Heart To Heart Inc.

To Whom It May Concern,
This is in reference to the complaintWe would like the opportunity to respond. *** *** purchased a Living Social, for three months in the friendship to relationship category for $75. She is currently being provided a service and is not entitled to
any money back. *** *** paid Living Social, her purchase is based on their terms, which is non refundable. This was noted at the time of the interview, and on her Living Social voucher. Attached is proof that she is currently still being giving a service. Based on us providing her with a service and matches she isn't entitled to a refund, see attachment. We value someone with your expertise in a closure to this case.
Sincerely,
Andrea C***
Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As I explained in my original e-mail, I am not receiving quality service Further, I actually paid for months, so I paid a total of $150, not $as the customer representative states (I hope this provides yet further insight into the inaccuracy provided by the company's behalf) In addition, the reason I am asking for my money back is for the reasons I outlined in my original complaint The quality of the service has been poor In addition, if the quality of my pictures & profile were poor, this should be have been addressed from the beginning, not after months following my complaints
Regards,
*** ***

Dear [redacted],
This is in reference to the rebuttal by [redacted].  It is unfortunate but [redacted] paid Living Social, a total of $75, which in their terms, once the customer redeems the voucher they are not entitled to any money back.  With our company she only paid $75 with a credit card, for an additional service of three months in the friendship to relationship category.  We only received a total of $75 to our company, not including tax, see her credit card receipt attached.
Secondly, [redacted] asked that we make the matches approve her.  Some matches have approved her and some have not. We previously sent you e-mails that showed she didn't approve all the matches we sent her, which is her right.  However,  [redacted], wants Heart to Heart to go back in the system and have the matches that she approve make them approve her.  
We are suggesting for her to change her picture and send us new pictures of herself and change her profile.  We charge a total of $30 for picture change and $30 for profile changes.  We will waive the fee for her.  Thereafter, we can go back in the system and the matches she approved, we can resend an updated version to the matches that rejected her. This is our final offer.
Finally, we want to work with her.  We have giving [redacted] the full service of more than what she paid.  [redacted], received a discount due to a promotional Living Social valued at $795.  Our suggestion to her is to approve more matches and then she will have a better chance of meeting more people with our 27,000 active members.  We value your expertise in a resolution to this case.
Sincerely,
Andrea C[redacted]
Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
1) I would like AT LEAST a refund of the $75 I paid to the company
2) As another example of Heart to Heart's poor communication is the manager's rebuttal.  I did not ask Heart to Heart to go back in the system & have matches I approved approve me.  I asked that if there was a mutual approval that this be recorded correctly.  Heart to Heart mistakenly recorded one of my "approvals" as a rejection.  This was incorrect & as a result did not turn into a mutual match.   
3) The suggestion to change my picture was made 3 months after I began the service.  This suggestion should have been made initially instead of insulting me & telling me that I am unattractive & I have poor pictures.  This also completely contraidcted what I was initially told by my "matchmaker". 
4) Although the company keeps marketing themselves as a full service & I should be lucky since I am getting a "discount" from what they normally charge, I have still received poor service.  I did not realize buying a living social deal meant poor service. 
5) I have already approved over 50% of my matches & attempted to call 2x to resolve the situation.  It is unfortunate that things are not working & this is why I am requesting a refund. 
Thanks,
[redacted]

Review: I signed up for this service back in May (May 22nd). I went in for the interview, took the personality test, submitted my pictures, etc. Two months later, I still had not made a mutual match so I called to inquire what was going on. I spoke with the customer service representative (July 22, 2014) & we went through the matches I'd been given person by person to see if we could determine why I still had not met up with anyone. It came out that they had not been accurately recording my responses, aka there was a 'no' when I had in fact said yes. This already made me wary as to the type of service they were providing. After that phone call, I made a list of all the matches I'd received & who I said yes to & sent it over so we could see if there was some pattern. All I got was 'your e-mail has been received'. So a month later, on Aug. 15, 2014, I called to follow up again to see why there still had been no mutual matches despite me taking their advice & saying yes more. The customer service representative, Quinn, then proceeded to insult me & say it was because my pictures were not good & I looked terrible in them & needed to re-submit my pictures & re-do my profile. So I asked why this was not brought to my attention at the VERY beginning - when I first signed up & went in for the interview & she said 'oh your matchmaker was being nice, she didn't want to make you feel bad'. But that makes absolutely no sense because part of the package was they are supposed to take pictures of you. Or if the pictures/profile were bad from the beginning, then they should have told me at the beginning rather than so much later. Essentially, she was trying to push the responsibility of them doing a shoddy job onto me. Further, I was told to just start saying 'yes' to everyone. So if they are sending me matches, what is the criteria they are sending them with? Then when I mentioned other people had seen the online 'living social' deal to them & asked me about my thoughts, and I said I basically had had a really poor experience, she said I had signed a 'non-disclosure' agreement. However, there is nothing for me to disclose since nothing has happened. It would be one thing if I was dropping the ball & not responding but after the snafus & feedback I've received after I've called customer service, I highly doubt question the quality of the service I am receiving.Desired Settlement: I would like a full refund of what I paid.

Business

Response:

To Whom It May Concern,

This is in reference to the complaint. We would like the opportunity to respond. [redacted] purchased a Living Social, for three months in the friendship to relationship category for $75. She is currently being provided a service and is not entitled to any money back. [redacted] paid Living Social, her purchase is based on their terms, which is non refundable. This was noted at the time of the interview, and on her Living Social voucher. Attached is proof that she is currently still being giving a service. Based on us providing her with a service and matches she isn't entitled to a refund, see attachment. We value someone with your expertise in a closure to this case.

Sincerely,

Andrea C[redacted]

Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I joined the service a year ago and had nothing but problems including being set up with the wrong person, matches that I selected changing their minds about meeting, being stood up on a date and being told I would get a reimbursed for the expenses that I paid as I stayed at the restaurant ( I have never received that). I was told on the phone and in an email by a [redacted] who I worked with that I would get a refund if I said "no" to my matches for three months straight. I was not happy with the matches that I sent and after three months wrote about getting the refund that was due me. That was in January and now it's March and they are now reneging on what was said. I just want the partial refund that is due me which I believe is $1000 and to be done with this.

Business

Response:

Dear Sir/Madame,

Please see enclosed our rebuttal. Unfortunately based on the contract, the client is not entitled to a refund of services rendered. The client used the service and is still an active member. The client is continuing to receive a service. We did offer options to the client in our rebuttal letter. Should you have further questions, please don't hesitate to contact us. We look forward to your response.

Sincerely,