Most helpful review

Terrible/non-existent customer service

Iron Mountain - Terrible/non-existent customer service
Our company has had on going billing issues for years with Iron Mountain. Calling customer service is not helpful as if they do not want to respond, will place call on indefinite hold. Over a month ago we sent written notice to destroy all remaining files and send final invoice. Despite repeated request for a reply, company has refused to respond. Have just received another bill for "storage". Do not use this business as once in, getting out is very difficult.

User's recommendation: Do not use this company, find another (check reviews first) or rent a private storage unit.

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ID
#3898877 Review #3898877 is a subjective opinion of poster.
Location
Portland, Oregon

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Verified Reviewer
New Reviewer

Have been trying to cancel service for 2 1/2 months

Update by user Sep 12, 2022

After my review (and a complaint filed with BBB), Iron Mountain contacted me via email. They resolved our complaint fairly quickly, and did not charge us bogus fees as others had complained of. I would never use this company again because of the issues we had, but I am...

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ID
#3840586 Review #3840586 is a subjective opinion of poster.
Location
Omaha, Nebraska
Pros
  • Driver was friendly
Cons
  • Customer service
  • Disorganized
  • Unbelievably expensive
Preferred solution
Our account closed ASAP, without the fraudulent fees that all reviews have mentioned being tacked on once the account is closed.

It is nearly impossible to do business with this company.

Iron Mountain - It is nearly impossible to do business with this company.
Iron Mountain - It is nearly impossible to do business with this company.
I received notice they were longer sending paper invoices. There was a link to receive an invoice. It required a number from my invoice. I do not have an invoice that is the reason I was trying to get an invoice. This company is one big Catch-22. It keeps you going in circles and you can waste hours trying to get things that should be readily and easily available.

User's recommendation: Avoid this company unless you have lots of time to waste.

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ID
#3657744 Review #3657744 is a subjective opinion of poster.
Location
Lincoln Park, New Jersey
New Reviewer

No Response On Cancellation

I have never experienced such bad customer service ever. I phone Iron Mountain's 800 number to cancel my account because I sold my business on February 13th. The customer service person transferred me to a cancellation department. I communicated with them about my wish...
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ID
#3444334 Review #3444334 is a subjective opinion of poster.
Location
Pompano Beach, Florida
Loss
$213
Preferred solution
Full refund

Disappointed with contact service for my medical facility to store department records

I have called on several occasions to have my sterilization records picked up (at different times of the day) only to be put on hold for at least 25 minutes each time,leaving me to hang up to attend to my job duties. My record boxes are piling up and I'm getting frustrated trying to find spaces to stack them in my small department office. The management must have changed because I hadn't experienced this type of service before
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ID
#2777000 Review #2777000 is a subjective opinion of poster.
Location
Fresno, California
Preferred solution
Apology

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New Reviewer

People need to know how this company works

I signed what I thought was just an agreement for the price at the time for storing boxes, I did not understand that what I signed was an auto renewal if I didn't give a 30 day notice and when I got the quote to get my boxes it was an unbelievable and staggering $17,078.17. I can't even process this. It's highway robbery!! I am physically ill over this...

User's recommendation: DO NOT USE THIS COMPANY!!!!!

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ID
#2698957 Review #2698957 is a subjective opinion of poster.
Cons
  • Unbelievably expensive
Preferred solution
Price reduction

HORRIBLE SERVICE

Constantly changing invoices with little to no explanation. Do not use them...a complete waste of money and time!

User's recommendation: DON'T DO IT!

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ID
#2603371 Review #2603371 is a subjective opinion of poster.
Location
Raleigh, North Carolina

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Verified Reviewer
New Reviewer

Lack of transparency / Intimidating Staff

This company is not honest about their business model - in reality they are now doing general household moving of everyday items. This has absolutely nothing to do with data. One of their moving truck drivers - using an Iron Mountain truck threatened me over a parking...
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ID
#2520641 Review #2520641 is a subjective opinion of poster.
Location
Moonachie, New Jersey
Service
Iron Mountain Shredding Service
Preferred solution
Let the company propose a solution

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New Reviewer

Educational purposes

Iron Mountain - Educational purposes
You are not being singled out, Iron Mountain overcharges everyone. You or your organization are complicit, because most likely someone signed a Terms of Service Agreement with them. If you did, you gave them the legal right to overcharge you.

User's recommendation: Forward Iron Mountain's Terms of Service Agreement to a lawyer, BEFORE you sign it!!!!!

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ID
#2386663 Review #2386663 is a subjective opinion of poster.
Location
Huntersville, North Carolina

They hire criminals

John Brecht works at the Columbus Ohio James road location. He is a narcissistic abuser of women and children. He threatens people. He is racist. He pled out on multiple traffic violations yet remained employed by the company. How many others like him do they employ??? Scary thought.

User's recommendation: Don’t go through iron Mountain go through another company to protect yourselves.

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ID
#2024243 Review #2024243 is a subjective opinion of poster.
Location
Columbus, Ohio
Cons
  • Entire experience
  • Way i was treated
  • Lack of action

They are incompetent people

When you call, they will tell you anything to get you off the phone. When you call back, that person doesn't know anything about your previous call. Then they transfer you to someone without explaining what is going on and you have to start from the beginning. THE WORST!!!!!! :(

User's recommendation: Companies don't use this place.

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ID
#1867533 Review #1867533 is a subjective opinion of poster.
Location
Atlanta, Georgia
New Reviewer

Extremely poor customer support

Request refund on overpayment. Customer service both agreed and verified that a overpayment had occurred and stated they would issue the refund. After numerous (lost count) phone calls and reassurances from them that a refund has been issued, I finally received the refund check. In total it took numerous phone calls, numerous customer service agents and supervisors to resolve the matter, seven (7) months later and literally hours of wasted time and energy, it was resolved. Their customer service department like so many other companies use are out of country. Broken English, extremely difficult to understand.
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ID
#1832387 Review #1832387 is a subjective opinion of poster.

They are the worst

They hold your documents hostage. You can't cancel your account unless you pay about two months worth of storage fees. It's absolute insanity. Their customer service is terrible and I hope no one does business with them ever again.

User's recommendation: DO NOT WORK WITH THEM.

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ID
#1831284 Review #1831284 is a subjective opinion of poster.
Location
Boston, Massachusetts
Product
Iron Mountain Storage Unit
Pros
  • Hold on to your stuff
Cons
  • Hold your stuff hostage so you pay them more money

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Verified Reviewer
New Reviewer

I am not getting my service

When I am supposed to get a pickup I am not getting it. They keep saying I m off the route. I am 4 blocks down from P N C bank in Columbiana Ohio. I was on the list for Friday 3-4-20 &;;;;; the person never showed up. I call the make me a new time &;and; and they never show up. I have cancelled 2 doctor appointments because they were supposed to come & collect my shredding, They never showed up. So I wasted my day 4th,5th, & 9th. They didn't even call me to let me know they weren't coming. I have a answering machine that takes messages when I am not at home. A gps will bring then right down here. I worked in pa. for 6ys. &; did routes. So being of a route is no excuse. I went off my route many of times for a customer to deliver our service they were paying. I do think some of your people don't know there route or just don't care. Please look into this matter. I would like an answer back about this issue or a phone call. Thank you very much. Cynthia (cindy) Wells. My e-mail is c219w@***.com Thank you.
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ID
#1817974 Review #1817974 is a subjective opinion of poster.
Service
Iron Mountain Off-site Shredding Service
Pros
  • I am a pissed customer
Preferred solution
Deliver product or service ordered

PICK ANOTHER BUSINESS TO STORE RECORDS OR SHRED WITH

We've been trying to terminate our account with Iron Mountain since October, 2019. Sent a termination letter by certified mail, so that we could confirm they received it. Had our Office Manager reach out to initiate the final invoice request in early November. Have been getting the runaround ever since. Not returning calls, emails, nothing. Now today, having to supply a letter granting me admin rights to the account on letterhead signed by the director or business owner. They keep putting up roadblocks to avoid furnishing the final invoice so that we can pay, and arrange to have OUR property moved to our new vendor's facility. But, we are still being charged monthly for storage fees.
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ID
#1811597 Review #1811597 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Product
Iron Mountain Storage Unit

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Verified Reviewer
New Reviewer

Stay far away and pull your records as soon as you can

It is now late in December 2019; I have been trying to get our records from them since May. They have the audacity to say there isn't enough in our purchase order to cover the costs; sent another purchase order. They argue that our account is "Under Investigation". Their staff never answer the phone, return emails weeks and months after the fact hoping you will just go away. They are literally thieves.
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1 comment
#1974179

While, I agree that Iron abuses almost all of their customers, the truth is that most customers are complicit, in that they sign their service agreement without reading it. Once you sign their agreement, you have given them legal permission to abuse you

ID
#1737061 Review #1737061 is a subjective opinion of poster.
Location
New York, New York
Service
Iron Mountain Customer Care
Reason of review
Poor customer service
Loss
$6
Preferred solution
Full refund

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