As a paying member, you are subjected to scams

Greetings,

My name is Matt and I'm the Relationship Manager with Roommates.com. This complaint was recently brought to my attention and I would like to address the claims made by the complainant.

I would first like to apologize for the poor experience the complainant had with our service. Roommates.com strives to provide the best roommate matching service to our members, and when we hear that a member has not been satisfied by what we provide, it is our desire to right that wrong and deliver a solution to the problem at hand.

Although my response is taking place some time after the complaint was written, and it's possible the member is no longer using the site, I would like the complainant to know that Roommates.com would still like to assist by investigating the scammers that are referenced in this complaint, if that information is still available. I would also like to investigate the claim that a refund request was denied by our Customer Service Department. Roommates.com will not deny a refund to a member that deserves one, especially when it comes to scams.

In regards to scams and Roommates.com, please understand that we are not sitting idly by while scammers do whatever they want on our website. We work daily to keep scammers off of our site, and have many operations running on the back end that keep a large majority of the scammers from even getting on our site. Unfortunately, because many scammers try extra hard to appear as legitimate as possible, some make it onto our site without being caught. But once they become active on the site, it's just a matter of time before they are discovered to be a scam and are subsequently removed.

Concerning the matter of non-paying members not being able to view profiles or read emails, that statement is not entirely correct. Non paying members are able to view profiles, however certain features of profiles are only available to paying members. Non paying members can receive messages from other members, but an upgrade is necessary to read the messages in their Inbox. While some people may think this is unfair, it is simply how our site is set up and we do not hide these facts or try to confuse people when it comes to understanding what is available for free. If a potential member has a question about how our website works, or how it works to be a paying member vs. a non-paying member, they are always welcome to contact Roommates.com and we will be happy to answer any and all questions they may have.

In regards to the topic of sending us an email, and receiving a poor response, I am very sorry if our Customer Service Department has sent out messages that may have appeared rude. It is our goal to write quality emails to anyone who sends us a question, so if a message has been sent out that appears rude or discourteous in any way, I would like to know about this so the situation can be researched and rectified. I understand that sometimes miscommunication can take place between two parties during an email exchange, but an outright rude reply is never an option.

I again would like to reiterate that it is unfortunate that the complainant had such a bad experience with Roommates.com, but if they would like to contact us at [email protected] to discuss the details of their complaint, I would be more than happy to assist the complainant in any way possible.

Thank you very much for your time,

Matt
Roommates.com Relationship Manager
http://www.Roommates.com