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

  10641 Iron Bridge Rd Jessup, MD 20794-9640

• 

  Iron Mountain

  207 Moonachie Rd Moonachie, NJ 07074

• 

  Iron Mountain

  1201 Freedom Road Cranberry Township, PA 16066

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:10/01/2024

  Type:Delivery 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.

  We signed an agreement for shredding services. This company was supposed to come to my business and pick up shredding on Friday, September 27th. They never showed up. They wanted to reschedule but we declined. It was difficult to get the appointment with them and I had trouble getting their attention before they did not show up. I asked for them to delete our account. Today I received an invoice for $519 for "service". When I reached out to try and get this cancelled since they did not provide any service, my requests have been ignored and responded to only with another copy of the invoice. I do not have reliable contact information to resolve this issue. All of my calls and emails go unanswered.

  Business Response

  Date: 10/02/2024

  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: 10/07/2024

  [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,
  
  ****** Des Enfants

• Initial Complaint

  Date:09/04/2024

  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.

  Started with a contract for $105/mo ended up charging me over $200/mo. I waited until the end of my contract, gave them the required thirty days notice and they are still charging me $911 to remove the bins. They are a total ripoff.

  Business Response

  Date: 09/05/2024

  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:09/03/2024

  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.

  I own a small tax preparation service and need secure document destruction services. I contracted with Iron Mountain to get 1 console style bin and request pickup of documents every three months. I agreed to automatic debit of the fees.My fees the first year of the contract were $387.50.My fees the second year of contract were $763.01.My fees so far this third year of contract have been $768.61 plus an early termination fee of $772.15 Despite repeatedly calling the company after repeatedly finding notes on my door that they were unable to complete service, they continued to attempt pickup before I open in the morning.I tried to terminate service in May of this year and was told I would owe an early termination fee of $763.68. I could not afford this, so did not terminate.The third invoice this year is more than quadrupled from my first invoice under this contract.I have agreed to an even higher termination fee than I was quoted 3 months ago that I still cannot afford because I also cannot afford to keep doing business with this company.I do not expect a full refund, but humbly request some financial relief. My small business has been hurt by these fees.

  Business Response

  Date: 09/04/2024

  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:08/29/2024

  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 signed a two year shredding contract with Iron Mountain for our business and they broke the contract before terms were up. Continued to add unknown charges and increasing our bill; other unknown charges added each month and then when we questioned and refused to may more than our monthly contract they sent us to collections.

  Business Response

  Date: 08/30/2024

  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:08/29/2024

  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.

  Iron Mountain provided paper shredding services for our medical office. Unfortunately, there were a few months where we were billed for services not provided. I called them on multiple occasions and they told me that adjustments were made to the billing. (Later, they reneged on the billing adjustments.)I sent him a letter terminating our agreement on January 2, 2024. They came to pick up to empty paper container bins in March 2024, I was charged about $400. I have called customer service for ****************** on multiple occasions and they told me that they would make adjustments on the final billing. Unfortunately, they have not made any adjustments. I am complaining that they charge for services not performed and over charged for picking up to plastic bins.Thank you,*********************************** MD

  Business Response

  Date: 09/04/2024

  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:08/21/2024

  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.

  Jan 17 2024 I cancelled my account with ********************** Shredding, Jan 23 2024 they came and collected my console, August 21, 2024 I received my next invoice (first one since cancellation), the invoice amount is $569.29 - my previous invoice that I received was $ ******. They added a $22.43 pickup fee which I am willing to pay. They increased my console fee by $23.50, increased my fuel surcharge - shredding fee by $49.74, increased my paper recycling surcharge - by $30.91 and added a Shred Transportation On Call fee of $197.65 and added a Shred Transportation Zone 5 fee of $90.00. When I called to try to talk to them about the increases and added fees they told me it was a valid invoice and I would need to pay it.I will agree to pay my regular bill amount and the pickup fee but am not willing to pay the extra fees.

  Business Response

  Date: 08/22/2024

  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 complain
  

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  I entered into a contract with Iron Mountain in 2020, and the deal was to store my boxes for $99/mo. After being a loyal customer, they started increasing my monthly fee to more than $250 a month! Now, I want to close my account and they are trying to charge me nearly $5,000!!! At first the lady estimated $2,500, but then they decided to add a ton of other charges and now they want nearly $5K.They are double charging me too! For example, they charge you X amount to retrieve each box plus an additional fee to permanently withdraw each box. Hello, youre removing the box and returning it to my office. But I have to pay a hefty fee on top of that because I will not be returning the box?! Iron Mountain also keeps increasing the cost per month for storage, but doesnt ask me to sign a new contract before the price increase and they dont even give me notice beforehand!This company is the worst. I am a lawyer and will be pursing my issues legally because this company cant continue to get away with this. I was shocked (but not surprised) when I saw all the other negative comments on BBB. This business needs to be exposed to the news media.

  Business Response

  Date: 07/31/2024

  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:07/29/2024

  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 have been doing business with this company since it acquired a local company. It has not been responsive and it cannot accommodate a business as small as mine. Its charges are extraordinary and increase with each billing cycle. They threaten me but they wont let me speak to anyone. Its telephone service is unaccommodating. It is impossible to do business with this company. It is so automated that one cannot reach a person to speak with. They lost a file of mine; they charge me for items I know nothing about and they are unresponsive. The company now threatens me with a negative credit report.

  Business Response

  Date: 07/31/2024

  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: 07/31/2024

  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. 

  All Iron Mountain wrote was that they would "review my file."   I've been through that with them before.  ************************* called me, and I returned her call, but no contact yet.  I am not encouraged.  This has been going on for over a year.

   

  Thank you.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 08/01/2024

  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: 08/06/2024

  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. 

  We set a telephone appointment for 10:00 EST [sic] this morning.  I planned for the conference and waited foe the call.  It never came.  ******, *********** sent a VM by e-mail saying her phones were giving her a problem.  This is a huge company.  I am a sole proprietor.  This has cost me time and money.   I cannot believe that ************ did not have at her disposal another telephone to use, even her own cellphone.  This is a terrible company with whom to transact business. 

  Business Response

  Date: 08/21/2024

  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.
  
  

• Initial Complaint

  Date:07/29/2024

  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 service with Iron Mountain started November 2023. I have had nothing but billing issues with them. I have been overcharged, charged in USD, then in CAD, charged twice for multiple invoices already paid, and so on. Yes I have put complaints into the company throughout the 8 months I've had service with them. I have attached screenshots for you, of the MULTUIPE cases for help that I have submitted to Iron Mountain with NO resolution or refunds. The billing issue is a very easy thing to verify & fix but they just keep saying "billing is dealing with it" (for 8 months??!) The resolution is, they simply look at my contract, multply it by the 8 months of service; that's what I owed to them. Then, I provide the **** staements of what they ACTUALLY charged over the 8 months of service; thats what they owe me back. SO easy but after hours of phone ************** to ask for help, they arn't helping. I have provided Iron Mountain with all **** statements (& will to BBB as well if required) to show proof of overcharges & mischarges. Still no refunds. I will provide anything further required to verify facts, ******************** just let me know. I appriciate your time in helping with this ridiculously stressful event that has lasted 8 months. NL

  Business Response

  Date: 07/30/2024

  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: 08/08/2024

  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. 

  Dear BBB Team,
  
  I am writing to formally reject Iron Mountains recent response to my complaint, but I want to clarify that this is not a full rejection. I am willing to work with Iron Mountain to resolve the issues, and I have been in contact with ************************* from Executive Escalations/Customer Advocacy. We are currently working together to address the ongoing billing discrepancies.
  
  However, I respectfully request that my case remain open with the BBB until a final resolution is reached. My decision to keep the case open is based on my experience over the past eight months. During this time, I have initiated MULTIPLE cases with Iron Mountain regarding these billing issues, but none have been resolved satisfactorily if at all. Unfortunately, this has led me to lose confidence that a resolution will occur without the assistance of the BBB.
  
  I hope to resolve this matter swiftly and amicably, and I appreciate your continued support in overseeing this process.
  
  Thank you for your understanding and assistance.
  
  Best regards, ***********************
  
  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: 08/15/2024

  Hello ******,

  We are sorry we were not able to resolve your concerns to your satisfaction. We will continue to review your account 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:07/20/2024

  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.

  1. The original contract, signed on July 15, 2003. 2.Cancellation Notice: As per the agreement, we provided a cancellation notice via ***** on April 10, adhering to the required 30-day notice period.3.Disposal Charges Discrepancy: Iron Mountain sent us a $125,273.79 for disposal charges, which significantly exceeds quotes received from four other companies ranging from $5,600 to $25,000 for the same service.4.While no termination fee was explicitly disclosed in our contract, it was widely acknowledged by Iron Mountain representatives.5.Communication with Iron Mountain's customer service has been difficult, with language barriers hindering effective resolution of our inquiries.6.Inventory and Retrieval Delays: Despite numerous requests, obtaining an inventory and consolidating our ***** boxes stored across 14 locations in ******** and ******** has been delayed, complicating our ability to retrieve and dispose of these boxes.7.Ethical Concerns: The practices of Iron Mountain, including delays in inventory provision and steep disposal fees, appear unethical and potentially unlawful.8.Financial Impact: As a small company, the exorbitant costs associated with disposal and retrieval fees ($125K+) are prohibitive and unjustified.9.Billing Discrepancies: Recent invoices show inconsistent charges with no change in boxes held at IRM over multiple years. 10.Additional Charges for Retrieval: Charges of $18.25 per cubic foot for retrieval coupled with undisclosed handling charges, further exacerbate our financial burden.In conclusion, the practices of Iron Mountain have placed undue financial strain on our small business, and we believe their conduct warrants investigation and intervention. We request your assistance in addressing these issues promptly and ensuring a fair resolution.

  Business Response

  Date: 07/24/2024

  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.