Iron Mountain Reviews 147

Started with a contract for $105/mo ended up charging me over $200/mo. I waited until the end of my contract, gave them the required thirty days notice and they are still charging me $911 to remove the bins. They are a total ripoff.

Absolute worst experience ever for many years, with the storage and scanning of our company documents. From Sales to Management, Accounts, IT and even Customer Care, we have interreacted with all on numerous issues and complaints, there is such a lack of good customer care, professionalism and efficiency. Our company decided to go paperless and close our account as a result.

Unfortunately, we have been ripped off by this company for too many years. Their charges and then charges on charges (weekly bin rental, fuel surcharge, non-scheduled bin service, security admin fee and fill on-site charge) are exhorbitant. For example, their monthly service charge is $131.78+GST, and we'e just changed over to using the Endeavour Foundation at $54 per service - no BS fees added in.

Hi. I want to make you aware of the kindness and concern one of your employees provided me. Your emplyee, Sal Gonzalez, with Iron Montain assigned to the Kaiser Permanente San Marcos, San Diego County facility. Sal is an outstanding person. I fell while walking into a Kaiser Permanente building. Sal rushed over and helped me up. He saw how wobbly I was and held my arm and walked me to a clinic. I only needed to make a drop off and he stayed with me. Sal Gonzalez then assisted me to my car. I remained in my car for approximately 45 minutes. In that time Sal Gonzalez came back to check on me.
I am so impressed with the kindness and respect I received. I thank Iron Mountain for employing a person as kind as Sal Gonzalez,

IM has a horrible website!
Even the telephone customer service rep has no idea how to work the website for placing orders.
AND... when you try to phone in an order - even though they have all of your account info in front of them - each time you call to place an order, it's like it's the first time you've ever called them. They play the 20 questions game to simply place an order for them to pick up the shred console and shred offsite.
And, they can never give you a pick up date when you call.
This time they gave me a case # so that IT can phone me to explain how to use their website. SMH!
...and if you don't believe me...check the reviews. As of the date of this writing, 96% of the reviews are ONE STAR!

I contacted their customer service regarding placing an order for shredding, and they somehow put the wrong pickup address and incorrect pickup time after confirming multiple times on the phone. Additionally, their wait times are so long that every time I call them I spend over half an hour on the phone for one order.

They will not return phone calls promptly and they make you wait around all day from 8 am to 5 pm for a pick up. They are the MOST unhelpful company. Very POOR customer service. I will never use again. Cheap price, you get what you pay for.

This was the worst experience.
We scheduled shredding, which we thought would be a relatively simple order for the company, but it was a nightmare - particularly around communication. The order was entered incorrectly and, to try to get it corrected was impossible. No one would/could tell us when someone would get here, how many bins we had, how the process would work re: packing the bins, returning the bins, etc... and worst of all, no one would pick up the phones to address the questions.
They are a big company and don't seem to care at all about resolving the customer issue. Extremely disappointing. Go anywhere else for shredding

We inherited this service from our predecessor company 12 years ago and have been paying years and years of storage and "admin fees", which have risen consistently to over $700 - $750 per month.
As we are strapped for cash, I was looking to reduce costs and when I reached out by phone to inquire about how many boxes we were actually storing with them and how much it would cost to cancel our contract, I was given the run around and sent to the "billing department", which then sent me me a non-sensical spreadsheet that I could not decipher. When I responded to them asking for more information, including how much it would cost to close the account, the next e-mail I received was that they were sorry that I have decided to close my account. I was flabbergasted but due to the lack of service, went ahead and said yes I would like to cancel. I found out we have only 148 boxes stored with them, of which we only needed 5 boxes back, and they quoted us an insane closure amount of $10,500!!! That is absolutely insane and should not be legal. I told them I didn't want any of the boxes back and will refuse to pay our bills.

DO NOT DO BUSINESS WITH THIS COMPANY. THEY TAKE THE CAKE FOR BEING THE WORST COMPANY I HAVE DEALT WITH IN 25 YEARS.

Unfortunately you cant give zero stars which this company deserves. STAY AWAY, SAVE YOURSELF THE AGGRAVATION OF DEALING WITH THEM. They quote you a price, charge more than quoted and then want to charge a crazy high cancellation fee even though they were contracted for a one time shred. Very questionable, er non existent ethics.

I can't imagine charging this much to be this incompetent.
My experience with Iron Mountain has been the worst customer service I have received in years. They don't show up when they say that they will, and then they charge the customer extra for coming back. They also charged me an exorbitant amount of money for ending my contract early. I am still fighting with them about extra fees they have tacked on to my final bill (they are trying to bill me extra for the fact that their driver didn't show up on the agreed upon date for the final service, and then showed up unannounced the next day, which was disruptive to my business) Imagine charging your customers extra for your failures. Do not do business with this company.

If I could give less than one star I would. The absolute worst service and horrible customer service. I would not recommend Iron Mountain to anyone.

I am a small wealth planning practice that is required to use the services of iron Mountain for confidentiality. And just over two years they increased my rates 40%. As far as I can see, they do absolutely nothing for this service except to store my boxes of confidential information in their warehouse. Nothing else. After bringing this up with the firm, they promised on numerous occasions that someone would get back to me to negotiate something more reasonable. Today I received a short email from them saying take it or leave it. I would be exceedingly careful with dealing with this firm. I understand that I am a client and they are a large international company. However I find the ongoing lack of respect and unfulfilled promises a reflection of the company.

Absolutely the worst service, without a doubt. Did not pick up my shredding for over a year and still billed me over $500. I then proceeded to try to close my account, which was extremely difficult. Finally closed my account and received ANOTHER bill for over $300 for picking up their small shredding container. The irony is that my container is at a location where they already pick up shredding for another business, so just another money grab. The WORST company. Don't waste your time or your money!

Where to begin? Agree with previous customer - would like to give 0 stars as thier service leaves much to be desired.
After we have been invoiced for empty space for months, they forgot to turn invoicing off. Also been invoiced for 2 boxes that they cannot even locate and on top of it all, I am still getting reminders for invoices that should not have been invoiced in the first place.

No point sending emails as it is just ignored and not actioned at all.

A very bad experience and first of all the management inside the warehouse leaves a lot to be desired, the behavior and attitude provokes me, I understand that in Great Britain slavery is legalized but the attitude of Raj from MPN2 is disgusting. I understand that there are responsibilities in view of the transport of logistics, but I'm not surprised by the fact that 3-4 people work with Raj at the head. But leaving aside all the listed, try as a company to invest in people and attract them to stay for pleasure, not need, offer in return warehouse workers how to work in a group, as in a family.

We signed an agreement in Sept of 2023, which carried the following statement verbatim "all fees for the services shall remain FIXED FOR THE FIRST YEAR of this agreement, and may thereafter be adjusted by IM at any time upon thirty days' written notice." After the THIRD month, they started charging my office DOUBLE the agreed upon rate. When we brought the agreement terms to their attention, we were shuffled around, put on hold, and there was no communication about it for weeks. The only response we received during those few weeks, was " we gave you notice." I again pointed out the exact terms of the agreement and reminded them I had only been customer for three months, not a full year. Then we were shuffled around again waiting for a response. When I finally told them to come pick up their bins and let them know that my attorney reviewed the agreement and determined it had been breached, I received a call for resolution that did not include sticking to the original agreement nor refunding me the overcharged amount. They are now trying to bill us for 50% of the remaining contract, even though THEY broke their own agreement. Everything you have read here about them is 100% true. They are the most dishonest business with highly unethical practices. Please stay away from them.

Run don't walk away from Iron Mountain! I would give this company a zero if I could. We have stored legal files with Iron Mountain for 20 years. We did not contract directly with Iron Mountain but with a company that was purchased by Iron Mountain and have no written contract with Iron Mountain. Iron Mountain increases their rates intermittently. This has now become too expensive and we no longer wish to keep our records at Iron Mountain.
Our Contact is up in June 2024. Rather than simply terminating our agreement and allowing us to come pick up the boxes, Iron Mountain is charging a fee for a "Permanent Withdraw" which is a combination of multiple fees totaling $31.40 per cubic foot which for our storage volume is approximately $43,000. Again we have no contract with Iron Mountain that states we agree to pay these fees yet we are unable to extract ourselves from our contract without paying these exorbitant fees. We are willing to walk the documents out and transport them ourselves, but Iron Mountain won't allow this without paying the above fees. There is absolutely no way to end the contract but through their absurd prices for permanent withdrawal. Our annual storage costs are about $36,000.The cost to terminate would also be about $43,000.We'd like to permanently withdraw our documents at a reasonable cost, providing our own transportation. A reasonable cost would be equivalent to the retrieval fees: $7.75 per cubic foot. This is the amount that Iron Mountain charges to retrieve a file if we request it. We are just asking to have the files retrieved and we will pick them up.

Relative with over 15 years records management employment experience has numerous job applications rejected within days of applying. Auto generated rejected emails no feedback given to work on. Very poor internal HR job application processes via the Iron Mountain online careers site. So disappointing. Needs improvement

Beware their business practices and contracts! I recently closed my account and they charged me $850 just to close my account and then they send me another $250 bill to pick up my container.