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:02/08/2022

  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.

  This company is a ****, they took my money and only provided half the service. Then after years of no contact (**** **** ******* ***** **** ** ** *** *** **** ***** * *** ** ***** ***** ***** *** ****), they decided to contact me again out of the blue and say they needed $200 to "reactivate" my account as if the account somehow goes inactive. Tell me where $200 goes to reactivate an account. You simply need to begin work, it's not like you need to redo anything, I'm the one who pays for all the application fees anyways.
  
  It says a lot that this company is going through when they try to contact their old applicants and **** them out of more money.

  

  Business Response

  Date: 11/08/2022

  On July 16th 2016 Mr. ****** signed up with AllCleared
  for a Record Suspension application and was sent AllCleared’s Service Agreement
  upon sign-up. The Service Agreement is a two paged document which requires a
  signature on both pages and acts as the contract between both parties to
  proceed with an application for any service provided by AllCleared. This document
  clearly outlines on Page 2, Section 8 "All closed files are subject to a
  minimum $200.00 Re-Activation Fee.” Before AllCleared proceeds with any
  application this document is signed and returned to us by the client.
  At several stages of the application multiple attempts to
  contact the client had to be made to obtain documents needed for the application
  which subsequently delayed the application. On 03/02/2015 the ****** ***** ***** fee was requested from Mr. ******, this is the last document needed before a
  Record Suspension application can be submitted to the ****** *****. Two further
  reminders were sent to Mr. ****** before a response was received from the
  client on 05/12/2015 at which time the client called and stated he needed more
  time to provide the *** fee. On 12/08/2015, following another reminder, the
  client called and again stated he needed more time to provide the *** fee. On 12/15/2015
  the *** fee was received. 9 months passed from the date we initially requested
  the *** fee to the date the *** fee was received. A Record Suspension application
  cannot be submitted to the ****** ***** without the filing fee. To say we “provided
  half a service” is untrue, without certain documentation we cannot move forward
  with an application. This is made clear throughout the application.
  Upon receiving the ****** ***** fee, we submitted the Record
  Suspension to the ****** *****. On 1/29/2016 the Record Suspension application
  was returned to AllCleared from the ****** ***** because the card submitted for
  the *** fee by the client was declined. We emailed Mr. ****** that same day to inform
  him of this, and to request a new card be given for his *** fee. Our system
  shows that seven emails were sent between 1/29/2016 and 9/23/2016 to contact Mr.
  ****** to obtain this fee and re-submit his application to the ****** *****
  before a response was received.
  Mr. ****** re-sent the *** fee to AllCleared on 10/02/2016
  but regrettably due to the amount of time that had passed the Local Police
  Check within the application (which is valid for one year) had expired and so a
  new Local Police check had to be requested. The Local Police Check returned to
  the office showing additional charges which did not show on the client’s RCMP Criminal
  Record. We requested that a letter be written by the client which addressed those
  additional charges, a requirement of the ***, and AllCleared requested the
  necessary court documents from the courthouse. Again, at no point was “half a
  service” provided to Mr. ******, AllCleared was diligent in their follow up
  with both the client and necessary government entities to obtain the documents needed
  for Mr. ******’s application. We received the Court Documents from the Court, and
  forward these to the client to assist him in writing his letter but did not
  receive the letter requested from Mr. ****** explaining the additional charges
  which showed on his Local Police Check. We sent numerous reminders for this document
  and received no reply. On 12/5/2017 a
  No Contact email was sent to Mr. ******, the final line of this email states, “"******* ** *** ******* ********** *** **** *********** ********** *** *********** ** ****** ** ******* *** ********** **** ** ******** *********** **** ** ****** ** ******* ************ ********* ** ** ************* *** **** *** *** **** ** * ****** ******* ** *** **** ****** **** *** ** ****** **** ** ******** **** **** ************** *** ** **** ******* ** ***** **** **** ** **** **** *** **** ** **** ******."
  Our system shows that Mr. ****** opened and read this email twice the day it was sent and twice the following day however did not reply to the email or call the office. 30
  days passed and the file was closed. To revisit the Service Agreement Page 2,
  Section 8 “"All closed files are subject to a minimum $200.00
  Re-Activation Fee.”
  
  While reviewing files Mr. ******’s file was uncovered
  and a member of the Case Management team reached out to see if he wished to
  proceed with the application, but as the file had been closed a reactivation
  fee would be required in order to proceed. While Mr. ******’s application was not completed the
  reason for this was Mr. ******’s failure to provide us with the documents AllCleared
  requested which were imperative to his application being completed. We regret to hear Mr. ****** is unhappy
  with AllCleared, but there is nothing more we could have done at the time due
  to Mr. ******’s failure to respond to our numerous attempts to contact him. Considering Mr. ******'s response to our well-intended email, and as previous correspondence sent to Mr. ****** stated, as of 08/04/2022 the file was closed, documents previously gathered destroyed and we will not be continuing with this file. 

  Customer Answer

  Date: 11/08/2022

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

  It's clear this ********* company attempts to extract every dollar they can out of unsuspecting clients while providing as little service as possible. this is clear by their "terms":

  - $200 reactivation fee
  - $40 admin fee
  - $300 admin fee
  - 180% APR

  Clearly this ***** business felt they could ***** **** ** my money otherwise they wouldn't of emailed me again 8 years after they failed to deliver their service.

  ***** ********* *** ** *** *** ***** **** * ***** **** *** *** **** **** *** ****** ***** ***** ***** ***** *** *** **** *** **** ******** ** ***** ****** and they will fight tooth and nail to not pay anything in return even when services (by their own admission) were not rendered. Shame on them *** ****** ********* ** *******

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

  

  Business Response

  Date: 22/08/2022

  Upon initial sign-up the client advisor aims to be as transparent as possible regarding all aspects of the application. The Service Agreement further outlines all terms and conditions of the application, and as previously stated this Service Agreement requires the client's signature before any application is started with AllCleared. The purpose of the Service Agreement is that no client will be "unsuspecting" of any aspect of the application, because they have read and signed an agreement which covers all terms and conditions prior to beginning the application. The $40 non-sufficient funds fee is charged if a client's payment declines 3 times as AllCleared are then consequently charged, the $300 admin fee is a cancellation fee to ensure AllCleared are still paid for services rendered in the event a client wants to cancel within 3 days of signing the Service Agreement but work has still been done. Mr. ****** has not been asked to pay either of these charges, so their relevance is in question here.
  AllCleared has been in business for 32 years and prides itself on open, clear communication between the company and client. As thoroughly explained in my previous response the application was not finalized due to Mr. ******'s failure to provide us with a document that was critical for his application despite our numerous attempts to contact him. The document requested from Mr. ****** was his personal account of a charge which occurred in 2010, something we could have no way of accessing. This document was requested on 10/18/2016, our system shows that 15 emails were sent between this date and 1/16/2018, including conversations with Mr. ****** explaining exactly what was needed from him. Due to his failure to provide the document required, or respond to the numerous emails sent, the file was subsequently closed and no contact was made by Mr. ****** until 8/2/2022, 43 months after his file was closed due to lack of contact from the client. We trust this is satisfactory. 

  Customer Answer

  Date: 23/08/2022

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

  Services were not rendered, terms of service work both ways, this company doesn't get to charge outrageous fee's for ********** actions and provide no services.

  What this comes down to is, did I receive the service?
  If no, refund the money;
  If yes, keep the money. 

  This company (*** *** **** ** ******** *** ******* ******* *** ******* ***** **** **** **** ******* ** **** **** **********) has clearly laid out that they have not provided the service, therefore, they should refund the money that was paid with the expectation of service. *** **** ********* ** * *********** *** **** ***** **** *** * ********* ***** **** **** ****** ************* ** **** ** ******** ** ***** *********

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

  Forward the refund, and stop ******** people. Shut this place down.

   

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