Complaints
Customer Complaints Summary
- 45 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:18/07/2024
Type: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 hired Canadian Pardon Application Services in September 2023 to process my pardon and my account was paid in full. Now, almost ayear later they are asking for more money. I phoned the ************ of Canada and they said they have no application in my name.
Business Response
Date: 22/07/2024
Hello ****,
Unfortunately, the failure on your part to disclose that there was an unpaid fine with the courts upon registering with us is the reason you are ineligible for a Pardon.
Your file will be held until your eligibility date , please pay the fine with the court as soon as possible and let us know.Customer Answer
Date: 22/07/2024
Complaint: 22009172
I am rejecting this response because: The $75 fine was paid to the court in the 1980's. There is no outstanding fine, never has been. These people are not returning phone calls or emails.
Sincerely,
***************************Business Response
Date: 24/07/2024
Hello ****,
Unfortunately, the court is showing an outstanding fine.
A letter has been sent to you with the details.Customer Answer
Date: 26/07/2024
Complaint: 22009172
I am rejecting this response because: I have paid said fine in full and have an appointment my lawyer on Monday, July 29/24 to swear an affidavit to that. I will send sworn document to you via registered mail on the same day.
Sincerely,
***************************Initial Complaint
Date:17/07/2024
Type: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 June 29 2024, I paid 660. Asked for a refund 2 days later. Received a email stating my cancellation, but no refund? I have tried to email but no response. I have phoned the accounting department and the do not answer, they say they will call you back, but no one has, its been over 2 weeks. The only have to refund my *****Business Response
Date: 30/07/2024
Hello *****,
Unfortunately, you would not be eligible for a refund as you have submitted the consent form which has allowed us to go ahead and begin work on your file.
Attached is the form that you have signed .Warm Regards,
Customer Answer
Date: 30/07/2024
Complaint: 22005198
I am rejecting this response because:
Sincerely,
***** SaleCustomer Answer
Date: 01/08/2024
Here is the information, it also shows the dates of me signing up and the date. July 3 and of the cancelation on July 4th. It has not, July 3 was a holiday! I could not cancel it on July 3 as they were not open to take any phone calls and they do not respond to email!
Kind regards,
***** sale
Business Response
Date: 07/08/2024
Hello *****,
Upon further review, a full refund will be issued in the amount of $659.99 .Customer Answer
Date: 12/08/2024
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.
Sincerely,
***** SaleInitial Complaint
Date:03/06/2024
Type: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.
The nature of my dispute is they took money, and I wanted refund for it because I did not want to continue. They don't respond to emails and all costs are hidden just take money from your credit card. They surprise you the one person who I was to deal with no where to be found.From other people this third party is a scam and I was and I am trying to get my money refunded but you leave voice mail or an email no response.Business Response
Date: 06/06/2024
Hello ****,
Unfortunately, you decided to cancel the process due to your own personal decisions.
In cases like this, refunds are not given after 10 days of initially opening the file in order to cover the cost of work already performed on your behalf.Customer Answer
Date: 06/06/2024
Complaint: 21793594
I am rejecting this response because:The reason being that when you did get the info package, there wasn't any documentation sent about cancellation fee it seemed to be if wont happen it is given to you at time.
That being said if you wanted to reinstate your file another fee of ****** was to be charged.
I see reviews from other people or if these are made up, no idea but they would say they just take your hard earned money.
At least I am voicing my opinion, i don't get no support sure they are going to back themselves up.
as a rating a big 0 on my part, to me a scam but anyway said what I have to say..............they don't follow through or return messages, emails just want money
Sincerely,
*******************Business Response
Date: 07/06/2024
Hello ****,
Unfortunately, all clients who cancel after the 10 day grace ****** are subject to our cancellation fee as per our terms and conditions.Customer Answer
Date: 13/06/2024
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.Its not satisfactory, same answers everyone gets from them, the catch need money to cover this and that.
Never mind I'm done and will move on,
Sincerely,
*******************Initial Complaint
Date:29/05/2024
Type: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 all the fees and have made several attempts to get in touch with this company they never return calls or emails. I still have yet to receive the waiver application I have paid for. I would like to be reimbursed.Business Response
Date: 31/05/2024
Hello *******,
We have advised that we are currently awaiting the certified record of conviction documents from the Ottawa courts.
We will keep you updated as to the status of your application as it moves forward.
Unfortunately, nothing can be done to expedite the process as it is entirely dependent upon government timelines.Customer Answer
Date: 31/05/2024
Complaint: 21775199
I am rejecting this response because: they did not ever let me know what was happening, why it was taking so long even after *** left several messages and emails. I do not want to deal with this company I would simply like my money returned minus whatever paperwork they filed.
Sincerely,
*************************************Business Response
Date: 31/05/2024
Hello *******,
Unfortunately, no refunds are given after 10 days of initial payment.Customer Answer
Date: 03/06/2024
Complaint: 21775199Well I think the lack of communication, length of time this has taken and the terrible customer service is unacceptable and I had asked for a refund several times do to the lack of communication and no response from email or phone calls. How you stay in business this has happened to many of your clients you would think you would do better. I will never deal with your company again and make sure no one else I know does either. Awful experience. I will be filing a small claims if this situation does not get rectified thru this process.
Sincerely,
*************************************Initial Complaint
Date:09/05/2024
Type: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 a Criminal Justice degree that I cannot get a job for due to a DUI 7 years ago, I am also sponsoring a spouse to Canada and need this Pardon, and it has been over 3 years and my application has not been processed. I have paid the fees in full for a police record check, however, they contacted me asking to pay another $349.99 for a new police record check to reflect the 2 addresses I resided in the last 10 years. I requested to "quantify" the file with the address already on file and they keep asking for more money, I call to follow up and they say I do not have a file with them and there is no one by that name who works there. I constantly get tranfered from the "client care department" to the "processing department" and then get hanged up and never hear back from Canadian Pardon Application Services.
the elements of willful misconduct, fraud; and negligence are all there and I am requesting a full investigation.
3 years is a long time for a pardon application to be submitted. Either submit my application as it is or refund my money and I will submit it myself.
additionally, the parole board fee is $50.00, and they quoted and charged me $600
To conclude, my main concern is not being able to gain employment for the last 3 years due to their negligence, and my lost wages are available upon request.
Warmly,
Concerned ClientBusiness Response
Date: 09/05/2024
Hello ******,
Unfortunately, all citizens who require a Pardon must adhere to the rules and regulations set forth by the Parole Board of Canada.
We do need to run the additional address checks as the application will not be approved if we do not follow the steps set forth by the Parole Board.
Unfortunately, everyone needs to follow the process set forth and cannot adjust the rules based upon their own personal preferences.Customer Answer
Date: 15/05/2024
Complaint: 21687420
Canadian Pardon Applications agreed to process my application with the addresses provided as there were no issues to begin with, and since they could not rip me off for the $349,99 as they had planned to, now they want to charge me an extra $225.00 for the “administration fee” although in our agreement contract that amount was “0 dollars”.Attached are the letters sent to me, with the most recent one stating my application is ready to be submitted, but they want more money, falsely breaching our agreement contract willfully. I have paid the $1260.00 but they continually refuse to submit my application and emotionally and mentally abuse me
Canadian Pardons Services is a money hungry scheme falsely charging all their clients and ripping them off by coming up with random expenses and defrauding clients.
I need my application submitted according to the agreement contract ASAP as it has been over 3 years and I can’t apply for professional employment, among other things…
Sincerely,
****** *******Business Response
Date: 17/05/2024
Hello,
Unfortunately, Additional paperwork was needed and everyone has to follow the rules are regulations set out by the Parole Board of Canada.Customer Answer
Date: 17/05/2024
Complaint: 21687420
I am rejecting this response because: I already paid $1260 to cover everything. You are charging me 175.00 extra for the administration fee to submit it to the parole board. In the contract that was $0.00 dollars, and it included everything.how can you state there was extra paperwork when you have not even submitted it yet to the parole board yet… I am prepared to go through arbitration at this point.
Sincerely,
****** *******Business Response
Date: 21/05/2024
Hello ******,
Unfortunately, our paperwork clearly states the Parole Board of Canada's fee is not included in the processing fee.
Please re-read the paperwork.Customer Answer
Date: 21/05/2024
Complaint: 21687420
Please provide the paperwork stating the parole board fee is not included. Nonetheless, I will pay the $50.00 parole board of Canada fee so we can submit the application… will the application be submitted if the $50.00 fee is paid? I will fight tooth and nail if you try to make me pay extra for anything else not in our agreement contract.
Sincerely,
****** *******Initial Complaint
Date:25/04/2024
Type: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.
date of my transaction January 15th 2023..I paid them $1,690 for pardon application services..they didn't complete my application and canceled my application because they want me to pay more one year later for a reprocessing if the application is sent back by the pardon board even though they didn't process the application..They haven't tried to resolve this issue and told me to pay the fee or the file will remain closed.Business Response
Date: 26/04/2024
Hello *******,
Unfortunately, the court cannot confirm whether or not you paid the fine with them.
Please send us all documents received from the court and we will review and keep you updated as to the status as it moves forward.Instructions have been sent to prepare an affidavit to swear the fine has been paid as an alternative option.
Initial Complaint
Date:25/04/2024
Type: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.
Canadian pardon application services has been s******* me over on my pardon for years now. Can some one call me to discuss this I cant explain in the amount of space Im allowed hereBusiness Response
Date: 26/04/2024
Hello *******,
We are still awaiting the ************ Record Checks from the Calgary Police.
Unfortunately, we cannot control police timelines and will keep you updated as to the status of your application as it moves forward.Initial Complaint
Date:19/04/2024
Type: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 had applied to this company to obtain a pardon, expungement and US waiver for my son Pawel. Over the course of the last two years, I spent nearly $5000 in various fees to this company as well as obtaining registered letters, court documents and fingerprints. They assured me that his application had been processed and that the pardon would be *****ed. Yesterday I received a letter from the ************ of Canada stating that he is not able to even apply for a pardon until 5 years AFTER his completion of his sentence. I gave all if that information to the company yet they assured me that using their services would be the ONLY way he could obtain his pardon as well as the US waiver. Now Im out of pocket all of this money and no further ahead in gaining a pardon for my son. I believe that they behaved in an irresponsible, reckless, dishonest manner in leading me to believe that they would be able to ***** his pardon. *** tried to call and speak with someone, leaving numerous messages and emails and no one responds. Im a retired pensioner with limited resources and this has left me do very bitter and angry!!!! There are a lot of documents to upload - and I hope there is an easier way to upload them than through here. I have a whole document folder as well as copies of emailsBusiness Response
Date: 30/04/2024
Hello,
The total amount of Pawel's application was CA$1,026.90.
In addition, you are able to resubmit the application when the eligibility date comes around in 2026-09-03 as all documents are still valid.
The only document that expires is the local police record check which will need to be re-done.
Unfortunately, we cannot adjust the Eligibility timelines as they are government timelines.Business Response
Date: 30/04/2024
Hello,
The total amount of Pawel's application was CA$1,026.90.
In addition, you are able to resubmit the application when the eligibility date comes around in 2026-09-03 as all documents are still valid.
The only document that expires is the local police record check which will need to be re-done.
Unfortunately, we cannot adjust the Eligibility timelines as they are government timelines.Business Response
Date: 30/04/2024
Hello,
The total amount of Pawel's application was CA$1,026.90.
In addition, you are able to resubmit the application when the eligibility date comes around in 2026-09-03 as all documents are still valid.
The only document that expires is the local police record check which will need to be re-done.
Unfortunately, we cannot adjust the Eligibility timelines as they are government timelines.Customer Answer
Date: 01/05/2024
Complaint: 21599376
I am rejecting this response because: I have receipts totalling over $3500 that was paid in expenses for the processing of this application. I have emails with the paper trail that confirms the monetary demands.
Sincerely,
***************************Business Response
Date: 02/05/2024
Hello ******,
As stated previously you may submit Pawels application on his eligibility date .Customer Answer
Date: 02/05/2024
Complaint: 21599376
I am rejecting this response because: the company is not acknowledging that there were additional costs (over $3000) which they DEMANDED I pay in order to continue processing the application.
I have an email chain as well as documents that prove these costs were paid.
All they have said is that I can reapply when the period has passed. Do you think that I would use a company that has been disingenuous and dishonest in their dealings with me again? All I am asking for is a refund of the money I had spent because in their business they would have well been aware that this application would not be accepted prior to the limit imposed by the Parole Board.
I can provide the email chain / receipts although I may be more than 5 MB. Please advise how to proceed to expedite this process.
Sincerely,
***************************Customer Answer
Date: 03/05/2024
Complaint: 21599376
I am rejecting this response because: the company is not acknowledging that there were additional costs (over $3000) which they DEMANDED I pay in order to continue processing the application.
I have an email chain as well as documents that prove these costs were paid.
All they have said is that I can reapply when the period has passed. Do you think that I would use a company that has been disingenuous and dishonest in their dealings with me again? All I am asking for is a refund of the money I had spent because in their business they would have well been aware that this application would not be accepted prior to the limit imposed by the Parole Board.
I can provide the email chain / receipts although I may be more than 5 MB. Please advise how to proceed to expedite this process.
Sincerely,
***************************Business Response
Date: 03/05/2024
Hello ******,
Unfortunately, after 10 days of initial payment no refunds are given.
The work has been completed and all documents can be submitted when Pawels eligibility date comes along.
The only document that needs to be re-done is the local police record check which we can re-do at no cost to yourself.We hope this is sufficient.
Customer Answer
Date: 03/05/2024
Complaint: 21599376
I am rejecting this response because: before the 10 days after the application was submitted expired the company have known that it was too early to submit the application. There was NO communication indicating that it was too early to submit the application until nearly 2 years had passed and a significant sum of additional funds been DEMANDED from the company to process the application.
Sincerely,
***************************Initial Complaint
Date:19/03/2024
Type: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 looking into getting a pardon for a mistake I did over 16 years ago. I started the process and backed out last minute. They did charge my credit card $160. The girl said they would give me a refund and it takes 5 to 7 business days. So I emailed their company 5 min after our conversation as instructed to cancel. I never heard back I called and left seral messages and.no one returned my call. I also emailed the 2 more times. They eventually called me and stated I was past the 14 day cancelation policy and no refund was going to happen and they charged me $245.00 cancelation fee. They called me back one day after the time cancelation time frame. I feel.i did what I was supposed and feel like I was scared as no even mentioned a cancelation fee and I was told I would get a refund. I have since called back and requested a call to.discuss this matter and they refused to call me backBusiness Response
Date: 19/03/2024
Hello *****,
Unfortunately, you cancelled outside our 10 day grace ****** .
Therefore, as per our terms and conditions you would not be eligible for a refund.Initial Complaint
Date:07/03/2024
Type: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 started a pardon so I thought I haven't been able to get in touch with them for over a month The told me they wouldn't take out any payments from my credit card and they didBusiness Response
Date: 07/03/2024
Hello ******,
We have attempted to reach out to you today on March 07th , 2024.
You may reach us at anytime at ***********************
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