It's sad because when we first started our services with this firm they were great. Their follow up was great the front office staff great very professional and customer service oriented. Now 5 years later that we went back to start the pardon process I can not say the same. Seems as if there is all new staff which are not customer service oriented. You call and if they are busy they ask you to call THEM back in 10-20 minutes to see if they can assist. You try to make an appointment they say that they will get back to you and never do you end up having to call them back and after reminding them that you were waiting for a call back from a week ago to schedule an appointment they assist. The person who handles the pardons is only available 1 day a week which is Tuesdays. Their availability is not very friendly for people who work during the week. Their is no follow up and they show no interest in the cases. We put $1,000 down to start the process and did not receive any services the availability of the licenciada did not work with our work schedule, we wouldn't get call back to schedule and she never followed up with us showing interest in our case or asked if we had any documentation ready for them to review. When we had questions in regards to a format for letters from family member and friends they could not get us a clear answer I asked for something in writing to better explain how the letters should be from a family friend and the answer I got was that they had already given me a format and just follow that format. Again not taking the time to explain or answer my question. Lack of customer service. And it's not like we were not paying for the services again we put $1000 down. We ended up pulling the case and when we asked for part of our down payment back because they didn't do anything for us and have failed to follow up or answer our questions they stated no that since we were canceling the case nothing could be returned. We pulled because they were not providing satisfactory service which we were paying for. So sad should have know that them moving for the 3rd time was a sign of not to go back but gave them the benefit of the doubt and we are now down $1000 which may not seem like a lot but when you a low income family with 3 kids and a deported husband who makes about $3 dollars an hour that's significant amount for my family which we will not get back! They need to get their stuff together again and understand that legal fees are not cheap and see their clients as individuals and not just $$$ and case numbers and provide the services clients are paying for. I would recommend customer service training, phone etiquette and follow up training for the employees in Tijuana. read more