Complaints

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• Initial Complaint

  Date:28/06/2023

  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.

  On August 5, 2022, I received the Biometric Instruction letter. I started searching for a place that could provide that service. And by ********, I was able to find this place :London Fingerprinting Services, located at 450 Central Ave Unit 407 in London, Ontario (N6B 2E8). I requested an appointment and was schedule to go on August 15, 2022, I brought my letter with me and upon arrival I showed them the letter (Biometric Instruction Letter) and ask them if they provide those services. The employee said yes and took my fingerprint and charged me 95$ plus HST (for a total of 107,35$) the indicated that the information will be directly sent to the immigration office and provided me a copy of the fingerprint. I never done Biometric so I assumed that they knew what they were doing since I provided them with the letter, and they confirm that they can do it. I went home. A couple weeks after my wife also received the Biometric Instruction letter asking for her to have it done .We booked another appointment for her at the same place . On September 12, 2022, I went with her, my wife provided them the letter, employee read the letter, then proceed to take her fingerprint, she told her the same thing I was told that the results will be submitted to immigration office directly and gave her a copy. She was also charged 107,35$ after taxes.
  On June 2023, we received a letter from immigration indicated that our H&C application was refused as we did not complete the biometric as instructed. Instead, we obtained **** Records Searches. We were in shock since we were 100% certain we did it. We contacted our lawyer, who advised that indeed it was not the biometric we did but only fingerprint for **** records. We just lost a year waiting for a response and almost 2000$ fee we paid to do this Humanitarian application. On June 22, 2023, we went back to the London Fingerprinting Services office to speak to them. The same employee who did my wife fingerprint was there. When we arrived, we gave her the paper (Biometric Instruction letter) and ask if she can do this for us. She then responded “no, we do not do this here, and proceed to give us the service Ontario Office and said they provide that service only there” then we ask her why in August and September 2022 when we both came, they did it to us. Then she said she remember my wife and apologized saying she did not understand how she miss that and shouldn’t have done it. We ask her how come the mistake was done twice by 2 different employees. At first, she apologized, and asks if we needed our refund. We told her yes; we need a refund as well as a letter indicated that we were mislead so we can send it to immigration service an see if our File can be reopen since it was not our fault. She then started raising her voice and saying we just came without an appointment, and she had to go. She also called her manager and explain what happened and she told us she was going to get back to us. We ask her to call our daughter since she speaks better English. On Monday, June 26, 2023, the same lady called my daughter and said to her she did not make a mistake, she doesn’t remember us or what paper we could have brought, she said it was not her fault that we should have known where to go. My daughter asked her why when we went on June 22, she right the way refuse and said they don’t provide the service but when we went back on August and September 2022, they twice did accept to do it. She started yelling at my daughter threatening to hang up on her cause she wasn’t accepting what she was telling her. My daughter responded to her that she wasn’t going to just accept her explanation if it wasn’t making any sense. My daughter told her we have every right to be upset, explaining that we lost so much and that now our Humanitarian application is closed because of their mistake. The lady refused to listen and told her “I can’t do this; I will have to pass this issue to someone else” then she hanged up.

  Business Response

  Date: 10/07/2023

  We are private fingerprinting company for **** and *** fingerprints. Nowhere on our website does it state we provide biometrics. That is a service provided by Service Canada and their instructions would have stated that. At no time did we receive or read their letter. We were asked to provide **** fingerprints and we provided them.

  If this couple received a letter from Immigration Canada requiring them to get biometrics it would have given them a list of Service Canada locations to attend. Nowhere would it have told them to come to our Fingerprinting office. If they had questions then they had an Immigration lawyer who should have been directing them. We were hired by them to provide an **** fingerprint and we provide the service requested. If they did not require our service this is not our problem, and either the immigration lawyer (who is actually responsible for the immigration application) or their daughter should have directed them to Service Canada.

  We cannot read people's minds and provide them a refund one year later when they suddenly they didnt need our service which we provided in full. It was their responsibility to see biometrics as requested.
  

  FInally the clerk ******* is extremely polite to clients but was yelled at by the daughter of this couple, which is totally uncalled for, and is why she did not continue the call.

  Customer Answer

  Date: 10/07/2023

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

  First the business is lying . The letter was provided to them . And at no point did we just show up there and told the business that we needed  fingerprints services to be done. We went to the business and show them the letter and ask if they provide the service that was on our letter . The business should have just decline and say don’t provide biometric service, instead of saying yes and just provide the wrong service . The business is wrong.

  Also My daughter did not yell at the agent she spoke with on the phone. The agent called and was very rude stating she doesn’t remember us or if we bought the letter my daughter proceed to ask her how did they end up providing the fingerprints and the agent started yelling at my daughter stating she will end the call because she couldn’t provide proper explanation of what happened that day or answer my daughter’s questions.

  I disagree with the business they should refund the money that is the least they could do because when a customer does not know something or is inquiring for a service they don’t provide the right thing for the business to do is to be honest and let the customer know they don’t provide that service  but that is not what they did , they didn’t advise us that this is not a service they could provide instead they decide to do fingerprint and charge us for it knowing very well that is not what we needed or were asking and they did it twice. 

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