- Report: #663146
Report - Rebuttal - Arbitrate
Complaint Review: Together Dating-SA, TX
Together Dating-SA, TX613 NW Loop Suite 195, San Antonio, TX 78216 Nationwide United States of America
Together Dating-SA, TX elove, Poorest Quality & Value or Manipulation & Deception!; San Antonio TX, Austin TX, Norwell MA, Nationwide
*Author of original report: Dating Service Contract Cancellation Lobby for Laws!
*Author of original report: AKA Lone Star Introductions, Inc.
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Paul Falzone, CEO
Carol (T refused to provide your last name)
80 Washington St
Bldg E 11-12
Norwell, MA 02061
I respectfully request you promptly process my elove membership cancellation/release and refund, and consider waiving the Initiation Fee I paid on Veterans Day (Together Dating-SA, TX / 613 NW Loop 410 Ste 195, San Antonio, TX 78216). I experienced business practices of the poorest quality and value Ive ever encountered or it was manipulation and deception. Im disappointed in the elove counselor/authorized signature who said she had 7 years of experience yet did not clearly explain or present the full contract/services or professionally process my release/refund. Im frustrated by the central Membership Services number answered by a representative who has no direct ability to resolve membership issues and who perpetuates an ineffective message loop. It seems like stonewalling when the rep refers me back to the SA office and takes messages, and the SA office refers me back to Member Services, when ultimately they all tell me corporate is the only decision authority. Its extremely unusual that no managers are ever identified or available. Only corporate can make decisions yet is not clearly identified or readily accessible.
Veterans Day was a rare free day for me. Driving home I recognized I couldnt dedicate the time that is essential to the other members in this process due to my demanding work schedule in the USAF. I unfolded the contract to get office information and discovered a full back side of the contract; which was not revealed to me in our discussion nor acknowledged by either of us in our review together of the contract during the signing process. I believed the text referencing (over) applied to the Special Notes section Cindy had filled in and emphasized. No continuation of that section from the front was written or indicated by C so there was no need to turn the document over. Cindy did not present the back to me or indicate the contract actually continued there. During the contract review she held the document down on the table and summarized each paragraph on the front with a pen before giving me the pen and pointing to the signature line for me to sign. My copy was already folded up when she returned to the room and handed it to me. She kept my personal information including social security number, bank accounts/balances, credit card, employer/salary, military ID, drivers license, address, email, phone numbers and results of a simple magazine-style personality assessment and a basic interests/compatibility questionnaire.
At 4:35 I called the SA office (210-979-2550 written on the contract) to cancel my membership and got a message nobody was available. At 4:40 I called the Membership Services number (1-800-317-3283 written on the contract and office phone message) and asked the representative (Toccara) to cancel my membership. She couldnt cancel the membership and referred me back to the counselor (C) Cindy) to cancel it. She said shed have Cindy call me. I tried Cindys cell (941-201-9939 written on the contract) and got voicemail. At 4:45 I called the office again and told the representative that I intended to cancel the contract. She said C indy was in an interview. I left a message and then returned to the SA office at 5:00. Cindy met with me after a short wait. She referred me to Membership Services to cancel. She was surprised when I told her Membership Services couldnt cancel the membership and had referred me back to her. She indicated I might be charged the full rate of $$$$ (a substantial sum equivalent to my monthly paycheck) because shed already dropped the papers. As a credentialed investigator I know traditional background checks should not be conducted with a single source or concluded so quickly. Shed previously highlighted that a thorough background check was conducted on all members to ensure they were all of highest character, not criminal predators like online, so I could be confident in meeting their compatible referrals. She said it would take 1-4 weeks. She then clarified nothing was started yet (e.g., background checks, assigned matchmaker, referrals, etc.) and I was only obligated the Initiation Fee of $$ (a high amount). Despite my reason for cancellation, she told me I was just nervous. She asked me to think about it for one day with no further obligation. I declined yet she continued to push me to retain membership, counseling me on my vulnerabilitieslack of personal time and social investment. She suggested a reduced service package even when I repeatedly told her why I intended to cancel. I asked several times to cancel the membership and complete the release paperwork. SHE TOLD ME TWICE THERE WAS NO PAPERWORK OR FURTHER PROCESS TO FINALIZE RELEASE. This was all highly suspicious to me. She eventually handed me a scrap of paper and agreed to sign it receiving my cancellation. When asked, she also signed, cancelled on my copy of the contract to release me. She did not provide a refund of any payments but indicated it would be immediate. I asked about also waiving the Initiation Fee. My membership lasted 2-4 hours (from 2:25 credit transaction/3:00 departed elove office until 4:40 advised elove Membership Services of cancellation/4:45 advised SA office rep of cancellation/5:00 returned to elove office to cancel/6:00 contract released in writing). C acknowledged no workload/costs (e.g., background checks, matchmaking, referrals, etc.) were incurred given the short time span but I was still obligated to pay the Initiation Fee. She didnt have the authority to waive the fee and said it would be a corporate decision; however, no manager was available and no contact information for one was provided. Since then, no elove authority has contacted me.
On 12 Nov 10, my USAA account showed the original credit transaction pending. I called C at 10:00 and asked her to verify the refund was accomplished. She doubted the transaction had gone through but said shed check when she got to the office and verify it was refunded that day. I still had no reply or refund by 5:00. I tried C s cell and then the office line gave its message to call Membership Services. I asked the rep (T again) to verify my refund. She tried to refer me back to my counselor to cancel my membership. I advised I met with C in person and shed already cancelled the contract. T indicated it was too late because shed fully processed the contract and my background check. I did not believe her because C confirmed on 11 Nov 10, that nothing was started. T repeated she had the contract and background check in her hand. If true, I told her she must have done it after Id cancelled the contract with C the previous day. She told me background checks were run by the office (C ) and faxed to her so she didnt run it after the release. I disputed this because I was with C to cancel on 11 Nov 10, and she specifically told me nothing was started on my membership. T said C must not have realized shed already faxed it to them. I found that hard to believe and certainly sloppy management/handling of my personal information. I asked for a copy of the background check but she refused because such info wasnt shared with the member. I asked her to identify the organization that conducted it. She named (deleted), LLC; and said it was part of the company. T then affirmed I was only obligated for the $$ fee as agreed with C , and not the full payment. She couldnt do anything about the refund and the release had to go to corporate to be processed, which would take up to 21 days. Meanwhile, the full charge of $$$$ would remain on my credit. I asked for the corporations contact informationname, address, a principal point of contact, phone number and fax, email. She told me to send any letter to her and she would forward a fax to corporate. I asked for the corporations fax but she didnt know it; she said that it was just a button on the machine that she pushed and it went. Again, I found that hard to believe. It is certainly poor performance and service when representatives dont know basic company information or procedures; when they do not ensure protection of my personal information by faxing it to an unknown/unconfirmed number; and when they interfere with my ability to communicate directly or confidentially with corporate leadership. After I persisted, she provided: elove, 80 Washington Street, Building E 11-12, Norwell, MA 02061. She identified Carol as the principal corporate contact but refused to provide Carols last name or anything else except an email firstname.lastname@example.org.
My short experience with your company &
services has left me feeling helpless and violated in a way I imagine date rape
victims must feel. While the reps were courteous, the business performance has
been nothing like what was represented to me. I ask that your highest corporate authority evaluate my
complaint and resolve my consumer concerns. I know an ethical business of high
quality and reputation would immediately and openly do so. Yet again, I respectfully request you
promptly process my membership cancellation/release and refund all
payments. I also ask you to
consider waiving the Initiation Fee or at least adjusting the fee to reflect a
reasonable hourly rate for a max of 4 hours service. For example, a salesperson with 10 years experience may
average up to $15.00 p/hr and the national median for a degreed psychiatrist is
$72.00 p/hr (ref www.payscale.com). Finally, I encourage you to assess and
improve your business practices at all locations and affiliates to ensure open,
clear, and ethical transactions with consumers (e.g., www.bbb.org reports elove (ID 98805 and ID 90081421) ARE NOT BBB Accredited Business as
advertised on your webpage www.elove.com ); offer a
24-hour cancellation policy and someone immediately available with
cancellation/refund authority plus release forms (ref TX 80 (R) HB 2623
relating to the cancellation of a dating service contract within a certain
period after execution of the contract; "Cooling Off" laws that mandate a period of time for contract cancellation in many states); and establish an online public access
post which allows members/consumers to rate and comment on your services &
Thank you for your consideration,
Contract and Release
Elove Webpage with BBB Symbol
*Note: Together Dating-SA, TX is one of many addresses identified under elove Personal Matchmaking, 7000 N Mopac Expy 2 Fl, Austin, TX 78731, (210) 280-0368 (BBB ID 90081421; is not a BBB Accredited Business).
Consumer Complaint Links (many receive complaints online and may be able to either assist you directly in resolution or use your experience to build consumer protection programs and laws to stop it from happening to others):
1. Your Credit Card Bank (for transaction dispute)
2. Better Business Bureau
3. Federal Trade Commission
4. Licensing and Regulation Department in your state
5. Office of the Attorney General in your state
6. Your states legislative committees for business and commerce (State Senate and House of Representatives)
7. Your political representatives (e.g., local, state, national congressional representatives)
8. Consumer Advocacy Groups (e.g., elderly, military, low income, handicapped, etc.)
9. Media (local affiliates to major TV news and magazines; newspaper, radio, etc.)
This report was posted on Ripoff Report on 11/17/2010 02:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Together-Dating-SA-TX/nationwide/Together-Dating-SA-TX-elove-Poorest-Quality-Value-or-Manipulation-Deception-San-An-663146. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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