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:07/09/2025

  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 figured Ive been charged monthly $14.99 from them without any notice, email, receipt and I knew only when I checked my credit card.

  

  Business Response

  Date: 07/11/2025

  Hi ********,
   
  I reviewed your account and it appears that you subscribed for our Featured Sitter subscription. All of our Premium Membership subscription plans automatically renew unless canceled in order to avoid disruptions. Our auto-renewing membership policy is stated on the sign-up page upon checkout and in our Terms of Use.
   
  Your Featured Sitter subscription is canceled, so you will no longer be charged and we have processed a refund of $14.99. You can expect to see this reflected on your billing statement within the next 2 - 4 business days.
   
  Please note, we have gone above and beyond what we typically provide, as we have a clear no refund policy. This policy is stated on both checkout pages before purchase, in our Terms of Use, and on your receipt.
   
  We encourage you to review this refund policy and section 16 of our Terms of Use, and keep in mind that we do not bill or refund based on account activity. We apologize for any frustration this may cause.

• Initial Complaint

  Date:06/20/2025

  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.

  Back in March I thought I requested the cancellation of the quarterly payment. However, there was another charge on June 12th. This company does not send reminders and/or a confirmation of payment. Nor if you cancel the subscription do you receive a notification. I want a refund for the $87.00 charged after cancellation prior to the June payment.

  

  Business Response

  Date: 06/23/2025

  We do send renewal reminders as mandated by law in the states that require it. This parent never reached out to try and cancel. we have a clear no refund policy. This policy is stated on both checkout pages before purchase, in our Terms of Use, and on their receipt. Users can manage their subscription and turn off the renewal of their membership at any time this parent did not attempt to cancel at all.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23495599
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

   

  my commentsto this company.

  Although I appreciate your response, the way your company completes its billing should be reviewed.
  
  
  Most companies send a bill, email, or even a text message that a payment to subject is pending.  At least the consumer has the opportunity to ensure they still wish to continue the service and or funds are available.  My concern is that your company does not do this.  It just doesnt seem like effective business practice at least for the consumer.  
  
  
  ******* *****

   

  

  Business Response

  Date: 06/26/2025

  Hello,

  We do send renewal reminders as mandated by law in the states that require it. Our auto-renewing membership policy is stated on both checkout pages, on your receipt, and in our Terms of Use. Users can manage their subscription and turn off the renewal of their membership at any time.

   We appreciate you reaching out to us with your feedback. Receiving this type of feedback while our team makes changes to portions of the platform is valuable to both our Customer Success team and our company as a whole, as we are always looking to improve the customer experience.

  
  We will be reporting your input & feedback to the development team here and this email will be shared with the entire business as insight to your experience and how we can improve it.

• Initial Complaint

  Date:05/18/2025

  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.

  This business has a predatory billing practice. They do not send out emails or receipts after charging you, making it difficult to know you have been charged again unless you spot it on your credit card. On top of that, the cancellation process is lengthy and confusing requiring several steps. After navigating to the page to deactivate my account, I needed to answer several questions and click a small button at the bottom of the screen to successfully cancel only to be sent an email saying my cancellation was under review.

  

  Business Response

  Date: 05/20/2025

   Hi there -

  According to our records you reached out to us on Sunday May ******* and received a response from **** on Monday May *******.

  We reviewed your account and it appears that you subscribed for our Premium Membership subscription. All of our Premium Membership subscription plans automatically renew unless canceled in order to avoid disruptions, as weve found that most families prefer to have ongoing access to message local sitters. Our auto-renewing membership policy is stated on the sign-up page upon checkout and in our Terms of Use.
  
  We can confirm that your Premium Membership is canceled, so you will no longer be charged.
  
  In addition, we have processed a refund as well. 

• Initial Complaint

  Date:04/28/2025

  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 have asked for them to cancel my featured caregiver status, but they still try to hit my debit card everyday for the last 4 days for $14.99, they keep trying because my account was frozen, its annoying that they don't do what you asked.

  

  Business Response

  Date: 04/29/2025

  ******** -

  According to our communications history, you reached out via email to cancel your Featured Sitter subscription on Friday evening after hours. You received an automated message with instructions for how to cancel; at the bottom of the email it said "If you are unable to cancel your subscription on your own, please reply back and let us know." We did not receive a reply back from you.

  Your Featured Sitter subscription failed to renew in April after you purchased it in March. When this happens you can reach out to our team, we are available M-F via chat and email, we respond to all emails within 1 business day.

  Again your Featured Sitter subscription did not renew in April, please see the attached screenshot from your account. I've stopped collection on your invoice so you will not be billed. Your account is closed.

  I would encourage you to reach out to our team first for assistance rather than leaving a BBB review. Thank you.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23257719
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:01/14/2025

  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 signed up for the service of finding sitters in my area through the site. I paid for the service on, Friday, January 3, 2025. By Tuesday, January 7, 2025 when the charge had just processed and cleared, I attempted to log onto my account to begin actively using it. I had not been able to immediately use the site as starting Friday the 3rd, my family of 5 had contracted a horrible stomach virus which prevented active use until the 7th. On the 7th, I found my account had been cancelled through the SitterCity company without notification and known cause. I have since emailed 3 times to follow up with requesting information and called as well, no explanation has been given to adequately explain why my account was cancelled and why I have not received any type of refund for a payment that was made for use of the website for 3 months. I have requested and am requesting full amount be returned along with an explanation of why my account was cancelled. This is not my first experience with my company as I have used their services on and off for the past 6 or 7 years by now. I am stunned that something like this has happened and why there is such poor/non existent communication has occurred.

  

  Business Response

  Date: 01/15/2025

  We have removed your Sittercity account from our platform. Because of this, you are not eligible for membership with the site.
   
  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

  This is all the information we have regarding removals.

  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22810041
  
  I am rejecting this response because:

  The response does not clearly state why the account was closed and no further membership account could be made. 

  My account had not be actively used yet, due to the severity of illness in all our five family members, 3 small children, myself and husband all having the stomach flu. 

  In all three instances possibly given:

  How was it flagged as suspected common spam?

  What was suspected as inappropriate behavior? I merely made my initial job posting, (which I cannot post here to show as I no longer have access to prove my initial post was only requesting a sitter for my 3 children) 

  Or lastly, what terms were possibly violated? Account was not actively used yet as specified in my initial comments.

  I'm conclusion, how could my account be cancelled without a clear indication of why it occurred. I am still requesting a definitive answer as to why it happened, who approved it to be cancelled, they should be able to provide why the cancelation occurred. Lastly, I am still requesting my full refund since a clear reason has yet to be given because as of currently the cancelation is not merited. 

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

  

  Business Response

  Date: 01/15/2025

  Hi *********,

  Our Trust & Safety Team has done an additional follow-up on your account, and we have reached out to you via your personal email from our Customer Success team.

  Further explanation is in this email, as well as a full refund issued to your account, which you will see post back within 2-4 business days.

  Please let us know if you need anything else. We do apologize for the experience.

  Customer Answer

  Date: 01/17/2025

   
  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:10/21/2024

  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 subscribed to sittercity for one year. Paid with a credit card . After using their services and having one person get hired but was trying to extort money from me the night before she was to start. Double the amount agreed upon. I also reached out to numerous others with no responses. I decided that sittersity was a sham with no quality candidates and canceled my membership online. I tried to call but there is no one to talk to . One year later I get charged again ! I have not even signed on to their website nor received any communication from them yet after canceling online I still got charged .

  

  Business Response

  Date: 10/24/2024

  Hello ******,

  I've reviewed your account in our system and the account registered to your email ************************* is in a closed status due to a chargeback you filed in July of 2024.

  It looks like you upgraded to our annual subscription in June of 2023, and I don't see any communication to our Customer Success team regarding canceling. You have several ways to cancel - you can cancel in your own account settings by 'Downgrading to Basic' - or by reaching out to the team via email, chat, or phone. Our team answers all inquiries within 1 business day. Again, I don't see any attempts to communicate with us.

  The subscription renewal policy is stated twice before you upgrade, as well as in the receipt you receive upon purchase. It also gives you instructions for how to cancel.

  Once you file a chargeback, it is up to the bank to determine whether or not you will receive the funds back to you. Your account has not been billed since June of 2024.

  Please let me know if you have any questions.

• Initial Complaint

  Date:09/19/2024

  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.

  This online computer web based company has completely failed to provide the information and services it claims to provide.This predatory on line company refuses to allow me the stop the monthly regular reoccurring debits from my bank card of 87 plus dollars every month.I have attempted numerous times unsuccessfully to discontinue their services I absolutely desired to stop their monthly debits on my card for over a year unsuccessfully.I strongly desire assistance in stopping this company from automatically taking funds from me every month. If possible I would greatly appreciate a refund of all funds debited for over the past year. Your intervention and assistance is appreciated greatly!

  

  Business Response

  Date: 09/19/2024

  ***,

  Thanks for reaching out to us.

  You have multiple ways to cancel your subscription. You can cancel your subscription on your own by logging into your account, clicking your Account Settings, and downgrading to Basic. You can also reach out to our Customer Success team who responds to ALL inquiries within 1 business day at *********************************** You can chat with them Monday - Friday to cancel if you didn't have time to write an email, or reach us by phone. I don't se that you attempted to reach out to anyone for assistance to cancel - we honor all cancellations and again respond to all inquiries within 1 business day.

  Furthermore, the subscription renewal process is outlined on the registration page twice before you upgrade, with instructions how to cancel, as well as in the receipt you received upon purchase.

  I've cancelled your account for you and issued a courtesy refund of $87.00 for the last time your subscription renewed successfully on June 18th. You will see this post back within 2 to 4 business days. You will not be billed moving forward and will receive a confirmation email from Sittercity as well.

  Please let me know if you have any questions.

• Initial Complaint

  Date:04/20/2024

  Type:Product 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 signed up for only ONE month for sittercity. I am a SINGLE MOM and needed their service for only ONE month. However, I have been charged for several months. From September 2023 to April 2024. I received NO email stating I was being charged. They are secretly charging people. This is an absolute scam. Please refund all the months after the first month of signing up as I only signed up for ONE month. Your company lacks serious empathy taking away money from single parents. I have been charged ***** since September 2023 until April 2024. I received a refund for this month after I realized they had been charging me! I canceled my subscription which was bogus because I only signed up for a month. Refund me my money

  

  Business Response

  Date: 05/17/2024

  Hello *******,

  Thank you for reaching out.

  I do apologize for the experience, however our subscription policy does state it is a monthly subscription that does auto-renew until cancelled. This is stated twice before you upgrade, as well as in the receipt you receive upon purchase. You are able to cancel the renewal at any time in your own account settings, or by reaching out to our Customer Success team who does respond to all emails within 1 business day.

  You did reach out to our Customer Success team on April 20th and received a response back within 2 hours in which we cancelled and refunded the latest renewal charge. It does state we don't issue any refunds, so this refund was an exception to our policy.

  Please let us know if you have any other questions.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21602343
  
  I am rejecting this response because:

  I received no email with receipts from your monthly charges. I havent even logged into my account since last year in September. I only signed up for a month membership. As a SINGLE mom I could only AFFORD one month. Im requesting a refund of everything month I did not log in and use your services. Because again, I only signed up for a month. You are stealing at this point. Everyone seems to have the same complaint. Do you see the problem there? To have so many complaints about secretly taking money out of peoples accounts. Terrible business and I will not be using you again.

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

  

  Business Response

  Date: 05/20/2024

  *******,

  You did subscribe to our monthly subscription - this was noted on both pages of the upgrade process highlighted in the attachments from your first complaint. This is also very clearly stated in the receipt you receive upon purchase. We send a receipt confirmation of the subscription purchased, we do not send receipts for every renewal period. We understand this is not ideal, however our subscription and auto-renewal policy are stated very clearly up front in no fine print.

  You did receive a full refund issued on April 20th, which is an exception to our refund policy of no refunds - this is also outlined in the upgrade process as well as in the receipt you received. I have issued 2 additional full refunds of $39 each which you will see post back within 2 to 4 business days.

  Please let us know if you have any other questions

   

• Initial Complaint

  Date:03/11/2024

  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.

  Sittercity has charged us $70 per quarter for 5 years ($1400). Paid for 1 quarter in 2019 and then thought we cancelled. So you know, absolutely no value from the service. They have charging us each quarter and refunded only 3 of 20 charges. Help me get remaining overchsrges.

  

  Business Response

  Date: 03/11/2024

  Hi *******,

  I apologize for the experience. As both our representatives, **** and ********, have explained, all of our Premium Membership subscription plans automatically renew unless canceled. This auto-renewing policy is stated twice on the sign-up page before you purchase a membership with us, and on the receipt you receive upon purchase. Please see the attached screenshots showing this auto-renew policy.

  We do understand how an auto-renewing subscription can be overlooked. The refunds provided to you were the maximum amount of refunds we can issue, and were above and beyond what we typically provide, as we do have a no refund policy. This policy is also stated twice upfront prior to subscribing.

  Please let us know if you have any further questions.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21400532
  
  I am rejecting this response because:
  ***** is a senior citizen and has been taken advantage of.  I expect there are many other seniors struggling with the same issue with Sitter **************** find a refund somewhere in the middle.  ***** was misled; and ***** should have been more observant.  No additional refund is not acceptable.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/12/2024

  Hi *******,

  I understand it is frustrating to learn that ***** has been paying for this membership for some time. However, ***** did agree to both the auto-renewal and refund policy upon purchase of the membership. It is up to our customers to manage their own accounts and subscriptions and ensure that their memberships are canceled prior to renewal.

  We are unable to offer any additional refunds here. I do apologize for any frustration or inconvenience caused.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21400532
  
  I am rejecting this response because:
  ***** is a good representative of a senior citizen trying to leverage the online application. 
  - we moved and she needed a new pet sitter
  - she tried Sitter City and received absolutely no value

  - she thought she cancelled and didnt even know there was such a thing as premium

  - an organization with good **************** would have contacted ***** and asked why there is no activity.  Sitter City cares about making money regardless of customer service

  - the ******************** should investigate how Sitter City is treating senior citizens.

  I expect additional refund.

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

• Initial Complaint

  Date:02/18/2024

  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.

  We signed up to use sitter city in 2020 and ended up cancelling that service a few months later. I noticed that Sitter City was still charging us a monthly fee several months after we had canceled the service. I followed up with them and attempted to cancel the service the again. This time I also filed a complaint with my credit company. The issue stopped for a while.Here we are, February ****, and I am still being charged a monthly fee.What is weird is that we changed our credit card once or twice since we canceled the subscription. Somehow they have managed to get a hold of our new number!

  

  Business Response

  Date: 02/19/2024

  Hi *****,

  I have searched our records and am not able to find an account registered to *************************** - there are no transactions associated with your name or email address either.

  Our Customer Success team is available and answers all inquiries within 1 business day. You can email *********************************** or chat, or call. I don't see a record of you reaching out under this email address.

  If you could please respond back with your account details (any other name or email associated with your account, or the last 4 digits of your card with the last date of transaction) I can locate the account for you. This is also something our Customer Success team can do and is here for - I would recommend contacting them first about your account or canceling instead of leaving a BBB complaint.

  Please let me know if you have any other questions.