Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  LSG Landscape Architecture enlisted its IT consulting firm, *************************, to help find a data recovery service to retrieve data from an external hard disk drive. ************************* reached out to PITS Global Data Recovery Services, which agreed to take on the case and examine the drive.On August 22, 2024, PITS Global Data Recovery Services informed M3 Technology Consultants that the evaluation was complete. They indicated that recovering the data would require their in-lab proprietary methods and provided three payment options. *** selected Option 1 ************ Recovery for $3,059.**** ******, the account manager for **********************, requested a downpayment of $918 and sent an authorization agreement, which LSG processed the following week, on August 25, 2024. However, on Tuesday, September 24, 2024, **** ****** informed M3 Technology Consultants that the data could not be recovered.**Complaint:** PITS Global Data Recovery Services took on the project after examining the external hard disk drive and led us to believe that they could recover the data. As a result, we signed the service agreement and paid the $918 downpayment. Since **** was unable to fulfill its commitment, we request a refund of the $918 downpayment.

  

  Business response

  02/03/2025

  Dear BBB Representative,
  

  We appreciate the opportunity to respond to this complaint and provide clarity regarding the services rendered to LSG Landscape Architecture and M3 Technology Consultants.
  

  Case Summary
  LSG Landscape Architecture engaged our services through their IT consulting firm, M3 Technology Consultants, to attempt data recovery on a ******* 3TB ST3000DM003 hard drive. The drive had been previously tampered with by an unknown party, making the recovery process significantly more challenging.
  

  Service Agreement & Non-Refundable Fee
  After completing our initial evaluation, we provided the customer with a detailed service quote, which clearly outlined the pricing structure and terms, including a non-refundable engagement fee. This engagement fee covered the time, expertise, and specialized spare parts required to attempt data recovery on a previously tampered device. The terms explicitly stated that this fee would not be refunded, regardless of the recovery outcome.
  The customer signed the service agreement via ********, acknowledging these terms before proceeding with the recovery attempt.
  The $918 payment was not a "down payment", as falsely stated in the complaint. Instead, it was the non-refundable engagement fee, as per the agreed terms.
  Despite the extensive damage caused by prior unauthorized recovery attempts, our team invested time, resources, and parts to attempt the recovery before determining that the data was irretrievable.
  

  Customers Misrepresentation
  The claim that PITS Global Data Recovery Services "led them to believe" the data was recoverable is inaccurate and misleading. Our evaluation provided an honest and transparent assessment, and our quote did not guarantee success but rather outlined the necessary steps for an attempt. The customer fully understood and accepted this before proceeding.
  

  Conclusion
  Based on the signed service agreement, the documented communication, and the work performed, we stand by our position that no refund is due. The non-refundable engagement fee was clearly disclosed, agreed upon, and paid voluntarily.
  

  We are attaching signed agreements to support this case. We respectfully request that this complaint be closed as resolved with no further action necessary.

  Customer response

  02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  PITS received the hard drive delivered in mail.  After examining the hard drive condition (which they admitted was worked upon by another company) still proceeded with telling me that they would attempt to recover the data with a fee.  PITS intentionally mislead me into paying for a service they know would NOT lead to a positive outcome.  I hereby request that they refund the $913 I paid.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  PITS Data Recovery charged me $1975.00 to recover data off a 6TB external hard drive that was damaged. I had about 4.5 TB of data saved on the drive. I was provided .jpg pictures of the list of folders they were going to "recover" the assumption and conventional wisdom was that data was complete un the pictures of the folders provided. In fact that was the ruse. They sent me a hard drive, which they charged an additional $75 dollars for, to return only 320GB of data. I felt completely scammed. I filed a complaint with them and they only called to tell me that was the process and there was nothing could do about it. the initially did not return my hardware (hard drive and expensive G-drive enclosure) and I had to ask for it back. They were just going to keep it. Super bad experience, unprofessional actions on their part. They called me today 09MAY24 and threatened me with debt collectors, since I filed a dispute with Apple Card/******* *****. Really not cool and unprofessional all the way around.

  

  Business response

  06/06/2024

  Initial Contact and Evaluation:
  On October 28, 2023, we contacted the customer to explain our process, and upon his confirmation, we proceeded with the evaluation of his device. We requested the customer to list the contents of the device to ensure optimal evaluation and recovery results. The customer specified that the most important items were music files (WAV, Pro Tools, Cubase, Logic Pro X, MP3), photo and video files, and important documents, without mentioning the data size.

  Service Agreement:
  After the evaluation on November 16, 2023, the customer expressed dissatisfaction with the initial pricing ($2,399 for 3-4 weeks). To assist the customer, we offered a discounted option ($1,900 for 5-8 weeks),which the customer accepted. The customer signed the DocuSign agreement, which included an additional charge of $75 for a 1TB external hard drive for storing the recovered data. As stated in the agreement: "Data recovery associated costs do not include a new return data storage device and will be separately quoted."

  Communication and Updates:
  On January 13, 2024, we informed the customer via email about a delay due to complications. A follow-up call was made on January 24,2024. With the customers approval, we continued with the data recovery process. On March 7, 2024, we updated the customer about surface damage to the device and our commitment to recovering the data. We also sent a list of retrieved folders, requesting the customer to prioritize them, but received no response.

  As stated in our terms and conditions: "Generally, the turnaround time is provided with the best of circumstances. However, due to the nature of the data recovery field, sometimes unpredictable circumstances,certain complications, and other technical problems may occur during the recovery operations and this may create a situation where more turnaround time is needed. By approving the Terms and Conditions, you automatically accept the possibility of such time estimate extensions."

  Completion and Payment:
  On March 21, 2024, we completed the recovery and made multiple attempts to contact the customer for a verification session, without success. Despite multiple follow-*** on March 22nd, 26th, and April 2nd and 3rd, the customer was unable to schedule a verification session due to personal commitments. Our terms state: "We will use all possible methods to recover all the recoverable data from your data storage device. If we can recover your data, we will send you an email to schedule a customer file verification session. The Customer will have 5 (five) business days to review the recovered data and make payment after receiving an email notification about the completed data recovery process. Payment should be made in full before the release of recovered data. If the Customer does not respond to any communication within the next 5 (five) business days, PITS is authorized to process the payment in full and ship the data to the address provided by the Customer."

  On April 3, 2024, the customer inquired about any unrecoverable data. We clarified that we recover available data and if certain files are missing, they likely were not present or were overwritten. We also shared the file list of the recovered data since the customer was unable to join the verification session. The customer approved the charge of $1,900 plus $75 for the external hard drive on April 3, 2024. We shipped the recovered data and offered to return the original device upon the customer's request, which we did promptly on April 22, 2024.

  Dispute and Resolution Attempts:
  On May 6, 2024, the customer contacted us about missing data and alleged that we did not contact him for verification. We provided call history and email records to show our efforts. It is also important to note that during the sharing of the file list, PITS has no right to check the customers data or whats inside the folders/documents without the customers permission. As stated in our terms and conditions on page 4: "We confirm that we will protect the confidentiality of your data against unauthorized access,except as required by law, and will use your submitted storage device,confidential data for no purpose other than data recovery." According to our terms, full payment was authorized upon completion of the recovery service.Despite offering a $400 refund, the customer disputed the charge of $1,975. We explained that our efforts recovered all available data and, per our terms:"Due to the nature of data recovery, once results have been verified by a customer,no refunds can be processed." Additionally, "The Customer acknowledges that the service fee cannot be disputed or charged back if the required details about the necessary files are not provided in the format requested on the last page of this document."

  PITS Global Data Recovery Services made every reasonable effort to recover the customer's data and maintain clear communication. We apologize for any inconvenience but assert that we fulfilled our contractual obligations. Given the completed service and our terms, we will proceed with forwarding this case to debt collection if the dispute is not resolved.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/14/24, I sent in a hard drive for recovery by Pits. I paid the initial evaluation fee of $49 the same day. I hired Pits to recovery the contents of a hard drive. On 2/19/24 at 9:43am I received a follow up from Pits asking for more information, which I provided promptly at 11:00am. On 2/23/24 I received a call during which **** claimed they believed they could recover the drive, and they have a 99% recovery rate. I decided to move forward with ************ Recovery, with results in 3-4 weeks, costing $1,899. On that call I gave verbal consent to perform the work, and I paid the 30% required upfront charge of $569. After that, I didn't hear anything for 5 weeks until I called myself, at which point I was told the technicians were coincidentally working on it now, and I would hear results later in the day. I get an email later that day, no phone call, on 3/28/24 that the device was somehow part of the 1% unrecoverable drives, and the data was not recoverable. I scheduled return shipping of my drive, and received it on 4/4/2024. After the case was closed, I made multiple attempts to reach Pits via email to request a breakdown of the work that was performed, as well as notes and documentation of my case. I made these requests on 3/28/2024 and 4/4/2024. I still have not received a response. During this entire ordeal, I was the one reaching out to Pits and did not receive proactive responses about the service I had paid for. Their poor communication and lack of documentation has made me realize that they have likely scammed me, knew from the beginning that my drive was unrecoverable, and are falsely claiming to have a 99% recovery rate. I am requesting a refund of the full $618 that I paid, and would like a detailed breakdown and documentation of all work that was performed to try to recover my drive. I would also like a line by line itemized receipt to explain why I was charged $618 with nothing to show for it. I have all communications saved including phone calls.

  

  Business response

  04/24/2024

  The initial contact with our client was established on February 14, 2024. Upon receipt of the client's device in our laboratory on February 19, 2024, we proceeded with a standard evaluation service, the fee for which was set at $49, as selected by the client. The evaluation results were communicated to the client on February 23, 2024, after which the client opted for our ************ Recovery service with an anticipated completion timeline of 3-4 weeks.

  As explicitly stated in our terms and conditions, which the client reviewed and signed, the nature of data recovery is such that it may encounter unpredictable complications, potentially extending the recovery timeline. This possibility was acknowledged and accepted by the client upon agreeing to the terms (referenced on page 1 of the terms and conditions).

  Furthermore, the client agreed to an engagement fee of $569, constituting 30% of the total service cost ($1,899). This fee, as clearly outlined in the Engagement Fee and Payment Authorization Terms, is strictly non-refundable, irrespective of the data's recoverability. This non-refundable policy covers scenarios including, but not limited to, the eventual non-recoverability of data, as was the unfortunate outcome in this instance.
  The engagement fee is charged to allocate the necessary resources and labor to the clients case, ensuring that every possible effort is made towards data recovery. This fee structure is part of our commitment to provide dedicated service and to partly compensate the intricate processes involved, irrespective of the outcome. The authorization for these terms and the engagement fee was completed via DocuSign, ensuring a secure and verifiable agreement process, with the client's full awareness that these fees were non-refundable.

  On March 28, 2024, we informed the client that the data was unrecoverable due to an Encryption Barrier. Following the client's request, a comprehensive explanation was provided both over the phone on the same day and via an email sent on April 21, 2024.

  The client's device was carefully packaged and returned via ***** on April 2, 2024.Regarding the client's request for a technical report, our terms clearly state that such reports are not provided when data is non-recoverable unless a separate fee is agreed upon for this service (as specified on page 2 of the terms and conditions).

  We deeply regret that we were unable to recover the clients data despite our rigorous efforts and multiple attempts. We fully understand the critical importance of the data to our client and share their disappointment. Our commitment to maintaining clear communication and transparency with our clients is unwavering, and we continuously strive to improve our service offerings.

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

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

  
  

  Hello,

  
  

  I want to follow up with now closed Complaint 21600594 against ********* Recovery, filed on 4/19/2024. I would like my complaint to be reopened, as the issue has not been addressed yet, and the response I received from the business was not sufficient. I would like to piece apart the response I received from Pits to give a more complete picture of what happened.

  
  

  The initial contact with our client was established on February 14, 2024. Upon receipt of the client's device in our laboratory on February 19, 2024, we proceeded with a standard evaluation service, the fee for which was set at $49, as selected by the client. The evaluation results were communicated to the client on February 23, 2024, after which the client opted for our ************ Recovery service with an anticipated completion timeline of 3-4 weeks. 

  As explicitly stated in our terms and conditions, which the client reviewed and signed, the nature of data recovery is such that it may encounter unpredictable complications, potentially extending the recovery timeline. This possibility was acknowledged and accepted by the client upon agreeing to the terms (referenced on page 1 of the terms and conditions).

  This is true, however what Pits failed to mention is that I Explicitly stated that this was an issue regarding encryption. I inquired whether this is something they regularly deal with and tried to get more details on the statistics regarding this type of recovery, but was met with a generic we have a 99% recovery success rate.

  Furthermore, the client agreed to an engagement fee of $569, constituting 30% of the total service cost ($1,899). This fee, as clearly outlined in the Engagement Fee and Payment Authorization Terms, is strictly non-refundable, irrespective of the data's recoverability. This non-refundable policy covers scenarios including, but not limited to, the eventual non-recoverability of data, as was the unfortunate outcome in this instance.
  The engagement fee is charged to allocate the necessary resources and labor to the clients case, ensuring that every possible effort is made towards data recovery. This fee structure is part of our commitment to provide dedicated service and to partly compensate the intricate processes involved, irrespective of the outcome. The authorization for these terms and the engagement fee was completed via DocuSign, ensuring a secure and verifiable agreement process, with the client's full awareness that these fees were non-refundable.

  While I did agree to this service, it was under the presumption that Pits was well-versed with encrypted drive recovery. I was told by my service representative that they have handled cases like this before. My goal of this service was to unlock the encryption on the hard drive. I made this VERY clear on the phone multiple times and that I did not have the password to this drive.

  On March 28, 2024, we informed the client that the data was unrecoverable due to an Encryption Barrier. Following the client's request, a comprehensive explanation was provided both over the phone on the same day and via an email sent on April 21, 2024.

  On March 28th, after reaching out multiple times for the status of my recovery (rather than them proactively informing me), I was told my device was unrecoverable. The comprehensive explanation I received was simply that none of the passwords I provided that mightve been the correct password worked. Of course they didnt, I already knew none of them were the password! I had already made that clear as day to the customer service representative on my case when initiating the service. The email I received was after sending four separate emails requesting a more in-depth explanation, and also after I had filed the complaint with BBB. The response I received from them on the April 21st (not April 22nd) is as follows:

  "The information we have received from our engineers that we have made multiple attempts to recover the data. Please note that the passwords you have provided also didn`t work. We use different methods to attempt for data recovery for this kind of cases and it's in our best interest that data gets recovered so we can make business. Unfortunately, data recovery from your case wasn't possible and based on your request we have returned your device back to you.

  This is not sufficient as I requested an itemized receipt for the services provided, as well as an explanation of their fee structure. Once again, I spent over $600 with this company with absolutely no proof that any service was provided, much less a simple receipt explaining their services.

  
  

  The client's device was carefully packaged and returned via ***** on April 2, 2024.Regarding the client's request for a technical report, our terms clearly state that such reports are not provided when data is non-recoverable unless a separate fee is agreed upon for this service (as specified on page 2 of the terms and conditions).

  We deeply regret that we were unable to recover the clients data despite our rigorous efforts and multiple attempts. We fully understand the critical importance of the data to our client and share their disappointment. Our commitment to maintaining clear communication and transparency with our clients is unwavering, and we continuously strive to improve our service offerings.

  The remainder of the email is factually true as far as I can tell.

  
  

  I would like to reopen this case or I will create a new one as Pits has not yet offered me a thorough explanation of specific attempts to unlock the device, has not provided me an itemized receipt, and has not addressed the fact they they accepted my device with the knowledge that there was a password I did not know, and that the service I was requesting was to unlock the device.

  
  

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

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

  **********

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  05/28/2024

  We appreciate the opportunity to address the additional concerns and provide a detailed explanation of the services rendered. Firstly,we acknowledge the dissatisfaction and strive to maintain transparency and high standards of service.
  

  During the initial conversation, it was communicated that the case involved an encrypted drive. It was explained that while PITS Global Data Recovery Services has extensive experience with encrypted drive recovery,the inherent nature of data recovery means that results cannot be guaranteed.This was clearly mentioned during the call on February 23rd.
  

  We have reviewed all call recordings and email exchanges related to the case to ensure that every aspect of the concerns has been thoroughly addressed. In addition to the email explanation of the non-recoverable data, a call was conducted on March 28th, during which it was confirmed that the passwords provided were not correct. Nonetheless, various software tools were utilized to attempt decryption, and the drive was connected to the ***3000 machine, which is a safer and more sophisticated method than manual password guessing. Despite these extensive efforts, the data remained inaccessible.
  

  We utilized all feasible methods to retrieve all recoverable data from your data storage device, as stated in our agreement (DocuSign Page 1). The engagement fee covered extensive recovery attempts, use of advanced decryption techniques, and the labor involved in the case. While our standard practice does not include issuing detailed technical reports for non-recoverable cases, a general outline of the services rendered was provided.
  

  As the legal owner of the submitted storage device, it was acknowledged that the success of data recovery cannot be assured. PITS made every reasonable effort to recover data, but no specific outcome could be promised (DocuSign Page 2). Furthermore, PITS, along with its employees,engineers, directors, and officers, offered no explicit warranties, guarantees,representations, or conditions concerning the data recovery services provided or their outcomes. All attempts at data recovery were conducted on an 'as is'and 'with all faults' basis, undertaken at your own risk (DocuSign Page 3). It was recognized and accepted that our no-refund policy was an integral condition of the agreement, acknowledging that all payments made were final and not subject to refund (DocuSign Page 2).
  

  We regret that we were unable to recover the data despite rigorous efforts. Our primary goal was to decrypt the drive and proceed with data recovery, but unfortunately, the encryption barrier prevented access to the data. It is important to understand that there are no guarantees in data recovery due to the various complexities and challenges inherent in the process. However, recovering the data successfully is always in our best intentions. We strive to use everything at our disposal to complete the recovery and retrieve the data.
  

  We remain committed to addressing any concerns and welcome any further dialogue to clarify any outstanding issues.

  Customer response

  06/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Unfortunately, the response received from PITS does not adequately address the critical issues I raised, and I believe my concerns have not been properly addressed.
  

  Misrepresentation of Capabilities: During my initial contact with PITS, I explicitly stated that my hard drive was encrypted and that I did not have the password. I was assured by the service representative that PITS regularly handles such cases and has a 99% recovery rate. This assurance was a significant factor in my decision to proceed with their services. However, it has become apparent that PITS either did not have the necessary expertise to handle encrypted drives, or did not make a genuine effort to recover my data. I believe the likely situation is the firm knew they wouldn't be able to recover the drive given their capabilities, but decided to proceed nevertheless given their smoke and mirrors business practices that shield their work from their high-paying customers like myself.
  

  Communication Issues: Throughout the recovery process, I was the one initiating contact to receive updates. PITS failed to proactively inform me of the status of my case, leading to unnecessary delays and frustration. When I did receive communication, it was often vague and lacked detail. For example, the explanation provided on March 28, 2024, merely stated that my passwords did not work, which I had already informed them of. The subsequent email response on April 21, 2024, did not provide a comprehensive explanation of the methods used or the efforts made to recover my data.
  

  Lack of Detailed Breakdown and Documentation: Despite multiple requests, PITS has not provided an itemized receipt or a detailed breakdown of the work performed on my hard drive. As a paying customer, I believe I am entitled to know what specific steps were taken in the recovery attempt, especially given that I paid a substantial fee for their services. The response from PITS only mentioned general efforts and tools used, without offering any specific details or documentation to substantiate these claims.
  

  Non-Refundable Fee: While I understand the terms and conditions regarding the non-refundable fee, my concern is that I was led to believe that PITS had a high success rate with encrypted drives. This information and reassurance from my case manager influenced my decision to proceed with their services. Given the lack of transparency and the inadequate explanation of the efforts made, I believe a refund is warranted in this case.
  

  In light of these points, I am requesting a full refund of the $618 paid to PITS Global Data Recovery Services. Additionally, I am requesting a detailed technical report outlining the specific methods and attempts made to recover my data, as well as an itemized receipt explaining the charges.

  I seriously regret that this business transaction has come to this, however I do not believe I have been fairly treated, and I still have not received a satisfactory response from the firm.

  
  Thank you for your attention to this matter. I look forward to a resolution that addresses my concerns and provides the transparency and accountability that was lacking throughout this process.
  

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

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my hard drive to PITS Glibal in march and was unsure about the name of the files on the drive that I needed. They showed me what they recovered which ****** my memory and I did not se the specific file that I knew was on the drive and that I needed. I told them that it was not there. They went and tried again and was still not successful. After the second try they automatically charged my bank $1400. I disputed the charge with my bank - ********** and they retrieved my money back because PITS was not successful in retrieving my file. My bank also told me not to download the files because we were in dispute so I did not. PITS has now sent a debt collector after me. They were unsuccessful in retrieving my files and I did not download any of the files that they did retrieve. At this point I know that they are fraudulent and scammers trying to extort me for $1400. Perhaps because they know their costs are higher than other companies. Their contract states that they will deal with issues with mediation but I have yet to see a mediator reach out to me. The only recourse I have is to expose them on BBB.

  

  Business response

  03/29/2024

  Pursuant to the executed agreement via DocuSign dated 3/10/2023, we diligently completed the specified services by 03/22/2023. It is imperative to note, as delineated in the service terms, that the Customer did not enumerate a specific set of files for recovery, opting instead for the designation "unknown" (refer to page 5 of the agreement). In accordance with these stipulations, our client successfully recovered all files that were feasible within the agreed-upon timeframe of 3-4 weeks.
  Furthermore, as explicitly stated on page 2 of the agreement: "In instances where the Customer fails to precisely identify critical files for recovery, or employs descriptors such as all,"everything", or unknown, we shall deem the recovery process complete upon the retrieval of any files from the device. It is understood by the Customer that under these circumstances, the service shall not be categorized as 'unacceptable' or 'incomplete' should the Customer omit specific details regarding essential files."
  The Customer's card was charged, and the data was disseminated ********* services, consistent with the agreed terms.
  It is pertinent to acknowledge that we incurred significant labor and component costs in fulfilling this service and retrieving the files.As per the binding agreement, in scenarios where a customer does not explicitly specify a list of required files, the rendered service cannot be rejected as "unacceptable." In the present case, we have retrieved all possible files and facilitated their transfer to the cloud system. Based on the unequivocal terms of the agreement, any requests for refunds are not applicable,as outlined on page 3 under the 'Refunds' section.
  Additionally, it is pertinent to highlight that the customer exhibited non-compliance by failing to participate in scheduled verification sessions, a fact substantiated by our records indicating multiple instances of rescheduling. This pattern of behavior gives rise to a reasonable supposition that the customer may be engaging in fraudulent conduct. It appears plausible that the customer, having willingly entered into the agreement, subsequently altered their intentions and is now seeking avenues to evade their contractual payment obligations. This conduct not only breaches the terms of the executed agreement but also undermines the fundamental principles of good faith and fair dealing implicit in contractual relationships.
  PITS has fulfilled its contractual obligations by completing the job as specified in the agreement. Despite this, PITS remains unpaid for the services rendered. This situation constitutes a clear breach of the agreement on the part of the customer. The failure to remunerate for ******************** duly provided, especially in light of our adherence to the agreed terms and diligent efforts to accommodate the customer's verification process, is not only a breach of contractual obligations.
  Before proceeding with the submission of the Customers details to a collection agency, it is important to note that our we exercised due diligence by attempting to reach out to the customer on multiple occasions. Despite these concerted efforts, communication with the customer proved to be unfeasible.This lack of response from the customer further complicates the situation and underscores our commitment to resolving the matter amicably and in accordance with professional standards.

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I stand by the information provided in my complaint. Their response does not comply with my request to cease with the harassment and fraudulent accusations.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent in a drive to have the data recovered. They said it was recovered and want $1,700. When I told them I was not able to pay that amount they dropped it. I have sent in $600 and got nothing for my $600 but emails. I am not willing to send more scam money. In our last communication, 2 weeks ago, they said they were shipping my drive out and would send a tracking number. I have heard nothing since. I am including a snapshot of our last communication with the case#.

  

  Business response

  01/04/2023

  The customer sent us a 4TB hard drive for data recovery on 2/9/2022. After the initial evaluation we have provided the customer with a service quote for data **********************. He has mentioned that he is not able to afford it. Therefore, we have applied a big discount to help him with this case. He was glad to hear about the discount and signed the service agreement to proceed with data recovery for $1149. The additional fee for the new 2TB HDD($75) also been agreed over email. However, we are willing to copy the data on a new drive free of charge if pay the total amount for data recovery service. The service agreement has been signed on 2/21/2022. 
  
  We have completed the recover process on 3/23/2022 and arrange a remote session for him to review the files on the same day. The customer has contacted us and mentioned that he is struggling to make the payment in full as he had some family situations and we helped him to do payment plan. However, he didn't make the payment on time. The case was completed on 3/23/2022 but he made the first payment on 5/3/2022 ($306). The second payment has been made on 7/1/2022. ($306). We have not received any payment from the customer after 7/1/2022.
  
  According to the signed agreement, payment must be paid in full to deliver the data. However, the customer is demanding to receive his data back without paying the full amount. In our last communication which was on 1/3/2023 I have explained to him that he must pay the remaining balance to receive his data back. He has mentioned that it's the beginning of the New Year and he has financial difficulties. We have offered him to pay the remaining balance in two installments and even allowed him to make the first installment on the beginning of the Feb 2023 and the second installment on the first week of March 2023. He was grateful and mentioned that he will do his best to make pay the remaining balance on the requested time and receive the data back. As soon as we receive the remaining balance, we will deliver his data immediately. Thank you!
  
  Best regards,
  *********************

  Customer response

  01/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent in hard drive for evaluation. Price is too expensive so asked them to return the drive. They refuse to return the drive and keep offering discounts. This prevents me from using a competitor to retrieve the data off the drive. Basically holding my drive hostage.

  

  Business response

  12/02/2022

  After we sent the final price offer to the customer, we didn`t receive any response. Therefore, the device has been shipped on 11.17.22 through FedEx. According to ****** the package was delivered on 11.19.22.

  Please find the attachments.

*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. ↩