Iron Mountain Reviews 143

$20 check processing fee? Who does that??? Well, Iron Mountain does, and they only tell you up front instead of on the invoice or payment instructions. So, when our office manager initially talked to them and forgot to tell me about the check processing fee but forwarded the payment instructions, of course I paid by check through our bill pay system. Then we get a past due notice with finance charges for their $20 check processing fee. They wouldn't even consider waiving it even though there was absolutely no problem or delay in their processing our check payment. We will NEVER use them again.

Over the past several weeks, I have made multiple attempts to connect with an Account Manager or customer service representative at Iron Mountain to renegotiate our contract and understand our best option going forward. Despite contacting your Data Management team at 888-365-4766 and 800-899-4766, no one has been able to locate or provide clarity on our account.

This lack of visibility is concerning. We are being billed without any clear explanation of the associated fees, and no one has been able to walk us through the details. I am able to access the Secure Sync dashboard without issue, and I have already provided the necessary account information multiple times. What would it take for an existing customer to connect with somebody competent that can help review our account and resolve these issues promptly?

Honestly, the experience has been frustrating and inefficient. We will probably have to consider alternative service providers due to the inability for Iron Mountain to get basic account support. I can't imagine how you can operate in this manner.

One of their trucks was blocking a fire lane. And as I passed him, I was cussed out, flipped off and told to come back because I was driving too fast very poor representation of their company I would look elsewhere for your needs.

We have a full Iron Mountain bin left in our office from a previous tenant. Have tried repeatedly for months to have it picked up. They say they will but never follow up. Very irresponsible to leave clients confidential information laying around like this.

Update: Within a few hours after posting this review someone from Iron Mountain reached out and the bin was picked up the following day. I appreciate that, but its frustrating that customer service was so bad and time consuming. Had I not posted a negative review (which I don't like doing) we'd still be dealing with the issue.

They are a total Scam. They say oh we will contact you in 24-48 hours. Never do but charge you upfront. when you call to complain you get the run around for SEVEN - yes, seven - full business days. When I finally said I want to cancel and my money back, they said I wasn't an authorized user. UNBELIEVEABLE. FRUAD is happening here.

I wish I could negative starts because I would. Customer us horrible. We disabled Autopay because they cannot resolve an issue they keep saying they have resolved. They took the payment out anyway. I have opened and reopened cases. We will be cancelling our service because of this.

I want to share my appreciation for the outstanding support I received from Mateo Montalvo on a recent case with Iron Mountain. Before my case reached him, I struggled for weeks with very slow communication and minimal updates. I often had to follow up multiple times just to get a response, and in some instances I didn’t receive a reply at all. After more than two weeks of back‑and‑forth, I was finally told that my issue didn’t belong to the team I had been working with, which was extremely frustrating given how long the process had already dragged on.

Once my case was escalated to the Customer Advocacy Team and assigned to Mateo M., the experience changed completely. He was proactive, responsive, and incredibly thorough. He explained every step clearly, followed up consistently, and made sure the issue was fully resolved. His communication and professionalism made a huge difference, and he restored my confidence in the process. My ongoing issue was resolved in less than a week.

If every interaction at Iron Mountain were handled the way Mateo handled mine, the customer experience would be exceptional. Thank you again, Mateo! Your support truly stood out.

We were charged a processing fee for paying by check. $20! When we called re: this they said it was what our bank charges for processing. What a load of crap. We will never use these folks again. Customer service is obviously outsourced to another country.

Too bad I can't give ZERO stars.
This company is the absolute worst for customer service. They do not give a flying flip about the customer. Negotiating rates with them is a no go.
I am trying to cancel services because they basically overcharge and never show up as promised.
They are telling me I need to pay an exorbitant amount to early cancel. They are incompetent in every area except one: extortion.
There are plenty of local shredding companies that can take care of businesses.

Horrible customer relations. They use CSR's who speak broken English, never arrive when they say they will (sorry, truck broke down) and charge small businesses high fees. Don't just run from this company, hide!

Update - after speaking with someone in retention, I still rate this company at 1 star.

B&M Warehouse Rugby ,Symmetry Park.
My experience working at the New B&M Warehouse in Rugby was extremely disappointing and very bad. I invested a great deal of time, effort, and hard work into this role, only for my employment to be ended in a highly unprofessional and disrespectful way. I completed two months of training at the Bedford warehouse while the new Rugby site was still under construction until 2026. This involved regular travel and a strong commitment to learning the role properly, with the understanding that this position would become permanent after three months. This was clearly explained to me at the start of my employment.
Based on this information, I cancelled other job offers because I believed I was working towards a permanent role. However, after starting at the Rugby warehouse in January 2026, my employment was terminated just one week later of the 3 month. There was no meeting, no discussion, and no explanation—only a brief text message telling me not to return. "When I asked the agency why my employment was terminated ,they said that I did not log out. However, I do not believe this was a valid reason to end my employment .I saw many staff members forgot to logout but they are still working there.This is not an acceptable or respectful way to treat any employee.
I was also told that there were no permanent roles available. However, upon arriving at the new warehouse, I saw other employees being given permanent contracts immediately. This made the information I was given feel misleading and unfair.
I can identify only two possible reasons that may have contributed to the decision to end my employment.
First, I regularly supported my colleagues by sharing notes and helping them understand their tasks.
Second, I raised a legitimate health and safety concern regarding fire sprinklers being blocked by pallets. Rather than addressing this issue, pallets continued to be placed in front of fire spinker and blocked it.
I experienced unequal and inconsistent treatment from management. While other colleagues received prompt support with training, ID setup, and general queries, my own polite requests—made in person, followed up by email, and left in written notes—were repeatedly ignored. I personally witnessed the same manager immediately assisting other employees while consistently avoiding helping me . Communication at the warehouse was poor, and the environment felt unprofessional .

This company‘s customer service and promised response time are abysmal. After setting up credit card automatic payment and it’s not going through they tried to charge me extra and was told the reason why it would not go through as they do not accept any credit card payments from residence of Connecticut and I was told I could move and get a credit card from another state and then they would accept credit card payment without an additional $20 fee as that was the only way to pay is by over the phone by check each month with a $20 fee which would’ve been over 20% of the bill. When trying to speak to customer service, I was told at first, I cannot speak to a supervisor and then after being persistent they finally said someone will call that day. It took four days after I spoke to that person they apologize profusely and said only account closing could help me and they would call same day. I did not get a response back for a week and a half and it was via email. Several attempts were made to just close out service and after that was done, they promised to remove the box by end of week and it took 2 1/2 weeks and several phone calls. I think all in a way to try to bill me for another month of service. I’ve already canceled. Very poor company awful customer service. I would not do business with them if they were the last company in this field and I had no other choice I would buy my own paper shredder stay away from this company unless you love, poor customer service, and deceitfulness of trying to get you to pay more cost than what’s in your contract.

Iron Mountain was overcharging us for extra bin that we never had. They haven't told us that the driver "sighted" another bin (which was just a rubbish or recycling bin) and they just added it on. The extra charge was going on for nearly two years before I accidentaly found out. If you have direct debit set, you don't always check it and same with invoices. It took me NEARLY FULL YEAR to get the refund. No one on the phone ever helped me. Emails were ignored for weeks or months. So happy to leave this company finally.

This company is Horrible. Every time I call there is an issue. Nobody has an answer for anything. They delivered bins to my office then canceled a pick up a month later stating our suite was not at the building. (THEY DELIVERED THE BINS AND HAD EMPTIED THEM TWICE BEFORE!) I set up all of my business accounts with MY NAME. then they said i was not an authorized person on the account to make changes. Always place you on hold for more than 5 minutes. No attention to detail, Don't care when things get done. Horrible excuse of a company . I am looking for my leadership to choose another business to contract. I dont know how they are still in business. My "date of experience below ranges for months"

I started at Iron mountain symmetry pk kettering on 22nd Dec 2025 through Connect appointments.
No real direction as to what I was going to be doing,because nobody had a clue..
So was waiting a good couple of hours before I could anything productive... So going forward pretty much everyday was the same, the work just sat on the floor until the following day, and I still couldn't do the job...!!
Leadership....what leadership it doesn't exist, I asked the leading hand as to what I can do but it was like talking to a wall & she didn't seem bothered either. The next day I asked to learn how to inbound stock, but no surprise it didn't happen, & was told it's not for you to worry about. I could go on but I hope you get the picture. Friday of last week I was let go..totally out of the blue, not a word just a call from Connect saying I wasn't wanting anymore, according to Gary at Connect appointments, he got a call saying that I'd made to many mistakes..?? What mistakes between then and now all I'd done was wrap and put pallets away and tidy round. The only minor mistake I made was rectified by myself at source before it even left the building, and I reported it. So it wasn't even a error/mistake. But I know what happened, it's called a snitch or leading hand.
Anyways I could go on but I think/hope you get the picture.... A toxic and untrustworthy environment, with management that can't see wood for the trees.
So if you're looking for work then I would not waste your time and effort. What a sh1t show

The pdf Download did not function although a link appeared. I then used the email link and received a reply. I had what seems to be a genuine reply that they would send the link but that could take 2 weeks
Bit crazy as its a recent Grant of probate and avaiable

This company is awesome and the staff is wonderful. Every time I need help they go above and beyond to make sure everything goes smoothly. They take the time and have the patience to help someone who is not so tech savvy too. They are the best!

Iron mountain were linked to a government website for a copy of an existing probate report from2003. I paid £16 pounds for this ... I have been waiting since 25/11
they have sent me a receipt but no report. When I mailed to say I needed it urgently they said the price had recently risen and there was a backlog. Writing today they referred me to a website which I cant use & can't register on. WHO are they? I thought this was Bristol Registry Office , why are they linked to a genuine government website? I would love an explanation!!!!
ONE DAY LATER: 9/1/
They write again and tell me to log in or register . I have said its impossible..

Thank you Gillian for some excellent help with sorting out my problem ...Please promote her IronMountain, or at least give her a bonus! and Thank you Duane

THE WORST! If I could give this company zero or negative stars, I would. They have abysmal communication and did not show up during the designated scheduling window (8 hours!) When we resceduled, I got an email from customer service letting me know they would make sure that the truck would be there within a 4-hour window, then delayed it another 1.5 hours and still have not shown up.

In May 2024 we made an attempt to close our Iron Mountain account as they had increased our monthly fees significantly (i.e. moved us the small business package to a larger business package). Iron Mountain came and removed the confidential storage bins from our site which were part of the package and we have not used their services for almost two (2) years. However, Iron Mountain continue to charge $1,500 for 330 boxes that are on site - boxes that htey will not letus retrieve without paying $19,000 to close the account.

In May 2025, I had thought that we had reached an agreement which was to pay $3,000 to retrieve the 330 boxes that they stay are still on-site and that we would make all of the arrangements. However, no sooner did we try to move forward but it turned out that they wanted $21,000 ($3,000 + $19,000). The original decision to close the account came after they doubled our monthly billing, such that we are paying for the storage of 1,000 boxes not just 300 boxes most of which we believe should have been shredded. After talking to more than 7 differnt departments and spending hours trying to find a resolution, we have come to the realization that Iron Mountain is unresponsive, disrespectful and uncaring. We have also tried to explain to their management that as a non-profit organization that serves seniors and people with disabilities, we have a responsibility to the people we serve to steward our resources in the best way we can. Paying for a service that we are not receiving and that offers no benefit to our clients is not right. However, no matter how hard I try to work toward a resolution, it does not seem possible with Iron Mountain continuing to invoice us more than $1,500 per month despite the fact that we are receivinig no benefit. I had a small glimmer of hope in May when they reached out to say the issue was resolved and we made arrangements for the pick-up of the 300 boxes and the payment of $3,000 but no sooner had we agreed to this approach than we were told that this was in addition to $19,000. Since May they simply don't return calls but rather continue to invoice as if we were storing 1,000 boxes and receiving their services. Worse yet, we have already worked with their customer service/support division (Duane Duncan) and while it initially appeared hopeful, we have now had no success.

I hope that this will help us to reach resolution or to have someone to contact who will be responsive, respectful and caring -it would be a nice surprise for 2025.