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: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.

• Initial Complaint

  Date:06/20/2025

  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.

  Procare (daycare app for parents to pay & keep up w/child at center) phone support refuses to assist parent w/website issue to log-in, which handles communication to center aswell as payment information.When trying to reset password it requires the old password in addition to new password, but can't remember old password. Procare support says we have to speak with the daycare but the daycare has nothing to do w/online or app password. With our billing information being stored online I'm concerned for potential financial fraud or theft from personal bank account due to me not being able to reset my own password, update any banking information, or even to send any messages. Procare support refusing when called.Please look into their online & support. B/c I'm concerned this will lead to possibly issues of REMOVEDof accountability on the part of Procare.

  Business Response

  Date: 07/11/2025

  Data security and protecting the privacy of family information, including financial information, is extremely important to us. For this reason, we always recommend parents work with their center directly, so they can confirm their student is enrolled in the center. If the center is unable to assist, we work with them directly to provide the necessary support securely and promptly. If you are still having trouble, can you please ask your center to contact us, so we help to resolve the issue?
  
  The Procare Solutions Team

• Initial Complaint

  Date:05/16/2025

  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.

  I purchased Procare in 2018 for REMOVED, including a perpetual license with one year of support free and REMOVEDfor support after the first free year. After needing to re-register recently, my software has stopped working and can only view items and cannot use the software. This is the second time re-registration has caused a license issue. The first time they fixed it no problem (in March of this year). It took literally seconds and only required me to read a sequence of numbers over the phone. No updates and no software fixes were needed. The software was and has always functioned fine. This morning when the software required another, re-registration and again the same licensing issue occurred. I am not requesting updates or new support only to restore the license I legally purchased. Can you please clarify why this requires a new $400/year fee to use software I purchased a license for and direct me to the specific license clause that authorizes this. I have never had a problem with the software in all the years I have owned it. Until the licensing issues this year. I would like my license restored and further assurances that if a license issue comes up during re-registration you will restore my legally purchased license. I would also like a copy of my original 2018 REMOVED. I don't want anything for free just my license that I purchased restored. I already know it only takes seconds to complete and only requires me to read some numbers off the REMOVEDreiterate I would like my license restored, and I would like a copy of my original 2018 REMOVED.

  Business Response

  Date: 05/28/2025

  Thank you for your message. We are investigating the concern and will respond shortly. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23342808
  
  I am rejecting this response because: The response didn't address any of the requests; it simply said they were investigating and would respond shortly. I also attached a copy of my acceptable use policy. According to the acceptable use policy provided at the time of purchase, I was granted ownership of my copy of the software, with the stated right to sell it if desired. The policy states:
  
  
  "You own this copy and may sell it to another party. For subsequent owners, Procare offers technical support and training online or by phone for an additional fee(s). Additional registration fees may apply."
  
  
  Based on this language, it is my understanding that:
  
  
  Technical support and training services are offered for an additional feebut these are clearly optional and separate from the right to use the software itself.
  
  
  Additional registration fees apply to subsequent owners, not to me as the original purchaser. It clearly separates registration from technical support. 
  
  
  As such, I respectfully request confirmation that, as the original licensee, I am entitled to continue using and reinstalling my purchased copy of Procare v10 without being required to pay additional registration feesassuming no transfer of ownership has occurred.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 06/03/2025

  After researching Danielles concerns, we shared a communication with her on June 3, 2025, summarizing the following points:
  
  REMOVEDpurchased a perpetual Procare Desktop license in 2018, which included one year of free maintenance ($125 value).
  Procare reserves the right to update terms; customers are notified of any material changes via email or their website.
  An email sent on December 1, 2023, outlined a change in the annual maintenance fee, increasing it to $400 per year. The email was opened on December 4, 2023.
  Procare only provides customer support for REMOVEDversions released within the past REMOVEDour support policy.
  Danielles Procare version (10.3.18319, last updated in 2019) is outside the support window.

  We offered two options:
  We will provide the latest version of Procare as a one-time download, but without ongoing support or replacement downloads.
  We recommend purchasing our current annual maintenance for continued updates and support.

  Additionally, we included our Terms of Use (dated June 2024) and the email we shared in 2023 communicating the change in the annual maintenance fee.
  
  We are committed to working together on a solution that not only supports Danielles needs today but also ensures her long-term success.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23342808
  
  I am rejecting this response because: The company and I are currently in negotiations. They offered to refund my software purchase or discount the fee to REMOVEDbut nothing is settled yet. Apparently the software will cease to operate altogether in December of this year. I do not have all of the information to a few questions I have, I am waiting on a call back. Once I receive a call and my question are answered. I will ask them to email the updated agreed upon terms. I will send an update when the terms are agreed upon and I receive an email confirming the agreement.  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 06/16/2025

  We thank REMOVEDfor her continued communication and patience as we work to provide a resolution that best suits her needs. After careful consideration, we shared three options with her on Thursday, June 12th, and we are waiting on her response to determine the best path forward. 

  -Option 1: Full Refund and Termination of Services
  -Option 2: System Update with Discounted Maintenance Package
  -Option 3: Upgrade to Procare Desktop Essentials Package

  In order to provide a streamlined and effective process, we proposed these three options in one message and included all the information necessary for REMOVEDto make an informed decision. We look forward to REMOVEDresponse at her earliest convenience, and we are happy to assist with next steps once a decision is made.
  
  Sincerely,

  The Procare Solutions Team

  
  
  

   

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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 am a small childcare business owner and use Procare Software as my communication platform with my families, as well as invoicing and billing. I pay them $25/month for their services and this automatically is withdrawn from my debit card every month. I have been subscribed to Procare and have been having my payment processed through my debit since 4/2023. I decided this week that its time for me to change my payment information so that my payment comes out of my business account. I logged in, and found a place where I can enter new payment information. I connected my business account with a what appeared to be a third party bank verification software, but then I was unable to see it, or my current payment method anywhere in my account. I was not able to find a way to actually switch my payment from my debit card to the bank account that (hopefully) just connected to Procare. I used the Instant messenger tool to ask a customer service REMOVEDfor help and they told me that I needed to call Procare payment processing, that I could not change it online. I called Procare and they told me they could not discuss payment information over the phone. I asked them to please help me update my payment information, or at least advise how I can access my payment information online and they directed me to some weird Procare website I have never used before that did not have any of my information. When I asked them to transfer me to someone who can help, they transferred me to a generic voicemail in Nowhere Land.I called a back again to get more help and the guy who answered told me that he could not access my account information. I then told him I would like to cancel my Procare account, and he said I would have to speak with a manager. He took my contact information and said someone would call me back. The fact that I cannot access my own account info and that I have to wait for someone to call me back to cancel my account is unacceptable.

  Business Response

  Date: 12/04/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Ms. REMOVEDconcerns. After a thorough review, we found that Ms. REMOVEDchallenges in updating her payment method were compounded by incorrect guidance provided during her interactions with our Tier 1 Support and Payment Processing (TE) Support teams. Both teams mistakenly directed her to locations that were unrelated to her subscription settings.
  
  When the account manager ultimately provided the correct information, Ms. REMOVEDexpressed frustration with the overall experience and requested to cancel her subscription. We acknowledge and regret the missteps in communication and process that led to her dissatisfaction. We hope she will reconsider cancelling her subscription.
  
  To prevent this from recurring, we are enhancing training for our support staff and reviewing our internal processes to ensure consistent, accurate guidance.We sincerely apologize for the inconvenience caused to Ms. REMOVEDand remain committed to improving our customer experience.

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/06/2024

  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.

  I am filing a complaint against Procare Solutions, a company that provides software for child care centers, due to concerns about potential misuse of my personal information and lack of resolution when I reported this issue. Below, I outline my experience in the hope that this matter can be resolved promptly.On Oct 15, 18 and 24, 2024, I received several unsolicited email from Procare Solutions stating that I had been added as a guardian for a child at a child care center with which I have no affiliation. On Nov 6, I received another email requesting payment, which was also cc' to my spouse. I have no child enrolled at any child care center, and I have never authorized any such association with my personal information. I even could not find the child care center information on REMOVEDand I suspect if this is a scam. I immediately contacted Procare Solutions support team via both email and phone to clarify that I do not know this center and to express concerns that my information may have been fraudulently used or there is a scam in their system. In response, Procares representatives advised me to contact the child care center directly, yet they could not provide the centers contact details. My independent search revealed no trace of this supposed center.Despite follow-up emails and phone calls explaining that I am not affiliated with the child care center and cannot locate it online, I have received no substantive assistance or solution from Procare. Instead, I was repeatedly informed that Procare could not assist me further, essentially leaving my personal data potentially compromised with no resolution.This lack of support and accountability raises significant concerns about Procares data privacy practices and ethical business practice. personal information.

  Business Response

  Date: 11/07/2024

  Jinjing,

  Thank you for reaching out yesterday. Data security and protecting the privacy of family information is extremely important to us. For this reason, we always recommend parents work with their centers directly, so they can confirm these students are enrolled in their center and make updates to family data as necessary. In this case, we contacted the center you provided and have confirmed removal of your email address. This happens sometimes when a center incorrectly types in an email address. Thank you for reaching out so we were able to resolve this matter quickly.
  
  The Procare Solutions Team

  Customer Answer

  Date: 11/07/2024

   
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.