Reviews

Review Details

• Review fromBrenna F.

  Date: 07/15/2024

  1 star

  Brenna F.

  Date: 07/15/2024

  The operator of this agency, *********************, dropped our family as clients without notice, citing issues that were never brought to our attention and that we were never given the opportunity to address with the sitters or the agency. My partner and I were only ever told that everything was fine by the sitters. As a former childcare provider, I understand that it could be uncomfortable for sitters to address issues or incidents with families, but when I stated that she needs a system in place for this, so this doesnt happen again, she said there was one already but gave no reasons why it wasnt used for us. Both my children are special needs, which the agency claims to have specialized sitters for, but one of the reasons given for dropping us was that my children were too difficult. I disclosed this special circumstance in every job posting. ****** claims to be a matchmaker for clients, but only attempted to connect us with someone once, and no more attempts were made. Beyond that, we were expected to use an app while paying for a membership in order to use the sitters on her roster. The lack of accountability for what happened to us is alarming, and we were only given excuses and empty apologies.Im also inclined to believe it might have something to do with the fact that one of my children is q**** and I had expressed concerns about safety, after we had an incident with a predjudiced sitter in her agency. That is about the same time that our shifts stopped getting picked up at all for weeks and weeks, causing us to miss multiple events, medical appointments, and other commitments. This led up to me questioning why, and her responding by dropping us without any attempt at resolution.

  Duluth Poppins

  Date: 07/17/2024

  Thank you for the opportunity to address your concerns. At Poppins, we strive to provide the highest level of care and support for all families, including those with special needs children. According to our protocols, both sitters and families have the opportunity to leave feedback at the end of each babysitting job. Unfortunately, we did not receive feedback regarding your family until we reached out to the sitters directly, upon noticing that your job requests were not being picked up. It was at this point that we received candid feedback and understood the reasons behind the sitters' reluctance to return. We acknowledge your frustration with the lack of transparency, and this situation does not reflect our standards. We regret the communication breakdown and have implemented steps to prevent this from recurring.

  Our decision to discontinue services was based on multiple factors, including feedback from all five sitters who worked with your family. Based on the conversations with the family and the sitters there have been no mentioned safety issues. The well-being and safety of all children are paramount to us, and any suggestion of prejudice is taken extremely seriously. None of the sitters mentioned any issues related to disability, *** or gender identification. Of the five sitters, only one cited behavioral concerns as a reason for not continuing. If additional documentation is necessary, I would be willing to cite specific complaints, however, to protect the privacy of the family and sitters, we would rather not on a public forum. We collaborate closely with our sitters, who ultimately decide which families they feel comfortable working with. As the agency owner, my priority is to ensure that our sitters feel secure and supported in every home they enter. After five sitters chose not to return, it became evident that we were unable to meet your babysitting needs, leading to our difficult decision to terminate services. We have refunded you for the period during which your babysitting requests went unfulfilled.

   

  The complainant was paying for our babysitting services, and there appears to be some confusion regarding what these services entail, particularly regarding the statement that Poppins is claiming to be a matchmaker. Therefore, we feel it is necessary to clarify that our agency offers two distinct types of services. To gain a better understanding of what Rochester Poppins provides, here are the two options for care:

   

  Babysitting Services: For a small monthly fee, you gain access to our entire roster of vetted sitters. Families book sitters through an app, and matches are made based on special considerations, including special needs, infant care, etc. While bookings are not guaranteed, as sitters choose which families they would like to work with, we often assist families needing extra support in connecting with suitable sitters. This service does not involve individualized matchmaking by the agency.

   

  Nanny Services: Our nanny matchmaking services are hands-on and designed for those seeking permanent, consistent care from one provider. This service includes a search fee and a final referral fee, ensuring a thorough and personalized matching process to meet your family's needs.

  We hope this clarifies the distinctions between our babysitting and nanny services and addresses your concerns.

  At Poppins, we are committed to maintaining open communication and providing quality childcare options. We regret any inconvenience you have experienced and are continually working to improve our processes. Thank you for your understanding and the opportunity to address this matter.

   

  Sincerely,

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

  Owner, Rochester & Duluth Poppins

   

  
  

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