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

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

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  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

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  Iron Mountain (NS)

  1 Command Court Bedford, NS B4B 1H1

  
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  Iron Mountain

  10641 Iron Bridge Rd Jessup, MD 20794-9640

Review Details

• Review fromMark M

  Date: 03/06/2024

  1 star
  Hired Iron Mountain to shred medical charts at my ******************* as I had a great experience with them in 2019. Things have definitely changed since then. From the customer service representatives in another country who speak broken English (cheap labor) to the repeated no-shows to shred charts onsite and pickup containers to the extreme overcharge which was literally 4 times the quote, they are bad, really bad. Hundreds of dollars in fuel surcharges. The fuel and transportation charges alone could literally pay for a truck to drive from *****, ** to my office in Georgia and I know they have multiple stops and are charging these other customers on the trip exorbitant fuel surcharges as well. This is a bait and switch tactic. Quote you one thing, then create ridiculous surcharges to pad the invoice. This company is not only incompetent but dishonest and not the same company they were years ago. **** never use them again and will let everyone needing a shredding job know how poor this company is run.

  Iron Mountain

  Date: 03/07/2024

  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 fromNicole G

  Date: 02/27/2024

  1 star
  This company is a train wreck - an absolute pain to work with. The fee to shred 50 file boxes was over $3000 (they charge to retrieve the box, handle the box, fuel to shred at their facility, etc...) and our next months storage cost stayed the exact same! Apparently if you're a new customer you can store files for $129 - but if you've been loyal they'll charge you over 3 times that much each month. I had a question about that shredding invoice and it's taken two months (and countless emails/phone calls/requests to speak with a supervisor) to get an answer - while they just charged me a late fee for not paying the invoice that I can't get anyone to respond to my questions about! I've asked for a quote to pick up our remaining boxes and they won't give that until they get payment for the invoice I'm waiting for a revision of (and are also now charging a late fee). If I would have received a timely response to my questions first, nothing would have been shredded, second, the payments would not have been late. Still waiting on that quote to pick up my remaining boxes - I feel like I'm Rose...its been 84 years waiting on this company to answer simple questions. Seriously shady billing practices.

  Iron Mountain

  Date: 02/28/2024

  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 a resolution, as well as providing an updated response through this complaint. 
  
  

• Review fromDoni U

  Date: 02/27/2024

  1 star
  The worst company I have ever worked with. To get an appointment takes a miracle, then they bill twice - two different amounts. Then the bill is 4 times as much as the previous year. Calling customer service (in some other country that doesn't understand what I'm asking and cannot fix the issue) sounds like there is approximately 100 people in the background, like a can of sardines talking on the phones. Horrible experience all around, guarantee we will NEVER use this company ever again. Terrible service in every department except the person who came and got the documents to shred. I received 2 invoices, one was for $65 for absolutely no service provided and another that is 4 times the amount paid last year. This is NOT a US based company, only the people doing the shredding, so it is very difficult to do business with them.

  Iron Mountain

  Date: 02/28/2024

  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 a resolution, as well as providing an updated response through this complaint. 
  
  

• Review fromAhmed H

  Date: 02/15/2024

  1 star
  Im a former employee of Iron Mountain. Let me start off by saying, Ive met some amazing people in the company and they were a great help along my journey. However, after being in the company for 8 months its sad that myself and the entire team was laid off recently due to them not seeing potential with us and the ******** self. We was told we are more than welcome to apply to other roles within the company. However, I applied to numerous amount of great roles and the next day I was turned down instantly. I had a great relationship with former coworkers and especially with some such amazing customers that Ive built a relationship with. I feel like Im being patronized, intellectually attacked and treated unfairly. Also, the company has gone sky rocket with there pricing. A lot of customers that have been in contract with Iron Mountain for so many years. Are leaving and going to other competitors because they are not happy with new chargers. As much as I liked Iron Mountan, I do not recommend being an employee for them. Once they let you go, they will not give you an opportunity to at least prove to them you can achieve what they expect you to do. It is a company that plays major political roles and views, that is why I wi not be returning as an employee. It is sad that I had to come on BBB and do this but the truth has to be told.

  Iron Mountain

  Date: 02/19/2024

  Hello *****,

  Thank you for bringing this matter to our attention. We have forwarded this information to the HR team. 

  CAC Team

• Review fromSusan L

  Date: 02/10/2024

  1 star
  I do not recommend Iron Mountain. You start off with one price, and it increases every single month. I started off with $100.00 per month. It increased all the way up to ****** per month over 2 years. My last bill was $297.00 for the month. Nope. Im done. So I bought myself a commercial shredder and I went to cancel. Not an easy thing to do. Try calling to get through. Impossible. So I started a chat. That was easy enough. Not sure if it was a human behind the chat or AI. But I was given a number assigned to closing our account and told I would receive an email within 48 hours. Surprisingly enough, I got an email same day, but the woman was kind of rude and went on to tell me Im breaking my contract. I didnt realize that they renew the contract yearly. My fault for not reading the fine print, and I assure you they dont explain that when they sign you up! I was told they would be charging me 50% of the average bill over the time Ive had the account for every month early were cancelling. She gave me a quote of $297.00 they would charge me to end the contract early because I didnt end until June 11th. She went onto say that didnt include what they would be charging me to pick up the bins. And of course didnt include that charge, although she had to have known what that was. Also said I had to give 30 days written notice. So instead of cancelling, I gave my notice to cancel on June 11th and pick up the bins anytime in June to avoid the extra cost. Yeah, I could cancel early. It wasnt the money, it was the principal. One some level this horrible company wins by me finishing out the contract. Anyway, I gave my notice in writing, asked for confirmation. I hear nothing. So Im sending a certified letter to get a signature next week, and Im keeping it. Im sure when June 11th gets a little closer, trying to call will be a nightmare. Dont use this company. Bad customer service, and they dont always show up to **************.

  Iron Mountain

  Date: 02/12/2024

  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. 
  

  CAC Team

  Iron Mountain

  
  

• Review fromSarah M

  Date: 02/09/2024

  1 star
  I would advise anyone signing up for this service to read the contract carefully. The term of 1 year renews automatically every year and if you try and cancel before the term is up they will charge you a termination fee to get out of the contract. You also have to let them know in writing 30 days before the term is up in order to cancel the contract. If you miss that deadline you'll have to pay a full year of term to cancel the contact that, again, renews automatically every year! Now they are more than doubling the cost of pick-**** I find their terms to be very predatory.

  Iron Mountain

  Date: 02/12/2024

  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.
  

  CAC Team 

  Iron Mountain

  
  

• Review fromLeighton B

  Date: 02/07/2024

  1 star
  Its conduct in refusing to close accounts to keep billing more fees borders on criminal. Worst company I have ever worked with.

  Iron Mountain

  Date: 02/09/2024

  Hello ********,

  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.
  
  

   

• Review fromDenise D

  Date: 01/26/2024

  1 star
  Dealing with Iron Mountain has been difficult from the moment I contacted them for a quote. They are not very responsive and it takes time to accomplish anything with this company. This is quite inconvenient as I work at a med device company and we are audited quite frequently. During audits, we need very quick access to our documents stored at Iron Mountain.I do work with ONE team and they are very professional and deliver excellent service. But hat is ONLY ONE out of a multitude of teams and departments.Today I had to call customer service to track a requested box was not delivered on schedule. I was told the box did not exist when in fact it had to exist for me to request it to be delivered. The entire call took about 45 minutes (most of it on hold listening to a brief loop of music over and over and over). At the end of the call I asked if the order had been cancelled? ******* confirmed the pick-up had been cancelled and that I would need to open another ticket. She sent me a report of all the boxes my company has stored at IM. I quickly found the box in question on the report she sent AND was able to access the box and all the scanned documents via their scan repository InSight. ******* was very pleasant and professional but not able to resolve the issue.In the meantime, I am struggling to get issues resolved with two other teams and am entering month two with no resolution. The prices are going up and our account is charged for extra storage and incidentals whenever the opportunity presents itself to Iron Mountain.I am very displeased with Iron Mountain overall. I would not recommend their services to any of my associates.

• 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.