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

  1 Federal St Boston, MA 02110-2012

• 

  Iron Mountain

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

• 

  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Iron Mountain

  1201 Freedom Road Cranberry Township, PA 16066

• 

  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:07/29/2024

  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 doing business with this company since it acquired a local company. It has not been responsive and it cannot accommodate a business as small as mine. Its charges are extraordinary and increase with each billing cycle. They threaten me but they wont let me speak to anyone. Its telephone service is unaccommodating. It is impossible to do business with this company. It is so automated that one cannot reach a person to speak with. They lost a file of mine; they charge me for items I know nothing about and they are unresponsive. The company now threatens me with a negative credit report.

  Business Response

  Date: 07/31/2024

  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: 07/31/2024

  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. 

  All Iron Mountain wrote was that they would "review my file."   I've been through that with them before.  ************************* called me, and I returned her call, but no contact yet.  I am not encouraged.  This has been going on for over a year.

   

  Thank you.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 08/01/2024

  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 through the case with our escalations team.
  
  

  Customer Answer

  Date: 08/06/2024

  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. 

  We set a telephone appointment for 10:00 EST [sic] this morning.  I planned for the conference and waited foe the call.  It never came.  ******, *********** sent a VM by e-mail saying her phones were giving her a problem.  This is a huge company.  I am a sole proprietor.  This has cost me time and money.   I cannot believe that ************ did not have at her disposal another telephone to use, even her own cellphone.  This is a terrible company with whom to transact business. 

  Business Response

  Date: 08/21/2024

  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 through the case with our escalations team.
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  My service with Iron Mountain started November 2023. I have had nothing but billing issues with them. I have been overcharged, charged in USD, then in CAD, charged twice for multiple invoices already paid, and so on. Yes I have put complaints into the company throughout the 8 months I've had service with them. I have attached screenshots for you, of the MULTUIPE cases for help that I have submitted to Iron Mountain with NO resolution or refunds. The billing issue is a very easy thing to verify & fix but they just keep saying "billing is dealing with it" (for 8 months??!) The resolution is, they simply look at my contract, multply it by the 8 months of service; that's what I owed to them. Then, I provide the **** staements of what they ACTUALLY charged over the 8 months of service; thats what they owe me back. SO easy but after hours of phone ************** to ask for help, they arn't helping. I have provided Iron Mountain with all **** statements (& will to BBB as well if required) to show proof of overcharges & mischarges. Still no refunds. I will provide anything further required to verify facts, ******************** just let me know. I appriciate your time in helping with this ridiculously stressful event that has lasted 8 months. NL

  Business Response

  Date: 07/30/2024

  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: 08/08/2024

  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. 

  Dear BBB Team,
  
  I am writing to formally reject Iron Mountains recent response to my complaint, but I want to clarify that this is not a full rejection. I am willing to work with Iron Mountain to resolve the issues, and I have been in contact with ************************* from Executive Escalations/Customer Advocacy. We are currently working together to address the ongoing billing discrepancies.
  
  However, I respectfully request that my case remain open with the BBB until a final resolution is reached. My decision to keep the case open is based on my experience over the past eight months. During this time, I have initiated MULTIPLE cases with Iron Mountain regarding these billing issues, but none have been resolved satisfactorily if at all. Unfortunately, this has led me to lose confidence that a resolution will occur without the assistance of the BBB.
  
  I hope to resolve this matter swiftly and amicably, and I appreciate your continued support in overseeing this process.
  
  Thank you for your understanding and assistance.
  
  Best regards, ***********************
  
  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: 08/15/2024

  Hello ******,

  We are sorry we were not able to resolve your concerns to your satisfaction. We will continue to review your account for any additional areas of opportunity to assist you. We will be in contact again soon through the case with our escalations team.

   

• Initial Complaint

  Date:07/20/2024

  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.

  1. The original contract, signed on July 15, 2003. 2.Cancellation Notice: As per the agreement, we provided a cancellation notice via ***** on April 10, adhering to the required 30-day notice period.3.Disposal Charges Discrepancy: Iron Mountain sent us a $125,273.79 for disposal charges, which significantly exceeds quotes received from four other companies ranging from $5,600 to $25,000 for the same service.4.While no termination fee was explicitly disclosed in our contract, it was widely acknowledged by Iron Mountain representatives.5.Communication with Iron Mountain's customer service has been difficult, with language barriers hindering effective resolution of our inquiries.6.Inventory and Retrieval Delays: Despite numerous requests, obtaining an inventory and consolidating our ***** boxes stored across 14 locations in ******** and ******** has been delayed, complicating our ability to retrieve and dispose of these boxes.7.Ethical Concerns: The practices of Iron Mountain, including delays in inventory provision and steep disposal fees, appear unethical and potentially unlawful.8.Financial Impact: As a small company, the exorbitant costs associated with disposal and retrieval fees ($125K+) are prohibitive and unjustified.9.Billing Discrepancies: Recent invoices show inconsistent charges with no change in boxes held at IRM over multiple years. 10.Additional Charges for Retrieval: Charges of $18.25 per cubic foot for retrieval coupled with undisclosed handling charges, further exacerbate our financial burden.In conclusion, the practices of Iron Mountain have placed undue financial strain on our small business, and we believe their conduct warrants investigation and intervention. We request your assistance in addressing these issues promptly and ensuring a fair resolution.

  Business Response

  Date: 07/24/2024

  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:07/15/2024

  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 have been customers of ********************** for several years, and they kept increasing their prices. So on 02/27/2024, *** - who is the owner of the company - called and spoke to a representative about cancelling our account. We had received an invoice (#JGNT618; service period 01/24/2024-02/20/2024) for $333.25. *** expected to pay this invoice upon cancellation, but the rep. told her the only amount due was $180.82, and then our bin would be picked up the following day, our account would be closed and there would be no further charges. *** paid that amount (Payment Confirmation #*********) and was given an Account Closure Case #: ********. We have since received an invoice (#JHYR462, service period 02/21/2024-03/26/2024) for the amount of $664.47. ***** called on 07/15/2024 and spoke to a representative who claimed the $664.47 was the standard price for a bin pick up, even though *** had been told we would not be getting any more charges. The itemized description does not make any sense. We were charged for 2 trips, an on-call trip, and disposal of paper including on-site shredding as well as off-site shredding. The bin collected was empty so nothing was shredded, and the driver picked it up on his normal route so a special trip was not made. We refuse to pay this invoice.

  Business Response

  Date: 07/16/2024

  Hi Signe,
  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. 

   

  Executive Escalation/Customer Advocacy Team

  
  

• Initial Complaint

  Date:06/23/2024

  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.

  On 3/26/24 I contacted Iron Mountain and contracted with them for service. I received an email telling me that they would be delivering the council [for shredding] on 4/17/24 - nobody showed up. I called and was told that service was moved to 4/25/24, I told the person on the phone that date would not work as I would be on vacation and nobody would be here. Apparently they came on 4/25 to find nobody here. I was sent a bill for $120 [I have not paid it]. I received an email about missing service and they rescheduled for 5/23/24. I called to tell them that I wanted to cancel my contract with them due to poor communication and lack of service - I was hung up on. I called again on 5/8/24 and 5/15/24 and was told that a member of 'my team' would call. I have never received a call. On 5/23/24 nobody showed up - AGAIN. I called again on 5/28/24, 5/30/24 and 6/18/24. All three times I was told I would receive a phone call from 'my team'. I still have not received a phone call and I just want something in writing indicating that my contract with Iron Mountain has been cancelled.

  Business Response

  Date: 06/24/2024

  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. 
  

  Iron Muntain Customer Advocacy Team

  
  

• Initial Complaint

  Date:06/17/2024

  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 inherited Iron Mountain's storage services from our predecessor company 12 years ago and have been paying years and years of storage and "admin fees", which have risen dramatically to over $700 - $750 per month. As our company is cash strapped and looking to reduce costs, I reached out by phone to inquire about how many boxes we were actually storing with them to justify the expense and how much it would cost to cancel our contract. The customer service was hard to understand and I was given the run around and sent to the "billing department", which two days later, sent me a non-sensical spreadsheet that I could not decipher which did not address any of the questions I had.When I responded to them asking for more information, including how much it would cost to close the account, the next e-mail I received was that they were sorry I had decided to close my account. I was flabbergasted, but due to the terrible service I received, I went ahead and said yes I would like to cancel. I found out we have only 148 boxes stored with them, of which we only needed 5 boxes back, and they quoted us an insane closure amount of $10,271!!! It also looks like they put us on some auto-renewing annual contract that we were absolutely not aware of. I told them that quote was insane and we didn't want any boxes back. It should not be legal what they are doing and they have not tried to resolve the issue with me. When I checked them out on BBB in both the ** and ******, I was astounded, but also not surprised, at the hundreds of complaints against this company that are similar to mine - it would seem this company is in the business of preying on and extorting their customers. AVOID AT ALL COSTS. We will be disputing our charges and will not be paying our bills any longer for a service we do not need. I will be looking at how I can report this company to the media.

  Business Response

  Date: 06/18/2024

  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: 06/18/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business.  While I remain deeply unsatisfied with this business, we will be taking our dispute with them offline and as such will no longer require BBB's involvement.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  We truly appreciate BBB's service in acting as an intermediary for this issue. 

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

• Initial Complaint

  Date:06/12/2024

  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.

  February - June 2024; ongoing efforts to sort, retrieve, destroy long-term inventory. Prices and terms changing every time, forced to make multiple transactions in sequence which delays action and continues to have services run

  Business Response

  Date: 06/13/2024

  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. 

  Iron Mountain Customer AdvocacyTeam
  
  

  
  

• Initial Complaint

  Date:05/31/2024

  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 had a long standing relationship with Iron Mountain to do our shredding. In 2023, issues with our billing began. We were charged extra or for services we didn't request. We pursued credits in these situations, which were never completely satisfied. Our case number ******** regarding two unreceived credits of $52.64 remains unresolved. After repeated attempts to resolve issues and receive credits we ended our service with them. In addition, our credit card was charged without authorization, despite requests for that card to be removed from our file. Eventually, we reported these charges as fraudulent to our credit provider and those credit cards were cancelled as a result.More than a year later, we continue to receive emails from Iron Mountain claiming we owe them $155.16. We have responded to these emails asking for the credits we are owed and no one ever responds. We do not want them to contact us anymore as they are unwilling to properly balance the account.

  Business Response

  Date: 06/05/2024

  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:05/14/2024

  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.

  When I started storing my boxes with Iron Mountain more than 11 years ago in *********, **, I started with 250 boxes being stored. I was paying less than $200 a month, and I used pickup and drop off services regularly. I now have just under 350 boxes being stored. My monthly charges are close to $1,100 a month because there have been incomprehensible unilateral fee increases in the last couple of years (the fees have close to doubled from about 2 years ago, by my account, and I have yet to see a signed contract). I asked for fees for destroying boxes, and I was given a quote of $10,998 to destroy 250 boxes. By the way, because I apparently have a "minimum charge" on my account, after destroying 250 boxes, I would still have to pay $630 a month for the remaining charges... this does not include the additional service charges that will be added on top. After realizing that this was too high and unaffordable, I asked for a quote for delivering all my boxes to me and closing my account. Well, that costs $20,000 (my brain is still vibrating from that quote esp as, based on how Im reading the convoluted quote, the quote includes a payment of over $5,000 for them to NOT store my boxes for the next 6 months to the end of some contract which, again, I have no knowledge of).How such a company went from being reliable and affordable to gouging its customers and basically leaving them without any financially reasonable options is beyond my comprehension.

  Business Response

  Date: 05/15/2024

  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:05/09/2024

  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 stored legal files with Iron Mountain. We did not contract directly with Iron Mountain but with a company that was purchased by Iron Mountain and have no written contract with Iron Mountain. Iron Mountain increases their rates intermittently. This has now become too expensive and we no longer have a need to store our records with Iron Mountain. We'd like to withdraw our records. Rather than simply allowing us to come pick up the boxes, Iron Mountain's fee for a "Permanent Withdraw" is $31.40 per cubic foot. For our storage volume the cost would be approximately $43,000. Again we have no contract with Iron Mountain that states we agree to pay these fees. We are unable to remove our files from Iron Mountain without paying these exorbitant fees. We are willing to walk the documents out and transport them ourselves, but Iron Mountain won't allow this without paying the above fees. There is absolutely no way to end the contract but through their absurd prices for permanent withdrawal. Our annual storage costs are approximately $36,000 (with their latest prince gouging increase). We would like to permanently withdraw our documents at a reasonable cost, providing our own transportation. A reasonable cost would be equivalent to the retrieval fees that Iron Mountain charges to pull a box which is $7.75 per cubic foot. This is the amount that Iron Mountain charges to retrieve a file if we request it. At that rate, the total charge would be $10,409.25 for us to remove all of our files from their facility. We are just asking to have the files retrieved and we will pick them up. Again, we have no signed contract directly with Iron Mountain and would have never chosen to enter into a business agreement with them as we had been warned of their poor business practices.

  Business Response

  Date: 05/13/2024

  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.