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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:

  • 541 complaint(s) filed against business

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

  • Length of time business has been operating
  • Response to 541 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

541 complaints closed with BBB in last 3 years | 218 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 94
Billing/Collection Issues 306
Delivery Issues 10
Guarantee/Warranty Issues 0
Problems with Product/Service 131
Total Closed Complaints 541

Customer Reviews Summary Read customer reviews

938 Customer Reviews on Care.com, Inc.
Customer Experience Total Customer Reviews
Positive Experience 634
Neutral Experience 17
Negative Experience 287
Total Customer Reviews 938

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

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 SENIOR CITIZENS SERVICE ORGANIZATION TUTORING Employment Placement Agencies (NAICS: 561311)

Alternate Business Names
Care.com
Industry Tips

Care.com and Scams: How to Avoid Babysitting Scams

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

Customer Review Rating plus BBB Rating Summary

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

8/30/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/21/2015 Billing/Collection Issues | Complaint Details Unavailable
8/17/2015 Billing/Collection Issues
8/17/2015 Billing/Collection Issues
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
8/12/2015 Billing/Collection Issues
8/11/2015 Problems with Product/Service | Read Complaint Details
X

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. Norris 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.

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 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. Norris 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. 

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

Regards,

**** ******  

 

8/9/2015 Advertising/Sales Issues
8/7/2015 Billing/Collection Issues | Complaint Details Unavailable
8/3/2015 Problems with Product/Service
8/1/2015 Billing/Collection Issues
8/1/2015 Problems with Product/Service
8/1/2015 Advertising/Sales Issues
8/1/2015 Problems with Product/Service
7/30/2015 Billing/Collection Issues
7/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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
7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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 # ********. Please add your rejection comments below. 

[If you are rejecting the business's response please enter your rejection comments here.]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
7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/17/2015 Billing/Collection Issues
7/17/2015 Billing/Collection Issues
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 Restrictions

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.

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 Uses

By 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. 

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

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
X

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 discover 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 American Express.

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 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. 

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   Approved

I 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. 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.

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. 

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

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. 

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

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.sterlinginfosystems.com 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 Registration
In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

Consumer Response:

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. Horlick 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 Registration
In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

Consumer Response:

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 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.

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. 

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

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. 

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

Regards,

****** ******  

3/24/2015 Problems with Product/Service
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 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 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 department

I 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, John Barlow. 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 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.

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 (Meara). 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 (Zanne). 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. Schweitzer 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 Registration
In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

Consumer Response:

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)     Approved

Please 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 - Visa 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, 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 $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)     Approved

Additionally, 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)     Approved

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

Better Business Bureau:

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

Regards,

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

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 Registration
In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

Consumer Response:

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 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 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.

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

Better Business Bureau:

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

Regards,

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

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 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.  

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 sites
like 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. Hatter's 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
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 pays attention to these automatic renewals when signing up for anything, this was in no way apparent when signing up to use their services. Upon noticing these charges I promptly contacted care.com which by the way, has no telephone numbers to call only can communicate via email. I sent an email explaining that I was unaware of these renewals and was expecting a refund for four months (I obviously do not expect a refund for a month of use). I was refunded for one month because it was still in the current billing cycle but I was told they have a strict policy to not refund otherwise. If this was clearly and obviously stated when signing up I could understand this policy but it was not. I further researched and found that I am only one among many who have had this same issue with this company. I have sent a couple of other emails, all of which are saved. I had asked for my complaint to be escalated but received the same general response. They are an unethical company with unethical collection processes and I will not rest on this issue until I am refunded my money. I was even told that there was an option that I have opted put of to receive monthly emails to remind me of billing renewals, clearly if this was such an apparent option I, among others, would not be having the issue at hand. I am appalled and disgusted with this unethical collections process.

Desired Settlement: To receive refund for months charged of non use and for their unethical processes to be changed so others are not put in a similar situation.

Business Response: Please see attached document.

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a member of care.com seeking employment as a childcare provider. I have been contacted by another member of care.com via a text to my cell phone. I have since removed my cell phone number from general view. I replied to this job offer via email as requested. The intended employer gave the impression he needed care for his young child for a month and asked very few questions of me, just enough to sound legitimate and then directed me to receive payment in the mail and forward the additional portion of that to a "private seller". I explained that I'm weary of internet scams and that's when the intended employer challenged his ability to trust me, because if he can trust me with his child certainly he can trust me with his money. I am absolutely certain this is a scam. I was unable to find any form of contact information on the care.com website - no email to report this, no phone number for customer service. The only way I was able to find a phone number was to use the number provided for care.com through the Better Business Bureau.

Desired Settlement: I request care.com stop providing cell phone numbers of its members for any reason in order to better control these scams and prevent them. I would also like to see care.com providing obvious, easy to find contact information for customer service as well as a whole tab for the reporting of potential scams. If they can not attempt to protect their members I certainly want no part of this organization or their supposed services. I request that my viewing history - that is prospective employers that have viewed my profile -be reviewed and any potential scammers deleted from the website immediately, especially the scammer I was contacted by with the email address of***********@gmail.com who gave me the name ******* ******. If the member reviewing my profile had not posted a routine type position in the city of********** I want them deleted from care.com.

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 that she has provided us with this person's information, and see that she had also spoken to a representative here to report this person. Her report was immediately passed on to our Safety team to address. We give our members lots of tips 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 ensured 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

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 requested that care.com stop providing cell phone numbers of its members for any reason in order to better control these scams and prevent them. I used this site thinking I would be getting legitimate offers. So do the rest of your users. It is not craigslist. There are no warnings about sharing your phone number as you stare at the check box deciding whether to show or hide it from view (craigslist has a warning). I had not one single thought that this would make me a mark for some scammer because its a reputable site (my mistake). Guess what, no one else is thinking that either. Your members at care.com need better protection, so protect them from their own naive selves. Either put the warning right there when asked about displaying the phone number or do not allow the option and remove phone numbers from any display. Please put safety ahead of marketing!
I also requested that my viewing history - that is prospective employers that have viewed my profile -be reviewed and ANY potential
scammers deleted from the website immediately. This was not addressed in the response to me.

Regards,

**** ****

 

 

Business Response: We again apologize about this to Ms. **** in order to ensure her that we take safety very seriously on Care.com. Our safety team monitors the site round the clock for suspicious activity and removes it as soon as possible.  In addition, we have a Safety Center that we always encourage or members to review, which gives valuable pointers on how to stay safe when looking for a job on the internet.  Additionally, we send out occasional emails to our members alerting them to suspicious members and also giving them tips on common internet and fraud scams.  When Ms. **** contacted our member care center on 9/15/14, her report was immediately reported to our safety team who reviewed her full account history to take any safety precautions and actions as necessary.  We thank Ms. **** for her feedback and concerns and encourage her to contact us directly at any time.

9/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying for the past few months to cancel my subscription / membership because I was misled about the monthly fee. I originally tried to close my account in July via the website, which told me at the time that my membership was cancelled. However, I was billed again on 8/22 for the monthly fee. I went back to the website and discovered that my account was still active. I selected AGAIN to cancel my account, and took a screenshot of the cancellation page. However, I have received another monthly charge on 9/22. When I got back to the website, my account is still closed, but there is no customer service number anywhere on their website or any way to speak with someone. I did find a phone number via Google (************), but it is impossible to reach a live person, and the phone tree takes you in circles.

Desired Settlement: I want my membership to be completely cancelled (i.e. no more charges), and I want a refund for the two months that were erroneously billed to me (~$78). I have not used the site or even logged on since my original request (except to try and cancel for a 2nd time).

Business Response: We apologize for the frustration that Mr. ****** is experiencing with canceling his premium subscription.  He did correctly close two accounts listed under his name and email address.  We were able to locate another account under a different email address which was the one holding the premium subscription.  We have immediately downgraded the account to the free Basic Subscription for Mr. ****** and refunded back the charges to July.  Our customer service phone number is located in the Contact Us Now section for our members.  We apologize that he was unable to get through to us when he called or customer service number.  We have received feedback on our phone system and are working to address it to make sure that our members are able to contact us more efficiently.  Below is a copy of the transaction history for Mr. ******** convenience.

******************    09/26/2014 ********     CREDIT ****0020     ($39.00)     Approved
******************    09/26/2014 ********     CREDIT ****0020     ($39.00)     Approved
******************    09/26/2014 ********     CREDIT ****0020     ($39.00)     Approved

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

Better Business Bureau:

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

Regards,

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

9/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've tried registering an account MULTIPLE times and they keep asking me to verify addresses that are not mine and phone numbers that are not familiar. This is for a pet sitting/house sitting position. As a professional house sitter for over 20 years I have had many addresses over time, but I don't even recognize these and they only provide partial info to verify so I can't even look up what city they might be in. I pulled my own background report and NONE of the addresses they are asking for are on there. My real issue is getting remedy. It was ONLY through the BBB that I was able to even FIND a phone number for this CARE company. I've spoken with Sterling Info Systems, their background check company three times, but they absolutely have no information for me and actually gave me the number of a car dealer to contact Care.com. I have passed MULTIPLE real background checks without any issues, I hold a Masters in Criminal Justice and I have TONS of fantastic references. I'm the kind of professional they want representing them and I can't even REACH them.

Desired Settlement: I want the proper information updated that I can get verified and start working through them or I want the truth of their inability to provide even BASIC customer service to be documented.

Business Response: I do apologize if Ms. ***** has been having trouble enrolling with our website. We run verifications on all members of the site based on public record, and if the system is unable to verify a members name and address, they will not be able to create an account. I would encourage Ms. ***** to make sure she is using her current legal address when trying to enroll with the site. Unfortunately, if we cannot verify a member's information, they will not be able to enroll with the site. This is a safety feature built in to the site, and there is no way around it. If Ms. ***** has been using her current legal address and recently moved, I would suggest using her prior address. Once the account has been created, she can change the address on file to her current address. I sincerely hope this helps clarify the process of creating an account, and do hope that Ms. ***** is able to get started with the site. If she is still having trouble creating an account, I would encourage Ms. ***** to call us at ************, Monday-Friday, 10am-6pm EST so we can help troubleshoot the problems further.

9/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for care.com to find someone to watch my children for me while I was attending a meeting. The meeting was being held in ******* so I was trying to find someone local in ******* to come to my hotel and care for my children. My meeting was cancelled so I no longer needed to continue my account with care.com. I cancelled the account in June. Since I was no longer receiving email alerts from care.com, I assumed my account had been cancelled. This month, while reviewing the charges on my card I noticed that a charge from care.com in the amount of $39.00. I went back and reviewed my July and August statements and had been charged $39 for July and August as well. I immediately went online, and tried to sign into my account that I had previously closed in June, much to my surprise I was able to sign in and my account was still active. I downgraded my account and closed it. I waited for the confirmation email stating my account was closed and never received one. So I went back into the account and tried closing the account for a second time. After the second time I received the email stating my account had been closed. I contacted care.com via email (they have no phone number listed on their website). They responded saying that they would credit me the $39 for September but no credit would be issued for July or August. I requested a supervisor to call me and gave my phone number where I could be reached. I received another email from a different person at care.com, but I have no idea if it was a supervisor, another customer service representative etc. No title was given and still no phone number where I can reach a live person to discuss this with.

Desired Settlement: I am requesting a credit of $78.00 ($39.00 X 2 for the months of July and August). There was no activity on my account after June as I had closed the account and had not received any notification or indication that the account was still open.

Business Response: Please see attached document.

9/25/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: care.com pushes the "pre payment" of a background check when a person is registering to the website, when no one knows (customer or care.com) if the customer will even find a caregiver. Easy way for them to get money from new customers with a little hidden line saying "non refundable" to justify their unethical collection of money. They push a payment that in my case, because of the service of care.com being sub optimal, I didn't find a caregiver and didn't use the background check (you only know service is sub optimal after paying the membership). To put simply I just gave care.com more than 80 dollars for nothing, plus the other more than 80 dollars for membership. They don't even send an e-mail/receipt with the detailed cost after purchase, I had to look days later in my credit card statement to see how much I have paid.

Desired Settlement: I want to get back the background check money I gave, that would have been used in case I selected a caregiver. I didn't find a caregiver so the background check will never be done. Care.com did not spend a cent on this background check as it was never requested, therefore it is fair I get that money back.

Business Response: We apologize for Ms. ******'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 Ms. ******'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 Ms. ******'s account was set to renew on 11/24/2014, we have set the subscription to cancel on that date so that it will not renew for another 3 months.  If she does want her subscription to renew, she can cancel that in her Account and Settings or can contact us directly.

****************** 09/24/2014 11:14:59 CREDIT   ****8561  ($84.53)  Approved 

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

Better Business Bureau:

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

Regards,

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

9/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I initally signed up for a premium account with a one-month free trial on 8/17. After approximately two weeks, I decided I no longer wished to have a premium account, and tried to "downgrade" multiple times, but the downgrade page only turned up a blank screen. I tried from multiple platforms (web, android, iOS) and browsers (IE, Chrome, Firefox). All led to the same blank page. I even went so far as to submit a message to them from their customer service center. My card was still charged on 9/18 for a full $39.00, even though I made multiple attempts to "downgrade" and even wrote to them asking to downgrade me, since I was only able to reach a blank screen. I have seen other people make the same complaint, so I am led to believe that this is not just some fluke, and that they are purposely making the downgrade page inaccessable to people with free trials.

Desired Settlement: I would like my account downgraded and my card refunded the $39.00 charge.

Business Response: We apologize for Ms. ******'s confusion with the free trial promotional code she 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.  The should be reflected on Ms. ******'s bank statement within the 3 - 5 business days.  I have included the transaction history below for her records. 

****************** 09/24/2014 10:54:01 CREDIT     ****1580  ($39.00)   Approved 

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

Better Business Bureau:

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

Regards,

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

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the second time that Care.com has terminated my membership with them for no reason at all. It leads me to believe that they are a selfish, money-hungry business, and not one that is truly there to help children. This website was my lifeline to finding jobs in the area that I am about to move to. I got an email this morning stating that my account had been terminated for no reason, and that they were not obligated to give me a reason, or a response to my emails. These people are absolute cowards. If you have an issue with someone for WHATEVER reason, you should be an adult and address it. Not hide behind some bogus terms that let you discriminate against your patrons. I chose to have the free membership instead of a paid one because Care.com does not offer enough for me to pay for their services. Whether this is the reason or not, I feel I need to given a reason, as well as anyone else they do this to unfairly.

Desired Settlement: I would also like to have my account reinstated since there is no apparent reason or violation of terms that I have committed. Then, let the members know (who Care.com sent messages to to tell them that my membership had been terminated) that my account was wrongfully terminated, and that they apologize for the inconvenience. Their choice to send those messages out have already hurt my chances of getting a job.

Business Response: We do apologize to Ms. ***** about her experience. Pursuant to the Care.com Terms of Use, we reserve the right to close an account for any reason or no reason with or without notice. When Care.com does make the decision to remove an account, the member would no longer be eligible to have an account with Care.com. Ms. ***** was notified when her original account had been closed that she was no longer eligible to be a member. Per our Terms of Use, we are not required to disclose the specific reason as to why an account had been closed, and typically would not disclose this 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. 

[If you are rejecting the business's response please enter your rejection comments here:

Care.com needs to change their policies so as not to be able to hide discriminating practices behind a guilt-free veil. I will let everyone I know who is a paying customer of this site about how they run their business. It's bad enough that I know of SEVERAL complaints against Care.com for their  eceptive billing practices. I've referred all of my friends and family to a rival site since this incident, and will continue to do so until their policies are changed.

Regards,

******** *****  

 

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a caregiver on the care.com site for on and off, about 6 years. I had eleven five star reviews, references check and recorded references. I am a highly respected pet sitter, in fact I was # 1 in San Diego County. Then, I refused to continue to work for a person I met on care.com. I refused to work for the woman because she was abusive, cussing, and yelling at me. And a few days later, she had removed her 5 star review was replaced it with a one star review that was filled with lies. First Care.com printed the lies without even contacting me, except for the standard feedback that is listed below the review for everyone to see. I did not respond and directly requested the former client that her review fill with lies be removed. When she didn't remove the lies, I contacted care.com inc. So I email, care.com and asked them to remove the review that was filled with lies, and I can prove it. Care.com's response was to remove me from the care community. And then to damage my good name, care.com sent out an email to all my connections and clients implying that I did something un-ethical or illegal. It didn't say what "term of use" I violated and an email went out "slandering" my good name by implying that I did something wrong. The only thing I did wrong was buy into her sob story and gave her a second chance. Additionally, my clients got sent a letter which leads my clients to believe that 'I" did something dishonest or against good common sense. And all the members I had brought to the care.com communtiy. I have kept a copy of the letter, I can attach it.

Desired Settlement: I would like the site to be more respectful to it's caregivers and not print lies. Read the review before you post them on the site. And when a review is really bad, then it should be checked out before it is printed. Also, I would like care.com to use common sense when a 6 year client has eleven 5 star reviews and one changed from a 5 star review to a one star. Care.com needs to take care of its caregivers and protect them also. And to stop sending out a inflamatory letters to all "my connections" on care.com.

Business Response: I have looked in to Ms. ******'s account and do apologize but she will not be eligible to re enroll with Care.com. Pursuant to our Terms of Use, Care.com reserves the right to close an account for any reason or no reason, with or without notice. Once the decision to close an account has been made, that is irreversible. If we terminate a member's account, we have no obligation to notify them of the reason, if any, for the termination. Following any termination of any individual's use of the Site or the Services, Care.com reserves the right to send a notice thereof to other Registered Users with whom we believe the individual has corresponded. Our decision to terminate an individual's registration and/or to notify other Registered Users with whom we believe the individual has corresponded does not constitute, and should not be interpreted or used as information bearing on, the individual's character, general reputation, personal characteristics, or mode of living.
We do allow members of the site to post reviews on caregivers they have worked with or communicated with through Care.com. 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 and such authors are solely responsible for such content. As stated in the Care.com Terms of Use, Care.com has no obligation to remove any reviews or other information posted on the Site about a member or any other person or entity. If a member disagree with a review, he or she may post one rebuttal to the review.
I again apologize for this experience, and would encourage Ms. ****** to refer to the Terms of Use should she have any further questions regarding her account 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. 

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

Regards,

***** ******  

 

Business Response: I again apologize for Ms. ******** experience with Care.com. As was previously explained, her account has been closed and she will no longer be eligible to be a member of Care.com. We have also made note of her concerns regarding the experience she had with another member, and have passed these on to our Safety team to be handled accordingly. Once the decision has been made by Care.com to close an account, that decision is irreversible.

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.]

Again, Care.com did not do it's job.  Not only did I not received notification of what I had done stated in the "terms of use", I have complied and Care.com has not.  Additionally, Care.com sent out an email stating that Care.com had removed me.  And again they don't have to tell people I have connected with and even got onto Care.com, Care.com has slandered my name with each email they sent out to clients and potential clients "implying" that "I" had done something "unethical or underhanded"  I have been a professional pet sitter for 11 years and I have clients that I started with.  
Maybe Care.com will have to say more than, broke one of the "terms of use", and will not state why.  They don't state why, to try and cover.  It is a cheap trick for a business and I don't believe that Care.com should be on the BBB list unless grade is "F".  The company does not stand behind it's actions.  And I am willing to take them to court.  Small claims is five thousand to ten thousand maximum to claim, and the fees to file are really cheep.  Maybe I should contact all of Care.com's caregivers and give them an update along with the process for small claims.
I strongly suggest that BBB eliminated Care.com from it's list of business that do honest, respectable, with good business practices.  Care.com removed me from the Care.com community when I requested the "false review" be removed.  I had 12 5 star review and one that was changed from a 5 star to a one star.  The client changed the review when I refused to work for her.  I refused to work for her because she was abusive and undependable and often asked me to lie to her husband. And her husband, who was addicted to porn was home, I was to stay. 
Care.com does not but take money from the caregivers and worse they have taken direct action to effect my future income.  Care removed me when I asked that a review filled with lies, that i can prove.  I asked Care.com to look into, because they are publishing lies.  And I am willing to prove it in a court of law.  Care.com action of contacting my clients implying something negative about me or my service has effected my direct income and my future income.  
Please remove Care.com from BBB or a rating of "F".  Not once did they give me a direct answer just a standard "terms of use" do anything I want agreement.
I deserved a better answer than something in the "terms of use", I found many places where Care.com broke it's own "terms of use".


Regards,

***** ******  

 

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the last few months, I was taken off care.com as a baby-sitter/nanny for whatever reason they will not give me. I was hired by a family in my area for a service the family and I were not a good match and for whatever reason care.com has taken it upon themselves to close my account and will not let me open another one using my address, phone number or email. If i put one of the following up to make a new account it just gives me the following error message: We're sorry. We cannot create your account at this time. Unfortunately, we cannot create a Care.com account for you at this time. If you have questions about opening an account with Care.com, please contact our Member Care department. Error Code : ******* * ******* * ******* * ******* * ****** * ******

Desired Settlement: I would like to be able to do the job and go my separate way on care.com without this one family being held against me and not able to apply for new offers and jobs. It is one family's opinion and I don't deserve to be treated differently just because I wasn't a "good fit" for this said family who needed services.

Business Response: I have reviewed Ms. ******** case and do apologize, but Ms. ****** will is not eligible to be a member of Care.com. Per our Terms of Use, Care.com reserve the right, among other things and in its sole discretion to terminate a membership for any reason or no reason, with or without notice. Furthermore, when we terminate an account we are not required to disclose the specific reasons as to why the account was removed. The decision to close Ms. ******** account is irreversible, and she was notified at the time it was closed that she would no longer be eligible to be a member of Care.com. Should Ms. ****** have any further questions or concerns, I would encourage her to refer to our Terms of Use for any further 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. 

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

Regards,

***** ******    

Business Response: We do apologize for Ms. ******** dissatisfaction. However, as was previously explained Ms. ****** is no longer eligible to be a member of Care.com. Per our Terms of Use, we would not disclose the specific reasons as to why an account has been closed. Once Care.com has made the decision to close an account, this decision is irreversible.

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,

***** ******    

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/29/14 I submitted a payment to my Nanny in the amount of $688.03. Payment was processed and I was charged a fee for the service. Care.com reports that the payment was processed and is in an account at WePay.com. My Nanny **** ****** has set up an account with WePay but does not have access to funds. I have sent several emails and tried calling but can never get an actual person.

Desired Settlement: I want an actual person to call from Care.com so that we can conference in an actual person from WePay so that **** can get paid. I want a refund in the processing fee as well.

Business Response: I apologize to Mr. *** for this experience, and would be happy to explain the Payment center options and how our WePay feature works. I have looked in to both Mr. ***** account, as well as his nanny's account, and see from our end that his payment has been processed through to the nanny. While members can make the payments through their Care.com profile, they payment processes through a third party company called WePay. Both the family and the caregiver must have accounts set up with WePay, and WePay is the company that processes these payments. For information on the payment, or if Mr. *** is still seeing issues  with the payment, he would need to contact WePay and they would be able to give him any further information he may need. The processing fee on the payment is also on WePay's side. Mr. *** can contact WePay through their website at https://support.wepay.com/home or by phone at ************. I sincerely hope this helps clarify the WePay feature on Care.com and the status of the payment that he has made to his nanny.

9/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com has an automatic billing policy after you sign up to use their service. They also have a app you can download and manage your care profile from. However, you cannot downgrade your membership, nor can you remove your billing information using your app (though you can ADD a credit card). I find this to be an extremely shady business practice. This makes it unreasonably difficult for the consumer to downgrade his or her membership, potentially resulting in additional charges.

Desired Settlement: I would like care.com to fix their mobile apps and online access via mobile device so that customers can easily downgrade membership.

Business Response: I want to thank Ms. ******* for her feedback regarding our mobile app. We are always working on improving the app, the website, and the experience of all of our members. We are constantly changing and adding to the site and the mobile experience, and these changes are based on feedback from our members like this. I am more than happy to pass this feedback on to our Product development team.
I also wanted to confirm that Ms. *******'s account is set to downgrade at the end of her current billing cycle on 9/21/2014, and she will not be renewed for any additional months. I want to thank Ms. ******* again for providing us with this feedback, and should she have any further questions she can contact our Member Care department at any point for assistance or clarification on her account.

9/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Care.com to find someone to clean my parents home in November 2012. I only signed for one month. When my mother refused the service, I cancelled my service with Care.com. So I thought. I do not remember seeing the billing on my credit card statements. This year I could not get into my CitiCard account to view the transactions. on 3 September I did get into the account and found that Care.com had been billing me $35.00 since December 2012. I phoned Citibank who reversed six months of the charges, but stated that I had to send a letter to get the rest of the charged. I went into my email and found an email from Care.com 2 December 2012, stating that I had to update my credit card information in order to continue using their service. I did not update the credit information, because I did not need their service any longer. I phone Care.com and spoke with an employee names ***** who explained that it is a computer problem and I would have to take it up with my bank. I noticed it took me yesterday three times to down grade my account. I also noticed that the credit card ending in #****is a lost card number. in viewing the account, there was no credit card information just the last four digits. I could not remove the credit card information.

Desired Settlement: I request a refund for $490.00 from Care.com for unauthorized charges to my account.

Business Response: I do apologize for Ms. *****'s experience with the site, and if she was unaware of the Care.com autorenewal policy. All Care.com subscriptions do automatically renew until cancelled. It appears that although we had initially recieved a billing error when first renewing the account on 12/2/2012, the system does attempt to charge for a couple of days, and the charge did afterwards go through. I do understand the confusion, and that Ms. ***** had been under the impression that her subscription would cancel if she did not edit her billing information. As this is the case, we have refunded all charges since 12/2/2012 to Ms. *****'s account. Fifteen of these charges we were able to refund automatically, however some of the charges are now outside of the range where we can do so. We will be emailing Ms. ***** shortly to issue a check to her for the remaining six charges, and also including the refunds that have been processed today. While the card on file is no longer valid, the refunds will be processed back to the account that the card is associated with. I sincerely hope this helps, and apologize again for an inconvenience this may have caused Ms. *****. We wish Ms. ***** and her family all the best, and should she have any further questions regarding her account, she can contact us at any point.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently got involved with care.com and using a promo code, got a free month premium membership. I do not have the financial ability to pay the overpriced membership fee and went to downgrade my account before they charged me for a second month. However, when I went to downgrade the account all I got was a blank screen. I googled it to see if it was a common problem and it is. I then though, "well, I'll just delete the account then". When I couldn't locate the delete account function I again googled. I was in the right location. There is no option to delete the account. There is also no option given to delete credit card information. There is also no contact information provided on the site. You must get the number elsewhere. I also noticed, though it has not happened to me, that they delete accounts and do not provide a reason. I can understand not telling a customer who is responsible for, or requested, the deletion but not telling someone why is just ridiculous. It is extremely poor business practice and puts both parties involved at risk.

Desired Settlement: I would like to see the blank screen issue fixed, that an option to delete the account is operational, they include a link to a contact number online, that they give an option to delete credit card information, and that they start providing reasons for why an account has been deleted.

Business Response: We apologize for Ms. ******'s experience with the free promotional code.  As was stated when Ms. ****** had originally subscribed with this promotional code, it does bill for a second month and then gives you the option to cancel.  We would be more than happy to refund the renewal charge and downgrade the account to the free basic subscription as soon as it renews on 9/25/14.  If Ms. ****** would prefer we can also close her account on that date and she will not be billed.  We will be reaching out to Ms. ****** through email to see which option she would prefer and if she has any further questions she can get back in touch with us directly.  We do see that Ms ****** did reach out to one of our representatives on 9/17/14 and we just want to make sure that everything is clear about our policy with the promotional code she used.

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

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like for my account with the company Care.com to be closed to avoid billing.

Regards,

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

9/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Care.com for a one month trial where I was billed the correct amount on my credit card. I was using their service for the one month duration. The company has decided to continue to charge me and state on their website that they don't offer refunds of any kind for this matter. I didn't sign up for anything more but a one month subscription. The amount they billed my credit card is $41.92, I would like to get this charge reversed as I never signed up for the services. I would like to get the matter resolved and not do business with this company again.

Desired Settlement: I would love to receive my money back as I don't want their services nor did I sign up for extended services as they are claiming.

Business Response: I do apologize if Ms. ********** was unaware of our autorenewal feature. As was explained on the upgrade page when Ms. ********** had originally enrolled with Care.com, all of our subscriptions will automatically renew until cancelled. You can set a subscription to cancel at any point by selected the Downgrade option from the Account & Settings section of a profile. Per our Terms of Use, any charge within 30 days is eligible for a refund as long as it is the most recent charge on the account, and there hasn't been any utilization of the premium features of the account since the renewal. Ms. ********** is eligible for a refund on her renewal charge, which I have processed today. Additionally, I have cancelled her subscription immedaitely so there will not be any further charges on her account. I have included the transaction below for Ms. ************ records, and it should reflect back to her account in 3-5 business days.

******************     09/17/2014 12:37:14     CREDIT     ********    ($41.92)      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,

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

9/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We paid $59.00 for a Preferred background check for a potential nanny for our two young children. When we received the background check report, all areas came back clear except for Social Security number verification. The rest of the background check was public record searches that I had already completed thanks to ******. The piece we were relying on from care.com was the verification that the name we, and they, were searching, was in fact the person that was in our home. We have attempted to contact them 3 times and all attempts have been met with unsatisfactory customer service. We were told one time that they were "8 minutes after the end of their work day". Another time, we were told that none of the managers "would want to talk to us" about our issue.

Desired Settlement: Due to the fact that we did not receive the full background check we paid for and the complete lack of customer service, we are seeking a full $59.00 refund.

Business Response: We apologize to Ms. ****** for her experience and would be happy to clarify the background checks process and costs for her. All of our Background Checks are run through a third party company, Sterling Infosystems, and we offer resources on what specifically is included in each background check and how they are run in the Safety Center of our website.  The preliminary background check is our first level of background check, and comes free with a Premium subscription of the service. This check includes the Social Security Number verification, as well as a search in the National Criminal Database and the National Sex Offender Registry. We also offer three additional levels of more comprehensive background checks that our members can purchase. Ms. ****** had purchased a more comprehensive background check for $59 which includes everything in the preliminary background check, as well as a Federal Courthouse Records search and a State/County criminal record search. The Social Security Number Verification is part of the free, basic background check that Ms. ****** had access to with her premium membership. The Background check features of the more comprehensive check which Ms. ****** paid for are the Federal Courthouse Records search as well as the State/County criminal records search. As stated in the Safety Center on Care.com, the Social Security verification is a search of credit bureau and public records databases to determine what name or names are associated with a particular Social Security number. This is not a check of the Social Security Administration's databases. Because this is done based on credit history, at times the Social Security number can come back unverified if the member doesn't have enough credit built up with their specific name and social security number. This can happen in cases where the member is relatively young, if they have a recent name change, or if their name was entered in differently than it appears on their Social Security card (in the instance of hyphens, for example). Because the Social Security Verification is part of the free background check that Ms. ****** had access to with her premium membership, we would not be able to refund the Preferred Background check which she had paid for.
I did review Ms. ******'s experience with our Customer Service department, and see that she did speak to a representative regarding this case. At that time she asked to speak to a supervisor, and was informed that the business day had ended, but a supervisor would follow up with her the following business day. The following day, a supervisor did review the case and followed up with Ms. ****** regarding her concerns of the Social Security Verification. I do hope that this helps, and would encourage Ms. ****** to refer to the Care.com Safety Center should she have any questions or concerns about the background check that she had purchased, or about how the background checks are run.

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, they refer to a free background check, not a preliminary search.  There is a button labeled "preliminary search" in one part of their website.  On another section of the website, there is a button labeled "Get a Background Check".  There is no indication that the "preliminary check" is in fact a background check and they never refer to the free back ground check as a "preliminary check".   When you click on the "background Check" button, you are presented with three different options to pay for a background check.  This is very misleading.  
  Also, just because the "Preliminary Check" would have included a social security number search that would be unverified, does not relieve Care.com from providing the information they are collecting money for.  If I purchased a car and paid extra for a navigation system in that car and found out that the navigation system did not function properly, the car dealer would either fix that system or refund my money.  They would not tell me that the navigation system is actually included in the base model and therefore they are not responsible if it does not work.  Just because Care.com was not going to provide this for free, does not mean that they can charge us for it and then say that this lack of verification was offered free (disguised as something other than a background check on the website) and so they are going to keep our money.  This does not follow logic.
  The lack of customer care is very impressive as well.  I was told, very rudely, that I could not speak with a manager/supervisor because their day ended 8 minutes ago.  I was told that a supervisor would call me to discuss this matter further.  I never received a phone call.  I received only an email re-stating the unsatisfactory explanation as above.  That message had no last name in the signature, no phone numbers, no contact details at all.  When I called back to try and speak with someone so we could resolve this situation,  I was told that there was no one there who would want to speak with me about this because the case had been dealt with and that is their policy.   No one would even take 5 minutes to listen to my complaint and provide any justification for not even considering refunding my money.  

Regards,

******** ******  

 

Business Response: I again apologize for Ms. ******** dissatisfaction with the Background check that she had purchased. As was previously explained, we will not be able to refund the background check because the part of the check that she was disputing is different from the additional information on the check that Ms. ****** had paid for. The Social Security verification is included in the free preliminary verification check. All background and verification checks that we offer are clearly outlined in the Safety Center on Care.com, where we list everything that is included in each check as well as how they are all run. As we have explained to Ms. ******, the Social Security verification is a search of credit bureau databases, and if a member hasn't built up enough credit yet this may come back unverified.
We do apologize for Ms. ******** experience with our customer service team and do record all phone calls to our Member Care team for quality purposes. We have listened to these phone calls, and used them as coaching points to the representatives to ensure that our members are getting the best customer service possible. When Ms. ****** first contacted our member care team, she was informed that a supervisor was not available because the business day had ended, but that one would follow up by the end of the next business day. A supervisor at that time did review the case and follow up with Ms. ****** regarding it.

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 feel as though we are getting no where.  If the SSN is unverified, then the rest of the searches are invalid.  First names, last names and birthdates are available on line and are easy to find.  If someone claims to be *** ***** born on January 1, 1989 and you search a bunch of data bases with that criteria and don't find any issues, there is nothing in there that tells me that the guy that comes to my house is, in fact *** ***** born on 1/1/1989.  

Additionally, the phone calls referenced in this reply were either not screened or they screened the incorrect calls because I never called.  My husband had all the interactions with the representatives at care.com.  

It is very frustrating that we are still going back and forth on this issue.  It is eating up way more of my time than it deserves and has probably eaten up at least the $59 fee in care.com employee salaries that was earned from the initial transaction.  Please tell me how to proceed so that we can resolve this issue.  My expectations have not changed since my original message.  Thank you.  

Regards,

******** ******  

 

9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my Care.com account on June 12, 2014. I continue to be bill $42.12 every month for a service that I do not receive. I have emailed the company via there website contact page. I am currently holding to speak to a customer service representative and been holding for 15 minutes and I have moved from number 58 to 54 in line.

Desired Settlement: I would like to no longer be billed for this service. I request that my credit card be credited for the 3 months that I have not used this service. I wold also request free months service to compensate me for my time in having to correct a serious and careless error being made by this company.

Business Response: We do apologize for *** ******* experience with the site. I have located *** ******* account and found that she did close it on 6/12/2014, as she had explained. The account I found had never been upgraded, and there were no charges on the account. Upon further investigation, I was able to locate a second account that *** ***** had created which had been upgraded to our Premium membership. All of our subscriptions do automatically renew until cancelled, and it is clear that *** ***** had attempted to cancel this account on 6/12/2014. I have refunded all charges on *** ******* account that had been being billed, which is a total of 3 charges including one that had already been processed by our Member Care team. I have included the transactions below for *** ******* records. I do apologize to *** ***** for any inconvenience and hope that this helps. Should *** ***** have any questions in the future, I would encourage her to reach out to us at any point.
****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ******** ****************** ********** ******** ****** ******** ******** ********

9/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a trial period with Care.com. Before the period was up, I decided not to continue with a full membership; however, the website would not allow me to downgrade my membership -- it simply wouldn't load the webpage to do so. I contacted the Care.com team and on Sept. 7, 2014, received this message: Hi XXX, Your Care.com account was closed on 9/6/14. We're sad to see you go, but wish you and your family the absolute best. If you have any further questions or concerns, please visit our FAQ page. **** ******* ******* ******** ****** **** **************** ***** *** ****** ****** for tools and tips to help keep you and your family safe. Care.com Case Tracking Information (please do not delete): Case Number: ****************** **** ****** *** ****************************** However, my credit card was charged $39, the cost of a premium membership, on September 11.

Desired Settlement: I request that Care.com immediately refund the $39 and stop their unethical business practices.

Business Response: We have reviewed *** ************ account and do apologize for this mistake. I see that *** ********** did contact us and ask to have her subscription not renew on 9/5/2014, however this had not been taken care of properly. We have immediately cancelled her subscription today, and refunded the renewal charge of $39 that went through on 9/11/2014. The refund, although processed, may take 3-5 business days to reflect back to *** ************ bank statements. I again apologize for the inconvenience, and should *** ********** have any questions or concerns regarding her account in the future I would encourage her to contact our Member care team at any point.

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,

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

9/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Care.com offers a 1 month charge option - but it autorenews monthly with no advance alerts or email as to any subsequent charges beyond the first charge. So, until you find the charge on your credit card - you are not aware of the monthly forever charge. Then, to cancel you need to go through their Help function to find where to cancel. This way - they ALWAYS get a second month at their highest rate from subscribers. This is purposely and intentionally set up this way. It is obviously a high volume complaint as they have a screen telling you too bad that you have no recourse for charges made to your account as the autorenew information is buried in our documentation and you didn't write it on your calendar to go back to the site that you ordered a one-month service from to cancel it. There are no alerts or emails or notifications sent prior to charges being rendered. You only find out after they charge you again and then you are given no recourse for rebate!

Desired Settlement: I would like to have all autorenew charges refunded to me.

Business Response: We have looked into *** ******** account and see that the renewal charge has been refunded to her. I do apologize if *** ****** was unaware of our auto renewal policy, however as was clearly stated on the upgrade page when Ms. ****** had purchased her subscription, all subscriptions do automatically renew until cancelled. This full charge has been refunded, and *** ******** subscription is now cancelled. Should Ms. ****** have any further questions regarding her Care.com account, I would encourage her to reach out to us at any point in the future.

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,

**** ******

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They did a background check on me that i did not ask for and they did not have any of my personal information except dob,name. It came back bad on another person with similiar information on it. I do not have a bad background. They deleted my account. This was a few years ago and i didn't even realize i had a care.com account because it was not something i used anymore so when i got on the site to open an account last week it closed my account shortly after opening. After days of emails back and forth with a representative asking why, i was informed that it was do to a bad background check. She gave me a number to call to speak to a care.com representative. I spoke with her and the back ground company. She said that i was sent an email informing me of this, but could see that i had never opened it, which was over a year ago. After speaking with ********, the background verification company, the representative said she couldn't find anything on me and that she needed a control number and directed me back to care.com. When i called care.com back to get that information they informed me that there was nothing they would do and that i will never be allowed to have a care.com account. This is based on false information. And is a violation of my civil rights. I told her i would be glad to pay for a background check with my social and license number so they could see that the real me had no back ground but she informed me once again that i will never be able to have an account.

Desired Settlement: I would like a accurate background check ran on my name and i would like my account to be reinstated or be allowed to open a new account. This is costing me jobs and it is on wrong information from your company and from ********. It is also hurting my reputation for the market that i am in because if i were to find a job outside of your site and they wanted me to get on your site for payment or any other reason i would have to tell them that i cant and that would look like i have a bad record when i have a very clean back ground check. I will also be looking into the legalities of this.

Business Response: I apologize to *** ***** for any inconvenience. Pursuant to the Care.com Terms of Use, Care.com reserves the right to run periodic background checks on all of our members for the legitimate business purpose of protecting the safety and integrity of our Site and its users. If Care.com terminates a membership or access to the Site on the basis of information in a background report, we will notify the member and provide him or her the name and contact information of the consumer reporting agency that created the report. We will also provide him or her a copy of the report unless the consumer reporting agency has already provided a copy or access to it. In *** *****'s case, she was given the report that we had received by email, and was notified at that time that she had 90 days to dispute the case, or get the record expunged. She was notified that if no action was taken within that 90 day period, the account would be closed indefinitely and she would no longer be eligible to be a member of Care.com. *** ***** had taken no action on her account in that 90 day period, and she was then notified again that her account was closed and she would no longer be eligible to be a member of Care.com. This is a very strict Care.com policy, and *** ***** will no longer be eligible to be a member of Care.com. I would encourage her to refer to the Care.com Terms of Use should she have any further questions regarding this policy.

Consumer Response:

Better Business Bureau:
The notification was sent through email over a year ago and at the time i did not have a computer and was not checking my email so i had no idea of the false report on me. Your customer representative said herself on the phone that she could see that i had not opened the email in over a year. i did not even see it until i was on the phone with your background company and they asked me to open it which was just a week ago. I do not see how i can be banned from being a member on a false back ground check when you only notified me through email and can see that i never received that email. I understand you have policies but in this case it is very wrong to deny me membership especially when the back ground you ran is not my background and the notification was through an email. That is not a legitimate way to notify someone especially seeing mail can go into a junk folder and someone would never be able to see it.  This is discrimination and you are affecting my rights and i will be looking into that further with other government agencies. 
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 

***** *****

 

 

9/5/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went on Care.com to browse. I provided my email and received a confirmation email. I did not confirm the email. Instead, I unsubscribed from all future emails. In the last week I have received 13 emails. When I try to unsubscribe, it says I am already unsubscribed. The emails need to stop.

Desired Settlement: I cannot stop the emails if the unsubscribe button does nothing. Fix it. I have said I do not want any more emails.

Business Response: I apologize to Ms. ***** for any inconvenience regarding emails that she has received from her Care.com account. We sent out a variety of emails to our members meant to help assist them through the hiring process, but we do understand that some members would rather not receive these type of messages from us. I have confirmed that Ms. ***** has been unsubscribed from all marketing type emails from us. I would like to point out that regardless of a member's email preferences, they will continue to receive administrative emails from Care.com, including message notification emails. These emails are required for the administration and maintenance of your account. This would include emails if Ms. ***** were to get a new message on her Care.com account, as well as occasional administrative emails that may be regarding the status of her account. If Ms. ***** no longer wishes to have a Care.com account, we would be happy to close her account for her and she would then no longer receive emails or notifications from us. If she is no longer looking for a caregiver, we would also be happy to close her job posting, and she would then stop receiving applicants to her job and her email or message inbox. When someone selects the unsubscribe button at the bottom of an email, it can take about a day for that to go into effect as well. I do hope this helps clear up any confusion regarding Care.com emails, and wish Ms. ***** all the best in her search for care.

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

Better Business Bureau:

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

Regards,

***** *****

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

Complaint: I am 39 weeks pregnant, and decided to browse care.com late Friday evening because my husband and I had just found out hours earlier the sitter we had found through a work colleague has stolen from us. I tried to sign up for the free membership, and somehow my credit card was charged for an upgraded membership which I did not want or agree to. When I contacted care.com the first person I spoke with told me she couldn't help me, and proceeded to call me a ***** How she is not fired at this instant befuddles me! Approximately 5 hours later I received an email from a woman at care named *****- member care supervisor, and she is unwilling To reverse any charges because she states that I agreed to the upgraded membership which I did NOT. This all transpired Friday evening---4 days ago. I want my 39.00 back to my visa IMMEDIATELy- one because I did not authorize this charge and two because of the terrible rudeness I've received from their customer service team. I am due to have a baby boy August 27, and I need my money to purchase him diapers. This is a disgrace- please please help me with this matter.

Desired Settlement: I would like my credit card refunded immediately- as I did NOT agree to pay for an upgraded membership and I need this money to buy diapers. Thank you for your help.

Business Response: We have reviewed *** ****'s account and apologize for any negative experience she may have had with a caregiver in the past. When *** **** 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. After *** **** had upgraded, she had sent out several messages to members of 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 *** **** 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.
We do apologize if *** **** had a negative experience with a customer service representative, and would like to confirm that we do record all phone calls to our customer service department for coaching and quality purposes. We have pulled the call that *** **** is referring to, and will address all issues in the call with the representative directly to ensure that our members are receiving the best Customer Service experience possible. We value all of our member's opinions, and would never want a member to have a negative experience, especially when speaking to us directly.
As a courtesy, we have issued a 20% refund to *** ****'s account for a total of $7.80. This credit will appear in *** ****'s bank statements in 3-5 business days. Unfortunately, there are no further refunds that we would be able to issue on the account. *** ****'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 *** **** and her family all the best in their search for care.

Consumer Response:

 

I am absolutely disgusted and dissatisfied with this response. I NEVER agreed to pay any amount on a FREE trial period. I want my money back immediately. Otherwise I will consider this fraud and take every action I can in deterring all my friends from care.com most of whom are new mothers looking for care. This is absurd and unjust and as stated above I will take every action possible to recover this money care.com has stolen from me including if necessary speaking with my attorney. This is not about a dollar amount it is about the principle,

 

 

 

8/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

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

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

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

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

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

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

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

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

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

Desired Settlement: Refund in the amount of $156.00

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

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

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

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

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

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

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

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

8/5/2014 Billing/Collection Issues | Complaint Details Unavailable
8/5/2014 Billing/Collection Issues | Complaint Details Unavailable
8/2/2014 Billing/Collection Issues | Complaint Details Unavailable
7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for the service provider aspect of care.com. After a couple of days of applying to jobs I thought upgrading my account would help me get jobs. After I paid for the upgrade, my account was not approved. Since my account wasn't approved I asked for a refund. This all accrued in the same day. Customer service refused to give me a refund and said they wanted me to upgrade to a business account. They said try would not charge my account any longer, but I had already cancelled my account, I was requesting a refund. I told the company I would wait 3 days before report this situation I had no more contact from care.com. I would like a refund.

Desired Settlement: A refund of my payment

Business Response: I do apologize for any confusion regarding Ms. ****** account. I have reviewed the account, and do see that it had been rejected because Ms. **** had been advertising as a business. I have refunded the subscription charge on Ms. ****** account, and if she wishes to create a business account on Care.com to advertise her services I would encourage her to do so. Additionally, I have cancelled the subscription on her account so she will not be charged again in the future. The refund will be processed back to Ms. ****** account in 3-5 business days. I do hope this helps, and should Ms. **** have any further questions regarding her Care.com subscription, she can contact us.

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,

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

7/29/2014 Billing/Collection Issues | Complaint Details Unavailable
7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: if the charge was dismissed by court- you do need to have the item expunged from your record before Care.com is able to accept membership from youIn 2012 I opened a care.com account. My background check was done, and I had unauthorized use of a motor vehicle on my record. The charges were dismissed and I was not charged with anything. In 2013 I closed out my account after I was told by a care.com staff member I could reopen my account to get "child care services" off of my services provided, and just have senior care. Since then care.com has used my record against me to not allow me to open an account saying that I have to get my record expunged before my membership will be accepted. I was never convicted of anything, *****, a member of care.com stated, " The same record I had in 2012 without any problems on my account is now being used against me. Care.com is stating that I did not resolve issues with the account, when there were no issues with my account in 2012 which I had for a year without it being closed.

Desired Settlement: To reopen my care.com with my same record as it was in 2012, without any problems. My account was in good standing and fine from 2012-2013 when it was closed.

Business Response: I do apologize for Ms. ****** 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. 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. ****** original account was opened in 2012, and she was notified at that time that her account was put under suspension. In November of 2012, her account was closed, and she was notified that she was no longer eligible to be a member of the site. She did then create a new account, which was also closed pursuant to this policy. I again apologize, but as was stated and 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.

Consumer Response: my account was never closed in 2012. It was closed in 2013 because I closed the account due to an error on the account stating that I had child care on the account. I was told by care.com staff that I could reopen my account. When I tried to reopen my account in 2013 my background, the same background in 2012 was called into question. I never had or have any convictions on my account. I have had the same information is to when I had my account in 2013. Which was not closed until 2013. Care.com is lying about the account history. Regards, ******* ****  

Business Response: I again apologize for Ms. ****** experience. However, we did look in to her account history as well as the history of previous accounts that Ms. **** had with us. Our records show everything that was stated in my previous response. Ms. **** was originally contacted on her first account on 8/9/2012 regarding her account, and notifying her that a record did appear on her background check and the account was being suspended. She did not take an action on the account, and after 90 days on 11/7/2012 she was notified that her account was closing and she would no longer be eligible to be a member. I would encourage Ms. **** to review her emails from those date ranges, and again review the Care.com Terms of Use for any information regarding our policies with Background Checks. I again apologize, however this is a very strict Care.com policy and the decision to close Ms. ****** account cannot be overturned.

Consumer Response: Care.com is continuing to lie. My account was closed by me in 2013 because I had child care on the account. Care.com stated I could close the account then reopen it and just have senior care. Now they are lying saying I only haf the account for 2012. My criminal record which I was never convicted of is being used against me. The same record I had when I first opened my account the same records that were on my account while I had it from 2012-2013. I demand to have his over turned this is redicolus. Regards, ******* ****  

7/29/2014 Billing/Collection Issues | Complaint Details Unavailable
7/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I needed to find a nanny for my kids. I signed up for care.com to find providers providing the service. On signing up for their service for the month i needed to find a nanny. I got billed for 2+ years! and never received any emails for the charges applied to my card by care.com. They are sneaky about charging users and take advantage of users who need to find help service. Upon calling them to complaint i was told that i chose to not receive emails. Probably that was for promotions which i do not want but if they are charging they should intimate the user clearly. Care.com has a clear issue with the way they bill consumers of the usage of their services.

Desired Settlement: I can understand them charging for the months i have used their services but the rest they should refund. They must have a clear way to inform the owners on billing when charging for their services.

Business Response: Please see attached PDF.

7/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In December 2013 I opened an account in search of a second nanny. When presented with the account options, I chose the one-month option as I was expecting to find a nanny quickly. In fact, I did find a nanny through care.com before the end of the month and hired her for several months. Only after that nanny left and I went back to care.com to search for a different nanny did I find out that I was in fact billed for every month since December 2013 through May. I find Care.com's advertising ********* and *********** Care.com clearly presented three options as "one month", "three months" and "annual". Nowhere did it say that the account will automatically renew unless I downgraded the account. It makes no sense for anybody to select a one month membership and then be billed for 4 additional months without using the account during that time. Care.com could see that the account was no longer being used and still continued to bill. At no time did they try to contact me to let me know that the account is continuing to be billed and to check the status of the account. When I tried to contact care.com, I got no response.

Desired Settlement: I expect care.com to refund me for the months where the account was billed without my permission beyond the initial payment. Note - we did use care.com again in June 2014 and I do not expect to be refunded that amount. But amounts billed in January through June should be refunded.

Business Response: Please see attached PDF.

7/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used a coupon to receive access to care.com and since then, my account has been auto-renewing and I've been paying monthly for nearly 2 years. I used the website once over a year ago and haven't used it since, all the while being charged. This is partly my fault for not more carefully reviewing my credit card every month but each time I saw a care.com charge on my statement, I believed it to be a quarterly charge, as I had been paying quarterly in the past. Care.com auto-renews yearly and you cannot cancel in the middle of a year. If you request that your account be deactivated in February but it auto-renewed in January, then you are still stuck paying $12/month until the following January! When a customer service manager contacted me per my request, she offered to refund 4 months of charges, since my last auto-renew, but they still charged me -- unauthorized -- for the previous year! I believe they are taking advantage of customers and, as another complaint pointed out, there is no way to delete your credit card information from their website without entering another credit card number.

Desired Settlement: Refund my charges to the time I last used care.com, which was approximately one year ago.

Business Response: Please see attached PDF.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint about Care.com is about individuals contacting to obtain information including bank account to "deposit money".This individuals already have my address, name, email address, phone number.The first one contacted me and stop communicating when I refused to provide my bank account info.The first one under the name of ****** ******, the second one under the name of ******** with exactly the same story about the husband and child dying in a car accident.Care.com is not doing anything regarding this matter. I already sent a complaint, and no questions have come to me from them.here is some of the writting from this people:I lost my husband and a 4months old baby in December. It was my late husband`s birthday and he decided to take the kids out while i was still at work. *** happens to be the only survival from the accident but he currently uses a wheelchair. I have had terrible times in the last few months and this is one of the reasons i have decided to move to Los Angeles because staying here brings back some sad memories. Kindly be honest if you have experience with childcare because i want the best care for ***. I`m hard of hearing and can only communicate via writing, reading lips or text messaging. I hope that isn`t a problem?i wouldn't want to get stocked with my Son on arrival so i`m willing to make a deposit to you ahead of time to ensure a secured appointment to avoid disappointment. The total cost of your pay per weekend is $252($18/hour x 7hours/day = $126/day x 2days). I hope i can issue your first week deposit check with the below information. ******** ************ ***** **** ****** ** ******************.

Desired Settlement: Just for care.com to pay attention to complaints and give some explanation and investigate this matters. I am sure I am not the only one exposed to this kind of scams.please contact me if more information is needed.thank you******** ********

Business Response: I first would like to thank Ms. ******** for her concerns, and want to confirm that Care.com does take all 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. I would advise Ms. ******** to never give someone her personal information unless she has met and spoken with them in person, and is sure that it will lead to a legitimate job opportunity. I do see that Ms. ******** has contacted our Member Care team with this person's information as well, and if she has any further information she would like to send I would encourage her to continue reaching out to us.

7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I have used Care.com to find a baby sitter back in 2012 first time, during that time I enrolled for a membership and was charged fee and it keep Auto renewing. Once I found the Babysitter , I cancel my subscription. I have been charged since 2012 every month full membership fee. I am not even using the services. I don't keep hiring new baby sitter everymonth. Care.com does not send any bills, no email, no monthly auto charge email is sent. It is very difficult for anyone to remember if they have enrolled or cancel the membership for years.. I have tired calling them many times and all they are saying is they can return max 1 month fee but I have been charged for 15-20 months of fee$40 . This is a wrong business practice where customer gets no notification of billing or charges done.. Even if someone cancel the membership it auto renews and then customer service does it themselves. please help here and get our money back.

Business Response: Please see attached document.

7/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid $12 to have Care.com conduct a background check on me to validate my social security number & my identity. I did this on July 17th. On July 18th I received an email from them stating that I was removed from the website. I find it suspicious that they did this after taking my money but didn't state why. I was a member of this site for 2 months before paying anything & now all of a sudden, I get booted off & can't sign in. I don't know if they did the background check or not as I can't be notified with my account terminated & I feel like I got ripped off.

Desired Settlement: I want my $12 refunded to my card

Business Response: I do apologize to Ms. ****** about this experience. I have looked in to her account and see that the account had been closed in error. I am very sorry about any inconvenience, and we would be happy to assist Ms. ****** in recreating her Care.com account. In addition, we can offer Ms. ****** a free month of premium membership, which would include the $12 background check she had purchased on her previous account for free. We will be reaching out to Ms. ****** by email to assist her in recreating the account, and for further information on how to activate her free month of Featured membership. I hope this helps, and if Ms. ****** has any further questions I would encourage her to reach out to us by email or phone at any point.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will also be monitoring my banking statements to see when my card is refunded the $12 I spent on my previous account.

Regards,

***** ******

7/23/2014 Billing/Collection Issues | Complaint Details Unavailable
7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I closed out my original account out for my own personal reasons. Apparently this site takes offense to something like that because when I created a new account a few months later they decided to delete that account. This company believes that they do not need to explain to people why their accounts are deleted and can also delete one's account for NO reason at all...which suggests that they are an overly sensitive organization. I do not care that they gave me a refund, I care that they are tarnishing MY reputation in the process. I created another account after they deleted the one I was using...which they promptly deleted as well. They informed me that I am ineligible to use their site because they CLAIM that THEY deleted my original account. This is a load of crap. *I* deleted my original account. The ONLY accounts that THEY deleted were the two this month - the one I had been using since April and the one I made the other day. I have done NOTHING wrong. I have violated NO TOS...unless it is written somewhere that causing them butthurt is grounds for being banned from their site that is. This company is a joke and a ripoff. I could understand banning me from the site if I had misrepresented myself, had a bad background check come back, or had received numerous complaints on my person. NONE of this happened. Care.com wants to pretend that they're the end all when it comes to caregiver job postings and the only tragic thing about all of this is that they are more commonly used than any other caregiver sites. Tarnishing my reputation is going to make it difficult for me to find any new caregiver jobs because Care.com decided that it was inappropriate of ME to delete MY OWN account. And yes, I say tarnishing my reputation because their own TOS states that while they do not have to give ME a reason for deleting my account, they are WELL WITHIN THEIR RIGHTS TO CONTACT THE FAMILIES I HAVE BEEN IN CONTACT WITH TO TELL THEM I WAS REMOVED FROM THE SITE. Defamation of character is illegal and I promise I will sue this company if I find out that they have said ANYTHING negative about me to any of the families I was previously in contact with.

Desired Settlement: I want this company to not only apologize for their BS manners of running a business but to also reinstate my account and to INFORM THE FAMILIES THAT I HAD BEEN IN CONTACT WITH that they deleted my account as a means of retaliation for parting ways with them at the beginning of the year OF MY OWN ACCORD. They need to inform the families that *I* did nothing wrong.

Business Response: 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 Registration In any event, Care.com reserves the right, in its sole discretion, to terminate your access to all or part of the Care.com Site, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your registration in Care.com, for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

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

Business Response: I do apologize again for the experience that Ms. ******** had. However, this is a very strict Care.com policy that is clearly stated in our Terms of Use. 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. 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 would encourage Ms. ******** to refer to our Terms of Use for any further questions regarding this matter.

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

7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

Business Response: Please see attached document.

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

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

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

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

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

Consumer Response:

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

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

Desired Settlement: Refund of $39

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

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

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

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

Business Response: Please see attached document.

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

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

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

Business Response: Please see attached document.

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

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

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

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

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

6/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

Consumer Response: Kathlyn ******

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

Complaint: see attachement

Desired Settlement: Unspecified

Business Response: Please see attached document.

Consumer Response:

 

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

 

*** ***********

 

 

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

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

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

Consumer Response:

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

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

 

6/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

Consumer Response:

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

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

Consumer Response:

 

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

 

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

6/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

Business Response: Please see attached document.

Consumer Response:

 

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

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

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

6/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

Consumer Response:

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

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

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

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

Consumer Response:

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

 

 

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

Consumer Response:

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

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

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

Desired Settlement: Refund of $78

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

6/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Desired Settlement: Refund of $1260.

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response: Please see attaching PDF.

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

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

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

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

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

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

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

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

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

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

Business Response: Please see attached PDF.

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

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

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

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

Very disgusted that a company can get away with this!  

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

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

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

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

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

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

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

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

Better Business Bureau:

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

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

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

Better Business Bureau:

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

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

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

Better Business Bureau:

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

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

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

Better Business Bureau:

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

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

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

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

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

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

Consumer Response:

 

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

 

 

 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Desired Settlement: $185.25

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

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

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

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

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

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

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

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

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

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

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

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

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

Desired Settlement: I should be refunded my $45.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response:

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


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


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

Consumer Response:

 

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

Regards,

 

 

 

Business Response:

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

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

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

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

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

Desired Settlement: Credit refund of $312.00

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


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

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

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

Desired Settlement: credit for 30 months of $30 payments

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

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

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

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

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I contacted the supervisor and she was of NO assistance. 

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

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

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

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

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

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

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

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

Consumer Response:



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


 

 

 

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

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

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

Consumer Response:


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


 

 

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

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

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

Consumer Response:

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

 

 

 

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

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

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

Consumer Response:

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

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

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


 

 

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

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

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

Consumer Response:

 

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

 

 

 

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

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

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

Consumer Response:


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

 

 

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

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

Desired Settlement: I want a full refund of money.

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

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  

The email associated with the account is *****************

 

 

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

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

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

Consumer Response:




this response is some serious **. My complaint is in regards to Care.coms illegal auto renewal policy not a misunderstanding of terms. Until Care.com addresses the real issue I will continue to ***** and ******** and post in regards to this issue. 

 

 

 

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

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

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

Consumer Response:

 

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

 

 

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

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

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

Consumer Response:

Better Business Bureau:

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

 

 

 

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

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

Desired Settlement: $39 membership fee refund

Consumer Response:



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



 

 

 

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

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

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

Consumer Response:

 

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



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

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

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

Business Response: Please see attached document.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Desired Settlement: FULL refund for $64.36!

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




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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response: Thank you for your response and for taking the time to share your concerns.  Care.com offers four levels of background checks (Preliminary, Preferred, Preferred PLUS and Premiere) to help you make more informed hiring decisions; however, the unfortunate reality, is that no background checks are 100% accurate or complete. There is no centralized database encompassing all criminal convictions, charges, arrests, and violations across Federal, state and local lines. Additionally, online databases that are used to perform these checks may only be updated periodically, therefore, sometimes missing or omitting recent criminal record charges. Furthermore, each jurisdiction decides what information is reported to those databases. Background checks are an important step but should only be used as part of