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

Complaint: [redacted]
I am rejecting this response because:     When I spoke with Mrs. [redacted], Stericycle Representative, regarding negotiating the cost/monthly payment, she stated that if all other costs were taken off and our only service were to be for a container to be picked up once every 3 months, she could reduce each monthly invoice by about $70. This would cause the new, reduced monthly charge to equal about $252.      PLEASE NOTE: The cost for the one service of picking up one container every 3 months, ALL OTHER SERVICES AND BENEFITS CANCELLED, would then end up being $756 per container. I do not feel that this is an appropriate charge. Stericycle's offer to relieve us of other service charges has already been discussed between myself and their associate and I regrettably state that the terms continue to be considered excessive. I do appreciate the response on the part of Stericycle but again state that it is [redacted] request that the $8,058.75 in damages that Stericycle claims to incur with our 60-day notice be considered forgiven on account of the excessive charges that have unfairly been put in to place on the part of Stericycle.
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,
Eric [redacted]

This
particular agreement was signed in February of 2015.  We continued to provide service as scheduled
until we were requested to cancel the account in May of 2015.  At the time of the cancellation request we
did offer to work with Mr. [redacted] on a modified service agreement that could...

be
adjusted to suit any changes in his medical waste needs, however he declined
our offers.  We regret
Mr. [redacted]s dissatisfaction; we believe we have acted in full accordance with the
service agreement signed by Mr. [redacted] that does not expire until March 1,
2017.  We have offered to work with Mr. [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 [redacted] Chapel 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 Ms. [redacted] directly in order to review potential solutions to this matter.

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted].  We have offered to work with Mr. [redacted] on potential resolutions to this matter, however this account does have a signed service agreement on file that does not expire until November 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 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.

Complaint: [redacted]
I am rejecting this response because: we already had a manager reach out to us and the best we were offered was 165.00 a month plus the 110.00 new fee for the removal of carpules containing lidocaine and septocaine.  This is a savings of $10.00 per month.  We are looking for Stericycle to match the 75.00 per pickup (when we call because the bin is full offer that [redacted] LLC out of Rhode Island offered us.    I have read online that these regulatory fee increases are not transparent to the customer.  I work in a dental office and we cannot raise fees by 300% even when our costs go up.    
Sincerely,
[redacted]

While we regret Mr. [redacted] dissatisfaction, 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 Mr. [redacted] directly in order to review potential solutions to this matter. So far we have been unable to connect with Mr. [redacted], but we hope that he will return our message and give us an opportunity to resolve their concerns. We will also continue trying to connect with Mr. [redacted] directly and can help to evaluate these options.

Initial Business Response /* (1000, 12, 2015/06/23) */
Contact Name and Title: [redacted] of **
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@stericycle.com
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 also want to be sure that any questions regarding billing/invoices are reviewed and addressed accordingly.
We will have one of our Managers attempt to reach this customer directly to review potential solutions and next steps to this matter.
We reached out to Ms. [redacted] June 24, 2015. We have provided Ms. [redacted] with a direct contact who will review her concerns, ensure outstanding amounts are reviewed and compensated appropriately, and assist her with any further changes to her services. Additionally, we have shared her feedback and the information with our teams.

As an attempt to reach a compromise here, Stericycle will accept the settlement amount of $ 500.00. Upon receipt of payment we will consider this matter closed.

While we regret Ms. [redacted]’s dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] SC representative. We have offered to work with Ms. [redacted]’s 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 are more than willing to work with our customers to find a service program with a rate that works for them and offer a variety of different program levels and pick-up frequencies and can help to evaluate these options. 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.

Although we believe our agreement to be entirely valid and
enforceable, Luis [redacted] DMD has been a good customer to us over the
years.  In the interests of maintaining
positive relations we have cancelled account number [redacted] removing the penalties billed as requested.

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 [redacted] Pediatrics and believe we presented an amicable resolution for both parties. In the interests of maintaining positive...

relations we will waive the balance leaving the amount due $ 0.00 and consider this matter resolved.

Initial Business Response /* (1000, 16, 2015/08/17) */
We value[redacted] as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed to remove the additional containers charge that was billed to their account of $319.79.

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.

Complaint: [redacted]
I am rejecting this response because:
[redacted], a Stericycle representative who gave his title as "director of accounts", did call and leave a message.  As the nature of tis practice is surgery, we can not interrupt patient treatment to take the call. [redacted] was asked for a good contact number and a good times that he can be reached.  Over three days, multiple attempts were made to try and reach "[redacted]" during the time period he designated.  All attempts were unsuccessful and messages were left. [redacted] then would return the call outside of the hours he specified and during a time period were we were focused on patients' surgery.  Again we are left with no other choice but to believe that this company is not acting in good faith and does not desire to reach an amicable solution.  Giving their apparent avoidance and effort to try and resolve this matter, we would like our contract and all services with Stericycle terminated without any "termination" or "liquidation" fee being assessed.  
Sincerely,
Donald [redacted]

Complaint: [redacted]
I am rejecting this response because: my client is not willing to pay any additional amount of money to Stericycle.  As such, all offers from [redacted] are hereby revoked.  
Sincerely,
[redacted]

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 Highline Family Dentistry as a
long time Stericycle customer and in the interest of maintaining positive
relations we have agreed to waive the liquidated damages charge at this time.

Complaint: [redacted]
I am rejecting this response because: As of November 1, 2015 Herbert A. [redacted], DMD,LLC is no longer a customer of Stericycle Inc.  The reasons have been communicated in the Termination of Agreement Letter dated 11/1/2015 and in this complaint.
Herbert A [redacted], DMD  12/5/2015

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 [redacted] directly in order to review potential solutions to this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have attempted to work with your firm and you have been uncooperative. When we called to complain about the rates you not only would not reduce them, you immediately increased our rate the following month. We have discussed other options and they are too open ended. We have honored the contract twice, only to have your rates increased 495%. This far exceeds any reasonable increases. Please terminate our services and cease invoicing us immediately.
Final Business Response /* (4000, 18, 2015/08/17) */
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] as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed terminate their account without assessing liquidated damages, also removing August and September invoices.
Final Consumer Response /* (3000, 24, 2015/09/09) */
We requested to terminate services for these locations due to price increases of 18% every six months and not providing a valid contract. We also provided Stericycle with an authorization letter specifically stating who can discuss our contracts. They have continued to solicit employees for contracts against our specific written instructions not to do so. The facilities are independent of each other and have separate agreements and separate Administrators.
Mr.[redacted] (signed these contracts) was solicited by Stericycle for two locations [redacted]he did not work for, nor have authority to sign for. He was an employee in [redacted] He has never worked for the [redacted] facilities. The contract for Riverside was signed by an administrator, further demonstrating that Mr.[redacted] was not even authorized to sign at his own facility.
The contracts were sent to him as an email and were not clearly represented as contracts. They were high pressure solicitations requiring immediate attention and signature. They did not clearly indicate it was a contract nor for a term of 5 years with not restrictions on price adjustments.
We have seen our fees raise 18% every 6 months. When discussed with them that we want to terminate we were threatened with court and a lawsuit for liquidated damages. When we pointed out that they solicited someone that was not even an employee, they still explained they would sue. They did however offer to lock us into a new five year agreement and to minimize the increases if we would resign at current rates. The current rates are way over the market rates. They also recently send another unsolicited contract to a maintenance manager at our [redacted] facility even after we specifically provided them a written notice not to speak to anyone other than our authorized representatives.
We also just received notice from another location that they called to send them a new deal. We have the voice mail saved from this solicitation that was completely initiated by Stericycle, even after we specifically explained to them NOT to contact our sites. This was provided in writing and received and acknowledged by them in late April 2015.
The contracts provided for [redacted] and for [redacted] are the same date, same time, same e signature, and same reference number. We can only assume that they were sent together to Mr.[redacted]. They were sent by Mr. [redacted] Mr.[redacted] has never worked for the [redacted] nor the [redacted] location. These contracts were lumped together, misrepresented, and pushed with a over exaggerated sense of urgency that they must be sent back. They were never represented as five year contracts for facilities this man didn't even work for. Mr.[redacted] is not and has not been an employee of [redacted] nor [redacted]. He was not authorized to sign these contracts. They clearly had his administrator sign the agreement at[redacted], since he wasn't authorized to sign there either. The contracts are not valid. When we asked for a valid contract for [redacted], they provided only that agreement or and agreement they sent UNSOLICIATED to a maintenance manager, AFTER we notified them they can not do that. When asked for a valid contract for [redacted], they only produced a contract signed by Mr.[redacted]. They have not been able to provide a valid contract for either site, yet when we ask to terminate they explain they will take us to court. We want these invalid, overpriced contracts terminated immediately with no liquidated damages. We want all communication to be via the Revdex.com. We do not wish to be contacted about alternatives as when we requested alternatives, the only option was to resign at the current rates to avoid 18% price increases every six months. They even went as far as to say THEIR COSTS increase 36-39% annually. They still haven't provided that to us in writing.
These contracts are not valid, and misrepresented.
As a follow up to these practices, we made reference to Stericycle calling our employees that are not authorized to sign contracts even after we notified them to please utilize the designated point of contact we issued to them which they acknowledged by changing all the billing to the correct address in Late April, Early May of 2015. We specifically requested that they DO NOT contact our employees not authorized to negotiate contracts in writing on April 28th 2015 with the letter dated April 21st. We were then directed to an account representative that made some offers to us, that we refused to accept due to their inability to hold rates and the consistent price increases. Since that time, we have been contacted for NEW CONTRACTS for our locations in [redacted], and [redacted]. These calls ALL initiated by Stericycle to negotiate pricing and contracts. When directed to our appointed representative, they have not contacted him directly. We have been contacted inappropriately and unsolicited as follows:

[redacted]: May 22 ([redacted] - Sent a new 5 year contract without clarifying it was such, and was unsolicited, contract shows call initiated by Ms.[redacted] notice for points of contact received by them on April 27th), September 2, Female caller, hung up once told to contact our POC.

[redacted]: - Aug 24th, solicited to offer Pharmaceutical waste and a new service agreement

[redacted]: Voice mails saved, contacted to negotiate a new contract August 24th, September 2nd, and today, September 9th

All after they have been REPEATEDLY informed on who to contact for ALL of our accounts. Clearly they just continuously be raid our sites for new contracts. We want released from all of our contracts immediately. They have had 4 and a half months to correct this and have not. They corrected the billing immediately, so why can' this be corrected. Their practices are deceitful and the intention is to get us into long perpetual contracts with prices that increase by 18% every six months. Our account numbers are as follow:

[redacted]
[redacted]
[redacted]
[redacted]

[redacted]


We need a company that can work with us in a professional manner and not work to lock us into agreements that are one sided and intentionally set up to take advantage of our company