Complaints

This profile includes complaints for Provincial Pardon & Waiver Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Provincial Pardon & Waiver Services Inc has 2 locations, listed below.

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  Provincial Pardon & Waiver Services Inc

  100 - 400 Applewood Cr Concord, ON L4K 0C3

• 

  Provincial Pardon & Waiver Services Inc

  300 - 25 Sheppard Ave W Toronto, ON M2N 6S6

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:10/05/2023

  Type:Customer Service 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 hired this company a year and a half ago to aid me with the removal of my criminal record. When I had my consultation with them, they assigned me a case worker named Kolt, and he reassured me he would be my representative for my entire application and that he would be available to help me during this process, which can take up to two years. Since hiring and paying this company, I am unable to get ahold of anyone on the phone regarding any questions concerning my extensive application. My "case worker" Kolt was only ever reachable for the first three months of my application, and I have never spoken to him again since. I have emailed and phoned many times, and feel like I have done this entire process on my own without any help or advice from him whatsoever. I was contacted by a woman from the office last September telling me I qualified for a file destruction, which would be an additional payment. She reassured me it was a legitimate company, and that I would be able to reach someone else at the office with any further concerns as I had informed her how unreachable Kolt had been. This is the last time I was able to reach anyone on the phone at their office, which was only when they wanted more money. I have left many unreturned voicemails and emails, *** * ***** **** ******* *** ** * ****. I emailed them several months ago requesting some documents they had supposedly gathered on my behalf, and received an email promising to send them on Monday, and have been unable to reach anyone else since. The documents were never provided and no one has returned any of my phone calls or emails since. My first payment to them was $76.84 for the consultation, the next payment to hire them for handling my record suspension was for $1770.11, and my final payment to them was for another $1470 for a file destruction.

  Business Response

  Date: 24/05/2023

  We spoke to **** and have dealt with her issues and the application is near completion.

• Initial Complaint

  Date:30/03/2023

  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 am very upset with how this business handled my paperwork to get a US Waiver. I have put a lot of thought into this and the timeline of this process. It’s good to say that I am filing a complaint regarding the lack of communication with me, withholding information that my fingerprints has an expiration date of 15 months (I sent out all of the documents needed on July 2022 and kept them updated and asked what the updates were regarding my paperwork), Kolt and Mina told me that it was a fast and easy procedure that would take 2 months, they stated that they will be available 24/7 on the phone for any help regarding my paperwork but would take 2-3 days to respond, Kolt told me that he will do all of the paperwork needed but I had to do it myself, the fact that they sent out my “paperwork” and made me think that it’s my waiver only to find that it’s all of the documents I sent out to this business PERSONALLY with a brochure that says that everything should be electronically filed. Which was never communicated to me even though I sent so much emails about any updates. **** ** ********* *** ***********   I paid almost $2,200 for this service for something I had to do by myself at the end of the day. Now I have to redo all of my paperwork and pay more money for something I paid them to do. I want a refund for this awful experience because it doesn’t feel like it was a services provided for me when I had to do all of it myself with no help with them.

  Business Response

  Date: 30/03/2023

  Ms. ***** never contacted her Rep. We finished her waiver took a long time because she made a payment schedule of over 18 months so we can only go as fast as the client pays. Her paperwork does not have to be redone and her fingerprints expiring was due to first off, the submission wasn't possible as the border was shut down and only reopened in November and she paid her application over 18months no one ever told her two months no one ever told her 24/7 as we are a pardon and waiver company not 7/11. No one was deceitful to Ms. *****. The government fee was never included in her fee schedule. ****** *** ******** contract sent to client please note point one on page one that she signed when she started her application US customs fee not included. In the package she received is for her review for errors we do all of her paperwork, and we did all her paperwork if she wants to upload it herself that is fine but to ask for a refund because she is uploading it on her own is out of line and * *** ****** like she is trying to get a service done for free. Unfortunate we don't operate like that. She is welcome to call her Rep and schedule the upload of her paperwork or she can do it on her own, we sent her all the documents we acquired IE police records, Court records and other mission critical documents. No refund will be issued. Again, if she wants, she can call her rep and he will upload it, or she can do it on her own, all the necessary documents are there.

  Customer Answer

  Date: 30/03/2023

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

  I have contacted your rep but it’s always Mina that has answered my call and she always puts me on hold. I fully remember paying this before 12 months instead of 18 months. That’s all your argument is because of my payment plan? Ridiculous.
  
  
  **** *****

  Business Response

  Date: 06/04/2023

  How can this client expect to have an application done in 2 months as she was supposedly told but pay over 12 months?? She did pay but it was over 18 months I can show the records for you to see. She received her package for review and completion. The Government fee is not part of our fee. * ******** the contract she signed. Did she not read it?? it clearly states on point one please see exert below from our contract

  Our Application Processing Fee includes the following:
  1. Arranging for fingerprints to be taken. Fingerprinting and, PBC / Customs fee not included.
  2. Special Benefit Plan Financing if applicable, ()
  3. Preparation of client documents
  4. Case research and follow up
  5. Court record searches (2 convictions only)
  6. Preparation of document submission for waiver
  7. Postage
  8. Administrative assistance
  A. Please download the enclosed RCMP Consent Confirmation letter, and Client Information Form(s). Print 3
  copies of the RCMP Consent, and 1 copy of the Client Information Form(s) to be signed and completed. Make sure to
  review completed documents carefully before proceeding to Step B. 

  WE are more than happy to help her complete her upload of the US Waiver but NO refund will be issued

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  It’s not even regarding about the payment. It’s the fact that no one has told me ANYTHING about my fingerprints expiring! I wouldn’t have accepted your business’ help if I knew that there was a time limit to my fingerprints. These people knew that my payment plan was changed but refused to give a little reminder that there’s a 15 month limit to my documents. Now I had to repay these fingerprints. And also, I gave my documents PHYSICALLY to your firm on JULY. Why did it take until DECEMBER for anything to happen regarding my paperwork. **** ******** ** * ****. You’re all fast to take my money but when it comes to the actual service, it’s gone. I have messaged at least twice a month for updates with NONE given to me. This is not even about the payment plan anymore. It’s the lack to inform me that I had to pay all of these before 12 months so do not give any excuses that this is because of my 18 month payment plan. By the way, I finished paying this on April so don’t tell me I had 18 months to pay this service. ****.

  Business Response

  Date: 21/04/2023

  **** ******** ** ***** ********** she was offered to redo her prints and we world pay at this point I think they are just wanting free service. We will absolutely not offer a refund on a completed application 

  Customer Answer

  Date: 28/04/2023

  
  Complaint: ********
  
  ** *** *** ***** **********? Now this business is going to insult me even though I have provided proof regarding this matter. I don’t need a reprint. I want some refund back because your business has now made **** regarding my payment plan (and is now not saying anything about it since it’s true). I understand I have to pay for the waiver fee via CBP but tell me why when you took MY HARD EARNED MONEY FROM ME within 8 months rather than a year, it took your business almost until DECEMBER to give me my papers? Where was my support with this? I kept emailing you monthly and you have not given me adequate responses. I physically had to give my documents to you on July and you have ghosted me until December. Make it make sense. I am not being ridiculous as my feelings, TIME, AND MONEY have been spent on this business that preys on confused/desperate people. They make you seem like you’ll get your papers within 2 months (as said by Kolt via my first phone call with him) and now it’s been almost 3 years since this awful experience. Any customer that comes through your business deserves transparency and punctuality. I deserve to get some money back for this ****** and now insults from you.

  Business Response

  Date: 09/05/2023

  Her Rep KT never said 2 months as a matter of fact look at the email, he sent her in the beginning it clearly says 8 to 12 months to receive a US Waiver so either the client did not read the information, or she is fabricating this two-month claim. If it took you 8 months to pay as you state yourself how is it, we could finish it in 2 months if it took you 8 months to pay? Clarification she paid over more than 12 months. Claiming confused is a bit odd as well considering she signed the contract that outlines everything and has NO FINEPRINT, so nothing is hidden and very clear and easy to read, so what exactly are you confused over? We will not refund your application as we completed it but as stated before we are happy to pay for the fingerprints you must redo.

  Customer Answer

  Date: 17/05/2023

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

  Kolt told me on the phone that it was 2 months when I called your business regarding this matter. That’s why I went to your business. Love how you’re changing your story, though. 
  
  Sincerely,
  
  **** *****