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

  8825 Northbrook Crt Burnaby, BC V5J 5J1

• 

  Iron Mountain

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

• 

  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Iron Mountain Canada Corporation

  195 Summerlea Rd Brampton, ON L6T 4P6

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:06/15/2023

  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.

  I have service at many locations, and have recently discovered long term erroneous billing. Accordingly, I have been trying to review all our shred bin locations, and frequency of pickup services being provided. Multiple email requests, phone calls (over an hour on the phone today with NO PROGRESS).

  Business Response

  Date: 06/16/2023

  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:06/15/2023

  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.

  In reviewing our bills from Iron Mountain, learned that we have been paying about $1,000 a month for the last three years on boxes that we gave a set date for destruction but the company continued to hold. It feels like the company took advantage of the pandemic and staffing changes to keep holding these. We were never notified that the boxes were due for destruction or not destroyed. The sales rep apparently has a former employee on the account and IM is the one who controls access - they have claimed (probably for a long time) that since the person they have on the account doesn't work here that we can't make changes on the account.Our account is ******.

  Business Response

  Date: 06/16/2023

  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:06/14/2023

  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.

  We are an Ob/Gyn Medical Practice using Iron Mountain for storage of charts. Last spring we noted that we did not receive all of their bills and found that we owed Iron Mountain approximately $2000 from past billing. We paid the full amount within 6 weeks. By August our bills stated that we were up to date. In February 2023 we were put on suspension for lack of payment of bills stating that we still owed them money. We payed every bill since August. We contacted them numerous times over the last several months sending cancelled checks from the bank that they didn't even know that they cashed. Over the last 4 months we have continued to pay$737.56 per month and have had no access to our medical records. The case number is ********. I have been corresponding with *********************************. She told me 3 weeks ago that the problem is that there was a $1000 check issued last July that Iron Mountain cashed but failed to apply to our account. She told me she would try to get us reinstated. So far that has not happened. This whole incident is Iron Mountain's fault and my office has had no service since mid February. I asked about getting compensation for the lack of service while fully paying for the last few months. To date I have had no reply. The $!000 check was applied to a $186 bill. The owe me over $800. I have had no credit or check issued to me. I seek your assistance in helping resolve this matter. Thank you for your time and consideration, Please note that these are patient medical records with potential medical and legal implications. I want my service reinstated as soon as possible with a refund of owed moneys for the $800 overpayment and compensation for paying in full while receiving no service for 4 months.

  Business Response

  Date: 06/15/2023

  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:05/17/2023

  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.

  I had contacted BBB with a billing issue with the vendor, Iron Mountain, in November 2022.Iron Mountain had billed me in excess of the amount per my signed "secure shredding services agreement." An Iron Mountain representative did reach out and we reached a compromise on the pricing.Now, less than 6 months later, Iron Mountain has increased the agreed upon service of approximately $62 per month to a bill of $92 plus per month. A 50% increase just because they can.I contacted ******** at Iron Mountain and she said she couldnt do anything for me because I was such a small account. I contacted billing and someone there created a case, but I have not heard anything in over 10 days on that. I also asked about closing the account only to find out that there is a termination fee even though Iron Mountain has breached the contract.My prior BBB complaint number was 18360078.I am asking assistance in the billing matter.Thank you

  Business Response

  Date: 05/18/2023

  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 Answer

  Date: 05/23/2023

  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 have not had any contact with the Iron Mountain representative as of today.  "****" called 10:10 am on 5-19-2023 and left a voicemail with no return phone number, no email..nothing! 

  I tried to call Iron Mountain again and no case was found???? Terrible service!

  [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: 05/24/2023

  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 via case ********.
  
  

• Initial Complaint

  Date:05/17/2023

  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.

  Our company, *******************, has used Iron Mountain for medical shredding services since 2017. We had 2 large bins and paid roughly $120-130 every other month recently as we didn't need services regularly due to patient volume and moving onto a digital platform. When we realized that 2 large bins was just too much, we went down to 1 large bin. The latest invoice after downsizing to 1 large bin is $400! Tell ** how the bill more than TRIPLED after downgrading services. Their explanation will most likely be (as we've heard this multiple times over the years) that they performed an "on-call" visit. No, this wasn't an "on-call" emergency shredding visit. We asked you to remove your bin because we wanted to downgrade. Iron Mountain has consistently been very difficult to communicate with over the years, and we have stayed silent. This time, we're not going to be taken advantage of. We would like our latest invoice to be adjusted and to be done with Iron Mountain services.

  Business Response

  Date: 05/18/2023

  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:05/02/2023

  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 had the service from this company for 5 yaers, sending someone every month to collect the *** for shredding. they did not come starting 2021 because of covid. we closed the account in 03/2022 we called and emailed to close. they are charging ** till now every month. we did many calls and every time they give ** a case number. last one is ********. and after this case they sent ** another new invoice for the following month service which we did not recieve

  Business Response

  Date: 05/03/2023

  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. 

  Sincerely,

  Iron Mountain

  
  

• Initial Complaint

  Date:04/22/2023

  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.

  We have roughly 40 boxes in storage with Iron Mountain. We historically have paid $~17 per month for this service. We are ready to receive all of them back, to destroy most of the records. We no longer need most of these, but we need to go through them first to ensure we aren't destroying something we don't need. Iron Mountain insists we pay our bill prior to sending them to us, which I agree to. Since June 2022, Iron Mountain has been charging us a $65/month admin fee. I never signed anything agreeing to this fee, and Iron Mountain is unable to justify what I am getting for an extra $65/month. It is absurd to pay an admin fee that is four times the monthly charge. I am requesting that Iron Mountain remove the $65/month admin fee, and I will pay every cent I owe them, they can send me the boxes and we will terminate our relationship with them.

  Business Response

  Date: 04/24/2023

  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. 

   

  Sincerely,

  Iron Mountain

  
  

  Customer Answer

  Date: 04/26/2023

  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 made no effort to satisfy me, only to collect money from me for an administrative fee that is 4 times what my service itself cost.  Additionally, to get my own property back from their storage, I was charged extra for a "permanent removal" for no reason other than they could.  
  
  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: 04/27/2023

  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.

  Customer Answer

  Date: 05/01/2023

  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 resent being overcharged, and charged nonsense fees I never consented to.  I have my materials back, and am thrilled to never do business with you again.  
  
  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:03/04/2023

  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.

  My company (It's A **************** ***** used Iron Mountain for one service on November 21, 2022. It was to pick up 55 boxes of documents and shred them offsite.My company was invoiced $469.20 for this service and paid it via Iron Mountain's "Bill ****** online system on 12/22/22 using the company's ***** Fargo credit card.However, on 12/21/22 iron Mountain issued an invoice in the amount of $1,287.96 for which services had neither been requested nor rendered. The ***** ************* credit card that had been given to Bill ****** was billed for $1,287.96 on 12/21/22.After at least 10 emails and more calls to Iron Mountain's customer service trying to obtain a refund for the fraudulently billed $1,287.96, I received an e-mail from Iron Mountain saying the "problem" had been "solved" and the case was "closed". I filed a disputed charge with ***** Fargo for the amount of $1,287.96, providing ***** Fargo with all the emails and log of calls with Iron Mountain. **************** investigated and referred the matter to Mastercard who contacted Iron Mountain. Iron Mountain has not respond to Mastercard within the 30 day legal deadline. On February 27, 2023 I received a new invoice via email from Iron Mountain in the amount of $643.98. This was a completely fraudulent invoice. I immediately contacted ***** Fargo and changed the account number of the company credit card so the charge would not go through. On March 1, 2023 I received an email from Iron Mountain saying payment of the $643.98 had been declined. I emailed Iron Mountain on March 4 and relayed the entire history of this debacle with them and told them to stop the fraudulent invoices, and that the credit card was blocked from any future charges. I also told them if they initiated any "collection" procedures against my company I would have to file a lawsuit against them.Please feel free to contact me via email or cell phone as listed above.

  Business Response

  Date: 03/06/2023

  Cerene St ****,
  
  
  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.
  

• Initial Complaint

  Date:02/21/2023

  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.

  Our company, *********. has had many boxes of documents in storage since April of ****. We have decided to either remove the documents or destroy them. We requested quotes for this process from Iron Mountain. They have quoted $88122.14 for retrieval, transportation, destruction, additional storage, withdrawal and administration fees, which is absolutely ridiculous. We then requested a quote for removing the documents and shipping them to us, so we can have someone else destroy them. That price was $64337.34. These prices are exorbitant. The president of our company and myself have both tried discussing the pricing with Iron Mountain's customer service team. If we call, we are hung up on. I tried their chat option on 2/15/23 and was told the case was reassigned to the concern team and they would reach out via email shortly. I haven't heard a word.

  Business Response

  Date: 02/22/2023

  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.
  
  Executive Escalation/Customer Advocacy Associate

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

• Initial Complaint

  Date:01/31/2023

  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.

  Notification of price increase was mailed to a different address (in a different city), price increase by 25% and it only increase after, I was making an attempt to close out my account. I have been trying to negotiate the price and keep getting bounce back and forth to different Iron mountain Representative.

  Business Response

  Date: 02/02/2023

  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. 
  
  Executive Escalation/Customer Advocacy Associate
  **********************