Iron Mountain

Iron Mountain resolved this complaint with the customer on FebAs background, Iron Mountain mistakenly contracted and billed the customer for a more frequent level of service that the customer did not approveThis initial error was due to a data entry error. We also committed secondary
errors when the customer called to ask us to fix this issue, which did not happen as easily and as fast as it should haveThis mistake was due to a customer service agent that required further trainingWe have administered this coaching and credited the customer the money we shouldn't have chargedLastly, we sincerely apologized as this isn't representative of how we strive to please our customers and conduct business

Iron Mountain has been working with Ms*** since April 23, shortly after she posted her complaint to Revdex.com. We apologize to Ms***, both for the billing issue as well as the diffficulty she had trying to resolve the issue through our customer care
channels. As Ms*** knows, we're still working to correct this problem for herThis is taking longer than usual because our systems show that Ms***' organization is not a shredding customer nor owes any balance for shredding services as she described in her complaintWe're sorry for the aggravation and inconvenience, and we hope to have this resolved imminently

We have apologized to Ms*** and credited her account as she requersted. During our conversations together, she raised a separate billing issue that we're working to resolve now

Revdex.com:
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. I just grabbed the way it is addressed - Accounts Payable Magnolia Property Management *** * *** *** *** TX *** This takes it to a whole new level if you can't find my account and yet, I still get bills On 3/4/15, I spoke with *** who stated that she would correct everything Obviously, she didn't.A small speck of history, when we decided to discontinue your service, it was because of missed pick ups and then when it was canceled, we had to call twice for it to be picked up Couple that with the guy that ended up picking it up was at our office for a scheduled shredding service He was confused and not a happy guy because we told him that it needed to be gone. ***

Revdex.com:
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,
*** ***

Revdex.com: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 # [redacted]. Please add your rejection comments below. 
The response will be rejected until solved. I was contacted this morning but until this is resolved and I have evidence of our account closed with this company this complaint will remain open!
Regards,
[redacted]

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for contacting Iron Mountain. This issue has been sent to our Customer Advocacy & Customer Care teams for their attention & action. You should receive a response promptly. Kind regards,[redacted]

Revdex.com:
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 # [redacted].  
Iron Mountain has not reached out to me to resolve the issue.
Regards,
[redacted]

Hi [redacted],Please follow up directly with me at [redacted] and I will work with our customer response team directly to help resolve this. Thank you.-[redacted]

I have contacted the customer directly, asking for additional information regarding his issues to help find the appropriate resolution.

Investigating complaint with our Customer Advocacy Team. They will follow up.

Revdex.com: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 # [redacted]. Please add your rejection comments below.   NO, you will contact our office since your company does not know how to provide adequate customer service. Anyone who places a call to your company gets the run around. You have 24 hrs to contact this office at [redacted] and resolve the entire issue or we take legal action. The fault is on your end completely.
Regards,
[redacted]

Customer Programs Supervisor spoke with [redacted] on Tuesday, Jan. 12. There was a closure request for the account. Unfortunately, Iron Mountain was emailing an invalid email address which is why [redacted] never received the email with the termination quote.  Iron Mountain has agreed to waive all storage costs associated with the account closure which would be a credit of about $1000. To close the account we would bill them only for the destruction services. The cost for that is just over $1400. A quote to [redacted] on Jan. 12; she agreed to to review the quote and respond on Jan. 13.

At the time of complaint submission (7/26/2017) Iron Mountain’s customer support team had already been in contact with the client via phone and email advising them of the time line to close, as well as providing them a direct point of contact. On 7/21/2017 an email was sent to the client stating...

their last service date would be 7/27/2017 and the final invoice would be billed in accordance to their next billing cycle.

Mr. [redacted]-Please contact me directly at [redacted] with your cr and your complaint and I can have our customer advocacy team solve this directly. Thank you.-[redacted]

I am investigating this issue with our Customer Advocacy Team and will have them follow up. Kind regards,[redacted]

Revdex.com:
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 # [redacted].  
 I was out of the office when I received my last communication from Revdex.com so I could not respond before it was closed but Iron Mountain has not refunded our account. Please re-open this complaint. Thank you.
Regards,
[redacted]

We responded to Ms. [redacted] on Thursday, Jan. 22, immediately after seeing her complaint. She had good reason to be frustrated, as she was still receiving calls from our team about the status of the documents and information of her former employer. Compounding her frustration was that...

she had tried to work with our customer service team to have herself removed as our service contact. We investigated and found that she was still listed in our customer-relationship system as the service contact for her former employer. While we had already deleted her in the primary fields where we capture contact information, we had failed to notice other instances where her name and contact information remained in our system. We fully removed all instances of her name that same day and then communicated the fix to Ms. [redacted]. We apologize greatly.

Revdex.com:
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 # [redacted].
I have contacted [redacted]'s supervisor and have explained the situation. I am waiting for a response. 
Regards,
[redacted]