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:29/03/2024

  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.

  When I initially signed up for Misty River Introductions in 2020, I was promised “lots of matches” in my area by *****, that fit the desired criteria I had discussed with her on the phone. That turned out to be not at all the case.
  
  Instead, I was matched over and over with women who did not match even the most basic of my criteria, stuff that could easily be filtered out by a dating app. But I did not pay this kind of money for a dating app. In 3.5 years, this ‘service’ has matched me with only one person who matched my basic criteria, and we turned out not to me a match personality-wise.
  
  I was misled by ***** from the start. She had to know she didn’t have matches on hand, she promised me otherwise and took my money anyway. She has done this it a great many people, from what I have read, and yet Misty River’s Trustpilot rating remains confusing high.
  
  I have also been told by clients that Misty River ******* that the company requested they not post negative reviews, as it could affect their rating! That’s not the purpose of reviews! If you read Google and Yelp reviews, they all report the same thing - ***** lies to them about available prospects, takes their money, runs out their contract and that’s it. And I got a deal - the ordinary price is $4,000 a year. How this company continues to be able to do this is unacceptable. It does not deserve its A+ *** rating.

  

  Business Response

  Date: 01/04/2024

  Hi ****,
  
  I am somewhat confused by your request.
  During your time with Misty River Introductions you were matched 54 times.
  although
  I tell everyone who joins that you can expect to be matched in an hours
  radius, you decided after joining you would only go 45 mins max.
  
  Here is your original criteria:
  
  Personality: Intense, adventurous, planner, relaxed (chill), patient
  Lifestyle:
  NS, SD, children ok as long as the father is still involved, religion
  doesn't matter as long as they don't press upon him
  Physical: 5'8"+, hair colour doesn't matter, fit athletic, not overweight
  Race:others Open (not African American) open to all
  
  After you joined, you made it clear you 
  -only open to white,
  only wanted someone who was spiritual/religious and that it had to be a big part of their life, 
  absolutely
  no one with children although I explained when you joined, this was
  going to be a challenge due to the fact you were 45 and were looking for
  someone 31-44. This age group also changed after you joined from what
  we originally agreed to.
  
  You
  were also not available during a period of your membership as you were
  dealing with health issues. Certainly  that is fine but did change the
  outcome of some good matches in Kitchener because you were only
  available to speak on the phone and not to meet.
  
  17
  of your matches were from Kitchener, Waterloo, Guelph or Cambridge. Well
  within a half hour.  A further 21 were within the hour radius.
  
  We
  did provide matches that were religious, did not want children and were
  close by. Many of these matches were declined  because you did not find
  them appealing physically. One you even declined because she was too
  tall which is confusing because you originally said you would go to 6
  feet.
  I
  am sorry you did not meet a lifetime partner through us. I hope you go
  on to find someone to share your life with. As you will notice from our
  contract and when I did your interview I am clear and up front that we
  can not guarantee success. I provide regular office hours to my clients
  when they join of when I can be reached directly. I have not heard from
  you in months.
  
  I will not be offering you a refund. I have acted in good faith and have matched you regularly.
  
  I am sorry you couldn't have reached out directly to me. 
  
  My kindest regards
  
  ***** ******
  
  

  Customer Answer

  Date: 15/04/2024

   
  Complaint: 21506330
  
  I am rejecting this response because:

   

  The response from ***** contained a number of lies. Many people have communicated in reviews that ***** routinely lies and misrepresents her company.
  
  ***** lists the criteria that I outlined at the start of our correspondence, which is accurate. 
  
  She lies when she says I changed my mind later on. She says that I changed my mind and decided I did not want to meet anyone with children. I said I did not want to meet anyone who wanted children from the beginning, but was still willing to meet women *with* children. This never changed. *Ever.* 
  
  I never changed my ethnic preference only to white. I lowered my height preference to 5'4". I changed my age preference, yes, but from ***** (my age last year), not from 31 to 44.
  
  We never had a conversation where I told ***** that I only wanted to meet women who didn't have children. This is a complete fabrication by *****.
  
  I got a single "good match" in Kitchener. I did have a period of health issues early on. I was never told that there were other good matches. I never said I was only able to speak on the phone and not to meet in person. Another complete fabrication.
  
  I never changed my mind from a one-hour radius to a 45-minute radius. Another fabrication. I was also only matched with one person, not the 40 or so that ***** claims, who were within my one hour radius who met my most basic initial criteria.
  
  ***** did send me matches who were far out of my one-hour radius. One was in ******. Another fabrication.
  
  I do not recall ***** ever matching me with someone who was *too tall*. Plenty who were short. I lowered my height requirement to 5'4", and ***** still failed to match me with all but one other person who matched the rest of my initial requirements. 
  
  So, that is two matches in the approximately three years I was in steady correspondence with Misty River out of the 3.5 years that have passed since I signed up with them.
  
  ***** is attempting to defend herself by claiming that she provided me with many matches who I did not find physically appealing, even though I was clear from the start that I was only interested in people who were athletic and kept in shape and she promised she could easily meet that requirement - and all the others. "I have lots of matches for you" was her exact quote.
  
  She says at the end that she had no heard from me in months. Well, no - because after years of Misty River failing me, it was clear they were never interested in trying to match me with someone, so why bother? 
  
  I had already talked with ***** before about what I was looking for, and I thought that communication would be sufficient, when clearly it wasn't. This is not an acceptable defense from *****.
  
  The company in general seems to be poorly run with little communication between the matchmakers over preferences.
  
  I am currently in communication with another person who contacted the BBB who was lied to repeatedly by *****. Misty River responded by threatening to SUE *********************** are many reviews online of ***** using the same lying, bullying and gaslighting tactics with others that she used on me, and that are on display in this response.
  
  Thank you for your time.
  
  ******************
  

  
  

  

  Business Response

  Date: 30/04/2024

  *******, *****'s response did not contain a number of lies and we are addressing ****'s concerns and not that of others whom **** feels he needs to team with to state his case.

  
  **** has had over 50 matches.  While he preferred matches to be within a 45 minute drive from where he lived he also opened his match criteria to include matches that were in ********, *********** and ****** on Feb. 28/22.  When he became a client, he was well aware as per our contract that we match up to an hour radius, but we'll go farther if we have particularly good matches that meet a clients particular needs.   We also are matching not only for **** but, for the lady as well so there may be someone who is interested in speaking with him who is outside of his preference and he makes the decision on whether or not to have a conversation with that person.

  **** sent us an email on October 31/22 stating he would be open to being matched up with someone who had children as long as the father was involved but on the initial intake interview, his preference was no children.  Therefore, **** should withdraw his complaint of saying that ***** lied. 

  
  Luke was open to most races and had opened his height range to include any height on June 07/22 and it was not a deal breaker.  

  
  There were many matches that were made for **** however, some of those matches declined him, or he declined them based on physicality or other reasons.  **** states that ***** promised that we could easily meet any/all of the physical attributes within his criteria.  We never promise anything with regards to a match.  We simply state that we feel we have many suitable matches whom we feel could be a good match for him.  Whether or not those matches equate to a conversation or meeting is entirely up to the person viewing the profile.

  
  **** also excused himself from the service to handle a crisis in his life for 2 months Dec. 04/21 whereby he was not available for matching.  He also stated that he was open to talking with women on the telephone upon his reinstatement but not meeting with them for the time-being. He wanted to know if that was an option.
  On Oct. 22/20 he also boasted about how impressed he was with the quality of matches that he received so far from Misty River. This leaves us questioning why he feels we have failed in providing service to him. 

  
  In closing, we have done our best to provide **** with good matches.  He needs to continue to be actively engaged with our service and not just decide to not call in for a match.

  
  We are willing to continue to match **** as per our contract, but we are not going to be extorted into giving a refund when we have given good service and acted in good faith according to the terms of our contract.
  

  
  

  Customer Answer

  Date: 13/05/2024

   
  Complaint: 21506330
  
  I am rejecting this response because:

   

  I would like to end my complaint by saying I do not accept Misty Rivers excuses for its terrible business service. Thank you.
  
  
  Thank you.
  
  ****
  

  
  

   

• Initial Complaint

  Date:23/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a membership from Misty River Introductions. I was told there were plenty of men in my area that would be suitable, based on my profile. This more than 6 months ago and I have yet to go on any date. The men are unsuitable, nothing even close to my request or profile. I have complained many times about the quality of matches and lack there off. I know if I call and complain one more time I will hear the same excuses. I believed what I was told in good faith and I shouldn't have. They should not be selling memberships to people when they cannot provide the services that they promise.

  

  Business Response

  Date: 24/01/2024

  We have sent this client an email to address her concerns.  We look forward to working with her to get things moving in a more positive direction.

  Customer Answer

  Date: 25/01/2024

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21186116, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******** *****
  

• Initial Complaint

  Date:14/07/2023

  Type:Service or Repair 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 had a quick conversation on the phone with ***** the owner to discuss my subscription. Before signing the agreement, I changed my mind, as they had a very unprofessional approach. I did give my credit card number as I was thinking of joining but changed my mind when I deemed them unprofessional. They charged my credit for the first payment of a twelve month and refuse to reimburse. I was not informed that there was an administration fee, nor was I informed that they would charge me regardless of my going ahead or not. They acted in very bad faith and refuse to take accountability. The charge was based on the first of 12 payments for the service - $332.16. I would hope that this bad experience can be shared so that other people can protect themselves from the improper business practices that this organization adheres to. In good faith, they should have reimbursed me, or have informed me that I would be charged whether I went ahead with their services or not.

  

  Business Response

  Date: 18/07/2023

  We have reached out to this client to quickly resolve her complaint.  We are awaiting her reply.

  Kind regards,

  ***** ******