ComplaintsforCaliber Match

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I joined this site on June 12, ********************************************************************************* matches. It is now the end of September and I have heard nothing. Every time I have contacted my matchmaker, *****, I have been told that they are still searching for matches. This is not acceptable to me. On top of that they took $600 from my checking account September 15th. Upon checking into that, I was told that it was due to a glitch in their system and they would send me a check in the mail for a refund. I still have not received the check. This $600 was to pay some bills with and I had to take money from my savings account to cover it.

  Customer response

  01/05/2024

  I think there was a miscommunication. The company took an automatic withdrawal from my bank account that was unauthorized. They did send me a refund for that amount. The complaint was not for that. The complaint was for the $4,500 I paid for the dating service that I was asking for a refund for because I have not gotten any responses or any answers from Caliber Match. Do I need to turn in another complaint?
  

  
  

  

  Business response

  01/22/2024

  Ms. ******* became a client on June 16, 2023. To be clear, she was never given a timeline for when matches would be presented – she was told that her Prep Period would last about a month (3-4 weeks). We were also very clear that our active search doesn’t even begin until the Prep Period is complete.  
  
  Ms. *******’s matchmaker, Heidi, emailed her on July 16th to let her know that her Prep was finished, and that the search would then begin. Before someone becomes a client, we clearly explain our process; specifically that once Prep is complete and our search begins, our scouts can begin referring candidates to us. Upon receiving a candidate, or potential match, we then reach out to the candidate to attempt to collect more information and photos from them. From there, we screen them, and – if they seem like a good potential match – we pass them to the matchmaker to attempt to interview. We are always at the mercy of candidates’/potential matches’ responsiveness, throughout all stages of the process. We are clear – beginning on the first call (Consultation) that we have with potential clients that this is not a “quick fix”, and even outline in the Membership Agreement that clients need to understand that our process requires patience.  
  
  We are also extremely clear that we do not do blind dates, which is why we would never make any kind of promise or prediction as to when a client might receive their first match; among other things. Since we don’t do blind dates, that means we are not presenting a client with matches unless and until we have screened and interviewed them, determined they are a good fit for the client AND the client is a good fit for them, and the match is interested in meeting the client after learning a bit about them (again, verbally during their interview with a matchmaker) and seeing a photo of the client.  
  
  Ms. ******* filed this complaint VERY early in our process – we were just finishing her second month of search, in a 6-month membership. By that point, we had already screened over 50 potential matches and interviewed 14 of them. Unfortunately, because we don’t do blind dates, none of them were interested in meeting; so we had not yet had a mutual match to present to her. She was, however, in constant communication with her matchmaker the entire time. I am including screenshots of her multiple emails to Heidi, as well as Heidi’s timely responses to Ms. ******* each time; showing that she was indeed responded to, and that her claims of “I have heard nothing” and “I have not gotten any responses or any answers” are inaccurate.  
  
  I understand that Ms. ******* was very anxious to receive matches, and I don’t fault her for that. We want that as well, and we want very much for her to be successful in our process. We all think Ms. ******* is a lovely woman who deserves love – as we all do; however, we are not the ones dating her. I’m hopeful we can continue to work together to accomplish this mutual goal. 
  
  Regarding the accounting error, this was remedied immediately – a replacement check was mailed to Ms. ******* right away, and she deposited/cashed it upon receipt (see attached screenshots of the front and back of her endorsed check). 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 01/09/2023: $2250 Date of Transaction: 02/07/2023: $1125 Date of Transaction: 3/07/2023: $1125 Total paid: $4500.00 This is a matchmaking service. The told me they would match me with someone, anyone that fit my profile.I have not received one match. Since January they have only taken my money and not presented anyone that fit the qualifications that they promised me. I have reached out to every email I could and they promised me a response from the owner. No communication has been made to me. No resolution at all has been made. (There is no account number, it is all under my name) *********************

  

  Business response

  11/08/2023

  The information Mr. ***** supplied is incorrect. He signed his contract on January 6 th , 2023. His first
  month, like all clients, was our Prep Period, so his active search for potential matches began early in
  February.
  On February 21, we presented him with his first match; and he asked to see additional photos of her.
  We presented additional photos on the same day that he asked. He responded that he found her very
  attractive but he had a reservation in meeting her because she had a child and he had a bad experience
  in the past with this.
  We presented him another match on April 12. He said he would like to meet her and asked for more
  photos. We were waiting on more photos from her when he cancelled his membership; on May 9 th .
  So Mr. *****’ claim that he did not receive any matches was false, as was his claim that he did not receive
  an email from me, the owner. I did indeed email him on May 22 nd , providing 3 options for him to choose
  from: To continue working together and finish his membership, since he was requesting to cancel
  prematurely; to cancel without the opportunity for a refund, as our no refund policy is very clearly
  outlined in the contract he signed; or to utilize his 6-month hold. He clearly received my email, as he
  responded via email that he had chosen to cancel without opportunity for a refund. I am happy to
  provide these emails.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Joined March 29, 2022 (Sunday); email 
  stated "Paperwork and payment completed and contract completed. Joined even though planning a vacation, was assured
  would not be problematic and would be on hold. My account was not on hold as they withdrew funds while on vacation. Emailed Jessica Sept 8, 2023 concerned about withdrawal and back in town; no response on withdrawal but Jessica did say" We let the scouts know you are back and ready to begin search." Emailed again for updates Nov 15, 2022, Dec 7, 2022 and no response. Another email March 29, 2023 Emailed CEO Emily H*****, N**** asking for a refund. Last email April 13, 2023 .....
  ...delay due to "off hold"........still able to present you with quality men.  Understandably they don't have credibility or trust with me; at least I have a voice and can speak up.
  
  What would you like the company to do for you? After almost a year without even seeing my profile; no matches and numerous promises and I understand there were no matches. Would like a refund, totally comprehend we are all human and all personnel were friendly but I just fell through the cracks and nothing was ever done for me. Would appreciate if they did the right thing and blessings to them.

  Customer response

  12/19/2023

  Attn: *******
  
       The enclosed informed was the documentation forwarded to the Office of the ******* ******** *******; so you may be updated and aware of the numerous discrepancy/untruths by Caliber Match.  As you requested ********, Page 4 of emails Date: April 13, 2923. CC<*****************************>.
  
       Also enclosed is Page 1 & 2 of letter from CEO/Owner Emily H******. She attempts to make number excuses for example: vacation, not showing profile etc. The bottom line is emails show I reached out to them from September 2022 up to March 29, 2023 (following year) and I apparently fell through the cracks and was forgotten.
  
       As I mentioned in documentation for the ******* ******** ******* "I want to thank the ******* ******** ******* and I want to thank the ******* BBB for their assistance, professionalism and understanding in this matter. I am one small voice but "Consumer Protection" agencies must be made aware of the deceptive practices of this company.
  
  Respectfully, 
  ********* * ******

  
  

  

  Business response

  01/03/2024

  I believe I have presented sufficient “proof” in the form of screenshots of uninterrupted email chains
  to/from Ms. ****** to show that she was indeed responded to by her matchmaker each time she
  reached out and in a timely manner; whether it was to let us know she was going on hold, let us know
  she was ready to resume her search, for an update, or to ask for clarification.

  I also believe I’ve provided the parts of her contract (as well as her contract in full) that explain(s) how
  our payment schedule works, outlines our no-refund policy, and describes the specific services we were
  hired for. I have also reiterated that we don’t do blind dates, we don’t share our Clients’ profiles with
  potential matches (other than over the phone, during their interview), and we only share a Client’s
  profile with the Client if they request it – which she did not.

  I have also shared an actual breakdown of Ms. ******’s timeline and her hold-time, as well as her
  payment schedule, and – again – excerpts from the contract she signed regarding these terms as well as
  our no-refund policy, and that we did not deviate from the terms in the agreement she signed.

  ********* did not “slip through the cracks”, nor was she “forgotten”. We do not conduct an active
  search when a Client is on hold, and because we do not do blind dates, we do not present a match
  unless they have passed our screening, we have interviewed them and determined they are a good fit
  for the Client AND the Client is a good fit for them, and the match is interested in meeting the Client
  after learning a bit about them (again, verbally during their interview with a matchmaker) and seeing a
  photo of the Client.

  Customer response

  01/10/2024

  One of the main reasons for joining Caliber Match was because they were BBB Accredited but when I didn't hear about a potential match from them, after reaching out to them for 7 months I suspected fraud. I sent them an email (BBB page 4 of emails) and I cc: CEO Emily H******, Support, Jessica, Nadia and myself. My financial institution advised me to file a BBB complaint. BBB Received my complaint on April 26, 2023 (Stephanie from BBB informed me). Well fast forward 6 months and I receive an email October 18, 2023 from BBB (page 5 of emails) informing me "BBB was unsuccessful in obtaining a response from the company. Caliber Match didn't even respond to BBB. That doesn't appear to be the actions of an Accredited business. I also received a call from BBB to file a complaint with the ******* ******** ******* and ***** ******** *******s Office. Well, Caliber Match responded to ******* **** *** on November 13, 2023 with numerous discrepancies and untruths.
  
  They stated I was on hold for almost 4 months (email May 20, 2022 on hold, email August 20, 2022 back from vacation!), that's about 3 months. Here's a brief timeline for BBB records:
  
  September 8, 2022 (BBB email page 1)
  October 2022 (no word from Caliber)
  November 15, 2022 (BBB email page 2)
  December 7, 2022 (BBB email page 3)
  January 2023 (no word from Caliber)
  February 2023 (no word from Caliber)
  March 29, 2023 ( BBB email page 4)
  April 6, 2023 (BBB email page 4)
  Almost 9 days after expressing concern, I finally received a response from Caliber Match, by then I had notified BBB and they kindly mailed me a complaint form, as I did not have the technology to print, thanks BBB.
  
  On letter dated November 13, 2023 from CEO Emily H****** (BBB page 1 of letter from Caliber Match 2nd paragraph last sentence "So , when Ms. ****** filed this complaint, we were still actively searching for and screening matches; as she also had an extension that "kicked in" once her initial term was over." BBB, you have the emails and timeline. Does it appear to you that Caliber Match was actively searching? I saw it as another "untruth". 
  
   Also, in letter (BBB page 1 of Letter from Caliber Match, 2nd paragraph - 5th sentence .....we did not restart her "time" until we had completed our second Prep Period for her).  This was after I came from vacation they needed to start a second prep (BBB Page 6 of emails - 2nd paragraph, 2nd sentence "Usually it takes 3 to 4 weeks to complete our prep". We'll BBB, I let them know back from vacation August 30, 2022. I don't see any emails from them as far as a Match is concerned, do you?
  
  BBB, I mailed you emails and photos, so you can judge for yourself.  Years ago, prior to my move to *** *******, I joined "******** *****" and I had immediate results (was always concerned about safety so stopped).  I don't feel it was my  looks with Caliber Match; or my profile because when they asked " What I was looking for appearance wise?" My response was "there is beauty in everyone, I will find  beauty in each individual person." As I was sincere and committed to meeting people. Could it be my ethnic race? As you can see I fell through the cracks and was literally forgotten (BBB emails from September 8, 2022 to March 29, 2023 of the following year. Wow!
  
  Honestly, if my voice can prevent another individual from falling victim to this company who preys on vulnerable persons; in my case death of a child the $4,500 paid will be a well served investment. Consumers and Consumer Advocates need to be made aware of "Caliber Match". I'm sure I'm not the first and I won't be the last, maybe more consumer's will file a complaint with BBB.
  
  Last but not least during initial interview, I knew I had "vacation plans" and I informed them. I was told "numerous clients go on vacation and they just put themselves on hold". We'll I did that and it did cause problems (BBB refer to Pages 1-2 Letter from Caliber Match CEO Emily H******). BBB, you be the judge "What person in their right mind is going to join and pay $4,500 and go on vacation?" A person that has been reassured that clients do it all the time no problem.  I joined on  April 24, 2022, yes 2022 it's not an error and we are in 2024 and Caliber Match is responding.
  
  I would like to put closure to this "bad experience" by illuminating the facts to all Consumer Advocates and let the truth be known to anyone who is interested in Caliber Match. So they may be aware of their empty promises, discrepancies between the team, CEO and all seven pages of their "Membership Service Agreement/Contract/Payment Plan", and have an ******** before you join and all the other "untruths" made by Caliber Match.
  
  In closing I would like to wish all involved a happy, healthy and peaceful new year! Also, an applicable and truthful quote " He will answer them,  Amen, I say to you, what you did not do for one of these least ones, you did not do for me. And these will go off to eternal punishment, but the Righteous to, eternal life."  Blessings to all and thanking you in advance for your time and effort in this matter. If I can be of further assistance please feel free to contact me. BBB, I had mailed the emails, pictures and letters to you, if you need additional copies I can fax them at UPS or mail them, I won't fax the pictured, as I'm uneasy about faxing photos, hope you understand

  

  Business response

  01/19/2024

  It seems as if Ms. ****** is focused on convincing the BBB that she is attractive (by sending the BBB photos of herself) and that we are undeserving of our accreditation, “responsiveness” of the company, and (her) discrepancies regarding timeline.
  
  When we initially took Ms. ****** on, she said she would be going on vacation and would be gone roughly 6 weeks. We told her at the time that would not interfere with our process at all. Those 6 weeks turned out to be nearly 4 months (May 20 – Aug 30), and because she was gone drastically longer than she initially told us she would be, it did end up interfering with our process. So when we resumed her membership, we told her we’d need to do a second prep period – but that we wouldn’t count that time against her.  
  I believe she is claiming that we did not respond to her when she reached out for updates; however, I have already provided multiple screenshots of the email chains in question, showing our timely responses; which contradict most of her main points of contention. I’m not disputing that she “reached out” for several months, but she was responded to by her matchmaker each time. So while it’s clear that Ms. ****** is frustrated, she is confusing the fact that we did not have any mutual matches who were interested in meeting her with lack of response – they are not the same thing. She continues to ignore not only any and all “proof” that shows that she did not fall through the cracks at any point in time, but also the reality of our process. Our process was very clearly explained to her multiple times before she became a client, and again was well-outlined in the terms she agreed to by signing her agreement and becoming a client.
  
  We think Ms. ****** is a lovely lady; however, we are not the ones dating her. We are dealing with individual people’s wants and needs and what they find attractive. We have screened and interviewed numerous potential matches. Unfortunately, we have not found someone interested in meeting. This is not something we have control over, because we do not do blind dates.
  
  All of that being said, our process is very successful and we would never want someone to walk away without feeling like they got something out of this. We take our responsibility to our clients and everyone we come in contact with, as well as our BBB Accreditation, very seriously. We deal with people from all ages, ethnicities, genders, beliefs, sexual orientation, etc., and we would NEVER discriminate against anyone. I have to admit that I’m doing my best to resist being offended by some of Ms. ******’s accusations, especially those regarding race and taking advantage of her after a past tragedy. We help people from all walks of life across the entire US; who have been through all kinds of experiences and who are also dealing with their own traumas, tragedies, and losses. I am a mother, a wife, a business owner; a friend, a daughter, and a sister; and I would never take advantage of someone, “prey” on “vulnerable persons”, or treat someone differently – and neither would anyone that I hire and keep on my staff. I am proud of our team, my business, the service we provide, the help we are able to give people, and the integrity that we operate from; whether or not someone else agrees or feels the same. While everyone is of course entitled to their own opinion, I don’t think it’s very kind to make accusations like she has made about my character or the true intentions of Caliber Match.
  
  At this point, it sounds as if Ms. ****** does not want to continue her membership, and we wish her nothing but the best in the future.

  Customer response

  01/25/2024

    In closing and these are the facts. I joined April 24, 2022, went on vacation (May 20 - Aug 30,2022). Reached out to Caliber Match  Aug 30, 2022 was informed "team will begin search". Finally, after all the frustration on March 29, 2023 of the following year I informed them they hadn't done anything and wanted out. After numerous excuses from Caliber Match through the ******* ******** ******* and ******* BBB the CEO, Ms H****** takes the easy way out and claims "there were no matches.
  
       Now to quote Ms. Emily H******, CEO, "We think Ms. ****** is a lovely lady; however, we are not the ones dating her. We are dealing with individual people's wants and needs and what they find attractive. We have screened and interviewed numerous potential matches. Unfortunately, we have not found someone interested in meeting. This is not something we have control over, because we do not do blind dates." With that said by Ms H******; the bottom line is "If you join Caliber Match and there are no matches; they just take and keep your money ($4,500). It doesn't matter to this business that in the past (in another city), I joined a dating service and there were no problems meeting people. Once again, during initial interview I was told there shouldn't be a problem with matches as when asked what I was looking for appearance wise? My response was "looks do not matter, there is beauty in everyone".
  
       Consumer Advocates have all the documentation (BBB, ******* **** *******). Honestly, my intentions were to illuminate the facts and the truth, never to offend anyone. This information should be made available, especially anyone interested in Caliber Match; bringing awareness to their empty promises, discrepancies between the team, CEO. all seven pages of their "Membership Service Agreement/Contract/Payment Plan. Most importantly have an ******** before you join Caliber Match. I'm sure this is not the first time this has occurred to a client and it won't be the last. We all have a voice and if the truth is made known, it is a job well done. All Consumer Advocates empower the consumer for honesty and truth. Thanking you in advance for your time, effort and understanding.
  With sincere respect,
  M ******
  BBB ********
  CIC *********
  
  Will fax additionally info to the number on the BBB complaint form

*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. ↩