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:30/04/2025

  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.

  I have join this Canadian pardons application service and they lie about everything they now send Nov they been ignoring my calls and emails and I even phone from another number and no answer and I spend ******* for services and I get nuthin and I joined oct 2023 and Im not getting no answers Please help me solve this problems

  

  Business Response

  Date: 01/05/2025

  Hello ****, 
  
  We are currently working on your application. 
  
  Unfortunately, the Edmonton Courthouse has not yet released your certified record of conviction as has been told to you multiple times. 

  We have offered to put in additional hours to expedite the process however it was declined. 
  

  We will keep you updated as to the status of the application as it moves forward. 

  Warm Regards, 

• Initial Complaint

  Date:30/04/2025

  Type:Product 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 opened an application for Canadian pardon/US waiver in April 2024. I was late getting my fingerprints in, lost in mail but sent in January. Since then they have been sending emails saying they were missing information. I spoke to someone in December, they said all they were missing was fingerprints. I received an email in February saying they had them. Then they started sending emails saying they were missing information again. I have tried calling and left messages a dozen times. No one replys, but they keep taking my money monthly. Now I received an email saying my case was closed. No one ever answers an of thier phones or returns any calls.

  

  Business Response

  Date: 01/05/2025

  Hello ******, 
  
  Your file is not closed and we are currently awaiting the necessary documents from the relevant courthouses. 

  You will be kept updated as your file moves forward. 

  Warm Regards, 

• Initial Complaint

  Date:27/03/2025

  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.

  I applied for a pardon on 6/28/2023 and I never received my pardon and I paid $1,143.44. I have tried reaching out to the business for the last 2-3 weeks and my consultant ***** ****** has no answers for me. He keeps saying he&#**;ll call me back but never does. They keep making withdrawals from my bank account without any explanation of what the charges are for.

  

  Business Response

  Date: 28/03/2025

  Dear ******, 
  
  Thank you for reaching out. We sincerely apologize for any confusion or frustration you have experienced regarding your pardon application and recent charges. We take your concerns very seriously and are committed to resolving this matter as quickly as possible.
  
  After reviewing your account, here is what we can confirm:
  
  Pardon Application Status: We will be sending Record Suspension/Measurable benefits forms for you to fill and send back to us shortly. This is one of the final steps before submission of the Pardon.

  Billing & Charges: Your file is paid in full and no further payments are required. 
  
  Communication Issues: We regret any inconvenience caused by delayed responses from our team.

  We appreciate your patience and will follow up with you shortly. In the meantime, if you have any further questions or need immediate assistance, please feel free to reach out to our client care department at *********************** 

  
  Best regards,
  

• Initial Complaint

  Date:24/03/2025

  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.

  In 2022, I paid for pardon services with the business, I paid $1400 and in August 2024 I paid an additional $300 for extra work to complete. On March 12th, 2025 I was informed that I missed a payment of $85, but I do not know if it is for the Canadian or American file, I have sent multiple emails with no response.

  

  Business Response

  Date: 24/03/2025

  Hello ****, 
  
  We are currently in the process of completing your ************ Record Checks. 

  However, there is an outstanding balance on your file of  $514.26 . 
  
  Please give us a call so we can clear that balance and move forward with your application. 

• Initial Complaint

  Date:14/03/2025

  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.

  I wanted to buy a car and it was in **********. I wanted to go down to the states to get it. The car got sold and I thought I would be able to cancel the transaction. They said the pardon was nonrefundable and I didn't have to get the waiver. I told them I didn't need the waiver. I tried to dispute it with the credit card company and couldn't do it. The first ****** I talked to said 4-6 months and then they changed it to 6-8 months because they saw that I was disgruntled. They want me to do all this running around to get the arresting officer . They don't return calls, text messages. The very next day when they said I couldn't cancel the pardon I got this bill in the mail for $2700.00 and went ahead with the waiver even though I said I didn't need it. Now I have a bill for the pardon and waiver service. They never told me that the pardon was nonrefundable.

  I don't want a waiver and need the proper paperwork for pardon only not waiver and pardon

  

  Business Response

  Date: 17/03/2025

  Hello ******, 

  As confirmed over email , your only registered for a Pardon (Record Suspension) . 

  Warm Regards, 

  Customer Answer

  Date: 22/03/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:13/03/2025

  Type:Product 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.

  This business committed to providing a pardon. I have paid my account in full and have requested a status update on multiple occasions. I keep being promised that I will be connected to the person working on my case but they never make contact. I feel that I am being scammed as there has been no return of service or explanation as to the delays. Please have someone k owledgeable about my case contact me or refund me in full with interest. I have been calling customer service daily with no progress. I am being placed on hold or fed odd excuses as to why I can't speak with someone named ******* who is working on my file. I have also been refused to be connected to a manage to make a customer complaint.

  

  Business Response

  Date: 14/03/2025

  Hello ****, 
  
  We spoke with you today and gave a status update on your file. 

  Warm Regards,

  Customer Answer

  Date: 14/03/2025

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair 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.

  They canceled my file because I disputed a credit card transaction that wasnt authorized. They didnt notify me that they canceled my file when they did this. I only found out about it because I asked for an update.

  

  Business Response

  Date: 04/03/2025

  Hello ****, 
  
  Unfortunately, issuing a chargeback through your credit card company forces a refund from our company which in turn is fraudulent as we have performed work on your file. 

  Your file is cancelled as per our terms and conditions as you cannot issue a chargeback and expect to receive the service after a refund has been issued. 

  Warm Regards,

  Customer Answer

  Date: 04/03/2025

  Complaint: 23016232
  
  I am rejecting this response because:

  we had discussed this issue before when you charged my card without any explanation or notice. It was my understanding that it was resolved when you asked me to pay $75. I had already made the credit card dispute prior to the additional $75. Now my issue is the way you cancelled everything. There was absolutely zero communication telling me of this decision. I never found out about it until I emailed a request for an update. The answer I was received was rude and very short. 
  Your file was cancelled due to Credit Card chargeback of fees. done by you, not us

  I have not been called about this at all. Nobody asked me about it and to see if we could resolve it. I gave ****** *. My credit card information when I first started the whole process. It was for monthly payments for this. There was no communication about additional charges. They just started charging things on my credit card with no explanation. And now because of the lack of communication they are blaming me for the problem and canceling my file. Over $1000 has been spent on this and they are just walking away with no explanation and no refund. They have my money and thats all the matters. This is not acceptable to me. 
  
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 06/03/2025

  Please cancel this complaint. They have reached out to me and have satisfied my concerns. 

• Initial Complaint

  Date:03/03/2025

  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.

  -May 2019 I was convicted of dangerous operation of a vehicle causing death -May 2021 I completed my sentence -I wanted to get a pardon so that I could travel to the US for work -I contacted Canadian Pardon Application Services because I had questions about the prosses and my eligibility of a pardon with the parole board after 3 years after the end of my sentence -I spoke with ****** *. who listened to my legal trouble, I told him that I wanted to travel to the US for work and I understood that a pardon was the first step. I wanted to know if 3 years was enough time from completion of my sentence and if I was eligible.-****** B reassured me that they were professionals, and that 3 years was more than enough time for a car accident. That he had gotten worse offenders pardons in that time.-September 2023 I signed the agreement stating that I would pay $1657 plus tax for ****** to submit a pardon for me on my behalf. I started sending $129.75 every month until October 2024 -I completed all paperwork on time -****** then told me that I had to pay another $372.9. I asked ****** to explain this because it wasn't in the contract. He yelled at me, told me that he was the professional and that I didn't know anything. He threatened me that if I didn't pay, they would close my file and make me pay another $400 to reopen the case. He refused to send me any documents they had been completed so far, and hung up on me.-I sent the remaining money bringing the total to $2245.31 -Last month I received a letter from Canadian Pardon Application stating that the parole board will not hear my case until May 2031, where I will need to pay the fees again -I contacted another pardon service and they told me ****** should have known right away that I was not eligible until May 2031 -I am upset because I contacted them for advice and was lied to -****** wont return any calls or Emails -I was always professional with ******, he reassured me many times my case was easy. Vey unprofessional

  

  Business Response

  Date: 03/03/2025

  Hello *****, 
  
  Unfortunately, no refunds are given after 10 days of initial payment. 
  
  We have procured the necessary court records on only through doing so have we learned that your conviction was indictable. 

  Your file will be held until your eligibility date at which point we can proceed with your Pardon ( Record Suspension) Application. 

  Warm Regards, 

  Customer Answer

  Date: 04/03/2025

  Complaint: 23012118
  
  I am rejecting this response because:
  

  I knew before I contacted your company, that I had to wait 10 years to get my pardon. ****** lied to me and told me that wasnt true convinced me to start my file with him. He told me my case was extremely easy for him and guaranteed my pardon. He demanded I pay more money than we agreed to. 
  Now Canadian part an application wants to hide behind parole board Canadas decision and act like they didnt know.

  
  I contacted you for advice and knowledge, And I got scammed. Tell me how much more money Im gonna have to give you in 2031 to complete my pardon application?

  Why do I have to contact the third-party to get a response from your company? Why can ****** not return any of my emails or phone calls? Am I not owed an explanation? The letter I received told me that I am free to reach out if I had any questions?

  Do I need to pay more money to get a response from your company?

  Why have I been yelled at degraded threatened and ignored by a company that claims to be professional?

  I havent seen a shred of paperwork from your company. I have no proof that you did anything you promised you would.
  

  This is a buyers remorse. This is a lie by omission, gaslighting and theft. 
  

  I would like money returned to me or I want all of the paperwork that was completed on my behalf because I dont believe your company will be operational in 2031.

  
  Sincerely,
  
  ***** Ostapec

  

  Business Response

  Date: 04/03/2025

  Hello, 
  
  As stated before your application will be held until your eligibility date at which point we will contact you in order to submit your Pardon(Record Suspension) Application. 

  Warm Regards, 

• Initial Complaint

  Date:01/02/2025

  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.

  Back in September I wan online early one morning inquiring about some information on a pardon and waiver application. I had to go to work, so I put my search on hold. A couple of hours later around 8 AM. I received a call someone at Canadian pardons application services. The gentleman on the phone (cant remember his name) give me a lot more good information on what I was looking for. At the time I wanted to discuss it with my partner and get her input on it on whether or not its worth going that route. I told the gentleman this on the phone, but he insisted that it would be a good idea to at least give them a deposit to hold my application in place and get it started. I reluctantly agreed to have them take a $100 deposit and advise the gentleman that I would make a decision and let them know. I asked the gentleman to please give me a call back in two days if he doesnt hear from me, as Im a service technician and get really busy during the day and can forget. I tried to call back about a week later when I remembered. But no one seems to answer the phones. After calling three or four times with no answer I finally left a message. I never received a call and three weeks later, they started taking $869 a month out of my account. They continue to take monthly payments until the end of December and have taken over $3000 from my account, but yet nobody has called me back nor have I received anything in the mail. I tried contacting their accounts department to see whats going on and can send that email chain. But nobody has yet to call me months later. I have called and called and left numerous messages and nobody has called me back. I would like them to either notify me of whats going on and proceed with the application or refund my money that they have been taking without my consent or permission.Please let me know if this is something you can contact them about and try to resolve Thanks ****** Turtle

  

  Business Response

  Date: 03/02/2025

  Hello ******, 
  
  Your file is being processed as usual and a hard-copy of your service package was sent out to the address on file : 
  
  ********************************************

  Please advise if this is the correct address or email **************************************************************************** so that we may update your address. 
  
  in addition, an electronic copy was sent out to you that was opened by you on sept 30th as our systems recorded. 

  You can print off the electronic copy and have your fingerprints taken , also sending us back the consent form and client information form electronically. 

  Warm Regards, 

• Initial Complaint

  Date:28/01/2025

  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.

  About 5 or 6 months ago we requested the services. We were given a time frame of 4-8 months and we paid the service outright. Over time we have not gotten much updates, so I called them 1/24/2025 looking for some kind of update. They said they had everything they need, and they asked to call us in 30 mins because they had to look into our file. I had not gotten a phone call at all that day. I called them 10 times yesterday and today and it goes to an answering machine. This is all for my wife who has a lot of stuff going on, I just want to make sure we are doing this right. Her name is "*** ***** Gil"

  

  Business Response

  Date: 28/01/2025

  Hello , 
  
  We are currently awaiting the response from the relevant police service in regards to the appeal after the original expungement request was denied. 

  We will keep you updated as the file moves forward.

  Warm Regards, 

  Customer Answer

  Date: 07/02/2025

  Complaint: 22869270
  
  I am rejecting this response because: In order for the complaint to remain open while they are doing their additional work. I was told this would have been handled a long time ago.
  
  
  
  Sincerely,
  
  *** ******

  Customer Answer

  Date: 07/02/2025

  After providing my last response, the business reached out to me and told me they are currently waiting on the Police to destroy the fingerprints, but we only found out now that the Police did not accept it, they denied that. It is now going to take 5 years to reconsider destroying the finger prints. Why did they not inform this to us in the beginning, why did they say it would take 4-5 months when that clearly isn't the case? I want them to cancel this service, since they are doing nothing, and refund my money.
  

  

  Business Response

  Date: 10/02/2025

  Hello, 
  
  Sounds good. We will keep you updated as the process moves forward. 

  
  Warm Regards, 

  

  Business Response

  Date: 11/02/2025

  Hello ***, 
  
  We have received your consent form and client information form. 
  
  However , we are awaiting your fingerprint results from the **** so if you have not taken them please make sure to do so. 
  
  Once we receive the necessary information we will begin requesting your court records. 

  Warm Regards, 

   

   

  Customer Answer

  Date: 14/02/2025

  Complaint: 22869270
  
  I am rejecting this response because:They did not provide services and we would like our money back.
  
  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 14/02/2025

  Hello ***, 
  
  As per our terms and conditions no refunds are given after 10 days of initial payment. 
  
  We are still in the process of completing the service. Your expungement is eligible to be granted in the year 2029 and we will hold your file until that point. 
  
  Please be patient and we will keep you updated as to the status of your application. 

  Warm Regards, 

  Customer Answer

  Date: 20/02/2025

  Complaint: 22869270
  
  I am rejecting this response because: The business already knew this information about the expungement prior, yet I was told that they could do it sooner, which is why I moved forward with paying for the service, they said it could be done within 4-5 months. I would not have done this if they had never told me otherwise, and because of the misleading information given, I feel that I should be provided a refund.
  
  
  
  Sincerely,
  
  *** ******