Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a small childcare business owner and use Procare Software as my communication platform with my families, as well as invoicing and billing. I pay them $25/month for their services and this automatically is withdrawn from my debit card every month. I have been subscribed to Procare and have been having my payment processed through my debit since 4/2023. I decided this week that its time for me to change my payment information so that my payment comes out of my business account. I logged in, and found a place where I can enter new payment information. I connected my business account with a what appeared to be a third party bank verification software, but then I was unable to see it, or my current payment method anywhere in my account. I was not able to find a way to actually switch my payment from my debit card to the bank account that (hopefully) just connected to Procare. I used the Instant messenger tool to ask a customer service *** for help and they told me that I needed to call Procare payment processing, that I could not change it online. I called Procare and they told me they could not discuss payment information over the phone. I asked them to please help me update my payment information, or at least advise how I can access my payment information online and they directed me to some weird Procare website I have never used before that did not have any of my information. When I asked them to transfer me to someone who can help, they transferred me to a generic voicemail in Nowhere Land.I called a back again to get more help and the guy who answered told me that he could not access my account information. I then told him I would like to cancel my Procare account, and he said I would have to speak with a manager. He took my contact information and said someone would call me back. The fact that I cannot access my own account info and that I have to wait for someone to call me back to cancel my account is unacceptable.

  Business Response

  Date: 12/04/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Ms. ****** concerns. After a thorough review, we found that Ms. ****** challenges in updating her payment method were compounded by incorrect guidance provided during her interactions with our Tier 1 Support and Payment Processing (TE) Support teams. Both teams mistakenly directed her to locations that were unrelated to her subscription settings.
  
  When the account manager ultimately provided the correct information, Ms. ***** expressed frustration with the overall experience and requested to cancel her subscription. We acknowledge and regret the missteps in communication and process that led to her dissatisfaction. We hope she will reconsider cancelling her subscription.
  
  To prevent this from recurring, we are enhancing training for our support staff and reviewing our internal processes to ensure consistent, accurate guidance.We sincerely apologize for the inconvenience caused to Ms. ***** and remain committed to improving our customer experience.

  Customer Answer

  Date: 12/04/2024

   
  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

  Date:11/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Procare Solutions, a company that provides software for child care centers, due to concerns about potential misuse of my personal information and lack of resolution when I reported this issue. Below, I outline my experience in the hope that this matter can be resolved promptly.On Oct 15, 18 and 24, 2024, I received several unsolicited email from Procare Solutions stating that I had been added as a guardian for a child at a child care center with which I have no affiliation. On Nov 6, I received another email requesting payment, which was also cc' to my spouse. I have no child enrolled at any child care center, and I have never authorized any such association with my personal information. I even could not find the child care center information on ****** and I suspect if this is a scam. I immediately contacted Procare Solutions support team via both email and phone to clarify that I do not know this center and to express concerns that my information may have been fraudulently used or there is a scam in their system. In response, Procares representatives advised me to contact the child care center directly, yet they could not provide the centers contact details. My independent search revealed no trace of this supposed center.Despite follow-up emails and phone calls explaining that I am not affiliated with the child care center and cannot locate it online, I have received no substantive assistance or solution from Procare. Instead, I was repeatedly informed that Procare could not assist me further, essentially leaving my personal data potentially compromised with no resolution.This lack of support and accountability raises significant concerns about Procares data privacy practices and ethical business practice. personal information.

  Business Response

  Date: 11/07/2024

  Jinjing,

  Thank you for reaching out yesterday. Data security and protecting the privacy of family information is extremely important to us. For this reason, we always recommend parents work with their centers directly, so they can confirm these students are enrolled in their center and make updates to family data as necessary. In this case, we contacted the center you provided and have confirmed removal of your email address. This happens sometimes when a center incorrectly types in an email address. Thank you for reaching out so we were able to resolve this matter quickly.
  
  The Procare Solutions Team

  Customer Answer

  Date: 11/07/2024

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

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We order software and an intergraded equipment system securing the center's entrance on 7/25/24 for *******. On July 30th a charge for ****** and again on August 2 two additional charges to my **************** again for the same items totaling *******. I spoke with the sale person ******* regarding the unauthorized charges. He refer me to the account manager *******. I have been going back and forth with ******** trying to get my refund for the unauthorized purchases as August 28th, 2024 I still have not been refunded by ACH deposit because Procare claims they could not credit my credit card for the unauthorized purchases. During this process I asked ******** for a refund for the initial items purchased due to how they handled business as a new client. ******** continued to tell me the hardware could not be refunded. I assumed it was coming from a 3rd party company and could not be refunded. I received an email on yesterday August 27th that the hardware had shipped from Procare Solutions. ******** had the authority to cancel that Procare Touch for *******. The company Procare seems to focus on payments, over charging and billing other than customer support and service. I would like a full refund from Procare. I do not trust them as a business and definitely not to help manage my childcare center.

  Business Response

  Date: 09/10/2024

  We sincerely apologize for the inconvenience you experienced. Upon investigating the matter, we discovered that the initial refund processed was returned due to an error. To rectify this, we have reconfirmed all relevant details and processes to ensure your payment is received without any further issues.
  
  We are resending your refund immediately, and you should see the funds reflected in your account within the next few business days.
  
  In addition, we will refund the amount of the hardware purchase as soon as we receive the returned items.
  
  Your patience and understanding during this process have been greatly appreciated.
  
  We are committed to providing you with the best service possible and look forward to serving you better in the future. 

  The Procare Team

  Customer Answer

  Date: 09/17/2024

   
  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,
  
  *************************

   

  Procare will receive two boxes for return containing 1. Keyless Entry $695.00 and 1. Touch Pad. *******. MICD will need the correct address for returns. Please provide this information to us as soon as possible.

  Thanks,

  MICD

  ***********************;

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1, 2024 I signed up for Procare. The very next day, I reached out with concerns about some unexpected charges that would reflect on my first bill. I was contacted by several "onboarding" personel who were planning to help me with the set up of Procare. The process was lengthy and proving to be very time consuming. Between the complicated "onboarding" and the additional surprise monthly fees that were only brought up during the signing of paperwork, I determined that Procare was 100% not the software for me. After informing ****** of this verbally, she contacted me the next day (right after a $59 charge posted to my account) informing me that I would need to contact ****** to cancel. I contacted ****** immediately. Their cancellation process proved to be just as time consuming and difficult as the onboarding. I've reached out several time regarding the refund of fees charged and have been given the run around. The last person I spoke with was ******, account manager. I attemtped to resolve this directly whit Procare. It's more about the principle at this point.

  Business Response

  Date: 03/08/2024

  Thank you for giving us the ability to respond to this complain.  As ****** explained, she signed up for Procare at the beginning of February 2024.  In our Implementation Notes, we indicated to ****** that the tablets she wanted to use would not sync for staff sign-in.  I have included the contents of our Implementation Notes below:
  

  2/2/2024
  Implementation Notes
  Indicate details that should be known about this implementation and include multi-site information
  DISCOVERY NOTES: Did a demo of DT and showed PR. She truly does her own PR and W2s. She has a tablet and I talked about using it for her staff to sign in and out. The details won't move over to DT but she will have the details and can enter a lump sum. Not ****** concerned with PE and AT for the kids. She only has 5 employees w/22 kids. She wants something for 2024. Talked about the process, timeframe and she is pretty clear on what this looks like. She would using TE. Does checks, cash and Venmo. She bills monthly and has already increased tuition to offset the Venmo charges. Please pause the $25 TE monthly min for 6 months. Please ship card readers and convert data from Sage. PR and AT are her biggies.Edit Implementation Notes
  Client Requested Go Live Date
  Date the client is expecting to start the implementation
  2/5/2024
  
  2/5/2024
  Please convert ********** I set expectations with the client.
  UPDATE-PLEASE REMOVE THE $25 TE MONTHLY MIN. SHE IS SECOND GUESSING TE BECAUSE OF THIS FEE. (removed 2/5/24)
  
  2/14
  I met with ****** today for our first Implementation call and she wants to use tablets for staff sign-in but payroll through DT. I explained that we don't have a 2 way sync for staff attendance between FE and DT currently. I let her know she would need to use a windows computer for DT check-in to use DT payroll OR she could use FE for sign-in and use Gusto. She is not happy about these options and not sure she wants to move forward. She was also already billed for DT and thought that she should not be. Can you please reach out to her?

  
  We have a monthly minimum of $25/month to use our payment processing capabilities - and this fee is offset by transaction fees once the center starts processing.  ****** expressed concern about the monthly fee and we removed it. 

  On 2/26/2024, ****** requested to cancel.

  Per the attached in section 9.2.2. of our terms of service, customers have a 30-day notification period for cancellation.  ****** was billed at a discounted rate of $59 for one month.

  During the course of February, we expended resources to move her data from Sage into Procare, sent her card readers to get ready to take card payments, and spent time working with her on implementation and training.  While we are disappointed that she did not ultimately think Procare was a fit for her center, we do not believe a refund of her one time monthly fee of $59 is warranted.  Again, per our terms of service - customers are required to provide 30-days notice and her notice was given on 2/26.  Technically ****** would have been charged an additional month given the notification date but we promptly stopped the billing and completed the cancellation work.

  If you need any additional information to process this complain, please let us know.  Again, we are disappointed that this solution did not meet her expectations.

  Procare Solutions

   

   

   

   

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21400104
  
  I am rejecting this response because:   While I appreciate the time and effort that was provided, this is all part of the sales process.  Procare is clearly a good fit for many.  It's just not a good fit for my business.  I'm glad you mentioned the extraction of Sage data.  I was lead to believe that someone would be able to help me extract the data from Sage which was one of my main reasons for choosing Procare over competitors.  Instead, someone contacted me and requested a spreadsheet of the data within Sage.  I was told (after signing documents) that the data can be converted but not extracted. By the time that employee contacted me, I had already decided that Procare was not for me so he did not do anything other than send me an email requesting the spreadsheet.   I'm also glad you mentioned the card reader that was mailed to me.  I reached out less than 24 hours after signing with my concerns and my intent to cancel.  The card reader was still mailed even after this email.  There was a push and urgency to convince me that Procare was the best fit for my program.  I immediately requested a return address and offered to mail the card reader back to Procare.  This request was ignored.  I would still be happy to return the card reader to Procare if a return address is provided.  It's unfortunate that Procare proved not to be the best fit for my business, but it's even more unfortunate to learn that Procare lacks integrity.  The silver lining is that these events resulted in the immediate implementation of Brightwheel at my business.   Brightwheel was upfront about all fees, their staff have been extremely transparent and supportive, and the software itself is extremely user friendly.  

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

  Business Response

  Date: 03/13/2024

  We have sent you a Lakeshore Learning gift card for $59.00 - you should receive this later today at your email address on file.  If you do not receive this for some reason, please check your spam folder or email us at **********************************.  We apologize for the experience and hope you see this as a good faith effort on our part to resolve this situation.  We assure you that we stand behind all Procare customers and value our integrity as an organization.  Have a great day, The Procare Customer Team.

  Business Response

  Date: 03/13/2024

  Confirmation of gift certificate sent

  Customer Answer

  Date: 03/14/2024

   
  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

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Procare has an app that our daycare uses to communicate care updates throughout the day. Procare did an update over the weekend that prioritizes another daycares data and locked us out of our daycares account (even though we are paying for it in our tuition). When I wrote procare, they said they could not do anything about it. When I called Monday they said that if we change the email associated with the account then it should correct. I wrote them back explaining it did not. They closed the ticket and said it was not their problem. Can you help? We are paying for this solution to see what happens at our daycare.

  Business Response

  Date: 06/29/2023

  Hello, we have contacted the party who submitted the complaint and have resolved the reported issue. The customer confirmed that the issue has been resolved. 

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been going through a billing issue with ******** beginning in February 2023. I have been charged multiple subscription fees or the incorrect amount over the last three months. I have exhausted my efforts to receive a refund since I have been offered a refund in the wrong amount amount and even though I have expressed that I will accept the refund in the form of a check I keep getting emails prompting me to sign up for some electronic bill program in order to receive my refund. I am currently owed $197.00 in overcharges, ******** is attempting to pay my $79.00. I have requested a subscription cancellation and want to cut ties completely with ******** after getting my money back. Between February and March 2023 I was charged $252.00 in subscription fees, I should have been charged $55.00 in total. In January the subscription fee amount was $79.00, I downgraded to a $15.00 / month subscription in February but was charged for both amounts, in March I was charged $79.00 instead of $15.00, in April I was charged $79.00 instead of the increased rate of $25.00. All premium services that are part of the $79.00 subscription have been unavailable to me since February 2023. I was also charged countless fees through tuition express when my account manager failed to transfer my billing to Stripe in February as it should have been. I cannot express enough the losses that I have incurred due to poor management and communication through ********. I just want this nightmare to be over.

  Business Response

  Date: 01/24/2024

  Thank you for allowing us to respond and we apologize for the delay in addressing this.  We had changes here at Procare Solutions and did not have access to the BBB portal.

  According to our records, ******************* received a refund in the amount of $252 in June 2023.  If there any future issues, **** can contact us directly and we will rectify the situation.

  Regards,

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

   

  Customer Answer

  Date: 01/24/2024

   
  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

  Date:09/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Procare to let them know I needed the current bank account on file to be taken off and updated due to fraud. ******* sent me a DocuSign to fill out with all the new banking information. I had to attach a direct deposit form or blank check which took several days to get from the bank due to it being a new account. When I spoke with ******* initially, she stated the bank account would be taken off and if any deposits were made, they would just sit on the account until a new account was added. So, I was under the impression no deposits would be made to the old account and it had been taken off of my file. Once I was able to get all the needed information from the new account, I sent the DocuSign back. I also emailed ******* letting her know I sent the DocuSign back, I never got a return email. I called Procare back to let them know I had sent the DocuSign and to ensure they had received it, I was then notified that ******* had never updated the account information and the deposit of almost $800 was sent to the old bank account. When I expressed that I was specifically told nothing would be sent to the old account I was told that it was between me and my bank. I have had to call Procare back several times, due to them not returning my calls or emails when they stated they would. I also let them know the calls should be recorded and I want them listened to so that they understand what I was told and can relate to my frustration.

  Business Response

  Date: 10/31/2022

  Good afternoon,

   

  Procare Solutions is responding to the complaint in the below email. Please let us know if you need anything else. We are happy to assist!

   

  RESPONSE:  

  We have reviewed all call logs relating to this inquiring and have determined that on 8/25 Customer contacted ********************** support inquiring about how to get her bank changed. Per our call recordings, her conversation with Procare customer support was regarding changing her bank associated to Procare. ******** explained on the call that she needed to do this to separate her and her husband's personal bank account from her childcare expenses, there was no mention of fraud on the call on 8/25. ******* explained that the change can take approximately 2-3 business days and we needed a completed DocuSign change request form in order to make these changes. Customer support verified while on the call on 8/25 that she had received the DocuSign from Procare and would be completing it and returning it. Customer did ask if she needed to go through and cancel everyones invoice and ******* did say she did not need to cancel and that when the form was received those invoices will be paid to the new account.  

                 

  Procare did not receive the returned form until 9/7 and unfortunately on 8/27 a family paid the Customer their dues totaling $820 which were deposited into the original account on file on 8/31, as Procare cannot make bank changes without written documentation in the form of a DocuSign.  

   

  On 9/8 Customer contacted Procare again and ******* was able to update the account on file as we had the completed DocuSign. Procares Team Lead handled the call, and this is when it was informed to Procare by Customer that the need for the bank change was in fact due to fraudulent activity on ************** account as a result of a stolen debit card which caused approximately $2000 in overdraft fees from fraudulent purchases via PayPal. ******* then explained to Customer that we have traced the money being deposited into her account at Liberty ******************** on 8/31 and that because the money was received by the bank, Customer would need to work with the bank to recoup those funds. Customer admitted that she was unsure how that would play out, because Liberty ******************** was supposed to close the account with fraudulent activity but wasnt sure they had done so since the funds were received. ******* then explained that we would speak to Management regarding this case and would follow up via email once we had more information but that it could take a few days.  

   

  On 9/9 Customer contacted Payment Processing Support and spoke with Procare Support. Customer explained her story to Procare Support who recognized that Customer was not using Procares payment processing tool (Tuition Express) but rather a 3^rd party payment processing tool, Stripe. Procare Support was having technical difficulties logging into Stripe and explained this to Customer and said that we would be reaching back out once he was able to gain access.  

   

  On 9/13 Customer contacted Procare Payment Processing support and was connected with Procare Support. After explaining her situation again and explaining that this was all due to fraud (not indicated on initial call on 8/25) the call was escalated to the Team Lead where ******** explained that the bank did not close the account in question, due to their fraud investigation, they simply disabled the debit card on the account. ********************** explained that the bank's investigation could take up to 90 days and during that time, the account would remain open and available to receive funds. ******** also explained that bank was able to confirm that they received the funds and they have traced them as being deposited by Procare on 8/31, however due to the overdraft fees in question for the fraud investigation, those funds would go to reimbursement of the overdraft fees until the investigation was completed by the bank, and once completed if fraud was proven those funds would be returned to Customer.  Procare Support did express his sympathy towards ********, but also explained that because ******* has a Trace ID confirming the funds were received in the original account owned by Customer and it was prior to the receipt of the completed bank change DocuSign, ******* would not be able to reimburse the funds that were sitting at Liberty ******************** during the duration of their investigation. The docusign was returned after the deposit and we cannot make changes without customer permission. 

   

  NOTES:  

  Detail breakdown of each call between Procare & Customer:

          2022-08-25T101030.... - Call Recording on 8/25 

  o   Discussion around bank change due to separating husband and wife personal account with daycare expenses  

          2022-09-08T170213... - Call recording on 9/08 

  o   Confirmation of receipt of DocuSign on 9/8, moved account from previous bank to new 

          2022-09013T114647... - Call recording on 9/13 when Customer explained that the bank had received funds and was in fact holding them due to fraud investigation  

   

  Thank you again for the opportunity to respond!

   

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

  Chief Customer Officer

   

  

   

  Procare Solutions

  Phone: ************

  procaresoftware.com