Iron Mountain Reviews 147

Horrible, absolutely horrible. There is so much time that I spent wasted on trying to get answers from customer service, who seemed to not know anything about their own company policies. I was misquoted for retrieving my boxes TWICE in the process. Overall, this is a completely unprofessional company with employees that fail miserably at helping you do anything. 0/10 star. would never recommend to anyone

I don’t recommend them storing file boxes. To store about 140 boxes cost about $900. I finally bit the bullet and pulled my boxes out which costed about $5,000

If I could give Iron Mountain a rating 1 Star is too high. This is the most unethical company I have ever dealt with in my 43 year career. They promised one price and every month, the price was double. Customer service is off shore. No help at all. I had to pay over $1000 to end with early termination. DO NOT EVER DO BUSINESS WITH THIS COMPANY! BEWARE!!!

Awful customer service with constant billing issues. Prices increase and they add new charges for services / fees throughout the year without an ability to get out of the contract. I’ve had to request a refund or credit for almost every pickup in 2024. Missed pickups are frequent, refunds take over 60 days despite their 30-day payment terms. The automatic contract renewal without any courtesy warning to customers is highly unprofessional and feels like a tactic to trap customers rather than retain them through excellent service. Their downtown Toronto- Friday-ONLY pickup schedule is unreliable. This company is untrustworthy, and I strongly advise against using their service. DO NOT SIGN A CONTRACT.

We signed on with Iron Mountain in 2022 and they have been awful to deal with ever since. Whenever you have a simple question or if a problem crops up, you get passed around from rep to rep to rep, all of whom are NOT in the U.S. and are difficult to understand. They supposedly record what you're calling about but you must recount the problem each and every time with no resolution in site. You can even send your matter to them in a detailed message and no action is EVER taken to make the situation right. I may sound vague in this but it's because the issues we've had with IM started ever since we signed the agreement. The sales people who get you to sign on the dotted line disappear afterwards and cannot be reached. I've experienced nothing but frustration with this company and would NEVER recommend them. Oh, and they up their fees without letting you know beforehand even though the agreement states they must send written notification 45 days in advance. I will rent a storage locker somewhere before working with them ever again. Iron Mountain is AWFUL!

In 10 years of being in supply chain, this is the worst company I have ever dealt with. Period. DO NOT SIGN A CONTRACT WITH THEM!!! It will be used to hold you hostage for all long as they possible can. My company has to pay 100's of thousand of dollars to extricate ourselves from our contract. This seem to be the only way they know how to make money. Besides this, the customer service is basically non-existent.

I honestly cannot say enough bad things about this company and would give negative 5 stars if that was possible.

If I could give a negative value to the stars I would. They charge exorbitant fees, duplicates fees and late charges on invoices still in dispute. They are high pressured sale people who try to leverage your potential future business with them to determine whether to be more reasonable on surprise invoices…spoil alert. They still will justify overlapping fees and ridiculous costs that are easily 5x that of their competitors. Terrible and smug customer service, purposeful delays to projects to extend the storage fees and extract every cent they possibly can get from clients. Terrible terrible company. They used to have a good reputation.

The worst customer service imaginable!! Rarely can talk to the same person. Raise rates without notice or justification. I will never ever ever use this company again. After reading these reviews, its interesting to see that my opinion is shared by almost everyone.

We have Iron Mountain shares which we received as a result of a deal with an Australian company in which we had shares. We receive useless US dividend cheques which our bank says will cost more to process than the cheques are worth. We’ve written to Iron Mountain in the US several times asking them to pay directly into our Aussie bank account. They won’t do it and keep sending the useless US cheques which we can’t bank or cash. Now I’ve read all the negative reviews on here about this company I understand why they don’t do anything to help people.

I always thought that Iron Mountain is a reputable company with professional team to manage their clients but I was wrong. First of all, they increased my backup tape storage fee to an additional 20%. When I expressed my concern to my Account Manager, he is not even motivated to propose me a solution to reduce cost. Ultimately, I had to come up with my own solution.

Secondly, when I decided to terminate their service with a 60 days notice period, my service was permaturely terminated within the 60 days notice period and the explanation from Iron Mountain Singapore was that in order to prevent having any gap in the final invoicing and to ensure we will make the final payment, they decided to terminate my service.

In my understanding, when a notice period is being served, the full service will still be rendered to the customer. Their explanation is entirely new to me.

My company has been using their services for more than 10 years and have never been late on payment and yet this is how Iron Mountain Singapore treated their long time customer. It is a relief that my company is switching to another service provider instead. I will not hesitate to move out our company's other account with Iron Mountain once the contractual period is up.

No one answering or fixing issues. I have done multiple chats to have my login changed from Standard access to Administration Access & all I keep being told is that it was sent to our team & they will reach out. No one has reached out. The employees in the chats are very nice but can't help get anything done. My bosses email address for access was also incorrect & still nothing on that. I have told each person on the multiple chats how I really need both of these taken care of ASAP & still have not received anything from anyone in the company. Last time this happened I received an email that they tried to contact me multiple times, but I never responded which is also absolutely not true. How can anything get done when no one responds. This is very disappointing.

I express my dissatisfaction with the level of service I have received recently in regard to both email communication and phone support.

Over the past month, I have reached out multiple times via email with requests for information on file retrieval, status updates on our account, and etc., but the responses have been significantly delayed, often taking several days to receive a reply. Additionally, I have attempted to contact your customer support team by phone on several occasions, but unfortunately, my calls have gone unanswered.

As a customer, timely communication is critical for maintaining efficient operations, and these delays are causing significant disruptions. I understand that unforeseen circumstances can occasionally lead to delays, but the lack of responsiveness—both through email and phone support—is concerning and does not align with the level of service I expect from a company of your reputation.
I kindly request that you look into this matter and provide a more efficient response time for future inquiries. Additionally, I would appreciate it if you could address the issue of phone support availability, as prompt communication via both channels is essential for resolving matters in a timely manner.

I look forward to your response and a resolution to this matter at your earliest convenience.

First - DO NOT USE THIS COMPANY! This is one of many issues with them!!

I called Iron Mountain to pick up containers, that are empty, because I switched shredding companies. They told me that they could not close my account because I owe them for invoices from 2017 to 2021!! I told the lady I always pay my bills and that it was on auto-pay with a CC! I asked her to send me out copies of the invoices and I will look into it and call them back. She never sent me the invoices, but instead she reran my credit card for each invoice without my permission!! I logged into my account with them and saw each from that time period and each one was paid with a credit card years ago and a it showed a second attempt to run my credit card. Shocking!!

The customer service at Iron Mountain is the worst. They raised our rates by over 30% with no notice or explanation and when we asked to cancel, nobody can tell us where our documents are located, and they notified us that our boxes were damaged and expect us to pay for them to rebox them. We have attempted to get a response, and the closing team says we have to contact the recovery team, and they do not accept emails. Trying to get anything answered is a joke. DO NOT USE THIS COMPANY.

Have requested my records from a treating doctor that changed practices and I have submitted a request ironmountain to obtain them via telephone, email and fax and these people DO NOT respond at all. They just don't bother responding. My records by law should be available to me in a timely manner, but I honestly don't believe they will even respond to my request. Horrible business.

HORRIBLE COMPANY!! I do not recommend this company to anyone. They are liars.

UPDATE 11/1/24..
Duane. Thank you for your response. It took some time and frustration going back and forth with your team. However your team made it right and we are happy with the resolution.

This company deserves negative stars. DO NOT do business with this company. They hold your files hostage and charge you extorbitant fees to destruct your property. Over $10k to dispose of 250 files boxes from the early 90's? We have been paying hundreds and hundreds of dollars monthly for the past 30 years. Currently paying $700 month and will go up to $900? Disgraceful

Horrible all the way around. I do not reccomend or will I ever use again.

Upon reviewing my latest invoice, I noticed that the amount charged exceeds what was originally agreed upon in my contract. I have not requested any additional services, and there seems to be no justification for the increase in fees. Could you please provide a detailed breakdown of the charges and clarify why I am being billed at this higher rate?

Our firm has been unsuccessful in getting billing overages resolved. It has been over 2 years of back and forth emails with no resolution in sight - hours of
lost productivity on our end. Credits that are supposedly applied never appear on the invoice gateway - which is the only way to receive invoices and credits. Our account rep has been useless assisting, just passing the buck to another person who has been useless, back to the collections people who are outsourced and do not have an understanding of how Iron Mountain's billing system works - for resolving this issue anyhow; they seem to have no problem implementing the annual rate increases! Attempting to switch providers after nearly 30 years with Iron Mountain is extremely costly and I am sure will result in more overcharges!