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

  1 Federal St Boston, MA 02110-2012

• 

  Iron Mountain

  14410 121a Ave NW Edmonton, AB T5L 4L2

• 

  Iron Mountain

  PO Box 27128 New York, NY 10087-7128

• 

  Iron Mountain

  100 Harbor Dr Jersey City, NJ 07305

• 

  All Shred

  PO Box 1998 Fairborn, OH 45324

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:06/17/2025

  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.

  Last September we received an invoice for over $700 for one month of shredding when our service runs around $200. I contacted Iron Mountain and they cancelled the invoice. In May and June of this year our service was not done, and then I received a collections email for the cancelled invoice. While disputing the invoice, I heard from customer service that our account was on hold because of this invoice. I had an email from Iron Mountain in September that said it was an error because it was issued before we were on autopay (not true) but since we now were it would be deducted, so I assumed it was resolved. Since last week I've been emailing with customer service to determine why it was not deducted and why we were never notified that our account was on hold. Today I see that not only did they deduct the invoice that I'm still disputing, but they deducted it twice. **************** has given me no answers and now won't respond to the fact they deducted without our permission, twice.

  Business Response

  Date: 06/17/2025

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

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/10/2025

  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.

  My company has been trying to get our boxes of documentation and physical media out of Iron Mountain for at least 3 months. We also wanted to destroy about 2/3 since the cost to ship it is just as much as destruction. The total is probably around $350k .We have gone around in circles for months. We are passed from one person to another. We have talked to account representatives, customer care, customer success managers, dept managers, you name it. Nobody can/will do anything. They want us to keep paying to store our items despite the hold up being their company.We ask for quotes for removal and destruction. We never get full quotes sent. There is always an issue. They made us go through a lengthy process to update approvers but that didn't get us anywhere. Every communication we send takes multiple follow *** before we are eventually passed to someone else who doesn't deliver. Every time they send invoices, its not for the correct amounts/correct content, or there is some other issue. The communication and invoices they send is very unclear so just trying to understand what we have there is near impossible. For some reason they want to send 4 separate invoices but it takes them so long that they each expire before the others are ready/updated. We tried email, escalating, etc and nobody seems to do anything. They take our issues, assure someone is looking at them, even give us timelines. Then the timeline ends and that person will ghost us. This has happened with 5 different employees at this point.This all seems like a stall tactic to squeeze extra months of payment out of us or so burdensome that we just forget and keep paying. It appears most of the customer service was offshored and there is no longer any accountability.I have included a few of the emails dated back to the requests in March (we are at least 3 full months from when we started) but I wasn't the original requester so there is a lot more communication that what I attached.

  Business Response

  Date: 06/17/2025

  Hello-

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

  
  Sincerely,

  
  Customer Advocacy
  Iron Mountain

• Initial Complaint

  Date:05/28/2025

  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.

  Iron Mountain did not come to my place of business and collect shredding. I have spoken with them several times to delete the balance off my invoice. They keep telling me they need to investigate? I cannot cancel my account with them until this bill is correct. They keep taking in circles and telling me I need to talk with a different team. My case number is ********

  Business Response

  Date: 06/02/2025

  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:05/22/2025

  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.

  We are in a renewal contract with Iron Mountain that renews on an annual basis with an option to cancel within 30 days of the renewal. Iron Mountain has been unilaterally and arbitrarily increasing our prices TWICE per year during the term of the contract stating they can change when they want and with no limit. Many of these line item increases have exceeded 40%. How can you have a one year contract with only a 30 day out to cancel if they change prices whenever they want and in whatever amount they choose? This is unconscionable and defies logic. If a price increase is being passed along, the customer should have a time period to cancel. We are trying to move our files in long term storage and they want over $30,000 to do so. We are a non-profit organization and do not have excess funds to pay their exorbitant fee. They are essentially holding our boxes hostage.Upon further investigation, Iron Mountain has been the subject of litigation from many businesses and entities INCLUDING the federal government for these very same practices. It's honestly a shame that any business would operate in this manner leaving businesses, non profits and government entities to have to pay fees not budgeted for with no recourse. I hope the BBB can help.

  Business Response

  Date: 05/27/2025

  The issue is currently being handled towards a resolution. We're committed to finding a positive outcome!

  Thank you.

  Customer Advocacy Center

  
  

  Customer Answer

  Date: 06/04/2025

  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 proposed response did not satisfy our issue.  We have a term in our agreement that runs 8/1 to 7/31 annually.   Iron Mountain has chose as a practice to unilaterally and arbitrarily increase rates TWICE during the term year with no opportunity for us to cancel our agreement.  We can only cancel our agreement with a 30 day notice annually prior to 7/31.  Their increases over the past few years on multiple line items have been 25-50%+.  This leaves the customer with ZERO recourse.  I have never had a term agreement where the prices or terms change during the year without mutual agreement and consent.  These practices are predatory and unconscionable.  We are a non-profit agency that did not budget for these increases.  They are well outside the norm of even an inflationary increase.  We are hoping for a better response than the one provided.  
  
  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: 06/16/2025

  Hi ******,
  

  Were truly sorry that we werent able to fully resolve your concerns to your satisfaction. That said, we do show that you are currently being assisted through Account Closure Case #********. As part of that process, a discount offer of $14,448.57 was extended by our manager, ***** ******, and an updated cost summaryincluding this offerwas emailed to you on June 13, 2025.
  
  We sincerely apologize for any inconvenience youve experienced along the way, but were glad we were ultimately able to reach a mutual agreement regarding the closure of your account. If theres anything else we can assist with, please dont hesitate to reach out.

  Customer Advocate Professional
  **********************

  
  

• Initial Complaint

  Date:05/05/2025

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Iron Mountain regarding their lack of transparency, poor customer service, and inadequate support related to our record storage account.Despite numerous attempts to gain basic information about our stored files, Iron Mountain has consistently refused to provide clear answers. Specifically, they have failed to disclose the location of our files, schedule a time for us to view our boxes at their facility, or supply quotes for record destruction or digitization services. Our attempts to resolve these issues have been met with frustration, as we have been transferred multiple times across various departments with no meaningful resolution. Iron Mountain even responded to our inquiries by referencing another company's complaint ticket, which pertains to similar issues they are experiencing. It appears that Iron Mountain's customer service has been outsourced to foreign countries, resulting in a significant lack of local, responsive support and meaningful communication. At this point, it seems as though our files are being held hostage, which is unacceptable. We are paying nearly $2,000 per month for storage, yet receiving the worst level of service imaginable. This experience has been highly disappointing and unprofessional, and we strongly urge anyone seeking record storage solutions to consider alternative providers.We hope BBB can assist in addressing this matter and encourage Iron Mountain to improve their transparency, customer communication, and overall service quality.Thank you for your attention to this serious matter.

  Business Response

  Date: 05/09/2025

  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:05/01/2025

  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.

  We engaged Iron Mountain Canada for off-site file storage to support our architectural practice. However, during the COVID-19, storage rates per cft began increasing frequently, making the service financially unsustainable. In response, we requested the permanent removal and delivery of a significant number of boxes for in-house destruction. To date, we have removed boxes on three occasions. Initially, we retrieved 9 boxes, only to discover that 6 of them were empty yet each was strapped and barcoded, contributing to our storage volume. This raised immediate concerns about the accuracy of the storage records and prompted further ********* April 2024, we permanently removed ***** cft of the ******* cft we had in storage, at a cost of $12,699.80. Prior to this removal, our monthly storage fee was $2,323.18. Afterward, the fee dropped to $2,022.55- a modest 13% reduction despite a 28% decrease in stored volume.Seeking clarity on the discrepancy, we attempted to obtain an explanation, but were unable to speak with anyone who could account for the pricing. The system is fully automated, and no meaningful support was available.Facing continued high costs, we removed another ***** cft in February 2025, paying an additional $12,180.82. At this point, we had cut our total stored volume nearly in half from ******* to ***** cft. Yet, the monthly fee only decreased to $1,955.05 just a 15% reduction from the original ****** appears that each time we reduce our volume, Iron Mountain increases the per-cft rate, effectively offsetting any savings and penalizing our efforts to downsize. This pricing model is, in our view, unreasonable and lacks transparency.Given these circumstances, I can no longer justify continuing with Iron Mountain. I am professionally required to retain these files, but the ongoing costs are unsustainable. I must begin the process of removing all remaining files and transferring them to a more affordable and transparent storage provider.

  Business Response

  Date: 05/06/2025

  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:04/28/2025

  Type:Order 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 increased our monthly bill without notice from about $300 to over $600.Then we asked them to return half the boxes so we can see what we could discard.Their billing was so excessive and so we found a similar company, Cordera, who were charging a tiny fraction of what iron mountain was charging. It took weeks before Iron mountain responded to us, and now they are saying if we leave them we owe them $16,598. They are absolutely robbing us, and not even showing us evidence of anything agreed to or signed by any legitimate person. The new company storage is $50 a month and Iron Mountain's last bill was almost $1000. It is impossible to speak to person without waiting hours on the phone. How is it possible that they can get away with this?We see lots of other people have sued Iron Mountain and complained. How can we resolve this?

  Business Response

  Date: 04/30/2025

  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:04/22/2025

  Type:Order 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 randomly increased our bill from $620 to $932 even though we neither added nor removed boxes. We did however, call about removing boxes and got a quote that included $620 x 6 months remaining so we decided to wait until contract is up. Very next invoice they raised price to $932 for no reason we didnt add or take away any boxes.This is in violation of our contract.

  Business Response

  Date: 04/24/2025

  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:04/21/2025

  Type:Order 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 have been trying to destroy boxes at Iron Mountain and they have been difficult to reach, they are charging us thousands of dollars to get out of our contract and close our account with them

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:04/16/2025

  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.

  Over the course of a year we have had multiple issues with Iron Mountain. The first issue involved them losing part of our order which was 60 boxes of patient files. The second major issue was the increase in our monthly bill without our knowledge and then the suspension of our account. They have not given us a resolution and had stated we had a credit on file on our account but we believe we should not pay for the months where services were not even rendered. This also affected our business and they purposely withheld medical documents which is illegal.

  Business Response

  Date: 04/25/2025

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