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:22/01/2025

  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.

  I got suckered into a scam with this business. They made everything sound wonderful and told me they would obtain all my records for me if I went through their service which was going to cost around $900.00 by the end of the service. They mislead me into the agreement and after the initial 10 day refund period I found out I still had to pay out of pocket to obtain the records that they said they would be obtaining on my behalf, not to mention they have gone above the agreed amount and despite me trying to contact them on numerous occasions to cancel and leaving voicemails and sending emails they refuse to respond but keep charging my account. They have now charged me over the set amount and I just want them to remove my information from their system and stop taking money from me when I never used their services due to the misleading information they gave me.

  

  Business Response

  Date: 22/01/2025

  Hello Jade, 

  Unfortunately you did not fulfill your responsibilities which caused the cancellation of your file. 

  You failed to return the consent form , client information form and have your fingerprints taken so that we may process your application. 

  Most clients do not have a problem fulfilling these responsibilities however, if they are neglected as such in a case like this , it does prevent the application from being able to be completed. 

  Warm Regards, 

• Initial Complaint

  Date:17/01/2025

  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.

  I filled for a pardon in April of ********************************************************************* the pardon would take 4-6 months but now I cant get a call back I have left multiple messages and the parole board does not have a copy of my pardon they never sent it in

  

  Business Response

  Date: 20/01/2025

  Hello ******, 
  
  A Pardon (Record Suspension) can take anywhere from ***** months to complete. 
  
  We are currently requesting your court documents from the relevant courts. 
  
  We originally sent this request on Jan 15th and you spoke with us on Jan 17th. 

  This portion of the process can take anywhere from 6-8 months. 

  Warm Regards, 

• Initial Complaint

  Date:02/01/2025

  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.

  I applied for a US waiver over 2 years ago and I have not received any response from this company. I provided all funds and information that was requested. I now cannot get any response from email or phone. I have now lost the job offer I was aiming for because of this situation. All I want is for this to be completed ASAP or a refund.

  

  Business Response

  Date: 06/01/2025

  Hello *******, 
  
  We are currently in the final stages of the application and will be corresponding with you when it is complete and sent out. 

• Initial Complaint

  Date:11/12/2024

  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 paid for a pardon and a waiver I paid monthly since 2022 and didn't receive neither one I want my pardon or refund my file #is *****. The address I lived at was **********************************************

  

  Business Response

  Date: 11/12/2024

  Hello, 
  
  We are currently awaiting docs from the Sarnia Courthouse. 

  Warm Regards, 

• Initial Complaint

  Date:18/11/2024

  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.

  Sept 12/24 I made my first payment of ****** filled out waiver package got fingerprints delivered to them Oct 17/24 since then I have made a total of three automatic withdraws of ****** I have left numerous voicemails weekly to accounts receivable, my account officer and the front desk only to have it go directly to voicemail and over last 3 months no a single call back to inform me of status of my account. All I would like is a simple return phone call to let me know how everything was progressing. From what I have read in pretty much all comments this is a common thing they take your money and never respond again.

  

  Business Response

  Date: 19/11/2024

  Hello ****, 
  
  Please contact our client care department for an update at ***********************. 

  In addition someone will reach out to you shortly. 

  Warm Regards

• Initial Complaint

  Date:13/11/2024

  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.

  Date of transaction; Oct.22/24 Amount paid: $1454.24 this includes an administration fee of $109.99 and a 5% tax What they committed to provide: to apply on my behalf for a US entry waiver Nature of dispute: they say that their 10 day cancellation period has expired and they won't issue a refund and expect to be paid a $275.00 cancellation fee on top of what I already paid ($1454.24). At the time of phoning and leaving a voice message about cancelling, on Nov. 6/24 at 9:33 AM PST, my wife and I were no longer interested in travelling to the ** due to the Presidential election result, that was admittedly 11 days after speaking with a representative and verbally agreeing to apply for their services, I had not yet sent them a signed copy of their consent form along with my finger prints. I didn't receive a reply to my phone message of Nov. 6/24, on Nov. 7/24 at 9:01 PM PST after not having had any reply to my phone message I sent an email requesting a cancellation, and they replied via email on Nov. 8/24 at 7:56 AM PST with their statement of no refund and the added cost of the $275.00 cancellation fee. So, other than them having sent me their forms via email, they weren't legally allowed to proceed with processing my application. I am willing to allow that they are entitled to a cancellation fee for what little they have done so far, sending me the forms via email, but I feel that the cancellation fee should come out of the original payment of $1454.24, and the remainder should be refunded to me. I still have the emails that they sent, and the ones that I sent, plus the dates and times of all phone calls.

  

  Business Response

  Date: 13/11/2024

  Hello *****, 
  
  Unfortunately no refunds are given after 10 days of initial payment . However, based upon the circumstances we have waived the $275.00 cancellation fee. 

  Customer Answer

  Date: 13/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. I will definitely not be seeking to do ANY future business with Canadian Pardon Application Services!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:16/10/2024

  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.

  I have been paying this company monthly since February of last year. I haved gotten finger prints sent them to them. Done everything they ask. I have been trying to complete thye waiver registration package for 3 months now callingn them for help. Not on phone call back. In fact ** have recently left about ******************************************************* call back. No one ever answers the phone any more. I cant help but come to the conclusion that these people are scammers

  

  Business Response

  Date: 16/10/2024

  Hello Zeffery, 
  
  It seems you may have been attempting to reach the wrong department. 
  
  Please contact our client care department at *********************** . 
  
  Alternatively, we will have someone reach out to you tomorrow. 

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22429353
  
  I am rejecting this response because: I called over 15 times, never an answer including leaving meassgages on client care extension with no call back, they simply took money and have done nothing

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 22/10/2024

  Hello *******, 
  
  We have sent multiple reminders to send us back the documentation required over the last 12 months. 
  
  Please see below record of all emails sent.
  
  Emails  

  
   Subject
  
  Information Request 3 - Waiver Application
  *********************************
  Jun 18, 2024 2:34 Opened
  

  Confirmation of Registration
  Apr 29, 2024 10:22 Sent
  

  Information Request 2 - Waiver Application
  *********************************
  Apr 19, 2024 2:34 Opened

  
  Re-take US Entry Waiver Prints Request
  *********************************
  Apr 4, 2024 2:07 Delivered

  
  Information Request 1 - Waiver Application
  *********************************
  Feb 19, 2024 3:36 Delivered

  
  Confirmation of Registration
  Nov 21, 2023 3:34 Opened

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22429353
  
  I am rejecting this response because: I have called over 15 times to recieve assitance in completing documentation with absolutely NO RESPONSE, no call back and no help. This company simply took the money continuously and did absolutely nothing , the only paperwork that qwas not completed requiring asisstance that was never  given, no call returned wasd for the The US WAIVER portion. This coimpoany continues to lie, manipulate and commit fraud. I expect a full refund of the over ******* they have taken with ZERO work done. They simply ignore your calls , do not assist you and dissapear. This company is fraudulent and crooked. If funds are not returned lawsuits with proceed. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 23/10/2024

  Hello *******, 
  
  We have made all available attempts to contact you and let you know what is required as seen in our previous response. 

  Warm Regards, 

  Customer Answer

  Date: 25/10/2024

  Complaint: 22429353
  
  I am rejecting this response because: You have not contacted me at all. I asked for call backs 15 times with no response. You are lieing that you attempted to call me back. for 2 months i was seeking help i will not pay anything further until you resolve this and prove your not fruadulent. I have gotten finger prints, completed paper work then attempeted to get assistance with my US Waiver to no avail. With the other complaints its iobvious your scamming people and creating fake positive reviews. I expect completion immediately as its been a year and will pay northing further until completed as a show of your legitimacy. ********** a full refund. If erither is not completed I will seeking legal action againt your company. 
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 28/10/2024

  Hello *******, 
  
  please see our previous response which lists all attempts to contact you. 

• Initial Complaint

  Date:20/09/2024

  Type:Customer Service 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.

  Hi sending this complaint about Canadian pardons application services ************************* ******. I've started an application for services with this company back in October of2023 and have finished paying them$1243.00 and have been trying to reach out to find out where we are at with moving forward. Have sent all necessary information to them that was asked. Been try for a month or more to reach ********* ******* #******************* for over a month with NO response left several messages not only on his ext but also with there accounting department and with there front desk. I would certainly think I deserve a call back holding up my end of what was asked of me, or at least refund my $1243.00 back onto my credit card so I'm able to find someone reputable to help me with this process. Thanks ***** ******** **********

  

  Business Response

  Date: 23/09/2024

  Hello *****, 
  
  You spoke with us a few days ago. We are unsure the reason you have left this review. 
  
  We will have someone reach out to you again .

  Warm Regards, 

  Customer Answer

  Date: 05/12/2024

  Within 3 days after responding to the complaint they did reach out to me, they are saying they are waiting on a court place in ***** to give them information in order to move forward to get a waiver. I said what I'm going to do is go to ***** to get the information, which I did. I tried calling them again, no answer again. They had until October 17th to get back to the court house, but after the 17th they still never picked up the phone when I reached out. I tried in both October and November with a total of roughly 11 messages left leaving them voice mails. I called today and yesterday and still no response back. It's been over a year this whole process. I was originally told it would take between 7-9 months but we have been more than that. I have done my due diligence in communicating with them through the whole process and they have not done in kind for me. I am dissatisfied with how things have gone, I would like my money returned to me at this point.

  

  Business Response

  Date: 05/12/2024

  Hello *****, 

  Unfortunately, the Barrie court is one of the slowest in the country. 
  
  We will keep you updated. 
  
  Warm Regards

• Initial Complaint

  Date:18/09/2024

  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.

  I open an application with Canadian Pardon Application Services (********************) in March 2024. Since then I have called, emailed, left voicemails, and talked to someone 3 times. But I have never received any information on the status of my application, any documentation, any notification. And I have called about 10 times in September and now I can't even get a hold of a customer service agent. I had to talk call into the *************************** to get someone on the phone. But they weren't able to help me because they aren't in the right department. I told the ** representative about my situation and that I have being paying since March and I haven't received any notification or any updates as to the status of my application. I would like to file a complaint to understand 1. Are they doing anything with my application? Or is this a scam? 2. Provide me an update and as estimate on how much longer it will take to get my pardon 3. If that can't be done. I want my full money back plus more for wasting my time and as a punishment for bad business practices.

  

  Business Response

  Date: 18/09/2024

  Hello ****, 
  
  We spoke with you today and gave you an update on your application. 
  
  We are unsure as to the reason for this complaint.

  Customer Answer

  Date: 18/09/2024

   
  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. I had sent in this complaint early in the morning after trying to get a hold of them again and they had gotten back to me in the afternoon. So I think it was just bad timing. They had called me back after this complaint had been submitted but before it had been processed and actioned. I apologize for the confusion and any inconvenience.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2024

  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.

  In April 2021 i embarked upon a pardon . For the next 2 years i made payments and gathered the requested information . In July of 2023 after 2 years i tried to contact the ****** services to no avail. On July 25 , almost a month after attempting contact i received a 1 line email stating i had been denied . That was all till i pressed further . I have kept everything they sent including my payments .They had also charged me ****** to hold my application for 5 years , which i received back after finally reaching the *** services . I also asked for my files back and received them with the extra documents sent bye a third party . pdf pardon 1 is the original , pdf 4 is something new as is dated on form. ***** response ****** is from the *********************************** After contacting my Ombudsman who confirmed i should apply for a refund so to re-attempt my application . I have also been in touch with the Pardon Board of Canada who were not impressed by this . This "service " was negligent at the least and has cost me much anguish as i did everything that was requested of me . I am retired now and my health is not good and i still have many hurdles to cross in this endeavor not to mention others . I need help with this and would appreciate your help. thankyou

  

  Business Response

  Date: 09/08/2024

  Hello ******, 

  Unfortunately, you advised us you would like all documents sent to yourself so that you may complete the application on your own. 

  This is what was done. Nothing more can be done as you have removed yourself as a client. 

  Warm Regards, 

  Customer Answer

  Date: 13/08/2024

   
  Complaint: 22097853
  
  I am rejecting this response because: The cpa services charged me 445 dollars to hold my files for 5 years,  as they had used false information in my plea . They charged me ***** a month for 2 years and had received this documentation ( pdf file 4)months before they ceased to charge me the ***** . I requested my paperwork back and was only aware of this false paperworkat that time . I have been in touch with Canada pardons board and they said to not bother with these people but do it myself . Which i now will but , they didn`t honestly do the work that they were paid for and should return my funds . The 445 was to hold my files , And they couldn`t do it right the first time and i have to do it again and other court requests due to this .
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 14/08/2024

  Hello ******, 
  
  Unfortunately, you requested all documentation and advised us you were doing it yourself. 

  We followed your instructions and mailed all documentation to you.

  Warm Regards, 

  Customer Answer

  Date: 15/08/2024

   
  Complaint: 22097853
  
  I am rejecting this response because: The 455$ was to hold my files as you used false information and caused me a delay of 5YEARS ! . the ***** per month for 2 years is ******* and should be refunded as you were delinquent in your delivery . In the attached letter addressed to my brother whom has nothing to do with this you state that you need the correct files yet you used falsified files in my bid . You also received them 6 months before i was notified of your botched attempt at my pardon . ***** was the account you took my money for in my bid for a pardon and has nothing to do with the 500 dollars you stole after submitting false documentation .
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 16/08/2024

  Hello ******, 

  Unfortunately, the fines were not paid which caused the delay. 
  
  In addition, you asked for the documents to be sent to you which no longer makes you our client. 

   

  Warm Regards, 

  Customer Answer

  Date: 20/08/2024

   
  Complaint: 22097853
  
  I am rejecting this response because: pdf 4 is the document you used while being paid for your services . you used a document supplied bye the former officer from ********************************************************************* fact it`s invalid from 2014 according to them . The 445 dollars was to "hold my documents " , however you failed me in this . So i asked for them back to find out why , this was the only way to do this as you sent me 2 replies after lengthy inquires and 1 was addressed to my brother ?? The other just stated that i was denied , 1 line ? The monies you took from me in good faith was wasted from your actions and i would like it back for these reasons . I am a pensioner and this was my final hope of clearing my name so as to help further my 2 retired sisters more , but now due to your callous actions i can`t for a further 5 years .  You overcharged me even after receiving the falsified document which is dated 7 months before i even contacted you for your 1 line message and email addressed to my brother . You have and are causing me untold stress from this for no good reason and should recompensate me for your  inability to do your job correctly . I won`t let this go as you`ve destroyed my hope .
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 21/08/2024

  Hello ******, 
  
  Unfortunately, it is not our fault that you failed to pay your court fines and now have incurred additional waiting period time.

  In addition, you requested your documentation to be sent back to you which removes you as a client. 
  
  We were willing to hold your file until your eligibility date however due to your request we can no longer help you. 

  We sympathize with your situation however, it is not our actions which caused the additional waiting period as we are unable to increase/decrease waiting period times as that is completely dependent upon government legislation.

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22097853
  
  I am rejecting this response because: The Ministry of ************************ says i did , who are you to submit on my behalf incorrect information ? The false information you supplied caused this to happen . As to the money you took (445$) , i after much calling got you to re imburse to me with my documents as you were negligent in a reason ..The false document you used was also dated jan. 2023 and was not even filled out . You still owe me for the botched attempt at my pardon totaling ******* , which far exceeds what you claimed and the services provided . I also needed to get this documentation , including your false document in order to find out anything at all from your suspect services actions . I was a client , but you forced me into relinquishing my information as you didn`t provide me with anything ....at all. 
  
  Sincerely,
  
  ***********************