Complaints
This profile includes complaints for Fields Data Recovery's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent a computer here for data recovery and was told I would not be charged if they were unable to fix the issue. They were unable to fix it, they still charged me and kept my device.Customer Answer
Date: 11/14/2024
I sent a computer here for data recovery and was told I would not be charged if they were unable to fix the issue. They were unable to fix it, they still charged me and kept my device.
Business Response
Date: 12/02/2024
Client PC, data, and clone were shipped on November 15, *** tracking number 1ZV5E961P250030478.Customer Answer
Date: 12/08/2024
Complaint: ********
I have reviewed the business' response and am rejecting it because I ask you to read the letter below. I had uploaded this justification with Exhibits noted in the body below:EL Family Dental
****** ****
********************************************************************************
**************
Re: Fields Data Recovery Dispute of Charges
Dear BBB:
I am ****** **** (also referred as EL Family Dental and ******* Le) and I am disputing the **** charges of Fields Data Recovery (hereinafter, Fields) which never recovered any computer data, in particular recover the **2000 Dental Software and its files. I also seeking intervention by BBB to receive my refund. Fields charged my **** $6,039.21 for services it did not perform. Fields own email to me states that due to computer lack of functionality, a clone cannot be created (See Exhibit 14) and therefore data recovery and clone was impossible.
Below is a summary of the events that support the dispute of the charges and total refund to me. The hard drive and computer were returned to me by Fields only after I contacted the Better Business Bureau to file a complaint.
I use ** 2000 Dental Software for my work. In August 2024, my computer herein stopped functioning. I hired the services of **************** Recovery (hereinafter DriveSavers) (Exhibit 1) which sent me a shipping label (Exhibit 1A) on August 27, 2024. DriverSavers quoted to me a price of $4,900 to recover data on the computer (Exhibit 2) and later discounted it to $1980 (Exhibit 3) if data recovery was successful. *********** informed me on September 3, 2024 that the prior chain of events on the computer were destructive and it could not recover the data (Exhibit 4). DriverSavers shipped the computer back to me on September 12, 2024 (Exhibit 5) and sent an invoice for $0 dated September 11, 2024 (Exhibit 6) as it could not recover any data from the computer. I was hopeful to find another data recovery service to find a solution.
Thereafter, I tried the services of Fields Data Recovery on September 12, 2024 (Exhibit 7) which guaranteed to me, through conversations with its Account Manager ****** ******, that Fields will recover data and most importantly recover the ** 2000 Dental Software program for my work and patient files. As per the email annexed as Exhibit 8 and dated September 12, 2024, Fields offers free diagnostics evaluation. The hard drive of the computer was shipped to Fields on September 13, 2024 (Exhibit 9)as per their instructions.
On September 19, 2024, Fields sent an invoice and charged my **** credit card $6,039.21 (Exhibit 10) but no files were actually recovered from my hard drive.
Fields shipped my hard drive with clone on or about October 10, 2024 after invoicing the work (Exhibit 12).It is noteworthy that Fields never explained the reason for the shipment delay since it alleged it recovered files on September 19, 2024.
There were no files for me to open on the hard drive and clone (another hard-drive type of device) sent to me by Fields, as confirmed also by computer specialists. For computer IT technical assistance I turned to the President and CEO of ** 2000 (See Exhibit 15) **** ********* who stated that whoever attempted to restore the computers data did not restore the ** 2000 Plus Dental Software program or files at all. None of the files could be opened.
On October 11, 2024, ** 2000 President and CEO **** ********* and his IT specialist remotely reviewed the hardrive and found that no data nor the ** 2000 Dental Software was recovered by Fields. These two specialists informed me that the clone hard drive was empty. Attached as Exhibit 15 is a letter from ** 2000 about their review of my computer hard drive clone after I received it back from Fields the first time and after Fields returned it to me the second time.
I contacted Fields about the problem and Fields informed me to send the hard drive clone and the entire computer desktop box again to Fields on October 11, 2024 (Exhibit 13). I constantly communicated with Fields as my work was harmed by the lack of availability of patient files, my calls were ignored and all numbers that I contacted blocked me. I would call of Fields phone numbers, including ************** and I was told by a robo response that I am not allowed to call this number from my number. I was just shocked when I learned that Fields blocked my communications and was holding on to my computer with confidential files that I entrusted to them.Fields breached the trust given it knowledge of the data to be recovered. A call to this number to this date is blocked from my phone; however, the call goes through any other number. I continued my communications with *** ***** at Fields only through emails.
Annexed as Exhibits 14 and 14A are communications between me and Fields which demonstrate that Fields did not perform the service it was retained to perform to recover the ** 2000 Dental Software and dental practice files. As per the emails, Fields confirms that the computer is non-functioning and it does not guarantee it to be recoverable despite representatives ensuring that ** 2000 Dental Software would be recovered together with its files. Moreover, Fields confirms that cloning of the data (which includes the dental software program) cannot occur if the computer is non-functioning in summary of the email communications between me and Fields combined in attached Exhibits 14 and 14A. I should not pay for a service that I never received for data recovery. Below is a summary and timeline of our communications (See Exhibits 14 and 14A) after I sent to Fields the computer the first and second time.
September 12, 2024 I sent the computers hard drive to Fields following my oral conversations with Fields and guarantees to recover data, in particular ** 2000 dental patient information and records.
September 16, 2024 I receive the Terms and Conditions (Exhibit 19) the first time from Fields.
September 16, 2024 - I receive a welcome email from Fields (Exhibit 20) after I already sent my computer to Fields and engaged their services based on company guarantees that my data, in particular from ** 2000 will be recovered on the non-functioning computer.
October 12, 2024 I complain to Fields that they turned off the phones for my calls meaning my number is blocked and computer is in possession of Fields.
October 18, 2024 I express concerns to Fields that it takes a very long time. I also been calling Fields and am ignored as I hear a robo recording that not allowed to call this number.
October 21, 2024 I email Fields begging to be called back or answered.
October 21, 2024 Fields responds that if the clone does not work, then Fields cannot do anything about it. Fields also alleges that it provided me access to data but I and several computer specialists cannot access data as the computer is still non-functioning and the clone did not have any viewable data recovered.
October 22, 2024 Fields responds that the computer is non-functioning its Windows Operating System is corrupt and the reason why the clone will not boot. I must emphasize that I attached the hard drive clone to a different computer and still none of the files on the hard drive existed, nothing was recovered regardless which computer I tried to access the alleged data recovered. This is in complete contradiction that Fields has sent a functioning clone with the files. Fields states that we cannot boot a clone in our lab and this is why it provides no guarantees. A clone is a mirror image of the original device so the original issue will be present in the new clone. We do not fix clones or original media. The data provided will be accessible but unfortunately this is the best possible recovery we can provide. (Exhibits in 14/14A) Fields was never able to recover data, failed to recover the ** 2000 dental software and failed to create a clone as the computer system was corrupted and non-functioning per its own statements. I never agreed to be charged for Fields failure to recover the files. Fields told me verbally that I would be charged if it can recover the files and it did not.
October 27, 2024 I complain that the computer is not fixed. I explain to Fields the importance for me of the **2000 dental software and its files.
October 30, 2024 I communicate with Fields that I was promised data recover, which included the ** 2000 dental software, for what I was charged and later I was told there was no guarantee for recovery and am charged.
October 30, 2024 I am informed that there are no guarantees of cloning work.
October 30, 2024 I ask for the return of the computer. I also ask for return of the fees charged given that Fields did not recover any data that is viewable and actually opens on a fully functioning computer to be viewed and utilized.
This request for return of fees charged is consistent with Fields Terms and Conditions (Exhibit 19) which states as follows:
Term 4.5: Fields Data Recovery agrees that any payment for a recovery will only be processed in the event that data is successfully recovered from the clients media. The client understands that due to the complex nature of data recovery, it is not always possible to recover all the information from the clients media.
(Note: I received the Fields Terms of Conditions after I received guarantees for data recover and sent them my computer hard drive device.)
November 1, 2024 - Fields claims that the data is under a specific file link; however, there is no data viewable and files to open on any links or hard drive clone sent to me by Fields. Computer Specialists including ** 2000 Dental CEO and President **** ********* cannot open any files/clone sent to me by Fields after both returns of devices to me. The availability of viewable files is a misrepresentation by Fields. (See Exhibit 14A)
Note: November 13, 2024 I filed a complaint with Better Business Bureau in ******** (Complaint # ********). Fields had still not returned physically my computer and hard drive clone.
November 20, 2024 I was asking to speak with Fields and am very concerned that I am completely ignored.
November 21, 2024 I inform again Fields did not do its work.
November 21, 2024 Fields informs me it will not communicate with me due to his request to chargeback the Fields invoice.
Fields continued to hold the computer hostage as of November 21, 2024 and deprived me of access to files and denied me to further look for solutions. It was only upon my complaint to the Better Business Bureau that Fields shipped the computer with hard drive back to me on or about November 25, 2024. I hired again computer technicians in reliance on Fields false promises that it recovered data causing me additional financial expenses when I received it back finally from Fields. All technical experts review indicated that Fields never stored data and the ** 2000 Dental Software as presented in in Exhibits (See also Exhibit 15).
I sought the assistance of ************ to try to find the data as promised by Fields. Annexed as Exhibit 15 is a letter dated December 3, 2024 from CEO and President of ************* which states that **** ********* and his IT staff were not able to find any allegedly restored data on the computer. This letter attests that ** 2000, **** remotely accessed my computer data on the hard drive provided by Fields several times, and determined that whoever attempted to restore data from the damaged computer did not restore the ** 2000 Plus Dental Software program or any files.
I contacted the Better Business Bureau (hereinafter, BBB) (Exhibit 16) on November 13, 2024. Annexed as Exhibit 17 is a December 2, 2024 response email from BBB with Fields response. As per Exhibit 18, Fields response to the complaint was that **,data, clone shipped. This Fields response to BBB fails to address the following:
the fact that the data was never recovered successfully;
that the clone did not contain any viewable files and this is known to Fields that I had no data to view following its alleged data recovery process;
that Fields was informed by me that my computer was corrupted (based on my prior data recovery attempt) and Fields already knew in advance that the corrupted files could not be recovered successfully (as per its own email admissions) and viewed by me yet Fields staff guaranteed recovery of the files which induced me give Fields my **** card information that was abused by Fields [Fields September 19, 2024 email alleging data recovery information was intentionally deceptive and impossible and was used by Fields to justify charges to my **** (See also Exhibits 14 and 14A];
that the ** was non-functioning as per its above-mentioned emails and therefore Fields could not recover data, that the clone could not be created due to the non-functioning computer as per Fields admissions;
that ** 2000 Dental Software was not recovered;
that the response fails to address that Fields wrongfully charged me for services that were never performed and caused unreasonable delay to return the computer and for me to further seek solutions; and
that consistent with Fields own Terms and Conditions, it is obligated to refund to me the $6,039.21 for its services if data is not successfully recovered.
To this date, I do not have data recovered and I am completely paralyzed as I cannot work.
I ask for a full refund of the $6,039.21 charged by Fields to my **** credit card. The entire experience with Fields has caused me additional hardship and prevents me from using the dental files. I ask for **** and BBB intervention to seek the refund.
Sincerely,
****** ******* **** (aka ******* ***) /EL Family DentalBusiness Response
Date: 12/10/2024
Thank you for reaching out regarding Mr. ***** concerns. Fields Data Recovery takes all feedback seriously and remains committed to upholding the highest standards of customer service in line with our ******************** accreditation.
We would like to note that this matter is currently under review by Mr. ***** credit card provider through the chargeback dispute process. The chargeback process is designed to independently assess the legitimacy of charges and provides both parties the opportunity to present evidence.
Given that:
- Mr. **** has already pursued a chargeback for the amount in question and lost,
- He has initiated a second chargeback (which remains open),Fields Data Recovery believes it is appropriate to resolve the dispute exclusively through the credit card companys process.
We understand the frustration Mr. **** has expressed, but addressing the same matter across multiple channels creates duplicative efforts and undermines the structure of the chargeback resolution process.
As the chargeback process is the designated mechanism for resolving this financial dispute, Fields Data Recovery is focusing its efforts there. Should the BBB require any additional information regarding our practices or adherence to our stated terms and conditions, we are happy to provide it.
Thank you for your understanding, and we appreciate your ongoing commitment to ensuring fair and balanced resolutions.
Initial Complaint
Date:11/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used their service to recover data on an SSD drive. They told me the first attempt did not work but if I used their detailed 'scrub' it may work. If the data was not recovered, I would receive 50% of the cost back. To this date, I still have not received a refund. I called once, emailed once, and sent two letters, no response.Business Response
Date: 11/11/2024
Client paid $1,204.17 to attempt recovery services. This fee was non-refundable, and a secondary fee was due if the recovery was successful. We apologize for the outcome in this instance, but the entirety of the initial fee was non-refundable.Initial Complaint
Date:10/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Scam Business claiming to be Data Recovery I first spoke with Fields Data Recovery on Sept 19 about data retrieval from a damaged drive. I was told that they have a very high rate of success for data retrieval and they charge $200 - $1200. I sent in the drive. I received a call from them on Sept 27 saying they received the drive and it was going into their lab for analysis. They repeated, they have a very high rate of success but, it was going to be around 1200. On Oct 2, I received a call from **** who sent me a photo of a drive (attached) saying the heads were bad. He quoted me a price of $1321.07 to be able to repair the heads, after payment I would receive an email with a list of what media was recovered. I would receive a new drive in the mail with the recovered media. He said I would hear from him on Monday (this call was on Friday).I did not hear from him for over two weeks. After an email and 2 phone calls which were not returned, I was able to reach him through the customer service line. I was told that there was no media that was recovered and the drive was a total loss. I was told I would receive the drive back and a copy of my case notes showing what the money was spent on. Nothing has been provided. There is no documentation as to what was done. This company leads the buyer to believe they have a "very high success rate of recovery", and "have a comprehensive parts library", and "while not all media may not be recovered, most of it will be". This persuades the buyer to provide the large sum of money - in my case $1321.07 - after which they become uncommunicative and hard to reach. Then, when they are cornered, they claim "it was unrecoverable" without providing any proof as to any recovery efforts. I do not believe any effort was put forth in recovering the data from this drive. Ideally I want the media recovered but since they don't do that, I want a refund and the return of my drive.Business Response
Date: 11/11/2024
We are writing in response to the complaint filed by Ms. ******* ******** regarding her recent experience with Fields Data Recovery.
Firstly, we would like to express our regret that Ms. ******** felt the need to raise her concerns publicly rather than reaching out to us directly. Our goal is always to address and resolve any issues promptly, and we appreciate the opportunity to provide clarification on this matter.
Upon reviewing Ms. ********** case, we confirm that the hard drive received was physically damaged. During our complimentary diagnostic process, it was determined that the read/write heads were severely damaged and required replacement to attempt data recovery. At that initial stage, no data was accessible due to the physical issues within the drive.
As communicated in the email acknowledged by Ms. ********* the initial payment was to cover the cost of parts, labor, lab time, and return shipping, and it was specified as non-refundable. The email stated: To proceed, we would need a non-refundable upfront payment.
Following her acceptance of the non-obligatory quote, we ordered the necessary parts. Once they arrived, our technicians proceeded with the head disk assembly (HDA) transplant in our clean laboratory environment. We have documented evidence of this process, including images and detailed descriptions, which we are willing to provide upon request.
Regrettably, despite our best efforts and industry-standard procedures, the data was unrecoverable due to the extent of the damage the drive sustained prior to its arrival at our facility. The damage to the platterthe component where data is storedwas not visible to the naked eye and could only be assessed once fully functional read/write heads were in place.
We want to assure all parties that the services paid for were indeed performed thoroughly and professionally. We apologize for any misunderstandings or distress this situation may have caused Ms. ********* We remain open to further discussions to address any remaining concerns she may have.Customer Answer
Date: 11/19/2024
I did reach out to the company personally (several times) before filing this complaint - regardless, this issue was resolved privately with the company. After several emails with the head of their customer service department I did receive a full refund.
Again this issue is resolved, No further action is needed.
Initial Complaint
Date:08/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
**** with ********** Recovery misled me into believing most of my photos and videos could be recovered from a non functioning external hard drive. He told me the plates on the Hard Drive were Good and that they had a 75%-95% recovery rate. The first email received, dated: June 20, 2024 stated that I would have to pay upfront and it would be nonrefundable. I called **** and he made me believe most of the Data could be recovered, though very expensive & feeling reluctant, I went against better judgment & paid. ***************** states all phone conversations are recorded therefore it should be easy to prove how misleading **** was.The next email I received was Aug ****** which shows only 47 photos being recovered out of hundreds and hundreds of videos and pictures(10 years worth) and at the bottom of the email it states: If successful in retrieving data, we will issue a file list for you to look through and decide if the data that we have managed to gain access to is the data you wish to be recovered. If so, at that point we will begin the backup and return process of all recovered data. At this point, you owe nothing, as all services rendered have been part of our standard free diagnostic evaluation. You can opt for the free return of your device if you so choose. Please let me know if you have any questions at all. I was not afforded this option.Email from *****************, Aug. 16, 2024: You could not accept any files within the free diagnostic as no files were recoverable due to the level of damage sustained whilst the drive was within your care prior to arriving in our lab. **** told me the plate was good and only the head needed to be replaced for recovery. (Opposite of my conversation with ****) My experience is very similar to the other complaints filed with BBB. In my opinion they are not an honest Business for if they were as good as they claim they would not have to con people out of their money.Business Response
Date: 08/22/2024
Please see attached.Customer Answer
Date: 08/23/2024
Complaint: 22175275
I have reviewed the business' response and am rejecting it because:Our recorded Conversations will prove how **** misled and implied most of my Data could be recovered because the plates were good and not damaged. **** stated all the hard drive needed was the head replaced. Now **** says they were damaged while in my care. Listen to the recordings of our phone conversation, which I have requested a copy of, and it will prove all.
Sincerely,
*****************************Business Response
Date: 08/23/2024
The customer paid for a ********************** attempt, with no guarantee of success.
This attempt was successful, and all recoverable data has been provided to the client.
Initial Complaint
Date:08/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fields Data Recovery charged me $1,500 to "recover" my data. However, the "recovered" data was non-usable and basically gobbily g*** Then, all of the "recovered" data was only available for a few days then it disappeared. When I contacted them told me that their policy was to delete the data after a week but I was not informed of this "policy." Moreover, they did not even return the harddrive that I sent to them so I can't take it elsewhere for the data to actually be recovered. This company is a complete scam.Business Response
Date: 09/05/2024
This client used our services in July 2023 (paid invoice attached). As this is well beyond the timeframe for a complaint, can this please be removed?
Thank youCustomer Answer
Date: 09/06/2024
Complaint: 22152215
I have reviewed the business' response and am rejecting it because: the data provided was unusable. I did not receive my hard drive backnot returned as promised. I did not receive a refund.
Sincerely,
**** *****Customer Answer
Date: 11/12/2024
11/12/2024: Email sent to the consumer informing them that the case has moved to mediation. Asked if a resolution had been reached. Asked for an email in response.
11/13/2024 PE: Response from consumer via email: This company duped me into buying their product and failed to provide me with what they promised. The data that they provided to me was scant at best, and worse, there was time period to download the small amount of data that was provided that was not stated clearly. That being said, basically, I was provided nothing from this company and it cost me over $1,500. I requested a refund from this company, as well as my hard drive returned to me. They completely blew me off and pointed to their obscure policy of having only a week to download said data. I expect a full refund as well as my hard drive be returned to me.
11/13/2024 PE: Spoke with consumer. He will be sending the invoice from the company to me. Curious about the date he engaged them.
11/13/2024 PE: Consumer provided documentation. Documents filed in library include print out of files and an email from FDR. Consumer indicated the amount of compensation he is seeking: $1680.00
11/15/2024 PE: spoke with the consumer over the phone. informed him that the hard drive was "recycled" as part of the FDR's policy. The consumer was not informed of this. He estimates that the hard drive was work a few hundred dollars. He does not believe that he has any documentation of having spoken or emailed the company but assures me that he spoke to them around the time that the original complaint was filed, 8/16/2024
11/19/2024 PE: Spoke with consumer, ****. Inquired if he had any further supporting documents (email, texts) to show that he was informed or not informed about the amount of time the data would be available. He is going to do a search in his email for anything from Fields Data Recovery. Also will be filing with the Missouri AG office.
Business Response
Date: 11/15/2024
11/15/2024 PE: email from the business: Thank you for your response and for clarifying why the complaint was accepted beyond the usual one-year ************ provide additional context for this matter:The client paid for our data recovery services on July 18, 2023, and we successfully recovered ****** GB of data from their device. A Dropbox link to access the recovered data was sent to the client on July 24, 2023, and after the client reported difficulties downloading the data, we provided a new link on August 1, 2023.We did not receive any further communication from the client until July 16, 2024, nearly a year later. At that time, the client requested access to the original data link. As per our policy, recovered data is retained on our servers for a maximum of 14 days, after which it is securely deleted to protect client privacy. This retention period was communicated to the client at the time of service.Additionally, the original hard drive sent by the client was recycled in accordance with our standard business practices after data recovery was completed.The client made no attempts to contact us between August 1, 2023, and July 16, 2024, and there was no indication of an unresolved issue during this time. Given these circumstances, I would like to reiterate that we provided the requested service, delivered the recovered data, and adhered to our stated policies.We are, of course, willing to discuss this matter further as part of the mediation process if necessary. However, its important to note that the complaint involves a significant gap in communication and does not align with the timeframe typically required for dispute resolution. Please let me know if you need any additional information from our end.
11/15/2024 PE: email to **** ******. Reiterated consumer's not being informed of the short window of availability of data. When consumer sought data, it was unretrievable. Asked for a good faith effort and a full refund of $1680. Asked for a reply via email.
11/19/2024 PE: email received from **** ******: Thank you for your continued efforts in mediating this matter. We believe the request for a full refund of $1,680 is inconsistent with the circumstances of the case and does not reflect the service we provided. The client engaged Fields Data Recovery for data recovery services in July 2023, and we successfully recovered ****** GB of data. This data was made available to the client via Dropbox links on July 24, 2023, and again on August 1, 2023, when the client reported difficulty accessing the first link.The client made no contact with us for nearly a year following the successful delivery of the recovered data. It was only on July 16, 2024, well beyond the industry-standard timeframe for retaining data, that the client reached out to request access to the link. By this time, the data had been securely deleted in compliance with our standard practices.Key Points to Consider:Service Delivered in Full:The client received the full service they paid fora successful recovery of data and multiple opportunities to download it. There is no evidence to suggest the data was inaccessible during the 14-day access period or that the client made any effort to notify us otherwise during that time.Lack of Communication:After we provided the replacement link on August 1, 2023, we received no further communication from the client until July 16, 2024, nearly a year later. Such a prolonged delay is itself unreasonable.Even if we set aside the question of whether the two-week data retention policy was explicitly communicated, the clients failure to raise any concerns for nearly a year suggests that the data was either successfully accessed or that no dissatisfaction existed during the original access period. Additionally, this extended timeframe leaves no way to verify whether the data was downloaded and utilized during that time.Possibility of Data Access:Without further evidence, it must also be considered that the client successfully downloaded and utilized the data during the access period. Given the significant lapse in time, there is no way to verify otherwise.Return of Device:The clients device was recycled in line with standard procedures. This process is outlined in our policies and ensures secure handling of client data. It is the clients responsibility to request return arrangements, and no such request was made in this case.Based on these points, Fields Data Recovery considers this case resolved and does not believe a refund of any amount is warranted. While we understand the BBBs commitment to addressing consumer complaints, the significant delay in the clients communication makes it challenging to evaluate this case as a legitimate ongoing issue.We remain committed to the high standards expected of accredited businesses and will always strive to accommodate our clients. However, it is not reasonable to expect any business to guarantee indefinite access to services or data after such a substantial gap in communication.Should the client wish to engage with our services in the future, we would be happy to offer our assistance, but we cannot entertain a refund request under these circumstances.Please let me know if further clarification or documentation is ************* regards,**** TaylorFields Data Recovery Branch Manager
11/22/2024 PE: Email sent to **** ****** requesting documentation (communication) to consumer informing them of the amount of time data is kept and the hardware policy.
11/25/2024 PE: Email from **** ******: Thank you for your email and for giving me the opportunity to address this matter in ********* clarify, our retention policy is outlined in our Terms and Conditions, which state that recovered data is retained for seven days from the date it is dispatched. This timeframe is in place to ensure both client privacy and data security. During this seven-day period, were happy to answer any questions or provide additional copies of the data if needed. Clients are also encouraged to inspect the recovered data and notify us of any issues within that window.We make this information available to clients by emailing them our Terms and Conditions when their device is first received. The Terms and Conditions can also be accessed anytime on our website at:******************************************************************************************************************************************************* the Dropbox links provided to the client, the expiration date is clearly visible when the link is opened. For example, the attached screenshot shows how Dropbox prominently displays the expiration information for shared links. This ensures that clients know how long they have to download their data.On the recycling of devices, our policy states that original media is recycled after 14 days if a client does not specifically request its return. This is also outlined in our Terms and Conditions (section 1.6) and our Return Policy, which you can view here:***************************************************************************************************************************************** this case, the client did not request the return of their device within the stated timeframe, so it was recycled as part of our standard procedures.I hope this provides the clarification you need, but please dont hesitate to reach out if you have further questions or require additional documentation.If I dont speak with you before, have a happy Thanksgiving!Best regards,
Initial Complaint
Date:06/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Initial contact made on 5/15/24. Process for services included free shipping to company. Initial diagnosis was believed service for hard drive recovery to total $1,045.12. After this, I didn't hear back from company. I had to reach out several times for an update and each time I was dismissed and told I would receive an update soon or by end of day. This never happened. After looking into company reviews on **** I felt my suspicions of fraud were true. Other victim customers had same experience. My hope changed from actual service to simply wanting my hard drive returned. I called 6/13/24 asking for the return of my hard drive I was told by person speaking they would look into it. A 31 minutes later I received a call from a different person claiming they were just now getting caught up on emails and came across mine and that my hard drive wasn't able to be recovered. I maintained my request for my hard drive to be returned and it was granted. The hard drive was returned 6/22/24 in the exact same state as it was sent. I also sent a labeled blank hard drive that was in working condition in hopes data could be transferred from the damaged drive. Both hard drives were returned with a sticker on the drive. I knew I was the victim of a scam after reading reviews and receiving zero communication. Furthermore, as of 6/22/24 no report has been given as to what work services were completed. The website has fake employee names/images. Their titles are real. Nobody who I was in communication with is from the website "team" *********** is a fraud.Business Response
Date: 11/11/2024
We are responding to the complaint filed by Mr. **** ******** concerning his recent experience with Fields Data Recovery.
Firstly, we apologize for any dissatisfaction or frustration that Mr. ******** may have experienced during this process. Our aim is to provide transparent communication, and we are committed to addressing his concerns.
Upon receiving Mr. ********* physically damaged SSD, our initial assessment indicated that a standard recovery would not be feasible. To increase the chance of a successful recovery, we offered an optional Research & Development (R&D) service. We clarified that this service was provided with no guarantee of success due to the extent of the devices damage. As per our policy, had Mr. ******** declined the R&D service, his device would have been returned without any charge.
Due to the proprietary nature of the R&D work performed, we cannot provide a detailed breakdown of our processes. This confidentiality is necessary as our team develops unique methods and tools for attempting data recovery on otherwise unrecoverable devices. Please note that as we are not a forensic recovery company, we are not obligated to produce a formal report documenting the work conducted, though our records confirm that the service was performed in line with industry standards.
Additionally, regarding the team members on our website, we want to clarify that all staff members are indeed authentic. While some individuals choose not to display their photos for personal reasons, privacy rights protect their choice. We would be happy to connect Mr. ******** with a member of our management team, who is publicly listed, to confirm the legitimacy of our team.
We understand that this experience has led to frustration, and we want to reassure Mr. ******** that there has been no attempt at fraud or misrepresentation. All efforts were made to access his data through the R&D service, but regrettably, the damage to the SSDs controller and firmware was too severe to yield a recovery.
If Mr. ******** has any further questions or would like to discuss this matter further, he is welcome to reach out. We are more than willing to address any additional questions to provide reassurance regarding our services.Initial Complaint
Date:06/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent in two hard drives to have the content recovered. They asked details about what was on the videos I was trying to recover. I decided to approve charges when they sent back a list of the data that they claimed was recovered. The data that they sent back was exactly what I had sent them. Their claim that they had recovered data was false. When I complained they stated they would not provide a refund.Business Response
Date: 07/22/2024
Good morning,
Thank you for the notification regarding this issue, we have responded to the client previously and also responded to the chargeback that had been raised.
Unfortunately as a chargeback has been raised and responded to we are unable to progress any further with any future claims as the credit card company has deemed that we performed the service correctly and in full.
We are sorry that the client is unhappy with the results but we have provided the service as described by providing a free collection, a free diagnostic, the results with a free file list showing the file names and folders that had been recovered (please note we do not manually check data due to the amount of data we recover and due t0 privacy laws as per our Terms and Conditions) and then sent the client the data once the non-obligatory quote had been paid.
We always aim for the highest level of customer service, which is why we have responded to every email and communicated in full and promptly with the credit card company.
Thank you.Customer Answer
Date: 07/22/2024
Complaint: 21810622
I am rejecting this response because:
When Fields notified me that they had done the work they sent a list of things they claimed they had recovered. At time, thinking they had indeed recovered data, I authorized payment. When I checked the hard drive they had not recovered the data that was on the list. They claim it is against their privacy policy to actually look at the data to confirm they indeed recovered the data. They led me to believe they recovered data. They even sent a list of stuff they claimed to recover. This was misleading. Why would I pay $1400 to get the exact same data returned to me that I sent them? The bottom line is they sent me an itemized list of data recovered and none of that data was recovered. I am a 100% disabled veteran on a fixed income and was trying to recover important data and irreplaceable memories, but was deceived with their list.
Sincerely,
Stephen RobinsonBusiness Response
Date: 09/23/2024
Full diagnostic results were provided via email at 2:05 PM. The client reviewed these results, approved, and made payment at 4:41 PM.
All data from the file list(s) was recovered, and all recovered data was returned to the client. We have no way of knowing what data the client had prior to sending, all we can determine is what data is recoverable, which was provided in the list to the client.
Customer Answer
Date: 09/24/2024
Complaint: 21810622
I have reviewed the business' response and am rejecting it because:Fields data sent me an email with a list of "data that they restored". So, I authorized payment. The hard drives they sent to me had the exact data on them that I had sent in. Nothing was recovered. I was led to believe data was restored and that is why I authorized payment. They cheated me.
Sincerely,
Stephen RobinsonCustomer Answer
Date: 09/27/2024
9/27/2024 PE: Emailed the consumer to see if he and the company had come to any resolution. Asked for a response via email.
10/4/2024 PE: Consumer Stephen replied to the email. He is seeking a full refund since no data was recovered.
Business Response
Date: 10/04/2024
10/4/2024 PE: Emailed Todd Taylor informing him that the case has moved to mediation. The consumer is asking for a full refund of $1000 since no data was recovered. Asked Todd if he had any supporting documentation (signed) that informs the consumer of the chance that data may not be recoverable. Asked him to supply documentation if he had it with his response to the request for a refund.
10/4/2024 PE: Email received from Todd Taylor: When a client sends devices for recovery, we work with the data that is recoverable from the drive. In this case, we followed our standard procedure, which involves conducting a diagnostic, compiling a list of all recoverable data, and sending this list to the client for review before any further action is taken. The client, Mr. Robinson, acknowledged receiving and reviewing this list before approving the recovery and submitting payment.At no point did Mr. Robinson express any concerns or indicate that the data listed was not what he expected. If the client had communicated any issues or doubts about the recoverable data at that time, we would have happily returned the original devices without charge. However, by approving the recovery after reviewing the list and making payment, the process moved forward, and we successfully recovered all data that was identified as recoverable and returned it to the client on a new device.To summarize:The client received and reviewed a full list of recoverable data before proceeding.No concerns were raised at that time.All recoverable data on that list was returned to him as agreed.While there may not be a signed agreement, our process clearly involves client review and approval before any payment or recovery work is finalized, ensuring they are fully informed.We value the opportunity to help Mr. Robinson, but we have fulfilled our obligations based on the data presented to him. As a data recovery service, we do not control what data is recoverable from the devices. Our responsibility is to recover what is technically possible, and we have done so.
10/4/2024 PE: Mentioned to Todd that the consumer mentioned being offered $500 which Todd was unsure of. He was going to check emails to see if that was accurate and get back with me.
10/10/2024 PE: Received email from Todd Taylor on 10/8. He shared a previous email sent (6/17) to the consumer offering a $500 refund. (See library.)
Initial Complaint
Date:05/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired this company to recover data from my ssd drive. They charged me $1200, recovered the data but refused to send my drive back. So now I have $1000 laptop at home that's not functional because it has no hard drive. I contacted the company several times and spoke with different people, all promising to return my equipment, but once the call ends, I never hear from them again. After 1 month of this foolishness they deserve this complaint. I attached the call list from only one of the numbers I called out of 3 different contact numbers I have for them. So they can't say I wasn't speaking to anyone or that I did not call. I just want my drive back or replaced with something equivalent.Customer Answer
Date: 05/28/2024
Please remove this complaint. I was contacted by the company and they shipped my equipment last week. They stated I should have received an automated email from *** confirming this shipment. When I checked for the email, it was there and the package is expected to arrive tomorrow.Initial Complaint
Date:05/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Started communications with them on 4/12/24. Was told that they would do a diagnostic of my hard drive at no cost. After the diagnostics was done, they would either have a list of files for me or not. The whole process would take about a week. They sent me a shipping label and they received my hard drive on 4/15/24. On 4/16/24 they told me that in order to proceed they needed to buy parts and it was going to cost me $1364.12 without a guarantee of anything but their recovery rate was 97%. Reluctantly, I went ahead with it. When I looked at my bank statement there was a charge for $27.28 for an international service charge. I was never told that there would be this charge and if they did, I would have never agreed to an offshore account. After that I did not hear from them again until I called them on 4/23/24. He said they still not get my drive into the lab. The next day it made it into the lab and that they couldn't get anything off my drive. He said that there was a long report with pictures, and I told him I would like to see it and I would also like the hard drive back. He said no problem. I waited and no shipping label or lab report. On 4/26/24 I wrote him that I still did not have a shipping label or report. I also told him I wanted the hard drive back asap because I had another company lined up to look at it. I also told him that I would like to have half of my money back and the $27.28 international service charge (Total $709.34). I also told him that if I didn't get any results that I was going to start a complaint with the BBB. 10 minutes later I got a shipping label (no lab report) and was told my issue was escalated to a service manager and I would be contacted first thing Monday morning. I waited all Monday and was never contacted. It is now Wednesday and still no contact from them. Please help as I am starting to believe they are not trustworthy.Customer Answer
Date: 05/12/2024
This issue was resolved. You can close the case. Thank you, ****Initial Complaint
Date:04/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Return of my External Hard DriveBusiness Response
Date: 04/18/2024
Ms. Greens device was shipped on April 4. She should have been sent an automated tracking number. She did call her account manager 2x on Friday when he was off for a funeral, once Saturday and Sunday, and then before 6AM today.Customer Answer
Date: 04/23/2024
The company returned my External Hard Drive as they indicated. Thank you for reaching out and resolving this issue for me. Sincerely, ******
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