Complaints

The 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:08/04/2025

  Type:Service or Repair Issues
  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 needed to replace my smart phone after it was damaged beyond repair. I thought ******* could somehow retrieve my Contacts from the damaged phone but they said that was beyond their capability, however they said File Savers Data Recovery would be my best chance. I called them and then walked down to the ****************, where their Seattle office is located. I filled out the paperwork and surrendered my old phone and was told I would receive a call with a price quote. A few days later on June 23rd, I received a call with a quote of $1600. Unfortunately I had to decline for financial reasons. I thanked them for their time and thought that was the end of it. A couple weeks go by and I'm wondering why they haven't sent my old phone back, because you see though I handed my phone over in the ****************, they do the actual recovery in *******, for some reason. On july 12th they send me a text message saying I needed to make a decision whether to proceed or not. I called them *************) and said I had already declined 3 weeks earlier and when should I expect my old phone to arrive. I was told that I would have to pay for shipping, which was at least $25. Now I have no issue with paying for shipping if I had sent my phone to ******* in the first place, but I hadn't. I took a short walk downtown and gave it to a receptionist. That is the point of exchange and that is where I should be able to collect the phone. I've never had a business take an item for repair and then make me pay to get it back when I've declined service for financial or whatever reason. I didn't send it to ******* and I don't think I should have to pay to get it back from *******. Also, there are no shipping options. It's minimum $25, which is inflated. I just sent an ***** laptop to Eugene ****** with a two day delivery time for that exact price, $25. So besides the dubious business practice, I'm also being gouged. I'm more than willing to go to their ******* office to pick it up.

  Business Response

  Date: 08/15/2025

  Dear BBB,
  Thank you for bringing this matter to our attention.
  
  We would like to clarify the situation regarding the customer's service experience. As outlined in the contract the customer signed, it is clearly stated that depending on the nature of the device failure, the device may need to be shipped to our main lab for further evaluation and recovery. In this case, we covered the cost of shipping the device to our lab, approximately $25, as a courtesy, at no cost to the customer.
  
  Once received, our technicians spent over an hour conducting a thorough evaluation of the phone as part of our free evaluation service. This includes a detailed diagnostic process, which we provide to help the customer understand the issue and make an informed decision about recovery options.
  
  We use ***** Express for all shipments, as we believe it offers the safest and most reliable shipping solution for valuable devices. We take data security and integrity very seriously, regardless of the customer's perceived value of the data, we treat it as priceless.
  
  Additionally, our contract clearly states that if the customer declines ********************** services, a return shipping fee may be applied. Given the labor and shipping costs already absorbed by our company, we believe it is reasonable to request that the customer cover only the cost of return shipping.
  We remain committed to fairness and transparency and hope this explanation clarifies our position.
  
  Thank you, 
  
  ***** *******
  File Savers Data Recovery