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:25/01/2025

  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.

  My application file with Pardons Application Canada was paid January 27, 2023. The website indicates: PAC's processing most efficient in Canada timelines are: Pardon application total timeline 7-12 months. US waiver application total timeline 5-12 months. Since January 27, 2023 I have paid up until now (January 27, 2025) a total of $4,309. 25. There are 12 phases in the processing of a file and as of January 2025 I am only at phase #8. when requesting an update I receive little information, the only way to communicate is via email and ONLY EVERY 60 DAYS, or by phone with a cost which I never received a call back for $7.50. I emailed the lack of this call back and they scheduled me a call but with an upgrade to 'priority' at a 150$ cost. I refused to pay this in January 2025. I found on the website a Pardons Canada & sent an email with this same explanation, they called me immediately and said they are not the same business and heard others complain about Pardons Application Canada and that I should email them that I will make a complaint with BBB. 7 days later not hearing from them I am making a complaint for the lack of service, lack of a reasonable timeline to complete my ************************* waiver where Pardons Canada said the timeline was ridiculous. Please help me to get my file completed, and are these high costs justified again compared to Pardons Canada that they said they would not be as costly like what I have paid.

  Customer Answer

  Date: 27/01/2025

  I just received an email for a call with Pardons Application Canada regarding my US Waiver application, again costs are:

  On your call, or shortly thereafter, are you fully prepared to provide full payment to the United States of $1100 USD using ********** Debit, Mastercard or American Express?
  Yes (proceed with appointment)
  Cancellation Policy
  If cancelling the same day of appointment, a $39.00 fee will be applied.
  Make changes to this event:
  Reschedule Cancel
  
  

  I already paid $4000..... since January 2023, COULD YOU VERIFY THE LEGITIMACY OF THIS please.  I am afraid of being scammed. 

  Customer Answer

  Date: 07/02/2025

  Good day, 

  In response to your recent message following up as to whether I heard from Pardons Application Canada since you reached out to them, yes they contacted me within a few days after I emailed them that I would make a complaint to you (BBB). 

  They emailed me information with a scheduled call with an agent for a US Waiver for February 25, 2025, they provided instructions in preparation for the call to get fingerprints, etc. The same day PAC called me to my surprise to be able to speak with someone, the person did say that they received my email with my frustration and about making a complaint to BBB. He explained everything as per the email instructions in detail. 

  I am hoping all continues to go well going forward and in a timely manner. 

  Thank you so much, 

  ******* *******

  Customer Answer

  Date: 28/02/2025

  Please see my recent email which I attached that I received from PAC regarding my applicaton with regards to a US Waiver that it has been post-poned for maybe one year or longer due to CBP and the ***** administration. I received this on February 24, 2025 and I had a call schedule for February 25, 2025 with an agent for my US Waiver (payment of $1,500 CA due after the call).  

  The call with an agent for my US Waiver was also cancelled. 

   

  **I am unsure if this is a legitimate reason for the cancellation of my US Waiver application, etc.  I feel so unsure about PAC since it has been two years, etc. and all the payments required, difficulty speaking with someone or emailing for information, details, etc. It would be appreciated if you may be able to confirm this issue with US Waiver applications being cancelled, delayed for one year or longer please. It is all very disappointing. 

  Thank you in advance, 

  ******* *******

  

  Business Response

  Date: 11/06/2025

  We implemented dedicated file managers to closely handle each file's progress. By design, this complimentary upgrade provided a consistent, reliable point of contact for each of the 2 complainants.

  
  

  Each dedicated file manager connected with the two complainants promptly and, to my understanding, successfully resolved the concerns.

  Customer Answer

  Date: 18/06/2025

  Complaint: 22857557
  
  I am rejecting this response because: 

  My file has not advanced any further shortly after your intervention, yes they did upgrade my file where a few steps or phases advanced however it is not at a stand still since April 21, 2025 and still several (3) phases remain to complete my file.  No further communicataions since. 

  This will be 2.5 years since my original application, very very disappointing and for the amount of money already spent. 

  Thank you for your support and assistance with this matter. 

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

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  The original pardon application made in January 2023 has not been finalized, I have not received any further communications with regards to the final 3 phases for final approval. 

  Regards,

  ******* *******

• Initial Complaint

  Date:14/02/2024

  Type:Delivery 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.

  •Started service july/15/2022
  •Website states the timeline is up to 12 months.
  •Have completed all the payments totalling over 1000$
  •Received a file update in July/23 and it stated my application was 50% complete.
  •Just received a new update this January 2024 and it is still only 50% complete.
  •Costumer service will not reply to my messages.

  Customer Answer

  Date: 13/03/2024

  
  
  I recently heard back from the business and they have now continued the services. For now everything is ok.
  
  Thank you,
  
  ******* ********
  
  
  

  
  

  

  Business Response

  Date: 03/04/2024

  Please refer to the attached document.

• Initial Complaint

  Date:11/02/2024

  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.

  the transactions date are spread out as listed below. Feb, 9 2021 $80.00 Mar.17 2021 $80.00 Apr. 20 2021 $80.00 Nov. 21 2021 $150.00 reactivate fee Dec. 21 2021 $80.00 Jan. 21 2022 $80.00 Feb. 25 2022 $80.00 Mar. 21 2022 $80.00 Apr. 25 2022 $80.00 they never provided any services that they claim to do, never responded to my emails, would never give a copy of all payments received. i am looking for a full refund as they did nothing, then wanting rest of money to reopen a file they have done nothing with,. my bank gave me all transactions dates and amounts paid. they have horrible customer service, no work ethics. very fraudulent.

  

  Business Response

  Date: 03/04/2024

  see attached document;

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21278264
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:24/07/2023

  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.

  My process with Pardons Application Canada started March.28.2022 - we are now July.24.2023. I have paid this company more than they deserve for the service that I have received. The sales guy promised that my application should be done within 6 to 9 months. It's been over 1 year and still waiting after them. My last email - This email is confirmation that Waiver Submission Service (WSS) has been added to your U.S. Waiver application file. Payment Receipt - Your payment of $375.00 (includes taxes) for this service has been completed in full on 26-JUN-2023.
  A call was scheduled for July.4.2023, to find out that my paperwork was not done properly by Pardons Application Canada. Since then, I have sent 2 messages to try and get an update, but still no reply - very frustrating - I just want the job to be done with.

  

  Business Response

  Date: 02/08/2023

  This complaint has been officially disputed by PAC. In cases where PAC disputes the complaint, an internal investigation is automatically
  launched to determine the potential veracity of the complaint, and if there’s
  anything that could have been done better in support of the claim(s). At this
  time, it is the position of PAC that the complaint does not reflect the facts
  of the file or its service. PAC vehemently disputes the complaint and does not believe it to
  be fair or valid at this time. PAC will not comment further until the investigation has concluded.

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: 20365704
  
  
  
  I am rejecting this response because: they have not executed the contract as per their employee. According to the scheduled call with an employee that I spoke with July.4.2023, they did not translate the documents from French to English as they were supposed to do. The employee said that they are very sorry and they would call me within a week, that never happened. The frustration from all their errors made me start this complaint with ***. 

  I just want my case to be taken care of properly and promptly.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Customer Answer

  Date: 21/08/2023

  Complaint: 20365704
  
  I am rejecting this response because: they have not executed the contract as per their employee. According to the scheduled call with an employee that I spoke with July.4.2023, they did not translate the documents from French to English as they were supposed to do. The employee said that they are very sorry and they would call me within a week, that never happened. The frustration from all their errors made me start this complaint with ***. 

  I just want my case to be taken care of properly and promptly.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 29/08/2023

  Applicant's certified translation was submitted on 26-JUL-2023 and its completion is pending. Applicant was emailed & texted confirmation. There is no merit to the complaint.

  Customer Answer

  Date: 29/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20365704, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:14/06/2023

  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.

  I have started my pardon waiver with them in 2020 and I have paid over $3500 at first they told me around 2000 dollars then every 4 5 months I had big amounts that was being charged. Then for the last 8months which we are in 2023 now no body contact me . I am supposed to be at the very last step of the process and they just ghost me. They are laterally ripping me off. I want my pardon. That organization is absolutely not serious I need help . I am a single father I need my pardon especially for something that happened 19 years ago. I really need your help of ***. That company is just taking money of customers. Please help me

  

  Business Response

  Date: 27/06/2023

  PAC has already contacted the complainant and explained specifically why his allegations are false and invalid. Throughout the life of his file, complainant has been abrupt, rude, and/or offensive in his communication toward the company, resulting in a suspension of his file for breaching the Abuse policy of his signed agreement. This complaint has no merit.

  
  

  Customer Answer

  Date: 27/06/2023

  
  
  Complaint: 20185206
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ****** yes they contacted me but by emails and saying that they worked 24.8hours on my pardon since June 2020. Totally ridiculous 

  

  Business Response

  Date: 28/06/2023

  Similar to almost every other aspect of the file, applicant fails to recall that his file included two (2) applications -- a Pardon & U.S. Waiver. The Waiver application was successfully completed on 21-NOV-2021 with 12.4 service hours logged, and the Pardon is ongoing with over 16 service hours logged. The only "ridiculousness" related to the file is this invalid complaint and the applicant's abusive & ignorant communication throughout. 

  Customer Answer

  Date: 28/06/2023

  
  
  Complaint: 20185206
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ******

  I do not see how saying the word ridiculous is abusive. Like come on

  Customer Answer

  Date: 30/06/2023

  
  
  Complaint: 20185206
  
  
  
  I am rejecting this response because:

  I do not see how saying the word ridiculous is abusive. Like come on

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

  

  Business Response

  Date: 17/07/2023

  Complainant 20185206 can use the normal channels for requesting an update on his file, as I see he has already done and it is in queue. Unfortunately, our primary Client Care employees have refused to work on his file based on his egregious & abusive communication previous – this is slowing things down. We are currently investigating whether to take legal recourse on the matter or what options are available. 
  
  Complainant 20185206 will have to wait it out for a response from PAC or cancel his file.
  
  

  
  

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: 20185206
  
  
  
  I am rejecting this response because:

  Ok  first thing first, you guys have worked 12hours since 2021 on my file which is quite not very good,

  Secondly , calling out a very bad service  is totally normal. Yes I been really mad with that guy by  saying that I start Thinking that pardon application of Canada is  a **** . Yes I swerved but I haven't swerved at him. I haven't made any threats whatsoever so instead of trying to turn the situation around to blame me for that endless 3+ years process can you guys just work on my file so we can all moves on with this endless process. 

  Third.  I am a priority customer, on the website it says Prioty customers will have their update with 24hours or one business day and now you are telling me it's gonna be 10 calendar days which its been 10 calendar days today since i have made the request on July 7 2023. - so again, can you please work on my file so we can All Move On. All I want is my that thing done....

  Thank you

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

  Customer Answer

  Date: 20/07/2023

  
  
  Complaint: 20185206
  
  
  
  I am rejecting this response because:

  
  Hi ,at this point with they way Pardon application of Canada just trying to dodge me and pretending that no one wanna talk to me or work on my file is totally absurd. i had 2 conversion over the winter with a gentleman and a lady, im 100% sure that they wouldnt mind working on my file or talking to me. The client care of Pac just put a block on my file regarding phone calls or sms.  Anyway
  
   I've been sleeping on it and from the way they've been responding to me on your page, i am not expecting anything from them anymore. They ruined my dream of a clean criminal record . I'm just gonna take the refund and try to forget about that company. I got ripped off of just over 3000 dollars IF they really refund 458 dollars to me, which I highly doubt since the incredibly poor service they gave to me . 
  At this point i am just hoping that they wont do what theyve done to me to other cstomers .If you look on reddit and bunch of other website, i am not the only one. All ive got from response from them  since  month of may is beyond ridiculous. Not cause someone have done something stupid when he was youger that he is a liar or a crook. You cannot find more honest than me. Im giving up on my dream of Clean Record.
  

   

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

  

  Business Response

  Date: 20/07/2023

  Applicant once again fails to understand that half of applicant's entire file was already completed. Yet another dramatic & misinformed communication from one of the most ignorant applicants in our company's history, and still, PAC has taken the high road and offered applicant a partial refund of the unused service. Several of our Client Care representatives refused to work on applicant's file. We are ecstatic at the news that we will never have to communicate with this applicant again.

  Customer Answer

  Date: 20/07/2023

  
  
  Complaint: 20185206
  
  
  
  I am rejecting this response because:
  
  You guys amhave 0 compassion , and by the way you replied to me on *** page, you cannot tell.me that you treated me fair or either with professionalism. 

  Secondly, i talked with 2 people last winter and they were more than willing to work on my file, so keep your no-one wants to work on my file for yourself  its like I am arguing with a teenager on this page.  And I am more than happy to never have to deal with your company anymore.  I lost thousands of dollars on you and you dare to be ""ecstatic "" . What a real professional company right there.  Good bye
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:24/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied with this company over a year, ago, and was told if I have priority service it would be less then a year, and that I would have it in 8 months 10 months to the most. So, I paid priority services for this to happen as my place of employment was on the line. This company did nothing on my file for 5-6 months, as I was told on every call i placed to see where the application was told that they were waiting on the police records check. During those calls, and if it is recorded you can produce the tapes, I was informed that they were unstaffed, nothing sent or anything been done. When I actually asked to speak to someone higher, I got a response the paper work wasn't even sent to the police, and they were waiting for a reply. As they sent me a email with the paperwork that was SUPPOSELY gone to the police, and SENT ME THE PAPERS, AS THEY COULDN'T GO TO THE POLICE WITHOUT MY SIGNATURE, so it wasn't sent prior to the five months I was been told that they were waiting as they sent me nothing to sign to send it to the police. I have all photocopies of the paper work that they emailed and sent me in the mail. I dropped it off personally to the local police department and got it back in 15 days. I Then notified them I was sending priority mail and I was informed they didn't care if i sent it that, way and I can wait up to 4 weeks to get it processed, and the next communication if I had with them, which i have still in a text message they were suspending my file . So anyway, I scheduled a call again for the someone to call, me. Now I am told they are going back to the courts, again when the paper work adds up to to the one they sent to the police. They say that there is something different on it, which it ain't. I HAVE ALL PAPER WORK photocopied and I STILL HAVE ALL TEXT MESSAGES AND MESSAGES THAT WERE EMAILED TO ME. I am looking for this to be resolved and the truth actually to be told so i am over a year when i was told 8-10 months for priority services, and yes I called several times on the 5-6 months hold over as I was wondering what the problem was but during this time, told that they were unstaffed, and the solution the paper needed my signature, so what they were waiting on they didn't have sent even because it needed my signature as they kept blaming the local police department, for not replying when the local police department didn't even have the paper work, as they needed my signature to send it. So they lied to me. I AM LOOKING TO HAVE THIS COMPLETED AND TO THE PAROLE BOARD IN 5 DAYS. AS i am well over the time frame i was told, at origional agreement to have this completed.

  

  Business Response

  Date: 25/05/2023

  Applicant's claims are incorrect. The company has in its possession her signed applicant agreement which clearly indicates the estimated timelines & processes to which she now invalidly complains. Unfortunately, throughout the life of her file with PAC, applicant chose to communicate with rudeness & ignorance. Applicant fails to understand basic information provided to her in writing. Further, applicant falsely misrepresented her criminal record (extra criminal convictions were discovered upon PAC's work with the courts and police related to her file), and blames others for her own misunderstanding related to the a process with the RNC. As a final straw, applicant has declined to complete her agreed upon service payment resulting in a breach of the terms & conditions of her signed applicant agreement with the company. PAC has cancelled the file and will be submitting a report to the Parole Board of Canada regarding these circumstances, for their future consideration. The company has no interest in ever working with the applicant again. 

  Customer Answer

  Date: 25/05/2023

  
  
  Complaint: 20099939
  
  
  
  I am rejecting this response because:

  they are continuously informed me they were waiting for the response from the rnc.  When i pushed the issue they sent me the forms and it was only 15 days and it was back to me.  As of yesterday even they sent me a text stating they couldn’t  process my claim when i looked for a call back and the same time this text came in there agent was on the phone with no scheduled call.  also i was only charged with a dui and a breach with i will attach as i was informed by a organization that does pardons and  to not to continue to work with this company and definitely not pay them any more money.  when i get home i will be attaching the documentation they sent to the police to this file and it is exactly as was added to there file.  i also have a screen shot of the text that they couldn’t process a call back with the exact time the agent was on my phone. The text came in the same time as they were calling with  no scheduled call,  as the scheduled call was for the 25th which i have documentation and they called me on the 24th at 11:00 newfoundland time when it was suppose to be the 25th.  i have had a lot of issues with this.  

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

  

  Business Response

  Date: 02/06/2023

  As a courtesy and matter of professionalism, which cannot be said about the applicant, we have mailed all relevant documents in the applicant's file including RCMP verified fingerprints, identification, the court document work PAC completed on applicant's behalf, and the police document(s). We have decided to write-off the applicant's dishonored payment balance because our entire Team has insisted that we never have contact with the applicant again. You can't please everyone... good riddance!

• Initial Complaint

  Date:16/04/2023

  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 started my pardon process over year and a half ago, everything was ok until I lost my job. I received an email saying that my process was stopped due to fail a payment (1 payment) they said quote: it’s funny you stop honouring your payments once we informed you that your process was in the last stage and eas received by the government of Canada. I told them I lost my job, that I was waiting my E. I. To kick so I can continue making my payments. They reply saying that option wasn’t available and they gave me a deadline to pay full amount, otherwise the whole process was to be cancelled and I have to pay the whole thing over again. I told them I can and I had proofs that my E. I. Didn’t go through. I have try several attempts to contact them and they simply don’t answer. I need my pardon done I wanna pay all I need is a little help to finish paying the amount I owe. Is about $650.00 CA please help me out. They brag to have a calcification of A+ with *** but the way I feel they treated me was like they were a collection business. I have paid over $2,000.00 and willing to pay the remanent but they shot the doors in my face. Please help me out.

  

  Business Response

  Date: 25/04/2023

  Applicant stopped paying agreed upon payments and left a dishonored balance of $664.66. Despite this, PAC submitted applicant's file in good faith to the Parole Board of Canada assuming that the client would honour his payment commitment. He did not. Applicant can contact the Parole Board for an update on the submitted application. Applicant has essentially ******* PAC by accepting fully completed service and dishonoring contracted payments. PAC is currently reviewing the option of collections or legal action to recover the dishonored payments. This review is another example of the complete abuse of the complaint system within *** and should be removed. 

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: 19943081
  
  
  
  I am rejecting this response because:
  
  this is the whole point with them. They feel aggravated assuming I’m a *******? That’s disrespectful, specially because I don’t explained  them that I lost my job and I was waiting a resolution from the EI. They literally said that they expect me to pay the full amount I ask them to let me pay slowly. I’m the one who has the interest to get this done. They are sitting whining for the money, and no giving any real options to get this done. They have the nerve to talk and call me *******? That they will start a legal matter for what I owe? Lol isn’t easy to say: start making your payments. They don’t want to give any options? Cuestión is why? And you guys as a *** let this company use your prestige to catch customers attention. Obviously they aren’t as honest as they say. I want to pay I want options. How hard is to just grant that option? 
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 27/04/2023

  The applicant stopped completing payments which were contractually agreed upon. When you stop making payments, the service ceases. The applicant took advantage of a loop hole by accepting the totality of service and refusing to make agreed upon payments. PAC is currently reviewing both collections and legal action to make a claim against the dishonored in funds. In addition, PAC will be submitting a report to the Parole Board of Canada which makes clear the dishonored nature of the applicant's breach of agreement for their consideration. 

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: 19943081
  
  
  
  I am rejecting this response because I have more reasons to believe that Pardons Application of Canada (PAC) have proceed with malicious intentions regarding my process. Is true that I did not honoured my payments I owe them $664.00 I have never refused to pay them I lost my job back on November 2022 and they did not care about my situation and their attitude totally changed so I stopped to be the customer and become as they call me an “*******” they have not open any window for me to make payment arrangements and they bullied me saying if you don’t pay the full amount your process will be terminated and you’ll have to start from 0. Yesterday I did contacted the Parole Board of Canada and ask an update on my application their response was that my package (paperwork) was sent to them (PAC) last January, because was missing the Edmonton Police Check, this make me believe that; yes, they submitted my application, but, send it incomplete knowing they will return it to them. Since I didn’t make my payments they pretend to act in good will by submitting the application, but they new the pardon was not going to be granted or denied (whichever is the PBC decision) to grant or denied the pardon since the documentation was missing a piece of the requirements. I have spoke with 2 different individuals from the Parole Board of Canadá (PBC) one advised me to file a complain because this is not the first time that Pardons Applications of Canada (PAC) process with this behaviour towards their customers. And the second was a supervisor who will try to see if they can directly contact this company and ask for my documentation since all are federal documents I hope for their own sake to still have my documents and resubmit them and I will pay their money or I will go all the way to make a big noise about their dishonest and bullying behaviour. Is funny that they use the *** as a shield or anchor to attract customers when they have 0 ethics. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 29/04/2023

  Pardon Applications of Canada is a service for paying customers only.

• Initial Complaint

  Date:11/10/2022

  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.

  Hi, I started an application with pardons application, Canada in May 2022. I was quoted $920 for a pardon to my surprise after completing five of their steps I received another bill for $1200 after receiving the revised edition of my application, they had also added criminal charges that I have never done, I contacted them via email letting them know I would not pay them any more money than what we had agreed on and also informing them that those charges were not mine. They corrected the criminal charges saying that it was a mistake and then continued to say that I owed them the remainder of $1200 after telling me that I had paid the full amount of $920 in the beginning. a month went by and nothing, till 4:30 in the morning on October 11 I woke up to them withdrawing funds from my **** debit without my consent. When I contacted them to confront them about this, they had said that in a previous email had stated, “that if I did not contact them it would automatically try to take a payment “ . which I have all emails on file in record and nowhere in those emails Does it state that they would come take payment without my consent. I have expressed myself to them in wanting a full refund or completion of my pardon at the $920 that was discussed and no response. This company definitely does not understand full transparency and works of peoples desperation.

  

  Business Response

  Date: 17/10/2022

  Applicant's claims have absolutely no merit. On 31-MAY-2022, applicant solicited and chose to retain the services of PAC to seal his publicly visible criminal record. Applicant was fully informed both by phone and via email immediately following of the total cost which is $920 in PAC service plus Criminal Record Disbursements (CDR) which are clarified down to the penny only once RCMP verified fingerprint results are obtained. PAC duly serviced the file through both fingerprinting, SQ and CPIC analysis phases until ultimately producing the promised CDR report, a thorough, transparent and extremely detailed 18-page document customized precisely for the Applicant which it appears he did not read or understand. A copy of the CDR is attached to this response. The CDR explains the precise final cost required, estimated timeline, and on page 17 clearly indicates in the "Automatic Billing" section that upon Applicant's non-communication to the CDR, the file would automatically advance with payment on 10-OCT-2022. That is precisely what occurred. Applicant must not have read the CDR report, or does not understand it and instead of seeking support in a polite and human manner, Applicant became extremely belligerent and aggressive in both tone and language in his communication, using vulgar language and hurling threats and insults to which there is no justification. Applicant therefore has only himself to blame for his inability to read clear information provided to him, remember clear information explained to him by phone, and to communicate in an adult-like professional manner. As PAC logged 11.6 service hours processing and managing this file, needless to say Applicant's request for a refund is vehemently denied, and in fact, PAC is currently forwarding potentially abusive and harassing communication from Applicant to local authorities for consideration and a potential statement of claim. This is unfortunately one of those clients you'd rather not have -- certainly an extreme minority in an overwhelming community of successful Pardon and/or U.S. Waiver applicants coast to coast.

  Customer Answer

  Date: 20/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because they are not being truthful, i never had a single phone call with them except for the initial call in may and a random call explaining I had missed signing a document , all communication was by email and none was threatening or have a tone lol on email??? I have all the emails saved from day one with this so called company and will share at any time to show their response and how rude and ignorant they were and that my emails where only concerns and let them know I would be going to the rcmp if the situation was not rectified. I was ridiculed and made fun of by them in a email stating “go ahead call the rcmp and the *** *******  and your friends cat we don’t care”. I would like them to refund me the 920 as the pardon was not completed. 
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 20/10/2022

  Applicant's claim is not accurate or transparent and PAC has no further information to offer or provide other than the original response.

  Customer Answer

  Date: 21/10/2022

  
  
  ********** ********
  
  
  
  I am wanting all my paperwork that was sent to them mailed back to me as it stated in my cdr. When you cancel you get all information mailed back, fingerprints from rcmp and anything else that was sent. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 21/10/2022

  The file has not yet been properly cancelled by applicant which can be done via https://dashboard.pardonapplications.ca/cancellation-request-form/. 

  Customer Answer

  Date: 25/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because you can clearly read in the business response at the end of the email my account is canceled. So please have business mail over all information collected on my behalf as states in their cancellation policy.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/10/2022

  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.

  PAC was doing my US waiver.
  
  Which it was stuck on waiting for walkerton court to send information.
  So October 4th I requested update
  They advised me they were last in contact with walkerton in July which they said they working on it no eta.
  I asked PAC to call for update since it’s now October,
  They refused as said they have gone above n beyond already and wanted me to call court.
  I’m paying PAC to do this on my behalf, so I believe they should.. and advised pac I felt they failing me as a client as one email and one phone call over 2 months ago is not going above an beyond, I also said maybe I should tell me 10 million tiktok followers about this lack of service,
  Their response was to suspend communication with me, as me complaining is consider abuse.
  So I called walkerton and I was advised by the counts they sent all information to PAC august 5th
  
  So I submit another request with pac advising them of this and if lost they need to contact Walkerton court to request info again,, which if they followed up sooner they would of known this.
  
  After I submit that to PAC I get the following text:
  : **********: Your file has been temporarily suspended in order to complete for website form abuse investigation.
  I responded with
  “ wow “
  Then they send :
  **********: Your file has been suspended by Legal Compliance to resolve an abuse complaint from Client Care. All work, service & communication will immediately cease until the investigation has concluded.
  
  This all cause I felt they have failed me as a client and stated that fact, which if court sent files as they said, then it was PAC that failed me
  
  I would like PAC to Complete service I’ve been paying for or send me all completed work so I can finish it myself. if they won’t send me file or complete work I would like a refund.
  I’ve attached receipts of conversations and how they blocked my email and where I had to switch email to let them know what walkerton said, then I received the texts

  

  Business Response

  Date: 17/10/2022

  PAC has gone above and beyond for this file and the complaints are without merit. Applicant repeatedly breached the terms & conditions of Applicant's signed agreement, and PAC is fully justified in cancelling the entire file with cause. However, that has not yet been decided. Unfortunately PAC has received multiple complaints from internal Officers in Client Care regarding the Applicant's potentially aggressive and abusive communication and an investigation is forthcoming. Until the investigation is completed, there is not yet a resolution to the file and PAC will not comment further in this regard at this time.

  Customer Answer

  Date: 18/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

   

  as you can see from the attached emails this is what they called abusive action from me when in fact is was just a frustrating client that felt they were not going above and beyond. If they did they would of known the courts sent the files they were waiting  for back in august.if I did not complain they would of never known this, since they refused to do a follow up call with the courts.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 18/10/2022

  There is no validity to the applicant's claim. Processing notes on the file show PAC submitted multiple requests and followed up with Walkerton, ON court on seven (7) occasions (the average file includes 2 follow-ups) in an attempt to achieve a court document resolution. Applicant also fails to recall that the court phase of the file was made even more challenging due to the fact that the Walkerton, ON court confirmed the Applicant had dishonored a court-imposed fine related to Applicant's criminal record, which had to be paid to initiate a 3-year legal wait period which breaches the terms & conditions of Applicant's signed agreement. PAC had full legal authority and right to immediately cancel the file, but chose instead to work with the Applicant on a resolution. Applicant further fails to recollect that despite this breach, PAC worked with the Applicant to pay the fine and continue with the file. The file remains under investigation for potential abusive communication and complaints received by the Client Care department.

  Customer Answer

  Date: 19/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

   

  the imposed fine has absolutely nothing to do with this situation except to try make me look bad,, all communication was great up until I asked for an update recently which you can see in attached email conversation.. no where did you state you contacted courts seven times,, in email from client care you advised me you emailed them once and called them once. Then no follow up with courts since then.. and refused to even when I politely asked..  so yes I was frustrated and demanded you do a follow up call since I was paying you to do this service for me.. again refused ,,  then agai I called walkerton and they advised me then submitted paperwork to you in august , 2 months ago which you would know if you followed up. And then you complete stop communicating with me, blocked my email..  therefore forcing me to communicate throu you this way.

   

  either complete the work I paid for, or send me all completed work you have done and I paid for to me so I can finish it myself. As you have no gone above n beyond,, you are just dragging this on long with this investigation that is clear unjustified,, show receipts where I’ve been abusive to client care ???
  
  
  
  Sincerely,
  
  
  
  ***** *********