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 Dr. [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 [redacted]."While we regret Mr. [redacted] dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with Mr. [redacted] and believe we presented an amicable resolution for both parties. As an attempt to reach a compromise here, we will offer to remove the penalties billed, leaving the balance due of $555.12 for service rendered. "  I find that this resolution is satisfactory to me.   I will be sending a check for the amount of $555.12, certified, to Stericycle and the Collection Agency.   
Sincerely,
[redacted]

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.

Complaint: [redacted]
I am rejecting this response because: I have talked to them more than three times and the lowest they can go is $1500 per month when all of the other firms are paying $170 per month. I want a price match. We are the same type of business with the same call volume and there is no reason we should be paying that much more for this service. The resolution that I am wanting is a price match to all the other firms in  our area that have the same type of business.
Sincerely,
[redacted]

While we regret Mr. [redacted] dissatisfaction, 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.

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

We preface our signature line with the statement “By signing below I acknowledge that I am the customer’s authorized officer or agent and that I have the authority to bind customer to this agreement…” so that the individual reading the document will verify before signing that they are authorized to...

do so. On our end we have no way of knowing who is or is not authorized to sign an agreement for a particular office. Typically accepting and paying for the service for a significant period of time also serves to ratify the agreement. It is unfortunate that your representative did not read and understand what was signed.
We are more than willing to work with our customers to find a service program with a rate that works for them. We will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.

Complaint: [redacted]
I am rejecting this response because: Stericycle did leave me a message on 7/14/2016 only after I e-mailed a supervisor at their facility explainig that I had been unable to get in contact with [redacted] (our rep from Stericycle). I attempted to call the number that had been left on the voice mail by stericycle rep but got a busy signal. I attempted to call that number again later on that day but again got a busy signal. Finally at 5:45pm on Friday, 7/15/2016, [redacted] called me back. Most of us are gone by that time on Fridays however luckly I was still there. I spoke with him regarding our concerns asking why they have not offered us a loyalty discout before when we have been loyal customers for years, why are we being charged monthly for a service that is only provided quarterly, and why is he saying they are contacting me when no one had. I did not get any useful answers. After several minutes of feeling bullied by him and getting nowhere I told him I would have to speak with my office manager and get back to him. He said to e-mail him my response and that was that. I do not feel that this is any way to be dealing with a client of yours. I dont care if we are under contract with you until 2018 and there is nothing we can do about it. We may be stuck with them until 2018 but as soon as that contract is up we will leave if this is the way they are going to be dealing with their "loyal customers". We also know many other [redacted] offices and dentists out there who are looking for biohazard pick up and we will not be recommending stericycle for sure. There have been so many complaints from others on your Revdex.com website regarding them and its no wonder why. I just wish we would have done more research before signing a contract with stericycle.
Sincerely,
[redacted]

We will have one of our Managers reach out to Mr. [redacted] directly in order to review potential solutions to this matter.

Initial Business Response /* (1000, 5, 2015/09/15) */
Unable to locate account due to limited information provided. Please provide detailed information (i.e. account number, street address of customer location discussed in this claim, etc.) If you do not have any of this information, please attach...

a copy of a Stericycle invoice or agreement for the location discussed in this claim. Thank you.

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

Initial Business Response /* (1000, 5, 2015/09/22) */
While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Center for Primary Care & Prev office. We have offered to work with Ms. [redacted] on potential...

resolutions to this matter, however this account does have a signed service agreement on file that does not expire until August 1, 2020 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 Ms. [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.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has taken complete advantage of my office, speaking with different people from my office, they have three different contracts signed by three different people. The company has not offered any real solutions other than further binding contracts. The company has been rude and their customer service has been horrible. If we continue with this company, they are only going to find reasons to add additional costs. We have to hide boxes to keep them from picking up additional boxes that may be empty and charging us extra, and we installed cameras to record everything in our office. They have broken our trust. Their company is dishonest and will try to use their contract to gain revenue that is not rightfully theirs. Targeting small practices is very wrong. It doesn't dismiss the fact that they were dishonest about pricing. They backed my office in a corner by picking up extra boxes that were not authorized and charging us for it, thus making us sign another contract or be penalized. Why can't we access the receipts for pick ups on those that received overage charges if they aren't wrong? I have every other receipt. As an office, these are things we keep track of. Why do we have to hide our boxes if the driver is only making authorized, scheduled pick ups? How is this resolving the issue? Never once did they offer any customer service, the driver is always angry, and the customer service representatives only support and make excuses for any discrepancies and tell us how we can help them. I have to talk to several different people with their office before having someone finally tell me that we basically have to deal with being done wrong because that's just the way they do business, when that's not what they marketed themselves as.
Final Business Response /* (4000, 9, 2015/09/28) */
While we regret [redacted] dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with Center for Primary Care & Prev. and believe we presented an amicable resolution for both parties. As an attempt to reach a compromise here, we will offer to meet in the middle and Stericycle will waive half of the current liquidated damages charge of $1,885.00. Leaving the balance due $942.50.
Final Consumer Response /* (4200, 11, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before, we feel very taken advantage of. The fact that we were told to hide our boxes to prevent them from being picked up is absurd. At first the driver went to each room to pick up sharps containers to fill the boxes. Then once we put a stop to that, he started collecting extra boxes, and your lack of customer service towards the situation we find quite bothersome! We should not have to continue a contract with a company in fear of what they might try to do next to increase their revenue by taking advantage of a smaller company. They were very dishonest about the prices they quoted us. We were promised our original price and did not get that. We were never offered a lower contract term although we have been with the company for 2 years. We were backed into a corner to sign another 5 year contract. above all we were treated with disregard and have to deal with very unprofessional employees from their company. Any time I call, I get passed to several different representatives before being offered another 5 year contract as the only resolution. We would like to just part ways with this company. We fear that if we continue on with this company, we will be struggling to maintain for the next five years having to look over our shoulder to make sure that there aren't any surprises. It is unfair to have to monitor every move a company makes due to them being dishonest and their lack of customer service. We would just like peace of mind. We do not wish to continue our contract and due to the damages and time spent on trying to correct this action, it cost our company time and we had to research our files to support the fact that we were being lied to. All of that was done initially to justify what happened, but instead it further highlighted the wrongdoing of their company and the manipulative maneuvers they have made just to earn an extra dollar which was not earned honestly. Scamming people with lies and manipulating situations and having a contract that protects the dishonest company and not the honest customer is very unethical and is cruel. There is no way that this is not against the law. I may not be a lawyer, but right is right and wrong is wrong. It is clear that stericycle is not here to render a service to us, but rather to take advantage of our company as we are trying to grow. We have a lot to accomplish as a new company, but not to the extent that their negligence has gone unnoticed. We pride ourselves on our honesty and each and every one of our patients love coming to our facility because we are kind and compassionate and honest. We refuse to be associated with such a company. The way the company is handling this situation is only adding to our trust issues with them. All we want is the contract terminated.

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.

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.

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.

I would like to sincerely apologize for any miscommunication that occurred. We will have one of our Managers reach out to Mr. [redacted] directly in order to review potential solutions to this matter.

Complaint: [redacted]I am rejecting this response because:
As outlined in our complaint. Stericycle is demanding thousands of dollars in what they call "liquidating d[redacted]ges" unless we continue to pay their outrageous rates (over $400)for medical waste collection, a rate that climbed to over tenfold the going regional rate of $30 per month.  This rate skyrocketed during what they claim is an automatic five year renewal period.  I ENCOURAGE ANYONE CONSIDERING DOING BUSSINESS WITH STERICYCLE TO READ THIS AND THE OVER 450 OTHER IDENTACLE COMPLAINTS! We will be notifying the state medical society and [redacted] of their deceptive practices, and are in the process of notifying regional potential "customers" at our local hospitals as well. PLEASE DO NOT BE A VICTIM! Sincerely,[redacted]

We preface our signature line with the statement “By signing below I acknowledge that I am the customer’s authorized officer or agent and that I have the authority to bind customer to this agreement…” so that the individual reading the document will verify before signing that they are authorized to...

do so. On our end we have no way of knowing who is or is not authorized to sign an agreement for a particular office. Typically accepting and paying for the service for a significant period of time also serves to ratify the agreement. It is unfortunate that your representative did not read and understand what was signed.
We are more than willing to work with our customers to find a service program with a rate that works for them. We will have one of our Managers reach out to Mr. [redacted] directly in order to review potential solutions to this matter.

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 Dr.[redacted] directly in order to review potential solutions to this matter.

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.
While we regret Dr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Dr. [redacted] We have offered to work with Dr. [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 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.