ComplaintsforCanada Certificates

• Initial Complaint

  13/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  this company mislead me. it's web site is deceptive as it made me believe that they are a government agency when it is not. i realized this too late when i realized that government agencies do not charge tax on services. they could not be reached with in minutes of this realization to cancel the order for a birth certificate. they list numbers to reach as those with the provincial governments. **** ** ********** *** ** ** ******* **********

  Business response

  13/07/2022

  Hi BBB,
  
  Thank you for your email. We do apologize for any inconvenience the customer felt. We would like to let you know the timeline of our dealings with this customer.
  1) The customer submitted an application to our office at 11:35am on July 12.
  2) The customer emailed our office at 12:41pm on July 12 asking for a refund.
  3) Our office replied to the customer at 12:50pm (9 minutes later) advising that the application had been cancelled and her credit card has been refunded. In fact, the charge hadn't even been posted yet, we simply voided it.
  
  We understand that the customer was not happy with our service but our website very clearly states that we are not the government.
  
  We hope the customer was satisfied with the charge being voided within 9 minutes of asking us.
  
  

  Customer response

  14/07/2022

  Thx for this, yes they did resolve this complaint as per my email to you last night. I must state however that their web site if misleading and there is not a number to call . their number is the ********* Malls number
  
  Thx again
  
  *****

• Initial Complaint

  19/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yesterday I made an online error in searching "birth certificates Ontario". This business website popped up with the Canada symbol (that I see on Federal website all the time). I proceeded to populate my personal information to receive a birth certificate. Upon completion it struck me the wording for payment and after the fact ******** ** *** **** **** ******** I have cancelled my Credit card but my personal information I cannot receive back! The $90.40 is pending as a transaction on my card, I'm working to try to cancel that. I have emailed the company Canada Certificates yesterday and received nothing back yet. The phone number is a fax, their address a mall and the alternative phone number is Service Canada. * ***** **** ***** ******* ** * **** *** * **** ** ******* ****** **** ****** *** ***** ******** *********** ** *** ***** *******

  Business response

  19/05/2022

  Hi there, we are sorry that the customer felt *******, but we would like to inform you that our company is in fact legitimate, and the certificates are government issued. We did not receive an email from this customer asking to cancel the application or for a refund. Had we received such an email, we would have cancelled the application and refunded the credit card charge. Because we want to avoid any delays, we strive to process applications as soon as possible. This customers application has already been processed, however, we have refunded the full amount back to the credit card that was used in the application.

  Customer response

  20/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good day,
  
  I have now emailed you, Canada Certificates, twice to ****@******************.com- all I want is a response. I have no other way to contact you and I need reassurance that I do not need to submit my information for a birth certificate as I am pressed for time and needing it. Service Ontario told me on Wednesday it wasn't received and I'd get an email. As of now, I don't have any confirmation. Can you advise what day you submitted this?
  
  Secondly, to your reply- I was charged your fee to my credit card and this is fine...if the work was done. I really just want contact from you that this was done so I can stop worrying about it. You have all my information to contact me and I've written you two emails.
  
  Jill

  Business response

  20/05/2022

  Hi *******,
  
  Processing of your application was completed on May 18. You should receive the certificate within the next 4-5 business days. Please note that we have fully refunded the charge to your credit card. That should appear on your account within the next day or two.
  Regarding your two emails, we apologize, but we cannot seem to locate them. We will look into that issue and we can understand your frustration on not receiving a reply.
  To summarize, you should receive the certificate within the next 4-5 business days and your credit card has been fully refunded.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested on line a birth certificate thinking I was contacting Service Canada. on March 24 Paid $90.40(already taken on my credit card) Tried several ways to contact this company with no success Even my Email was not excepted

  Business response

  23/08/2022

  Business Response /* (1000, 5, 2022/04/06) */ Hi, we are sorry that the customer hasn't been able to reach our office. We looked through our records and it seems we emailed the customer on March 25 to confirm if she wanted the "long form" birth certificate since US immigration generally prefers the "certified copy of birth registration". The customer replied to our email on the same day confirming she wanted the "long form". Our office replies to all emails within an hour of being received during business hours. If she was not able to reach us, it is possible that the customer did not use the correct email address. However, we have fully refunded the charge back to her credit card for any trouble or inconvenience this has caused.

*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. ↩