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Business Profile

Data Processing Services

Iron Mountain

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Processing Services.

Complaints

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

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Iron Mountain has 104 locations, listed below.

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    Customer Complaints Summary

    • 130 total complaints in the last 3 years.
    • 38 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Iron Mountain increased our monthly bill without notice from about $300 to over $600.Then we asked them to return half the boxes so we can see what we could discard.Their billing was so excessive and so we found a similar company, Cordera, who were charging a tiny fraction of what iron mountain was charging. It took weeks before Iron mountain responded to us, and now they are saying if we leave them we owe them $16,598. They are absolutely robbing us, and not even showing us evidence of anything agreed to or signed by any legitimate person. The new company storage is $50 a month and Iron Mountain's last bill was almost $1000. It is impossible to speak to person without waiting hours on the phone. How is it possible that they can get away with this?We see lots of other people have sued Iron Mountain and complained. How can we resolve this?

      Business Response

      Date: 04/30/2025

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

    • Initial Complaint

      Date:04/22/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Iron Mountain randomly increased our bill from $620 to $932 even though we neither added nor removed boxes. We did however, call about removing boxes and got a quote that included $620 x 6 months remaining so we decided to wait until contract is up. Very next invoice they raised price to $932 for no reason we didnt add or take away any boxes.This is in violation of our contract.

      Business Response

      Date: 04/24/2025

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

       

    • Initial Complaint

      Date:04/21/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to destroy boxes at Iron Mountain and they have been difficult to reach, they are charging us thousands of dollars to get out of our contract and close our account with them

      Customer Answer

      Date: 05/05/2025

      [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:04/16/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over the course of a year we have had multiple issues with Iron Mountain. The first issue involved them losing part of our order which was 60 boxes of patient files. The second major issue was the increase in our monthly bill without our knowledge and then the suspension of our account. They have not given us a resolution and had stated we had a credit on file on our account but we believe we should not pay for the months where services were not even rendered. This also affected our business and they purposely withheld medical documents which is illegal.

      Business Response

      Date: 04/25/2025

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

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They continue to send me fake invoices. Even regular invoices have incorrect charges on them. Theyre sending me allegedly unpaid (but grizzly incorrect) invoices months later, after the account was closed. Im getting repeated canned emails from Princess.

      Business Response

      Date: 04/25/2025

      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: 04/25/2025

      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.]
      I have reached out to Iron Mountain over the course of 6 months related to improper billing.

      I have been getting canned responses for months, no resolution, nothing changes. I just receive the exact same email every few weeks.

      I continue to get bills even though all bills are paid in full (I have receipts, bank statements, etc). I get new bills from 6 months ago. I recently received a new bill a month after the account was closed. I called and was assured I do not have a balance and yet I received a new email saying I owe again. The cycle just keeps repeating itself.

       


      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: 05/27/2025

      The issue has been resolved as of May 7, 2025.

       

      Thank you.

      Customer Advocacy Center

       

    • Initial Complaint

      Date:04/09/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1) Iron Mountain has unfairly raised their rates close to 50% without providing proper notice to our business, from ****** to ****** 2) (GRAVE) We've been trying to stop our Iron Mountain Service. We requested a service in which our company would pick up the documents in question. We are changed ******* for the disposal of the materials, which is an OUTRAGEOUS amount of money. for the service provided. We requested another invoice and they have delayed. In the meantime, we are continuing to be charged for the Storag. We believe they are delaying purposely. Further delays continue to hit our bottom line. We are not the only company affected by this!!!!

      Business Response

      Date: 04/25/2025

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


    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have made more than three requests in writing to cancel their service due to being grossly overcharged, issues not corrected, and misinformation. They have overcharged us by over $1200. We have been charged when service wasn't actuated, charged for more consoles than we ever had, and bogus additional charges.

      Business Response

      Date: 04/11/2025

      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 Advocate Professional
      **********************


    • Initial Complaint

      Date:04/01/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As a small business owner, we used a small business to store our documents. The small business document company was bought out by the price gouging, creedy company Iron Mountain. The prices continue ridiculously escalate. We have made many, many attempts to work with them in closing out the account and to cut costs for our small business. To close out the account, we were given a quote of over 17K. We offered to rent a UHaul, pick up the boxes ourselves and take them to a local reasonable shredder.......we were given a quote of over 10K for that to happen. We just received a new invoice from this price gouging company yesterday and of course the prices has increased over $500 from last year. Our small businesses getting charged over 12k to store our documents. This is shameful and disgusting as the CEO and *** line their pockets. Iron Mountain is an absolute horrible company with no customer service!

      Business Response

      Date: 04/11/2025

      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 Advocate Professional
      **********************


    • Initial Complaint

      Date:03/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Iron Mountain recently completed a $26K destruction job to purge a majority of our obsolete files stored in their NJ warehouse. After weeks of calling and e-mailing to have our invoices corrected we are still being billed as if nothing was ever destroyed. They are overbilling us $2000 per month and every attempt I make to contact a sales *** or customer service is met with feigned ignorance of the issue and promises that "someone" will contact us for a resolution - which never happens. I want my current and future storage bills to be corrected.

      Business Response

      Date: 04/09/2025

      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 a resolution, as well as providing an updated response through this complaint. 

      Customer Advocacy Team

      Customer Answer

      Date: 04/11/2025

      [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:03/13/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Iron Mountain was contacted in Sep.-Oct. 2024 to cancel services and pick up the container. It's now March of 2025. They wouldn't pick up the container and continued to bill us, we acquired an additional balance due which consisted of past due bills and 'unused services' bill.We've contacted 5+ cust. ***. cases with no success. We've asked for the following from Iron Mtn.-Schedule a date/time to pick up the bin, we don't use it -Stop invoicing Fort ***** Integrative medicine on a monthly basis, -Void monthly charges from Sept.-Oct. '24 since that is the initial call into Iron Mtn. to cancel the shredding service.-Provide an updated balance (I show $898) but that includes current balance after being billed monthly without using the service -Of the current balance we are asking Iron Mtn. remove at least 50% of the balance due to the frustration, inconvenience and time trying to resolve this. From that balance we will gladly pay the remainder.They continue to pass the buck to the next cust. ***. **** even though I have emailed their supervisor to get this completed.Their phone system doesn't allow contacting the cust. ***. *** directly, they can only call us. We can't call them.

      Business Response

      Date: 03/31/2025

      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 Advocate Professional
      IRON MOUNTAIN
      Global ****************** Customer Advocacy Center


    Iron Mountain is NOT a BBB Accredited Business.

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