Complaints

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:10/22/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Co. stated in writing date is recoverable.They eventually told me data was ready for pickup.I paid, instead of first reviewing data onsite with my PC.I immediately notified them data was bad and they eventually said they'd fix ******, they have ghosted me, will not return phone vmails nor emails, and have refused after two written (via email) requests, to issue credit.

  Customer Answer

  Date: 10/25/2024

  Hi there, 
  
  Please see attached response from business.  I'd be interested to know if the attached, long-overdue response is the result of BBB contacting the company.
  They claim a lot of excuses, missed emails I sent them, downed business phone system, a phone switch (whatever that means), claims of sent emails to me I in fact never received.
  
  Bottom line is in the QUOTE, they claimed the data was recoverable.  I take that to mean FULLY RECOVERABLE.  Who wants to pay $800 to only have half a recovered picture?  No one.
  
  Let's see what happens on Monday.  I am investingating the option of a small claims lawsuit.
  
  Thank you for EVERYTHING you do for us who are taken advantage of by such businesses,
  *******

  Customer Answer

  Date: 11/12/2024

  Dear BBB Staff:
  
  On 10/25, Friday, the business contacted me.  Claimed they sent me an email they in fact never sent.
  They claimed they are working hard on resolving my issue.  I think they are lying.

  They claimed they would contact me on 10/28, per the attached.  They did not.
  
  Have you received a response from them, and if not, will you please resend them your initial letter, or a follow up letter.

  
  Thank you,
  *******

  Business Response

  Date: 11/14/2024

  Hello,
  

  As the email(attached) I sent to ***************************************** fully intends on honoring a refund should the data not be recovered. I have not received a response to this email. We have not been rude, dismissive, nor are we taking advantage of anyone. 
  

  The situation is this. ******* HDDs, like most modern drives, use what is called *** technology. However, ******* HDD's have a firmware bug that produces repeating garbage data known in the industry as mOLDy sectors when the drive cannot properly read information from the *** translator yet reports to our systems that the data has been read. This is why some portions of the data are good, while others are bad. On our end, it appears that the data was successfully read, even though some portions of it are garbage.  

  The solution. There isn't one. The best we can do is to change the read write heads multiple times and adjust AFH settings in the drive's firmware. Also known as Average Flight Height. This is a very time consuming and expensive endeavor to which we have heavily invested in with this particular case. And unfortunately, will have to consider it a loss on our part. 

  24 Hour Data has always stood behind the quotes and has never asked for more money than what was initially quoted. And we have always honored the no data no charge policy with our clients.

  We will also not continue any efforts nor offer any more data than what has already been provided while under the threat of legal action. We have given no cause other than request for due process prior to issuing the refund. With that being said, despite the fact that the initial recovery effort did in fact produce some good data (as in not all files are affected by the translator issue and do open), a full refund is being issued via check and will be mailed to the client at the address we have on file, along with his original HDD, on 11/15/24.

  Mr. Cerralvo, I wish you the best of luck moving forward

  Regards

  *************************************

  Customer Answer

  Date: 11/25/2024

  Dallas Broadway, the owner of this company, has finally refunded me and sent my hard drive back to me. Hopefully the next company I use will be more upfront with me on progress as they attempt the recovery.
  
  Case can be closed.

  
  Thank you

  *******

  Customer Answer

  Date: 12/03/2024

  I have reviewed the business response and accept this resolution. 

  Dallas Broadway, the owner of this company, has finally refunded me and sent my hard drive back to me. Hopefully the next company I use will be more upfront with me on progress as they attempt the recovery.
  
  Case can be closed.

  Thank you

  *******

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  In march 2021, my desktop would not open my business program. I drove to Dallas and dropped it off at Ace Data Recovery for a quote. A few days later I received the quote explaining what had failed on the Hard Drive. They said the read/write head was bad and quoted $2600 to fix it. I declined and called 24 hour data and Dellis said Ace overprices their work. He quoted $750 so I dropped it off to him around the middle of March. Three months later I hadnt heard from them. I called and left a message, no return call. I called again and talked to ****** ********, who immediately started to apologize. He said ****** had worked on the drive and had just quit the company. He promised he would look into the drive and call me back in a couple of days. No callback. I called him after a couple of weeks and he said he was working on it and would finish the next day and call. The next day no call. I called his secretary and she said she would have him call back later that day. No callback. I called back a few days later and he answered and said he had transferred everything to a new drive and it would be ready the next day. All this has now taken over 6 months. I drove to Dallas picked up the drive and he apologized and said N/C for the Drive. Got home and it would not run. I called and told him the device wouldn't run. He said he didn't know why and suggested trying a Toshiba storage device. I drove to Dallas and picked up the device, again N/C. Plugged the device into my desktop and the only info on it was Toshibas warranty info. I emailed him again, I was very upset that the drive contained nothing. He then said he could dropbox the files. I paid for the dropbox app. and still didn't get any of my files. Now over a year of my time and money was for nothing. A company that claimed to be experts at data recovery couldn't produce one page of data, WHY? I also have emails from ****** ******** if that is his real name

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/09/30) */
  Hello. The client originally submitted his drive
  in March of 2021. Unfortunately, we had parted ways with the tech that was assigned to handle his recovery sometime after and the shift in workload caused delays that we did not anticipate.
  
  As a result of these delays, we notified the client, along with many others during that time, that the recovery would be free of charge. I truly wanted to make things right.
  
  In the case of this client, I was unable to produce good working data. I emailed the client on 1/28/22 and 2/10/22 explaining that we would need the original failed device back so that I may rework the recovery to figure why the data wasn't good, we also offered to provide him a shipping label. This BBB complaint is the first time I've heard from the client since.
  
  24 Hour Data spent time and money trying to recover the client's data and did not charge for any part of it. Furthermore, we had nothing to do with his data loss.
  
  The clients request to be paid the amount of $2,500.00 as a reimbursement for his travels are inaccurate and unwarranted. Each time we made plans for him to come in for something, he made mention that he would come in after doing a job in the area. Which I believe was three or four times throughout the entire process.
  
  My name is ****** ****** ********, and is the full real name given to me by my parents.
  
  
  Consumer Response /* (3000, 7, 2022/10/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I expected, he is not able to tell the truth. I have attached an email that will verify everything I stated. His response is simply a CYA. I may consult with my attorney at this point.
  
  
  Business Response /* (4000, 10, 2022/10/20) */
  My response was truthful and respectful. I have attached my email responses to the client. As I did with my BBB response, my email responses shows that in no way did I avoid any shortcomings we had at the time and offered to try and make it right.
  
  
  Consumer Response /* (4200, 12, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This process has taken over a year of my time. I have been extremely patient and still have notjhing to show for it. I sent the drive to another recovery business who was approved by every computer company and they said the drive had been damaged to the point that no data could ever be recovered. That data was worth approximately $400K. 24 hr data said they transferred the info to another drive. I am sending the drive to Salvage Data to see if there is anything on it. I am willing to bet that drive is blank as well. All the other drives haven't contained a single file of information. March of 2022 was 1yr. 7mths. with 24 hr data. Anyone who has ever known me or worked for me will verify that I am a fair and patient person. My data being destroyed is now a much bigger problem.
  
  
  Business Response /* (4000, 14, 2022/10/21) */
  The statement from Salvage Data indicates that the platters have damage that makes recovery impossible as the damage is destroying the R/W Heads they put in it. Nowhere does it state that my removing the R/W Heads caused the destruction of your data. And no data recovery company would make such a claim as they would know it to be false. Just like I can't and won't make claims that Ace Data Recovery damaged it prior to you bringing it to me. Removing/Replacing R/W Heads is an integral part of attempting recovery from a drive with failed R/W Heads. Recovery cannot be attempted without doing so.
  
  We completed our diagnostic on 3/26/21. You accepted the quote on 3/31/21. You had all of your belongings in your possession prior to my last email to you on 2/10/22. NOT the 1.7 years you claim.
  
  I never once contested the fact that I mistakenly and regrettably gave you drive(s) I thought contained your data. My mistake was not verifying those process completed successfully.
  
  24 Hour Data, Ace Data Recovery, Salvage Data, or any other company you sent/send your drive to is NOT responsible for the loss of your data. I urge you to try to understand that you didn't make backups, your drive crashed, and your data is possibly not recoverable due to the type of crash. On average 20% of all failed drives with R/W Head failure are NOT recoverable. Give or take a few percentage points depending on the specific type of drive.
  
  
  Consumer Response /* (4200, 16, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  24 hr data indicated that they were able to access some data. I would be happy if they could give me any usable data. If they could produce 50% of my data or anything, I would be satisfied. Now the ball is in their court. I am betting against them. I hope I have to eat my words, but I'm sure that will never happen.