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:05/08/2025

  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.

   
  Complaint: 23302203
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****-*****king a full refund for the services that were not properly executed and proof of the work that was supposedly completed.

  Customer Answer

  Date: 05/12/2025

  I am writing to express my dissatisfaction with the service I received. Some of the statements in the response provided to me are false. I have attached a transcription of Detective ********* agreement that I did not receive acceptable service.
  My initial request was for a picture. I specifically asked for details about a Black investigator to ensure they would not be caught taking the picture as a non-person of color. I was assured that this would not be a problem and was not informed that it would incur additional costs or be a hassle. Trusting their expertise, I proceeded with my request, as I only needed the picture.
  However, starting in December, I received almost no communication despite my repeated attempts to reach out via their app and email on December 25th, December 31st, January 9th, and through my lawyer on January 29th with a follow from him on the 3rd Feb as well. I finally spoke with Detective ******** on January 16th, 2025, and explained that I was told my case was closed. Nearly two weeks ago (30th April), new information was uploaded to the file regarding work done in November, which was not previously provided to me. I informed them that this information was incorrect and questioned why it was not given to me in November (no response was given).
  While I am not expecting a full refund, I believe equitable compensation (half refund) should be offered. I cannot use the additional hours provided and no longer trust this business to meet my needs.
  Speaking with Detective ******** initially provided some comfort, as I finally received a response and some understanding of the service I did not receive.

  I have also attached a transcript email

  
  

  Customer Answer

  Date: 05/17/2025

  I am writing to express my dissatisfaction with the service I received. Some of the statements in the response provided to me are false. I have attached a transcription of Detective ********* agreement that I did not receive acceptable service.
  My initial request was for a picture. I specifically asked for details about a Black investigator to ensure they would not be caught taking the picture as a non-person of color. I was assured that this would not be a problem and was not informed that it would incur additional costs or be a hassle. Trusting their expertise, I proceeded with my request, as I only needed the picture.
  However, starting in December, I received almost no communication despite my repeated attempts to reach out via their app and email on December 25th, December 31st, January 9th, and through my lawyer on January 29th with a follow from him on the 3rd Feb as well. I finally spoke with Detective ******** on January 16th, 2025, and explained that I was told my case was closed. Nearly two weeks ago (30th April), new information was uploaded to the file regarding work done in November, which was not previously provided to me. I informed them that this information was incorrect and questioned why it was not given to me in November (no response was given).
  While I am not expecting a full refund, I believe equitable compensation (half refund) should be offered. I cannot use the additional hours provided and no longer trust this business to meet my needs.
  Speaking with Detective ******** initially provided some comfort, as I finally received a response and some understanding of the service I did not receive.
  I have also attached a transcript email
  
  

  Business Response

  Date: 05/10/2025

  Thank you for the opportunity to respond to this matter. Legal Eye Investigations, LLC is committed to delivering professional, ethical, and results-driven investigative services, while maintaining transparency and responsiveness with our clients.
  
  The client retained our agency in October 2024 under the Standard Surveillance Bundle, which includes 24 hours of surveillance (minimum 4-hour increments), one licensed investigator, both static and mobile surveillance, and a court-ready report if actionable information is obtained.
  
  Scope of Services Rendered:
  
  At the clients request, we assigned a Black investigator specifically to observe a religious group linked to the Black Hebrew Israelite movement.
  
  Multiple surveillance sessions were conducted at the location provided by the client. Despite repeated efforts, no individuals matching the subject or minor child were ever observed on-site.
  
  Our investigators canvassed the surrounding area, ran license plates for pattern analysis, and explored possible leads based on client intelligence.
  
  A preliminary background check was conducted at no additional cost, even though this service was not included in the original package but was ran to  ensure the case file was accurate and thorough.
  
  Surveillance Methodology:
  Its important to clarify that our investigators do not continuously record for the full duration of each surveillance period. We record only when relevant activity occurs that directly pertains to the subject or the scope of the investigation. This approach ensures we remain discreet and efficient, and that any evidence gathered is focused, clear, and admissible. Extended or idle footage of unrelated individuals or events is not standard practice and may present legal or ethical concerns.
  
  Client Communication and Follow-Up:
  The client received status updates through December 2024. In January 2025, a follow-up call with our lead investigator addressed the client's concerns regarding the findings. We explained that the lack of usable footage was due to the subjects absence during all monitored periods. In February 2025, Ms. ******* reached out once more, and no further follow-up was received from the client.
  
  On the Clients Current Claims:
  We understand how emotionally difficult and high-stakes custody cases can be. However, our responsibility is to observe and document, not to create or force outcomes. If the subject does not appear or engage in behavior relevant to the case, our role is to honestly report that fact.
  
  With regard to additional allegations raised by the client concerning another child or legal matters in other states, we conducted reasonable due diligence within the boundaries of our licensing and legal access but could not verify those records independently.
  
  Refund Request and Offer of Resolution:
  Due to the significant amount of investigative work completed, including multiple days of field surveillance, canvassing efforts, license plate research, and background checks, we do not believe a full refund is appropriate.
  
  That said, in the spirit of cooperation and resolution, we are willing to offer the client an additional 4 hours of investigative services free of charge. These hours may be used at a different location or to reinitiate monitoring of the childs movements, should the client choose to proceed. This offer remains open and flexible to the client's future needs.
  
  We remain committed to supporting our clients with integrity and diligence, and are happy to schedule a direct call to further discuss any remaining concerns.
  
  

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to this matter. Legal Eye Investigations, LLC is committed to delivering professional, ethical, and results-driven investigative services, while maintaining transparency and responsiveness with our clients.
  
  The client retained our agency in October 2024 under the Standard Surveillance Bundle, which includes 24 hours of surveillance (minimum 4-hour increments), one licensed investigator, both static and mobile surveillance, and a court-ready report if actionable information is obtained.
  
  Scope of Services Rendered:
  
  At the clients request, we assigned a Black investigator specifically to observe a religious group linked to the Black Hebrew Israelite movement.
  
  Multiple surveillance sessions were conducted at the location provided by the client. Despite repeated efforts, no individuals matching the subject or minor child were ever observed on-site.
  
  Our investigators canvassed the surrounding area, ran license plates for pattern analysis, and explored possible leads based on client intelligence.
  
  A preliminary background check was conducted at no additional cost, even though this service was not included in the original package but was ran to  ensure the case file was accurate and thorough.
  
  Surveillance Methodology:
  Its important to clarify that our investigators do not continuously record for the full duration of each surveillance period. We record only when relevant activity occurs that directly pertains to the subject or the scope of the investigation. This approach ensures we remain discreet and efficient, and that any evidence gathered is focused, clear, and admissible. Extended or idle footage of unrelated individuals or events is not standard practice and may present legal or ethical concerns.
  
  Client Communication and Follow-Up:
  The client received status updates through December 2024. In January 2025, a follow-up call with our lead investigator addressed the client's concerns regarding the findings. We explained that the lack of usable footage was due to the subjects absence during all monitored periods. In February 2025, Ms. ******* reached out once more, and no further follow-up was received from the client.
  
  On the Clients Current Claims:
  We understand how emotionally difficult and high-stakes custody cases can be. However, our responsibility is to observe and document, not to create or force outcomes. If the subject does not appear or engage in behavior relevant to the case, our role is to honestly report that fact.
  
  With regard to additional allegations raised by the client concerning another child or legal matters in other states, we conducted reasonable due diligence within the boundaries of our licensing and legal access but could not verify those records independently.
  
  Refund Request and Offer of Resolution:
  Due to the significant amount of investigative work completed, including multiple days of field surveillance, canvassing efforts, license plate research, and background checks, we do not believe a full refund is appropriate.
  
  That said, in the spirit of cooperation and resolution, we are willing to offer the client an additional 4 hours of investigative services free of charge. These hours may be used at a different location or to reinitiate monitoring of the childs movements, should the client choose to proceed. This offer remains open and flexible to the client's future needs.
  
  We remain committed to supporting our clients with integrity and diligence, and are happy to schedule a direct call to further discuss any remaining concerns.

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23302203
  
  I am rejecting this response because: I did not request a full refund but a partial. Although work was done it was not correct nor presented timely. It was only in March that evidence of work was presented which was after my custody hearing which I explained all this to Det ********* I had to pay for different services elsewhere to support my case.  I was told my case closed before even receiving anything. I still received nothing after my lawyer requested documents, which I also had to pay for him to do that. The 4 hours of service now being offered will not help me or could be utilized.  I have been reaching out since December for resolve prior to get to this step. Again I am requesting a partial refund. Additional services or hours can not be used. 
  
  Sincerely,
  
  ******** *****-*****

  Business Response

  Date: 05/27/2025

  We acknowledge the clients updated statement and appreciate the clarification regarding their request for a partial, rather than full, refund. We also understand the frustration surrounding the timing of deliverables in relation to their custody hearing.

  We understand that the client incurred additional costs by retaining another service provider. While we stand by the investigative hours and efforts put forth, despite the lack of observable activity, we are willing to meet the client halfway in the interest of resolution.

  Therefore, we are amending our offer:
  A partial refund will be issued to the client as a gesture of goodwill.

  This offer is made in good faith and with the goal of closing this matter respectfully and professionally. Thank you. 

  Customer Answer

  Date: 05/28/2025

   
  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.  I would like a phone call to arrange the partial refund and timing.
  
  Sincerely,
  
  ******** *****-*****

  Business Response

  Date: 06/17/2025

  We appreciate the opportunity to address this matter and would like to inform the BBB that we have resolved the situation directly with our client. After a productive conversation, we were able to come to a mutual understanding and have settled the issue to both parties satisfaction.
  
  We value open communication and always strive to maintain a high standard of service and professionalism. Thank you for your assistance in facilitating this process.

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

   
  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 if they actually refund my money. I paid via ***** and would like the company to return it that way. They will need to reach out to me via phone (not email) if they need further info to process this payment. They don't respond to my emails, so sending me one to react to is pointless. If payment is not received in a timely matter after they agreed to the refund, I will pursue legal remedies. Regardless of my negative experience, I wish them well.
  
  Sincerely,
  
  Dr. ****** ******alled from another number and Mr. ******** picked up and seemed annoyed. I said who I was, that I had sent the payment, and that I needed ******* to contact me. He paused and said he would transfer me. He was using a cell phone, so he said he would "transfer the call," when all he did was push a button and hang up. The whole process has been highly unprofessional and triggering, and a service wasn't provided nor my money refunded. This company should not treat customers who have genuine issues with blatant disregard. I'm very disappointed with the lack of respect I (as a veteran) have received and the sheer gall in them keeping my money and ceasing communication. I would like the $175 I sent on 18 March returned.

  Business Response

  Date: 04/04/2025

  We appreciate the opportunity to respond to this complaint and to provide clarity on the matter. While we understand the client's frustration, we would like to present the full context of our interactions to demonstrate our ongoing efforts to assist her in a professional manner.
  
  Our first contact with the client occurred in December 2024. At that time, we informed her that we would be unable to assist due to the nature of the concerns she presented. Despite this, she continued to contact us via multiple emails with evolving requests, including phone scans, surveillance claims, and background checks.
  
  On January 27, 2025, the client reached out again. During this conversation, she expressed several serious and complex concerns, including being harassed by a covert stalking group, neighbors hacking into her cameras, racial targeting, and electronic surveillance. We listened with empathy and explained our process, including the logistics required for scanning her devices. On January 29, she indicated she had a Faraday bag and would deliver her devices for scanning, but she never followed through with that plan.
  
  We next heard from her on February 10, when she requested a license plate lookup. This service was completed promptly, and the results were delivered. She expressed dissatisfaction because the information we provided did not match what she had found on a public website. On February 11, we again asked for clarification on what she was looking to achieve, as the direction of her requests continued to change over time.
  
  On March 17, we communicated once more. No payment was requested or accepted aside from the $75.00 tag retrieval fee, which was completed. On March 20, we followed up again asking for a clear direction or summary of services requested, as her needs appeared to remain inconsistent. We received no further communication after that point.
  
  At no time did the client contact us to request a refund. However, in the interest of goodwill, we are happy to return the $175.00 that she states was paid on March 18, 2025. We take pride in the services we offer and do our best to help every client within the scope of what is realistic and ethical for a licensed investigative agency.
  
  We hope this resolves the issue amicably and wish her well moving forward.
  
  Sincerely,
  Legal Eye Investigations, LLC

  Customer Answer

  Date: 07/17/2025

  I filed a BBB complaint on April 1, 2025, regarding this company. The owner stated that, "At no time did the client contact us to request a refund. However, in the interest of goodwill, we are happy to return the $175.00 that she states was paid on March 18, 2025." This statement was clearly intended to close the case. Not only was the money not sent, but they also responded to my one-star ratings on review sites, stating that they would not be returning my money. Their word means nothing. If they are experiencing financial issues (I'm not the only one to complain in the past 90 days), that should not affect the customer. $175 is an insignificant amount of money; however, I don't give money away. I paid $75 for a plate, and I was satisfied with that. Services were not provided for the $175, and the owner stated in the BBB complaint response that they would refund my money. No email with the results I needed was sent. If so, his employee would have the email she sent with the compiled information. I was never sent it because it wasn't completed; thus, services were not rendered. I was ghosted instead of being provided what I paid for. Additionally, my lawyer sent a letter demanding reimbursement, which they also ignored. The company doesn't understand that you are only as good as your word. Lying and stating that my money would be refunded, and then failing to do so, is unethical. No thanks to them, but everything I suspected and initially contacted them about has since been confirmed, so I'm vindicated. Return my money and keep your word. My review on other sites has received a lot of views, so people are aware of what happened. I will update them accordingly.

  Business Response

  Date: 07/17/2025

  We understand your concerns and want to resolve this matter appropriately. As stated previously, we are willing to process the refund of $175 in good faith. However, in order to do so, we require your confirmation of the payment method and details to ensure accuracy and security.

  
  

  Please respond directly to our prior emails to verify your payment details. We cannot send any funds without confirmation from the client. Once we receive your verification, we will process the refund accordingly.

  Customer Answer

  Date: 07/21/2025

  The company refuses to respond to my emails (I sent a second one, adding the admin to the ** line). They have no intention of refunding my money. They are hoping and waiting for this to be closed out as resolved again, and it won't be. Despicable behavior. They are lying and taking advantage of a female disabled veteran. This company is not trustworthy and poses a risk to consumers.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23141199
  
  I am rejecting this response because:
  I have yet again received no response to my emails regarding the refund. I sent an email to the primary email address (as requested) and then forwarded it again (as well as Cc'd the admin email address) from another account. It doesn't take days to complete a Zelle transfer. It is truly despicable behavior not to follow through once again. People should avoid this company at all costs. I, as a female disabled veteran, had my money stolen. ******** still requires action, and their empty promises reflect poorly on their character and company. I'm glad the *** will receive a copy of my complaint. 

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

  Business Response

  Date: 07/22/2025

  This has been taken care of, thank you. 

  Customer Answer

  Date: 07/22/2025

   
  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 because I finally received the refund.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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 retained Legal Eye Investigations LLC on Aug. 2, 2022for two thousand dollars ($2,000) from my Truist checking account. to do a 7-day investigation starting Monday Aug. 3, 2022, thru Tuesday, Aug. 9, 2022, on my cheating spouse, who had vacated our home. I wanted to verify his new resident address with his new female companion. The GPS tracker was placed on my husband's vehicle on Wednesday, Aug. 3, 2022, at his place of employment. I would send information through the Google account set-up by Detective Williams, for me to check for updates on my investigation, regarding my husband. My seven days (7) were up, and I contacted detective Williams regarding a status. Detective Richard ******** said he wanted to hold off and speak with my attorney, who was on vacation and see what she was specifically wanting for my divorce case. I contacted Detective Richard ********* regarding the 16-hour surveillance status. The detective stated on a phone conversation, that he had been busy, his business was in high demand, and he had just returned from West Virginia on a case, and he would need to do surveillance in the neighborhood and speak with neighbors where my husband was residing. The detective did provide a document pertaining to who the owned the home. Moving forward, I contacted the detective for a status on Friday, Aug 26 and he thought my report was emailed to me and he was on vacation, I told him to provide the report on Monday, Aug. 29, 2022, I received Tuesday Aug. 30, 2022. My husband stopped at my home twice to pick-up his belongings on Sunday, August 7, 2022. The GPS tracker report never showed my home address. Had the detective conducted a surveillance at my husband's new residence, two houses down, an older man sells used/repaired ride on lawn mowers in front of his house. There are only 3 houses on the street my husband resides, across the street is an elementary school and an education building. I want to be compensated because the GPS did all the work,

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 9, 2022/10/10) */
  I was hired by ***** to conduct 16 hours of surveillance, install and monitor a gps tracking unit and conduct a property search. A total of 22.5 hrs of surveillance was conducted at $95.00 an hour, as well as the above mentioned. The client gave $2000 as a retainer and went over her retainer by approximately $800.00. An investigator monitored the gps tracking device and surveilled the subject. The reason the subject's residence was not listed was because she knew when he was at their marital home - we provided her with addresses she was not familiar with. He was surveilled but was always alone so we did not find it necessary to document his every movement unless he was with someone.
  
  Dates and Times of Surveillance:
  
  08.03.22 - 3:00 pm - 5:30 pm (2.5 hrs)
  
  08.04.22 - 5:00 pm - 10:00 pm (5 hrs)
  
  08.08.22 - 4:00 pm - 10:30 pm (6.5 hrs)
  
  08.09.22 - 4:00 pm - 10:00 pm (6 hrs)
  
  03.10.22 - 10:00 am - 12:30 pm (2.5 hrs)
  
  A total of 22.5 hrs
  
  We feel as though we do not owe our client anything. We executed our contract and have finalized our contractual agreement.