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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

    • 150 total complaints in the last 3 years.
    • 44 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:01/31/2023

      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.
      i *****D IRON MOUNTAIN ON 8/31/22 TO CANCEL OUR SERVICE AND HAVE THE **** PICKED UP. THEY HAVE NEVER COME TO PICK UP THE **** AND HAVE BEEN CHARGING US FOR NON PICKUP EACH MONTH.TODAY I *****D AND AFTER **** HOURS ON THE ***** WAS TOLD THAT YES WE WERE CANCELLED ON 8/31. WE ARE LOOKING FOR $106.39 IN OVERCHARGES AND FOR THEM TO COME AND PICK UP THE ****.THE TIME ON HOLD TO GET TO A REPRESENTATIVE AND TO GET ANY ACTION WAS EXCESSIVE.

      Business Response

      Date: 02/01/2023

      Good Morning ******,


      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:12/28/2022

      Type:Product 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.
      Since July 2022, Iron Mountain has been charging our company an "unused container" fee of $10 per month on our shredding invoices. I have reached out to them multiple times telling them that this fee is not valid because all of our shred bins are being used. I have requested a refund of the fee that has appeared since July to no avail. The last correspondence I received from Iron Mountain was from *********************, stating that the fee is indeed invalid, that she found out why the fee was being assessed and would correct the problem. Today I received a new shredding invoice with that same $10 unused container fee on it. Which means that as of today we are owed a total refund of $60. At this point I am beyond frustrated with this issue and so I am filing this complaint.

      Business Response

      Date: 12/29/2022

      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 Answer

      Date: 12/29/2022

      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. 

      I do not accept this response as a resolution to my issue.  It is clearly a "General Response" to all of the complaints against them.  I read several other complaints about Iron Mountain on this BBB website and the response was word for word the same response that I have received.  The ONLY way to resolve this issue to my satisfaction is (1) a refund of all $10 charges for the unused container; which at this time totals $60. (2) stop charging us the fee; IT IS NOT VALID.


      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: 01/04/2023

      Hi ******,

      We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon.

      Customer Answer

      Date: 01/04/2023

      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. 

      At this time I am still rejecting the response of Iron Mountain.  I received an email stating that our account would be credited (see attachment). However; this is not the first time that Iron Mountain has promised to resolve this issue. If the promised credits are actually applied to our account then I will consider the matter resolved to my satisfaction; until then I would like to keep this complaint open. 

      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,

      ******

       

       

    • Initial Complaint

      Date:12/13/2022

      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.
      After taking 8 months to close our account (a situation that led to our FIRST complaint against this company with the BBB) we were finally able to have our collection bins removed, our documents returned to us, and the account closed.Then, a few weeks ago, we received a notice stating that they could not process a payment because the card on our account was not working.When I replied to the email stating that the card was not working because the account had been closed in September, we received a response from Iron Mountain with the wrong name and just restating that the automatic payment had failed due to an inactive card, completely ignoring the information provided. Attached you will find the email from the ************************** at Iron Mountain stating that the account is closed and ************** satisfied, and then the most recent email in response to the attempted charge.

      Business Response

      Date: 12/19/2022

      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 have noted a member of our team is in contact with you to help resolve your concerns. 


      Customer Answer

      Date: 12/20/2022

      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. 

      We have not been contacted by anyone regarding a cessation of attempts to collect a payment on an account that has been closed for three months. 

       
      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: 12/21/2022

      Hello *********,

      We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon via your Iron Mountain case. 

      Customer Answer

      Date: 12/21/2022

      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. 

      We have not been contacted by anyone, and, to the best of our knowledge, your company is still under the impression we owe money despite YOU telling us months ago that we did not! 

      To consider this matter resolved, we would required an email stating that ************** have been satisfied, LIKE THE ONE WE RECEIVED IN SEPTEMBER, followed by no further communication from your business.  

      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,

      *********

       

       

    • Initial Complaint

      Date:12/12/2022

      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.
      My office in *************, ********** for Leighton Group, **** has stored materials with Iron Mountain for years. Now, we want to withdraw all our materials from Iron Mountain and close our account.We have asked them for a quote to do this and have received three different quotes (attached), i.e. ($10,916.92 on 11/18/2022; $7,583.71 on 12/2/2022; and $12,622.95 on 12/9/2022. Common to each of these quotes is a charge ranging from $4,579.80 to $5,933.34 simply to close the account; it isn't related to any tangible service. I asked them for a contract that documents such a charge, and they cannot find a contract between my company and theirs. I am not willing to pay this made-up fee.Every time we contact Iron Mountain, it is extremely difficult, we get a different person and have to go through the whole explanation again. We never get a resolution and never get to speak to someone in a senior position in ******* (all "customer service" representatives are offshore). We started the request to retrieve our materials on October 12, 2022 and it's now two months later, i.e. November 12, 2022, and we've had to pay our monthly storage fee in the meantime.I feel very strongly that Iron Mountain's failing business model of storing documents when most businesses scan and discard the originals is contributing to Iron Mountain's made-up fee for closing our account and being obstructive such that the time is extended and we have to pay more monthly payments than would be the case if Iron Mountain engaged in good business practices.

      Business Response

      Date: 12/12/2022

      Good Afternoon ******,


      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:12/01/2022

      Type:Product 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.
      My business has decided to go in a different direction for our storage needs. I have been trying to cancel for 3 months (original cancelation notice was given on 8/30/22 - even made a physical trip to the storage facility to talk to the operations manager who said "customer service will reach out"). Still waiting and invoices keep coming. I even tried emailing the email address in the other negative ****** reviews *************************************** and no response there either. So frustrating! I have attached all email correspondence since 8/30/22.

      Business Response

      Date: 12/02/2022

      Good Morning ****,


      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair 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 called on 11/23/2022 disputing 2 charges on an invoice we had already paid via an automatic charge on our credit card. I was told I would receive a response within 2-3 business days on case# ********. Our customer number is *******. We were billed for offsite shredding for 8 bins and an offsite shredding trip in addition to the pickup of the 8 bins. The 8 bins were all completely empty and we had to request 5 separate times for the bins to be picked up. We have never agreed to have any of our shredding to be done offsite, it is all done onsite. This should not be difficult to figure out that these bins were picked up empty and no shredding was done yet it is over a week now and still no answer. I feel I am getting a run around.I did not receive a call back so I called again on 11/28/2022 and was told their "dedicated team" was still looking into the issue and they were escalating the request.Still no response so I called again on 11/30/2022 and was told the same thing that their "dedicated team" was still looking into the issue and that they were escalating the issue.I called again on 12/1/2022 and am still being told the same nonsense that they are still looking into the issue. I asked today if I could speak to the billing department directly and was told that they only contact them and it is done via e-mail.The total charges in question are $246.40 plus $135.65 for a total of $382.05

      Business Response

      Date: 12/02/2022

      Good Morning *****,


      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.

       

      Sincerely,

      Iron Mountain


      Customer Answer

      Date: 12/07/2022

      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. 

      I was sent an e-mail on 12/2/2022 from ********************* Del ******* requesting additional information regarding the original order number.  I responded to this request on the same day, 15 minutes after I received the e-mail.  I was sent a second e-mail on 12/6/2022 requesting the same information, indicating I did not respond the first time.  I forwarded a copy of the same e-mail I sent on 12/2/2022.  Today I received a phone call from Iron Mountain but when I picked up and said hello and there was no one on the other end so I waited a minute and no one responded so I hung up.  Then I received an e-mail right after saying they tried contacting me a couple of times but was unable to reach me.  


      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: 12/08/2022

      Hi *****,

       

      We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon.

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair 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.
      Difficulty canceling account shredding services. No replies to email. Next month is already billed, even though we have tried to cancel account numerous times. Calling is placed on hold for 45+ min an attempt.

      Business Response

      Date: 12/02/2022

      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 Answer

      Date: 12/13/2022

      [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:11/29/2022

      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.
      I have been attepting to retrieve my records in storage for over 1 month. I am unable to speak to anyone in *****************. I am getting billed thousands of dollars for charges for services I have not recieved. Every day I receive an email with different information regarding my account. Several paymants that I have made in the past have not been posted despite providing bank confirmation numbers. I have quotes for services in emails and were charged 5 times the amount quoted.

      Business Response

      Date: 11/30/2022

      Good Morning ******,


      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:11/28/2022

      Type:Product 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.
      I received an invoice from Iron Mountain with details that state i received service in September 2022 for document pick-up to shred. After contacting customer service and asking them to investigate as this had not been completed, the report found that their personnel marked it as complete. I received an email over the holiday weekend that they are not going to continue to investigate as their records found the service was done in September. Not only is the unit that is serviced in my personal office, I have a key to access the documents placed in there for pick-up. If the unit was indeed serviced in September 2022, how am i able to pull documents from the bottom of the unit from March 2022 and forward? I wish that this was the first time I had to contact Iron Mountain regarding a service that was incorrectly marked as complete, but it's not. This is in fact my second time in the last 12 month's that i have had this happen. The first time, they "investigated" and found it really wasn't done and voided the invoice. This time they are standing by their decision. I will not be paying this invoice.

      Business Response

      Date: 11/29/2022


      Good Morning *******,


      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. 

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:11/21/2022

      Type:Product 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.
      10/15/22. We ordered 5 temporary bins and boxes to fill up with old files. 10/24/22. We left a voicemail with account manager ***************** to have the 5 temporary bins and additional boxes picked up 10/28/22. A follow-up email was sent to **** since he never responded to the voicemail.10/28/22. Iron Mountain customer serviced responded via email, and asked us to provide the specific numbers of boxes and temporary bins to be picked up.10/30/22. My Executive Director responded to the email with the information that was requested.11/07/22. We sent a follow-up email, because they items were never picked up.11/15/22. I sent an email to Iron Mountain management (*********************************) regarding this issue.11/15/22. ********************************* followed up via email, stating that "order ********* has been generated for this service and is scheduled for 11-18"11/18/22. ****** informed me via email that she was notified by the Operations Team that this order cannot be serviced today.11/18/22. I responded back to Tamany requesting updates as soon as possible 11/21/22. ****** never responded to the email, so I called customer service and asked to speak with someone in management. I was left on hold for 54 minutes only to be told that "they don't have a number or email for corporate".

      Business Response

      Date: 11/22/2022

      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 Answer

      Date: 11/22/2022

      [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,

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

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