Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:16/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have joined Personal Touch in August 2024. The owner, *** ****** was in business for 40 years and had good reviews. I paid $2500+GST for 10 matches and so far accepted 4 ********** April, 2025 *** sold her business. This is very personalized service and a new owner is a younger lady married with 3 kids and no experience in matchmaking. I was concerned that she wont be able to bring new clients of my age. I also received a new contract stating: Matchmaking will resume only after this agreement is signed and submitted with concerning wording: Members agree not to post negative or defamatory reviews or content about Personal Touch, its staff, or services on any platform. Concerns must be directed privately to the business owner. Breaches may result in legal action and immediate termination basically threatening that if you leave negative review, your membership gets cancelled. I brought my concerns to new owner and asked for prorated refund. She said that she has 4 potential matches for me, only to tell me a week later that she cannot get hold of any of them. Week after she proposed a match that was completely off my criteria, no other matches since then (a month ago). When I asked for prorated refund again, Ive got the following reply: I talked to *** and she has reiterated there will be no refund provided. If you choose to write a negative ****** review or complaint on any platform, your membership will be terminated as you have agreed to that in signing as well. I did not sign new agreement, and I does not feel right that person who is in charge to introduce you to your potential life partner threatens you so I would like to get prorated refund.

  

  Business Response

  Date: 17/06/2025

  Ive taken time to review your file and reflect on your feedback. Your membershippurchased in August 2024 under the previous ownerwas part of a long-standing, reputable service. When I took over, I made it a priority to honour all existing agreements and reached out to members for updated consultations and profile reviews.
  You have received 4 matches to dateone of which resulted in a relationship that lasted around 6 months. While I know that relationship ultimately didnt lead to long-term commitment, a six-month match is significant and falls within the scope of meaningful, intentional connections that this service aims to provide.
  The revised agreement introduced during the transition clarified communication protocols and expectations under new ownership. While signing was encouraged, it was not required to continue receiving matches. The review clause was never intended to be threatening, but to encourage open, direct communicationsimilar to policies used by other service-based businesses.
  In April, I prioritized your file (by request) and reviewed 4 potential matches. Unfortunately, they didn't work out for various reasons. Matchmaking is a human processand not all factors can be controlled.
  Regarding a prorated refund: I consulted with the previous owner (for a second time regarding this issue) and she reiterated what she stated and you signed during your original enrollment: memberships are non-refundable after your first match. 
  

  Customer Answer

  Date: 19/06/2025

   
  Complaint: 23472063
  
  I am rejecting this response because: Main reason of requesting prorated refund is the new owner.  I would not choose this person as my matchmaker if I was a new customer and I was not provided with the option to opt-out and get partial refund when ownership transition happened.
  To address the reply from the business.
  1.     There is no concern related to the contract I have signed with the original owner. She was fulfilling her obligations and provided matches in the timely manner and if she continued the ownership there would be is no reason to file the compliant or request partial refund.
  2.     There is no clause 6 month relationship is considered as the fulfilment of the contract in the contract I have sighed.  The contract states that Personal Touch will provide 12 matches (10 plus 2 free if signed up to the newsletter which I did) unless client marry or  live common-law.
  3.     The new owner IS forcing to sign new contract. The exact wording is :  I have a new Matchmaking Membership Agreement (now operating under Olivetti Holdings Inc.) which I need you to review and sign to remain an active client."  For me this means that if I do not sign new contract I won't be active client and therefore get no matches. "
  4.     Review clause from new contract that I did not sign is quoted in my initial message. It clearly states that if members leave negative comments their contract may get terminated (please see attached). I believe that customer aways has a right to leave factual and honest review, good or bad, and it is up to business to provide good services to receive positive review. In the email I was directly told "if you choose to write a negative ****** review or complaint on any platform, your membership will be terminated as you have agreed to that in signing as well. 

  Please see attached email correspondence with the new owner in regards point 3 (April 25) and 4 (June 5).
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 25/06/2025

  I want to emphasize that I have and have always had every intention of honouring the original agreement you signed with *** , including the delivery of 12 matches as promised under that contract. Your membership remains active, and Im committed to continuing your matchmaking service unless you request otherwise.
  
  To clarify a few specific points you raised:

  Change of Ownership
  While the business has changed hands, the original agreement has not been voided. Continued service is being provided under the existing terms and no additional fees have been requested. I did introduce an updated Agreement to reflect new business practices, including improved communication methods and safety guidelines. However, you were not and are not required to sign it to receive the remaining matches in your original contract.

  Match and Relationship History
  While I understand that the agreement doesnt specify a duration for matches, its important to acknowledge that this type of connection reflects the intended purpose of the service.

  Language in the Updated Agreement
  The clause you referenced was never intended as a threat. It is standard in many service contracts to encourage direct resolution of concerns before turning to public forums. That said, I understand how the wording may have been perceived, and I will ensure future replies  better reflects a tone of professionalism and openness.
  

  Regarding the Refund Request
  As confirmed with the previous owner, and as per longstanding policy, refunds are not issued once matches have begun. This remains consistent across all clients and was shared at the time of your enrolment.

  
  

  Customer Answer

  Date: 03/07/2025

  Hello, 
  I think I have reached a moot point with the new business owner. Her replies contradict her initial communication and I simply do not trust her to be my matchmaker. This leads to my initial request to provide prorated refund which new business owners refuses to do.

  Can I please ask  BBB help to mediate this compliant?

  Thank you, *******

• Initial Complaint

  Date:28/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased matchmaker services from someone who was ** years in the industry and had a stellar reputation. Purchased 10 matches. Business got sold to someone new after I had one match. Was unsure about continuing with new matchmaker as I'd signed up for someone with a wealth of experience and established reputation. Decided to give new matchmaker a chance. Met with them and it went well seemed helpful. Turned down two poor matches. Third match seems acceptable. But does not seem as though there are many options as I've had to turn down my first two. I've asked if we could discuss a pro rated refund due to this if next match doesn't go well. Being told that refunding is not an option. This does not seem acceptable for a BBB accredited organization. This is not the matchmaker I initially signed up to work with, just someone who bought the name.

  Customer Answer

  Date: 06/06/2025

  Hello I've attached some correspondance from this business. I do not appreciate being bullied. I also would expect this sort of behavior is something the BBB frowns upon.

  

  Business Response

  Date: 15/06/2025

  We understand the client's concerns following the transition in ownership; however, its important to note that they signed a contract explicitly stating that no refunds would be issued after the first match. Since meeting with the new owner, several matches have been offered, with some declined based on preferenceswhich is a normal part of the matchmaking processthis is part of the personalized journey and not a reflection of lack of effort or options. While we appreciate their feedback, we continue to operate in good faith and in line with the agreed-upon terms. We remain committed to delivering a professional and personalized service experience.

   

  Customer Answer

  Date: 16/06/2025

   
  Complaint: ********
  
  I am rejecting this response because: this is a different set up with an entirely different matchmaker. There has been no good faith attempts to address any of my concerns. I signed up with a matchmaker with 40+ years experience. I have been put into a bait and switch situation with an entirely different matchmaker. A different matchmaker who doesn't have the basic compassion required to do this job. I tried going into this with an open mind and giving her a chance. But based on my interactions I have zero faith in her abilities. I believe I am entitled to a refund as the entire company has changed as this works as a one on one matchmaker.

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 17/06/2025

  Here is ***** signed membership agreement 

  Customer Answer

  Date: 18/06/2025

  Does this mean there will be no mediation? Does the business keep their A+ rating? I thought BBB was supposed to help consumers. I would never have given this much money to a company without the peace of mind of BBB.