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:20/05/2025

  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 am traveling with my 3 minor children without my husband so required a travel letter to be notarized. I visited the notarypro*** website and considered the virtual option but ultimately declined as I did not want any of our PII information to be sent virtually. Instead I followed the links on the website (I have made a phone recording of such) to find an in person notary in my location. The ******* at **** ******** *** * came up as such a location and I sent my husband with our completed travel letter there this morning for it to be notarized.
  
  To my horror, when he returned he informed me of the following:
  1. There was no in person notary and he filled out the forms virtually at a computer at ******* 2. He had to upload my and my children's passport information, birth dates, address, etc to notary pro system.
  3. He was then sent via unencrypted email the form with all of this PII information to print at home
  4. He was charged $60 to do so (vs. $40 to do this from the comfort of our own home in 10 mins vs. waiting 90 mins of all of our time)
  
  This is completely unacceptable and astounds me that basic measures, such as encrypted email, are not in place.
  
  This took place on May 17, 2025 in the morning (between 9:30-11:00 am).

  

  Business Response

  Date: 21/05/2025

  Dear ******* ******,

  Thank you for reaching out and for taking the time to share your recent experience with NotaryPro. I want to extend my sincere apologies for the frustration you experienced while arranging a travel letter for your children. We fully understand how important these documents are—especially when traveling with minors—and we appreciate the opportunity to address your concerns directly.

  In-Person vs. Virtual Service at *******

  ******* Business Centres are equipped with terminals that offer secure virtual access to NotaryPro’s online notary services. While these locations appear under our “Find a Notary” tool, the experience provided is facilitated via video conference with a licensed notary or commissioner of oath. These terminals are designed to assist clients who may not have access to reliable devices or internet connections at home.
  
  Both the ******* website (******* Online Notary Services) and the NotaryPro website (How to Meet with a Notary Online at *******) clearly outline that notary services are delivered online through a secure virtual process. However, we recognize that navigating this information can still lead to misunderstandings, especially when under time pressure.
  
  Based on your feedback, we are actively improving our FAQ pages and guidance content to better direct clients to the appropriate service channel—whether they prefer to connect from home or use a ******* terminal.

  
  Handling of Personal Information (PII)
  
  We take the privacy and protection of your personal information very seriously. NotaryPro follows industry-leading security standards to safeguard data throughout the notary process:
  
  -- HTTPS & Encryption: All data in transit is protected with HTTPS and TLS 1.2 or higher.
  -- Token-Based Document Access: Our system uses unique tokens and document IDs to control access, ensuring documents are only viewable by intended parties.
  -- Secure *****-Hosted Database:
  ---- All client data is stored in an *****-hosted SQL database with AES-256 Transparent Data Encryption (TDE) for data at rest, and will be deleted in due time.
  ---- TLS 1.2+ is required for all client-server communications.
  ---- Role-Based Access Control (RBAC) and strict firewall rules limit access to only authorized personnel.
  ---- Strong SQL authentication policies are enforced across our systems.
  
  Additionally, emails sent from our platform are secured using Transport Layer Security (TLS) to protect documents in transit. We are confident that these protocols provide a high level of protection for all client data throughout the process.
  

  Pricing and Experience Clarification
  

  Our notary services start at a base rate of $40, exclusive of taxes or optional service features. In this case, it appears your partner selected the video recording add-on, which is often recommended for travel letters involving minors—particularly when one parent is not present. Combined with HST, this would result in a total charge of approximately $60, consistent with what was billed at the ******* terminal.
  

  We maintain consistent pricing across all channels—whether accessed from home or at an in-store kiosk—and offer optional features to meet a variety of document and compliance needs. While the ******* terminal provides a secure environment and access to our remote platform, we understand that your expectation was for a traditional in-person service, and we are taking steps to improve how this distinction is communicated to clients navigating our platform.
  We appreciate your feedback, and we’re committed to using it to enhance the clarity, security, and overall experience of our services. If you have any further questions or would like assistance with your document or future travel needs, please don’t hesitate to reach out.
  

  Warm regards,
  

  ***** ******
  Chief Marketing Officer
  NotaryPro Technologies Inc.
  *****@*********.ca

• Initial Complaint

  Date:14/05/2025

  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.

  I went to ******* in Guelph to have a document motorized via Notary Pro. As we were entering information on their website, we received an error. Within minutes I received a phone call and an apology and was advised to either rebook or call for a refund. Since I needed the document that day, we chose not to rebook. We were away and when we got back I called about a refund. I was told that I would be charged 25% for cancelling. I told the girl that this wasn’t acceptable since o didn’t cancel. The error was on there end. Today I was notified by ****** that a refund would be issued for the amount I paid MINUS the 25%. This is not acceptable

  

  Business Response

  Date: 14/05/2025

  Hi ********,

  Thank you for reaching out to NotaryPro regarding your issue. I've discussed this with our team, and they have initiated the refund amount in question. This might take a few days to hit your account. We understand how frustrating this must be, but we assure you we've taken care of it, and will make it right. 

  Should you have any other inquires, please reach out to our support team (*******@*********.ca) or myself at *****@*********.ca

  Wishing you a great day. 

  Kind regards,
  *****

   

• Initial Complaint

  Date:06/03/2023

  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.

  Company sent spam email without my consent and unsubscribe function does not work

  

  Business Response

  Date: 06/03/2023

  Hello ***, 

  Thank you for reaching out and sending your feedback. We are truly sorry to hear that you didn't want any emails from our system. Our team has reviewed our email list, and removed your name, email and all identifiable information from our databases and system. You should no longer receive any communication or emails from our end.  

  We are happy to continue the dialogue and help you where ever needed. You can reach me at *****@*********.ca. 

  Kind regards,
  David

• Initial Complaint

  Date:27/10/2022

  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.

  Notary Pro, **** ***** ** ***** **** ******** ** *** *** October 18, 2022
  $49.61
  I wanted to get an original polymer copy of my birth certificate notarized in order to send to ****** ******* ****** to have authenticated. I was told that they cannot notarized the original but only a certified copy. What I wasn't told is that I could send the original polymer birth certificate to ****** ******* and they will authenticate it. There was no need for notarization. They omitted that information and charged me a service that was unnecessary.
  They have refused refund and tell me that the service has been rendered.

  

  Business Response

  Date: 01/09/2023

  Hello *****, 

  Thank you for your message, and we are sorry to hear about your certified true copy problem. We'd be more than happy to better understand the issue. However, it is true that ****** ******* would accept a certified copy of any document, so that would have been correct as well. 
  
  May I ask you to kindly contact *****@*********.ca with further details, or call our team at 1-888-313-0909. Please ask for David. 

  Look forward to hearing from you. 

  Kind regards,
  David