Review Time
We tried to close our account due to significant fee increases. They removed our storage bins but continue to charge us for boxes we can’t access without exorbitant fees. After numerous discussions with various departments, we found them to be unresponsive and uncaring. As a non-profit serving vulnerable populations, we can't justify paying for a service we aren't receiving. Despite some initial hope for resolution, communication has since ceased, and bills keep coming.
I’ve been dealing with an ongoing issue for months. One representative took the time to communicate with me via email, and when we couldn’t resolve it, she called me. After thorough searching, she identified the problem and was able to correct it. I am very grateful for her patience!
This is one of the worst companies I have encountered. Their customer service is abysmal; they rarely respond to emails and often promise callbacks that never happen. They are unresponsive and take no accountability. Save yourself the hassle and avoid this service at all costs!
After five years as a customer, I’m finally closing my account. Their fees have increased significantly over the years, far from what was agreed upon in the original contract. I had to reduce my shredding frequency and was shocked to receive a bill for an empty bin. I’m relieved to leave this service and have found a local company offering similar services at a fraction of the cost.
BEWARE!! As an office manager of a large firm, I deal with about 15 vendors a month on average. IRON MOUNTAIN has the worst billing dept and customer service departments I've ever dealt with - nightmare!They added erroneous charges to our account which took them weeks to fix - we had a container removed and that threw them into a tailspin in billing, then we changed to once a month, another tailspin. Be prepared to speak with someone at an India call center when you do call in - an good luck understanding their broken english while the just read off of a script - DO NOT START SERVICE WITH THIS COMPANY - YOU WILL REGRET IT! And finally, once you've had enough of their crap and try to cancel or terminate your account - you will then learn of all kinds of new charges and excuses as why they are unable to easily close your account - Its a money grab - you've been warned!
I was a senior management employee when Richard Reese was the CEO of Iron Mountain. Richard grew IM from almost nothing by focusing on the customer and providing great service. We took pride in the service we delivered to our customers. I was sad to leave Iron Mountain when I decided to move on, but I was also proud to say that I had been on that team. Richard retired not long afterward and the company he created, the one I remember, is now dead. I became a customer of Iron Mountain just a few months ago when I took over operations for my current company, a long time Iron Mountain customer. In a very short time, they have taught me to hate working with them in any form. I literally dread it - email or phone - it's a nightmare. So I have made it my mission to close out our account and pull all our records. That has turned into a fiasco that is in its 2nd month. Just to get our records! They hit us with a monster invoice to close the account and deliver the records - holding the records hostage pending full payment. I paid it the day we received the invoice, in their payment portal so there would be no delay. It was painful, but that wound will heal as soon as the suffering of being tethered to these criminals has ended. We still don't have our records, nor do we have a schedule arranged yet. Getting anyone to respond, now that they have 5 digits of our money, is like dental work from the wrong end. I've tried reaching out to people I knew there for help. They have all quit, or been eliminated. It is a hopeless mess. Stay away from Iron Mountain.
Charge me multiple times for services I did not request and receive. I’ve requested multiple refunds which take months to receive if at all(I have only gotten one refund so far). Customer service is a joke. Do not give them access to your card, they will repeatedly charge you for incorrect invoices and their “customer service “ talks in circles. Do not work with this company, you will regret it!!!!!
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.
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.
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Iron Mountain Inc. is an American enterprise information management services company founded in 1951 and headquartered in Boston, Massachusetts.
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