Complaint Review: Royal Canadian Pardons - Toronto Ontario

Hired this company to provide us waiver entry services. This company was very quick to take my money, however, after that process was complete I can count the number of times I have heard from them on one had in the past 7 months of this process. My situation was a little different in the fact I knew I had no record with the RCMP( due to a file destruction) so my prints should have been received on time. I was told from Terrance( the only person I ever talked to in this company, though he told me there were several departments that all handled different paperwork) that they were waiting for my prints in order to proceed with obtaining court documents. I went for my fingerprinting in September, I called this company in November in which I received a response from Terrance that they haven't received my prints and that it can take up to 120 days. I called back in December - same response. I then decided to send an inquiry email to the RCMP in Ottawa for a status update only to receive an email back stating that my prints were sent in September, literally 4 days after I had sent my prints in. From Ottawa to Toronto by post mail doesn't take 3-4 months even with the holiday season. I called again in January only for Terrance( because when you call the 1-888 number the only person who will answer if they even answer at all is Terrance) I told him I sent an email to the RCMP and they replied that they replied. He responded with " Oh ya I saw your prints came back in December". I wonder if I had just asked him if he received my prints if he would have lied. Nonetheless, I never received an update at all, I expressed this issue and all he told me was that they won't contact me until the end of the application process. Strange- you provide a service and you can't even send updates via email on the status of my application. Next step to obtain my court documents. I asked them to provide me with a copy of my prints from Ottawa and Terrance said it was the processing department that had access to my information and that they couldn't send me this info because they don't have the capability?! So they can't fax or email my information that I'm legally entitled to. By now I've already expressed my concerns with Terrance that I wasn't happy with the service I was receiving. They couldn't provide me with proof that they actually requested my documents from the courts which apparently they can't do without filling a FOIP request since my documents were destructed. At this point I lost all faith in this companies actions, they only updated me when I would call them to inquire about my status and even at that their updates were very vague, I have no proof that they even have my prints, requested my documents from the courts or have even looked at my file. Because I was unhappy I asked for a refund on the services they haven't completed. I mean if they have done work I have no problem compensating for your time, however, the service was not finished and at this point, I am taking my business elsewhere. Terrance specifically told me that I don't qualify for a refund of any sorts even though the service has not been finished. I asked to see their refund policy, he has yet to reply. After asking for a refund and expressing my dissatisfaction with this company I have yet to hear from anyone. I have since then taken my business elsewhere in which the process is moving much more smoothly and faster in the 4 months I have dealt with them then in the 7 months I have dealt with Royal Canadian Pardon Services. I don't recommend this company at all. I mean their address is not even their physical location. If you value your money don't bother, your money is better spent elsewhere. Absolute waste of time and money!