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:25/04/2025

  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.

  I filed for a U S Entry waver back in June, 2023. I was charged a processing fee of $1399.99 plus HST , an administrative fee of $79.00 for a total of $1699.00. My first payment of $141.64 was paid June 16th 2023, and I paid them out monthly until August 2024. I made several calls to them over the Fall months, and they kept telling me that they were waiting for Information from the court in St. John’s. I talked to them just after Christmas, and they told me that in must be stuck in the mail somewhere because of the mail strike. I waited until the end of January and called them again, and they told me that they were missing the last two payments and that they couldn’t finish it off til they got the rest of the money. Any, naive as I could be , I authorized them to continue debting my bank account for the remaining payments. Now they are back to telling me that they are still waiting on the court documents from St. John’s. There is a aweful lot of **** being told to me, and I am now beginning to believe that it is all a ****.
  I would like to get my money refunded, so that I can get get another company to do it for me.
  I’ve had two previous entry waivers done by pardons Canada without any problems. These guys snagged me into going with them, cause they told me that they were cheaper, and could get it done quicker. ***** ****.
  Could you please help me?
  I also sent them my fingerprints which cost me $80.00
  I didn’t make a complaint earlier, cause I thought that they were being serious about helping me.

  Business Response

  Date: 21/05/2025

  Hello *******,

  I have reviewed your file and would like to speak with you to discuss.

  I've left you a voice mail if you could kindly call me back at your earliest convenience that would be great.

  Thank you,

  ********

• Initial Complaint

  Date:25/03/2025

  Type:Order 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.

  Contacted Federal Pardon Waiver Services to help submit a Record Suspension Application and assist with process.
  Paid $4155.01 upfront for the work they said they could do.
  I submitted all Police and Record checks forms same week if not same day to ensure all information was given.
  Contacted this business after several months of not hearing anything and was advised "it is with the court". Called back after another 8 months, was told by FPWS 'It is with the court".
  My wife/representative called the courthouses and spoke with court clerks who told her that right after my call to FPWS, there would be a request come through from their office. This indicated that FPWS would only work on the file when my wife called advising there should be no delays with courthouses as we already provided the paperwork. The court clerk for ********* advised my wife that I may need to escalate our situation as she felt we were being misled as to the accuracy of what has been completed on my file. Which was just a few faxes and nothing else. Each time we tried to contact FPWS by phone, there would be no answer, no call back to messages left. We felt as if we were being avoided after we paid. It was obvious when we received a letter by FPWS that one of my criminal reports was expiring, that there really had been no work done on my file and that after 2 years, they have not submitted my application to the parole board.
  I sent a fax, letter and email to Federal Pardon Waiver services on February 27, 2025 asking for a refund as I felt I had been frauded finding out from the courthouses that nothing was done on my file after two years. I have not received any communication from FPWS in receipt of that letter and when I would be expecting my money back.
  My file called FPWS once more on March 20 and it went to voicemail 3 times until Pauline called back asking what she wanted. My wife asked for the refund status in which Pauline advised a manager would call back. No one called back.

  Business Response

  Date: 08/04/2025

  Hello ******,

  It was a pleasure speaking with you and your wife today regarding your file and concerns.

  I'm glad we were able to explain in detail to you all the work that has been done on your file to date, and look forward to contiune to work together to obtain the Granted Pardon.

  Sincerely,

  FPWS Management

  Customer Answer

  Date: 09/04/2025

  
  
  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,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/01/2025

  Type:Order 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.

  I hired this business to help with Rehabilitation waiver and was told the entire process including the decision would take approximately 13 months.
  The company NEVER voluntarily provided updates during the process. I had to contact the company by phone and emails everytime, after months passed, just to get updates and the person who responded was ALWAYS ****, as if I was bothering them. This was a major red flag! After 12 months I contacted them again and finally I received an update, two months later.
  After 14 months, I received an email with an attachment. The email stated my documents were submitted and that it will take an additional more than 18 months to process! I was misled and misinformed by the person who originally took payment from me. * **** ********* ** **** *******. I explained to the woman who took my money that I needed to travel to Canada for job related work and I needed to within the next year. She stated it takes 13 months to get approval. I clearly stated that another company in Canada advertise they can do this within a year but i was convinced the 13 months was standard and the price was reasonable. * *** ****** *** **** *********. I must now hire a attorneys to investigate this ***** and submit request to Travel into Canda for to represent my company.

  Business Response

  Date: 20/01/2025

  Hello ********,

  I apologize for the delay in replying to your message.

  As per our telephone conversation last week this issue had been resolved as a misunderstanding *** *** *** ****** ** ********** **** *********.

  Please let me know if you require any additional assistance from me at this time.

  Sincerely,

  Kristina

  Customer Answer

  Date: 21/01/2025

   
  
  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,
  
  
  
  ******** ********

• Initial Complaint

  Date:13/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** ********** ******** I had contacted FPWS on 4/14/23 in regards to a TRP to enter Canada. At that time, it was suggest by the agent that I also apply for a Criminal Rehabilitation waiver specifically because it would make the TRP application look better. I was then told I would be on a payment plan for the criminal rehabilitation waiver and pay for the TRP over 2 payments. I was also told (without asking) that I can cancel the criminal rehabilitation waiver after 2 months. I was told I HAD to wait until June to cancel, but could cancel after my trip in August if I would like. I was contacted in late April being told I had to pay in full (which I never received a receipt for) although I was supposed to be on a payment plan. When I returned from my trip in august, I inquired about canceling and was told I could not, that “the work had been done”. NONE of this was communicated to me, or I never would have applied in the first place. I received a call early September, where they said they would review the calls. On September 13th I received a call from ******* who reviewed the calls, admitted their policy was not explained clearly to me, told me they got the work done quicker so I should be happy and I could cancel, but would not be issued a refund. The entire point of me asking about canceling AFTER my trip in August was to make sure it would be refunded. ******* told me I should use common sense and should have known that all of the applications were done, so that it’s common sense I would not be refunded (although that is not what I was told). She clearly heard this on the recorded call that she refuses to issue to me, *** **** ** ****** ** **** ** **** **** * ****** **** **** ****** ******* ** ***** *** ** **** * *** *****

  Business Response

  Date: 22/09/2023

  Hello ********,

  As I've already tried to explain to you over the phone, we are not able to issue any refund to you at this time because we have completed both of the applications you have paid for.

  At the time of your initial call with our agent, the TRP was suggested because you had a trip scheduled to come to Canada in August 2023 and the TRP was the only waiver we would have any hope being approved by then, and was even explained to you that there was even a chance that may not be granted in time. Great news is WE did get you the TRP approved right in time for your trip!

  In that same call you told the agent that aside from the cruise you had booked to come to Canada in August, you would also need to be able to enter Canada for work in the future, this is why it was recommended that we also take care of your Criminal Rehabilitation application at the same time. The TRP was only going to be good for one entry.

  Yes when you started the process we gave you the option of paying the fees monthly vs paying upfront, even though we being the process and work on your application right away as if it was paid in full. We offer this option to help make it financially feasible for clients since the process normally can take about 8-10 months to gather all the documents required in order to complete and submit an application for approval. 

  Again great news, your Criminal Rehabilitation application was completed and ready to be submitted in just about 1 month! At that time you were contacted, it was explained to you that your application is now complete so the balance of the payment was due if you wanted us to go ahead and send it to you to be signed so we could send it to the Consulate for approval.

  You agreed to pay the balance owing in May, so we sent you the completed final application. At no point did you mention cancelling the application or not wanting to pay your balance owing.

  I then personally spoke with you on August 11th to give you the great news that we got your TRP approved right in time for your upcoming trip on August 13th. I again, at that point told you it was approved for this one trip, but was stated in your approval that for any trips moving forward the Criminal Rehabilitation was required. That wasn't an issue for you because we had completed your application and were just waiting for you to send back the signed forms. Again in this conversation there was no mention of not wanting the Criminal Rehabilitation anymore.

  We are not almost middle of September and you are calling to request to cancel and receive a refund for an application that was completed and sent to you 4 months ago.

  I'm not sure how else to explain to you that unfortunately we cannot issue any refund at this time.

  If you would like to have us submit your application for approval, please send us back the completed forms at your earliest convenience.

  Thank you,

   

   

   

   

   

   

   

  Customer Answer

  Date: 22/09/2023

  I am rejecting this response because: it was never explained to me that I would not be able to cancel because an application that normally takes 10 months suddenly took one month. It WAS explained to me that I HAD to wait until at least June to cancel, and that I was able to cancel after my trip in August, but that is being ignored. It was admitted to me that the policy was not explained correctly, but yet I’m supposed to just ignore what I was initially told? Every time someone from this company called it was a different person, I shouldn’t need to explain that I may want to cancel to every single person when I was given the information I needed (that was apparently incorrect but I’m not sure how that’s my problem) from the agent I originally worked with. 
  
  
  

• Initial Complaint

  Date:23/08/2023

  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 hired them on may 13 2022, paid the full balance for criminal rehabilitation application to enter Canada. Until this date , they still haven’t even submitted my application, which would be 16 months. And today, they sent me an email that’s telling to sign and send some documents again which include a fingerprint card for fbi record that I sent long time ago. I simply asked why they asked me to send the same stuff over and over again, their reply was basically nonsense, and told me would have someone call me. ***** ******* ***** **** ** ******* they gave me a number to call as well if I had any problem, the numbers wasn’t even reachable.I think they asked me to get the fingerprint cards again because they didn’t do their job on time, the card has expired. Never really complained about the length of time(16 months)they took for preparation to submit the application, but asking me for the things I have sent before is unacceptable. And I don’t know how why they gotta take years to even submit the application, all it needs is to fill out the forms and criminal records. And again , til today they still haven’t even submitted, and just asked me to send the same stuff that I sent long times ago. Please refund me and send me back everything I sent if you’re not capable of the job.

  Business Response

  Date: 22/09/2023

  Hello ******* ****,

  We have reviewed your file and noticed that the main delay was caused by the fact that the missing employment and residential information on your file was sent to an incorrect email (our archive email which is not checked and kept as a backup/reference email). 
  
  In August of 2022 when the FBI search & the court documents were obtained and prepared we requested the missing information from you regarding your addresses and your employment. This information is required as the residential information is used to determine the required state searches. As the information was not provided for over 3 months (which in your case has been provided to the incorrect email) and we know that obtaining all residential and employment information since the age of 18 could be difficult for some people, we had scheduled a follow-up with you in 6 months (in April of 2023), if we had not received anything from you.
  
  The missing information had prevented us from moving to the next step of obtaining the State Search as we needed to confirm all states you have resided in. In April of 2023, we left you a voicemail stating that we still required the missing residential information, but instead of putting your application on hold, we proceeded with the only one state that was already indicated in your file, and if any other state searches will be required we will work it out with you. At the same time, we emailed you the registration form for the state of New York. As you returned the form to us very quickly we were able to move forward with your file.

  
  By the end of May of 2023, we have obtained the NY State Background Check and scheduled an interview with you to have your personal statement written on your behalf. That was completed in June and at that time we contacted you for the missing information again as the next step was to make the final forms which could not be done without all addresses and employment history.

  Once it was communicated to us that the email had been sent to our archives email we retrieved the email and completed your application. 

  
  You are correct, due to the time passed the FBI report, unfortunately, has expired and we have requested a new fingerprint card from you with the final forms. 

  
  As for the number that was provided to you, we have a designated line for the Client Care Department ************** **** **** which is available Monday to Friday 8:00 a.m. to 4:0 p.m. EST.

  However, even if you tried to call outside of business hours or on one of our other lines you should have been transferred to the Client Care Department. 

  
  We understand your concerns and the frustration with the time frame and would like to offer to cover the government submission fee as well as to reimburse you for the cost of the fingerprint card for the new FBI report. Once we have the updated FBI report we will submit your application right away.

  Please contact me directly at * *** *** **** **** *** and let me know how you would like to proceed.

  Thank you,

  Kristina

  Customer Answer

  Date: 22/09/2023

  I am rejecting this response because:i uploaded the screenshot of the email record that’s showing the company asked me to send the forms by replying to the same email address. What do u mean by  it was sent to the incorrect email address? I sent it to the incorrect email address that you provided if that’s really incorrect. So stop blaming everything on me now. All I know is I had done everything that the company asked for, but you didn’t do your work on your end. ***** *** * *** ** ********** ** **** ***** *** *** *** **** ***** ** ******** ******* ** ***** *** **** **** *** ***** **** *** *** *** **** ***** **** *** **** **** ******* ***** *** ***** ** ******** ******** ****** *** ***** ******* ** **** ********* **** **** ****** * **** *** *** ***** **** ** ******
  
  
  

• Initial Complaint

  Date:04/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company in order to see if I needed a pardon to travel to the USA. They assured me that I did in fact need a pardon to cross the border. I went through with it and paid close to $3000 for the pardon and expungement. When I arrived at the border I was denied entry and was told by USA CBP that the USA does not recognize foreign pardons. Needless to say the $3000 I paid was was for nothing *** **** *** **** ** **. They should have told me what I needed was a ***** exemption waiver. This company ** * **** and won’t return my phone calls now. **** **** **** * ****** **** **** ** *** ****** *** **** **** **** ***** **** ********. *** **** ** ** * *** **** **** ***** **** ****** ** ***** * *** ******** **** ******* ** *** ******** ** *** ***** ** *** *** **** ******* *** * ******* **** *** ******** ****** *** *** ******** *** * ******** **** **** **** *** *** *** ****** *** ******

  Business Response

  Date: 08/08/2023

  Hello *****,

  I have tried to reach you directly to discuss your complaint.

  I reviewed your complaint as well as your file and unfortunately we are unable to issue a refund at this time.

  You paid our company to apply for a pardon and expungement and the work for what you paid for was completed.

  I have attached a copy of your Granted Pardon to this reply.

  We also reviewed the recording of your initial conversation with our consultant and in that call you explained that you have traveled to the states in the past and were not turned away or denied entry. 

  Clients typically would not apply for a US Entry Waiver unless they actually had been turned away or denied entry because a waiver is not granted for life, so once you are on the waiver system you will remain on it for life and it can become quite costly.

  As I mentioned we are not able to offer a refund at this time, I would however like to offer a discount on the service of applying for a US Entry Waiver to try and make things right for the misunderstanding on both side.

  Please let me know when the best time to reach you would be to discuss further, alternately you can contact me directly at ***** *********

  Looking forward to speaking with you.

  Customer Answer

  Date: 09/08/2023

  I am rejecting this response because: the company admits they sold me the wrong service and wants to charge me a discounted price for the correct service. ** ** ******* **** ******* ***** ** *******
  
  
  
  
  
  
  

  Business Response

  Date: 16/08/2023

  Hello *****,

  As previously mentioned, when you had contacted us a US Waiver was not required as you had traveled to the US and had not been turned away or denied entry.

  If you had indicted that you had been turned away or denied entry then we would have 100% registered you for a US Entry Waiver.

  Based on information provided by our clients during the initial assessment, we strive to provide the best possible and most financially sound recommendation.

  Therefore the service you choose to proceed with and paid for was a pardon and we successfully got you a granted pardon.

  We are not able to issue a refund at this time.

  Sincerely,

  FPWS

  
  

• Initial Complaint

  Date:22/06/2023

  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 contacted them for their service. They assured me that I would be granted pardon because I was hesitant to give them any money. He assured me several times that I had nothing to worry about and being making my payment. After I paid  they called me and said that he wasn’t correct and that I could only receive a waiver. I said that’s not what I was interested in. I asked for a refund and **** **** ***** ** ******* hung up on *** **** ***. I just want to take the information of paying off my bills and trying the service again in 5 years. *** * ***** ***** *** ******** I didn’t receive any service and paid $260 which I could really use in these hard times. Now I am worried that they will begin charging me automatically because they have my credit card information for the payment schedule.

  Business Response

  Date: 27/06/2023

  Hello *******,

  As per our telephone conversation just a few moments ago, this response is to confirm you have already received the funds back via your credit card company.

  I wished this matter would have been escalated to a manager right away as we would have been happy to resolve this for you without you having to file this complaint as well as contact your credit card company.

  As discussed, please feel free to reach out to me directly once your fines are paid and you are ready to proceed with your waiver application.

  Sincerely,

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

   

• Initial Complaint

  Date:25/04/2023

  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.

  I have been trying to get ahold of someone so I can get an email of the paperwork I need. I got the paperwork wet. It's been about five days and I have called and emailed with no response .
  
  I have already paid multiple hundreds of U.S. dollars and am rather frustrated. They were prompt in answering question before I signed on as a client, but now appear to be exceedingly unavailable.

  Business Response

  Date: 26/04/2023

  Hello *****,

  I apologize you have not had luck reaching anyone from our office with questions and concerns regarding your file.

  I can see you were sending messages to the Chat on our website, and those messages were being forwarded to our Client Care Department who have not yet had a chance to respond to you.

  Your dedicated consultant assigned to your file has since been in contact with you I see and has re sent you all the required documents to continue with your waiver application process.

  Please let me know if there is any further assistance you require at this time, or at any point through the process.

  I can be reached directly at ****** ******** **** ****

  Sincerely,

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

   

   

• Initial Complaint

  Date:15/03/2023

  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’ve called this company several times, and left messages. I’ve gotten zero responses! I’ve sent them an email telling them I wanted to cancel their service due to a back injury. They said I could cancel any time, but they won’t respond to my many requests. So, luckily I used a debit card on sign up, and I’ve canceled my card. So, they can’t get anymore money from my account, but I still want my money returned.

  Business Response

  Date: 24/03/2023

  I called and left a voicemail to call me back and sent an email asking to do the same or to let me
  know when to call him so that I can resolve this for him.

  Customer Answer

  Date: 18/04/2023

  This company told you they resolved my original complaint. You closed it, bc I was waiting on a refund they said they’d refund. * ******** **** **** ******* ***** **** ********* It’s been 2 weeks, and I haven’t received a refund. It shouldn’t take 2 weeks, to put money back on a card.

  Business Response

  Date: 25/04/2023

  We are not able to simply credit the refund back to the client's credit card.  We have created a draft in USD and mailed it to the client.

• Initial Complaint

  Date:02/03/2023

  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 was charged over $1100 well over a year ago to have my criminal record from 12 years ago removed. Upon initial contact they advised me it wasn't guaranteed but the turn over to have removed is less than a year. It has now been over a year and a half and there has been NO update in over 6 months. ***** **** * **** *** ** ****** *** ********* ** ** **** *** ********* *** ***** *** **** **** ****** ******** Every single time I call her suggestion is for me to do the work I have paid them for in an attempt to speed up results. They talk over you, **** *** ***** and don't even let you speak. * ** ******* **** * **** **** ****** *** *** ***** ******* **** **** * ***** ****** Services have not been rendered and they refuse to refund me. They haven't done anything and I've paid them over $1100.00.

  Business Response

  Date: 17/03/2023

  Spoke with the client and tried to explain just how backed up the courts are currently due to the pandemic court clerk hour restrictions that have been put in place, and that I've even gone there in person and written to the Attorney General to do something about alleviating the backlog in the Ontario courts.  He was very upset and frustrated and said that he'll call me back when he's done with his appointment and hopefully more calm to discuss this further. 

  Customer Answer

  Date: 03/10/2023

  I initially contacted this company in 2019 to have an over 10 year old matter removed from my criminal record. They advertised and advised me that at most "similar cases" such as mine are resolved no longer than 1.5 years. It is now October 2023. They took my money and did nothing for over 2 years. I kept calling and they kept giving me the same song and dance. ******* *** ** I advised them I wanted my money back. Then a supervisor contacted me and suggested that I start contacting the courts my self (even though this is what I paid them for). After arguing with the supervisor for a few days I finally took it upon myself to do the very job I had paid them for. Within 1 phone call I was able to do what they weren't in over 2 years...... Finally everything seems to be on track. 3 months ago (ball park) they contacted me again and stated everything was finalized and they were ready to submit my documents to the parole board for review. Somehow there was ********* a new fee I was required to pay of $50.00 at this point in time I had been so fed up with the ***** ************ of everyone working at this company that I just paid it.

  Now as of today I get a call from the ****** person I've talked to at this place. He is telling me that the application is NOW ready to be submitted but I'm required to pay an additional $120?!?!? He tries telling me it's because of the length of time this has taken. However if this company hadn't dropped the ball every single step of my application this could have been done years ago. On top of this I had already been advised 3 months ago they were ready to submit my application. I refuse to pay any more money to this ******** **** ** * company and they need to follow through with their legal obligation to the service I have long already paid for.
  

  Business Response

  Date: 11/10/2023

  Hello ******

  I am not sure why we are receiving this complaint as you and I have already spoke and resolved your issue, but I can respond here as well for you.

  Firstly, as we discussed you did not hire us and begin this process until March 2022, not in 2019.

  We are now in Oct 2023 and your application has been completed and submitted to the Parole Board for approval, so I would say we completed the job in almost the exact time frame you were promised.

  Your application could have even been finished sooner, but there was a delay in dealing with the ****** Court house as you were made aware during the process. Your application was unfortunately one of many that was affected due to the lack of responses we were receiving from the ****** Court house in providing us with records we requested numerous times.

  We made many follow up attempts via phone, email and in person with the court and didn't get anywhere. We went as far as contacting the MP to try and get some help in dealing with this specific court house.

  Once we finally received your records, the final step in the application process was to obtain some additional police checks, which we do not do until we receive the court records because they expire.

  The additional $55.00 you were asked to pay in July 2023 was to cover the additional city police check that had to be done, as our fee only includes the current city you live in. You were not told at that time that your application was completed and was being submitted.

  When you were recently contacted to have the Parole Board Fee paid was because we were ready to submit your application for approval, the Parole Board Fee is a separate fee from what you paid in July.

  After bringing up your frustrations and concerns with the agent you spoke to, your file was brought to me for review.

  I called you right away, we had a conversation, your frustrations were heard and understood and I agreed to cover the Parole Board Fee for you.

  Your application has seen been submitted for approval.

  So again, I'm not quite sure why I am receiving this complaint but please feel free to contact me directly if you have any additional questions or concerns regarding our previous conversation or my response here.