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:20/11/2025

  Type:Billing 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 trying to get a pardon with Canadian Pardon Application Services. I paid off November 6th the full amount. They charged me today $155.93 and are not giving me a refund. I want my full amount that they took from me which is $2,912.The address and information is Canadian Pardon Applications Services ************************************************* Tel:********************** Fax:**************

  

  Business Response

  Date: 20/11/2025

  Subject: Confirmation of Refund Issued
  
  This message is to confirm that your refund was issued on the same day the charge was processed. We have fulfilled our obligations promptly, and the refund is already in progress through your financial institution.
  
  We take professionalism seriously and do not appreciate baseless accusations regarding our conduct or intentions. Our team has acted in full compliance with policy and with transparency throughout the process.

  A confirmation of the refund receipt has been issued to your email and should post within 3-5 business days. 

  If you have any further questions, we are happy to assist, but we ask that all correspondence remain respectful and accurate.
  
  Sincerely,
  Canadian Pardon Application Services

• Initial Complaint

  Date:17/11/2025

  Type:Sales and Advertising 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 December 2024 I began the process of applying for a waiver for entry into ***************** I had received a waiver for five-year entry into ***************** prior to going to Canadian pardon applications. Unfortunately, I had let my waiver expire before renewing it so then I had to start the process all over again. I thought it would be best to try and use a company like Canadian pardon services to expedite the process. I spoke to a gentleman and was informed of the process I paid in full upfront I was also able to send them all of the information that I had used for my previous waiver that was accepted fromHomelands security. I was able to get my fingerprints and criminal record search done ASAP and had sent that off. I know Ive been waiting almost a year for them to receive documentations from the courts about my convictions. I explained to them when I applied for this application that the courthouse was previously having trouble finding these court documents as they were in paper form and not digitalized. Ive made several phone calls to them in regards to having a status update as to the process and Ive been informed that they have made two attempts to retrieve this information from the courts. They also informed me that to expedient this process that maybe I should go down to the courthouse and get said information. Why am I paying for a service that cost me over $1600 to do something that they should be doing? I have since I asked for a full refund and a cancellation of my application. I was informed today that there would be no refund. So I dont understand why Im paying for a service that has done nothing and its been almost a year and Im no further ahead than when I started. . Amazing that I would just received an email from them as Im writing this message telling me that my application has been cancelled and that they will be charging me an additional $275 dollars for a cancellation fee. WOW,!!!!!!!

  

  Business Response

  Date: 18/11/2025

  We appreciate the opportunity to address your concerns. We understand that the waiver process can be lengthy and at times frustrating, and we regret that you feel dissatisfied with the experience.
  It is important to clarify that our company has acted in full accordance with our stated procedures and Terms & Conditions, which outline both the nature of the service and the refund policy. As explained at the outset, U.S. Entry Waiver applications require official court documentation, and delays from third-party agenciessuch as local courthousesare outside of our control. In your case, the courts had difficulty locating older paper records, which significantly extended the timeline.
  
  These delays are not uncommon and are unfortunately a normal part of many waiver files, especially when records are archived.
  
  Despite these challenges, our team made multiple attempts to obtain the necessary documents on your behalf and kept your file active throughout this period. When we advised that you may expedite the process by visiting the courthouse directly, it was not because we were unwilling to assist, but because personal attendance can sometimes achieve results more quicklysomething reflected in our standard process for complex cases.
  
  Your request to cancel the application was respected immediately upon receipt. However, as outlined in the Terms & Conditions you agreed to at the time of enrollment, fees for services already rendered are non-refundable, and a cancellation fee applies once file preparation and administrative work have been completed. These policies ensure fairness and consistency for all clients, especially given that a substantial portion of our work occurs early in the application process.
  
  We understand your frustration with the pace of the court system, but the delay was not the result of inaction or wrongdoing by our company. Ultimately, the decision to discontinue the process stemmed from your understandable impatience with the external timeline, rather than any failure on our part to fulfill our obligations.
  
  We remain committed to transparency and would be happy to provide a detailed breakdown of the work completed on your file upon request.

• Initial Complaint

  Date:24/10/2025

  Type:Order 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 given you guys close to ***** dollars and have yet to see any of my paperwork completed I have asked for a copy of my file but nothing I would like to see any progress that you guys have made you supposedly did work on my file, but I have yet to see it the original deal was just over $1000 but you guys keep charging my credit card that I left with you on file without my authorization or permissionkeep making up charges that I was not notified or I did not agree upon now you have received triple the money we originally agreed upon please send me a copy of my file that I have already overpaid for or you can send me a full refund of all the money I given you guys because I have yet to see any results that you have made as far as I know you havent done anything on behalf of me I will be filing 2 Small Claims Court if we cannot resolve this matter so please send me a copy of all the work you have so far or please send me a full refund and please stop charging my credit card whenever you feel like keep adding charges which is ridiculous without my authorization or permission. Also, Ive been trying to get a hold of somebody there every time I call, nobody returns my call but you want money, you guys just charge the credit card without calling me or authorizing anything please stop charging my credit card and please have somebody resolve thisissue immediately with me.

  

  Business Response

  Date: 24/10/2025

  Hello *******, 
  
  You advised us you would like to cancel the file . However, you then advised you would not pay the cancellation fee of $275.00 . 
  
  Please advise us if you would like to pay the fee and we will send your documentation to you and formally cancel your file. 

• Initial Complaint

  Date:15/09/2025

  Type:Order 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 believe that I have been fraudulently misrepresented by people in this company specifically ****** *****, I applied for a pardon/waiver on January 5th, 2024, made a deposit of $50, paid a monthly fee of ******, and the price was in total $2,632.35, Mr ***** had explained to me that it was cheaper too get both and was a guaranteed because it goes through Homeland Security, I sent finger prints in only to be told that I needed another set, I was under the impression it was for both, in fact during a phone call with a lady she said that they had everything they needed to proceed, months go by, nothing, then I am told to get my prints again, I don't understand why, I get a photocopy from police station, (send them) during this time she states that I could have had it done at the station for $100, same outcome, ****** states that it is not true, and that they have no idea what there talking about, I have that email, again they say I need prints which I sent, only to be told much later that they are waiver prints not pardon, at this point they have copies, same prints they certainly could of changed waiver to pardon, but no not these guys, I have every email up until this point, extremely disappointed that they take advantage of people like myself, I had to do a payment plan because I don't have that kind of money, I am sure all calls have been recorded for quality assurance and training purposes, I have reached out to the **** as well I will file a small claims case if need be, and I will certainly make people aware.

  Customer Answer

  Date: 15/09/2025

  I would like to add, that I was recently told last week that I was misinformed and it could take up to another 4-6 months. As stated I have every email from day one. Thank You.

  

  Business Response

  Date: 15/09/2025

  Hello *****, 
  
  We are still awaiting your court documentation from the ********************* 
  
  Your application is still in process . Please be patient as we continue to work on your application. 

  Customer Answer

  Date: 15/09/2025

  Complaint: 23884568
  
  I am rejecting this response because:
  I was mislead and lied too, therefore that is fraudulent, ****** knew he gave me wrong information, yet had me believe that the option was true facts that were knowingly false. I was given false information on more then one occasion and I am out of patience.
  
  
  Sincerely,
  ***** Pratt 
  ***** *****

  

  Business Response

  Date: 22/09/2025

  Hello *****, 
  
  We are still currently processing your application. We apologize that the timeline is not satisfactory however, the work is being proceeded with and you will be kept updated 

  Customer Answer

  Date: 24/09/2025

  Complaint: 23884568
  
  I am rejecting this response because:
  They gave me misleading and false information
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 24/09/2025

  Complaint: 23884568
  
  I am rejecting this response because: This is unacceptable and my complaint stands, I want a refund!  I was fraudulently misrepresented by specific people within the business.
  
  
  
  Sincerely,
  
  ***** *****

• 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,
  
  **** ********