Stericycle, Inc.

I would like to sincerely apologize for any miscommunication that occurred between our CS Support Line and Mr. [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 Mr. [redacted] has encountered. The cancelation was received on June 10th and submitted & approved that day. Due to the timing of the cancelation a quarterly invoice was already sent. That invoice will be credited and Mr. [redacted] will not be expected to pay that. The credit will be in the amount of $117.48 (a quarterly VM base fee $84.90 and 2 late fee invoice for $16.29 each) Also the total cancelation process will be completed at the end of the month. A voice mail message has been left for Mr. [redacted]. Please accept our deepest apologies in this matter and do not hesitate to contact us if we can be of any further assistance to you.

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.

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] as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed to terminate their Stericycle account #[redacted] without assessing liquidated damages, 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.

While we regret Mr. [redacted]’s dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with Mr. [redacted] and believe we presented an amicable resolution for both parties. As an attempt to reach a compromise here, we will remove the fees billed leaving the amount due 0.00.

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. As an attempt to reach a compromise here,...

Stericycle will waive the current liquidated damages charge of $1,832.49 leaving the account with a zero balance due.

Initial Business Response /* (1000, 5, 2015/09/14) */
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] Clinic for Women as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed to terminate their account removing the liquidated damages previously assessed.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms. [redacted], We regret your dissatisfaction regarding the fee’s billed and appreciate the opportunity to address your concern. At Stericycle, 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. ...

After reviewing our internal records, we believe we have acted in full accordance with the service agreement for Regulated Medical Waste and Hazardous Drug Disposal agreed to and signed by Yolanda [redacted], effective April 1, 2016 that does not expire until April 1, 2021 and which included early termination fees if the Customer terminated the agreement early.We have offered to work with your office on a potential resolution 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 liquidated damages previously billed from $ 9,780.62 to $ 2,445.15 as a courtesy, effectively removing the service fees billed November 1, 2017, leaving the amount due to Stericycle $ 2,445.15 on account #[redacted] Please remit payment to: Stericycle Inc. HCS Escalations 4010 Commercial Ave Northbrook, IL 60062 If you need to make payment arrangements please contact: Collections @888-200-4821 Upon receipt of the amount due we will close the account and no further amounts will be due to Stericycle. With this offer and receipt of payment we will consider this matter resolved.

While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Dr. [redacted] that does not expire until April 1, 2019. We have offered to work with Dr. [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 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.

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]

While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] Dental Care that does not expire until June 1, 2020. We have offered to work with [redacted] Dental Care 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] Dental Care 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 [redacted] requirements. This is a multi-million dollar investment that Stericycle has made in order to remain complaint with federal guidelines.
Nonetheless, we value [redacted] Dental Group as a long time Stericycle customer and in the interest of maintaining positive relations we have agreed 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 Friday July 29th.

One of our Managers has reached out to Mr. [redacted] directly in order to review potential solutions to this matter.

Initial Business Response /* (1000, 6, 2015/09/29) */
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.

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]
Thank you for sending me the response from Stericycle.  I'm not prepared to "accept" the response just yet but I'm optimistic that we can work something out.  Please have a Manager from Stericycle call Krystal [redacted] at [redacted] to see if we can work out something that both sides can agree to.  
Sincerely,
Jana [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.

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]

We have had one of our Managers reach out to Dr. [redacted] directly, in order to review potential solutions to this matter. We are currently in receipt of newly signed agreement and consider this matter 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 Mr. [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. Morgan directly in order to review potential solutions to this matter.