Complaints

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

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Iron Mountain has 104 locations, listed below.

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• 

  Iron Mountain

  1 Federal St Boston, MA 02110-2012

• 

  Iron Mountain

  14410 121a Ave NW Edmonton, AB T5L 4L2

• 

  Iron Mountain

  PO Box 27128 New York, NY 10087-7128

• 

  Iron Mountain

  207 Moonachie Rd Moonachie, NJ 07074

• 

  Iron Mountain

  100 Harbor Dr Jersey City, NJ 07305

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/08/2023

  Type:Product 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.

  Our firm used Iron Mountain document for shredding services since (account ******. At the beginning of January 2022, we terminated the service due to numerous service and billing problems. the last invoice we received dated 1/30/23 showed we had a CREDIT of $97.47. The previous invoice dated 12/31/22 also showed a credit of $222.09. Our bookkeeper inquired about the refund in March 2023 and the request was acknowledged (Case ******** 22VPZ) and the account was confirmed to be inactive. No refund has been received. On 9/25/23, iron Mountain contacted us by email saying there were outstanding invoices being reviewed for third party collection. No invoices were provided with the email. and I sent a reply with the last invoice and stating that we had received no further invoices. I also called and left a message for the person who originated the email but did not hear back. Iron Mountain contacted us again on 11/7/23, with the same message and I sent the same reply. Again, no invoices were provided. On 12/6/23, I received a phone message purporting to be from Iron Mountain, saying that we owed $100.13. When I returned the call, the number was for ****************** not Iron Mountain. I attempted to call Iron Mountain's number but again, was unable to get through within a reasonable time. I went back over our past invoices from iron Mountain and found one for $100.03 dated 6/30/22. Several payments had been made thereafter for service and our last invoice of 1/31/23 showed a CREDIT.

  Business Response

  Date: 12/12/2023

  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: 12/12/2023

  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. 

  Until I have heard from Iron Mountain regarding the results of their investigation into my complaint, the issue 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: 12/13/2023

  Hello *****,

  The matter is still be reviewed and we will respond accordingly once we have an update.

  Thank you,

  Executive Escalations/Customer Advocacy
  ********************** | North America

• Initial Complaint

  Date:12/05/2023

  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 have been attempting to end my contract with Iron Mountain and have them zero out my account since August 2023. On multiple occasions, I have been informed that my account is closed and they are in the process of zeroing out my account as it still shows a balance owed even after I paid them their "final amount". The account never gets zeroed out and I am out of options as there is not a person that I can call about the issue. I keep getting referred to an automated email account. I am attaching the last email received from Iron Mountain stating they will complete this request and zero out the account within ***** hours that was dated 11/06/2023 and they have not completed this final request.

  Business Response

  Date: 12/06/2023

  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:11/09/2023

  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.

  Noticed I was being billed double.. upon review of invoices it was noted that iron mountain is charging us for 2 pick *** and 2 consoles even thought we only have 1 console that gets picked up once a month I have spent countless hours calling to only get a ticket created we have sent emails and have gotten a call back mid day while working.. they never give you a direct line and every time you contact it only creates a new online ticket The lates supervisor email o got is a non working address I cant even cancel this service at this point bcs they are impossible to get a hold off poor management and fraudulent billing is what this company has

  Business Response

  Date: 11/09/2023

  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:10/31/2023

  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.

  The last bill was more than the month before, and they had picked up the container 19 days before the bill statement's ending date. They are price gouging their customers that are leaving them.In the two years I used them my bill went from $65.00 a month to $208.00 a month, and we I asked them why I was told "because we can". I should have the final bill reduced by a pro rate of $131.86.

  Business Response

  Date: 11/01/2023

  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:10/18/2023

  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 are a large dealership located in **************. Iron Mountain has our documents for storage and to be destroyed. We have made several attempts to reach them with regards to destroying our documents that are currently ready yet, we have only been informed that they will not provide service until we clear up a previous bill balance that is well over six months old. We have made several attempts to show Iron Mountain that this balance is not owed and to have our destruction processed but we are unable to obtain a phone call back or receive the service we currently pay for. We have requested to have this escalated but the representatives simply put us on hold and return stating that a supervisor is unavailable. We are requested the balance be adjusted and services be rendered.

  Business Response

  Date: 10/19/2023

  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:09/14/2023

  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 use Iron Mountain for our offsite file storage, and ultimately pay them to securely destroy our files when they are no longer needed. We have contracted rates for file destruction and our most recent file destruction order should have been billed per our contracted rates at $5,811.60. Iron Mountain instead billed us $11,645.62. Iron Mountains own representatives have confirmed that my math is correct, but they have been unable to issue a corrected invoice for over 90 days. They've also failed to communicate that the bill is being contested to their collections department who is now sending us threatening past due notices. We have paid the actual amount due (collections is pursuing the errant funds added to the bill). This is the second time we've gone through this issue. The previous incorrect billing took months and months to correct, involved threats from their collections department (and possible damage to our credit) and wasted many, many hours of my time. Iron Mountain's representatives, and more importantly their organization bureaucracies have completely failed to support us on any level. We have no account manager, customer service is outsourced internationally to representatives that have no ability to support clients. We are contractually bound to this vendor, and are bound by the sheer volume of documents we store with them, otherwise we would have fired them long ago. I would like our billing corrected promptly at the bare minimum. I would love to see a credit for our lost time - our internal hours working to pursue billing corrections from these two incidents exceed $500.

  Business Response

  Date: 09/15/2023

  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:09/11/2023

  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.

  This complaint is about Iron Mountain and their custom service. I complained about this company about a year ago which resulted in a contact who helped me to organize a few issues. But the issues havent been resolved. Its horrific how much time this has taken! They continue to provide no follow up and nobody takes responsibility for cases that they open and then close without resolution! Im so frustrated! Please help me.

  Business Response

  Date: 09/12/2023

  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: 09/12/2023

  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:09/08/2023

  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.

  I contacted ******* Fine Arts, an Iron Mountain ***************** regarding packing and shipping services in September 2022. They were not very responsive, but by January 2023 we came to an agreement for them to pack two pots in two cardboard boxes. I paid the agreed upon amount of $788.65 in January, they packed the items in February, a separate shipper was used, and the items were received in March 2023. The items arrived in two 'dish pack' cardboard boxes, which retail on the internet for $6-$12. In June 2023, Iron Mountain's accounting department began contacting me requesting an additional $60.40. I told them that the bill had been paid in full some four months prior, and submitted a copy of the paid invoice. They said they wanted additional money for packing tape. I stated that I had not been notified of the need for additional materials, I did not approve additional material expenses, that they were well paid for the service provided, that our business had concluded four months ago, and that I would not pay these additional expenses.They have continued to harass me for the past three months. They have threatened to send me to third party collections, and damage my credit. I have received emails, as well as unknown phone calls in the evening. I want them to stop contacting me. I would also like some kind of refund on the original purchase due to the continued harassment.

  Business Response

  Date: 09/11/2023

  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: 09/12/2023

  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. 

  My chief request was for Iron Mountain to stop contacting me.  Their response was to contact me outside the BBB forum.  This is contrary to the request.  
  
  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: 09/12/2023

  Hello *******,

  Please be advised initial acknowledgement is carried out through the BBB website. The process is transferred to our internal system for resolution and continued correspondence. Contact is made by a member of the escalations team who assists on these submissions (*******). Should you like to continue, we look forward to your response to our most recent email. Have a wonderful day. 

  Customer Answer

  Date: 09/19/2023

  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. 

  I was not contacted by anyone named ********  I responded to a message from ******************************  
  
  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:08/28/2023

  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.

  Iron Mountain picks up shredding for our business every other month. We started out with two bins, but realized in 2023 we only needed one bin. As of 2/1/2023, the price increased from $99.71 billed every other month ($49.85/month) to $137. 42/every other month + $11.95/month administrative fee (for a total monthly cost of $74.68/month). We worked with Iron Mountain to schedule the return of one of the bins at our regularly-scheduled shredding pick up, on 5/31/2023, specifically to ensure there was no additional service trip. On 7/3/2023 we received an invoice (and notice of auto-payment) for $387.66. I complained and was told the increase was due to the 2/1/2023 price increase (obviously it was not). I escalated the complaint and almost immediately received a second invoice, on 8/1/2023, for an additional $155.58, bringing our total charges in July and August to $543.24 (or a monthly cost of $271.62), more than triple the cost in the preceding months. I again escalated the complaint and again received the explanation that the increase was due to the 2/1/2023 price increase, and also an extra service call to pick up the second bin. I provided the attached spreadsheet and the information that no extra service call was requested or required. There has been no response.Note that the Georgia address is the only address I have. I have requested contact information for the regional office, but that was denied. (As an important aside, our Iron Mountain pick up driver is great, and I have no complaints about her services). I would appreciate your assistance with this matter, and in particular with getting a refund and an assurance that future ******** will be at the previous (increased) level: $137. 42/every other month + $11.95/month administrative fee (total $74.68/month) LESS any reduction due to the fact that we now have only one bin of shredding to be picked up rather than two bins. Thank you.

  Business Response

  Date: 08/29/2023

  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: 08/29/2023

  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. 

  Iron Mountain has provided no response other than that they will be reviewing the situation. Since my ************ are Accept and close the complaint, or Reject, I am choosing Reject. An Iron Mountain rep did call and reiterate that she was reviewing the situation. I am hopeful it will be resolved, but at this time there has been no resolution. 

  Thank you,

  ******************* on behalf of **************************, LLM, P.C.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 08/30/2023

  H,
  
  We are sorry we were not able to resolve your concerns to your satisfaction. We are reviewing your account for any additional areas of opportunity to assist you. We will be in contact soon.
  
  

  Customer Answer

  Date: 08/31/2023

  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. 

  I am truly not trying to be difficult! But there has been no resolution - I can't "accept" something that hasn't happened. I received a message from the business through BBB, and then via a phone call, that the customer service rep was "reviewing the situation." That is the only response I have received. No one from Iron Mountain has offered me a refund or described why they feel the charges were appropriate, so there is no resolution to accept or reject.

  As an aside, I can't imagine how they would explain the charges - we went from about $70/month in May, for two bins, to $270/month in August, for 1 bin. The only logical explanation is that there was a mistake by Iron Mountain. But again, I can't accept a resolution or explanation that hasn't been offered.

  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,

  *****

   

   

  Business Response

  Date: 09/12/2023

  Hi *****,
  
  We are sorry we were not able to resolve your concerns to your satisfaction. We are reviewing your account for any additional areas of opportunity to assist you. We will be in contact again soon.

• Initial Complaint

  Date:08/15/2023

  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.

  After contacting Citibank Headquarters *** and *********** ************* (bought INGSavings **** they stated that Iron Mountain *** downtown "may" have documents after 9/11/2001 (due to storage requirements beyond the normal 7 year record retention for cost basis information). My CPA sent the following and I have proof of WTC survivor fund info including *** government identification pre and post 9/11/2001 (and as of today). Please find the attached and let me know if your firm can assist (ie. have records as indicated?) I called several times and sent requests on your website to no avail. I'd appreciate a response either to myself or my CPA. Thanks for the help. ****

  Business Response

  Date: 08/18/2023

  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 Advocacy Associate
  **********************
  ******************************