Reviews

This profile includes reviews 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

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  Iron Mountain

  10641 Iron Bridge Rd Jessup, MD 20794-9640

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  Iron Mountain

  207 Moonachie Rd Moonachie, NJ 07074

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  Iron Mountain

  1201 Freedom Road Cranberry Township, PA 16066

Review Details

• Review fromSteve R

  Date: 01/11/2024

  1 star
  This company is a disaster to work with. They charge outrageous, unfair prices to end your relationship and are unwilling to work with you on mitigating costs through alternative options. It is simply an unfair penalty to get out of the relationship. In over 30 years of business experience, I have never seen a company as bold in their aggressive action and exorbitant pricing practices. After every level of negotiation we could get to and seeking alternative options (us *************** and destroy ourselves), I finally had to pay to get out of the relationship. Their fees amounted to 3X what the annual payments were on the contract. I assume their business model approach is to make that so expensive that most companies will just renew the contract and keep paying monthly invoices for services no longer needed. That is deceptive business practices and unfair. The ************* should shut this business down in **** (just read the other reviews and complaints on here). It certainly appears that my business is not the only one to experience these practices. This is unethical and does not represent the types of businesses we would want to partner with anyway so it is good to be done with them. If I had to guess, I think they realize that so many businesses have moved to digital record keeping that the original business model they built for storage, retrieval, destruction is dying fast so by adding these fees, they extend their runway of profit for another few years. But that right there is unethical and should be unlawful. It's not even a buyer beware because you would have no idea what those cancellation charges would be from their agreements. I strongly recommend that no company enter any business relationship with them and if you are using them, good luck getting out of it (but I expect once you swallow that pill, you will feel better for your own business going forward).

  Iron Mountain

  Date: 01/11/2024

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

• Review fromJames B

  Date: 12/19/2023

  1 star
  What a terrible company. I signed up in Dec 2023. They failed to keep their on-boardibg appointment. I called my rep and left a message to get back with me. My rep never bothered to call me. I called and left a message wirh his supervisor. He never bothered to call me. I made a second online appointment for on- boarding. ******* never called me. Boxes never came. No labels either. Today, I called and went through my whole experience with a supervisor. Supervisor said they would call me back in an hour. Its 10 pm, no call. S**** you iron mountain.

  Iron Mountain

  Date: 12/22/2023

  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.
  

  
  

• Review fromTW S

  Date: 11/09/2023

  1 star
  Iron Mountain STINKS! They have the worst customer service I've ever encountered. Friendly but with no authority, not even to access customer accounts to help with a problem or answer questions. Our bill has steadily increased since we started our account 3 years ago. The only explanation I get whenever I question an invoice is to read the service agreement. We only use them for storage and started out with about 20 boxes. We're now down to 10 but our bill has increased. WHY??? I called the customer service number (which you have to basically do research for and curiously is not listed on the invoice) and the operator who was hard to understand basically said that he couldn't help me if I didn't give him my account password. Why in the world would the computer operator of a company need MY password to access my account? I gave him the customer ID and the invoice number... isn't that enough? As other reviewers have indicated, when I asked to speak to a manager, I was put on hold f-o-r-e-v-e-r, clearly a tactic to get rid of me. I'll be looking for another storage company to do business with now. It's blatantly clear that IM does everything it can to avoid helping its customers. I should've known that when the salesman we dealt with to open our account ghosted us once the ink dried on the contract. They only want your money.

  Iron Mountain

  Date: 11/10/2023

  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
  ********************** 
  
  

• Review fromMorgan C

  Date: 08/30/2023

  1 star
  My office uses this company for shredding services. We have had a reoccurring monthly service for over a year now and never had an issue. Recently, during an office remodel, we hired Iron Mountain to deliver and shred over 10+ containers of files twice. After numerous phone calls and hours spent on the phone, we were promised services and dates that were never met. We were then invoiced for services that were never completed or requested. I had started a case with the company to dispute said invoice. We were given a new invoice, but it was still including charges for services that were not completed. I then called to dispute the second invoice. In the meantime, our company realized we had not only been charged on our credit card for the original invoice, but also the second invoice that i had been currently disputing. Iron Mountain has over 4k of our money that they have yet to refund us. I have called numerous times and continually get the run around. I am being told that the refund is still being reviewed. **************** reads from a prompt and has no authority to make any changes to your account. I have requested a manager on every conversation but am always told they are "on the phone" or "unavailable" even though the representative is able to put me on hold to talk to said upper management. This is now weeks of waiting. In the meantime, we have now received another bill for our monthly service, but the company never came to empty our container. We are overflowing with paper. This company doesn't even deserve 1 star.

• Review fromJane D

  Date: 08/10/2023

  1 star
  I went into my local Staples store to shred documents 10 times and was told each time that the bins were full and that Iron Mountain REFUSED to change their schedule to pick up more and they REFUSED to drop off more bins. The manager was so frustrated as he really tried to accommodate his customers and their shredding needs. I tried to call the company and complain and the phone call went to *************** where the representative didn't even know what a Staples store was. Why are we using this company at all? Based on all the reviews and problems, how is the company still in business? What happened to wanting to run a business with integrity and care? So sad.... I didn't even want to leave one star:)

  Iron Mountain

  Date: 08/11/2023

  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.
  

  
  

• Review fromWilliam W

  Date: 06/17/2023

  1 star
  Day 18 still have not received my pay cheque. You will also fall while under a time constraint due to the amount of papers that are on the floor everywhere, and the supervisor will belittle you and others. You can call and email all contacts with no resolve. If you don`t believe my testimony apply today. We would not have this conversation If I was paid for my hours.

  Iron Mountain

  Date: 06/19/2023

  Hi *******,

   

  Thank you for bringing this matter to our attention. We apologize for the poor experience youve had. We will be thoroughly reviewing and will have our HR Partners touch base with you directly to discuss a resolution.

• Review fromKeisha G

  Date: 06/09/2023

  1 star
  I applied for employment with this company and I initially set the appointment for said interview and that was set for Thursday @ 6/8/2023 @ 10a, I then realized I had two graduations to attend so I immediately went back to reschedule and I had plenty of timeso ************************* reached out to me via email to ask me to confirm which day was needed as I had two dates and times scheduled, I explained I would need the Friday 6/9/2023 appointment at 11a, mind you she sent me the email with the time of 11a for 6/9/2023 to confirm yet she claimed to have called me at 10a and she says she left a voicemail BUT shes not in my call log or voicemail list BUT! She so rudely dismissed me because she was soooo certain that she was correct until I sent her a screenshot of her email with the 11a time for Friday. I dont know what her response was because by the time I replied they had closed for the day I guessMs. ***** so rudely dismissed me and my application before that scheduled interview, she went so far as to send me a were not interested in you letter before my appointment time even cam. BUT SHE WAS SOOO SURE IT WAS AT 10athey need to get rid of her shes a bad reflection of a company that already seem to have a bad reputation and rapport with its clients, former and potential employees.************** should be removed from her role and positionwhen the government is wondering why people wont rejoin the work force it is recruiters like her, shes the reasonshes very rude and unprofessional and it baffled me all day how they are ok with employing her to vet new employees. I guess this is who Iron Mountain is as not only does it seem they treat their potential employees unfairly but also their clients clearly this is not a stellar company to work for.

  Iron Mountain

  Date: 06/12/2023

  Thank you for bringing this matter to our attention. We apologize for the poor experience youve had. We will be thoroughly reviewing this situation and will touch base with you directly to discuss a resolution.

• Review fromKristen A

  Date: 06/06/2023

  1 star
  It's no wonder that Iron Mountain isn't accredited on the Better Business Bureau, their billing practices are unethical and amount to price gouging. I'm with a non-profit, charitable grantmaking organization and, without notice, OUR RATES WENT UP OVER 60% IN ONE MONTH. If you are on this website because you are looking at your options for document storage (or any other service that they provide) . . . RUN, don't walk, AWAY from considering Iron Mountain. I'd love to hear Iron Mountain's rationale for an increase of over 60% but, based on comments below, many folks have commented on the poor/absent customer service (and their only response to the comments is a canned one). If anyone would like to discuss further with me or if you have recommendations on alternative document storage options, please reach out to me at *************************, Senior Manager of HR and Office Admin, at The San *********************

  Iron Mountain

  Date: 06/07/2023

  Hi *******,

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

   

  Sincerely,

  Iron Mountain

• Review fromJocelyn L

  Date: 02/03/2023

  1 star
  -Inadequate resources on duty to handle high volume order requests especially during known peak seasons;-Delayed response and completion of our work orders with some requests aging more than 90 days since the original request was submitted and approved;-No communication from Iron Mountain informing of the work order status nor that they are experiencing delays due to high volume or other reasons;-Shady business practices with Iron Mountain continues to charge firms for storage costs of the boxes that should have been permanently destructed and removed from our current inventory due to the delay on their part.

  Iron Mountain

  Date: 02/07/2023

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

• Review fromRamona C

  Date: 12/21/2022

  1 star
  I started with a records management company in **** that was bought by Iron Mountain. From others in the industry the term "we gotcha" summarizes their MO. We have paid over a million dollars for storage in the 23 years. I now have tried to cancel our account for a long time. We have gone from 20 attorneys down to a handful. We digitize everything now so there is no need to keep hard copy except for Retainer Agreements and Settlement Agreements.HOWEVER, Iron Mountain penalizes you to a great extent for ending the relationship. They charge for retrieval (goodness I would not pay $10 a box to have them delivered when I can get a moving company for a lot less) and then they charge an outrageous amount for permanent removal. The permanent removal requires only keystrokes. It can be done globally so by just putting in an account number you can remove all files associated. In addition if one finishes a lease at a dwelling and they move out they are not charged for a number of months or up to a year when they will not be paying rent. I am willing to accept, go through the files and shred what is necessary; retrieve paperclips and binders and recycle the rest myself. I learned my lesson--I closed a case and had it sent to me for permanent withdrawal--200 boxes cost several thousand dollars. We did not place another new box in their storage. Now our firm has dwindled to a few; we are closing our present office and are faced with an enormous bill for permanently removing our files from Iron Mountain facilities. We will litigate if necessary to rectify this matter.

  Iron Mountain

  Date: 12/22/2022

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