Stericycle, Inc.

While we regret Ms*** dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by
offering to negotiate with Ms *** and believe we presented an amicable resolution for both partiesAs an attempt to
reach a compromise here, we will cancel the account without penaltyWe truly
appreciate the opportunity we have had to serve Big Ridge Family and Cosmetic over
the years and wish continued success for the business. We will be sending one of our service
personnel to Big Ridge Family and Cosmetic location to remove any remaining
Stericycle boxes or tubs on Thursday
January 7,

While we regret Mr. [redacted] dissatisfaction, 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 client’s 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] without penalty as requested.  We will be sending one of our service personnel to your client’s location to remove any remaining Stericycle boxes or tubs on Friday May 27, 2016.

Initial Business Response /* (1000, 14, 2015/06/30) */
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] MD as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed terminate their account and remove liquidated damages charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  We appreciate Stericyle's settlement to remove the penalty of $13,680.62 and the fees where no services were rendered in the amount of $6,112.27.  The removal of the penalty and fees leaves [redacted] Community College with a zero (0) balance.  Please notify [redacted], the collection agency that has contacted the College on your behalf, that our account has been settled and there is no balance owed.  The College appreciates your time and effort on our account. 
Sincerely,
[redacted]

While we regret Ms. [redacted]’s dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Ms. Ingram that does not expire until December...

1, 2020. We have offered to work with Ms. [redacted] on potential resolutions to this matter, however they have insisted upon proceeding with termination of their service agreement. Nonetheless, we value [redacted] EMS as a Stericycle customer and in the interest of maintaining positive relations we have agreed to waive half the liquidated damages charge, leaving the balance due $4,219.15. 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.

So
far we have been unable to connect with Mr. [redacted] to resolve this matter, but
we hope that he will return our message promptly. We will also continue trying to connect with Mr. [redacted] directly in order to
continue reviewing solutions to this matter.

While we regret Dr. Juan [redacted] dissatisfaction,
we believe we have acted in full accordance with the service agreement signed
by Dr. Juan [redacted]’s office. 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.  Nonetheless, although
we feel the contract under which we have operated is entirely valid, as a
measure of good customer relations, we will agree to remove the $4,792.07
balance shown on account #[redacted]. We truly appreciate
the opportunity we have had to serve Dr. Juan [redacted]'s office over the years and wish continued
success for the business.

Complaint: [redacted]
I am rejecting this response because:  As much as we would like to settle amicably, the business is not doing good and we have been experiencing a downward trend. This is one of the compelling reasons we had to cancel our contract. In view of our current business situation, we would like to negotiate the amount to what we can afford which is $700. If you can please accept this amount as our cancellation fee. 
Sincerely,
[redacted]

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

While we regret Mr. [redacted]’s 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.
This particular agreement was signed in November of 2014, and did automatically renew in November of 2015. We continued to provide service as scheduled until we were requested to cancel the account in April of 2016. At the time of the cancellation request we did offer to work with [redacted] Dental Group on a modified service agreement that could be adjusted to suit any changes in his medical waste needs, however they declined our offers. In closing, although we believe our contract to be entirely valid, in the interest of maintaining positive customer relations, we have agreed to waive the early termination fee previously billed leaving the amount due $0.00.

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,
Luis [redacted]

We will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.

Our records indicate we have reached resolution with our customer regarding this matter.

While we regret Wendy [redacted]’s 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] Care on potential resolutions to this matter, however they have insisted upon
proceeding with termination of their service agreement. Nonetheless, we value [redacted] Care as a long time Stericycle customer and in the interest of maintaining positive
relations we have agreed terminate their account without assessing liquidated
damages.

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 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, 2015/08/13) */
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:While Stericycle may regret my dissatisfaction they are not doing enough to address my valid concerns over the mismanagement of our contracts. The following is information forwarded to Mt [redacted] this morning which speaks to his efforts on resolving our concerns and what we feel is a valid  resolution for both.Good morning Frank,Sorry for the delayed response. I have been dealing with other issues. This is a pressing issue for me and I honestly am very frustrated with how your firm has managed our accounts.Respectfully, you have failed to address all of my concerns. Maybe you should go paragraph by paragraph and answer them. Especially below…..You have not addressed the following:·         how you can justify the 7767% price difference in the same market·         the deliberate harassment and high pressure unsolicited calls (your department or not, you are the person managing our account you should control it, especially to Jack [redacted])·         the contracts presented for Bel Air and Havre de Grace (8083596 and 8235989) not even signed by an employee. All seems to be brushed over.  Your company has taken advantage of us for being a long term customer and now you have an opportunity to right it, and you simply are not doing enough. I do sincerely hope you will take everything into consideration and be reasonable. I am sorry you feel you have been reasonable thus far, but really you have not. I feel that my offer to provide a per box fee for my locations of $14.78 to match the rate at our facility in Mt. Airy is a fair and reasonable request.You claim to have offered me a rate of $33.59 per container. Please do not compare apples and oranges. You offered monthly fees and claimed they would average around $45 per box in your offer sent on May 8th. This is the only offer your firm has made through this entire process repeating it is the best you can do, when I can see from my own accounts and the competition in the marketplace that you can do much better.o   The first line of your spreadsheet was for account 8177601 at 26 containers at a rate of $130.00 plus enviro (15%) equaling $149.50 per month.o   Over a year is $1,794/26 containers allotted is $69.00 per container.o   Not sure how you see that as $33.59.o   The range was $14.34 per box to $69 per boxo   The bigger issue here was you want container allotments and flat monthly fees as opposed to charging me for what I actually ship. This is a one-sided proposition. It is virtually impossible to predict exactly how many boxes we will ship per year. If we are under the allotment our cost per box is higher, if we are over you charge the per container fee plus 10% per container. This is all too much to try to keep track of. We sent over a counter offer on May 11th, (Samantha [redacted] emailed you) which I understand you rejected indicating your offer was the best you could do. The counter offer which I feel is more than reasonable is below that was sent to you on May 11th. You had every opportunity at that point to explain how you come up with $33.59, you did not. Counter Offer Sent May 11th :1)      The accounts in yellow are all under current agreements. We need the terms for the Taneytown location (8120534). We have not received the back pages of the agreement with the termsa.      They want to honor these agreements2)      He expressed that the pricing he is offering is the best he can do on the locations. Encore @ Turf Valley he reduced the number of boxes but didn’t adjust the rate per box. The effective rate is not close to $45 it is close to $69.00 per containera.      Can he match the $25 per box we are receiving from the competitors for the following locations. We would still do the month rate structure to keep it simple. Please see if this would be agreeable.                                         ...⇄ I.      Encore @ Turf Valley1.      81776012.      $55 per month effective 5-1-15                                     ...⇄ ii.      Mays Chapel1.      81478232.      $55 per month effective 5-1-15                                     ...⇄ iii.      Havre de Grace1.      82359892.      $55 per month effective 5-1-15                                     ...⇄ iv.      Bel Air1.      80835962.      $55 per month effective 5-1-15                                     ...⇄ v.      Mt. Airy (new contract)1.      80207282.      New Rate Structure effective 6-1-15 since billed in arrears                                    �...⇄ vi.      Riverside (reduce service to every other week)1.      80212612.      New Rate Structure effective 6-1-15 with service reduction3)      If he can match the rates, they would do a 36 month agreement. Rates restricted in year two and three to a 6% rate adjustment. 4)      $25 for any additional boxes above the allotted container count annually.This was not aggregable on your part, and I feel it was very reasonable. I have been more than patient while we attempt to resolve this in good faith, and in the meantime we have received ridiculous price increases at some of our locations coupled with high pressure unsolicited phone calls, for new contracts at several other locations. All this while you are threatening to charge us penalties if we wish to terminate. Now since this time we have found that Bel Air and Havre De Grace were not signed by employees. The contracts were not represented as contracts nor presented to the proper company representatives (Administrator) for signature. They were both sent to a housekeeping employee at another facility. Each site is an individual entity with individual administrators. These two locations need to be cancelled immediately with no penalties. These contracts are not valid. An accounts payable clerk processing an invoice for payment with no knowledge of a contract does not indicate acceptance of a contract. The second we saw who was on the contracts we notified Stericycle they were not valid and asked for you to provide valid agreements. You still have not provided a valid contract for either site. You refer to discounts you have given in return for new agreements. I certainly do not find them to be discounts, but I do find them to be overcharges. You increase rates and create ridiculous fees to create the illusion of a discount. Your fees to our company are far exceeding the market rates we can get from 5 different competitors. You are increasing our rates by 18% every six months. This is excessive. You claim that you could affiliate our account to prevent the calls to our facilities. You also claimed to have done this several times, yet we are still peppered with these calls. The account has been affiliated since May. You were able to immediately update the billing. As I started my email to you this is a pressing issue that I want resolved. It has been stretched out by your firm for way to long. That is why I went to the Revdex.com. I am not accepting any price increases, any new contracts, nor do I want any more badgering of my facilities for new services nor new contracts. You have just simply said repeatedly the offer is the best you can do. We both know you can do better. I would like a reasonable solution and to resolve this. I certainly understand why Stericycle would just stall over and over while collecting these fees. This is why I asked the Revdex.com for support. At this point I am willing to do the following:1)      Terminate the services at these locations no penalties. Contracts not signed by an employee Bel Air and Havre de Grace (8083596 and 8235989)2)      Cancel Encore due to the harassment of Mr. [redacted] after repeated requests to stop (8177601) with no penalties3)      Maintain the rate at Mt Airy with no rate adjustments. 80207284)      Charge a true per box rate with no other fees of $25 per container for the following locations through the remaining term of each of these agreements. a.       8120534, 8021084, 8200234, 8021261I have been very reasonable, In your email you state that you would be happy to work with me, so I am asking you to do just that.I am not authorizing any price increases from your firm. You are creating a financial hardship on our company with these excessive price increases. I want the service to be terminated without any penalties or contract re worked as indicated above. Stericycle has been paid timely and we have been a long term customer. I am disappointed that we have not been able to resolve this, but I am even more disappointed in how this has been handled by Stericycle. I have made an offer that I feel is fair and reasonable to both parties. We are not paying any increases, so we should resolve soon. I do not want any collections calls to my firm nor services interrupted as a result of our not accepting your rate adjustments. Thank you,
Sincerely,
Chris Fischer

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

Please note
that 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.  This
particular agreement was signed in January of 2009, and did automatically renew
in January of 2015. Nevertheless,
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 had one of
our Managers reach Mr. [redacted] directly in order to review potential solutions to
this matter. So far, we are in the process of discussing a resolution with Mr.
[redacted] and will continue our efforts until resolved.

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.