Business Profile

Data Recovery

Fields Data Recovery

Headquarters

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

16 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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:05/14/2025
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.
On Feb 12, I was drawn to the Data Recovery services promising by FIELDS RECOVERY exposed in the main page of their website:"Receive a file list, report, and fixed-fee quote before proceeding!" After requesting information, my communication started on Feb 14. Communications included to demonstrate the significant gap between the services and goods quoted and those received - NONE!. In the first email dated February 14, 2025, the agent ******** quoted:" The final costs to continue are as follows: $1,288.14 (15% Return Client) $1,094.19 Link: **standard work interval is 1-2 weeks, price includes repair work. and, Lab time price includes any parts or materials used in the lab recovery, and,Extraction of all recovered data includes am external drive for recovered data backup, *** return of recovered data drive"My payment was processed on February 15. For the next 2 weeks, I was met with silence. Despite sending three emails during that time, I received no update until February 27 (at the end of the second week), when I requested a refund due to the failure in the agreement.On March 4, I escalated the issue to management and one of the managers, **** ******, replied, informing me they would review the case and contact me. On March 6, another manager contacted me offering the same investigation. Since then, I have not received a response, despite my continuous emails requesting information. These repeated promises of investigation without any action have only deepened my disappointment and distrust. Plus, on the site Data Recovery US, they mention: "We offer a completely free, no-obligation 24-hour diagnostic!Receive a file list, report and fixed-fee quote before proceeding!"The file list, report, and fixed-fee quote was not provided to me, which is a clear violation of the advertised service. This failure to adhere to the advertised service is a case of FALSE ADVERTISING, which has left me feeling misled and disappointed.
Business Response
Date: 05/14/2025
Good morning,
Mr. ******** ******* DT01ABA200 drive arrived at our laboratory on January 30, 2025. After a complimentary diagnostic we determined that the read-write heads were catastrophically damaged and that no sectors were accessible. A head-swap rebuild in a Class-100 clean room was therefore the only path to a possible recovery. That same afternoon we emailed a fixed-fee quotation for $1,094.19. The message explained that the charge would be non-refundable because it covered donor parts, clean-room labor and up to two full rebuild attempts, all of which would be consumed even if the media later proved unreadable. Mr. ******* accepted those terms and remitted payment on February 15, 2025.
Between February 14 and February 19 Mr. ******* called our office several times to check progress; our account manager, **** ********, returned each call and relayed real-time laboratory notes. The engineering team completed two separate head-swap rebuilds, replaced the *** and ROM and devoted more than ten hours of clean-room time to the case. On February 27 Mr. ******** delivered the final results by telephone: although the drive would now spin and seek, it continued to refuse sector access, a symptom of irreversible magnetic-surface damage. The drive was then returned to Mr. ****************** ******* contends that we failed to supply the file list, report and fixed-fee quote advertised on our website. The fixed-fee quote was provided on January 30, and the terms that accompany every quotation clarify that a file list is produced only when the medium is already mechanically readable. When a drive is physically inoperable, an invasive repair must precede any logical scan, and even after repair a file list is possible only if the platters grant sector access. That distinction appears in the quotation he approved and in the Free Diagnostic statement on our site.
Fields Data Recovery honored every part of the agreement. We performed the free diagnostic, issued a clear fixed-fee quote, completed all agreed physical work, kept Mr. ******* informed within the stated one-to-two-week interval, and returned his drive promptly when recovery proved impossible. The fee covered parts and labor already incurred and is therefore not refundable. Should future advances in technology improve the odds of success, we will reopen the case for Mr. ******* at no additional charge.
For the Bureaus convenience, Mr. ******* has already supplied a copy of our January 30 diagnostic and quotation email. If the Bureau needs anything further, I can readily provide the original version of that email along with the February 15 payment receipt, the February 19 invoice email, phone-system logs showing conversations on February 14, 18, and 19, the certified transcript of the February 27 results call, the *** return-shipment tracking from February 28, and the relevant section of our Terms of Service that explains non-refundable clean-room fees and why a file list cannot precede invasive repairs on a mechanically failed drive.
Sincerely,
**** ******
Customer Answer
Date: 05/20/2025
Complaint: 23327268

I have reviewed the business' response and am rejecting it because:

Complaint: 23327268

I have reviewed the business's response and am rejecting it because:

In the email included in the complaint, you can find the following: "Our Engineering Team has produced a course of action that will result in the best chance of retrieving your data.". The first time I became aware of issues with the process was when, after several emails and phone calls (including voice mails), I requested a refund and return of the device on the same day. It was then that Mr. **** ******** decided to answer the phone and told me they were unable to recover. When I asked the reason, Mr. ******** mentioned that a strange and invisible situation occurs with the heads, i asked again for details because I understand the functionality of the devices and his answer was "We don't know".

Also, I included below the description of the cost and the agreement

"The final costs to continue are as follows: $1,288.14 (15% Return Client) $1,094.19
standard work interval is 1-2 weeks --> STARTING FEB 9 (PAYMENT SUBMITTED)
Price includes repair work, and lab time --> NO TECHNICAL DIAGNOSTIC PROVIDED
price includes any parts or materials used in the lab --> NONE DECLARED
Recovery and extraction of all recovered data is included --> NONE
includes an external drive for recovered data backup --> NONE
UPS return of recovered data drive --> RETURNED AFTER TO SUBMIT SEVERAL EMAILS TO MANAGEMENT"

At the time of requesting the service (Feb 9th), the timeframe offered was 1-2 weeks. However, only after I requested the device was returned due to my case being overlooked for more than the 2 weeks promised, I got the first feedback about potential issues with the recovery process (Feb 27).

In the attached call log, you will find a record of the attempts to obtain information from FIELDS before I demanded that my device be returned. Only one call was answered on February 19th at 11:15 AM, when I was informed that the progress was close to being completed.

March 4th, Mr. **** contacted me by email, informing me that a **************** Manager would be in touch with me. On March 5th, *** called from **************, offering an investigation into my case and promising to provide results within the next 24 hours. Until today, no comments have been received from Fields, except for the "mysterious and invisible reason" to make the device unreadable.

The Device was returned on March 6th after I sent emails to Mr. **** and called him at his business number, but I received no response.

Fields Data Recovery failed to honor every part of the agreement. NO Clear diagnosis provided. I was unsure of the physical work being performed, lacked information on the status, and was evaded when I asked for an invoice. The drive was kept for more than 2 weeks after my return request.

Just an additional comment, if FIELDS RECOVERY couldn't find the reason of the fail, why in the future could resolve the damage?

The refund must be completed, and, as a suggestion, a review of the bad business practices with corrections would be needed within Fields Recovery.

Sincerely,

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

****** *******
Business Response
Date: 05/21/2025
Good afternoon,
Thank you for forwarding Mr. ******** further comments on complaint ********. I would like to clarify the timeline once again, explain why our engineering notes referred to an unseen problem inside the drive, and address the concern that no diagnosis or status updates were provided.
Mr. ******* approved our fixed-fee quotation on February 10, 2025, and the fee settled that morning. The heads were replaced the same day the donor parts arrived, but the first rebuild did not yield sector access. A second head swap followed, together with a PCB and ROM exchange, and the drive would spin and attempt to seek but still refused to read any servo information from the platters. That failure mode is typical of a catastrophic head crash in which the original heads score the magnetic surface deeply enough to erase the embedded servo patterns. When servo data are gone the drives own firmware cannot lock on track, and the best hardware tools - PC-3000 and clean-room microscopes included - can confirm the loss but cannot restore those patterns. The phrase Mr. ******** used on the phone (a strange, invisible situation with the heads) was an informal way of saying exactly that: the damage is destructive but cannot be seen without opening the sealed chamber again and inspecting the platters under a microscope. In a clean-room environment the engineer can see the damage; once the lid is screwed back down the problem is invisible from the outside.
Regarding communication, our phone logs show inbound calls from Mr. ******* on February 14, 18, and 19. Each call was answered or returned by Mr. ********* and the laboratory notes were relayed in real time. On February 19, at 11:15 a.m. Central, Mr. ******** reported that the second rebuild was under way and that we expected definitive results within several days. The final results were delivered by phone on February 27within the one-to-two-week work interval quotedat which point Mr. ******* requested the drive be returned and the fee refunded. We shipped the drive on February 28 via *** tracking 1ZV5E961P250025797; *** delivered the package on March 6, which is the date Mr. ******* references. The invoice email, which Mr. ******* says he never received, is time-stamped February 19 at 11:18 a.m. Central and was sent to the same Yahoo address used throughout the engagement; a copy is available on request.
Mr. ******* suggests that no technical diagnostic was provided. The diagnostic was the January 30 report that identified destroyed heads and recommended an invasive rebuild as the only route to a possible recovery. When the rebuild attempts failed we explained, on the February 27 call, that servo loss made the platters unreadable. That is as specific a technical finding as drive design allows.
Finally, Mr. ******* asks why future technology could succeed where our laboratory could not. Magnetic-media research continues to advance: drive manufacturers and data-recovery tool vendors occasionally release new firmware patches or imaging modes that can bypass damaged servo areas or reconstruct them synthetically. While such breakthroughs are rare, they do happen, which is why we offered to reopen the case at no additional charge if improved tools become available.
Fields Data Recovery followed the process that Mr. ******* authorized: a free external diagnostic, a fixed non-refundable clean-room fee, two full rebuild attempts with donor parts, live status updates by phone, a prompt explanation when the drive proved unrecoverable, and the swift return of the customers property. The fee covered parts and labor already expended and, under the signed quotation and our posted terms of service, is not subject to refund.
Sincerely,
**** ******
*****************start="3962" data-end="3965"> Fields Data Recovery
Customer Answer
Date: 05/22/2025
Call logs trying to get information from Fields Data Recovery.
Customer Answer
Date: 05/29/2025
Complaint: 23327268

I have reviewed the business' response and am rejecting it because:

The timeframe presented has not been adjusted for the logs.

Me. ****** is not showing all the evidence, please review my comments when in the historic information with the customer support I mentioned I had been trying to contact you for over one week.

An invisible issue has no space in a technical field. Just that is a prove they never perform a job.

Should be good if they can share the logs of the test results performed in my device.
Initial Complaint
Date:05/02/2025
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 will not explain to me why they claim that they had to make bespoke software, do custom target creation, and a forsenic level of analysis for a drive that had a broken part. Both the sales team and the ********** side of the business refuse to explain this to me for various reasons. I can only conclude they didn't really do this and they are just upcharging me. I think this is also evident by the company not returning my drive to me because it would be obvious what was broken.Fields data has not returned my original drive when they said they would. I have exhausted all resources to try and get an explanation and to get my original drive back. At this time I do not care to have the original drive back. I just want a partial refund because they can't justify the work they did.
Business Response
Date: 05/02/2025
Dear Better Business Bureau,
Thank you for allowing Fields Data Recovery to address the concerns raised by Mr. ***** **** regarding work order WO-029157.
Mr. ***** Western Digital *** hard drive arrived at our ******************** on April 4, 2025. After our complimentary diagnostic, we telephoned Mr. **** on April 7 and explained that the drive required a printed-circuit-board replacement along with a ROM rebuild. During that call we advised that similar work ordinarily falls in the two-to-three-thousand-dollar range, and Mr. **** authorized us to proceed.
On April 8 we emailed Mr. **** an itemized invoice for $2,721.67 and a comprehensive file list showing ****** GB (******* files in ****** folders) available for recovery. He reviewed the invoice, requested a minor address change, and later that day confirmed he wished to pay after his mother examined the bill. Payment was completed through our secure portal on April 17, and Mr. **** telephoned the same afternoon to verify the shipping address for the return media.
Our engineers cloned the recovered data to a new *** drive and dispatched it. On April 21 Mr. **** contacted our customer-service desk, stated that the data on the *** was working properly, and asked when his original drive would be returned. We immediately arranged shipment of the source device via **** tracking number 1ZV5E961P249407921 shows delivery to ****, ******, on April 30, 2025.
Mr. **** has since requested disclosure of the proprietary tools and techniques we used. While the invoice accurately describes the services that were performed, the underlying software and research are protected trade secrets that we do not release. Such protection is standard practice within the data-recovery industry and does not diminish the value or completeness of the service we provide.
Fields Data Recovery delivered exactly what was promised: the customers data was recovered at the integrity level stated, copied to new media, and returned; the original hard drive was shipped back as agreed; and all charges matched the written quotation that was accepted before payment.
Because the contracted work has been fulfilled in full, a refund or partial refund is not warranted. That said, we remain available to assist Mr. **** with any post-recovery questions or, if needed, to provide a complimentary duplicate of the recovered data for thirty days from the date of this response.
We respectfully request that the Bureau close this matter as resolved.
Sincerely,
**** ******
Customer Answer
Date: 05/05/2025
Complaint: 23279589

I have reviewed the business' response and am rejecting it because: A *** rebuild doesn't explain why I was billed for bespoke software development, the injection of the software, and a forsenic level of data analysis. All three of those services were completely unnecessary if this was a simple *** rebuild and I did not consent to any of them yet I am being billed for them. I only consented to the *** rebuild which was described to me as "a broken part". This is actually the first time someone has told me it was a *** rebuild. This was never explained on the phone. A *** rebuild is a standard procedure in data recovery that does not require any of those things necessarily. I have never been provided an explanation as to why those things were necessary. I still request the partial refund.

Sincerely,

***** ****
Business Response
Date: 05/07/2025
Dear Better Business Bureau,
Fields Data Recovery completed ***** ***** data recovery job, work order WO-******, exactly as quoted. He authorized a cost about two to three thousand dollars on April 7 after we explained that his Western Digital USB drive needed a printed-circuit-board replacement and a ROM rebuild. We emailed an itemized invoice for $2,721.67 on April 8 and received payment on April 17. The invoice listed a small custom ROM image, targeted imaging scripts, and sector-level validation under the headings bespoke software build, custom target creation, and forensic-level analysis. Those steps are standard in modern single-drive recoveries and are inseparable from the board repair he approved.
We delivered 229 GB of recovered data on a new USB drive and he confirmed on April 21 that the files worked. His original drive was returned by *** and delivered on April 30 (tracking 1ZV5E961P249407921).
Mr. **** now demands a partial refund because we will not hand over our internal tools. Our contract is to recover data, not to disclose proprietary methods, and the work was finished in full. No defect or shortfall exists, so a refund is not warranted.
We respectfully ask that the Bureau close this matter as resolved.
Sincerely,
Fields Data Recovery
Customer Answer
Date: 05/08/2025
Complaint: 23279589

I have reviewed the business' response and am rejecting it because: they still havent explained why they needed to do what they did. I am not asking them to hand over tools or software as I have been accused of. I just want an explanation as to why I was billed for the things I was billed for. If they can not give me a reason as to why they had to bill me for these things, they should just give me a partial refund. If they can not explain exactly what was wrong with the drive that required the three things noted in my bill that I have complained about, they should not charge me for them.

Sincerely,

***** ****
Initial Complaint
Date:04/27/2025
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 began dealing with Fields data recovery to try to recover any data on a broken 2TB hard drive. In their contract they say I will not be charged until they see what they can recover and I decide if I want them to continue. They told me it would be $2000 because they needed parts to be able to work on it. and I asked them to just send back my hard drive, no need to continue. They said they would return it. *** called me back the next day, said he had my drive ready to ready to return, would I be interested in paying $1200 for the parts and recovery. He guaranteed me a 75% recovery. I reluctantly agreed. They were not able to recover anything but 5gb of items I did not need. Promised again to ship my hard drive back. They sent me an unopened new hard drive instead of the one with my files. The $1200 was supposed to be for parts and files. I have no parts or files. I have emailed and asked for a refund, I have asked for an break out of charges, nothing. They always say someone is not in, don't answer, or say I will have an answer in a week. This began on March 20 and has continued. They never sent a receipt, charge, nothing. I have nothing but credit card statement to show for proof.
Business Response
Date: 05/09/2025
Fields Data Recovery appreciates the opportunity to respond to Ms ************** concerns. On 31 March 2025 our representative explained that her 2 TB ******* external drive had sustained damage to its read-write heads, rendering it unreadable without clean-room intervention. Because donor heads must be sourced from a matching-model drive that becomes unusable once the parts are harvested, the quoted fee of $1,200 covered those donor parts and the specialist laboratory labor required to fit them. The charge was expressly presented as non-refundable and independent of eventual results; its purpose was to fund an attempt, not to guarantee a particular quantity or type of data. Ms ************* accepted those terms and remitted payment the same day.
After the donor heads arrived, the drive was moved into our ***-certified clean laboratory. Engineers transplanted the heads, stabilized the drive and completed multiple imaging passes and logical reconstructions. This work produced 5.75 GB comprising ***** intact filesthe only data remaining in recoverable condition on the damaged platters. Those files were placed on a brand-new external hard drive that shipped on 22 April 2025 via ***; the clients original device followed on 28 April 2025. Tracking numbers for both shipments were provided. No additional charges were ever levied.
We understand the disappointment that more of the desired video content could not be salvaged, yet the fee purchased the physical parts and skilled clean-room labor that made any recovery possible. The promised attempt was performed in full, partial data were delivered, and the original drive has been returned. For these reasons a refund is not warranted.
Fields Data Recovery remains committed to transparent communication and to delivering the best possible outcomes for every client, even in the most challenging cases.
Customer Answer
Date: 05/13/2025
Complaint: 23256722

I have reviewed the business' response and am rejecting it because:
The company was only supposed to charge if they recovered data after consulting with me. They could not proved an invoice or receipt for the charges, cannot tell me what parts would cost $1200. They are also lying about the hard drives. I requested none of the dat they recovered. I was only interested in MP3 files and a large number of them. They sent a brand new unopened, and still unopened, drive. I only received my original drive as requested once I put in a poor ****** review. I could not get a response until a poor review. The attached emails show the account manager changing his mind on what I was charged for with every email. I do not want anyone else to be scammed by this company.

Sincerely,

***** *************
Business Response
Date: 05/15/2025
Fields Data Recovery stands by the accuracy of its initial response. Ms. ************* approved and paid a non-refundable parts-and-labor fee before any physical work began. Both our quotation email of March 30 2025 and the payment authorization she signed that same day state plainly that the $1,200 covers donor components and cleanroom labor required to attempt a recovery, with no promise of a particular outcome and no provision for post-recovery consultation before charging. Duplicate copies of those documents are available to the Bureau upon request.
The fee covered two donor hard drives of the exact make-model-firmware used solely for head-assembly harvest, ISO-certified cleanroom time, and senior-engineer labor for micro-soldering, head-stack transplantation, and multiple imaging passes. These costs are typical for a single-platter head crash; while donor drives are sacrificed in the process and cannot be returned for credit, purchase invoices are on file and can be provided if the Bureau requests them.
Ms. ************* now says she only wanted MP3 files and claims the external drive we sent was brand new and unopened. The drive was brand new when purchased, but it had to be opened so our engineers could load the recovered data onto it - industry best practice for ensuring data integrity and maintaining a clear chain of custody. The 5.75 GB of recovered material - ***** intact files - was written to that drive before shipment on April 22 2025. If the packaging remained unopened after delivery, she would not yet have viewed the files, but they remain on the drive exactly as documented on the accompanying inventory sheet.
Our engineers cannot target only MP3s during a physical rebuild; the objective is to image every readable sector and return all intact data. After head replacement and exhaustive imaging passes, the 5.75 GB supplied proved to be the only data in readable condition on the damaged platters; no further material could be accessed despite extensive effort.
The timeline is fully documented: payment on March 30, donor parts received April 15, cleanroom work concluded April 19, recovery drive shipped April 22, original device shipped April 28 - each step accompanied by an email or phone update logged in our ticketing system. Logs and tracking confirmations are likewise available on request.
Ms. ************* received both shipments: the recovery drive on April 24 and her original device on April 30. She had possession of both when this BBB complaint was filed. No additional fees have been charged, and no irregularities occurred; she purchased an expert attempt, the attempt was performed, and the only surviving data were returned.
Because the contracted service was provided in full, a refund is not warranted
Fields Data Recovery remains committed to transparent, good-faith service and appreciates the Bureaus continued review.
Customer Answer
Date: 05/15/2025
Complaint: 23256722

I have reviewed the business' response and am rejecting it because:

The business continues to try to twist information and give false information ignoring the complaints and facts. For example stating I had both hard drives when filing with BBB is simply untrue. I could not get the company to respond to me until I filed complaints and bad reviews. I filed the bad revies on April 25th. This is before they sent my orginal back and the new one i received prior was unopened and still is. Suddenly they went from not being able to give me details and information without consulting technicians and taking weeks to coming up with their story. They now are trying to twist the complaint that I am upset I did not get any data. That is not at all what I have stated. I knew I may not have any data recovered. I also knew they could not search for certain file types. Now the company is twisting my complaints. This is precisely why I say they took advantage of of me and did not properly charge. I have never been invoiced or sent a receipt for charges to prove they just threw a charge out there with no breakdown.

Sincerely,

***** *************
Initial Complaint
Date:02/04/2025
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.
On Jan 14, 2025 I queried the web site for Fields Data Recovery regarding a dead external drive with extremely valuable/potentially damaging private information (personal, professional, legal, medical) as well as sensitive information regarding several world famous celebrities. A sales *** called me within minutes and suggested that I use their pre-printed label to send to their home office in ******** for ***airs. I told her I concerned about the drive/info being lost in the mail and I would look for a local vendor. With this in mind, she directed me to their local office here in ***********. I called first and "***" confirmed he would be the one doing the work. I personally delivered it to their ************* office. After being lied to for over two weeks, the receptionist (Jordie) informs me that no work is done at that location and she was instructed to my drive out of state to ******** (w/o my authorization). My drive is now "missing." *** ***** in the home office either can't or won't explain. I have ***eatedly asked him in writing to be forthcoming. He won't. He wont even answer whether or not my drive was received in the Missouri Office. I was lied to by no less than six employees of Fields Data about the delay and where the work was being done. Meaning the location of my drive with valuable, private information on it about myself and others (including a few world famous celebrities which is quite valuable to certain media outlets). Please contact me so I may send you the email chain. That best communicates everything in writing via a timeline. This company committed fraud and now has my drive or lost it due to negligence. Breach of contract.
Business Response
Date: 02/04/2025
Thank you for allowing us to respond to Mr. ******* complaint. We understand how important his data is to him and appreciate this opportunity to clarify what happened and explain our efforts to resolve the situation.
Mr. ****** originally contacted us on January 14, 2025, about his non-functioning external hard drive. We offered a pre-paid *** label so he could ship the drive directly to our main lab in ********** ********. Instead, he chose to drop off the drive at our *********** location, which is a virtual office we mainly use for customer convenience. The staff there shipped his drive using a Fields Data Recovery *** label, but *** has no record of it ever being scanned. It appears the drive went missing before it entered ***s system.
We understand Mr. ****** feels misled about where his drive would be worked on. While he was welcome to drop off the drive locally, it still had to be sent to our main lab for the actual recovery. We sincerely apologize if we didnt make that clear upfront.
Since learning that *** never scanned the package, we have been in regular contact with them in hopes of locating the missing drive. They are checking their Overgoods area (where unidentified packages sometimes end up). Our main priority is finding Mr. ******* device so we can begin an expedited recovery at no cost to him. If *** confirms it is lost, we are willing to offer a replacement external drive as a goodwill gesture.
We are truly sorry for the frustration and worry this has caused Mr. ******* and we appreciate his patience. If there is anything else we can do or any additional information we can provide, please let us know. Thank you again for your time and for giving us the chance to share our perspective.
Customer Answer
Date: 02/05/2025
Complaint: 22897653

I have reviewed the business' response and am rejecting it because: While I appreciate the business' purported attempts to locate my drive, I maintain they perpetrated fraud by informing me that the diagnostic and subsequent repair of my dead external drive could be done locally at their ************* Office in *********** because I told them that I did want to risk sending it out of state to their home office in fear of it being lost in the mail etc. One of the employees of Fields Data Recovery that I had this conversation with was "***" who I spoke to twice at the **************** He said that they would perform the work there and dropping it ff locally would expedite the turnaround the time. I called him back at the *************** ********************************************************************************************************************** line. He said that either he or someone else from the office would get back to me later that afternoon or the next day (this conversation Tok place on the Thursday before ****** ****** **** Day). When I didn't hear back from anybody I started calling the *************** repeatedly. No one ever answered again. I contacted customer service as is demonstrated in the attached email chain. Employee ***** ***** suggested that I return to the office to find out the status of my drive or otherwise pick it up. I actually spoke to her on the phone twice. She said she was working from home. I then started receiving calls from other Fields Data Recovery offices asking me how my drive was working. Not one of them ever disclosed the *************** was a virtual office. One of the customer **** who called (who I spoke to twice) claimed that the unexpected delay was reasonable given the *************** was in the danger zone of the Los Angeles wildfires. He then went on to surmise that the likely reason no one was answering the phone at that location was because of evacuation. I then contacted *** ***** who I have been emailing with ever since. He has repeatedly informed me that they were investigating the whereabouts or status of my drive. I then took ***** *****'s advice and returned to the **************** t retrieve my drive. It was then that the receptionist (Jordie) informed me that no work is ever done in that office, Fields Data Recovery was rarely present, and the two calls I placed to *** where transferred to another location (which I was never told), She then went on to inform me that that was instructed to mail my drive out of state to the Missouri office (which I never authorized and in fact drove 30 minutes each way to the *************** to avoid mailing it at all). Jordie informed me that she was sent a pre-printed address label for the *************** which was sent to her by email (from either *** or the Missouri Office, I wasn't clear). She said she personally packaged it and "dropped it in the box" with an hour or so after I dropped it off. She then revealed that she is not even an employee of Fields Data Recovery but for another business that apparently shares the same suite. She just "helps out" occasionally when asked because no one from Fields Data Recovery is ever present. She emails with ***. As the attached email chain confirms, *** ***** never once disclosed that I had dropped it off at a virtual office. He still has not confirmed or denied any of what the receptionist told me or the claims made by "***" or implied by the other customer **** (about the *************** delays or suggesting I go back to the office for my drive). Mr. ***** has repeatedly avoided answered my direct questions asking if my drive was ever received by the home office or what the tracking number was on the mailing label that they generated but I never authorized. See attached email chain. It is clear that the company has wanted to avoid revealing that Wilahire was a "virtual office." Nor has Mr. ***** or anyone else "set the record straight" by saying I somehow "misunderstood" what I had been previously told. *** ***** has basically been "stonewalling" me to protect the company while they uprooted tried to locate my drive. Also: why were they relying on the receptionist (Jordie) to handle/mail my drive to them (w/o my authorization) when she is not even an employee? Again, I appreciate their purported efforts to correct this situation. But based on the new informayion obtained by BBB it is clear that something happened to my package in their "virtual office." Their investigation should not simply rely on ***. They need to focus on that office starting with Jordie who has been the only one who has been forthcoming with me, Thank you,

Sincerely,

***** ******
Business Response
Date: 02/05/2025
Thank you for reviewing our additional response regarding Mr. ******* concerns. We appreciate the chance to clarify the situation further.
We originally provided Mr. ****** with a prepaid shipping label so he could send his external drive directly to our main laboratory in ********** where our specialized equipment and recovery technicians are located. However, he later called back and asked if he could drop off the drive at our Los Angeles office instead, which is a drop-off point rather than a repair facility.
***, the support agent who spoke with Mr. ******* is based in ************** and has never stated that he works in *********** or that he personally handles drive repairs. It is our understanding that no one from Fields Data Recovery ever told Mr. ****** his device would be repaired on-site in ***********. We regret any misunderstanding if he believed otherwise.
According to our records (based on feedback from the facility), once Mr. ****** left his drive at the LA office, the receptionist packaged it for shipment using a Fields Data Recovery *** label. Unfortunately, *** has no record of the drive being scanned, and we are still working with them to determine what happened. If the device is located, we will immediately proceed with a free and expedited recovery. In the meantime, we remain willing to provide a replacement external drive as a gesture of goodwill, although we recognize this does not address his underlying reasons for seeking recovery services in the first place.
We sincerely apologize for the frustration this has caused and remain committed to resolving this situation. Thank you for your time and for giving us the opportunity to address these additional points.
Customer Answer
Date: 02/06/2025
Complaint: 22897653

I have reviewed the business' response and am rejecting it because: there are inaccurate statements as well as information not revealed to me prior to this BBB process. But I will address that issue in a moment. But first: Fields Data Recovery must make a police report about my missing external drive with confidential personal, professional, medical, financial, legal and legally sealed (by the court) information on it.
A police report can be made whether the property in question is suspected to have been stolen or is merely missing from where the owner placed it. Jordie the Receptionist informed me that she was the only person who handled my hard drive in order to package it and send to ******** on the instruction of Fields Data Recovery (but without my authorization). *** has confirmed both to me and to Fields Data Recovery that it was never picked up from **************************************************************************. Nor was its tracking number from the pre-printed mailing label ever scanned. Now, after three weeks, it is absurd for Fields Data Recovery to continually ask for my patience in the hope that my drive will somehow show up in a *** lost and found bin. The company's "virtual office" is located on the 8th Floor of an impressive high-rise in an affluent area of LA. Having been there twice, I can state that there is a security guard in the lobby who controls access to the elevators with some sort of coded card. I would guess that there are also security cameras at the entrance, possibly in the elevators, and probably on the 8th Floor where my drive was last seen/handled. I am demanding that Fields Data Recovery make a police report and take the necessary steps to review a copy of any security footage that might exist from January 14th and simultaneously have it independently preserved by the building or law enforcement. My drive did not simply disappear into thin air nor did it walk out of the building on its own.

Now back to my rejection: the inaccurate statements as well as information never revealed to me prior to this BBB process. Both are on par with ********** Recovery's intended facade of their so-called "***********" office.

1) Fields Data Recovery called me after I visited their web site to get information about what salvaging the contents of my dead external hard drive would entail. The woman said that a diagnostic would be performed in ******** and she was emailing me a *** mailing label in order for me to send my drive to **************. I thanked her but was not comfortable sending it because of the possibility of it getting lost and ending up somewhere else. For this reason, I had always intended to have the work done locally. The statement that "Mr. ****** later CALLED BACK and asked if he could drop off the drive at our Los Angeles office INSTEAD" is both inaccurate and misleading. I did not call BACK the woman in ******** but rather called the local number for the ****************** office of Fields Data Recovery *************) which I saw when searching for nearby recovery services. A man answered the 213 number (213 is a *********** area code). I told him about my dead drive and that I didn't want to send it to ******** (or anywhere else) because I feared it could get lost etc. I asked if I could I bring it to the WIlshire office for service. His response was something along the lines of "yeah, bring it in and we'll take a look." I asked if I could wait for the diagnostic and/or work to be done when I brought it in (like you can often do at the Apple Store's Genius Bar). He said "no" but the turnaround time would be quicker since I was bringing it in. He did not tell me that I couldn't wait because it was being sent out of state. This man then answered a few of my questions about how my confidential information would be protected/handled during repair. I was satisfied and asked him for his name. It was "***." It is only NOW revealed that *** is located in ******** where my local call to Fields Data Recovery was apparently transferred. While it's true *** never said "I work in ***********!" at no time did he ever say that he was in ******** or that my drive would be sent there which I had just explained I wanted to avoid. His affirmation of "bring it in and we'll take a look etc" implied that he was, in fact, working at the *************. Office.

2) When I arrived at the *************** an hour or so later and asked the receptionist: "Is this Fields Data Recovery?", she answered in the affirmative and asked if I was "*****." She explained that *** had told I was coming in. I was very, very impressed! I later learned the receptionist's name is ****** Our exchange further reinforced the facade that *** was working at that location.

3) Along these same lines, I called ************ for the second time 48 hours later in order to check on the status of my drive. I asked to speak to ***. A moment later, *** picked up. Until today, it was never revealed to me that *** was in ******** and that my local phone call had been transferred there. I asked *** about the status of my drive. He said they were backed up and my drive was next in line.

4) While *** was apparently in ********, we now know that my drive never was and was not "next."

5) The second part of one of today's responses: " . . . asked if he could drop off the drive at our *********** office instead, which is a drop-off point rather than a repair facility." is conveniently shoehorned in as if it is somehow common knowledge or was otherwise disclosed to me. This information was never explained to me until this correspondence facilitated by the BBB. Before today, I was not only allowed but tacitly encouraged to believe that taking my drive to the *************** would offer "a quicker turnaround time" and put my fears about it getting lost in the mail to rest. At no time did anyone ever correct me. Instead, everyone I spoke with obfuscated.

6) A further reinforcement of the intended facade is what comes up when Fields Data Recovery is searched: "Data recovery service in **********, **********." See screenshot attachment.

7) Having been made aware of the phrase "virtual office" for the first time during this correspondence, I googled the address of the ***************** itself. I found that a company called ***** is the 8th Floor's only tenant. They are basically in the business of renting high profile addresses to companies like Fields Data Recovery in order for them to have an impressive "local presence" without actually having to be present. It is also much less expensive than opening a real office. That said, ***** will provide a receptionist, mail pick up and mail forwarding, and many other services at additional costs. Actual offices, conference rooms, and lounges etc can be also be added at any time but are not required. In other words, this is the Wizard of Oz. I unknowingly placed my drive in the care of Regus, not Fields Data Recovery as I believed. Perhaps that is the reason it is gone. Regus is not in the business of retrieving data from computers.

8) My previously attached email chain with *** ***** demonstrates a similar lack of transparency. He avoids answering specific questions and never corrects any mistaken perception I may have about the Fields Data Recovery office in *********** because it serves the company's purpose. In other words, pay no attention to that man behind the curtain.

Sincerely,

***** ******
Customer Answer
Date: 03/19/2025
03/19/2025 AB: Called consumer and he stated that the compliant is not resolved, Consumer would like to know what happened and he would like the footage, external hard drive was in fact mailed by their company in the lobby of the building. The hard drive needed to be repaired and consumer took it to the business and the business took the hard drive to the home office and the consumer did not want that. The package was never mailed the package because the parcel arrived in a empty box. The data that was lost is of high importance. The business did not file a police report.
04/22/2025 AB: Consumer called and he stated the he wants to see the security footage that shows they dropped the package off in a *** drop box. Consumer is not interested in in a Monetary refund. There is confidential information on this hard drive.
04/24/2025 AB: Called and spoke to the consumer and he has in fact been in contact from *** and they do in fact have the device and the device was suppose to be delivered to the consumer today but the consumer never received today. I will keep this open for another week until 05/01/2025.
05/06/2025 AB: Called Consumer and he stated that he did get his devise returned. Informed the consumer this will closed as resolved.
Business Response
Date: 03/31/2025
03/31/2025 AB: Called business and call was answered and no one would say anything, send email to business to set up a date and time to talk about this complaint.
03/31/2025 AB: Business called back and stated that something happened with *** the package became lost for about month and then they found and once found the parcel which was empty. The business states that they have offered the consumer compensation but the consumer states that he wants a piece of mind. The business would to offer a $100 and additional compensation from *** in the amount of $1000.00. I will reach out to the business 04/04/2025.
04/03/2025 AB: Called **** and left a vm, need to know if he reached out to ***.
04/03/2025 AB: Spoke with **** and he informed me that he has just started the process to attempt to receive a refund from *** and I should reach out to him next week on 04/07/2025. called and left **** a message.
04/22/2025: AB Called business unable to leave a vm and sent a email to schedule a date and time to talk. Need to know if the business received the refund from ***.
04/24/2025 AB: business called back and stated that *** has the device. and **** would like the device sent to the consumer.
Initial Complaint
Date:11/13/2024
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 a computer here for data recovery and was told I would not be charged if they were unable to fix the issue. They were unable to fix it, they still charged me and kept my device.
Customer Answer
Date: 11/14/2024
I sent a computer here for data recovery and was told I would not be charged if they were unable to fix the issue. They were unable to fix it, they still charged me and kept my device.
Business Response
Date: 12/02/2024
Client PC, data, and clone were shipped on November 15, *** tracking number 1ZV5E961P250030478.
Customer Answer
Date: 12/08/2024
Complaint: ********

I have reviewed the business' response and am rejecting it because I ask you to read the letter below. I had uploaded this justification with Exhibits noted in the body below:
EL Family Dental
****** ****
********************************************************************************
**************

                                                            Re:      Fields Data Recovery Dispute of Charges
Dear BBB:

I am ****** **** (also referred as EL Family Dental and ******* Le) and I am disputing the **** charges of Fields Data Recovery (hereinafter, Fields) which never recovered any computer data, in particular recover the **2000 Dental Software and its files. I also seeking intervention by BBB to receive my refund. Fields charged my **** $6,039.21 for services it did not perform. Fields own email to me states that due to computer lack of functionality, a clone cannot be created (See Exhibit 14) and therefore data recovery and clone was impossible.

Below is a summary of the events that support the dispute of the charges and total refund to me. The hard drive and computer were returned to me by Fields only after I contacted the Better Business Bureau to file a complaint.

I use ** 2000 Dental Software for my work. In August 2024, my computer herein stopped functioning. I hired the services of **************** Recovery (hereinafter DriveSavers) (Exhibit 1) which sent me a shipping label (Exhibit 1A) on August 27, 2024. DriverSavers quoted to me a price of $4,900 to recover data on the computer (Exhibit 2) and later discounted it to $1980 (Exhibit 3) if data recovery was successful. *********** informed me on September 3, 2024 that the prior chain of events on the computer were destructive and it could not recover the data (Exhibit 4). DriverSavers shipped the computer back to me on September 12, 2024 (Exhibit 5) and sent an invoice for $0 dated September 11, 2024 (Exhibit 6) as it could not recover any data from the computer. I was hopeful to find another data recovery service to find a solution.

Thereafter, I tried the services of Fields Data Recovery on September 12, 2024 (Exhibit 7) which guaranteed to me, through conversations with its Account Manager ****** ******, that Fields will recover data and most importantly recover the ** 2000 Dental Software program for my work and patient files. As per the email annexed as Exhibit 8 and dated September 12, 2024, Fields offers free diagnostics evaluation. The hard drive of the computer was shipped to Fields on September 13, 2024 (Exhibit 9)as per their instructions.

On September 19, 2024, Fields sent an invoice and charged my **** credit card $6,039.21 (Exhibit 10) but no files were actually recovered from my hard drive.

Fields shipped my hard drive with clone on or about October 10, 2024 after invoicing the work (Exhibit 12).It is noteworthy that Fields never explained the reason for the shipment delay since it alleged it recovered files on September 19, 2024.

There were no files for me to open on the hard drive and clone (another hard-drive type of device) sent to me by Fields, as confirmed also by computer specialists. For computer IT technical assistance I turned to the President and CEO of ** 2000 (See Exhibit 15) **** ********* who stated that whoever attempted to restore the computers data did not restore the ** 2000 Plus Dental Software program or files at all. None of the files could be opened.

On October 11, 2024, ** 2000 President and CEO **** ********* and his IT specialist remotely reviewed the hardrive and found that no data nor the ** 2000 Dental Software was recovered by Fields. These two specialists informed me that the clone hard drive was empty. Attached as Exhibit 15 is a letter from ** 2000 about their review of my computer hard drive clone after I received it back from Fields the first time and after Fields returned it to me the second time.

I contacted Fields about the problem and Fields informed me to send the hard drive clone and the entire computer desktop box again to Fields on October 11, 2024 (Exhibit 13). I constantly communicated with Fields as my work was harmed by the lack of availability of patient files, my calls were ignored and all numbers that I contacted blocked me. I would call of Fields phone numbers, including ************** and I was told by a robo response that I am not allowed to call this number from my number. I was just shocked when I learned that Fields blocked my communications and was holding on to my computer with confidential files that I entrusted to them.Fields breached the trust given it knowledge of the data to be recovered. A call to this number to this date is blocked from my phone; however, the call goes through any other number. I continued my communications with *** ***** at Fields only through emails.

Annexed as Exhibits 14 and 14A are communications between me and Fields which demonstrate that Fields did not perform the service it was retained to perform to recover the ** 2000 Dental Software and dental practice files. As per the emails, Fields confirms that the computer is non-functioning and it does not guarantee it to be recoverable despite representatives ensuring that ** 2000 Dental Software would be recovered together with its files. Moreover, Fields confirms that cloning of the data (which includes the dental software program) cannot occur if the computer is non-functioning in summary of the email communications between me and Fields combined in attached Exhibits 14 and 14A. I should not pay for a service that I never received for data recovery. Below is a summary and timeline of our communications (See Exhibits 14 and 14A) after I sent to Fields the computer the first and second time.

September 12, 2024 I sent the computers hard drive to Fields following my oral conversations with Fields and guarantees to recover data, in particular ** 2000 dental patient information and records.

September 16, 2024 I receive the Terms and Conditions (Exhibit 19) the first time from Fields.

September 16, 2024 - I receive a welcome email from Fields (Exhibit 20) after I already sent my computer to Fields and engaged their services based on company guarantees that my data, in particular from ** 2000 will be recovered on the non-functioning computer.

October 12, 2024 I complain to Fields that they turned off the phones for my calls meaning my number is blocked and computer is in possession of Fields.

October 18, 2024 I express concerns to Fields that it takes a very long time. I also been calling Fields and am ignored as I hear a robo recording that not allowed to call this number.

October 21, 2024 I email Fields begging to be called back or answered.

October 21, 2024 Fields responds that if the clone does not work, then Fields cannot do anything about it. Fields also alleges that it provided me access to data but I and several computer specialists cannot access data as the computer is still non-functioning and the clone did not have any viewable data recovered.

October 22, 2024 Fields responds that the computer is non-functioning its Windows Operating System is corrupt and the reason why the clone will not boot. I must emphasize that I attached the hard drive clone to a different computer and still none of the files on the hard drive existed, nothing was recovered regardless which computer I tried to access the alleged data recovered. This is in complete contradiction that Fields has sent a functioning clone with the files. Fields states that we cannot boot a clone in our lab and this is why it provides no guarantees. A clone is a mirror image of the original device so the original issue will be present in the new clone. We do not fix clones or original media. The data provided will be accessible but unfortunately this is the best possible recovery we can provide. (Exhibits in 14/14A) Fields was never able to recover data, failed to recover the ** 2000 dental software and failed to create a clone as the computer system was corrupted and non-functioning per its own statements. I never agreed to be charged for Fields failure to recover the files. Fields told me verbally that I would be charged if it can recover the files and it did not.

October 27, 2024 I complain that the computer is not fixed. I explain to Fields the importance for me of the **2000 dental software and its files.

October 30, 2024 I communicate with Fields that I was promised data recover, which included the ** 2000 dental software, for what I was charged and later I was told there was no guarantee for recovery and am charged.

October 30, 2024 I am informed that there are no guarantees of cloning work.

October 30, 2024 I ask for the return of the computer. I also ask for return of the fees charged given that Fields did not recover any data that is viewable and actually opens on a fully functioning computer to be viewed and utilized.

This request for return of fees charged is consistent with Fields Terms and Conditions (Exhibit 19) which states as follows:

Term 4.5: Fields Data Recovery agrees that any payment for a recovery will only be processed in the event that data is successfully recovered from the clients media. The client understands that due to the complex nature of data recovery, it is not always possible to recover all the information from the clients media.

(Note: I received the Fields Terms of Conditions after I received guarantees for data recover and sent them my computer hard drive device.)

November 1, 2024 - Fields claims that the data is under a specific file link; however, there is no data viewable and files to open on any links or hard drive clone sent to me by Fields. Computer Specialists including ** 2000 Dental CEO and President **** ********* cannot open any files/clone sent to me by Fields after both returns of devices to me. The availability of viewable files is a misrepresentation by Fields. (See Exhibit 14A)

Note: November 13, 2024 I filed a complaint with Better Business Bureau in ******** (Complaint # ********). Fields had still not returned physically my computer and hard drive clone.

November 20, 2024 I was asking to speak with Fields and am very concerned that I am completely ignored.

November 21, 2024 I inform again Fields did not do its work.

November 21, 2024 Fields informs me it will not communicate with me due to his request to chargeback the Fields invoice.

Fields continued to hold the computer hostage as of November 21, 2024 and deprived me of access to files and denied me to further look for solutions. It was only upon my complaint to the Better Business Bureau that Fields shipped the computer with hard drive back to me on or about November 25, 2024. I hired again computer technicians in reliance on Fields false promises that it recovered data causing me additional financial expenses when I received it back finally from Fields. All technical experts review indicated that Fields never stored data and the ** 2000 Dental Software as presented in in Exhibits (See also Exhibit 15).

I sought the assistance of ************ to try to find the data as promised by Fields. Annexed as Exhibit 15 is a letter dated December 3, 2024 from CEO and President of ************* which states that **** ********* and his IT staff were not able to find any allegedly restored data on the computer. This letter attests that ** 2000, **** remotely accessed my computer data on the hard drive provided by Fields several times, and determined that whoever attempted to restore data from the damaged computer did not restore the ** 2000 Plus Dental Software program or any files.

I contacted the Better Business Bureau (hereinafter, BBB) (Exhibit 16) on November 13, 2024. Annexed as Exhibit 17 is a December 2, 2024 response email from BBB with Fields response. As per Exhibit 18, Fields response to the complaint was that **,data, clone shipped. This Fields response to BBB fails to address the following:
the fact that the data was never recovered successfully;
that the clone did not contain any viewable files and this is known to Fields that I had no data to view following its alleged data recovery process;
that Fields was informed by me that my computer was corrupted (based on my prior data recovery attempt) and Fields already knew in advance that the corrupted files could not be recovered successfully (as per its own email admissions) and viewed by me yet Fields staff guaranteed recovery of the files which induced me give Fields my **** card information that was abused by Fields [Fields September 19, 2024 email alleging data recovery information was intentionally deceptive and impossible and was used by Fields to justify charges to my **** (See also Exhibits 14 and 14A];
that the ** was non-functioning as per its above-mentioned emails and therefore Fields could not recover data, that the clone could not be created due to the non-functioning computer as per Fields admissions;
that ** 2000 Dental Software was not recovered;
that the response fails to address that Fields wrongfully charged me for services that were never performed and caused unreasonable delay to return the computer and for me to further seek solutions; and
that consistent with Fields own Terms and Conditions, it is obligated to refund to me the $6,039.21 for its services if data is not successfully recovered.

To this date, I do not have data recovered and I am completely paralyzed as I cannot work.

I ask for a full refund of the $6,039.21 charged by Fields to my **** credit card. The entire experience with Fields has caused me additional hardship and prevents me from using the dental files. I ask for **** and BBB intervention to seek the refund.

                                                                        Sincerely,

                                                                        ****** ******* **** (aka ******* ***) /EL Family Dental

Business Response
Date: 12/10/2024
Thank you for reaching out regarding Mr. ***** concerns. Fields Data Recovery takes all feedback seriously and remains committed to upholding the highest standards of customer service in line with our ******************** accreditation.
We would like to note that this matter is currently under review by Mr. ***** credit card provider through the chargeback dispute process. The chargeback process is designed to independently assess the legitimacy of charges and provides both parties the opportunity to present evidence.
Given that:
- Mr. **** has already pursued a chargeback for the amount in question and lost,
- He has initiated a second chargeback (which remains open),
Fields Data Recovery believes it is appropriate to resolve the dispute exclusively through the credit card companys process.
We understand the frustration Mr. **** has expressed, but addressing the same matter across multiple channels creates duplicative efforts and undermines the structure of the chargeback resolution process.
As the chargeback process is the designated mechanism for resolving this financial dispute, Fields Data Recovery is focusing its efforts there. Should the BBB require any additional information regarding our practices or adherence to our stated terms and conditions, we are happy to provide it.
Thank you for your understanding, and we appreciate your ongoing commitment to ensuring fair and balanced resolutions.
Initial Complaint
Date:11/08/2024
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 used their service to recover data on an SSD drive. They told me the first attempt did not work but if I used their detailed 'scrub' it may work. If the data was not recovered, I would receive 50% of the cost back. To this date, I still have not received a refund. I called once, emailed once, and sent two letters, no response.
Business Response
Date: 11/11/2024
Client paid $1,204.17 to attempt recovery services. This fee was non-refundable, and a secondary fee was due if the recovery was successful. We apologize for the outcome in this instance, but the entirety of the initial fee was non-refundable.
Initial Complaint
Date:10/21/2024
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.
Scam Business claiming to be Data Recovery I first spoke with Fields Data Recovery on Sept 19 about data retrieval from a damaged drive. I was told that they have a very high rate of success for data retrieval and they charge $200 - $1200. I sent in the drive. I received a call from them on Sept 27 saying they received the drive and it was going into their lab for analysis. They repeated, they have a very high rate of success but, it was going to be around 1200. On Oct 2, I received a call from **** who sent me a photo of a drive (attached) saying the heads were bad. He quoted me a price of $1321.07 to be able to repair the heads, after payment I would receive an email with a list of what media was recovered. I would receive a new drive in the mail with the recovered media. He said I would hear from him on Monday (this call was on Friday).I did not hear from him for over two weeks. After an email and 2 phone calls which were not returned, I was able to reach him through the customer service line. I was told that there was no media that was recovered and the drive was a total loss. I was told I would receive the drive back and a copy of my case notes showing what the money was spent on. Nothing has been provided. There is no documentation as to what was done. This company leads the buyer to believe they have a "very high success rate of recovery", and "have a comprehensive parts library", and "while not all media may not be recovered, most of it will be". This persuades the buyer to provide the large sum of money - in my case $1321.07 - after which they become uncommunicative and hard to reach. Then, when they are cornered, they claim "it was unrecoverable" without providing any proof as to any recovery efforts. I do not believe any effort was put forth in recovering the data from this drive. Ideally I want the media recovered but since they don't do that, I want a refund and the return of my drive.
Business Response
Date: 11/11/2024
We are writing in response to the complaint filed by Ms. ******* ******** regarding her recent experience with Fields Data Recovery.

Firstly, we would like to express our regret that Ms. ******** felt the need to raise her concerns publicly rather than reaching out to us directly. Our goal is always to address and resolve any issues promptly, and we appreciate the opportunity to provide clarification on this matter.

Upon reviewing Ms. ********** case, we confirm that the hard drive received was physically damaged. During our complimentary diagnostic process, it was determined that the read/write heads were severely damaged and required replacement to attempt data recovery. At that initial stage, no data was accessible due to the physical issues within the drive.

As communicated in the email acknowledged by Ms. ********* the initial payment was to cover the cost of parts, labor, lab time, and return shipping, and it was specified as non-refundable. The email stated: To proceed, we would need a non-refundable upfront payment.

Following her acceptance of the non-obligatory quote, we ordered the necessary parts. Once they arrived, our technicians proceeded with the head disk assembly (HDA) transplant in our clean laboratory environment. We have documented evidence of this process, including images and detailed descriptions, which we are willing to provide upon request.

Regrettably, despite our best efforts and industry-standard procedures, the data was unrecoverable due to the extent of the damage the drive sustained prior to its arrival at our facility. The damage to the platterthe component where data is storedwas not visible to the naked eye and could only be assessed once fully functional read/write heads were in place.

We want to assure all parties that the services paid for were indeed performed thoroughly and professionally. We apologize for any misunderstandings or distress this situation may have caused Ms. ********* We remain open to further discussions to address any remaining concerns she may have.
Customer Answer
Date: 11/19/2024
I did reach out to the company personally (several times) before filing this complaint - regardless, this issue was resolved privately with the company. After several emails with the head of their customer service department I did receive a full refund.
Again this issue is resolved, No further action is needed.
Initial Complaint
Date:08/21/2024
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.
**** with ********** Recovery misled me into believing most of my photos and videos could be recovered from a non functioning external hard drive. He told me the plates on the Hard Drive were Good and that they had a 75%-95% recovery rate. The first email received, dated: June 20, 2024 stated that I would have to pay upfront and it would be nonrefundable. I called **** and he made me believe most of the Data could be recovered, though very expensive & feeling reluctant, I went against better judgment & paid. ***************** states all phone conversations are recorded therefore it should be easy to prove how misleading **** was.The next email I received was Aug ****** which shows only 47 photos being recovered out of hundreds and hundreds of videos and pictures(10 years worth) and at the bottom of the email it states: If successful in retrieving data, we will issue a file list for you to look through and decide if the data that we have managed to gain access to is the data you wish to be recovered. If so, at that point we will begin the backup and return process of all recovered data. At this point, you owe nothing, as all services rendered have been part of our standard free diagnostic evaluation. You can opt for the free return of your device if you so choose. Please let me know if you have any questions at all. I was not afforded this option.Email from *****************, Aug. 16, 2024: You could not accept any files within the free diagnostic as no files were recoverable due to the level of damage sustained whilst the drive was within your care prior to arriving in our lab. **** told me the plate was good and only the head needed to be replaced for recovery. (Opposite of my conversation with ****) My experience is very similar to the other complaints filed with BBB. In my opinion they are not an honest Business for if they were as good as they claim they would not have to con people out of their money.
Business Response
Date: 08/22/2024
Please see attached.
Customer Answer
Date: 08/23/2024
Complaint: 22175275

I have reviewed the business' response and am rejecting it because:
Our recorded Conversations will prove how **** misled and implied most of my Data could be recovered because the plates were good and not damaged. **** stated all the hard drive needed was the head replaced. Now **** says they were damaged while in my care. Listen to the recordings of our phone conversation, which I have requested a copy of, and it will prove all.

Sincerely,

*****************************
Business Response
Date: 08/23/2024
The customer paid for a ********************** attempt, with no guarantee of success.
This attempt was successful, and all recoverable data has been provided to the client.
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.

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Fields Data Recovery is BBB Accredited.