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

  PO Box 27128 New York, NY 10087-7128

• 

  Iron Mountain

  207 Moonachie Rd Moonachie, NJ 07074

• 

  Iron Mountain

  100 Harbor Dr Jersey City, NJ 07305

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:08/05/2022

  Type:Customer Service 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.

  Our business closed several years ago. We are ready to close the account and have requested file destruction in phases. We are ready for the final phase which is to destroy all remaining files and close the account. I have emailed with the ***************** Team and provided them with the signed Customer Authorization for requested. Since then, I have called and emailed numerous times with no success. I just called again and was told that the ***************** ********** is closed and that the hours are M - F from 9am to 4pm ET with no explanation as to why the ********** is closed at 9:33am. I left yet another message for a call back. When they destroyed almost half of the files we had with them, they almost doubled our file storage fee without explanation. I'm at a loss for what to do. We are paying about $400 to store files that we no longer need. It's a financial hardship and I feel that I'm up against a brick wall to deal with it.

  Business Response

  Date: 08/22/2022

  The issue has been resolved.

• Initial Complaint

  Date:08/04/2022

  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.

  We are a current customer of **********************. We have been attempting to close out our account since June of 2022. There is a dispute on how many boxes we have. They are telling us that we have 55 more boxes in storage than we have because when we called those 55 boxes back in 2019 they claim they were not permanently withdrawn. However, they have continued to charge us for these extra 55 boxes for 37 months now. All we want to do is close out our account and retrieve the 75 boxes they currently have. They have ignored my numerous emails since beginning of July and when I try to call they transfer me and no one picks up. They gave me a non working number to call as well. However, they still have no problems issuing us monthly invoices. Their delay tactics are obvious to just keep getting more money from us.

  Business Response

  Date: 08/04/2022

  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:08/02/2022

  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.

  We have been a client of Iron Mountain for more than 5 years. We are trying to permanently withdraw our boxes and have them shipped to another location. it is impossible to get a representative on the phone, my email requests have been routed through several departments, and it takes days to get a response via email. Apparently I'm not the only customer on this site with this complaint.

  Business Response

  Date: 08/03/2022

  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.
  
  

  Customer Answer

  Date: 08/10/2022

  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 ********************************************** has reached out to me , but i have  been out of the office . I will close this complaint upon successful resolution of my issue.

  [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: 08/10/2022

  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:08/01/2022

  Type:Customer Service 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.

  This is regarding Iron Mountain - **************** Services. Our firm has been trying to close our record keeping items with them and retreive our boxes on site so we can store what little we have left. Earlier in the year 2022, we detroyed 156 in an attempt to lower our storage costs. it was $10,000 to complete that task to find out our storage cost did not go down but in fact has gone up. This to me is alreay a big issue. We have 35 boxes remaining and have been trying for the last 2 months to close out the account entirely. I call weekly to get the run-around about why A. B. or C. can't help me then they conveniently drop my call - I call back and it is dropped again. I asked to speak to a supervisor was on hold for 45 mintues to have my call dropped. And they ask for a call back number just in case that happens but they never call back! I have now read a mountain of other complaints that this is their mode of operation. This is not a profitable way to run your business. My mind is blown. I wouldn't even recommend this company to my worst enemy. I mean really how hard it it to fire these guys! Apparently it is impossible.I have requested phone meeting with their account closure team with an abundance of excuses. Mostly they are in the *********** and they don't have the resources to call us. This alone sounds like a scam. It has been more than 10 days since they have not responded to my last email. So I called more than once to not get any answers. Their popular answer is wait 48 hours. At this point I am done waiting.

  Business Response

  Date: 08/02/2022

  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 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: 08/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does make a start to solving my issue.  We will see how the requested phone call goes on Monday August, 8th 2022 at 11:30AM Mountain time.  If at that time, we have come to an agreement I will say this can be closed.

  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/01/2022

  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.

  We have documents stored at Iron Mountain and we would like to retrieve the files and close out our account with them. They consistently do not respond to our inquiries. When they do respond we are asked the same questions over and over again about what services we want. Inquiries are submitted via email and we regularly get responses back that they apologize that they have not gotten us the information we requested. We have called during business hours to get a recording that they are not open. We have been going through this with them for months and we still cannot get a proper quote for the termination and process to terminate the account. We have contacted several people and they keep directing us back to their closeout team and the above is what has been happening for months. In the meantime, we continue to pay for monthly storage. This is more than a local issue; this is with our assigned representative.

  Business Response

  Date: 08/09/2022

  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: 08/09/2022

  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.
  
  FAQ
  
  Regards,

  ******

  Thank you for the action, we have heard from Iron Mountain, however; we are no further than we were months ago.  We do not have a plan to retrieve our documents, we do not have a quote for the costs, we do not even know where our documents are located so that we can arrange for pickup.  This process was started many months ago and with no resolution we continue to be charged monthly storage fees.  
  

   

  Business Response

  Date: 08/09/2022

  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: 08/11/2022

  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. 

  [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,

  ******

  This is fine to receive this but again we do not have any resolution to anything.  We have been presented with a quote that AGAIN is wrong.  In fact we were told we would have a quote and when it finally did come, it really did not.  It was sent via an email with no attachment.  It took days after the initial email just to get the attachment sent.  And then, as I said earlier it is again wrong.   And there are charges included on this one that I haven't seen before.  This is getting ridiculous.  And to put salt in the wound we get another monthly storage fee bill.    We are getting charged $3.144.87/mo.  We started this process months ago.  I would like a $10,000 credit towards services for these months of storage fees that are being charged that are a result of Iron Mountain not responding to our requests and dragging this process out.

   

  Business Response

  Date: 08/25/2022

  The customer was contacted and assisted to clarify the charges on the Cost Summary about the total quantity and the billing code. 

  Also, the customer was educated about the monthly storage credits that were processed prior to the conversation with the customer.

  The issue has been resolved.  

• Initial Complaint

  Date:07/26/2022

  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 have been trying to get in contact with Iron Mountain for almost two months now. We are looking to close our account with them and I can't get a status on anything. We only have three boxes left to be destroyed and I requested that they be destroyed on 6/2/22 and they have yet to acknowledge it, yet they are being paid each month because they demanded that I sign up for automatic payments last year. I tried to log into my account to stop the auto payments and suddenly my login doesn't work. I finally received a response and the associate gave me all of these unpaid invoices. I asked for explanations on them and why were they unpaid if I pay automatically monthly? Ever since then, I will get email responses that "someone will contact you within 24, 48 or 72 hours" and it has been a month of their dodging my answers. I email them daily and let them know my availability and I get crickets.This is inexcusable and unprofessional - their service and communication was prompt up until I began the account closure process. This is such a headache!

  Business Response

  Date: 07/27/2022

  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:07/21/2022

  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.

  The company has been refusing to communicate about issues for years. They were hired to store our charts/records yet we discovered they were giving our patient charts to another facility without our authorization and chsarging us. Unable to resolve the issues with billing and charts being removed without authorization for years, we decided to request to pick up our files to end the business relationship. We have been requesting to pick up our charts from their facility for a very long time with no response from them. They have continued billing us and now appear to be trying to extort money in exchnage for our patients charts to be released. We have no point of contact and when you contact their office you often get no answer or calls back/emails back. They have been impossible to work with and resolve our issues with. We do not have any record of an agreement for charges to close out our account. It appears this info is being pulled out of thin air as retaliation for requesting to close the account. We are requesting assistance with this matter. We are discovering this company often does this to their customers holding hostage their records in exchange for extreme amounts of money.

  Business Response

  Date: 07/22/2022

  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:07/20/2022

  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.

  We are attempting to close our account with Iron Mountain Cust ID ***** since May of 2022 and they refuse to close and destroy our boxes while continuing to invoice us. I have emails saying "someone will reach out in 48 hours" and nobody ever does. You can call into the call center and wait an hour or more on hold to be told nobody can talk to you, it is email only. We just want our account CLOSED for eternity and our boxes destroyed.

  Business Response

  Date: 07/21/2022

  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: 07/21/2022

  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. 

  [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,

  *****

   

   

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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.

  Our law firm has an account with IRON MOUNTAIN for physical file storage and services, which was assigned to us from another law firm upon transfer of its business. The term of the service agreement is one year ending end of November with auto renewal if no notice to terminate. We contacted IRON MOUNTAIN in August 2022 to terminate the service. Due to our past experiences with them, we understood that there might be some delay; therefore, we contacted several times after that and still did not obtain any respond until November, 2022 at which time, they said it was too late to terminate the service in 2022. After numerous emails and phone calls discussions and complaints, paid extra service fees up to January, 2022 and paid for all other fees for retrieval, permanent withdraw and delivery to the address we provided for account closure, we finally obtained confirmation that the account had been closed and we could pick up the files when notified (but we paid for the delivery and provided address for such delivery). In the last email sent to us by **************************************** a staff at Customer Loyalty and Support, confirmed that A different loyalist will follow up with you with the pickup date and the final email that the account is closed if any questions feel free to reach out. However, since this email sent to us on March 8, 2022, we have not received any follow up and continue receive invoices and notice for us to pay more fees. I had followed up many many times, but no respond at all. This is very frustrating and outrageous, we will need those files for our normal operation and the multiple delays and non-responding will cause both reputational and financial damages to our business.

  Business Response

  Date: 07/21/2022

  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:07/13/2022

  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 stored business records with Iron Mountain for 8 years. Things were okay until you request the files to be released. This company does everything possible to delay releasing the files back to the client. Their sole motivation is to slap on additional charges by delaying records release, which is unethical and should be illegal. You need to talk to 5-6 agents who keep repeating the same message you have to talk to another department to have your questions answered and there are literally 3-4 departments just to request the file delivery. They do not reply to customer inquiries especially when it comes to billing, because they will charge you 3 months worth of storage fees even when you are no longer storing records! If anyone tries to close the account, they say it takes to 45 days to close a simple storage account, that way, they can add more charges to the closing invoice. I am calling (long wait time and they will not release the direct contact phone number for the closing agent, ever!) and sending emails daily, but received no response or follow-up from the one and only agent who is supposed to be the closing agent for the account. None of 3-4 agents I spoke to are not allowed to close the account! This company has very shady and inappropriate billing practices. They hold the clients records hostage and demand outrageous fees for releasing the records which are the properties of the client company.

  Business Response

  Date: 07/14/2022

  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 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: 07/14/2022

  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.
  
  FAQ
  
  Regards,

  *******