ComplaintsforMTN Matchmaking

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/10/20 I began working with *** Matchmaking as a client who was to receive the "Elite" package of services for which I paid $3,000.00. This package was listed just below ***'s "Celebrity" package and notates that I would receive all services included in the "Basic" (3 matches), Deluxe (5 matches within six months), "VIP"(Unlimited matches for one year) and "Elite" (includes ancillary services, coaching with ******** ******** marketing) packages.I received matches on 1/5/21, 3/30/21, 4/18/21 and then nothing until 6/1/21. This alone violates *** ******'s contract which states that I would receive 8 matches in a six month period. Not to mention, none of these "matches" ever responded to my "yes" reply. I never actually met any of them. I never received any "ancillary services" or coaching of any kind throughout my contract. From that point forward I received matches on 6/22/21, 8/31/21 and 11/11/21, each time saying "yes" to all of these men. At the end of the contracted time period, I only actually met 2 men in a 12 month period. On 1/14/21 I requested my first refund which was denied. During the course of my 1 year contract, I requested a refund 3 or more additional times and each time, my request was denied. I hired *** for "Hand Selected Matches" - ******* **** ****** does not hand select these matches. She utilizes an app called ************* (*************.com) which is software which was developed in ************************************. According to the website, it has "******* users worldwide". So in the end, working with *** was no different than using a much less expensive dating app. Anyone can purchase this software.*** ****** pretends to be an authentic matchmaker who actually gets to know her clients and matches them based on common interests and potential compatibility. In actuality, she is unprofessional, fraudulent and takes advantage of people seeking meaningful relationships. Her business is frankly, a scam.

  

  Business response

  02/18/2022

  Dear BBB, after *** put in this complaint, she
  contacted us -as you can see below, on Jan 18, 2022,
  that she was taking it back.
  
  Tue, Jan 18, 7:57 PM to me:
  
  *******,
  I have reached out to BBB to have the complaint removed.  At present, the claim is not visible to the public. I tried to remove the claim myself, however, the BBB system will not allow for that to be done.  I have emailed and have requested a phone call from the BBB to discuss the complaint. 
  
  *****************************
  ******************************************************************************************************************************************
  (See A) We sent her a new match on 1/21/22, ****** who said yes to her and she did not respond. HE COULD HAVE BEEN THE ONE. I do not know why she told us she took back the complaint and then did not answer the great new match we sent her that had already said yes to her, or our attempts to reach out to her to make her successful.
  
  (See B, C) As you can see she hadnt responded to the last three matches ****** above, ***** on 1/11/21, and ******* on 12/12/21. You will also notice we sent her ***** on 11/11/21 and she replied very late to her match which she admitted to, and he had already been matched with someone else.
  
  Since you said I have to address all of her concerns we will!
  
  She Began our program on 12/10/20, signed up with ****** for our Elite program for 50% off due to the pandemic and received her first match ****** on 12/22/20. He said yes, she said no and was furious because he was Asian. She then changed her specifics after joining which is not allowed to say No Jewish men either. We told her we cant change these parameters after joining, but would do our best to keep them as a preference. All of our clients are open to different religions etc.
  Page 2. 2/2/22
  
  Since the time she began 12/20 to the time of our last match to her 1/22 approximately a year later, she received 15 men, who were all compatible to her in three wayswe obviously do not have control over if men or women say yes to each other. 
  As you can see in (D) she had three men call her as a mutual match. You will see the remaining matches she was sent in (E & F.) Lastly, out of the 15, men, she did not reply to five of the men and responded too late for one. We performed our job in providing her with 15 quality matches over a years time. I also offered her free time when I learned that she was unhappy. Her new end is 4/22. We did not hear back from her if she wanted to accept the free time but continued to send her matches.  
  
  Here are the corrections of Kims complaint:  
  AND WE STILL WOULD BE HAPPY TO OFFER *** FREE TIME IN THE ATTEMPT TO MAKE HER SUCCESSFUL DUE TO THE VERY STRESSFUL TIME WE ARE ALL GOING THROUGH
  
  The 1st correction is that the elite package she received at a huge discount is above the Celebrity program. Although the packages do add to each other, she is mistaken in her commenting that she was entitled to 8 matches. As you can see in the contract, the above services are either for 3 matches or 5 matches in the allotted time, or whichever comes first which is in bold print! (See in G.)
  
  She did as mentioned above have three men call her, and three of the men that she didnt answer as you will see in the above docs had said yes to her. 
  
  Nothing in our contract has been violated. She received everything stated in the contract. She received dating coaching via ****** over the phone many times, and myself as it is stated via email. I offered to re-interview her on 1/22/21, as well as going over all of her concerns. She emailed back on 3/21/22, two months later that she took the time herself to decide what to do, and you will see in (H) that she clearly states that she will take me up on my offer to reinterview her. I immediately gave her a two-hour re-interview and went over all the miscommunication that she had. 
  
  
  At that time, she also received two hours of dating coaching, which no other client has ever needed before, but we will do everything possible to make our clients successful.
  
  Her statement is also not true that she only met two men in her 12-month contract, whereas three men received her number, and she declined a man who said yes to her as well as mentioned above that she did not reply to men that said yes to her. 
  
  To respond to her asking for multiple refunds, we follow ******** law that all services offer a three-day policy of receiving a refund, which she did not take advantage of, and knew she only had three business days and signed our legally binding agreement and she knew this in her contract, which she provided. Nothing was ever done or not done in her time with us to warrant a refund. She received excellent service from us as well as receiving 15 fabulous potential matches in her time with us.
  
  The biggest mistruth which is an absolute lie is her allegation that the *** service we use as an executive-level certified matchmaking service, which is 100% private and confidential only to our company, and not to any other Matchmaking service, was implied that we are no different than using an app. This ********** company only works with certified matchmakers and is the gold standard to sending out the matches made and records them. To call my business a scam after she received over a full year of service from us is very unprofessional, and is not true. 
  

   

  Thank you in advance for listening to our side of the complaint.
  ******* **** ******

  
  

  Customer response

  02/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  My complaint with the Better Business Bureau has not been resolved as I have requested a refund for the amount of $3,000.00 which I still have not received.*** Matchmaking did not render services as outlined in their contract.

   

  In response to *** *********************** point regarding a ************** three-day cancellation window, that is a buyers remorse or Cooling-off rule.  I was initially excited to work with ******* and wanted to give her the opportunity to provide the services that were agreed upon. I was looking forward to having someone hand-select matches for me and felt that this would be much more productive than using the dating apps which I had previously tried. I had no reason after just three days to cancel my contract, request a chargeback or anything of that nature.  After my must-haves were completely ignored, matches were not sent for weeks, (sometimes months at a time) and several unanswered yes responses, I began requesting refunds for services not rendered according to the contract that was in place.  

   

  During my interviews with both ****** and *******, I was asked to prepare my 5 must-haves.  As a ********** I mentioned that sharing the same religion was important to me, however, I never changed my preferences to state no Jewish men. I said from the beginning and continued to maintain that I was open regarding differing religions.  In fact, one of the two men that I had met during my year-long contract with *** was Jewish.  If I refused to date a Jewish man, why would I have said yes to one whos profile stated that he was *************************** *** ********************** fabricated that part of her statement. 

   

  When I spoke with ****** in December 2020 and was asked about different races and the type of man that I was attracted to, I stated that while I was open to dating men of different races, that I was least physically attracted to Asian men.  The very first match that I received from *** was not only an Asian man, but one whom I had connected with previously on a dating app.  We had already spoken, and I already knew that we did not have much in common at all. That is ultimately why I said no to the match, not because of his race.  I made that clear.  That said, ******* is right, I was very angry. I was furious because I felt that I wasnt listened to and that ****** did not pay attention to what I had said during my interview.  

   

  In reference to *** *********************** point regarding ********* services (i.e. dating coaching).  I had one 45-minute conversation with ****** which was my initial interview on 12/10/20.  That was not dating coaching.  Then on 3/25/21 I had one hour-long (not two-hours as stated) phone conversation with ******* which purpose was to start over.  As ******* stated in her reply to the BBB, this was a reinterview. Also, not dating coaching.  I was told during this phone call that ******* had terminated ****** due in part to the mistakes that were made regarding my initial interview. While discussing someones employment status was unprofessional, it did seem that ******* actually wanted to make things right.  Sadly, after that phone conversation, I said yes to 9 more people in the course of 9 months and that only resulted in me actually meeting two of them. 

   

  Regarding ************* I could create an account with ************* today and after inputting basic information about hypothetical clients into the system, I could utilize their algorithm to create matches between those clients.  I know this, because I myself signed up for a free trial with *************. Basic memberships begin at $30.00 and I could begin calling myself a matchmaker today. In fact, by using this app, anyone could begin a matchmaking business.  Based on *** *********************** use of this software she is in no way hand-selecting matches which is what I (and many others) signed up for. She is simply clicking boxes and letting the algorithm do the work. The use of this program violates and negates the contract. 

   

  At the crux of *******s sales strategy is the use of the word match.  What is a match exactly? As others and I paid for hand-selected matches, in our minds, (or at least mine) a matchmaker is someone who already knows that two people are compatible and matches them together in hopes of them winding up in a relationship.  That is not at all what *** matchmaking does.  More often than not, matches are sent when they are not in fact matches, they are simply people that I can only assume the algorithm selected.  Only after one person says yes does ******* even reach out to see if the other person is interested.  That is not a match.  Over the course of my time with ******* from 12/10/20 12/9/21 ******* sent me 12 matches (which again violates her contract regarding number of matches that I would receive in the allotted time frame).  Of the 12, I said yes to 10 people.  Of the 10 people that I said yes to, I never heard back from 8 of those people and only actually met two men during the year that our contract was in place.  

   

  To be clear, I am not upset nor angry that I did not meet the man of my dreams through ***s Service.  I am, however, beyond angry that ******* violated her contract several times, ignored my multiple requests for refunds and seems to think that she can make up for what she failed to provide during my contract after my contract has ended, which is absolutely not acceptable. To say that my contract is in effect until 4/22 is an outrageous lie.  I made it perfectly clear to *** ********************** in my email on 12/9/21 that states, I do not wish to extend, renew, or in any way continue my membership with your company.  

   

  As stated previously, when provided with a refund in the amount of $3,000.00 I would be more than happy to say that this claim has been resolved satisfactorily.  

   

  Thank you for your time and assistance.

   

    

   

   

  
  
  
  
  
   
  

  

  Business response

  03/08/2022

  Here are the facts again:
  
  We performed the service to the best of our ability and nothing we did warrants a refund. I offered her free time in order to make her successful which she has declined and yet again is stating she wants a full refund. 
  
  I have already showed you the proof of the services we performed and that she had three mutual matches during her time with us, and there were matches that she didnt respond to, and matches that declined her. No Matchmaker can control what goes on after we give out a phone number and when our Clients talk on the phone or go on a date. 
  
  At all times she had the phone number of her dating coach ****** that she could have called whenever she needed help, and did callI know for a fact in our notes that ****** did speak to her on multiple occasions in order to help her and even discussed with her the reasons why some of the men said no to her. So she received feedback as to why she received some no replies and ****** is an extremely caring dating coach and handled the feedback of her hair style being shaved on one side of her head as one of the other reasons why the men were saying no. I can tell you from my 20 years experience that sometimes when a woman hears negative feedback that they do not like, they shut off and give up emotionally on the service. But when this happened, as I have already explained, yet only left out the feedback that she received of why she was getting no replies, I offered to re-interview her and I asked her to supply new photos where it was not noticeable on the picture in the hopes that the men would like getting to know her before meeting and so when they met if they did not like the hair shaved look style, they would still give her a chance. I would have been able to help her by speaking with the men directly about this before hand but she did not answer her matches  and give up. I cannot help someone that does not want help. And I cannot give a refund to a client after they pay for a year of services, receive the year of services, and then want a refund and distort the truth to the Better Business Bureau in the attempts of making us look like we did not do our job. We did do our job and you already know I had offered her free time in order to help her with she chose to decline.
  
  The only subject that must be addressed is the incorrect information she is giving about Smart Match which is the *** program that I use to sort clients by age, and email their matches out from, and record their answers from. Again, I do hand selected matches based upon three parts of compatibility with everyones five must haves which I learned as a former pharmaceutical rep over 20 years ago. All of my clients pay, I have **** clients in my database that have paid, and no other Matchmaker has access to my database at Smart match. now, other Matchmakers take on free database people and have them join their smart match, but I do not do that. Anything else, please let me know because I am just repeating the same information I have already given you.

  Thank you in advance, ******* **** ****** *** Matchmaking

  
  

  Customer response

  03/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  My complaint has NOT been resolved because I have requested a full refund in the amount of $3,000.00 and it still has not been received.  

  I have provided concrete examples of how *** ********************** has violated her contract and have only received replies consisting of conjecture, citing phone conversations that never occurred and stating that she has notes about things that never happened that could be fabricated at any point in time.  
  
  I will gladly provide the BBB with a file of documents of all email correspondence between myself and the members of the *** staff.  If you read through all emails, you will see how I was lied to repeatedly, how I did not receive "matches" for weeks and months at a time and how I requested refunds multiple times when the promises of the contract were not met.  In addition, I will send you my free trial information for **************.  This will show you that the software that *** ********************** utilizes enables any member of the public to consider themselves a "matchmaker".  It will also show how the app uses an algorithm to find matches.  Again, while ******* **** ********************** states that she "hand-selects" matches, the use of this app proves otherwise.  

  Throughout this process with the BBB it has been insinuated by the business that I am an antisemite, a racist and most recently, someone who cannot accept criticism.  Unfortunately, none of these descriptors are true of me or my character.  I am however someone who fights for what is right and will not stand by while people are being taken advantage of.  If this cannot be resolved here peacefully, I am prepared to take this matter to court.

  In short, I did not get what I paid for and the business did not fulfill what was promised in their contract.  
  
  Again, I am requesting a refund of my monies paid.  Not additional matches or false promises. 

  Thank you for your time and continued assistance with this matter

  -*****************************

   

   

   

  
  
  
  
  
   
  

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