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Care.com, Inc.

Phone: (877) 227-3115 201 Jones Rd Ste 5, Waltham, MA 02451 http://www.care.com

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Description

Care.com, Inc. is an online community of parents, friends and family members which provides information and referrals for care services for children, pets and elderly family members. They provide background checks, Mom-reviewed profiles and video interviews. Referral services include: child care, senior care, pet care and tutoring.

Care.com offers this information on:  How to Avoid Babysitting Scams.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Care.com, Inc. 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' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

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

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • BBB does not have sufficient information to issue a rating on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

402 complaints closed with BBB in last 3 years | 198 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 73
Billing/Collection Issues 220
Delivery Issues 7
Guarantee/Warranty Issues 0
Problems with Product/Service 102
Total Closed Complaints 402

Customer Reviews Summary Read customer reviews

665 Customer Reviews on Care.com, Inc.
Customer Experience Total Customer Reviews
Positive Experience 455
Neutral Experience 11
Negative Experience 199
Total Customer Reviews 665

Additional Information

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BBB file opened: October 31, 2007 Business started: 09/01/2006 in MA Business incorporated: 10/27/2006 in DE
Type of Entity

Corporation

Business Management
Ms. Janice Catalano, Member Care Senior Lead
Contact Information
Principal: Ms. Janice Catalano, Member Care Senior Lead
Number of Employees

200

Business Category

SITTING SERVICES PET SITTING PET DAYCARE CHILD CARE CONSULTANTS FAMILY SERVICES SENIOR CITIZENS SERVICE ORGANIZATION TUTORING Employment Placement Agencies (NAICS: 561311)

Alternate Business Names
Care.com
Industry Tips

Care.com and Scams: How to Avoid Babysitting Scams

Industry Tips
Au Pair Services Au Pair Services - 5 Tips - Video Babysitting and Day Care Services Finding a Reliable Babysitter or Caregiver - 5 Tips - Video Hiring a Tutor Hiring a Tutor - 5 Tips - Video Hiring an Au Pair Service - 5 Tips - Video

Customer Review Rating plus BBB Rating Summary

Care.com, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of NR.

BBB Customer Review Rating plus BBB Rating Overview

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Complaint Detail(s)

8/30/2014 Billing/Collection Issues
8/25/2014 Billing/Collection Issues
8/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I requested a background check on myself from Care.com, the payment for the background check has been billed to my account. I received an e-mail stating that the background check was completed, but I have not received the my background check report.

Business Response: I do apologize for any confusion regarding Ms. ******** account. Ms. ******** Care.com account has been removed, and she is no longer eligible to be a member of Care.com. Pursuant to Care.com policy, we reserve the right to remove an account for any reason or no reason, with or without notice. Additionally, we would not disclose the specific reason as to why an account has been removed. When Ms. ******** Care.com account was terminated, we did refund the $12 charge of the background check that she had purchased on herself. I have included this refund transaction here for Ms. ******** records.

******************     08/11/2014 04:37:17     CREDIT ********     ($12.00)     Approved

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In what was no doubt a minor miscommunication, Care.com cancelled my membership and banned me from services for with no reason given. As an upstanding, and upright citizen, this was disappointing and frustrating as my membership was cancelled before I could contact the nannies that I interviewed to tell them if they had gotten the job or not. I felt that their decision was harsh, unwarranted, heavy handed, and that I deserve an explanation.

Desired Settlement: I just want to know what mistake I may or may not have made so that it doesn't happen in the future, and an opportunity to find the truth.

Business Response: Pursuant to the Care.com policy, Care.com reserves the right to remove an account for any reason or no reason with or without notice. Mr. Holloway's account has been removed, and he is no longer eligible to be a member of Care.com. When we terminate an account, we are not required to disclose the specific reasons as to why the account was removed. I would encourage Mr. ******** to refer to the Care.com Terms of Use for more information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am disabled and set up an account on Care.com to advertise for a new caregiver approximately mid February 2014. I was aware of the policies and made certain to discontinue my membership after 1 month as I had when previously using this web site. I came down with Heart Failure at the end of March and have been dealing with numerous medical problems that has kept me from looking more closely at my credit card statements. As I began to catch up on household paperwork I discovered Care.com had continued to bill me $39.00 every month. Called the company directly and they only refunded me for the most current month even though their own records indicated I stopped using the service on 3/11/14. I am seeking a refund of all charges made by Care.com in March, April, May, and June of this year in the amount of $156.00. The charges made on February 11th only are correct.

Desired Settlement: Refund in the amount of $156.00

Business Response: ************* *******I do apologize for Mr. ********* experience with the site. While Care.com subscriptions do automatically renew until cancelled, and we do have a strict refund policy, I have reviewed the account and have made an exception to this policy given Mr. ********* circumstances and experience. I am sincerely sorry for any inconvenience this may have caused Mr. *******. I have issued a refund on all charges to Mr. ********* card, and these credits will be reflected to Mr. ********* account in 3-5 business days. I have included the transactions here as well for Mr. ********* records. Should Mr. ******* have any further questions, I would encourage him to reach out to us and we would be happy to help in any way we can.

******************     08/19/2014 05:53:14     CREDIT     ****8896     ($39.00)     Approved
******************     08/19/2014 05:53:09     CREDIT     ****8896     ($39.00)     Approved
******************     08/19/2014 05:53:05     CREDIT     ****8896     ($39.00)     Approved
******************     08/19/2014 05:53:01     CREDIT     ****8896     ($39.00)     Approved

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #10180439. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

David Gilbert

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a one month "membership" to care.com. On a month after I signed up, I received a notification from my bank that funds had been withdrawn by care.com. That was today. The charge is still pending at my bank. When I went to care.com to try to contact them to resolve the issue and tell them I do not wish to use the next 30 days of their service, they had NO email address, NO contact us forum, NO phone number. Since today was the day the membership auto-renewed against my wishes, it should have been that easy to reverse the charges. Instead, I had to go to my bank to file a dispute. I was able to "downgrade" my account which means I cancelled the membership I didn't even want to have. I now have another 30 days of their service that I don't want or need and once my account clears, I have paid for. The automatic renewal is a shady business practice and was very unclear to me, the customer. And on top of that, the inability to contact them directly in any way adds to the shadiness.

Desired Settlement: I want them to reverse the $39.00 debit and give me my money back.

Business Response: We apologize to Ms. ******* if she was not aware of our Autorenewal policy. As was stated on the upgrade page when Ms. ******* had selected her subscription, all of our subscriptions do automatically renew until cancelled. Care.com does have a strict refund policy per our Terms of Use. I have reviewed the account and see that Ms. ******* is eligible for a refund on the renewal charge on her account of $39, and have issued this refund and cancelled her subscription immediately so she will not be charged again in the future. This refund may take 3-5 business days to reflect back to Ms. *******' account.
I additionally apologize if Ms. ******* was unable to find our contact information. This information is located in the "Help" section of the website. I sincerely hope this helps, and would encourage Ms. ******* to contact us at any point in the future for any further assistance or clarification with her account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/12/2014 Advertising/Sales Issues
8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First issue: I signed up at care.com in June 2014 to search for babysitter candidates for our children. I visited the website and joined in order to post a job and be able to communicate with candidates. When I signed up, I was asked whether I wanted a "ONE MONTH", "THREE MONTHS" or "12 MONTHS" membership subscription. Each of these "subscriptions" had a different price, the more months you chose, the cheaper the per month rate. I was only looking for one sitter in a rush so I chose the "ONE MONTH" option for $39. Having now been charged for two months of service, I now realize that regardless of the up front choice, the company automatically charges the credit card used on the original file. It seems a little deceiving to call something a "one month" subscription but then automatically charge every month after. I now see online that many other users were surprised by this. I just think the "fine print" needs to be more clear up front and calling it a "one month" subscription is not accurate. The second issue and the one that is most important is that the company claims that I upgraded my membership to a $59/Premium membership. I have a charge on my CC for $39 and a $59 charge on the same day. I would've known if I had upgraded on the same day that I signed up for the service. I did not do this upgrade they claim and have asked them for a refund. They denied me a refund stating their no refund policy. I am now disputing the charge with my CC company. I still have not found the web page on their site detailing the different membership costs and their policies. They make it so hard for people to know what they are purchasing and then use their "policy" as an excuse to not solve billing disputes. Given that I was charged $39 for my "automatically renewed" membership on the 2nd month, that should be evidence that I chose the basic membership subscription and not the $59 "Premium" they claim.

Desired Settlement: $59 refund to my CC and changes to their website so potential members can clearly see the membership types/cots and charges they may incur by using their site (in a table format listing every option and "fine print").

Business Response: I do apologize for any confusion Ms. ******* had when she enrolled with Care.com. All Care.com subscriptions automatically renew until cancelled, as was stated on the upgrade page when Ms. ******* had initially selected her subscription for $39/month. At this time, she had also purchased a credit for a Background Check which cost $59 that she could use at any point in the future. Ms. *******'s subscription renewed for a second charge of $39 for a second month. Upon reviewing Ms. *******'s subscription, I was able to refund the renewal charge of $39 that went through on 7/29/2014 and cancelled her subscription immediately. Additionally, I have refunded the $59 charge and removed the Background Check credit from file on Ms. *******'s account. If Ms. ******* wants to purchase a background check at any point in the future, she can always do that directly from the caregiver's account. The refunds may take 3-5 business days to reflect back to Ms. *******'s bank statements. I do again apologize for any confusion, and I hope this helps to clarify the billing on Ms. *******'s account. Should Ms. ******* have any further questions, I would encourage her to reach out to us at any point in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Billing/Collection Issues
8/5/2014 Billing/Collection Issues
8/2/2014 Billing/Collection Issues
7/31/2014 Problems with Product/Service
7/29/2014 Billing/Collection Issues
7/29/2014 Problems with Product/Service
7/29/2014 Billing/Collection Issues
7/29/2014 Billing/Collection Issues
7/29/2014 Advertising/Sales Issues
7/29/2014 Billing/Collection Issues
7/25/2014 Problems with Product/Service
7/25/2014 Billing/Collection Issues
7/24/2014 Advertising/Sales Issues
7/23/2014 Billing/Collection Issues
7/23/2014 Problems with Product/Service
7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a "3 month" trial. I was pleased with the product offer and feel the three months of membership was worth the price. Unfortunately, Care.com has adopted the all too familiar scam of "auto-renew" memberships. They sell multiple lengths of trial subscriptions, 1 month, 3 months, 6 months, but they are really all the same: An ongoing membership that requires you to stop the charges or they will continue to withdraw from your bank account in perpetuity. I have contacted them twice directly before this and then they use this further tactic--- assign you the blame when you fail to notice the fine print and complain. I understand why these tactics seems so seductive. In the short run it is great for the bottom line. Thousands of people paying monthly fees, unaware that they have been infected with a financial parasite. This business model only works for so long before trust is eroded and the public at large understands what is going on. It really is too bad because their core business of connecting care givers with people who need such a service is a great one. They do a nice job of presenting quality candidates to families. If not for this money grab, I would recommend them to my friends. Sadly, because of this I have spoken to 20 young women physicians in my training program and warned them of the trap hiding behind the smiling face of Care.com. I am seeking a refund of the ongoing charges, but am certainly willing to pay for the 3 months of membership that I intended to sign up for.

Desired Settlement: I would like 2 things: 1. A refund of all ongoing charges beyond the 3 month trial period I signed up for. 2. A change of care.com's business practices to either a.) Stop the auto-renewal of "trial memberships" or b.) at the very least (as Ooma phone service did for me which has the same auto renew for its premium service) notify the customer near the end of the "trial membership" that they must take action or continue. The very fact that they do not reach out to their customer tells me that they are counting on the customer to not notice what is happening.

Business Response: Please see attached document.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2014 Billing/Collection Issues
7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was sent an email through my gmail account and within the messages section on the Care.com website itself requesting a background check. The background check was requested by a potential employer before going further with the hiring process. In both messages it stated I would not be charged for the services. I tried going through both ways and both asked for my credit card account information. I tried multiple times and received the same request so I put in the information with the knowledge it said I would not be charged. I have since been charged $79.00 for the background check. This is money that I did not have available in my bank account. I would not have put in my information if it wasn't for the two messages stating I would not be charged. When requested for the $9.00 background check I wasn't prompted for any credit card information only the much larger amount request.

Desired Settlement: I would only like to see the $79.00 returned to my account. I am not asking for any of the overdraft fees which I am sure to see posted to my account because it put me into the negative.

Business Response: I do apologize for Ms. ****'s experience, and any confusion regarding the process of our Background Checks. After reviewing her case and her account, I do understand that there could have been some confusion with this process, and as a result have refunded the $79 for the background check that Ms. **** was charged. This refund was processed today, and will be reflected back to Ms. ****'s bank account in 3-5 business days. I have also included the refund transaction here for Ms. ****'s records. Any time a member requests a background check on another member, only the person who initially requested it should be charged. Should Ms. **** have any further issues with this, or questions with her account in general, I would encourage her to reach out to us.

****************** 07/14/2014 09:43:51 CREDIT ****3816 ($79.00) Approved

Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Billing/Collection Issues
7/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $39 for a monthly subscription I never signed up for. I was able to cancel and stop further billings, but I would like my $39 back.

Desired Settlement: Refund of $39

Business Response: I have reviewed Ms. *********'s account and see that she was charged $39 for a renewal of her Care.com subscription. As stated on the upgrade page, attached here, that Ms. ********* had seen when she selected her subscription length, all Care.com subscriptions automatically renew until cancelled. Per the Care.com Terms of Use we will refund charges if the request is made within 30 days of the charge, and there has been no premium usage on the account since the renewal. I do see that Ms. ********* had submitted a request for the charge to be refunded on 6/22/2014, and have gone ahead and refunded that charge for her, and cancelled her subscription immediately so there will be no further charges on her account going forward. The refund, while processed today, may take 3-5 business days to reflect in Ms. *********'s bank statements, and I have included a copy of her refund transaction here for her records. I would encourage Ms. ********* to reach out to us in the future at any time should she have any further questions regarding her Care.com account. ******************  06/25/2014  12:06:52  CREDIT  ********  ($39.00)  Approved

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I joined care.com for a year and didn't approve them to auto renew my account. They charged my account anyway and would only agree to refund the last fee. I agreed to paying the first two but not the last four. They didn't notify me of the charges to my account. They could tell I haven't used my account in over a year and still wouldn't help me.

Desired Settlement: I would like them to refund the other 315 dollars for a service I never agreed to pay for.

Business Response: Please see attached document.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Care.com offers 1, 3, 6 month pricing. When one purchases a one month subscription, the unseen verbiage states that the card will continue to charge the one month price until the subscription is cancelled. Ethical advertising? I purchased a "one month" subscription and have been charged for the past 4 months. I attempted to downgrade last month and did not receive an email confirming. I was charged again this month and when I attempted to cancel, the web-site allowed me to downgrade ONLY, and then sent an email response that my downgrade would take effect in one month (which will be another billing cycle and another month's charge). I sent an email requesting an immediate cancellation and received a response that they would get back to me in 24 hours. If you try to remove your credit/debit card from their site, it will only allow the input of a new card, not to edit or remove the existing, giving the consumer NO WAY to cancel without being billed for another month at a minimum. Further, their web-site offers no means of contact by the consumer, which is questionable as well. There are hundreds of similar complaints to the BBB, all of which seem to have been offered a solution of one month free or an explanation of their policy. The BBB then marks it as a solution offered. Clearly the BBB can see the consistency in the complaints and that the solution offered is laughable at best. Please BBB, see the light on this one and at a minimum downgrade their rating from A+!

Desired Settlement: Immediate cancellation of account and refund of one month's charges.

Business Response: Please see attached document.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is actually a complaint that falls into 2 categories: bait & switch, as well as customer service failed to provide assistance. When I looked for the somewhat buried information about background checks on Care.com's website (http://www.care.com/help-for-families-p1380-q222342.html#backgroundChecks and http://www.care.com/help-for-families-p1380-q222342.html#backgroundChecks) prior to subscribing, there was plenty of information on the different types of background checks you could request, but there was nothing about the fact that anything beyond a preliminary check was not included in the subscription price. *Please note that I downloaded and saved copies of those two webpages as they appeared when I viewed them, which I can produce with timestamp, just in case care.com decides to change any of the wording after I have registered this complaint. The fact is, I should not have even had to search the help files to find information about the background checks at all; this information should have been presented up front on the "how it works" page, for example. I found out after I signed up and attempted to use the background check services that not only did it require an additional fee to run any other kind of background check, it required a fee of $300 each to run the most thorough background check, known as the "premier" check. The other two types of checks were cheaper but still cost more than what it costs even to subscribe to care.com for one or three months, respectively. Needless to say, I was more than a little annoyed at the lack of disclosure about these additional fees. Attempting to make the best of it, I went ahead and ordered a few of the preliminary background checks on people we might have considered hiring. The check on one of the people we were more seriously considering came back missing sex offender registry information. When I notified care.com of this issue, they reiterated excuses about different states and counties providing varying types of information in these background checks. I explained repeatedly that the person in question was located in the same area (same state, same county) as other people for whom I received a complete background check, including the information missing from this one person's report. At one point, I was sent on a wild goose chase, being told I needed to contact the third party company which runs these checks on behalf of care.com. That call proved frustratingly fruitless as the representative there refused to give me any information whatsoever. I was unpleasantly amazed that care.com would advise me to contact a company whose policy it is not to give out any such information. They should have been aware of this policy, and they should be able to provide customers with an adequate explanation when something goes wrong on their site. In the end, the only answer they could give me was that they had no answer for me. As a result of not being able to obtain a complete background check on this person, we could not proceed with hiring her and I wasted much time, energy and money to end up still without a caregiver for my daughter. In short, I believe that I was duped regarding the additional exorbitant fees for background check services which should have been but were not fully disclosed prior to payment, and that I have not received adequate assistance in obtaining even the minimal services that are supposed to be included with the original membership fee.

Desired Settlement: At the time that I subscribed, I used a coupon/discount offer and paid a total of $110.15 (includes tax) for the yearly membership. The price for one month with that same offer, including tax, would have been $27.54. I have used care.com with frustration and to no avail for under one month, but am willing to concede payment for a one month membership. Therefore, I am asking the difference between the monthly price and the yearly price, which is $82.61, be credited back to my card.

Business Response: We do apologize if Ms. ****** was unaware of the background check process that we have on Care.com. With a premium subscription, we offer unlimited preliminary verification checks for members to run on any other members of the site. If viewing our Help page, you will see that it clearly states a premium membership comes with the ability to run preliminary verification checks, and it is never stated that you would have access to more comprehensive checks as well. The more comprehensive background checks are additional costs, because they inherently are cover more information and cost more to run. All information about our background checks can be found in the Safety Center, on the Help page of the site, and by clicking on the "Background Checks" section of a home page. I have also attached here the screen that comes up when going to purchase one of the more comprehensive background checks, where it clearly states the pricing and what is included in each one of these checks.
I would encourage Ms. ****** to review all of these sections of the site should she have any further questions regarding background checks and the options that we offer. What is included in each background check does vary based on each person's state and county, and I would further encourage Ms. ****** to view this complete list, which can be found in the Safety section of the site, for information on what specifically will be included in each of the preliminary verification checks that she can run with her Premium membership for free.
As Ms. ****** requested, I have reviewed her case and was able to refund the difference between the monthly and yearly subscriptions that she had purchased. This refund may take 3-5 business days to reflect back to Ms. ******'s bank account. I again apologize for her experience, and would encourage Ms. ****** to review our full Terms of Use for any further questions regarding our Background Checks and any questions she has about them. Should she have any further questions, she can contact our Member Care department by phone M-F, or by email.

******************     06/24/2014 05:12:54     CREDIT     ********     ($82.61)     Approved
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Consumer Response: I have reviewed the response submitted by the business.  Although it does not adequately address the issues I mentioned in complaint #********, I have no interest in continuing to argue the semantics. They have offered the refund I requested and I am satisfied with that.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 4th, 2014 I changed my password on the care.com site because I could not remember it. Then I proceeded to "downgrade" my account so that I would not be charged $79 for a membership on June 20th, 2014 that I would not be using. I was at work, using my ******* phone around 6 pm. My boyfriend decided to leave his job and stay home with the kids so that I could work. We are on a tight budget, sometimes too tight that was why I downgraded more than 2 weeks before it was set to renew, I could not afford to spare the money as we need car repairs and groceries. I have contacted the company and they are "researching" this after having to contact them a 2nd time and said it can take up to two weeks. I do not have two weeks, I need my money back now. They were not authorized to take it in the first place. I am also filing a complaint with my bank.

Desired Settlement: I need my money refunded immediately. This is financially harming my family. I will be forced to hold off on getting groceries for the house and we are running low on everything at this time. Also I would like my account closed completely and all emails after this is settled to stop completely. Thank you in advance.

Business Response: I do apologize for Ms. ******'s experience with the site. I did review her account, and there was no cancellation or request to cancel prior to when she had originally contacted us on 6/21/2014. At that time, the representative she emailed with explained that her case was going to be submitted to our billing team to review for a refund. I apologize for an delay, but this is the process that we have regarding refunds on our accounts. I have been able to review her case further and issue her a refund of the $79 renewal charge on her account. This charge, while processed, may take 3-5 business days to reflect back into Ms. ******'s bank. Additionally, as Ms. ****** requested I have closed her account completely and she will no longer receive emails or have an account with Care.com. I again apologize for Ms. ******'s experience, and would encourage her to reach out to us by phone or email should she have any further questions regarding her account or the Care.com service.

819977535069880828     06/25/2014 12:46:43     CREDIT      ********     ($79.00)      Approved

Consumer Response: Kathlyn ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see attachement

Desired Settlement: Unspecified

Business Response: Please see attached document.

Consumer Response:

 

I want to answer that I made sure before I paid that I was only paying the 29.60 because I noticed it was virtually impossible to cancel once one signed up - or at least prohibitively inconvenient.
 
I tend to be very careful about such things because I am an artist and have to be very precise with my budget - I can name other businesses that I made the same agreement with - but none of them made it so difficult to cancel and all of them kept their word not to charge me past the initial payment.
 
 
Regards,

 

*** ***********

 

 

Business Response: We want to acknowledge that the member Ms. *********** claims
to have not understood the Care.com subscription when she enrolled and feels
deceived by her experience with Care.com.

As was previously explained, it is the responsibility of the
member to cancel their subscription whenever they see fit.  I apologize to Ms. *********** if she was not
aware of this, but as was shown in the previous response this information was
readily available during enrollment.

Care.com offers a very thorough Help section designed to
offer immediate assistance for account management, as well as 24 hour email
support and call center support M-F.  I
would encourage Ms. *********** to reach out to us at any time in the future for
clarification or assistance with her account.

Consumer Response:

No, I think - once again, and again to their interest and advantage, the CARE.COM team has misunderstood -

I knew the situation was on the unfair side and took steps to protect myself and was assured that I would only be charged the $29.60 -
now, they need to honor what they agreed to - this is not the first time in my life when I made sure I would not be charged - as I stated before I am very careful about such things - the name they used in my credit card statement was CCI not CARE.COM - or I would have caught it immediately and so would my husband who is also extremely diligent about every charge on our credit card.  Twice, they said not to worry, you won't be charged, and twice, they turned around and did quite the opposite of what they promised and this is not acceptable.

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I requested a refund of the last subscription period via their website complaint form. They responded by e-mail where I was directed to a webpage to cancel my membership online. I CLOSED my account. The site informed that will not be billed in the future. However, my request was for a refund. Their terms of service indicate that if you haven't used the service, they will refund the last subscription payment. I haven't used the service since 2013! The subscription period is every three months. It's now June.

Desired Settlement: I would like a refund of the last payment of $79.00.

Business Response: I do apologize for Mr. ****'s experience with the site. Upon reviewing his account, we have issued a refund of two charges of $79. These refunds may take 3-5 business days to reflect back to Mr. ****'s bank statements.
I would like to point out that all Care.com subscriptions do automatically renew until cancelled, and that per our Terms of Use Care.com will only refund the most recent charge on an account if the premium features have not been used and the request for the refund is within 30 days of the charge. Mr. ****'s original request was outside of this 30 day period which is why it had originally been rejected, but we have looked further into the case and made an exception to this policy as a courtesy.
I do hope this helps, and again apologize to Mr. **** for his experience. I wish him and his family all the best, and would encourage him to contact us at any point in the future should he have any further concerns regarding his account. I have included the transaction history of the two refunds for Mr. ****'s records here.

******************  06/17/2014  01:43:09  CREDIT  ********  ($79.00)  Approved
******************  06/17/2014  01:43:06  CREDIT  ********  ($79.00)  Approved

Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I registered for care.com's service in September 2013 for the purpose of finding a nanny who could pick our daughter from school. I stopped using care.com's service in October 2013 after we found a person for this job. So I called care.com and canceled the service. I noticed in May 2014 that a 39$ charge has been made on our credit card every month since October. We have never received any invoice (even though care.com has our email address) for any of these charges. This billing practice is clearly predatory. We called care.com on May 30, 2014 and they canceled the account, but said will only refund for the month of May.

Desired Settlement: Care.com must refund us for the amounts charged for the months Nov 2013 through April 2014. That is, $39 times 6 = $234.

Business Response: Please see attached document.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I signed up, I made sure that it would be for one month only. I also followed up with an email to please not charge my credit card on monthly renewals. The credit card continues to be charged.

Desired Settlement: Credit the $39.00 that was billed for the month of May, and do not charge again. I have canceled the subscription since this will not stop.

Business Response: I do apologize for any dissatisfaction that Ms. ******* had in her experience. All Care.com subscriptions automatically renew until cancelled, which was outlined on the upgrade page when Ms. ******* had initially selected her subscription. I did review her account, and see that she had emailed Care.com on 5/31/2014. At that time, the email representative refunded the renewal charge on her account and cancelled her subscription immediately. I would like to assure Ms. ******* that there will be no further charges on her card. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I would encourage Ms. ******* to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My subscription was terminated for no reason and with no explanation. I had hired a nanny to care for our newborn son using their service, and she ended up not working out because she was unreliable and did not show up when expected. I submitted an honest review of her services that i wanted other parents to be aware of. Care.com decided to cancel my subscription that I had already paid for and removed my account with no explanation or refund per their legal "fine print."

Desired Settlement: I would like a refund as well as an explanation as to why my account was cancelled for no reason.

Business Response: I do apologize for the frustration Mr. ******* is experience. Unfortunately, the decision to close his account is irreversible. Furthermore, when we terminate an account we are not required to disclose the specific reasons as to why the account was removed. Per our Terms of Use, Care.com reserves the right, among other things and in its sole discretion, to terminate a membership for any reason or no reason, with or without notice.
I do apologize, but Mr. ******* will not be able to re-enroll on Care.com. If he has any further questions, I would encourage him to refer to our Terms of use

Consumer Response:

 

Care.com has provided this canned response for yet a 3rd time with zero explanation as to why a paying customer's account is closed  and hides behind legal fine print.  A customer that has paid and used your service should at the very least be given a reasonable response that justifies the actions by care.com. You obviously have shown customers that you have no regard for their business or have any business integrity. There are numerous complaints all over the internet with other customers experiencing the exact same responses with no reason given. Your very name is care.com, have you forgot about that?

 

Business Response: We do apologize again for Mr. *******'s dissatisfaction with this process. Pursuant to the Care.com Privacy Policy and Terms of Use, Care.com is not required to release the specific details as to why an account has been closed. As a membership-based online community, Care.com reserves the right, in its sole discretion, to remove a member's Care.com membership for any reason or no reason. We have refunded his subscription fee, but unfortunately this decision to close his account is irreversible and Mr.******* is no longer eligible to be a member of Care.com.******* ** ** ****** ******** ** ** * ****** ** *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a 1 month subscription in January 2014 for $39. I used the service for approximatley 2 weeks. During this 2 weeks I found that the service provided by Care.com in my area were not satisfactory, therefore I did not renew my subscription. Care.com continued to charge my credit card for $39 every month since January. When I notified Care.com they stated they would refund the last charge of $39. Care.com staff did report they could see I had not logged in since January but refused to refund me the money for the other months.

Desired Settlement: I would like the rest of my $156 owed to me for not using the service refunded to my credit card.

Business Response: Please see attached document.

Consumer Response:

 

Business Response: We want to acknowledge that the member Ms. ******* claims to
have not understood the Care.com subscription when she enrolled and feels
deceived by her experience with Care.com.

As was previously explained, it is the responsibility of the
member to cancel their subscription whenever they see fit.  I apologize to Ms. ******* if she was not
aware of this, but as was shown in the previous response this information was
readily available during enrollment.

Care.com offers a very thorough Help section designed to
offer immediate assistance for account management, as well as 24 hour email
support and call center support M-F.  I
would encourage Ms. ******* to reach out to us at any time in the future for
clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Care.com's auto-renewal policy is unethical. I paid for one month of service, which, according to the very tiny type at the bottom of the sign up page, was set to auto-renew. Unfortunately, Care.com does not send any reminders or receipts when collecting payment. They simply bill your credit card the full cost of renewal. Further, when I noticed the charge and called to cancel, there is no option for a pro-rated refund. I still have to pay for the full month, even though I'm no longer in need of the service and did not knowingly agree to pay Care.com the full subscription amount.

Desired Settlement: I will not consider doing business with Care.com again until they change their policy and procedures regarding auto-renewal. Personally, I would like a refund for the unauthorized month of service I was billed for.

Business Response: After reviewing Ms. **********'s account, I have refunded the most recent charge on her account of $39 and cancelled her subscription immediately. However, I do ask that Ms. ********** understand that just as it states on the enrollment page, all Care.com subscriptions do automatically renew until cancelled. I have attached a copy of this page here. Ultimately it is the member's responsibility to either downgrade their subscription or contact us when they are through using the service.
The following refund will be reflected in Ms. **********'s account in 3-5 business days.

******************     06/10/2014 03:02:47     CREDIT      ********    ($39.00)      Approved

Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Care.com about an abusive employer I had who was withholding funds. They told me there was nothing they could do to help me. After a week or so I received a text message from this employer saying that Care.com had closed her account due to my "slanderous" statements to Care.com. I immediately went on Care.com and under "Contact Us" requested that someone from Care.com contact me about this issue. Within a few minutes I received a notice stating Care.com had closed my account and contacted all those whom I had been in contact.

Desired Settlement: I want someone from Care.com to contact me. I also want them to re-open my former employer's account and contact her. She is telling me that she is going to sue me based on information given to her by Care.com. This information should have been private and anonymous. I'm frightened of being sued as I cannot afford an attorney to defend me. I also would like access to all of my messages from this person so I have something to defend myself.

Business Response: We do apologize for the experience that Ms. ****** had with Care.com, and with a family whom she had met through her Care.com account. Unfortunately, the decision by Care.com to close an account is irreversible. Furthermore, when we terminate an account we are not required to disclose the specific reasons as to why an account was removed. Per our Terms of Use, Care.com reserves the right, among other things and in its sole discretion, to terminate your membership for any reason or no reason, with or without notice. I do apologize, by Ms. ****** will not be able to re-enroll on Care.com.
We do take the safety and security of our members very seriously, and when Ms. ****** called and reported her experience with another member of the site, this was reported to our Safety Team who investigated the case and took any appropriate actions. Any report made to Care.com would be kept confidential, and we would never disclose that information to another member of the site. I would encourage Ms. ****** to review the Care.com Terms of Use and Privacy Policy for more information, and to contact us if she has any further questions or concerns regarding this.

Consumer Response:

I do not accept this "generic" response to my problem. I never CALLED Care.com as there was no phone number to be found on their website. I had to email them and wait for a response. I was told there was nothing they could do and thought it was finished at that point. My safety was never an issue so I don't know what is being discussed here. I wanted a financial resolution to my problem. I was owed approximately $240 for working for***** *. from ****.

 

 

Business Response: We do apologize again for Mr. ******'s dissatisfaction and experience, both with our site and with a family that she had met through the site. Care.com does not want our members to find themselves in these types of difficult situations. We always encourage our members to have open communication with each other, and take advantage of things like contracts to help in setting job expectations. Unfortunately, we do not have mediation capacities, and we are not able to resolve these disputes between our members. As stated in our Terms of Use, any issues concerning the conduct of a Care Seeker or Care Provider including, without limitation, the services received by the Care Seeker or payment due to the Care Provider, must be resolved directly by the Care Seeker and the Care Provider. I would encourage Ms. ****** to reach out to the family she had worked for regarding the payment and to discuss the issue directly with the family.

Consumer Response:

This other person, ***** *. from ****, has threatened to sue me for slandering her. She said Care.com gave her information I had given to Care.com. I need to have access to my emails regarding this person to prove I did not slander her. I need access to my initial complaint as well. I need to know what was told to her. She says her lawyer is in talks with Care.com's lawyers; is this true? I need some kind of resolution. I cannot afford to hire an attorney. I don't care if my account remains closed, I just need for her not to sue me. Rich people like her can easily bully and threaten poor people like me and other aides who work for Care.com.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was offered a one-month membership for $39, a three-month membership for $26 a month, or a 12-month membership for $13 a month. I chose the one month membership as all I needed was to find a caretaker for my now six month old. To my shock and dismay, I recently noticed that I had not been actually offered a one-month membership as their website clearly states in large, bold, black letters. In reality, I had been duped into a subscription service at their highest rate available, hence the bait & switch allegation. The BBB website is full of so many of these complaints, so I'm not the only one falling for their misleading statements. Their shady marketing plan is obviously working as they will only refund your money for the month you catch them in their scheme. With 367 closed complaints for almost the identical practice, multiplied by the $39, that equals just over $14,000 in one month of underhanded revenue. If my situation is like anyone else's, months have gone by for many before realizing this error. I see how this business keeps its pockets full, that's for sure. And these BBB complaints surely represent just a small percentage of victims as not everyone shares their experiences with the BBB. I've noticed the company's reply to everyone is to quote their terms of service, that states charges will be recurring after their membership period ends. I don't know about you, but any time I've ever purchased a membership throughout my life, my membership ceases at the end of the 'membership period.' To justify their inappropriate practice, they are quoting a small paragraph approximately 7,500 words into their terms of service. Talk about strike one with the old bait and switch. Secondly, on the page where you actually elect which membership plan you prefer, it's equally as manipulative. Your membership options are in bold, black, large print. Next to these options are bold, black, and even larger print quoting the price you are tricked into thinking you'll pay. Don't forget the small asterisk next the membership plan (easily missed by many hundreds of people as evidenced by BBB complaints) that leads you to the smallest of very light gray, italicized, non-bolded print. Anyone with any marketing experience knows that this is deliberately designed in this manner to be missed by the conscious mind. Strike two! These are the only two places where Care.com mentions recurring charges, and both places are deliberately 'hidden' using tried and true, manipulative marketing tricks. I can see this company's execs sitting in a room once upon a time, trying to figure out how they could reap the most revenue from their clients. Lawyers sitting on standby agreeing that "it's legal and we will get away with it most of the time." My experience with Care.com has been extremely disappointing, to the point of which I wonder how much a class action ruling would potentially change their practices. I was just informed last night that I will receive a refund for one of the 3 months I'm disputing; however, this still leaves me out an extra $78 for services not rendered. I was told that the $78 is non-refundable and I am out of luck. That's why I'm writing this today.

Desired Settlement: Refund of $78

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have attached a pdf which is a screenshot of the ACTUAL signup page that Care.com has you go through.  It is consistent with my description and very inconsistent with the pdf they have created for this concern.  As you can see, they not only are quick to misrepresent on their website, they are quick to misrepresent in their response through the BBB.  I purchased a 1-month subscription, I paid for one month...Care.com has a shady practice of continuing to bill people even though they did not want further services.  I am not alone in this, a quick scan of the BBB website reveals 100s of similar complaints.  Care.com is quick to defend their practices, because how else can a company like this get away with making so much money off of decent people.  Why is Care.com not being forced to modify their advertising, their 'subscription' service, or both.  I find this totally unacceptable and I am starting to feel pretty confident that this would be a great class action lawsuit.  Please let me know if BBB is able to address these concerns. 

Business Response: We want to acknowledge that the member Ms. ********* claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. I do apologize that we had attached the incorrect screenshot in our previous response. However, the auto renewal policy is clearly stated in both the original screenshot provided to Ms.*********, and the screenshot that she had provided to us.
As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ********* if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment.
Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ********* to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am absolutely dissatisfied with Care.com...their refusal to accept any responsibility while maintaining that they are extremely helpful, despite pocketing almost $80 of mine for absolutely no services rendered during the 'subscription' period is ludicrous.  I would like this complaint closed as REJECTED BUSINESS RESPONSE. Care.com has offered me no help or compensation, just copying and pasting their rhetoric, which I'm tired of. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a online short term membership with a childcare search service called care.com. This online services has tv advertisements that they are a credited service that does extensive checks on thier clients/child care people listed on thier website. I signed up and put a nice add in the website looking for childcare. Here is my complaint: First of all, the first client from this service I interviewed was a no show/no call. I gave her another chance and interviewed her. She showed up to my house under the possible infulence of drugs/alcohol. I tried to be nice and interview her any way, but there was clearly something wrong with her mentally. Of course I did not hire her. The next cllient showed up for her interview with dirty clothes, dirty hands, and layers of dirt under her fingernails. She told me in the interview she had gotten in 3 car accidents in the past 3 years and had a bad DMV record, but I should hire her any way because her driving record didnt affect her care for children. The next client showed up and refused to take off her sunglasses, she told me she too had a bad dmv record and got arrested for a DUI a year ago. Yet when I did backround checks on the care.com website, it did not show any of what these people disclosed. Had I hired them, I would have put my child in severe danger. Finally, the last client I was going to interview, sent me a very nasty badgering email. Very unprofessional and abusive. Care.Com clearly does not screen thier clients and sends FALSE backround checks. This is a horrible company and I wasted over $100 on them to have drunks and people with bad DMV records to my home. I can't even post a bad rating on them on the website in fear they will retaliate because they know where I live. Care.Com is a very scary service. I will go with a offline nanny service instead. Care.Com clearly falsly advertises online and on tv.

Desired Settlement: I don't seek a settlement due to fear of these convicts listed on care.com retaliating against my family and myself. I just want BBB aware of this.Thank you.

Business Response: I first want to apologize for the experience that Ms. *** had with some caregivers that she met through Care.com. Care.com takes safety concerns very seriously, and I would encourage Ms. *** to contact us with the names of these members so we can report her experience to our Safety Team to investigate further. Care.com is not an agency, so the caregivers listed on the site are not employees of Care.com. We do run verifications on all members based on the information provided upon enrollment, and have tools and resources for our members to use throughout the hiring process, including the option to run Background checks, so they can make the safest and best hiring decision for their family. We encourage all of our members to make use of these tools, especially the Background Checks that we offer on members of the site. Care.com does not employ, recommend or endorse any care provider or care seeker nor is it responsible for the conduct of any care provider or care seeker. Care.com provides information and tools to help care seekers and care providers connect and make informed decisions. However, each individual is solely responsible for selecting an appropriate care provider or care seeker for themselves or their families. I would encourage Ms. *** to review our Safety Center for tips on ways to stay as safe as possible while searching for a caregiver on the site, and for information on what is included in each of our Background Checks based on her individual state and county laws. While the Preliminary verification check is a great starting point, it only includes what gets reported to the National Databases, which is different in every state and county. This is why we also offer more comprehensive background checks that members can purchase which include State and County criminal records, Federal courthouse records, and a Motor Vehicle records. I again apologize for the experience that Ms. *** had, and can assure her that we do take these issues very seriously.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Thank you for your apologies. My Brother and Supervisor were employees is Social Services, and they gave me excellent safety advice when choosing caregivers. I used both thier guidelines and yours when reviewing the people on your website, so I did not just casually close my eye and point my finger at your list and pick just anyone to interview. I took my time and was very selective. I looked at thier backgrounds too. The background checks showed they were ok. Yet when I interviewed them they disclosed to me thier backrounds were not ok. It was nice they were honest or I would never have known I was interviewing people with jail records to watch my precious child. Sadly I am sure that some people may not check backrounds on your site and these criminals are watching thier children now. But that's ok with you because "it's not your responsibility". Very sad. Your apology is nice but it doesn't erase the horrible experiences I've had with your site and clients and it give me back the time I've wasted on your site. Additionally, do you really think it's safe for my family and to disclose the names of these horrible clients of yours? The have my name and number. Retaliation is next!  That is not safe. And I did give you the name of the last client of your that sent me the nasty two page email . I her email to you. Only because she didn't have my personal info to retaliate. 

Business Response: We are glad to hear that Ms. *** was diligent during her search in utilizing our Safety Center and other resources at her disposal. Unfortunately, all background checks do have limitations and we do apologize again for the experience that Ms. *** had on our site. We did get her report regarding one of the caregivers, and understand her reservations in letting us know of the other's, however I would still encourage Ms. *** to let us know about these experiences so our Safety Team can do an investigation. Care.com takes the safety and security of our member's very seriously, and should Ms. *** choose to provide us with this information, her report would be completely confidential between us and her. We do take precautions and run verifications on all members of the site upon enrollment. Additionally, we have very strict policies regarding Safety concerns and issues, and I would encourage Ms. *** to review it should she have any questions about eligibility to use the site. I again apologize for the experience that Ms. *** had, and I do wish her and her family all the best in their future search and with any further care needs.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Thank you for your apology. Your commercials and advertisements are misleading and a potential endangerment to children. As I said I can not put my family's safety at risk for you. Your company would benefit if you invested in more depth screening of your applicants. People with recent DUIs and criminal records should not have been allowed to be on your we page. Thank you.     

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 1 month membership on the Care.com website, that was more expensive than an ongoing membership, with the purpose of not having a committed ongoing financial responsibility and found that I have been charged over the last 5 months.

Desired Settlement: I would like my credit card to only be charged for one month instead of 5 months. I need a credit for 4 months at $40.05 a month.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Membership information is not clearly printed on your website without having to create a log-in. It is also clearly misleading to be signing up for a " 1 month" anything only to find in the fine print that no matter what you select, you are actually opting for an ongoing  "Subscription". When I signed up for the 1 month membership, I did so in good faith that I would be able to trial what a membership is and see how it may work for my family. I have since been very disillusioned with your service and would not recommend it to anyone. What a shame, to market yourself as a service for families looking for support to their childcare needs and to now be battling over unauthorized charges to my credit card.    

Business Response: We want to acknowledge that the member Ms. ******* claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ******* if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ******* to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I understand that it is not the intention of this company to provide an additional refund on my credit card regarding these unauthorized charges, however upon further investigation of their practices I have found that a number of other customers have found themselves in similar situations with Care.com's deceptive billing pratices. My opinion is that Care.com's reputation should make it successful with families like mine, who in good faith were looking for childcare assistance, rather than involve themselves in fine-printed deceptive billing practices that will not make this company sustainable. I regret that I ever signed up for this 1 Month "subscription".

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription to Care.com's online service in October 2013. I continued to receive advertising emails from Care.com but was unaware that if I opened one of these email advertisements and responded, even if to express my disinterest in receiving any further emails, such a response automatically renews my CLOSED account and bills my credit card that Care.com holds on file. When I discovered that my closed account was being reopened and that my credit card was being billed, I immediately looked closely at the Care.com website for Contact information. I wanted to be certain that I had closed the account as I believed in October 2013. The website does not offer a phone number as a CONTACT so I wrote to an email address. I expressed my outrage that my credit card was being charged even though I had a CLOSED account. I also filed a complaint and dispute with the credit card company who put the payment in to dispute. I did receive an email reply from someone at Care.com that stated that the official rules state that if a Care.com email is responded to, an account is AUTOMATICALLY reinstated. The Care.com representative admitted to knowing that there had been NO ACTIVITY ON MY ACCOUNT IN SEVEN MONTHS, however there policy is such that if you respond to one of their emails then you credit card is automatically billed even though I had closed my account. When Care.com reinstated my account without my knowledge, they DID NOT send me an email saying anything like, "welcome back " or "continue to use our services".... Nor was there an invoice. There was no further correspondence from potential matches ( it is a housekeeper/sitter finding service), there was only billing. Additionally, I have learned that the persons listed as HOUSEKEEPERS in their profiles were NOT housekeepers, but child-care workers and were only listed as HOUSEKEEPERS because Care.com suggested they do so. Therefore, when and if I reviewed the profiles of those listed as "housekeeper" and then contacted that "housekeeper" for an interview, I would learn that that is NOT the position that was being sought. This happened to me on four occasions and is the reason why I terminated my account with Care.com. In other words, the site was essentially useless to me when seeking a housekeeper.

Desired Settlement: I unfortunately did not notice the excessive billing until the fourth billing cycle. I had mistakenly believed that what appeared on my credit card was for services I had used in prior months. Therefore I would like to recover the 4 payments I made from January 2014- April 2014, $41.73 each month or $166.92

Business Response: I do apologize for Mr. ******'s experience with Care.com, and would like to clarify the status of his membership as well as Care.com billing policies. Mr. ****** initially created his account on 9/6/2014 looking for housekeeping, and then upgraded it on his own on 1/5/2014. At this time, he had selected our Monthly membership option which renews automatically every month until cancelled. The auto renewal policy is clearly stated on the upgrade page attached here, and is also in the Care.com Terms of Use that all members agree to when creating their accounts. The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Care.com does not take liberties to opt members into a subscription that they did not choose for themselves. Responding to an email from Care.com would not re open an old account that had been previously closed, and once an account has been completely closed there is no way to re open it without the member starting from the beginning and entering their information in to the site again. Mr. ****** had contacted our Member Care department over email, and the representative explained the Care.com auto renewal policy, as well as the billing on his account. It was never stated to Mr. ****** that a response to an email would re instate his membership, as this is not a policy and not the way the Care.com memberships work. The representative explained to Mr. ****** that he had signed up for the monthly subscription on 1/5/2014, and that his subscription had renewed monthly until 5/5/2014, which was the date he had set his subscription to cancel on. Additionally, Mr. ****** had been utilizing his subscription when he initially enrolled in January, and again in May before the account had downgraded. I would lastly like to point out that Care.com is not an agency, and we do not employee the caregivers on our site. The members of the site are individuals who have created profiles and are advertising their services. Our members are able to add additional service profiles to their accounts if they would like to offer additional services. If Mr. ****** was not satisfied with the quality of caregivers he encountered on the site, we always recommend to write reviews on these members about the experience he had. I do again apologize for any confusion that Mr. ****** had regarding his Care.com account and subscription. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies the membership options that Mr. ****** was given. I would encourage Mr. ****** to reach out to use at any time in the future for clarification or assistance with his account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.    

Business Response: We want to acknowledge that the member Mr. ****** claims to have not understood the Care.com subscription when he enrolled and feels deceived by his experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit. I apologize to Mr. ****** if he was not aware of this, but was was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F. I would encourage Mr. ****** to reach out to us at any time in the future for clarification or assistance with his account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I originally signed up for subscription service with care.com and later subscribed to a service in which was "advertised" as a trial version $27.19. I was later charged $41.83 for a monthly subscription price. Well above the advertised rate on the website. I also went onto the website and cancelled my subscription which showed an immediate suspension/cancellation of service date of May 7th, the day the transaction was charged as a prepaid service for a monthly subscription. I immediately contacted the site to advise them of the error and requested a refund. They've refused refund after multiple communications requesting they do so. I also logged back into the site this morning, May 9th, and was astonished to find that they had reactivated my account to end on May 31st, to appear as if the service was still in continuation. I immediately closed the account again. Now, the site is reflecting a end date of 5/31/2014 date rather than May 9th. Furthermore, the site has also stored my credit card information without my approval. I believe these actions to be both unethical and illegal.

Desired Settlement: I am only interested in a full refund of $41.83 and a full cancellation of my subscription. I would also like them to provide full disclosure of storage of credit card information and the option to remove that information at the discretion of the consumer, by the consumer, on the consumer profile as most reputable business already provide.

Business Response: We want to acknowledge that the member Mr. ******* claims to have not understood the Care.com subscription when he had enrolled with Care.com. The screenshots attached show exactly the steps that the member Mr. ******* had to take to enroll himself in Care.com. We sincerely hope this explanation helps to clarify the matter. The screen shot is the exact pricing chart that Mr. ******* would have seen when he selected his membership. Please note that each of the subscription options are starred, and in the lettering just below the subscription options it very clearly states, "All subscriptions are automatically renewed until cancelled." At the bottom of the same page, a more detailed disclaimer explains the subscription agreement just above the Upgrade Now button. Mr. ******* had to press the Upgrade Now button to proceed with his purchase. For clarification the text reads, " By submitting this form, you agree that your credit card will be charged according to the subscription terms of the plan you selected above. You also agree that your subscription will automatically renew at the end of each subscription period, and your credit card will be charged according to the above terms for your plan, unless you cancel your subscription before it renews." We would also like to point out that all Care.com memberships are pre-paid and renew automatically unless cancelled. The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Care.com does not take liberties to opt members into a subscription that they did not choose for themselves. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies the membership options that Mr. ******* was given and illustrates how readily available this information is during enrollment. When Mr. ******* reached out to our Member Care team regarding his account, the representative he emailed with made sure that his subscription was set to downgrade at the end of his current billing cycle, which will be on 5/31/2014. When Mr. ******* had contacted us, he had also already contacted his bank to dispute the charge. Because the process of disputing the charge has already started, Mr. ******* will need to contact his bank regarding the charge once the dispute has been settled.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The services are "prepaid", thus when my card is charged, you are charging me for the "upcoming" renewal period. Which means that if I cancel the service the day you billed me, May 7th, which is exactly what I did, you should immediately offer a refund prorated for the date the service was requested cancelled. At most, that would mean a charge for only one day. What care.com did instead, is extend my cancellation date to 5/31, which by  the way, care.com refused to even address. Furthermore, you all didn't even address the issue of storing credit card information and not giving the option to the customer to have that removed. Also, please provide a snapshot of the customer support number as well. This is a flat out lie. The website has no such number listed. Only the option to email customer service. This response only illustrates unethical policies and predatory practices aimed at taking advantage of customers.

Business Response: We apologize again for Mr. *******' dissatisfaction with this process. However, as we previously stated all Care.com subscriptions automatically renew until cancelled, and it is the responsibility of the member to cancel their subscription whenever they see fit. Because all subscriptions are pre-paid, we do not issue partial or pro rated refunds for unused periods of time. When a subscription is set to cancel, it will do so at the end of the then current billing cycle, which in Mr. *******' case is on 5/31/2014. When a credit card is entered on the site, it will remain on file on the account for the convenience of our members for any future purchases - such as a background check or another subscription. To remove a card from file, a member would need to close the account completely or enter in new card information. Mr. *******' account is set to close completely on 5/31/2014, at which time his card information will be removed from the account. I again apologize to Mr. *******' if he was not aware of the Care.com policies, but as was shown in the previous response, this information was readily available during enrollment, and is also stated in the Care.com Terms of Use.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: closed my account and refused me service. They got false info on my background check and closed my account and refused me service. I am not a criminal they are. customer service refuse to help me period when contacted on Facebook. if you ask me they are a bunch of scum bags. I was never arrested or charged for any crime but you treat me as if i am some criminal. I have to right to sue you for slander.

Desired Settlement: reopen my account and give me an extion to have my account reinstated after i have the faluse info removed.

Business Response: I apologize to Mr. ******** for any confusion. As was stated when Mr. ******** had contacted our member care department regarding this, we understand that sometimes background checks can be inaccurate. We encouraged Mr. ******** to contact AISS to resolve any disputes with the results of the background check. AISS is a Security Services company that Care.com uses to verify information and run background checks. Once a dispurte has been made and AISS has resolved any incorrect information, AISS would notify Care.com that Mr. *******'s background check has been "cleared", and he would regain access to his account in full. When we had informed Mr. ******** of this process, he requested instead to have his account closed. We then informed him that, per our Terms of Use if we did close his account prior to having the results of his background check "cleared", this would be irreversible and he would then not be eligible to be a member of Care.com again. Mr. ******** again asked to have his account closed, and so the account was closed at Mr. ********' request. I am truly sorry if there was any misunderstanding in this process, and want to reiterate that Care.com takes the safety of its members and community as a top priority at all times.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not like the way i was treated by your company. you do not run some body full legal name when you do a back ground check. any ***** ******** you pull out of your behind is that you think it me. your police is not fair. you should run full legal names not half of a name. there is no spot on your site to enter a full legal name. you treat me like some kind of criminal when my background is clean. after what i heard on rip off report i am in line to think you are crooks and scammers. so i wish not do have any business with you. i would not be getting paid if i worked for you any way. i heard you all take the money and refuse to pay workers. I do not work for scammers. you do not trust me i do not trust you. lets move on you did me wrong. bottom line is you did not give me a fair chance before you treated me like some kind of criminal. i should talk to a lawyer and file a law suit. but you are not worth it.      

Business Response: We apologize again for Mr. ********' dissatisfaction with this process. As was previously stated, and as stated in our Terms of Use, we run verifications on all members of the site based on the information provided upon enrollment. If anything does appear on a verification check, the account is put in to a 90 day suspension period. We apologize if what did come up was not Mr. ********', and we provide this 90 day suspension period for our members in the case where this does happen to dispute the case and provide AISS with the correct information so we can re run the check. I would also like to clarify that Care.com is not an agency, and we do not employ the care givers listed on the site. We are a meeting ground for people providing care to meet families who need care in their area. Ultimately, the employer of the caregivers would be the individual family that hires them. I again apologize for this experience, and would encourage Mr. ******** to view our Terms of Use and Frequently Asked Questions page for any further questions on our policies. We wish Mr. *******'s all the best in his job search and any future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The website billing is in question. Although I cancelled my account online and was served a final offer to have a year membership for $50 (versus the monthly membership fee of $39.39 I was cancelling), they continued to bill me for that month and the following month. When I called to complain, they only agreed to credit me for the most recent month. This was despite my assertion that I received that final offer page, and also checked my status by logging in as a member and was served a message that I was not a member and could only access topline information as a visitor. I feel their billing practices are questionable -- they clearly put me back to a full membership after this process. Plus, when I searched the site today for the customer service number and "help" information, it was nowhere to be found. I only got the number by googling the information, and I'm pretty savvy about the internet, so this is buried if it exists on their site at all.

Desired Settlement: I'd like this to go on their record, and I'd like the BBB to ensure that their customer service contact information is clearly posted for other visitors. Plus, they say that no refund after 30 days is their strict policy, despite the circumstances which I feel the BBB should investigate. Thank you!

Business Response: I do apologize for Ms. ********' experience with Care.com and the billing on her account. As stated in our Terms of Use and on the upgrade page when Ms. ******** had initially selected her subscription, all of our memberships will automatically renew until cancelled. Any time a subscription is cancelled, you would receive an email confirmation that the cancellation had gone through. There was no record of a cancellation taking place on the account prior to 5/7/2014 when Ms. ******** contacted our Member Care department. At that time, we cancelled her subscription at her request and refunded the renewal charge on the account. We apologize as well if Ms. ******** had a hard time contacting us, or wasn't able to find our phone number, and would encourage her to visit our Help and Contact Us page should she have any future questions regarding her Care.com account. Should she currently have any further inquiries she can contact us at ************ M-F, or by email at careteam@care.com.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I rejected their response because it is not the truth. The customer service number is not clearly indicated on the help page; they did not refund my money for 2 months, only the most recent; and they engage in dishonest billing practices, selling a one month membership, yet billing it every month. After reading some of the other complaints on the BBB site, it seems that they do this for 3 month memberships (auto-renew) and for background checks. It's despicable. They should not have an A+ rating from the BBB. They should have an F. The BBB should go on their site and try to hit the customer service tab to see what I'm talking about. This may only be visible to members, however, that's my only guess how this is hidden from the BBB and they could possibly get a high rating. 

Business Response: We want to acknowledge that the member Ms. ******** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. It is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ******** if she was not aware of this, but this information was readily available during enrollment. I have included a screen shot here of the upgrade page that Ms. ******** had seen when she initially enrolled herself in Care.com where it clearly states that all of our subscriptions automatically renew until cancelled. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F. All of our contact information is listed in the Help section of our website, and was provided in my previous response.  I would encourage Ms. ******** to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Care.com advertises 1, 3, 6 month membership but it really doesn't matter what you sign up for since they will keep charging you indefinitely without notification until you notice unauthorized charges on your credit card. I signed up for one-month membership. Being a busy mom, I noticed they kept charging me for 5 months after that. Called and complained but not even a manager would take the charges off. It's not a good business policy to choose shortsighted profits over long term bad publicity. A good company should not rely on shady practices in order to get quick money especially from the type of customer base they service. At the very least an email notification is in order. If they look at my correspondence with some babysitters I contacted, it only lasted less than the month I had signed up for. I'm very disappointed in this company. I belong to a few mommy groups and blog groups that share information about this type of thing and unfortunately for care.com they missed the opportunity with me and plenty of other moms I have come across with same complaint, of using us as a good publicity for the company. On the contrary, we are so disappointed with they way they have handled the complaint that we are doing exactly the opposite.

Desired Settlement: I would like care.com to undo the damage and credit me for the 5 months they charged me.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: We want to acknowledge that the member Ms. *** ***** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. *** ***** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. *** ***** to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the beginning of March 2014, I signed up for a profile with care.com in order to find employment. After paying for them to complete my background check, Care.com refused to upload ANY of the 6 or 9 photos I continuously uploaded. They have continued to reject any image that I put up, even though at least 6 of the photos met the requirements. I called them to ask why they were doing this, and each employee I spoke with gave me a different response and approved a different photo. Each time this happened, NONE of my photos that they said they would approve were approved. Yet they have my money.

Desired Settlement: Post my photos so that I have the same opportunities to find work as my ********* counterparts!

Business Response: We apologize for any dissatisfaction or inconveniences that Ms. ***** has had with the photo approval process on Care.com. Care.com has strict photo guidelines when it comes to the pictures our members post on the site so as to ensure that the site remains professional. When Ms. ***** contacted our Member Care department, we looked at all of her photos she has attempted to upload and explained all of the photo guidelines on the site. At that time, the representative that Ms. ***** spoke with was able to approve one of the photos that she had attempted to upload, and that photo is now showing as Ms. *****'s primary photo on her profile and in search results. We do apologize again for any inconveniences, but do hope that this helps! I would also encourage Ms. ***** to upload some of the other photos that had previously been rejected as her secondary photos on her profile, as the guidelines for these pictures are less strict. She should view our Frequently Asked Questions page as well to read over all photo guidelines on the site should she want to change her picture at any point in the future.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Billing/Collection Issues | Complaint Details Unavailable
5/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a babysitter in my home for over 22 years and have listed myself on Care.com for the last 5 years with never a problem. Now just recently they decided to terminate my account for no reason and said they did not owe me any explanation as they can terminate anyone for any reason. I feel that I have the right to know especially if someone is putting false information out there about me. I have since had to go back to work outside of the house and need a babysitter for my children so that I can work. My husband and I have set up a new account to view other sitter but in order to contact someone you need to pay. We decided to pay for a month term and paid $39 and Care.com came back to say they have term'd my access again and now they will not refund my money. I don't understand why I can not use a service that I have used for years to help other parents find childcare and now that I am in need of childcare myself they will not allow me to use the site even though I have paid, then to know they will not refund my money! I want my money back and the site to be shut down as I wonder how many other parents they are doing this to as well. This is wrong and the internet web site needs to be stopped!

Desired Settlement: I want my $39.00 back I want a detailed explanation I want the site shut down or disciplinary actions against them if they will not communicate with customers. As of right now I will do everything to inform others to NEVER use this site!

Business Response: We would like to acknowledge that Ms. ****** is requesting an explanation of the removal from Care.com and in addition is requesting a refund of her most recent subscription payment. Unfortunately, Care.com will not be able to provide Ms. ****** with the reason for her account termination as per our Terms of Use. Ultimately, Care.com reserves the right, among other things and in its sole discretion, to terminate a membership for any reason or no reason, with or without notice. We apologize for any frustration this may have caused for Ms. ******, however, it is a policy she agreed to upon enrollment.Furthermore, a refund was issued to Ms. ****** upon the closing of her account. The refund was issued on 4/24. It generally take 3-5 business days for the credit to be reflected on bank statements. We advise Ms. ****** to contact her bank if she has any questions about the refund.We wish Ms. ****** the best of luck with her future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

Business Response: As previously explained, unfortunately the decision to close an account is irreversible. Furthermore, when we terminate an account we are not required to disclose the specific reasons as to why the account was removed. Per our Terms of Use, Care.com reserves the right, among other things and in its sole discretion, to terminate a membership for any reason or no reason, with or without notice. I do apologize, but Ms. ****** will not be able to re-enroll on Care.com. If she has any further questions or concerns, I would encourage her to refer to our Terms of Use. Section 5, which I have included below, provides the exact information pertaining to your concern. 5. Termination of Registration In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2014 Billing/Collection Issues | Complaint Details Unavailable
5/17/2014 Billing/Collection Issues | Complaint Details Unavailable
5/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a "1 month" plan to use the services of Care.com in May 2011 under a special promotional offer of $29.75. Afterwards, they continued to charge my credit card for $35/month until May 2014. They refuse to refund any amount except $35 -- even though they charged $1260. My bank account (and credit card) was opened in California, a state that prohibits automatic subscription renewals without the customer's explicit consent. I never signed up for a "subscription" -- only a 1 month plan, and I never gave consent for them to charge any amount over the one month fee. I never visited the website after that one month, and have not used any of their services during this time. They have sent me no receipts during this time explaining, even though they had my email account. The credit card that I initially used to make the one month purchase was cancelled by the bank this past year, however, they somehow have continued to charge my new credit card.

Desired Settlement: Refund of $1260.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The company's screen shot is quite deceptive.  As I recall, the only way to use the company's service (i.e., to actually get a babysitter's contact information) is to sign up for the "premium" service -- which was described as a "one month" plan in the promotional materials.  I only signed up for the one month plan, and the company is required by law to obtain my express consent to continue to charge on a subscription basis.  They never sent a follow up email requesting consent, and did not ever send a receipt for any monthly charges.  The promotional material is clearly a trick to get people to unwillingly sign up for subscription.  The complaints against this company are countless (which I discovered after the fact).   

Business Response: We want to acknowledge that the member Ms. **** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. **** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. **** to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I only used your service one time to get a babysitter when we were at an out-of-town wedding.  You can see from my account that I have not logged in (or used the site in any way) since that one time event.  Nobody would intentionally pay $1300 for a single night of babysitting.  Clearly, it is a mistake, and it would seem like an honorable business would grant a refund.  I ask to please look at the facts surrounding my account -- this is clearly a situation where I did not realize that you were going to continue to charge my account.  I thought that I was only receiving one night of babysitting.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.Com in August 2013. there was a clear choice to pick 1 month subsription for $39. I selected that option to try the service and wasnt very impressed (website functionality and overall response to my post). I didnt understand that the 1 month subscirption was automatically renewed, so I have been charged for 6 months for a service that i didnt consent to buy. I believe this automatic renewal should be very clear to users considering the membership, for example, customers could be required to check a box acknowledging the terms. I am very disappointed and more so after calling Care.com to explain my situation... my last automatic withdraw was done yesterday and they didnt agree to reverse it, even though its clear i have not used that account in months.

Desired Settlement: I would appreciate a refund but if not possible, i would think others can benefit from transparent terms and conditions. I think it will be very beneficial to require check box for customer ackonwledgement on automatic renewal policy. Thanks in advance!

Business Response: After review of Ms. ******'s account, we have refunded the most recent charge of $39 to her account. I apologize if Ms. ****** was not aware of our Automatic Renewal Feature.  However, all subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when Ms. ****** joined Care.com. We have attached a copy of this page for Ms. ****** to view where it clearly states that all Care.com subscriptions automatically renew until cancelled. Many members find this feature useful as they like the assurance of having a community of caregivers available whenever they need care. Except as set forth by the below criteria, Care.com subscriptions are nonrefundable, and there are no refunds or credits for partially unused periods.  Exceptions for renewal charges specifically may be made if your account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on your account):     Your account has not been used since the most recent renewal charge, AND     Your request for a refund is made within thirty (30) days of the most recent charge. Charges older than thirty (30) days are not eligible for a refund under any circumstances. This applies to any membership length (ie: 1 month, 3 month, or 12 month). Additionally, no refunds will be offered for discounted monthly installment plans, bundled packages, background checks, or products and services purchased through any third-party promotions or organizations. While we do not generally offer refunds as per our Terms of Use, we have refunded Ms. ******'s last charge of $39 as a courtesy since she does meet the above criteria. Ms. ******'s card will no longer be billed.  Please note that the refund may take up to a week to show on bank or credit card statements. Here is a copy of the refund transaction for Ms. ******'s convenience: ******************  05/14/2014 11:14:04  CREDIT  ********   $39.00)   Approved Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies the membership options that Ms. ****** was given and illustrates how readily available this information is during enrollment. I would encourage Ms. ****** to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

I appreciate BBB's help and Care.com's response. This outcome is actually what I kindly requested when I contacted them, as well as to inform them of my mistake. I still dont think there is a clear disclosure of the terms as when you are filling the form to contact Care.com there is the option: "I didnt know renewals were automatic". If the terms were clear, this wouldnt be called out in the drop down menu as a reason why customers would need to contact them.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In the fall of 2010, I signed up for what I thought was the basic membership at Care.com. Unbeknownst to me, I was signed up for the platinum version of membership. I had little money and would have never signed up for the platinum version of membership intentionally. I never received any statement from Care.com that I was being billed monthly akin to a ******a or other billing notice for more than $1,000 over the months and years to come. When I signed up for what I thought was the basic free online membership, I was returning to work after a battle with cancer that I survived, but my marriage did not. I needed care for my daughters as I returned full-time to work still weak with an incurable autoimmune disease. It was only this past December when I was looking at my credit card statement that is comprised primarily of health care charges that I called to clarify. There are several health, especially cancer-related, organizations with names similar to Care.com, e.g., caring.com, cancercare.org, caringbridge.org, carepages.com, etc., and as I wasn’t expecting it or looking for it, Care.com simply didn’t jump out at me. I think it is understandable how a single mother of two working a demanding full-time-plus job with significant health issues might miss an item on her credit card statement. I believe Care.com’s website advertised a free service, then switched users to a platinum level of service. I find this to be highly unethical.

Desired Settlement: I am requesting a refund for the charges I incurred. These funds are critical to me. Given my financial situation, I would have never intentionally signed up for a long-term, automatically billed, high level of service. Had I received a statement or confirmations of the charges, I would have certainly acted sooner to rectify the issue. Thank you.

Business Response: Please see attaching PDF.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: We want to acknowledge that the member **** ********** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ********** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. As a final communication on this matter, Care.com will refund an additional 90 days of charges back to the card that was charged. Please note that this is an exception to our refund policy, which is a policy that Ms. ********** agreed to upon enrollment.  Please allow 3-5 business days for a credit of $105.00 to be returned to the card on file. We wish Ms. ********** and her family the best of luck with their future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I joined care.com in January to find care for my kids. I sent out about six emails to potential care givers, but didn't hear back from any of them. I luckily found someone on my own at which point, in January, I cancelled my automatic renewal. I got my credit card bill and see that care.com continued to charge me for February, March and April. I called today to have them refund the money, but they would only refund one month. This is not a case of me "forgetting" to cancel. I cancelled in January and I want the $39 refund for February and March, as well. I feel that this was some scam. I didn't receive ONE email for a care giver in January, have not been on the site since January, cancelled and yet they're still billing me.

Desired Settlement: I want the $39 refund for each of these months: February and March.

Business Response: We want to acknowledge that Ms. ******* feels deceived by her experience with Care.com. All Care.com subscriptions automatically renew until cancelled. When she had called in and spoke to a representative on 4/14/2014, it was the first time we had received a request to cancel her subscription since she had upgraded her account in January. Any time a member downgrades their subscription, they receive an email confirmation both to their personal email account as well as to their Care.com inbox letting them know that the downgrade has gone through. I would encourage Ms. ******* to locate this confirmation email and forward it to our Member Care department. The representative that Ms. ******* spoke with explained that per policy the most that we would be able to refund is the most recent charge on the account, which was done, and the subscription was downgraded immediately. Unfortunately, with no previous request to cancel a subscription, this is the most that we would be able to refund to the account. We would also like to point out that all Care.com memberships are pre-paid and renew automatically unless cancelled.  The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription.  Care.com does not take liberties to opt members into a subscription that they did not choose for themselves.  Ultimately, Care.com members are responsible for managing and cancelling their accounts.  The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I would encourage Ms. ******* to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a one month enrollment on care.com in January 2013. I used the site for one day before finding a childcare solution through a friend. This is the one and only time I used the service. I have just discovered that care.com have been charging my credit card every month since Jan 2013, a charge of $38.02. Not including the first month of which I was aware of the charges, this is a total of $570.30 for ONE visit to their website!! At no time during the one month enrollment process was I made aware of this automatic renewal policy. I feel like this company has been robbing me for 15 months! After finally getting a customer service representative on the phone (the process of which was very difficult and confusing) I was told that they would only refund the last months charge. After asking to speak to a supervisor I was told that I most likely would be contacted via email. The said email just confirmed the offer of a one month refund. This is simply not acceptable, the representative accessed my account and confirmed that I had visited the site only once during the 15 month period.

Desired Settlement: I would like my credit card refunded in the amount of $570.30.

Business Response: Please see attached PDF.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

How a company gets away with this is beyond me!  They cleary ammitted I was only on there site once which was the day I signed up for 1 month!They make it like you are signing up for 1 month vs saving if you join for 3 months etc.My feeling if they saw I was un-active why not stop the charges or at least e-mail invoices every month that they were billing me!It appears that MANY people have made the same complents!Again, this is ROBBERY!    

Business Response: We want to acknowledge that the member ****** ***** claimsto have not understood the Care.com subscription when she enrolled and feelsdeceived by her experience with Care.com.As was previously explained, it is the responsibility of themember to cancel their subscription whenever they see fit.  I apologize to Ms. ***** if she was not awareof this, but as was shown in the previous response this information was readilyavailable during enrollment.Care.com offers a very thorough Help section designed tooffer immediate assistance for account management, as well as 24 hour emailsupport and call center support M-F.  Iwould encourage Ms. ***** to reach out to us at any time in the future for further clarification or assistance.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Very disgusted that a company can get away with this!  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my membership with Care.com on January 12, 2014 at 9:12 pm. I found a nanny through this website, so I did not need their services anymore. They have charged me 2 membership fees since I cancelled. I want my money back or I will hire an attorney and sue. My computer can be used as evidence to show that I cancelled.

Desired Settlement: I want my 2 payments of $78 credited back on my card within 5 business days.

Business Response: We would like to apologize for the experience that Ms. ********* had with her ******** account. After reviewing the account, there is no record of a cancellation or a request to cancel her subscription. We have refunded the most recent charge of $78 to her account, which is the most that will be refunded per policy. We have included the full refund transaction below for *** *********** records as well, and she should see the refund reflected in her accounts in 3-5 business days.
We would like to point out that just as it states on the enrollment page, all of our subscriptions automatically renew until cancelled. We have attached a copy of this page for *** ********* to review. Ultimately, it is the member's responsibility to either downgrade their account or contact us when they are through using the service. Any time a cancellation or downgrade occurs on an account, the member would receive an email confirmation that the downgrade has taken place. We would encourage *** ********* to forward a copy of this confirmation to our Membercare team so we can look in to further refunds on the account.
The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies *** *********** membership, and would encourage her to reach out to us at any time in the future for clarification or assistance with her account.

Business Response: We would like to apologize for the experience that Ms. ********* had with her ******** account. After reviewing the account, there is no record of a cancellation or a request to cancel her subscription. We have refunded the most recent charge of $78 to her account, which is the most that will be refunded per policy. We have included the full refund transaction below for *** *********** records as well, and she should see the refund reflected in her accounts in 3-5 business days.
We would like to point out that just as it states on the enrollment page, all of our subscriptions automatically renew until cancelled. We have attached a copy of this page for *** ********* to review. Ultimately, it is the member's responsibility to either downgrade their account or contact us when they are through using the service. Any time a cancellation or downgrade occurs on an account, the member would receive an email confirmation that the downgrade has taken place. We would encourage *** ********* to forward a copy of this confirmation to our Membercare team so we can look in to further refunds on the account.
The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies *** *********** membership, and would encourage her to reach out to us at any time in the future for clarification or assistance with her account.

Business Response: We would like to apologize for the experience that Ms. ********* had with her ******** account. After reviewing the account, there is no record of a cancellation or a request to cancel her subscription. We have refunded the most recent charge of $78 to her account, which is the most that will be refunded per policy. We have included the full refund transaction below for *** *********** records as well, and she should see the refund reflected in her accounts in 3-5 business days.
We would like to point out that just as it states on the enrollment page, all of our subscriptions automatically renew until cancelled. We have attached a copy of this page for *** ********* to review. Ultimately, it is the member's responsibility to either downgrade their account or contact us when they are through using the service. Any time a cancellation or downgrade occurs on an account, the member would receive an email confirmation that the downgrade has taken place. We would encourage *** ********* to forward a copy of this confirmation to our Membercare team so we can look in to further refunds on the account.
The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies *** *********** membership, and would encourage her to reach out to us at any time in the future for clarification or assistance with her account.

Business Response: We would like to apologize for the experience that Ms. ********* had with her ******** account. After reviewing the account, there is no record of a cancellation or a request to cancel her subscription. We have refunded the most recent charge of $78 to her account, which is the most that will be refunded per policy. We have included the full refund transaction below for *** *********** records as well, and she should see the refund reflected in her accounts in 3-5 business days.
We would like to point out that just as it states on the enrollment page, all of our subscriptions automatically renew until cancelled. We have attached a copy of this page for *** ********* to review. Ultimately, it is the member's responsibility to either downgrade their account or contact us when they are through using the service. Any time a cancellation or downgrade occurs on an account, the member would receive an email confirmation that the downgrade has taken place. We would encourage *** ********* to forward a copy of this confirmation to our Membercare team so we can look in to further refunds on the account.
The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies *** *********** membership, and would encourage her to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #10018532. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,
**** *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #10018532. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,
**** *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #10018532. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,
**** *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #10018532. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,
**** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/26/2014 Billing/Collection Issues | Complaint Details Unavailable
4/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company charges debit card monthly using a different name and does not invoice consumer. Consumer has no way of knowing about charge unless you check the name that shows up on bank statement.

Desired Settlement: Refund of 10 months of undesired and unused service.

Business Response: We want to acknowledge that the member *** ******** claims to have not understood the Care.com subscription when he enrolled with Care.com. The attached screenshots show exactly the steps that the member *** ******** had to take to enroll himself in Care.com. We sincerely hope this explanation helps to clarify the matter. The screen shot is the exact pricing chart that *** ******** would have seen when he selected his membership. Please note that each of the subscription options are starred, and in the blue lettering just below the subscription options it very clearly states, "All subscriptions are automatically renewed until cancelled." At the bottom of that same page, there is a more detailed disclaimer that explains the subscription agreement just above the Upgrade Now button. *** ******** had to press the Upgrade Now button to proceed with his purchase. The screen shot of this page is also attached. For clarification the text reads: "By submitting this form, you agree that your credit card will be charged according to the subscription terms of the plan you selected above. You also agree that your subscription will automatically renew at the end of each subscription period, and your credit card will be charged according to the above terms for your plan, unless you cancel your subscription before it renews." We would also like to point out that all Care.com memberships are pre-paid and renew automatically unless cancelled. The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Care.com does not take liberties to opt members into a subscription that they did not choose for themselves. All Care.com charges will show up as "CCI CARE.COM" in billing statements. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies the membership options that *** ******** was given, and illustrates how readily available this information is during enrollment. I would encourage *** ******** to reach out to us at any time in the future for clarification or assistance with his account.

Consumer Response:

 

The Care.com system appears to be designed to prey on people's memory. I do not deal with any other business that simply charges an ongoing charge without emailing an associated invoice or notification. Referring back to a sign-up screen although legally valid does not relieve them of keeping regular administrative contact. The invite to contact them directly is laughable. I did contact them directly and have not received a response. 
Regards,

 

 

 

Business Response: We want to acknowledge that the member *** ******** claims to have not understood the Care.com subscription when he enrolled and feels deceived by his experience with Care.com.

As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to *** ******** if he was not aware of this, but as was shown in the previous response this information was readily available during enrollment.

When *** ******** contacted Care.com 4/4/2014 a representative immediately obliged his cancellation request and granted a refund for the current billing cycle that he was cancelling as a good faith
effort to appease his concerns.  The representative also followed up with an email response to his request explaining the Care.com refund policy, as well as the actions that had been taken on his account.

I do again apologize for the experience, and if *** ******** has any other questions about his account would encourage him to reach out to us again and we would be happy to assist in any way that we can.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/13/14 I purchased a three month membership to care.com on the companies web site using my discover card for $62.40. After reviewing the details of the membership I decided to cancel the membership in the babysitting company. On 2/19/14 six days later I called the customer service for the company. I asked that I be allowed to cancel my membership and receive a full refund. At that time the rep said that I was not able to cancel my membership due to the fact that I had received information regarding care givers that wanted to babysit for my family. I had received some information from a few sitters but never acted upon it or used any of the sitters. After only six days I said that is not right I never used anyone from your service and should be allowed to get my money back. The rep said no I could not cancel but she would reduce my charges to a one month membership. Roughly half of my money back, I said that did not seem fair and I would dispute the charge with my credit card company. The rep said go ahead and then hung up on me. It was not a pleasant conversation and as you can imagine I was very unhappy and quite disappointed in care.com. On 4/1/14 I initiated a dispute with discover card over the $62.40 charge, but care.com said they had no record of my cancellation and discover would not refund the money. Of course they had no record because they would not let me and then hung up the phone on me. On 4/15 I called care.com again and talked with a gentlemen who said that was there policy and since I had filed a claim with discover they would not even give us half of the money back. I am sad that a company would sully there reputation over $62.40. I realize it is not a lot of money but I should not be treated like this from this company.

Desired Settlement: I would like $62.40 returned back to my discover card. They should have let me cancel after six days.

Business Response: Ms. ****** recently upgraded her Care.com account, and we understand that she did not end up hiring a caregiver through Care.com. Unfortunately, Care.com cannot guarantee that its members will hire someone through the site, and so cannot offer a refund for this reason.  The Care.com Terms of Use, agreed to upon enrollment by all members, also outlines that once a membership has been purchased, it cannot be refunded.  I am including these terms for your reference here: "No refunds or credits will be provided for account cancellation requests received after the account has been billed. In addition, no refunds will be granted for any donations to third-party organizations that are made while enrolling or using the Site. At Care.com's sole discretion, refunds or credits may be granted in extenuating circumstances, as a result of specific refund guarantee promotions, or to correct any errors made by Care.com. " Additionally Ms. ****** contacted 4 other members on the site regarding the care she is looking for.  Sending messages, specifically, is one of the benefits of the premium membership that she paid for. While I am very sorry that Ms. ****** was unable to find exactly what she was looking for on the site, I would also encourage her to take advantage of the remainder of her membership, which is valid until 5/13/2014.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: We do again apologize for the experience Ms. ****** had while speaking to one of our representatives. Unfortunately, as was previously stated and as per policy there are no refunds for subscriptions that have been utilized. At the time that Ms. ****** had called, the representative was willing to make an exception to this policy as a courtesy and switch Ms. ****** from the quarterly subscription to the monthly, as well as issue a partial refund for the difference between these two options. Unfortunately, Ms. ****** later disputed the charge through her credit card company, and as it has been disputed through them, we are no longer able to refund any of the charge. Ms. ******'s subscription is set to downgrade at the end of her current billing cycle on 5/12/2014, and she will continue to have the full premium access that she had paid for on her account until that date.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

There is no response that I will accept from your company other then a full refund. So as your policy states no refunds I guess I am out of luck. Hope that your company treats others better.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used care.com to search for a nanny twice within the past seven months and paid one month subscription each time. I accidentally found out that care.com automatically renewed my subscription for charged my credit card for all seven months, even the months I did not use the service. In the subscription purchase page, the 1-MONTH SUBSCRIPTION is highlighted, implying that this is only a one time deal. There is a tiny, fade-out language saying the subscription is automatically renewed, but it is difficult to notice for an unwary eye. There was no email or other communication during the seven months period to notify me that I would be billed or charged. There is no other hyperlink on the purchase page to redirect me to a terms of use. When I called, the customer service lady had some hard time to find the exact language in the terms of use. Even care.com itself listed something called "10 COMMON MISTAKES" by saying a customer is not likely to find the auto-renewal language. Should I have known the auto-renewal I would definitely cancel the next month after searching. This kind of layered contract is adhesive and coercive, and against UCC 204 and 207. There have been many court cases ruling against finding a contract formation based such deceptive and fraudulent practice.

Desired Settlement: $185.25

Business Response: We want to acknowledge that Mr. **** claims to have not understood the Care.com subscription when he enrolled with Care.com. The screen shots attached show exactly the steps that Mr. **** had to take to enroll in Care.com. We sincerely hope this explanation helps to clarify the matter.  The first screen shot is the exact pricing chart that Mr. **** would have seen when he selected his membership. Please note that each of the subscription options are starred, and in the gray lettering just below the subscription options it very clearly states, "All subscriptions are automatically renewed until cancelled." At the bottom of the same page, a more detailed disclaimer explains the subscription agreement just above the Upgrade Now button. Mr. **** had to press the Upgrade Now button in order to proceed with his purchase. We have attached a screen shot of this page as well. For clarification, the text reads "By submitting this form, you agree that your credit card will be charged according to the subscription terms of the plan you selected above. You also agree that your subscription will automatically renew at the end of each subscription period, and your credit card will be charged according to the above terms for your plan, unless you cancel your subscription before it renews." We would also like to point out that all Care.com memberships are pre-paid and renew automatically unless cancelled. The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Care.com does not take liberties to opt members into a subscription that they did not choose for themselves. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies the membership options that Mr. **** was given and illustrates how readily available this information is during enrollment. I would encourage Mr. **** to reach out to us at any time in the future for clarification or assistance with his account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The response from care.com is in total ignorant of the law. Since my contract with care.com was formed in California, I will cite California law for example. The Care.com practice is fraudulent and unfair. The current Unfair Competition Law (UCL) and false advertising law prohibit against false and misleading statements. Moreover, UCL prohibits not only advertising which is false, but also advertising which[,] although TRUE, is either actually misleading or which has a capacity, likelihood or tendency to deceive or confuse the public. It is enough to show that members of the public is likely to be deceived. ***** v. ****, Inc. (2002) 27 Cal.4th 939, 950, 119 Cal.Rptr.2d 296, 45 P.3d 243. "Likely to deceive" implies indicates that the ad is such that it is probable that a significant portion of the general consuming public or of targeted consumers, acting reasonably in the circumstances, could be misled. ***** v. ******* * ****** Co. (2003) 105 Cal.App.4th 496, 509–510, 129 Cal.Rptr.2d 486. This is on top of everything we learned about how unequivocal such a link as on care.com website should be over the years of e-commerce. In this case, the link notifying the automatic renewal is grayed out and not easy to find. Even Care.com acknowledged that when an ordinary customer is in a hurry to find a babysitter, this notice is likely to be missed. In the BBB review, there are about 30 reviews filed this year alone. 10 of them are complaining about this billing practice. That is 30% of general public. Not to mention people like me did not even bother to write a review. Putting some signs on the website without a hyperlink, without giving a customer notice and asking for specific permission for renewal, and as some of the reviewers pointed out, making a subscription very much like a one month deal, make care.com's conduct violation of UCL and other false advertising laws.

Business Response: We want to acknowledge that the member Mr. **** claims to have not understood the Care.com subscription when he enrolled and feels deceived by his experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Mr. **** if he was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Mr. **** to reach out to us at any time in the future for clarification or assistance with his account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have found caregivers through care.com in the past, since 2009. When I need a nanny, I sign up, find the nanny, and I'm done. I do not need continuous service. I signed up again in June or July of last year and was solicited for a three month membership for $67. Although I didn't think I needed that much time I thought, "what not?" I found a nanny in July 2013 who started in August 2013 and is still with me. We are relocating to *** ****, Ca in June 2014 so I will be needing a new caregiver. I went on the care.com site to renew my membership and find a new nanny and found out inadvertently that they have been billing my account quarterly since June of 2013. Apparently I am not the ony complainant with this issue. I immediately sent them an email (which they don't make easy or accessible) and received a generic response that everyone gets and further advising that my membership wows paid through June of 2014, at which time my credit card will no longer be billed. Currently I am still able to use the service but if they search their system they will clearly see that I had never logged in prior since finding and hiring my nanny back in July 2013. Care.com seems to be using predatory practices in order to get honest consumers to sign up for long term services that they don't know about. Why would I sign up for their service for one year when I found a nanny? Their response to me so far has been that I agreed to this under the terms and conditions and they quote their ridiculous refund policy but I'm here to tell on that their system of business practice is unscrupulous and not transparent. If enough people complain the State of California will deny them the ability to conduct business here. I am working on that right now. I wonder just how many people out there are getting billed monthly and quarterly and don't know it. I am requesting a refund for two quarters that I feel I was wrongly charged for services not used and I want this company to start being transparent in how they are making their money.

Desired Settlement: Care.com provides a good service but heir billing practices are predatory. They need to fix this and make the customers who were hurt by this whole.

Business Response: We want to acknowledge that the member Ms. ******* claims to have not understood the Care.com subscription when she enrolled with Care.com. All of our subscriptions automatically renew until cancelled, which is clearly stated on the upgrade page underneath the three subscription options. We have included a screen shot of the exact page that Ms. ******* had seen when she had selected her membership. We do apologize for the confusion, and while we do typically have a very strict refund policy we have refunded one of the renewal charges on Ms. *******'s account as a courtesy. While processed today, refunds can take up to a week to reflect in bank statements. We have also included a copy of the refund transaction below for Ms. *******'s records. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. I sincerely hope that this clarifies the membership options that Ms. ******* was given and illustrates how readily available this information is during enrollment. I would encourage Ms. ******* to reach out to us at any point in the future for clarification or assistance with her account. ******************   04/14/2014  05:37:34  CREDIT   ********   ($67.00)  Approved

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

I want to add the following: this should have been resolved at the customer service level and not have escalated to BBB via a formal complaint. There are other similar complaints which indicate to me that Care.com needs to improve in this regard. Lastly, I just want to confirm, per my confirmation email from Care.com that my current access is available through 6/15/2014. At that time, my subscription will be canceled. Please confirm this as I do not have trust in the "cancelation" process. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought premium membership from care.com on 2nd April and called them on 3rd April to cancel and refund but they were unable to do so. Very bad customer service and unprofessional.

Desired Settlement: I should be refunded my $45.

Business Response: *** ***** recently upgraded his Care.com account, and we understand that he may have been confused about the subscription that he was purchasing. When *** ***** upgraded his account, he was able to send messages, and view and request background checks. Because *** ***** utilized these features of his premium subscription, he is not eligible for a refund. The Care.com Terms of Use, agreed to upon enrollment by all members, also outlines that once a membership has been purchased, it cannot be refunded. I am including these terms for your reference here: "No refunds or credits will be provided for account cancellation requests received after the account has been billed. In addition, no refunds will be granted for any donations to third-party organizations that are made while enrolling or using the Site. At Care.com's sole discretion, refunds or credits may be granted in extenuating circumstances, as a result of specific refund guarantee promotions, or to correct any errors made by Care.com."*** *****'s subscription is set to downgrade at the end of his current billing cycle, so there will be no further charges on his account. We again apologize if *** ***** was unaware of our subscription plans, but he will not be eligible for a refund per our Terms of Use.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for care.com who advertised quality care. This was not the case everyone I hired from this services was less than professional I thought maybe i had just gotten a bad person but this was not the case. The last person I hired turned out to be the worst she quit with less then 24 hour notice and then I had to call the police to file a report because she refused to give my keys back. I now have to get my home re-keyed and I found her on care.com. I informed them and asked for only the last payment I made to them back I spoke to a women named ******** who was rude and refused to allow me to speak with anyone else when I asked I was not given any information to escalate the call to try and get resolution. I was offered one month free but why would I continue to use this service and you don't know who your hiring and they have no policies to protect the consumer.

Desired Settlement: I have paid for months of services but I only asked for the last month back because of the continued problems with this sight.

Business Response: We do apologize for the experience that Ms. **** had with a caregiver she met through Care.com. Care.com is not an agency and does not hire or employee the caregivers on our site. While we run our own verifications on all members, we encourage our members to do their own research as well, including running background checks, and verifying references. Unfortunately, Care.com cannot guarantee that each family will find the perfect caregiver, and cannot offer a refund for this reason. When Ms. **** contacted us, she spoke to a representative who handled her case and passed on her safety concerns to our Safety Team. She then requested to speak to a supervisor, and was told that while we cannot refund her account because she had been utilizing the subscription, we could offer her a free month subscription to continue her search. Should Ms. **** choose to continue her search, we would encourage her to visit our Safety Center for tips on the interviewing and screening process. We would also encourage her to utilize the background checks that we offer on our site. We do again apologize for the experience, and should Ms. **** want to use the site again we would be more than happy to give her the free month subscription that was offered to her.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I asked for a cooperate number to file a complaint and was refused. But if you can offer a free month then surely you can processes a refund what's the difference. 

Business Response: We do apologize for the frustration that Ms. **** is experiencing. Unfortunately, because Ms. **** had utilized the premium features of her subscription we will not be able to issue a refund on the account. All complaints and feedbacks about the site and service go through our Customer Service department. Her feedback was reported on to the appropriate departments when she spoke to a representative and a supervisor on 4/2/2014. If she has any further feedback, I would encourage Ms. **** to contact us through our 24 hour email support team, or by phone M-F.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did not utilize the services as you would suggest. Every one of my communications was through my personal email. I rarely log onto the site, never used it to pay anyone and never accessed a background check or references from your site all those things where done personally on my end. So if you want to say I used this site I will be happy to show you my gmail account records where I responded to all my emails.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been a member on care.com for many years. I have been a loyal member. It services nannies and families. I was a nanny on there with 18 yrs of good references and good reviews and they let someone lie about me on their site. They let a parent give a bad review of me. The parent was rude, vulgar, and offensive to me and so I had to leave them suddenly because I didn't feel comfortable going back. After a month the parent wrote a bad review on me out of spite. I asked care.com to remove it because the family was horrible to me and then lied on my review. Care.com only let me respond to the review but left the bad review on there for all other families to see. This is defamation of my character. I refuse to let one man lie about me on the site and force me to close my account after years and years of being a member. Care.com did nothing at all to help me and so I had to close my account. I want my account back and I want the bad review removed. I asked to speak to a manager and someone names ***** refused to let me speak with one. I feel like it is ruining my career and it truly very unfair. Their site is where I found this terrible family that was so rude to me and yet the site let the family say bad things about me! I said nothing about the family because I am nice and didn't want to complain. I wanted the family removed for lying and saying sexual content to me while I worked there but care.com did nothing.

Desired Settlement: I want my account back and I want the feedback removed and the member blocked from my account.

Business Response: We apologize for the experience that Ms. ****** had with the a family she met through the site. We first want to confirm that Ms. ******'s concerns regarding this situation have been addressed and appropriately reported to our Safety Team. As stated in our Terms of Use that Ms. ****** agreed to when she enrolled with the site, Care.com has no obligation to remove any reviews or other information posted on the Site about you or any other person or entity. If you disagree with a review, you may post one rebuttal to the review, provided your rebuttal complies with these Terms. The author of a review can always remove or request removal of a review they have written. When Ms. ****** emailed in, the representative she emailed with appropriately handled her case. She explained our policy regarding reviews to Ms. ******, and had a supervisor review the case as Ms. ****** had requested. The supervisor reported back that the representative Ms. ****** had been emailing had handled her case appropriately. We do apologize again for the situation, and wish Ms. ****** all the best in her job search process. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

When I signed up years ago there were not reviews so this is not accurate.  Also other nanny sites take off reviews when they are put on by liars. It is unethical to leave inaccurate reviews on the site and ruin my 18 yrs of a good reputation. Also I put in a complaint because of the crude things the parent had said to me and the site has done nothing about that either. I have never had trouble with a family before and the parent said awful things to me making me uncomfortable and so I left. I should not be punished for that and the site should care what members they have but they dont. I refuse to just this go. All I asked was for my account to be back to normal without the review I didnt ask for anything unheard of. It is defamation and the site is doing nothing about it.  

Business Response: We want to acknowledge Ms. ******'s dissatisfaction with our policies regarding reviews, and her experience with the site. As previously explained, and as per our Terms of Use, Care.com has no obligation to remove and reviews or other content posted on the site. If a member disagrees with a review, they may write one rebuttal to the review telling their side of the story and what happened. The author of a review can at any time request a review to be changed or removed.  Ms. ****** also agreed that she may not terminate an account and re enroll to prevent a review from being posted on her profile. Additionally, we do want to confirm that Ms. ******'s concerns about the experience she had have been passed on to our Safety Team to be investigated. We again apologize, but as has been explained to Ms. ****** and as per our Terms of Use, only the author of a review would be able to request it to be removed from the profile.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Why was nothing done about my complaint about the family? I understand that you arent going to do anything and that is fine. I was a loyal customer for 7 yrs and will definitely be letting people know about this. You cant just let people say anything that they want and ruin peoples reputations. I do not accept that at all. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Care.com promises to have highly qualified nannies on their website. I trusted their site and posted a job. I also used their site to hire a nanny and perform a background check on the nanny. After having the nanny in my home for less than 2 weeks it was discovered that valuables - including jewelry, passports and social security cards - were missing. We then discovered multiple lies and have copies of emails of this nanny saying terrible things about our family. Then it was discovered that she has been in other employers homes without their knowledge and valuables have also been taken from their home.I not only had to file a police report but also replace the locks on my home. I simply asked care.com for a refund for my subscription and the background check that they performed - which the applicant passed. We feel horrified and totally violated with this individual whom we hired through care.com. The company refused both refunds. We feel this is unfair as we currently watch their advertisements on TV promising the best care for children and families.

Desired Settlement: We would like a refund of our care.com membership and the $80 background check that we paid for.

Business Response: We first want to apologize for the experience that Ms. **** had with a caregiver on our site. Care.com is not an agency so the caregivers on the site are not employees of Care.com. We always encourage our members to do thorough reference and background checks, both through the site and on their own. We do everything we can to ensure the safety of all of our members, and are sorry if this was not the experience that Ms. **** had. Unfortunately, we will not be able to refund the background check that Ms. **** had purchased on her caregiver. All background checks are run by a third party and are non refundable. However, we are more than willing to refund the subscription charges on her account, as reflected in the transaction history below. We want to assure Ms. **** that we have addressed her concerns, and they have been reported to our Safety Team for appropriate action and investigation. Should she or the police department need any information from us regarding the situation, we would be more than willing to assist in any way we can. We again apologize, and wish Ms. **** and her family all the best. ******************     03/28/2014 02:31:53     CREDIT      ********     ($12.12)  Approved ******************     03/28/2014 02:31:48     CREDIT      ********     ($12.12)  Approved 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

While I appreciate that Care.com has finally agreed to credit back my membership (they refused to do so in 3 email exchanges before I contacted the BBB) I still feel that I am owed the $79 from the background check. I understand that the check is done by an outside party - but it is sold and advertised and guaranteed by Care.com. I paid my money to Care.com and got a background check that was completely incorrect. Because of the information I garnered from Care.com's site - I followed their recommendations step by step - and I hired a criminal. The $79 won't come close to replacing the 3 gold rings that were stolen, my passport or my children's social security cards that were also stolen. The $79 won't cover the hours of work that I missed when I had to immediately fire the nanny and file a police report and stay home until I found new care for my children. The $79 won't come close to covering the amount of money that it will take me to change the locks on my house. It also doesn't come close to covering the fact that I feel completely violated in my own home, and horrified that I left my children in the care of a criminal! Nor does it help my children who had to go through a very confusing experience. Again I understand that the report was done by an outside party - but that is an issue that Care.com can take up with the outside party. Knowing what happened to me and my children - and they can feel free to check the police report that I've filed and the passport I've reported as being stolen - it would be nice if they at least gave me my money back. I suffered these damages from a person I hired from their website - and they promise the best care around. I still see their adds on Facebook and elsewhere promising that they have the best nannies available. Apparently they need to do more vetting of the people they recommend on their website. It would be nice of them to admit this and give me my $79 back.

Business Response: We do apologize for the experience that Ms. **** had with a caregiver she met through the site. Care.com does not recommend any members specifically on the site, they are all individuals who have created accounts and are using the site to advertise their services. We do empathize and sincerely apologize for this experience, and have refunded the subscription fees that Ms. **** has paid. Unfortunately, as previously explained background checks are non refundable and we will not be able to refund the charge for the background check that Ms. **** had run. We do run verifications on all members of the site, and would encourage Ms. **** to review our Safety Center and Terms of Use for information on this. We hope the subscription refund will help, and again wish Ms. **** and her family all the best.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a Care.com account for one month. In other words, I was under the impression that I was signing up for one month only. Recently, I realized my account had automatically been charged for several more months. I contacted Care.com and was issued a refund of $35.00 of the $210.00 I asked for, which is the equivalent of the 6 months I did not use their service for. They also responded with a copy of their refund policy, which I understand. However, there is no point in time at which I was led to believe I would be entering any kind of auto-renew system. I explained this to Care.com and that if they were to review my account they would see that it has been completely inactive since the end of September, which is when I thought my month and therefore "subscription" was done with and I would no longer be billed. I was very polite with Care.com and kindly asked, after expressing the evidence that the account had not been used, to issue the remaining $175.00 of the $210 I originally asked for. The response was that this is not part of their refund policy. However, there was no response when I addressed, again, the nature of the automatic billing that I was completely unaware of. This seems like a scam when they clearly know I had not been using the service.

Desired Settlement: I would like a refund of $175.00.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I see that, in fact, the issue with the automatic billing is addressed.  However, I'm asking for a refund based on morals.  It is clear that I was not using the account in any way beyond the first month.  Any business with integrity would look at this and offer a refund based on the thought behind the issue.  Clearly care.com like to take advantage of me.  Thanks.    

Business Response: We want to acknowledge that the member Mr. ********** claims to have not understood the Care.com subscription when he enrolled and feels deceived by his experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Mr. ********** if he was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Mr. ********** to reach out to us at any time in the future for clarification or assistance with his account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up online using my credit card and cancelled my membership after 1 month. I cancelled online and also followed up with a phone call. I was assured that my credit card would no longer be charged. Since then I have been consistently charged with monthly bills for a service I no longer wish nor use. This is the fourth month in a row since cancellation. In dealing with this company, I have several issues: 1) They do not honor cancellations and harasses customers to repeatedly call to cancel service that is no longer required. 2) The company preys on busy moms who are too busy to check bills on a lien-by-line basis and continues to bill on credit card even after specific request to remove credit card number form their file. 3) Their contact information is not clearly visible on the website further making it hard for the very customer base, working moms with limited time, to follow up on any concerns or complaints. I for one will never trust this company ever again to provide them my personal or credit card information. They need to be held accountable for scamming decent, hard working folks.

Desired Settlement: I not only want my charges returned back but a more tighter regulation placed on this particular business. It looks like I'm not the first to be scammed by them since there have been several previous complaints.

Business Response: We would like to acknowledge Ms. ************** frustration and feedback regarding our site. We do apologize for the experience she had, and have reviewed her account as well. Upon reviewing the account, it looks like Ms. ************ had accidentally created and upgraded two accounts on the site, and while one had been closed at the time she claims, the other was left open and continued to bill. We apologize for any confusion with this situation, and recognize that this was a mistake that we would be happy to help resolve. We have refunded all overlapping charges between the two accounts, and ensured that both are now cancelled so Ms. ************ will have no further charges from us. This will be a total credit of 4 charges of $39 that Ms. ************ should see reflected in her bank statements in 3-5 business days. We have also included these transactions below for Ms. ************'s convenience. ******************     04/04/2014 05:29:58     CREDIT     ********     ($39.00)     Approved ******************    04/04/2014 05:29:54     CREDIT     ********     ($39.00)     Approved ******************     04/04/2014 05:29:49     CREDIT     ********     ($39.00)     Approved ******************     04/04/2014 05:29:45     CREDIT     ********     ($39.00)     Approved We do hope this helps, and should Ms. ************ have any further questions regarding her account, we would encourage her to reach out to us by phone at ************, 10am-6pm EST, M-F, or by email at ******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I authorized this company to charge my card for one month. They proceeded to charge me for 9 months in a row. I cannot find a customer service number that actually reaches a person I can talk to. I was able to leave a message after going in circles with their automated line. My bank has placed a stop- charge and filed a claim against them. I want my money back, and I want them to STOP CHARGING ME!

Desired Settlement: I want them to reverse these charges and remove my account.

Business Response: We want to acknowledge that Ms. ***** claims to have not understood the Care.com subscription when she enrolled with Care.com. This policy is clearly stated in the pricing chart that Ms. ***** would have seen when she upgraded her subscription, as well as in our Terms of Use that Ms. ***** had agreed to when she enrolled herself with Care.com. The auto renewal policy is also stated at the bottom of the upgrade page, just about an "Upgrade Now" button that Ms. ***** would have had to press to proceed with her Monthly subscription purchase. All Care.com memberships are pre-paid and renew automatically unless cancelled. the renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Care.com does not take liberties to opt members into a subscription that they did not choose for themselves. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. We do apologize if Ms. ***** had trouble getting in touch with a representative at Care.com. While we typically have a very strict refund policy, we did make an exception to this policy given these circumstances. We reached out to Ms. ***** on 3/28/2014, and explained that while we would normally only be able to refund one charge we would refund half of the renewal charges on the account as a courtesy.  At that time, we also closed her account at her request so there would be no further charges. We do hope this helps, and would encourage Ms. ***** to reach out to us at any time in the future for clarification or assistance with the site. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2014 Billing/Collection Issues | Complaint Details Unavailable
4/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a one-month service at care.com on September 11, 2013. I had a specific child care need for a specific time frame. I found a provider. My reading of the website was that you could purchase one month of service for $39, or other rate for longer periods of time, for example, an annual account. I used the service for one month, however the website continued to charge my credit card every month. My husband mistook the charge each month for our donation to "Save the Children" charity, otherwise we would have rectified this issue in October 2013, when care.com made the first erroneous charge. As we are budgeting for a change in employment, I just noticed that care.com had been making this charge. When I contacted the company, they refunded only $39, saying that their legal documents warn consumers of this re-occurring charge. Had I received an email receipt notifying me of the charge, I would have cancelled my account. However there was no monthly email receipt. I find this arrangement with care.com to be predatory.

Desired Settlement: It is fair and equitable for care.com to refund my credit card for the balance of $234 for charges they made to my credit card for a service that I did not want or use.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I understand that you have legally covered yourself in this matter with one simple momentary screen shot.  In fact, I have no email record of that screen shot you sent me.  What if someone, like me, did not see that?  I would hope that in good faith, and as a business wanting to maintain it's good name, you would come to the table and offer at a refund.  Clearly your records show that I only used your service for one month and that I never signed on again.  I thought the account was closed.I think all your customers would appreciate an email reminder that they are being charged.  My electric company sends me an email receipt each month, why not care.com?  I would have caught my mistake (of not realizing that the membership would continue to charge me), had my husband not mistaken the care.com charge on our credit card for our Save the Children account.  Can you see how upsetting this matter is to me and my family?  My husband thought we were donating this portion of our earnings to children in poverty.  Again, in the name of doing the right thing, I see it fit that you make amends. Very

Business Response: We want to acknowledge that the member Ms. *** ********** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. The screen shot that we previously sent was the exact screen she had seen when she initially selected a subscription option. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. *** ********** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. *** ********** to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You are clinging to the letter of your legal documents, and not the intent---unless you intended for people like me to make this very mistake for you to profit from.   Again, my husband mistakenly though that the $39/ month was going to our Save the Children account.  I humbly request that you come to the table with this settlement that is acceptable to me:  make a donation to Save the Children (savethechildren.org) on my behalf in the  amount of $234.  Clearly you can see in your records that I never logged in or used your service.  My husband thought that it was going to this organization, so I request that you send it there with verification from Save the Children to me.  You are a huge business, this will not hurt you, but show your good will to your customers and children in poverty.  It is very ironic that you are called care.com, but that you don't seem to care much about this customer or the fact that my husband thought our hard earned money from this single income family was benefiting children in need as opposed to an apparently greedy corporation---that is, unless you use this opportunity to prove otherwise.  Please come to the table for this offer. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/8/2014 Billing/Collection Issues | Complaint Details Unavailable
4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been signed up with this company about 5 years ago and had a great profile with awesome reviews and connections. No one had a bad word to say about me and I have 10+ families who would back me up and speak for how hard I work and the services I provide. I built some great relationships through this. Out of the blue, I get an email from them stating that they terminated my membership and notified every single person I've had contact with through their website of the fact that my membership was terminated. I was given no opportunity to defend myself, nothing was checked into to see if the member who reported me had a valid reason for doing so. Nothing. All I get from them is their recited spiel about how because they have in their disclaimer that they can terminate a membership at any time with no reason, that makes it final. So they're telling me that I can't ever get back my membership and use their services for the rest of my life. Why is it ok that anyone can hit that report button on someone's profile and get a member terminated but not really need to have a good reason or at least have their claims be looked into and verified???? This is absolutely ridiculous. If they continue to run their company like this, they won't last long. I had passed a background check and didn't have so much as one bad review but I'm being punished. For what? Because someone reported me and told lies about me? Except I don't even know if this is the case because I can't even be provided with a reason why my membership was terminated. I will be telling others what happened and I won't be recommending Care to fellow nannies or families that I know.

Desired Settlement: This absolutely needs to be changed. Every Care.com member should have a chance to have a complaint against them looked into and the chance to have their profile reinstated. This means that every disgruntled person can simply go and report a person that they felt did them wrong even if the accused is innocent and actually is a very reliable, experienced, honest person. This person then loses their chance at jobs or great child care providers all because one person was angry or upset about something. You chose Care.com as a name because I'm assuming you do care so come on, let's prove it!!! Your policies need to be re-examined. Yes, people need to be protected from members who aren't so safe and don't have the best intentions, but who's protecting and standing up for those of us who are innocent and being lied about??

Business Response: As per her request we have reviewed Ms. ********'s case and unfortunately the decision to close her account is irreversible. Furthermore, when we terminate an account we are not required to disclose the specific reasons as to why the account was removed. Per our Terms of Use, Care.com reserves the right, among other things and in its sole discretion, to terminate a membership for any reason or no  reason, with or without notice. We apologize, but Ms. ******** will not be able to re-enroll on Care.com. If she has any further questions or concerns please refer to our Terms of Use. Section 5, which we have included below, provides the exact information pertaining to her concern. 5. Termination of Registration In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I absolutely do not accept their response. How can they believe that repeating their terms and conditions back to a customer for every situation is proper customer service and resolutions to issues? I was never even given a chance to respond to my account being terminated. They won't tell me why, but I can tell you the reason was not legitimate cause I HAVEN'T DONE ANYTHING WRONG. This is not any way to run a business and I hope more people come forward to tell their stories because that's the only way anything is going to be done about it. When they say that they have the right to terminate an account for any reason or no reason, what they really mean is that they'll always shut an account down for no reason. I've done my research since this happened. There are a ton of other stories out there exactly like mine. I used them to find jobs as a nanny. They, out of the blue, shut my account down and I can't even know why???  This is the most ridiculous thing I've ever heard. I'm sure the other nanny websites don't at all mind the business that's being pushed to them on a daily basis. Enjoy this company while it lasts cause it's not going to be for long if they continue running it this way!

Business Response: We do apologize for the frustrations that Ms. ******** is experiencing. Unfortunately, the decision to close an account is irreversible. Pursuant to the Care.com Privacy Policy and Terms of Use, Care.com is not required to release the specific details as to why an account has been closed.  As a membership-based online community, Care.com reserves the right, in its sole discretion, to remove a member's Care.com membership for any reason or no reason. We do apologize, but Ms. ******** will not be able to re-enroll with Care.com. We will be happy to pass on Ms. ********'s feedback regarding this policy, and wish her all the best in her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I joined Care. Com to get jobs in babysitting, tutoring and care-taking. I paid for a premium membership and yet my profile was not approved as they stated in the email, yet they kept my money. I have been a teacher and mother for 25 years, why wouldn't I be qualified to teach children and if I'm not approved they need to refund the money immediately. The other very infuriating issue is that they are 100% unavailable to be contacted. A business that is in the business of communication and care only has a FAQ page for roughly 5 possible problems and in no way can be contacted directly. I want my money back immediately and for them to contact me confirming. Thank you.

Desired Settlement: REFUND and PHONE CALL confirming is was complete.

Business Response: We apologize for the frustrations Ms. *******-********** is experiencing regarding the approval process and her account. Everything that gets submitted on the site does have to go through an approval process. We have looked in to Ms. *******-**********'s account and confirmed that everything on it has been approved, and that she was billed on the same day her profile was fully approved on the site. Ms. *******-********** has also reached out to our e-mail team on 3/21. The representative she emailed with explained that her profile is approved, her applications have been sent out, and she can search for and apply to jobs. I would encourage Ms. *******-********** to continue searching for and applying to jobs on the site. Should she have any further questions about her account, she can reach our call center at ###-###-#### M-F, or continue to contact us by email 24 hours a day. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/11/14, I placed a phone call to the Care.com CS Rep after noting that they had continued billing my credit card, even after I had canceled my account. I was informed that my account was never canceled, as I thought it was and if it had been I would have received an email (which I did not, and did not know to expect). Please also note that after the month I signed up for, they not only kept billing me, but increased the cost 33%!! The CSR that I spoke with was limited in her ability to provide assistance. I asked for a supervisor to call me back to resolve this issue. The CSR said I would receive either a phone call or email by close of business. I repeatedly stated to her that I did not want to receive a response via email and I wanted a phone call. However, just before close of business I received a very canned response from a CSR, immediately followed by a satisfaction survey (how ironic!). The email did nothing to resolve the issue, and I never received the phone call I requested.

Desired Settlement: I have not used the service since October. The CSR I spoke with did refund the most recent billing, but that is not satisfactory. I would like to be refunded for all of the months I was billed after my original month of service. A bare minimum, would be to at least refund the $10 a month they increased the charge (for a total additional refund of $40, as I signed up at a $30 rate, and they increased it to a $40 rate for the additional months).

Business Response:

We want to acknowledge that the member *** **** claims to have cancelled her Care.com subscription. Any time a cancellation takes place on a Care.com account, the member automatically receives an email confirmation both to their Care.com inbox and their personal email account, and the subscription will then cancel at the end of the current billing cycle. There is no cancellation that had taken place on *** ****'s account prior to her contacting our customer service department on 3/11. When *** **** had reached out to our customer service department, the representative she spoke with explained this, and encouraged her to forward us the email confirmation that she would have received had she cancelled.


When *** **** had originally signed up for a subscription plan, she had used a promotional code that gave her a discounted price for the initial subscription length. She agree that all renewal charges would be back at the full price of the subscription.


The representative that *** **** spoke with explained that Care.com can not guarantee a phone call to follow up with a case. A supervisor did review her case and followed up with her within the time frame the representative had given.

Consumer Response:

 

This response does NOTHING to resolve my issue! It is a generic response with NO attempt at resolution. It is obvious to me that Care.Com has no concern for it's customers. To speak with a customer service supervisor by phone, is not a crazy request. I repeatedly told the original CSR that it was NOT okay to respond by email, yet that is what Care.com chose to do, obviously showing no CARE for their customers. It is crazy that BBB rates Care.com so highly, when they have so many cases with rejected resolutions.

Regards,

 

 

 

Business Response:

We want to acknowledge that *** **** is frustrated by her experience with Care.com. As the representative she spoke with explained, and as per policy, all cases are reviewed by a supervisor before being followed up with. Further, we do not guarantee that a member will receive a phone call to follow up with their case. The representative she spoke with explained that she would get a follow up via email or phone.

As we previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit. I apologize to *** **** again if she was not aware of this, but this information was readily available during enrollment both on the initial upgrade page when *** **** had selected her subscription, and in the Terms of Use that all of our members agree to upon enrollment.

Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F. I would encourage *** **** to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I terminated this service in May 2013, this company has continued to bill me monthly. I am due a refund of 39.00 fore each month, a total of 312.00 for 2013 & January. I have ******** ******* cancelling February & March.

Desired Settlement: Credit refund of $312.00

Business Response: We do apologize for this experience, and have located two accounts in *** ****** name. We have refunded all overlapping charges, as well as charges since *** **** had cancelled her account. Additionally, we have downgraded both accounts, effective today, so *** **** will not see any further charges going forward. This will be a total of $469 that *** **** will see refunded in her account in 3-5 business days. Should *** **** use the site again in the future, we would encourage her to make sure she receives an email confirmation any time she cancels her account, and to reach out to as at any point for any questions or clarification regarding her account.
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********


Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com does seem to do a good job connecting customers to caregivers. But it does so using the sleazy, big-headline bait of "free" and the deceptive, small print switch to "subscription forever" buried in number 8 of the user terms which you have to click on to bring up; you then need to wade through oceans of innocuous tedium to reach the un-highlighted info about a Subscription -- with no fee clearly listed. I just figured this out now, a couple of years after using the service once. (As I said the service was fine.) But the company now had my credit card and began charging a monthly $30, which I did not realize. It is listed as Care.com on the credit card bill. In reviewing the bill, I thought my wife was supporting the charity Care and she thought I was doing so. It is impossible to believe that this misleading and deceptive practice is not part and parcel of the business plan, We intend to pursue this with the MA attorney general, and we are asking the Boston Globe to investigate. Just how many of Care.Com's customers are unknowingly paying an ongoing $30 a month to find a caregiver? How many are receiving an actual $30 worth of monthly services? Check out the website and try the sign-up process for yourself. My bad for paying too little attention; their very bad for duping customers.

Desired Settlement: credit for 30 months of $30 payments

Business Response: We want to acknowledge that the member Mr. ****** claims to have not understood the Care.com subscription when he had initially enrolled, and feels deceived by his experience with Care.com. The auto renewal policy is stated clearly on the upgrade page when Mr. ****** had first signed up, and is also stated in section 8 of our Terms of Use. When Mr. ****** had contacted Care.com on 3/17, his case was looked over by a supervisor. Upon further investigation, it was escalated again, and on 3/18 a manager from Care.com had reached out to Mr. ****** and his wife, and refunded an additional 20 charges to his account.We do apologize again for the experience that Mr. ****** had, but are are happy to hear that he had initially found the service useful. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F. I would encourage Mr. ****** to reach out to us again at any time in the future for clarification or assistance with his account.

Consumer Response: I have reviewed the response submitted by the business. I still believe the Care.com website is designed to entrap unwary customers with an auto-renewal provision. Nonetheless,  

I have determined that the response does more or less satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Billing/Collection Issues | Complaint Details Unavailable
3/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is very misleading. For the subscription, they have 3 options. A 1-month subscription, 3-month subscription or a 12 months subscription. I wanted to find a nanny for my son and opted for the 1-month subscription. I figure one month would be sufficient to find a nanny. Being a new mom I blindly paid my credit card bill since I gave birth to my son 6 months ago. However, this month I took the time to review the charges on my credit card and realize that care.com has been charging me every month for the past 6 months. I didn't realize that I had to "cancel" my 1-month membership. I tried to resolved the issue with them. I tried to used logic like why would I pay full price for 6 months if I had any intention to used them for more than 1 month and paid almost twice as much in 6 months what it cost for a 12 months subscription. But they refused to hear me and help. I asked to talk to a supervisor and was told I would get a call back before the end of the day. But I got an email instead saying there is nothing they can do and to read the fine print. I would have appreciate a phone call back to try to resolved this issue. I replied to the person that sent the email and tried again to explain the situation and the logic I stated above but to no avail. I fell that this company is using that type of wording in their subscription page to confused people and in the fine print they say we need to cancel our "1-month subscription". Very misleading. They could very easily change the wording so people don't confused the supposed "1-month subscription". I am obviously not the only one that got overcharged by this company. Very shady. I wish I had check the BBB website before getting a subscription. I hope BBB can help me with this matter. And I hope care.com will change the subscription page so people don't get overcharged like a lot of us.

Desired Settlement: After calling them, they refunded this past month charge (March). I would like to get a refund for the remaining months beside the 1-month subscription I thought I was paying for. Meaning a credit of 156$ they charge my credit card without my authorization.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is not resolving my issue. I got the same response from them. Their subscription page is misleading. 1-month subscription is 1 month subscription. If they want people to opt for month to month they should word this accordingly. This is shady and they should re-word their subscription web page. How many people do you think they got like this? I am obviously not the only and until the wording changes, I am not going to be the last. I dont remember the fine print what so ever. SO this their word against mine. Since BBB can't help me get my money back that I DIDN'T authorize the charges willingly, I will have to find another way to get this resolved.  

Business Response: We want to acknowledge that the member, Ms. ******** claims to have not understood the Care.com subscription when she enrolled and feels deceived be her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ******** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ******** to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As stated earlier, care.com is misleading in their enrollment page. 1-month enrollment is 1 month enrollment not 6. Again why would I pay full price if I had the intention to be using their service for more than 1 month. I wish for care.com to do the right thing and see my logic and refund the month they over charge me without my authorization and acknowledge that their enrollment page is misleading. Seriously, why would I pay 39$ per month for 6 months when I can get the one year membership for 13$ a month. I really hope it will be obvious to care.com that this was obvious that I had all the intention of using their service for only 1-month like I thought I was getting from their enrollment page. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 3 month autoship November of 2012 and I went in on February of 2013 to cancel my service. The debit card we used was my husbands company debit card. Just recently reviewing all of our statements we noticed that it was never canceled. I have contact Care.com and they told me that I never canceled my autoship and will not honor my refund. I keep emailing over and over again and I am getting no where. I call and you never can talk to anyone. It is on the internet how care.com does this and then they blame you for their mistake. http://www.sitejabber.com/reviews/www.care.com#** ******* has emailed me back to say that they will only refund one month. Very frustrating you can't talk to a manger or resolve this over a phone. They just keep ignoring it and hoping the consumer will go away! I am looking for a refund from March of 2013 to January 2014. I hope you can help me I don't know what else to do.

Desired Settlement: To get a refund from the time I canceled the service, which I stated above. Thank you, ****

Business Response: We want to acknowledge that Ms. **** claims to have cancelled her auto renewing subscription after 3 months. When she initially emailed Care.com, the representative she spoke with had explained that her subscription had never been cancelled. Another Care.com representative had reached out to her on 3/4 regarding her case, issued a refund for the last charge on the account, and asked to clarify when she had cancelled so we could look further in to the case. On 3/4, the representative followed up to check in to Ms. ****'s claims, and found that Ms. **** had not cancelled the account, or logged into the account, in the time frame she was claiming to have cancelled it. A member can cancel their subscription at any point through their own account, or by contacting our Member Care department via email or phone. Any time an account is set to downgrade or downgraded to the basic membership, the member receives a message to their Care.com inbox as well as an email to their personal email address. I would encourage Ms. **** to find a copy of either one of these messages and forward them to our team and we would be happy to take a second look in to the case. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have repeatedly told care.com that my email that was sent to me was over a year ago, that it is not in my deleted messages.  Again, this is an error in their system, not mine.  I went online to cancel my membership! This is something that happens to many people, Care.com charges their card after they cancel and won't refund them and denies the the person ever canceled.  To me this is a scam and very unprofessional.  All I am looking for is a refund, and just for one month.  I think we can come to agreement on this situation.  they need to check their system and find out why they continue to charge people after they canceled

Business Response: We want to acknowledge that the member Ms. **** claims to have cancelled her subscription. However, when we did check in our system this was not the case. Ms. **** had not logged in to or cancelled her account in the time frame she is claiming. We have already refunded one month to Ms. ****’s account. When Ms. **** contacted Care.com on 3/1/2014 and 3/4/2014, a representative immediately obliged her cancellation request and granted a refund for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  The Care.com Terms of Use at the time of Ms. ****’s enrollment, and as was illustrated in the previous response, clearly outlines Care.com’s refund policy, to which an exception has been made for her circumstance. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. **** to reach out to us at any time in the future for clarification or assistance with her account.  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The last email ******* sent she gave me ************, same on that is on your website.  I have call that number several times and you can't get in touch with anyone in regards to your bill.  No one will speak to you about it, you have to keep emailing back and forth to hear the something over and over again.  I am not accepting this response from you!  I know I cancelled it, how can you tell me I didn't log in? Why doesn't a representative or a manager pick up the phone a call me, when I have stated in all of my emails that I want to speak to someone in regards to my bill?  You keep saying the same thing to call the number I provided in the beginning of this email. When you call no one can handle that matter.  So what does this tell me?  Any other company stands behind there products and gets on the phone to resolve the issue on hand but this is the way you escape your wrong doings, by not speaking the person.  As I copied and pasted to you that it is all over the internet it is common you do this.  Your not going to accuse me of not canceling my membership.  This is a scam!  If this is not resolved as I stated before in my emails to you, I will have to get my attorney involved. I have a copy of all my emails that went back and forth to care.com, they didn't refund me right away until I had to make a stink to get a refund!  emails to prove it.  Again, you can simply keep saying I didn't log into my account, it is your word against mine, how do you know,  at that time something didn't go wrong with your system? It seems to happen to care.com often!  Regards,**** ****    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/24/2014 Billing/Collection Issues | Complaint Details Unavailable
3/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com claims to have multiple professionals who are experts in their career field. I needed a special needs caregiver that also provides housecleaning, transportation, and running errands. According to their website, I narrowed down the search by their standards and they provided of list of individuals who supposedly provides these services. NONE of them provided those services. This is the 3rd time I've tried Care.com and I have had the same outcome. I do not feel they're a legitimate company. I think they set up phony profiles just so people will pay their fees, which means they are stealing from innocent people looking for care.

Desired Settlement: I would like a refund of $50.00 in the form of a check so I may keep it for documentation. Thank you.

Business Response: We apologize if Ms. ***** hasn't been able to find the care she was looking for. Ultimately, Care.com is a self-service website where individuals can create profiles and search for jobs or caregivers in their area. Care.com is not an agency, and does not hire any of the caregivers on the website. We have found an account under Ms. *****'s name, however there has been no activity on the account since 2012, and the account has never been at the premium membership status. We allow members to post jobs with the basic membership, as well as start getting responses to their job posting before upgrade. This way, our members can see if there is interest and availability in their area before deciding to upgrade and pay the membership fees. I would encourage Ms. ***** to reach out to us for assistance with her account and clarification on how the site works, as well as review our Articles & Resources page for tips on the hiring process. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have contacted Care.com three times.  NONE of their candidates have proven to be available or real.  I want a refund in the amount of $50.00.  They are a huge corporation.  Why are they refusing to reimburse one of their customers who have paid in the past with the exact same results and never complained?  They must be desperate for money, which shows it's not just me who has complained.  Infact, they have received over 300 complaints already with the same issues as I have had.  I want a refund in the amount of $50.00 ASAP.  Thank you. 

Business Response: As we had previously explained, there were no accounts in the system with the information Ms. ***** provided that have ever been charged, or where she has ever contacted us. We would be happy to search for the account and try and resolve the issue, but are unable to from the information she has provided. Unfortunately, Care.com cannot guarantee that its members will hire someone through the site, and cannot offer a refund for this reason. While I am very sorry that Ms. ***** was unable to find exactly what she was looking for on the site, I would also encourage her to take advantage of all of the features of her membership. We do encourage all caregivers to update their availability and hide their profiles if they have any schedule changes. Families are also able to view the availability schedules, and can see when members have last logged in so they can see if the caregivers they are interested in have been recently active on their accounts. I recommend Ms. ***** utilize both the Posting a Job feature, as well as the direct messaging feature to make sure she is reaching as many caregivers as possible on the site.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2014 Billing/Collection Issues | Complaint Details Unavailable
3/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint several weeks ago a (*******) and was told to call the Care.com back and they would provide me the information that I wanted and the case was closed. This case should not have been closed. Care.com did not honor the response provided to the BBB. I was a member several months ago and an individual that I contacted to do some work was unavailable. Since that time this individual has emailed me and told me that she would like to work for me, but Care.com has removed her contact information from my, so that I cannot contact the individual. I paid for that individual's contact information during the time that I was a member and I should still have it in the emails that she sent to me, but Care.com has a practice of removing information that has already been paid for, so that you will have to join again to get it. In the resolution, I was told to call Care.com and they would provide the information. I just got of the phone with an uncooperative Care.com agent named **** that told me that she couldn't provide the information because it was a matter of privacy. She completely ignored what I told her about the BBB complaint and would not get a manager on the phone.

Desired Settlement: I want the phone number or email address for ***** *. from *********, GA. ***** emailed me on January 7th to let me know that she was available to work for me, however, I am unable to respond her, because I don't have her email address. I made contact with her when I was a member of Care.com several months ago.

Business Response: We apologize to Ms. ******* for any miscommunication. Ms. ******* reached out again to our customer service department on 2/20. She had requested contact information on a member that she had not exchanged information with while she was a premium member of the site. The stipulation that was given to her was that she could request contact information from members whom provided her with contact information while she was a premium member. The representative escalated her case to a supervisor for review. The supervisor had reached out to her through phone and e-mail communication to clarify the stipulation and to also try and assist her with her request. Ms. ******* did not respond back to the supervisor. At this point, we are still willing to try and help Ms. *******. We encourage her to respond back through e-mail to the supervisor who had contacted her. We also ask that Ms. ******* understand that Care.com has a strict Privacy Policy that we cannot violate.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I contacted the supervisor and she was of NO assistance. 

Business Response: We do apologize for the frustrations Ms. ******* is experience. Ms. ******* called and spoke to the supervisor on 2/28, and upon review the contact information Ms. ******* was requesting had not been provided to her in private messaging. Care.com has a very strict privacy policy and will not provide personal information of one member to another. Exceptions can be made on occasion if the information had been shared in a private message between the members. This was not the case for the information Ms. ******* was requesting. If she would like to contact any members of the site, we would encourage her upgrade her account again to do so.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Approximately on February 4, 2014 I went online to Care.com to find someone who would just come into my apartment to feed my two cats while I was away from Friday, Feb. 7th to Monday, Feb. 11, 2014. When I got online, Care.com advertised to join the site for free. There was no mention of monthly fees. I gave all the information they asked for plus my credit card number, which I was under the impression that the card number was to pay the sitter. Shortly after signing up I looked at my bank statement and found that Care.com had charged me $37.00 even though it was supposed to be free! I called Care.com and filed a complaint but they refused to give me all my money back. They credited my account for $7.40 and I didn't even get a sitter from them! They do NOT advertise the monthly fee and didn't even indicate that there was a monthly fee. It was advertised as joining for free!

Desired Settlement: I would like for Care.com to refund my complete amount that they stole minus the $7.40 to my debit card.

Business Response: Members are able to create an account for free on Care.com. With a free account, members can post a job and search for caregivers. Ms. ***** had chosen to upgrade her account during her initial enrollment process. Once upgraded, she was given the ability to contact care providers, view and request background checks, and view references. In this step of the enrollment process, Ms. ***** would have selected a subscription length, entered in her card information, and agreed to upgrade her account. Unfortunately, Care.com cannot guarantee that its members will hire someone through the site, and so cannot offer a refund for this reason. The Care.com Terms of Use, agreed to upon enrollment by all members, also outlines that once a membership has been purchased, it cannot be refunded. Additionally, Ms. ***** had contacted members of the site regarding the care she is looking for. Sending messages, specifically, is one of the benefits of the premium membership that Ms. ***** paid for. I am very sorry that Ms. ***** was unable to find exactly what she was looking for on the site.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Like the other complaints about this company, I have suffered 18 months of silent charges onto my credit card at $40 per month. I signed up in June of 2012 and had no idea I was being charged monthly until yesterday 3/4/14. This company is unethical and uncaring. They refunded me for one month and kept $680 for NOTHING! No services provided. They acknowledge that I have not logged on since June of 2012 but still won't refund me. Based on the over 300 other complaints that are on the BBB website about similar issues with this company, is there nothing we can do? They are running a shady business that preys on the fact that the people who need their services are busy working Americans who do not have the time to check their credit cards every month for silent charges. What large company has recurring charges without sending out a statement or email notifying the payer? Please help and put an end to this unethical practice... they must start notifying clients of recurring payments!

Desired Settlement: I would like a refund of $680 and that they start notifying clients of monthly recurring charges via email, mail, or text... so that this never happens to another client.

Consumer Response:



I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns 

What was not clear upon signing up is that there will be no further communication or statements from Care.com ever... Every other company sends out an email or hardcopy statement when charging a credit card.  Charges are not "silent" and without receipts for any other company.  There are over 300 other complaints like mine just on the Better Business Bureau website.  Look on sitejabber.com and you will find plenty more.  Clearly, THERE IS A PROBLEM WITH YOUR BILLING PRACTICES!  I cannot scream it loud enough.  Your company has been described as UNETHICAL, UNCARING, and SHADY numerous times.  THIS IS YOUR IMAGE!  Shame on you.  You will be hearing from my lawyer.  This has class action lawsuit written all over it!  Oh, and the media will be notified.

xxxxxxxxxxxxxxx

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a search access on care.com that included a prepaid package of 1 month search and 3 background checks. The company continued to charge me $40/mth. I caught it on my credit card and attempted to "down grade" my account to stop further billing but again noticed the bill on my account. I contacted pet support by phone and was told they could refund only one month

Desired Settlement: Refund of all monies debted from my credit card beyond the prepaid amount.

Consumer Response:



The attached "snapshot" the Care.com team has provided is a current snapshot at this time, not over 6+mths ago when I signed up for the misleading "prepaid 3mth membership".  I find this verbage intentionally misleading and would like notorized, legally submitted proof that the blue writing below the "snapshot" was indeed present when I accepted your (misleading) terms.  It appears that your website has changed on many occasions and given the LARGE number (over 150 complaints) with the BBB on the same intentionally misleading contract that allows Care.com to continuously debit an account and not confirm the downgrade option (you can select this option and you may assume it worked correctly as I did), that I am not alone.  I also further my claim that the "prepaid" option is a gimmick so that the automatic debit is not noticed for 3 mths.  I have grave concerns about the ethics behind this advertising.  It is obvious that my account was not utilized past my initial sign up period when i incorrectly assumed I had paid in full and my membership was over.  I do fault myself for not noticing earlier that my account was being debited monthly, however I still find Care.com liable for the monies debited past the membership I originally paid for.
Sincerely,


 

 

 

Business Response: We want to acknowledge that the member Ms. xxxx claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com.

As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. xxxx if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. The snap shot we sent Ms. xxxx is the exact screen she had seen when she had signed up, and the one she would see on her account today. All Care.com pricing plans indicate our auto renewal policy underneath the three subscription options.

Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. xxxx to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response:


I disagree that the snapshot provided was the snapshot that I viewed last year and would like formal proof.


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for one month trial membership. During the trial I received numerous interested applicants for the job I was offering (babysitter). After the month expired I stopped receiving any more e-mails of prospective babysitters which assured me the membership had expired. On December my husband noticed Care.com had continued to bill us a $35 monthly fee for a service I did not agree to continue. What is more,if I was still a member, how is it that I received zero e-mails from interested applicants to the babysitting position. It is obvious that Care.com blocked my add so that I wouldn't be receiving any more e-mails from applicants which would have alerted me of the monthly charges. Their excuse is that their policy is not to terminate a one month trial membership unless the client indicates so, however they had no qualms about deleting my add from their system, again, to keep me in the dark about my "member" status and monthly charges.

Desired Settlement: I expect Care.com to have the decency to refund all charges made to my credit card after the one month trial, that is, charges from May to December, totaling $280. They had no reply for me when I asked them why I had not continued receiving interested applicants if I was a paying member. On their last e-mail signed by a man who signs xxxxxx", no last name, and the title Member Care supervisor.

Consumer Response:

"Mr.xxxxxs" from this company has already declared that we won't deal with this issue with me any further so I don't see the point of contacting them. The fact that after the "trial" membership I received zero e-mails from prospective employees while receiving several during the trial month shows that they did not keep me as a member as my ad was obviously removed while continuing to charge my credit card. This is clearly fraudulent. Had they allowed my ad to be visible to people looking for a babysitter position I would have been alerted by their e-mails. This company obviously deleted my ad and had no right to make charges while giving me zero member privileges. 

 

 

 

Business Response: We want to acknowledge that the member Ms.xxxxxxxxx claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com.

As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. xxxxxx if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. With the premium subscription, Ms. xxxxxxxx had access to the premium features such as messaging, viewing contact information, and viewing background checks.

Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. xxxxxxxx to reach out to us at any time in the future for
clarification or assistance with her account.

Consumer Response:

Better Business Bureau:
Care.com writes: "We want to acknowledge that the member Ms. xxxxx claims to have not 

understood the Care.com subscription when she enrolled and feels
deceived by her experience with Care.com." I have not claimed not to have understood anything.

It is interesting to notice how you keep ignoring my request for an explanation of why I received numerous inquiries from prospective babysitters on my "trial" month but as soon as it was over I have received ZERO inquiries, and that is in 8 months of my supposedly membership.  Was that first month a bait to get me to take the "trial" and then you deleted my ad so that I would be unaware of your continuing to charge my credit card every month thereafter? How can you call that a membership when you don't allow people looking for employment to see my ad? Answer that.  Plenty of people saw my ad the first month, nobody thereafter.  I demand every penny back INCLUDING the so-call trial month now. You are not a business but a scam and I won't stop until you refund ALL my money.


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased one month of care.com in March 2013. Since then I have been charged $37.45/month every month since then. I have been unable to cancel the charges. My credit card company called and finally got them to cancel the account but they would only refund the current month. I would like to be refunded for the remainder of the money they billed without my approval (April 2013-January 2013)

Desired Settlement: 10 months@ $37.45/month for a total of $374.50 that was billed against my credit card without my approval.

Consumer Response:

 

The PDF they sent is extremely confusing. It implies that you are charged continuously if you "upgrade". I didn't chose to upgrade so my assumption is I would be charged for 1 month. Why would anyone chose one month and let herself continue to be charged when if you wanted a multiple month plan there are multiple month plans that are at a substantial savings. When I read it, I thought by choosing what I did that it would be only one month.

 

 

 

Business Response: We want to acknowledge that the member Ms. xxxxx claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. We would like to clarify that by purchasing the monthly plan, Ms. ***** did upgrade her account.

As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. xxxxxx if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment.

Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. xxxxx to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response:


The web site is confusing and the way it is worded it appears as if when you sign up for a 1 month subscription that you won't be subsequently billed for additional months. I am not the only person who was taken in by this deception. There are a lot of complaints against the company, with exactly the same problem, on the web. 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care. Com illegally auto billed us. When I contacted them they referred me to my credit card company. There are multiple complaints online about there illegal policy.

Desired Settlement: I want a full refund of money.

Business Response: We would be happy to look into this further for Mr. xxxxxxx The e-mail address provided is not associated with any Care.com account. Please provide the e-mail address on the Care.com account to best assist the member.

Business Response: We want to acknowledge that the member Ms. xxxxx, Mr. xxxxx’s
wife, claims to have not understood the Care.com subscription when she
enrolled and feels deceived by her experience with Care.com.

As was previously explained by a supervisor, it is the
responsibility of the member to cancel their subscription whenever they see
fit.  I apologize to Ms.xxxxxxxxx if she was
not aware of this, but as was shown in the previous response this information
was readily available during enrollment.

Care.com offers a very thorough Help section designed to
offer immediate assistance for account management, as well as 24 hour email
support and call center support M-F.  I
would encourage Ms. xxxxxx to reach out to us at any time in the future for
clarification or assistance with her account.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used care.com for a month when I was looking for a house keeper/nanny. I found a person and I stopped using care.com. When I was looking over my credit card bill I noticed a charge from care.com. I went and checked, they have been charging me $39 per month even though I have not even logged in to their site. I was not aware there would be a charge monthly charge. I was shocked to find out that it was renewing every month and charging me $39 when I was not even logging in. When I signed up this was not clear at all. When I contacted care.co, for refund for the charges. They only refunded $39 when they have been charging me for 6 months.

Desired Settlement: I want a refund for other 5 months I was charged without receiving any service. The total is $195.

Consumer Response:

 

I filled the form on my cell phone or my iPad. Having picked the $39 1-Month option I remember looking for the submit button on my device. I scrolled down and located the button.  If care.com is serious about not trapping their customers they should have used different wording. For instance $39 Monthly (automatically renewed) would have given me all the information needed. Another question care.com must answer is why is it automatically renewed and why is there not an option to disable automatic renewal? If the subscription to care.com is not renewed nobody would die or no loss of service would occur. A person who needs it can go in and sign up for another month again. The way they have set up their sign up is deceiving and I am not the only person who got taken in by it. I performed a quick search, there are many care.com customers who complain about the same thing. Those people may not all have taken the step to report to BBB but there are people out there getting hit by this deceiving sign up page.

 

 

Business Response: We want to acknowledge that the memberxxxxxxxxxxxxxxxxxxxxxxxxx  claims to have not understood the
Care.com subscription when they enrolled and feels deceived by their experience
with Care.com.

As was previously explained by a supervisor, it is the
responsibility of the member to cancel their subscription whenever they see
fit.  I apologize to xxxxxxxxxxxx if
they was not aware of this, but as was shown in the previous response this
information was readily available during enrollment.

Care.com offers a very thorough Help section designed to
offer immediate assistance for account management, as well as 24 hour email
support and call center support M-F.  I
would encourage xxxxxxxxxxxx  to
reach out to us at any time in the future for clarification or assistance with their
account.

Consumer Response:

Better Business Bureau:

My questions in my previous response have not been answered.  Care.com could have made their sign up page clear, instead of hiding the fact that the sign up is recurring. I refuse to accept care.com hiding behind the excuse that it is up to the customer to know they will be charged every month when care.com sign up page hides that fact. I demand a full refund.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a one month "premium" membership to find a nanny. However, care.com continued to charge my credit card for monthly membership at the end of one month without my consent. I canceled my premium membership as soon as I saw (same day) charge appeared on my credit card, yet they refused to credit me back the membership fee for the second month. They claimed that there is an auto renewal policy buried somewhere in the fine print. I do believe that is a deceptive business practice, and not in accordance with California code and regulations. I have also since found similar stories online about care.com. I think the issue of consumer protection should be addressed here.

Desired Settlement: $39 membership fee refund

Consumer Response:



I see the tiny fine print, but they are clearly counting on you not remembering so they can keep charging you. Since signing up, I get two spam mails a week promoting the site and their business. Would a email reminding you that they are going to rebill you too much to ask? I get emails from my airline when my frequent flier miles expire. People use the service to find a caregiver during a finite period of time. They don't usually expect to sign on for months. I think in California they are required to inform you of any rebilling before it happens. I see multiple online posts about people being charged without their knowledge for months, sometimes years! Clearly a deceptive practice designed to trap people!



 

 

 

Business Response: We want to acknowledge that the member Ms. xxxxclaims to
have not understood the Care.com subscription when she enrolled and feels
deceived by her experience with Care.com.

As was previously explained, it is the responsibility of the
member to cancel their subscription whenever they see fit.  I apologize to Ms. Liu if she was not aware
of this, but as was shown in the previous response this information was readily
available during enrollment.

Care.com offers a very thorough Help section designed to
offer immediate assistance for account management, as well as 24 hour email
support and call center support M-F.  I
would encourage Ms. xxx to reach out to us at any time in the future for
clarification or assistance with her account.

Consumer Response:

 

Bottom line, I canceled/down graded the paid membership the SAME DAY I was being re-billed. Clearly, I did not receive any further benefit From the membership. To hold me to the agreement, is a nothing but greedy and capricious.



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used their service once in 2012 using this particular account. Afterwards, knowing that their practice is keep charging until customer actively cancel the membership, I cancelled by phone as well as online. They sounded professional and promised that I was “downgraded”. I have not been checking my bills and this taught me a nasty lessen. I found out only now that I have been kept charging $35 a month for 1.5 years during which I didn’t use a single service. So for one sitter referral, I paid over six hundred dollars. Even this week, when I called to cancel, it took 2 phone calls and 2 emails to finally get my membership ceased. Every phone call, I was promised I will be out of their system completely, only to get an email saying I am still a “basic member” whom I asked to not be in. Isn’t it another instance that they are preying on un-careful customer, promising you can cancel anytime but actually dragging their feet to charge longer? I believe the practice of charging membership unless the customer makes time and effort to get it stopped is predatory enough. By not honoring customer direction, they obviously counted on unsuspecting people to let slip as many charges as possible before the customer finally succeed in cancelling. This is unethical and dishonest business practice. I hope you can put a stop to it. Thank you

Desired Settlement: Refund donated to consumer protection orgs of my choosing Stop the unethical business practice Appology

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did not dispute the fact that I signed on. Though as a sepatte matter, I believe most will agree that the layout of the site like shown in the response is telling enough. You are given 3 choices: one, three or six months. And when one choose the one month you are signing on forever. Then why given the other two choices other than for the purpose of deceiving? My complain is that I cancelled afterwards and they ignored my cancellation and continue to charge monthly. They have succeeded in their obvious business model: keep charging unsuspecting customer untill they finally caught on. It happened before (not related to this complaint) with them. I had to cancel multiple times to get "downgraded". I thought at the time it was just an oversight. And right before this complaint, I phoned and wrote with no uncertain words that I do not want any "downgrade", since they are this untrustworthy, I wanted out, forever, from their database. I what you expect? I got email "Congratulations! You have been successfully "downgraded". This kind of practice is stealing, plain and simple. I will keep sending out messages untill they change this unethical practice.

Business Response: We want to acknowledge that the member **** *** claims tohave not understood the Care.com subscription when they enrolled and feelsdeceived by their experience with Care.com.As was previously explained, it is the responsibility of themember to cancel their subscription whenever they see fit.  I apologize to **** *** if they were notaware of this, but as was shown in the previous response this information wasreadily available during enrollment.Care.com offers a very thorough Help section designed tooffer immediate assistance for account management, as well as 24 hour emailsupport and call center support M-F.  Iwould encourage **** *** to reach out to us at any time in the future forclarification or assistance with their account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Billing/Collection Issues | Complaint Details Unavailable
3/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the membership specifically stating 1 Month and paid the more expensive amount given the fact that I needed to find child care immediately. I checked my credit card statement to notice that I was charged an additional fee.

Desired Settlement: Refund the charged from February 19, 2014 and cancel out my membership entirely.

Business Response: Except as set forth by the below criteria, Care.com subscriptions are nonrefundable, and there are no refunds or credits for partially unused periods.  Exceptions for renewal charges specifically may be made if an account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on an account): The account has not been used since the most recent renewal charge, AND The request for a refund is made within thirty (30) days of the most recent charge. Charges older than thirty (30) days are not eligible for a refund under any circumstances. This applies to any membership length (ie: 1 month, 3 month, or 12 month). Additionally, no refunds will be offered for discounted monthly installment plans, bundled packages, background checks, or products and services purchased through any third-party promotions or organizations. As per our Terms of Use and refund policy, we have refunded the last charge of $39 to Ms. *********'s account, and cancelled her subscription today so there will be no further charges to her account. All subscriptions automatically renew until cancelled, and this feature was listed on the enrollment page when Ms. ********* joined Care.com.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is with Care.com. From the beginning, the services they said they provide are false. They advertise a 'free membership' trial to find a sitter & use there site. However, you cannot even contact any of these sitters bc it does not allow you to see the contact info of the potential sitters (ie-phone numbers /emails) So you have to join the website and pay a fee to really find a sitter. That was the first false sales tactic on their site. They advertise being able to find 'Back Up Care'. However, when we posted a job, we found out through customer service that our post never showed up on the site. They CS dept was not sure why it was not showing up, b/c they could see it on their end. At that time, I said I wanted to be removed from the site and refunded but they said they would fix the problem. By the time they were able to posted our back up care job, it was too late. My husband had to take off of work to watch our children b/c we couldn't find a sitter, b/c I had to go to work as well. We still didn't have anyone candidate that could babysit on the days we needed. And we had put the ad out at least a week in advance for back up care. During one instance, one of the sitters actually changed her profile-changing her rates from the day before from one rate, to a much higher rate. When I spoke to CS about that, they said that wasn't a practice they approved of, and that I (as the customer!!) should tell the sitter that I don't like that they did that. That should be the website's job!!! We tried to ask for a sitter for another schedule and not one response. Under the plan that we purchased, we were supposed to get background checks for potential sitters. None of the background checks were provided. I sat on the phone waiting for customer service reps to figure that out and still no background checks. They said they were in our files but there was nothing. Furthermore our family photo was on the profile and approved, but then it was gone an hour later. It met all the guidelines of the site. The fact that they cannot refund us our $39.00 fee, with all the trouble we have had is absolutely ridiculous. I would never recommend this site to anyone.

Desired Settlement: We would like our fee of $39.00 refunded to our credit card for 1) the dissatisfaction we have had with this website 2) the lack of the company to fix the many problems we had 3) and all the misleading options they advertised as stated above.

Business Response: We are sorry to hear that Ms. ***** is dissatisfied with the premium membership that she had purchased for herself. There does appear to be miscommunication regarding the services that we offer. We hope that this explanation serves to clarify her situation better. Care.com is free for members to join. Free members are able to post a job, search through profiles, and take advantage of our articles and resources. In order to communicate with members on the site, and to begin to use our hiring tools, the member would then need to select from our membership offerings. Ultimately, Care.com is a self-service website and not an agency. That means the member would have to be proactive in their care search by actively setting up interviews, requesting back ground checks, and following up on references. Care.com is the platform in which they can find care on their own, and at an affordable price. We sincerely hope this clarifies any misunderstanding, and we advise Ms. ***** to review our FAQ'S and Terms of Use for even further clarification.

In regards to the refund request, Care.com will not be able to refund her original charge. Ms. ***** agreed to the fact that the charge is non-refundable when she purchased. Furthermore, Ms. ***** used the features of the premium membership. Her account will expire at the end of the billing cycle on 3/2/2014. We encourage her to continue to utilize her premium benefits until that date. We wish her and her family the best of luck in their search for care.

Consumer Response:  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

They continue to claim that because I joined their service agreement that they cannot refund me.  They did not give me the appropriate services from their end of the deal-in so far as they didn't post the sitter jobs we requested (WHICH IS PART OF THEIR SERVICES THEY ARE SUPPOSED TO OFFER). They also promised background checks and DID NOT PROVIDE THEM.  Therefore, they should give a refund.  I will be calling our bank to dispute this charge. 

Business Response: We do apologize if Ms. ***** was not satisfied with her membership with Care.com. As explained in our previous response, Ms. ***** has been utilizing the tools provided with a Premium Membership such as contacting members. Ms. ***** does have access to four background checks that she can view through the "My Background Checks" section of her Care.com profile. She has posted two jobs in the past on the site, and received 24 applicants in total to these job postings. If she is still in need, we encourage her to post another job and continue utilizing the service until her subscription cancels on 3/2.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to contact someone on care.com to help me. Ive tried THREE times. I was given a message link to apply for a background check and it clearly said I would not be charged because a potential family was interested in running it for me….I followed the link and ran the check. Within the week there was a charge on my card for it! When I messaged care.com about it they said I should have followed the link, thats redundant. Then the next time I sent a complaint about needing my money refunded I never got a reply. I need someone please handle this! I should not have been charged but now that I was deceived and charged I need it refunded.

Desired Settlement: My $9.00 charge for the preliminary back-round check needs to get credited back to my card or any way refunded.

Business Response: We would be happy to look into this further. In order to do so, we will need the e-mail address associated with the Care.com account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Billing/Collection Issues | Complaint Details Unavailable
3/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I could have selected several natures of my complaint. This is a public company and the fact that they handle themselves so unprofessional is a disgrace. I signed up for the service 2 weeks ago and paid for a two month subscription in search of a nanny I paid $64.36. In their advertising in NO where do they state they are doing a background check on me without me knowing. I have never been arrested and do not have a criminal record. I am an honest mother looking to hire a nanny. I received an email this morning stating that Care has terminated my subscription and notified anyone I spoke to that basically there was a problem with me. I had one public record on my account from YEARS ago due to a divorce and why should they have anything to do with hiring a nanny?? If the company was professional at Care.com they would state that I could disclose that but they never gave me an opportunity and I was NEVER informed they would be obtaining a report. I never received an email or any notification stating the same. I am extremely disgusted with this PUBLIC company and I am sure many of their shareholders are in my position and they would like to know. I am requesting IMMEDIATELY I be issued a full refund for $64.36. If this is not resolved timely I am issuing a statement to **** ************ the NYS Attorney General.

Desired Settlement: FULL refund for $64.36!

Business Response: Under our terms of service, Care.com has the right, among other things and in its sole discretion, to terminate a membership for any reason or no reason, with or without notice. In addition, Care.com is authorized by the terms of service to notify other members with whom you have corresponded of this action. If members are notified of our decision to terminate a account we state that the termination does not constitute and should not be interpreted or used as information bearing on character, general reputation, personal characteristics, or mode of living. Ms. ***** was refunded upon closure of her account. We have included the transaction for that refund in this response: ****************** 02/15/2014 11:55:31 CREDIT ******** ($64.36)Approved




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined care.com to find a nanny. I have not used the site in at least 6 months. I saw a $140 charge on my credit card so went to the site to cancel. their site states in their FAQ's that "However, exceptions for renewal charges specifically may be made if your account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on your account): Your account has not been used since the most recent renewal charge, AND Your request for a refund is made within thirty (30) days of the most recent charge." This charge was made on the 8th - clearly within the 30 day time limit. I have not been on the site at all in months except for this evening to cancel and get my money back for the new renewal. First I tried to "downgrade" my account. It said it would continue at its premium subscription until the current billing period ends. So then I canceled my account. Again it notified me that my account would cancel A YEAR FROM NOW. Seems to me like there should be some information about a refund or at least a box to check to indicate that you want one since your account meets the criteria for a refund. This to me seems to be making the process exceedingly difficult for the consumer so that some people would simply give up and just consider it a loss. I emailed the company as well - but at this point they have my money - the account is canceled and their website tells me I will have to keep my subsription until the billing period ends.... does this sound ethical to you?

Desired Settlement: I would like a full and immediate refund. Where previously I had intended to use and recommend care.com to family and friends - this deceptive billing/refund process leaves a really sour taste in my mouth. I am no longer interested in this site at all. I am really upset by this and feel the company should correct this process immediately.

Business Response: It appears this case has already been handled when Ms. **** reached out to our customer service department by e-mail. The e-mail representative had explained that because she fit our refund guidelines, she was eligible for a refund. We advise Ms. **** to reach out to our customer service department in the future for any questions or concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have contacted Care.com via their online form four times since October, 2013. No other option for contacting them directly is readily available. After terminating our autopay option with their site three times since September, 2013, they continue to charge our credit card in increments of $70 for services we are not using. Confirmations were received each time our autopay option was terminated yet we were unable to print or track the action. The autopay option magically restores itself and we find yet another charge on our credit card. They have not acknowledged any of our submitted complaints and requests to process two credits of $70 to our credit card. The first unauthorized charge was processed in October, 2013 and the second unauthorized charge was processed in January, 2014. The only reason we leave a valid credit card on their system is to allow for the correction to occur. They have had ample opportunities to do the right thing but have ignored all correspondence. We have not been using the service since the summer of 2013, and they know it. This is a huge rip off and we are looking to the Better Business Bureau for assistance.

Desired Settlement: $140 credited to our credit card to reimburse us for unauthorized charges made in October, 2013 and January, 2014.

Business Response: For the record, Care.com would like to acknowledge that there has not been an request to cancel Ms. **********'s most recent subscription. Care.com is an automatically renewing subscription service and it is ultimately the member's responsibility to downgrade their subscription or contact us for assistance once through using the service. Furthermore, Care.com has a strict refund policy, as stated in our Terms of Use, and as a result we will not be able to offer any further refunds other than the most recent charge of $70.00. That credit will take 3-5 business days to show on the member's bank statement.

We have personally downgraded her account to a free Basic Membership, and she will no longer be billed.  We wish Ms. ********** and her family the best of luck with their future endeavors.

Consumer Response: Care.com is not divulging the truth in their response to our complaint.  We are educated people with a full grasp of the english language and the concept of auto-pay.  We used their services for an extended period of time and paid our bills without complaint.  The fact that their system acknowledged not one, not two but three downgrades to our account over the past several months and magically reinstated auto pay status each time is ridiculous and criminal.  Ignoring our messages to resolve the issue through their customer service channels just shows they are guilty as the day is long.  Sad to think the BBB has to get involved for Care.com to pay attention.  Hopefully the $70 they stole from us is worth a VERY upset customer.  They are not trustworthy and should be held accountable for stealing from the very people who made their business a success.  Sickening.  I have reviewed the response submitted by the business and have determined that our time is too valuable to spend any more of it on Care.com.  They are deceitful, period.  We are not satisfied and will be sure to share our experience with anyone who asks.  We accept their ridiculous offer in reference to complaint just to make them go away. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  

A big thank you to the Better Business Bureau for taking consumers seriously.  Care.com should take some lessons. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In searching for an in-home nanny for our baby, we used Care.com. We chose a particular individual to be an in-home nanny after reviewing her initial background check that came up clear of criminal cases to her name. We had this nanny look after our daughter alone in our house. After considering her for more work, we decided to research her more thoroughly. We searched the local inmate finder website with the county and found out that she had a felony burglary charge against her and had been arrested within 6 months of us doing the background check. We find this EXTREMELY DISTRESSFUL as she was already alone in our house. The background check they do is NOT comprehensive as it missed a FELONY offense that we were able to find with a quick web search. The false sense of security that Care.com does a detailed background check on applicants is misleading and false. We are sick just thinking of this and need this to be changed for any future users of Care.com. Furthermore, Care.com seems to care less and hasn’t responded to our correspondence. They obviously do not care about their customers or the safety of those being cared for through their service.

Desired Settlement: We would like Care.com to review their policies and update the verbiage around the background check guarantee. We would also like a refund of all the money we paid to the company.

Business Response: Thank you for your response and for taking the time to share your concerns.  Care.com offers four levels of background checks (Preliminary, Preferred, Preferred PLUS and Premiere) to help you make more informed hiring decisions; however, the unfortunate reality, is that no background checks are 100% accurate or complete. There is no centralized database encompassing all criminal convictions, charges, arrests, and violations across Federal, state and local lines. Additionally, online databases that are used to perform these checks may only be updated periodically, therefore, sometimes missing or omitting recent criminal record charges. Furthermore, each jurisdiction decides what information is reported to those databases. Background checks are an important step but should only be used as part of your screening process when hiring a caregiver. You should also use these tools and tips - Online & third party checks. Perform your own independent search on candidates. Search the web for any news articles about them. Contact your state or local municipalities to obtain public information. You should also try to locate them on Facebook, LinkedIn, Twitter and other social networks. Read reviews from other Care.com members posted on your candidates' profiles. Each review includes a star rating and comments about the employer's experience with that caregiver. Conduct phone interviews with your top candidates to decide if you'd like to meet them. Not sure where to start? Try our list of sample questions and guidelines for conducting phone interviews.After phone interviews, conduct face-to-face interviews to determine how well each person will fit in with your family. Don't be afraid to ask the tough questions, like the ones in our interview tips and question checklist. Contact previous employers or listen to recorded references to learn more about candidate's past work experience. Read our list of suggested reference questions for ideas on what to ask.For more information on how to make safer and more informed hiring decisions, visit our Safety Center.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a monthly membership for $39. I was offered a preferred background check for $59. I clicked on it showing my preference, expecting not to be charged until I use the service for a candidate I wish to hire. A day later I checked my credit card transactions to see that I was charged the $59 even though I did not use the background check service yet. I have since found care else where. When I called to cancel the service I was informed that my membership would continue till the end of the month and then the account would automatically expire. On asking about the background service, I was told I would loose the $59. I asked why would that be the case since it was just a preferred option. The representative refused to transfer me to a manager when I asked for further explanations.

Desired Settlement: The preferred background fee of $59 should be refunded once my membership expires and I don't use it. That should be the policy.

Business Response: We would be happy to look into this further for Ms. *****. The e-mail address ***********@gmail.com brings up an account that has been closed that does not have a $59.00 prepaid background check on file. In order to assist her further, we will need the address of the account that has the $59.00 background check credit on. We look forward to hearing back from Ms. ***** on this matter.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The email related to my care.com account is *********@hotmail.com. It should show you the $59.00 background fee charge.

Business Response: At Care.com we understand that the safety and security of our members and their families is extremely important and we provide you with tools to help you thoroughly screen your job candidates. When you upgraded to a Premium Membership, you added a pre-paid credit for a future comprehensive background check to your account. When you had ordered this check, you had agreed to the fact the background check would be non-refundable. We highly recommend taking this step once you have chosen your final candidate. As a Premium Member you can run a Preliminary Background Check on all of your candidates at no extra charge.  Rest assured, even if you downgrade your membership, the prepaid credit that you purchased will remain on your account and can be applied to future  applicants. Unfortunately, we will not be For more information regarding our background checks please visit our Safety Center. We hope these options help you find the perfect candidate to fit your care needs. If you have any further questions or concerns, please visit our FAQ page.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When considering this service, I was told that I could cancel the 3-months subscription early if I was not completely satisfied. The sales rep never explained that the only way to cancel was to pay the difference in cost for a 1-month subscription ($37.00). When I tried to cancel our account after the first month due to inadequate results, I was then told of their policy. When I disputed this information on the basis of receiving misinformation from the sales rep, I was told that there was nothing that could be done. When I asked to speak with a supervisor, I was told that the complaint would be given to the supervisor for review and the supervisor would get back to me by close of business (Monday). I did not get an E-mail from the supervisor until the afternoon of the next day (Tuesday), a day when I was not scheduled to work. The E-mail reiterated their policy. By the time I returned to the office on Thursday morning at 7:30 a.m., I had already been charged the automatic renewal fee of $75.00. I immediately called their Member Care Team to ask that we be reimbursed the $38.00 dollar difference - we were prepared to pay the additional $37.00 to downgrade to the 1-month subscription and cancel it, but we were not going to pay for another month. I was told by the Member Care rep that since the account had already renewed, all they could do was reimburse us $37.00 and then we could forego the remainder of the second month subscription. I stated that this was incorrect, that I had been working to cancel the subscription all Monday afternoon, and that I had been out of the office on Tuesday and Wednesday and so could not follow-up. I further explained that they seemed very unwilling to compensate for the fact that I was not given accurate information by their sales rep - who admitted to me that she was new. When I asked to speak with the supervisor who had E-mailed me, or any other available supervisor, I was told I could not because "it is against company policy." I was further told that my only option was to reply to the E-mail that was sent to me and that should get me in touch with the supervisor who contacted me. I have sent an E-mail reply and I have yet to hear get a response. Whether it was misinformation, purposeful deceit, or merely lack of experience on the part of the sales rep, the fact is I was not given the correct information about their subscription fees and cancellation policies. My attempts to resolve the issue with their Member Care department has resulted only in frustration and an unyielding, uncompromising customer service department. We are extremely dissatisfied with our experience with care.com

Desired Settlement: Ideally, we would desire a full refund of the $75.00 charged on 2/6/2014, and the immediate cancellation of the subscription. If they remain adamant about their policy to charge us the full regular fee for a 1-month subscription, then they can deduct the $37.00 I was told on Monday that we would have to pay and refund us $38.00.

Business Response: We apologize to Ms. ***** for any frustration she may be experiencing and for any confusion that took place. We did take the time to investigate into this situation to make sure that all actions were taken appropriately. After review, it is clear that our representatives and supervisor took the appropriate actions. Ms. ***** had enrolled for a 3 month subscription which charges the member at a discounted rate for the quarter that she selected. Any early cancellation requests require that the member be charged at the original rate as the discount would no longer apply. The policy is outlined in our Terms and Conditions which can be found online. When Ms. ***** first requested a supervisor, she was informed by the representative that a response would be returned through either e-mail or phone. If Ms. ***** would like to continue to try and reach a supervisor, she can do so by responding to the e-mail that was sent. At this point, we advise Ms. ***** to contact her credit card company directly for any further dispute. We do apologize again to Ms. ***** for any miscommunication. We do wish her the best of luck with her future endeavors.

Consumer Response: I have reviewed the response submitted by the business, and I choos to accept their response at this time in reference to complaint. The matter has been fully resolved with care.com with the final result being a full refund of the second $75.00 charge.  The process, and their customer service policies and practices, however, left a lot to be desired, and I would like it noted that this complaint was filed against this company. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I feel as if this company runs a very shady and misleading business for the sole purpose of extracting as much money from their customers as possible, without them realizing until it's too late. I was in need of a babysitter for one evening but my child has some special needs so it was important to find someone who is qualified. For that purpose, this company is great. As advertised, I was able to look through various sitters until I found one suitable for our needs. What I was not aware of, is that the company continues to charge you every month until you cancel your "subscription". This was not clear, in any way, on their website. When it was time to pull out the credit card and make my purchase, there were 3 "subscription" options. $40 for one month (not per month) and then some upgraded, discounted options for a 3 month subscription and 12 month option. I did not see in the fine print, that My credit card would continue to be charged every month until I cancel my "subscription". How this sort of misleading practice is legal is beyond me. I only used their services that first month (3 days really) but we didn't see all the charges until we had racked up $150. When I called and asked about the charges, they cancelled my account and did refund me for one month but I'm still angry and feel I should get all but that first month back. I asked to speak with a manager and was told I would be called later in the day but instead they sent me an email stating there was nothing more they could do and my case was closed. Now I have to contest with my credit card company but not after I spread the word about this shady practice. Though they have an A rating with the BBB, more than 50% of their ratings are negative and don't effect the rating. Buyer beware.

Desired Settlement: I would like to get refunded the charges other than the first month. In an ideal world, I would like for them to be more clear about how people are charged so this doesn't happen again.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.    

Business Response: We want to acknowledge that the member Ms. ***** claims tohave not understood the Care.com subscription when she enrolled and feelsdeceived by her experience with Care.com.As was previously explained, it is the responsibility of themember to cancel their subscription whenever they see fit.  I apologize to Ms. ***** if she was not awareof this, but as was shown in the previous response this information was readilyavailable during enrollment.Care.com offers a very thorough Help section designed tooffer immediate assistance for account management, as well as 24 hour emailsupport and call center support M-F.  Iwould encourage Ms. ***** to reach out to us at any time in the future forclarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted **** **** ****** ***** - CEO - of www.care.com - www.sitter.com about issuing refunds for my care.com my account in July 2013. He Ignored my emails and continued to charge my credit card every month. My credit card is still being charged even after I canceled my subscription in July 2013. I sent him message on his facebook page, his email and He stills ignors them all. I'm very fustrated and have been charged overdraft fees from my bank, due to the funds not being in the account. so when I do add funds in my account - here comes www.care.com taking charging my bank card again. Please help . I just received an email from **** ****** ***** stating - '---Hi ******, I'm happy to confirm your upgrade to a Full Account! Your Full Account works across all the CareGuide sites, including: Sitter.com ElderCare.com PetSitter.com Housekeeper.com HouseSitter.com Full Account Features Featured Listings Unlimited Contacts Free to be Contacted Call Recordings Kind regards, *** -- **** ****** ***** Chief Executive Dad CareGuide ****** ********* Ave., *******, ON *** *** ***I NEVER UPGRADED MY ACCOUNT!! I canceled it in July 2013.

Desired Settlement: FULL REFUND of $160.00 - monthly fees, plus bank fees.

Business Response: We believe this message received us in error. Care.com is not associated with **** **** ******* ***** or any of the companies listed below. We believe that is another company. We wish him the best of luck in resolving his issue. Hi ******, I'm happy to confirm your upgrade to a Full Account! Your Full Account works across all the CareGuide sites, including: Sitter.com ElderCare.com PetSitter.com Housekeeper.com HouseSitter.com Full Account Features Featured Listings Unlimited Contacts Free to be Contacted Call Recordings Kind regards, *** -- **** ****** ***** Chief Executive Dad CareGuide ****** ********* Ave., *******, ON *** *** ***I NEVER UPGRADED MY ACCOUNT!! I canceled it in July 2013.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Billing/Collection Issues | Complaint Details Unavailable
2/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had signed up for one month back in June 21, 2010 and I just found out they have been charging my account for the past 43 months without my consent, $30.00 every month that is $1290.00 not including any late charges of $23.00 that I accurred due to my overdraft feature. They were putting in an expiration date of 12/49 which should be illegal to do. I would not be asking for any overdraft fees back, but I would like the $1290. 00 back. They did tell me that they would credit me back $90.00 for the past three months, but that is unexceptable to me. They can tell that I have not even logged on to their system after the one and only month that I paid for initially. This should be against the law especially for the high dollar amount that it is.

Desired Settlement: Refund me the $1,290.00 back on my credit card. Like I said earlier they can prove that I have not been on their system. I could not even tell you my log on and password information.

Business Response: We advise Ms. ***** to check her voice mail and her e-mail for a response from our supervisor. Due to a duplicate account issue, Ms. ***** will be refunded an additional $1020. $300 has been processed through our credit card processor and it will be reflected on her statement within 3-5 business days. $720.00 will need to be processed through a manual check and we will need Ms. ***** to contact us to confirm her mailing address. We look forward to hearing back from her.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Advertising/Sales Issues | Complaint Details Unavailable
2/6/2014 Advertising/Sales Issues
2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have been a premium member caregiver on Care.com for a few years and they decided to close my account last week for no reason whatsoever. I had 14 very positive reviews from other Care.com families on my account and a clean background check. I called Care.com after receiving an e-mail about my account closure and they didn't give me any reasons for deleting a member who is in good standing. This is unacceptable.

Desired Settlement: I would like to know why my account was closed and I would like the policy of non-communication in the event of an account closure to cease to exist.

Business Response: We would be happy to look into this further, however, we are unable to locate an account with that e-mail address. Please provide the e-mail address used during enrollment so that we can best assist.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #.My e-mail address listed under the account is *****************.com - the account was opened by Care.com after my other account was transferred to it after Care.com started offering in-home daycare listings. I contacted Care.com via e-mail to transfer my account to a new account (*********************) since Care.com set each care provider's account to a daycare status if they offered care in their home (I offer in-home care if I babysit for a family on a weekend and they want me to babysit their children in my home, but I don't run an in-home daycare) and my account was set-up to only accept jobs from families who needed daycare. I have copies of the e-mails if need be that detail the account transfer.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint * *******. Please add your rejection comments below. 

 

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/5/2014 Billing/Collection Issues | Complaint Details Unavailable
2/5/2014 Billing/Collection Issues | Complaint Details Unavailable
2/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern: In September 2013 I ordered a background check on my "Care.com" online account. The choices of packages available range in price from $9.00, $59.00 and?$79.00. I ordered the Preliminary package priced at $9.00. I am unemployed I would not spend more.than that-for-a background check-which I didn’t need anyway. I ordered it because the company encouraged it for my job search. The company that processes the background checks for Carecom is Sterling Infosystems, Inc. They sent me the Preferred Plus Package priced at $79.00 and charged my ******* *** credit card for that amount. When I realized what they had done, I immediately searched for a telephone number to call them about the mistake. I spoke to a representative who refused to take responsibility for the error. I contacted my credit card company and they instructed me on how to send a dispute in writing. I sent them all of the information I had including a print—out of the online screen with the choices of packages for a background check. CCI*Care.com refused to take responsibility again. My credit card company instructed me to send a second dispute, which I did and Carecom still refused to take responsibility for the error/computer glitch which ever it may be. ******* *** dispute department said the print-out of the package choices does not match the online print-out that I sent them. Myself and ******* *** could plainly see that the error was on their part and ******* *** graciously gave me a credit of $50.00 on their behalf to settle the dispute. I accepted since it seemed the right thing to do at that point. I am still out more money than I intended for Care.com to take from my credit card. I have called the company Sterling Info Systems, Inc and they also refused to take responsibility for the error, stating that Carecom sends them the info and they process it. it is Care.com’s mistake. 30 three calls to Care.com_. a call to Sterling Info Systems and two copies of the dispute and several calls to “******* ***” and the problem still isn’t resolved correctly. I know someone somewhere is aware of this type of mistake or fraudulent activity and they refuse to look into what happened to me.I am including a copy of the print-out that is on the Carecom website of the choices of packages on background checks and a copy of the one submitted to my ******* *** credit card by Carc.com that doesn’t match the one on their website. It is clear that this is knowingly a fraudulent act and they refuse to correct the problem and return my money, stating “I received the $79.00 package“, this is their excuse and this is not the package I ordered and would not order for that price, ever.It was very hard to find contact information for “Care.com” however, I am including two telephone numbers I obtained and an address for them. also, a telephone number and address for “Sterling Infosystems, Inc.”I obtained the name of the Care.com founder: ****** ***** ******* and there is no contact information for her. The contact information 1 did obtain is Care.com *** ***** Road ste. *, Arm: Member care dept, *******. MA *****. Two telephone numbers for Cust. Ser. Who refuse to take care of the problem: ******—**** and ************.For Sterling Infosystems, Inc. : * ***** Street ***** ***, *** ****, NY *****, ************.

Sincerely,
***** ******

Cc: Care.com, Sterling Info Systems, Consumer Affairs and Better Business Bureau

Desired Settlement: Unspecified

Business Response: We would be happy to look into this further for Ms. ******, however, we will need the e-mail address that she had used to enroll in order to do so. We look forward to her response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

January 14,2014 To Whom It May Concern: Today I received a letter that the online company in question CCI.Care.com, complaint # ******* is requesting my email address which is ********@hotmail.com. They have sent me correspondents on a regular basis, they have my email address, they are just stalling. I have sent my complaint two times to my credit card company;******* *** and now two times to Care.com. On December 19,2013 I found proof on their web site that they know I ordered the $9.00 “Preliminary” package for a background check. I did not order the “Preferred”package they charged me for. I included copies and circled the information in my last complaint package and I am also including copies again in this one. It seems they are not reading the information thoroughly. I dont know how much clearer I can be for them. They clearly ordered the wrong package at $79.00 that I did not want and I have sent proof and made numerous phone calls. Their only excuse is that they sate on their site that there are no refunds...well they ordered something I did not want, they sent the wrong package, the proof is on the web site and I circled it again included in this package. I imagine there are many people who have been overcharged and didn’t realize it if they don't look at their credit card statement every month. How can they get away with it, I can’t imagine how much money they make by over-charging people  

Business Response: Thank you for the information. Care.com has the e-mail address ********@hotmail.com not ********@hotmail.com that was provided in the previous response. We have taken another look at into the information provided by Ms. ****** regarding her refund dispute. Unfortunately, the information is not substantial enough to indicate that she had selected another background check type. Perhaps it is possible that Ms. ****** intended to select the preliminary check, however, that was not reflected on the account. The user of the account had to have selected the specific background check in order for it to be completed. It's an automated process that will default to the selected option. Furthermore, Ms. ****** would have seen a disclaimer indicating the amount that was going to be charged to her credit card prior to moving forward with her purchase. We apologize for any confusion that may have taken place. Unfortunately, any further dispute will need to be addressed to her bank.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used this company several years ago. My husband handles our bill pay. I just happened to be looking at our account and saw charges that began in April. I did not authorize a start-up again. It is a babysitting site and I do not have children that need sitters so there is no mistake on my side. I called the company when I realized what was happening. I asked them to return the 35.00/ month they had charged my card since April 2013. They refuse.... They only returned one month so I am out 315.00. This is criminal.

Desired Settlement: I would like them to return all the funds to me.

Business Response: Ms. ******* had contacted our customer service department on 1/13/2013. At the time, she had informed our customer service representative that she had been fraudulently charged.  Our protocol in case's like hers is to refund the most recent charge and to advise the member to contact their bank immediately. If Ms. ******* is claiming that her credit card information was compromised, it will be her responsibility to contact her bank to start a fraud investigation and to go them for further compensation. We apologize for any frustration she may be experiencing, however, there isn't anything further we can assist her with in this case. Her account has been closed and she will not be charged again unless she signs up in the future. We wish her and her family the best of luck with their future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have contacted my bank and they can not do anything because it is based on information that I admitted giving the company years ago.   The company can see that I have not used there service in years and that indeed it had been canceled in the past.  I do not know what happened  and felt that a compromise would have been better than what I got. The original person told me that occasionally accounts are reactivated and the costumer needs to be on top of it to stop it again.  How can an account be  reactivated when  this service was not been authorized. I am at fault for not picking up on it earlier and therefore would have been happy with  a refund for four out of the nine months refund I was charged for.   

Business Response: Unfortunately, once an account is labeled as fraudulent, there is nothing further we can do to assist the member. It becomes the responsibility of the member to pursue further with their bank. Care.com subscriptions do not re-activate themselves without being prompted by the member. In order for that subscription to have begun again, the user of the account would have had to authorize the charge. We apologize for any frustration, however, there is nothing further we can do. We wish Ms. ******* and her family the best of luck with their future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a membership with Care.com and some of their clients emailed me their contact information via Care.com. Recently, I went to get the contact information from some of my emails, but Care.com removed the contact information!! I know that I am not a member at this time, but I paid for the interaction with some of their clients, including the contact information that they provided me. Care.com does not the right to steal the information that I already paid for. I can understand them not providing additional contact information, but this information I already paid for and it is a very deceitful dirty business practice that they need to stop.

Desired Settlement: I want Care.com to unblock information that I received in emails at the time I was a member.

Business Response: We apologize for any confusion Ms. ******* is experiencing. Contact information is only available to members who currently hold a subscription. We understand that some members may be new to our site and may not be aware of our policies. We advise Ms. ******* to reach out to our customer service department either by phone or e-mail. A member of our team will be able to provide her with some contact information of a few of the members she has previously contacted. We hope that clarifies the matter!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Billing/Collection Issues | Complaint Details Unavailable
1/31/2014 Billing/Collection Issues | Complaint Details Unavailable
1/31/2014 Billing/Collection Issues | Complaint Details Unavailable
1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The people that work at care.com are extremely racist and discriminatory and are cancelling peoples account if those people are of color and not white. Here is my complaint that I filed: If I could give them 0 stars I would. We have a group of 250+ people who have all signed a petition and are filing a class action lawsuit against them. There are a couple women that work there by the names of ******* and ******, both of whom are extremely racist white women. When I placed an ad stating that our housekeeper needed to remove their shoes upon entering our house, they cancelled my account abruptly and without reason and after 20 emails and calls, finally got ******* to answer my call, and she said "we dont understand your culture here in america and we dont want your kind of people on our site." to which i replied "that is very discriminatory" and she replied "well we can cancel your account for any reason we want." Unfortunately for her, laws in the USA still apply despite whatever personal company policies she thinks she is abiding by, and we are going to sue them and have their entire operation shut down. I also have a PR team that is going to start taking all the stories of Care.com racism and discriminations and publicize all of them for people to know. Its about time their competition gets the leg up and care gets shut down. Disgusting awful employees have caused much stress, hearthache, and physical health issue for me and my wife. Enough is enough!

Desired Settlement: Reinstatement of my account and $100,000 for pain and suffering that they have caused by their racism.

Business Response: This is in reagrds to Complaint ID: ******* which has already been responded to. Please refer to that response for further information.

Consumer Response:

 

[Their response makes no sense. I dont have access to complaint ******* as referenced in their response. This is the typical type of behavior from these racist crooks.]

 

 

Business Response: We do apologize to *** ***** and his family for any frustration they may have gone through. Care.com does not discriminate against any member on the basis of race, color, religion, sex, age, national origin, marital status, sexual orientation, veteran status, disability, pregnancy or any pother class or status protected by law. We wish him and his family the best of luck with their future endeavors.

Consumer Response:

 

[LIARS. Your racist representative said "WE DONT DO THAT HERE IN AMERICA AND WE DONT UNDERSTAND YOUR CULTURE AND DONT WANT YOUR KIND OF PEOPLE HERE ON OUR SITE." I did NOTHING wrong and I am sick of your lies. We are going to file a 250 person class action lawsuit against you and let the media know all about what you are doing. This is highly illegal practice against the Constitution of the united states. Karma always wins out in the end. To the BBB, I am forwarding this to the attorney general and I highly recommend you investigate further. I can send you the petition with 250 people signed against CARE.com's illegal practices.]

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in March of 2013 I called the company prior to the next billing cycle: understood I was being billed every 3 months. They notified me that they will stop the subscription. Care.com failed to do that and never interrupted the charges to my credit card. They continue to bill my credit card for a total of 3, already cancelled, cycles. I called my credit card company to dispute. The credit card company is only able to refund 2 cycles. I called Care.com to complaint and they stated that their policy does not refund 3 billing cycles and that they had no documentation of me calling them to cancel. This is obviously not true. As a matter of fact, there is no activity in the account after 3/21/13 because I knew I called to cancel, so I thought this account was not active anymore after 3/21/13.

Desired Settlement: I expect Care.com will settle with my credit card company for the 2 cycles with them (My credit card company already put that credit back in to my account) and that Care.com will refund me for the remaining 1 cycle directly to me, the one that my credit card won't refund to me. (the first one of these 3 erroneously billed every three months started in 3/21/13). They know well the amounts. I called them October 25, spoke at around 5:00 PM with ******* to whom I notified about my dissatisfaction.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

First of all, I completely understood the Care.com subscription. Please don't upset me saying that my complaint was because I did not understand the rules of yours. My complaint has to do with Care.com deliberately continuing to charge my credit card even when I called to cancel the service. If Care.com failed to document my phone call and my specific request in March when I called to cancel this subscription, that is Care.com problem, not mine.  This complaint is based on Care.com deliberately continuing to bill my credit card despite I called to cancel the service. To my surprise, after reading the BBB complaints, I don't seem to be the only one suffering from Care.com billing practices. If Care. com failed to document the call, it is not my responsibility.  I know I am responsible to manage the account. I understand plain English so please, I'd appreciate if Care.com don't insult me with their response

Business Response: We understand Mr. ******* concerns and we extend our deepest apologies for any frustration he may be experiencing. Unfortunately, we will not be able to authorize any further refunds. Care.com has a system put in place that documents every call, e-mail, and outreach to our customer service department. Furthermore, when an action takes on an account, our databases automatically documents the action and the representative who had handled that case. Care.com does not have any record of a cancellation request from Mr. *******' account. Unfortunately, any further dispute on this matter will need to be directed towards his credit card company. We wish him the best of luck with his future endeavors.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for one month of service only ($39) then when second month was billed, I decided I would like to purchase the full year ($79). I called customer service and they stated that they would credit the first month and then charge me for a second month which would then equal the annual rate. I agreed to this, but now, I have been charged for three months ($29 first month, $39 second and third months). When I called customer service to get this resolved they told me that because I did not select the annual service upon downgrading from monthly to no service that I was being charged for all three months. I explained that I wasn't doing this on-line but via the customer service line and was told that the first rep was doing me a courtesy by changing my service from monthly to annual...what courtesy is this? None because anyone can either elect month to month or annual OR they can change from monthly to annual. When I asked why I am paying $107 for an annual service that should be $79 they told me the same reason - that I did not properly select this option when downgrading...but I never intended to downgrade, so why is this relevant? I just want to know why they are collecting MORE than their annual fee. This is not what I authorized while on the phone with the first rep, James, on 11/22/13. I asked to speak to a supervisor and *******, on 12/18, told me that she would submit my request to a supervisor. I received an email from **** that stated they do not do refunds. I responded that same day asking for a higher level supervisor. I received another email from **** that says again they do not do refunds according to their policy. I don't want a refund, I just want to be charged the correct annual fee. She said "Any further dispute will need to be addressed with your credit card company. I am the final contact in all customer service matters and there would be no one else to speak with. This email serves as my final communication on this matter." I am appalled at their lack of customer service. It is unfair practice to charge $107 for annual service that costs $79.

Desired Settlement: Would like to be credited $29 as they have charged me $107 for annual service that costs $79.

Business Response: We apologize to Ms.  ********* for any frustration surrounding her account. When she first subscribed to Care.com on 9/26, she had enrolled on the monthly subscription, which means she agreed to the monthly charge until cancelled. When she contacted our customer service representative on 11/22 she had indicated she had wanted the annual plan and not the monthly plan. Normally, the cost of our annual plans are $149.00. Our representative had given her the discounted rate because she had already been a subscribed member. He had indicated to her that she would be charged an additional $39.00 to complete the total cost of that annual plan. We apologize if Ms. ********* had a different interpretation of what had happened. We would be happy to refund the most recent charge of $39.00 but we would need to immediately unsubscribe her from the plan. In addition, that offer will only stand if she also stops utilizing the premium benefits. We await Ms. ********* response before taking action on her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not want to downgrade my service, I intend to maintain my premium service. I really only wanted the $29 refunded. 

Business Response: Unfortunately, Ms. ********* is not eligible for a refund at this time. The amount she has paid thus far is reflective of the services she has obtained. We apologize again, for any confusion she may have experienced through out this process. We wish her the best of luck with her future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The company has not offered a resolution. I'm not sure why they are saying what I have paid so far is reflective of services received when they have charged me $107 for a $79 service. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/20/2014 Problems with Product/Service | Complaint Details Unavailable
1/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Just like the other 237 complaints about collections, I too have been a victim to the fine print. Fortunately, I knew about the automatic subscription fee of $35.00 per month. That is why after one month and our family finding the perfect nanny I called Care.com to cancel my subscription in August 2012. I know this is a fact because it was right before my wife's birthday when I called. I was given no reference number the lady from Care.com told me I would be taken down to the "free membership". No worries. I pay my credit card each month, and at the end of the year of 2013, Discover card gives you this pie chart of your spending. Here is where the problems began, I noticed Care.com fees came to a whopping $630.00 from them! I called Discover and talked with them, their department has started a dispute file with Care.com to the sum of $595.00. They suggested I contact Care.com and talk to them about the dispute. This has gotten me no where. They are refusing to refund any of the money back to me.I am a school teacher, that works with Special Needs children. This refund would help me significantly. Like I said before I knew about the subscription auto renewal and I took care of it in August of 2012, but continued to be charged. I DO NOT want just the last months fees returned, that has already happened, I need the entire amount refunded.Thank you in advance.Here is all the info I can give the BBB.*****Care.com Member Care SupervisorCare.com Case Tracking Information (please do not delete):Case Number: 2013-12-31-*******Case Thread ID: ref:**********************:ref

Desired Settlement: I need the entire amount of $595.00 refunded. A muti-million dollar company in 16 different countries vs. me.I truly need the help of the Better Business Bureau.Thank you in advance

Business Response: We would be happy to look into this case further, however, we will need the e-mail address that his wife used to sign up.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company has been charging my credit card $35 every month for past 2 years for the service I didn't use. I didn't sign up for any subscription. This is an unauthorized use of my card.

Desired Settlement: Refund the amount $840.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I thought I was signing up for a onetime payment for theservice. Moreover I haven’t used the service for 2 years now. So why should Ibe charged for the service I didn’t use and the payment taken out of my creditcard?

Business Response: We want to acknowledge that the member Ms. ***** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ***** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ***** to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for what I thought was one month of Premium membership. Without my understanding and having it clearly stated, the account was set to recurring subscription. If I understood it was a monthly charge, I never would have signed up for it; I avoid that on principle. After I discovered the error -- unfortunately, 8 months of Premium membership charges later -- and tried to locate a customer service contact number or email form on the site, I was unable. I only found the number to Care.com after Googling and found it listed on this site. I tried to call customer service today, a Saturday, and received a message to call back during standard business hours. I am extremely bothered that Care.com does not distribute renewal receipt emails, as is common ecommerce business practice. I would expect that if I did accidentally sign up for a renewing subscription, I would be notified each time I would be charged, and thus, I could immediately correct the error. Additionally, I am surprised that I was charged $35/month instead of $28, the promotional price I thought I had received. I received that for the one-month that I thought I subscribed for and surprised my renewal fee was more than the promotional price I received. My main issue is that I didn't expect this to be an automatic renewal subscription, but even how it was executed -- price hikes -- bothers me. I located the receipt for the transaction, at at the bottom it stipulates it's set for recurring. I missed this in the charge area, and I didn't see anything stipulated during the sign up process. Even though I missed the line in the receipt, I still believe it was misleading, and the fact I cannot contact anyone is very frustrating. During the cancellation process, Care.com asks the reason for cancelling, and one of the top selections is this issue: not understanding it was a monthly subscription. Clearly I am not the only one, as common business practice is to include the most common reasons/answers to a question in a dropdown menu selection. I find the misleading billing AND lack of receipts for monthly billing -- as well as the lack of customer service Help information -- to be terrible customer service.

Desired Settlement: I would like a refund for the $208 (8 months at $35; May-December 2013). I am willing to pay for the one month I used the site and signed up for (I realized I did not want to use Care.com services after my month subscription was over).

Business Response: Thanks for your concern and your membership with Care.com. We hope you have found our website helpful in your search for care. Except as set forth by the below criteria, Care.com subscriptions are nonrefundable, and there are no refunds or credits for partially unused periods.  Exceptions for renewal charges specifically may be made if your account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on your account):

-Your account has not been used since the most recent renewal charge, AND Your request for a refund is made within thirty (30) days of the most recent charge.
-Charges older than thirty (30) days are not eligible for a refund under any circumstances. This applies to any membership length (ie: 1 month, 3 month, or 12 month). Additionally, no refundswill be offered for discounted monthly installment plans, bundled packages, background checks, or products and services purchased through any third-party promotions or organizations.

While we do not generally offer refunds as per our Terms of Use, I have refunded your last charge of $35 as a courtesy since you do meet the above criteria.  Your card will no longer be billed.  Please note that the refund may take up to a week to show on bank or credit card statements. Here is a copy of the refund transaction for your convenience:

****************** 01/06/2014 11:47:18 CREDIT ********($35.00) Approved
All subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when you joined Care.com. Many members find this feature useful as they like the insurance of having a community of caregivers available whenever they need care. As requested, I have downgraded your account to our Free Basic Membership, which allows you to continue to search for caregivers, post a job and receive responses without being charged. If in the future you’d like to upgrade again to re-start your search, this basic membership allows you to keep your past messages so you can retrieve them. I hope all of this helps and I truly appreciate your membership with Care.com.  If you have any further questions or concerns, please visit our FAQ page.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this website cancelled my account after i paid for premium service, and they never gave me an explanation as to why. i called them a dozen times and they finally stated on the phone that "we dont need to explain why we cancelled your account" over and over again. finally after prying even more, the lady on the phone said "i dont understand your culture and in america we dont live like that so we dont want you on our site". THIS IS HIGHLY RACIST AND DISCRIMINATORY. She was referring to some of my east asian practices of taking off shoes when entering the house and other things like that. they cancelled the account and didnt refund my money. there are 250+ other people with similar complaints here: http://chn.ge/*******

Desired Settlement: a public apology and reinstate all 250+ accounts on this list that they cancelled. otherwise we will take legal action.

Business Response: We would be more than happy to investigate into this concern. We are unable to locate a pre-existing account based off the information provided. Please provide us with the e-mail address that you had used to enroll so that we may look into this further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Billing/Collection Issues | Complaint Details Unavailable
1/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/16/13, signed up with care.com to post hiring notice $125 On 4/11/13, paid for background check $59 On 4/25/13, Sign up for another month $125 On 6/7/13, signed up for another month $100 (based on three months' service) I cancelled this service approximately one month later, but since care.com does not send email confirmations, I do not have the date of cancellation. I was subsequently billed monthly through and including yesterday 1/7/14 I operate a small non-profit and I understand that it is my fault for not noticing the monthly charges after the initial three-month period, HOWEVER, I did cancel the service. I cannot find ANY emails from care.com including any emails related to my signing up for service. I did receive emails regarding messages on the account through July (that included alerts about messages sent from applicants), but I did not receive a single email from them since then regarding my subscription, any billing, etc. It didn't phase me because I had cancelled the membership as I no longer needed it. I run a very small non-profit. I was pleased with the service I received during the membership I INTENDED to have. However, when I called for help with the months after the initial three (September 2013 through January 2014), the support person gave me a canned response about their policy to not offer refunds. When I asked to speak with a supervisor, she put me on hold for an extended period of time and then came back to tell me it's also not their policy to put people through to supervisors, but that a supervisor would contact me by the end of the business day tomorrow. I understand we are a society that expects things to happen immediately, but it is poor customer service to not have someone that can help or is willing to talk to you. It's very clear on my account that there was no activity after July -- I posted nothing and responded to no messages. I understand being responsible for August despite my lack of use of the account. But it's unfair to keep my non-profit's hard raised money from September 2013 through January 2014 from an error on either my or their part. I did cancel the service. My account is currently a basic/free account as indicated in a screenshot I have and can share, but they continued charging me $100/month. There is no email communication from them regarding billing AT ALL even when you sign up with them. I assume this is how they stick you with monthly fees and I assume this is the bulk of complaints about them as they do not communicate via email when they charge you monthly. They do not communicate when you make changes to your plan, so on and so forth. As such, this put me in the comfortable position of thinking everything was ok. And then when I go back and look at bank statements as we prepare our financials, I see the monthly charges. Their unwillingness to work with a good customer who did pay for and use their service, happily I might add, is poor business. Their lack of communication is unacceptable when charging peoples' and business' accounts. It's misleading and unethical. And, again, it's a way for them to get away with billing people who signed up for recurring contracts EVEN ONCE THEY THOUGHT THEY HAD CANCELLED THEM! If they had just picked up the phone and been helpful, I wouldn't be posting this. But their unfairness and lack of response is why I'm filing this complaint. Very poor service. More importantly, in my opinion, is the fact that when I log into my care.com account today and click to read a message, it asks me to sign up for a plan. I just took a screenshot, but there doesn't appear to be a way to post it here. I'm glad to provide it. So how would I think I have an account, when it's asking me to sign up for an account at $125/mo or $100/mo for 3 months, etc.? Very frustrating. My profile says I have a basic plan and asks me if I want to upgrade... Why would it do that if I have a plan I'm paying $100/mo for (which is above the basic plan)? Thank you for your assistance in helping me resolve this.

Desired Settlement: I expect to be reimbursed the $500 that was unfairly charged to our non-profit dog rescue.

Business Response: This dispute was resolved today over the phone. Ms ****** was refunded the disputed amount. We wish her the best of luck with her future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.com's 1 month trial membership in Sept. 2013. I was going to see how I liked the site and was not able to find a suitable caretaker for my 2 year old daughter. I was not aware that Care.com would continue to charge my credit card every month without my permission. I even checked my care.com account on their site and I did not see any billing information saved on the account so I'm not sure why they continued to charge my card. I did some research and found in their Terms and condiditions that they will continue to charge if the customer does not intentionally go into the site to cancel. I believe this is wrong and they should place a warning UP FRONT when signing up for their "TRIAL" membership so the customers are not deceived in any way. I believe this is a wrongful practice on Care.com's site. I also see that I am not the only one who has had this horrible experience with this company.

Desired Settlement: I believe I was wrongfully charged for 3 months of Care.com's services and would like a refund of $117.00.

Business Response: Thanks for your concern and your membership with Care.com. We hope you have found our website helpful in your search for care.Except as set forth by the below criteria, Care.com subscriptions are nonrefundable, and there are no refunds or credits for partially unused periods.  Exceptions for renewal charges specifically may be made if your account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on your account):Your account has not been used since the most recent renewal charge, AND Your request for a refund is made within thirty (30) days of the most recent charge. Charges older than thirty (30) days are not eligible for a refund under any circumstances. Thisapplies to any membership length (ie: 1 month, 3 month, or 12 month). Additionally, no refunds will be offered for discounted monthly installment plans, bundled packages, background checks, or products and services purchased through any third-party promotions or organizations. While we do not generally offer refunds as per our Terms of Use, I have refunded your last charge of $39 as a courtesy since you do meet the above criteria.  Your card will no longer be billed.  Please note that the refund may take up to a week to show on bank or credit card statements. Here is a copy of the refund transaction for your convenience:****************** 12/30/2013 01:37:35 CREDIT ******** ($39.00) ApprovedAll subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when you joined Care.com. Many members find this feature useful as they like the insurance of having a community of caregivers available whenever they need care. As requested, I have downgraded your account to our Free Basic Membership, which allows you to continue to search for caregivers, post a job and receive responses without being charged. If in the future you’d like to upgrade again to re-start your search, this basic membership allows you to keep your past messages so you can retrieve them. I hope all of this helps and I truly appreciate your membership with Care.com.  If you have any further questions or concerns, please visit our FAQ page.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To begin with, if a Care.com representative gives me a copy and paste response, it will NOT be read and this problem will NOT be solved. I would like to tap lightly on why 16 year olds need their parents permission to use this service? As much as it's a scam it's belittling that they think parents of teens need to know all the "messages" and need all the email about new jobs that they don't want to see...so if Care.com would like to change their policy of the "Teen Caregivers" that would be absolutely fantastic. If I took a poll out of very family who uses a babysitter on the weekends about 95% of them would say they use someone under 18, and I promise you that is a legit ament fact. Now I understand this "service" is focused on daytime positions who need caregivers 18+, but Care.com needs to realize if they are going to let 16 year olds go out and babysit for families they better treat them as more than what they are doing currently. Now, since I've discussed my "Teen caregiver Issue", I have not been able to get a profile picture since I've been on this website in the last 5 months. If I get another email about "after careful review your photo has not been approved" I'm going to literally have to terminate my own account (if it's not already by the end of this complaint). I have tried 10+ pictures of myself following all the rules and what not. What's funny is majority of the caregivers don't have a picture, and a select few do? We can all conclude from this, you have to be a paid member to have a profile picture. Care.com says okay...she is not paying us so let's go ahead and send this email, and again, and again. NO WHERE in the terms and conditions does it say you have to be a paid member to have a profile picture! It never tells you that. Honestly if that's actually what it is, I have no problem deleting my account, because that is obsurred. Yea we offer background checks, but sorry you don't get to see their face. I would like to either have my picture put on their immidiatley or they better put that you have to pay for a picture in the terms of agreement!

Desired Settlement: I need to know and not lied to, if you have to be a paid member to have a profile picture. Also wanting them to change the age of "teen caregivers" to under 16 years old.

Business Response: We appreciate **** ********* feedback about Care.com's policies. In regards to our guardian monitored accounts, Care.com does require that all minor operated accounts be linked to a guardian. This is an added safety measure to protect our members from possible fraud and safety concerns. We understand that our underage members are valued caretakers in their community. To give you a timeline, before this year, minors were not allowed to enroll on the site at all. As a stipulation to our restrictions about having minors on the site, we were able to allow them to enroll only if a guardian monitored the account. We hope that helps Ms. Richards to understand why this must happen. In addition, photos are not required to be on an account. It does help in terms of visibility and getting responses from potential families. If you are having issues uploading your photos, it is most likely because your photos are not meeting our guidelines. Our guidelines can be found in the FAQ section of your account. As a tip, we do not allow selfies, borders, sunglasses, or any close ups that crop out any part of the member's face. After review, it does seem that you currently do have a photo approved.  We wish you the best of luck with your job search!

Consumer Response:



 

 

Business Response: We do extend our sympathies to *** ******** if she does find frustration with the safety policies of Care.com. Safety is our top priority and we do the most that we can to protect all of our members. We do appreciate *** ******** feedback and we will pass it along accordingly. We wish her the best of luck with her job search.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had signed up with www.Care.com on Nov 3, 1012 to what I thought was a one month subscription to their service. I used their service less than a week and never logged on again until December 5, 2013. www.Care.com automatically charged my credit card from December 2012 until now, every month without my knowledge and no notification to me. I didn't not realize this activity was occurring until I was checking why my Job posting was rejected and was looking around my account information. www.care.com had retained my credit info and charged me every month in the amount of $37 every month after November of 2012. I did not receive any email notification of this activity from www.Care.com. All the information required to notify me was retained in their website and I was not notified of this activity. I thought I had signed up for one month subscription and did not realized that they were retaining my credit card and automatically renewing my subscription monthly. Their website is very misleading as they offer what appears to be 3 types of subscriptions (1 month, 3 months and 12 months). The information of the auto-subscription is in fine print and I did not see this until www.Care.com customer support pointed it out. The fine print said that any subscription will be automatically renewed and you had to manually cancel the subscription. If anything had happened to this they would have auto-renewed this subscription without an end in site. Their business conduct is wrong in so many ways.

Desired Settlement: Be refunded for the months where I did not partake in any activity within www.care.com. 12 months (Dec 12 thru Nov 13) x $37.00 = $444.00

Business Response: The most recent charge has been refunded. Please allow 3-5 business days for the changes to be reflected on your statement. In addition, please see the attached document regarding Care.com policy. ****************** 12/12/2013 11:09:58 CREDIT ******** ($37.00) Approved

Consumer Response: Better Business Bureau: I agreed to a one month subscription. Auto renewal of that subscription was in fine print and you would have had to be looking for that information to have seen that the auto renewal information.  Your subscription process did not make that information clear. The user should not have to be trained in your policy to know that but it should have been made crystal clear so they fully understand what they signed up for.  Since I had no idea that is what I had done since I received no receipt that I had accepted to an auto renewal, I didn't know to cancel the service. If I had received at least one email or some type of notification of the auto renewal, I would have known that this was happening and rectified the action. I did not receive a single email notification. I would like all 12 months refunded. Again Care.com should revamp the subscription page where auto  subscription is made as an option and not a default that user must accept.  This is a poor business practice that could protentionlly defraud a lot of users if for one reason or another they were not able to cancel the subscription. Regards, ** ****  

Business Response: We want to acknowledge that the *** **** claims to have not understood the Care.com subscription when he enrolled and feels deceived by his experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to *** **** if he was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage *** **** to reach out to us at any time in the future for clarification or assistance with his account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for specifically a one-month term to try Care.com. The advertisement quoted me the one month price of $39.00 I now have been charged a second month and the process to try and get the refund is lengthy and not straight-forward. I feel as though the online advertising about the choice of payment options was misleading and at no time when I signed up was it disclosed to me that the one-time payment was not one-time.

Desired Settlement: I want the refund of $39.00 that was an unauthorized charge dated 12-15-2013. And no more future unauthorized debits from my account.

Business Response: We have refunded the most recent charge of $39 back to your card. The refund, although processed, may take up to a week to show on your bank or credit card statement. 

Care.com is an automatically renewing subscription service and it is ultimately  the member's responsibility to downgrade their subscription or contact us for assistance once through using the service. Furthermore, Care.com has a strict refund policy, as stated in our Terms of Use, and as a result we will not be able to offer any further refunds.

We have personally downgraded your account to a free Basic Membership, and you will no longer be billed.  With the Basic Membership, you will still be able to review caregiver profiles, receive notifications about new providers in your area, and have the ability to search the Care.com database. This can be very helpful in case you have future care needs, and if you decide to upgrade your account to Premium again, you won't need to create a brand new account. 

We hope this helps and if you have any further questions or feedback, please let us know how we can help, or feel free to browse our FAQ section.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

However, there is still a problem with the way this company marketed its services and they do not publicly display a phone number to call for help.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company charged my account 7 times without my authorization. When I inquired about the charges I was told that they were not for the accounts that I had open, and that they could not divulge the information regarding the account that utilized my information due to "privacy" issues. As I see it, them allowing my information to be utilized by another would be a violation of MY privacy. They cited areas of the contract that I agreed to and said that they were not liable to refund me, but that they would refund only the last charge. That being said, I now have to cancel my credit card due to their security breakdown, and am still out $150. I am extremely dissatisfied with their nonchalant and uncaring responses to my concerns, and that I am being put at fault for their lack of security with my personal information.

Desired Settlement: I wish for a full refund and for the site to work on their security to prevent this from occurring in the future.

Business Response: We apologize to *** ******* for any frustration that she experiencing. After reviewing her case, and the notes from her previous contact to Care.com, it is apparent that this issue surrounding her credit card is an issue that needs to be addressed directly with her bank. If *** ******* feels that her credit card was fraudulently charged, she should report that case to her bank/credit card processor so that they can take the necessary steps on their end. Care.com's policy only allows the most recent charge to be refunded in cases of fraud, after that point, it becomes the responsibility of the bank to handle. We wish *** ******* the best of luck and we hope that she is able to resolve her concern quickly.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very disappointed with Care.com service. I completed my profile, submitted appropriate photos that were consistently denied. I paid for the membership and was never allowed to apply for any of the jobs available. Each time I attempted to apply for a job I was given a message that I needed to apply/register or have to be a member to apply for jobs. This was a waste of my $20.00. None of the positions I attempted to apply for allowed me to do so. And your website rejected all three of my photos of which met the required criteria. And now I will be charged for another $20.00 for nothing at all. I would never recommend their services to anyone as my experience was not positive at all. I have a professional work history and this is inappropriate business. I never saw anything that explained my contant restrictions to apply for jobs when I paid my fee to be a member. Or understood the rejection of my photos when it did meet the criteria outlined.

Desired Settlement: I would like my $20.00 fee and the December 2013 payment for $20.00 scheduled to be withdrawn reimbursed. I don't think it's fair that I have to pay for services that were not available to me.

Business Response: We apologize to *** ****** if she had difficulty understanding her premium membership as well as navigating the site. After review of the account, I do see that *** ****** has already set her account to close on 12/15/2013 and she will not be charged for another monthly cycle. Unfortunately, I do not see any indication that *** ****** had contacted our customer service department as an effort to resolve any issues that she was experiencing. Our customer service department is available by phone, e-mail, and social media outlets. There is also no reason for *** ****** to have difficulty applying for jobs online. She had enrolled as a childcare provider and would have only been eligible to apply for jobs within that field. If she had wished to apply for a different service, she would have been required to fill out an additional service profile for each of the desired fields. All of that information can be found in the Help Section of Care.com. We apologize for any frustration, however, Care.com will not be refunding the original charge. *** ****** had agreed that it would be non-refundable upon subscribing, and again, Care.com has no record that she had difficulty using her account. We wish *** ****** the best of luck with her job search.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had signed up with www.Care.com on Nov 3, 1012 to what I thought was a one month subscription to their service. I used their service less than a week and never logged on again until December 5, 2013. www.Care.com automatically charged my credit card from December 2012 until now, every month without my knowledge and no notification to me. I didn't not realize this activity was occurring until I was checking why my Job posting was rejected and was looking around my account information. www.care.com had retained my credit info and charged me every month in the amount of $37 every month after November of 2012. I did not receive any email notification of this activity from www.Care.com. All the information required to notify me was retained in their website and I was not notified of this activity. I thought I had signed up for one month subscription and did not realized that they were retaining my credit card and automatically renewing my subscription monthly. Their website is very misleading as they offer what appears to be 3 types of subscriptions (1 month, 3 months and 12 months). The information of the auto-subscription is in fine print and I did not see this until www.Care.com customer support pointed it out. The fine print said that any subscription will be automatically renewed and you had to manually cancel the subscription. If anything had happened to this they would have auto-renewed this subscription without an end in site. Their business conduct is wrong in so many ways.

Desired Settlement: Be refunded for the months where I did not partake in any activity within www.care.com. 12 months (Dec 12 thru Nov 13) x $37.00 = $444.00

Business Response: This is a duplicate case. Please see response from case: *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BBB: I purchased a one month membership with Care.com to find a nanny in December 2012. I paid a one time rate of $35.00. After one month of Internet service, I found a nanny and cancelled the service. Care.com has continued to charge my credit card, without my permission, for an additional 11 months of service. I have been charged $385.00 in fees for services I did not authorize to my account. I have tried to email Care.com about these unauthorized charges to my credit card. This company has refused to refund my money for a service I have cancelled. I have had to cancel this card and get a new card, because care.com has refused to stop charging my account. I appreciate your time in looking into this. ******** ****** DO

Desired Settlement: I would like the charges that were billed to my credit card after the first month of service refunded. I cancelled this service after one month.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: We want to acknowledge that the Ms. ****** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ****** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment. Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ****** to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com has unethical business practices. It is not true that I am claiming not to have understood the contract.  I accepted the contract, and then cancelled your service by internet on December 14, 2012 and by phone on the same date.  Sending screenshots of your contract does not make sense--I agreed I signed up for your service, and then cancelled it one month later.  Your company continued to charge my credit card with unauthorized charges for the following 11 months.  I have had to have my credit card cancelled and have a new credit card issued so that your company could not continue to bill my credit card  without permission.   Your company has committed fraud by charging me a service that I cancelled. I have started the process to dispute these charges with my credit card company. I am extremely dissatisfied with your level of customer service--you are trying to blame me for a mistake your company made. I cancelled this service, and your response is leading me to believe that this is an intentionally committed act of fraud and likely a systematic method to defraud your customer base.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: DO NOT USE CARE.COM!!! they rip you off! they have been over charging my credit card for months!! I called to complain and they did nothing about it! I deactivated my account and they still charged me months of services i did not use!!! i called again and they wouldnt refund my money! VERY VERY BAD BUsiness!! use greataupair.com much better company!!!

Desired Settlement: AWFUL COMPANY!!

Business Response: We would be happy to assist Ms. ****** with her complaint. For the record, it is unclear on whether her or not her complaint was meant to be a review or an actual complaint. Ms. ****** had signed up for an automatically renewing subscription service. Our site indicated this information to her upon enrollment, upon subscribing to her specific subscription selection, and within our FAQ's and Terms of Use. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. We sincerely hope that this clarifies the membership options that was given and illustrates how readily  this information is available during enrollment. We encourage Ms. ****** to reach out to us at anytime in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/7/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/7/2013 Billing/Collection Issues | Complaint Details Unavailable
12/7/2013 Billing/Collection Issues | Complaint Details Unavailable
12/1/2013 Billing/Collection Issues | Complaint Details Unavailable
11/23/2013 Billing/Collection Issues | Complaint Details Unavailable
11/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I found out today that one of my business credit cards has been charged $35 per month for over 3 YEARS for a service I thought ended after 6 months. I called the company and they said they could see where I had not logged into account since July of 2010. They refuse to issue a credit back because even though I signed up for the 6 month plan in the fine print it told me that I would continue to be charged if I did not cancel the membership. They could not give me proof of this. I have paid them over $1200 for services that I did not receive. This is a SCAM.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Once again, your business practices are misleading. No one signs up for a 6 month membership and expects it not to cancel for 3 years. When signing up for this you do not read all of the fine print since it is advertised as a one month, 6 month or yearly membership. I signed that well over 3 YEARS ago! Was it the same then as it is now?? You can see that I did NOT access the account for over 3 YEARS and yet you refuse to do the ethical and correct action and refund my credit card.  Luckily for me I paid with my AMEX and will get some of this returned. Your business practices are shady and misleading. I will continue to warn everyone I can about it.

Business Response: As mentioned in our previous response, we do empathize with Ms. *****'s case and we do apologize for any frustration she is experiencing. Our subscription policy has not changed since Ms. ***** has enrolled, and the screen shot that was included in our response is the same view that Ms. ***** had seen during enrollment. Our refund policy has changed since she first enrolled and our older Terms of Use can be found online. Our previous refund policy did not allow for any refunds to be issued after an account has been billed. Our Terms of Use had changed early this past summer which allowed for the most recent charge to be refunded if the account had not been used. We have made an exception to the policy for refunding an additional 90 days.

We are sorry to hear that Ms. ***** will not be recommending our services. At this point, we have described our policy in full and we have exceeded the refunds that can be allowed. We wish Ms. *****s and her family the best of luck with their future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted care.com's customer service team via phone and email repeatedly over the last 30 days with absolutely no response. My contacted year of membership ended in 10/2013, but care.com automatically renewed the membership, therefore extending the billing cycle through 10/2014 despite my NUMEROUS requests and demands to cancel. I am filing through BBB and have obtained legal counsel to resolve this matter if care.com refuses to do so within the next 10 business days; I have also notified our bank and stated that care.com charges are now unauthorized on our account. We have passed the legally obligated membership period for monthly billing, and care.com is now illegally charging our credit card.

Desired Settlement: Cancel my membership, effective IMMEDIATELY, and cease the monthly billing.

Business Response: We thank the ***** family for reaching out to us about their request. After review of their account, it is apparent that this case has already been resolved. It appears that they reached out to our customer service department through e-mail communication. An e-mail representative had refunded the last charge and cancelled the account as requested. They will not be billed again unless they sign up in the future. We would like to point out that all of Care.com's subscriptions continue to bill until cancelled, as advertised on our site and on the subscription purchase page. The *****'s account continued to bill because they had not cancelled online and they did not submit a request to cancel. We appreciate their feedback and we advise them to reach out to our customer service department for any future needs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to sign up for a one month membership to Care.com in order to seek childcare for my children on July 28th, 2013. On the website, I selected the one month membership; however, the site kept freezing and I assumed that my information did not complete. The website would not work nor allow me to post my job. Unable to use the site, I never tried to logon again until yesterday (Oct 29th, 2013). Yesterday, I was reviewing my bank statement and realized that this company had charged my debit card automatically for the monthly $37 fee for the past 4 months. No where in my transaction did I agree to allow them to charge my credit card monthly without my permission as I had attempted to sign up for a one month membership. When I called them to report the issue, I was told that they have a strict no refund policy.

Desired Settlement: I would like a full refund of my $148. Due to the issues with the website, I had not logged on since the day that I tried to join on July 28th until I noticed the charges. I did not intentionally purchase nor was aware that I had purchased their service. I did not authorize the charge to my debit card as I was attempting to only sign up for a one month membership.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The website does not function properly.  The Help function also froze when I tried to request for help after being unable to post my job.  I clearly never logged onto this website after my initial attempt to join on July 28th as I did not think that my membership enrollment processed as I was unable to use the website.  Only after I saw the charges on my account did I realize that the enrollment was successful.  If this company is going to charge consumers for their service, they should have a functioning website that delivers the service that they are offering.  There are tons of consumers that have verbalized this same complaint on the internet.  This is not a single occurrance problem.  This is a repetitive scandal that have harmed numerous consumers.  This company's business practices should be investigated.

Business Response: We can certainly empathize with Ms. *****'s frustration. Unfortunately, Ms. ***** did not contact our customer service department until 10/28/2013 regarding the billing concern and at that point she was granted a refund according to policy. In addition, Care.com does not have any record of an attempt to contact customer service to resolve the site malfunctions she may have been experiencing. Unfortunately, there is nothing further we can assist Ms. ***** with on this matter. Any further dispute will need to be addressed with her credit card company. We do wish her the best of luck with her care needs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently subscribed to Care.com in order to identify prospective candidates for a housekeeper/infant care giver position. After accepting my application, and using the service for a brief period, I was informed that my subscription was being refunded due to my "criminal record". However I do not have any criminal record, rather I have a PhD and a stellar reputation within the academic community and my local community. My husband in fact is an elected official in our town. When I brought this to Customer Service the response was to treat me as though I needed to prove my innocence and that I needed to contact the company that conducts Care.com's security checks. I contacted the company and was informed that Care.com had many problems with false reports as a consequence of their decision to conduct checks using only the name and date of birth; whereas all of their other clients provided social security information. As a result it apparently will take up to 90 days to obtain a correct check. This conduct of allowing me to join the site and then removing me from the site creates the impression that there is something wrong with my profile and has led to prospective employees no longer wishing to interview for the position. Care.com has been nothing short of rude and obnoxious throughout this situation and simply lays the blame on their security company. Additionally I am concerned about the public in general as Care.com is falsely stating that they conduct background checks that can be relied upon. In fact they are doing the opposite in that their process of checking the background of people relies on those people giving the correct name and date of birth. If one has a criminal record presumably they would just use a false date of birth and Care.com would endorse them as not having a criminal record. Conversely, if one is honest, such as myself, and provides accurate information then they may suffer from Care.com's negligence in not requiring enough information to prevent false reports. Care.com is clearly using the "security check" as a marketing tool while then failing to provide actual verifiable checks. I am deeply concerned that many people are relying on background checks that are portrayed as effective without realizing that it is essentially just a google search and thus exposing themselves and their family to potentially dangerous individuals.

Desired Settlement: In order to protect my good reputation from further smearing, I request that they reinstate the subscription immediately. In terms of the general public's protection that they should be required to clearly inform people that the security checks are only a cursory review and should not be relied upon, at the very least.

Business Response: We first would like to thank Ms. ****** for sharing her feedback about her experience with Care.com. After investigating into her complaint, we have discovered that her account has already been re-instated. To clarify the events that took place, every member that enrolls on Care.com undergoes a verification check. This process is outlined in our Terms of Use. The verification check is based off information that is entered into enrollment. There are times that information could have been entered incorrectly, or we need more information to verify the member. In Ms. ****** case, we had advised her to contact our partner agency that completes are verification and background check requests. After submitting more information, we were able to re-instate Ms. ****** to the site.

Ms. ****** is concerned that these types of checks are not being marketed properly to the public. For the record, we do not claim that verification checks are as thorough as background checks, which is why we outline the process in our Terms of Use. Families that subscribe to our services have the option to utilize our preliminary checks, as well as, select from three more comprehensive background checks which is what we advertise online and through media networks. Ultimately, the verification process is an added security measure that helps to protect our members.  We hope that provides clarification to Ms. ****** about her experience. We apologize for any frustration she may have experienced and we wish her the best of luck with her care search.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a one-month membership in July of 2012. I recently discovered a charge on my credit card for $35 for CCI*CARE.COM . When I looked into it, it turns out that even though I signed up for the one month plan, I was automatically charged every month afterwards. So instead of paying $35 as intended, I have paid $455 to Care.com to use their service for one month. As I haven’t logged into Care.com for 13 months, I thought that perhaps I could contact them and explain the mistake. I discovered quickly that Care.com does not want to correct for this mistake. I waited 45 minutes to finally press the correct combination of buttons to speak to a person. When I did, the agent informed me that she could take away the fee for the last month. I asked to speak to a manager and was informed that a manager would email me by the end of the day. He did and simply explained that they have an auto renewal policy and that nothing could be done besides the removal of the one-month fee. I explained to him that I felt this “policy” traps busy parents (who may be less likely to take the time to read the “fine print”) into having huge bills with Care.com, and that parents use care because it is based on the premise of trust and care, he informed me that this would be our final interaction. With a simple google search, I see that this has happened to many parents.

Desired Settlement: I would like a refund for the 13 months that my membership was auto renewed. If this is not possible, then at least make the cost more reasonable and charge the amount for an annual plan. It would be truly great if they changed their policy of "auto renewal" so that so many parents aren't trapped by the fine print.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This company's only response to my complaints has been to repeat their policy.  I am aware that they have fine print indicating they have an autorenewal policy.  I still believe the policy unethical.   

Business Response: Care.com does appreciate Ms. *******'s feedback about our policy. Unfortunately, she did agree to the policy upon enrollment. We have already processed the maximum refunds as allotted by our Terms of Use. Any further dispute will need to be directed with her credit card company. We wish Ms. ******* the best of luck with her future endeavors. We also advise Ms. ******* to reach out to Care.com directly for any other question or concern she may have outside of this topic.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was considering upgrading my subscription with Care.com online. I clicked the wrong button but went back to cancel the subscription realizing that it was incorrect . The company's website has a menu that asks you why you are canceling and states something like "selected the wrong option in error". They said they would be refunding. Two months later I see that I still have a charge for $168.00. I requested that they reimburse me completely an they said they would be charging me $70. I believe the company counts on people making those typos so that they can cash in on them. I am concerned about these practices. This is unfortunate because although I never used them it made me feel better to have a place to go to if I needed child care. I am writing because I TRULY BELIEVE THIS INTENTIONAL AND UNFAIR.

Desired Settlement: I want a full refund and for In Care.com to make their business practices more transparent.

Business Response: We apologize  for any frustration she may be experiencing. After the review of her account, it is evident that she is not eligible for a full refund as per policy. When *** **** subscribed she went through a process of entering her credit card information and accepting our terms. Her argument is that she had mistakenly signed up and had attempted to cancel and had requested a refund immediately. Unfortunately, the request for a refund had not come through to our customer service department until 10/28/13 through e-mail communication. At that point she had already utilized the features of her subscription in the month of September. Due to this information, we were only able to partially refund her account so that we were compensated for the services that had been used. Furthermore, the request for a refund is not something that can be done online. The request must come through either e-mail or phone communication. We empathize with *** **** and her feedback has been noted. Unfortunately, we cannot grant her request. At this point, her subscription has been cancelled and she will not be charged unless she authorizes any charges in the future. We advise her to reach out to our customer service department, immediately, with any concerns or questions she may have at that point. We wish her the best of luck with her care needs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am on a low income, and this joker of a company took my money without my permission, I did not ask for a premium account, and they simply switched it and took $20.00 out of my account where I do not want it, nor I want to use it! Then they told me I used premium features. They forced it on to me so when using the site I was not sure what was premium what not! I need money for food, and not someone to commit fraud and take money out when they feel like it!

Desired Settlement: I need a refund of $20.00 back to my debit card account, as I did not ask for this service!

Business Response: We would first like to state that *** ******* is claiming that she did not authorize a $20.00 payment to go through on her account. We take safety seriously on Care.com and credit card fraud is something that is not taken lightly. If *** ******* feels that her credit card information was fraudulently charged, we advise her to contact her bank immediately and report the case. On our end, we would shut down the account completely, and refund the last charge. Please note, that cancelling the account will remove all information. If *** ******* feels that she may have accidentally upgraded her account without realizing what she had done, there is nothing we can do in that case, in regards to a refund. All members have to accept that they understand that their credit card will be charged after upgrading their account, and they agree that no refunds will be issued after the account is billed. *** ******* had contacted our customer service department to dispute this charge. Our customer service department had cancelled her subscription so that she would not be billed again without authorization. We advise *** ******* to respond back to this complaint or to contact our customer service department if she is claiming that someone else authorized a charge on her credit card to go through fraudulently. In that case, we will proceed as mentioned above. We look forward to hearing back from *** ******* and working with her on this matter.

Business Response: *** ******* is claiming that her account has been fraudulently charged and that she had never authorized the payment to go through. As a safety precaution we have completely closed down her account and we have refunded the last charge. Her credit card information is no longer on file and her information is now inaccessible. *** ******* can sign up again in the future if she so wishes, however, we will not refund any charges she authorizes in the future.  The refund that was processed today will reflect on her statements within 3-5 business days. ****************** 11/12/2013 02:26:22 CREDIT ****1704 ($20.00) Approved We advise her to reach out to our customer service department for any questions she has in the future.  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/8/2013 Billing/Collection Issues | Complaint Details Unavailable
11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 1 month subscription for $39 to care.com (debited on 7/16/13) and expected to be charged for 1 month of service. Care.com continued to debit my account for several months after my 1 month subscription. I did not realize care.com was debiting my bank account until 10/15/13. I did not authorize the following debits to care.com: 8/16/13- $39, 9/16/13- $39, 10/16/13- $39.

Desired Settlement: I expect to be refunded the unauthorized debits made by care.com for the following charges: August 16th, 2013 - $39 September 16th, 2013- $39 October 16th, 2013- $39

Business Response: Please see the attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Well it is clear that Care.com has all their I's dotted and T's crossed when it comes to the legal language on their website which they use as a cover all to ***** people. Thanks for nothing. Obviously you need the money more than I do. 

Business Response: We want to acknowledge that Mr. ******* is not satisfied with the explanation that has been given to him. As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit. We apologize to Mr. ******* if he was not aware of this, but as was shown in the previous response, this information was readily available during enrollment.  When Mr. ******* first contacted Care.com, a representative immediately obliged his cancellation request and granted a refund for the current billing cycle that he was cancelling as a good faith effort to appease his concerns. Unfortunately, Care.com has already refunded the maximum that our policy will allow. We wish Mr. ******* the best of luck with his future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired ********* * from *** ***** Florida to look after my house and dogs the weekend of September 20-22. What my husband and I came home to was appalling. We returned home at 11:30 on Sunday morning to find an extremely drunk *****. One of my dogs was in the house, I believe she had her locked in a room and my other two dogs were left in the yard unsupervised and without any way to get back into the house for water. It was 90 degrees and 70% humidity that day and my dogs are black. There was no food in the dog bowl and what little water was in the bowl was filthy. I truly believe that she did not feed my dogs for the entire time she was here. ***** had a black eye and a gash over it. She could not remember how she got it. She told me that she and her husband had gone to the local winery on Saturday and that she had gotten drunk, and she then came back to my home where she then found and drank 3/4 of a bottle of **** ***** vodka as well as most of a gallon of ********** vodka. She also told me that she owed me a 6 pack of beer and a 6 pack of 7up. I later found that she had also helped herself to the whiskey we had and drank 1/2 of what remained in that bottle. She then showed me a ***** pillow and told me to bill her for it. She then announced that her phone wasn't working and that she wanted to call her husband. She borrowed my husband's phone, made her call and then flopped down onto the couch next to my husband and announced that she would be staying a few hours. She then patted my husband's thigh. We ended up giving her $150.00 in cash to get her to leave. An hour later her husband is at our guard house demanding entrance so that he can get his wife. When that didn't work, he called my husbands phone repeatedly until my husband finally talked to him. Our home reeked of alcohol and certainly not in the condition we left it in. I feel that care.com should reimburse me the $150.00 I had to give ********* * to get her out of my home.

Desired Settlement: A full refund of the $150.00 that was given to Ms. ******* to get her out of my home.

Business Response: We would like to extend our deepest apologizes to Ms. ********* for the unfortunate experience that she had. Safety is the utmost concern at Care.com and we would like to thank her for reporting to us what had happened with that caregiver. Unfortunately, Care.com policy does not allow for the compensation of damages that have taken place outside of the company. Section 9 of our Terms of Use states, "Care.com will not be held responsible and expressly disclaims any liability whatsoever for any claims, demands or damages direct or indirect of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such issues. By using this Site or our Services, you do hereby represent, understand, and expressly agree to hold Care.com harmless for any claim or controversy that may arise from any disputes between you and any Care Seeker, Care Provider or other user(s) of the Site." These are terms that Ms. ********* had agreed to upon enrollment.

While we cannot compensate Ms. ********* for the damages, we would like to offer her a free month of premium service to be used in the future. This free month has been noted on her account and it can be activated by contacting customer service. We sincerely hope that Ms. ********* has better luck moving forward.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I will not use Care.com for anything. This is the second time I have had problems with one of their "caregivers." It is very obvious that their advertising is false as they do not screen the people on their website. Offering me a $37.00 membership in no way compensates me for the $150.00 to get one of their drunken employees out of my home. She stole from me, she broke things in my home it gets worse every day that I am back and realize there is more and more missing. I expected more from Care.com.

Business Response: We are sorry to hear that Ms. ********* will not be returning to Care.com. Our site offers a variety of hiring tools and comprehensive background checks for our families to utilize while they are subscribed members. Unfortunately, Care.com is not an agency, and therefore, it is up to the member to be verifying references and following proper interviewing protocol. The offer for a free month of premium service still stands for Ms. ********* if she so desires to return to our services. She will need to contact our customer service department for activation. We wish Ms. ********* and her family the best of luck with their future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Your ads certainly make it sound like you are an agency. There is no disclaimer on your television advertisements. For the record I did do a background check as well as check references on ********* *******.  Nothing told me that this woman was a drunk or a thief. My local paper is interested in this story. Perhaps care.com would like to explain it to them.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The reason I’m writing you is that my membership was recently terminated following a 1 star review I left for a live-in nanny I had hired in August. My review was fair, honest and accurate. The nanny was a great house manager, but did not connect with my children. Consequently, she resigned by sending me a text while I was on my way to work on a Monday morning informing me that she would not be picking up my * year old son from school that day. I’m not a vindictive person and I was reluctant to leave a review sharing my experience, however after speaking with my friends (who also use care.com) I was persuaded to leave a review. My only objective in leaving a review was to share my experience for any other potential care.com families. After my review was ‘approved’ and posted, I received an email informing me that my membership was terminated. In my follow-up communication with care.com which included emails and a phone call to your outstanding customer service department (I spoke with ******), it was explained to me that care.com reserves the right to terminate any member as part of the user agreement. I checked with my lawyer who agreed that my membership was legally terminated, however he indicated that your business practice is something that may be considered unlawful if care.com is suppressing negative reviews by terminating users who leave them.

Desired Settlement: I would like my membership to re-instated and for Care.com to modify their business practices of terminating users how leave negative reviews.

Business Response: We would first like to start off by extending our sympathies to Mr. **** for any frustration that he may experiencing. We understand that Mr. **** has already been explained Care.com's policy surrounding account terminations. Ultimately, Care.com reserves the right to terminate any account for any reason and at any time. Mr. **** is concluding in his response that the account termination was due to a review that he had posted about another member. For the record, we would like it to be clear that Care.com did not provide Mr. **** with a reason as to why his account was terminated. As per policy, we did not disclose any information and we will not be able to disclose any information to himself or any other person about the details of his termination. His concerns about the policy have been noted and his feedback will be passed along to the appropriate department. We wish him the best of luck with his future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I had been a member of care.com for several years, and the only change in my user behavior was that I left a negative review regarding a caregiver.  Furthermore, after researching this matter on the BBB website and online, I determined that I was not the only one who had their membership terminated directly after leaving a negative review.   I believe the pattern of terminating members after leaving a negative review is an unfair and deceptive trade practice since active members will not be able to review negative comments.  I'm confident that a review of all members who have had their membership terminated by care.com will further confirm this pattern of terminating memberships due to leaving a negative comment.  The company is choosing to hide behind a user agreement that members are forced to accept and then engaging in a behavior to suppress negative reviews.  This practice is potentially dangerous since a member could hire someone without being able to review a negative comment left by a member who has had their membership terminated due to leaving a negative comment.

I'm disappointed that care.com has chosen to not handle this matter in an amicable manner.   I suggest their legal team review the whistleblower laws regarding unfair and deceptive business practices.  Since care.com engages in a service of assisting members with locating caregivers for children it is not acceptable to suppress negative comments regarding caregivers on their site.   Even though they reserve the right to terminate members for no reason, they cannot use this right to suppress negative reviews for caregivers. 

Unless care.com chooses to do the right thing and modify their business practice, and re-instate my membership within the next (10) business days, I will have no recourse but to proceed with filing the necessary complaints with State and Federal governing bodies.  I've reviewed Ms. ****** *******'s bio and I'm surprised and disappointed this is how here vision is being carried by out her team.   My motivation for pursuing this matter is to prevent this specific business practice from hurting a child.

Business Response: We do empathize with Mr. **** and we apologize for any frustration he may be experiencing. Unfortunately, we will not be re-instating his membership to Care.com. As mentioned in our previous response, all terminations are final. Furthermore, we do not disclose any information to any member regarding the reason for a termination. We would also like to take the time to remind Mr. **** that as a user of the site, he had agreed to our Terms of Use upon enrollment. We appreciate his feedback and we make sure that it is passed along appropriately.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The company requires users to accept an agreement which enables them to discriminate against their members as well as suppress negative comments regarding caregivers.  It is not acceptable to terminate users who leave negative comments which may prevent a child from being harmed.  The company's belief they are acting within their right since they require users to accept their terms/conditions is not acceptable.  I need for the company to provide a list of potential reasons why a user would be terminated.  Furthermore, I need evidence that my membership was not terminated due to me leaving negative comments regarding a caregiver.  I understand they are not bound to provide a reason why they chose to terminate my membership after several years, however I confirmation that I was not terminated due to leaving a negative comment.  This case should be considered OPEN until the company confirms why my membership was NOT terminated.   For example, was it NOT terminated for leaving a negative comment? 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I registered with Care.com earlier part of the year for in home services assisting with individual care. Care.com has a substantial amount of my personal information. Recently I was contacted by an interested (I thought) customer seeking for my services through Care.com. The cuustomer's first contact with me was through text on my mobile device asking if I was still interested in a position in working with her sick mom. The customer stayed in touch with me via emails for a week or two, she updated me with my duties, the hours she wanted me to work, errands I would have to run, the pay, the day she wanted me to start,even the progress of her mother's care. This all sounded fine but when she stated she was going to send me a check ($3500) to cash to get my weekly pay ($750) in advance and wanted me to take the rest of the money and Money Gram it to ************, NM so she can get her furniture delivered here in Missouri. In the last email I asked her why couldn't she send a check directly to the furniture company, I haven't heard from her since. This is a SCAM that's circulating around but my biggest concern is this person having my personal information and in her first contact with me she stated she got my information from Care.com. Is Care.com screeening their customers as they do potential employees? Now I'm wondering "what are me and my family suppose to do with all the violence in this world that a stranger is out there with my personal information"? This is really bothering me because they are suppose to be a trusted company you should be able to trust with your personal information. I've tried several times to contact Care.com but wasn't successful.

Desired Settlement: I don't know at this time

Business Response: We would first like to thank Ms. ******* for the information that she has shared with us. We would like to advise her to contact our customer service department either at careteam@care.com or ************ to provide us with more information about the person who had reached out to her. Safety is our top priority, which is why all members undergo a verification process upon enrollment. We are aware that there are times that a safety related issue can occur off of our site, and as soon as we hear of such cases, we always act upon it immediately. While we do our best to protect out members, we cannot always predict when a person will try and abuse our services. Ms. ******* did the right thing by stopping her communication with that person. We always advise our members to follow the safety precautions that we advertise both in our Safety Center and our FAQ's.

Furthermore, I have reviewed Ms. *******'s account and I see that she has listed her phone number as visible. That means she has approved members to view her phone number on her profile. In an effort to keep her information more confidential, we have  removed that from her profile. For the record, Care.com does not and would not share any confidential information about any of our members to anyone. I advise Ms. ******* to review our Privacy Policy for more information about that.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

I've read the response from Care.com as hard as it is to find a job I put my private information in their custody and it has been abused. The privacy act should cover some if not most of my personal information. Once the lady texted me and said she got my number from Care.com and discribed what duties she was looking for and I'm qualified for these duties, she wanted me to send her my resume,this I done. I'm afraid they can use my information for any illegal reason,and now since Care.com has taken action as far as my account....I'm still very concern about information she received and I only put my personal information because I trusted the site. I've registered with a few other companies and hasn't had this problem. Whoever this person is has my address,phone numbers,email address and whatever else is personal. THIS IS UNACCEPTABLE! This is suppose to be a company you can trust with your information. I'm trying to figure out where to go from here and as far as Care.com wanting me to read their policy, I did and it didn't state anything about criminals can get access to your information.

Business Response: We do empathize with Ms. ******* during this time, as we do wish to validate her concerns. Unfortunately, there is nothing more Care.com can do to assist with this issue. We have advised Ms. ******* to contact our customer service department so we are able to take the necessary safety precautions. We always advise our members to do what it takes to remain safe and worry free. On our site, we have a lot of information about how to stay safe when looking to hire and when looking for a job. We recommend that Ms. ******* review this information. Furthermore, we advise Ms. ******* to speak with law enforcement if she feels unsafe or in danger.  Ultimately, Care.com is not an agency, and therefore, we do not personally meet every member that enrolls in our services. As mentioned in our previous response, every member undergoes a verification process. Lastly, it is up to every member establish a sense of safety and security before sharing any personal information, which is advice that we publicly advertise on our website. We wish Ms. ******* the best of luck with her future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have filed a complaint in the past against care.com. I stated that my subscription with them was not terminated as I had expected. Their answer to that complaint was that I knew what I was getting into when I started the subscription. That answer does not give me a satisfactory response to the problem that I had with them. I had said that their subscription cannot be cancelled. I had called them to cancel it back in January of 2012. They did not cancel and continued to charge me every three months. I have recently called them to cancel it. I have no idea if this time they did either. The problem with this company (as many attest to in reviews online) is that one cannot cancel one's subscription with them. They make it next to impossible. I find this to be a scam.

Desired Settlement: I should be refunded for what I have been charged by this company since I last used their services and 'thought' I had cancelled their subscription.

Business Response: This complaint has already been resolved. Please see complaint #*******. Additionally, I am forwarding our previous response to this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The policies at care.com are intentionally deceptive. Their "one month" membership is automatically renewed every month without notification. When I discovered that this was happenning, I attempted to "unsubscribe" on their website. This seemed to be my only option to discontinue membership, however it was just cancelling the weekly emails. My account was still being charged. I called to explain that I was confused by their website and had intended to cancel my account, not just the email notifications. I was told that it was my mistake and they could only offer me a small, partial refund, even though it was clear from my activity that the account was unused after the first week. After scrutinizing their website, I still cannot find an obvious way to cancel my account. I'm sure I am not the only person having this problem.

Desired Settlement: I hope that they will change their deceptive policies in order to prevent others from being taken advantage of.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

After I "unsubscribed" from the service I was still charged for several months of service.  When I called to ask why they were still charging my account, I was told that I only unsubscribed to the email, not the actual service.  This is what I believe is intentionally misleading.  There is not clear way to cancel accounts on the website, however the "unsubscribe" option is clearly posted.  This was NOT addressed at all in their response.  In addition, when I called customer service, I asked to speak to a supervisor.  I was told that I would get a call back or an email in the next 24 hrs.  I specifically stated that I did not want to get any further emails from them and I would prefer a phone call.  Within 5 minutes, I had a form letter email.  This is extremely poor customer service. 

Business Response: For the record, Ms. ******* is claiming to have reached out to the our customer service department prior to October and she had requested to be unsubscribed from our services. Unfortunately, Care.com does not have any record of an attempt to contact customer service in an effort to unsubscribe from our services. Care.com does not intend to mislead any of our customers in any way. If a cancellation request were to have reached our customer service department it would have been addressed within 24 hours. We apologize to Ms. ******* for her frustration throughout this process, however, as explained in our previous response our policy is very clear on this matter. We wish Ms. ******* the best of luck with her care needs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a profile with the site for years, and was successful with the site. I found a job, but kept my profile for possible future use. Apparently, during this time, a routine background check was performed, and a summary offense which was WITHDRAWN, and clearly stated in court records, was found in my name. As I was employed at the time, I had not been checking my profile, and I do not check my email often, so I had no idea that this was going on. When I moved and was in need of a new job, and went to get back on my profile, I could not, and contacted the company that care.com uses for background checks in order to dispute their findings. I paid to have a background check run on myself, and it came up CLEAN. Their customer service was also pathetic, and I was told a claim would be filed, that I should fax my background check results to them, and that someone would get back to me. I did what was asked of me, and I never heard back from anyone, so I contacted care.com directly. As there is no phone number listed for them, I had to go through email. I received an obviously rehearsed response from someone stating that my account was closed and that they could not offer me membership at this time. I sent a response with another question, and got the same generic response. I am NOT a criminal, I have been caring for children for years, have excellent references, a CLEAN record, and they terminated my account. They state that I made no attempt to resolve the issue, which is FALSE. I made every attempt as soon as I was aware that an issue existed, and this company they use for background checks is just as bogus as they are. It is impossible to actually speak to someone and have issues resolved in a timely manner, even when you do put in the effort to do so, but somehow I am to blame. Care.com's policies should not be so blanketed, as I have read many reviews now of people with similar issues. They refuse to realize that some things need addressed differently than with a simple 'because we say so' attitude, and with an actual conversation. It is the worst 'customer service' I have ever encountered, by far.

Desired Settlement: They have a responsibility to actually care about the individuals using their site, and to have representatives available to listen to issues and actually look into things before categorizing everything the same way.

Business Response: We would like to address Ms. *****'s concerns about the closure of her account. Care.com has a strict policy about any cases that are pulled up on background checks. Anytime a case appears on a background check, regardless of the outcome, the account is put into a suspension period of 90 days. The account holder is notified of the results and is advised to contact our partner background check agency, AISS, to dispute the results. If the case is not completely cleared from their background check within the 90 days, the account is permanently closed. We apologize to Ms. ***** for any confusion she may have about our policy and for any frustration she may have experienced as result of this policy. Unfortunately, at this point, Ms. ***** is no longer eligible to be a member of Care.com. Ms. ***** had not contacted customer service until after her suspension period had expired, and therefore, our representatives were unable to offer her with any alternatives. We do wish her the best of luck moving forward.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: We are sorry to hear that Ms. ***** has rejected our response to her concern. As mentioned earlier, the policy surrounding cases that are found on background checks is one of our strictest policies. Unfortunately, we will not be able to re-instate Ms. ***** to the site. We wish her the best of luck with her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter used my debit card authorizing Care.com to make a 1 time debit of $20. The company had debited my card for 5 consecutive months and will not refund my money. They refuse to let me speak with a supervisor, give me the cust. svc. rep's full name or operator number, give me a supervisor's name, or give me the address of the company.

Desired Settlement: I would like the unauthorized charges of $80 credited back to me and I want them to stop debiting my card so I do not need to cancel my card to stop payments from coming out of my account

Business Response: We would be happy to look into this case further for Ms. ******. However, in order to do so, we will need the e-mail address of the account holder. We appreciate Ms. ******'s cooperation on this issue.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

the email address for my daughter is *********@hotmail.com    

Business Response: Ms. ****** had requested in her original complaint that she no longer wants to pay Care.com for services that her daughter enrolled into. This response can serve as a confirmation that her daughter's account has been cancelled and she will no longer be charged. Our records indicate that a supervisor had responded to Ms. ****** through e-mail. Their response indicated that Ms. ****** had signed up for an auto-renewing subscription service. Our policy is outlined in our Terms of Use, our FAQ's and on the subscription purchase. Furthermore, an e-mail notification was sent to Ms. ****** every week prior to each billing period, reminding her that she would be billed again. Ms. ****** is arguing that her daughter was under 18 at the time of enrollment. Care.com requires that anyone under the age of 18 enroll with parental consent and under a parent monitored account. Care.com was not informed at the time of enrollment of the correct age.

Care.com has a strict refund policy that is outlined in our Terms of Use. We have refunded the maximum refunds that our policy will allow by refunding the last charge. Any further dispute will need to be addressed with her credit card company. We wish the ****** family much success with their future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The assertion that I have ever received any email that anyone at care.com was going to bill my debit card is complete fallacy.  Had I ever, once, received such an email, I would have acted immediately.  I authorized care.com to bill my account only once, for $20.  I have asked for a supervisor to contact me regarding this issue, and have only received an email stating they will not refund any of the money.  This is a completely unacceptable resolution as far as I'm concerned, and indicated no effort whatsoever on the company's part to resolve my complaint.  I am very concerned that this company may also prey on other vulnerable young people, like my daughter, who are legitimately making an effort to search for employment. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Oct 1, 2012, I posted an ad for a sitter on Care.com. I signed up for what I thought was a 1-month subscription. The site certainly made it seem like this was a 1 month term. My credit card has been charged one a month for 13 month, $35 each time for a total of $455. The credit card statement reads: 10/03/2013 CCI*CARE.COM www.care.com MA Other Services $35.00 Details: CONTINUITY/SUBSCRIPTION MERCHANTS. This is very vague. I believe it is intentionally vague so as to avoid scrutiny on the statement. I thought I had signed for 1 month, so why would I expect to see monthly charges on my card. When trying to investigate this, I could find no contact information on your website. I filled out the email form requesting a call and got no response. I finally found your 800# on someone else's blog who had been scammed like me. I call the number and the CSR refunded $35. After looking into the origination of these charges, I found that your ads have no expiration date on them. Again, I believe this is intentional and misleading. I have been wronged by your company and I would like a refund.

Desired Settlement: I would like 50% of my total expenditures refunded, plus 5% interest. $35*0.5 = $17.5/mo, 13 months with 0.05 interest on the balance is $342.98. If you are unwilling to pay me this amount, please respond with a counter offer.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Your response statement mentions that CARE.COM has a call center available M-F. I was unable to find the phone number for your call center after browsing your site for over 15 minutes. I finally found it from another website (similar to the BBB) from another customer who felt defrauded by your business. There were hundreds of complaints on that site similar to mine. If one person is upset about a business practice, then that person is probably wrong. If hundreds (and presumably thousands, given other complaints from other sites like the BBB as well as customers who just don't take the time to complain) have the feeling of being wronged by your company, you need to do something to fix it. Your statement did little more to address my complaint other than accuse me of being illiterate, hence I feel that you do not understand the nature of my complaint. I feel that your company intentionally makes it difficult to unenroll/unsubscribe from a service that is auto-renewing. I feel that the charges on my credit card are intentionally vague so as not to raise suspicion. And, I feel that your company intentionally auto-renews the subscriptions because of the two prior points in a scheme to take money from honest and unsuspecting customers. It is my experience that other ad sites (craigslist, angieslist, backpage, etc) will expire the ad after a period of time. Even cars.com, zillow, eBay, stubhub, and classifiedads.com have an expiration date for the ad. I believe that you intentionally do not expire the ad, you intentionally make the charges vague on the credit card statement, and you intentionally make it difficult to speak to someone over the phone. I did sign up for the services, so I am only asking for half of my money back. I feel that it is a fair compromise. Please respond.

Business Response: Ms. ****** is claiming that Care.com is intentionally trying to mislead their members. We are sorry to hear that this is the impression that she has received from her experience working with us so far. Care.com values transparency, which is why we notify our members upon enrollment, in our Terms of Use, on the subscription purchase page, and within our FAQ's of our auto renewal policy. Much like other subscription services, it is the responsibility of the member to cancel at their own discretion. We apologize to Ms. ****** for her misunderstanding, however, no further refund will be granted. We wish her the best of luck with her future care needs.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

In their message to me, they claim to value transparency. How is it, then, that their phone number does not appear on their web site? How is it, then, that emails to customer support go unresponded? How is it, then, that charges on my credit card have little to no information about what is being purchased by the charge? Transparency? This is lip service. They advertise a product for a "1 month ad" that renews forever and they make it extremely difficult to cancel the service. They hide behind a policy that says, "Well, I told you 5 months ago that you need to cancel the service if you no longer want it." If one buys a service that is advertised as a "1 month" service, one would reasonably expect that to be a 1 month service. I will say it again: this is intentional. This is sneaky. This is no way to run a business. Said differently, this is an excellent way to run a business if you want to grow rich by being a vulture, feeding off honest, hardworking, former customers. I will not give this up. I am only asking for 50% of my money back. I think that is fair. The money that they collected cost them absolutely nothing. I would still be out over $200 from my family budget. CARE.com needs to come to me with a reasonable counter. "Read the fine print" is not a counter offer; it is a dismissal.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April I signed up for a one month membership with Care.com. They have three membership options listed when you check out "one month" ; "three month"; and "12-month". I signed up and gave my CC number to authorize a one month charge. I put it on a credit card that I never use and so posted a job on the site in April, looked a few responses and then decided that I didn't need to get a babysitter through the site at the time. I just checked my credit card statement and care.com has continued to bill me 37.00 every month even though I have not accessed the site, have never received a receipt, and did not authorize the charge past one month. I have spoken with care.com and they state that it is in there terms and agreements that they bill every month. They sent me a screenshot of the check out page with the disclaimer at the bottom. This disclaimer is 1. very small and they are purposely trying to deceive people and 2. I believe that this has been added since I purchased my one month membership. I am familiar with using the internet and never get caught up in internet schemes like this but because care.com is an established company I did not think they would act with such dishonest business practices. I have not visited the site since April and they should be able to access that information but they insist that they "never refund money". I have read that this is a common complaint online.

Desired Settlement: I would like for the months of May, June, July, August, and September to be refunded to my credit card as they were charging me for a service I was not using and for a service I did not agree to pay for.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not believe that is the screen that I saw when I checked out. I am very familiar with reading fine print when I sign up for something and I am under the impression that the check-out screen has been changed recently due to the large number of complaints. Also, I was not sent a receipt every month as my card was being charged. I believe that this is Care.com purposely trying to deceive its customers and sneak by without the customer knowing that the charges are happening. They send me a promotional e-mail at least every month, so why can't they send me a notification every month informing me of the charge? Also, they can check there records, I did not log onto the site in the month of May, June, July, or August. I only logged onto the account after I realized the charges were still being processed in September in order to cancel the account - not to look for Care or post an add. I did not use the services for the past several months and so Care.com refusing to refund the money even though the services were not used is wrong. I did not agree to there terms of use, was not notified I was being charged every month, and did not use the services when I was being charged. I understand there "no refund" policy; but they are blatantly trying to take advantage of there customers. 

Business Response: Ms. ****** had stated in her response that the screenshot attached in the last response was not the same screenshot she had seen upon subscribing. We have updated our prices since her subscription date, however, the screenshot is a copy of what we had advertised at the time of her subscription. So to clarify, the screenshot we had attached in our response is the exact view that Ms. ****** had seen. Furthermore, all of our pricing schemes, (old or new), had outlined our renewal policy just as Ms. ****** had seen when she subscribed.

Ms. ****** had also claimed that Care.com does not send billing reminder e-mails. We have not ever made the claim that we do send e-mail reminders. We find that advertising our subscription policy through our Terms of Use, FAQ's, and the subscription purchase page is transparent enough for our members.

As mentioned before, we hope that this helps to clarify her concerns and we hope that it alleviates some of her frustration.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This does not alleviate my frustration as Care.com is still refusing to refund the money for the months that I did not access the site and was not aware that I was being billed. Since I did not receive any notifications, I did not know that I was being charged monthly. I have not received adequate proof of what I saw on the website when I checked out. In addition, I did not access or use the services for the months that I was billed and so Care.com should have no problem refunding me the money for services that were not used. I did not contact any sitters, post any jobs, or even logon to the website over the months that I was billed. I will not be satisfied until I receive a full refund for the months that I was charged without my consent. If I knew I was being charged I obviously would have closed my account sooner seeing as I did not use the site at all. Care.com is obviously trying to rip people off with there "no refund policy" since they refuse to refund people who did not use the site and were not aware that they were being billed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I joined Care.com on 2/5 this year to look for a nanny for my son. When I posted my first ad, it asked me if I'd like to pay $37 so more people can see my ad. So I did pay for the $37 to get more exposure to care providers for the ad I posted. Little I know, that I was getting myself into monthly renewed membership. I was charged $37 every month without my knowledge or authorization. During the time I used care.com, I was getting all kinds of communications form care.com on different things about their company, who reviewed my ad, and many more stuff. But not once, they informed me that my so-called upgraded "membership fee" was renewed. This is not a legitimate company do to you. If this is legitimate, why they are hiding these "renews" from their customers. Our family took a trip out of the country at the end of April for a month. We have not touch care.com since. However, we are still charged ever month. And still, not a once, they informed us through the "mycare.com email" or my email about these charges. I tried to contact them but only got one month refunded. I noticed there are many people are cheated by them. The member renew was even one of the reasons to close the account.

Desired Settlement: I want care.com to refund all the charges it took from my credit card except for the first payment (which I authorized). The total is $222. I want them to inform all their members through their mycare.com email communications to inform those customers about the so-called "membership renew fee" so no one will be chatted by them anymore.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The information on care.com about the subscrition is misleading.  I was under the impression that I was charged for posting an ad for one month.  I do not unerstand why care.com claim itself as a pre-paid subscription service if one can post ad there without paying.  Only the people who care enough to pay them were tricked into this. Also, if all is legitiment, why I was not commuinicated when my subscribtion fee was charged/renewed?  What are they trying to hind?

Business Response: We would like to address that Ms. **** has not accepted our response to her complaint and she still feels that Care.com is misleading with their advertisement. We would like to apologize to Ms. **** for any frustration she may be experiencing. As mentioned in our previous response, our auto renewal policy was outlined on the subscription purchase page, during the enrollment flow, and in our Terms of Use. Care.com values transparency, and we aim to inform our members of all our policies and procedures. Unfortunately, we cannot refund anything further for Ms. ****, but we sincerely wish her the best of luck moving forward.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

$222 was taken from my account without my permission. I want it back. Not because you showed me the page I was misled, you can just take my money away. I still did not get my question answered about why I was not informed when your company taking my money from my credit card each month. I demand an answered! With over 100 complains on BBB and overwhelming amount of complains on the internet, I am surprised how your company still continue doing what you are doing to people. I cannot move forward just because your company told me I need to move forward. I do take your apology and I still demand my money back.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, my wife and I used Care.com for one month (August 2012) and enjoyed their service but, because I was laid off from my job, we chose to cancel our service after the first month. I specifically remember going to my account last September (2012) before my card was set to be billed again and canceling my account (or, so I thought) to avoid charges for another month. After reviewing my finances this past month, I was horrified to realize that Care.com had continually charged my credit card every month for the past 12 months without my knowledge bringing the total unwanted charges to $420 which is astronomical when you are unemployed and struggling to get by. Once I discovered this error, I contacted Care.com and explained that, because they had not once informed me of these continued charges and, since my account had been obviously inactive for 12 months, I would appreciate a refund for the funds which they collected in error from me. The response I received was simply that they have a policy of not refunding any customer for any reason but, they would give me back $35 of the $420 they collected as a gesture of good will. To add insult to injury, this 'refund' that they offered me just so happened to be processed the afternoon AFTER they charged my credit card for ANOTHER $35. When I contacted them again to express my distaste with their sneaky 'refund' practices and dishonest billing techniques, I received a short and cold response simply saying the matter was closed. Please understand, I am an honest person and, as I told the customer care member at Care.com via email, I will gladly pay for the month of service I willingly used. As for the following 12 months for which I was charged to maintain an account which I believed was closed, all I ask is that Care.com do the fair and honest thing and refund me for the services of which
I was charged without my knowledge. After using Care.com the one month I willingly paid for, I greatly enjoyed their service and told my friends about them as well. After this issue however, I have learned that this 'accidental' continuous billing has happened to other friends of mine as well which makes me wonder if it is accidental at all.

Desired Settlement: All I ask is that Care.com refund me the $420 dollars which they collected from me without my knowledge or consent. It may be a good idea for Care.com to also start informing your customers when you take the liberty of charging their credit cards. That way, issues like this can be resolved promptly when the customer learns of the charges that they did not agree to.

Business Response: Please see attachment.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

First off, I cannot believe that Care.com would offer an insincere response in which I am referred to as Mr. **** and later referred to as "her". Secondly, Care.com has offered nothing more than a generic screenshot of what customers see when purchasing a month of service and a thin 'time stamp' excuse in regards to my original complaint. My complaint is, and continues to be Care.com's underhanded billing practices and complete lack of communication with their customers regarding continued billing on accounts which are inactive for 12+ months and believed closed by the customer. Care.com made no reference to my account activity and conveniently has no record for my account cancellation which I find very hard to believe.  In conclusion, I am appalled and disgusted by Care.com and their complete unwillingness to do the honest thing and return my $420 to me which they collected for services I did not want and did not receive. I will gladly pay for the one month I used before cancelling my account since that is the honest thing to do on my part but feel very uneasy knowing my credit card information is in the hands of a company which bills without regard and quickly refers to fine print when their customers realize they have been grossly overcharged.  All I ask is to have my money returned to me and not a penny more. Care.com collected it through dishonest business practices and I would like it back.

Business Response: We sincerely apologize to Mr. **** for any frustration that he has been through in regards to his Care.com account and his interaction with our customer service department. As mentioned in our previous response, any requests to cancel subscriptions on Care.com are digitally timestamped and they are stored within our databases. Furthermore, any request to cancel a subscription through outreach to customer service is also documented in our records. Unfortunately, Care.com does not have any record indicating a cancellation through the **** family's account. In compliance with our Terms of Use, there is nothing further we can refund. Care.com's subscription policy is outlined in our Terms of Use which is public information that all members agree to upon enrollment. The **** family agreed to these terms when they had enrolled on Care.com. We wish them the best of luck with their future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

From day one, I have done everything in my power to take the honest path as I attempted to have $420 returned to my family from a company(Care.com) that took it when we needed it most through deceitful and dishonest business practices. Though any honest and respectable company would make every attempt to go above and beyond to see issues like these resolved and the customer satisfied, Care.com has chosen to not offer a SINGLE SOLUTION more than cold, and insincere replies in which they could not even be troubled to change their email templates to accurately address me as Mr. ****. Care.com has made it clear that they have absolutely no intention of righting this wrong and cannot even offer any tangible evidence to discredit my claims besides 'trust us, our records don't show you cancelled'. All they have proven through this ordeal is that I am not the first customer they have robbed and they could not care less that their policies and dishonesty hurt the people who make the mistake of using their services. I truly hope that the BBB can take some strong actions to ensure that this despicable company is exposed as the greedy and self-serving business that it is. I will also make it a goal to warn as many fellow parents about Care.com as well in the hopes that other parents won't lose hundreds of dollars to Care.com when they too need it the most.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My spouse enrolled for what she thought was one month of access to care.com after the birth of our first child. Care.coms database was not useful for our area so we disregarded it. Two years later we realize a recurring charge on our credit card for cci*care.com was not for one of our many monthly medical expenses. Care.com charged 26 additional "1-month*" fees over more than two years for a total of $910 in unauthorized charges without a single invoice. Care.coms customer service was willing to refund us $35 dollars and argued, as I expect to see here, that the recurring subscription is indicated in fine print on the registration page and bound by care.coms terms of use. Care.com does not follow the common practice of presenting the terms of use upon registration with a distinct "Agree" or "Accept" button or checkbox, however. Rather, Care.com assumes the registrant has both found and reviewed all of the fine print and terms of use (which is a separate link) before clicking the giant colorful button that says "Continue" (at the time my wife registered the button said "Upgrade") which according to Care.com constitutes acceptance. This is called a, "forced continuity contingency authorized through fine print", it is not considered ethical, has been called out by the FTC and is a practice I am corresponding about with my state representatives to create legislation against. Furthermore Care.com does not follow the standard accounting practice of regularly invoicing customers for charges they are making on their accounts. Care.coms customer service did refund $35 before refusing to answer further emails. We were also able to receive a reimbursement of $315 through our American Express Card which exhibited outstanding customer service. I would like a refund for the additional $560 that was billed to our credit card without our express consent or knowledge. Making an offer appear to be one thing and then disclosing it as another in fine print is not forming a contract in good faith. Nor is charging a client’s card without invoicing them an ethical business practice.

Desired Settlement: Refund unathorized charges, conform to internet contract standards, conform with generally accepted accounting practices.

Business Response: We would be happy to look into this case further. We will need the information of the account holder in order to do so. Specifically, the e-mail address on file will suffice. Thank you.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Thank you for acknowledging the complaint.  The additional information you requested regarding the email address the account was originally opened with is as follows:  **************@gmail.com  

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com illustrates with the attached document that the subscription is based on a forced continuity clause specified in fine print.  The user is not clearly presented with the terms of agreement, nor is the fine print necessarily legible to all users.  The author of this document even feels compelled to explain the page and to retype all of the fine print, "For clarification, the above text reads..."   Furthermore a button that says "upgrade now" does not clearly identifying the action a user is agreeing to.  My wife thought she was "upgrading" to a single payment of $35, not a continuous subscription. In short the conditions to which a user is agreeing are not clear and are in fact intentionally obfuscated; the contract is not being formed in good faith. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a one-month subscription and should have only been billed once. They continued to bill my credit card for four subsequent months until I realized it today and called them. To make matters worse, my initial one month subscription cost 24.34. Since then, they have been billing me 37.45 per month. They said that they would only refund me for the last month. I want to be refunded for all four months during which I was not using their service and never should have been billed. They say that their one-month subscriptions automatically renew. I think that is unethical and illogical. If I wanted their service for more than a month, I would have chosen a different subscription.

Desired Settlement: Refund of four unauthorized charges of $37.45 to my credit card. (Actually, refund of 3 additional charges- they have already agreed to refund one.)

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am rejecting this response because I don't recognize the screen that you claim I "would have seen" when I purchased my one month subscription.  I believe that a warning that the subscription would auto renew might have been buried in the fine print somewhere, but it was not displayed so prominently.  I am a cautious consumer who is wary of auto renewal scams and I would have noticed that warning if it had been displayed so prominently when I purchased my subscription.  I am a working mom with a mortgage, childcare expenses, and student loans and the amount of money that you charged to my credit card without my knowledge is significant to me.  As further proof that I never saw the screen that you claim I "would have seen" when I subscribed to your service, _this screen_ has a box checked next to a one-month subscription with a price of $35.  This is neither the price that I paid for my one-month subscription ($24.34) nor the amount that you charged monthly to my credit card for 4 subsequent months ($37.45.)I can also definitively say that you never notified me that my subscription was expiring and there was a deadline to decline auto renewal, nor that my subscription had been auto renewed, nor that my credit card had been charged for this auto renewal, each of which happened four times.  These would all be simple measures to prevent consumer subscriptions from being renewed without consumer intent or knowledge.  This is especially noteworthy considering I received approximately 70 other emails from care.com over the past 4 months, and have continued to receive junk mail from care.com after finally managing to cancel my subscription.Finally, I think that the sheer number of complaints that have been filed with the better business bureau by consumers who have had similar issues with your website is very strong evidence that your company isn't meeting an adequate standard of transparency and disclosure with it's subscribers.

Business Response: We would first like to address the misunderstanding around the cost of the subscription that Ms. ******** had purchased. The price of a monthly subscription is $35.00 before sales tax. When Ms. ******** first subscribed, she had the discount code "THANKS" which granted her 35% off her first billing cycle which resulted in a total initial cost of $24.34 with sales tax. After that point, the subscription renewed at the original price of $35.00 With local sales tax, her total monthly cost was $37.45.

As mentioned in our previous response, it is indicated on the subscription purchase page that the subscription will renew until cancelled. If you refer back to the original document that was attached to our response, you will see on the screen shot where this is indicated. Furthermore, Ms. ******** agreed to our terms of use upon enrollment. We wish Ms. ******** the best of luck with her future endeavors and we encourage our customer service department for any further question or concern.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am rejecting this response for the same reasons that I indicated in my rejection of your initial response, most of which you did not address in your correspondence.  I don't recognize the screen that you claim I "would have seen" when I purchased my one month subscription.  I believe that a warning that the subscription would auto renew might have been buried in the fine print somewhere, but it was not displayed so prominently.  I am a cautious consumer who is wary of auto renewal scams and I would have noticed that warning if it had been displayed so prominently when I purchased my subscription.  I am a working mom with a mortgage, childcare expenses, and student loans and the amount of money that you charged to my credit card without my knowledge is significant to me. I can also definitively say that you never notified me that my subscription was expiring and there was a deadline to decline auto renewal, nor that my subscription had been auto renewed, nor that my credit card had been charged for this auto renewal, each of which happened four times.  These would all be simple measures to prevent consumer subscriptions from being renewed without consumer intent or knowledge.  This is especially noteworthy considering I received approximately 70 other emails from care.com over the past 4 months, and have continued to receive junk mail from care.com after finally managing to cancel my subscription. Finally, I think that the sheer number of complaints that have been filed with the better business bureau by consumers who have had similar issues with your website is very strong evidence that your company isn't meeting an adequate standard of transparency and disclosure with its subscribers. I am hoping that you will conduct your business in an ethical manner and refund the money that you charged to my credit card without my awareness for a service that I did not intend to purchase or use.  I have offered some great suggestions above for preventing these types of misunderstandings with future customers.  I am sure that you want all of your customers to be satisfied and refer you future business rather than feel cheated and taken advantage of.  Thanks in advance for resolving this matter.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company starts a subscription for you. Then when you try to unsubscribe it does not do so. Then it keeps charging you for the subscription.

Desired Settlement: The subscriptions which have been charged from my credit card since January of 2012 should be refunded.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed on to their site to look for a job. I found a job quickly and canceled this transaction. They have continued to take money out of my bank account now for three months. I only have $4.00 in the bank and they've taken out $19.36. I need this money back. Why would I not have canceled this arrangement after I had found a job and wanted to continue to pay them a monthly fee when I am so broke. I have called only to be put through a system where if you're lucky you can leave a message - even though they never call you back. Have left three messages over the last two months. Most of the time you are put on hold and can't even get through to leave a message.

Desired Settlement: I want the money back that they have taken out of my bank account and I want this contract canceled. I canceled it months ago and they continue to take money I don't have.

Business Response: We would be happy to look into this further for Ms. *******, however, we are unable to find an account in which she was paying for one of our services. We researched the e-mail address and her full name, and we were only able to locate an account that had been closed on 9/9/2013 and had never been active for billing. In order to assist her further, we will need the e-mail address of the account holder who had signed up for premium benefits. In addition, we would also like to suggest that Ms. ******* review her credit card statements to confirm that the charge had originated from Care.com.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up on care.com with a Premium Membership so I could message the one housekeeping service that services my area, as the free membership did not allow messaging. I paid the one month fee with my visa debit card. Two hours later, I received a notification that I had a message awaiting me from the potential housekeeper. I could NOT log on to retrieve it. Less than an hour later, Care.com notified me that they were "removing my membership" which they can do "for any reason at any time". I was not given a reason. They still debited my account for the month of service, though I was a premium member for LESS THAN 3 hours and received no service. I want my fee refunded immediately. This is the shadiest thing I have ever dealt with in regards to an online "professional service". Take money then cancel the account without explanation. I also want to be assured that my debit card info is not on file, so they cannot continue to debit my account even though they closed it.

Desired Settlement: Refund of monies paid with no further charges.

Business Response: We apologize to Ms. ***** for any frustrations she may have regarding Care.com policy. Ultimately, Care.com reserves the right to terminate an account for any reason, at any time, with or without notice. This policy is outlined in our Terms of Use, and by enrolling onto the site, Ms. ***** had agreed to that policy. We advise that Ms. ***** refer to Sections 2 and 5 of our Terms of Use for additional information regarding our eligibility and termination policies.

Ms. ***** has requested a refund of her initial subscription payment. A representative from our company had already refunded that payment on the day of the account termination. I have included the transaction below:  ****************** 10/09/2013 10:09:00 CREDIT ******** ($29.25) ***** Approved.  We wish Ms. ***** the best of luck with her future endeavors.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/14/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com offers "1-month" "3-month" or "12-month" options when signing up to use their website. In the fine print it says "All subscriptions are automatically renewed until cancelled." In the order summary when you sign up it says "1-month membership." It seems that if you choose "1-month" the subscription is for one month only... but actually they keep charging your credit card every single month, with absolutely no notifications, reminders, receipts, or any kind of communication. In December 2012 I signed up for the "1-month" membership and now in September realize I have been charged for nine months worth of services! This has happened to many other people I know as well with Care.com. It seems that it is intentional on the part of the company to mislead customers in order to make more money. This is an unethical business practice.

Desired Settlement: Refund the 8 months of fees that were charged after the one month that I was under the impression I was signing up for.

Business Response: Care.com is an auto-renewing subscription service as stated in our Terms of Use as well as on the subscription purchase page. For the record, I would like to point out that Ms. ***** is claiming to have not understood our subscription policy when she upgraded her account on 12/31/2012. After review of her account, our records indicate that Ms. ***** had subscribed to Care.com 10/12/2011 in which she had reached out to customer service through e-mail on 1/21/2012, stating that she didn't understand our policy and requested a refund. A customer service representative granted her a courtesy refund on that same date and reiterated our policy through e-mail. It was made clear that it is the member's responsibility to cancel their subscription at their own discretion.

We apologize to Ms. ***** for any miscommunication regarding our policy and her subscription. Unfortunately, in this case, we are unable to refund anything further. Ms. ***** agreed to our Terms of Use upon enrollment. Furthermore, it was indicated on the subscription purchase page that it would renew until cancelled. The policy was explained to Ms. ***** through e-mail in early 2012 as well. Her feedback regarding our policy has been noted and it will be reviewed internally.  We encourage Ms. ***** to contact our customer service department for any further question or concern.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I think the fact that this happened to me twice, and has happened to hundreds if not thousands of other customers, is even further evidence of how the system is set up to trick customers into making this mistake.  When a customer signs up for a "one-month membership," they expect to pay for one month.  It is not even called a subscription when you select that option.  The company's failure to correct the terminology on their website, or to sent any billing reminders/notices/confirmations, is further evidence that they are purposely trying to mislead customers in order to make a profit.  It is not right for people to be taken advantage of in this way.  I see that over 300 similar complaints have been made about this business, and each time the business has gotten its way.  How many other customers must this be happening to who did not report to BBB?  I hate to see this keep happening to unsuspecting people.  This is an unethical way to run a business.  PLEASE listen to customers and do something to stop this business from continuing to take advantage of people.   

Business Response: We want to acknowledge that the Ms. ***** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com.

As was previously explained, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ***** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment.  Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ***** to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/13/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent the following to Care.com's customer's service: To Whom It May Concern, I'm a very busy professional with an infant and that's why I turned to Care.com. The first time I tried your site I had no luck and a lot of my time was wasted. The first person I interviewed, seemed to vanish after I wanted to hire her, and was having one of her references contact me on her behalf (very strange). The second person I interviewed and wanted to hire, has been unavailable the last 2 times I called her for work, yet her profile says she's available for work. These 2 people expressed that they wanted the job and had open availability. I canceled my subscription after that first experience. I'm trying Care.com once again, because I really do need someone to assist me. Already a pattern has started of potential candidates not being available and not responsive. I'm very frustrated and I don't have time nor money to waste. I feel at this point Care.com should refund my 2nd payment as a sign of good business practices and I'm requesting the full amount as soon as possible. Please don't hesitate to contact me for more details about my experience. Thank you for taking the time to read this. Regards, ***** Response: They are not willing to hear my case and grant my request.

Desired Settlement: Refund of 2nd payment ONLY.

Business Response: We are sorry to hear that Ms. *********** is not satisfied with the quality of the caregivers that are listed in her area. Care.com is not agency, and therefore, we do not offer a guarantee that a family will find the right fit for their needs. We do offer a platform where families and caregivers can connect as well as a variety of hiring tools that subscribed members can utilize. Ultimately, Ms. *********** had continued to use the premium services up into the second billing cycle. She had messaged candidates and had viewed and requested background checks.  Unfortunately, the charge for the second month cannot refunded to cover the costs of the services that had been utilized. Her account is set to return back to the free billing cycle on 10/22/2013 and she will not be charged after that point. She will continue to have premium access up until that date however. We hope that she will continue to utilize the services and we hope that she will find the right caregiver for her family's needs.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com is a company with no regards for its customers wasted time and efforts and needs to have a better pool of candidates.

Business Response: We appreciate Ms. ***********'s feedback and her concerns have been noted. As stated in our previous response, we are unable to provide her with a refund due to the services being used. We do hope that Ms. *********** will consider Care.com in the future for her care needs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account. In November my account was closed due to ten saying something showed in my background check. I did what they told me to do and that was call ais there background check company. They told me my record was clean when I contacted them that in December a report was ran and it was clear. After several months if battling I am still continuing to try and get my account open. My background is clear. Care is telling me that I only had a certain amount of time to get this taken care of. I did an when I contact care they tell me it is closed or good it was past te deadline. They also are telling me I can't have a supervisor or manager help me with this account because there policy is once it is closed they don't have to send it to a manager. How is this a business. They can't even resolve problems. I want my account reopened. They also were to reissue me money on my bank card last yet also and u was told it was credited but I never received the credit to my bank. My account should not be closed and definitely should not have been closed permanently. Please help get this case resolved. I have contacted them several times an they say there is nothing they can do. My record is clear and the background check they did in December shows them that also.

Desired Settlement: My account reopened. It should never have been closed but when it was and I did what there company told me to do it should have been reopened.

Business Response: After a thorough review of Ms. ****** various accounts with Care.com, it is clear that this issue has been brought to the attention of our customer service department several times.  The first time Ms. ****** was notified that her account was under suspension was on 11/15/2012. It was explained that she had 90 days to resolve the issue with either AISS, the background check agency that processes our verifications, or have the record completely expunged from her records.  After that point, Care.com has record that Ms. ******* created alternative accounts in which Care.com had to close due the suspension on her primary account.

On 1/10/2013, a supervisor notified Ms. ******* of the account closure of her alternative accounts and reiterated to her that she had to resolve the issue with her verification report on her primary account by the end of her 90 day suspension period. Ms. ******* did not have this issue resolved within that period and therefore, the account closed with the inability to re-enroll.

We apologize for any frustration that Ms. ******* may be going through, however, our policy is very strict on this matter and she will not be able to join Care.com moving forward. We advise Ms. ******* to refer to our Terms of Use if she has any further questions about our policy. Specifically Sections 3 and 4. In addition, we wish her the best of luck with her future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: As mentioned in our previous response to Ms. ******, there is nothing further we can do to assist her. Once an account is closed due to an issue with a background check, the account holder is no longer eligible to be a member of Care.com. We apologize for any frustration that Ms. ****** may be experiencing, however, this is a closed case due to the strict policy surrounding account closures that Ms. ****** agreed to upon enrollment. We wish her the best of luck with her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.com on Wednesday night and paid $40/mo for premium service. On Thursday, I received several inquiries relating to my job posting. As I began replying to the inquiries, I received a automatically generated response from Care.com that I had been 'Removed From The Community". Surely this was a mistake, so I called the customer service center first thing Friday morning, and just got canned responses that they can remove any one for any reason or no reason. When I pushed further, the rep, Monica, sent me a list of potential reasons why I may be removed from Care.com, none of which applied to me in any way shape or form. I am not a minor, a criminal, I did not send harassing or inappropriate messages, and there are indeed service providers in my area. I cant figure out what went wrong, and no one will assist me.

Desired Settlement: correct the error, issue an apology, and reinstate my account

Business Response: After an extensive review of Mr. *****'s concerns and his contact with customer service, it is clear that there was an error that had taken place. Mr. *****'s account should not have been closed and this should have been addressed within his first contact with customer service. We apologize to Mr. ***** and his family for any frustration that may have occurred. Unfortunately, Care.com cannot reopen an account once it has been closed, however, he is more than welcome to reapply. Mr. ***** has already been refunded the cost of his subscription, and we would also like to offer him a free month of premium service as a consolation for his troubles. The free month has been noted on his account and it can be activated by contacting our customer service department. We wish Mr. ***** and his family the best of luck with their care search and we thank them for their patience and understanding.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In mid-June of 2012 my wife and I properly downgraded our account to "basic" which is care.com's free account. In July of this year, we realized care.com had continued billing us and upon checking, our account was still active and had not been downgraded. We immediately contacted care.com who downgraded our account and refunded only the current month. We respectfully requested they refund the last 12 months, but unfortunately we do not have the email notice they send out confirming the account was downgraded, and thus they refused to refund anymore than the current month. (further, while our account was downgraded this time, we still have no email or written proof this was done, so should our account somehow become active again, we again would have no proof we downgraded it). We wish to have the last 12 months refunded to us. As care.com should be able to confirm through their activity logs, we have no used the account since early June 2012.

Desired Settlement: We wish to have the last 12 months refunded to us. As care.com should be able to confirm through their activity logs, we have no used the account since early June 2012. At $35/mo for 12 months, the total expected is $420.

Business Response: I apologize to Mr. *****, but with the information provided we are unable to locate the associated account.  If he could provide the email address and name associated with the account, I would be more than happy to assist with his complaint.  Currently all that was provided was his name and email address, which return no matches within our system.  I apologize again for the inconvenience, but require this information to proceed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com stated they could not identify the account based on the information provided. Please have them try to find the account using this email address: *********************. The account is under my wife's email. Her name is ***** *******- ***** if that also helps. Thank You

Business Response: We want to acknowledge that Mr. ***** and his wife claimed to have cancelled their subscription in June of 2012. Care.com is required to maintain activity logs of all calls, e-mails, and user activity within our databases. The only e-mail that was received regarding their account was submitted on 7/8/2012 in which they requested a refund. The representative followed proper protocol by refunding the most recent charge and cancelling the subscription as requested. Furthermore, the only phone call we have on record took place the very next day in which our representative reiterated the information that was shared in the e-mail. Care.com does keep record of any activity that has taken place by the user, and we do not have a record of an attempt to cancel.We would also like to point out that all Care.com memberships are pre-paid and renew automatically unless cancelled.  The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Our refund policy states that no refund or credits will be granted after an account has already been billed. We made an exception that policy by refunding the most recent charge. As per policy, we are not able to refund anything further. Ultimately, Care.com members are responsible for managing and cancelling their accounts. The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F.  I would encourage Mr. ***** to reach out to us at any time in the future for clarification or assistance with his account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

There must have been an error in the care.com logging of calls/etc. As they stated in their response, we called to have our account cancelled in June of 2012 (in part b/c we weren't sure how to cancel via the website) and at the time we were told it was cancelled. We received no notification verifying the cancellation, other than the verbal acknowledgement on that call.  Upon realizing recently our account was not cancelled, we immediatly called and spoke w/someone, who reviewed the account and again told us they would cancel it. Again, we received no notification other than the  verbal acknowledgement. Thus, I still have no proof it was cancelled this time other than the care.com records (though I have since verified by checking my account status). Further, care.com states in their BBB response they received a call from us in June of 2012 after which they (per their policy) refunded the current month and cancelled the account. We never reactivated the account, so there must have been an error as somehow it remained active - and as mentioned above I received no cancellation notification and thus do not have any proof of the verbal acknowledgement. As a result, I beleive we are entitled to the full refund of the last year (minus what was already credited to us of course). I do not consider this closed and do not accept care.com answer.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/5/2013 Billing/Collection Issues | Complaint Details Unavailable
9/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Care.com for ONE MONTH. In Oct of 2011. My credit card has been charged from Oct. 2012 through July 2013— $35 a month. There has been no activity what-so-ever on my Care.com account, in the time period I have been charged for. My husband had been out of a job for almost 2 years, and I was supporting my family, and did not pay close enough attention to my credit card bill, I was more concerned about paying it. So, while I realize, not seeing the charge was my fault, the fact that they kept charging me is truly shocking to me. I see, most of this companies complaints are in regards to this very same issue. I tired calling them for a refund, they were rude, un-Careing and would not refund me any money except $35. This is not acceptable. BTW: One of their bonded, background checked nannies stole from me and abused my child and they are very lucky I am not going to pursue that issue. I would not use their service again.

Desired Settlement: I would like a full refund for: Nov., Dec. 2011 (Not Oct. 2012- I used their services in Oct. 2012) AND Jan., Feb, March, April, May, June, 2013. They refunded July 2013. This totals: $70.00 for 2012 $245.00 for 2013

Business Response: See attached file. Complaint # *******

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Hello, I would like a full refund of my money and do not accept the response from Care.com. If this does not happen, I will contact an attorney. I noticed they had 2oo+ complaints of this nature. BBB, I think you need to address this.

Business Response: We do apologize for any frustration that Ms. ****** may be experiencing. Care.com will not authorize any further refund as per policy. It is clear from Ms. ******'s account history that she has received a courtesy refund back in 7/10/2010 for not understanding our renewal policy. The policy was explained to her by our e-mail representative in which we do have an e-mail record of. Furthermore, she was able to successfully downgrade the annual subscription she purchased in 10/2010 on her own. At this point we have refunded the maximum our policy will allow. I have included a copy of refund policy below. Please keep in mind that Ms. ****** agreed to our Terms of Use upon enrollment:

8.3 Refund Policy
Except as set forth below, all payments for services/products are non-refundable and there are no refunds or credits for unused or partially used services/products or service/product cancellations. Notwithstanding the foregoing, if you have a paid membership subscription that is automatically renewed, we will refund the most recent charge to your credit card if (i) you cancel your subscription within thirty (30) days after the most recent charge, and (ii) you have not used your subscription during the current renewal period. The refund will apply to the most recent charge only. In addition, Care.com reserves the right to immediately downgrade or cancel your membership after payment of your refund. Care.com does not provide refunds or credits under any other circumstances, unless it determines in its sole discretion that a refund or credit is warranted due to extenuating circumstances, such as a duplicate account.



 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was NEVER explain the refund policy, BEFORE the fact. The way your service "appears" is month-to-month. Which is all I needed. I will NOT back off of this. I even offered you to only refund 1/2 my money, as a compromise and you would not budge. Don't you care about what other people think about your company? Do you understand how many friends I have that I would refer your service too, if you would bend some? But no. It is ALL ABOUT MONEY. Your policy IS NOT CLEAR on your website. It is in "mouse language" - When one signs up- they think they are getting one month...not and 14 MONTHS OF SERVICE. SHAME ON YOU. SHAME ON YOU.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for care.com and searched around for a babysitter. But to be able to contact someone you need to pay for that.. So I signed up (May 20th) for 1 month paid and on the sign up screen it asks if you want to be automatically charged each month and I checked that I DID NOT. So I assumed after 1 month it would be cancelled. I never got an email saying it was getting near the end of the 1 month paid period and next thing I know my credit card was charged $ 35. I emailed the company twice and they give me a generic response like read the policies etc.. When I read that it said they changed their terms of use policies etc on June 14th. After all this, I went online and closed the account totally so I cant't log on etc.

Desired Settlement: I would like for the company to refund the $ 35 charged for the 2nd month. I paid for first month, but did not automatically sign up for any months after. I checked the box that said I DID NOT want it to automatically charge me...I didnt receive any emails saying my paid month was about to expire and the next month would be charged etc.

Business Response: We want to acknowledge that the Ms. ******* claims to have selected to not opt into autorenewal when she enrolled and feels deceived by her experience with Care.com. The screenshots below show exactly the steps that the Ms. ******* had to take to enroll herself in Care.com.  We sincerely hope this explanation helps to clarify the matter.  It is clear from this purchase page that there is no option to opt out during enrollment. The following screenshot is the exact pricing chart that Ms. ******* would have seen when she selected her membership.  Please note that each of the subscription options are starred, and in the blue lettering just below the subscription options it very clearly states, “All subscriptions are automatically renewed until cancelled.”At the bottom of the same page, a more detailed disclaimer explains the subscription agreement just above the Upgrade Now button. 

Ms. ******* had to press the Upgrade Now button to proceed with her purchase. For clarification, the above text reads:  By submitting this form, you agree that your credit card will be charged according to the subscription terms of the plan you selected above.  You also agree that your subscription will automatically renew at the end of each subscription period, and your credit card will be charged according to the above terms for your plan, unless you cancel your subscription before it renews. We would also like to point out that all Care.com memberships are pre-paid and renew automatically unless cancelled. 

The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription.  Care.com does not take liberties to opt members into a subscription that they did not choose for themselves.  Care.com cannot refund her renewal charge as Ms. ******* did continue to use the service in the second billing cycle. Ultimately, Care.com members are responsible for managing and cancelling their accounts.  The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F.  I sincerely hope that this clarifies the membership options that Ms. ******* was given and illustrates how readily available this information is during enrollment.  I would encourage Ms. ******* to reach out to us at any time in the future for clarification or assistance with her account.

Consumer Response: I did choose not to automatically renew on the screen.. It did have a box to check and I did...  This company ropes people in like this and then people think its cancelled when in fact they are getting charged... Very deceptive. I did not use their services the second month...  They should send you a notice that your subscription is expiring etc, but I checked the box NOT TO RENEW....   Please refund the 2nd month I was charged.   

Business Response: Care.com apologizes for any confusion that Ms. ******* may have about the functionality of the site. As mentioned in my previous response, Care.com does not have an option to select a box that allows her subscription to not renew during the purchase process.  Our site requires that our members downgrade their account after the initial billing has gone through. We will not be able to refund anything further as per policy. I have included a copy of our refund policy below, the terms that Ms. ******* agreed to upon enrollment:  8.3 Refund Policy   Except as set forth below, all payments for services/products are non-refundable and there are no refunds or credits for unused or partially used services/products or service/product cancellations. Notwithstanding the foregoing, if you have a paid membership subscription that is automatically renewed, we will refund the most recent charge to your credit card if (i) you cancel your subscription within thirty (30) days after the most recent charge, and (ii) you have not used your subscription during the current renewal period. The refund will apply to the most recent charge only.

In addition, Care.com reserves the right to immediately downgrade or cancel your membership after payment of your refund. Care.com does not provide refunds or credits under any other circumstances, unless it determines in its sole discretion that a refund or credit is warranted due to extenuating circumstances, such as a duplicate account. It is advised that Ms. ******* contact her credit card company for any further dispute. She is welcome to contact our customer service department for any further questions or concerns in the future.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

Care.com did have a button on the screen to click for it not to automatically renew. Soon after I signed up, they changed some terms of service.  Plus I did not have any contact with any of the people on that 2nd month. Care.com is running a bait and switch on when you sign up. So no I reject all offers unless they give me the 2nd month paid back.  Otherwise, close it unresolved.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last week my account was set to be renewed on the 6th. I attempted to charge my credit card, and it said that there was a CVC failure. I then reentered all of my credit card information multiple times, and it still failed. I called, and the care.com representatives said that the card was the problem, even though I told them I use the card regularly and made another purchase that day. I called ********, who told me that there is NO problem with the card and they saw 32 authorizations from care.com. They suggested that a care.com rep call the merchant services number for ********. I called a rep back, and said that they cannot do anything for me. I asked if he would call the ******** Merchant Services to find out if the problem is on his end. He said that he cannot do that. I asked to talk to a supervisor, who called me back many hours later when I was done with my work day and he told me that he cannot do anything for me. I told him that the problem is with your system, not my card, so I asked if he could unlock my account so that we can respond to an email that was sent to us. He refused. My sister, who works for me, called the next day and was given the run around by another one of the reps. I then called, and spoke to the ONLY PERSON that offered me helpful advice: my business PO Box is the address that I have listed on Care.com and my credit card billing address is different. She suggested changing the address, so I did. Then the site said that it will take 72 hours for my address to be reviewed and changed. I called back to see if that could be sped up, and I was told it could not. Today, 9/13/13, is exactly 72 hours later. The address was not changed. I called the customer service back to see why it was not changed. They manually entered it and said that it will take another 72 hours to review. I told them that it was absurd that it will take that long, and the rep said that she would try to speed it up. When I asked to talk to the supervisor "***" she said that she has been talking to him for me, and refused to put him on the phone with me. I asked to speak to his supervisor and asked for the email address of a manager. She said that the top supervisor is ******* and refused to give me her email address.

Desired Settlement: I request at the very least to speak with a supervisor and lodge a formal complaint. It is unfair the runaround that they have given me and the amount of time that I wasted with this poorly run company.

Business Response: We would first like to apologize to Mr. ********* for any frustration that he had experienced with the customer service department. After review of his account, it is apparent that the situation should have been resolved within his first contact for assistance. His complaint has been noted and it will be addressed with the department internally. As a consolation, we have refunded Mr. ********* the $75.00 he had paid for his first installment of the annual subscription. The following credit will be reflected in his bank statement within 3-5 business days:  ****************** 09/17/2013 03:14:37 CREDIT ******** ($75.00) Approved

We would like to state that his account will continue to be billed each month at the discounted rate. It will be at his own discretion to cancel his subscription when he is done using the service.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently renewed my "premium membership" and paid my annual dues as a care provider on site. I have a profile nickname which is "***"- not my legal name but wasn't put down as my legal name on my background check records until I renewed my membership with them for another year. For some reason reason my "nickname" appeared on my background request form instead of my legal name (******). I did not make this change. ALSO- my background check NEVER UPDATED WHEN I RENEWED MY MEMBERSHIP... and is dated as having been last run on 12.2012. Now I am having trouble getting jobs with the website because when families hiring care providers my profile says "Social security number not verified" which makes it look like I am lying about who I really am. I am immediately dismissed by families who would otherwise have been interested in me as a care giver because of this. I have contacted the website for the past week in 6-8 different messages asking for technical assistance on the matter. There is no other way that I can get in touch with them, and no way to fix this error on my profile (nothing is working for me). I have also not gotten anything but automated responses from them and would just like them to fix my problem. If I cannot get some CUSTOMER SERVICE I WOULD LIKE A REFUND FOR MY "PREMIUM MEMBERSHIP"!

Desired Settlement: 1) I want to talk to a LIVE PERSON ON THE PHONE.....as I have also not gotten anything but automated responses from them and would.... 2) just like them to fix my problem and UPDATE MY BACKGROUND CHECK WITH MY LEGAL NAME. OR 3) If I cannot get some CUSTOMER SERVICE I WOULD LIKE A REFUND FOR MY "PREMIUM MEMBERSHIP"!

Business Response: I would first like to acknowledge that it appears that this situation has been resolved according to Ms. ***** last contact to customer service on 9/16/2013. The original issue is that Ms. ***** had used a nickname, not her full legal name, when she first enrolled. According to our Terms of Use, it is required that all members use their legal information on their accounts due to verification requirements and to avoid inaccurate background check results. Furthermore, Ms. ***** had already had a background check on file when she attempted to use her credit for another check. We recognize that customer service should have immediately expired her pre-exisiting check so that she could use her credit to update her results. We apologize to Ms. ***** for that delay.

A customer service representative has expired her background check so that she is able to use her free credit to update her background check with the most accurate results. I would like to invite Ms. ***** to contact our customer service department for any further questions or concern.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a 3 month care.com subscription in December to find a nanny. I was charged $75.78 for another 3 months on Mar 4th and then charged $75.78 again in June 3rd (for service until September). I noticed the charge when the June charges showed on my credit card and emailed care.com immediately ) disputing the charges. Even though the charges were added a few days before, they refused to cancel the charges and refund my money. Most care.com customers are new moms who are recovering from childbirth, taking care of infants and preparing for returning to workforce, it is unfair to assume that they would remember to cancel automatic subscriptions without any notifications. It is outright taking advantage of someone health/personal condition. I had an email exchange with care.com asking if they notify the customer before charging auto-subscription to customer's credit card. The care.com representative said that they do send an email at the 1st renewal. I checked my email and I wasn't sent one. I asked the person to forward me the email they sent me and the person said she will have to talk to her manager about it (I never got an email so I assume they never send me one). I have pinged this person several times but she does not respond anymore. I want 6 month of charges refunded. as I never authorized these charges. and I did not use their service for the 6 months I have been charged. I would also request care.com to stop auto-renewal. If customer/parents want it, it will take them a few minutes to renew the subscription or buy a new one. Subscription lapse does not have major consequence so the idea of auto-renewal (especially without notifying customer) doesn't make sense.

Desired Settlement: I want 6 month of charges, a total of $151.56 refunded as I never authorized these charges and I did not use their service for the 6 months I have been charged.

Business Response: Please see attached file.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Why wasn't I notified that my credit card is being charged for auto-renewal? Care.com regularly sends promotion emails to user's registered email account. Sending billing reminders shouldn't be any more effort than these promotion emails. In my earlier email exchange with Care.com agent, I was told that they do send a courtesy email for the 1st renewal. But I never got one. So on the basis of this, the 1st charge should be refunded too.

Business Response: We do apologize for any miscommunication that may have taken place surrounding renewal notifications. Care.com cannot authorize any further refunds due to the account being actively used during that billing period. We have already made an exception to our policy by refunding the most recent charge. Furthermore, it is clear that Ms. ****** was familiar with our renewal policy as she had received a courtesy refund on 7/3/2012. We advise her to contact our customer service department for any further questions or concerns in the future.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Do you send renewal notifications? If you don't, I'd like to know why you don't send one. If you did, I would have had the opportunity to cancel the subscription.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for services on January 14, 2013 for one month and canceled the services on February 13, 2013 at 2:25pm. Care.com charged my credit for four additional months of services that I never received. I never signed in on my account after February 14, 2013. There was not any activity from my end after February 14, 2013 because I canceled the services but for some reason I was charged for four additional months February 14, March 14, April 14 and May 14, 2013. My credit cared company tried to get care.com to do the right business and credit my account but care.com has refused. This is very bad business and there are a lot of complaints online for these practices. Please credit my credit card for services that I never received. THANK YOU!

Desired Settlement: Refund of $500.00 for four months of services that I never received at $125.00 per month.

Business Response: We would be happy to look into this case further. Unfortunately, the e-mail address and personal information provided in this claim are not registered in our database. In order to assist further, I will need the following information:-Full name on the account-E-mail address on the account- Name of the company  Thank you!

Consumer Response: Name: ****** * ******    Email: ***********************@gmail.com    Business: ******** ******** *******

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Business Response: Please see attached document.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I did not see a response from the business only accept or reject. My original complaint has not been resolved. I was unfairly charged for 5 months of service when I only used one month and canceled the service on 02/13/2013 but was charged through May. Care.com has several complaints about charging for service that was not renderd. Please let me know the next step. Thank you for your help.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Care.com for a one time monthly fee of 29.25, this was due to a email I had offering 20% off. This was only supposed to be for 1 month Trial offer. In this month I found a sitter and was very happy with the serivce. That happiness did not last long when I looked at my bank statement and it showed a charge from care.com (CCI Care.com) in the amount of 39.00. two weeks prior to this charge I completed the online form for customer service requesting the cancellation of my account. After seeing the charge I contacted the customer service department via the web again. They have not responded and the charge is still on my account. This complaint is not like other who say they did not know about the automatic charge. I requested mine to be cancelled before my 30 day trial was to expire.

Desired Settlement: I would like the amount of 39.00 refunded to my bank account.

Business Response: For the record, I would like to state that Care.com does not have any record of an attempt to contact customer service regarding Ms. ******'s account. Care.com is an auto-renewing subscription service and it is clearly stated that it is the consumer's responsibility to cancel their subscription at their own discretion. Ms. ******'s account was not cancelled before the second billing because there was no attempt made by the user of the account to cancel. Our policy states Care.com will refund the most recent charge as long as the attempt to cancel is within 30 days of the most recent billing and as long as the premium benefits of the paid subscription are not utilized during that billing period. Ms. ******'s account meets these requirements ,and therefore, we have issued her a refund on her account. The following credit will be reflected in her statements within 3-5 business days:      ******************       09/11/2013 02:45:17 CREDIT ******** ($39.00) Approved

In addition, we have cancelled her subscription so that no further charges are submitted. We advise Ms. ****** to reach out to our customer service department for any future concerns or questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2013 Billing/Collection Issues | Complaint Details Unavailable
9/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I allowed my daughter and son-in-law to use my credit card for what they thought was supposed to be a one time charge for services, which I may add were lousy. According to what they had signed up for, the basic one month subscription, they should have only been charged for the one month. When I checked my account I had found that Care.com had continued to take money out for services that were not being used. My daughter was under the impression that this was to be a one time only charge. I contacted Care.com and was told that they would not refund my money according to their terms of conditions, which they had changed after my daughter had signed up. If she had known that this company would do an auto renewal on something that was supposed to be a basic 1 month subscription she would have made sure to cancel. As it stands, they state that I should file fraud against my daughter because she used my card. The fact is, I let her use it for one charge for the basic 1 month subscription. No one was under the impression that this company would continue to take money out of my account that they were not authorized to do. I have noticed that there are numerous complaints regarding this same problem. Please help me with this situation.

Desired Settlement: I want the money they took out of my account put back

Business Response: We would be happy to look into this further for Ms. ********, however, we do need identifying information about the account in order to do so. We will need the full name of the user of the account along with the e-mail address that they had enrolled with. We look forward to hearing back about this case.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I will not accept there response until they put the money back in to my bank account due to the fact that these people put me through **** over $70.00. I have never dealt with a company that has had such nasty attitudes as this one.  

Business Response: As we have stated in our previous response, we would be happy to look into the possibility of a refund. Unfortunately, we are unable to do so unless we are provided with account information. At this point, we advise Ms. ******** to reach out to our customer service department so that our representatives can assist her as soon as possible with her concern.

Consumer Response: I DID send the response you asked for. This will be the 2nd time I will have sent this information. The email address was ********@yahoo.com and the person who signed up for this was ****** ******. NOW, I would like this resolved in 10 days. I want the money put back in to my bank account.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my premium subscription six months ago but continued to be billed. I cancelled it again when I noticed that I was stilled was being billed and called the company. Ther verified that the recent cancellation was completed and refunded the most recent charge but not the earlier charges.

Desired Settlement: Refund 6 months of charges not just one month.

Business Response: We want to acknowledge that Ms. ******* claims to have cancelled her Care.com subscription in March 2013 and has requested more of a refund for her purchase. The Care.com terms of use specify that no refunds will be issued after the date of the recent charge other than the most recent charge if it is cancelled within 30 days and if the subscription has not been used.  I’ve included the exact wording here:  ·  8.3 Refund Policy

“Except as set forth below, all payments for services/products are non-refundable and there are no refunds or credits for unused or partially used services/products or service/product cancellations. Notwithstanding the foregoing, if you have a paid membership subscription that is automatically renewed, we will refund the most recent charge to your credit card if (i) you cancel your subscription within thirty (30) days after the most recent charge, and (ii) you have not used your subscription during the current renewal period. The refund will apply to the most recent charge only. In addition, Care.com reserves the right to immediately downgrade or cancel your membership after payment of your refund. Care.com does not provide refunds or credits under any other circumstances, unless it determines in its sole discretion that a refund or credit is warranted due to extenuating circumstances, such as a duplicate account.”

Unfortunately, it appears that Ms. ******* did not cancel her account when she thought she did in March.  As she was told by a member care representative on the phone, we have verified her activity and there is no attempt at cancellation. 

Ultimately, Care.com members are responsible for managing and cancelling their accounts.  The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call
center support M-F.  I would encourage Ms. ******* to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I engaged in Care.com's services through a promotional offer to use their membership at a reduced rate for a short-term period. Unbeknownst to me, and because there was absolutely NO COMMUNICATION otherwise, my membership and the monthly cost was continued at a significantly higher rate for 9 months (!!!) following this promotional period one month period without so much as a single notification that I was being billed for the service (and at a higher rate). During those 9 months I did not engage in the product or log onto the website to use the service. The membership was automatically upgraded and the company continued to bill me for a service I was not using - without my knowledge. I am happy to pay for the promotional period when I used the service. It is inconceivable to me, though, that a company would be billing a customer at a different rate beyond a promotional period without a single notification that it was doing so. It is unethical, underhanded and dishonest and is most certainly a policy meant to extract as much money as possible from unassuming customers. It's these sorts of practices that give companies a terrible reputation. I contacted the company, escalated it to supervisors, and was unable to resolve the issue. They refused to refund me for the unused membership or acknowledge that they should have alerted me to the fact that they would continue to bill me. BUYERS BEWARE. Do not be seduced into trying this company's service through a promotional offer as they will CONTINUE to bill you unless you cancel the membership and they will not alert you to the fact that they are doing so. Had I not had a recent fraud alert on a bank account, I never would have known about the charges and they would have persisted indefinitely.

Desired Settlement: I have two desired outcomes: 1) I would like to be refunded for the period beyond the promotional period when I used the service. 2) I would like a policy instituted whereby the company ALERTS consumers that the promotional period has ended and that they intend to upgrade the membership and begin billing at a new rate on a monthly basis indefinitely.

Business Response: Please see attached form.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The main issue I have with Care.com is in the transparency and clarity of their communication with consumers. Their response is a perfect example of the issue I have raised here. Below is the language they quoted that should have alerted me to the fact that I would be continually charged:“By submitting this form, you agree that your credit card will be charged according to the subscription terms of the plan that you selected above. You also agree that your subscription will renew at the end of each subscription period, and your credit card will be charged according to the above terms of your plan, unless you cancel your subscription before it renews.”The plan that I signed up for was a short term, three-month plan. I did not sign up for a 12-month membership so the above language does support further charges beyond the initial 3 month subscription period that I signed up for, which was for three months. The company lists multiple plan options:12-month membership3-month membership1-month membershipNowhere is it clear on that landing page, where these options are mentioned that the three-month membership will charge you inperpetuity after that three months. Why else would you call is a three-month membership?! My expectation was that the subscription term was for the short term period for which I signed up - 3 months. If I wanted a 12-month plan I would have signed up for one. I did not.I believe companies like Care.com are deliberately misleading consumers for the very reason that this complaint is arising. I am quite certain that there are thousands of Care.com users that have NO IDEA that they are continually being charged beyond their short-term promotional periods.I do not accept their response as I don't think it fairly supports why they continued to charge me unbeknownst to me. As an aside, I have also contacted the Consumer Protection Agency and filed a formal complaint about this issue. Their membership terms and communications are misleading, and I believe that is their very intention.

Sincerely,
******** ********

Business Response: We do apologize for any frustration that Ms. ******** may be experiencing, however, our policy is very clear in cases like this. Ms. ******** was made aware at the time of purchase that the subscription she selected would renew until cancelled. Furthermore, that policy applied to all three subscriptions that were listed for Ms. ******** to select from. We apologize if Ms. ******** felt that was unclear. At this point, we have exceeded the amount of eligible refunds for her account and we will not be refunding anything further. We wish Ms. ******** the best of luck with her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Wednesday, September 4, 2013, the Customer Service Department at Care.com sent me an email indicating that my account had been closed. No explanation of any kind was offered to me in this email. At that time, I tried emailing Care.com back to request the specific reasons that my account was being closed. I had been a member of Care.com for approximately 3 years and had always adhered to their policies and "terms of use" on their website. No email response was ever returned as per my request. I proceeded to call Customer Service later that morning, and they indicated they would not provide me with the reasons for the account closing, and that I could not re-enroll. Customer Service was extremely discourteous to me and absolutely did not address any of my questions or concerns. Their reply to my concerns was completely inappropriate as they said there was nothing more they could do to assist me. Furthermore, they did not offer me the contact information of an administrator when I requested it so I could attempt to resolve my question and concerns. Most disturbing of all, they offered no explanation of why they could not disclose the reasons for discontinuing my account. I find this behavior to be very unprofessional and insensitive to consumer needs. In addition, although they claim their so called "terms of use" protects them from ever having to offer an explanation, I should advise Care.com that they may want to carefully consider the Illinois Human Rights Act (775 ILCS 5) which delineates specific instances where a company cannot arbitrarily dismiss an employee or user. The Office of the Attorney General and the Human Rights Commission strictly enforce these laws. These are protected statuses that the law unequivocally protects, and my fear is that they may have violated several sections of this statute by closing my account and not providing me with those explanations. In summary, for a company that operates across the United States and in other countries as well, not providing an account user with the simple explanation and/or reasons for closing his/her account, is by far the most unprofessional and unethical conduct that a company could engage in. If Care.com is actually following state law, they should have absolutely nothing to worry about in providing account holders with the specific reasons for terminating an account. If Care.com is unwilling to provide this information, it is very suspect that they should be licensed or sanctioned to continue operating, knowing that numerous laws of various states are clearly being violated each day by them. Public accountability demands that the Care.com provide explanations to their consumers about the reasons for arbitrarily closing accounts.

Desired Settlement: Care.com should provide me with a comprehensive and detailed explanation of the reasons (via email) for arbitrarily closing my account after 3 years of utilizing their website services.

Business Response: We apologize to Mr. ******* for any frustration that he may be experiencing. As we have stated to him over the phone and through e-mail communication, Care.com does reserve the right, in its sole discretion, to terminate access to all or part of the Care.com Site, to remove a profile and/or any content posted by or about a member from the Site, and/or to terminate a registration in Care.com, for any reason or no reason, with or without notice. If we terminate a registration, we have no obligation to notify the member of the reason, if any, for your termination. This is stated in Section 5 of our Terms of Use, an agreement that Mr. ******* had agreed to upon enrollment.

We would also like to address that Mr. ******* is claiming that his request for a supervisor response was not granted to him. On 9/6/2013 5:01 PM, a supervisor responded to zbjsmith@yahoo.com after reviewing his case. The supervisor also explained our policy about account terminations and that nothing further could be discussed. Again, we do apologize for any frustration that Mr. ******* may be experiencing, however, we will not be providing any information surrounding the closure of his account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

First, I appreciate the Better Business Bureau offering an open forum where issues like these can be brought to the attention of the public and questionable behaviors and policies of companies can be exposed.  In reply to Care.com, a supervisor did review my matter, but provided no assistance to the issue of why a respectable company would remove a highly reputable individual's account with no explanation.  Generally, I would give a company like Care.com the benefit of the doubt if this was the first time this issue had arisen with accounts being randomly terminated for no reason at all.  However, upon carefully reviewing many other complaints on this forum, many other individuals have complained about this same practice of Care.com.  Any business acting in good faith would take this comments seriously and determine how such a policy could be changed.  This has not happened as this company still engages in this policy.  My issue is not whether Care.com can point out a section in their "Terms of Use" that state they could terminate an account without justification.  My issue is whether this policy (the act of arbitrarily terminating the accounts of very reputable individuals without any explanation or justification) should be considered a product of "better business."  The Better Business Bureau is an appropriate forum to question and expose the acts of companies who engage in policies like these.  That is the point of this complaint, not whether Care.com can recite a generic message or point to a section in their terms of use where they can slide by on a technicality at the expense of an individual's reputation.  I would also like to add, for public record, a little information on my background in education, so people can truly understand the personal nature of such a complaint and so Care.com can gain some insight on the individual.  I have been an educator for 12 years now, hold a Bachelor's Degree (with Highest Distinction) in Child Psychology and Elementary Education, hold a Master's Degree in Teaching (K-6 Focus), and have completed numerous Doctoral courses in Educational Leadership and Reading Education.  I am a candidate at this time for a post-Master's certificate in Reading Education under the National Board of Professional Teaching Standards, which are the highest standards in the United States for teachers.  My life has been dedicated to helping other people, and I have have received several awards in teaching for my work with students.  I had used Care.com's website for around 3 years, providing services consistent with best practices, only to see en email that indicated we no longer want you and we're not telling you why.  I would pose this question to the public and the administrators of Care.com's policies:  If you run such a wonderful business and operate within the confines of the law, why would there be any problem with providing an individual with an explanation as to the proximate reasons for terminating their account after several years?  Many consumers have lodged detailed complaints and serious concerns about this policy in the past, and yet Care.com still continues to engage in this policy.  To me, I think this should cause a moment for pause in any business that had so many complaints of a similar matter on a highly suspect policy.  Thank you for the careful review of this information. 

Business Response: At this point, it is clear that Mr. ******* is well versed in our account closure policies. We do empathize with his frustration about such policy and we will make sure that his feedback is noted in our records. As we have mentioned to Mr. *******, we will not be making any exceptions to the policy that he had agreed to upon enrollment. Once an account has been closed, it is a permanent closing, and we do not provide any information surrounding it. We sincerely wish him the the best of luck with his future endeavors.



 

Consumer Response: I would have nothing further to add at this time and stand on the grounds outlined in my original complaint and follow-up.  Please know that I do not harbor any ill-will toward the members of Care.com.  The point was to direct them to reflect on a policy that countless other reputable individuals like myself have complained about and brought to their attention.  If they choose to disregard those concerns, that is completely within the purview of CEO ****** ******* and her advisers.  With the shear volume of complaints on the same matter, I believe it is time for serious reflection on their part so they could determine what needs to be done differently.  It is likely that the members of Care.com work team are enforcing a policy they have been directed to do so by administration.  That is understandable as they have a job to do with that company.  Likewise, education is my profession, and I have a job to do that includes protecting my reputation and interests.  That is reason I felt it was appropriate to provide them information on my education and accomplishments within the profession.  I am not just some account, but an actual person who has dedicated himself to helping other people for over 12 years.  Therefore, as any professional, I do not take it lightly when someone challenges my integrity, whether it be work-related or personally.  I appreciate the Better Business Bureau's processing of my complaint aa well as Care.com's time in reviewing this important matter.

Mr. *******, M.A.Ed.+
Reading Specialist (***)

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a premium membership account with Care.com in March 2013. I am exceptionally diligent about NOT enrolling in auto-renewal members as I don't trust them. As soon as I join a site I IMMEDIATELY downgrade so that my credit card is not billed at the end of the next cycle. Here is a copy of my billing history as evidence: My Profile & Settings > Billing History Date Tran. ID Description XXXX Pre-tax Amount Sales-tax Amount Total Amount 8/1/2013 XXXXXXXXXXXXXXXXXXXXXX Refund - XXXXXXXXXXXXXXXXXXXXXX ****XXXX - $37.00 - $0.37 - $37.37 7/17/2013 XXXXXXXXXXXXXXXXXXXXXX Subscription: 1-month ****XXXX $37.00 $0.37 $37.37 6/17/2013 XXXXXXXXXXXXXXXXXXXXXX Subscription: 1-month ****XXXX $37.00 $0.37 $37.37 5/17/2013 XXXXXXXXXXXXXXXXXXXXXX Subscription: 1-month Promo Code: ******* ******** $27.75 $0.28 $28.03 4/13/2013 XXXXXXXXXXXXXXXXXXXXXX Subscription: 1-month Promo Code: SAVE25 ****XXXX $27.75 $0.28 $28.03 3/12/2013 XXXXXXXXXXXXXXXXXXXXXX Subscription: 1-month Promo Code: ****** ****XXXX $27.75 $0.28 $28.03 When I purchased a 30-day membership on 5/17/13, took the same precautions, immediately downgrading the membership. Apparently the site didn't finish processing the request even though it indicated on my screen that it had completed. (I did not take a screenshot because it had successfully worked in the past, and I didn't feel it was necessary.) I used the site through 5/31/13, at which point I had hired a summer-only nanny. I closed out the summer-only advertisement and placed a note (since removed) on my advertisement for permanent childcare saying that I would not be responding to applications until August. I then ceased to use the site until July 28th. Here is a screenshot from my "Sent" folder showing responses to e-mails/outreach letters, demonstrating that I was not on the site for this period of almost two months. My Messages Messages from 03/12/2013 to 08/05/2013 Inbox | Sent Items TO SUBJECT SENT You sent the last message in this conversation ******** *. (4) Re:***** ******** Tue Jul 30, 2013 at 07:30 PM EDT You sent the last message in this conversation **** *. (3) Re:Hello ****! Tue Jul 30, 2013 at 07:29 PM EDT You sent the last message in this conversation ***** *. Hi ***** Tue Jul 30, 2013 at 02:59 AM EDT You sent the last message in this conversation ******* *. Seeking fall employment? Tue Jul 30, 2013 at 02:54 AM EDT You sent the last message in this conversation ***** *. Your ad Tue Jul 30, 2013 at 02:52 AM EDT You sent the last message in this conversation ********* *. Wondering if our situations could mesh? Tue Jul 30, 2013 at 02:41 AM EDT You sent the last message in this conversation ******* *. Are you still on the market for the academic year? Tue Jul 30, 2013 at 02:38 AM EDT You sent the last message in this conversation ****** *. (3) Re:Hello from ******! Tue Jul 30, 2013 at 02:23 AM EDT You sent the last message in this conversation ******* *. Summer only or fall? Sun Jul 28, 2013 at 11:04 PM EDT You sent the last message in this conversation ***** *. Hello Sun Jul 28, 2013 at 10:55 PM EDT You sent the last message in this conversation ****** *. Hi! Sun Jul 28, 2013 at 10:49 PM EDT You sent the last message in this conversation ***** *. (2) Re: FT Summer Childcare Sought Sun Jul 28, 2013 at 10:10 PM EDT You sent the last message in this conversation ****** *. (2) Re: Loving, Energetic, Ethical & Reliable Childcare Provider *... Sun Jul 28, 2013 at 10:08 PM EDT You sent the last message in this conversation **** *. (2) Re: Loving, Energetic, Ethical & Reliable Childcare Provider S... Sun Jul 28, 2013 at 10:07 PM EDT You sent the last message in this conversation ******* *. (5) Re:Curious Sun Jul 28, 2013 at 10:05 PM EDT ************* *. (4) Re: Loving, Energetic, Ethical & Reliable Childcare Provider S... Sun Jul 28, 2013 at 10:03 PM EDT You sent the last message in this conversation **** *. (2) Re: Loving, Energetic, Ethical & Reliable Childcare Provider *... Fri May 31, 2013 at 05:22 PM EDT You sent the last message in this conversation Gabrielle W. (3) Re: FT Summer Childcare Sought Tue May 28, 2013 at 02:13 PM EDT You sent the last message in this conversation ******** *. (5) Re: FT Summer Childcare Sought Tue May 28, 2013 at 02:10 PM EDT You sent the last message in this conversation ******* *. (5) Re: FT Summer Childcare Sought Tue May 28, 2013 at 02:10 PM EDT I noticed that I continued to receive e-mails from applicants during this period, but I never responded to them. I also continually (weekly) received e-mails from the site asking me to provide feedback on my experience with a sitter I'd hired. I provided that feedback and still am receiving those e-mails. The only time that I logged into the site, during these two months, was to file a complaint with Customer Service about the barrage of e-mails and to write the review (a few weeks previously). (The rep. says that they can't do anything about the e-mails.) In my months on the site, under this account and a prior one from early this year that I closed, with the permission of the Customer Service rep. **** after a bad experience with one of their sitters, I have encountered the following technical problems: 1. Premium background check that I initiated and paid for never processed even though the site said I'd done everything I needed to do, including giving my credit card information. (I needed to start a new one, which didn't arrive in a time frame that I needed.) 2. The mobile app. constantly logs you out of the site just for changing pages. 3. The mobile app. does NOT retain your login credentials no matter how many times you click the box to tell it to save them. 4. I am continuing to receive frequent e-mails from the site to review sitters. (When I logged in a couple days ago to try to put down something so the e-mails would stop, it showed me four profiles of people I'm supposed to rate with whom I never even spoke on the phone. The hours and/or pay didn't work for them, and we never made it past a single e-mail exchange. How am I supposed to rate them on categories such as promptness, for example?) 5. The site mistakenly billed me for two months in which I was not a member after showing that my downgrade had gone through. I wrote to Customer Service on July 31, 2013 to file a complaint (Case Number: ******************, Case Thread ID: ref:_*********._**********:ref). I requested a refund for one month and that the second month start on July 28th (when I began using the site again) and extend for a 30-day period. I received a response from "********" saying that I am not eligible to contest a billing charge more than 30 days old, which is ridiculous because I did not know that I was being billed for that period. In a follow-up response, I was credited for one month but told that the other month was a loss. At the same time, the company took it upon themselves to downgrade my membership (which I was actively using as of July 28th) without my permission. I am happy to provide copies of my written exchanges with the company regarding prior technical glitches and on this matter as evidence of a pattern of technical errors. I believe that I have demonstrated to them that I did not use any premium features of the site for the period of almost two months. I also, out of fairness, offered to take a loss of $4 for the 3 days I used the site out of the second 30 for a billing period. Finally, I am very annoyed to find that, having downgraded the account without my permission, I am suddenly unable to see contact information shared with and by prospective applicants during the paid period. I understand that I would be unable to see it for e-mails received when I am downgraded, but I paid for that contact information during my membership. It is not legal, as I understand the law, to deny me access to it now.

Desired Settlement: I will accept one of two outcomes: a FULL refund for the second month OR credit for a full second month to start immediately upon notification. An apology would also be in order. I understand that everything that I am experiencing is technical glitches vs. anything mean-spirited, but the fact of the matter is that this site knows that there is a pattern of malfunctions in their platform and general system. Once I showed them a screenshot of the "sent" folder proving I wasn't actively using the site during the period in question I shouldn't have needed to further pursue the matter considering their track record.

Business Response:

I would like to first address that Ms. ********* is claiming to have downgraded her account prior to her renewal date on 6/17/2013. It is clear in her records, that Ms. ********* has a history of successful downgrades in the past. Care.com does send a confirmation message to the account as well as the personal e-mail address on file when an account has been properly set to cancel. Unfortunately, in her case, the attempt to cancel was not executed properly and there is no such confirmation e-mail or message in her records. If Ms. ********* were to find a confirmation e-mail, we would certainly investigate further into the matter. Ms. ********* sent an e-mail in on 7/28/13 inquiring about the charges. The e-mail representative provided support and refunded the most recent charge as per policy. It was explained that without a record of a cancellation Care.com could not honor any further refund. Care.com is an auto renewing subscription service. It is up to the member to cancel properly at their own discretion. They are able to cancel online, by phone, and by e-mail.

Ms. ********* is also claiming that she initiated a Preferred Background Check on a member. We do have record of the attempt to initiate that background check; however, it failed due to a billing zip code error. Care.com is not able to move forward with background check requests that have not been paid for.

We appreciate Ms. *********'s feedback about our mobile product. There have been significant changes made to our mobile site including fixing the log-in issues that Ms. ********* had referred to. Our mobile site now allows you to save log-in information. We certainly understand her frustration during that process; however, it did not prevent her from accessing the site and utilizing the features.

Care.com does send periodic e-mails to our members with helpful information about our new features and we do like to invite our members back to their account to utilize these features. Every member has the option to opt out of the majority of the advertisement e-mails that we send. It is evident from her account that she had done so. The only way to completely opt out of Care.com e-mails is to close out the account.

Lastly, I would like to address Ms. *********’s concern about the ability to see contact information after her account was downgraded. Care.com requires that a member must have a premium membership in order to see contact information; however, that membership can fall under either the family or the caregiver. The messages that she had seen with contact information were sent from a caregiver who had paid a membership fee in order to share that information.

Ms. ********* is welcome to continue to utilize our services if she so wishes, however, we are not able to refund any further charges. We invite her to take advantage of our member care services department for any further question or concern.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com wrote: Message from Business: I would like to first address that Ms. ********* is claiming to have downgraded her account prior to her renewal date on 6/17/2013. It is clear in her records, that Ms. ********* has a history of successful downgrades in the past. Care.com does send a confirmation message to the account as well as the personal e-mail address on file when an account has been properly set to cancel. Unfortunately, in her case, the attempt to cancel was not executed properly and there is no such confirmation e-mail or message in her records. If Ms. ********* were to find a confirmation e-mail, we would certainly investigate further into the matter. Ms. ********* sent an e-mail in on 7/28/13 inquiring about the charges. The e-mail representative provided support and refunded the most recent charge as per policy. It was explained that without a record of a cancellation Care.com could not honor any further refund. Care.com is an auto renewing subscription service. It is up to the member to cancel properly at their own discretion. They are able to cancel online, by phone, and by e-mail. My response: I was able to successfully downgrade in the past, as noted.  When the process completed on my screen, I did not look for a confirmation e-mail as I accepted as valid that the process had completed.  Per the screenshot that I sent, Care.com can see that I did not use any premium features during this period.  As exemplified in the following responses, the site recognizes that they have a history of technological problems of which this one is one more.  Again, I and other users should not be penalized for the failures of their platform.  I did not follow up sooner on this issue because I was not aware of it until I went to resume my premium membership.  How am I in any way responsible for contacting you sooner when your site put a message up on my screen saying the downgrade was successful and I accepted that message as true? Care.com wrote: Ms. ********* is also claiming that she initiated a Preferred Background Check on a member. We do have record of the attempt to initiate that background check; however, it failed due to a billing zip code error. Care.com is not able to move forward with background check requests that have not been paid for. My response: Again, as with my current issue, I NEVER received a notification that it had failed.  It showed me a screen indicating I had completed the process and said that I would be sent the results in the promised time frame.  When I saw no progress on the request after a few days I followed up with customer service.  I want to note that THEY couldn't tell me why it had happened at the time and apologized for the delay, offering to restart the background check at that time but acknowledging that I didn't receive a notification on- or off-site that the check had failed to start and asking me to attempt a new one.  Their rep. apologized at the time for my failure to be notified of the process not completing and could not explain why it had happened.  I accepted that response graciously even though it forced me to hire someone without the check who ended up being completed irresponsible and cost me months of grief during the time she worked for me and after she just failed to show up one day and didn't come back. Care.com wrote: We appreciate Ms. *********'s feedback about our mobile product. There have been significant changes made to our mobile site including fixing the log-in issues that Ms. ********* had referred to. Our mobile site now allows you to save log-in information. We certainly understand her frustration during that process; however, it did not prevent her from accessing the site and utilizing the features. My response: On the contrary, I repeatedly attempted to use the site while on the go or later at night in bed (without access to a full computer) and was bounced off of it dozens of times.  If you offer an app so that people possess this access then you are responsible for ensuring it works.  (As project manager of a software used throughout the univ. where I work, I can assure you that I am held accountable when this software doesn't work and don't blame our clients for its failures.  A little personal responsibility would be in order here, folks.) Care.com wrote: Care.com does send periodic e-mails to our members with helpful information about our new features and we do like to invite our members back to their account to utilize these features. Every member has the option to opt out of the majority of the advertisement e-mails that we send. It is evident from her account that she had done so. The only way to completely opt out of Care.com e-mails is to close out the account. My response: As noted earlier, I received weekly (or more often) e-mail reminders for MONTHS to write reviews based upon my experience.  Even after I reviewed the sitter I had hired for the summer, those reminders continued to arrive.  When I complained to the site, I was told there is nothing they will do about it.  When I tried to do something to stop the spam, I was prompted by the site to write reviews for a string of people with whom I never held a phone conversation or met, only exchanged a single e-mail in multiple cases to verify that they hadn't read my ad clearly and couldn't actually do the job during the hours in question or that the other arrangements didn't work for them. Please note that yet another way in which this site malfunctions is indicating that people are "x" miles" apart when it is often 1/3 to twice that in reality.  When I asked Customer Service about that one a while ago, I was told the distances are "as the crow flies."  As I haven't met any crows on this site, and the rest of us are driving, it would be helpful to know that a sitter is actually 25 miles away vs. the 15 stated.  Again, yet another glitch. . . Care.com wrote: Lastly, I would like to address Ms. *********’s concern about the ability to see contact information after her account was downgraded. Care.com requires that a member must have a premium membership in order to see contact information; however, that membership can fall under either the family or the caregiver. The messages that she had seen with contact information were sent from a caregiver who had paid a membership fee in order to share that information. My response: This response only serves to support my assertion that there was no way of me knowing that the account had failed to downgrade. Care.com wrote: Ms. ********* is welcome to continue to utilize our services if she so wishes, however, we are not able to refund any further charges. We invite her to take advantage of our member care services department for any further question or concern. My response: I would prefer to proceed through the BBB, and in a public forum, until this issue is resolved.  I do not plan to consider the case "closed" until all of my money has been refunded.  You have failed to provide a single piece of supporting evidence for your failure to do so but have provided information supporting the validity of my claim. BBB, I would appreciate your honest assessment of what has been written by both parties and encouragement of Care.com to act in a professional and ethical manner.  As I stated previously, I acknowledge that we are dealing with a technical glitch of their site vs. a malicious intent, but my professional ethics include making amends for something going wrong when I am responsible for it or someone or something I'm overseeing has not handled a matter appropriately.  I am seeking the same professionalism and recognition of the problem from Care.com and a fair solution of refunding my money or simply upgrading the membership that I did NOT authorize them to downgrade, incidentally, and crediting me for the second month.  Nothing less will be acceptable.

Business Response: *******  In response to Ms. *********’s rejection, I want to assure her that there was no technical error made by Care.com.  Unfortunately, before 7/28/2013, Ms. ********* never contacted Care.com in any way regarding cancelling her account for that cycle. When an account is downgraded or cancelled through Care.com, a very detailed record history is created to document the member’s actions.  This includes a confirmation email that is sent to the member’s personal email address, as well as their Messages Inbox on Care.com.  Additionally, if the member had contacted us for assistance, we would have further records of all communication, actions taken on the account, and confirmations sent to the member. As Ms. ********* did not contact Care.com for assistance, such records do not exist. I do apologize to Ms. ********* if she was unable to cancel her account when she intended, and when she first contacted Care.com on 7/28/2013, a representative obliged her request and granted a refund for the current billing cycle that she was cancelling.  Per the Care.com terms of use (quoted below), this action follows the refund policy agreed to by Ms. ********* upon enrollment. The following quote from the Care.com Terms of Use can be found at:  http://www.care.com/terms-of-use-p1012.html#paymentAndRefund “·  8.3 Refund Policy Except as set forth below, all payments for services/products are non-refundable and there are no refunds or credits for unused or partially used services/products or service/product cancellations.

Notwithstanding the foregoing, if you have a paid membership subscription that is automatically renewed, we will refund the most recent charge to your credit card if (i) you cancel your subscription within thirty (30) days after the most recent charge, and (ii) you have not used your subscription during the current renewal period. The refund will apply to the most recent charge only. In addition, Care.com reserves the right to immediately downgrade or cancel your membership after payment of your refund. Care.com does not provide refunds or credits under any other circumstances, unless it determines in its sole discretion that a refund or credit is warranted due to extenuating circumstances, such as a duplicate account.” I sincerely hope this information helps to clarify for Ms. ********* that her Care.com membership continued solely because she never cancelled, nor requested cancellation of her account, and I very much encourage her to reach out to Care.com at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a member on care.com and have been so for a while. A family left a negative review on my profile and I had never worked for them so I asked for it to be removed. Instead I receive an email that my account has been terminated for no reason. I did not violate any terms of service so I am not understanding why this company is choosing to do this. The customer service for this website is very poor from my experience. They do not really care about the customers it seems. They just are in it for money.

Desired Settlement: Replace my account since I did not violate any terms of service. If nothing else I would like the $8 or $10 I paid for the background check. Also I want them to change their ridiculous policy of being able to delete accounts without cause.

Business Response: In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination. Mr. ********* agreed to these terms upon enrollment, and unfortunately, we cannot provide any information regarding his termination. I am able to refund back the charge for the preliminary background check that Mr. ********* purchased on 4/10/2013. Normally, background checks are non-refundable as stated on the purchase page. Due to the termination of the account, we are willing to make an exception. The following credit will be reflected in Mr. *********'s credit card statement, within 3-5 business days: 9/6/2013 Refund - ****************** ******** - $8.00 We wish Mr. ********* the best of luck with his future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I want access back to my account they unjustly deleted for no reason.  The policy must be changed for this.

Business Response: As we have stated in our previous response, Mr. ********* agreed to our Terms of Use upon enrollment. As a courtesy we have refunded him the cost of the background check he had purchased for himself. We appreciate his feedback about our policy, however, we will not be making any exceptions to our policy to re-instate him to the site. We do wish him the best of luck with his future endeavors.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/7/2013 Billing/Collection Issues | Complaint Details Unavailable
9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.com to find child care. The e-mail I received "guaranteed" responses to jobs posted on their website. The primary reason I signed up was that if the service is guaranteed, I thought they would refund at least a portion of the charge for the service--my mistake for not confirming the terms of the guarantee. I signed up for the service, posted a job and received one response that failed to complete the required consent for a background check. The rates charged for services are presented in a misleading manner. It looked like the rate for one month of service was increasing by $20 to add background checks, however, they were charging me an ADDITIONAL $64. The confirmation of purchase was not clear, or I would have canceled the purchase immediately. Further, I did not receive a receipt confirming the amount charged to my credit card. Finally, it is nearly impossible to cancel your membership online. I had to submit an e-mail to the company to cancel my membership, which they finally said they completed. I will certainly be verifying this action on my next credit card statement.

Desired Settlement: They should be required to change their advertising - they DO NOT guarantee you will receive responses to posted job offers. All you are getting for the amount paid is access to an unverified database of people that may provide child care that you have to comb through. When I expressed this to their representative, she provided a less than convincing argument regarding their value of my privacy! They should refund at least half of the $107.30 they charged me for which I received absolutely nothing.

Business Response: We do apologize for any frustration that Ms. ****** may be experiencing with the site. Care.com's policy states that if a member does not receive any responses to their job posting, then we guarantee that they will receive a refund as long as the premium benefits have not been utilized. In her case, she did access her premium benefits by utilizing the message feature as well as requesting access to background checks. Due to her activity on the site, we cannot refund the subscription cost. However, we do see that Ms. ****** did decide to pre-purchase a more comprehensive background check credit to have on file. She did attempt to run that background check on another member which expired due to insufficient information being submitted from the caregiver. Normally, background check credits are non-refundable as advertised on the site. We are willing to make a one time exception and refund the cost of that background check. The following credit will be reflected in her bank statements within 3-5 business days:

******************
09/03/2013 05:38:48
CREDIT
********
($64.60) Approved

Please note that this refund is an exception to our policy and it is being given as a courtesy due to the unfortunate experience Ms. ****** has had with the service. We would also like to point out that Ms. ****** is welcome to contact our customer service department for any further questions or concerns.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I do believe that their practices are less than forthright, but this will suffice.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Me and my husband joined care.com in January 2013 and selected a ONE month subscription to find a sitter for our newborn daughter. We have been charged every month since ($35 per month) and it is now August. We have not logged on since January as we found a sitter and thought that was that since we chose a ONE MONTH session. A total of $280 has been charged to my husband's bank account, and after calling customer service to explain we have not used the site since and explain that we selected a ONE MONTH subscription because we only needed it for that time frame, they would only refund the most recent charge of $35. I feel that this is extremely sneaky and underhanded: Why give the customer different subscription time frames if they are just going to be automatically renewed and charged regardless of the time frame selected?

Desired Settlement: Reimbursed for AT LEAST half of the amount charged after the initial one month subscription (minus the $35 refunded already)

Business Response: We would be more than happy to look into this further. Unfortunately, we are unable to pull any records from the name and information provided. We will need the name and e-mail address of the enrolled member. Thank you!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com charged me without explicit permission for 2 additional months of service. I thought I was only paying for 1 month of service. I called to explain that I was only willing to pay for one month of service. They would not let me speak with a superviser. I would like them to refund my $35.00 and stop misleading the public.

Desired Settlement: They should stop misleading the public. If you choose the option for 1 month of service that's what you should pay for. Not additional months of service without explicit consent. I want a refund of my $35.00

Business Response: Please see attached document.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had a paid subscription with this online job placement company for three months. I received an email on Monday Aug 5, 2013 saying my profile was being deleted with no reason as to why and they sent the same email to everyone with whom I'd had contact with causing me several job prospects. I believe it's my right to know why it was deleted. I have been a nanny for 18 years with a clean record there's no reason for my profile to have been deleted.

Desired Settlement: I want my profile reinstated and everyone they contacted about this to receive a retarction email.

Business Response: I do apologize to Ms. ******* for any frustration she may experiencing, however, Care.com will not be re-instating her membership. Section 5 of our Terms of Use states, 'In any event, Care.com also reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination. Following any termination of any individual's use of the Site or the Services, Care.com reserves the right to send a notice thereof to other Registered Users with whom we believe the individual has corresponded." Ms. ******* agreed to these terms upon enrollment. We wish her the best of luck with her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Billing/Collection Issues | Complaint Details Unavailable
8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined care.com back in 2008. I am a caregiver. I had good luck with care.com and found some jobs through them. I never had any bad reviews from anyone I was a nanny for. The only review I had was back in 2010 and it was 3 stars. The parent said I was great with kids. I know that care.com can terminate you for any or no reason at all. I understand that. On July 30th, 2013 I get a message that my account was terminated and they WOULD TELL EVERYONE I TRIED TO GAIN EMPLOYMENT FROM THAT I WAS TERMINATED! By telling every parent I had ever talked to that my account was terminated and not to correspond with me is an invasion of my privacy. By not telling anyone why I was terminated makes it seem that it was a criminal offense. I remember when I was on care.com a father I had spoke to a year prior had his account terminated. The message they send to everyone makes it look like they are bad with children or a criminal. I thought he did something bad. Try to see it from this point of view... You are a parent looking for someone wonderful to take care of your precious children and you are in the process of interviewing a potential nanny. Then all of a sudden you get a message from care.com that this person has been terminated and you are advised to not correspond with them. Ok?? What is going to go through your mind? No reason is given. What are you going to think? When people get fired from a job they can terminate you for any reason or no reason. However, they cannot go around telling any previous employers that you were fired. This is clearly an invasion of my privacy. Obviously, if my account is terminated people cannot contact me anymore right? So why does care.com tell every one in the past 5 years that I talked with that I was terminated? I have my Associates Degree in Early Childhood. I have 10+ years of childcare experience. I am a mom of 2 children. By care.com telling multiple people (since I was on the site for 5 years there will be many) that I was terminated and don't talk to me is invasion of confidentiality and my privacy. I have a clean record and even if I didn't care.com does not have the right to tell other parents that they fired me. If they do not want me as a member that is their choice. But they have no right to share that with other people that can jeopardize my future. Yes I know it is care.com terms of service that people will be notified. However, if you don't have a bad review or criminal record then you are not going to worry about getting terminated because you did nothing wrong right? And if I am being terminated and accused of something and care.com is telling other people this, then the very least I should be told why and I want the parents told as well with my permission of course. Just because the terms of service say that care.com does not have to say why a person is terminated, doesn't mean that they shouldn't at least let the person they terminate know what they did wrong if anything. And if they did nothing wrong like in my case then the parents should know that as well.

Desired Settlement: I would like care.com to post on their site a detailed message that reads...." Some people have had their accounts terminated and in most cases this was not due to any criminal attempt on a child. If you received a message about a care.com member being terminated it does not mean that they did anything wrong. It could be a number of reasons including not upgrading or billing. It could be that the caregiver terminated their own account. Or it could be that they are not using the site enough. We are just obligated to inform you of any closed account". If they can't do that then I would like them to at least notify anyone that I had contact with that my termination was not due to any bad behavior to any family or child.

Business Response: I would like to acknowledge that Ms. ******* is offering Care.com feedback to make the site more user friendly and transparent. Her feedback has been reviewed and it will be passed along to the appropriates departments. I also understand that Ms. ******* is well versed in our Terms  of Use that states, "Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you, from the Site, and/or to terminate your membership in Care.com, for any reason or no reason, with or without notice. Following any termination of any member's use of the Site, Care.com reserves the right to send a notice thereof to other members which whom you have corresponded." I do understand her frustration about this policy, however, it was agreed upon that Care.com would notify other members in the case of an account termination. She did agree to these terms upon enrollment. We wish Ms. ******* the best of luck with her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was attempting to utilize the trial offer of your services. I had no intention of enrolling in an "auto-renewal" policy. I realize now that in the fine print of the terms and conditions that I erroneously enrolled in this ongoing payment service. This was disingenuous and you have several complaints with the BBB regarding this same issue. I currently have other auto renewals subscriptions and each time I am charged I get an email and indication that my card has been charged. I get 4 -5 emails a month from your company but not ONE ever altered me that you were still charging me for a service I no longer utilized. Please spare me the response where you tell me I signed up for this. You are not providing a service in good faith. It was the bank who altered me to this issue as this flagged their "fraud alert".

Desired Settlement: I would like a refund for the months that I was charged without notice. 420.00

Business Response: We want to acknowledge that the Ms. ****** claims to have not understood the Care.com subscription when she enrolled and feels deceived by her experience with Care.com.

Ultimately, it is the responsibility of the member to cancel their subscription whenever they see fit.  I apologize to Ms. ****** if she was not aware of this and I have attached the screen shot of the purchase page she saw when she enrolled for further clarification.

When Ms. ****** contacted Care.com on 8/5/2013, a representative immediately obliged her cancellation request and granted a refund for the current billing cycle that she was cancelling as a good faith effort to appease her concerns. The Care.com terms of use at the time of Ms. ******’s enrollment, and as was illustrated in the previous response, clearly outlined a no-refund policy, to which an exception has been made for her circumstance. Unfortunately, Care.com cannot refund anything further as per policy.

Care.com offers a very thorough Help section designed to offer immediate assistance for account management, as well as 24 hour email support and call center support M-F.  I would encourage Ms. ****** to reach out to us at any time in the future for clarification or assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an email from this company asking to authorize an online profile for their site which provides domestic services in the United States and abroad. They wanted a credit card payment. I did not submit bank information and sent an email saying I do not authorize a profile. I have sent several emails and all have come back as 'undeliverable'. I am concerned about hacking, about compromise of personal information.

Desired Settlement: I want this company to take any information they may have on me out of their files and am requesting a certified letter from the CEO of the company indicating this has been done. I understand you are busy and appreciate your help in this regard.

Business Response: This message serves as confirmation that Ms. ******'s account has been closed in our databases. Ms. ****** contacted customer service on 8/8/13 through e-mail communication. Our customer service representative, *****, closed her account as requested and responded to Ms. ****** through e-mail on that same day. Her account cannot be reopened, however, she is welcome to rejoin us in the future if she so wishes.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used care.com for over a year free with no problems and then I decided to pay $40 for 3 months, which included a background check and 'premium services.' Their partner **** (******** ***********) security company ran a background check and found an incorrect felony charge. I have had at least a dozen background checks in three different states and all came back clear and I currently have an Active Secret Clearance to handle classified government information. So, I'm told by Care.com that I now have to dispute this case with **** in order to continue using their site (they have suspended my page). Care.com has basically telling me I am guilty until I can prove that I am innocent. I called care.com several times and asked to speak with a supervisor only to be told I will get either an email or a call within 24 hours. Well, I did get an email in that time, but my question was not answered. I called again to speak with a supervisor and told the same thing and I explained I need to speak with a supervisor not have them email me. While this was going on, I had to call **** to let them know they had the wrong person and I have never been charged with a felony and I wasn't in the state they listed. Furthermore, I asked **** if my social security number was attached to this felony charge and they said they were waiting to find that out. Now isn't that just interesting? How come they report my background to Care.com as me having a felony charge, but they're now telling me they haven't verified this. I cannot believe Care.com is partnering with this company. The incompetent work done by **** has resulted in 1 1/2 weeks of irritating emails and conversations. And, to top things off, the Care.com people won't even call me to discuss this, they keep emailing in response to my request for them to call. So, the last frustrating thing to occur from Care.com is I get an email saying, "We are writing about a background check that you recently requested on Care.com. Unfortunately, we were unable to run the background check. Typically, this occurs if the information that you entered when..." Well, this is very incorrect since they apparently already have run a background check. So, I call Care.com to tell them this and ask them to read the remaining part of the email and the representative tells me she can't read it to me but wants me to forward the email I got to them. How ridiculous is that? They don't even know what they sent me. Both Care.com and their partner company, AISS, are inadequate and have very poor customer service.

Desired Settlement: I want a sincere apology from Care.com for how they handled this entire situation. I want them to admit they should have not suspended my account until AISS could actually prove this was my felony charge, which they wouldn't be able to. Care.com should not have treated me as though I was guilty. What happened to being innocent until proven guilty? Like I mentioned above, I have been cleared by at least a dozen federal and state background checks and they should have listened to me when I initially called to complain. And, they should have had a supervisor take over my complaint and do whatever they could to resolve the issue.

Business Response: I would like to apologize for any frustration that Ms. ****** may have experienced as we had worked to resolve the issue surrounding her background check. Every member that creates a membership on Care.com undergoes a background check, a policy that is clearly outlined in our Terms of Use. Section 4.4 of our Terms of Use states that by accepting our terms you understand and agree that Care.com may review the information provided by the third party consumer reporting agency and that Care.com retains the right to terminate your Care.com registration based on the information it receives from these checks, even if such information was subsequently dismissed. After performing a background check on Ms. ******, a case was found in which resulted in an account suspension. We do understand that sometimes incorrect data is found, which is why Ms. ****** was given 90 days to dispute the case with ****, our partner agency. Her case was brought to a supervisor on 8/1/2013 for review. She was explained by the customer service representative that a response would be returned by either e-mail or phone. The supervisor informed Ms. ****** that she would need to reach out to **** for more information about the status of her dispute. A response was returned to Care.com on 8/13/2013, in which Ms. ******'s account was immediately re-instated.

We would like to extend our sincere apology to Ms. ****** for any frustration she had experienced throughout this process. Due to the nature of our services, it is necessary that we be strict and thorough throughout the verification process for all of our members. We do wish she has a better experience moving forward.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

First off, I shouldn't have had to dispute anything. Your company should deal with the entire case. I paid you money and AISS got something wrong. And, the other fact is that I had to let your company know that you were sending me messages that said you were not able to run a background check and this was after I had received a letter from AISS stating my dispute case had been cleared and my background check was cleared.  Then, your company opened back up my care.com account.  But, what I'd like to ask you now is why aren't you showing my care.com page as having a background check done and being cleared since I paid $9 for this.  Prospective families looking for child care cannot even see that a background check was done on me.  And, since I went through all that frustration and paid for the services, shouldn't your company show that a background check was done and was cleared?  Please let me know the answer to this. 

Business Response: The background check that was performed was an internal background check, in which the results, are not visible to other members. Ms. ****** will need to complete the necessary steps online to have her background check results shared with other members. She will need to go to the section on her account called "My Background Check", and complete the steps listed. Her results will be returned within 3-5 business days and they will be available for other member's review. For her trouble, I have initiated a free month of premium access. For a single month, she receive priority notification of new jobs in her area and she will be able to contact members outside of a job posting. We hope that she enjoys these free features and that she contacts us directly for any further question or concern.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you for the free one month of premium services.  What I don't understand is why would I want to pay $9 for an internal background check if the members can't see the results.  What is the point of such a background check?  You asked that I direct my questions to you so I will send you an email. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Applied for a local job using a job board and was told to apply at care.com. The first question this website asked was my age.This website continuously rejected my profile information as well as my profile photo I believe do to the fact I reported my age as 54. This was for a simple housekeeping job which I am well overqualified for. I am not only insulted but disgusted with what it takes to get a simple local job these days. If these people are going to play in the United States. They should play by the rules and the number one rule is that it is none of their business how old I am.

Desired Settlement: No settlement requested - for A letter of apology and understanding.

Business Response: We apologize to Ms. ******* for any frustration and confusion caused during the enrollment process. After reviewing her account, it appears that she was able to successfully create an account on 7/22/2013. She did attempt to submit a service profile that was not approved due to the following criteria:
-Incorrect use of capitalization, grammar, and spelling
-Insufficient information
-The inclusion of identifying information
Ms. ******* did send an e-mail to our customer service department on 7/23/2013 in which she was responded to with information about why her changes were not being approved.

Care.com does not discriminate against age. In fact, we provide an option on our members accounts to change their privacy settings so that age is not visible. Care.com does have strict guidelines regarding profile and photo approval. We do offer within our FAQ's helpful tips to get approved. Furthermore, our customer service department is available for any questions or concerns.

We do apologize if Ms. ******* had an unsatisfactory experience. We welcome her to rejoin the site if wishes to. We also welcome her to reach out to our customer service department for any questions and concerns about approval or for assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for one months service only. I was charged for an subsequent month service without my permission. This must be a common problem in that the company has this complaint as a drop down item in their profile page on which one discontinues services.

Desired Settlement: I would get a refund for $35.00 that was charged to me on 7/25/13.

Business Response: After review of the account, it is apparent that Ms. ****** contacted customer service on 8/3/2013 through e-mail. Ms. ****** was informed that the most recent charge on 7/24/13 would be refunded to her, in which it has. I have pasted the transaction to the bottom this reply. I would like to also remind Ms. ****** that Care.com is an autorenewing subscription service as advertised on our subscription purchase page as well as in our Terms of Use. Ultimately, it is up to the member's discretion to cancel their subscription when they are finished with the service.

******************

08/03/2013 09:23:35

CREDIT

XXXX

($35.00)

******

Approved

Consumer Response: Better Business Bureau:

You may close this case.  

The business did refund the disputed charges as they stated to you.   The charges were not appropriate in my opinion.  I purchased one months service only and saw no reason to have to cancel a subscription since that month was concluded.   

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to www.care.com this past winter. I was looking for part time work. When I found there was no part time work in my area I wanted to cancel my account with care.com. When I subscribed it said the cost was $12 a month. When I called them to cancel they told me I signed up for a business account and it was locked in at $12.00 a month for 1 year. Nowhere on the site did it say I was signing up for a business account and it did not say I was locked into payment for 1 yr. It said $12 a month and thats it. I feel I was scammed by being locked into this service. They will not cancell my account and they told me I would have to call back in a year to cancell. They have me paying $12 a month for one year for nothing.

Desired Settlement: I want my account canceled and I want a full refund for services i am not using. They also need to make clear on their website when they lock people into contracts. This is not right what they are doing to people. And if they do not refund my money I am filing a complaint with consumer affairs. Thank You **** ***

Business Response: Ms. *** signed up for a twelve month membership on Care.com at the rate of $12 per month.  Care.com also offers one month and three month memberships if a member does not wish to subscribe for a full year.  As Ms. *** made this selection for herself, the Care.com terms of use state that she cannot cancel her discounted membership before the term of the subscription period.  However, in light of her situation, and as a courtesy to Ms. ***, I have immediately canceled her membership, and she will no longer be charged for the remaining months on her account.  I sincerely hope this helps Ms. *** and clarifies any questions about her membership.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Billing/Collection Issues | Complaint Details Unavailable
8/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription in the fall of 2012 and the company continues to charge my credit card.

Desired Settlement: 10 months @ $40.00 per month for unused and cancelled service.

Business Response: As Ms. ****** has not contacted Care.com requesting to cancel her account, I have immediately downgraded her membership and refunded her most recent charge of $40 as a courtesy for cancelling her month early.  In regards to her complaint that she previously cancelled her account, this is unfortunately not the case.  She is correct that her account has renewed according to the plan that she selected, however it was not previously cancelled.  When Ms. ****** contacted Care.com in August of 2012, she had accidentally upgraded to the annual membership and requested to be switched to a monthly membership.  I am including a copy of the email confirmation that was sent to her at that time below.  I hope this helps clarify Ms. ******'s membership, and want to confirm again that per this complaint, I have cancelled her current month and refunded the charge as a courtesy. Hi *****, Thanks for your email and your membership with Care.com. I see that you are looking for after school care for your three children. I'm sure they have plenty of after school activities at their ages.  Please let me know if I can help you with your search in any way. I have changed your account for our annual membership to our monthly membership using the promo code you used at your original upgrade. Please see below for a copy of that transaction. Your credit card has been charged for the first month of your service plan you selected. You saved 20% off your subscription! Subscription Plan (1-month): $32.00 Total: $32.00 You will be charged monthly for your subscription. After your subscription period is up, you will be automatically renewed until you cancel your account. I have refunded your last charge of $12. Please note that the refund may take up to a week to show on bank or credit card statements. Here is a copy of the refund transaction for your convenience: 8/10/2012 ****************** Refund - ****************** Promo Code: ********* ********  - $12.00 All subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when you joined Care.com. Many members find this feature useful as they like the insurance of having a community of caregivers available whenever they need care. If you would like  to downgrade at the end of your one month please let me know and I will set it to automatically downgrade.  If you do not do this your account with automatically renew each month. I hope all of this helps and I truly appreciate your membership with Care.com.  If you have any further questions or concerns, please email me or visit our FAQ page.

Best Wishes,
*******
Care.com Member Care
*******@care.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday, 7/19/13, I called care.com customer service to alert them to a woman who had left a false review on my account. She indicated I had interviewed with her, but that I was below expectations. I never interviewed with this woman, nor even spoke to her on the phone. There was 1 initial message I sent to her back in April, then 2 subsequent messages from her, asking to set up an interview, shortly thereafter. I was working another job at the time and did not email her back, but I feel that it was more than likely I sent her a text thanking her for her time, but respectfully declining due to other work- that is just my standard protocol for professionalism. Upon calling care.com to make them aware of this situation, they could clearly see the entire conversation between this woman and I consisted of 3 messages in April and that she had suddenly left this review all these months later. Care.com refused to remove the review that was clearly false, telling me I should email her or just leave my response to her review that I had never met her & didn't know what she was talking about. Care.com has a feature where any of the families seeking caregivers can leave a review of a caregiver, even if they've only exchanged a few messages. Caregivers are not given the opportunity to review their experiences with families, good or bad. That from the get go, is an unfair practice in this website. After their initial refusal to remove the review, I sent a message to the woman indicating I thought she had mistaken me for another person. At that point, I was berated through a litany of emails, stating a plethora of things that were clearly not true. In one email she is stating she texted me, then another stating she called- she couldnt even differentiate in how she had supposedly contacted me. She proceeds to tell me my mother is handicapped (my mother is not handicapped in the least) and appeared to take some information off of my care.com profile to accuse me of things that were not true. Right off the bat, her review stated she interviewed me, yet she had no problem indicating multiple times in the messages she never interviewed me, at all. Her conduct in these messages ewere blatant violations of the terms of use with care.com. I made another phone call to customer service to provide them with the evidence that this woman had me mistaken for another person or was just flat out lying. They proceeded to tell me, again, they refused to remove her review, would not remove her account, despite the safety risk I felt it posed to other caregivers, wouldn't offer an option for me to leave a review on her profile- simply that I had to deal with the review in it's current state. I made my disapproval of their lack of protection for their caregivers very clear and that I would be calling corporate to remedy the issue further. They are allowing anyone to write anything about people they never met, nor spoke to. The entire time, I never violated the terms of use, yet care.com still had the audacity to remove my profile. They will allow people clearly lying and demonstrating malicious behavior to maintain an account, yet not protect the caregivers that make them money? That is a huge problem!

Desired Settlement: I would like for a)my account to be reinstated b)the other woman's account deleted 3) her review deleted 4) an option for caregivers to leave reviews for a family 5) a month's worth of an upgraded profile to compensate for the loss of money while my account was deactivated.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have signed up for their premium membership on 9/14/2011. Apparently, somewhere on the website the fine print says that you'll be billed continuously on the monthly basis until you downgrade the membership. I have not noticed that and have been billed by care.com for almost two years now with no notifications or statements whatsoever. My mistake was using the credit card that is rarely used otherwise and being overwhelmed by a suicide in a family at the time, hence is the need for a nanny and negligence to check the credit card charges. However, regardless of my failure to monitor family finances, care.com is an unethical and immoral company. Clearly, their system is set up to make revenue dishonestly, taking advantage of people instead of fairly charging customers for the services they use. Respectable companies ALWAYS notify their customers of recurring charges. Care.com doesn't care about reputation or customer loyalty and I'll be more than happy to spread the word on every website possible about my experience. Care.com owes me $700. I have not even logged into their system during that period, and my last email to their customer representative went unanswered.

Desired Settlement: Refund of $700

Business Response: Please see the attached document for the response from Care.com.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Your response is both - laughable and predictable. I did not at any moment in time deny that I subscribed to care.com services willingly. I do take responsibility for not noticing the fine print. I'm sure you found again and again that the small font works great for generating revenue and tricking your customers. However, most respectable companies send notifications, reminders or at least statements of activity to their hard earned and valued customers.  I wonder why care.com would find it redundant to do so. Are you concerned, by any chance, that people would cancel the membership if they were aware of the charges? Beneath the superficial language of your response is a simple fact that care.com gained $700 for providing no services in return whatsoever. Moreover, you're well aware that if your customer had any knowledge of it she'd choose not to contribute. What does it take to refund the money that was gained in such a manner? My guess would be fair and ethical business practices. Judging by how hard the company holds on to the misappropriated money, care.com is not concerned with its reputation or customer retention. Companies like this don't deserve to exist. I already filed a report with MA Attorney General and Federal Trade Commission. I will continue spreading the word about care.com's practices and the true quality of their customer service.

Business Response: We apologize that Ms. *********** feels this way.  It has been repeatedly demonstrated and explained to her the type of membership that she signed up for, and the responsibility that remains with all Care.com members to manage their own account.  I would encourage Ms. *********** to review the Care.com terms of use for any further clarification she requires.  The terms of use clearly outline that Care.com is a subscription service and can be cancelled at any time.  As was previously mentioned, the subscription and renewal options are clearly outlined during the upgrade process, and this information is readily available on the website.  I sincerely apologize that Ms. *********** did not understand this when she enrolled, and again encourage her to reach out to us for any clarification or assistance with her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Why do you even bother writing the same sentences over and over again to numerous ripped off customers? It is rather pointless. The language in those responses is most disgraceful. Words like apologize, sincerely, encourage should not be even used by such scammers. Care.com, find dignity to be honest about your practices and state so. I sent messages to about 30 ripped off victims so far. Next step is the lawyer. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Care.com in order to find a babysitter for my son during the evenings while I was in school. I started my 30 day subscription on 2-16-2013. I cancelled my subscription within my 30 days and transferred all incoming e-mails to my spam box. I found out today, through an email stating that the 35.00 fee had been denied by my banking institution due to insufficient funds and saw that I have continuously been charged the monthly fee. I spoke with a representative today and (of course) there is no record of my cancelled subscription and since it automatically renews, there is nothing that can be done. This was an error in Care.com's system and an error for which I am being punished. I will not be recommending this service to fellow nontraditional students nor anyone else that I come across if these are to be the practices of this company.

Desired Settlement: I expect to be reimbursed for the amount of $140.00 for those unauthorized months beginning 3-16 thru 6-16 as well as confirmation that my subscription has finally been cancelled and my account closed.

Business Response: In response to Ms. *******’s complaint, I am including information below to help clarify the subscription that Ms. ******* signed up for.

Please note that as an exception to the Care.com terms of use agreed to upon enrollment, I have also issued a $35 refund for the most recent charge on Ms. *******’s account.  She can expect to see this reflected in her bank account within three to five business days of 07/25/2013.

While Ms. ******* claims to have canceled her account, a member care representative explained to her that there is no documentation of this happening.  I understand that she marked Care.com emails to be delivered to her junk folder, and this would show that she was not receiving our communications.  However, Care.com also has very detailed records of all cancellations, downgrades, and emails sent to and from any account.  Unfortunately, no such records of account cancellation exists, and there was no system error that prevented Ms. ******* from cancelling her account in February.  

The Care.com terms of use regarding refunds is quoted here:

“No refunds or credits will be provided for account cancellation requests received after the account has been billed. In addition, no refunds will be granted for any donations to third-party organizations that are made while enrolling or using the Site. At Care.com's sole discretion, refunds or credits may be granted in extenuating circumstances, as a result of specific refund guarantee promotions, or to correct any errors made by Care.com.”

As soon as Ms. ******* reached out to Care.com and spoke with a representative, her membership was immediately canceled as she requested.  We have since processed a courtesy refund because of the inactivity during her most recent billing cycle.  I apologize that beyond that the Care.com terms of use must be acknowledged, and encourage Ms. ******* to reach out to us in the future with any further concerns or questions about her account.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

$35.00 is a start.  I had already been told that there had not been any record of my cancellation, but it is something that I did do.  Computers and programs are not infallible and whether it was a glitch on my end of the company's system, it was still a glitch where the cancellation got cancelled.  I am still expecting the rest to be refunded as well.  

Business Response: Unfortunately, as was previously stated, there was no system error that would have prevented Ms. ******* from canceling her membership.  I do apologize again that she is frustrated by her experience with Care.com, however since no records exist regarding her attempts to cancel, the Care.com terms of use agreed to upon enrollment cannot be overridden.  I would like to reiterate that there are many helpful resources on Care.com regarding the management of member accounts, as well as email support 7 days a week, and phone support M-F.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I challenge Care.com to look back over my account and see the last time there was any activity on my end. If I still had intentions of using the service, I would have. Other than the emails that are sent out and my attempted log in from the other day when I found that I was still being charged, my activity on the account (or lack of) will attest to my claim that regardless of what happened, I believed my account to be closed and did not attempt to access it or reach any possible sitters. I had cancelled it within my first 30 days. Why don't you look for something other than information to use to keep the money that was fraudulently deducted. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/5/2013 Billing/Collection Issues | Complaint Details Unavailable
8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the Premium service from Care.com on Saturday, July 13, 2013 and canceled it 2 hours later. The company continued to charge my credit card for 30 days of service and refused to refund my money for the subscription. After calling their customer service 2 times, I was not allowed to speak to a supervisor rather I was sent an email from a supervisor to inform me that I would not receive a refund. I called again the next and after refusing to leave the phone until I spoke with a supervisor, I finally spoke with "******" who informed me once again that although I cancelled my subscription within hours of signing up, I would not be eligible for a refund

Desired Settlement: $39 refunded to me for services that were canceled

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Not only was the information regarding the refund policy on the website misleading (it states to contact them within 30 days for a refund), the company was also not available for customer service at the time of the transaction to ask question on Saturday, July 13, 2013. I can't help that I was contacted by multiple sitters during the time of the membership. I will be willing to pay for a prorated membership for the two hours of service, but not the entire $39. In addition, the customer service for this company was painful to deal with. I was told that I would receive a phone call back from a supervisor and received a generic email response instead.

Business Response: I apologize that Ms. ***** was not satisfied with her experience using Care.com.  Upon reviewing her account, she did sign up for Care.com and purchase a one month membership.  She then contacted four care providers through the site, and contacting caregivers is one of the primary features that is paid for on Care.com.  I understand that she wanted to cancel shortly after that, and get her money back.  Care.com does not offer any form of money back guarantee, and the terms of use agreed to upon enrollment by every member outline the refund policy.  I've attached this below for your convenience.

Refund Policy
Except as set forth below, all payments for services/products are non-refundable and there are no refunds or credits for unused or partially used services/products or service/product cancellations. Notwithstanding the foregoing, if you have a paid membership subscription that is automatically renewed, we will refund the most recent charge to your credit card if (i) you cancel your subscription within thirty (30) days after the most recent charge, and (ii) you have not used your subscription during the current renewal period. The refund will apply to the most recent charge only. In addition, Care.com reserves the right to immediately downgrade or cancel your membership after payment of your refund. Care.com does not provide refunds or credits under any other circumstances, unless it determines in its sole discretion that a refund or credit is warranted due to extenuating circumstances, such as a duplicate account.

Business Response: Unfortunately it appears Ms. ***** has misunderstood Care.com's refund policy.  The offer to contact Care.com within 30 days is for renewal charges only, and not for the initial purchase fee of the subscription.  I'm copying that information here for your perusal: Care.com subscriptions are nonrefundable, and there are no refunds or credits for partially unused periods. However, exceptions for renewal charges specifically may be made if your account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on your account): • Your account has not been used since the most recent renewal charge, AND • Your request for a refund is made within thirty (30) days of the most recent charge. Charges older than thirty (30) days are not eligible for a refund under any circumstances. This applies to any membership length (ie: 1 month, 3 month, or 12 month). Additionally, no refunds will be offered for discounted monthly installment plans, bundled packages, background checks, or products and services purchased through any third-party promotions or organizations. Additionally the communication between Ms. ***** and the providers on Care.com went both ways.  Her job post was applied to and she responded to members discussing options for care.  Though she decided not to hire someone through Care.com it must be acknowledged that she agreed to the Care.com terms of use which clearly states: 8.3 Refund Policy Except as set forth below, all payments for services/products are non-refundable and there are no refunds or credits for unused or partially used services/products or service/product cancellations. Notwithstanding the foregoing, if you have a paid membership subscription that is automatically renewed, we will refund the most recent charge to your credit card if (i) you cancel your subscription within thirty (30) days after the most recent charge, and (ii) you have not used your subscription during the current renewal period. The refund will apply to the most recent charge only. In addition, Care.com reserves the right to immediately downgrade or cancel your membership after payment of your refund. Care.com does not provide refunds or credits under any other circumstances, unless it determines in its sole discretion that a refund or credit is warranted due to extenuating circumstances, such as a duplicate account. I sincerely apologize that Ms. ***** did not find a quality caregiver through Care.com, and wish her all the best in her search for care.  The decision to uphold the terms and conditions of the website is one that cannot be reversed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CANCELLED MY MEMBERSHIP FOR NO REASON WOULD NOT TELL ME WHY.

Desired Settlement: TO BE REINSTATED

Business Response: For the safety and security of all of our members, Care.com does not disclose the reasons why an account may be closed.  The Terms of Use agreed to upon enrollment outline this clearly.  I have included them here for your convenience: Termination of RegistrationShould Care.com determine that you are not eligible to use the Services, have violated any terms stated herein orin any of the Additional Terms, are not suitable for participation as a Registered User, or have mis-used or mis-appropriated Site content, including but not limited to use on a "mirrored", competitive, or third party site, Care.com reserves the right,at its sole discretion, to immediately terminate your access to all or part of the Care.com Site, to remove your profile and/orany content posted by or about you from the Site, and/or to terminate your registration in Care.com, with or without notice. In any event, Care.com also reserves the right, in its sole discretion, to terminate your access to all or part of the Care.comSite, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com,for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of thereason, if any, for your termination. Following any termination of any individual's use of the Site or the Services, Care.com reserves the right to send a noticethereof to other Registered Users with whom we believe the individual has corresponded. Our decision to terminate an individual's registration and/or to notify other Registered Users with whom we believe theindividual has corresponded does not constitute, and should not be interpreted or used as information bearing on, theindividual's character, general reputation, personal characteristics, or mode of living.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was evaluating options for a new caretaker (care.com and **********.com). As I was evaluating options on care.com a little ad popped up,"Mystery Sale: Get up to 40% off Premium Membership, today only. Save now >>" (I can send screen shot). I clicked "save now" hoping to get more information on the offer. **********.com is also offering a 40% off special so I thought it was a competing promotion. "Save now" took me to the order form, but only 20% was taken off. As I tried clinking to understand why I only got 20% and not 40%, sure this was an error, I was suddenly charged for the membership without even entering my credit card number! I was a member a year ago and apparently they still had my credit card number - there was no prompt confirming that card was ok to use or anything. I had intended to activate my Upromise rewards and use a different card if I did move forward with the membership, but I never had the option to do that. I really had not intended to purchase the membership at that point, I was just trying to understand the 40% promotion. After contacting them, they said there was no way to change the card or retroactively apply the Upromise reward, but I could do that next month. I have now cancelled the service so it will only be the 30 days, but there is no way to remove your credit card information. Once you give it to them, they keep it, apparently indefinitely! The card they charged even expired in February 2013 so I don't even know how they were able to make that charge. They are also not willing to honor the 40% promised discount. They claim the ad meant that it could have been 40%, 30%, or 20% off, but no where does it say that. The 40% is bold red so it stands out with zero information indicating why the discount would not be 40%. Terms are not anywhere. Their response is that I saw it was only 20% off when I agreed to the purchase - again I had not agreed to the purchase, they just charged my expired credit card because I did not realize they had kept it on file for almost a year!! I had another code for 25% (clip47) so obviously if I really thought that code was only for 20%, I would have used the higher code or the competor who is giving 40% this month. I am also surprised that a company with over 200 complaints is rated an A. There are numerous complaints around their billing policy because you sign up for a 30 day membership and they keep billing you every 30 days until you cancel. Obviously if you wanted a longer membership, you would select 3 months or 12. The claim that it is for the customer's convenience is just insulting. It is their way of trying to trick you into buying more than you intend. Apparently they can do what they want because it is their "service agreement" but it seems unethical.

Desired Settlement: If I had thought care.com was not offering 40% like their competitor, I would not have renewed my membership; I would have used **********. Ideally, I would like them to credit my renewal, allow me to place it again the way I had intended so that I can get the upromise reward with the card I had intended to use (subtracting the appropriate number of days I've used from 30), and I would like them to honor the 40% discount they advertised. The other option would be to just cancel the membership all together, which would also be fine with me as I can use **********, but I don't that is fair as I have communicated with 1 sitter from care.com already and have had several applicants - none a good match, but still, I don't think it would be fair.

Business Response: After reviewing Ms. *******'s complaint and her communication with Care.com via email, I would like to let her know that I've refunded her month's charge in full, and left her premium account active through it's current expiration date on 8/25/2013.  Ms. ******* can expect to see the amount of $31.20 credited back to her account in 3-5 business days.

The sale that Ms. ******* referenced allowed members to save up to 40% off based on the type of subscription chosen.  As she only wanted the one month, the discount amounted to 20% off.  This of course was not meant to deceive in any way, and I can personally understand her confusion around this. 

I also want to thank Ms. ******* for being a member, and encourage her to reach out to us at any time for clarification or assistance with her account.  Once again, I also want to confirm that her account is currently set to expire on 8/25/2013.  We wish her the best in her search for care.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Care.com has done even more than I had asked and I very much appreciate that they went above and beyond what I had expected. Thank you so much!! 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened an ad for my aunt on June 28th,i got a caregiver who wants me to hire her friend who is not on the site so I complained and ***** said my account is being investigated? so I don't want to do business with a company who treats people in this manner I only had the account from june 28th late pm to july 1 so in less then 48 hours I had problems and care says I cant get a refund because I could have hired one of there caregivers.they can look and see I did not respond to any caregivers after this issue and they can see I did not respond to the ones who applied after this woman-I feel this is unfair and want a refund

Desired Settlement: full refund and close account

Business Response: Ms. ***** recently upgraded her Care.com account, and we understand that she did not end up hiring a caregiver through Care.com.  Unfortunately, Care.com cannot guarantee that its members will hire someone through the site, and so cannot offer a refund for this reason.  The Care.com Terms of Use, agreed to upon enrollment by all members, also outlines that once a membership has been purchased, it cannot be refunded.  I am including these terms for your reference here:

"No refunds or credits will be provided for account cancellation requests received after the account has been billed. In addition, no refunds will be granted for any donations to third-party organizations that are made while enrolling or using the Site. At Care.com's sole discretion, refunds or credits may be granted in extenuating circumstances, as a result of specific refund guarantee promotions, or to correct any errors made by Care.com. "

Additionally Ms. ***** contacted eight (8) other members on the site regarding the care she is looking for.  Sending messages, specifically, is one of the benefits of the premium membership that she paid for.  While I am very sorry that she was unable to find exactly what she was looking for on the site, I would also encourage her to take advantage of the remainder of her membership, which is valid until 7/28/2013.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not agree with care.com and I have not contacted 8 people on there site,this company takes advantage of people and they are the ones who insulted me,i do not intend to use them and will pass on this information to others

Business Response: I apologize that Ms. ***** feels offended throughout this experience.  It is sincerely not our intention to do so.  When Ms. ***** first posted a job to Care.com in search of care, there was some question surrounding who the care was for.  On Care.com we take the safety and security of our members as a top priority, and according to our terms of use we do not allow any member to use an account for care that is not for them, their household, or an immediate family member.  I can assure Ms. ***** that the clarification we requested was only to ensure that the account was acting in accords with our terms of use.  This is a safety measure we take on all accounts.  I do hope that you find the care that you are looking for, and if there is anything that Care.com can do to help with that, please feel free to reach out to us for assistance with your account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

care is a bad company and is not doing the right thing

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A quick review of other complaints about Care.com indicates that my problem is nothing new. Care.com is well aware of their deceptive practice and despite numerous complaints, has not changed their policy. I signed up for a one month membership but didn't see anything about the default being that payments are recurring. I know this trick from other websites (typically those my children use) and always check when I sign up. I pay for virtually everything I purchase on one credit card and so it is too easy to miss the fact that Care.com has been charging me $35 a month for the past 10 months. I should have examined my credit card statement more closely (I do review it each month albeit quickly) but the company no doubt counts on the fact that busy working parents might miss this $35 additional payment each month. I phoned today to complain and the representative agreed only to refund one month even though she could see that I had not accessed the website in the past ten months. I told her I found the policy unethical, deceptive and wrong, and she would only reply that she understood. I also tried to file a complaint on their website - if nothing else to warn others about the practice - but there is no option to do so. Apparently, the company does not understand since they haven't changed the policy despite many complaints. They know exactly what they're doing - I'm sure they make a lot of money this way. I am really disgusted.

Desired Settlement: Full refund of the money I've paid.

Business Response: Please see attachment for response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com has put in place an onerous policy for the consumer.  The policy is described on the website so the company has covered their bases and and as a result, is not legally obligated to refund my money.  I still believe that ETHICALLY, this is the wrong decision for the following reasons:1. Numerous other complaints about this policy have been filed on the BBB website.  Clearly, other consumers are making the mistake (it's too easy to make) yet Care.com has not chosen to change the policy because it is a money maker for them.  They are well aware that many BUSY WORKING parents may overlook the recurring payment. Apparently, they are not interested in customer well-being or satisfaction.2. The first time I signed up for Care.com, I was sure to cancel my subscription afterwards, only to hire someone who stayed for two months and then quit with one day's notice. In a panic, I signed back up again to find someone else and because of the emergency situation, either overlooked the small print or intended to cancel when I did find someone, only to forget. Again, this is just what the company is counting on.3. Essentially, I've paid $350 for ten months of "service" - the representative with whom I spoke acknowledged that I haven't used the website once in that period. The company charges $140 for a 12-month membership. Who in their right mind would pay the much higher monthly fee for 10 months? Wouldn't an honest company change the policy to avoid this kind of problem?  I realize that legally, I can't do anything but it is disingenous and wrong of the company to charge me this exorbitant rate. At a minimum, they should refund me $210 for the surplus I paid. 4. I detest this policy for the above reasons, but usually one can opt AT THE TIME OF SIGNING UP to change the automatic renewal, albeit by going through lots of hoops. I don't see that option clearly stated on the Care.com website.  5. I will not use this company again unless it does the right thing in this case.  I don't want yet more customers to go through this (as I'm quite sure they will continue to do) and intend to file a complaint about this policy with the Department of Consumer Affairs. 

Business Response: I apologize that Ms. ******** feels that Care.com's subscription options are in some way misleading.  Our previous response intended to illustrate how readily available this information is during the enrollment process.  Additionally, Care.com offers a wealth of assistance on the site and via phone or email, for members that may require clarification with their accounts.  Unfortunately, Ms. ******** did not contact Care.com until 6/3/2013, and a representative immediately obliged her cancellation request and granted a refund for the current billing cycle that she was cancelling.  Please note that this refund was also an exception made to the Care.com terms of use, to which Ms. ******** agreed upon enrollment. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com is clearly not interested in correcting this policy and chose to ignore the basic questions I had posed in my previous response:1. The policy, while clearly stated in smaller print on the website, is onerous to the user.  The company knows this and COUNTS on users forgetting to cancel the subscription in a month's time.  They know they are dealing with busy working parents.  If care.com is so interested in customer satisfaction, why haven't they changed this policy when so many prior customers have registered complaints with the BBB? If you are truly concerned with customer satisfaction, include an option to have a true one-month membership that doesn't automatically renew.  If you must, charge more for this option.  The company doesn't want to do this because it's a money maker for them.  Clearly!  Don't pretend otherwise.2. Why would a customer pay $350 for a ten-month membership instead of $170 for a one-year membership? The company knows that the services were not used at all as the representative told me she could see I hadn't accessed the account.  I am not arguing with the legality of the company's position - they covered their bases there.  I think the position is ethically wrong, as do many other former customers judging from the complaints.  As an act of good faith, you should at a MINIMUM return $180 additional that I paid for my UNWANTED multiple month membership that wasn't used. Don't think you acted magnaniously by granting me a $35 refund.  That's just infuriating.3.  It most certainly is NOT clear from the website how to cancel the automatic renewal option.  Does this option exist? The response did not address this concern.  Don't tell me I can click on ten different links to do this (although I know other websites make you do this!).  Again, if you truly care about customer satisfaction, make it easy and obvious for the client.  You know the right thing to do, but here's betting the company won't do it. It's all about maximizing profit.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 11 2013 I received the following email:  "Dear ****, We are writing to inform you that we have terminated your Care.com membership. Under our terms of service, Care.com has the right, among other things and in its sole discretion, to terminate your membership for any reason or no reason, with or without notice. In addition, Care.com is authorized by the terms of service to notify other members with whom you have corresponded of this action. As indicated, Care.com may terminate a member for any reason or no reason. Accordingly, we have notified members that our decision to terminate your Care.com membership does not constitute and should not be interpreted or used as information bearing on your character, general reputation, personal characteristics, or mode of living.

Sincerely,
The Care.com Team"

I called Care.com to get some clarity on the situation, as I was thinking it has to be a mistake. I am a paying Premium member, currently working for a Care.com family, with multiple close relationship with other Care.com families whom I've previously worked for. I could not imagine why my account was closed. Once connecting with a representative I was placed on hold for a few minutes. When she returned she could only tell me that I've been found to be ineligible for an account with Care.com. I then (while on the phone with the representative) read through the Eligibility rules. I do not fall under any reason to make me ineligible. The only things I have been able to come up with is that the same day (July 11th) I requested my Facebook page to be verified...but then changed my mind because it lists many private things Care.com would then have access too. (I would like to clarify that I have the most secure privacy settings for my Facebook because I simply don't like strangers having access to my personal life, only friends that I have approved can see my page). The representative told me she didn't think that would cause my account to be deactivated but that she still was not able to tell me the reason that it was. I also had a phone interview with a lady who got off the phone very quickly once I told her I needed a higher paying position than what she offered ($150/wk for 45+ hours). I was very nice and said that I just can't afford to earn less than a certain amount. Perhaps she made a complaint? Although I find it unlikely. One of the only other reason that I could think of was that in the past, after after allowing Care.com to perform a background check, my account was deactivated because the background check came back with completely incorrect information. I contacted the Background check company, verified that the information was incorrect, which they confirmed and received a CORRECT background check. I then opened a new account with Care.com as I have proof of a perfectly clean background. In fact, one previous employer required a fingerprint verification which of course came back clear as well. It states in their email that they can close the account for "No reason" and that it's in their "sole discretion". If that is what happened here they are costing a family a great nanny, and if it was a mistake they should take time to verify facts before closing accounts and considering a person to be ineligible. Another issue with my account being deactivated with no explanation is that, as stated in their email, they will contact any family I have had contact with. After spending 9 years in the military, my husband is ending his military career and his last day of employment is the 29th of July. We are going to be leaving the state and I already had arranged interviews with two families who have more than likely received this email from Care.com stating that I was unsuitable to have an account. This will surely cause those interviews to fall through, when this whole mess seems like one big mistake. I just feel so blindsided. I simply can't understand how I, a 100% law abiding citizen with amazing past and present references could possibly be considered ineligible. It must be a mistake. However, the representative I spoke with did not seem to have much concern over whether they have made a mistake or not and could not offer me any explanation.

Desired Settlement: I would like to continue being a member of Care.com. I provide great service as a nanny and have many relationships with both current and previous employers that will attest to what an amazing nanny I am. As I explained above, I do not fall under any of their guidelines that cause me to be ineligible. It almost feels like prejudice because I have done nothing to cause this and cannot get an explanation as to why this has happened. I also feel Care.com should change their policy and verify with the client why they are closing an account. What if it's a mistake? (Which seems to be my situation).

Business Response: We want to acknowledge Ms. ********'s concern that she is ineligible to enroll on Care.com.  According to the Care.com terms of use, members cannot have charges show up on a background check, or the account may be suspended and ultimately closed.  Ms. ******** is correct that the initiating suspension on her account is from 2011.  At that time she was notified, and per the Care.com terms of use, was given 90 days to resolve any disputes with her background check.  Unfortunately this was not resolved within the 90 day period at the time, and Ms. ******** was notified of this via email on 04/18/2011.  At that time, this matter was considered resolved, and unfortunately cannot be reversed.  We do sincerely wish Ms. ******** the best in her future endeavors.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Billing/Collection Issues | Complaint Details Unavailable
7/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used this site for several years without a problem. I recently updated my profile and then received an email from care.com stating they were removing my account and I'd have to reapply for an account under the business section. I wasn't thrilled because I knew it now involved a fee but I did it anyways. I followed their instructions and opened a new account under the business section as I have a home daycare. I think as the site grew, they now could start charging. I had the option of paying from a month to a year. I paid $80 for an entire year so I didn't have to deal with a monthly reoccurring payment. About an hour later I got an email from care.com saying this ... We are writing to inform you that we have terminated your Care.com membership.Under our terms of service, Care.com has the right, among other things and in its sole discretion, to terminate your membership for any reason or no reason, with or without notice. In addition, Care.com is authorized by the terms of service to notify other members with whom you have corresponded of this action.As indicated, Care.com may terminate a member for any reason or no reason. Accordingly, we have notified members that our decision to terminate your Care.com membership does not constitute and should not be interpreted or used as information bearing on your character, general reputation, personal characteristics, or mode of living.

Sincerely,
The Care.com Team

They basically stole my $80.00 fee and had no reason to cancel my account. I tried all day to email and phone them. I got no where. I'd really appreciate your help here.

Desired Settlement: I would like my $80.00 refunded to me. When you make your payment, it also tells you they will keep your credit card on file and charge you again when your time is up. My account has been cancelled by care.com and I now have to cancel my credit card because I can't take the chance of them charging me automatically when my year payment is up.

Business Response: Thank you for your interest in joining Care.com. I do apologize but it appears that your account was closed in error. Please go ahead and enroll again. I can assure you that you were not charged.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/21/2013 Billing/Collection Issues | Complaint Details Unavailable
7/19/2013 Advertising/Sales Issues | Complaint Details Unavailable
7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a Premium Member & my account was in good standing and listed as current and paid. I did post a job listing on their website. I did receive replies that contained applicant contact information for the position I was offering At the end of my membership, the e-mails of the applicants were truncated to remove the contact information. According to Joelle a customer service representative at Care.com, I have to purchase ANOTHER premium membership in order to retrieve the messages that I had already paid for once. According to their Terms & Conditions posted on their website: How do I contact providers I'm interested in? You've browsed through a dozen profiles and now you want to contact your top candidates. To begin contacting you must have a Premium Membership at this time, and be sure you're logged into your account. On the provider's profile you will have the ability to send them a direct message - these are private messages and you can include contact information if you prefer. Messages sent through Care.com are just like sending an email and are delivered instantly. Many providers will also allow you access to their phone numbers, which you can obtain by scrolling down their profile to the Contact section, and then click the "Show Phone Number" option. ----- I can understand that the "Show Phone Number" Option is disabled. But I do not understand how a "time limit" can be placed on an e-mail.

Desired Settlement: I ask that the information that I had already paid for be released to me.

Business Response: *******

We appreciate Mr. *****'s concerns, and understand that he feels like he's paid for something that he didn't receive.  Unfortunately it appears that Mr. ***** has misunderstood the Care.com subscription.  I hope to explain that in greater detail here.

The premium membership at Care.com allows you access to the site for the subscription length of your choice.  Typically, this is in monthly, quarterly, or annual increments.  Mr. ***** use Care.com for one month beginning 4/19/2013.  Once his account downgraded he lost access to the premium features of the site.  Unfortunately, contact information is one of the primary benefits of the premium membership, along with access to reference checks, written reviews, and background checks on prospective care providers.

Once the account downgrades and the subscription has ended, contact information, even in private messages on Care.com, cannot be accessed.  The membership fees that Mr. ***** paid for was not directly for contact information, but rather to access the premium benefits on Care.com.

We always encourage our members to back up the contact information they receive off of the website to avoid situations like this.  And in truth, I am also sorry that Mr. ***** experienced this confusion.  As it stands we cannot violate the terms of use or privacy policies of the website to accommodate Mr. *****'s request for that information.  We do however wish him the best in his future care searches, and should he choose to use Care.com again, encourage him to contact us regarding a discount on his next membership.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 30 day membership, company continued to charge me for 2 months past initial month membership. They agreed to refund only 1 month of excess charges of $35 but refused to refund the other excess month charge of $35.

Desired Settlement: Company refund $35 AND clearly state in simple language up front (not buried down in sign-up page) on their website when consumers sign up for 30 day membership that they're actually signing up for a recurring membership that will continue to charge their credit card until they discontinue membership. OR don't call it a '30 day membership', call it what it is - a recurring membership. It is a deceptive business practice to call it a '30 day membership' when it isn't that at all. Call it a 'Recurring membership'.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline.  We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. We find that most members enjoy the convenience and we provide several avenues for members to easily create reminders or opt out of membership.  We are constantly making additional improvements that will positively impact our members.  For example, new parents may initially sign up to find a nanny. They may take the time to gather candidates, narrow their search, interview top prospects and perform multiple background checks. In addition, this family may have the ongoing need for things like: back-up-care,housecleaning services, pet care providers, or even assistance with an elderly parent.  Access to theirCare.com account allows them to investigate, perform multiple searches, contactadditional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership. It is certainly not our intent to deceive or confuse our members . We welcome ourmembers feedback regarding the billing model and the general use of our site, however no further refunds will be issued to this account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

When I signed up for membership to Care.com, I selected the '30 day membership'.  On face value, a membership named as such would last for 30 days.  Additionally, Care.com sent a notification email prior to the end of this 30 day period stating that my membership would be ending soon.  I do not believe this company was forthcoming and honest about their membership.  Though their deceptive business practice of auto renewal may work for their other members, it does not work for my needs.  I signed up exclusively to find help for a short period of time after the birth of my daughter.  That need ended and I was under the impression my membership ended as well.  This company should not be allowed to call a membership '30 days' if it does not indeed expire at the end of the 30 day period.  Additionally, they should not send a misleading email stating that the membership is about to expire if it is not about to expire.  I am wholly unsatisfied with their response.  Members of such groups should not have to read the fine print of their agreement in order to discover that a '30 day membership' is NOT a 30 day membership at all, instead an autorenewing membership. 

Business Response: During the enrollment process, Ms. ***** was offered a 1-month*, 3-month* or 12-month* membership. Directly under the pricing options the * reads: *"All Subscriptions are automatically renewed until cancelled. Local sales tax will be added to your subscription."

Before clicking the upgrade button, there is clear that reads: "By submitting this form, you agree that your credit card will be charged according to the subscription terms of the plan you selected above.  You also agree that your subscription will automatically renew at the end of each subscription period, and your credit card will be charged according to the above terms for your plan, unless you cancel your subscription before it renews."

The Care.com Terms of Use go on to outline the renewal policy, as well as the no refund policy.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2013 Problems with Product/Service | Complaint Details Unavailable
7/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 26, 2013, I received the following email from Care.com regarding my membership. I believe this is a act of discrimination towards a customer. For no reason they decided to terminate my account, treating me with indifference. With the excuse that such an attitude is justifiable if stated on their policy. Whatsoever concerns me, I have the right to know. I believe everyone should be treated equal. This is the email I received from care.com:

"Dear ********,
We are writing to inform you that we have terminated your Care.com membership. Under our terms of service, Care.com has the right, among other things and in its sole discretion, to terminate your membership for any reason or no reason, with or without notice. In addition, Care.com is authorized by the terms of service to notify other members with whom you have corresponded of this action. As indicated, Care.com may terminate a member for any reason or no reason. Accordingly, we have notified members that our decision to terminate your Care.com membership does not constitute and should not be interpreted or used as information bearing on your character, general reputation, personal characteristics, or mode of living.

Sincerely,
The Care.com Team

Care.com does not employ, recommend or endorse any care provider or care seeker nor is it responsible for the conduct of any care provider or care seeker. Care.com provides information and tools to help care seekers and care providers connect and make informed decisions. However, each individual is solely responsible for selecting an appropriate care provider or care seeker for themselves or their families and for complying with all applicable laws in connection with any employment relationship they establish. Care.com does not provide medical advice, diagnosis or treatment or engage in any conduct that requires a professional license. Don't miss an important email from us! Add careteam@care.com to your address book. Care.com will never ask you to disclose your full credit card information within an email. If you have any doubt about the authenticity of an email from Care.com, simply open a new browser, type in http://www.care.com, log-in to your Care.com account safely and securely and then perform the requested activity. Care.com and "There for you" are service marks or registered service marks of Care.com, Inc. © 2007-2013 Care.com, Inc. All rights reserved. 201 Jones Road Suite 500 Waltham, MA 02451 Terms of Use and Privacy Policy | Unsubscribe from marketing emails (please allow 10 business days for your opt-out to become effective)".

Desired Settlement: I would like to have my membership reactivated, or a reasonable justification as to why my account was terminated. Why was I treated with indifferance?

Business Response: We are unable to disclose details regarding this closed account. Per our Terms of Use: "Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you, from the Site, and/or to terminate your membership in Care.com, for any reason or no reason, with or without notice."

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Pursuant to the Care.com Privacy Policy and Terms of Use, Care.com is not required to release the specific details as to why an account has been closed.   However, below is a list of common reasons why an account may be terminated.

As a membership-based online community, Care.com reserves the right, in its sole discretion, to remove a member's Care.com membership for any reason or no reason, with or without notice.  If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

As stated above, Care.com may remove a member for any reason or no reason. Accordingly, any decision by Care.com to remove a member's Care.com  membership does not constitute and should not be interpreted or used as information bearing on the member's character, general reputation, personal characteristics, or mode of living.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for care.com service in December of 2012. I was helping a family member find care for my niece, as her intended babysitter could no longer do the job. I signed up because the advertisement claims there are competent, well qualified candidates that I could search for. However, this was not the case! There was no one who was qualified enough to suit our needs, as we required someone who had a certain amount of experience and CPR certified. I don't think our requirements were too high! We did find a few candidates that we contacted but they either failed to contact us back or did not come in for the scheduled interview. We had given up on care.com after only 3 weeks of searching on there. I cancelled my membership because it was USELESS to me. What a waste of my time! I started looking at credit card bills and saw that I was being charged for the service month after month after I had cancelled. I called today, 5/20/2013 and spoke with a representative named ********. I explained the situation and she informed me that while I had not used the service since December, I still had to pay the monthly fee because I had apparently signed up for yearly service. I would never sign up for a year of service! I realize this was a mistake on either my part or the an error/trickery in wording during the sign up. However, I should not pay for something I haven't used at all this year! ******** explained to me that she would downgrade my subscription and I would no longer be billed. I asked her if there was a way to refund my money that care.com took without me using their services, and in my opinion was unauthorized. She said no. I asked to speak with a manager or supervisor and she refused to connect me to one. She told me there was no one. I think that is absolute garbage! Every company with a decent reputation has managers that consumers can speak with regarding concerns! She was rude in the way she handled my concern. ABSOLUTELY ABSURD TO NOT ALLOW A CONSUMER TO SPEAK WITH A SUPERVISOR!!! I am so frustrated and irritated with care.com. I will be sure to communicate this with friends and family. Their business practices are horrendous and unethical. I will never again use this service and will tell others the truth about it!!!

Desired Settlement: I would like to be refunded the money that was charged from the beginning of the year, since I have not sent ore received a message since 12/2012.

Business Response: Please see attached document for response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns.

Nowhere in that response does care.com acknowledge my mistreatment when I called in. In addition to that, the screenshots they provided doea not reflect the sign up process I went through. THIS IS ABSURD! I have not used this service since last year. My money needs to be refunded because I refuse to pay for something I have not used in 6 months! Your candidates are awful! The aadvertisement this company displays states I would find a competent caregiver. All I found were underqualified people or people who never came in for an interview or responded to my messages. What a waste of my time then as well as now!! 

Business Response: I apologize that Ms. ******** feels that she was mistreated when she spoke with our representative.  Unfortunately it appears that Ms. ******** did not understand that the membership she chose to sign up for was a year long commitment, however when she called and spoke with our representative, it was explained to her that, as a one time courtesy, the remainder of the fees were waived, and her account was immediately downgraded.  This action was taken as a courtesy because Ms. ******** expressed that she didn't realize what she had signed up for, and as a good faith effort our representative canceled the subscription without penalty.  I apologize if Ms. ******** felt that this answer was unacceptable, however these were the terms of use that she agreed to by enrolling with Care.com.  The terms further outline, as was illustrated in the previous response, that no refunds will be authorized for unused time on the account.  I sincerely hope that this helps clarify the situation for Ms. ******** and encourage her to reach out to us in the future for any assistance with her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Yesterday while going through my credit card statement I had noticed a $45 charge from Care.com. I found it extremely odd since I hadn't used their services since Feb 2012 and only paid for a "one month subscription." Turns out I have been billed monthly since to the total of $675 ($45 x 15 months). When I spoke with them yesterday the agreed to credit my most recent charge bringing the total down to $630. When I had them review my files noting that I haven't been active since Feb 2012 they told me that they had a strict "no refund" policy. If that trial offer was obvious and worded correctly then why is there a specific drop down option under cancelling my subscription that reads "I didn't understand that my subscription would be automatically renewed."

Desired Settlement: My request is to be refunded $585. That would allow them to keep the $45 for the first and only month I had agreed to pay.

Business Response: Please see attached for response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I must reiterate that CLEARLY it is an ongoing problem as Care.com has marked it as a reason why people unsubcribe.  I assure you it was not "sign up for a monthly subscription to care.com."  It was "try one month."  Obviously, I am not the only one.

Business Response: All Care.com memberships are pre-paid and renew automatically unless cancelled, we do not have any subscription opportunities that state "try it for one month".  When a member upgrades, we note that the renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based on the chosen subscription. Ultimately, Ms. **** was responsible for managing and cancelling this account.  The website offers a very thorough Help section designed to offer immediate assistance for account maintenance, as well as 24 hour email support and call center support M-F. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had multiple issues with Care.com. The last of which, I signed up for a month membership. The cost was $35.00. I had a coupon which was sent by email. The discount was not applied so I called Care.com. The membership was canceled and then the membership was renewed by the representative. I was told that it was automatically set to expire and there would be no future billings. I received an email on that day stating my membership had been downgraded to a basic membership and no there would not be any future billings. A month later, a $35.00 was posted to my account. I disputed the credit card charges with my credit card company. I lost the dispute since Care.com did not provide any information except the billing/membership policy. I called Care.com. They acknowledge the mistake but claimed they could not refund the $35.00 since the dispute had not closed. Later, I got an email stating they would not refund the$35.00. I canceled my credit card account which had been opened since1997 just so Care.com could no longer bill mr account.

Desired Settlement: Refund the $35.00

Business Response: Mr. ******** singed up for a Premium Membership where we state "all memberships automatically renew unless cancelled." During this membership period, Mr. ******** posted 3 jobs, sent 131 messages to 108 caregivers, received 108 messages from 85 caregivers and logged into Care.com 41 times. No refund will be issued on this account. This account has since been downgraded and has accrued no further charges.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I attempted to downgrade the membership via the Internet but was unable.  Due to issues with the site, I contacted Care.com to request my membership be downgraded.  I was told the matter was handled.As far as Care.com mentioning in their response to BBB regarding the number of times I posted job offers and responded to potential caregivers, their response was misleading. 

The last time I needed to upgrade my membership was simply to obtain a phone number for an individual (2nd alternate) who I had interviewed for a position this past November.  (The individual who accepted employment in November 2012 had been diagnosed with a medical condition which left her no other choice but to terminate her employment.)  In April 2013, I got the phone number, contacted the 2nd alternate who I had interviewed in the past, contacted her regarding employment as caregiver, and she accepted the position.  I immediately attempted to downgrade my membership via the Internet but was unable due to technical difficulties.  Hence, the reason I contacted Care.com Customer Service.From that point on, I would get emails from Care.com in which they were forwarding messages from individuals who were seeking employment.  I would simply click the "No Thank You" tab in the email which would send a message to a Care.com member indicating I was not interested in hiring.  If I had not responded, then I would continue to get messages.  Since I was not sending a personal response, I thought this was a service Care.com provided for free.  Within a week, I spoke to a representative from Care.com, and indicated that they have on record that I called to cancel the membership.  However, since I had disputed the charge for renewal of my membership for the month of May with my credit card company, she would not be able to offer a refund my account had a "pending dispute."  I asked to speak to a supervisor.  She stated a message would be forwarded to a supervisor and within the end of the business day, I would be contacted.  That did not happen.  Rather, the following day, I got an email stating the charge would not refunded.

Please request Care.com to provided all emails and the summaries of the phone call conservations.

Business Response: I apologize if Mr. ******** felt that Care.com was not being clear throughout his communications, and he is correct that there is a complicated timeline on his account.  I hope to make sense of this for him today.

Mr. ******** called Care.com on 4/3/2013, and as a courtesy to him, our representative refunded and downgraded his account.  The very next day, on 4/4/2013, Mr. ******** upgraded his account again, this time using a promotional code that gave him a discounted rate.  Please note that Care.com did not upgrade his account for him, and would have had no knowledge that he wanted his account downgraded at the end of the month.

Mr. ******** did not contact Care.com again until 6/3/2013.  At this time he was informed that a refund was unable to be processed because of extended usage on his account.  The usage on his account (ie: sending messages to care providers) are the benefits of the paid membership.  The charge was also referenced by a chargeback at that time with the member's credit card company and has since been resolved.

I apologize that Mr. ******** felt mislead by this process, but our records indicate clearly that by upgrading his own account on 4/4/2013, he would then be responsible for canceling the membership at his own convenience.  I sincerely encourage Mr. ******** to reach out to us at any time in the future for clarification or assistance with his account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January 2013 I paid $35 to care.com so that I could trial their online job board and research their process for possibly finding a nanny for a one time business trip in early February. I posted the job listing and had a number of girls respond. I didn't end up hiring anyone from the site as I didn't like the process and found a more suitable arrangement for my childcare needs for the trip. I didn't give care.com another thought after January and have been happily going out my business. My expectation was that I had paid for a one month charge to post the job and that would be it. It is now June and I have just noticed a charge for $35 on my credit card that caught m y attention. After some research, I have discovered that they have been charging my card for the past six months for a service that I have not even accessed or used during this time. I have no need for this service. You can imagine my shock to learn that I have paid out $175 for a service that I haven't even used, let alone even knew I was paying for. After several attempts to make it through a very impractical customer service voice prompt (designed to make it difficult for you to get through to make a complaint), I spoke to a girl named ******* who listened to my complaint like she has probably done hundreds of times and was told that basically because of some tricky marketing tactic, I have no recourse for refund and that it was all my fault and I should have paid more attention. I FEEL SCAMMED. You may ask why I didn't notice it sooner. The amount of $35 that has apparently been going to my card is not the only $35 monthly charge I have. Our family copay for regular doctor visits is $35 and ASP is also $35. This amount has simply slipped through the cracks undetected for six months. MY COMPLAINT is that this billing practice is deceptive and designed to solicit funds from busy people who think they are signing up for a one month charge and end up out of pocket for hundreds before they realize it. Since this has happened to me, I have found hundreds of people on line that this has happened to. If this company were interested in providing an honest legitimate service that did not prey upon people with this deceptive 'MONTHLY' account setup strategy, they would be sending out an email alert five days before they are going to charge your card so that you are aware of what is going on. I have a number of recurring accounts that provide this service, because they want my business and care about my experience; they also know that accessing peoples personal funds is a privilege not a RIGHT. CARE.COM and its owner ****** ******* have created a perfect legal scam to extract money from people using clever prompting and a customer service team that is designed to stonewall consumers who have been tricked by their sneaky setup process. ****** ******* is a celebrated entrepreneur, but my experience is that she is actually participating in a deceptive marketing strategy to get people to pay for things they don't actually want. If she wanted to have a legitimate service she would be notifying people before their card is charged so they can avoid unwanted charges. IN REALITY, if she notified people ahead of time, she wouldn't be a millionaire would she? This business is running the risk of class action law suite if they continue this practice because there are enough ticked off consumers out there to certainly begin the process.

Desired Settlement: I would like my money back. So far they have refunded June which is $35. I would like the other $150 returned to my card. I am happy to pay for the first charge which is all I intended to give this company from the outset. PLEASE REFUND THE REMAINING $150 -

Business Response: Please see attachment for response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Based on the Better Business listing, this company has hundreds of people who have had the same experience as I have. Despite the number of disputes raised through BBB, they have not altered there billing process to een avoid such issues for their users. The very screenshot provided shows the very deception I am referencing. Small text for the catch 22 and large text for the entrapment. They do not send out automatic emails each month advising you of the charge about to be applied, which is a service provided by the majority of recurring account systems. I ran an ad expecting that it was for one month. It was not. I WANT THE MONEY THAT I WAS DECEIVE OF RETURNED. I do not like the service, I have no intention of using the service and I have never engaged employment with anyone from this site. IF CARE.COM cared about people they would be more proactive in advising people of what is going to be charged to your card. They are sneaky and just charge away until you realize you have bought something you don't want or need. WHAT A SCAM! ****** ******* is getting a very bad name and I will be happy to share my horrible, costly and futile experience as much and as often as I can, until I have my money returned. CARE.COM is a legal scam designed to prompt you through a signup system that is designed only for the benefit of ****** *******'s bank account.

Business Response: I'm very sorry that Ms. ****** feels that she was decieved, even after viewing the screenshot of the enrollment form.  Our intention was to illustrate how readily available this information is when you enroll.  In addition to this, Care.com has many resources and options to help members manage their account.  As a subscription service it is ultimately the member's responsibility to cancel their account, and throughout the upgrade process, as shown in the previous response, there is clear notification that "all subscriptions are automatically renewed until cancelled".

Further, as a courtesy to Ms. ******, a representative immediately obliged her cancellation request on 6/02/2013 and granted a refund for the current billing cycle that  she was cancelling.  This was a direct exception to the Care.com terms of use that Ms. ****** agreed to upon enrollment.  The previous response further detailed the payment and renewal policies agreed to by all members of Care.com.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for one month at Care.com in order to obtain help with moving into a new location. I was billed on the website for $40. This would have been for the month of February 2013. I then realized I had a coupon for $10 off. I contacted Care.com and told them and I had a $10 off coupon AND I only needed the service for one month. They billed me the $30 and I thought this service/transaction was completed. I even recommended their services to serveral of my family and friends. I then had some family set backs and I unfortunately was not keeping track of my bank account. Therefore, I did not realize Care.com has been charging me for an additional 4 months @ $40 per month. They can clearly tell that I have NOT been using their service. In fact, I can provide the names of the people I used to help me move in originally and they can tell you, I only used them for approximately a one week period. After checking reviews and complaints on the internet regarding Care.com, there are many complaints of exactly this same senario. Why would a company take money from people knowing these people are not using their service. In my case, I clearly stated to them I would only be using their service for one month as I needed help unpacking and is obvious when they changed my charges from $40 to $30 when at the same time I communicated this, I gave them te coupon.

Desired Settlement: I would like to be refunded my money for the months of March thru June, 2013. As I stated, I only used their service for one month, (actually one week). I contacted them telling them I only needed it for one month at the same time I asked for the $10 off coupon.

Business Response: Please see the attached document for the response from Care.com.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did phone care. com and tell them I only wanted it for one month. As I stated before, look on line on any of the review sites and you will find the same complaint from others unfortunate enough to get caught up in CARE.COM scam.  The same exact scenario......TIME AFTER TIME AFTER TIME.  

Business Response: I apologize if Ms. ****** believes she called Care.com, but unfortunately our records show otherwise.  All phone calls to Care.com are recorded and automatically time-stamped and documented.  Additionally, our representatives create a "case" in our system to document the conversation and any actions taken on a member's account.  Additionally Care.com can see a time-stamp for any time someone accessed the account, whether it was Ms. ****** or a Care.com employee.  I'm very sorry but in this case there is no record of Ms. ****** reaching out to us except for her initial email, which I included in the previous response, and on 6/21/2013 when she recently called in to cancel.  Further, there is no activity logged in her account regarding any form of cancellation request.

I apologize to Ms. ****** for the confusion that may have been caused, but it remains that there is no documented evidence that she attempted to call Care.com to cancel her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Billing/Collection Issues | Complaint Details Unavailable
7/6/2013 Billing/Collection Issues | Complaint Details Unavailable
6/28/2013 Billing/Collection Issues | Complaint Details Unavailable
6/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a “paying” member of Care.com without receiving notifications for the billing cycles. I signed up for a premier account August 2012. There have been 4 billing cycles. Obviously the 1st billing was appropriate. I have had 3 more cycle charges of $75.00. Care.Com has refunded my last billing cycle. The remainder of the charges is $150.00. My recent conversation with Diane from Care.com revealed I did not “opt out” of the membership renewal or ‘opt in” for email notification and billing charges. Consumers uncheck advertising emails, but the site may be set up to stop sending emails for billing notifications. Thus I did not “opt in” to email notifications. My concern is the electronic navigation through the settings defaults to a continuous subscription and billing charges. I have read the complaints and the rebuttals, but there is always a scripted response to the complaint. The Advertising for this company is massive and very effective. The opportunity cost for my investigation and time is not worth the effort. However, I have read many complaints and I am very convicted to bring this to the local stations that advertise this service/network. Other members may not have the resources or the knowledge to bring awareness to this Smokey sign up process. Consumers need to be aware that the site defaults to a renewable subscription. You must “opt out”. Opting out is misleading. Most businesses require an “Opt in” vs. “Opt out”, unless there is a full disclosure to how the billing will be automated. I have requested an electronic stamp of full disclosure when I signed up for the membership. I was told by customer service that I did not “opt out” and my subscription would be automatically renewed. In California, for example, a new law went into effect in December 2010 that specifically addresses the opt-out issue, making it illegal to charge a credit card without the consume agreeing to the automatic In California, for example, a new law went into effect in December 2010 that specifically addresses the opt-out issue, making it illegal to charge a credit card without the consumer agreeing to the automatic renewal offer terms or conditions

Desired Settlement: The sign up process needs to be clear to avoid unwanted charges for services not used.

Business Response: Duplicate Complaint - See BBB Complaint # ****** - Please delete.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i paid them and did nothing wrong. they cancelled my membership once because my husband used his name in a reply. they suggested i write both our names in main ad to avoid confusion which i did. i had to redo my whole ad and lost all replies. no one helped me that time at all. then i had placed an ad that wasnt approved. this happens constantly for reasons like using capital letters, its just nuts. so someone named ***** says she'll get back to me. Then she cancels my membership, no reason stated. this is their customer service. so I lose about 30 replies and took me an hour to go through all of them together. so now im very upset. i have to call and wait on hold. someone tells me she cant redo my account that this was an error (again, no reason stated other than "we have poor notes" and "miscommunication") but she'll send me names of respondents (I may have to go through hundreds of people to find them) and my ad text and a coupon so i can get the exact price i paid. So I redo my ad but cant redo membership because now theres only 6 month membership at TWICE THE PRICE I PAID. So now this looks like fraud, cancel my membership,refund me, double the price. Someone named ****** says I can rejoin at the 6 month price, oblivious to the promise care.com made me in email and on the phone to honor my old price. The clock is ticking and I cant even reply to new respondents let alone look up old ones. Its outrageous and it seems very very fraudulent.

Desired Settlement: Honor what you said. let me redo my membership at same price for one year and stop cancelling my membership for no reason because its unreasonable breach of contract when it involves peoples time. theres an implicit expectation that membership will not be cancelled frivolously or fraudulently.

Business Response: In a message dated 6/9/2013, this issue was resolved. We received a reply from this member that stated "thank you so much for your assistance" the same day. This issue requires no further action. The account was closed initially in error because of the safety infraction (two completely different names on the account & in use via our messagine system). Care.com considers the the safety and security of our online community of paramount importance. Email from Care.com: "Thank you for your email, and for your membership with Care.com.  Words cannot express how sorry I am for all of the frustration you have been  experiencing. Please know I am here to help in any way that I can.  In review, I do see you have successfully recreated your account, and  posted job. I have gone ahead and changed your pricing options to reflect the plan offerings you originally had. Please note, at the time  you originally upgraded your account you did use a promo code  "NYCAREGIVERS" which gave you a discount off the normal rate. That code  is unfortunately no longer valid, however, I have upgraded your account to a free month of service to start. Once your free month has expired, if you would like you can choose to upgrade again for the full  year, you can upgrade using this 20% Off Promotional Code: CARETEAMEMAIL1 If for some reason, at the end of the free month that promo code is no  longer available, please let me know and I will be glad to provide you with a new one. Lastly, below you will find a list of the care  providers whom you contacted, once logged into your account, please click their name to be directed to their profile page: ******* *., ***** *., **** *. , ****** *., ******** *.  Applicants not responded to but interested in your post: ***** *., ****** *. , ****** *. , ****** *., ****** *., ******* *., ******** *., **** *., ***** *., ***** *., ****** *., ******* *., ********* *. I cannot apologize enough again for the errors on our part, but please know they have been addressed. I hope that some of this helps,  and if there is anything else that I can do for you, please feel free to email me directly, or if you prefer you can also call our toll-free  number is (877) 227-3115. A representative of our Member Care Call Center Team can be reached between the hours of 10am-6pm EST Monday through Friday, and they are glad to address your concerns that way as well.

Best Wishes,
******
Care.com Member
Care
******@care.com"

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/22/2013 Billing/Collection Issues | Complaint Details Unavailable
6/22/2013 Billing/Collection Issues | Complaint Details Unavailable
6/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a ONE MONTH subscription March 13, 2013. Upon seeing my credit card had been mistakenly charged again April 15, 2013 I sent an email to marketplace@care.com informing them of the need to refund my card. I got no reply. Today I called and they agreed to refund my June 14, 2013 charge (we'll see) but they did not agree to refund my May or April charges despite that I did only used the service during the month I paid for. IF they do in fact refund my June charge I am only requesting the May and April fees totaling $70.

Desired Settlement: I want my Visa card refunded for April, May and June 2013. I also want a complaint on file with the BBB for Care.com's repeated billing of my card and decline to refund me when I only wanted and used a ONE MONTH subscription.

Business Response: This member issue has been resolved. The email dated 6/14/2013 from Care.com summarizes the resolution:"Subject: Reply from Care.com 2013-06-14-******* [ ref:_*********._**********:ref Body: Dear Member, As per your request I have reviewed your case and your e-mail communication. As a one time courtesy, we will refund up to the last 3 charges on your account. Please note that the e-mail you had forwarded is the first time we are seeing that request. In addition, it is addressed to the wrong department at Care.com. If you do sign up for Care.com in the future, please note that subscription cancellations are required to be done online, over the phone, or e-mailed to careteam@care.com and we will not be providing this courtesy in the future. The following credits totaling $105.00 will be reflected in your statement within 3-5 business days: ****************** /06/14/2013 04:47:29  / ****************** / 06/14/2013 04:47:24 / ****************** / 06/14/2013 01:42:58 . If you have any further questions please refer to the Care.com Terms of Use for more information.

Best Regards,
Care.com Member Care Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In May 2013, I utilized the services of care.com in seeking a sitter for our two small children. I am now currently aware of their deceptive fine print, but find it very negligent to have the advertisement techniques they do. After hiring a sitter and paying over $200 in tickets for a local venue. She did not show up, and proceeded to text me that she was in a horrific accident with her small daughter. Shortly after, I received a phone call from her mother explaining it was a lie and her daughter was mentally ill. I find negligent that care.com does not take responsibility for the services they provide as they exploit in all of their advertisement and company statement.

Desired Settlement: I am seeking that in all advertisements "clearly" state that their business is not responsible for the sitter or seeker credibility that they charge $40 a month for.

Business Response: The safety of our community is of paramount concern to us and we are sorry to hear of this negative experience. Unfortunately, since Care.com is  platform, not an agency, we are unable predict the mental stability of the care providers who advertise their services on our site. In a check performed on the care provider in question on 05/27/2013, there were no criminal cases associated with this care provider. We are committed to providing the best tools and resources to our members and to that end, we have led the establishment of an online family care safety coalition comprised of industry, safety, law enforcement, and family care advocacy representatives.  We are dedicated to employing the most innovative tools and technologies that will enhance the ability of families to make even more informed decisions when choosing care providers. We hope Ms. ******* does find the care she is looking for.




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a busy mother of two who signed up for a 3 month Care.com membership on 8/11/12 in order to find a nanny for my infant in order to return to work. I signed up for the 3 month membership online at an introductory rate of $49, and there was no information prominently stated online that my credit card would be charged repeatedly throughout the year. Later this year, I discovered that I was subsequently charged $70 three times by this company(total $259 charged this year). Apparently the company auto-enrolls its members in a "subscription" that the customer must opt out of. As stated before, this information is not apparent to consumers when signing up for a "3 month membership"-- this name is extremely misleading. I also received no bills or notices by email of the charges, though the company has all of my contact information. After reading the long list of similar billing complaints by other consumers, I realize that it is part of this company's business model to not inform their customers of the charges they are signing up for, and not provide bills in order to accrue charges without the consumer realizing. When I called customer service to explain my concerns, and pointed out that I never received bills and that I thought I was signing up for a "3 month membership", the company representative, ***, repeatedly stated that they had a "strict no return policy" and refused to allow me to speak with a manager. Eventually he refunded 1 of the 3 additional $70 charges from this past year, but there was no opportunity to discuss my complaint further with a manager, and no reasonable explanation about why or how the "3 month membership" I signed up for was a recurring charge all year. When I asked why I did not receive bills, *** reviewed my account and told me that I had not "opted in" to receive bills. So customers must "opt in" in order to actually receive bills for the charges they are receiving on their credit card without their knowing. He did not offer any opportunity for me to resolve the matter, and did not allow me to speak with anyone else in customer service.

Desired Settlement: I would like to be credited an additional $140 6 months of a subscription that I did not request from this company. I signed up for a 3 month membership, and I believe that is what I should pay for. I never received bills for the other $210 in charges.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline. We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical.

For example, new parents may initially sign up to find a nanny. They may take the time to gather candidates, narrow their search, interview top prospects and perform multiple background checks. In addition, this family may have the ongoing need for things like: back-up-care, housecleaning services, pet care providers, or even assistance with an elderly parent.  Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership. It is not our intent to deceive or confuse our members.

Members opt in to a subscription when they enroll, where Care.com  clearly states that “all subscriptions are automatically renewed until  cancelled”. We find that most members enjoy the convenience and we  provide several avenues for members to easily create reminders or opt  out of membership. We are constantly making additional improvements that will positively impact our members. We welcome our members feedback regarding the billing model and the general use of our site, however no further refunds will be issued to this account.

In addition to the refund issued by Care.com as a courtesy, Ms. ****** received credit for an additional charge, as her bank reversed the charges. We hope that Ms. ****** was able to find the care she was looking for.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am disappointed that Care.com customer service has not addressed my concerns about their automatic  subscription renewals without notifying customers of the charges by not providing bills.  As stated in my original complaint, Care.com does not provide bills or notifications to their customers or inform customers of their options for canceling the renewals before charges are placed on the customer’s credit card for the renewals. Care.com's automatic renewals is deceptive in that it does not clearly and conspicuously notify the customer of the automatic renewal and fails to provide notice in order for the consumer to cancel these such automatic renewals of subscriptions if the consumer so chooses.  This business practice is not transparent and does not provide adequate protection for the consumer.  There is a precedent in class action litigation that has identified this practice as deceptive and unfair to consumers (see http://www.******.com/Investor-Consumer-Bulletin/*******-Magazine-Subscription-Renewal-Litigation.shtml).  In addition to notifying my credit card company, I have filed a Consumer Complaint with the Massachusetts Office of the Attorney General.  I have also shared my experience publicly with Care.com Customer Service with other parents on a large listserve in a major metropolitan area, and I received multiple emails from concerned parents who expressed gratitude that I alerted them to the "auto-renewal" policy and the no billing notification policy of Care.com.  These parents indicated that they were cancelling their Care.com subscriptions, because they too did not realize they were being billed.  Parents on the site indicated that they would take their business elsewhere, and choose competitor sites with more transparent business practices. Care.com has thus lost business as a result of this billing practice; Care.com relies on recommendations from other parents in order to obtain new customers. It is my hope that Care.com will  introduce transparency into their billing system.   

Business Response: Please see attached response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have reviewed the response, and unfortunately the Care.com Customer Service department has not explained why notification of charges through emails or paper bills are not routinely issued to consumers subscribed to their service.  I have subscribed to several "auto-pay" services with my authorization, for example through my cell phone carrier, but the cell phone carrier always notifies me of upcoming or pending charges when I am auto-billed.  This procedure allows the consumer the opportunity to review charges, even if it is on "auto-pay" or auto-renewal.  It is Care.com's practice of auto-billing without providing notification that I and others believe is deceptive and leads to unwanted credit card charges.  I was advised by Care.com Customer Service that consumers must "opt in" in order to receive notification of upcoming charges.  In other words, the default setting for all Care.com subscriptions is for no notification to be provided to the consumer unless the consumer explicitly requests bills by "opting in."  I have never encountered this practice before with an automatic billing situation.  This practice of auto-billing without routine notification of consumers of upcoming charges is misleading and results in erroneous and unwanted charges. My strong recommendation is that Care.com begin the practice of routinely notifying customers of upcoming credit card charges by email or paper bills, which is the industry standard.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I joined Care.com 11/28/2012 to find child care. December 16, 2012, I downgraded my premium membership to the basic membership, which is free. Since January 2013, Care.com has been deducting monthly membership fees of $35.00 from my bank account after I had cancelled my premium membership. This is a serious error. I contacted Care.com via email to notify them of this issue on May 3, 2013 and received an email on May 4, 2013 that indicated I would be refunded for the month of May 2013 only. They were still going to keep $140.00 ($35.00 x 4 months). In the email, there was no mention of the error in their system, an apology or any other indication to rectify the issue. I contacted Care.com by phone on May 6, 2013 to try to resolve this issue. Meghan at the call center informed me that they can not do anything about this- it's not something their customer service can handle. Instead, I must contact and file a dispute through my bank. She clearly indicated that Care.com does not take any responsibility for an error with their service or their website. Secondly, there is no way for me to remove my credit card information from their service. For a business that focused on aiding in care selection, they do not seem prepared to handle customer care issues.

Desired Settlement: I want to have a full refund of the erroneous deduction returned to my bank. I would also like to see improved customer care on the end of Care.com so that others do not have to experience what I have experienced.

Business Response: Ms **********  began a Free Basic Membership on 11/28/2012, & upgraded to a subscription membership on 12/02/2012 where she agreed to our Terms of Use which state: All memberships automatically renew until cancelled”.  We have no record of her downgrading her subscription via our self serve online account management which tracks all account changes made in the system.

We were contacted for the first time regarding this account on 5/4/2013, and refunded Ms. ********** a month of service as a courtesy. Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline.  Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership.

We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”.

We hope Ms ********** was able to find the care she was looking for. No further refunds will be issued on this account

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I went through the steps to downgrade my membership from the Premium to the Basic membership online. After submitting my request, I expected for my account to be changed and my credit card charges to stop. At present, there is no way to remove my credit card information from this business. Care.com does not have a reliable internet service, nor customer care, to address issues. Further, they do not seem responsible to acknowledge an error with their online accounts, though others note the same error.  There is no notification of continued withdrawals, like you receive with other services. How disappointing from a business thats "sells" care.

Business Response: When Ms. ********** opted into our membership she agreed to our Terms of Use which state: "All memberships automatically renew until cancelled”.  We have no record of her downgrading her subscription via our self serve online account management which tracks all account changes made in the system. We have a 24 hour Member Care Email service and we have a fully-staffed call center that can be reached between 10am and 6pm EST Monday through Friday at 877.227.3115.
We were contacted for the first time regarding this account on 5/4/2013, and refunded Ms. ********** a month of service as a courtesy. Care.com forwards all credit card numbers it receives from members to our credit card processor for validation and payment processing.  Once our processor validates the credit card information, we delete the credit card number from our database (with the exception of the last 4 digits). This deletion typically occurs within days of our receipt of the credit card number.  Accordingly, Ms. **********'s credit card number was automatically removed from our database within a few days of registration.

No further refunds will be issued to this account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I understood the terms of the Care.com membership. What I expected was for my membership to be cancelled when I logged into my account and downgraded my subscription to the Basic membership in December 2012. Care.com has made it clear that system errors are solely the responsibility of their members. As for my credit card information, I was told by their customer care center that I had to cancel my credit card to guarantee no further charges from Care.com would be deducted. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WOW... 193 complaints - I hope that says something to Care.com management! In Nov 2011 I was forced to terminate my children's babysitter, I was frantically trying to find a replacement sitter when I came across Care.com via google search results. I did some browsing for local care givers/nanny's/sitters and found several candidates. I paid to put in ad on their service .... shortly after I hired someone (not from Care.com) and removed my profile and ad. For 15 months Care.com has been charging my credit card for a service I terminated in Dec 2011. My accountant believed that Care.com was a health provider not a website. I looked into the charges and found out what it was. After contacting the company they refunded me 3 months.... I called back and asked for a "terms of agreement" from 2011 (NOT their current one that has been updated) they refused and refunded a few more months (total 9) ... I asked to refunded the entire miss billed amount ...they refused.

Desired Settlement: From 11/11 to 3/13 Care.com charged me $35.00 monthly total $525.. they refunded $315. I'd like them to refunded the rest of the balance (minus the 2 month I actually used their service) Remaining $140.

Business Response: Care.com currently has more than 8 million members spanning 16 countries, therefore 193 complaints in the last 3 years is less than 0.0000002% of our online community. On 3/25/2013 this member informed us that she would be handling this dispute through American Express. We are unable to provide further refunds or disclose any additional information, since the decision and outcome will be made by the credit card issuer based on the facts provided.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I told Care.com that I would pursue the case with BOTH the BBB and American Express. American Express looked into the billing for March 2013 and since Care.com reversed that charge that could not go back any further.  This was up to Care.com to handle. They still have not provided a "terms of agreement" dated in 2011 the time of my original ad (not their current 2013 agreement- which has been updated because of these questionable billing practices). Let's me clear American Express is not handling this - it is up to Care.com to correct this problem.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline. 

We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll so as to not interrupt their service, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. ** Please see attached screenshot. We find that most members enjoy the convenience and we provide several avenues for members to easily create reminders or opt out of membership.

Our Member Care Team sent the following email to Ms. Thau on 3/25/2013. "After further review of your account I have extended the refunds back to the last 9 months of charges as a courtesy to you. However, please understand that we are a subscription service and just as it states on the enrollment page, all of our subscriptions automatically renew until cancelled. I have attached a copy of this page for you to review. Ultimately it is the member's responsibility to either downgrade your account or contact us when you are through using the service.  Please note that each of these refunds is a direct exception to the policies outlined in the Care.com Terms of Use. The credit will be reflected in your account within three to five business days. If you have any further questions please refer to our Terms of Use for more information. Thank you for using Care.com and I wish you much success in your future care searches. Best Regards, Care.com Member Care Supervisor".

No further refunds will be issued on this account and no future correspondence regarding this issue will be responded to. As mentioned, if the member would like to pursue the validity of the charges with American Express, our decision is final and irreversible.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Please send the "terms of Agreement" dated in 2011. This response will be what is use if further action against Care.com is needed. Or state CLEARLYthat your compnay has REFUSED to send it.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/3/2013 Billing/Collection Issues | Complaint Details Unavailable
6/3/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i am a paying customer. I have done nothing in violation of TOS. They cant just remove a paying customers access to replies after all the work and energy. this disturbed company once removed my profile because i used my NAME. my husband has a different name, we are married. this is just nuts. they told me to put "*** and ******" in my main profile to avoid this happening again. they dont call or email you,. i lost all my history and had to redo everything. ill freak out if this happens again because i spend hours going through replies and deleting and the system is so buggy it takes so much time. i had about 20 replies i left in to respond to. i had placed a second ad, it wasnt approved. i had an ad not approved because it had "too much capitalization" can you believe this? No explanation, i had to call and be put on hold a half hour to get this info. so i emailed to ask why my second ad wasnt approved, a rep named ***** said he or she would look into it and then bang my membership is cancelled, no explanation whatsoever, nothing. I cant access the replies that I PAID FOR AND TOOK MY TIME TO GET. This is absurd. I want my account reinstated, my old ad and replies, I really would like a discount for my trouble and an apology would be nice.

Desired Settlement: restore account, ad that was up and all history with replies. i did not violate their terms of service in any way.

Business Response: On 5/20/13 Cre.com sent this member the following email:

"Dear XXXXXX,
I am very sorry for any confusion that has taken place surrounding the accounts that you have had in the past. I have had a chance to review the activity and communication that has taken place  between yourself and Care.com and I can see that there was a little bit of miscommunication.

At this time, you can create a new account with us. Unfortunately, no information can be transferred from any previous accounts. Our system is not capable of doing so. I understand a representative has already transferred over the names of applicants to your previous job. That is  the most we can provide to you. I would be more than happy to offer you a Free Month Membership in the future. The Free Month has been noted on your account, if you wish to activate it simply send an email to careteam@care.com or call us directly and a representative from our Member Care Team will take care of it.

Thank you for using Care.com and I wish you much success in your future care searches.

Best Regards,
******
Care.com Member
Care Supervisor"

At this time, an account has not yet been re-created. We have restored access to our site and transferred all applicable information that our system allows. We are sorry for the inconvenience and invite this member to call us at 877.227.3115 or email careteam@care.com with questions if she is having difficulty re-joining Care.com's online community.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i applied to care.com to find a sitter. i signed up for the 35.00 one month trial. the last time that i accessed the website was jan 19th, 2013. i was charged the initial 35.00 that i agreed to pay. the company renewed my "subscription" every month since the initial month. i have been being billed 35.00 a month since that time (feb/march/april/may). when i called today, i asked what my other options were at the time i ordered the service and a lady named ******* told me I could have chosen the quarterly option for 70.00 or the yearly option for 140.00. obviously i would have chosen the 70.00 option had i known that they would be making me pay each month. this should be illegal!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: this company should not be allowed to automatically renew a subscription!! this should be illegal. i would like a refund for the 4 months of paid service which i did not use.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline. We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. We find that most members enjoy the convenience and we provide several avenues for members to easily create reminders or opt out of membership.  We are constantly making additional improvements that will positively impact our members.

For example, new parents may initially sign up to find a nanny. They may take the time to gather candidates, narrow their search, interview top prospects and perform multiple background checks. In addition, this family may have the ongoing need for things like: back-up-care, housecleaning services, pet care providers, or even assistance with an elderly parent.  Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership.

It is certainly not our intent to deceive or confuse our members. We welcome our members feedback regarding the billing model and the general use of our site, however no additional refunds will be made to this account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2013 I signed up for a 1-month subscription to Care.com to find a caregiver for my mother. They offered a 3-month subscription, which I did not sign up for because I was not sure if my mother was going into an Assisted LIving Facility (which she did on February 14, 2013) or if she was going to have stay-at-home care, and I did not want to commit to a longer term subscription when I was not sure of my mother's future status. The sign-up fee, access to caregiver profiles and background checks was $59.00 and $35.00 for a 1-month subscription. CCI charged my bank account on January 30, 2013 for these sign-up and 1-month subscription fees. Today, I looked at my bank statement and there was a charge for $35.00 from CCI Care dated 04/29/2013. I then looked back over my bank statement, and there had been a charge on February 29, for $35.00 and a charge on April 1, for $35.00. So, I have had a total of 3 unauthorized charges (two in April, one in February)) for $35.00 each and a total of $105.00 unauthorized charges. I called Care.com and explained to them that I only signed up for the 1-month subscription. They stated that I had to cancel my 1-month subscription in order for the monthly charges to discontinue. They said they would take off 2-months' worth of charges, $70.00, and cancel my subscription. I told them that I wanted all three extra charges taken off, and they did not agree to this. This is an unfair business practice (offering subscriptions that the user must cancel and putting cancellation policies in fine print) that many online sellers use, and I think it is unethical.

Desired Settlement: I would like them to also refund me the third unauthorized charge of $35.00, for a total of $105.00

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline.  

We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. We find that most members enjoy the convenience and we provide several avenues for members to easily create reminders or opt out of membership.  We are constantly making additional improvements that will positively impact our members.

We made an exception to the Terms of Use Ms. ******** agreed to upon enrollment, and credited $70.00 to Ms. ********'s account as a courtesy. No further refunds will be issued.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been working as a nanny/family assistant in Silicon Valley, northern CA for 14 years. Generally, I find my clients on craigslist and some other nanny sites. But since three or four years ago, care.com (an online nanny agency) started advertising on TV and all over the internet under different names and every time someone clicks on a nanny site, he gets directed to care.com. So most of the parents that were using craigslist to find their nannies, now go to care.com, because care.com has monopolized the business with false and deceptive advertisements and uses unfair business practices to run their business. Despite all the complaints from nannies and families that have done business with this company they still have an A rating with BBB!!!Anyway, I created a profile on care.com but did not use their online background check option for a couple of reasons. I had just done a comprehensive background check and fingerprinting for my church job, and also because I did not want to put my social security number in an online site that does not have a name or a phone number, in case my number ends up in wrong hands and creates a huge problem for me. It is always advised by ***** and other internet companies to never put your social security number in any online site, because hackers can get to it, but online nanny agencies, use them to make their site more appealing to parents. Even though its optional to use this service, if you dont use it, they will block your profile!!! Is this a violation of terms of contract on my part or care.coms part?So after I created my profile and received a few messages and I worked for a couple of families from this site, one day, somebody (I dont even know who she was or even if she was a parent or not; she could have been a hacker who signed up on care.com to easily obtain lots of social security numbers from nannies, in the name of care.com online background check), emailed me asking if she could do a background check on me, without first calling to see if I was interested in her job or not and without having interviewed me first. I said no, I do not like online background checks because it requires putting my social security number in an unknown site, but I said, I have just done a comprehensive background check for my church job and I can provide that for you if you want. If that is still not satisfactory to you, if you pay me $120, I am willing to go to a background check location and fill out all the papers and do another one just for you. But no, the woman still was not satisfied with that and was keep insisting to do care.com online background check. When I refused to do so, she went and complained to the site owner and they blocked my profileIf this site had not monopolized the business with their false advertisements, I wouldnt even care about it too much, because there are other ways to find nanny jobs, but because they advertise their business falsely under different names, every time you click on a nanny job site, it brings you to care.com. This has affected my business to the point that I cannot find new clients anymore, like I used to. I am a widow, supporting my family with my nanny jobs with no other source of income, and after 14 years my business has to end because of something stupid like this?When you treat people unfairly and run your business unethically, the word gets around and people will stop going to your site. Honesty is always the best policy. Fortunately, I did not pay any money in your site, because that would have been another fiasco to deal with. I have read all the complaints that people have filed with BBB regarding your company.When I tried contacting the site owner, the operator would not let me talk to the site owner and they told me once we close a profile for whatever reason, we won't open it again. Even though, they understood that I was not at fault or I had not violated the terms of their contract and they sympathized with me, thats all they had to say: In our terms of contract we said that we can terminate any profile for a reason or for no reason at all, and thats what we did. Bad business practices must be punished, not rewarded by BBB A rating!Thank you for your time. I can be reached at ************.**** ******

Desired Settlement: I want care.com to treat both nannies and families with respect and listen to people's complaints, before closing their profile for no valid reason, then telling peopke that we can terminate your profile for any reason without any explanation to you.Since they have monopolized the market with false business advertisements, it's stopping me from finding jobs after 14 yrs. They should either open my profile again or compensate me for causing my business to do under.

Business Response: Ms. ****** closed her own Care.com account on 8/5/2010 and made it clear to our staff and fellow Care.com members that the site did not meet her needs and that she was concerned about the privacy of her information. All of the information entered on our site is kept completely private and secure.  Care.com is encrypted by VeriSign using industry standard SSL (secure  socket layer) encryption. (Look for the "lock" icon on your internet  browser's bottom right corner.) Also, Care.com is licensed by the TRUSTe Privacy Program. TRUSTe is an independent, non-profit organization  whose mission is to build users' trust and confidence in the Internet by promoting the use of fair information practices. I have included correspondence between Ms. ****** and a Care.com member in the days preceding to Ms. ****** closing her own account, a member who was simply looking to use the services Care.com provides as they were intended. We hope Ms. ****** is successful with other avenues of finding care opportunities within her community. To :Care.com Member From: Ms. ****** Date:Sun Aug 01, 2010 at 07:36 AM PDT  "Dear parents, I am a professional, agency trained and certified nanny/family assistant. I've been helping bay area families with their childcare needs both during the week and in the evenings and weekends for regular date nights for almost eleven years. I am mature, educated/artistic, fun, friendly, safe, patient, energetic, responsible and reliable. I am a US citizen and I drive a ***** van. I live in *** ****, close to where you live. Children tell me "YOU ARE THE BEST NANNY WE'VE EVER HAD or WHEN I GROW UP, I WANT TO BE A NANNY OR ARTIST LIKE YOU".;-) I love children and always treat them with love and respect. I used to be a graphic designer before I started working as a nanny eleven years ago, so now I teach art to children when I take care of them. I bring my art supplies and other books and toys to both entertain and to teach them while they are in my care. I am available to interview now and I can start ASAP. I can provide excellent references from my past and current clients, upon completion of a successful interview.Thank you for reading my message and I look forward to hearing from you soon. Kind regards" To:  Care.com Member From:Ms. ****** Date:Tue Aug 03, 2010 at 08:53 AM PDT "Hello,I responded to your ad and you sent me a link to a site to do an online background check, but you did not respond to my message, hence without your first response, I was not able to rewrite to you to let you know that I do have a current background check done with **** **** police dept. for a job I started for a church nursery about three months ago. That is available and I can give you a copy. However, I do not do background checks online, because I don't want to send my personal information to an online site which I don't know where it can end up, even though care.com uses that site, I still don't know who has access to my most personal information, once it goes out there in the internet world. With all the fraud and identity theft going on these days, I just don't trust online sites. Besides the latest background check I did for the church job, I have done many background checks for nanny agencies, and that information is verifiable, as well. If you are interested in pursuing an interview with me, please call me to discuss your needs. I also have many excellent references to provide from both my past and current families. Thank you for your understanding and I look forward to speaking with you soon." Kind regards" To:Ms. ****** From:Care.com Member Date:Wed Aug 04, 2010 at 05:46 AM PDT "Hi, Thank you for your response. I understand your position. I feel best using the CARE site. I will move forward with interviewing other candidates I have in mind." To:Care.com Member From:Ms. ****** Date:Wed Aug 04, 2010 at 07:49 AM PDT Hello, My pleasure. I just want you to know that no church will hire a caregiver without doing a complete background check because it's the state law and because the caregiver is responsible for all the kids that are in her care while parents are attending church service. And no nanny agency will hire a nanny without doing a thorough background check (three criminal background checks and finger-printing), because they are responsible if anything happens and they charge a lot of money to families to provide that service, and because those are the basic requirements for them to even consider working with any nanny, and I have done all those background checks many times and they are available for the parents to see, but I just don't feel it's safe to send my social security number to an online site, which I don't know anything about and then deal with possible problems down the line. Would you give your social security number to an online site, which you don't know who the people are behind the site? My best wishes for finding what you are looking for." To:Ms.****** From:Care.com Member Date:Wed Aug 04, 2010 at 10:34 PM PDT "I'm assuming your last questions is rhetorical so you'll understand my response: I wouldn't behave this way if I was looking for a job online and I would use the site as it is to be used or not use it at all. Please do not contact me anymore so I do not have to discuss this with CARE.com who prefers we use their site for background checks." Again, we hope Ms. ****** is successful with other avenues of finding care opportunities within her community.

Consumer Response: Lies, lies, and more lies!!! I never closed my account; care.com did. If I closed it myself, why would I say that they closed it, and want to reopen it again???

After the conversation with care.com client who was insisting to do a care.com background check on me without even calling me to discuss her needs, or without having any conversation about what she wanted or to see if I was interested in the position or not, the first thing she did was to ask to do care.com background check. I told her that I had a background check done and I'll show it to her and that there is no need to do another one online and for security reasons I will not put my social security number online.  Then she went and complained to care.com that I don't want to do an online background check and they closed my account. After they closed my account, they sent an email message to me saying we closed your account and we won't open it again. On top of that, they said we sent a message to all the families that have contacted you for work and notified them that your account is closed and that they cannot contact you anymore. When I called them to see why they closed my account, they said we cannot disclose any information and it's our decision to let people use our site or not, for a valid reason or for no reason at all. After that a few times I called them again, but every time, they said the same thing. Although, the person on the phone understood that I had not done anything wrong, they still insisted that we've closed this account and will not open it in the future.Please do not accept their lies and ask for the account closure message that they sent to me and to other members of their site.Thank you

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: As a membership-based online community, our Terms of Use clearly state “Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you, from the Site, and/or to terminate your membership in Care.com, for any reason or no reason, with or without notice.” Based on our Privacy Policy and the Terms of Use that Ms. ****** agreed to upon enrollment, we are unable to release further information regarding her account closure and Ms. ****** will not have the opportunity to enroll on our site. This decision is final and irreversible. No further inquiries regarding this matter will receive response. We hope ms. ****** is successful with alternative services.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is to show how unethical this company is. Just two days agao they lied and said that "I cancelled my account" and after I called them a liyer, now they are saying that "they" terminated my account for no reason, because they knew that I would have asked them to show my request for termination of the account, and they could not support their own lie, because I never did request to terminate my account. Furthermore, I could go back and find the message that they sent to me saying we are terminating your account for no reason and that we've notified all the families that have done business with you or contacted you, that you are no longer a member and that they cannot contact you via our site. I notices that you did not even touch the other subject I complained about your company, which is doing business under multiple names, to draw people that are looking for a nanny to your site.No I am not interested in doing business with a company which is so unethical, crooked and corrupt, and lie to their members (nannies and families). I do meet a lot of families through word of mouth and recommendations, and guess what I'll tell them about care.com? Yes, you guessed it right: I'll tell them before you waste your time and money with this company, read all the complaints from nannies and families about care.com on BBB. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In December I agreed to a one time charge of $40 for a one month membership to Care.com. I never agreed to be charged monthly. In looking over my recent credit card statement I see that I was charged in Jan, Feb, March as well. I would like a refund for the three months that I never agreed to pay for. The first charge was on 12/26/12 and my last corespondance on Care.com was 1/7/13. I have logged into Care.com since January but I assumed my account had been downgraded. I am very unhappy with this service and feel like I was deliberately mislead.

Desired Settlement: A refund for the three months I never agreed to pay for.

Business Response: On 3/28, Ms. ******* received an email that read:
"Thanks for your email and your membership with Care.com. While we do not generally offer refunds as per our Terms of Use, I have refunded your last two charges of $40 (a total of $80) as a courtesy,  and your card will no longer be billed. Please note that this half of  your total charges is the maximum amount that I am approved to refund.  The refunds may take up to a week to show on bank or credit card  statements. Here is a copy of the refund transaction for your convenience:
3/28/2013******************
Refund - **************************- $40.00
3/28/2013******************
Refund - **************************- $40.00
All subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when you joined Care.com and upgraded. Many members find this feature useful as they like the  insurance of having a community of caregivers available whenever they  need care.  If you choose to upgrade again you can either request a  reminder to be emailed a few days before your subscription renews or you can contact our Care Force Team to request that we pre-set your account to downgrade at the end of the subscription length you select. Additionally, I have downgraded your account to our Free Basic Membership, which  allows you to continue to search for caregivers, post a job and receive  responses without being charged. If in the future you’d like to upgrade  again to re-start your search, this basic membership allows you to keep your past messages so you can retrieve them.  I hope all of this helps and I truly appreciate your membership with Care.com.  If you have any further questions or concerns, please visit our FAQ page.  Have a lovely spring! Best Wishes, ***** Care.com Member Care"

No further refunds will be issued on this account and we have made an exception to resolve the issue with the member. We hope Ms. ******* was able to find the care she was looking for.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com did refund me $80 of the $120 that they owe me. It seems to me that this a scheme in order for them to keep a portion of the funds that I never authorized them to take. They look really nice for offering me a partial refund when really they are making out with funds they never should have taken in the first place. I signed up for a one month membership at a cost of $40. I used the service for one month. I expect for them to refund the additional unauthorized $40 that they charged to my credit card.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline. For example, new parents may initially sign up to find a nanny. They may take the time to gather candidates, narrow their search, interview top prospects and perform multiple background checks. In addition, this family may have the ongoing need for things like: back-up-care, housecleaning services, pet care providers, or even assistance with an elderly parent.  Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership. We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. It is certainly not our intent to deceive or confuse our members . We welcome Ms. Trevino’s feedback regarding the navigation and general use of our site so that we may make improvements that will positively impact our members. This account has been offered the maximum refund as a courtesy, and no further refunds will be issued on this account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for this service, then shortly after I tried to cancel my subscription online. Their website was experiencing problems and I could not access my account, so I called them back and spoke to ****** in Customer Service to cancel my subscription. After that I forgot about it. Without my knowledge, this company continued to charge my VISA $35.00 per month. After my initial use. I never visited the site over that time or used their services. When I happened to notice the charges on my bill, I called on 4/10/2013 to dispute the charges. Care.com told me they would not refund the entire amount. Instead they refunded only 4 months at $140.00. I was glad top get some refund, but the point is I cancelled this subscription over the phone with ******. I was told the subscription would be cancelled and expected that.

Desired Settlement: I would like $105 credited to my ViSA card.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline.   We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. Uninterrupted access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership. We welcome feedback regarding the navigation and general use of our site so that we may make improvements that will positively impact our members. We made an exception to refund this account $140.00 as a courtesy. No further refunds will be issued on this subscription membership.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was attempting to add a background check to my account. I tried several times and each time I was told that my card was declined and to check my information to try again. This is a new card so I thought it was my error and continued trying. When I looked at my account it had gone through and processed 6 holds for $8.00 on my credit card. I was told it was simply being "held" even though I had immediate confirmation that my card didn't go through. The money was obviously there but wasnt being taken for some reason, I have never had this happen before with any transaction online.

Desired Settlement: I would like then entire amount refunded in full. I would also like to be notified in the future if the card declining will still result in money being "held" in my account.

Business Response: We are sorry to hear that Ms. ***** experienced difficulties with her method of payment. I have listed the most common billing errors, most of which are addressed simply by double-checking all of input billing information:

1.  Your card must be a Credit or Debit card – no pre-paid cards, no gift cards, and no cards based outside of the United States.
2.  Check all of the numeric fields that the information is accurate, and be sure to select the proper card type from the drop down menu.
3.   The billing zip code should match the zip code you have on file.  Check your General Information to be sure. The following errors, although less common, indicate that you would need to contact your banking institution for more information.

1. New or recent address or name change may cause an Address Verification decline.
2. Insufficient Funds.
3.  Your banking institution may require verbal confirmation from you directly. I have included verification and confirmation that despite 6 attempts no funds were collected or received for Ms. *****, and the reason code provided by the credit issuer clearly state: Declined.

No refunds will be issued on this account because Care.com has not received payment from Ms. *****.
****************** 04/03 AUTHORIZATION ONLY  ********  $8.00 Declined, AVS failed 
****************** 04/03 AUTHORIZATION ONLY  ********  $8.00 Declined, AVS failed 
****************** 04/03 AUTHORIZATION ONLY  ********  $8.00 Declined, AVS failed 
******************  04/03 AUTHORIZATION ONLY  ********  $8.00 Declined, AVS failed 
******************  04/03 AUTHORIZATION ONLY  ******** $8.00 Declined, AVS failed 
******************  04/03 AUTHORIZATION ONLY  ******** $8.00 Declined, AVS failed

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The funds should have never even been held and have still not been released.

Business Response: Despite 6 attempts made by this member for Care.com to charge her account, we have received no payment or funds of any kind from Ms. *****.

In Ms. ***** account history it clearly shows:
Billing History : Danielle *****, Member ID:******* "There is no billing information available in your account."

Ms. ***** can easily access this information as well by visiting the Profile and Settings section of her Profile.

Any issues that Ms. ***** is experiencing with the decline of the credit card she attempted to use on our site should be taken up with credit card issuer, not Care.com. We thank Ms. ***** for her Membership (that is free) and we hope she has luck finding a job on our site. If she has further inquiries regarding this issue, we encourage her to call 1.877.227.3115 as soon as she can to clarify the misunderstanding.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a member with care.com for approx 1 year. I worked for one family for most of that year,at which point I found significant bruising on the child. I did my duty and contacted authorities.I then paid for a premium membership and found a temporary job. I continued with my premium paid membership because the job I took was only temporary. While attempting to logon one day the website told me a account with that email did not exist. I promptly called the phone number and was informed thatmy account had been closed by care.com. push wold not provide a reason,only stating they would send me a email with a list of possible reasons they suspend accounts.not one of these reasons applied to me. They did a full backround check a month earlier,which was free and clear. I have never been accused or convicted of any crime,nor have I ever harrassed another member and I am of age,actually twice the legal age to work.my account was closed with no reason given.my only thought is that the person I previously worked for and called police on for child abuse made some bad claim against me.whatever the reason,they aren't saying. I am a loving caring nanny,and just want my account back so I can continue to carefor children.how do yo close a account for no reason? I just want my account reinstated.

Desired Settlement: I would like a explanation and my account reinstated.I've never been convicted or tried for any crime,I fit none of phe reasons listed for possible cause of account suspension

Business Response: Ms. ****** initially joined Care.com 04/09/2012. On 04/03/2013, we were made aware of information regarding Ms. ******'s account that prompted our review team to close her membership.

Care.com may terminate a member for any reason or no reason.  Accordingly, any decision by Care.com to terminate a member's Care.com membership does not constitute and should not be interpreted or used as information bearing on the member's character, general reputation, personal characteristics, or mode of living.

Unfortunately, based on our Privacy Policy and the terms of Use that Ms. ****** agreed to, we are unable to release further information regarding her account closure and our decision to close an account is final and irreversible. 
Removal reasons:

·  The individual does not meet membership criteria (e.g., is underage)
·  Care.com does not offer its services where the member is located
·  The member is not active in the service
·  Care.com determines that the services offered by the member are not being sufficiently utilized
·  The member has misrepresented himself or herself and/or has provided false information to Care.com
·  We were unable to verify the information the member provided when he/she registered
·  The member has posted or searched for inappropriate words/phrases and/or content on Care.com
·  The member has been alleged to have harassed other member(s) of Care.com
·  The member has been accused of, arrested for, or convicted of a crime
·  Allegations of theft, abuse, or neglect have been brought against the member

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a personal tragedy involving loss of mu husband’s income in November 2012 and subsequent forced separation for twelve months. He was our sole income due to the fact that I am on SSDI disability. I am responsible for all bills in this household and due to them being behind; I have been freelancing for work for the past four months in order to pay on overdue bills. I contracted with Care.com to provide sitting services in Birmingham, Al. The website states the following: Care.com provides a trusted place for families and care providers to easily connect, share caregiving experiences, and get advice. The company addresses the unique lifecycle of care needs that each family may go through — including child care, special needs care, tutoring, senior care, pet care, housekeeping and more. The service enables families to find and select the best care possible based on detailed profiles, background checks, and references for hundreds of thousands of mom-reviewed providers who are seeking to share their services.

I applied for a nanny position with an ad on site for ************@yahoo.com and was told that the nanny position had been filled but she had clients tht could use my expertise on a freelance contractual basis. Care.com gurantees that all emploers have been vetted but this turns out to be a lie. I was contracted to write a business plan with marketing plan and two feasibility studies for **** ******* in *******, Alaska for the amount of 1928.00 on December 7, 2012 and a work order was mailed to him on the 8th. I completed the work and mailed all materials to him on March 2, 2013. I was mailed a money order from **** *******, P.O. Box ******, *******, AK ***** (will not accept any checks for payment) and called the MoneyGram Payment Systems Inc. office to verify authenticity. I have a taped recording of the verification from your office which has been given to the FBI, whom I spoke with on Friday, March 22nd. I deposited the money into my bank account at Regions and they have the original version of this money order. I have a copy of it sitting in front of me and it was returned. When I spoke to my bank on Thursday after finding out about this deposit, the customer service manager told me that the reason was they couldn’t collect on it for altered/fictitious and it is on my copy in front of me now. I would not have put the money order through my account to the tune of costing me, 1928.00 in returned funds, 15.00 set in fee and 360.00 in returned check fees had a representative from your office verified that the money order was authentic.

Desired Settlement: I want a transfer of 2303.00 to refund for scams permitted by care.com on their site through my bank account within 5 days or I will start legal and law enforcement proceedings.

Business Response: We are truly sorry that Ms. **** had a negative experience with Care.com. The Site is a communications platform for enabling the connection between individuals seeking home or care services ("Care Seekers") and/or individuals or companies providing home or care services ("Care Providers"). Care.com does not take part in the interaction between Care Seekers and Care Providers except to collect payments on the behalf of Care Seekers and Care Providers for venue services through the Site. Users do hereby represent, understand and expressly agree that Care.com does not have control over the quality, timing, legality or any other aspect whatsoever of the services actually delivered by the Care Providers, nor of the integrity, responsibility or any of the actions whatsoever of the Care Seekers. We offer many safety tips to help ensure that you make the right choice when it comes to your employment. In instances where an employment opportunity may seem suspicious, these tips are listed in the Safety Center Section of our website and help members avoid potential problems.
 
1. Never accept payment from someone without having first interviewed with the individual or family.
2. Never accept payment by check for an amount that is greater than what you agreed upon or wire money back to someone who pays you by check.
3. Never give out your address, social security number, credit card, or bank account information to an individual or family. We also recommend that you not forward your resume unless you remove all personal information.  (Care.com requires your social
security number in order to run a background check but we do NOT store your SSN in our system).
4. Send all of your initial messages through your Care.com account instead of using your personal email. That way, you only share your contact information if and when you feel comfortable.
5. If you have opted to display your phone number on your profile please note that Premium care seekers will be able to view your number and contact you directly without first communicating with you through your secure Care.com email account.  If you'd like to change your phone number visibility options, visit the Privacy Settings & Preferences section of your account. 
6. If an offer sounds too good to be true, it usually is.

In Section 27 of our Terms of Use, that Ms. **** agreed to upon enrollment it states:
"TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL CARE.COM BE LIABLE FOR ANY DAMAGES WHATSOEVER, WHETHER DIRECT, INDIRECT, GENERAL, SPECIAL, COMPENSATORY, CONSEQUENTIAL, AND/OR INCIDENTAL, ARISING OUT OF OR RELATING TO THE CONDUCT OF YOU OR ANYONE ELSE IN CONNECTION WITH THE USE OF THE SITE, INCLUDING WITHOUT LIMITATION, BODILY INJURY, EMOTIONAL DISTRESS, AND/OR ANY OTHER DAMAGES RESULTING FROM INTERACTIONS WITH OTHER MEMBERS OF THE SITE, WHETHER ONLINE OR OFFLINE. THIS INCLUDES ANY CLAIMS, LOSSES OR DAMAGES ARISING FROM THE CONDUCT OF USERS WHO HAVE REGISTERED UNDER FALSE PRETENSES OR WHO ATTEMPT TO DEFRAUD OR HARM YOU."

We hope Ms. **** is able to work with the organizations she mentioned in her correspondence with us to recoup her lost funds.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Care.com claims that their clients are vetted yet this person resides here in Birmingham, Al  and was able to use their database to troll for prospective marks for scams.  I can assure you that *** ******* is still active in doing this.   

Business Response: Again, we are sorry for the experience had by Ms. ****. We can assure her that the member account she referred to is indeed closed.

As previously mentioned, clearly outlined in our Terms of Use (Section 27 #2) Care.com states:
No Liability for non-Care.com Actions. "TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL CARE.COM BE LIABLE FOR ANY DAMAGES WHATSOEVER, WHETHER DIRECT, INDIRECT, GENERAL, SPECIAL, COMPENSATORY, CONSEQUENTIAL, AND/OR INCIDENTAL, ARISING OUT OF OR RELATING TO THE CONDUCT OF YOU OR ANYONE ELSE IN CONNECTION WITH THE USE OF THE SITE, INCLUDING WITHOUT LIMITATION, BODILY INJURY, EMOTIONAL DISTRESS, AND/OR ANY OTHER DAMAGES RESULTING FROM INTERACTIONS WITH OTHER MEMBERS OF THE SITE, WHETHER ONLINE OR OFFLINE. THIS INCLUDES ANY CLAIMS, LOSSES OR DAMAGES ARISING FROM THE CONDUCT OF USERS WHO HAVE REGISTERED UNDER FALSE PRETENSES OR WHO ATTEMPT TO DEFRAUD OR HARM YOU."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I deleted my accound over a year ago and I am still getting emails from them several times a day. I told them twice to stop emailing me and they refuse to do so.

Desired Settlement: I NEED them to stop contacting me ASAP!

Business Response: Because there were three separate accounts associated with the email address provided by this member, not all 3 accounts were opted out of our email sends.Our system has been updated and no further emails will be received.

Account # *******
Account # *******
Account # *******

This issue has been resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was contemplating using the services of Care.com to help me find childcare providers in my area. I signed up for the free account and looked around a bit. I was interested in going further so I began to fill out the information necessary to upgrade my account, this included my debit card information and other personal information. I then paused and wanted to consult with my husband first to make sure he was on board. I left the screen up on my computer (WITHOUT PRESSING ANY BUTTONS THAT WOULD HAVE COMPLETED THE TRANSACTION) and spoke to my husband and a friend about the care.com option. I ultimately decided NOT to sign up and so I just closed out the tab to the web site (knowing that I had NOT completed the transaction). Then I came to learn that care.com had completed the transaction on their own accord without my permission and had begun charging me $35/month. This had gone on for two months before I noticed. When I did realize they had been taking my money, I promptly went to the website and left a msg for their customer service department that there has been a mistake and I was due refunds for both of the false charges. I gave them the details of why I was making this claim (the fact that I never pressed "enter", "continue", "accept", "complete" or any other prompt that would have completed the transaction) and asked to be refunded. I also let them know that I believe there to be a glitch (perhaps) on their site that results in this type of premature collection and processing of data without actually obtaining consent via completion of the transaction by the customer. I was very clear about the details and my request, yet it still took a week's time, and three additional messages to their customer service representitive of me pleading my case and them trying to dodge the details with itterations about their refund policy (they had agreed to refund one of the $35 charges, but not the other... That's the limit of their policy). In my last contact I once again requested the remaining $35 and added that if I did not recieve it by close of business 3/22/13 that I would report them to the BBB. Because I had been getting a clear NO from care.com, I Also contacted my bank to inquire about what other discourse I may have. My bank immediately processed the retrieval of the unauthorized funds. My bank (and I) had concerns about breach of information and the possibility of continuing to get erroneous charges, so I had to cancel my debit card and have another one sent overnight so that I would not be without funds (I have an out of state bank). That night (after close of business), I finally recieved a message from care.com they were willing to comply with my request to refund my money (they could clearly see from my account that my bank had already retracted it hours ago). I am frustrated and annoyed and concerned about this type of fraudulent charging. This whole ordeal should have never happened and has forced me to be distressed, has taken up much of my time in fruitless correspondence, and I had to cancel my debit card and pay to have a new one overnighted... All because Care.com couldn't simply fix (or admit) to the problem that they created. I have no complaints against the services they provide, but this situation felt very dishonest and slimy!

Desired Settlement: Fix the website so that the transaction isn't complete until the customer confirms it. Please send me a check for $8.00 to cover the charges for my new debit card to be sent to me. I ONLY had to order a new card at this time because of this encounter with Care.com and the suspicuous practices of unauthorized charging. Care.com should cover the fee that I had to suffer as a result of their mistake. (they have my address in their account records) Thank you.

Business Response: This member's issue has been addressed and has been fully refunded.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I wish to receive a full refund of $336 for changing (downgrading) my service. I created a business profile on care.com on February 18, 2013. On April 6, 2013 I updated information on my profile and upgraded my service to "Featured" Sitter ($28 per month totaling $336 for a year.) Within in a few hours I decided to keep my service profile at the basic level and tried to switch back. The system said it could only make this change on April 6, 2014. I was charged for an entire year of service. I emailed care.com to receive a refund and they said the following: Apr 6, 2013, at 7:22 PM "Hi ********, Thank you for your email. I hope that your business is doing well. I took a look at your profile and it looks professional and complete. Unfortunately, due to our Terms of Use I am not able to offer you a refund. I do apologize for any inconvenience that this may cause you. I wish you the very best, ********. If you have any further questions or concerns, please email us at marketplace@care.com or call us at 855-227-3444. Best Wishes, ******* Care.com Member Care *******@care.com" I called the number they provided and did not reach a live person, instead only voicemail boxes. I replied to this email (and cc'd marketplace@care.com) with the following statement. April 6, 2013 7:44:54 PM "I do not want to be a featured sitter and only want a basic profile. I understand you do not want to refund my money but if I don't use the service (my profile was upgraded for less then an hour) then I don't see why I need to pay for it? This is very disconcerting and I am completely dissatisfied that you will not refund my money. FYI: my profile doesn't even show up on the website when searching for sitters in my zip code. Why is that? Is there someone else I can speak to about this?" I have yet to hear back from them. I would like a full refund of $336 or at least a refund for 11months of service. I feel they are deceptive in their billing/collection. They tell you the monthly price for the featured sitter upgrade and tell you what the total amount for a year of service will be but you are not able to down grade service until the next year. All companies are able to refund a customer's money if they are not satisfied with the service they receive. Care.com chooses to have harsh billing practices and chooses not to offer a refund. Their billing policy is deeply embedded in their terms and service making them a deceitful company. Thank You, ***

Desired Settlement: Refund $336

Business Response: This complaint has been resolved per our records. We would like for this complaint to be removed.

An email dated 4/7/2013 was sent to clear up the issue. It stated:
"Dear ********, Thank you for contacting us.  I have reviewed your account further and a refund for the most recent charge on your account has been processed.  Please allow three to five business days for this  credit to be reflected in your account.
4/7/2013     CaseRefund - ******************     ********  - $336.00 I also wanted to let you know that your Recruiting account which was also upgraded remains as such.  If you have any further questions please refer to our Help section for  more information.   Please do not hesitate to email us at marketplace@care.com or call us at 855-227-3444.  Best of luck with your pet care business and have a great week ahead!"

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up to Care.com specifically to review the detailed background of a member who is my neighbor and current babysitter. She recommended using Care.com to pull her driving records and background check because she is going to be driving my daughter and watching her for an extended period of time. They said it would take no more than 10 days maximum. I waited for three weeks and still did not receive ANY of the requested information --even at the most basic level--despite multiple phone calls in the interim. Care.com neglected to send me a confirmation of my request and their representatives could never give me a status or a reason for the delay, etc. They claim that I clicked on the background check for another member (I did not) and therefore "utilized" their site and are refusing to give me my money back. This is absolutely ridiculous as 1) I did not request this member's background and 2) they admitted that I never got anything I asked for. The whole reason for using their site at all was to get my specific sitter's information. I tried to resolve this with two representatives and have gotten nowhere.

Desired Settlement: Refund and cancellation of service.

Business Response: Ms. ****** was refunded $79.00 for the background check she requested on 02/21/2013 for ******* *. of **********,PA. Unfortunately, PA driving records require additional paperwork that must be provided by and completed outside of Care.com, and therefore can take up to three weeks for the results process.

We do not have jurisdiction to expedite this process, as it is specific to the state of Pennsylvania. In addition to requesting background information on ******* * as Ms. ****** claims, Ms. ****** also requested the background check for Care.com member ******* *. of  ********,  PA, on 02/22/2013 and then viewed the information 02/26/2013. We understand that Ms. ****** has requested a refund for her membership fee, however, she utilized the features of the Premium Membership of our site by posting a job, receiving applications for interested candidates, and then accessing the background check results for ******* *. successfully. Therefore no additional refunds will be issued in this case.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Had I known there was no chance getting what I actually signed up for, I would have never signed up.  I gave you my money in good faith that I would actually receive what I wanted in the first place. Aside from trying to get the background check on my candidate, I perused your site only with the intention of seeing what else you had to offer and how it worked...and you are going to charge me for that???  This is a terrible and unethical business practice.  You can obviously see that none of your members were ever contacted, as it was never my intention. 

Your response thus far has made it abundantly clear that you do not "care" about customer satisfaction, a lasting customer relationship, or the safety of children  --- only a quick buck.  Please change my mind.  Do the right thing and give me my money back.    

Business Response: On 3/18/2013- Care.com sent the email:
"Thank you for your membership with Care.com. While we do not generally offer refunds as per our Terms of Use, I have refunded your last charge of $26.25 as a courtesy.  Please note that  the refund may take up to a week to show on bank or credit card statements. After 3/21/2013, your account will automatically downgrade  to our Free Basic Membership, which allows you to continue to search for caregivers, post a job and receive responses without being charged. If in the future you’d like to upgrade again to re-start your search, this basic membership allows you to keep your past messages so you can retrieve them. 

You wrote in your BBB complaint: 'Your response thus far has made it abundantly clear that you do not "care" about customer satisfaction, a lasting customer relationship, or the safety of children  --- only a quick buck.  Please  change my mind.  Do the right thing and give me my money back.' I hope all of this changes your mind about Care.com and how much we truly care about our members. We truly value and appreciate your membership with Care.com and apologize for the dissatisfaction you experienced with your initial experience with us. If you have any further questions or concerns, please let me know."

We have yet to receive a response from this communication from Mrs. ******.  Care.com considers the case closed and the situation resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com has a policy to put recurring charges on your credit card once you join the site. I explained to the representative back in Oct that I wanted to cancel my term on the site immediately after using it because I would only use it for that day. I would not need to use the site for a month or any length of time. Well, I received my credit card statement which I do not monitor monthly and noticed I have been getting charged $35 per month since October 2012

Desired Settlement: I am seeking a full credit of charges. I am ok paying for month of Oct but I am not ok paying for the other months since I was clear in my desire to cancel immediately. After speaking with care.com, they will only refund 2 months. That is unacceptable. As well, I canceled my account with care.com. I would appreciate you support in helping find an amicable solution. Regards *****

Business Response: On 03/27/2012 11:23:05 after the second refund request from Mr. ******* Care.com sent an e-mail that read:
"Hi *****, Thanks for your email and your membership with Care.com! As a mom of two myself, I can certainly relate to the challenges of finding quality care, and I hope your search went well. In review of your account, I do see that in the past, you had emailed us to downgrade your account prior to auto renewal, however, with your most-recent  upgrade in August of 2011, that was not the case. While we do not generally offer refunds as per our Terms of Use, we are willing to refund your last charge of $30.00 as a courtesy and your card will no longer be billed.  Please note that the refund may take up to a week to show on bank or credit card statements.

All subscriptions automatically renew until canceled and this feature was listed on the enrollment page when you joined Care.com.  Many members find this feature useful as they like the insurance of having a community of caregivers available whenever they need care. I've attached a copy of the enrollment page below if you have any further questions. I've downgraded your account to our Free Basic Membership, which allows you to continue to search for caregivers, post a job and receive responses without being charged. If in the future you’d like to upgrade again to re-start your search, this basic membership allows you to keep your past messages so you can retrieve them. However, if you would rather close your account altogether, please click here. I hope all of this helps, and I truly appreciate your membership with Care.com.  If you have any further questions or feedback, please let me know."

Mr. ******* then called into our call center and requested further refunds, where his account was credited an additional $60.00 on 3/29/2012. In that call it was explained to Mr. ******* that NO FUTURE REFUNDS WOULD BE ISSUED ON HIS ACCOUNT- and then it was reiterated that we offer a subscription service and that our charges auto-renew, as was explained verbally in 2009, then again in the email (above) sent to Mr. ******* in 2012. On 3/15/2013 at 1:35 AM we received another request via email stating:
"Hi I am contacting you to request that you please discontinue charging my AMEX effective immediately. I have used your site for 1 day a few months ago and I just realized that you have been charging me since then. I would like to request that you refund the charges back to me. Thanks ***** Please notify me once the charges have been stopped." 

However, account usage showed 5 jobs posted, 70 messages sent to 48 caregivers, 83 messages received from 56 caregivers. Both our email and call center team received this request, and a response and a $35.00 refund was issued despite the fact that one year prior Care.com explicitly explained that our subscription was automatically billed every month. An email was sent to Mr. ******* on 3/15/2013 that read: "Thanks for contacting us and I'd be happy to help you with your account.

To follow up on your request, I’ve gone ahead and closed your Care.com account with us. We're sad to see you go, but wish you and your family the absolute best. In addition, here is a copy of the refunds that were processed. Please  allow 3-5 business days for the changes to be reflected on your statement." Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline.  Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership. No further refunds will be issued on this account now or in the future. The last time you logged in was Friday, March 15, 2013 01:32 AM

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am rejecting the response from care.com because I explained to the lady at the time I reopened the account that I would only use it for one day and it could be canceled and she was ok with that. It was not canceled and the responses I received I did not respond to them. In any of the ones I did respond it did not equate to the amount of time I was charged and I woudl not have been charged had my account just been stopped as I requested in the original re-opening of the account. Since then, I have requested a cancellation of my account and will not use care.com going forward.  I am ok paying for the one month I used I do not want to pay for the additional months.  Thanks 

Business Response: Based on account usage, previous education between our Member Care Team and the member listed in preceding response to complaint, no further refunds will be issued on this account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for one month membership and was billed for a second month, which would have continued had I not called into the company to cancel. This type of issue is most definitely unfair to the common customer new to Care.com. When I spoke with the call center representatives, they were unsupportive and refused to reimburse for the second month billed. This seems like it would be a common thing that customers are doing and to have a zero policy on refunding is ridiculous. I chose one month membership only. They were going to continue billing me until I called in!

Desired Settlement: Refund of the second month's amount.

Business Response: Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline.
 
Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership.

We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”.

Ms. ******** posted 3 jobs sent 103 messages to 61 caregivers, received 119 messages from 82 caregivers, & logged into Care.com 51 times. The membership automatically renewed on 2/24, yet the last message sent 3/4/2013 & last message read on 3/4/2013. The account is set to automatically downgrade on 3/24/2013 and will no longer be automatically renewed. No refunds will be issued on this account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried multiple times to cancel an account that I never agreed to. The account involves a monthly service charge of $35 dollars, which I have been charged 4 times for a one time service in December of 2012. Each time I cancel the service, the charge continues to show up on the next month's credit card.

Desired Settlement: I want the company to cancel the monthly charge/account that I never agreed to. I want the company to refund 3 of the 4 months charges that they have stolen from me, amounting to $140.

Business Response: This issue has been resolved. Enclosed find a copy of our most recent correspondence to Mr. ******** sent on 3/9/13. Mr. ******** has been refunded all charges except his first monthly charge when he was actively using his account. If Mr. ******** has another email address under which he may have opened an additional account, we would be happy to look into this further.  A review of our records under Mr. ********'s name has provided no additional Care.com accounts. Here is a copy of the 3/9/13 correspondence to Mr. ********: 

"Thank  you for contacting us here at Care.com. I am sorry to learn that you have been experiencing problems cancelling your account, and I would be happy to assist you with your billing and membership status. First, I'm  sorry if our automatic  subscription policy was unclear to you at the time of your enrollment.  All subscriptions automatically renew until  canceled, as clearly listed on the membership subscription page where you entered your credit card information at the time that you upgraded  your account. Many members find this feature useful as they like the  insurance of having a community of caregivers available whenever they  need care. Upon review of your account, I see that your account has already been closed, and that a refund has been issued. I have gone ahead and  refunded an additional month as a courtesy. The refunds, though processed, may take 3 to 5 business days to reflect in your bank or credit card statement. I hope this helps, ****, and I'm sorry that we did not resolve this sooner, so that you could avoid the inconvenience and frustration that has transpired. Again, please accept my sincere apologies. If youhave further questions or require assistance with your account, please let me know by reply email."

According to Care.com, the issue has been resolved and the case is closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a paying member of Care.com as the employer searching for nanny help.I received an email from Care.com stating that I was being removed from the website permanently and was not going to be given a reason. I had just days before fired a nanny who I found on the site. She was let go due to some sudden signs of very disturbing paranoia and mental disturbance. Certainly, no one I would want around my children. Their website takes onesided complaints and then doesn't allow the other side to give "their side" of the story. And in my situation, this disgruntled nanny who is mentally troubled made false accusations against me. When I contacted Care.com the customer service rep said I was not going to be able to speak to anybody and that my call would go no further than her. Additionally, she advised she would be unable to disclose why care.com terminated me from their site.

Desired Settlement: I do not want to be back on Care.com. However, I find it appalling that they would give unquestioned credence to accusations made by presumably disgruntled employees against former employers. Very poor business model. I would never use the site again. I paid for the month membership and care.com "expelled" me four days later. I should receive my money back. That would be a perk. They should be more worried about the crazy nanny entering another home to the potential endangerment of helpless, innocent, and unwitting children.

Business Response: Care.com does not want our members to find themselves in difficult situations. These disputes are often the result of a misunderstanding.  Unfortunately, we do not have mediation capacities, and we are not able to resolve the disputes between our members. We can only encourage our members to seek compromise, if at all possible.

As a membership-based online community, Care.com reserves the right, in its sole discretion, to terminate a member's Care.com membership for any reason or no reason. We are diligently working to set the industry standard for safety. We understand the care for people and their loved ones involves delicacy and sensitivity, however, we are not able to provide mediation services in these types of instances. This member was refunded $35 on 2/14/2013 for the service.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/ex-or concerns in reference to complaint.

The entire point of my complaint was not addressed. I was not asking for the company to handle mediation between two people.  I was stating that my disgruntled, fired ex-employee has said some false untrue things about me and I find it a horrible business model to not speak to me(also a member )before making a judgment on my character.

I can tell you I have never treated a nanny or any of my other ten employees with anything less than 100%respect. I can not even understand how your company lets this policy of any member calling in and saying anything about anybody and getting away with it. It is almost comical to me. The BBB needs to know that a well known well respected dentist in her community that would not treat anyone poorly has been expelled from a website as if she is a danger. When truth be told, the ex nanny causing all of this is a true danger and still on the website.     

Business Response: Under our terms of service, Care.com reserves the right, among other things and in its sole discretion, to terminate a user's membership in Care.com, for any reason or no reason, with or without notice.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The response by Care.com in no way replied to any of my concerns or previous comments. So for anybody planning to hire a nanny on care.com, be forewarned,  if they get fired and want to be vindictive they can call the website and make up horrible stories about you and get you kicked off the website. This happened to me. And even worse, my nanny was fired because she was showing signs of severe paranoia and mental problems. And now she is the one still on the website. That is great, business plan there care.com!! I hope she works out with another family!!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was terminated, unfairly, based on NO complaints from parents/members of Care.com and my background check is 100% clean. Have received ALL 5/5 POSITIVE reviews from users. Had an account with Care.com for 2 years and my account was terminated for absolutely no reason; unethical practice which has led to business loss.

Desired Settlement: Please renew my account immediately.

Business Response: Under our terms of service, Care.com has the right, among other things and in its sole discretion, to terminate membership for any reason or no reason, with or without notice.  We have no obligation to notify you of the reason for termination and generally we do not provide this information.

As a membership-based online community, Care.com reserves the right, in its sole discretion, to remove a member's Care.com membership for any reason or no reason.

Reasons why we may remove a member from the Care.com community include, but are not limited to:
The individual does not meet membership criteria (e.g., is underage)
The member has misrepresented himself or herself and/or has provided false information to Care.com
We were unable to verify the information the member provided when he/she registered
The member has posted or searched for inappropriate words/phrases and/or content on Care.com
The member has been alleged to have harassed other member(s) of Care.com
The member has been accused of, arrested for, or convicted of a crime
Allegations of theft, abuse, or neglect have been brought against the member

Our decision to terminate an account does not constitute and should not be interpreted or used as information bearing on your character, general reputation, personal characteristics, or mode of living.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

It is absolutely absurd to terminate a member of your community based on FALSE ACCUSATIONS when I have been harassed with slander, extortion and libel, and have filed a police report on a non-member who has contacted Care.com. Based on your "terms of use" you actually are JUDGING the situation that may have/have not occurred and are deleting my account for that reason alone. There are tons of complaints online about your practices of termination. So I can just call Care.com and make a FALSE complaint about a member and that member will be terminated? THERE ARE ABSOLUTELY NO COMPLAINTS ON MY ACCOUNT AND I HAVE CONTACTED EACH MEMBER I HAVE WORKED WITH ON CARE.COM. NOBODY HAS MADE ANY ALLEGATIONS AGAINST ME. This isn't right and Care.com has MANY complaints online. You guys don't look after your members and don't practice fairly. I had so many jobs lined up and don't any more because my account was terminated. I HAVE HAD AT LEAST 3 BACKGROUND CHECKS within the past 2 years and ABSOLUTELY NOTHING has come up, and the information I have provided has been 100% accurate.

Business Response: The Terms of Use agreed to upon enrollment state:"Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you, from the Site, and/or to terminate your membership in Care.com, for any reason or no reason, with or without notice. Following any termination of any member's use of the Site, Care.com reserves the right to send a notice thereof to other members which whom you have corresponded."

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired a tutor from care.com. The tutor can no longer meet our contract due to her schedule change so I had to let her go. She then became irate and began sending me numerous insulting texts and email not just about me but my family. I notified care.com of her harassment and insults and they decided to remove her name from their company. The tutor discovered that her name was removed. She then made a complaint about me and they removed my name without performing any investigation. I contacted them but they would not listen and said the case was close. I kept all the texts and email the tutor sent me as proof that she has been harassing me but this company was not interested in investigating. I am not upset that they closed my account. It was due to end next week. I am making this complaint because the company was not willing to listen and further investigate before releasing my contract. I am the one being harassed by a tutor that I hired from their company and I am the one that is being penalized. I feel that this company supports only their employees no matter if the customer's safety and integrity is being compromise.

Desired Settlement: LISTEN to the customers. Investigate the complaints prior to termination.

Business Response: Pursuant to the Care.com Privacy Policy and Terms of Use, Care.com is not required to release the specific details as to why an account has been closed.  However, below is a list of common reasons why an account may be terminated.

Reasons why we may remove a member from the Care.com community include, but are not limited to:
The individual does not meet membership criteria (e.g., is underage)
The member has misrepresented himself or herself and/or has provided false information to Care.com
We were unable to verify the information the member provided when he/she registered
The member has posted or searched for inappropriate words/phrases and/or content on Care.com
The member has been alleged to have harassed other member(s) of Care.com
The member has been accused of, arrested for, or convicted of a crime
Allegations of theft, abuse, or neglect have been brought against the member

As a membership-based online community, Care.com reserves the right, in its sole discretion, to remove a member's Care.com membership for any reason or no reason.




















As
stated above, Care.com may remove a member for any reason or no reason.
Accordingly, any decision by Care.com to remove a member's Care.com membership
does not constitute and should not be interpreted or used as information
bearing on the member's character, general reputation, personal
characteristics, or mode of living.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

That is not an acceptable excuse for doing what they did. The company disregards the customer safety and continues to support violent employees. That is no way to run a business.  I am extremely disappointed with this company.   

Business Response: Under our terms of service, Care.com reserves the right, among other things and in its sole discretion, to terminate a user's membership in Care.com, for any reason or no reason, with or without notice.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had joined a free babysitting service to find a nanny in October 2011. I did not review my statements but found that I had been charged $35 a month for a total of $525. I had tried contacting them numerous times, emailing and getting no response. They refunded only one of the charges for $35. But no one has ever attempted to contact me or reply to my emails. I have had to put a block on my credit card to this vendor. Their website is very unclear on their service. If you joined the upgraded service, it is a $35 month....the cost should have been for one time but somehow it has continued with me. And there is NO easy way to cancel. They make it a challenge to negotiate the website and find the link to cancel. It is extremely misleading and deceptive. And they have been completely unresponsive to my attempts to contact them directly.

Desired Settlement: I want a refund for the unauthorized charges that have occurred from 10/19/2011 to present 1/3/2011 for a total of $490. And I want their website to be clearly marked so that others do not have the same issues. I have no read reviews that this has happened frequently to other people using this service.

Business Response: Ms ***** upgraded into a Premium Subscription Membership where she agreed to the following: "The subscriptions of Care Seekers will be automatically extended for successive renewal periods of the same duration as the subscription term originally selected, at the then-current non-promotional subscription rate, unless specifically notified otherwise. To cancel your subscription, contact Care.com Member Care or edit your account settings. If you cancel your subscription, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expires."

The Premium Subscription cost is associated with the ability to contact any of our pre-screened caregivers, contact them, see their full profiles, run background checks for free, and review their references. Ms. ***** sent 39 messages to 14 caregiver, received 71 messages from 25 caregivers, sent and read messages from caregivers into the month of June 2012, utilizing direct benefits of our subscription package.

Ms. ***** notified us via email on 1/3/2013 at 8:51 AM that she would like to downgrade her membership and a Member Care representative responded the same day, on 1/3/2013 less than 5 hours later, at 1:13 PM. Ms. ***** was sent an email " Thanks for your email and your membership with Care.com. I'm sorry to hear that you are upset  concerning your account and am happy to assist you today. While we donot generally offer refunds as per our Terms of Use, I have refunded  your last charge of $35 as a courtesy, and your card will no longer be  billed.  Please note that the refund may take up to a week to show on  bank or credit card statements. All subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when you joined Care.com. Many members  find this feature useful as they like the insurance of having a  community of caregivers available whenever they need care. I have immediately downgraded your account to our Free Basic Membership, which allows you to continue to search for caregivers, post a job and receive responses without being charged. If in the future you’d like to upgrade again to re-start your search, this basic membership allows you to keep your past messages so you can retrieve them. If you do not wish to use  the auto-renewal feature, please simply contact us and we can pre-set  your account to downgrade at the end of your selected subscription. I hope all of this helps and I truly appreciate your membership with  Care.com.  If you have any further questions or concerns, please visit our FAQ page.  Have a Happy New Year!"

In addition, Ms. ***** was refunded an additional $140.00 for the months charged after June 2012. No further refunds will be issued on this account. We hope Ms. ***** found the care she was looking for.


Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: The subscriptions of Care Seekers will be automatically extended for successive renewal periods of the same duration as the subscription term originally selected, at the then-current non-promotional subscription rate, unless specifically notified otherwise. To cancel your subscription, contact Care.com Member Care or edit your account settings.

If you cancel your subscription, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expires. No refunds or credits will be provided for account cancellation requests received after the account has been billed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com charged for another year of service although I had downgraded my service to free membership before the automatic renewal date. Instead of downgrading my service to basic membership, it charge my credit card $140.00 for another year of service. I wrote to Care. com via email dated Sunday, Feb. 17, 2013. The body of my email is as follows: To Whom it May Concern: We downgraded our membership well before the automatic renewal date of Feb. 10, 2013. Unfortunately, your system still renewed our membership at the premium level and charged us $140. Please withdraw the charge immediately. Your prompt cooperation is appreciated. Thanks, ***** I have not received any response from Care.com as of the date of this complaint. Their delay in diligently responding is unacceptable as they have responded to other customers within hours of, or atleast by the next business day. They have also ignored my request not to send emails regarding their advertised services. In sum, they are ignoring my instructions via the channel they provide on their website.

Desired Settlement: The only equitable and acceptable settlement would be a full refund issued to my credit card. I followed their procedure in downgrading my account; it is not my fault that they ignored my downgrade. Also, I have not used their service my membership was erroneously renewed a little over a week ago.

Business Response: We have no record of any correspondence from this member, however, as a courtesy we have refunded the charge of $140.00. The credit will take 5-10 business days to process.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over a year ago subscribed to this service and utilized credit card to pay for the service. Have not utilized the service in over a year and suddenly received a bank debit charge for $140 for annual service. Was not aware that this company was 1) setting me up for an automatic renewal subscription service, and 2) storing my credit card information permanently on their systems. I will be contacting them to directly to work on a settlement dispute but I wanted to echo the apparent long list of other customers who feel as though this company is taking financial advantage of.

Desired Settlement: Full refund of amount charges and reduction of their BBB ranking from A to something lower - I appreciate that they have been responsive to BBB complaints, but I think that the volume of complaints, regardless of outcome, warrants a lower rating.

Business Response: We do not have record of this member in our records/database.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had obtained a tutor from your site and this person we did a background check on him. His name is listed **** ** in the listings at Care.com. He is a working professional on the side holds a full-time position as acareer in what he also does on the side. We started our child with him knowing we could rely and trust him,. 4 SEESIONS into hiring him to work with our chil he doesn't call, e-mail or show up at all. We have contacted carec,on but you simply run us around after we follwed by submitting out complaint the way you wanted online then sending us another e-mial stating we needed to do some sort of form. This is absolutley bad, hiow this is run. There is no accountablility for this company and the people you list on your site that we ttry to hire for services. You, Care.com should be held accountable! CEO **********, ****** ******* stand up and be responsible!

Desired Settlement: Want this person banned from your site and a full refund for the 4 sessions we hired him and plus the 3 sessions that he never showed after until we really figured out he wasn't coming.

Business Response: Care.com does not want our members to find themselves in difficult situations. These disputes are often the result of a misunderstanding.  Unfortunately, we do not have mediation capacities, and we are not able  to resolve the disputes between our members. We can only encourage our members to seek compromise, if at all possible. A great way to set expectations for both yourself and your employee is to have a contract. We hope that this member finds success with other care providers on the Care.com site.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never heard of care.com nor would I ever need their services and there is a $70 charge from them to my checking acct

Desired Settlement: I want $70 put back in my acct and this company erase my name and acct information from whatever data base they got it from

Business Response: We do not have record in our database of a member by this name with the information provided. We do not have record of any such charge, and would need further information to investigate.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up for the care.com service and recently discovered we've been signed up and being charged monthly for approximately 2 years and been charged $35 per month. It was discovered as we recently started to view all charges on statements to ensure all purchases are in fact correct. We called care.com because we thought the $35 charge was an annual charge and decided to cancel it because we only used the service for the 1st month in which we signed up, but was shocked that we had been paying that monthly. Care.com notified us that this was our fault because we were provided all documents to review which included the fact that it was a monthly billing and checked a box and we were basically out of luck. We pushed back and they refunded $70 and let us know they shouldn't be giving us that back. Even though we did sign up for this service we strongly feel this is a poor business practice. Other services we subscribe when charged monthly provide a bill via hard copy or email, so will actually send a notification that they are debiting your account or charging your credit card. We asked care.com what length of time we would be charged if we hadn't called in and they responded until we canceled. Care.com could do a better job of notifying it's customers as a reminder of payment. They should have the technology to see what customers have service but haven't utilized it and proactively contact them or bill monthly like other reputable companies. I do realize that checked a box so I'm at fault, but also strongly feel I'm being taking advantage and possibly many other subscribers.

Desired Settlement: Would like to be refunded all payments from 2012 and 2013. Would also like care.com to change the way in which they collect money with no notification.

Business Response: Mr. ******* upgraded to our Premium Subscription Membership.  During that upgrade, Mr. ******* agreed to our Terms of Use which state:
“The subscriptions of Care Seekers will be automatically extended for successive renewal periods of the same duration as the subscription term originally selected, at the then-current non-promotional subscription rate, unless specifically notified otherwise. To cancel your subscription, contact Care.com Member Care or edit your account settings. If you cancel your subscription, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expires.”

Care.com accounts are set up to automatically renew for the convenience of our members. Since Care.com offers a wide variety of services, we know our subscription members have needs that are varied and do not always fall within a clearly defined timeline. We offer our members the benefit to choose a subscription package that they predict will work best for them, with an annual package that is the most economical. Members opt in to a subscription when they enroll, where Care.com clearly states that “all subscriptions are automatically renewed until cancelled”. We find that most members enjoy the convenience and we provide several avenues for members to easily create reminders or opt out of membership.  We are constantly making additional improvements that will positively impact our members.

For example, new parents may initially sign up to find a nanny. They may take the time to gather candidates, narrow their search, interview top prospects and perform multiple background checks. In addition, this family may have the ongoing need for things like: back-up-care, housecleaning services, pet care providers, or even assistance with an elderly parent.  Access to their Care.com account allows them to investigate, perform multiple searches, contact additional care providers, all without interrupting service, yet members have the option to personally cancel this subscription at any time during their membership.

It is certainly not our intent to deceive or confuse our members . We welcome our members feedback regarding the billing model and the general use of our site.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

All the small text and legal language that the business has provided may be correct, but they also state it is convenient for subscribers to be automatically renewed.  They didn't respond to whether or not if it was a good business practice to charge someone without notification via email or mail. Any other good reputable company I use for service, emails me a billing notice or mails a monthly bill, such as a cell phone company or even a lawn care company.  Care.com can see that I have not used their service for some time now,  they should be able to see the last time I logged onto their webpage was years ago.  They should update their billing/charging practice to not take advantage of thos