Complaints
This profile includes complaints for Fields Data Recovery's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/06/2024
Type: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: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.
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