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Business Profile

Data Processing Services

Iron Mountain

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Processing Services.

Complaints

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

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Iron Mountain has 108 locations, listed below.

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    Customer Complaints Summary

    • 116 total complaints in the last 3 years.
    • 41 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/09/2026

      Type:Billing Issues
      Status:
      Answered
      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 am disputing a REMOVEDAttempt" charge on Invoice LMKB189, Customer ID: REMOVED. Our office was open and staffed during the alleged service attempt (Monday-Friday, 9:00 a.m.-5:00 p.m.), and no one contacted us or made a reasonable effort to access the office. When we reported the issue immediately, we were told the driver "forgot" to try opening the door to our office and that the fee would be waived (Reference #REMOVED), yet we were still charged.I have since sent multiple emails requesting a credit or refund and have received no response. This is not the first time Iron Mountain has failed to complete service despite our business being open and accessible.I am requesting removal of the charge, a refund/credit, and a written response addressing this billing error. Customers should not be charged for a missed pickup when they were available to receive service and were previously told the fee would be waived.I am happy to provide the email correspondence but am getting an error message when I try to upload it was a word doc or PDF. It is not the first time they have incorrectly shared us for a missed pick-up. The first time they were responsive and sent me a check.

      Business Response

      Date: 09/10/2026

      Hi REMOVED,

      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 through this complaint.

      Customer Advocate Professional
      REMOVED

    • Initial Complaint

      Date:09/05/2026

      Type:Billing Issues
      Status:
      Resolved
      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 am trying to resolve a billing issue. I have notified about closing the account and the bins to picked up.Their call centers are hard to work with. I have requested they notify me about the pickup and provided my cell number but they sent drivers to the premises as no one is there as the business closed. They are billing for each visit and deducted funds from my account without notifying me. I need to talk to a person in the billing office as the call centers cannot get to the bottom of the issue.i have been given ref number but no proper response. I paid the last bill in June.The customer service is In REMOVEDand other countries but the billing office is in REMOVEDand I cannot seem to get a phone call.We can settle this in less than 5 minutes and I can get my refund.

      Business Response

      Date: 09/08/2026

      Hi REMOVED,

      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 through this complaint. 

      Customer Advocate Professional
      REMOVED


    • Initial Complaint

      Date:09/02/2026

      Type:Product Issues
      Status:
      Answered
      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.
      They are billing me for services we did not authorize. They did not complete the job as instructed. I have asked them to close the account with all the documentation, agreed to pay for the service that was authorized, and they continue to leave the account open to bill me. I have tried speaking to the REMOVEDin the REMOVEDand they continue to push the calls to what is obviously an international call center. I want the account closed, their items picked up, and I will pay for the services I received but not the storage fees and late fees they allow to continue to pile up.

      Business Response

      Date: 09/03/2026

      Hi REMOVED,

      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 through this complaint.

      Customer Advocate Professional
      REMOVED

    • Initial Complaint

      Date:08/12/2026

      Type:Order Issues
      Status:
      Answered
      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 paid Iron Mountain $10,174.15 since 8/16/2024, but per my agreement, we should have only been charged $3910 ($85 x 46 months). I am requesting they reimburse me $6,264 for the charges exceeding $85 per month agreement over the course of 46 months. I also emailed them over 30 days before auto renewal to cancel and they are trying to charge me an "early cancellation fee". Per the agreement, we needed to inform them 30 days before renewal to cancel, which we did via email. They also have a breach in contract with the over charges exceeding $85 agreed upon price. They are trying to charge me around $5k to cancel my agreement now and not responsive or helpful in emails. Please help! My files and contract will not attach to this form. I can send them via email if you need them. I have a copy of my contract for the $85/month, a copy of the emails between them and I, and a copy of the bank statement with their charges for the last 2 years.

      Business Response

      Date: 08/13/2026

      Hi REMOVED,

      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 through this complaint. 

      Customer Advocate Professional
      REMOVED

    • Initial Complaint

      Date:07/31/2026

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Reported to IRON MOUNTAIN to retrieve all my records 4 months ago, and they returned them. We paid all the fees to return the boxes. I tracked most of our boxes on a list, and it showed I was missing 31 boxes from my count. So I asked them and they said they lost them and continued to charge us for them. I reported to them a few more times and no response. I received an email 2 months later saying they have 61 boxes, but we must bring the account current to return our boxes. Super shady business. I'm not sure if they are lying to me in order to collect for lost boxes. Extremely dissatisfied with their business.

      Business Response

      Date: 08/03/2026

      Hi REMOVED,

      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.

      Customer Advocate Professional
      REMOVED

    • Initial Complaint

      Date:07/28/2026

      Type:Billing Issues
      Status:
      Answered
      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 am filing this complaint regarding Iron Mountains repeated failure to resolve billing and account issues.I have made numerous attempts to resolve recurring invoice errors, account holds, billing discrepancies, and account questions. Despite repeated emails and follow-ups, I continue to receive conflicting information, am transferred between departments, and have not received a resolution.Iron Mountain is also charging late fees resulting from its own failure to properly process and upload invoices. Customers should not be penalized for delays caused by the companys billing errors.Although Iron Mountain acknowledged communication issues and apologized, the problems remain unresolved. The lack of accountability has delayed business operations and created unnecessary administrative work.I am requesting that Iron Mountain assign one point of contact, correct all billing and account errors, remove any late fees caused by its invoicing errors, and improve communication so customers receive timely and accurate assistance.

      Business Response

      Date: 07/29/2026

      Hi REMOVED,

      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 through this complaint. 

      Customer Advocate Professional
      REMOVED

    • Initial Complaint

      Date:06/25/2026

      Type:Service or Repair Issues
      Status:
      Answered
      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 maintained a small psychological practice that was being serviced by Iron Mountain on a monthly basis. During my involvement with Iron Mountain, service dates were frequently missed by them, with no one showing for scheduled pick REMOVEDDespite continued contact with them directly regarding the lack of responsiveness with service dates occurring inconsistently at best, I decided to terminate service with them. A final statement was issued by Iron Mountain for what seemed as outrageous and excessive fees. Fee increases were unannounced and appeared to be a form of customer gouging, as well as being deceptive. The most recent billing from them had included a $144.88 fee for "Shred Transportation on Call"; $52,43 for "Paper Recycling Surcharge" and a fee of $95.63 for "On--Call Off Site Shred, Sec Console" amounting to $292.94. They said that they had eliminated a charge for the removal of their bin, which would have been an additional fee which would have brought the total to $383.30.They have stated most recently that they had previously provided a "Renewed Schedule A" form which lists some of these fees; however, though they have stated that they provided this form January 26, 2024, I have no record of ever having received such. I had ended my service with them around December 2024. I have found the service provided by Iron Mountain to be unreliable and inconsistent at best. The billing practices are deceptive and deceitful. I closed my practice as of January 2026 for medical issues. I wanted to resolve my bill and contacted Iron Mountain, regarding their lack of reliable service and deceptive billing. I have offered to pay the $144.88 for Shred Transportation on Call, which they are unwilling to accept. I am unwilling to pay the remainder of their billing which is seen as deceptive, outrageous, unorthodox and reflective of price gouging. If you can assist in this matter, I would appreciate this.

      Business Response

      Date: 06/26/2026

      Hi REMOVED,

      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 through this complaint.

      Customer Advocate Professional
      REMOVED 

      Customer Answer

      Date: 06/26/2026

      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 # REMOVED. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Iron Mountain is merely providing verbiage.  There is no resolution, there are mere words, with no action expected.  The words are meant to placate and not resolve the unorthodox billing practices without notification of increase fees, and billing for questionable services, which are inter-related and ill defined, essentially gouging customers. They also provide for no compensation for the numerous occasions where there were no-shows, with regard to scheduled pick up dates, when their service providers did not show.  However, they are all too ready to bill when and if they come to the office for a pick up and they find the office is closed.   Thus, again, their merely looking into this and apologizing, indicating that they will get back to me, is meaningless. 

      Regards,

      Mark

       

       

    • Initial Complaint

      Date:06/09/2026

      Type:Customer Service Issues
      Status:
      Answered
      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 nonprofit has been trying for weeks to resolve a billing issue with Iron Mountain in which they are holding our sensitive records hostage in exchange for an exorbitant "Permanent Withdrawal" fee. We contact support and receive automated emails saying they will get back to use in REMOVEDhours, have contacted by phone over 10 times, and no customer associate will follow through and resolve our issue. We have heard multiple times over the phone that they will remove this extra fee, then receive an email that they will not do so. They tell us over the phone we will receive an update on the issue by X time on X day, that time comes and goes, and they do not respond. They just send us on to another customer service representative. We have been going in circles trying to get this resolved. We have even acknowledged that we will pay their deceptive price increases which go beyond our contract, if they will only drop this fee (which is contractually invalid as it is nested in an external link. Their contractual deceptiveness is confirmed by several lawsuits). Our bill is relatively small in terms of the business they do, and it is unbelievable that we cannot get a single person to follow through with return of our sensitive records. Their customer service appears to be a time-wasting tactic to run out your next billing cycle so they can add another month of storage fees to your bill while your issue remains unresolved.

      Business Response

      Date: 06/11/2026

      Hi REMOVED,

      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 through this complaint. 

      Customer Advocate Professional
      REMOVED

    • Initial Complaint

      Date:05/27/2026

      Type:Customer Service Issues
      Status:
      Answered
      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 small psychology business contracted with Iron Mountain for one shredding console to be serviced periodically. Instead, they delivered two bins and charged us for both, despite us repeatedly explaining that we only ordered one. My colleague addressed this with the delivery team at the time, but they refused to take the extra bin back and told us to contact customer service. Despite multiple calls and emails over several months, the extra bin remains in our office and we continued being charged for it.Another major issue involved repeated unannounced service visits. Because we are a healthcare practice handling HIPAA-protected information, the consoles are kept behind locked doors and are not accessible from public areas. Drivers would arrive unexpectedly while we were in sessions with clients, and we were then charged $75 missed service fees. We repeatedly requested advance notice, asked drivers to call upon arrival, and provided our building door code multiple times, yet were still told they did not have access and continued charging missed service fees.Customer service delayed closing the account- resulted in a new case number with no apparent record of prior conversations, and issues were never resolved. We have spent weeks trying to cancel service. We were repeatedly promised pickup dates for the bins, but no one arrived. Meanwhile, attempted service visits continued, appearing to generate even more charges.When we finally reached someone about closing the account, we were told we had to pay an early termination fee of over $300 to stop service, despite all of the unresolved problems on their end.Based on similar complaints posted here, our experience appears to reflect a broader pattern of deceptive business practices. I respectfully request that the BBB investigate this company.

      Business Response

      Date: 05/28/2026

      Hi REMOVED,

      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 through this complaint.

      Customer Advocate Professional
      REMOVED

       


    • Initial Complaint

      Date:05/21/2026

      Type:Billing Issues
      Status:
      Resolved
      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 2 accounts at REMOVEDfor decades. Pay just under $20k a month for storage. We need to get our files digitized and destroyed and we cannot speak to a single person about it. We are being charged $80+/box to pull a box out of storage just to do it ourselves. We've put in case #'s, we never receive a call back. We're put on hold when we call and rarely get someone to pick up. Iron Mountain has essentially gone to a customer service line overseas where no one can help you with anything and we no longer have an account REMOVEDin the REMOVEDwhere we are located. We can't get anywhere with them. In addition we are being charged extra for "reboxing services" each month at around $100/month at their discretion without our consent. We feel that we are being held hostage as they have our information and we have to pay a REMOVEDto access it.

      Business Response

      Date: 05/22/2026

      Hi REMOVED,

      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 through this complaint. 

      Customer Advocate Professional
      REMOVED


      Customer Answer

      Date: 05/28/2026

      [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 in addition I have received communication from a representative at Iron Mountain that is now working with me and responding to my requests and have determined that the response does satisfy my issues and/or concerns in reference to complaint #REMOVED. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      REMOVED

    Iron Mountain is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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