Stericycle, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has the potential to be satisfactory to me.
The biohazard disposal companies in this area offer a rate ranging between $280-400 per month.  It's a fixed rate for 3-yr contract.  If Stericycle agrees to a similar deal, then we won't press charges.  We've already lost about $100,000 from doing business with Stericycle over the last decade.
Sincerely,
Dr. [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 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 Dr.[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] directly in order to review potential solutions to this matter.

I would like to sincerely apologize for any miscommunication that occurred. 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] Medical Center

As an attempt to reach a compromise here, Stericycle will bring the balance down to $500.00. We feel this is an amicable resolution for both parties.

Initial Business Response /* (1000, 5, 2015/09/22) */
While we regret Ms. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Center for Primary Care & Prev office. We have offered to work with Ms. [redacted] on potential...

resolutions to this matter, however this account does have a signed service agreement on file that does not expire until August 1, 2020 and 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has taken complete advantage of my office, speaking with different people from my office, they have three different contracts signed by three different people. The company has not offered any real solutions other than further binding contracts. The company has been rude and their customer service has been horrible. If we continue with this company, they are only going to find reasons to add additional costs. We have to hide boxes to keep them from picking up additional boxes that may be empty and charging us extra, and we installed cameras to record everything in our office. They have broken our trust. Their company is dishonest and will try to use their contract to gain revenue that is not rightfully theirs. Targeting small practices is very wrong. It doesn't dismiss the fact that they were dishonest about pricing. They backed my office in a corner by picking up extra boxes that were not authorized and charging us for it, thus making us sign another contract or be penalized. Why can't we access the receipts for pick ups on those that received overage charges if they aren't wrong? I have every other receipt. As an office, these are things we keep track of. Why do we have to hide our boxes if the driver is only making authorized, scheduled pick ups? How is this resolving the issue? Never once did they offer any customer service, the driver is always angry, and the customer service representatives only support and make excuses for any discrepancies and tell us how we can help them. I have to talk to several different people with their office before having someone finally tell me that we basically have to deal with being done wrong because that's just the way they do business, when that's not what they marketed themselves as.
Final Business Response /* (4000, 9, 2015/09/28) */
While we regret [redacted] dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with Center for Primary Care & Prev. and believe we presented an amicable resolution for both parties. As an attempt to reach a compromise here, we will offer to meet in the middle and Stericycle will waive half of the current liquidated damages charge of $1,885.00. Leaving the balance due $942.50.
Final Consumer Response /* (4200, 11, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before, we feel very taken advantage of. The fact that we were told to hide our boxes to prevent them from being picked up is absurd. At first the driver went to each room to pick up sharps containers to fill the boxes. Then once we put a stop to that, he started collecting extra boxes, and your lack of customer service towards the situation we find quite bothersome! We should not have to continue a contract with a company in fear of what they might try to do next to increase their revenue by taking advantage of a smaller company. They were very dishonest about the prices they quoted us. We were promised our original price and did not get that. We were never offered a lower contract term although we have been with the company for 2 years. We were backed into a corner to sign another 5 year contract. above all we were treated with disregard and have to deal with very unprofessional employees from their company. Any time I call, I get passed to several different representatives before being offered another 5 year contract as the only resolution. We would like to just part ways with this company. We fear that if we continue on with this company, we will be struggling to maintain for the next five years having to look over our shoulder to make sure that there aren't any surprises. It is unfair to have to monitor every move a company makes due to them being dishonest and their lack of customer service. We would just like peace of mind. We do not wish to continue our contract and due to the damages and time spent on trying to correct this action, it cost our company time and we had to research our files to support the fact that we were being lied to. All of that was done initially to justify what happened, but instead it further highlighted the wrongdoing of their company and the manipulative maneuvers they have made just to earn an extra dollar which was not earned honestly. Scamming people with lies and manipulating situations and having a contract that protects the dishonest company and not the honest customer is very unethical and is cruel. There is no way that this is not against the law. I may not be a lawyer, but right is right and wrong is wrong. It is clear that stericycle is not here to render a service to us, but rather to take advantage of our company as we are trying to grow. We have a lot to accomplish as a new company, but not to the extent that their negligence has gone unnoticed. We pride ourselves on our honesty and each and every one of our patients love coming to our facility because we are kind and compassionate and honest. We refuse to be associated with such a company. The way the company is handling this situation is only adding to our trust issues with them. All we want is the contract terminated.

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 August of 2010, and did automatically renew in August of 2015. We continued to provide service as scheduled until we were requested to cancel the account in December of 2016. At the time of the cancellation request we did offer to work with Ms. [redacted] on a modified service agreement that could be adjusted to suit any changes in his medical waste needs, however she declined our offers. In closing, although we believe our contract to be entirely valid, in the interest of maintaining positive customer relations we will agree to waive the penalties previously billed leaving the balance 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 Ms. [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 Ms. [redacted] and believe we presented an amicable resolution for both parties. As an attempt to reach a compromise here, we will offer to meet in the middle and Stericycle will waive half of the current liquidated damages charge leaving the total amount due to Stericycle including the fees for service rendered $24,460.33.

We truly appreciate the opportunity we have had to serve [redacted] over the years and wish continued success for the business.

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 connect 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.

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.

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.
We are more than willing to work with our customers to find a service program with a rate that works for them. We will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.

Although we believe our agreement to be entirely valid and enforceable, [redacted] Medical Ctr has been a good customer to us over the years. In the interests of maintaining positive relations we will cancel account #[redacted]-001 without penalty as requested. We truly appreciate the opportunity...

we have had to serve [redacted] Medical Ctr over the years and wish continued success for the business. 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 Tuesday July 12th, 2016.

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.
Could you please ensure that we receive a final statement from Stericycle showing our account closed with a zero balance due.  Also, please have their collection agency submit to us an updated final statement that shows the collection balance has been reversed with a zero balance due and no further collection efforts will be undertaken.  Thank you in advance for your understanding in this matter and your prompt attention to resolve the issues.
Sincerely,
[redacted]

Although we believe our agreement to be entirely valid and enforceable, [redacted] has been a good customer to us over the years. In the interests of maintaining positive relations we have cancelled account # [redacted]; we will agreed to waive the fees billed, leaving the account balance due $0.00.

Dear Ms. [redacted],
This letter is in response to your Revdex.com Complaint dated October 19, 2016 regarding Revdex.com Case [redacted].
I would like to sincerely apologize for any miscommunication that occurred between our representative and Ms. [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 Ms. [redacted] has encountered and our management team will also review this complaint and address any specific employee follow up actions.
On October 18, 2016 Ms. [redacted] spoke with one of our representatives about canceling the Voice Mail service and there was no cancellation specialist available to take the call at that time. The billing specialist did send a request to the cancellation team and they did process the cancelation and issued a credited for $213.13, which was processed the next day leaving the amount due $0.00.
Again, please accept my deepest apologies in this matter and do not hesitate to contact me if I can be of any further assistance to you.
Sincerely,
[redacted]

While we regret Mr. [redacted] dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Mr. [redacted] that does not expire until July 1, 2017. 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 offer to meet in the middle and Stericycle will waive half of the current liquidated damages charge leaving the amount due $627.56.

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. Nonetheless, we value [redacted] J. [redacted] DDS 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 and removing the fees billed after cancellation, where no service were rendered.

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