Iron Mountain
Reviews and Complaints

I can't even believe this organization is still in business with the amount of complaints on this platform as well as ***. My company has used IM storage services for over 25 years. I contacted IM and was assigned a case number on 6/30. I have received no service or the "cost to close account quote". I have called multiple times to obtain service and have been promised by Valerie F, I would recieve an email, which I never received. I have since been calling and asked for a manager, I was told a Krystal (supervisor/manager) would be calling me, today is 8/3. I have heard nothing from this company. Meanwhile they seem to have no trouble sending us invoices! I would never recommend this company. Businesses beware! Use *** a better run organization.

WORST experience I've ever had with a company. You will never be able to reach an actual live human being. They will fail to send you invoices for months on end and then claim that you are late and owe fees. We would have to contact them multiple times in order to get the invoices sent over so we could make a payment. When it came time to cancel their services due to the atrocious customer service, we were once again *** around and charged for random miscellaneous fees. The worst of them all being that they didn't show up on the scheduled day to pickup their bin (their fault) and then proceeded to charge us for a separate pickup fee. We finally decided it wasn't worth the fight and paid what we were told was our final balance. 5 months later we have been sent another ***. *** AWAY!"

Iron Mountain support lacks any customer care. I've been a customer for over five years, and when I chose to end my relationship because of the continued cost increase and the decrease in service, I have treated extremely poorly. It has taken over two months to get them to terminate my account. They had charged me for two months of service when I no longer had the cabinets nor wanted the service. I have spent more than 10 hours on the phone, and to date, I have been charged more than $315 for a service I terminated months ago. I have been told that the mistake in billing will be taken care of, but all I get is a termination of my request for a refund. A poorly run company at best, but customer service is by far the worst I have ever seen. Don't get anywhere near this company unless you want to be taken for a ride.

The worst company to do business with. Never ever experienced such a tardy organization and careless when it comes to customer service in my career. Not at all competitive with market rates and extremely unfair business contracts. We closed our account at Iron Mountain and it has been more than a month we have received NO RESPONSE from their account closure team or from our account manager. DO NOT USE Iron mountain. NOT AT ALL RECOMMENDED. You will receive timely notifications of even a day delay in payment or you will receive calls from their collection team, however, when you need something from them they go *** A good strategy to collect a consistent monthly revenue is to go *** for Iron Mountain. Either way, there are other companies in the similar space out in the market with professionalism, quicker response, and rates that align with the market.

Iron mountain has been absolutely horrible to deal with while trying to close our account and retrieve our companies boxes. We have gone back and forth no less than 11 times now, with different associates calling/emailing asking if we want to shred our items. We in writing say no, and ask to have them sent back to us, only to get redirected to someone who says they are preparing a final invoice with no detail on how to retrieve our filesfollowed up by another associate then emailing or calling us a few days later to ask if we want to schedule a shredand the cycle starts all over. Despite appeals to the supervisor for help and even with the supervisors assurances that we will get this resolvedthis cycle has not broke now for over two months! This is complete insanity. I have never even written a review on Complaintsboard.com but this is the only thing I can think of to do at this point while this cycle plays out. Stay tuned.

Iron Mountain is extremely difficult to work with. Hope you never need help or God forbid you want to cancel your account, they double charge for closing your account. Here is my specific example:For 50 "bankers boxes" in storage they want to charge a $436 retrieval fee + $695 permanent withdrawal fee. Add on to that the remaining 6 months on the contract, it will cost just short of $3,000 to close the account.This double charging is part of their business model and has successfully been challenged in court, just not in my state: https://caselaw.findlaw.com/ne-supreme-court/1031935.html I should also mention, none of this has been a fast process, it's been 45+ days trying to close the account without challenging anything. We just want to be done but we are stuck in an endless loop of emails (there is no direct number to call, if you try to call be prepared to be on hold for 90+ minutes).Basically, stay away from the company, they are horrible.

If I could give Iron Mountain a ZERO I would, but sadly that's not an option. We have been trying to cancel our account for, no joke, 6 months. They LOST 30 (YES 30) of our boxes, and then proceeded to continue to try and bill us for storing the boxes they told us THEY LOST. We've gone through 5 managers in the 6 months since we tried to cancel who always are on vacation, or say they will call back and then never do. Then finally thought we had it all sorted out after literally HOURS of my employee's time trying to sort this out, and then we just got another random bill for storage for the month of May . I cannot warn people enough how terrible this company is. Terrible service, absolutely no safety for your storage materials, no expertise, and general incompetence across the board. Not only will I not pay any random bills they decide on a whim that we owe, they surely owe my company a few thousand dollars for the time spent trying to cancel our account.

I was just waiting for my turn for over 15 minutes to speak with someone and I got Fred at Iron Mountain. I had a few questions about retrieving my business's boxes and he said it sounded like I wanted to terminate our relationship, but all my boxes in storage are really old and unnecessary at this point. So he hung up on me right after he said that to me. Didn't say good by didn't forward me to another person to talk about what I wanted to do with the boxes. Just hung up the phone. This is after I waited over 15 minutes to just talk to someone. This has happened before to our Secretary in the office. You can never reach them and then they just hang up on you. It is the worse customer service I have ever worked with and these are confidential files and I really don't trust them at all anymore. I would not ever refer this company to any business. This bad service has been going on for at least 3 years. And I don't remember them being so bad before that. They do not deserve any stars!

I requested removal of a shredding console on OUR REGULAR pick up date. I was not told there would be huge charges to remove a console that we were no longer using. When I received our invoice I was fine with the $15.00 Container pick up fee. I was not fine with the charges for an "on-call" offsite shred, trip or the "on-call, offsite shred , sec Console fee" since no extra trip was requested and they were talking away a console that was at our office. After three calls (which always include a long hold time, this still is not resolved). After the second call, the *** went up higher even though the customer service agent agree no extra trip was made. On the third call they started adding a minimum order fee for removing the console which I requested on our regular trip. Our most recent fee schedule does not include a line for a "minimum order fee" just a minimum service fee. Since this removal happened at our regular service this seems absolutely insane and like price gouging. No stars for dealing with Iron Mountain.

This company has gone very downhill lately. My company is on a 2 week contract for over 15 offices around the state. Pickups are consistently missed with either horrible explanations most of the time. One time I was told "Oh the tech just didnt show up for work and he is the only one who services your zip code so we just didnt come out," another time, I was told that our pickup date was Monday(which was a holiday) so they skipped our pickup until 2 weeks later instead of rescheduling for the next day. You have to call them to motivate them to show up to do their job EVERY 2 WEEKS. The last time I spoke to *** who has no idea what she is doing and could not even pull up the account for 25 minutes! Hold times are no less than 30 minutes each time to get no explanation on the NO SHOW and to just have them send someone out asap with no regard for the fact that they are billing us for a service and not completing their responsibilities. If it were up to me, we would go to a competitor. DO NOT USE THIS COMPANY unless you want to babysit them to make sure they do their job.

IronMountain is the worst company I ever dealt with. I am trying to cancel my account now for 2 months. The only "authorized" person to do that they say is a person that no longer works here. They keep coming and the person checking the empty bins tells me he will come coming here and charge me until the bins are gone and account canceled. I exchanged several emails with this company. They sent me a list of items they want like signed letter on company leatherhead by "authorized" person that no longer is here that we are canceling the account. I will not forge a signature. I am the General Manager here and I do not use their services for a year now, since I got here. I will not pay, you can *** our company, corporate lawyers are standing by. I have emails sent that we canceled the account. PICK UP YOUR BINS. If I was not a nice person, I would throw those bins out in front of the building, but that is not how I do business. I DO NOT NEED AND AT THIS POINT EVEN IF I NEEDED THIS TYPE OF SERVICE, I WOULD NOT DO IT WITH IRONMOUNTAIN. You should rename your company to MountOfDump.

I am so completely unhappy with Iron Mountain! My company has had records stored since ***- we no longer have an Account Rep to ask questions or go to directly for support. You guys raise our rates which seems like every 6 months and do this without notifying us. Your customer service line is an absolute joke, no one calls back in the "*** hour" timeline and your customer service team has nothing better to say when there's an issue other than "I'm sorry Ma'am this is all I can do". Ive heard the spiels, expedited, emailing destruction, call you back, all just words to make the customer feel like youre accomplishing something when in reality you do not. I have literally been working on straightening out our IM mess since February! And for *** sake GIVE CUSTOMER SERVICE REPS A PHONE NUMBER TO YOUR DESTRUCTION DEPARTMENT. Pretty stone age that one department cant communicate with another. Calling it a NIGHTMARE to deal with you guys is me being nice. We are taking our ***+ boxes and leaving, after you charge us the ridiculous fees of course. I will be posting on every public media outlet possible to warn potential customers of how gut wrenching it is to do business with Iron Mountain. SOMETHING NEEDS TO CHANGE!

This is a pass-the-buck company whose customer service could be called laughable if it werent so infuriating.We have been trying to destroy files upon the closing of our office for months. Iron Mountain took nearly two months to respond to our initial document destruction request, and by that time two of the partners had left the firm. The cost to destroy was much higher than anticipatedI would go so far as to say exorbitantand when we tried to reach customer service, we spent 1-2 hours on hold during EACH phone call, only to get the runaround about them creating tickets etc. etc. This is convenient for them, since the storage fees keep adding up! I finally got the name of a supervisor after three phone calls and he gave me his assurance that we would get some credit back for their negligence in addressing our destruction request and hed be our point of contact going forward. Subsequently, he never answered any of my calls nor did he reply to my voice messages. When I called today, I was told that there was no one listed on our account as a service person, although I had gotten his assurance that hed be our point of contact. He also promised that we would receive credit back for the two months that they wasted by not responding to our destruction request. However, now they refuse to discuss our case until we pay our outstanding balance!This is the most unprofessional, frustrating company Ive ever had the misfortune of working with.

Background: In February our firm requested to have our stored materials (48 total boxes) destroyed and to have our account closed. We received a "Final Destruction Listing" email on 3/29 stating that our materials had been destroyed.Subsequent to that 3/29 email, we received an invoice not only for the destruction of our material (which is a legitimate charge) but also for another month of storage of our boxes, which according to Iron Mountain's 3/29 email no longer existed (which is not a legitimate charge). We called (numerous times) and disputed the additional storage fee but agreed to pay the destruction costs. Iron Mountain assured us that they'd issue a revised invoice with the storage charge removed. Not only did Iron Mountain NOT issue a revised invoice, they have now issued a *** invoice with a "service" charge added to it (for an amount in excess of what our monthly storage charge ever was). Keep in mind, it is now May 12th and according to Iron Mountain our boxes were destroyed 6 weeks ago. And on top of that, Iron Mountain rendered our account closure request "inactive" because we refused to pay an incorrect invoice that included costs to which Iron Mountain is not entitled.This is at best shoddy accounting, or outright fraud at worst. I don't presume to know which but Iron Mountain seems content to keep adding illegitimate charges until we just give up and pay them. Our firm does not give away money to which vendors are not entitled. I relayed the details of this experience up to our corporate *** and will discourage all of our branch offices as well as other firms in our industry to avoid Iron Mountain at all costs. Iron Mountain is either incompetent or unscrupulous. Either way, they are not a vendor worthy of our firm's continued business.

Why do I have to give Iron Mountain a star - they get no stars. I have worked for a gentleman that has paid for storage for many, many years. At least more than 13 years. He passed away and I have been working with Iron Mountain since May 4th to gain access to the boxes in storage for his wife. There are 52 boxes in PA and 50 boxes in . I asked that all boxes be brought to a facility in *** so that we can go through the boxes and decide what to keep and what to destroy. I was told that they would move the boxes to one local *** facility and then when I was ready to look at the boxes, they would move them to *** (the facility where customers can look at the contents). Two days ago I called and spoke with someone at Iron Mountain and he said that I would get a call back in 24 hours. No call! Surprise! I called and spoke with a woman today (C...). She said that I did not respond to their request for information on May 6th and so that is why no one got back to me. I told her that I replied to Iron Mountain with an excel spreadsheet as they requested with a list of boxes (which was all of them) that we wanted move to . They wouldn't just blanket move "all" of them. I insisted on speaking with a supervisor. I waited on hold and C... finally came back on the line and said that because no one at Iron Mountain followed up with my request in May, the case was closed. Dropped! I said, so it wasn't that you didn't get the information from me? but that Iron Mountain didn't follow up. C... said "yes". She said that they got the information from me that they requested and that no one followed up and so - uh they just closed the case. Now, a new case number has been created and I will get a call in 24-48 hours. I don't believe it. It's just lingo that they give their customer service agents to get another day and another month/s of storage fees. I AM FURIOUS! I need to book a trip in Aug. to go to *** to handle this and they have dropped the ball and *** about it.

Iron Mountain secure shredding services is the absolute worst company I have ever dealt with. Whatever simple thing is needed -- you name it -- it will be a complete disaster. *** SERVICE. *** WHAT *** NEED, *** ON *** CAN*** HELP ***. ***Y'LL *** THAT ***Y'LL "*** IN A REQUEST" OR "*** MANAGEMENT" OR WHATEVER *** MAY BE AND ***N ***'LL *** HEAR BACK FROM SOMEONE WITHIN 10 *** OR SOMETIMES 24 ***. WHATEVER *** ARE *** DOESN'T *** BECAUSE NO ONE EVER CALLS *** BACK. WHEN *** CALL ***, ***'LL *** SOMEONE AFTER HOLDING FOR 15 *** DOESN'T SPEAK ENGLISH *** AND ***Y'LL *** THAT ***Y SEE NO RECORD OF *** CALL BACK. The most recent example: Our *** is moving and we are cleaning out thousands of sheets of paper from old medical charts. We set up an extra pick-up with Iron Mountain. The pick-up day arrived and we were an hour from closing when I called the company to find out where they were. They had no record of the scheduled pick up even though I had an email with a screen shot confirming the appointment. I tried to reschedule and was told that the lady on the phone couldn't do the rescheduling but she would put in a request and someone would get back to me on Monday. Monday came and went and no one called. I called them again and was told that a pick up was scheduled for Wednesday which is not what was agreed upon but I was happy to hear that we had a pickup at least. Wednesday came and went and no-one came for pick up. We were told that many people called the dispatchers and they weren't answering their phones or returning their calls. At this point we were swimming in over 50 boxes of shredding. No one responded to the message I sent online. I tried to cancel service and was told that an email would be sent to request this cancellation and someone will call us within 10 days. I AM *** that no one will call us so now we are stuck being billed by a completely worthless business that cannot run their business.

I filed a request to permanently send back files to our office and destruct the remaining files onsite in early May 2022. We have tried several times to email and call several contacts at Iron Mountain to follow up with no responses. It's nearly impossible to get someone to answer the phone. When we do get a response and we send whatever information they require, then there will be weeks without a reply. The have provided us invoices with the wrong rates, giving us the run around, every time we get a hold of someone they state that the case has been closed and we have to re-explain the situation all over again. In the meanwhile, we are continually billed every month that our boxes remain in storage because of all of this stalling for over 5 months. In this whole situation, they billed us twice for sending the files back to us - overcharging us over $2,000 for which we are still awaiting credit on. This situation is costing us so much time and resources and it is so frustrating - we are only asking for a simple request. We confirmed the boxes to be destructed several times. We simply want:1. Destruct the remaining files on site 2. Return our money for overcharges of over $2,000 3. Stop charging us for storage costs and reverse the last 3 storage invoices sent to us (Jul - Sept)4. Close our account Case ID for *** Destruction Request Case ID for *** Account Closure Case ID for *** Survey *** Contacts: ***, *** Account Closure, ***, Executive Escalations/Customer Advocacy Associate

Our law firm has an account with IRON MOUNTAIN for physical file storage and services, which was assigned to us from another law firm upon transfer of its business. The term of the service agreement is one year ending end of November with auto renewal if no notice to terminate. We contacted IRON MOUNTAIN in August 2022 to terminate the service. Due to our past experiences with them, we understood that there might be some delay; therefore, we contacted several times after that and still did not obtain any respond until November, 2022 at which time, they said it was too late to terminate the service in 2022. After numerous emails and phone calls discussions and complaints, paid extra service fees up to January, 2022 and paid for all other fees for retrieval, permanent withdraw and delivery to the address we provided for account closure, we finally obtained confirmation that the account had been closed and we could pick up the files when notified (but we paid for the delivery and provided address for such delivery). In the last email sent to us by *** a staff at Customer Loyalty and Support, confirmed that A different loyalist will follow up with you with the pickup date and the final email that the account is closed if any questions feel free to reach out. However, since this email sent to us on March 8, 2022, we have not received any follow up and continue receive invoices and notice for us to pay more fees. I had followed up many many times, but no respond at all. This is very frustrating and outrageous, we will need those files for our normal operation and the multiple delays and non-responding will cause both reputational and financial damages to our business.

Dear Sir or Madam,I've been attempting to close our Iron Mountain account since January 2022 when our company cleared out the storage locker where we'd been maintaining offsite storage of materials. We visited the locker in January 2022 and cleared out the materials we intended to keep and put in an order to have the remaining materials destroyed. The materials were destroyed and then we requested the closure of our account since we would no longer be utilizing Iron Mountain's storage services.However, we have repeatedly reached out to Iron Mountain's support staff over the last four months and been unable to get confirmation that our account has been closed. In fact, we have received monthly invoices charging us for storage that we've not used since January 2022. Our latest invoice now shows that we have an outstanding balance of over $1200.I've spoken to another Iron Mountain representative today who looked at our inquiries regarding account closure and disputing the invoice charges. The person I spoke to indicated that our account closure was initiated on February 18, 2022; but it is still pending action at this point in time. And our dispute for the invoices was initiated last week.My company would like Iron Mountain to complete the account termination request that was initiated in February. And we'd like to dispute any charges for the account that cover time after we cleared out the stored materials in January. I've attached our latest invoice and a copy of the *** that covers the inventory and destruction of materials that we left after clearing out any remaining materials.Let me know if you have any questions.Respectfully

As a pandemic project in April , I started withdrawing and sorting through archival boxes from Iron Mountain, which a production company had entrusted them with for safekeeping. During the process, it became clear that they couldn't locate several of the boxes. I received the last of the production company'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 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 Mountain's headquarters asking what the standard procedure is in such cases and whether they could make an insurance claim and cancel any balance we might owe them - I received no response to this letter or its follow-up. Each month they continued to bill us for the now-empty space from which I had removed all the hundreds of boxes, 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 bill. In May this year, we finally got allocated a Client Manager. I spoke to him immediately and followed it up with paperwork, and now, unsurprisingly, he no longer works for the company. Judging by the other comments on this website, it's the same old story; there is no accountability or resolution from 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.

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.

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

I am one of the many many astonished and frustrated clients of Iron Mountain storage. My storage ended up there when the original company I used was bought by Iron Mountain. I have never received a contract from Iron Mountain yet they have increased their monthly fees every year and sometimes every six months from $150 to $200 to $280 to my most recent bill for $381.00. I have been given the runaround for close to year trying to retrieve my boxes and close my account. I was quoted a fee of over $2,200 to close my account. I was appalled -- since when do I pay a storage company to close my account? I offered to pick up all the boxes myself in a u-haul. That made no difference. I put up such a stink that four months later -- four months that included a fee increase -- I was given an estimate of $1,400 dollars. I asked for an itemization of the fees and was sent an incredible list of basic tasks that it seems to me would have been covered by the thousands of dollars I have paid them over the years. This list included making sure the boxes were on the shelves, putting the boxes on a conveyer belts, making sure boxes were properly closed. There were "administrative costs" that, again, seem as though they should be built into the "cost of doing business." I have emails from different individuals all saying, "Someone will be in touch within 7 business days" and "Someone will call you to discuss." Neither has happened. I have filed a complaint with both the *** and *** bureau because Iron Mountain is basically holding my storage hostage. I want to get my boxes out -- I will do it myself! Just explain why I have to pay YOU to do what should be included in the thousands of dollars I have already paid. I agree with every other single person on this site - Iron Mountain is an evil, mismanaged and greedy company with no regard for their consumers.

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! !

We had Iron Mtn to deal with our Shredding waste. After our contract was up, a delivery guy asked one of our agents to sign for a pick up. The delivery guy lied and had one of our agents (non management) sign a contract renewal that auto-renewed. I have tried more than twenty times to call and email iron mountain to tell them the contract is not valid. After 50-75 minutes on hold, I speak to a representative overseas. I tell them the issues and nothing every happens. In addition, Iron Mountain Grossly raised our rates. I keep trying to cancel but they won't let us. Iron Mountain has missed our last two deliveries. We have called in and they eventually come but then they charge us as an extra pick up! It is not an extra pick up. I tried to tell the delivery guy to cancel but he wouldn't let us and told me I needed to contact corporate. I made him call his manager while he was here to get contact information for his manager since I couldn't find any contact info. He put his phone on speaker and called Jennie Cencer. I heard her tell him to give me her email. The shredding service guy wrote the email down exactly as she told him, I could hear since phone was on speaker. I then went back to my office to email her to cancel service. The email was a fake and NOT valid. Jennie purposely gave me the wrong email. I looked her up online and after searching for a while I finally found her email. After multiple emails over multiple days, she finally responded back that she forwarded my email to customer care. Customer care has been equally HORRIBLE. They won't let me cancel and refuse to issue credit for the Extra charges since they said we asked for additional pick ups. We did NOT ask for additional pick ups, they forgot about us and we had to call to remind them. They are so incredibly hard to deal with and are obviously trying to take advantage of their customers. PLEASE help us get rid of Iron Mountain and their deceitful business practices! Please!

My company, ***, has about 492 boxes of medical documents in storage with Iron Mountain which we have been seeking to withdrawal and close our account for over 6 months. On 12/10 I contacted an account rep to discuss our fees, which had doubled in 5 years, as well as consistently missed shred pickups. I was told I would be offered a new contract at half the current price, to "fit my needs better". That offer never came so I requested our stats and and a new contract offer in response to Iron Mountains contract violations on 12/14. I emailed 4 times requesting a call back with no response. I called to say how unhappy I was and that I needed someone to resolve these issues or I would be closing my account. On 1/5/22 I got an email from Account Closure, requesting information to close my account. In response, I requested a call back. When none came, I communicated by email on 1/10/22 that their lack of response to my request to review my contract and its violations, was a violation of the dispute resolution clause, and that if I did not get a response by 1/28/22, Our contract would be dissolved. I was emailed saying someone would contact me on 1/10 and 1/11, but no one did. On 2/22/22 after a couple phone calls to try to figure out why no one was responding to me, I got a withdrawal price list from the closure team charging me $6,865.20 to prepare my document for pickup, $4,696.96 for the remainder of my contract (which no longer existed), and $1,552.10 for past due invoices accumulated while fruitlessly waiting for responses from them ($13, 635.14). Obviously, I responded that it was unfair and while Iron Mountain did lowered their offer, what I really wanted was a phone call to discuss everything and come to a fair resolution. So I requested exactly that on 3/29, 4/14, 4/29, and 5/3/22 with no response at all. After more than 6 months I am now in collections, having never received a single call to address any of my concerns.

I own a medical practice and serve as a primary care physician in a city in the United States. I previously used a local medical records storage service, which was taken over by Iron Mountain in 2019. Since the acquisition, the cost for storage and record retrieval has significantly increased. I've been informed of a delinquent balance of $1,284.17, which was unexpected as I hadn't received any invoices or agreed to a rate hike or new contract. Efforts to obtain our original contract have been futile, as Iron Mountain claims they can't find it, and I doubt we ever received one post-acquisition. My attempts to resolve this through customer service have been unsuccessful, and I've been sent a 'new' contract to sign, which I refuse to do without a resolution. I've sought help from Complaintsboard.com, the local Office of Consumer Affairs, the Massachusetts Attorney General, and a personal lawyer. As a small office with limited staff, we need consumer protections, especially since the records in question are sensitive patient medical records protected under HIPAA/HITECH regulations.

Account closure with Iron Mountain: An initial request was sent to the company on Jun 7 to obtain a quote to close our account. Jun 14 I was given a quote from customer service on how much it would cost to permanently withdraw all of our boxes and to close the account. When I received the quote, I was told there may be some additional fees associated but the file had to be transferred to the closure department to clarify that. The case was then passed to the loyalty department who I spoke to on Jun 20 to confirm the closure and then the case was passed on to the account closure department. Over the next few weeks I had called a couple times for an update and got it's in progress, we will let the rep assigned to your case know you are looking for an update. I heard nothing until Jul 15 when I received an automated email saying it's in progress and they will contact me within 72 hours. Again, I heard nothing until Jul 20 and received an automated email saying they would contact me within 72 hours. After this email I had tried to call multiple times with no luck in connecting with the agent assigned to our case. Starting on Aug 17 I made attempts to get an update through phone, online chat and FINALLY got a response Aug 18 from the agent. I was then told my initial quote was not valid since it had been more than 30 days and had to obtain a new account closure quote. I had stressed multiple times I wanted our account closed asap and still did not receive the new quote until Sept 2. The second quote I got was almost double in price as the first! Since I put in my first request (during the delay in response), our contract autorenewed, leaving us on the hook for 11 months of fees to pay out and a new pricing schedule issued effective September 1 making a big difference. This also would be the second price increase since Jan 1, 2022. If this was handled in a timely manner it would have been closed prior to renewal. I have requested to speak to management 3 times and have yet to be contacted.

I signed up with Iron Mountain back in February for both record storage and pathology storage which came with free shredding services. From the very beginning my account was not set up as promised. I was told I would be able to see the labels of all my boxes on our portal but was only able to see a tracking ID. After about 2 years we requested a pathology box that was labeled with a specific date. Iron Mountain was never able to find that box and they started sending me all our paper files without authorization. When they arrived with a huge amount of paper files, I sent them away as it was never requested. They then turned around and charged me for every file they sent regardless of what was requested. Once this happened, I decided I no longer wanted to remain with their company. I started begging to buy out of my contract so I could move to a more reputable company. This took over 6 months! I kept being promised that my cancelation request was getting processed but a month or two would go by in between the communication with my specialist. After almost 8 months, I finally got out of my storage contract but of course they refused to even drop our boxes back off to us after charging an incredibly high retrieval price. I was so relieved to finally be out of our storage contract to find that they never started the cancelation process for our shred services. It has now been over 2 months and still no progress made. However, I am still receiving bills from their storage side along with the shred side. This company has no communication, no follow through and continues to drop the ball every chance they get. I also have failed to mention all the times the shred team had "no showed" my shred appointments and stated on their records that we were closed and no one was present to let them in. Each time that was documented, we were open and staff here present on site. Too many lies to keep up with. Overall horrible experience with a horrible company. Account #

we are an accounting firm. *** and adasko PC has used iron mountain to store client files since at least the 1980's. we want to have our files destroyed. we requested a quote to destroy all files in early October . in late October, we received a quote of approximately $59,000. we requested a conversation with *** to discuss the quote. we sent daily e mails and finally on November 13, *** sends an e mail apologizing for the delayed response and provided me with a telephone number and promised to call me on the next business day. The telephone number provided was a non working number and she never called me. we continued to e mail daily. i tried to get an employee from iron mountain who had contacted me about other matters to intercede and was told i needed to work with their customer loyalty and support specialist. Finally on December 10, we heard from iron mountain. i reached out to *** on December 13th. the first call he asked me to call back. i called immediately and went into voice mail. later called and it was not answered. we engaged an attorney who was able to speak to *** and after approximately 1.5 weeks, *** informed our attorney that the quote would not change. I have left a voice mail for *** two weeks ago on friday. His voice mail has been full since. We have requested a copy of our contract since October. We now are ready to engage another company to retrieve and destroy our files, unfortunately we do not know where our files are or how to make arrangements for them to get to the files. Our Attorney tried *** again today and his voice mail is still full and she tried the data center and *** would not speak to her and hung up on her.We just want to make arrangements to have another company retrieve the files and destroy them for us and unfortunately we get no cooperation from Iron Mountain to be able to effectuate this.Please call me at

Please see below for a summary of my experience with MakeSpace (a company owned by Iron Mountain) and damage to items that happened during storage and retrieval over the course of six months (June - December ). The sheer volume of damage done is incredible and totals nearly $8,000 (for a 1BR apartment of furniture - so nearly every major item was damaged). The negligence and disregard with which MakeSpace and its employees has acted throughout my experience is inexcusable. === Communication In advance of my appointment on 12/19, I exchanged several emails with a member of MakeSpace's customer service team in an effort to make sure I was clear on the pick-up process. At 10:15a the day before my appointment, I received an email stating that unless I responded by 4:30p that same day, all of my items would be unwrapped and the bins left behind. This was sent despite multiple emails resolving that matter prior. The fact that an issue as urgent as that was not addressed via phone is ridiculous and demonstrates that rather than problem-solving, the approach was simply to create a paper trail so that MakeSpace could not be blamed. Within that same email chain, I confirmed that I would not be bringing movers and would need the warehouse team to assist placing the heavier items on the truck and that I would handle positioning and "packing" them. On my way to the appointment on the morning of the 19th, I had doubts that anything had been relayed to the warehouse team so I called to follow-up and confirmed that in fact, no one had bothered to coordinate with operations - which led to a stressful and last minute scramble. Missing Items Upon arriving at the warehouse, I was brought to the loading dock area where several other piles of belongings were included alongside mine, making it impossible to know which items were mine and which belonged to someone else. The employee assigned to serve as my main point person was absent for most of the appointment and was not present when the other team members told me I was cleared to leave. After pulling away and driving 10min down the road, I received a call letting me know that one bin still remained at the warehouse and that we'd have to turn around to retrieve it. When I arrived back, the main point person let me know that the bin had been separated from my other belongings and he had been off looking for it for the better part of my appointment. I asked him to confirm that all other items had been accounted for from the inventory list and he assured me that was the case. Not surprising, when I arrived home (a 3hr drive from the facility), I discovered that yet another item was missing - and rather than someone contacting me to confirm if an error had been made, I was instead issued an invoice for the storage cost of that items, which was left off at the error of your team. As if that process wasn't frustrating enough, after having to proactively contact customer service to have the item located and shipped to me, I received word (and photos) of even more damage and the item is being shipped back to me in pieces. Post-appointment After arriving home, unpacking and documenting all of the damage, I hoped MakeSpace might redeem itself with a thoughtful follow-up/response. But after calling to share my experience and that I planned to file a claim, I was simply given a link to the website...no offer to speak with someone, no follow-up on the items still sitting in the warehouse. Additionally, after returning moving materials (bins and blankets provided by MakeSpace) for which I was charged a total of $527.80, a refund was not processed and was only done so after following-up multiple times. Despite all of the above, the most frustrating element is how deceptively MakeSpace's service is marketed to consumers. I chose to go with MakeSpace because of how it claimed to differentiate its services from others. A simple one-stop experience - your belongings will be picked up and transported to a single, secure storage facility. If you need an item at any time, sure it's no problem - we'll keep an itemized inventory and you can swing by and pick it up. Then when you're ready, we'll drop it off for a nominal fee and make sure all items are accounted for. The reality is that people's personal belongings are separated, moved around a warehouse on pallets with forklifts, transferred among facilities with no notice or communication and treated with zero care. In addition to the nearly $8K in damage, I paid to have my belongings stored for 6mos, totaling an additional $1.8K+. After six months and nearly $10K, I can confidently say that this is the worst moving experience of my life and I would never recommend anyone use this service to store any belongings of value. Below is a summary of damage: Mattress and box spring (ripped and soiled to the point of being un-useable) *** Circular Mirror (dropped by a warehouse member and broken) *** Parsons Desk (chipped down the entire side, not just paint but full chunks taken out) *** Stainless Steel Trash Can (mangled and unwrapped) Restoration Hardware Armoire (two large gashes on top and a whole in the bottom; missing legs) *** Stemless Wine Glasses (5) (shattered) *** Stackable Bowls (4 of 5 bowls broken) *** Medium Glass Canister (shattered). *** Essential Bowl (broken) Blender (glass canister shattered) *** Gallery Frame (brass frame severely dented along the bottom) *** Floor Lamp (antique glass dome shattered) *** Reclaimed Wood Media Console (chipped wood on the leg) *** Brass Coffee Table (brass rail bent and will no longer fit the glass top) *** solid wood end table (the top and base fully separate from the center piece and huge chunks of wood missing)