Stericycle, Inc.

Our service agreements do allow for periodic
price increases and these increases are a standard condition of our service
agreement to help cover any cost increases we may face to meet regulatory
requirements across local, state, and federal standards as well as prepare for
investments in our...

business to keep abreast of needed technology and ensure the
protection of our customers as part of our 'cradle to grave' service offering. However, we are more than willing to work with our customers to find a service
program with a rate that works for them. We offer a variety of different
program levels and pick-up frequencies and can help to evaluate these options.
We will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.

While we regret Ms. [redacted] dissatisfaction, in order to address her concern we need more details about the account she’s referring to. Based on the information provided, we found accounts that were closed and had zero balances.If possible, please provide us with the account number that's...

on the bills being received.

Complaint: [redacted]
I am rejecting this response because: We are really not satisfied with the service plus the fact that we are slapped with this penalty. Will stericycle please remove this penalty.
Sincerely,
[redacted]

We believe our agreement to be entirely valid and enforceable; [redacted] ENT has been a good customer to us over the years. In the interests of maintaining positive relations we will cancel account # [redacted] without penalty and removed the fees billed, leaving the balance due $0.00. We truly appreciate the opportunity we have had to serve [redacted] ENT over the years and wish continued success for the business.

While we regret Dr. [redacted]’s dissatisfaction,  the terms and conditions of our agreement does state in section 2a; “This agreement shall automatically renew for successive terms equal to the original term unless either party has given 60 days’ notice in writing during the six month period...

prior to the renewal date of its’ desire to terminate this agreement”.  One of the primary reasons our agreements are set to automatically renew is so that the medical waste removal continues as scheduled, reducing the risk of non-compliance with state regulations. We have offered to work with Dr. [redacted] on potential resolutions to this matter, however they have insisted upon proceeding with termination of their service agreement. Nonetheless, we value Dr. [redacted] as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed to waive the balance due on account [redacted] leaving the amount due $ 0.00.

Complaint: [redacted]
I am rejecting this response because:  I have tried on multiple occasions to resolve this issue and I keep getting transferred around with different people giving me different responses.  Most recently, Stericycle charged me $780.95 for an extra pick up which we never requested.  Our contract was already reduced to 3 pick ups a year and they decided to come during a "non-scheduled" pick up.  We never called or requested that pick up.  Now they refuse to remove that charge.  In addition, they have someone else calling and emailing a new contract to sign to increase the scheduled pick ups.  I never requested a new contract or additional pick ups.  This is deceptive practice to send contracts by email without explanation to tie the customers into new and longer agreements.  All healthcare providers should be warned of doing business with this company because they make it nearly impossible to terminate a contract with them.  In addition, they raise rates inadvertently.  Their rates are are more than 5 times that of local competitors.  
Sincerely,
[redacted]

Our service agreements do allow for periodic price increases and these increases are a standard condition of our service agreement to help cover any cost increases we may face to meet regulatory requirements across local, state, and federal standards as well as prepare for investments in our...

business to keep abreast of needed technology and ensure the protection of our customers as part of our 'cradle to grave' service offering.
However, we are more than willing to work with our customers to find a service program with a rate that works for them. We offer a variety of different program levels and pick-up frequencies, we have had one of our Managers attempt to reach Ms. [redacted] directly in order to review potential solutions to this matter. So far we have been unable to connect with Ms. [redacted], but we hope that she will return our message and give us an opportunity to resolve their concerns. We will also continue trying to connect with Ms. [redacted] directly and can help to evaluate these options.

Complaint: [redacted]
I am rejecting this response because: We still have not been contacted by Stericycle.  We have also requested for a pick up for Oct 17th.  No pick up and no reply regarding why the pick was not carried out.
Sincerely,
[redacted]

I would like to sincerely apologize for any miscommunication that occurred between our CS Support Line and Mr. [redacted]. Our goal is to provide world class Customer Service and when we fall short of that goal, we strive to immediately address and resolve the issue. We truly regret the negative...

experience Mr. [redacted] has encountered. The cancelation was received on June 10th and submitted & approved that day. Due to the timing of the cancelation a quarterly invoice was already sent. That invoice will be credited and Mr. [redacted] will not be expected to pay that. The credit will be in the amount of $117.48 (a quarterly VM base fee $84.90 and 2 late fee invoice for $16.29 each) Also the total cancelation process will be completed at the end of the month. A voice mail message has been left for Mr. [redacted]. Please accept our deepest apologies in this matter and do not hesitate to contact us if we can be of any further assistance to you.

Although we believe our agreement to be entirely valid and enforceable, [redacted] Ave. Dental Group has been a good customer to us over the years. In the interests of maintaining positive relations Stericycle will waive of the current liquidated damages previously billed, leaving the balance due $0.00. We truly appreciate the opportunity we have had to serve [redacted] Ave. Dental Group over the years and wish continued success for the business.

While we regret Mr. [redacted]’s dissatisfaction, in the interest of maintaining positive relations we have agreed terminate their account and remove the $90.00 charge on the Stericycle account # [redacted] leaving the balance due $0.00.

Initial Business Response /* (1000, 5, 2015/10/20) */
Our service agreements do allow for periodic price increases and these increases are a standard condition of our service agreement to help cover any cost increases we may face to meet regulatory requirements across local, state, and federal...

standards as well as prepare for investments in our business to keep abreast of needed technology and ensure the protection of our customers as part of our 'cradle to grave' service offering.
However, we are more than willing to work with our customers to find a service program with a rate that works for them. We offer a variety of different program levels and pick-up frequencies and can help to evaluate these options. We will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not interested in discussing any other options with Stericycle. Having been a loyal customer for over a decade, I am extremely disappointed in the fact that I was misled in my contract proposal in March 2014, and the subsequent lack of response when I reached out to customer service. I no longer wish to continue to do business with such a company. I wish to have my contract terminated immediately as previously requested.
Final Business Response /* (4000, 9, 2015/10/26) */
While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted]. We have offered to work with [redacted] on potential resolutions to this matter, however if they have insisted upon proceeding with the early termination of a service agreement still within its' initial term therefore we feel the liquidated damages provision outlined in section 2c is valid. Should [redacted] wish to resume discussions around continuing services with Stericycle and finishing out the remainder of their agreement, we would be happy to continue that dialogue.

While we regret Dr. [redacted] dissatisfaction, although we believe our agreement to be entirely valid and enforceable, Dr. [redacted] has been a good customer to us over the years. In the interests of maintaining positive relations we have agreed to cancel account #[redacted] without penalty;...

effectively removing the fee’s billed in the amount of $1245.38, leaving the balance due $0.00.
We have enjoyed servicing Dr. [redacted] and we truly appreciate their business.

Initial Business Response /* (1000, 5, 2015/08/26) */
Our service agreements do allow for periodic price increases and these increases are a standard condition of our service agreement to help cover any cost increases we may face to meet regulatory requirements across local, state, and federal...

standards as well as prepare for investments in our business to keep abreast of needed technology and ensure the protection of our customers as part of our 'cradle to grave' service offering.
However, we are more than willing to work with our customers to find a service program with a rate that works for them. We offer a variety of different program levels and pick-up frequencies and can help to evaluate these options. We will have one of our Managers reach out to Mr.[redacted] directly in order to review potential solutions to this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has already offered me a reduced rate but I am not satisfied with it. I was originally told I could be out of this contract by now, yet they insist on holding me for another 29 months and won't let me go unless I pay $2215.33. They deceived me into signing the current contract and are charging an unreasonable fee for termination. I would like help from the Revdex.com to resolve this if Stericycle is unwilling to terminate the contract without paying any liquidated damages.
Final Consumer Response /* (4200, 15, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stericycle is unwilling to release me from the contract unless I pay a termination fee of $2215.33. This fee is equivalent to half the monthly rate multiplied by the remaining term of the contract (29 months).
I am not willing to pay this for three reasons. First, in 2013 Stericycle deceived me into renewing my contract. The contract was originally signed in 2010 and was to terminate in 2015. In 2013, I called Stericycle to complain about the large increase in their rates (which exceeded what was allowed by the contract). During that conversation, Stericycle's representative orally represented that I would have to sign a new contract for the reduced rate but that my contractual term would not be extended (it would still end in 2015). Instead, Stericycle misled me into signing a new contract that would end in 2018.
Second, the termination fee that Stericycle wants me to pay is excessive and unreasonable. By charging me half the monthly rate for the entire remainder of the contract term, the termination fee appears designed solely to coerce my performance rather than to estimate the damages that Stericycle would incur in the event of my termination. I am willing to pay, at most, nominal damages to Stericycle to release me from the contract.
Third, since June, Stericycle has not provided me with any services whatsoever, yet continues to send me invoices.
Final Business Response /* (4000, 13, 2015/09/22) */
While we regret Dr.[redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Dr. [redacted] office. We have offered to work with Dr.[redacted] office on potential resolutions to this matter, however this account does have a signed service agreement on file that does not expire until February 1, 2018 and they have insisted upon proceeding with the early termination of a service agreement still within its' initial term, therefore we feel the liquidated damages provision outlined in section 2c is valid. Should Dr. [redacted] wish to resume discussions around continuing services with Stericycle and finishing out the remainder of their agreement, we would be happy to continue that dialogue.

Our service agreements do allow for periodic price increases and these increases are a standard condition of our service agreement to help cover any cost increases we may face to meet regulatory requirements across local, state, and federal standards as well as prepare for investments in our...

business to keep abreast of needed technology and ensure the protection of our customers as part of our 'cradle to grave' service offering.
However, we are more than willing to work with our customers to find a service program with a rate that works for them. We offer a variety of different program levels and pick-up frequencies and can help to evaluate these options. We will have one of our Managers reach out to Ms. Anastasia directly in order to review potential solutions to this matter.

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Leslie [redacted] that does not expire until July 1, 2021. We have offered to work with Mr. [redacted] on potential resolutions to this matter, however they have insisted upon...

proceeding with the early termination of a service agreement still within its’ initial term therefore we feel the liquidated damages provision outlined in section 2c is valid. Should [redacted] Health Services wish to resume discussions around continuing services with Stericycle and finishing out the remainder of their agreement, we would be happy to continue that dialogue.

As an attempt to reach a compromise here, Stericycle will accept the settlement amount of $500.00. Upon receipt of the $ 500.00 payment and good review, we will close the account and no further monies would be due.

We have had one of our Managers attempt to reach Ms. [redacted] on 7/11/2016 in order to review potential solutions to this matter. So far we have been unable to connect with Ms. [redacted], but we hope that she will return our message and give us an opportunity to resolve their concerns. We will also continue trying to connect with Ms. [redacted] directly and can help to evaluate these options.

We are more than willing to work with our customers to find a service program with a rate that works for them. We offer a variety of different program levels and pick-up frequencies and can help to evaluate these options. We will have one of our Managers reach out to Ms. [redacted] directly in order...

to review potential solutions to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10976097, and find that this resolution is satisfactory to me.
Sincerely,
Big Ridge Dental [redacted]