Complaints

This profile includes complaints for Iron Mountain's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Iron Mountain has 104 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  PO Box 27128 New York, NY 10087-7128

• 

  Iron Mountain

  207 Moonachie Rd Moonachie, NJ 07074

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:08/02/2023

  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.

  Iron Mountain has increased our storage per square foot to .77 this past month. In an effort to reduce our overall square footage we requested around 200 boxes be destroyed so that our bill will reduce. IM charged us over $4,000 to destroy 200 boxes, without providing a requested quote prior to destruction. When we reached out we were notified that our rates increased beginning July, 1 2023 due to inflation. We have never agreed to a rate increase and our new Schedule A was given after the fact. At this point, we have over ***** boxes stored and are charged over $11,000 a MONTH. Our past bill was for $16,000, $3,941.65 of which was for shredding. It seems as though we are being double billed. We are charged for storage per square ft, then handling fees, shredding fees in addition to a recycling surcharge. Our data is being held hostage. We are charged an unimaginable amount for storage, destruction, handling, and even fuel surcharges.

  Business Response

  Date: 08/03/2023

  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:07/27/2023

  Type:Order 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.

  1.On 3/4/23 ****** signed and returned the attached Destruction Agreement (that was created and sent to us by Iron Mountain) stating the Bentek and Iron Mountain mutually desire to terminate our ***************** and Storage Agreements so that the relationship between Bentek and Iron Mountain may be discontinued. 2.And then on 3/27/23 ****** signed and returned the attached settlement agreement and paid the $10,000 settlement amount with check # *****. This was sent by ****** tracking # ************. 3.All charges that you are referring to (such as the attached invoice with service and storage dated after the termination of our agreement) are an Iron Mountain error and must be reversed.

  Business Response

  Date: 07/28/2023

  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. 

  Sincerely,

  Iron Mountain

  Customer Answer

  Date: 07/28/2023

  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,

  Matt

   

   

  Business Response

  Date: 07/31/2023

  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.

   

  Sincerely,

  Iron Mountain

  
  

  Customer Answer

  Date: 07/31/2023

  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.]

  Iron Mountain's response does not provide any resolution. It is an autoreply with no details or information about what the next step will be. They did not even review my case yet. 
  
  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,

  Matt

   

   

  Business Response

  Date: 07/31/2023

  Hi ****,
  
  We are thoroughly reviewing your account and working diligently to resolve your request. We will touch base with you directly as well as provide an updated response through this complaint.

   

  Sincerely,

  Iron Mountain

  
  

  Customer Answer

  Date: 07/31/2023

  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.]

  There has been no resolution. I just keep getting messages that they are reviewing the case.
  
  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,

  Matt

   

   

• Initial Complaint

  Date:07/25/2023

  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.

  We have experienced continual harassment from Iron Mountain. First, it took EIGHT MONTHS to close our account with them and recover all documents we had in their storage. Then, three months after closing our account we received an past due notice on an invoice, despite having multiple emails stating that the account was closed and ************** had been satisfied. Now, almost a YEAR after closing the account, we have received a request to update an expiring credit card. We consider this unacceptable and demand that Iron Mountain cease and desist all communication.

  Business Response

  Date: 07/26/2023

  Good Afternoon *********,

  
  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: 07/26/2023

  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 # ********.  
  

  As we stated in the original complaint: there is no account to review, there has not been an active account since September/October of last year. We require the assurance of the IMMEDIATE cessation of communication from Iron Mountain regarding any and all issues regarding payment and/or billing.

  
  FAQ 

  *********

   

   

  Business Response

  Date: 07/31/2023

  Hello *********, 

  We have confirmed the account is still inactive and there is no balance due. The online Billtrust profile that generated the auto-pay card renewal notice has been removed completely. It was still active in error. We will continue to work with you through Complaint #******** to avoid any confusion. Thank you. 

• Initial Complaint

  Date:07/17/2023

  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.

  Our company has been trying to close our account with ********************** for over three months. We have made repeated attempts in May, June and July to email and call Iron Mountain to request that our items in storage be destroyed so we can stop paying for storage and close our account, however these requests have not been abided and we are continuing to be charged for storage as well as outrageous fees in the thousands of dollars for closing our account. We are now being told that our files will not be destroyed until August 31 and we are continuing to incur fees. When requesting to speak with a supervisor our requests are not met, our emails are ignored and it seems that Iron Mountain has made the choice to hold onto our files until they feel like destroying them while continuing to bill our company outrageous fees. Our account should have been closed months ago and we should not be charged thousands of dollars to close our account. We can not get anyone from Iron Mountain on the phone and when they do respond via email they continue to disregard our file destruction requests, pushing out the date that our files will be destroyed so that we can not close our account with them.

  Business Response

  Date: 07/18/2023

  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:07/17/2023

  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.

  The process to close our account with ********************** began in 2021. We received confirmation about our account closure or proof that our financial obligations regarding any outstanding balances were satisfied in September 2022. Between the time we initially requested the closure of the account and the time it was closed, Iron Mountain continued to charge a monthly fee and repeatedly attempted to collect a debt from this office that had already been satisfied. The time it took my staff to respond to the repeated collection attempts has become absurd and quite costly. We recently received another email from Iron Mountain requesting additional funds. I no longer have the time or patience to respond and request that the BBB ask them to refrain from further attempts at communicating with my office. It is harassment. I have provided them proof regarding the satisfaction of financial obligations twice now and do not wish to do so again. Additionally, they continue to contact an employee that no longer works for my office, even after repeated requests NOT to contact that person.

  Business Response

  Date: 07/18/2023

  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 have reviewed the interactions from your request and determined all necessary actions have been taken for resolution. We apologize for any inconvenience you have experienced. 
  
  Sincerely,

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

  Customer Answer

  Date: 07/21/2023

  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. 

   

  We recieved additional communication from Iron Mountain TODAY related to their efforts to collect a debt that does not exist.  My request was that this business NO LONGER CONTACT US. It is a waste of our time to constantly have to fight about a non existant balance. My time is billed at $250/hr if they wish to pay me that fee for my attention to this matter I will forward them an invoice for prepayment. They will not recieve any more FREE services from this office.   (email attached).  

  [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: 08/07/2023

  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: 08/09/2023

  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.
  

  Our account was closed more than a year ago. Iron Mountain continues to waste our time and resources. They have attempted to collect funds from us that we do not owe for the past eighteen months. We have politely requested that Iron Mountain remove our account from their collections list and to STOP contacting us. Iron Mountain's reply to this request is to contact us and let me know they will contact us again once they review our account.   We need Iron Mountain to PLEASE NOT EVER CONTACT THIS OFFICE AGAIN.   Should Iron Mountain choose to continue contacting this office, we will be under the assumption it is for legal advice. Accordingly, Iron Mountain will be billed for the time spent unraveling its accounting errors. Be advised my time is billed at $250/hr, and attorney ******** time is $500/hr.
  

  Respectfully,

  **********************************
  paralegal of ********************************
  
  LAW OFFICE OF  
  ********************************, LLC 
  *******************************************************;
  ********, ** 98004 
  Telephone ************** 
  Facsimile **************
  
  The preceding message (including any attachments) is covered by the Electronic Communication Privacy Act, 18 U.S.C. 2510-2521, is confidential, and may be protected by attorney-client or other legal privilege.  If you believe you received it in error, please delete it and notify the sender.  Thank you.
  
  
  

   

   

• Initial Complaint

  Date:06/27/2023

  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.

  DOUBLE BILLING ISSUE We placed an order for a small package of bins then upgraded later to a larger package.It was agreed that the first package would be voided.However, they billed us for both packages.We have email documentation supporting our claim of "DOUBLE BILLING". Please read the following email response. ************************** <**************************************************>To:IRG Cc:NAS ******************** Team Fri, Jun 16 at 11:05 AM Rey,I am OOO on vacation but please credit the customer for the small package. They wanted more bins so the larger package was needed. They should not be billed for both of them. Only the $899 package. Please make the adjustment asap. Iron Mountain still billed us and we are having a difficult time being refunded.

  Business Response

  Date: 06/28/2023

  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.
  
  

  Customer Answer

  Date: 07/04/2023

  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. 

  The double billing issue and not been resolved.
  
  We need a refund to our credit card.
  
  **** 

  Business Response

  Date: 07/05/2023

  Hello *******, 

  We are sorry this has not been resolved just yet. We are still actively working to get your billing adjusted. Your representative will be in touch directly with any additional updates and we thank you for your continued patience. 

• 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 ********.