Complaints

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

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  eHarmony, Inc.

  3583 Hayden Ave Culver City, CA 90232-2412

  
• 

  eHarmony, Inc.

  10900 Wilshire Blvd Fl 17 Los Angeles, CA 90024-6522

  

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:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Service purports to introduce singles to each other. I have encountered no or close to no real people on the service. It is overrun with scammers, When I receive a like or an interest i's fairly easily identifiable as a scammer, usually by what is written in the profile and often a solicitation to go offline RIGHT IN THE PROFILE INTRODUCTION. I then report the profile and about 24 hours later receive an email saying that the profile was removed, if indeed they decide to do anything. Why am I spending my time identifying all the false profiles without communicating with any real people? Why doesn't the service do this in advance before they're posted? I paid for a one year subscription which started a few weeks ago, I requested a refund but was refused.

  Business Response

  Date: 05/08/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  We have reached out to this consumer directly to assist further.

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 signed up for an eHarmony subscription on 4/28/25, and offer a 30 day free trial, but apparently that is not how it works if you click on something. Then they issued it at the premium level, which is about $225 more than the lowest one I clicked, and $702 is pending on my credit card. The system is misleading, information is scarce on the website in order to make an informed purchase, and customer service seems to be scarce as well. I was led to believe I was still under the free trial, and am having trouble reaching anyone there.

  Business Response

  Date: 05/03/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  In regard to the Consumer's recent inquiry about a refund of subscription dues, we have reviewed this account and confirmed that the Consumer has purchased a premium subscription. 
  eharmony is unable to guarantee the quantity, quality or type of potential matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, although, we are proud that many members have successfully found the love of their life by using our service. 
  We are unable to honor the consumers request for a refund as they are outside of our cancellation policy, as stated in our Terms and Conditions. Our complete cancellation policy in our Terms & Conditions can be viewed here:  ***************************************************************;. Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 
  We can confirm that the Consumer's account will expire with no further charge. 
  We appreciate this Consumers time in this matter and hope that they will enjoy the remainder of your time with eharmony. 

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  My chief problem is with the way their website did not make clear what option I was signing up for because it popped up in the middle of reviewing a potential match. It is what it is, however, and I will be sure to warn others to be careful when using their website. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The site has scammers who are pretending to be someone else. I did get a refund for part of situation, only to have one month paid for. I was OK with that until I went onto the site and theres another woman claiming to be me. I wrote eharmony, and are not responding.

  Business Response

  Date: 05/06/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  We have reached out to this consumer directly to assist further.

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/28/2025

  Type:Billing 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 have attempted several time to cancel my subscription and not be charged. I do not use the service and I am currently engaged to someone. I feel it is absolutely ridiculous that I should pay for a service and not be able to cancel at any time.

  Business Response

  Date: 04/29/2025

   Regarding the complaint filed by this Consumer, we have the following response: 
  
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
  
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  
  
  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew.
  
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23258432
  
  I am rejecting this response because:

  There was no attempt to rectify the complaint. I should not have to make any payments when I cancel the subscription regardless if it's a payment plan or not. If the site is unused and payments have been made since the initial there should be no reason why I should be charged monthly. I do NOT accept their response. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/03/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23258432
  
  I am rejecting this response because: they will not cancel a service that I am not using or intend to use in the future. I truly think this is bad business. I have paid for a service I am not using and I feel they should at least not charge me again from this month to the end. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 joined e-harmony for a one-year membership on 11/26/23. I received an e-mail on 11/27/24, stating the 1st payment of my renewed 12 month plan, totaling $550.80, was declined. The credit card I used to initially sign up for my ONE year subscription was hacked and deactivated. I responded on 12/2/24 & 12/3/24, stating "I did not authorize renewal of my account and will not pay for a service I did not order of authorize. Please proceed and delete my profile from the site." No e-mail alerting me to the account renewal or impending payment installment was forthcoming. The company's cancellation policy was revised 3/1/24, months after I joined, in 2023. I continue to receive threatening e-mails for payment, even after I explained my credit card was hacked and am not willing to enter any credit card # in their system. I offered to pay the $112.91, they claim I owe, by check and received info on how to log back into my account, to enter credit card info.I take issue with the following:Did not authorize any auto renewal on my account.Did not receive e-mails stating account was being renewed or auto payment would be ******************* policy for auto renewal was revised after I joined in 2023. Company also cited 4 different amounts due on my ******************/4/******. 70 (12/2/24)119.69 (3/16/25)112.91 (3/27/25)I will not provide my credit card info to this company. Shady business practices and they do not operate in their customer's interest.

  Business Response

  Date: 04/27/2025

  Regarding the complaint filed by this Consumer, we have the following response:

  In regard to the Consumer's recent inquiry regarding a refund of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
  eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12-month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.

  
  As a result, this request is outside of our cancellation policy. We can confirm that the Consumer's account will not renew after it's expiration.

  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23246254
  
  I am rejecting this response because: I will, and offered previously, to send a check to e-harmony in the amount of the most recent amount they stated is owed ($112.91) via a certified bank check.  Per previous communication from e-harmony, which stated "After careful consideration and review of your account, I have made an exception to our normal subscription renewal policies.  As a one-time courtesy, I have waived the payments due on your payment plan." (incident 241130-002436).

  Please send the contact name or department and the address and I will send the certified bank check by certified mail asap to resolve and close out this matter. The credit card used to open my one-year subscription in 2023, was hacked and is no longer valid. 

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

  Business Response

  Date: 05/04/2025

  Company's Response:

  We have contacted the member directly to assist further.

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. With the assurance the following confirmations from e-mails from eharmony  of NO further charges or unauthorized renewals OR credit card deductions are made on this account. 

   

  Sincerely,

  
  ***** ******

• Initial Complaint

  Date:04/24/2025

  Type:Billing 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.

  They charged me for a subscription I never authorized and 2 of the final two charges dated to when I was in the hospital.They also refused to respond to my emails--I would have called but they do not have a phone number online

  Business Response

  Date: 04/27/2025

  Regarding the complaint filed by this Consumer, we have the following response: 

  In regard to the Consumer's recent inquiry regarding subscription dues, we have reviewed this account and confirmed that the Consumer has purchased a premium subscription. 
  eharmony is unable to guarantee the quantity, quality or type of matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, although we are proud that many members have successfully found the love of their life by using our service. 

  The Consumers request is outside of our cancellation policy, as stated in our Terms and Conditions. You can review our complete cancellation policy in our Terms & Conditions here:  ***************************************************************;. Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 

  
  We appreciate this Consumers time in this matter and wish them the best. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23245975
  
  I am rejecting this response because:
  

  I have been deemed disabled and unable to use the premium membership as of Jan 21 2024. You were not available for me to explain this via email. your policy states that you will cancel and refund the policy because of a disability.

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

  Business Response

  Date: 05/03/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23245975
  
  I am rejecting this response because: I am medically disabled and according to their own policy I am entitled to a refund. I was hospitalized and deemed disabled. They are taking advantage of me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/23/2025

  Type:Product 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 signed up for eharmony for a 3 month plan (subscription) by mistake, and few minutes later I contacted customer care to inform what happened and asked them to cancel the purchase. After few attempts to receive a response, I was notified that a refund will not be processed and they'd continued to charge me for the next 3 months. The plan is on automatic renewal, which they said would be cancelled, but that didnt happen and I am still been charged till today. I have contacted the customer care few more times with no resolution to my case. In summary, I'd like to request a full refund to what has already been charged in my credit card.

  Business Response

  Date: 04/25/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
  
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  
  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew
  . 
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

• Initial Complaint

  Date:04/22/2025

  Type:Billing 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.

  They claim on their website get who gets you. However as a Christian they are unwilling to match according to denomination or church attendance which made the sight useless to me. After my credit number was stolen they billed me for an entire years worth even though I am unable to use the sight at all.

  Business Response

  Date: 04/25/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  In regard to the Consumer's recent inquiry regarding subscription dues, we have reviewed this account and confirmed that the Consumer has purchased a premium subscription. 
  eharmony is unable to guarantee the quantity, quality or type of matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, although we are proud that many members have successfully found the love of their life by using our service. 
  The Consumers request is outside of our cancellation policy, as stated in our Terms and Conditions. You can review our complete cancellation policy in our Terms & Conditions here:  ***************************************************************;. Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 
  We appreciate this Consumers time in this matter and wish them the best. 

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  April 1, 2025, my friend played an April ***** joke on me and took my phone and signed me up for eHarmony. I immediately contacted eharmony that morning and told them and asked to be reimbursed due to fraud. They refused and are going to charge me for a six month subscription that I told them I do not want and I did not signup for I would like to be reimburse and for them to stop charging me as the person that signed this up for me was fraudulent they have a disability and they live in ******** and under eHarmony Rules if you live in ********, you can get a reimbursement after within days of signing up.

  Business Response

  Date: 04/25/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  In regard to the Consumer's recent inquiry about a refund of their subscription dues, we have reviewed this account and have processed a refund of the subscription dues. We thank this Consumer for taking the time to try our service and we wish them all the best. 

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/22/2025

  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.

  4/15/25 I joined **************************, Profile ID: ********, Subsc Tier: Premium UNLIMITED, Subscription Length: 6 mo, Subs Price:180.95, *** debit in 4 consecutive mo. pymts/o ***** Pymt method: *********** CC, *********** initially agreed to T&Cs NOT being made clear that cancellation policy is normally only a 3 day period - but according to them does not apply to ID, where I reside. & even if I cancel, theres no refund whatsoever & pymts will continue. They didnt make their ******************* policy visible. At all. Anywhere, until emailed receipt. At which point its too late. In the following wk I only received 1 match & discovered the website is not plus size friendly in terms of available dating pool. I contacted them initially by email 4/20/25 stating clearly & unequivocally what my concerns were & what I wanted. That was that I wanted my account canceled & a full refund & all future payments cancelled immediately. I stated I was concerned at the lack of available dating pool in my *********** of plus size inclusivity. They ignored my request & stated there would be no refunds. Offered useless options. I proceeded to exchange emails with ***. No phone number was working or available. And as initial charge to card was still pending I couldnt dispute with bank, but do plan to. All emails resulted in a stalemate. They refused my request for refund & to cancel future billing, despite my stmt that they can choose to override their own policy due to an unsatisfactory experience but the customer. Subsequently found out via forums online that this behavior is all too common with them. It is borderline extortion and false advertising. They have ZERO care for customers & only care about money. Cancelled my ************* to pay. Advised them of this. They didnt comment on that. Read that they will threaten collections. Want a refund & cancel all future payments. Even offered to let them keep the 1st pymt if they cancelled the *********** refused.

  Business Response

  Date: 04/25/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
  
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  
  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew
  . 
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23233500
  
  I am rejecting this response because:
  

  Their customer service level is unacceptable on every level. Literally every business has the ability to override their own policies in cases of severe customer dissatisfaction or in this case when they have near extortion level of dishonesty in their visible payment policies and refusal to negotiate. Plus they did not provide services as advertised. And are discriminatory in their lack of plus size inclusivity offered in their services. Again linked to false advertising. I want assurances in writing that they will cease ALL billing attempts now and in the future and assure me they will not seek collections. The payment method they have on file has been closed and canceled. I REFUSE to give in to their strong arm tactics on principle alone let alone legitimate grounds stated previously. 

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

  Business Response

  Date: 05/03/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23233500
  
  I am rejecting this response because: they refuse to acknowledge my reasonable requests and concerns! In any way shape or form. Its unprofessional and borderline extortion. Highway robbery! I WILL NOT pay for or be extorted for a service that was not as advertised. I even let them keep the first payment and didnt dispute it in hopes they would be reasonable and cancel all further payments and give ma a guarantee in writing that no further billing attempts or collections would be attempted. I dont think thats an unreasonable response. They cant get away with treating people like this! Its unethical on every level. No integrity whatsoever! How can companies get away with robbing people like this?!  
  
  Sincerely,
  
  ******** *******