Business Profile

Data Processing Services

Iron Mountain

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:11/16/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 had a great deal of difficult cancelling my shredding account with Iron Mountain. I returned my shredding box to their ******* office on August 22. On September 22, I received an email stating my account is closed, but they are still billing me monthly, most recently on October 21. I have already disputed two previous charges and won and now I have this charge. It is impossible to get anyone within the company to help with this.
Business Response
Date: 11/16/2022
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.
Initial Complaint
Date:11/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 been trying to close our account since 10/6, and Iron Mountain has been either unresponsive via phone or e-mail, or they responded with nonsense or inappropriate responses with no applicability to the situation (almost as if a robotic automation process was responding in a non-sensical manner).10/6 - Case ******** opened to close our account ****** (Process to be managed by **************************)10/6 - We answered all of ****'s questions via e-mail 10/12 - **** asks when we would like tapes delivered 10/12 - We respond "At your team's next convenience"10/18 - ETA requested (as no updates received from **** in 6 days)10/18 - **** e-mails stating "I would like to follow up on my previous email below". This makes no sense because there are no open questions or issues to respond to.10/18 - **** scheduled final tape delivery for 10/19 10/19 - All tapes delivered, all Iron Mountain property returned (Bins, locks, keys)10/25 - ****************** us via e-mail stating "If I do not receive a response by the end of the day, this request will be inactivated". Were puzzled with this message since we expected our account to already be closed.10/25 - We respond to this strange threat via e-mail by stating "Please advise ASAP if you need anything further from us. We want the account closed immediately."11/1 - No further responses received, so we followed up again stating "This is now my 4th attempt to communicate with you, however I continue to receive no response. Prior e-mail communications were sent on 10/12, 10/18, and 10/25."11/4 - **** sends a duplicate of her e-mail on 10/6 (to schedule a final delivery date). This makes no sense because the delivery already happened on 10/18!11/4 - We respond "EARTH TO IRON MOUNTAIN!!!! COME IN PLEASE!!!"11/8 - **** responded with a copy/paste duplicate of her 10/18 e-mail I would like to follow up on my email below. Which makes no sense.11/9 - We called Iron Mountain for assistance. They advised "no one is available".
Business Response
Date: 11/10/2022
************,

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.
Initial Complaint
Date:11/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 sent notification on August 29, 2022 that we wish to remove all documents stored with Iron Mountain. According to their instructions we reviewed and approved the preliminary charges for removal of the records. Upon return of that approval, we were told a final invoice would be sent to us and upon payment our records would be released. At the time of this writing, we do not have the final invoice and our records are still in their possession. In spite of multiple emails, phone calls, and contact we have not been able to resolve this. We simply want our final invoice so we can be rid of this incompetent organization.
Business Response
Date: 11/10/2022
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:11/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
On 10/18/22 our office requested cancellation of the shredding service (Iron Mountain). We were told someone would contact us in **** days. No one contacted us. We followed up on 11/3/22 and were given a case number for cancellation. On Friday, November 3 we recevied a n email from their customer service unit requesting information that they should have (location, number of bins, etc) and that we would be charged per our contract. We have no signed contract and every time I call NOTHING is resolved and I am told it will be **** days for someone to contact us. I want our service canceled but they will not give me our copy of the signed contract.
Business Response
Date: 11/08/2022
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:11/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 initiated a request to close my account and destroy all records in storage beginning August 2022. After 2 months of relentless emailing and calls, the company sent me a request to close the account three days after the contract ended with an additional charge for 11 months of storage incurred by an auto renewal that I did not consent to. The request to close the account was made well before a 30 day time mandate. Attempts to speak with a supervisor are in vain. Response are received from various persons who restart the entire process from the beginning and then delay the account closure. The auto renewal is fraudulent if it was created intentionally in the aim to charge the client more for unnecessary storage fees. I am only requesting to be charged for the rightful destruction of my records without the extra storage that was created from lack of attention and *********** on part of Iron Mountain. Additional clients are experiencing the same mistreatment.
Business Response
Date: 11/07/2022
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: 11/21/2022
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.

Iron Mountain is still in the process of correcting the mistake and I'm still in discussion with the company.

Business Response
Date: 11/28/2022
Good Afternoon ****,

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.

Sincerely,
Iron Mountain
Initial Complaint
Date:11/04/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
On August 26, 2022 I signed a "secure shredding services agreement" with Iron Mountain.The agreement is "estimated total per service visit" $50. There are 2 secure consoles at $21.75 each and in the service notes it states "please reduce admin fee bill codes to $8." This would approximately total the $50 per visit minimum.I also understand the fuel surcharge is in addition to the minimum fee.Now Iron Mountain is adding on "shred administration fee" of $11.95 plus tax per month. I called my "representative" ******** and said that these fees are not in the agreement. She said that they can add fees on as needed because my minimum is so low. There is no place in the agreement that has administration fees stated.This is deceptive and poor business practice.I want the invoicing to agree to the signed agreement for the agreed term.
Business Response
Date: 11/07/2022
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 all of 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.
Initial Complaint
Date:11/04/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 close my account with Iron Mountain. After submitting 2 cases, case #******** was submitted. I was told that someone would be reaching out immediately. When no one reached out I call this morning and the first person I spoke to hung up on me. I call back and was finally told it would take 5-7 business days to get a response. I just want to close my account effective with my 11/24/22 pickup and pay my final bill and I do not want any more containers. I have had a horrible time getting anything done with them in the past and I just want an email from Iron Mountain stating my account will be closed and I will only be billed for 2 containers for the month of November.
Business Response
Date: 11/04/2022
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

Customer Answer
Date: 11/07/2022
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.
[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.]

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.

I received an email on Saturday regarding closing my account. I responded at 9:21 am this morning with the answers they requested,but I have not hear anything back yet. TO my knowledge I have no concrete proof that my account will be closed on 11/23/22 as I stated in my email this morning.

I will gladly close the case if I get proof that my account will be closed.

FAQ

Regards,
********

Business Response
Date: 11/08/2022
Hello ********,

We will be reviewing the correspondence mentioned in your rejection and contact you with the next steps in your closure as soon as possible.
Initial Complaint
Date:11/02/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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 am one of the many many astonished and frustrated clients of Iron Mountain storage. My storage ended up there when the original company I used was bought by Iron Mountain. I have never received a contract from Iron Mountain yet they have increased their monthly fees every year and sometimes every six months from $150 to $200 to $280 to my most recent bill for $381.00. I have been given the runaround for close to year trying to retrieve my boxes and close my account. I was quoted a fee of over $2,200 to close my account. I was appalled -- since when do I pay a storage company to close my account? I offered to pick up all the boxes myself in a u-haul. That made no difference. I put up such a stink that four months later -- four months that included a fee increase -- I was given an estimate of $1,400 dollars. I asked for an itemization of the fees and was sent an incredible list of basic tasks that it seems to me would have been covered by the thousands of dollars I have paid them over the years. This list included making sure the boxes were on the shelves, putting the boxes on a conveyer belts, making sure boxes were properly closed. There were "administrative costs" that, again, seem as though they should be built into the "cost of doing business." I have emails from different individuals all saying, "Someone will be in touch within 7 business days" and "Someone will call you to discuss." Neither has happened. I have filed a complaint with both the ********** and ************************* bureau because Iron Mountain is basically holding my storage hostage. I want to get my boxes out -- I will do it myself! Just explain why I have to pay YOU to do what should be included in the thousands of dollars I have already paid. I agree with every other single person on this site - Iron Mountain is an evil, mismanaged and greedy company with no regard for their consumers.
Business Response
Date: 11/03/2022
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: 11/03/2022
[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 MAY satisfy my issues and/or concerns in reference to complaint #********. However past actions by this company do not guarantee a real response or a resolution to my issue but I will give them a bit of time to "reach out" to me personally.
Regards,
**************
Initial Complaint
Date:11/02/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 signed up with Iron Mountain back in February of 2020 for both record storage and pathology storage which came with free shredding services. From the very beginning my account was not set up as promised. I was told I would be able to see the labels of all my boxes on our portal but was only able to see a tracking ID. After about 2 years we requested a pathology box that was labeled with a specific date. Iron Mountain was never able to find that box and they started sending me all our paper files without authorization. When they arrived with a huge amount of paper files, I sent them away as it was never requested. They then turned around and charged me for every file they sent regardless of what was requested. Once this happened, I decided I no longer wanted to remain with their company. I started begging to buy out of my contract so I could move to a more reputable company. This took over 6 months! I kept being promised that my cancelation request was getting processed but a month or two would go by in between the communication with my specialist. After almost 8 months, I finally got out of my storage contract but of course they refused to even drop our boxes back off to us after charging an incredibly high retrieval price. I was so relieved to finally be out of our storage contract to find that they never started the cancelation process for our shred services. It has now been over 2 months and still no progress made. However, I am still receiving bills from their storage side along with the shred side. This company has no communication, no follow through and continues to drop the ball every chance they get. I also have failed to mention all the times the shred team had "no showed" my shred appointments and stated on their records that we were closed and no one was present to let them in. Each time that was documented, we were open and staff here present on site. Too many lies to keep up with. Overall horrible experience with a horrible company. Account # *****
Business Response
Date: 11/02/2022
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

Customer Answer
Date: 11/17/2022
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 still do not have my belongings from Iron Mountain nor a release date from them. In fact, they have "found" the pathology slides they swore they didn't have when my doctor needed them to diagnose a rare cancer. This problem affected a patients medical treatment and them "loosing" our belongings is still a very big deal.
Business Response
Date: 11/17/2022
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.

Sincerely,
Iron Mountain

Customer Answer
Date: 11/18/2022
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.
My issue is not resolved. I have not received my pathology boxes nor has a release date been set. I have not received any further communication from Iron Mountain even after signing the agreement to pay even more money just to get our belonging back.
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.

Businesses and Customers sh
FAQ

Regards,
****
Initial Complaint
Date:10/25/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 originally filed a complaint @2 weeks ago and thought that Iron Mountain was going to act in good faith to close my account and provide access to my records. I agreed to the Cost Summary they sent even though I did sign in protest regarding the charges for transportation and handling of my records as Iron Mountain will not be delivering the records to me. Nevertheless, I signed the cost summary and sent it to them as quickly as I could ( I am a health care provider in solo practice who does all administrative tasks such as this without benefit of a receptionist). On Monday, October 24th I spoke with ******************** of Iron Mountain who was put in charge of my complaint and request and I was told that a rush response on was placed on my request to close my account and allow me access to pick up my records on October 31, 2022 at 10:30AM MDT. I told them I would pay the cost summary by credit card. She said she would be in touch later that day with an update. So far, she has not contacted me. I called her today and left a voice mail asking her to respond by the end of the day. She has not. I am, therefore, reinstating my complaint. Iron Mountain is not acting in good faith and is holding my records hostage. They are my records and my property and not the property of Iron Mountain. I want to close my account and retrieve my property. Thank you. Sincerely, ***********************
Business Response
Date: 10/26/2022
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.

Customer Answer
Date: 10/26/2022
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
To successfully address my complaint, Iron Mountain, needs to act in good faith, stop stalling on closing my account and confirm in writing that I will be picking up the records on October 31, 2022 at 10:30AM MDT at *************************************************. Iron Mountain needs to cease sending emails about having to arrange transportation and handling of the records. I will not accept any response other than what I have asked for and this complaint will not be resolved until I have picked up my records on October 31st at 10:30AM. Sincerely, ***********************

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: 10/27/2022
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.

Sincerely,
Iron Mountain
Customer Answer
Date: 11/03/2022
I had hoped I could close this complaint on Monday October 31, 2022. I did indeed receive my 44 boxes. I am grateful for that. However, the very next day, I received an invoice for storage for the month of November. I reached out to the Customer Representative with whom I had been working. While she responded this was in error and I would receive an amended invoice indicating that I owed nothing more to Iron Mountain, I, of course, have heard nothing more from her or from Iron Mountain. Again, Iron Mountain does not act in good faith. I will close this complaint when I have an amended invoice indicating that the account is closed and I owe nothing more to them. Thank you. 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.]

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: 11/04/2022
Good Morning ****,

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.
Sincerely,
Iron Mountain

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Iron Mountain is NOT a BBB Accredited Business.