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

  14410 121a Ave NW Edmonton, AB T5L 4L2

• 

  Iron Mountain Offsite Data Protection

  4260 Tuller Ridge Dr Dublin, OH 43017

• 

  Iron Mountain

  1201 Freedom Road Cranberry Township, PA 16066

• 

  Iron Mountain

  100 Harbor Dr Jersey City, NJ 07305

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: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,

  ****

   

   

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a pandemic project in April 2020 I started withdrawing and sorting through archival boxes from Iron Mountain which ******** Productions had entrusted them with safe and secure keeping. During the process it became clear that they couldn't locate several of the boxes. I received the last of ********s boxes in the Fall of 2021 and three boxes had still yet to be found by them. I made it clear to them via email in December 2021 that we were still awaiting their feedback about our missing boxes and that we would be withholding payment until they were found. In February 2022 they finally said they had exhausted attempts to find them. On March 8th I wrote to Iron Mountains headquarters asking what now ordinarily happens and could they make an insurance claim and cancel any balance we might have with them - no response to this letter or its follow up. Each month they had continue to **** us for the now empty space that I had removed all the hundreds of boxes from and each month another faceless outsourced person would reply to my complaints, each time making no progress for us and dragging it on for another month so they could ****. In May of this year we finally got allocated a Client Manager, I spoke to him immediately and followed it up with paperwork and now, of course, he no longer works for the company. Judging by the other comments on this website its the same old tale, there is no culpability or resolutions by publicly traded Iron Mountain, they hide behind generic email responses from outsourced short term staff, all the while billing existing and past clients for profit. Yet again, I'm asking them to make an insurance claim for our missing boxes and to cancel any storage balance they believe we might have with them.

  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. 

   

  Sincerely,

  Iron Mountain

  Customer Answer

  Date: 08/18/2022

  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:08/08/2022

  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.

  This is a complaint about the negligence of Iron Mountain to follow up with customer requests and close our account. My company has been trying to remove its materials from Iron Mountain for four months now. We paid a final invoice more than 2 months ago. At every turn, Iron Mountain seems to be making no progress closing our account. I have called and emailed numerous times and I keep getting the same answer with no result. It's literally the same excuse again and again. I asked for an email to contact the account closure representative handling my case, and the customer service representative told me they don't use email addresses internally, so they couldn't give me an address. I have been assured 5 times now that someone will get in touch with me "within 2 business days", yet it has never happened. I am at my wit's end trying to close this account and retrieve our files. I was told we needed to pick up our files on August 11th, but they did not tell us WHICH Iron Mountain facility to go to, what time slot we had to retrieve files, or how many pallets we need to bring in order to remove the files. I've been trying to get this simple information for a month now. At this point I'm just being ignored. This is made worse by the fact that they are STILL sending us invoices month after month. They aren't even the standard invoices we received before, so I'm not even sure what all the charges are for. Surely it can't be for the "services" they are providing now, since they are simply not doing their jobs. This is the absolute worst experience I have had with a company in my entire career. Their negligence is outstanding. I need this issue resolved as soon as possible so we can move on and never have to deal with this company again.

  Business Response

  Date: 08/09/2022

  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.