Initial Business Response /* (1000, 5, 2015/02/04) */
Hi[redacted]
Thanks for reaching out and so sorry for the mix-up here. It appears that you had two accounts. One under the email [redacted] and one under, [redacted]
Your accounts have been cancelled and closed. ...
Three refunds of $35.00 have been processed. These refunds are for the following months: December, January, and February. You can expect to see these refunds post back in 3-5 business days.
Your account will not be billed going forward.
Please do not hesitate to reach out, should you have any other questions.
Janice reached out to our Member Services team in regards to the billing on her account and did receive a follow-up call and email from our Supervisor. Please see this email correspondence below.
Hi Janice, Grande', 'Lucida Sans Unicode', 'Lucida Sans', Verdana, Tahoma, sans-serif; font-size: 12px;">Thank you for reaching back out to us. My name is Veronica and I am the customer service supervisor with Sittercity.com. I left you a message about your account. I received your information from Kim, the representative you were working with. I see that she offered you a a full refund as a courtesy. When you signed up for Sittercity.com. you did agree to our terms of use with the service during the initial sign up portion. You also registered for a premium membership. When you hit subscribe you signed up for the quarterly membership, it does state on that page that all subscriptions will renew until cancelled. Please see both the terms of use and registration page attached. You can cancel a subscription out at anytime hassle free though and we give you three ways to do so. You can downgrade to a Basic Membership in your Account Settings page prior to renewal, or give us a call or email us and we will be happy to cancel your subscription for you!Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. So, Sha was able to give the maximum amount for a refund without any record of cancellation. As a courtesy today, I have issued an additional refund of $70.00 each and this should reflect in your account in 2-4 business days. This is the maximum amount of refunds that can be processed. If you have any additional questions, you can email me back or my direct line is 312-477-7107 (tel:312-477-7107). I am here Monday through Friday 9am until 3pm CST. You can leave me a voicemail as well.Thanks, Veronica *.
At this time, we have processed a total of 6 months in refunds ($140.00) and no additional refunds will be processed.
[redacted] registered and upgraded their basic account in October of 2014 for a quarterly membership. All of our memberships are subscription based and will automatically...
renew as stated on the registration page. Prior to December, 2nd, the account had not been cancelled. [redacted] had not reached out to member services about his account, but processed a charge back with his bank. [redacted] account was utilized through April of 2015 and utilized Sittercity.com messaging through April 7, 2015.
As of today, the members services team has processed two refunds as a courtesy of $70.00 each . The account is completely closed and will not be billed going forward. We consider this case closed.
Initial Business Response /* (1000, 5, 2014/07/02) */
Hi [redacted]
Thanks so much for reaching out. While all of our accounts are subscription based memberships, set to automatically renew, I went ahead and took care of this for you, not a problem.
In addition to the refund of $35 that...
was already processed, I went ahead and processed an additional two refunds of $35, for a total of $105. These refunds are expected to post back in 2-4 business days.
Let us know if you have any additional questions or concerns, we're always happy to help!
Thanks,
The Sittercity Team
Sittercity offers subscription based memberships that are all set to automatically renew as stated during registration until they're cancelled. Each member has the ability to...
turn the auto-renew on and off directly from their account settings on their profile. [redacted] registered and opened an account on September 8, 2015. Since that time the account had not been cancelled, nor do we have any record of an email or phone call to cancel the membership. We are up front about our subscription based policy. This account is completely cancelled and will not be billed going forward. We have also processed three courtesy refunds of $35.00 each for [redacted] We consdier this case closed.
Hi [redacted]
I reviewed your account and it appears that you registered under our quarterly subscription. All of our memberships are Subscription based and automatically renew, as stated on the registration page. Keep in mind, you are able to turn this off at any time by going into your...
Account Settings and selecting "Downgrade to Basic."This email confirms I have gone ahead and cancelled your Premium membership today and you will not receive any additional charges moving forward.I have also processed an additional refund in the amount of $70.00, which you can expect to see on your billing statement within the next 3 - 5 business days. At this time, you've received a total of $140 back in refunds for your renewals.If you need anything else, feel free to reach out. We're here to help.
Initial Business Response /* (1000, 5, 2014/07/18) */
[redacted] reached out to our Member Services department in an attempt to close out his account and requested refunds for the time he did not use his account. We were more than happy to take care of that for him. We informed...
Mr.[redacted] that the email address he provided was associated with a basic account that had never been billed, and asked if he could provide an additional email address or name that could be on the paid account. We have attempted to contact Mr.[redacted] 3 separate times by phone and have left voice-mails. He has yet to return our call. Please see the email chain below.
Hi[redacted]
We have received your request to cancel your Premium membership and process a refund of your most recent billing, however, the account linked to the email address[redacted] has not been billed.
Please reply with any additional email addresses or names that you would like us to search under and we'll be more than happy to take care of you.
Thanks,
[redacted]
The Sittercity Team
[redacted] Sunday 08:54
There is a $70 charge to my credit card from last week from sitter city
Sent from my iPhone
[redacted] Sunday 14:02
I recently realized that I have been billed $70.00 for a sittercity account that I haven't used in over two years. In looking at previous credit card statements, it appears that I was similarly billed $70.00 on June 30, 2013.
I believe that it is dishonest of your company to bill consumers with no notice that they will be charged. I would like to be refunded $140.00.
Sincerely,[redacted]
On Sunday, July 13, XXXX X:XX PM,[redacted]
There is a $70 charge to my credit card from last week from sitter city
Sent from my iPhone
Hi[redacted]
Sorry about that.
We can most definitely cancel your Premium membership and process a refund of the last two billings, however, the account linked to the email address[redacted] has not been billed.
Please reply with any additional email addresses or names that you would like us to search under and we'll be more than happy to take care of you.
Thanks,
[redacted]
The Sittercity Team
[redacted] Monday 14:39
I would like to speak to someone at sittercity by phone to resolve this matter. You may contact me at XXX XXX XXXX. I have filed a complaint with the Revdex.com of the Chicago area and will be searching my credit card statements for other unauthorized charges by your company to my account.
Initial Business Response /* (1000, 5, 2015/06/01) */
[redacted] registered and upgraded her account in August of 2014 for a monthly membership. All of our memberships are subscription based and will automatically renew as stated on the registration page.
Prior to Friday, May 29th, the...
account had not been cancelled. At the time of [redacted]'s call to our Member Services team her account was cancelled and 3 refunds were processed as a courtesy in closing it out.
In December 2014 there was a failed transaction on [redacted]'s account as we attempted to renew her membership for the month. On December 26, 2014 a payment declined email was sent to [redacted]. Still at that point, [redacted] did not cancel her account. A few days later the attempted transaction did go through and the membership continued.
In addition to the refunds that were already processed, we have gone ahead and processed an additional 2 refunds of $35.00, which will post back in 3-5 business days. At this time 5 refunds of $35.00 have been processed, in closing out this account. No additional refunds will be processed. The account is completely closed and will not be billed going forward.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sittercity offers a background check as an available option to sitters who utilize our site. It was not a requirement for Ms.
background: white;">[redacted] complete a background check; however she did purchase
one for herself on June 21, 2016. In order to complete any background check you do have to provide your social security number, which is stated when purchasing (https://www.sittercity.com/background-
checks/whats-covered). Since Ms. [redacted] does not want to continue with the background check we can absolutely refund the $15.00 back to her account. This refund will be reflected back in 2-4 business days.
Sittercity is a public website, so we encourage Ms. [redacted] to look through our information regarding site safety (https://www.sittercity.com/sitters/child-care-jobs/5-tips-to-protect-yourself-f...⇄ />
sittercity). We are here for all support questions and can be reached Monday through Friday 8AM until 4PM CST.
Initial Business Response /* (1000, 5, 2014/11/13) */
On February 5, 2014 [redacted] upgraded her account from a basic to a premium membership. On the registration page it does state that all memberships are subscription based and will automatically renew until they are cancelled.
The account...
was then renewed for the quarterly subscription on May 5, 2014 and August 5, 2014. On November 5, 2014 we attempted to renew the subscription, but were unable to process payment. This was a failed attempt to collect payment. A payment declined email was also automatically sent to [redacted] at this time. On November 10, 2014 there was another attempt to collect payment. This again was also a failed attempt and no payment was collected at that time. An additional "payment declined" email was sent to the customer.
While we do not have a record of the cancellation, we definitely do not want to disappoint and have processed two refunds of $70 for May and August 2014. [redacted] has not been billed since that time.
Please know these refunds will post back in 2-4 business days and the account is completely cancelled and will not be billed going forward.
Initial Business Response /* (1000, 5, 2014/05/02) */
Hi[redacted]
My name is [redacted] and I'm the Manager of Member Services here at Sittercity. I have taken the time to review your account. Due to the results of your Motor Vehicle Records Check, you are ineligible for membership on...
our site.
Feel free to check out what's covered in a background check here:
https://www.sittercity.com/background-checks/whats-covered.html
If you have any questions about this information, I'm happy to help. You can reach me directly at XXX-XXX-XXXX ext. [redacted]
Initial Business Response /* (1000, 7, 2014/04/04) */
We hate to hear of this unfortunate experience. [redacted] did reach out to our customer support. We took care of this customer, cancelled her account and processed a full refund right away. I've included the email conversation...
below.
I do not want this service. I cannot find the cancel button anywhere on my account settings.
I do not want this service. I do not authorize you to charge my credit card. This site is a FRAUD. The profiles are not real.
I am reporting you to the Revdex.com.
[redacted]
Hi[redacted]
We have cancelled your Premium membership and you will not be billed any further.
We have also processed a refund in the amount of $24.50, which you can expect to see on your billing statement within the next 3 - 5 business days.
If you need anything else, feel free to reach out. We're here to help.
Thanks,
[redacted]
The Sittercity Team
Initial Consumer Rebuttal /* (2000, 9, 2014/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/04) */
[redacted] registered on sittercity.com for three separate accounts using the following email addresses.
[redacted]@hotmail.com
[redacted]@hotmail.com
[redacted]@outlook.com
Under each of these account she posted a job,...
for a total of three jobs posted on our website. On May 31, 2015 [redacted] chose to upgrade her account by purchasing a paid subscription based membership on the account under this email address, [redacted]@hotmail.com. After the purchase of her membership, her account went into a premium status, giving [redacted] access to communicate with sitters on the site.
On Sunday, May 31st, [redacted] submitted a request to our Member Services team, using extremely profane language, demanding her money back. At that time we cancelled her paid account and processed a refund in full of $35.00. This refund will post back in 3-5 business days from the time it was processed.
All accounts are in a basic status and are not being billed.
Thanks for reaching out to us and we apologize about the disappointment. All of our memberships are subscription based and this is stated up front upon subscribing to our memberships. We did take a further look into your account and there was a billing glitch that occurred on...
your personal account, please know that this is something that we always want to make available to our customer. We would like to go ahead and take care of the additional charges that were affected by this glitch. This will be a total of five additional refunds that will be processed back and all the refunds for your renewal charges. Since your billing history is corrupted, our team would be happy to set you up with a new account and you can reach out to them at either the telephone number [redacted] or the email address: s[redacted].com. We appreciate you being a member with us and we hope to welcome you back if you are looking for childcare in the future.
We sincerely apologize for any misunderstandings that Ms. [redacted] had when signing up for Sittercity.com. Sittercity is simply an online platform that offers as a meeting venue for families...
and caregivers to interact. It is free to sign up with Sittercity as a parent and you can post a job and search for sitters in your area. If a parent receives interest in their applications and they would like to connect with the caregivers, the account holder would need to upgrade to the paid premium membership. The paid membership offers, a secure messaging platform between sitters and seekers. The parent also has the ability to leave reviews for sitters with the paid membership. The basic and premium membership details are provided during the initial registration portion. Ms. [redacted]’s information will not be shared with any other site. We have closed out Ms. [redacted]’s account, so she will not receive any emails moving forward. If she has any additional questions or concerns, we encourage her to reach out to us at [redacted]
When I made an attempt to cancel our sitter city account (due to no longer needing the service) there was some sort of glitch in the system. Our bank account was charged anyway. When I called in I expected a big fight but the customer service was INCREDIBLY nice and immediately issued a refund. Unfortunately I had to call in again because our account still did not cancel and I was afraid we would be charged again.. but once again the customer service was EXTREMELY nice and immediately canceled our account with no further charges without any hassle or begging us to stay.
When I need a service like this again I will definitely go with this company. Although I will watch carefully all account activity because they do seem to have some bugs in there system.
Initial Business Response /* (1000, 6, 2015/02/23) */
The Manager of our Member Services team reached out to[redacted] on Friday, February 20th to further discuss the billing on her account. [redacted] declined to connect with our team at this time.
As the previous representative stated, all...
of our memberships are subscription based and will automatically renew until cancelled. Our Member Services rep did provide a copy of our registration page to[redacted] for her reference of our policy.
In addition to the 2 refunds already processed, we are able to do an additional 4 for a maximum of 6 months. Four refunds of $35.00 have been processed and will post back in 3-5 business days. At this time six refunds of $35.00 have been processed. A total of $210.00 refunded.
At this time,[redacted]'s account is completely cancelled and will not be billed going forward.
Initial Consumer Rebuttal /* (3000, 8, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. The copy of Sittercity's registration page is irrelevant. On November 10 2013 after I registered for one month, I received the following email:
Hi[redacted],
Thanks for your purchase. This email is your receipt, so please keep it for your records.
Item purchased: 1 month
Credit Card billed: visa ending in XXXX
Amount billed: $35
Have questions? Check out our help center to find answers.
Thanks,
The Sittercity Team
As you can see there is NO mention of an automatic renewal and it is clearly stated as a 1 month purchase.
Further more, I NEVER received any statement, emails, notices, ads, etc... after this one time purchase. It looks as though Sittercity was trying to disappear.
This is clearly a deceptive practice. If Sittercity had no intention of being dishonest, they would have sent monthly statements, and at the very minimum a yearly recap.
At this time, I am requesting the company refund me the rest of what is owed: $315
Thank you.
Final Consumer Response /* (4200, 12, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I acknowledge the receipt of six refunds of $35 out of the $525 SitterCity has drawn out of my bank account without my permission.
Item purchased: 1 month
Credit Card billed: visa ending in XXXX
Amount billed: $35
Have questions? Check out our help center to find answers.
Thanks,
The Sittercity Team
As mentioned in a previous email, The balance owed by this company is still $315.
SitterCity's response brings nothing new to the discussion and doesn't offer resolution to my complaint.
Final Business Response /* (4000, 14, 2015/03/25) */
Sittercity has processed six refunds as a courtesy in closing out this account. [redacted] has declined any attempt to connect with our Member Services team Manager. At this time no additional refunds will be processed.
Initial Business Response /* (1000, 6, 2015/09/14) */
Hi Ljubica,
Thanks for reaching out. At this time I have gone ahead and processed a refund of $35.00 for your June monthly charge. You can expect to see this refund post back to your credit card statement in 3-5 business...
days.
Your account is completely cancelled and will not be billed going forward.
This is my first Revdex.com complaint. Signed on to Sittercity to find a babysitter. Be careful. They must hide the automatic membership charge somewhere in the fine print/terms and conditions because they have been charging me $35/month for 5 mos... just figured it out when I had my credit card cancelled due to unrelated fraudulent activity on my card... apparently the customer service rep at [redacted] shared that she had the exact same experience when she used the same site for elder care. I am usually very careful... so they must really hide it. Oh and the kicker is when I went on the site to cancel guess what they include in one of the drop down choices as to why I"m cancelling? You guessed it ...one of the options was " I was not aware of the automatic renewal charge" ... hmmmm if it happens that often that they felt it necessary to include that on the drop down as to why you are cancelling then maybe they should think about making clearer to consumers. AWFUL. I will never use sittercity again and plan to warn every mom I know.
Initial Business Response /* (1000, 5, 2015/05/04) */
[redacted] joined Sittercity and upgraded her account on October 2, 2014 for a monthly membership. As stated on the registration page, all of our memberships are subscription based and will automatically renew until cancelled. Keep in mind...
all of our members have the ability to turn their auto-renew on and off directly from their account settings. [redacted]'s account had not been cancelled, which is why it did continue to renew.
Normally without a record of a cancellation, we do not process refunds. At the time of [redacted]'s call to our Member Services team, we cancelled her account out as well as processed 3 courtesy refunds of $35.00 in closing it out.
[redacted]'s account is completely cancelled and will not be billed going forward. Her refunds will post back in 3-5 business days. At this time no additional refunds will be processed.
Initial Business Response /* (1000, 5, 2015/02/04) */
Hi[redacted]
Thanks for reaching out and so sorry for the mix-up here. It appears that you had two accounts. One under the email [redacted] and one under, [redacted]
Your accounts have been cancelled and closed. ...
Three refunds of $35.00 have been processed. These refunds are for the following months: December, January, and February. You can expect to see these refunds post back in 3-5 business days.
Your account will not be billed going forward.
Please do not hesitate to reach out, should you have any other questions.
Janice reached out to our Member Services team in regards to the billing on her account and did receive a follow-up call and email from our Supervisor. Please see this email correspondence below.
Hi Janice, Grande', 'Lucida Sans Unicode', 'Lucida Sans', Verdana, Tahoma, sans-serif; font-size: 12px;">Thank you for reaching back out to us. My name is Veronica and I am the customer service supervisor with Sittercity.com. I left you a message about your account. I received your information from Kim, the representative you were working with. I see that she offered you a a full refund as a courtesy. When you signed up for Sittercity.com. you did agree to our terms of use with the service during the initial sign up portion. You also registered for a premium membership. When you hit subscribe you signed up for the quarterly membership, it does state on that page that all subscriptions will renew until cancelled. Please see both the terms of use and registration page attached. You can cancel a subscription out at anytime hassle free though and we give you three ways to do so. You can downgrade to a Basic Membership in your Account Settings page prior to renewal, or give us a call or email us and we will be happy to cancel your subscription for you!Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. So, Sha was able to give the maximum amount for a refund without any record of cancellation. As a courtesy today, I have issued an additional refund of $70.00 each and this should reflect in your account in 2-4 business days. This is the maximum amount of refunds that can be processed. If you have any additional questions, you can email me back or my direct line is 312-477-7107 (tel:312-477-7107). I am here Monday through Friday 9am until 3pm CST. You can leave me a voicemail as well.Thanks, Veronica *.
At this time, we have processed a total of 6 months in refunds ($140.00) and no additional refunds will be processed.
[redacted] registered and upgraded their basic account in October of 2014 for a quarterly membership. All of our memberships are subscription based and will automatically...
renew as stated on the registration page. Prior to December, 2nd, the account had not been cancelled. [redacted] had not reached out to member services about his account, but processed a charge back with his bank. [redacted] account was utilized through April of 2015 and utilized Sittercity.com messaging through April 7, 2015.
As of today, the members services team has processed two refunds as a courtesy of $70.00 each . The account is completely closed and will not be billed going forward. We consider this case closed.
Initial Business Response /* (1000, 5, 2014/07/02) */
Hi [redacted]
Thanks so much for reaching out. While all of our accounts are subscription based memberships, set to automatically renew, I went ahead and took care of this for you, not a problem.
In addition to the refund of $35 that...
was already processed, I went ahead and processed an additional two refunds of $35, for a total of $105. These refunds are expected to post back in 2-4 business days.
Let us know if you have any additional questions or concerns, we're always happy to help!
Thanks,
The Sittercity Team
Sittercity offers subscription based memberships that are all set to automatically renew as stated during registration until they're cancelled. Each member has the ability to...
turn the auto-renew on and off directly from their account settings on their profile. [redacted] registered and opened an account on September 8, 2015. Since that time the account had not been cancelled, nor do we have any record of an email or phone call to cancel the membership. We are up front about our subscription based policy. This account is completely cancelled and will not be billed going forward. We have also processed three courtesy refunds of $35.00 each for [redacted] We consdier this case closed.
Hi [redacted]
I reviewed your account and it appears that you registered under our quarterly subscription. All of our memberships are Subscription based and automatically renew, as stated on the registration page. Keep in mind, you are able to turn this off at any time by going into your...
Account Settings and selecting "Downgrade to Basic."This email confirms I have gone ahead and cancelled your Premium membership today and you will not receive any additional charges moving forward.I have also processed an additional refund in the amount of $70.00, which you can expect to see on your billing statement within the next 3 - 5 business days. At this time, you've received a total of $140 back in refunds for your renewals.If you need anything else, feel free to reach out. We're here to help.
Initial Business Response /* (1000, 5, 2014/07/18) */
[redacted] reached out to our Member Services department in an attempt to close out his account and requested refunds for the time he did not use his account. We were more than happy to take care of that for him. We informed...
Mr.[redacted] that the email address he provided was associated with a basic account that had never been billed, and asked if he could provide an additional email address or name that could be on the paid account. We have attempted to contact Mr.[redacted] 3 separate times by phone and have left voice-mails. He has yet to return our call. Please see the email chain below.
Hi[redacted]
We have received your request to cancel your Premium membership and process a refund of your most recent billing, however, the account linked to the email address[redacted] has not been billed.
Please reply with any additional email addresses or names that you would like us to search under and we'll be more than happy to take care of you.
Thanks,
[redacted]
The Sittercity Team
[redacted] Sunday 08:54
There is a $70 charge to my credit card from last week from sitter city
Sent from my iPhone
[redacted] Sunday 14:02
I recently realized that I have been billed $70.00 for a sittercity account that I haven't used in over two years. In looking at previous credit card statements, it appears that I was similarly billed $70.00 on June 30, 2013.
I believe that it is dishonest of your company to bill consumers with no notice that they will be charged. I would like to be refunded $140.00.
Sincerely,[redacted]
On Sunday, July 13, XXXX X:XX PM,[redacted]
There is a $70 charge to my credit card from last week from sitter city
Sent from my iPhone
Hi[redacted]
Sorry about that.
We can most definitely cancel your Premium membership and process a refund of the last two billings, however, the account linked to the email address[redacted] has not been billed.
Please reply with any additional email addresses or names that you would like us to search under and we'll be more than happy to take care of you.
Thanks,
[redacted]
The Sittercity Team
[redacted] Monday 14:39
I would like to speak to someone at sittercity by phone to resolve this matter. You may contact me at XXX XXX XXXX. I have filed a complaint with the Revdex.com of the Chicago area and will be searching my credit card statements for other unauthorized charges by your company to my account.
Initial Business Response /* (1000, 5, 2015/06/01) */
[redacted] registered and upgraded her account in August of 2014 for a monthly membership. All of our memberships are subscription based and will automatically renew as stated on the registration page.
Prior to Friday, May 29th, the...
account had not been cancelled. At the time of [redacted]'s call to our Member Services team her account was cancelled and 3 refunds were processed as a courtesy in closing it out.
In December 2014 there was a failed transaction on [redacted]'s account as we attempted to renew her membership for the month. On December 26, 2014 a payment declined email was sent to [redacted]. Still at that point, [redacted] did not cancel her account. A few days later the attempted transaction did go through and the membership continued.
In addition to the refunds that were already processed, we have gone ahead and processed an additional 2 refunds of $35.00, which will post back in 3-5 business days. At this time 5 refunds of $35.00 have been processed, in closing out this account. No additional refunds will be processed. The account is completely closed and will not be billed going forward.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sittercity offers a background check as an available option to sitters who utilize our site. It was not a requirement for Ms.
background: white;">[redacted] complete a background check; however she did purchase
one for herself on June 21, 2016. In order to complete any background check you do have to provide your social security number, which is stated when purchasing (https://www.sittercity.com/background-
checks/whats-covered). Since Ms. [redacted] does not want to continue with the background check we can absolutely refund the $15.00 back to her account. This refund will be reflected back in 2-4 business days.
Sittercity is a public website, so we encourage Ms. [redacted] to look through our information regarding site safety (https://www.sittercity.com/sitters/child-care-jobs/5-tips-to-protect-yourself-f...⇄ /> sittercity). We are here for all support questions and can be reached Monday through Friday 8AM until 4PM CST.
Initial Business Response /* (1000, 5, 2014/11/13) */
On February 5, 2014 [redacted] upgraded her account from a basic to a premium membership. On the registration page it does state that all memberships are subscription based and will automatically renew until they are cancelled.
The account...
was then renewed for the quarterly subscription on May 5, 2014 and August 5, 2014. On November 5, 2014 we attempted to renew the subscription, but were unable to process payment. This was a failed attempt to collect payment. A payment declined email was also automatically sent to [redacted] at this time. On November 10, 2014 there was another attempt to collect payment. This again was also a failed attempt and no payment was collected at that time. An additional "payment declined" email was sent to the customer.
While we do not have a record of the cancellation, we definitely do not want to disappoint and have processed two refunds of $70 for May and August 2014. [redacted] has not been billed since that time.
Please know these refunds will post back in 2-4 business days and the account is completely cancelled and will not be billed going forward.
Initial Business Response /* (1000, 5, 2014/05/02) */
Hi[redacted]
My name is [redacted] and I'm the Manager of Member Services here at Sittercity. I have taken the time to review your account. Due to the results of your Motor Vehicle Records Check, you are ineligible for membership on...
our site.
Feel free to check out what's covered in a background check here:
https://www.sittercity.com/background-checks/whats-covered.html
If you have any questions about this information, I'm happy to help. You can reach me directly at XXX-XXX-XXXX ext. [redacted]
Initial Business Response /* (1000, 7, 2014/04/04) */
We hate to hear of this unfortunate experience. [redacted] did reach out to our customer support. We took care of this customer, cancelled her account and processed a full refund right away. I've included the email conversation...
below.
I do not want this service. I cannot find the cancel button anywhere on my account settings.
I do not want this service. I do not authorize you to charge my credit card. This site is a FRAUD. The profiles are not real.
I am reporting you to the Revdex.com.
[redacted]
Hi[redacted]
We have cancelled your Premium membership and you will not be billed any further.
We have also processed a refund in the amount of $24.50, which you can expect to see on your billing statement within the next 3 - 5 business days.
If you need anything else, feel free to reach out. We're here to help.
Thanks,
[redacted]
The Sittercity Team
Initial Consumer Rebuttal /* (2000, 9, 2014/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/04) */
[redacted] registered on sittercity.com for three separate accounts using the following email addresses.
[redacted]@hotmail.com
[redacted]@hotmail.com
[redacted]@outlook.com
Under each of these account she posted a job,...
for a total of three jobs posted on our website. On May 31, 2015 [redacted] chose to upgrade her account by purchasing a paid subscription based membership on the account under this email address, [redacted]@hotmail.com. After the purchase of her membership, her account went into a premium status, giving [redacted] access to communicate with sitters on the site.
On Sunday, May 31st, [redacted] submitted a request to our Member Services team, using extremely profane language, demanding her money back. At that time we cancelled her paid account and processed a refund in full of $35.00. This refund will post back in 3-5 business days from the time it was processed.
All accounts are in a basic status and are not being billed.
Thanks for reaching out to us and we apologize about the disappointment. All of our memberships are subscription based and this is stated up front upon subscribing to our memberships. We did take a further look into your account and there was a billing glitch that occurred on...
your personal account, please know that this is something that we always want to make available to our customer. We would like to go ahead and take care of the additional charges that were affected by this glitch. This will be a total of five additional refunds that will be processed back and all the refunds for your renewal charges. Since your billing history is corrupted, our team would be happy to set you up with a new account and you can reach out to them at either the telephone number [redacted] or the email address: s[redacted].com. We appreciate you being a member with us and we hope to welcome you back if you are looking for childcare in the future.
We sincerely apologize for any misunderstandings that Ms. [redacted] had when signing up for Sittercity.com. Sittercity is simply an online platform that offers as a meeting venue for families...
and caregivers to interact. It is free to sign up with Sittercity as a parent and you can post a job and search for sitters in your area. If a parent receives interest in their applications and they would like to connect with the caregivers, the account holder would need to upgrade to the paid premium membership. The paid membership offers, a secure messaging platform between sitters and seekers. The parent also has the ability to leave reviews for sitters with the paid membership. The basic and premium membership details are provided during the initial registration portion. Ms. [redacted]’s information will not be shared with any other site. We have closed out Ms. [redacted]’s account, so she will not receive any emails moving forward. If she has any additional questions or concerns, we encourage her to reach out to us at [redacted]
When I made an attempt to cancel our sitter city account (due to no longer needing the service) there was some sort of glitch in the system. Our bank account was charged anyway. When I called in I expected a big fight but the customer service was INCREDIBLY nice and immediately issued a refund. Unfortunately I had to call in again because our account still did not cancel and I was afraid we would be charged again.. but once again the customer service was EXTREMELY nice and immediately canceled our account with no further charges without any hassle or begging us to stay.
When I need a service like this again I will definitely go with this company. Although I will watch carefully all account activity because they do seem to have some bugs in there system.
Initial Business Response /* (1000, 6, 2015/02/23) */
The Manager of our Member Services team reached out to[redacted] on Friday, February 20th to further discuss the billing on her account. [redacted] declined to connect with our team at this time.
As the previous representative stated, all...
of our memberships are subscription based and will automatically renew until cancelled. Our Member Services rep did provide a copy of our registration page to[redacted] for her reference of our policy.
In addition to the 2 refunds already processed, we are able to do an additional 4 for a maximum of 6 months. Four refunds of $35.00 have been processed and will post back in 3-5 business days. At this time six refunds of $35.00 have been processed. A total of $210.00 refunded.
At this time,[redacted]'s account is completely cancelled and will not be billed going forward.
Initial Consumer Rebuttal /* (3000, 8, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. The copy of Sittercity's registration page is irrelevant. On November 10 2013 after I registered for one month, I received the following email:
Hi[redacted],
Thanks for your purchase. This email is your receipt, so please keep it for your records.
Item purchased: 1 month
Credit Card billed: visa ending in XXXX
Amount billed: $35
Have questions? Check out our help center to find answers.
Thanks,
The Sittercity Team
As you can see there is NO mention of an automatic renewal and it is clearly stated as a 1 month purchase.
Further more, I NEVER received any statement, emails, notices, ads, etc... after this one time purchase. It looks as though Sittercity was trying to disappear.
This is clearly a deceptive practice. If Sittercity had no intention of being dishonest, they would have sent monthly statements, and at the very minimum a yearly recap.
At this time, I am requesting the company refund me the rest of what is owed: $315
Thank you.
Final Consumer Response /* (4200, 12, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I acknowledge the receipt of six refunds of $35 out of the $525 SitterCity has drawn out of my bank account without my permission.
Item purchased: 1 month
Credit Card billed: visa ending in XXXX
Amount billed: $35
Have questions? Check out our help center to find answers.
Thanks,
The Sittercity Team
As mentioned in a previous email, The balance owed by this company is still $315.
SitterCity's response brings nothing new to the discussion and doesn't offer resolution to my complaint.
Final Business Response /* (4000, 14, 2015/03/25) */
Sittercity has processed six refunds as a courtesy in closing out this account. [redacted] has declined any attempt to connect with our Member Services team Manager. At this time no additional refunds will be processed.
Initial Business Response /* (1000, 6, 2015/09/14) */
Hi Ljubica,
Thanks for reaching out. At this time I have gone ahead and processed a refund of $35.00 for your June monthly charge. You can expect to see this refund post back to your credit card statement in 3-5 business...
days.
Your account is completely cancelled and will not be billed going forward.
This is my first Revdex.com complaint. Signed on to Sittercity to find a babysitter. Be careful. They must hide the automatic membership charge somewhere in the fine print/terms and conditions because they have been charging me $35/month for 5 mos... just figured it out when I had my credit card cancelled due to unrelated fraudulent activity on my card... apparently the customer service rep at [redacted] shared that she had the exact same experience when she used the same site for elder care. I am usually very careful... so they must really hide it. Oh and the kicker is when I went on the site to cancel guess what they include in one of the drop down choices as to why I"m cancelling? You guessed it ...one of the options was " I was not aware of the automatic renewal charge" ... hmmmm if it happens that often that they felt it necessary to include that on the drop down as to why you are cancelling then maybe they should think about making clearer to consumers. AWFUL. I will never use sittercity again and plan to warn every mom I know.
Initial Business Response /* (1000, 5, 2015/05/04) */
[redacted] joined Sittercity and upgraded her account on October 2, 2014 for a monthly membership. As stated on the registration page, all of our memberships are subscription based and will automatically renew until cancelled. Keep in mind...
all of our members have the ability to turn their auto-renew on and off directly from their account settings. [redacted]'s account had not been cancelled, which is why it did continue to renew.
Normally without a record of a cancellation, we do not process refunds. At the time of [redacted]'s call to our Member Services team, we cancelled her account out as well as processed 3 courtesy refunds of $35.00 in closing it out.
[redacted]'s account is completely cancelled and will not be billed going forward. Her refunds will post back in 3-5 business days. At this time no additional refunds will be processed.