I had some documents that have accumulated at the office over the years, enough to fill up 3 banker's boxes. I put in an order for Iron Mountain to shred them and here's my experience. Initial order This was straightforward. I placed the order online, and in theory, someone was supposed to contact me to set up scheduling and onboarding. Four days later, I still had not heard back, so I sent them an email. Eventually, someone reached out and I provided the requested details. Scheduling After that initial contact, it was several days before I heard back again. The designated account representative was slow to respond. I sent another email to their support and then got my pickup date from my dedicated representative. I wasn't given a specific pickup time, so I sent several more emails, as I still had no assigned pickup time. End result After a few more emails, I finally received a pickup window. They said they don't provide a specific time until the day of. I wondered why that information couldn't be given earlier. In any case, the pickup window was from 12pm to 4pm, which seemed reasonable. The gentleman showed up around 1pm with a locked plastic bin, and he was very friendly and answered my questions. This part was the smoothest of the entire process, actually getting the work done. The coordination beforehand took the most effort. Conclusion There are several companies that offer shredding services, but if you have five boxes or fewer and want to pay about $100, then Iron Mountain appears to be a solid option. While the communication and scheduling could be improved, based on my research, they have a strong position for smaller shredding jobs. If you know of other options that might be better, I'm open to suggestions for future projects. Otherwise, these are likely the company you'll want to consider. read more

Used a small local storage company to store my file boxes. Iron Mountain increased the rate more than 100% so I am requesting them to terminate my account so another company can pick up my boxes. When Iron Mountain created their Termination Worksheet, they put a bogus amount in Outstanding Invoices. I sent them proof showing the amount should be considerable lower. They responded by increasing their original amount. Every time I eventually get in touch with them and explain it, they have to get in touch with their billing department and get back to me. This has been dragging on for over a month. Very frustrating to deal with and difficult to understand their employees. read more

An absolute nightmare to deal with. Customer Service barely speaks English and they are oblivious to the world. I told them to reschedule a pick up due to a blizzard. I had to explain to them what a blizzard was. Do yourself a favor and skip over this company. read more

This company charged my firm for shred boxes that did not exist and charged our firm for money not owed. I would recommend to look at other companies for your shredding needs. read more

Wants to charge my firm extra to pay by check. Forcing their customers to pay by ach. Is charging my firm for bins they did not service. Absolute horrible customer service. Either they are not listening when the customer speaks or they are having a hard time understanding. Everytime I call I get someone from India so I dont know if it is a language barrier. When you call in with an issue, you get a case number. You can not call and follow up on that case number. The rep advised that since they are not a part of the team assigned to case they cant provide update and they cant transfer you. Advise they will have someone from that team call me back and I am still waiting 2 days later. I had bins removed and cancelled my service on 8/1. Today, 8/5, they came to service bins. When I called to have service stopped, again, I had to repeat my self at least 5 times that we have no bins to service as the rep wanted to keep telling me when my next service was scheduled. 100% do NOT recommend this company. I have switched my shredding to Hill Archive. read more

Do everything in your power to not use this company, they are absolute shit at communication and dealing with them feels like you are pulling teeth while watching paint dry. I have nothing positive to say about my interaction with them over the last year and a half. You have to pretty much do their job for them. They set deadlines then completely miss their set deadline and force you to follow up several times for a resolution. Emailing their managers doesnt help cause theyre just as bad, and the odds you receive a response is closer to zero. I wish nothing but the worst for this company. They have caused an unnecessary amount of work for me and my coworkers read more

We have been storing our extra documents with Iron Mountain for many years. This year, they suddenly added an extra $150/month charge in the middle of a contract. We are a small company and have to close the account, particularly with the extra charges. We tried to resolve the billing extras and no one could explain what they were. To close our account and retrieve 215 boxes, we were told it would cost over $9K, more than 2 years of storage plus $3000 more as our contract auto-renewed 2 days before. It took almost two months to get this info, and even then it was inaccurate. The cost is too high, and traps you in it. While it should cost some money to close an account, this is unfair business practices. read more

Zero stars is too high. They started ghosting me the moment I told them I wanted to cancel my service. Now no one returns my phone calls or emails about retrieving my documents to close my accounting in the meantime, they keep billing me and the contract is set to auto-renew. Do not use this company unless you never want to see your documents again and you want to pay for storage to perpetuity. Customer service agent actually suggested that I should try calling customer service back and then lie by telling them that I changed my mind and don't want to cancel and then, once my account is no longer flagged for retention, to request my my original paper documents be sent back to me for audit reasons and then once I have all of my documents safely in my possession, just stop paying them. It's that bad and they know this on the inside. Why else would an agent suggest this? read more

Iron Mountain is the absolute worst!!! One star is too generous of a rating! We arranged to have over 50 boxes picked up for storage. The appointment date/time set, which was today. Note, I said 'was'. Prior to today several calls were made to Iron Mountain to even modify the order details because we had to add boxes. So now today is the big day. The pickup is scheduled to happen between 1:50pm and 4:30pm. Truck shows up at 4:40.. THEN our boxes can't be taken because they don't have Iron Mountain labels. We weren't told about labels. WHY WOULD YOU SCHEDULE A PICKUP IF YOU HAVE NOT YET SENT US THE LABELS FOR SAID PICKUP??!!!?? We get on the phone with Customer Support...WTH??!??? We're being charged for rush delivery of the stupid labels. Why, we asked. That's the way it is, she said. How much, we asked. I don't know, she said.. Can I speak to your Supervisor, we asked. No, she said. Iron Mountain please get your act together. Our agency tolerates you...for now. You're robbing companies and providing garbage for service. FIX IT!! read more

Too bad you cant give a zero stars. After to a certain time and making all the needed arrangements on my end Iron Mountain called to say they were coming 3 hours early and they never committed to the later time, even though I have the paperwork to say otherwise. AVOID USING THIS COMPANY!! read more

How is this company still even running. This company is horrible. They have no idea what they are doing. Worst customer service experience I've ever dealt with. Run while you still can. read more

worst customer service that I have ever deal with. I arrange all my part to cooperate with them for pick up and end up they reschedule my pick up date without letting me know. If not that I had been waited all day and no one come, I called to find out. I would have no idea that they changed my date. read more

If we could, we would rate them 0 stars. They took a very long to communicate with us and then when it came time to delivering boxes that were stored at one of their facilities, they had internal miscommunications about timing of the pickup and delivery. They had to reschedule because of the lack of internal communication and coordination between their teams. When we finally got to had the boxes delivered, we were notified a month later that they forgot one box in the delivery. They took another week to be able to schedule a time slot of the delivery. Absolutely terrible customer service to boot that is non-responsive or is contradict between one person and another. read more

Absolutely HORRIBLE incredibly BAD customer service (I'd give them a negative review if it was possible). Don't use them, save yourself the trouble/headache-problems......... go elsewhere read more

This is the absolute worst company I have ever dealt with - one star is too high. Go anywhere else. Run. They were awful and records management (thank god that is done) and now are proving to not understand what biweekly shredding is. The absolute worst. Go anywhere. read more

Dealing with this company was one of the worst experiences I have ever had in my life. We signed up for monthly paper shredding service, who would think that I would ever have to think about how to trow out my garbage after signing up? We signed up for recurring billing, They never charged our credit card they had on file, despite 100's of phone calls and emails to their billing department (no exaggeration). Then we finally got through to someone who charged our card for multiple months and told us our account was paid and in good standing. Then a few days later we got a call from COLLECTIONS COMPANY!! They sent our fully paid account to a collections company!!! DO NOT EVER WORK WITH THIS COMPANY UNLESS YOU WANT TO RUIN YOUR CREDIT. Their billing is disorganized, no one cares to even call you back, there is no follow up at all and they are way more expensive than any of the other options in New York. They have no clue how to run a business. read more

One of the worst companies to have to scan your charts. The ordering of the supplies is easy and the drivers are usually friendly, it is just the customer service via the phone that is ridiculous. I had an order scheduled for last Friday, waited the whole day and nobody came, this was after i spoke with three different reps throughout the day that assured me someone would be coming to pick up the boxes... what gives? come monday... still nobody came to pick up the boxes and after speaking with two different reps again they had to create a new order to schedule for a tuesday pickup and today is tuesday the guy comes to pick up the boxes but didn't bring any labels and said there were no orders to bring labels... another five phone calls later the customer service reps are trying to charge me extra for a "rush order" when it was suppose to be delivered LAST WEEK? like come on...what gives? And the part that i hate the most is that i have to repeat myself EVERY single time i get on the phone with a new rep... like what is the point of having an order # with all my info on it if i have to repeat myself every time... and when they accidentally hang up on you they never call you back, nor do they call you back with updates even though they promise to do so... and then you have to go through the whole process of confirming yourself all over again... whats the point of confirming my phone number if you don't even bother to call me back? for businesses out there do yourself a favor and find a different company... read more

This is the worst experience I have ever had in my professional career, conducting business with Iron Mountain. Please save yourself the trouble and don't even bother working with them. We use them for shredding services and the transporting team will literally cancel your pick-up or swap out if they "feel" like it and there is NO repercussion for this lack luster approach to customers. The customer service team is somewhere a world away without any true connection to the delivery team so the can not do anything except take another request and hope that the transport team comes through. I am cancelling there service and I will NEVER use them again as a professional. I would give them no stars if I could. read more

Customer Service is TERRIBLE. Representatives take weeks to respond if they ever respond. They don't follow up on anything unless asked multiple times. My company has been trying to close an account with Iron Mountain since May 2016 and still have not been able to do so. Still, despite our repeated attempts to cancel this account, we continue to receive bills from them each month. This is nothing short of fraud. We would not have accrued such fees if this company had been responsive to us and cancelled our account a year ago. read more

Dealing with this company is like trying to reinvent the wheel every time you call them. I try so hard to be patient, but you ALWAYS get someone with a heavy accent and you are ALWAYS on the phone for ridiculous lengths of time. They sight protocols for all the delays and inconveniences...meanwhile I was a customer of time moving and storage for over 20 years and never ever had an issue with them, or inconveniences like this! read more

No stars for this company. But I had to provide one to be able to post. This is the worst experience I have ever had with a vendor in my 20+ years of handling operations. There is no accountability, no communication, no customer service, not a care in the world for their customer base. The scheduling is based on when they are available and not your actual hours of operation. Repeatedly they would schedule pickups for after hours then BILL us to reschedule when we were open. I don't understand how the better business bureau allows them to operate in this manner. It is a complete scam. Save yourself the headache, whatever issues you're experiencing with your current shredding vendor, stick it out or seek someone else. Iron Mountain is not worth the switch or the higher pricing. Complete incompetence and disregard for their customers. read more

Absolutely terrible in every way. Very expensive. Incompetent, unhelpful customer service. They acquired an inexpensive, efficient storage company that my company was working with before and suddenly everything became tremendously convoluted and frustrating. AVOID. read more