Iron Mountain Reviews 147

Worst customer service I have ever experienced. I have been trying to get a quote to close my account for nearly 6 months, they either don't respond to emails or send inaccurate/not required information. I've tried to escalate without success, I've tried to call I can only leave a message.

I would have write juicy review, I don't have to after seeing so many disappointed customers. I am shocked you are still in business.

Worst costumer service and representation of service I've ever come across. Borderline scam for price charged and only partially completed. They will double charge to pick up when this is called "puck up" shredding service. Use anyone else

I had experience with Iron Mountain at my previous company for which we used their services. Since I was familiar, they were my first choice. I reached out via website for info about shredding at my home. I work from home one day a week (I'm in HR). I also am moving and have 3 bankers boxes filled with personal docs that should be shredded. I got an auto reply someone would reach out within 1 business day. I sent a 2nd request for info. No response to date. Reputation is our outward behaviors and the customer values you portray. All it takes is some kind of response, even if you cannot help. That follow up goes a long way in establishing credibility. I will never use Iron Mountain in the future.

Customer service and resolution of disputes is lacking. I would not use them again and they are expensive and fail to provide notice when fees go up so you can decide if you want to continue.

We've used Iron Mountain for several years to store boxes. Their costs are exorbitant. They've gradually crept up over the years to the point that we are paying £108,000 per annum for 2000 boxes. We've told them that we want to terminate the contract as we've found a company that will do it for less than £8,000 PER YEAR!!! The new company have agreed to collect all of the boxes from Iron Mountain, but Iron Mountain have quoted us £770,000 to leave them!!!!!

"At Iron Mountain, my previous company, I was fortunate to be part of a team that saw my potential and had ambitious plans for my development. They recognised my strengths, invested in my growth, and made it clear that they saw a long-term future for me. That experience ignited a strong desire in me to keep growing, to take on greater challenges, and to contribute meaningfully wherever I go. I carry that drive with me now, and I’m always looking for opportunities to build on that momentum."

I would strongly advise not to deal with this company if you don't have to. As described by other individuals who dealt with them, they automatically roll over the contract each year and increase prices. We stored our paper charts with them for years and in the span of 3 years, the price increased by 40%. Today I asked for a quote to visit their facility to view ONE SINGLE BOX and was quoted $3,533.06. I called again to speak with someone else and the second agent confirmed that this is correct.
The quote breakdown is below:
RETRIEVAL, CARTON $10.72
RETRIEVAL, CARTON $10.72
AUDIT ROOM $430.12
HOURLY LABOR rate $345.040 EA 8 $2,760.32
PROJECT MANAGEMENT FEE (10%)$321.19
As you can see, they are charging us 8 hrs of labour to retrieve ONE SINGLE BOX because their staff will walk through the facility with us and get us a box. I really doubt that they pay their staff $345 an hour for work that takes 5 min. Let's not forget to mention the bogus Project Management fee which is 10% of the total for management and oversight throughout the client viewing project. When I asked to speak with a manager, none were available of course even though I am asked to pay $3500 altogether including the management fee. This company gauges businesses and pockets the money. Utterly disgusting. I will speak with BBB tomorrow.

We should all get together and have a class action lawsuit with this company are they any lawyers here that we can contact?
My frustration has started about 1.5 years. We have being trying to save some money, so after over 15 years of keeping boxes in storage, and paying about $5K a month for 15 years, we decided to look what it is in those boxes and purge what it was not needed. First, Iron Mountain renew your contract every year, without nobody signing, which allow them to hide and increase fees as they feel. So, we have a Simple Service Bundle for $100/ month which allow us to deliver any quantity of boxes at any time as many times we want (keep in mine we had paid this very month whatever we use it or not about $18K for 15 years. Now, if you are going to "permanent withdraw" this is when the fun begins, they charge you exorbitant fees for this, currently about $5K for every 200 boxes I "permanent withdraw" and you have to have weekly emails and calls to fight them to don't overcharge you as every time you speak with someone(different person every time) they give you a different cost.
So picture this, we have about 4,000 boxes if we permanent withdraw 200 boxes at the time (10 times $5K= $50,000 to withdraw a total of 2,000 boxes that you have been paying for 15 years to storage and now they have to charge you to "permanent withdraw" those boxes. Nobody at Iron Mountain can give me a logical explanation of why this charge occur, they gave me examples like they have to delete them from the system, or they have to physically count them, etc. Are you serious, you already know how many boxes you have in storage and you know how many I am keeping so why you have to double count again, you charge $5K to delete 200 lines of boxes from a spreadsheet, or DO YOU HAVE A SCAM TO CHARGE CUSTOMER $100 FOR A SIMPLE SERVICE BUNDLE FOR 15 YEARS AND NOW YOU WANT TO PENALIZE THE CUSTOMER TO REDUCE BOXES FROM YOUR STORAGE!
Latest, they increase my storage by 12.20 sq feet for no reason ( I have send any new boxes to them), charge me for "RFID Z LABEL" that I don't know what is it and charge me a late fee on past due balance of $62.94 (invoice was paid in their portal last month on 04/21/25 when it was due on 04/30/25)

This company it's a scam and based on all reviews here I would like an attorney to help us all and go in a class action suit against this company and close this company once and for all.
I am up for it.
Again, any attorney that is willing to do this, please contact me

I have been trying to close my account for over a month and nobody will assist me with this. It is ridiculous. They hold my companies valuable data, and wont even return it to me.

It's been over a year, and we are still having issues with our accounts since February 2024, regarding incorrect payments allocations and invoicing issues. No one at Iron Mountain responds to our emails, phone calls, and if we do get a response via email, it's a different person every time. I feel like our problems never get resolved but they are not afraid to send you an invoice for payment. I personally would not recommend this company to no one.

Zero stars if I could. Iron Mountain is the worst company for communication. since JULY 2024 I have tried to get an issue resolved with them and I am still sending regular chaser emails as the issue is still not resolved. I have tried emails and telephone calls still nothing, I get a told my query will get passed on to the relevant team and nothing. I am literally at a dead end.

Will send you bills that you do not owe. Will add improper charges to bills that you do not owe. Good luck trying to reach someone who is helpful. Took a complaint with the BBB before they admitted (I have it in writing) that what they were doing was incorrect. I'd find another company.

If I could give this company zero stars, I would. Absolutely awful to deal with. The moment you send them your records, the charges start piling up—fees for retrieving your own documents, for storing them, for trying to shred them, and even for closing the account. Everything is made painfully manual, slow, and expensive. It felt like they designed the whole system just to trap people.

I deeply regret ever working with them. AVOID at all costs. You’re better off renting a simple storage unit, going digital, or just keeping your records at home.
Thankfully, I found real support from the name in my profile picture when things got out of hand. Quiet, efficient, and they actually helped.

If I can give this company zero star I would. Awful company to work with. Once you send your records to them, they charge for EVERYTHING. They will charge you for retrieving your own document, for storing your document, for trying to shred your document, or even try to get your document back and close the account. You have to go through a painfully manually and complex process to get rid of them and they really make you PAY. I regret ever dealing with this company, ever. AVOID at all costs and just rent a storage unit and store anything in your own home. Or just go digital.

Used to be a great company, easy to work with. Now they are one of the worst pay whatever any other company charges and you will still save money in time lost. Sales happens fast but once you sign the contract you are left to figure it out. They do not communicate, miss every deadline. If you need to contact support good luck, it overseas and they do not know anything but a handful of canned answers to get you off the phone. If you count the hours of time on the phone trying to figure out what's happening they are the most expensive option.

Awful service - Takes weeks to proceed with a collection, they take hardware that is not listed on the collection while refusing hardware they don't want to collect even when on the list provided. This cost 200gbp to return a laptop that was not on the list. They are organised in multiple teams that don't really function. avoid.

Customer service is terrible. Obviously outsourced offshore personnel. Poor communication skills, no one follows up. They change case#'s repeatedly so nobody can follow prior requests for service. They never miss a billing though.

Negative 5 stars. These guys are nearly a criminal enterprise. They suck you in with pretty good prices and then once they have all your records, they jack the prices up by like 40% per year, every year. It's obscene. And the penalties/costs for withdrawing records and moving them elsewhere are huge. Oh, and service is terrible. And watch your bills and your bank account, because they'll double charge you and not correct it unless you call them on it. Dealing with them is constantly enraging.

The job it self is cool but when you walk in a work place and have to listen to gossip all day and employees trying to bully you because your new and still learning that’s a no no and when you address the issue they let you go ,I wouldn’t want to work for the company but I do feel the executives need to no,the manager even heard the employee say f her and did nothing meanwhile if you speak up you get fired.