Complaints

This profile includes complaints for MS Recoveries & Investigations LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MS Recoveries & Investigations LLC

  2316 N Cole Rd Ste 105E Boise, ID 83704

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  MS Recoveries & Investigations LLC

  1111 S Orchard St Ste 110 Boise, ID 83705

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:09/30/2024

  Type:Service or Repair 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.

  On May 3, 2024, I paid **** ****** of MS ********************** and Investigations in *****, ID $300 to start surveillance on the mother of my daughter in a contested custody case. On July 3, 2024 I paid him an additional $600 to continue collecting information for the court case with the intent that **** ****** would testify on behalf of his findings in the court. Prior to hiring Mr. ****** I made it clear that if there was no activity =I still wanted time shots every hour of surveillance so that I was assured the surveillance was taking place. This is a common practice in the private investigations industry. **** ****** assured me that that would be done and that reports, photos, and any evidence collected would be uploaded for me to view. He also guaranteed me his appearance in court to testify on behalf of his findings, as they are inadmissible without his testimony.For several months now, I have been asking for the evidence that he supposedly collected and has, but nothing has been uploaded. He started ignoring my calls after I continued to ask for the work I paid him for. He reassured me that he has the evidence and will get it uploaded. Nothing was ever uploaded except the initial Information that I presented him with.When I had enough, I told him I wanted my money refunded and he told me he would refund it without any issue. The next time I contacted him about my refund, he said that there were some technical issues and his bank wasnt allowing him to refund the money. Since then he has stopped answering all calls, texts, or any other communications about this matter. In total, I have paid him $900 for services that he has not completed, and there is nothing to be submitted in court to help my case.I have seen no attempts to resolve this issue. It would appear **** ****** has taken my money, not provided the work, has no intent on providing it, and does not plan to refund me the nearly $1,000 Ive paid him.

  Business Response

  Date: 10/31/2024

  Dear *********** ******* and Better Business Bureau,
  
  Thank you for bringing this matter to my attention. I appreciate the opportunity to address your concerns.
  
  I would like to clarify a few key points regarding the services provided and the subsequent request for a refund.
  
  1. Surveillance Work Completed:
  The initial payment of $300 was for tracking records, which were provided to you as discussed. These records reflected the relevant information at the time and were shared with you accordingly. For the additional $600 payment made on July 3, 2024, further surveillance was conducted. However, the vehicle that had been previously used by the subject remained stationary with no movement during the surveillance period, which impacted the amount of new material that could be collected.
  
  
  2. Follow-Up Surveillance and Refund Request:
  When you requested a refund, I informed you that I use QuickBooks for payment processing, and due to the platform's restrictions, the refund option for the $600 was no longer available. I clearly communicated that you may need to file a dispute with your financial institution in order to process the refund, as QuickBooks could not issue it directly at that point. Additionally, as requested, a background check was being conducted on the subjects other partner. This background was carried out through my contacts who had direct professional ties to the individual in question.
  
  
  3. Communication Issues:
  I take customer communication seriously and strive to respond to all clients in a timely manner. I can assure you that I did not intentionally ignore your calls. On several occasions when you contacted me, I was either attending court hearings for other cases or working with other clients. Each time I noticed a missed call, I returned your call as promptly as possible. During our most recent conversation, we agreed that all remaining materials would be provided by the 1st, and I have since reviewed our recorded calls to confirm this understanding. As Idaho is a one-party consent state, I record all calls to ensure clarity in our communications.
  
  
  4. Surveillance Evidence and Uploads:
  In reference to the evidence you were expecting, one of the camera systems used during this case was managed by a previous intern who has since graduated from ********************** and is no longer in contact. Despite my efforts to retrieve the additional footage from them, I have been unsuccessful in obtaining it.
  
  In conclusion, while I understand your dissatisfaction with the outcome of the case, all work was conducted professionally and according to our agreements. I regret any inconvenience this situation has caused and remain open to further discussion if needed.
  
  
  
  
  This email is sent from a mobile device
  
  Respectfully,
  
  ******* *******
  P: **************
  
  ***********************>Suite E
  ******************
  ********************************