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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

    • 160 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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    • Initial Complaint

      Date:05/03/2022

      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 contacted Iron Mountain February 24, 2022, March 4th & March 23rd to permanently destroy all boxes and close our account. No reply!! I added a "read receipt" to each email chain and they were all read the same day. April 6th I emailed again, I FINALLY receive an email back April 7th asking me what id like to do with the boxes. I replied the same day that we'd like to DESTROY and CLOSE the account. April 8th I received a Destruction Waiver to sign. I signed and returned April 11th, 2022. I advised that we were not going to pay the April ******* as we started this process in February and the account shouldn't even exist. FINALLY a reply on April 20th with a "draft" invoice for $4,941.85 to destroy 121 boxes. I questioned the "transportation handling" of $1,109.92. They replied April 27th stating they had to drive the boxes to a facility to destroy. I approved and asked to proceed. They now need to "create" an actual invoice and did ask us to pay in full in order for them to proceed. Emailed again April 28th to confirm, still no reply! So then I emailed again April 28th asking for the cost of us picking up all the boxes, no transportation Handling ($1,109.92) no shredding fee ($1,625.40). No reply as of today May 3rd. I decided to do a permanent withdrawal and we will pick up the boxes. Its a small step to get rid of this account. I called customer service to see if they could give us a quote without the 2 fees... NOPE! Because its with the "Account Closure" team she couldn't do anything for me. I asked to be transferred to them she advised they do not take calls and its email only. Meanwhile they wont email me back. I did a permanent withdrawal for all of our boxes, however 4 show up as at "iron mountain" but unable with withdraw. We just want this account closed and nothing to do with Iron Mountain ever again

      Business Response

      Date: 05/04/2022

      *********************,


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

       

      Sincerely,

      Iron Mountain


    Iron Mountain is NOT a BBB Accredited Business.

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