ICS of Arizona

Dear Ms***, This letter outlines the formal response to the Revdex.com complaint dated April 18, lodged by [redacted] [redacted] against ICS of Arizona As stated in our mission statement, ICS of Arizona values its dedication to customer service Mrs [redacted] entered into a written agreement with ICS of Arizona for investigative services on June 25, Mrs [redacted] contacted our office and made an appointment on June 25th to come in for a free consultation Mrs [redacted] came into the.office, met with Mr [redacted] and me She explained her problem with what she believed W&s a person harassing her through her cell phone and computer We collectively reached an agreement to conduct a forensics investigation on Mrs [redacted] 's cell phone and laptop computerMrs [redacted] is very active on the internet and thought she was being hacked by a former friend who now lives in EnglandMrs [redacted] described the issues to us during the initial meeting over a period of hours Mrs [redacted] was not able to receive email or text message updates on the caseThe communication was by phone or in personMrs [redacted] came to the office on several occasionsOur office is open weekdays from Sam to Spm and we accept walk-iris without an appointmentOur office phone number is ###-###-#### and when out of the office the number rolls over to our cell phone Mr [redacted] is a licensed Private Investigator and he performs the forensic investigations for our office Mr [redacted] took the phone and laptop and began an investigation immediately Mrs [redacted] also described problems with unauthorized persons accessing her email and Facebook accounts During the investigation we worked with Mrs [redacted] to identify the person she said was accessing her accounts Mrs [redacted] gave Mr [redacted] access to the admin accounts and asked her to refrain from accessing the accounts so we could see when the account was being accessed through the activity log Mrs [redacted] would not follow instructions on this phase of the investigation and continued accessing the accountsThese actions filled the activity log with her own informationThis interfered with the investigation and we were not able to confirm the email or Facebook were being accessed without permission Mr [redacted] was in contact with Mrs [redacted] by cell phone and when not able to reach her, he would leave a messageMrs [redacted] would call back after hours when we were out of the office and leave a messageWe would try to call he back and sometimes were not able to reach her Mrs [redacted] was given several verbal reports by phone and in personOn July 5th, Mrs [redacted] came to the office and requested a report on the cell phone forensicsMr [redacted] printed out a copy ofthe report and gave it to Mrs [redacted] while in the office After completing the forensics on both the phone and the laptop, Mr [redacted] reported to Mrs [redacted] the findings of a Trojan horse virus and no other found evidence of intrusionTrojan viruses are somewhat common viruses that are downloaded from the internet On August 15th, Mrs [redacted] came to the office again and collected a second cell phone report in personThis report was based on forensics on a bacopy of the cell phone before it was wiped cleanMr [redacted] talked with Mrs [redacted] about writing a report and the fact would incur additional billing as Mr [redacted] had done twice the work he was contractually obligated to perform on the cellular phone Mrs [redacted] declined the report and opted for a verbal report insteadAt this parting, Mrs [redacted] was going to try calling Law Enforcement for helpMrs [redacted] said she would call if any additional help was needed from us A closing letter was sent to Mrs [redacted] on 8-17-There was no contact from Mrs [redacted] until NovemberInNovember we received a call from a local [redacted] agent requesting to speak with Mr [redacted] After speaking briefly with the [redacted] Agent, we called MRS [redacted] and got permission to speak about the case to the ***There were several phone calls made back and forth between Mr [redacted] and the [redacted] Agent before they connected Mr [redacted] discussed the case with the Agent on November 7th The Agent explained the investigation he was conducting and he asked for a copy of the reportMr [redacted] described the virus found and the Agent said he would not need a copy of the report and that the fmdings would not sustain an investigation by the *** The agent indicated he would be closing the case because the virus is a common issue with computers and that he would inform Mrs [redacted] This concluded our contact with the [redacted] Agent Mr [redacted] spoke with Mrs [redacted] about the [redacted] call and at that time she was upset about the outcomeMrs [redacted] became upset with ICS of Arizona and felt it was our fault the [redacted] would not continue her case Mrs [redacted] wrote a letter dated 12-22-and sent it to our officeMr [redacted] sent a complete report dated 12-26-2013.and received a signed confirmation of delivery on 12-28- wrote a reply dated 12-31-and received a signed confirmation she received it on 1-3- It is our belief we completed the investigation in a timely and professional mannerWe reported the findings of the investigation to Mrs [redacted] by verbal reports and with several written reports I have included the following documentation: Copy of Client Agreement Copy of Client billing Copy of Cell Phone Report, dated 7-1-Copy of Cell Phone Report #2, dated 7-25-Copy of Case Closing Letter dated 8-17-Copy of complete report, dated 12-11-Copy of Client letter, dated 12-22- Copy of [redacted] receipt for mailing full report to Client, dated 12-27- Copy of signed return receipt from [redacted] for delivery of report, dated 12-28-Copy of letter in response to client letter, dated 12-31- Copy of [redacted] receipt for mailing response letter to client, dates 12-31-Copy of [redacted] signed return receipt, dated 1-3- ICS of Arizona sincerely regrets the dissatisfaction that Mrs [redacted] expressed regarding the quality of service she received As ICS of Arizona continually works to improve its customer service, such matters are taken seriously We will continue to strive to improve our performanceICS of Arizona stands ready to work with the Revdex.com and Mrs [redacted] to reach a resolution in the matter We appreciate the comments and feedback the Revdex.com may provide to us We will work hard to address her concerns now, and as they apply to our future custom as well Thank you very much

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Despite elaborate and seemingly meticulous documentation by I.C.Soffering description of contacts and events pertaining to the handling of my case, I still maintain that I did not receive any documentation from this company in a timely manner I began interface with the *** November 1, regarding this situation, and had been awaiting documentation which was never provided after my termination with I.C.Sin July, Description of events provided to the Revdex.com does not satisfy this in retrospect
Regards,
*** ***

Dear Revdex.com,
We completed the work in a professional and timely manner. The results were reported to the client both verbally and in written form, at different stages during the investigation, as detailed in the initial response. Our company takes a serious approach to helping clients and we do our best for the clients.
We fulfilled the agreement with the client and completed the investigation. In the initial reply, we provided dates of when the client came to our office, requested a report and was given the report prior to leaving the office. After the investigation was complete, we continued assisting the client with the [redacted] over and above the agreement.
We detailed our efforts on the clients behalf in the reply to the initial Revdex.com complaint. Our investigation provided truthful results and we cannot control which investigations the [redacted] accepts.
Asking for a refund after the work has been completed is not reasonable and investigations are not contingent on the involvement of the [redacted] with the client.
We appreciate the Revdex.com and their efforts to help the citizens of Arizona resolve their complaints with Arizona companies. Our response is complete and we will not be making any concessions to the client.

Dear Ms. [redacted],
This letter outlines the formal response to the Revdex.com complaint dated April  18, 2014 lodged by [redacted]...

[redacted] against ICS of Arizona.  As stated in our mission statement, ICS of Arizona values its dedication to customer service.
Mrs. [redacted] entered into a written agreement with ICS of Arizona for investigative services on June 25,2013.  Mrs. [redacted] contacted our office and made an appointment on June 25th to come in for a free consultation.  Mrs. [redacted] came into the.office, met with Mr. [redacted] and me.  She explained her problem with what she believed W&s a person harassing her through her cell phone and computer.
We collectively reached an agreement to conduct a forensics investigation on Mrs. [redacted]'s cell phone and laptop computer. Mrs. [redacted] is very active on the internet and thought she was being hacked by a former friend who now lives in England. Mrs. [redacted] described the issues to us during the initial meeting over a period of 2 hours.
Mrs. [redacted] was not able to receive email or text message updates on the case. The communication was by phone or in person. Mrs. [redacted] came to the office on several occasions. Our office is open weekdays from Sam to Spm and we accept walk-iris without an appointment. Our office phone number is ###-###-#### and when out of the office the number rolls over to our cell phone.
Mr. [redacted] is a licensed Private Investigator and he performs the forensic investigations for our office.  Mr. [redacted] took the phone and laptop and began an investigation immediately.  Mrs. [redacted] also described problems with unauthorized persons accessing her email and Facebook accounts.
During the investigation we worked with Mrs. [redacted] to identify the person she said was accessing her accounts.  Mrs. [redacted] gave Mr. [redacted] access to the admin accounts and asked
her to refrain from accessing the accounts so we could see when the account was being accessed through the activity log.
Mrs. [redacted] would not follow instructions on this phase of the investigation and continued accessing the accounts. These actions filled the activity log with her own information. This interfered with the investigation and we were not able to confirm the email or Facebook were being accessed without permission.
Mr. [redacted] was in contact with Mrs. [redacted] by cell phone and when not able to reach her, he would leave a message. Mrs. [redacted] would call back after hours when we were out of the office and leave a message. We would try to call he back and sometimes were not able to reach her.
Mrs. [redacted] was given several verbal reports by phone and in person. On July 5th, Mrs. [redacted] came to the office and requested a report on the cell phone forensics. Mr. [redacted] printed out a copy ofthe report and gave it to Mrs. [redacted] while in the office.
After completing the forensics on both the phone and the laptop, Mr. [redacted] reported to Mrs. [redacted] the findings of a Trojan horse virus and no other found evidence of intrusion. Trojan viruses are somewhat common viruses that are downloaded from the internet.
On August 15th, Mrs. [redacted] came to the office again and collected a second cell phone report in person. This report was based on forensics on a back-up copy of the cell phone before it was wiped clean. Mr. [redacted] talked with Mrs. [redacted] about writing a report and the fact would incur additional billing as Mr. [redacted] had done twice the work he was contractually obligated to perform on the cellular phone.
Mrs. [redacted] declined the report and opted for a verbal report instead. At this parting, Mrs. [redacted] was going to try calling Law Enforcement for help. Mrs. [redacted] said she would call if any additional help was needed from us.
A closing letter was sent to Mrs. [redacted] on 8-17-2013. There was no contact from Mrs. [redacted] until November. InNovember we received a call from a local [redacted] agent requesting to speak with Mr. [redacted].
After speaking briefly with the [redacted] Agent, we called MRS. [redacted] and got permission to speak about the case to the [redacted]. There were several phone calls made back and forth between Mr. [redacted] and the [redacted] Agent before they connected.
Mr. [redacted] discussed the case with the Agent on November 7th.  The Agent explained the investigation he was conducting and he asked for a copy of the report. Mr. [redacted] described the virus found and the Agent said he would not need a copy of the report and that the fmdings would not sustain an investigation by the [redacted].
The agent indicated he would be closing the case because the virus is a common issue with computers and that he would inform Mrs. [redacted]. This concluded our contact with the [redacted] Agent.
Mr. [redacted] spoke with Mrs. [redacted] about the [redacted] call and at that time she was upset about the outcome. Mrs. [redacted] became upset with ICS of Arizona and felt it was our fault the [redacted] would not continue her case.
 
 
Mrs. [redacted] wrote a letter dated 12-22-2013 and sent it to our office. Mr. [redacted] sent a complete report dated 12-26-2013.and received a signed confirmation of delivery on 12-28- 20131 wrote a reply dated 12-31-2013 and received a signed confirmation she received it on 1-3- 2014.
It is our belief we completed the investigation in a timely and professional manner. We reported the findings of the investigation to Mrs. [redacted] by verbal reports and with several written reports.
I have included the following documentation: Copy of Client Agreement
Copy of Client billing
Copy of Cell Phone Report, dated 7-1-2013 Copy of Cell Phone Report #2, dated 7-25-2013 Copy of Case Closing Letter dated 8-17-2013 Copy of complete report, dated 12-11-2013 Copy of Client letter, dated  12-22-2013
Copy of [redacted] receipt for mailing full report to Client, dated 12-27-2013
Copy of signed return receipt from [redacted] for delivery of report, dated 12-28-2013 Copy of letter in response to client letter, dated 12-31-2013
Copy of [redacted] receipt for mailing response letter to client, dates 12-31-2013 Copy of [redacted] signed return receipt, dated 1-3-2014
ICS of Arizona sincerely regrets the dissatisfaction that Mrs. [redacted] expressed regarding the quality of service she received.  As ICS of Arizona continually works to improve its customer service, such matters are taken seriously.  We will continue to strive to improve our performance. ICS of Arizona stands ready to work with the Revdex.com and Mrs. [redacted] to reach a resolution in the matter.  We appreciate the comments and feedback the Revdex.com may provide to us.  We will work hard to address her concerns now, and as they apply to our future custom as well.  Thank you very much.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My initial decision to file this complaint was not one made lightly.  It was my hope that financial restitution would be found acceptable by ICS.  I am aware of the potential ramifications of a Revdex.com Complaint on file for any thriving business, but sought some type of validation in satisfying my primary issue with ICS.  I can see by their written communication that this resolution is not an option.  Therefore, I wish to reject the response made by ICS, and wish to proceed with filing a formal Revdex.com Complaint against this company.
 
I firmly maintain that I was NOT provided usual and customary documentation relevant to my case with ICS in a timely fashion.  At the close of a private investigation the customer has every right to documentation.  I received NOTHING from [redacted] at the close of our agreement in July, 2013.  When I presented to the [redacted] November 1, 2013, I was still without documentation.  On November 5, 2013, I was contacted by Special Agent [redacted], Phoenix Field Office.  The first thing he requested was documentation by ICS, including the interpretation by Mr. [redacted] of the Forensic Analysis done on my device.  I was embarrassed to tell him I was still not in receipt of the documentation, and asked him to intervene.  I was told the following by [redacted] in phone conversation at that time:
 
1.)  "I thought I gave you something on that."
2.)  "There was nothing."
 
In closing, I know that it is the role of a Private Investigator to provide documentation at termination in a timely manner.  This simply did not happen, Ms. [redacted].  Even more unacceptable was refusal by Mr. [redacted] after having been made aware that [redacted] was involved to provide that documentation to me immediately.  In keeping my complaint consistent with a professional tone, I choose not to dwell on the numerous inaccurate claims made by ICS about me, and will focus only on this issue.  I wish to proceed with the formal filing of my complaint about ICS to the Revdex.com.  I stand by my initial complaint, and have no intention of retracting this complaint.  
 
I wish to sincerely thank you for your time and attention in this matter.  
 
Respectfully,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My initial decision to file this complaint was not one made lightly.  It was my hope that financial restitution would be found acceptable by ICS.  I am aware of the potential ramifications of a Revdex.com Complaint on file for any thriving business, but sought some type of validation in satisfying my primary issue with ICS.  I can see by their written communication that this resolution is not an option.  Therefore, I wish to reject the response made by ICS, and wish to proceed with filing a formal Revdex.com Complaint against this company.

 

I firmly maintain that I was NOT provided usual and customary documentation relevant to my case with ICS in a timely fashion.  At the close of a private investigation the customer has every right to documentation.  I received NOTHING from [redacted] at the close of our agreement in July, 2013.  When I presented to the [redacted] November 1, 2013, I was still without documentation.  On November 5, 2013, I was contacted by Special Agent [redacted], Phoenix Field Office.  The first thing he requested was documentation by ICS, including the interpretation by Mr. [redacted] of the Forensic Analysis done on my device.  I was embarrassed to tell him I was still not in receipt of the documentation, and asked him to intervene.  I was told the following by [redacted] in phone conversation at that time:

 

1.)  "I thought I gave you something on that."

2.)  "There was nothing."

 

In closing, I know that it is the role of a Private Investigator to provide documentation at termination in a timely manner.  This simply did not happen, Ms. [redacted].  Even more unacceptable was refusal by Mr. [redacted] after having been made aware that [redacted] was involved to provide that documentation to me immediately.  In keeping my complaint consistent with a professional tone, I choose not to dwell on the numerous inaccurate claims made by ICS about me, and will focus only on this issue.  I wish to proceed with the formal filing of my complaint about ICS to the Revdex.com.  I stand by my initial complaint, and have no intention of retracting this complaint.  

 

I wish to sincerely thank you for your time and attention in this matter.  

 

Respectfully,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Despite elaborate and seemingly meticulous documentation by I.C.S. offering description of contacts and events pertaining to the handling of my case, I still maintain that I did not receive any documentation from this company in a timely manner.  I began interface with the [redacted] November 1, 2013 regarding this situation, and had been awaiting documentation which was never provided after my termination with I.C.S. in July, 2013.  Description of events provided to the Revdex.com does not satisfy this in retrospect.

Regards,

Dear Revdex.com,

We completed the work in a professional and timely manner. The results were reported to the client both verbally and in written form, at different stages during the investigation, as detailed in the initial response. Our company takes a serious approach to helping clients and we do our best for the clients.

We fulfilled the agreement with the client and completed the investigation. In the initial reply, we provided dates of when the client came to our office, requested a report and was given the report prior to leaving the office. After the investigation was complete, we continued assisting the client with the [redacted] over and above the agreement.

We detailed our efforts on the clients behalf in the reply to the initial Revdex.com complaint. Our investigation provided truthful results and we cannot control which investigations the [redacted] accepts.

Asking for a refund after the work has been completed is not reasonable and investigations are not contingent on the involvement of the [redacted] with the client.

We appreciate the Revdex.com and their efforts to help the citizens of Arizona resolve their complaints with Arizona companies. Our response is complete and we will not be making any concessions to the client.

Dear Ms. [redacted],

This letter outlines the formal response to the Revdex.com complaint dated April  18, 2014 lodged by [redacted]...

[redacted] against ICS of Arizona.  As stated in our mission statement, ICS of Arizona values its dedication to customer service.

Mrs. [redacted] entered into a written agreement with ICS of Arizona for investigative services on June 25,2013.  Mrs. [redacted] contacted our office and made an appointment on June 25th to come in for a free consultation.  Mrs. [redacted] came into the.office, met with Mr. [redacted] and me.  She explained her problem with what she believed W&s a person harassing her through her cell phone and computer.

We collectively reached an agreement to conduct a forensics investigation on Mrs. [redacted]'s cell phone and laptop computer. Mrs. [redacted] is very active on the internet and thought she was being hacked by a former friend who now lives in England. Mrs. [redacted] described the issues to us during the initial meeting over a period of 2 hours.

Mrs. [redacted] was not able to receive email or text message updates on the case. The communication was by phone or in person. Mrs. [redacted] came to the office on several occasions. Our office is open weekdays from Sam to Spm and we accept walk-iris without an appointment. Our office phone number is ###-###-#### and when out of the office the number rolls over to our cell phone.

Mr. [redacted] is a licensed Private Investigator and he performs the forensic investigations for our office.  Mr. [redacted] took the phone and laptop and began an investigation immediately.  Mrs. [redacted] also described problems with unauthorized persons accessing her email and Facebook accounts.

During the investigation we worked with Mrs. [redacted] to identify the person she said was accessing her accounts.  Mrs. [redacted] gave Mr. [redacted] access to the admin accounts and asked

her to refrain from accessing the accounts so we could see when the account was being accessed through the activity log.

Mrs. [redacted] would not follow instructions on this phase of the investigation and continued accessing the accounts. These actions filled the activity log with her own information. This interfered with the investigation and we were not able to confirm the email or Facebook were being accessed without permission.

Mr. [redacted] was in contact with Mrs. [redacted] by cell phone and when not able to reach her, he would leave a message. Mrs. [redacted] would call back after hours when we were out of the office and leave a message. We would try to call he back and sometimes were not able to reach her.

Mrs. [redacted] was given several verbal reports by phone and in person. On July 5th, Mrs. [redacted] came to the office and requested a report on the cell phone forensics. Mr. [redacted] printed out a copy ofthe report and gave it to Mrs. [redacted] while in the office.

After completing the forensics on both the phone and the laptop, Mr. [redacted] reported to Mrs. [redacted] the findings of a Trojan horse virus and no other found evidence of intrusion. Trojan viruses are somewhat common viruses that are downloaded from the internet.

On August 15th, Mrs. [redacted] came to the office again and collected a second cell phone report in person. This report was based on forensics on a back-up copy of the cell phone before it was wiped clean. Mr. [redacted] talked with Mrs. [redacted] about writing a report and the fact would incur additional billing as Mr. [redacted] had done twice the work he was contractually obligated to perform on the cellular phone.

Mrs. [redacted] declined the report and opted for a verbal report instead. At this parting, Mrs. [redacted] was going to try calling Law Enforcement for help. Mrs. [redacted] said she would call if any additional help was needed from us.

A closing letter was sent to Mrs. [redacted] on 8-17-2013. There was no contact from Mrs. [redacted] until November. InNovember we received a call from a local [redacted] agent requesting to speak with Mr. [redacted].

After speaking briefly with the [redacted] Agent, we called MRS. [redacted] and got permission to speak about the case to the [redacted]. There were several phone calls made back and forth between Mr. [redacted] and the [redacted] Agent before they connected.

Mr. [redacted] discussed the case with the Agent on November 7th.  The Agent explained the investigation he was conducting and he asked for a copy of the report. Mr. [redacted] described the virus found and the Agent said he would not need a copy of the report and that the fmdings would not sustain an investigation by the [redacted].

The agent indicated he would be closing the case because the virus is a common issue with computers and that he would inform Mrs. [redacted]. This concluded our contact with the [redacted] Agent.

Mr. [redacted] spoke with Mrs. [redacted] about the [redacted] call and at that time she was upset about the outcome. Mrs. [redacted] became upset with ICS of Arizona and felt it was our fault the [redacted] would not continue her case.

 

 

Mrs. [redacted] wrote a letter dated 12-22-2013 and sent it to our office. Mr. [redacted] sent a complete report dated 12-26-2013.and received a signed confirmation of delivery on 12-28- 20131 wrote a reply dated 12-31-2013 and received a signed confirmation she received it on 1-3- 2014.

It is our belief we completed the investigation in a timely and professional manner. We reported the findings of the investigation to Mrs. [redacted] by verbal reports and with several written reports.

I have included the following documentation: Copy of Client Agreement

Copy of Client billing

Copy of Cell Phone Report, dated 7-1-2013 Copy of Cell Phone Report #2, dated 7-25-2013 Copy of Case Closing Letter dated 8-17-2013 Copy of complete report, dated 12-11-2013 Copy of Client letter, dated  12-22-2013

Copy of [redacted] receipt for mailing full report to Client, dated 12-27-2013

Copy of signed return receipt from [redacted] for delivery of report, dated 12-28-2013 Copy of letter in response to client letter, dated 12-31-2013

Copy of [redacted] receipt for mailing response letter to client, dates 12-31-2013 Copy of [redacted] signed return receipt, dated 1-3-2014

ICS of Arizona sincerely regrets the dissatisfaction that Mrs. [redacted] expressed regarding the quality of service she received.  As ICS of Arizona continually works to improve its customer service, such matters are taken seriously.  We will continue to strive to improve our performance. ICS of Arizona stands ready to work with the Revdex.com and Mrs. [redacted] to reach a resolution in the matter.  We appreciate the comments and feedback the Revdex.com may provide to us.  We will work hard to address her concerns now, and as they apply to our future custom as well.  Thank you very much.