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: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 paid them for the service of assisting me with a pardon.
  They began the process in February of 2022
  The last update I had from them is that they are waiting for paperwork from the court.
  This has been since July of 2022.
  
  My most recent request for an update on about February 28th, went unanswered.
  I followed this up with an e-mail about 2 weeks later.
  
  Also unanswered.
  
  They do not answer their phone and say to contact them through e-mail or on the web.
  
  It has been almost 9 months of 'waiting for court documents' This is unacceptable.
  
  When I complain about it, they either say I should have paid for the upgraded service or that it is not their fault.

  

  Business Response

  Date: 28/03/2023

  There's no validity to the complaint. Applicant's criminal record has dispositions with courts that are backlogged. PAC has gone above and beyond in attempt to acquire certified court records from the courts. Applicant can call the courts himself and find out the same information. Further, applicant's complaint that he cannot reach client support is absurd. Client Care completes dozens of scheduled phone appointment calls every day and all applicant has to do is schedule a phone appointment on the website, like every other applicant across Canada. This complaint is akin to getting upset at your mailman because a letter has not arrived. 

  Customer Answer

  Date: 03/04/2023

  
  
  Complaint: 19601847
  
  
  
  I am rejecting this response because:
  
  Look at their response.
  Instead of taking any responsibility, even saying they will look in to it, the person responding is just flat out rude.
  
  Worse yet, instead of actually doing any work, they have 'put my file on hold' while they investigate whether they can even do any work.

   

  Again, it has been more than a year ago since I started this process, which is supposed to only take one year, and they have barely move it forward beyond the beginning stages.
  

  
  I very much regret engaging this company and would implore the *** to get them to complete their work as promised.
  They regularly toute a *** ****** ******** rating throughout their media and should live up to not just the letter of that claim but also the spirit.
  
  Look at the aggressive and borderline insulting nature of his response. They finger point instead of simply providing an update and moving the process forward.
  
  My complaint asks that they complete the job as promised.  And instead of doing so, they look for ways to get out of doing so.
  Surely simply doing the job would be less hassle than going through this process.

  
  I ask that the *** have them complete the job they have been paid for, as they promised, in a timely manor.  
  

  I understand courts can be slow.  However, their claim is that the court has not produced the document they requested.  In 9 months.  Does this seem legitimate?  
  I was quiet patient for 2 months.  3 months.  At 5 months, I began to get frustrated, as anyone would.  This is 9 months.

  Again, instead of pursuing completing the job, they finger point.  

  Can you imagine how this person would respond if they were told their car should be ready in a month but 6 months later, the car still isn't ready.  In fact, the business no longer even responds to update requests?

  How would this person respond if they were told, we're the best, look at our *** rating, you can trust us, we'll take care of you.  And you cannot even get them to respond to an e-mail, after waiting an excessive amount of time.

   

   

   Sincerely,

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

  

  Business Response

  Date: 07/06/2023

  Applicant's complaint is tragically ignorant -- some courts in Canada are taking 2 years or longer to produce certified results. Applicant's criminal record contains a disposition at precisely one of these courts. Filing a complaint about a service that relies on a backlogged court to do its job is akin to blaming your mailman when a bill arrives. We do not invest even a moment's concern on these type of misdirected complaints, choosing instead to remain focused on successfully serving & completing 1.2Million files & inquiries with a 96%+ approval rate just as we've done since 2011. 

  Customer Answer

  Date: 08/06/2023

  
  
  Complaint: 19601847
  
  
  
  I will happily withdraw my complaint if the funds laid for this service see returned so I can engage another company that is simply willing to do the work

   

  I am not trying to be unreasonable, in fact I feel I have been overly accommodating in the lack of timely response and aggressive and bordering insulting nature of their communications witnessed even here through these communications

  I do not even wish then to proceed and would like to end all involvement with this company and have a full refund sent

  I have posted nothing online about my roubles with them and my only current complaint is through the ***.

  Having my funds returned to me I will withdraw the complaint 

  Whether or not the courts are at fault, which I contend is not the hold up at this point since they have 'put my file on hold to investigate internally'. 

  At this point it is fully the company choosing to delay the process further

  I implore the *** to help and even suggest to the company that having made no headway with my file that returning my funds and maintaining their rating with the *** is in everyone's best interest and would be a solid resolution 

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

• Initial Complaint

  Date:21/02/2023

  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 purchased a service from pardon applications of Canada starting in January of 2022 , the last contact I had was December 16, 2022. I’ve paid roughly $2,200 to them and have not received anything. I was told if I didn’t receive anything within 6 weeks from Dec.16 to contact them. I’ve called , emailed , text , live chat , Facebook messenger and no response from any of the methods mentioned above. I’ve contacted the **** and hopefully the *** can assist me. All my payments were made via credit card , I can’t dispute them as all payments are over 3 months ago. What a horrible feeling to have been taken advantage of. Any assistance would be appreciated

  

  Business Response

  Date: 06/03/2023

  This complaint is entirely without merit. PAC has gone above & beyond (14.7 service hours, more than 46% greater than an average file at its current phase) to service the file for the applicant even after discovering multiple criminal charges not appearing on the applicant's verified fingerprint results. Applicant launched a trade of abusive & misdirected communication tools and fails to understand the basic complexity of his criminal record as it relates to the U.S. Waiver application.

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: 19444878
  
  
  
  I am rejecting this response because:

  I have read your reply. I agree they have done a lot of work. The charges they originally found were not all reported I was honest and notified them that there were more. I did the work of contacting the courthouse only to find they were under a different name that I do not use.

  During this process each step has an estimated time knowing things can take lengthy periods to receive from government agencies. I was patient and understanding of this. However the step we are on now is a written letter to homeland security on how I’ve changed since the charges 15 years ago ie: working for the same company 14 years , volunteering, married , children , etc… 

  My option at this time was write the letter myself or for an extra fee they would call me go over things and write it. I chose this option figuring they have done it before and knew how to properly put the letter together the best way. I paid the extra fee and on December 16 2022 they called and we discussed all of my life , what lead to this and other things. At the end of the call they told me “6 weeks” until I received the letter via email.  Again 6 weeks ! 

  I want to stress that part as we’re not waiting to hear back from a government agency or 3rd party.  This is simply them writing a letter, which they have done numerous times they told me. I waited 6 weeks then another 2 weeks incase they were backed up .. at 10 weeks I started to try and get in touch. You cannot phone this company anymore to talk to live support , they do not regularly respond to email or any forum of contact. They have notified me that now if u wish to speak to someone you must pay a fee to schedule a call. Ridiculous but that’s besides the point. You and I have written several emails to each other. It should not take them this long to write a letter and email it to me.  If I told you I would reply to your r sim in 6 weeks and now it’s 12-13 weeks later and you haven’t heard back, wouldn’t you be frustrated?  They are over double the time they set.  Again this isn’t due to waiting to hear from a 3rd party or government agency.. this is 6-7 weeks overdue for them to type a letter. 

  Thank you and hopefully that explains a bit further of my frustrations.   **** ****** 

  I should have added I feel now that you have been in contact with the company this could further affect them delaying my letter.  All I want is my file sent to me and what further steps I need to take.  I’ll do the rest of the work on my own and just be done with the company. They can keep their rating and I’ll drop the complaint. I just want to get this process complete.  

  

  Business Response

  Date: 14/03/2023

  Applicant has had the option of upgrading the file to PRIORITY status if timeline was of the utmost concern, but repeatedly declined to do so. Timelines provided by PAC are estimated and assume PRIORITY status. After going above and beyond in attempt to service this file, the Officers that work their butts off every day for Waiver applications, including the applicant's, are saddened and disheartened by such a incredulous *** complaint. At this time, we have turned the file over to Legal Compliance to complete a thorough investigation as to the reasons behind the complaint and what PAC could have done better to avoid it in future. The investigation can take up to ninety (90) days at which point, the applicant will be notified of its result. We have no further information to offer or provide at this time.

• Initial Complaint

  Date:21/02/2023

  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.

  Roughly 3 years ago I started a pardon with pardon applications of Canada. They told me I was guaranteed to receive a pardon after their lengthy process. At the end of my pardon they found (2) 30-year-old fines. And declared that I was denied a pardon. My problem is they are not returning my information package with my fingerprints that I paid for and a lot of long-winded letters describing my past that were very difficult to write. I would like people to know that this is not a reputable business and that they took advantage of me and then threatened to call the police on me when I asked for my information package back.

  

  Business Response

  Date: 06/03/2023

  Unfortunately, this complaint is either egregiously misinformed, purposely deceptive, or a combination of the two. Pardon Applications of Canada (PAC) is a processing firm analogous to an "*** *****" type service completing applications before their submission to the appropriate government. It does not review, approve or deny such applications and therefore would have no opportunity to "Guarantee" a Pardon. Additionally, applicant failed to honour court imposed-fines, a condition by law, nor communicate this failure to PAC upon activation of a file. PAC does not have a fingerprints package or any documents in its possession related to applicant. Further, applicant has undertaken abusive & harassing actions against the company including email, website & form attacks which have now been forwarded to Police services for consideration. Applicant has breached the terms & conditions of a signed agreement on numerous occasions, and thus as per company policy, file re-activation or additional service in any capacity will not be offered. No further communication will be provided regarding this fictitious and invalid complaint. 

• Initial Complaint

  Date:11/10/2022

  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.

  Hi, I started an application with pardons application, Canada in May 2022. I was quoted $920 for a pardon to my surprise after completing five of their steps I received another bill for $1200 after receiving the revised edition of my application, they had also added criminal charges that I have never done, I contacted them via email letting them know I would not pay them any more money than what we had agreed on and also informing them that those charges were not mine. They corrected the criminal charges saying that it was a mistake and then continued to say that I owed them the remainder of $1200 after telling me that I had paid the full amount of $920 in the beginning. a month went by and nothing, till 4:30 in the morning on October 11 I woke up to them withdrawing funds from my **** debit without my consent. When I contacted them to confront them about this, they had said that in a previous email had stated, “that if I did not contact them it would automatically try to take a payment “ . which I have all emails on file in record and nowhere in those emails Does it state that they would come take payment without my consent. I have expressed myself to them in wanting a full refund or completion of my pardon at the $920 that was discussed and no response. This company definitely does not understand full transparency and works of peoples desperation.

  

  Business Response

  Date: 17/10/2022

  Applicant's claims have absolutely no merit. On 31-MAY-2022, applicant solicited and chose to retain the services of PAC to seal his publicly visible criminal record. Applicant was fully informed both by phone and via email immediately following of the total cost which is $920 in PAC service plus Criminal Record Disbursements (CDR) which are clarified down to the penny only once RCMP verified fingerprint results are obtained. PAC duly serviced the file through both fingerprinting, SQ and CPIC analysis phases until ultimately producing the promised CDR report, a thorough, transparent and extremely detailed 18-page document customized precisely for the Applicant which it appears he did not read or understand. A copy of the CDR is attached to this response. The CDR explains the precise final cost required, estimated timeline, and on page 17 clearly indicates in the "Automatic Billing" section that upon Applicant's non-communication to the CDR, the file would automatically advance with payment on 10-OCT-2022. That is precisely what occurred. Applicant must not have read the CDR report, or does not understand it and instead of seeking support in a polite and human manner, Applicant became extremely belligerent and aggressive in both tone and language in his communication, using vulgar language and hurling threats and insults to which there is no justification. Applicant therefore has only himself to blame for his inability to read clear information provided to him, remember clear information explained to him by phone, and to communicate in an adult-like professional manner. As PAC logged 11.6 service hours processing and managing this file, needless to say Applicant's request for a refund is vehemently denied, and in fact, PAC is currently forwarding potentially abusive and harassing communication from Applicant to local authorities for consideration and a potential statement of claim. This is unfortunately one of those clients you'd rather not have -- certainly an extreme minority in an overwhelming community of successful Pardon and/or U.S. Waiver applicants coast to coast.

  Customer Answer

  Date: 20/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because they are not being truthful, i never had a single phone call with them except for the initial call in may and a random call explaining I had missed signing a document , all communication was by email and none was threatening or have a tone lol on email??? I have all the emails saved from day one with this so called company and will share at any time to show their response and how rude and ignorant they were and that my emails where only concerns and let them know I would be going to the rcmp if the situation was not rectified. I was ridiculed and made fun of by them in a email stating “go ahead call the rcmp and the *** *******  and your friends cat we don’t care”. I would like them to refund me the 920 as the pardon was not completed. 
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 20/10/2022

  Applicant's claim is not accurate or transparent and PAC has no further information to offer or provide other than the original response.

  Customer Answer

  Date: 21/10/2022

  
  
  ********** ********
  
  
  
  I am wanting all my paperwork that was sent to them mailed back to me as it stated in my cdr. When you cancel you get all information mailed back, fingerprints from rcmp and anything else that was sent. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 21/10/2022

  The file has not yet been properly cancelled by applicant which can be done via https://dashboard.pardonapplications.ca/cancellation-request-form/. 

  Customer Answer

  Date: 25/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because you can clearly read in the business response at the end of the email my account is canceled. So please have business mail over all information collected on my behalf as states in their cancellation policy.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/10/2022

  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.

  PAC was doing my US waiver.
  
  Which it was stuck on waiting for walkerton court to send information.
  So October 4th I requested update
  They advised me they were last in contact with walkerton in July which they said they working on it no eta.
  I asked PAC to call for update since it’s now October,
  They refused as said they have gone above n beyond already and wanted me to call court.
  I’m paying PAC to do this on my behalf, so I believe they should.. and advised pac I felt they failing me as a client as one email and one phone call over 2 months ago is not going above an beyond, I also said maybe I should tell me 10 million tiktok followers about this lack of service,
  Their response was to suspend communication with me, as me complaining is consider abuse.
  So I called walkerton and I was advised by the counts they sent all information to PAC august 5th
  
  So I submit another request with pac advising them of this and if lost they need to contact Walkerton court to request info again,, which if they followed up sooner they would of known this.
  
  After I submit that to PAC I get the following text:
  : **********: Your file has been temporarily suspended in order to complete for website form abuse investigation.
  I responded with
  “ wow “
  Then they send :
  **********: Your file has been suspended by Legal Compliance to resolve an abuse complaint from Client Care. All work, service & communication will immediately cease until the investigation has concluded.
  
  This all cause I felt they have failed me as a client and stated that fact, which if court sent files as they said, then it was PAC that failed me
  
  I would like PAC to Complete service I’ve been paying for or send me all completed work so I can finish it myself. if they won’t send me file or complete work I would like a refund.
  I’ve attached receipts of conversations and how they blocked my email and where I had to switch email to let them know what walkerton said, then I received the texts

  

  Business Response

  Date: 17/10/2022

  PAC has gone above and beyond for this file and the complaints are without merit. Applicant repeatedly breached the terms & conditions of Applicant's signed agreement, and PAC is fully justified in cancelling the entire file with cause. However, that has not yet been decided. Unfortunately PAC has received multiple complaints from internal Officers in Client Care regarding the Applicant's potentially aggressive and abusive communication and an investigation is forthcoming. Until the investigation is completed, there is not yet a resolution to the file and PAC will not comment further in this regard at this time.

  Customer Answer

  Date: 18/10/2022

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

   

  as you can see from the attached emails this is what they called abusive action from me when in fact is was just a frustrating client that felt they were not going above and beyond. If they did they would of known the courts sent the files they were waiting  for back in august.if I did not complain they would of never known this, since they refused to do a follow up call with the courts.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 18/10/2022

  There is no validity to the applicant's claim. Processing notes on the file show PAC submitted multiple requests and followed up with Walkerton, ON court on seven (7) occasions (the average file includes 2 follow-ups) in an attempt to achieve a court document resolution. Applicant also fails to recall that the court phase of the file was made even more challenging due to the fact that the Walkerton, ON court confirmed the Applicant had dishonored a court-imposed fine related to Applicant's criminal record, which had to be paid to initiate a 3-year legal wait period which breaches the terms & conditions of Applicant's signed agreement. PAC had full legal authority and right to immediately cancel the file, but chose instead to work with the Applicant on a resolution. Applicant further fails to recollect that despite this breach, PAC worked with the Applicant to pay the fine and continue with the file. The file remains under investigation for potential abusive communication and complaints received by the Client Care department.

  Customer Answer

  Date: 19/10/2022

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

   

  the imposed fine has absolutely nothing to do with this situation except to try make me look bad,, all communication was great up until I asked for an update recently which you can see in attached email conversation.. no where did you state you contacted courts seven times,, in email from client care you advised me you emailed them once and called them once. Then no follow up with courts since then.. and refused to even when I politely asked..  so yes I was frustrated and demanded you do a follow up call since I was paying you to do this service for me.. again refused ,,  then agai I called walkerton and they advised me then submitted paperwork to you in august , 2 months ago which you would know if you followed up. And then you complete stop communicating with me, blocked my email..  therefore forcing me to communicate throu you this way.

   

  either complete the work I paid for, or send me all completed work you have done and I paid for to me so I can finish it myself. As you have no gone above n beyond,, you are just dragging this on long with this investigation that is clear unjustified,, show receipts where I’ve been abusive to client care ???
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:18/08/2022

  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.

  Started working with them about 2 years ago maybe little bit less than that.
  I paid extra for priority status but im afraid to say it has not ben taken care of ny priority.
  Ive ben waiting for over 4 weeks to get a package from them and til now nothing. I book phone calls with them and they called before the time scheduled and never called back. I emailed them demanding answers and they sent me the same generic email twice whoch makes no sense. Also, they fully asked me to pay extra for my personal statements which i beleive they are suppose to be included in the price as it is part if the application process ive used them before and was never charge extra for this service. I had to do the statements myself -_- and i paid them in full. I paid 557 for the application and since the price for the pardon application dropped to 50 $ and to my surprise they found a legal way to manipulate the refund as well so they can keep some money out of it. Extra cost for no reason i find them very dishonest and money hungry on top of the poor service. Plz see attached pictures as you can see whats included and whats not.(regarding personal statements) Thank you

  

  Business Response

  Date: 30/08/2022

  This is an absurd complaint with no basis in reality. PAC has gone above and beyond to the extreme for this applicant logging 386% more service hours than the typical file for the same cost. The applicant is fully aware of how to contact Client Care and no further communication will be provided in this forum.