ComplaintsforUrbanSitter

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They used my card in error and are refusing to work with me to give me back my money. I didnt have my card on their website and they somehow got it and used it.

  

  Business response

  07/05/2024

  Hi there,
  
  I hope this finds you well. We're sorry to hear about any confusion surrounding the charge on your account.
  
  Our records do not show any previous requests to close your account or cancel your UrbanSitter membership prior to your renewal date of April 04, 2024. Our records also show that your credit card on file was connected to your account at the time of your renewal and was not removed until April 10, 2024.
  
  ******s can view their membership and account information on the Settings page and view account transactions, including booking payments and membership fees, on the Transactions page. Please note the caregiver membership fee is non-refundable as indicated on the payment screen regardless of profile approval status, background check outcome, service area, and violations of our Terms of Service in accordance with our ******ship Refund Policy. For more information, please reference section 8: Payment, Subscription, Cancellation and Refund Policies of UrbanSitter's Terms of Service at any time. This information is also available upon purchase.
   
  I hope this was all clear. We apologize for the inconvenience and appreciate your cooperation and understanding. 
   
  Best regards,
   
  UrbanSitter ****** Services

  Customer response

  07/05/2024

   
  Complaint: 21921242
  
  I am rejecting this response because: They are giving old information from prior to me canceling the subscription. I canceled the subscription in 2023 in the summer time because I was not getting jobs from it. I havent gotten any jobs. This was an unauthorized charge. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******************************* I signed up for a sitter on urban sitter app , I got a job and the lady was verbally abusing me and bullying me after working for 4 1/2 months close to five months because I really needed the money I got paid from her and I never went back however in order to sign up to UrbanSitter you have to pay for background check of $89.95 and that is for a whole year, when I stopped working for her, I reached out to UrbanSitter and complained about her. They knew which she was. I had proof of text messages of her insulting me of abusing me verbally and bullying me and come to find out a few days later Im the one that got blocked off the app and removed the app removed off the app. Im the one that complained about her and I had proof this company is horrible. Its unprofessional and I want my money back. Why would you even block me? I did nothing verbally abusing her or her child. She was verbally abusing me like I said, I had proof of text messages that I forward it to them , and I was being bullied by her. They emailed me apologizing to me and then all of a sudden a few days later I get blocked and removed off the app I had mentioned to them that you know I was going through a difficult time financially personally and all of a sudden this happens to me and nobody ever reached out I sent a numerous emails telling them why would you guys remove me and they never even responded to me, which is unprofessional I want to get compensated. I want my money back. Thats not what I signed up for. I cleared the background check. I was on your app despite the fact that you know I only got two jobs on there. I still want my money back. You blocked me you removed me for no reason after the attempts that I made to email you guys and you never responded to me, which is unprofessional. UrbanSitter is a very unprofessional and I shouldve went on my first gun instant because I read the reviews and I shouldnt have signed up with them,

  

  Business response

  05/07/2024

  Hi *****,
  
  While UrbanSitter does not disclose the reason(s) why a member is removed, we may take this action in the following cases:
  
  Reliability Concerns: accumulated reliability concerns such as last minute cancellations, no-shows, and other concerns. We provide information to members to make them aware of any current reliability concerns and give them tips on how to correct their behavior. On occasion, a member is unable to make needed improvements and therefore will be removed to protect the reliability and integrity of the platform. Feel free to review our Reliability Policy for more information.
  Violation of Terms of Service or Community Guidelines: a member may be removed for violating UrbanSitters Terms of Service and Community Guidelines.
  Safety or Integrity Concern: safety or integrity concerns obtained by UrbanSitter. If our team receives a report of a safety or integrity concern, we will investigate that report seriously based on our policies and procedures. The outcome may result in the member being removed from the platform.
  Background Check Information: a criminal record surfaced via a background check or other information available to UrbanSitter. Generally speaking, if a background check shows that a caregiver has faced misdemeanor or felony criminal charges, they will be removed. Click here for more information about caregiver background checks.

  As detailed on the membership purchase screen, the caregiver membership fee is non-refundable. This is in accordance with our Membership Refund Policy, as indicated by "Refunds will not be available regardless of profile approval status, background check outcome, service area, and violations of our Terms of Service."

  We appreciate your understanding. 
  
  Best regards,
  
  UrbanSitter

  Customer response

  05/07/2024

   
  Complaint: 21652404
  
  I am rejecting this response because:
  
  This is an unexcused usable response to me. I was removed from UrbanSitter and I wasnt told the reason and I paid for a whole year background check from October 20 23 so you replying to me telling me some ******** reasons why makes no sense to me I didnt do anything to you guys. Im the one that reported the lady that was bullying me and verbally abusing me and you guys chose to remove me off your website, that is so unacceptable and unprofessional and Im just may take a legal action because this is just ridiculous. Im not accepting this. Youre not giving me a definitive answer. I emailed them a numerous of times and nobody gets back to me. They ignore me they dont even have the courtesy to get back to me to say anything to me , I didnt do anything wrong to anybody and removed , no reason , my mother is dying , this is just unprofessional and unacceptable, Im not accepting this from you , this is just insane , but I shouldve listened to my gut instinct . My first got instant from the beginning when.

  I read the reviews and your majority of your reviews are negative and I shouldve just went with that and stayed way away from you guys because this right here is unacceptable and unprofessional. Theres no reason why I was removed was the one that was reporting scammers on your website which you guys had a lot and you guys remove me. ? Thats crazy 

   

  

  Business response

  05/10/2024

  Hi *****,
  
  Based on information obtained by UrbanSitter, your UrbanSitter account has been blocked. The right to take this action has been reserved in UrbanSitter's Terms of Service.
  
  We appreciate your understanding.
  
  UrbanSitter ****** Services

  Customer response

  05/10/2024

   
  Complaint: 21652404
  
  I am rejecting this response because:
  Why would I get blocked though? I didnt do anything wrong. The lady was bullying. Me and verbally abusing me. How dare you people block somebody that pass their background check how dare you people do anything like that? You guys are acting like Im a criminal. I have never been arrested or convicted of a felony. I didnt do anything wrong for you guys to block me. Im the one that used to report scammers on your website And you guys are tarnishing my name I had contacted UrbanSitter received an email saying that I was blocked thats tarnishing my reputation for nothing so yeah I may just take legal action on this because this is just f****** insane. I am so mad you said I was blocked. How dare you people shame on you scammers  You take peoples money and then you block them which you had six months that I was on UrbanSitter I had reported more than 80 scammers on your website people that wanted to pay $100 an hour for babysitters and it was a bunch of ******** and Im the one that reported all the scammers and everybody would you know oh thank you so much for you. You know telling us and bringing this to our attention and this is what I get. Thats a bunch of ********. 
  like I mentioned everybody, I had meant messaged on UrbanSitter received an email saying that I was blocked and I was removed off the app thats tarnishing my reputation thats not nice. Thats tarnishing my reputation., karma is a b**** though thats all I could say thats unprofessional on your part. Shame on
  
  *******************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, On January 24th I signed up for a Urban Sitter membership for sitters, paid the fee, and started the background check process. However, on January 25th less than 24 hours later my profile was hidden and i I was informed to reach out to support. Turns out, I got banned due to having a minor traffic infraction on my report. I have passed all background checks in the past, therefore I assumed I would have no problem gaining access to the platform. Upon reaching out to Urban Sitter to receive help and ask for even just a partial refund as I wasnt even able to utilize the site. I was informed no and to review the terms of service. However, upon reading the terms of service it states: UrbanSitter background checks performed by Checkr include the following:County Criminal Search (Current)Federal Criminal Search (Standard)Sex Offender Search SSN Trace Global Watchlist Search ..........and nothing regarding Traffic Infractions. I also no longer drive and reside solely on public transportation as I now live and was desiring to sit in ***. I was looking forward to using the platform and now only feel robbed. I was already hesitant to pay the fee after realizing it had jumped from ***** to $90 in less than a year which is almost triple the price..... Warning!! If you want to sign up as a sitter and have any past traffic infractions DONT DO IT!!! You will be out of your money and unable to make more as you will be banned from the platform instantly!!

  

  Business response

  01/25/2024

  Hi Jasmine,
   
  We sincerely appreciate your interest in joining the UrbanSitter community. However, your profile does not meet our current requirements due to the results of your background check.
   
  Should you care to contest the results of your background check, please contact Checkr Customer Support by calling ************ or by sending an email to *******************. Please note that all action taken in regards to your background check is required to be handled through Checkr. We unfortunately are not in a position to disregard records that surface on caregiver background checks.

  As detailed on the membership purchase screen, the sitter membership fee is non-refundable. This is in accordance with our Membership Refund Policy, as indicated by "Refunds will not be available regardless of profile approval status, background check outcome, service area, and violations of our Terms of Service."
   
  I apologize for any frustration brought on by these circumstances, and we thank you for your understanding.
   
  Best regards,
   
  UrbanSitter Member Services

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No clear indication of autorenewal but they autorenewed me and charged my account. I learned of it immediately within an hour while the charge was still pending and attempted to reverse it. They refused.

  

  Business response

  12/11/2023

  Hi Aram,
  
  I see that we responded to your inquiry and have already provided you with a refund as of 12/9/2023. In case this communication was missed, I am attaching it here for your review:
   
  Were sorry to hear that you wont be able to take advantage of your membership during this time. As an exception, we have initiated a refund of $124.95. Please allow **** business days for these funds to appear within your account. After today's date, you will have limited access to UrbanSitter. You will need to restart your membership to connect with any new caregivers in your neighborhood.
  
  If you have any questions about how you can take full advantage of what UrbanSitter has to offer, I'd be happy to answer any questions or provide some tips. Please let me know! We'd be happy to help!
  
  Best regards,
  
  UrbanSitter ****** Services

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a 5 review stars caregiver with over 100 reviews all 5 stars.Parents illegally post jobs below the minium lgal wages and some contacted me. I declined their request and they contacted Urbansitter just because I wouldnt want to take any *******. Unfortunately, urbansitter blocked me because of their words over mine. I have used urbansitter for over 5 years, and unfortunately it was a wrong move to blocked me just because of some broke parents who didnt want to respect my hourly rate. I really want Urbansitter to consider my request and reactivate my account so that I can continue to care for the parents that I have always helped and who can afford my rate.

  

  Business response

  12/11/2023

  Hi there,
  
  UrbanSitter is committed to maintaining a reliable platform for all, met with full integrity. We apologize that you feel the action taken to suspend your account was not fair. When a member is removed, the member's account is thoroughly investigated by our team and the information we obtain is upheld against our current policies and precedents. While we do not disclose the exact reason as to why a member is removed you can gather more information about our general expectations of our members, in our Community Guidelines as well as our Terms of Service. Our decision to remove a member should not be interpreted as a reflection of that person's character, general reputation, or personal characteristics.

  We appreciate your understanding and wish you continued success in your career.

  Best regards,
  
  UrbanSitter Member Services

  Customer response

  12/11/2023

   
  Complaint: 20981863
  
  I am rejecting this response because:
  It does now resolve my issue at all.

  
  Sincerely,

  BL

  
  

  

  Business response

  12/14/2023

  Hi ********,

  Your request to reactivate your account has been denied. Based on information obtained by UrbanSitter, your UrbanSitter account has been permanently blocked. The right to take this action has been reserved in UrbanSitter's Terms of Service.
  
  We appreciate your understanding.
  
  UrbanSitter Member Services

  Customer response

  12/15/2023

   
  Complaint: 20981863
  
  I am rejecting this response because not even disclosing any good reasons to not have me on your platform shows how much you discriminate against people by teaming up with parents at the expenses of the caregiver

  
  Sincerely,
  
  ****************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being using Urban sitter for a year and everything was perfect until almost a month ago, my subscription ended, and I was about to pay to renew but could not log in because my account was blocked. I tried to contact ******************************** like 4 times and finally got a not helpful response saying that Urban sitter has the right to block my account. I don't see any reason for my account to be blocked and don't let me renew my subscription and I still waiting for an answer ad solution.

  

  Business response

  11/27/2023

  Hi *******,
  
  While UrbanSitter does not disclose the reason(s) why a member is removed, we may take this action in the following cases:
  
  Reliability Concerns: accumulated reliability concerns such as last minute cancellations, no-shows, and other concerns. We provide information to members to make them aware of any current reliability concerns and give them tips on how to correct their behavior. On occasion, a member is unable to make needed improvements and therefore will be removed to protect the reliability and integrity of the platform. Feel free to review our Reliability Policy for more information.
  Violation of Terms of Service or Community Guidelines: a member may be removed for violating UrbanSitters Terms of Service and Community Guidelines.
  Safety or Integrity Concern: safety or integrity concerns obtained by UrbanSitter. If our team receives a report of a safety or integrity concern, we will investigate that report seriously based on our policies and procedures. The outcome may result in the member being removed from the platform.
  Background Check Information: a criminal record surfaced via a background check or other information available to UrbanSitter. Generally speaking, if a background check shows that a caregiver has faced misdemeanor or felony criminal charges, they will be removed. Click here for more information about caregiver background checks.
  
  We appreciate your understanding. 
  
  Best regards,
  
  UrbanSitter ****** Services

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to contact UrbanSitter support for several days (almost a full business week now) with no response. My account was deactivated and I emailed requesting information on why with no response. I want to cancel my membership plan as there is no response and am unable to cancel directly as it requires me to login after contacting support.The fact that there is no checks before deactivating a users account and no way to recover (as the only way to have that done is for them to answer their support email which is listed as the only way to contact them) is horrible customer service. I signed up for auto-renewal as I expected to use the service regularly but I do not want to be charged a yearly sum if they won't let me login.Note: I also called the corporate number listed on another site (they don't have their own phone number on their website) and it only went to voicemail with no response.

  

  Business response

  11/27/2023

  Hi ******,
  
  I'm sorry to hear about any difficulty surrounding your account. I see that our team had sent the following communication on 11/19/2023:
  
  "Based on information obtained by UrbanSitter, your UrbanSitter account has been blocked. The right to take this action has been reserved in UrbanSitter's Terms of Service."
  
  While UrbanSitter does not disclose the reason(s) why a member is removed, we may take this action in the following cases:
  
  Reliability Concerns: accumulated reliability concerns such as last minute cancellations, no-shows, and other concerns. We provide information to members to make them aware of any current reliability concerns and give them tips on how to correct their behavior. On occasion, a member is unable to make needed improvements and therefore will be removed to protect the reliability and integrity of the platform. Feel free to review our Reliability Policy for more information.
  Violation of Terms of Service or Community Guidelines: a member may be removed for violating UrbanSitters Terms of Service and Community Guidelines.
  Safety or Integrity Concern: safety or integrity concerns obtained by UrbanSitter. If our team receives a report of a safety or integrity concern, we will investigate that report seriously based on our policies and procedures. The outcome may result in the member being removed from the platform.

  Please rest assured that you will not be charged for an upcoming renewal on December 07, 2023. Per UrbanSitter's Membership Refund Policy, we are unable to refund past membership fees. For more information, please reference section 8: Payment, Subscription, Cancellation and Refund Policies of UrbanSitter's Terms of Service at any time. This information is also available upon purchase.

  We apologize for the inconvenience.
  
  UrbanSitter Member Services

  Customer response

  11/27/2023

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 14th 2023, I was offered a job for September 15th by an UrbanSitfer member named *********. I had worked for her family 2 months prior in July. I told her my rate and she replied to my message On September 15th, she stated that she couldnt pay my rate and that I shouldnt have accepted the job, she doesnt remember who she pays, etc. Later that day, about an hour after she messages me, my account is deactivated. Its been three months since this has happened and Ive heard nothing from UrbanSitter as to why this happened. No harsh words were exchanged or anything of the sort, I didnt even respond to ********** last message. This is my main source of income and at that time, I had a job scheduled for September 16th that I couldnt even work. I would like my account back reinstated as Ive literally done nothing wrong.

  

  Business response

  11/16/2023

  Hi there,
  
  I hope this note finds you well. While UrbanSitter does not disclose the reason(s) why a member is removed, we may take this action in the following cases:
  
  - Reliability Concerns: accumulated reliability concerns such as last minute cancellations, no-shows, and other concerns. We provide information to members to make them aware of any current reliability concerns and give them tips on how to correct their behavior. On occasion, a member is unable to make needed improvements and therefore will be removed to protect the reliability and integrity of the platform. Feel free to review our Reliability Policy for more information.

  - Violation of Terms of Service or Community Guidelines: a member may be removed for violating UrbanSitters Terms of Service and Community Guidelines.

  - Safety or Integrity Concern: safety or integrity concerns obtained by UrbanSitter. If our team receives a report of a safety or integrity concern, we will investigate that report seriously based on our policies and procedures. The outcome may result in the member being removed from the platform.
  - Background Check Information: a criminal record surfaced via a background check or other information available to UrbanSitter. Generally speaking, if a background check shows that a caregiver has faced misdemeanor or felony criminal charges, they will be removed. Click here for more information about caregiver background checks.
  
  We appreciate your understanding. 
  
  Best regards,
  
  UrbanSitter Member Services

  Customer response

  11/17/2023

   
  Complaint: 20878132
  
  I am rejecting this response because:
  There hasn't been a reason given to me as to why my account was deleted. I've sent visual evidence, screenshots, of the conversation I had with *********. I assume she maybe reported my account and that is why its deactivated - however, there was no reason for that to happen as nothing wrong was done on my part. The customer service email (*******) has been emailed 4 times by me and I still haven't gotten a response. I am not accepting any other action except my account being reinstated.
  Sincerely,
  
  *************************

  

  Business response

  11/20/2023

  Hi there,
  
  As we previously mentioned, UrbanSitter does not disclose the reason(s) why a member is removed. With that said, we may take this action in the following cases:
  
  - Reliability Concerns: accumulated reliability concerns such as last minute cancellations, no-shows, and other concerns. We provide information to members to make them aware of any current reliability concerns and give them tips on how to correct their behavior. On occasion, a member is unable to make needed improvements and therefore will be removed to protect the reliability and integrity of the platform. Feel free to review our Reliability Policy for more information.
  - Violation of Terms of Service or Community Guidelines: a member may be removed for violating UrbanSitters Terms of Service and Community Guidelines.
  - Safety or Integrity Concern: safety or integrity concerns obtained by UrbanSitter. If our team receives a report of a safety or integrity concern, we will investigate that report seriously based on our policies and procedures. The outcome may result in the member being removed from the platform.
  - Background Check Information: a criminal record surfaced via a background check or other information available to UrbanSitter. Generally speaking, if a background check shows that a caregiver has faced misdemeanor or felony criminal charges, they will be removed. Click here for more information about caregiver background checks.
  
  We wish you the best on your future endeavors.
  
  UrbanSitter

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for a trial month, I could never get a sitter they would cancer or the app wound not work and I couldnt even reach out to the few who would respond Im a nursing student I dont have time to deal with issues on the app, where no ever responded I cancelled my trail membership about 3 or 4 months ago, never even used it and then this week I was charged 65$ the company responded to my inquiries about the acct still being open, but is not a acknowledging that they wrongly charged me for a service I am not using, never even got to use, and havent been on in literally months.

  

  Business response

  05/11/2023

  Hi *******,
   
  Thank you for reaching out. We're sorry to hear about any confusion surrounding the charges on your account.
   
  Members can view their membership and account information on the Settings page and view account transactions, including booking payments and membership fees, on the Transactions page. I can see you upgraded to the auto-renewing Quarterly Membership plan on February 01, 2023. As noted in the Renewal Offer Terms, auto-renewing plans are billed at every period until you change or cancel your membership. 

  Unfortunately, we are unable to locate any previous requests to close your account or cancel your UrbanSitter membership. If you are able to locate a confirmation email of your cancellation, which is sent with each successful membership cancellation, we would be happy to refund any fees up to that point.

  For more information, please reference section 8: Payment, Subscription, Cancellation and Refund Policies of UrbanSitter's Terms of Service at any time. This information is also available upon purchase.
  
  We apologize for the inconvenience.
  
  Best regards,
  
  UrbanSitter Member Services

  Customer response

  05/11/2023

   
  Complaint: 20030045
  
  I am rejecting this response because: I did. Not sign up for an quartet reoccurring charges. I had issues and cancelled the acct in January. No rail received that I can remember.  I. Was. Never notified of an upcoming charge which ** told that they do a courtesy reminder I again reached out and told them to close the acct in may, I NEVER got an email saying the acct is even closed as of now. This business is a scam, they claim to help families , while stealing money from them. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/19/2023

  Hi *******,

  Our records indicate that you upgraded to the auto-renewing Quarterly Membership plan on February 01, 2023. As noted in the Renewal Offer Terms, auto-renewing plans are billed at every period until you change or cancel your membership. You canceled your auto-renewing membership on May 06, 2023. As a result, you were charged on May 01, 2023.

   As an exception, we have initiated a refund of $64.95. Please allow **** business days for these funds to appear within your account. After today's date, you will have limited access to UrbanSitter.

  For more information, please reference section 8: Payment, Subscription, Cancellation and Refund Policies of UrbanSitter's Terms of Service at any time. This information is also available upon purchase.

  Best regards,
  
  UrbanSitter Member Services

  Customer response

  05/22/2023

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

• Initial Complaint

  01/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  extremely horrible, disrespectful and poor costumer service, my profile had been hidden for almost 2 weeks!!! i sent multiple emails, called, texts but i never heard it back when the site says that they will respond within 24 to 48 hours which in fact i should seek for legal help since this information on the app is false! this is currently my only form of income and im missing SO MANY jobs!!!! i cannot go week after week without a job! i should get a compensation because this is a service that i paid and suddenly urbansitter is a ghost company where no one is giving me a explanation! extremely upsetting and disrespectful, i would NOT recommend this app anymore and i will make sure to tell everyone about my experience

  

  Business response

  02/06/2023

  Hi Grazieli,
   
  We apologize for the frustration you experienced. UrbanSitter's Community Guidelines, Reliability Policy, and Terms of Service are in place in order to safeguard and maintain the safety, integrity, reliability, and quality of the UrbanSitter platform. All UrbanSitter members are held equally under these shared guidelines. Due to the nature of the UrbanSitter service, we err on the side of caution when compelled to make these decisions.

  Our Trust & Safety Team has robust processes and procedures in place to uphold the safety and integrity of the UrbanSitter platform. As a result, we are unable to expedite the review process. With that said, upon reviewing your account, I was happy to see that your profile has since been reinstated and ready for families again.

  We appreciate your continued interest in UrbanSitter.
   
  Best regards,
   
  UrbanSitter Member Services

   

   

   

*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. ↩