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:02/03/2023

  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.

  I was charged over $1100 well over a year ago to have my criminal record from 12 years ago removed. Upon initial contact they advised me it wasn't guaranteed but the turn over to have removed is less than a year. It has now been over a year and a half and there has been NO update in over 6 months. ***** **** * **** *** ** ****** *** ********* ** ** **** *** ********* *** ***** *** **** **** ****** ******** Every single time I call her suggestion is for me to do the work I have paid them for in an attempt to speed up results. They talk over you, **** *** ***** and don't even let you speak. * ** ******* **** * **** **** ****** *** *** ***** ******* **** **** * ***** ****** Services have not been rendered and they refuse to refund me. They haven't done anything and I've paid them over $1100.00.

  Business Response

  Date: 17/03/2023

  Spoke with the client and tried to explain just how backed up the courts are currently due to the pandemic court clerk hour restrictions that have been put in place, and that I've even gone there in person and written to the Attorney General to do something about alleviating the backlog in the Ontario courts.  He was very upset and frustrated and said that he'll call me back when he's done with his appointment and hopefully more calm to discuss this further. 

  Customer Answer

  Date: 03/10/2023

  I initially contacted this company in 2019 to have an over 10 year old matter removed from my criminal record. They advertised and advised me that at most "similar cases" such as mine are resolved no longer than 1.5 years. It is now October 2023. They took my money and did nothing for over 2 years. I kept calling and they kept giving me the same song and dance. ******* *** ** I advised them I wanted my money back. Then a supervisor contacted me and suggested that I start contacting the courts my self (even though this is what I paid them for). After arguing with the supervisor for a few days I finally took it upon myself to do the very job I had paid them for. Within 1 phone call I was able to do what they weren't in over 2 years...... Finally everything seems to be on track. 3 months ago (ball park) they contacted me again and stated everything was finalized and they were ready to submit my documents to the parole board for review. Somehow there was ********* a new fee I was required to pay of $50.00 at this point in time I had been so fed up with the ***** ************ of everyone working at this company that I just paid it.

  Now as of today I get a call from the ****** person I've talked to at this place. He is telling me that the application is NOW ready to be submitted but I'm required to pay an additional $120?!?!? He tries telling me it's because of the length of time this has taken. However if this company hadn't dropped the ball every single step of my application this could have been done years ago. On top of this I had already been advised 3 months ago they were ready to submit my application. I refuse to pay any more money to this ******** **** ** * company and they need to follow through with their legal obligation to the service I have long already paid for.
  

  Business Response

  Date: 11/10/2023

  Hello ******

  I am not sure why we are receiving this complaint as you and I have already spoke and resolved your issue, but I can respond here as well for you.

  Firstly, as we discussed you did not hire us and begin this process until March 2022, not in 2019.

  We are now in Oct 2023 and your application has been completed and submitted to the Parole Board for approval, so I would say we completed the job in almost the exact time frame you were promised.

  Your application could have even been finished sooner, but there was a delay in dealing with the ****** Court house as you were made aware during the process. Your application was unfortunately one of many that was affected due to the lack of responses we were receiving from the ****** Court house in providing us with records we requested numerous times.

  We made many follow up attempts via phone, email and in person with the court and didn't get anywhere. We went as far as contacting the MP to try and get some help in dealing with this specific court house.

  Once we finally received your records, the final step in the application process was to obtain some additional police checks, which we do not do until we receive the court records because they expire.

  The additional $55.00 you were asked to pay in July 2023 was to cover the additional city police check that had to be done, as our fee only includes the current city you live in. You were not told at that time that your application was completed and was being submitted.

  When you were recently contacted to have the Parole Board Fee paid was because we were ready to submit your application for approval, the Parole Board Fee is a separate fee from what you paid in July.

  After bringing up your frustrations and concerns with the agent you spoke to, your file was brought to me for review.

  I called you right away, we had a conversation, your frustrations were heard and understood and I agreed to cover the Parole Board Fee for you.

  Your application has seen been submitted for approval.

  So again, I'm not quite sure why I am receiving this complaint but please feel free to contact me directly if you have any additional questions or concerns regarding our previous conversation or my response here.

   

   

   

• Initial Complaint

  Date:21/02/2023

  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.

  I paid over 3200 dollars being promised I’ll have a waiver to Canada for work purposes in 10-12 months,it’s now almost 18 months and all the paperwork from the US was received May 2022
  They won’t return phone calls,the email doesn’t work and I can’t get anyone to give me an update when they’ll be finished to send to consulate
  ** *** ** ** *** **** ******** *** ***** ******* ** ** ******* **** **** ***** ******** **** **** ******* ** **** ************** * ************ ****** *** ***** ********* *** ***** ****** ** ****** I really just need this service I paid for completed,no one ever calls me back or follows up

  Business Response

  Date: 17/03/2023

  I've spoken to the client and confirmed with him that the application has been completed and mailed to the consulate for processing their decision.  I emailed a letter to him as well confirming this so that he can show it to his employer.

• Initial Complaint

  Date:07/02/2023

  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.

  I have been in a back and forth Battle with FPWS for four years now and it has been one problem after another with them, From them misplacing My personal Back ground check and trying to get me to take it again for the 3rd time, To constantly adding new charges out of nowhere and if you ask them for a invoice or proof they just disappear and put someone totally new on your file. When i first signed started doing business with FPWS the whole Process i was told would take one year and here we are on year four and counting. They will completely Ignore Your Emails and try to call you Instead so make sure that you correspond in Email if you can. I feel like im being ****** because i have already Paid in full and they are refusing to give me a refund and Ignore my voicemails and emails. I have had to talk to two different attorneys Regarding this matter and this is just completely exhausting! I Just want my money back in FULL so i can go to another more professional company to have my Pardon done. I have Emails and a journal Which i keep strictly to document every conversation with FPWS, I can back up every claim i have made above with Proof and im waiting to hear what FPWS has to say in response so i can upload everything. If you look in the complaint section you will see that im not the only one they have pulled this with so be careful and dont waste your time and money.

  Business Response

  Date: 08/02/2023

  We received an email from Mr. ****** last week expressing his displeasure. I personally called and left a voicemail for him to call me back last week and have not heard back from him yet.  His application is complete but requires new fingerprints because the original ones are now expired and can't be used in the application.  I wanted to speak with him to go over everything and to see what we can do to complete it and to satisfy his current displeasure with what has transpired until now, but I haven't heard back from him yet.  I would like to be able to quickly resolve this as well.

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is the same **** from before and very easy to prove by this fact alone,If you call and left a voice mail and you are waiting on me to call back why would you not email me? especially if you are addressing a complaint. Wouldn't that be the proper way to communicate so both parties can keep a record of the conversation?. I have emails proving that I sent the fingerprints on time and receipts to prove it so whatever mix up happened on their end. Also my fingerprints did not expire like was said they were Misplaced and can not be found. This is a game of semantics that has been played for 4 years now and im tired of this, I feel like they are just going to rush my file through with as little effort as possible and I'll be denied and this whole four years will be a waste of time. I see what they are trying to do and im not going for it!.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 20/03/2023

  I wrote to the client to apologize for the late reply as well as to ask how we can speak about this and get this resolved to his satisfaction. I wrote that it would be best to speak on the phone so that there are no communication or misunderstanding issues and that I would summarize all the key points into an email for his record.  His application is a very thick file and is basically completed.  I just need to speak with him to finalize what we need so that he can get his desired rehabilitation certificate approved.

  Customer Answer

  Date: 20/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Whomever wrote that response is not being Truthful at all! The last Email i have received from FPWS was on 12/19/2022 Which is before i even filed a complaint with BBB, I have sent the same email Twice To FPWS And still have not gotten a response once On 1/31/2023 and I Forwarded it to Irene and Mario and neither one of them have yet to respond as of 3/20/2023. I have called from my phone not once but Twice and they Answer the Phone and say Federal pardon waiver services please hold and then hang up in my face, I cant believe this!  (Not sure but seems intentional).    And to say that they would rather talk on the phone Instead of Email so there is no miscommunication sounds absurd and is a clear Red flag that somebody on FPWS messed up. How else can you actual prove what you are saying? FPWS Had no Problem replying by email before in fact that is originally the only way we communicated. Just Refund me my money so i can get my Pardon done By Professionals and in full please every Penny!    I can back up every last one of my claims!
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 24/03/2023

  This is the email that I sent to the client on March 17, 2023:

  "I see that you asked to be contacted via email regarding your
  situation with us.  I need to speak with you to straighten out the
  details and make sure that you get satisfaction, but it's too much to
  speak about in a back and forth email.  If you can call me or let me
  know when I can call you, then whatever we speak about and determine
  together, I will gladly put in an email so that you have written
  documentation of our conversation.
  
  When is a good time to call you?"

  I had left a voicemail for the client to call me back directly. I haven't received a call back or a reply from the client to my email.  I don't know what he's referring to when he says that he can back up every claim because I'm not sure exactly what he's claiming that we did or didn't do as far as reaching our and trying to communicate with him.  His application has been completed for a while and we simply need some updated, unexpired background checks so that we can submit his application.  I suggested a conversation because there's clearly a misunderstanding here somewhere and going back and forth through email is not the most effective way to come to an understanding about what has happened and/or what is happening with the application and to come to a resolution for the client's sake.  As I said, I will be more than happy to put everything that we discuss in writing for his records.  

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Because My documents did not expire they misplaced them and i have been through this process with FPWS, I dont have the time or money to continue to take off work for finger prints and pay for the prints just to be reimbursed for the finger prints. I cant miss any more work days dealing with this, I just dont have the time and money to waste anymore. This is simply Horrible!.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 26/04/2023

  Hello ****,

  As per our telephone conversation just a few moments ago, I would like to confirm the resolution to your complaint.

  We will be sending you your complete file as well as 50% of the fees paid to us since you are not going to be able to have your prints re taken at this time.

  I apologize again for the delays on your file and not being able to have your application completed within the expected time frame.

  Please feel free to contact me directly at any time if you have any additional questions or concerns in the future.

  Sincerely,

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

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

   

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I paid for a service in full that should have taken no longer than a year to complete and here we are 38 months later and my file still is not done, i gave them (FPWS) a second chance to fix the problem and they ******* ** again even worse then the first time and did not deliver on what we both agreed upon. They also admitted to misplacing my Personal back ground check with all my Information on it (Full name,dob,SSC number and list of adresses i have lived at.) I have been more than understanding and cooperative but i have no more understanding left. After 3 years of not completing a service that should not have taken over 12 months to complete i no longer have faith in (FPWS) to do right by me as a customer and i no longer trust this company so i only want to have my money refunded in full so i dont lose any more money or sleep from this situation this back and forth with (FWPS) has been very stressfull and its starting to Really eat away at me i just want my money back from (FPWS) Im not going to pay a dime for a service i did not receive and total ********** on behalf of (FPWS).
  
  
  
  Sincerely,
  
  **** ******
  
  **** ******

  Business Response

  Date: 02/05/2023

  Hello BBB,
  

  Please find attached a summary of each step that was taken on ******** ***** ******' file.
  
  If you review the summary you will see the first time his FBI report expired was because we had been waiting for court records and the FBI report was only valid for 6 months at the time, has now changed to 12 months.
  
  The second time we requested new fingerprint cards was because he could not find his original California State Background check that was sent directly to him from the state, as they do not send to third parties.
  
  He had emailed us a copy of the check when he received it and we had emailed him back letting him know we had received the copy and we let him know at that time to hold onto the original copy as he would need to send it to us with his final package.
  
  The client never sent us the new fingerprint cards even though he is claiming he did, and in the time we were waiting for the 1 fingerprint card to re do the California state background, his FBI report wound up expiring again so to finish his application in the end we were requesting 2 new fingerprint cards.
  
  We were willing to cover the cost of the 2 new cards, as well as cover the cost to now do his FBI report for a third time and his California state check for the second time.
  
  Please find attached a copy of the summary.

  Sincerely,

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

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As you can see through emails That my application was finalized and ready to be submitted I doubt you would finalize a application missing probably the most important part. look At the time gap if I had not sent that important information whats the chances that 9 months would pass and no one would say anything about not having the copies???  I will make a offer to end this only because im tired and do not have time to keep doing this I want 75 percent of my money back and my file and this can be done. I have **** receipts that I could not fit submit and more emails but they would not let me add anymore documents. Im trying to end this please accept my offer so we can be done and This can be over! The fact we are even going back and forth on service that was paid in full February 2020 and should have not taken over a year and now it's 38 months and counting. And if you are a law office why would you discuss my file With anyone without consulting with me first im not disabled or need a representative so Who authorized ***** ***** to speak on my behalf? No one confirmed anything with me. This situation is getting worse by the day! I guess anyone can just call and discuss my file huh? And nobody would actually reach out to me to confirm that I have authorized someone to speak on my behalf? Your a law office I know you know better! Simply unprofessional! 
  
  
  
  Sincerely,
  
  
  
  **** ******