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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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/09/2024

      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.
      **** ******* Home ******************************* ************ We have been a client of Iron Mountain for years so this is not the first time I have requested destruction of records. This is however the first time they want to continue to charge me for storing the records they have already destroyed. On July 30, 2024, I requested destruction of 42 banker boxes cubic square feet of product, they charge for storage by the square foot, one banker box equals 3.54 cubic square feet). On August 2, 2024, I received a destruction listing, stating that the inventory had been destroyed by Iron Mountain. Prior to the destruction Iron Mountain was charging us for storing csf of product, as of August 2, 2024, this should have dropped by csf to 432 csf. I have received 3 invoices for the storage periods 8/1/24 to 8/31/24, 9/1/24 to 9/30/24 and 10/1/24 to 10/31/24 that does not reflect this change. The charge per cubic square foot is so this amounts to $20159.81 per month (. I have an open case and an open ticket with them asking for them to rectify the situation. I have received a half dozen emails and phone calls, each with a different excuse as to why I am still being billed for this. None of them make any sense. Today I was told the boxes hadn't actually been destroyed yet and that it could take up to 3 months for them to be destroyed, even though they sent me an official certificate of destruction on 8/2/24 AND charged us $20950 on the 8/31/24 invoice for destroying them!!!!

      Business Response

      Date: 12/10/2024

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

      Customer Answer

      Date: 12/19/2024

      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:12/06/2024

      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.
      MULTIPLE ATTEMPTS MADE TO CONTACT IRON MOUNTAIN REGARDING NEEDING THE SERVICE THAT WE PAID FOR. THEY STATE THE ACCOUNT IS ON HOLD DUE TO LACK OF PAYMENT . ALL INVOICES IN PORTAL ARE PAID . THEY ARE STATING THAT IT HAS TO DO WITH INVOICES FROM 2023 BUT CAN NOT PRODUCE THE INVOICES. OUR ACCOUNT REFLECTS THAT WE HAD AUTOPAY FOR A MAJORITY OF 2023 , A LARGE PAYMENT WAS MADE IN MARCH AND AGAIN THIS MONTH CLOSING ALL OPEN INVOICES WITH THIS BUSINESS. STILL THEY REFUSED TO RENDER SERVICES. ASKED ME TO EMAIL OVER ***** OF PAYMENT PROCESSED . EVEN THOUGH IT WAS DONE WITH A DEBIT CARD ON THERE PORTAL I SUBMITTED THE ***** THAT IS ATTACHED ON THIS CLAIM . CALLED AGAIN TODAY WITH NO RESOLUTION . I NEED TO CANCEL MY ACCOUNT WITH THIS BUSINESS AND HAVE THEM PICK UP THE CONTAINER THEY HAVE AT MY OFFICE .

      Business Response

      Date: 12/10/2024

      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.

    • Initial Complaint

      Date:12/04/2024

      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.
      This company lacks integrity in their billing policies and has very poor conflict resolution processes. Please be advised they charge for duplicate services (ie pulling and handling records) when they were already pulled for adjacent projects. Then they charged an extra 5 months of storage fees for records that were ordered for destruction but they took their time completing. When we disputed the duplicate charges they had no response except those are our fees while at the same time saying they would advocate to reduce fees if we promise to bring them more of our business and then tried to rush us into a new multi year contract. To add insult to injury they are now charging us exorbitant late fees for the bill we are still disputing and much of the length of the dispute process is their delay in responses and individuals in their company who clearly do not talk to eachother. Please be advised they will charge for every single thing even if it makes no sense and since our records are under their roof, if we move to another company they will charge us an armload just to retrieve them for us. Their rates are easily 5x those of their competitors and they treat us like dirt.They are beyond dismissive of any concerns and continue to charge unreasonable amounts for very basic services. Unfortunately my company has many records that have been stored there for many years and getting this straightened out has been a nightmare. They have made a fortune off of us and when we started destroying very old records they became ridiculous on project fees and asking if we will be sending more records. Im guessing they dont want to lose our business because they know their fees are way out of line.

      Business Response

      Date: 12/09/2024

      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 Answer

      Date: 12/09/2024

       

      This company uses this same canned response to every single complaint- It remains to be seen if they actually attempt to resolve and since there are so many similar complaints about this company all over the country, if they took these seriously they would correct what is causing the problem in the first place.

       

      I see a major class action suit in their future.

      *****

       

       

      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:12/04/2024

      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.
      This year, we added two shipments of boxes to our inventory at Iron Mountain. One was a shipment of 61 boxes and the other was around 150 boxes. At $8.75 per box, I would expect a bill of $1,846 for the receipt and shelving of the boxes.Instead, my invoices are over $46,000 more than normal, due to IM charges. There are ****** IM charges and I dont know what they are for. I have filed 2 complaints with Iron Mountain asking them to cease whatever activity is incurring these charges. I never received a meaningful explanation of what these charges were for. I filed a 3rd complaint asking for an explanation for these egregious charges and did not receive any call, but a note saying that all of my billing is correct.I do not know how I could send 211 boxes and get charged $46,000 for it. We never received any communication saying why we were charged for this.

      Business Response

      Date: 12/05/2024

      Hi Van,
      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:11/05/2024

      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.
      They never came to pick up my shred, I'm moving and can't take it with me. Everyone is lying

      Business Response

      Date: 11/07/2024


      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. 

    • Initial Complaint

      Date:10/22/2024

      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.
      We have been a client of Iron Mountain for years so this is not the first time I have requested destruction of records. This is however the first time they want to continue to charge me for storing the records they have already destroyed. On July 30, 2024, I requested destruction of 42 banker boxes (***** cubic square feet of product, they charge for storage by the square foot, one banker box equals 3.54 cubic square feet). On August 2, 2024, I received a destruction listing, stating that the inventory had been destroyed by Iron Mountain. Prior to the destruction Iron Mountain was charging us for storing ***** csf of product, as of August 2, 2024, this should have dropped by ***** csf to 432 csf. I have received 3 invoices for the storage periods 8/1/24 to 8/31/24, 9/1/24 to 9/30/24 and 10/1/24 to 10/31/24 that does not reflect this change. The charge per cubic square foot is ***** so this amounts to $159.81 per month (***** csf x *****). I have an open case and an open ticket with them asking for them to rectify the situation. I have received a half dozen emails and phone calls, each with a different excuse as to why I am still being billed for this. None of them make any sense. Today I was told the boxes hadn't actually been destroyed yet and that it could take up to 3 months for them to be destroyed, even though they sent me an official certificate of destruction on 8/2/24 AND charged us $950 on the 8/31/24 invoice for destroying them!!!!

      Business Response

      Date: 10/24/2024

      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. 

    • Initial Complaint

      Date:10/07/2024

      Type:Billing 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.
      Iron Mountain (IM) has overcharged invoices for the past 4 months and not complying with the latest contract pricing terms. Contract/customer is *****. ** Destruction of ****** cu' (order #********) was approved 7/10/2024. IM continued to charge for storage of those records after 75 days. Credit due ($1,951.31). See Dispute case #********.2) Per contract effective 7/1/2024, IM can no longer charge for admin fees if minimum storage met. $84.95 Admin fee has been charged on account July-Oct.. Credit due ($339.80). See Dispute case #********. Contract attached with highlighted references.3) Late fee erroneously charged on most recent invoice #JVDC527. The previous invoice JSND653 dated 9/1/2024 for $2,573.22 was paid on 9/5/2024 via ck #***** and cleared on 9/12/2024. Due date was 9/30/2024. Credit due ($40.09). Cleared check ************** credit due for all issues is ($2,331.20).

      Business Response

      Date: 10/09/2024

      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 Answer

      Date: 10/09/2024

      Better Business Bureau:

      I have reviewed the response submitted by the business and look forward to having my issues and/or concerns in reference to complaint #******** resolved.

      Regards,

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

    • Initial Complaint

      Date:10/01/2024

      Type:Delivery 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.
      We signed an agreement for shredding services. This company was supposed to come to my business and pick up shredding on Friday, September 27th. They never showed up. They wanted to reschedule but we declined. It was difficult to get the appointment with them and I had trouble getting their attention before they did not show up. I asked for them to delete our account. Today I received an invoice for $519 for "service". When I reached out to try and get this cancelled since they did not provide any service, my requests have been ignored and responded to only with another copy of the invoice. I do not have reliable contact information to resolve this issue. All of my calls and emails go unanswered.

      Business Response

      Date: 10/02/2024

      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 Answer

      Date: 10/07/2024

      [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,

      ****** Des Enfants

    • Initial Complaint

      Date:09/04/2024

      Type:Order 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.
      Started with a contract for $105/mo ended up charging me over $200/mo. I waited until the end of my contract, gave them the required thirty days notice and they are still charging me $911 to remove the bins. They are a total ripoff.

      Business Response

      Date: 09/05/2024

      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:09/03/2024

      Type:Order 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 own a small tax preparation service and need secure document destruction services. I contracted with Iron Mountain to get 1 console style bin and request pickup of documents every three months. I agreed to automatic debit of the fees.My fees the first year of the contract were $387.50.My fees the second year of contract were $763.01.My fees so far this third year of contract have been $768.61 plus an early termination fee of $772.15 Despite repeatedly calling the company after repeatedly finding notes on my door that they were unable to complete service, they continued to attempt pickup before I open in the morning.I tried to terminate service in May of this year and was told I would owe an early termination fee of $763.68. I could not afford this, so did not terminate.The third invoice this year is more than quadrupled from my first invoice under this contract.I have agreed to an even higher termination fee than I was quoted 3 months ago that I still cannot afford because I also cannot afford to keep doing business with this company.I do not expect a full refund, but humbly request some financial relief. My small business has been hurt by these fees.

      Business Response

      Date: 09/04/2024

      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. 

    Iron Mountain is NOT a BBB Accredited Business.

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