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:09/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged the services of IncorpMaster Canada / Legal Provider is ** ****** ****** ***. of
  16143 - 142 Street NW
  Edmonton AB T6V 0M7
  on Monday February 6, 2023.
  I am interested in the registration of a Professional Corporation ** * ** * *** **** *** *******.
  I paid a premium of over $621.60 over a regular incorporation for them to ensure that the paperwork is appropriate for CPA Alberta.
  It would appear that they are unfamiliar with the current requirements of CPA Alberta. Rather than treating the feedback as a learning opportunity, I was advised by their Team Lead Taylor that " After looking through the documents you have supplied, it appears the articles we sent conform strictly to the requirements of the CPA.
  Please have the articles endorsed by the CPA, or point out any specific issues they have so we can correct them.".
  
  I had provided him with the appropriate form: **************** and later the procedures: ****************
  Both are publically available.
  Furthermore I expressed my concern with their use of unencrypted e-mail to safeguard my information. Despite my e-mail and verbal expression of concern Taylor ignored my offer to use ******** for end to end encryption at my financial expense. This is contrary to the terms and conditions. Additionally, I tried to contact the Privacy Officer at MD Legals Osa A. ###-###-#### only to learn that she is no longer with the company and that Mr. R. is not a lawyer with the Alberta Law Society.
  It is disconcerting that your organization demonstrates that it wants to be involved in the registration of CPA Alberta Professional Corporations and does not handle customer concerns or its own responsibilities.

  Business Response

  Date: 29/01/2024

  Dear ********,

  The customer ******** ********* placed an order #******* with IcorpMaster Canada Inc. on February 6, 2023. It was an Alberta Professional Corporation Package order. On February 8, 2023 our agent George contacted the customer via email and sent him Articles that had to be submitted to CPAA. Once the customer received the endorsement he had to email us a scanned copy. The customer failed to provide a required document, although we sent him a clear instructions how to do it ***** *** ***********. The customer has filed a chargeback. 

  Thank you for your time and consideration,

  Kind regards, 

  Tetiana,

  Marketing Specialist 

  Customer Answer

  Date: 08/02/2024

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

  $621.60 could not be charged back via ********** as it was paid by e-transfer Feb 6, 2023.

  See letter for more information about the dispute handling approach that continues with this ** *** ***** business.

  Thank you ******** and *******,

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

  Business Response

  Date: 20/02/2024

  Dear ********,

  Thank you for reaching out to us and for your recent phone conversation. I appreciate your patience and understanding as we carefully reviewed your case.

  
  After consulting with our Team Lead, it has been determined that we are unable to process a refund in this specific instance. Allow me to provide further context: the work on your behalf has been diligently executed. We furnished you with a valid Articles of Incorporation draft and a legitimate NUANS Search Report, both of which were instrumental in the successful incorporation of your company.

  
  Our dedicated agents invested considerable time and effort in assisting you throughout this process. Regrettably, due to the completion of services rendered, we are unable to accommodate a refund.

  
  I sincerely appreciate your understanding and cooperation. Should you have any additional inquiries or require further clarification, please do not hesitate to contact us.

  
  Thank you for choosing Incorp Pro, where client satisfaction remains our top priority.

  
  Best regards,

  Tetiana

  Customer Answer

  Date: 27/02/2024

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

  1) I have provided you with proof that there was an e-transfer and that my proof of payment was forwarded by me as requested.

  2) I provided the articles of incorporation requested for endorsement by CPA Alberta to your organization.  This is part of the issue that what was provided was not in good form for CPA Alberta.  What was provided initially had no value and was a barrier to obtaining approval / endorsement from CPA Alberta as it was out of date and not reflective of current practice to incorporate.

  3) Yes you did reserve the name ********* ************ *********** on behalf of IncorpMaster Corp (NUANN report).  The value is approx $50 + GST/HST provided you allowed us to use the name of the business we selected.  The value is far exceeded by the hours spent attempting to obtain our name from you.  It took 2+ attempts and the involvement of other parties for you to allow us to have the benefit of the NUANS report

  I ask in addition to the money e-tranfered, and additional $1500 which is a discounted rate for ***** and ******** *********'s time and who are CPAs in good standing with over 20 years experience each.

  You cannot keep money that you have not earned nor claim that you are entitled to being paid for a service that you were refusing to complete.  Further you frustrated the process for us seeking assistance from both ********* ********** and *** **********.  We ended up involving *** ********** in consultation with Alberta Registrar to have you release the name to us.  There is no value to you when you do this.  We agree to use secure means to communicate and then you proceed to ignore our rights by sending unencrypted unsecure e-mail.

  If customers were a priority, then the call logs and e-mails would have been limited and staff that were allowed to assist the customer.  Management demonstrated an unwillingness to address this concern even with the involvement of BBB.  I *** **** *** ****** *** ** ****** ** ** ***** * ********** ********** ****** ******** ** *** ******** ** ** ****** ******** **** **** ******* ********** **** **** ******* **** ******** ******* ** **** ***********

   

   

   

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

• Initial Complaint

  Date:15/09/2022

  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.

  I ordered a 10 day service from this business back on August 9th 2022 for the preparation of a NB Business number and GST number. I had not received the requested product by the 7th of September at which point I requested the order be cancelled and that I receive a refund for the amount I paid, which was $903.90.
  
  I have contacted the vender multiple times since and have yet to receive my money back or any confirmation of the refund. I have also filed a dispute with my credit card provider* * **** *** ******* ** ******** **** **** ******* ***** ** ******* *** ****** ******** ******* ***** ******* ** *** ******* * ******* ** ********* ** ********** **** ******* ** ***** **** ******* ** ********** *** ***** ** ** *********

  Business Response

  Date: 29/01/2024

  Dear ********,

  The customer ******** **** placed an order ****** with IncorpMaster Canada Inc. on the August 9, 2022.  The order was for *** ********* *************. The customer chose a regular queue - 10 business days filing.  Our agent Harjeet contacted the customer within this time period to do the order review and start filing. ******* ***** *** ******** *** *****. We have contacted the customer a few times via phone and email. Unfortunately there was no answer. We sent a second email on September 7, 2022. The customer replied to the email that he would like to proceed with the cancelation of the whole order. We have informed the customer that we would proceed with the cancelation but there might be a cancelation fee of $49 withhold, as our agent already started to work on the order. The customer filed a chargeback with his credit card company. 

  Thank you for your time and consideration, 

  Kind Regards,

  Tetiana,

  Marketing Specialist

  Customer Answer

  Date: 29/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company made zero effort to contact me until I had requested the cancellation.

  I did infact request a charge back, as there was zero resolution from this company. Once they reached out after I requested the cancellation they informed me they would be billing me for legal work which had not taken place and I would only receive a partial refund and I would also be billed the cancellation fee.

   

  This company is 100% fraudulent!
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 30/01/2024

  As was mentioned in the previous letter our company have contacted the customer multiple times via phone and email, we also have a record of it ********* ** *** ****. Unfortunately the customer didn't respond to our emails on time and right away started to demand a cancelation and refund. The customer had to read the Refund Policy of our company prior to  placing an order. We have "Terms and Conditions" section listed on our website which clearly states: " Service fees and applicable government fees are non-refundable. Once we have received the order, our specialists start to process the order and hence we are unable to refund once we have started to process". We were more than glad to provide a refund to the customer. However, a service fee of $49 had to be deducted.