Care.com Customer Service Issues

I have had a great experience using care.com over the past three years. It has helped me find reliable sitters for my child when we moved away from family. Recently, I discovered that I had an active premium account that I never signed up for, and it has been charging a credit card I rarely use without my knowledge. I only used the basic services and never activated the premium features. I am requesting a refund for the month that I unknowingly had the premium account as I did not use any premium services during that time. Please assist me with this matter promptly. Thank you.

I seem to have two accounts. After posting a new position, I couldn't view the applicants without being prompted to sign up and pay $39.00 for an "Upgrade." I tried to use my email, but was told it was already in use. After resetting my password, I could only see a job posting from [redacted]. I activated a different email to post my recent ad, but none of the applicants or my job ad appeared in that account. I want to cancel my old account, get a refund, and transfer the activity to my new account so I can see the emails from Care.

My account was suspended due to a background check. I need assurance that I won't be billed again. I also wish to request a refund since I couldn't access your services while my account was suspended. I understand the necessity of a background check, but if it doesn't pass, being charged doesn't seem fair. Why pay *** dollars to be denied services due to a mistake in the past? I attempted to access the background check as instructed but encountered difficulties. This situation doesn't feel right. I appreciate your business and will recommend it to others in need of child care, but the current process feels questionable.

I need help with incorrect information on my profile. A previous employer falsely labeled me as a smoker despite me quitting over 10 years ago. The situation became stressful, and I ended up smoking one cigarette due to the verbal abuse. This misinformation is hindering my job search. I request the review to be removed to restore my professional reputation. Additionally, she accused me of deleting personal emails during work hours, which was a quick action to find a specific email. She had no issue with me spending money on her daughter's entertainment. The work environment was extremely negative, leading to emotional distress, and I was denied a lunch break during my 8-hour shift. I seek assistance in addressing these issues to move forward positively in my career.

Hello team, I have been attempting to contact Customer Care without success and am hoping for your assistance. My account has been suspended, impacting my ability to respond to messages and inquiries, creating the false impression that I am unresponsive and causing me to miss opportunities. This has been ongoing for three days, resulting in a cancelled interview scheduled for this Friday due to my inability to reply, as my account does not allow me to do so. The issue began after updating my work history to include a reference from a previous family, Mary Bruno, for whom I worked this summer. Despite having a positive reference, it seems I did not meet Care's standards during the update, leading to the deactivation of my account. I am unable to make any changes and require urgent assistance with this matter as it has been a very frustrating experience from my perspective. I eagerly await your prompt response. Thank you sincerely, Alejandra

I received the following message where Maggie states she was contacted and approved for the background check. I need to understand why the check was declined. Please respond promptly. As a lawyer, I recognize the importance of background checks. If this cannot be completed, I request a full refund for my membership, not solely the background check fee. Furthermore, if this service is no longer available, your website needs updating to reflect this change. It is a critical service you advertise and provide. Please review your reply below. Andie V. Hi Andie, You recently applied for a Criminal+ MVR check on Maggie D. Unfortunately, this request was declined and has since lapsed. No charges will be incurred. To retry the request, please visit Maggie D.'s profile and initiate a new background check. View Maggie D.'s Profile > Best Regards, The Care.com Team

I need a refund for the excess amount I was charged for a Child Care Center account instead of a Family Child Care account since [redacted]. I have been a member for a longer duration, but my account was arbitrarily changed to a center by Care.com's Business Department in [redacted]. Despite my operation as a home-based caregiver for a single family, I was informed this was due to a revised policy concerning individuals with a valid child care license (state lic. CA). I am currently awaiting a refund for the overpayment in annual fees spanning seven years.

I initially signed up for a one-month premium membership to find a caregiver. However, I later discovered that my credit card was being charged monthly without my knowledge. Due to my baby's frequent hospitalizations, I only noticed this recently when I checked the app. Strangely, my credit card information wasn't saved in the app. I found an option that claimed to "downgrade" my membership and prevent further charges from September. I am upset as I never received any emails or notifications about these recurring charges. When I signed up, there was no indication that it would be a continuous billing cycle. I have a screenshot showing I signed up for a "1 month" service, not a monthly subscription. The wording was misleading, and I have been erroneously charged every month since May.

My care.com account is down! I have an interview soon, but can't find the address or phone number. I'm Pamela E., a long-time $20/month subscriber. I can't reach support; there's no phone number, just complaint forms. I've been locked out for five days trying to reset my password. No responses! I have a meeting at 11 AM, but can't access the site for details. I dislike the fingerprint login suggestion. I might miss this job opportunity because of these issues. The job listings seem off too. Please email me in 10 minutes or I'll be upset. Pamela E.

I have requested twice to cancel my account, remove all my personal information, and receive a confirmation email once this is completed. Unfortunately, your customer service representatives have failed to follow through on their promises. I contacted you to cancel my account after the 30-day trial period, and though they assured me it was canceled, I later discovered I had been charged for 9 months without using your site. Despite confirming that I had not accessed the site during this time, you only agreed to refund the latest charge. I never even made any hires through your platform. As a result, I am taking steps to file a complaint with the Better Business Bureau against your company.

When I initially signed up for a care.com account, I had the understanding that I would need to manually renew my membership every three months. After the first three months of utilizing the membership, I assumed I was done with my account and didn't give it much thought. It has been quite some time since I last logged into the site, around when my daughter was 6 months old, and now she is almost 3 years old. I've neglected my account for years, and upon realizing that care.com has been automatically charging my credit card $84 every 3 months without me using the service, it amounts to $[redacted] over the last two and a half years, totaling nearly $[redacted] in unnecessary fees. It seems evident that I'm not alone in this experience, as it's a commonly cited reason for canceling care.com subscriptions. I regret not noticing this sooner, assuming the account would require manual renewal or at least receiving email reminders for subscription deadlines.

I am awaiting a response to my previous email that went unanswered. Recently, I tried to complete my background check through the DMV. Initially, I noticed the price displayed as $0.00, which I selected due to budget constraints. After clicking the authorization, nothing happened. When I revisited the page, the price had changed to $19.00 rather than remaining at $0.00. This was not ideal. Additionally, I seem to be facing an issue with potentially having two accounts on Care.com that I need assistance in resolving. Upon attempting to log in using both of my email addresses, the system indicated that it could not locate them, causing confusion. I would appreciate a prompt response to address these matters. Dealing with these technical issues has me nostalgic for the days when I could easily connect with a human representative at a nanny agency office. Best regards, A. Frankenfield

I have been using care.com for over nine years and have had positive experiences with families on the site. Recently, my background and motor vehicle report were checked, and I was suspended due to a vehicle violation. However, this violation was dropped, and I was not convicted, as clearly stated on my record. My record is otherwise clean, and I believe it should be the family's choice to consider this information, not care.com's decision to close my account based on this alone. Most of the time, I stay at the house where I work, minimizing any driving risks. It takes longer than a week for records to be expunged, which exceeded the time frame care.com provided me to address the issue. I have been a loyal user for nine years, and I find it unfair that my account was terminated solely based on the results of a third-party report without considering the circumstances.

After creating my account, I paid for a background check and a motor vehicle report. When I received the report, there was an alert about an accident on my driving record from last March. Despite being found not at fault, the alert doesn't specify this detail. This might mislead potential employers looking to hire me as a nanny. The alert doesn't mention that I have a clean driving record with over five points, the maximum allowed. Although I was in an accident, I wasn't to blame, my insurance wasn't charged for the repairs, and I didn't get a summons. I would like the alert removed from my profile to avoid losing clients over a misunderstanding. I'm fine with the accident being disclosed in the detailed report, as long as it doesn't impact my first impression.

Hello, I am Brooke Preim. I attempted to upgrade my account to the 1-month $20 plan. The system indicated my credit card was invalid, so I retried. Unfortunately, I ended up being charged four times, totaling $80 from my bank account. Regrettably, I have yet to receive the upgrade that allows people to respond to my applications. This situation is frustrating as I now have to wait until Monday to receive a refund. I am at a standstill with my job applications. I request a prompt refund and the upgrade. Could you please advise on the timeline for this to be resolved? Additionally, I would like to ensure my subscription period starts only upon receiving the upgrade to avoid any shortened days. I hope the website glitch can be rectified to prevent future occurrences.

Hello, I recently received a request from a Care.com member for a background check. I tried to accept it by clicking on the link in the message sent by Care.com, but I keep getting redirected to the home screen instead of the forms I need to fill out. I attempted it on the app, website, and desktop site, but the issue persists. I'm unsure how to proceed. What is the best way to access the forms? Thank you for your assistance. Jess

I have been a loyal member of your site since [redacted]. I work as a care provider for seniors. I recently updated my profile, but it has been a nightmare. I keep receiving emails saying my information can't be approved, citing various reasons like name, address, email, phone number, etc. Everything is accurate, and I don't understand why there are so many issues. If this is the standard process for job seekers on your site, it's causing unnecessary stress. Please improve the user-friendliness of your site to attract more participants. If there are errors in my profile, specify them clearly, as I have responded to all your concerns multiple times. I value efficiency and professionalism and can't understand why my profile is not being approved when the information provided is truthful. I urge you to address this promptly to provide a better experience for users like me. Thank you.

Felicia abruptly stopped working for me without any notice and took my Shark NV [redacted] vacuum with her, leaving her older, heavily used vacuum in its place. I purchased my vacuum in April 24, [redacted]. The pictures I have clearly show that her vacuum, which she uses daily in her cleaning business, is in poor condition with deep gouges and scratches, while mine was well-maintained and barely used. Despite my attempts to resolve this by suggesting a comparison of the vacuums, Felicia has been uncooperative and even blocked my calls, displaying rude behavior towards my daughter and me. As someone who has always been easy-going and received excellent reviews from employers throughout my career, I am disappointed by Felicia's unprofessionalism. I hope to either have my vacuum returned or replaced, but I have concerns about its current condition due to how roughly Felicia uses vacuums in her business.

Hello, I recently upgraded to a 3-month Premium Membership but encountered an issue with the discount not being applied correctly. Despite entering the discount code and seeing it reflected as a $9.00 discount before submitting, the final charge showed $45.00 instead of $36.00. Additionally, I provided my full legal name for a DMV background check, where I emphasize my middle name over my first name. However, Care.com has mistakenly listed my first name prominently on my profile, causing confusion and frustration. I kindly request to have my name corrected back to my preferred middle name. Furthermore, I am having trouble editing the amount I charge. Please advise on how I can make this adjustment on the platform. Thank you, P.J.

I hired a caretaker from your website to look after my three cats while I traveled in Europe for 18 days. On the second day of my trip, she requested additional payment, stating the job required more time than agreed upon. I had hired her to spend one hour with the cats three times a week. We had requested updates with pictures and text messages to confirm her visits. On September 8th, she notified me that one of the cats was missing in the house but showed reluctance to search for the cat. After claiming illness, she failed to fulfill her responsibilities. Now, she is refusing to return my house keys. I am seeking a refund. How can I retrieve my payment?