Iron Mountain Reviews 147

This company is awesome and the staff is wonderful. Every time I need help they go above and beyond to make sure everything goes smoothly. They take the time and have the patience to help someone who is not so tech savvy too. They are the best!

Iron mountain were linked to a government website for a copy of an existing probate report from2003. I paid £16 pounds for this ... I have been waiting since 25/11
they have sent me a receipt but no report. When I mailed to say I needed it urgently they said the price had recently risen and there was a backlog. Writing today they referred me to a website which I cant use & can't register on. WHO are they? I thought this was Bristol Registry Office , why are they linked to a genuine government website? I would love an explanation!!!!
ONE DAY LATER: 9/1/
They write again and tell me to log in or register . I have said its impossible..

Thank you Gillian for some excellent help with sorting out my problem ...Please promote her IronMountain, or at least give her a bonus! and Thank you Duane

THE WORST! If I could give this company zero or negative stars, I would. They have abysmal communication and did not show up during the designated scheduling window (8 hours!) When we resceduled, I got an email from customer service letting me know they would make sure that the truck would be there within a 4-hour window, then delayed it another 1.5 hours and still have not shown up.

In May 2024 we made an attempt to close our Iron Mountain account as they had increased our monthly fees significantly (i.e. moved us the small business package to a larger business package). Iron Mountain came and removed the confidential storage bins from our site which were part of the package and we have not used their services for almost two (2) years. However, Iron Mountain continue to charge $1,500 for 330 boxes that are on site - boxes that htey will not letus retrieve without paying $19,000 to close the account.

In May 2025, I had thought that we had reached an agreement which was to pay $3,000 to retrieve the 330 boxes that they stay are still on-site and that we would make all of the arrangements. However, no sooner did we try to move forward but it turned out that they wanted $21,000 ($3,000 + $19,000). The original decision to close the account came after they doubled our monthly billing, such that we are paying for the storage of 1,000 boxes not just 300 boxes most of which we believe should have been shredded. After talking to more than 7 differnt departments and spending hours trying to find a resolution, we have come to the realization that Iron Mountain is unresponsive, disrespectful and uncaring. We have also tried to explain to their management that as a non-profit organization that serves seniors and people with disabilities, we have a responsibility to the people we serve to steward our resources in the best way we can. Paying for a service that we are not receiving and that offers no benefit to our clients is not right. However, no matter how hard I try to work toward a resolution, it does not seem possible with Iron Mountain continuing to invoice us more than $1,500 per month despite the fact that we are receivinig no benefit. I had a small glimmer of hope in May when they reached out to say the issue was resolved and we made arrangements for the pick-up of the 300 boxes and the payment of $3,000 but no sooner had we agreed to this approach than we were told that this was in addition to $19,000. Since May they simply don't return calls but rather continue to invoice as if we were storing 1,000 boxes and receiving their services. Worse yet, we have already worked with their customer service/support division (Duane Duncan) and while it initially appeared hopeful, we have now had no success.

I hope that this will help us to reach resolution or to have someone to contact who will be responsive, respectful and caring -it would be a nice surprise for 2025.

Case #35202450
I have had this ongoing issue for months now. Jacqueline took the time to go back and forth with me via e-mail and when we couldn't get to the bottom of it she gave me a call. After searching through numerous things she finally found the problem and was able to follow the chain to correct it. I appreciate her patience sooooo much!

One of the worst companies I've ever dealt with. Terrible customer service. They don't respond to emails, and frequently advise that someone will call you back (they never do). Iron Mountain are painful, incompetent, unresponsive AND their customer service is awfully poor - they never take accountability for anything. Don't waste hours of your life dealing with them - avoid IronMountain at all costs!

I have to finally close out our account with Iron Mountain after being their customer for the last 5 years. As everyone else had mentioned, their cost had crept up over the years so much that we couldn't effort to. It was nothing like what you had agreed to in the original contract. I had to reduce shredding to only once every 3 months. Our fee was $460 just to empty one 65 gallons bin. I called to cancel our contract last month, so they came to pick up their empty bin. I made sure they knew ahead of time that it will be an empty bin. Yet the last bill just came today called for $281.87. I am glad this will be the last bill with them since I can order the same shredding service for monthly bin pick up and the cost of under $60 / month with a local company.

No humans, constant auto responses with more questions than any kind of answers. No recourse.

BEWARE!! As an office manager of a large firm, I deal with about 15 vendors a month on average. IRON MOUNTAIN has the worst billing dept and customer service departments I've ever dealt with - nightmare!
They added erroneous charges to our account which took them weeks to fix - we had a container removed and that threw them into a tailspin in billing, then we changed to once a month, another tailspin. Be prepared to speak with someone at an India call center when you do call in - an good luck understanding their broken english while the just read off of a script - DO NOT START SERVICE WITH THIS COMPANY - YOU WILL REGRET IT! And finally, once you've had enough of their crap and try to cancel or terminate your account - you will then learn of all kinds of new charges and excuses as why they are unable to easily close your account - Its a money grab - you've been warned!

I was a senior management employee when Richard Reese was the CEO of Iron Mountain. Richard grew IM from almost nothing by focusing on the customer and providing great service. We took pride in the service we delivered to our customers. I was sad to leave Iron Mountain when I decided to move on, but I was also proud to say that I had been on that team. Richard retired not long afterward and the company he created, the one I remember, is now dead.

I became a customer of Iron Mountain just a few months ago when I took over operations for my current company, a long time Iron Mountain customer. In a very short time, they have taught me to hate working with them in any form. I literally dread it - email or phone - it's a nightmare. So I have made it my mission to close out our account and pull all our records. That has turned into a fiasco that is in its 2nd month. Just to get our records! They hit us with a monster invoice to close the account and deliver the records - holding the records hostage pending full payment. I paid it the day we received the invoice, in their payment portal so there would be no delay. It was painful, but that wound will heal as soon as the suffering of being tethered to these criminals has ended.

We still don't have our records, nor do we have a schedule arranged yet. Getting anyone to respond, now that they have 5 digits of our money, is like dental work from the wrong end. I've tried reaching out to people I knew there for help. They have all quit, or been eliminated. It is a hopeless mess. Stay away from Iron Mountain.

Charge me multiple times for services I did not request and receive. I’ve requested multiple refunds which take months to receive if at all(I have only gotten one refund so far). Customer service is a joke. Do not give them access to your card, they will repeatedly charge you for incorrect invoices and their “customer service “ talks in circles. Do not work with this company, you will regret it!!!!!

Is it possible to give a negative score? If only, I might feel a bit better after spinning in circles with their atrocious customer service system for hours and days and weeks. Both expensive and creative in how they can nickel and dime you for everything, you'd think Iron Mountain would have the money to provide a customer support system that doesn't rely on foreign call centers where the reps don't speak English and/or don't have the skills and knowledge to help you. Is there anyone who can step in to handle a basic request - apparently not. Instead, customers must suffer in a corporate purgatory until all the sins they have committed in life have been purged via frustration at intentional, targeted, incompetence.

Iron Mountain is fine if all you want is to pay them indefinitely to store your documents and accept steady price hikes — typically 3–5% twice a year.

Our experience turned sour when it came to document destruction. After being loyal clients for over 20 years with hundreds of thousands of boxes in storage, we finally decided to have everything destroyed. That’s when the problems started.

Iron Mountain claimed “capacity issues,” so they destroyed 20–30% of the boxes each month — December, January, February — and then delayed March. The issue: they continued charging us full storage fees on all boxes until every single one was destroyed. It’s buried in the fine print on page 15 of their destruction agreement — the rate doesn’t decrease as you reduce volume.

When we refused to pay full storage rates for boxes that were already destroyed (which seems like common sense), they refused to destroy the remaining boxes, applied 12% interest on the disputed amount, and only completed destruction after full payment.

It felt like a total racket — a “gotcha” clause that punishes long-term clients doing the right thing.

If you’re considering Iron Mountain, read every page of your contract carefully. They’re fine for simple storage, but avoid them for destruction services. Move to digital if you can. Companies that operate this way are destined to go the way of the dinosaurs.

We had hired Iron Mountain to help in our move and to provide document removal and shredding services. the Job was rather large and had some deadlines connected to it. We were very please with all aspects of the services. Everything went perfect. Thank you.

Don't use shredding service!!!
Invoice 7/31/24 $279.37
Invoice 5/31/23 $87.11

As you can see, they started pricing like that and increased immediately after the 1-year contract. No clear explanation for this threefold increase in price.
They said it states in the initial contract that the rate will increase after 30 days of their written contract, following a one-year fixed rate. As a consumer, we need to do our research before entering into a contract and setting up autopayment. Also, their initial price is much higher than that of other companies. I am currently paying $ 45 for the same service.

Pas d'envoi de factures pendant 2 ans puis tout à coup rappel de plus de 7000€ de factures avec une augmentation de 50%! Leur excuse: nous avions déménagé et le facteur n'a pas pu délivrer les factures (nous sommes à 20m de notre ancien emplacement et le facteur nous connait parfaitement!). Des dizaines de mails envoyés pour convenir d'un échéancier de paiement et toujours rien. Maintenant nous souhaitons juste récupérer nos conteneurs mais là encore il faut relancer sans cesse pour ne pas avoir à repayer une année supplémentaire. Cette entreprise tenait la route avant la reprise 2018 par une bande de ... A FUIR!

I wish I had read reviews prior to initiating into service with Iron Mountain. I had the perception of them being a reputable company but as others have mentioned it has been a nightmare to deal with their customer service. I was promised one service in the beginning by the sales person who I spoke and emailed with several times and then once they get payment infomation it was IMPOSSIBLE to get anyone to speak with. Their customer service is mostly AI and it was no way a positive experience. Some companies use AI well, this one just spins your in circles. Scheduling was not as promised, when I tried cancelling, they just kept rescheduling without calling or emailing back. When I finally did get a call back to resolve they acted as if I had never told them what was wrong when I had sent 8-10 emails and several chat attempts.

I will note that the first driver they scheduled was outstanding. Luckily, he called in advance to confirm my address. In speaking with him, he realized that the order assigned to him was not what I requested, nor what I paid for. He cancelled the order and told me to contact customer service to get it corrected because he wasn't equiped to provide the service I had ordered as it would take a different truck. If all of their employees had this ethic, they wouldn't have 1 star ratings.

Horrible customer service, if I could rate them a negative stars I would! Charged our account twice and it’s been a nightmare trying to get the refund back. It’s been almost a year and we are still waiting for refund.

Quelle catastrophe que cette entreprise ! Vous envoyez un mail au service client (car ce service ne décroche jamais le téléphone), il accuse réception en indiquant qu ils vont vous rappeler. Et ils ne rappellent jamais. À éviter absolument. Hubert Boyer

Our patient records have been in the same storage facility for well over a decade - since converting to an EHR. In 2018, Iron Mountain acquired the Records Management company we were using and since then, the price to store our 178 boxes of records keeps increasing to a now outlandish amount. All records are now aged enough for destruction. I have been trying to work through their process for destruction for months! (Which according to their own Workflow should only take 10 days) I finally was able to received an estimate on 6/17/25 in the amount of $5,745.84 but was told that they would discuss adjustments in our current pricing if we would change our decision about destruction. Once I replied that we no longer are in need of the said records, and would like to move forward and eventually close our account, I was told "I'm sending your request to our closures experts, they will be in contact within 24-48 hours in order to assist you with the next step." It wasn't until I complained about not receiving a response 3 weeks later that anyone reached out. When they did, I was told they have to generate and estimate first. I explained that I had already received one and to this he replied that he has no record of it and asked that I email it to him. He said that they have to come up with a "final" estimate. In the interim of receiving this estimate, I was emailed saying that " your name is not listed as Authorized User for this account." After my response to this inaccurate statement I received a request to "schedule a call over the Google Meet to discuss further on the closure process." Who has time for this? I responded that communications can take place via email. Then FINALLY, on 7/17/25 I received the finalized estimate for destruction of records (178 boxes total) in the amount of $22,337.20!!! Once I received this information, on the same day, I emailed back requesting a new quote, of how much it would cost to go to the facility and remove our records permanently - this was on 7/17/25 and as of 8/6/25 I still do not have this estimate. We were paying $1025/mo in January 2024 and now over TWICE that at $2300/mo with NO changes to inventory. For the amount we have paid for their services over the years, I would expect WAY better service. This company's "stay or pay" policy is down right dirty business and should be illegal.