Massachusetts AG Care - Com Complaints

THE COMMONWEALTH OF MASSACHUSETTS
OFFICE OF THE ATTORNEY GENERAL

ONE ASHBTJRTON PLACE
BOSTON, MASSACHUSETTS 02108
(617) 727-2200
MAURA HEALEY (617) 727-4765 TTY
ATTORNEY GENERAL www.mass.gov/ago
March 12,2018
BY EMAIL ONLY
Edwin Dorsey (erdorsey@stanford.edu)
531 Lasuen Mall
P.O. Box 13078
Stanford, CA 94309
Re: Your Public Records Request
Dear Mr. Dorsey:
I write in response to your public records request received on February 20, 2018 and made pursuant to the
Massachusetts public records law, G.L. c. 66, § 10. You requested copies of all consumer complaints
regarding Care.com made to the Attorney General's Office Care.com from January 1, 2012 through
February 16, 2018.
We have enclosed one hundred and sixty-seven (167) pages of records that may be responsive to your
request and are subject to disclosure under the public records law, G.L. c. 66, § 10 and G.L. c. 4, § 7, cl.
26. Identifying information pertaining to certain complainantsl has been redacted from the records in
accordance with G.L. c. 4, § 7, cl. 26 (c) insofar as the disclosure of such information may constitute an
unwarranted invasion of personal privacy. See also 940 CMR 11.04(1).
The public records law permits a custodian of public records to charge requesters for certain costs
associated with responding to public records requests. See G.L. c. 66, § 10(d); and 950 CMR 32.07.
However, in this instance we have decided to waive all fees.
You have the right to appeal this response to the Supervisor of Records pursuant to
G.L. c. 66, § 10A(a), and to seek judicial review of an unfavorable decision by commencing a civil action
in the superior court under G.L. c. 66, § 10A(c).
Sincerely,
/^;X
William O'Heam
cM
Deputy Chief
Consumer Advocacy and Response Division
1 The complainant's name and associated identifying information are only available for certain complaints filed with
our Office after February I, 2014, depending on the type of complaint form used and if the associated disclosure
language notified the complainant that his or her complaint is considered a public record in its entirety in most
circumstances.
Was this an online transaction? Seeks a specific dollar amount for a resolution:
What was the method of payment?
If Other:
Describe the problem or concern that this complaint is about:
I subscribed to CARE.COM. Which is a website to find enployer as a nanny or caretaker. On August 21, 2012,
Kimberly Clark contacted me via email and inquired my service as a babysitter. Ms. Clark offered to pay me 350.00
per week for the babystitte service. Ms. Clark lived with her husband in England and was moving to Boston on a
private research job. Ms. Clark sent me a check in the amount of $1973.37. She instructed me to cash the check,
keep $350 for my self and the remainder should be sent back to a "store manager". To make a story short, I was
scammed. I was sent a fake check. I have filed a police report. I have all the correspondence between myself and
Ms. Clark. I have been robbed in the amount of $1973.37, plus bank fees.
What do you seek as a result of filing this complaint:
AG's office will direct me to resources on how to find my own lawyer.
If you are requesting mediation, what resolution do you seek?:
Read the Following Before Signing Below:
1. Review the confidentiality of your complaint: Under most circumstances, the text of your complaint will be
considered a public record and be available to any member of the public upon request. In response to such a
request, we generally will not disclose your name, address, phone number or any other information that identifies
you and will not disclosure this form in response to any request that seeks the complaint you submitted. Your
record in its entirety may, however, be disclosed to law enforcement and regulatory agencies who may assist in
resolving your complaint.
2. Are you willing for us to send this complaint to the business you are complaining about and do you authorize
the business to release any and all information with regard to this complaint to the MA Attorney General’s Office ? If
no, we may not be able to mediate your complaint. YES
3. Read this important notice and then sign your complaint.
I understand when I submit this complaint that the MA Attorney General’s Office cannot give me legal advice and
cannot act as my personal lawyer. I also understand that the MA Attorney General’s Office may need to forward
this complaint to another agency for response, including one of its designated Local Consumer Programs in my
area.
Signed By:
Date: 09/26/2012
If Other:
Care.com continually calls me for a review of one of my former care providers. Their phone system is an automated
system that asks if I am who they are looking for and whether or not I want to leave a review for the care provider in
question. I've tried on numerous occasions to answer in such a way for them to stop calling me. I've said, I am the
person that they are looking for and I don't want to leave a review. I've also said I'm not the person they are looking
for. I've called their customer support line, waited on hold for 30 minutes and asked to be removed from their list. I've
also left a review and specifically told them they were harassing me a that I would pursue legal if they didn't cease.
All these actions have lead to no resolve. These calls are starting to become a real distraction both at work and at
home. They have called me at least 10 times and sometimes multiple times in one day.
AG's office will direct me to resources on how to find my own lawyer.
I'm seeking the minimum of $500 in damages for each of the calls that they have placed to me based on the
Telephone Consumer Protection Act. As of 10/20 I have 10 call documented on my cell phone bill
area.
Signed By:
Date: 10/23/2012
If Other:
I registered for care.com in August to find a nanny for my child. I signed up for what is advertised as a "1-Month
Membership*" for $35. There is small print that states that it is a monthly recurring charge. I did not note this at the
time that I registered. I used the site for 3-4 weeks and never logged on again. On Nov 13, I noted the recurring
charge on my bank statement and called care.com for a refund of the 3 months I did not use. I was told they would
only refund 1 month.
I find this practice of automatic recurring charges to be unethical and it should be illegal. If you are billing someone
monthly, they should be sent a bill, electronically at least. If a consumer is not sent a bill it should be policy that
they can be refunded for unused services. I also find their advertisement of "1-Month Membership" to be deceptive.
I only want to let the AG's office know about this business or trade practice.
area.
Signed By:
Date: 11/13/2012
I signed up for a 3 month Care.com membership on 8/11/12 in order to find a nanny for my infant in order to return
to work. I signed up for the 3 month membership online at an introductory rate of $49, and there was no
information prominently stated online that my credit card would be charged repeatedly throughout the year. Later
this year, I discovered that I was subsequently charged $70 three times by this company(total $259 charged this
year). Apparently the company auto-enrolls its members in a "subscription" that the customer must opt out of. As
stated before, this information is not apparent to consumers when signing up for a "3 month membership"-- this
name is extremely misleading and deceptive. I also received NO bills or notices by email of the charges, though
the company has all of my contact information. I discovered the charges myself online. I called the company, who
said that they have a "strict no return policy" and refused to allow me to speak with a supervisor.
What outcome do you seek from filing this complaint?:
AG's office will review my complaint for possible mediation.

Refund of $210 of charges billed without any notification to me the consumer.
Review, sign and submit your complaint:

you and will not disclose this form in response to any request that specifically seeks the complaint you submitted.
Your record in its entirety may, however, be disclosed to law enforcement and regulatory agencies who may
assist in resolving your complaint.
2. Are you willing for us to send this complaint to the business you are complaining about and do you
authorize that business to release any and all information with regard to this complaint to the Attorney
General's Office? If no, we may not be able to mediate your complaint. YES
3. Read this important notice and sign your complaint.

I understand that when I submit this complaint that the Attorney General's Office cannot give me legal advice and
cannot act as my personal lawyer. I also understand that the Attorney General's Office may need to forward this
complaint to another agency for response, including one of its designated Local Consumer Programs.
Signed By: Date: 05/16/2013
Declaration Response: Yes
By filling in my name and checking this box, I certify that the information I have provided is true and correct
to the best of my knowledge, and that I adopt this as my online signature.
If Other:
I have had multiple issues with Care.com. The last of which, I signed up for a month membership. The cost was
$35.00. I had a coupon which was sent by email. The discount was not applied so I called Care.com. The
membership was canceled and then the membership was renewed by the representative. I was told that it was
automatically set to expire and there would be no future billings. I received an email on that day stating my
membership had been downgraded to a basic membership and no there would not be any future billings. A month
later, a $35.00 was posted to my account. I disputed the credit card charges with my credit card company. I lost the
dispute since Care.com did not provide any information except the billing/membership policy. I called Care.com.
They acknowledge the mistake but claimed they could not refund the $35.00 since the dispute had not closed. Later,
I got an email stating they would not refund the $35.00.

Refund of $35.00.
area.
Signed By:
Date: 06/05/2013
If Other:
I have signed up for their premium membership on 9/14/ 2011. Apparently, somewhere on the website the fine print
says that you'll be billed continuously on the monthly basis until you downgrade the membership. I have not noticed
that and have been billed by care.com for almost two years now with no notifications or statements whatsoever.
Clearly, their system is set up to make revenue dishonestly, taking advantage of people instead of fairly charging
customers for the services they use. Respectable companies ALWAYS notify their customers of recurring charges .
Care.com owes me $700. I have not even logged into their system during that period, and my last email to their
customer representative went unanswered.

refund of $700
area.
Signed By:
Date: 07/19/2013
If Other:
This business advertised online as a registry for domestic help. Initial website does not specify payment. But after
filling out registration, a pop-up comes up asking for credit card information. Did not enter this information. Emailed
company to deny any authorization of personal information. Emails keep getting returned.
AG's office will provide information so I can try to resolve the problem myself.
area.
Signed By:
Date: 08/01/2013
Was this an online transaction? YES Seeks a specific dollar amount for a resolution:
What was the method of payment? Credit Card
If Other:
In September 2013, I signed up for a 30-day subscription to use the Web site, Care.com. I just discovered that they
have charged my credit card for 3 month-long cycles instead of for a single month. They agreed to refund me for
November, but not for October, despite multiple requests for them to do so. I was unaware that they would continue
to charge me each month until I cancelled the subscription since I elected only a 30-day subscription (among 3
different options: 1 month, 3 month & 12 month options). The presentation of the 3 options suggested to me that I
was subscribing for 30 days total, NOT that I was choosing a monthly recurring billing option . There was a footnote
that stated that they would automatically renew the subscription until cancelled, but I did not notice it when I signed
up. I did not use the Web site after the initial month and was unaware that I was still subscribed . I believe that their
subscription methods are deceptive.
I would appreciate your help securing a refund and, more importantly, for you to encourage them to change their
business practices and stop taking advantage of their customers.
area.
Signed By:
Date: 12/06/2013
Was this an online transaction? NO Seeks a specific dollar amount for a resolution:
What was the method of payment? Other
If Other:
Unfortunately I was victim of a scam. I am a caregiver; I have a full time job. A few months ago I decide to create a
profile at care.com. In December 3 while I was attending to a training from my job, I had received a text message
saying, that he had review my profile at care.com and he was interested in my services for his mom to kindly email
him for more info. I had text back, let him know that I was in training and will email as soon I had finish.
Everything took place, by several emails, which luckily I still have.

I had received the two check to my surprise they was very high I was wondering how someone that don’t know me
just send me money, but I the same time I was ok with it because he can easily keep track of me because at
care.com they have all my info. I had deposited the too checks, where fake
AG's office will provide information so I can try to resolve the problem myself.
I would like for Bank of America open an investigation, because I was a victim and I would like for my name to be
remove from the checking list.
area.
Signed By:
Date: 01/31/2014
406586
Consumer Complaint Form
Office of the Attorney General
One Ashburton Place
Boston, MA 02108
If your complaint is urgent or if you seek an accommodation due to a disability, please

call the Consumer Hotline at (617) 727-8400 or (617) 727-4765 TTY or the Elder
Hotline at (888) 243-5337. The Consumer Hotline can answer questions, provide
Your Contact Information:
Name: Wesley McKnight
Address: 3911 Tamblewood Drive
City: Colleyville State: TX Zip: 76034

Daytime Phone: 214-662-1673 Ext:
(NOTE: CARD will only contact you by telephone Monday through Friday, 9:00 am to 5:00pm. You must provide us
with a working daytime telephone number.)
Email: wmcknight1@yahoo.com
Are you are over 60? (Optional) NO

Are you filing the complaint as an
Veteran or Active Duty? NO individual or as a business ?
Note: You are not required to provide this information
to file a complaint, but having it may help us serve you Business : YES Individual: NO
more effectively.
Provide information below on the business or organization that you are complaining about:
Name: CCI Care.com
Address:
City: State: Zip: _____
Phone: ___-___-____ Ext: List if Type of Business is "Other":
Type of Business: Business/Services/Trades
Website Address:
Information on your complaint:
Have you complained directly to the business?: YES
Have you previously contacted the AGO or other agencies about this problem?: NO
If yes, please specify dates of previous contacts with the AGO and/or the names of other agencies you have
contacted:
Have you hired an attorney to represent you in this matter? NO
Has this matter ever been taken to court? NO

406586
If Other:
I tried to stop my credit card from being charged a monthly fee twice and Care.com continues to charge my card.
The last attempt was on 2/2/2014. I received a new charge on 2/20/2014. Both attempts were on their website.
The only logins after the first couple of weeks were to cancel the service.
I agreed to pay for one month for a nanny posting, I would like a refund for transaction after the first payment.
Instructions:
DO NOT SEND ORIGINALS. Your documents will NOT be returned to you. Please retain a copy for your
records and send us photocopies of any documentation you think may be helpful in resolving the complaint.
Please do NOT include financial account numbers, credit or debit card numbers, your social security number,
etc., or other sensitive personal information. We will contact you if we need any of this information.
I. Disclosure of Your Complaint.

Public Record. Under most circumstances, your complaint and any related information will be considered a
public record and available to any member of the public upon request.
Disclosure to the Business or Organization. In order to resolve your complaint we may release any and all
information with regard to this complaint, including the form itself, to the business or organization you are
complaining about.
YES
Disclosure to Other Entities

Your complaint and any related information may be disclosed to other law enforcement and regulatory agencies,
including one of the Local Consumer Programs in your area.
II. Consulting With a Private Attorney.

The AGO cannot give you legal advice and is not able to be your private attorney, but represents the public
interest. If you have any questions concerning your individual legal rights or responsibilities you should contact a
Signed By: W McKnight
Date: 02/28/2014
Declaration: Yes
408191
One Ashburton Place
Boston, MA 02108

Name: Alison Mendez
Address: 1112 crinoline lane
City: Morrisville State: NC Zip: 27560

Email: alisonamendez@gmail.com

to file a complaint, but having it may help us serve you Business : NO Individual: YES
more effectively.
Name: Care.com
Address: 201 Jones Rd. Suite 5
City: Waltham State: MA Zip: 02451
Phone: 877-227-3115 Ext: List if Type of Business is "Other":
Type of Business: Retail Sales/Internet
Website Address:
contacted:

408191
If Other:
Hello, this website is based in Massachusetts and I am trying to determine if any state law requires notification or
additional consent for automatically renewing contracts or evergreen clauses. Long story short, I mistakenly
agreed to an automatically renewing membership with the site and was billed quarterly for two years with
absolutely no notification, receipt, or invoice. At what point does this kind of business model pass from unethical to
illegal? I feel this company purposefully employs a bait and switch model to draw members and benefits
tremendously from an indefinite automatic renewal term. It is very unfair to consumers!! Any response would be
appreciated.
Refund for unauthorized 10 renewals.
Instructions:

complaining about.
YES


Signed By: Alison Mendez
Date: 03/17/2014
Declaration: Yes
408848
One Ashburton Place
Boston, MA 02108

Name: Mark Avallon
Address: 8100 Worthington Manor Pl
City: Adamstown State: MD Zip: 21710

Email: markacfp@gmail.com

more effectively.
Name: Care.com
Address: 201 Jones Rd., Suite 500
Type of Business: Scams/Schemes
Website Address:
contacted:

408848
If Other:
They offer a "free" membership and then they don't adequately inform that they are then charging $39 EVERY
MONTH! I only used the site the day or two after I signed up but they kept charging me, and when I finally realized
and called, they only refunded my current month. NOT the other months I didn't know I was paying for. I have
gone online and have seen other similar complaints. This is a classic case of some private equity backed firm
counting recurring revenue at the expense of individuals - all for their own financial gain. This is unfair and should
be stopped. It is misleading and bordering on if not outright fraud! I want $39 back for the month of February. I
signed up in January, paid for January and haven't been on since I signed up. I didn't realize I was being charged
until today so they refunded March. If I didn't notice this would have continued!
$39.00
Instructions:

complaining about.
YES


Signed By: Mark Avallon
Date: 03/20/2014
Declaration: Yes
409521
One Ashburton Place
Boston, MA 02108

Name: Deborah J Holt
Address: 18 Revere St
City: Boston State: MA Zip: 02114

Email: deborahholt4@gmail.com
Are you are over 60? (Optional) YES

more effectively.
Name: Care.com
Address: 201 Jones Road Suite 500
Type of Business: Other Pet, child & senior care services
Website Address:
contacted:

409521
If Other:
Care.com automatically renews customer subscriptions. I did not see information about this when I subscribed,
their 'welcome' email did not spell it out and a 30-day courtesy reminder isn't sent in advance of their billing the
account. I only discovered their policy when they debited my checking account for $140 on 3-17-14. I have no
need for a year's subscription to Care.com and am incensed that automatic renewal is legal. A client should be
required to opt-in for automatic renewal, not be required to opt-out.
I want my $140 refunded.
Instructions:

complaining about.
YES


Signed By: Deborah J. Holt
Date: 03/25/2014
Declaration: Yes
414012
One Ashburton Place
Boston, MA 02108

Name: Hong Shen
Address: 5816 Freebird Ln., UNIT 101
City: Oak Park State: CA Zip: 91377

Email: shenh@netzero.net

more effectively.
Name: care.com, Inc.
Address: 201 Jone Road, SUITE 500
Type of Business: Internet
Website Address:
contacted:

414012
If Other:
Care.com runs a deceptive business practice by automatically renewing monthly subscription and charging my
credit cards automatically each month. The sign-up website looks everyway like a one month subscription but I
was charged at least additional 5 months without my knowledge, a total of $185. There are grayed out statement
on the website to notify a customer of this auto renewal but even care.com itself acknowledged that when a
customer is in a hurry to find a babysitter such notice is unlikely to be seen. There is no separate acceptance of
the term and no hyperlink to the term and condition page, which explains the auto renewal. Had I known the auto
renewal, I would definitely cancel within a month without being charged $185 for not using the service at all for 5
months. In 2014 alone, 30 plus complaints filed with local best business bureau and more than 40% of them are
complaining about this deceptive practice.
Refund of $185 to me. Stop deceptive practice.
Instructions:

complaining about.
YES


Signed By: Hong Shen
Date: 04/23/2014
Declaration: Yes
416151
One Ashburton Place
Boston, MA 02108

Name: Jill Silliphant
Address: 55 Prospect Rd
City: Piedmont State: CA Zip: 94610

Email: jsilliphant@gmail.com

more effectively.
Name: Care.com
Address:
Website Address:
contacted:

416151
Declaration: Yes
418559
One Ashburton Place
Boston, MA 02108

Name: Shannan Cuddy
Address: 1 New Meadow Road
City: Lynnfield State: MA Zip: 01940

Email: sgcuddy@gmail.com

more effectively.
Name: Care.com
Address: 201 Jones Road, Ste. 5
Type of Business: Other Online Babysitting/Nannying Procurement Web
Website Address:
contacted:

418559
If Other:
I was met today with the worst in business practices that I have ever seen. Apparently, when one transacts with
the Care.com, you better read the fineprint or the Care.com will wack your credit card. I signed up for 1 month of
discounted service only (no clear mention of automatic renewal), only to have the Care.com hit my credit card for
an upped price for 3 months. In contacting their customer service, this was the email I received: Dear
Shannan,Per your request I have reviewed your case. We will not be able to offer you any further refunds per our
Terms of Use. As the representative you spoke with explained, all of our subscriptions automatically renew until
cancelled. I have attached a copy of the enrollment page for you to review where it states that we are a
subscription service and that all of our subscriptions auto renew until canceled. Please refer to Section 8.3 of our
Terms of Use if you have any further questions. Best Regards, Dianne Care.com Member Care Supervisor
I want my $79.98 to be credited to my credit card.
Instructions:

complaining about.
YES


Signed By: Shannan G. Cuddy
Date: 05/20/2014
Declaration: Yes
419517
One Ashburton Place
Boston, MA 02108

Name: Chris Harmon
Address: 113 Cambridge Rd
City: Madison State: WI Zip: 53704

Email: chrisharmon1950@gmail.com

more effectively.
Name: Care.com
Address:
City: Waltham State: MA Zip: _____
Website Address:
contacted:

419517
If Other:
The internet company called Care.com based in Waltham Massachusetts is about the most deceptive and
misleading website I have run across. I originally signed up in 2010 to find a babysitter for grandkids. I thought I
signed up for ONE MONTH which is the title of the page I was on, for $35. I realized after a few months they were
billing my credit card monthly. I called in 2011 and canceled, and told the person on the phone at Care.com that I
no longer wanted to be a member. They did not give me any confirmation number. but said they would cancel me.
In 2012 the charges started occurring again (I do not notice the charges immediately, as my husband typically
pays the credit card, and the charge is small enough he does not question it.) So I called and canceled again, and
was told "no problem" we will cancel. Then I just discovered they started charging me again in 2013 without my
authorization--over $420. I do NOT use the site. I simply wanted to locate a babysitter that one time.
I think the Massachusetts AG office should shut down Care.com for misleading and deceptive automatic monthly
renewal practices which I believe are against the law in many states. Also refund $ to all
Instructions:

complaining about.
YES


Signed By: chris harmon
Date: 05/27/2014
Declaration: Yes
423763
One Ashburton Place
Boston, MA 02108

Name: Muthukumarappan Ramurthy
Address: 5183 S Jamaica Way
City: Greenwood Village State: CO Zip: 80111

Email: kumar.ramurthy@gmail.com

more effectively.
Name: www.care.com
Address: 1400 Main Street
Type of Business: Other Provides a service to find home care personnel
Website Address:
contacted:

423763
If Other:
My wife signed up online with care.com to find a maid for in home service in Denver, CO. Care.com provides 12
month, 3 month or 1 month membership. My wife signed up for 1 month membership in December 2013.
However, we noticed that our credit card has been charged $39 every month for the last 5 months. We found out
that when one signs up with care.com they sign up for automatic renewal. So the 1 month membership that my
wife signed up for does not end after 1 month as it should. Instead we get billed every month indefinitely until one
cancels the membership. This is tricky and deceptive business practice because "Care.com" does not provide the
consumers an option to not sign up for automatic renewal when we sign up. They should provide a box for us to
check if we want our membership to renew automatically. Instead they have made that mandatory which is
fraudulent business practice. Since this company is headquartered in MA we want you to stop this deceptive
business practice please.
My main objective is for "Care.Com" to stop this deceptive business practice PERIOD. The second objective is to
get a refund for $195 that they have charged me due to this deceptive business practice.
Instructions:

complaining about.
YES


Signed By: Muthukumarappan Ramurthy
Date: 06/22/2014
Declaration: Yes
424881
One Ashburton Place
Boston, MA 02108

Name: Anthony Smith
Address: 6 Forest Ave
City: Salem State: MA Zip: 01970

Email: anthonyclaytonsmith@gmail.com

Veteran or Active Duty? YES individual or as a business ?
more effectively.
Name: Care.com
Address: 201 Jones Rd Suite 500
Type of Business: Other child care
Website Address:
contacted:

424881
If Other:
I became a Care.com member on August 29, 2013. This company is an online service which connects child care
providers with parents or others seeking caregivers. I paid what I believed to be a one-time charge of $31.20
(characterized as a "1-month" subscription"). I used the service until the end of September, and have not used it
since then. However, my credit card was charged a monthly fee of $39.00 since then (a total of $351). The last
message I received through my Care.com account was dated September 24, 2013, and the last message in my
Care.com account that I opened was dated September 6, 2013. I have not logged in to my account or otherwise
used it since September 2013, and I was not aware that my credit card was being charged monthly since that
time. I have not received any emails or calls or other forms of communication from Care.com regarding this billing
activity. Care.com refunded me one month's charge ($39.00) but I am seeking a full refund of charges since
October.
I am seeking a refund of charges from October 2013 - May 2014 (total of $310).
Instructions:

complaining about.
YES


Signed By: Anthony C. Smith
Date: 06/30/2014
Declaration: Yes
427283
One Ashburton Place
Boston, MA 02108

Name: Carla Hounshel
Address: 11925 Copperfield Dr.
City: Carmel State: IN Zip: 46032

Email: chounshel@scopelitis.com

more effectively.
Name: Care.com
Address: unknown
City: unknown State: MA Zip: _____
Website Address: care.com
Have you previously contacted the AGO or other agencies about this problem?: YES
contacted:
Better Business Bureau

427283
Was this an online transaction? YES Seeks a specific dollar amount for a resolution: 39
If Other:
unauthorized credit card charges

Assistance from the AGO and possible mediation of my complaint
Refund of unauthorized charges to my credit card
Instructions:

complaining about.
YES


Signed By: Carla Hounshel
Date: 07/15/2014
Declaration: Yes
444114
One Ashburton Place
Boston, MA 02108

Name: Jack Wright
Address: 5620 Gladstone St
City: Colorado Springs State: CO Zip: 80906

Email: jackwright2020@gmail.com

more effectively.
Name: Care.com
Address: 201 Jones Rd, Ste 5
Type of Business: Other
contacted:

444114
If Other:
This is an online company that matches potential nannies with consumers looking for a nanny. I signed up for a
month of service. Somewhere in the "fine print", this became a monthly biling without my knowledge. I was
charged for a year of service when I never logged back into the site after the first month or two. I finally got
through the hour long wait times to get someone in Customer Service only to be told they would submit my issue
to the billing department. I received an email declining my request simply quoting their terms and conditions.
This is a SCAM an no different that the auto billing that so many web sites trick you into. I only want to pay for
the service I used!!!! Their customer service is terrible and have horrible wait times which makes it virtually
impossible to dispute. I disputing their issue on their Facebook and they have now blocked me. I have disputed
2 mos. charges with my CC company...but want the remaing months refunded.
I would expect a full refund of the $39 per month that Care.com unknowingly billed me for the other months that I
did not use their service. I have disputed 2 months with my credit card company.
Instructions:

complaining about.
YES


Signed By: Jack Wright
Date: 10/27/2014
Declaration: Yes
If Other:
In Oct 2012, I decided to try Care.com. They offered a 1 month membership for $39. I decided to try it and used it for
the first month. After that month, I ceased to us it. Since then, I got periodic emails from them, which I ignored
because I didn't want to re-enroll. On 10/21/14, I got an email saying that they couldn’t renew my membership
because my credit card had approached its expiration. That's when I learned that they'd been billing me monthly for
the past 2 years. I had no idea!
When I went back to their site, I saw that it listed a "1-month Membership" for $39, with a small asterisk. At the
bottom, in light gray text, is the explanation of the asterisk, "all memberships are automatically renewed until
canceled." To me, this is meant to mislead. If this was the official policy, they should state it right next to where you
click for a 1 month membership. By having it tucked away as a footnote, in light font, it's clear that they are hoping
that some people will not notice.
What outcome do you seek from filing this complaint?:
In the end I unknowingly paid them $827: (24 months payment, less 4 months refund, less the 1-month service I'd
thought I was signing up for.)
I would like to get a refund of $827,

Public Record. Under most circumstances, your complaint and any related information will be considered a public
record and available to any member of the public upon request.
complaining about.

Your complaint and any related information may be disclosed to other law enforcement and regulatory agencies ,

The AGO cannot give you legal advice and is not able to be your private attorney , but represents the public interest.
If you have any questions concerning your individual legal rights or responsibilities you should contact a private
attorney.
Signed By: Daniielle Ofri Date: 02/22/2015
By filling in my name and checking this box, I certify that the information I have provided is true and correct to
the best of my knowledge, and that I adopt this as my online signature.
Declaration: Yes
What was the method of payment? Money/wire Transfer
If Other:
I got an offer from someone who found my care.com profile for a job dog sitting. They were going to pay me $250 per
week and were sending money ahead for me to get their apartment ready before they got here. Then after they sent
the check they said someone else was going to do that and I needed to send part of the money back. I did and
cashed the check and later the bank found out it bounced. I had already sent the money back and now the bank is
holding me responsible. I don't have that money as I was looking for a source of income in the first place. I have the
money dot paks that I sent the money back with and all the email correspondence and talked with the bank but they
are not budging.
I do not wish I be held accountable for paying the bank this money. They are just as responsible as I in this situation.
It makes no sense to hold me responsible to give them money I don't have.
Instructions:
Please do NOT include financial account numbers, credit or debit card numbers, your social security number, etc.,
or other sensitive personal information. We will contact you if we need any of this information.

complaining about.


attorney.
Signed By: Kira Taylor-Hoar

Date: 12/08/2014
Declaration: Yes
455019
One Ashburton Place
Boston, MA 02108

Name: Mark Brissette
Address: 95 south meadow road
City: carver State: MA Zip: 02330

Email: 1mark@comcast.net

more effectively.
Name: care.com
Address: unknown
City: unknown State: Zip: _____
Website Address: www.care.com
contacted:

455019
Was this an online transaction? YES Seeks a specific dollar amount for a resolution: 78.00
If Other:
I subscribed to care.com for a 1 month membership, and cancelled the membership after 1 month via a phone
call....As I was paying my credit card payment online yesterday (1/8/15) I noticed a recent charge on my account,
after further investigation I found that care.com had been billing my account for 6 months via an auto pay system.
after calling the company at 10am this morning (1/9/15) I was told someone would call me back, no one called
and an email was sent refunding 4 of the 6 months they had billed me.
I called them again this afternoon and was told they would again forward my concerns to the billing department.....
I have not heard from anyone other than the email that was sent earlier in the day explaining to me their
reoccurring charges when they have a 1 month option on their website, which is what I chose.
I would like the remaining 2 months that they owe me credited to my account. In viewing their Facebook page,
there seems to be a number of complaints regarding their billing practices.
Instructions:

complaining about.
YES


Signed By: Mark Brissette
Date: 01/09/2015
455019
Declaration: Yes
What was the method of payment? Money/wire Transfer
If Other:
I am a 20 year old college student who signed up care.com.Shortly after I joined care.com I was contacted by a
woman who was looking for a nanny for her wheelchair bound son.She asked me to help her obtain a wheelchair for
her son and told me should would send a check for the expense. I received a cashiers check,which I deposited in my
account I was told that the funds would be available in 24 hours. When they were released the next day, I forwarded
the money to the wheelchair seller. Later on I was told by Bank of America that the check was no good . They
captured all the money I had in my account and said I was still on the hook for $2850. I can not afford to take a
financial hit like this. If I don’t pay BOA it willruin my credit and affect my student loans .I recently found out that this
scam is not new. At least 5 others that I read about have been victims.There are no measures in place to check out
care.com’s clients.Anything could happen & employees need to be warned

Compensation for $2850 that was stolen from me.
Instructions:

complaining about.


attorney.
Signed By: Emma Justice

Date: 03/08/2015
Declaration: Yes
462981
One Ashburton Place
Boston, MA 02108

Name: MaryAnn Fenter
Address: po box 511
City: greenlawn State: NY Zip: 11740

Email: maryannfenter@aol.com

more effectively.
Name: Care.com
Address: 77 Fourth Avenue, 5th Floor
City: Waltham State: NY Zip: 02451
contacted:

462981
If Other:
I have used the services of care.com for the last four years or so. I pay a yearly fee to belong to this. In order to
be a member you must pay this, have background checks, etc. I have never had a problem with them until last
evening when I received a message on my cell phone that they were discontinuing my membership and telling the
other members that they were doing so. I contacted them right away and asked for a reason they maligned my
good character and standing but they have not answered me at all. I tried again today, to no avail.
Due to their actions, my character and good standing have been badly damaged. I want a reason, a written
apology and a refund for their malicious actions.
a written apology, reinstatement and refund
Instructions:

complaining about.
YES


Signed By: MaryAnn Fenter
Date: 03/08/2015
Declaration: Yes
Was this an online transaction? NO Seeks a specific dollar amount for a resolution: 2022
What was the method of payment? Check
If Other:
On Feb 26 I deposited a check for $2,350 into my account of Bank of America. That check was sent by a person
who contacted me through Care.com for a potential work.
I needed the money to run some errands for this work, but I decided to wait until the money was effectively credited
into my account.
On the morning of Feb 27, the deposit status was “Processing”. In the afternoon, it turned to be “CLEAR”, so I
proceeded. I issued a money order for $2022 through MoneyGram.
On Mar3, the bank discounted $2,350 from my account claiming the check was “FRAUD”.
I was victim of scam, and the Bank is involved. My husband and I filed a police report before the Tufts University
Police Department.
Based on the information provided, it is clear that we acted based on certain information provided by the bank.
On March 19, a complaint was filed before the bank.
On March 24, the bank manager informed to me the bank is not responsible and thus they won't refund the money
The bank credited money into my account without checking the goodness of the check. We request full refund of the
money we lost.
Instructions:

complaining about.


attorney.
Signed By: Paula Santone

Date: 03/24/2015
Declaration: Yes
476601
One Ashburton Place
Boston, MA 02108

Name: Christina Armstrong, Ph.D.
Address: 1912 Los Encinos Avenue
City: Glendale State: CA Zip: 91208

Email: drchristinaarmstrong@gmail.com

more effectively.
Name: Care.com, Inc.
Address: 77 4th Avenue
City: North Waltham State: MA Zip: 02451
contacted:

476601
If Other:
Care.com, Inc. engages is several fraudulent and deceptive practices:

-Automatically enrolls accounts into subscriptions resulting in unauthorized credit card charges
-Does not allow users to remove credit card information off of the account in order to prevent future unauthorized
charges
-Prevents users from cancelling their account without forcing them to choose an inaccurate reason for
cancellation
-Preventing consumers to contact company by email or phone to prevent further unauthorized charges and cancel
account.
From 11/26/2013 to 05/26/2015 Care.com, Inc. has fraudulently charged by credit card a total of $553 without my
authorization. Their website prevents me from removing my credit card information or cancelling my account. It is
a shame that this company continues to scam millions of dollars from consumers who are trying to provide the
best care to their families.
-Refund of $553 unauthorized/fraudulent charges.

-Removal of my credit card information from my account.
-Cancellation of my account.
-Changes in Care.com's policies to prevent future fraud.
Instructions:

complaining about.
YES


Signed By: Christina Armstrong, Ph.D.
Date: 05/30/2015
476601
Declaration: Yes
480784
One Ashburton Place
Boston, MA 02108

Name: Gail Altan-Hallisey
Address: 57-14 253 Street
City: Little neck State: NY Zip: 11362

Email: gaila68@aol.com

more effectively.
contacted:

480784
If Other:
In Aug 2014 I was interested in using care.com for their childcare services. In order for me to thoroughly search
their services, I needed to pay a fee. The options were for 1-month, 3-month, or 12 month at varied rates. I
chose the one month rate and gained access to their site. After perusing their site, I never used their services.
Upon examining my credit card this month I found they have been charging me $42.46 each month. When I
contacted them they said I agreed to a subscription by making that payment. After arguing with them I was
informed that they have a very strict return of money policy. I filed a complaint with the BBB#106-72095 and the
responded by sending a copy of the webpage where I signed up to pay the initial fee. I saw that under the
choices of three payments there is a note in very tiny font, shaded light gray that says all subscriptions are
automatically renewed until cancelled. One would have to look for such a clause to even know this was a
possible.
I would like my money returned to my credit card for the last ten months.
Instructions:

complaining about.
YES


Signed By: Gail Altan-Hallisey
Date: 06/19/2015
Declaration: Yes
486945
One Ashburton Place
Boston, MA 02108

Name: Ishrat Ara
Address: 21514 23rd Road
City: Bayside State: NY Zip: 11360

Email: ishratara11@gmail.com

more effectively.
Name: Care.com Inc.
Address: 77 4th Aven
Website Address: www.cae.com
contacted:

486945
If Other:
No written agreement about payment plans. Payment information are verbal. Customers have no where to go
back and check what they agreed to pay. The business agreement says the customer agrees to whatever change
care.com makes in their agreement.
1. I want to recover money they charged me.

2. The business should be forced to give a written agreement on payment plans.
Instructions:

complaining about.
YES


Signed By: Ishrat Ara
Date: 07/29/2015
Declaration: Yes
If Other: Money taken from daughter's college saving account

Our daughter had a part in a banking fraud that Citizen’s Bank is holding us responsible . She placed a profile on the
website Care.com for babysitting. She was contacted online by an out of state family coming to Westwood . They
sent Elena a check for $2970 as an advance on her babysitting.
Elena deposited the $2970 in her checking account at Citizen’s Bank. She was told that the check would take a few
days to clear. The check was held and the money then appeared in Elena’s checking account . Meanwhile, the
family asked Elena to send back the money in a series of money orders. A few days later, Citizen's mailed us notice
the check was invalid.
My wife then took Elena to the police who said this was a common scam. Citizen's said that they have no
responsibility because we signed an agreement to be responsible for overdrafts.
Citizen's should validate a check before the money appears in one's checking account. We have no resources to
validate a check is good or not.
I only want to let the AGO know about this business or trade practice
Instructions:

complaining about.


attorney.
Signed By: Roy Chiulli

Date: 08/03/2015
Declaration: Yes
What was the method of payment? Internet Money Transfer
If Other:
I was recently the victim of an online scam through Care.com and this damage was exacerbated by a mistake on the
part of Bank of America. I made one online transaction, called customer service and requested that it be cancelled,
was assured that it was cancelled, and then proceeded with a second transaction of the same amount. It turns out
that the first transaction was never cancelled and could not be cancelled. Bank of America is unwilling to provided
transcripts of the conversation I had with that associate and is unwilling to take responsibility for that mistake. I have
a much more detailed account that exceeds 1000 characters, which I can give you upon request.

I seek no liability for the cancelled transaction and am requesting a restitution to the account.
Instructions:

complaining about.


attorney.
Signed By: Olivia Stanislas

Date: 10/05/2015
Declaration: Yes
494970
One Ashburton Place
Boston, MA 02108

Name: Wendy Cheung
Address: 5245 California Street
City: San Francisco State: CA Zip: 94118

Email: wendycheung@rocketmail.com

more effectively.
Name: Care.com
Address: 77 Fourth Avenue, Fifth Floor
contacted:

494970
If Other:
Care.com refused to refund me the services I never intended to sign up for. They unlawfully used a tactic called "
Monthly Automatic Renewal Subscriptions" to charge me the fees without my knowledge. 1) For the period from
10/2/2013 through 2/2/2014 $40 for each month with a total of $200
2) For the period from 8/3/2014 through 7/31/2015 $39 for each month with a total of $468
I would like to get a full refund of the fees
Instructions:

complaining about.
YES


Signed By: Wendy CHeung
Date: 09/18/2015
Declaration: Yes
500982
One Ashburton Place
Boston, MA 02108

Name: Jennie Emmons
Address: 97 Split Rock Road
City: Charlotte State: VT Zip: 05445

Email: emmons283@hotmail.com

more effectively.
Name: Care.com
contacted:

500982
If Other:
I purchased a 3 month subscription on the care.com website (to advertise for child care) for $78. I learned about a
year later that my credit card had been charged 5 more times as part of a default auto-renewal. The auto-renewal
default was not clear when I subscribed for the 3 months. I never received any email notification that I was being
charged again. The company will only reverse the most recent charge claiming the auto-renewal information was
provided. This company is the subject of a volume of online complaints for this same issue. Many people share
my feeling that this is a deceptive practice. It is clear that I was not active on my account after the first three
month subscription period expired.
Full refund for all the charges I did not knowingly approve. Some charges may be restored by my credit card
company, which has allowed me to dispute 4/5 charges - one is too old.
Instructions:

complaining about.
YES


Signed By: Jennie Emmons
Date: 10/26/2015
Declaration: Yes
501361
One Ashburton Place
Boston, MA 02108

Name: Betty KISH
Address: 98 hazelwood rd
City: Bloomfield State: NJ Zip: 07003

Email: emk56@msn.com

more effectively.
Address: 77 Fourth Ave., 5th floor
Type of Business: Health Care
contacted:

501361
If Other:
I was looking on line for a pet sitter and chose to use their one time transaction for 1 month to find a pet sitter.
Today I discovered they had been charging my credit card since March and charging $41.35 on a monthly basis. I
have records of all transactions. They did not make it clear at all and it was very hidden that one needed to go on
line to stop the payments. This to me is not a "one time transaction" . After researching online hundreds of other
consumers have been scammed !
I would like a full refundtaken from my card from 3/2015 to 10/2015. There should have been 1 payment in Feb.
that was theirs to keep.
Instructions:

complaining about.
YES


Signed By: Betty Kish
Date: 10/28/2015
Declaration: Yes
502274
One Ashburton Place
Boston, MA 02108

Name: Katherine Kurelja
Address: 454 Windsor St. #2
City: Cambridge State: MA Zip: 02141

Email: katherinerad@yahoo.com

more effectively.
Name: Care.com
Address: 201 Jones Road, Suite 500
contacted:

502274
If Other:
I signed up for what I believed was a one month subscription and had no idea it was set to auto-renew (I only
used the service that month that I thought I paid for). The reason is that there is no asterisk next to the prices for
the memberships. Only a note at the bottom of the page saying all memberships will auto-renew. When I called to
challenge them on this they stonewalled me. Is this even legal? Shouldn't there have to be a footnote next to the
subscription amounts that leads you to know there is a disclaimer? I want to be refunded for the months I did not
use the service. Their billing is extremely deceptive. If you do a search on them there are countless similar
stories about their billing being scam-like.
I wanted to be refunded the money I am owed.
Instructions:

complaining about.
YES


Signed By: Katherine Kurelja
Date: 11/01/2015
Declaration: Yes
503269
One Ashburton Place
Boston, MA 02108

Name: Mahesh Menghani
Address: 22 Van Vechten St
City: waltham State: MA Zip: 02452

Email: menghanis@gmail.com

more effectively.
Name: Care.com
Address: 5th Floor, 77 4th Ave
Have you complained directly to the business?: NO
contacted:

503269
If Other:
We had a opened a care.com account in July 2014 and cancelled it within a few days. Care.com still kept on
charging our credit card every month, though we never used the site and we assumed that our membership was
cancelled. We noticed this yesterday that our credit card was being charged for the last 18 month and we never
got any receipt of the transaction from care.com neither we got a quarterly statement. This is a dishonest mean
employed by care.com to cheat their clients and there are lots of complaints against them on online boards, like
http://www.sitejabber.com/reviews/www.care.com
Is there any law in the state of MA where a business has to provide a receipt of the transaction when they charge
the credit card? If not, then how does one know how much and for how long the payments were charged without
diligently checking the statements. If there is no such law, one should be enacted to prevent such practices as by
care.com. It is a shame such business practices occur in MA.
Instructions:

complaining about.
YES


Signed By: Mahesh Menghani
Date: 11/09/2015
Declaration: Yes
511460
One Ashburton Place
Boston, MA 02108

Name: Tracey Zysk
Address: 2 Walker Rd 3
City: North Andover State: MA Zip: 01845

Email: traceyzysk@comcast.net

more effectively.
Name: Care.com Dogvacay.com Rover.com
Address:
Website Address: dogvacay.com
contacted:
Dept of Agi, Sen Katie Ives, State Rep Diana DiZoglio
Aug - Oct 2015
Sen Ives did asend a ltter to the MAss Municpal Association

511460

If Other:
These sites are destroying legal loical small businesses. They encourage people to post pet care, dog daycare
etc in their homes but do not educate the person he needs to follow State and Local by laws. Many of these are
illegal doggy daycare, no kennel licenses, not zoned for animals and not paying any commerical or additional
income on income earned. These sites are encouraging illegal business practices. Without BOH knowing about
these in home daycares in their towns this could lead to a variety of health issues for a community both human
and animal
Instructions:

complaining about.
YES


Signed By: Tracey Zysk
Date: 01/07/2016
Declaration: Yes
517961
One Ashburton Place
Boston, MA 02108

Name: linda cioletti
Address: 513 dairy lane
City: brodheadsville State: PA Zip: 18322

Email: linv47@yahoo.com

more effectively.
Name: care.com
Address: 77 4th avenue
City: north waltham State: MA Zip: 02451
Website Address:
contacted:

517961
What was the method of payment? Debit Card
If Other:
yes my complaint it no responses to reply's and i feel care .com is controlling replies and I am not getting any
jobs and I feel there is something fishy going on. They are answering back to me as a client that my service is
not what the people are looking for an they never even looked at my stat. And alot of times when I do get an
answer it is worded the same way as another one . And care.com asks for you to put your picture on here and
alot of the people they have on their site looking for help have NO PICTURE on .So I feel these people are being
made up . I pay to be on care.com then all of a sudden there is people in my area looking for help I answer and
NO RESPONSE.. Just weird to me . I have contacted care.com by email many ,many times that is the only way
you are able to get them they never talk to you on the phone . And their emails are always the same response .
They are taking money from people and not helping at all . You really never know who is answering you also
Instructions:

complaining about.
YES


Signed By: linda s.cioletti
Date: 02/19/2016
Declaration: Yes
523978
One Ashburton Place
Boston, MA 02108

Name: David Klotz
Address: 145 Valley Street Apt. 1066
City: Pasadena State: CA Zip: 91105

Email: fondamusic@me.com

more effectively.
Name: Care.com
Address: 201 Jones Road, Suite 500
contacted:

523978
If Other:
Care.com's billing practices are highly deceptive. Without my knowledge, they upgraded my account to
"auto-renewal" after I my account had expired. They sneakily billed me every three months for two years and
never once sent me a communication about it. When I contacted them about the $468 in charges to my bank
account they said it was against their policy to reverse the charges, even though they admitted that "yes, I haven't
logged onto the site in two years." !
Their business model is borderline fraudulent and they prey on busy, working parents who work full time, rely on
babysitters and who don't often look over their bank statements.
I am not the only victim of their bait and switch credit card scam. Please glance at the reviews of people who
have had similar experiences here:
http://www.sitejabber.com/reviews/www.care.com
I strongly feel that a class action lawsuit should be established to stop their horrible business practices!
Personally, I would like to reimbursed for the $390 they billed my credit card, but more importantly I would like to
see this company investigated for their deceptive billing practices.
Instructions:

complaining about.
YES


Signed By: David Klotz
Date: 03/09/2016
523978
Declaration: Yes
526296
One Ashburton Place
Boston, MA 02108

Name: Linda Clark
Address: 4819 Rollingwood Dr.
City: Durham State: NC Zip: 27713

Email: linda745@frontier.com

more effectively.
Name: Care.com
Address:
Website Address: http:www.care.com
contacted:

526296
What was the method of payment? Check
If Other:
These people mixed my identity up with someone else. I have no criminal record or negative background.
They kicked me off their site when an

illegal alien names Carlos L on their
site took a check from me and did not
do the job and was deported to Mexico.
He told me to make the check to his

a woman with him, and I cannot find a
face copy of the check, for I changed
banks. He was told I was changing
banks at the end of the month and neded to cash the check before then.
I did not have a new bank yet. When
I closed the account a check to anyone
of that amount could not be found so
there was no outstanding check. Carlos L took the money and was deported and had me make it to a woman with
him. I did not ask to see id and should have.He had no license for he was an illegal alien. deported before he
finished the job. I can send a pix of the railing he left uninstalled and
of him.
I seek apology from Care.com and reinstatement for I have no record and paid Carlos L for work he did not do. I
seek. I seek compensation for money
he took and their rescindtion of inaccurate
info.
Instructions:

complaining about.
YES
526296

Signed By: Linda H. Clark
Date: 03/26/2016
Declaration: Yes
529455
One Ashburton Place
Boston, MA 02108

Name: Leslie MIller
Address: 128 Grove Avenue
City: Wilmington State: MA Zip: 01887

Email: lesliemiller128@comcast.net

more effectively.
Name: CARE.COM - Sandra Cowart
Address: sandra cowart <sandracowart_01@hotmail.com>
City: livingston State: TX Zip: _____
Website Address: CARE.com <sandracowart_01@hotmail.com>
contacted:

529455
If Other:
My 19 year old daughter responded to an ad listed on CARE.com for a dog sitter and received a response from
Sandra Cowart who seems to actually be Shelby Cowart, her son, bot living in Livingston TX. Many emails and
texts transpired between 'Sandra Cowart' and my daughter over the past two weeks. A Cashiers check sent to
our home with the expectation that my daughter deposit the check in the amount of $2650.00 into her bank
account and get cash. The check is fraudulent according to the bank from where it was issued. We have email
addresses and several telephone numbers associated with Sandra Cowart. This scam involves the Walmart store
in Tewksbury, this is the location where she was requested to turn over the cash.
Instructions:

complaining about.
YES


Signed By: Leslie Miller
Date: 04/16/2016
Declaration: Yes
If Other:
I was contacted via text from a woman claiming that her sister was moving to my area and needed childcare. She got
my number through my care.com profile. I emailed this woman at rossyruzanches@gmail.com. She informed me
that she was currently located in Germany with her husband, Heinz, and 2 year old son, Alex, but was moving to my
town. We corresponded and she told me that she would be sending me a check for $350 in advance for my first
week. She then stated that the check would have some additional money in it because she would need me to buy
groceries and stuff for the new house. She never told me the address of her home and I received a check for $2,650.
She then informed me that someone else was able to get her the necessary supplied and that I would send the rest
of the money through a money gram store. She then continued to harass me via text and none of her information was
adding up.
Instructions:

complaining about.


attorney.
Signed By: Danielle Newhall

Date: 04/24/2016
Declaration: Yes
532665
One Ashburton Place
Boston, MA 02108

Name: Doreen (Ashley) Kaleto
Address: 49 Dove Street
City: Williamston State: SC Zip: 29697

Email: AshleysPetSvcs@aol.com

more effectively.
Name: Care.com
Address: 77 4th, Avenue
Type of Business: Advertising
contacted:
I have filed a complaint with the BBB in MA.

532665
If Other:
I joined care.com because they made it sound good on their commercials. Needless to say, I am NOT happy with
them at all. I get email notifications after the start date of a job, which is no good to myself nor the customer. I
have emailed care.com up to 4 times asking that I be let out of the subscription without charge, to no avail. I am
looking for a refund of $32.50 per month from Oct. 1, 2015 up to May 1, 2016 ($260 total) back to my credit card.
This company false advertises and they need to be shut down!
I would like a refund of $260 back to my credit card as stated above, due to incompetence of this company and
receiving emails after the start date of jobs.
Instructions:

complaining about.
YES


Signed By: Doreen (Ashley) E Kaleto
Date: 05/06/2016
Declaration: Yes
533453
One Ashburton Place
Boston, MA 02108

Name: david whalen
Address: 4 compton place
City: scotia State: NY Zip: 12302

Email: dw@nycap.rr.com

more effectively.
Name: care.com
Address: 5th floor 77th ave
contacted:

537006
One Ashburton Place
Boston, MA 02108

Name: Donna Jacobsen
Address: 5 FULLER PL # 1
City: MANSFIELD State: MA Zip: 02048

Email: donnaajacobsen@gmail.com

more effectively.
Name: Care.com
Address: 4th Avenue
contacted:

537006
If Other:
I have been online with this company for over 8 years. I have been placed in parttime nanny position through
care.com. Now they do a criminal and driving record on me and terminate my account. My driving record has only
violations dated back 1987/1997. How do they terminate me for a recorded dating back 30 years ago. According
to the FCRA law they can only regard records for the past 7 years back. I work for a Nursery school on call and 2
police departments on call. How can this company reject me after working off their site for over 8 years?
I want them to follow the FCRA guidelines for people that haven't had any misconduct and are not a criminal.
Instructions:

complaining about.
YES


Signed By: Donna Jacobsen
Date: 06/07/2016
Declaration: Yes
538049
One Ashburton Place
Boston, MA 02108

Name: Monica Nowicki
Address: 29 Dascomb Road
City: Andover State: MA Zip: 01810

Email: manowick@syr.edu

more effectively.
Name: Care.com
Address: marlenechen30@gmail.com
City: N/A State: MA Zip: 01810
Website Address: https://www.care.com
contacted:

538049
If Other:
I received an email from someone who said they saw my profile on care.com. They asked for my address, phone
number, and just any picture to see what I look like. Then she mentioned mailing me a check and that I would
need to cash the check for her, etc. Basically it seems very skeptical. I am nervous she or he will use my
information for something.
Find out who the culprit is

Or
just make sure my information is safe.
Instructions:

complaining about.
YES


Signed By: Monica Nowicki
Date: 06/15/2016
Declaration: Yes
541529
One Ashburton Place
Boston, MA 02108

Name: Lindsey Porges
Address: 5 Foley Drive
City: Natick State: MA Zip: 01760

Email: linds53082@aol.com

more effectively.
Name: care.com
Address: 5th floor, 77th 4th avenue
contacted:

541529
If Other:
I signed up for one month of service and did not select to have it auto renew. I then changed employers, so my
email address associated to the account was no longer active. 9 months later, I found that care.com had been
charging me monthly for a service that I was not signed up for or was using. I have contacted care.com customer
service multiple times asking for a refund or other resolution to which I was provided one months credit. I asked
this to be escalated to a supervisor or manager and was told someone would be in contact, but after over a month
that has not happened even after countless attempts.
I would like a full refund.
Instructions:

complaining about.
YES


Signed By: Lindsey Porges
Date: 07/05/2016
Declaration: Yes
549055
One Ashburton Place
Boston, MA 02108

Name: Elisa Valente
Address: 77 Appleton St. Apt 3
City: Boston State: MA Zip: 02116

Email: Elisavalente@gmail.com

more effectively.
Name: Care.com
Address:
contacted:
A week ago. No answer to date.

549055
If Other:
Care.com through their Backupcare department acted as a childcare agency and took my payment to provide
childcare. Now it is refusing to release their tax ID so that I can get that expense refunded from a flexible spending
account.
I believe under federal law a childcare provider is mandated to provide their tax ID.
I need assistance to obtain their tax ID.
I need assistance from the NGO to get care.com tax ID.
Instructions:

complaining about.
YES


Signed By: Elisa Valente
Date: 09/01/2016
Declaration: Yes
549311
One Ashburton Place
Boston, MA 02108

Name: Judy Nielsen
Address: PO Box 769642
City: San Antonio State: TX Zip: 78245

Email: dixon4849@aol.com

more effectively.
Name: Care.com
Address: 77 Fourth Ave, 5th Floor
contacted:

549311
If Other:
They continued to charge my credit card for a membership that was cancelled in March by email, customer
service,and then on their website - $196. They claim I didn't follow procedure when every time I cancelled it on
the web it did not respond. They assured me this person had completed their background check. References
checked. Our home was damaged and pets neglected. Customer service contact twice to cancel because their
cancellation submit button on the website did not appear to be working. They assured me that is would be
cancelled. Now they are telling my credit card company that I didn't follow their policies so they don't owe me the
$196 membership charges after I cancelled. I contacted them again in August. I was harassed with multiple
emails asking if I remember what device I used, saying by signing up I agreed to automatic renewals and that they
had no record of cancellation.
This company runs an internet scam.
This company claims to provide services with providers that have background checks. we paid him $350 & that
much in damage to home & pets. they continued to charge $196 in membership, Internet scam
Instructions:

complaining about.
YES


Signed By: Judy Nielsen
Date: 09/04/2016
Declaration: Yes
558868
One Ashburton Place
Boston, MA 02108

Name: James Maynard
Address: 115 Church of Christ Road
City: Belfry State: KY Zip: 41514

Email: kimkmaynard1959@yahoo.com

more effectively.
Name: CCI Care.Com
Address: 201 Jones Rd Ste 5
Website Address:
contacted:

558868
If Other:
I started getting charges on my checking account and have never talked to anyone at this company .They charged
over $300 on my debit card. This is a babysitting ,petting sitting and Sr care company. They have frauded my
account using my name and getting my debit card number.I had to look it up on the internet to see who they were
and was shocked to see so many fraud comment from people,They too the money out of my account without my
knowledge
Instructions:

complaining about.
YES


Signed By: James R Maynard
Date: 11/14/2016
Declaration: Yes
561560
One Ashburton Place
Boston, MA 02108

Name: Ann Hansen
Address: 5714 South 5500 West
City: Hooper State: UT Zip: 84315

Email: anniebugg@gmail.com

more effectively.
Name: Care.com
Address:
Website Address: https://www.care.com/
contacted:
RipoffReport.com
PissedConsumer.com
Sitejabber.com
Facebook
Utah Attorney General
561560

If Other:
After recently joining Care.com, I got messages saying employers couldn't see my profile until I upgraded my
account and signed up for their $20 monthly subscription and got a motor vehicle and criminal background check
for an additional $69.00. I then applied to 13 positions and not only did not get any responses from the
"employers" but no one ever even viewed my profile, which leads me to believe that these "employers" are
probably fake accounts setup by Care.com to deceive customers into thinking that there are legitimate jobs on
their site and therefore pay (and/or continue to pay) for the monthly subscription costs. It's impossible to get
contact information for Care.com on their website, which is also very fishy. Lastly, I have done some research
and have found numerous similar complaints from others, even on Care.com's own community board! I'm
currently disputing the charges on my credit card, but these online scam sites that take advantage of consumers
need to be shut down.
Full refund of $89.00 and full investigation into this company
Instructions:

complaining about.
YES


Signed By: Ann M. Hansen
Date: 12/06/2016
561560
Declaration: Yes
If Other:
Posting false ads for caregivers and claiming to do Cori checks. Charging a fee for services.
Instructions:

complaining about.


attorney.
Signed By: Janet Knott

Date: 07/06/2017
Declaration: Yes
566575
One Ashburton Place
Boston, MA 02108

Name: Rachel Tabin
Address: 1024 Adams Circle #225
City: Boulder State: CO Zip: 80303

Email: tabinrachel@gmail.com

more effectively.
Name: Care.com
Type of Business:
Website Address: Care.com
contacted:
Colorado Consumer Protection Agency on 1/1/17

566575
If Other:
I've been a member of care.com with a basic, free membership since October of 2012. In July of 2016, I gave
care.com my credit card information to run a background check on me. They kept my information and upgraded
me to a premium membership without my consent, charging me $20/month to maintain said upgrade. When I
realized the charges on my credit card in December (a total of $120 by then), I called care.com to get a refund
and they said I was not eligible for one since I'd continued to email through my care.com account (emailing clients
is a function I'd been using with the basic, free membership, so I was unaware of the difference).
I wish to receive a full $120 refund from care.com.
Instructions:

complaining about.
YES


Signed By: Rachel Tabin
Date: 01/15/2017
Declaration: Yes
572671
One Ashburton Place
Boston, MA 02108

Name: Joseph Smith
Address: 104 Evergreen Lane
City: Moon Township State: PA Zip: 15108

Email: joseph.h.smith3@gmail.com

more effectively.
Name: Care.com
Address: 77 4th Ave.
contacted:

572671
If Other:
My wife and I have been members of the online service, Care.com since 2012. We have paid approximately $40
per month, billed to my wife's former credit card. During this time, we moved 3 times, and put our membership on
hold once this last year, for a period of time. When I re-started the membership back up this month with a different
credit/ debit card, I optioned for paying a full year which turned out to only be only $149.00 /Yr. Our Care profile
remained and my email address for contact has stayed the same for the entire membership. This last week, I
received to my shock, an email saying that our membership was suspended, could possibly be cancelled,
because of adverse information on a criminal charge that happened in 2012 that was dismissed. Keep in mind, my
wife and I have always been customers. I was directed to contact a company for the background check, and they
did not have any record of my background check. It is my belief this dismissed charge is used against me,
unfairly.
Reinstatement to the service, and a written apology for my anguish and inconvenience, after being a customer for
about 4 years, at $400+ paid per year.
Instructions:

complaining about.
YES


Signed By: J.H. Smith
Date: 02/27/2017
Declaration: Yes
574654
One Ashburton Place
Boston, MA 02108

Name: John Zablocki
Address: 80 Fawcett Street Unit 347
City: Cambridge State: MA Zip: 02138

Email: john.zablocki@gmail.com

more effectively.
Name: Care.com
Address: 77 Fourth Avenue
Website Address: http://www.care.com
contacted:

574654
If Other:
I just discovered that I’ve been being billed for a Care.com subscription that I have not used since I signed up in
2015. Every three months, Care.com has managed to charge me $75.00. It was my failure to miss this line item.
Not only did Care.com not send me a billing reminder, but not once have I received an email communication of
any sort since 2015. I have had similar experiences with other services. Perhaps I should learn my lesson? As
consumers are increasingly given options to subscribe to services, it is increasingly difficult to remember all
recurring charges.
When I complained about the total lack of communication from Care.com, I was told “We cannot know for certain
which stage of the search/hiring process each customer is in, so we put the control in our members' hands to
inform us when they have fulfilled their caregiving needs.” In other words, they do not want to remind users they
are paying for a service they don't use.
A refund would be great, but better would be a change in business practices to favor consumer awareness for all
financial transactions.
Instructions:

complaining about.
YES


Signed By: John Zablocki
Date: 03/12/2017
574654
Declaration: Yes
575050
One Ashburton Place
Boston, MA 02108

Name: Mayra Salazar
Address: 17W047 White Pine Road
City: Bensenville State: IL Zip: 60106

Email: maysalazar@aol.com

more effectively.
Name: Care.com
Website Address: https://www.care.com
contacted:

575050
If Other:
I signed up for care.com on 11/16/15. The initial charge was for $72 and then $90 every three months thereafter.
On or about April 1, 2016, I cancelled my subscription over the phone. However they have been continuing to
charge my credit card to date. I would like to have $360 refunded to me. This is fraud. They continue to charge
my credit card without my permission. Please intervene. I am not sure how many other people are being taken
advantage of. Thank you for any assistance you can provide me.
Refund in the amount of $360.00
Instructions:

complaining about.
YES


Signed By: Mayra Salazar
Date: 03/16/2017
Declaration: Yes
581683
One Ashburton Place
Boston, MA 02108

Name: cody shearer
Address: 12725 Sunset Blvd.
City: Los Angeles State: CA Zip: 90049

Email: codyps@gmail.com

more effectively.
Name: Care.com
Address: 77 4th ave. 5th floor
Website Address:
contacted:

581683
Was this an online transaction? NO Seeks a specific dollar amount for a resolution: 500.00
If Other:
I inquired about the name of a caretaker(s) in Los Angeles. In return for such names the company asked me for a
credit card for a one-time charge. This call was made in 2013. Four years later, I discover I have been charged
$40 a month since my initial call. Most importantly, no one answers a phone at this company to respond to
consumer complaints.
I would like a refund returned to my credit card. I was charged for a service that was requested once--not monthly-
-for four years. How can one be charged for a service that was not continually asked
Instructions:

complaining about.
YES


Signed By: Cody Shearer
Date: 05/04/2017
Declaration: Yes
583798
One Ashburton Place
Boston, MA 02108

Name: Bill Fowler
Address: 6340 Barberry Hill Drive
City: Gainesville State: GA Zip: 30506

Email: Bill4Bill4567@gmail.com

more effectively.
Name: Cci*Care.com
Address:
City: State: MA Zip: _____
Website Address: Cci*Care.com
contacted:

583798
If Other:
I do not have an account with them. 12 months I have had 35.00 taken out of my checking account. Plus this
caused me to bounce 3 checks
The total amount refunded to my bank
Instructions:

complaining about.
YES


Signed By: Bill fowler
Date: 05/18/2017
Declaration: Yes
585492
One Ashburton Place
Boston, MA 02108

Name: Phoebe Winder
Address: 19 Pond Circle
City: Jamaica Plain State: MA Zip: 02130

Email: phoebeandcaleb@gmail.com

more effectively.
Name: Care.com
Website Address:
contacted:

585492
If Other:
I am filing a complaint because there is no easily discernable way of cancelling my care.com subscription.
Care.com website's dashboard and drop-downs offer no cancellation option.
When I searched the "Help" function asking how to cancel my account subscription?," I was directed to access a
rather obscure part of my account information, and was advised:
"Here you will find the option to downgrade your account. At the end of your current subscription period the
account will return to the Free Basic Membership, and you will no longer be charged."
However, when I followed this instruction, I was informed:
"By submitting this form, you agree that your credit card will be charged $50 every 6 months, plus any applicable
sales tax, and that your subscription will automatically renew unless you cancel your subscription."
The cancellation inquiry directs you to a downgrade option (still costing $) -- not to a cancellation option. I've tried
calling but I've been on hold for hours.
Instructions:

complaining about.
YES


Signed By: Phoebe Winder
Date: 05/30/2017
585492
Declaration: Yes
586473
One Ashburton Place
Boston, MA 02108

Name: Christina Acosta
Address: 1724 W. Jefferson Blvd.
City: Los Angeles State: CA Zip: 90018

Email: aclifeskills01@gmail.com

more effectively.
Name: Care. com
Address: 77 4th Ave. North
City: Hampton State: MA Zip: 02451
contacted:

586473
If Other:
This company uses ridiculous loopholes created with intentionally poorly worded terms and conditions to extort
money from subscribers. They won't allow us to cancel our account. They don't have the right to tell customers
that they are UNABLE to cancel subscriptions. It's a completely ridiculous and deplorable business practice. If I
am dissatisfied, it's within my purview to express that to the company I'm paying for services from and cancel the
service. They don't provide the services we signed up for, but now won't stop charging us now that we found out
about it and want to cancel, but they won't let us. Their business practices are extremely unethical and customer
service is nonexistent. All numbers on their website go to voicemail, and their google number is a random
woman's personal voicemail. We will be filling a complaint with the BBB about their unacceptable treatment of
subscribers worldwide, but wanted to file a complaint in their home state.
Instructions:

complaining about.
YES


Signed By: Christina Acosta
Date: 06/06/2017
Declaration: Yes
593494
One Ashburton Place
Boston, MA 02108

Name: Kimberly Mcgrath
Address: 99 Pine Street
City: Clinton State: MA Zip: 01510

Email: kimberly.ann.mcgrath@gmail.com

more effectively.
Name: Care.com
Address: 77 Fourth Ave 5th Floor
contacted:
I contact the BBB and the FTC.

593494
If Other:
On May 3rd 2017, I received confirmation that I closed my account. Then on May 24th they charged me
forservices that I cancelled. I contacted them through email because no one answers the phone. I confirmed with
them again that my account was cancelled. They never got back to me about a refund. Then today they charged
me again. Both of these charges resulted in a $25 insufficient fund fee from my bank. I have been trying to reach
them all day but I end up being on hold for hours. Then when I request a call back, they leave a message with no
information then I have to sit on hold again. Another frustration is a never used their services!!! They made it so
difficult to cancel and even when it got cancelled they are still charging me. I would like a refund for the whole
thing, but as of right now they owe me $177 for overcharging me after cancellation and $50 reimbursement for the
insufficient funds.
I would like to be refunded the original month service because they make it so hard to cancel and I didn't use their
service and the amount they over charged. Plus the fees from my bank.
Instructions:

complaining about.
YES


Signed By: Kimberly A. Mcgrath
Date: 07/24/2017
Declaration: Yes
598774
One Ashburton Place
Boston, MA 02108

Name: patricia curran
Address: 275 salem st
City: bradford State: MA Zip: 01835

Email: pjcurran7@verizon.net

more effectively.
Name: Care.com
Address: 77 4th Ave
Website Address: https://www.care.com/
contacted:

598774
If Other:
I have been trying for weeks to cancel my membership and all I get is the run around. They keep referring to an
option to cancel my membership but nothing appears on the pages they forward me to. When I contacted them I
was told that because my membership is paid through my itunes account, Care.com can not cancel it. That's
ridiculous!!! When I go to the itunes account, the option to block or stop payment is missing. This has been going
on for months of back and forth and being told there are online options that simply do not exist. I have had many
people helping me with this and the options to cancel is just non-existent. Read the reviews of this company and
everyone has the same complaint.
I simply want to cancel my membership but I also want the AGO to be aware of this company. In 10 years, I have
never rec'd one job through them.
Instructions:

complaining about.
YES


Signed By: Patricia M. Curran
Date: 09/07/2017
Declaration: Yes
599926
One Ashburton Place
Boston, MA 02108

Name: Kristin Pantanella
Address: 458 Sherwood Drive
City: St Louis State: MO Zip: 63119

Email: pantanellas@sbcglobal.net

more effectively.
Name: Care.Com dba CCI*Care
Address: 201 Jones Rd Suite 5
Type of Business:
Website Address: Care.Com
contacted:

599926
If Other:
I signed up 4/15/2014 to look at babysitting options. I never hired anyone, but did give my card# to view available
caregivers. I have been charged 39$ monthly since. My fault.
After realizing 9/14/17, I first stopped the charge through my cc company. Tried to log on to Care.com to cancel
service but can not log on without re establishing my credit card. The only way to cancel is to log in.
I have had several different credit cards all with the same company, many being cancelled for fraud. CCI*Care
has been able to find my new card info each time and charge me. When I look online, I am not the only one with
this problem. In order to cancel the account , they want my credit card unblocked. Which means they can charge
again. It sounds like the company is not helping anyone to resolve these issues.
I want them to not be able to research new credit cards and have the power to make charges without my
authorization. And to cancel subscriptions over the phone.
Instructions:

complaining about.
YES


Signed By: kristin pantanella
Date: 09/15/2017
Declaration: Yes

Massachusetts AG Care - Com Complaints

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Massachusetts AG Care - Com Complaints

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THE COMMONWEALTH OF MASSACHUSETTS

OFFICE OF THE ATTORNEY GENERAL

Re: Your Public Records Request

Dear Mr. Dorsey:

What was the method of payment?

AG's office will direct me to resources on how to find my own lawyer.

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

What was the method of payment?

AG's office will direct me to resources on how to find my own lawyer.

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

What was the method of payment?

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

If you are requesting mediation, what resolution do you seek?:

Review, sign and submit your complaint:

3. Read this important notice and sign your complaint.

Signed By: Date: 05/16/2013

Declaration Response: Yes

What was the method of payment?

AG's office will review my complaint for possible mediation.

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

What was the method of payment?

AG's office will review my complaint for possible mediation.

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

What was the method of payment?

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

What was the method of payment? Credit Card

AG's office will review my complaint for possible mediation.

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

What was the method of payment? Other

Everything took place, by several emails, which luckily I still have.

If you are requesting mediation, what resolution do you seek?:

Read the Following Before Signing Below:

3. Read this important notice and then sign your complaint.

If your complaint is urgent or if you seek an accommodation due to a disability, please

Your Contact Information:

Name: Wesley McKnight

Address: 3911 Tamblewood Drive

City: Colleyville State: TX Zip: 76034

Are you are over 60? (Optional) NO

Name: CCI Care.com

City: State: Zip: _____

Phone: ___-___-____ Ext: List if Type of Business is "Other":

Type of Business: Business/Services/Trades

Information on your complaint:

Have you complained directly to the business?: YES

Have you hired an attorney to represent you in this matter? NO

Has this matter ever been taken to court? NO

What was the method of payment? Credit Card

AG's office will review my complaint for possible mediation.

Phone: _-_-____ Ext: List if Type of Business is "Other":