LUMA Luxury Matchmaking

The client first spoke w/ Luma on 4/27/and stated he could live and meet his match just about anywhere in the USOn 5/4/the Matchmakers met w/ [redacted] in person in Denver, CO At this meeting he reiterated he didn't want to stay in Denver, but wanted to meet women anywhere in the US This was discussed at length and the Matchmakers specifically suggested he date locally as the odds are better long termHe countered it wasn’t necessary because he was planning on moving regardlessAdditionally, we had conducted a preliminary search and presented [redacted] w/ potential matches who lived outside of CO, such as IL & FL at this meeting He was pleased w/ these matches and moved forward w/ purchasing the services at this timeOn 5/7/we sent an email to client (attached) introducing him to his first match in ILHe responded, "Would only be interested meeting Denver locals for now." This was was different than he had originally specified Nevertheless the language of this email clearly shows he knew he was changing the parameters of the search and he might be open to meeting people from around the country again in the future.We had several matches lined up for [redacted] so we moved on to our first pick from CO and presented her to clientThis was not a "scramble" as he stated, but business as usual as we had spent several days working on his specific search already.Additionally, I’m attaching a copy of the contract which clearly articulates this and states in nine separate areas there are no refunds or cancellations Mr [redacted] knew what he was purchasing with the serviceWe believe he met someone or simply had a change of heart.Each client's search is a large endeavor and once someone becomes a client we dedicate significant resources towards their search and, therefore, can not allow cancellations/refundsHopefully, this helps to better understand our policy as it is customary in all matchmaking services

Am rejecting this response because:Am rejecting this response because: 4/26—I submitted an inquiry form via lumasearch.com4/27—Katie w/ LUMA sent me a text reminder for a FaceTime meeting w/ Erica [redacted] at 11:30amErica convinced me into the next steps, she said I was a great catch, that their services have resulted in many successful previous marriages, & telling me that she already has a candidate who could be my perfect match5/4—I met w/ Erica & April at a local Starbucks in DenverThey reinforced the idea that am a great catch & they have a perfect match for me in ChicagoI told them am not interested in going there, that I prefer only local Denver matches that meet my criteria of a Latina, entrepreneur, & financially independent, w/ no kidsThey assured me, it isn’t an issue since they have the largest database w/ over 20,singles (which isn’t true, kelleherinternational.com is the largest (see file KLHR-SS)Also, I doubt this database is LUMA’s aloneI believe it’s shared amongst other dating companies, which LUMA failed to disclose & made it seem like they are the sole owner of this database Most disturbing is that they kept saying that they look forward to attending my marriage, in the hope of encouraging me to signing up5/17, 5:34pm—I heard from Gia (see file G-1) & she said she would like to introduce me to [redacted] , who is Mediterranean & a sales professional that lives in Chicago, IL5/17, 6:46pm—Responded to Gia's email, reminding her that I was only interested in meeting Denver locals (see file G-1)5/26—Got a mail from Gia (see file G-2) w/ another potential match which did not meet my expectationThe match was [redacted] , who is a communications professional residing in Denver, CO5/30—Sent an email (see attached file RR-1) to Erica, requesting a full refund, due to LUMA unethical business practices5/30—Erica admitted that there had been a major miscommunication(see file RR-1)

Initial Business Response /* (1000, 6, 2015/08/28) */
Cupid's Cronies not only fulfilled our agreement, but we also went above and beyond the number of agreed upon introductionsWe had yet another individual lined up to introduce to Miss *** when she changed her mind and decided to pursue
getting a discountIt is unfortunate and unfair the number of people who try to negotiate a discount with businesses after they have received services and threaten to hurt good companies with the use of mediums such as Revdex.com or yelp reviews to do soIf we had not fulfilled our obligations, it could be brought to court, but this is not the situation since Cupid's Cronies has more than fulfilled the agreement she had previously aligned with and signed at the beginning
Miss ***, like many of our clients, has very particular tastes and required a very in depth and customized searchThe gentlemen we introduced her to were not only very attractive, but were Doctors and Entrepreneurs and some with Ivy league credentials, who were open to dating someone hours awayCupid's Cronies provides a customized search for their clients and agreed to introduce her to a minimum of individuals, however, we went above that and attempted to introduce her to different men who fit her criteria
Miss *** mentions she only met one individual "in person"The reason for this is because that was what she wanted and had agreed upon prior since she lived in Tampa Bay and wanted to meet people who were several hours away in MiamiIf she wanted an in person meeting, we would have arranged it, but she wanted to meet them over the phone or via skype before making the tripThis was our arrangement ahead of time and not only was she was aligned with it then, but she preferred itIt seems irrelevant for her to bring it up at this point
No company can guarantee people will fall in love, have a connection, or that anyone is "perfect" for each otherWe can only do our best to learn as much as possible about someone and then introduce them to the person who appears to be a good matchI believe the men we introduced Miss *** to were definitely good matches, but we are an introduction service and unfortunately, we are simply unable to make anyone fall in love
Initial Consumer Rebuttal /* (3000, 8, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I entered into an agreement with Cupids Cronies based on the understanding that the introductions would include activity based dates; this is substantiated with specific information stated on their websiteAs the company mentioned, I did prefer to meet people in another city within a couple hours driving distance but I travel often and my family is in that area, so in no way did I express that I would only meet someone over the phone firstPhone introductions were solely the decision of the company and/or the individual they attempted to introduce me toFor example, the last individual the company tried to connect me with lived in my home city, minutes from me, and that individual would not meet in person, so I do not understand the claim
The company mentions they went above and beyond the number of introductionsContractually yes, but the agreement is written to provide the client limited rights legally, and contradicts the information on their website (and my verbal agreement)The first of total individuals I conversed with from the company did not even meet my basic height or age requirements in my application and he even told me that he felt he was used by the company to meet a quotaI do not disagree that the company attempted to find people, which is the reason that I do not disagree with them receiving their search feeThe disagreement is that I believe the evidence shows that they did not have the network to find reasonably compatible people and misrepresented what they foundI can provide other examples of each of these attempts that the company sites, upon request, of how and when company did not meet the standards expressed on their website and that they are claiming above
I was provided one introduction that met the standards that we discussed and are set forth on their websiteI believe that my original refund request is mutually fair; it entitles them to retain the non-refundable search fee plus a pro-rata amount of the one introduction that they found meThat one introduction did not move beyond that one date, so I disagree with the company's claim that I expected that they make me or someone else fall in loveI expected compatible matches based on the prescreening interview, the caliber of the matchmaking staff, and verbal agreement we entered intoIf this is not what their other clients expect, than I would be happy to reconsider my requestI honored my agreement in good faith and expect the same mutual consideration as a clientEven if we do not agree, I sincerely hope the company considers consenting, because anything else appears unfair and deceptive and I would hate for that to be the representation that they present going forward to others considering their service
Final Business Response /* (4000, 10, 2015/09/06) */
Many of the claims *** *** mentions were never expressed to her matchmaker previouslyRegardless they are completely irrelevant and it seems she's just bringing up now to try to make a case for a refundNone of them are actually reasons that would entitle her to a refund
She knew before the dates that she was not going on an activity-based date and that was fine with her thenFurthermore, it is only something that we offer as an alternative to traditional style dateIt is not something we guarantee or require people to doIt is not going to be in everyone's best interest or desire to do an activity on their first date
She also knew many details about the gentleman we introduced her to and even had positive things to say about them afterwardsThe fact she is trying to say now that they were not good matches is just an attempt to try to discredit the service that we had provided to herShe could've easily expressed any concerns when conversing with her Matchmaker, but chose not to
Anyone can find something wrong with another person or find a way to say negative things about other people or servicesAt the end of the day we feel we did a more than an adequate job for her and went above and beyond in helping herWe simply cannot make people fall in loveWe will not be issuing a refund

Initial Business Response /* (1000, 5, 2015/06/12) */
Ms. [redacted] hired Cupid's Cronies to provide her with Date Coaching. The Date Coaching package is a 3 month package, which includes "at least" 15 hours of coaching for our clients. The Coaching may include several different service options and...

is designed and conformed to the client's needs and wants.
At the initial Date Coaching session Ms. [redacted] specified she wanted to use the Date Coaching time in a "Wing-Woman" fashion where the Date Coach accompanies the client to an event and helps her to meet and connect with other singles. Ms. [redacted]'s Dating Coach, Deirdre, provided Ms. [redacted] with over 30+ hours of coaching, which is twice as much as the minimum amount purchased with the package.
In fact, at the time Ms. [redacted] asked for the refund (once her contracted Date Coaching period was over), she acknowledged, "I am in a better place than I was in January, and I appreciate your help with getting me there." That is the goal of our Date Coaching and we were very happy it worked for her. Unfortunately, as much as we love what we do and helping people, we can cannot just give it away for free.
To address the specific items Ms. [redacted] raised:
1) The assessment, coaching, and feedback was provided throughout the entire time they were working together. This was provided to her verbally and was part of an ongoing conversation between her and her coach. The Date Coaching is not a a formalized written out manuscript to be followed, but customized real time feedback and coaching.
2) Ms [redacted] mentions several items that she and her coach met 10 times. This is the meeting at which they would discuss next steps, progress, and make changes accordingly. It was at these meetings that it was determined their time together was most effectively spent utilizing the "Wing-Woman" services, whereby Deirdre introduced Ms. [redacted] to other singles.
3) As mentioned previously, the Date coaching program is customized to the client's needs and desires. It was determined that any type of "assignment" was not necessary in order to be effective for Ms. [redacted]. Regardless, Deirdre did offer to still do these assignments with Ms. [redacted] after she requested them toward the end of her contract. Ms. [redacted] waited until the very end of her contract period to ask for these specific things, which is something we offer our clients, but it was something that would have been more useful to ask for at the beginning of the arrangement so that they could be planned and the time with the coach spent accordingly instead of utilizing our coaching services and time as a "Wing-Woman".
4)As mentioned previously and in # 3 above, the Date coaching program is customized to the client's needs and desires. It was determined that any type of "assignment" was not necessary in order to be effective for Ms. [redacted]. Regardless, Deirdre did offer to still do these assignments with Ms. [redacted] after she requested them in April at the end of her contract.
5) As mentioned previously, the Date coaching program is customized to the client's needs and requests. If Ms. [redacted] desired help on her wardrobe, she could have asked Deirdre for help instead of making plans to go out and use Deirdre as "Wing-Woman".
6) Upon buying the service, Ms. [redacted] was well aware to what the service entailed. It was only at the very end of her contract period that Ms. [redacted] stated she wanted a partial refund and said now she wanted these additional services/assignments, however, her contract was already over and the services had been provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response and give my reasons below.
However, I first want to address [redacted] sharing my personally identifiable information on line purposefully. In doing so, she violated my privacy. On June 18, 2015, [redacted] publicly used my name, without my consent, in response to a truthful review I posted on yelp. In doing so, she shows that she retaliates for truthful reviews by sharing private client data rather than attempting to resolve client dissatisfaction. I have demanded that she immediately remove my name for my safety and my privacy.
I did not make a complaint when the contract was over. I asked for a refund fire weeks before [redacted] and I were scheduled to meet for our final time. (See below for details).
1) The *total* of 10 times I met with my coach were social events. These were not times where my coach and I discussed next steps and progress.
2) I sent [redacted] my assignment on February 15, 2015 and asked her throughout the contract, three separate times, to review it with me (February 2015; March 22, 2015; [redacted] 7, 2015). At no time did [redacted] tell me that the assignment wasn't necessary. If she had, I wouldn't have continually asked her to review it with me. After the third time I asked [redacted] about reviewing the exercise, she wrote, "Yes, we need to go over that still! Let's work that in our schedule somehow. What do u think" Email [redacted] 7, 2015. [redacted] simply never followed through.
3) At no time was I told (via a signed contract or verbally) that there is a minimum of 15 hours spent with a client. Cupid's Cronies provided this information to me after the fact, when I made my complaint. I am not responsible for information that was never provided to me. In addition, the contract I signed does not reference number of hours provided. If the allocation of time is central to the services provided, it would have been included in the contract.
4) "If [redacted] desired help on her wardrobe, she could have asked [redacted] for help instead of making plans to go out and use [redacted] as "Wing-Woman." On February 19, 2015, I emailed [redacted] "Also, wondering about make up and clothes assistance some time," February 20, 2015, "Talking or skyping re: outfits/make up would be great." In [redacted] March 19, 2015 response to my asking about help with wardrobe she wrote, "I can totally help u with outfits-let's chat about that tomorrow." I asked [redacted] for helpand did so at the beginning of the contract (February and March). [redacted] response was that she would helpyet, she never followed through. It is evident in my email exchanges with [redacted] that she never said it was 'either/or' situation (either wardrobe or wing woman time). Additionally, this supposed 'either or' scenario is not in the contract.
5) [redacted] sent an email on January 25, 2015 stating that she set up a "pinterest" board for wardrobe ideas. In this same email, she stated that she would "continue to add pins to your page, including hair and makeup ideas." She never followed through. [redacted]' claim that I should have asked [redacted] for assistance is misleadingI did ask for assistance and I did so at the beginning of the contract. [redacted] set up a Pinterest board in January and never followed through with her later promises to assist in this area.
5) The first date I met with [redacted] was January 23, and the end date of my contract was May 13, as I indicated in my complaint. The five additional times scheduled with [redacted] (April 18, 27, May 1, 7, and 13) never took place. These times were set due to cancellations and scheduling conflicts that occurred during the previous three months. Please see emails. [redacted] and I agreed to these additional times verbally and in writing. After I asked for a partial refund, [redacted] claimed that the three month period of time was over and she cancelled the remaining period of the contract. I did not receive the full amount of time promised to me. Had there not been scheduling conflicts that were rescheduled, the end of the contract would have been April 23. My final social event with [redacted] was April 10. January 23-April 10 is 2 1/2 months, not 3 months as [redacted] claims. Please see email from [redacted] regarding the week we started.
6) I emailed [redacted] "I am in a better place than I was in January, and I appreciate your help with getting me there" when I asked for a partial refund. I believe that the most effective way to resolve a disagreement is to approach it collaboratively. I purposefully started out my request for a refund with collaborative language with the hope that there would be a resolution or compromise both parties could agree upon. The fact that I felt I was in a better place is irrelevant to [redacted] failure to fulfill the contract. The contract is not based on "being in a better place." It is based on the items I have referenced in my complaint.
Although the contract does not promise that dating coaches will behave professionally, I think integrity is central to doing good business. [redacted] exhibited unprofessional behavior as a dating coach. One time I paid for [redacted] services, she left me at a bar to meet up with her own date at a restaurant (March 6). Every time I paid for Ms. S[redacted]'s services at social events, she handed out business cards to cultivate new business. The final time I attended a social event with [redacted] she handed out business cards to married men and asked if we could join them for dinner (April 10). I made [redacted] aware of these situations in my final email to her on April 15, 2014, and her reply didn't address [redacted] behavior. However, after I referenced the married men in a negative (and truthful) review of Cupid's Cronies, [redacted] falsely claimed that [redacted] knew two of the men and was related to one of them. If this were true, [redacted] would have recognized themshe certainly wouldn't have introduced herself to a relative or to people she knew. [redacted] wouldn't have handed out business cards to people she knew (or a relative), and I highly doubt that [redacted] 'relative' and 'men she knew' would discuss her inappropriate behavior within earshot of me.
It is disheartening that [redacted] has not apologized, attempted to remedy the problem or even expressed disappointment at my dissatisfaction.
Final Business Response /* (4000, 9, 2015/06/24) */
To address the first comment: Ms[redacted] left a public review on a public forum with her name and the names of Cupid's Cronies employees. If she did not want her name being publicized, then she should not have done so. Regardless, I went to edit the review after her request to do so, but it had already been removed.
1) Ms.[redacted]'s agreement was for 3 months. Deirdre, her Coach/Wingwoman agreed to extend it and give her more sessions although we were not being compensated for an additional month. It was at the end of the agreement that Ms.[redacted] stated she did not want to receive the extra free month and she wanted a full 1/3 of the initial service cost refunded and did not want to continue.
2) Deirdre S[redacted] had several conversations with Ms.[redacted] and it was during these conversations that they would discuss her progress and Ms.[redacted] would receive date coaching advice.
3) The time spent with clients was explained to Ms.[redacted] at the beginning before any agreement was signed. Ms.[redacted] knew she would be receiving a minimum number of hours of coaching by her Date Coach/Wingwoman.
4)Deirdre S[redacted] had several conversations with Ms.[redacted] and it was during these conversations that Ms[redacted] received date coaching advice such as wardrobe and appearance advice.
5) Our Pinterest page is continually updated. If Ms.[redacted] wanted more "Pins" she could have requested it, but instead she chose to utilize her Date Coach's time as a Wingwoman.
5b) Ms.[redacted] met with her Date Coach, Deirdre, several times throughout the course of 3 months. We agree to spend a minimum of 5 hours per month with clients in person, via phone, and/or working on various items on their behalf. Ms.[redacted] received well over twice the amount of time and Deirdre was willing to continue working with her past the 3 months without charging her for another month of service. Even after Ms.[redacted] said she wanted a refund, Deirdre said she would still meet with her and give her the "assignments" and other Wingwoman time in order to appease her.
6) Ms.[redacted] is simply trying to get a discount after she's used the service to completion and after she already stated, "she is in a better place now and no longer needs our help." We are happy that we have been successful in helping her.
The contract is for 3 months of service and it has been fulfilled legally without question, but we also know we went above and beyond in helping this client. It is unfortunate, but as the saying goes, "No good deed goes unpunished".

The client first spoke w/ Luma on 4/27/17 and stated he could live and meet his match just about anywhere in the US. On 5/4/17 the Matchmakers met w/ [redacted] in person in Denver, CO.  At this meeting he reiterated he didn't want to stay in Denver, but wanted to meet women anywhere in the US....

This was discussed at length and the Matchmakers specifically suggested he date locally as the odds are better long term. He countered it wasn’t necessary because he was planning on moving regardless. Additionally, we had conducted a preliminary search and presented [redacted] w/ potential matches who lived outside of CO, such as IL & FL at this meeting.  He was pleased w/ these matches and moved forward w/ purchasing the services at this time. On 5/7/17 we sent an email to client (attached) introducing him to his first match in IL. He responded, "Would only be interested meeting Denver locals for now." This was was different than he had originally specified.  Nevertheless the language of this email clearly shows he knew he was changing the parameters of the search and he might be open to meeting people from around the country again in the future.We had several matches lined up for [redacted] so we moved on to our first pick from CO and presented her to client. This was not a "scramble" as he stated, but business as usual as we had spent several days working on his specific search already.Additionally, I’m attaching a copy of the contract which clearly articulates this and states in nine separate areas there are no refunds or cancellations.  Mr [redacted] knew what he was purchasing with the service. We believe he met someone or simply had a change of heart.Each client's search is a large endeavor and once someone becomes a client we dedicate significant resources towards their search and, therefore, can not allow cancellations/refunds. Hopefully, this helps to better understand our policy as it is customary in all matchmaking services.

It seems Mr. [redacted]’s basis for a refund request is based on his position we introduced him to a Chicago lady and he was opposed to introductions outside of Denver. Both Matchmakers from our team who met him can attest to the fact this is simply untrue. In fact, when we met with [redacted] in person in Denver we pushed him to date locally, but he insisted he was moving and claimed to be some extremely successful businessman who can live anywhere.  On May 17, 2017 when we sent an email to [redacted] with his first match he responded, "Would only be interested meeting Denver locals for now." This was was different than what he had originally told the Matchmakers on their initial phone call and again when he met with Davis and [redacted] personally. His language clearly shows [redacted] knew he was changing the parameters of the search and he might be open to meeting people from around the country again in the future.Regardless, we took the client’s request to date locally in Denver, then introduced him to a lady in Denver. It was then when [redacted] started making claims this lady didn’t “meet his requirements”. Quite frankly, there is no way for  [redacted] to draw such a conclusion without meeting her.We're attaching  [redacted]'s contract which outlines the terms of the service. Specifically, I would like to point out it clearly states on the first page of the contract, “LUMA Introduces Members, individuals or other Clients to Client based on the sole judgment of LUMA who may take into account the general criteria and guidelines specified by its Clients.”It also states on the second page, “Termination is solely at LUMA’s discretion and in such event all payments are non-refundable. Client agrees to pay the Fee specified in the agreement… Client agrees to matches with certain persons who are potentially compatible. This fee is payable in full or via payments at the time of execution of this Agreement and all fees are non-refundable. LUMA does not issue refunds.”

Am rejecting this response because:Am rejecting this response because: 4/26—I submitted an inquiry form via lumasearch.com. 4/27—Katie w/ LUMA sent me a text reminder for a FaceTime meeting w/ Erica [redacted] at 11:30am. Erica convinced me into the next steps, she said I was a great catch, that their services have resulted in many successful previous marriages, & telling me that she already has a candidate who could be my perfect match. 5/4—I met w/ Erica & April at a local Starbucks in Denver. They reinforced the idea that am a great catch & they have a perfect match for me in Chicago. I told them am not interested in going there, that I prefer only local Denver matches that meet my criteria of a Latina, entrepreneur, & financially independent, w/ no kids. They assured me, it isn’t an issue since they have the largest database w/ over 20,000 singles (which isn’t true, kelleherinternational.com is the largest (see file KLHR-SS). Also, I doubt this database is LUMA’s alone. I believe it’s shared amongst other dating companies, which LUMA failed to disclose & made it seem like they are the sole owner of this database.  Most disturbing is that they kept saying that they look forward to attending my marriage, in the hope of encouraging me to signing up. 5/17, 5:34pm—I heard from Gia (see file G-1) & she said she would like to introduce me to [redacted], who is Mediterranean & a sales professional that lives in Chicago, IL. 5/17, 6:46pm—Responded to Gia's email, reminding her that I was only interested in meeting Denver locals (see file G-1). 5/26—Got a mail from Gia (see file G-2) w/ another potential match which did not meet my expectation. The match was [redacted], who is a communications professional residing in Denver, CO. 5/30—Sent an email (see attached file RR-1) to Erica, requesting a full refund, due to LUMA unethical business practices. 5/30—Erica admitted that there had been a major miscommunication. (see file RR-1)