BBB Accredited Business since

SitterCity, Inc.

Phone: (888) 748-2489 Fax: (312) 264-0263 20 W Kinzie St Ste 1500, Chicago, IL 60654 View Additional Email Addresses http://www.sittercity.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that SitterCity, 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 SitterCity, Inc. include:

  • 73 complaint(s) filed against business

Factors that raised the rating for SitterCity, Inc. include:

  • Length of time business has been operating
  • Response to 73 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

73 complaints closed with BBB in last 3 years | 25 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 42
Billing/Collection Issues 13
Delivery Issues 2
Guarantee/Warranty Issues 3
Problems with Product/Service 13
Total Closed Complaints 73

Customer Reviews Summary Read customer reviews

6 Customer Reviews on SitterCity, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: January 24, 2003 Business started: 05/01/2001 Business started locally: 05/01/2001 Business incorporated 06/26/2006 in DE
Type of Entity

Corporation

Business Management
Martin Clifford, CEO Mr. Andrew Conrad, VP of Operations & Strategy Ms. Noami Sachs, COO Ms. Stephanie Schutt, Manager of Member Services
Contact Information
Principal: Martin Clifford, CEO
Customer Contact: Ms. Stephanie Schutt, Manager of Member Services
Business Category

Nanny Service Sitting Services Tutoring Home Sitting Services Senior Home Care Pet Sitting Services Baby Sitters Day Care - Adults Child Day Care Services (NAICS: 624410)

Alternate Business Names
SitterCity.com

Customer Review Rating plus BBB Rating Summary

SitterCity, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 20 W Kinzie St Ste 1500

    Chicago, IL 60654 (888) 748-2489

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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)

2/2/2016 Billing/Collection Issues
1/8/2016 Billing/Collection Issues
1/4/2016 Billing/Collection Issues
12/21/2015 Billing/Collection Issues
11/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signe up for ONE MONTH service with sitter city.com and turned off automatic renewal. SIttercity.com continued to bill me anyway, $35 per month, which put me over my credit limit on my credit card. The website makes it impossible to reach them to deal with this issue.

Desired Settlement: I mostly want this complaint to be posted for the public to see and to be advised about this company's deceptive business practices.

Business Response:

Hi *****

Thanks for reaching out and I apologize that you were unable to get a hold of our Member Services team.  

I reviewed your account and it appears that you registered under our monthly subscription. All of our memberships are Subscription based and automatically renew, as stated on the registration page. Keep in mind, you are able to turn this off at any time by going into your Account Settings and selecting "Downgrade to Basic."

This email confirms I have gone ahead and cancelled your Premium membership today and you will not receive any additional charges moving forward.

We have also processed two refunds in the amount of $35.00 each, which you can expect to see on your billing statement within the next 3 - 5 business days.

If you need anything else, feel free to reach out. We're here to help.

11/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up they misled me and charged me $70 every three months. Unclear when you sign up. I just wanted to sign up for 3 months and $70 but they ended up charging me every three months. Watch out when you sign up! Never got serious sitters on that site. I found a sitter elsewhere. Not trustworthy site.

Desired Settlement: Just inform business bureau

Business Response:

Hi *********

I reviewed your account and it appears that you registered under our quarterly subscription. All of our memberships are Subscription based and automatically renew, as stated on the registration page. Keep in mind, you are able to turn this off at any time by going into your Account Settings and selecting "Downgrade to Basic."

This email confirms I have gone ahead and cancelled your Premium membership today and you will not receive any additional charges moving forward.

I have also processed an additional refund in the amount of $70.00, which you can expect to see on your billing statement within the next 3 - 5 business days. At this time, you've received a total of $140 back in refunds for your renewals.

If you need anything else, feel free to reach out. We're here to help.

10/19/2015 Advertising/Sales Issues
9/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have signed up for sittercity membership in May and shortly after I did not find their services helpful. I called in May to cancel their membership and the person who was on the phone said they did it. However, to my surprise, they continued billing me till now and have never cancel my membership. I was able to get a hold of the customer rep and discuss this with them today( 8/27/2015) and they have told me that they would issue me a credit for July and August. I did not use their services after my 1st month expired so I wanted them to issue me a credit for June as well, which they refuse. Their are saying that I have used their web-site but I have not.

Desired Settlement: I want a full refund for the month of June in the amount of $35.

Business Response: Initial Business Response /* (1000, 6, 2015/09/14) */ Hi Ljubica, Thanks for reaching out. At this time I have gone ahead and processed a refund of $35.00 for your June monthly charge. You can expect to see this refund post back to your credit card statement in 3-5 business days. Your account is completely cancelled and will not be billed going forward.

8/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I did a one year premium subscription in Summer of 2013 that did not state anywhere that my credit card information will be kept on file and I will be automatically charged for yearly renewal. Sitter city never sent any alerts in 2014 and 2015 that I will be charged and my membership will be renewed. There was never any receipts e mailed. I actually never realized I was charged $95 on 6/30/2014. They charged me again $95 on 7/1/2015. The only way I figured it out, by receiving today on 7/30/2015 my credit card bill that showed the charge. I had no idea they still had my CC information. Pretty scary! I did go to sitter city website and figured out they have me on automatic renewal. The only way a customer could figure out they are on automatic renewal if they actively look for it by asking the question under help, or decide to change their account to basic no fee account. If you just go to the account settings it will not mention it or hint to it. More so, their website help section guide to ask for a refund under the question "I forgot to cancel my subscription and ask for a refund?" States that for a full refund you have to cancel in 5 days from charge! But, this is a credit card charge so really the client is not going to notice it until about 30-35 days down the road. I did send them an e mail tonight asking for a full refund both for 2014 and 2015 charges totaling $190. After reviewing the BBB records of so many billing complaints, I know now this is a common issue for sitter city. I wish I knew that before 2013.

Desired Settlement: Full refund as stated above. In addition, they should make it very clear on the account setting page with a check/uncheck box that an account is on automatic renewal. It should be of course unchecked so an "active" choice by a customer to avoid "deception". They should send alerts before charging and an e receipt post charging. They should also have an easier account cancellation choice on the same account management page. To me it all feels like an intentional effort by sitter city to make it difficult to navigate any choice against auto renewal and account cancellation. The fact they do not send e receipts is highly suspicious for intention to mislead and hide repeated charges. I think sitter city is opening itself for a "Class Action" lawsuit by a large numbers of clients for deceptive business practices. An apology would go a long way too. They are in the business of indirectly caring for children, so just not a great feeling of trust with these business practices.

Business Response: Initial Business Response /* (1000, 6, 2015/08/20) */ Hoda reached out to our Member Services team on July 30th, see emails below: Hello, I did a premium subscription with your services on July 2013. I never agreed to be on automatic renewal. I just noticed when I got my credit card bill today that you actually charged me in July 2014 and now in July 2015. (I signed in and reviewed my account and you definitely do not make it clear you intend to keep subscriber credit card information and charge them automatically without informing them!). This is unacceptable. You never send me a bill or an e mail alert in 2014 or 2015 to alert me you still have my credit card and intend to charge me. I have not used your website or services since the summer of 2013. This is a serious matter that reflects very poorly on your business practices and leads someone to believe you handle your sitter services with the same level of deception! Please have someone in a management position call me ASAP. I expect you to close my account immediately and make sure you do not keep any of my information, specially my credit card information. Name Hoda ****** Cell ************. E mail ******@aol.com I would ask that you give this matter immediate and serious attention. Thank you, Hoda ******* Hello, I would like to add that I am formally requesting a full refund for both 2014 and 2015 charges, a total of $190. In reviewing how you set up the manage account/account setting, someone would not actually guess they are on automatic renewal until they actively either look for it or try to change/cancel the subscription. And with you not sending an alert before charging or a receipt after you charge, the only manner someone could pick up on the charge if they carefully review their credit card bill. What is even more interesting is how you answer the request for refund if someone supposedly forgot to cancel their subscription and the 5 days rule: so in my case you charged me on July 1st without notifying me. I received my credit card bill today on July 30, and now you talk about pro-rating based on the 5 days rule. (very slick). What is scary, I was recommending your site to so many people but never even thought I was still being charged and still had an active subscription. I would say, I used it in 2013 and although I never hired anyone through it, I thought it was good. Unbelievable! Shattered trust! Hoda Mobile: (630) 453-7590 On July 31st a Member Services team member responded to Hoda's emails, see below: Hi Hoda, We appreciate you taking the time to reach out to us. I reviewed your account and it appears that you registered under our annual subscription. Since all of our memberships are automatic renewal subscription based memberships, they will continue to renew until canceled. This is stated on the registration page. Keep in mind; you are able to turn this off at any time by going into your Account Settings and selecting "Downgrade to Basic." Because there is no record of cancellation for this membership, your annual subscription did continue to renew. This email confirms I have gone ahead and cancelled your Premium membership today and can confirm that you will not receive any additional charges moving forward. Typically without a record of cancellation, all we are able to issue is a prorated refund of the most recent charge. However, i was able to get the full refund of the most recent charge approved for you today as a courtesy. You will receive one refund of $95.00, which you can expect to see on your billing statement within the next 3 - 5 business days IF you have any additional questions in regards to the billing on your account, please feel free to give our Member Services department a call directly. Our number is 888-748-2489. I hope you have a nice weekend. Thanks, Tiffany P. The Sittercity Team Hoda sent in the following response, see below: Hello, Your response is unacceptable and insufficient. I have the right for full refund for the past 2 years. I have filed a complaint with the Chicago BBB and will be pursuing further action. I still expect someone in a leadership position at your organization to call me ASAP. Hoda Mobile: ************** The supervisor of Member Services reached out to Hoda via phone. At this time both the annual renewal charges from 2014 and 2015 have been refunded. Initial Consumer Rebuttal /* (2000, 8, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive the refund so I am satisfied with that part. I still believe they have deceptive business practices and I got the distinct feeling they are not intending to change their practices.

8/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed my profile on Sittercity and saw a job I was interested in and made contact with the person and now I have been given a fradulent check that was placed in my account and person "accidentally" wrote for more than I was to be paid and requested me to send them the remainder. Thankfully when I went to the bank to get money from the deposited check, it was not allowed to go through so I did not lose money. However when I called SitterCity to let them know that this person was giving fradulent checks, they had already suspected something wrong and had taken them off of the site. Thus the reason for my complaint, they should contact the people who have reached out to them and let them know to be on guard. I did not lose money, but my accounts are tied up and we can't access them until bank finishes their investigation and then possibly may be dropped as customers in that bank. Not to mention all of the hassle with going to the post office because they were involved with delivery and to see if they could take my signature off of their site so that the scammers cannot use my signature, also went to police and filed a report because the bank likes to see this so the bank will consider not dropping us as long-time customers. This has been a real pain and it might could have been avoided had SitterCity notified me that they suspected "foul-play".

Desired Settlement: It would be nice if SitterCity could reevaluate the way they do business and as I am out of a job now because it was a scammer on the SitterCity site and I was not sent a warning, it would be nice to receive a token of financial support for the headache and running around we have had to do.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Maintaining a safe, trusted network where caregivers and families connect is paramount to Sittercity. To that end, Sittercity uses sophisticated technology to identify and remove scammers from the network. And, we are constantly improving our systems as scammers evolve their methods to avoid detection. We also supplement our technology with aggressive education about online scams. For example, shortly after registering on Sittercity, each caregiver receives an email about recognizing and avoiding common Internet scams. From there, Sittercity regularly reminds caregivers through emails and blog posts how to protect against scams "Safety for Sitters" web page (https://www.sittercity.com/tips-and-tools/sitters/safety-for-sitters.html ) and "5 Tips to Protect Yourself from Scammers on Sittercity" blog posting which addresses common scams (http://blog.sittercity.com/friday-5-tips-to-protect-yourself-from-scammers-on-sittercity/). Sittercity also publishes information on scammers in its Trust and Safety Center and through its Internet Safety Center "Internet Safety" web page (https://www.sittercity.com/internet-safety.html). Sittercity urges caregivers to report suspected scammers by phone at (XXX) XXX-XXXX, by email at ****@sittercity.com or through the website at Sittercity Support.

8/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a one-time subscription for service on April 14, 2015. It was not clear that sittercity would be charging an auto-renewal of $35 per month. They do not provide any monthly fees of any of the other charges.

Desired Settlement: I am interested in receiving a total of $105.00 for May, June and July 2015 charges that I did not authorize.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ ***** ********* reached out to our Member Services team on July 19th. Please see our correspondence below. ***** ********* Jul 19 09:33 Sittercity- You should be ashamed of yourself for not being upfront with the auto-renewal subscription. You have completely mislead me in believing I have subscribed to the service on a one-time basis. This is totally unethical and I would never recommend this service to anyone. ******** is a much better service, even if they are the pricier alternative, I do not have to worry about being scammed. ***** ******** Jul 20 05:17 (assign) Hi *****, Thank you for reaching out to us. I reviewed your account this morning, and it looks like you had registered for a monthly subscription to our Premium Membership in April. Because our memberships are subscription based, they will continue to renew until canceled as stated on the registration page. In the future, you can always downgrade to a Basic Membership in your Account Settings page prior to renewal, or give us a call or email us and we will be happy to cancel your subscription for you. But I've taken care of this today and have cancelled your Premium membership. You will not receive any further charges to this account. Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I spoke with my supervisor about your account and have secured authorization to process three full refunds for the most recent renewals as a courtesy. This is a full refund for all transactions occurring in the past 90 days and is the maximum amount of refunds I am able to process. You can expect to see these three refunds in the amount of $35.00 each on your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help. Thanks, ***** M. The Sittercity Team

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Feb 2, 2013 I paid $35 to post an ad on the website for SitterCity.com to find a babysitter. Thereafter I never received any correspondence from them however they illegally took my credit card information and continued to to charge me monthly $35 without my permission or consent until I realized this fraud in June 2015. I requested a complete refund except for the initial $35 payment several times from the company and they have refused. I checked their reviews on **** and realized that they have done this repeatedly to many people, as they have the worst rating possible. I would like the California Attorney General to contact them on my behalf to get a full refund of all of my payments and to ban them from doing business in California since they obviously are defrauding California residents and using illegal bait and switch tactics. Thank you, ***********

Desired Settlement: I want a refund of $1000 for all amounts illegally billed to my credit card.

Business Response: Initial Business Response /* (1000, 7, 2015/07/16) */ By way of background, the www.sittercity.com website offers parents access to thousands of caregivers in their area and around the country. For a fee, parents can search for caregivers based on their selected criteria. Parents can even post jobs detailing their needs and requirements for a caregiver, to which caregivers respond. And, parents generally use the www.sittercity.com website for many years while they need caregivers for their children. Because of this, and in an effort to avoid service disruption, membership plans to www.sittercity.com automatically renew. In fact, almost all subscription-type businesses automatically renew as a benefit to customers ********* ****** ****** ****** etc.). Sittercity's autorenewal policy is clear and conspicuous at the point of membership plan selection, at the point of checkout, and even in the terms of use, to which every member must agree to at registration and upon each subsequent login. All of that said, we do understand that some customers do not intend to autorenew their membership. And, it is not our business to make money off unintentional autorenewals. That is why when Ms. ***** contacted us to cancel her membership we gave her three (3) full refunds of $35.00 June 23, 2015, and an additional three (3) more refunds of $35.00 on June 29, 2015, when Ms. ***** was not satisfied with our initial resolution. We have looked into Ms. *****'s account further and realize she was only active on the web site for two (2) days after she joined. In light of this information we have processed additional refunds for the time in which Ms. ***** did not use her membership. Ms. ***** can expect to see these refunds posted to her bank statement within the next two (2) to four (4) business days. We trust this resolves this matter and hope that if Ms. ***** is ever in need of childcare she will visit us again.

6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid $35 with my credit card to use their service. They took my money but won't let me use their service telling me I have to pay.

Desired Settlement: I just want my money back.

Business Response: Initial Business Response /* (1000, 5, 2015/06/04) */ ****** ****** registered on sittercity.com for three separate accounts using the following email addresses. **************@hotmail.com **********@hotmail.com ************@outlook.com Under each of these account she posted a job, for a total of three jobs posted on our website. On May 31, 2015 ****** chose to upgrade her account by purchasing a paid subscription based membership on the account under this email address, **********@hotmail.com. After the purchase of her membership, her account went into a premium status, giving ****** access to communicate with sitters on the site. On Sunday, May 31st, ****** submitted a request to our Member Services team, using extremely profane language, demanding her money back. At that time we cancelled her paid account and processed a refund in full of $35.00. This refund will post back in 3-5 business days from the time it was processed. All accounts are in a basic status and are not being billed.

6/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: https://www.sittercity.com/account/settings Sittercity has a monthly option for their services. What they do not clearly state is this a reoccurring monthly fee. When you sign up it appears that you are only signing up for one month. They do not provide a monthly receipt of the transactions and keep charging you.

Desired Settlement: I am interested in receiving beyond the three months they have granted a refund for the remaining 9 months at $35 per month. I just want my money back for the services that weren't used and weren't authorized.

Business Response: Initial Business Response /* (1000, 5, 2015/06/01) */ ******* registered and upgraded her account in August of 2014 for a monthly membership. All of our memberships are subscription based and will automatically renew as stated on the registration page. Prior to Friday, May 29th, the account had not been cancelled. At the time of *******'s call to our Member Services team her account was cancelled and 3 refunds were processed as a courtesy in closing it out. In December 2014 there was a failed transaction on *******'s account as we attempted to renew her membership for the month. On December 26, 2014 a payment declined email was sent to *******. Still at that point, ******* did not cancel her account. A few days later the attempted transaction did go through and the membership continued. In addition to the refunds that were already processed, we have gone ahead and processed an additional 2 refunds of $35.00, which will post back in 3-5 business days. At this time 5 refunds of $35.00 have been processed, in closing out this account. No additional refunds will be processed. The account is completely closed and will not be billed going forward. Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/22/14 I signed up for a paid membership with sittercity.com. I selected a 3 month membership from the options of membership lengths given. I assumed that 3 months meant 3 months, and not 3 months on a recurring basis. At the end of the 3 months I was charged $70.00 on 1/22/14 for another 3 months, and then again on 4/22/14 I was charged $70.00. To be clear, I did not use sittercity.com after my initial 3 month membership, was not aware that I was being charged and had no interest in a continuing membership. I recently realized the extra charges were being made, complained and was refunded $43.96 (prorated) on 5/2614. This business practice is solely meant to take advantage of bleary eyed parents and those who are not internet savvy. Essentially people whose guards aren't up against deceptive and misleading internet business practices. I see now that there is fine print stating that the membership is recurring unless canceled. I did not see that at the time and honestly didn't consider the possibility because selecting a 3 month membership seemed straightforward. They should not be allowed to offer memberships of a specified length when in truth it is an ongoing membership.

Desired Settlement: I request that I be refunded the remainder of the $140 (-43.96) that I was charged for the two unwanted/unused membership terms.

Business Response: Initial Business Response /* (1000, 5, 2015/05/28) */ All of our memberships are subscription based and do automatically renew until cancelled as stated on the registration. Because we are up front about this policy, we normally do not process refunds in full, unless the account is cancelled within five business days of the last charge. ******** account had not been cancelled, which is why it did continue to be billed. At the time she reached out to Member Services a prorated refund of $43.96 was processed for the time remaining on her account. As a courtesy we have gone ahead and processed an additional refund of $70 as well as the remaining balance on the most recent charge, a refund of $26.04. The account is completely cancelled and will not be billed going forward. Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I am satisfied with the amount refunded to me, I cannot excuse this business's predatory behavior. Their membership offerings are clearly meant to confuse and deceive their customers. They should not offer memberships of specified lengths (1 month, 3 months and 1 year) if in fact every membership is recurring. Yes, upon reinspecting their membership sign up page, I do see the fine print that states that all memberships are recurring unless canceled by email or phone, but in my mind, this only amounts to legal theft. Clearly, they have not set it up this way to better serve their customers, and still refuse to right this wrong despite this issue being the number one complaint against them. I certainly would not use their website in the future and will not recommend that anyone else does either. When looking for a caregiver for my precious child, I need to know that every party involved in that search is trustworthy and ethical, and clearly this is not the case with sittercity.com..

5/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When filling out form for payment, the page leads consumer to believe it is only one month ordered. Not automatically taken from my credit card. Why would I continue the service when I hired a caregiver for my mother already? It goes against reason.

Desired Settlement: I want my charges to my credit card reversed after the first month.

Business Response: Initial Business Response /* (1000, 5, 2015/05/05) */ ********* joined and upgraded her account in October 2014 for a monthly membership. On the registration page it states your membership will automatically renew until cancelled. All of our memberships are subscription based and will continue to be billed until cancelled out. Typically without a record of a cancellation we do not process refunds because we are upfront about our policy. *********'s account had never been cancelled which is why it did continue to renew. ********* reached out to our Member Services team, her account was cancelled and three refunds of $35.00 were processed as a courtesy in closing it out. At this time *********'s account is cancelled and will not be billed going forward.

5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid $35 on October 04 2014 for babysitting services for 1 month from sitter city. $35 has been debited from my credit card every month since, disguised as computer services. Email text follows: 10/2/14 to me Sittercity Hi ******* Thanks for your purchase. This email is your receipt, so please keep it for your records. Item purchased: 1 Month Credit Card billed: master ending in***** Amount billed: $35.00

Desired Settlement: I am seeking full reimbursement for the illegal debits made to my credit card by sitter city during the period November 2014 to April 2015 totaling $210.

Business Response: Initial Business Response /* (1000, 5, 2015/05/04) */ ******* joined Sittercity and upgraded her account on October 2, 2014 for a monthly membership. As stated on the registration page, all of our memberships are subscription based and will automatically renew until cancelled. Keep in mind all of our members have the ability to turn their auto-renew on and off directly from their account settings. *******'s account had not been cancelled, which is why it did continue to renew. Normally without a record of a cancellation, we do not process refunds. At the time of *******'s call to our Member Services team, we cancelled her account out as well as processed 3 courtesy refunds of $35.00 in closing it out. *******'s account is completely cancelled and will not be billed going forward. Her refunds will post back in 3-5 business days. At this time no additional refunds will be processed.

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase Date: August 2014 Problem Date: November 2014 We purchased what I thought was a one-time fee for a few months to sittercity.com website for $70.00 in Aug 2014. We learned they kept billing every 3 months (November 2014 and February 2015). I called to complain even though they can see we never used the account after the September 2014, when we found our nanny and yet they continued to charge, even though we didn't even log into the site since September. I have no email from them that shows I was getting billed. Having a consumer pay for what they think is one time payment and then charging them quartlery is called BAIT AND SWITCH. I informed them this is decieving and I wanted my money back but they would only give me the most recent charge (February 2015), stating I should have known because I was a past user, I did a yearly membership the time before and they did something similar and that's exactly why I avoided the yearly. This time, I was billed for 2 extra quarterly charges incorrectly at $70/each (total $140) and they refunded $70 of that. Please refund my $70 from November 2014.

Desired Settlement: We purchased what I thought was a one-time fee for a few months to sittercity.com website for $70.00 in Aug 2014. We learned they kept billing every 3 months. I called to complain even though they can see we never used the account after the September 2014, when we found our nanny and yet they continued to charge, even though we didn't even log into the site. i have no email from them that shows I was getting billed. Having a consumer pay for what they think is one time access and then charging them quartlery is called BAIT AND SWITCH. I informed them this is decieving and I wanted my money back but they would only give me the most recent charge, stating I should have know because I was a past user, I did a yearly membership the time before and them do something similar and that's exactly why I avoided the yearly. I was billed for 2 extra quarterly charges incorrectly at $70/each (total $140) and they refunded $70 of that. Please refund my $70 from November 2014 and restore my faith in this company being honest. At the moment, I can not recommend Sittercity.

Business Response: Initial Business Response /* (1000, 5, 2015/04/30) */ ******* first registered and upgraded her account on sittercity.com in May of 2013 for a yearly membership. All of our memberships are subscription based and auto-renewing as stated during registration. The annual membership was not cancelled and therefore renewed in 2014. ******* reached out to our Member Services team on May 5, 2014. We cancelled her premium membership and processed a courtesy refund, in the amount of $95.00, for her annual renewal in closing out the account. At that time it was explained to ******* that all of our memberships are subscription based and will automatically renew until they're cancelled. Keep in mind we do give all of our members the ability to turn their auto-renew off directly from their account settings. They can also email or call to cancel. Like any other subscription, failure to cancel your membership will result in the ongoing billing for your subscription. ******* re-instated her account three months later in August 2014 for a quarterly membership. Her membership renewed in November 2014 and again in February 2015. The account was never cancelled. ******* reached out to our Member Services team and again we processed a courtesy refund for the last 90 days, the most recent quarter. We have now processed refunds for renewals on two different occasions. No additional refunds will be processed at this time.

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Sittercity for what I thought was one quarter in 2011. (My recollection is that I canceled the service during that quarter, but it is now 4 years ago and I do not have a record.) I received a single email notice in January 2011 that I had been billed $35. This week I learned that Sittercity has continued to bill me quarterly ever since to the tune of $280 annually! I have not used their services since 2011 (which they acknowledge), and I have not received a single email receipt or any other form of notice that I was being billed by them since January 2011. Yet they continued to bill my credit card each quarter. I contacted them, and they offered to refund my 2015 and 2014 payments, but not my payments for the remainder of 2011, 2012, and 2013. The amount I am seeking is $770. ($210 for the final three quarters of 2011, $280 for 2012, and $280 for 2013.) I am appalled that this business thought it was acceptable to continue billing a client without ever sending that client any form of notification or receipt. It seems to me that they were deliberately trying to hide the fact that they were continuing to charge me for the service, long after I thought I had terminated the service. I am not the one who pays for this credit card and did not know that Sittercity was charging the account. Had I received a single email from Sittercity at the email address to which they sent the first receipt, I would have realized the service had not been terminated. As it was, I only found out, when my credit card was replaced and American Express sent me a list of vendors regularly billing my account. Put simply they did not once notify me, at my email on file or in any other form, that I was continuing to be charged for their quarterly service

Desired Settlement: The amount I am seeking is $210 for the final three quarters of 2011, $280 for 2012, and $280 for 2013. SIttercity has already agreed to refund me $280 for 2014 and $70 for the first quarter of 2015.

Business Response: Initial Business Response /* (1000, 5, 2015/03/31) */ When a user registers our our site and decides to upgrade, they are given three choices of membership all of which are subscription based. On that registration page we do state that the membership will continue to renew until cancelled, this is also stated in our terms of use, and in the member's account settings. Keep in mind we do give all of our members the ability to turn the auto-renew on and off directly from their account settings, as well as two other ways to cancel. Accounts can be cancelled at any time. We also offer a full refund for the most recent charge if a member cancels within five days of the last billing date. ******* upgraded her account to a paid premium membership and had never cancelled which is why it continued to renew. At the time of her call to our Member Services team she spoke with a representative as well as her call was escalated to management. Normally we do not process refunds because we are up front about our policy, but ******* was definitely the exception. We not only took care of the charges that occurred in 2014, we also refunded all of 2015. ******* received a refund of $350 in total. At that time the account was completely cancelled and will not be billed going forward. No additional refunds will be processed on this account. Initial Consumer Rebuttal /* (3000, 7, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from SitterCity. They are engaging in fraudulent billing practices, as testified to by numerous consumers (see below). I canceled my membership within the initial 3 month period for which I signed up. And should never have been billed another dollar. Instead, SitterCity billed me over $1,000 for a service that I had canceled. Moreover, SitterCity did not once in four years send me a single invoice, bill, or any other notification to let me know that I was continuing to be billed on a quarterly basis. Just imagine any other business (**************** etc.) billing for 4 years without sending one notification or invoice! Although SitterCity claims that I was "definitely the exception" a quick look online reveals that many other SitterCity customers have had the exact same problem that I experienced. These customers canceled their SitterCity memberships but continued to be billed, without receiving any notification. Here is a sampling of complaints submitted by other consumers on Yelp's page for Chicago - http://www.yelp.com/biz/sittercity-chicago-8 "I haven't logged into citysitter since 2013 and just realized they have been silently charging my credit card $140 every year since. They send no e-mail communication regarding the renewal and the only way you'll know is by checking your credit card statement. Luckily, I was able get a refund for this year, but even though I didn't login to the website, received no communication from them, I'm out $140 for a service I didn't use in 2014. Booh!!!" And "This company is deceitful and will continue to bill you monthly. Check your card statements. They will only refund you for 3 months if you complain. Awful, awful, awful." And "This site is a SCAM. I paid up front for a quarterly subscription and they continued to charge me for a year even though I had cancelled and removed my add online! I received no email verification or notice that I was being renewed again and charged. All they would refund is a month. " And "STAY AWAY!!!!! Once you give them your credit card they don't stop charging!!!!!!!!!!!!!!!!! They are shysters. Don't believe their 1 month only option!!!!!!!!!!!!!!!!!!!!!" Clearly, SitterCity is engaging in deceptive business practices and it is incumbent upon the Better Business Bureau of Chicago to take action. Final Business Response /* (4000, 9, 2015/04/08) */ As the customer stated in her initial statement, this account continued to renew and had not been cancelled. We have no record of a cancellation as well as no record of communication to our Member Services team via phone or email. We have processed a courtesy refund for all of 2014 and 2015, which is the exception. Again, this is a subscription based service and we are up front about this policy on our registration page when a user upgrades to a paid premium membership. At this time no additional refunds will be processed on this account. Final Consumer Response /* (4200, 11, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from SitterCity. They are engaging in fraudulent billing practices, as testified to by numerous consumers. In fact there are 83 complaints listed with the BBB for the last 3 years, most for the exact same fraudulent business practices that I experienced. See here: http://www.bbb.org/chicago/business-reviews/nanny-service/sittercity-in-chicago-il-1004689 I canceled my membership within the initial 3 month period for which I signed up. And should never have been billed another dollar. Instead, SitterCity billed me over $1,000 for a service that I had canceled. Moreover, SitterCity did not once in four years send me a single invoice, bill, or any other notification to let me know that I was continuing to be billed on a quarterly basis. Just imagine any other business (**************** etc.) billing for 4 years without sending one notification or invoice! Although SitterCity claims that I was "definitely the exception" a quick look online reveals that many other SitterCity customers have had the exact same problem that I experienced. These customers canceled their SitterCity memberships but continued to be billed, without receiving any notification. See the BBB complaints or look at this sampling of complaints submitted by other consumers on Yelp's page for Chicago - http://www.yelp.com/biz/sittercity-chicago-8 "I haven't logged into citysitter since 2013 and just realized they have been silently charging my credit card $140 every year since. They send no e-mail communication regarding the renewal and the only way you'll know is by checking your credit card statement. Luckily, I was able get a refund for this year, but even though I didn't login to the website, received no communication from them, I'm out $140 for a service I didn't use in 2014. Booh!!!" And "This company is deceitful and will continue to bill you monthly. Check your card statements. They will only refund you for 3 months if you complain. Awful, awful, awful." And "This site is a SCAM. I paid up front for a quarterly subscription and they continued to charge me for a year even though I had cancelled and removed my add online! I received no email verification or notice that I was being renewed again and charged. All they would refund is a month. " And "STAY AWAY!!!!! Once you give them your credit card they don't stop charging!!!!!!!!!!!!!!!!! They are shysters. Don't believe their 1 month only option!!!!!!!!!!!!!!!!!!!!!" Clearly, SitterCity is engaging in deceptive business practices and it is incumbent upon the Better Business Bureau of Chicago to take action.

4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is fraud. I signed up for one month as the web site said. Received conformation via and email receipt, yet they charged me every month. When I opened a ticket with them they claimed they only sell reoccurring (despite the fact I sent a copy of the receipt showing otherwise.)

Desired Settlement: Despite not finding a sitter in the area I will agree to pay the first month as agreed upon (though no service was actually rendered.) However all other charges need to be reversed. $35 x 6 months or $210. Here is the email thread including the copy of receipt which they didn't bother reviewing. From: Help - Sittercity mailto:****@sittercity.com Sent: Monday, March 16, XXXX X:XX AM To: ************************ Subject: Support - Sittercity Re: We signed up for 1 month and you've been charging every month since September. ##- Please type your reply above this line -## Your request (#XXXXXXXX) has been solved. To reopen this request, simply reply to this email. ******* (Support - Sittercity) Mar 16, 10:35 Hi******** and ******, Thank you for reaching out to us. It looks like you had registered for a monthly subscription to our Premium Membership. Because all of our memberships are subscription based, they will continue to renew until canceled as stated on the registration page. I will attach a screenshot of our subscription page below for your review. In the future, you can always downgrade to a Basic Membership in your Account Settings page prior to renewal, or give us a call or email us and we will be happy to cancel your subscription for you! But I've taken care of this today and have cancelled your Premium membership and closed your account today. This email confirms that you will not receive any further charges to this account. Typically, without a record of prior cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I spoke with my supervisor about your account and have secured authorization to process three full refunds for the most recent renewals as a courtesy. This is a full refund for all transactions occurring in the past 90 days and is the maximum amount of refunds I am able to process. You can expect to see these three refunds in the amount of $35.00 each on your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help. :) Thanks, ********** The Sittercity Team Attachment(s) Subscription Screenshot.PNG ************************ Mar 14, 23:16 Dear Sir, We signed up for 1 month and decided not to go with you as you couldn't locate any sitters in our rural area. Come to find out as I am doing the taxes you've been charging us every month. Please refund all but September IMMEDIATELY. Alternatively I can alert***************** to reverse the charges, but that can have reprocussions so I am giving you the benefit of the doubt. Here's the email you sent confirming it was only for 1 month: From: <*********************************** Date: Sun, Aug 31, 2014 at 8:18 PM Subject: Thanks for your Sittercity purchase! Here's your receipt. To:************************* Hi********, Thanks for your purchase. This email is your receipt, so please keep it for your records. Item purchased: 1 Month Credit Card billed: visa ending in***** Amount billed: $35.00 Have questions? Check out our help center to find answers. Thanks, The Sittercity Team You are receiving this message because you are a member of Sittercity.com. If you do not want to receive messages like this in the future, please visit Sittercity and edit your e-mail preferences. We respect your right to privacy - view our Privacy Policy and Terms of Use. Sittercity.com ***************************************************************************************** (c) 2013 Sittercity Incorporated. All Rights Reserved. This email is a service from Support - Sittercity. Delivered by*********

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ Previous to ****** reaching out to our Member Services team his account had not been cancelled. As stated on our registration page and in our Terms of Use, all of our memberships are subscription based and will automatically renew until cancelled. ******'s account had not been cancelled which is why it did continue to renew. In addition to the refunds that were already processed as a courtesy in closing out this account, I am more than happy to take care of the charges for the time that was not used. This is strictly based off of account activity. There was activity (log-ins, messages, etc.)on this account into the month of October of 2014. At this time we have processed one additional refund of $35.00, the November charge. This refund will post back in 3-5 business days. The account is completely closed and will not be billed going forward. Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, they only refunded the first 30 days, not 90. Second, the RECEIPT says the payment is ONLY for 1 month. I received no other RECEIPTS. Also I do not remember signing any agreements. If they want to produce one with my signature, I am more than happy to look. That said, given they didn't send any receipts and the only receipt I received was clearly indicated as a single purchase, I don't buy this anyway. We're both adults. It is clear what you were trying to do here. Final Business Response /* (4000, 9, 2015/03/20) */ Four refunds of $35.00 have been processed. This refund is for the time on the account that the service was not used. At this time no additional refunds will be processed. The account is completely closed and will not be billed going forward.

4/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $60.00 on 2/24/2015 for a background check on a babysitter/nanny named ******* *********** The site says that after the bacground check is completed, a badge appears on the site of the individual babysitter. No such badge has appeared, and i do not know if the process was completed, the candidate failed the background check or the status of my inquiry. Repaeted emails with ********** at Sittercity have not resolved the issue.

Desired Settlement: I request a refund of $60.00.

Business Response: Initial Business Response /* (1000, 5, 2015/03/31) */ Hi******** Our records indicate that you offered two background checks. One for*********** on February 22nd and the other for *********. on February 23rd. ********** completed her background check on February 24th, which is why you were billed $60. *********., however, has not completed her background check. Once her background check is completed, you will be billed an additional $60. ******* will need to go into her Sittercity account and accept your offer for the background check. Background checks are typically processed by TalentWise within 1-3 days, but they can take up to 10 days. A refund of $60 will not be processed for the background check that was accepted and completed by*********** If you have any other questions, feel free to reach out to our Member Services support team at XXX-XXX-XXXX.

3/31/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: We purchased 1 month to sittercity.com website for $26.25 on oct 17, 2014. My wife found yesterday that they were billing us every month. I called to complain and get a refund and they would only refund two months even though they can see we never used the account after the one month. Having a consumer pay for "one month" access and then charging them monthly is called BAIT AND SWITCH. I informed them what they were doing is illegal and I wanted my money back but they would only give me 2 months back. I was billed for 5 extra months incorrectly at $35/mo(total $175) and they refunded $70 of that.

Desired Settlement: Seeking the return of $105 for months I did not agree to pay for and did not use(they can see I did not log in to the account over this time period)

Business Response: Initial Business Response /* (1000, 5, 2015/03/31) */ Please know it was never our intent to disappoint you. When a member chooses to upgrade their membership to a our premium paid subscription, we do state on that registration page that it is an automatic renewing membership until cancelled. Despite a record of cancellation, the representative assisting with you account did process two courtesy refunds for you in closing out the account. At this time, I have gone ahead and processed the additional 3 months for you. Three refunds of $35.00 will post back in 3-5 business days. The account is completely cancelled and will not be billed going forward.

3/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to SitterCity in November 2013 and provided my Credit card information. Their email dated 11/10/13 confirmed my 1 month subscription for $35. I needed child care services for my son who has autism and Down syndrome. He needs continuous one-on-one attention. I wanted to try SitterCity to look for an attendant. I now find out that my credit card account has been charged $35 every month since 11/11/13 without my knowledge. I never received any statement from SitterCity. Because of my child's needs that requires full time dedication from me (I cannot even look for employment), my husband is taking care of the family finances and reviews the credit card statements. He has been away from home for his job for the entire year in 2014. He checked the credit card statements online and assumed that the $35 monthly payment charged by Sittercity was legitimate, as he did not know I had subscribed for only one month. If I had received a monthly statement showing the $35 monthly charge, I would have stopped my membership immediately. Not sending a monthly statement is a deceptive and non-professional practice on the part of SitterCity. SitterCity claim (see their email below) that the sign-up page informed me about the automatic renewal. However, The acknowledgement email sent to me by SitterCity clearly mentions "Item purchased: 1 Month", with no indication of automatic renewal. I have asked SitterCity to refund me $525. Please see below my email to SitterCity and their reply. I do not accept the proposed settlement (refund of 2 months). Thank you in advance for your assistance to resolve this matter. Copy of emails: ******** (Support - Sittercity) Feb 13, 18:50 Hi ******** Thanks for contacting Sittercity. We value you as a member of the Sittercity community, and we hear you. It was never our intent to disappoint you or deceive you. You registered for our Premium Membership with a monthly subscription back in November 2013. Although you planned on signing up for only 1 month, without cancelling you would be responsible for any additional membership costs going forth. All memberships are subscription based, and they will continue to renew until canceled as stated on the registration page. I have attached the Sittercity membership registration page as verification of the agreement to auto-renewal. For future reference, you will just want to downgrade to a Basic Membership in your Account Settings page prior to renewal to cancel your subscription. If it is easier, you can always give us a call or email us and we will be happy to cancel your subscription for you! But I've taken care of this today and have cancelled your Premium membership. You will not receive any further charges to this account. Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I have gained authorization to process two full refunds for the renewal as a courtesy today. You can expect to see both refunds in the amounts of $35.00 each, on your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help. Thanks, *********** The Sittercity Team Attachment(s) Sittercity Registration Page screen shot.JPG Sittercity Registration Page screen shot 2.JPG **************** Feb 13, 13:17 I subscribed to Sittercity in November 2013 and provided my Credit card information. Your email dated 11/10/13 confirmed my 1 month subscription for $35. I now find out that my credit card account has been charged $35 every month since 11/11/13 without my knowledge. I never received a statement from Sittercity. Please refund the charges from December 2013 to February 2015 in the amount of what is owed $35 X 15 month = $525 Thank you! ****************

Desired Settlement: I am asking that for a full refund of 15 monthly payment of $25, that is $525

Business Response: Initial Business Response /* (1000, 6, 2015/02/23) */ The Manager of our Member Services team reached out to******** on Friday, February 20th to further discuss the billing on her account. ******** declined to connect with our team at this time. As the previous representative stated, all of our memberships are subscription based and will automatically renew until cancelled. Our Member Services rep did provide a copy of our registration page to******** for her reference of our policy. In addition to the 2 refunds already processed, we are able to do an additional 4 for a maximum of 6 months. Four refunds of $35.00 have been processed and will post back in 3-5 business days. At this time six refunds of $35.00 have been processed. A total of $210.00 refunded. At this time,********'s account is completely cancelled and will not be billed going forward. Initial Consumer Rebuttal /* (3000, 8, 2015/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. The copy of Sittercity's registration page is irrelevant. On November 10 2013 after I registered for one month, I received the following email: Hi********, Thanks for your purchase. This email is your receipt, so please keep it for your records. Item purchased: 1 month Credit Card billed: visa ending in XXXX Amount billed: $35 Have questions? Check out our help center to find answers. Thanks, The Sittercity Team As you can see there is NO mention of an automatic renewal and it is clearly stated as a 1 month purchase. Further more, I NEVER received any statement, emails, notices, ads, etc... after this one time purchase. It looks as though Sittercity was trying to disappear. This is clearly a deceptive practice. If Sittercity had no intention of being dishonest, they would have sent monthly statements, and at the very minimum a yearly recap. At this time, I am requesting the company refund me the rest of what is owed: $315 Thank you. Final Consumer Response /* (4200, 12, 2015/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I acknowledge the receipt of six refunds of $35 out of the $525 SitterCity has drawn out of my bank account without my permission. Item purchased: 1 month Credit Card billed: visa ending in XXXX Amount billed: $35 Have questions? Check out our help center to find answers. Thanks, The Sittercity Team As mentioned in a previous email, The balance owed by this company is still $315. SitterCity's response brings nothing new to the discussion and doesn't offer resolution to my complaint. Final Business Response /* (4000, 14, 2015/03/25) */ Sittercity has processed six refunds as a courtesy in closing out this account. ******** has declined any attempt to connect with our Member Services team Manager. At this time no additional refunds will be processed.

2/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email from Sitter City on Nov 25,2014 stating that my account had been successfully closed. In January 2015 I had a charge of $35 and $35 pending for January 2015. (Nov and December membership fees). I sent an email to Sitter City customer services requesting the $35 be reimbursed and to stop billing my account. I received an email on Jan 04 from Sitter City stating the following: ********* (Support - Sittercity) Jan 04 07:52 Hi****** Thanks for reaching out. I was able to locate an account under the email, andy.derosa5@gmail.com. I have cancelled out your membership, you will not be billed any further. Please know that all of our memberships are subscription based and will automatically renew until cancelled as stated in registration. As a courtesy I have processed a refund of $35.00 for the most recent charge, which you'll see post back in 3-5 business days. Let us know if you have any other questions, we're here to help. Thanks, ************ The Sittercity Team The above email implies that I have not closed my account but the following email from SitterCity on 25 Nov states that I have. Your Sittercity account has been closed From: Sittercity AdminAdd to Contacts Sent: Tue, Nov 25, 2014 at 1:43 pm To: ******************* Sittercity Hi****** Just letting you know that your account has been successfully closed. We're sorry to see you go and hope it's because you found the right Sittercity caregiver for your family! Come back anytime, The Sittercity Team I currently have a $35 charge pending in my bank account from Sitter City. I have emailed them once again and requested they cease billing my account. **************** See below for the complete email string referenced above: Your request (**********) has been solved. To reopen this request, simply reply to this email. ********* ********* (Support - Sittercity) Jan 04 07:52 Hi****** Thanks for reaching out. I was able to locate an account under the email, andy.derosa5@gmail.com. I have cancelled out your membership, you will not be billed any further. Please know that all of our memberships are subscription based and will automatically renew until cancelled as stated in registration. As a courtesy I have processed a refund of $35.00 for the most recent charge, which you'll see post back in 3-5 business days. Let us know if you have any other questions, we're here to help. Thanks, ************ The Sittercity Team ********* *********** Jan 03 20:39 To whom it may concern, I was notified on 25 Nov 2014 that my account had been successfully closed. I noticed just today that my account was charged $35 in December and another charge is pending for January 2015. I am requesting that you credit my account for the $35 in December of 2014 and $35 for January 2015 and that you immediately stop charging my account. If I have to block my account from your charges I will also be requesting reimbursement for any charges associated with blocking of the account. Please send me an email notification of receipt of this email and again please cease charging my account immediately. *********sa -----Original Message----- From: "Sittercity Admin" Sent: Tuesday, November 25, 2014 1:43pm To: ******************* Subject: Your Sittercity account has been closed Sittercity Hi****** Just letting you know that your account has been successfully closed. We're sorry to see you go and hope it's because you found the right Sittercity caregiver for your family! Come back anytime, The Sittercity Team ********End of detail********** Regards, *********sa

Desired Settlement: I simply want the company to close my account and cease monthly attempts to charge my account. Any assistance in achieving this end would be greatly appreciated. Sincerely, ***********

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ Hi****** Thanks for reaching out and so sorry for the mix-up here. It appears that you had two accounts. One under the email ********************** and one under, ******************** Your accounts have been cancelled and closed. Three refunds of $35.00 have been processed. These refunds are for the following months: December, January, and February. You can expect to see these refunds post back in 3-5 business days. Your account will not be billed going forward. Please do not hesitate to reach out, should you have any other questions.

2/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the service on 4/21/14, for only 3 months, for $49 I got an email receipt for this transaction, stating for 3 months. On 1/22/15 realized that I have been charged $70 every quarter there after (July, October, January). The account was never accessed since May 2014. There was no receipt sent by either mail or email for any of the following charges. The company agreed to refund the October and January chargers "as a courtesy" but won't refund July, because they say I agreed to recurring charges. When asked to send me a contract where it showes I agreed to that, they have only a generic registration page with no signature, name or consent to do so.

Desired Settlement: $70.00 for the July charge.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ Hi ******* Thank you for reaching out to us. It looks like you had registered for a quarterly subscription to our Premium Membership. Because our memberships are subscription based, they will continue to renew until canceled as stated on the registration page. In the future, you will just want to downgrade to a Basic Membership in your Account Settings page prior to renewal to cancel your subscription. If it is easier, you can always give us a call or email us and we will be happy to cancel your subscription for you! Your account was cancelled completely on January 23, after you called in. I can confirm that you will not receive any further charges to this account. Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, as a courtesy, we processed 6 months in refunds for you. Two refunds of $70 were processed. This refund should have posted back within 3-5 business days. If you need anything else, feel free to reach out. Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaints is with regards to refunding all three charges that were made beyond the 3 month period of the initial subscription. Two charges have been addressed. The third one hasn't, hence my not-accepting this answer. With no record of a signed contract agreeing to any service beyond this, Sittercity has no right to charge my card. Sittercity can confirm that the account was not even accessed beyond the 3 initial subscription period. As good business practice, Sittercity should also start sending receipts for every charge they put through client credit cards and stop their shady practices of automatically enrolling new subscribers to quarterly charges. Final Business Response /* (4000, 9, 2015/02/02) */ Hi ******* We've gone ahead and processed an additional refund of $70.00. If you do decide to use the service in the future, please keep in mind this is a subscription based service and all of our memberships will automatically renew as stated on the registration page. You will simply want to downgrade your account to basic in order to discontinue being billed. Let us know if you have any other questions, we're here to help.

1/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I decided to try SitterCity.com on 04/28/2014 because I had 2 children living with me very temporarily (at this time I was aware they would be in my home for about 2 months). I only accessed the site a few times in late April/early May 2014. Communication with Sitters using the SitterCity.com site requires a Premium level. You can choose to join for one month for $35, 3 months for $70 or 12 months for $140. I am unclear as to what exactly happened as the botched billing history does not match these options, as my initial recollection was that I had committed to only one month (perhaps a promotional offer extended it to three). Regardless, I found out that they have been silently charging my credit card since July, however, as follows: 04/28/2014 (Transaction #XXXXXXX) $35.00 07/28/2014 (Transaction #XXXXXXX) $70.00 10/28/2014 (Transaction #XXXXXXX) $70.00 01/28/2015 (Transaction #XXXXXXX) $70.00 (the 01/28/15 transaction failed due to card change, which alerted me to the previous transactions) I have received literally no communication from SitterCity.com about these pending or posted charges. In fact, I have reviewed my email and found that before today, the very last electronic communication I have ever received from this site was on 5/26/2014 (a message from a sitter communicating through the site). There is also a personal message Inbox on the SitterCity.com website, which contained no emails from the site administrators regarding any transaction having taken place. I found the number for SitterCity.com online, and spoke to a representative who informed me that there was fine print in small text at the bottom of the screen that I had not noted, which stated that I would continue to be charged quarterly until I notified SitterCity.com that I wished to cancel. The last charge attempted was to a terminated credit card number, and this alerted me to the problem. The phone representative agreed to reimburse me for the payment processed on 10/28/2014, and I have received an email from SitterCity.com stating that this refund has been processed and that I will receive a refund within the next 2-4 business days. SitterCity.com should also refund the payment processed on 07/28/2014 (Transaction #XXXXXXX) for $70.00. I have never before had an experience with a company or online service that does not produce and provide any record or receipt of financial transactions to the subscriber. I have found a number of online complaints almost identical to mine, so the company IS AWARE of the problem, yet has not changed their practices to provide subscribers with notifications of financial transactions, even within the message notification system set up for their subscribers on their own site. I find their billing practices very deceitful.

Desired Settlement: $140 total ($70 in addition to the refund amount already agreed to)

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ ******** reached out to our Member Services team on January 28, 2015. The representative she spoke with did refund the maximum they were authorized to do so, which was a total of 90 days. A $70.00 refund was processed at that time. ********'s situation was escalated to the Supervisor of Member Services. An additional refund of $70.00 was processed. ********'s account is completely closed at this time and will not be billed going forward. Both refunds will post back in about 2-4 business days.

1/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 1 month subscription to SitterCity. The email receipt I received stated that the item I purchased was, "1 month". Nowhere did it state that this was a recurring subscription. I have since been charged 4 additional times for a total of $140. The fine print that I agreed to states "Paid Memberships and some paid features ("Features") may be automatically extended for successive renewal periods of the same duration as the Paid Membership and/or Feature term originally selected (as indicated at the time of sign-up). IF YOU SIGN UP FOR A PAID MEMBERSHIP OR FEATURE THAT IS SUBJECT TO AUTOMATIC RENEWAL, YOU AGREE THAT THE TERM OF SUCH PAID MEMBERSHIP OR FEATURE WILL BE AUTOMATICALLY RENEWED AT THE END OF EACH TERM UNLESS AND UNTIL YOU CANCEL PRIOR TO THE END OF THE CURRENT TERM BY CALLING SITTERCITY AT X-XXX-XXX-XXXX, BY EMAILING AT ********************** OR THROUGH YOUR ACCOUNT SETTINGS. " Nowhere on the sign-up page did it suggest that the membership I signed up for was subject to automatic renewal. As a result, I assumed I was in fact signing up for a month month membership, without any renewal. If I was looking for a longer membership, I would have selected the three month membership. As a result of the vague terms of a agreement that never specifies that the one month membership is subject to automatic renewal, and the fact that I was careful to only sign up for the shortest membership period, I feel that the past four charges to my credit card should be reimbursed as they were unauthorized charges.

Desired Settlement: I am seeking a $140 refund for the four months of charges that I incurred as a result of their vague terms of service statement and their misleading membership option. The four months of charges were unauthorized charges.

Business Response: Initial Business Response /* (1000, 5, 2015/01/13) */ *** originally reached out to our Member Services team via email on Saturday January 10th. We responded to her concerns on Sunday January 11th, see below. Hi **** Thank you for reaching out to us. It looks like you had registered for a monthly subscription to our Premium Membership. Because our memberships are subscription based, they will continue to renew until canceled as stated on the registration page. In the future, you will just want to downgrade to a Basic Membership in your Account Settings page prior to renewal to cancel your subscription. If it is easier, you can always give us a call or email us and we will be happy to cancel your subscription for you! But I've taken care of this today and have cancelled your Premium membership, effective immediately. I have also closed your account for you today and can confirm that you will not receive any further charges to this account. Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I spoke with my supervisor about your account and have processed the maximum refund for the last 60 days. You will receive two refunds in the amount of $35.00, which you can expect to see on your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help. At this time we have also responded to her concerns via Facebook. Her account is cancelled and as a courtesy we did take care of the last 60 days in refunds for her. *** will not be billed going forward.

1/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When signing up with Sittercity, the purchase page asks you to choose one month, three months, or one year. This implies that one is purchasing access for one month, three months, or one year, for the amount listed. Then, in small print lower on the page, it says that actually this is a subscription that automatically renews (either every month, three months, or yearly). Given that this is a subscription, that should be made CLEAR in the description of the item being purchased, in large print, when one chooses one's product. To put the "automatic renewal" information in small print low on the page is deceptive.

Desired Settlement: I intended to purchase one month of Sittercity. I ask that the refund five months, which I did not purchase. They should refund me $175. Moreover, to save others, they should immediately revise their payment page so that it is clear that one is purchasing a SUBSCRIPTION that automatically renews. This is relevant information that should not be hidden.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ Hi******* Thanks for reaching out. It looks like you had registered for a monthly subscription to our Premium Membership. Because our memberships are subscription based, they will continue to renew until canceled as stated on the registration page. In the future, you will just want to downgrade to a Basic Membership in your Account Settings page prior to renewal to cancel your subscription. If it is easier, you can always give us a call or email us and we will be happy to cancel your subscription for you! But I've taken care of this today and have cancelled your Premium membership, effective immediately. I have also closed your account for you today and can confirm that you will not receive any further charges to this account. Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I have secured authorization to process two full refunds for the last 60 days, as a courtesy. You can expect to see two refunds of $35.00 post back on your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help.

1/19/2015 Advertising/Sales Issues
12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was unaware that what i signed up for was automatic reacurring payments, the web page does clearly in bold state this. I tried following instructions to quit the automated reacurring billing and still they took out another 35$. I then tried calling them and did not get a reply. The phone is always busy. I was sucessful in deactivating my account and once again I have been stuck with another 35$ automatic withdrawl. I have continuously tried to call this company, they have 0 customer support and I have searched and searched for a number that will work. I would love 70$ back as i found what I needed and tried to cancel, tried to call. I would also like to stop getting billed. You also should have a "yes" or "no" button to start automatic reacurring withdrawl.

Desired Settlement: I feel as though 105$ was taken from me unfairly but I know that 70$ that the company has taken from me through automactic reacurring withdrawl was unfair and I would like it back.

Business Response: Initial Business Response /* (1000, 5, 2014/12/05) */ Hi ***** Thanks for reaching out and please know it was never our intent to disappoint you. I apologize that you were unable to connect with a representative. We do offer phone support Monday through Friday, 8am-4pm CST at XXX-XXX-XXXX. All of our memberships are subscription based and are all set to automatically renew as stated on the registration page, until cancelled. We do give each member the ability to turn their auto-renew on or off directly from their account settings. Because we are upfront about our policy, we normally do not process refunds, but we definitely want to get you taken care of today. I did locate two accounts. One is under the email, ************@gmail.com, and the other one is under the email, *************************** The account that had been closed was actually a basic account, under the email,************@gmail.com, and had never been billed. The paid account was under the email, *************@MED.NAVY.MIL and is still active. At this time your paid account is completely cancelled and two refunds of $35 were processed. You will see both refunds post back in 3-5 business days and will not be billed going forward. Feel free to reach out if you have any additional questions, we're here to help.

11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I joined Sittercity in October of 2010 as a parent member, and electively paid the requisite fee for an annual membership at that time ($101.90 with Promotional 15% Discount Off Parent Signup). I used the site for its intended purpose throughout the year without incident, and appropriately received an email in October 2011 notifying me of the expiration of my membership. My account remained inactive until February of this year, at which time I purchased a 3 month membership for $49. I received an email receipt at the time of purchase informing me of the length of membership purchased, the credit card that was used (last 4 digits), and the amount that was charged. I used the site briefly during the first month of membership (February), but ultimately was not impressed with the caregivers that I met through the site and once again, I stopped using the site. I followed the appropriate links and prompts located on the Sittercity website to unsubscribe my account, and was of the impression that my account was effectually inactive once my pre-paid 3 month membership term expired. To my knowledge, there was no interaction between Sittercity and myself after February 2014, so when I received 2 different emails in November from Sittercity telling me to resolve a payment issue, I was completely baffled. I actually thought it was some kind of spam or phishing ploy, but nope, I was really being robbed by a babysitting company. So I looked into the matter and this is what I found: Sittercity made the following debits from my checking account: FEB 5,2014: amount $49, transaction ID******** MAY 5,2014: amount $70, transaction ID XXXXXXX AUG 5,2014: amount $70 transaction ID XXXXXXX NOV 5,2014: amount $70, transaction ID XXXXXXX NOV 10,2014: amount $70 transaction ID XXXXXXX The ONLY transaction that I authorized and that I even knew about was the initial February debit, which was also accompanied by the aforementioned email receipt as previously discussed. The subsequent debits were all made with no accompanying documentation to provide the payer, me, with any details regarding the transaction that occurred. Additionally, as this is not my primary bank account I do not maintain a high balance, and these debits caused overdraft fees that would have otherwise been avoided if not for this $70 charge. On what planet does a company decide to equate a 3-month membership selection of $49 to a 12-month membership selection billed in 3 month increments of $70 ??? Because that is literally what they are doing. You don't offer membership DURATION options if you're manipulating the duration with surprise recurring billing. This is not an oversight or a clerical error, this is a decision to force memberships rather than earn them. Sittercity seems to think that their vague wordage about recurring subscription charges in fine print on their website precludes any ownership of responsibility on their part for stealing money from their members. It is not only ridiculous but it is also insulting; trying to navigate a simple task like getting your profile offline or cancelling your subscription on the Sittercity website is tantamount to finding your way out of Oz. I've taken the liberty of documenting their deceptive practices in great visual detail, as I am sure the website will become magically transformed into one of functionality once this comes to light. As it stands today, right now in this moment, Sittercity owes me $350 as follows: MAY unauthorized debit for $70 + $70 insufficient funds/overdraft fee from my bank = $140 from May bank statement AUG unauthorized debit for $70 NOV - they really got greedy this month - TWO separate unauthorized debits of $70 just 10 days apart! = $140 for Nov SO, $140 + $70 + $140 = $350 PLEASE help to stop this company from trying for round 3 on my November bank statement....I didn't realize until too late that it was the bank account that needed the Nanny Cam.

Desired Settlement: Sittercity owes me $350 as follows: MAY unauthorized debit for $70 + $70 insufficient funds/overdraft fee from my bank = $140 from May bank statement AUG unauthorized debit for $70 NOV - they really got greedy this month - TWO separate unauthorized debits of $70 just 10 days apart! = $140 for Nov SO, $140 + $70 + $140 = $350

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ On February 5, 2014 ***** upgraded her account from a basic to a premium membership. On the registration page it does state that all memberships are subscription based and will automatically renew until they are cancelled. The account was then renewed for the quarterly subscription on May 5, 2014 and August 5, 2014. On November 5, 2014 we attempted to renew the subscription, but were unable to process payment. This was a failed attempt to collect payment. A payment declined email was also automatically sent to ***** at this time. On November 10, 2014 there was another attempt to collect payment. This again was also a failed attempt and no payment was collected at that time. An additional "payment declined" email was sent to the customer. While we do not have a record of the cancellation, we definitely do not want to disappoint and have processed two refunds of $70 for May and August 2014. ***** has not been billed since that time. Please know these refunds will post back in 2-4 business days and the account is completely cancelled and will not be billed going forward.

11/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SitterCity offered introductory/trial subscribtion their site in April 2014 for $26.50 /month that I paid on 04/27/2014, used the site for a month. Then I called them to close the account. They still kept continuing to my account without notifying me until now (5 months) for the amount of $35/month. I had not received a single email with an invoice or notification of the payment in the past 5 months. I did not log in to my sitterycity account after 05/27/2014 until today to verify assuming the account was closed. When I called them today, they offered a refund of past two months. Spoke to their rep ***** and also the supervisor************. The customer service rep offered to 'credit' the remaning charges ($105) back to my account for future services. This is not acceptable because I really don't wish to use their services ever again in the future after this fraudulent experience. I would like them to refund me the charges for the remaining 3 months($105). Will appreciate your help with the resolution.

Desired Settlement: $105

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Sittercity offers subscription based memberships that are all set to automatically renew as stated during registration until they're cancelled. Each member has the ability to turn the auto-renew on and off directly from their account settings on their profile. ************** registered and opened an account in April. Since that time the account had not been cancelled, nor do we have any record of an email or phone call to cancel the membership. Because we are up front about our subscription based policy, we normally do not process refunds for auto renewals, but when ************** reached out to our Member Services team on October 22 by phone to cancel, we went ahead and processed two refunds of $35.00 as a courtesy in closing out the account. This account is completely cancelled and will not be billed going forward. Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This reply does not address the discussion with the representative**** where she gave the option to 'credit' the amount of $105 back to my account. If Sittercity really 'keeps' record of all the phone calls then they should also have recorded this. I am also sure that I called them in May 2014 to cancel. On the other note - one line message at the bottom of the subscription page does not really justify Sittercity's 'being upfront' policy. If they 'require' the user/member to provide their e-mail, then they should be 'communicating' with them about their billing/monthly charges to members cards/accounts. In the past 5 months, I have not received a single e-mail from them with any record that indicates that I have an active account with them. This is simply taking advantage of customers whether they use your services or not....how is this a legitimate business? Final Consumer Response /* (4200, 11, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This reply is not related to my concern. I am not asking any clarification on account cancellation and future billing. I am expecting a refund from Sittercity for the amount that they charged to my account fraudulently($105). Final Business Response /* (4000, 13, 2014/11/13) */ Please know it was never our intent to disappoint******** While we do not have a record of the cancellation we're going to go ahead and take care of these additional charges for her. At this time three refunds of $35 have been processed. A total of $105, will post back to her credit card statement in 3-5 business days.

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been going back and forth with Sittercity since March about a derogatory review on my profile. They have very rude and unreliable customer service. They never posted my " defense" comment to the review. My problems never got resolved.

Desired Settlement: I want my profile re- instated. I had no problems till******** I was a Sittercity member for just shy of 4 years. I would also like******** s review, that caused so much trouble, removed. I have at least 5 other outstanding reviews.

Business Response: Initial Business Response /* (1000, 5, 2014/10/23) */ ******* reached out to Sittercity to discuss a negative review on her profile. She requested to have the review removed. Multiple members of the Member Services team, including the Supervisor, took the time to speak with ******* and let her know the review would remain on her profile. We further explained that she did have the option to respond publicly to the review. Her response was posted to her profile. At this time ******* is not eligible for membership on sittercity.com due to a Terms of Use violation and her account will not be reactivated. Initial Consumer Rebuttal /* (3000, 7, 2014/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My response was not posted to the site. Part of it was the most important part was omitted. I actually had parents tell me that and that is why I called sittercity on the day they deleted my profile. Also, sittercity keeps telling me I have violated their terms, but they won't tell me what I did. ************ told me the day after they deleted my profile the Board of Directors has the final say. I have sent 2 letters to the board. Yesterday is when ********* told me I am never again eligabe to be on sittercity. I would at least like to know that is the Boards decision. ********* said that is not the case. I am contantly being misled by sittercity. Final Business Response /* (4000, 9, 2014/10/24) */ On multiple occasions ******* reached out to our Member Services department conducting herself in a very unprofessional manner. She used foul language and continued to be disrespectful towards our staff. At this time ******* is not eligible to be a member on our site and her account will not be reactivated.

10/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ************ made claims to offer services that he never intended to offer because he never showed up at a scheduled appointment, and never called to cancel or reschedule. Emails were not returned and texts were ignored.

Desired Settlement: The website needs to vet the people offering the services. sittercity.com does not adequately vet the services nor do they provide a proper way to send complaints.

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ Sittercity is not an agency, but an online meeting venue. We provide a place for families to connect with caregivers. We do an Identity Verification on everyone who registers on the site as well as screen everyone against the National Sex Offender Registry. While we do offer background checks as a highly recommended option, we cannot force anyone to run one because we are not an agency. We are able to provide the best level of Customer Service through email and phone support. We answer all emails in one business day and are available by phone, Mon - Fri: 8a.m - 4p.m CST. We are always here to answer any question and to hear any and all concerns.

9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SitterCity offered a much cheaper payment if you "subscribed" to their site. I paid, used the site for a month, and never realized that they were continuing to charge me for a service I didn't use for a year and a half. $20 monthly. There is absolutely no notification, even when our address changed they kept charging our card. This is predatory, sneaky and should be illegal. They sent junk mail advertisements to me, but not a single email with an invoice or notification of the payment. Business is based on tricking people in and taking advantage of them. I think this should be a class action lawsuit.

Desired Settlement: $380, which is 19 months of $20 payments they stole from me.

Business Response: Initial Business Response /* (1000, 5, 2014/08/26) */ ************ reached out to our Member Services team on August 19. Please see her email below. Hello, I signed up for sittercity in October of 2012, paid $10 to use the site with premium status for a month in November, found a nanny and haven't logged on to the site in over a year and a half. I was shocked when logging on to use the site again, tonight, because we need a new babysitter, to find that I have been paying $20/month for years, and I really need your help to make this right. I received no emails, no invoices, no alerts. And of course, $20 is under the radar of what would catch our eye on the credit card bill. I really feel like we have been tricked by SitterCity, and the great experience I had using the site is now completely soured. My husband and I feel SitterCity robbed us. Had I received notifications that I was being charged a fee each month, this would be a different story. But my usage of your site is well documented and I would like a refund from January 2013 to July 2014. The subscription payment without notification seems suspiciously predatory. Please let me know what you can do to help make this right, Thank you, ************ One of our team members responded, please see below. Hi ****** Thanks for reaching out. I reviewed the account and it appears you were registered under our monthly membership under a special $20.00 a month pricing. Our accounts are set to auto-renew (as stated in registration) but you can turn this off at any time in your Account Settings. I have attached a screen shot of the registration page, where a customer authorizes this. You will remain a Premium member until 8-31-14, so that you can continue out the month to send out messages. You will not be billed any further past the last charge in July. As a courtesy, we have also processed the maximum refund for the last 90 days. You will receive three refunds in the amount of $20.00 each, which you can expect to see on your billing statement within the next 3 - 5 business days. We escalated the account to our billing processor to process the 3 refunds today, because typically we can only process the most recent charge. If you need anything else, feel free to reach out. We're here to help. Thanks, ******** The Sittercity Team As a courtesy, we have gone ahead and processed an additional 3 refunds of $20.00. That is a total of 6 months that****** has received in refunds. Her account has been set to non-renew and will not be billed again. Refunds do take about 3-5 business days to post back.

9/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing on behalf of Ms.**************** who purchased a one month subscription to SitterCity's services on February 8, 2014. Ms. ******* was unaware of the charges to her credit card for the past 6 months (March through August). She received no email notifications regarding these charges and has not been on the website since signing up in February, yet the monthly charges continue. When I called for Ms. ******* and spoke with a representative, I was told that they would provide only a pro-rated refund for August; this is not acceptable. Ms. ******* asks for a reimbursement of the charges in the total of $210 and to cancel any further charges.

Desired Settlement: Refund of subsequent months charged: March - August, $35/month at 6 months = $210

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Sittercity offers subscription based auto-renewing memberships, as stated during the registration process. Every user has the opportunity to turn their auto-renewal off, directly from their own account if they would only like to use the service for a limited time. ************** upgraded her account to a paid membership on February 8, 2014 for a monthly subscription based membership. The account was never cancelled, which is why it did continue to auto-renew. Normally, when a member calls to cancel and they've already been billed for the next cycle, we will process a prorated refund for the time remaining on the membership. As a courtesy, we were able to process two full months in refunds, to cover the last 60 days. She received two refunds of $35, which we processed on August 14,2014. Refunds do take 2-4 business days to post back. At this time the account is completely closed out and will not be billed going forward.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested, in writing and on three separate occasions, for Sittercity to remove my information from their website and cancel my account. I have continued to receive emails from parents asking me to watch their children, even after receiving emails from Sittercity saying that my account is cancelled and no longer viewable.

Desired Settlement: I want ALL of my information removed from the site. I do not want ANY more emails from this company. I want WRITTEN confirmation that ALL of my information has been deleted and will not be stored for any future use.

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ Hi******** Thanks again for reaching out. I spoke with you earlier on the phone, but wanted to follow up with an email as well. The account associated with your email, crbohon@gmail.com, had previously been cancelled and closed per your request. After a more extensive search, we were able to pin point that you also had an account under the email, cbohon@gru.edu, that which we were unaware of. We have completely closed and unsubscribed that account as well. Feel free to reach out if you have any additional questions or concerns, we're happy to help.

7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: June 16 I was contacted by a person who was interested in me as a nanny. I happen to be the person who was scammed by this particular person. I was scammed out of 2,900.00. SitterCity says that their site is scam free their security system works for the ones who come on the site and represent themselves as nonscammers. Sitter City is not a safe site it's dealing with children of all ages also our personal information is given to the site. If the scammers can not be identified whose to say the children and our personal information is secured.

Desired Settlement: I just want SitterCity to police this site better than what it says it's doing.

Business Response: Initial Business Response /* (1000, 5, 2014/07/15) */ Hi ******** Thanks for reaching out to us. I do sincerely apologize for your loss. It was never our intent to disappoint you. The trust & safety of our members is something we take very seriously. We absolutely appreciate you reaching out to us with this information. In the event that we are able to identify scam activity on the site, our immediate response is to file an internal report and remove this person. Once the member has been removed we then send out a notification email to everyone who has been in contact with that person, letting them know we have removed them and to discontinue all communication. We also recommend always communicating through our site so that we can monitor activity and continue to support you. Unfortunately in some of these situations, the communication has been moved outside of the website and at that point we can no longer monitor what is going on. I would also like to share this blog post with you, "Tips to Protect Yourself from Scammers on Sittercity", which can be found here -http://blog.sittercity.com/friday-5-tips-to-protect-yourself-from-scammers-on-sittercity/ I absolutely recommend reading through this, there's lots of good info. Let us know if you have any other questions. We're happy to help!

7/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Over two years ago I used this babysitting service to find a babysitter one time. I don't even recall giving them my credit card information or authorizing any payments. I have just realized that they have charged my credit card for the amount of $70.00 at least twice since then, even though I have not had any contact with their website, job postings, etc. The charges have been made with absolutely no notification. Upon realizing these charges were occurring, I contacted the company and demanded a refund and that they close my account. They claim that the account associated with my email address has not been billed.

Desired Settlement: I am seeking a refund of any charges they have made to my credit card. To date, I am aware of two charges of $70.00 each, totaling $140.00.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ ************ reached out to our Member Services department in an attempt to close out his account and requested refunds for the time he did not use his account. We were more than happy to take care of that for him. We informed Mr.******** that the email address he provided was associated with a basic account that had never been billed, and asked if he could provide an additional email address or name that could be on the paid account. We have attempted to contact Mr.******** 3 separate times by phone and have left voice-mails. He has yet to return our call. Please see the email chain below. Hi****** We have received your request to cancel your Premium membership and process a refund of your most recent billing, however, the account linked to the email address********************** has not been billed. Please reply with any additional email addresses or names that you would like us to search under and we'll be more than happy to take care of you. Thanks, ****** The Sittercity Team ************ Sunday 08:54 There is a $70 charge to my credit card from last week from sitter city Sent from my iPhone ************ Sunday 14:02 I recently realized that I have been billed $70.00 for a sittercity account that I haven't used in over two years. In looking at previous credit card statements, it appears that I was similarly billed $70.00 on June 30, 2013. I believe that it is dishonest of your company to bill consumers with no notice that they will be charged. I would like to be refunded $140.00. Sincerely,************** On Sunday, July 13, XXXX X:XX PM,******************************************************** There is a $70 charge to my credit card from last week from sitter city Sent from my iPhone Hi****** Sorry about that. We can most definitely cancel your Premium membership and process a refund of the last two billings, however, the account linked to the email address********************** has not been billed. Please reply with any additional email addresses or names that you would like us to search under and we'll be more than happy to take care of you. Thanks, ****** The Sittercity Team ************ Monday 14:39 I would like to speak to someone at sittercity by phone to resolve this matter. You may contact me at XXX XXX XXXX. I have filed a complaint with the Better Business Bureau of the Chicago area and will be searching my credit card statements for other unauthorized charges by your company to my account.

7/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a one month membership on Sitter City. The charge is only $35/month, so we did not catch it for the past 5 months on our credit card bill. I received no email notifications or other notification regarding the charge. I have not been on the website since I signed up in February, yet they continue to charge me. I called and they told me I had a "premium" membership, which automatically renews. I was not given a choice when I signed up, and if it was told to me than it had to be fine print where no one would see it. I am an attorney and typically look out for stuff like this but they did not provide it clearly. They did cancel the membership and refunded one month.

Desired Settlement: I would like a refund of $105 for the months of unauthorized charges. This does not include the first month that I intended to purchase or the last month.

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ Hi ******** Thanks so much for reaching out. While all of our accounts are subscription based memberships, set to automatically renew, I went ahead and took care of this for you, not a problem. In addition to the refund of $35 that was already processed, I went ahead and processed an additional two refunds of $35, for a total of $105. These refunds are expected to post back in 2-4 business days. Let us know if you have any additional questions or concerns, we're always happy to help! Thanks, The Sittercity Team

5/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have not used this account for two years. We have been billed for renewals without any sort of notice, receipts, confirmation of payment, or anything of that nature. This is clearly intentional and amount to consumer deceit. We demand an immediate, full refund for the past two years ($280).

Desired Settlement: FULL refund for two annual billings ($240 total) for which no advance notices or receipts were sent in regards to annual renewals.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ ************** reached out us via email on Saturday 05/10/2014. We immediately addressed her concern about the annual membership fees and processed two refunds of $140 on 05/11/2014. We explained that she would see these refunds post back in 3-5 business days. Please see email chain below. I have not used this account for two years, We have been billed for renewals without any sort of notice, receipts, confirmation of payment, or anything of that nature. We demand an immediate, full refund for the past two years ($280). We also intend to pursue this with the Better Business Bureau and other social media sites. Hi ******** Not a problem, we can definitely take care of this for you. We have cancelled your Premium membership and you will not be billed any further. We have also taken care of those charges from 2013 & 2014. You can expect to see two refunds in the amount of $140.00 each post to your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help. Thanks, *********. The Sittercity Team

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: one of the families that was interested in hiring me filed for a background check. I passed the enhanced background check but not the motor vehicles one due to a parking ticket that was not paid. I contacted sittercity.com and spoke with customer service to get more information about it and get it taken care of. Sittercity should not have ruin my reputation and give my name bad rep. it was wrong.

Desired Settlement: To email back all the families they emailed and tell them that I am clear.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ Hi********* My name is ********* and I'm the Manager of Member Services here at Sittercity. I have taken the time to review your account. Due to the results of your Motor Vehicle Records Check, you are ineligible for membership on our site. Feel free to check out what's covered in a background check here: https://www.sittercity.com/background-checks/whats-covered.html If you have any questions about this information, I'm happy to help. You can reach me directly at XXX-XXX-XXXX ext. *****

4/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I signed up on the site and sent emails to several profiles. None of the people contacted even sent a "no thank you" email. I search locally using google and facebook for the people named in the profiles. No real people were found. I went online to deactivate my account. I can only cancel my account but I cannot cancel my credit card payments. Even though I only signed up for one month the site will continue to charge my credit card every month. This entire site is a scam to charge recurring payments on your credit card. There are no real babysitters.

Desired Settlement: I want a refund of the amount I was charged. I do not want any additional charges on my credit card. I want notification in writing that my account was closed and my credit card will not be charged again in the future.

Business Response: Initial Business Response /* (1000, 7, 2014/04/04) */ We hate to hear of this unfortunate experience. ******** did reach out to our customer support. We took care of this customer, cancelled her account and processed a full refund right away. I've included the email conversation below. I do not want this service. I cannot find the cancel button anywhere on my account settings. I do not want this service. I do not authorize you to charge my credit card. This site is a FRAUD. The profiles are not real. I am reporting you to the Better Business Bureau. *************************** Hi******* We have cancelled your Premium membership and you will not be billed any further. We have also processed a refund in the amount of $24.50, which you can expect to see on your billing statement within the next 3 - 5 business days. If you need anything else, feel free to reach out. We're here to help. Thanks, ****** The Sittercity Team Initial Consumer Rebuttal /* (2000, 9, 2014/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

Complaint: Last year I signed up for your service. I was billed for a year approximately 64.00 when I wanted a month. I was told it would be reversed and it never was. I was once again billed this month and this time it was for even more than last years billing, $90.00. It was a terrible experience and I could not imagine entrusting my kids to any candidates listed on your service. When the additional billing hit my account I cancelled my card. The first representative Holly several times that my card was cancelled. She kept insisting that she could not locate my information. I asked to speak to someone that could she refused and kept me on the phone for at least 30 mins before finally agreeing to find a supervisor. Finally I spoke to ********* who ********* told me that she was in charge of the entire call center and there was no one above her that could help me. ********* politely agreed to refund both charges which I was appreciative for. I told her several times that the banking information your company had for me on file is now invalid due to your unauthorized charges. She insisted that I had to follow process Refused to send me a reimbursement and only to the invalid account information. Sad attempt to hold onto the money. Both ********* and Holly wasted an hour and a half of my time and just down right refused to help me and provide any sort of customer service. I have no doubt in my mind that these funds will NEVER to returned to me. The people that use this service are families and it is a shame that Sitter City would treat a family and their finances this way. I told ********* several times that the information was invalid and yet she insisted to send the funds to the invalid information.

Desired Settlement: I would like a check issued to me in the sum of $160.00 mailed to my home address. I can not trust this company with my banking information since the have abused that trust

Business Response: Initial Business Response /* (1000, 7, 2014/03/11) */ On February 27, 2014 ******* reached out to Sittercity Member Services requesting the cancellation of her account and two refunds. Both refunds were processed electronically that same day. It was explained to ******* that if those refunds did not appear back to the card on file in 5 business days, we would be more than happy to issue a check for the full refund amount. Friday March 7, 2014 a follow up email was sent to ******* to ensure that she did receive the refund. We expressed our concern and willingness to process a paper check at that time if need be. At this time we have not heard from *******.

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up as interested in child care or pet sitter. Did not sign up for background check as I have worked for the FEDERAL GOVERNMENT and my fingerprints are already on file. Applied for a few jobs. No responses from ANY position applied for. Emailed complaint form to Sitter City. Was told,"Maybe because you didn't sign up for the background check". My daughter DID do the background check and she never received any responses either!!!!

Desired Settlement: To be put out of business! They are a scam!

Business Response: Initial Business Response /* (1000, 5, 2014/02/17) */ Hi ********* I'm so sorry to here that you haven't had much luck on the site. While we do highly recommend that sitters run the background check, we do know that this is not a guarantee for job placement. At this time I have offered you a background check at no cost to you, which you can accept directly through your "my background checks" quick link located directly on your profile. I would also be more than happy to refund your daughter for the background check she purchased. If you have any additional questions or concerns please feel free to reach out. We are always here to help. (**************)

12/16/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: On December 3, 2013 I signed up with Sitter City to find part time work as a nanny. After submitting a resume I was asked to pay for a background check and motor vehicle check to become more marketable for the positions. After submitting my credit card information, I was asked to fill out personal information for the background check. Unfortunately,something went wrong with the system because it would not accept my name and social security number. Afterwards I was locked out of the entire system and my account was closed. I was not able to apply for any jobs as stated and I did not have access to the background and motor vehicle reports however, my credit was still charged. I sent several emails to Sitter City's customer service and made several phone calls and have not received a response. I would like access to the background and motor vehicle reports that I paid for and I would also like access to the available positions or a refund .

Desired Settlement: I would like access to the services promised or a refund.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Contact Name and Title: *** ******* - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hello ********, Per your conversation with our representative we have updated your account and offered two additional background checks for you to complete. Please feel free to contact us if you need any additional assistance. Thank you, *** at Sittercity

12/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got subscription for a month and the closed my account and disabled auto subscription as detailed it sitter city's cancellation policy. Sitter city does not send any cancellation confirmation email neither it gives any option to remove credit card information from their website. I want refund for $35 and close my account forever.

Desired Settlement: Refund for $35. Confirmation email for cancellation.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Contact Name and Title: *** ******* - Supervisor Contact Phone: XXX-XXX-XXXX ***** Contact Email: ********@sittercity.com Hello *****, I apologize that your account was not properly canceled. I have made sure that the account is closed and also have issued a refund for $35.00. Please feel free to contact me if you need any additional assistance. Thank you. *** at Sittercity Final Consumer Response /* (2000, 7, 2013/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally joined the site to help my mother find pet sitting jobs. When we decided that the site wasn't for us, I requested that my profile be REMOVED and ALL emails stopped. I got an email from the company saying that this request had been processed. However, two week later, I was still getting daily emails from Sittercity. I requested AGAIN that my information be removed from ALL databases in the company. Again, I received an email stating that my request had been processed. 2 MORE weeks later, I was STILL getting emails about jobs with Sittercity, so I called the number listed in the email - (XXX) XXX-XXXX and spoke with ***** saying that I wanted my profile/email removed and maybe there was a problem with the system. She said at that time that my profile HAD been deleted, but that my email was still in effect in the marketing database. Isn't the marketing database included in the phrase "all databases in the company"? I asked her - she had no idea. she told me that it was submitted for removal from the marketing database. Here it is, now SIX WEEKS later, and I got another email from Sittercity TODAY! I called the number AGAIN, spoke with Holly again and demanded removal of my name from ALL databases! She said that it takes several days for requests for removal to be processed. This is total garbage. I am an IT professional, myself, and I know that databases can be changed at any time and that deleting records from databases is as easy as highlighting the record and pressing delete. There is NO conceivable reason why I should have the aggravation of repeated emails and insulting scripted comments about requests taking several days when I simply want NO FURTHER CONTACT from this company at all. I just want to be left alone and have my name REMOVED FROM ALL DATABASES! I don't even want a confirmation email saying that they have received my request (yet again) or anything saying it was completed. I WANT NO CONTACT FROM THIS COMPANY. TELLING CUSTOMERS/CLIENTS THAT THEIR INFORMATION HAS BEEN RREMOVED WHEN IT CLEARLY HASN'T VIOLATES THE CUSTOMER'S PRIVACY! I DON'T WANT MY NAME ASSOCIATED WITH A COMPANY THAT CAN'T TREAT THEIR CUSTOMERS WITH THE RESPECT THEY DESERVE.

Desired Settlement: I WANT NO FURTHER CONTACT FROM THIS COMPANY AT ALL I WANT THEM TO DELETE RECORDS/PROFILES/EMAILS WHEN THEY SAY THEY DID.

Business Response: Initial Business Response /* (1000, 5, 2013/12/04) */ Hi ***, We absolutely apologize for the frustration that we have caused you, please know this was not our intent. We have removed your account and have confirmed that your email has been removed from all marketing emails. Please let us know if there is anything else we can do for you. Final Consumer Response /* (2000, 7, 2013/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have cancelled the service online (my login name is matt.starika@outlook.com) and they have charged me $35.00 on 10/29/13 and another $35.00 on 12/01/13 on my debit card. I have cancelled the service but they are still charging me.

Desired Settlement: $70.00

Business Response: Initial Business Response /* (1000, 5, 2013/12/03) */ Contact Name and Title: *********** - Supervisor Contact Phone:******************* Contact Email: ********@sittercity.com Hi there, Per your request your account has been canceled and two refunds of $35.00 have been issued. Please feel free to contact us if you need any additional assistance. Thank you, *** at Sittercity Final Consumer Response /* (450, 8, 2013/12/03) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

11/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sittercity recently charged my credit card for $70 for a membership I never requested. I originally purchased a three-month membership in October 2012. At that time, I did not set my account to renew automatically. After my three-month membership was up, I wasn't charged anything by Sittercity until October 2013, when I was without warning charged $70 (presumably for another three-month membership). When I logged into my account, it was set to automatically renew, an option I NEVER requested. Moreover, when I try to deselect the automatic renewal option in my account settings (selected "no" for automatic renewal and hit save), my account always reverts back to automatic renewal. When I tried to call to resolve this matter (using two different customer help lines I could find listed for them), I couldn't reach anyone (the phone system said the lines and operators were unavailable). Product_Or_Service: Three-month membership Order_Number: na/ Account_Number: n/a

Desired Settlement: DesiredSettlementID: Refund I would like my $70 refunded to me (and any other charges to my credit card that might have been made since the initial account purchase last October). Because Sittercity does not send updates about monetary activity on accounts, and because I had a newborn, I may have overlooked renewal charged in the intervening months. If so, I would like them all refunded, and my account closed.

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ Contact Name and Title: *** ******* - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hi ****, All Sittercity memberships renew until they are canceled as stated during registration. I have closed your account and issued a refund for $70.00. Please feel free to contact us if you need any additional assistance. Thank you, *** at Sittercity

11/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SitterCity charged me auto-renewal fee after I had turned off the auto-renew on my account settings on their website and saved. I saw the $70 charge on my Visa and figured I had messed it up somehow. So, I went back to my account settings on their site and attempted to change my auto-renew setting to off FOUR times. Each time I saved the change and went back into my account settings to review and each time it reset itself to on (despite confirming to me that my change had been saved each time). This is a scam and fraud!

Desired Settlement: I would like 3x the charge refunded ... same as if someone steals from a store. I'd also like reporting run to see who else they're scamming!!

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ Contact Name and Title: *********** - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hi *****, Thank you for your message. All Sittercity memberships renew until they are canceled, as stated during registration. I have closed the account and issued refunds for the additional charges. Please feel free to contact us if you need any additional assistance. Thank you, *** at Sittercity

11/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My account gets terminated on 10/23/13.. i call to find out why and the lady says ohhh yeah i'm not sure all we know is you violated the terms of use. I said, how? Can you tell me what i did? All i did was apply to jobs, so explain to me. She says, i can't.. like i said all i know is that you are terminated.. i said okay.. what do i do now? She says nothing, you will never be able to get a sitter city account again. I said okay, i will just make a new one. Have a great day. She continued to tell me i couldn't and they will terminate that account as well, i asked her why and she still wouldn't tell me. This company is a joke and i personally think they did that because i didn't pay for the back ground check.

Desired Settlement: I want a reasoning on why my account got terminated and why i can't continue to use the website!

Business Response: Initial Business Response /* (1000, 5, 2013/10/24) */ Contact Name and Title: *********** - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hello ******, We did take the time to review your account and your account has been terminated due to a Terms of Use violation. Please refer #6. Use of the Site under the Terms of use on the site for further reference. Thank you, *** at Sittercity

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I wanted to give a Sitter City gift certificate to my sister as a holiday gift. I was told by the Sitter City representative in December 2012 that they did not offer gift certificates, but that my sister could create an account, and I could pay for the membership. My sister selected a one year memebership that included "free background checks", per the payment receipt. The membership was $90, and was paid with my credit card. When my sister used the service, she was charged six separate times for background checks. When I called to ask about the charges that appeared on my credit card statement, I was told by the Sitter City representative the charges were for motor vehicle checks, and enhanced background checks on selected baby sitters. The total charged for the background checks was $210. I was also told that the user is advised at the time the background checks are run that there is an additional fee for the service. My sister claims she saw no such warning when she used the service. Further, she never received a receipt for these charges, unlike when the membership was purchased. The representative of Sitter City advised me that no receipts are generated for the enhanced background checks or motor vehicle checks, but they could send receipts if necessary. I asked that receipts be sent. I asked if I could get a refund for any portion of the background check fees, as we understood this was included in the $90 membership fee. I was told no. I asked to speak to a supervisor and was told I was speaking with the supervisor. I advised the representative of Sitter City that I know for a fact that there must be some profit built into the fees charged, as I run background checks and motor vehicle checks as part of my job, and I don't pay those types of fees for the service. No response was made to this comment. I was told I would have to work out the refund issue with my sister. Product_Or_Service: Baby Sitter Locator Service Order_Number: ******* Account_Number: none provided

Desired Settlement: DesiredSettlementID: Refund I would like to receive a refund of the $210 charged to my credit card for the enhanced background checks and motor vehicle checks supposedly performed by Sitter City.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Contact Name and Title: *********** - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hello ******, When the Annual Plan was purchased it did state that three Standard Background checks are included with the membership. When the additional checks (Enhanced and Motor Vehicle) were offered, it did state the price of each additional check prior to submitting the request. All receipts for purchases are located on the Account Setting page within the Sittercity account itself. Because we specify the amount of each check before the request is sent, we will not be able to issue a refund for those charges at this time. Please feel free to contact me if you need any additional assistance. Thank you, *** at Sittercity

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 3 month subscription to SitterCity.com in January 2013. I just realized that have continued to charge my account $70 each quarter since. The last charge came through on 9/27/2013. When you call their customer service, you are immediately sent to a voicemail that states their hours of operation and that they are sorry they missed your call. You receive this message even when you call during the correct hours. You are unable to leave a message. In addition, they have not sent any type of receipt each time they have charged my account. Finally, I google reviews on the company and learned that I am not the only one this has happened too. I am so disappointed and upset and really do appreciate any help you can provide. Thank you, ************* Product_Or_Service: Babysitter finding Service

Desired Settlement: DesiredSettlementID: Refund I would like a refund of $140 from SitterCity for the 2 quarters they charged me $70. I would like to ensure my account is fully deactivated and all of my credit card information is removed.

Business Response: Final Consumer Response /* (450, 5, 2013/10/18) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

10/15/2013 Problems with Product/Service
10/7/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for an account and was advised to do a background check for $14.99. I was emailed the results that said I did not pass it. However, within the last 2-3 weeks I completed an FBI background check to be a foster parent and passed it just fine. I then researched Sittercity and see a LOT of complaints just like mine and even unauthorized charges. This company appears to be a scam!

Desired Settlement: I would just like my money refunded, please. And for Sittercity to delete all of my information from Sittercity's database. I gave out all of my information on this site and I regret it!I have closed my account with them.

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ Contact Name and Title: *********** - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hello ******, Your background check did not pass *** to a name discrepancy. We do allow you to dispute these results to clear up any issue that may arise. As a courtesy I have issues a refund for the $14.99 and have completely canceled your account. Please feel free to contact me if you need any additional assistance. Thank you, *** at Sittercity

9/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: *********, another Sittercity user, posted a review onto my profile. This review was posted after this woman threatened and berated me on a phone call. The review makes claims that are false and made maliciously in an attempt to hurt my reputation. It violates section 6 of the Terms of Use, as it can be considered libel. I contacted Sittercity customer service and was informed by ******* that "Unfortunately, we do not remove reviews unless they violate our Terms of Use, including defamatory, unlawful, etc.". This review does, indeed, violate the terms of service. I pointed this out to *******, but was then told that "We cannot remove a review unless the person who wrote the review requests to have it removed". I emailed Sittercity once again, pointing out the violation of the Terms of Use, but did not receive a reply.

Desired Settlement: Due to this review violating section 6 of the Terms of Use with it's libel content, I would like this review removed from my profile.

Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ Contact Name and Title: *** ******* - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hello ****, The review can only be removed if the parent that posted it requests that it be taken down. You do have the ability to leave a response to the review as well. Also, if you would no longer want your account active, please do not hesitate to reach out to us and we will close the account for you. Thank you, *** at Sittercity

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Enrolled in service August 5th 2013. Purchased 'One month' Membership. When purchasing this on the website, the screen gives multiple options for duration of membership (1,3 or 12 months) but makes NO mention that whatever you option you choose it will be automatically renewed and charged to your credit card. I have no doubt that there is some clause buried in the terms and conditions, but this is an extremely misleading and unethical practice. I was charged another $35 on 9/3/2013 despite using the service for only one week. No email or postal receipt or notification occurred. If I have not closely studied my credit card bill it would pass unnoticed, as I am sure happens to many customers.

Desired Settlement: While we were very happy for the service that sittercity provided for the month that we purchased, the second month of membership was unauthorised and unused. We would like a refund of the $35 charged for that month.

Business Response: Initial Business Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: *** ******* - Supervisor Contact Phone: XXX-XXX-XXXX x7008 Contact Email: ********@sittercity.com Hello *****, All Sittercity memberships renew until they are canceled as stated prior to entering credit card information. I have closed your account and issued a refund for $35.00. Please feel free to contact me if you need any additional assistance. Thank you, *** at Sittercity

8/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I logged on to Sittercity.com 8/5/2013 to write a review for a pet sitter who has worked for me for a year +. She paid them $14.99 for a basic background check so she could post a "free" caregiver's listing on their website. After failing to find a page on which to write said review, was taken to a page asking me to pay $35 for a monthly subscription. Called cust svc on 8/5/2013 and was told that I must not only register for the "free trial" services (providing a lot of personal info), but also buy a $35 membership in order to write a review, even though I do not want any of the services offered by their company. A similar company gave me a free link to write a review for the same person on the other company's profile for her. Is it even legal to demand that I pay, even though I do not want their services (looking up full caregiver profiles, contact info, references, & reviews - $70 to $140 if background checks also desired)? Seems unethical...

Desired Settlement: I would like to be able to write a review for my excellent care provider without having to pay. I can understand providing the personal ID info, so that they can verify that I am who I say I am, but I do not want to pay in order to support her wish to be fairly represented on their site.

Business Response: Initial Business Response /* (1000, 5, 2013/08/06) */ Contact Name and Title: *** ******* - Supervisor Contact Phone: XXX-XXX-XXXX ***** Contact Email: ********@sittercity.com Hello *****, In order to leave a review on a Care Provider through Sittercity.com, you must be an active member and have had communication through the site with the provider in question. Because you are not a current or previous member of Sittercity.com the provider can use you as a reference instead. Please feel free to contact me if you need any additional assistance. Thank you, *** at Sittercity

7/29/2013 Problems with Product/Service
7/8/2013 Advertising/Sales Issues
6/17/2013 Advertising/Sales Issues
6/10/2013 Advertising/Sales Issues
6/4/2013 Advertising/Sales Issues
5/7/2013 Problems with Product/Service
4/24/2013 Billing/Collection Issues
3/20/2013 Billing/Collection Issues
3/15/2013 Problems with Product/Service
3/15/2013 Delivery Issues
3/14/2013 Problems with Product/Service
3/8/2013 Problems with Product/Service
2/26/2013 Advertising/Sales Issues
2/25/2013 Problems with Product/Service