61 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Nakia P
1 star04/01/2024
I'm convinced their tactic is to make the process as frustrating as possible so customers won't ask for their money back after incorrect charges/charges for no service. The lack of communication, attention to details and transparency is the icing on the cake of reasons why I will never use or recommend Iron Mountain ever again. Stay far away unless you enjoy sending 100 emails for the same issue to be resolved.
Iron Mountain Response
04/03/2024
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 Advocacy Associate
Review from Blake D
1 star04/01/2024
Absolutely the worst company to deal with. The hidden fees are absolutely criminal, and the cancellation fees are even more once you realize how bad your contract is. Do not use them for shredding, destruction or document storage.Iron Mountain Response
04/03/2024
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.Review from Kay T
1 star03/27/2024
0 starts if I could. Customer service is QUITE AWFUL! In my company's contract with them, we were assigned an account manager, and they never once contacted us. When we needed our AM, they told us our company was paying too little money to have access to the AM and that they had been given to another customer! They added more fees for 2024 and have been making us pay for another container for 3 months that we DO NOT OWN- I've asked for a resolution via email for a month- still not resolved. (3 containers about $200 a month). Do not give these people your time of day, their customer support team does not speak English as their primary language so via call or email you will go back and forth just to get an understanding- and they still won't understand. Each department is their separate entity and you cannot directly contact the department needed. Honestly ridiculous. STAY AWAY FROM IRON MOUNTAIN.Iron Mountain Response
03/28/2024
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.Thank you
Review from Julia T
1 star03/11/2024
Iron Mountain is a horrible company. They bill you for other businesses services. No one is accountable. You cannot cancel with them. They do not know what they are doing! I have sent 13 emails, tried to cancel for over 6 months and still nothing done. I keep getting charged even when nothing collected. They won't even come get their shred can! I am at a loss. Do i just leave their shred can on the street? I don't know how to deliver the message to them anymore. do not do business and make sure you don't get charged for other businesses!Iron Mountain Response
03/15/2024
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 review.Review from Marlys O
1 star03/07/2024
Iron Mountain is absolutely horrible to deal with. The company is price gouging customers. $9000 a year and prices continue to drastically increase. I've had several conversations regarding lowering the price and get absolutely nowhere. I tried canceling the service for storage of boxes for our business and shredding everything, I was given and "estimate" of over $17k.Iron Mountain Response
03/11/2024
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.Review from Catherine T
1 star03/06/2024
we have been customers for over 20 years and due to billing error on their part, they never came and picked up the shred. Instead they keeping billing us for the two containers we have in the office. Sent them a letter advising we no longer need to shredding service and went to someone else. Then they magically find some outstanding invoice (they was a duplicate and was paid)and keep and billing our for two empty containers. They bill fraudulently hoping that you will get tired and pay the dumb charges. Really someone needs to look into this company and shut them down. I would leave 1/2 star rating if I could.Iron Mountain Response
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 from Mark M
1 star03/06/2024
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 Response
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 from Nicole G
1 star02/27/2024
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 Response
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 from Doni U
1 star02/27/2024
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 Response
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 from Ahmed H
1 star02/15/2024
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 Response
02/19/2024
Hello *****,
Thank you for bringing this matter to our attention. We have forwarded this information to the HR team.
CAC Team
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