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: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,
  
  *** ******

• 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