Stericycle, Inc.

Although we believe our agreement to be entirely valid and enforceable, Dr. [redacted] has been a good customer to us over the years. In the interests of maintaining positive relations...

we will cancel account # [redacted] without penalty as requested. 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 January 13th.

Complaint: [redacted]
I am rejecting this response because:   I have spoken to someone regarding the complaint.  They want us to extend our contract for another 2 year period which does not work for us.  Please look at our records again!  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We have asked multiple times for management to contact us and have yet to hear from anyone.  I would like to speak with the CEO as soon as possible regarding a resolution.
Sincerely,
[redacted]

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], we will continue trying to connect with Ms. [redacted] directly and can help to evaluate these options.

Initial Business Response /* (1000, 7, 2015/06/15) */
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 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 her concerns. We will also continue trying to connect with Ms. [redacted] directly
Initial Consumer Rebuttal /* (3000, 9, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stericycle's response is unacceptable because I have told them verbally and in writing that we do not want to renew our contractual agreement with them. I think they have unfair sales practices and that they took advantage of us for 4 years by intermittently raising our monthly rates, resulting in a 255% increase by March of 2014. We have lost all trust in their ability to deal fairly with us. We no longer wish to do business with a company with such unscrupulous practices. We have been charged and have paid more than $40,000.00 above our agreed upon rate in a 4 year period. Our legitimate contract ended in April of this year. I notified Stericycle via email of our desire to sever our relationship with them. I think that I was contacted once since I notified them of our intention and I told them that we did not want to renew a contract with them and why. No one from Stericycle has responded to my email with an email. I have additional information to send to you for your review.
Final Business Response /* (4000, 13, 2015/06/29) */
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.
However, we are more than willing to work on finding a solution and will have one of our Managers reach out to Ms. [redacted] directly in order to review potential solutions to this matter.

Initial Business Response /* (1000, 5, 2015/09/02) */
Firstly I would like to sincerely apologize for any miscommunication that occurred between our Sales Associate and Dr.[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 Dr.[redacted]has encountered and our management team will reaching out to Dr.[redacted]directly in order to review potential solutions to this matter.

Initial Business Response /* (4001, 17, 2015/07/06) */
While we regret Mr.[redacted] dissatisfaction, we believe our contract to be entirely valid and binding. We have attempted to resolve this matter by offering to negotiate with[redacted] and[redacted] Family Dentistry 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 charged, or $5,002.42.
Initial Consumer Rebuttal /* (3000, 20, 2015/07/08) */
We have reviewed the response of the business and still disagree with their business practices. We had retained an attorney to negotiate with the business. The attorney discussed all settlement options with the business and was informed that we could not even rescind the cancellation and that the contract cancellation was due and owing. The business attempted to make us enter into a new contract for another extended amount of time and would credit the invoice from the cancellation. The contract practices of the business are strong handed and abusive to small business owners. We believe any settlement or payment at this point would further encourage this one sided contract negotiations. We would rely upon our original filing and requests.
Final Business Response /* (4000, 22, 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.

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]

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 will remove the penalties previously billed on account # [redacted] leaving the amount due $0.00.

While we regret Ms. [redacted] dissatisfaction, we believe our contract to be entirely valid and binding, 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.  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 one of our Managers working directly with Ms. [redacted] potential solutions to this matter.

Complaint: [redacted]
I am rejecting this response because: whatever reasons you have! I really think you have acted in bad faith. Once again I am requesting Stericycle to waive the remaining penalty. Thank you!
Sincerely,
[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 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 Mr. [redacted] directly in order to review potential solutions to this matter. So far we have been unable to connect with Mr. [redacted]s, but we hope that he will return our message and give us an opportunity to resolve their concerns. We will also continue trying to connect with Mr. [redacted] directly and can help to evaluate these options.

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.

While we regret Mr. [redacted]’s dissatisfaction, we have reached out to Ms. [redacted] regarding the credit card request inquiring about a refund.
This credit card autopay was...

setup by your place of business to process credit card payments. As for the amount billed for the liquidated damages, we believe we have acted in full accordance with the service agreement signed by [redacted]’s office. We have offered to work with [redacted]’s office 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],DDS 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.

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.

While we regret Mr. [redacted]’s dissatisfaction, we believe we have acted in full accordance with the service agreement signed by Mr. [redacted] that does not expire until May 2019. We have offered to work with Mr. [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. 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 as a courtesy leaving the amount due $ 2,198.45.

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.

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]

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 will cancel account # [redacted] without penalty, effectively removing the fees billed after cancellation leaving the balance due $0.00.