Unfortunately, this feature can’t catch all the creeps out there. eHarmony members occasionally complain of people who seem nice when they first pop up as a match, only to be revealed as monsters later. But eHarmony still leads the pack when it comes to attempting to keep out sketchy members.
Another common complaint on other dating sites is the inability to keep unwanted members out of your profile. eHarmony tackles this problem with their “blocking” feature, which lets members permanently remove a match from their list of matches, stop all communications between the member and the blocked match, and keep the blocked match from seeing the member’s communication with them.
Also, if members want to keep someone from seeing their profile or harassing them there, they can report that someone directly to eHarmony.
You never want to have to take a problem to customer service. This is especially true about most online dating services, where customer service ranges from non-existent to downright hostile. eHarmony stands out in this regard.
In our survey of all the billing related concerns that were filed with the Better Business Bureau (BBB) in the last year against eHarmony, their customer service team showed uncommon care and patience with customer billing concerns, even when the problem was due to the member’s negligence. This was the case with one complaint where the member was demanding a refund because they didn’t want to continue with the subscription that they’d already committed to. eHarmony’s customer service team replied:
“Though the consumer is ineligible for a refund per our Terms and Conditions, as a one-time courtesy, we have issued a refund of $.”
If you’ve looked at enough complaints about online dating sites and the customer service responses to those complaints, you know that this kind of patience and generosity is uncommon. And it definitely distinguishes eHarmony from the rest of the online dating world.
As with many popular online social networks, eHarmony records and keeps all the information you share on their site. Even long after you’ve closed your account with them, they still hold on to that comment you said to that one guy/girl and that photo you uploaded that you wish you hadn’t. And it’s all part of what you agree to in their terms and conditions when you sign up.
In their defense, eHarmony claims to use this information to improve their services or to contribute to studies or similar companies. They don’t typically use this information on an individual basis but gather data from a huge number of online daters to look for trends and patterns. So it’s highly unlikely that the eHarmony team is looking at that one embarrassing photo you uploaded, but it remains a point of frustration for current and former eHarmony members.
Of all complaints that former eHarmony members have, this one is by far the most common. It all comes from this one eHarmony policy:
By default, member accounts are set to renew at the end of their subscriptions, but users can turn off this feature right in their account settings whenever they want. To avoid auto-renewal, this must be done 24 hours before expiration at the latest. And this is where things get dicey.
In many BBB complaints, members claimed that they tried to disable the auto-renewal feature but were unable to. Sometimes they blamed technical issues. Other times, they blamed a lack of communication between them and customer service. And still other times, they had indeed turned off the auto-renewal feature but eHarmony had charged them anyway for another subscription.