives and asked them repeatedly to cancel my subscription. They always told me to call back or okay we are in the process of cancelling your service. Finally some representative cancelled our account, charged us a final amount of $161.01 on March 12th, 2024 and gave us confirmation # ********. A few days later, I called back to confirm if the service was cancelled and they told us that there is still a balance on the account. I tried talking to the "account specialist" but No one is available. This is bad business practice. Stericycle is a big company and I am a very small business, I am just tired of being on hold for so long for something as simple as cancellation of a subscription services. Please help! I am not willing to pay them anymore because they are finding unethical means to keep charging me.

  Business response

  04/03/2024

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

*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. ↩