Stericyle formerly known as Appletree Answers Horrible Service, Delay and Ignore their Customers Nationwide

We signed up with Appletree Answers and were relatively happy with their service.  Then they were acquired by Stericyle.  That's when the trouble began.  First they could not keep any account managers.  We went from having an assigned account manager, to having no one and emails and calls going unanswered. Then last summer we started seeing very long hold times (August had an average hold time of 3 minutes for our customers).  We had 2 issues that required immediate management involvement and we waited weeks for anyone to get back with us. 

Finally in July, Stericyle wanted us to sign a new contract (likely to cover up the fact that they had changed the terms of our contract without our knowledge).  We refused.  The guy trying to get us to sign the new contract wanted to know why.. So we explained all of the issues we had been having.  He said he would try to help.

All i wanted was the usage reports beccause our bills had gone up significantly but our calls (number and duration were not going up). Fast forward many months... we asked for this information for several months (alll the while paying our bills). Finally in October we decided we had to terminate.  Stericyle offered to move us to a different call center. So we gave them the opportunity, all while still asking for the usage reports because our bills were abnormally large.

We moved and the actual service was slightly better but we still could not get any of the billing issues addressed.  So we made the decision to go with another company in January and terminated our service in February.  We continued to receive what we believe are invoices which do not reflect our original contract, we still had not received the usage reports and no one would ever answer any questions.

After receiving no help with the last invoice and no one ever responding to our concerns, we decided to hold off paying the last bill until they provided the usage reports that we requested.

We filed a BBB complaint and heard back from the company almost immediately.  DBarber apologized and made an offer to issue a credit of $2200.00 (which is more than we owed on our last invoice) and close our account. We agreed to offer with a note of concern about the credit and the erroneous comments about having already provided the usage reports and our refusal to accept their $100 reduction in the bill.

Instead we received another bill, a notice for termination and collections.  When we got the BBB involved, DBarber then explained that they had already given us $2200 credit and that we still owed the entire amount of the last invoice. 

Clearly they just wanted to look like they worked with a customer and had no intention of looking into the situation... their offer was a complete lie.

Whatever you do, do not do business with this company.  I wish i had the hours and hours and hours I spent trying to get first - good service and then finally - just away from this horrible company.

Do yourself a favor and pass on this company for your telephone answering services.