Stericycle, Inc.

Dear Ms. [redacted],
This letter is in response to your Revdex.com Complaint dated October 19, 2016 regarding Revdex.com Case [redacted].
I would like to sincerely apologize for any miscommunication that occurred between our representative and Ms. [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 Ms. [redacted] has encountered and our management team will also review this complaint and address any specific employee follow up actions.
On October 18, 2016 Ms. [redacted] spoke with one of our representatives about canceling the Voice Mail service and there was no cancellation specialist available to take the call at that time. The billing specialist did send a request to the cancellation team and they did process the cancelation and issued a credited for $213.13, which was processed the next day leaving the amount due $0.00.
Again, please accept my deepest apologies in this matter and do not hesitate to contact me if I can be of any further assistance to you.
Sincerely,
[redacted]

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 will waive the penalty previously billed and adjust the fees billed after cancellation, leaving the amount due $...

611.04 for service rendered on account # [redacted].

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

Although we believe our agreement to be entirely valid and enforceable, [redacted] Medical Ctr has been a good customer to us over the years. In the interests of maintaining positive relations we will cancel account #[redacted]-001 without penalty as requested. We truly appreciate the opportunity...

we have had to serve [redacted] Medical Ctr over the years and wish continued success for the business. We will be sending one of our service personnel to perform a final pick-up and to retrieve any remaining Stericycle boxes or tubs on Tuesday July 12th, 2016.

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.

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Mr. [redacted] that does not expire until July 1, 2017. 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 meet in the middle and Stericycle will waive half of the current liquidated damages charge leaving the amount due $627.56.

Initial Business Response /* (1000, 5, 2015/09/14) */
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, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had already stated to Stericycle a year ago that we will be terminating our contract as soon as we had fulfilled it. We fulfilled our five year contract and and have always paid even though we were not happy with the inflated price increases. Being a small practice, It is not financially feasible for us to continue to do business with Stericycle. We have already spent a great deal in fees that do not equal the amount of service we have received. There have even been times where our waste was not picked up because the Stericycle employee stated that there was no waste to pick up. That is not possible, because even in our slowest months, there is still waste that is produced. However, we are still charged our monthly fees. When, we do have waste and the amount is "too small", we are told that we will be charged extra if they pick it up. We feel that Stericycle has not fulfilled their end of the contract by neglecting to pick up even the smallest waste amount. We would like our contract cancelled immediately and be free of any termination charges or liquidated damages.
Final Business Response /* (4000, 13, 2015/10/09) */
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] Family Dental as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed terminate their account without assessing liquidated damages. We will be sending one of our service personnel to perform a final pick-up and to retrieve any remaining Stericycle boxes or tubs on Tuesday October 27th.
Final Consumer Response /* (2000, 15, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, however I received notice today that you have turned me over to a collection agency and I would like this promptly rectified and proper notification that this has been accomplished.  I will be sending a copy of this complaint and our agreement to this collection agency.
Sincerely,
[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]

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 had one of our Managers reach out to Ms. [redacted] directly in
order to review potential solutions to this matter. So far, we are discussing a
resolution with Ms. [redacted] and will continue our efforts until resolved.

Complaint: 10940603
I am rejecting this response because:  The solution is not acceptable.  We received a new quote from Stericycle that is still ten times the competition.  While they state that their service is different, it is not.  Now that we've complained, they offered to review our activity, but never in the over 5 years have they reviewed our account, only continued with automatic increases.  The customer service person I spoke to said they are a big company and don't have time for that.  The amount of inflation they have added over the term is above any type of reasonable amount, yet they state their contract allows this.  We have been a client for the entire first term of the contract and just wish to end the contract early in the unreasonably long renewal term without the steep penalty.  We will offer to give a 30 day notice so they can properly plan their resources.
Sincerely,
Amy [redacted]

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

We hereby acknowledge the receipt of Revdex.com Claim# [redacted] response notification for Mr. [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.

First of
all, I would like to sincerely apologize for any miscommunication that
occurred. 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 Mark
[redacted]’s...

office has encountered. Nonetheless, we value Mark [redacted] DMD as a
long time Stericycle customer and in the interest of maintaining positive
relations we have agreed to remove the liquidated damages assessed removing the balance of $2497.21 from their account.

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]

While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Ms. [redacted] that does not expire until July 1, 2020. 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 Ms. [redacted] on potential resolutions to this matter, however they have insisted upon proceeding with termination of their service agreement. Nonetheless, we value [redacted] DO as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed to waive half the liquidated damages charge, leaving the balance due $2,807.97.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.

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 do not wish to review potential solutions to this matter. It is clear that Stericycle Inc. will keep the fees I paid for May service which was not performed. At this time, it will be acceptable if both parties agree to disagree with no further request for fees/charges from each side. I will owe Stericycle $0 and I will accept $0 from Stericycle.As of this date, I have received calls from Stericycle, Inc. that when asked what the call was in regards the caller requested to provide my office with a competitive quote for medical waste removal services.
Sincerely,
[redacted]

While we regret Mr. [redacted]
dissatisfaction, we believe we have acted in full accordance with the service
agreement signed by Memphis OBGYN office.  We have offered to work with Memphis OBGYN office on potential resolutions to this matter; however this account does have
a signed service...

agreement on file that does not expire until August 1, 2016.
 Memphis OBGYN office 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.  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 charged of
$4,074.07 leaving the balance due $2,037.04.

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. ** directly in order to...

review potential solutions to this matter.