Complaints

This profile includes complaints for MSI Detective Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MSI Detective Services

  2406 W. Fullerton Chicago, IL 60647-3155

  
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  MSI Detective Services

  5627 Dempster St Morton Grove, IL 60053-3109

  

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:10/12/2024

  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.

  Complaint: 22415789
  
  I am rejecting this response because: This is a lie, the man was here all of 30 minutes and as I said 10 of those were about his dog. I was never irate with him, I was incredibly disappointed that he did not do his job. It seemed to me that he felt he could do nothing and still be paid. Well I am here to tell you, nothing could be further from the truth. I'm not some ignorant Black woman that you can take advantage of, you will find me to be a more than worthy opponent. You people are lying and you know it. The 2 lousy pieces of equipment he used are not capable of detecting anything. You should be ashamed of yourselves. You will find me to be a formidable opponent and I will not let you or anyone else take advantage of me. I will get my money back. I don't mind paying for services rendered, but I will not pay for incompetence. How do you know what occurred you were not here. He was making excuses about why he didn't pick up anything. Utter BS and I don't accept it. I didn't suggest changing the password he did. You people don't have your facts. You are lying. He did no such thing. A sweep, he did not even check the air conditioner, he didn't move furniture. Poor investigator, in my judgement. He did not do his job!
  
  Sincerely,
  
  Ltanyua Littlejohn  

  Business Response

  Date: 11/07/2024

  Dear Better Business Bureau, 

  I am writing in response to the complaint filed by Ms. ********** against MSI Detective Services. On October 8, 2024, Ms. ********** contacted our office requesting a countermeasure sweep of her apartment unit. We quoted a price of $850, which she agreed to, and we proceeded with obtaining payment, having her sign the authorization form, and confirming her appointment for October 9th, 2024  at 12 PM. Due to her not answering her phone, we had to reschedule the appointment to the next day, October 10, 2024 at 12PM. 
  
  On October 10, 2024, our investigator/technician who has worked for our company for over 20 years, conducted the sweep of her living space.  The entire sweep took about an hour to complete. Upon completion, the investigator reported that no hidden audio or video equipment was found. This outcome led Ms. ********** to become irate. We would like to emphasize that our authorization form clearly states that we cannot guarantee the presence of bugs, hidden cameras, phone taps, or other listening devices. The fee paid to MSI Detective Services is for the professional services rendered, not for guaranteed results.
  
  The job was completed as agreed, and the payment was for the professional services provided by ***. Ms. ********** has not contacted our office with any complaints or requests for a refund. We believe that we have fulfilled our obligations correctly and request that this complaint be disputed. Attached is a copy of the form signed by Ms. *********** The cost of our fees is higher than most of our other services due to the costly equipment, training and continued maintenance and training that is required to maintain our equipment.  There are very few companies in the city that conduct these services and we have been subcontracted by other agencies for years to conduct these services.  We are considered experts in this field.  
  
  Her referencing changing the router password was not discussed according to our investigator so I cannot speculate on that part of the complaint.  He does know how to change the password however it was not discussed or was part of our requested work.  
  
  Please let me know if you need any additional information. 

   

  Thank you,

   

  Nerdisa *********

  Manager of Special Investigations

  ************

  ****************************************************************************************************

  
  

  Business Response

  Date: 11/21/2024

   

  We understand your frustration and want to clarify our position. Our technician conducted a thorough sweep of your unit, utilizing professional equipment and methods to search for any audio or video surveillance. No evidence of surveillance was found. You reside in a small space and although you may feel we did not sufficiently inspect the premises, the equipment we use is highly recommended and incredibly accurate in terms of detecting surveillance devices.  Our years of experience and thorough training allow us to efficiently and effectively inspect spaces in less time than those with inferior equipment.  
  
  As stated in our agreement, the fee paid covers professional services rendered, which includes the time, expertise and equipment used during the inspection. We do not guarantee specific findings, as the presence of surveillance equipment is not something we can control. We stand by the professionalism and diligence of our technicians' work. We have done thousands of sweeps over the years and never have anyone claim that a device that was present, was later found.  We don't know if this information will help you through this as we understand that you are somehow convinced that there is a listening device in your residence.  We can only assure you that our investigation showed and proved that you did not have any eavesdropping or spy equipment in your residence at the time of the sweep.    

   

  Respectfully, 

  Nerdisa