Parkway Pet Hospital

[redacted] registered and upgraded his basic account for a quarterly membershipAll of our memberships are subscription based and will automatically renew as stated on the registration pagePrior to February, 14th, there were no requests for Mr [redacted] account to be cancelledAll accounts receive a letter upon cancellationMr [redacted] had not reached out to member services about his account, prior to his email to support on February 14thAs of today, the members services team has processed a refund as a courtesy of $The account is completely closed and Mr [redacted] not be billed going forwardWe consider this case closed

Complaint: 1***
I am rejecting this response because:While I appreciate the apology and that my account was closed, the point of all of this was that the website does not disclose upfront that a premium membership (which involves fees and payment) is required to communicate with a sitterThis should be acknowledged on their site before they ask you to create an account etc.. and this was my suggested resolution which was not touched on in their responseShould they chose not to do that, it's fine- but I am sure they will have continued complaints particularly since other Revdex.com reviews of this business seem to point to this business as being in the habit of not fully disclosing information to consumers.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/05) */
*** joined and upgraded her account in October for a monthly membershipOn the registration page it states your membership will automatically renew until cancelledAll of our memberships are subscription based and will continue to
be billed until cancelled out
Typically without a record of a cancellation we do not process refunds because we are upfront about our policy
***'s account had never been cancelled which is why it did continue to renew*** reached out to our Member Services team, her account was cancelled and three refunds of $were processed as a courtesy in closing it out
At this time ***'s account is cancelled and will not be billed going forward

Hi Susmitha-Thank you for providing this feedback, and we're sorry to hear you're dissatisfied with your experience.We've reviewed your complaint and account historyIt looks like you registered and posted an ad on our site in April, May, and June Then, your account had a lull of activity,
and you posted a new ad in August 2017.During your period of inactivity, there is no record of you reaching out to cancelOur Member Services team asked for you to send us your cancellation receipt -- this goes out automatically to all customers who cancel their accountSince we have no record of you reaching out to cancel, and you were not able to produce any receipt, it seems that if you did intend to cancel, you forgot to reach out to us to do so.As a courtesy, we issued you refunds of $each on 9/12/17, plus an additional $as pro-rated refund for SeptemberThis is a total of $in refundsWe feel this is fair compensation, above and beyond our standard refund policy of a single monthPlease know that if you do have a receipt indicating cancellation prior to September 2017, you can absolutely send it our way and we'll be able to help you further.All the best to you, SusmithaHave a great week!

Sittercity.com members services received an email on Monday, February 1, from *** regarding her account asking for us to change her passwordWe have efunded her for the $background checks as a courtesyIf she has any questions, our business hours are Monday through Friday 8am until
4pm CST *** or our support line on email is: *** and we would be happy to assist her in any way we canWe consider this case closed

Sittercity is an online meeting venue for families and caregiversWe offer a subscription based serviceMs*** purchased our monthly subscription on February 22, Ms*** closed out her account after the renewal date came up on March 22, The renewal fee was declined twice, the
charge for the subscription was renewed on the April 1, Since Ms*** called in on April 13, she was eligible for a pro-rated refund of $As a courtesy today, the members service team has refunded the remaining $back to Ms***We consider this case closed

*** *** registered and upgraded his account in January of for a quarterly membershipAll of our memberships are subscription based and will automatically renew as stated on the registration pagePrior to December 1st the account had not been cancelledAt the time of ***
*** call to our Member Services team his account was cancelled and he was eligible for a prorated refund, which was processed as a courtesy in closing it outAt this time, I will be able to process the remainder of the refund, so *** *** is reimbursed for the full $renewal fee as a courtesyThis will be the remaining $31.25, which he can expect to see on his billing statement in 2-business daysNo additional refunds will be processedThe account is completely closed and will not be billed going forward

Initial Business Response /* (1000, 7, 2015/07/16) */
By way of background, the www.sittercity.com website offers parents access to thousands of caregivers in their area and around the countryFor a fee, parents can search for caregivers based on their selected criteriaParents can even post jobs
detailing their needs and requirements for a caregiver, to which caregivers respondAnd, parents generally use the www.sittercity.com website for many years while they need caregivers for their childrenBecause of this, and in an effort to avoid service disruption, membership plans to www.sittercity.com automatically renewIn fact, almost all subscription-type businesses automatically renew as a benefit to customers *** *** *** *** etc.)Sittercity's autorenewal policy is clear and conspicuous at the point of membership plan selection, at the point of checkout, and even in the terms of use, to which every member must agree to at registration and upon each subsequent login
All of that said, we do understand that some customers do not intend to autorenew their membershipAnd, it is not our business to make money off unintentional autorenewalsThat is why when Ms*** contacted us to cancel her membership we gave her three (3) full refunds of $June 23, 2015, and an additional three (3) more refunds of $on June 29, 2015, when Ms*** was not satisfied with our initial resolutionWe have looked into Ms***'s account further and realize she was only active on the web site for two (2) days after she joinedIn light of this information we have processed additional refunds for the time in which Ms*** did not use her membershipMs*** can expect to see these refunds posted to her bank statement within the next two (2) to four (4) business days
We trust this resolves this matter and hope that if Ms*** is ever in need of childcare she will visit us again

Initial Business Response /* (1000, 5, 2015/03/18) */
Previous to *** reaching out to our Member Services team his account had not been cancelledAs stated on our registration page and in our Terms of Use, all of our memberships are subscription based and will automatically renew until
cancelled***'s account had not been cancelled which is why it did continue to renew
In addition to the refunds that were already processed as a courtesy in closing out this account, I am more than happy to take care of the charges for the time that was not usedThis is strictly based off of account activityThere was activity (log-ins, messages, etc.)on this account into the month of October of
At this time we have processed one additional refund of $35.00, the November chargeThis refund will post back in 3-business daysThe account is completely closed and will not be billed going forward
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, they only refunded the first days, not Second, the RECEIPT says the payment is ONLY for monthI received no other RECEIPTSAlso I do not remember signing any agreementsIf they want to produce one with my signature, I am more than happy to lookThat said, given they didn't send any receipts and the only receipt I received was clearly indicated as a single purchase, I don't buy this anywayWe're both adultsIt is clear what you were trying to do here
Final Business Response /* (4000, 9, 2015/03/20) */
Four refunds of $have been processedThis refund is for the time on the account that the service was not used
At this time no additional refunds will be processedThe account is completely closed and will not be billed going forward

Initial Business Response /* (1000, 5, 2015/03/31) */
Hi***
Our records indicate that you offered two background checks
One for*** on February 22nd and the other for ***on February 23rd
*** completed her background check on February 24th, which is why you were
billed $***., however, has not completed her background checkOnce her background check is completed, you will be billed an additional $
*** will need to go into her Sittercity account and accept your offer for the background checkBackground checks are typically processed by TalentWise within 1-days, but they can take up to days
A refund of $will not be processed for the background check that was accepted and completed by***
If you have any other questions, feel free to reach out to our Member Services support team at XXX-XXX-XXXX

Mr*** *** registered with Sittercity.com on June 12th On June 13th 2014, Mr*** upgraded his membership to a quarterly membershipSittercity.com states upfront on the registration page and in our terms of use that all subscriptions will renew until cancelled outMr***
did not attempt to cancel out his subscription until he reached out to the members services team on February 19th 2016, at that time he received three full refunds of $each as a courtesy to himAs a courtesy, we have issued Mr*** an additional $refundThis is a total of four refunds of $each and the absolute exception for an account that has not been cancelled outMr*** subscription is cancelled and he will not receive any additional chargesWe consider this case closed

Sittercity offers a background check as an available option to sitters who utilize our siteIt was not a requirement for Ms*** complete a background check; however she did purchase one for herself on June 21, In order to complete any background check you do have to provide your
social security number, which is stated when purchasing (https://www.sittercity.com/background-checks/whats-covered)Since Ms*** does not want to continue with the background check we can absolutely refund the $back to her accountThis refund will be reflected back in 2-business daysSittercity is a public website, so we encourage Ms*** to look through our information regarding site safety (https://www.sittercity.com/sitters/child-care-jobs/5-tips-to-protect-yourself-f...⇄ are here for all support questions and can be reached Monday through Friday 8AM until 4PM CST

Initial Business Response /* (1000, 5, 2015/07/27) */
Maintaining a safe, trusted network where caregivers and families connect is paramount to SittercityTo that end, Sittercity uses sophisticated technology to identify and remove scammers from the networkAnd, we are constantly improving our
systems as scammers evolve their methods to avoid detectionWe also supplement our technology with aggressive education about online scamsFor example, shortly after registering on Sittercity, each caregiver receives an email about recognizing and avoiding common Internet scamsFrom there, Sittercity regularly reminds caregivers through emails and blog posts how to protect against scams "Safety for Sitters" web page (https://www.sittercity.com/tips-and-tools/sitters/safety-for-sitters.html ) and "Tips to Protect Yourself from Scammers on Sittercity" blog posting which addresses common scams (http://blog.sittercity.com/friday-5-tips-to-protect-yourself-from-scammers-on-s...⇄ also publishes information on scammers in its Trust and Safety Center and through its Internet Safety Center "Internet Safety" web page (https://www.sittercity.com/internet-safety.html)Sittercity urges caregivers to report suspected scammers by phone at (XXX) XXX-XXXX, by email at ***@sittercity.com or through the website at Sittercity Support

*** Thank you for reaching out to us and the Revdex.com, we appreciate you taking the time to provide feedback and we apologize for your frustrationUnfortunately, Sittercity is simply a platform where parents and sitters connect for a variety of types of caregiving (babysitting, nannies,
etc.)Rates are negotiated and agreed upon between parents and sitters, and we are not a part of the transactionThis is all detailed in our Terms of Use - sections & specifically: https://***That said, we take complaints of criminal activity seriouslyIf you feel there is a profile (or profiles) on our site that is (are) criminal in nature, please reach out to our Member Services team with the profile links and we'll be investigate immediatelyIn turn, if you think there is a safety concern in a profile (or profiles), I'd encourage you to reach out to your local police departmentThank you again for taking the time to reach out to us and please do not hesitate to reach out directly if you would like to discuss further

Hi ***Thanks for reaching out and I apologize that you were unable to get a hold of our Member Services team I reviewed your account and it appears that you registered under our monthly subscriptionAll of our memberships are Subscription based and automatically renew, as stated on the
registration pageKeep in mind, you are able to turn this off at any time by going into your Account Settings and selecting "Downgrade to Basic."This email confirms I have gone ahead and cancelled your Premium membership today and you will not receive any additional charges moving forward.We have also processed two refunds in the amount of $each, which you can expect to see on your billing statement within the next - business days.If you need anything else, feel free to reach outWe're here to help

Hi Carolina!We've already connected with you and addressed your issue, and we believe there was simply a delay in us getting this notice from Revdex.comIf you need any further help, please do let us knowOtherwise, we think you're all set!Hope you're having a great week:)

Initial Business Response /* (1000, 6, 2015/02/23) */
The Manager of our Member Services team reached out to*** on Friday, February 20th to further discuss the billing on her account*** declined to connect with our team at this time
As the previous representative stated, all of our
memberships are subscription based and will automatically renew until cancelledOur Member Services rep did provide a copy of our registration page to*** for her reference of our policy
In addition to the refunds already processed, we are able to do an additional for a maximum of monthsFour refunds of $have been processed and will post back in 3-business daysAt this time six refunds of $have been processedA total of $refunded
At this time,***'s account is completely cancelled and will not be billed going forward
Initial Consumer Rebuttal /* (3000, 8, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptableThe copy of Sittercity's registration page is irrelevantOn November after I registered for one month, I received the following email:
Hi***,
Thanks for your purchaseThis email is your receipt, so please keep it for your records
Item purchased: month
Credit Card billed: visa ending in XXXX
Amount billed: $
Have questions? Check out our help center to find answers
Thanks,
The Sittercity Team
As you can see there is NO mention of an automatic renewal and it is clearly stated as a month purchase
Further more, I NEVER received any statement, emails, notices, ads, etcafter this one time purchaseIt looks as though Sittercity was trying to disappear
This is clearly a deceptive practiceIf Sittercity had no intention of being dishonest, they would have sent monthly statements, and at the very minimum a yearly recap
At this time, I am requesting the company refund me the rest of what is owed: $
Thank you
Final Consumer Response /* (4200, 12, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I acknowledge the receipt of six refunds of $out of the $SitterCity has drawn out of my bank account without my permission
Item purchased: month
Credit Card billed: visa ending in XXXX
Amount billed: $
Have questions? Check out our help center to find answers
Thanks,
The Sittercity Team
As mentioned in a previous email, The balance owed by this company is still $
SitterCity's response brings nothing new to the discussion and doesn't offer resolution to my complaint
Final Business Response /* (4000, 14, 2015/03/25) */
Sittercity has processed six refunds as a courtesy in closing out this account*** has declined any attempt to connect with our Member Services team ManagerAt this time no additional refunds will be processed

Colleen *** registered and upgraded her account in December of for a quarterly membershipAll of our memberships are subscription based and will automatically renew as stated on the registration pagePrior to January 4th the account had not been cancelledAt the time of Colleen
*** call to our Member Services team her account was cancelled and she was eligible for one full refund, which was processed as a courtesy in closing it outColleen *** followed up via email and was processed two additional courtesy refunds from the supervisor of members servicesShe can expect to see this on her billing statement in 2-business daysNo additional refunds will be processedThe account is completely closed and will not be billed going forward

Initial Business Response /* (1000, 6, 2015/09/14) */
Hi Ljubica,
Thanks for reaching outAt this time I have gone ahead and processed a refund of $for your June monthly chargeYou can expect to see this refund post back to your credit card statement in 3-business days
Your
account is completely cancelled and will not be billed going forward

Initial Business Response /* (1000, 5, 2014/11/13) */
On February 5, *** upgraded her account from a basic to a premium membershipOn the registration page it does state that all memberships are subscription based and will automatically renew until they are cancelled
The account was
then renewed for the quarterly subscription on May 5, and August 5, On November 5, we attempted to renew the subscription, but were unable to process paymentThis was a failed attempt to collect paymentA payment declined email was also automatically sent to *** at this timeOn November 10, there was another attempt to collect paymentThis again was also a failed attempt and no payment was collected at that timeAn additional "payment declined" email was sent to the customer
While we do not have a record of the cancellation, we definitely do not want to disappoint and have processed two refunds of $for May and August *** has not been billed since that time
Please know these refunds will post back in 2-business days and the account is completely cancelled and will not be billed going forward