Advisory of Potential Service Disruptions

October 2, 2015

Dear Valued Customer,

As the potential for inclement weather builds in the coming days, we want to assure you that Recall is taking proactive steps to protect the information you entrust to us.  Our Risk and Security teams have been monitoring the storm activity and coordinating preparations of our Information Centers with the local Operations teams.  We are also in close communication with state and city authorities, related to emergency management procedures.

The impact of the storm is unpredictable; however the current track may cause some delays or stoppages in service.  Recall will take measures to ensure the security of your information and the safety of our employees, which would be the determining factors of any service disruptions.  We will be posting service updates for local operations on ReQuest Web and on

Should you have questions, please contact our Recall CARE Teams at: 

                  Recall/CitiStorage Local Team                               1-718-782-1100, #2

Document Management Services (DMS):                                 1-866-732-2555

Thank you for selecting Recall for secure storage of your information management needs.

Update: Company Statement Regarding Fire at Recall CitiStorage Facility

February 2, 2015

Over the past two days, since a fire impacted a Recall Information Center in Brooklyn, the company has been executing a rapid and comprehensive response to the incident. Once employees were safe and accounted for—and fortunately no serious injuries were reported from first responders or individuals in the neighborhood—the company was able to focus its concern on the security of customer information, which had been stored in the facility.


Recall’s strategic response has included:

  • Recall created an on-site incident command center, shortly after first responders arrived on the scene. This center is led by Recall’s head of security and includes operations personnel who are managing the situation in the field and working closely with city and fire officials


  • Recall has deployed a disaster recovery and property damage team that is conducting document retrieval in all areas adjacent to the building including the shoreline, as well as in the East River by way of boat operations. More than two dozen skilled personnel have already collected a significant amount of documentation. Efforts will be continuing this week


  • Recall has established a team of dedicated customer service representatives who are communicating with affected customers and addressing key concerns. Supporting customers remains the priority and Recall is committed to keeping all customers informed. If you are a customer with any questions or concerns regarding the fire, please call 718-782-1100 or email


With regard to the Information Center itself, it is still too early to determine the cause. The company is committed to working with local fire authorities and fully supporting the investigation. As more information becomes available, Recall will provide further updates.

We wish to thank our customers who are being incredibly understanding during this aftermath and the men and women of the FDNY firefighters and other emergency personnel working on the facility.

Contact information:

  • Customers please direct your inquiries to718-782-1100 or
  • Media questions or inquiries should be directed to David Sprague: 781-684-6254 or Amanda Fountain: 781-684-6531 or


Company Statement Regarding Fire at Recall CitiStorage Facility


February 1, 2015


On January 31st, a fire impacted one of our two information centers at 5 North 11th Street, Brooklyn NY. Fortunately, all our employees were safe and no injuries were reported as a result of the fire, other than a report that a neighbourhood resident suffered slight smoke inhalation.  However, the building and all its holdings appear to be a total loss. It is too early to determine the cause, however, we are working with local fire authorities and fully supporting the investigation.


Recall is grateful to the men and women of the Fire Department of New York (FDNY) and all emergency personnel for their dedication battling this fire, especially given the severe winter weather conditions. Recall is communicating directly with all customers that are impacted by the event, and the Company is working to confirm the status of assets stored in the Information Center. Supporting our customers is our priority at this time and Recall is committed to keeping all of its customers informed.


FDNY authorities and likely other government agencies will be investigating the cause of the fire and Recall has and will continue to cooperate fully with investigators in this regard.  At the conclusion of investigations into this incident, Recall will examine the findings so that we can continue to make our facilities as safe and secure as possible.


The Brooklyn Information Center, like each of Recall’s 300+ information centers, had a robust fire detection and suppression system. According to all accounts, the Recall fire detection system and sprinkler systems were activated early Saturday morning in response to a small fire in the warehouse.  At this time the system automatically dispatched local fire authorities and sprinklers were activated in the affected zone.  The fire department arrived quickly and addressed the minor fire and then turned off the sprinklers.  After approximately 45 minutes, the fire department departed the premises and Recall contacted the sprinkler company to reactivate the system.  Less than an hour later, a Recall employee identified smoke coming from the same zone as the first incident.  Once again, the fire system automatically notified local authorities. Fire authorities quickly arrived, but unfortunately the sprinklers remained inactive after the first incident and the fire was not able to be contained.


The Brooklyn Information Centre is insured and the fire is not expected to materially impact financial results as the facility held less than 1% of Recall’s global holdings.


Recall has mobilized additional resources to address specific concerns:

  • All customers please direct your inquiries to 718-782-1100 or
  • Media questions or inquiries regarding the fire should be directed to David Sprague:781-684-6254 or Amanda Fountain: 781-684-6531 or