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:15/09/2023

  Type:Billing 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.

  The company had known full well of outstanding fines on my file which would immediately render a halt on my application. Instead, they claimed my file was clear to proceed when it never was, and charged me for a services that were obsolete(for 2yrs).

  

  Business Response

  Date: 21/10/2023

  The applicant is mistaken. PAC would have absolutely no idea that the applicant dishonored court-imposed fine(s). In the case of this specific file, it was only upon the completion of certified court communication with Newmarket, ON, that the court revealed the applicant had failed to pay $1129.05 to the court for his criminal conviction dated 2017-05-10. Fines & sentencing are entirely the responsibility of the applicant and are supposed to be paid immediately upon being assessed by the court. The applicant's failure to do so is entirely his own. The request for a refund is denied. 

  Customer Answer

  Date: 21/10/2023

  PAC representative, with all do respect. Your statement is conflicting. 
  
  I was assured that PAC would take all various steps towards a favourable outcome, yet somehow my application made it to step 6…but in actuality, it didn’t even past step 1. 

  Man, I was so naive to think your corporation had its customers interests at heart.  
  

  The application was started in 2021(an upgraded plan at that). 
  The months came and went, and there were hurdles; Covid, Recession, you guys misplacing my fingerprints and forcing a delay. 
  
  But you know what, I stayed vigilant, I really believed in you guys. 
  
  Your team emailed an update during that time saying:
  - you DO meet the eligibility requirements to apply for a Pardon. 
  
  On your website home page it says the following:
  - Generally, if you have completed your sentencing (fines, jail, probation) and it has been more than 3 years since your last offence, you are eligible to start the application process for a Pardon. 
  

  Eligibility requirements, (as per context above) would mean your statement is incorrect or someone within your organization didn’t do their due diligence. 
  I believe that designate would have needed to check and find out if I had met said requirements, yes? 
  

  So how did my file quality to proceed if payment of fines weren’t rendered.
  The information you concluded after all this time…I could’ve literally driven up to Newmarket (a 40min drive at best) waiting 20mins in line and obtained. 
  
  Did my file ever even proceed…like why do this to people.  Like i struggled enough since I got set-up. 
  
  You guys are a team of lawyers, officers and officials. You would have known to check prerequisites for the application process. And I get it, I could’ve also checked. But that’s ultimately what I paid you guys to do.
  
  I am sure your corporation will survive without my measly $1500.
  I am just one guy trying his best to make a living in this economic situation, so just be fair.

  Please refund the amounts that were paid for which your statement forced a continual; a service in which was obsolete (see attached). 
  
  Sincerely,
  
  ***** 
  

  

  Business Response

  Date: 03/11/2023

  Pardon Applications of Canada (PAC) operates & succeeds on the premise that clients provide full and accurate disclosure of their legal history, including the status of all fines and court-imposed sentences. This is a critical component of eligibility for Pardon applications, which was discussed and confirmed by you at the commencement of our services.
  
  The outstanding fine discovered during the court phase was unknown to PAC due to the limitations on access to individual court records without specific consent or prior disclosure. The onus is on the applicant to ensure all such information is provided to PAC, as also outlined in our initial consultation and subsequent documentation.
  
  PAC's fees cover the detailed work completed up to the point of discovery, including administration, application preparation, and case management, which were all conducted based on your initial assertion of eligibility. Given that these services were rendered in good faith and work was completed, we are unable to issue a refund.
  
  PAC was fully prepared to assist you in addressing the outstanding fine and moving forward with your applications. However, the responsibility for the accurate representation of your legal obligations and the completion thereof lies with you, the client. After professional communication was provided to you following discovery of the outstanding fine, your response was to file a *** complaint and to allow your payment obligations with PAC to lapse, leading to a suspension of your file. These actions demonstrate that you are not operating in good faith toward the courts (outstanding fine) or the professional services of PAC to which you solicited, retained, and signed a contracted agreement.
  
  We trust this clarifies our position and the reasons for which your refund request is denied.

• Initial Complaint

  Date:24/07/2023

  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.

  My process with Pardons Application Canada started March.28.2022 - we are now July.24.2023. I have paid this company more than they deserve for the service that I have received. The sales guy promised that my application should be done within 6 to 9 months. It's been over 1 year and still waiting after them. My last email - This email is confirmation that Waiver Submission Service (WSS) has been added to your U.S. Waiver application file. Payment Receipt - Your payment of $375.00 (includes taxes) for this service has been completed in full on 26-JUN-2023. A call was scheduled for July.4.2023, to find out that my paperwork was not done properly by Pardons Application Canada. Since then, I have sent 2 messages to try and get an update, but still no reply - very frustrating - I just want the job to be done with.

  

  Business Response

  Date: 02/08/2023

  This complaint has been officially disputed by PAC. In cases where PAC disputes the complaint, an internal investigation is automatically launched to determine the potential veracity of the complaint, and if there’s anything that could have been done better in support of the claim(s). At this time, it is the position of PAC that the complaint does not reflect the facts of the file or its service. PAC vehemently disputes the complaint and does not believe it to be fair or valid at this time. PAC will not comment further until the investigation has concluded.

  Customer Answer

  Date: 02/08/2023

  
  Complaint: 20365704
  
  I am rejecting this response because: they have not executed the contract as per their employee. According to the scheduled call with an employee that I spoke with July.4.2023, they did not translate the documents from French to English as they were supposed to do. The employee said that they are very sorry and they would call me within a week, that never happened. The frustration from all their errors made me start this complaint with ***. 

  I just want my case to be taken care of properly and promptly.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 21/08/2023

  Complaint: 20365704
  
  I am rejecting this response because: they have not executed the contract as per their employee. According to the scheduled call with an employee that I spoke with July.4.2023, they did not translate the documents from French to English as they were supposed to do. The employee said that they are very sorry and they would call me within a week, that never happened. The frustration from all their errors made me start this complaint with ***. 

  I just want my case to be taken care of properly and promptly.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 29/08/2023

  Applicant's certified translation was submitted on 26-JUL-2023 and its completion is pending. Applicant was emailed & texted confirmation. There is no merit to the complaint.

  Customer Answer

  Date: 29/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20365704, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:14/06/2023

  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.

  I have started my pardon waiver with them in 2020 and I have paid over $3500 at first they told me around 2000 dollars then every 4 5 months I had big amounts that was being charged. Then for the last 8months which we are in 2023 now no body contact me . I am supposed to be at the very last step of the process and they just ghost me. They are laterally ripping me off. I want my pardon. That organization is absolutely not serious I need help . I am a single father I need my pardon especially for something that happened 19 years ago. I really need your help of ***. That company is just taking money of customers. Please help me

  

  Business Response

  Date: 27/06/2023

  PAC has already contacted the complainant and explained specifically why his allegations are false and invalid. Throughout the life of his file, complainant has been abrupt, rude, and/or offensive in his communication toward the company, resulting in a suspension of his file for breaching the Abuse policy of his signed agreement. This complaint has no merit.

  
  

  Customer Answer

  Date: 27/06/2023

  
  Complaint: 20185206
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ****** yes they contacted me but by emails and saying that they worked 24.8hours on my pardon since June 2020. Totally ridiculous 

  

  Business Response

  Date: 28/06/2023

  Similar to almost every other aspect of the file, applicant fails to recall that his file included two (2) applications -- a Pardon & U.S. Waiver. The Waiver application was successfully completed on 21-NOV-2021 with 12.4 service hours logged, and the Pardon is ongoing with over 16 service hours logged. The only "ridiculousness" related to the file is this invalid complaint and the applicant's abusive & ignorant communication throughout. 

  Customer Answer

  Date: 28/06/2023

  
  Complaint: 20185206
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  I do not see how saying the word ridiculous is abusive. Like come on

  Customer Answer

  Date: 30/06/2023

  
  Complaint: 20185206
  
  I am rejecting this response because:

  I do not see how saying the word ridiculous is abusive. Like come on

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

  

  Business Response

  Date: 17/07/2023

  Complainant 20185206 can use the normal channels for requesting an update on his file, as I see he has already done and it is in queue. Unfortunately, our primary Client Care employees have refused to work on his file based on his egregious & abusive communication previous – this is slowing things down. We are currently investigating whether to take legal recourse on the matter or what options are available. 
  
  Complainant 20185206 will have to wait it out for a response from PAC or cancel his file.
  
  

  
  

  Customer Answer

  Date: 17/07/2023

  
  Complaint: 20185206
  
  I am rejecting this response because:

  Ok  first thing first, you guys have worked 12hours since 2021 on my file which is quite not very good,

  Secondly , calling out a very bad service  is totally normal. Yes I been really mad with that guy by  saying that I start Thinking that pardon application of Canada is  a **** . Yes I swerved but I haven't swerved at him. I haven't made any threats whatsoever so instead of trying to turn the situation around to blame me for that endless 3+ years process can you guys just work on my file so we can all moves on with this endless process. 

  Third.  I am a priority customer, on the website it says Prioty customers will have their update with 24hours or one business day and now you are telling me it's gonna be 10 calendar days which its been 10 calendar days today since i have made the request on July 7 2023. - so again, can you please work on my file so we can All Move On. All I want is my that thing done....

  Thank you

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

  Customer Answer

  Date: 20/07/2023

  
  Complaint: 20185206
  
  I am rejecting this response because:

  
  Hi ,at this point with they way Pardon application of Canada just trying to dodge me and pretending that no one wanna talk to me or work on my file is totally absurd. i had 2 conversion over the winter with a gentleman and a lady, im 100% sure that they wouldnt mind working on my file or talking to me. The client care of Pac just put a block on my file regarding phone calls or sms.  Anyway
  
   I've been sleeping on it and from the way they've been responding to me on your page, i am not expecting anything from them anymore. They ruined my dream of a clean criminal record . I'm just gonna take the refund and try to forget about that company. I got ripped off of just over 3000 dollars IF they really refund 458 dollars to me, which I highly doubt since the incredibly poor service they gave to me . 
  At this point i am just hoping that they wont do what theyve done to me to other cstomers .If you look on reddit and bunch of other website, i am not the only one. All ive got from response from them  since  month of may is beyond ridiculous. Not cause someone have done something stupid when he was youger that he is a liar or a crook. You cannot find more honest than me. Im giving up on my dream of Clean Record.
  

   

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

  

  Business Response

  Date: 20/07/2023

  Applicant once again fails to understand that half of applicant's entire file was already completed. Yet another dramatic & misinformed communication from one of the most ignorant applicants in our company's history, and still, PAC has taken the high road and offered applicant a partial refund of the unused service. Several of our Client Care representatives refused to work on applicant's file. We are ecstatic at the news that we will never have to communicate with this applicant again.

  Customer Answer

  Date: 20/07/2023

  
  Complaint: 20185206
  
  I am rejecting this response because:
  You guys amhave 0 compassion , and by the way you replied to me on *** page, you cannot tell.me that you treated me fair or either with professionalism. 

  Secondly, i talked with 2 people last winter and they were more than willing to work on my file, so keep your no-one wants to work on my file for yourself  its like I am arguing with a teenager on this page.  And I am more than happy to never have to deal with your company anymore.  I lost thousands of dollars on you and you dare to be ""ecstatic "" . What a real professional company right there.  Good bye
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:24/05/2023

  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 applied with this company over a year, ago, and was told if I have priority service it would be less then a year, and that I would have it in 8 months 10 months to the most. So, I paid priority services for this to happen as my place of employment was on the line. This company did nothing on my file for 5-6 months, as I was told on every call i placed to see where the application was told that they were waiting on the police records check. During those calls, and if it is recorded you can produce the tapes, I was informed that they were unstaffed, nothing sent or anything been done. When I actually asked to speak to someone higher, I got a response the paper work wasn't even sent to the police, and they were waiting for a reply. As they sent me a email with the paperwork that was SUPPOSELY gone to the police, and SENT ME THE PAPERS, AS THEY COULDN'T GO TO THE POLICE WITHOUT MY SIGNATURE, so it wasn't sent prior to the five months I was been told that they were waiting as they sent me nothing to sign to send it to the police. I have all photocopies of the paper work that they emailed and sent me in the mail. I dropped it off personally to the local police department and got it back in 15 days. I Then notified them I was sending priority mail and I was informed they didn't care if i sent it that, way and I can wait up to 4 weeks to get it processed, and the next communication if I had with them, which i have still in a text message they were suspending my file . So anyway, I scheduled a call again for the someone to call, me. Now I am told they are going back to the courts, again when the paper work adds up to to the one they sent to the police. They say that there is something different on it, which it ain't. I HAVE ALL PAPER WORK photocopied and I STILL HAVE ALL TEXT MESSAGES AND MESSAGES THAT WERE EMAILED TO ME. I am looking for this to be resolved and the truth actually to be told so i am over a year when i was told 8-10 months for priority services, and yes I called several times on the 5-6 months hold over as I was wondering what the problem was but during this time, told that they were unstaffed, and the solution the paper needed my signature, so what they were waiting on they didn't have sent even because it needed my signature as they kept blaming the local police department, for not replying when the local police department didn't even have the paper work, as they needed my signature to send it. So they lied to me. I AM LOOKING TO HAVE THIS COMPLETED AND TO THE PAROLE BOARD IN 5 DAYS. AS i am well over the time frame i was told, at origional agreement to have this completed.

  

  Business Response

  Date: 25/05/2023

  Applicant's claims are incorrect. The company has in its possession her signed applicant agreement which clearly indicates the estimated timelines & processes to which she now invalidly complains. Unfortunately, throughout the life of her file with PAC, applicant chose to communicate with rudeness & ignorance. Applicant fails to understand basic information provided to her in writing. Further, applicant falsely misrepresented her criminal record (extra criminal convictions were discovered upon PAC's work with the courts and police related to her file), and blames others for her own misunderstanding related to the a process with the RNC. As a final straw, applicant has declined to complete her agreed upon service payment resulting in a breach of the terms & conditions of her signed applicant agreement with the company. PAC has cancelled the file and will be submitting a report to the Parole Board of Canada regarding these circumstances, for their future consideration. The company has no interest in ever working with the applicant again. 

  Customer Answer

  Date: 25/05/2023

  
  Complaint: 20099939
  
  I am rejecting this response because:

  they are continuously informed me they were waiting for the response from the rnc.  When i pushed the issue they sent me the forms and it was only 15 days and it was back to me.  As of yesterday even they sent me a text stating they couldn’t  process my claim when i looked for a call back and the same time this text came in there agent was on the phone with no scheduled call.  also i was only charged with a dui and a breach with i will attach as i was informed by a organization that does pardons and  to not to continue to work with this company and definitely not pay them any more money.  when i get home i will be attaching the documentation they sent to the police to this file and it is exactly as was added to there file.  i also have a screen shot of the text that they couldn’t process a call back with the exact time the agent was on my phone. The text came in the same time as they were calling with  no scheduled call,  as the scheduled call was for the 25th which i have documentation and they called me on the 24th at 11:00 newfoundland time when it was suppose to be the 25th.  i have had a lot of issues with this.  

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

  

  Business Response

  Date: 02/06/2023

  As a courtesy and matter of professionalism, which cannot be said about the applicant, we have mailed all relevant documents in the applicant's file including RCMP verified fingerprints, identification, the court document work PAC completed on applicant's behalf, and the police document(s). We have decided to write-off the applicant's dishonored payment balance because our entire Team has insisted that we never have contact with the applicant again. You can't please everyone... good riddance!

• Initial Complaint

  Date:21/04/2023

  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 have paid roughly $2000 dollars to have my criminal record cleared. I have not heard anything in the last 90 days and I’m unable to contact them in any way.

  

  Business Response

  Date: 25/04/2023

  That is completely absurd. Applicant can email ******************************** for support or schedule a call via **************************************************. Applicant's Pardon application file is proceeding normally, with PAC currently completing certified work with the Richmond, BC court (youth and adult) in regard to the file. There is absolutely no reason for this complaint and it should be removed. Needless to say, applicant's request for a refund will not be honoured since service has and continues to be processed precisely as agreed upon in applicant's signed agreement. This is the type of complaint which brings the validity of the entire *** complaint process into dispute.

  Customer Answer

  Date: 27/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19966331, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *********
  

• Initial Complaint

  Date:16/04/2023

  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 started my pardon process over year and a half ago, everything was ok until I lost my job. I received an email saying that my process was stopped due to fail a payment (1 payment) they said quote: it’s funny you stop honouring your payments once we informed you that your process was in the last stage and eas received by the government of Canada. I told them I lost my job, that I was waiting my E. I. To kick so I can continue making my payments. They reply saying that option wasn’t available and they gave me a deadline to pay full amount, otherwise the whole process was to be cancelled and I have to pay the whole thing over again. I told them I can and I had proofs that my E. I. Didn’t go through. I have try several attempts to contact them and they simply don’t answer. I need my pardon done I wanna pay all I need is a little help to finish paying the amount I owe. Is about $650.00 CA please help me out. They brag to have a calcification of A+ with *** but the way I feel they treated me was like they were a collection business. I have paid over $2,000.00 and willing to pay the remanent but they shot the doors in my face. Please help me out.

  

  Business Response

  Date: 25/04/2023

  Applicant stopped paying agreed upon payments and left a dishonored balance of $664.66. Despite this, PAC submitted applicant's file in good faith to the Parole Board of Canada assuming that the client would honour his payment commitment. He did not. Applicant can contact the Parole Board for an update on the submitted application. Applicant has essentially ******* PAC by accepting fully completed service and dishonoring contracted payments. PAC is currently reviewing the option of collections or legal action to recover the dishonored payments. This review is another example of the complete abuse of the complaint system within *** and should be removed. 

  Customer Answer

  Date: 25/04/2023

  
  Complaint: 19943081
  
  I am rejecting this response because:
  
  this is the whole point with them. They feel aggravated assuming I’m a *******? That’s disrespectful, specially because I don’t explained  them that I lost my job and I was waiting a resolution from the EI. They literally said that they expect me to pay the full amount I ask them to let me pay slowly. I’m the one who has the interest to get this done. They are sitting whining for the money, and no giving any real options to get this done. They have the nerve to talk and call me *******? That they will start a legal matter for what I owe? Lol isn’t easy to say: start making your payments. They don’t want to give any options? Cuestión is why? And you guys as a *** let this company use your prestige to catch customers attention. Obviously they aren’t as honest as they say. I want to pay I want options. How hard is to just grant that option? 
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 27/04/2023

  The applicant stopped completing payments which were contractually agreed upon. When you stop making payments, the service ceases. The applicant took advantage of a loop hole by accepting the totality of service and refusing to make agreed upon payments. PAC is currently reviewing both collections and legal action to make a claim against the dishonored in funds. In addition, PAC will be submitting a report to the Parole Board of Canada which makes clear the dishonored nature of the applicant's breach of agreement for their consideration. 

  Customer Answer

  Date: 28/04/2023

  
  Complaint: 19943081
  
  I am rejecting this response because I have more reasons to believe that Pardons Application of Canada (PAC) have proceed with malicious intentions regarding my process. Is true that I did not honoured my payments I owe them $664.00 I have never refused to pay them I lost my job back on November 2022 and they did not care about my situation and their attitude totally changed so I stopped to be the customer and become as they call me an “*******” they have not open any window for me to make payment arrangements and they bullied me saying if you don’t pay the full amount your process will be terminated and you’ll have to start from 0. Yesterday I did contacted the Parole Board of Canada and ask an update on my application their response was that my package (paperwork) was sent to them (PAC) last January, because was missing the Edmonton Police Check, this make me believe that; yes, they submitted my application, but, send it incomplete knowing they will return it to them. Since I didn’t make my payments they pretend to act in good will by submitting the application, but they new the pardon was not going to be granted or denied (whichever is the PBC decision) to grant or denied the pardon since the documentation was missing a piece of the requirements. I have spoke with 2 different individuals from the Parole Board of Canadá (PBC) one advised me to file a complain because this is not the first time that Pardons Applications of Canada (PAC) process with this behaviour towards their customers. And the second was a supervisor who will try to see if they can directly contact this company and ask for my documentation since all are federal documents I hope for their own sake to still have my documents and resubmit them and I will pay their money or I will go all the way to make a big noise about their dishonest and bullying behaviour. Is funny that they use the *** as a shield or anchor to attract customers when they have 0 ethics. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 29/04/2023

  Pardon Applications of Canada is a service for paying customers only.

• 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,
  
  ****** ********