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 has 104 locations, listed below.

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• 

  Iron Mountain

  1 Federal St Boston, MA 02110-2012

• 

  Iron Mountain

  8825 Northbrook Crt Burnaby, BC V5J 5J1

• 

  Iron Mountain

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

• 

  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Iron Mountain (NS)

  1 Command Court Bedford, NS B4B 1H1

  

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:10/07/2025

  Type:Service or Repair 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 have been customers since our previous file storage company was bought out in 2017. Since then our monthly bill for the same amount of boxes has gone from about $200 a month to $1800. It has gone up $600 a month this year alone. They have added a large fee per box for permanent withdrawal, something our original contract did not have. They have also lost a portion of our inventory and quoted us $3,000 to locate it. They are also charging us monthly reboxing fees but won't provide a list of the boxes that they are reboxing. We want those fees removed retroactively. **************** does not respond to any of our requests. We are a small business and this has made it impossible for us to extricate ourselves from this contract and end the business relationship. It has honestly been the worst experience in my 20 years running an office.

  Business Response

  Date: 10/10/2025

   

  ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the poor experience you've had; it does not reflect the standard we intend for our customers.
  
  We are thoroughly reviewing your account and will contact you directly to discuss a resolution. We will also provide an updated response through this complaint channel.
  
  Sincerely,
  
  Customer Advocacy
  **********************
  
  

• Initial Complaint

  Date:10/01/2025

  Type:Product 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.

  In June, we asked Iron Mountain to destroy all of our boxes of records located/stored in their ********* and ******* locations. The records were destroyed leaving no boxes stored in those two locations. We also ordered a permanent withdrawal of certain boxes located in their ******** location which we picked up leaving only about 10 boxes in that facility being stored. Iron Mountain, according to their customer service personnel, failed to changed the status on the boxes which were destroyed in their ********* and ******* locations to destroyed. The result of this error is that they are billing us erroneously for $942 per month for storing boxes that they destroyed.I have been going back and forth with their customer service personnel to get this corrected for more than 3 weeks now without a resolution. The last correspondence that I received was instructions on how to request boxes to be destroyed which is absurd.These guys have no clue what is going on and I can't seem to get through to them what needs to happen. I have sent them a listing of the boxes that were destroyed; a listing of boxes that were permanently removed from their locations; and a listing of all boxes that are currently being stored (8 boxes) that we should be billed for storage. Yet we cannot get a revised invoice removing the erroneous storage amount of $942 less the appropriate charge for 8 x 1.2 cu ft boxes being stored.

  Business Response

  Date: 10/02/2025

  Good afternoon,

  Thank you for bringing this matter to our attention. We sincerely apologize for the poor experience you've had; it does not reflect the standard we intend for our customers.
  
  We are thoroughly reviewing your account and will contact you directly to discuss a resolution. We will also provide an updated response through this complaint channel.
  
  Sincerely,
  
  Customer Advocacy
  **********************
  
  

   

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair 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.

  Today is ****** 19, 2025. For over two months, we has been attempting to resolve a billing (contractual) dispute with Iron Mountain. We were sold the "simple service bundle" at a monthly rate, and we paid that rate for years. Under that plan - among the over 15 services Iron Mountain is not to charge the customer because of the monthly plan - is retrieval, handling, and transportation. We asked for the permanent withdrawal of boxes (chargeable under the plan), and the first time Iron Mountain delivered boxes without issue. Beginning in June, however, Iron Mountain charged us for the permanent withdrawal of boxes AND the retrieval, handling, and transportation of boxes that is NOT to be charged under the contract. Then Iron Mountain did the same in July. Now, for ****** - the last month of service as notice of closure has been provided - Iron Mountain sent a correct invoice in that handling, retrieval, and transportation have not been charged - only permanent withdrawal - BUT the final boxes have not been delivered AND no delivery date has been scheduled. Iron Mountain has on multiple occasions sent invoices for items ALREADY PAID. We want the nearly $900 of retrieval, handling, and transportation that was automatically deducted and paid to be refunded or simply credited to the last month (******) of billing. We want this matter resolved asap, as ****** is the last month of service. We began this process in June and it has been one excuse and one delay after another.

  Business Response

  Date: 08/22/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the poor experience you've had; it does not reflect the standard we intend for our customers.
  
  We are thoroughly reviewing your account and will contact you directly to discuss a resolution. We will also provide an updated response through this complaint channel.
  
  Sincerely,
  
  Customer Advocacy
  **********************
  
  

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair 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.

  Diagnostic Clinic Medical Group permanently closed and advised that medical records requests should be submitted to **********************. I have been attempting to expedite a request for a patient with a hearing date on August 20, 2025. Tracking # denc24kka253L, request ID: ************. I have tried calling and emailing numerous times but have not received a response. Please advise.

  Business Response

  Date: 08/07/2025

   

  Hello-

  Thank you for bringing this matter to our attention. We sincerely apologize for the poor experience you've had; it does not reflect the standard we intend for our customers.
  
  We are thoroughly reviewing your account and will contact you directly to discuss a resolution. We will also provide an updated response through this complaint channel.
  
  Sincerely,
  
  Customer Advocacy
  **********************

  Customer Answer

  Date: 08/07/2025

  [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,
  
  Becca Glass

• Initial Complaint

  Date:07/30/2025

  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.

  Our accounting firm hired Iron Mountain in 2016 to pick up and shred confidential client data. We had a monthly pickup of one 55 gallon locked drum, supplied by them and this frequency continued through 2025. We probably signed a contract when we started but have not signed a contract recently in the last few years. The reason is that at first they increased the monthly charge by $5 or so per month a month each year, which we thought was was reasonable for an original monthly charge of $43.66. Then in 2023 they doubled the price from $77 to $147 per month. We called and never got a straight answer. In 2024 they almost doubled it again to an average of $250 per month. We called, wrote, emailed and so forth, and were forwarded to their dispute section which never addressed our problem or questions and just insisted we owed them more money each month. Their position seems to be they made the monthly pickup so we owe them even though it was almost tripled. We stopped paying. They are still charging us a monthly fee for bin rental because they will not pick up the bin.

  Business Response

  Date: 08/08/2025

  Hello,

  Thank you for bringing this matter to our attention. We sincerely apologize for the poor experience you've had; it does not reflect the standard we intend for our customers.
  
  We are thoroughly reviewing your account and will contact you directly to discuss a resolution. We will also provide an updated response through this complaint channel.
  
  Sincerely,
  
  Customer Advocacy
  **********************
  

  
  

• Initial Complaint

  Date:07/01/2025

  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.

  Swan Dermatology and Aesthetics, ************************ closed January 17, 2025 and advised patients to contact ********************** *** for medical records. I was a patient of Dr. **** ****. I have tried to contact Iron Mountain, by sending four emails beginning in April and have attempted to call them, and I can get no response. I need my medical records. Can you please help me?

  Business Response

  Date: 07/11/2025

  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: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 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:05/28/2025

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