Stericycle, Inc.

Please note, the terms and conditions of our service agreement do allow for price increases to address cost escalation. Our price 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 try to absorb most of these costs, at times we must pass them on to our customers. Stericycle uses its business judgment to allocate increases in costs that are incurred on a system-wide basis to individual accounts.
One example of a significant investment made by Stericycle is a massive incinerator improvement project. We are required to upgrade all incinerators nationwide in order to meet 2014 EPA requirements. This is a multi-million dollar investment that Stericycle has made in order to remain complaint with federal guidelines.
Nonetheless, we value [redacted] L [redacted] DDS PC as a long time Stericycle customer and in the interest of maintaining positive relations we will remove the penalties billed on account # [redacted], leaving the balance due $0.00.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has the potential to be satisfactory to me.
The biohazard disposal companies in this area offer a rate ranging between $280-400 per month.  It's a fixed rate for 3-yr contract.  If Stericycle agrees to a similar deal, then we won't press charges.  We've already lost about $100,000 from doing business with Stericycle over the last decade.
Sincerely,
Dr. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10955163, and find that this resolution is satisfactory to me.
Sincerely,
Amy [redacted]

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] Medical Center

Dear Mr. [redacted],
We regret your dissatisfaction regarding your billing issue and appreciate the opportunity to address your concern(s). At Stericycle, 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.
Although we believe our agreement to be entirely valid and enforceable, [redacted] has been a good customer to us. In the interests of maintaining positive relations we have cancel account # [redacted], removing the remaining balance as a courtesy leaving the balance due $0.00. We truly hope that this is an amicable resolution to this matter.

As an attempt to reach a compromise here, Stericycle will bring the balance down to $500.00. We feel this is an amicable resolution for both parties.

Complaint: [redacted]
I am rejecting this response because:  Stericycle has not honored the contract.  The contract allows for increase in price to justify their operating costs.  A twenty percent increase in price every year is well beyond the increase in operating costs, therefore a breach of contract.  Other companies are providing identical services for a fraction (namely 1/4) of the cost that Stericycle is trying to charge me.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 Ms. [redacted] directly in order to...

review potential solutions to this matter.

Please note that 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. This particular agreement was signed in August of 2010, and did automatically renew in August of 2015. We continued to provide service as scheduled until we were requested to cancel the account in December of 2016. At the time of the cancellation request we did offer to work with Ms. [redacted] on a modified service agreement that could be adjusted to suit any changes in his medical waste needs, however she declined our offers. In closing, although we believe our contract to be entirely valid, in the interest of maintaining positive customer relations we will agree to waive the penalties previously billed leaving the balance due $0.00. We truly appreciate the opportunity we have had to serve [redacted] over the years and wish continued success for the business.

Although we believe our agreement to be entirely valid and enforceable, [redacted] has been a good customer to us over the years. In the interests of maintaining positive relations we have cancelled account # [redacted]; we will agreed to waive the fees billed, leaving the account balance due $0.00.

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 hereby acknowledge the receipt of Revdex.com Claim# [redacted] response notification for [redacted].
We have forwarded the consumer’s response to the respective department, and they shall proceed immediately with inquiries in an effort to resolve the consumer’s plea. You will be informed regarding...

progress of procedure.
Please expect to receive written response within 7 days.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886999, and find that this resolution is satisfactory to me.
Sincerely,
Jesse [redacted]

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.   Please have Stericycle send letter to confirm, my balance is zero, and that all collections attempts been reverse and not affect my business and credit score.  thanks
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.

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. Nonetheless, we value [redacted] J. [redacted] DDS as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed to terminate their account without assessing liquidated damages and removing the fees billed after cancellation, where no service were rendered.

Revdex.com: To whom it may concern at Stericycle: The response sent is a very "canned" response.   If this was a credible response, we should have heard from someone by now. I have reached out multiple times in last week with no reply from [redacted], for this exact resolution.  When I did not get a response from him, I sent an email to the [redacted]@stericycle and asked them to forward the email to [redacted] to be sure he received it, I also copied our Account Rep. M. [redacted].  I sent a follow up email again this afternoon.  And still no one has been in touch. (We will NOT sign any additional contracts.)
I have reviewed the response made by the business in reference to complaint ID [redacted], We are still very unhappy with the practices of Stericyle.  Hiding behind legal language to trap clients after they find out how Stericycle operates their fee increases and requirements to add services with contracts to fulfill their original obligations. 
Sincerely,
[redacted]

While we regret Ms. [redacted]’s dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with Ms. [redacted] 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 leaving the total amount due to Stericycle including the fees for service rendered $24,460.33.

We truly appreciate the opportunity we have had to serve [redacted] over the years and wish continued success for the business.

Initial Business Response /* (1000, 5, 2015/07/08) */
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.

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.
Could you please ensure that we receive a final statement from Stericycle showing our account closed with a zero balance due.  Also, please have their collection agency submit to us an updated final statement that shows the collection balance has been reversed with a zero balance due and no further collection efforts will be undertaken.  Thank you in advance for your understanding in this matter and your prompt attention to resolve the issues.
Sincerely,
[redacted]