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:05/01/2025

  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 signed up for a year membership with Care.com to find housekeeping and dog walking services. I found caretakers, created a job, and in order to connect I had to buy a membership. I purchased the membership for $140. Within an hour of signing up and purchasing the membership, my account was closed by the company. I requested an explanation and they stated violating company guidelines. I requested more information as I did not believe I violated any guidelines. They stated my account would remain closed. I then requested a refund, and was told I already filed an appeal within 3 months, and would have to wait an additional 3 months to file another appeal. They have never addressed a refund.

  Business Response

  Date: 05/02/2025

  Please see the *** response attached. Thank you.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  Ive received the refund as requested. I was unable to find or open an attachment that was sent by Care.com, however, I am content with the refund. This case can be closed.

  Thank you,
  
  ******** *****

• Initial Complaint

  Date:04/29/2025

  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.

  Unauthorized charge on my card

  Business Response

  Date: 04/30/2025

  Please see attached PDF with response. Thank you. 

• Initial Complaint

  Date:04/28/2025

  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.

  Last June, Care.com limited my account and told me I may have violated community guidelines and sent me them to read over. I read over them and I know I violated 0 guidelines. I have been using this site over 15 years now and never once violated anything. I did nothing different this time. They told me to "appeal it" and the website hasn't been working for almost an entire year now to appeal. I thankfully found a nanny family, but at the end of this year I need to find a new job. Care.com seems to be the only site that most families use. I reached out and had them do an appeal for me since my profile was still "limited" and they sent me back saying they closed it but won't tell me what it was I "violated" from the "violation they found". I don't understand how they can't tell me what it was I "violated" or even give me the option to fix it. It makes 0 sense. I have seem many other nannies going through the same unfortunate things where they wrongfully closed their accounts as well without any explanation. I don't recommend this fraudulent site. They also won't settle any refunds with a lot of nannies and families too!

  Business Response

  Date: 04/29/2025

  Please see PDF response attached. Thank you.

  Customer Answer

  Date: 04/29/2025

  Complaint: 23258234
  
  I am rejecting this response because: they still have yet to explain to me as to what it was I violated in my profile. They won't even let me see my profile, they won't tell me what I violated and keep telling me to look in the help section AND read the community guidelines. I have done both, and I have not violated anything within the guidelines. My profile has been the same with minimal updates to it for FIFTEEN years and they haven't had a problem before. Why don't they tell us what it is we "violate" and give us a chance to fix it before just closing an account? 

   

  I made no violations. I simply wrote about myself in my bio, I reached out to families and I was respectful every time. I didn't share any pictures that show any children (unless they were my own), I didn't harass anyone or provide any false information. My background check that was conducted on me by my current family last year had nothing wrong with it. I'm truly unsure why they won't tell me what it was my profile "violated" and just shut it down. Then make you wait 3 whole months to be able to appeal again. I need to find a nanny family NOW, not in 3 months. All other websites are not used as popularly as care.com is. 

   

  Why does my profile violate things NOW when it never did in the last 15 years I've used the site? 

   

  I'm going to now bring this to a lawyer. I feel this is unfair and VERY unprofessional on their end. They've also done this to hundreds of others. 

   

  They only let you contact them on the website. They don't give you a phone number to talk to someone. This is me demanding a phone number to talk to someone to straighten this out!! I'm beyond upset right now how unfair care.com is being. 

   

  
  Regards,
  
  **** *********

  Business Response

  Date: 04/30/2025

  Please see the attached PDF for a response. Thank you.

  Customer Answer

  Date: 04/30/2025

  Complaint: 23258234
  
  I am rejecting this response because: They literally keep sending the same generic messaging. I HAVE read the help and guidelines over and over again!!! My profile did not violate ANYTHING stated in any of the sections. There must be SOMEONE that can see "what my profile violated". How is bot showing me what my profile violated "protecting me"?? This makes absolutely zero sense. Someone from that entire company should be able to tell me why my profile was closed and why I wasn't given any chance to fix it? Why do they just close the accounts and not tell you what was wrong with it and give you the option to fix it so you can move on? They have to approve your profile before you have one and THEY APPROVED IT before deciding weeks later to magically close it? 

   

  YES I am BEYOND frustrated. I'm sick of getting the same generic messaging over and over again about how I can go to the help section or read the guidelines because I HAVE! MULTIPLE TIMES! 

   

  I want someone else to message me back. Not the same message over and over and over again. I want a phone number to actually physically talk to someone. I want a legit manager or someone higher up to contact me and explain to me why they won't share the information that I have a RIGHT to know since it was MY profile. Please let then know I am going to keep rejecting their messages if they keep saying the same thing over and over again. I'm not going to read the help section or the guidelines for the 100th time. I still cannot wrap my brain around it because my profile didn't have anything wrong with it. 

   

  I truly am going to try to take this to court if they don't give me the answers I'm looking for. They already have a lawsuit against them because they failed to show nannies how many jobs were actually out there compared to what they posted. On top of that, taking money from people who don't have the money to keep paying for their services and not giving refunds. 

  There must be 100s of workers there are care.com, so I need someone to give me answers or talk to me over the phone. I swear they send the questions over to AI and have them say the same generic messages. Give me something else. 

  
  Regards,
  
  **** *********

• Initial Complaint

  Date:04/26/2025

  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.

  Care.com has been such a nightmare. It's incredibly difficult to use (you have to set up a proposed booking in order to even communicate with a sitter, before you can set up a screening call etc), if someone doesn't accept your proposed booking Care will auto contact other sitters who I have NOT approved, and now that im trying to cancel this nightmare subscription im finding it impossible. There's no way I can see to do it on their website, mobile or desktop, despite the help article their chatbot sent me, and there are no email addresses or phone numbers to be found anywhere. Just the chatbot that won't connect you to a real person. I just want to cancel my membership!!

  Business Response

  Date: 04/28/2025

  Please see attached PDF with response. Thank you. 

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:

  Care.com's customer service team was able to reach out to me by email after my attempts to reach them by chat and they promptly cancelled my account. This response is acceptable to me.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/24/2025

  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.

  Care.com advertised the ability to find a nanny/babysitter in our area that is safe and available. We paid care.com over $400 for the service, only to find that their 'inventory' in our more rural area is limited. Any potential candidates have either moved away, are currently employed full time, or have posted things of themselves on social media (we investigated each candidate before contacting them) that really didn't entice us to have them around our child. We reached out quite quickly to care.com to seek a refund and after 5 or 6 emails they eventually responded saying no. I expressed empathy that it isn't necessarily their fault that there isn't enough people in our area to suit our needs to care for our child, but that essentially we paid to 'fish in a pond with no fish'.Now, in an attempt to try and use the service since they've basically robbed my of $400, they've reduced my account to basic (even though I initially paid through February of 2026) and they want me to upgrade again to view applicants. I am beyond frustrated.

  Business Response

  Date: 04/25/2025

  Please see the attached response. Thank you.

  Customer Answer

  Date: 04/25/2025

  Complaint: 23245893
  
  I am rejecting this response because:

  Please note the "order number" submitted with the complaint - *********************** This is the account in question, belonging to my wife ****** *******. My personal email was linked to another account a couple of years ago. While I agree that the issues pertaining to my own attempt two years ago to use the service in a different location was resolved, I expected to at least have the same sort of resolution for this instance in a different location where the supply is near non-existent. 

  Please review the complaint to pertain only to the account with the email ********************** and for user ****** *******. 
  
  Regards,
  
  **** ****

  Business Response

  Date: 04/28/2025

  Please see the attached response. Thank you.

• Initial Complaint

  Date:04/24/2025

  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.

  Care.com removed my profile after a false allegation was made and I had no right to defend or even be given the contents of the allegation, however they offered an appeal. They offered no details of allegations, no phone number to speak to a representative or details and rights of a subscriber to protect them against harmful, vengeful and in this case a person who is cognitively impaired. Surely their action of removing my profile is only for their protection and not for the subscriber.

  Business Response

  Date: 04/25/2025

  Please see the pdf response attached. Thank you.

  Customer Answer

  Date: 04/26/2025

  Complaint: 23243703
  
  I am rejecting this response because: care.com refuses to share what the violation was. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/28/2025

  Please see the response attached.  Thank you.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23243703
  
  I am rejecting this response because: I have not been given a reason or an opportunity to respond to the allegation that I violated a community standard. 
  The response from care.com is insufficient to satisfy a long time customer. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/24/2025

  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 had canceled my subscription to my knowledge, the company continued to charge me. I was unable to get beyond a chat regarding this issue, I never spoke with a person. I tried multiple times to use the app/website to contact someone and it would crash each time. I did eventually chat with someone, apparently, and was told I would get an email or phone call from a manage but it has been several days and that has not happened. This company is scamming people. I am tech savvy and somehow got tricked into continuing with a subscription that I did not intend to continue with.

  Business Response

  Date: 04/25/2025

  Please see the *** response attached.

  Customer Answer

  Date: 04/25/2025

  Complaint: 23244237
  
  I am rejecting this response because this company is charging people for a service that they are not using knowingly and has unfair policies. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 04/28/2025

  Please see the attached response. Thank you.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23244237
  
  I am rejecting this response because: I refuse to pay for a service for 3 months that I am not using. This is an unfair policy to consumers. The cancellation process was confusing. I was under the impression that I had canceled this service. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/23/2025

  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.

  I created an account and posted a job listing and did not get anything from it no serious prospects and no response from the one provider we found that matched our needs. I would like my subscription fee refunded

  Business Response

  Date: 04/24/2025

  Please see attached PDF with response. Thank you. 

• Initial Complaint

  Date:04/23/2025

  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.

  Date of transaction 4/19/25 Amount. $180.00 and 131.40.Reason was for service at my home and I haven't had any service done and would like a full refund.

  Business Response

  Date: 04/24/2025

  Please see attached PDF with response. Thank you. 

  Customer Answer

  Date: 04/24/2025

  Complaint: 23238459
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/22/2025

  Type:Order 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.

  On April 10, my debit card was charged almost $130 for a Premium Care.com membership. I spent about 2 days using the site before I got a message that my account was inexplicably suspended on April 11 - I got an email saying I'd been "removed" with no explanation. I filed an appeal, and a few days later, my account was restored, but only to a basic membership. I can't send messages or respond in any way with the caregivers applying to my job. I've gone through the customer service messaging app online twice now to ask that I either get my Premium access or be refunded, and I've heard nothing back.

  Business Response

  Date: 04/23/2025

  Please see attached PDF with response. Thank you.