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

  6085 Marshalee Dr STE 130 Elkridge, MD 21075-6023

• 

  Iron Mountain

  672 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Iron Mountain

  PO Box 27128 New York, NY 10087-7128

• 

  Iron Mountain (NL)

  45 Sagona Avenue Mount Pearl, NL A1N 4P9

  

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:09/05/2022

  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.

  they stated i owed you for invoice#'s:DCBY920- aug 21DXBY0750july 21DSTD990- June 21DRPN175 MAy 21 DVPV861-Sept 21 total $406. Out of these invoices the only pick up was July 21 with thesix extra boxes because thy hadn't picked up May or June. We had to call to finally show **. ** June someone showed up without identification- no Iron Mountain shirt,tag or ID on him. A person with a garbage can does not prove you are from the Iron Mountain facility. He was dumping the container we asked for his ID; he said he would be right back and LEFT after dumping his can on OUR FLOOR !!!!WE do have a locked door on our office with a note to please ring the bell for entry. I have checked our in office video for each of the other dates at the time stamp on the NONE PICK UP RECEIPT and they were not at our facility. We were open with patients in the practice.I have even accidently paid one invoice 2x and when we recently called they stated they couldn't talk to us because it was sent to their lawyers.At this point I would like a FULL REFUND FOR ALL INVOICES RECENTLY PAID. Let them TAKE ME TO COLLECTION SO I CAN PROVE they ARE SUING FOR SERVICES NOT PROVIDED. IF I do not receive a refund I will take them to small claims court to resolve this.

  Business Response

  Date: 09/06/2022

  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. Please be advised Iron Mountain has already opened a case with our Executive Escalations team for these came concerns. We will be in touch soon.  
  

  
  

  Customer Answer

  Date: 09/09/2022

  [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:09/02/2022

  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.

  The name of my business is ****************************** and I am a primary care physician in *********, **. I used a medical records storage facility in my area (ABR ******************************** which was acquired by Iron Mountain in 2019 (Our Account #ABR57). Since then, the cost of storage and record retrieval has doubled. I was recently notified of delinquent balance of $1,284.17. I was not aware of this, because I was not receiving the monthly invoices via regular mail or email, nor did I agree to any rate increase or new contract. In fact, in order to review terms of service fees to justify the sudden jump in costs for services with Iron Mountain, my office has repeatedly tried to request a copy of our original contract, but Iron Mountain responds that they are unable to locate it. And I am not sure we EVER received a contract from Iron Mountain to begin with when they took over storage of our medical records from ABR ****************** in 2019. I have called and emailed the company multiple times and cannot get anyone to call me back. It is impossible to get a supervisor to answer any questions and they seem to have only one customer service phone number. The only response we get are emails (from a different person each time) with a "new" contract attached to review and sign. I am not signing anything with this company until we have resolution to the balance (and removal of the balance since we were never notified of a rate increase and have no signed agreement anywhere). I have contacted you, the BBB, the ****** of ******** Affairs in ************* (who told ** to contact the Mass Attorney General), and my personal lawyer is now involved. My concern is that we are a small medical office of 4 employees and one physician (myself). We are also a small business and are due some consumer protections. The records Iron Mountain has are patients' personal medical records which fall under Privacy and Security requirements per HHS/OCR HIPAA/HITECH act.

  Business Response

  Date: 09/06/2022

  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 all of 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.
  

  
  

• Initial Complaint

  Date:08/26/2022

  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.

  Like everyone else that has complained, I am having a heck of a time reaching someone to destroy all boxes we have stored there and to close our account. They want to charge us over $7,000 to destroy the boxes. They have dragged out the process so they can continue to charge us almost $500/month storage fees. It is absurd that so many people have the same complaints about this company and they continue to get away with it. Why is nothing being done about it and why are we all begging to close our accounts and being charged outrageous fees to do so. Help us out, please!!!!

  Business Response

  Date: 08/29/2022

  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 all of 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,

  Iron Mountain

  
  

• Initial Complaint

  Date:08/26/2022

  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.

  This company is nothing but a scam! Unfortunately we get sent a lot of mail and have stacks of consent forms that need to be shredded. We needed a company that can shred any type of mail or important documents but didnt need a huge bin or weekly service. We were quoted $56 a month, which was perfect for us and then suddenly within 3 months it went up to $79.99 without any form of communication. I was even charged $149.99 without a reasonable explanation that made sense. Needless to say I decided to cancel my service because of the lack of communication and support from this company. It seems that a lot of the customer service is from overseas and there are no standards for quality customer service. I canceled the service back in May 2022 and it is now almost September and there is still nothing being done as I am currently being charged. I was told that no email was sent to them in regards my cancellations although I have multiple emails that I sent to them and screenshot it letting them know of my cancellation. I have also made multiple phone calls and was told that a woman name ****** would reach out to me which by the way she never called she just sent an email requesting the number of them that needed to get picked up and where the address that they were gonna be picked up from. I sent her a total of ****************************************************************************************************************** when its clearly in a thread!!!!!!!!! Do not get with this company at all! You will get the runaround when youre ready to cancel youll be charged extra fees that you will be unaware of and the customer service is absolutely horrible. You are better off spending time heading over to Office Depot and having your items shredded there or getting an industrial size shredder with the amount of money that youll be spending on a company that is no more than a scam! !!!

  Business Response

  Date: 08/29/2022

  Good Morning Jin,

  
  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 all of 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,

  Iron Mountain

  
  

  Customer Answer

  Date: 08/29/2022

  [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:08/22/2022

  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.

  I have been trying to retrieve 84 boxes of microfilm stored by Iron Mountain since late April. I still do not have the microfilm. I have paid all my invoices, agreed to the closure fee, and my account is paid up. I have been on the phone with them numerous times, and have sent multiple emails. My account is NHC21. The clousure has a Case # ********.I have an "account closure" person named *******************, with the following information. ********************** | ************************************* ************ *********************************** She is entirely incompetent. I just got off the phone with her. She said that she had to schedule a delivery date with the delivery people. That's what she told me weeks ago. My microfilm is very important to this office, and I am very concerned that they have lost it. I am also angry about having to pay **** June, July and August storage charges, just to be considered for delivery. The boxes should have been here in April.

  Business Response

  Date: 08/23/2022

  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 all of 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. 
  

  
  

  Customer Answer

  Date: 08/23/2022

  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 # ********.

  I got a call at about 10:45 this morning by someone from Iron Mountain, who said that she didn't know what the hold-up was, or why, or when my documents would be delivered.
  

  She said she was calling to "find out what the hold-up was." 
  

  The hold-up is on your end, not mine.

  Before she called, she should have had more information. She should have called the people she said she would call (my account rep and her supervisor, and the delivery people) BEFORE calling me and wasting my time.
  

  FAQ
  

  
  Regards,

  *****

   

   

  Business Response

  Date: 09/06/2022

  Hi *****,
  
  We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon.
  
  

  Customer Answer

  Date: 09/06/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *****

   

   

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 using Iron Mountain to store files for our law practice since 2012. I have 252 boxes stored with Iron Mountain. When sending boxes for storage to Iron Mountain, there's a destruction date on each box. At least 50+ of them should have been destroyed already. I called customer service and clearly, they don't understand what customer service is supposed to do! They keep sending me around to several teams and the amount of time I spend on the phone on hold or waiting for emails is outrageously exorbitant. By the time I'm connected, none of them speak like a human. They all have scripts that they use and then they don't resolve the problem. I had one phone call with someone who told me that he could only answer my questions about one thing and would have to send me to another team for another answer. I can't get an answer about how to remove my records from Iron Mountain and they quoted me over $500.00 to destroy 30 boxes. They are also charging me for shredding, which I don't have them doing each month at our office. I have been asking about that charge for more than a year. It strikes me that since I've been paying for shredding that they don't do, then why can't they apply that money illegitimately gained to shredding boxes in their captivity? In essence, our files are being held, hostage. Please help!

  Business Response

  Date: 08/18/2022

  Good Afternoon *****,

  
  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 all of 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,

  Iron Mountain

  
  

  Customer Answer

  Date: 09/05/2022

  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. 

  It has NOT been resolved
  at this point. Id rather you not close it since the issue still remains 

• Initial Complaint

  Date:08/13/2022

  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.

  Iron Mountain has repeatedly mishandled billing for my shredding service that averages $8.90 per service. I was recently charged on an auto pay $5,438.15 on 8/11/22 & $5,377 on 8/3/22 doe charges that were not mine. I have yet to be able to reach a person to resolve this issue & have filed a dispute with my credit card company. MTHOMAS is my account. I do not know a ****** and that account should have NEVER been associated with my secure billing auto pay.

  Business Response

  Date: 08/15/2022

  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 all of 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.
  
  

  Customer Answer

  Date: 08/15/2022

  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. 

  My credit card has not yet been credited back the charges of $5437.15, or $5377. I did speak to someone today & was told this would be escalated & investigated . I was also told I would be contacted . I was not contacted by anyone form Iron Mountain as do yet . When you charge someones business credit card in erroneously for over $11,000 on a charge that is typically $8.90 for service contact and resolution should happen immediately  .

  I am not almost at my credit limit for this statement & have other business expenses.

  Not the first issue I have had .  ****** handled & poor communication.

  
  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: 08/16/2022

  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.

   

  Sincerely,

  Iron Mountain

• Initial Complaint

  Date:08/11/2022

  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.

  Since March 2022, we have been communicating with Iron Mountain to figure out how to close out our account and retrieve our items., We have e-mailed back and forth, plus several phone calls as the information they sent us was not what we asked. We finally made our final payment and requested the date(s) we could come pick up our boxes. July 21, 2022 was the last e-mail from them saying they would be in touch with us withing 48 to 72 hours and as usual, we have not heard from them. We want Iron Mountain to give us the date(s) we can come pick up our boxes. Between e-mails and phone calls, they just can't seem to figure this out. Thank you. ***********************

  Business Response

  Date: 08/15/2022

  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 all of 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,

  **'*************************

• Initial Complaint

  Date:08/11/2022

  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.

  I am the manager at ******************************. I have been trying to close our account with this company since June 1st. Their rates were increasing July 1st so I reached out to them to let them know we would be switching to another company. They gave me a case number and told me someone would reach out to me in **** business days to arrange pickup of our shred bin. I have called the company 4 times since that initial contact (6/8, 6/28, 7/6, 8/10) and have been told the same thing each time. I was out with COVID for a week and a half and during that time they sent someone to empty our shred bin (and charge us the new, higher rate) but not to take the bin. When I called them yesterday I requested to speak with a supervisor since this has been dragging on for over 2 months. It took 34 minutes on the phone (most of it on hold) before I was told that the supervisor would call me back later that day (the same as I have been told every call), which did not happen. Each phone call has taken me over 20 minutes and I still can't get a resolution. I am frustrated beyond belief and would appreciate some assistance.

  Business Response

  Date: 08/12/2022

  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:08/09/2022

  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 started to notice a decline in Iron Mountain's service late 2021. They would not show to pick up and still charge us. After more than enough times of this happening I requested they pick up their bins and switched to another shredding company. Iron mountain took 4 months to come pick up their bins and continued to charge me. Once they finally picked up their bins in April, I have been charged every month for a "non-usage fee". I called 3 times and every time was assured our account was closed so I shouldn't be getting charged. The last call I was very addiment about removing my card from their system and the person on the phone said that the only thing that he could do was give me his word that it was done and they would reimburse me for the months I was charged after the bins were picked up. The following week I was charged again. No one at their call center can give me an actual reason why I am being charged when my account was terminated and it continues to happen. This is THEFT and Iron Mountain should not be in business if this is how they run things.

  Business Response

  Date: 08/10/2022

  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 all of 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.
  
  

  Customer Answer

  Date: 08/10/2022

  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. 

  The response from the business was the same response I have been receiving from them for months. "Looking into it" has done nothing but cost me money that is not owed to Iron Mountain. 
  
  
  Regards,

  ****

   

   

  Business Response

  Date: 08/10/2022

  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.
  
  

  Customer Answer

  Date: 08/11/2022

  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 feel like the response was very impersonal &  generic i will not accept the comment "any additional areas of opportunity to assist you" or any other response until action is taken.

  I have been receiving responses like this since February and nothing has been done since. 

  I am just looking to get the Money back that they took out of my account when NO services were provided and my account to be closed like they said it would be months ago.  
  
  
  Regards,

  ****