ComplaintsforTexas Crime Prevention & Investigation

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 9th, 2024 - a contract was signed in the agreement a written report would be generated as invoices were paid. However, I never once received any invoices for any services rendered. When he was originally hired on March 9th, 2024, I paid an invoice in the amount of $108.25. I was then promised communication from *******************. We spoke on the phone briefly on Sunday March 10th 2024 at 5 PM, and he stated I needed to call back Monday March 11th, 2024 at 4 PM for more updates. I then proceeded to call back Monday at 4 PM, as instructed, my calls were ignored, then answered with a text he would call me back. No call back was ever made, and going forward, no calls were made to me period regarding this matter. I called several times only to be ignored or calls were forwarded on each occasion. After being ignored for a week, I sent an email on March 18th, complaining about not getting any communication and asking for a refund since services rendered were not satisfactory, my refund was denied due to services being rendered, I then asked for a chronological report of what has been done to my case, and that was never responded to. My email was not answered until I made contact again April 9th, 2024, asking again for a chronological report of services. I was denied any kind of report/refund/resolution. All he continued to provide me was his supposed clearance for surveillance investigations. The lack of communication for services he was hired for is absurd, I saw little to no results for what my money paid for. I am asking for a full refund due to the nature of how he has conducted business. I was then told "You are not my only client". That is a horrible excuse for not communicating to clients.

  

  Business response

  04/29/2024

  On March 9, 2024 we entered into an agreement with ******* in regards to doing surveillance on her childs father. Upon speaking to *******, shes ask do we have a payment plan? I explained to her that she can pay half of the retainer and at the  completion of our investigation to pay the other half as well as the remainder of any invoice we sent.******* contacted us immediately after the payment and ask when were going to have investigators sent to the location. As I explained to her over the phone, this was a highly complex case because she was hiting us to do surveillance or her childs fathers house to make sure that he has the aunt there pending a CPS Investigation that states the childs father had to be supervised. As a courtesy, she asked have we been by the location? I sent her a few pictures to let her know that we in fact have been by the location of both properties, the childs father, as well as the odds. ******* then stated that the pictures that we sent her wasnt worth the down payment that she had made and as I explain to her in the contract it states that she will get all of the documents including videos and pictures after the investigation is complete. The investigation was still ongoing so another invoice was never sent to her as this is a delicate situation that involves CPS She informed us that her and her mother were driving by the house and also sent us pictures. We explain to her that while the contract was going on that she could not do that via telephone we spoke. She stated that she was very disappointing with our services.

  Customer response

  04/29/2024

  I am rejecting this response because: ************ of saying it was an ongoing investigation, there was never any communication from the investigators as to where the investigation stood or that it was even still ongoing. Also, prior to hiring *******************, yes, I did state my mother had drove by the perpetrators house and yes took pictures. However, as stated to ****, those were before he was hired, and as instructed by ****, we needed to stop driving by, my mother stopped. There was a lack of communication after the second day he was hired. I did not receive any kind of communication until March 18th, in which I had to reach out first. There was no mention of the investigation ongoing nor what the status was.

  

  Business response

  04/29/2024

  Our private investigators did surveillance on this case,we have a case file in the office and we do not feel a refund is warranted because of the work that was already done. Also, this was a partial payment and in the contract it states that no documents will be released to the client until a complete payment is made, And yet we still gave ******* a courtesy, and sent her pictures showing that our investigators were doing surveillance.

  Customer response

  04/29/2024

  I am rejecting this response because:   I still never received any kind of communication or invoices after the fact. I was ignored up until March 18th, and then ignored again until April 9th. All communication was started by me. I never received invoices for the other part of retainer payment. In fact, NO INVOICES were ever sent/received after being ignored on March 11th. So how can I follow through when communication was absolutely absent! I was never made aware of any updates, invoices, or that the investigation was even still on going, after several email/phone call attempts. The response I EVER received was, we have more clients than just you, which is completely unprofessional. That does not excuse you from doing your due diligence and following up with each and EVERY client. Even call backs from messages and emails. 

  

  Business response

  06/01/2024

  We realize that every client will not be happy, so in an effort to squash this we are willing to do a partial refund as our investigators did do surveillance and have pictures to prove it.

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