BBB ACCREDITED BUSINESS SINCE 06/04/1999

Spark Networks, Inc. (Headquarters)

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(323) 658-3000 8383 Wilshire Blvd Suite 800, Beverly Hills, CA 90211

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Description

This company's business is providing Internet dating services.

BBB Accreditation

A BBB Accredited business since 06/04/1999.

BBB has determined that this business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business's products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business's product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised this business's rating include:

Length of time business has been operatingComplaint volume filed with BBB for business of this sizeResponse to complaint(s) filed against businessResolution of complaint(s) filed against businessBBB has sufficient background information on this business

Customer Complaints Summary Read complaint details

261 complaints closed with BBB in last 3 years | 103 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising / Sales Issues 56
Billing / Collection Issues 85
Problems with Product / Service 115
Delivery Issues 1
Guarantee / Warranty Issues 4
Total Closed Complaints 261

Additional Complaint Information

Complainants allege deceptive sales practices, unauthorized credit card charges, and difficulty cancelling services. Most customers complain they agree to a trial period, or one month of service, but continue to receive additional statements, charges to credit cards, or debits to accounts even though they had followed cancellation instructions. Customers contend they were not aware of contract renewal clauses in their agreement at the time of the sale as they believed they had agreed to a free trial or one month only. Other customers complain that site photos are not updated as agreed, no suitable referrals resulted from the listing, and that persons listed on the site do not exist, or cannot be contacted. A few complainants who signed up for a free trial allege that the company contacted them advising them that someone was interested in their profile. They were required to pay in order to initiate contact. The interested party turned out to be a company representative who was trying to organize a dating party. Some complainants allege the company fails to provide adequate disclosures on cancellation rights or procedures. Most complainants claim they are unable to contact the company to directly resolve problems or cancel services. Emails are not acknowledged. The company responds to some complaints by indicating that although it is not their policy to issue credits, as a one time courtesy they will issue a refund as requested. The company also responds to complaints offering additional services free of charge, or explaining that the terms and conditions of the automatic renewal program clearly state that memberships automatically renew unless cancelled or changed by the member prior to the renewal date. The company responds to other complaints by agreeing to remove profiles, but denying refund requests, pointing out that complainants did indeed use their services and therefore no refund is due. In some cases the company denied responsibility for the customer stating that no record could be located concerning the customer. In some cases, the company’s responses did not address the complainant’s allegations.

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Additional Information

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13110492
BBB file opened: 3/12/1999 Business started: 1/1/1997
Contact Information
Emily Varney - Manager Email Support
    Gail Laguna (Vice President of Communications)Greg Franchina (Chief Information Officer )Jennifer Chacon (Manager Human Resources)Josh Kreinberg (General Counsel and Corporate Secretary )Steve Burton (Customer Service Supervisor)
Number of Employees

15

Business Category

Dating Services

Alternate Business Names
Spark Networks, Inc.Mingle MatchFacelink.comBlackSingles.comRelationships.comChristianMingle
Industry Tips
This company uses a negative option cancellation policy when selling their services. With this selling method, products and services are sent to consumers unsolicited, and unauthorized charges appear on credit cards. Usually, materials sent with the product or service will allow a specified time period for cancellation and return without penalty or obligation. However, many overlook the advisory, and are unaware of the charge until their next monthly credit card statement. In some cases, consumers find they are unable to contact the company to arrange returns or ask for credit. Most credit card issuers will allow the cardholder 60 days to dispute an unauthorized or inaccurate charge. Review your monthly statement carefully. If you discover a charge which is unfamiliar, investigate and dispute the amount with your card issuer as soon as possible to protect yourself from making unwanted purchases.

Often, you can unknowingly join a plan simply by accepting an introductory offer of merchandise or services. Continuity plans may offer an introductory "free trial period" to let you check out the merchandise or service and decide whether to join the plan. If you keep the merchandise beyond the free trial period or fail to cancel the service within the free trial period, not only must you pay, you automatically become a plan member. Joining a continuity plan means you agree to the plan's sales method as long as you're a member. You'll automatically get periodic shipments of merchandise or delivery of services. You won't get any announcements or rejection forms before each shipment or service period. The shipments or services continue until you cancel your membership.

Sellers must give you information about the plan's terms and conditions, clearly and conspicuously, in their promotional materials. These terms may include; that you become a member if you accept the introductory merchandise or initial round of services, unless you cancel; or that periodic delivery of merchandise or services will occur - with no further action on your part; and will continue until cancellation is received. It also must disclose a description of the merchandise or services you agree to buy, say whether there's a minimum purchase, and how often you'll receive the products or services. An explanation of the plan's billing procedure for each shipment or period of service must also be provided, as well as the terms of the plan's refund or return policy; how and when you can cancel.