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:24/02/2023

  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.

  Paid $200 deposit for a service on Feb 16th to get pardon and waiver & decided not to go with the service so contacted them on Feb 17th telling them we decided not to go with it. They keep beating around the bush in regards to the refund. No contract or paper was signed.

  

  Business Response

  Date: 27/02/2023

  Hello *****, 

   

  A refund has been issued please be patient as it will post to your account within 3-5 business days. 

   

  Warm Regards, 

• Initial Complaint

  Date:17/01/2023

  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.

  On Oct 1 2022 I started my file with Canada Pardon and Application Services. With ******* ******. I put $50 down to start my file and agreed to pay monthly installments. ******* assured me that whenever I had a question she would be available to help me. She was very endearing on our first conversation so I decided to go with this company because I liked the fact that I could contact ******* when I had a question and she would be there to help and assured me she would be available to help me. I decided to go with this company over my attorney because ******* told me “they do the exact same thing my attorney would do so why not go for the lower price option” I was sold. Fast forward to Jan 2023 I cannot get ******* to email me or call me no matter of many messages I leave. I one day was told a ******* ****** would be helping me and to be totally honest if she was who I spoke to originally I would not have gone with this company and would have moved on immediately. ******* doesn’t explain things well I almost have to push answers out of her and she stays silent on the phone with an overall customer service of 0.5/10. When I have left her messages she calls almost a week later. On one occasion she called when I was out and the phone was totally muffled and I didn’t hear what she was saying so I asked that she email me in writing what she was trying to tell me but I never received an email from her. Later that day I wrote ******* ****** an email explaining I did not hear from ******* and shortly after the front desk emailed me saying I needed to complete more steps I was not aware of but it was too difficult for ******* to tell me? ******* would not email me that information and to be honest I’m not sure if ******* can spell because she never emails me only calls out of the blue at her leisure when I’m not expecting her. They have not explained in writing what steps I will need to complete for this waiver I’m in the dark and not quite sure what the next steps are because I have nothing in writing and they won’t give me anything and when I speak to ******* she gives me the bare minimum and doesn’t explain anything well and nobody calls me back in a decent time frame and the customer service is a total nightmare. These people are the absolute worst headache and misery I’ve ever had to deal with in my life. I have paid my waiver in full as of January 5, 2023 and I still am receiving no help at all no CLEAR direction and they are not available and have never answered the phone only when it was time to get money that was the only time they respond promptly.
  Reply
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  Business Response

  Date: 18/01/2023

  Hello *****, 

   

  The US Entry Waiver application usually takes 8-10months to complete.
  
  
  We send all clients a client information package with the steps to the process. All that needs to be done on your end is send back the consent form , client information form and have your fingerprints taken. 
  
  
  You sent us back these documents so please be patient while we work on the file until it is completed. It has only been 3 months since opening the file which is extremely fast considering the usual timeline. 
  
  
  The only next steps are to prepare the necessary documentation on your end for the US Entry Waiver.
  
  
  Therefore, an E-mail has been sent to you with instructions. 
  
  
  We will keep you updated as to the status of your file as it progresses. 
  

  Customer Answer

  Date: 18/01/2023

  
  
  Complaint: 18824158
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *********

   

  I was told the file would not take 8-10 months for me because o do not have a criminal record. On January 12th I was given an email by front desk saying,
  Good Afternoon *****,
  This is to inform you that your file is nearing completion and will be mailed out to you shortly. I have completed my application in full including fingerprints that were received by your office on Nov 3, 2022. I paid my waiver in full as of Jan 5, 2023 because ******* ****** told me it would speed up my application and because I do not have a criminal record it would be a fairly quick process for me. 
  
  
  The trouble I’m having is I have asked for in writing (several times) the remaining things I will have to do on my end after I receive the paperwork in the mail ( I have no idea what I’m being sent by your office in the mail that is so important and again due to the lack of effective communication) I do not understand what is being sent to me #1. 
  
  
  Secondly, I want to be prepared a head of time and understand what I have to do moving forward and what steps will be taken between myself and your office to complete this file. I do not want to be guessing which is what I’m doing now and I’m not comfortable with that. Every time I have called I feel ignored. Apparently my conversation with ******* when I signed up that she was going to be the person I would correspond with  has changed she led me to believe that she was the person that would be helping me throughout this process. Then it changed unexpectedly to ******* ****** who calls me at her leisure sometimes a week later after I message her and I’ve begged her to send me things in writing via email but she insists on calling when she likes in a not so reasonable time frame and has not explained to me what Ive been asking her for weeks now she just won’t do it. The lack of effective communication at that office is very upsetting and I certainly do not have time to do this writing back and fourth but I’m not happy with the communication I’ve received and do not understand why ******* has never responded to me again even though she assured me when she was signing me up that she would be available anytime I needed her and secondly why ******* will not send me an email explaining what I and your office will be doing next now that I’ve submitted everything including money.  What are my next steps how does the process look after I receive “that document” in the mail. I’m really not asking for anybody to write me a novel I’m asking for information since I paid your company $1219.00 and what I want is to know the rest of the steps I need to take and your office needs to take to complete the process. I feel like I cannot be anymore clearer on my request and why I have to even ask more than once. 

  

  Business Response

  Date: 18/01/2023

  Hello *****, 

  
  
  An Email has been sent with the documents to prepare on your end for the US Entry Waiver. 

  
  Please prepare the documents and we will notify you when your application is completed. 

   

  Warm Regards,

  Customer Answer

  Date: 20/01/2023

  
  
  Complaint: 18824158
  
  
  
  I am rejecting this response because:

  I have filed a complaint with Canada Pardons Application Services and even after filing a complaint they are still not answering my questions. They are giving me the run around and mentioning information that does not pertain to me because I have already completed and submitted my application for my USA waiver, paid in full amount and I’ve given my fingerprints from the RCMP office which shows I have no criminal record thus allowing for the application to be quick and for them to even mention this part of the process is bewildering.

   

  I am asking for an email to explain what my next steps are in the process now that I have ????finished my application. If they make my application process last between 8-10 months that is not what they told me when I signed up with them. I will not be able to see my husband because of these people and they are not BEING HONEST. I would have NEVER signed up with them and would have stuck to the company I originally used *** **** ******* because the process is not 8-10 months with them. I  spoke to ******* ****** specifically when I signed up about this matter when I signed up and she assured me I would have my paperwork by February because I did not have a criminal record. I’m very worried because they all seem like a bunch of baboons with zero customer service skills and a bunch of liars to top off. The fact that they are not explaining things to me CLEARLY and are making me go through this trouble even to complain is disturbing and they are not being fair to me a paying customer especially because this is not what they sold me on when I signed up with this nightmare place. My question to you is what do I do from here. I’m completely not understanding these people because they are not being CLEAR with me at all in fact they are confusing me because they are not being direct. If they make my waiver take longer than told when I signed up and if they compromise my time I will be contacting an attorney to deal with this because as of now they have left me very much not trusting them because of how they are doing business. 

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

  

  Business Response

  Date: 20/01/2023

  Hello *****, 

   

  It has been 3 months since we started your application. 

   

  An Email has been sent with the documents to prepare while we finish your application. 

   

  Your application will be complete well before the 8-10 month timeline given. 

   

  Nothing more needs to be done on your end.

   

  Warm Regards, 

  Customer Answer

  Date: 26/01/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18824158, and find that this resolution is satisfactory to me should there be any other issues moving forward I will re-open the case as advised.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:17/08/2022

  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 contracted their services at an agreed-to price. Twice since completing all my agreed-upon payments they made two transactions totaling $700 from my credit card that I did not authorize. Their excuse was I never responded to their inquiries. i have kept all emails pertaining to my file and I did, in fact, respond as well I was told I would only be charged after their third attempt to contact me. They took $350 for my credit card after the second attempt to contact me. and an additional $350 after their third attempt to which I did respond within 1 hour. This business should not be making CC transactions without proper notification and just cause.

  

  Business Response

  Date: 18/08/2022

  Hello **** , 

  As per our terms and conditions if we do not receive responses to our information requests or the correct documentation back within 3 months of sending the request we do charge a fee to hold the file as we cannot hold each file indefinitely . 

  This fee is placed on a file in order to avoid a cancellation of the file and takes care of the storage of the file both hard-copy and soft copy in addition to the protection of your personal information both physically and electronically. 
  
  We are still awaiting your completed consent form, client information form and fingerprint results from you.

  Please send them in as soon as possible so that we can complete your file

  
  Warm Regards, 

• Initial Complaint

  Date:13/08/2022

  Type:Billing 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.

  A few months ago I set up an account with Canadian Pardon Application Services. I agreed to a monthly payment plan with them in the amount of $77.33 per month, On July 29, 2022 I decided to cancel my relationship with them and paid a cancellation fee of $275.00. This fee was to free my from my relationship with them and any future obligations to them. On August 13, 2022 they billed my credit card in the amount of $77.33 after I cancelled the service and paid the cancellation fee.

  

  Business Response

  Date: 15/08/2022

  Hello ******, 

   

  We apologize for the mistaken payment . 

   

  The payment is being refunded immediately and your payment plan has been manually stopped. 

   

  Unfortunately, mistakes like this should not happen. 
  
  
  However your additional payment is being refunded immediately.

   

  Warm Regards, 

  Customer Answer

  Date: 15/08/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****