Complaints

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:01/17/2025

  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.

  I became a client of Capital City Matchmakers in 4/2019 for a annual membership of ******* the contract # CAP0852. The location at the time of Capital City Matchmakers **************************************** phone # ************** I had four to five dates which were problematic. I contact the offices and told them of issues. I spoke to a ****** in 8/2019. I decided to place a hold on matches after this conversation; which should have been valid for 4/2020. Then covid pandemic happened in 12/2019. I waited for the pandemic to run through and did get all the immunizations available. I contacted matchmakers back to advise them that I was ready to be matched again. I received returned calls from Matchmakers and when I returned there calls in 5/2023-2024. I was told that I did not make enough money to be a member.

  Business Response

  Date: 01/20/2025

  Ms. ****** purchased six introductions in 2019.  She received all six introductions plus one bonus introduction in 2019.  As such her membership was completed in 2019 and would not eligible for a refund.

• Initial Complaint

  Date:10/28/2024

  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 service was interrupted by COVID. The account was interrupted for 3 years. But they promised they would provide one candidate each month for 12 months. I only received 2 candidates by far. They refused to refund yet refuse to extend service!

  Business Response

  Date: 10/30/2024

  Ms. *** purchased a membership in July of 2018.  She placed her
  membership on hold on 10/23/2018.  Her membership included 8 months of
  inactive hold time.  The contract is clear that the membership expires
  once all hold time has expired.  Ms. ***** membership has been expired
  since 6/22/2019, more than 9 months before any COVID interruptions.  As
  Ms. ***** membership has been expired for 5 years it would not be
  eligible for any refund.

• Initial Complaint

  Date:09/18/2023

  Type:Order 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 visited the offices of Capital City Matchmakers on the 03/07/2023 to inquire about services offered. Instead I was met with a company representative by the name ***** who was coercive in leading me to signing a contract I was not ready to get into. I wrote to the company recinding the contract but I was told am outside the timeframe for canceling the contract.I received no services from the company todate but they are claiming I owe them $2600 and they have taken up services of a debt collector yet I have received no services from them. This is totally a one sided agreement. I feel this is a scam and the coercive nature is a strategy to lure the unsuspecting public into a contract which does not benefit me but the company.

  Business Response

  Date: 09/19/2023

  ************** had three days, excluding Sunday's, to consider her purchase
  and cancel without cost or obligation if she chose to do so.  **************
  did not cancel during that time and we moved forward with her
  membership.  We called ************** with her first match eleven days after
  she joined.  She informed us that she did not want to be matched so her
  membership was placed on hold.  She did not make her scheduled payment
  and her account was turned over to a collection agency for non payment. 

• Initial Complaint

  Date:08/01/2023

  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.

  In March, 2023, I agreed to pay $2,000 for 4 dating matches ($500 ea).Weeks of silence. I had to reach out. Given 2 excuses on lack of customer service - the **** ***** was out for her *************** were having problems with their voicemail system.1st person matched with was old, lived far away, & had no common interests. I agreed to brief meet-up. Worse dating experience ever. I provided extensive written feedback on the poor match. I asked for a refund. Finally heard from ***** who talked me out of it. I spent over an hour on the phone 'educating' her on what I was looking for and who I was.No response for weeks. Given a second introduction in May. Met my basic criteria. Spent time together twice. Not a match. Provided mildly positive feedback, but again got not response for weeks. Sent ************ complaints. Left voicemail complaints. **** contacted me in June with a third name & immediately said he was leaving on vacation & not available for a few weeks. I sent a text hello. The man asked for a selfie. I (unhappily) sent one. He sent one back. He was old, frumpy, & did not meet my criteria. Again. I immediately texted **** this was not acceptable. No response. Throughout June I texted, emailed & called. Nothing.In July I filed a dispute with AmEx b/c CCM can't fulfill the basic contract & were repeatedly non-responsive to my attempts to communicate. Suddenly, I hear back from ****. And she claims I have not provided feedback on my match. Which is not correct.I tell her the same thing I already put in email, in text & in voicemail - The business is a scam w/o enough people who meet the criteria to match. CCM avoids all communication to extend the time between offering matches. CCM offers inappropriate matches to buy time.I only asked for $1500 of $2000 back, b/c I believe the 2nd match was an attempt to follow my criteria. Now they are contesting my AmEx claim.All other feedback is via web forms - their internal communication.

  Business Response

  Date: 08/02/2023

  We're sorry to hear that the client has yet to find success through our service.  The client has received three of her four purchased introductions.  She didn't care for her first introduction stating that he acted to old and boring for her.  He was a year younger than the client.  Of her second introduction she stated that she see's why we matched her with him as they looked good together on paper.  She stated that she didn't feel a "spark or a vibe on the first meeting" but did continue calls and texts and a second date.  She stated that he was respectful, polite, kind, gave compliments, was a good communicator and was in good shape.  Under areas of improvements she stated that she thought his energy level was a bit different than hers.  The client did not meet her third introduction.  They spoke on the phone and exchanged photos then decided not to meet. We received this feedback two weeks ago.  On 7/12 we matched the client for the fourth time.  When we spoke with her she declined the match and requested that we not match her further.  We placed her membership on hold at that time.

  The client's membership fee would not be eligible for any refund.  Her membership included two months of inactive hold time which she is currently using.  We will gladly resume service of her membership if she elects to do so.
  

  Customer Answer

  Date: 08/02/2023

  I am rejecting this response because the company is providing FALSE information.

  "The client did not meet her third introduction." FALSE I was given contact info for a man who I was also told would not be available for over a week. I told ****** do not date other educators and am not interested in Sci Fi or classic cars. That's NOT an introduction to a compatible match.

  "They spoke on the phone and exchanged photos then decided not to meet." FALSE I never spoke to this person. He solicited a photo from me within the first text message exchange. I found that offensive, but obliged. The photo made it clear I was, again, given an incompatible match. I IMEDIATELY texted **** on Tues, May 23 [Evidence 1] to state this was not acceptable. I REJECTED the suggested individual as not appropriate, based on all previous feedback she had been given.

  "We received this feedback two weeks ago." FALSE Attached is the screenshot of ****'s response to my Tues May 23 message [Evidence 2]. It took her SEVEN DAYS to acknowledge the text message, a consistent pattern of poor customer service throughout my time. She replied on Tues May *********************************************************************************** HER OWN WORDS.

  "On 7/12 we matched the client for the fourth time.  When we spoke with her she declined the match and requested that we not match her further.  We placed her membership on hold at that time." FALSE On Tues June 20 I notified the company they were not delivering on the terms of their contract and I wanted out. [Evidence 3] 

  I also called and emailed in June. NO RESPONSE. Only AFTER I initiated a dispute through ****************** after MULTIPLE failed attempts to reach a living person at the company - did **** call to me IN JULY. I couldn't pick up the call, but she sent a text [Evidence 3]. I immediately replied [Evidence 4]. She called again the next week and attempted to "place my account on hold". I informed her I would not work with a company that could not fulfill a contract and consistently avoided responding to all customer attempts at communication.

  Note that the company is completely NON-RESPONSIVE to the other facts about VIOLATING MY CONTRACT

  1. Inability to respond to multiple calls, emails and texts. Going weeks without communication

  2. Lack of client base. Inability to offer a match based on broad, reasonable criteria

  Business Response

  Date: 08/03/2023

  My response was taken directly from our written notes taken at the time of the conversations.  As I was not on the phone calls I can only relay the information we have in our notes in her account.

• Initial Complaint

  Date:07/15/2022

  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.

  I signed on with this Matchmaker under the assumption they could find me some suitable men, not necessarily a match but suitable. They gave me addicts,alcoholics Etc but my main complaint is they gave my number out without my permission to a person from out of state that harassed me. I asked them about it, they apologized but they said that was no issue that they could refund any money. I stopped the service. I filed a complaint and now they're making up an excuse that they did get permission from me. They apologized to me about not giving me a heads up this guy was calling and now they're changing their story because they know legally they screwed up. These people need to be stopped. Not only do they not provide the service they claim but they break their promises, put clients in danger, they lie and they just keep taking more people's money. This is a disgraceful business they should be put out of business.

  Business Response

  Date: 07/18/2022

  We are sorry to hear of this disappointing review. Our company has spent decades qualifying singles on numerous factors, which has allowed countless singles to achieve their dating and relationship goals. We qualify our clients by performing numerous screening processes both over the phone and in person. We conduct in depth interviews, ask to show identification, then only after qualifying do we invite them to enroll. We then perform a background investigation and disqualify anyone with felony convictions. While all of these measures are in place, unfortunately there is one thing we cannot control nor predict: human behavior. 
  
  To review her concerns in detail, a member of our management team spoke with ****************** on December 14, 15, 21 and January 4. They not only apologized for her experience, they also provided her a complimentary match for the introduction she is referring to. Furthermore, we expressly deny that our company "legally screwed up", as she claims. In December, we mailed a letter to her regarding her membership from our internal legal department expressing her inability to cancel. If she would like further clarification, we encourage her to respond to that letter and address it to our corporate office at **** ********************, ************, ** 74012. 
  
  We are providing many solutions to ****************** for her dissatisfaction and hope that she will openly discuss and communicate these solutions. If she is not interested in using our services, we encourage her to reach out to discuss the option of transferring her remaining membership time. Otherwise, her membership is not eligible for cancellation or refund as stated in the agreement executed upon enrollment. 
  
  
  

  Customer Answer

  Date: 07/26/2022

  I am rejecting this response because:

  I went back into the account and read their letter.  yes they gave me lots of options but every time I allowed them to do that they gave me somebody worse.  I decided I was going to cut my losses and try to stay away from dangerous people they were setting me up with.  they absolutely did legally s**** up by giving my contact information out to someone that they did not get my approval from. that's an absolute lie that they asked me first they did not. I'm not satisfied with what they said they continue to lie . I would like to document that somewhere so that future people trying to use them will be fairly warned. I was not.  I wish I had read more reviews
  

  
  

  
  

  Business Response

  Date: 07/27/2022

  Unfortunately, the client is simply using this response as an opportunity to hurl insults at us.  There is nothing new to respond to.

  Customer Answer

  Date: 07/27/2022

  I am rejecting this response because: my main reason for rejecting this is not because of all the inappropriate people they sent me. It's because of the LIE they continue to tell where they gave my number out to someone I did not approve. The way this unfolded was I got a call from a number I didn't recognize. I listened to the message. It was a gentleman from another state who said he was given my number by the matchmakers. I called them and said why did you give my number out without my permission. They said ***** was the Matchmaker and they apologized profusely that he did not contact me prior to giving my number out. They said perhaps this guy in **** was moving to the area and that's why I got his number. I tried to reach *****, he wasn't available. I called the number and the gentleman had no intention of moving here. We talked for a few minutes. He in fact told me that he had got nothing but horrible dates so they refunded 50% of his money and that I was his last chance so I know for a fact that they don't do well for at least one other person. You can check those records I'm sure he's got a lot of complaints too. I told him I wasn't comfortable dating someone so far away it didn't make sense so I ended up ending it. He said he hoped I changed my mind. I said I appreciate that but that was that. Then he started texting me constantly saying he would move to ******* to be near me. I was very uncomfortable with that. I told the matchmakers and they said they would call him but that ultimately they're not responsible for his behavior and then I should call the police. I feel if I paid someone $8,000 that I shouldn't be set up with a man that I have to call the police on. This is my real beef with them I would trust them. There was another guy I was set up with who said he hadn't heard from them in many many months so he didn't even know if they knew he existed. I don't think I'm the only one that thinks they do a bad job. I wanted an apology and an acknowledgment and I just wanted a partial refund. I was willing to negotiate but the fact that they turned on me and lied right to me when they know what the truth is, that bothers me and that's why I reject this. If they think I am hurling insults, that is insulting to me.
  I am trying to save other women from waxting their money and potentially getting a stalker.
  

  Business Response

  Date: 07/28/2022

  Our written notes shows that we spoke with ****************** on 12/13/2021 at 9:23 am about her match with ****** and she accepted the match.  I can only attest to our written notes and they indicate that she was informed of the match.  The client told us that ****** was texting her that he would move closer to her if they were right for one another and she considered that "stalking".  Of course, we direct our members to call the police if they ever fear for their safety.  We have not seen or experienced any inappropriate behavior from ******.  The client has not informed us of any inappropriate text messages from ******, only that he reached out to her after she informed him that she wasn't interested.  As stated previously, her membership fee is not eligible for any refund at this time.

  Customer Answer

  Date: 07/28/2022

  I am rejecting this response because:
  Because the bottom line is they're going to change their records to say whatever they want. The order of events was I received a phone call from someone out of state. My original meeting with them said nobody within 30 minutes. Why would I accept somebody out of state? When I called back in they didn't know why the person did it and they also had no information on the guy because the Matchmaker was unavailable. Me reluctantly calling this person back to find out what his story was is in NO way me accepting him. They can say whatever they want, doctor their records to say whatever they want. It makes no sense why I would accept a person in another state when I clearly said in my interview at the beginning no more than 30 minutes away. These people put you in a dangerous situation when they give your info out without permission. When they give you a name you don't get a last name you don't get a photo you don't get to even look up anything about them. I saw there were complaints from other people about being put in a date that was dangerous.
  Even the guy I reluctantly called said they have him up on such awful fates they refunded him half his money.
  I am trying to save future people from waxting their money and being pit in a bad situation.

• Initial Complaint

  Date:07/08/2022

  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.

  Capital City Matchmakers charged my cedit card $1500 on June 2nd,2022. On June 9th, 2022 I cancelled their services and told ******, that I wanted my money refunded, since they had done nothing for me. He said he was going to submit the request to management. I called him again on June 23rd since they had not refunded my money, and he said they were going to refund the following day. Today is July 8th, and they still have not refunded my money.

  Business Response

  Date: 07/08/2022

  Her refund was issued on July 1st.  We informed her on 6/29 that it would be ran on July 1st.  We informed her on July 8th, earlier today that the refund was issued on July 1st.  She decided to write this complaint after clearly being informed that the refund was issued seven days ago.  It is sad that she decided to write the complaint anyway about something that has already been handled by us.