Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not get the service I paid for. Was told I would be matched with dates regularly, and got zero matches. I was presented with 5 individuals that did not remotely meet the desires I expressed to the matchmaker initially, and had no follow-up. When I presented my concerns to the company, I got many presumptuous and snarky responses from *******. She ridiculed my pictures, when my matchmaker had told me they were good pictures. I was removed from the database by *******, and when I requested a refund, she refused and said Vida’s service was provided. I got ZERO services provided by this company, just lost time and money. They need to make this right. After looking at many similar reviews, I can now see that this company is a scam. I’m glad I didn’t lose thousands like other clients have, but I do want them to make this right and stop wasting peoples’ time and money.

  Business response

  08/03/2024

  VIDA Select regrets that this client feels dissatisfied and takes all feedback seriously. We'd like to address the concerns raised and provide additional context.
  
  This client purchased a lifetime membership to our internal database for a one-time fee of a few hundred dollars, which differs significantly from our full-service matchmaking packages that offer a more proactive approach at a different price point. It’s important to note that our database membership does not include the expectation of regular dates, which is a service reserved for our full-service clients. The database membership provides access to our pool of potential matches, with the possibility of being presented to full-service clients as they join. Any expectation of regular dates for a few hundred dollars would be unrealistic and not in line with our service offerings.
  
  Regarding the matches presented, the client's initial feedback was positive: "From the list, I liked **** and ***** I liked the other matches, but I think the agnostic religious beliefs can pose some long-term compatibility issues." Of the two approved matches, one declined due to lack of interest, and one didn't respond to our outreach. While we understand the disappointment, mutual interest is something we cannot control. There surely would have been future potential matches had the client remained in the database. As new clients sign up for our full-service packages and our customer pool expands, she would have been contacted again if she had not chosen to reverse the payment.
  
  Our suggestion to enhance the client's photos was intended as constructive feedback, not criticism. The exact quote was: "Upon reviewing your profile, I see an opportunity to enhance your presentation with photos that depict you in more professional and/or polished settings, such as a fine dining experience or a formal event. This could better highlight your appeal, as I think your casual submitted photos at Disney, a sporting event, and the beach show only one side of you." We strive to communicate such suggestions sensitively and apologize for any misinterpretation.
  
  It's important to clarify that the client was removed from the database after her payment was reversed following the denial of her refund request, not before as implied in the review. This action effectively concluded our business relationship.
  
  We believe we fulfilled our obligations for the service purchased: conducting an initial search, presenting potential matches, and maintaining the client's profile in our database until the payment reversal.
  
  While we regret we couldn't meet this client's expectations, we stand by the legitimacy of our service and the value we provide to the vast majority of our clients, as reflected in our high Trustpilot rating.
  
  VIDA Select is a legitimate matchmaking service with an excellent reputation, evidenced by our 4.7/5 star rating on Trustpilot from over 370 reviews. While we strive for 100% client satisfaction, the nature of dating services involves many complex and personal factors. Individual preferences, life circumstances, and the unpredictable nature of human connections all play significant roles in the matchmaking process. We recognize the emotional investment our clients make and continually work to set clear expectations and provide support throughout our service. Our high overall ratings reflect our commitment to delivering value.
  
  VIDA Select remains committed to helping our clients find meaningful relationships and continuously improving our services based on client feedback.
  

  Customer response

  08/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22036367

   

   

   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially engaged with ****** ***** in late September. He recommended the 100 hour package for $3195. He described Vida as using a multi factor approach and said they would be conducting a pro active search, managing my dating platforms, selecting the best photos for my profiles and re writing my dating profiles. He said this would include tapping into their internal database and recruiting. I spent a couple of hour providing detailed information on myself and what I was looking for. I told ****** I was skeptical that there was a deeper pool in my geography and demographic and he assured me that the potential dating pool would expand. None of this happened. My potential dating pool did not really expand beyond what I see when hanging my own dating sites. There were zero internal matches. Some of the "writers" were not adhering to my filters and what I was looking for. I went on 2 dates that came through my dating sites that I could have dated on my own without their help. This was a total waste of time and money . I did not need to spend $3195 plus the cost of the dating apps to basically yield nothing. My matchmaker was based on the east coast so probably the writers were also and no one understood the geography limitations in my area. Their contract says no refunds but I believe what they sold to me was basically false and they over promised and under delivered.

  Business response

  02/07/2024

  While we regret that this client did not perceive the value of the service to be in line with what she paid, VIDA Select did in fact provide all services promised as outlined by ****** to the client on their initial call, in our legal service contract, and as described by the client herself in this complaint. 
  
  The client received a fully optimized set of profiles with new profile text and a curated and edited photo selection. The team provided management of these dating profiles as outlined in the contract, and conducted multiple searches of our internal database for compatible matches. 
  
  The client went on two dates with candidates identified and coordinated by VIDA Select, and she went on a second date with one of the men we matched her with. 
  
  The assurances given to the client by her matchmaking advisor ****** were in the context of the client residing in a major US city where VIDA Select works with a diverse and extensive client base. Ultimately, we were only able to identify one internal match for the client. However, he did not reply to our inquiry as to his interest in meeting her. Internal searches are an ongoing process as new members sign up daily.
  
  Regarding her statement that we “were not adhering to my filters and what I was looking for”, we did make strategic decisions to slightly expand the client’s preferences, such as geographic location, to enhance the pool of potential matches when we began running out of exact matches. Upon a thorough review of this client’s account, this is the only instance where we did not exactly adhere to her stated preferences. We acknowledge that the reasons for this should have been more proactively communicated to the client. 
  
  The other comments the client made about men not meeting her preferences were around perceived attractiveness. This can be very nuanced, which is why learning our clients’ taste as we work together is a normal and ongoing part of our process. 
  
  Throughout the course of this client’s service, VIDA Select provided 11 matches that aligned with the client's interests and that were approved by her, leading to arranged dates by VIDA or conversations that the client chose to take over. 
  
  While we understand that the service may not have met her expectations in terms of being matched with internal candidates, we did fulfill all contractual obligations. In fact, we provided 103 hours of service when she paid for 100 hours.
  
  Considering that the client went on 2 dates with approved matches (and on a second date with one of them), received a total of 11 approved matches, and a full set of non-retrievable, fully optimized profiles which she also approved, a refund is not an appropriate resolution.
  
  If she so wishes, we will keep her profile live in our internal database, making her eligible for matching with future paying clients. We are happy to do this with no additional cost to her, and her internal matchmaking profile can remain active for as long as wishes.
  
  We’d also be happy to provide a 2-week extension of our full online matchmaking service, at no additional cost to the client if she’d like. 
  
  We understand this is not the client’s desired resolution. But as we’ve outlined above, we fulfilled all of our contractual obligations, the client benefited from the service received, and we exceeded the number of service hours she paid for. As such, we believe this is a resolution that is both fair and reasonable.
  

  Customer response

  02/13/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The 2 dates that I went on I had prior communication already through the dating sites that I already pay and subscribe to. It is not accurate to say that the only reason I rejected some dates was attractiveness. That is untrue. I would accept as extension of the full service as a remedy and to keep me in their database. How would we proceed from here? Regards, Complaint ID: 21227759    

  Business response

  03/03/2024

  Regarding the 2 dates in question, the client’s dedicated writer carried the conversations through to completion and set the initial date. Upon review, we also found the following feedback, directly quoted, on various matches she said no to: "not attractive," "nerdy looking,” "strange looking" etc. While the client did decline other matches for reasons like distance, appearance was a main focus per her feedback to her Matchmaker. 
  
  That said, we are happy to continue to learn her preferences and tastes during this extended service time and she is already back in touch with her Matchmaker to arrange this continuation.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩