ComplaintsforMaster Matchmakers

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed and paid for match making service from this company with ***************************** on January 4th of 2024. I paid $4,200 and in exchange I was promised that they would facilitate vetting and connecting me with dates. *** emailed me saying their "clients do not have any trouble getting dates". She also said that they would go outside of their clients to find a match if necessary. On June 11th I asked for a refund because I had waited over 6 months with no real attempts to match me with any one. They claim they cannot give my refund, even after I explained that I have waited over half a year when they said I will be given one potential match every 6 weeks. I was patient and even tried asking them what I could do to help the process during these 6 months. I widened my criteria and did all I could to help but the communication from the company was not professional and it was hard to reach people at times. Lots of times I would be redirected to different people and my questions or comments would get lost and not answered. I am requesting a full refund of $4,200 since the commitment the company gave my when I signed up was not fulfilled during this excessive period of time.

  

  Business response

  06/28/2024

  Yes, the client, *************, entered into an agreement on January 4, 2023 and was promised coaching/matchmaking services which include vetting potential matches both within and outside our existing database. She was also provided written expectations management via email both before signing up as a client and immediately upon becoming a client. We never promise a match within a specific timeline.

  We seek quality matches, not just dates, and are always clear that we cannot manufacture the ideal fit on demand, hence we do not promise matches by a fixed timeline.The clients timeline is inaccurate. She began working with her Coach in January. Matchmaking efforts commenced in mid-February. A potential match was presented within 3 weeks, although we were unable to facilitate an introduction. We then followed up within 4 weeks of our last correspondence. On April 29th, the client inquired about transferring her matches. We replied and assumed she was not available for matching. She inquired again on May 18th about transferring matches, and we replied. Then on June 11 she requested a refund, and we responded with the options we could offer. Every message received from **** was responded to within ***** business hours, both via text and email in a timely fashion. No messages were lost or left unanswered.

  Every client has a dedicated Coach and team of three matchmakers that remain consistent. We have expressed we were happy to continue working to find matches for her and maintain that nothing egregious occurred to warrant a refund.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not inform clients of 2+ month delays due to turnover; Regularly refuse to take responsibility for mistakes or wrongdoing; Showed difficulty or unwillingness to engage in simple communications and client service; Refuse to listen to clients who know our own needs, instead using teams own preferences; Promised to actively **** for women who meet my criteria; however, never showed they actively hunted for anyone for me, nor that they were willing to do so; Despite my guidance, team constantly failed to respect my personality needs or partner requirements. After seeing internal notes, I discovered multiple errors; team asserted, without evidence, errors never impeded a match; At first, didnt object to any of my reqs.; later, team began to complain, even though my reqs. never changed; after initial support, team lead also began to complain, followed by CEO; Claimed database could not search criteria they had accepted, and failed to identify any other means of meeting criteria; Said we need to make sure the other person is also interested, yet I was shown women who were not interested, and whose own reqs. should have ruled us out as matches; Bragged of psychology expertise, but were still unable to grasp simple insights, even when handed to them by clients; Asked for profiles I liked from dating apps to vet, but never followed up. When asked, claimed they never heard back; sent proof of contact, but not before team lead offered falsified evidence; Failed to inform when women counted toward match limit, despite my asking to do so; only told me I had run out after the fact; failed to correctly inform which match(es) were counted when asked; I caught team lead indirectly admitting to not using criteria she said the team was using; CEO refused to believe evidence. 4+ years after I became a client, admitted they do not talk to women overseas, even though I had always said I was open to anywhere in the world;***Not an exhaustive list.***

  

  Business response

  04/26/2024

  This client subscribed to our matchmaking service with the understanding that the process takes time. We successfully delivered matches aligned with his preferences whenever possible. However, some of the client's criteria present challenges within our standard matchmaking process. These include requests for specific physical attributes that are difficult to objectively assess, and reaching out to individuals on social media platforms. We have always operated within the parameters of our ****** Services Agreement. We have fulfilled our contractual obligations and wish the client well in his continued search.

  Customer response

  04/27/2024

  Complaint: 21611995
  
  I am rejecting this response because:

  The business response deliberately did not attempt to address my numerous complaints. I can only presume this is because the business is unable to do so.
  
  The business stated I understood their process can take time; this is correct, and I gave them all the time they needed. In some cases, the more time taken, the worse its results. In at least one such instance, a woman was not properly vetted, as it took me mere minutes to find publically available, critical disqualifying information the business did not have. In other cases, upon first meeting a woman, basic disqualifying information came to light which the business should have learned in its 1st, 2nd, or 3rd conversation with her.
  
  It seems their vetting process consists primarily of a criminal background check, which is not sufficient to determine compatibility. In nearly all cases, upon asking the business why a woman was selected as a match, they were unable to provide any specific reasoning. In a call with the business founder, she acknowledged the criticality of this sort of information and urged matchmakers to provide it. Yet they continued to fail to do so.
  
  Again, business' assertion that my criteria was challenging seems contradictory to their willingness to accept my criteria initially. I never should have had to compromise after my requirements were accepted, but I later agreed to simplify them for the business, still to no avail.
  
  Prior to its BBB response, business contacted me directly, asking me to remove my [review] here. Business accused me of breaching contract by contacting the BBB. Business claimed that by contacting the BBB, I cannot be considered "in good standing" and will be ineligible for future services, which were unlikely to have been rendered anyway.

  Due to business' stubborn, unapologetic, and clear unwillingness to attempt to make things right or address numerous issues, I will now consider the matter resolved for three times the amount paid to them as restitution, as they have decided their services are no longer an option.

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

  

  Business response

  04/29/2024

  We appreciate you taking the time to share your detailed feedback. Client satisfaction is important to us, and we regret that your experience didn't meet your expectations. While we can't discuss specifics of individual matches due to privacy concerns, we take our vetting process very seriously. It goes beyond background checks to ensure compatibility across multiple factors. We constantly review our procedures and strive to improve our matching success. We acknowledge the importance of explaining our match selections, and we reinforce this regularly with our matchmakers. Unfortunately, the criteria you were inflexible on was very superficial and beyond our means of control. Regarding the contract terms, we respectfully disagree with your interpretation. Our records indicate that we have fulfilled our obligations. We believe in resolving issues directly with our clients and are always open to discussing concerns in a constructive manner.
  We wish you well in your search for a partner.

  Customer response

  04/29/2024

  Complaint: 21611995
  
  I am rejecting this response because:

  Business claims "...we take our vetting process very seriously. It goes beyond background checks to ensure compatibility across multiple factors." Both of these claims were explained to be untrue in my previous correspondence. Business offers no proof to substantiate its claims.
  
  Business claims "We acknowledge the importance of explaining our match selections, and we reinforce this regularly with our matchmakers." This was also already explained to be untrue. Business offers no proof of its claim.
  
  Business claims "We believe in resolving issues directly with our clients and are always open to discussing concerns in a constructive manner." This was also previously explained to be untrue, and business offers no proof to support its claim.
  
  Business continues to offer nothing, including a simple apology ("regret" is not an apology) or explanation/response to numerous complaints, except for a minority of issues which the business cherry picks as "we can't discuss specifics". This demonstrates a profound unwillingness to operate as a customer-focused business.
  
  Business claimed "the criteria you were inflexible on was very superficial and beyond our means of control". Business knows I was always flexible, and "superficiality" is not only a subjective matter which is impossible to measure, business also fails to acknowledge its earliest reassurances that NO criteria was problematic for them.
  
  However, in writing the above, business admits to accepting criteria which it knew it was unable or unwilling to fulfill, amounting to an admission of fraud. I look forward to the business now baselessly accusing me of fraud, or simply continuing to choose not to address any of the issues raised thus far.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/30/2024

  Attached is the Master Services Agreement that must be accepted at the point of purchase. Insofar as this individual is concerned, all services have been provided as described and defined herein. Pursuant to the Refund Policy this customer is no longer entitled a refund. We wish him well in his efforts to meet his match. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive essentially been robbed by this company, I signed a contract with them in may of 2022. They took my $4,000 from me and have not delivered on the contract. There is no communication from them except canned responses occasionally, if they respond at all.

  

  Business response

  11/06/2023

  Thank you for giving us the opportunity to reply to this message/post. This post is simply untrue and starting to seem like a form of extortion. We have been providing service to *** all along, from working personally with his dedicated Coach, to sending profiles to consider (some he accepted, others he declined), to matching him with two women, to having countless emails, texts and phone calls. Our team is always responsive and available when called upon. We discussed certain challenges we faced but have been working all along. Our service is never meant to be a rapid-fire journey as we seek matches for our clients not merely dates. His terms were all clearly outlined prior to *** becoming a client and he accepted those terms. We are all working in good faith to deliver Robs matches and a refund is simply not warranted.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Master Matchmakers January 24th, 2023. I contacted Master Matchmakers on Sunday, September 25th about my concerns of their service not doing what they said. I also asked them if they had my updated match criteria in my notes. I sent the message through their website. The last time I sent a message through there, I got a reply. All of the other services I reached out to on Sunday to find better options responded to me early today, and yet the one I'm currently signed up for with questions ignores their client. I'm asking to be refunded $800 of the contract, which is the matchmaking portion and have several other reasons briefly described below aside from being ignored. Due to a problem with my match preferences not being updated back in March 2023, I wanted to cancel back then and they acted as though I was impatient. They were curious to know why I would want to cancel "so early". It's now 6 months later and I still haven't been on one date through their service. I was told what I was looking for wasn't unreasonable for what they could deliver in my preliminary consultation. The coaching was good, but the matchmaking phase was like a bait and switch. Everyone became less responsive until I said something. They denied their change but this lack of response on Sunday is evident. Furthermore, a newer matchmaker named ******* acted as though you're less valuable if you are over a certain age, or not sure if you want kids. I was 39 when I told her I was uncertain about having kids and leaning towards adopting or having none. She asked me if I froze my eggs condescendingly.They pressured me to match with men older than my age range after already compromising and sent me 2 older than what I said. I usually date men around my age and a few years younger. When I told a matchmaker most people think I look younger than my age, she argued it was subjective, yet that has been my experience. They don't genuinely respect women's preferences.

  Customer response

  09/27/2023

  One of their employees contacted me externally after this complaint, claiming they never received my message.  I don't believe her. First she said it didn't show up anywhere. Then she gave the excuse that "Monday was a holiday for some" if they didn't receive the message,  I'm uncertain on how that ties in. She's claiming that their CEO is overseas and has to be the person to reply to this. Not sure how long it will take. Either way the exchange of emails I had still didn't resolve anything. It just reinforced the fact they should refund me the $800. 

  

  Business response

  09/27/2023

  We looked into this complaint. The clients portal does not show that she has logged into her account since July 1st, 2023 and the last email showing is a thread between her and her Coach on July 21st, 2023 (attached screenshots). We always try to reply to all emails within ***** working hours and if the client doesnt get a reply they know they can also reach us by phone or text as each client has their teams direct numbers. We do not ignore our clients messages. (Even if we had received her email on Sunday, its very reasonable to have replied to her by Tuesday Sept 26th. Furthermore, Monday was a Holiday for some staff members.) The client confirms in this complaint that she changed her criteria from what she originally stated on her preliminary consultation. She made it much more narrow and decided that she was not open to meeting men within her own race and only open to one particular race. We accepted her changes but of course this may extend the time it takes to find her the Right match.  Had she stated this criteria from the onset, we would have cautioned her that it may take longer to find her match, but that we would for sure work to meet her criteria. Our team would never undervalue a client. Her age of 39 is not an issue by any means, we work with clients well into their 80s! Understanding her stance with regard to having children or not is something we try to be clear on since its such a big factor for people seeking matches. We are not here to pressure anyone regarding their criteria, but rather have discussions over it to ensure we are not missing any opportunities. One of the gentleman was younger than this client and one was 2 years over her stated criteria, but met her criteria in all other aspects and there was no pressure to accept the introduction. We respect ALL clients preferences which is why they first work with a Coach so that we have a full understanding of their wants/needs. We reached out to this client yesterday stating that we are happy to resolve this with her directly, but she prefers to make this a public matter.

  Customer response

  09/27/2023

  Their website doesn't show my message and correspondence sent via the website in April around Easter with ****** either. They likely don't keep track of emails not sent via log in. I didn't log in to send my message on Sunday. 

  
  Yes I said from the beginning that there was a race I prefer dating based on personal experience. They never said that removing my preference of dating my own ethnic background if I decided to do so would be a problem. And that also tells me they weren't betting on sending  my main preference when it came to race, which is dishonest. I added other ethnicities to my search too back in July in my profile and still haven't gotten any matches. Furthermore I also widened my age ***************** location to the ENTIRE *** and this still made no difference. 

  
  Before I signed up for this, I was told that the only thing that might be a challenge was my weight. I have lost a significant amount of weight since then and will continue on my weight loss journey. I wouldn't have signed up for this service if I knew that some matchmakers would be rude to me, not take my preferences seriously and on top of that not have any dates for 6 months and counting. 
  
  
  I also lost a month of time because ****** either didn't communicate with the team back in February/March ******************** updates to my preferences. Or ******* chose to ignore them. ******* sent me two unofficial presentations with men older than I stated and one of them was also of an ethnic background I changed my mind ******************** including. I mentioned multiple times to both matchmakers that I strongly prefer men around my age or younger and *no older* than what I put in my profile. Because that was already a compromise.
  
  
  There is a stereotype that men date younger women and they perpuated it. When I'm sharing that *my life experience* is the opposite of said stereotypes, and that people usually think I'm younger, why was it still forced on me so much? 

  
    I made it clear that I was undecided on having kids generally and leaning towards not having any. I told ******* I would only consider adoption and not natural child birth. She made thar remark ******************** having my eggs frozen due to my age AFTER I shared all of this with her. It was unnecessary and disrespectful and so was her tone. I'm also uncertain why this was brought up when ******'s notes already explained everything.  She also ignored one of my questions in a separate conversation and sent me not one but 2 matches older than than the age range I already compromised. It's pretty obvious that she was being disrespectful.
  Also I disagree,  48 hours is a pretty long time to reply to an email ******************** an issue with the service, if the business takes client satisfaction seriously.  When I was doing the coaching and before I signed up, all of my emails were getting responded to within a few hours, and they weren't complaints. (And to be clear I wasn't expecting a reply Sunday) I never had to call or text.
  
  I realize it's outside what the contract said on the refund stage, but I was also discouraged from canceling this back in March when I was in that time frame.  Furthermore the service doesn't match what was pitched to me via phone and email before I signed to contract. 
  
  
  
  
  Sincerely,
  
  *********************

  
  

  Customer response

  09/27/2023

  I just wanted to clarify some points so that my words don't get twisted. They did not tell me before I signed up that removing my own racial background would make things too difficult for them. I said my preference before I signed up. They were not transparent about this and only mentioned weight. They did not say I would be pushed to date older. They did not send me someone younger until I addressed the isdue multiple times. Their warning about the limitations didn't come until after the coaching session took place.  I would like to restate that the coaching was excellent and the matchmaking is the part that is nor what was described.  I am only asking for $800 back, not a full refund.

  

  Business response

  09/27/2023

  We advise all clients to utilize their private portal to avoid emails not being received. **** stated she did not use her portal and for one reason or another her email was not received. As she mentioned we have always been very responsive and would have no reason not to be this time around.
  
  Client stated a strong preference for one ethnicity over others and we have been focused on that for her, but we have hit some challenges because she doesnt necessarily fit their criteria and it must be a mutual match. We are not looking to change the clients criteria at all, we are working within her parameters. (We listened to the recorded call PRIOR to **** signing up and she clearly said she was open to dating in her own race but had a preference for something else as well.) Yes, she stated she is open to dating anywhere in the *** but not willing to relocate so we would need to find a man that is willing to relocate to her.
  
  When our representative called **** it was simply to tell her about someone she had in mind to see if **** would be open to seeing his information. When **** said that she wasnt our representative told it was no problem and we would keep looking for her. She also confirmed her criteria verbally. She asked for clarity about her stance on wanting kids, and what options she had considered. It was merely a phone conversation and in reviewing the call was not the least bit disrespectful.
  
  There was also an email that was sent to the client immediately upon signing up that outlined in writing what she can expect so there would be no confusion.

  Customer response

  09/27/2023

   
  Complaint: 20655542
  
  I am rejecting this response because:

   

  
  
  I am rejecting this response because:
  No one told me any nuances about using the website versus an account. There was no problem back in April when I did the same thing. As I have stated multiple times, I stopped receiving responses to my emails during the timeframe I was during the cosching until I brought this up in April. 

  As for the race preferences, I mentioned that I had a high preference for one. It was definitely discussed in coaching too and not presented as a challenge until after the fact. This exchange is also the first time I'm being told they believe it's why I haven't had any dates. I was told that the matchmaking team would communicate any problems during the process.  They haven't. 

  
  The conversation with ******* was disrespectful and I am not the only person who sees it that way. It's unethical to tell someone they weren't disrespected when that is what they experienced. ******* already had my information on my choice on kids before she asked and added freezing eggs. They still won't acknowledge the fact she suggested outside my already compromised age range more than once. She made the suggestion about someone older twice, not once.
  
  If I had realized how arrogant this business was,I would have never signed up for it. They don't own up to any of their mistakes, including the ones made in March or even apologize for their oversight. I wouldn't be surprised if their reason why they ask you to review the coaching  and not the matchmaking is because of experiences like this.They also tell you to rely on meeting  people  in person after the coaching is over because they likely fail to deliver to other clients. I mean, I haven't been on a single date even after widening my search. It's a scam.

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

  Customer response

  09/27/2023

  As for relocating,  I said from day one I was not open to relocation.  Once again, it was not presented as a challenge.  I later widened my search to the entire country and said from the beginning I would date somebody open to relocating. I was told that was reasonable. I mean, I mentioned I would prefer someone in my area and still negotiated further. How far do you expect  your clients to compromise? They also have yet to explain how I haven't  had any matches since July when I changed my age and ethnic background preferences further, or why they didn't communicate any challenge after over 2 months of silence until I filed the complaint.

  All the business has done both via email and this conversation is try to cover up the fact they messed up. I would like to know how this will be resolved. 

  Customer response

  09/28/2023

  I disagree with how this company continues to deny any wrongdoings and hasn't offered any compensation.  They also withheld a lot of information from me  including what they said about using their website to communicate before responding to thid complaint..The fact they haven't offered any kind of resolution  and just words about doing it "amicably" makes me glad I didn't keep this matter private. They initially asked me to delete my complaint which is impossible. 
  
  I want my profile and all my information deleted from Mastermatchmakers. Please let me know if I need to reach out directly for them to do this.  I know there are other matchmaking companies unlike this one that are transparent, acknowledge if they messed up and don't just want my money. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This organization agreed to find eight dating partners for me, starting May 2022. In the 490 days since I paid for their services, I have gone on one date. I am 70 years old and, at this rate, will be dead before they meet their quota. I want my money back.

  

  Business response

  10/05/2023

  We appreciate the opportunity to address our clients concerns as we take all feedback seriously. This particular client spoke directly with our Associate who has been with the company over 18 years and was given a straightforward and honest explanation of how our service works. The Associate took special care and the additional step to email the client immediately upon purchasing the service to remind her in writing as to what to expect as well as the timeline back in April 2022.

  The email stated, " As we discussed, it can take 2 months, a year or even 5 years before we produce the number of Presentations or Matches promised. We all hope it happens sooner than later, but we're committed to delivering your matches no matter how long it may take.."
  At no point was the client ever promised verbally, or in writing, that her matches or presentations would be delivered within a certain timeframe. We find it nearly impossible to make a promise of time given the journey is based upon very personal preferences and timing and we are seeking matches, not just dates.

  This client worked with a dedicated coach who provided the coaching sessions as promised.
  After Coaching, to date, we have suggested at least eight men to the client. Some were declined by the client, some accepted and one she met in person. This is all par for the course. We are never motivated to work longer than necessary and we commit to working as long as we must to deliver what we promise.
  
  We will continue to abide by the letter of her Master Services Agreement that was accepted at the point of purchase, prior to making payment. The Refund Policy makes it clear that after 90 days there are no refunds. We have all been working in good faith and truly hope to find the right match for our client. We commit to working on her behalf as long as it takes to so do! We are happy to speak directly with our client as well to ensure she feels supported and heard throughout her journey.

  Customer response

  10/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their agreeing to find 7 more suitable matches for me in the next 3 and 1/2 years (5 years in total, as they said) is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for their matchmaking service and provided criteria to be matched upon. The owner told me to give them 6 months to find me my match and it has been 2 years and they keep presenting me with people that do not fit my criteria and excuses as to why they cannot execute and refuse to give me a refund. This service is a scam.

  

  Business response

  06/14/2023

  Thank you for giving us this opportunity to address Weiweis concerns. We take all client feedback seriously and want to address this claim. This particular client spoke directly with our *** and was given a straightforward and honest explanation of how our service works. The *** took special care and the additional step to email the client immediately upon purchasing the service to remind her in writing as to what to expect as well as the timeline.
  The email stated, " As we discussed, it can take 2 months, a year or even 5 years before we produce the number of Presentations or Matches promised. We all hope it happens sooner than later, but we're committed to delivering your matches no matter how long it may take.."
  At no point was the client ever promised verbally, or in writing, that her matches or presentations would be delivered within 6 months.
  
  This client worked with a dedicated coach who provided the coaching sessions as promised. In her evaluation of the coaching sessions the client stated, I really love that you are so understanding and really got to know me - both who I am and what my preferences are.  You were always on time and attentive in our conversations. You are on top of things. I received follow *** immediately after our conversations and felt that you were always available for me if I had any questions. I can tell you are a very compassionate person and have experience working with a variety of different people from different backgrounds. I felt comfortable opening up to you.
  
  After Coaching, to date, we have suggested four men to the client. The main issue is that she has changed her criteria from what she initially agreed upon. She will only accept matches that are at least 9 taller than her, stating that she cant respect a man that is any shorter than that, she insists he must have a certain eye color, NOT be of certain zodiac signs OR professions and must be OUTSIDE her own ethnicity and religion,  making your matches far more difficult to identify. We have expressed how limiting these additional filters are, as they severely reduce the pool of eligible men and slow down the process . Ultimately, we cannot guarantee a satisfactory timeline for the delivery of mutually agreeable introductions, only that we will continue to work until we cross the finish line and deliver what was promised in full. Although we have not delivered her matches yet, we have no intention of giving up, but the client must understand the limitation she has put in place.
  
  We will continue to abide by the letter of her Master Services Agreement that was accepted by ****** at the point of purchase, prior to making payment. The Refund Policy makes it clear that after 90 days there are no refunds. We have all been working in good faith and regret to hear her consider us or our service a scam. We were careful to manage her expectations both verbally and in writing, worked in good faith, and were always responsive and supportive to her along the way.

  Customer response

  06/14/2023

   
  Complaint: 20180287
  
  I am rejecting this response because:

  This companys matchmaking services include  a mandatory coaching session in addition to matchmaking. While the coach was very kind and did the initial intake to understand my preferences when I signed up with the company, I didnt have any deliverables to dictate my satisfaction of their services. my initial feedback about the coach is not indicative of their services.
  

  I was told by ***** over the phone before I paid them that it would take about 6 months or so to find me the person I was looking for because my search is specific but they sold me because they said they have a big network and their coaches will actually find leads outside of their database in real life if they didnt have a person readily available.

  They have presented me with people that are not within my criteria.  Their verbiage is intended to shame and make public information about my dating preferences that is between the company and I. Yes, my preferences are specific, and that is why I am paying for a premium service. If they were not able to deliver they should not have taken my money. 
  

  Their ****** reviews reflect that they have no respect for their clients and their reply to my review even stated that they are terminating our relationship.

  The way the service is structured is predatory as a bulk of the cost goes toward the coaching aspect of their service which is mandatory to be completed before matchmaking therefore if they do not deliver, they can say that I paid for coaching when I came for matchmaking and only did the coaching as a mandatory prerequisite.
  

  By the time the coaching  was complete (about 1 month), I was told to wait for a match and because I was told to give at least 6 months, the period of time to ask for a refund was over by then and in the contract I would still have had to pay for the coaching which was non refundable. 

  I am a reasonable, logical person and I am simply asking the company to either deliver what they promised or give me a refund. If I were running a businesses and not able to deliver I would issue a refund instead of kicking and screaming about how difficult it is to do what I promised and protecting my reputation instead of having unhappy customers.

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

  

  Business response

  06/15/2023

  It is unfortunate that ************* has chosen to post this scathing review instead of sharing the facts of her experience and a fair opinion. Although our staff has dutifully and diligently suggested many eligible, attractive men in her area whom we believed she was compatible with and whom expressed interest in meeting her, she refused every person suggested for the flimsiest and most superficial reasons. Case in point, she refused to meet any men who did not have "light green eyes". While we explained that only 9% of men in the ******** population even have light green eyes, she was ardent in her refusal to budge even the slightest. While she may say our service is a scam, we never stopped searching for her in good faith and good conscience; unwavering in our effort to find her ideal man with "green eyes" since she signed on. Rather than continue to be patient, instead of modifying her criteria, she chose instead to write this disparaging review and fire us instead. She is unilaterally terminating our service, on her terms, because obviously no one within our company can represent her in good faith or good conscience when she besmirches online by referring to our service as a "scam". We consider this sort of behavior unethical and beyond the pale. We're sorry we accepted her business, but giving her a refund would be an affront to the people who dutifully served her for years. We wish her luck in her effort to meet her ideal Caucasian Jewish at least 6'0 tall man with light green eyes.

  Customer response

  06/15/2023

   
  Complaint: 20180287
  
  I am rejecting this response because:

  this is a false claim. I stated that I was looking for someone with light eyes they did not have to be green. Even if I wanted someone with green eyes, if you could not find that person, that should have been stated before taking my money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This firm does not perform as they express. I fully understand the contract I signed, however this firm has NOT met their requirements of the contract. The counseling fee represents the majority of the cost. Its funny to me how this company pushed 75 percent or more of the cost to the counseling charges - that way the company can cite services rendered. Master Matchmakers will not allow a candidate to move forward to being matched until the counseling has been completed which ensures no refund on this portion of the contract. During my supposed counseling I completed a form as requested. I have yet to have any further conversation on this assignment even though I requested this on multiple occasions. The counseling is just chatting with a girlfriend. I did not receive anything useful during those sessions which I documented on the review form. In addition, I have been sent 3 matches in 7 months. Two matches were received immediately after I voiced issues with not receiving matches. Its a miracle! I complain and 48 hours later the perfect match is found!!! It seems as if they quickly find anyone after I complain - not even looking to see if the guy is truly compatible. I have voiced my concerns again and again. I would like to receive a 75 percent refund on my contract.

  

  Business response

  03/14/2023

  While we appreciate the efforts of the BBB to resolve this matter, we are unable to deviate from the terms and conditions that were agreed upon by ************** at the point of purchase in the contract that was written in clear, unambiguous language. We always agree before accepting anyone's business what the resolutions would be if the client were unsatisfied with their experience. Without going into the facts of this matter, we respectfully disagree with ****************** determination that services haven't been rendered. Therefore, we would be happy to arbiter a resolution if that is what ************** desires. The supporting documentation will show that we've made a consistent and concerted effort to deliver on our service promise. There is no one more motivated than us to see ************** succeed at finding an ideal match. If she chooses to allow our process to continue, we are willing to let bygones be bygones.   

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prior to signing on with this company I expressed doubt on several occasions as to whether or not they'd be able to provide me with matches in my area. I was assured over and over again that it wasn't going to be an issue. I was told that sometimes it can take weeks or even a few months but matches would be found. It is now over a year into this process and I just got my first profile in my area and it doesn't even match my criteria. At this point I feel like I've given this company more than enough time to live up to there end of the deal and it clearly has not. I am asking for a full refund and cancellation of there services. I appreciate you understanding in this matter.

  

  Business response

  01/23/2023

  Thank you for bringing this complaint to our attention. Although ****************** is no longer entitled to a refund, we already attempted to negotiate a settlement in good faith to avoid bringing his experience into a court of public opinion. However, he was unwilling to accept anything less than a full refund. So here goes.

  To be sure our staff can never be accused of misrepresenting us, our abilities or our terms and conditions of service, we record the conversations we have with prospective clients. We also keep record of all text messages and email communications. I listened to the phone call between ****************** and our representative, and I had a chance to review their written communications as well. It is not the responsibility of the woman ****************** spoke with, to match him, and he was made aware of this. She isnt familiar with the area where he lives, but she knows that weve successfully represented other clients in remote locations.
  

  ****************** was told before he joined our service in an email, The "Matchmaking Fee" represents 25% of your total fee and is to administer the number of Presentations or Matches promised in the Agreement and is refundable within a 90-day period as outlined in the agreement. His agreement is attached. Immediately after placing his purchase, within the three day window in which he had to cancel the agreement, he received another email from ******* reiterating what he should expect. 

  "I know we covered a lot of ground during our call, so I just wanted to recap your upcoming experience.  As we discussed, initially you will go through the coaching program which will be 3 one-hour (+/-) appointments (one to be done over video chat) in the coming weeks. Once finished with coaching, we will start the matching process for you. We will work diligently to find you a suitable match! Remember we will do what it takes and work both within and outside our database if necessary. This won't be rapid fire as it is about finding the RIGHT woman not just A woman. On average we will communicate and / or make a presentation every 3 to 6 weeks. At times shorter, at times longer. As we discussed, it can take months, a year or even longer to get to your allotted number of matches. Of course, we are all hoping it happens sooner than later but we are looking for the RIGHT fit!  No matter what, we are committed to delivering a successful result as quickly as possible."
  
  We itemize and breakdown the total fee that is paid for our service into line items that account for each aspect of the service a client should expect to receive. ****************** received a Qualification, as that term is defined in our Master Services Agreement, as well as the coaching sessions (to his satisfaction). There have been more than a few women that we have discussed and considered matching him with to no avail, but we were not going to quit. If someone does not wish to continue using the service, and does not wish to forfeit much outstanding value, we offer them the right to assign the unused portion of their service to someone else instead, which ****************** refused to do as well.

  When a client refuses to honor the terms of our agreement we will occasionally, from time to time, offer a settlement that we'll calculate based on the costs we've incurred to avoid public discourse. But in instances such as this, when we are at loggerheads with a client unwilling to work with us any longer in good faith or good conscience to resolve their dispute privately, between us, we willfully submit to a private commercial arbitration. *** attached the contract ****************** executed at the point of purchase which clearly states (in Section 13) that any disputes would be resolved in a private, commercial arbitration if we are unable to resolve the dispute ourselves. Any controversy or claim arising out of or relating to this Agreement, or the breach thereof, shall be settled by arbitration administered by the ******************************** under its Commercial Arbitration Rules. The arbitration hearing shall take place in Broward County, ******* before a single arbitrator. ******* law shall apply. Judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
  
  Once again, we appreciate the Better Business Bureaus attempt to adjudicate this complaint. If ****************** is unwilling to accept the settlement amount offered, then we will gladly split the cost of resolving this matter privately, amicably and cordially in a binding commercial arbitration.

  Customer response

  01/27/2023

   
  Complaint: 18841021
  
  I am rejecting this response because:  I wholeheartedly disagree with the assessment that, "I'm unwilling to work with us any longer in good faith or good conscience to resolve this dispute privately".  I suggest that it is quite the inverse that is happening.  The is a, "Master Matchmaker" company.  People contract this company to find a match, it's right in the title of the company.  I interviewed with a company representative and aired my thoughts that they wouldn't be able to provide the service that I was contemplating to purchase.  The representative assured me on several occasions that they would.  It was because of this assurance that I proceeded with the service.  After patiently waiting for over a year I never received any matches that fit my parameters (very liberal parameters according to a different representative of the company).  Understanding that the company was clearly not going to be able to match me as I originally feared I asked for a refund.  I was offered $500.  I originally paid $4,500 for this, "Master Matchmaker" to find me a match.  Having fulfilled exactly zero matches and not living up to the exact concern I had prior to signing, I do not believe a ~10% refund is acceptable nor negotiating in good faith.  *********** rep did increase his offer to $1,125 only to then drop his offer back to $500 and our conversation finally ended when he said his last offer $900 and saying that was the best and final offer.  I do also wish to negotiate in good faith but when you hire a, "Master Matchmaker" and they provide exactly zero matches I feel that the final offer of a 20% refund is not equitable, moral or in good faith.
  
  Sincerely,
  
  *****************************

  

  Business response

  01/27/2023

  The Matchmaking Fee, as individually itemized in ********************** agreement, was for a total of $1,125 and included up to ten Presentations or five Matches, whichever came first. He cannot dispute the fact that he agreed at the point of purchase that the Coaching Fee and Qualification Fee were non-refundable, per the terms and conditions of our agreement. The $900 refund that he was eventually offered (in an effort to avoid this protracted complaint) was calculated by prorating the portion of the Matchmaking Fee based on the amount of effort that was demonstrated by the matchmakers to date; which included two Presentations. Despite the fact that ****************** was well beyond the 90 window in which he was entitled to request and receive this prorated refund, the $900 offered was calculated using the same formula and same method that would have been used if he had made his request for a refund within the 90 day window that he was contractually given. Because rather than accept the offer given, he decided to lodge this complaint instead the offer has been rescinded. Thank you for your assistance in adjudicating this matter. 

  Customer response

  02/01/2023

   
  Complaint: 18841021
  
  I am rejecting this response because: 
  

  From a prospective client, "I have serious doubt's you can deliver".

  Company Rep, "I assure you we can"

  From Prospect, "But I really worry that you won't be able too"

  Company Rep, "I assure you we can, this makes sense for you"

  From Prospect, "I'm still worried you won't be able to deliver"

  Company Rep, "I assure you can!"

  From Prospect, "Okay, I'll take you word and trust in what you're telling me"

  OVER 1 YEAR LATER

  From Prospect/Client, "You have delivered exactly Zero matches, clearly you can't deliver.  Can I please have a refund?"

  Company Stance:  We'll give you a ~10% refund.

   

  As I mentioned.  ************ is clearly not acting in good faith.  All those assurances and Zero delivery equates to a ~10% offer (eventually up to 20% after lots of back and forth and hassle on my end).  20% isn't acceptable given this very clear failure by the company.  It is clear the business does not stand behind their service or their word. 
  

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

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Master Matchmakers in good faith in March 2022, looking for professional help in pairing me with eligible singles. In their agreement, Master Matchmakers promised to connect me with at least 3 eligible singles within a year. It has been almost a year since I joined the service and have not received any matches or any value at all. At a cost of $4,500, this was a very expensive investment on my behalf and it has resulted in no outcome. I am seeking help vetting if this company is legitimate (to protect others if this is a scam) and most importantly, helping me recoup my investment of $4,500.

  

  Business response

  01/20/2023

  Thank you for your efforts to resolve this matter and giving us this opportunity to address Debriannas concerns. When ********* first spoke with our representative she was given a straightforward and honest explanation of how our service works. This representative took special care and the additional step to email ********* immediately upon purchasing the service to remind her in writing as to what to expect.

  The email stated, "As we discussed, you will go through the coaching program which will be 3-one-hour (+/-) appointments (one to be done over video chat) in the coming weeks. Once finished with coaching, we will start the matching process for youwe will do what it takes and work both within and outside our database if necessary. As discussed at length, this won't be rapid fire as it is about finding the RIGHT man not just A man. On average we will communicate and / or make a presentation every 3 to 6 weeks. At times shorter, at times longer. As we discussed, it can take months, a year or even longer to get to your allotted number of matches."

  At no point was ********* ever promised verbally, or in writing, that her matches or presentations would be delivered within a year.
  
  ********* worked with a dedicated coach who provided the three, one hour coaching sessions as promised. In her evaluation of the coaching sessions ********* stated, I enjoyed having *** as my coach and I loved her honesty, her humor and her passion for the job. She gave me the feeling of being understood and that what Im looking for is out there and not a unicorn.
  
  We first suggested a possible match to Debrianna on June 10, 2022. To date, weve sent her to four men, and we sent three of those men to her for consideration. Ultimately, we have been unable to secure mutual interest for one reason or another, but unlike other services, that does not mean we stop trying. Ultimately, we cannot guarantee a satisfactory timeline for the delivery of mutually agreeable introductions, only that we will continue to work until we cross the finish line and deliver what was promised in full. Although we have not delivered her matches yet, we have no intention of giving up.
  
  We will continue to abide by the letter of her ****** Services Agreement that was accepted by ********* at the point of purchase, prior to making payment. The Refund Policy makes it clear that after 90 days there are no refunds. Although ********* is unhappy with her experience and may regret her decision to hire us, we are still committed to matching her if she can continue participating in the spirit of the service. 

  Customer response

  01/23/2023

   
  Complaint: 18832614
  
  I am rejecting this response because:

  There is no evidence that this firm is actively working on finding any matches on my behalf. I have asked for regular communication on how the search is going, even if the update is that they are still looking. The firm does not provide any proactive communication and only provides platitudes when I ask for an update. This lack of communication, customer service or proactivity leads me to believe that they are not working in good faith and that there is no active fulfilment of our service agreement.

  
  Sincerely,
  
  Debrianna *****

  

  Business response

  01/23/2023

  We understand that without tangible results its hard to realize there is work being done behind the scenes. However, there is no way for us to "run out the clock" as we are committed to delivering introductions until we've fulfilled our promise. We maintain immutable ledgers that detail account activity and logs the effort being made on every client's behalf. There is simply no way for a client to "fall between the cracks". Consideration is being given to Debrianna on a regular basis and we are very responsive to her inquiries. We like to keep our clients abreast of our efforts while encouraging to do everything else their coach has suggested they do while patiently awaiting our suggestions. We would like to continue working with ********* if she can be patient and allow the process to work for her.  

  Customer response

  01/24/2023

   
  Complaint: 18832614
  
  I am rejecting this response because the company has not been honest about their failure to communicate. They respond to my questions but only provide excuses and do not proactively inform me on how the progress is going. In almost one year, I have had zero matches. It is for that reason that I have no confidence that they are actively searching on my behalf. I believe they need to provide evidence or provide a refund.
  
  Sincerely,
  
  Debrianna *****

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 7, 2022, I paid Master Matchmakers $2,750 for a professional matchmaking service. Before signing the agreement, I stated very clearly in my phone conversation with ***************************** that I was not interested in coaching services. She told me it was not coaching but time spent to get to know me and my partner preferences so they could pair me with quality people who were vetted by their team. Six months later, it is clear that they only include coaching services in their contract so that when they dont deliver on their promise of quality matches, they have an excuse to charge you for something. Master Matchmakers sent me people who did not meet any of the criteria specified or were not vetted at all. In fact, the one person they did put me in touch with admitted that he never interviewed with them and was only in their system because he was friends with the owner from several years ago. In good faith, I gave the company 6 months to demonstrate their credibility but they never did. It is a complete scam as many former clients have outlined in their charges against them.

  

  Business response

  07/11/2022

  ***** was introduced to the service by a representative of the company that explained in detail the service. *** was *not* her first point of contact. Upon agreeing to the terms of our Master Services Agreement, ***** moved forward with placing her purchase and within 24 hours was sent an email that outlined the service she should expect to receive. The representative took extra care to address a challenge that had been discussed in their call by sending the following. 
  
  As we discussed, your biggest risk is time.  Finding a man who is faith forward, an active follower of ******, and who believes in celibacy outside of marriage can certainly be a challenge; we will do everything in our power to find him.
  
  While ***** claims below to not have received any real value from the program, her testimonial following the Coaching sessions paints a much different picture. When asked, "What have you enjoyed about our work together (is there anything specific about my approach that you really appreciate)?" She replied, "I really enjoyed the authenticity.  I was hesitant about trying a Matchmaker because I didn't trust their intentions (not of this company in particular but any Matchmaking service).  I felt that it was just another way to make money off of vulnerable people. In working with Tatoya, I felt genuinely cared for.  I felt that she "got me" and truly wanted to help me find someone special.  I also really valued her advice.  I thought she was extremely astute and gave insightful feedback.  She also helped to increase my confidence and provide encouragement.  I look forward to keeping in touch with her."
  
  When asked, "What are the 3 most significant improvements you are enjoying or expect to enjoy in the very near future as a result of our work together?" She replied, "I look forward to honoring my needs.  I've always put other people first and almost felt selfish for looking out for myself.  As uncomfortable as it may make me feel, I really want to make this change in my life and set healthy boundaries.  People treat you how you allow them to.  I look forward to demonstrating from the very first date how I expect to be treated.  I also want to stop second guessing myself.  I believe being aware of these behaviors will enable me to attract the right person into my life.  Someone who respects me as well as my boundaries and my feelings."
  
  When asked, "Do you have any suggestions for improvement?" She wrote, "I would suggest an improvement in the sales portion of this process.  I was very close to walking away because I didn't feel like it was genuine.  I felt like it was a business transaction.  I was very turned off that I was asked for my weight and even more turned off that they were reading from a script.  In going through this process, I don't believe it was ill intentioned.  I think it was a combination of my skepticism and leveraging traditional sales tactics.  I did very much appreciate the follow-up and the offer to chat with *** or ****.  In speaking with ***, I had a very positive experience that was only further enhanced when working with Tatoya."
  
  When asked if there was "Anything else you would like to add or share"she wrote, "I'm really really excited!  Thank you for never once making me feel judged.  For taking the time to get to know me and for being my advocate."
  
  The well-documented and easily substantiated matchmaking efforts that took place following the coaching are as follows:
  
  - ***** accepted the first suggested match as he met her criteria well, but unfortunately he declined for reasons of his own.
  - ***** also accepted the second match suggested as he too met her criteria well, but he also declined the introduction.
  - The third gentleman presented to ***** also met her criteria well. She asked us for more photos of him and we requested more photos from him. But before he provided the more recent photos he let us know he recently met someone and asked that we put his account on hold.
  - The fourth gentleman presented ***** accepted, and he accepted as well. There was a hiccup in communication and the match never gained traction. We closed out the introduction unsuccessfully.
  - The fifth gentleman we presented is a really nice guy who also met Pattys criteria perfectly well. She proceeded to call him atrocious as she didnt like his social media page.
  
  All five of the men presented to ***** were fully vetted, qualified and represented in good faith. Three of the five gentleman also went through the same coaching program as she did and we gained a deep understanding of who they are from that experience. The deliberate introductions were thoughtfully conceived and recommended. 
  
  To call the work effort that was performed on Pattys behalf a scam is libelous, disparaging and defamatory to the individuals she called out by name. We were careful to manage her expectations both verbally and in writing, worked in good faith, and were always responsive and supportive to her along the way. We regret that this is how she decided to express her dissatisfaction. 

  Customer response

  07/11/2022

   
  Complaint: 17533002
  
  I am rejecting this response because it distorts the truth.
  

  Tatoya was lovely and I absolutely stand by that. I really enjoyed speaking with her.  That said, my experience with Tatoya is completely irrelevant. I joined Master Matchmakers to be paired with quality gentlemen who were supposed to be vetted. I was told that working with a coach was simply a means to an end so they could get to know me better and pair me with the right suitors. I never joined for coaching in and of itself. After I was handed over to the Matchmaking team, everything went south.

  Their guarantee was to provide quality individuals who align with most if not all of my criteria. This couldnt be further from the truth. The only person they ever actually introduced me to confirmed that he was never vetted. He never met with a coach and he absolutely did not meet any of my criteria, with the exception of being Catholic.It was the only thing we had in common.   

  The last person they sent me also did not meet any of my criteria. You can learn a lot about a person by what they post on social. He had a bad attitude about women and very poor communication skills that made him sound incredibly unintelligent and juvenile. Had they done their due diligence,they would have recognized this. And after 3 hours of coaching should have known without a doubt that he was not remotely a good fit for me. After all, isn't that the whole purpose of their "coaching" sessions?

  It is such a shame that this company feeds on peoples vulnerabilities. I joined this service because my father was incredibly ill which made finding a partner even more important to me at this point in my life. Instead of doing the honorable thing, they have only added to the stress in my life. They should be ashamed of themselves.

  Sincerely,

  *****
  

  

  Business response

  07/12/2022

  It is simply untrue that the men presented to ***** were not qualified and vetted. Three of the five men had gone through the same extensive coaching process that she had.  Two of the men had not, but they were all qualified and interviewed with their photos verified over video, their identity proven and their background checks performed. These men are all quality individuals that met Pattys criteria very well. She accepted three of the five men presented to her because they met her criteria well and she was considering meeting a fourth individual we suggested if he were able to provide *more* photos. It is out of our control if the men decline to meet her. We can substantiate the efforts and prove our work.
  
  ***** is judging the last person presented to her based solely on his social media presence. Without context, social media posts can be easily misunderstood or construed. We do not "feed on vulnerability". We work as long at it takes to deliver the service we promise. This is a very personal service, based on individual preferences and timing. We cannot create nor control the people we present to one another, and so we expect bumps along the way. However, we always work diligently, and in good faith, for as long as it takes. ***** did not give the service enough time to work for her and decided to simply give up instead. We did not.

  Customer response

  07/13/2022

   
  Complaint: 17533002
  
  I am rejecting this response because it's simply untrue. I could not say if the men they sent over to me met my criteria as I never spoke to them. Yes, I agreed to being matched with whoever the team sent me over because I was being as open as possible and I wanted to trust their process but nothing ever came to fruition. After discovering that the one person I was introduced to wasn't vetted and didn't meet important criteria such as income, I was told that they can't verify income. This is not what was said to me initially.  In any case, we clearly don't see eye to eye here. I gave them six months and nothing panned out. After their extensive "vetting" process, I would expect them to have had a much better understanding of what the men they sent over to me were looking for as well. I clearly didn't meet their criteria either. I didn't just give up on them. I gave them six months to match me with at least one person who met the criteria we discussed, which I think is more than fair.
  
  Sincerely,
  
  *********************************

*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. ↩