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Address: 77 4th Avenue, North Waltham, Massachusetts, United States, 02451-7559
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Our small church purchased a premium account to seek child care providers, the same as a household would - occasional help needed, with the possibility of weekly help on Sunday mornings for 2 hours. Without contacting us by phone or email, and without submitting to us an agreement, Care.com manually switched us to a $75/month payment plan because they classified us as a "Daycare Center". Even after we manually canceled the plan on Care.com, it continues to bill us each month. Our only remedy is to cancel our debit card, but that won't get us the refund we deserve.
Again, the problems were multiple and I would recommend staying away from Care.com:
1) They assumed we're a childcare center, which we're not.
2) They manually switched us to their highest monthly payment plan without communicating with us by phone or email
3) They never provided us an agreement about the higher payment plan
4) We canceled the plan on care.com but it continues to bill us monthly
5) We are forced to cancel our debit card and update all other accounts on the web because of these dummies, and we'll pobably never see a refund
We thank M. *** for taking the to share their feedback and concerns with us.Please know that Care.com does not have the ability to switch an account on behalf of amember. The incorrect account would need to be closed and the member would need tocreate the new account as a business.Our records show that *. *** created a recruitment account in October of 2018in order to recruitment employees for their business. Upon creation of the account a jobwas posted, credit card information was entered, and the account was upgraded at thattime.All subscriptions automatically renew until cancelled and this is outlined at the time ofupgrade, as wells as in our Terms of Use. Below is a copy of the disclosure provided atthe time of upgrade:Upon contacting Care.com a representative reviewed the account and provided arefund of the most recent charge on the account. The account has been downgradedback to a free basic account and no additional charges will apply.Care.com offers 24-hour email support and call center support M-F. I would encourage*. *** to reach out to us at any time in the future for clarification or assistancewith his account.Additionally, Care.com takes feedback from our members very seriously and is alwaysstriving to provide the best membership experience for them. I appreciate *.***’s feedback regarding our subscriptions and billing practices. As such, I havepersonally submitted his feedback to the appropriate department on his behalf.
Submitted a review with my email address on your website before being logged in. Had used my email address when I logged the complaint on the business. Vendor fixed my issue and I wanted to edit my review or remove it completely, but having issues and customer service was unable to help at care.com. I want to make things right with the vendor to reflect my updated experience. Here is the link: ***
My original review is listed under my initials ***. My case number on this with care.com is ***.
We thank Mr. for sharing his feedback and concerns regarding this review with us.We also apologize for any frustration this has caused.Per Mr.’s request, we have removed the review and Mr. is welcome to add anew review at his convenience. If Mr. needs any assistance in adding the newreview, he is welcome to contact us via email at ***, or via telephoneat our toll-free number at ***. A representative of our Member Care CallCenter Team can be reached between the hours of 8am-6pm EST Monday throughFriday, and they are glad to address his concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
My wife has *** from the birth of our son and we have been in and out of *** for over 6 months now fighting this horrendous disease. She also just had spinal surgery last week in which she is still recovering from. On top of that my nanny just quit on us without giving any notice. For all of these reasons I decided to sign up on care.com for a premium account yesterday. I even paid extra to have my ad highlighted because we urgently need to hire someone. I thought your site was great because I got 15 applicants in less than 24 hours. That was until I received the following two emails saying my account was terminated for no reason. I spent 30 minutes on the phone waiting to talk to someone. They refused to give me any answers to any question that they had. Since joining yesterday, I replied to 3 candidates and asked them to provide their contact info so I could reach out to them to schedule an interview. I repeatedly asked the customer service rep if this is allowed and he refused to answer. He said that a supervisor would reach out to me and instead 3 minutes after I hang up I got the 2nd email stating that my termination was reviewed and it is irreversible. I just read online hundreds of complaints about the same thing happening to other people as well. I have no criminal record and I fully complied with all their rules and guidelines. Care.com pretty much has a monopoly on the industry and now I am banned for life and now cannot find the best caregiver for my baby.
We are deeply sorry for all that Mr. and his family appear to be going through. It is unfortunatethat his experience with Care.com has been so unsatisfactory and we always appreciate the feedback ofour customers to help improve our processes. As we have previously explained to Mr., hismembership was terminated due to a matter that our team uncovered in the course of carrying out itsstandard protocols. As we make clear in our terms of use, for a variety of reasons, including to protectall member’s privacy, we do not disclose specific reasons or circumstances that led to our decision.By way of background, Care.com is an online community designed to assist individuals seeking certainfamily and home care services and individuals and entities that provide such services to find and interactwith one another. A member’s use of Care.com’s site and services is governed by it Terms of Use (the“Terms”), which may be found at ***. All members,including Mr., are required to accept the Terms as a condition of membership in Care.com’s siteand services. Section 5 of the Terms sets forth the conditions under which Care.com may close amember’s account. Among other things, this section states that: Care.com reserves the right, in its solediscretion, to immediately terminate your access to all or part of the Care.com Site and/or Services, toremove your profile and/or any content posted by or about you from the Site, and/or to terminate youraccount with Care.com, with or without notice for any reason or no reason in its sole discretion,including without limitation if Care.com should determine that you are not eligible to use the Services,have violated any terms stated herein or in any of the Additional Terms, are not suitable forparticipation as a Registered User, have misused or misappropriated Site content, including but notlimited to use on a "mirrored," competitive, or third-party site. Upon termination, Care.com shall beunder no obligation to provide you with a copy of any content posted by or about you on theSite. If we terminate your registration, we have no obligation to notify you of the reason, if any, foryour termination. Accordingly, Care.com has the right to terminate a user’s account for any reason or noreason. Should Care.com choose to close a member’s account, it is under no obligation to notify themember of the reason, if any, for such closure.While Care.com generally does not share information relating to account closures, it made an exceptionhere to advise Mr. that his account closure was due to a matter that our team uncovered in thecourse of carrying out its standard protocols. We have already communicated to Mr. we are notwilling to revisit this decision. We understand this has caused him frustration and we are sorry for that.Mr.’s account was refunded the full subscription charge upon closure.
Care.com automatically sets all their memberships to auto-renewal, even when you specifically select a 1 month membership. The auto-renewal message is in small text, is easy to miss AND there is NO option to opt-out of auto-renewal. They provide NO reminders or notifications of the auto-renewal, so in my case, I was charged $39.00 for 2 years without being aware of the unwanted membership and never using their service. And worse, when I got a new credit card, somehow they were able to transfer these charges to the new card... without my permission.
These business practices are completely unethical and dishonest and they should be sued. I contacted Care.com and no surprise, I am completely out of luck. They will provide no kind of refund though they continued to charge me without my awareness or permission when I clearly was not using their services (for more than 2 years).
I hope I can find a class action suit to sue them for their unethical business practices.
We want to acknowledge that the member Ms. claims to have not understood theCare.com subscription when she enrolled and feels deceived by her experience with Care.com.As was previously explained, it is the responsibility of the member to cancel their subscription wheneverthey see fit. I apologize to Ms. if she was not aware of this, but this information wasreadily available during enrollment, in our Terms of Use and in the billing confirmation that is sent out atthe time of upgrade. Care.com does not send out billing reminders as we feel that the automaticrenewal information is clearly conveyed as mentioned.Additionally, once upgraded the account can be set to downgrade at the end of the billing cycle at anytime by contacting Care.com or visiting the membership information section of the account. Theinstructions on how to downgrade an account are also located in the help section of the site.When Ms. contacted Care.com, a representative reviewed her request to determine ifthe most recent subscription charge met the eligibility requirements in accordance with the RefundPolicy. Ms.’s subscription was not eligible for a refund. The account is now closed, andno additional charges will be processed.Care.com offers a very thorough Help section designed to offer immediate assistance for accountmanagement, as well as 24-hour email support and call center support M-F. I would encourage Ms. to reach out to us at any time in the future for clarification or assistance with heraccount.Lastly, Care.com takes feedback from our members very seriously and is always striving to provide thebest membership experience for them. I appreciate Ms.’s feedback regarding oursubscriptions and billing practices. As such, I have personally submitted her feedback to the appropriatedepartment on her behalf.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.If you do not enter a reason for your rejection, your complaint will be closed as Answered.]The response from Care.com is standard boilerplate denial. I missed the small font warning that they will automatically renew my membership, though I selected only 1 month membership, they provided NO option to not auto-renew. They force customers into auto-renewal and then hide the membership so that clients don't notice the auto-renewal They sent me NO information about the ongoing charges they were processing, no doubt so that they continue to charge me for the membership of which I was unaware of and was clearly not using. This is dishonest and deceitful business practice. I can't image that it is legal. I would like to add to my recent response on my complaint against Care.com, #***. Could you please add this information to my case?In ***, there are a number of laws pertaining to Automatic Renewals (ARLs) and I have pasted the details below but I believe Care.com failed to comply with these laws both in terms of "clear and conspicuous disclosure" and "affirmative consent." Thank you,***’s ARL requires (1) “clear and conspicuous” disclosure, before an agreement is fulfilled, of “automatic renewal offer terms” or “continuous service offer terms”; (2) “affirmative consent” to “the agreement containing” those terms; (3) a retainable acknowledgment of those terms and any cancellation policy; and (4) a retainable notice of any “material changes” to those terms.Whether terms are disclosed in writing or orally, the disclosure must be “clear and conspicuous.” Id. § 17601(b). In the case of written disclosures, “clear and conspicuous” means “in larger type than the surrounding text, or in contrasting type, font, or color to the surrounding text of the same size, or set off from the surrounding text of the same size by symbols or other marks, in a manner that clearly calls attention to the language.*** requires that consumers give “affirmative consent” to “the agreement containing” the automatic renewal or continuous service terms. Two recent cases filed by the City of *** are also noteworthy. See ***, No. *** (***.); ***, No. *** (***.). These cases resulted in consent decrees that require changes to the companies’ website disclosures, which are now required to include “check-boxes” to enable consumers to affirmatively consent to the automatic renewal terms.
We thank Ms. for her response and continued feedback.As mentioned, Care.com does not provide billing receipts for automatic renewals as wefeel this information is clearly communicated to members at the time of upgrade, in ourTerms of Use and in the initial billing confirmation that was sent to the email address onfile at the time of her upgrade. We are very sorry that Ms. feels this tonot be the case and have submitted her feedback to our Product Management Team.Below are screenshots of the upgrade confirmation pages which are displayed at thetime of upgrade.By choosing to upgrade now, Ms. agreed that her subscription would beautomatically renewed until cancelled. We apologize again for Ms.’sfrustration but as noted above this information is clearly communicated. Additionally,members can set their accounts to downgrade at any time during the billing cycle byvisiting the membership information section of their profile or by contacting us directlyvia email, phone call or chat. This process outlined in the help section of the site.Ms. is encouraged to contact us if she has any further questions orconcerns regarding her account. We are available via email at ***,Live Chat or telephone by calling ***. Representatives of our Call Centerand Live Chat teams can be reached between the hours of 8am-6pm EST Mondaythrough Friday. Email response is provided within 24 hours of receipt.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.If you do not enter a reason for your rejection, your complaint will be closed as Answered.]In researching auto-renewal law in ***, it is clear that Care.com failed to conform with the legal requirements for "clear and conspicuous disclosure" and "affirmative consent" to auto-renewal. Specifically, the notice of auto-renewal is not clear and conspicuous and is in fact, in smaller type and not bolded. Further, they offer NO option for shoppers to opt-out of auto-renewal and as show below, affirmative consent is now an expectation. Care.com can continue to argue that they are not using deceptive business practices but there is legal precedent to show that they are (see below.) My next step it to file an FTC complaint against them. Thank you,***’s ARL requires (1) “clear and conspicuous” disclosure, before an agreement is fulfilled, of “automatic renewal offer terms” or “continuous service offer terms”; (2) “affirmative consent” to “the agreement containing” those terms; (3) a retainable acknowledgment of those terms and any cancellation policy; and (4) a retainable notice of any “material changes” to those terms.Whether terms are disclosed in writing or orally, the disclosure must be “clear and conspicuous.” Id. § 17601(b). In the case of written disclosures, “clear and conspicuous” means “in larger type than the surrounding text, or in contrasting type, font, or color to the surrounding text of the same size, or set off from the surrounding text of the same size by symbols or other marks, in a manner that clearly calls attention to the language.*** requires that consumers give “affirmative consent” to “the agreement containing” the automatic renewal or continuous service terms. Two recent cases filed by the City of *** are also noteworthy. See ***, No. *** (***.); ***, No. *** (***.). These cases resulted in consent decrees that require changes to the companies’ website disclosures, which are now required to include “check-boxes” to enable consumers to affirmatively consent to the automatic renewal terms.
Regards
I wish I would have looked at the reviews before. This is a vampire company. They just took the money and did not provide services.
This member did reach out to us and was refunded. Care.com is a self service website and this member's concern was that there were not enough caregivers in his area. This would be something out of our control, however, when the member brought it to our attention, a refund was processed.
As hundreds of reviews and complaints show, care.com uses a deceptive, negative option billing option to trick unsuspecting customers into paying multiple months of "membership fees" once you are done with their services. Like so many others, I believed I was paying for one month of services. The statement about the "automatic renewal" is in fine print and the website is quite obviously designed hoping you will overlook it. The e-mail notifications they send you conveniently go to your junk or spam folder so that you don't see them.
I firmly believe this company is in violation of the Fair Trade Commission's laws on negative option billing and that EVERYONE who experiences this issue should file a complaint here as well:***
I am also checking into what we would need to do to organize a class action lawsuit against this horrible company.
Our memberships are subscriptions and this is explained in the terms of use when a member is enrolling on the site. When a member does decide to upgrade, the autorenewal policy is clearly stated on both billing pages. Cancellation options exist for our members through their account settings page. Membercare is also available through email 24/7 to help members with any billing issues.
I signed up for a 3 month premium membership in order to search for applicants for an in-home nanny. Based on my search criteria, only 4 applicants populated. I contacted all of these applicants and none of them were available for hire. So, I had to look through other agencies in order to hire someone. I contacted care.com today to request a refund, as the service I have paid for is unavailable based on their lack of inventory in my area. I was told there is nothing they can do. When I asked to speak to a supervisor to discuss further, they told me no supervisors were available and that one will contact me by email. I asked for someone to call me to resolve the issue and they told me they can’t guarantee anyone will call me back.
We want to acknowledge that Ms. claim to have not understood the Care.com subscription whenshe enrolled and her disappointment with the inventory of caregivers in her area.When an account is upgraded through the *** app, it is processed through the *** store.Purchases made through *** are subject to the *** Terms of Use and cannot be managed byCare.com. If Ms. has any questions about a refund, she will need to reach out directly to ***support for assistance.Please also note, that the Care.com Membership status that is billed through *** is also managedthrough their *** account. Ms. can downgrade the Care.com membership at any time via the*** & App Store section of their mobile device’s Settings application.Care.com takes feedback from our members very seriously and is always striving to provide the bestmembership experience for them. We appreciate the feedback regarding our subscriptions and billingpractices. As such, I have personally submitted this feedback to the appropriate department on theirbehalf.Lastly, Care.com offers a very thorough Help section designed to offer immediate assistance for accountmanagement, as well as 24-hour email support and call center support M-F. I would encourage Ms. to reach out to us at any time in the future for clarification or assistance with this account or withany future search for caregivers.
these people should be prosecuted. They fraudulently charge my credit card for an account I never authorized to upgrade!
Member reached out to us and we explained how to handle disputing these charges as she was stating it was fraudulent use.
I recently discovered that Care.com has been billing my credit card for $59 a month for the past 2 years after I cancelled in September 2018. They offered a refund for $300 when their charges were well over $1000. My account has clearly been inactive since August 2018, yet these charges continued to be made. Furthermore we never even hired a sitter from care.com and the sitters we did speak with were not reliable, or background checked. So essentially they robbed us of $59 a month for 2 years.
We want to acknowledge that Ms. is upset her Care.com subscription continued torenew after believing she cancelled her subscription. We want to further acknowledge that shenotes that her account was inactive since August of 2018 and that she did not hire a sitter fromour site.We first want to explain that all Care.com subscriptions automatically renew until cancelled.This information is stated at the time of upgrade. The screenshots below show exactly the stepsthat the member had to take to enroll in Care.com. We sincerely hope this explanation helps toclarify the matter. The following screenshot is the exact pricing chart that would have been seenwhen selecting a membership. Please note that just below the subscription options it very clearlystates, “All subscriptions are automatically renewed until cancelled.”At the bottom of the same page, a more detailed disclaimer explains the subscription agreementjust above the Upgrade Now button.For clarification, the above text reads: By submitting this form, you agree that your credit cardwill be charged according to the plan you selected. You also agree that your subscription willautomatically renew, and you authorize us to charge your credit card $39 monthly, plus anyapplicable sales tax. If you do not wish to renew your Care.com subscription, you can choose todowngrade or cancel your subscription in the “My Profile & Settings” area of your account or bycalling our Member Care team at (*** before the end of your current subscriptionterm.Additionally, once a member upgrades to a Premium Subscription, they receive an automaticbilling confirmation sent to the email address on file. The email explains the subscription planselected, renewal date and amount of next charge to be billed. Instructions on how to downgradeor cancel their subscription are provided as well as our Member Care Team contact informationshould they require assistance before the end of their current subscription term. Ms. wassent this email on 12.8.2017.The renewal can be cancelled at any time, but if it is not cancelled, all accounts renew based onthe chosen subscription.Ms. reached out to our member care team on 1.27.2020 stating that she had closed heraccount months prior. Upon reviewing her account, it was noted that on 12.8.2017 she hadupgraded to a Premium Membership with Background Check Subscription Plan Add on totaling$59 a month. A representative explained to her that when a subscription is cancelled aconfirmation message is sent directly to the members inbox as a receipt of the action.Additionally, it was explained that if she had spoken to a representative previously to cancelthere would also be documentation on her account of this. Unfortunately, there was noindication or record of any attempts at cancelling her subscription.Ms. had requested a refund of all charges aside from her initial upgrade purchase.Except as set forth by the below criteria, Care.com subscriptions are nonrefundable, and there areno refunds or credits for partially unused periods. Exceptions for renewal charges specificallymay be made if your account meets the following criteria (please note that this exception appliesonly to the most current renewal charge, and not the initial upgrade charge on your account):• Your account has not been used since the most recent renewal charge, AND• Your request for a refund is made within thirty (30) days of the most recent charge.• Charges older than thirty (30) days are not eligible for a refund under any circumstances.This applies to any membership length (i.e., 1 month, 3 months, or 12 month).Additionally, no refunds will be offered for discounted monthly installment plans,bundled packages, background checks, or products and services purchased through anythird-party promotions or organizations.Since Ms. 's most recent renewal payment was made within thirty (30) days of thecharge and she had not used her account since the most recent renewal, we refunded $59 back toher credit card on file. Her account was immediately downgraded back to a free basicmembership. Ms. was dissatisfied with this resolution and again requested all charges berefunded. After escalating her refund request to a supervisor five additional months of refundswere issued for a total of $354.Unfortunately, per our Terms of Use we are not able to issue a refund for all charges to Ms. 's account. Ultimately, Care.com members are responsible for managing and cancellingtheir accounts. The website offers a very thorough Help section designed to offer immediateassistance for account maintenance, as well as 24-hour email support and call center supportMonday through Friday. The call center operating hours are 10AM to 6PM EST. We also offerchat support from 8 am to 6pm Monday through Friday.We also want to apologize if Ms. was not able to obtain a reliable caregiver during hertime on our site. As a self-service site, we do not employ the caregivers, but we do encouragethem to maintain a professional and courteous interaction with any families they are incorrespondence with.We sincerely hope that this clarifies the membership options that was given and illustrates howreadily available this information is during enrollment. We would encourage Ms. toreach out to us at any time in the future for clarification or assistance with her account.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Regards, I do not have a confirmation email from care.com for the membership upgrade, nor did they send any kind of monthly notice of fund withdrawls. Furthermore, the ridiculously high price I was charged each month was meant to cover criminal background check. None of that information was available.
We want to acknowledge that Ms. states she does not have a confirmation email from Care.comfrom when she upgraded and that she did not receive a monthly notice of the renewal occurring. Wealso want to clarify the cost of her subscription as she states that the high price she paid was to covercriminal background checks.We are very sorry if Ms. does not have the email that was sent to her when she upgraded.Below is a copy of the date and time the email was sent, along with the reference code of billingconfirmation as well as the email address it was sent to, the one that Ms. provided as hercontact email on her account.12/08/2017 10:51:07 ***
*We also want to clarify that we do not send email reminders about upcoming auto renewal dates. Sincethe renewal information is stated in several locations prior to the upgrade taking place, within the Termsof Use and in the confirmation email we do not continue to send reminders about the billing policy.Regarding Ms.’s billing price, she selected a monthly renewing membership for $39 a month.She was also presented the option to add a Background Check add on plan that would allow her torequest unlimited Criminal and Criminal MVR checks. This add on plan costs $20 a month and wouldrenew with her monthly subscription, following the same auto renewal information. Just like thePremium Subscription, Ms. would have been able to request this background check add on becancelled to avoid having it renew on a monthly basis.We again want to note that all of Care.com’s renewal information is available in our Terms of Use. Wehave included the specific information from within these Terms of Use regarding our renewal policy forMs..Please note that the Terms of Use specifically state the renewal will continue indefinitely, as it is themembers responsibility to cancel the subscription when they no longer require its use. Again, Ms. has been refunded multiple charges which already goes outside our strict refund guidelines as acourtesy to her. We are not able to issue any further refunds and this decision is final and irreversible.We hope that this information better guides Ms. to where our information was fully accessiblefor her at any time. We apologize for any frustration that this auto renewal feature has caused and havedocumented her feedback regarding this matter.
Was continuously billed for over a year on an account I believed canceled and certainly downgraded to the free option.
For context, all of our memberships are subscription based and automatically renew until cancelled as stated on our purchase page.? Cancellation options exist for our members through their account settings page. Members can also reach us by phone, email or social media if they need help with their account billing.
Care.com is not so caring! I set up an account a couple of years ago and had to shut down due to stage ***. After a 8 mos recovery I was able to go back work, I opened account again Had several problems with scams and fake parents. So I called in to the Safety team and within a minutes CLOSED my account down. Unbelievable! They said, I can not reopen account and you can never come back! Why! I had perfect reviews and background check. The reviews for this company speaks volume! Beware!
There isn't any indication that this member was reporting trouble with scams and fake parents. When joining Care.com, members agree to comply with our Terms of Use.? Part of the terms of use does state that Care.com reserves the right, in its sole discretion, to immediately terminate your access to all or part of the Care.com Site and/or Services, and if we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.
I did call in on Jan 14th 3 times that day!!! Your records obviously are wrong! I have a snapshot of all calls to Care.com that day! Just reading all the 1 star ratings that Care.com receives everyday goes to show how you run a business with no integrity!
Care.com is a subscription-based website that offers a platform for people seeking caregivers to connect with care providers of various sorts (e.g., babysitters, pet-minders, elder-care aides). I came to the website in hopes of finding an occasional babysitter for my two children, both of whom have special needs. Subscriptions of various lengths were offered by the site. The subscription option I chose was a three-month plan, since I wanted to try out the site and its services without commiting to a longer term. After my initial three-month term, I had not found good results with their listings, and so I did not renew. Fast forward to January 2020, when suddenly I noticed a *** receipt in my inbox for a sum of $78, paid to Care.com. At first I thought it was a fradulent charge, since I had recently had credit card info stolen, but a search reminded me of the Care.com site. It turned out that Care.com had been charging me $78 every three months since the expiration of my initial term, for a total of $390. I immediately contacted Care.com and indicated that I had not been aware of the auto-renewal of my membership when I signed up. Over the course of a couple of e-mails, they refused to refund any more than the most recent $78 payment. This might have been reasonable, had they communicated with me in any way during the term of my supposed membership. As it was, they didn't provide me with so much as a receipt for my payments. A search of my inbox showed that the only evidence of the charges was the *** debit notices every three months, which I had not noticed until the most recent one, which arrived around midnight on Jan. 22, 2020. While a notice about auto-renewal is now displayed on their subscription page—though only in a footnote—I do not believe it was mentioned there when I subscribed in 2018. My only notification of it was in one of several "new member" e-mails, so that I completely missed it. In any case, it seems very strange to me that a company that supposedly serves "busy parents," as they stated in their e-mail to me, would make no effort to actually provide me with the service I was paying for over the course of an entire year. After my initial subscription term, I did not receive any newsletters, site updates, receipts for billed amounts, notices on new features, or ANY other communication whatsoever from Care.com. The only way in which Care.com continued our supposed business relationship after my initial three-month subscription was in charging my account every three months. This suggests to me that their "auto-renewal" system is nothing more than a scam to keep busy parents paying after the subscription term they have committed to. It certainly was in my case!
We want to acknowledge that the member Ms. feels deceived by her experience with Care.comand her subscription.As was previously explained, it is the responsibility of the member to cancel their subscription wheneverthey see fit. I apologize to Ms. if he was not aware of this, but as was shown in the previousresponse, this information was readily available during her enrollment.When Ms. contacted Care.com, a representative reviewed her request to determine if the mostrecent subscription charge met the eligibility requirements in accordance with the Refund Policy. Ms.’s subscription was eligible for a refund. As provided in our previous response the renewalfeature was clearly explained at the time when Ms. upgraded to a Premium Subscription. Thisfeature is also clearly explained along with our refund policy in Section 8 of Care.com’s Terms of Use,which Ms. agreed to at the time of enrollment on the site.Additionally, Care.com takes feedback from our members very seriously and is always striving to providethe best membership experience for them. I appreciate Ms.’s feedback regarding hermembership cancellation. As such, I have personally submitted her feedback to the appropriatedepartment on his behalf.
I am highly disappointed in the customer service from this company. My profile was terminated and a refund was given without explanation. I understand that care.com has no obligation to give reason of why they terminate accounts. The people who work there are people just like everyone else and to be talked to like I've done something wrong was what made the experience very unprofessional. I have no criminal past, record is spot clean. But even if it was not, to be told that my account does not meet the criteria and that I may have been convicted of a crime or accused of neglect and we are not at liberty to tell you why is very judgmental and not only that, does not give customers a chance to rectify whatever the issue may be. Please have some decency when talking with people when you turn them away. Don't make them feel like they have done something wrong and talk down to them. Also, when asking to speak to a supervisor, I was told that they are busy helping other people....another big no no. Some customer service classes may need to take place.
We are not required to provide a reason for an account being terminated, but we may provide a list of common reasons and it appears that is what was provided here. Our decision to terminate an individual's registration does not constitute, and should not be interpreted or used as information bearing on, the individual's character, general reputation, personal characteristics, or mode of living.
GOOD LUCK TRYING TO CANCEL! I thought I had canceled my membership on-line but they make it incredibly difficult to figure it out. I was charged for 3 months that I was not aware of until I finally caught it. I never hired anyone from Care.com and paid for 6 months.
But MY REAL ISSUE is that they should not make it so difficult to cancel on-line. It is sneaky and poor business practice. They should have more respect for their customers. We have a large pool of special needs parents we are involved with in our community. We will not be recommending Care.com.
There are options available directly through members' accounts that allow them to stop the premium membership, which would be to downgrade the account, and also to cancel/close the account completely. We also have an experienced membercare team available via email 24/7 to assist with this. Our call center is also available Monday through Friday from 10 am to 6 pm EST.
Premium member, just started applying for jobs with hope of hearing back from someone. I PAID for this membership. I just received an emailed that account was terminated because I was a BUSINESS and not an individual. I have never owned a business in my life and have yet to have even received a response for any job I applied for. Why would you assume I’m a business for NO REASON?!?! Stolen money.
Member reached out to us about this and the account and premium membership were restored.
They fraudulently charged my credit card for an account I never authorized to upgrade. Their billing department “doesn’t take calls,” and Kari S, a supervisor, was specifically rude & dismissing, representing the horribly unethical company. The “services” this company offers are a shell for fraud happening behind the scenes.
There appears to have been some confusion because there were 2 accounts for this member. This has been resolved with the member.
Feeling ripped off like many others. When signing up for a one month membership and then being charged for the last 6 months totalling over $300 when I was not using the service. My own fault I guess for not chequing my credit card statement sooner. This is a complete disaster company duping customers in order to make money by fraudulent reasons. I hope I can help stop at least one other person from being scammed.
We do apologize if you were not aware of our Automatic Renewal Feature. However, all subscriptions automatically renew until canceled and we highlighted this feature on the enrollment page when you joined Care.com and again on the billing pages when upgrading. Cancellation options exist for our members through their account settings page.
I don't like care. Com they closed my account for no reason with no explanation! I was with them for years, I've emailed them 3 times and they still give me the same answer, they can't help you or tell you why they closed my account! I will never recommend them to anyone!
Per our terms of use, which all members agree to when enrolling on the site, Care.com reserves the right, in its sole discretion, to immediately terminate your access to all or part of the Care.com Site and/or Services, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your account with Care.com, with or without notice for any reason or no reason in its sole discretion, including without limitation if Care.com should determine that you are not eligible to use the Services, have violated any terms stated herein or in any of the Additional Terms, are not suitable for participation as a Registered User, have mis-used or mis-appropriated Site content, including but not limited to use on a "mirrored," competitive, or third-party site. Upon termination, Care.com shall be under no obligation to provide you with a copy of any content posted by or about you on the Site. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.
Care.com is a terrible site if you are looking to be a provider. I was a care provider (babysitter and companion) who always kept an active page, kept my reviews up (had almost 30 reviews), responded to messages in less than 5-10 hours, and I had been with care for nearly 3 years. I’ve never had any issues with anyone, out of all of the reviews I had, only one review was bad (I take responsibility for that). On this particular day, a potential client wrote a bad review and reported me because she was upset with me. I was scheduled to run a “trial babysitting day” or test trial day to babysit for a female, unfortunately my car broke down and I couldn’t get the correct part until the next day. I communicated with this lady the entire time I was in the shop until I had finally had to let her know I wouldn’t make it. She went on a 5 minute rant yelling at me telling me how it was people like me that make it hard for her to find good help and how unprofessional I was. I apologized for the inconvenience and told her that it’s unfortunate but sometimes things happen and I understand her finding someone else. The very next morning I get a bad review saying I was unprofessional and rude and a bunch of outlandish lies on my page ( but I never got the chance to babysit for her ) then hours later I get an email from care saying they’ve terminated my account without explanation. I called, emailed, and messaged care.com team on Facebook messenger and they sent me a generic statement that reads “ Unfortunately, you are not eligible to use the service. This decision is final and irreversible. No exceptions will be made to these terms.” There was no investigation done prior to them closing my account or explanation as to why my account was permanently closed. I loved care, and as a single mom, this was my ultimate “side hustle.” What really irritates me the most is how I promoted this company so much And used this site so often yet the website was quick to throw me out as if I had nothing to show for as being a part of their network. Also, how they can just take someone’s word without taking a look at the entire situation. I would not recommend this site to any parents or potential providers. Especially if you’re looking at care as a means of Primary income.
Per our terms of use, which all members agree to when enrolling on the site, Care.com reserves the right, in its sole discretion, to immediately terminate your access to all or part of the Care.com Site and/or Services, to remove your profile and/or any content posted by or about you from the Site, and/or to terminate your account with Care.com, with or without notice for any reason or no reason in its sole discretion, including without limitation if Care.com should determine that you are not eligible to use the Services, have violated any terms stated herein or in any of the Additional Terms, are not suitable for participation as a Registered User, have mis-used or mis-appropriated Site content, including but not limited to use on a "mirrored," competitive, or third-party site. Upon termination, Care.com shall be under no obligation to provide you with a copy of any content posted by or about you on the Site. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.
Care.com charged $39 for one month membership. They charged my credit card $42.22 and inactivated my membership account same day. I could access the account only for few hours. The website says it's one month fee and they did not even allow for one day to use the service. I tried to contact, there is no phone number available and I emailed them and they never replied.
I apologize for ***’s frustration with her membership with Care.com and experience with the site.Unfortunately, per our Terms of Use, we do not permit full name changes and as a result, her accounthas been closed. We apologize for any frustration this may have caused and she is welcome to create anew account at any time. When creating the new account, *** should please be sure to enter herfull legal name and address in accordance with our Terms of Use.For more information please refer to section 3. of our Terms of use.Additionally, ***’s fee was refunded back to her. Below is a copy of the transactionfor her convenience.1/13/2020 ***Refund -*** – Subscription Plan*** - $39.00 - $3.22 - $42.22