Complaints

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:06/14/2025

  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.

  When an autopay charge failed, MedPro failed to notify us at the email address specifically listed in our contract for both billing and autopay communications. Instead, notifications were sent to an unrelated email address. No invoice was ever sent by regular mail, and although MedPro claims to have called us 11 times, their own call logs show only one voicemail left. Upon review of our phone records, we found no evidence of any of these calls being received.Had MedPro contacted us using the correct email, mailed an invoice, or left a voicemail, we would have promptly addressed and corrected the billing issue. Instead, the matter was escalated unnecessarily to collections, despite our history of paying on time and in full for over five years.Even now, after numerous calls and emails, we are still unable to gain access to the online billing portal, correct our billing email address, or get any response from their team. It is unclear why MedPro would ruin a long-standing customer relationship. I am requesting they remove any collection fees, update the billing e-mail address and allow us access to the online billing portal.

  

  Business Response

  Date: 06/30/2025

  ******* ******, the Client Manager who owns this client account relationship, spoke with **** ******** and confirmed a resolution that will meet their satisfaction. There was some miscommunication and a definite breakdown in our process around monitoring and managing our Auto Pay program, which we've since addressed. The client was removed from collections and we confirmed there is a $0 balance. Service has been reinstated and being temporarily provided at no cost to compensate for the interruption in service. 

• Initial Complaint

  Date:06/03/2025

  Type:Product 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.

   
  Complaint: 23414697
  
  I am rejecting this response because:  I have still never received a refund.  You can see on my email that they sent me that I state I have still yet to receive a refund.  I ask for proof of a refund, but none is supplied.  Initially they stated they would credit my account, but I already closed my account and refused to do service with them. They gave me a credit then activated my account to where they were taking money off the credit, but still never provided service. Now they state they have mailed a check, but no check has arrived or been cashed.  Please show proof of payment sent/ cashed.  
  
  Sincerely,
  
  ********* *****ver, they began deducting monthly charges from that credit even after the contract was supposedly terminatedand still did not perform any service.I believe this company has violated our service contract, continued to charge my business fraudulently, and has provided no resolution or accountability after multiple requests. They have effectively taken money from my business while failing to fulfill their obligations or offer appropriate reimbursement.Resolution Requested:I am requesting a full refund for all charges that occurred after my contract was canceled and for services that were paid for but never rendered. I also request that all further billing cease immediately and that a written confirmation of my account cancellation and refund be provided.

  

  Business Response

  Date: 06/10/2025

  Hi ********* ,
  
  Weve reviewed your account and confirmed that all billing concerns have been addressed, including a credit and a refund to reflect the missed service. We apologize for the delay in addressing your concerns and appreciate the opportunity provided by bringing this to our attention. We appreciate your patience while this was resolved. Thank you.

  

  Business Response

  Date: 06/30/2025

  ******* ******, the Client Manager who owns this client account relationship, spoke with **** ******** and confirmed a resolution that will meet their satisfaction. There was some miscommunication and a definite breakdown in our process around monitoring and managing our Auto Pay program, which we've since addressed. The client was removed from collections and we confirmed there is a $0 balance. Service has been reinstated and being temporarily provided at no cost to compensate for the interruption in service. 

  

  Business Response

  Date: 07/01/2025

  We are attaching proof of the check that was sent being cashed. This was provided to us by our bank. 

• Initial Complaint

  Date:05/29/2025

  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.

   
  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,
  
  ****** *****

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience youve experienced.
  
  After a thorough review, we discovered that this was due to a logistics error. Your account was mistakenly set up for service every three months, when it should have been on a monthly pickup schedule. This misalignment caused the delays and lack of service you've experienced in *********, and we take full responsibility for this oversight.
  
  To make this right, we are issuing a credit of $2,078.15 to your account for the months of missed service. Additionally, we are updating your account to reflect the correct monthly service frequency to ensure this does not happen again moving forward.
  
  We appreciate your patience and the opportunity to address and correct this issue. Please feel free to reach out if you have any further questions or would like to confirm the next steps.

• Initial Complaint

  Date:05/09/2025

  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.

   
  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,
  
  Sierra *******

  

  Business Response

  Date: 06/06/2025

  Weve reviewed the account and determined there was miscommunication around our mail back program and the process for ordering containers. Unfortunately one kit was returned to our fulfillment center, which accidentally triggered a reshipment that the client did not want. We investigated with our finance team and have since processed a full refund. We appreciate your patience as we worked through this, and consider the matter resolved on our end.

• Initial Complaint

  Date:05/06/2025

  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.

  I obtained the services of this company to pick up biomedical waste from my home office storage location at ****************************************** in 2024 per compliance with regulations. When the first pick up was to occur, the driver did not show up for two months in a row and I had to consistently contact them every single month and kept getting different versions of lies as to why my biomedical waste was not picked up. They picked up my biomedical waste one time in the year of 2024 and I have not seen them since. I have called many times and have not gottena call back. They continue to bill me monthly for monthly biomedical waste pick up without providing services. I finally received a response via email from their company one week after reaching out to them again and they informed me that their driver stated I had sold my home and was empty and not able to be serviced. In response to explaining to her that that was absolutely not true and that we have been our home since 2022 and have not listed it on the market at any point since taking ownership of the home, she responded with an email with a photo from the front of my house that is easily found on ****** that shows the for sale sign that was posted by the previous owners before we purchased the home. This is a blatant lie, and despite continuing to bill me monthly, they are still saying that I somehow sold my home and Im not here. They have offered no reimbursement for the monthly billing despite not providing any of the services except for one month. Not only does this cause a compliance issue with the state, but I have now paid for services not provided as outlined in our contract. In addition to this, upon supposedly being notified that I moved (which I did not), they made zero attempt to reach out to me or cancel my services that were supposedly unable to be provided by their company. They continued to bill me and made no attempt to clarify any of this with me as the account holder.

  

  Business Response

  Date: 05/23/2025

  We have reached out to the client to inform them that we have issued a refund of the disputed amount. This was accidentally set up on the front end as an on-site pickup, when it should have only been mail back as it is a residential address and we do not provide on-site service to residences. Confirmed the client has a $0.00 balance. 

• Initial Complaint

  Date:05/01/2025

  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.

   
  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,
  
  **** ****

  

  Business Response

  Date: 05/23/2025

  We are sorry for the continued issues experienced by the client. We confirmed receipt of their final payment and I have instructed finance to waive the contract termination fee due to the aforementioned service issues and an inability to provide the level of service the client expects. Thank you for the opportunity to rectify the situation. 

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service 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.

   
  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,
  
  ********* **********hen i was offered a $50 credit for a 5-star ****** review (which i did) but once i was committed to the contract, customer service HAULTED. I am not liable for the charges-and will not pay for the charges-and I will take what action is necessary should I be sent to collections.

  

  Business Response

  Date: 04/08/2025

  After reviewing with the team, we have authorized a full refund and the client has a $0.00 outstanding balance with us and service has been shut off due to the on-going service-related issues. I have attached a screenshot of their account balance page. 

• Initial Complaint

  Date:03/03/2025

  Type:Product 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 signed up for medical waste disposal with MedPro Waste after speaking with a sales *** who promised that I would not be charged for services until I returned the filled pharmaceutical waste boxes and that the medical waste could be set for pick up at a later date due to slow start up needs and I could call when it was needed and would be charged at that time. They since have charged me for both the waste services. I returned the pharmaceutical waste boxes unused as instructed and with the labels they sent me. I offered to return the medical waste boxes but have not been asked to do so yet, but will do so as soon I am told how they wish to receive them. When I contacted them two more times, I was promised a refund and that they would not charge again, which they did. They do not stand follow through with promises.

  

  Business Response

  Date: 04/01/2025

  Unfortunately, this client account was not properly set up on the front end by the account executive as notes to delay shipping containers were inputted in the wrong field in our system and not passed along to the operations and finance team. After a review of the client's onboarding, we have adjusted our process to ensure this does not happen moving forward. While the containers requested were shipped, we proceeded with processing a refund for the client in the hopes that this will satisfy their outstanding issue.
  

• Initial Complaint

  Date:12/07/2024

  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.

  The refuse to reach out to me to discuss cancellation of my account. I open a ticket in Sept and was told manger would contact me. Still haven't heard anything from a manger. I have opened 3 other tickets since and they all get closed saying original ticket is still opened and that manager will reach out to discuss next steps. They still haven't reached out even after these responses. I have tried calling as well to speak with a manger directly and they are never available to speak when I call and the call center tells me a manager will reach back out, and they still never reach out. It has now been over 3 months since I initially asked to cancel my service and they continue to avoid the requests and refuse to reach out. I continue to pay a monthly service fee for an account I want to cancel while waiting for a resolution and response. The managers and customer service representative do not follow up or return phone calls.

  

  Business Response

  Date: 01/16/2025

  We spoke with the client and confirmed their account was closed effective December 2024 and that there is no outstanding account balance. Unfortunately, confirming all the final details during the holidays took longer than usual. We apologized for the unanticipated delay with the client, and they were satisfied with the resolution.
  

• Initial Complaint

  Date:10/02/2024

  Type:Product 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.

   
  Complaint: 22368865
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Khaitin

  

  Business Response

  Date: 10/29/2024

  It appears some of the issue resulted in originally signing up for quarterly service when the facility does not produce enough medical waste to require on-site pickups. We migrated them to our mailback program at a discounted rate. The client said they had an outstanding credit that should have applied to their mail back containers we billed them for, but it turns out those credits had instead been applied to previous monthly bills where we credited them back when we made stops and there was no waste to pickup, which was done as a courtesy. Our team was finally able to arrange a return of the unused mail back containers last week and we have issued a credit for the returned supplies. The client now has a $0.00 balance and owes no outstanding balance to MedPro Disposal.