Shred It USA Inc

Initially the company did their job well. Promised I could opt out of the contract at any time. After about a year suddenly my bill went up from $35.43 to 40.75 due to a fuel surcharge! I called and had that removed as I never agreed to it and this was kept on the bill for 4 more cycles with me calling in every month and wasting my time going through menus to finally speak with someone who never removed the surcharge anyway. Then the contract expired and I was sent a new one to sign. No changes were mentioned. This contract now has a fuel surcharge AND a "waste recycling fee" of 9.8% of the bill. After complaining to my representative LANCE GARNETT about this, he said nothing could be done and my contract was good until July of 2020 unless I wanted to pay a "early termination fee " of 60% of the contract. He could have cared less about my dissatisfaction with the company. I told him I wanted to speak with his supervisor but he said the supervisor was not in today. I told him I would follow up with his corporate office about my dissatisfaction. I will continue to fight this fee and will not renew my contract with this company that tries to introduce hidden fees in the hopes no one will notice. Bad Business.

although the phone reps and truck driver are very pleasant, their service is awful. They change dates and do not notify customer. Then they charge when they come at a non-scheduled time and you are not there. They state they will return your calls and rarely do. They are rarely on their scheduled times.

[redacted]

I appreciate you taking the time to explain the process.
Here is our response to the complaint number [redacted].
The customer Going Postal entered a written agreement In  March21,2014. It was for shredding service beginning in March 21, 2014 on a monthly basis for a period of 36 months. The cost of that service was $72.00 every 4 weeks. He contacted our Sales Rep [redacted] and stated he didn’t wish to begin service, but wanted him to deliver the 2 consoles personally. [redacted] isn’t equipped to do that in his personal vehicle. All installations are to be done in a company truck with proper work orders only. [redacted] began calling our office when he received his first invoice on 5/21/2014. This is 2 months after installation, the first invoice was canceled.  [redacted] stated to [redacted] our Service Manager he didn’t want to begin service until he called. [redacted] did explain that this  isn’t how his account was set up, and we didn’t offer on call service. [redacted] then called [redacted] our office partner and stated he didn’t want to pay for his service.  She also explained we didn’t offer on call service. I contacted [redacted] on 7/23/2014 due to being delinquent on his 5/21/2014 invoice. He again stated that he was upset about the way  his account was set up. I explained when I viewed the agreement it shows him and [redacted] coming to an agreement of monthly service from March 21,2014 through March 21,2017. He then stated that although he had a written agreement signed and dated that he came to a verbal agreement with [redacted] of On call service. This is a service not offered by our company. I spoke to [redacted] on 7/23/2014 and 7/24/2014 trying to work out a resolution. He continued to state he received a better price and wanted just to discontinue our service. There were several attempts to reach a resolution but the only thing [redacted] would agree to, is letting him out of the agreement that he signed.
Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
There are several misleading or blatantly false statements in the response by the business.  [redacted] did in fact tell me that he would deliver a console to our location.  One console, not two.  [redacted] also told me that by doing it this way we can start monthly service in a few months once the console was full for the first [redacted]e.  My agreement with [redacted] was that we would start monthly service once we had our first full console.  I was not aware that an employee can not personally deliver a console.  The way [redacted] explained it, he was doing us a favor by bringing us a console because he was going to be in the area.
I don't recall talking with a person named [redacted] at all during my dealings with shred it, but I do know what was told to me by their sales rep [redacted].  The only time I recall his name is when [redacted] told me she had to talk to him and then subsequently he told her he could not provide any resolution.
As to being called on 7/23/14, I initiated that call a week prior.  I had to call Shred it 3 different [redacted]es in a week period to finally get a call back in regards to their service.  As stated in the initial complaint, I called on 7/16/14, 7/21/14, and 7/22/14 before finally being called on 7/23.  And the call was not in regard to a delinquent invoice, it was a call from me complaining about shred it not honoring [redacted] agreement with me and the horrible customer service that I have received from their office.  Also, during this call [redacted] said to me that part of the reason that they were unwilling to cancel the agreement is because they had already paid [redacted] a commission on the account.  So in my eyes, it seems that the agreement I had with [redacted] was a sales person promising services outside of company guidelines to secure a sale. 
As to Shred it's claim that the service I required was On Call Service.  This is false as well.  They only supposed "on call service" was to be the first service and then we were to continue service on a monthly basis.  I never once stated that I wanted on call service.
Shred it's claim that I received a better price and this is why I wanted out of their agreement is false as well.  The only time I mentioned service elsewhere is that I stated I could received better service from another company. 
The company did offer to start service in August on a bi-monthly basis for the remaining two and a half years.  After two hours of phone conversation it was obvious that Shred it was not going to do the right thing and release me from the current agreement.  At that point I offered that if we can do a bi-monthly basis for two remaining years instead of two and a half that I would accept it.  [redacted] laughingly said that he would verbally agree to it.  I demanded to have it in writing since I feel they do not honor their verbal agreements.  He was to call higher authority and get back to me.  This took place on 7/24/14 and I am still waiting for that response. 
After reading the company's response I am reaffirmed in my initial resolution that I want no part in doing business with Shred it any longer.  I have been given false or misleading information by several Shred it employees and their business response is a testament to that fact.  I would like my agreement with them ended effective immediately. 
Regards,
[redacted]

0px;">To whom it may concern:
 
Regarding [redacted]s complaint of a $20 Distance Surcharge, this was implemented on March 3rd 2014.
This was the result of a stipulation written in the [redacted] agreement with Shred-it, that was signed on
December 21st 2011 (Ms. [redacted] is a [redacted] Agent.)The DSC effects
all [redacted] Locations that are more than 10 miles from a Shred-it branch; Ms. [redacted]’s office is more than 10 miles
from our Pittsburgh Branch.
 
On May 9th 2014, a cancellation notice was sent to the Shred-it Pittsburgh Branch-
to cancel the service for Ms. [redacted] and pick up the equipment.  As per Ms. [redacted]’s
agreement with Shred-it, she is responsible for the remaining service charges- though 9-24-15.
However, in the best interests of all parties involved, we waived the cancellation fee.
Regards,
[redacted]

Review: Our organization contracted mobile shredding services from Shred-It for a Community Shred Day and annual purge, as we have in previous years. While the truck arrived late in previous years, there was never any major issue until this year. In spite of verifying twice (via e-mail and telephone) that all details were finalized and our event was on track, there we stood with no truck, no phone call, and no idea what had happened. After multiple phone calls and voicemails, we finally heard back from our point of contact ([redacted]), who informed us that he was attempting to contact the truck driver, who had left on time. We never did hear back from him or anybody else that day, and were left to apologize to all who had shown up for the event, with a promise to reschedule. The Monday following the botched event, an elaborate game of phone tag took place with our new point of contact, whose name was [redacted]. [redacted] told us that [redacted] had never actually put us on the calendar with their operations department, and therefore there never was a truck coming. Further, [redacted] let us know that [redacted] had been fired as a result of multiple similar incidences. [redacted] also informed us that [redacted] had provided us with a contract that had never been approved, because their prices had risen, but our contract gave the previous years' rates. He asked if we would like to reschedule our event at their current (higher) rate. We declined. We requested some gesture of apology in the form of a price break, since admittedly, the entire problem was on Shred-It's end of the transaction. Per [redacted], we had done everything right. After two days of waiting, [redacted] proudly announced that he got our originally quoted price approved. To recap, after causing our company embarrassment and reputation damage, the grand gesture of goodwill was to offer us the exact same thing we'd contracted to begin with. We are still waiting to hear back from [redacted]. He never returned our last call, which took place on May 22nd, 2014.Desired Settlement: We do not wish to contract any further business with this company. The settlement which we desire is simply an acknowledgement of poor customer service. We were not treated with care, nor were the tenets of this business upheld. As stated in Shred-It's Statement of Values:"We do everything it takes to exceed our customers' expectationsAbove all, at Shred-it we act with Integrity, Social Responsibility and Respect."I do not believe that these assertions were met.

Business

Response:

[redacted]

I want to thank you for taking time to talk with me earlier today. In regards to complaint ID [redacted] I would like to offer my response. Please see below:

We do acknowledge that the event on 5/17 was not scheduled and our commitment was not met. We feel this is not a proper representation of how our operation conduct our day to day business. We have processes and procedures that are in place that essentially eliminate the possibilities of this occurring. In this particular instance those procedures were not followed and we have discussed at great length to ensure and instance such as this never occurs again.

We did apologized in great detail to the client and ensured that we could service the account unfortunately the client had sought after another vendor and we could not provide a service at no cost. We did offer other solutions that were not agreed upon and felt that had provided the client with as many option but to no avail.

Since receiving this compliant we have reached out as well as visited the client which we were not received. I furthermore offer our most sincere apology and wish we could show how our operation truly conducts itself. We truly pride ourselves on providing our clients with the best customer service that there is to offer.

Thank you

[redacted], CISP

District Sales Manager –Pittsburgh

Shred-It

C: ###-###-####

Making sure it’s secure.

Review: I contacted Shred-It about shredding services in March 2014. The man I spoke with, [redacted], and I agreed that he would deliver us a shredding bin and that once we fill it up we would call him and start regular monthly services from that point. A few weeks later I received a voicemail stating that my monthly service would be a day late and if I had questions to call in. I called to cancel the appointment because I was not to have service yet. I was told that person wasn't at their desk and I would get a call back. I received no call back and the truck came the next day. I told the driver we did not have anything needing shredding at this [redacted]e. A month later the truck came again with no service needed. At this [redacted]e I received a bill for $80 for service. I called and disputed it because my agreement with [redacted] was to not have monthly service until needed. My dispute was rejected and now no one has any recollection of my initial agreement with [redacted]. I have called the Shred-It office several [redacted]es and a supervisor or manager can not be reached. On Wed, July 16th I spoke to [redacted] who told me she would talk to [redacted] in the "next day or so" and get back to be. I received no call back. I called back Mon, July 21st and spoke to [redacted] who was now going to talk to [redacted] because [redacted] couldn't help and was promised a call back the next day. At 4:45 on Tues, July 22nd I called and was confirmed that I was not going to be receiving a phone call that day because [redacted] didn't get a chance to talk to [redacted]. I can never seem to get to the person I need to speak with regarding dispute resolution and can never get a call back in a timely manner or at all. I have asked to be released from the 3yr agreement and they want to charge me for the entire 3 years. I don't feel this is right due to the customer service I have received along with being billed for services not performed and services were not to begin yet.Desired Settlement: My desired resolution is to be released from their 3 yr agreement with no penalties and have the Shred-It bin removed from my store. I will gladly pay the current balance of $80 if I can cut ties with Shred-It completely.

Business

Response:

[redacted]

Review: I have used Shred It services since late 2012. They recently added $20 to my monthly bill with no explanation. I called the local office on 4-9-14 for an explanation and why I was not given advanced notice, and was told by the rep, "We weren't given advanced notice either, you are just required to pay this." I asked to cancel my account and for Shred It to make arrangements to pick up the console immediately and was told that I could not cancel. I was then told that a supervisor would call me back, but I have not received any calls. I have my original contract and it does not state anywhere that I cannot cancel. I want to cancel all services with Shred It effective 4-9-14 with no additional charges and I want them to pick up their console immediately.Desired Settlement: I want Shred It to cancel my contract with them effective 4-9-14 as I originally requested and I want them to pick up their console from my office immediately. I do not want to be charged for any additional time with their company after 4-9-14 as that was the date I officially requested a cancellation of service. I can provide a copy of my original signed contract if needed.

Business

Response:

To whom it may concern:

Regarding [redacted]s complaint of a $20 Distance Surcharge, this was implemented on March 3rd 2014.

This was the result of a stipulation written in the [redacted] agreement with Shred-it, that was signed on

December 21st 2011 (Ms. [redacted] is a [redacted] Agent.)The DSC effects

all [redacted] Locations that are more than 10 miles from a Shred-it branch; Ms. [redacted]’s office is more than 10 miles

from our Pittsburgh Branch.

On May 9th 2014, a cancellation notice was sent to the Shred-it Pittsburgh Branch-

to cancel the service for Ms. [redacted] and pick up the equipment. As per Ms. [redacted]’s

agreement with Shred-it, she is responsible for the remaining service charges- though 9-24-15.

However, in the best interests of all parties involved, we waived the cancellation fee.

Regards,