(Online Dating Industry Journal) Consumer complaints against dating services are on the rise as more and more online daters use the Better Business Bureau to try and resolve customer service issues.
Consumer complaints filed with BBB on dating services increased 73
percent in 2006 over the previous year, reaching 2,525 complaints
altogether. While final complaint numbers for 2007 are still
forthcoming, early analysis shows that the numbers of complaints in
2007 are expected to again reach record-breaking levels for the
industry.
Americans spend hundreds of millions of dollars on online dating sites
alone every year and as the popularity of the industry increases so
does the number of complaints BBB receives,” said Steve Cox,
spokesperson for BBB. “Whether you’re willing to pay thousands for a
matchmaker or 50 dollars a month for a Web site membership, it’s
important to know exactly what you’re getting into and exactly how to
get out of it.”
Online dating services normally require a specific length of membership
and charge a monthly fee. The contract is typically renewed
automatically when it expires. As a result, about two-thirds (63.7
percent) of the complaints against online dating sites are about
accounts being automatically renewed following the end of a contract or
trial period. Either the customer didn’t realize they needed to take
steps to cancel the account, or they did take the necessary steps but
billing continued anyway.
Other common complaints for online
dating services include the inability to immediately cancel after
signing up (6.8 percent), general dissatisfaction with the company and
its process (6.8 percent), and the practice of the company contacting
other singles on behalf of the complainant (6.3 percent).
The Better Business Bureau offers the following tips to online daters to help avoid filing a complaint:
1) Don’t fall in love with the advertising. Beware of
claims such as, an exclusive network of people, for sincere daters
only, and beautiful singles just like you. Recently, BBB’s National
Advertising Division provided a decision in a case between rival online
services, requiring one to stop advertising that its methods were based
on “the latest science of attraction.”
2) Do your homework. Checkout the company with BBB (www.bbb.org) to make sure it has a history of satisfying customers and resolving complaints.
3) Don’t give in to high-pressure sales tactics.
Sales associates may tell people that a low price is only good for that
day and and ask them to sign a contract immediately. People should take
the contract home, read it carefully and make sure they understand what
they are signing up and paying for.
4) Know how to break up.
Consumers should not assume that they will stop being billed once the
contract runs out. Many online dating sites automatically renew
memberships and there are steps that must be taken, such as calling the
company, to keep from being billed again.
Joe's Comments
We've recommended to our Online Dating Magazine readers for years that they use the Better Business Bureau to file complaints against online dating services that don't help them resolve issues. One of the biggest complaints from online daters, about online dating services, is "terrible customer support". Online dating services need to find a way to overcome this in order to rebuild their reputation. One of the most complained about services to the Better Business Bureau is True.com. Online Dating Magazine also receives more complaints about True.com than any other online dating service. That's not a good reputation to have, especially when you try to convince people that you have their best interest at heart.
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