74 Customer Reviews
Review from Dana P
1 star11/09/2024
I agree wholeheartedly with the last review. They are terrible! I wanted to have an outside shred company come pick up my old files to shred them. Iron Mountain gave me the wrong address for the physical location of the boxes. So, the ************* charged me a trip fee (rightfully so). I have trying to get Iron Mountain to issue a credit to my account for the amount of this expense since it was their fault. It has been a full month and I have yet to have a conversation with someone that can actually do anything. I have been told 5 times that I would get a call back today. I have yet to receive that call.I am also finding out that removing boxes from their facility is costly and a nightmare.Stay away!
Iron Mountain Response
11/13/2024
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.Review from Scott C
2 stars11/06/2024
Very sub-par customer service. It took multiple tries to make adjustments to my service. Some of the customer support staff would either stop responding or just not follow up with the actions they stated in a phone call or email. If you need shredding etc, they can do it, but account management/ billing is a nightmare of mistakes.Review from peter m
1 star11/04/2024
If a 0 star rating was available, Iron Mountain would certainly deserve it. This company is the absolute worst. After using their services for over 20 years and being subjected to their constantly increasing costs I decided I would close my account. Well, after countless hours of finally trying to speak to someone I was told that it would cost over $21,000 just to close my account. I was also told that if I actually went to the storage facility myself, took the boxes away myself and paid for all of the associated costs with that myself, they said they would only charge me a little over $20,500 to close my account, and sent me invoices to that effect. When I tried to speak to someone about this I was transferred from place to place, put on hold, not given any phone numbers for a human being to speak to and was eventually transferred to their "negotiating team" in *****. Since then I found out that they have done this to many other folks in my field of work. DO NOT USE THIS COMPANY. Iron Mountain is the worst.Iron Mountain Response
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.Review from Andrew T
1 star11/04/2024
I have had 1 simple issue: My order was never fulfilled. My request: Send a box and fulfill my order!This has started an insane goose ***** of giving my bank statements, giving my email address, giving an account number which seems to be something different from the 10 different numbers I have, the list goes on! I think there are 5 different tickets for my 1 issue. I have no clue how there are so many tickets. Each person is acting as the primary contact for my concern. I told them to GET ON ONE PAGE! Everyone is requesting different things, new things, old things, like come on... someone send a fricken box! Some how I even had a refund request ticket open?? No one knows what is going on over there. I suggest doing business somewhere else. This is insane!Iron Mountain Response
11/06/2024
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.Review from J. B.
1 star11/01/2024
Iron Mountain is completely unreliable and continue to bill for services never rendered. **************** seems to be located in the ***********. They never answer the phone and never replied to emails except to send surveys.Iron Mountain Response
11/06/2024
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 Response
11/08/2024
I believe the matter has been resolved at least thats what I was told by *******. I hope this is true. If it is then I am happy with the outcome and I appreciate IM reaching out.Review from Robert L
1 star11/01/2024
We canceled them due to there add on costs. We had 11 bins and our last monthly charge was $1600.00. Our agreement auto renewed so we will pay the $2000 plus termination fee. We bought in house shredders at less than one year of their "service". Buy your own shredder and save money.Iron Mountain Response
11/06/2024
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 Response
11/06/2024
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.Review from Melissa F
1 star10/28/2024
I do not recommend using Iron Mountain. We have been trying to cancel our service for over 6 months. We were told we were unable to change the contract without paying balance of the contract. Yet they kept changing the price at every pick up. How can they change the contract without notifying a customer and yet we can't. Our office sent a certified letter in June ********************************************** October 2024. Guess what...they showed up at our office today for a pick up. When I told the driver we didn't renew our contract I got an email stating they rescheduled me for November. Do not use them!Iron Mountain Response
11/01/2024
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.Review from Maggie G
1 star10/28/2024
This would be a 0 star review if that was an option. HIGHLY recommend you don't use this company. We sold our business and transferred our account to the new owner so their would be no delay in service. HOWEVER, Iron Mountain kept our payment information on file and processed autopayments repeatedly for 2 years, despite the fact that all of our information was suppose to be removed. They also made duplicate charges where they charged both us and the new owner. We tried to work with the company to get our money back , but they insisted that they would only return duplicate charges. They refused to reimburse all of the wrongful charges. The level of incompetence is insane. The headache you have to deal with is not worth it, I highly recommend you go somewhere else. We worked with them for 7 months to get the duplicate charges reimbursed and they refused to send us a check. Instead, they kept trying to reimburse the new owner even though we explained over 10 times that the card they kept trying to reimburse was not ours. THEN they told us that we would have to try and get the money from the new owner, eventhough they were the ones who made the mistake. I cannot stress this enough, DO NOT use Iron Mountain!Iron Mountain Response
10/30/2024
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.Review from Laura G
1 star10/25/2024
I have been trying to get into our companies account for over 2 weeks now for both billing & for services. We have boxes that need to be stored & we need to be able to get into schedule *************** invoices. Our team is made up of a lot of new people & no one knows who has access to the account. I was able to get an email to complete an ******************************************** & have it signed by the vice president. I also sent it with all of his information in case they had any questions. I have not heard back & then I received an email yesterday saying that no one has heard from me & that they can't proceed with our case. I have sent & replied to multiple ********** just did another chat a little while ago & was told that I haven't replied to any emails & no emails have been received by me which there is no way for that to be true. I'm not sure what else to do at this point but I really am not getting anywhere & we really need to get in for access to place orders, see our ************* invoices.Iron Mountain Response
10/31/2024
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.Review from Hala A
1 star10/07/2024
DO NOT use Iron Mountain for your document storage needs. The worst company to deal with ever! I have never seen this level of incompetence in my life! Currently on their bundled services plan, requested unbundled pricing over 1 month ago and ***** is able to provide me with pricing. You call customer service and NOONE can tell you what their fees are, all while continually increasing their bundled pricing for mediocre services. I am in shock!!Iron Mountain Response
10/09/2024
Hi Hala ,
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.
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