Complaints

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• Initial Complaint

  Date:07/05/2023

  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 took an SD card that seemed to have photos accidentally deleted yesterday. I was told.by phone by the company that they recovered about 2 thousand pictures. I am an amateur nature photographer. The company said they would load the two thousand pictures back on the now blank SD card that I gave them. I paid. I looked at the contents of the SD card and only got a few hundred pictures back with all the best missing. Over a thousand pictures had been stolen, and they knew I had no backup or way to prove the pictures were mine. They stole about a thousand pictures and there is an online market for this type of pictures. I made a police report. There is no way to know who else they have stolen from or what they may have taken beyond pictures customers had stored.

  Business Response

  Date: 07/11/2023

  ******, we are sorry you felt it had to come to this.  We did not steal your photos, nor would we
  ever steal anyone else’s data. 
  Period.  Before you arrived, we
  discussed that payment would be $60 if we successfully recovered photos but no
  charge if we were unsuccessful.  You
  arrived at the premises and handed off your SD card.  We used a PAID data recovery software that
  specializes in recovering photos and videos from SD cards.  Once the recovery process was completed, we
  informed you that just over 12 and a half gigs of data were recovered from your
  SD card (12.7GBs to be exact) and it was all put back on your SD card.  And yes, we did say it was over 2,000
  pictures. 
  

  When you arrived to retrieve your recovered photos, we
  showed them to you on one of our computers and even offered for you to stay and
  comb through them to make sure they were all there.  You declined. 
  We also showed you that some files were corrupted, which is just a
  consequence of trying to recover deleted photos.  You said you understood this and did not
  expect all photos to be recoverable.  The
  recovered photos (both damaged and undamaged) were put in a folder separate from
  the camera’s DCIM folder.  You paid the agreed
  price of $60 and left with your SD card. 
  You called again shortly after leaving the premises to say you could not
  access the photos from your camera, and you had no other means of accessing the
  photos.  We asked you to return so we
  could move the photos into the camera folder. 
  You did return, and we moved the files over for you.  Before you left, we confirmed you were able
  to look through the photos from your camera. 
  You left again.
  

  An hour or so later, you called to complain you could not
  find a specific picture that we showed you was recovered on the computer.  We offered to put all the recovered pictures
  on a flash drive so you could view them easier from a computer, but you said
  you’d keep looking and hung up.  You
  called a minute later to inform me you found one of the pictures in question,
  and that was it.  We assumed you were
  satisfied with everything, but about an hour after the last phone call, we
  noticed you left us a 2-star review with little explanation.  Perplexed, we called you immediately and left
  a voicemail, asking if this was an error, and if not, to please call us back so
  we could make things right.
  

  The next day (Sunday morning around 8am), you called us back
  and began accusing us of stealing your photos. 
  We were in a dead sleep (we answer the phone 24/7, even when asleep)
  when you rang and deeply confused by why you were yelling at us.  You claimed that you did not have the 2,000
  or so photos and that we stole the rest. 
  Not knowing how to answer this, we assumed maybe the total recovered
  files we saw during the recovery process was not all pictures but also other
  log files, meta data files or the like. 
  Without looking at what you were talking about, we had no explanation to
  give except that we gave you everything that was recovered and that the total
  amount of data was about 12.7GBs worth. 
  We even apologized that we may have assumed incorrectly about the number
  of photos, but we are in no way purposely keeping them from you or “stealing
  the best ones” for ourselves.  You then
  told us you filed a police report.  We
  were simply shocked at this because you gave us no chance to resolve your
  concerns before resorting to the police. 
  You instead turned around and changed your 2-star review to a 1-star
  smear campaign.  Even after your false
  accusations on the phone, we still offered to you to return, with the police,
  if necessary, to look for yourself at what pictures were recovered.  However, you continued to spread falsehoods
  and vowed to make sure we go out of business before hanging up on us.
  

  We recovered your data on July 1st.  You called us early on July 2nd with claims of us stealing your data.  It
  was not until July 7th that we took a second look at the folder of recovered
  files.  But we can tell you this
  now:  Each photo is labeled with a
  number.  It goes from “********” all the
  way to *********.”  So yes, there are
  over 2,000 pictures, and we never had any intention of keeping them from you.  If you truly do not see all these pictures on
  your SD card, I have no concrete explanation why without looking at the SD
  card.  We are human and make mistakes,
  and if we make one, we will take responsibility and correct it. But we did not maliciously
  and intentionally keep your files from you. We do not know what happened, but
  we do know that we did NOT “steal” your pictures, nor do we ever intend to sell
  them.
  

  Instead of allowing us to make things right, you vilified us
  as some company who extorts data from unsuspecting customers.  We are a literal “mom and pop” business, and
  our livelihood depends on providing the highest degree of customer service we
  can to our community to survive in these hard times.  The past reviews on Google and Facebook we’ve
  received clearly show we have integrity and provide quality work.  However, the past reviews you’ve left on
  these sites show you have a pattern of mistrusting people and assuming everyone
  is out to take advantage of you.  We are genuinely
  sorry you’re going through a rough time, but that in no way excuses you from making
  these wild accusations about a business that was trying to help you.

  We are still open to resolving this with you, but we have a feeling that you are not interested in a real solution.