Care.com Customer Service Issues

I have been a loyal Care.com user for many years. Recently, my account got suspended because of a mark on my background check by Sterling Talent Solutions. Despite keeping my background check updated regularly, the mark from when I was 17 years old caused my account suspension. I have been a trusted professional nanny on Care.com for over a decade without any issues. It is frustrating that my account is now considered unsafe when nothing changed in my background. I find it unfair that Care.com is enforcing this now after all these years of being a member without any problems. The outsourced representative I spoke to only mentioned disputing the charge, which doesn't address the underlying issue. I believe that Care.com should trust the families to make hiring decisions rather than relying on automated processes. I am disappointed in how Care.com is handling this and feel their policies should be reevaluated to give more control to families in the hiring process.

I applied for 17 jobs on Care.com, but all my applications still say "pending approval," meaning none have been sent. Some of the jobs closed without my application reaching the families. This is frustrating as I need to save for college. Care.com seems to be holding back my applications because I'm not a member, but I can't join as I'm under 18. This delay is causing me stress as I need to start working soon to save for college expenses. I hope for assistance in getting my applications through. Thank you.

Good afternoon! I want to express my appreciation for the job resources provided by the company. Thanks to the premium membership, I found a babysitting position with a lovely family that I adore. However, I feel it is necessary to address the slight confusion regarding the one-month membership. The automatic renewal after the initial month was not clearly stated, causing some financial inconvenience for me. Given that I only used the service for a short period and do not require it further, I kindly request a refund for the recent charge. Despite this issue, I truly value the assistance care.com has provided in helping me secure a job in a new area. I will certainly continue to recommend care.com to others. Best regards, Devin Patrick

I recently purchased a one-month subscription for $24.99. I was enticed to subscribe by seeing multiple responses to my applications, but they were blurred out and prompted me to upgrade for access. After paying and viewing the previously blurred messages, I found one of them to be nonsensical gibberish, making me doubt the authenticity of the replies. Upon checking other messages, the previously blurred replies were no longer visible, leaving only my original application. I am requesting a full refund of $24.99 and the cancellation of my subscription. I feel as though I was deceived into believing I had responses to my applications until I paid, only to find no actual messages. This experience has disappointed me as a first-time user, and I do not plan on using this service again due to what I perceive as a lack of honesty in assisting the community with job searches. I would appreciate a prompt resolution to this matter.

I have successfully used Care in the past to hire housekeepers and sitters for my kids. Recently, I came across a chatroom for single parents. When I tried to update my profile to specify that I was a single parent looking for a long-term relationship, I mistakenly thought it was only for chat purposes, not for hiring help. To my surprise, my profile adjustment resulted in my account being permanently suspended, without any clear validation or rejection of the change. I have always maintained appropriate behavior towards all caretakers I connected with through Care and have never acted inappropriately towards anyone. This unjustified and inexplicable expulsion has left me feeling offended and confused.

A potential employer recently requested a background check through Sterling Talent Solutions, where they found a misdemeanor related to a car accident from [redacted] when I was 16 years old and held only a permit. Despite being charged with negligent driving and an improper left turn, I contested the charges in court and was eventually found not guilty. This information reflects accurately on my background check. However, my account with Sterling Talent Solutions is now suspended due to this issue, even though the employer who received and reviewed the background check still hired me. I am currently facing challenges in securing employment, and the suspension of my account has added an unnecessary obstacle in my job search. I believe this decision is unfair and has caused me inconvenience. -S.W.

Hello, I am a caregiver and found a nanny job on care.com in Baldwin Place for a four-year-old full-time. After responding to the family's ad, they mentioned they could only communicate via email because the parent is deaf. They also mentioned being on a trial basis with care.com and then their profile was taken down. I'm unsure if care.com actually removes profiles, so I'm seeking clarification. The job details suit me, and the family seems interested, but I want to ensure everything is safe given the profile removal. Could you please address this soon? Thank you. Regards, Melissa

I recently completed my profile on Care.Com, but it got suspended due to an issue with my background check. I finished my degree in Special Education at Kent State University in the spring of [redacted] and will start teaching at Marion Franklin High School this fall. The misdemeanor on my record is related to a noise complaint at my 7-bedroom house. I was the roommate who addressed the complaint with the on-site officer. Despite this, I have a strong employment history working at a summer camp, teaching college students with disabilities, and undergoing student teaching after the incident. This misdemeanor has never hindered my job opportunities. I'm eager to spend my summer babysitting before beginning my teaching career.

Hello, my name is Bianka, and I have been a member of Kaira.com for several years. Recently, my account was closed by Kaira.com without giving me a clear explanation despite my inquiries about the reason. After an unpleasant experience with a parent over the phone where they were quite rude, I disconnected the call. Shortly after, my account was unexpectedly closed. I am eager to rejoin care.com as I rely on it for work opportunities and hope to find a resolution to this issue. Thank you. - Beata C.

My daughter created an account to find a babysitting job, and I was asked to approve it by email. However, I had trouble because my email was already registered under my mother's name. I tried to use my second email, but it did not pass the verification questions. It seems both emails are connected somehow. Now, my daughter's account is disabled. I attempted to contact Customer Support, but couldn't speak to anyone. Kindly assist with this matter promptly.

I was removed from Care.com without prior notice after receiving 1 complaint following 10 years as a Premium member. The complaint stemmed from a recent incident involving a child I babysat regularly and had a good relationship with. During our last interaction on June 27, [redacted], while the 8-month-old baby was at my house, an accident occurred where he rolled off my bed, surrounded by pillows, when I was preparing for his departure. Upon noticing a bruise on his forehead, I immediately followed First Aid protocol, but the mother arrived shortly after and reacted strongly, accusing me of misconduct and neglect. I am deeply sorry for what happened, as it was indeed an accident. The mother's reaction was distressing, and I feel unfairly judged and removed from the platform without a chance to explain my side of the story and showcase my long-standing reputation with excellent reviews from other families. I hope Care.com can reach out to my previous clients for their perspective on my services and reconsider their decision.

We encountered issues with a caregiver we found on your platform. The individual in question, Danielle Welms, deceitfully took advantage of my elderly parents, leading us to dismiss her from her duties. She absconded with items from their dwelling and deceitfully peddled them on Facebook Marketplace and other online platforms. Additionally, while in my mother's bedroom alone, she pilfered the contents of her wallet. Subsequently, we uncovered similar grievances against her online, detailing her history of deceit and theft. The realization that we unknowingly welcomed a thief into our home is disheartening. Regrettably, we compensated her and even awarded her a substantial bonus before uncovering her true intentions.

Hello, I am reaching out to express my dissatisfaction with the recent experience I had on your platform. I had an interview with a family from care.com and they requested my background check through your site. Unfortunately, your company was unable to complete the background check for reasons unknown to me. I was shocked to receive an email stating that my profile was closed as a result. I have been a full-time nanny in the greater Boston area for many years and have built strong relationships with families who can vouch for me. I have a clean record and I am willing to provide any necessary documents to prove it. I feel deeply wronged by this situation and I hope we can resolve it. I value using your site and would like to continue doing so in the future. I am also disappointed by the events with the family in question. I want to assure you that I have nothing to hide and I am willing to cooperate to clear up this misunderstanding. Please advise on how we can address this issue. Thank you.

I did not work for a customer on July 3rd, [redacted], and yet I received payment from the customer, Jalyssa E., in Glendale, CA. I received a payment of $37.00, and I would like to return the money to Jalyssa through your site. I did work for Jalyssa E. on Wednesday, June 27th, [redacted], and received a payment of $37.00, but now there is a new payment received for a week I did not work. Please assist me in returning this money to Jalyssa E. and removing it from my account promptly. Thank you, Michelle B.

I tried the premium subscription for a month to test it out for finding a sitter, but couldn't find one, so I decided not to continue. Recently, I found out I was charged again on my credit card even though I only signed up for one month. I would like a refund, to downgrade my account, and remove my card details. I could not locate the option to remove my card or downgrade without additional charges. I prefer not to keep the account. My name is Kateri K Patton, and the account is linked to [redacted]

I utilized Care.com to hire a tutor for my son back in May [redacted]. I instructed my older son, who was assisting with the search, to cancel my subscription, believing he had done so. However, to my surprise, I noticed charges for June 1st and July 1st on my account, amounting to $79.98. The cancellation process seemed unclear, as it could only be done through iTunes due to signing up via mobile. I am disappointed by the lack of user-friendly notifications about upcoming charges. As an online media producer, this experience has tarnished my view of Care.com. I am requesting an immediate refund for the months of June and July. Please refrain from citing fine print and escalate this matter to a manager for resolution. Thank you for your attention to this issue.

As a caregiver, I was contacted by a mother for a background check. I heard it's best not to share personal info unless actively interviewing. I clicked to give permission but am unsure. I pay $40 monthly and seek a free background check with a DMV report, but the website glitches. What do clients see when I request? I have a clean record. I am job hunting, but some responses seem fake or unreachable. I need assistance. Please, no suggestions to pay more; $40 is not yielding results. -Nancy Socha

Hello, I'm Betty C. and I have a few issues that need to be addressed. 1. I recently paid the fee to become a member as a child care provider. However, my profile has not been updated to reflect my member status. This is causing me to miss out on opportunities as my profile is listed lower in the child care provider list due to my newcomer status. I would appreciate confirmation of my membership status. 2. I have attempted to adjust my hourly rate but cannot find the option to do so. There seems to be no clickable option in the $10-15 per hour area on my profile. I would like to change it to $15-20 per hour. 3. Despite my repeated attempts to update my service provided from tutor to child care provider, it keeps reverting back to tutor. 4. I also need to modify my qualifications description, but I am having difficulty doing so because the website does not allow me to enter the complete description. I suspect there may be a word limit in place. Please provide guidance on this matter. Thank you.

In August, I worked as a nanny for a single mother with two children, ages 1 and 9. During the interview, the mom mentioned that her oldest child had O.D.D. and warned me about his behavior, including hitting and using inappropriate language. I accepted the job because I believe in showing love, understanding, and patience to all children. However, after just a few weeks, the oldest boy's aggression escalated. He even tried to harm me with a kitchen knife and a sharpened wooden dowel. When I called the mother for help, she refused to come home, leaving me in a dangerous situation. I reported the incident to the police and decided to leave the job. Unfortunately, Care.com removed me from their platform without offering any assistance. I've been a caregiver for over 7 years and need help reactivating my account to continue my passion for caring for children.

Hello, I am Bill P. I joined care.com to find a caretaker for my mother. Despite signing up, I couldn't message caretakers through the system, even after purchasing additional functionality. Despite several calls and attempts with customer service, the issue wasn't resolved. I eventually cancelled my subscription over the phone. However, I have noticed ongoing charges from care.com on my bank statements. Around three weeks later, we found a caretaker through someone we knew. Although Care.com couldn't assist us, we hired someone independently who is doing a great job. I request the closure of my account and a full refund from care.com.