Business Profile
Data Processing Services
Iron MountainHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Data Processing Services.
Reviews
This profile includes reviews for Iron Mountain's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.09/5 stars
Average of 66 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromKristen A
Date: 06/06/2023
1 starKristen A
Date: 06/06/2023
It's no wonder that Iron Mountain isn't accredited on the Better Business Bureau, their billing practices are unethical and amount to price gouging. I'm with a non-profit, charitable grantmaking organization and, without notice, OUR RATES WENT UP OVER 60% IN ONE MONTH. If you are on this website because you are looking at your options for document storage (or any other service that they provide) . . . RUN, don't walk, AWAY from considering Iron Mountain. I'd love to hear Iron Mountain's rationale for an increase of over 60% but, based on comments below, many folks have commented on the poor/absent customer service (and their only response to the comments is a canned one). If anyone would like to discuss further with me or if you have recommendations on alternative document storage options, please reach out to me at *************************, Senior Manager of HR and Office Admin, at The San *********************Iron Mountain
Date: 06/07/2023
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
Review fromJocelyn L
Date: 02/03/2023
1 starJocelyn L
Date: 02/03/2023
-Inadequate resources on duty to handle high volume order requests especially during known peak seasons;-Delayed response and completion of our work orders with some requests aging more than 90 days since the original request was submitted and approved;-No communication from Iron Mountain informing of the work order status nor that they are experiencing delays due to high volume or other reasons;-Shady business practices with Iron Mountain continues to charge firms for storage costs of the boxes that should have been permanently destructed and removed from our current inventory due to the delay on their part.Iron Mountain
Date: 02/07/2023
Hi Jocelyn, Thank you for bringing this matter to our attention. We apologize for the poor experience you’ve 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 provide an updated response to this complaint.Review fromRamona C
Date: 12/21/2022
1 starRamona C
Date: 12/21/2022
I started with a records management company in **** that was bought by Iron Mountain. From others in the industry the term "we gotcha" summarizes their MO. We have paid over a million dollars for storage in the 23 years. I now have tried to cancel our account for a long time. We have gone from 20 attorneys down to a handful. We digitize everything now so there is no need to keep hard copy except for Retainer Agreements and Settlement Agreements.HOWEVER, Iron Mountain penalizes you to a great extent for ending the relationship. They charge for retrieval (goodness I would not pay $10 a box to have them delivered when I can get a moving company for a lot less) and then they charge an outrageous amount for permanent removal. The permanent removal requires only keystrokes. It can be done globally so by just putting in an account number you can remove all files associated. In addition if one finishes a lease at a dwelling and they move out they are not charged for a number of months or up to a year when they will not be paying rent. I am willing to accept, go through the files and shred what is necessary; retrieve paperclips and binders and recycle the rest myself. I learned my lesson--I closed a case and had it sent to me for permanent withdrawal--200 boxes cost several thousand dollars. We did not place another new box in their storage. Now our firm has dwindled to a few; we are closing our present office and are faced with an enormous bill for permanently removing our files from Iron Mountain facilities. We will litigate if necessary to rectify this matter.Iron Mountain
Date: 12/22/2022
Good Morning ******,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 provide an updated response to this complaint. Sincerely,Iron MountainReview fromDavid D
Date: 10/06/2022
1 starDavid D
Date: 10/06/2022
Well, looks like I am not the only oneBeen trying to retrieve a few boxes, destroy some and terminate the account. Its been more than a year. I frequently speak with someone who says that I will get - a quote - a call back - an email In three to five daysA month goes by with nothing and I call again. I have had a dozen tickets. The new number two, er, customer service rep, closes the old ticket for specious reasons and opens a new one.I have never had anyone ever actually call me back.They invoice me regularly but I stopped paying a year ago.Iron Mountain
Date: 10/07/2022
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 provide an updated response to this complaint. Sincerely,Iron MountainReview fromMelissa N
Date: 09/26/2022
1 starMelissa N
Date: 09/26/2022
We are having the same issue as many other users: we are unable to cancel our account and receive delivery of our 300+ boxes in storage. We have been trying unsuccessfully for the past four months to terminate service. The customer service reps only randomly will reply to our emails requesting updates on our termination and delivery status. Yet, they keep sending us invoices for storage/rent. It's like they are purposely dragging this out to keep collecting rent. I'd give them zero stars if that was an option. Worst customer service we have ever seen. Never will do business with them again.Iron Mountain
Date: 09/27/2022
Good Morning *******,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 provide an updated response to this complaint. Sincerely,Iron MountainReview fromAaron N
Date: 09/01/2022
1 starAaron N
Date: 09/01/2022
Shocked by the multiple levels of incompetency on the company's ability's to mess up every single step of every single transition. A dozen phone calls to correct a small issue will only lead to a dozen larger issues if you work with them. Called to have them deliver us our content. Dare I tell you how many phone calls and weeks it took to get the ball rolling on this small part of the story. They deliver it on the one day we told them not to, and then attempted to redeliver on the same day. This is just todays issue with them, I assure you tomorrows will be worse. Doesn't matter who you talk to at this company they will never relay the information to the correct person. If you want to waist your life and time try giving them a call to correct anything. It's better to just let the mess play out. Cant even get rid of them as a client if you want to. They will keep billing you into the future. Best method is to close your bank accounts manually. I have never seen anything like this in my life. There is a reason they have a one start on better business bureau. This place will scam you and your company to the ends of the earth..?????? Truly a scam at this point.Iron Mountain
Date: 09/08/2022
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 all of 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.Review fromRosie G
Date: 08/28/2022
1 starRosie G
Date: 08/28/2022
Iron Mountain refusing to cancel our account?We are trying to close our business account with Iron Mountain following many years of issues, poor service and increasing rates. On July 25 2022 we sent a notice by email to Iron Mountain customer service to shred all remaining files, send final invoice and close our account. Have sent multiple emails and are not receiving any response. If we call customer service, placed on hold for ********* plus or hung up on. It appears from reading other reviews that a "repeat response" is employed which does not address or resolve issues.Iron Mountain
Date: 08/31/2022
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 to this complaint.Review fromKelley T
Date: 08/03/2022
1 starKelley T
Date: 08/03/2022
This is actually a Zero Star rating. I am a very dissatisfied customer. The original contract price for shredding for our business has doubled in less than two years. The competition's price is less than the original contract price 2 years ago. Iron Mountain gouges their customers and make it impossible to end the service. It is virtually impossible to speak to anyone in customer service. My emails are responded to with form-letter responses that do not address my email. They have now removed the bins and I have paid the invoices for the months the shredding services were provided but they are continuing to invoice me. I have emailed and called to find out why we are receiving additional invoices but I cannot reach anyone to get this resolved. I have also asked them to email the invoices to me but they have not done that.Iron Mountain
Date: 08/04/2022
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 provide an updated response through this complaintIron Mountain
Date: 08/05/2022
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 all of our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as provide an updated response to this complaint. Sincerely,Iron MountainReview fromAlyson D
Date: 07/29/2022
1 starAlyson D
Date: 07/29/2022
I wouldn't even give them a star. I've been "working" with their customer service team on 4+ months now to get a date to physically view our inventory and still can not lock in a date. Extremely poor customer service, no attention to detail, no follow-up....they are the absolute worst. I can't wait for this project to end so I never have to use them again. I'd prefer to keep my items in my garage over them.Iron Mountain
Date: 08/01/2022
Hi Alyson,Thank you for bringing this matter to our attention. We apologize for your poor experience, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will get in touch with you directly to discuss a resolution and provide an updated response to this complaint.Review fromLisa M.
Date: 07/27/2022
1 starLisa M.
Date: 07/27/2022
Ok so I have dealt with many record storage companies and there are always some issues but this place beats all they wont give you an eta until the day of often minutes before. The delivery guys are lazy and complain and get aggravated when they have to lift a heavy box that I lifted hundreds of and Im a 54 year old short woman they send the wrong labels run extremely late t then refuse to take the boxes because they have the wrong labels on them . Do not sign an agreement with this company cityside is much better docusafe is much better and both more reliableIron Mountain
Date: 07/28/2022
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 to this complaint.
Iron Mountain is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.