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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have been customers of ********************** for several years, and they kept increasing their prices. So on 02/27/2024, *** - who is the owner of the company - called and spoke to a representative about cancelling our account. We had received an invoice (#JGNT618; service period 01/24/2024-02/20/2024) for $333.25. *** expected to pay this invoice upon cancellation, but the rep. told her the only amount due was $180.82, and then our bin would be picked up the following day, our account would be closed and there would be no further charges. *** paid that amount (Payment Confirmation #*********) and was given an Account Closure Case #: ********. We have since received an invoice (#JHYR462, service period 02/21/2024-03/26/2024) for the amount of $664.47. ***** called on 07/15/2024 and spoke to a representative who claimed the $664.47 was the standard price for a bin pick up, even though *** had been told we would not be getting any more charges. The itemized description does not make any sense. We were charged for 2 trips, an on-call trip, and disposal of paper including on-site shredding as well as off-site shredding. The bin collected was empty so nothing was shredded, and the driver picked it up on his normal route so a special trip was not made. We refuse to pay this invoice.
Business response
07/16/2024
Hi Signe,
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.Executive Escalation/Customer Advocacy Team
Initial Complaint
06/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 3/26/24 I contacted Iron Mountain and contracted with them for service. I received an email telling me that they would be delivering the council [for shredding] on 4/17/24 - nobody showed up. I called and was told that service was moved to 4/25/24, I told the person on the phone that date would not work as I would be on vacation and nobody would be here. Apparently they came on 4/25 to find nobody here. I was sent a bill for $120 [I have not paid it]. I received an email about missing service and they rescheduled for 5/23/24. I called to tell them that I wanted to cancel my contract with them due to poor communication and lack of service - I was hung up on. I called again on 5/8/24 and 5/15/24 and was told that a member of 'my team' would call. I have never received a call. On 5/23/24 nobody showed up - AGAIN. I called again on 5/28/24, 5/30/24 and 6/18/24. All three times I was told I would receive a phone call from 'my team'. I still have not received a phone call and I just want something in writing indicating that my contract with Iron Mountain has been cancelled.Business response
06/24/2024
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.Iron Muntain Customer Advocacy Team
Initial Complaint
06/17/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
We inherited Iron Mountain's storage services from our predecessor company 12 years ago and have been paying years and years of storage and "admin fees", which have risen dramatically to over $700 - $750 per month. As our company is cash strapped and looking to reduce costs, I reached out by phone to inquire about how many boxes we were actually storing with them to justify the expense and how much it would cost to cancel our contract. The customer service was hard to understand and I was given the run around and sent to the "billing department", which two days later, sent me a non-sensical spreadsheet that I could not decipher which did not address any of the questions I had.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 I had decided to close my account. I was flabbergasted, but due to the terrible service I received, I 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 $10,271!!! It also looks like they put us on some auto-renewing annual contract that we were absolutely not aware of. I told them that quote was insane and we didn't want any boxes back. It should not be legal what they are doing and they have not tried to resolve the issue with me. When I checked them out on BBB in both the ** and ******, I was astounded, but also not surprised, at the hundreds of complaints against this company that are similar to mine - it would seem this company is in the business of preying on and extorting their customers. AVOID AT ALL COSTS. We will be disputing our charges and will not be paying our bills any longer for a service we do not need. I will be looking at how I can report this company to the media.Business response
06/18/2024
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
06/18/2024
Better Business Bureau:
I have reviewed the response submitted by the business. While I remain deeply unsatisfied with this business, we will be taking our dispute with them offline and as such will no longer require BBB's involvement. I understand that by choosing to accept the business response that my complaint will be closed as resolved.We truly appreciate BBB's service in acting as an intermediary for this issue.
Regards,
*****************************Initial Complaint
06/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
February - June 2024; ongoing efforts to sort, retrieve, destroy long-term inventory. Prices and terms changing every time, forced to make multiple transactions in sequence which delays action and continues to have services runBusiness response
06/13/2024
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.
Iron Mountain Customer AdvocacyTeam
Initial Complaint
05/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We had a long standing relationship with Iron Mountain to do our shredding. In 2023, issues with our billing began. We were charged extra or for services we didn't request. We pursued credits in these situations, which were never completely satisfied. Our case number ******** regarding two unreceived credits of $52.64 remains unresolved. After repeated attempts to resolve issues and receive credits we ended our service with them. In addition, our credit card was charged without authorization, despite requests for that card to be removed from our file. Eventually, we reported these charges as fraudulent to our credit provider and those credit cards were cancelled as a result.More than a year later, we continue to receive emails from Iron Mountain claiming we owe them $155.16. We have responded to these emails asking for the credits we are owed and no one ever responds. We do not want them to contact us anymore as they are unwilling to properly balance the account.Business response
06/05/2024
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
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I started storing my boxes with Iron Mountain more than 11 years ago in *********, **, I started with 250 boxes being stored. I was paying less than $200 a month, and I used pickup and drop off services regularly. I now have just under 350 boxes being stored. My monthly charges are close to $1,100 a month because there have been incomprehensible unilateral fee increases in the last couple of years (the fees have close to doubled from about 2 years ago, by my account, and I have yet to see a signed contract). I asked for fees for destroying boxes, and I was given a quote of $10,998 to destroy 250 boxes. By the way, because I apparently have a "minimum charge" on my account, after destroying 250 boxes, I would still have to pay $630 a month for the remaining charges... this does not include the additional service charges that will be added on top. After realizing that this was too high and unaffordable, I asked for a quote for delivering all my boxes to me and closing my account. Well, that costs $20,000 (my brain is still vibrating from that quote esp as, based on how Im reading the convoluted quote, the quote includes a payment of over $5,000 for them to NOT store my boxes for the next 6 months to the end of some contract which, again, I have no knowledge of).How such a company went from being reliable and affordable to gouging its customers and basically leaving them without any financially reasonable options is beyond my comprehension.Business response
05/15/2024
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
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have stored legal files with Iron Mountain. 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 have a need to store our records with Iron Mountain. We'd like to withdraw our records. Rather than simply allowing us to come pick up the boxes, Iron Mountain's fee for a "Permanent Withdraw" is $31.40 per cubic foot. For our storage volume the cost would be approximately $43,000. Again we have no contract with Iron Mountain that states we agree to pay these fees. We are unable to remove our files from Iron Mountain 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 approximately $36,000 (with their latest prince gouging increase). We would like to permanently withdraw our documents at a reasonable cost, providing our own transportation. A reasonable cost would be equivalent to the retrieval fees that Iron Mountain charges to pull a box which is $7.75 per cubic foot. This is the amount that Iron Mountain charges to retrieve a file if we request it. At that rate, the total charge would be $10,409.25 for us to remove all of our files from their facility. We are just asking to have the files retrieved and we will pick them up. Again, we have no signed contract directly with Iron Mountain and would have never chosen to enter into a business agreement with them as we had been warned of their poor business practices.Business response
05/13/2024
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
05/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Our company has boxes of business records in storage with Iron Mountain. We requested destruction of certain boxes and a quote and timeframe for such request. We also requested updated pricing for the boxes that remain in storage. It has taken months to get any information from the company and they are being extremely cagey and there is a concerning lack of follow through and updates to our repeated requests. They are trying to drag out this process to keep their current billing level and it is unfair and unprofessional.Business response
05/13/2024
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
05/13/2024
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.
I have not heard from anyone at Iron Mountain and the matter has not been resolved.
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,****
Business response
05/14/2024
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
05/22/2024
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.
I have a strong preference to keep this matter open with the BBB until the matter has been fully resolved. We have been strung along since January 2024 to get the proper customer service and it has not been until this case was filed that I have received prompt and detailed responses from the company. They have indicated a date of completion of June 28th. I see no reason why this request should take this long and I do not trust that it will be completed. Also, I want to revisit billing and pricing with the party during this dispute period. They have been unresponsive for extended periods along the way and I have no confidence that the matter will be resolved to my satisfaction. I would like to keep this complaint open until the project has been completed. Thank you.
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
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had multiple instances of being billed for services when technicians have not shown up to pick up our shredding and have had to go back and forth with customer service to get things remedied. Most recently we received 2 very large invoices of which were auto-debited from our account for charges that are not explained, or very vague, and do not align with our service contract or services provided. Iron Mountain's customer service people cannot tell me that the charges are for but continue to state the charges are legitimate. We wish to cancel our account and find a reliable shredding service as we are required to have one to operate our business. We believe we should not have to pay a cancellation fee since we already paid exorbitant and illegitimate fees for services NOT received.Business response
05/09/2024
Hi April,
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.Iron Mountain Customer Advocacy Team
Customer response
05/10/2024
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.
I am being asked to provide a response as to if I accept or reject the business's response. The only response so far has been to set up a time to talk. No specific time has been agreed upon yet and no terms have been discussed yet. No resolution has been reached yet, so my complaint needs to remain open until a satisfactory outcome has been reached.
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,April
Business response
05/13/2024
Hi April,
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.Iron Mountain Customer Advocacy Team
Initial Complaint
05/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had their services for 1 year since 1/2023. As of 1/2024 they began charging me and extra 78-80$ per month for their service. I didnt realize this increase until last month and have been giving me different information when I inquired about it. Including denying I could get a refund for the near $300 they now charge for a service I paid $180 for, for 1 year. I was very distraught as they made my business account go negative/NSF. now theyre trying to charge me again another $280 for coming to removing the bin since I cancelled the service after failing to properly notify me of a rate increase. I am a nonprofit mental health collective owner and a licensed clinical social worker. For the last 3 weeks theyve lost me money cuz I had to stop seeing patients and go on a wild goose chase with them just to get some money back and get them to stop charging for so much money for absolutely nothing. They removed the shredding consul and want another 280. So far theyve only refunded me the difference of the last months service. I need 4 x $78 refunds. They have been over charging me January and refusing to pay me back saying I should have known, when I had no idea. Furthermore they need to stop sending me more invoices. They removed the bin and because of that want another 280$. I cannot afford this and go bankrupt and foreclose my business at this rate. In the email photo attached from 4/26/24 you can see they said theyd refund me ******. But they failed to do so. And now as of today theyre saying they will only give me back $78.61. This is insane. If theyre gonna refund me the difference, it needs to start from January 2024 hence the 4x78.Business response
05/07/2024
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.Customer response
05/08/2024
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,********
Customer response
06/04/2024
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.
I am a non profit business owner. I have already sent one complain about this company. Ive been trying to cancel with them for over a month; instead of cancelling services they email and call me almost everyday saying I need to pay for an invoice then they charge me. In two days, they have charged $466. When I call the customer service is people in ***** and they take 45 minutes of my time to give me 0 help. They said theyd terminate and take me off auto pay. They said Id be refunded. Instead I am being charged everyday. My wellbeing is being affected, I am negative in my business accounts because of them. The service I signed up for a year ago was $165 charge one every 3-4 months. They switched and baited and randomly started charging me monthly since January. I never signed up for this or authorized it. They just keep taking my money so 0 service. This is fraudulent at this point. Pleas help me. I am ready to harm myself physically because of the emotional stress this financial strain is having on me. Please do something. I need multiple refunds starting 1/2024. I never authorized more than $165 per quarter. Ive been charged monthly for $235 since January. I need my money back.
Business response
06/04/2024
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.
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