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BBB Accredited Business since

Care.com, Inc.

Phone: (877) 227-3115 77 4th Avenue, North 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 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Care.com, Inc. include:

  • 628 complaint(s) filed against business

Factors that raised the rating for Care.com, Inc. include:

  • Length of time business has been operating
  • Response to 628 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

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

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

628 complaints closed with BBB in last 3 years | 225 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 87
Billing/Collection Issues 369
Delivery Issues 11
Guarantee/Warranty Issues 1
Problems with Product/Service 160
Total Closed Complaints 628

Customer Reviews Summary Read customer reviews

773 Customer Reviews on Care.com, Inc.
Customer Experience Total Customer Reviews
Positive Experience 465
Neutral Experience 14
Negative Experience 294
Total Customer Reviews 773

Additional Information

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

Corporation

Ticker Symbol

CRCM

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

600

Business Category

SITTING SERVICES PET SITTING PET DAYCARE CHILD CARE CONSULTANTS FAMILY SERVICES Employment Placement Agencies (NAICS: 561311)

Alternate Business Names
Care.com
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

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 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 A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 77 4th Avenue

    North Waltham, MA 02451

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/29/2016 Billing/Collection Issues
8/27/2016 Advertising/Sales Issues
8/27/2016 Billing/Collection Issues
8/27/2016 Problems with Product/Service
8/26/2016 Billing/Collection Issues | Complaint Details Unavailable
8/25/2016 Problems with Product/Service
8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to create a care.com account and have been having issues with the process. The care service number ************ is generally not available. I did call them today and was finally transferred to an actual person who was just sitting on the phone and refused to speak. I do not function well with emailed communications and prefer to communicate in person or if I must then over the phone. I could hear that there was a person on the phone in the background and find it extremely unprofessional that they would not speak at the moment I am still on the phone and have been for almost 20 minutes. Every once in a while I can here the person on the other end of the line make adjustments so I know they are there and the refusal to service customers over the phone is a deplorable behavior. I think that person should be fired. I also think that if you have a phone you need to answer it even if you think of yourself as an 'online company". I hung up and called back and talked to *** who told me she is located in the Philippines she refused to allow me to speak to a supervisor and insisted that there is nothing they can do for me that it is just part of the verification process. She suggested that I 'guess at a correct answer if none of them are correct" and that I "do this repeatedly until I have guessed the correct one". Seriously. then what exactly is the point of asking a verification question?

Desired Settlement: That a care representative will contact me via telephone to assist me in creating my care profile. I think that there is an issue because I have not worked in such a long time and they are unable to verify me using a phone number, address or City. None of the options provided are acceptable or correct. Just because care is not able to provide correct information they will not allow me to complete the process. This is not fair employment. I have a job on the line today and need to have a profile completed.

Business Response: I would like to apologize for Ms. *****'s frustration with her care.com membership and the issue she has had creating an an account. To ensure the safety of our online community, we run a preliminary screening on all potential members.  When Ms. ***** attempted to enroll, she did not pass the initial verification check which is run off of public information data. Unfortunately there is not way to overide this verificaiton process in our system.  Additionally, we do record all of our Phone Support cals for quality assurance purposes.  After reveiw of the call with ***, we want to acknowleged that Ms. ***** did request a supervisor immediately upon contact.  The representative did ask for Ms. *****'s email address so that she could pull up the account that Ms. ***** was having difficulty with to see if she could troubleshoot for her.  Additionally, when a member requests a supervisor, we require two forms of contact are requested per policy.  Individuals who refuse to provide required information are not guaranteed a response.  A supervsior will respond back directly to the member either by phone or email.  We have provided coaching to our representative on making that information more clear to avoid any type of confusion in the future.  Again, I would like to state that unfortunately there is no way to override this verificatio process in the system.  I have personally submitted Ms. *****'s feedback regarding her difficulty with the verification process to the appropriate department on her behalf.

8/22/2016 Billing/Collection Issues | Complaint Details Unavailable
8/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: care.com withdrew approximately $1800 from my checking account in multiple transactions. I have never been a care.com customer or have I ever been to their website. I have tried to call the toll free number multiple times, but can not find an option to talk to a live person. I would really appreciate to see how we can rectify this problem. $1800 is a lot of money for me.

Desired Settlement: I would like speak to someone to see why my account was charged and how I can get my money returned.

Business Response: I would like to apologize for any difficulty Mr. ******* has had in getting through to one of or Member Care Phone Support Representatives.  I have personally submitted his requst for a call back so that we can assist him in locating the charges.  A representative will call him back by the end of the business day on Friday 8/12/2016

8/19/2016 Billing/Collection Issues | Complaint Details Unavailable
8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired a caregiver thru Care.com, ordered & paid for a back ground report thru the site. All came back ok so we moved forward. Unbeknownst to us this person had a very lengthy criminal record including being a convicted felon! She put my elderly parents in harms way many times. Was on her phone on a constant basis. Tried to get money from my parents and stole from our home. Often times she was found napping and otherwise being inappropriate instead of completing her tasks. When let go and asked to leave (fired) she verbally attacked my wife with offensive language in font of my elderly parents & children. She threw her drink and damaged things in & around our home. The police were called. My wife called Care.com to let them know. Instead of being apologetic to us and concerned for our family. They closed our account!

Desired Settlement: We feel we deserve far better service and some answers from Care.com!!! Mo matter how many times we've called to get some answers we are told someone will get back to us. Needless to say - NO ONE HAS!!!! What kind of company does this?! Puts innocent families, the elderly & children at such a risk and then turns their back?! Feeling attacked twice - first by caregiver and now by Care.com's lack of accountability, empathy and simple kind & courteous customer service.

Business Response: I apologize for Mr. ********’s experience with the care giver he hired.  Care.com takes safety very seriously on the site and our Member Care Team has submitted the information he provided directly to our safety team to determine appropriate action.  All of the information provide was kept strictly confidential and our safety team will reach out to him directly with any additional questions if needed.  I would encourage him to reach out to us directly should he need further assistance Additionally, I would also like to apologize for Mr. ********** frustration with his membership with Care.com. Unfortunately, the decision by Care.com to close Mr. ********** 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 or concerns, I would encourage him to refer to our Terms of Use. Section 5, which I have included below, provides the exact information pertaining to Mr. ********** concern.5. Termination of RegistrationIn 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: 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 # ********. There is no way we would ever continue doing any business with Care.com - they willingly put elderly and children in harms way! We feel they are trying to sweep our experience under the rug as to keep the information under radar! That is unacceptable and we will make sure no other poor family goes thru the anguish we have by using & trusting Care.com. We want to bring light to how dangerous it is to trust Care.com for safe & suitable care of loved ones whom can fall victim like we have. They approved a convicted felon who abused our elderly parents & families trust. This person neglected them, put them in harms way, stole, lied and tried to extort money from the very people we hired her to care for. This is a very serious matter they are trying to brush off. We will not make light of this and will make sure our experience is heard by all! We are disgusted by the caviler approach and feel they should be shut down! Regards, **** ********  

Business Response: Again, I would like to apologize for Mr. ********** frustration with his membership with Care.com and our Termination Policy. 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 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. Randolph will not be able to re-enroll on Care.com. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Mr. ********** feedback regarding his membership and our policies to the appropriate department on his behalf.

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 # ********. What a ridiculous and obtuse reply for Care.com to send us after all we went thru using their service. We never requested to ever reinstate with Care.com. We would never consider using the site. Care.com doesn't CARE at all and sends convicted felons into innocent families homes. Our experience has been traumatizing. The woman Care.com allowed to troll for her next victim has left us emotionally scar for life. Care.com's caregiver abused, neglected, stole, and attacked our family. We have spoke with the detective on our case and  Care.coms approved caregivers parole officer in full detail - we also have the final police report. We have been found 100% victims of a heinous crime. Care.coms approved caregiver tried to spin the story to attempt to not take responsibility for her crime against our family, however, she was unsuccessful. I quote, what was said about Care.coms approved caregiver - *** * has been found to be a delusional unbalanced pathological liar! *** * is not allowed to be in any prox of any of us or she will be arrested on the spot! We have been strongly urged by both the police and *** *'s parole officer to press further charges against her for theft, abuse, harm and slander.  Our family has been through enough, we just wish to distance our selves as far from *** *.  and Care.com as possible!! We do not accept their empty apologies and even if free for life would never consider ever using Care(a less).com's unsafe service. Care.com puts innocent families in harms way for profit. Regards, **** ********    

8/17/2016 Billing/Collection Issues | Complaint Details Unavailable
8/17/2016 Billing/Collection Issues | Complaint Details Unavailable
8/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com doesn't perform proper background checks on applicants. They waste my time for a paying service. I hired a ***** * in November and she had multiple pictures online and left my mother alone at night. I recently interviewed ***** * and she had two DUIs on her background and battery in Florida with an officer. ***** * had recently been arrested for leaving a child in a car.

Desired Settlement: Money returned and an improvement in attitude from the man who called me in safety!

Business Response: I would like to apologize for Ms. ******** frustration with her Care.com membership.  Care.com takes the safety of our members very seriously.  As a member based community all members must agree upon enrollment that Care.com will verify their information.  Additionally, we recommend a family run a background check on any caregiver  as one of the steps in their hiring process.  We offer several different background check options a member may request and purchase through the site.  We are very sorry that Ms. ******** had a negative experience during her search for care and have personally refunded Ms. *********** subscription.  Below is a copy of the transaction for her convenience.****************** 08/16/2016 10:56:29 CREDIT ******** ($63.00) ApprovedI see that Ms. ******** has reached ou to our Member Care team in regards to her concerns and encourage her to reach out to us directly for assistance with her membershp.

Consumer Response: 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, ***** ********

8/15/2016 Billing/Collection Issues | Complaint Details Unavailable
8/15/2016 Billing/Collection Issues | Complaint Details Unavailable
8/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I wanted to be a caregiver on care.com. I was already a member but did not have a premium membership. I searched their website for info on how to apply for jobs and could not find it. I signed up and paid for a three month premium membership thinking that I would be able to apply for jobs then but I still did not see an apply link after I signed up on the job pages I looked at. I got an email after I signed up and it said congratulations I could now hire a caregiver. i don't want to hire a caregiver, i want to be one. I emailed care.com and told them what happened and all they did was email back saying my membership would not be renewed after the three month membership period was done. So i paid for three months of service and I get nothing. this company needs to be investigated for fraud. I emailed them again and explained that it's not cancellation of membership after the membership period is over that I was looking for. I want to apply for jobs . I went to the website today and now I can't even log in. it says my email address is not recognized so it now I paid and can't even get into their website. I am so angry. I gave them my money and they just pocketed it and are giving me no service. that's fraud. I will be contacting the media in their state to see if something can't be done about this business. over 200 BBB complaints in a year says something about their business practices. I am so surprised they have not already been sued. I think I'll start a blog so that other people who are being stolen from can join together and get this business shut down. they can't just take people's money and give them nothing.

Desired Settlement: I want my money back that i paid for the three month membership

Business Response: I would like to apologize for Ms. **********'s frustratioin with her Care.com membership.  Ms. ********** had enrolled in a membership that was desgined for individuals looking ot hire caregivers.  When she upgraded to a Premium Subscription it only gave her the option to reach out directly to members looking for employement as a caregiver.Ms. ********** did reach out to our Email support team and they were able to assist her with her enrollment issue.  Ms. ********** was refunded the subscription charge and her credit card will not be billed further.  Below is a copy of the transaction for her convenience.****************** 07/27/2016 02:55:14 CREDIT ******** ($58.50) ApprovedI would encourage Ms. ********** to reach out to us directly for further assistance with her membership.  Additionally, I have personally submitted Ms. **********'s feedback on the membership options to the appropriate department on her behalf.

8/15/2016 Billing/Collection Issues | Complaint Details Unavailable
8/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com has changed policies and prices recently but provides no information for the consumer about what their money buys on the website. In the past I was able to apply for a position and receive replies from families without having to pay. Without notice, Care.com demanded that I have to pay to apply but did not provide the cost or what I would get from the product. I did which seems to have allowed me to apply but NOT TO RECEIVE CONTACT FROM THE FAMILIES I APPLIED TO. The site is now telling me that I have to pay an undisclosed additional amount to be able to find out if they want to contact me further.

Business Response: I would like to apologize for Ms. ******'s frustration with her Care.com membership.  Ms. ****** is still able to apply for jobs with her free basic subscription.  By upgrading to a premium subscriptonshe would receive extra marketing benefits which include being featurd in search results, receiving priority job notifications, the ability to proactively reach out to families as well as see which families have viewed your profile. Additionally, it unlocks your application to the family allowing them to view the application completely and giving them the option to respond back directly to the you regardless of their membership status.I believe the confusion is in the pop up that Ms. ****** is seeing in her My Messages.  It is a new feature on the site that is showing a copy of her applications in her My Message box.  The pop up is letting her know that if she upgrades to a premium subscription it will unlock her application and it will be visible to the families she is reaching out to.  If Ms. ****** clicks on "show message" she will be able to view her application.  Should a family reply to her application, Ms. ****** will be able to view it with her free basic subscription.I have personally, submitted Ms ******'s feedback regarding this newer feature to the appropriate department on her behalf.  Additionally, 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: 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. Please explain if my basic membership will allow a family to view my entire application, contact me for an interview, and allow me to respond to an interview request. Regards, ********* ******    

Business Response: I would again, like to apologize for any confusion with this new feature.  With Ms. ******'s, basic membership she can still apply for jobs normally.  Her application will be sent directly to the family.  However a family will not be able to view her entire application or respond back to her unless they upgrade to a premium subscription, which has not changed with any updates.  The premium subscription for our caregivers gives them the extra marketing benefit of making it possible for a family with a basic subscription to reply back to her application or request an interview.Should a family reach out directly to Ms. ****** requesting an interview she would definitely be able to respond to their request with her basic membership.  I would encourage Ms. ****** to reach out to us directly for further clarificatio or assistance with her account.  Our Member Care Support can be reached Monday through Friday from 10am - 6pm EST or 7 days per week at careteam@care.com.

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.  The company needs to state on the website what the consumer is getting for their money. Why would I have bought a basic membership to apply for positions when I may not be able to be contacted by the people I apply to? I would like a refund for my basic membership and for the background check that has not been completed. I will look for jobs on other websites that do not charge me. Regards, ********* ******    

8/8/2016 Billing/Collection Issues | Complaint Details Unavailable
8/6/2016 Billing/Collection Issues | Complaint Details Unavailable
8/6/2016 Billing/Collection Issues | Complaint Details Unavailable
8/1/2016 Billing/Collection Issues | Complaint Details Unavailable
7/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They are involved in false advertising. I paid the membership fee ($170.82) to be able to run background check on potential babysitters. After paying $170.82, I found out that every background check would cost another $300. So, within 20 minutes of ordering the service I canceled it. But they refused to refund my money. They are thieves.

Desired Settlement: Refund of $170.82.

Business Response: I would like to apologize for Mr. ******* frustration with his Care.com membership.  We offer both a Free Basic Subscription and a Premium Subscription to our members.  The Free Basic Subscription allows a member to create their profile, post a job, search and preview caregiver profiles.  When a member is ready to contact prospective providers, they may upgrade their account to a Premium Membership. This will allow them to contact preferred candidates, run background checks, check references, and read reviews on care providers throughout the website.   Additionally a member with a Premium Subscription can request at no additional charge to view any background check that a caregiver has on file with their profile.  If the caregiver does not have one on file, they can purchase and request one.   Care.com also offers a Background Check Add on Package that Premium Members can purchase for $20 per month that allows them to request unlimited Criminal + MVR Background Checks, which purchased individually cost $79.99.  Mr. ***** is not eligible for a refund in accordance with our Refund Policy which Mr.l ***** aggreed to in the Care.com Terms of Use.  I have attached the link for his convenience.  I would advise Mr. ***** to reach out to us directly regarding his Care.com membership.  *******************************************

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 # ********. this bussiness is involved in false advertising.   They create the impression that with the membership you can run background checks which is not true,  I canceled my membership within 30 minutes once I found out they are lying.   I never used the membership.  They have to refund the whole amount.  Regards, ***** *****    

Business Response: Again, I apologize for Mr. *****'s frustration with his Membership.  Once an account has been upgraded to the Premium Membership as outlined in our previous reposnse, they are granted complete access to our service and the ability to contact caregivers on the site. Mr. ***** did utlize our system to contact caregivers.The subscription is not eligible for a refund because Mr. ***** in fact utilized the service.  I would encourage Mr. ***** to reach out to us at any time in the future for clarifiction or assitance with his account.

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 # ********. They are involved in false advertising.   There was nothing about no refund on thier website.  They claim that with the membership you are able to run free background checks.  This is not true.  Each background check is $300.  They should be ashamed of themselves.   In addition I am disputing this with my credit card company as well.  They need to stop thier immoral and misleading advertising.   I am ask for full refund. Regards, ***** *****    

7/24/2016 Problems with Product/Service | Complaint Details Unavailable
7/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I think this business may be a pyramid scheme. Seeking to get you to move up by paying more and more money with the promise of more jobs. But never delivering on the jobs. Trying to access messages and keep getting an unknown error. One of the resolutions suggested is to upgrade the account by paying more money. Money was already paid to join and get a background check but now to access any messages concerning potential jobs more money has to be paid. There is a promise of access to jobs since you can apply for them. If the provider of the job contacts an applicant but the applicant can't see the message there is no chance to even get the job. The error message seems to be generated by Care.com and not from any HTML or other code. There is no Error Code provided with the message. I believe Care is providing this message on purpose in order to get members to upgrade and pay more. Many of the jobs listed have expired or past their application date. I do not understand why those continue to pop up if they are not available.

Desired Settlement: I want some assurance that Care is not providing this message on purpose. If they are then I believe they should be upfront that this is a pyramid type business/scheme. People come to this site because they care about animals or people and don't expect to get taken advantage of. If I have to pay more to see messages about jobs I applied for then that is a deceptive practice. No business should profit from deceiving those that simply want to care for people or for animals.

Business Response: I would like to apologize for Mr. ********'s frustration with his Care.com membership.  This issue that Mr. ******** has discribed where he received the error code, was in fact a technical issue on the site.  It was reported to our technical team and has been resolved.  If Mr. ******** continues to have issues, I would encourage him to report them to us directly either through our email support at careteam@care.com or our phone support at 877-227-3115.  Our Member Care Team would be glad to assist him.  Additionally, many posted jobs on the site have a "start date", that may appear to be passed however that is only an idication of the desired date the individual is looking for someone to start.  If a job is open it generally shows that the family is still looking to hire.  I again encourage Mr. ******** to reach out to us and we would be glad to assist him further with his membership.

7/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a service and did not receive as promised or advertised. When I called to speak to someone they did not help. I then asked for a refund and was told to try it another way. I asked to speak to a supervisor and was denied.

Desired Settlement: I didn't receive what I had paid for. Either follow through with what was purchased, or give the money back. This issue occurred within the first few hours after purchase. I didn't even get to use their services properly.

Business Response: I would like to apologize for Ms. *********'s frustration with her Care.com membership.  We offer both a Free Basic Subscription and a Premium Subscription to our members. The Free Basic Subscription allows a member to create their profile, post a job, search and preview caregiver profiles. When a member is ready to contact prospective providers, they may upgrade their account to a Premium Membership. This will allow them to contact preferred candidates, run background checks, check references, and read reviews on care providers throughout the website. Additionally a member with a Premium Subscription can request at no additional charge to view any background check that a caregiver has on file with their profile. If the caregiver does not have one on file, they can purchase and request one.After reviewing Ms. *********'s account, she contacted our Member Care Support team in regards to an issue with sending messages through the app on her phone.  Our Member Care phone support representative did recommend utilizing the mobile web or the full version of the website on a lap top or desk top to avoid a disruption in service.  Additionally, Ms. ********* received a phone call from one of our supervisors to address her concerns.  I would encourage Ms. ********* to reach out to us directly should she have any issues or need assistance with her account. 

Consumer Response: Although I am choosing to accept your response, I want to make it clear that these messages were during communication with prospective interveiwees. Which means that clearly, as you stated, they have full access to message with me and I to them as we had all paid for it. Since my complaint the system has seemed to right itself and is going smoothly. However, I strongly suggest you work on your customer service and core values as a company. Thank you for your response.  Regards, ******* *********

7/21/2016 Billing/Collection Issues | Complaint Details Unavailable
7/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a trial period with website, did not like their product, so never signed up, but the Company billed us $62.40 on 5/25. We called up to try to get a refund and they said they could not refund, even though we never agreed to a membership never authorized a charge, and never used their website, because we did not cancel within 30 days. We didn't cancel because we never signed up in the first place, and didn't know we were getting charged until we got our credit card statement a month later.

Desired Settlement: Refund of unauthorized charge of $62.40

Business Response: I would like to apologize for Ms. ********'s frustration with her Care.com membership. We offer both a Free Basic Subscription and a Premium Subscription to our members. The Free Basic Subscription allows a member to create their profile, post a job, search and preview caregiver profiles. When a member is ready to contact prospective providers, they may upgrade their account to a Premium Membership. This will allow them the ability to view full profiles, contact preferred candidates, run background checks, check references, and read reviews on care providers throughout the website. Once a member has upgraded to the Premium Membership they have access to all of these features.  We would also like to point out that all Care.com memberships are pre-paid.  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 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.   Ms. ******** is not eligible for a refund in accordance with our Refund Policy which she agreed to in the Care.com Terms of Use upon enrollment. Her account has been set to downgrade to the Free Basic Subscription at the end of  the subscription term that she signed up for and her credit card will no longer be billed.  I have attached the link to our Refund Policy for her convenience.  I would encourage Ms. ******** to reach out to us at any time in the future for clarification or assistance with her account.*******************************************

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.  These are deceptive business practices and this Company charged me $60 for a service I did not want and never used.  That is fraudulent and I will continue to pursue a refund and let my friends and followers know about Care's unethical practices. Regards, ***** ********  

7/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Care.com was kind enough to post a discussion for me on its website about 4 years ago. At this point, however, I would like the post removed. I have contacted them already via email, however, I did not receive a response. The link is: www.care.com/*********************************************************************** Title: "Academic Research on Elder-care" Information including my name is included on the page, and for privacy, I would like it removed from their website now. It is also several years old and is obsolete.

Desired Settlement: For Care.com to remove/deactivate the post from its website.

Business Response: I would like to apologize for Ms. ******'s frustration with getting her dicussion post removed from the site.  Our Member Care Email support team did receive Ms. ******'s request and was able to get the post taken down for her.  After verifying that it was taken down they did respond back to her today.  We would like to apologize for the delay and would encourage her to reach out to us directly with any additional questions regarding her membership and her discussion post.

Consumer Response: 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, ****** ******

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: My credit card was charged without my authorization. I have never done business with this company. I have filed a complaint with my banking institution for fraud.

Desired Settlement: refund the $150 fraudulent charge

Business Response: I would like to apologize that Ms. ********** personal and credit card information has been compromised.  Although, Ms. ******** has not reached out to Care.com directly regarding her concern, however we have a safety team that monitors the site 24 hours per day for any suspicious activity.  I searched our data base under Ms. ********** name and address provided in this complaint and located an account in which her personal information was used and upgraded to a premium subscription.  Our Safety Team immediately responded to the suspicous activey, closed the account as fraudulent and refunded the charge.  Below is a copy of the transaction for Ms. ********** convenience.****************** 07/04/2016 03:56:26 CREDIT ****2175 ($150.00) ApprovedI would advise Ms. ******** to reach out to her bank as her credit card information has been compromised and used fraudulently.  

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Care.com website has several technical issues which prevent me as the customer from utilizing the service. I paid for a 3 month premium subscription. When I sought help for the technical issues I was sent a generic "clear your cache, delete cookies" email which was not helpful. When I replied with the specific issues they did not respond. I requested a refund due to the non-functioning website. They stated they do not refund and agains spewed a lengthy auto-email reply on various subjects which were of no interest to me, ignoring the real issue.

Desired Settlement: I have, due to care.com's lack of customer service or concern, filed a dispute for the charge with my credit card company. I would like an apology from Care.com and a full refund of my money.

Business Response: I would like to apologize for Mr. ******** frustration with his Care.com Membership.  We’re sorry to hear that Mr. ****** had trouble using our website.  We strive to make our site user-friendly and easy to navigate but we know there is always room for improvement.After reviewing Mr. ******** account.  Our Member Care representative did prorate a refund for Mr. ****** due to the difficulties he encountered.  As a courtesy, our Member Care department switched Mr. ****** from a Quarterly Premium Subscription to a One Month Premium Subscription.  However, Care.com is a pre-paid subscription service and an error was made in the cancellation of his subscription.  Mr. ******' s account was downgraded immediately rather than at the end of a one month term.  Due to the error in cancelling his Premium Subscription, I have personally refunded the remaining amount of his subscription charge.Below is a copy of the additional refund transaction for his convenience.  ****************** 07/19/2016 11:16:39 CREDIT ******** ($18.20) ApprovedI would encourage Mr. ****** to reach out to us directly with questions regarding his membership.  Care.com is continually looking for ways to improve the functionality and membership experience.  As such,  I have personally subitted his feedback regarding the issue he encountered to the appropriate team on his behalf.

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. Regards, ****** ******  

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com took my money and we received no value in return. We could not find any aspect of their service useful and did not use it. We did not hire anyone from care.com, yet they took our money. As far as most people would think - they might define what CARE.com did as a rip off - or in other words when someone takes your money and you get nothing in return. Most ethical businesses would simply refund you for no service in these cases, not in this matter against Care.com, care.com at a low level has refused to refund us. Despite our peaceful request, they have sought to escalate the matter and provide poor service. I feel all people should be weary of businesses who act in this manner. Most businesses would never fight against their customers. Is that what you expect as a consumer? If you had an issue with a seemingly big large mega corporation who took you money and you did not get anything or use any product? Most would refund you simply for asking, even in some cases where the product was opened like amazon they refund you no problem, and their margins are no where near as obscene as care .com margins or profits likely could be. I imagine they have a culture of this behavior, the BBB has hundreds of cases and over 300 unresolved unsatisfactory cases against care.com according to their web site - we should have looked at this before letting them bill our credit cards! What a terrible response, read this from their customer representative : "Thanks for being a member of Care.com and for contacting us regarding your recent refund request. We are sorry to hear that you are unhappy with the response from our billing team. Your case was reviewed and, unfortunately, no further refunds will be granted as per policy. Ultimately, the decision from the billing team is a final decision. If you have any further questions or feedback, please let me know how I can help, or feel free to browse our FAQ section and Terms of Use. Best Wishes, ******** Care.com Member Care Tell us how ******** did. 3 questions, 15 seconds. 1 very grateful company. Care.com Case Tracking Information (please do not delete): Case Number: ******* ******** cites her companies policy? Really, so the employees at care.com are unable to make a decision to "care for their customers" and I am sure they are "1 very grateful company" as most corporations would be if they took your money they are grateful for having your money. ***** ********* or ****** ******** most likely have no idea what their CSR reps are doing or maybe they are pushing for profits over happy customers, surely the recent $43.5 million from Google in funding is making them giddy as reported by techcrunch. My feelings are that its simply not right that we were treated poorly this way by care.com and any good business over a small matter such as this and a low amount with the fact that the customer got nothing out of their service would make you jump through so many hoops. Would this make you feel like ever using them again?

Desired Settlement: I want a full refund back to my credit card no more no less.

Business Response: I would like to apologize for Mr. ******* frustration with his Care.com membership. We offer both a Free Basic Subscription and a Premium Subscription to our members. The Free Basic Subscription allows a member to create their profile, post a job, search and preview caregiver profiles. When a member is ready to contact prospective providers, they may upgrade their account to a Premium Membership. This will allow them to contact preferred candidates, run background checks, check references, and read reviews on care providers throughout the website. Once a member has upgraded to the Premium Membership they have access to all of these features.  Mr. ***** is not eligible for a refund in accordance with our Refund Policy which Mr. ***** aggreed to in the Care.com Terms of Use. His account has been downgraded to the Free Basic Subscription and his credit card will no longer be billed.  I have attached the link for his convenience. I would advise Mr. ***** to reach out to us directly regarding his Care.com membership.  *******************************************

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. Regards, ** *****  

7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a legal name change done and Care.com refuses to update my Account information. Care.com offers users to display any display name they wish but the account has a slot for a "legal first name" and "legal last name". I requested customer service to change it and offered to provide proof of a court document. Their response was to tell me not to worry about because I am the only person who can see my own account legal name information. Additionally, if I wanted to change my name another representative told me i would have re-purchase my background check! When a customer who pays to be a member and also pays for a background check badge, it is customary that the business provide small services for charging money such as name changes and customer service requests. Legal name changes happen every day and a member should not have to pay to have their account updated. Additionally, I have been with care.com for many years. On my mobile App my references are counted as reviews but on the web platform my references are hidden at the end of my reviews and are not counted as stars. I don't like that there is a discrepancy between two platforms. It makes a caregiver look like they are editing and deleting their reviews. I have asked for that issue to be synced and fixed for over six months now. Care customer service is very poor. it includes many paragraphs of instructions and rarely addresses the questions and concerns on-hand. I want to feel like I am a valued member and that I will be helped when I have issues. I currently do not feel like Care.com wants to help rather that they want to shut me me up or have me pay up some more.

Desired Settlement: Update my Legal name and syn my reviews in the app and web platform.

Business Response: I would like to apologize for Ms. *****'s frustration with her Care.com membership and changing her name on her account.  We do allow for members to update their account information and Ms. ***** was able to do so as she has legally changed her name.  Ms. ***** had previously purchased a Background Check under her previous legal name which automatically genterated the "Legal First Name and Legal Last Name" information she is seeing her her account and settings.  This information is not visible to any members.  They are only able to see her current name which was updated.  Unfortunately we cannot change the information on a background check that was purchased prior to the date of her legally changing her name.   The check that is on file does also add in the current name she is using now that her account has been upgraded.   Ms. ***** would need to purchase a new background check submitting her current legal name for it to be reflected on the background check.  Once the check results are in, the changes will automatically be reflected in her account and settings.  All background checks are purchased through Sterling Information Systems and cannot be altered once run.  In November of 2015, updates were made to the site and all Reviews and References were merged into one section and are listed in order of the date they were written with the most recent ones appearing at the top of the list.  Ms. ***** had some references on her profile that were written prior to the upgrade.  The references that were written by non-care.com members prior to the conversion were merged in with the reviews, but do not contain star ratings.  I apologize if Ms. ***** feels that they were hidden in at the end of the list, but their position on the list is solely based on the date they were subitted.   Not only does Care.com offer email support to our members, which Ms. ***** has accessed. Additionally, we offer phone support Monday through Friday from 10am - 6:00pm EST.  Our phone contact number is ************.  Our Member Care Phone Representatives would be glad to assist as well.  I would encourage Ms. ***** to reach out to us directly with any questions regarding her membership.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I registered with Care.Com because I am seeking work as a child care provider. They insist that due to a background check which I was never notified about that my account had to be canceled. I am not sure what they found on my background check to warrant such an action. I do know that several times I was contacted on my cell phone about job opportunities for people who were simply trying to scam me in order to get money returned to them after they sent me a check. I am currently registered as a valid child care provider in the State of Oregon and do not understand why they would cancel my account. I do have a bankruptcy on my credit history but it was discharged in 2007. I would like some information about why they are allowed to have practices like the ones they do, they claim the company who provided the results of my background check sent me a message about what they found; I never received anything from this company.

Desired Settlement: I would love to know what information they received that was bad enough to close my Care.com account.

Business Response: I would like to apologize for Ms. *******'s frustation with her Care.com membership and our policies.  When an indvidual begins the sign up process, they must agree to the Care.com Terms of Use, prior to completing the enrollment process.  I have included the section of the Terms of Use which specifically addresses Ms. ********** concern regarding Verification Checks for her convenience,4.6. Care.com May Regularly Verify Your Identity and the Accuracy of Your Representations and WarrantiesBy registering as a Care Provider or Care Seeker, you authorize Care.com, and acknowledge that for purposes of promoting the safety and integrity of its Site and Service, Care.com reserves the right, but not the obligation, to utilize third party service providers to verify on an ongoing basis that your registration data is accurate and that the representations and warranties in Section 2.2 above addressing legal matters such as complaints, arrests, sex offender status, etc. are also true ("Verification Checks"). These third parties may use data from a variety of sources, under a variety of circumstances, for these site safety purposes including, without limitation, information from national criminal databases, sex offender registries, certain media streams, terrorist watch lists, criminal and fugitive watch lists, fraud watch lists, law enforcement reports, and other data.You agree that Care.com may take such action in response to Verification Checks as it deems appropriate in its sole discretion, including without limitation suspending and/or terminating your membership, should it determine that you have violated any representation or warranty or any other provision of these Terms or are otherwise unsuitable for Care.com.You also hereby represent, understand and expressly agree that Care.com does not have control over or assume any responsibility for the quality, accuracy, or reliability of the information included in a Verification Check. We do not typically communicate the results of a Verification Check to any third party, though we reserve the right to do so for law enforcement or other safety-related purposes.BY AGREEING TO THESE TERMS, YOU AGREE TO ALLOW CARE.COM TO PERFORM THE VERIFICATION CHECKS DESCRIBED ABOVE. IF YOU DO NOT WANT THESE VERIFICATION CHECKS TO BE PERFORMED, YOU SHOULD NOT USE CARE.COM. NO FURTHER CONSENT FROM YOU IS REQUIRED FOR THESE VERIFICATION CHECKS TO BE PERFORMED.I have personally submitted Ms. ********** feedback regarding our policies directly to the appropriate department on her behalf.  I would encourage Ms. ******** to reach out to us with questions regarding her membership and the Care.com Terms of Use.

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.  [I go through yearly background and criminal checks in the state I live in and they run my name and birthdate along with my social security number.  They have also done fingerprint checks and have verified that I am authorized to look after children.  My current check is through February 2017.  I have contacted the business that they supposedly did my background check through and they went back 15 months and found no record of ever having done a check on me.  The company also requested that I get a control number and when I asked Care.Com for it it disappeared and they claim to have no records on me anymore since they closed out my profile.   ***** ********    

Business Response: Again, I apologize for Ms. ********** frustration with her Care.com membership.  Unfortunately the decision to close her account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension. Regardless of the date or outcome of the case if it still appears on the member's record as a criminal charge and according to Section 2 of our Terms of Use this disqualifies the member from using our service.   Furthermore, when an accout is put under suspension individuals are provided 90 days to dispute the charges or get the case removed. Since Ms. ******** did not provide us with the required documentation, proving that the case had been removed or disputed the disputed the results within the suspension period her account was closed.I do apologize but Ms. ******** will not be able to re-enroll on Care.com. If she has further questions about this she can refer to our Terms of Use for more information.   Additionally, I have personally submitted Ms. ********** feedback regarding our policies to the appropriate team on her behalf.

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.  [I NEVER RECEIVED ANTHING informing me that there was a problem.  They only notified me when my account was closed.  They claim I have a criminal record which is interesting because none of my other background checks have revealed such information.  I also go through regular background and fingerprint checks with the Oregon Criminal Division which certifies that I am allowed to work in the Child Care field and that does not expire until February 2017.  This company is preventing me from pursuing my chosen field based on INCORRECT INFORMATION THEY MAY HAVE SUPPOSEDLY RECEIVED.   They also claim I am to speak with the company who did the check but that company HAS NO RECORD OF A REQUEST EVER BEING MADE BY CARE.COM FOR ME.  Regards, ***** ********    

7/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern: I joined Care.com in search of employment. Upon signing up, I purchased a background check/motor vehicle check to enable me in finding employment. Having these background checks are crucial in this line of work, as potential employers look for this prior to hiring an applicant. I noticed there was a typographical error with the spelling of my last name. I don't believe this is something that was done on my end. Either way, the correct spelling of my last name is *****, however I noticed on Care.com, it showed as **** (missing the letter "a"). I contacted both Care.com, as well as the vendor they use to perform the background check (******** *********) to have this corrected. I also e-mailed a copy of my driver's license to ******** *********, to ensure they had the proper spelling of my name, DOB, address, etc. The initial background check that was paid for reflected I passed, however, it showed that I didn't have a driver's license, nor a social security number. I contacted both companies, numerous times, to resolve this. I also contacted the SSA, as well as the DMV, to confirm both cards were accurate and in good standing. I was informed there was no issue with either. Over the next few months, numerous e-mails and phone calls followed, trying to have this issue resolved. Finally, another background check was conducted, and it reflected that I indeed had a valid driver's license. The background check was amended to reflect such. However, it showed that I still did not have a social security number. I didn't understand how they were telling me information that I know, for a fact, is inaccurate. I was a) born in the United States, b) never changed my name, c) had a valid social security card in my possession, d) had credit history and credit cards with several institutions. It just didn't make sense. I noticed on the background check that was re-run, it reflected my correct information, proper spelling of my first and last name, correct address, correct social security number, etc. The reason given for not finding my social security information was due to "too many subjects found" (refer to page 2 of 3 of the amended background check). This made no sense, as each social security number is a unique number assigned to each individual. No two individuals have matching social security numbers. The vendor, ******** *********, sent me a letter dated 9/23/15, with their results from the re-investigation they performed and running another background check. Their client, Care.com, was copied in on the correspondence. I tried repeatedly from that date forward to get the social security information corrected, as I feel ******** ********* is (for lack of better words) incompetent at performing the tasks they were paid to do. I have confirmed the correct social security number numerous times with ******** *********, just to make sure we're all on the same page. I have joined other child care sites, paid for background checks, and have had no issue. I spoke to a supervisor at Care.com, Immanuel, both telephonically and via e-mail, who added insult to injury by suggesting I purchase yet another background check from their vendor, ******** *********. Upon trying to explain, ad nauseam, the multiple background checks with the correct information/spelling/etc. has already been performed by this vendor, he continued to regurgitate the same "solution". I asked to speak to his supervisor, or whomever is in charge of him, and was informed (in writing) he was my "final/last form of contact" --in essence refusing me the right to speak to his superior. This experience has been frustrating, to say the least, and has cost me numerous positions due to the social security number issue not being resolved in a timely fashion. In closing, it doesn't make sense for me to pay, yet again, to conduct another background check on myself, when the company they use has all the correct information, and with that still couldn't find the social security number. To perform this background check again is redundant. To attempt to bill the consumer again is unfair.

Desired Settlement: Modify my profile to reflect accurate information forthwith. In addition, having an internal review of if Immanuel is truly suited to be in a position of supervisor, when his customer service skills are lacking, not to mention refuses customers the right to speak to his superior--upon request. His behavior was condescending, to put it mildly. He appeared to have no regard for the issue at hand; essentially offering a "solution" that had already been explored. His suggestion to have the consumer pay twice for the same service, i.e. background check, was appalling, not to mention lacked common sense. Trying to explain to Immanuel that this "solution" was already explored, in which the paperwork from their vendor clearly shows they already have the correct information yet still can't find the social security number, fell upon deaf ears.

Business Response: I would like to apologize for Ms. *****'s frustration with the background check she purchased. When Ms. ***** elected to purchase the check, she submitted all information directly through an online form to have the automated check run through Sterling Information Systems.  All information on these checks is submitted directly by the member.  As stated my Ms. *****, her last name was submitted incorrectly and her MVR information came back with no results.  To assist her, the informaiton was resubmitted so that MVR results would be available on the check. The information was resubmitted and the issue was corrected as stated by Ms. *****.  Her check is correctly showing her MVR and criminal record information.  The Background Check does state that Ms. *****'s Social Security Number was not verified, not that she does not have one. I do apologize, but the check was re-run as a courtesy to assist Ms. ***** with her request and was also addressed by one of our Safety Supervisors at the time in September of 2015.  In addition, our dispute team worked with Ms. *****'s credit card company as a courtesy as well to ensure that her background check, although re-run was only paid for one time even though the incorrect spelling of Ms. *****'s last name had been submitted by the member.  Again, I do apologize for Ms. *****'s frustration with the verificiation process for Social Security Numbers through the automated checks, however it is the responsibility of the member should they elect to purchase and re-run another background check.  Additionally, when a member requests a supervsior review their request, as ******** did in June of this year, her request was honored and she was repsponded to immediately.  Our supervisors are the final point of contact regarding customer service issues.  Ms. *****'s current background check has been available on her profile since it was corrected on 9/12/15 and is set to expire one year from the date it was issued.  If Ms. ***** would like to have it removed from her profile prior to that date, I would encourage her to reach out to us directy.

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. The business, Care.com, is essentially talking in circles in an attempt to deflect from taking responsibility for outsourcing their background checks to a company who apparently seems to be incompetent. They have not rectified the issue at hand, which is the website indicating that my social security number cannot be verified. Every US citizen is given a unique social security number by the SSA; I am no different. Care.com's response discusses how the background check was re-run with the correct information/correct spelling of first and last names, etc., so the question remains...why are they STILL unable to verify a social security number? I ask, rhetorically, why are other background check companies able to run my background check without issue? Why does Care.com's "solution" end up exacerbating the problem, i.e. instead of having a background check w/o a verified social security number, their solution is have NO background check at all. Therefore, making the applicant completely undesirable to potential employers, who can choose from other candidates who are verified and have complete background checks. This "solution" seems to be an easy way for Care.com to not put in the time and effort into resolving this months long issue. I feel the proper solution, and only resolution, would be to reflect a complete background check on my profile, located on the company's website. Regards, ***** *****  

Business Response: Again, I do apologize for Ms. *****'s frustration with the result of the Background check.  Care.com uses third party vendors to offer a variety of background checks that range in comprehensiveness.   The Social Security Number Trace is a search of credit bureau and public records databases to determine what name(s) and addresses are associated with the use of a particular Social Security number. This is not a check of the Social Security Administration's databases.  This information is provided in our help and safety sections on the website and is available to members prior to purchasing a background check. I would encourage Ms. ***** to reach out to us directly regarding her membership.  Additionally, I have personally submitted Ms. *****'s feedback regarding the background check she purchased and the vendor that runs the checks to the appropriate department on her behalf. 

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.  I have already directly contacted both Care.com, as well as the vendor who performs their background checks (******** *********). Care.com has been uncooperative at every step of the process in getting this matter rectified. I don't want to be redundant in explaining again their "solution" to the problem. Please refer to the initial complaint details for that information.Bottom line, a customer should not have to purchase multiple background checks, when the company performing the background check has the correct information already. It defies logic, not to mention is a waste of time and money. If either company wishes to run the check again, that's fine, but not at the consumer's expense.In closing, I am hoping that Care.com, as well as their vendor, work in tandem to get this matter resolved forthwith. I have had the same social security number for decades, have never changed my name, have numerous credit cards in my name, etc. It makes little sense why they can't verify an existing social security number. Regards, ***** *****    

7/12/2016 Billing/Collection Issues | Complaint Details Unavailable
7/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I joined care.com because I receive many emails regarding their advertisement. As I searched the site, I like the fact that I am able to categorize my search by sex. I am a home care agency and my clients are allowed to be specific regarding the caregiver they want taking care of their loved ones. After I signed up for the advertisement, the option to search by sex disappeared. I then sent an email to the customer service dept regarding my issue and she stated that the site has changed and they have deleted that option. I told her that this option saves me lots of time and that was the main reason why I joined the service. I was on a 3 month subscription, Care.com charged me the first month. I asked to stop the service for the second and 3rd month. I was told by supervisor that they cannot stop the next 2 charges. I explained that this was false advertising. I could search by sex before I bought the subscription. After you buy, that option is not available. That's not fair and I don;t want to be charged any more.

Desired Settlement: I want my first charge refunded and no longer be charged for the 2nd and 3rd month. I was totally mislead.

Business Response: I would like to apologize to Ms. *************'s frustration with her Care.com Recruitment Premium Membershiip.  Our Recruiting accounts allow employers to post jobs and search for potential candidates for for their company.  Member's can refine their searches by many different categories, however refining a search by gender is not an option on our Recruiting site for either Free Basic Members or those holding Premium Subcriptions.Our Recruiting Solutions allow member to search by the following criteria only.  The list includes, distance, years of experience, education level, availability, certifications, companion services, languages spoken, last log in, medical services and hidden profiles.  I would encourage Ms. ************* to reach out to us directly regarding an additional questions regarding her Recruitment membership.  Additoinally, I have personally submitted Ms. *************'s feedback regarding the search refinement to the appropriate department on her behalf.  

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.  [If you are rejecting the business's response please enter your rejection comments here.]I have attached a screen shot of the search options.  The response from Csare.com is a bold face lie.  Again, misleasding.  I would like a full refund and no further charges to my cc. Regards, ******** *************    

Business Response: Again, I apologize for Ms. *************'s frustration and confusion with the different search features available through different types accounts.  I have attached a screenshot of the search features available through her recruiting account for her review.  Prior to upgrading to a premium subscriptionsmembers with Basic Free Subcriptions have the option to post a job to preview responses a well as utilizing the search features to determine if they would like to upgrade to access the additional features and contact caregivers.  Although the recruiting accounts do not have the option to search for caregivers specifically, by gender she does have the ability to use the keyword option to enter male or female.  It will refine her search to caregivers of that gender as well as members hwo list in their profiles that they care for that specific gender.  Ms. ************* purchased a 3 Month Premium Subscription which bills in 3 monthy installments.  Her account is set to downgrade at the end of her current billing cycle on 8/28/2016.  I have however, personally submitted Ms. *************'s feedback regarding the functionality of the search options in her recruiting account to the appropriate team on her behalf.  I would encourage Ms ************* to reach out to us directy for assistance with her membership.

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.  [I DONT WANT FURTHER CHARGES TO MY ACCOUNT.  I WANT IT DELETED IMMEDIATELY...] Regards, ******** *************    

7/5/2016 Billing/Collection Issues | Complaint Details Unavailable
6/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started a premium membership in February and I received a notification in March that my account would be charged the monthly fee. Upon receipt of this notification I logged in to my account and downgraded my membership to avoid this charge. The notifications were no longer being sent so I thought the matter was taken care of. Flash forward to June- I checked my credit statement in detail and realized that not only was I charged for March, I was charged for April and May as well. I sent a note to the company through their online system but based on other reviews they don't seem to be responsive in matters relating to billing issues. I am seeking a full refund of $146.97 ($48.99 per month) through care.com and will call my card company to block any further charges from them

Business Response: I would like to apologize to Mr. ****** for his frustration in cancelling his Care.com membership.  When Mr. ****** originally upgraded to the premium subscription he was able to set a reminder as stated that let him know his initial subscription was going to renew.  We have no record of a subscription cancellation during the time stated by Mr. ******.Additionally, when a member sets their account to downgrade at the end of the current billing cycle the immediately receive an email confirmation stating the date that the account will downgrade to the Free Basic Subscription and that they will no longer be billed.  Care.com Member Care Email Support team did receive his request and immediatley refunded Mr. ******'s last charge and cancelled his subscription in accordance with our Refund Policy.  Below is a copy of the transaction for his convenience. ****************** 06/05/2016 05:04:45 CREDIT ******** ($48.99)  ApprovedCare.com is always working to improve the experience for our members.  As such, I have personally submitted Mr. ******'s feedback regarding monthly biling notices to the approriate team on his behalf.  I would encourage Mr. ****** to reach out to us directly for further assistance with his membership.

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.  [I downgraded my subscription when I received the initial payment reminder. Care.com alleged that payment reminders would be sent each month before recurring fee's were charged. This was not the case. Instead payment reminders ceased after I downgraded, but my account continued to be debited. It is part of your business practice to send reminder emails and since that did not happen I am seeking a full refund.] Regards, ******* ******  

Business Response: Again,  I would like to apologize for Mr. ******** frustration with the cancellation of his subscription.  At the time Mr. ****** upgraded, he chose the option to have a reminder sent to him prior to his first subscription renewal.  This reminder is for the initial renewal charge only.  Care.com currently does not send out monthly billing statements.  Ultimately, Care.com members are responsible for managing and cancelling their accounts.  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.Additionally, Care.com takes feedback from our members very seriously and is always striving to provide the best membership experience for them.  I appreciate ******’s feedback regarding our subscriptions and billing practices.  As such, I have personally submitted Mr. ******** feedback to the appropriate department on his behalf.

6/26/2016 Billing/Collection Issues | Complaint Details Unavailable
6/26/2016 Billing/Collection Issues | Complaint Details Unavailable
6/20/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Care.com to report someone who had stolen money from me through a fake account on their website. I was in the process of reporting this person and asking for their help and protection when they told me my account would be closed with no further explanation, I was never allow to register again. This was after I had gone to them in need of HELP not a punishment for something I haven't done wrong. I requested multiple times to be connected with a supervisor, but they claim to have a policy that supervisors do not assist customers via phone, only email. I have done nothing wrong and need my account reinstated for my livelihood and they can't even bother to put a supervisor on the phone.

Desired Settlement: I wish to be contacted VIA PHONE by a supervisor at ***** ********. I also wish to have my wrongfully terminated account reinstated.

Business Response: I apologize for Ms. ****** frustration with her membership with Care.com and experience with the site. 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 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 Ms. ****’s concern.5. Termination of RegistrationIn 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.

6/9/2016 Billing/Collection Issues | Complaint Details Unavailable
6/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I created a profile on this website to seek babysitting jobs. During this process I was asked to pay $69 for MV and background check. I paid for this with my **** debit card. This was on Sunday May 29, 2016. The next morning, less than 24 hours later, I realized that this company had a lot of negative press and was most likely not legitimate. I went to the website and looked for a way to contact the company. It took an extensive amount of research to obtain an email address which also signified that the company was not legitimate. In my email I asked for a refund for my background check. The next day they responded via email saying that the background check had already been initiated and was non-refundable. I never received the results of background check and did not receive a refund for this service. I have since filed a claim with the *** and emailed this company two more times with no response.

Desired Settlement: I want the $69 charge to be refunded to my **** card.

Business Response: I would like to apologize for Ms. *********** frustration with her Care.com membership and the background check that she purchased.  Care.com is a self service website in which caregivers, such as Ms. ********* can actively look for employement.  We offer 24 hour customer support to all of or members and our contact information is located in the Help section under Contact Us.  The background check the Ms. ********* chose is an automated check in which, once the online form is submitted cannot be stopped as it is computerized and run by ******** *********** *******.  Our Member Care email representative did respond and explain this to Ms. ********* when she contacted us.  Additionally, during the email communication, it was noted that Ms. ********* had closed her account prior to being billed for the background check.  Below is a copy of the transaction history for Ms. *********** convenience which shows that only an authorization was run on her credit card.  ****************** 05/29/2016 04:16:01 AUTH_ONLY ****0715 $69.00 ApprovedWith the account closed, Ms. ********* will not be billed for the check.  I would encourage Ms. ********* to reach out to us directly for further assistance with her account.

Consumer Response: 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, ******** *********

6/6/2016 Billing/Collection Issues | Complaint Details Unavailable
6/6/2016 Billing/Collection Issues | Complaint Details Unavailable
6/6/2016 Billing/Collection Issues | Complaint Details Unavailable
6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I became a new member of Care.com to seek employment as a nanny. After creating an extensive profile, collecting multiple reviews from families I have worked for and submitting many applications, I decided to upgrade to premium and add my profile to the "featured section," as they claimed this would increase my chances of getting hired. I also went as far as paying for a criminal background check. In total, this came out to $94. Within less than 24 hours, I received an email saying that my account was terminated, and yes my credit card was charged. I received the following email 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" I was dumbfounded! I did not violate any of their terms or services, so I reached out asking for an explanation. I wrote asking for the reason that my membership was terminated. And this is what I was told: "Dear ******, 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. 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) 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 ***** 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 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." I made clear that I had committed none of the listed violations, so there must be some reason that I was terminated from the site. I called and spoke to a rep who basically said that they can kick me off the site without giving me any reason and there is nothing I can do about it. I am banned for life. I asked to speak to a manager. She said that one would contact me before the end of the day. I later found this in my inbox: "Dear ******, As per your request I have reviewed your case and unfortunately the decision to close you 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 your membership for any reason or no reason, with or without notice. I apologize, but you will not be able to re-enroll on Care.com. If you have any further questions or concerns please 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. Best Regards, Care.com Member Care Supervisor" This was just madness. I tried reaching out to ****** ******* (*****************; @********), the president of the company, hoping that there could be some reason applied to my situation. Alas no, I received this last e-mail: "Dear ******, We have received your concerns addressed to ****** *******, and unfortunately, the decision to close you 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 your membership for any reason or no reason, with or without notice. I apologize, but you will not be able to re-enroll on Care.com. If you have any further questions or concerns please 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. This e-mail serves as our final communication on this matter. Best Regards, Care.com Member Care Supervisor" It feels like I'm just talking to robots that continue to repeat the same thing without: 1. Refunding my money 2. Giving me a proper explanation as to why I was terminated in the first place 3. Allowing me access to their website, ever again. At this point, I no longer wish to do any business with them. They seem to be scammers, as prior to submitting this complaint, I investigated a little bit and found that multiple people had the same issue. Obviously, I'm unemployed, hence why I was using their website. So although, $94 may not seem like much. It is a lot to me right now. I need my money back immediately. I consider this THEFT! I hope you can help me in this matter as quickly as possible, and thank you so much in advance. ****** ********

Desired Settlement: I really want my $94 back immediately. However, I would like that BBB investigates Care.Coms procedures. This is really unfair, and I can't believe it has come to me writing a complaint to BBB.

Business Response: I apologize for Ms. ********’s frustration with her membership with Care.com and experience with the site. 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 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 Ms. ********’s 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. Additionally, Ms. ********’s membership and sitter spotlight fees were refunded back to her.  There are no other charges associated with her account. Below is a copy of the transaction for her convenience. Transaction Id Processed Time Transaction Type Credit Card Amount Response ****************** 05/22/2016 08:53:47 CREDIT ******** ($15.00) Approved ****************** 05/22/2016 08:53:42 CREDIT   ******** ($20.00) Approved ****************** 05/22/2016 06:04:00 PRIOR_AUTH_CAPTURE ******** $20.00 Approved ****************** 05/22/2016 01:54:03 AUTH_CAPTURE ******** $15.00 Approved

6/6/2016 Billing/Collection Issues | Complaint Details Unavailable
5/31/2016 Billing/Collection Issues | Complaint Details Unavailable
5/31/2016 Billing/Collection Issues | Complaint Details Unavailable
5/29/2016 Problems with Product/Service | Complaint Details Unavailable
5/29/2016 Billing/Collection Issues | Complaint Details Unavailable
5/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com continues to advertise my small business against my will and using an unauthorized address on their public website. Most importantly, I do not want personal information to be shared on a public website. I am concerned with safety and security and am very uncomfortable with this act. About 2 years ago, I noticed an advertisement for my business on Care.com. I was surprised because I never approved or made this request. On a number of occasions, I have since tried to contact Care.com via email, phone, and even trying to update the information on the Care.com website myself. For the past year and a half, I have tried to reach someone. I phoned Care.com at ************ several times and spend hours holding each time, only to get a recording and no return call. I sent a number of emails January 14 and 20, 2016 to Care.com only to receive a confirmation e-mail that someone would contact me soon and again no reply. Out of desperation, I accessed Care.com website and "claimed" my personal business then tried to update my business information myself. Still, I had no success. In summary, I never requested to have my business a part of Care.com or be advertised on their website. I have asked on a number of occasions to have my tutoring service along with my personal information to be removed from Care.com or any of its affiliates.

Desired Settlement: Discontinuance of ****** ******** ******** ****** to be advertised on Care.com or any of its affiliates. In addition, I would like for the removal and discontinued use of my personal information on Care.com or any of its affiliates.

Business Response: I would like to apologize for Ms. ****'s frustration with the free business listing of her company, ***** ******** ******** ******. Care.com posts free business listings to our site which are obtained through the internet and public records. We have immediately removed the listing from our website and apologize to Ms. **** for the inconvenience. I encourage Ms. **** to reach out directly to us with any additional questions at careteam@care.com or ************.  Additionally, I have personally submitted Ms. ****'s feedback regarding her customer service experience to the appropriate department on her behalf.

Consumer Response: 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, ******* *********

5/23/2016 Billing/Collection Issues | Complaint Details Unavailable
5/23/2016 Problems with Product/Service | Complaint Details Unavailable
5/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid care.com (and they automatically subscribe you to a monthly billing plan) to be able to post ads on their portal looking for care providers in my area. I tried numerous times, but each time they send me that they have not posted the ad. Basically the service is not working, even though they charged me for it. Even if they fix it, it is too late, I needed this yesterday, or at the latest today. Yet it is still not working. Basically they charged me for a service they are unable to provide.

Desired Settlement: I want my money back.

Business Response: I would like to apologize for Ms. **** frustration with her Care.com membership.  Care.com takes matters of safety and security very seriously and for this reason we require that all members submit complete and accurate information including their full legal first and last name and full permanent street address (number, street, city, state, zip).  Ms. **** job posts were rejected with an alert sent to her each time letting her know the reasons why the post would not be approved.  One of our Care.com Member Care Email Support Representatives assisted Ms. **, refunded the charge and closed the account.  Below is a copy of the transaction for Ms. **** convenience.  I would encourage Ms. ** to reach out to us directly with any questions regarding her membership.5/14/2016    ******************     Refund - ****************** Promo Code: ********* ********    - $31.20        - $0.00    - $31.20    

Consumer Response: 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, ** **

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/21/16, I purchased a criminal background , valid for one year, through Care.com for $59.99. The advertising for the background check that the verification appearing on your profile will make you 5x's more likely to get hired. On 3/28/16, the background check verified status was removed from my profile and was not visible to any members or myself. I contacted Care.com through their website and stated the issue. On 3/29/16, I received two replies 1) first reply did not detail my account's problem and was signed by the Member Care Team, 2) second reply stated the issue was researched and my background was active on my profile and signed by ***** from Member Care. At this date the background was not visible on my profile and the issue was not addressed. On 4/02/16, I wrote again as the background was still not restored and was not visible to any potential employers. On 4/02/16 , I received a reply stating an apology for the background not being currently reflected on my profile and they were in the process of researching the issue, singed by ****** with Member Care. By 4/04/16 the account was not restored and no one from Care.com had contacted me. I again wrote requesting the background be either immediately restored or a refund be given. On 4/04/16, I received a reply confirming the issue was already being handled by team member ****** and they had reached out to their tech team for assistance. My requests for a resolution in the form of the background being restored or a refund were not addressed, and the reply was singed Mary with Member Care. As of 4/05/16 no one from Care.com had resolved the issue or refunded my charge. On 4/05/16 I terminated my Care.com account siting a negative experience as the reason. Criminal background checks and social security numbers are very private. The mishandling and then the inability to properly restore or reply to my many inquiries was not a comfortable experience. I request a full refund of the $59.99 charge.

Desired Settlement: A full refund of the $59.99 background check charge.

Business Response: I would like to apologize for Ms. *******' frustration with her Care.com membership and the technical issue she experienced on her account.  Ms. ******** purcashed a Criminal Background Check and due to a technical issue the badge was not displaying on her profile that she had the check on file.  Ms. ******** was still able to share the results of the check with members when applying to positions or at their request.  The issue was reported to our technical team to to research and resolve.  Ms. ******** closed her account prior to the issue being fixed.  As a courtesy to Ms. ********, I have refunded back the price of the background check purchased.  She should see it reflected on her statement within 3 -5 business days.  Below is a copy of the transaction for her convenience. ****************** 05/06/2016 10:38:45 CREDIT ******** ($59.00) ApprovedAdditionally, Care.com takes feed back from our members seriously.  I have personally submitted Ms. ********' feedback regarding the issue and customer support she received to the appropriate deparmement on her behalf.  

5/17/2016 Billing/Collection Issues | Complaint Details Unavailable
5/17/2016 Billing/Collection Issues | Complaint Details Unavailable
5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a one-year subscription to care.com in April 2015. I used the service for three months, and my account has been inactive since July 2015. Today, I received a credit card statement with a charge of 156.00 for a renewal of my subscription. I immediately downgraded my account to an inactive free account. I also notified care.com that I do not want to renew. I received a response that said that refunds are only provided if the account has been inactive and if I downgrade within 30 days of receiving the charge. My account has indeed been inactive (for nine months) and-- although the charge was dated 35 days ago-- it has been fewer than 30 days since I received the charge on my credit card statement. I understand the nature of a subscription to a service, which is why I was willing to pay for one year of a service that I only used for three months. However, care.com is now requiring me to purchase something (another year's subscription) that I do not want and will not use.

Desired Settlement: I would like care.com to refund 156.00 to my credit card account.

5/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company advertises misleading information on the purchase page. They offer "Background options" as if they have already done some ground work on the people who register to work on this site. There is no "Background Options" just the option to pay for a background check, which you can get from millions of other sites. The people on care.com are not pre-qualified in any way for the type of special needs my father has. I paid the fee, and once I realized the service allowed anyone to register, I called the next day to request a refund and was denied. Very misleading and poor business practice. The payment page should clearly state under "Background Check Options" additional fee applies or provide a direct link to their terms and conditions ON THE PAYMENT PAGE.

Desired Settlement: I am seeking a full remind there is no one on the site who is qualified to take of my father in our area. Additionally, the people have no sort of background checks who sign up for this site. Instead of making the people pay to find care providers, the care providers should have to pay a small fee to have background checks done. These are people who will possibly be in our homes and taking care of the most important things in our lives, our loved ones.

Business Response: I would like to apologize for Ms. ******'s frustration with her Care.com membership.  Care.com is a member based community and not a placement agency.  All members must agree to our Terms of Use upon enrollment.  One precaution we take is to check certain information some members provide us against various databases and other sources for criminal or other inappropriate activity. In addition, our dedicated safety team reviews profiles for suspicious and inappropriate content and investigates job posts, profiles and messages that are flagged by our members as objectionable. While we view these as important initial steps, they are only preliminary checks and do not catch everything; the best safety precautions are the ones that members take, such as utlizing the option purchase a Background Check on caregivers that they are interetested in hiring.  The ability to request, purchase and view a background check ordered on a caregiver is only available to members with a Premium Subscription.Many caregiver's on the site purchase background checks to share with families looking to hire as well.  We also, offer our premium subscribers the ability to purchase a background check add on package, which allows them to request and run unlimited Criminal+ MVR Checks on caregivers.Additionally, I have personaly submitted Ms. ******'s feedback regarding our Background Check options to the appropriate department on her behalf.  I would encourage Ms. ****** to reach out ot us directly with questions regarding her membership.

5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined care.com after seeing commercials for it, and thought it might be a good idea to get exposure for a business that I am trying to start. My credit card is being charged $32.50 per month (since last October, 2015), and I have emailed them up to 4 times asking that I may be released from the remainder of the subscription without being charged, because I have not gotten one job out of it, and I receive email notices of jobs after the job has already started, which is no good to me, or for that matter, the customer. I think they false advertise due to the fact that they make their site sound so wonderful in the commercials, and it is so far from the truth, it's actually pitiful. Since I have resigned myself to the fact that I will not be able to get a refund for the months that I've paid for, though I would surely appreciate it, I can at least file a complaint against them. This is THE worse company to do business with, and I will do my best to discourage anyone, and everyone, from joining up with them because they definitely will NOT get their money's worth, but yet this company is making out taking everyone's money monthly, so they are the ones getting rich, so to speak, and their subscribers are going broke having to pay every month.

Desired Settlement: I would very much like to be reimbursed the $260 that I have already paid to them ($32.50/month since last Oct. 1, 2015 up to May 1, 2016). If this can not be done, I would like an official complaint be reported and noted against this company for reasons stated above.

Business Response: I would like to apologize to Ms. ******'s frustration with her Care.com membership.  Ms. ****** did sign up for an annual subscription which bills monthly for the term she signed up for.  Ms. ****** has reached out to our member care team and they have set her account to cancel at her request at the end of the subscription term Ms. ****** agreed to.  Below is a copy of the billing and refund policy Ms. ****** agreed to upon enrollment with the site for her convenience.Billing and PaymentIf you sign up for a Care.com paid membership subscription, you agree to pay Care.com all subscription charges associated with the plan you subscribe to as described on the Site at the time you subscribe and provide your payment information. You also authorize Care.com to charge your chosen payment provider according to the terms of the plan to which you subscribe. The subscription period and the amount and frequency of the charges will vary depending on the subscription plan you select. Care.com reserves the right to correct any errors or mistakes that it makes even if it has already requested or received payment.To the extent you elect to purchase other Services or product offerings we may offer for a fee, you authorize Care.com to charge your chosen payment provider for the Services and/or products you purchase. You agree that if Care.com already has your credit card on file as a result of prior purchases you have made, we may charge that credit card for the additional Services/products you purchase.Refund PolicyExcept as set forth below or as described on the Site at the time you subscribe, 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 have not used your subscription during the current subscription renewal period and (ii) you downgrade or cancel your membership and request a refund of the most recent charge to your credit card within thirty (30) days of the most recent charge. Any such refunds will apply only to the most recent charge, regardless of how such refund request is made, for example, whether to Care.com or to your credit card company. Additionally, if you are a Care Seeker and you post a bona fide job during your initial paid membership subscription period, we will refund your initial paid membership subscription charge if (a) you do not receive any responses to your first job posting within three (3) days of posting and (b) you contact us within thirty (30) days of your initial subscription charge to downgrade or cancel your membership and have not continued to use your account within that period. 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.Additionally our email support team offered Ms. ****** suggestions and information on how to improve her business profile to assist her in getting the most out of her membership.  However, since Ms. ****** is truly dissatisfied with her membership, we have made a one time exception for her and have cancelled her annual subscription immediately and waived the early cancellation fee as well.  Ms. ****** will no longer be billed.  I would encourage Ms. ****** to reach out to us directly for assistance with her membership.

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.  Regards, ****** ******** ******    

5/8/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: We joined care.com when we lived in *** *****, CA from 1/2015-6/2015. July 1st we moved to ***********, NC and did not need care.com. Me and my husband tried to cancel care.com online. We followed the prompts to do so, but each month we kept getting charged. We tried to call customer service, but there is no care.com number to call on their website!!! Months went by and we were still being charged. My husband forgot his login info., and sent multiple emails through the site, but no one would return his call. When he was able to reset his password once, he cancelled the subscription again, and here we are 9 months later getting charged $40.00 per month. No one will return our emails. We finally found a number to call, but it is long wait times and no one ever picks up. Please help, we do not know what to do!

Desired Settlement: #1. We would like our subscription cancelled #2. We would like a refund dating back to 7/15.

Business Response: I would like to apologzie for Ms. *******'s frustration with her Care.com membership and her difficulty in finding our Member Care Contact information.  Our phone support team operates Monday through Friday from 10am - 6pm EST and can be reached at ************.  Our email support can be reached 7 days per week at careteam@care.com.  Both Members and non members have access to to contact our support teams either through the Help section in their accounts and also as a site visitor from the Help section on the main care.com web page.I do see that Ms. ******* has been in contact with our email support team on with the email address provided in her complaint.  In one, she requested the phone support contact information which was immediately sent to her.  Additionally, in the other case received the representative has reached out to her to assist her in verifying the account that she would like cancelled.  I would encourage Ms. ******* to reach out to either the email representative assisting her or directy to our phone support team so that we may verify the account information and process her request as soon as possible for her.

5/3/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I have cancelled this service now 3 times, and they have continued to charge me and not close my membership from September 2015 on. I want a refund for any charges after Sept. 2015 began. Since it's all online I don't even have proof of cancellation.

Desired Settlement: Refund of additional charges not warranted.

Business Response: I would like to apologize for Ms. *******'s frustration with her Care.com membership.  I was able to locate her account under hte email address provided and verified that she did had a premium subscription on the website.  The last charge that Ms. ******* was billed for in this account was on 9/15/2015.  Below is a copy of the transaction history for her convenience.****************** 09/16/2015 05:45:56 AUTH_CAPTURE            ******** $60.00  Approved****************** 05/28/2015 05:38:13 PRIOR_AUTH_CAPTURE ******** $79.00 Approved****************** 03/18/2015 09:17:23 PRIOR_AUTH_CAPTURE ******** $9.00   Approved****************** 03/16/2015 09:17:21 PRIOR_AUTH_CAPTURE ******** $60.00 ApprovedMs. ******* has closed this account as of 4/21/2016.  We would be glad to assit her in locating any additional charges associated with her account.  I would encourage Ms. ******* to reach out to us directly regarding this matter so that we can assist her directly.  Our Member Care phone support can be reached Monday through Friday from 10am - 6pm EST or our email suport at careteam@care.com which operates 24/7.  

5/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I signed up for care.com after I browsed and never used the account after that. In March I have a charge from them in my account so I closed the account since i never used their serviced or even logged on to their site. I go to check my bank account today and I received another charge from them. I never used their services or account and closed it a month ago. I have the email confirmation to prove it. I WANT MY MONEY REFUND.

Desired Settlement: Want my money back and stop charging someone after they have closed their account.

Business Response: I would like to apologize for Mr. *****'s frustration with his Care.com membership.  I was able to locate and account with the information provided, however there is no billing information associated with it.  As stated, Mr. ***** did close the account as indicated on 3/19/16, and has been in touch with our email support team for assistance.  I would like to encourage Mr. *****, continue to work with the representative directly as they have requested any additional information that may assist us in locating the charge and account for him.  If Mr. ***** would prefer, he can contact our phone support Monday through Friday from 10am - 6pm, EST and our representatives can run an credit card search as well to locate any charge for him. 

5/2/2016 Billing/Collection Issues | Complaint Details Unavailable
4/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My membership was terminated after using the service in precisely the way it is intended. The company says they do not have to tell me why it was terminated, because that is what they indicate in their terms of use policy. They did, however, list ten reasons why most memberships are terminated, and I cannot see how any of those apply to me. I can only assume that some computer software that they use to monitor their system has kicked me out; that some algorithmic malfunction has made me persona non grata. I have been accused of something without being able to respond to the allegation. That is wholly unfair. I did use their system three years ago when my mother was ill, and was very pleased with it. When I went on to place a new ad the system even recognized me--after three years, yet in less than 24 hours after placing a new ad and corresponding with nearly a dozen member providers, the system shut me out.

Desired Settlement: I would like my case reviewed thoroughly by a human being, and if that person still has any valid allegations against me fat they feel warrant terminating my membership, then allow me to personally respond to such. Thank you, **** ****

Business Response: I apologize for Mr. ****’s frustration with his membership with Care.com and experience with the site. 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 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 or concerns, I would encourage him to refer to our Terms of Use. Section 5, which I have included below, provides the exact information pertaining to Mr. ****’s concern.5. Termination of RegistrationIn 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: 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.  Regards, ******* ****    

Business Response: Again, I would like to apologize for Mr. ****’s frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Mr. ****’s feedback regarding his membership and our policies to the appropriate department on his behalf.

4/25/2016 Billing/Collection Issues | Complaint Details Unavailable
4/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Iam a military spouse that was looking for child care while my wife was deployed. I have never been convicted of any felonies or misdemeanors. I have never been charged with any violent crimes or theft or crimes of sexual nature or crimes involving drugs or alcohol. Care.com closed my account saying that I didn't pass their background check. I called sterling systems, and they confirmed that I had not been convicted of anything. The only thing on my record is a failure to return rental property charge that was dismissed in court. There is nothing on my record that warrants me to not be allowed to use their service. Their customer service never gave me a specific reason as to why about my record caused them to close my account. I talked to a lawyer and was legally advised that it was not necessary for me to pay $1000 to get a misdemeanor failure to return rental property case that was dismissed in court, expunged from my record. Care.com closed my accout as if I was a hard felon or criminal. This is how they treat military families.

Desired Settlement: I would like my account services returned and an apology. Iam not a criminal, and have never been charged or convicted of crimes that would warrant closing my account.

Business Response: I would like to apologize for Mr. *******'s frustration with his Care.com membership. Unfortunatel the decision to close his account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension. Regardless of the date or outcome of the case if it still appears on an individuals record according to Section 2 of our Terms of Use this disqualifies the member from using our service.   Furthermore, when Mr. *******'s  account was put under suspension he was provided 90 days to dispute the charge or get the case removed. Since he did not provide us with the required documentation, proving that the case had been removed, his account was closed.I do apologize but Mr. ******* will not be able to re-enroll on Care.com. I would encourage Mr. ******* to reach out to us directly with questions regarding his membership.  Additionally, we take feedback from our members so that we can continually evaluate our practices and features.  I have personally submitted Mr. *******'s feedback regarding this policy to the appropriate department on his behalf.

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 # ********. I contacted this business several times and did get a satisfactory solution to my complaints. My background record clearly shows that the case on my record was dismissed and I was not or have not ever been convicted of any crimes. As I previously stated, I have spoken to an attorney and clarified this information. I'm apologize that care.com has bad practices in dealing with military families and their child care needs.  Regards, ****** *******  

4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I filled out a Care.com profile and paid for a 3-Month membership. My membership was terminated in less than eight hours without justification. Care.com charged my bank for the $62.40 and didn't refund me the money.

Desired Settlement: I want either the account reinstated or refund in the full amount.

Business Response: I apologize for Mr. ****’s frustration with his membership with Care.com and experience with the site. 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 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 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 Mr. ****’s concern.5. Termination of RegistrationIn 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.Additionally, Mr. ****’s membership fee was refunded back to him.  Below is a copy of the transaction for his convenience.****************** 04/05/2016 10:50:26 CREDIT  ******** ($62.40)    Approved

4/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I signed up for an account to help find a babysitter to watch my two young grandchildren for approximately 6 to 7 hours a week. This is critical since my wife, son, and myself need to continue to work to support the household and these 7 hours are the ones where I am left home alone. I work from home, so I would be there to help if there was an emergency, but I need the time to work. I paid for my membership with my credit card, and then I created a babysitter wanted ad using Care.com's forms and procedures. The next morning, my account was terminated with no reason given. NO indication has yet been given on when my money will be refunded. They were quick to cancel my account, but failed to mention the money I spent with them. I would like my money back and an explanation as to why my account was terminated.

Desired Settlement: I would like my money refunded immediately and an explanation as to why my account was terminated.

Business Response: I apologize for Mr. ****’s frustration with his membership with Care.com and experience with the site. 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 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 or concerns, I would encourage him to refer to our Terms of Use. Section 5, which I have included below, provides the exact information pertaining to Mr. ****’s concern.5. Termination of RegistrationIn 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.Additionally, Mr. ****’s membership fee was refunded back to him.  Below is a copy of the transaction for his convenience.****************** 04/05/2016 08:52:18 CREDIT   ******** ($77.76)   Approved

4/16/2016 Billing/Collection Issues | Complaint Details Unavailable
4/16/2016 Problems with Product/Service
4/16/2016 Advertising/Sales Issues
4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company advertised my private information to where others could see my contact me saying they were looking for a sitter which turned into a scam that cost me 15,106.88 that I did not have and still don't have.

Desired Settlement: Track down the scammers and/or refund the $15,106.88

Business Response: I first would like to thank Ms. ****** for reaching out to us with her concerns regarding her membership.   We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible.   Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process.  At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially.  If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions.   Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work.  Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with.  Never accept advance payment from a family or individual without having first met them and gone through the interview process.  Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them.  Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks.  Care.com checks provided information on it's members for criminal or other inappropriate activity.  We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use.  I would encourage Ms. ****** to reach out to us directly to us with the specific information regarding this situation.  We take safety very seriously and want to be able to report this directly to our Safety Team on her behalf.  Our Member Care Phone Team can be reached,  Monday through Friday from 10am – 6pm EST and our Email Team can be reached 24/7 at careteam@care.com. 

4/15/2016 Billing/Collection Issues | Complaint Details Unavailable
4/15/2016 Billing/Collection Issues | Complaint Details Unavailable
4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I first joined this site it was good. I had filled out a few applications, just hoping to get a few side, night time jobs here and there. I had nothing on the site except my phone number, which I didn't even know was visible. I was, still have the free account only because as I said this is just something to do on the side, so there are no background checks done, pictures, references or anything. I then started to get text messages from random people sating they got my number from care.com and I HAD to take care of their dog(s) or kid(s). There were quite a few of them. I emailed care.com and got a response back telling me that the safety team would be looking into it. That on March 3rd. In the message I gave all the messages, phone numbers, what they said, as well as an email (that I was supposed to respond to). I had also noticed that I wasn't getting any responses from the applications I had submitted. Another girl responded to me and told me I have no pictures, references, or real info on my page and that could be why. I explained to her that I am in a part of a possible scam/identity issue from the site where I am getting text messages from random people and do not want that info out. The case was then passed to a THIRD person, who had nothing new to say. Then passed it to a FOURTH person who was a part of the "safety team" who basically just said "sorry. We will contact you if we have any questions." That was on March 17, 2016. I sent a reply back to them asking what was going to be done, for me and the case shortly after receiving the email. No sooner did I send the email, I got another Scam text from someone saying I needed to take care of their golden retriever they got my info from care.com.... I emailed them back saying I had gotten another text and asked again what they were going to do about this. I had waited till March 23, 2016 where I sent an email telling them that if I had not heard from them by March 24, 2016 I would be making a complaint against them. I have not heard from them.......... Four people later, quite some time later, and a few suggestions that I will be making a complaint later and gave them a deadline. The complaint is made.

Desired Settlement: I would like care.com to pay for a new cell phone as well as a new phone number. Then perhaps this will end. I also want to know what is being done with this case. Is care.com contacting these people, are they making their site safer? What is going on. Also for the customer service people to do their job and actually get back to someone in a timely manner.

Business Response: I first would like to thank Ms. ******* for reaching out to us with her concerns regarding her membership. We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process. Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks. Care.com checks provided information on it's members for criminal or other inappropriate activity. We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use. Ms. ******* has already reached out to our email support regarding her concerns and they have been communicating with her regarding it. I would encourage Ms. ******* to reach out directly to us with any additional questions or concerns she may have with her membership.

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.  Regards, ****** *******    

Business Response: Again, I do apologize for Ms. *******'s frustration with the texts she is receiving.  After reviewing her account I do see that she has been responded to on an ongoing basis regarding this issue.  Care.com does take safety very seriously and monitioring the site for safety is something that occurs 24 hours per day/ 7 days per week.  The phone number that Ms. ******* had displayed on her profile  has been removed and no longer visible to other members.  I would like to thank Ms. ******* for providing us with the specific information regarding thiese texts.  Should our Safety team need any further information regarding her  report from Ms. *******, they will reach out to her directly.  I would encourage Ms. ******* to reach out to us directly with questions regarding her membership.

Consumer Response: Responded to on an ongoing basis. Please don't make me laugh. These are the last messages from someone in the safety team. I am taking this straight from my email to Care.com It is a file attached. This is all anyone has ever told me, and I spoke to a few different people and then they don't even have the decency to actually respond to me so I went here! I said I would and nothing was done. The last time I heard from someone was because I informed the feedback team that I had made a complaint. I am about to go to news media about this to warn people that this site is not safe. On top of it the last time I heard from anyone was from ******* On March 29,2016 at 8:56 AM this is the last email I got.::::Hi ******,I have reviewed the messages you have sent to us at Care.com, and am sorry to hear about the unwanted text messages you’ve received from unknown individuals. As previously mentioned, I want to assure you that your concerns are very important to us, and that they have been documented and reviewed for appropriate action. If we require any additional information from you at any time, we will reach out to you. The safety of our members is a top priority for us, and we are doing our best to keep our online website as safe as possible. I would also encourage you to check out our Safety Center, for additional tips on how to keep yourself safe. Best Wishes,*******Care.com Member CareTell us how ******* did. 3 questions, 15 seconds. 1 very grateful company.Care.com Case Tracking Information (please do not delete):Case Number: ******************Case Thread ID: This is like a police officer saying "I am sorry that the bad guy who just broke into your house. I guess we will look for him. Call if you see him again"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.  [If you are rejecting the business's response please enter your rejection comments here.] Regards, ****** *******    Hi ******, I have reviewed the messages you have sent to us at Care.com, and am sorry to hear about the unwanted text messages you’ve received from unknown individuals. As previously mentioned, I want to assure you that your concerns are very important to us, and that they have been documented and reviewed for appropriate action. If we require any additional information from you at any time, we will reach out to you. The safety of our members is a top priority for us, and we are doing our best to keep our online website as safe as possible. I would also encourage you to check out our Safety Center, for additional tips on how to keep yourself safe. Best Wishes,*********Care.com Member Care Supervisor Care.com Case Tracking Information (please do not delete): Case Number: ****************** Case Thread ID:Hi ******, I have reviewed the messages you have sent to us at Care.com, and am sorry to hear about the unwanted text messages you’ve received from unknown individuals. As previously mentioned, I want to assure you that your concerns are very important to us, and that they have been documented and reviewed for appropriate action. If we require any additional information from you at any time, we will reach out to you. The safety of our members is a top priority for us, and we are doing our best to keep our online website as safe as possible. I would also encourage you to check out our Safety Center, for additional tips on how to keep yourself safe. Best Wishes,*********Care.com Member Care Supervisor Care.com Case Tracking Information (please do not delete): Case Number: ****************** Case Thread ID:Hi ******, I have reviewed the messages you have sent to us at Care.com, and am sorry to hear about the unwanted text messages you’ve received from unknown individuals. As previously mentioned, I want to assure you that your concerns are very important to us, and that they have been documented and reviewed for appropriate action. If we require any additional information from you at any time, we will reach out to you. The safety of our members is a top priority for us, and we are doing our best to keep our online website as safe as possible. I would also encourage you to check out our Safety Center, for additional tips on how to keep yourself safe. Best Wishes,*********Care.com Member Care Supervisor Care.com Case Tracking Information (please do not delete): Case Number: ****************** Case Thread ID:

4/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a premium membership due to the number of providers that were supposedly available during the timeframe that I need. However, once I reached out to all of the providers, none of them were actually available for the services they had listed. Other providers didn't even bother to respond. I contacted Care.com for a refund, they refused, and stated they "encourage providers to update their schedules." Further questioning failed to reveal how they "encourage" them to do so. They advertised a service that they failed to deliver. The sitters were unavailable for babysitting at all, let alone during their scheduled hours.

Desired Settlement: I'd like a full refund, including the extra $20 I paid for the option of unlimited background checks. Obviously, they won't be needed since they don't actually have anyone available as advertised.

Business Response: I would like to apologize for Ms. **************'s frustration with her Care.com Premium Membership.  Unfortunately, we cannot guarantee that each family will find the perfect caregiver which is why we offer the Free Basic Membership to get started. With this initial membership we allow families to evaluate the caregivers on the site by posting a job, receiving applications, and previewing profiles. Once an account has been upgraded to the Premium Membership, members are granted complete access to our service and the ability to contact caregivers on the site.  We do encourage caregivers to updated their availaiblily with calendars that need to be updated on a regular basis.  Additionally, we also provide individuals looking to hire, the ability to post reviews on the caregivers as well.  Ms. ************** did not post a job through her account, which we encourage all members to do, as caregivers available during those time frames will apply if  their schedule matches.  I do apologize that Ms. ************** is not finding what she looking for but we cannot refund the subscription because she has in fact utilized the service.  Additionallly, Ms. ************** is actively using her account to look for an individual to provide housekeep services.  I would encourage Ms. *****-******** to reach out to us directly for assistance with her account.  Care.com is continually evaluating our site and services in a effort to improve the experience for our members.  I have personally submitted Ms. **************'s feedback regarding caregiver schedules to the appropriate team on her behalf.

4/11/2016 Billing/Collection Issues | Complaint Details Unavailable
4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/22/2014 I made a one time membership payment with my credit card to care.com as I have done in the past and also downgrade so that I wouldn't be charge. Well! the card that I made the purchase with is my emergency saving cards, one that i barely use. I happened to make a purchase at a store in March 2016 and went to check my account because I had to swipe my card twice, just to make sure I didn't pay twice for the item. Unknown to me I saw care.com have been deducting $20.00 from my account since 1/4/2015-3/28/2016, and to make matters worst I haven't used the services since then. I contacted care.com several times asking for a refund of my $300.00 and they refused, stating that their policy states that members billing will continue until cancel, which is untrue. Members don't even see the find print of the policy when you go to pay the membership fee. I have checked **************.com and r***********.com and read where tons of people have the same problem where care.com have automatically deduct money from their account without a reminder or notice of payment. The care.com service is totally ripping members off.

Business Response: I would like to apologize for Ms. *****'s frustration with the Care.com com premium subscriiption that was purchased.  I was able to locate an account under her sister' s name which had been upgraded to a premium subscription back in January of 2016.  The auto renewal feature is made clear to all members upon upgrading and is also agreed to through our terms of use.  ****** *****, reached out to our email support team in regards to this biling issues.  All charges back to the initial subscription purchase were refund as a courtesy to Ms. *****.  Below is a copy of the transaction history for Ms. *****'s convenience.  I would encourage her to reach out to us directly with any questions regarding her Care.com membership.****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********

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.  Regards, ****** *****I want to thank care.com fro refunding me the unauthorized payments that they took. I hope in the future they do like other businesses and remind members that money will be debit from their account so they can put a stop to it if its not authorize.

4/6/2016 Advertising/Sales Issues | Complaint Details Unavailable
4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I logged into my account after losing my caregivers' phone number with a phone upgrade. I searched and searched their website for their customer service number and could not find it. I finally found an archived forum post to which they had blocked their number until someone entered it using word format (one seven, etc.). When I called and explained that I can no longer access the messages with the phone number that I had paid for, I was told too bad that once my account went back to a basic status I wasn't allowed to access the messages I had already paid for. I asked to speak with a supervisor immediately and they refused to allow me to speak with a supervisor and continued to rattle off a protocol. I asked for their name and could not understand it. I asked for them to spell their name and they said it so fast I couldn't hear anything they said clearly. I told them to stop and that I am not speedy Gonzalez and there is obviously a language barrier and that they need to slow down. I don't even know if it was a man or a woman. The only thing they gave me was DAR. I asked if there was an ID number that they use to identify themselves with or a last initial. They refused to provide any identifiers so that when I speak to corporate or a supervisor, they can be identified.

Desired Settlement: I want to be able to access the messages that I have already paid for. I should be able to access paid messages at my convenience regardless of my billing status. I cannot send new messages or read any new messages and that is fine. I don't want to use their service ever again, I just want to be able to contact my caregiver and I cannot because I no longer have their number since my phone was upgraded!

Business Response: I would like to apologize for Ms. ****'s frustration with her care.com membership and finding the contact information for our Member Care Phone Support.  We do offer both email and phone support for our members.  This information can be obtained through the Contact Us link in the Help section of an account.  Our phone support is availabe Monday through Friday from 10am - 6pm EST at ************ and we offer email support 24/7at *****************.Care.com offers both a Free Basic Subscription and a Premium Subscription for our members.  The Premium Subscription allows members full access to the site, which includes the ability to message caregivers and view any contact information and Background Checks shared.  Once a member downgrades back to a Free Basic Subscription, all job posts and email correspondence is saved for future use, but they no longer will have access to the contact information shared.   Once a member upgrades to a Premium Subscription, all saved information will become visable for them for immediate use.  Ms. ****'s request to have a supervisor review her case was granted.  Once a member requests a supervisor the case is submitted directly to them.  The supervisor reviews all cases and responds backe either by phone or email in the order each request is received usually by the end of the current business day.  We take feedback from our members in an effort to improve their experience.  As such, I have personally submitted Ms. ****'s feedback regarding the subscriptions and our supervisory review process to the appropriate deparments on her behalf.

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 # ********. .  My request to speak to a supervisor was not granted. I required immediate assistance as I needed to be able to get in touch with the sitter that I had hired immediately and was unable to because as I had mentioned, I had gotten a new phone and some of the contacts were missing during the transfer. I find that it is unacceptable to block information that was already paid for. It is a poor business practice and I again refuse to ever use care.com again. The customer service personnel were difficult to understand and when requesting to speak to someone else that I could perhaps understand, I was denied that right. Your response is inadequate in addressing my situation. Regards, ****** ****  

Business Response: Again, I would like to apologize for Ms. ****s frustration with her customer service experience.  When a member requests a supervisor, their request is reviewed in the order in which it is received.  A supervisor will respond back ether by phone or email after reviewing the case ususally within the same business day.  As explained to Ms. **** by the representative that she spoke with, that the contact information was saved in her account and would become immediately available upon upgrading to a premium subscription.  Care.com is always evaluating it's practices and takes feedback from our members as a way of improving.  As such, I have personally submitted Ms. ****s feedback regarding our subscritions and supervisory review process to the appropriate department on her behalf.

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 # ********. .  I have no further comments. I can clearly see that the issue will not be resolved, however, hopefully the company will re-engineer their customer service model. Regards, ****** ****  

4/5/2016 Problems with Product/Service
3/26/2016 Billing/Collection Issues | Complaint Details Unavailable
3/25/2016 Billing/Collection Issues | Complaint Details Unavailable
3/24/2016 Billing/Collection Issues | Complaint Details Unavailable
3/22/2016 Billing/Collection Issues | Complaint Details Unavailable
3/22/2016 Problems with Product/Service | Complaint Details Unavailable
3/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I finished my permanent change of station (PCS) and needed a nanny I went to the Care.com to start a subscription, like I've done after a past PCS. I found care within 8 days. I cancelled my subscription at the end of January just in case the Nanny did not work. I noticed at the beginning of February my account had a pending subscription payment for the 7th of February. I went on the website and cancelled my subscription again that day on the 6th February and logged out of the website. I assumed I may have cancelled the subscription incorrectly. Today March 6, 2016 I noticed another pending payment for Care.com and I am sure I cancelled my subscription last month. Now I am just peeved. I understand that it is the business of others to take advantage of people like myself by requiring a ridiculous amount of money to use a social network and I have no respect for those types of businesses. Unfortunately I also have limited resources in the state of Alabama. Since you are so bent on your money keep the February payment, but that March payment needs to be refunded as soon as probable.

Desired Settlement: This company needs to refund my account for the month of March. I am tired of terrible businesses taking advantage of people online. The fact that military personnel PCS every 3 years does not give anyone the right to take advantage of the situation.

Business Response: I would like to apologize for Ms. ****** frustration with her Care.com membership and the auto renew feature on our subscriptions.  I was able to located an account under the email address provided by Ms. ****, which had no billing information associated with it.  I located an account with the premium subscription under the email address of ********************.  In accordance with our refund policy, I have refunded back the two renewal charges and cancelled the subscription at her request.  On 2/6/2016, Ms. **** closed the account under her ***** address, which had no billing history in an act of good faith to cancel her subscription.  As such, she was eligible for a refund on both renewal charges.  Additionally, I have downgraded her account to the free basic subscription and she will no longer be billed.  Below is a copy of the transaction for her convenience.  The refund, although processed may take 3-5 business days to be reflected on her statement.  I would encourage Ms. **** to reach out to us directly for assistance with her account.****************** ********** ******** ****** ******** ($39.00) Approved****************** ********** ******** ****** ******** ($39.00) Approved

3/21/2016 Billing/Collection Issues | Complaint Details Unavailable
3/13/2016 Billing/Collection Issues | Complaint Details Unavailable
3/11/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Problems with Product/Service
3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for 1 month of advertising on care.com for petsitting. I authorized 1 payment on my debit card for the 1 monthly payment of $19.00. At the end of the month I canceled my account using their canceling prompts, and was told that all my information was gone and deleted, according to the website. The following month my debit card was charged again. I sent a message to care.com, and received an automated email saying my message was received and would be reviewed. Nobody ever responded. The month after that (3rd month), my debit card was charged again. Again, I sent a message, no response. My complaint is that there is no way to contact this company. They do not list an email address, phone number or fax number. The only way to contact them is through sending a message on their site. However, it is there policy to not respond. I called my bank and had to put a stop payment on my debit card to this company and am currently disputing the last two unauthorized charges. This company is unprofessional and I want my money back!

Desired Settlement: I want the last two unauthorized charges of $19/each to be refunded via a check in the mail. I will not allow them to touch any debit cards of mine. The total amount to be refunded is $38.00.

Business Response: I would like to apologize for Ms. ******* frustration with her Care.com membership and  subscription she purchased.  I was able to locate an account with the email address provided by Ms. Keefe.  She has been in touch with our email support team and they are currently assisting her.  At this time, the email address provided brings up an account which has no billing information associated with it.  Our representative has responded to Ms. ***** requesting additional information to assist her in locating the account and charges.All member's have access to our email support team through the website 7 days per week.  Additionallly our Member Care Phone Support Team at ************, Monday through Friday from 10am - 6pm EST.  The contact information for our support teams can be located in the Help Section of a member's account under the category of Contact Us.  I would encourage Ms. ***** to reach out to us directly either through the email support case that she has already started or she can call us for assistance.

Consumer Response: I apologize. I accidentally put the wrong company in here. It was **********com.. Please disregard my previous complaint. Regards, ****** *****

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I posted a housekeeping job opening a week ago on www.care.com thinking it was a free service. To be able to respond to a prospective applicant you need to pay a membership fee of $39/month. After one applicant responded to my job offering I had no choice but to pay and contact the applicant. The applicant never contacted me back and I contacted care.com to get a refund and to cancel my subscription immediately. I used the paid service for a few hours and was not satisfied at all. It seems like a bait and switch tactic to get people's money, for all I know the applicant does not exist. I got a response from care.com that they do not refund anything per their terms of service.

Desired Settlement: Any legitimate business should over a refund if expectations of services are not met. I would like a refund as I never got any kind of real service and did not use the web site but for a few hours.

Business Response: I would like to apologize for Mr. *****'s frustration with his Care.com membership.  Care.com offers two different subsctiptions.  The Free Basic Subscription allows a family to post a job, preview responses and search caregivers prior to purchasing a Premium Subscription.  The Premium Subscription allows members the ability to contact caregivers through our messaging system and share contact information. Additionally, they can set up interviews and request background checks as part of their hiring process.  I do apologize to Mr. *****, but we cannot refund the charge because he has utlized Premium Features.  Mr. *****'s account has been set to downgrade at the end of his current billing cycle on 3/22/2016.  I would encourage Mr. ***** to reach out to us directly with questions regarding his membership.

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.  I did not utilize the premium features of the membership. What good does it do if as a free member you cannot contact a prospective housekeeper? This operation is a scam. Regards, ***** *****    

Business Response: Again, I would like to apologize for Mr. *****'s frustration with his Care.com membership.  The Free Basic Subscription allows a family to post a job, preview responses and search caregivers before making the purchase of a Premium Subscription which allows members the ability to contact caregivers through our messaging system as well as the additional features listed in the previous response.I do apologize to Mr. *****, but we cannot refund the charge because he has utlized Premium Features by contacting members through our system.   I would encourage Mr. ***** to reach out to us directly with questions regarding his membership.  Care.com takes feedback from our members so that we can improve the experience for them.  As such, I have personally submitted Mr. *****'s feedback regarding outr subscriptions to the appropriate department on his behalf.

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. Again, I have not contacted anyone on this site as no one was to be contacted. Apologies are easy to make. If care.com does not want to refund my $49, I do not need any more apologies. They are running a scam. Regards, ***** *****    

3/1/2016 Billing/Collection Issues | Complaint Details Unavailable
3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribed to Care.com when I was looking for a babysitter. I found plenty of candidates, interviewed some and decided to run background checks on two I really liked. I had the premium subscription that included criminal and MVR checks in additon to the basic one they offer. I went through the process, the candidates approved the checks being run and one has not come back yet (it was originally requested on 1/10/2016 and it is now 2/9/2016). These checks are suppose to be returned within 7-10 business days. The second one was approved and run, then the candidate gave permission for me to view it, but I was never able to. Both myself and the candidate submitted emails to customer service asking for help in resolving this and we were both ignored. I had to ****** a customer service number (couldn't fin one on the website at all) and when the customer service person was completely useless. I had to be added to a supervisor queue and was told that I might be ale to get a free month and could resubmit the background checks (ANOTHER 10 BUSINESS DAYS). In the meantime, I am out the money I spent in the first place and no closer to having MUCH NEEDED child care. I am still awaiting the supervisor call back, but this whole thing is ridiculous feels very much like a huge rip off.

Desired Settlement: honestly, at this point I want both a refund and the reports I was promised.

Business Response: I would like to apologize for Ms. ******'s frurstaration with her Care.com membership and the Criminaly+ MVR background check delay she is experiencing.  There has been a delay in one of the background checks that Ms. ****** requested.  Our Safety Team has reached out directly to the company running the checks and has requested an expedited request on this check as it is taking far longer than the 3 - 10 business days that the check results are usually returned in.  In the second check, Ms ****** was granted access to view the results of the check, but the caregiver removed access to it which is why Ms. ****** is unable to view the information.Our Member Care phone number is available through the Contact Us option through the Help section of their accounts.  We offer phone support at 877-227-3115, Monday through Friday from 10am - 6pm EST and 24/7 email support at careteam@care.comAs a courtesy to Ms. ******, I have refunded her subscription charge and upgraded her to a free month of Premium Subscripiton so that she will be able to view the results when they come in at no additional cost to her.  Below is a copy of the refund transaction for her convenience.  I would encourage Ms. ****** to reach out to us directly with any additional questions regarding her membership.****************** 02/19/2016 12:09:36 CREDIT NO ******** ($37.00) Approved****************** 02/19/2016 12:09:30 CREDIT NO ******** ($20.00) Approved 

2/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not gotten any responses and I have sent tons of them in . I amy get a response or two and they are worded the same way . I got in touch with someone supposedly a customer and they answered and said they were only on here for one day,she would have to check with her husband ,and that she liked my profile ,and with in seconds she answered me again ,and said they found someone . I had answered a few others and my crudentials are great ,but they never checked my STAT.And they answered me back saying I was not exactly what they were looking for and how could they know they never even went over my profile . Care.com asks for pictures of who is looking for work or needs help and the majority of Appts. do NOT have pictures and NEVER an answer from anyone when I send my response to them ,. I dropped down to free profile and I NEVER got one response. I upgraded to 20.00 again an still no answers .Only one I got and that was the one I talked about at top of my letter here. I just feel something fishy is going on , I feel they hold your responses back or most of these people don"t exsist as they have NO pictures of them selves on care.com ad. I spend hours an my time on ere looking for a job it should be better than this . They are doing something fishy

Desired Settlement: I would like my experience as a care giver to get a job with these people as they are suppose to do .And for them to be honest or shut down which ever is suitable .And stop taking the persons hard earned money that is trying to make a living

Business Response: I would like to apologize for *** ********** *rustration with her Care.com membership and the response from families on her applications to their job posts.  The families on the site are actual members who enroll either with a Free Basic Subscription which allows them to post a job to see how many applicants apply and search our database prior to purchasing a Premium Subscription which allows them to directly respond to the caregivers applying for their job. The response Ms. ******** is referring to in her complaint is a templated response Care.com has provided to families to let care givers know that they will not be considering them at this time.  Based off of feedback from the caregivers on the site, we added this feature to encourage families to respond, but we cannot send the response for the families.  The response Ms. ******** received from a family was regarding a Back Up care job that was a one time occurance.   In these situations individuals can look for a caregiver for an immediate need and they make decisions very quickly.With Ms. ********'s Premium Subscription she has extra marketing benefits above and beyond the basic subscription.  She is listed as a Featured Caregiver, she receives priority job alerts, can see who has viewed her profie, can proactively reach out to families and is featured in the search results. Additionally, Care.com has a feature to help members increase their profile strength.  Our Member Care team would also be glad to take a look at her profile to offer suggestions that may  help to increase the responses she receives to her applications.  We offer 24/7 email support at careteam@care.com or phone support M - F, from 10am - 6pm EST at 877-227-3115. I would encourage Ms. ******** to reach out to us directly for assistance with her membership.

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.  [If you are rejecting the business's response please enter your rejection comments here.] Regards, ***** ********  

Business Response: Again, I would like to apologize for Ms. ********'s frustration with her Care.com membership and the lack of response from families to her applications.  Unfortiunately we cannot guarantee that individuals will find employment on the site, but rather provide them with the opportunity to create a profile, apply, interview and hopefully find the care job they are looking for.  I would encourage Ms. ******** to reach out directly to us regarding her membership.  Our representatives would be glad to review her profile and offer suggestions to get the most out of her membership.

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.  I am rejecting this their excuses are always the same , they never have a valid excuse ,there is nothing more I can do and I should be able to find a job on their site with 252 messages that i have sent and 165 caregivers .And when they do respond back as I said before they don't even look at my stat to turn me down ,they just say " sorry you do not meet our qualifications and good luck in your in your search , its too format the answers do not even make sense as they never even looked my info over  Regards, ***** ********    

2/26/2016 Billing/Collection Issues | Complaint Details Unavailable
2/25/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/22/2016 Billing/Collection Issues | Complaint Details Unavailable
2/22/2016 Billing/Collection Issues | Complaint Details Unavailable
2/20/2016 Billing/Collection Issues | Complaint Details Unavailable
2/19/2016 Billing/Collection Issues | Complaint Details Unavailable
2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a member on Care.com as a Professional Nanny looking for a job. I have had my Care.com account since August 2015 but have not really used it until recently due to needing to find work since the current family I nanny for no longer needs me since the mom is staying home full time to home school her children. I had an email from Care.com stating they terminated my membership this morning and are able to do so without any reasoning. I responded asking for some clarification, as I truly have not done anything unethical or wrong in my application process and interviewing with other member's of Care.com. I asked for some additional information and for a number to speak with someone as I feel my account was unjustly shut down. Care.com responded that I previously held an account with them and that account was closed. That is inaccurate information. This is my first and only account with Care.com and has never been shut down previously. I have been actively applying and communicating with families looking for a nanny throughout the last couple weeks. I had a member looking for nanny request to run my background check and MVR report. I approved the process and my results came back yesterday and that specific member "**** *." requested to view the background and MVR reports. I tried giving him access, since he did pay for the reports to be ran but Care.com would not allow it because another member was running an additional background check on me. Since **** *. had paid for the report, I did not see any harm in copying the report results and responding in a message with the information. I let him know that as soon as the Care.com website would allow, that I would give him access to view actual report. Care.com sent an email at 10:15am this morning stating that I was not to share that information via messages, that the members can request directly through the website. 20 minutes later I received an email saying my membership with Care.com was terminated. I asked for some information because I truly do not feel I did anything wrong. I had apologized for sending the member the background and MVR details, but did let Care.com know that it was only to the member who had paid to run those reports on me. I feel this is extremely unjust when I truly have not done anything wrong in my processes with Care.com. I cannot get anyone to talk with me and have asked them to reconsider shutting my account/profile down and they stated in their email that "Unfortunately, you are not eligible to use the service. This decision is final and irreversible. No exceptions will be made to these terms." As I was researching Care.com online to find a customer service line to talk with someone, I came across a message board of this happening to quite a few people, without any type of explanation. I feel this is definitely a discrimination and want to bring it to the attention of the Better Business Bureau to hopefully shed some light to the public and fix this discrimination. If I had truly done something wrong and deserved for my account to be terminated, I would take responsibility and move forward, however, I do not feel this is right and it clearly has not only hurt my job search but many others according to this website/message board: ************************************************** I can provide all emails between Care.com and myself to show the interaction and lack of follow through and explanation provided from Care.com. I have not been able to reach them via telephone, as the only number listed is just recordings, no option to speak to a member service representative.

Desired Settlement: I would like for them to reconsider shutting my account without any type of explanation. More than anything, I would like for them to be held accountable for not only doing it to me but many other job seekers who seem to not know what they did wrong to have their accounts closed. I would like to make this information public for others to see what exactly is happening.

Business Response: I apologize for Ms. *****’s frustration with his membership with Care.com and experience with the site. 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 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 Ms. *****’s concern.5. Termination of RegistrationIn 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.

2/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon reconciling my year end banking records it was noted that care.com was withdrawing a monthly fee for premium services that was not requested totaling $234. After the initial 30-day period I cancelled the online services because the necessary care for my children was found and services were no longer needed. On Jan 16, 2016 I could not locate a customer service phone number to contact a representative therefore I filled out the "contact us" form online. A case number was provided in a confirmation email. On Jan 17, 2016 I received an email of apology stating that I was not aware of their automatic renewal feature which is noted on their enrollment page and under terms and agreement. I then responded on Jan 17, 2016 stating my understanding of how care.com works because I have used it successfully in past years. I stated that I did in fact cancel after the initial 30-day period and with research verify that I did not utilize the account after. I requested for the unauthorized charges be refunded to my credit card. As of today, Jan 27th I have not received a response from care.com.

Desired Settlement: Refund of $234 for months of premium service charged after cancelation.

Business Response: I would like to apologize for Ms. *********'s frrustration with her Care.com membership.  Once a member sets the account to "downgrade" back to the Free Basic Subscripiton they receive an automatic email confirmation located in the Alerts Section of their My Messages for their records.  Ultimately it is the responsibility of the member to cancel their subscription.  We have no record of a subscription cancellation in Ms. *********'s account during the timeframe indicated.   Additionally, Care.com offers both email and phone support for our members with the contact informaiton located in the Help Section of a member's account.  Our phone support operates Monday through Friday from 10am - pm EST and our email suppor is 7 days per week.   Our Membercare Email suport team has been working with Ms. ********* and I would encourage her to reach out to us directly with any questions regarding her membership.

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.  It was stated I set my membership "back down to free subscription" which is a false statement. After the 30-day period I cancelled my subscription not downgrading the membership. I have successfully utilized care.com twice prior to the most recent sign up and understand fully how to navigate thru the site including cancellation. I indeed cancelled my membership as stated in my complaint. Furthermore, in correspondence with care.com via email a phone number was not provided to speak with a customer service representative. I am requesting a refund as mentioned in my initial complaint as I am a loyal customer and plan to utilize the services in future years to come. Regards, ******* *********    

Business Response: Again, I would like to apologize to Ms. ********* for her frustration with her Care.com membership.  We have no cancellation of a Premium Subscription in the time frame stated.  Upon cancelling a subscription, a member receives an automatic email confirmation of the action taken, located in the Alerts section of their My Messages.  Our Member Care contact information is made availabel to our members in the Contact Us Section on the website.  Our email support operates 24/7 at careteam@care.com and our phone support is availabel Monday through Friday from 10am - 6pm EST at ************.  Below is a copy of our Refund Policy, which Ms. ********* agreed to upon enrollment on the site.8.3 Refund PolicyExcept as set forth below or as described on the Site at the time you subscribe, 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 have not used your subscription during the current subscription renewal period and (ii) you downgrade or cancel your membership and request a refund of the most recent charge to your credit card within thirty (30) days of the most recent charge. Any such refunds will apply only to the most recent charge, regardless of how such refund request is made, for example, whether to Care.com or to your credit card company. Additionally, if you are a Care Seeker and you post a bona fide job during your initial paid membership subscription period, we will refund your initial paid membership subscription charge if (a) you do not receive any responses to your first job posting within three (3) days of posting and (b) you contact us within thirty (30) days of your initial subscription charge to downgrade or cancel your membership and have not continued to use your account within that period. 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.

2/19/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/19/2016 Billing/Collection Issues | Complaint Details Unavailable
2/19/2016 Billing/Collection Issues | Complaint Details Unavailable
2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an email on 1-26-2016 from care.com member services that my account was terminated. I thought it was a mistake or spam, so I called the phone number that I found online. The representative confirmed that my account was terminated and that they are "under no obligation to inform me of a reason for termination." When I requested to speak with a manager, they simply told me to respond to the email that they had sent with that request. Based on the number of similar complaints I have just read online about care.com member services, I am not hopeful that I will receive any further assistance or resolution from the company. I have also seen that care.com responds to most complaints with the same response; that they can terminate any member with or without reason at any time. I understand that their terms of service outline that they do not have to provide a reason for terminating an account, however, that doesn't make the policy fair or reasonable. On the contrary, removing a long-time member in good-standing without any reason (and without any explanation) feels discriminatory and unjust. At the very least, a member who requests a valid reason for termination of an account should be contacted by a supervisor and given a reason. I am also concerned that someone may have been using my account illegally or that there was spam through my account or something of that nature, which I am not able to view since my account has been closed and I no longer can view anything online. Furthermore, the email states that all care.com members with whom I have ever made contact may be contacted by care.com to be informed that my account was terminated. This would rightly cause any member that has worked with me to have a negative impression and not wish to work with my family on any future occasions. That isn’t something that should be done without valid reason because it could harm my chances to work with good caregivers that my family has gotten to know and trust. I have had my account with care.com for the past 2 years. I have always made payments on time, have followed all care.com rules and guidelines, I have never done anything inappropriate, illegal or unethical in any way. I have successfully hired multiple caregivers through the site. I am a teacher so I know that I have a perfect background check (I don't even have a traffic ticket) so that couldn't possibly be an issue. I am very disappointed about this situation and the fact that I now see how many other members have had similar negative experiences with this company.

Business Response: I apologize for Ms. *******’s frustration with his membership with Care.com and experience with the site. 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 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 Ms. *******’s concern.5. Termination of RegistrationIn 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: 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 # ********.Unfortunately, the response from care.com is exactly what I was expecting. Care.com has proven to me that they have an exceptional level of impersonal and unresponsive customer service. As a customer, I was fully aware of exactly the response that I would receive from care.com based on numerous online negative customer reviews. Each customer receives the same reply from care.com despite the efforts to contact customer service. This response confirms the nature of my complaint; which is that care.com simply avoids dealing with customers by hiding behind their "policy." Just because a company has atrocious policies does not justify their use, nor does it offer a defense for their lack of concern with customer service, numerous complaints from consumers, or unjust practices.   Regards, ********* *******    

2/15/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
2/14/2016 Billing/Collection Issues | Complaint Details Unavailable
2/14/2016 Billing/Collection Issues | Complaint Details Unavailable
2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined care.com to find part time work. My husband works but, with two special needs children, I cannot work full time myself. I just wanted to bring in some extra cash to help pay the bills. The client who contacted me used my info. On care.com to steal 2000 from me. It was a huge blow to us as we are on a VERY fixed income. Now we have lost our savings and are struggling to make ends meet. So instead of making a little extra on the side we are out 2000 dollars that we desperately need and my supposedly " secure info." Was compromised. I feel scammed at best!

Desired Settlement: I would ideally like to be refunded the money that was stolen because of security issues with my profile.

Business Response: I first would like to thank Ms. ***** for reaching out to us with her concerns regarding her membership. We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process. Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks. Care.com checks provided information on it's members for criminal or other inappropriate activity. We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use. I would encouarge Ms. ***** to reach out to our Member Care team regarding her safety issue. Our Membercare phone support operates Monday through Friday from 10am - 6pm EST and our email support can be reached 24/7 at careteam@care.com.

2/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com does not allow you to cancel your account, remove your account or credit card. They simply continue to charge your credit card monthly even if you want to stop services with the company. Additionally, you cannot speak to a customer service representative to help rectify the situation.

Desired Settlement: Cancel the service, remove my account in its entirety including my credit card information.

Business Response: I would like to apologize to Ms. **** for her frustration with her Care.com membership.  Care.com is a subscription service and all premium memberships renew until cancelled by the member.  Accounts can easily be downgraded back to the Free Basic Subscription in the Membership Section of the Accounts and Settings page of Ms ****'s account.  Additionally, we offer a very thorough Help Section to assist member's in managing their accounts.  Credit card information cannot be removed from an account, but a member can easily close their account located in the same section you would cancel your subscription.Should a member need assistance cancelling their subscription, we offer phone support Monday through Friday from 10am - 6pm EST (************) and 24/7 email support at careteam@care.com.   Our contact information is readily available to our member's through the Contact Us page in the Help Section.  I would be glad to close out Ms. ****'s account for her, but am unable to locate with the information provided in her complaint.  I would encourage her to reply directly to me our contact or Membercare Team at her convenience.

2/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com site offers option to pay a monthly background check service fee for various levels of background checks. I paid for the Criminal + MVR subscription. The screen shot indicates that results will be provided in 3-10 Days. I submitted multiple requests on 12/15/15. To date these requests are either listed as "Request Expired" or "Request Under Review". This is WELL beyond 3-10 days. And there is nothing on the site to indicate any potential that you will not receive a report that you have requested. I submitted a complaint through the website on 1/23/16 (since that is the only option they offer) when I saw that I was charged for another month of services that I still haven't received (and the price even went up in the second month). I did not receive a response to my inquiry for 8 days - after I submitted a second web inquiry. The response from the agent is that they will not refund my money because I have used the service. Used the service? How can I use something that has not been provided? I have not received a single background check. I don't even believe that they have attempted to obtain the background checks. This appears to be a scam (like others that I have seen in complaints on this site) to collect payments for a service that they falsely advertised and aren't able to provide.

Desired Settlement: I would like to be refunded for the two payments made for the background check subscription. And I want my account closed down completely with Care.com (with no further charges or communication from this business after this issue is resolved).

Business Response: I would like to apologzie for Ms. ********'s frustration with her Care.com membership and Background Check add on package that she purchased.  It is true that most Criminial+ Motor Vehicle Record Checks to take approximately 3 - 10 business days for results to come in once the caregiver accepts the request and submits the information.The status fo the checks requested by Ms. ******** let her know that some of the requests had expired as the caregivers did not accept them or were "Under Review", which indicates that the results were in and waiting for the caregiver to grant her access to view them.  Ms. ******** did reach out ot our Member Care Email Support Team, who assited her in reaching out to the caregivers explaining how to grant access for Ms. ******** to view the results.  I have personally submitted Ms. ********'s feedback regarding her frustration and confusion with the process.  As a courtesy to Ms. ********, I have refunded back the subscription renewal as well as the initial background check add on charge.  Below is a copy of the transaction for her convenience.  I would encourage Ms. ******** to reach out to us directly with any membership questions.****************** 02/08/2016 01:25:44 CREDIT ****3001 ($20.00) Approved****************** 02/08/2016 01:25:37 CREDIT ****3001 ($20.00) Approved****************** 02/08/2016 01:25:31 CREDIT ****3001 ($35.00) Approved

Consumer Response: 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, ***** ********

2/9/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I decided to hire a caregiver via the care.come website. I initiated a background check for $60 via the care.com website. The caregiver decided to not work for us without notifying us and still went ahead with the background check. Once I knew that the person cancelled, I wanted to cancel my background check but there was no way to do so. Now I am short by $60 and no caregiver as well. Care.com should refund me the money and also mark caregivers like these who can't be trusted.

Desired Settlement: I'd like a refund for $60 that I paid for the background check.

Business Response: I would like to apologize for Ms. *****'s frustration with her membership experience. Upon enrollement on the site, Ms. ***** did aggree to our policies in our Terms of Use.   Below is a copy of our Refund Policy pertaining to Ms. *****'s complaint for her convenience. 8.3 Refund PolicyExcept as set forth below or as described on the Site at the time you subscribe, 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 have not used your subscription during the current subscription renewal period and (ii) you downgrade or cancel your membership and request a refund of the most recent charge to your credit card within thirty (30) days of the most recent charge. Any such refunds will apply only to the most recent charge, regardless of how such refund request is made, for example, whether to Care.com or to your credit card company. Additionally, if you are a Care Seeker and you post a bona fide job during your initial paid membership subscription period, we will refund your initial paid membership subscription charge if (a) you do not receive any responses to your first job posting within three (3) days of posting and (b) you contact us within thirty (30) days of your initial subscription charge to downgrade or cancel your membership and have not continued to use your account within that period. 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.However, as a one time courtesy I have personally refunded back the charge for the background check  Please allow 3 - 5 business days for processing.****************** 02/08/2016 12:13:13 CREDIT ******** ($59.00) ApprovedCare.com strives to provide a positive experience for all of our members.  I have personally submitted Ms. *****'s feedback to the appropriate department on her behalf.  Additionally, Ms. ***** can contact us directly if she would like to file a complaint regarding the quaity of the caregiver as well as any additional questions she may have with her membership.

Consumer Response: 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, ***** *****

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/31/2015 I purchased a 12 month premium subscription from Care.com that included preliminary criminal background checks on potential child care givers. I paid $116.57 (20% promotional discount for signing up for 12 months). Unannounced to me, on 1-21-2016 Care.com decided that they would no longer provide preliminary background checks. When I tried to retrieve a background check on a candidate, my options were to pay an additional $59 for each criminal background check I wanted. (there were other options that cost even more). I tried to find a phone number to call customer support to request a refund, but no number is available. I sent an email to customer support to request assistance with processing my request for an already paid for background check. I received no response. In the Q&A section of their website, I found that they service was terminated unless I wanted to pay for it each time I ran a check at a rate of $59. I found the customer service number for Care.com on the BBB website. I called them and they wanted to refund me $46.57. She said I used two months of service at a rate of $35 for two months. I refused to accept this amount as I paid for a service that they will not provide to me. I would like a refund for the full amount since they breached our contract to provide the service that I paid for. This is Bait and Switch and is illegal.

Desired Settlement: I would like a refund for the full amount since they breached our contract to provide the service that I paid for. Or, I would like to continue for the period of the term...expires 12/31/2016 and have them provide the criminal background checks at no additional charge, as indicated when I purchased the subscription. This is a Bait and Switch and it is illegal.

Business Response: I would like to apologzie for Ms. *********'s frustration with her Care.com membership and her frustration with the removal of the preliminary checks.  Care.com takes the safety of its members very seriously and consistently reevaluates the tools and resources that it provides to its members. In an effort to streamline and improve our safety platform in the coming year, we have decided to no longer offer the Preliminary Background Check. Since we recommend members purchase a more comprehensive check before hiring, we determined the preliminary offering was not a necessary additional step in the hiring process.The Preliminary Check provided a limited initial screening tool against certain criminal data available on-line but it always has been just one step among many that Care.com’s Safety Guide identifies for families who are in the process of vetting and selecting a caregiver. As we consistently re-evaluate the tools and resources we make available to our members, we have elected to streamline our safety offerings by removing it. Since we recommend members purchase a more comprehensive check before hiring, we determined the preliminary check offering was not a necessary additional step in the hiring process.Care.com consistently evaluates new tools and vendors to provide resources that will help families to assess and vet potential hires. As part of this evolution we will be considering additions and/or modifications to our safety platform.  I have personally submitted Ms. *********'s feedback regarding the removal of these checks to the appropriate department on her behalf.  I would encourage Ms. ********* to reach out us directly for assistance with her membership.

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 # ********.    Care.com only refunded a portion of what they owe me.  On 12/31/2015 I paid $116.57 for 12 months of an upgraded (not free) service.  This service included unlimited preliminary background checks.  Per their description the preliminary background checks include State and Federal criminal convictions as well as sex offender checks.  I paid extra for these background checks.  They offered a discount for first time users.  The subscriptions were available for a trial 30 days, for 3 months, or for 12 months.  The longer you prepay for the subscription the cheaper the fee.  I paid for 12 months.  On 1/21/2016, less than 30 days later, Care.com canceled the unlimited preliminary background checks that are included in my 12 month subscription and only offered Premium Background Checks at $59.00 per check.  Upon complaint and a request for refund I was told that they could cancel my subscription, but could only refund $87.43.  This total is what I paid 116.57 - 29.14.  They said they had to charge me rate for a $39 one month subscription minus a 30% discount (29.14).  I told them, I did not purchase a 1 month subscription at $39 minus a discount.  I paid for a 12 month subscription at $116.57.  116.57 / 12 = 9.71.  116.57 - 9.71=106.86.  They still owe me $19.43.  Please see the attached three communications as documentation.  I would like them to refund the remaining $19.43 they owe me.  Regards, ******** *********  

Business Response: I again apologize for Ms. *********'s frustration with her Care.com Premium Membership.  As the emails attached in her response, show a supervisor made an exception to our refund policy and offered Ms. ********* a prorated refund and offered to let her out of her annual subscription early and only her for a one month subscription which is $39.00 plus tax, while still applying her discount.  This was done as a courtesy as Ms. ********* only as she was not pleased with the decision to remove the Free Preliminary Checks which offered to all Premium subscribers at no additional cost.  I would encourage Ms. ********* to reach out to us directly with questions regarding her membership.

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.  The response from Care.com is more of the same.  They cannot bate and switch what they offered me for a different price.  They changed my contract without ever even notifying me.  They owe me the rest of my refund. Regards, ******** *********    

2/9/2016 Billing/Collection Issues | Complaint Details Unavailable
2/9/2016 Billing/Collection Issues | Complaint Details Unavailable
2/9/2016 Billing/Collection Issues | Complaint Details Unavailable
2/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I registered with this site for the purpose of finding child care. I had a response to my ad within the first 3 days, but she never responded to setting up a time for an interview. Based on the refund policy, I should still be eligible for a refund though the business is stating otherwise. In addition, I messaged well over 40 people from the site. My filter included only individuals who had logged in within the past week to ensure they were still looking for employment. Only a few responded and of those that did, they all said they had failed to change their availability and were either no longer available, or not available on the days shown on their page. For the above stating reasons, I feel like care.com has not held up to their end of the agreement and I should be eligible for a refund. Thank you

Desired Settlement: I would like a refund of the money spent. $40.

Business Response: I would like to apologize for Ms. *******'s frustration with her membership.  Care.com does offer a no response guarantee on a subscription if a member posts a job and receives no responses within 3 days.  Ms. ******** did receive applicants to her post within that time frame and is not eligible for a refund in accordance with our Refund Policy.  Additionally, Ms. ******* has been actively utilizing Premium features during her subscription term.Ms. ******* did reach out directly to our Member Care email support team.  Although not eligible for a refund, Ms. ******* has been given a Free Month of Premium subscrition as a courtesy to assist her in her search.  I would encourage Ms. ******* to reach out to us directly with any questions regarding her membership.  

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. Firstly, my last name is spelled *******.  And as explained, I received one application response within the first 3 days.  After attempting to set up a time to meet, she failed to return my message.  I do not feel that this should disqualify my refund seeing as she never followed though with her application to me.  I also explained that I did use the services to contact other people.  Over 40 I believe.  OF those 40 plus people, not a single one had updated their availability.  I find this frustrating considering I included only people who had logged into their account within the last week. I feel that no service was provided by my membership except to lose $40 and a bunch of time that could have been used elsewhere looking for childcare for my children.  Regards, ****** *******    

Business Response: I would like to first off, apologize for error on my part in spelling Ms. *******'s last name incorrectly in the second paragraph of my repsonse to her.  However, our No Response Guarantee states that we will refund a subscription should a Premium Member post a job and receive no responses to their job post within 3 days.  Ms. ******* did receive an application during that time period. Additionally, Ms. ******* actively utilized Premium Subscription features actively sending mesages to caregivers.  We offer a Free Basic Subscripton to our members prior to upgrading, which allows them to post a job and preview the responses from caregivers.  Our email support team has already given Ms. ******* a free Month of Premium Subscription to assist her in her search.  Ms. ******* did agree to our Refund Policy upon enrollment on the site and is not eligible for any refund in accordance with this policy.  I have personally submitted her feedback regarding her membership to the appropriate department on her behalf.

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.  I will restate for the 3rd time, although I did receive a response within 3 days from my posting, the candidate never followed through with setting up an appointment to interview and ignored my subsequent messages.  How do I not know that this isn't a staged candidate to disqualify me for a refund?  I will also restate again that I sent over 40 messages to possible applicants without a single one able to help me with after school care.  My parameters included those that have logged in within the past week and those looking to do after school care.  Thus, this service was not provided that I have paid for and I still wish to receive a refund. Regards, ****** *******    

2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribed to find a caregiver on this website, kept searching for couple days and all caregivers are looking for long term babysitter. they all refused to come over and babysit my daughter for a week. And the website doesn't give an option to see if any caregivers are available for short time babysitting. I had to pay first and didn't get anything or any use of the subscription, the week past and I didn't find anyone to watch my daughter. Basically, they took my money for 0 benifit. I need my money back.

Desired Settlement: They sold non benefit product and 0 benefits and took my money.

Business Response: I would like to apologize for Mr. ******'s frustration with his Care.com membership and that he not satisfied with the caregivers on the site.  Unfortunately, we cannot guarantee that each family will find the perfect caregiver which is why we offer the Free Basic Membership to get started. With this initial membership we allow families to evaluate the caregivers on the site by posting a job, receiving applications, and previewing profiles. Once an account has been upgraded to the Premium Membership, you are granted complete access to our service and the ability to contact caregivers on the site. I do apologize that Mr. ****** did not find what he was looking for but we cannot refund the subscription because he has in fact utilized the service.  I would encourage Mr. ****** to reach out to us directly with questions regarding his membership.

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.    Regards, ****** ******    

2/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used Care.com for a very long time to seek employment, and got 2 great jobs through them, in which I have excellent letters of recommendation from both. One day I tried to log into my account, but was not able to, and a message kept coming up saying that I could not log on at that time, so I figured it was a temporary problem. I would keep trying every day, several times a day, but the same message would come up. I am obviously blocked from the website for some reason. I am very upset because I have done nothing wrong, or abused the website while using it, and I do not understand why Care.com has blocked me from using their services. I am currently seeking employment again and would like to be able to use the website to do so.

Desired Settlement: I think the business should allow me to use their website to seek employment, because I have done nothing wrong not to be able to do so.

Business Response: Again, I would like to apologize for Ms. *******’s frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Ms. *******’s feedback regarding her membership and our policies to the appropriate department on her behalf.

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.    Regards, ****** *******    

Business Response: I would like to apologize again for Ms. *******’s frustration with her membership with Care.com and our Termination Policy. However, Ms. ******* did agree to our Terms of Use upon enrollment on the site.  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 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. 

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to address a billing dispute. I have used care.com for many years. Previously, I was happy with the service. Unfortunately, my recent attempt to obtain a refund for overcharges was not resolved to my satisfaction. On 1/7/16, I became aware of a recurring charge on my credit card bill from care.com. I was billed $39.00 each month since 1/31/2015. I last logged on to the care.com site in 12/12014. I did not access care.com site for the entirety of 2015. My last log in is recorded in "my account," so this is not in dispute. Not only did I not browse caregivers, or correspond with job applicants, I did not enter the site in any capacity. However, I was charged $468.00 during the 2015 calendar year. I am aware of the automatic renewal policy. In the past, I upgraded my account in order to find a nanny, and downgraded successfully when I hired one. I upgraded for the last time in 11/2014. My recollection is that I attempted to downgrade in 1/2015. For whatever reason, most likely a computer error, the account did not successfully downgrade. I do not know how the error occurred, but my patterns of use clearly show that I know how to downgrade my account, and that I did not use the service after 1/2015. I used my home laptop to downgrade my subscription, as is my usual practice. I did not receive any type of error message or notification of unsuccessful communication from care.com. The bottom line is that I paid $468.00 for a service that I never utilized. I understand that the automatic renewal is advertised as a convenience that “many members find…useful.” Certainly , in any business model, especially one relying on computers, errors can happen. I think that to profit from this type of error is unethical and is poor business practice. The response I have received to date from care.com has been troubling. Care.com represents itself as a helpful partner to busy families. I am giving an honest account of a simple error, and I have not even been able to have a conversation with a customer service supervisor. They also refused to give me an address so that I could submit a dispute in writing. I believe that if someone would take the time to understand what happened, they would quickly give me a refund rather than profit from a computer error. I hope you can help direct my issue to someone who will do the right thing. Thank you so much for your help.

Desired Settlement: I am requesting a refund of $468.00 for one year of subscription services to a website that was never accessed.

Business Response: We want to acknowledge that the member Ms. ****** understands the Care.com subscription she enrolled in.  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 providing the member continuous access to the features on the site.  Care.com does not take liberties to opt members into a subscription or cancel subscriptions. Additionally, Care.com provides and automatic email confirmation for our members upon cancelling their subscription for their convenience.  Confirmations are sent directly to the member in the message system in their account.  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.

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.    In 2014 , care.com earned $116.7 million in sales revenue according to market watch.   I was charged $468.00 for a website that I never accessed.   Patterns of use in my account clearly show that I use the website for a short time and then downgrade my account.  An error occurred during this process in January of 2015.   It was not my intention to continue service and I did not benefit in any way from the subscription. For a company of this size and financial status to haggle over this amount  is really shocking.  I will mention that due to the nature of my work, I am asked daily for recommendations regarding childcare.   I am still expecting an ethical response from care.com and a fair resolution.   I hope I will be able to recommend care.com in the future.  Sincerely,****** ****** Regards, ****** ******    

Business Response: Again we want to apologize for Ms. ******’s frustration and  acknowledge that the she 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.When Ms. ****** contacted Care.com, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that he was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. ****** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ****** agreed to at the time of enrollment on the site.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.Additionally, Care.com takes feedback from our members very seriously and is always striving to provide the best membership experience for them.  I really appreciate Ms. ******’s feedback regarding our subscriptions and billing practices.  As such, I have personally submitted her feedback to the appropriate department on her behalf.

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. The response from care.com  ignores the facts of my complaint.   I was not "unaware of the cancellation policy."  I attempted to cancel the policy online 12/2014.  Something went wrong in the cancellation process.  Possibilities include a computer error.  Care.com needs to take responsibility for their process which simply cannot work perfectly every time.  They did not receive the cancellation as intended. I will reiterate that I did not log onto the care.com site during the entirety of 2015.  I did not benefit in any way from the subscription service.  I was previously a happy customer who recommended care.com  to others.   The priority of a multi-million dollar corporation to keep $468 of money that gave no value to the customer, is simply wrong.  It is unethical, it is poor business practice, and it erodes trust.  In reviewing the published complaints against care.com, I saw a number of charges of unfair billing practices.  I am demanding a refund for the subscription fees paid in 2015 totaling $468.00. Regards, ****** ******    

2/1/2016 Billing/Collection Issues | Complaint Details Unavailable
2/1/2016 Billing/Collection Issues | Complaint Details Unavailable
1/26/2016 Billing/Collection Issues | Complaint Details Unavailable
1/24/2016 Billing/Collection Issues | Complaint Details Unavailable
1/21/2016 Billing/Collection Issues | Complaint Details Unavailable
1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a premium account on Care.com in August 2015. Upon signing up, I created a calendar reminder to make sure that I downgraded my account within the first month. Soon after signing up, I found a caretaker and no longer needed Care.com services. I logged into the website and downgraded my account. Months later, I found that they did not process my request and had continued to bill my credit card $39/month. I contacted Care.com and they neither confirmed nor denied that I had submitted a downgrade request. They simply refused to refund the erroneous charges.

Desired Settlement: Care.com should refund the erroneous charges from September, October, November, and December. This totals $156.

Business Response: I would like to apologzie for the frustration Ms *** experienced with her Care.com membership and the auto renewal feature on our subscriptions.  After reviewind her account, our Member Care team has already reached ou to her and refunded the charges as a courtesy to her.  Below is a copy of the refunds for Ms. ***'s convenience.  I would encourgage her to reach out to us directly with any additional questions regarding her membership.****************** 01/04/2016 01:20:00 CREDIT ******** ($39.00) Approved****************** 01/04/2016 01:19:55 CREDIT ******** ($39.00) Approved****************** 01/04/2016 01:19:41 CREDIT ******** ($39.00) Approved****************** 01/04/2016 01:19:35 CREDIT ******** ($39.00) Approved

1/19/2016 Billing/Collection Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our company signed up for a recurring 12 month membership with Care.com in November 2013. We attempted to cancel the membership in June 2015. We followed the instructions for downgrading the paid account on the website and received an email that our account had been downgraded. The following month, July 2015 we were still charged our monthly fee. We attempted to call them and were given a run around recording that after being on hold for 25 minutes instructed us to leave a message and we would get a call back. We never received a call back. So we called again and continued to wait for the next available operator, which never came, we selected the option to keep our place in line and have them call us back on the number we called from. We received no call back. We have called and left messages and the only call back we received was when we call the sales department. They called back very promptly but when we said it was to cancel our account they sent us back to the same number from the website where there is no answer. It is now January 2016 and we are still being charged even after deleting our credit card from the system and calling multiple times. We still haven't talked to a single representative that can help us cancel the account and have even called our back to dispute the charges.

Desired Settlement: We would like them to stop charging us and to refund us the $65 they have charged us for the last 6 months that we have been attempting to cancel the account and any further months that they charge while this is being resolved.

Business Response: I would like to apologize for Ms. ********'s frustration with her Care.com Recruiting Membership and any issues she may have experienced in contacting our Member Care Team.  I am seeing that Ms. ******** did reach out to our Marketing Team in October of 2015.  Our Member Care Phone support did try to reach out via phone to Ms. ******** at that time, but were unable to reach her unsuccessfully.  Additionally, Ms. ******** was in contact with our Member Care Team on 1/5/2016, and refunds on her account were issued as a courtesy to her.  Below is a copy of the transactions for her convenience.****************** 01/07/2016 10:43:19 CREDIT ******** ($65.00) Approved****************** 01/07/2016 10:43:13 CREDIT ******** ($65.00) Approved****************** 01/07/2016 10:43:06 CREDIT   ******** ($65.00) Approved****************** 01/07/2016 10:42:59 CREDIT ******** ($65.00)        ApprovedCare.com is always looking to improve our customer service for our members.  As such, I have personally reported Ms. ********'s feedback regarding our phone support message system to the appropriate team on her  behalf.  I would encourgage Ms. ******** to reach out to us directly with any additional questions regrding her membership.

Consumer Response: 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, ****** ******

1/11/2016 Billing/Collection Issues | Complaint Details Unavailable
1/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the "Motor Vehicle Records Check" badge for my profile as a provider. At a later date (within the same year), I purchased a "Preferred Background Check" badge. As soon as the second purchase was made, the "Motor Vehicle Records Check" badge disappeared from my profile. When I spoke with customer service, they said it was my error, that I clicked an option to expire the "Motor Vehicle Records Check", even thought I did not do such a thing. Regardless of the fact it was not my mistake, I purchased the "Motor Vehicle Records Check" badge again. Once I made this purchase, the "Preferred Background Check" badge disappeared. So now, I have made 3 separate purchases and have no badges. I called customer service and they sustain that it is my fault even though I was careful not to check any option that said anything about expiring my badges! I am very dissatisfied because these badges are critical to obtaining work. The implication is that at the height of the hiring season for caregiving, I am now not an eligible candidate for most families. This is my livelihood, and I do not have time to switch to another provider and create another account in another hiring community before the hiring season is over.

Desired Settlement: I want my badges, both the "Motor Vehicle Records Check" and the "Preferred Background Check" badges, to be restored to my account immediately and a refund for the second time I purchased the "Motor Vehicle Records Check".

Business Response: I would like to apologize for Ms. *******'s frustration with the Background Check and Motor Vehicle Record Checks she purchased.  I am seeing that the badges are showing correctly on her profile and apologize for any confusion.  One of our Member Care Support Representatives reached out directly to Ms. ******* today to inform her that her account was all set and profile was correclty displaying the badges.  As a courtesy I have refunded back the Motor Vehicle Record charge to Ms. *******.  Below is a copy of the transaction for her convenience.  I would encourage Ms. ******* to reach out to us directly with any additional questions regarding her membership.****************** 12/30/2015 03:02:09 CREDIT ******** ($20.00)  Approved

1/7/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ACCOUNT WAS CLOSED IN APRIL OF 2015. CARE.COM SENT CLOSURE NOTICE. ACCOUNT CONTINUED TO BE CHARGED. **** CONFIRMS THE MONIES WAS SENT TO CARE.COM EVERY MONTH. CARE.COM SAYS THEY HAVE NO RECORD AND RECEIVED A FORM LETTER SUGGESTING I CONTACT A LAWYER. I HAVE PUT A MERCHANT STOP BUT CLEARLY THEY ARE ILLEGALLY CONTINUING TO BILL THEN REFUSING TO DISCUSS.

Desired Settlement: i WANT FULL REFUND FROM DATE OF ACCOUNT BEING CLOSED. I WANT AN EXPLANATION AND I WANT TO SPEAK TO A HUMAN

Business Response: I would like to apologize for Ms ********** frustration with her care.com membership.  Unfortunately, I am unable to locate an account under her name, address, phone number or the email address provided.  We would be glad to look into this issue further with the account information provided.  Ms. ********, can also have her credit card company contact us directly if we are unable to locate the account for her. We will work directly with them to resolve the issue as soon as possible.  

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 # ********. THIS MAKES NO SENSE. AFTER CLOSING ******* ***** ACCOUNT AND RECEIVING SUCCESSFUL CLOSURE EMAIL FROM CARE.COM - **** STILL DEBITED A MONTHLY CHARGETHROUGH DECEMBER TO CARE.COM THAT YOU ACCEPTED. IF YOU DO NOT HAVE A 'RECORD' THIS IS OBVIOUSLY A SCAM AS THE MONIES WENT TO CARE.COM FROM ****.I EXPECT ALL MONTHLY CHARGES FROM APRIL - DEC. THAT WERE SENT TO CARE.COM TO BE REFUNDED. THE ACCOUNT NAME WOULD BE ******* ***** WHO HAS A CARD ON MY ACCOUNT. I HAVE REPEATEDLY GIVEN YOU THE LAST 4 DIGITS OF HER ****. AGAIN - IF YOU DO NOT HAVE 'RECORDS' BUT ACCEPTED THE MONIES TO YOUR COMPANY YOU HAVE A RESPONSible TO 'FIND' WHY YOU DID SO. ****** ******** Regards, ****** ********    

Business Response: I do apologize for Ms. ********** frustration with her Care.com membership.  I was able to locate the account under Ms. *****'s name and see that it was refunded and the subscription was immediately cancelled at Ms. ********** request when she was in touch with our Member Care team.  I am not seeing any additional charges in the LITLE search that was run for Ms. ******** to locate any duplicate accounts or charges.  I would recommed that Ms. ******** have her credit card company contact Care.com directly so that we can assist them in locating any additional charges not associated with Ms. *****'s account which was refunded for last subscription charge and downgraded to our Free Basic Subscription per our Refund Policy.

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 # ********. This is not fair. Let me be clear. I have PROOF from Care.com the account was canceled in APRIL 2015. They sent me an email stating cancelation.I was continued to be charge through Dec 13th of this year. This is obviously a scam. I have made calls they tell me they can't see any proof of this… I say…. according to**** they have been sending you money monthly from this account… how can you not see. This is wrong and unfair. What am I supposed to do to resolve. Regards, ****** ********    

1/3/2016 Billing/Collection Issues | Complaint Details Unavailable
12/30/2015 Billing/Collection Issues | Complaint Details Unavailable
12/29/2015 Billing/Collection Issues | Complaint Details Unavailable
12/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: fail to provide honest services, however the company continue to bill my credit card for three months . although services had stop after 30 days of displaying the ad on its site, and it was no longer available on the site to potential employees seeking positions, but i was bill for two more months before i realized , now the company is refusing to reimburse my account despite the fact that i did not receive the service for which i was billed.. i do believed that these are deceptive business practices of the company who stated when contacted that i should had re post my Ad. seeking help. I was never inform of any such thing .I had only sign up for 30 days and that was what they had inform me of when they advise me that the 30 days had ended . now they are claiming somehow that it was a subscription ongoing. but how could that be if the ad expired after 30days? again these are deceptive practices and I am asking for my refund. The AD was not running on the site after the 30 days , so why should i be billed for 90 days ?

Desired Settlement: Company to clearly state options of choices on website as they did previously. and to offer better customer services, and contact for the customer with the company , no more Switch and Bait...

Business Response: I would like to apologize for the frustration this member experienced with their Care.com subscription.  Unfortunately, I am unable to locate any account associated with the information provided in the complaint.  As such, I can only speak of our general policies.  Our auto renewal feature is clearly explained to our members on the upgrade page.  Prior to completing the upgrade process, they are agan given the information that by clicking submit, they are agreeing to the subscription renewal.   Finally, after completing the upgrade process members receive a billing confirmation email, which welcomes them and explains subscription renewal, the date of the renewal and information regarding how to cancel their subscription.As Care.com is always looking for ways of improving the experience for our members, I have submitted the feedback on on our renewals to the appropriate department.  Finallly, I would be glad to look at the specific account information for this member should the provide the email address associated with their account.  They may also reach out to our Member Care support team at careteam@care.com 7 days per week or **************, Monday through Friday from 10am - 6pm EST.

12/21/2015 Problems with Product/Service | Complaint Details Unavailable
12/19/2015 Problems with Product/Service | Complaint Details Unavailable
12/19/2015 Problems with Product/Service | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.com monthly service. I failed to cancel after a few months and went to the site to research what could be done, hoping for a good faith adjustment. I used their email service on the site, as I could not find a phone # to call for assistance. I see in their T&Cs that they may offer a refund if there has been no activity on the account. I kindly asked for a refund in that first email, of at least one month. I received a note back saying that my account had been downgraded, which I am assuming means that they are no longer charging me. They did not address my ask for a refund...not even to say no. So I contacted them again, using the same email function on their site. Still no reply after at least two weeks, maybe more. (By the way, their website says I should receive a response in about 24 hours.) Since I had not heard from them at all, I tried again hoping that the third time would be the charm. No such luck. I even let them know in that third message that it was in fact my third attempt to get in touch with them, and that if I did not hear from them that I would be contacting the BBB. Still nothing to this date. At this point, I am really frustrated with their complete lack of response, and would like the 2 extra months credited. I will pay for the one during which I was active. Their company is called Care.com...yet they certainly didn't care enough about me to even bother to reply. Not very caring.

Desired Settlement: Refund for the months with no activity on my account. I will pay for one month during which I was active.

Business Response: I would like to apologize for Ms. ********'s frustration with her refund request and subscription cancellation.  Our Member Care Email Support team had received her request to cancel her subscription.  They responded back within the designated time frame indicated and granted her a refund on her most recent charge in accordance with our refund policy and immediately cancelled the subscription at her request.  The representative responded to the email address we have on file for Ms. ******** which is ***************.  I apologize if she did not receive them, but they were sent out through our system.  Additionally, I would recommend Ms ******** update her email address on file to prevent any future issues.Below is a copy of the refund transaction for Ms. ********'s convenience.  I would encourage Ms. ******** to reach out to us directly with any additional questions she may have with her membership.****************** 11/18/2015 10:27:08 CREDIT ******** ($35.00) Approved

Consumer Response: 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, **** ********

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined care.com for a 3 month trial at about $35- per month and paid another $60 for the preferred + background checks. However, when I attempted to request background checks on 2 potential babysitters the site said the background checks had "expired". One sitter informed me that the site was requesting $60- from her to reinstate the background check (even though I had paid for it w my subscription.) We then agreed she would pay for the basic background check $9- which she did but when I requested the basic, the site wanted to charge me another $60- for access to that, but said the preferred was included (though of course the sitter couldn't afford the preferred check on her side.) I was unable to obtain any background check and therefore was unable to hire any sitter from this site.

Desired Settlement: Refund my 3 month subscription fee plus the fee I paid for preferred plus background checks.

Business Response: I would like to apologize to Ms. ********** for the frustruation she is having with her Premium Subscription and Preferred+ Background Check Package.  This add on package allows Ms. ********** to requst unlimited enhanced checks on caregivers, which normally cost aproximately $79.00 each.  When Ms. ********* requests a Preferred+ Background Check on a caregiver, they receive her request immediately.  In the request, the caregiver can accept it and then are able to provide the necessary information to have the check run at absolutely no cost to them.  All background check requests expire after 7 days if the caregiver does not accept as an automatic safety feature on the site to protect families from paying for a background check on an unresponsive caregiver that they may no longer be interested in.  From reviewing Ms. **********'s account it looks as if there may be some user error on the part of the caregivers in accepting the background check requests.  Although I cannot refund Ms. **********'s entire subscription, I can prorate a refund and charge her for only one month of our Premium Subscription at $39.00.  The balance has been refund on the subscription charge.  Since no Preferred+ Background Checks have been run, I have refunded the entire $60.00 fee as a courtesy.  Additionally, Ms. **********'s account will downgrade to the free Basic Subscription on 12/22/2015.  Below is a copy of the refund transaction for her convenience.  I would encourage Ms. ********** to reach out to us directly for further assistance with her membership.****************** 12/18/2015 02:39:46 CREDIT ******** ($60.00) Approved****************** 12/18/2015 02:39:41 CREDIT ******** ($39.00) Approved

Consumer Response: 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, ****** **********

12/15/2015 Billing/Collection Issues | Complaint Details Unavailable
12/13/2015 Billing/Collection Issues | Complaint Details Unavailable
12/11/2015 Billing/Collection Issues | Complaint Details Unavailable
12/11/2015 Billing/Collection Issues | Complaint Details Unavailable
12/11/2015 Billing/Collection Issues | Complaint Details Unavailable
12/9/2015 Billing/Collection Issues | Complaint Details Unavailable
12/1/2015 Billing/Collection Issues | Complaint Details Unavailable
12/1/2015 Billing/Collection Issues | Complaint Details Unavailable
12/1/2015 Billing/Collection Issues | Complaint Details Unavailable
11/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used this service to hire multiple nannies over the years. Most worked out well, some not so great. Earlier this week, I had a new nannie who did a very, very, poor job the first day. She then quit via text prior to coming for her second day and texted me some inaccurate personal attacks regarding me and my kids. I proceeded to use the care.com rating system and assigned this nannie a 1 star rating so others would be aware of an actual experience I had with this nanny I acquired through care.com. I wrote about my experiences with this individual as accurately as possible. I immediately felt it may be stronger or more info than I wanted, so I tried to edit or delete it and start over. The site does not allow writers of commentaries to do this. So I then sent care.com an email telling them I wrote the comment and wanted them to delete it. Later that day I was terminated from the service. Their terms of service allow them to ban anyone for any or no reason. I do not feel a company that you do business should prevent actual users from providing accurate, yet poor information about a care provider, which is in effect what they are doing. I object to them banning me from the service without explanation even if it is in the terms of agreement. I do not feel it is a good business practice and unfair to me. I want to find out why they are barring me from the service because I need a nanny and they have a lot of applicants, both good and bad. Other sites do not have the volume of candidates. When terminating a client, they delete all information about me including any comments made. I fear they are manipulating the ratings of their providers if they will delete a disproportionate number of negative ratings. I have asked the company if they do this and they do not respond to this request, just as they do not respond to the request for an explanation as to why I am barred from the service. I feel their business practices are disingenuous and they are not treating me respectfully. I suspect others are being subject to the same or similar experience simply because their terms of agreement permit it, weather it is appropriate or not. This would create a false impression for others looking for care about the company's services. Finally, they are dominant company in the product they provide. To be excluded from their marketplace for indiscriminate reasons is not a fair business practice or good customer service. Overall, I have found them to not only provide me with a bad customer service experience, but they are creating challenges for me in reaching the market of available nannies putting my job at risk and my kids safety at risk.

Desired Settlement: I want an explanation as to why I was barred and I want to be reinstated.

Business Response: I apologize for Mr.*********’s frustration with his membership with Care.com and experience with the site. 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 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 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 Mr. *********’s concern.5. Termination of RegistrationIn 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: 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.  I spent some time reading care.com responses to the voluminous complaints they have.  The answer I received is a canned answer similar to many of the other care.com responses.  I requested reinstatement and some clarity as to why I was originally banned from their site.  I did not receive either.  The day I was removed from their site, I posted a negative, yet accurate review of one of the nanny's I hired through their site. They then exercised their right to remove me and the rating/comment. This suggests their may be a connection between the company exercising their right to terminate a client without explanation and the ability to provide accurate and negative feedback on those hired on care.com.  This company is a public company that requires a lot of public disclosure. If they choose to remove members because they write negative comments, they can convey a less than accurate impression of the customer experience. They have refused to explain to me why I was removed, but given I was a member for a long time and was removed the day I wrote my first negative comment, it suggests to me there may be a connection between my negative rating and my removal from care.com Regards, **** *********    

11/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined care.com to find a baysitter for my two young children. I've had success using them in the past but my current babysitter took on another job and was unable to work the days I needed her so I decided to go back to care.com to search for another sitter. I found another sitter on the site, she turned out to have a lot of personal issues was unreliable and neglected my children. I had no choice but to terminate her employment and start a new search. I contacted her and told her I will no longer need her as a babysitter,she was mad and began to send me angry texts. Then immediately after I posted a new job on the website looking for a replacement. Twelve hours later I received an email from care.com that they terminated my account. I've been trying to contact them to get to the bottom of the situation but no body will give me any answers. I already paid for the month. If they are going to terminate me for no reason and wont respond to my questions i want a full refund for the amount I paid to have an account. I asked for a refund and no one will answer me. I asked why I was terminated no one will answer me. I keep getting a generic response that as per their terms they can terminate whenever they want. In my opinion, if I paid for your service I deserve answers and a full refund since they now took the service away.

Desired Settlement: I demand an explanation why they terminated me and also a full refund. I did absolutely nothing wrong to be terminated and I want to know why my month of service was cut off.

Business Response: I apologize for Ms. *******’s frustration with her membership with Care.com and experience with the site. 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 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 Ms. *******’s 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.Additionally, Ms. *******’s subscription charge was refunded at the time her account was closed.  Below is a copy of the transaction for her convenience.******************      11/17/2015 07:50:21        CREDIT  ********            ($29.21                 Approved 

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.  i don't think that the way they handle terminating members is fair or just. I believe they should provide information to the member explaining the reason why and give that member a chance to respond before making the decision to terminate. The only thing that I could possibly think of that I've done wrong in regards to their website is terminate the employment of a caregiver that I hired from the website after finding out that she neglected my children. She then got very angry and sent me nasty texts and i can only assume she made something up to get me kicked off. I was kicked off 12 hours after her termination. I think they need to change the policy so that the good people who really need to use the site can remain on and the malicious vengeful people only looking to hurt people get kicked out. It's really not fair that I was protecting the welfare of my children and now I'm not allowed on to look for a good honest caregiver to watch my children so I can work. There's something wrong there when I'm being punished for protecting my children. This woman starved my children and left my baby in her crib all day and care.com allowed her to kick me off. That's very caring.  Regards, ***** *******    

11/29/2015 Billing/Collection Issues | Complaint Details Unavailable
11/27/2015 Billing/Collection Issues | Complaint Details Unavailable
11/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a membership on care.com for one week earlier this summer (July 2015). I cancelled my member the same month and received a confirmation email from care.com confirming that effective August 2015, my membership would be downgraded and my credit card would no longer be charged. However, I recently discovered that for the past three months (September, October, and November), I have still been charged the regular monthly fee of $39.00 ($117 in total).

Desired Settlement: I would like to receive a credit to my account of $117 (3 months of charges) and a confirmation in writing that I will, in fact, no longer be billed for a membership I do not have (or wish to have). I would like all of my payment and billing information to be permanently deleted from their system.

Business Response: I would like to apologize for Ms. ****'s frustration with her Care.com membership.  I was able to locate an account with the email address provided, which was cancelled in July as indicated.  Ms. **** has already been in touch with our email Member Care Team and a duplicate account under another email address was located and all charges have been refunded.   I would encourage Ms. **** to reach out to us directly with any additional questions regarding her membership.  Below is a copy of the transaction history for her convenience.****************** 11/17/2015 05:31:57 CREDIT ******** ($39.00) Approved****************** 11/17/2015 05:31:43 CREDIT ******** ($39.00) Approved****************** 11/17/2015 05:31:34 CREDIT ******** ($39.00) Approved****************** 11/17/2015 05:31:25 CREDIT ******** ($39.00) Approved

Consumer Response: 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, ***** ****

11/20/2015 Billing/Collection Issues | Complaint Details Unavailable
11/20/2015 Billing/Collection Issues | Complaint Details Unavailable
11/20/2015 Billing/Collection Issues | Complaint Details Unavailable
11/17/2015 Billing/Collection Issues | Complaint Details Unavailable
11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 13, 2015, I set-up an account for baby-sitting services for an event that I had for that night. My mother was attending the event with me and wouldn't be able to care for my son as usual. I was contacted by several baby-sitters, but no one was available for services for that night. My mother decided not to attend, therefore, I no longer needed the services. I have a live-in sitter. I tried to disable my account the same day, but there was not option to disable it, only to downgrade to basic. I thought this would allow me to cancel/disable it. I called Care' customer service and I was told that I would be receiving a refund in approximately 10 business days, because I did not use the service. 10 days passed and there was no refund. I contacted their customer service again on October 30, but was told that there was no record of me contacting them. A case was established (case # ******************). I believe I should receive a refund, because I tried to cancel the same day, but the site scams you to where you are unable to and is locked into unwanted services. Also, the 30 or 90 days referenced below is ethically wrong to lock someone in for this amount of time. Hi Jara, Thanks for your membership with Care.com. We hope you have found our website helpful in your search for care. We apologize if you were not aware of our Automatic Renewal Feature. However, 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 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. Your account is not eligible for a refund in accordance with our policy. We have set your account to downgrade on 01/13/2016 , and you will no longer be billed. With our Free Basic Membership you can 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. Here is a link for our Terms of Use for future reference. Please refer directly to Section 8, which specifically addresses our payment and refund policy. Care.com Terms of Use We hope this helps and we truly appreciate your membership with Care.com.

Desired Settlement: Complete refund and disable account

Business Response: I would like to apologize for Ms *****'s frustration with her Care.com subscription and our Refund Policy.  Once Premium usage has occured, it makes the charge ineligble for a refund in accordance with our policy.  However, Ms. *****  purchased a Quarterly Premium Subscription and was only hiring for a one time babysitter.  As such, I have personally made an exception and refunded her subscription charge immediately.  Her account has been downgraded to the Free Basic Subscripiton and her credit card will no longer be billed.  Below is a copy of the refund transaction for her convenience.  ****************** 11/06/2015 11:05:39 CREDIT ******** ($72.00) ApprovedI would encourage Ms. ***** to reach out to us directly in the future with any additional questions regarding her membership.

11/17/2015 Billing/Collection Issues | Complaint Details Unavailable
11/13/2015 Billing/Collection Issues | Complaint Details Unavailable
11/13/2015 Billing/Collection Issues | Complaint Details Unavailable
11/13/2015 Billing/Collection Issues | Complaint Details Unavailable
11/8/2015 Billing/Collection Issues | Complaint Details Unavailable
11/3/2015 Problems with Product/Service | Complaint Details Unavailable
11/3/2015 Billing/Collection Issues | Complaint Details Unavailable
11/2/2015 Billing/Collection Issues | Complaint Details Unavailable
10/30/2015 Billing/Collection Issues | Complaint Details Unavailable
10/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We used Care.com's payment option for our babysitter, but the babysitter never received payment as indicated by Care.com's own customer service representative and the babysitter. However, we were still charged the amount to our credit card (31.14) and never refunded the charged amount. When we contacted Care.com, they told us "We believe that the charge you see on your billing statement is a temporary pre-authorization holds from your credit issuing bank." They then went on to say "If the bank has not released this hold, I would recommend contacting your bank directly." We basically took this to mean that according to Care.com, the charge was not done by them and was no longer their responsibility. We contacted the credit card company and after much reviewing and discussion, the credit card company told us that it was not a hold but an actual charge. The credit card company could not dispute the charge because we were rendered services which we paid for. However, we paid our babysitter twice because, as stated earlier, she never received the Care.com payment so we paid her directly as well.

Desired Settlement: We would like to be refunded the $31.14 which we were erroneously charged by Care.com.

Business Response: I would like to apologize for Ms. ****'s frustration with her payment through the Payment Center in her Care.com account.  Affter reviewing the transaction history in the account, I am only seeing the one charge that was billed to her credit card.  Below is a copy of the transaction history on the payment made trough the Payment Center.********** 2015-04-17 21:16:57.0 ******** PAYEE **** Hi TRANSFER $31.14 $1.14 $30.00 SUCCESS CAPTURED I did not however, that Ms. **** had a Free Time Credit for $30.00, which did not go through correctly.  I have refunded the amount back to her credit card as a courtesy.  Below is a copy of the refund transaction for her convenience.  I would encourage Ms. **** to reach out to us directly for further assistance with her Care.com membership.****************** 10/19/2015 12:13:43 CREDIT ******** ($30.00) Approved

10/29/2015 Billing/Collection Issues | Complaint Details Unavailable
10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to cancel my memebership but missed the cut off by 3 days. I asked them to prorate the three days and refund my account. They refused. I think it's unethical to charge me f$38.00 for a service that I no longer need. They refuse to work with me. They told me that because I sent a message today, I must pay for the entire month.

Desired Settlement: I would like to pay for 3 days that I used instead of an entire month. The cost should be approximately $4.00.

Business Response: I would like to apologize for the Ms. ***************'s frustration with her Care.com membership.  After reviewing the account, our representative did follow procedure and our Refund Policy.  Once Premium Features have been utilized, such as messaging and sharing contact information, a refund cannot be issued.  I have however, made an exception to this policy as the information shared was the same contact informaiton that had been previously shared with a caregiver while Ms. *************** held her original Premium Subscription.  Her renewal charge has been refunded.  Please allow 3-5 business days for this to be reflected in her statement.  Below is a copy of the transaction history for her convenience.  I encourage Ms. *************** to reach out to us directly with any additional questions regarding her Care.com membership.****************** 10/23/2015 04:49:55 CREDIT   ******** ($37.45)    Approved

Consumer Response: 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, ******* ***************

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was tricked into buying a subscription that offered me not one single useful service. You pay care.com to protect you, so that you feel safe hiring someone. Once they have your money you are informed that you will only get replies from the first ten members that contact you, and you can pay more for more contacts from members. None of the ten people were qualified, had an available background check, references or member reviews, and none would accept payment through the website. I could not hire any of them. I suspect they encourage the wrong members to reply to you right away so that you are forced to pay for more contacts. Additionally, after paying for membership you are informed that background checks are an added cost and take 3-5 days to receive because they are only pulled on request. Basically I paid care.com for what I could have done entirely free on several different forums, including **********. I did not and could not utilize any "services" they provided yet they still refuse to refund me.

Desired Settlement: I would like a full refund. There should be a class action lawsuit taken against care.com for their advertising and sales schemes

Business Response: I would like to apologize for Ms. ******, frustration with her Care.com Premium Membership.  There were different levels of Premium Subscription Plans to choose from at the time Ms. ****** upgraded her membership.  Ms. ******, chose the Standard Plan which allowed 10 applicants to to her job post and limited profiles.  If she chose the All Access Plan, she would have had unlimited applicants and had access to full caregiver profiles, with references.  Ms. ****** did have access to request a free Preliminary Verification all caregivers as part of her Premium Subscription.  We do off additional enhanced Background Checks that members may purchase on candidates as an added safety measure.  As a self service website, caregivers manage their profile pages and I was able to verify through Ms. ******' account that some of her applicants did have Reviews on their Profiles for her to view.  I would encourage Ms. ****** to write review accordingly on any of the caregivers she had reached out too.  I do apologize, but Ms. ****** is not eligible for a refund in accordance with our Refund Policy as she did utilze Premium Subscritpion features, such as messaging and sharing contact information.  Additionally, Ms. ****** did state that she hired one of the caregivers that applied to her job post through our Messaging System. I would encourage Ms. ****** to reach out to us directly with any additional questions regarding her Care.com membership.

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.  I did not hire anyone from your site nor did I ever state that. The button I clicked on your website that I had hired someone was clicked in error. I checked immediately for a way to undo it but it was too late. "*******" turned out to not have any references and wouldn't even call to interview. Care.com services were not used because the ten people provided to me were not credible workers. If someone is unsatisfied with the "services" they were provided they should be refunded. Care.com are crooks with a hidden agenda, you can't get what you think you are getting without giving them more and more money. There needs to be a class action lawsuit taken against them. Regards, **** ******    

Business Response: Again, I apologize for Ms. ****** frustration with her Care.com membership and that she is not  satisfied with the caregivers on the site.  Ms. ******, can easily remove the caregiver from being listed as hired, through the My Caregivers section of her account, under Manage My Care Team.Unfortunately, we cannot guarantee that each family will find the perfect caregiver which is why we offer the Free Basic Membership to get started. With this initial membership we allow families to evaluate the caregivers on the site by posting a job, receiving applications, and previewing profiles. Once an account has been upgraded to the Premium Membership, Ms. ****** was granted complete access to our service, which inculdes posting unlimited jobs, access to background check options and the ability to contact caregivers on the site. I do apologize that Ms. ****** is not finding what she is looking for but we cannot refund the subscription because she has in fact utilized the service.I would encourage Ms. ****** to reach out to us directly with any additional questions regarding her membership as well as referring to our Terms of Use for more information.

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.  ] This matter is still unresolved as far as I'm concerned. I have tried contacting care.com directly and got nowhere, this was the next step. There is no way it is acceptable to charge me $35 for a list of ten names, none of which are qualified, have references, or background checks, and the only one I even tried to phone interview would not call. What service have I paid for exactly, when I can make contact with hundreds of unqualified workers for free through a multitude of forums? I will be in touch next with the district attorney's office and will dispute the charges with my bank. I live in ******** MA, my distric attorney's office is the same district for care.com Regards, **** ******    

10/28/2015 Billing/Collection Issues | Complaint Details Unavailable
10/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a member of Care.com and was cancelled for an unknown reason. I contacted Care.com to find out why and they would not explain the reason. I appreciate the service they provide and would like to rectify the situation but to do so I would need to know what happened so I can correct it. I have read some of the issues that they have had with scams and realize they have to protect themselves and their customers but I assure you that I only use their service to locate and provide honest nanny/babysitting jobs. I have a bachelor’s degree in Early Childhood Education from the University of ********** and have a teaching certificate in both Ohio and South Dakota. I am a single parent and have a 2 ½ year old daughter and their service has been very helpful in locating employment and providing an income to support both her and I. While using Care.com I had a very good relationship with the families that hired me, was prompt on submitting monthly payments, and recommended using care to my family and friends. I do not necessarily need to know why I was cancelled but I would appreciate an opportunity to become an active member once again. Thank you.

Desired Settlement: Allow me to become an active member once again.

Business Response: I apologize for Ms. ******’s frustration with her membership with Care.com and experience with the site. 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 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 Ms. ******’s concern.5. Termination of RegistrationIn 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: 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.    Regards, ***** ******    

Business Response: Again, I would like to apologize for Ms. ******’s frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Ms. ******’s feedback regarding her membership and our policies to the appropriate department on her behalf.

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.  The business indicates that the decision to terminate a membership is “irreversible”  Does this mean there is no appeal process for good customers?  In reviewing the businesses “Terms of Use” in detail there is no provision to disallow an appeal or reactivating an account however there is a provision to arbitrate.  Since there is no written policy addressing reinstatement available for the public to view or be made aware of prior to enrolling re-accepting a previous paying member should be made available.     Regards, ***** ******    

10/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for one month of access to the care.com website in August 2014, as I had done in August of 2013 and August of 2012. After each month, I always have cancelled my membership since I only need to find babysitters at the beginning of each school year. I have documentation that I cancelled my membership yet I was charged $59.00 for September 2014, October 2014, November 2014, December 2014, January 2015, February 2015, March 2015, April 2015, May 2015, June 2015, and July 2015. During all of those months I NEVER visited their website once because I had cancelled it and did not need their service. It was only in August 2015 when I was starting to browse their website again and then a couple weeks later, posted a job, and noticed that it didn't ask me pay that I realized something was wrong. I then noticed that I had been charged for an entire year. I tried to explain the situation to care.com but they said they had a strict policy that they would refund only one month, and only if I hadn't used the website in the past month. I obviously had, and I was looking to be refunded one year, not one month, since I had cancelled my membership. I also pointed out to them that in previous years, they were kind enough to send me emails when the membership was about to renew for a month. I hadn't needed these, because I diligently mark my calendar as a reminder, but I thought it was interesting that they abandoned this business practice in order to cash in in cases where people forget to cancel. I also noticed when I signed up this last time that put the fact that it is a subscription service in much smaller font and in large font, they ask you to choose between a more expensive one month option or a less expensive three month option, making it less obvious that it is a subscription service. They are a predatory company and I will never sign up for their services again. I still wish they would give me my money back, but it doesn't seem like it is possible. I've tried contacting them 3 times and they always cite their strict refund policy. I also filed a complaint through my credit card company, but they cited the same policy to them too. I saw online that many other people have had similar experiences and it saddens me that they are taking advantage of so many people.

Desired Settlement: I'd like to be refunded the 11 months that I shouldn't have paid for (I am willing to pay for August 2015 since I used their services that one month). I would also like to warn others about their predatory practices so that people can be more careful so that they aren't taken advantage of in the way that I was.

Business Response: I would like to apologize for Ms. ******'s frustration with her Care.com membership.  As she stated, all of our subscriptions automatically renew until cancelled.  We do not have record of a subscription cancellation at the time stated by Ms. ******.  Ulitmately, it is the member's responsiblity to cancel.  In Ms. ******'s orginal subscription she did receive the billing reminder prior to her first renewal charge, but as stated she opted out of that feature the second time she upgraded to a premium subscription.  Ms. ****** states that she has record of the subscription.  She may email a copy of the documentation she has for that cancellation we would be glad to process additional refunds for her.  The email can be sent directly to us at careteam@care.com.Additionally, I have personally submitted Ms. *******'s feedback regarding the renewal feature on Care.com subscriptions to the appropriate department on her behalf.  I would encourage Ms. ******* to reach out to us directly with any further questions regarding her Care.com membership.

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.  In Care.com's response to my complaint, they state that I "did receive the billing reminder prior to her first renewal charge, but as stated she opted out of that feature the second time she upgraded to a premium subscription."  This is completely false.  In previous years, yes, I had received such a billing reminder, but not last year.  I agreed to pay the original $38.35 but I never agreed to pay $59 the next month, or the following 11 months, for that matter.  I marked my calendar when it was time to unsubscribe, and I believe I did so.  I did not receive any further emails from Care.com and to my knowledge, I was unsubscribed.  This is why it was such a shock to realize a year later that I had been charged $59 per month for an entire year!  This is the first time I have ever filed a complaint against a business and the first time I have ever disputed a charge through my credit card.  I honestly think I was deceived by your company and taken advantage of.  I will not be satisfied until I am reimbursed.    The letter also states: "I would encourage Ms. ******* to reach out to us directly with any further questions regarding her Care.com membership."  Which is not the message I have received when I have reached out directly to Care.com on multiple occasions.   In each case, they tell me that they have a strict policy about refunds and seem not to care about the specifics of my situation since it does not fit within their "strict refund policy".  The only evidence I have that I cancelled my subscription is my reminder in my calendar and notes about the information I obtained from the website during the one month in 2014 that I thought I was subscribed, and a note that I cancelled it on 9/26/14.  This is the information I submitted through my credit card dispute but Care.com indicated that it was not enough information to merit a refund. Regards, ****** ******    

Business Response: Again, I apologize for Ms. ******'s frustration with her membership with Care.com.  We have no record of a cancellation in subscription in Ms. ******'s account.  When a member cancels their subscrption, they receive an automatic email confirmation located in the Alerts Section of their My Messages in ther Account.  They can also veriy their account status through the Account and Settings. Care.com is a self service website and it is ultimately the member's responsibility to cancel theri subscritpions or contact our Member Care Team to assist them.The auto renewal feature is clearly explaind to our member's upon enrollment and members must agree that their card will be billed according with the plan they choose to complete their purchase.  Ms. ****** filed a dispute with her credit card company and will need to wait for them to contact her regarding the outcome.  

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.  I have already received notification from my credit card company that they have closed the case on the dispute because Care.com indicated that I did not have enough evidence about my cancellation.  That process is now over.  As I indicated in the paperwork I submitted through my credit card (********), I did not receive a single email from your company during the time that you were withdrawing $59 monthly from my credit card.  I did not go to your website once because I thought my service was cancelled.  I am sure you have access to computer records that would confirm that I did not access my account in 11 months, which should indicate to you that I am telling the truth.  But the truth is that you are a predatory company that takes advantage of people who trustingly give you their credit card numbers.  Regards, ****** ******    

10/23/2015 Billing/Collection Issues | Complaint Details Unavailable
10/22/2015 Billing/Collection Issues | Complaint Details Unavailable
10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: iI SIGNED UP AND NEVER USED MY FULLMONTHS. I tried to use it and could not get on. So i signed up again. They emailed i could not sign up and they had emailed me the reason previously and received no reponse. I never got an email form them with a reason or asking for a response. I signed up again with a diffeerent email since they could not find my correct one and paid and after one day the canceled it. I am elderly and need the kind of one day help once in a whild they provide. I dont' need a full time cleaning agency. Please hep me resolve this problem with them so i can get some help. i am 70 and in bad health and need help with chores around the house. They say my background check prevents me. I have not thing on my background check but chap 7 dismissed now.

Desired Settlement: I want the membership restored. i never ned anything wrong. If I remember one caregive would not take a check and never came back for the cash. I did not have her contact except on the site and emailed her over and over. That is the only mishap i ever had with the services except people saying they wou.d come and didn't. You may get someone to keep their work and may not. If yu contact enough , some ill respond.

Business Response: I apologize for Ms. *****’s frustration with his membership with Care.com and experience with the site. 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 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 Ms. *****’s concern.5. Termination of RegistrationIn 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.Additionally, Ms. *****’s subscription fee was refunded back to her when her original account was closed.  Below is a copy of the transaction history of the refund that was issued for her convenience.****************** 02/19/2015 12:28:16 CREDIT ********  ($78.00)  Approved

10/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I call Care.com on October 9 2015 I talk with a customer resp by the name of **** she took my payment over the phone for $ 34.10 she t old me if I am not happy with the sericve I may cancel it and get a full refund back I call to cancel and I found out she told me the wrong thing so I did not get a refund back and the customer service resp. was very rude to me and she cancel my account on October the 14 2015 and I was pay for 30 days of service and did not get to have it for the whole month just a few days I see Care.com is not a good service to use please help me resolve this thank you

Desired Settlement: I just want my $ 34.10 refund back to my Credit card that's all I am asking for thank you

Business Response: I would like to apologize for Mr. ********'s frustration with his care.com membership.  It appears that Mr. ********'s account has been suspend and a refund has been issued for his subscription charge in accordance with our refund policy.  Please refer to section 8 of the Care.com Terms of Use.Below is a copy of the transaction history for Mr. ********'s convenience.  I would encourage him to reach out to us directly with any further questions regarding his membership.

Consumer Response: 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, ***** ********

10/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Care.com has terminated my registration. I got an email because I submitted an email about not being able to sign in. Today 10/5/2015. I got an email from ******* at care.com member care. That said she was unable to accept my membership. Due to a criminal check threw Sterling Info system. She also mentioned she could not change this. Allowing me to become a member? I'm clear threw The state and federal agencies.I emailed ******** back because I have never have been in trouble with the law. Not even a traffic ticket. The information or lacking in formation is not correct.This does need to be opened and looked into. The information they have is not correct and really have my name on a bad list that shouldn't even be on.

Desired Settlement: Fix this. Allowing me to a member at care.com and not have me out as a criminal......

Business Response: I would like to apologize for Ms. *******'s frustration with her Care.com membership.  The decision to close her account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension. Regardless of the date or outcome of the case it still appears on your record as a criminal charge and according to Section 2 of our Terms of Use this disqualifies you from using our service.   Furthermore, when Ms. *******'s account was put under suspension on 4/26/2015, she was notified by email  and was provided 90 days to dispute the charges or get the case removed. Since Ms.******* did not provide us with the required documentation, proving that the case had been removed or disputed the case, her account was closed onm 7/27/2015.I do apologize but Ms. ******* will not be able to re-enroll on Care.com. If Ms. ******* has further questions about this she can refer to our Terms of Use for more information.   Additionally, I encourage her to reach out to us directly in regards to her membership.

Consumer Response: I have never been in trouble with the law. I have no criminal record or pending. I have been finger printed with the state and federal agencies. I work for the federal dept. no way could I have a record. I I also tried to reach out to sterling agency whom they use to run criminal records. I was hung up after setting on hold for long period of time. Im not sure if they have missing info or what.An agency that will disqualify for nothing. This is slander.I want this reopened.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.  Regards, ****** *******    

Business Response: Again, I do apologize for Ms. *******'s frustration with our polices and her Care.com membership.  Ms. ******* will not be able to re-enroll on Care.com. If Ms. ******* has further questions about this she can refer to our Terms of Use for more information. Additionally, I encourage her to reach out to us directly in regards to her membership.

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.  I want this company to contact the agency that they use. This company has incorrect information about me. This is not good because care.com refuses to help sole the problem.I personally have tried twice to contact the company they use but I waited on hold then they hang up.  Regards, ****** *******    

10/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been a care.com member for several years. I employ several caregivers full-time for an elderly parent. I have had some trouble with care.com, such as a convicted felon passing their background check, but have resolved these issues in the past, by, for example, simply doing background checks through other methods. I have never violated any of their rules, treat and pay caregivers extremely well, and have several caregivers recruited through care.com working for me currently and for over 2 years. I pay for a premium account with care.com, and my account has been in good standing. Then, all of a sudden, my account was terminated, for no reason. I have inquired repeatedly about this, asking care.com for an explanation, for them to review the decision and for them to reinstate my account. But I simply receive rote responses from various "care team members" stating and repeating that they can terminate accounts at any time for any reason, they do not disclose the reasons, and the termination is irreversible. I don't know whether this is a random act by care.com, or whether someone is slandering me to care.com, falsifying information, has stolen my identity, or is committing fraud against me. I certainly have never misused my care.com account, but I have changed all my passwords on accounts with other businesses, due to the possibility that someone may have gotten access to my care.com account and is misusing it. Something has apparently happened and it could involve criminal behavior against me or my family members, but I simply do not know because care.com will not address my questions or concerns. I don't know of any other business which completely refuses to discuss its relationship with you, and I consider this the worse customer service I have ever experienced. Someone who has just been released from three years in prison for carjacking and armed robbery can pass a background check by care.com and can offer their services to care for the elderly through the site. But someone like me, with impeccable credentials and behavior, is terminated from the site for no reason.

Desired Settlement: I would like my care.com account reinstated, for which I am of course willing to pay the membership fee. I would like information from care.com about what happened, if anything, to trigger the termination of my account.

Business Response: I apologize for Ms. *****’s frustration with his membership with Care.com and experience with the site. 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 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 Ms. *****’s concern.5. Termination of RegistrationIn 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.Additionally, Ms. *****’s subscription fee was refunded back to her when her account was closed.  Below is a copy of the transaction history of the refund that was issued for her convenience.****************** 09/30/2015 05:05:04 CREDIT ******** ($156.00)   Approved

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.  10.10.15 update - I guessed that a caregiver we'd recently employed had retaliated against our family by making false claims leading care.com to terminate our account. We had not complained to care.com about this person or asked that the person's care.com account be terminated.With this hypothesis, I provided care.com with a statement about our experience with this former caregiver, indicating that I thought we were being retaliated against, and asked for our account to be reinstated. I was apparently right about why our account was terminated, because I got an immediate email from care.com stating that the former caregiver's account at care.com had been terminated. I had not asked for this action or any action against this former caregiver, only sought to defend us against false information that may have been provided by a disgruntled former employee.In trying to determine who was retaliating against us, I also provided care.com with other names of caregivers who could be retaliating., including the felon I mentioned in my complaint.  I was immediately notified by care.com that one of these people's accounts on care.com had also been terminated, apparently on the strength of my mention. I had also not asked for this or any action against the former caregiver.To distill what I experienced, it appears that any unverified complaint, or any negative mention at all, about either a service consumer or service provider on care.com, results in the target of the negative information having their care.com account terminated. The negative information cannot have been verified, and the targets cannot have been allowed to present their side of the story, because the termination of accounts by care.com happens immediately following a complaint or negative input.This appears to be a care.com corporate policy, perhaps to weed out troublesome members. There is no verification or dispute resolution process, simply immediate termination of membership by the company if there is any negative feedback, whether the feedback is based on reality or is retaliation. This presents care.com with a serious problem, not only with customer relations.  They are opening themselves up to possible discrimination actions since there seems to be no legitimate basis for their termination of members' accounts. The complaints being made could accuse other members of anything at all - being tall, being disabled, being elderly, being gay - and care.com can be making its termination decisions on that basis.This type of action will also prevent employers or employees from taking legitimate action against individuals they are working for or who are working for them, for fear that unsubstantiated complaints to care.com from such individuals could result in the termination of their care.com accounts.  What if I had been afraid to fire the caregiver who had lied on their application about having just gotten out of prison for armed robbery and carjacking, because I knew they could provide an untruthful complaint about us to care.com and have our account terminated?  This is an extremely bad practice by care.com.Our care.com account has not been reinstated, despite my repeated requests to the company to do so. We have done nothing at all wrong, and have been a premium member of care.com in good standing for several years.Since by care.com's own actions we have established that we were the target of retaliation, I again ask that care.com reinstate our account. Regards, ****** *****    

Business Response: Again, I would like to apologize for Ms. *****’s frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Ms. *****’s feedback regarding her membership and our policies to the appropriate department on her behalf.

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.  It is obvious from the responses to me that Care.com does not really respond to customer complaints.  They refer to me in their responses as both "Ms" and "he," which indicates an automatic response, and they have not addressed my complaint.  I insist on a real answer as to the basis on which my account has been terminated, on the immediate reinstatement of my account and on an apology for this poor and possibly discriminatory customer service. Regards, ****** *****    

10/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have an account for the ********** Academy of Chicago under the email address ************************ on Care.com. I have had this account since 2013. Last week I reinstated our account and paid for the $100 per month for 3 months package. On Wednesday, September 23rd I accessed my account and sent a message to a potential candidate. At 10:35am that day I received an email that said that my account had been terminated but did not provide a reason. I immediately called the customer support number (877-277-3444) and waited on hold for approximately 40 minutes before electing to have someone call me back between 3:00pm-4:00pm that afternoon. I never received that call back. On Thursday, September 24th I called at approximately 8:45am and was told that the gentleman in customer support would be looking into matter and would call me back. I never received that call back. On Friday, September 25th at around 8:45am I called again and was told by the representative that they could not tell me why my account had been terminated. I asked to speak with a supervisor and was told that the supervisor did not come in until 10:00am that day. I was also told the supervisor would be reaching out to me when they arrived to resolve the matter. I spoke with ******* **** during this call and she was not only unhelpful but extremely rude. At 10:10am that day I called back to speak to the supervisor and the call went straight to voicemail. I left a message asking that someone call me back. Around 11:00am that morning I called again and again the call went straight to voicemail and I left a message. I have now tried to call again twice this morning and each time the call had gone straight to voicemail. I called again from two different phones and was on hold for over an hour before electing to have someone call me back. Today I have also called the support line for parents and those looking for a job, both times I was sent to an automated message. I have also sent an email to the support address today. I have now exhausted every single avenue by which to contact this company. All this run around without any answers seems like either a mismanagement of the support department or this is all a scam and I will not be reimbursed. I have now paid for my membership and no one will speak to me about a refund. We use this service to find applicants and I was speaking with a qualified applicant when my account was cancelled. Not only am I paying for this service I am not using, I also lost the possibility of providing a deserving person an interview or possibly a job.

Desired Settlement: I would like to understand why my account was cancelled when I have been a paying customer for over two years. I would also like to receive a refund and credit towards my account. Not only am I losing out on money that I don't believe I will ever get back, I do not get to meet with a qualified candidate that could have potentially worked at our school. Businesses rely upon these services for hiring and failing to fulfill their duties makes this business a complete failure.

Business Response: I would like to apologize for Ms. *******'s frustration with her Care.com membership.  We have reached out to her directly via phone regarding her issue to resove it as soon as possible and look forward to assisting her.  We encourage Ms. ****** to reach out to us directly so that we may resolve this as soon as possible for her.

10/18/2015 Billing/Collection Issues | Complaint Details Unavailable
10/14/2015 Billing/Collection Issues | Complaint Details Unavailable
10/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Closed my account after about 7 years of service following the complaint of one person. No investigation was conducted or evidence given. My only offense was quitting due to non payment and an overall uncomfortable working situation. I asked if they could at least help me get my last paycheck (approximately $487). I had also purchased a new background check the day before in preparation for finding a new job ($9). I've contacted them to see if they'll at least refund this charge since it wasn't used. No response for that matter yet. They claim they don't get involved with disputes between parties, but they did when they took the employer's side without verifying anything. Upon looking for reviews of their site, I found similar situations had occurred with other people.

Desired Settlement: Reinstatement of my account and assistance in receiving my final paycheck.

Business Response: I apologize for Ms. ******’s frustration with his membership with Care.com and experience with the site. 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 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 Ms. ******’s concern.5. Termination of RegistrationIn 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: 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.    Regards, ******** **    

Business Response: Again, I would like to apologize for Ms. ******’s frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Ms. ******’s feedback regarding her membership and our policies to the appropriate department on her behalf.

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.    Regards, ******** **    

10/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did not find a sitter who was responsible so I decided not to renew. About a month ago, I submitted online the cancellation request about 10 times because I could not get a confirmation email. Out of frustration, I also tried to remove my credit card information and I thought I was successful. I was just billed for the service that I repeatedly cancelled. I can not fin anyplace on their website a number that I can call to fix this situation. I was not satisfied with the service but I am not seeking a refund for that quarter that I paid and enrolled. I just want a refund for the renewal that I thought I had canceled when I submitted the cancellation request on the website about 10 times.

Desired Settlement: Please cancel the service and refund the charge that was made for the service that I had cancelled.

Business Response: 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 she joined Care.com. 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, ANDYour 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.We have refunded Ms. ******'s last charge of $87.00, as a courtesy since she does meet the above criteria.  Her card will no longer be billed.  Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for Ms. ******'s convenience: However, ultimately it is the member's responsibility to either downgrade their account or contact us when they are through using the service.The following credit will be reflected in your account within three to five business days.****************** 10/02/2015 05:14:04 CREDIT ******** ($87.00) Approved Please refer directly to Section 8, which specifically addresses our payment and refund policy.Additionally, I have downgraded Ms. ******'s  account to our Free Basic Membership, which allows her to continue to search for caregivers, post a job and receive responses without being charged. I would like to encourage Ms. ****** to reach out to us dirctly with any further questions regarding her membership.

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for an upgraded premium membership to be able to list looking FOR jobs on care.com. I am in the computer IT business and this website is not clear and does not work well at all. Nor does the company provide ANY customer service. Instead, they have a series of recordings. I want a refund as I discovered that only those seeking a care provider pay on this site, and not those seeking a care job, such a myself. Moreover, I spent alot of time writing up a profile and posting a picture and applying for over 50 jobs, only to get an email stating that my profile is in the wrong catergory!!!?? I called ************* last night and this morning upon opening hours, and found they have not even one customer service agent to resolve this matter. I want a refund immediately and I want a live person to call me with their direct contact phone information so that I can properly list as a care provider. This company seems to be three sheets to the wind when it comes to their website?

Desired Settlement: I want a refund immediately and I want a live person to call me with their direct contact phone information so that I can properly list as a care provider AS SOON AS POSSIBLE. Something similar happened to me a few years ago with them and my friends warned me not to sign up with them as they rip people off. This company seems to be three sheets to the wind when it comes to their website?

Business Response: I would like to apologize fro Ms. ********'s frustration with her Care.com membership. Ms. ******** upgraded her family account, whch is designed for families looking to hire caregivers. From reviewing her contact with us, it is my understanding tried to create a profile to look for a job under that account. It was rejected because it was not a post looking ot hire a caregiver. Unfortunately due to a technical issue we experienced in her account the rejected job post is not showing in her account and we are unable to retrieve the profile that she typed into it. The issue was reported to our technical team on her behalf. Additionally, we immediately refunded back the subscription charge for Ms. ******** since she was not going to be looking to hire a care giver. Below is a copy of the transaction history for her convenience. ****************** 09/23/2015 10:39:31 CREDIT ******** ($39.00) Approved One of our Member Care reprensentatives will reach out to her directly to assist her in her request to open caregiver account to look for a job. I would encourage Ms. ******** to reach out to us directly for any furhter assitance with her membership.

10/6/2015 Billing/Collection Issues | Complaint Details Unavailable
10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello- My account on care.com was set to auto-renew on September 18, 2015. On the day of September 17, 2015, I went online and believed I down-graded my Care.com account. I then found the following day I was charged. I contacted Care.com (At 6:30 A.M.) that very day and let them know of the billing mistake. I was then followed up with an email that evening that indeed I was incorrect, and that they are sorry, but I did not cancel my membership and they would do that for me now. I then exchanged 3 emails saying- I attempted to cancel, i was under the impression I did, I ask that you refund given that your website must have had an issue. then yesterday, 9/21/15, I was told I was not eligible for a refund because I have used my account since 9/18-- which is unfounded, I HAVE NOT USED IT, I HAVE NOT MESSAGED ANYONE. and have all the screenshots to prove it. This lack of customer service common sense is disturbing. I WAS CHARGED FOR AN ADDITIONAL MONTH OF SERVICE AFTER i CANCELLED IT IN THE APPROPRIATE WINDOW, and now I am told that they are sorry, but I should have known the terns of agreement?

Desired Settlement: ASAP

Business Response: I would like to apologize for Ms ***********'s experience with the email support she received with her request for a refund and cancellation on her subscription.  Ms. **********'s accound did renew for another month's subscription in 9/18/2015.  She absloultely qualified for a refund in accordance with our refund policy, which is specifically designed to protect members from unnecessary charges.  The last charge within 30 days is eligible, for a refund provided there is no premium activity on the account, which Ms. *********** qualified for.Due to human error, the refund was not processed at the initial request.  I do see that the representative corrected the error they made and refunded Ms. ***********'s renewal charge.  Below is a copy of the transaction history for her convenience.****************** 09/22/2015 07:28:12 CREDIT ******** ($39.00) ApprovedI have personally, submitted Ms ***********'s feedback regarding her customer service experience to the appropriate department on her behalf.  Additionally, we will be providing additonal coaching to the representative to ensure that this type of issue does not happen in the future.  I would encourage Ms. *********** to reach out to us directly with any additional questions regarding her membership.

10/2/2015 Billing/Collection Issues | Complaint Details Unavailable
10/2/2015 Billing/Collection Issues | Complaint Details Unavailable
10/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I filled out an application to work as a babysitter and was told there was a one time fee of $20. Because of my age, I do not qualify to have a credit card, so I had to pay with my ATM debit card attached to my high school account. I signed a contract for a one time fee. However, this company has been debiting my high school account on a monthly basis for an approximate total of $120. I have not received any job offers and have not worked at all for this company, but my mother's review of my account has found this company has an automatic monthly withdrawal set up with no expiration and I do not know how to stop it. I have made several attempts through the online website to resolve, but the contact button goes nowhere. Through BBB website I was able to get a link to send a message, but I have not yet received a response. My mother's research found that I will be the 309 complaint for billing related issues. She believes this warrants a review of this company's accounting practices and current rating by the BBB.

Desired Settlement: I would like a refund of the unauthorized withdrawals from my high school debit account and to have no further unauthorized withdrawals from my account by this business.

Business Response: I would like to apologizie for Ms. ******'s frustration with her Carecom com membership subscription.  The Premium Membership is an optional feature that provides member with additional features and exposure on Care.com. When Ms. ****** enrolled in this membership it was clearly stated that all of our subscriptions automatically renew until cancelled. Additionally we have been sending Ms. ****** email reminders 7 days before each the billing cycle in case she had wished to cancel. It is ultimately the member’s responsibility to downgrade the account or contact us if assistance is needed.If Ms. ****** has further questions please refer to Section 8.3 of our Terms of Use, and please keep in mind you agreed to these terms upon registering with the site.  I would also encourage Ms. ****** to reach out to us directly with any additional questions regarding her Care.com membership.

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a member on care.com for about eight years. I never had any issues with them & all was well on their end. I was able to get many jobs from their site. My background check was fine, and I had plenty of good referrals. Not long ago, though, I had a bad experience with a babysitting job that I got off a ******** group. During the interview, I had mentioned to this person & her husband that I also belonged to care.com. Anyway, she turned out to be an ungrateful & nasty person, and she began badmouthing me for her own insane reasons on all the ******** groups. She was stating nothing but lies, and went after me out of spite. Every single ******** group moderator believed me and deleted her posts. They also removed her from their groups. About the same time, however, care.com closed my account. They don't give reasons but I am positive it's because this person wrote negative yet untruthful things about me. I gave her more than she asked for, but there's no pleasing certain people. i sent numerous e-mails to care.com, trying to explain my side & hoping to avoid filing this complaint, but they don't seem to care about what I have to say, and gave me the e-mail to their legal dept.. I became a victim of a bitter & untruthful person who decided to hurt my reputation, yet care.com won't even hear me out, even though I had done business with them for all of those years with no problems. It seems pretty easy for some scorn person to get unwarranted revenge using care.com. This isn't right & feel betrayed.

Desired Settlement: I would like to have my account re-opened & put back in good standing, as it was before this person made her false allegations.I did nothing wrong, to this person AND to care.com. Their refusal to offer a fair solution & their neglect to good members really bothers me.

Business Response: I apologize for Ms. *******’s frustration with his membership with Care.com and experience with the site. 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 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 he 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 Mr. *******’s concern.5. Termination of RegistrationIn 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: Obviously, I will not be doing anymore business with Care.com. I still don't agree with their decision, and would like my complaint against them to stand & be shown. I also can't understand how a business with over 30% negative reviews & so many complaints can have an A- rating. Anyway, I will use other websites out there to find work.Regards, **** *******    

Business Response: Again,  I would like to apologize for Ms. ******s frustratration regarding the closure of her account.  Care.com takes feed back from our members very seriously and uses it to improve to provide the best service for our customers.  As such, I have personally submitted Ms. *******'s feed back regarding our termination policy to the appropriate department on her behalf.

Consumer Response:

Let's be clear here...the name is Mrs. **** *******. Thank you.

9/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hired a nanny and was told background done..lady has charges as well as lost her custody of her child when I complained and gave a review my account was closed.

Desired Settlement: I want my account unfroze as I did nothing wrong? Or at least delete nannies account as well?

Business Response: I apologize for Mr. ******’s frustration with his membership with Care.com and experience with the site. 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 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 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 Mr. ******’s concern.5. Termination of RegistrationIn 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: 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.    Regards, **** ******    

Business Response: Again, I would like to apologize for Mr. ******’s frustration with his membership with Care.com and our Termination Policy. 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 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. 

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.  Regards, **** ******    

9/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been an upgraded member of this site which I am using for seeking employment. I just recently noticed that an unknown person with some fake ID become a contact and left a fake review on my profile. I do not know this person and never ever worked for her/him. I requested Care.com to have it removed as it is affect my business but they did not take any action or gave me satisfactory reply. It leave someone in a very vulnerable position when fake profiles can go and leave fake reviews and can become contact. It is a fraud and reported it several times, yet nothing happened.

Desired Settlement: I would like to have the fraud contact and review to be removed from my profile and also a full refund for experiencing this inconvenience. I have been contacting Care.com by several ways (email, phone, etc.) and no satisfactory steps have been done yet.

Business Response: I would like to apologzie for Ms. ******'s frustration with her Care.com membership and our policies.  Unfortunately we cannot remove the review from herr profile.  If yMs. ****** refers to Section 3.1 of our Terms of Use she will see that opinions, advice, statements, offers, or other information or content made available on the Site or through the Service, but not directly by Care.com, are those of their respective authors. Such authors are solely responsible for such content. Care.com does not: (i) guarantee the accuracy, completeness, or usefulness of any information on the Site or available through the Service, or (ii) adopt, endorse or accept responsibility for the accuracy or reliability of any opinion, advice, or statement made by any party that appears on the Site or through the Service. Under no circumstances will Care.com or its Affiliates be responsible for any loss or damage resulting from: a) your reliance on information or other content posted on the Site or transmitted to or by any user of the Site or Service; or b) reviews or comments made about you on the Site by other users. Upon enrollment Ms. ****** agreed that Care.com has no obligation to remove any reviews or other information posted on the Site about her or any other person or entity. If Ms. ****** disagrees with a review, she may post one rebuttal to the review, provided the rebuttal complies with these Terms. Additionally, Ms. ****** may not terminate her registration and re-register in order to prevent a review from being associated with her account. The author of a review can always remove or request removal of a review they have written.If Ms. ****** has any further questions I would encourage her to  refer to our Terms of Use for more information.  Additionally, I would encourage her to reach out to us directly for further assistance with her Care.com membership.

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.    Regards, ****** ******    

Business Response: Again, I would like to apologzie for Ms. ******'s frustration with her Care.com membership and our policies. Unfortunately we cannot remove the review from herr profile. If Ms. ****** refers to Section 3.1 of our Terms of Use she will see that opinions, advice, statements, offers, or other information or content made available on the Site or through the Service, but not directly by Care.com, are those of their respective authors. Such authors are solely responsible for such content. Care.com does not: (i) guarantee the accuracy, completeness, or usefulness of any information on the Site or available through the Service, or (ii) adopt, endorse or accept responsibility for the accuracy or reliability of any opinion, advice, or statement made by any party that appears on the Site or through the Service. Under no circumstances will Care.com or its Affiliates be responsible for any loss or damage resulting from: a) your reliance on information or other content posted on the Site or transmitted to or by any user of the Site or Service; or b) reviews or comments made about you on the Site by other users. 

I have personally, submited the feedback regarding this policy to the appropriate department on the member's behalf. Again, I encourage Ms. ****** to reach out to us directly with any additional questions regarding her membership.

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 # Regards, ****** ******    

9/27/2015 Problems with Product/Service | Complaint Details Unavailable
9/27/2015 Billing/Collection Issues | Complaint Details Unavailable
9/23/2015 Billing/Collection Issues | Complaint Details Unavailable
9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was searching for a sitter for my 4 year old. I indicated that most I could pay was $15 an hour. I received an unsolicited offer from a woman for $17 an hour. I asked if she was a nurse because that was expensive and I could not afford to pay someone that. Within an hour I received a note from ******* care.com team that my account was terminated. I had been a customer in good standing since last October. I emailed her twice to ask when the rest of my prorated subscription (ending Octt 20 2015) would be refunded. She has ignored my emails. I also noticed that I never received the 20% discount when I signed up. I AM LOOKING TO RECEIVED A $20 REFUND TO COVER THE REMAINDER OF MY SUBSCRIPTION THAT WAS TERMINATED AND PREPAID AND FOR THE DISCOUNT I DID NOT RECEIVE. AFTER THIS EXPERIENCE I WOULD HIGHLY AGAINST USING CARE.com

Desired Settlement: Refund the prorated amount of the remainder of my subscription and reimburse the 20% discount that was never applied to my subscription. Total equals $20

Business Response: I apologize for Ms. *******’s frustration with his membership with Care.com and experience with the site. 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 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 he 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 Ms. *******’s concern.5. Termination of RegistrationIn 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.Additionally, Ms. *******'s entire subscriptoin fee was refunded immediately to her.  Below is a copy of the transaction history foe her convenience.  I would encourage Ms. ******* to reach out to us directly with an additonal questions regarding her Care.com membership. ****************** 09/12/2015 10:57:37 CREDIT ******** ($117.00) Approved

Consumer Response: 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, ****** *******-****

9/16/2015 Billing/Collection Issues | Complaint Details Unavailable
9/16/2015 Billing/Collection Issues | Complaint Details Unavailable
9/13/2015 Problems with Product/Service | Complaint Details Unavailable
9/9/2015 Billing/Collection Issues | Complaint Details Unavailable
9/7/2015 Billing/Collection Issues | Complaint Details Unavailable
9/7/2015 Billing/Collection Issues | Complaint Details Unavailable
9/6/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/6/2015 Billing/Collection Issues | Complaint Details Unavailable
8/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have made several attempts to contact Care.com for assistance with my account, and finally in frustration contacting them for seeking a refund (which was sought within 30 days of purchase). The entire system is set up as automated messages and pre-written e-mail responses (slightly edited - as one Representative forgot to delete the instructions to put a personalized message on her e-mail). I am transferred from representative to representative (via e-mail response; even if I reply directly to one representative, another responds in a completely separate e-mail) and cannot receive continuous assistance with anyone knowledgeable on my issue. My boyfriend found the number for Care.com on BBB, and we tried calling before sending this complaint. We called during business hours and get nothing but automated FAQ responses. We were on the phone for a very long time, and part way through told to stay on the line for an available representative, or to push 1 for a call back. Pushing 1 took us straight back to the FAQ menu. Finally, it asked us if we wanted to leave a message, or leave feedback and advised us we could also go online to that FAQ sheet, or contact them via e-mail. When tried to leave a message or feedback, it thanked us for calling before we could do either and automatically hung up. I cannot get help online; I cannot speak to a real person. I am not happy with Care.com's service at all. I work in Customer Service and I would almost never complain in large, but I cannot resolve my issues because I cannot contact anyone who actually deals with them other than in automated form.

Desired Settlement: I would like a real live representative to contact me in person to deal with the issue. I would also like a refund. I will not be purchasing an upgrade from a free account with Care.com ever again nor recommending doing so to anyone else I know. I hope that ultimately Care.com will be more available to it's customers in the future, and not simply through FAQ sheets and e-mail messages. It is a great website idea, and a great way to connect families and individuals with responsible people able to perform those services. I am just bummed that Care.com has such poor service of it's own.

Business Response: I would like to apologize for Ms. *******'s frustration with her Care.com membership and experience with our Member Care Team.  I see that Ms. ******* has reached out to our email team three times requesting assistance.  Each request for assistance generates an individual case which is assigned to a representative, which is why Ms ******* is receiving email communications from different Member Care Representatives.  

I do apologize for Ms. *******'s experience in reaching a Member Care Representative through our phone support..  We do have many options to choose form when contacting us which is designed to get our member's in touch with the appropriate representative to assist them with their specific needs.  As we are always looking for ways to improve the customer service experience for our member and currently working on a project to make it easier for our members when calling in.  Additionally, I  am unaware of any ongoing issues with our call back feature.  I have personally submitted Ms. *******'s feedback regarding that feature to our technical team on her behalf.

As a courtesy, we have refunded Ms. *******'s Premium Subscription with the exception of the charge for the Preliminary Background Check that comes free with the upgrade.  The cost for the check is $9.00.  A partial refund has been issued and a copy of the transaction history for her convenience.  


******************  08/13/2015   04:03:52   CREDIT ********   ($2.00)          Approved
******************  08/13/2015   04:03:30   CREDIT ********   ($25.00)        Approved 

I would encourage Ms. ******* to reach out to us directly with any addional questions regarding her membership.

Consumer Response: I am fine with the refund provided, as I did sign up for the preliminary background check. I am not happy that Care.com insists that the only reason I heard back from separate people was by opening new cases. New cases were indeed opened, due to replying to the previously opened ones and receiving no response back from the Care.com team member who replied to the original case. I even responded to one case response and heard back from a whole different representative. I have e-mail proof of these contacts. I did not appreciate them originally telling me I had surpassed the 30 day refund period, when I had not, and it was wrong of them to do so. Care.com does not have lots of contact methods and we did try many times to deal with them directly before using BBB. I would attempt to contact Care.com directly again, but I do not want to waste more of my time.  I would really have appreciated a full refund due to the time it is cost me to deal with this whole issue they have caused. It is not a courtesy refund - it should have been easily refunded in the first place. Still, I appreciate the website, but the service and the premier membership I can do without.  As a side note, a part from BBB, the issue has never been addressed via my e-mail contact, although I was finally e-mailed by the original Care representative in my first case who said they would check with a Manager (note: this was after I had already contacted BBB). Anyway, thank you to the BBB for being a mediator in this case, and Care.com for finally refunding me my money. I hope that your service will change for the better because of this case - if so, it has been worth the time. Thank you. Regards, ***** *******    

Business Response: Again, I would like to apologize for Ms. *******'s frustration with the customer service she has received.  I was able to locat the incorrect email which she received and we have reached out to the representative through on going coaching to ensure that the error does not happen in the future.  Currently, we have a high volume of customer service cases due to peak season and our email response time has been slightly longer that our normal repsonse time and I would like to thank Ms. ******* for her patience.  Additionally, I have submitted her feedback regarding this experience on her behalf to the appropriate department so that we can continue to review our practices and improve upon them. 

8/30/2015 Billing/Collection Issues | Complaint Details Unavailable
8/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 11, 2015, I logged on to care.com to find a babysitter. At some stage in the process, I accidently signed up for a 12-month membership. I do not want a 12-month membership. I thought I was signing up for a month membership and was not aware that it would be renewed monthly for 12 months. I believe I was charged $156, which is outrageous. I contacted Care.com IMMEDIATELY by email (per their form) and indicated that I only want to use their service for a couple of weeks. I am willing to pay for one month (not automatically renewed) but not 12 months. They have not responded to my email and non one is answering their help line. PLEASE HELP ME GET A REFUND. Regards, ******* ******* ***** ********

Desired Settlement: I just need a refund of the 12-month charge. If I use their service, I am willing to pay for a month.

Business Response: I would like to personally apologize for Mr. ********* frustration with his Care.com Premium Membership Plan.  I have personally switched him over to a one month subsription at a cost of $39.00.  I have refunded back the remainng amount of $117.00, back to him.  The refund should be reflected in his statement within the next 3-5 business days.  Below is a copy of his transaction history for his convenience.****************** 08/13/2015 04:42:52 CREDIT ******** ($117.00) ApprovedAdditionally, Mr. ********* will have access to his Premium Subcription for a full month.  His account will downgrade back to the Free Basic Subscription on 9/13/2015, and his credit card will no longer be billed.  I would like to encourage Mr. ******* to reach out to us directly for any further assistance with his membership.

8/21/2015 Billing/Collection Issues | Complaint Details Unavailable
8/17/2015 Billing/Collection Issues | Complaint Details Unavailable
8/17/2015 Billing/Collection Issues | Complaint Details Unavailable
8/14/2015 Problems with Product/Service | Complaint Details Unavailable
8/13/2015 Problems with Product/Service | Complaint Details Unavailable
8/12/2015 Billing/Collection Issues | Complaint Details Unavailable
8/12/2015 Billing/Collection Issues | Complaint Details Unavailable
8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: How can they terminate membership without a reason

Business Response:

I apologize for Mr. ******** frustration with his membership with Care.com and experience with the site. 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 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 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 Mr. ******** concern.

5. Termination of RegistrationIn 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: 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.   Regards, **** ******    

Business Response: Again, I would like to apologize for Mr. ******** frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Mr. ******** feedback regarding his membership and our polices to the appropriate department on his behalf.

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.   Regards, **** ******    

8/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for the free service offered by Care.com. I was told There were thousands of hours worth of work available to me weekly. No job was ever offered. Next, I was told to increase my chances at getting a job I should supply potential customers with my background check and that supplying a resume and past jobs held would show potential employers of my trustworthiness. I did this for a cost. I was next told that my profile had not been approved and that since I was a business owner I could purchase their evaluation of my business. I passed the background check though yet still I was not contacted about any of the positions I applied to. I believe this company is a scam and they want to get money from you by any means possible. Never have I seen so many obstacles to prevent a person getting a job. In addition, canceling the servivpce is not showing possible.

Desired Settlement: I want the money I paid to this company refunded to me immediately.

Business Response: I would like to apologize for Ms. ************* frustration with her Care.com membership.  It appears if her housekeeping profile was never approved on the site due to an incomplete address on her account and that she was offering services for her business.  The account Ms. *********** opened was an individual account rather than a business account.  Ms. *********** was notified through our email system that her profile was not approved, which is why her applications to families were not sent.As a courtesy, I have refunded back her premium subscription and bacground check charges and closed out the account. Below is a copy of the transaction history for convience.****************** 07/29/2015 12:24:17 CREDIT ******** ($16.00) Approved****************** 07/29/2015 12:24:11 CREDIT ******** ($9.00)   ApprovedMs. *********** may open a business account at any time in the future to advertise her business services.  I encourage Ms. *********** to reach out to us directly with any questions regarding her membership.

8/7/2015 Billing/Collection Issues | Complaint Details Unavailable
8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After being a member of care.com for four months they, without reason or explanation, terminated my account. Now, I'm well aware their terms of service state that they can do this without explanation, to do it after building relationships and rapport with several families who rely on me for childcare is reprehensible. How do I explain to all the families I work with why this has occurred? How can I hope to make them feel comfortable with me again after casting such a negative shadow on my character? I have done absolutely NOTHING to warrant this termination!!!! They have ruined and destroyed what took me four months to build. I want my account reinstated along with an email sent to everyone they contacted about my termination that it was a mistake and they're sorry.

Desired Settlement: Reinstate and apologize to all those who they informed if my termination and admit it was in error.

Business Response: I apologize for Ms. ************** 's frustration with her membership with Care.com and experience with the site. 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 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 Ms. **************'s concern.5. Termination of RegistrationIn 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: They ruined my livelihood and tarnished my reputation and character in the process. I have experienced monetary loss as a result of their arbitrary decision to terminate my account. It's one thing to terminate my account but to send emails to those I've built rapport and a relationship with is a completely vicious action. In addition to the monitary loss I've experienced the deformation of character is unforgivable. I have already set in motion contacting news reporting agencies to get the word out about their unscrupulous business practices. Their so called "Terms and Conditions" never stated they could, and will, destroy my reputation as an excellent care giver. Their email to all those I've worked for in addition to the others I was hoping to work with was slanderous suggesting it would not be safe for them to contact me again. I have done nothing that warrants such slander. This is just wrong. I will continue to work diligently to expose them and for them to retract what they've done to me.  Regards, ***** **************    

Business Response: Again, I would like to apologize for Ms. **************'s frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Ms. **************'s feedback regarding his membership and our polices to the appropriate department on his behalf.

8/1/2015 Billing/Collection Issues | Complaint Details Unavailable
8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I hired a babysitter through care.com to watch over 10 year old daughter and my twin 5 year old boys (one of which is Autistic). On June 15th, 2015 the babysitter took it upon herself to leave early. She just left my 3 kids home alone for a couple hours. During this time my 10 year old was very scared as she had no idea why the babysitter was leaving before her parents got home nor did the babysitter explain why she was leaving. My other concern was my 5 year old Autistic son who could have easily left the house and wondered off. After I submitted the claim through care.com (claim # *****************), I received an email stating that i should receive a follow up phone call within 24 hours, however I did not. After two days of not hearing from anyone I called back for an update. The representative said she would make sure that someone gives me a call this time. Three weeks have gone by and I never received a phone call. Around the same time I told them I wanted to "downgrade" my membership so I would not be charged anymore. Instead they closed my account which means I lost all access to my previous documents. There is a difference with downgrading (which still gives you the ability to view profiles and previous emails, however you cannot reach out to anyone). When the account is closed you cannot access the site at all. Care.com made the decision without my authorization to cancel my account all together which means all of the documentation i had on this babysitter was gone. When I called back I tried to get my account re-established, but I was told it was not possible. I also asked if I could speak to a manager right away since I never got a call back but, instead they continued giving me the same speech as before "a manager would never call me back". I stressed that it's the third time I was told a manager would call me back but they said there was not they can or will do for me. I asked how I could get my previous emails back, they told me I would need to get a lawyer to retrieve that information (which means the documentation is still retrievable, just not to me). All I wanted to do was be assured that the babysitter was taken off their website but they would not confirm for me and because they took my account away I am not able to confirm for myself. What this babysitter did was not only negligent but also illegal and care.com did not help in any way what so ever. I have no choice but to go to the local police department to file charges against this babysitter to ensure that she is never able to watch kids again. I was also informed that I would get a credit of $41.73 back when I downgraded my membership which I did not get.

Desired Settlement: I still need all of my documentation from care.com so I can continue with the legal proceedings on my end. This babysitter continues to send me texts which is now considered harassment. Care.com made the poor decision to turn their backs on innocent little children. If my autistic son realized the door was unlocked he could have easily went missing into the hundreds of acres of woods in my back yard. I also want a credit of 41.73 as promised to me.

Business Response: I would like to apologize for the frustration Ms. ***** has had with her Care.com Membership and the experience with a caregiver she hired.  Care.com takes safety very seriously and when Ms. ***** reported her concern it was immediately reported to our Safety team on her behalf for review and to determine appropriate action by our Email Support Team.  At that time, it was stated that if additional infromation was required for our Safety Team, we would reach out to her directly.  In addition she was given our Member Care Phone number to contact us as well to address her concerns.Ms. ***** did contact us back and was informed that her concerns had been reported directly to our Safety Team and that appropriate action had been taken.  For our member's protection, we have a very strict Privacy Policy as stated in our Terms of Use and will not disclose any information regarding another member.  During that contact, Ms. ***** had also requested a refund on her subscription renewal, which was immediately refunded per policy.  If Ms. ***** has not received ther refund, I would advise she have her credit card company reach out to us and we will process a check for her.  Ms. *****'s request to have a supervisor review her request for an additional refund was honored and ithe process was explained that a supervisor would respond  back to her directly either by email or phone by the end of the business day in regards to her dispute.  From our records, a supervisor did review her request and emailed her back within the tikme frame indicated.   Below is a copy of the transaction history for her convenience.  ****************** 06/22/2015 01:02:13 CREDIT ******** ($41.73) ApprovedMs. ***** closed out her account on 6/22/15.  Once an account has been closed we are unable to re-open it in the system.  Ms. ***** can open a new account at anytime should she want to access the site in the future.  Please see attached PDF as well.

8/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They keep terminating my account without notice or good reason and I have done nothing wrong. It is illegal in the state of ** to railroad someone when they have done nothing wrong. I also have paid for a background check and feature profile.

Desired Settlement: To have my account back and a refund back on my card.

Business Response: I apologize for Ms. ******'s frustration with her membership with Care.com and experience with the site.   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 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 Ms. ******'s concern.5. Termination of RegistrationIn 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.

8/1/2015 Problems with Product/Service | Complaint Details Unavailable
7/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I signed up for one month with care.com back in the late May, 2015. It was not supposed to auto-renew. I'm sure it was somewhere in fine print that this would auto-renew, but it was not clear to me. The consumer is tired of this all too common scam. Regardless, although they did send me a renewal notice in 6/2015 which I must have missed,they did not send me a renewal notice in 7/2015, yet they just took $69 out of my account on 7/24. I was completely unaware this would even happen until I was checking my online banking statement. I am also completely unable to cancel my membership with them online. I can downgrade it but not cancel. When I look for a way to contact them directly, I cannot find it anywhere on their site. I found their phone number and email by scanning the internet and from the BBB site. I do not want to downgrade. I want to completely cancel. I also want them to refund the payment of $69 that they took from me on 7/24.

Desired Settlement: I want my subscription completely cancelled, I want the $69 back from 7/24 as I did not receive notice that it would auto-renew in July and I want to them to make their website much more clear in terms of how to contact them directly.

Business Response: I would like to apologize for Ms. *********'s frustration with her Care.com membership and 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. 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, ANDYour 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.I have refunded Ms. *********'s last charge of $69.00, as a courtesy since she meets the above criteria.  Her card will no longer be billed.  Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for her convenience: However, ultimately it is the member's responsibility to either downgrade or close their account or contact us when you are through using the service.  Our Member Care contact infromation is located in the Help Section for our Members and we offer phone support Monday through Friday from 10am - 6pm EST as well as email support 24/7.  ****************** 07/27/2015 10:37:35 CREDIT ******** ($69.00)   ApprovedPlease refer directly to Section 8, of our Terms of Use, which specifically addresses our payment and refund policy.Additionally, I have closed out Ms. *********'s account at her request. I would encourage Ms. ********* to reach out to us directly with any additional questions regarding her membership.

Consumer Response: 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. In response to your request to contact you directly, your webpage offered me no way to do this. I finally got your contact information from an independent website designed to help people find contact information from companies and from the BBB's website. Your contact information needs to be much more accessible on your webpage. It is not good customer service when you are difficult to reach. Regards, ******** *********

7/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had a review from a disgruntled parent and they removed my account versus just taking off the review as we nicely asked. I have a police report and state of Michigan on my side. I have nailed the parent for slander, defamation, harassment and threatening. All we asked was to remove the parent review as I have future clients that I am now going to lose business on.

Desired Settlement: Restore my account and remove the comment

Business Response: I apologize for Ms. ******-******* frustration with her membership with Care.com and experience with the site. 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 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 Ms. ******-******* concern.5. Termination of RegistrationIn 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: 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.  I could take this in to court. It is against the law even for them to take someone's word when they have no proof and should give me access to what they received in compliance of false information. If this was a real job--it still ends up being the same as slander/defamation/discrimination and I'm sure they don't want that on their record or to be halled into a courtroom  over this matter. Regards, ******** ************    

Business Response: Again, I would like to apologize for Ms. ******-*****' frustration with his membership with Care.com and our Termination Policy. 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 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. Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience. As such, I have personally submitted Ms. ******-*****' feedback regarding his membership and our polices to the appropriate department on his behalf.

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.   Regards, ******** ************    

7/24/2015 Billing/Collection Issues | Complaint Details Unavailable
7/24/2015 Billing/Collection Issues | Complaint Details Unavailable
7/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My daughter was contacted by a client from care.com to provide care for elderly mother in law while client is at work. She texted/called my daughter setting up meet and go over schedule. She called few days before meeting asked ****** if she could pick up hearing aid for mother in law she would be caring for. ****** agreed. Woman sent check asked my daughter to deposit and use to pay for hearing aid. Called next day asked her to cash check and send money to representative needing a part for the hearing aid. She sent money, check was bad and my daughter out $2,950.00. All the while she thought she was helping an elderly woman.

Desired Settlement: Care.com refund my daughter 2,950.00$

Business Response: I first would like to thank Ms. ********* for reaching out to us with her concerns regarding her daughter's membership.   Since her daughter is a minor this is a membership that is set up so that Ms. ********* can monitor all activity on her daughter’s account.  We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process.  At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially.  If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work.  Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with.  Never accept advance payment from a family or individual without having first met them and gone through the interview process.  Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them.  Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks.  Care.com checks provided information on it's members for criminal or other inappropriate activity.  We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use.  I would encourage Ms. ********* to reach out to us directly to us with the specific information regarding this situation.  We take safety very seriously and want to be able to report this directly to our Safety Team on her behalf.  Our Member Care Phone Team can be reached,  Monday through Friday from 10am – 6pm EST and our Email Team can be reached 24/7 at careteam@care.com.

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 # ********. you did NOT adequately screen your clients and my daughter is out 2, 950.00$. She trusted your website to provide authentic clients, not scam artists!  Care.com needs to do better.  ****** should be compensated for her financial loss.  Please do the right and moral thing and refund her the money she lost.   Regards, ******** *********    

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a membership account with care.com to find a local nanny. They were advertising a free trial period, but after creating a membership account, I was not able to view any potential nannys without first listing a credit/debit card number and agreeing to be charged a $39.99 monthly subscription fee for every month that I chose to keep my membership account after the free trial period. I ended up keeping the account active for 2 billing cycles after my initial setup, which was for March and April 2015. The $39.99 charge for the April billing period came out of my bank account the beginning of May 2015, in which that same day I logged onto my care.com membership account profile and cancelled my membership altogether. My bank account was then also debited another $39.99 fee in the beginning of June 2015 ( I assumed it was because I must have gone a few days into the next billing period before I officially cancelled my care.com membership). I tried contacting care.com customer service but they do not have a phone number listed, only an area to leave questions, so I requested to be contacted for clarification regarding the $39.99 charge in June 2015 but never heard back from anyone. I have sent requests 2 additional times but no one has contacted me. Today is July 9, 2015 and another $39.99 charge from care.com has come out of my bank account. I still do not have access to the original membership account I created because I had cancelled it, and I am still being fraudulently charged for services long after my cancellation of these services, and I still cannot get anyone to contact me to resolve this issue.

Desired Settlement: I would like to request that a refund of $39.99 is issued to me for the charge that is currently reflected in my bank account, and an explanation as to why this discrepancy is taking place. It would also be useful to request that a direct customer service phone number be listed on the care.com website for such occurrences. It does not make good business of an organization to appear that they are avoiding their customers.

Business Response: I would like to apologize for Ms. ****'s frustration with her Care.com membership.  I do see that she was able to reach out to our Member Care Email Team in regards to her subscription and was refunded per policly.Upon further research, I was able to locate to verify that Ms. **** had two accounts under different email addresses.  She did in fact close one of the accounts on 4/23/2015, thinking it was the account with the Premium Subscription.  As a courtesy, I have refunded back the additional renewal charges in the account with the Premium Subscription.  Ms. **** did in good faith try to cancel her Premium Subscription.  Below is a copy of the transaction history for her convenience.  ****************** 07/14/2015 09:18:22 CREDIT ******** ($39.00) Approved****************** 07/14/2015 09:18:16 CREDIT ******** ($39.00)i ApprovedAdditionally, Our Member Care Phone Support number can be reached through the Help section for our members.  I would encourage, Ms. **** to reach out directly with any additional questions regarding her membership.

Consumer Response: 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, ****** ****

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 2 weeks ago I renewed my membership to search for a nanny/mothers helper. I scheduled interviews with some candidates and when a couple of them didnt show up I wrote the reviews for those candidates so that it would be helpful to other parents. Well, my reviews never showed on their profiles. Moreover, I hired someone from the site and after having a horrible experience, I again submitted a review and it also did not show up on the site. To me it seems that only the good reviews show up because in all honesty, I would avoid anyone with bad reviews. But this is misleading to consumers. By withholding such information from the customers the company is not doing running a fair business. Now it makes me wonder whether the background checks they say they run are even made up?

Desired Settlement: Show all negative reviews submitted by parents about the child care providers. Let the reviews show up--- unfiltered!

Business Response:  would like to apologize for Ms. *****' frustration and difficulty in posting reviews on caregivers. Care.com absolutley wants or families to post fair and balanced reviews on their experience with caregivers on the site. All submitted revies do go through an approval process and are usually posted on a caregiver's profile within 24 - 72 hours after submission. A representative has reached out to her personally to assist her in ensuring her reviews are posted correctly for other families you view when considering caregiver as soon as possible. Additionally, all of our members are subjected to internal safety verification checks as stated in our Terms of Use. It is however important that families conduct thorough background checks, reference screenings, and in-person interviews during their hiring process. These additional steps are invaluable to identifying potential issues in advance of hiring a candidate and can also ensure that person is a good match for your needs. I am sorry that your original inquiry regarding your reviews was not answered correctly by our email support teamI would encourage Ms. ***** to continue reaching out to our Member Care Team so that we can assist her and make sure her reviews on candidates are posted.

7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/17/2015 Billing/Collection Issues | Complaint Details Unavailable
7/17/2015 Billing/Collection Issues | Complaint Details Unavailable
7/12/2015 Billing/Collection Issues | Complaint Details Unavailable
7/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used care.com for years and have never had a problem up until now. Recently, I met with a potential employer, who had falsely advertised what the job was. After some discussion we decided that I was not a good fit as her nanny. I thought all was well. it seemed to end on good terms, after all i was only there 4 hours. Then she began to write false information in reviews on my care.com. I took it to customer service and they told me to write a reply under the review. I did and she continued to delete her review which then deleted my response and write a new one. This happened multiple times. I took it to customer service and still they did nothing. I closed my account and opened a new one under my married name and new address. I was repeatedly getting harassed by the woman so i had to close my account. My account was active for a week. I was receiving good reviews and responses for work. Then suddenly they closed my account with no notice and no explanation. They show little care for there loyal consumers who has been with them for years. They also say they legally don't have to give any information as to why they close an account. That is not right. I have been a loyal consumer for years and have been a premium member and paid for services previously.

Business Response: I would like to apologize for Ms. ******** frustration with her Care.com membership and the policies in our Terms of Use.  Upon enrollment all members must accept and agree to our terms in order to proceed with a membership.  Families are allowed to post reviews on caregivers on the site. Additionally, since the individual who posted the review is the author, they can make edits as they feel necessary.  In this particular situation, the individual who posted the review requested that it be removed so that the updated one would be posted again, giving Ms. ****** the opportunity to respond to the revew.  I have included the section of the Terms of Use for Ms. ******** convenience. 3.1. Registration, Posting, and Content RestrictionsOpinions, advice, statements, offers, or other information or content made available on the Site or through the Service, but not directly by Care.com, are those of their respective authors. Such authors are solely responsible for such content. Care.com does not: (i) guarantee the accuracy, completeness, or usefulness of any information on the Site or available through the Service, or (ii) adopt, endorse or accept responsibility for the accuracy or reliability of any opinion, advice, or statement made by any party that appears on the Site or through the Service. Under no circumstances will Care.com or its Affiliates be responsible for any loss or damage resulting from: a) your reliance on information or other content posted on the Site or transmitted to or by any user of the Site or Service; or b) reviews or comments made about you on the Site by other users.You agree that 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. You may not terminate your registration and re-register in order to prevent a review from being associated with your account. The author of a review can always remove or request removal of a review they have written.Additionally, when Ms. ****** reached out to our email support team, she was encouraged to respond to the review.  It was clearly explained that closng her account was ot allowed.  Ms. ****** requested her account be closed and our representative honored her request.  Below is the section of the Terms of Use for Ms. ****** as well.3.4. Prohibited UsesBy using the Site or Services of Care.com, you agree that you will not under any circumstances:attempt to re-register with Care.com if we have terminated your account for any or no reason or terminate your registration and re-register in order to prevent a review from being associated with your account;I have personally submitted Ms. ******** feedback regarding our revew policy to the appropriate department on her behalf.  I would encourage Ms. ****** to reach out to us directly with an additional questions regarding her membership.

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.   I had repeatedly taken this matter to care.com and they would not help me. I paid money multiple times over the years for the premium membership and have been loyal to care.com, however this is my first problem I had with care.com and instead of helping me, they simply blew me off. This is my job, and the fact that someone can remove a review after I reply to the review is not right. Everytime I replied to the review, she had her review deleted so it would delete my reply. I took this matter to care.com multilpe times and they literally blew me off. That is not a way to run a business. They lost my buisness and others as well whom I have shared this experience with.  Regards, ******* ******    

7/3/2015 Billing/Collection Issues | Complaint Details Unavailable
6/30/2015 Problems with Product/Service | Complaint Details Unavailable
6/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled in care.com in August of 2015 as a one month trial service in order to have full access to review their services. I never used any of their services. During this time they have been charging me $42.46 each month and claim I agreed to this automatic charges. I spoke with my credit card company and they advised me to contact care.com. After a confusing process to reach anyone, I spoke with *****, who refused to give me his full name. He said I was upgraded to premium membership which includes an automatic charges to my credit card. I told him I never upgraded to premium services nor was I informed of any automatic charges. He apologized and said there was nothing he could do except refund the current month's charges. I asked for the agreement I made with them for these automatic payments to no avail. I asked for a supervisor and he said Irvin would return my call, again no last name. This seems to be fraudulent as it is confusing and tricking consumers into making payments and then making it difficult to resolve the issue.

Desired Settlement: I would like all automatic charges from September 2014 to June 2015 to be refunded.

Business Response: Please see attached PDF.

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.  The disclaimer the company is extremely deceiving as it is in tiny print in a light grey font assuming that the consumer should know to look for the possibility of being automatically charged each month.  If they do things in good faith, they should have sent me an invoice or email letting me know of these monthly charges.  I never verbally consented to anything of the sort.  I also noticed that this practice has deceived many other consumers indicating that this is a practice used to intentionally trick consumers.  As the company may have noticed, I have never used their services.  I will continue to fight this practice.  Please be TRANSPARENT in good faith.Regards, **** *****  

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 *** ***** if she was not aware of this, but as was shown in the previous response this information was readily available during enrollment.When *** ***** contacted Care.com on 6/16/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when *** ***** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which *** ***** agreed to at the time of enrollment on the site.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.

6/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter was scammed on this web site. They advertise a secure site for baby sitters as well as parents seeking baby sitters. It is not secure and this is a problem with this kind of site. People need to be able to trust individuals with their information on this site.

Desired Settlement: I hope an investigation would take place and they are forced to secure their site and do screenings as to the people who are involved or be shut down. They advertise they are secure but in reality they are not. There are many girls who have been scammed on this site who cannot pay back the money that was given them. My hope is that what happened to my daughter or worse does not happen to any one else. These are children's lives we are talking about. Not just another money making industry that has no responsibility for their actions.

Business Response: I first would like to thank *** ***** for reaching out to us with her concerns regarding her daughter's membership.   We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions.  Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process.  Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks.  Care.com checks provided information on its members for criminal or other inappropriate activity.  We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use.   I see that Ms. ***** had already reached out to our Member Care Team and would encourage her to reach out to us directly with any additional questions regarding her daughter’s Care.com membership.

6/29/2015 Problems with Product/Service | Complaint Details Unavailable
6/23/2015 Billing/Collection Issues | Complaint Details Unavailable
6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed our account with Care.com on 05/11/2015 and received an email from the company confirming this. In that email, they said our credit card would no longer be charged as of 05/22/2015. Despite that, they did charge our credit card this month $41. I have sent them an email about this but since it involves them charging our account when I have revoked their right to do so - I am also filing this charge complaint against them. We want a refund for the exact amount they no longer have permission to charge to our account. I have their 05/22/2015 stating I would no longer be charged.

Desired Settlement: I want a full refund for the unapproved charges placed on my credit card.

Business Response: I would like to apologize for Ms. ***'s frustration with her Care.com membership and cancelling her Premium Subscription.  I was able to do a search in our system and did locate an account that was closed by Ms. *** under the email address of **********@hotmail.com.  She had an additional account with a Premium Subscription on it under the email address of ******@hotmail.com, as well.  I have personally refunded back all duplicated charges in Ms. ***'s second account. and cancelled the subscription so that her credit card will no longer be billed.  Below is a copy of the transaction history for her convenience.****************** 06/11/2015 01:44:11 CREDIT ******** ($41.63) Approved****************** 06/11/2015 01:44:05 CREDIT ******** ($41.63) Approved****************** 06/11/2015 01:43:58 CREDIT ******** ($41.63) Approved****************** 06/11/2015 01:43:46 CREDIT ******** ($41.63) Approved****************** 06/11/2015 01:43:40 CREDIT ******** ($41.63) ApprovedI would encourage Ms. *** to reach out to us directly with any additional questions regarding her Care.com Membership.

6/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2014 I signed up for a 3 month subscription to Care.com. My subscription came to an end in the end of August / beginning of September 2014 and I discontinued use of the site. I am sure that care.com can attest to the fact that I have not been logged on to my account since August / September 2014. I recently came to discover that Care.com has been charging my account 4 times since then without my knowledge or consent. In no way was it CLEAR, OPEN or OBVIOUS that the account would be set up as auto renewing. I immediately attempted to contact Care.com, but was not able to get through to a person due to it being a Saturday. During my investigation over the weekend, I found that Care.com’s explanation to the auto renewal subscription was to ensure that the customer did not lose important information / contacts gathered during the subscription phase. But Care.com offers you to downgrade your subscription to a Free Basic Subscription so that the customer’s information is protected. I ask you this Care.com, why wouldn’t you downgrade the account to the Free Basic Subscription after the subscription ends? I’ll tell you why… Care.com would not be able to continually charge the accounts of unsuspecting customers for months on end. This is just another way for them to make money. I have been charged $84.73 in September 2014, December 2014, March 2015 and June 2015, for a total of $338. 92. I feel that this company has taken advantage of me and I am very angry and disgusted about this. This $338.92 should be going towards my family, my children and not cushioning the pockets of this deceptive company. In addition when trying to contact Care.com, they either always have a high call volume with a ridiculous wait time or their phone system flat out tells you that they cannot assist me at this time and they direct me to their website.

Desired Settlement: My desired outcome would be to receive a refund of $338.92 from Care.com.

Business Response: Please see attached PDF. Additionally, I would like to apologize for the high call volume we are experiencing at this time. Our Member Care Email support team does operated 7 days per week and Ms. ********* has already been in touch with them for assistance with her membership.

6/20/2015 Billing/Collection Issues | Complaint Details Unavailable
6/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a member of the Care.com website 03/11/2013 and paid a monthly payment to the site. I continued these services until September 2013. However, Care.com continued to charge my credit card without my authorization from 11/26/2013 to 05/26/2015 totaling $553.00 in fraudulent charges. When realizing the error in their charges, I tried to contact them, remove my credit card from their site and cancel my account, but the web site prevents you from doing so, thus continuing to charge. I have tried calling and emailing them repeatedly, with no response, and without an option of cancelling my account online (there is a place where you can cancel your account, but if you don't choose a list of pre-populated reasons for cancelling, then it won't continue with the process. The option of "other" with the choice of putting an explanation in the text box does not allow you to continue with the cancellation). While the inability to cancel the account and inability to take the credit card off the file online may seem like "bugs in their website", it is clear that Care.com is purposely making it difficult/impossible for users to erase their credit card from their file, to stop fraudulent charges, or to cancel membership when they request. It is a shame that Care.com continues such fraudulent and criminal activities, scamming millions of dollars from families that are trying to provide the best quality care to their families.

Desired Settlement: 1. $553 refund to my credit card. 2. Immediate cancellation of my membership. 3. No further charges on my credit card. 4. Take my credit card off of your files. 5. Change in your website to allow users to immediately cancel account (and not 3 months in the future after you have been able to charge their account again) 6. Stop fraudulent charging practices

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.  While the usability of Care.com's website and the automatic renewal of subscriptions without an email notification may seem satisfactory to Care.com, it is not satisfactory to consumers who are unknowingly being charged for services they are unaware of and are not authorizing.  In addition, when I tried to cancel my account, I was unable to take my credit card information off of the file.  I am one of many who are continuously charged unknowingly from Care.com.  If fair business practices were in place, the following changes would be made to increase transparency of you billing:-Provide an advance bill stating via email notifying consumers that an upcoming payment will be charged, and allow consumers to cancel account if they no longer require the services.-Provide an email detailing the bill after it was paid (a receipt)-Include an option to delete a credit card that is currently on file (as of 31MAY2015, this was not an option on your website)-Provide more clear language responding to a consumers request to cancel an account.  Rather than stating that the account is set to close at a date that is at the end of the billing cycle (which makes it difficult for consumers to track and risks the consumer being charged for an additional billing cycle), simply confirm that an account is cancelled when a consumer requests an account be cancelled. -Fix the bug on the web page that does not allow users to include "Other" as a category for reason for cancelling their account, and inserting their own text for their reason (as of May 31, 2015, this option was available, but the site did not allow you to actually send it as a response (it forced a choice of another category prior to proceeding)These processes will improve transparencies in your billing processes, which will undoubtedly improve customer satisfaction and trust in your business (as well as reduce the need for your company staff to respond to consumers that feel that they have been unfairly charged by your business).  Care.com provides an important service so there is no need to practice in any other way than with complete transparency with your customers.  You are, and will continue to be a successful company based on the services you provide.  Increasing transparency and communication with your customers regarding billing process will only serve to increase customer trust and satisfaction, with the benefit of decreasing dissatisfaction with your company. 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.When Ms. ********* contacted Care.com on 5/30/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. ********* upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ********* agreed to at the time of enrollment on the site.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.Additionally, Care.com takes feedback from our members very seriously and are always striving to provide the best membership experience for them.  I really appreciate Ms. *********’s well thought out and feedback regarding our subscriptions and billing practices.  As such, I have personally submitted her feedback to the appropriate department on her behalf.

6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used Care.com to look for families in need of a pet sitter or baby sitter. Someone from the website contacted me to offer me the opportunity to dog sit and care for his dog while he was out of the country. He asked that I send in a payment to get his dog out of the ***** shelter, where the dog supposedly was being kept for now. He asked that I submit a payment to the ***** in order to pay the fee of having the dog transported out of this holding place. This payment was paid with a check that he sent to me. With this check, I was instructed to put it into my account with Frost Bank, and when the check was approved, send the payment through Western Union. He was paying me $200. The check was for $1450. The fee was $1100. The remaining money was used to buy him an Amazon gift card, in which he requested that I open it and give him the information (PIN, card number, etc.). About a week later (as of June 3, 2015), the check was "changed" (that is what the bank teller told me). I personally had no idea if any of the information was changed, as I was not the one who wrote the check. But there was then an overdraft on my bank account. I had a balance of -$800 because the check was no longer acceptable. This was confusing because I assumed the bank teller checked to see if funds were available with this check like she claimed, but then I was responsible for replacing this large amount of money that the bank teller allowed me to have. This has caused a great deal of trouble for me. I had to contact my apartment office to let them know my rent could not be paid and had to use all of the money that was in my savings to make up for this money that basically went missing. It has been a terrible inconvenience and am seeking justice for this wrong doing.

Desired Settlement: I would like my money to be replaced. I had to borrow $1500 to make up for what was taken from me. I also would like the person who scammed me to be identified and brought to justice.

Business Response: I first would like to thank Ms. ******** for reaching out to us with her concerns regarding her  membership.   We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process.  Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on Facebook, LinkedIn, Twitter and other social networks.  Care.com checks provided information on it's members for criminal or other inappropriate activity.  We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use. It appears that Ms. ******** has reached out to our Member Care team regarding her issue.  I would encourage her to continue her contact directly with us regarding this safety issue.

6/17/2015 Billing/Collection Issues | Complaint Details Unavailable
6/17/2015 Billing/Collection Issues | Complaint Details Unavailable
6/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 6 month period with Care.com on 11/12/2014. I had no intentions of extending or continuing as my experience was not positive. I noticed on 5/13/15 I was charged $60 again from Care.com. I quickly cancelled my account and tried tirelessly to find a way to contact them but finding a phone number or contact information is nearly impossible on their website! They clearly don't want people to reach them. I want my money back and my account closed. Auto-Renewal is a shady business and unethical unless people choose to subscribe. I did not request a subscription I requested an account. They need to update their verbiage to represent what they are truly selling or they need to stop autobilling people.

Desired Settlement: I want my money refunded and my account closed. I want Care.com to make their "Contact Us" more user friendly and to call out in the emails they send when you join that they will automatically take your money whether you want them to or not.

Business Response: I would like to apologize for Ms. ********'s frustration with her Care.com membership and the renewal charge for subscription. I do see that Ms. ********'s request to our email Member Care team was received and her account was refund per policy and closed at her request.  Below is a copy of the transaction for Ms. ********'s convenience.****************** 05/29/2015 05:25:13 CREDIT ********     ($60.00)  ApprovedI would encourage Ms. ******** to reach out to us directly with any additional questions regarding her Care.com membership.  

6/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I become a member and posted a job. Once the job was filled, I closed the job and cancelled my membership, but they continued to charge me. I didn't notice the charge on ,y card until later and then they refused to refund me for the past 2 months.

Desired Settlement: Refund for the membership fee for 2 months that was I charged wrongly.

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.  This is a canned response that care.com keeps giving.  They don't even bother reading my complaint. The problem is not that I did not understand that Care.com is a subscription service, I know how the subscription service works but I actually cancelled my subscription after the position was filled and was still charged.  Also, they referred to me as Mr. ******* which clearly shows they didn't bother to read the complaint.   Regards, ****** *******  

Business Response: I first would like to apologize if I made an error on Ms. *******’s gender in my response.  I was unfamiliar with the name and could not locate any additional information in her family profile to assist me.  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.When Ms. ******* contacted Care.com on 5/9/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. ******* upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ******* agreed to at the time of enrollment on the site.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.

6/11/2015 Billing/Collection Issues | Complaint Details Unavailable
6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a Month membership with Care.com hoping to find a care giver for my * year old son. In terms of finding a care giver the website does so excellently. But I only needed the membership for one month, and paid $41.73 for a one month membership, starting in March, because I only needed the service for one month. The charge was taken on March, 22nd, 2015. Care.com has charged my credit card again for a second month on April 22nd, 2015, for the same price of $41.73, and again on May 22nd, 2015. When I requested to cancel my membership they stated that I will continue to be charged until June 22nd, 2015. Which means one more charge even though I cancelled ,my membership. Along with that they do not have a customer service number to answer my questions, and take days to answer my written questions online. To me that is no way a business should provide customer service especially a business accredited by the BBB. I request that they refund my second charge of $41.73 granted that I only requested one month of service and also due to the fact that I did not use the website at all that month. I also request that they no longer charge my ******** credit card again. Thank you.

Desired Settlement: $83.46

Business Response: Please see attached PDF.  Additionally we have refunded back Mr. ******** last charge in accordance with our refund policy.  Below is a copy of the transaction history for his convenience.  ****************** 05/29/2015 09:37:06 CREDIT ******** ($41.73) Approved

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertise "one month special". Charged monthly fee with no services rendered. Unable to verify site with monthly charge documentation at time of purchase. It is able to be tracked that no activity was made on account prior to the expiration of the one month purchased. Payment continued without refund for unused months. (One month refunded only) six months of fees beyond the "one month special" were collected.

Desired Settlement: I would like a refund for all months after the one, first, month I purchased. The monthly credit card charges should be in a larger, bright, noticeable format with a double confirmation needed, so that confusion based on the advertisement is understood. There is a one month, 3 month, and one year option. This can be confusing to the consumer, making you think you are purchasing for the time period selected, when in fact, it is just how often the charge will be made to your account. Very misleading! This is payment received and service not rendered, which is an unethical practice.

Business Response: Please see attached PDF.

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. Since my original sign up, I have been back on the care.com site to view it's set up. I can not confirm this is how it looked in August 2014, I do remember there being a "back to school 1 month special" which is the option I selected. I am able to see the designated *denoting the continued charge, but would argue it is still not noticeable, as it is very faint and a smaller font. This is a type of deceptive advertising. The automatic billing should be in a bigger and bolder font and should be at a minimum a two step confirmation process. I usually check all BBB reports prior to selecting companies to do business, however in this case I did not and am very sorry I did not follow my usual process. There are many documented events with the same circumstances reported. I paid money and received no services. The advertising and purchase forms are deceiving. An I'm sorry is a good start, but financially it is not acceptable. Please change the view on your site and refund participants with similar circumstances their money. I have heard good feedback about the services, but this type of business conduct will not lead to good feedback about the company. People can not recommend a company when they feel they have been treated unfairly or taken advantage of. Even if the received a good product or service. Please refund my money and change your site. 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.When Ms. ***** contacted Care.com on 2/27/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. ***** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ***** agreed to at the time of enrollment on the site.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.

6/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: From my recollection, the company offered an initial sign-up fee so that you can actually search for care-givers, which I did. I thought I cancelled my monthly subscription shortly after I signed up for the service, or at least did not sign up for a premium service thereafter, which is now north of 40 dollars per month. However, I was still getting deductions from my credit card until I just realized this upon my review of my bank statement. This was going on for a few years. Once I realized this, I went back to the website and "downgraded" my subscription, but what I wanted to do was completely cancel it and also file a complaint with them to challenge their monthly deductions for a service I cancelled and which I was not using for years. I did not see an option for doing that. The company did not send anything to me for years, such as notices, further bills or any indication that I was still actively paying for a "premium" membership which I was not using for a very long time. I believe this was deliberate and deceptive because they don't want people to notice. When I tried to contact the company, the website did not allow for complaints so I am sending this directly to the BBB.

Desired Settlement: I believe I should be reimbursed for a service I was clearly not using. And the company should shape up their deceptive practices.

Business Response: Please see attached PDF.

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.   I received a response from care.com that of course I misunderstood their rules that the subscription automatically renews bla bla bla. I still maintain that these types of automatic renewals are unethical or at least go back to the days of ****** ******. They should have sent me some indication at some point whether I want to continue to renew, for example after a 6 month period, at the very least. They don't because they know that many people do not scrutinize every bank statement as people are generally very busy. Lesson learned not to trust pretty much any subscription. Also, they claim that I upgraded to premium. This is simply unfathomable as I used their service for a few weeks and that is it. There would have been no reason for me to have upgraded, as they claim. I am still troubled by this and I see that they will continue this (in my opinion) deceptive practice. I will have to think twice before using their service ever again. I would think that they would care about their reputation more than their response evidences. 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.As provided in our previous response the renewal feature was clearly explained at the time when Ms. *********** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. *********** agreed to at the time of enrollment on the site.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.

6/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company does not make it clear that they will continue charging you for their service. I signed up for a free trial (which shows up all over their home page!) to find a babysitter and paid what I thought was a one time fee to perform 2 or three background checks. This charge continued monthly on my credit card for an additional 8 months to a total of $312. This went noticed, obviously, for this time as I thought it was something my husband had charged confusing it with a charity donation. I had taken my add off the site when I no longer needed the service, and frankly, forgot about them. I thought I was off the free trial. I am an intelligent person familiar with technology. I feel this company is deceptive about their policies and in their practices. since realizing the charges have continued, I have tried to determine what happened and figure out how to make the charges stop. It is not easy to find information on their website in regards to cancelling payments and when you call it is also difficult to find out information or speak to a live person.

Desired Settlement: I would like a refund for more than just the current month (May) when I discovered this was the case. This company is doing a disservice to its customers. I feel like they rely on people not reading the very hard to find fine print so they can take advantage of people. I will be telling all my friends and family that this is a deceptive company. I also feel the BBB should downgrade their rating as I saw several other complaints in regards to the same matter. I have also pursued a complaint with ******** ********

Business Response: Please see attached PDF. I do apologize for Ms. ******'s frustration regarding our Member Call Center phone system prompts to get through to a live representative. In an effort to improve the customer service experience we currently have a project underway to update the system making it more efficient to reach a representative

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.  This does not resolve any monetary issue due to their deceptive "Free Subscription" advertising. 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.When Ms. ****** contacted Care.com on 5/15/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. ****** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ****** agreed to at the time of enrollment on the site.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: 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.  I am a victim of the very fine print of your deceptive policies.  I signed up for a free trial and a one time fee of $39 to conduct three background checks.  When I took my add off of your site a month later, this should have been the end of our agreement.   My needs were met at that time and I would have said great things about Care.com  Shame on you for not even meeting me half way with more of a credit than the current month. I was deceptively charged over $300.  Hopefully ******** ******* will make it somewhat right for me.  When many people on BBB and other sites have stated the same problem, this should indicate to you that you have a problem with how your policies are stated. Regards, ***** ******  

6/2/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get a job from this site and I have had two different people that has contacted me by phone via text message and they have sent me frond checks

Desired Settlement: I would like them to do something about people sending fraud checks Manley when it is reported to them

Business Response: I first would like to thank Ms. ******* for reaching out to us with her concerns regarding her membership. We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process. Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks. Care.com checks provided information on it's members for criminal or other inappropriate activity. We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use. Additionally, Ms. ******* holds a Free Basic Subscription with Care.com.  The only purchase made in this account is for a Preliminary Background Check for her profile.  Below is a copy of the transaction history for her convenience.****************** 05/07/2015 08:17:56 PRIOR_AUTH_CAPTURE ******** $9.74   ApprovedI would encourage Ms. ******* to reach out directly to us with any additional questions or concerns she may have with her Care.com membership.

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After unsuccessfully reactivating my account on Care.com, I reached out to the Customer Support team whom informed me that due to any number of reasons my account could be closed at Care.com's discretion. After pushing the issue further I was finally told that my account was closed due to the results of my background check and that I had failed to resolve the issue within 90 days of receiving notification from Sterling Infosystems (background check agency). Knowing full well that my background check is in "clean" tact and that I had not been contacted by an agency after checking records I assumed this was an unfortunate mix-up and would be resolved by Care.com immediately with a bit of verification. Unfortunately, this was not the case. I explained the inaccuracy to Care.com whom directed me to contact Sterling Infosystems to look further into my background check (something they should have done). With a phone call, Sterling Infosystems was able to send me a hard copy of my (one and only) background check on file which indicated "clear". I scanned a copy to the Care.com team assuming that they would use this information to rectify the discrepancy in information on their system to my account and instead was met with this unhelpful response: "Thank you for your patience as your account was reviewed. Per my manager, unfortunately you will not be able to enroll because some of the information you are entering is matching the information on an account that was closed by us. This decision is final." Care.com provided terrible customer service in a situation where sensitive information was being handled and instead of taking ownership and working to solve the issue, they put the responsibility to me to resolve their wrong-doing and even still did not resolve the issue despite clear evidence of their mistake. This mistake begs inquiry as to how their team is handling care seekers / care providers personal, sensitive information which is vital to providing safe and effective care children.

Desired Settlement: I would be most grateful for the Care.com team to provide me with some just evidence as to why my account was closed, so that my mind can rest at ease knowing that my identity has not been compromised. Furthermore, a phone call to explain and discuss the issue would be far more appropriate than a chain of ambiguous emails spanning 3-4 weeks.

Business Response: I would like to apologize for the the frustration that Ms. ****** is experiencing with her Care.com membership and her ineligibility to create a new account with us. We apologize, but Ms. ****** will not be able to enroll as a member as some of the information she is entering in matches an account that has been closed by Care.com.  For Ms. ******'s convenience, I am providing the specific setion of our Terms of Use that pertains to her questions regarding the issue of her eligibility to enroll as a member on the site.  I would encourage Ms. ****** to reach out to us directly with any additional questions regarding her membership with Care.com.2.1. EligibilityTo be eligible to use our Services, you must meet the following criteria:Our Services are available only to individuals who are eighteen (18) years of age or older; provided, however, that individuals fourteen (14) to seventeen (17) years of age may join Care.com as Care Providers subject to the terms set forth in Section 3.3 and any applicable Additional Terms. If you do not meet the above age requirements, do not register to use the Site or Services.The Site and the Services are currently available only to individuals who are legally in the jurisdiction of the United States or the territory of Puerto Rico. If you reside outside the United States or Puerto Rico, visit our Site homepage for a listing of other countries where Care.com subsidiaries or affiliates offer similar services.If you are registering to be a Care Provider, you must be permitted to legally work within the United States.Neither you nor any member of your household may have ever been (i) the subject of a complaint, restraining order or any other legal action involving, arrested for, charged with, or convicted of any felony, any criminal offense involving violence, abuse, neglect, fraud or larceny, or any offense that involves endangering the safety of others, dishonesty, negligence or drugs, or (ii) registered, or currently required to register, as a sex offender with any government entity.You must not be a competitor of Care.com or using our Services for reasons that are in competition with Care.com.If you are an individual Care Seeker you must not have had fifteen or more employees for each working day in each of twenty or more calendar weeks in the current or preceding calendar year (or five or more if you are seeking services in the State of California).If you provide child care services in the State of Kansas, you must not be a licensed day care provider or provide your services outside the child's home.

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.  Having read the business response I am no clearer of the reasons why my account was closed and cannot be reopened as I do not meet any of the stated restrictions.Regards, ******** ******  

Business Response: Again, I do apologize for the frustration and confusion that Ms. ****** is experiencing regarding her membership.  However the Eligibility Policy does clearly pertain to her issue.  Due to our Privacy Policy we cannot provide any additional information regarding this issue.     I would encourage Ms. ****** to reach out to us directly with any additional questions regarding our Terms of Use.    Below is a copy of the policy again for her convenience.  2.1. Eligibility To be eligible to use our Services, you must meet the following criteria: Our Services are available only to individuals who are eighteen (18) years of age or older; provided, however, that individuals fourteen (14) to seventeen (17) years of age may join Care.com as Care Providers subject to the terms set forth in Section 3.3 and any applicable Additional Terms. If you do not meet the above age requirements, do not register to use the Site or Services. The Site and the Services are currently available only to individuals who are legally in the jurisdiction of the United States or the territory of Puerto Rico. If you reside outside the United States or Puerto Rico, visit our Site homepage for a listing of other countries where Care.com subsidiaries or affiliates offer similar services. If you are registering to be a Care Provider, you must be permitted to legally work within the United States. Neither you nor any member of your household may have ever been (i) the subject of a complaint, restraining order or any other legal action involving, arrested for, charged with, or convicted of any felony, any criminal offense involving violence, abuse, neglect, fraud or larceny, or any offense that involves endangering the safety of others, dishonesty, negligence or drugs, or (ii) registered, or currently required to register, as a sex offender with any government entity. You must not be a competitor of Care.com or using our Services for reasons that are in competition with Care.com. If you are an individual Care Seeker you must not have had fifteen or more employees for each working day in each of twenty or more calendar weeks in the current or preceding calendar year (or five or more if you are seeking services in the State of California). If you provide child care services in the State of Kansas, you must not be a licensed day care provider or provide your services outside the child's home.

6/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I requested my credit card to be removed from my account, but it wasn't. Then I was charged $60 for an automatic renewal of which I requested a reimbursement and have not received. After attempting to contact the company and sending requests through their online email portal, I have yet to hear back from a care.co representative regarding the matter.

Desired Settlement: The $60 should be refunded to the credit card it was charged on.

Business Response: I would like to apologize for Ms. *****'s frustration with her subscrition renewal on her Care.com membership.  I do see that Ms. *****'s refund request was recieved by our email team.  Her account has been refunded the renewal charge and downgraded to the free basic subscription.  I would encourage Ms. ***** to reach out to us directly with any questions regardin her membership.  Below is a copy of the transaction history for her convenience.****************** 05/19/2015 10:05:01 CREDIT ******** ($60.00) Approved

5/26/2015 Billing/Collection Issues | Complaint Details Unavailable
5/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was randomly charged for the following amounts, however I don't even have an account any more. $41.83 on 4/22, 3/23 $41.83, 2/23 $41.83, 1/22 41.83, 12/22 $42.22, 11/24 $42.22, 10/22 $42.22, 9/22 $42.22, 8/22 $42.22, 7/22 $31.66. I called almost a year ago and had to delete my account, so there should be NO charges!

Desired Settlement: I want a full refund of charges, minus the initial charge of $31.66!! These charges randomly started in August and there's no reason for the charges. I've tried multiple times to contact care.com, by email and phone. Since my initial membership my card was lost and the cvc code isn't on file, nor is my correct address. So there shouldn't be any valid charges without this information and a membership.

Business Response: I apologize for the frustration Ms. ***** is experiencing. I was able to locate an account with us under her name and email provided. This account has a Free Basic Subsription and was only billed one time for a monthly subscription in 2014. Below is a copy of the transaction history in the acccount for her convenience. 

****************** 02/04/2014 10:45:53 PRIOR_AUTH_CAPTURE ******** $42.22 Approved 

I am unable to locate any other accounts at this time. Ms. ***** has reached out to our email support team and I encourage her to continue working with them so that we can assit her in locating the charges and resolve the issue for her as soon as possible. If it is more convenient, Ms. ***** can also call our Member Care Team at ###-###-#### for assistance.

5/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a 30 day trial and at the end of the subscription, was automatically enrolled into the "Premier" category where I was charged $39.99/month. Did not catch this on my credit card statement until 9 months following enrollment. Care.com said that they would only reimburse me for one month and that I should have looked at their "faq" policy online. Predatory online service that keeps credit card information and racks up charges.Furthermore, phone line was a continuous feedback loop, where I was unable to get ahold of anyone. Gave up after 30 frustrating minutes on the phone.

Desired Settlement: I would like to be refunded the full amount, minus the 30-day subscription I had originally signed up for.

Business Response: Please see attached PDF.

I would like to apologize for Ms. ***'s frustration in reaching our Member Care Team Phone Support.  I see that she has already received a call from one of our representatives.  To improve our customer service for our members we are working on a project to improve the system making it easier to get directly to a representative.

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. 

The problem lies not with the inability to get ahold of representatives from the customer service line, but that after a 30-day subscription, I was automatically enrolled as  "Premier" Care.com customer without my permission and unbeknownst to me with a monthly cost of 39.99/month.  To truly remedy the problem, I should be refunded the total amount and for future customers, these shady, "fine-print" policies clearly spelled out.  Again, this type of predatory business behavior is unethical and of all websites, care.com takes advantage of the fact that their customers are, by defintion, extremely busy and looking for help.

I will never recommend care.com to new mothers, especially a new family with the financial stress of a new child. 

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.

When Ms. *** contacted Care.com on 5/7/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. *** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. *** agreed to at the time of enrollment on the site.

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.

5/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I initially signed up with this to find a good service provider. The ad was to sign up and people contact you. After providing information and doing the process I find that I have to pay for the match. Fine.... I decide I don't want this service. Now it is impossible to unsubscribe from their spam. I go to their unsubscribe process which is conveniently broken. Stop sending me your spam. Fix the unsubscribe process.

Desired Settlement: remove me from your email and stop advertising one thing than all of a sudden say this a paid service.

Business Response: I would like to apologize with Mr. ** ** ****'s frustration with the emails he has been receiving once opening a membership with Care.com.  Members can opt out of receiving the emails in their Account and Settings under Privacy Settings.  Since Mr. ** ** **** is no longer interested in an membership, I have personally closed his account and he will no longer receive any email from Care.com.  I would encourage Mr. ** ** **** to reach out to us directly with any additional questions regarding his membership.

5/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I needed to hire a cat sitter. Downloaded app and listed the job. In order to actually hire someone you have to upgrade "membership which was touted at ?$39 Hired the sitter by emailing her for which you have to upgrade membership. There is a 122 charge on my visa. I have a chain of emails which basically say too bad. We will downgrade your membership in a year. The box i checked had a price in the $35-$39 figure, not $122+. So far 4+ emails letter its still too "bad". This is trickery and appears fraudulent I buy things on the internet all the time and NEVER have had this happen in the last ten years. I did not run background checks on the candidates but i did email one( no other way to contact them) so i " used" their services so they wont refund me. It seemed such a great way to get services and people together but these guys are using some sort of bait and switch deal. ******* ******* MD

Business Response:  would like to apologize for Ms. *******'s frustration with the annual subscription that she selected.  Although, we typically do not make exceptions, I have personally switched Ms. ******* to a One Month Premium Subscription at a rate of $31.20.  We have refunded back $101.32, and her account will downgrade to the Free Basic Subscription on 6/3/2015.  Below is a copy of the transaction history for her convenience.

****************** 05/15/2015 04:49:07 CREDIT ******** ($101.32) Approved

I would encourage Ms. ******* to reach out to us directly for further assistance with her membership.

5/19/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/17/2015 Billing/Collection Issues | Complaint Details Unavailable
5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Within 2 weeks of joining care.com I was contacting through this site to be a nanny for a man who said he had a toddler. He said he was moving from Hawaii and wanted me to help him get some stuff for his kid. He sent me a check, which a later found out was counterfeit. I stupidly thought he was an honest person such as myself. I transferred the money to paypal cards and he stole those from me. His name he used was **** ****, email: ******@********* and number: ###-###-####. Care.com seems to not have any way to verify people who are looking for nannys/babysitters/senior care. People are using care.com to contact potential nannys and scam them out of their money. Care.com needs to verify both the employer and the employee.

Desired Settlement: I would like to be settled for my financial loses due to this website, which is $2,014.

Business Response: I first would like to thank Ms. ******* for reaching out to us with her concerns regarding her membership. We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process. Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks. 

Care.com checks provided information on it's members for criminal or other inappropriate activity. We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use. 

Ms. ******* has already reached out to our email and phone support regarding her concerns. I would encourage Ms. ******* to reach out directly to us with any additional questions or concerns she may have with her membership.

Consumer Response:



The message said Ms ****** in the last paragraph. How seriously is this being taken if they can't even keep my name consistent throughout the response? Who is ms ******? Is this another person who's had a scam directed her way?
 

Regards,

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

 

 

Business Response: I would like to personally apologize for my error in the incorrect last name I typed in on the last sentence of my initial response to Ms. *******.  It is in no way a reflection of the company, but rather human error on my part.  We do take safety very seriously at Care.com and monitor the site 24 hours per day for safety and as explained before offer comprehensive safety information for all of our members.  I do encourage Ms. ******* to reach out to us directly with any additional questions regarding her membership.

5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My 17 year old daughter filled out an application with this company without my knowledge, I do not trust this company, and for the past week they have been sending me an email every day to approve her account because she is a minor, I have emailed them back every time telling them I will not approve her account, they tell me they will not bother me anymore and the next day I have another one.

Desired Settlement: Stop harassing me to approve my minor daughters account. I have threatened them with legal action nothing is working. I personally think care.com is nothing but a scam. I refuse to approve an account for her.

Business Response: I would like to apologize to **. ******* for the frustration regarding the parent invitation emails he has been receiving to approve his daughter's account. We have reached out to him directly to assist him in ensuring that the account opened by his daughter is closed and to ensure he no longer receives additional emails.

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. Regards, ***** *******  

Business Response: Again, I would like to apologize to **. ******* for his frustration with the parent monitored account opened by his daughter.  I was able to locate the account in question under **. ********* daughter's email address of *********************.  Our email team did recieve his request to have her account closed on 5/6/2015 and immediately closed it at his request.  I would encourage **. ****** to reach out to us directly for any additional questions with his daughters account closure.

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. WHERE DID YOU GET THE EMAIL YOU SAID BELONGS TO MY DAUGHTER? Regards, ***** *******  

Business Response: I was able to locate **. ********* daughter's email address as it was provided at the time she enrolled in an account on the site.  I apologize again for **. ********* frustration in this process and assure him that his daughter's account was definitely closed immediately at his request by our email support team in case number *******************

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.  [No you did not close my account immediately you closed it when I filed a complaint against you after three emails from you to approve my daughters account after I refused to do it.  And that is not my daughters email account, that is why I asked you where you got it, she has no idea what that email is and neither do I.  This is why I refused to let her join your company you can't be trusted and you lie.] Regards, ***** *******  

5/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just recently renewed my $48 membership with Care.com a few days ago. I logged in yesterday, April 24 2015, to make some changes on my account and apply for some jobs. About 2 hours of being on, I received two emails, one about a business account being opened, in which I did not do and another in regards to terminating my account and can do so without any reason.

Desired Settlement: Please refund the fee I made or reactivate my account along with sending an apology to all clients about this false accusation

Business Response: I would like to apologize for Ms ******** frustration with her Care.com membership.  Care.com offers many different types of memberships.  We have Individual Caregiver accounts which allow members who are looking for child care jobs in a family's home as well as Family Child Care accounts for members who provide services in their own homes.  Ms. ******** had enrolled in a Family Child Care account and the account was closed due to human error on our end due to confusion over whether she is looking to provide services in her own home or outside.  Ms. ******** can open a new account with us at any time and we have refunded back her subscription fee.  Below is a copy of the transaction history for her records.  

****************** 05/03/2015 12:57:04 CREDIT ******** ($48.00) Approved

Additionally, we have reached out to her directly and would be glad to assist her in opening a new account.  I have also submitted her feedback regarding her experience for review to the appropriate department on her behalf.  I would encourgage Ms. ******** to reach out to us for assistance or any additional questions regarding her membership.

5/12/2015 Billing/Collection Issues | Complaint Details Unavailable
5/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am contacting the Better Business Bureau to report Care.com’s deceptive billing practice and violations of terms of use. There are many reports here of people who are billed regularly without being notified. Imagine how many people experienced this but have not reported here or how many have not yet realized they are being charged! Care.com’s business model relies on taking advantage of the people very they claim they are trying help: moms/caretakers who are so busy that they need to pay a stranger to care for their beloved! These are exactly people who don’t have time to read details of a “terms or use” document. I signed up for a 3 month subscription on 12/15/2104. I did not use the site after the first month. On April 26 I saw that my credit card had been charged on March 15, 2015. I immediately logged into the site, “downgraded” my subscription and wrote the customer service asking for a refund for the March charge. They said that my 3 month account had auto-renewed (hence the March 15 charge). They pointed me to the terms of use and the enrollment page, but both of those have changed since my original sign up so what is written there today is not what was written when I signed up. Terms of service date is Jan 2, 2015, but I had joined in 2014. The representative said I received an email notifying me of changes. I never received such an email. When I signed up, there was no option to auto-renew or not to. All the promo copy was about how I was signing up for a 3 month plan. Perhaps the auto-renew was in the fine print. That may be legal, but it’s deceptive. On my original sign up date, I received an email receipt, but I did not receive a receipt of any kind of notification of the March 15 charge. So there was no way for me to know I was being charged until I received my credit card statement (41 days after the charge). It’s common practice for (reputable) companies with recurring charges to confirm payment by email (for example, ************). Failure to do so is purposely deceptive. Had I received a receipt I would have contacted them right away and then, perhaps I would have been eligible for a refund. I have written customer service at least 5 times this week. I seem to receive general form letters, not responses to my questions about my account. I’m extremely disappointed in Care.com. I have been a cheerleader for their site after finding our current nanny. I have recommended them to others and fully expected to use them again. Unfortunately, I can’t support them now since I don’t trust their ethics.

Desired Settlement: I would like a full refund for the March 15 charge. I would also like an explanation of why I did not receive an email about the terms of use changes.

Business Response: Please see attached PDF.

Since Ms. ****** did contact us regarding the renewal charge, even though slightly outside of the 30 day window in our Terms of Use, I have made an exception and refunded the charge as a courtesy to her.  The refund should be reflected on her statement within 3 - 5 business days.  Below is a copy of the transaction history for her convenience.  


****************** 05/06/2015 11:23:53 CREDIT ********  ($78.78)  Approved

When Ms. ****** upgraded to her Premium Subscription on 12/15/2014, she also received an email from us regarding the plan she selected and included information about the renewal date and instructions on how to downgrade back to the Free Basic Subscription.  Our Member Care team contact information was also included for her should she nedd assistance in canceling her subscription.

Care.com does notify member's of any significant policy changes to our Terms of Use.  The update that Ms. ****** was referring to was due to a change in location of the corporate office only and not any actual policy changes.  All terms with the exception of the corporate address are the same as the date of her enrollment when she agreed to the.  I apologize for any confusion regarding the update date listed on the Terms of Use 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. 

Regards,

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

5/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received continual emails from this organization but never signed up for their services. I keep getting ads for people to care for my child and I never signed up for the service. I feel they are either not checking for spam sign up or they are illegally registering people. I am unable to opt out of their emails unless I sign into my account - which I never created.

Desired Settlement: I wish to be removed from their email list and any account with my information in it deactivated.

Business Response: I would like to apologize for the frustration that Ms. **** has had with a Care.com account that was created with her email address.  She has reached out to our Member Care Department directly and the account was immediately closed at her request.   Additionally, should Ms. **** decide to use Care.com in the future we offer the option for all of our members to opt out of any informational or marketing emails in the Privacy Settings and Preferences in their Account and Settings.  I would encourage Ms. **** to reach out to us directly with any additional questions that she may have regarding her issue.

4/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I used care.com to find a Nanny for our children. We hired a Nanny and it did not work out well at all. She cancelled over the phone several times, was late, cancelled via text and quit the night before she was to Nanny via a text message. My boys were hungry multiple times when I got home. We filed an honest review of the Nanny and in turn Care.com cancelled our account. She responded with one big lie and yet she is still a member. We are never allowed to use their services again and yet the unreliable liar of a Nanny is still up there to be hired. Go figure. Should care.com's primary interest lie with the well being of the children that they are allowing sitters to watch??? It is clear to me that after this experience all they care about is the money they get from Nanny/Sitters looking for employment. Stay away from this site. They do not care about the parents and their children, they care about making money from people looking for employment.

Desired Settlement: Reinstate parents accounts and hold the sitters accountable for their actions. They also need to do an investigation into the situation at hand and not just remove a family with kids from the sight becuase they gave an honest review on a terrible employee which is still a member seeking employment from more soon to be victims of poor care.

Business Response: I apologize for Mr. ******' frustration with his membership with Care.com and experience with the site. 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 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 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 Mr. ******' 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.When the account was closed a refund was issued immediately on the account for the subscription.  Below is a copy of the transaction for Mr. ******' convenience.****************** 03/23/2015 12:02:08 CREDIT  ******** ($39.00) Approved

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.  [Care.com is an unprofessional and unethical business. It is a site designed to find sitters and Nannies for parents but it does not give a damn about the children involved. We were removed from the site for their own discretion because a Nanny we found on the site was terrible. She left a response to our honest and accurate review and yet she is still on there. Care.com does not care about the well being of children which their site represents, they only care for the mighty dollar as there are far more people looking for employment as compared to people and families looking for sitters.] Poor sitters stay and good parents are banned. Makes a lot of sense in this day in age.  Regards, ***** ******  

Business Response: Again, I would like to apologize for Mr. ******' frustration with his membership with Care.com and our Termination Policy. 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 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.Care.com takes feedback from our members on an ongoing basis to continue to improve the site and our practices to provide the best possible experience.  As such, I have personally submitted Mr. ******' feedback regarding his membership and our polices to the appropriate department on his behalf.

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.  [Just having a policy in place that you can, "close an account for any reason" is not valid. Your business is unethical and you do not care about anyone but the majority parties thus being people looking for employment so you can line your pockets with the almighty dollar. You do not care about the kids or families involved on your site. I as well as many  others that I can see are letting tee truth be know. You should look into the details and actually contact the families that have bad experiences with sitters on your site as opposed to just banning them for life. Let me get this crystal clear here. I am not trying to get my account re-instated, I would never use your site again!!! You and your company are unethical in every aspect possible. ] Regards, ***** ******  

4/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I set up an account with care.com. I purchased a background check and I don't see where it's supposed to go. I don't see it. I don't know what's come of it. I've called a numerous amount of times I just get this recording I'm unable to speak to anybody to find out what happened with the purchase or anything. I feel like this is a type of fishing scam. I would like to close the account take my picture off the account get my money back for the background check.

Desired Settlement: delete my account. and refund my money for the background check

Business Response: I would like to apologize for Ms. **********'s frustration with her Care.com membership and reaching our Member Care Team.  We offer phone support and chat support Monday through Friday from 10am - 6pm EST as well as email support 7 days per week, 24 hours per day..Ms. ********** did order a background check for her profile.  The check had been submitted and the status of it could be viewed under the My Background Check Section.  Ms.  ********** was not yet charged for the background check since the results.  Her credit card has not been charged at this current time.  I have personally closed her account at Ms. **********'s request.  Below is a copy of the transaction history for her convenience.******************     03/31/2015 11:49:57     AUTH_ONLY     ********     $9.00     Approved Additionally, I submitted Ms. **********'s feedback regarding reaching our phone support to the appropriate department on her behalf.  Care.com is currently working on a project to improve our call in support making it easier to get directly through to a representative to improve the experience for our members.

4/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com allows you to sign up for a 30 day membership that misleadingly leads to a resubscription at the end of the 30 days. I also signed up for the ability to do background checks for 30 days, this too was charged over the next 2 months. I now have been charged 180 dollars for 3 months by Care.com. There was no authorization for 120 dollars of the total amount, which were dues for March and April. I had not used their services in March or April, nor did I understand that I had signed up for a subscription. This was a misleading business practice and unethical.

Desired Settlement: Refund the 120 dollar charges for the last 2 months to my credit card. Stop charging me for services I have not used or requested.

Business Response: Please see attached PDF.

4/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a membership with care.com I canceled it on my own. When I went to reopen my account they denied my membership stating they closed my account witch is false. When I told them of this wrong information they continued to stay with the same story of the closing me account witch they didn't. So when I spoke to them again and asked how could they close my account when it was already closed and even if they wanted to they had no reason. I have a clear background and no negative experiences on care.com. They also refuse to give me any information they may think the have about me. So I feel like they have their information wrong thinking they closed my account when I did then not allowing me to rejoin also refusing to give me information on myself or corporate number. This simply isn't right and I want to see action taken for their wrong doing.

Desired Settlement: An apology, for them never to do this again to anyone to reinstate my membership and possibly sue .

Business Response: I apologize for Ms. ****'s frustration with her membership with Care.com and experience with the site. 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 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 Ms. ****'s concern.5. Termination of RegistrationIn 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.

4/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased ONE MONTH service from Care.com but was charged for the following month without any kind of notification or my authorization. I emailed them using their webiste email but never got reply. I called them with their 877 # but never could get a real person to speak with.

Desired Settlement: Refund, and do not charge in the future.

Business Response: I would like to apologize for the frustration that Mr. ** has experienced with his Care.com membership and reaching out Member Care Team. Mr. **'s email support request was received on 4/21/2015, and his account was downgraded and refunded by a member of our email support team. Attached is copy of the email snt to the email address on file in his account -****************@126.com - regarding his subscription cancellation and refund request for his convenience. I would encourage Mr. ** to reach out to us directy with any additional quetions regarding his *******************

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. 

4/21/2015 Billing/Collection Issues | Complaint Details Unavailable
4/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am sure this is not under the right category, but I could not find one for what I needed. I am very upset with care.com. I have been using their site for around 6 years now. 5 days ago I get an email from them saying my account has been closed...no reason given. I checked an email I accidently deleted from them and they said it was due to my background check. I called www.*********************** to get a copy of my report, because I know there is nothing on my background. They said they had nothing on me. I spoke with a care.com member today, 4/8/2015 and she would not give me a reason as to why my account was closed. I really think it may be because I do not pay for the account, I use the free account. She just said we can close your account for any reason. This is not right, because if there is something wrong, I need to fix it!

Desired Settlement: An answer as to why my account was closed and not a lie saying it was because of my background check.

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.  If I were a paying customer would this still of happened?  That is not a way to run a business...I am so glad I was not paying Regards, ****** *******    

Business Response: I apologize for Ms. *******'s frustration with her membership with Care.com and experience with the site. 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 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 Ms. *******'s concern.5. Termination of RegistrationIn 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: 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.  Regards, ****** *******    

Business Response: Again, I apologize for Ms. ********s frustration with her membership with Care.com. 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 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 provides the exact information pertaining to Ms. ********s concern. As we are always looking for ways to improve the customer service experience for members on our site, I have submitted Ms. ********s feedback regarding this policy to the appropriate department on her behalf.

Consumer Response: 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, ****** ******* "I have submitted Ms. *******'s feedback regarding this policy to the appropriate department on her behalf."   Thank You

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I set up an account with care.com. I purchased a background check and I don't see where it's supposed to go. I don't see it. I don't know what's come of it. I've called a numerous amount of times I just get this recording I'm unable to speak to anybody to find out what happened with the purchase or anything. I feel like this is a type of fishing scam. I would like to close the account take my picture off the account get my money back for the background check.

Desired Settlement: delete my account. and refund my money for the background check

Business Response: I would like to apologize for Ms. **********'s frustration with her Care.com membership and reaching our Member Care Team.  We offer phone support and chat support Monday through Friday from 10am - 6pm EST as well as email support 7 days per week, 24 hours per day..

Ms. ********** did order a background check for her profile.  The check had been submitted and the status of it could be viewed under the My Background Check Section.  Ms.  ********** was not yet charged for the background check since the results.  Her credit card has not been charged at this current time.  I have personally closed her account at Ms. **********'s request.  Below is a copy of the transaction history for her convenience.

******************     03/31/2015 11:49:57     AUTH_ONLY     ********     $9.00     Approved

Additionally, I submitted Ms. **********'s feedback regarding reaching our phone support to the appropriate department on her behalf.  Care.com is currently working on a project to improve our call in support making it easier to get directly through to a representative to improve the experience for our members.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response partially satisfies my issues and/or concerns in reference to complaint #********. Because they stated I was unclear on how to reach them but I wasn't.  I called the number several times I also left messages with my contact information. No one got back to me nor was I able to get thru to a live person to ask about how to navigate the site in order to put my references on the site. I'm understanding by the response my credit card had not been charged,  it's just an authorization so please don't charge me for it. I understand that by choosing to accept the business response that my complaint will be closed as resolved. But would like to add 


4/15/2015 Problems with Product/Service | Complaint Details Unavailable
4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Okay I joined the site to find a sitter for my daughter. They advertise being able to connect with all kinds of people local. Well after signing up and posting an add I've gotten quite a few applications but I cannot respond to them unless I pay them. So I tried to put my contact info in my add which their terms and conditions state are allowed at own risk. Well it's been altered without my permission stating that they recommend not putting that in there. The only way they will let you respond to applicants is to pay them which I refuse to do. When I asked them they stated its not allowed but in their terms and conditions they say you can. This to me is fraud and needs to be dealt with as they say one thing and then do another. Also if I want people to have my info it's my choice not theirs. They are trying to extort families into paying to find a sitter by not allowing any contact informaion but their private messaging system. It's not right. Also their editing a private add and changing the wording so my add looks nothing like what I posted. It's fraud and it's not right.

Desired Settlement: I would like them to allow me to put my email in ny add. They keep saying it's not recommended but not that it's not allowed yet it still gets edited without my permission.

Business Response: I apologize with Mr. ********* frustration with his Care.com membership.  Care.com offer's two different levels of subscriptions for our members.  Our Free Basic Membership gives members a chance to try our services in case they weren’t ready to commit to purchasing a Premium Membership when first visiting Care.com. We want to make sure individuals have a chance to see if there are qualified candidates first.  So as part of the free subscription, members are able to post a job and preview care provider responses.To ensure the safety of our community and to support our efforts in providing members a high quality service, they will need to upgrade to a paid Premium Membership if they would like to begin the screening process (contacting care providers to schedule interviews, requesting preliminary verifications and  background checks, viewing references from their previous employers, or reviews) with your potential candidates.  Our Help Section is available to all of our members through their accounts. Below is the information regarding job posts provided for Mr. ********* convenience.-  Be sure that you do not include your phone number or email address, any last names or children's names. Posts are publicly visible, and we want to save your personal information for private communications.-  No specific locations or addresses. For safety purposes, we encourage sticking to the details of the job, not the precise location. Care.com strives to provide the best possible experience for all of our members.  As such, I have submitted Mr. ********* feedback regarding our memberships to the appropriate department on his behalf.  I would encourage Mr. ******* to reach out to us directly with any additional questions regarding his membership.

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. Their terms and conditions state I can put my email in the add at my own risk but they refused to let that post and altered the add  then they banned me from the site for filing this complaint  also I am a woman not a man and they don't seem to even know who they are banning or reducing to post an add that followed all their terms of use  their site says nothing about having to pay to respond to applicant but once you have one they say you can only respond by paying them  it's extortion and they need to be punished  there are about 5000 reviews that state they continue to bill after people cancel their memberships and etc  I do not see how your terms and conditions can say one thing and they do another  it's fraud in my book and by the definition in the dictionary   Regards, **** ******* *******  

Business Response: I apologize for my mistake Ms. ********* gender and  frustration with her membership with Care.com and experience with the site. 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 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. Stetson 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 Ms. ********* concern.5. Termination of RegistrationIn 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: 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.  that was an automated response. They used two different names in that response. First I am ******* then I am suddenly *******. Seems they didn't edit it completely. Also that response had nothing to do with my actual complaint. They refuse to acknowledge the fact that they refuse to let me put my email in my add or the fact that your not able to respond to applicants unless you pay them. This is not outlined when you sign up or post an add. This is false advertisement and extortion. The site needs to be shut down or be made to allow members to respond to applicants without paying their outrageous fees  Regards, ******* *******    

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My ** year old daughter is taking child development classes in high school and is looking for work in this field as well. She saw the advertising for care.com and registered on the site. I just received an email today stating her account has been suspended based off information care.com received from a background check for me. I called care.com and spoke with supervisor ***** who told me she doesn't have to provide me a last name or any other identifying information yet they can run a background check on me without my consent. ***** describes the report simply as "verification" but the email clearly refers to it as a "background check." I have a criminal charge from 2005 which was a misdemeanor I plead guilty to back in 2005 due to shoddy representation. Because of that charge, ***** says, my daughter can NEVER register on care.com unless she has a different address from me even after she turns **. Unfortunately I will always carry this charge but I never would have thought this trivial misdemeanor would affect my daughter. Why should the children pay for the crimes of the parents? Why should someone who made a mistake that was nonviolent and a misdemeanor be excluded from a whole community of people seeking the same thing online by care.com? This charge has NEVER precluded me from any job and now it is keeping my daughter from getting a job? The terms and conditions say care.com can do this but I feel care.com's terms and conditions violate the laws of the state of NJ and the constitution. A website should never be allowed to exclude people just based on the fact they were convicted of a crime at some point in their life. The background check specifically states it includes 7 years of history yet my charge they used to exclude my daughter was more than 10 years ago so that is also concerning why it even showed on the report.

Desired Settlement: I am looking for care.com to lift the suspension on my daughter's account and allow her to continue using the site. If a parent wants to know about the caregiver's parents background, I will be happy to release the report to them and answer any questions but just to exclude my daughter because of a mistake I made on an application over 10 years ago is discriminatory

Business Response: I would like to apologize for Ms. *******'s frustration with her daughter's Care.com membership. Unfortunately the decision to suspend her account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension. Regardless of the date or outcome of the case it still appeared on Ms. *******'s record as a criminal charge and according to Section 2 of our Terms of Use this disqualifies the member from using our service.  Below is a copy of the section for her convenience.

2.1. Eligibility

To be eligible to use our Services, you must meet the following criteria:

    Our Services are available only to individuals who are eighteen (18) years of age or older; provided, however, that individuals fourteen (**) to seventeen (**) years of age may join Care.com as Care Providers subject to the terms set forth in Section 3.3 and any applicable Additional Terms. If you do not meet the above age requirements, do not register to use the Site or Services.
    
    Neither you nor any member of your household may have ever been (i) the subject of a complaint, restraining order or any other legal action involving, arrested for, charged with, or convicted of any felony, any criminal offense involving violence, abuse, neglect, fraud or larceny, or any offense that involves endangering the safety of others, dishonesty, negligence or drugs, or (ii) registered, or currently required to register, as a sex offender with any government entity.

Upon enrollment a member must agree to the terms of use.   Unfortunately the decision to suspend Ms. *******'s daughter's account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension.  I encourage Ms. ******* to reach out to us directly with any questions regarding her daughter's membership.

4/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i have used care.com ofr a month or so,and then at some point my log in has been deactivated-i was not able to receive the new password back to my eamil,and since theres no way to call anyone on that website ,just kept sending emails,never received a reply very shady credit card charging system im still being charged on my card for almost a year without being able to cancel the charge although i sued them for only 1 month for a company named care.com they sure dont take CARE of any issues you might have

Desired Settlement: refund of charged for almost a year,and stop charging my credit card

Business Response: Please see attached PDF. Additionally, Ms. ******* has been in touch with our email Member Care department, which offers 7 day per week support and they assisted her with her account issues.

Consumer Response:

i want my subscription canceled immediately
this all non sense- i did register with this website for one month and ever since then ive been trying to cancel it,but AGAIN,they have blocked my acces to the account,and i have not been able to cancel it ever since
on their phone number,you cannot receive someone live,only a menu
this is not an honest mistake on their part,this seems like a bad business practice to extort funds from customer who dont notice their credit card bills

 

 

 

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.

When Ms. ******* contacted Care.com on 3/25/2015, a representative immediately obliged her cancellation request and a refund was granted for the current billing cycle that she was cancelling as a good faith effort to appease her concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Ms. ******* upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ******* agreed to at the time of enrollment on the site.

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. Ms. *******'s feedback regarding her frustration in reaching a phone support representative has been submitted to the appropriate department on her behalf.  We currently have a project underway to improve the call in experience for our members, making it easier to reach a live representative based on the feedback from our members.  I would encourage Ms. ******* to reach out to us at any time in the future for clarification or assistance with her account.

4/14/2015 Billing/Collection Issues | Complaint Details Unavailable
4/14/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/11/2015 Billing/Collection Issues | Complaint Details Unavailable
4/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We tried to use Care.com's membership to find good employees for our cleaning company. But, we were very disappointed with our membership because we wasn't be able to contact with candidates from our list of interest because they didn't reply for our requests. We tried to cancel our membership, but they told us that we agreed to use membership for 3 months period and they will charge our credit card even if we don't satisfy with service and requesting cancelation. I tried to call them several time and they were unavailable. Eventually, we were be able to talk with a manager, but she refused to cancel our membership at this point.

Desired Settlement: We would like to cancel our membership beginning 03/20/15, return second payment $100.00 (03/20) back to our credit card, stop any future charges for membership.

Business Response: I would like to apologize for Ms. *********'s experience with her Care.com membership.  Upon upgrading Ms. ********* did select a 3 month subscription which bills in 3 monthly installments of $100.00.  Although we do not prorate subscriptions, after reviewing her account there was only one month of premium usage on the account.  As a courtesy, we switched her over to a one month subscription with a one time charge of $150.00, and downgraded her to the Free Basic Subscription.  Additionally, Ms. ******** has been refunded the difference of $50.00, below is a copy of the transaction history for her convenience.  Her credit card will no longer be billed.  I would encourage Ms ********* to reach out to us directly with future questions regarding her membership.

******************     03/31/2015 01:47:14     CREDIT     ********     ($50.00)     Approved

4/11/2015 Billing/Collection Issues | Complaint Details Unavailable
4/11/2015 Billing/Collection Issues | Complaint Details Unavailable
4/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently discovered that my account had been closed/deactivated. Upon investigation I found out that the company had closed my account without my knowledge due to a background check that I agreed to pay for over a year ago. Keep in mind I was able to access my account until November 2014 when I last logged in. I did not see any email notifications that my account was going to be closed in either the my accounts email with the site or my personal email that my account was linked to. Apparently the site claims that I was notified via email in December that my account was going to be closed due to a finding on my background check that was done again over a year prior to this. I never received an email from the company. I recently contacted the site in March of 2015 when I found out that my account was deleted/inactivate…the reason I was given was due to my traffic violation in 2007. Seriously, a traffic violation in 2007?????That is why they closed my account; I have no other traffic violations or anything else on my background report. Never before have I been treated like a criminal in my life. So in-other words don’t do a background check with the company, because they will close your account with any finding including minor traffic violations years and years prior. It doesn’t even matter if you have a clean record since. Trust me if this was an issue, the state would not of allowed me to receive a specific certification/permit, I would not have my license, nor would I have been able to work at the CRO that I currently work for. I truly do not understand this decision, and when asked what I could do ….I was told nothing, and that my account was permanently deactivated due to a traffic violation in 2007. I wasn’t even allowed to talk to safety or anyone regarding the issue. The person I talked to said they were a manger, but I highly doubt that, just by the persona that was relayed. The only reason I even signed up for the account and did the background check, is because I had nothing to hide, and I wanted to help out others with their animal care needs as well. Now this privilege has been revoked, and never to return at their site…due to a MINOR TRAFFIC VIOLATION in 2007. My suggestion to those thinking about joining this site is not to, and especially do not do the background check if you have anything including minor traffic tickets on your account, because it will be a waste of money and the outcome will be of them closing your account.

Desired Settlement: Reactivate my account and refund me for the background check. I will not accept the answer, "according to our policy, nothing can be done....or all decisions are final" or anything to those terms.

Business Response: I would like to apologize for Ms. *******'s frustration with her Care.com membership.  Unfortunately the decision to close her account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension. Regardless of the date or outcome of the case it still appeared on Ms. *******'s record as a criminal charge and according to Section 2 of our Terms of Use this disqualifies the member from using our service.
 
Furthermore, when Ms. *******'s account was put under suspension she was notified and provided 90 days to dispute the charges or get the case removed. Since she did not provide us with the required documentation, proving that the case had been removed, her account was closed.  At the time the account was closed Ms. ******* was also notified of the closure.  All notifications were sent directly to her at the email address provided in her account.  I encourage Ms. ******* to reach out to us directly with any questions regarding her membership.

Consumer Response:

I do not see how this is legal, especially since this was a TRAFFIC violation. This was not a criminal offence, the company is making it sound like traffic violations are criminal offences, flat out ridiculous especially ones from 8 years ago. I was never notified regardless of what their system says, I did not receive messages. I have already contacted the company with little resolution and only made to feel that I was a criminal. Now they have taken what I love to do and forbidden me to help others in need, while the leave the real criminals on their site. My advise to everyone...do not do the background check if you have any sort of traffic violation on your record. If you don't you will fly under the radar and never be detected. If i knew that a traffic violation from 8 years ago would have put me in this predicament  i would never of paid to have my background ran. If I am able to get a RVT & CCW with the state, there is obviously no issue with my background. I am beyond frustrated and upset.

 

 

Business Response: Again,I would like to apologize for Ms. *******'s frustration with her Care.com membership.  Upon enrollment, Ms. ******* did agree to Care.com's Terms of Use.  Unfortunately the decision to close her account if final and can not be reversed.  Regardless of the date or outcome of the case it still appeared on Ms. *******'s record as a criminal charge and according to Section 2 of our Terms of Use this disqualifies the member from using our service.

Furthermore, when Ms. *******'s account was put under suspension she was notified and provided 90 days to dispute the charges or get the case removed. Since she did not provide us with the required documentation, proving that the case had been removed, her account was closed. At the time the account was closed Ms. ******* was also notified of the closure. All notifications were sent directly to her at the email address provided in her account.  Ms. *******'s feedback regarding this policy is important as we continue to look into ways of improving the customer experience for our members.  As such, I have submitted Ms. *******'s feedback regarding this policy directly to the appropriate department on her behalf.

4/11/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/10/2015 Billing/Collection Issues | Complaint Details Unavailable
4/9/2015 Billing/Collection Issues | Complaint Details Unavailable
4/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up last night because I needed to hire someone today and they limited the number of messages I was able to send, not allowing me to find someone to hire. They never stated that they limited the number of messages you can send. I called less than 24 hours after I signed up because the service they provided was not as stated, and they refused to provide me with a refund.

Desired Settlement: Refund $31.99

Business Response: I would like to apologize for Ms. ********* frustration with her Care.com membership.  Once Ms. ********* account was upgraded to the Premium Membership, she was granted complete access to our service and the ability to contact caregivers on the site.  I do apologize that she did not find a caregiver within her specific time frame but we cannot refund the subscription because she has in fact utilized the service.  Below is a copy of our Refund Policy located in Section 8 of our Terms of Use for her convenience.  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. Additionally, I have submitted Ms. ********* feedback regarding the message limit in a 24 hour per period.  It is designed to protect our members from spam type emails.  If a member contacts our Member Care Team, the account can be verified and the limit can be increased for the member.  I would encourage Ms. ******* to reach out to us directly for further clarification or assistance with her membership. 

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.  Care.com limited the number of people I was able to contact, not allowing me to utilize their service as advertised. They never stated that the number of people you could contact would be limited. They also did not specify when I signed up that there was an extended time frame in order for my job to be posted. I signed up yesterday because I needed to find someone to hire for today. Because they limited the number of messages I could send, I was unable to do that. If the number of messages was not limited, I'm sure I would have been able to utilize their service and be a happy customer. They were evasive and did not disclose this when I signed up. That is poor business practice and poor customer service to now debate with me about it. Regards, ***** *******    

Business Response: Again, I would like to apologize for Ms. ********* frustration with her Care.com membership.  Upon enrollment member's must agree to our Terms of Use in order to complete the process.  Section 3.4 specifically addresses her issue.  Below is a copy of it for her convenience.Section 3.4 In order to protect our users from prohibited activity, we reserve the right to take appropriate actions, including but not limited to restricting the number of phone numbers a Care Seeker may view or the number of emails a user may send in any 24-hour period to a number which we deem appropriate in our sole discretion. I have submitted Ms. ********* feedback regarding the policies on her behalf to the appropriate department.  Our member's feedback is very important to us as we are continually looking for ways to improve the experience for our members.  Again, I encourage Ms. ******* to reach out to us directly for additional assistance with her account.

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.  I did reach out to customer service on Monday night when I was having issues. NO ONE GOT BACK TO ME. Refund my money and stop wasting my time. Regards, ***** *******  

4/3/2015 Billing/Collection Issues | Complaint Details Unavailable
4/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used this company's services over 4 years ago. Ever since, they have continuously charged my credit card every month since for a membership fee although no services were ever again rendered. It was difficult to know who was billing me because their explanation on the credit card statement is very cryptic with no valid phone number attached. I believe that the main focus of their business is to lure consumers into signing up for a service and then using the credit card info to continue making dubious recurring "membership" charges.

Desired Settlement: I would like a refund of monthly recurring "membership" charges which I did not know I was being charges for.

Business Response: I would like to apologize with the frustration that Mr. ***** has had with his Care.com membership.  Mr. ***** did reach out to our Member Care team regarding his issue.  The representative was unable to locate an account under the information provided and has reached out to him directly for additional information so that we can assist him further.  If Mr. ***** could provide us with the name or the email address on the account we would be glad to resolve this issue as soon as possible for him. 

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. I have NEVER once received any communication from them. Indeed, the  only contact was a charge on my credit card with a very cryptic name, CCI, with no phone number. The only way I found their name was by contacting the credit card fraud department and they seemed to know of this company from others’ sad experiences. They profess to want to reach out to me. Not so. If they did, they have my credit card info on file, and the credit card company’s fraud department has reached out to them on my behalf.  Regards, **** *****  

Business Response: Again, I do apologize for Mr. ******* frustration with his Care.com membership.  Our Member Care Email Support did reach out to Mr. ***** in his cancellation request, case number  ****************** ** assist him in canceling the subscription.  We were unable to locate an account with the information provided and requested additional information to assist him.  As of yet we not received a response back from him regarding this case.   I would encourage Mr. ***** to contact us directly at ###-###-####, Monday through Friday from 10am - 6pm EST to assist him further.   In addition, his credit card company can also contact us directly so that we can resolve the issue for him as quickly as possible.

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.As of 3/31/2015, I have received no response. Prior to my complaint to the BBB, the only response was a returned call with no voice mail. When I tried to call them back, I received a recorded message that instructed me to call back the next day. This was clearly during business hours. As part of your investigation, I suggest you try to contact them by phone yourself. Let me assure you, they have not made even one attempt to reach me in any manner whatsoever. I stand ready to speak with them at anytime. Preferably a conference call with you folks on the line. They are more than happy to charge my credit card monthly for years under the cryptic description CCI. They have not, however rendered any services in return. Ask them to show you any communications they have sent me. This business is the definition of the kind of company the BBB was designed to warn us about. Don’t let us down. Regards, **** *****  

3/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 30 day membership with care.com. IT clearly states on the web site that my membership is for 30 days. I never signed up for a renewing charge. Below the 30 day membership is options for 6 months membership and one year memberships with a lower fee and below that it states those are recurring charges. I did not sign up for those memberships yet care.com has charged me the high premium of a one month membership on an ongoing charge for 39 dollars. I am disputing the 39 dollar recurrent charge to my American Express card. I am complaining that there business practice is intentionally deceptive in order to trick customers into services that they did not agree to. There is no place on the web site that state you confirm recurring charge like most business have. There is no place on the web site that state you understand there will be recurring charges. My understanding by selecting the one month membership that it would be in fact for one month.

Desired Settlement: I expect care.com to reverse the erroneous charge of 39.00 to my American Express card. I expect them to make their web site clearer to customers and not be intentionally deceptive in order to fraudulently bill customers for services that did not want and did not sign up for.

3/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used the care.com site to find a sitter for valentines , I paid to use the site for the month of February , they billed me $39.00 to my credit card for the month of march that I did not authorize them to charge on my credit card. when I contacted the via email which took me an hour tofind company contact information, I was told via email reply I would get a response in 24hr . They ultimately responded by saying I could use there site one more month and that my subscription was cancelled. I never signed up for a subscription , and I had originally recommended this service to lots of my friend's only to have these issue , I feel they took advantage of me as a customer and charged my care unethically.

Desired Settlement: I would like a full refund of $39.00,as well as an them to update there site home page with a customer service link of phone number for customer issue.

Business Response: I would like to apologize for Ms. ******'s frustration with her Care.com Membership.   All subscriptions automatically renew until canceled, and this feature was listed on the enrollment page when Ms. ****** joined Care.com.  Additionally, this feature is also listed on the upgrade page, just below our list of subscription options. 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 partiallyunused 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.Ms. ****** contacted our email support team regarding her request and they issued a refund and cancelled her subscription immediately as requested.  I encourage her to reach out to us directly with any additional questions with her membership.  Below is a copy of the transaction for her convenience.  ******************     03/12/2015 10:39:57     CREDIT     *******     ($39.00)     Approved

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently, I had a profile on care.com as a nanny searching for a job. A previous employer, who I did not meet through care.com left a review on my profile. The review itself was not negative, but only leaving two stars, indicating they wouldn't hire me again, was. I contacted care.com to have the review removed, because I did not agree with them being allowed to leave a review on a site that they did not use to hire me. I explained that the only reason they would not hire me again was, because the mother and I had gotten in a disagreement resulting in my leaving. That disagreement had nothing to do with the care I provided for their children and she was leaving the review out of spite. I also informed her that this woman had created the account under her fiance's name and left me the review without his knowledge. While talking to the care.com representative I was informed that the review would not be taken down and that I should have my friends and family create profiles (which they would have to pay for) and leave me good reviews to balance the bad one. She also told me I could go on a create an account and do the same thing. This practice is fraudulent and I told her I would be reporting them to the BBB and said have a nice day and ended the phone call. Three minutes later I received an email saying my account had been closed and I was not welcome to create another one in the future.

Desired Settlement: I would like to be able to create another profile if I choose and have the review removed from my profile. And I would also like an apology for how I was treated and having my account closed, when I did absolutely nothing wrong.

Business Response:  I would like to apologize for the frustration that Ms. ****** is having with her Care.com Membership and our Policies.  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. You may not terminate your registration and re-register in order to prevent a review from being associated with your account. The author of a review can always remove or request removal of a review they have written. The author of a review can always remove or request removal of a review they have written.When Ms. ****** called in, the representative she spoke with appropriately handled her case and had a supervisor review it and contact Ms. ****** regarding her concern.  The supervisor spoke with Ms. ****** regarding section 3.1 in our Terms of Use regarding the policy.  At that time Ms. ****** stated that she had a previous membership which she had cancelled due to a review, which is a direct violation of our Terms of Use. I have submitted Ms. ******'s feedback regarding our Policies to the appropriate department on her behalf.  We do apologize again for the situation, but the decision to close Ms. ******'s account is irreversible and makes her ineligible to re-enroll.  We wish Ms. ****** all the best in her job search process.

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. Regards, ****** ******    

Business Response: Again, I would like to apologize for the frustration that Ms. ****** is having with her Care.com Membership and our Policies. 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. You may not terminate your registration and re-register in order to prevent a review from being associated with your account. The author of a review can always remove or request removal of a review they have written. The author of a review can always remove or request removal of a review they have written.I have submitted Ms. ******'s feedback regarding our Policies to the appropriate department on her behalf. We do apologize again for the situation, but the decision to close Ms. ******'s account is irreversible and makes her ineligible to re-enroll. We wish Ms. ****** all the best in her job search process.

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. Regards, ****** ******  

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After being an unpaid member with care.com for over 2 years, I finally decided to pay for a membership. I had a few references that were outstanding with care.com and also a background check that was done that was completely clear. I had been in contact with several potential clients for my house cleaning and caregiving business and those contacts were solely on my care.com profile. Suddenly, on the 13th of February, a care.com customer service representative decided that she would delete my profile, stating that I had suddenly changed from an individual to a company and that my profile was under the wrong category as such. I am NOT a company, nor do I work for one. I am an individual and remain as such. All of the contacts for my clients, my background check which cost $59.00 and my membership which cost $42.90 along with my reference reviews are gone and lost. When asked to have a customer service resolve this issue, because they had made a mistake, they refused to do so and stated that the policy of the company is to remove profiles at will, for whatever reason they would like. This is unfair and unjust practices on the part of the company and I need a refund for the monies as well as a reinstatement of my profile so that I can maintain my work running as it was.

Desired Settlement: A reinstatement of my profile, fully in tact, with the background check and positive reviews from my references. Or a full refund for the background check as well as my membership fees totally $101.90

Business Response: I would like to apologize for Ms. ******'s experience and frustration with her Care.com membership.  Ms. ******'s individual caregiver account was closed by Care.com due to an exclusivity violation of our Terms of Use, which she agreed to upon enrollment on the site.  For further information please refer to Section 5 of our Terms of Use.5. EXCLUSIVE USE - Your account is for your sole, personal use, you may not authorize others to use your account, and you may not assign or otherwise transfer your account to any other person or entity.At that time, Ms. ****** was immediately refunded for her membership fee.  Below is a copy of the transaction history for her convenience.  ******************    02/13/2015 05:35:24     CREDIT     ********     ($42.90)     Approved Ms. ****** did create the correct account needed per our Terms of Use.  Due to an error on our part, the account was closed.  Our Member Care Team did reach out to her directly regarding the issue and Ms. ****** regarding the error.  We would be glad to assist Ms. ****** further with her membership in any way we can and will work with her on transferring her reviews and information from her original account.  I encourage Ms. ****** to reach out directly to us with any additional questions or for assistance with her membership.I apologize for the inconvenience experienced by Ms. ****** due to the error made in closing the new account she opened.  Care.com strives to provide high quality services for our members.  I have submitted Ms ******'s feedback regarding her membership directly to the appropriate department on her behalf so that we can improve the customer service experience for our members.

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.  Care.com failed to follow through and did not in fact reinstate my account with all of the information in tact. Regards, ****** ******    

Business Response: Again, I apologize for Ms. ******'s frustration with her membership.  Due to the error on our end in her account being closed we would be glad to assist her should she choose to re-open an account with Care.com.  We encourage Ms. ****** to reach out to the supervisor who was directly handling her case and they will assist her in opening a new account and transferring over her reviews and additional information to the new account.  I encourage Ms. ****** to reach out to us directly with any additional questions she may have with her membership. 

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.  I have been in touch with customer service and the supervisor regarding my account and they have not reinstated it as of yet.  They have been rude and uncompromising in their response to me. I have attempted several times to contact the people the company mentions in their response to this complaint and to no avail.  My account is still not reinstated, the customer service representatives each have different stories to explain why and the supervisors keep referring me back to customer service and refuse to address the situation with me.  I have gone around in circles with this for the past month now. Regards, ****** ******    

Business Response: We have made multiple attempts to contact Ms. ******, in fact, a supervisor was able to reach out to her directly. I will have another supervisor reach out to her again today in an attempt to help her recreate an account. We have e-mailed her several times on the e-mail address listed on her account.

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.  As previously stated, I have responded to the attempts to reach out to me through email.  In fact, I have recently been in touch with a *****.  However, care.com refuses to reinstate my account and instead has changed their story as to why my account/profile on care.com was deleted in the first place.  Any of the representatives who have contacted me have each stated they are unable to assist me with my individual care.come profile, and reinstating the old account.  They inform me that I must create an account as a company, or business, even though I am Not either.  I have stated several times to each of the representatives with whom I have been in contact, that the response received on BBB, and several other representatives have concurred, that my account/profile on care.com was mistakenly deleted.  The stories/reasons as to why keep changing, and the bottom line is the flat out refusal on any of the representatives' parts to reinstate my profile/account as it was.  The insistence that I become a company/business is ludicrous as I am an individual healthcare worker and would not need to be searching for jobs via care.come if I was in fact a business/company.   Regards, ****** ******    

Business Response: Unfortunately, what this member is requesting is not possible in our system (which we have explained to Ms. ****** numerous times). The most we can do is help her build a new account, which she is refusing as a proposed solution to the issue.  At this point, we have exhausted our efforts to help Ms. ******. In my opinion, this is a closed matter.  Please let me know if you have any further questions.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First I signed up with Care.com to supplement my income on a evening and weekend business. I signed up on Feb 19, 2015 and I tried to cancel my subscription on March 5, 2015. The account is free however you can not answer ads or place an application unless you pay for a membership. So ultimately I did the option upgrade simply because I had to. Then it stated waiting for profile to approve.... within 2 minutes of the membership clearing my bank my profile did not approved. I followed the step to change it and get it approved as the email stated to do however I don't think it ever was. I had several references try to follow the link to give me a reference and each time they tried they were told an error occurred and they would have to rewrite it again. this is frustrating for me and the people giving me references. I had submitted several applications and none were answered however I know that this is not Care.com choice to answer ad that is not my complaint. Now, with that said in the last 5 days i have received several emails regarding a job but they are all spam emails. Since I paid I should not have to deal with the spam crap when I don't even get real responses. I finally contacted Care.com through email in the help section. and told them my concerns and that I would like a refund. They told me they would not issue a refund because it optional to upgrade, however, in order to use the site you have to pay. Doesn't seem right to me. This was an overall waste of time and money and did absolutely nothing but give me a huge headache.

Desired Settlement: All I want is for them to refund me the back to my checking account of $36, I paid to use their site that was not working in the first place and to cancel my subscription with them. They also need to come up with a better contact system as well as refund policy.

Business Response: I would like to apologize for the frustration Ms. ******* has had with her Care.com Membership.  We offer two different levels of subscriptions for caregivers on the site.  

The first  is our Free Basic Membership allows individuals to actively apply for jobs on the site.  This free membership also includes the ability to upload a photo, video, list references, and accumulate reviews from previous employers, friends and family.

The Premium Membership is not required to apply for jobs on Care.com, however the benefits can make a member more accessible to families.   The Premium Membership is instantly ranks a member higher in search results. Their profile is also highlighted by an indicator that lists them as a “featured member” of the site.  Additional Premium Membership also gives individuals access to the “Families Seeking” categories in the search menu. While still having the ability to search for Care Jobs on the site, members can also view and contact the families that do not have a job posted.  Lastly, the Premium Membership also includes a Free Background Check which remains valid on an individuals profile for a full year.

When Ms. ******* contacted us, a representative did assist her and her account will be closed at her request at the end of her Premium Subscription on 5/19/2015.  Care.com is always looking for ways to improve the experience for our members.  I have submitted Ms. *******'  feedback regarding her enrollment on her behalf to the appropriate department so that I would encourage Ms. ******* to reach out to us directly with any additional questions that she may have with her membership..

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. 

What they are stating is totally untrue. It would not let me respond to jobs unless I paid. They can say what they what but it would not allowing to answer. 

Regards,

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

 

 

Business Response: Again, I would like to apologize for the frustration that Ms. ******* is experiencing with her Care.com membership.  As Previously stated Care.com offer's two different subscriptions for caregivers  The first is our Free Basic Membership allows individuals to actively apply for jobs on the site. This free membership also includes the ability to upload a photo, video, list references, and accumulate reviews from previous employers, friends and family. The Premium Membership is not required to apply for jobs on Care.com, however the benefits can make a member more accessible to families. The Premium Membership is instantly ranks a member higher in search results. Their profile is also highlighted by an indicator that lists them as a “featured member” of the site. Additional Premium Membership also gives individuals access to the “Families Seeking” categories in the search menu. While still having the ability to search for Care Jobs on the site, members can also view and contact the families that do not have a job posted. Lastly, the Premium Membership also includes a Free Background Check which remains valid on an individuals profile for a full year.

Member's are given the option to upgrade to a Premium Subscription to take advantage of the extra marketing benefits, but it is not required to search and apply for jobs on the site.  I encourage Ms. ******* to reach out to us directly with an questions regarding her membership.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past couple of months I have had a profile on www.care.com for my business. I own an in-home daycare and have chosen care.com as a way to advertise. On February 6 I updated my profile on care.com changing the status that indicates whether or not I am a licensed provider from "no" to "yes". Upon searching my profile to see what it would look like to potential clients I realized this had not updated. I contact care.com via phone to address the issue. They could not figure out why this was happening and submitted a ticket to IT. A couple of days later I called again as I had not heard anything from care.com, and my profile was still not updated and they told me that there was nothing they could do on their end except to wait for IT to fix it. Now, over a week later I still have not heard anything, my profile still isnt updated and I cannot help but believe that I am losing major amounts of business because I am not being advertised truthfully. I am a licensed provider this is a huge factor when people are deciding who to chose for care.

Desired Settlement: I would like to cancel my care.com membership and be refunded in the full amount for services paid. I no longer wish to advertise with them. I would also like a written apology acknowledging the mistake on behalf of care.com

Business Response: I would like to apologize for the frustration that Ms. ******** is experiencing with her Care.com Membership and the technical issue regarding her license information being displayed on her profile.  When Ms. ********, contacted us a ticket was immediately filed with our technical team on her behalf and they are actively working on resolving the issue as soon as possible.  Our member care team has reached out to her with the current status of the issue and will let her know as soon as it is resolved.  A partial refund was issued on Ms. ********'s subscription as a courtesy.  Below is a copy of the transaction history for her convenience.  

******************    03/04/2015 12:37:04     CREDIT  ********    ($12.00)  Approved

Additionally, I have submitted Ms. ********'s feedback regarding her frustration regarding the technical issue with her account to the appropriate department on her behalf.

3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to contact care.com via email for a refund on their premium subscription. I had only used the site for a day and found that I was hired for another job. I wanted to terminate my subscription and I get my refund because I didn't really use the site for something I could've done with the free basic subscription. I'm not interested in using the site any longer therefore I won't take advantage of those "premium benefits." Once I had sent the email, there was no copy of the message in my inbox, but I did receive a reply. A reply that was identical to the one that I had received when I chose to cancel the subscription, It was completely unsatisfying and didn't even address a refund in any way. I decided I needed to call customer service to speak to a representative to atleast let me know why I could or couldn't get a refund. The customer service number is not listed on the site I had to visit secondary sites to gain access to the phone number. I called their toll free number, and after clicking through the options on the menu items, none addressed a refund or anything. There was no way to get in contact with a live representative, I looked through all the menu items and none connected me to anyone, it was just a recorded voice reading the same FAQ from the site. I found a secondary site that stated a new number that allowed me to contact care.com directly. I called and the only options were to contact a party extension, a transfer to the customer service toll free that I had called previously, or to leave a message. I tried to leave a message, but their inbox was full and the call was terminated. Then I tried random last names to see if I could contact someone who worked there and after finding out a last name that connected me, the call ended once again. I tried the same extension and there was a message saying that I couldn't leave a message for them. I tried again and it disconnected the call. I've tried to speak to a customer service representative through all the means possible.

Desired Settlement: I would like a refund and for my account to be terminated immediately. I would like them to fix this customer service issue for future customers.

Business Response: I apologize for the frustration Ms. ****** has experienced in cancelling her membership and reaching a phone representative with Care.com.  Below is a copy of our Refund policy located in Section 8 of our Terms of Use.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 (i.e., 1 month, 3 month, or 6 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.  We have refunded back the subscription charge minus the charge for the Preliminary Background Check that Ms. ****** ran and had posted on her profile as a courtesy to Ms. ******.  Additionally, I have downgraded her to the free basic subscription and her credit card will no longer be billed.  Below is a copy of the transaction history for her convenience.  She can close out her account at any time located in her Account and Settings under Membership Information.******************     03/13/2015 12:10:39     CREDIT     ********     ($51.00)     Approved Our phone support is available at ###-###-####, Monday through Friday from 10am - 6pm EST.  We are currently working on a project to improve the phone support system when a member calls in to speak with a representative.  I have personally submitted Ms. ******'s feedback to the appropriate department on her behalf. 

Consumer Response: 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. I would like to know when the refund in the amount of $51 will be posted to my account.  Regards, ******** ******

3/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a mom, a mommy-blogger, and a former client of care.com. My user email with care.com for reference purposes is: ***@********************. I used care.com this past Sept-Oct to find a sitter. I was unsuccessful. On October 22, 2014, a Wednesday, I cancelled my account. There were several ads and prompts to try to downgrade to a more limited user-ship but I continued through the lengthy, verbose cancellation process and ultimately reached a screen that said I had successfully downgraded to a non-user. For the past four months, (02.23, 01.22, 12.22, and 11.22), my debit card ending in 2346 has been debited for $41.73. They continue to charge my card without authorization. I have tried to correct the matter in various ways but have not received any response. They have no phone number listed on their site. Trying to contact them via their site is impossible but I did my homework. I have left various messages at the ###-###-#### phone number. There is NO WAY of reaching a person. I have tried. The phone either disconnects you or reroutes you to a catch-all voicemail. I then tried reaching them via their local business number in *******, MA. I called ###-###-####...no humans there either. I even tried to reach ****** ******** (their BBB contact) via their employee directory. It doesn't work!!! I want a refund of $166.92 as I cancelled my membership last year! I have called, messaged, emailed. I am wasting time on this. I never used their site since then and THIS IS THEFT! If I don't receive the refund, I will continue to take this to the Dept. of Consumer Affairs, file a complaint with the town ordinance in *******, MA and publish a factually accurate, buyer-beware of what has happened as a mommy-blogger. I am certain I am not the only person that this has happened to. It is my hope that thru the BBB, this will be my last step to resolving the matter amicably and promptly!

Desired Settlement: A refund of $166.92 for the funds charged since the account was FULLY cancelled.

Business Response: I would like to apologize for the frustration Ms. ****** has experienced with her Care.com membership and reaching our Member Care Team.  Our customer support information can be obtained under our Help Section through the Contact Us Now option for our Members.  As well as our phone support which is open Monday through Friday from 10am - 6pm EST, we offer 24/7 Email support as well.  As we are always looking for ways to improve our the experience for our members, I have personally submitted Ms. ******'s feedback regarding the issues experienced when calling our main customer support number to the appropriate department.  Additionally, we are working on updating our phone system so that members can get through to a live representative as efficiently as possible.  We have refunded back Ms. ******s renewal charges as a courtesy to her.  Below is a copy of the transaction history for her convenience.  

******************     03/06/2015 01:30:05     CREDIT     ********    ($41.73)     Approved
******************     03/06/2015 01:29:26     CREDIT      ********    ($41.73)    Approved
******************     03/06/2015 01:29:20     CREDIT     ********    ($41.73)     Approved
******************     03/06/2015 01:29:14     CREDIT     ********    ($41.73)     Approved

I would encourage Ms. ****** to reach out to us directly with any additional questions regarding her membership.

3/17/2015 Problems with Product/Service | Complaint Details Unavailable
3/17/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My membership was cancelled for no reason.

Desired Settlement: Either explain exactly and precisely what I did wrong or reinstate my membership

Business Response: I apologize for Mr. ******'s frustration with her membership with Care.com and experience with the site. 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 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 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 Mr. ******'s 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.

3/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In an attempt to locate acceptable and proper care for our newborn, due to birth in June, I signed up for Care.com. In order to respond to applicants one is required to "upgrade" to a premium membership. As advertised publicly, one of the "features" of this membership includes background checks on potential candidates which was found to be very appealing. I proceeded to upgrade my account from basic to premium and paid the 3-month fee of 78. I agreed to the terms of use which did not "HIGHLIGHT" the fact that Care.com would not only run a background check and credit report on the candidate but run it on the member looking for candidates, NOR does care.com advertise this anywhere else. (and by highlight I do mean: [verb verb: highlight; 3rd person present: highlights; past tense: highlighted; past participle: highlighted; gerund or present participle: highlighting 1. pick out and emphasize.] ) Fast forward several weeks later I receive an email that my account has been suspended due to the results of my background check. Very confused, angry, and disappointed I contacted the phone number they provided in the email and it directed me to the company that ran it who then directed me to Care.com. Care.com representative proceeded to tell me that i agreed to a background check by signing up. I believe by law a verbal or written request to run a background check must be clearly stated and made known to the subject of the background check and not buried deep within "terms of agreements" (which i still cannot find). Regardless, I have wrongfully been made subject of a background check and credit check that I did not knowingly approve. I did not provide a social security number to run this check and I surely would not have even if asked. I believe Care.com uses falsified tactics to attract users and hides from marketing that they require all members to be subject to a background and credit check. Had i known that i would be subject to this i would never have paid to upgrade or even joined in the first place.

Desired Settlement: I require a full refund of the 78 dollars that I paid. I require a written apology from Care.com for using these tactics and disguising them from me. I require a letter be sent to all three credit boroughs requesting the credit inquiry be removed from my credit report.

Business Response: I would like to apologize for Mr. *****'s frustration with his Care.com membership. Care.com's Terms of Use are readily made available on our main web page. When a potential member begins the enrollment process a direct link to our Terms of Use and Privacy Policies are readily made available to them for review and it clearly states that by clicking the "Join Now" button you are agreeing to these terms. As a member the Terms of Use are also easily accessible to our members in the Help Section of their accounts.

Below is the direct link to our Terms of Use for Mr. *****'s convenience. Please refer to Section 2 - Eligibility and Section 4 - Background and Verification Checks.

http://www.care.com/terms-of-use-p1012.html


When Mr. *****'s account was suspended he was immediately refunded his premium subscription fee. Below is a copy of the refund transaction for his convenience.

****************** 03/04/2015 09:16:08 CREDIT ******** ($78.00) Approved

I would encourage Mr. ***** to reach out to us directly with any additional questions or concerns he may have regarding his membership with us.

3/14/2015 Billing/Collection Issues | Complaint Details Unavailable
3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I belong to care.com and pay an annual fee to be a member of their service. I believe I have been a member for a little over 4 years. In those 4 years, I have used their service quite a number of times. They have done background checks on me (which are always good) and other character checks which they require. I have never had a problem with them until last evening, I received a text on my telephone that they were discontinuing my membership with them. I emailed them right away and asked why they were cancelling my membership and no one answered me. I tried again today, and even called their phone number, but to no avail. I want to know why they have discontinued my membership. I have always done the preferred background checks,etc. Care.com has put an aspersion on my character by telling other members that they have discontinued my membership. I feel now that I have lost my good standing in this communtiy, and I do feel violated because there was nothing done by me or anyone else that would give them the right to do this.

Desired Settlement: I want a written apology, a reinstatement, a refund due to the fact that they have maligned my character, and a very good reason as to why this was done. I am also contacting the ************* ******** *******. Thank you.

Business Response: I apologize for Ms. ******** frustration with her membership with Care.com. I do apologize for Ms. ******** experience with the site. 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 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 Ms. ******** concern.5. Termination of RegistrationIn 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.When Ms. ******** account was closed a refund was issued on her subscription charge.  Below is a copy of the transaction history for her convenience.  ******************     03/07/2015 08:13:27     CREDIT   ********     ($64.09)   Approved

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.  [This Internet site has maligned my good This Internet company has misaligned my good character, and I will not accept their explanation as to why they cannot tell me.  If I had done something wrong or unethical, I would not pursue this matter.  Please contact them back and ask for the following information:  I want the name, address and phone number of the current CEO of the company.  I am also writing to the congressman assigned to that area, and am in touch with the local newspaper.  Please have them send me the above information.  Thank you for your help. If you are rejecting the business's response please enter your rejection comments here.] Regards, ******* ******    

Business Response: Again, I apologize for Ms. ******** frustration with her membership with Care.com.  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 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 provides the exact information pertaining to Ms. ******** concern.  As we are always looking for ways to improve the customer service experience for members on our site, I have submitted Ms. ******** feedback regarding this policy to the appropriate department on her behalf.

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. Care.com has damaged my good character, and I have every right to take it to the next step.  I want the name, address and phone number of the CEO of care.com.  As I  have stated before, I will not let this matter rest, until I get an intelligent response.  I am not interested in communicating with this level of personell any longer.  The reason for this is every time someone responds it is a new person, so apparently these are "boilerplate" responses.  I expect to receive the information I am asking for, and please no more "canned" statements.  Thank you ******** ******    

3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They advertised our business as being a ********* Day Care. We are a treat baking company. Also they have our home address listed in this posting. I am requesting that Care.com remove this.

Desired Settlement: Care.com needs to fact check their information before posting. Requesting an apology from them.

Business Response: I would like to apologize for  Mr. ********'s frustration with the free business listing of his company, Tanker Tots, LLC on the Care.com website as a day care center.  Care.com posts free business listings to our site which are obtained through the internet and public records.  We have immediately removed the listing from our website and apologize to Mr. ******** for the inconvenience.  I encourage Mr. ******** to reach out directly to us with any additional questions at careteam@care.com or ###-###-####.

3/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: my wife and I have repeatedly asked care.com to stop charging our account and to cancel our account. we have been promised on more than one occasion that they will stop. but they never do

Desired Settlement: at this point I don't even want a refund although we are entitled to one. just stop billing us and leave us alone.

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.When Mr. ******* contacted Care.com on 2/27/2015, a representative obliged his cancellation request and an exception was made by our billing team granting multiple charges as a good faith effort to appease his concerns.  An email with a copy of the transaction history was sent directly to Mr. ****** for his convenience.  The auto renewal feature is clearly explained at the time when Mr. ****** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Mr. ****** agreed to at the time of enrollment on the site.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.

3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told by customer service today that Care.com's “strict” refund policy is one of such that if a service is used, then no refund is granted. How can a customer know if a service doesn’t work until they TRY to use it? This type of structure is flawed in nature and is obviously a “catch-all, catch-22” discrepancy to confirm that customers will NEVER get refunded. This flawed discredit should be presented up front to customers that “no refunds will be permitted under any logical circumstances.” My second issue with the service is that I paid for background checks that I haven’t received. Care.com’s method of telling the customer the rules after they have paid for something, that is unusable, is definitely in affect again with the background checks. Customers are not told that the caregiver has to approve the review of their background check. I have requested 2 and neither have been granted for my review, so I would conclude that I haven’t used this service. And finally with the premium service sign up. I have attempted to contact 2 caregivers with no response. I can safely say that this service has failed as well. I was told by customer service that I would receive a call by a supervisor prior to 6pm eastern standard time on the date of my complaint. It is concerning that an impersonal email was sent instead, seemingly cut-and-pasted. My request is for someone to call me, so that I can personally discuss the matter of my problems with Care.com’s service and my request for a full refund on my account.

Desired Settlement: I am an extremely unsatisfied customer and I am asking for a refund of all of my money.

Business Response: I would like to apologize for the frustration that Ms. **** is experiencing with her membership and Premium Subscription with Care.com.  When Ms. **** had enrolled with the site, she had entered in her credit card information and selected a monthly membership at $39 which gave her access to premium features of the site, including messaging other members of the site, viewing contact information of members of the site, and viewing preliminary background checks on other members of the site. Additionally at the time of enrollment, Ms. **** purchased an enhanced background check package for $20 which would allow her to request unlimited Preferred Plus background checks on caregivers.  After Ms. **** had upgraded, she had sent out messages to members, viewed personal contact information and sent requests for enhanced background checks on the site, thus utilizing the premium features of the account. Care.com does not take liberties to opt members into a subscription that they did not choose for themselves. Unfortunately, because Ms. **** did choose to upgrade her account and then used the premium features of the account by sending out messages she would not be eligible for a refund on her account.Ms. ****'s account is set to downgrade at the end of her current billing period, and there will not be any further charges on the account going forward. We sincerely hope this helps, and wish Ms. **** and her family all the best in their search for care.

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.  I did attempt to contact 2 possible caregivers with no response. I also attempted to see their background checks with no replies. Both of my attempts to utilize care.com's services resulted in no service. The products and services market something that the company cannot guarantee or even give. Background checks are not given when paid for. They have to be approved by the caregiver and this is not outlined when paying for the service. I was immediately dissatisfied and knew that this company had failed what they promised to offer. I would like a refund of my money. Regards, ***** ****  

Business Response: We have worked directly with Ms. **** and have made an exception assisting her with her refunds as a courtesy.  Her feedback regarding the enrollment process has been submitted on her behalf.  We encourage her to reach out to us directly in the future with any additional questions regarding her membership.

Consumer Response: 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, ***** ****

3/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for "One Month Subscription" to care.com. I was looking for a babysitter to help out from time to time with my children. A one-month subscription, as it is called on the website, would appear to be just that, right? One month of the ability to search for a caregiver. No, evidently somewhere in fine grey print, it says that you will continue to pay the $39 "one month subscription" fee until you cancel (or, in my case, until you NOTICE it, since you are under the impression that you have made a one-off payment and won't be charged again).I have scoured the internet and found literally HUNDREDS of confused moms, who were startled to find a recurring charge on the credit card after signing up for a "one month subscription." This is simply WRONG. This is absolutely misleading and fraudulent. It needs to be entitled "Monthly subscription." They are preying on parents like me, who are already exhausted and possibly panicked, needing a sitter desperately and aren't thinking too much past the "One Month Subscription" title. They should not be allowed to get away with this.

Desired Settlement: I want my second month's $39 back. I expect not to be charged again in March.

Business Response: Please see attached PDF.Additionally, Ms ******* was in contact with our Member Care Team and was immediately issued a refund in accordance with our Refund Policy and her account was downgraded to the Free Basic Subscription at her request.  Below is a copy of the transaction history for her convenience. I would encourage Ms. ******* to reach out to us directly with any additional questions with her membership.****************** 02/25/2015 10:13:38 CREDIT ******** ($39.00) Approved

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went online to cancel my subscription with the Care.com service months in January after we had found a nanny on their website. I had thought I cancelled the service, and couldn't find a phone number anywhere on their site to call and confirm. When I checked my statement for February, I realized they are still billing me $37/month. Again, I believe I've cancelled my service and account completely, but I have no one to call as their is no phone number listed and their help section is completely useless. They need to make it easier for users to cancel -- I understand how subscription services work, and I also know how companies like to keep you locked in, committed, forgetting... racking up monthly bills. This is silly. Both my February and March (if March has been billed) subscription amounts should be reimbursed immediately.

Desired Settlement: As mentioned above, I would like to be reimbursed after the month of January. I hired the nanny in early December, but I do not know if I attempted to cancel before January started. I understand that in a subscription service you are billed for the entire month, even if you cancel within that month. I am looking for February and March to be credited back to my credit card and I'd like to ensure my account is completely disabled as I will never use this service again.

Business Response: I would like to apologize for the frustration experienced by Ms. ***** in cancelling her Premium Subscription and contacting our Member Care Team.  Our Customer Service information is located in the Help Section of a Member's Account under Contact Us Now.  We offer phone support at ###-###-####, Monday through Friday from 10am - 6pm EST and email support at careteam@care.com 7 days per week.  Additionally through this section a member can request that a member care representative call them.  As we are always working to improve the our member's experience, I have submitted Ms. *****'s feedback on her behalf regarding her experience with the Help Section to the appropriate departmentI do see that Ms. *****, subscription was renewed in February only.  We have refunded her last charge in accordance with our refund policy as a courtesy to her.  Additionally, her subscription has been cancelled and she will no longer be billed.   Below is a copy of the transaction history for her convenience.  ******************     03/03/2015 09:46:35     CREDIT     ********     ($37.00)     Approved I would encourage ms. ***** to reach out to us with any additional questions or for further assistance with her Care.com membership.

Consumer Response: 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. I still don't think that Care.com does a  good job of allowing its customers to contact them. They hide their email and phone number to reduce contacts and keep their costs low and subscriptions active. I don't personally believe this is sound business practice -- and I happen to be the CEO of a company, so I understand how the economics work.  Regards, **** *****

2/19/2015 Billing/Collection Issues
2/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have not used the services of this site in over a year. The agreement that I agreed to was for 1 year. Now I notice that my card is still being charged. I try to call to cancel and I am unable to reach anyone. I call my credit card company to have them stop the charges and they tell me that I first have to contact care.com. I finally log back in to the account to cancel. I get to the account cancellation section and it tells me that they will bill me one more time. I call the number that was provided to me by the credit card company, only to be referred to a 866 number that tells me to email the company. I sent an email, but I am very unhappy with such billing practices. This is absolutely unacceptable for a company to make it this difficult to discontinue payment on services that you are not using and did not sign up for.

Desired Settlement: I would like for care.com to not charge my credit card any further. I would also ask that they management of this company do the ethical thing and stop renewing contracts beyond what someone signs up for.

2/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 1 month subscription through care.com to find a sitter for afterschool for my two boys. Apparently i missed the very small print where even if you select 1 month (and not a 3, 6 or 12 month agreement) they will automatically bill you until you cancel. Their service is great, i loved the website, i felt safe interviewing the care providers, i'm not sure why a business that's great in the service they provide would need to trick people out of money. I am a single mom with two kids and had to borrow the first month i subscribed for. Honestly i found a sitter thru care.com and definitely would have used the service again when I needed it, however now I will not use it nor recommend such a business that intentionally makes it difficult to see/know that you will be billed again without your consent.

Desired Settlement: Change the way you have the sign up. Make it more noticeable, or make it so people who sign up for ONE month (like me) do not automatically renew. Obviously there is a reason we went with one month only, don't make us regret using your service. If you were a babysitter with your ridiculous trickery i would not hire you, i would give you a bad review and warn people. For a company that wants to promote honestly in their caregivers and make their clients (like me looking for a an honest individual) feel safe and confident in yourwebsite/caregiver, You should practice what you preach, as I know you require a lot from the caregivers to prove they are honest and dependable, shouldn't the website demanding that also be honest and dependable?? Also, I'd like my $39.00 back, that's almost 2 afterschool days of payment to my new babysitter and now i will have to borrow that from my parents. I am on a very tight budget and care.com you should be ashamed. I looked at all the other complaints on BBB and this billing thing is the most common complaint about your company, almost 300 to be exact. Time to fix this ongoing problem, don't make your customers regret using your services.

Business Response: Please see attached PDF.Additionally, we have refunded Ms. ******* last charge of $39.00, as a courtesy since she meets the criteria stated in our Refund Policy (Section 8) Her card will no longer be billed. Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for her convenience:****************** 02/06/2015 12:21:48 CREDIT ******** ($39.00) Approved We have downgraded Ms. ******* account to our Free Basic Membership, which allows her to continue to search for caregivers, post a job and receive responses without being charged. We encourage Ms. ******* to reach out to us directly with any further questions regarding her membership.

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sign up for Care.com as a babysitting seeking work during the winter break from school. I was on the website for the month of December 2014. Earlier this month I received a email of (what it seem like) a women seeking a babysitter for her 4 year old son. The person told me that they retrieve my contact information from Care.com. Care.com, solely advertise that their website is secured. However, the person who reached out to me was from a foreign country, in which, they scam babysitters into believing that there is a job offer. The person first ask a few preliminary questions and then tells you about her/his son. The person informed me that she was only traveling to the US for a few months for a business trip. Since my information about is on the website, the person proceeded to send me a fake check with no return address. The check was for 2,750.00 which is beyond excessive for any babysitting job. The fake check is from "****** ******** **********, INC. *** ***** ***** ***** ***********, MN **********." The person who happened to sign the check was the CEO himself, **** ******. I am assuming the person wanted me to cash the check in order to secure my bank information. As this situation continues, Care.com has been of NO help. They do not have a active or even known 1800 number. Care.com website does not give a 1800 or even a way to e-mail someone. Also the number that is on the BBB.org is not working or out of service. How is Care.com promoting babysitting for children and no one can even reach a person to talk too? This to me is simply BAD BUSINESS.

Desired Settlement: I would like Care.com to not only call me to resolve this issue but to have a real 1800 number so their consumers can call them with any issues. Also I would like Care.com find this person(s) and file suit against them. Moreover, Care.com A- ranking on BBB.org should be lowered. There has only been five hundred positive feedback and nearly three hundred negative feedback. Overall, the grade should be a C.

Business Response: I first would like to thank Ms. ******* for reaching out to us with her concerns regarding her  membership. We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process. Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks.Care.com checks provided information on it's members for criminal or other inappropriate activity. We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use.Our member's can reach our Member Care department through the Help Section in their account.  Our call center can be reached at **************, Monday through Friday from 10am - 6pm EST.  Additionally, we offer email support 24 hours per day, 7 days per week at careteam@care.com and also offer chat support for our members.  As we are always looking for ways to improve our customer service experience for our members, I have personally submitted Ms. *******'s feedback to the appropriate department on her behalf.  Ms. ******* has already reached out to our email and phone support regarding her concerns.  I would encourage Ms. ******* to reach out directly to us with any additional questions or concerns she may have with her membership.

2/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com made charges to my credit card without providing me invoices for the charges. I know their policy states the renewal of the subscription will continue automatically. That is understood, however, I never received invoices for the charges made in the "desired outcome" section below. If I would have received invoices (like I do with other companies that make charges to credit cards) the 6 months of charges that piled up when I was not using the service would not have happened. I have tried resolving this issue with the care.com customer service team but they keep directing me toward the renewal policy. To reiterate, my complaint is that I did not receive invoices for the charges they made on my credit card.

Desired Settlement: I would like the credit card charges refunded for the 6 months of charges received WITHOUT invoices in the amount of $234.00. NOTE: Charges I did authorize AND that I received an invoice for include (these charges were made to my account and are ok with me because I did receive invoices): $25.35 for the initial membership = ok $59.00 for a background check = ok $39.00 for the last month which was refunded to me = ok

Business Response: Please see attached PDF. Additionally, Care.com does not currently send out invoices to members regarding subscription renewals. We are always looking for ways to  improve the experience for our members and I have submitted Mr. *********'s feedback on his behalf to the appropriate department.

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.  Hello, I have enclosed an example of an invoice I received from the *** ******** School District. It is an example of an auto-pay system that lets the customer know that they are being charged. In this way the charge to the credit card is easily recognized by the customer. I received an initial invoice for your services (see enclosed document) but did not receive invoices for the charges after that. There are hundreds of complaints on the Better Business Bureau web site and complaints across the internet regarding Care.com's billing practices. That means that maybe thousands of customers are having a negative experience with your company. As a company that is not purposefully stealing money from your customers you need to change your practice. I would happily use your service again if you would refund the $240.00 that was charged to my account. You can simply apply the refund directly to the credit card of mine you were charging.  Regards,***** *********  

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.  When Mr. ********* contacted Care.com on 12/19/2014, a representative immediately obliged his cancellation request and a refund was granted for the current billing cycle that he was cancelling as a good faith effort to appease his concerns.  As provided in our previous response the renewal feature was clearly explained at the time when Mr. ********* upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Mr. ********* agreed to at the time of enrollment on the site.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.Care.com strives to provide the best customer service for our members.  Although we do not currently provide monthly billing statements to our member on subscription renewals I have personally submitted Mr. *********’s  feedback to the appropriate department on his behalf.

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a member of care.com for several years. Background checks have been done three times on me. This last time, around October 2014, I was sent a message and referred to another company because an arrest was found on my background check and, my care.com account was suspended. I called the number given at that time twice and left messages. No ONE returned my calls and there was no way for me to talk to or email anyone at care.com to let them know this. Now, I received an email stating my account has been closed because I never responded. Well, leaving two messages and THEM NOT RETURNING MY CALLS IS NOT MY FAULT!!! They are complete idiots!

Desired Settlement: I want my account restored and my name cleared. The property I destroyed at my sister in law's house was MY OWN PROPERTY!!! Not hers. She had me arrested because I was storing my stuff there and she was trying to take it for herself! Everything was dropped when I went to court.

Business Response: I do apologize for Ms. *******'s experience with the site. Unfortunately the decision to close her account can not be reversed. Any time a criminal case appears on the results of a Verification Check or Background Check we are forced to put the account under suspension.  Regardless of the date or outcome of the case if it still appears on the member's record as a criminal charge and according to Section 2 of our Terms of Use it disqualifies the member from using our service.  When Ms. *******'s account was put under suspension, she was provided 90 days to dispute the charges or get the case removed providing us with the required documentation .  If the member takes no action on their account within a 90 day time frame, the account is then closed and the member would no longer be eligible to re enroll with the site. Ms. *******  was notified  on 11/30/2014, that her account was put under suspension.  On 2/1/2015, her account was closed and she was notified that she was no longer eligible to be a member of the site. As was previously communicated with Ms. *******, she is not eligible to be a member of Care.com and we will not be able to re-instate her membership. This is a very strict Care.com policy that cannot be overturned. Should Ms. ******* have any further questions, I would refer her to the Care.com Terms of Use for more information.

2/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On the afternoon of January 20th I paid 17.51 to Care.com for a premium membership. This morning, February 9th, after being a member since June 2009, I received an email stating that I was removed from the site. This email didn't give a reason, and nothing in recent memory would appear to lend itself to this result. I had a well honed biography, recorded references, and a background check. The only communication I had had from other members in the last week was someone trying to arrange an interview with me (*****). The only other communication I had had with Care.com staff in the last week was about response stats and some ideas I had for the site (*****). No effort was made to contact me. No effort was made to resolve the problem in any other fashion.

Desired Settlement: I would like my account reinstated with the rest of my premium subscription. Alternatively I would like the 17.51 refunded, an explanation for the termination, and a chance to resolve whatever the matter is. They are welcome to email or call me, but email is always preferred.

Business Response: I apologize for Mr. ************ frustration with his membership with Care.com and experience with the site. 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 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 she has any further questions or concerns, I would encourage him to refer to our Terms of Use. Section 5, which I have included below, provides the exact information pertaining to Mr. ************ concern.5. Termination of RegistrationIn 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: 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 # ********. I find it baffling that this could be considered by any company, especially one accredited by an organization as esteemed as the Better Business Bureau, a valid response to a complaint like mine.  They’ve delisted me, and thereby denied me access to my livelihood in the only way my disability allows, and refuse to give a reason, or afford me a chance to challenge or correct said reason.  Whether they are within their legal right or not, and I wonder about it, the result is a clear form of system discrimination if not outright malice. I cannot imagine the Better Business Bureau sanctioning this behavior. They declare, almost with pride it would seem, that they are not answerable to their customers.  That they have no review or appeal.  Further they have, it would appear, no understanding of the power they wield in communities they dominate, or any care for the pain they can and do inflict on innocent, harmless, good people with their actions or indifference.  To add insult to injury, they're keeping the money for the undelivered service. I have no way of knowing whether their reason is substantiated, and while they have the advantage of knowing said reason, nor do they know.  Even their message logs can be out of context given that many will email, call, and text in addition to still sending messages on Care.com.  Even so, I find it incomprehensible they would put someone to the cold over a small matter.  So I must assume that the matter is quite large, and wholly unsubstantiated.  A mistake they won’t admit to, or correct.Given the writer’s mention of the closing being irreversible, I call into question the writer’s honesty, or at least knowledge, as the Better Business Bureau has logs of Care.com reversing account closings before.  Logs I read before filing the complaint.  I would challenge the writer of this response to speak with his or her superior about the matter, and leave it to that superior to write the next response.  I would beg that superior to arrange to speak with me personally on a phone as it’s too easy to detach yourself from text.  It’s too easy to see the person as a number, or some imaginary beast, rather than a human being that they’re hurting.  I would offer my references as well, many who are former Care.com care-seekers.  They would speak very well of me.If Care.com is interested in doing right rather than what is simply expedient, what I ask is not too much. Regards, ****** **********  

Business Response: Again, I do apologize for Mr. **********' s frustration with his membership with Care.com and the the polices stated in our Terms of Use. 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 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 or concerns, I would encourage him to refer to our Terms of Use. Section 5.  We value the input regarding our policies.  As such, I have submitted Mr. **********' s feedback regarding this policy directly to the appropriate department on his behalf.

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.Care.com appears to be treating this manner as a minor inconvenience.  As a point of mere frustration.  This isn’t the case at all.  This threatens to make me homeless, and it would be nice if they treated the matter with the same gravity.  I’m not sure what I’ve done to warrant being curbed.  It seems I have burped in polite company and the reaction has been for the host to declare it time to sever my head from my body like a monarchy of old.  I apologize for anything I may have done, or am believed to have done, or to anyone who has ever been offended by me, whether I consider that offense true or not, but alongside that apology I would ask if the response meets the crime.  I’m not sure Care.com understands the power they wield here.  Let me cast a light. I have Generalized Anxiety Disorder.  You may imagine I’m anxious all the time, but that isn’t what it is.  According to a medical lecture I attended Tuesday, we’re ten times more likely to be a victim of bullying, or a misinterpretation of some sort.  Many of us lack the detectors that afford other people the opportunity escape bad situations.  The general bad feeling, like understanding when a conversation has ended.  It also means I cannot go through a nanny agency.  I have a car, working legs and so on, but the idea of being poked, prodded and questioned in person by someone who isn’t a prospective employer, without being surrounded by the trappings of childhood and this wonderful work, terrifies me.  I am unable to simply push ahead.  It can’t be done.  It’s as if the option doesn’t exist.  There are plenty of doctors who would confirm this.  So I’m left to only online options. There is **********, ***** ******, and so forth.  There is, dare I say it, **********.  I got my start there, but it’s really gone downhill since ’05.  Not that I ever felt comfortable on **********.  At the end of the day there is effectively only one name in online childcare for my area and that name is Care.com.  I recall my last search on Care.com came back with over 1,000 results.  A search on ***** ****** yesterday came back with just over 30.  ********** has over 100, but a large number are repeat listings.  Like a dozen the same day from the same person with identical text.  It begs the question, “How?”I want Care.com to understand that I have no other option.  That this isn’t an inconvenience that means I must find another way to a job.  It isn’t a lesson for what may be an imagined slight.  It is shutting me out of the work entirely unless my former employers can prevail upon their friends and acquaintances, or develop a need on their own.  The work that has defined me, that is my identity.  If I offended anyone, please let it be known I’m not an online jerk.  I am a hospital volunteer that shows up at the Easter celebration and provides a large box of sidewalk chalk for children to use while waiting to hunt, and then refuses when the hospital offers to reimburse.  I have on the very desk I’m typing this on 11 boxes of chocolate wrapped and ready to be dropped off to 11 children on Saturday.  Three for my adorable cousins and eight for children I used to nanny for, or still babysit.  Those eight children represent four Care.com families/members. I spent half this week and last week driving my grandmother to banks, a lawyer, the social security administration, various stores, etc. because she broke her arm, can’t drive as a result, and with my step grandfather having recently passed (2014-11-17), there is a lot to get done.  She offered gas money, but I’m not the type to take it.  This past weekend I went to a swim meet my eldest former charge of the last family I cared for long-term was competing in, and played with her 5-year-old boy-girl twin siblings.  I wasn’t paid.  The position with that family ended in 2013.  But I adore the children and stay in contact.  It certainly wasn’t the first meet I’ve been to, and it certainly won’t be the last.  I can provide phone numbers to prove all of the above. It is the livelihood of that person Care.com is discarding.  However well it may fit policy, is that what they want to do?  However annoying I may have been to someone (I assume it’s possible), isn’t discarding my livelihood the least bit disproportionate?  And if it’s something I can’t possibly imagine, why won’t they say?  Why does Care.com show no interest in confirming the facts of the situation?  And why do they keep saying it is irreversible as if it were a technical impossibility?  Care.com I’ll promise you this, reinstate my account and I won’t make anymore noise.  I will turn the other cheek.  Even if someone does an outright assault on my person, I won’t respond.  I’ll take the hit on the response stats.  I won’t try to educate anymore.  I won’t try to defend anymore.  I won’t push for any greater goods anymore.  I won’t report bad behavior like parents offering slave wages.  I will only pursue work in as polite a fashion as I can manage, and never say an ill word against Care.com.  I promise you.  I swear to you before God and everything I hold true.  Please, let me still be a nanny and please, recognize that is a power you hold and one you are exercising now.  You are, as I’ve described above, my only real option.  And if this oath does not fit whatever the reason is, please let me know what it is.   I would ask, wouldn’t you want to at least know what made you homeless?  That is what I face.  Make no mistake about it.   Regards, ****** **********    

2/14/2015 Billing/Collection Issues | Complaint Details Unavailable
2/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a monthly subscription service in August 2014, and then attempted to cancel the same in September 2014. My subscription was not cancelled, and Care.com charged me $39.00 per month for October, November, December, and January. They ultimately refunded me for January (the month I noticed the unauthorized charge), but refused to refund me for October, November, or December. I explained that I had attempted to cancel in September, and that they could see I had not used the service since September 2014. However, I was told "tough luck," our policy only allows a refund for the same month of payment for subscription services. I indicated that policy would make since, provided an exception for instances where, as here, the interim charges occurred after a person attempted to cancel the service. Ultimately, the sales rep I was speaking with hung up on me.

Desired Settlement: Repayment of the $117.00 of unauthorized charges.

Business Response: Please see attached PDF

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.  The response is a gross mis-characterization of my complaint.  My complaint is that notwithstanding my attempt to cancel the subscription at the end of September,the last time the service was used, I was charged in October, November, and December.  This is not an instance of not understanding the need to cancel, as mis-characterized in their response, this is an instance where I attempted to timely cancel, something occurred which prevented effective cancellation, and I was charged without authorization.  The disclosure does not allow care.com to charge a "monthly" subscription fee after someone attempts to cancel the subscription.  The failed cancellation may have been human error, an error in their program, or a bad internet connection, it is pure conjecture to try and guess at this point.  But the use of service supports my intent and attempt to cancel the subscription at the end of September 2014. Regards, ****** *******  

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.When Mr. ******* contacted Care.com on 1/23/2015, a representative immediately obliged his cancellation request and a refund was granted for the current billing cycle that he was cancelling as a good faith effort to appease his concerns.  No previous requests were made with a representative prior to that date and there were no reported technical issues with the website regarding subscription cancellations.  As provided in our previous response the renewal feature was clearly explained at the time when Mr. ******* upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Mr. ******* agreed to at the time of enrollment on the site.  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.

2/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The website clearly baits you with the $10 per month stated price then bills your card for six months. The mobile website indicates an Asterix next to the pricing with no coinciding description offered. Once you set up your profile they consider it used and will then not give refund. We realized the scam the within 24 hours and have read all the horror stories of others encounters. We sent an email wishing to cancel but we're told sorry no refunds. Our next step is to join one of several class Acton lawsuits that are on going.

Desired Settlement: We would like to be refunded fifty dollars of the sixty that was paid. The stated price of one month of service was ten dollars. We would also like a guarantee that our card will no longer be charged in the future. Anything less will be unacceptable. I do not take kindly to someone stealing my money!

Business Response: I would like to apologize for the frustration Ms. ******** has had with upgrading her subscription with Care.com through our Mobile Application.  The price of $10 per month is a break down of what it would cost for a 6 month Premium Subscription which bills with a one time charge upon upgrading.  We have refunded back Ms. ********'s charge and downgraded her to our Free Basic Subscription as a courtesy to her.  Below is a copy of the transaction history for her convenience.  ******************    02/03/2015 02:33:49     CREDIT  ********  ($60.00)    Approved As we are always looking for ways to improve the site and experience for our members, I have submitted Ms. ********'s feedback to the appropriate department on her behalf.  I would encourage Ms. ******** to reach out to us with any additional questions regarding her membership.

2/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for 1 month of service with Care.com for $39.00. In the fine print they automatically enroll you in a recurring $39.00 monthly charge. Much to my chagrin (and after terrible experiences with the sitters I found on their website) I discovered that I had been charged for 6 months worth of services. I called and asked them to review my account and see that I had not used the service in 5 months and to please refund me because I felt it was incredibly unclear that they automatically enroll you in an auto-renewal. They would not refund me and told me that they had to review the account and would get back to me. I have not received a call back. Charges continue to appear on my credit card. I had to change the credit card number and open a dispute with my bank. On another note - one of their "background certified" sitters gave my two year old a rug burn by pulling her across the carpet, and another one left my children playing alone down the street with a neighbor I hardly knew.

Desired Settlement: I would like to be refunded for all months except the first month for $39.00 in which I actually desired to use their service.

Business Response: See attached PDF. I would like to apologize for any negative experience Ms. ***** had with another member hired from the site.  Ms. ***** has been in contact with us directly regarding her concerns and we have reported them directly to our Safety Team on her behalf to determine appropriate action.

2/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When using the Care.com site on mobel I was reading up on the different background checks the first tier "preliminary" is free they also offer the "preferred" and "preferred plus" background checks. While reading a popup window displayed, it was very small and impossible to enlarge. The bottom of the pop-up window had a button titled get a background check, I clicked it thinking I would get a clear chance to select which check I wanted. Instead it automatically selected the "preferred" plan for $63.96. I immediatly relized what happened and sent an email to care.com customer service requesting to cancel. I received an email back stating a supervisor would have to evaluate my request. A day later I received an email stating that if the nanny prospect agreed to the check I would be charged no matter what. I have gone back and forth with them for 6 days and they persist in charging me for a service I do not want and have not received. The order was mistakenly placed on 01/23 immediately attempted to cancel it and was told no, then I was actually charged on 01/26/15 the background check was made available to me on 01/28 I have not accepted it. The last time I inquired I was told I had no option but to go through my bank and dispute the charges. It is ridiculous that a business cannot either a) Not charge an account when give two days notice or b) Refund an amount erroneously charged to a clients account.

Desired Settlement: Please refund the amount immediately.

Business Response: I would like to apologize for the frustration with the Preferred+ Background that was purchased on another member.  Once the the caregiver has accepted this request and submitted the information to be run with the outside agency that runs the check we are unable to cancel it.  Although it clearly states in our Terms of Use that the charge is non-refundable, we have refunded back the charge of the check.  Below is a copy of the transaction history for Mr. *****'s convenience.  I would encourage Mr. ***** to reach out to us directly with an additional questions with his membership.  Additionally, I have submitted Mr. *****'s feedback directly to our Mobile Development Team on his behalf as we are always looking for ways to improve the experience for our members.******************     02/03/2015 03:56:59     CREDIT     ********     ($63.96)      Approved

2/11/2015 Billing/Collection Issues | Complaint Details Unavailable
2/9/2015 Billing/Collection Issues | Complaint Details Unavailable
2/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled last month after no longer needing the services. I 'downgraded' my membership to the free service. I tried to navigate their site for a phone number which took about a half hour. They only show a number on the very last page after going through all of their FAQs. I tried calling them only to speak to pre-recorded messages the entire time. I just simply want a refund of the $50 that was charged when I canceled my service already. I was going to come back should anything have happened with the babysitter I chose but if the company should continue to charge me after I canceled my membership and lack customer service then I will ensure that I will never come back or recommend this service to anyone, as well as prevent this from happening to other parents.

Desired Settlement: Refund of $50 and erasing my card information from the system entirely.

Business Response: I would like to apologize for the frustration and any confusion Ms. **** experienced when downgrading her subscription.  From our records Ms. **** did go through the process of downgrading and signed up for a special plan at that time which offered a substantial discount on a Premium plan.  Our Email Member Care Support team immediately responded to her request for a refund on the account.  Ms. **** was eligible for a refund in accordance with our refund policy and the $50 charge was refunded and her subscription was cancelled immediately.  Below is a copy of her transaction history for her records.******************    01/24/2015 12:28:09     CREDIT   ********     ($50.00)     Approved Additionally, I would like to apologize for any issues she encountered in contacting our Member Care team by phone.  We are always looking for ways to improve or systems for our members. and are in the process of updating our phone system to provide a better experience for our members.  I have submitted her feedback regarding our current phone support system to the appropriate team on her behalf.

2/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription twice and this is the second time Care.com has charged my bank card for services without my permission. I do not use their website anymore, and I will not in the future. I had the cancellation confirmed and a refund issued last time (5+ months ago), so I do not understand how I would be charged again - especially since I have not visited their site since then.

Desired Settlement: I want a full refund, for them to stop charging me $42.39 randomly, and for them to permanently delete my billing information and debit card information.

Business Response: I apologize for the frustration and confusion Ms. ********** has experienced with her membership with Care.com.  From our records it appears that Ms. ********** had two different accounts open with us under the following email addresses  - ***************@gmail.com and *****************@gmail.com.  She did reach out to both our email support and phone support teams regarding her charges.  She was immediately issued a refund in both accounts as she was eligible for a refund in accordance with our refund policy and immediate cancellations were issued on her subscriptions. I would encourage Ms. ********** to reach out to us directly with any further questions she may have with her membership.  Below is a copy of her transaction history in both accounts for her convenience.******************    10/25/2014 03:05:29     CREDIT  ********    ($42.16)    Approved ******************    01/27/2015 11:08:00     CREDIT  ********     ($42.39)    Approved

2/4/2015 Billing/Collection Issues | Complaint Details Unavailable
2/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When signing up for a membership on the mobile website, the company requires you to choose a pre-paid background check in order to proceed with membership confirmation. When I realized the charge in December, I completed a survey emailed to me and explained the situation and received no response. This month I called to ask for a refund, and they stated they could not because it was "pre-paid." On the mobile site after confirming membership, it went to a page with "Choose one of the following 3 options" with no prices listed or no credit card authorization.

Desired Settlement: All I want is my $79 refunded me for a pre-paid background check which was unclear on the website and I was misled and misinformed into purchasing without my authorization.

Business Response: We apologize for Mr, *********'s confusion with the pre-paid background check option on our site. We offer our members the option to purchase an enhanced background check credit at the time of upgrading to the Premium Subscription. Many members like to have the credit on file when searching for a caregiver because they know that they can utilize it at any time in their hiring process. Although it is stated that the pre-paid credit is non-refundable at the time of purchase, in this circumstance we will make a one time exception on our refund policy. We have refunded back $79.00, to Mr. *********'s account. The refund although processed may take 3-5 business days to be reflected on her bank statement. Below is a copy of the transaction history for her records. Additionally we noticed that Mr. *********'s account was set to renew on 2/28/2015, we have set the subscription to downgrade to the Free Basic Subscription on that date so that it will not renew for another 3 months. If he does want his subscription to renew, he can cancel that in his Account and Settings or can contact us directly. ******************     01/23/2015 01:14:13     CREDIT      ********     ($79.00)     Approved

1/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last January I signed up for what I thought, was a one month subscription to Care.com's website. I needed to find a caregiver for my kids as I was going back to work the following month. Upon reviewing my credit card statement this month, I realized that for the past year, I've been getting charged the monthly fee. I signed up for one month of use, not a year membership. Agreeing to a one time monthly fee of $35 is not the same as agreeing to paying a yearly fee of $420. I think it's a very misleading business practice to advertise a one month subscription for $35 and then put in the fine print down below, that you have to search for, that they have the right to charge you that monthly fee consecutively until you cancel. I only signed up for one month for a reason! I feel taken advatage of. They put that wording in their purposely to mislead people so they can profit off that and it shouldn't be allowed or tolerated.

Desired Settlement: I would like the money refunded to my credit card that I was charged for without my informed consent. I would like them to update their website, making it easier for other customers to note their policy. Some companies use an asterick to point out the fine print of how they charge credit cards for example.

Business Response: Please see attached PDF.

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.  I find this horrible business practice and I think Care.com is exploiting members. If I wanted to be billed month after month for a membership, don't you think I (along with everyone else in my same position) would have chosen the 12 month option for a cheaper rate? You should not put in your fine print that you can automatically renew a one month subscription for an indefinite amount of time. I would be very curious how much money you have made off people like me, unfairly. I am very displeased. This is intentionally deceitful and should be reviewed by some higher power! I would like the money I have yet to be refunded for months of service I never used returned and I would like you to review your policies and update them to what should be correct! I can understand a 3 month or a 12 month subscription renewing automatically (so long as it is clearly stated) but a month subscription and at the highest rate you charge? No. 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.As provided in our previous response the renewal feature was clearly explained at the time when Ms. ****** upgraded to a Premium Subscription.  This feature is alsoclearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ****** agreed to at the time of enrollment on the site.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 don't consider this a satisfactory response but I'm done wasting my energy on an unethically practicing company that has no intentions of honestly earning their money. I will be sure all my friends, family, and even distant acquaintances know to avoid this website. As consumers, we have the right to choose companies that do right by us and your company is not the only one out there providing your service! I am very disappointed but done with this!

1/27/2015 Billing/Collection Issues | Complaint Details Unavailable
1/27/2015 Billing/Collection Issues | Complaint Details Unavailable
1/26/2015 Billing/Collection Issues | Complaint Details Unavailable
1/26/2015 Billing/Collection Issues | Complaint Details Unavailable
1/25/2015 Billing/Collection Issues | Complaint Details Unavailable
1/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up an account on Care.Com for house cleaning jobs. I got an email saying I put it in the wrong place and my account wasn't approved because it was in the place looking for a house cleaner. So they said I had to close that account and go under the looking for cleaning jobs. I've heard nothing but bad things so I didn't want another account. I have been trying to contact them by phone to tell them what happened but you can not talk to a person. They have already gotton my 39.00 out of my bank account and I don't have an account with them because they never approved it. I want my money back and for them not to automatic keep taking it out of my bank account.

Desired Settlement: I want my 39.00 back since I never had an account with them and to make sure they cancel everything so I don't get charged monthly.

Business Response: I would like to apologize for the confusion Ms. ******* had with her membership with Care.com and her frustration in contacting us regarding a refund on her membership.  Our Member Care Call Center number is ************ and is open 10am - 6pm EST to assist our members.  Additionally we offer 24/7 email support as well.  As we are always looking for ways to improve the experience for our members, I have personally submitted her feedback regarding the issues she had with our phone support to the appropriate department on her behalf.I was able to locate the account that Ms. ******* closed and have issue a refund on the subscription charge for her.  That refund although processed may take 3 - 5 business days to be reflected on her statement.  Additionally her credit card will no longer be billed.  Below is a copy of Ms. *******'s transaction history for her convenience.  I would encourage Ms. ******* to reach out directly to us with any additional questions with her membership.******************     01/23/2015 02:20:56     CREDIT     *******     ($39.00)      Approved

Consumer Response:  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, **** *******

1/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to cancel this account numerous times. You cannot reach them by phone, and they do not call back. There 800 number is a scam, it hangs up on you. Then when you go to there website, they make it impossible to cancel or even find how to? I was satisfied with the site, until i tried to cancel.

Desired Settlement: I want the last charge refunded, I have not used this site for months. $84.44

Business Response: I apologize for the frustration that Mr. ***** had in cancelling his subscription with us. The information is made readily available to our members through our comprehensive FAQ section.  I do see that he was able to contact our Member Care email support team and that his account was downgraded to our Free Basic Subscription and that his last subscription charge was immediately refunded per policy.  I encourage Mr. ***** to reach out to us with any further question regarding his membership.

I would also like to apologize for his frustration with contacting our phone support.  Our Call Center is open Monday through Friday from 10am - 6pm EST in addition to our 24/7 email support.  As we are always looking to improve on customer service for our members, I have submitted Mr. *****'s feedback regarding the issues he had in contacting us to the appropriate department on his behalf.

Consumer Response: 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,

***** *****

1/20/2015 Billing/Collection Issues | Complaint Details Unavailable
1/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a month from care.com, I even used a code which the company issued for 1 month at a discounted rate. They continued to bill my credit for 2 additional months even though I signed up for 1 month only. I emailed and called the company and they will not issue a credit for the 2 previous months.

Desired Settlement: They have send me an email in regards to their policy, yet they are deceitful because they give you a code for a one month membership yet they then continue to bill you credit card. I want my credit card refunded for the 2 additional months In my account you can see that I only used the service for the month of September which was the month I signed up for.

Business Response: Please see attached PDF.

1/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July I signed up for a ONE MONTH subscription for Care.com for $39 to look for a school tutor. I used it for about two weeks of that month and found no tutors, in fact none of their "job seekers" even responded to any of my email inquisitions. Anyways, I figured I wasted $39. No big deal until I check my credit card today and see they've been charging me $39 monthly for the past 5 months. Of course they say this is stated in their policy, however, I was never notified my one month subscription was being renewed, nor did I receive any monthly billing invoice. I get a monthly invoice for everything else I automatically pay for. Why did I not receive one for this in the past 5 months? Because this company is using unethical collection practices. If you are charging me for something each month, I expect to get a billing invoice notifying me of these charges. I feel this is a scam, very misleading, and by looking at the number of complaints they have reported against them for this exact reason I see I am not the only one.

Desired Settlement: I expect to be charged $39 for July. I would like a refund of $195 for the months I did not sign up for, nor have used (August, September, October, November, December).

Business Response: Please see attached PDF.

1/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com has this policy, where upon signing up for membership, they keep charging your credit card every month until you cancel. they never send you an e-mail or reminder of their stupid policy, they never tell you that they are going to charge your credit card! they just do it! I almost get daily e-mails from them regarding some advertisements, but never not even once they told me that they are charging my credit card! most people who sign up for this website are extremely busy moms, who sometimes forget to cancel. This is just bad business! very sneaky! they owe me three months worth of membership!

Desired Settlement: reimburse my credit card NOW! you owe me $105.

Business Response: Please See Attached PDF.

1/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.com on August 22nd, 2014 and subsequently hired a Nanny on September 2nd, 2014. On that day, I also cancelled my service and NEVER accessed the service again until December 21st (Sunday) when I noticed a recurring charge of $42.50 on my account. At that time, and to my surprise, my subscription had not been cancelled so I proceeded to cancel it again. I called Care.com first thing the following morning (Monday, 12/22/14) and it was immediately apparent they had their responses to this recurring issue well rehearsed. They informed me they could only refund the latest month's charge as this is their policy and all subscriptions automatically renew until cancelled. After investigating this issue online, I discovered this is a recurring theme for the company and the complaints are compiling as Care.com is being unjustly enriched. Furthermore, Care.com does not send out any notifications or invoices the subsequent month to signing up for the service letting you know your CC will be billed or for any subsequent months thereafter, which would completely eliminate this issue.

Desired Settlement: My only desire is to have the $170.80 ($42.20 * 4) credited to my account for the services I did not use, need or know I was signed up for: (September, October, November, December)

Business Response: Please see attached PDF.

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.Apparently my complaint was not read or understood.  Nowhere in my complaint do I mention not understanding Care.com's subscription and auto-renewal process.  I specifically state that I cancelled my service on September 2nd and after reviewing my bill on 12/21/14 noticed the recurring charge and immediately contacted the company. There was obviously a technical issue when I initially cancelled my account.  Further to my point, I have used the service in the past, December of 2013 to be specific, and followed the same sign up and cancellation process after hiring a nanny in the first weeks of using the service.As mentioned on my call to Care.com on 12/23/14, apparently the cancellation process did not take but it is quite clear I never logged onto the account again, reached out to any care providers or used any of their services in the proceeding months....as I already hired a nanny.To be honest, I am appalled that they would take it this far after reviewing my login records.  Obviously the additional income outweighs the negative publicity and loss of loyal clients!Regardless, I am more than happy to compensate Care.com for the month of service I used but any further compensation would be unjust.   Regards, ****** ********  

Business Response: I again apologize for the frustration that Mr. ******** is experiencing with his Care.com membership.  We have had no technical issues with the website relating to subscription cancellation.   Mr. ******** has filed a dispute with his credit card company and Care.com will work directly with them in regards to the additional charges being requested. I have taken Mr. ********'s feedback regarding our Refund Policy and the suggestion for notifications for billing to the appropriate department as we are always looking for ways to improve our services for our members. 

1/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i am being charged every 3 months for past 1 year for the service i have not used. Many months ago i indicated i do not need the subscription and disputed the charge, but i am still being charged. Been going since 3/2014 at least by my records

Business Response: 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. 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.Although we have no record of any contact with us to cancel Ms. *********'s Premium Subscription, we have refunded her last two charge of $81.19, as a courtesy to her for the subscriptions where there was no Premium Subscription usage.  Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for her convenience:******************     12/31/2014 01:27:08     CREDIT     ********     ($81.19)     Approved******************     12/31/2014 01:27:03     CREDIT     ********     ($81.19)     ApprovedPlease refer directly to Section 8 of Care.com Terms of Use, which specifically addresses our payment and refund policy.Additionally, we have downgraded Ms. *********'s account to our Free Basic Membership, which allows her 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.We hope this helps and encourage Ms. ********* to reach out to us directly with any questions or for further assistance with her account.

1/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello.We set up and account with Care.com a while ago, even though we never used it. Recently we had charges showing up like the one below.On their website there is not a single "Contact us" tab or where to sent an email request or anywhere how to contact the company to dispute a charge. I have been looking for the last 2 days. Is it possible for a website as big as theirs not to be able to have any contact information, only to add your billing information?Please look into my request and direct me to the correct information, if you fnd any."Debit Purchase - **** Cci*care.com Www.care.comma $42.00 "Thank you,***** ********* (the account is under my husband;s name, **** *********, but the charges comes out from our joint checking account)

Desired Settlement: DesiredSettlementID: Refund Refund charges from Care.com

Business Response: I would like to apologize for Ms. *********' s frustration with her experience and membership with Care.com. Our members can reach us at ************ Monday through Friday from 10am - 6pm EST. Additionally we offer email support at careteam@care.com, 24 hours per day, 7 days per week. Our Contact information can be obtained through the Help Section in Ms. *****'s account. For her convenience, I have personally reviewed her job post and approved it for her and encourage to reach out to us at any time .  We 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 she joined Care.com. 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, ANDYour 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. ( Please refer directly to Section 8, which specifically addresses our payment and refund policy. )We have refunded back the last charge of $42.00 as a courtesy.  Ms. *********' s card will no longer be billed. Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for her convenience:******************    12/30/2014 02:11:14     CREDIT     ********     ($42.00)     ApprovedAdditionally, we have closed Ms. *********'s account at her request. I encourage Ms. ********* to reach out directly to us with any questions or additional assistance with her membership.

1/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company requires an annual renewal policy, and automatically charges my credit card monthly. I have told them to close my membership. Despite not having used the service for 15 month, they plan to continue charging my credit card for the next 6 months (until the annual subscription is up.)

Desired Settlement: After completion of the first annual subscription time frame, the membership should shift to a month-to-month membership which can be canceled at any time. Rejoining could require another year long commitment. For myself, I want NO FURTHER CHARGES to my credit card... effective immediately.

Business Response: We 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 she joined Care.com. 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. ( Please refer directly to Section 8, which specifically addresses our payment and refund policy. )We have refunded back the last charge of $12.00 as a courtesy to her.  Ms. *****'s card will no longer be billed.  Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for her convenience:******************     12/30/2014 12:45:39     CREDIT     ********     ($12.00)     Approved******************     12/30/2014 12:45:28     CREDIT     ********     ($12.00)     Approved******************     12/30/2014 12:45:21     CREDIT    ********     ($12.00)     Approved******************     12/30/2014 12:45:13     CREDIT    ********     ($12.00)     Approved******************     12/30/2014 12:45:07     CREDIT     ********     ($12.00)     Approved******************     12/30/2014 12:45:00     CREDIT     ********     ($12.00)     ApprovedAdditionally, we have downgraded Ms. *****'s account to our Free Basic Membership, which allows her to continue to search for caregivers, post a job and receive responses without being charged.  I encourage Ms. ***** to reach out directly to us with any questions or additional assistance with her membership.

1/9/2015 Billing/Collection Issues | Complaint Details Unavailable
12/31/2014 Billing/Collection Issues | Complaint Details Unavailable
12/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used this service to find a caregiver for my mother. Although, I never found an acceptable person through their service, I had no problems paying for it. My mother passed away in September 2014. I've tried to cancel, but they continue to charge me a monthly $12.00 fee. I have disputed the transactions with my credit card company.

Desired Settlement: I just want December refunded, and no further charges to my account.

Business Response: We apologize if Mr. ********* 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 he joined Care.com. 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, ANDYour 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. ( Please refer directly to Section 8, which specifically addresses our payment and refund policy. )We have refunded back the last four charges of $12.00 as a courtesy.   Mr. *********'s card will no longer be billed. Please note that the refund may take up to one week to show on bank or credit card statements. Here is a copy of the refund transaction for her convenience:******************     12/30/2014 01:01:17     CREDIT     ********     ($12.00)     Approved******************     12/30/2014 01:01:10     CREDIT     ********     ($12.00)     Approved******************    12/30/2014 01:01:03     CREDIT     ********     ($12.00)     Approved******************     12/30/2014 01:00:58     CREDIT     ********     ($12.00)     Approved Additionally, we have closed Mr. *********'s account at his request.  I encourage Mr. ********* to reach out directly to us with any questions or additional assistance with his membership.

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.

This was what I had been doing all along, however. I requested that my account be closed via their website's help page, which it was briefly in November 2014 until they charged me again in December 2014.I did not want to escalate the issue the way it was. However, I am satisfied with the outcome.Thank you for all of your help.

12/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Care.com to find a babysitter. The site is very easy to use and I received many offers from fairly qualified candidates. I thought I was signing up for a temporary membership and did consider the possibility of using the care.com to fulfill future needs. I thought I was signing up for a quarterly membership...I vaguely remember an offer of a discounted price if I extended my membership with one of those "cancel anytime" blurbs, or something to that effect. Months went by and I forgot about my membership. When I paid I used a debit credit card and of course they tried to charge it a few months later. But by then my card had been replaced and had a new credit card number as well as security code. on 12/5/2014 care.com sent me a notice via email: "We were unable to process a payment for your Care.com account using your credit card on file. To continue using Care.com, please login to your Care.com account and update your credit card information." I was relieved to know that, as I did not need the service and did not think I would be charged again. I did not look into my membership because I thought the matter was closed. Here is the main complaint: The company was able to charge my new card $78 dollars without notifying me. I only know about the charge because I happened to see it in my online bank account. I am livid! This is a despicable practice and companies should not be able to get into bank accounts without the consumers knowledge. I will be looking into all of my accounts and see if any other businesses are reaching into my bank accounts and taking money without authorization. I will not be doing business with care.com again. And one more thing, I went into my care.com account to cancel my membership and they only allow you to downgrade. I will be alerting all of my friends that use care.com to watch their shady practices.

Desired Settlement: I want the money back and I want them to fully cancel my membership.

Business Response: Please see attached PDF.

12/24/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They charge a hefty price for their services and don't deliver! I use this 'service' to hire housekeepers for my home. They reject my job ads and guess what. They have NO email address or they don't give it out. They have NO phone number or they don't give it out and they never fix any problems. I have had housekeepers from them steal from me or not show up at all. What a waste of money. But it is UNFORGIVABLE that they offer NO CUSTOMER SERVICE whatsoever.

Desired Settlement: Names, phone numbers, email address, offer some customer service!!

Business Response: I would like to apologize for Ms. ******* frustration with her experience and membership with Care.com.  Our members can reach us at ###-###-#### Monday through Friday from 10am - 6pm EST.  Additionally we offer email support at careteam@care.com, 24 hours per day, 7 days per week.  Our Contact information can be obtained through the Help Section in Ms. ******* account.  For her convenience, I have personally reviewed her job post and approved it for her and encourage to reach out to us at any time .  Additionally, we take safety very seriously and encourage Ms. ***** to reach out to us directly with her concerns so that we can report it to our Safety Team to determine appropriate action.

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.  I REJECT the response!I never received ANY response from care.com though they answered BBB!This is so typical! They have proven once again their'stealth' approach and avoidance tactics of dealing with their paying customers!The 'help' section they refer to? Ha! That's where I looked for over anhour for contact information! It has instead boilerplate questions they pose and answer.If there is contact information it is deeply hidden and I couldn't find the encyptionto uncover it and I have been using computers and the internet for decades.I reaffirm my complaint that they do NOT communicate with their customers, that theyavoid them at all cost and that their claim of 'customer service' is pure facade.Let them contact me directly! OMG I might actually see their email address!The public should know that customers like me have hired care.com housekeepers thatdid steal from them. That is a risk that they should be prepared to take. Regards, ***** *****    

12/22/2014 Billing/Collection Issues | Complaint Details Unavailable
12/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke with staff member **** ****** about posting a position for a dog walker (employee). **** made some very bold statements that were false. Had he represented the company correctly I would not have paid a premium ($150) for essentially what ********** does for $25 Most of the numbers that **** threw out were based on bulk numbers of people who have used Care.com EVER. not the amount of active members I was told I needed a personal account to search out possible employees based on vehicle ownership (An additional charge that I was charged for two months even though **** had assured me he took me off of automatic billing which I did not want and was not given the option to opt out of when I started). I then started contacting EVERYONE in three towns to maximize the chance of finding an employee, **** at one point told me I should stop. Which I did as he said I was going to be flooded with responses. The responses I got were they no longer lived in the area, had there own company (which I was told would not happen), weren't in the country legally, had started accounts for their children. Most were unresponsive I contact **** 8 days ago. He did not return my call. I sent an email that was unanswered. I called today and spoke to a call center staff member who said that she could not make a refund. Had **** represented the facts that they do not garden their database and that they are an outlet for illegal workers I would not have signed up as for $150 I could have advertised with ********** for 6 months. I am disappointed in the subterfuge, lack of communication and acting in bad faith by not allowing the opting out of automatic renewal.

Desired Settlement: I would like all but $25 to be refunded. They acted in the capacity of *********. I am willing to pay that.

Business Response: I would like to apologize for the issues that Mr. ****** had with his Care.com Recruiting Subscription and his experience with our Marketplace team.  All of our Recruiting accounts can have the automatic renewal feature removed through their Profile and Settings and it looks as if that was done correctly for Mr. ******.  We are unable to offer a refund in accordance with our refund policy as Premium features were utilized during the Premium Subscription term.  Due to the confusion over the additional account, which Mr. ****** opened to also reach out to potential employees, we have refunded back both charges as a courtesy to him and have immediately closed out that account.  Below is a copy of the transaction history for his records.  We encourage Mr. ****** to reach out to us directly with any additional questions regarding his membership.  Additionally, as we want to provide the best customer service to our members, I have personally submitted Mr. ******'s feedback regarding his experience to the appropriate department for review.******************     12/15/2014 03:26:39     CREDIT ********     ($31.20)     Approved******************     12/15/2014 03:26:33     CREDIT ********     ($39.00)     Approved

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.  Statement that a refund cannot be made due to your refund policy is garbage.  The statements made by your staff are misleading & deceptive when compared to the reality of your company.  If the statements of your agents were fact based instead of fantasy I feel your policies would apply.  When your agents lie to potential customers to make sales, they and the company they work for need to be held accountable.  You need to make this right and ensure that the damaged party is made whole while you do not profit from the deception.  Much like if you sold clothing and your staff member said it was bullet proof to make the sale and it resulted in deaths.  A refund policy would have no impact.Regards, *** ******    

12/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 1 month trial. After the trial I declined to renew. They have kept billing my credit card in hopes that I would not catch it. They were correct I did not. I have instructed my credit card company to decline any futher billings. I cannot get in touch with the company of course. This is just another internet scam to steal from and bilk the public out of money. Now I want my money back. $240.

Desired Settlement: Send my money back.

Business Response: Please see attached PDF.

Consumer Response: 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, ********* ***********

12/16/2014 Billing/Collection Issues | Complaint Details Unavailable
12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a member of care.com for a year. Currently I am interviewing with a few families for a nanny position. I went to check my email and noticed an email from care.com saying that my account had been closed. I called customer service, because I had not closed my account. They proceeded to inform me that my account was closed and they couldn't give a reason, but only name a list of possible reasons. I have not done anything to violate there policies, my background checks came back positive, and I was always professional. I am appalled at the fact that they can just go ahead and cancel someone's account for any reason, and not even give the member the respect of a reason. To make matters worse, I'm in the process of getting hired from a family, who can't do a background check on me through care.com because my account was closed.. And now this family has to accrue an additional expense, by finding an outside provider to do a background check. This reflects negatively on me and care.com has negatively portrayed my character.

Desired Settlement: I would like care.com to provide me with a reason why my account was closed and to allow me to have my account reinstated.

Business Response: I apologize for Ms. ***********'s frustration with her membership with Care.com and experience with the site. 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 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 Ms. ***********'s concern.5. Termination of RegistrationIn 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: 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.    Regards, ***** ***********  

Business Response: Again, I apologize for Ms. ***********'s frustration with her membership with Care.com and experience with the site. However, upon enrollment, Ms. ********** did agree to the Care.com's Terms of Use.  We strive to provide a positive experience for all of our members and take their concerns very seriously.  On Ms. ***********'s behalf, I have submitted her feedback regarding our Termination of Registration Policy to the appropriate department for review.  As explained previously 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 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. 

12/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the services for a 30 day period and expected a one time charge for this service. Care.com continued to bill my credit card beyond the initial 30 day period for 90 days total. Care.com charged my credit card a total of 3 times instead of the one time I was expecting. I inquired about the bill and asked to be reimbursed for the extra 2 charges. Care.com agreed to remove the current charge (the third charge), but refused to remove the second charge because the billing cycle was closed. I received an email stating this.

Desired Settlement: I want the second charge of $41.73 to be reimbursed to my credit card.

Business Response: Please see attached PDF.

12/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Today I was looking over my debit card statements, and I realized that Care.com was still charging me for the monthly renewal. I clearly remember canceling membership in april 2014, about two weeks after I made the first month purchase. I think they are deliberately charging monthly, without ANY notification, emailed or mailed so they will not get caught doing so. I was not able to find a qualified sitter for the job either! I am okay with them keeping the 39.00 dollars they charged in april 2014, but I feel swindled and stolen from for the months of May, June, July, August, September, October, November and December. You can imagine the horror of finding out that you are being charged UNAWARE and WITHOUT NOTIFICATION after canceling the service. They are thieves! Also, I found many statements on various websites by different mothers and parents in general saying that they have cancelled subscription but they continued to be billed.

Desired Settlement: I want $321.00 returned to my debit card. AND THEY NEED to start sending out email notification to ALL the customers that are on AUTOMATIC payment after they have deducted the amount. ALSO, THERE needs to be a verification page that comes after you unsubscribe and cancel your membership with a verification PIN. Otherwise, other customers are going to be very unhappy and the BBB will be clogged with complaints.

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. [If you can investigate my member log -in, I have not logged in since APRIL 2014, clearly making it seem as though I WAS UNDER THE IMPRESSION I UNSUBSCRIBED. I HAVE NOT LOGGED IN SINCE, THEREFORE, THEY HAVE NOT PROVIDED ME WITH ANY SERVICE AND I HAVE BEEN GETTING CHARGED WITHOUT MY CONSENT PLEASE MAKE IT CLEAR TO THEM THAT PAYING FOR SERVICES FOR WHICH I HAVE NOT USED GOES AGAINST ALL BUSINESS ETHICS .] 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.As provided in our previous response the renewal feature was clearly explained at the time when Ms. ****-***** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ****-***** agreed to at the time of enrollment on the site.  Additionally, it was also explained in a billing confirmation email when she first subscribed to her Premium Subscription.  From our records, Ms. ****-***** utilized a promotional code to upgrade to a Premium Subscription which was valid for the first subscription period with renewals at the regular subscription rate.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: 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.  [ I did unsubscribe, however they continued billing me. I have not used the service since APRIL 2014, therefore, I was under the impression that the process was successful when I opted to unsubscribe. When my I called my bank to warn them about fraudulent transactions, they CANCELED my card because this is an issue they have had with other bank customers regarding the same company. This is an issue that has been experienced by various customers. I was NOT USING THE SERVICE, BUT STILL BEING CHARGED .] Regards, ****** **********  

12/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally requested to cancel my subscription last March. The associate directed me to cancel my subscription on their website which doesn't work. I told her I wasn't able to cancel my subscription form the website and she ignored my email response. I am still being charged for a service I did not want for several months. Their automatic billing practices are ridiculous since they don't give you the option to cancel.

Desired Settlement: I would like my account canceled and a refund from the time I originally requested to cancel my subscription dating back to March 2014.

Business Response: Please see attached PDF.

12/9/2014 Billing/Collection Issues | Complaint Details Unavailable
12/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account with Care.com trying to find work. I am qualified with an SRNA license to seek such work. I thought I was going to find work and had a very professional profile on their account. They then proceeded to close my account and will not tell me why they closed it. I need to find work and I want to know why they closed my account. They also said I couldn't open another one and I want to know why I am banned from this site. My profile had nothing vulgar or obscene on it. I was just looking for work and I was very professional about it. They refuse to tell me why it was closed and will not cooperate with me.

Desired Settlement: I want them to contact me and tell me why my account was closed. I would like, also, to be able to create a new account fixing the problem on why my account was deleted. I know I did nothing wrong to violate their privacy policies and Terms of Use. I don't think it is right that they can just terminate my account like that and not tell me an answer onto why it was terminated.

Business Response: I apologize for Mr. ******'s frustration with her membership with Care.com. I do apologize for Mr. ******'s experience with the site. 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 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 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 Mr. ******'s concern.5. Termination of RegistrationIn 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.

12/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unfortunately, my husband and I have no local family and have had to rely on Care.com to provide us with caregivers since our son was born in 2010. They represent local caregivers as qualified, reliable, and trust worthy. Little did we know, that all of the caregivers are completely self-qualified. There is no personal interviewing or qualifying processes provided by care.com. The members don't have to do anything except provide membership fees to care.com to be represented by the company. Yet these individuals are being invited into peoples homes and being trusted with their most prized possessions, their children. In the 4 yrs that we have been customers of Care.com we have come into contact with 25-30 girls. From ages 18 to 40, they are all exactly the same. They lie about their qualifications and experience. They'll claim to be CPR certified but when asked to provide proof of this 9 out of 10 can't provide it. They'll claim to have years of experience but can't complete the simplest of child care tasks. I addition to this, every single caregiver that we employed through Care.com ended up to be unreliable, putting our jobs in jeapordy when they didn't show up or called off at the last minute. It's unfortunate that we kept trying to find a decent caregiver, thinking that we just needed to keep looking & eventually we would find the right person. To our dismay, instead we just kept exposing our innocent child to bad people. We have come to the conclusion that Care.com is the largest collection of losers that can't find other jobs. Recently we had the worst experience of all. We had money stolen from us & our son physically abused (marks found on his buttocks). At this point we decided: NO MORE CARE.COM. When we communicated our concerns with the company, instead of a sincere apology and a refund for 4 yrs of misrepresenting individuals who were unreliable, untrustworthy, unqualified, & possibly even pedophiles, they terminated our membership.

Desired Settlement: An Apology & Refund of all charges. Approx $450.

Business Response: I would like to apologize for the negative experience that Ms. ****** has had with a caregiver she hired from the site.  Safety is the utmost priority for Care.com and we would like to speak in person directly on this case.  We have reached out directly to Ms. ******.

11/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Someone scammed me using Care.com and stole almost $3000 from me.

Desired Settlement: I would like them to figure out how someone like this person was even allowed to create a profile and get my information.I would also like my money back.

Business Response: I first would like to thank Ms. ***** for reaching out to us with her concerns regarding her membership.   We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process.  Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on Facebook, LinkedIn, Twitter and other social networks.  Additionally, Care.com checks provided information on it's members for criminal or other inappropriate activity.  We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use.

I would like to thank Ms. ***** for reaching out to our Member Care team in regards to her concerns.  I would also like to encourage Ms. ***** to continue her contact with us to provide more specific information regarding her experience so that we may report it on her behalf to our Safety Team to take the appropriate action.

11/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a $78 three month subscription with care.com. I was only interested in 3 months of service and the signup process lead me to believe I was signing up for only 3 months. It was not clear on the website that I would be charged every 3 months $78. I did not notice this renewing charge for a year. I would like a refund of $312 which is the amount I was charged by care.com for services I did not sign up for. I have not even accessed my account beyond the first three months I originally signed up for. I tried to find a way to contact the business through their website to try and resolve the issue with them directly. However, I could not find anyway to contact them even when I went to the "contact us" section on the website.

Desired Settlement: I want a refund of $312 which is the amount of money I was charged for service I did not sign up for.

Business Response: I apologize for the difficulty Ms. ***** had in contacting us regarding her membership. We are available to our members Monday through Friday from 10am - 6pm EST for phone and chat support as well as 24/7 email support. Our support information is available to our member through the Contact Us Section and choosing the option that best for your inquiry. As we are always looking for ways to improve the experience for our members, I have submitted the feedback regarding our contact information on Ms. *****'s behalf. Additionally we have refunded her last charge of $78.00 in accordance with our refund policy and have included a copy of the transaction history for her convenience. We encourage Ms. ***** to reach out directly to us with any additional questions regarding her membership. Also, please see attached PDF, regarding information on Ms. *****'s enrollment in our subscription service. ****************** 11/19/2014 02:58:09 CREDIT ******** ($78.00) Approved

Consumer Response: 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, ******** *****

11/20/2014 Billing/Collection Issues | Complaint Details Unavailable
11/20/2014 Billing/Collection Issues | Complaint Details Unavailable
11/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Im not exactly sure what category to choose. I made an account with care.com and I paid for a background check, I was hired by a wonderful family whose father is very pleased with my services. I have an excellent background check. Well out of the blue my account was removed. They refuse to tell me why and said they can terminate account for no reason at all. This is my livilihood. All information I provided was 100% correct. I dont think they shou o d legally be allowed to terminate anyones services without a verbal warning or explanation. I want to know why my account was removed. I worked for a home care agency for 3 years in ** and im currently employed with one here in **. Can they legally do this? I paid for a background check, have no hard copy of it and my account was removed. I just want to keep my account.

Desired Settlement: I would like my account review, an explantion given to me and my account reinstated.

Business Response: I apologize for *** ********'s frustration with her membership with Care.com.  I do apologize for *** ********'s experience with the site. 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 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 *** ******** 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 *** ********'s concern.5. Termination of RegistrationIn 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:  This still doesnt seem legal and I wish for a refund on my background check or a hard copy of it sent to me. I paid for your service no provide it! You're a scam company! I thibk i deserve an exact explanation for why I was removed and will not accept any reponse until you tell me why i was removed!   

11/16/2014 Billing/Collection Issues | Complaint Details Unavailable
11/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a memeber of Care.com for a few years now. I have recently received a VERY NEGATIVE FEEDBACK, which has been posted on my public profile on care. com. The statements made by a certain "****" are false. I have not been hired by anyone with those initials, I have NOT BEEN HIRED BY ANY FAMILIES THROUGH CARE.COM FOR THE PAST 2 YEARS. I am a professional organizer and house cleaner. I have been contacted by many potential clients through care.com during these years. Some just wanted a one-time service, others are my clients to the present day. I have many other clients who hired my services outside from care.com, including families whom I have been working for over 10 years. For the past 2 years I have not worked for anyone through care.com - I have been to a few interviews, however, since I have a busy, almost always booked schedule, I have not had the availability some potential new clients seek. I have contacted care.com and have received an answer based on the company's policy on feedback and networking. Their answer did not help me solve the issue of deleting false statements of undependability and lack of professionalism. The options provided were to respond to the feedback - which will still be negatively posted on my profile, or to contact the family - which I have no idea who would be. Care.com has the ability to track all my messages received through their website, they can see that I have never been contacted by this family. I am very professional, dependable and reliable. I take my job very seriously, as my clients can attest for. I can provide BBB and Care.com with my clients' contact information and I am certain they will be able to confirm my statement. I would like to have the feedback removed, and care.com should also have a better way to allow for fedbacks to be posted. I have just asked one of my current clients (who hired my services through care.com), and she informed me that anyone (she is still a member, always looks for sitters and dog care)- can write reviews for service providers; even if the person has not worked for them, never met them, etc., which makes the feedback and reviewing process unreliable and prone to abuses by some.

Desired Settlement: I would like to have the false statements removed from my profile.

Business Response: I would like to apologize for the frustration that *** *********** is experiencing in regards to a review posted to her profile from another member.  On the site any individual member looking to hire a caregiver can post a review on a provider if they add them to their profile, which this member did.  After reviewing, *** ***********'s current and previous account we were able to verify that she was in touch with the author of the review in regards to a position.  Upon enrollment *** *********** agreed to our Terms of Use which clearly defines our Policy regarding reviews.   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 a member disagrees with a review, they may post one rebuttal to the review.  The author of a review can always remove or request removal of a review they have written. Care.com is always looking for ways to improve the experience on the site for our members and I have submitted *** ***********'s concerns regarding our Review Policy directly to the appropriate department on her behalf.  I encourage *** *********** to respond to the review and reach out to us directly with any further questions regarding her membership.

Consumer Response: I looked through all my messages (on care.com) and emails_ even before submitting this complaint, and can't find a possible family whom I may have been contacted about a job with the initials ** or something of the kind. Also, if such situation happened, as described by the person, I would remember these facts. I tried to see if I could contact the member through the care.com website (logged into my account), and was informed I needed to be a premium member to do so- I am not willing to pay for membership to respond to false allegations.I would like to see this review removed as it is not true, I did agree with the terms and conditions, however, we need to look at each situation in life differently. How can someone provide a negative feedback and I can't contact the person directly? I do not like the idea of responding or even acknowledging that type of review on my account - publicly. As I stated before- I will be happy to solve this in an amicable manner. If I can provide you with any proof of my character I will - I do not make up stories about anything to miss work, I am very reliable. I am also a legal resident of the U.S., and I can get paid cash, checks, online payments, my clients can attest for that. I DON NOT AGREE WITH TAX EVASION, which I am being accused of - I demanded cash????? It really never happened. In regards to increasing a price by nearly 100% - there have been situations in which I had to RENEGOTIATE THE PRICE with a family - some clients had just moved in to their homes and had little furniture, etc, and then as they furnished their homes there was more work to be done, thus a new rate, agreed by both parts. Other situations are when a family gets a pet, moves to a bigger home, changes the frequency of cleaning, adds or subtracts things that need to be done- all these factors can influence the cleaning rate - however, a rate change is based on an agreement between the client and myself- never as an imposition. Finally, the "glowing reviews are 2 years old" - is this a family that contacted me recently? If so, how could this be true if I haven't taken any jobs through care.com for the past 2 years? And those who hired me then are still my clients. Yes, I do have new clients, who have been very satisfied with my services.I would like to please have this taken into consideration. I would not be wasting my time trying to have this removed if it had a little bit of truth in it. I ask care.com to please reconsider this and removed the false review.  Regards,  

Business Response: Again, I apologize for *** ***********'s frustration with the Review Policy.  As stated previously I was able to verify that *** *********** was in touch with another member in a previous account, which she had closed out prior to opening her current account.  I have submitted her feedback regarding the policy on her behalf.  I encourage *** *********** to respond to the review in the form of a rebuttal and reach out to us directly with any further questions she may have with her account.  Below is a copy of the section in our Terms of Use for *** ***********'s convenience.Opinions, advice, statements, offers, or other information or content made available on the Site or through the Service, but not directly by Care.com, are those of their respective authors. Such authors are solely responsible for such content. Care.com does not: (i) guarantee the accuracy, completeness, or usefulness of any information on the Site or available through the Service, or (ii) adopt, endorse or accept responsibility for the accuracy or reliability of any opinion, advice, or statement made by any party that appears on the Site or through the Service. Under no circumstances will Care.com or its Affiliates be responsible for any loss or damage resulting from: a) your reliance on information or other content posted on the Site or transmitted to or by any user of the Site or Service; or b) reviews or comments made about you on the Site by other users.You agree that 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. You may not terminate your registration and re-register in order to prevent a review from being associated with your account. The author of a review can always remove or request removal of a review they have written.

Consumer Response: The least I can say is that THIS IS OUTRAGEOUS AND ABUSIVE. You are a company for employers giving candidates no chances. I wish there was an option to write a review on the lunatics out there, members of care.com who are totally abusive, insane and exploiters. Yet, this is obviously made for families, candidates are just a little part of the dirty little game. I understand you will keep the review, I did some research and saw for long this "**" has been a member - he/she must be a pearl. Always looking for a new candidate. It really makes me wonder why.  Regards,  

11/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted through care.com for a job offer that resulted in being a scam where I lost a certain amount of funds.

Desired Settlement: The business has the responsibility of taking the blame for what has happened, offer a refund, and start paying close attention when allowing people to use their site.

Business Response: I first want to thank Ms. ****** for alerting us to this situation, and apologize for the experience that she had. Care.com takes the safety of our members very seriously, and we do everything we can to avoid these types of things from happening on the site. I appreciate her reaching out to our Member Care team to report this issue to us.  All information Ms. ****** has provided was immediately passed on to our Safety team to address. We give our members lots of tips on things to look out for in these types of situations. We always encourage our members to communicate only through Care.com at least initially, because we have a monitored messaging system which will pick up on any type of fraud or scam on the site. We have removed phone numbers from all desktop views of the site as a step in the process of controlling these scams and frauds, however some members do like having their phone numbers visible on their profiles. This is a privacy setting that each member can select on their own, and I have verified that Ms. ******'s phone number is no longer showing up on her profile at all. I would encourage Ms. ****** to view our Safety Center for any more tips on avoiding Babysitting Scams, and should she have any further questions or concerns she can contact us at any point from the Contact Us page https://www.care.com/contact-us-p1011.html

11/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August I signed up for membership on Care.com. After contacting many available sitters, who claimed they were available, they all replied back they were unavailable. At this time I became suspicious of the quality of the service and canceled after one month. I completed the form to reduce my membership to non-paying, even completing the feedback. After submitting I believed my account was reduced. In late October I realized that my account had never been downgraded and I had paid for 2 months. I didn't use the site during this time as I no longer needed the service. After contacting customer care, I was told "sometimes your request doesn't go through." This is not the fault of the customer and I as long I act in what I believe is a manner to discontinue, I should not be liable for Care technical issues. I had this exact same problem years ago when I used the service. One month was credited but not the full amount

Desired Settlement: $39.99, one month charge

Business Response: We would like to apologize for the frustration and confusion that Mr. ******* had in cancelling his premium subscription.  When a member closes out a job on the site they are asked to provide feedback on the applicants.  Downgrading a subscription is the process where a member is able to return to the Free Basic Subscription and can easily be done through their Account and Settings.  We are not experiencing any technical difficulties with the downgrade process, but appreciate the feedback that this may be confusing and are happy to pass it along to our product development team. As a courtesy, we have refunded the additional charge to Mr. *******.  Below is a copy of the transaction history for his convenience. ******************    11/04/2014 02:00:30     CREDIT     ********     ($39.00)     Approved

11/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased ONE month of services. I could have purchased more but I only wanted one month to try it. I guess I didn't read their fine print well enough because I was charged for two more months before I realized that I had to cancel the service. Again, I was asked how many months I wanted to buy and I filled in ONE month. I contacted the company and was refunded one month of services. But they wouldn't refund the other month because it was over 30 days old. I'm a busy mother and I don't feel this company is trustworthy. I would like others to know before this happens to them.

Desired Settlement: 37.00

Business Response: Please see attached PDF.

11/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased ONE month of services. I could have purchased more but I only wanted one month to try it. I guess I didn't read their fine print well enough because I was charged for two more months before I realized that I had to cancel the service. Again, I was asked how many months I wanted to buy and I filled in ONE month. I contacted the company and was refunded one month of services. But they wouldn't refund the other month because it was over 30 days old. I'm a busy mother and I don't feel this company is trustworthy. I would like others to know before this happens to them.

Desired Settlement: 37.00

Business Response: Please see attached PDF to member's BBB complaint number ********, which we have already responded to.

11/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On October 24, I worked with the nanny I hired through Care.com to execute a background check, a service provided for Care.com. The promised turnaround advertised on their website is 3-10 days. I did not receive the results until November 10, well outside this window. I am happy to provide a screenshot of the terms and timeframe presented by Care.com on their website, where I purchased the service. I have been in contact with customer service to request a refund and express my dissatisfaction with the turnaround time. In fact, I had assumed they had made an error in processing the background check service request when I did not receive the information (it would not be the first time an error occurred during a background check with their system as I have had previous troubles and had to re-request checks my care providers had accepted), and I did not pursue it because I let the nanny go. I was quite surprised to receive a notification that the background check had been completed as nearly twice the promised amount of time had elapsed -- 17 days vs. the promised "3-10 days." Even if they had been counting in "business days," the turnaround time would have been 12 business days -- and the advertisement does not say "business days," which is why, I assumed, they have allowed themselves such a wide timeframe for turnaround.

Desired Settlement: I would like a refund. As explained above, when the service was not delivered, I assumed Care.com had simply had another processing error. By the time they finally delivered the service, it was an irrelevant service for me. November 3, or day 10 of the request, was the provider's last day of work.

Business Response: I apologize for the frustration and confusion surrounding the time frame for the results on the Preferred+ Background Check ordered by Ms. ************. The background check she ordered did come in after the 10 day time period stated on the site.  Due to the the delays in having this check run with the caregiver accepting the check on the mobile application and the amount of time it took for Ms. ***** ****** to receive the results, we are refunding the charge as a courtesy to her.  As care.com is always looking to provide the best experience for our members, I have personally submitted her feedback regarding the stated time frames for the enhanced background check results.  We also encourage her to reach out to us directly with any questions she may have with her account.  Below is a copy of the transaction history for her convenience. ******************    11/14/2014   09:17:33     NO     ********     ($79.00)     Approved

Consumer Response: Dear Care.com,  Thank you for your understanding in this matter. To clarify, I did not count the days based on my original request for the check but the date on which the caregiver accepted the request in noting the timeframe. I hope you will clarify the timeframes on your site for other customers, and I have very much appreciated the platform as a way to connect with potential caregivers.  Thank you,  ****** ************

11/4/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My 19 year old daughter was scammed through Care.com. She joined Care.com as a caregiver and was contacted immediately by someone that wanted to hire her to care for their 6 yr. old wheelchair-ridden son. It turned out to be a complete scam and she was scammed out of $2700. She found out that this "wheel-chair" scam has happened to many other people through Care.com. I find that Care.com is negligent in it's practices to protect the actual caregivers from things like this from happening. These "scammers" are using Care.com to find their victims, and almost all of them have been young girls, most in college, such as my daughter. They are young, naive, and know if they are in college, desperate for a job! Yes there are warnings about being wary of potential scams, but that's about it. Clients looking for a caregiver can perform background checks on potential job candidates, but the actual job candidates have no idea who or what they are dealing with -- scammers looking to scam them out of money they really don't have, or worse, a rapist that is looking for his next victim. I feel that Care.com should be investigated for their poor safety practices with the clients looking for caregivers. I feel that Care.com should be responsible for what has happened to my daughter, and to the other victims of this and other scams that have been perpetrated through their site.

Desired Settlement: Accepting responsibility for not protecting the job candidates. Making the site safer by changing your membership practices and having a way for job candidates to check the validity of their potential clients. Restitution for the money she lost and cannot afford to repay to the bank.

Business Response: I first would like to thank Ms. ********* for reaching out to us with her concerns regarding her daughter's membership.   We want to confirm that Care.com does take the safety of all our members and reports like this very seriously. We have a number of safety protocols in place to prevent situations like this from happening, and do everything we can to make sure that if there are any possible fraudulent accounts on the site they are taken down as soon as possible. Additionally, we have a very thorough Safety Center that we always recommend our members review when starting the job searching process. At Care.com we do our best to warn all of our caregivers to be aware of these types of scams, and to communicate with us if they ever have concerns about their interactions with another member. We offer a monitored messaging system on Care.com, and always recommend that our members keep their communication on the site initially. If anything is suspicious, we will pick up on it through this monitored messaging system and can promptly take any necessary actions. Many other important safety tips are also made available to our members through our Safety Center for caregivers such as the importance of meeting with the family or individual before you start work. Make sure the interview is in a public place, and ask to see an ID so you can confirm who you're meeting with. Never accept advance payment from a family or individual without having first met them and gone through the interview process.  Additionally we also advise caregivers to perform their own independent search to make sure you'd be comfortable working for someone. Search the web for any news articles about them. Contact their state or local municipalities to obtain public information as well as try to locate them on ********, ********, ******* and other social networks.  Care.com checks provided information on it's members for criminal or other inappropriate activity.  We have a Safety Team dedicated to reviewing and monitoring accounts for suspicious and inappropriate content or use.  We encourage Ms. ********* to provide us with her daughter's information to ensure that all information can be reported directly to our safety team.

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.  First, let me make a correction.  My name is actually ******** *******, not *********.  That is my mom's last name.   Secondly, you were not specific as to what type of additional information you are requesting from me.  The fact remains, whether you want to admit it or not, that these scammers are using your site to find their victims.  They are obviously able to join Care.com and get just enough information to find  their potential prey.   If you were a reputable business, and cared about the integrity of your business, you would have employees that are the mediators between the client and potential caregiver.  That way, everybody involved is protected.  Your site should also be more proactive with the way you communicate about scams.  You need to publicize about what potential scams are being used through the site, and what the ploys scammers are using to "sucker" their victims in.  I know now,unfortunately, that there have been a lot of girls, particularly college age, that have been victimized by the exact scam I was.  Some of them were lucky enough not to be drawn into their web of lies and some,  like myself, were fooled because we thought we were doing something positive for someone in need.  After this happened to me, I also found out that most of these other victims received the same emails as me, almost word for word.   This email, as well as any other correspondence that involves some type of scam, should be posted on your site so ALL of your members  can see it right of way, and not have to go "searching" themselves for.  This is the way you not only protect your members, but your business' integrity.   This scam robbed me of money that I don't have, but will  have to repay somehow, and it robbed me of my trust of siteslike yours that say they are safe, but they really aren't.   If your site truly was safe, this would have never happened to me or anybody else.  I suggest your company start rethinking their so-called "safety measures" before something truly awful happens to another one of your members, something worse than just being scammed out of money.  Too many awful people have the ability to find their victims on your site.  With all that being said, I will be happy to provide you with copies of the emails I was sent, a copy of the bogus check I received, and if possible, the texts between my scammer and me.  Hopefully you will use them.Regards,******** *******  

Business Response: We apologize for the negative experience that Ms. ******* has reported and would like to thank her for being forth coming with her information so that we could locate the account.  We see that she has been in contact with our Member Care team to report the scam she has encountered and it has been submitted directly to our safety team to determine the appropriate action.  We encourage Ms. ******* to continue to reach out to us with an additional information.Although we do offer a substantial amount of information in our safety center for our members, we are always looking for ways to improve and have submitted Ms. *******'s feedback so that we can provide positive experiences for our members.

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.  That is good that you have forwarded my suggestions to your safety team, however, that does not make me feel any better about the $2,700 that I have been scammed out of, not to mention others that have also been scammed out of money that I'm sure they don't have, as well.  I feel that had your company been more diligent in their safety measures, this might not have happened.   I'm sure there are people out there right now trying to pull the same scam on one of your unsuspecting, and probably naive, members.  As a matter of fact, I forgot to mention in my last note that I was contacted by two other people, who got my name off your site, with similar stories.  One person claimed he and his wife and 18 month old were moving back to Delaware from Australia and needed care for 3 days a week @$400/week, and the other was a widower in California moving back to Delaware and, coincidently, had a son in a wheelchair.  So you see, this is kind of thing is obviously rampant on your site.  There is no way that anyone should be able to get on that site and be able to find out the information they can.  Even if they have to pay a small fee to join, that's no big deal because they're making tons of money scamming people!  I still am not satisfied with your responses because I feel that your site is negligent in their practices of safety.  I have already warned many of my friends that are looking for jobs and were planning on joining your site not to because of what happened.    My mom has also been in contact with other state and federal consumer protection agencies about what happened, and is planning on contacting our state government to see what can be done. Regards, ******** *********    

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

Complaint: I have tried for several months to shut off the charges to my Dad's credit card. Every time I "downgrade" it does NOT work. There is no contact information on the website. It says to contact the company, click this link. In clicking the link, it sends me back to questions! I have tried calling and there is no way to get past the pre-recorded message. The message then refers you back to the website. This is a scam and should be shut down.

Desired Settlement: I want reimbursed for the months I have been charged when I asked for it to be downgraded. I WANT THE ACCOUNT CLOSED! SHAME ON THEM!!!

Business Response: We apologize with Ms. *******'s frustration in downgrading her subscription.  We have checked and verified that Ms. ******* was able to successfully downgrade her subscription at the end of this current billing cycle.  She has been receiving monthly billing reminders regarding her subscription renewals as well.   Accounts can easily be downgraded through the members Account and Settings or directly through the links in our Help and Contact Us Now support sections for our members.  Additionally we offer 24 our email support for our members and our Call Center is open Monday through Friday from 10am through 6pm.  We have received feedback from our members regarding our phone system and are currently updating the system to make it easier for them.  We also offer a callback feature where a member can choose a callback from a representative rather than waiting on hold if the call volume is high.  We encourage her to reach out directly to us for any further clarification with her account or questions with her membership. As a courtesy , we have refunded back the last charge to Ms. ******** father's credit card as she does meet the requirements for a refund in accordance with our refund policy.  Below is a copy of the transaction history for her convenience. ******************    10/24/2014 11:20:32     CREDIT     ****1093     ($25.00)   Approved

11/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This business has unlawfully taken automatic payments from my credit card over the last 2 years, of which I have only used the service for a free one-month trial period. Its response to my complaint has been to point to language written in an enrollment page. This practice violates California's (the state in which I resided during this period) consumer protection statute on automatic renewal practices, which state that a business must "obtain affirmative consent to the automatic renewal offer terms prior charging the customer" as well as "provide a record for the consumer that includes the terms and conditions of the offer, a description of the cancellation policy and specific information on how to cancel the offer." If the only correspondence regarding the automatic renewal was shown to me once only upon enrolling, and Care.com did not provide another acknowledgement that is readily retainable by me, this business is in violation of the statute. Additionally, the monthly charge that Care.com applied to my bank account changed from $25 to $35 over the last two years, which I also did not receive any prior correspondence about and did not agree to -- another violation of the statute.

Desired Settlement: This business is not only ethically obligated to issue me a refund -- when it knows that I have not used the service for 46 of the 47 months it billed me -- but it is also legally bound to issue me a full refund.

Business Response: Please see attached PDF

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.  Once again, Care.com has robotically pointed to language displayed upon the enrollment process. However, the business did not provide information regarding automatic renewal in a format that is "readily retainable" by me, the consumer, as per California's statutory codes surrounding negative option billing, for example, by e-mailing me notification of pending automatic renewal. Furthermore, Care.com changed the amount it removed from my checking account from $25 per month to $35 per month, without prior notification of this change. I emphasize that Care.com's billing collection processes are ILLEGAL and do not comply with consumer protection laws in effect in the state of California -- the state in which I lived while the majority of these charges occurred. It is not sufficient only to discuss automatic renewal during a fleeting screenshot upon enrolling. According to California law, Care.com was obligated to send me information regarding its automatic renewal in a written format that is readily retainable by me, the consumer. Furthermore, it was obligated to notify me of discrepancy in the monthly plan subscription price. It did neither of these two things and therefore are liable to issue me the full refund. I do hope to keep this issue out of the courts, and to see this business' practices modified to ensure that future customers will not be negatively affected.  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. As provided in our previous response the renewal feature was clearly explained at the time when Ms. ****** upgraded to a Premium Subscription.  This feature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use, which Ms. ****** agreed to at the time of enrollment on the site.  Additionally, it was also explained in a billing confirmation email when she first subscribed to her Premium Subscription.  From our records, Ms. ****** utilized a promotional code to upgrade to a Premium Subscription which was valid for the first subscription period with renewals at the regular subscription rate. 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.

11/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com has processed charges on my credit card without authorization. I used their services one time ( 9/10/13 with promo code ******** for 29.25) and they continued to bill my card $39.00 a month for over a year. I have have asked for them to provide me with a signed copy of an agreement in which I authorized them to charge my card and they have been unable to produce it (Case Number: 2014-10-18-*******, Case Thread ID: ref:_*********._**********:ref) The unauthorized charges are below. 10/20/2014 Refund -****************** ****7484 - $39.00 - $0.00 - $39.00 10/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 9/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 8/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 7/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 6/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 5/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 4/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 3/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 2/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 1/10/2014 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 12/10/2013 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 11/10/2013 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 10/10/2013 Subscription: 1-month ****7484 $39.00 $0.00 $39.00 9/10/2013 Subscription: 1-month Promo Code:******** ****7484 $29.25 $0.00 $29.2 It is obvious they continue this practice from the 700 or so cases against them on the BBB(

Desired Settlement: Refund in the amount of $468.00 which is the 12 months they charged my card unlawfully.

Business Response: Please see attached PDF.

10/31/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/31/2014 Billing/Collection Issues | Complaint Details Unavailable
10/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was contacted by **** at care.com stating that I had purchased a background check that I never used. I have not logged onto the site since the end of September and since I have a caregiver already from the summer, I have not viewed profiles, nor purchased a background check. **** proposed that I use the "unused background check" towards a 3 month credit of care.com. I have absolutely no desire to use care.com because I have a caregiver. Furthermore, I have no recollection of purchasing the above stated background check. Today i received an email from ******, a supervisor, who told me that this was not refundable, even though I explained to her that I never purchased a background check.

Desired Settlement: I want my money refunded for the cost of the background check AND my credit card information removed from their site. From my perspective, I never even knew I had purchased a background check, never used it, and have not logged into care.com in quite some time. I find the fact that it can be transferred to a Premium membership but not refunded to be completely unacceptable. I have no desire to purchase anything more from care.com nor will I recommend them to others.

Business Response: We apologize for the confusion and frustration Ms. ****** is experiencing in regards to the pre paid enhanced background check credit she purchase when upgrading to a premium subscription.  Enhanced background check credits are an additional feature that many members like to purchase during the upgrade process.  At the time of purchase it is clearly stated that these credits are non-refundable and will remain in a member's account until used.  

Ms. ****** was contacted by a member care representative with a special offer in which a member with an unused background check credit could exchange it for a 3 month premium subscription.  This offer was given as an additional benefit to our members with credits on file.  As Ms. ****** is not interested in the offer, we have refunded back the charge for the background check credit as a courtesy to her.  We encourage Ms. ****** to reach out to us directly with any additional questions regarding her membership.

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:

Although I am in agreement with the terms of the settlement, I have not received a refund. A representative from care.com asked me for my address yesterday to send a check. Furthermore, I was not "confused" and this was a charge from 2012 that I was completely unaware of. I think it's disgusting that care.com is saying this is my fault due to confusion. Clearly the term of the premium membership are not defined. I would have used a background check if I knew I had one. I had horrible experiences with caregivers from 2012-2013 that I hired from care.com. 


Regards,

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

10/29/2014 Billing/Collection Issues | Complaint Details Unavailable
10/28/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/27/2014 Billing/Collection Issues | Complaint Details Unavailable
10/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Enrolled in care.com to contact the advertised providers. After 30 contracts got only 5 responses saying they are not available. Despite uploading family photo and detailed profile with flexible hours. The membership was renewed without approval. Not happy with the service provided by care.com I never had a successful contact through care.com

Desired Settlement: Refund of the membership fees

Business Response: We apologize that Ms. ****** was not satisfied with her premium membership on the site.  We cannot guarantee that each family will find the perfect caregiver which is why we offer the Free Basic Membership to get started. With this initial membership we allow families to evaluate the caregivers on the site by posting a job, receiving applications, and previewing profiles.  As a subscription service all of our subscriptions do automatically renew until canceled.  Ms. ****** definitely qualifies for a refund in accordance with our refund policy.  We have immediately refunded her renewal charge and cancelled her premium subscription.  Ms. ****** should see the refund reflected in her billing statement within the next 3 - 5 business days.  We would encourage Ms. ****** to reach out to us directly if she has any additional questions regarding her membership as we would be glad to assist her.  Below is a copy of her transaction history for her records. ******************    10/16/2014 12:51:38     CREDIT      ****3012   ($78.00)     Approved

10/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Like many other people have stated on your site, we too have been billed repeatedly by this organization care.com as they use sneaky language and unethical billing practices. I can't understand why they have an A+ rating when they take advantage of so many consumers that sign up for their service not realizing they have to go out of their way to stop the billing after the one-month paid trial. They are more focused on generating subscription revenue than they are providing a quality service. Highly disappointed with this outfit.

Desired Settlement: I would like care.com to refund my family $429, the equivalent of 11 months of billing.

Business Response: Please see attached PDF

10/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/21/2014 Billing/Collection Issues
10/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The link on the website to downgrade an account does not work. Attempts at contacting the company are not working. I do not desire the service any more, but it is impossible to cancel it.

Desired Settlement: For my account to be canceled and not to be charged for the auto-renewal.

Business Response: We apologize for Mr ******'s confusion with the free trial promotional code he utilized. We have immediately refunded the charge of $39.00 and downgraded her subscription to the free Basic Membership. There has been confusion with this promotional code and it's renewal. We have submitted feedback to our marketing team to ensure that these issues do not arise in the future for our members. Our contact information can be located within the Help section on Care.com.  Mr. ****** did contact our email support  team successfully and the subscription charge has been refunded.  The refund should be reflected on Mr. ******'s bank statement within the 3 - 5 business days. I have included the transaction history below for her records. ******************  10/05/2014  06:15:59   CREDIT ********   ($39.00)   Approved

10/6/2014 Billing/Collection Issues | Complaint Details Unavailable
10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired 3 caregivers for my** year old mom from the online service, care.com. We already had a morning caregiver that was hired personally. The 1st girl, left because she told us she was moving two hours away. The second girl, fell asleep and didn't hear my mom call her till the fourth time, she yelled, her oxygen nose piece had slipped part way out. I let her go. The third girl, was never a caregiver except to her grandmother. She seemed nice but didn't get along with out morning girl. While I was out of town, she verbally attacked our morning girl, outside on my moms front porch. Yelling and cursing, so that moms neighbors heard and checked with our morning girl to make sure all was ok. I called and lashed out at her, we both cussed. Wasn't right. I contacted care.com. They said they'd help me with emergency help. This morning they told me I was cut off from them and are sending me a refund. I need help bad and they terminated me. I have no help, I called to ask what happened but they wouldn't return my two calls. Girl that sent me email is named *******. Please help me I feel I was terminated for no reason, I didn't even fire the girl I had words with. Thank you

Desired Settlement: not sure

Business Response: We do apologize to *** ****** about her experience and assisted her with her concerns regarding another member and assisted her in posting a job looking to hire another caregiver from the site when she contacted our Member Care Center on 9/29/2014. 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.  Pursuant to the Care.com Terms of Use, we reserve the right to close an account for the above criteria with or without notice. When Care.com made the decision to remove her account, we notified **. ******.   At that time we immediately refunded her Premium Subscription.  Below is a copy of the transaction history for her convenience. ******************     09/30/2014 11:17:32     CREDIT   ********   ($39.00)     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 # ********.  not good enough, I did nothing wrong, I needed help so badly, and was kicked to the curb forNO reason at all.  Regards, **** ******  

10/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com does not clearly state that charges are renewed every month. It took me five months to even notice charges being applied to my account in the tune of $39.00 every month. I am a responsible human who p