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Here is last month’s supply of consumer complaints against eHarmony posted on the leading gripe website ConsumerAffairs.com, plus our comments. Some of this month’s complaints are valid and justified, thus highlighted, while the rest are “buyer beware — read the fine print” or may be resolved with a call to customer service.
No, we are not eHarmony, we just like to help out or comment. If you have an opinion as well, post them at the end of the article.
#1 kevin of fort worth, TX February 22, 2010
Does somebody know where the mangement or owners investors are located? I need info for e-harmony? I need an address, because I can’t get money back, even though I canceled several times. This is the only way yo deal with this kind of crap. I’ve read enough and talked enough. Can’t beleive company takes this much money.
eHarmony
888 E Walnut St, 2nd Floor
Pasadena, CA 91101-1802
(626) 795-4814
Kevin, they’re in the phone book.
#2 Ann of Atlanta, GA February 19, 2010
Wow. Where do I start? I have been a user (off and on) of eHarmony for several years. This past fall, I re-activated my online membership because they had a three-month deal for 19.95 per month (which was a savings off their regular price). After two months or so, I had not received ONE match from them (the site matches you with potential romantic partners) and emails them to you. I called to complain about this. When I spoke to the customer service person, they could not give me any reasons why I had not received a match in that time. They told me that they would give me three months for free (additional months to what I had already paid) to see if I would receive any matches in that time. I live in Atlanta, GA, a city of almost 5 million people. There is NO WAY I would not have received a match during the time period unless something sketchy was going on.
At five months in, I attempted to contact customer service about my issues (still no matches at five months). THere is NO contact information for customer service anywhere on the eHarmony site. NOTHING. No email, no chat feature, no PHONE NUMBER. The only way I found their phone number was to do a search on Google for “eHarmony Customer Service Phone Number”. I did find the number that ANOTHER disgruntled customer had posted. I called and was told that there was nothing they could do except for refund one month of my fees (19.95). They told me that they understood my concerns but …. basically the customer service person had no idea what to say. I could tell she had heard this before…many times. I told her that refunding my 19.95 was not enough. She said there was no one else I could talk to but that someone else would email me and I could escalate the problem with them. I feel there are some major fraudulent activities going on with this company. They do not want their customers to figure out how to contact them to complain.
They also put every one of the customers on “automatic renewal” without letting them know it (it is in the fine print but EVERYONE is put on that without doing anything to agree to it). Then, they charge your credit card, without you having any idea. ANOTHER issue I have is that you are unable to get your “profile” pulled down off their site, as you are easily able to do on most other Interet dating site. I don’t want my information up there, but they continue to deliver me as a “match” to others, even though I have requested them to NOT do that and even though I am no longer active on their site. PLEASE HELP THE CONSUMER FROM THIS COMPANY.
Ann, my comments, one by one
1. Their “all accounts auto-renew without notice” policy has been around since August 2000. I’m surprised you’ve never experienced it before being a “user (off and on) for several years”. Anyway,
2. “something sketchy” means your Match Settings are too restrictive. Your age, gender and geography ultimately determine how many matches you’ll ever receive. The CS rep you spoke with didn’t know how to advise you. He or she would have told you how to expand your settings or diagnose your account.
3. Yes, eHarmony tries their very best never to publish their toll free number. Their phone number can be found on this article. If you did Google “eHarmony Customer Service Phone Number”, you would have found the same article.
Based on reader comments, complaining about lack of matches won’t work to get you a refund. There are other ways; see our article How to get a refund from eHarmony.
4. If you want to remove your profile, you can close your account. How to close your account. It’s true that they don’t make it easy.
5. Mention of the autorenew feature appears no less than three times — and never in fine print — during the ordering process. It’s hard to miss.
6. If you want to stop receiving matches, you have to turn off matching. The instructions are right in each of those “new match notification” emails.
#3 William of Jacksonville, FL February 18, 2010
I went onto this silly website because I kept hearing all the buzz about how great it is, and I can say from direct, personal experience that it’s a useless site. I spent several minutes answering several pages of questions only to receive a big, annoying page that informed me that I was not worthy to use their services. It rudely informed me that I fell into the 20% of people who “cannot benefit from E harmony”. It then implied that I was dishonest and that they had a reputation to uphold. ok! fine! So I’m not good enough…why did they waste several minutes of my life? I answered their flotsam as honestly as I could (after all, what motivation would I have to be dishonest?) Success stories? bolony! Big lot of nonsense!
William, be thankful that this “baloney site” didn’t take your money.
#4 Karen of Camberwell, Australia February 18, 2010
This is the worst dating site in the history of the world. Pathetic. Impossible to navigate. No chance to search for your own matches. They send you people who are clearly not what you’re looking for and all the while keep billing you exortibant amounts of money. The thing needs to be shut down.
Well said, Karen.
#5 Mary of Acton, MA February 13, 2010
eHarmony takes up half my email screen! I am not interested in their services. I wish to have them eliminated from my email. I’m too old for the dating game! Their presence is annoying–they should not be allowed to repeat their message over and over on the same screen.
Mary, you are seeing a website banner advertisement. Advertisements pay for the content and the upkeep of the websites you use every day, just like how it does for paper newspapers. If you want to block advertisements there are software you can install on your computer to do that. If everyone blocks ads, though, who will pay for the content and the upkeep of the websites?
#6 Kathy of Johnston, RI February 12, 2010
This is the worst so called “relationship” site ever! I signed up about a year ago and after taking much time to fill out their very in dept questionnaire I was told sorry are services are not suited for you and we cannot match you up with anyone. WHAT? Out of the thousands of men out there looking for a relationship they knew just by what I answered that their was not one person they thought would be a match for me?
And now a year later I tried to sign on again to try yet again and didn’t even get as far as the questionnaire this time. They simply said we cannot match you.
Talk about unprofessional and making a person feel worthless and more alone then you were before you signed up! These people need to be put in their place it’s a good thing they don’t run a hot line or they could really ruin people’s lives.
No they don’t run a hotline. Be thankful, Kathy, that they didn’t take your money, unlike the other posters here.
#7 marybeth of pueblo, CO February 12, 2010
Joined E-Harmony hpoing to find someone to date, most of what i got as matches are in other states. Big thing that bothers me is they have no phone or e-mail site. there is no one that i can talk to about this
Their phone number is in this article. You can change your Match Settings to receive matches closer to home.
#8 Ryan of Worcester, MA February 10, 2010
I have found on several occassions that matches tend to be lost on follow up even after they have initiated correspondence and accepted an invitation for direct email correspondence through eharmony. I believe eharmony blocks such communication so as to prolong membership. (The intended recipient of the email doesn’t receive the mail and the sender is led to believe the match has chosen not to reply). Quite an unethical practice.
Ryan, it is more likely that your matches are no longer interested. Although you may be right.
#9 Madison of Pasadena, CA February 5, 2010
You defintely have to pay attention to the confirmation page and the terms and conditions. The auto-renewal feature is listed on both pages, which makes it legal and legitimate. There isn’t anything a lawyer can do, nor your credit card company. Your bank will just call eHarmony and ask them about the charges.
Once the rep has explained to the bank about the auto renewal and the policy, the bank won’t go any further. The won’t continue with the dispute. They will just block it from happening again.. that is it. The number to contact eH is 1-800-. They are there from 4am PST to 12am PST.
Great post, Madison. Did you get the information from this blog?
#10 laurie of westwood, MI February 4, 2010
EHarmony is a complete fraud. do not sign up they have the most unethical sick practices I have ever seen. you will be scammed in everyway. if already a done deal, write the better business bureau in LA, contact your credit card company before they auto renew. I found email addresses most bogus but i kept writing. I finally got a refund or at least they said they would give me one. I now have it in writing to provide to my credit card company. how much fraud does there need to be for consumer affairs and bbb shut them down! this is outrageous.
Congratulations, Laurie, for getting your refund!
#11 Frances of Los Angeles, CA February 4, 2010
I subscribed to 3 months at eharmony.com. On January 3, 2010 they sent me an email saying that I had made my FINAL payment for my 3 month subscription. On February 4, 2010 they informed me that they had “automatically renewed” my subscription and had taken additional amount out of my account. When I called them at 1-800- they told me that in the original agreement they said that they would “automatically renew” my subscription. I told them that if I wanted more than 3 months I would have subscribed to more than 3 months.
They now have my money. I called my bank and put a stop on any further withdrawals from my account by their company. This is a scam! They are unethical and are not tranparent. I would NEVER use their services in the future! I have read the consumer affairs board and I see that I am not the only person that eharmony has duped. I am on a limited budget and now I am in dire straits thanks to their antics.
Frances, mention of the autorenew feature appears no less than three times — and never in fine print — during the ordering process. It’s hard to miss.
If the eHarmony payment has put you in a financial situation you can get a full refund. Call to get a refund from eHarmony and ask for a supervisor and tell your situation (politely).
#12 Chris of Wayne, NJ February 4, 2010
I joined E-Harmony, and after my 3 months were up, I canceled my subscription. I continued to get matches, and learned I had to “close” my account. However, my profile remained in their data base, along with my credit card information. I next learned the only way to have your profile completely deleted is to write them, which I did. They following is the response I received:
“Thank you for contacting eHarmony Customer Care. I appreciate your concern regarding your profile and I will be happy to assist you. Currently, we don’t have such functionality to remove your profile completely, however, as your account is closed, I can assure you that none of your matches nor us will be able to get access with your information. As America’s Trusted #1 Relationship site, your security and privacy are very important to us. We look forward to helping you find the love of your life.”
I would like the information I provided to them to be removed completely since I am no longer using their services. HELP!?!
Chris, see Step 5 of Your complete guide: How to cancel eHarmony.
#13 Kathleen of Niles, MI February 2, 2010
My story is identical to Donna of Merrick, NY January 24, 2010. I clicked on a banner ad on the website that read I could purchase their services for approx. 19/mo for three months when I entered a code. There was nowhere to enter the code and I ended up being charged nearly 140. I immediately sent an email request cancellation. The response said little more than “you may have better results if you complete your About Me information” HUH? I completed a follow up survey about their customer service indicating customer service was poor and the issue wasn’t resolved. There was no response. Since then I have sent half a dozen emails requesting a refund and have closed my account. I have requested all contact be via email so I have documentation that can be used as evidence to present to consumer complaint agencies.
Kathleen, the fastest way to get this done is calling them. Trust me.
#1 Mary of Edina, MN February 1, 2010
I cannot give you any information about the company included and especially their phone number because they don’t want ANYONE ESPECIALLY their customers to contact them. I spent over an hour 2 or 3 times to try to FIND OUT HOW TO ASK THEM A STUPID question; if it is not in there commonly asked questions your screwed. No “contact us” option ANYWHERE!
Yes, Mary, eHarmony tries their very best never to publish their toll free number. Their phone number can be found on this article.
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