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.

Initial Business Response /* (1000, 5, 2015/08/17) */
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 Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not subject to "periodic price increases" when this is the first bill I have received. The contract was signed on 6/19/15. The first bill is dated 8/1/15. On this first bill is listed "Fuel charge." The first bill was the first time I had become aware of a fuel charge. I called the company as soon as I received the first bill.
During the contract negotiation, the fuel charge was not listed as a part of the cost of this contract. The fuel charge vastly increases the cost of the service and if revealed at the time of contract negotiation, the contract would not have been signed. Stericycle was dishonest in not revealing all the costs of the contract.
Stericycle total monthly cost with the fuel charge is $112.93. My previous provider's monthly cost was $54.08. If I had been informed of all the monthly costs, I would not have signed Stericycle's contract.
The potential solution to this matter is to terminate the contract as of 9/1/15 with no liquidation damages.
Final Business Response /* (4000, 11, 2015/09/04) */
We had one of our Managers reach out to Ms. [redacted] directly and agreed on a resolution to this matter.

[redacted] has determined that a credit is appropriate for the requested invoice. This credit has been processed. The client requested remedy has been successfully completed

Although we believe our agreement to be entirely valid and enforceable, [redacted] DDS 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 Tuesday October 4th.

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

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, effectively removing fees billed where no services were rendered, leaving the balance due $0.00.

Initial Business Response /* (1000, 5, 2015/10/02) */
Firstly I would like to sincerely apologize for any miscommunication that occurred between our Sales Associate and[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.
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, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stericycle's response states that they are willing to work with their customers "to find a service program with a rate that works for them". my issue was not that they did not offer a service program alright that works with me. My issue was that they were not being compliant with their own service program. Once in the past they came prior to our business hours. At that point when I complained to Stericycle they advised me that I would still have to pay for the service but that they would provide me with an additional service this year at no additional charge and assured me that this would not occur again. Recently Stericycle again came to my office prior to business hours. They seem to think this constitutes a visit that I should pay for. However at no point have they picked up any of my sharp medical waste this year. Their lack of service has the potential to create a public health hazard. Due to their lack of even properly reading my complaint first when I emailed them & then even when it came from the Revdex.com. I feel I must also report this incident to the [redacted] Department of Health because I doubt I am the only health care provider that they are doing this too. I hope this matter can be resolved quicker than it appears to be.
Final Business Response /* (4000, 11, 2015/10/16) */
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 have had one of our Managers attempt to reach Dr. [redacted] directly in order to review potential solutions to this matter. So far we have been unable to connect with Dr. [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 Dr. [redacted] directly.
Final Consumer Response /* (4200, 13, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "response" from stericycle is the exact same as the previous response word for word. Clearly it is a pre written reponse that does not have anything to do with my vomplaint. My complaint is that they do not pick up their scheduled sharps pick ups & yet they insist on charging me! They scheduled a pick up after my last complaint. The driver again did not show up. After another complaint that the driver did not show up, they finally had a driver come for a pick up.
The service on private doctors offices from this large corporation that charges a premium is subpar.
I can not wait until my contract runs out.

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted], [redacted] M.D. office that does not expire until September 1, 2019. 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 Dr. [redacted] T [redacted]’s dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Dr. [redacted] T [redacted]’s office that does not expire until June 1, 2021.We have offered to work with Dr. [redacted] T [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 Dr. [redacted] T [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 Dr. [redacted]’s dissatisfaction, we believe we have acted
in full accordance with the service agreement signed by Dr. [redacted].  We have offered to work with Dr. [redacted]’s  on potential resolutions to this matter,
however he has insisted upon proceeding with the early termination of a service
agreement still within its' initial term ,  which does not expire until September 1, 2019.Therefore we feel the liquidated damages outlined within our service agreement
are valid. Should Dr. [redacted] wish to
resume discussions around resolving this matter, we would be happy to continue
that dialogue. 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 January 25th.

Initial Business Response /* (1000, 5, 2015/10/12) */
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. Farr directly in order to review potential solutions to this matter.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] of Stericycle was very responsive to our concerns and we appreciate the termination of our contract without penalty. We, however, do not agree with the rationale proposed in Stericycle's response that tries to justify the draconian price increases that had occurred.

Revdex.com:As long as the account balance is removed from the collection agency [redacted]We agree to the half balance amount of $4,219.15 and will just consider it "lesson learned".Please send final billing statement and it will be paid promptly.
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.While we regret Dr. [redacted]
dissatisfaction, we believe we have acted in full accordance with the
service agreement signed by Dr. [redacted]
office that does not expire until October 1, 2018.  We have offered to work with Dr. [redacted] 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 would be valid. Should Dr. [redacted] 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, 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. In the interest of maintaining positive relations we have agreed to terminate account # [redacted] without assessing liquidated damages.

We
value Highline Family Dentistry as a long time Stericycle customer and in the interest of maintaining positive
relations we have agreed to terminate their account and waive the liquidated damages charge that has been assessed to account # [redacted] We feel this matter has been resolved.

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.

Complaint: [redacted]
I am rejecting this response because: We have asked multiple times for management to contact us and have yet to hear from anyone.  I would like to speak with the CEO as soon as possible regarding a resolution.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
Firstly I would like to sincerely apologize for any miscommunication that occurred between our Sales Associate and Dr.[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 Dr.[redacted]has encountered and our management team will reaching out to Dr.[redacted]directly in order to review potential solutions to this matter.

Complaint: [redacted]
I am rejecting this response because:   I have spoken to someone regarding the complaint.  They want us to extend our contract for another 2 year period which does not work for us.  Please look at our records again!  
Sincerely,
[redacted]

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], we will continue trying to connect with Ms. [redacted] directly and can help to evaluate these options.