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:04/01/2025

  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 made more than three requests in writing to cancel their service due to being grossly overcharged, issues not corrected, and misinformation. They have overcharged us by over $1200. We have been charged when service wasn't actuated, charged for more consoles than we ever had, and bogus additional charges.

  Business Response

  Date: 04/11/2025

  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 Advocate Professional
  **********************

  
  

• Initial Complaint

  Date:04/01/2025

  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 small business owner, we used a small business to store our documents. The small business document company was bought out by the price gouging, creedy company Iron Mountain. The prices continue ridiculously escalate. We have made many, many attempts to work with them in closing out the account and to cut costs for our small business. To close out the account, we were given a quote of over 17K. We offered to rent a UHaul, pick up the boxes ourselves and take them to a local reasonable shredder.......we were given a quote of over 10K for that to happen. We just received a new invoice from this price gouging company yesterday and of course the prices has increased over $500 from last year. Our small businesses getting charged over 12k to store our documents. This is shameful and disgusting as the CEO and *** line their pockets. Iron Mountain is an absolute horrible company with no customer service!

  Business Response

  Date: 04/11/2025

  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 Advocate Professional
  **********************

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Iron Mountain recently completed a $26K destruction job to purge a majority of our obsolete files stored in their NJ warehouse. After weeks of calling and e-mailing to have our invoices corrected we are still being billed as if nothing was ever destroyed. They are overbilling us $2000 per month and every attempt I make to contact a sales *** or customer service is met with feigned ignorance of the issue and promises that "someone" will contact us for a resolution - which never happens. I want my current and future storage bills to be corrected.

  Business Response

  Date: 04/09/2025

  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 a resolution, as well as providing an updated response through this complaint. 
  

  Customer Advocacy Team

  Customer Answer

  Date: 04/11/2025

  [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:03/13/2025

  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 was contacted in Sep.-Oct. 2024 to cancel services and pick up the container. It's now March of 2025. They wouldn't pick up the container and continued to bill us, we acquired an additional balance due which consisted of past due bills and 'unused services' bill.We've contacted 5+ cust. ***. cases with no success. We've asked for the following from Iron Mtn.-Schedule a date/time to pick up the bin, we don't use it -Stop invoicing Fort ***** Integrative medicine on a monthly basis, -Void monthly charges from Sept.-Oct. '24 since that is the initial call into Iron Mtn. to cancel the shredding service.-Provide an updated balance (I show $898) but that includes current balance after being billed monthly without using the service -Of the current balance we are asking Iron Mtn. remove at least 50% of the balance due to the frustration, inconvenience and time trying to resolve this. From that balance we will gladly pay the remainder.They continue to pass the buck to the next cust. ***. **** even though I have emailed their supervisor to get this completed.Their phone system doesn't allow contacting the cust. ***. *** directly, they can only call us. We can't call them.

  Business Response

  Date: 03/31/2025

  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 Advocate Professional
  IRON MOUNTAIN
  Global ****************** Customer Advocacy Center

  
  

• Initial Complaint

  Date:02/25/2025

  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.

  Our company has been with Iron Mountain for over 30 years. Last year we hit a financial hurdle and one of the items to cut was Iron Mountain. After reviewing our options, we decided we could not afford to get out. The fee for them to shred was nearly the same if we pulled our boxes out and picked them up ourselves! We set to begin shredding boxes to reduce our fees over time. We have shredded 240 cubic feet of boxes, but our billing has not changed, we are still being billed for ****** cubic feet of storage. Despite instructing them not to add charges for the lid or box replacements, they continue to do so without prior approval, which they told me was their process. The charges are just added to the bill at random intervals. I have to dispute the charges on each invoice. For the past two years, the contracts have been renewed several months early with a convenient "If we don't hear from you, you will be enrolled in the new pricing" clause. The first year, they sent the information to our old address, the forwarding had expired so we were on the hook. This year, our pricing was set to renew in May, they sent new pricing in February stating it would begin in March. This is problematic when you are trying to shred boxes before the next renewal. The new bundle pricing is based on what we stored there in the past 24 months, not what we currently have stored. This is problematic since we have shredded 240 cubic feet in the past two months. The letter stated to contact my account manager to opt-out. Upon calling today, I was initially given the name of ******* Gulfun but was only offered an email to contact him. When I refused and asked to be transferred to him directly, they told me we did not have an account manager. I asked to speak with a supervisor, I was told there wasn't one available. They created a ticket and said I would receive a response in 48 hours. This is unacceptable, our contract renews on 3-1-25. The case number is: ********.

  Business Response

  Date: 03/04/2025

  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:01/17/2025

  Type:Product 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.

  Iron Mountain provides document shredding service to our company. When I signed up with them in January 2023, I was given a 2-year contract. January 2024, I received a letter stating that my pricing was going to increase. I worked with a **************** representative who told me that our contract pricing was good for 2 years, so we would not be subject to the 2024 price increase. When I was going over invoices at the end of 2024, I realized that Iron Mountain had been billing us at the increased 2024 prices. I asked them for a credit of $1477.07 for the overcharges. This request was on 12/5/24. While they do respond to my email requests, the only response is that they are working on it and need a few more days. It is impossible to reach anyone that can help by phone.

  Business Response

  Date: 01/24/2025

  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: 01/29/2025

  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 # ********. 

  Iron Mountain has continually sent emails stating that they will be looking into a resolution, but after 7 weeks, it is still not completed.

  Regards,

  *****

   

   

  Business Response

  Date: 02/10/2025

  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 through the case with our escalations team.

  
  

  Customer Answer

  Date: 02/10/2025

  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 issue is still unresolved.  I am still waiting for Iron Mountain to issue a refund check for the overages billed in 2024.

  Regards,

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

   

   

  Business Response

  Date: 02/24/2025

  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 through the case with our escalations team.

  
  

  Customer Answer

  Date: 02/25/2025

  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. 

  Again, all this company does is state that they will be looking into the issue, but nothing has been done.  I am still waiting for a refund check almost 3 months after starting my claim with them.

   
  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:01/16/2025

  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.

  I work for Girl Scouts of *************. Girl Scouts has used Iron Mountain for the last 20 years. This past year, 2024, we have been determind to get our account closed because of the high cost of storing files. In August of 24',our last order of destruction was completed. There were no more files left in iron mountains posession. We received our last invoice shortly after. I saw a charge of $198.69 for fuel surcharge. I called to question that charge and how fuel had anything to do with destroying paper files . The total invoice was $5664.82. In my opinion, a rediculous amount of money to destroy 168 files. I refused to pay almost $200 for fuel, when nothing was transported out of the warehouse, it was all destroyed. At the same time of questioning this fuel charge, I requested that our account be closed, being that Iron mountain had no files of ours and we had no plans of sending anymore files to be stored. I was told I couldnt close the account until the fuel charge complaint was settled. I was told that within 48 hours, someone would call me to discuss the matter. Well, its 6 months later, I've called dozens of times, lost my temper on the phone,and have been charged each month continually for storage of no files. I have stressed that this is an urgent matter and that I need to speak with someone that can make decisions and still nothing. I stressed that if they would come to a settlement with me, I can send the balance within a few days. Their customer service is terrible and I am at my wits end with getting no where.

  Business Response

  Date: 01/17/2025

  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:01/07/2025

  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.

  We are the *** store using the shredding service the last 8 yrs. This company has our operating hours. On top of that our store's hours also posted at the front door and our website. I want to file a complaint against their fraudulent practices:1) They charged us fee for non service call 12/2024. They claimed they came outside our business hours.2) They charged us fee for new shredding bin and key. None of this happened. They know very well we don't have key. They do!!!

  Business Response

  Date: 01/08/2025

  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:12/24/2024

  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 took over an office that was using Iron Mountain for their shredding services. I decided to go with another local company. I called to have them pickup their empty bin. They are now charging me almost $500. In the invoice it says shredding services, which they did not do. I have been fighting with them since April 2024. I am at the point where I'm just going to pay; its not like they are going to do anything. Absolutely the worse company to deal with. They don't care about their customers, just making money at the end of the day. Please stay away from them. Attached the invoice below.

  Business Response

  Date: 12/30/2024

  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 Advocate Professional

   

  
  

• Initial Complaint

  Date:12/19/2024

  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.

  Submitted 3 separate destruction orders for cartons stored at Iron Mountain (*****). Their site shows all cartons destroyed. Staff at Iron Mountain has confirmed at least 2 of the 3 orders were destroyed, yet they continue to bill for storage. I have emailed and chatted with customer service multiple times but they continue to maintain destruction in process even though we have been billed in full as of 11/30 for the full ****** cartons to be destroyed. It appears they delay issuance of certificate of destruction to be able to continue to bill for boxes already destroyed. Our December storage bill is $1671.73 too much and they remain unwilling to rectify.

  Business Response

  Date: 12/23/2024

  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.