Anonymous

Frustrating, difficult, unprofessional

Trying to get a copy of the original contract we entered into is like trying to reinvent the wheel. Unbelievable. I am an office manager of a mid sized firm, and have encountered this level of frustration at any company using Iron Mountain. Amazing they can stay in business. I guess they can, however, since they use creative financing to come up with what it costs to cancel........ their fees, contract provisions and customer service are all ridiculous. It actually costs more to cancel the service since there are all these imbedded hidden fees, etc. -- I am surprised the BBB has not been able to clamp down on them, either. Buyer Beware!!
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Reason of review:
Poor customer service

Preferred solution: Provide customers with what they want

1 comment
Guest

Call Matt Walker of Pioneer Records Management in Houston we are taking the lead in assisting companies whom feel trapped at Iron Mountain he path out! 713-464-****

Anonymous

Iron Mountain Stinks, Plain and Simple

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Such a deplorable company. I have had to cope with these *** for over a decade and I hate each and every person that works for them. They are liars, idiots, lurkers and trash. I have warned my company that I have no confidence the security of documentation placed in their incompetent hands. They have managed to screw up about 90% of any requests put through to them. Their customer service is easily the worst. I actually feel as though they must be laughing to each other over how much they can confound their customers. No one clearly identifies themselves or gives you any way to contact a previous contact for a job. You must start all over, with a new ***, at each juncture of their failure to provide what they have agreed to in writing. The latest is getting voicemail messages from their switchboard in the Philippines, spoken with a heavy Tagalog,accent and absolutely unintelligible (but repeated 4-5 times for your listening enjoymental.....contradicting what I was told an hour earlier by someone within the US. The company is a terrible sweat shop to work in. They push their drivers mercilessly and beyond any limits of sanity in the work they must accomplish. They are a wholly unethical, indecent company and I hope any one of quality wakes up and leaves them.
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Reason of review:
All of the above

Preferred solution: Full refund

1 comment
Susan R Gqc

Hi - I have had similar experiences and would like to discuss with you? please email me at sren7101@***.com

thank you.

Anonymous

Scammers

They charge ridiculous amounts to retrieve or shred records such as retrieval cost and "handling" fees, account closure fees, etc - highway robbery. The cost structure of the storage is by cubic feet which is very hard to verify. We got different pricing when we called and spoke to different people. We asked for it to be escalated and our request was never answered. Instead we had to deal with a condescending staff. Simply said, they are scammers. Their overheads are high because it's a large public company and they make you pay the price. Look for competition and I guarantee you will find better costs.
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Reason of review:
Problems with payment
1 comment
Guest

Call Matt Walker of Pioneer Records Management in Houston, we are taking the lead in assisting companies whom feel trapped at Iron Mountain the path out! 713-464-****

Anonymous

Worked for iron mountain for three months as independent vendor and not got paid

Iron mountain owes me over 9,000.00 dollars because I worked as independent vendor cleaning their building and providing coffee for their employees and I tried to talk to somebody conserving this problem for the past month I have left messages to five people working at iron mountain left e mails to four people but nobody called me back.It is putting a burden on my family I have done the work iron mountain now it is time to pay me.A huge company like yours can not afford to pay a little guy like me please people try not to pay your bills to iron mountain for my sake George Chouliareas telephone number 514-993-**** glad to talk to you thanks for your time

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Reason of review:
Problems with payment
Anonymous

Iron Mountain No Shows

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Scheduled off-site shredding. they no-showed the date promised. Called again, received an apology and offered a Friday date and no charge for service. Since we are closed on Friday's I had to make a special trip to office. Called at 11:30 when they still hadn't arrived. Customer service notified me that they were actually not in the area and had transferred the order to Monday. Received a call on Monday from customer service telling me they ran short of time on Friday and wanted to reschedule for a week from now. I told her she was not truthful, as I had spoke with someone on Friday that told me they were moving the call to today. She said they have to move out another week. I cancelled and will go with a reliable shred service. Horrible customer service.
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Cons:
  • Whole experience
Reason of review:
Poor customer service

Preferred solution: I went with a reliable provider

Anonymous
map-marker Pennsauken Township, New Jersey

Too Big

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I have been a customer for more than 10 years. Most of the time, they came when they said they would come, however this time they no showed three times in a row. I asked them to come a fourth time on a specific day, but they insisted they could not accommodate me. They offered to pick it up free of charge on the day THEY selected, but it wasn't worth risking it a fourth time. I think they are too big, too disorganized and have lost their way. I had no choice but to switch to a smaller company. There are others out there who do feel that service is important.
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Reason of review:
Poor customer service
2 comments
Guest

Call Matt Walker of Pioneer Records Management in Houston, we are taking the lead in assisting companies whom feel trapped at Iron Mountain the path out! 713-464-****

Guest

What company did you go with?

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Krysti Gdr
map-marker Portland, Oregon

Horrible Company. Rip off. Deceptive. Never seen anything like it.

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I tried to make an appointment With Iron Mountain to see patient files needed for a clinical paper I was writing with a colleague in a different country. She was flying in to pull the files herself because she was the one who could read them and understand which were needed. I contacted Iron Mountain three weeks ahead of time and got no where with them in terms of getting an appointment. My colleague arrived, but we had no appointment still. I called another facility where I had additional storage and got an appointment the next day, but these were not the files we most needed. So then I tried cancelling Iron Moutain, and they wanted to charge us such an absurd amount of money that I don't see how it can even be legal to do it. Their contract does not list the fees apparently. They also added in fees for all kinds of ridiculous things that we did not need done. For three months, I have been communicating with them to close the account and still it is not closed and they continue to add on more monthly fees. I finally got a final notice of fees and was told that I would be comped a few months, but then when I got the invoice they added in additional months anyway. I can not believe that the way they operate is legal. There doesn't appear to be an easy way to know the fees and then they charge you for things you didn't ask for and don't need, and they delay and delay access causing extreme inconvenience. My story is the same as others on this site.
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Cons:
  • Lack of action
  • Appointment times
  • Way i was treated
Reason of review:
All of the above

Preferred solution: Full refund

Anonymous
map-marker Batavia, Illinois

Unorganized Company Never showed

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Schedule a pick up for 30 boxes of shredding. They said they would be here between 8-4. I called to get a time window the day of and they said it was never scheduled with their "transportation department". Was put on hold for over 10 minutes and asked to speak to manager. Not sure who I spoke with but it was not a manager. Horrible communication between the scheduling center and the drivers. Not a happy customer and will probably no be using this service again. Signed a contract to have a monthly shredding pick up, not sure how that gets scheduled but if its anything like the one time pick up we are not using them again.
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Cons:
  • Never showed up
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Tucson, Arizona

Worse company to work with

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Only reason we had Iron Mountain as our storage is because they bought out our previous one. Iron mountain has outrageous rates now. Their customer service is in a different country and it is very hard to understand them. Their web site can get so confusing and all features are just useless. We decided to close account because of the difficulty on retrieving records and prices. After retrieving records they tried charging us a ridiculous amount of money when we had already gone through fees. after almost two months of calling multiple times a final email was received about closing account and same day another rep called trying to collect a so called past due with much totally different amount. Even after calling a supervisor we kept getting calls. We even called person closing account (Cynthia) and she never bothered calling us back. It pretty much shows how bad you get treated for not using their service and how bad their system is. Also when we retrieved our records we noticed that boxes were badly damaged and smashed, files not in the proper location as their system had it and taped up. So much more negative to says about this company. We now have our own storage at more than half of price and supper organized.
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Cons:
  • Way i was treated
  • Price
  • Customer service
Reason of review:
All of the above.
4 comments
Guest

This compnay is a joke. Very disorganized upper management and micromanaging everyone.

Guest

I am a former "victim" of Iron Mountain and might be able to help you at no charge

Please contact me at 505-30*-737

Guest
reply icon Replying to comment of Guest-1312447

Can you please provide me with your complete phone number (one digit is missing from your comment) to discuss a similar problem. Thank you.

Guest

Our company is having the exact same problem. We have been fighting with Iron Mountain for 4 months now because our rates increased almost $2000 a month after they bought out the other storage company we used to use.

We get absolutely no help with trying to resolve this problem!

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Anonymous

Pickup request

i am writing to you because the iron mountain driver came today to pickup boxes this morning @9:30 on 12/09/2016. unfortunately i requested the pickup to be on Tuesday 12/13/2016.

i wrote in the instruction box stating that specifically the archives should be picked up on the date i mentioned above. so we don't need to be charged for this order also the boxes should be picked up on Tuesday on 12/13/2016 after 9:00 am. thank you. this is nit the first time this happened please going forward the dispatchers should be able to pay more attention by reading the special instruction and disclose it to the drivers.

i hope this will not happen in the future. thank you again for your help in advance.

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Reason of review:
Order processing issue

Preferred solution: Full refund

Anonymous
map-marker Elk Grove Village, Illinois

Incompetence at its finest.

My company uses Iron Mountain to pick up and destroy our confidential documentation. On multiple occasions I have contacted Iron Mountain to schedule a special pick up and on multiple occasions they have missed the appointment and then tried to say I had the appointment wrong.

The level of incompetence is actually ridiculous over there. When you ask to speak to a supervisor or manager they keep you on extended hold and then never resolve my complaint.

I've decided to resolve the issue myself and no longer use Iron Mountain since they refuse to keep an appointment or handle my business in a professional manner.

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Reason of review:
Poor customer service
Resolved
Georganne Tdq
map-marker Raleigh, North Carolina

Resolved: Worst customer service experience

This company is awful. I have been trying to get boxes that were stored with Iron Mountain back for over a month after they increased the monthly prices over $100 with no explanation. The Customer Service reps never help, and promise to get information and never do!

Do not work with them. Awful!

This company is awful. I have been trying to get boxes that were stored with Iron Mountain back for over a month after they increased the monthly prices over $100 with no explanation. The Customer Service reps never help, and promise to get information and never do!

Do not work with them. Awful! Awful!

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Reason of review:
Poor customer service
1 comment
Guest

if you ever talk to kimberly reinboth just hang up she is liar as well and dont care about the customer and she is a customer rep mgr.

Anonymous
map-marker Dallas, Texas

Ripoff in retrieval of file boxes

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I am in the middle of a very similar experience, but happily (the only happy part) on a much smaller scale. I'm a solo practice lawyer in Dallas. I've been trying to extricate 75 file boxes from them for over a month. In addition to the blatant ripoff "permanent retrieval" charge of $4/box for waving a scanner over the box, they have what I think is the worst customer service I've ever experienced from any vendor of any kind - including airlines. Phone calls not returned, long delays so they can rack up storage charges, etc. I see a link for "Iron Mountain Lawsuit." They certainly deserve to be sued. I don't hold grudges, and I hardly ever make complaints like this, but for these people I'll make an exception. The absolute worst.
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Cons:
  • Customer service
  • Price
Reason of review:
Poor customer service

Preferred solution: Price reduction

Resolved
Alphonsa Rpf
map-marker Natick, Massachusetts

Resolved: POOR consumer assistance with prepaid boxes

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Updated by user Jun 02, 2016

I tried online chat and found someone who was serious about his job. After an hour, he found the link I needed to print out the labels I needed. Whew!

Original review May 18, 2016
The boxes state that they can be dropped off at Staples or shipped. Not true!

After destroying my shipping labels because I read that I could drop them off at Staples, the Staples decided to no longer accept the boxes. When I called Iron Mountain about getting a new shipping label for their boxes, they told me they couldn't help me because I did not have a business account with with them. I paid $75 for the boxes. This business will not work with a normal consumer.

If you do not have an account with them, be careful. Basically I am out $75. I will never ever use this company again. If you are a "little guy" or a residential customer, be careful.

Unless you have an account they will not help you. Consumers beware!
View full review
Loss:
$75
Cons:
  • Lack of action
Reason of review:
Ready Ship boxes mailing labels and poor instructions

Preferred solution: Full refund

1 comment
Guest

these people have the worst customer service USELESS, i placed and order because out bin got full faster than usual and they REFUSE to come...with 22 excuses!!

Pecola Aan

Worked There - From The Inside

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I worked there for two years. Incompetent management, racism and prejudice against whites and older people, lazy workers, tension among workers, constant fighting, work ethic very low, and ripping off customers.

Moonachie branch in particular. They have all their eggs in one basket, and give less major companies terrible support. Safety manager is a complete foll and lazy derelict. Packing of goods is substandard.

When a worker does a top notch job, they are pushed out by lousy and lazy people based on race and age. Handling of truck shipments are done without care. Large storage area of tapes has no way to remove tapes quickly in case of accident, and water system could destroy product very quickly. Poor handling of tapes, and many times the tapes were torn and wrote in that they came in that way.

I would never trust this company seeing how they treat customers and employees. Only good thing about the company is their HR department.

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Pros:
  • Hr department
2 comments
Ronalee Mmh

Hello. I'm trying to get some help from previous Iron Mountain employees regarding their poor services. Can you please email me at: rbutyrski@***.com Thank you!

Guest
reply icon Replying to comment of Ronalee Mmh

NELLNELLYNELL@***.COM PREVIOUS EMPLOYEE THAT RESIGNED MAY 28TH DUE TO HOSTILE UNETHICAL ENVIRONMENT

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