Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attended this business today (December *, 2024) with my ** year old daughter. My daughter is doing a legal name change. Doing so requires fingerprinting services to be done. We attended with a booked appointment to have the same done. The business took payment ($*****) BEFORE services were provided. I paid the fee (I am 61 years of age) and I was not permitted to enter the fingerprinting room or to see the work BEFORE it was submitted. The employee typing up the form and doing the fingerprinting was preoccupied with her son and his troubled girlfriend. She talked extensively about this to my daughter as she was doing the work. My daughter was very nervous to have this service done and was very uncomfortable with the distracted employee. When my daughter came out of the room and BEFORE we left the building, we realized the employee had made a spelling error (actually an error in capitalization) on the NEW name that will be registered to my daughter. I immediately brought this to the attention of a woman who identified herself as '******' and she claimed to be the owner. I now have her business card and her full name is ****** ****. I said I wanted the correction made on the work that had been done in the 10 minutes prior to this moment. She demanded a new '****' fee. She said the work had already gone in and that I would have to pay a new fee. I said that I would not. After much abuse and harrassment from her, and her complete inability to assume responsibility for the quality of their work, I said she could either make the correction or reimburse me my fee and I would have the work done elsewhere. She yelled and screamed, ran around the office, threatened to call the police on me, then said that she would, in fact, reimburse my fee if the document did not arrive in ALL CAPS which would make it possible for us to register the name change with the govt correctly. I asked her to sign that guarantee on my receipt. She signed initials ****." meaning **** *-- (expletive

  

  Business response

  06/12/2024

  I am going to give the same answer that I gave to your daughter. You are mistaken. There is NO mistake.

  Response to your daughter:  I understand that you were not present when your mother attended our office to yell and complain to us for ** minutes on your behalf because of something she did not understand. So, I will clear it us here. As explained repeatedly to your mother (a) we entered what you told us; and (b) you approved it. AND, there in FACT was no typing error. It did not cost you anything. You are concerned about one of your letters in your name not being capitalized. ie. Your *-letter middle name had a capitalized first letter and small *** letter, which you approved during the appointment. But, your mother informs us both two letters should have been capitalized. We could not have known that unless you told us. But, it did not affect your application. As we explained to your mother, your RCMP report comes back with all of your names in capitalized letters. ie. you approve the information and we transfer it to the **** systeman all of your letters always convert to capitalization. Also, your mother told us you were very nervous when you came to us, which was also very apparent to our fingerprinter. So, that small talk was to try and help you feel comfortable. I would appreciate you removing the 1 star as we did nothing wrong. Rather, we were abused and harassed by your mother for at least * minutes on the phone and for ** minutes in our office and I had to threaten to call the police to get her to leave. Needless to say, I am NOT impressed with her or this situation. We do not tolerate abuse in our office and I will vehemently defend my company and staff when that happens.

  

  Business response

  06/12/2024

  Also, you are not our client.  Your daughter is. If she has an issue, she can deal with me directly.

  Customer response

  06/12/2024

  Please find attached the Consent Form you asked for. You wanted me to get it to you within two calendar days. I am not exactly sure why you need my daughter's signature **. ***** *****), as I (***** *****) am the paying customer that did a transaction with this business and I am the one who endured the abuse. I am making the complaint on my own behalf. Although, the nature of the transaction was to facilitate fingerprinting for a name change my daughter is doing and therefore, of course, she also attended this business.  But absolutely, we both consent to your need for this form and we both have signed the document you require. 

  Just a footnote: My daughter left a one star review for this business yesterday on ****** Reviews and today the owner is ********** her to take her review down. 

  Customer response

  06/12/2024

  I was unable to attach this previously.  Trying again. 

  

  Business response

  09/12/2024

  Bottom line is this:  Questionnaire was completed.  Client approved the questionnaire with her middle name as **.  But wants it to be **.

  We explained that when we transfer her information from the Questionnaire to **** database, even though the questionnaire was filled out as **, all names in the Questionnaire transfer as CAPITALIZED LETTERS into the **** database. Therefore, the **** report will come back exactly as she wants it.  There is NO error.  When she attended our office and was very nervous, my employee was nothing but very nice and gracious to her and we did everything correctly. 

  The mother was abusive and I will not tolerate that. I even had to threaten to call the police to get her to leave.  I will not tolerate abusive people who berate me and my staff, especially when we've done nothing wrong. 

  Customer response

  11/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  The owner's response is not factual and contains lies. The business was not aware that my daughter was nervous, she was acting calmly and rationally and at no time were they told my daughter was nervous. This is a lie.  The employee doing the work was given the new name, **, printed out for her. She transposed it incorrectly, despite that it was written out for her plainly. The owner DID NOT give me an assurance that the new information would come to us written correctly - quite the contrary - she wrote PROFANITY on my invoice! I have already forwarded a copy of same. She is now ********** my daughter to take down her ONE STAR REVIEW on ****** Reviews. And when reviewing reviews from others - this owner REPEATEDLY THREATENS THE POLICE ON HER CUSTOMERS WHEN THEY ARE UNHAPPY WITH HER WORK OR HER TREATMENT OF THEM! This is her M.O.!!! The customers have done NOTHING wrong, but the owner THREATENS TO CALL THE POLICE!!! I was shocked to read she has done this REPEATEDLY!!! She has not been the target of abuse! Quite the opposite!!! I want a WRITTEN GUARANTEE that the work I paid for will come with no errors, I want a FORMAL, WRITTEN, APOLOGY for the profanity that was written on my invoice, and I want to know she has been reprimanded for same by BBB, and that this behaviour will be permanently recorded on her record with BBB. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  29/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June ****, I paid to have my fingerprints sent to the ***** The company informed me that it would take approximately *** weeks. On or about July ****, I emailed the **** to ask about the status of my report. On July ****, the company called me and said that the fingerprints were not submitted due to "system issues". I went down to have the process initiated again, and the owner (***********************) was non apologetic, and said they would not charge me for this return service. It was their error and they only found out due to my request to the ***** I also informed them that the company representative that I met intially informed to take certain actions (which I did) and the owner told me that I was lying!! I further informed her that I was the *** of an organization where I brought her business in the past. I asked her to reimburse me for additional fees that I paid to the Calgary ************** (as a criminal background check) that was $** (note, I have given this business thousands of dollars in business) and she said she would not do that. Further, she said the **** check would take *** weeks where her previous employee told me it would take * weeks. The owner then informed me that she was going to ask her software provider for compensation so that she could benefit!!! She had no concerns for her customer (me). She said she would call me on Monday and asked that I leave and I said I would like further consideration now (in terms of refunding me a measly $**) and she said no. She further said that if I wasn't so "rude", she would have refunded me the money. She had no consideration for me, only her "feelings".

  

  Business response

  29/07/2024

  We submitted the fingerprints to ***** We do not own the *** party technology used to submit to the ***** The software was updated recently and we did not get proper notification of rejection of his request. There have been a few minor issues with regards to the upgraded technology and we have reported them.  As a result of the 3rd party software issues, we had to reprocess his fingerprints. Furthermore, we instruct all clients not to submit the local police check until after they gets the results from the ***** If they submit their local police check before getting their **** results they risk the local police check expiring. **** typically mails results in * ** * weeks but we warned him the **** is currently backlogged. It could take longer.  ************ checks expire after ** days. On the weekend he said he'd wait * weeks to get it done because he can't wait. So, I am using this platform to remind him once againif you do the local police check too early (ie. before you get the **** report back) and it expires againyou run the risk of it expiring again and at your expense.  We have no control over **** processing times. Once we submit the fingerprints electronically, the **** processes them and mails the results to the applicant.

  Customer response

  29/07/2024

   
  Complaint: ********
  
  I am rejecting this response because it is not true. 
  The statements made by the owner are far different from the co variation the staff had with me on June 26th. 
  

  Further, I would like my processing fee refunded. Not only is the owner lying (she was not present to factually state what her staff had informed me originally), her lack of acknowledging that the fee I paid was for submitting the fingerprints in a timely basis (ie on June ****) and not o e month later, is fully her responsibility  

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

*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. ↩