Stericycle, Inc.

While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement agreed to and signed by [redacted] MD, effective November 1, 2013 that does not expire until November 1, 2018 and which included early termination fees if the Customer terminated...

the agreement early. We have offered to work with [redacted] MD 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.
In consideration of our service relationship Stericycle is willing to reduce the penalty previously billed from $ 871.99 to $ 436.00, leaving the amount due to Stericycle for penalty and service rendered $ 584.50.

As an attempt to reach a compromise here, Stericycle will accept the settlement amount of $4,000.00 previously paid. We believe this is an amicable resolution for both parties.

While we regret Ms. [redacted]’ dissatisfaction, we believe we have acted in full accordance with the service agreement agreed to and signed by Ms. [redacted], effective August 1, 2016 that does not expire until August 1, 2019.This agreement allows 2 containers for the year and we collected 4 containers to date, leaving the container overage at 2. Our agreements reflect an additional charge for service usage above the contracted amount which includes surcharges for excess waste volumes significantly greater than average volume for similar generators or exceeding maximum allowable containers per year shall be subject to a surcharge and early termination fees if the Customer terminated the agreement early.
Nonetheless, although we feel the contract under which we have operated is entirely valid, we value our customers and as a measure of good customer relations, Stericycle will removed the additional container charge as a courtesy leaving the amount due for the additional containers billed $0.00. We will have one of our Managers reach out to Ms. [redacted] to review a solutions for the continued service.

Initial Business Response /* (1000, 9, 2015/07/30) */
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.

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]i directly in order to review potential solutions to this
matter.

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 remove the penalty as requested effectively removing the fee’s billed were no services were rendered.

Complaint: [redacted]
I am rejecting this response because:Can't Stericycle do better than that please? The contract is due in a few Months not Years! Why not waive the full amount instead.
Sincerely,
[redacted]

While we regret [redacted] 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] on potential resolutions to this matter, however they have insisted upon proceeding with termination of their service agreement.
Nonetheless, we value [redacted] as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed on terminate account number 8052466, removing the liquidated damages and fee’s billed after cancellation, leaving the balance due 0.00.
We truly appreciate the opportunity we have had to serve [redacted] DMD over the years and wish continued success for the business.

Complaint: [redacted]
I am rejecting this response because this was not a response, but a statement acknowledging our dissatisfaction.

Initial Business Response /* (1000, 5, 2015/07/15) */
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.[redacted] directly in order to review potential solutions to this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our practice has no interest in circling back through various Stericycle reps to review new agreement options and enter into more extended contract periods. We would like the account closed with no further charges.
Final Consumer Response /* (4200, 11, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We seek immediate termination of this contract with Steri-cycle, with no further fees.
Final Business Response /* (4000, 13, 2015/08/07) */
While we regret Ms.[redacted]'s dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted]. We have offered to work with [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] 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.

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]
Medical Examiners as a long time Stericycle customer and in the
interest of maintaining positive relations we have agreed to terminate their
account without assessing liquidated damages.  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 Thursday December 17th.

On 4/29/2016, we had one of our Managers attempt to reach Ms. [redacted] directly. So far we have been unable to connect with Ms. [redacted]. Our manager has also sent an email to [redacted]@gmail.com with no response, we hope that she will return our message and give us an opportunity to resolve their concerns. We will continue to reach out to Ms. [redacted] directly.

Initial Business Response /* (1000, 5, 2015/07/30) */
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.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
their pricing is so much higher than the competitors and unreasonable for the service rendered. ONE box a month for 800 dollars per month is really robbery. I was told I could pay $10,500 to get out of the contract which was presented annually but actually is for 5 years and is very misleading. they have the right to raise the prices at anytime and they have doubled our price while the competitor pricing from FOUR competitors is 1000 times less. 800 annually for same service from 4 different vendors.
Final Business Response /* (4000, 11, 2015/08/21) */
While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by[redacted] Clinical Research. We have offered to work with[redacted] Clinical Research 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] Clinical Research 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: If Stericycle indeed value us being their customer. They will remove all those fees completely.
Sincerely,
[redacted]

Please note, 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. In closing, we believe we acted in full accordance with the service agreement signed by your office. However, as a means of maintaining positive customer relations, we will agree to waive the early termination fee previously assessed, effectively removing the fees billed where no services were rendered on account #[redacted], leaving the amount due 0.00.
We truly appreciate the opportunity we have had to serve [redacted] over the years and wish continued success for the business.

Initial Business Response /* (1000, 5, 2015/07/09) */
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, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can change the frequencies all they want and change the level of their program but they still "per their contract" they will pick up all of the waste which they have not done. Going on several weeks increasing the amount we have every week. Now wants to make a "special pickup" and charge me extra for it. We have followed the contract and kept up what we would do and they have not. Easy solution. We want out.
Final Business Response /* (4000, 9, 2015/07/17) */
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.

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.

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 a response within 7 days.

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement agreed to and signed by [redacted] on January 5, 2017 that does not expire until January 1, 2022. We have reviewed your account and found on January 4, 2017 we received a call from [redacted] requesting to remove unused services and to cancel additional locations services, but leaving the [redacted] Medical Spa in [redacted] active. In order for any [redacted]ges to take effect on an account a new agreement is generated of the [redacted]ges and a signature is required, this agreement included a 5 year term service as did the previous agreement from 2015.
As a an attempt to reach an amicable resolution we have offered to reduce the amount due to Stericycle from $ 15,587.04 to $ 7,793.52 as a courtesy on account # [redacted]-004. Should [redacted] Medical Spa 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.
Please remit payment to:

Stericycle Inc.
HCS Escalations
4010 Commercial Ave
Northbrook, IL 60062
If you need to make payment arrangements please contact: Collections @888-[redacted]
Upon receipt of the amount due we will close the account and no further amounts will be due to Stericycle. With this final offer and receipt of payment, we will consider this matter resolved.

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]