Business Profile

Data Processing Services

Iron Mountain

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

130 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/09/2024
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.
Our company has boxes of business records in storage with Iron Mountain. We requested destruction of certain boxes and a quote and timeframe for such request. We also requested updated pricing for the boxes that remain in storage. It has taken months to get any information from the company and they are being extremely cagey and there is a concerning lack of follow through and updates to our repeated requests. They are trying to drag out this process to keep their current billing level and it is unfair and unprofessional.
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.

Customer Answer
Date: 05/13/2024
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.
I have not heard from anyone at Iron Mountain and the matter has not been resolved.

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: 05/14/2024
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: 05/22/2024
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.
I have a strong preference to keep this matter open with the BBB until the matter has been fully resolved. We have been strung along since January 2024 to get the proper customer service and it has not been until this case was filed that I have received prompt and detailed responses from the company. They have indicated a date of completion of June 28th. I see no reason why this request should take this long and I do not trust that it will be completed. Also, I want to revisit billing and pricing with the party during this dispute period. They have been unresponsive for extended periods along the way and I have no confidence that the matter will be resolved to my satisfaction. I would like to keep this complaint open until the project has been completed. Thank you.

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:05/07/2024
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 had multiple instances of being billed for services when technicians have not shown up to pick up our shredding and have had to go back and forth with customer service to get things remedied. Most recently we received 2 very large invoices of which were auto-debited from our account for charges that are not explained, or very vague, and do not align with our service contract or services provided. Iron Mountain's customer service people cannot tell me that the charges are for but continue to state the charges are legitimate. We wish to cancel our account and find a reliable shredding service as we are required to have one to operate our business. We believe we should not have to pay a cancellation fee since we already paid exorbitant and illegitimate fees for services NOT received.
Business Response
Date: 05/09/2024
Hi April,

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 Advocacy Team

Customer Answer
Date: 05/10/2024
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.
I am being asked to provide a response as to if I accept or reject the business's response. The only response so far has been to set up a time to talk. No specific time has been agreed upon yet and no terms have been discussed yet. No resolution has been reached yet, so my complaint needs to remain open until a satisfactory outcome has been reached.

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,
April

Business Response
Date: 05/13/2024
Hi April,

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 Advocacy Team
Initial Complaint
Date:05/03/2024
Type:Sales and Advertising 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 had their services for 1 year since 1/2023. As of 1/2024 they began charging me and extra 78-80$ per month for their service. I didnt realize this increase until last month and have been giving me different information when I inquired about it. Including denying I could get a refund for the near $300 they now charge for a service I paid $180 for, for 1 year. I was very distraught as they made my business account go negative/NSF. now theyre trying to charge me again another $280 for coming to removing the bin since I cancelled the service after failing to properly notify me of a rate increase. I am a nonprofit mental health collective owner and a licensed clinical social worker. For the last 3 weeks theyve lost me money cuz I had to stop seeing patients and go on a wild goose chase with them just to get some money back and get them to stop charging for so much money for absolutely nothing. They removed the shredding consul and want another 280. So far theyve only refunded me the difference of the last months service. I need 4 x $78 refunds. They have been over charging me January and refusing to pay me back saying I should have known, when I had no idea. Furthermore they need to stop sending me more invoices. They removed the bin and because of that want another 280$. I cannot afford this and go bankrupt and foreclose my business at this rate. In the email photo attached from 4/26/24 you can see they said theyd refund me ******. But they failed to do so. And now as of today theyre saying they will only give me back $78.61. This is insane. If theyre gonna refund me the difference, it needs to start from January 2024 hence the 4x78.
Business Response
Date: 05/07/2024
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: 05/08/2024
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.
[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,
********

Customer Answer
Date: 06/04/2024
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.
I am a non profit business owner. I have already sent one complain about this company. Ive been trying to cancel with them for over a month; instead of cancelling services they email and call me almost everyday saying I need to pay for an invoice then they charge me. In two days, they have charged $466. When I call the customer service is people in ***** and they take 45 minutes of my time to give me 0 help. They said theyd terminate and take me off auto pay. They said Id be refunded. Instead I am being charged everyday. My wellbeing is being affected, I am negative in my business accounts because of them. The service I signed up for a year ago was $165 charge one every 3-4 months. They switched and baited and randomly started charging me monthly since January. I never signed up for this or authorized it. They just keep taking my money so 0 service. This is fraudulent at this point. Pleas help me. I am ready to harm myself physically because of the emotional stress this financial strain is having on me. Please do something. I need multiple refunds starting 1/2024. I never authorized more than $165 per quarter. Ive been charged monthly for $235 since January. I need my money back.
Business Response
Date: 06/04/2024
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:05/02/2024
Type:Billing 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.
Cancelled account and bins picked up from location on 2/22/24 to which were they charged us 2times what was agreed.On 2/22/24 we paid $386.96 via amex ( have the cfm from amex)Iron MOuntain told us 12/22/24 to close our account our final cost will be $513.75.They charged us twice the amount which I worked with Amex to get credit via a dispute.I tried from Feb 2024 to May 2024 to rectify the issue to explain what we were told, what we paid and what we should owe only to get ignored and re-sent a bill with wrong amount.I am looking to the bill with the correct amount so we can pay what we owe, $126.79
Business Response
Date: 05/02/2024
***************,
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,
********
Executive Escalations/Customer Advocacy
********************** | *************
Customer Answer
Date: 05/02/2024
[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,

*****************************
Customer Answer
Date: 05/08/2024
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.

I am reaching out to the BBB with the hope that maybe Iron Mountain can explain to you how they arrived at the figure of $315.72. Even escalations still cannot explain it to me. As impartial as I can be, if I am wrong, then Iron Mountain should explain how I am wrong and back it up with figures to show me. Its just that simple, fair and professional.

Business Response
Date: 05/24/2024
Per the customer response:
From: ***************************** [************************]
Sent: 5/22/2024 12:50 PM
To: ********************************************* ****************************
Cc: ************************
Subject: RE: Iron Mountain | 28B9Z | Case ******** [ ref:!00D800aP47.!500Hr01linOB:ref ]

Good afternoon,

Received and final payment has been made via the link provided in your email today 5/22/24.

As of now we have no outstanding balances.

The issue has been officially resolved @Better Business Bureau
Initial Complaint
Date:04/22/2024
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 set up a contract for 3 years to have our files stored. Contract started 4/2021 and ended 4/2024. Upon calling to terminate and retrieve my files I was quoted I would have to pay $11,000 to have the files delivered. I then asked for a quote for me to pick up, and again I was quoted $11,000. I have tried to speak to someone in order to find out why I would need to pay so much. I have paid them monthly $1,000, and have never missed a payment so for me to pay $11,000 to retrieve my files is very disturbing.
Business Response
Date: 04/24/2024

Hi Aniefiok,
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:04/17/2024
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.
We have stored medical records with Iron Mountain for 20 years. Iron Mountain imposes rate increases 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 terminating our agreement and paying a reasonable delivery fee, Iron Mountain is charging $7.75 per cubic foot to pull our documents off the shelf, $17.69 per cubic foot handling fee, and a $12.30 per cubic foot permanent withdrawal fee. We have had no say in price increases and cannot extract ourselves from our contract with Iron Mountain without paying these exorbitant fees. These fees do not include delivery.To see our records on-site, Iron Mountain would charge $3.08 per cubic foot retrieving our files. We are willing to walk the documents out and transport them ourselves, but Iron Mountain won't allow this without paying the above fees. We are handcuffed to a price-rising contract with no way out but through their absurd prices for permanent withdrawal.Our annual storage costs are about $36,000.The cost to terminate would also be about $36,000.We'd like to permanently withdraw our documents at a reasonable cost, providing our own transportation. A reasonable cost is in line with the retrieval fees: $3.08 - $7.75 per cubic foot.
Business Response
Date: 04/18/2024
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
Initial Complaint
Date:04/15/2024
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 used Iron Mountain (Account # ****** for years but they recently doubled their monthly billing charge ($131.72 a year ago to $253.93) to empty 2 consoles once a month. The last Iron Mountain pickup was on 3/5/2024, we cancelled our service and stopped using the containers and informed them. They arranged to pick up the empty consoles one week later on 3/12/2024. This week we received a bill to pick up the 2 empty consoles in the amount of $653.76! I have no objection to pay an amount for the removal of the 2 consoles but this bill is outrageous, particularly as they charged over $250.00 seven days earlier.
Business Response
Date: 04/19/2024
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: 04/28/2024
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.
[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: 07/26/2024
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:04/05/2024
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 reduced our storage with them by 50% and our monthly rates have doubled. Our rates have increased 3 times in about 9 months. They are charging storage for units that were supposed to be destroyed, after charging on average $35/box to destroy records. I have asked repeatedly for a quote to remove all of our records from their facility and haven't received it yet, but their pricing guide from 2 years ago suggests it will cost as much as records destruction.
Business Response
Date: 04/08/2024
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.
Best Regards,
Customer Advocacy Associate

Customer Answer
Date: 04/29/2024
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.

My claim is not resolved. I have been working with Iron Mountain to try to resolve the issues. I have been told they can increase our prices as often as they like because we do not have a contract with them. I am attempting to close our account and got a quote that included storage through 7/2025 because we have a contract. They contradict themselves regularly. I did not sign a contract with Iron Mountain ever, so that they are trying to charge me over ****** for contracted storage for 15 months is thievery and they cannot be trusted.

Business Response
Date: 04/29/2024
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.
Iron Mountain Customer Advocacy Team

Customer Answer
Date: 04/30/2024
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.
They've assigned someone to help me. I continue to be overcharged by A LOT. They've charged me for destroying records (per my request) and continue to charge me for storage of these same destroyed records, which equates to almost 400cf - for the last 2 months. I've notified them several times about this. Finally today one of my contacts said they've escalated my billing concerns. I can't sign my termination agreement because they want me to pay in full these overcharged costs. By the way, the cost to get out of business with this company is highway robbery. Destruction of records costs literally 5x what other companies charge. They charge a handling fee, a box retrieval fee, and a destruction fee.

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:03/20/2024
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've used Iron Mountain for many years. The week of March 11, 2024 we requested boxes be delivered to ** from their record retention. After multiple attempts to get help with customer service, they said we have to pay outstanding invoices to get the hold off our order. We were never made aware of any outstanding invoices. One of the invoices we show as paid and another I wish to dispute but they are holding our boxes ****** until we pay the outstanding. Once paid, I feel I've lost any opportunity to dispute and/or receive credit. I've reached out to customer service multiple times but they don't seem to know anything, leaving us without any recourse.
Business Response
Date: 03/21/2024
Hi Christi,
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: 03/21/2024
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.
I appreciate the response and welcome you reaching out to me to resolve. I do not wish to close out the case until resolution is accomplished. Once accomplished I will be happy to close out the case. Thank you for the quick response.

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,
Christi

Business Response
Date: 03/25/2024
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: 03/27/2024
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 are being told the Hold is still effective by one person on the escalation team due to them not applying credits to the correct invoices and we are being told it is resolved and the hold has been lifted by another escalation team member. Our account is still on Hold.

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,
Christi
Initial Complaint
Date:03/05/2024
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.
******' has reached out to Iron Mountain regarding pricing on multiple occassions, as there have been 3 price increases in the last 12 months. When we've inquired or disputed the price changes the customer service department has delayed responding. Our payables department reached out to the rep assigned to the account, with no response. We reached out to customer service and asked that the issue be escalated to our **** *** assignment and response from the rep took nearly 10 months, now they committed to providing discounted pricing for a 2 year agreement, but we haven't received the information or a response from them with the updated pricing and in the interim the pricing has increased again. *** storage pricing went from a rate of ***** in Jan 2023, to ***** in July 2023 and now has increased again to ***** in March 2024. We've also been charged for empty containers, Iron Mountain agreed to remove form our invoice and even issued a credit but now they continue to bill and we need to request credit. We've held payment now for a few months hoping that would bring some sense of urgency to resolving the issues and expressed to their customer service that we needed to get these issues resolved before we could pay the invoices and now they are billing late fees. It is clear the billing practices, timely resolution and customer satisfaction are not very high on the priority list and it has been frustrating and time consuming to try to get this resolved. We've also asked for a report of the invoice detail for the last 12 months in Excel to analyze the data which we have not received a response as of yet.
Business Response
Date: 03/06/2024

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 Answer
Date: 03/21/2024
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.
No my complaint has not been resolved as of yet. I am waiting on final resolution.
Business Response
Date: 03/21/2024

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: 04/02/2024
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.
A contract was provided to me, I made an adjustment to the price increase, as we were not agreeing to the increase of 10% per year. I returned the modified agreement to Iron Mountain, they removed the change I made and add a 9% price increase and executed the agreement without any discussion, this is an unethical practice. Attaching the agreement submitted and the executed agreements to show the change that was made.

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,
******

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Iron Mountain is NOT a BBB Accredited Business.