Care.com Customer Service Issues

I recently faced issues with my new account due to charges that were not mine. After successfully getting the charges dismissed with court records showing the case was closed, I am still unable to access my account after three days. This has caused me frustration, especially since I was in the process of potential interviews and job opportunities. While I appreciate the need for security measures, being locked out over serious allegations without a proper investigation feels unfair. The records from CARE.COM's security company clearly indicate that all allegations leading to my account lock were resolved with a dismissal. It's important for companies to pay attention and not penalize innocent clients. Thank you.

I believe many nannies, myself included, face the same issue when applying for positions. It can be frustrating when potential employers do not respond promptly or at all after we have provided all necessary information. Just as we nannies value communication, it would be appreciated if parents reciprocated and informed us of their decision out of common courtesy. It is essential for them to notify us promptly, considering there may be other opportunities for us to explore. I suggest including guidelines for parents on communication in your registration process to address this issue. Thank you for considering this suggestion. Kind regards, Girlene Cristina

Due to a stroke last spring, I now face some mental limitations. I visited your website on Saturday, January 31, [redacted], seeking assistance with caring for my 5 cats. I am splitting my week with family, requiring help for the half I am away. Regrettably, I signed up for an unnecessary plan costing roughly a hundred. I aim to cancel this without consulting my family, causing tension. I seek your understanding and support to resolve this issue. Thank you for your time and compassion. - Elizabeth Thompson

Email: [redacted] Phone: [redacted] On January 29th, I attempted to sign up for a one-month membership but decided against it after providing my credit card details. I am uncertain if the payment was processed as I didn't receive a confirmation. Please verify with care.com that I am not a member. If I mistakenly became a member and the payment was successful, I would like to request the immediate cancellation of my membership. Kindly send me an email to confirm this action. Thank you in advance. Christine Caracciolo

A while back, I hired a housekeeper from Care.com and used her sporadically until I discovered she was stealing from me. I didn't pay her through the site or perform a background check, which may not have made a difference in this case. I attempted to find her to leave a review but couldn't locate her profile. Her name is Thelrose Rountree, and she goes by The Rossi on Facebook, listed as Rossi Rodriguez. I want to warn others that she starts stealing once she gains your trust. I noticed items missing, notably on days she volunteered to take out the trash. She took things like sheet sets, clothes, and even small rugs. It's disheartening to realize someone you invited into your home was stealing from you, and I hope to inform others about her actions.

I am experiencing two main issues with my account. Firstly, I am unable to log in using my username as I receive an error stating that there is no user by that name. However, I do receive emails at the same address associated with my account. Secondly, when I initially subscribed for a one-month service, I was prompted to purchase a three-month premium subscription. The instructions suggested that I could downgrade my service level after payment, but this option is not available in my account settings. Therefore, I am stuck with the three-month subscription. I would appreciate a refund for the additional two months and request to be billed for only one month. Kindly cancel my subscription and ensure that I am not automatically billed for another month. It would be helpful if the sign-up process allowed for easier adjustments before payment is finalized.

I came across an advertisement on the app offering an unlimited background check subscription for $24.99/month. However, when I tried to request a background check, I couldn't find the subscription option anywhere. After searching through my account settings and various pages without success, I decided to purchase an individual background check for $65. But right after making the payment, I finally saw the option to subscribe for unlimited background checks. Thinking it would cover the current background check, I subscribed for $74.99 for 3 months. Now I've been charged for both the individual check and the subscription. I'm hoping to get a refund for the $65 and have the purchased background check included in the subscription service as initially intended.

I discovered that my Care.com account was closed without my knowledge on 2/4/20. I had used the same bio since [redacted], mentioning my licensed daycare which I had closed years before. Care.com also charged my card on that same day. After speaking with Arthur, I updated my bio and was assured of a premium membership until 3/25/20. Despite this, I still can't access the site. This has caused me to miss out on opportunities and I am disappointed by the handling of this issue. I urgently need to regain access using my email [redacted] and set a new password. I may have missed earlier correspondences due to a family emergency. Please reach out via phone at [redacted] or email at [redacted] I will be checking for a resolution after Wednesday, 3/3. Thank you.

I realized that I accidentally paid my sitter twice. The app did not send any confirmation notifications or emails, so I was unaware of the duplicate payment until my sitter informed me. I urgently need the duplicate payment to be reversed. Being a single mother managing on-call work responsibilities, I cannot afford these duplicate charges. I strongly believe the app is at fault for not providing any confirmation. I am yet to receive any confirmation for the duplicate charges, but the funds have been debited from my account. Please refund my money and address the issues with your app. If I am forced to take legal action against my sitter to recover the funds, Care.com will also be held accountable for the lack of confirmation notifications from the app. I am still waiting for confirmation notices from Care.com regarding the two charges.

My husband and I recently discovered that Care.com had been charging us without our knowledge after a one-month trial. We were charged a total of $[redacted].50, which we feel was done dishonestly since we did not receive any notifications of the continued charges. We have not utilized any services since the trial and would like a refund of $[redacted].00. Despite attempts to cancel and remove our credit card information, we were unable to do so on the website. We request the immediate removal of all our details from Care.com, and we will consider reporting this matter further if the refund is not processed promptly, excluding the trial period amount of $14.50.

Hello, I have a couple of questions. Firstly, I received your newsletter today mentioning the free premium upgrades for customers. I recently upgraded to premium less than 24 hours ago, which was a tough decision for me given my job losses due to covid-19 impacting my income from care.com. Secondly, I used a coupon finder called Honey which applied a $4 discount to my $16 purchase. However, my bank statement shows a charge of $20. While these amounts may seem minor, they do make a difference during financially challenging times. I kindly request to benefit from the free upgrade offer and a refund of the $20 overcharge. Your assistance would be greatly appreciated. Thank you for considering my situation.

During this challenging time, I have unfortunately lost most of my babysitting jobs with families. This has resulted in a decrease in my income. Recently, I was charged $65 for the premium membership on Care.com for the second term, even though I have not obtained any jobs through the site. This unexpected charge led to a $35 overdraft fee from my bank since there weren't sufficient funds in my debit card. I do not require the premium membership anymore and would like to request a refund for the charge. I tried to contact customer service via the provided phone number, but was unsuccessful. As a last resort, I am sharing my concerns through this text message. Thank you.

Hello, I signed up for a membership with the understanding of a one-time monthly fee, through which I found a caregiver (thank you for that). Due to the current virus situation, I had to discontinue the service. However, I discovered that my credit card was charged twice more after I left a review for my caregiver on March 13th (on March 16 and April 16). I have already downgraded my membership, but I kindly request a refund for these two months, totaling $78, as we have not been utilizing the platform's services due to the circumstances. I was pleased with your website, but the confusion regarding the "one-time monthly payment fee" and the cancellation policy was disappointing. Thank you for your help.

My profile description was not approved two days ago. I updated and changed it. How will I know if it's been approved this time? You took my payment for the month and the money for my background check, and every day counts! If this isn't resolved more quickly, I will cancel my account. Another issue is the section in your online system for promoting services through care.com. There is a link sending people to care.com and BACKPAGE.COM. Please update this promptly, as I'm concerned about the legitimacy of this company redirecting to a site under legal investigation five years ago. Additionally, it's challenging to contact you on your website; please make your customer service number and live chat support more accessible. I stumbled upon it once and couldn't find it again. Thank you! - H.P.

I need assistance with my account as it has suddenly disappeared. I have dedicated significant time and money to this account, particularly to engage with potential employers. A recent attempt to add a pet care service seems to have caused confusion, leading to my primary account being compromised. The customer service contact number has been unhelpful, and the chat system appears to be disabled. Strangely, I am no longer visible as a childcare provider, even though I paid for a premium membership to be listed as a nanny. I received a $40 credit without explanation, which adds to my confusion. I believe this may be a mistake that needs rectifying, ideally by speaking directly to a representative.

I have provided accurate and valid information about myself. As an experienced nanny with clear recent background checks, I am confident my SSN is correct. I paid for a service that I cannot use due to your company’s error. If I do not receive a refund or a thorough investigation into why YOUR company is not processing my information to reinstate my account, I will be deeply disappointed. This service I trusted has connected me with families that changed my life. This situation is critical as my job and income depend on it. Please assist me in resolving this issue promptly so I can continue doing what I love and meet my financial obligations. All my information is accurate. I await your urgent response.

I have provided all my information accurately. As an experienced nanny with clear background checks, I believe my SSN is correct. I paid for your service but cannot use it due to your error. If I do not receive a refund or a detailed investigation into why my information is not being processed, I will be disillusioned. Your service has been crucial in connecting me with families that have impacted my life. My frustration stems from the fact that this affects my livelihood and ability to pay bills. I seek assistance in resolving this matter promptly to continue my work. My details are accurate, and I request the reinstatement of my account or a refund. Please respond promptly.

My account was unexpectedly terminated without explanation. I have no criminal record or driving issues, ruling that out as the cause. I suspect it was either a mistake or due to my age (17). Although I recently started using the account, I have held it for years. I learned online about a new policy discontinuing accounts for those under 18, unbeknownst to me until now. I urgently need my account reinstated to continue the job I am doing through the app for a family who is aware of my age and relies on my assistance. I have attempted to contact the care team via email and phone, but have not received a response.

Hello, on May 20, [redacted], while updating my care.com account, I mistakenly purchased a background check when I was only trying to gather more information about it. There was no clear indication that clicking for more details would result in a $49 charge. I did not intend to buy this background check, and I am seeking a refund. I have made several attempts by email and phone to contact your company, but have not received any responses. I would appreciate it if you could please assist me with this matter promptly. Thank you. -A. Berg

Hello, I signed up for a three-month premium membership on 2/19/20 and it was set to end on 5/19/20. Unfortunately, I forgot to cancel before this date and my credit card was charged another $45 on 5/19/20. I tried to downgrade my membership on the website, but it only allowed me to change to a basic membership until 8/19/20. I actually don't want any access at all and would like to close my account and receive a refund for the two and a half months of unused service. My email is [redacted], my name is Julie V., and my cell phone number is [redacted]. The charge was on my Discover Card. Thank you for your prompt assistance with this matter.