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:04/11/2025

  Type:Customer Service 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.

   
  Complaint: 23191213
  
  I am rejecting this response because I dont agree with that

  :
  
  Sincerely,
  
  ****** ***** ******

  

  Business Response

  Date: 04/11/2025

  DriveSavers Data Recovery

  

  Business Response

  Date: 04/14/2025

  Hi ******,
  
  When I attempted to respond last, I accidentally clicked the wrong button before entering our reply and then was unable to edit it. Below is the message I had intended to send to you.
  
  Thank you for sharing your feedback. We understand how stressful data loss can be, and were sorry to hear that your interaction with our team did not meet your expectations.
  
  Wed like to clarify a few important points:
  
  1) ********** Was Rendered: After reviewing our records, it appears you did not proceed with a data recovery service. Because of this, no charges were ever made, and no work was performed. Our understanding is that the BBB is intended for concerns from customers who have paid for a completed service, but we still appreciate the opportunity to clarify.
  
  2) Transparent Pricing: DriveSavers provides free evaluations and upfront pricing before any recovery begins. We do not begin service until the pricing is agreed to by the customer in writing. Then, we do not charge unless data is successfully recovered and approved by the customer. This ensures you can make an informed decision without obligation.
  
  3) Data Recovery Only: ************ are limited to data recovery. We do not offer phone repair or general device servicing, and we always try to explain this clearly during initial conversations.
  
  4) Shipping Required: Because our secure lab is based in **********, physical shipping is necessary unless a customer visits our facility in person. We offer free overnight shipping and protective packaging to make this process as convenient and safe as possible.
  
  5) Customer Experience: We take great pride in our service and the professionalism of our advisors. If any communication came across as less than respectful, we sincerely apologize. We are actively reviewing this matter internally to ensure every interaction reflects our values.
  
  If youd like to discuss your experience further or need help understanding the recovery process, wed be happy to assist. You can reach our ************* team directly at ****************

• Initial Complaint

  Date:06/19/2023

  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 sent my phone out for data recovery and was given a price range, I needed to give the go ahead to try the recovery before being given a firm quote. The price they are asking is astronomical compared to many other data recovery companies and fell on the high end of the range. I called Drivesavers to say Im not prepared to pay the amount given and would happily pay shipping cost to send my phone back to me, they then gave me a vague answer of Ill have management call you back, no solid time frame. I have now called them back and they are refusing to send me my property back even though the quote that they gave me when given the go ahead is hundreds of dollars less than the invoice that was sent to me. I want my property back, I will pay for the priority shipping

  

  Business Response

  Date: 06/30/2023

  I'm writing to let you know that DriveSavers resolved complaint ******** directly with the customer. Here is the timeline of events:

  1. On 6/12, the customer set up a free evaluation for her device.
  2. On 6/15, DriveSavers received the customer's device, performed a free evaluation, and called the customer with a quote. Please note that the quote was provided prior to the customer's approval to move forward with the work. We have this conversation recorded.
  3. On 6/15, the customer approved moving forward with the job - we have this in writing and also by voice on a recorded call. 
  4. On 6/16, the job was completed and DriveSavers called the customer with the good news. There was no answer, so the DriveSavers rep left a message. We also sent her an email.
  5. On 6/19, the customer called ******************** to dispute that she had approved moving forward (the same day that she lodged the complaint with BBB). This was after the job was already complete, as she had approved it four days prior. 
  6. On 6/20, a manager resolved the dispute by phone, and on 6/21, she paid in full. 

  Please let me know if you have any questions or need further documentation. 

   

  Thank you,