Spencer Investigations

We hired Spencer Investigations to do surveillance work for us. The P.I. we worked with was [redacted] He made us pay a $1500.00 retainer fee upfront. We gave him specific dates that we wanted the surveillance performed. He was highly unprofessional because it was important to have continual surveillance which he initially said would be no problem, but once he received the retainer, he informed us on several days the surveillance could not be covered because he had to testify in court or was out of town. The few times "his guy" did do surveillance there was not much produced to help us in gathering videos and necessary evidence. We were charged astronomical amounts for bogus "set-up" time and also were charged mileage from a "secondary location," which was never disclosed to us and much further than the actual business address listed on their website. When we discontinued using Spencer Investigation, we asked for a refund of the unused portion of the $1500.00 retainer which was $253.50. [redacted]went back and forth with me (unprofessionally) in emails which I have documented stating that I needed to prove to him that he received emails from me regarding the dates of surveillance coverage that were requested. I sent him proof from my end that the email was sent and forwarded him a copy. After at least 10 emails going back and forth, [redacted]said that it wasn't worth it to him to keep arguing over the matter and my husband and I must "desperately need the money." He said he would send the $253.50 within 30 days. I received a check from Spencer Investigations today and the amount was only $172.50. [redacted]lied to me (I have the email documenting that he would send the full amount,) and he is running a shady, dishonest business. My husband and I would not recommend this business to anyone! They are highly rude, unprofessional and dishonest.Product_Or_Service: Private investigationAccount_Number: Invoice #[redacted]Desired SettlementWe would like the remaining $81.00 returned to us. We were promised this amount by [redacted], and it is very unprofessional that he did not follow through with the entire amount. Business Response Contact Name and Title: [redacted] / OwnerContact Phone: [redacted]Contact Email: [redacted]I will be faxing over today 8 pages of factual evidence to debunk [redacted] unsupported facts. I will show exact requested dates and times. I will show exact accounting of said dates and time per HER email request. I will also show exact estimate of fees to her and her agreement of said fees in her email. the only factual thing [redacted] has said in any of this is that I agreed to refund an amount. After looking over the invoice, her statements of facts of requested dates and time supported by invoice and surveillance report and after discounting a full day the amount she wanted was not accurate and she is trying to extort money back out of work completed. please review all supported documents I will fax today please pay attention to page 4 of 8 HER email calculating days, dates, times, to be exact on the invoice provided. page 5-8 will show her acceptance of the fee proposal in email form of (5 days $90 an hour .75 a mile with suggested times of 6-9 each day 3 hours a day @ $90 an hour = $270 a day x 5 days $1350 plus mileage) retainer check of $1500 to cover hours and mileage. RESPONSE - was in her email... "we have placed a retainer check in the mail to you please start Nov 2. yup did exactly as she asked day she asked and times she asked. One day was done (per her email never received to not work it we did) however, this too was taken OFF the invoice and NOT charged. please see page 6,7 or 8 pages for full invoice of her requested page 4 of 8. Her statements as you will clearly see are made up of lies and non supported documentation. the facts are that Spencer Investigations was hired not [redacted]. The facts support that Spencer Investigations completed the surveillance as instructed by either [redacted] or one of Spencer Investigations employees. Her statement of "his guy" did surveillance "a few times" was done a "few times" under her exact direction of dates and times indicated on page 4 of 8. Sorry you have to deal with such incompetent non factual undocumented no factual complaints. I thank you in advance for allowing a complete review of both sides and allowing for factual evidence to be presented to you. this spans from her being upset that surveillance conducted did in fact capture factual evidence that she was looking for (happy to provide video evidence of this to you as well.) showing we were there on site each day (the days she requested) and that we filmed every 30 minutes to prove that we were there on site. (this is done on every case to prove when surveillance work happens and people like this don't get what they wanted - we cant make people move or leave this is why we ask for a retainer prior to ANY surveillance work.) we have everything documented from initial emails asking for fees, fees produced to client, client expecting the fees, sent retainer, days and times agreed upon, and work completed. nothing more to say or show. If you need anything further please advise. I have all documentation Please see document online.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We are still not satisfied with the business response. We still did not get our full refund of money owing to use. We requested Spencer Investigations to do surveillance on certain days which he did not because, he had to be in court or was out of town and there wasn't anyone to cover the job. We also requested a day when he was not supposed to do survelliance and he did anyways. Also in our initial agreement with Spencer Investigations, we were never told we would be charged mileage from a "second" location where the employee was driving from. That seems pretty unfair since we would be unable to calculate for that mileage since the original business address was not used as the starting point for mileage (this is exactly where we are being overcharged by Spencer Investigations.) We would have never hired them if we knew they could charge mileage from any starting point they chose.Final Business Response I will dissect her response in detail... Please note that [redacted] if you read her response is now reaching in a secondary direction. She first stated she was charged "an astronomical amounts for bogus set-up fees." this again if you refer to page 5 of 8 in response it was explained perfectly "please include at least 1 hour for set up time prior to surveillance to make sure we are in place." Next email was her agreeing to the terms and sending a retainer check of $1500 to cover exactly what was typed out for her in prior email on page 5 of 8. Once again [redacted] points out that we did surveillance on a day she requested us to not do this... I wont go into this again as it was clearly explained in the 8 page memo to you what she is clearly not seeing is that we did NOT charge her for that day even thought the work was completed. NO CHARGE was made see page 6 of 8. Please see her email to me page 8 of 8 you will see the statement "we would request for you to do this surveillance for approximately one week and then get back to us with your findings." Well that was done as indicated in the surveillance logs and the documented surveillance report that I will send as an attachment to Revdex.com email. This too will reflect her email see page 4 of 8 please refer to the line "10/27 email documents our request of surveillance beginning on November 2nd at 730 to 900" please refer to the rest of her email and the surveillance report to indicate exactly what she asked for was completed. Days, times, and location. This too was video recorded for proof. office policy to record each day and times even if no movement to prove we are on location. [redacted] now is focused upon the mileage charges because she is not able to prove as we have that every request was done and even a "free" day was given to her. The mileage is calculated from whatever office the investigator assigned to the project is coming from and to. the mileage is 150 miles total for 5 days of surveillance 15 miles each direction of travel total of 30 miles a day. This was agreed upon in the email page 5 of 8 and typed out clearly .75 a mile. We never said that our starting point would be or is always from our main office. We have investigators at several offices in Reno area and at times use several investigators on same project from multiple locations. What [redacted] is not seeing is the FACT that we didn't charge her ANY report time DVD copy time that would be an additional 4 hours. She must assume that we donate out time to write reports and make her file complete for delivery. As a professional courtesy this was not charged to her as it would have gone OVER budget so it was not added to keep the file below or at budget. Spencer Investigations has done nothing wrong and will stand by our invoice of facts on this case. We will not be sending a refund. All time that has been accumulating for rebuttal and documentation of this is being recorded to her file as well. If [redacted] would like to take this to small claims we will happily provide to the court all documentation provided to the Revdex.com along with our report time video copy time and rebuttal time. We document everything we do for this exact reason so that we are able to provide FACT not fiction if a client is unhappy with results as [redacted] is after she received exactly what she asked for. (please see attached surveillance report). Due to having to rebuttal this false claim I am sending via email the full surveillance report. This will now quash the confidentiality agreements because we are providing factual evidence to the Revdex.com. Thank you for your time and efforts in this matter that [redacted] will never be happy about.