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:18/09/2024

  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 open an application with Canadian Pardon Application Services (********************) in March 2024. Since then I have called, emailed, left voicemails, and talked to someone 3 times. But I have never received any information on the status of my application, any documentation, any notification. And I have called about 10 times in September and now I can't even get a hold of a customer service agent. I had to talk call into the *************************** to get someone on the phone. But they weren't able to help me because they aren't in the right department. I told the ** representative about my situation and that I have being paying since March and I haven't received any notification or any updates as to the status of my application. I would like to file a complaint to understand 1. Are they doing anything with my application? Or is this a scam? 2. Provide me an update and as estimate on how much longer it will take to get my pardon 3. If that can't be done. I want my full money back plus more for wasting my time and as a punishment for bad business practices.

  

  Business Response

  Date: 18/09/2024

  Hello ****, 
  
  We spoke with you today and gave you an update on your application. 
  
  We are unsure as to the reason for this complaint.

  Customer Answer

  Date: 18/09/2024

   
  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. I had sent in this complaint early in the morning after trying to get a hold of them again and they had gotten back to me in the afternoon. So I think it was just bad timing. They had called me back after this complaint had been submitted but before it had been processed and actioned. I apologize for the confusion and any inconvenience.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2024

  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 have a Criminal Justice degree that I cannot get a job for due to a DUI 7 years ago, I am also sponsoring a spouse to Canada and need this Pardon, and it has been over 3 years and my application has not been processed. I have paid the fees in full for a police record check, however, they contacted me asking to pay another $349.99 for a new police record check to reflect the 2 addresses I resided in the last 10 years. I requested to "quantify" the file with the address already on file and they keep asking for more money, I call to follow up and they say I do not have a file with them and there is no one by that name who works there. I constantly get tranfered from the "client care department" to the "processing department" and then get hanged up and never hear back from Canadian Pardon Application Services. the elements of willful misconduct, fraud; and negligence are all there and I am requesting a full investigation. 3 years is a long time for a pardon application to be submitted. Either submit my application as it is or refund my money and I will submit it myself. additionally, the parole board fee is $50.00, and they quoted and charged me $600 To conclude, my main concern is not being able to gain employment for the last 3 years due to their negligence, and my lost wages are available upon request. Warmly, Concerned Client

  

  Business Response

  Date: 09/05/2024

  Hello ******, 
  
  Unfortunately, all citizens who require a Pardon must adhere to the rules and regulations set forth by the Parole Board of Canada. 

  
  We do need to run the additional address checks as the application will not be approved if we do not follow the steps set forth by the Parole Board. 
  
  Unfortunately, everyone needs to follow the process set forth and cannot adjust the rules based upon their own personal preferences. 

  Customer Answer

  Date: 15/05/2024

  
  Complaint: 21687420
  
  Canadian Pardon Applications agreed to process my application with the addresses provided as there were no issues to begin with, and since they could not rip me off for the $349,99 as they had planned to, now they want to charge me an extra $225.00 for the “administration fee” although in our agreement contract that amount was “0 dollars”.
  

  Attached are the letters sent to me, with the most recent one stating my application is ready to be submitted, but they want more money, falsely breaching our agreement contract willfully. I have paid the $1260.00 but they continually refuse to submit my application and emotionally and mentally abuse me

  Canadian Pardons Services is a money hungry scheme falsely charging all their clients and ripping them off by coming up with random expenses and defrauding clients.

  I need my application submitted according to the agreement contract ASAP as it has been over 3 years and I can’t apply for professional employment, among other things…

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

  

  Business Response

  Date: 17/05/2024

  Hello, 
  
  Unfortunately, Additional paperwork was needed and everyone has to follow the rules are regulations set out by the Parole Board of Canada. 

  Customer Answer

  Date: 17/05/2024

  
  Complaint: 21687420
  
  I am rejecting this response because: I already paid $1260 to cover everything. You are charging me 175.00 extra for the administration fee to submit it to the parole board. In the contract that was $0.00 dollars, and it included everything.how can you state there was extra paperwork when you have not even submitted it yet to the parole board yet… I am prepared  to go through arbitration at this point.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 21/05/2024

  Hello ******, 
  
  Unfortunately, our paperwork clearly states the Parole Board of Canada's fee is not included in the processing fee. 
  
  Please re-read the paperwork.

  Customer Answer

  Date: 21/05/2024

  
  Complaint: 21687420
  
  Please provide the paperwork stating the parole board fee is not included. Nonetheless, I will pay the $50.00 parole board of Canada fee so we can submit the application… will the application be submitted if the $50.00 fee is paid? I will fight tooth and nail if you try to make me pay extra for anything else not in our agreement contract.

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

• Initial Complaint

  Date:19/01/2024

  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.

  A little over a year ago I started the process of getting a pardon and and entry waiver to the US for a charge I had when I was 18. I am now almost 49. I received an invoice several monyhs ago saying I had paid my bill in full. Then a few days ago a man I have never spoke to Named ****** ***** calls me and says that I need to pay an additional $900 or I can't have my pardon. Obviously I was upset and extremely concerned about this. I contacted my original contact a man named ***** *******. He tells me ya ****** You are paid in full Ill see what is happening. I then get a call from a man (******s superior) ***** ****** who also tells me if I don't pay the $900 then I am not getting my pardon. So I said well then give me my money back because I paid for a service and I want what I paid for. He says no money no pardon. Which is absolutely extortion by definition. Now no one will return my calls or emails. I finally was able to reach ****** again today who tells me find a way to get the money your file is on hold until it is paid. I have already waited over a year. I called the parole board who tells me I could of had this done for $50 through the parole board plus police file fees and fingerprinting. Would costs less than $200. When I brought this up with ****** today he just insulted the parole board and me and said well clearly I am an expert and the guy makes $15.00 an hour and doesn't know what he is talking about. They are supposed to only check addresses from the past 5 years. They are going back as far as 2008 and beyond. Claiming They have to do this work. And I have to pay more money. I am now out $1700 and have no pardon and am in absolute tears!!! I trusted this company and I just want my pardon or my money back. They won't let me speak or give me any clear explanation of what they need the $900 for. Please Please help me, I am sick with this, it has me having chest pains and crying daily! They stole from me and are not doing what they were paid to do. HELP

  

  Business Response

  Date: 22/01/2024

  Hello ******, 

  We have reached out to you multiple times to explain that additional Local Police Record Checks are necessary for your application. 

  
  Unfortunately, although rarely, additional work is needed above and beyond what is included in the original price. 
  
  Please contact ****** ***** at ************** **** *** to resume your application and push this forward. 

  Warm Regards, 

  Customer Answer

  Date: 24/01/2024

  
  Complaint: 21171122
  
  I am rejecting this response because: This is simply not true. Yes they have reached out but give no details as to why they are checking addresses and communities older than 10 years. This is unnecessary and is not a requirement. I have requested details on who and where they need to contact, the communities that were said to me are older than 10 years. My invoice said I was paid in full. They are not doing what they were paid to do. I want my money back. They are holding my application until I pay more money on something that was paid in full. That is extortion and is illegal. I made my agreement with them long ago. I keep requesting my a copy of my file and paperwork and they refuse. I have asked on more than one occasion for a copy of my invoice again and again am ignored. When ****** contacts me he is vague and speaks over me. He and ***** ****** have only said Pay $900 or no Pardon. There is zero details other than we have more work to do. I reached out to the Canadian Parole board on my own twice now and have been informed that **** *** ******** *** That addresses do not need to be checked past ten years and often in situations like mine only 5 years.  When I brought this up they only insulted me and The Person I spoke to at Canadian Parole Board. Saying they know nothing because they make $15.00 an hour which is so ignorant and uncalled for. ***** ****** said that to me. He also told me " well I guess now your an expert on getting Pardons and the process" After learning how easy it is and that I can do it on my own I regret Hiring this company. My Original Contact ***** ******* was great to deal with however now he is not returning emails or phone calls, I can only assume he has been instructed not too. When I spoke with him Right after my first call with ****** He was shocked I was asked to pay more money and said Yes my bill was paid in full and he was looking at my invoice as we spoke. Said he would contact ***** ****** who much like ****** has been nothing but rude and evasive. I just want my file and paperwork back and a refund of what I have paid. I realize they have done some work so would be willing to settle for a 50% refund. But Short of that I will file a small claims suit as well as go to local and social media in regards to this. I have never dealt with such an unprofessional pair of men in my life. I have had one charge in my entire 48 years of life. This is absolutely ludicrous. I carry a Firearms license from the Canadian Government, I am clearly not a criminal and am tired of being treated as one. I was better off just going through life with that minor charge. It never caused me any problems regarding employment or anything else. I only did this pardon because I thought it would make traveling easier and in my final years I would like to travel. However this whole thing went so smoothly when I was dealing with ***** and Then these two ***** and ****** start calling me demanding more money with no explanation. In essence they have stolen my $1700 plus dollars and are holding my application and my money. This is not only unethical but has caused me a great deal of stress both mentally and Physically. This simply is just not right. I want my file and money returned to me. I paid for my prints etc and I want them back or my pardon. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 25/01/2024

  Hello ******, 

  
  As explained previously, there was unfortunately additional paperwork necessary for your file above and beyond the original quoted price. 

  In our industry it is impossible to accurately quote a price for additional work that is required until certain portions of the process have been complete. 

  We apologize for any inconvenience. 

  Warm Regards, 

  Customer Answer

  Date: 25/01/2024

  
  Complaint: 21171122
  
  I am rejecting this response because: Attached is a copy of my last invoice. It was the final payment for the taxes and as you can see it says amount owing is zero! Calling me and telling me I need to provide an extra $900 with no real explanation is ridiculous! They emailed me today and told me now they go back 5 years and it only includes one address. In none of my discussions with ***** ******* and there were many was there ever any mention of I can only have one address or I will be charged for additional ones. I have requested several times for a copy of anything I signed that said I was only allowed one address or that after I made my final payment they would come and ask for more. Of course they don't have it to send me because it doesn't exist. This is a complete scam and they are holding my file. I have requested my file be sent to me immediately. I paid for it and I want it. They clearly are not going to do what they were paid to do, but try and extort another $900 dollars from me. I can contact each of those communities and get the required information myself much cheaper than $900. I can drive the 4 and half hours to 100 mile house that I left in December 2018 and back and it will still cost less than what they are asking for. They should be honoring my Payments and my paid in full and finish my application. The last thing I got from them was to sign some papers and send copies of my drivers license. I signed 5 police record check forms for them. In the letter was NO MENTION of needing to pay money for them. I am currently at work or I would scan it in and send with this response. However I will bring it in and do that tomorrow.  I literally just moved to Peachland on January 1st 2024 I have not even been there a month. It should not even be included since this application was started over a year ago!  Oh and West Kelowna, Westbank & Peachland all are out of the same detachment in West Kelowna. Had someone picked up the phone and called or even googled it they would see that. 

   I believe the woman who sent me that invoice was named *****, I could be wrong but her email to me and I am sure they can access the accounting department to view the emails she says that I am paid in full and do not owe anything. 

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

• Initial Complaint

  Date:17/07/2023

  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 started a USA waiver entry application on march 4/2022 it’s been more then 16 months they don’t even contact me back final after 16 months they sent a email saying me application was completed and was sending it it’s been 6 weeks a still no application in the mail it took me over 3 weeks to get a hold of them for a return call they called me on July 17/2023 saying the application was mailed out and it’s not there probably I never received it they said we have to redo the hole application again they took all the payments now they tell me this after 6 weeks waiting I have to redo finger prints again and send to them it’s been a joke from the beginning all they wanted was money it’s a **** and they are good liers I need tote help to get my money back or finish what they started I spent over $2000.00 so far and when she final called me she was very rude to me and never gave me a explanation why it took so long and my application was mailed out and it’s not her fault that ****** **** lost my application I need your help please my husband got cancer and he is in remission right now so I was trying to take him to the USA for a family vacation with are grandchildren before something happens so I got the Canadian pardon application involved to help us get it faster they assured us it would be better for them to do then us to t will be faster but that’s not true we been waiting 16 months already I would like to try to get my money back from them I think they really didn’t even do the application it was all a lie from the beginning just to take are money please help me ok thank you ********* *******

  

  Business Response

  Date: 18/07/2023

  Hello ******, 

  
  We are willing to re-do the application at no-cost. 
  
  Unfortunately, we cannot assume responsibility for ****** **** if they lose mail. 

  All that would need to be re-done is your fingerprints and we can re-do the application. 

  Warm Regards, 

  Customer Answer

  Date: 24/07/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20333033, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:12/07/2023

  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.

  IN January of this year I verbally entered into an agreement with Canadian Pardon Application Serices for a US ENTERY WAIVER. The representative ******* ******** at *** *** took my application over the phone. Before we proceeded I adamantly told him my story and said I need this done ASAP. He proceeded to ell me that they have had some luck with the WAIVERS and I should expect my US ENTRY WAIVER in 3-4 months. I wanted it sooner but I understand it is out of their hands once submitted to Homeland Security for approval. Furthermore I asked to be put on a payment plan. This too was agreed upon. However, I stated that this payment plan will not hinder the completion of the WAIVER and I will get it as soon as it is in their office. ******* ******** assured me that I would receive my waiver as soon as they get it. This was reiterated on many phone calls with ******* which included one long conversations as to the upmost importance that I get this ASAP. He assured me every time. To paraphrase; You will get your US Entry Waiver as soon as we get it and you continue to pay until the Total amount is paid in full which is $900. Afte 4 months past, now , When I finally wrote to them, they informed me that I WILL NOT RECEIVE MY US ENTERY WAIVER UNTIL THE BILL IS PAID IN FULL. This by no means was the agreement I entered into. I Emphatically asked if the phone calls are recorded and to go back and review the conversation, stipulations and the agreement ******* ******** and I came to the meetings of the minds. I am on a payment plan because I cannot afford to pay them in full. This, in no way, was this discussed. They told me this is policy and I was ridiculous to think otherwise and nobody does business ike that. I proceeded to to give them two strong examples. I said Do you drive a car? Do you own a home? Doyon make payments? Does the dealership not let you take the car and dive it? Live in a house without paying for it in full? Still waiting. This isn't fair. Hung up on.

  

  Business Response

  Date: 13/07/2023

  Hello , 
  
  Your US Entry Waiver application will be completed once the applicable fee's are paid. 

  Warm Regards, 

  

  Business Response

  Date: 13/07/2023

  Hello , 
  
  Your US Entry Waiver application will be completed once the applicable fee's are paid. 

  Warm Regards, 

  

  Business Response

  Date: 13/07/2023

  Hello , 
  
  Your US Entry Waiver application will be completed once the applicable fee's are paid. 

  Warm Regards, 

  Customer Answer

  Date: 26/07/2023

  
  Complaint: 20312848
  
  I am rejecting this response because:

  Back in January I entered into an agreement with ***** Canadian pardons application services for a US entry waiver. I spoke repeatedly with a gentleman by the name of ******* ********. I believe his extension was 195 stating very clearly what I needed and required from them. In my explanation, I clearly outlined the fact that I needed my entry waiver sooner rather than later however, I did not have the funds to pay in full. I was told on more than one occasion by ******* ********, that this is not a hindrance to receiving your US entry waiver. He indicated to me more than once that they’ve had our string of good luck, and that we’ve had responses within 3 to 4 months. I responded. Great that’s perfect. I can deal with that. He did say however that once it’s out of their hands at homeland security to review, and except which shouldn’t be a problem to accept a US entry waiver at standard procedure, that he doesn’t guarantee the three or four months. My response to that was of course I understand once it’s out of your hands but at least that gives me a fair timeline because I can deal with three or four months six months. We also both ******* and I made it very clear that as soon as the US entry waiver is in, I will get a notification and I will receive my US entry waiver and again it does. It will continue to make payments until the total bill of $900 is paid in full . I agree to that. So once again went through the application process did all the external work, which is still a dispute because in their own outline getting a criminal background check from RCMP was supposed to be included. However, I paid $50 out-of-pocket expense, regardless of that, it was very clear because it was mentioned on more than one phone call more than one occasion that I’ll fill out the application. Go through all the external work that needs to be done and the application and all the collaterals would be sent off the whole month security ASAP and I would receive my US entry waiver in the same fashion. After the four month mark pet passed I started to call and ask ******* ******** was still there at the time he assured me he would get back to me and that was the last I heard of him after making more phone calls wondering what’s going on, I ended up speaking with, another woman who later told me that the policy is you pay in full and you get your US entry waiver. I strongly disagreed because that’s not the parameters that I entered into this agreement. ******* ********, who works for your company, set a set the parameters and I agree to them , that’s how we proceeded to do business together. I called her more than once and I am the one who suggested if phone calls are being recorded at your business, go back to the tapes, because there are many phone calls that I had with ******* ******** before I entered into the process as a matter of fact, there were lengthy phone calls up to an hour, twice of telling him my entire complete story which was probably unnecessary, but it was nice to lay it out so he understood the urgency and the desperation for this US entry waiver. This woman, by the name of ******* ******, has represented herself into departments of this Canadian pardons application services company. Either she has a twin or they’re playing games at that company because it was the exact same woman with the exact same voice representing yourself. It was two different names because I was calling to complain about ******* ****** hanging up on me, and not taken into consideration my situation. The same brushoff response I got from them when ******* ****** hung up on me is the same response. They gave the ****** ******** ****** to brush you off as well.
  
  This email is to state that their answer to both you and me is unsatisfactory. All that I’m asking for is that the agreement is honored nothing more nothing less. I’m not asking for any thing free. I’m not asking for anything exceptional. Just what are the agreement that I entered into. I cannot afford to pay the $900 in full which ******* ****** by the way disputes she says it’s $900 plus tax, and once again, not what I agreed upon ******* ******** gave me some sort of discount and it was $900 in full all I’m asking is that the agreement be honored and that if the US entry waiver which should be granted  be back by now, be released to me so I can enter the US. 
  
  With what I feel is playing games with peoples lives, they have caused me financial hardship along with this inconsistency that they have I have tried to reach out to ******* ********. This is only speculation, but I understand that he is he has been fired because they won’t let me speak to him nor will they put them on on a three-way call, because ******* ******** can concur everything. I know he’s a salesman for the company or maybe used to be, however, like I mentioned, I’ve been did his ear at least twice on the phone, explaining my whole situation for over an hour each on top of all the other calls with questions that I had so this was not just a one phone call and a misunderstanding, I called numerous times, and it was made clear. That’s why I proceeded with this company, because again just to summarize, I was supposed to have my US entry waiver and continue to make payments until the bill is paid in full, but I get my US entry waiver when it when it arrives and it should’ve arrived by now.
  
  In conclusion, all I’m asking for is that the agreement be honored and that if that US entry waiver is sitting on someone’s desk that I receive it so I can get into the United States.

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

  

  Business Response

  Date: 26/07/2023

  Hello ********, 
  
  Not a problem. Once the processing fee's are paid your US Entry Waiver will be completed. 

  Warm Regards, 

  Customer Answer

  Date: 27/07/2023

  
  Complaint: 20312848
  
  I am rejecting this response because:

  As I have stated over and over again, this is not the agreement that I entered into. The response makes no sense; “not a problem”. I didn’t ask anything to warrant this response.

  The response is completely unsatisfactory to the agreement made with ******* ******** back in January. They gained my trust and my business by lying to me. I know ******* ******** coresponded with his superior(s),  ecause when we were negotiating for the final price, it was a “promotion” and he had to get the discount authorized. Which would indicate to me that they were privy to the entire situation for the beginning.I was, and still am for that matter, in a dire and desperate situation. This US Entry Waiver lies heavily on my life’s situation.

  This rejected response is a broken record, like they (Canadian Pardon Application Services) don’t hear anything I tell them. It looks like they are doing the same to you, the ****** ******** ******.

  They continue to take $51.00 out of my account on an auto debit system, and not delivering what was promised and agreed upon.

  Once again, all that I am asking for is that they release my US Entry Waiver as agreed upon, and I will gladly continue to make the payments until the $900.00 is paid in full. 

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

  

  Business Response

  Date: 28/07/2023

  Hello *******, 
  
  Not a problem. Once the processing fee's are paid we will send out your US Entry Waiver. 

  Warm Regards, 

  Customer Answer

  Date: 28/07/2023

  
  Complaint: 20312848
  
  I am rejecting this response because: 

   

  By their own admission, they are withholding my IUS Entry Waiver against any and all agreements made from the beginning with their representative ******* ********.

  It is not what we agreed upon. I entered into a different agreement. A false and misleading, and quite frankly a blatant lie to gain my trust and my business.

  I want what was discussed and agreed upon.

   

  I want them to honor the original agreement.

  Period.

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

• Initial Complaint

  Date:29/05/2023

  Type:Product 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.

  Monday, May 29, 2023 I approached Canadian Pardon Application Services back in and near the end of April 2023 to acquire their services for an ' Entry Waiver ' and paid a $200.00 CAD down payment fee to start the process. They in turn mailed and emailed the processing forms including finger print requirements to me. I then went to a 3rd party fingerprint service (****** *******) in Kingston, ON as directed by the RCMP and had my prints done. While there, the print person indicated that ' Canadian Pardon Application Services' wasn't even in their data base of scores upon scores of companies and found that unusual. That in turn set off alarm bells to me that he didn't recognize this company and I then investigated them online further. I couldn't find any reference to the ***, ********, or testimonials albeit feedback on their primary web site. I found all that suspect and then looked up 'Canadian Pardon Application Services' directly on ** and discovered a vast majority of negative comments about this company, some of those comments claiming the company carries out fraudulent behaviour, shuts down communication when you try to reach out to them, emails are ignored and erroneous or fraudulent billing practises incurred. It was then I decided immediately to cancel any further services from then and notified ***** ******* and ******* ****** via Phone and Email (beginning May 10 2023) that their services were no longer required. ***** did even ask why I declined further service in the email but acknowledged the email and said he'd pass that information albeit my request along to their processing dept. ******* ****** then called me at some point a couple days later and insisted on an explanation as to my no longer requiring or wanting the services of their company 'Canadian Pardon Application Service'. After some initial reluctance I then told her my reasons as laid out here in this missive. On Sunday May 28.2023 I received a bill for $422.25 via 2 emails and two texts, yet no one responds to my emails nor numerous attempted phone calls on all their various lines and extensions. Further when my girlfriend calls, she can get through to a direct number (************), but I appear to now be blocked on that number. The very tactics folks on the ******** were complaining of. I feel I'm being defrauded by this company via their behaviour and billing practices and wish resolution as soon as possible. I do not wish my good credit rating disturbed to the billing and collection tactics of this company, 'Canadian Pardon Application Services'.. Please assist. Thank You Regards ******* **** ******* ********************* ************

  

  Business Response

  Date: 29/05/2023

  Hello *******, 

  It is unfortunate that due to other influences you have lost trust in our company as we are federally incorporated across Canada working with the Courts, Police, and various government agencies to ensure a completed application.
  
  Your file was cancelled upon your request and all billing was stopped on the same day. 
  
  We are unsure of your statements above alleging falsehoods however your file is now cancelled and our business concluded. 

  We wish you the best of luck on receiving your US Entry Waiver to gain access to the United States despite the legal issues. 

  Warm Regards, 

  Customer Answer

  Date: 29/05/2023

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

  One exception, the included pdf file  indicates that I was in fact invoiced dated  just yesterday May 28 2023. It was May 10 2023 when I requested cancellation of services from the company.

  That aside, I have reviewed the response made by the business in reference to complaint ID 20116375, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:28/03/2023

  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.

  2022 10/29th $2500.00 Then they took $500.00 more after i payed the 2500.00 in full They will not call me back or take my emails i do not know what to do at this time

  

  Business Response

  Date: 12/04/2023

  Hello ****, 

  
  We have your file and are waiting to complete the file. 

  
  However, you have not fulfilled any of your responsibilities in regards to having your fingerprints taken, consent form sent in , and client information form sent in. 

  
  Please fulfill your responsibilities so that we may complete your application as you have been told numerous times to send in the information. 

   

  Warm Regards, 

• Initial Complaint

  Date:14/03/2023

  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 called the company about a US entry waver. Spoke to a person regarding this and decided to pay in full. I have been working 70 hours a week so when I have time I work on a bit of the paperwork. Last week I discovered an new unauthorized charge on my credit card from them . No email regarding said charge . So I called the company . The voice mail stated leave your name, file #and phone number and they would return my call in 24 hours I've left multiple messages and no one had returned my call . Now I'd like them to return my money ill find another service.

  

  Business Response

  Date: 15/03/2023

  Hello ****, 

   

  Please send us back the required documentation as soon as possible so we may complete your US Entry Waiver Application. 
  
  It has been 7 months since opening your file and we have yet to receive your consent form, client information form and fingerprint results. 

  Unfortunately, you would not be eligible for a refund after this length of time. 

  However, we are ready to complete your application as soon as we receive the above mentioned documentation. 

   

  Warm Regards, 

  Customer Answer

  Date: 17/03/2023

  
  Complaint: 19595038
  
  I am rejecting this response because:

  
  I'd like  to further this file.  I was disputing the new  fee they took from my credit card with no notice or invoice and the fact that they will not return my repeated calls on this matter  . This fact makes me worried to further dealings with 6his company . I want a return call at least explaining  these new charges after paying  for my waver in full at the start 

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

  

  Business Response

  Date: 17/03/2023

  Hello ****, 

   

  Someone will reach out to you shortly. 

  
  Warm Regards, 

   

• Initial Complaint

  Date:24/02/2023

  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.

  Paid $200 deposit for a service on Feb 16th to get pardon and waiver & decided not to go with the service so contacted them on Feb 17th telling them we decided not to go with it. They keep beating around the bush in regards to the refund. No contract or paper was signed.

  

  Business Response

  Date: 27/02/2023

  Hello *****, 

   

  A refund has been issued please be patient as it will post to your account within 3-5 business days. 

   

  Warm Regards, 

• Initial Complaint

  Date:17/01/2023

  Type:Product 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.

  On Oct 1 2022 I started my file with Canada Pardon and Application Services. With ******* ******. I put $50 down to start my file and agreed to pay monthly installments. ******* assured me that whenever I had a question she would be available to help me. She was very endearing on our first conversation so I decided to go with this company because I liked the fact that I could contact ******* when I had a question and she would be there to help and assured me she would be available to help me. I decided to go with this company over my attorney because ******* told me “they do the exact same thing my attorney would do so why not go for the lower price option” I was sold. Fast forward to Jan 2023 I cannot get ******* to email me or call me no matter of many messages I leave. I one day was told a ******* ****** would be helping me and to be totally honest if she was who I spoke to originally I would not have gone with this company and would have moved on immediately. ******* doesn’t explain things well I almost have to push answers out of her and she stays silent on the phone with an overall customer service of 0.5/10. When I have left her messages she calls almost a week later. On one occasion she called when I was out and the phone was totally muffled and I didn’t hear what she was saying so I asked that she email me in writing what she was trying to tell me but I never received an email from her. Later that day I wrote ******* ****** an email explaining I did not hear from ******* and shortly after the front desk emailed me saying I needed to complete more steps I was not aware of but it was too difficult for ******* to tell me? ******* would not email me that information and to be honest I’m not sure if ******* can spell because she never emails me only calls out of the blue at her leisure when I’m not expecting her. They have not explained in writing what steps I will need to complete for this waiver I’m in the dark and not quite sure what the next steps are because I have nothing in writing and they won’t give me anything and when I speak to ******* she gives me the bare minimum and doesn’t explain anything well and nobody calls me back in a decent time frame and the customer service is a total nightmare. These people are the absolute worst headache and misery I’ve ever had to deal with in my life. I have paid my waiver in full as of January 5, 2023 and I still am receiving no help at all no CLEAR direction and they are not available and have never answered the phone only when it was time to get money that was the only time they respond promptly. Reply Forward

  

  Business Response

  Date: 18/01/2023

  Hello *****, 

   

  The US Entry Waiver application usually takes 8-10months to complete.
  
  
  We send all clients a client information package with the steps to the process. All that needs to be done on your end is send back the consent form , client information form and have your fingerprints taken. 
  
  
  You sent us back these documents so please be patient while we work on the file until it is completed. It has only been 3 months since opening the file which is extremely fast considering the usual timeline. 
  
  
  The only next steps are to prepare the necessary documentation on your end for the US Entry Waiver.
  
  
  Therefore, an E-mail has been sent to you with instructions. 
  
  
  We will keep you updated as to the status of your file as it progresses. 
  

  Customer Answer

  Date: 18/01/2023

  
  Complaint: 18824158
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

   

  I was told the file would not take 8-10 months for me because o do not have a criminal record. On January 12th I was given an email by front desk saying,
  Good Afternoon *****,
  This is to inform you that your file is nearing completion and will be mailed out to you shortly. I have completed my application in full including fingerprints that were received by your office on Nov 3, 2022. I paid my waiver in full as of Jan 5, 2023 because ******* ****** told me it would speed up my application and because I do not have a criminal record it would be a fairly quick process for me. 
  
  
  The trouble I’m having is I have asked for in writing (several times) the remaining things I will have to do on my end after I receive the paperwork in the mail ( I have no idea what I’m being sent by your office in the mail that is so important and again due to the lack of effective communication) I do not understand what is being sent to me #1. 
  
  
  Secondly, I want to be prepared a head of time and understand what I have to do moving forward and what steps will be taken between myself and your office to complete this file. I do not want to be guessing which is what I’m doing now and I’m not comfortable with that. Every time I have called I feel ignored. Apparently my conversation with ******* when I signed up that she was going to be the person I would correspond with  has changed she led me to believe that she was the person that would be helping me throughout this process. Then it changed unexpectedly to ******* ****** who calls me at her leisure sometimes a week later after I message her and I’ve begged her to send me things in writing via email but she insists on calling when she likes in a not so reasonable time frame and has not explained to me what Ive been asking her for weeks now she just won’t do it. The lack of effective communication at that office is very upsetting and I certainly do not have time to do this writing back and fourth but I’m not happy with the communication I’ve received and do not understand why ******* has never responded to me again even though she assured me when she was signing me up that she would be available anytime I needed her and secondly why ******* will not send me an email explaining what I and your office will be doing next now that I’ve submitted everything including money.  What are my next steps how does the process look after I receive “that document” in the mail. I’m really not asking for anybody to write me a novel I’m asking for information since I paid your company $1219.00 and what I want is to know the rest of the steps I need to take and your office needs to take to complete the process. I feel like I cannot be anymore clearer on my request and why I have to even ask more than once. 

  

  Business Response

  Date: 18/01/2023

  Hello *****, 

  
  
  An Email has been sent with the documents to prepare on your end for the US Entry Waiver. 

  
  Please prepare the documents and we will notify you when your application is completed. 

   

  Warm Regards,

  Customer Answer

  Date: 20/01/2023

  
  Complaint: 18824158
  
  I am rejecting this response because:

  I have filed a complaint with Canada Pardons Application Services and even after filing a complaint they are still not answering my questions. They are giving me the run around and mentioning information that does not pertain to me because I have already completed and submitted my application for my USA waiver, paid in full amount and I’ve given my fingerprints from the RCMP office which shows I have no criminal record thus allowing for the application to be quick and for them to even mention this part of the process is bewildering.

   

  I am asking for an email to explain what my next steps are in the process now that I have ????finished my application. If they make my application process last between 8-10 months that is not what they told me when I signed up with them. I will not be able to see my husband because of these people and they are not BEING HONEST. I would have NEVER signed up with them and would have stuck to the company I originally used *** **** ******* because the process is not 8-10 months with them. I  spoke to ******* ****** specifically when I signed up about this matter when I signed up and she assured me I would have my paperwork by February because I did not have a criminal record. I’m very worried because they all seem like a bunch of baboons with zero customer service skills and a bunch of liars to top off. The fact that they are not explaining things to me CLEARLY and are making me go through this trouble even to complain is disturbing and they are not being fair to me a paying customer especially because this is not what they sold me on when I signed up with this nightmare place. My question to you is what do I do from here. I’m completely not understanding these people because they are not being CLEAR with me at all in fact they are confusing me because they are not being direct. If they make my waiver take longer than told when I signed up and if they compromise my time I will be contacting an attorney to deal with this because as of now they have left me very much not trusting them because of how they are doing business. 

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

  

  Business Response

  Date: 20/01/2023

  Hello *****, 

   

  It has been 3 months since we started your application. 

   

  An Email has been sent with the documents to prepare while we finish your application. 

   

  Your application will be complete well before the 8-10 month timeline given. 

   

  Nothing more needs to be done on your end.

   

  Warm Regards, 

  Customer Answer

  Date: 26/01/2023

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18824158, and find that this resolution is satisfactory to me should there be any other issues moving forward I will re-open the case as advised.
  
  Sincerely,
  
  ***** *********