Iron Mountain Reviews 

If I could give zero stars, I would. This company and its audacity. You cannot speak to ANYONE! They only work through email, and as you can assume, a lot gets lost in translation. Their pricing is EXORBITANT! I abhor having to deal with them. To have 100 boxes destroyed and our account closed will cost $10,000! Their minimum monthly fee is $1,000 to hold zero boxes. I will now await my turn to speak to Duane Duncan [insert eye roll here]. He seems to be the only person at IM.

This review is for Mateo, not Iron Mountain. I want to take a moment to recognize Mateo Montalvo for his outstanding support throughout my escalation process.

While I have been very disappointed with my overall experience with Iron Mountain, Mateo was truly a bright spot. He was professional, responsive, patient, and genuinely helpful in navigating a frustrating situation.

Although my opinion of the company and its processes remains unchanged, I believe it's important to recognize employees who go above and beyond. Mateo deserves that recognition, and I sincerely appreciate his time, effort, and dedication to helping me throughout this process.

Thank you, Mateo, for your excellent customer service!

Horrible experience. If it would be negative stars or zero stars it would be that. Horrible communication, horrible logistics, horrible experience over all.

Iron Mountain has been billing us incorrectly and adding unjustified late charges on our secured storage for over a year. We’ve had a support ticket open for months with zero resolution. Every couple of weeks, they assign a brand-new person to our case, forcing us to explain the entire situation from scratch. They refuse to get on a call, keep us on hold, and pile on fees while ignoring escalation requests. Completely unacceptable customer service for a business vendor.

Absolutely horrible experience with this company. Their customer service is beyond awful. After discovering that I was paying SIX TIMES the price of identical service with their competitor, I set out to cancel the service and close my account. That's when the fun began. It took 27 days to close the account. You read that correctly. 27. Days. And that was after filing a complaint with my state's Attorney General's office to get them to respond at all. I will take our confidential documents and cut them into fine confetti with a pair of left-handed, dull scissors before I resume service with Iron Mountain.

Terrible experience! They took over Williams Data Management so we did not have a choice in the matter. They are difficult to get a hold of and to speak to the right people. Kept adding random charges on our invoices without us being told beforehand and it was super difficult to have them removed. Final pick up and bin removal was today and the guy used our restroom without asking and was in there for 30+ minutes while his things sat in the way of people's path.

Ordered 2 sweatshirts for work, after some time i recieved an email telling me said iteams had been delivered , a few days later an email saying i have been sent a refund, was a very pointless exercise. I ordered two sweatshirts on m and m direct which turned up two days after ordering, iron mountain workwear is a waste of time

Turns out we have been overpaying for years. When we finally gave notice we were leaving, we got a quote for 25% of what we have been paying!
Then, a HUGE bill to quit!
They have been ripping us off for years.

WOST COMPANY EVER!! They hold your documents hostage and charge you whatever they want. 50% increase for no reason. Try asking for help with customer service, no one replies. I would stay clear of Iron Mountain and/or end your contract as soon as possible.

I would like to recognize your driver, Seh Cho (Aurora, IL), who did an outstanding job swapping out our shred bins. He went above and beyond by acknowledging that we are moving and needed service beyond what the order called for.

I would give less than that if possible. The absolutely worst customer service. Their payment policies are beyond ridiculous. We got charged $20 for writing a check (that cleared by the way), Then we wrote a check for the $20 for that fee and they charged us another $20. When we didn't pay that they put us on a credit hold. DO NOT USE THIS COMPANY! You will want to pull your hair out!

BUYER BEWARE. DO NOT SIGN A CONTRACT WITH THIS COMPANY WITHOUT CAREFULLY REVIEWING EVERY FEE AND CHARGE.
Our experience with this company has been extremely frustrating and disappointing. What we understood to be a straightforward service agreement has turned into significantly higher monthly costs due to fees and charges that we did not expect, did not request, and do not believe were part of the pricing originally presented to us.
Under our original contract, we were supposed to pay $25.00 per month for each console or 65-gallon container. We have three of each, for a total of six containers. Based on that agreement, our monthly cost should have been approximately $150.00.
Even at the company's stated rate of $31.25 per container, six containers would total only $187.50 per month.
Instead, we have been hit with additional charges that have driven our costs to approximately 250% more than what we understood we agreed to pay.
They have been charging us 250% increase from our actual contract and for our exit costs, it's so much high that we can't terminate, it feels bait and switch. DO NOT WORK WITH THEM!!!!

The customer service here is ridiculous. They also make everything incredibly difficult. They have multiple portals for different things, and when you call customer service, they say that its not their department and they cant transfer the call. All of this just to schedule a bin pick up. I would never recommend this company to any of the companies I work with. Unfortunately we got stuck with them because the company we were with got bought off by them.

We had a great experience this last time as Kevin Darton's service in picking up shredding was superior. He was kind and checked to make sure all of our files that needed to be removed got removed. He made a phone call to check for additional space for some extra shredding we had. He was courteous and helpful.

Worst customer service ever, All calls go to a Call center and you end up trying to talk to someone you cant understand then they give you a different excuse and promise that someone will contact you and they never do. And then they try to charge you for missed pickup that they never confirmed date and time to begin with. I HATE this company . **UPDATE: 10 days later - After the beautiful company response here, from Duane - I thought Finally - someone that might help! I Emailed Duane and he responded within the hour! - more promises and then I got an email that the pickup would be this Thursday. Many emails trying to confirm pickup time as the office is closed and we have to send someone there to meet them. All emails ignored and they never even attempted to pick up the bins today. Really Unbelievable - Strongly suggest NOT going with this company

The costs to recover your own documents and to destroy them are incredibly abusive. They have no official price list, increase prices substantially every year and hold you hostage when you want to leave by charging incredibly expensive fees to "exit" your files and destroy them. Engage with another reputable 3rd party to destroy your documents at a quarter of the price. I would avoid this company. There are much better options out there.

Shockingly poor company. If I could give no stars I would.

Examples:

Charged me $400 a month to store 120 cartons. Their fees increased by around $80 a month every year with no reason (number of cartons didn’t change). When queried I was told “operating costs.”

Customer support didn’t know what was happening between one call and another.
At one stage I was harassed by phone calls from Australia about overdue invoices on an almost weekly basis, although I had an automatic payment in place. I needed to ask for comms by email. That request was not met so I stopped answering the calls.

(The overdue amounts had arisen because of the annual increase which I hadn’t been told about so hadn’t adjusted my automatic payment by the $80 a month. I’m talking small amounts overdue.)

Cost me $2800 to close down my contract, have 13 boxes delivered to me and have the rest destroyed: I negotiated this down from their initial quote of $4000.

As a final example of how bad this company is, it took 8 weeks from payment of that $2800 to deliver those 13 boxes. In that time I was sent demands for payment of overdue invoices. I explained that the account was closed and I would not be paying any further invoices. The emails continued to be sent.

I asked that I be phoned on delivery day to ensure I was onsite for the delivery, that didn’t happen and the boxes were just dumped at my workplace on a random day with no indication they were coming.

Never, never again. So many better options out there.

Edited 12/9/26 - after posting this review I received an email saying someone local would be in touch. Have not heard anything since.

One of the worst companies dealt with from all angles - customer service, accounts, fees and procedures. In each email they ask for feedback, but clearly do not take it on board or even try to improve their services. Some of the staff who eventually helped where nice people and they of course do not make the rules, but how they work for this company is beyond me. If you can avoid using them - please do!

I chose Iron Mountain because I thought they had a good rep, seeing all the trucks around NYC. What an absolute nightmare. So many miscommunications, one hand not knowing what the other is doing. They came when our office is closed, both during drop off and pickup of shredding bins. After they picked up, they emailed that they are on the way. They waste their own time and well as mine. Other places are cheaper. I thought spending a bit more would make a real difference. How hard can it be???

I would give 0/5 stars if I could. Our clinic has been trying to close our account due to their insanely high prices for months. Their customer service will tell you again and again they’ll escalate it and get it handled but never do. Please do NOT use these people. We ended up having to reach out to their upper upper management by finding their emails on linked in and waiting for their response. It’s been 4 months of us trying to close our account and when we paid, they said we still have a balance.