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

  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 (NL)

  45 Sagona Avenue Mount Pearl, NL A1N 4P9

  

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:02/06/2024

  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 cancelled my account with Iron Mountain in early 2022 due to them raising my fees without letting me know. They came and picked up their containers. Then, they charged me hundreds of dollars for them to pick up their equipment - I have nothing from them anymore. They zeroed out those invoices and we were done. However, they began billing me again, every single month, for administrative fees and unused container fees. Of course they are unused - I don't have them anymore. I have emailed, called and spent countless hours trying to deal with this ***************. They cannot get their billing straight. Today I received a voice mail indicating they were going to report my business for deliquent bills. I wonder if I can report THEIR business for fraudulent bills??? I need someone in their company who has 1/2 a brain to close my account and stop with the harassing phone calls. I am not now, nor will I ever be again, a customer of this shady company.

  Business Response

  Date: 02/07/2024

  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:01/22/2024

  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.

  We submitted an online support request via Iron Mountain's portal on 11/28/23 and have yet to receive a response. This goes along with years of bad service and not responding to service requests for months on end. We only seem to get a response once we file a BBB complaint and withhold payment.

  Business Response

  Date: 01/23/2024

  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:12/20/2023

  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.

  This company has been excessively charging multiple increases per year, adding additional admin fees, etc to the point that it is extraordinary. They don't respond to complaints. We asked them to destroy less than 100 boxes last year and they tried to charge over $4,000. Then they did 2-3 more increases in cost to where we are paying more than we were with less inventory. Just asked cost to remove everything (200 boxes) and they are trying to charge almost $7,000!!!

  Business Response

  Date: 12/26/2023

  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: 12/27/2023

  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:12/19/2023

  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 no longer need their services and have attempted to contact them by phone and e-mail with a very slow response. It is costing us $900.00 per month. We have been with them since ******************************** 2015. We want all files destroyed, either by them of ourselves and are trying to find out the cost. Approximately $11,000 if we pick up the files and $12,000 if they deliver. We have 273 boxes. I should not have to wait weeks to get a response. When I called again today, I was eventually was put on hold and then disconnected. The $18,000 dollars was the amount for the two months I have been trying to close our account.

  Business Response

  Date: 12/20/2023

  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:12/13/2023

  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 would caution everyone against using this company. I had them pick up my 1/2 box of documents in August and was not told they would be charging me storage fees of approximately $300 per month while they completed a scanning service I ordered. The price I was quoted is nothing close to my actual bill(s). I was quoted for way more documents but only sent 1/2 box back in August thinking they would only charge me for the service they completed. It took them until the end of October to finally scan my documents and I did not receive my usb with documents until sometime in November. No instructions for opening my file, no password, etc came with my 2 usbs. I had to reach out to customer service repeatedly over the course of several months with a lot of promises that they would call me back but they continued to drag this situation out and now it's the middle of December and I just finally received my password and bitlocker instructions to open and review my files. It feels like they purposefully drug out the processing of my scanning requests in order to keep charging me exorbitant storage fees that I should never have owed to them. Customer service told me they would reach out to the sales rep and get him to waive the storage fees since it took them so long to scan my documents and get everything to me so I could review my documents. Now today, they're saying they will not do so. I now owe them thousands of dollars - mostly in ridiculous storage fees, and still haven't even had a chance to review my documents on the usb and see whether they properly completed the task. I have little hope they did this right since I can't even seem to get a proper response to my emails, voicemails and website form submissions. When you deal with them, you're at their mercy and they can charge you anything they want and get away with it.

  Business Response

  Date: 12/14/2023

  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: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
  **********************