ComplaintsforSecure Data Recovery Services

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My old email became obsolete and I no longer could access my photos on a my cloud. **** ****** offered a free evaluation and quote to recover it. The quote was too high, and I asked that the hard drive be returned. He never returned the my cloud which contains a life time of photos. Never heard from him again.Service # CDS-****** I also tried to file a complaint with BBB before, and never heard back from them ********* far as I'm concerned my hard drive is stolen by Secure Data Recovery **** ******, and I need your help returning it.

  Business response

  10/01/2024

  Hello,

  The last response we received from the customer was on 2/19/2024 where they asked for the device to be sent back. We responded on the following day with: Nothing to bill you for return shipping you just have to sign off on the
  release
  
  https://sign.securedata.com/document.aspx?ID=CD44E8A78F72406EA53BAC9C50A11FA1

   

  To this day we have not received any additional communication from the customer, nor did we receive a response to any of the additional emails that were sent after 2:20/2024, with the most recent one having been sent on 4/16/2024.

   

  We would be happy to return the device once we receive the necessary signed release. 

   

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an 8TB Western Digital NAS that became unrecognizable by my computers after a power surge. After contacting Western Digital, they provided a list of data recovery companies, and I chose to contact Secure Data Recovery. The first person who responded was ***********************. He immediately sent 5-6 different emails, trying to portray Secure Data Recovery as the best in *************. They were very insistent on getting me to ship my hard drive to them. After explaining the situation and asking for a quote, ***** estimated it would be less than $500 to recover the data. Ultimately, I shipped my hard drive from ********* to their ******* office.Four days after shipping it, ***** reached out with a payment notice of $3600 to $4700 (see attached screenshot). I immediately replied that this price was unrealistic and far higher than the initial estimate, and I asked for my hard drive to be returned. However, all my emails bounced, and no one responded (see attached screenshots). After a few days of this cat-and-mouse game, I found a phone number and called them. Someone named ********************* answered and said ***** was no longer with the company as of the day he sent the payment notice. After explaining the situation and the discrepancy in costs, **** said there had been an error and that he would fix it. A couple of days later, he sent another email offering a $2000 discount if I provided positive reviews on their website, ******* and the BBB (see attached screenshot). I refused and asked for my device to be returned. They then became unreachable again.This extremely frustrating process ultimately forced me to fly to ******* in person to retrieve my device. A few months later, I contacted another company, and they fixed my NAS for $375 plus tax (excluding the cost of a new hard drive).

  Business response

  07/01/2024

  ****,
  Thank you for bringing your concerns to our attention. We take customer feedback very seriously and strive to ensure a positive experience for all our clients.

  I would like to address the points raised in your complaint:
  Email Communication: At no point during our interaction did our response time exceed 24 hours. We pride ourselves on our prompt and consistent communication with our customers.
  

  Return of the Hard Drive: Our records indicate that you did not request for the hard drive to be shipped back to you. Instead, you communicated your intention to pick it up in person. We adhered to this arrangement as per your request.
  

  Review Request: Our standard practice is to ask for an honest review of our services to help improve our customer experience. At no point did we specifically ask for a positive review.
  

  Service Timeline: The entire process took 14 days from start to finish. During this period, we remained consistently responsive to your inquiries and requests.
  

  Regarding the pricing discrepancy, we acknowledge the initial quote provided by *********************** differed significantly from the final assessment. This discrepancy was addressed by *********************, who offered a discount to rectify the error.

   

  To further resolve this matter, we are willing to cover the invoice from the other company that successfully repaired your NAS for $375 plus tax. Please provide us with a copy of the paid invoice, and we will arrange for the reimbursement.

   

  We apologize for any inconvenience caused and appreciate your understanding as we work to improve our services.
  Sincerely,

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company has stopped communicating with us and has not provide an update on sending us our family members external hard drive back to us. It appears that they have stolen our item and in their disclaimer it says that they will discard media after 30 days if they don't hear a response and they charge shipping costs if you decline their services but that information is not out forth for customers. I have been emailing multiple time's and have received no reply. They only wanted us to send in the correct hard drive as we accidentally sent in our family members but they did not provide any further information on the current one they had. There have been other ****** reviews that expressed lack of communication.

  Business response

  05/20/2024

  We are sorry for any delay in communication that had occurred. The representative who was working with this customer is no longer with the company and the customers property was returned to them via ***** on 5/3/2024 and received on 5/6/2024. 

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I had to pay for shipping costs for my item back and I felt after everything that I had gone through the least decent thing they could have done is waved the shipping expense. However, we did get the item back.
  
  Sincerely,
  
  ********************* *******************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me over $1,000 to recover my data from my laptop and they sent me someone elses data and then when I asked to file a complaint the manager **** said that he was next to the ***** of ********* and he said it was nothing he was able to do. They sent me images of child **** and other things that need to be reviewed and bring light to what type of sham they are running and how they dont protect the integrity or privacy of consumers. Enough is enough.

  Business response

  03/28/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by the customer regarding their data ********************** experience.
  
  Upon reviewing our records, we confirmed that the customer initiated an inquiry on 4/23/2021, and subsequently sent their hard drive directly to us on 4/28/2021. Our team successfully recovered and returned their data on 7/19/2021, within a reasonable timeframe.
  
  It's important to note that our data handling procedures adhere to strict protocols to ensure the security and confidentiality of our customers' information. As part of these protocols, all media and data associated with the recovery process are securely disposed of 14 days after receiving and returning the recovered data.
  
  We take pride in our commitment to customer satisfaction, and we are pleased to confirm that all data present on the customer's submitted hard drive was successfully recovered and returned to them.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been working with Secure Data Recovery Services on behalf of a client of mine (*****************************) on this issue since July 2023. The business took payment of $600.00 on August 10th, 2023 to provide a service (recover data from a damaged hard drive).They say they have completed the recovery with 100% success (full recovery of ALL files) and are ready to send it back. However, they are requiring that she or I record a video testimonial saying how great they are BEFORE they'll send us the data to verify that it was indeed recovered successfully.We believe it is dishonest of them to hold their customer's data hostage in exchange for a favorable review.There was also a separate $112.11 charge on the same day which was apparently for shipping and handling. Seems exorbitant for a box measuring 4x4x6" and weighing less than a pound. Desired resolution: Ship the data to the address provided IMMEDIATELY, and do so using an appropriate shipping method and cost. Another $112.11 charge for shipping will initiate another dispute and/or chargeback. Once the job is completed, we might consider giving a testimonial. Not until.

  Business response

  10/19/2023

  I appreciate your prompt communication regarding your concerns with our data recovery service. We understand the importance of your client's data and appreciate your patience throughout this process.
  Firstly, I want to clarify that our intention was never to hold your data hostage. We apologize for any misunderstanding that *** have arisen. The request for a video testimonial was indeed discussed before the recovery process began, aimed at reducing the overall cost for your end user. We value your feedback and understand your reservations.
  In light of your concerns, we want to assure you that we are more than willing to proceed with the immediate shipment of the fully recovered data, as per your request. We understand that prompt access to the recovered files is crucial for you and your client.
  

  Regarding the additional charge of $112.11, it covers the cost of a secure hard drive to place the recovered data on and the return shipping via ***** air. We assure you that we strive to provide the best packaging and shipping methods to ensure the safety and confidentiality of your recovered data during transit.
  

  To move forward, we will promptly arrange for the shipment of the recovered data, as well as the required hardware, to the address you provided. We will use a reliable shipping method to ensure the safe and timely delivery of the package.
  Once you receive the recovered data and verify its integrity, we are more than happy to discuss any concerns you might have and, if you're satisfied, consider the possibility of a testimonial at that time.
  We appreciate your understanding and cooperation. Please feel free to contact me directly if you have any further questions or if there's anything specific you would like to discuss further.
  Thank you for entrusting Secure Data Recovery Services with your data recovery needs. We look forward to resolving this matter to your satisfaction.
  Warm regards,

  Customer response

  10/19/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a single mom of three working over 70 hours a week, it took me a few years to save up for a new computer, camera, and 18 TB hard drive, after my old computer crashed. I was going through the process of consolidating all my drives with my new data. I was about 5 months into that project and my 18 TB drive crashed. It was under warranty, so I reached out to the manufacturer. They confirmed that they would send me a new replacement drive after I returned the broken one. But they couldnt help with the data I lost and recommended I reach out to a data recovery service. I reached out to Secure Data Recovery Services on 11/10/22. I was clearly traumatized and desperate to get my files back. I do photography on the side mostly as a paid hobby, and I had multiple weddings on there, not to mention multiple sports seasons, and personal photos. It was literally my worst nightmare. I was assigned a strategic account manager **************** asked and answered all the right questions, responded to my emails promptly, touted a 96% success rate, and assured me they could help me. His initial email on 11/11/22, stated no data, no recovery fee guarantee. No hidden fees, no upfront costs. Payment is due upon successful recovery of your data. I was also advised that payment plans could be made. On 11/15/22 I stated in writing that, here are only a few folders on there that have been updated in the last 6 months. Everything else I have in other locations. So, if they are unable to recovery anything from the last 6 months, this whole process would be kind of worthless to me. I was assured the next day in writing that if they could not recover the last 6 months, the recovery would be considered unsuccessful. I felt like at this point there was a guarantee, I could make payments, and if they couldnt retrieve my data, it would be considered unsuccessful, and I wouldnt have to pay- so I felt assured to move forward. On 11/25/23 they advised they were done. They sent me some PDFs with millions of entries that I did not understand. I replied to **** and advised it looks like only 30% was recovered and I could not tell what was and wasnt saved. He then sent me a bill for $1546, which I expected, plus an extra $450 that I was not aware of. After questioning the amount, he advised that their $1546 doesnt cover a drive to put the files back on and Id have to pay this or purchase my own and mail it in if I didnt want to pay the extra fee. I decided to purchase my own, since the one they were offering was smaller than the one I was replacing and more that then the retail cost. I mailed them the drive after he assured me that most of the files from the last 6 months were recovered. I received an updated bill on 12/9/23 with an additional charge of $239 that I had to ask about and that was removed. I received my drive back, plugged it in and was delighted to see my folders and icons representing my images, all of different sizes. I assumed that the problem was solved and that they recovered my photos. I wasnt happy about the price but was glad to pay it for my files. Until I tried to open them. I reached out to **** on 12/14/22 and advised that the files were not opening, regardless of file type, drive, or program I was using. Out of 47 folders, only one had any usable files on it. That one folder had 44 images that were usable out of over ****. Far less than the majority. First **** tried to blame this on the program I was using. I assured him I was using Photoshop, Lightroom, Portrait Pro, and other standard photo editing software. I sent him screenshots of the issues and errors I was getting, along with videos of me trying to open several files. He seemed confused and assured me they should work. I assured him that they didnt and asked if this could be a problem with the data transfer. I offered to send the drives back so that they could be rechecked. He said we might have to do that. He then beat around the **** for about two weeks. I eventually asked for a manager as I felt like we were not getting anywhere. On 12/28/22, he confirmed that I would be eligible for at least a partial refund if the files were not recovered but I would have to mail the drives back to be wiped first. I asked to move forward with this. To this day, no one has responded to me with next steps, status, or any form of resolution. I called the company and asked again for my case to be forwarded to a manager. On 1/31/23, I was told it was sent to a manager named *** on the 24th (weeks after I asked for it to be sent to a manager). Since 12/28/22, I have sent 13 emails and made almost half a dozen phone calls. Every time I have called every manager has been in a meeting. I have received zero email responses from my case manager ****, ***************** or manager ***. I still do not even know if the files are not recoverable, or if there was an issue with the transfer. I have paid them over $1500 for a service I did not receive. The warranty on the original drive has now passed and Im out that $500 replacement drive only be secure data recovery has taken 6 months to resolve my claim. I purchased a new drive for over $500 that is just sitting with unstable files that needs to be wiped for me to receive a refund. Over $2500 held up in this process and they have completely ignored me for over 3 months. They might be a great company to work with if they actually restore your data. But in my case I feel completely taken advantage of, lied to, promises made that could not be held up, extra charges tried to be snuck in, guarantee that they do not uphold, and then when they realize their services failed they decided to completely ignore me. I hate to think of that of anyone, but at this point I have no other explanation. This company made it clear that they do not care at all about my services, time, or money. Being that I havent received an update on my case in 3 months I would definitely say that they have the worst customer service I have ever dealt with. I work in customer service and am required to get back to my customers within 2 business days. If I decided to ignore a customer who repeatedly asked for an update, for three months, I wouldnt have a job. I deeply regret using this service. Im back to where I started, but out $2500. I wouldnt recommend this company to my worst enemy.

  Business response

  05/04/2023

  Thank you for bringing this issue to our attention. We truly value your business and understand how important your data is to you. Please know that we are actively working on a solution to come to an agreeable resolution as soon as possible.

  
  We appreciate your patience and understanding during this time. If there is anything else we can do to assist you, please do not hesitate to reach out to us.

  
  Best regards,

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to have secure data retrieve documents from my computer. when they quoted me a price I could not afford I requested the computer be returned to me. They charged me between $40-50 for the return. They shipped a computer with ALL of my personal data on it, unsecured. So **** dropped the box in HALLWAY of a busy office building and left. The computer and all my data was stolen. I attempted to work with secure data to rectify the concerns, and they basically said call the police (After I told them I already filed a police report) I requested they return my shipping, pay for a monitoring service, and pay for the expenses incurred (I had to close all of my bank accounts, order new checks) and they stopped responding, completely ignoring me, and said it is my problem. This is completely negligent for a computer company to do given teh amount of information any person has on a computer and then ignore the issue.

  Business response

  04/13/2023

  *******,

  Thank you for bringing this matter to our attention. I understand that you had reached out to us to retrieve documents from your computer, but you were unable to afford the quoted price and therefore requested that the computer be returned to you.
  
  I am sorry to hear that your computer contained all your personal data and that it was subsequently stolen from the hallway of a busy office building. This is a serious concern, and I assure you that we take the protection of our clients' personal information very seriously.
  
  I apologize for any inconvenience you have experienced as a result of this incident, and I understand that you have already filed a police report. We will cooperate with the authorities in any way we can to help resolve this matter.
  
  Sincerely, Secure Data Recovery.

  Customer response

  04/28/2023

   
  Complaint: 19585117
  
  I am rejecting this response because:I expect to be refunded the $45 I was charged to send my computer unsecured, the money I spent to purchase someone to monitor all of my stuff for the next two years, and something for the inconvenience of having to close all of my personal and business accounts, the charges occurred, this was a HIGE matter given what was on the computer. You and I both know the police arent going to find my computer it was so unbelievable that it was sent without a signature required and allowed to be dropped in a hallway. It had 5 years of data
  
  Sincerely,
  
  ********************************

  Business response

  05/12/2023

  We want to assure you that Secure Data Recovery takes data security as their number one priority, and we are committed to providing our clients with the highest level of service and security possible. However, we understand that the delivery protocol for your supplied address was not familiar to us, and we deeply apologize for any inconvenience this may have caused.

  
  Regarding the loss of your data, we understand that this is a serious matter, and we are deeply sorry for any distress it has caused you. While we want to assure you that with the severe project-level failure your computer was experiencing, no one besides top data recovery firms would ever be able to gain access to that data, we recognize that the situation has still caused significant inconvenience and emotional distress.

  
  We are happy to refund the shipping charge for the delivery of your computer.

  
  Again, we are extremely saddened to hear of your experience, and we are committed to providing the highest level of service and security to our clients. Please let us know how we can best assist you moving forward.
  

  
  

  Customer response

  05/21/2023

   
  Complaint: 19585117
  
  I am rejecting this response because: I do want my shipping refunded but also want the $139.99 I paid to identity protection services to assure my safety given all my data was on that computer and if they were able to extract my data, so can someone else
  
  Sincerely,
  
  ********************************

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent SDRS a hard drive that had been dropped. According to their diagnostics, I would only be able to get a partial recovery because of platter damage. When I called to ask some clarifying questions about the diagnostic, I was told many things that made both me and my husband, who was often on the calls, feel confident that even though it would be a partial recovery, that most of the data would be recovered. Examples of this include (paraphrase): "It's not like it was in a fire. We work with hard drives in way worse shape than this all the time." and "We should be able to get a pretty good outcome for you." Because of this conversation, I decided to pay for the most expensive option (more than $4,000) so that I could get my data back as soon as possible. I then received a list of "good files", "bad files", and "suspicious files." According to those lists, the recovery process was no where near as successful as we were led to believe. I was quite frustrated by this and spoke with a representative about how I felt like I was very mislead. They only offered me a $295 refund. But when I actually received the files back, I saw that many if not most of the files on the "good list" were not good. I have been in contact with the company several times since and they just keep repeating the same things over and over, that "these are the best results that are technically possible with your case and damages associated with the drive" and when I pushed the issue, "they could have been deleted, and a portion overwritten afterwards" which is not possible because I never deleted anything from that hard drive. It was only used for photo back up. I told the representative that I wanted to speak to a supervisor but no supervisor has reached out to me. I strongly feel like this company misleads and lies to make a sale. The fact that they claimed files to be "good" that were not actually good is morally reprehensible. I'm seriously considering taking legal action.

  Business response

  03/16/2023

  We are sorry to hear about the frustration you experienced with our data recovery services. We understand that you sent us a hard drive that had been dropped and, based on our diagnostics, we informed you that only partial data recovery would be possible due to platter damage.
  
  We apologize for any miscommunication that *** have occurred during your conversations with our representatives regarding the expected outcome of the recovery process. It is not our intention to mislead or lie to our customers to make a sale. We take pride in providing honest and transparent communication with our customers.
  
  We want to assure you that our team of professionals use the latest technology and techniques to recover data from damaged devices. However, sometimes data loss can be more extensive than initially anticipated and it *** not be possible to recover all of the data.
  
  Regarding the "good files," "bad files," and "suspicious files" lists, we understand that you were disappointed with the outcome. When the lists are created we do not look at your data due to our security certificates, rather we run an algorithm against the data. If a good file was effected by the platter damage it can have no incorrect sectors, rather it can be missing data. Think about erasing part of a sentence or a photo that might only partially load. 
  
  We appreciate your feedback and concerns regarding this matter. We take all customer complaints seriously and we are currently making sure there are no technologically possible ways to improve the results.
  
  Thank you for considering our data recovery services. We hope to have the opportunity to work with you again in the future.
  
  Sincerely, Secure Data Recovery

  Customer response

  03/16/2023

   
  Complaint: 19392273
  
  I am rejecting this response because:
  

  According to your response, you could never accurately tell someone which files are "good." So when I was told several times by your customer service representatives that the files on the "good list" were the ones that you were SURE were "good", you were knowingly making a statement that *** not be true. That's the definition of misleading someone to make a sale. In the future, you need to explain to your customers what you just told me before you take such large sums of their money. I am still extremely disappointed that I chose your company to recover my data. I am also extremely disappointed that after asking several times more than a month ago for a manager to reach out to me, no one has. You already have my money so you guys just think you can ignore me long enough until I give up.

  You misled me to make a sale. You need to make it right.

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

  Business response

  10/31/2023

  Thank you for sharing your concerns about the recovery outcome. We acknowledge your disappointment despite our prior disclaimer outlining the challenges due to the media's extensive damage.
  Our team worked diligently to retrieve the maximum possible data within these limitations. We understand the importance of your data and regret any inconvenience caused. 

   

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The business contacted to me ensure that choosing them was the right decision and they would be able to recover data on a hard drive. The diagnostics was free and it was better to just let them look at it and see. They want ridiculous amounts of money and are currently refusing to send my hard drive back unless I pay them money. ********************* called me on the phone and ensured that it was free to just see. He made it seem that it was the easiest way to do business. I would never have even chosen them had they even been able to give me a ballpark in the amount of money they would charge. There is no reason that they can not post it openly online. They are deceiving people to just receive the equipment and then hold the equipment hostage to charge people money. It went from free to pay $30 for nothing. Terrible policy and had they been truthful upfront, I would never have even chosen the company. I just want them to send it back. They pushed this. Return it to me.

  Business response

  01/24/2023

  ******, thank you for bringing this to our attention. We value our customer service and your business. Our customer ******************** team has reached out to you to discuss your concerns in more detail.
  
  Please give us a call at your earliest convenience: ************

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Late June I lost all the files from my laptop, due to my mistake. I immediately called Secure Data Recovery and they advised me to take my device to a drop-off place within Washington, DC. When I got to the office, a lady just took my device in a room and gave me an invoice. A few days later, I received the diagnostics. However, I found another way to receive most of my important documents back, so I asked the representative to send my device back and paid the shipping fees. When I received my laptop, the corner was damaged. The device was obviously dropped. Additionally, there appeared to be a red line on the screen that didn't go away when I tried to turn on and off my laptop. The screws also appeared to be really loose, but that's something I can easily fix. I contacted costumer service and the manager advised me to go to another office of theirs to check the device. I was told that the case needs to be replaced. There were parts of that damaged corner inside the laptop and for some reason, the motherboard was damaged. I was extremely upset! I called costumer service again and I was rudely told that 'this is not a damage we would do'. I called again next morning and spoke to the manager once again and gave him an invoice of the repair cost. He said that they could cover the cost and that he contacted the repair office to order the parts. I waited for more than 1 month with no update, being told that 'we are waiting for the parts'. I got suspicious and called the repair office myself and the people there told me that they never received any call about this case. I have been sending emails to the manager and costumer service, and they stopped responding to me. I cannot believe I trusted this company. I was extremely patient and polite with them and not only did they never repair the damages, they also lied to me for a month.

  Business response

  09/12/2022

  Business Response /* (1000, 6, 2022/09/07) */ *****, Apologies for the confusion. We have been in contact with you and the repair facility working on repairing the damage that occurred during the shipping of your laptop. This is expected to conclude this week and we will be in touch as soon as this finishes. Consumer Response /* (2000, 7, 2022/09/07) */ This has been resolved!

*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. ↩