Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2026 I canceled my Procare Solutions account (cancellation request submitted March 2, effective April 18, 2026) and received email confirmation from a Procare representative that the cancellation was complete. Our Procare/Tuition Express account was originally opened for our REMOVED, REMOVEDlocation (REMOVED), which has since closed. Current location: REMOVED, REMOVEDI accept the April 2 charges ($35.25 and $26.25) as legitimate, since they fell within my 30-day cancellation notice period. However, Procare's billing service Tuition Express continued debiting $26.25 from my business checking account every month after the April 18 effective cancellation date: May 4, 2026; June 2, 2026; July 2, 2026; August 3, 2026; September 2, 2026 - a total of $131.25 in unauthorized charges. The September charge occurred after my formal written demand. I also continued receiving monthly merchant statements as recently as October 2026, showing the account was never fully REMOVEDstop these unauthorized debits I was forced to cancel my debit card entirely and have a new card issued, because Procare would not stop the billing or confirm the account was closed.On July 31, 2026, REMOVED, Associate Customer Success Manager, flatly refused any refund, stating they were 'unable to approve a refund' and calling the charges 'valid and non-refundable' - including charges made after my cancellation took effect.On August 10, 2026 I sent a formal written demand requesting (1) a full refund of all unauthorized charges from May 2026 onward, (2) immediate removal of my banking/payment information from their billing system, and (3) written confirmation of both within 10 business days. On August 14 she replied only that she had copied her manager. No manager ever followed up. As of today I have received no refund and no confirmation that the account is closed or my payment data removed.

  Business Response

  Date: 10/09/2026

  Dear Ms. REMOVEDyou for bringing this matter to our attention, and please accept our sincere apology. After a full review of your account, we agree that the charges you have disputed should not have occurred. Your March 2, 2026 cancellation was received and processed, but the Tuition Express account associated with your second location was not closed at the same time. That error was ours. Your earlier refund request should have been escalated for review and was not, and we regret that your August correspondence did not receive a timely response from management.

  
  To resolve this, we have taken the following actions:

  
  Account closure: The Tuition Express account for REMOVED, including the account appearing on your statements as REMOVEDII, has been closed effective August 27, 2026. No further charges will be made.

  
  Refund: We have submitted a refund request for $131.25 to our finance team for review. This covers the five monthly charges of $26.25 billed May through September 2026. Refunds are issued by check or electronic payment, and I will contact you directly within 2 business days to confirm which you prefer. Once processed, please allow up to four weeks to receive it.
  Payment information: Because the account is closed, the banking and payment information on file will not be used for any future charges.

  
  We will also send written confirmation of each item directly to you at REMOVED.
  

  
  

  Customer Answer

  Date: 10/15/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:09/23/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a three-month low-cost subscription. Prior to this period even ending, I contacted my REMOVEDand told them to cancel our account as it was not going to be a good fit. He claimed he would begin the cancellation process, but we have continued to be billed every month since. I have contacted both him, and the general email advised for cancellation numerous times with no response. Again, we continue to be charged.

  Business Response

  Date: 09/23/2026

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration you've experienced. You're absolutely right to escalate thisyour cancellation request should have been processed promptly, and we failed to meet that expectation.
  
  Here's what we're doing immediately:
  
  ? Today: Our Customer Success Manager will contact you directly to process your cancellation request without further delay
  
  ? This Week: Our Finance team will review all charges incurred after your initial 30-day cancellation notice (June 1st) and process a full refund for any unauthorized billing
  
  ? Follow-up: You'll receive confirmation of both the cancellation and refund status within 5-7 business days 
  
  We understand this experience hasn't reflected the service quality we strive for, and we're taking this seriously to make it right.
  
  Again, our apologies for the inconvenience and lack of responsiveness.

• Initial Complaint

  Date:09/15/2026

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Procares failure to provide me access to my account and the information they manage for my REMOVEDson is enrolled at REMOVED, which uses Procare to manage parent accounts, payments, and sensitive personal information. For over two months, REMOVEDhas repeatedly attempted to create and/or restore our Procare account, but we still cannot access it.I have downloaded and deleted the Procare app numerous times and followed all troubleshooting instructions provided. I have also contacted Procare directly through emails and attempted to reach customer support. However, when I contact REMOVED, I am directed back to the daycare. When the daycare contacts Procare, they are unable to reach an actual customer-service representative and instead receive automated/AI responses instructing them to delete and recreate the account. They have been following these instructions and contacting Procare on a weekly basis for more than two months, with no resolution.This is particularly concerning because Procare is handling our child's personal information as well as our personal and financial information, including payment-related information, while I am unable to access or manage the account associated with that REMOVEDthis point, the issue has continued for an unreasonable amount of time despite repeated efforts by both myself and the daycare to resolve it. There appears to be no effective way to reach a human representative who can investigate the account and correct the underlying problem.I am requesting that Procare have an actual customer-service representative review this matter, restore or properly establish my account, confirm that my child's and my personal/financial information is correctly associated with my account, and provide me with reliable access going forward.Our guardian emails are:REMOVED

  Business Response

  Date: 09/19/2026

  See Attachment for response.

• Initial Complaint

  Date:09/10/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October, November and December Procare Solutions sent information that they created a Cloud based system that they would have their customers migrate to if they chose to. If you wanted to run on the existing Client based system you could but support would be eliminated eventually. We called in October and again in December to verify that we could continue with our Client based system and both times we were told yes. On February 17, 2026 we were completely locked out of our Client based ProCare system, with no option to access our hijacked data unless we provided a credit card, and agreed to migrate to ProCare Cloud. Literally reached into our business network and stopped our system from working. The September 2, 2025 email states support will be discontinued for all non-hosted environments after December 31, 2025. This language indicates that continuing a non-hosted environment would be allowed, simply not supported. The October 20, 2025 email explicitly states, You will retain access to your base software. However, we were still forced to schedule migration for Wednesday, May 13, 2026. With the credit card on file from February (in order to get our data back) they charged their monthly new cloud fee for February, March, April and half of May. We have requested a refund for those charges because we were not receiving the cloud system until the middle of May. They had access to our card and charged it. We have NUMEROUS emails since January 2026 reaching out to different individuals to refund our money for the months we did not use the Cloud based system. Will share those communications when requested. Emails have been sent almost every week since February. We have spent hours and hours on this issue with no professional responses. It's very wrong to reach into someone's network, and it is also wrong to charge them for services they did not have access to. Would love to see this company make this situation right.

  Business Response

  Date: 09/11/2026

  Please see attached document for formal response to complaint.

  Customer Answer

  Date: 09/15/2026

   
  Complaint: 25259905
  
  I am rejecting this response because the response was not an accurate reflection of the experience and the events that happened.  Documentation of 60 pages of emails has been condensed to 6 pages in order for Procare to review this documentation.  Dates have been provided for phone calls that were recorded by Procare for review.  Providing this extensive information, we are hopeful to come to a professional agreement on what actually took place in the past year and to receive a refund for services not rendered.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 09/16/2026

  Please see attached response.

   

  REMOVED

  Customer Answer

  Date: 09/22/2026

  Hi REMOVED,

   

  We are delighted and pleased with the last response from Procare.  However, Procare has not reached out yet to attend to the refund.  How do I proceed with selecting a response of Accepting their response or Rejecting their response? 

   

  Thank you again for your help! Much appreciated.

   

   

  REMOVED, Owner/Administrator

  REMOVEDCorner Campus LLC

  REMOVED

  REMOVED, WI 53551

  REMOVED

  Customer Answer

  Date: 10/20/2026

  Hi REMOVED,

   

  It has been over 10 to 14 days since the resolution on this complaint was reached between our two companies.  As of this morning we have not been contacted with a refund which was the resolution.  Please let me know how I should proceed.

   

  Thank you much for your assistance.

   

   

  REMOVED, Owner/Administrator

  REMOVEDCorner Campus LLC

  REMOVED

  REMOVED

  REMOVED

  
  

  
  

  Business Response

  Date: 10/20/2026

  Dear REMOVED,
  Thank you for the update. Our Customer Success team spoke with REMOVEDby phone today to hear her experience firsthand and to discuss the resolution. We apologized for the communication gaps she experienced throughout the migration, and we appreciate her patience.
  During the call, we reviewed the credit for three months of cloud subscription fees, which will be applied to her next three monthly invoices. Our Finance team has received the request. Within the next week, we will follow up with REMOVEDwith a contact guide for her account and an update confirming the credit.
  We are committed to seeing this through and will share confirmation with the BBB once the credit is in place.

  Customer Answer

  Date: 10/20/2026

  Chelsea from Procare reached out to me this morning at 10:00 am.  Procare will be providing a refund for the months of November, December and January.  She will also be providing our business with a list of names and numbers for any future questions and/or concerns along with her number and email.  
  
  Thank you REMOVEDfor your mediation and professionalism.  
  
  
  REMOVED, Owner/Administrator
  REMOVED
  REMOVED
  REMOVED
  

  
  

• Initial Complaint

  Date:06/25/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our panel for this service went down in October. We made numerous attempts to contact your company for assistance, often waiting on hold for over an hour each time.We were told that a piece of hardware was needed and agreed to have it ordered. I promptly signed and returned the required document. However, on multiple occasions, we were told the part had not been ordered because the signed paperwork had not been received, requiring me to complete and return the documents several times.Throughout this process, we were never able to work with the same representative twice. We were told we would have an account manager, but calls and emails frequently went unanswered. The only department that consistently responded was customer service, and even then, it was often only after significant follow-up on my part.After months of delays, the part was finally ordered but shipped to the wrong address. By January, we were still without service. When the part eventually arrived at the correct location, we discovered it was not the part we needed.Unable to get the issue resolved, we contacted another company for assistance. They repaired the system at the end of May/beginning of June and determined that the actual issue was an unnecessary adapter, not the hardware that had been ordered through your company.Since then, I have repeatedly tried to arrange the return of the unused part. Several times I was assured someone would contact me, but no one ever did. Again, customer service was the only department that responded to my REMOVEDthis point, we need to return the part and obtain a refund. I also believe a credit or refund for the service should be considered, as we were unable to use this portion of the service for approximately nine months due to delays, miscommunication, incorrect diagnosis, and lack of follow-through. The amount of time and effort required on our end to resolve this issue has been excessive and extremely frustrating.

  Business Response

  Date: 06/29/2026

  We sincerely apologize to the customer for the experience described in this complaint. The delays, miscommunications, and lack of follow-through she encountered over the course of several months fell far short of the standard of service we hold ourselves to, and we take full responsibility for the difficulties this caused.
  
  A member of our Customer Success team has since connected directly with the customer, and we are pleased to report that we have reached a mutual resolution. The keyless entry system at REMOVEDis now fully operational, and we have addressed the customer's concerns to her satisfaction.
  
  We have also ensured that the customer has direct contact information for her dedicated Customer Success team going forward, so she always has a reliable and responsive point of contact should any questions arise.
  
  We appreciate the customer's patience throughout this process and remain committed to providing her with the level of service she deserves.
  

  Customer Answer

  Date: 07/08/2026

   
  Complaint: 24981981
  
  I am rejecting this response because: I did on fact receive a call back and we did reach an agreement. I am only waiting to hear back on a couple of things but expect to hear soon. This is the only reason that I do not accept this response yet. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/15/2026

  We have followed back up with the customer and have let them know that the refund check is in the mail.  

  Customer Answer

  Date: 07/15/2026

   
  Complaint: 24981981
  
  I am rejecting this response because: only because we have not received our refund yet
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 07/31/2026

  I know the case is closed but I did want to update that we did in fact receive our reimbursement yesterday and that we are now satisfied. Thank you
  

  
  

• Initial Complaint

  Date:06/02/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a Procare free trial after being informed by their representative, REMOVED, that there would be no charges during the six-month trial period.We only used the system briefly to evaluate whether it could support our DRDP observation requirements. Once we determined it did not meet our needs, I requested cancellation before any paid service would REMOVEDMay 2026, I noticed an ACH withdrawal from "TUITIONEXPRESS." When I contacted Procare, I was told the charge was for April merchant account activity and/or monthly minimum REMOVEDconcern is that these fees were never disclosed to me during the sales process or trial setup. I was led to believe the trial was free, and at no point was I informed that Tuition Express fees or monthly minimum merchant account charges would apply during the trial period.I asked Procare to provide documentation showing where these charges were disclosed in the contract or agreement, but I have not received a response.I am requesting:1. Documentation showing where these fees were disclosed before enrollment.2. A clear explanation of the charges.3. A review and refund of the charge if it was not properly disclosed.I believe the marketing and communication regarding the free trial were misleading because important fees were not clearly explained upfront.

  Business Response

  Date: 06/03/2026

  Dear REMOVED,
  
  Thank you for contacting us through the Better Business Bureau. We appreciate the opportunity to review your experience and respond to each of your concerns directly.
  
  Regarding fee disclosure, we have thoroughly reviewed your account and can confirm that the Tuition Express (REMOVED) fees were disclosed prior to activation through multiple touchpoints: (1) a signed pricing document on January 28, 2026, which included the REMOVEDrate schedule and monthly minimum; (2) your implementation call on February 2, 2026, during which our team reviewed REMOVEDrates with you; and (3) a billing setup call on February 5, 2026, where REMOVEDrates were reviewed again. Our implementation case notes also explicitly recorded April 2026 as the Monthly Minimum Start Date.
  
  We are happy to provide you with a copy of the signed REMOVEDAgreement, which includes the full Fee Schedule on Page 3 itemizing all applicable fees.  I will send this in a separate email directly to you.
  
  Regarding the specific charge, the REMOVEDwithdrawal from Tuition Express in May 2026 reflects the $25.00 monthly minimum fee for April merchant account activity, applied per your signed agreement. The REMOVEDaccount remained active through April 30, 2026, with a churn effective date of May 1, 2026.
  
  We do recognize that you submitted your software cancellation on March 23, 2026 prior to the REMOVEDmonthly minimum period beginning and that you never had the opportunity to use the REMOVEDWhile the charge is contractually valid and was properly disclosed, we understand this created a confusing and frustrating experience.
  
  As an act of good faith, we are issuing a full refund of $26.25.
  
  We regret that our product was not the right fit for your DRDP observation needs, and we appreciate the time you took to evaluate Procare. If you have any remaining questions, please don't hesitate to contact us directly at REMOVED.
  
  Sincerely,
  Procare Software Customer Experience Team

  Customer Answer

  Date: 06/05/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVEDL

• Initial Complaint

  Date:05/18/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We looked at ProCare for our Daycare and decided against it. Then I got charged $86.02 by them on April 1st, 2026, I called them and they promised me a refund via phone and that it is cancelled. I called again and was promised a refund again. Then on May 1st, 2026 I for charged again and have been trying to contact them since, with no answer. I wrote them several emails and tried to called them several times without any success. I told them I will contact you if this is not resolved by May 18th, but I did not hear anything from them. So now I am trying to resolve it this way. Thank you very much.

  Business Response

  Date: 06/05/2026

  Complaint Date: 5/18/2026 
  Complaint ID: REMOVED 
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and appreciate the opportunity to provide clarity on the account history and our cancellation process.
  
  Ms. REMOVEDenrolled in Procare Essential Online on December 8, 2025, completing the sign-up process including providing her business details, tax identification, and payment information during a recorded sales call. As part of her enrollment, she received a promotional offer of three complimentary months (December 2025, January 2026, and February 2026), with recurring monthly billing beginning in March/April 2026. The monthly charge of $86.02 reflects the standard subscription rate of $79.00 per month plus applicable sales tax.
  
  Upon receiving Ms. REMOVEDcancellation request, our team acted promptly. We made multiple outbound attempts to reach her by phone to assist with the cancellation process, and we sent the required DocuSign cancellation authorization form on April 23, 2026, and again on May 5, 2026. Unfortunately, we were unable to connect with Ms. REMOVEDby phone, and the cancellation form was never returned or completed by Ms. REMOVEDProcare Software's cancellation policy, an account remains active and associated charges continue to accrue until the cancellation process is formally completed. Because the required authorization was not returned despite two separate submissions, Ms. REMOVEDaccount remained active, and the charges of $86.02 on April 1 and May 1, 2026 (and subsequently June 1, 2026) were valid charges for an active subscription. As such, these charges do not qualify for a refund under our standard policy.We want to be clear that Procare Software made good-faith efforts to:
  1.         Reach Ms. REMOVEDby phone on multiple occasions to facilitate cancellation
  2.         Send the cancellation authorization form twice via DocuSign to the email address on file
  3.         Assist with onboarding  our implementation team made more than ten outreach attempts between December 2025 and March 2026 to help Ms. REMOVEDget started with the platform, none of which resulted in a completed session
  
  
  The delays in cancellation were not due to inaction on Procare's part, but rather the result of the required cancellation form not being returned.
  
  That said, we remain committed to resolving this matter and moving forward constructively. We are prepared to:
  1.         Immediately process the cancellation of Ms. REMOVEDaccount upon receipt of the completed DocuSign authorization form, or upon her direct written confirmation via email
  2.         Ensure no further charges are applied from this point forward once cancellation is confirmed
  3.         Have a dedicated account representative contact Ms. REMOVEDwithin one business day to walk her through the final cancellation step and confirm closure
  
  
  We regret that Ms. REMOVEDexperience did not meet her expectations and that this situation escalated to this point. We encourage Ms. REMOVEDto complete the cancellation form or reach out directly so we can bring this to a swift and final resolution.
  
  REMOVED
  Chief Customer Officer, REMOVED

• Initial Complaint

  Date:05/11/2026

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid our daycare via Procares online portal. Our daycare does not see the payment coming from Procare. Our daycare has also called Procare as well and they refused to investigate any further than we dont see that transaction either (per our daycare). They refuse to take my phone calls because I am a parent and I get a Blanket response when I email them. Unfortunately because it was a legitimate transaction, our bank will not refund the money.

  Business Response

  Date: 05/29/2026

  Thank you for bringing this to our attention. We take all customer concerns seriously and want to provide clarity on the steps we have taken to investigate this matter.
  
  Upon reviewing this complaint, we located the associated childcare center's profile and confirmed that the payment in question was successfully cleared through Procare's system. We do not have any prior case history of the center contacting us for assistance before this complaint was filed.
  
  After further investigation, we discovered that a chargeback was issued on this transaction. This is the likely reason the center believed the matter had been resolved the chargeback would have reversed the funds, creating the appearance that the payment was no longer outstanding.
  
  It is important to note that chargebacks are initiated through the cardholder's bank and are outside of Procare's control. Because the parentREMOVEDhas confirmed this was a legitimate transaction and declined to refund the funds, we would encourage the parent to work directly with their bank and the childcare center to reconcile the chargeback and ensure the payment is properly applied.
  
  Procare remains available to provide any transaction documentation needed to assist in resolving this matter. We apologize for the confusion and frustration this situation has caused and appreciate the opportunity to address it.
  
  Sincerely,
  REMOVED
  

  
  

• Initial Complaint

  Date:10/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  More than a week ago, our school lost all access to our new student files.. We have a family who needs to start their child in our care immediately and we need access to these files requiring the files to be restored immediately as well as several other families needing to obtain childcare at our center soon. All the files of these new families are inaccessible now. I reported this issue a week ago and it has not been resolved. My spouse who works in IT looked into this matter and it does not take a week to resolve an issue that only requires REMOVEDweb services certificate to be added to Procare's trust store. Procare has been hesitant to fix this issue and demonstrate no empathy, professional, and poor communication regarding the time frame for this turnaround.

  Business Response

  Date: 10/20/2025

  On October 17th, we informed REMOVEDthat the issue stems from a known defect affecting older (legacy) lead forms, which is currently blocking access to submitted documents due to a security certificate dependency. Our development team is actively working on a resolution. In the meantime, weve shared a workaround using updated registration forms in Procare. We know asking families to resubmit information is inconvenient, and we apologize for the disruption this has caused.
  
  We thank REMOVEDfor her patience as we work to resolve this.

  Customer Answer

  Date: 10/20/2025

   
  Complaint: 24030766
  
  I am rejecting this response because:

  This response is not helpful in any way as this issue still unresolved leading to a disruption of the day to day operations of our business and Pro"care" doesn't seem to care. I do not feel that Procare is planning to correct this given the time lapsed already without resolution of the issue when we all know adding a certificate from REMOVEDto their trust store doesn't take this long to  complete.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/24/2025

  We sincerely apologize for the frustration and disruption this issue has caused your business. Please know that our technical team is actively working on this issue.
  Your account manager will reach out to you directly to provide updates and ensure we address your concerns. Thank you for your patience as we work to resolve this.

• Initial Complaint

  Date:10/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023, said centers would now "receive unlimited user licenses and access to all our REMOVEDmodules that you might not be currently using" with an increase to our subscription fee. Our account was charged $480 for our longstanding annual subscription renewal in September 2023 without issue. In September 2024, Calvary was charged $1,548 for renewal of "our existing subscription", an increase of 323% over our previous renewal fees.I spoke to Procare and was connected with REMOVED, a Senior Account Growth Specialist. He mentioned that we could get back to our "discounted rate" if we sign up for Procare's payment processing system. I told him that we are not interested in changing and reiterated that I was connected with him regarding the charges themselves and not for a new payment processing system. REMOVEDdid not respond after my November 20, 2024 email. We also did not have access to any of the new modules that they said we paid for.We decided that we would no longer use Procare after the subscription expired. REMOVED, our preschool director, has had extensive conversations with Procare about cancelling our subscription. She spoke with REMOVEDand was told that our next payment was scheduled for September 14. She asked that our services be deactivated on Friday, September 12 to avoid additional fees. This was confirmed over the phone and REMOVEDwas asked to then fill out a cancellation request form. We were assured over the phone that it would be cancelled on September 12.We were then charged another $1,548 on Saturday, September 13. Our services were still turned off; So, we were charged for another full year just for Procare to deactivate our access immediately after charging us. ProCare then said they would be able to refund us for 11 months of the subscription fee, but not the full 12-month charge. I disagreed and reiterated that we were assured that our services would be deactivated on September 12. They are no longer responding.

  Business Response

  Date: 10/07/2025

  Dear REMOVED,
  Weve approved a refund for 11 months of your recent annual invoice dated 9/13/25, totaling $1,419.33, as your cancellation was effective on 9/12/25.

  We understand there may have been some confusion regarding the price adjustment implemented on 10/1/23, which increased your annual rate. As outlined in Section 9.2.2 of our Terms of Use, a 30-day notice is required prior to termination.

  While this change was communicated to all customers, we sincerely apologize for any inconvenience this may have caused your center.

  If you have any further questions, please dont hesitate to reach out. Thank you for your understanding.