Complaints

This profile includes complaints for Canada Pardon Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canada Pardon Services

  202 - 1252 Lawrence Ave E North York, ON M3A 1C3

• 

  Canada Pardon Services

  200 - 130 Bridgeland Ave North York, ON M6B 1Z4

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:13/01/2024

  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.

  On July 22' 2022 I contacted the Pardon Canada Services to assist with my pardon and was charged 548.05 to my **** card. They told me that the process would take up to nine months for the process to be completed. When dealing with the business over the phone, it was always hard to get the correct person on the line and the person answering the phone would laugh and snicker. They were extremely unprofessional. The person assigned to my case was a gentleman by the name of John B.. He was not helpful at all. Just to mail out s couple of papers to me took him a month and a half. Needless to say he also failed to send the full correct paperwork and the paperwork therefore was sent it incomplete. A year and a half later I am now dealing directly with the Parole Board and was recently informed that I am still in the beginning stages of the process and have only just completed the screening stage.

  Business Response

  Date: 26/01/2024

  Good day your file was completed and we sent you the local police doc to be signed on 04-17-2023 and the same day **** call you, you confirmed that you received the form 

  you need to do you part in order to sent the final documents to the N.P.B 
  

   

  Customer Answer

  Date: 06/02/2024

  I am rejecting this response because: first of all I have no idea who **** is. The person who was handling my case last was John B. and he no longer works there. The only reason I am now aware of this is because since I made this complaint the company has contacted me and informed me of this also telling me a manager will call me back but of course never did. My paperwork has since been completed and returned directly to the Parole Board. No one from the Pardon services has contacted me since April 2023 to follow up at all and only reached out like I previously stated after I made a complaint with the Better business Bureau. I want a refund for the amount of $548.05 as I previously sent ** ** **********. The Canadian Pardon services did not do any work I ended up completing this on my own and sent directly to the Parole Board.

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

  Business Response

  Date: 25/03/2024

  his request for the refund  was rejected, simply because we did our part of the process and he did not complete the local police check(last step) as been requested.

  he received the email about the last step (been confirmed) and now he is requesting for a refund pretending that we did not do any paperwork for him.

  sorry but i have not idea on how can i explain that we were doing the last step and he redo everything himself from the start. and now he is asking for a refund its not our fault.

  what i can offer him is to do his waiver process for free 

  Customer Answer

  Date: 27/03/2024

  
  
  I am rejecting this response because: in their response allege that they did all necessary paper and waiting on me to do some police /recordcheck, meanwhile all my paperwork has been with the paroleboard for months now which is been completed by me all on my own except for my friend driving me to where i needed to go to have it completed. would also like to point out that when i was dealing with the pardon place and gentleman by the name of john b. he took me a month in half to mail out paperwork that was incomplete. when the manger steve contacted me recently he a first stated there was no such person working by that name and then changed his story saying hes only been there for 5 months.i would appreciated ifyou would handle thia appropriately .                              thanks very much for your help,                                                                               
  *****
  
  Sincerely,
  
  
  
  ***** ************

• Initial Complaint

  Date:03/01/2024

  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 paid 1 096,10$ to Canada Pardon Services on Jan 8th 2022 to get Canada pardon and USA waivers. It has been difficult to reach them from the start until now. They never returned phone call and never respect the delay given when I succeed to talk with someone. Because the limit time of starting legal procedures arrives I am starting this right now to be totaly refunded since 2 years of request not executed yet.

  Business Response

  Date: 03/01/2024

  GOOD DAY 

  Her file was completed and sent to the National Parole baord on 12-13-2023

  best regards 

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair 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 approached this companion in March
  2022 to help me apply for a criminal record suspension. After completing
  all the steps and giving them the complete file where it was to be sent
  to the parole board for review. The company confirmed to me several
  times over the phone that it had been sent. On the other hand, the
  parole board assured me that it had not received any application in my
  name. I expected the company to reimburse me for the approximately $700 I
  had paid them and to return all the documents concerning me in the file
  opened in my name. In addition, damages and interest for the
  unjustified delays and all the stress I have suffered through this
  disappointing situation on a human level. I would like to thank you for
  taking the time to study this request *** ** ******* ** ** **** **** ******** ******* ***** ***** ** ************* ** **********

  Business Response

  Date: 18/12/2023

  GOOD DAY 

  I  just called *** as expected and i gave him the tracking # for his file 

  the final file was submitted on December 13 2023 and the service was completed at this point 

  Best regards 

  Customer Answer

  Date: 20/12/2023

  
  
  I am rejecting this response because:

  Items a tracking ****** **** number. So that means nothing for me. I need  a tracking number from the commission of conditional liberation no ****** **** number.

  Please do the necessary that could resolve this situation. 

  Thank you

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

  Business Response

  Date: 10/01/2024

  Good day ***
  
  There is no tracking # from the National Parole
  Board,
  Your file was sent to the NPB by registered
  mail why I give you the tracking #
  You can call them and confirm that directly
  with them at :
  **** *** **** dial * for
  an agent .

  the service is completed and you are waiting for the final decision (4 pages that s your pardon) 

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because:
  
  I called many times the commission and they confirmed that never received my documents (my file).

  It's the business's responsability to make sure that submitted my file.

  it's why I charged them to do that for me.

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

  Business Response

  Date: 23/01/2024

  i just talk to *** ******* 

  NPB WILL SEND HIM A CONFIRMATION 

  FILE CLOSED 

   

  Customer Answer

  Date: 30/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:14/06/2023

  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 paid this company over a year ago to help file an extremely simple waiver application. They have made multiple mistakes causing months and months of delays, costing me extra money. I finally get my documents (which were all completed with incorrect information!) and was told to go to the Port of Entry nearest to me. Well i called the port to make sure that was still the process because its a long drive from me and this company seems to not have a clue how to actually do this. They informed me that they no longer do paper applications and everything must be done online. (Its been like this since Covid- so no excuse as to why my application wasn't originally filed properly)
  I have repeatedly asked for a manager and for a refund to just complete everything myself because they are awful at their jobs. But of course, nobody calls me back or people pretend to not speak english and hang up. ** *** *** **** *******

  Business Response

  Date: 15/06/2023

  good day,

  we are dealing with the client to solve this matter 

  normally the information that been given to us is what we put in the forms needed.

  regarding the submission after covid is true that not all the customs accept the file (there is online option too) and its up to the client

  thank you 

  Customer Answer

  Date: 15/06/2023

  I am rejecting this response because: 

  Someone called, didn't leave a message. I immediately called back and the receptionist pretended to not understand me, i repeatedly asked for the name of the person who called so i could add to my notes and she refused to give it to me. Just kept repeating "someone will call you back". WHICH THEY NEVER DO!!! 
  

  Leave a message with an extention and a timeframe to reach you. Like a normal business who cares about good communication.

  Sincerely,
  
  
  
  

  Business Response

  Date: 01/08/2023

  good day 
  The last time I called the client I told her that Ms.
  ****** will call her to help her to do the submission online.
  she wants us to provide another service for free
  Ms. ****** did call but no but no answer from the
  client.
  The client did the chargeback at the same time
  we were trying to help her for free 

   for us the problem is solved 

   

   

• Initial Complaint

  Date:18/11/2022

  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.

  Date of transaction was October 25th 2022. I have a 24 year old DUI charge that I just wanted to get a pardon for. I am very busy and decided to have a company do all the leg work for my pardon. I sent in all my information and filled out all the forms they sent me. I paid them $598. They will not return my phone calls *** ** ***** ** ***** *** ** * ***** *********

  Business Response

  Date: 22/11/2022

  good day **** I juste called you at ************

  please call me back at 1************ ext ***

  or direct # *** *** ****, i will be happy to help 

  ***** ***** 
  
   

  Customer Answer

  Date: 14/04/2023

  Date of transaction October 2022 **** ******* ***** ** ********** ****** seeking a pardon. My sentence was a DUI 25 years ago and they told me it would take 6 months to 9 months. They have zero communication and I paid them $548.00. It has been 6 months and they say they haven’t heard back from the courts yet. I asked for my fingerprint information and criminal record check back so I could continue this process on my own. No reply and keep giving me the run around. I spoke to the Government if Canada Pardon services and they told me to do it on my own and it will be done in 6 months since my conviction was so long ago and is a summary conviction. **** ******* ** ******* *** ******** **** ******* * ** *** *** ****** *** ****** **** ** ** ********* **** **** ******* ** *******

  Business Response

  Date: 07/05/2023

  we will contact the client for an update on her pardon asap 

  thank you 

  note that we are available Monday to Friday 9: 30am  to 6pm  

  correct phone # *************

   

  Best Regards 

• Initial Complaint

  Date:24/10/2022

  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.

  I paid three payments from my credit card in the amount of 365.36 to Canada Pardon Services. I went in to the RCMP detachment in *** *** MB and paid 50.00 to give permission for the Canada Pardon Services to search my criminal records on 2021-09-02. Every time I've called I've got nothing but the runaround as to my pardon. I phoned as recent as today, Monday October 24, 2022 and still no answers. Your help would be greatly appreciated if you could resolve this for me.

  Business Response

  Date: 31/10/2022

  good day 

  the file is with the court in Vernon and *** *** MAN, we called them and we are dealing with them to complete their part

  also I called ***** and i explain to him that is not up to us and we are pushing them to finish it 

  thank you 

• Initial Complaint

  Date:21/10/2022

  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 applied for a pardon for ** ******* on May 24 th, 2018 with Canadian Pardon Services in North York, Ontario. I paid an extra $ 332.00 to have it expedited to six months, and when that didn’t come through, * ********* **** ****** *** *** ****** ** *** *** **** ***** ***** I originally paid $994. 44 for the pardon, which they said would take approx. 18 months and it has not went through. I want my money refunded. When we phone, the phone just rings, emails to them, are answered, saying someone will contact you soon, it doesn’t happen.
  Thank you

  Business Response

  Date: 07/11/2022

  Good day 

  we are not responsible for any delay we have contacted all the courts houses involve in this process but we still waiting for a feedback from some of them 

  CI RECEIVED FROM **** ** *****
  CI SENT TO ********, SK
  CI SENT TO **** ******** BC
  CI SENT TO *******, SK
  CI SENT TO ********, AB
  CI SENT TO **********
  CI SENT TO ********, MB

  all we can d in this situation is to call the courts and big them to finish their job and than we will be able to finalize the file 

  i will call ******* in the end of the week for an update 

  best regards 

   

  Customer Answer

  Date: 10/11/2022

  I am rejecting this response because:
  The reason that we are rejecting the response from the Canadian Pardon Services, is because according to the government's  Canadian Parole Board, we were informed that when a person applies for a pardon, they are the only ones  who can grant a person a pardon. It has nothing to do with the courts! The man at the Canadian government parole board says it costs $50.00:to apply for a pardon, not $994.44 like I paid to the Canadian Pardon Services! That is why we want the money refunded back to us!

  Thank you Sincerely, **** ****** ****** *** ******* ******

  Business Response

  Date: 14/11/2022

  in this case the client is confused and the $50 that he is talking about:  is fees for the submission of the final file that we are working on 

  the process is taking time simply because the client has a mot of charges in a different courts 

   

  Customer Answer

  Date: 25/11/2022

  We did send a response to the Canadian Pardon Services after their answer to our last email to them. We accepted their response.