Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was guaranteed local matches within the parameters that were set and was not given any local or in person dates. Put the service on hold and was told they would reach back out to start again and they never did and now say it's expired. Nothing they said was true.

  

  Business response

  09/12/2024

  Thank you for sharing your concerns with us. We take all feedback seriously and aim to provide a professional and transparent service to each of our clients. Upon joining, you were provided introductions within the parameters you set, and all were local to the area specified. While we guarantee a minimum of 3 introductions, you were offered 5, two of which you declined. Additionally, the feedback you provided on the introductions was positive.
  
  Regarding your membership hold, as outlined in our policies, it is the client's responsibility to reach out when they are ready to reactivate their membership. Since we did not receive any communication from you, your membership expired in accordance with our agreed terms.
  
  As your membership has been fulfilled in full, we will not be issuing a refund. We value your time and feedback and wish you the very best moving forward.

  Customer response

  09/13/2024

   I am rejecting this response because: we set a date for the matchmaker to reach back out to me and they did not.  Their claims of matching in areas that were approved is not true, and the matches that were rejected were outside of the age range we set.  
  
  
  

  

  Business response

  09/16/2024

  Thank you for your response. We appreciate the opportunity to further clarify.
  
  Regarding the matches provided, we can confirm that all introductions were made based on the criteria you provided at the start of your membership, including location. Additionally, per your membership agreement, matches are made at ***** discretion while taking into account your preferences. We always strive to present introductions that align with our clients expectations.
  
  As for the membership hold, it was your responsibility to reach out when you were ready to resume, as outlined in our policies. We did offer an extension of your membership, which you declined.
  
  We are confident that we fulfilled the terms of your membership, and as previously stated, no refund will be issued.
  
  Thank you again for your feedback, and we wish you the very best moving forward.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  paid $10,000 for this "legal fraud". signed up july / august 2023. was passed like a hot potato from one to another matchmaker. Promised minimum of 3 or 6 suitable matches. finely 2 months later I get a matchmaker. according to the matchmaker, I had a total of 6 matches. Per contract they must be suitable compatible matches... one must have been a ghost, as I can't remember ever meeting the last one she claims. One was over zoom and the call kept freezing along with our moronic faces each time the connection failed. One guy was unrecognizable, the complete opposite of its photo and profile description. Significantly shorter skinny and older. another "match" was with someone who within the first minutes said he doesn't want to date single mother with kids, like myself. Two other matches i agree were a good shot. Upon research, turns out this company is owned by an attorney Who drafted a perfect iron clad contract completely biased to protect the company against any complaints... matchmakers in this industry are known to make about $100 per match, not per hour as ****** seems to describe, the faster and more they match, the better. although NY seems to have a law that protects matchmaking agency clients who feel frauded myself, sadly I'm not in **. The matchmaking business is turning into a fast way to make big bucks at the cost of trusting clients. Matchmaking companies claim to have thousands of people on their database which is basically anyone under the sun who has a heartbeat. of course some people get matched upon some quick coincidental effortless matching, yet, no real effort seems to be done in most of these companies and "professionals". No outreach, very little colaboration between agencies as LUma and others prefer to keep all their money to match "in house". the best part, they can claim anything they want as it is impossible to prove if they are right, or wrong.

  

  Business response

  04/19/2024

  Thank you for reaching out with your feedback. The matchmaking process is indeed complex and, despite our best efforts, not every match will align perfectly with every expectation. We acknowledge the challenges and are continuously working to refine our approaches.
  
  You've received five matches so far, exceeding the three guaranteed by your contract. With a month left in your membership, we encourage you to continue utilizing our services, as the potential for successful connections often increases as we further adjust and fine-tune our matching criteria based on ongoing feedback.
  
  Our primary goal is to help you find success in your matchmaking journey. We take your concerns seriously and are committed to improving the quality of your matches. Please share any specific preferences or concerns with our team, as this will assist us in tailoring future matches more closely to your expectations.
  
  Thank you for choosing our service. We look forward to working with you to enhance your experience as your membership progresses.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $12,000 to receive high-end and professional matchmaking services from Luma on January 16th. I was sold by ********************* that the dates would be "experiences and not just dates in order to get to know each other." The sales presentation I was given and the services I have received are completely opposite. I went on two dates and neither were experiences. Both were restaurants I take my children to eat. On February 5th, I met a date and I have never been more uncomfortable on a date. He used character voices during his conversation which was very concerning. Three different voices to be exact. One while reenacting conversations with his ex-girlfriend, one for his conversations with his daughter and another to reenact conversations with other people. He discussed his daughter self harming herself by cutting herself, how his children and others thought he had anger issues, his past relationship with his girlfriend that he hasnt been with over three years ago, his AA meetings and additional concerning comments about his past. A quick internet search showed this man had hired and still works with his ex girlfriend. I paid **** to research and interview potential matches for me. I voiced my concern on a phone call with my matchmaker, ***********************, stating that I was surprised **** would select someone to go on another date with a client when he clearly had personality issues. Her response was the only feedback from another client was that he said strange things. I recorded the conversation and have reviewed it for accuracy. **** knowingly arranged an unsafe date for me when they had feedback from previous clients. I told ***** I had never felt uncomfortable on a date and ended quickly. She said she would red flag his account. There was zero screening and professional services provided from Luma minus a Zoom call with him. I was shocked that my date on January 27th did not look like his photos. I addressed this issue with *********************** and was shocked to known she had a Zoom call with ***** before my date and noticed he had put on weight and was more clean cut in her words. This is why I got off online dating and paid Luma. Paying $12,000 and not receiving current client pictures is unprofessional. I have proof that the photos presented were not current and YEARS old. The date was a very kind person, however there were concerning things about him I later found out before our second date. He had been married once to someone that was 18 years younger than him, hadnt been in a relationship or had *** in over two years and in his words, I get ghosted by women on the second date. There were also many other concerning issues with the date, but my main issue is that **** did not accurately represent my date I was meeting and had the information to notify me that he physically did not look the same as the photographs I was presented. I am paying for professional services and Luma can't provide current photos within the last year. I also have a young daughter and I am not comfortable letting someone that dates/marry women 18 years younger around my child. Once again, zero background research was done nor was the service provided professional. Inaccurate photos is what I can receive on any dating site. This is one of the main reasons I hired ****.***** has sent me two other possible matches. One lives in ************** and is not interested in relocating. I should have never been presented this match. The second I was sent tonight does not physically look like the photo I was sent after I was able to research and locate images. I do not have trust in Luma to provide me the service I paid for. I am requesting a refund of half of my payment. This is more than reasonable for services provided by Luma to date. I did contact **** with my complaint first communicating with *************************. Her response was "you are not eligible for any type of refund and we definitely don't want to see you waste the time or money that has been invested thus far." I DID NOT receive professional match making services and would like to resolve this issue. **** is very aware why I did not want to meet with the other two matches provided.

  

  Business response

  03/08/2024

  Thank you for reaching out and sharing your concerns with us. I understand you're disappointed with your experience thus far, and I'm here to support you through this. While I'm sorry to hear about the challenges you've faced, I'd like to reassure you about the value and professionalism of our services at Luma.
  
  Our goal is always to create meaningful connections, and we're proud of the work we do in bringing people together. Remember, you're just at the beginning of your journey with us. The matchmaking process is very much a collaborative and evolving one, where feedback and open communication are key. Your insights are invaluable as they help us refine our search and better understand your preferences.
  
  I acknowledge the points you've raised and appreciate you voicing your concerns. It's important for us to learn from each experience to continually improve our services. While our policy doesn't allow for a refund in this situation, I want to assure you that we are committed to your success and satisfaction. We're taking your feedback seriously and are keen to address the issues you've encountered. Let's work together to adjust the approach and find you matches that align more closely with your expectations and values.
  
  We're here to support you every step of the way and remain dedicated to finding you the kind of meaningful connections you're looking for. Please don't hesitate to reach out to your matchmaker to discuss your concerns further or to clarify any points you feel we may have missed.

  Customer response

  03/08/2024

   I am rejecting this response because:
  Thank you for the response. I paid $12,000 with the intention of finding someone and my ultimate goal is to make this work. However, my current matchmaker is not providing matches that meet my criteria. I would like to resolve this with **** and would like to propose moving forward with a different matchmaker. I also want LUMA to reflect that I have been matched with 2 matches vs. the 4 matches they report. The other two matches provided did not meet my client profile expectations. Please let me know if you would like to move forward with this resolution.
  
  

  

  Business response

  03/08/2024

   We take your concerns seriously and are here to ensure a fulfilling journey for you with us. ******* will reach out to you following your email this morning and to assist in pairing you with a matchmaker who's a better fit for your preferences. It's important to us that you know every introduction we facilitate is considered a significant part of your membership. Each match is a step forward in finding the right connection for you. With 7 months left in your active membership and no limit to the number of introductions, we're dedicated to making each opportunity count towards achieving your relationship goals. 

  Customer response

  03/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract with Luma on 5/16, payment rendered. Assigned matchmaker, established a dating profile/identified criteria for an ideal match, as well as my non-negotiables. Cycled through 3 matchmakers, went on 6 dates, some via Zoom and some in person. Multiple matches did not meet non-negotiable criteria (ie wanting to have children, living in ***********). Engaged with Luma leadership regarding disappointment, asked for refund because product was not meeting my expectations based on contract terms. Only offered a 3 week extension, which I accepted as I was given no other choice. On one of the dates, where we were supposed to meet in person, ******** match maker failed to confirm the date with the person who I was supposed to be meeting, which caused a no show and totally wasted half my day. On the last two dates (which were presented during the last week of my contract) I learned that **** had been misrepresenting me by saying I held a VIP membership and had not agreed to sharing photos. Both of these are untrue. When immediately brought to the attention of the management, I was dismissed and told that dating takes timeI was again offered a contract extension, which I refused. My exact request was for a 50% refund ($5000) acknowledging that the company had set me up on dates but failed to screen those dates for the criteria I had pre-specified. I was denied that request and repeatedly reminded that I was still single/asked what I planned to do next, insinuating that a contract extension was my only option. No one acknowledged, or apologized for, the fact that I was presented with matches that did not meet my criteria, that I was misrepresented, or that my membership was passed through several hands without one person taking ownership.

  

  Business response

  12/17/2023

  We're writing regarding your feedback to the Better Business Bureau about your experience with Luma. Your input is crucial to us, and we're committed to addressing and resolving your concerns.
  
  Our goal in matchmaking is to provide the best possible matches, acknowledging that the complexity of human connections means not every match will be perfect. We continuously strive to improve our services and align with our clients' expectations.
  
  Our matchmaking team works together as a team, which is why Clients will often work with multiple Matchmakers. This is to our clients advantage as different Matchmakers know different people. Our team is informed about each client's preferences. We acknowledge this may be a challenge, as well as the miscommunication about a date, was unfortunate. We're improving our communication and coordination for a better client experience.
  
  According to your contract, our commitment was to arrange six dates over a six-month period. We are pleased to report we exceeded this commitment, arranging seven dates for you. Significantly, you have indicated that you liked and would consider seeing six of these seven individuals again, which reflects positively on the effectiveness of our service in meeting your expectations.
  
  In light of your feedback, we extended your membership by two months and provided an additional introduction above the amount originally agreed upon as a gesture of our commitment to your satisfaction. This extension is intended to provide you with additional opportunities to experience our service's benefits.
  
  Our primary focus is on your satisfaction and addressing your concerns effectively. We're keen to ensure that your overall experience with **** meets your expectations. Your insights are invaluable in helping us improve our services. We invite you to contact us directly to continue this conversation or to set up a meeting at your convenience.

  Customer response

  12/18/2023

  I am rejecting this response because via telephone and in writing **** refuses to address the fact that the company misrepresented me in order to facilitate the six dates that they were contractually obligated to fulfill. The feedback form that they ask you to complete after a date is misleading and does not/should not imply that they are doing their job well, though they consistently use this as a reference point to mark their success. 

  
  

  

  Business response

  12/19/2023

  Dear *********,
  
  We appreciate your communication through the Better Business Bureau and would like to address your concerns.
  
  At our core, we are committed to delivering high-quality matchmaking services. We constantly strive to enhance these services to meet the diverse expectations of our clients.
  
  In recognition of your preferences and to enhance your experience, we assigned you to work with a VIP matchmaker. This decision was made to ensure a more tailored approach in your matchmaking journey with us.
  
  The feedback forms are an essential part of our process, designed to collect insights and improve our services. We continually ensure that these tools are effectively used to enhance our matchmaking process.
  
  Effective and open communication with our clients is vital. Our team is always available to provide support and ensure a positive experience for all our clients.
  
  Our primary goal is to offer services that cater to the specific needs of our clients. We are dedicated to maintaining high standards and continually improving our services to meet these goals.
  
  We value your engagement with our services and are dedicated to providing a premium matchmaking experience.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an initial zoom call with a sales woman by the name *******. She told me the top match making package for optimal success was their Platinum which costs a whopping $35,000. She told me they have a 83% success rate of finding love! She then said, however for an additional $15,000 she would be my VIP matchmaker! So I learned that the 83% success rate is not really the truth. They include members who have left **** and got into relationships afterwards, taking credit for the coaching that they provided. ******* also said I would receive unlimited matches. Again not true and misleading. I would only receive 6 introductions. She said I would receive dating coaching, style coaching and professional photo shoot. As it turns out all of these coaches are outside contractors who are told we are leads to sell coaching packages to! The sales woman ******* made all kinds of statements on our initial zoom call like , "I have so many matches for you, you're a unicorn, what is love worth to you? After describing my perfect match she said, oh I have several ladies that you would love! I never received even one of those so called matches she described on the zoom. She said, we will also work with you after you contract expires if you don't find a match" and so much more. So ******* told me for an additional $15,000 she would be my VIP matchmaker and she was worth it because she sees every person coming through the system and would funnel them to me. Within 2 weeks she literally disappeared, wouldn't call me back or respond at all. I immediately asked for a refund and got a call from ****** who told me there is no refunds. I was extremely upset and told her I was mislead. I sited all the reasons and she directed me to the contract I signed. I told her that I was lied to by ******* because she told me a different package than what I am receiving and that its deceptive. I have requested a refund multiple times and they refuse to give me my money back. I was deceived

  

  Business response

  08/21/2023

  I am sorry you did not have a love connection.Regarding our outside contractors we work as a team and our stylist and photographers are professional in the industry. We actually do not have a 83% success rate its 85% success rate. When we discuss potential matches we cannot guarantee they are available or if interested in meeting you, this is a two way street . ******* was correct after your membership expires we do keep you in our database  as a passive client and continue to match you when we have potential matches. 

  Customer response

  08/21/2023

   I am rejecting this response because:

  none of my complaints were addressed 
  

  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I brought up this subject of me having a small social circle over Zoom even before I signed the contract and made the payment. I was told over Zoom that this was not an issue since it is typical for peoples social circle to shrink if they remain unmarried for longer than typical.When I brought this up by email later, I get this response:"Take a deep breath, we have you and will make sure you are meeting quality women!! Call me if you need to chat!!"The answer I was expecting by email was: "No, having a small social circle is not an issue".The first woman I was matched with had a religious denomination that I had specifically mentioned to avoid in writing. If LUMA cannot even screen for religious denomination, I have ZERO confidence that I will be meeting "quality women".I want a prorated refund. My 6-month service started on June 1, 2022.

  

  Business response

  06/28/2022

  This has been resolved. ********************* agreed to continue with his 6 month membership. Agreement made on 6/27/22 6:16 pm see below

   

  Hi *******,
  
  I have informed BBB that we have reached a mutually acceptable resolution and I intend to use the service to the end of the 6-month term.
  
  I have written a 5 star Yelp review here: https://www.yelp.com/biz/luma-luxury-matchmaking-***********
  
  Unfortunately, BBB complaints cannot be changed, edited or deleted once it has been submitted. Please refer to https://www.bbb.org/process-of-complaints-and-reviews/complaints
  
  Thanks,
  
  ****
  
  

  Customer response

  06/28/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩