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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have been a client of Iron Mountain for years so this is not the first time I have requested destruction of records. This is however the first time they want to continue to charge me for storing the records they have already destroyed. On July 30, 2024, I requested destruction of 42 banker boxes (***** cubic square feet of product, they charge for storage by the square foot, one banker box equals 3.54 cubic square feet). On August 2, 2024, I received a destruction listing, stating that the inventory had been destroyed by Iron Mountain. Prior to the destruction Iron Mountain was charging us for storing ***** csf of product, as of August 2, 2024, this should have dropped by ***** csf to 432 csf. I have received 3 invoices for the storage periods 8/1/24 to 8/31/24, 9/1/24 to 9/30/24 and 10/1/24 to 10/31/24 that does not reflect this change. The charge per cubic square foot is ***** so this amounts to $159.81 per month (***** csf x *****). I have an open case and an open ticket with them asking for them to rectify the situation. I have received a half dozen emails and phone calls, each with a different excuse as to why I am still being billed for this. None of them make any sense. Today I was told the boxes hadn't actually been destroyed yet and that it could take up to 3 months for them to be destroyed, even though they sent me an official certificate of destruction on 8/2/24 AND charged us $950 on the 8/31/24 invoice for destroying them!!!!
Business response
10/24/2024
Hi ******,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Initial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Iron Mountain (IM) has overcharged invoices for the past 4 months and not complying with the latest contract pricing terms. Contract/customer is *****. ** Destruction of ****** cu' (order #********) was approved 7/10/2024. IM continued to charge for storage of those records after 75 days. Credit due ($1,951.31). See Dispute case #********.2) Per contract effective 7/1/2024, IM can no longer charge for admin fees if minimum storage met. $84.95 Admin fee has been charged on account July-Oct.. Credit due ($339.80). See Dispute case #********. Contract attached with highlighted references.3) Late fee erroneously charged on most recent invoice #JVDC527. The previous invoice JSND653 dated 9/1/2024 for $2,573.22 was paid on 9/5/2024 via ck #***** and cleared on 9/12/2024. Due date was 9/30/2024. Credit due ($40.09). Cleared check ************** credit due for all issues is ($2,331.20).Business response
10/09/2024
Hi
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Customer response
10/09/2024
Better Business Bureau:
I have reviewed the response submitted by the business and look forward to having my issues and/or concerns in reference to complaint #******** resolved.
Regards,
**** *********Initial Complaint
10/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We signed an agreement for shredding services. This company was supposed to come to my business and pick up shredding on Friday, September 27th. They never showed up. They wanted to reschedule but we declined. It was difficult to get the appointment with them and I had trouble getting their attention before they did not show up. I asked for them to delete our account. Today I received an invoice for $519 for "service". When I reached out to try and get this cancelled since they did not provide any service, my requests have been ignored and responded to only with another copy of the invoice. I do not have reliable contact information to resolve this issue. All of my calls and emails go unanswered.Business response
10/02/2024
Hi ******,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Customer response
10/07/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** Des EnfantsInitial Complaint
09/04/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Started with a contract for $105/mo ended up charging me over $200/mo. I waited until the end of my contract, gave them the required thirty days notice and they are still charging me $911 to remove the bins. They are a total ripoff.Business response
09/05/2024
Hello-
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss resolution, as well as providing an updated response through this complaint.
Sincerely,
Customer Advocacy
**********************Initial Complaint
09/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I own a small tax preparation service and need secure document destruction services. I contracted with Iron Mountain to get 1 console style bin and request pickup of documents every three months. I agreed to automatic debit of the fees.My fees the first year of the contract were $387.50.My fees the second year of contract were $763.01.My fees so far this third year of contract have been $768.61 plus an early termination fee of $772.15 Despite repeatedly calling the company after repeatedly finding notes on my door that they were unable to complete service, they continued to attempt pickup before I open in the morning.I tried to terminate service in May of this year and was told I would owe an early termination fee of $763.68. I could not afford this, so did not terminate.The third invoice this year is more than quadrupled from my first invoice under this contract.I have agreed to an even higher termination fee than I was quoted 3 months ago that I still cannot afford because I also cannot afford to keep doing business with this company.I do not expect a full refund, but humbly request some financial relief. My small business has been hurt by these fees.Business response
09/04/2024
Hi ****,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Initial Complaint
08/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We signed a two year shredding contract with Iron Mountain for our business and they broke the contract before terms were up. Continued to add unknown charges and increasing our bill; other unknown charges added each month and then when we questioned and refused to may more than our monthly contract they sent us to collections.Business response
08/30/2024
Hi *******,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Initial Complaint
08/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Iron Mountain provided paper shredding services for our medical office. Unfortunately, there were a few months where we were billed for services not provided. I called them on multiple occasions and they told me that adjustments were made to the billing. (Later, they reneged on the billing adjustments.)I sent him a letter terminating our agreement on January 2, 2024. They came to pick up to empty paper container bins in March 2024, I was charged about $400. I have called customer service for ****************** on multiple occasions and they told me that they would make adjustments on the final billing. Unfortunately, they have not made any adjustments. I am complaining that they charge for services not performed and over charged for picking up to plastic bins.Thank you,*********************************** MDBusiness response
09/04/2024
Hi ******,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Initial Complaint
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Jan 17 2024 I cancelled my account with ********************** Shredding, Jan 23 2024 they came and collected my console, August 21, 2024 I received my next invoice (first one since cancellation), the invoice amount is $569.29 - my previous invoice that I received was $ ******. They added a $22.43 pickup fee which I am willing to pay. They increased my console fee by $23.50, increased my fuel surcharge - shredding fee by $49.74, increased my paper recycling surcharge - by $30.91 and added a Shred Transportation On Call fee of $197.65 and added a Shred Transportation Zone 5 fee of $90.00. When I called to try to talk to them about the increases and added fees they told me it was a valid invoice and I would need to pay it.I will agree to pay my regular bill amount and the pickup fee but am not willing to pay the extra fees.Business response
08/22/2024
Hi *******,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complainInitial Complaint
07/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I entered into a contract with Iron Mountain in 2020, and the deal was to store my boxes for $99/mo. After being a loyal customer, they started increasing my monthly fee to more than $250 a month! Now, I want to close my account and they are trying to charge me nearly $5,000!!! At first the lady estimated $2,500, but then they decided to add a ton of other charges and now they want nearly $5K.They are double charging me too! For example, they charge you X amount to retrieve each box plus an additional fee to permanently withdraw each box. Hello, youre removing the box and returning it to my office. But I have to pay a hefty fee on top of that because I will not be returning the box?! Iron Mountain also keeps increasing the cost per month for storage, but doesnt ask me to sign a new contract before the price increase and they dont even give me notice beforehand!This company is the worst. I am a lawyer and will be pursing my issues legally because this company cant continue to get away with this. I was shocked (but not surprised) when I saw all the other negative comments on BBB. This business needs to be exposed to the news media.Business response
07/31/2024
Hi ******* ,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.Initial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been doing business with this company since it acquired a local company. It has not been responsive and it cannot accommodate a business as small as mine. Its charges are extraordinary and increase with each billing cycle. They threaten me but they wont let me speak to anyone. Its telephone service is unaccommodating. It is impossible to do business with this company. It is so automated that one cannot reach a person to speak with. They lost a file of mine; they charge me for items I know nothing about and they are unresponsive. The company now threatens me with a negative credit report.Business response
07/31/2024
Hi *******************************,
Thank you for bringing this matter to our attention. We apologize for the poor experience youve had, as it does not encompass what we intend for our customers. We will be thoroughly reviewing your account and will touch base with you directly to discuss a resolution, as well as providing an updated response through this complaint.
Customer response
07/31/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
All Iron Mountain wrote was that they would "review my file." I've been through that with them before. ************************* called me, and I returned her call, but no contact yet. I am not encouraged. This has been going on for over a year.
Thank you.
FAQ
Regards,*******
Business response
08/01/2024
Hi *******************************,
We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon through the case with our escalations team.Customer response
08/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
We set a telephone appointment for 10:00 EST [sic] this morning. I planned for the conference and waited foe the call. It never came. ******, *********** sent a VM by e-mail saying her phones were giving her a problem. This is a huge company. I am a sole proprietor. This has cost me time and money. I cannot believe that ************ did not have at her disposal another telephone to use, even her own cellphone. This is a terrible company with whom to transact business.
Business response
08/21/2024
Hi *******,
We are sorry we were not able to resolve your concerns to your satisfaction. We will review your account again for any additional areas of opportunity to assist you. We will be in contact again soon through the case with our escalations team.
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