Review Time
Don't use shredding service!!! Invoice 7/31/24 $279.37 Invoice 5/31/23 $87.11 As you can see, they started pricing like that and increased immediately after the 1-year contract. No clear explanation for this threefold increase in price. They said it states in the initial contract that the rate will increase after 30 days of their written contract, following a one-year fixed rate. As a consumer, we need to do our research before entering into a contract and setting up autopayment. Also, their initial price is much higher than that of other companies. I am currently paying $ 45 for the same service.
I wish I had read reviews prior to initiating into service with Iron Mountain. I had the perception of them being a reputable company but as others have mentioned it has been a nightmare to deal with their customer service. I was promised one service in the beginning by the sales person who I spoke and emailed with several times and then once they get payment infomation it was IMPOSSIBLE to get anyone to speak with. Their customer service is mostly AI and it was no way a positive experience. Some companies use AI well, this one just spins your in circles. Scheduling was not as promised, when I tried cancelling, they just kept rescheduling without calling or emailing back. When I finally did get a call back to resolve they acted as if I had never told them what was wrong when I had sent 8-10 emails and several chat attempts. I will note that the first driver they scheduled was outstanding. Luckily, he called in advance to confirm my address. In speaking with him, he realized that the order assigned to him was not what I requested, nor what I paid for. He cancelled the order and told me to contact customer service to get it corrected because he wasn't equiped to provide the service I had ordered as it would take a different truck. If all of their employees had this ethic, they wouldn't have 1 star ratings.
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.
Worst customer service I have ever experienced. I have been trying to get a quote to close my account for nearly 6 months, they either don't respond to emails or send inaccurate/not required information. I've tried to escalate without success, I've tried to call I can only leave a message.
I had experience with Iron Mountain at my previous company for which we used their services. Since I was familiar, they were my first choice. I reached out via website for info about shredding at my home. I work from home one day a week (I'm in HR). I also am moving and have 3 bankers boxes filled with personal docs that should be shredded. I got an auto reply someone would reach out within 1 business day. I sent a 2nd request for info. No response to date. Reputation is our outward behaviors and the customer values you portray. All it takes is some kind of response, even if you cannot help. That follow up goes a long way in establishing credibility. I will never use Iron Mountain in the future.
We've used Iron Mountain for several years to store boxes. Their costs are exorbitant. They've gradually crept up over the years to the point that we are paying £108,000 per annum for 2000 boxes. We've told them that we want to terminate the contract as we've found a company that will do it for less than £8,000 PER YEAR!!! The new company have agreed to collect all of the boxes from Iron Mountain, but Iron Mountain have quoted us £770,000 to leave them!!!!!
"At Iron Mountain, my previous company, I was fortunate to be part of a team that saw my potential and had ambitious plans for my development. They recognised my strengths, invested in my growth, and made it clear that they saw a long-term future for me. That experience ignited a strong desire in me to keep growing, to take on greater challenges, and to contribute meaningfully wherever I go. I carry that drive with me now, and I’m always looking for opportunities to build on that momentum."
I would strongly advise not to deal with this company if you don't have to. As described by other individuals who dealt with them, they automatically roll over the contract each year and increase prices. We stored our paper charts with them for years and in the span of 3 years, the price increased by 40%. Today I asked for a quote to visit their facility to view ONE SINGLE BOX and was quoted $3,533.06. I called again to speak with someone else and the second agent confirmed that this is correct. The quote breakdown is below:RETRIEVAL, CARTON $10.72RETRIEVAL, CARTON $10.72AUDIT ROOM $430.12HOURLY LABOR rate $345.040 EA 8 $2,760.32PROJECT MANAGEMENT FEE (10%)$321.19As you can see, they are charging us 8 hrs of labour to retrieve ONE SINGLE BOX because their staff will walk through the facility with us and get us a box. I really doubt that they pay their staff $345 an hour for work that takes 5 min. Let's not forget to mention the bogus Project Management fee which is 10% of the total for management and oversight throughout the client viewing project. When I asked to speak with a manager, none were available of course even though I am asked to pay $3500 altogether including the management fee. This company gauges businesses and pockets the money. Utterly disgusting. I will speak with BBB tomorrow.
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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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