Stericycle, Inc.

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 balance due on account #[redacted] as requested.

Although we believe our agreement to be entirely valid and enforceable, [redacted] Foot Care PC has been a good customer. In the interests of maintaining positive relations we will remove the fees billed on account #[redacted] leaving the amount due $0.00. We have enjoyed servicing the [redacted] Foot...

Care PC and we truly appreciate their business.

[redacted]The above complaint was addressed by offering to lower their agreement term from 60 mo to 36 mo by one of our managers, which was declined. We have reviewed the above account and believe we presented an amicable resolution for both parties, in addition changes to an account cannot be made without a signed agreement. If you have any further questions, please do not hesitate to let me know.   Thanks [redacted] Customer Service Team Lead Stericycle, Inc.

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.
Stericycle has proven that is willing to work with its customers and put them first. I am satisfied with Stericycle's professionalism.
Sincerely,
[redacted]

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 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 waive the penalties billed on Stericycle account # [redacted] leaving the amount due $0.00.

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

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. 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 reconnect with Ms. [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 Ms. [redacted] directly and can help to evaluate these options.

Initial Business Response /* (1000, 5, 2015/06/25) */
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 reach out to Ms. Hines directly in order to review potential solutions to this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, no one from Stericycle has contacted, or attempted to contact me, since this complaint was filed.
Secondly, in my complaint, I asked to see, specifically, what caused our rates to increase 57%; I received no response.
Finally, throughout my career, I have dealt with several waste management companies, and not a single one had any wording in their contracts where they could, at their discretion, modify the payment amount.
So, let me ask you - would you want to renew or extend a contract with a company that cannot keep track of who or when they contact someone, can modify their rates at any time during the term of the contract, and is either unwilling or unable to provide the reason as to why they chose to increase their rates? My company does not!
Final Business Response /* (4000, 9, 2015/07/02) */
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 Ms. Hines directly in order to review potential solutions to this matter. So far we have been unable to connect with Ms. Hines, but we hope that she will return our message and give us an opportunity to resolve her concerns. We will also continue trying to connect with Ms. Hines directly.

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by [redacted] that does not expire until June 1, 2018. 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.

Complaint: [redacted]
I am rejecting this response because:  I have attempted to contact Rich Sizelove at Stericycle daily.  I have left multiple messages even including my cell phone number to please return my call without success.
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: We have been trying to contact Stericycle both by phone message and emails but has not recieved any response
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did speak with a manager from your company. The only thing they have offered to resolve this, ANOTHER CONTRACT. We are not willing to sign up another contract just to get out of the one that was completed without the Dr's permission. We have asked to be let out of the contract, we do not need the drug box program, we do not use drugs in this office. We are not interested in your other programs. Do not lie and state you have reached out and cannot get a hold of me! Release the Dr of this contract and do not contact us to sell another one. If you are going to contact me, it should be to resolve the issue, not trying to get us in a different contract.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not desire to be in a long term contract with this company who has a reputation for overcharging for services we can receive for less cost elsewhere. They have abused our relationship and we desire termination of all contracts with cancellation fees waived.
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 NE Oral Maxiofacial Surgery. We have offered to work with NE Oral Maxiofacial Surgery 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 NE Oral Maxiofacial Surgery 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: As I stated in the earlier complaint, I truly believe it is their intent not to talk to me.  I have been very nice in every attempt to try to reach them numerous times with no response from [redacted] with Stericycle. His number is [redacted]. Please note that on August 3rd I called him at 1:15 PM, 2:15 PM, 3:15 PM and 5:00 PM.  On August 5th I called him at 9:50 AM, 11:15 AM, 1:15 PM, and 4 PM.  Each time I left a detailed message to please give me a call, that we would like to resolve the issue. He did call yesterday, Thursday at 9:05 AM which is my day off and I left him a detailed message several times on August 3rd that I would not be in the office on Thursday the 4th. This is their company protocol as I have stated earlier, not to be able to talk to the same person, not to return calls and not to be able to speak to a manager. He knew I would not be here on Thursday the 4th and called anyway.  Is that just so they can say they attempted to call me? Please feel free to try yourself, but I don't believe you have the time, they will wear you down.
Sincerely,
[redacted]

While we regret Mr. [redacted] dissatisfaction, we believe our contract to be entirely valid and binding as previously stated. 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.

Initial Business Response /* (1000, 5, 2015/09/15) */
Unable to locate account due to limited information provided. Please provide detailed information (i.e. account number, street address of customer location discussed in this claim, etc.) If you do not have any of this information, please attach...

a copy of a Stericycle invoice or agreement for the location discussed in this claim. Thank you.

Complaint: [redacted]
I am rejecting this response because: I cannot accept the response as it is not resolved yet. I will wait for the final response from the company in writing. Thank you.
Sincerely,
Franklin [redacted]

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

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.