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:12/03/2024

  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 up for a matchmaking service from this company. When i met with them, i was very depressed and stressed for being alone in my life. They used extreme hige sales pressure tactics to get me to sign up. They promised very high quality matches meeting my requests without providing any details on how they used the selection process. I signed up for 6 matches supposely at a discounted rate for a total of $3000.00 dollars. I am now more than 18 months into the process and have only met with 4 persons who were never close to a match of what i provided in my interview. Last i spoke to a matchmaking counselor was more than 6 weeks ago. Prior to that i have had not spoken to one for more than 8 months. When i call and leave a message on there phone with the matchmaker it takes them more than a week to get back to me. All they say then is that they are looking for a match and will soon be in touch. This service seems to be more of a scam and just stealing peoples hard earn money. One thing i mention was the type of nationality of women i would like to meet and they have mainly match me with the opposite nationality of what i have asked for. Its nothing of me being racist is just the preference of women i asked for. Therefore i am asking for a refund for a service that has been a lot less promising and not working to meet the customers expectations.

  Business Response

  Date: 12/06/2024

  We regret to hear about Mr. ******* concerns and want to emphasize that his satisfaction is important to us. Throughout his membership, we have made substantial efforts to honor his specific preferences while curating matches that align with his criteria.
  
  Mr. ****** first introduction was provided on June 20, 2023. Feedback was received on July 10, stating he spent about an hour with his match, found her to be a nice person, but felt no connection. A second introduction followed on July 12, and on July 18, Mr. ***** shared that he liked this match, appreciated her Catholic faith, and expressed interest in a second date.
  
  A third introduction was provided on July 18, 2023. On August 7, Mr. ***** reported that he had a two-hour phone conversation with this match, but when it came time to meet, the individual was unavailable and ultimately stopped responding. We remind Mr. ***** that our process encourages short phone calls followed by in-person meetings to improve the likelihood of meaningful connections.
  
  The fourth introduction was delivered on August 22, with feedback received on September 6, noting a lack of connection. Mr. ****** membership was placed on inactive status from March 28 to May 17, 2024, due to unreturned phone calls. A fifth introduction was provided on July 29, with feedback on September ************************************************** meeting.
  
  We have also worked on additional matches; however, on September 29, 2023, Mr. ***** declined a match, and on February 5, 2024, a prospective match declined his profile. Various other efforts encountered challenges related to availability on both sides.
  
  It is important to note that we do not guarantee matches within a specific time frame. As outlined in the Important Facts document signed at enrollment, our service is feedback-based. This means that detailed feedback from clients is crucial to refine the matching process. We encourage Mr. ***** to provide more in-depth feedback to enhance our understanding of his preferences.
  
  While his membership is not eligible for cancellation or refund per the signed agreement, we remain committed to supporting Mr. ***** in his dating journey. A team member will reach out to review his concerns and explore how we can improve his experience moving forward.

  Customer Answer

  Date: 12/11/2024

  Complaint: 22635163
  
  I am rejecting this response because:
  

  The first and second matches provided by Matchmaking were totally not what I asked for at my initial meeting with the organization. I specifically told them that I was more interested in meeting with a woman of Hispanic background. The 1st and 3rd match were not from Hispanic background.I however proceeded with the meet and greet because the agency puts some kind of pressure on you by telling you this is a nice person and belief you are a true match and we suggest you give it a try.
  The 2nd match was a favorable one but she later decided to not go forward with, so I respect that decision. The 4th match that they introduced me too, seemed to be a nice person, but we never met. Every time I would try to make it a point to meet, the other person always said she was not able to and had to babysit her grandkids. We had several phone conversations but never she gave the opportunity to meet her.
  I dont know how they say that I was placed on inactive status for not returning their phone calls. In that time frame I never recd calls or emails from the agency. On February 2024 I did decline a match because again they were trying to introduce me with a woman who was not with a Hispanic background. They later on introduced me to a match who again I was pressured to meet her. The agent told me this is a good woman and I know you will like this one. I accepted and when I called her it appeared again that she was not Hispanic and she started to ask me on where she could go and buy a new car. We both then declined to meet each other.
  The agency only provides misleading information and does not seem to pay attention on to what we are more interested in the match we are looking for. They will try to have you meet with persons that do not match your preferences that you provide to them at the initial interview. The agency also then goes several months in getting back to you and will not return your calls.Every time I try to get something going with the agency I get partnered with a new match maker.
  Therefore is why I am asking for my refund since the agency is not providing a service that they agree with you. Then you are also given pure pressure to sign up when you go to the initial consultation. Every time they seem to call you to have you meet a potential match it is not close to what the preferences you provided at the inital consultation with the company.

  
  Regards,
  
  ******** *****

  Business Response

  Date: 12/12/2024

  Mr. ***** has received 5 of his 6 purchased introductions and his membership would not be eligible for any refund.  We will continue to work with him until he has received all of his contracted services.

  Customer Answer

  Date: 12/12/2024

  Complaint: 22635163
  
  I am rejecting this response because:

  I have no idea why they are saying 5 when the last one was not counted as i remember speaking to the Matchmaker. He provided the call and pressured me to meet with her telling me she is a good one and i think you will both like each other. However after i called her to set up a date to meet the next day she called the matchmaker and said she was not interested. I received the email from the matchmaker and when i called him he said this one would not count since we didn't meet at all. Also again they provided a match that was not even specified on my personal prefences. 

  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:02/15/2024

  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.

  What I was told upon signing up for this dating service has not in any way been produced. When trying to reach the company to see what is going on I can never get an answer. Only a message center that never returns my calls.

  Business Response

  Date: 02/16/2024

  We sincerely apologize for any confusion or miscommunication. After reviewing our phone records, we identified only one incoming call from you, dated February 14th. In response, we promptly returned your call on February 15th and left a voicemail.
  
  Our purpose in reaching out is to discuss a new match we have selected for you. While your membership is not eligible for cancellation or refund, as per our agreement, we are dedicated to providing you with the best possible support.
  
  We kindly request you to return our call at your earliest convenience. This will enable us to address any concerns you may have, clarify any communication issues, and introduce you to the match we have carefully chosen for you.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 02/16/2024

  Complaint: 21293364
  
  I am rejecting this response because: this is their typical response.  I only heard from them after your company, BBB, contacted them.  I even told them that it was strange that they contacted me right after the BBB contacted them.
  
  Regards,
  
  *********************

  Business Response

  Date: 02/19/2024

  Of course we reached out to the customer to try to resolve her concerns.  We are working on finalizing her next introduction and will be back in touch with her as soon as we get approval from the gentleman.

• Initial Complaint

  Date:04/05/2023

  Type:Order 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 a contract on June 9, 2022 and paid $1,000.00 after much pressure from Representative *********************** at San Antonio Matchmakers. The contract was for one date and four coaching sessions. The date was disgusting. They matched me with a man that had nothing in common with me. I have made **** phone calls to them requesting a refund of $800.00 for the four coaching sessions that I will never use but told them I would pay $200.00 for the horrible date. They said I signed a contract and they would not refund me. I explained to them that I was pressured into signing the contract and they totally blew me off and will not return my calls.

  Business Response

  Date: 04/05/2023

  **************** purchased a membership that entitled her to one introduction and four coaching sessions.  She received her introduction but has told us clearly that she will not be using her coaching sessions.  We cannot force a client to attend coaching sessions.  The contract is clear that the membership fee is non-refundable.  We have explained this to **************** on multiple occasions.  We have each new member fill out a new client ********* at the conclusion of their interview after they make the decision to join.  She was asked how she felt about becoming a client.  She wrote "Good/Excited hope to meet my soulmate"  When asked if she was treated cordially and professionally she wrote "Yes". 

  Customer Answer

  Date: 04/13/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/22/2022

  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.

  On or about September of *********************************************** San Antonio ***** known as San Antonio Matchmakers LLC. They were to provide me with 10 introductions to quality, eligible bachelors in my general area that fit my "wish list" . They did, in fact, early on connect me with 2 gentlemen that reasonably fit my description of a potential match, but they were not for me for various reasons. This is to be expected. After that they set me up with a very frail man that had maybe 5 years left to live, if that. He proceeded to take all of his meds out of his f**** pack and put them on the table as we had dinner! They were made quite aware that I had been a fitness trainer for the last 30 years and that health was one of my top priorities in a mate. It was no wonder that I found this introduction to be totally absurd and informed Matchmakers that I didn't want that introduction to count against our agreement. I have not heard from them, except for a voicemail, in over 7 months now and they have not returned my any of my calls. They promised high quality, healthy, intelligent men but I have yet to meet anyone of that caliper through this service. I would like a total refund of my hard-earned money ($5,995). In looking back, I realize that the initial interview process was very manipulative and misleading, and I would not want anyone else to be scammed in this way. My contract number is *******. Member number ****

  Business Response

  Date: 11/28/2022

  We are sorry to hear of these concerns and are eager to help get ****************** membership back on track. We would like to remind her that per the agreement she entered into, our company provides introduction services only and does not guarantee that any particular introduction will result in any specific outcome. It also states that the Company does not guarantee any specific outcome or result from the membership and due to the subjective nature of our services, the Company cannot make any satisfaction guarantee.
  
  
  When selecting matches, the Company will select an individual from its pool of members who, in its sole opinion, most closely fits our client's profile while ensuring we do the same for the person we are matching. We are a feedback-based membership that relies on communication from our clients after meeting their match. So far, she has only received 3 of the 10 introductions she purchased. The fact that she expressed satisfaction in 2 of the 3 introductions seems like a decent start. We would also like to remind ************** that the agreement also states that "You must be willing to use your entire membership in order to be successful through our service". 
  
  
  ****************** membership is not eligible for cancellation or refund, as stated in the executed agreement. We hand-selected and sent her a new introduction on November 28. This match is a retired physician that seems to be healthy and active. We are eager to hear back from her once she's met this introduction so that we can continue assisting her with her dating and relationship goals. 

  Customer Answer

  Date: 12/03/2022

  Complaint: 18447048
  
  I am rejecting this response because:

  The response from the company was very one sided as to be expected and there was no mention or apology in regard to the lapse in communication for over 7 months. I want to make it totally clear that this is unacceptable and is no way to run a business that claims to be an elite matchmaking service and charges the kind of fees they do. Also, I have given feedback on every introduction and feel I have not been heard or understood. I have always been polite and engaging on my dates but know when it's not a match very quickly (sometimes immediately). It still remains to be seen how legitimate this company is in doing the job they represented when they took my money.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/07/2022

  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.

  All of the details are in the attached document. I tried to stop payment since this was paid with a credit card and the business disputed the stop payment because I signed a contract, which I am well aware of. The bottom line is this - I, in good faith, paid $3,295 for a matchmaking service. They did not execute their services as we discussed and I could not get anyone to call me and discuss this until after I tried to stop payment on my credit card. They will say I signed the contract. My point is that there are two sides to the contract. I did my part and they did not do theirs. I am asking for a refund of $3,295 less any expenses they incurred (my background check, etc.). I am unwilling to do business with an organization that requires a significant amount for their services and does not give even decent customer service. I have lost my confidence in their ability to do their job to may satisfaction. Please contact me if you need further information. ************

  Business Response

  Date: 06/07/2022

  **************** joined our service on January 12th.  She received her first introduction to **** on January 17th.  She provided feedback on January 26th telling us that **** was unable to meet due to an illness.  On January 27th we matched the client with *****.  ***** declined the match with the client so this is not considered an introduction.  On March 14th we matched the client with ***.  When we called her she told us that she had disputed her credit card and didn't want to be matched.  We complied with her request and placed her membership on hold.  We reached out to her on April 20th after the credit card dispute was closed in our favor and she informed us that she still didn't want to be matched.  Her account is not eligible for any refund.  We will gladly resume matching on her behalf upon her request to do so.

  Customer Answer

  Date: 06/07/2022

  Complaint: 17321189
  
  I am rejecting this response because I was only setup for one date, ****.  I have not even heard of the other 2 people.  **** was nothing of what we had discussed.  They failed miserably and no one would call me to discuss.  This was unacceptable, especially since I paid the fees in good faith they would do their part.  

  I understand I signed a contract and had no problem with that, assuming they would provide the service asked for. They did not.  
  
  Regards,
  
  *************************