Total Amount in Dispute:
$6,073.00
Total Amount Settled:
$0.00
Complaint Experience
0%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Some complainants allege although they believe they have cancelled subscriptions they continue to be billed or receive emails advising them that their account has been automatically renewed. Other customers are dissatisfied with the length of time it takes to receive suitable matches or are unable to respond to matches received. In other cases some complainants found it difficult to reach the company to resolve billing disputes or obtain specific information regarding services.~~The company responds to most complaints by issuing refunds or credits and closing accounts. In other cases the company contends the auto-renewal feature is clearly described on their website as well as in the materials the customer views upon sign-up. Further clients are notified by email at least three days prior to the renewal date to allow ample time to cancel accounts. In some instances the company denied refunds citing their refund policy which indicates that clients have three days to close their account and obtain a full refund. The company contends that although they cannot guarantee all members will be suitably matched the process takes time and they work diligently at assisting their members in finding a companion.
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