ComplaintsforStericycle, Inc.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I opened my account about year and half ago I have had to call minimum 5 times to correct my email so I get my invoices. They kept sending them to my husbands email and it would take a few cycles before I would get my invoices. I was contacted by customer service about payments. She told me she would send me all the missing invoices which consisted of about 10 pages. I mailed a check for $330.00 since the total owed was about $600 or so. They cashed the check on 10/25 I had used a stub from what she sent me. In December they called for payment. I asked about the amount I had paid. They had no record of it. The same rep contacted me later that week stating they had found my check but the totals credited did not total the amount of the check. She then contacted me next day stating to hold off paying any more till she figured out what was going on. I did not hear anymore from her. Then this week I received a letter from a collection agency for $711.00 No credit for the check cashed by them. I emailed them the copy of the cashed check The same rep called me back and stated. The check you sent,in the memo the number noted is for a different account. This account was located in ********. I am in *****. How would I get that unless it was on my paperwork their Rep sent me in October of 2021. No way could I pull a random 10 digit number that happens to also be a customer of this company. So I said ok. How are you going to fix this?Credit my account for MY CHECK and notify that account an error was made. She said No you made the error and there is nothing we can do. This is unheard of. I need my account credited for my check. Not some random company I am not a part of. I found my paperwork. Their rep mixed in the other company in the paperwork she sent me. I have tried to contact them to tell them. But they reject my calls. Hang up on me. Put me on eternal hold. They make u put in my acct # so they know the account calling so they can avoid calls.

  

  Business response

  03/07/2022

  While we regret ******************** dissatisfaction, at Stericycle our goal is to provide world class **************** and when we fall short of that goal, we strive to immediately address and resolve the issue.

  Our preliminary review of your account *******, we have located your check **** and are processing for transfer to the correct account case ********. Once the payment is applied to the oldest to newest invoices outstanding, this will leave an open balance of $ ******. We apologies for any confusion or misunderstanding this may have cause. We truly hope that this is an amicable resolution to this matter and consider this matter closed.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are an assisted living/nursing home that has been with Stericycle since 2014, customer number *******. In February of 2014, our executive director signed a THREE-year contract with Stericycle that has been auto renewing, as Stericycle does not inform us when it is about to renew (issue #1). Weve been dealing with automatic price increases during this time (#2), as well as poor customer service since it is so hard to get ahold of a Stericycle rep. **** When COVID happened in 2020, Stericycle sent a new contract to a 3rd party worker at our facility who is employed by the ************************** NOT our company. The original contract signer did NOT sign off on the new contract, and neither did any other employee or director of our nursing home. (#4) We came to find out that the ineligible updated 2020 contract didnt just change the bin quantity that they serviced to match Covid volumes, but they slipped in a 5-year contract in small print, instead of the 3-year contract that we have had since 2014 with them. (Issue #5) No authorization was given on this new 5-year deal. We have now cancelled services with Stericycle, but they are trying to enforce an absurd liquidated damages contract buyout based off the 5-year contract ending in **** instead of the expected 3-year contract that would end February of 2023. They are trying to get more money even though we are willing to literally pay Stericycle to NOT service us anymore and at NO cost to them for the 12-month early contract termination, which would still be a big amount ($40,000 or so to cancel with them, which we ARE willing to pay). All we ask is that they go off the expected 3-year contract that would end in February 2023 instead of a 5-year contract that ends in **** that was not signed by an authorized signer.

  

  Business response

  03/04/2022

  We will have one of our managers reach out to Mr.***** directly in order to review potential solutions to this matter.

  Customer response

  03/07/2022

   
  Complaint: 16829768
  
  I am rejecting this response because: We have not heard from Stericycle yet. Furthermore, we have already had multiple correspondence with them about resolving this liquidated damages situation. We have waited over 30 days for the final liquidated damages to be sent and we have still not received anything. Per the contract, 30 days notice or more would normally mean grounds for cancellation. 
  
  Sincerely,
  
  ******** *****

  

  Business response

  03/07/2022

  While we regret Mr. ****** dissatisfaction, at Stericycle our goal is to provide world class **************** and when we fall short of that goal, we strive to immediately address and resolve the issue.

  We have had one of our managers attempt to reach Mr. ***** directly in order to review potential solutions to this matter. So far, we have been unable to connect with Mr. ****** but we hope that he will return our message and give us an opportunity to resolve their concerns. We will also continue trying to connect with Mr. ***** directly and can help to evaluate these options. If we are unable to speak with you the situation will be closed as is.

  Customer response

  03/08/2022

   
  Complaint: 16829768
  
  I am rejecting this response because:

   

  Hi  
  
  Although I appreciate the attempted outreach, we have made our fair intentions very clear.  As you can imagine, we are all very busy and stressed working in the healthcare industry in this current environment.  Please ******* to this or have a rep ******* to the initial complaint regarding this account.  
  
  We understand there are cancellation costs involved, but the costs being stated are just not fair nor do we feel justified. We have presented an amount that we feel is more than fair (the three-year expected contract buyout) but still a lot of money for our company.  We are being squeezed from every angle right now with labor costs skyrocketing, vendors increasing and all other areas.  The offer stated is our final offer.  We look forward to getting this handled in a timely manner. 
  
  Sincerely,
  
  ******** *****

  
  
  

  Customer response

  03/08/2022

   
  Complaint: 16829768
  
  I am rejecting this response because:
  

  Hi  
  
  Although I appreciate the attempted outreach, we have made our fair intentions very clear.  As you can imagine, we are all very busy and stressed working in the healthcare industry in this current environment.  Please ******* to this or have a rep ******* to the initial complaint regarding this account.  
  
  We understand there are cancellation costs involved, but the costs being stated are just not fair nor do we feel justified. We have presented an amount that we feel is more than fair (the three-year expected contract buyout) but still a lot of money for our company.  We are being squeezed from every angle right now with labor costs skyrocketing, vendors increasing and all other areas.  The offer stated is our final offer.  We look forward to getting this handled in a timely manner. 
  
  Sincerely,
  
  ******** *****

  

  Business response

  03/08/2022

  We will have one of our managers reach out to Mr. ***** directly in order to review potential solutions to this matter.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had issues with our Stericycle service, account # *******, and we eventually decided to cancel services. We were told that because of the lack of communication and the delay from Stericycle, we would have our early termination fees waived and everything cancelled. I cancelled our account on the phone with a Stericycle customer service agent on DECEMBER 20th, and I even got a confirmation number that the cancellation was taken care of (********). Then, I got a ******* invoice for ********* services that I paid, which should have been the LAST invoice or contact I got from Stericycle. NOPE, Stericycle continued to come in ******* even though I told the drivers that I had cancelled. Even though they picked up NOTHING, I got an invoice in February for ******** services that I should not have gotten. We called again and confirmed cancellation with an account rep named ***** at Stericycle that confirmed everything was taken care of with the cancellation. Two weeks go by, and I just received another invoice with the date of March 1st, which hasnt even happened yet? I had nothing done by Stericycle in February and they are still invoicing me even though my account is cancelled.

  

  Business response

  03/01/2022

  While we regret Ms. ***** dissatisfaction, we are removing the remaining balance previously billed on account *******, leaving the amount due $0.00. We truly appreciate the opportunity we have had to serve  Inland ******************** GP over the years and wish continued success for the business.

  Customer response

  03/01/2022

   
  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

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It took me over a year to cancel my services with Stericycle. However, after a long fought battle I was able to get email confirmation that my services were cancelled. However, they are still trying to **** my credit card for services. Also, they have scheduled medical waste pickup with me four times which was to be my last pickup, but they don't show for the appointment.

  

  Business response

  03/04/2022

  While we regret Mr. ***** dissatisfaction, we have your final pickup scheduled for March 10, 2022,removing waste and supplies. You can call into customer service ************ on the day of service to get the drivers approximate time of arrival.

  As for the autopay, you are setup on through our online system mystericycle.com, for security purposes we cannot access that information. Please log onto mystericycle.com and delete the information in order to stop any autopay attempts.

  We truly appreciate the opportunity we have had to serve Lake Family Dental over the years and wish continued success for the business.

  Customer response

  03/04/2022

   
  Complaint: 16816851
  
  I am rejecting this response because: They are still charging me and have charged me beyond my contracted dates. I've spoken with customer service multiples times and they have assured me they will remove the charges. However, the charges are still showing on my account. I've been attempting to cancel this contract for 2+ years and Stericycle still bills me citing the contract. It's also important to note that I never signed their contract. A previous employee of this company signed the contract without my knowledge/approval. The billing needs to be correct and the final pickup needs to be completed. This is now the 6th time the final pickup has been scheduled. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/15/2022

  We have reached out to Mr. **** and his complaint has been resolved.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a new dentist who purchased dental office from ****************, I contacted Stericycle for a price quote. I was sent a contract which I rejected. Stericycle started billing me for the previous dentist contract even though I am not utilizing their services and never signed a contract with them. Further, they are harassing me asking to pay cancellation fee for contract Signed by someone else. I have asked them to contact the dentist who signed the contract but they refused. I would like them to stop immediately

  

  Business response

  02/23/2022

  We have had one of our managers reach out to **************** directly in order to review potential solutions to this matter. We are currently in the process of resolving **************** concerns and will continue our efforts until final resolution.

  
  

  
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  November 10, 2021, I reached out to Stericycle about setting up an account for a new facility. While at the time *************************** was helpful, the helpfulness stopped the moment the contract was signed. The contract is for Bio waste pick up and ***** compliance training, service effective date 1/1/2022. I never received the contract back and signed from the company. As we go forward with starting our new facility, there are a lot of state and federal standards. In reaching out to Stericycle via phone and email since, they aren't typically responsive. I did get in touch with an Account specialist ********************* January 7 2022. He was helpful in responding to my concerns but it did not escalate from there. Upon discussing our company, I learned that there was the wrong company name, EIN and email on the account. When I explained that this is an issue, weeks later he responded asking for the information. Why do I need to resubmit this? I requested getting out of the contract as there was no effort to begin services on their end and he told me it would be over $16,000 to get out of it. He then said they can readjust the account and to resubmit the account information. Today I contacted them as it is now day ************************************************************** responded to my requests for the ***** compliance training we are being billed for. The contract states "either party may immediately terminate this agreement, in whole or in part, upon written notice to the other party if the other party breaches an material provision of this agreement and fails to cure such breach within 30 days. I don't even know how to go about that as I can't even determine who to send this to. I have multiple emails with my dissatisfaction with them and their lack of services and support, yet nothing has been fixed. I want to be done with this contract as it has been too much time and energy wasted trying to get this account straight.

  

  Business response

  02/04/2022

  
  While we regret ****************** dissatisfaction, we are in the process of cancelling your account 8335878,which can take 1-2 billing cycles to complete. We are also removing the billed charges, leaving the amount due $0.00. We truly hope that this is an amicable resolution to this matter and consider this matter closed.
  

  Customer response

  02/07/2022

   
  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

  01/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are a physicians office and in 2017 we signed a contract with Stericycle for the removal of medical waste. In February 2021, one of our physicians was thinking about retiring. At the beginning of October and November 2020, we called Stericycle and asked that our office be removed from "automatic pick-**** to "call as needed for pick-up". March of 2021, our office contacted Stericycle and notified them that since Covid19 had been around for about a year. At that point, one of providers had decided to retire due to Covid19 risks due to his condition. He was the provider for which this contract was obtained as he was the provider that needed the service from Stericycle. On the same day that we contacted Stericycle, we paid the amount due on our billing statement. We received another billing statement the following month, in April of 2021. Again, we contacted Stericycle and again spoke with the gentlemen that had been the one doing our regular office pickups and made him aware that we had cancelled our contract. He understood and he himself had let their office know that we had cancelled our contract. Months past and we continued to received billing statements. We have called many times and received a written confirmation that our contract had been cancelled. We then started receiving collection letters. We recently spoke with Stericycle about the collections letters and we were told that the $1200.00 that they are asking us pay is to settle our contract. This amount is not for services provided to our office. Our contract has been cancelled months before. Our office paid for all services rendered to our office, however, we should not be asked to pay a fee for services that we have not used and gave plenty of notice. Our providers retirement was unexpected and was due to Covid19. We kindly ask for your assistance in resolving this issue.

  

  Business response

  01/27/2022

  
  While we regret ******************** dissatisfaction, we have removed the remaining balance previously billed on account *******, leaving the amount due $0.00. We truly appreciate the opportunity we have had to serve *************************************************** over the years and hope that this is an amicable resolution to this matter.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I have had problems with Stericycle for the *** couple of months. I reached out to their *************************** in October to cancel my account but they keep ignoring my emails. I have tried calling and they state that they will return my call within ***** hours; however, when the agent calls, there is still no resolution. They have charged me fraudulently for months even after speaking with a representive.

  

  Business response

  01/13/2022

  
  While we regret Ms. ***** dissatisfaction, we had one of our Managers reach out to ************ directly to review potential solutions to this matter. They agreed to move forward with an account cancelation, and we submitted the necessary credit for the 12/1/2021 & 1/1/2022 invoices generated. We truly hope that this is an amicable resolution to this matter.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for waste management services with Stericycle, Inc. in October of 2021 to begin service on 11/2021. I then decided to cancel this account prior to the beginning of services and work with a local provider of the same services.I was unable to get in contact with the Stericycle representative who initiated my services by either phone or email. I canceled my account with Stericycle **** by fax on October 15, 2021, prior to beginning services with this company. I sent multiple emails to representatives at Stericycle and received no reply. I then resent the cancellation of services request on October 22nd, 2021. Account specialist, *********************, initiated the cancellation of the account on 11/01/2021.I received a **** in the mail on 11/12/21 from Stericycle for ******** services, even though no services were received. I called Stericycle once again, call reference # ******** to inquire why I was being billed for services that were not being provided. The account specialist, ************, sent a second request to cancel the account on 11/18/2021.I then received a second **** on December 2nd of 2021. My husband and I spoke to ************ once again and were assured that the account would be canceled within 2 business days.Then, on December 16 2021 I received a Past due notice. I called Stericycle once again and spoke to ************. He sent yet another request to have my account canceled.It has now been 2 months since I requested to cancel my Stericycle, Inc. account. The account was requested to be canceled before services ever began. I have never received any services from Stericycle, Inc. I will not pay for services that were not provided. It is unreasonable that I continue to be billed and that Stericycle has been unable to cancel the account despite 2 months of requests.

  

  Business response

  12/17/2021

  
  While we regret ********************** dissatisfaction, we are in the process of cancelling your account 2160025,which can take 1-2 billing cycles to complete. We are also removing the billed charges, leaving the amount due $0.00. We truly hope that this is an amicable resolution to this matter and consider this matter closed.

  Customer response

  12/20/2021

   
  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

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about July 28, 2021, I received a notice of recall for Chantix, after contacting the provided phone number I received a return kit for the defective/hazardous product. On August 14, 2021 I retuned the defective/hazardous product via *** (1ZE380109016356508) which was received by ***************** on August 18, 2021. I have contacted both ****** and their contractor and waited the twelve (12) weeks but have yet to receive my refund (contractor reference number BF78340FB6). As we have now past the thirteenth (13th) week I can only surmise that the reimbursement promised is a fraudulent scam perpetrated by ****** Inc. to reclaim their defective/hazardous and rob me the consumer of monetary compensation. I request your assistance in receiving my refund. The Government has handed out money like flowing water during this Pandemic but I as many Americans living on a fixed income has received only a very small percentage of these monies and I cannot afford to pay for the ever increasing cost of food, gas, insurance, health care, etc. so this refund of $193.82 is required for I have not been able to afford my full prescriptions refills in months. I thank you in advance for your time in this matter.Thank you ***** *********************************************. *******************

  

  Business response

  12/02/2021

  
  As announced on 12/2/2020,  Stericycle, Inc. has divested its global product recall business (Expert Solutions) to ********.  Here is a link to the ******** press release https://www.sedgwick.com/news/2020/sedgwick-acquires-recall-remediation-and-retention-solutions-business-from-stericycle .  Please contact them regarding this matter.

*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. ↩