Complaints

This profile includes complaints for Fields Data Recovery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fields Data Recovery

  1010 Market St Saint Louis, MO 63101

  
• 

  Fields Data Recovery

  5 Penn Plz Fl 23 New York, NY 10001-1810

• 

  Fields Data Recovery

  50 Main Street, Suite 1000 White Plains, NY 10606

• 

  Fields Data Recovery

  1010 Market St Ste 590 Saint Louis, MO 63101-2000

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:08/16/2024

  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.

  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 you

  Customer 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: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.

  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: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 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 Robinson

  

  Business 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 Robinson

  Customer 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:Service or Repair Issues
  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:Product Issues
  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:Customer Service Issues
  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 Drive

  

  Business 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, ******

• Initial Complaint

  Date:04/06/2024

  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 was contacted by Fields Data from an online inquiry attempting to secure my business to recover data from a damaged hard drive. **** contacted me multiple times stating their capabilities and assuring me that in all cases they are generally able to recover some data. Choose to go with Fields Data based on these claims where I could have gone with a local vendor for a fraction of the cost. *************** to fields on 1/29/2024. Communication was poor throughout the process and multiple attempts at contacting my previously responsive agent were increasingly difficult with large gaps in communication. I received a voicemail on 2/23/2024 (log provided) indicating the current status of the project and final attempt to fix the drive. Final communication about the hard drive was on 3/4/2024 via email (copy provided). I responded on 3/6/2024 requesting a negotiation about the cost due to non recovery status and to have both of my hard drives shipped back to me, but received no response. I called multiple times to **** and received no call back or email response. Received notification on 3/14/2024 that a package had been shipped to me. When it arrived only the broken hard drive was in the package and my brand new transfer drive that I sent to Fields Data was missing. I again attempted to contact **** via phone call and Fields Data to resolve the issue and received no response. My attempts to resolve the issue in an amicable way are clearly documented. After a non response from Fields and ****, I filed a charge back with my credit card company on 3/18/2024. No agent from ***** contacted me about the issue or took a statement and the chargeback was reversed on 4/2/2024. I have reopened the inquiry with my ******************** Currently, I am seeking a full refund for the $1253.28 due to lack of communication and refusal to return my property.

  

  Business Response

  Date: 06/12/2024

  We have offered this client a partial refund as an apology for missing his backup drive in the initial return. He has declined this offer and continues to demand a 50% refund, while pursuing a full chargeback from his bank.

  Customer Answer

  Date: 06/12/2024

  Complaint: 21539932
  
  I am rejecting this response because:
  

  The businesses response is inaccurate and not truthful.  They called me offering a $200 refund and acknowledged that they did not ship back my personal hard drive and assured me that they would do so immediately.  This was over two weeks ago and they have still not shipped my property back. 

  Additionally, they asked if they gave me $200 and shipped back my hard drive if I would remove this BBB complaint.  I asked them to consider a 50% refund of the fees I paid instead of the $200 as I felt this was more fair for the time and energy I have wasted trying to get my property back and the complete lack of any recovery of my data.  They told me that they needed to check with their superiors on this ask and that they would call me back.  They never called me back and have yet to respond.  I have attempted twice to reach them via the provided contact information with no response.  I never said that I would want a 50% refund and still seek the chargeback as their false response is claiming.  I told the representative that I would only pursue the charge back in the event of no amicable resolution.  Since they have been unresponsive and continue to misrepresent the situation I cannot proceed either way.  I am still awaiting their response to their initial contact with me.

  Again, I am still waiting for them to respond and call me back which they assured me they would do.

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/10/2024

  9/10/2024 PE:  Emailed the consumer to begin mediation.  Asked if he had come to some resolution with the company.  Asked why the offer of half of what he paid was not accepted.  Also, according to the notes, the consumer was disputing the charge with his CC company.   Asked consumer if he had received a refund through the CC.  Asked for an email response back.  Provided my name, direct dial number if any questions.

  Customer Answer

  Date: 09/10/2024

  9/10/2023 PE:  Consumer (***********************) responded to email.  Confirmed that he is agreeable to a 50% refund.  That amount is $626.64.  Will reach out to the business now.

  

  Business Response

  Date: 09/10/2024

  9/10/2024 PE:  Emailed ********************* of the company, Fields Recovery after speaking with the consumer ***********************.  Inquired as to whether **** as a sign of good faith would be willing to refund the consumer half of the original cost of the data recovery:  $626.64.  Asked for **** to respond to email, call me with any questions.

  

  Business Response

  Date: 09/13/2024

  9/13/2024 PE:  Spoke with ****.  He will be sending over a reply and supporting documentation on Monday 9/16.

  

  Business Response

  Date: 09/17/2024

  9/17/2024 PE:  Received email from ********************* with supporting documentation.  Both pieces of documentation added to the library.  In the "Technical Challenge" email, it specifies that while they have good luck, some data may not be recoverable.  The consumer agreed and asked them to proceed with the recovery.  The company offered the consumer $200 refund which the consumer did not accept.

• Initial Complaint

  Date:12/16/2023

  Type:Product Issues
  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 used fields for a data recovery on an *** drive. After the FREE software evaluation of the drive, I was told it needed to be sent to the R&D lab for a 'chip off recovery'. I had to pay $1100 up front. I was then called a week later and told they attempted a 'chip off recovery' for the $1100 and were not able to recover any data. A chip off recovery was described as removing the *** chip from the board and soldering it to a 'spider board' and attempting a recovery. I requested and received the *** card back with the chip still on it, and the ORIGINAL ******* STICKER (which can't be removed without destroying it) stuck to the board and the *** chip. Based on the physical evidence, I assumed they did not do the 'chip off recovery' that I paid $1100 for. I contacted them again today and my salesperson explained that they could not perform a chip off recovery due to the construction of the board. They had attempted to read the card in the R&D lab but could not get past the translator on the board (translator had completely failed). I then explained that this seemed like a much less sophisticated process than removing the chip from the board, soldering it to another board and reading the data off it, and inquired about a partial refund. After a few minutes of discussion, it became clear that they were unwilling to work with me on price even though they recovered nothing and did not execute the sophisticated process they claimed they were going to execute for the $1100 I paid up front. My case number with them is US00318075. I just got off the phone with my customer ******** was supposed to send me a detailed invoice for the work. I have not received it and have requested several times.

  Customer Answer

  Date: 12/18/2023

  Fields Data has agreed to provide a partial refund amount that is acceptable to me.  Please take down this complaint or **** it as 'resolved to consumer satisfaction.