Stericycle, Inc.

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

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.

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.

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.

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]

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.

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.

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]

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.

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]

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.

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.

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.

Complaint: [redacted]
I am rejecting this response because: WE NO LONGER WISH TO SPEAK WITH ANYONE FROM THIS COMPANY.  WE HAVE REPORTED THE OUR ISSUES SEVERAL TIMES IN THE PAST BUT TO NO AVAIL.  WE NO LONGER WISH TO DEAL WITH SUCH COMPANY THAT ONLY RESOLVES ISSUES WHEN CUSTOMERS HAVE CANCELLED THE CONTRACT.  WE STRONGLY WANT TO PURSUE THE CANCELLATION OF THEIR SERVICE.  AND EVEN IN CANCELLING THE SERVICE WE ARE GIVEN A HARD TIME SO THEY CAN CONTINUE TO BILL US THE MONTHLY FEES.  STERICYCLE IS NO LONGER SERVICING OUR FACILITY AND WE WANT IT TO REMAIN THAT WAY.  WE HAVE PAID ALL OUR INVOICES ON TIME AND THIS IS WHAT WE GET IN RETURN.  WE DO NOT WANT TO DEAL WITH A COMPANY WITH UNETHICAL BUSSINESS PRACTICES THAT CHARGES EXHORBITANT FEES FOR POOR SERVICE.
Sincerely,
Jeff [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:  I have spoken to a representative to lower my cost.  This would involve signing a new 5 year contract.  I'm still not happy with having a 5 year contract that automatically renews.
Sincerely,
[redacted]