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Business Profile

Document Shredding

The File Depot

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Document Shredding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:10/07/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business was contracted to shred two pallets of sensitive documents on 9/30/24. Initial payment was made on a credit card. Assurances were made by the owners that we would be notified when the document shredding was complete. We would receive a confirming email. They even offered for us to view video of the first few boxes being shredded. The documents were picked up.Since then, none of the promises that were made were kept. None of the the so-called services offered were actually accessible. Since document pick up, there has been no communication after we left multiple phone and email messages. We are not sure if these sensitive documents even got shredded. We are not sure how this business could possible have an A+ rating with BBB.

    Business Response

    Date: 10/21/2024

    Mr ******:

    I am terribly sorry for the miscommunication as it pertained to your one-time shred service on September 18.  As you had recounted, you contracted The File Depot to accomplish secure destruction services on two pallets--38 cartons--of obsolete records from your business.  Our promise was to shred those documents within 48 hours as is our policy for one-time shred projects.  Upon completion of that shredding activity, we were to have a Certificate of Destruction created and sent to you, as evidence of secure destruction.  It is always our intention to complete this process quickly, as our payment process hinges on our delivery of this key document to you.  Unfortunately, our process broke, and while the physical shredding of your documents occurred as planned, the completion of the certificate did not.  Since we don't bill until the certificate is created, we did not charge you for the services we had actually rendered.

    Since your complaint, we have reviewed and modified our process to ensure zero slippage of one-time shred projects does not happen.  Our General Manager, whom you spoke to earlier this month as we rectified the paperwork process, is now solely responsible for ensuring all certificates are sent out immediately upon receipt from the warehouse.  We also added an audit step at the end of the week to review all one-time shred projects for completion and status (a typical week can see up to 15 one-time shred projects).

    We do hope our attentiveness after-the-fact was enough to provide resolution to this unfortunate slip on our part.  And we thank you for highlighting a gap in our process that could cause additional harm to our credibility if left unchecked.  Please reach out to me directly at ************ should you wish to address our updated shred process with me.

    Best,

    **** W ********

    Owner

    The File Depot of *********

The File Depot is NOT a BBB Accredited Business.

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