ComplaintsforUrbanSitter

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, November 5th, 2022, my babysitting profile was improperly removed from Urbansitters website based on a background check ran by the 3rd party verification service, Checkr. Checkrs background check returned a traffic infraction from January 28th, 2020, that was resolved and dismissed. Per UrbanSitters Terms of Service, if the 3rd ************************** reports that a Provider's Basic Background Check search report is clear of any felonies or misdemeanors (other than traffic-related misdemeanors), at UrbanSitter's discretion, the Providers Profile will display a "Background Check" badge for a period of up to 13 months from the Background Check date. Moreover, under Urbansitters Terms of Service, for traffic-related misdemeanors, UrbanSitter shall use its judgment and discretion to determine whether such misdemeanor disqualifies a Provider from receiving a Background Check badge and from having its profile publicly displayed on the site. The untimely removal of my UrbanSitter profile violates the Terms of Service because a traffic violation falls under a traffic-related misdemeanor, and my background check was clear of felonies and any other misdemeanor. Moreover, I have not received any notice regarding UrbanSitter using its discretion to determine whether a minor traffic violation would disqualify me from receiving my background check badge as my profile was hidden by UrbanSitter without providing me with any additional information. I have contacted UrbanSitter ****** Services more than five times regarding this matter and I have only received generic emails that my background check does not meet the current requirements. Therefore, UrbanSitter has not used its judgment or discretion to discern whether the traffic violation would meet the requirements of a background check badge in violation of its Terms of Service policy.

  

  Business response

  01/09/2023

  Hi ******,

  As mentioned in our email on 12/02/2022, Unfortunately, UrbanSitter company policy does not allow sitters to maintain an account if their background check shows a felony court record(s), misdemeanor court record(s), or any offense that involves endangering the safety of others. Your background check completed through Checkr on 11/5/2022 contained such a record(s). Consequently, we have blocked your UrbanSitter account.
   
  Weve initiated a refund of $34.95 to the original payment method. Should you care to contest the results of your background check, please contact Checkr Customer Support by calling ************ or by sending an email to *******************. We unfortunately are not in a position to disregard records that surface on background checks.
   
  I apologize for any frustration brought on by these circumstances, and we thank you for your understanding.
  

  UrbanSitter Member Services

  Customer response

  01/10/2023

   
  Complaint: 18648000
  
  I am rejecting this response because:UrbanSitter has violated their terms of service by removing me from the website. The results of my background check returned with a traffic misdemeanor, which is listed as an approved offense per their TOS. Additionally, Ive reached out to UrbanSitter several times for assistance with this matter and no response was received until the BBB was involved. UrbanSitter has failed to do its due diligence on behalf of not only someone who has been a long term user, but also someone who paid to use their services. Issuing a refund rather than actually looking into and addressing the matter is merely sweeping things under the rug. 

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

  

  Business response

  01/11/2023

  Hi ******,

  Our records indicate that our team has been in communication with you since Nov 17, 2022. The information provided in our previous response was also sent to your personal email on Dec 02, 2022.

  Your background check completed through Checkr on Nov 5,2022 and reinvestigated on Nov 14, 2022 was listed as a misdemeanor, not a traffic misdemeanor. Consequently, we have blocked your UrbanSitter account. The right to take this action has been reserved in UrbanSitter's Terms of Service.

  Should you care to contest the results of your background check, please contact Checkr Customer Support by calling ************ or by sending an email to *******************.

  UrbanSitter Member Services

  Customer response

  01/12/2023

   
  Complaint: 18648000
  
  I am rejecting this response because:An additional inquiry was sent to UrbanSitters ****** Services on 12/6/2022, which included correspondence between myself and Checkr, showing that I asked Checkr several times if they could assist me and they failed to do so. This led to asking UrbanSitters ****** Services for additional help as they work directly with Checkr. It has been over a month with no response and, even with the BBB getting involved, still no attempt on UrbanSitters behalf to follow up with Checkr. I have provided UrbanSitter with documentation to clarify things, as they requested in their pre-adverse action email, which was also ignored.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe that this business is stealing from people, as the exact same scenario as mine, has happened to others. I signed up and paid for an employment connection service that they did not provide. They will not allow me to apply for jobs. I completed everything they asked for but was continuously told that I hadn't. provided my phone number, but I did, and anyone can just look at my account and see that. But when I try to apply for a job, it says I can't because my profile is not complete/no phone number, and then it takes me to a greyed-out dead-end page. I don't really care about a refund ...I JUST WANT SOMEONE TO LOOK INTO THIS COMPANY so that they can be stopped. Scammers have no souls.

  

  Business response

  01/09/2023

  Hi *****,
   
  We apologize for the delay in your caregiver profile. Our Support Team does our best to review all caregiver profiles within 48 hours, however, it can take up to 2 weeks. 

  With that said, I'm happy to see that your UrbanSitter profile has been approved! You're now ready to start applying to jobs on the ********* and booking jobs with families and care seekers.

  We hope you enjoy being a part of UrbanSitter.
  
  UrbanSitter Member Services

   

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was recently charged for a membership to UrbanSitter, I didnt even know I still had one. Over a year ago I tried to hire babysitters on the service and the sitters canceled on me. I then deleted the service and never used it ago. Now over a year later I am hit with a huge fee for a service I will never use again and I cannot get a refund. What am I paying for? If their goal is to help families, this is not the way. I reached out to customer service via email and was given a general no refund policy. I cannot even find a phone number. I hope this business is fully investigated because this is not a way to gain trust and recommendations.

  

  Business response

  10/14/2022

  Hi ****,
   
  We're sorry to hear about any confusion surrounding the charges on your account.
  

  From reviewing your account, I can see that you upgraded to the auto-renewing Annual Membership plan on 10/03/2021. As noted in the Renewal Offer Terms, auto-renewing plans are billed at every period until you change or cancel your membership. Please note that our system sends an Annual Membership renewal reminder 30 days prior to your membership's renewal date. We are sorry to hear that this email may have been missed!
  
  As an exception, we have initiated a refund of $124.95. Please allow **** business days for these funds to appear within your account.
  
  I hope this has been helpful.
  
  Best regards,
  
  UrbanSitter

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I did not authorize my account to be used to renew a memebership. They charged my account because I canceled on the same day they renewed my membership. They are forcing me to pay for a service I will not use. I am a single mother and I did NOT agree to an automatic renewal. Had I removed my card for the site, this charge would not have happened. It is insane that a company will force me to pay over $144 for a service I DO NOT WANT. To force me to pay for a year of service I do not want is not fair business practice. The service is not satisfactory. I would email ***** babysitters and the few that responsed weren't available. It's a waste of money and I will not use it. I've never known a company to not refund a fee for a service I will not use. It is a scam. It is a trick that maybe some people can afford to look the other way, but I cannot. I have a limited budget as a single mother and I must be refunded for the 9/1/22-9/1/23 membership that I will not use.

  

  Business response

  09/02/2022

  Hi ****,
  
  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 $144.95. 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.
  
  
  Best regards,
  
  UrbanSitter

  Customer response

  09/02/2022

  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

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to work with Urban Sitter to earn money and care for kids with special medical needs as a newly graduated nurse. After I paid the $34.95 fee, I was told I was unable to work because of a minor moving violation many years ago. I have undergone dozens of background checks for my profession and it has never come up. Urban Sitter will not provide a refund. They described that fee as an annual membership fee. Seeing as how I never used the service, I feel that Urban Sitter should refund my money. All I want is a refund.

  

  Business response

  06/01/2022

  Please note the sitter 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 Membership Refund Policy.
  
  For more information, please reference section 9: 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 and appreciate your cooperation and understanding.
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed up for Urban Sitter to find a nanny, which was an advertised service for this platform. Despite posting the job above the average for the area, I received a sum total of zero responses for full-time nannies, and did not find a nanny after directly reaching out to multiple nannies that said they were available on the platform. In summary, I paid for a service that was simply not available. After having realized that Urban Sitter was not in fact a service in my area, I reached out requesting cancelation and a refund. This was a frustrating process as there was no number to call to receive any sort of customer service, and thus begins the three month process of trying to get my money back for this service-that-was-not-a-service. They said that they could not find my email associated with my account, but the account information on Urban Sitter does not even indicate what email my account is tied to, and after many correspondences back and forth trying to send them any email it could be associated with, they finally agreed to cancel my account but not refund any of the charges that had been incurred during this process. Additionally, they referenced a customer service correspondence that I never actually received, and there is no record of the customer service correspondence in the app or account. Someone by the name or alias of "*******" was assisting me, and continued to repeat the same unhelpful information that only if they had sent me a cancelation (and I actually received it) would they refund my account. I am requesting all charges associated with my account, which may be under *************************** ********************** or ******************** be refunded.

  

  Business response

  12/31/2021

  We're sorry to hear that the sitters you have been contacting haven't been responsive. Please know that this is definitely not the experience we aim to provide parents on UrbanSitter, as we routinely encourage sitters to maintain their response rates. We even show sitters their responsiveness statistics in hopes they'll be inspired to improve them, and have introduced a last active timestamp on sitter profiles to show when they last accessed their account. We recognize that it is disappointing to reach out to sitters and receive a lack of response and this is far from the first experience we are looking to provide parents in the UrbanSitter community.

  Per your request, we have initiated a full refund. Please allow **** business days for these funds to appear within your account. After today's date, you will have limited access to UrbanSitter. 

   

  If there are any questions our team can answer or anything we can help with, please do feel free to let ****** Services know by emailing ********************************* We sincerely hope we can turn your negative experience around so you can enjoy the benefits of UrbanSitter as so many parents do!

  Customer response

  01/01/2022

  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

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I reached out to Urban Sitter in April requesting information regarding the deactivation of my account and did not receive a response. Im reaching out again in hopes of making contact with a representative. Best regards.

  

  Business response

  10/29/2021

  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 sitters to make them aware of any current reliability concerns and give them tips on how to correct their behavior. On occasion, a sitter 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 during a babysitting job, 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 sitter has faced misdemeanor or felony criminal charges, they will be removed. Click here for more information about sitter background checks.

  The right to take this action has been reserved in UrbanSitter's Terms of Service.
  
  
  We appreciate your understanding.

   

   

• Initial Complaint

  08/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Once again I am questioning the deactivating of my profile,If I had problematic cancellations why did my stats not show as problematic? And again, my last cancellation was due to a family medical emergency. The policy also states that Dismissible cancellations include:Serious illness/health emergency Death/major illness in family Extreme weather causing safety concern (hurricane, blizzard, wildfire, etc.)My cancellation falls under that category.

  

  Business response

  08/19/2021

  Thank you for reaching out and expressing your concern. Please know that UrbanSitter is committed to maintaining a trustworthy and reliable platform for all, met with full integrity. When a member is hidden, 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 hidden, we hide members for the following reasons: accumulated reliability concerns, safety or integrity concerns, and violations of our Terms of Service or Community Guidelines. Our decision to hide a member should not be interpreted as a reflection of that person's character, general reputation, or personal characteristics. We appreciate your understanding.
  Our Terms of Service can be found here: https://www.urbansitter.com/public/terms-use
  Our Community Guidelines can be found here: https://support.urbansitter.com/hc/en-us/articles/115000630368-Community-Guidelines

*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. ↩