Complaints

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

close

Find a Location

Iron Mountain has 104 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Iron Mountain

  1 Federal St Boston, MA 02110-2012

• 

  Iron Mountain

  8825 Northbrook Crt Burnaby, BC V5J 5J1

• 

  Iron Mountain

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

• 

  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Iron Mountain Canada Corporation

  195 Summerlea Rd Brampton, ON L6T 4P6

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:10/18/2022

  Type:Delivery 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.

  Read the long list of complaints below regarding Iron Mountain's business practices and you will know exactly what I am going through with this company. I have been requesting to speak directly with a customer service supervisor for months and they must not exist. Very sensitive company files are being held hostage for exhorbitant amounts in order to obtain custody of them again.

  Business Response

  Date: 10/19/2022

  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 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:10/14/2022

  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 have a contract that has an automatic renewal. There is no address listed on the contract to submit my notice that I choose not to renew my contract. I have contacted the company and they have been evasive about giving me information for submitting my intent not to renew. The only address available is the corporate address. I just want to make sure that the appropriate person receives my notice.

  Business Response

  Date: 10/17/2022

  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 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.

   

  Sincerely,

  Iron Mountain

  
  

  Customer Answer

  Date: 10/17/2022

  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. 

  [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 do not accept this as a resolution because the business has not addressed the complaint.  ************ states that they will reach out however my past experience has been that they do not follow-up.
  
  Regards,

  ****

   

   

  Business Response

  Date: 10/18/2022

  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.
  

  Sincerely,

  Iron Mountain

  
  

• Initial Complaint

  Date:10/04/2022

  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.

  I requested permanent withdraw of all boxes and closure of account on August 26th, 2022. I also requested that shredding bins were removed from my office. I received an email a week later to confirm what I wanted to do - permanent withdraw of the boxes. I confirmed, and more than 30 days I am still waiting for a quote. We want to receive the quote and move forward with this process. We want the shredding bins removed as soon as possible. The case number for the removal of the shredding bins is ********. The case number for the permanent withdraw of the boxes is ********. We have been sending weekly emails to Iron Mountain with no response whatsoever. This is the WORST customer service I have ever experienced.

  Business Response

  Date: 10/05/2022

  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:10/03/2022

  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.

  Ongoing.I have been trying to close our account with Iron Mountain since last year, but more in ******* since July. It still isn't closed. 3 weeks ago, i started things back up again in order to close out all of my accounts (I have 2 H-**** and CSHFM) and the first time I was told they weren't in the office. The next day, I called and they couldn't help. Then on that Thursday, it would take 72 hours with a quote to close the accounts and deliver the boxes to me. I still don't have the quote, and I told them I needed the boxes by October 16. They do not keep time frames, get things screwed up (I had to tell them I wanted ALL boxes, and they aren't to shred a single one of them). Because of them dragging their feet, I'm still being billed monthly charges. I want all my boxes, am willing to pay $2500.00 total to have all delivered to my storage unit

  Business Response

  Date: 10/07/2022

  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: 10/11/2022

  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 dont want to reply to them, because when you read the options, they both opt to close the complaint.  It hasnt been resolved yet.  And No, I have called and emailed and chatted with them every day for the last week and yet, no one responds to me still.  Im looking for the corporate telephone number and trying to go up the chain of command. 

  Business Response

  Date: 10/25/2022

  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

  
  

• Initial Complaint

  Date:09/21/2022

  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.

  I filed a request to permanently send back files to our office and destruct the remaining files onsite in early May 2022. We have tried several times to email and call several contacts at Iron Mountain to follow up with no responses. It's nearly impossible to get someone to answer the phone. When we do get a response and we send whatever information they require, then there will be weeks without a reply. The have provided us invoices with the wrong rates, giving us the run around, every time we get a hold of someone they state that the case has been closed and we have to re-explain the situation all over again. In the meanwhile, we are continually billed every month that our boxes remain in storage because of all of this stalling for over 5 months. In this whole situation, they billed us twice for sending the files back to us - overcharging us over $2,000 for which we are still awaiting credit on. This situation is costing us so much time and resources and it is so frustrating - we are only asking for a simple request. We confirmed the boxes to be destructed several times. We simply want:1. Destruct the remaining files on site 2. Return our money for overcharges of over $2,000 3. Stop charging us for storage costs and reverse the last 3 storage invoices sent to us (Jul - Sept)4. Close our account Case ID ******** for ***** Destruction Request Case ID ******** for ***** Account Closure Case ID ******** for ***** ********************************** Survey ********************** Contacts: **********************, ************* Account Closure, ***********************, Executive Escalations/Customer Advocacy Associate

  Business Response

  Date: 09/22/2022

  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: 09/22/2022

  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. 

  The response provided was the response I have been provided for the last 5 months. I will be satisfied once the following actions have been taken: we are refunded our overcharges, our remaining files are destructed, all monthly storage charges since July are reversed, and our account is closed with Iron Mountain.
  
  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: 09/26/2022

  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: 09/26/2022

  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. 

  I did have ***** contact me and tell me that she will be working on the case. However, I  am still waiting for the following actions: refunded overcharges, reverse monthly billing from July - to present, complete our destruction order, and close our account. 
  
  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:09/19/2022

  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.

  Iin April of 2021 the company dropped off a key to a combination lock, that is not needed. There was an invoice created for $15 for the key that is not needed. I have been disputing this invoice ALL YEAR! There are several emails from Iron Mountain's "representatives" *********************************, **************************************, and *********************, all of whom have NEVER responded to any of my emails and do not take any calls. In all this time I have not been able to get service from this company as they refuse to resolve their mistake and take action. Would not recommend service from this company.

  Business Response

  Date: 09/29/2022

  Hello *******************************, 

   

  We have reviewed the interactions from your request and determined all necessary actions have been taken for resolution. We apologize for any inconvenience you have experienced. 

• Initial Complaint

  Date:09/14/2022

  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.

  In February of 2022 i was invoiced at an increased rate without prior notice or agreement. Over the next 6 months i attempted to contact this company monthly to dispute. Every call ended with "we will forward your complaint to our dedicated team". Never got a call back. Received an email every time I called about cancelling my account. Then I would call again to clarify I am just disputing the charge increase without notice and would like to discuss. On and on it went. In August of 2022 a gentlemen showed up and took the shred box without notice or request. I thought nothing of it. And have still not been contacted about the charge dispute. in September of 2022 I received an invoice for $300 for Iron Mountain to pick up the box. I called Iron Mountain and was told that they had an order to pick up the box so I must have requested. Again I clarified that all this time I have only been attempting to dispute the increased rate charge and find an agreeable rate for service. I explained that I did not order the return as they stated. Now I am waiting on a member of the 'dedicated team' to call me back again.I can't make this up.

  Business Response

  Date: 09/15/2022

  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:09/07/2022

  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.

  Account closure with Iron Mountain: An initial request was sent to ******* on Jun 7 to obtain a quote to close our account. Jun 14 I was given a quote from customer service on how much it would cost to permanently withdraw all of our boxes and to close the account. When I received the quote, I was told there may be some additional fees associated but the file had to be transferred to the closure department to clarify that. The case was then passed to the loyalty department who I spoke to on Jun 20 to confirm the closure & then the case was passed on to the account closure department. Over the next few weeks I had called a couple times for an update & got it's in progress, we will let the rep assigned to your case know you are looking for an update. I heard nothing until Jul 15 when I received an automated email saying it's in progress & they will contact me within 72 hours. Again, I heard nothing until Jul 20 & received an automated email saying they would contact me within 72 hours. After this email I had tried to call multiple times with no luck in connecting with the agent assigned to our case. Starting on Aug 17 I made attempts to get an update through phone, online ************ & FINALLY got a response Aug 18 from the agent. I was then told my initial quote was not valid since it had been more than 30 days & had to obtain a new account closure quote.I had stressed multiple times I wanted our account closed asap & still did not receive the new quote until Sept 2.The second quote I got was almost double in price as the first! Since I put in my first request (during the delay in response), our contract autorenewed, leaving us on the hook for 11 months of fees to pay out and a new pricing schedule issued effective September 1 making a big difference.This also would be the second price increase since Jan 1, 2022. If this was handled in a timely manner it would have been closed prior to renewal. I have requested to speak to mgmt 3 times & have yet to be contacted

  Business Response

  Date: 09/12/2022

  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: 09/12/2022

  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. 

  Good morning, this response is not sufficient. Ive been getting in progress and we will contact you responses this whole time. I want specific time details or an appointment to talk to someone and results immediately.  
  
  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,

  ******* & Associates

   

   

  Business Response

  Date: 09/12/2022

  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

   

   

  
  

• Initial Complaint

  Date:09/05/2022

  Type:Product 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.

  they stated i owed you for invoice#'s:DCBY920- aug 21DXBY0750july 21DSTD990- June 21DRPN175 MAy 21 DVPV861-Sept 21 total $406. Out of these invoices the only pick up was July 21 with thesix extra boxes because thy hadn't picked up May or June. We had to call to finally show **. ** June someone showed up without identification- no Iron Mountain shirt,tag or ID on him. A person with a garbage can does not prove you are from the Iron Mountain facility. He was dumping the container we asked for his ID; he said he would be right back and LEFT after dumping his can on OUR FLOOR !!!!WE do have a locked door on our office with a note to please ring the bell for entry. I have checked our in office video for each of the other dates at the time stamp on the NONE PICK UP RECEIPT and they were not at our facility. We were open with patients in the practice.I have even accidently paid one invoice 2x and when we recently called they stated they couldn't talk to us because it was sent to their lawyers.At this point I would like a FULL REFUND FOR ALL INVOICES RECENTLY PAID. Let them TAKE ME TO COLLECTION SO I CAN PROVE they ARE SUING FOR SERVICES NOT PROVIDED. IF I do not receive a refund I will take them to small claims court to resolve this.

  Business Response

  Date: 09/06/2022

  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. Please be advised Iron Mountain has already opened a case with our Executive Escalations team for these came concerns. We will be in touch soon.  
  

  
  

  Customer Answer

  Date: 09/09/2022

  [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:09/02/2022

  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.

  The name of my business is ****************************** and I am a primary care physician in *********, **. I used a medical records storage facility in my area (ABR ******************************** which was acquired by Iron Mountain in 2019 (Our Account #ABR57). Since then, the cost of storage and record retrieval has doubled. I was recently notified of delinquent balance of $1,284.17. I was not aware of this, because I was not receiving the monthly invoices via regular mail or email, nor did I agree to any rate increase or new contract. In fact, in order to review terms of service fees to justify the sudden jump in costs for services with Iron Mountain, my office has repeatedly tried to request a copy of our original contract, but Iron Mountain responds that they are unable to locate it. And I am not sure we EVER received a contract from Iron Mountain to begin with when they took over storage of our medical records from ABR ****************** in 2019. I have called and emailed the company multiple times and cannot get anyone to call me back. It is impossible to get a supervisor to answer any questions and they seem to have only one customer service phone number. The only response we get are emails (from a different person each time) with a "new" contract attached to review and sign. I am not signing anything with this company until we have resolution to the balance (and removal of the balance since we were never notified of a rate increase and have no signed agreement anywhere). I have contacted you, the BBB, the ****** of ******** Affairs in ************* (who told ** to contact the Mass Attorney General), and my personal lawyer is now involved. My concern is that we are a small medical office of 4 employees and one physician (myself). We are also a small business and are due some consumer protections. The records Iron Mountain has are patients' personal medical records which fall under Privacy and Security requirements per HHS/OCR HIPAA/HITECH act.

  Business Response

  Date: 09/06/2022

  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.