Iron Mountain Opiniões 156

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!

I started there on Jan 15th 2024, as an Outbound Team Leader and was in complete shock of how this place is ran, Team Leaders arriving at 06:00 when the shift starts meaning a lot of down time wasted with a did not care attitude, i spent most of my time learning off the Warehouse employees both with the operations and system. After a few changes and a few more recruits inc a Supervisor personally i think we built up a better Am shift team come march / April i did all the team briefs , made them smile and gear them up for the challenges ahead, i worked my socks off loading up to 35 plus Trailor's a day with most times only myself and one team member struggling to keep up. The management where shocking never interacted with the team , some of them barley smiled , they had no idea about logistics, i gave them ideas and knew i could turn the whole warehouse around if given the time, chance but was ignored, there was no accurate data reporting and the amount of spread sheets to fill in was a joke while trying to load these trailors both the Inbound and outbound processes where shocking and time consuming, i could go on and on , i was a team leader for over 22yrs in my previous role and could easliy have become a manager but because we was all had been there for a long time the ladder stopped for me but one thing for sure we all knew what we was doing and planned ahead and we was very efficent at our peak periods. As for Iron Mountain at MPN2 Lutterworth this was with out a doubt the worst company i have ever worked for they treated staff poorly with a very high turn around , no proper training , support, and to top it off i had already passed my probation off 3 months and was into my 4th month when a operations manager was appointed and within 2 or 3 weeks of this person starting bizarrley i was let go approx May 17th , even walked of site after a wks holiday, absolutley disgusting of how they treated me when all i did was work my guts out every day and to gel with the team, i knew there was team members utterly disgusted they had let me go and i quote one person told me
'Theyre making a big mistake if they get rid of you how hard you work' welll i guess having too much knowledge maybe they felt threatened by me i don't know, either way i hope the VPs read this because they are feeding you inaccurate data and possibly other false comments which in turn is why your profits will no doubt be very effected. Tell the truth i was absolutely gutted they got rid off me when i was just starting to make grounds and i am sure given a few more months i could of turned a lot of things around and made it more productive and friendly, but i guess ill never know such a shame.

IM has taken 6 weeks to correct a simple invoice issue. It required 7 emails and 5 failed attempts at correcting. This is a microcosm of their overall quality of service. If you another option for shredding and or storage, take it and never look back. On their latest invoice they include $172 in SURCHARGES. These include fuel, recycling and shred fee. This is almost 30% of the total bill. This reminds me of the old cell phone bills with all of their fees. I have cancelled my account and new shredding company monthly cost are almost the same as just the surcharges from IM. We are saving 60%...60%!!!

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.

Un service client catastrophique !
Cela fait trois semaines que j'essaye de les joindre par téléphone et par mail mais 0 réponse. Dès que j'envoie un mail, je reçois systématiquement un message automatique avec un nouveau numéro de requête. Je ne recommande pas du tout !

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