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

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

• 

  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Iron Mountain (NS)

  1 Command Court Bedford, NS B4B 1H1

  
• 

  All Shred

  PO Box 1998 Fairborn, OH 45324

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:04/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of a year we have had multiple issues with Iron Mountain. The first issue involved them losing part of our order which was 60 boxes of patient files. The second major issue was the increase in our monthly bill without our knowledge and then the suspension of our account. They have not given us a resolution and had stated we had a credit on file on our account but we believe we should not pay for the months where services were not even rendered. This also affected our business and they purposely withheld medical documents which is illegal.

  Business Response

  Date: 04/25/2025

  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:04/15/2025

  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.

  They continue to send me fake invoices. Even regular invoices have incorrect charges on them. Theyre sending me allegedly unpaid (but grizzly incorrect) invoices months later, after the account was closed. Im getting repeated canned emails from Princess.

  Business Response

  Date: 04/25/2025

  Hello-

  
  Thank you for bringing this matter to our attention.  We apologize for the poor experience youve had, as it does not encompass what we intend for our customers.  We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.

  
  Sincerely,

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

  Customer Answer

  Date: 04/25/2025

  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 have reached out to Iron Mountain over the course of 6 months related to improper billing.

  I have been getting canned responses for months, no resolution, nothing changes. I just receive the exact same email every few weeks.

  I continue to get bills even though all bills are paid in full (I have receipts, bank statements, etc). I get new bills from 6 months ago. I recently received a new bill a month after the account was closed. I called and was assured I do not have a balance and yet I received a new email saying I owe again. The cycle just keeps repeating itself.

   

  
  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: 05/27/2025

  The issue has been resolved as of May 7, 2025.

   

  Thank you.

  Customer Advocacy Center

   

• Initial Complaint

  Date:04/09/2025

  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.

  1) Iron Mountain has unfairly raised their rates close to 50% without providing proper notice to our business, from ****** to ****** 2) (GRAVE) We've been trying to stop our Iron Mountain Service. We requested a service in which our company would pick up the documents in question. We are changed ******* for the disposal of the materials, which is an OUTRAGEOUS amount of money. for the service provided. We requested another invoice and they have delayed. In the meantime, we are continuing to be charged for the Storag. We believe they are delaying purposely. Further delays continue to hit our bottom line. We are not the only company affected by this!!!!

  Business Response

  Date: 04/25/2025

  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:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have made more than three requests in writing to cancel their service due to being grossly overcharged, issues not corrected, and misinformation. They have overcharged us by over $1200. We have been charged when service wasn't actuated, charged for more consoles than we ever had, and bogus additional charges.

  Business Response

  Date: 04/11/2025

  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 Advocate Professional
  **********************

  
  

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a small business owner, we used a small business to store our documents. The small business document company was bought out by the price gouging, creedy company Iron Mountain. The prices continue ridiculously escalate. We have made many, many attempts to work with them in closing out the account and to cut costs for our small business. To close out the account, we were given a quote of over 17K. We offered to rent a UHaul, pick up the boxes ourselves and take them to a local reasonable shredder.......we were given a quote of over 10K for that to happen. We just received a new invoice from this price gouging company yesterday and of course the prices has increased over $500 from last year. Our small businesses getting charged over 12k to store our documents. This is shameful and disgusting as the CEO and *** line their pockets. Iron Mountain is an absolute horrible company with no customer service!

  Business Response

  Date: 04/11/2025

  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 Advocate Professional
  **********************

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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.

  Iron Mountain recently completed a $26K destruction job to purge a majority of our obsolete files stored in their NJ warehouse. After weeks of calling and e-mailing to have our invoices corrected we are still being billed as if nothing was ever destroyed. They are overbilling us $2000 per month and every attempt I make to contact a sales *** or customer service is met with feigned ignorance of the issue and promises that "someone" will contact us for a resolution - which never happens. I want my current and future storage bills to be corrected.

  Business Response

  Date: 04/09/2025

  Hello ******,

  Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint. 
  

  Customer Advocacy Team

  Customer Answer

  Date: 04/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/13/2025

  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.

  Iron Mountain was contacted in Sep.-Oct. 2024 to cancel services and pick up the container. It's now March of 2025. They wouldn't pick up the container and continued to bill us, we acquired an additional balance due which consisted of past due bills and 'unused services' bill.We've contacted 5+ cust. ***. cases with no success. We've asked for the following from Iron Mtn.-Schedule a date/time to pick up the bin, we don't use it -Stop invoicing Fort ***** Integrative medicine on a monthly basis, -Void monthly charges from Sept.-Oct. '24 since that is the initial call into Iron Mtn. to cancel the shredding service.-Provide an updated balance (I show $898) but that includes current balance after being billed monthly without using the service -Of the current balance we are asking Iron Mtn. remove at least 50% of the balance due to the frustration, inconvenience and time trying to resolve this. From that balance we will gladly pay the remainder.They continue to pass the buck to the next cust. ***. **** even though I have emailed their supervisor to get this completed.Their phone system doesn't allow contacting the cust. ***. *** directly, they can only call us. We can't call them.

  Business Response

  Date: 03/31/2025

  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 Advocate Professional
  IRON MOUNTAIN
  Global ****************** Customer Advocacy Center

  
  

• Initial Complaint

  Date:02/25/2025

  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.

  Our company has been with Iron Mountain for over 30 years. Last year we hit a financial hurdle and one of the items to cut was Iron Mountain. After reviewing our options, we decided we could not afford to get out. The fee for them to shred was nearly the same if we pulled our boxes out and picked them up ourselves! We set to begin shredding boxes to reduce our fees over time. We have shredded 240 cubic feet of boxes, but our billing has not changed, we are still being billed for ****** cubic feet of storage. Despite instructing them not to add charges for the lid or box replacements, they continue to do so without prior approval, which they told me was their process. The charges are just added to the bill at random intervals. I have to dispute the charges on each invoice. For the past two years, the contracts have been renewed several months early with a convenient "If we don't hear from you, you will be enrolled in the new pricing" clause. The first year, they sent the information to our old address, the forwarding had expired so we were on the hook. This year, our pricing was set to renew in May, they sent new pricing in February stating it would begin in March. This is problematic when you are trying to shred boxes before the next renewal. The new bundle pricing is based on what we stored there in the past 24 months, not what we currently have stored. This is problematic since we have shredded 240 cubic feet in the past two months. The letter stated to contact my account manager to opt-out. Upon calling today, I was initially given the name of ******* Gulfun but was only offered an email to contact him. When I refused and asked to be transferred to him directly, they told me we did not have an account manager. I asked to speak with a supervisor, I was told there wasn't one available. They created a ticket and said I would receive a response in 48 hours. This is unacceptable, our contract renews on 3-1-25. The case number is: ********.

  Business Response

  Date: 03/04/2025

  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:01/17/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 provides document shredding service to our company. When I signed up with them in January 2023, I was given a 2-year contract. January 2024, I received a letter stating that my pricing was going to increase. I worked with a **************** representative who told me that our contract pricing was good for 2 years, so we would not be subject to the 2024 price increase. When I was going over invoices at the end of 2024, I realized that Iron Mountain had been billing us at the increased 2024 prices. I asked them for a credit of $1477.07 for the overcharges. This request was on 12/5/24. While they do respond to my email requests, the only response is that they are working on it and need a few more days. It is impossible to reach anyone that can help by phone.

  Business Response

  Date: 01/24/2025

  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: 01/29/2025

  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 # ********. 

  Iron Mountain has continually sent emails stating that they will be looking into a resolution, but after 7 weeks, it is still not completed.

  Regards,

  *****

   

   

  Business Response

  Date: 02/10/2025

  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: 02/10/2025

  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. 

  The issue is still unresolved.  I am still waiting for Iron Mountain to issue a refund check for the overages billed in 2024.

  Regards,

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

   

   

  Business Response

  Date: 02/24/2025

  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: 02/25/2025

  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. 

  Again, all this company does is state that they will be looking into the issue, but nothing has been done.  I am still waiting for a refund check almost 3 months after starting my claim with them.

   
  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:01/16/2025

  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 work for Girl Scouts of *************. Girl Scouts has used Iron Mountain for the last 20 years. This past year, 2024, we have been determind to get our account closed because of the high cost of storing files. In August of 24',our last order of destruction was completed. There were no more files left in iron mountains posession. We received our last invoice shortly after. I saw a charge of $198.69 for fuel surcharge. I called to question that charge and how fuel had anything to do with destroying paper files . The total invoice was $5664.82. In my opinion, a rediculous amount of money to destroy 168 files. I refused to pay almost $200 for fuel, when nothing was transported out of the warehouse, it was all destroyed. At the same time of questioning this fuel charge, I requested that our account be closed, being that Iron mountain had no files of ours and we had no plans of sending anymore files to be stored. I was told I couldnt close the account until the fuel charge complaint was settled. I was told that within 48 hours, someone would call me to discuss the matter. Well, its 6 months later, I've called dozens of times, lost my temper on the phone,and have been charged each month continually for storage of no files. I have stressed that this is an urgent matter and that I need to speak with someone that can make decisions and still nothing. I stressed that if they would come to a settlement with me, I can send the balance within a few days. Their customer service is terrible and I am at my wits end with getting no where.

  Business Response

  Date: 01/17/2025

  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.