ComplaintsforChoice Sitter Solutions LLC

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam. They take your money and dont even have requirements for a person to sign up as a nanny or baby sitter. The most unqualified people are on this platform that you cant trust with your child. Anyone can sign up to be a caretaker, which is absolutely horrible. In my area there are less than 10 people on the platform, Ive sent almost all of them messages and none have responded. Its been pointless and not helpful. Some people have lied on their profiles as well and you want me to trust my child with them?! The customer service was not helpful and would not refund my subscription money even though I was on the app for less than 2 weeks. They were not able to help at all and didnt offer to help.

  

  Business response

  07/13/2022

  Hello Rawan,

   

  Thank you for reaching out. I do apologize for the experience you had.

   

  It is important to note a few things about Sittercity. We are not an agency, so we don't vet or place sitters into job positions (we are an online platform with over 5 million sitters) - so both the sitters AND parents have to put in effort to find the perfect fit for their family. While we don't require background checks for every sitter who joins, we do have a very thorough identification verification screening each sitter must complete prior to applying to any positions - if for any reason that fails, a background check IS required. All of this information is available to you on our help center, prior to joining. We have many helpful resources for how to find the best qualified sitter for your family. If a sitter does not have a background check, you can purchase one for the sitter to complete prior to hiring. 

   

  I did a search in your zip code and four 48 active nannies within 25 miles, who have signed in within the last 2 weeks. I see you've also received 6 applications - you have responded and exchanged contact information, but also 3 applications you haven't read yet. 

   

  The representative you spoke with guided you to how to find active caregivers within your area to message. 

   

  If you believe a sitter is not being truthful about something on their profile or in their applications, please reach out to us with this information. Our Trust & Safety team works around the clock and falsifying any information can be grounds for removal.

   

  Since we are not an agency, we don't provide any guarantees. You have signed in and used our product by posting a job and communicating with sitters. Our refund policy is outlined quite clearly prior to signing up, as well as in the receipt you receive upon purchase. This information is also available prior to paying. At this time we do not issue refunds for services rendered.

   

  We would be happy to help you find a qualified nanny or sitter in your area. Our Customer Success team is available via email, chat, or phone and is happy to assist with how to find active caregivers in your area to connect with. 

   

  Please let us know if you have any other questions or concerns. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a professional educator and as such require enhanced CPS screening for my job, which I have always been given without difficulty. I applied to Sittercity to get a part time babysitter job over the summer. I have worked for them previously without issue. However on this occasion there was a mandatory background check which is a new requirement. I applied for the check and was told I did not meet the standards! This has also been posted on my online profile. This is despite my enhanced clearance from DCS!!!

  

  Business response

  05/16/2022

  Hi Maggi -

   

  Thank you for reaching out. I do apologize for the experience.

   

  To be clear, you were required to submit a free background check because your account information has not passed our current Identity Verification screening. You created your account in 2010, and at that time we did not have the identity verification we have now. All old accounts that do not have a completed identification verification must complete a background check (at no cost to the customer).

   

  It looks like your background check came back with a minor record, making your status 'ineligible for badge.' If you receive the status "Ineligible for Badge", this means that the background check results did not meet the requirements for a badge. There are many reasons why this status may come back, please review your detailed report for more information. Only sitters with completely clear records can be awarded a badge to their profile. This does not mean you cannot use the site. You are still welcome to use Sittercity to search and apply for jobs, and simply explain to parents you had a minor speeding ticket on your background check (and you can also share results with them). Many parents on the site are completely understanding of this, and many of them themselves likely have a speeding ticket.

   

  If you are able to expunge the record, we can have you re-run the check. 

   

  I do apologize for the experience but since we are a child care platform, our background checks are a little more strict than normal. 

   

  Please let us know if you have any additional questions or concerns.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have canceled the subscription of sittercity a year back ********************* they still keep charging me $35 every month. I have tried contacting them several times, no response from them.

  

  Business response

  04/26/2022

  Hello *******,

   

  It looks like you successfully reached out to our team yesterday and our representative canceled & refunded your subscription a total of 12 transactions of $35.00/each. Please let us know if you have any additional questions or concerns. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for sittercity in February of 2021. I was able to find a sitter in April of 2021 and requested to cancel my premium subscription to the account and discontinue the premium services, which required me to call the sittercity customer service phone number and verbally request cancelation of my account. I went to create a new sittercity account in April of 2022 in order to find a new sitter, thinking that my old account should have been canceled and came to find that it said my email already existed to an account. Once I got logged in I was able to see that the premium account is still active and has been active for a whole year. I have not logged into the account, or used any services from them for one year, because the account was supposed to be canceled. So the account that was supposed to be canceled one year ago was never canceled and they have been wrongfully charging me $35 every month for one year. The total comes out to $385 dollars that I would like reimbursed. Sittercity claims that they keep track of all phone calls and emails but they cannot seem to find the phone call from April of 2021 when I called to cancel my subscription.

  

  Business response

  04/22/2022

  Hi Samantha,

   

  Thank you for reaching out to us again.

   

  Please keep in mind that we record all phone calls, and each phone call generates an email ticket attached to the phone number that calls into our team. Every time you call into cancel, you will receive 2 emails - one from the representative you spoke with, and one general cancellation email from our system. We are able to search our system by name, email, or phone number. As our representatives you spoke with mentioned, we are able to search by any phone number you have. We were not able to find a record of cancellation for this account. We honor ALL cancellations and simply would not be in business if this were not the case.

  I understand it is frustrating to realize you did not cancel a subscription when you thought you did. We currently have a no refund policy, but did go above and beyond and issued you a refund for April 2022. I have also issued you two additional refund for $35.00 which you will see post back within 2 to 4 business days. 

   

  Please let us know if you have any additional questions or concerns. 

   

  Customer response

  04/25/2022

  I do appreciate the $70 refund, but that is not close to the $385 that I have lost. Again, I called in to cancel the account, as I had found a sitter from your site and the subscription was no longer needed. I went to create a new account a few weeks ago to sign up for the membership again but had come to find that my previous membership was never canceled. $385 is a lot of money to me at this time, and it is extremely frustrating and upsetting that for 11 months I was being charged for a membership that I never used during that time period and also know that I canceled in April of 2021. I do not know why you can't find the log of my phone call but I know I called to cancel. And that is not fair to have to pay for a service I did not use and also canceled. I do not want to cause any issues or leave any negativity against sittercity, I will not be using your company again though as this is unacceptable, and I would just appreciate to get the refund I deserve back and to move on please.

  

  Business response

  04/25/2022

  Hi Samantha,

   

  I apologize for the experience. Again, we are able to search our system for ANY call into our office - we can search by any phone number you had at the time of cancellation. Again we keep a record of every single phone call, and our representatives who answer each call have an email generated. Each representative MUST solve out each call ticket/email. We honor all cancellations, so again if you know the phone number you called from, please let me know and I can search myself. If you did call at that time to cancel and I can find this record, we will honor the cancellation and the appropriate refunds. 

  Customer response

  04/25/2022

  I gave the woman on the phone when I called the only phone number that I would have used to cancel. I understand your business keeps a record, but I know I called in to cancel as I had found a sitter so the service was no longer needed. If this was a small dollar amount I would just let it go, but this is a large amount of money for a service I did not use for 11 months and had canceled.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an existing account through care.com and I purchased an annual membership. The same day I was trying to see how I could hide my job post from my current nanny so we do not hurt her feelings as we know she has an account on care and would see our post. The next day care.com deleted my account but did mot refund me for the membership that I did not get to use. I have emailed and called several times with no reply. No one answered the phone number. This was an honest mistake I made I guess changing my name violated their policies but it was dont done for malicious purposes. I feel they should have some way for customers to speak to a representative. I would like a refund.

  

  Business response

  11/03/2021

  Hi ****, thank you for reaching out to us about this. You have mentioned care.com several times in your initial complaint as the website you are concerned about. I'm not sure if this was on accident, however, care.com and Sittercity.com are two separate businesses. I do see that you have an account under the email: ************************************* with us on Sittercity.com. This account has 2 open jobs, one was posted on 11/02 and another one was posted on 10/31, and it appears you have been messaging with sitters through our platform. I do not see any attempt for you to reach out Customer Success team to cancel this account. If you would like to close your account, you can do so through your Account Settings or by contacting us at *********************************** Thank you.

  Customer response

  11/03/2021

   
  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. My complaint was about care.com not sitter city I dont know why that business was connected to this complaint. 
  
  Sincerely,
  
  *****************************

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