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:09/27/2022

  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.

  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

  Date: 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

  Date:09/22/2022

  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.

  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

  Date: 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

  Date:09/16/2022

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date:09/15/2022

  Type:Billing 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 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

  Date: 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 Answer

  Date: 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,

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

• Initial Complaint

  Date:08/15/2022

  Type:Order 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 to use the website in 2012. In 2014, they apparently signed me up for an annual membership which was renewed automatically without notification. I don't know how I didn't notice it on my credit card statements. I checked my email and didn't see any confirmation of membership or renewals. So I have been charged $490 for services that were not used and a membership I was not aware of. They attempted to charge my new card again and that's how I discovered this was going on when my credit card notified me.

  

  Business Response

  Date: 08/16/2022

  Hi ****,

   

  Thank you for reaching out to us.

   

  Please know, we do not sign parents up for subscriptions. It looks like you upgraded at a discounted annual rate in August of 2012. This continued to renew until cancelled, as stated on the registration page. You are able to cancel at any time in your own account settings, or by reaching out to the Customer Success team at ************. We respond to all emails (at *********************************** within 1 business day, and are available via phone and chat Monday - Friday from 8am to 4pm CST.

   

  It looks like you contacted our *************************** yesterday as well, and received 4 full refunds for $70.00 each. This is for the last 4 years of charges. Your account is closed and will not be billed moving forward.

   

  Please let us know if you have any other questions. 

• Initial Complaint

  Date:08/15/2022

  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.

  Similar to many others, I signed up to their service thinking that the $49 covers the whole year and wont be renewed. It turns out that they automatically charge me $70/quarter for 6 times. No email Notification on those quarterly charges. And once I realized I logged on to the account, I also cant find a way to downgrade or cancel the account.

  

  Business Response

  Date: 08/15/2022

  Hello Tai,

   

  Thank you for reaching out to us.

   

  The account you included in your complaint under the email ******************** is registered to Pavinee Akapaiboon and is currently under the Apple corporate membership paid for by the employer, so this account is the one not being billed. Apple covers the cost of this membership. It looks like this account was created in 2016. The account was used in 2016 and 2019 as jobs were posted and messages were exchanged. You are not able to cancel this subscription because you are not being billed on this account.

   

  I did a search for your name and found an account under the email ********************. This account was upgraded to the quarterly membership in February of 2021. All memberships do renew until cancelled or downgraded - you can do this in your own account settings, or by reaching out to the Customer Success team. 
  

   

  Our customer success team is available from 8am to 4pm CST at ************ or by chat or email. We respond to all emails within 1 business day (at *********************************** and provide email coverage 7 days a week. I can assure you, if you attempted to contact us we would've helped swiftly without any questions. We honor all subscription cancellations.

   

  My colleague is reaching out to you and will provide you with 7 refunds for all charges on this account, since your spouse/partner has the free Apple membership.

   

  Please let us know if you have any other questions.