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.
Claim your business profile now and gain access to all features and respond to customer reviews.
Iron Mountain Inc. is an American enterprise information management services company founded in 1951 and headquartered in Boston, Massachusetts.