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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 104 locations, listed below.

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    Customer Complaints Summary

    • 142 total complaints in the last 3 years.
    • 42 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:12/01/2022

      Type:Service or Repair 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 called on 11/23/2022 disputing 2 charges on an invoice we had already paid via an automatic charge on our credit card. I was told I would receive a response within 2-3 business days on case# ********. Our customer number is *******. We were billed for offsite shredding for 8 bins and an offsite shredding trip in addition to the pickup of the 8 bins. The 8 bins were all completely empty and we had to request 5 separate times for the bins to be picked up. We have never agreed to have any of our shredding to be done offsite, it is all done onsite. This should not be difficult to figure out that these bins were picked up empty and no shredding was done yet it is over a week now and still no answer. I feel I am getting a run around.I did not receive a call back so I called again on 11/28/2022 and was told their "dedicated team" was still looking into the issue and they were escalating the request.Still no response so I called again on 11/30/2022 and was told the same thing that their "dedicated team" was still looking into the issue and that they were escalating the issue.I called again on 12/1/2022 and am still being told the same nonsense that they are still looking into the issue. I asked today if I could speak to the billing department directly and was told that they only contact them and it is done via e-mail.The total charges in question are $246.40 plus $135.65 for a total of $382.05

      Business Response

      Date: 12/02/2022

      Good Morning *****,


      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.

       

      Sincerely,

      Iron Mountain


      Customer Answer

      Date: 12/07/2022

      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. 

      I was sent an e-mail on 12/2/2022 from ********************* Del ******* requesting additional information regarding the original order number.  I responded to this request on the same day, 15 minutes after I received the e-mail.  I was sent a second e-mail on 12/6/2022 requesting the same information, indicating I did not respond the first time.  I forwarded a copy of the same e-mail I sent on 12/2/2022.  Today I received a phone call from Iron Mountain but when I picked up and said hello and there was no one on the other end so I waited a minute and no one responded so I hung up.  Then I received an e-mail right after saying they tried contacting me a couple of times but was unable to reach me.  


      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: 12/08/2022

      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.

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair 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.
      Difficulty canceling account shredding services. No replies to email. Next month is already billed, even though we have tried to cancel account numerous times. Calling is placed on hold for 45+ min an attempt.

      Business Response

      Date: 12/02/2022

      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 Answer

      Date: 12/13/2022

      [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:11/29/2022

      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.
      I have been attepting to retrieve my records in storage for over 1 month. I am unable to speak to anyone in *****************. I am getting billed thousands of dollars for charges for services I have not recieved. Every day I receive an email with different information regarding my account. Several paymants that I have made in the past have not been posted despite providing bank confirmation numbers. I have quotes for services in emails and were charged 5 times the amount quoted.

      Business Response

      Date: 11/30/2022

      Good Morning ******,


      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:11/28/2022

      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.
      I received an invoice from Iron Mountain with details that state i received service in September 2022 for document pick-up to shred. After contacting customer service and asking them to investigate as this had not been completed, the report found that their personnel marked it as complete. I received an email over the holiday weekend that they are not going to continue to investigate as their records found the service was done in September. Not only is the unit that is serviced in my personal office, I have a key to access the documents placed in there for pick-up. If the unit was indeed serviced in September 2022, how am i able to pull documents from the bottom of the unit from March 2022 and forward? I wish that this was the first time I had to contact Iron Mountain regarding a service that was incorrectly marked as complete, but it's not. This is in fact my second time in the last 12 month's that i have had this happen. The first time, they "investigated" and found it really wasn't done and voided the invoice. This time they are standing by their decision. I will not be paying this invoice.

      Business Response

      Date: 11/29/2022


      Good Morning *******,


      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. 

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:11/21/2022

      Type:Product 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.
      10/15/22. We ordered 5 temporary bins and boxes to fill up with old files. 10/24/22. We left a voicemail with account manager ***************** to have the 5 temporary bins and additional boxes picked up 10/28/22. A follow-up email was sent to **** since he never responded to the voicemail.10/28/22. Iron Mountain customer serviced responded via email, and asked us to provide the specific numbers of boxes and temporary bins to be picked up.10/30/22. My Executive Director responded to the email with the information that was requested.11/07/22. We sent a follow-up email, because they items were never picked up.11/15/22. I sent an email to Iron Mountain management (*********************************) regarding this issue.11/15/22. ********************************* followed up via email, stating that "order ********* has been generated for this service and is scheduled for 11-18"11/18/22. ****** informed me via email that she was notified by the Operations Team that this order cannot be serviced today.11/18/22. I responded back to Tamany requesting updates as soon as possible 11/21/22. ****** never responded to the email, so I called customer service and asked to speak with someone in management. I was left on hold for 54 minutes only to be told that "they don't have a number or email for corporate".

      Business Response

      Date: 11/22/2022

      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 Answer

      Date: 11/22/2022

      [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:11/16/2022

      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 had a great deal of difficult cancelling my shredding account with Iron Mountain. I returned my shredding box to their ******* office on August 22. On September 22, I received an email stating my account is closed, but they are still billing me monthly, most recently on October 21. I have already disputed two previous charges and won and now I have this charge. It is impossible to get anyone within the company to help with this.

      Business Response

      Date: 11/16/2022

      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. 

    • Initial Complaint

      Date:11/09/2022

      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.
      We have been trying to close our account since 10/6, and Iron Mountain has been either unresponsive via phone or e-mail, or they responded with nonsense or inappropriate responses with no applicability to the situation (almost as if a robotic automation process was responding in a non-sensical manner).10/6 - Case ******** opened to close our account ****** (Process to be managed by **************************)10/6 - We answered all of ****'s questions via e-mail 10/12 - **** asks when we would like tapes delivered 10/12 - We respond "At your team's next convenience"10/18 - ETA requested (as no updates received from **** in 6 days)10/18 - **** e-mails stating "I would like to follow up on my previous email below". This makes no sense because there are no open questions or issues to respond to.10/18 - **** scheduled final tape delivery for 10/19 10/19 - All tapes delivered, all Iron Mountain property returned (Bins, locks, keys)10/25 - ****************** us via e-mail stating "If I do not receive a response by the end of the day, this request will be inactivated". Were puzzled with this message since we expected our account to already be closed.10/25 - We respond to this strange threat via e-mail by stating "Please advise ASAP if you need anything further from us. We want the account closed immediately."11/1 - No further responses received, so we followed up again stating "This is now my 4th attempt to communicate with you, however I continue to receive no response. Prior e-mail communications were sent on 10/12, 10/18, and 10/25."11/4 - **** sends a duplicate of her e-mail on 10/6 (to schedule a final delivery date). This makes no sense because the delivery already happened on 10/18!11/4 - We respond "EARTH TO IRON MOUNTAIN!!!! COME IN PLEASE!!!"11/8 - **** responded with a copy/paste duplicate of her 10/18 e-mail I would like to follow up on my email below. Which makes no sense.11/9 - We called Iron Mountain for assistance. They advised "no one is available".

      Business Response

      Date: 11/10/2022

      ************, 

       

      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.

    • Initial Complaint

      Date:11/09/2022

      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.
      We sent notification on August 29, 2022 that we wish to remove all documents stored with Iron Mountain. According to their instructions we reviewed and approved the preliminary charges for removal of the records. Upon return of that approval, we were told a final invoice would be sent to us and upon payment our records would be released. At the time of this writing, we do not have the final invoice and our records are still in their possession. In spite of multiple emails, phone calls, and contact we have not been able to resolve this. We simply want our final invoice so we can be rid of this incompetent organization.

      Business Response

      Date: 11/10/2022

      Good Morning ****,


      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:11/07/2022

      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.
      On 10/18/22 our office requested cancellation of the shredding service (Iron Mountain). We were told someone would contact us in **** days. No one contacted us. We followed up on 11/3/22 and were given a case number for cancellation. On Friday, November 3 we recevied a n email from their customer service unit requesting information that they should have (location, number of bins, etc) and that we would be charged per our contract. We have no signed contract and every time I call NOTHING is resolved and I am told it will be **** days for someone to contact us. I want our service canceled but they will not give me our copy of the signed contract.

      Business Response

      Date: 11/08/2022

      Good Morning ********,

       

      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.

       

      Sincerely,

      Iron Mountain


    • Initial Complaint

      Date:11/04/2022

      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 initiated a request to close my account and destroy all records in storage beginning August 2022. After 2 months of relentless emailing and calls, the company sent me a request to close the account three days after the contract ended with an additional charge for 11 months of storage incurred by an auto renewal that I did not consent to. The request to close the account was made well before a 30 day time mandate. Attempts to speak with a supervisor are in vain. Response are received from various persons who restart the entire process from the beginning and then delay the account closure. The auto renewal is fraudulent if it was created intentionally in the aim to charge the client more for unnecessary storage fees. I am only requesting to be charged for the rightful destruction of my records without the extra storage that was created from lack of attention and *********** on part of Iron Mountain. Additional clients are experiencing the same mistreatment.

      Business Response

      Date: 11/07/2022

      Good Morning ****,


      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. 

       

      Sincerely,

      Iron Mountain


      Customer Answer

      Date: 11/21/2022

      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. 

      Iron Mountain is still in the process of correcting the mistake and I'm still in discussion with the company.


      Business Response

      Date: 11/28/2022

      Good Afternoon ****,

      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.

       

      Sincerely,

      Iron Mountain


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