Complaints

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/19/2023 I went on sittercity.com to access my subscription to post my credentials to apply for childcare positions. I kept getting an error message and when I opened a chat I was told that my Sittercity account was removed from their platform and I was not eligible for membership with the site. They provided three reasons why my account was removed: Acitivity appears similar to common scams; suspected of unacceptable behavior; violation of our Terms of Use. They could not give me any more information and refused to let me talk to a supervisor. I really do not even remember opening a subscription to them in the past and was not notified of the suspected wrongdoing that got me cancelled. I do not know if any of these findings were published on their portal.

  

  Business response

  10/20/2023

  Hi there,

  The agent you spoke to was correct, your account was removed from our platform for either of those three reasons. We do not have any additional information regarding removals. This can be for any or all accounts you had on Sittercity, if you had more than one. I would recommend reading over the Terms of Use at sittercity.com/terms for additional information. Account removals are not published.

  Please let us know if you have other questions not answered in the Terms of Use.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SitterCity is an unethical company that does not send receipts for any of their reoccurring charges and continues to bill users who have been inactive for years. On Oct 18th 2021, I sent an email to SitterCity informing them that I would not like my quarterly subscription (which started on that day, Oct 18th 2021) to be canceled at the end of the quarter. This was listed in the original (and only) receipt email as a valid form of cancelation.I discovered today (Aug 6th 2023) that they did not cancel my subscription as I requested on Oct 18th 2021 and they have continued to charge me $73.14 every quarter totaling $585.12 (which is $511.98 more than I had agreed to be charged).They are not following the protocol set by MasterCard for all merchants which states: The requirement to provide an electronic receipt after each billing only applies to merchants.Additionally, as a merchant who accepts **** and who operates in the ** (as Sittercitty, a ************************* they are failing to meet their **** merchant requirement to at least 7 days before a Recurring Transaction, notify the Cardholder via email or other agreed method of communication.They do not send those receipts and therefore it was impossible to discern that from email alone especially that I was still being charged since I continued to received general emails and promotional emails from SitterCity. I use Discover, and I will be disputing this transaction if SitterCity does not refund the $511.98. I will also be informing **** and Mastercard that SitterCity should not be allowed as a merchant until they comply with the **** and Mastercard mentioned mandates above.This company took advantage of tired parents who were burned out from raising a newborn in the pandemic. They pretend to care about parents, but they instead rely on the revenue they generate from charging parents without informing them.

  

  Business response

  08/07/2023

  SitterCity is an unethical company that does not send receipts for any of their reoccurring charges and continues to bill users who have been inactive for years. On Oct 18th 2021, I sent an email to SitterCity informing them that I would not like my quarterly subscription (which started on that day, Oct 18th 2021) to be canceled at the end of the quarter. This was listed in the original (and only) receipt email as a valid form of cancelation. I discovered today (Aug 6th 2023) that they did not cancel my subscription as I requested on Oct 18th 2021 and they have continued to charge me $73.14 every quarter totaling $585.12 (which is $511.98 more than I had agreed to be charged). They are not following the protocol set by MasterCard for all merchants which states: The requirement to provide an electronic receipt after each billing only applies to merchants. Additionally, as a merchant who accepts **** and who operates in the ** (as Sittercitty, a ************************* they are failing to meet their **** merchant requirement to at least 7 days before a Recurring Transaction, notify the Cardholder via email or other agreed method of communication. They do not send those receipts and therefore it was impossible to discern that from email alone especially that I was still being charged since I continued to received general emails and promotional emails from SitterCity. I use Discover, and I will be disputing this transaction if SitterCity does not refund the $511.98. I will also be informing **** and Mastercard that SitterCity should not be allowed as a merchant until they comply with the **** and Mastercard mentioned mandates above. This company took advantage of tired parents who were burned out from raising a newborn in the pandemic. They pretend to care about parents, but they instead rely on the revenue they generate from charging parents without informing them.

   

  Hi ****,

  Thanks for reaching out to us.

  All subscriptions auto-renew, and this is presented to you twice before you upgrade as well as in the receipt you receive upon purchase. You did purchase a monthly subscription in July of 2020, this renewed in August and you did cancel on your own.

  Unfortunately we do not have a record of the email you sent to our team. Our Customer Success team answers all emails within 1 business day, and is available via phone and chat Monday-Friday. The only email we have a record of is you reporting a sitter you interacted with. This email was sent on November 3rd and our Trust & Safety Team followed up on November 4th. There is no additional communication from you in the email thread. If you do have a record of this email, please send it to **********************************.

  We are compliant with auto-renewal laws in all 50 states. At this time not all states require notifications to be sent prior to a subscription renewal. We are compliant with ************ law regarding auto-renewal reminders. 

  At this time I have cancelled your subscription and issued a full refund of $73.14 for the latest renewal charge. You will see this post back to your bank statement within 2 to 4 business days. Please let us know if you need anything else.

  Customer response

  08/08/2023

   
  Complaint: 20431126
  
  I am rejecting this response because:

  I am referring to the three month membership that I purchased in October of 2021. I hired someone in November of 2021, and I emailed requesting a cancellation. I was charged for another two and a half years without getting a single billing receipt past the first one. I did receive many spam-like emails from Sitter City, so I know I was receiving emails. Not honoring a cancelation and not sending receipts is predatory business practices. Your company is hoping parents wont notice their accounts were not canceled. I want my additional $438 back.

  
  Sincerely,
  
  *********************

  

  Business response

  08/09/2023

  Hi ****,

  I do apologize for the experience.

  Sittercity responds to all emails within 1 business day. We have a record of all emails received from customers dating back 10 years. Our system only shows 1 email correspondance sent, as noted previously in our first response - you reported a sitter interaction on November 3rd, 2021. Our Trust & Safety team followed up November 4th, 2021. We do not have any additional emails from this email address.

  Furthermore, when you do email ********************************** you receive an automated message stating your request has been received, and you will receive a follow up from our Customer Success team shortly. If you did email our team to cancel your subscription, you would've received 3 emails from us - the automated response, a follow up from a member of our team, and a confirmation email of your subscription cancellation. If you have a record of these emails or the email you sent to us in November, we will certainly take this into account. Please send this to ********************************** if you have a record of it. We honor all cancellations - we would not be in business for over 20 years if we did not do this. 

  Even if you cancel your subscription you are still subscribed to our marketing emails. You can unsubscribe in the link provided or reach out to the team to unsubscribe.

  Please let us know if you have any further questions.

  
  

  Customer response

  08/10/2023

   
  Complaint: 20431126
  
  I am rejecting this response because:
  

  SitterCity does not reliably cancel customers subscriptions and I can prove it now. I will also share the following with Discover while they continue to process this dispute and while they process my request of a merchant of disrepute filing.
  
  On August 7th you wrote in the BBB response, At this time I have cancelled your subscription
  
  On August 9th you wrote, you would've received 3 emails from us - the automated response, a follow up from a member of our team, and a confirmation email of your subscription cancellation.
  
  On August 10th I have still not received a cancellation email. As Ive proven before, I have no spam filter on SitterCity, so the only possible conclusion is that your claims are not true. You are unable to prove that SitterCity reliably sends a confirmation email of your subscription cancellation.
  
  You didnt send one this week and you didnt  send one when I canceled in 2021.
  
  Prove to me that a cancelation email was sent on August 7th when you canceled my account OR admit that you do not close accounts when the customer requests cancelation.

  

  Business response

  08/14/2023

  Hi ****,

  When you initially wrote your complaint to us on the BBB, your subscription was NOT cancelled. I cancelled and refunded the last transaction. I explained that if you did email us at ********************************** in November of 2021 to cancel your subscription, you would've received 3 emails from us.

  We do NOT have a record of this email sent in November of 2021, therefore your subscription was not cancelled until you left a review on the BBB.

  Attached are screenshots of your information as they appear in our billing processor, indicating the subscription was cancelled on August 7th. The email we have on file is the email *******************. 

  Are you saying you did not receive this email or the refund back to you issued on August 7th? The refund was successfully processed and an email was sent regarding the refund. It can take 2 - 4 business days for the refund to post back.

  As mentioned previously if you have a record of the email sent to us, we are more than happy to look into it and take this into consideration. You can forward the email to **********************************.

  Our Customer Success team is available 7 days a week by email, and by phone and chat Monday - Friday. Again we answer all emails within 1 business day. We have a small team and have used the same system for several years. We have a record of all interactions whether you chat, email, or call into the team.

  I understand you are frustrated, but please know that we do honor all subscription cancellations. We would simply not be in business if we ignored customers calling or writing into cancel. We are happy to work with you and again honor ALL subscription cancellations, however we would need a record of the email you said was sent in November of 2021.

  Customer response

  08/15/2023

   
  Complaint: 20431126
  
  I am rejecting this response because: When I recently canceled, I got one email and a refund for one month. I have no idea why you keep saying a proper cancellation is three emails because you didnt even send three emails now. You have poor business practices. I do not have a copy of my email send in November 2021 because I could not even fathom that a company would keep charging me for two full years. I will reject this until Im fully refunded. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/18/2023

  **** -

  IF you cancelled the way you said you cancelled - you would've received 3 emails from us. Whenever you email ********************************** you first receive an automated response from our system indicating your request has been sent and a member of our team will follow up. The second email would be a response from one of our representatives, because we respond to all emails within 1 business day. The third email would've been another automated email, confirming your subscription cancellation. Again, we do not have a record of the email you sent in November of 2021. Our system does not indicate you emailed at that time to cancel your subscription, the only email sent was reporting a sitter to our trust and safety team, which ******* responded to your email the day after.

  You did not receive 3 emails when your subscription was canceled on August 7th, because your subscription was still active when you first filed a complaint on the BBB. You did not email our team to cancel on August 7th. I received your request on that date, and cancelled your subscription. Therefore, you received the automated confirmation of your subscription being cancelled (which I sent in the last correspondance) - not the other 2 emails indicated above because you did not contact our Customer Success team to cancel your subscription - again, you contacted the BBB first on August 7th.

  Unless you have proof you cancelled when you said you did, we cannot issue any additional refunds. I understand this is a frustrating experience, however as a business, we cannot issue refunds without a record of cancellation.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I recently utilized Sittercity to search and hire potential nannies to care for our children.We created a job posting on the site, which prospective nannies applied to, and we interviewed one for the position on the phone. The interview went well so we subsequently invited the applicant to our home for a paid trial day.The trial day went well so we offered the individual the position. We negotiated terms of an employment contract including duties, days worked, pay and, importantly, the need for either party to provide four weeks notice for the end of employment.A start date was agreed upon and all parties signed the contract. Unfortunately, the employee notified us several days later, and less than a week in advance of her start date, that she was reneging on the contract and was not going to take the job.As part of her resignation text message (which we have saved) she said, I appreciate you all and truly wish you the best!Due to the late notice and breach of contract, I left a one-star review for the applicant on Sittercity, and wrote to the company about what happened, in an effort to warn other parents about the nannys lack of reliability. Less than 24 hours later, for reasons that remain unclear because Sittercity has a policy of not explaining why, my account was permanently banned. The one-star review I left was also removed from her profile.Without further information, we are left to assume the prospective nanny said or wrote something slanderous or libelous about us to Sittercity, which led to the company banning ** from the platform. This, despite the fact that we have retained our signed contract, text messages from the nanny expressing regret and wishing ** the best going forward, and my explanation of what happened.It is unfortunate that Sittercity would make the arbitrary decision to ban us from the platform, permanently, and without recourse. It is clear an effort was made by the nanny to be vindictive toward ** for the one-star review and Sittercity has simply accepted whatever she said without evidence, even though we have proof of handling this situation in a professional matter.I would be happy to avoid doing business with Sittercity in light of this but there are very few similar platforms to locate childcare and, with two young children, a ban from the platform will harm our childcare prospects for years to come.

  

  Business response

  06/06/2023

  Hi there -

  I apologize for the experience, however there is no new information to add from what has already been communicated.

  There are three reasons an account would be removed from our platform:
  -Activity appears similar to common scams
  -Suspected of unacceptable behavior
  -Violation of our Terms of Use

  Once an account is removed it is not eligible for reactivation.

  Customer response

  06/08/2023

   
  Complaint: 20146155
  
  I am rejecting this response because: While I understand it's Sittercity's policy to permanently ban accounts for "any reason or no reason at all" that doesn't mean it's a good or acceptable policy.
  
  Sincerely,
  
  *************************

  

  Business response

  06/19/2023

  Hi there -

  I understand if your opinion regarding our policy is poor, however, it is important to remember that we are an online platform connecting parents/families with caregivers for their children, pets, and older loved ones. The trust & safety of users on the platform are the most important priorities to **, and our policies reflect this.

  Customer response

  06/20/2023

   
  Complaint: 20146155
  
  I am rejecting this response because if trust actually were a priority for SitterCity then the company would allow my negative review, of a nanny who violated her employment contract and lied about me, to stand so that prospective parents could trust potential employees have been reviewed and vetted by previous employers. Instead, the company has simply kicked me off the platform with no recourse. 
  
  
  I also reject the premise of your response, seeming to imply that I don't think trust and safety is an important aspect of a caregiving platform. Of course it should be a priority and that is ultimately what's at issue here.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam. Never charged me before for posting. This time it did. Called cs and the rep was confused greatly. Asked for a supervisor she said it doesnt warrant one and theres no one else. I said there has to be she said since where getting no where Im hanging up now. Thus is a **** poor business of scam artist. Plus there was no one in my area.

  

  Business response

  05/03/2023

  Hi there -

  Thanks for reaching out.

  You did create an account on the 26th and posted a job, and did not upgrade this account. We did not charge you to post a job.

  You did have another account you created previously, and this one you did upgrade, to send messages to pet sitters in your area. I reviewed your communication with my team. The representative was absolutely correct in the information she gave you - we do not issue refunds for services rendered. You used the platform to post a job, and messaged with caregivers. I apologize that no one in your area was available, however we do not have any guarantees. We don't escalate calls to managers as they would tell you the same information. You also used profanity while speaking to the representative, hence why she ended the phone call.

  We will not be issuing a refund as you did use the service for its intended purpose. I hope you have a nice day.

   

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a serious issue to them instead of them trying to resolve it they closed my account. Instead of them looking into it, they turned a blind eye. they never gave me an explanation. I tried to log into my account and it was closed. I want a full refund immediately!

  

  Business response

  04/19/2023

  Hello Drea,

  We do apologize for the experience you had with this sitter.

  Reviewing your communication, you did call in and speak with our Customer Success team who took down your information and passed it to our Trust & Safety team. Our Trust & Safety team followed up with you and is reviewing the information you sent. Both teams connected with you and received the information you sent, as well as followed up with you regarding the reports you submitted.
  

  Since your Premium Membership was purchased through our iOS app, you will need to cancel your Premium Membership through your Apple settings.

  Please let us know if you have any additional questions.

  Customer response

  04/19/2023

   
  Complaint: 19954190
  
  I am rejecting this response because:

  this is not a true statement. Nobody followed up with me. I kept getting the same generated message over and over and over again. When I try to log into my account, it tells me that I need to contact customer service. Why do I need to contact customer service? Im a paying member. Ive been a member for over six years. I want to know why I was locked out of my account when I brought a serious issue to you guys.

   

  
  Sincerely,
  
  *******************

  

  Business response

  04/19/2023

  Hi there -
  

  The responses are not generated, we have a small but dedicated Trust & Safety team and Customer Success team who respond to all emails within 1 business day. You called into our office, and received a follow up from two members of our Customer Success team. The Trust & Safety team reviews the reports and information submitted by both parents and sitters regarding incidents. They followed up with you with this information. All incidents are taken seriously and are reviewed extensively by members of our Trust & Safety team.

  If you are receiving the message to contact Customer Success regarding your account, then that would be the next step.

  Customer response

  04/24/2023

   
  Complaint: 19954190
  
  I am rejecting this response because:
  

  Hello: When I called, I spoke to someone and was told I would receive a phone call. That phone call never happened, but I did receive an email asking me to submit my supporting evidence. I did that and, since then, haven't heard a word. I left a review on your ******** and was told the appropriate actions were taken, but if thats the case, why havent I heard anything about the steps that were taken in regards to my complaint? Why when I try to long into my paid account its telling me to contact customer service? My account was woeking just fine before i tried to file a complaint. I would like to know why I need to call customer service? I already had a difficult time trying to get a hold of someone just a fathers complaint, so I already know where this is going to go. You obviously have the authority to fix my account so it needs to be fixed. You cannot cancel my account or locked me out of my account when I paid already for the service.

  Sincerely,
  

  
  *******************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sitter city has been charging my credit card every month consistently since august of 2021 until October of 2022 in the amount of ***** for each transaction without my knowledge. I have not used their services and my children have never been to their business. They have been charging me 15 times totaling in the amount of ****** I am requesting a full and immediate refund.

  

  Business response

  11/18/2022

  Hi ****,

   

  Thanks for reaching out to us.

   

  Please know that we do have a dedicated Customer Success team available live 5 days a week (Monday - Friday) via chat AND phone *************) from 8am to 4pm CST. The team's email is *********************************** and we answer ALL emails within 1 business day, and do have weekend coverage for emails as well. This information is visible and available to you on the receipt you received upon purchase, as well as on our site and our help center.

   

  I don't see an account registered to the email ****************************. This likely means you have an account under a different email address. I highly recommend reaching out to our Customer Success team so they can locate the account and cancel this for you.

   

  Please note that all subscriptions auto-renew until cancelled. This is stated twice prior to upgrading, as well as in the receipt you receive upon purchase. You are able to cancel your account at any time in your own account settings.

   

  Please let me know if you have any questions.

   

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took my money but did not provide the service. This is a nanny/babysitting service, however none of the "sitters" showed up for any of the appointments. I suspect it is not a real company. When I notified the company, their only answer is that they are not actually providing the service (despite taking the money). A blatant cash grab with now accountability.

  

  Business response

  09/28/2022

  Hi *******,

   

  Thanks for reaching out to us.

   

  I do apologize for the experience. I see you called and spoke to a representative on our team yesterday, who cancelled your subscription and issued a prorated refund in the amount of $51.00.

   

  It looks like you did use the service - you posted 2 jobs. You communicated with caregivers on the site and you also scheduled an interview. We are not an agency, therefore we do not place sitters in positions. Sittercity, like many other services, is an online platform connecting parents to caregivers. You did use our service as intended - and ****** went above and beyond by issuing a refund despite our no refund policy (visible on the check out page twice as well as the receipt you receive upon purchase). I apologize that you perhaps did not find a caregiver to meet your needs. Sittercity has been in business for over 20 years.

   

  Please let us know if you have any additional questionsl. 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my membership with Sitterly since September 2021. I have not been able to reach anyone via the phone number on their invoices ************** (when called the voice message communicates "this is an invalid number"). I have contacted them via their email address ************************************************************ Nov 10, 2021 to inform them that I was not able to gain access to my online account to cancel it and wished to cancel the service and be refunded- no response from them.I also contacted them today Sept 22, 2022, via email to request a refund for 2021 and this years charge for 2022 of $98 each time (total of $196). I can not get through on their given phone number and could not find a way to cancel membership on the site. They have charged an expired Amex on Sept 12, 2021 and Sept 12, 2022. I am not sure how an expired credit card can be charged. I am seeking a full refund and confirmed cancelation of membership.Many thanks,*******

  

  Business response

  09/23/2022

  Hi ******* -

   

  I apologize for the experience, however I believe you have mistaken us for a different company. This is Sittercity.com. 

   

  I am not finding any account under your name, and also the number ************** is not our number. Our phone is ************ - we are available Monday - Friday from 8am to 4pm CST, and you can also email at **********************************.

   

  When I searched the number you indicated on ******* it points me to a company Sitterly or Sitterly.co. I recommend reaching out to them directly for assistance or finding them on BBB.

   

  Please let me know if you have any other questions.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for a Premium subscription offered by Sittercity.com on August 6, 2022. The company placed me on an annual payment plan and took $183.12 for this service. The service was not able to provide or facilitate provision of a singe babysitter that met our needs for over a month. I requested that my service be cancelled and the balance of my purchase be refunded as the company could not provide services to my satisfaction. The company has declined to do so via 2 written correspondences. Moreover, I was informed that my subscription to Premium cannot be downgraded for a year. This resolution is unsatisfactory as I am not being rendered services to my satisfaction and I am requesting my subscription be cancelled/downgraded with the balance of my purchase be refunded. I have attached copies of the company's responses offered in the attachment.

  

  Business response

  09/19/2022

  Hi Danish,

   

  Thank you for reaching out to us.

   

  Both representatives you spoke to are correct.

   

  In your complaint you said: " The company placed me on an annual payment plan and took $183.12 for this service. The service was not able to provide or facilitate provision of a singe babysitter that met our needs for over a month."

   

  We do not choose plans for customers - you can pick from the monthly, quarterly, or annual plan. All subscriptions renew until cancelled, and we currently have a no refund policy - this information is stated twice before you upgrade and is visible on the receipt you receive upon purchase. Sittercity is an online meeting platform connecting you to caregivers in your area - as a Premium parent you are able to post a job and message caregivers in your area. I see you did utilize the service as you did receive many applicants, and you did respond to those applicants. Because you did use the Premium membership, we cannot issue a refund.

   

  I do apologize you weren't able to find a caregiver. The process can take some time, however our Customer Success team is here to help you navigate the site best to find the best caregiver for your family.

   

  Please let us know if you have any additional questions. 

  Customer response

  09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/15, I noticed a charge via my bank institution, in the amount of $155.52 from Sitter City. This confused me greatly, as I've had no business with this company, except for posting a mommy's helper ad back in September 2021. I received no receipt, confirmation or reminder of a premium annual renewal charge.. and would not have known about this money being taken, had it not been for my bank. According to Sitter City's website, they do not offer refunds of any kind for these memberships, hence why I am reaching out to the BBB for resolve. I find it very off-putting that they'd charge someone's payment method automatically without any notification. I didn't get a receipt for this charge... a notification that this was taking place... or anything of the sort. I am requesting that my $155.52 be returned to me as soon as possible. As you can see from other customers, this is a recurring issue, so perhaps going forward, the company can do better with communicating effectively with customers. If you see no activity on an account for well over a year, it seems entirely unfair to a customer for you to charge them without notifying them or giving them an opportunity to consent to proceeding with a business transaction. I'd imagine this company is charging folks who've have payment information saved for years and maybe even forgot that they an account with this company. Please return the amount that I referenced above and I'll go on my merry way. Thank you!

  

  Business response

  09/16/2022

  Hi ******,

   

  Thanks for reaching out.

   

  It looks like you wrote an email to our **************** team - ******** S responded to your email yesterday around 5pm CST cancelling your subscription. She also issued a full refund and closed your account. The refund will post back within 2 - 4 business days, as her email states. 

   

  Please let me know if you have any additional questions or concerns. 

  Customer response

  09/20/2022

   
  Better Business Bureau:
  
  Sitter City has rectified my challenge. My refund has been processed and received. I have no further business with the company. 

  
  

  Thank you,
  
  Take care,

  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩