ComplaintsforSecure Data Recovery Services

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2021 I contracted with Secure Data Recovery to retrieve data from a harddrive. It cost ****$ I reciceved a new hard drive with the datga recovered. I opened the drive and although it retrieved some data it was a bit sluggish. I recently tried to reopen the drive and it would not open. I called the company and a technician tried to assist with opening the drive. It still would not open. The technician had me send the drive back and now three weeks later I get an email saying the drive had been reset. WhenI asked how this could have happened they had no answer and then told me the drive had been wiped clean and they want another **** to retrieve the data from a drive I dont know if I even have. Then they said they would have to get an engineeer to look at the drive. Obiously that had not been done first of all to determine the condition of the drive. I feel like Im getting information that is not correct and I am being mislead to get more money vfrom me.

  Business response

  06/14/2022

  *******,
  Thank you for your feedback. It is our understanding that your data was recovered per specifications in December 2021 and copied onto hardware encrypted external media to ensure that your files are protected while in transit, which was delivered successfully to the address you had indicated in the legally binding contracts you had signed. We understand that you contacted us to inform us that the address you provided was incorrect after the transfer device with the data was delivered. We recopied your files and shipped them to the address you supplied. The new shipment was delivered successfully in February 2022. We were then contacted several months after the fact and informed that you were having issues with the transfer media. Our team supplied a prepaid ***** label to the labs to assess the condition. Upon receipt of the media, it was established that the data from it was erased cryptographically due to the drive being reset fully. This is evident from the condition of the file system and can be proven forensically.
  Our lab manager was informed of the situation and instructed our staff to present the option of restoring your data from the original media at cost as we appreciate your business and value our customer service. Our labs maintain a copy of the data for 14 days per the terms of legally binding agreements you had signed off on during and after recovery. Furthermore, all transfer media is tested fully prior to being delivered to our clients to ensure that no physical and or logical issues are present. The file lists we supply as proof of successfully restoring the data upon completion of the process are also compiled directly from the transfer device as further evidence that it did not have any faults.
  We would like to resolve any questions or concerns that you may have. Please contact our **************** Team at your earliest convenience: ************
  

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/14) */ *******, Thank you for your feedback. It is our understanding that your data was recovered per specifications in December 2021 and copied onto hardware encrypted external media to ensure that your files are protected while in transit, which was delivered successfully to the address you had indicated in the legally binding contracts you had signed. We understand that you contacted us to inform us that the address you provided was incorrect after the transfer device with the data was delivered. We recopied your files and shipped them to the address you supplied. The new shipment was delivered successfully in February 2022. We were then contacted several months after the fact and informed that you were having issues with the transfer media. Our team supplied a prepaid ***** label to the labs to assess the condition. Upon receipt of the media, it was established that the data from it was erased cryptographically due to the drive being reset fully. This is evident from the condition of the file system and can be proven forensically. Our lab manager was informed of the situation and instructed our staff to present the option of restoring your data from the original media at cost as we appreciate your business and value our customer service. Our labs maintain a copy of the data for 14 days per the terms of legally binding agreements you had signed off on during and after recovery. Furthermore, all transfer media is tested fully prior to being delivered to our clients to ensure that no physical and or logical issues are present. The file lists we supply as proof of successfully restoring the data upon completion of the process are also compiled directly from the transfer device as further evidence that it did not have any faults. We would like to resolve any questions or concerns that you may have. Please contact our Customer Service Team at your earliest convenience: ************

  Customer response

  07/13/2022

  The reply from this business was a bunch of legal mumbo jumbo and did not address the situation at hand. A device they sent to me with my data has failed to open. Since then I have returned the device and the hard drive the original data came from. First it was stated there would be no charge and now in an email they want another 1350$ after I originally paid them 1600$. The problem is the hard drive they sent me with my recovered data. All I am getting from them is fabrication and lies. The hard drive they sent me with my data was less then 4 months old when it failed and wiped all my data. What to do? I am no computer expert and I no longer trust these people. My ranking for them on BBB would be zero and I will make sure I write a long and lengthy commentary on their service being distrustful with no kind of warranty service.
  

  Customer response

  08/02/2022

  After another 6 weeks of fooling around with Secure Data Recovery they have refused back the device in question. I am having them return the device and my original device to me. All Ive gotten from these people is a bunch of mumbo jumbo. They are never to be trusted.

  Business response

  03/02/2023

  Dear *****************,
  
  We recently received your 1-star rating on BBB and would like to address the concerns you raised. As a business, we take all feedback seriously and strive to provide the highest level of service to all of our customers. We sincerely apologize that your experience with our company was not satisfactory.
  
  Upon conducting a thorough investigation into your case, we were able to determine that the issue was due to the multiple attempts to unlock your secure drive using an incorrect password. As you may recall, we communicated to you on several occasions that after 10 incorrect attempts, the drive would securely wipe the contents of the drive for security reasons. This policy is also stated in our terms of service. Unfortunately, this incident occurred approximately four months after your recovery had been completed and sent back to you, and as per our policy, we do not store a copy of your recovered data for more than two weeks.
  
  After exhausting all other options at no cost to you, we determined that the only viable solution was to perform another recovery on the original device. We understand that this may have been frustrating for you, and as a gesture of goodwill, we extended a discounted rate for the recovery process.
  
  Again, we apologize for the inconvenience and frustration caused by this issue. We value your business and hope that we can work towards earning back your trust and confidence in our services. If you have any further concerns or questions, please do not hesitate to reach out to us directly.
  
  Best regards,

  Customer response

  03/04/2023

   
  Complaint: 19322809
  
  I am rejecting this response because: The response is only a half truth.I called them and asked them to help me unlock the device and the reason there was to many attempts is becasue thier technician could not help me figure out how to help me me do it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  (Re ***************) On October 14th, I contacted Secure Data Recovery concerning the recovery of a failed external hard drive. The primary service I requested was data recovery. I had 3 secondary priorities. First, I requested a file list for any unrecovered (or semi-recovered) files, since there are a large number of files, a list would facilitate their replacement. Secondly, I requested the drive be bootable, since the it is also used to operate my computer, and it would mean not having to reinstall/reconfig all of the software/settings. Lastly, I wanted a determination to be made of the cause for the damage to the drive, specifically if it was electrical, so I could better investigate a wiring issue on my property. The customer service representative confirmed what I told him and we arranged for the drive to be shipped to them for a diagnostic. On October 27th, the diagnostics were completed and I was told by that same representative that the services I requested could be completed, though they may not be able to determine the cause of the damage. I was given the net estimate of $******** to be remitted upon completion of the work. I informed the representative that since I was on a fixed income, I required extra time to budget that amount, and we then agreed that the drive would be returned to me, until I was ready. On April 8th, I contacted and arranged to have the drive resubmitted for a diagnosis and for the work to begin, also confirming verbally and signing a form authorizing the requested services. On April 12th, I was contacted being told the condition of the drive, the estimate, and viability of the services was unchanged. On April 27th, I was contacted about the work's completion, however was told that they cloned the drive and did not conduct a recovery. The following day, SDR withdrew the quoted payment from my bank account without my knowledge. (unable to continue with description--exceeds 2000 character limit)

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/05/23) */ *******, Thank you for your feedback. Our Customer Service Team reached out to you to review the results and address any questions or concerns. We see that you have completed the authorization needed to send your data back to you from our certified labs. Please let us know if we could be of further assistance. Secure Data Recovery - Customer Service Team Consumer Response /* (2000, 12, 2022/06/24) */ I'm confirming that the complaint has been resolved.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I communicated with this company in March 23, 2022. I was in desperate need for them to recover a file from my laptop. The representative I dealt with explained to me after a diagnostic, that the files were recovered successfully 99.99%. completely false. I cannot access my file on the external hard drive they sent me. At that point I paid them an exaggerated amount of approximately $*****. After payment it was extremely difficult to communicate with the representative. I requested to speak to management. Management did not call me. I want a refund. I would gladly return the external hard drive. It is useless to me . This company is a scam

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/17) */ *******, Thank you for your feedback. We appreciate your business and value our customer service. We believe that your data was restored per specifications. Our Customer Service Team reached out to you to discuss your case in detail. Looking forward to resolving this issue for you promptly. Secure Data Recovery - Customer Success Team

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  March 22 2022 I sent my external hard drive to Secure Data for them to try to recover a manuscript I'd been working on for 8 years. The hard drive had fallen on the floor so we knew it was damaged but the company rep said they had a very high recovery rate and they would only charge me if the recovery was successful. They advertised the minimum cost as $***. Once they received the drive they got back to me and said it wold cost $**** for standard time, more if I wanted it expedited.! I was willing to pay to get the mss back. A week later I had heard nothing. I called and the rep reassured me they were working on it. A few days later I called again. Same. When I finally got a 'list' of what they recovered, 30% good, 30% bad, 30% 'raw' and looked into it, raw meant what? They took my $**** and sent the recovered data. Only the good data 30% was readable. I felt my lack of tech savvy was taken advantage of. And what they called a successful recovery was anything but. I felt ripped off. Case number ******

  Business response

  05/17/2022

  Business Response /* (1000, 8, 2022/05/17) */ *****, Thank you for your feedback. Our Customer Service Team has reached out to you to address your concerns. Please contact us at your earliest convenience to discuss your project. Secure Data Recovery - Customer Service Team Consumer Response /* (3000, 10, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They contacted me and I responded, but they haven't resolved my complaint. I still don't have the data I needed recovered, or my money back. Business Response /* (4000, 14, 2022/06/14) */ *****, our Customer Service Team has been working with you, in an attempt to help you locate your important data. As we continue to work directly with you on this, please reach out to us if you have any additional questions or concerns. Consumer Response /* (3000, 21, 2022/07/22) */ The business has agreed to refund an agreed-upon amount but refuses to issue the refund until my complaint with you is removed or altered. I told them I would do so once I receive my refund. They are refusing to honor their agreement. This matter is not closed. Business Response /* (4000, 23, 2022/07/26) */ Hello *****, we would like to discuss the specifics of your case in more detail. Please contact our customer support at your earliest convenience: ************ Consumer Response /* (3000, 21, 2022/07/22) */ The business has agreed to refund an agreed-upon amount but refuses to issue the refund until my complaint with you is removed or altered. I told them I would do so once I receive my refund. They are refusing to honor their agreement. This matter is not closed. Business Response /* (4000, 23, 2022/07/26) */ Hello *****, we would like to discuss the specifics of your case in more detail. Please contact our customer support at your earliest convenience: ************ Consumer Response /* (3000, 30, 2022/08/15) */ I have called the number they gave you and no one gets back to me. I can only assume they are not holding up their part of the agreement. Consumer Response /* (2000, 34, 2022/08/22) */ The business has met its obligation to refund the agreed upon amount. This complaint can be closed. Thank you

• Initial Complaint

  04/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would not trust Secure Data Recovery. I had them do diagnostics on a external drive. They came back with their findings and a quote to do the work. The amount they quoted was too expensive for me so I asked them to return my hard drive, which they did. I then sent my hard drive to another agency to get another opinion. I was shocked when the second data recovery company informed me that the ROM chip on my printed circuit board was missing. I then called Secured Data back to ask them why my ROM chip was missing and they couldn't tell me. I told them that the hard drive was to be returned to me in the same condition it was sent to them. They had no explanation as to where my ROM chip was. It leads to me to believe that Secure Data is deceitful and not an honest company to do business with.

  Business response

  06/23/2022

  Business Response /* (1000, 8, 2022/05/10) */ Thank you for your feedback. Our customer service team has reached out to you directly to discuss your review. Please contact us at your earliest convenience at ************.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had contacted Secure Data Recovery Services and, after several emails, was told that I could submit my hard drive for a FREE diagnostic. When I arrive at the office, I was told that it'd be shipped to a facility in LA. When it arrived there, I was given a quote of $*****+ to repair it. If I did not want to pay that, Secure Data Recovery Services gave me to option to a.) destroy the device, or, b.) ship it back for $29. (At no point earlier had I been told about this fee.) This seems to be their misleading business model: Offer a free diagnostic that is not actually free.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/04/13) */ Thank you for your feedback. We appreciate the time you took to write the review. Secure Data Recovery Services provides free professional diagnostics inside of certified cleanroom labs. All quotes for successful data recovery are provided with no obligation and are based on the complexity of the data recovery procedures our engineers must perform in order to safely and reliably recover the data. We do request for a return shipping/handling fee to be processed, whenever diagnostics are performed at our main lab facilities, as the original storage media needs to be returned directly to you whether the data recovery process is approved or not. This information is also outline on the evaluation agreement you had signed prior to having our company perform the aforementioned evaluation services. We value our customer service and have refunded the return shipping fee to your account. Our team would like to discuss the specifics of your case with you at your earliest convenience. Please contact us at ************ so that we may remedy any issues or concerns that you may have.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  company sells software which claims to allow access to corrupted windows installations. advertises 30 day money back guarantee. software did not work. company denied refund several times, then began offering other software or partial refund. 30% then 50% then 70%. They finally offered 100% refund when threatened with legal action. They advised to allow 7-14 days for refund to process. That was on 01/10/22. Still no refund. Only receive automated responses from their contact form, and email replies to that address (*******************) are all blocked. All that I want is my money back.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/23) */ Dan, Thank you for your feedback. We appreciate you reporting this issue and value our customer service. Please contact us directly to resolve this as soon as possible:**************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Secure Data received a harddrive on 12/17/2021 to repair and recover data. The recovery was less than expected and tried numerous times to get clarification and requested additional information. My grievance is mostly unrelated to the technical recovery, although I am displeased that the effort resulted in less than 35-40% of my data recovered, in which they claimed to be 65%. This also suggests that they highly inflate their published success rates as well. Rather, the lack of communication and service after they have received your harddrive is disappointing. Essentially, good luck on getting a hold of your designated account rep if you have any questions or need any clarification. Their phone rep, account rep, and supervisors are not on the same page, and will not respond to any questions or concerns in a timely manner (if they respond at all). The next time you speak to someone is when they are trying to collect your money. At this moment, we are 60+ days into the initial day I first sent the harddive to them. They are making little or no effort to close out my case. Even the supervisors are not responding or take action in an appropriate timeline. I believe the premium price they quoted for the service should be reduced to a market rate, or maybe even less due to lack of or no service what so ever. I would have selected "contact by the business" as my desired resolution but in my experience with this company so far, that will get me no where, and more time wasted. Just want to get what I can out of this, get my original drive and the separate drive with the data recovered and move on with my life. I have attached a detailed timeline on all the attempts to communicate with the company, including my requests to get supervisors involved. I would also like to find places I can post my experience to warn other potential customers about them.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/22) */ ******, Thank you for your feedback. We value our customer service and would like to address any and all issues you may have. We understand that you spoke to our management team a couple of days ago and were provided with instructions on accessing the data. We have been awaiting a reply from you and reached out again earlier today. We would also like to address your concerns regarding the amount of data our company was able to recover. The drive in question that you submitted to us for analysis was diagnosed professionally inside of certified cleanroom labs and was found to have platter damage. This was relayed in the official diagnostic report our team shared with you as well as in email and verbal communication we had over the course of this project. Partial results were expected from the beginning due to the aforementioned amount of platter damage. Our team completed the project successfully and also shared a full list detailing the results of the recovery process prior to finalizing your case. We always strive to deliver the best results technologically possible and make sure to set client expectations accordingly. Based on the results of recovery our engineers reported, we were able to achieve results per specifications outlined in your diagnostic report. As it stands, we understand that you are still accessing the data. Do not hesitate to get in touch with us once you can review the files and confirm the results.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November I experienced a catastrophic hard drive failure, and spoke to *************** at Secure Data Recovery Services. I sent in my hard drive for the diagnostics, paying the $295.00 for expedited analysis. I was told that there was physical damage, but that the data looked to be recoverable. After agreeing to expedited service (2-5 business days), I didn't even receive standard turn around at 5-9 business days. They received my hard drive on Nov 8th, 2021. I did not receive the "recovered" files back until Thursday Dec 2nd. 26 days total until I received back a new drive with the supposedly "recovered files". After finally receiving this drive - absolutely nothing on it was accessible. Every file I tried to open was corrupted, even the ones that were supposedly marked good. 99% of the files were stripped from their file structure, renamed with numbers, and stuck in a folder by "file type". Most of my file types, like Adobe Illustrator and Adobe InDesign were gone. The Adobe Photoshop files were all corrupt and wouldn't open, same with the jpeg files. It's one thing to tell me that the files can't be recovered - it's another to pretend they can, and send me back a drive where none of my files can be opened. I was extremely clear up front that these were Graphics files, that I was a graphic artist, and these were my critical files. These were all on a mac formatted drive and were large Adobe Photoshop, Adobe InDesign and Adobe Illustrator files primarily, with jpg and png also. I told the company that average files sizes were 50MB to 300mb and made it clear these were business files. I require a refund, and I have disputed this charge with ******** *******. I'm willing to pay for the diagnostics and the cost of this new drive and a reasonable $500 fee for the work they did on the physical drive. But I cannot pay $******** for "recovered files" that can't be opened. That is simply unacceptable, not to mention ethically reprehensible.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/20) */ *******, We appreciate your feedback and have reached out earlier today to address it. Our engineers have requested to review your original storage media in attempt to rectify the concerns you have expressed. We have issued a prepaid ***** label back to our labs that will dispatch the original storage device to us via Priority overnight delivery. Secure Data Recovery takes all possible steps to provide the best results technologically possible. Our staff had supplied you with a list of all recovered data prior to completing the recovery process and providing the final results of recovery to you. We have also received a singed copy of the data release form stating that you had reviewed the aforementioned file list and agreed to accept the provided results. We strive for the best outcome and customer satisfaction in every case. Please contact us at your earliest convenience to arrange for return shipment of your original storage media so we may perform a quality assurance test and rectify any and all concerns: ************ Secure Data Recovery - Customer Success Team

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After they sent the laptop back, I opened the box, and the screen is TOTALLY CRACKED. When I called, and asked to speak with supervisor, he was "not at his desk" (anyone who still has thoughts about using this company should first try and ask for a supervisor on a call). Was promised the manager would CALL ME BACK. Later I received an email asking for a picture. I sent him a picture, and he replied that he contacted *****, and "As soon as ***** issues a response I will let you know". That was November 19. THAT WAS LAST I'VE HEARD FROM HIM. I spoke with *****, who confirmed that they had gotten back to him with a resolution on NOVEMBER 24, now it's DECEMBER 10 and he still has not called me.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2021/12/20) */ ********, Thank you for your feedback. We value your business and our customer service. Our staff had reached out on several occasions seeking a resolution regarding the concerns you've expressed. Our trained shipping and receiving staff take all necessary precautions to ensure that all parcels are delivered in the safest manner possible. Your computer was delivered successfully according to ***** on 11/12/2021 and we have reached out to the shipper to inform them of the damage you indicated. Our team is awaiting their resolution and will inform you of the decision as soon as it is provided. We have reached out to you again a few moments ago but were unable to reach you. Please do not hesitate to contact us at your earliest convenience: ************ Secure Data Recovery - Customer Service Team Consumer Response /* (3000, 7, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response is simply not true; as I wrote in complaint, after Nov 19 email, in which I was told that as soon as ***** responds I will be contacted, until the date of this complaint (Dec 10), NO ONE CONTACTED ME (even though I confirmed with ***** that they had responded to the company on Nov 24), EVEN AFTER SEVERAL REQUESTS FOR A CALL BACK. ******* that "Our staff had reached out on several occasions seeking a resolution regarding the concerns you've expressed" IS SIMPLY FALSE. Please provide any record at all of even ONCE that a staff reached out during the period stated in complaint. AFTER this complaint was made, I received an email saying I should give account number, and they would give "payment\refund" without giving even the most minute details of how much or anything. We're talking about a close to $**** laptop. Crazy. When emailed back that does not give any information as to how much etc., of course I got NO RESPONSE. Now just waiting for them to respond to this complaint that they "tried contacting on several occasions". Unbelievable Business Response /* (4000, 9, 2021/12/28) */ ********, our team has made every effort to reach you and address your concerns, two separate individual have called and emailed. We have reached out again a few moments ago. Please call us at your convenience at ************ to discuss this further. Consumer Response /* (3000, 13, 2022/01/03) */ After I added notes as to why business's response was incorrect, they emailed me that they are willing to pay $115, and are blaming it on ***** who only is willing to pay that amount. When I called a repair shop, they told me $115 nowhere near covers fixing a screen on that type of laptop. Two things need to pointed out; this has nothing to do with *****, and blaming it on them is a cowardly attempt to avoid paying for something they will have to- before I sent my laptop in to them, I specifically asked rep as to if there were ANY issues (lost etc.) during shipping who would be totally responsible, SecureData, or *****? I was clearly told that were there to be any issues, SecureData would be totally responsible for reimbursing me... How much they can get from ***** to reimburse them for reimbursing me has nothing to do with me. Trying to blame it on ***** as to why they are willing to reimburse a crazy amount is ludicrous. (It should also be noted that even had this been the exact amount it costs to repair, any reputable company with normal customer service would give significantly more due to all the trouble of taking it to repair and time left without laptop etc., but we already know that this is just not any "regular customer service" company,so we are not even discussing that). The other thing which needs to be pointed out, is that this laptop was Consumer Response /* (3000, 14, 2022/01/03) */ continued: that this laptop was shipped in a very sloppy manner; the box was way to tall for a slim laptop, with very minimal bubble wrap inside to fill the extra space (I have pictures of box to show this), no wonder it broke during shipping. Point is, even had this been ******* issue, which it's not, as above, the way it was shipped makes it solely the issue of SecureData. Trying to offer a crazy amount and to then blame it on *****, just won't cut it. Everyone please be aware what kind of company you're getting involved in before risking anything. Please put all information into my response, as they emailed me above crazy offer after I responded last. TY Consumer Response /* (3000, 15, 2022/01/03) */ One more thing to add in: In last response they said following: "Please do not hesitate to contact us at your earliest convenience: ************** I tried calling them on DEC 28, was told "no one available to speak to you regarding this, and someone will call you back in a few minutes". Now its JAN 3, and no callback, nothing. LOL not surprised in the least. Business Response /* (4000, 19, 2022/02/08) */ ********, Our customer service manager has reached out to you again with a resolution. Please contact us back at your earliest convenience.

*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. ↩