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Business Profile

Data Processing Services

Iron Mountain

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Processing Services.

Complaints

This profile includes complaints for Iron Mountain's headquarters and its corporate-owned locations. To view all corporate locations, see

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Iron Mountain has 104 locations, listed below.

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    Customer Complaints Summary

    • 148 total complaints in the last 3 years.
    • 42 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:05/05/2025

      Type:Customer Service 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.
      Dear Better Business Bureau,I am writing to formally lodge a complaint against Iron Mountain regarding their lack of transparency, poor customer service, and inadequate support related to our record storage account.Despite numerous attempts to gain basic information about our stored files, Iron Mountain has consistently refused to provide clear answers. Specifically, they have failed to disclose the location of our files, schedule a time for us to view our boxes at their facility, or supply quotes for record destruction or digitization services. Our attempts to resolve these issues have been met with frustration, as we have been transferred multiple times across various departments with no meaningful resolution. Iron Mountain even responded to our inquiries by referencing another company's complaint ticket, which pertains to similar issues they are experiencing. It appears that Iron Mountain's customer service has been outsourced to foreign countries, resulting in a significant lack of local, responsive support and meaningful communication. At this point, it seems as though our files are being held hostage, which is unacceptable. We are paying nearly $2,000 per month for storage, yet receiving the worst level of service imaginable. This experience has been highly disappointing and unprofessional, and we strongly urge anyone seeking record storage solutions to consider alternative providers.We hope BBB can assist in addressing this matter and encourage Iron Mountain to improve their transparency, customer communication, and overall service quality.Thank you for your attention to this serious matter.

      Business Response

      Date: 05/09/2025

      Hello-

       


      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.

       


      Sincerely,


      Customer Advocacy
      **********************

    • Initial Complaint

      Date:05/01/2025

      Type:Billing 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.
      We engaged Iron Mountain Canada for off-site file storage to support our architectural practice. However, during the COVID-19, storage rates per cft began increasing frequently, making the service financially unsustainable. In response, we requested the permanent removal and delivery of a significant number of boxes for in-house destruction. To date, we have removed boxes on three occasions. Initially, we retrieved 9 boxes, only to discover that 6 of them were empty yet each was strapped and barcoded, contributing to our storage volume. This raised immediate concerns about the accuracy of the storage records and prompted further ********* April 2024, we permanently removed ***** cft of the ******* cft we had in storage, at a cost of $12,699.80. Prior to this removal, our monthly storage fee was $2,323.18. Afterward, the fee dropped to $2,022.55- a modest 13% reduction despite a 28% decrease in stored volume.Seeking clarity on the discrepancy, we attempted to obtain an explanation, but were unable to speak with anyone who could account for the pricing. The system is fully automated, and no meaningful support was available.Facing continued high costs, we removed another ***** cft in February 2025, paying an additional $12,180.82. At this point, we had cut our total stored volume nearly in half from ******* to ***** cft. Yet, the monthly fee only decreased to $1,955.05 just a 15% reduction from the original ****** appears that each time we reduce our volume, Iron Mountain increases the per-cft rate, effectively offsetting any savings and penalizing our efforts to downsize. This pricing model is, in our view, unreasonable and lacks transparency.Given these circumstances, I can no longer justify continuing with Iron Mountain. I am professionally required to retain these files, but the ongoing costs are unsustainable. I must begin the process of removing all remaining files and transferring them to a more affordable and transparent storage provider.

      Business Response

      Date: 05/06/2025

      Hello-


      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.


      Sincerely,


      Customer Advocacy
      **********************

    • Initial Complaint

      Date:04/28/2025

      Type:Order 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.
      Iron Mountain increased our monthly bill without notice from about $300 to over $600.Then we asked them to return half the boxes so we can see what we could discard.Their billing was so excessive and so we found a similar company, Cordera, who were charging a tiny fraction of what iron mountain was charging. It took weeks before Iron mountain responded to us, and now they are saying if we leave them we owe them $16,598. They are absolutely robbing us, and not even showing us evidence of anything agreed to or signed by any legitimate person. The new company storage is $50 a month and Iron Mountain's last bill was almost $1000. It is impossible to speak to person without waiting hours on the phone. How is it possible that they can get away with this?We see lots of other people have sued Iron Mountain and complained. How can we resolve this?

      Business Response

      Date: 04/30/2025

      Hello-


      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.

      Sincerely,


      Customer Advocacy
      **********************

    • Initial Complaint

      Date:04/22/2025

      Type:Order 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.
      Iron Mountain randomly increased our bill from $620 to $932 even though we neither added nor removed boxes. We did however, call about removing boxes and got a quote that included $620 x 6 months remaining so we decided to wait until contract is up. Very next invoice they raised price to $932 for no reason we didnt add or take away any boxes.This is in violation of our contract.

      Business Response

      Date: 04/24/2025

      Hello-


      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.


      Sincerely,


      Customer Advocacy
      **********************

       

    • Initial Complaint

      Date:04/21/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      I have been trying to destroy boxes at Iron Mountain and they have been difficult to reach, they are charging us thousands of dollars to get out of our contract and close our account with them

      Customer Answer

      Date: 05/05/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******** *******

    • Initial Complaint

      Date:04/16/2025

      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.
      Over the course of a year we have had multiple issues with Iron Mountain. The first issue involved them losing part of our order which was 60 boxes of patient files. The second major issue was the increase in our monthly bill without our knowledge and then the suspension of our account. They have not given us a resolution and had stated we had a credit on file on our account but we believe we should not pay for the months where services were not even rendered. This also affected our business and they purposely withheld medical documents which is illegal.

      Business Response

      Date: 04/25/2025

      Hello-
      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.


      Sincerely,


      Customer Advocacy
      **********************

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      They continue to send me fake invoices. Even regular invoices have incorrect charges on them. Theyre sending me allegedly unpaid (but grizzly incorrect) invoices months later, after the account was closed. Im getting repeated canned emails from Princess.

      Business Response

      Date: 04/25/2025

      Hello-


      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.


      Sincerely,


      Customer Advocacy
      **********************

      Customer Answer

      Date: 04/25/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
      I have reached out to Iron Mountain over the course of 6 months related to improper billing.

      I have been getting canned responses for months, no resolution, nothing changes. I just receive the exact same email every few weeks.

      I continue to get bills even though all bills are paid in full (I have receipts, bank statements, etc). I get new bills from 6 months ago. I recently received a new bill a month after the account was closed. I called and was assured I do not have a balance and yet I received a new email saying I owe again. The cycle just keeps repeating itself.

       


      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

      Business Response

      Date: 05/27/2025

      The issue has been resolved as of May 7, 2025.

       

      Thank you.

      Customer Advocacy Center

       

    • Initial Complaint

      Date:04/09/2025

      Type:Billing 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.
      1) Iron Mountain has unfairly raised their rates close to 50% without providing proper notice to our business, from ****** to ****** 2) (GRAVE) We've been trying to stop our Iron Mountain Service. We requested a service in which our company would pick up the documents in question. We are changed ******* for the disposal of the materials, which is an OUTRAGEOUS amount of money. for the service provided. We requested another invoice and they have delayed. In the meantime, we are continuing to be charged for the Storag. We believe they are delaying purposely. Further delays continue to hit our bottom line. We are not the only company affected by this!!!!

      Business Response

      Date: 04/25/2025

      Hello-


      Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.


      Sincerely,


      Customer Advocacy
      **********************


    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair 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.
      We have made more than three requests in writing to cancel their service due to being grossly overcharged, issues not corrected, and misinformation. They have overcharged us by over $1200. We have been charged when service wasn't actuated, charged for more consoles than we ever had, and bogus additional charges.

      Business Response

      Date: 04/11/2025

      Hi ****,

      Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint. 

      Customer Advocate Professional
      **********************


    • Initial Complaint

      Date:04/01/2025

      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.
      As a small business owner, we used a small business to store our documents. The small business document company was bought out by the price gouging, creedy company Iron Mountain. The prices continue ridiculously escalate. We have made many, many attempts to work with them in closing out the account and to cut costs for our small business. To close out the account, we were given a quote of over 17K. We offered to rent a UHaul, pick up the boxes ourselves and take them to a local reasonable shredder.......we were given a quote of over 10K for that to happen. We just received a new invoice from this price gouging company yesterday and of course the prices has increased over $500 from last year. Our small businesses getting charged over 12k to store our documents. This is shameful and disgusting as the CEO and *** line their pockets. Iron Mountain is an absolute horrible company with no customer service!

      Business Response

      Date: 04/11/2025

      Hi ******,

      Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint. 

      Customer Advocate Professional
      **********************


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