Complaints

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

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Iron Mountain has 104 locations, listed below.

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• 

  Iron Mountain

  1 Federal St Boston, MA 02110-2012

• 

  Iron Mountain

  14410 121a Ave NW Edmonton, AB T5L 4L2

• 

  Iron Mountain (NL)

  45 Sagona Avenue Mount Pearl, NL A1N 4P9

  
• 

  Iron Mountain

  1101 Enterprise Drive Royersford, PA 19468

• 

  Iron Mountain

  3000 2nd Ave S Birmingham, AL 35233

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:10/04/2022

  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.