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:03/05/2025

  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.

  We paid this business in full over 4 years ago for them to either get a sentence reduction or a parole hearing for my brother who is currently incarcerated. My sister in law had all of the receipts showing it is paid in full and I can send them as well as soon as she send me the copies. However they were paid in full over 4 years ago and we havent heard back from them since we have paid them in full. They would call faithfully every time a payment was due and if they missed a call and text they responded very quickly as long as there was still money owed on the account. But as soon as I pad my last payment I never heard from them again. They stop responding and returning phone calls they stopped returning text messages. We still havent heard from them about the sentence reduction or the parole hearing they promised would happen after the account was paid in full. Its been 4 years since we made the last payment and no one has returned any calls or texts no one has given us a court date or sentence reduction date so I dont k ow what to do at this point to either get my money back or do what they was paid to do

  

  Business Response

  Date: 03/07/2025

  The complainant is a family member of the client.   There appeared to be have been some miscommunication.  We have since spoken and resolved the matter.  Additionally, we never received $4000 from this client, so I have no idea where that number came from.   We were paid $1675 and continue actively working on this case four years after being retained.

• Initial Complaint

  Date:01/22/2025

  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.

  Back in 2023 my boyfriend saw on his tablet on how Parole Express will represent incarcerated inmates for a fee. I called them October 2023 and talked to ******* **** ***** about hiring him for ******* ***** who is a inmate at **************** in *****. He told me that they had a payment plan. When I told him I wanted to proceed with it he then told me it would be better to pay the whole amount $1200 so i did. At this time ******* had been denied for the year ******************************** 2024 for his parole that was coming up in October 2024. He told me that he would be getting in touch with ******* in 2024 and I would be the emergency ********** ************************** all of the things he need from *******. I contacted ******* and told him that I was getting the information and ******* said to email ******* back and tell him he wanted to receive all the information and for ******* to just deal with him because I didn't know all the information he need. ******* also emailed him to tell him to just send all the information to him.******* and I would email ******* and we would not get any response from him. We made so many complaints about him not responding that we started getting Emails from ***************. So that is who ******* started dealing with and she was just as bad about responding to his ********* October 2024 **** emailed ******* to tell him she needed to know when he had is parole interview so that they can contact the board to speak on his behalf. He emailed her to tell her that he had is interview. December 2024 I found out ******* was denied and did he know about it. He said he was going to emailed **** and she said that they did not speak to the board and she did not know that he was denied his parole. He said that she said they will do a special review. I emailed ******* to ask why they did not do the things they told me they were going to do and he made excuses for it and told me that they will file a review for him.

  

  Business Response

  Date: 01/22/2025

  I can understand your frustration.   As I just responded to you earlier today via email:

  We are still trying to see if we can get an earlier review.   They obviously feel there is ample reason(s) to deny him until this year.   His review starts this year again during the summer.   If we cannot get an earlier review, we will need to prepare for the regular review starting around July.

  Additionally, as I responded to you on 12/10/24:

      I am equally upset by what happened with Emersons case.   We made the board aware that he was represented by counsel since June 2024.  Additionally, everything was mailed in on his behalf.   We have done over 2000 hearings at this point in over 6 years and this happens 2-3 times a year.  The board offices are overworked and overlook files all the time.   We are requesting another review and will continue to do what we can to bring ******* home.  Understand that the board is not governed by any rules of civil procedure and their decision is final.  I dont agree with it and that is why we do what we do in fighting for these men and women.  

  Unfortunately, we cannot force these officials to do what we want.  A request for another review was sent out and we have not received a favorable response.   Please see attached for that review request.  We don't mind trying again as our only goal is to get ******* home as soon as possible.  We will gladly send out another review request but if they feel he still does not meet the criteria to be released, their decision is final, and we have no option but to wait for the next review period.

• Initial Complaint

  Date:10/02/2023

  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.

  I initially contacted Parole Express in December of 2020 if regards to my husbands Sentence Reduction. We had a consultation and i expressed that we have contacted a lawyer and wanted to weigh different options. BIG MISTAKE. He explained how lawyers just steal your money and there is never a result in these cases. Well, we hired Parole Express and 3 years laterstill no results or refund. We initiated a contract with *********************** with Parole Express and paid $1675 to be represented by this shady company. ******* started off very communicative and assured that the process would take **** months. Then it changed to 18 months. Its now been close to 3 years and we dont even get responses anymore. ******* is EXTREMELY unprofessional and does not like to be questioned about what our money is paying for. We have had minimal responses or updates. ********, some lawyer, spoke with my husband via phone all of 5 minutes asking questions and never heard back from him either. For a company that claims to give hope to these inmates and families they do more harm than good. My husband is a strong man but this really broke his spirit. Thats why we put of faith in God and not man. All I am requesting is a full refund reason being communication with Parole Express has seised and we have not been updated on this matter since 2/3/23. Please help.

  

  Business Response

  Date: 11/09/2023

  21.1016               ************************* 1744151              ************;              RSP (28)               ***********************************
  
  First of all, I will say that we are in our 5th year in business where we have successfully offered services to thousands of clients.   We aim to help everyone in any way possible and always make two promises to our clients.   1) We will NEVER charge more money and 2) We will stay on case until their loved one come home from prison. 
  We were initially hired for the reduction of sentence process for the above referenced client in January 2011.        For the first ***** months, we performed the discovery phase of the process where Step 1 on 1/11/2021, Step 2 on 2/12/2021, and Steps 3 and 4 on 12/1/2021.  Client was informed that the process typically takes ***** months to get everything submitted and requested.  After the discovery phase, we did conduct an attorney conference with the client on or about January 28th, 2022.
  Over the following ******************************************************************************************************************************************** helping anyone with a murder conviction at this time.  We had asked for a recommendation of a reduction from 37 years to 25 years.
  At that point, we cannot force them to agree to our recommendation.   We made them aware of all the positive elements regarding our clients matter and asked that they support us with his parole release when the time comes. 
  The above referenced client will be eligible for parole in 2028.  As part of our services, we offer parole representation as well and he would have an attorney representing him at the parole hearing.  For no additional charge.  Our services and commitment to our clients are long term.  We are here for them until they come home and continue to fight for them until that happens.  We empathize with the person filing this complaint but at no point are we not on their team.  We want their loved one home.
  In conclusion, our services and commitment to this client have not ended but if they wish to terminate our services and not have us represent their loved one for parole, or continue to represent help with a reduction after elections of new trial officials, I ask that they let us know that in writing and we will close the file accordingly.

  Customer Answer

  Date: 11/09/2023

  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. Injust ask that the business communicate better because none of the information provided to BBB has been communicated to us.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/11/2023

  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 paid $1600 and I have been getting the run around about my sons case. I have asked for a refund and *********************** is not cooperating with me. He has been rude and does not communicate effectively. Its been long enough and to this day he has not shown any progress. I have also read and there no such thing as a reduction in time in *****. I feel that I have been scammed and all I am wanting at this point is my money back so that I can find my son a real parole attorney.

  

  Business Response

  Date: 08/03/2023

  We are starting our 5th year in business next month, having successfully served thousands of clients, and we strive to do anything and everything we can for all our clients.  That said, we have a zero tolerance policy with anyone, client or client representative, that is abusive or threatening in any way or form.  In this situation, our client is ***************************, his representative was the complainant, **************************  After repeated threats and abusive comments from ****************, we made our client, ****************, aware that we were no longer willing to work with *****************   We asked him to designate another representative in order to move forward and he has then given us the contact information of another person who is now the designated representative.   We have zero problems or issues with the client and continue to work for him to this day.  As in our policy, we will continue to work with him and his new representative, for no additional pay, as long as it takes, until we bring him home.  But we are done working with the complainant.  The client agreed to these terms.  Attached please find a copy of the email sent to the client explaining our position and also a copy of his response designating a new representative.

  Customer Answer

  Date: 08/03/2023

  Complaint: 20300227
  
  I am rejecting this response because:
  There has been no action on my sons case and it clearly states 18 months and it has been longer. I have not been rude I have only been concerned for my son and the money that I have given Parole Express. My son did not hire Parole Express I did and I am the one that signed the contract. I am wanting a full refund due to the lack of involvement and movement in my sons case. It has gone on far too long and we have yet to see results. 
  Regards,
  
  *************************

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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.

  Payments began to Parole Express on Sept. 26, 2022 to cover full fee of $1,995 to handle getting my nephew ************** House paroled. *********************** is always the person I spoke to via the phone. All necessary documents provided Parole Express early on. Once the final payment made prior to June 2022, I requested an update/status but nothing ever came. No response to my emails, phone calls and regular mailed requests. The last phone call made today, July 26, 2022 at 9:05 am. No response. Interesting that only complimentary comments found online for Parole Express until further research.

  Customer Answer

  Date: 07/27/2022

  Yesterday Parole Express' *********************** phoned me and 

  we discussed status of my nephew's case.

  He phoned a second time once BBB had contacted him.

  So both my voice message on his ******, ***** area code

  phone number I eventually located, and BBB, my goal was

  achieved. **** did apologize for having had been out of

  touch and provided next steps in said case.