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

  50 Main Street, Suite 1000 White Plains, NY 10606

• 

  Fields Data Recovery

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

• 

  Fields Data Recovery

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

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: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.