Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted a background check and a surveillance of a person On August 9th 2023 I went online and requested a quote. Gentleman called and Soon after I received an email asking for my credit card information. So I paid: $3277.
  As instructed with the payment I wrote an extensive email explaining everything about why I required their services. I sent pictures, license plate number, picture of the vehicle. I sent everything I knew about the person of interest
  ******** * ****** * ******* ************ ** **** **** ** ******* **** ** ********* *** ** ****** *** * **** ****** **** ***** *** *** **** ******* **** *** ******** *** ****** ****** *** ************* ** ********** *** ** ********* ****** ** *** ********* ** ********** *** **** ******** ****** *** ******** *** * ***** ********* ** ******* ********** *********** ** *** ********* ******* 1. They never contacted me or gave me updates : As soon as I paid, they never contacted me, I had to contact them. This is contrary to what is said on website
  
  2. They never gave me a timeline. I asked many times
  
  3. Surveillance. They sent me a link to the pictures of the surveillance with dates. The pictures were not clear, taken in the dark ; out of all pictures sent to me there’s only 1 blurry picture ** *** ********** All other pictures **** ** ** ****** ***** * ***** aren’t of any use to us) * ** * ** *** **** ***** *** * ** *** ********* ** ********* I never received pictures ** *** entering buildings or coming out. They said ** **** ** ******* but not 1 picture of that, *** ** *** ** *** ******* ** ******* ** ********* **** ** ******* ** ******** It was very disappointing. They also sent a pdf with a few dates of surveillance.
  4. Background check: they said they found nothing but no report. I would like to know what they looked at. On website it says they look into education, dating sites, *** family etc. I received nothing
  Should you need the Link with pictures of surveillance I will send Thank you

  Business Response

  Date: 06/06/2024

  **** *** *** ********
  
  We do not request or store customer credit card information. Instead, we provide a secure link for payment purposes, ensuring the confidentiality and integrity of your financial information.
  
  We notified the client promptly upon receipt of the signed mandate, payment, and investigation details. According to our records, the client received and acknowledged the email on August 15th, 2023. (We keep all emails and can present them if necessary.) Subsequently, our investigation department commenced the investigation, initiating a thorough analysis of the situation, developing a behavioural profile of the person of interest, and conducting preliminary surveillance. The first comprehensive surveillance session was conducted on August 25th, 2023.
  
  The timelines for each type of investigation are clearly presented on our website, providing a clear and transparent overview of the investigative process.
  
  We have provided the client with multimedia files that document our surveillance sessions, which were conducted over extended periods of time. It is understandable that images taken at night may be dark, as our undercover investigators waited patiently for the subject of interest (POI) to appear. In some cases, it was not possible to immediately capture images of the POI. Please note that **** ************* ** *** * ************ ***** ****** *** *** ******* ******** we cannot install tripods or telephoto lenses. The images of the house were taken to demonstrate our investigators' presence at the location. We would like to emphasize that the oral testimony of our licensed private investigators carries the same weight as photographic or video evidence. The PDF file you have received is a professional report, approved by our industry standards.
  
  All our background checks are conducted through meticulous analysis and investigation tailored to meet the specific needs of our customers. You have received our official email, accompanied by a comprehensive report detailing the findings of the investigation performed.
  

  
  On top of the above, we would like to mention that:
  
  1. The client signed the Private Investigation Mandate, where they officially agreed with our Refund Terms and Terms of Use. (Clause #9 of the document signed).
  Refund Policy: *****************************
  Terms of Use: ****************************
  Upon making the payment, the client again agreed with the above-mentioned terms and policies.
  
  ** ** ******* ** ***** ****** **** * ******* ************* ****** ******* ***** ****** *** *** ******* ** ****** *** ******* *********** ** ********* *** *** *** ******* ** ******** ******** ** ** ***** ** ********** *** ********** ******* ***** ******
  
  3. in the field of private investigation, there can be no guarantee whatsoever, which is clearly explained in our Terms of Use you have agreed with. (Refer to clause "Private Investigation Outcome and Liability" of our Terms of Use.)
  
  4. Although a private investigation is completely legal in Canada, it is “a risky undertaking” beyond the scope of ordinary service. During the private investigation process, we often encounter a wide range of risks, challenges, and limitations including but not limited to legal, safety, technical, climate/weather, and confidentiality aspects, which can compromise the investigation process in whole or in part or otherwise severely limit or delay the investigation outcome. (Clause "Private Investigation Suspension and/or Termination" of our Terms of Use.) Despite such limitations, we must not underestimate our efforts and initiative.
  

  
  

  Thank you for your consideration and understanding.