Iron Mountain Opiniões 156

Is it possible to give a negative score? If only, I might feel a bit better after spinning in circles with their atrocious customer service system for hours and days and weeks. Both expensive and creative in how they can nickel and dime you for everything, you'd think Iron Mountain would have the money to provide a customer support system that doesn't rely on foreign call centers where the reps don't speak English and/or don't have the skills and knowledge to help you. Is there anyone who can step in to handle a basic request - apparently not. Instead, customers must suffer in a corporate purgatory until all the sins they have committed in life have been purged via frustration at intentional, targeted, incompetence.

Iron Mountain is fine if all you want is to pay them indefinitely to store your documents and accept steady price hikes — typically 3–5% twice a year.

Our experience turned sour when it came to document destruction. After being loyal clients for over 20 years with hundreds of thousands of boxes in storage, we finally decided to have everything destroyed. That’s when the problems started.

Iron Mountain claimed “capacity issues,” so they destroyed 20–30% of the boxes each month — December, January, February — and then delayed March. The issue: they continued charging us full storage fees on all boxes until every single one was destroyed. It’s buried in the fine print on page 15 of their destruction agreement — the rate doesn’t decrease as you reduce volume.

When we refused to pay full storage rates for boxes that were already destroyed (which seems like common sense), they refused to destroy the remaining boxes, applied 12% interest on the disputed amount, and only completed destruction after full payment.

It felt like a total racket — a “gotcha” clause that punishes long-term clients doing the right thing.

If you’re considering Iron Mountain, read every page of your contract carefully. They’re fine for simple storage, but avoid them for destruction services. Move to digital if you can. Companies that operate this way are destined to go the way of the dinosaurs.

We had hired Iron Mountain to help in our move and to provide document removal and shredding services. the Job was rather large and had some deadlines connected to it. We were very please with all aspects of the services. Everything went perfect. Thank you.

Don't use shredding service!!!
Invoice 7/31/24 $279.37
Invoice 5/31/23 $87.11

As you can see, they started pricing like that and increased immediately after the 1-year contract. No clear explanation for this threefold increase in price.
They said it states in the initial contract that the rate will increase after 30 days of their written contract, following a one-year fixed rate. As a consumer, we need to do our research before entering into a contract and setting up autopayment. Also, their initial price is much higher than that of other companies. I am currently paying $ 45 for the same service.

Pas d'envoi de factures pendant 2 ans puis tout à coup rappel de plus de 7000€ de factures avec une augmentation de 50%! Leur excuse: nous avions déménagé et le facteur n'a pas pu délivrer les factures (nous sommes à 20m de notre ancien emplacement et le facteur nous connait parfaitement!). Des dizaines de mails envoyés pour convenir d'un échéancier de paiement et toujours rien. Maintenant nous souhaitons juste récupérer nos conteneurs mais là encore il faut relancer sans cesse pour ne pas avoir à repayer une année supplémentaire. Cette entreprise tenait la route avant la reprise 2018 par une bande de ... A FUIR!

I wish I had read reviews prior to initiating into service with Iron Mountain. I had the perception of them being a reputable company but as others have mentioned it has been a nightmare to deal with their customer service. I was promised one service in the beginning by the sales person who I spoke and emailed with several times and then once they get payment infomation it was IMPOSSIBLE to get anyone to speak with. Their customer service is mostly AI and it was no way a positive experience. Some companies use AI well, this one just spins your in circles. Scheduling was not as promised, when I tried cancelling, they just kept rescheduling without calling or emailing back. When I finally did get a call back to resolve they acted as if I had never told them what was wrong when I had sent 8-10 emails and several chat attempts.

I will note that the first driver they scheduled was outstanding. Luckily, he called in advance to confirm my address. In speaking with him, he realized that the order assigned to him was not what I requested, nor what I paid for. He cancelled the order and told me to contact customer service to get it corrected because he wasn't equiped to provide the service I had ordered as it would take a different truck. If all of their employees had this ethic, they wouldn't have 1 star ratings.

Horrible customer service, if I could rate them a negative stars I would! Charged our account twice and it’s been a nightmare trying to get the refund back. It’s been almost a year and we are still waiting for refund.

Quelle catastrophe que cette entreprise ! Vous envoyez un mail au service client (car ce service ne décroche jamais le téléphone), il accuse réception en indiquant qu ils vont vous rappeler. Et ils ne rappellent jamais. À éviter absolument. Hubert Boyer

Our patient records have been in the same storage facility for well over a decade - since converting to an EHR. In 2018, Iron Mountain acquired the Records Management company we were using and since then, the price to store our 178 boxes of records keeps increasing to a now outlandish amount. All records are now aged enough for destruction. I have been trying to work through their process for destruction for months! (Which according to their own Workflow should only take 10 days) I finally was able to received an estimate on 6/17/25 in the amount of $5,745.84 but was told that they would discuss adjustments in our current pricing if we would change our decision about destruction. Once I replied that we no longer are in need of the said records, and would like to move forward and eventually close our account, I was told "I'm sending your request to our closures experts, they will be in contact within 24-48 hours in order to assist you with the next step." It wasn't until I complained about not receiving a response 3 weeks later that anyone reached out. When they did, I was told they have to generate and estimate first. I explained that I had already received one and to this he replied that he has no record of it and asked that I email it to him. He said that they have to come up with a "final" estimate. In the interim of receiving this estimate, I was emailed saying that " your name is not listed as Authorized User for this account." After my response to this inaccurate statement I received a request to "schedule a call over the Google Meet to discuss further on the closure process." Who has time for this? I responded that communications can take place via email. Then FINALLY, on 7/17/25 I received the finalized estimate for destruction of records (178 boxes total) in the amount of $22,337.20!!! Once I received this information, on the same day, I emailed back requesting a new quote, of how much it would cost to go to the facility and remove our records permanently - this was on 7/17/25 and as of 8/6/25 I still do not have this estimate. We were paying $1025/mo in January 2024 and now over TWICE that at $2300/mo with NO changes to inventory. For the amount we have paid for their services over the years, I would expect WAY better service. This company's "stay or pay" policy is down right dirty business and should be illegal.

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.