Stericycle, Inc.

While we regret Mr. [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 will agree to waive the early termination fee previously assessed,  removing the fees billed after cancellation leaving the current balance due $0.00.

While we regret Dr. [redacted] dissatisfaction, we wanted to inform that our cancellation process may take up to 30 business days (depending on the account setup) to process completely. This means that it may take 1 billing cycle to generate the final invoice. My apologies for this delay, I can assure...

you this account is processing for cancellation and generating a final bill which will be mailed as soon as it becomes available.

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 Business Response /* (1000, 15, 2015/07/30) */
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, 22, 2015/08/12) */
I had been away on vacation so I did not see this email till early August. I have left a message for [redacted] at Steri Cycle as he had called me to say they would like to work with us. Our major issue with the company is trust and ethics. They say they keep increasing the bill as they have to build new buildings and the cost increase is to support that goal. We can not for one minute believe this as they offered us $2100 per month reduction in our bill. Other practices ( small ones) had $89 quotes as well. They start you off with a reasonable fee and then jack the price up every year when the real cost to them is only $90 month for ONE BOX pick up. We do not want to stay with a company that is not trustworthy. As I stated in our original complaint no one wants to do business with a company that you can not trust and has very poor business ethics. I want to do business with a company that I can trust AND IS UPFRONT about increased costs. They have robbed us that last 3 or 4 years. As stated before we feel we have paid them in full for this year more than the $89 they said they would only charge now that we complained and wanted to cut ties. It's all about TRUST and there is no trust left with this company. We want to sever our ties and zero out our bill.
Final Business Response /* (4000, 26, 2015/08/25) */
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. However they have insisted upon proceeding with the early termination of a service agreement, we have agreed to terminate their account without assessing liquidated damages, provision outlined in section 2c of the terms of the agreement. In the interest of resolving this matter amicably; we will offer a courtesy credit of 1/2 of these charges for services rendered. The remaining balance now due is $5541.94.

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 will have one of our Managers reach out to [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.

While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] Dental Care that does not expire until June 1, 2020. We have offered to work with [redacted] Dental Care 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] Dental Care 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 Ms. [redacted] directly in order to review potential solutions to this matter.

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.In closing, although we believe our agreement to be entirely valid, in the interest of maintaining positive relations, we will cancel Stericycle account #[redacted] Sites 001 and 002 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 Thursday July 14th for each site location.

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]

Please note, 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 Mr. [redacted]. However, as a means of maintaining positive customer relations, we will agree to waive the early termination fee previously assessed to account #[redacted] as requested. We truly appreciate the opportunity we have had to serve [redacted] Dental Care over the years and wish continued success for the business.

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] Dental Implant & Oral Surgery.  We have offered to work with [redacted] Dental Implant & Oral Surgery 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. In closing, although we believe our contract to be entirely valid, in the interest of maintaining positive customer relations we will agree to remove the balance due of $4,271.07, leaving the account balance 0.00.

Initial Business Response /* (1000, 5, 2015/10/06) */
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, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The increasing cost is not the only complaint that we had. As I stated, the matter of the contract and holding us to a 5 year contract that was sent to us by edoc saying we signed it is bogus and not legal. Dr. [redacted] did not sign this and never would have signed a 5 year contract with anyone. We do not want any relationship with this company furthermore and once again, we will not be paying anymore balances billed to us. We have ended our contract with the con business. Terminate any balances and our contract is the only thing we accept from this company.
Final Business Response /* (4000, 9, 2015/10/09) */
While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] Oral Surgery. We have offered to work with [redacted] Oral Surgery 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] Oral Surgery 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 Mr. White directly in order to review potential solutions to this matter.

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

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.

Complaint: [redacted]
I am rejecting this response because: This complaint was filed due to the fact that the company failed to respond to...

multiple letters from my attorney, the last one dated 7/28/16.  They instead chose to continue to bill me unfairly and threaten me. Therefore their current response to my Revdex.com complaint lacks credibility.  I seek at this time an immediate and complete dissolution of our business agreement with no further billing or credit reporting. The account would be cancelled and closed.
Sincerely,
[redacted]

While we regret Dr. [redacted] dissatisfaction, 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 [redacted] requirements. This is a multi-million dollar investment that Stericycle has made in order to remain complaint with federal guidelines.Nonetheless, we value Dr. [redacted] 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 Monday July 25th.

Complaint: [redacted]
I am rejecting this response because: I have been contacted by them and don't agree with their response.  We have been a customer for more than 25 years and have fulfilled our agreement with Stericycle. The attempt to hold our practice to an agreement that was changed by Stericyle, not our practice for medical and hazardous waste products not requested or required does not constitute a legal agreement. Please have Stericycle stop their harassing calls unless they can agree to credit us back for the overcharges for the past 20+ years. This would be acceptable and fair.  We truly need for this agreement to be canceled with no penalties.  We have not had service for 5 months with Stericycle.
Sincerely,
[redacted]