ComplaintsforVida LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially engaged with ****** ***** in late September. He recommended the 100 hour package for $3195. He described Vida as using a multi factor approach and said they would be conducting a pro active search, managing my dating platforms, selecting the best photos for my profiles and re writing my dating profiles. He said this would include tapping into their internal database and recruiting. I spent a couple of hour providing detailed information on myself and what I was looking for. I told ****** I was skeptical that there was a deeper pool in my geography and demographic and he assured me that the potential dating pool would expand. None of this happened. My potential dating pool did not really expand beyond what I see when hanging my own dating sites. There were zero internal matches. Some of the "writers" were not adhering to my filters and what I was looking for. I went on 2 dates that came through my dating sites that I could have dated on my own without their help. This was a total waste of time and money . I did not need to spend $3195 plus the cost of the dating apps to basically yield nothing. My matchmaker was based on the east coast so probably the writers were also and no one understood the geography limitations in my area. Their contract says no refunds but I believe what they sold to me was basically false and they over promised and under delivered.

  Business response

  02/07/2024

  While we regret that this client did not perceive the value of the service to be in line with what she paid, VIDA Select did in fact provide all services promised as outlined by ****** to the client on their initial call, in our legal service contract, and as described by the client herself in this complaint. 
  
  The client received a fully optimized set of profiles with new profile text and a curated and edited photo selection. The team provided management of these dating profiles as outlined in the contract, and conducted multiple searches of our internal database for compatible matches. 
  
  The client went on two dates with candidates identified and coordinated by VIDA Select, and she went on a second date with one of the men we matched her with. 
  
  The assurances given to the client by her matchmaking advisor ****** were in the context of the client residing in a major US city where VIDA Select works with a diverse and extensive client base. Ultimately, we were only able to identify one internal match for the client. However, he did not reply to our inquiry as to his interest in meeting her. Internal searches are an ongoing process as new members sign up daily.
  
  Regarding her statement that we “were not adhering to my filters and what I was looking for”, we did make strategic decisions to slightly expand the client’s preferences, such as geographic location, to enhance the pool of potential matches when we began running out of exact matches. Upon a thorough review of this client’s account, this is the only instance where we did not exactly adhere to her stated preferences. We acknowledge that the reasons for this should have been more proactively communicated to the client. 
  
  The other comments the client made about men not meeting her preferences were around perceived attractiveness. This can be very nuanced, which is why learning our clients’ taste as we work together is a normal and ongoing part of our process. 
  
  Throughout the course of this client’s service, VIDA Select provided 11 matches that aligned with the client's interests and that were approved by her, leading to arranged dates by VIDA or conversations that the client chose to take over. 
  
  While we understand that the service may not have met her expectations in terms of being matched with internal candidates, we did fulfill all contractual obligations. In fact, we provided 103 hours of service when she paid for 100 hours.
  
  Considering that the client went on 2 dates with approved matches (and on a second date with one of them), received a total of 11 approved matches, and a full set of non-retrievable, fully optimized profiles which she also approved, a refund is not an appropriate resolution.
  
  If she so wishes, we will keep her profile live in our internal database, making her eligible for matching with future paying clients. We are happy to do this with no additional cost to her, and her internal matchmaking profile can remain active for as long as wishes.
  
  We’d also be happy to provide a 2-week extension of our full online matchmaking service, at no additional cost to the client if she’d like. 
  
  We understand this is not the client’s desired resolution. But as we’ve outlined above, we fulfilled all of our contractual obligations, the client benefited from the service received, and we exceeded the number of service hours she paid for. As such, we believe this is a resolution that is both fair and reasonable.
  

  Customer response

  02/13/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The 2 dates that I went on I had prior communication already through the dating sites that I already pay and subscribe to. It is not accurate to say that the only reason I rejected some dates was attractiveness. That is untrue. I would accept as extension of the full service as a remedy and to keep me in their database. How would we proceed from here? Regards, Complaint ID: 21227759    

  Business response

  03/03/2024

  Regarding the 2 dates in question, the client’s dedicated writer carried the conversations through to completion and set the initial date. Upon review, we also found the following feedback, directly quoted, on various matches she said no to: "not attractive," "nerdy looking,” "strange looking" etc. While the client did decline other matches for reasons like distance, appearance was a main focus per her feedback to her Matchmaker. 
  
  That said, we are happy to continue to learn her preferences and tastes during this extended service time and she is already back in touch with her Matchmaker to arrange this continuation.
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ***** ******* *** ******* ** VIDA select, tricked me into sending him a $400 deposit, without providing a timeline or any follow up as to when my appointment would be.

  Business response

  10/11/2021

  When this customer initially signed up with VIDA, for some reason the emails he received to begin setting up his matchmaking service were filtered to his spam folder by his email provider. This issue was quickly resolved with the client, who I have been in communication with via phone, email, and SMS.
  
  On 9/30, he sent me an email that began with "Thank you, ****** for handling this with the utmost professionalism." He continued, saying, "This had recently unfortunately become my automatic response after having at least 3 separate businesses, since the start of the pandemic, charge me much higher amounts for different services, and then disappear and stop all communication. I have not had any luck recovering those funds. I will calibrate my reactions better, given that there are clearly still good online businesses, like yours. I will work with the BBB to try to undo or, if it is not possible, at least minimize the impact of my mistakenly created filing."
  
  The client has asked the BBB to remove this complaint from their website. However, their 10/1 response to his emailed request stated: "While we understand your concerns, your complaint met our acceptance guidelines and was processed, received and read by the business before your request. It is the policy of our national organization that BBBs do not retract complaints once processed."
  
  As this complaint is a matter of public record, I'll address what happened in a bit more detail here:
  
  The client completed his initial consultation with me on 9/22. During that call, I clearly laid out the process, pricing, etc., and he decided to sign up by providing a deposit that would go towards his 1-month package.
  
  On this same call, he also provided his availability for the 90-minute kickoff call with his matchmaker. I told him I would get this call scheduled for him and introduce him to his matchmaker within 48 hours, which I did. The introduction was sent on 9/24 using the email address he provided. Several other setup-related emails were also sent after that, including one on 9/25, wherein his new matchmaker introduced herself and confirmed the time of their kickoff call that had been scheduled on 10/8.
  
  After not receiving those emails, due to the spam filtering from his email provider, the client emailed me at 12:42 am EDT on 9/30 expressing concern that he hadn't yet heard from us. Even though it was after midnight for me, I replied to this email within the time span of 22 minutes, advising him that he should have received several emails from us and asking him to check his trash and spam folders to see if somehow the other emails ended up in one of those. 
  
  Unfortunately, even though I'd replied within 22 minutes of him sending the email, I received notice from the BBB the following morning that he'd filed a complaint with them. Early that same morning, after finding our emails in his spam folder, the client emailed me to apologize for jumping to conclusions.
  
  I understand this customer reacted to the situation based on negative experiences with other services. However, it's unfortunate that, due to the inflexibility of the BBB's policies, the impulsive action this customer took before trying to figure out what really happened here will now form part of our online reputation for a period of 3 years.
  
  We are glad to at least be able to set the facts straight in this response!

  
  

  Customer response

  10/20/2021

  Better Business Bureau:

  I would like to mark this complaint as resolved by the business .  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Complaint ID: 15920788
  

   

   

   

• Initial Complaint

  09/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vida Select charged my credit card an outrageous $5195 without my authorization. I contacted them and they said I have a 3 year obligation and will not refund me. I only agreed and paid for information regarding the service $300. They have not performed a second of work and I have never agreed to anything. Every time I call a 3rd party representative says the person in charge of refunds is not in. I got emails from a person named Megan saying they will not refund me. They have not provided me with such contract and have failed to provide me and invoice or receipt.

  Business response

  09/22/2021

  This client has discredited himself completely by submitting a complaint full of claims that are demonstrably false and libellous.
  
  The only true statement in his complaint is that he was told he was not entitled to a refund per the contract he signed. The contact he signed makes his commitment and our refund policy very clear.
  
  In the attached 16-page PDF, you will find documentation of communications VIDA Select has had with this client, including the signed, executed contract and receipts he claims he did not receive. (As you can see in the attached screenshots, our system shows that these receipts were each delivered to his Hotmail address the exact same minute each transaction occurred.)
  
  Now I will address each false claim individually...
  
  Claim #1: "Vida Select charged my credit card an outrageous $5195 without my authorization."
  
  This is one of the largest, most serious matchmaking packages we offer, and the client knew the associated price before signing up. We offer multiple packages at lower price points, with the price determined by the number of hours that will need to be devoted to the client’s search given the parameters. The client was also presented with two less expensive options over the phone on 1/21 and in writing in a post-call email he received that same day; the $5195 package is the one he selected.
  
  The charge was not made without the client's authorization. In order to move past the 90-minute kickoff call with his Matchmaker and have us begin setting up his profiles - which we did - he had to authorize the remaining balance payment. That was made crystal clear in writing and over the phone.
  
  The attached 1/22 email where he was introduced to his Matchmaker, Rosalia, stated: "Since you've already put down a $300 deposit, Rosalia will request your authorization at the end of the 90-minute call for the remaining balance of $5195 for month 1 to be billed to your card."
  
  On that 90-minute kickoff call with Rosalia, he authorized the remaining balance payment and requested that his monthly service not be renewed automatically.
  
  Following the completion of this call with Rosalia, she sent him the attached 2/4 email with the subject line "VIDA | Getting Started". As you can see, it states: "Finally, per our call, we will be billing your account for the remaining balance of $5195. Per your request, your subscription will not rebill automatically. Let's touch base closer to the end of the month to see how you're feeling about continuing." (Note: As you can see in the attached email screenshots, he even responded to this email the following day.)
  
  On 2/4, the client also signed our legal agreement (as you can see in the related documentation, which shows it was delivered to and opened from his email address and executed from what appears to be his Los Angeles IP address). 
  
  With everything made clear in writing and agreed upon, we also proceeded to charge the remaining balance to his card later on 2/4. Once again, he was provided with a receipt for this charge via email the exact same minute that the charge went through.
  
  Claim #2: "I contacted them and they said I have a 3 year obligation and will not refund me."
  
  VIDA’s memberships are monthly, meaning clients only purchase one month of service at a time. Clients can stop or pause at any time, simply by notifying us - as the client did in this case. The commitment was made clear before he made the full commitment, and most importantly, it was clearly outlined in the legal agreement he signed on the same day we billed the remaining balance payment to his credit card. 
  
  As you can see in the signed legal agreement we've attached, it states: "In the case the Client terminates/cancels prior to the end of a month of service, the remaining days of service in that month will be reserved for future use for a period of up to three (3) years." The contract he executed also clearly states that "VIDA does not offer partial or full refunds to the Client for not achieving specific results, nor for any other reason."
  
  Claim #3: "I only agreed and paid for information regarding the service $300."
  
  This false claim has already been debunked above. To recap, the client selected one of our most expensive packages, executed our legal agreement on 2/4, and on 2/5, he even replied to our 2/4 email that informed him that the remaining balance would be run on his card, as he'd verbally authorized us to do over the phone.
  
  The client scheduled and participated in the information-gathering interview with his Matchmaker, provided access to his dating accounts so that they could be configured, provided candid photos for consideration in his lineup, and exchanged emails with our Photo Coordinator to book a professional photoshoot.
  
  As you'll see in the next section of my response, he also sent an email on 2/12 letting his Matchmaker know he had edited the written profiles that were created for him, and gave approval for their use.
  
  Claim #4: "They have not performed a second of work and I have never agreed to anything."
  
  As you'll see from the attached documentation, including emails between the client and his Matchmaker and the client and the Photo Coordinator, this is a blatantly false statement. 
  
  VIDA Team members logged 9.4 hours of work prior to the client requesting to pause, as you can see in the attached time log entries. Beyond the 90-minute kickoff call, the client went through most of our initial set up process. We set him up in our internal database, inputting all of his information, creating his account, etc. The writing team also crafted a set of written profiles for Tinder, Hinge, Bumble, Plenty of Fish, Match, and OkCupid. He acknowledged receiving the profiles in an email he sent his Matchmaker on 2/12. 
  
  He modified the profiles as requested on 02/11 and 02/12, making changes on the document and highlighting his choices as requested. In that email he sent his Matchmaker on 2/21, he said "I received it and did as instructed by the document. Removed a few emojis and all looks good."
  
  As you can see, on 2/21 he also sent an email to the Photo Coordinator asking to put scheduling his pro photo shoot with our LA photographer on hold until mid-March as he was sent to Tacoma for a work project.
  
  Then on 4/3, the client sent the Photo Coordinator an email requesting to put the photo selection on pause as he was still busy. The Photo Coordinator let the client’s Matchmaker know on 6/11 that the client was not ready to move forward, and his package was paused again.
  
  The vast majority of service he purchased still remains, and as he has been informed, this service will—per the contract he signed—remain available to him for up to 3 years. In other words, he can continue using the package he committed to anytime up until 2/4/24. 
  
  After more than 6 months of having his package paused, he requested a refund and was told he was not entitled to one per his executed contract. Since then, the client has sent various emails containing false claims to multiple team members, culminating in this complaint with the BBB. 
  
  Claim #5: "Every time I call a 3rd party representative says the person in charge of refunds is not in."
  
  The client has been in contact with the "person in charge of refunds" - that’s me, VIDA’s Director of Operations. He was told, multiple times in writing and over the phone, that per his signed contract he is not entitled to a refund. On 8/24, he declined my offer to talk over the phone.
  
  He also called our toll-free number 3 times, on 8/12, 9/9 and 9/10. I reached out to him via an email on 9/10 reminding him of the contract he had signed. He responded to that email, claiming he did not have a copy of it, and I sent it to him again on 9/13.
  
  Claim #6: "I got emails from a person named Megan saying they will not refund me."
  
  This is the sole accurate claim in this client's entire complaint. He was informed multiple times that he is not entitled to a refund per his executed contract. Each time, I emphasized that he still had around 2.5 years to use his package, whenever the time was right.
  
  Claim #7: "They have not provided me with such contract and have failed to provide me and invoice or receipt."
  
  The client executed his contract for VIDA services on 2/4, and he received a digital copy of it immediately. As you can see in the attached screenshots, I emailed him another copy of this contract on 9/13. I even included the screenshots that prove that the receipts were delivered to his Hotmail address on the same days as the transaction.
  
  We are happy to deliver all of the service this client committed to whenever he is ready to get started between now and February 4, 2024. However, he is in no way entitled to a refund, and making demonstrably false and libelous claims in a public forum in an attempt to either coerce a refund and/or disparage the company's reputation is unacceptable and potentially grounds for legal action.
  
  Thanks for your time and attention to this unfortunate matter.

  Customer response

  09/25/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Vida Select continues to practice under deceptive tactics. The phony contract is called “ VIDA's GHOSTWRITING AGREEMENT” nowhere does it state they will charge you without permission then force you to three years and if you refuse they will keep your money. Vida Select has no right to steal anyones money. The service is designed to lie and deceive anyone involved including the women who they will maliciously lie to for dates. I will continue to escalate this manner and will notify The National Organization for Women and see what they have to say about this if I do not get a full refund from Vida Select. 
  
  
  Regards,

  Complaint ID: 15870349

   

   

   

  Business response

  10/18/2021

  It's hard to imagine this customer actually read our response, much less the extensive documentation we attached, before responding. As I explained in my initial response to this complaint, which included a 16-page PDF of screenshot documentation, VIDA's business practices are not deceptive. They are very clearly spelled out in our 2-page contract that was signed by this customer, as well as in the emails this and every client receives during the onboarding process. 
  
  Regarding the 3-year time period the client continues to bring up, to reiterate, the contract states "In the case the Client terminates/cancels prior to the end of a month of service, the remaining days of service in that month will be reserved for future use for a period of up to three (3) years."
  
  In other words, the package purchased by this client can be paused and unpaused by the client at any time for up to 3 years of the purchase date.
  
  At this point, despite receiving multiple explanations, he appears to be willfully misconstruing that as a 3-year obligation rather than the opportunity to use the hours he has *already purchased* later if he wishes to hold off for now. I would also like to point out that the extended time frame in which we allow our clients to use those purchased hours is very generous compared to the limits set by most other matchmaking services.
  
  Our billing processes are clearly explained to every client. And as we laid out in the PDF documentation, the client consented to all charges made to his credit card.
  
  Our service is not "designed to lie and deceive" anyone. We represent our clients authentically and genuinely at every stage in the process, and that's one of the reasons we’ve been in business since 2009.  
  
  I am not sure how the National Organization of Women fits into the client's agenda here. I'm a woman and nearly half of our paying customers today are women. Over half of our staff members are female, and 75% of our upper management team is female. 
  
  While I understand the client is upset that he is not due a refund under the stipulations of the legal contract he executed, continuing to make demonstrably false, defamatory and libelous statements in a public forum should not and will not be tolerated.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  VIDA Select claims to be a dating service that secures dates for busy professionals. Adam Farr from Vida Select sent me a proposal claiming that for $1,695 they would secure 8 to 16 dates for me a month. I provided photos, helped writing my profiles, set up, and paid for dating sites they selected. etc, and did everything they requested. They secured not one date for me. When they asked if I wished to renew, I explained that I was not happy about the results and asked they provide the next month at no cost via email on July 28. 2021. On Ju;ly 29, 2021 she emailed me and stated "Unfortunately, we will not be able to offer something to that extent but I will definitely talk to management to see what we can offer based on your complaints. Today is August 3, 2021 and I have not heard back. I am seeking a full refund of the $1,695.

  Business response

  08/10/2021

  We have been in touch with this client directly to resolve his concerns, but as this was posted in a public forum, we will address them here as well! 
  
  There are aspects of the client's experience where we could have done better, and we have already undertaken a full review of his accounts to see where we can learn from this situation and improve the service. 
  
  We are confident his next 3 weeks of service will be a much better experience for him, and more representative of what VIDA's team can do. 
  
  In his complaint, he mentioned emailing his matchmaker to express dissatisfaction and not hearing back for a few days. We dropped the ball here, as it is our policy to respond in a much quicker time frame with a plan of action - generally within 12 to max 24 hours. This has already been addressed internally.
  
  The "8 to 16" results he mentions is the average number of date opportunities a client will generally see each month, post-setup, at that package level. However, individual results often vary based on factors such as how many matches a client approves. 
  
  Generally, clients approve around 70% of their matches. But when a client is very particular about certain match criteria, as was the case here, they may approve fewer matches resulting in fewer date opportunities.
  
  Before bringing on a client, we also explain that these averages generally kick in *after* the setup process, which takes around 7-10 days in the first month of service. In this particular case, the client wasn't able to see what we could do with a full month before filing this complaint since he paused his service before he had been live for a month.
  
  These averages & how they are affected by setup time was explained to him, as it is to every client. Even the email from Adam Farr that the client attached to this BBB complaint specifies in writing that the numbers represented are "Avg. Date Opportunities" and clarifies that those averages don't begin until at least the week after the setup process has been completed.
  
  This client received 2 date opportunities from us, both phone numbers. He requested that we fully schedule the dates on his behalf moving forward. And while we always try to accommodate that when it is the client's preference, sometimes women share their phone numbers first. Once a match has sent their phone number, it is considered a success as we can't control what happens on the client's end once a woman has given him her number.
  
  Our legal agreement that was signed by this client very clearly explains that we do not guarantee a specific result each month. In the "Expectations" section of his executed contract, it states: "VIDA agrees to make a best effort to achieve the results desired by the Client within the time allotted by his or her membership package; however, specific results are not guaranteed. VIDA does not offer partial or full refunds to the Client for not achieving specific results, nor for any other reason." 
  
  With that said, we understand that only receiving 2 numbers in his first month was disappointing. While a full refund is not possible, as we’ve put in over 70 hours of work into writing his profiles, optimizing his photo lineup, swiping, pursuing matches, etc., we are willing to provide him with 3 weeks of complimentary service with one of our best veteran matchmakers leading his team. In an effort to fully schedule dates on his behalf, we have also included our Texting package at no cost. The client has indicated in writing that this will resolve the BBB complaint to his satisfaction.

  Customer response

  08/12/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 15725802
  

   

   

   

*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. ↩