Stericycle Communication Solutions

Firstly I would like to sincerely apologize for any miscommunication or frustrations that occurred with this conversion 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*** encountered and our management team will also review this complaint and address any specific employee follow up actions. Our team is reviewing this concern and will follow up with the client this week to address any concerns and questions with the call handling protocols and invoices

We regret Mr*** continued dissatisfaction. We attempted to reach him for further discussions regarding their disatisfaction, the detail on the outstanding balance, their expectations, and our nexts steps for resolution. We did confirm with the Colorwheel Painting Team today, April 27, 2016, that the amount outstanding has been cleared. We appreciate the feedback and patience from the Colorwheel Painting Team. Please let us know if there are any further questions or concerns we can address. Thank you

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me? The outcome is fair given how much time we invested trying to make things right with this company? It seems, in hindsight, that they really need to designate an account representative and not bounce a client around from person to person as that became incredibly messy and confusing? All in all, THANK YOU Revdex.com for your help in resolving this matter
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
This is not yet resolved.? The answer only addressed the timeline of when cancellation was made and what credit was appropriate in that regard.? To that effect, we're not happy with only being credited for months, when service was so awful (and we'd been actively reaching out for months on end) that we finally had to just abandon Stericlycle and take back control of our phone line? We do not feel "letting us out of an agreement" is appropriate language for a company that failed to meet its obligations.? Had they provided proper customer service in the first place, none of this would have happened and this has been greatly inconvenient and time wasting for us.Secondly, this answer failed to resolve other credits we felt we were owed.? A representative did reach out to us, but no adjustments have been issued to date.? All in all, this is far from being resolved? I am still quite upset that I sent them a settlement check offer, with notice that if they cashed it I'd consider the account paid in full, AND THEY CASHED IT and yet asked for more money.? I believe this is illegal business practice, and it is certainly morally questionable
Regards,
*** ***

Better...

Business Bureau:Hello:Why does my number account [redacted] say "this number no longer exists. No further information is available on this account." I am losing tens of thousands of dollars per day!!! How long has thus been the case? What is going on? This is a bona fide emergency and requires attention now!!!RDM
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We sincerely apologize for the frustration experienced by Dr. [redacted] and office.  We believe part of the confusion is that the provider name for their answering services was originally 1-800-We Answer.  Stericycle Communication Solutions acquired We Answer in 2014.  We then...

began our attempts to contact Dr. [redacted]'s office regarding an outstanding balance provided to us through that transfer.  Upon further review of the balance due, we have agreed to clear the amount owed.  We apologize for any inconvenience. Please let us now if there are any further questions.

First, we sincerely apologize for any miscommunication that occurred between our team and Colorwheel Painting.  OUr goal is to provide world calss 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 this client has encourntered and have reviewed the complaint with our team.
Colorwheel Painting had a service agreement in place until November 2016.  After bringing this to their attention and learning more about their concerns, we have agreed to let them out of the contract without penalty (as outlined in their agreement) and with a 30 day notice only.  We have confirmed the cancellation is in process.  Additionally, a credit for March and April invoices totaling $545.01 has been submitted.  A representative from our team has reachout to Mr. Mike Madson to follow up and understand if there are further concerns or questions.
Please let us know if there is any further information we can provide.  Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  The outcome is fair given how much time we invested trying to make things right with this company.  It seems, in hindsight, that they really need to designate an account representative and not bounce a client around from person to person as that became incredibly messy and confusing.  All in all, THANK YOU Revdex.com for your help in resolving this matter.
Regards,
[redacted]

We regret Mr. [redacted] continued dissatisfaction.  We attempted to reach him for further discussions regarding their disatisfaction, the detail on the outstanding balance, their expectations, and our nexts steps for resolution.  We did confirm with the Colorwheel Painting Team today, April 27, 2016, that the amount outstanding has been cleared.  We appreciate the feedback and patience from the Colorwheel Painting Team.  Please let us know if there are any further questions or concerns we can address.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I want it in writing a zero balance bill can't trust these liars  fraud theft how people have they scared and they just pd bill I want it in writing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not yet resolved.  The answer only addressed the timeline of when cancellation was made and what credit was appropriate in that regard.  To that effect, we're not happy with only being credited for 2 months, when service was so awful (and we'd been actively reaching out for months on end) that we finally had to just abandon Stericlycle and take back control of our phone line.   We do not feel "letting us out of an agreement" is appropriate language for a company that failed to meet its obligations.  Had they provided proper customer service in the first place, none of this would have happened and this has been greatly inconvenient and time wasting for us.Secondly, this answer failed to resolve other credits we felt we were owed.  A representative did reach out to us, but no adjustments have been issued to date.  All in all, this is far from being resolved.  I am still quite upset that I sent them a settlement check offer, with notice that if they cashed it I'd consider the account paid in full, AND THEY CASHED IT and yet asked for more money.  I believe this is illegal business practice, and it is certainly morally questionable.
Regards,
[redacted]

Since this was not one of our customers for the Brookfield office, I have been working with the Stericycle Client Services team to see who will be the right one to respond.  I believe [redacted] will be responding to you, but I have not received confirmation of that as yet. [redacted]...

[redacted]  |  Contact Center ManagerStericycle Communication Solutions  |  Brookfield, WIO: 262-821-5100  |  M: 414-405-5899  |  [redacted]www.stericyclecommunications.com

Review: I have complained to Stericycle Communications more than 20 times over the past few years about the fact that they routinely electronically answer my incoming client phone calls (new and current clients) right away with a recorded message of "Thank you for calling, we will be with you right away," but then consistently place that call on hold for 3-5 minues per call. This would drive me crazy because 90% of all new call business callers would hang up at that point, because no one in their right mind would wait that long to speak to a lawyer. They will invariably call someone else, costing me potentially $5-10,000 per prospective client lead. When I complained about this issue, it would never get better. But now I realize why - I received my latest billing statement and even though I initially signed up for a $100 per month plan for unlimited calls, my routine billing invoice is always around $250 per month - however this month it ballooned up to $350! When I called in yet again to complain, I found out why - Marie from Billing Inquiries at (866) 289-4107 advised me that it was my "minute overages" that had gone seriously over the allotted time period. Well, the problem with this, is that they are actually CHARGING ME PER MINUTE AS THEIR OWN OPERATORS PLACE MY NEW CALLERS ON HOLD. So, not only are these criminal fraudsters not answering my phone calls and thus losing new business, but that there is actually a FINANCIAL INCENTIVE for Stericyle Communications and their call operators to not quickly or efficiently answer them, and to keep my clients on hold for minutes on end, PER CALL. This is a double whammy financial rape and I am steaming angry. I demand a major credit to my current and outstanding bill, and I demand that my callers be spoken to within a few seconds of the call being picked up, and I demand that they eliminate the stupid verbosity per minute when all they have to do is transcribe a name, telephone number, email address, and a brief message. Please look at this institutionally corrupt financial fraud and scam wherein their criminal activity and enterprise, is literally BUILT INTO THEIR BUSINESS MODEL, as described above.Desired Settlement: Not only do I want a massive retroactive billing adjustment, but I want them to answer my calls and speak to the caller within a few seconds of the call being picked up, and to eliminate their financial windfall by screwing me and my clients, and driving new business away.

Business

Response:

We have escalated this customer's concerns. We are conducting a review of the charges he is questionning and will respond. Additionally, our team will be reaching out to review the current protocols and scripting in place to ensure it meets call handling expectations.

Consumer

Response:

Hello:

Review: Stericycle "upgraded" their answering service. We had to change the number our phone forwards to - which we did. They still have not setup our account correctly that someone can either leave a message, or talk to an operator to have us called in an emergency. Any messages were to be sent to an email. It has been over two weeks and you still cannot leave an un-urgent message. They are also not being forwarded by email. I am tired of waiting and why are we paying for a service that isn't providing us any service?Desired Settlement: Correct setup of our answering service.

Business

Response:

Firstly I would like to sincerely apologize for any miscommunication or frustrations that occurred with this conversion. 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] encountered and our management team will also review this complaint and address any specific employee follow up actions. Our team is reviewing this concern and will follow up with the client this week to address any concerns and questions with the call handling protocols and invoices.

Review: we never used this company do not know them and they have a collection agency billing us 588.78 we have called the corp office and the collection agency and they continue to harass us on the phone this is fraud and theft Dr [redacted]Desired Settlement: stop this ridiculous mistake

Business

Response:

We sincerely apologize for the frustration experienced by Dr. [redacted] and office. We believe part of the confusion is that the provider name for their answering services was originally 1-800-We Answer. Stericycle Communication Solutions acquired We Answer in 2014. We then began our attempts to contact Dr. [redacted]'s office regarding an outstanding balance provided to us through that transfer. Upon further review of the balance due, we have agreed to clear the amount owed. We apologize for any inconvenience. Please let us now if there are any further questions.

Consumer

Response:

Review: CANCELLED CONTRACT SEVERAL TIMES DUE TO POOR/LACK OF SERVICE. THEY WERE GIVEN MANY OPPORTUNITIES TO CORRECT PROBLEMS BUT FAILED TO DO SO AND BLAMED OUR OFFICE STAFF. WE WERE GIVEN PROCEDURES TO CANCEL THE CONTRACT BUT WHEN SPEAKING TO REPRESENTATIVES EACH ONE HAD A DIFFERENT VARIATION OF THE RULE. THE CONTRACT WAS CANCELLED BY PHONE, EMAIL AND US MAIL (ALL DOCUMENTED) BUT THEY WILL NOT ACCEPT THE CANCELLATION STATING THE CONTRACT TERMINATES 11/16 AND ARE BILLING US MONTHLY FOR SERVICES THAT ARE NOT BEING PERFORMED. WE HAVE PAID ALL FEES DURING THE TIME WE WERE USING THE SERVICE. WE WOULD LIKE THE BILLING STATEMENT TO REFLECT A ZERO BALANCE AND CONTRACT CANCELLED.Desired Settlement: WE WOULD LIKE A ZERO BALANCE ON THE MONTHLY STATEMENT BECAUSE WE DID NOT USE OR RECEIVE SERVICES FOR THAT TIME PERIOD. THE CONTRACT SHOULD BE CANCELLED AS REQUESTED LAST YEAR.

Business

Response:

While we regret Morrow-Syed ENT Association’s dissatisfaction, we believe we have acted in full accordance with the service agreement signed in November of 2013. The agreement includes a 12-month auto-renewal each November 1st, and requires a 60-day termination of services notice. Since their first request to cancel services in October 2014, we have worked with the customer on multiple solutions to address their concerns. Solutions including training, recommendations, and implementing a new process at no additional charge. Each time, we gained agreement with the customer on a new solution, to continue services, and continued regular follow up and confirmation. Client continued to provide data files for services through current of 2015. Additionally, on May 20th of 2015, we agreed offered to let this customer out of their agreement early at 50% less than the total as outlined in the agreement terms. Client did not respond and continued to provide data files for services. We regret that Morrow-Syed ENT Association remains dissatisfied with our services. Our offices will review all information including outstanding charges, services provided, and concerns and follow up with them by September 25th. Please let me know if you have any further questions. [redacted] | Director of Client ServicesStericycle Communication Solutions | Bedford, TXO: 817-785-5052 | M: 817-727-1555 | [email protected]

Review: I have attempted several times since Dec. 19th to cancel my service with this company, which I'd had for more than a decade. Company declines to cancel it and continue to send bills. Moreover, company has put a lock on the phone rather-- rather than delete my service-- so that I cannot access voice messages that are building up there AFTER I requested a termination of service. This is hurting my ability to work. It must cease.Desired Settlement: Allow me access to my voice messages and then cancel the service as I requested earlier this month, and refund payments appropriately. Enough is enough already.

Business

Response:

We regret any frustration or confusion this customer experienced. We have confirmed that the cancellation the customer requested was processed and completed. The account is not accessible after the services are cancelled. We are reviewing the account for any messages and are happy to provide that information to the customer. We will follow up with the customer. Thank you for bringing this to our attention.

Review: We are 12 years PhonePower clients. This business Stericycle took over PhonePower in 2014 and hiked up the prices without notifying us. The initial email after takeover mentioned that no changes will take place and everything will move smoothly. However, this business debited us $497 instead of $420 (that we have been paying last 12 years). They also invoice us other amounts that we have no idea about. WE PAY FLAT $420/year for this service as a one lumpsum payment.

We tried to contact the business on 14 occasions. They never contacted us back (except the last time with a useless response)

Here is the dates and list:

09/02/2014 [email protected] [person who sent the invoice]

09/03/2014 [email protected] [person who sent the invoice]

09/03/2014 [email protected] [person who sent the invoice]

09/05/2014 [email protected], [email protected] [person who sent the invoice, and our supposedly account manager]

02/09/2015 [email protected], [email protected] [person who sent the invoice, and our supposedly account manager]

02/13/2015 [email protected], [email protected] [person who sent the invoice, and our supposedly account manager]

02/22/2015 [email protected], [email protected] [our account manager in the company they acquired]

03/10/2015 [email protected]

05/09/2015 [email protected]

05/10/2015 customer service no no response

05/10/2015 call to our no asking someone from ppower to sort our account out [ no response again]

05/12/2015 [email protected]

On this last one, they did respond, but disappearrred again. After 2 more reminders over the course of 1 month, they resend us the invoice and did not attend to any issues.

This business needs to be investigated for their billing practices. You can't take over a company and start charging that company's 10+ year old clients left-right-center without informing them of the changes.

This company is plain bad business.Desired Settlement: Stericycle has 2 options:

1) Honor our existing pricing with PhonePower ($420/year flat single payment) and we carry on with the service.

2) Do not honor our PhonePower deal and cancel our service with no due amount.

We never had any agreement with Stericycle and we never obtained any service from them in the first place.

Business

Response:

Since this was not one of our customers for the Brookfield office, I have been working with the Stericycle Client Services team to see who will be the right one to respond. I believe [redacted] will be responding to you, but I have not received confirmation of that as yet. [redacted] | Contact Center ManagerStericycle Communication Solutions | Brookfield, WIO: 262-821-5100 | M: 414-405-5899 | [redacted]www.stericyclecommunications.com

This is my feedback to Stericycle when writing to cancel my account:
I am writing to cancel my account as of today. I have been extremely dissatisfied with my services. The quality of your services has progressively declined since my account opened 1 1/2 years ago. The quality has always been spotty, but previously there was one agent assigned to my account who directly addresses the issues as they come up. Since the restructure of eliminating one agent with each account to having a general team of customer service agents answering calls as they come, the quality of service has gone down drastically. There is this one particular incident 1 1/2 month ago when a small adjustment to my script was either programmed incorrectly or read incorrectly. This mistake has hurt my reputation with my existing clients and professions in the industry, cost me potential new clients by turning them away, and put my practice at risk for malpractice. I was on the phone for consecutive days with a representative for at least an hour each time across the globe between midnight to 3am in the morning attempting to correct your mistakes. I picked up your service to reduce my workload and to improve the quality of professionalism and customer service. What I received has been quite the contrary. Rather - during this process in attempt to fix a gross mistake, I felt stuck: The representative couldn't fix the problem in a timely way - dayS of inaccurately managing my calls; His supervisor refused to answer my request to speak to him; I was told there is no one else that I can go to work on this problem or to file a complaint. After all this - no one bothered to follow up with me and to apologize appropriately for the gross mistake. I'm not even asking for a compensation - which I believe is warranted. I'm asking for customer service - but there is none.
Let alone - the cost of the service continues to climb without any notification. Fees upon fees.

Review: We canceled service due to a tremendous lack in customer service and disputes over billing. The company accepted our offer of settlement, cashed the settlement offer check, and continues to bill us, and has not yet cancelled service and sent us yet another bill with even more charges.

We have all emails regarding cancellation, offer of settlement, terms of settlement, etc.Desired Settlement: Stop service. Stop billing us. Zero out the account in recognition that we made a legal offer to settle a disputed account and Stericycle accepted said offer. Also stop contacting us, as we've already given notice that further contact would be considered grounds for harassment, and clear our balance and name from your systems.

Business

Response:

First, we sincerely apologize for any miscommunication that occurred between our team and Colorwheel Painting. OUr goal is to provide world calss 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 this client has encourntered and have reviewed the complaint with our team.

Colorwheel Painting had a service agreement in place until November 2016. After bringing this to their attention and learning more about their concerns, we have agreed to let them out of the contract without penalty (as outlined in their agreement) and with a 30 day notice only. We have confirmed the cancellation is in process. Additionally, a credit for March and April invoices totaling $545.01 has been submitted. A representative from our team has reachout to Mr. Mike Madson to follow up and understand if there are further concerns or questions.

Please let us know if there is any further information we can provide. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is not yet resolved. The answer only addressed the timeline of when cancellation was made and what credit was appropriate in that regard. To that effect, we're not happy with only being credited for 2 months, when service was so awful (and we'd been actively reaching out for months on end) that we finally had to just abandon Stericlycle and take back control of our phone line. We do not feel "letting us out of an agreement" is appropriate language for a company that failed to meet its obligations. Had they provided proper customer service in the first place, none of this would have happened and this has been greatly inconvenient and time wasting for us.