We’ve just found this link to a comprehensive report from the US Better Business Bureau of eHarmony. eHarmony has been a BBB Accredited business since January 2001, and the BBB gives the company an A, a notch below their highest rating.
As to why, here is the BBB’s analysis of eHarmony’s consumer complaint experience:
Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.
Some complainants allege although they believe they have cancelled subscriptions, they continue to be billed or receive emails advising them that their account has been automatically renewed. Other customers are dissatisfied with the length of time it takes to receive suitable matches or are unable to respond to matches received. In other cases, some complainants found it difficult to reach the company to resolve billing disputes or obtain specific information regarding services. The company responds to most complaints by issuing refunds or credits and closing accounts. In other cases, the company contends the auto-renewal feature is clearly described on their website, as well as in the materials the customer views upon sign-up. Further, clients are notified by email at least three days prior to the renewal date to allow ample time to cancel accounts. In some instances the company denied refunds citing their refund policy, which indicates that clients have seven days to close their account and obtain a full refund. The company contends that although they cannot guarantee all members will be suitably matched, the process takes time and they work diligently at assisting their members in finding a companion.
The “point of contact” is Ross Lincoln, Account Specialist of eHarmony, whom we’ve featured here 18 months ago.
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