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:10/13/2022

  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.

  Care.com says that I agreed to a subscription on their site a few months ago. I have been a member for many years and have never agreed to any subscription on their site before. When I contacted them , as it states on the site you can cancel anytime, they have refused to cancel it, and are deducting $75.00 every month from my account. They are saying they will continue to do so, for a full year. I have explained that I never agreed to this and never would, and that I cannot afford it. I cannot cancel my credit card on their site as it wont allow me to. I have written to then numerous times pleading for help, and have not received any responses. Please, help me to stop these unauthorized payments!

  Business Response

  Date: 10/14/2022

  Hello, please see attached response, thank you 

  Customer Answer

  Date: 10/14/2022

  Complaint: 18200786
  
  I am rejecting this response because: I know for a fact, that I did Not click, nor would I click on a $75.00/mo subscription as I would NEVER be able to afford that. Care.com is a big corporation and should respect their customers requests that they cancel it anytime. I should not be held accountable for 1 year when I never purchased this in the first place. Perhaps it was an accident on the computer or someone else accidentally clicked it. Care.com should understand especially after I have repeatedly asked to be released from this & explained why. 

  Also, if you read their explanation, it states that I downgraded my account, which I did and also closed it. I want to have no further business with this company. And they will not let me delete my credit card info, if you read, until next year, which also, is an infringement on my rights. 

  The fact that care.com refuses to solve this issue, and stop payments, which is what I want, shows their business ethics. I never signed any contract stating I would purchase this for a full year! Ive read it, and it clearly says you can cancel anytime! 
  
  Regards,
  
  *********************************

  Business Response

  Date: 10/18/2022

  Hello, please see attached response, thank you 

  Customer Answer

  Date: 10/18/2022

  Complaint: 18200786
  
  I am rejecting this response because: This is not good business practice. When a consumer requests to have a subscription canceled, it should be done so immediately, not in a years time. That is not canceling a subscription. If that were the case we would all be held accountable for subscriptions for our entire lives. If I ask ******* or any other subscriber to cancel my subscription, they would do so, on the next months billing cycle. That is how you treat customers who wish to cancel a subscription. Care.com, is not canceling my subscription, they are forcing me to continue with it for a full year. Also, their reasoning is bogus, as I NEVER clicked or upgraded to this ridiculous amount that I cannot afford! I dont care what they say.

  At this point, I have filed a complaint with the ************************ and have now filed a complaint with the State Attorney General. I have also contacted *** to stop any further payments to this company, as I have asked to stop the subscription and they have refused. According to the ************************, once I ask for the subscription to stop, Care.com, is no longer allowed to continue taking payments and they advised me to file a claim with my bank, which I did.

  I might add, that on a ************ site, Care.com reached out to me and gave me a reference number, and said they would be glad to help me cancel it and to use that reference number when contacting them. I did, repeatedly and got no response. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:10/12/2022

  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.

  care.com will not cancel my subscription after ive emailed them several times and they keep withdrawing money out of my account.

  Business Response

  Date: 10/13/2022

  Hello, please see attached response, thank you.

  Customer Answer

  Date: 10/14/2022

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/11/2022

  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 processes $60 a quarter from my business account (and it's unclear to my why exactly I'm being billed $60 every three months). Yet -- they have qualms about returning my emails, or the more than 10 queries I submitted through their online form regarding being listed as a home care provider on their site. Care.com charged me $60.27 on 7/12 and 10/11. What are these charges for? When can I expect a return on my queries and emails sent months ago?

  Business Response

  Date: 10/14/2022

  Hello, please see attached response, thank you. 

• Initial Complaint

  Date:10/11/2022

  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.

  My name is *************************. My email address is ************************* I signed up for care.com a year ago, October 2021. I needed a baby sitter for 3 months and I created a profile and paid for an annual premium subscription. I provided my CREDIT CARD information and paid for an annual premium subscription for $155.40 through my CREDIT CARD. No problem. $155.40 was charged to my CREDIT CARD on October 6th 2021. No issues. However, I received an email this morning that my CHECKING ACCOUNT is overdrawn because of a pending pending charge on October 6, 2022 to Care.com for $155.40. I understand what I signed up for. I understand that my premium subscription for care.com is up for renewal. However, I NEVER provided my CHECKING ACCOUNT information to this company. I made a CREDIT CARD payment last year and authorized my CREDIT CARD to be charged for auto renewal.How did this company get my checking account information??? How is this legal when I paid via credit card last year!!! And customer service doesnt answer! How can they take money out of my checking account when I never authorized this? I want my money back and I no longer want this subscription because of this shady business practice of charging the wrong account. Thank you, *************************

  Business Response

  Date: 10/13/2022

  Hello, please see attached response, thank you 

• Initial Complaint

  Date:10/11/2022

  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 paid $30 for care.com to possibly find help with my kids during the pandemic in 2020. Nowhere did it say reoccurring charge or would you like a subscription. Now I find out they have been charging me $40 a month since then providing no service and sending no email notification or anything. I talked to a representative and they said that my profile had emails and notifications turned off. Seeing how I never went into an account after that initial $30 charge to see who could help with my kids. How was the notifications turned off? Shady, not above board, fraudulent, no services provided, company is not above board with their charges or their communication.

  Business Response

  Date: 10/13/2022

  Hello, please see attached response, thank you. 

• Initial Complaint

  Date:10/07/2022

  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 have reached out to Care.com several times and I have not had a response. When I purchased a membership the details stated that I would be charged $12.95 per month, I could cancel at anytime and not pay any additional charges. One week after I signed up for service I decided to cancel because I did not receive any response to my babysitting add. Then I found out I was charged a year membership price without authorization. I contacted customer support and the representative refused to speak with me other than saying I would not get a refund for a year membership and closing the chat window. I sent an email to customer support and again I did not receive a response. I was not notified that I would be charged 1 year membership upfront. The signup form clearly stated it was $12.95 per month. It stated I could cancel anytime and not be charged again. This is a fraudulent service. I have found many other customers complaining of the same issue with Care.com on social media and other forums. Other customers also said they were charged without authorization. I did not approve this purchase. I was not told the charges would be paid in advance without the possibility of refund. I also did not like the service and cancelled one week after signing up.

  Business Response

  Date: 10/11/2022

  Hello, please see attached response, thank you. 

• Initial Complaint

  Date:10/07/2022

  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 began using care.com services 3/2021. I stopped using care.com services 9/19/2021. I have tried multiple times to cancel my care.com subscription via email and phone, but have not been able to reach an employee for assistance. Care.com does not have a contact phone number available for customers, and my multiple emails to care.com have not been responded to. The online cancellation process through the care.com website was not working when I tried to cancel multiple times this year. Care.com's website does not provided functionality to remove my credit care from my account. Based on my repeated unsucessful attempts to cancel and refund my account, care.com's business model appears to be intentionally limiting customers from cancelling their subscriptions. I am requesting a refund for monthly subscription services going back to 10/2021 through 9/2022 as I was not able to cancel my subscription despite repeated attempts to cancel. I have attached a recent example of an automated reply from care.com indicating that they would reach back out within 48 hours to my email from 9/2022. It is now a month later, and I still haven't received a reply from care.com. The following is my care.com account info :First NameKatie Middle NameLast NamePhilbrick Birthday06/1985 Mailing ***************************************************** Mobile numberAlternate *************************************

  Business Response

  Date: 10/11/2022

  Hello, please see attached response, thank you. 

• Initial Complaint

  Date:10/05/2022

  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 have been a member of care.com since 2013. at times I am a basic member and at anytime I am looking for a baby sitter I upgrade to Premium membership. last I was a premium member back in Sept 2021. The fee quarterly is $79.81 (including tax). I posted the ad and could not find anyone to help me. I cancelled my membership back in 1st week of March but I am still being charged. I have been trying to get hold of a customer representative since morning, 1.5 hours later no success. I called the ************* # and they ask us to go thru help center via chat or email. Chat functionality is either reconnecting or timed out. Finally I got hold of someone using the # on better bureau website. I got the same message all our memberships are non refundable. Customer rep repeats same info multiple times with no attempt to help. I have paid $239.43 in last 6 months - see below. on top of that I have never been able to find a sitter thru care.com except once back in 2013. their sitters either don't respond or never show up for interview. I am requesting the refund of the amount for the period membership was cancelled. its been an agonizing experience dealing with them. Similar issues have happened in past when I did not file a complaint but I am at a point where I have had enough. could you please help? Resolution of the matter would be appreciated. Thank you (***************** - ************)DateTran. IDDescriptionCardPre-tax AmountSales-tax AmountTotal Amount 9/8/2022821054272371917112 Subscription: 3-months $74.85$4.96$79.81 6/8/2022820174011790477168 Subscription: 3-months $74.85$4.96$79.81 3/8/2022819997439198529941 Subscription: 3-months $74.85$4.96$79.81

  Business Response

  Date: 10/06/2022

  Kindly view the attached response. Thank you. 

• Initial Complaint

  Date:10/05/2022

  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.

  This app charged my credit card since February 1, 2022 until October 1, 2022 for $62.86 monthly but failed to send me email regarding auto-renewal monthly or payment confirmations. They were in a lawsuit per the article in 2020. Source (see below) clearly says they must now notify customers before it auto renews. I am afraid that they have not been doing that after the lawsuit. When I requested refund for previous charges from March 2022 and October 2022, they gave me one month refund and immediately closed my account sending me this weird email. Their email (see below) says that I have been recruiting people from their app for my organization which is completely false. I am just a mom who joined their app in hopes to find a nanny in Feb 2022, and certainly, did not intend to continue auto-renewal. I would have cancelled it if they actually sent me payment confirmation emails. Article from searching care.com lawsuit "the suit alleges Care.com unlawfully enrolled its customers in auto-renewal subscriptions without getting customers' consents and without providing disclosures of the subscription as required by law.""Lastly, Care.com must now notify customers that they can cancel their subscriptions before it automatically renews, prosecutors said." - https://www.cbsnews.com/sanfrancisco/news/care-com-settles-lawsuit-claiming-it-misrepresented-background-checks-auto-renewed-subscriptions/ Email - closing account Hi ******,It is great that you thought of us for your care needs, however, after recently reviewing your account it appears as though you are using it to recruit Care.com caregivers for your organization. Unfortunately, this is not a use case we are supporting anymore. I am sorry if you were not aware of this, and since this is a violation of our Terms of Use, your account has been closed. We apologize for any confusion and appreciate your understanding.Sincerely,Care.com ***********

  Business Response

  Date: 10/06/2022

  Hello, please see attached response, thank you.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  Defamatory Inaccurate and untruthful review that was posted from someone I never met or worked for. I advised care com and have proof I've never worked for or met the person. I asked care.com to remove the review. They declined. I screenshot and emailed them about care com can delete defamatory, racial and obscene posts. They refuse to delete the defamatory review

  Business Response

  Date: 10/06/2022

  Hello, please see attached response, thank you.