Stericycle, Inc.

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 September 1, 2017.  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, Stericycle will waive the fees billed for each site location leaving the amount due $ 2,777.84 for liquidated damages and services rendered.

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 will cancel account # [redacted] without penalty as requested. 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 Monday July 25, 2016.

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.
Thank you.
Sincerely,
[redacted] Dental

Complaint: [redacted]
I am rejecting this response because:  Please refer to my previous response.
Sincerely,
[redacted]

While we regret Ms. [redacted] dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with My Dentist Inc 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 liquidated damages balance due $1,073.80.

Our record indicate this matter was resolved on November 11, 2015.

Firstly, I would like to sincerely apologize for any miscommunication that occurred between our Sales Associate 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.
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.
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]

While we regret Mr. [redacted] dissatisfaction, 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.

While we regret Mr. [redacted] dissatisfaction, we believe our contract to be entirely valid and binding. We have offered to work with Mr. [redacted] on a 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. 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 balance due $763.03.

Initial Business Response /* (1000, 5, 2015/06/25) */
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, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have dealt with a Stericycle manager who said this was the best she could offer me and refused to let me talk with anyone above her. So I pay $168 a month for 2 pick ups a year. Small pickups, I might add. That might not seem like more than pennies to a huge company like them, but it means a lot to our little nonprofit. I HAVE NO FAITH IN STERICYCLE. Certainly their contract gives them all the rights to basically do whatever they want. I know that other states have and are pursuing class action suits for the same reason I'm filing this complaint. I would rather that Stericycle just save both sides the time and expense of going that route. So again, I request that they let us out of the contract and waive the cancelation fees. I have no faith left in this company, and I do not wish to do business with them.
Final Business Response /* (4000, 9, 2015/07/10) */
Customer's concern has been settled

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] that does not expire until October 1, 2021. We have offered to work with [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 Mr. [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 Ms. [redacted]’ 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 [redacted] on potential resolutions to this matter, however they have insisted upon proceeding with termination of their service agreement. Nonetheless, we value [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 1017610 leaving the amount due $ 0.00.

Please note that the [redacted] Signatures in Global and National Commerce Act does recognize [redacted] signatures as having the same legal and binding effect as a written signature. This act can be referenced online at www.ftc.gov/os/2001/06/esign7.htm Our e-signature process is done through...

[redacted], a reputable [redacted] signature company, which features a multi-step process to accept an agreement. The service also tracks and records the IP address of the computer on which the agreement was accepted to ensure integrity. This service is globally marketed and accepted at thousands of business and we have never had any reports of the service not working properly. It seems unlikely that we would have received a verified, e-signed document from Ms. [redacted] if she had not completed all of the steps to accept the agreement.
Nonetheless, we are more than willing to work with our customers; we will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.

Initial Business Response /* (1000, 5, 2015/08/13) */
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. Nelson directly in order to review potential solutions to this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Given Stericycle's history with our facilities, it makes no sense to enter into another five-year agreement with them. I can appreciate some add-ons and increased cost of doing business. In my business, annual cost increases of 6% to 8% are normal, not the 50% to 80% that we have experienced with Stericycle.
It all comes down to a corporate practice of extracting as much from the customer as possible, hoping that the unfairness of it all just slips through the cracks unnoticed. Besides, we all know how important those quarterly earnings reports are.
There is no indication from anyone that Stericycle is willing to go back and make me reasonably whole again. All they propose to do is take the rate back down to the level it should have been all along, and start a new five-year round of taking advantage of the customer.
That isn't acceptable to me.
I request immediate termination of our current agreement without any liquidated damages on the part of either party, due to the significant overpayments I have made throughout the life of the contract.

Final Business Response /* (4000, 11, 2015/09/04) */
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 Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] Care Center. We have offered to work with [redacted] Care Center on potential resolutions to this matter, however if they 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. We believe we presented an amicable resolution for both parties. [redacted] Care Center wish to resume discussions around resolving this matter, we would be happy to continue that dialogue.

While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Dr [redacted] office that does not expire until December 1, 2020. 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 have resolved this [redacted]er, we consider it closed.

While we regret Ms. [redacted] dissatisfaction, our service agreement does outline in section 2c that a liquidated damages charge will be assessed when an agreement is prematurely terminated. Stericycle faces costs associated with building each customer into our routes and processing schedules. ...

This helps us recoup after an un-planned loss which does have an impact on our business.In closing, we believe we acted in full accordance with the service agreement signed by Joe [redacted] DDS. However, as a means of maintaining positive customer relations, we will agree to waive half the early termination fee, leaving the balance due $1,182.16 on account #[redacted] We truly appreciate the opportunity we have had to serve Joe [redacted] DDS over the years and wish continued success for the business.

Initial Business Response /* (1000, 5, 2015/09/14) */
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] Podiatry Group as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed terminate their account and will removed the liquidated damages previously assessed.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business responded with a form letter addressing their cost escalation, which was not my complaint. My complaint was more about their poor customer relations and collections practices. However, they agreed to remove the charges, as requested.