We are writing in response to the complaint made by [redacted]. Ms. [redacted] became an It’s Just Lunch (IJL) client and signed a non-refundable contract with IJL Midwest Denver, LLC, on 10/18/17. Ms. [redacted] was provided with all the information regarding out membership, our process, and the...
cost and she chose to move forward and become a Client and sign a contract on 10/18/17. All Clients are required to sign a contract, outlining the terms of the membership, as well as our policy on refunds. Ms. [redacted]’s statement that she “had no idea” that she “was signing a contract” is confusing as she was required to input her full name and driver’s license number as part of the process. Since becoming a Client on 10/18/17, Ms. [redacted] has used our services and immediately engaged with the staff and continued to engage regarding each step of her membership thus far – from the in-depth client interview with her Matchmaker, Ali, to the initial welcome phone call, to hearing about her first two matches. Specifically, on 10/18, the very same day that she signed the agreement, Ms. [redacted] received her welcome call from Client Advisor, Abby, to review logistics of the service. Abby told her about her first match, [redacted]. Ms. [redacted] called back following her welcome call, expressing that she felt [redacted] was too active to be a match for her. Abby told [redacted] that we would select a new match for her to start the membership with. Ms. [redacted] expressed that she felt uncomfortable with paying her enrollment fee and Abby assured her that clients of IJL are all equally invested and that IJL is a great service. Abby invited Ms. [redacted] to come into the office before having a first date so that she could meet with her team and mutually get to know each other better. On 10/19, Abby called Ms. [redacted] with the next match that Ali selected for her, [redacted]. Ms. [redacted] said that she still didn’t feel excited about the match and would like to think about moving forward meeting him; Ms. [redacted] then called in towards the end of the day requesting a refund. Abby coordinated a call between Ms. [redacted] and Ali. On 10/20, Ali followed up with Ms. [redacted] about her concerns and request of a refund. Ms. [redacted]’s reason for wanting her money back is that this process “wasn’t for her.” Ali told Ms. [redacted] that membership fees – specifically the enrollment fee – are non-refundable and tried to review Ms. [redacted]’s first couple of matches. Ali offered Ms. [redacted] three months of complimentary hold time, as a courtesy. Ms. [redacted] threatened, “I guess I’ll have to eat the 3k or take legal action,” Mr. [redacted] requested to speak with a manager and Ali let her know that our Client Services Manager, Hope would be in touch on Monday. On 10/23, Hope spoke with Ms. [redacted], who told her that she is totally dissatisfied with the service. Hope requested that Ms. [redacted] tell her what she has been unhappy with. Ms. [redacted] refused to provide reasons, and said that it was “everything” and that she “just wants her money back.” Hope explained that she cares about our clients’ experiences and therefore would like to go over her concerns. Ms. [redacted] stated that she didn’t have a lot of time (to go over it) and Hope offered to reschedule the call for when Ms. [redacted] had more time. Ms. [redacted] said that she didn’t want to spend more time and money with us. Hope reiterated that our membership fees are non-refundable, but that Ms. [redacted] may cancel her monthly membership dues – which is completely separate from the enrolment fee – so that she receives no future charges. Ms. [redacted] declared that she would seek legal action. Hope told her that she is disappointed to hear this and that we would like to work with her when she is ready and followed-up with an email confirming the complimentary hold time. (In her complaint, Ms. [redacted] states, “the strange receptionist yelled at me and talked over me and hung up on me.” We’re not clear as to when that happened or who Ms. [redacted] was talking to – we do not have receptionists and no one would ever hang up on anyone.) Please let me know if you need any additional information.
We are writing in response to the complaint made by [redacted]. Ms. [redacted] became an It’s Just Lunch (IJL) client and signed a non-refundable contract with IJL Midwest Denver, LLC, on 10/18/17. Ms. [redacted] was provided with all the information regarding out membership, our process, and the...
cost and she chose to move forward and become a Client and sign a contract on 10/18/17. All Clients are required to sign a contract, outlining the terms of the membership, as well as our policy on refunds. Ms. [redacted]’s statement that she “had no idea” that she “was signing a contract” is confusing as she was required to input her full name and driver’s license number as part of the process. Since becoming a Client on 10/18/17, Ms. [redacted] has used our services and immediately engaged with the staff and continued to engage regarding each step of her membership thus far – from the in-depth client interview with her Matchmaker, Ali, to the initial welcome phone call, to hearing about her first two matches. Specifically, on 10/18, the very same day that she signed the agreement, Ms. [redacted] received her welcome call from Client Advisor, Abby, to review logistics of the service. Abby told her about her first match, [redacted]. Ms. [redacted] called back following her welcome call, expressing that she felt [redacted] was too active to be a match for her. Abby told [redacted] that we would select a new match for her to start the membership with. Ms. [redacted] expressed that she felt uncomfortable with paying her enrollment fee and Abby assured her that clients of IJL are all equally invested and that IJL is a great service. Abby invited Ms. [redacted] to come into the office before having a first date so that she could meet with her team and mutually get to know each other better. On 10/19, Abby called Ms. [redacted] with the next match that Ali selected for her, [redacted]. Ms. [redacted] said that she still didn’t feel excited about the match and would like to think about moving forward meeting him; Ms. [redacted] then called in towards the end of the day requesting a refund. Abby coordinated a call between Ms. [redacted] and Ali. On 10/20, Ali followed up with Ms. [redacted] about her concerns and request of a refund. Ms. [redacted]’s reason for wanting her money back is that this process “wasn’t for her.” Ali told Ms. [redacted] that membership fees – specifically the enrollment fee – are non-refundable and tried to review Ms. [redacted]’s first couple of matches. Ali offered Ms. [redacted] three months of complimentary hold time, as a courtesy. Ms. [redacted] threatened, “I guess I’ll have to eat the 3k or take legal action,” Mr. [redacted] requested to speak with a manager and Ali let her know that our Client Services Manager, Hope would be in touch on Monday. On 10/23, Hope spoke with Ms. [redacted], who told her that she is totally dissatisfied with the service. Hope requested that Ms. [redacted] tell her what she has been unhappy with. Ms. [redacted] refused to provide reasons, and said that it was “everything” and that she “just wants her money back.” Hope explained that she cares about our clients’ experiences and therefore would like to go over her concerns. Ms. [redacted] stated that she didn’t have a lot of time (to go over it) and Hope offered to reschedule the call for when Ms. [redacted] had more time. Ms. [redacted] said that she didn’t want to spend more time and money with us. Hope reiterated that our membership fees are non-refundable, but that Ms. [redacted] may cancel her monthly membership dues – which is completely separate from the enrolment fee – so that she receives no future charges. Ms. [redacted] declared that she would seek legal action. Hope told her that she is disappointed to hear this and that we would like to work with her when she is ready and followed-up with an email confirming the complimentary hold time. (In her complaint, Ms. [redacted] states, “the strange receptionist yelled at me and talked over me and hung up on me.” We’re not clear as to when that happened or who Ms. [redacted] was talking to – we do not have receptionists and no one would ever hang up on anyone.) Please let me know if you need any additional information.