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Initial Complaint
01/17/2025
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Iron Mountain provides document shredding service to our company. When I signed up with them in January 2023, I was given a 2-year contract. January 2024, I received a letter stating that my pricing was going to increase. I worked with a **************** representative who told me that our contract pricing was good for 2 years, so we would not be subject to the 2024 price increase. When I was going over invoices at the end of 2024, I realized that Iron Mountain had been billing us at the increased 2024 prices. I asked them for a credit of $1477.07 for the overcharges. This request was on 12/5/24. While they do respond to my email requests, the only response is that they are working on it and need a few more days. It is impossible to reach anyone that can help by phone.
Business response
01/24/2025
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.

Customer response
01/29/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Iron Mountain has continually sent emails stating that they will be looking into a resolution, but after 7 weeks, it is still not completed.
Regards,
*****

Business response
02/10/2025
Hi *****,
We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon through the case with our escalations team.

Customer response
02/10/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The issue is still unresolved. I am still waiting for Iron Mountain to issue a refund check for the overages billed in 2024.
Regards,
***** *******

Business response
02/24/2025
Hi *****,
We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon through the case with our escalations team.

Customer response
02/25/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Again, all this company does is state that they will be looking into the issue, but nothing has been done. I am still waiting for a refund check almost 3 months after starting my claim with them.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
01/16/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I work for Girl Scouts of *************. Girl Scouts has used Iron Mountain for the last 20 years. This past year, 2024, we have been determind to get our account closed because of the high cost of storing files. In August of 24',our last order of destruction was completed. There were no more files left in iron mountains posession. We received our last invoice shortly after. I saw a charge of $198.69 for fuel surcharge. I called to question that charge and how fuel had anything to do with destroying paper files . The total invoice was $5664.82. In my opinion, a rediculous amount of money to destroy 168 files. I refused to pay almost $200 for fuel, when nothing was transported out of the warehouse, it was all destroyed. At the same time of questioning this fuel charge, I requested that our account be closed, being that Iron mountain had no files of ours and we had no plans of sending anymore files to be stored. I was told I couldnt close the account until the fuel charge complaint was settled. I was told that within 48 hours, someone would call me to discuss the matter. Well, its 6 months later, I've called dozens of times, lost my temper on the phone,and have been charged each month continually for storage of no files. I have stressed that this is an urgent matter and that I need to speak with someone that can make decisions and still nothing. I stressed that if they would come to a settlement with me, I can send the balance within a few days. Their customer service is terrible and I am at my wits end with getting no where.
Business response
01/17/2025
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.
Initial Complaint
01/07/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We are the *** store using the shredding service the last 8 yrs. This company has our operating hours. On top of that our store's hours also posted at the front door and our website. I want to file a complaint against their fraudulent practices:1) They charged us fee for non service call 12/2024. They claimed they came outside our business hours.2) They charged us fee for new shredding bin and key. None of this happened. They know very well we don't have key. They do!!!
Business response
01/08/2025
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.
Initial Complaint
12/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took over an office that was using Iron Mountain for their shredding services. I decided to go with another local company. I called to have them pickup their empty bin. They are now charging me almost $500. In the invoice it says shredding services, which they did not do. I have been fighting with them since April 2024. I am at the point where I'm just going to pay; its not like they are going to do anything. Absolutely the worse company to deal with. They don't care about their customers, just making money at the end of the day. Please stay away from them. Attached the invoice below.
Business response
12/30/2024
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.
******** ****
Customer Advocate Professional
Initial Complaint
12/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Submitted 3 separate destruction orders for cartons stored at Iron Mountain (*****). Their site shows all cartons destroyed. Staff at Iron Mountain has confirmed at least 2 of the 3 orders were destroyed, yet they continue to bill for storage. I have emailed and chatted with customer service multiple times but they continue to maintain destruction in process even though we have been billed in full as of 11/30 for the full ****** cartons to be destroyed. It appears they delay issuance of certificate of destruction to be able to continue to bill for boxes already destroyed. Our December storage bill is $1671.73 too much and they remain unwilling to rectify.
Business response
12/23/2024
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.
Initial Complaint
12/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
**** ******* Home ******************************* ************ We have been a client of Iron Mountain for years so this is not the first time I have requested destruction of records. This is however the first time they want to continue to charge me for storing the records they have already destroyed. On July 30, 2024, I requested destruction of 42 banker boxes cubic square feet of product, they charge for storage by the square foot, one banker box equals 3.54 cubic square feet). On August 2, 2024, I received a destruction listing, stating that the inventory had been destroyed by Iron Mountain. Prior to the destruction Iron Mountain was charging us for storing csf of product, as of August 2, 2024, this should have dropped by csf to 432 csf. I have received 3 invoices for the storage periods 8/1/24 to 8/31/24, 9/1/24 to 9/30/24 and 10/1/24 to 10/31/24 that does not reflect this change. The charge per cubic square foot is so this amounts to $20159.81 per month (. I have an open case and an open ticket with them asking for them to rectify the situation. I have received a half dozen emails and phone calls, each with a different excuse as to why I am still being billed for this. None of them make any sense. Today I was told the boxes hadn't actually been destroyed yet and that it could take up to 3 months for them to be destroyed, even though they sent me an official certificate of destruction on 8/2/24 AND charged us $20950 on the 8/31/24 invoice for destroying them!!!!
Business response
12/10/2024
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
12/19/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
12/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
MULTIPLE ATTEMPTS MADE TO CONTACT IRON MOUNTAIN REGARDING NEEDING THE SERVICE THAT WE PAID FOR. THEY STATE THE ACCOUNT IS ON HOLD DUE TO LACK OF PAYMENT . ALL INVOICES IN PORTAL ARE PAID . THEY ARE STATING THAT IT HAS TO DO WITH INVOICES FROM 2023 BUT CAN NOT PRODUCE THE INVOICES. OUR ACCOUNT REFLECTS THAT WE HAD AUTOPAY FOR A MAJORITY OF 2023 , A LARGE PAYMENT WAS MADE IN MARCH AND AGAIN THIS MONTH CLOSING ALL OPEN INVOICES WITH THIS BUSINESS. STILL THEY REFUSED TO RENDER SERVICES. ASKED ME TO EMAIL OVER ***** OF PAYMENT PROCESSED . EVEN THOUGH IT WAS DONE WITH A DEBIT CARD ON THERE PORTAL I SUBMITTED THE ***** THAT IS ATTACHED ON THIS CLAIM . CALLED AGAIN TODAY WITH NO RESOLUTION . I NEED TO CANCEL MY ACCOUNT WITH THIS BUSINESS AND HAVE THEM PICK UP THE CONTAINER THEY HAVE AT MY OFFICE .
Business response
12/10/2024
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.
Initial Complaint
12/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company lacks integrity in their billing policies and has very poor conflict resolution processes. Please be advised they charge for duplicate services (ie pulling and handling records) when they were already pulled for adjacent projects. Then they charged an extra 5 months of storage fees for records that were ordered for destruction but they took their time completing. When we disputed the duplicate charges they had no response except those are our fees while at the same time saying they would advocate to reduce fees if we promise to bring them more of our business and then tried to rush us into a new multi year contract. To add insult to injury they are now charging us exorbitant late fees for the bill we are still disputing and much of the length of the dispute process is their delay in responses and individuals in their company who clearly do not talk to eachother. Please be advised they will charge for every single thing even if it makes no sense and since our records are under their roof, if we move to another company they will charge us an armload just to retrieve them for us. Their rates are easily 5x those of their competitors and they treat us like dirt.They are beyond dismissive of any concerns and continue to charge unreasonable amounts for very basic services. Unfortunately my company has many records that have been stored there for many years and getting this straightened out has been a nightmare. They have made a fortune off of us and when we started destroying very old records they became ridiculous on project fees and asking if we will be sending more records. Im guessing they dont want to lose our business because they know their fees are way out of line.
Business response
12/09/2024
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.

Customer response
12/09/2024

This company uses this same canned response to every single complaint- It remains to be seen if they actually attempt to resolve and since there are so many similar complaints about this company all over the country, if they took these seriously they would correct what is causing the problem in the first place.

I see a major class action suit in their future.
*****

Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
12/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This year, we added two shipments of boxes to our inventory at Iron Mountain. One was a shipment of 61 boxes and the other was around 150 boxes. At $8.75 per box, I would expect a bill of $1,846 for the receipt and shelving of the boxes.Instead, my invoices are over $46,000 more than normal, due to IM charges. There are ****** IM charges and I dont know what they are for. I have filed 2 complaints with Iron Mountain asking them to cease whatever activity is incurring these charges. I never received a meaningful explanation of what these charges were for. I filed a 3rd complaint asking for an explanation for these egregious charges and did not receive any call, but a note saying that all of my billing is correct.I do not know how I could send 211 boxes and get charged $46,000 for it. We never received any communication saying why we were charged for this.
Business response
12/05/2024
Hi Van,
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.
Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They never came to pick up my shred, I'm moving and can't take it with me. Everyone is lying
Business 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.

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