Spokane Matchmakers

Spokane Matchmakers regrets that ** is not happy with our answer.? I will attempt to address the issues directly.1.? According to Angela, **' Enrollment Counselor, she went over the contract in its entirety with **.? Additionally, there are sets of initials (not including **' signature on the signature line) randomly throughout the body of the contract.? Also, paragraph of the contract agreed to by ** states:? "You have been provided a copy of our Regulations regarding the Services.? You have read and understand this Agreement and Regulations before signing.? You have had time to ask Spokane Matchmakers any questions you may have regarding this Agreement and the Regulations, Spokane Matchmakers, and the Services.? You are satisfied with Spokane Matchmakers' answers to those questions."? Additionally, in the same Agreement, it states the "Client Fees are non-refundable timesThe contract could not be more clear, and **' initials and signature disprove **' claim that she did not read it.2.? Communication:? We communicated with ** appropriately from the time she joined until this dispute arose.? Both emails and calls were made to ** during this period.? This client wanted to cancel her membership, unilaterally and for no reason, days into her hiring our agency.? None of this is an issue about Spokane Matchmakers as much as it is simply a change of heart or buyer's remorse.? However, our company did everything we could to make certain that ** left our office with realistic expectations and a solid time-frame of when she could expect communication and referrals.? Our agency NEVER told ** that we would call her once a week with updates.? We literally have hundreds of Clients, if not a thousand or more, and we could not possibly reach out to them all each week.? While we would love to do that, it is not possible.? For that reason, we do send out emails regarding dating tips and advice, as well as other helpful hints regarding dating.? 3.? Referrals to this date.? Much of what matchmakers does happens "behind the scenes".? This means that it is very common for matches to be made by our Company that the Client does not know about.? When one of our matchmakers makes a match, the match must then be approved by the original Enrollment Counselor.? If for some reason, the Enrollment Counselor does not like the match, it gets pulled apart/rejected.? When this happens, there is no need to notify the Client as they had no knowledge about the match in the first place.? Additionally, some of our Clients have a feature of their program called Pre-Approval.? When a Client has this, we call that party of a match first for their approval.? Sometimes one party to a match will decline the match.? When this happens, it is not necessary to tell the 2nd party of the match because, while the first party may have rejected the 2nd for some reason, notifying the 2nd party that they have been declined serves no purpose.? Lastly, there are times that we make a match and when we call the first party for their approval, they tell us that they are dating a previous referral and are very happy.? Therefore, they are simply not ready for a match at the time we call them.? As I stated earlier, much of this happens behind the scenes in our daily work.? years of experience is the reason for these internal policies4.? **' first referral came out within the 0-week time-frame.? ** can attempt to make it seem as though it was related to her phone call to us, but it was not.? It was simply the time that we had what we felt was a very good referral for her.5.? We do not give out numbers regarding our database because they literally change every day.? We have Clients that enroll almost daily, we have Clients who place their memberships "On Hold" for happy reasons very often, and we have Clients that come "Off Hold" as well.? It is for this reason that we are not willing to provide numbers to a Client.? We do not do this to be evasive; we do it to be honest.? Additionally, to say we have hundreds of Clients, if not a thousand or more, is misleading because this makes a Client think that we have that number of people for them.? And, we do not.? We prefer to be honest and not give out statisti**Most Clients appreciate this about our Company.In NO way has Spokane Matchmakers been unfair, misleading, or dishonest to **.? Because of this, she is due no refund.? We are, however, excited to resume matching ** and help her to fulfill the reasons why she came to us in the first place.? ? ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWith the exception of the claim of three referrals when in reality two introductions have been made as of 5-2-
Sincerely,
*** ***

Hello and thank you so much for this forum to respond to this complaint.? Spokane Matchmakers is SO saddened to hear that this Client has filed a complaint with you office:(? All of the issues that she raises in her posting were all covered with her at the time she hired our company for
our matchmaking services, as well as in documentation given her and emailed to her upon her joining our program.? We are sure that this is just miscommunication, but I will provide you/her with excerpts from the documents we provided this Client:From the contract (paragraph 8) signed and agreed to by this Client: You understand that paying the Client Fee specified below does not guarantee you will be match with referrals you always like or that you will find a person with whom you will become involved in a fulfilling and loving relationship by the end of the term of the Agreement.? Nor does paying the the Client Fee guarantee you any certain frequency of matches or referrals.? You understand that making successful referrals TAKES TIME."From the Congratulations email AND letter provided this Client: "While you are completing your profile, we will be conducting your background check and compiling all necessary information to make your account activeThis can take up to a week or days (depending on any unforeseen circumstances)Once your background check has been approved, your profile has been completed and we have your charming picture uploaded, we can begin our search for you! This is where we ask for your patience and positive attitude! Your first match will be the most difficult, as we are still getting to know youThis can take some time (0-weeks) so please remain patient and optimistic and know that our Spokane Matchmakers are working hard to find you the best possible match.3.? From the Tips and Tools email provided this Client: "Sometimes the first person you meet is the perfect person for you, and other times you may have to kiss a few frogs to discover that prince (or princess)!? Finding that special someone can be a process of eliminationOur Company takes great pride in what we do, as well as being 100% honest with our Clients at the time they hire us.? Additionally, we do EVERYTHING in our power to create "Realistic Expectations" for our Clients so they know the timeline that they can expect from us.? In our interview, as well as the documents we provide EACH Client, we let them know that they can expect their first match within 0-weeks.? We were well withing this time period for this Client.? Lastly, in virtually every document provided our Clients, we state CLEARLY that finding your perfect match TAKES TIME and that you are not likely to fall in love with everyone you meet.? This is a process that relies on communication and fine-tuning.? For this Client, this process has only just begun!? We will reach back out to this Client and invite her back in to our office to go back over the things we originally explained to her, and most importantly, to just clear the air and get on the same page.? Hopefully this Client and your agency can see from the excerpts above, that we are not in breach of any kind, and that we have been completely honest with this Client from the beginning.? We look forward to resuming her membership after we meet with her and assisting her in the achievement of all of her relationship goals.? Thank you again!?

Thank you for the opportunity to respond to this complaint.  First and foremost, and contrary to this Client's letter to the Revdex.com, Spokane Matchmakers (SM) does not "prey on the vulnerability of people."  This Client, on her own and without solicitation, did a Google search for "matchmaking...

service in Spokane" on 2-19-17.  She (T) initiated the contact between our agency and herself.  She reached out to us because she was single and in search of a life-long partner. Secondly, when one takes on the responsibility of making a complaint about a company, and potentially damaging that company's reputation, honesty should be the primary focus.  Sadly, that is not the case here.  The true facts are this:  This Client reached out to us on our website.  After a lengthy call with one of our representatives, T decided to set an appointment to come in for a consultation.  On February 21, T came in for her appointment and met with Angela.  Angela fully and honestly explained the services offered by Spokane Matchmakers.  T asked questions along the way.  At the end of the interview, T decided to hire SM.  She paid the Client Fee and initialed and signed the Agreement, after Angela explained it in FULL detial.  Angela then provided T with a verbal AND written timeline of what she could expect from our service, including the first step:  SM would immediately order a criminal background check on T to make sure she met our qualifications.  A background check is performed on all Clients before the matching process can begin.  This was ordered on 2-21-17.  Additionally, over the next 24 hours, all of T's matchmaking information, pictures, counselor notes, profile information are entered into our database.  T was also assigned a username and password to our Client Portal, which she successfully used on 2-22-17.Because we begin servicing our Clients right away, it is necessary for our Clients to know BEFORE they sign our Agreement, that our Client Fees are non-refundable.   In the Agreement initialed, signed and agreed to by T, it states in 3 places that our Client Fees are non-refundable.  So, when T emailed our company on 2-25-17 and requested to cancel, her request was denied as we had already begun incurring costs to service her as a Client.  This was fully explained to her in her initial interview, as well as made very clear in the Agreement she signed. Since the date that T hired SM, she has successfully used our website on numerous occasions, has read all proprietary emails regarding Dating Tips and Advice, and we have matched her a total of 4 times.  Of those 4 matches, 2 of them were rejected by either T or the man we matched her with, she has successfully met 1 of them, and the 4th is currently pending in our system, awaiting the outcome of this dispute.  Regarding the gentleman that T met, when she provided our Company "feedback" about this man, she gave him a 3 on a scale of 5.  Regarding his appearance, she said it was "Good".  Regarding his punctuality, she said it was "Excellent".  Regarding whether or not he was "Tasteful and Appropriate", she said he was "Good".  Regarding his hygiene, she said he was "Excellent".  Regarding if he had "Appropriate Dress" for the venue and date, she said "Excellent".  With all of these positive things, she did say that he was too spiritual/religious for her.  So, in summary, there was no chemistry.  This happens in a matchmaking service.  It is why she purchased 8 referrals and not 1.  In the end, we are VERY committed to our Clients and their happiness.  It is our goal to help T, and all of our Clients, achieve their relationship goals.  Regardless of this complaint, we are still just as committed to T as the day she hired us to be her matchmaker.  So, we encourage her to call Angela in our Spokane office, set up a time to come in and meet with us, and we will all attack her social life together.

Thank you for the opportunity to respond to this complaint.  ** hired Spokane Matchmakers (SM) on February 21, 2017.  After a thorough interview with our Angela, our Centre Director in Spokane, ** decided to become a Client and give us the honor of assisting her in the achievement of her...

relationship goals.  At the time that ** hired us, Angela carefully explained the contract to her.  In the contract, in 3 places, it states that our Client Fees are non-refundable.   Additionally, Angela explained, in a very detailed way, the “timeline” of what ** should expect from us.  This timeline was also provided to **, IN WRITING, in her welcome folder.  Angela explained that from the time that a Client hires SM, the Company immediately orders a criminal background check to be done, to make sure that **, and all Clients of SM, meet our qualifications.  It was explained to ** that we do NOT even begin the matching process until we have the results of her background check.  We also ask our Clients to sign in to our Client Portal  (a website for Clients only) and complete their compatibility testing and some additional profile questions.  Once the Client has completed their profile AND we have the results of the criminal background check, then the matching begins.  It was thoroughly explained to ** that because of these things, her (and all of our Clients) first referral would come out between 0-8 weeks.  Angela explained this to her in their interview, and it was also in the Welcome Letter given to her at the time she hired us.   ** successfully logged into our website on 2-22-17.  On 2-28-17, Tanya called and spoke with ** and let her know that we had received the results of her background check and we would start the matching process.  So, contrary to **’ letter to the Revdex.com, she of course did hear from our staff after she hired us.  She also received emails from us on 2-21-17 and 2-28-17.  On 3-12-17, we received an email from ** in which she asked if we had matches for her and that she was worried about the cost of our service.  Crystal, one of our matchmakers called ** and eased her concerns.  Yet again, she did have conversations with our staff.  We received a similar email from ** on 3-19-17 and we responded immediately.    To this date, we have internally matched ** 4 times and she has met one of those men.  This referral certainly came out within the 0-8 week timeframe.  We are committed to ** and helping her meet the love of her life.  But, it is important for Clients to allow this process to work.  Matchmaking takes time.  Clients have to remember that they can not expect us to do for them something in days or weeks that they themselves have been unable to do over their whole life (to this point).  SM is a very careful matchmaking service.  We do tell our Clients that we do not match based on quantity, but rather on quality.  We do not want to waste our Client’s time with matches that we do not believe have the potential for long-term results.    We do encourage ** to call Angela and come in and meet with her so we can all clear the air, get on the same page again, and work together to get ** the results she came to us for.  We hope ** will call soon.

The company has resolved my complaint.

Complaint: [redacted]
I am rejecting this response because: 1) I did not know the fee was non-refundable until after leaving the spokane office and thoroughly go over the contract. This was NOT explained to me at my interview with Angela. 2) My complaint about not being communicated with does NOT include computer generated emails saying I have passed my background check and giving me "tips and tools". I realize 0 to 8 weeks actually takes 0 to 8 weeks. I however expected to hear from SM on a weekly basis with updates such as "we haven't forgetten about you", "we are working on your referrals", "here's how we are spending your money", etc. I did not receive ANY of this. After the first week, I only received phone calls if I initiated communication inquiring about a refund. 3) " To this date, we have internally matched ** 4 times and she has met one of those men." I have only been provided 1 referral. I know nothing about the other 3 gentlemen. This is the kind of information that could have been provided in the interim to make me realize that my account wasn't being ignored. 4) " This referral certainly came out within the 0-8 week timeframe." This referral came at 7 weeks and only after a rather heated conversation with Denise on the phone. 5) " We do tell our Clients that we do not match based on quantity, but rather on quality." I understand this concept however I have asked twice how many gentlemen are in the pool that I am in and have never received an answer. Just a lot of dodging. It is my opinion, based on lack of information from SM, that there are NOT many or any gentlemen in my pool for them to match me with. They are hesitant to tell me this because they've taken my money. I want my money back and we'll just part friends.
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint.  We are so sorry this Client is/was upset, but we are certain and hopeful it is just miscommunication and fixable.       MS reached out to Spokane Matchmakers (SM) through our website on February 27, 2017.  He...

came in for a personal interview on March 1, 2017.  After interviewing with our Angela, our Centre Director in Spokane, MS decided to become a Client and hire SM. At the time, Angela carefully explained the contract to him.  In the contract, in 3 places, it states that our Client Fees are non-refundable.   Angela explained, in a very detailed way, the “timeline” of what MS should expect from us.  This timeline was also provided to MS, in writing, in his welcome folder.  Angela explained that from the time that he hires us, the Company immediately orders a criminal background check to be done, to make sure that he, and all Clients of SM, meet our qualifications.  It was explained to MS that we do NOT even begin the matching process until we have the results of his background check.  It is also necessary for our Clients to sign in to our Client Portal  (a website for Clients only) and complete their compatibility testing and some additional profile questions.  Once the Client has completed their profile AND we have the results of the criminal background check, then the matching begins.  It was thoroughly explained to MS that because of these things, his (and all of our Clients) first referral would come out between 0-8 weeks.  Angela explained this to him in their interview, and it is also in the Welcome Letter Angela gave him when he left our office.   MS successfully logged into our website on 3-2-17 and almost every day after.  MS filed his complaint with the Revdex.com on 3-30-17, less than a month after he hired SM.  This was well before the 8-week timeframe explained to him by Angela.  SM provided MS with his fist referral one day later, on 3-31-17.  He has been matched 2 additional times since then.  All 3 women we have matched him with are extremely lovely, active, and vibrant women.    On April 5, 2017, MS provided us with the following feedback on his first referral:   “I met E for coffee and conversation, all went well and we got on famously. As of yet a second date has not been made, however I think it will and we both are looking forward to it. E is intelligent, attractive, pleasant, humorous, nice and presents herself very well. Needless to say, I am impressed. MS.”   Needless to say, MS is due no refund.  We are working hard for MS and will continue to do so until he meets his someone special!

Spokane Matchmakers regrets that ** is not happy with our answer.  I will attempt to address the issues directly.1.  According to Angela, **' Enrollment Counselor, she went over the contract in its entirety with **.  Additionally, there are 5 sets of initials (not including **' signature on the signature line) randomly throughout the body of the contract.  Also, paragraph 2 of the contract agreed to by ** states:  "You have been provided a copy of our Regulations regarding the Services.  You have read and understand this Agreement and Regulations before signing.  You have had time to ask Spokane Matchmakers any questions you may have regarding this Agreement and the Regulations, Spokane Matchmakers, and the Services.  You are satisfied with Spokane Matchmakers' answers to those questions."  Additionally, in the same Agreement, it states the "Client Fees are non-refundable 3 times. The contract could not be more clear, and **' initials and signature disprove **' claim that she did not read it.2.  Communication:  We communicated with ** appropriately from the time she joined until this dispute arose.  Both emails and calls were made to ** during this period.  This client wanted to cancel her membership, unilaterally and for no reason, 13 days into her hiring our agency.  None of this is an issue about Spokane Matchmakers as much as it is simply a change of heart or buyer's remorse.  However, our company did everything we could to make certain that ** left our office with realistic expectations and a solid time-frame of when she could expect communication and referrals.  Our agency NEVER told ** that we would call her once a week with updates.  We literally have hundreds of Clients, if not a thousand or more, and we could not possibly reach out to them all each week.  While we would love to do that, it is not possible.  For that reason, we do send out emails regarding dating tips and advice, as well as other helpful hints regarding dating.  3.  4 Referrals to this date.  Much of what matchmakers does happens "behind the scenes".  This means that it is very common for matches to be made by our Company that the Client does not know about.  When one of our matchmakers makes a match, the match must then be approved by the original Enrollment Counselor.  If for some reason, the Enrollment Counselor does not like the match, it gets pulled apart/rejected.  When this happens, there is no need to notify the Client as they had no knowledge about the match in the first place.  Additionally, some of our Clients have a feature of their program called Pre-Approval.  When a Client has this, we call that party of a match first for their approval.  Sometimes one party to a match will decline the match.  When this happens, it is not necessary to tell the 2nd party of the match because, while the first party may have rejected the 2nd for some reason, notifying the 2nd party that they have been declined serves no purpose.  Lastly, there are times that we make a match and when we call the first party for their approval, they tell us that they are dating a previous referral and are very happy.  Therefore, they are simply not ready for a match at the time we call them.  As I stated earlier, much of this happens behind the scenes in our daily work.  26 years of experience is the reason for these internal policies. 4.  **' first referral came out within the 0-8 week time-frame.  ** can attempt to make it seem as though it was related to her phone call to us, but it was not.  It was simply the time that we had what we felt was a very good referral for her.5.  We do not give out numbers regarding our database because they literally change every day.  We have Clients that enroll almost daily, we have Clients who place their memberships "On Hold" for happy reasons very often, and we have Clients that come "Off Hold" as well.  It is for this reason that we are not willing to provide false numbers to a Client.  We do not do this to be evasive; we do it to be honest.  Additionally, to say we have hundreds of Clients, if not a thousand or more, is misleading because this makes a Client think that we have that number of people for them.  And, we do not.  We prefer to be honest and not give out false statisti**. Most Clients appreciate this about our Company.In NO way has Spokane Matchmakers been unfair, misleading, or dishonest to **.  Because of this, she is due no refund.  We are, however, excited to resume matching ** and help her to fulfill the reasons why she came to us in the first place.

Complaint: [redacted]
I am rejecting this response because: This is not a change of heart.  The reasons that a refund and cancellation of contract are:1. my profile was changed without my knowledge stating that I smoked and that I attended church multiple times a week - I did not put that on my profile and an introduction of a smoker was presented to me.  That was a deal breaker.2.  Their documents appear to be in violation of Federal Law - The Consumer Review Fairness Act - which states that a company cannot REQUIRE you to go to them with a complaint.  I have the right lodge a complaint any where I wish.3.  Because this company cannot and will not substantiate their "proven record" and would not tell the number of men available in my age group, this I have a right to know understanding that not ever man in my age requirement would match my profile.  4.  This company is infringing on my rights by delaying the refund.  per the Federal Trade Commissions cooling off period.  I contacted them three days after signing and  prior to ANY service was provided.
Sincerely,
[redacted]