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

  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: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,

  ******

   

   

• Initial Complaint

  Date:03/01/2024

  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.

  Our company has been a customer of ********************** for over ********************************************* the approx. amount of $800.00 monthly. We are a small, woman owned independent escrow company and due to the current state of the economy, need to downsize and cut costs. We have 267 boxes of escrow files in storage with iron mountain at this time. We recently had Iron Mountain destroy part of our inventory and were charged approximately $7,000.00 to do so. This is a ridiculously inflated price. Due to the previously billed service to destroy the files and the monthly fees, we requested to permanently remove our remaining files on 2-14-24 (we would retrieve our own files) we were given an estimate of $5,040.96 at that time. We contacted them after receiving the written estimate and advised them it was too expensive and out of our budget. We then requested a call from the supervisor to negotiate the fees and payment and NEVER received a call back. Due to lack of response (we were to be called back with in 24 hours), we sent an email requesting a new reduced estimate. After several email responses to our requests, they sent us an email relaying that they were having technical difficulties, They finally emailed me a new estimate for $16,002.82 for 312 boxes (we only have 267 boxes). We called them to let them know we were concerned that their emails had gotten hacked because the responses did not have iron mountain logos on them and the amount had tripled. We asked to speak to a supervisor again, in which they responded there was no one available (we felt we were not a priority) and they would call us back asap when one was available, NO CALL BACK. After another 24 hours we then received an email with a new estimate stating they were going to accept our counteroffer (which I never gave them) in the amount of $5,460.63.This is UNFAIR business practice and extortion. We simply would like to PERMANENTLY REMOVE OUR PROPERTY from their location at a reasonable cost.

  Business Response

  Date: 03/08/2024

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

  
  Sincerely,

  
  Customer Advocacy
  **********************

  Customer Answer

  Date: 03/08/2024

  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.]
  
   
  

  I will be satisfied when Iron Mountain does in fact call us and resolve this issue. They keep dodging our requests for a supervisor to call us in regards to this matter. They gave us an estimate that was at first very high, but to come back with a revised estimate 3x higher than the first and then go back to the first estimate with some added penalty fees to force us to take their ridiculously elevated pricing is poor business practice.
  
  
  Regards,

  ******

   

   

  Business Response

  Date: 03/11/2024

  Hi ******,
  
  
  We are sorry we were not able to resolve your concerns to your satisfaction.  As discussed with *************** on 3/5/24, we will be proceed after ********************** has had time to review the most recent cost summary in full. 

   

  Thank you.

  Iron Mountain

  
  

• Initial Complaint

  Date:02/27/2024

  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 company, ********************************* **** has had Iron Mountain shredding service for around 2 years. I paid them initially for several shredding bins to have them shed documents that we had accumulated and then ongoing shredding service every quarter. I noticed last year that our bill had greatly increased, so I called to inquire about it. They were billing us for 3 consoles, when we have always only had 2. They said they would give us a credit, but the credits we got were not correct, so I asked them for itemized statements to show exactly what we paid for since we started. They then re-charged our Am Ex account for every bill we had paid over that past years. I reported the fraudulent charges to Am Ex and they got the charges reversed. I called Iron Mountain and told them that I was cancelling their service due to the fraudulent charges and to come and pick up their consoles. They wanted me to pay an early termination fee of approximately $500 because my contract was for 3 years. I refused. I told them them that I would not pay to end the service due to their fraudulent charges. They reduced the penalty to $154.70 which I agreed to pay it if that was what it would take to take to get rid of their service. I knew that I would have a final bill of the $154.70 and final shredding service which thought would be around $150. I received the attached billing today for $855.63. They added all these extra charges for service that I did not get or agree to. This has been an ongoing battle with them and they have been totally unethical and fraudulent in their billing. I should be able to end a service with a company that has fraudulently re-billed me without all these extra charges. I am a member of the BBB and would like resolution to this situation. I have hours and hours involved with trying to get the fairly resolved, but they keep piling on charges to end this. I have al the emails to and from them if needed.

  Business Response

  Date: 02/27/2024

  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: 03/06/2024

  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. 

  [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
  The bill I just received is not an acceptable resolution.  I have attached the email that I sent to Iron Mountain on February 15th, 2024.  This whole situation is a result of them overcharging me and when I asked for a detailed billing, the recharged me for every month that I had already paid for almost 2 years.  I asked to cancel my service because of their lack of billing accuracy.  I did not trust that they would not  incorrectly charge my **************** again in the future.   I reluctantly agreed to pay the $154.70 early termination fee plus my current shredding charges just to get rid of their service.  Then they billed me for these huge extra fees that they did not tell me about.  Why should I have to pay any extra fees to cancel their service when they fraudulently were overcharging me over much of the 2 year period and when I  inquired about the charges, they charged my **************** again, even for the initial overcharges?  I think the only fair resolution to this is for me to pay the $154.70 and any shredding charges that I incurred since I challenged the billing.  I should not have to pay for the extra charges that were not explained to me when I  requested to cancel service.
  Regards,

  ****

   

   

  Business Response

  Date: 03/06/2024

  ****,
  
  I hope you're doing well today. I left you a voicemail today. First I want to again apologize for any confusion regarding your services and contract. After further review of your account, we have found the charges are accurate. 
  
  As a courtesy, we waived some of the charges to assist with the amount of the invoice. As stated previously, the price for services is in addition to the Termination fee. 

  Please let me know if you need a copy of your contract to review your pricing and procedures.
  
  The Termination stands alone and the orders are in addition. The invoice attached is accurate and within the boundaries of your contract. 

  Customer Answer

  Date: 03/11/2024

  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.
  I do not accept these charges.  I have repeatedly provided the reason for the complaint to Iron Mountain and the BBB.  Iron Mountain fraudulently charged my **************** account for  approximately 2 years of charges that I had already paid.  Before that, they admittedly overcharged my account for months and when I requested a complete accounting of all past charges,they re-charge me for all the bills I already paid, including the previous overcharges.  I should not have to pay all these termination charges when Iron Mountain is at fault for all of this.  If they are going to continually fraudulently charge my account, I should not be the one penalized for not doing business with them - it should be them. I have sent you a copy of the charges.  I have talked with several people in Iron Mountain's domestic call center and they told me that I shouldn't have to pay these ridiculous charges and they will get to someone that will help, but I keep getting emails from ******************************* stating that the bill is correct.  Can you not do something to take care of this?
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:02/26/2024

  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.

  I am writing to express my dissatisfaction with the service provided by Iron Mountain and to document a series of events that have led to significant inconvenience.On 2/7/24, I contacted your customer service department to request a change in the pick-up location for shredding services from my residence to my office address. This seemingly straightforward request resulted in multiple communications with your customer service representatives, including being directed to contact Office Depot to facilitate the change.Despite cancelling the pick-up order for my residence and specifying a desired pick-up date for my office, I was assured that the change had been processed and that I would receive a confirmation of the same. Regrettably, no such confirmation was forthcoming.To my dismay, on 2/23, the pick-up occurred at my residence, contrary to the instructions I had provided. In an effort to rectify the situation, I once again reached out to your customer service. I was promised a confirmation of the resolution, yet based on my previous experience, I am left with no confidence that this will be received.Furthermore, when I requested to speak with a supervisor after a prolonged wait of 15 minutes without a response, I felt compelled to cancel all of my orders with Iron Mountain.The inability to dependably alter a service address and the lack of consistent confirmation communications are indicative of a broader issue with your customer service operations. Additionally, I sought assurance that my services would be terminated after 2/26 and that no further charges would be incurred. The response from your representativethat this could not be confirmedis unacceptable and inexplicable.I urge Iron Mountain to address these service failures promptly and to provide a clear explanation as to why a simple request cannot be accommodated. Your immediate attention to these matters and assurance of no further charges post the stipulated date is expected.

  Business Response

  Date: 02/28/2024

  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: 02/28/2024

  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. 

  No action was given. I was only told that Iron Mountain will review my complaint and get back to me. I want the lock box to be picked up and I no longer want their service. I was told that they would come on 2/27 to pick up the box but I have not received a message to let me know if this has happened. 
  
  I want it in writing that the lock box has been picked up and that I'll no longer be charged.
  
  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,

  Allisen

   

   

  Business Response

  Date: 02/29/2024

  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:02/06/2024

  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 cancelled my account with Iron Mountain in early 2022 due to them raising my fees without letting me know. They came and picked up their containers. Then, they charged me hundreds of dollars for them to pick up their equipment - I have nothing from them anymore. They zeroed out those invoices and we were done. However, they began billing me again, every single month, for administrative fees and unused container fees. Of course they are unused - I don't have them anymore. I have emailed, called and spent countless hours trying to deal with this ***************. They cannot get their billing straight. Today I received a voice mail indicating they were going to report my business for deliquent bills. I wonder if I can report THEIR business for fraudulent bills??? I need someone in their company who has 1/2 a brain to close my account and stop with the harassing phone calls. I am not now, nor will I ever be again, a customer of this shady company.

  Business Response

  Date: 02/07/2024

  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. 
  

  
  

• Initial Complaint

  Date:01/22/2024

  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.

  We submitted an online support request via Iron Mountain's portal on 11/28/23 and have yet to receive a response. This goes along with years of bad service and not responding to service requests for months on end. We only seem to get a response once we file a BBB complaint and withhold payment.

  Business Response

  Date: 01/23/2024

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

• Initial Complaint

  Date:12/20/2023

  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.

  This company has been excessively charging multiple increases per year, adding additional admin fees, etc to the point that it is extraordinary. They don't respond to complaints. We asked them to destroy less than 100 boxes last year and they tried to charge over $4,000. Then they did 2-3 more increases in cost to where we are paying more than we were with less inventory. Just asked cost to remove everything (200 boxes) and they are trying to charge almost $7,000!!!

  Business Response

  Date: 12/26/2023

  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: 12/27/2023

  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:12/19/2023

  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 no longer need their services and have attempted to contact them by phone and e-mail with a very slow response. It is costing us $900.00 per month. We have been with them since ******************************** 2015. We want all files destroyed, either by them of ourselves and are trying to find out the cost. Approximately $11,000 if we pick up the files and $12,000 if they deliver. We have 273 boxes. I should not have to wait weeks to get a response. When I called again today, I was eventually was put on hold and then disconnected. The $18,000 dollars was the amount for the two months I have been trying to close our account.

  Business Response

  Date: 12/20/2023

  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:12/13/2023

  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.

  I would caution everyone against using this company. I had them pick up my 1/2 box of documents in August and was not told they would be charging me storage fees of approximately $300 per month while they completed a scanning service I ordered. The price I was quoted is nothing close to my actual bill(s). I was quoted for way more documents but only sent 1/2 box back in August thinking they would only charge me for the service they completed. It took them until the end of October to finally scan my documents and I did not receive my usb with documents until sometime in November. No instructions for opening my file, no password, etc came with my 2 usbs. I had to reach out to customer service repeatedly over the course of several months with a lot of promises that they would call me back but they continued to drag this situation out and now it's the middle of December and I just finally received my password and bitlocker instructions to open and review my files. It feels like they purposefully drug out the processing of my scanning requests in order to keep charging me exorbitant storage fees that I should never have owed to them. Customer service told me they would reach out to the sales rep and get him to waive the storage fees since it took them so long to scan my documents and get everything to me so I could review my documents. Now today, they're saying they will not do so. I now owe them thousands of dollars - mostly in ridiculous storage fees, and still haven't even had a chance to review my documents on the usb and see whether they properly completed the task. I have little hope they did this right since I can't even seem to get a proper response to my emails, voicemails and website form submissions. When you deal with them, you're at their mercy and they can charge you anything they want and get away with it.

  Business Response

  Date: 12/14/2023

  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.