Parkway Pet Hospital

Janice reached out to our Member Services team in regards to the billing on her account and did receive a follcall and email from our Supervisor Please see this email correspondence below.Hi Janice,Thank you for reaching back out to us. My name is Veronica and I am the
customer service supervisor with Sittercity.comI left you a message about your account. I received your information from Kim, the representative you were working with. I see that she offered you a a full refund as a courtesyWhen you signed up for Sittercity.comyou did agree to our terms of use with the service during the initial sign up portionYou also registered for a premium membershipWhen you hit subscribe you signed up for the quarterly membership, it does state on that page that all subscriptions will renew until cancelledPlease see both the terms of use and registration page attachedYou can cancel a subscription out at anytime hassle free though and we give you three ways to do soYou can downgrade to a Basic Membership in your Account Settings page prior to renewal, or give us a call or email us and we will be happy to cancel your subscription for you!Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscriptionSo, Sha was able to give the maximum amount for a refund without any record of cancellationAs a courtesy today, I have issued an additional refund of $each and this should reflect in your account in 2-business daysThis is the maximum amount of refunds that can be processed. If you have any additional questions, you can email me back or my direct line is 312-477-(tel:312-477-7107)I am here Monday through Friday 9am until 3pm CSTYou can leave me a voicemail as well.Thanks, Veronica *.At this time, we have processed a total of months in refunds ($140.00) and no additional refunds will be processed

Sittercity.com is an online meeting venue for families and caregiversWhen a sitter joins our site they are made aware that it is a public site and to be very careful with the people they interact withOn day of a sitters initial sign up they receive an email that states all information
regarding scam activity that can occur on Sittercity.comUnfortunately, since we are not an agency, we are unable to get involved in an monetary activity that has happened off of our siteWe have refunded *** background check as a courtesy, however we will not be able to get involved past that point

Initial Business Response /* (1000, 6, 2015/08/20) */
Hoda reached out to our Member Services team on July 30th, see emails below:
Hello,
I did a premium subscription with your services on July I never agreed to be on automatic renewalI just noticed when I got my credit card bill
today that you actually charged me in July and now in July (I signed in and reviewed my account and you definitely do not make it clear you intend to keep subscriber credit card information and charge them automatically without informing them!)
This is unacceptableYou never send me a bill or an e mail alert in or to alert me you still have my credit card and intend to charge meI have not used your website or services since the summer of
This is a serious matter that reflects very poorly on your business practices and leads someone to believe you handle your sitter services with the same level of deception! Please have someone in a management position call me ASAP
I expect you to close my account immediately and make sure you do not keep any of my information, specially my credit card information
Name Hoda ***
Cell ***
E mail ***@aol.com
I would ask that you give this matter immediate and serious attention
Thank you,
Hoda ***
Hello,
I would like to add that I am formally requesting a full refund for both and charges, a total of $
In reviewing how you set up the manage account/account setting, someone would not actually guess they are on automatic renewal until they actively either look for it or try to change/cancel the subscription
And with you not sending an alert before charging or a receipt after you charge, the only manner someone could pick up on the charge if they carefully review their credit card bill
What is even more interesting is how you answer the request for refund if someone supposedly forgot to cancel their subscription and the days rule: so in my case you charged me on July 1st without notifying meI received my credit card bill today on July 30, and now you talk about pro-rating based on the days rule(very slick)
What is scary, I was recommending your site to so many people but never even thought I was still being charged and still had an active subscriptionI would say, I used it in and although I never hired anyone through it, I thought it was goodUnbelievable! Shattered trust!
Hoda
Mobile: (630) 453-
On July 31st a Member Services team member responded to Hoda's emails, see below:
Hi Hoda,
We appreciate you taking the time to reach out to us
I reviewed your account and it appears that you registered under our annual subscriptionSince all of our memberships are automatic renewal subscription based memberships, they will continue to renew until canceledThis is 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."
Because there is no record of cancellation for this membership, your annual subscription did continue to renewThis email confirms I have gone ahead and cancelled your Premium membership today and can confirm that you will not receive any additional charges moving forward
Typically without a record of cancellation, all we are able to issue is a prorated refund of the most recent chargeHowever, I was able to get the full refund of the most recent charge approved for you today as a courtesyYou will receive one refund of $95.00, which you can expect to see on your billing statement within the next - business days
IF you have any additional questions in regards to the billing on your account, please feel free to give our Member Services department a call directlyOur number is 888-748-
I hope you have a nice weekend
Thanks,
Tiffany P
The Sittercity Team
Hoda sent in the following response, see below:
Hello,
Your response is unacceptable and insufficientI have the right for full refund for the past yearsI have filed a complaint with the Chicago Revdex.com and will be pursuing further actionI still expect someone in a leadership position at your organization to call me ASAP
Hoda
Mobile: ***
The supervisor of Member Services reached out to Hoda via phoneAt this time both the annual renewal charges from and have been refunded
Initial Consumer Rebuttal /* (2000, 8, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the refund so I am satisfied with that partI still believe they have deceptive business practices and I got the distinct feeling they are not intending to change their practices

Initial Business Response /* (1000, 5, 2015/05/04) */
*** joined Sittercity and upgraded her account on October 2, for a monthly membershipAs stated on the registration page, all of our memberships are subscription based and will automatically renew until cancelledKeep in mind all of
our members have the ability to turn their auto-renew on and off directly from their account settings***'s account had not been cancelled, which is why it did continue to renew
Normally without a record of a cancellation, we do not process refundsAt the time of ***'s call to our Member Services team, we cancelled her account out as well as processed courtesy refunds of $in closing it out
***'s account is completely cancelled and will not be billed going forwardHer refunds will post back in 3-business daysAt this time no additional refunds will be processed

Initial Business Response /* (1000, 5, 2015/06/04) */
*** *** registered on sittercity.com for three separate accounts using the following email addresses
***@hotmail.com
***@hotmail.com
***@outlook.com
Under each of these account she posted a job, for a
total of three jobs posted on our websiteOn May 31, *** chose to upgrade her account by purchasing a paid subscription based membership on the account under this email address, ***@hotmail.comAfter the purchase of her membership, her account went into a premium status, giving *** access to communicate with sitters on the site
On Sunday, May 31st, *** submitted a request to our Member Services team, using extremely profane language, demanding her money backAt that time we cancelled her paid account and processed a refund in full of $This refund will post back in 3-business days from the time it was processed
All accounts are in a basic status and are not being billed

Initial Business Response /* (1000, 5, 2015/07/27) */
[redacted] reached out to our Member Services team on July 19th. Please see our correspondence below.
[redacted] Jul 19 09:33
Sittercity-
You should be ashamed of yourself for not being upfront with the auto-renewal...

subscription. You have completely mislead me in believing I have subscribed to the service on a one-time basis.
This is totally unethical and I would never recommend this service to anyone. [redacted] is a much better service, even if they are the pricier alternative, I do not have to worry about being scammed.
[redacted] Jul 20 05:17 (assign)
Hi [redacted],
Thank you for reaching out to us.
I reviewed your account this morning, and it looks like you had registered for a monthly subscription to our Premium Membership in April. Because our memberships are subscription based, they will continue to renew until canceled as stated on the registration page.
In the future, you can always downgrade to a Basic Membership in your Account Settings page prior to renewal, or give us a call or email us and we will be happy to cancel your subscription for you.
But I've taken care of this today and have cancelled your Premium membership. You will not receive any further charges to this account.
Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I spoke with my supervisor about your account and have secured authorization to process three full refunds for the most recent renewals as a courtesy. This is a full refund for all transactions occurring in the past 90 days and is the maximum amount of refunds I am able to process. You can expect to see these three refunds in the amount of $35.00 each on your billing statement within the next 3 - 5 business days.
If you need anything else, feel free to reach out. We're here to help.
Thanks,
[redacted] M.
The Sittercity Team

[redacted] registered and upgraded her basic account in March of 2015 for a monthly membership. All of our memberships are subscription based and will automatically renew as stated on the registration page and in our terms of use. Prior to April 16th, the account had not been cancelled. [redacted] did...

not reach out to member services about her account. As of today, the members services team has processed three refunds as a courtesy of $35.00 each . The account is completely closed and will not be billed going forward. We consider this case closed.

Initial Business Response /* (1000, 5, 2015/03/31) */
When a user registers our our site and decides to upgrade, they are given three choices of membership all of which are subscription based. On that registration page we do state that the membership will continue to renew until cancelled, this is...

also stated in our terms of use, and in the member's account settings.
Keep in mind we do give all of our members the ability to turn the auto-renew on and off directly from their account settings, as well as two other ways to cancel. Accounts can be cancelled at any time. We also offer a full refund for the most recent charge if a member cancels within five days of the last billing date.
[redacted] upgraded her account to a paid premium membership and had never cancelled which is why it continued to renew.
At the time of her call to our Member Services team she spoke with a representative as well as her call was escalated to management.
Normally we do not process refunds because we are up front about our policy, but [redacted] was definitely the exception. We not only took care of the charges that occurred in 2014, we also refunded all of 2015. [redacted] received a refund of $350 in total.
At that time the account was completely cancelled and will not be billed going forward.
No additional refunds will be processed on this account.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from SitterCity. They are engaging in fraudulent billing practices, as testified to by numerous consumers (see below).
I canceled my membership within the initial 3 month period for which I signed up. And should never have been billed another dollar. Instead, SitterCity billed me over $1,000 for a service that I had canceled.
Moreover, SitterCity did not once in four years send me a single invoice, bill, or any other notification to let me know that I was continuing to be billed on a quarterly basis. Just imagine any other business ([redacted] etc.) billing for 4 years without sending one notification or invoice!
Although SitterCity claims that I was "definitely the exception" a quick look online reveals that many other SitterCity customers have had the exact same problem that I experienced. These customers canceled their SitterCity memberships but continued to be billed, without receiving any notification.
Here is a sampling of complaints submitted by other consumers on Yelp's page for Chicago - http://www.yelp.com/biz/sittercity-chicago-8
"I haven't logged into citysitter since 2013 and just realized they have been silently charging my credit card $140 every year since. They send no e-mail communication regarding the renewal and the only way you'll know is by checking your credit card statement. Luckily, I was able get a refund for this year, but even though I didn't login to the website, received no communication from them, I'm out $140 for a service I didn't use in 2014. Booh!!!"
And
"This company is deceitful and will continue to bill you monthly. Check your card statements. They will only refund you for 3 months if you complain. Awful, awful, awful."
And
"This site is a SCAM. I paid up front for a quarterly subscription and they continued to charge me for a year even though I had cancelled and removed my add online! I received no email verification or notice that I was being renewed again and charged. All they would refund is a month. "
And
"STAY AWAY!!!!! Once you give them your credit card they don't stop charging!!!!!!!!!!!!!!!!! They are shysters. Don't believe their 1 month only option!!!!!!!!!!!!!!!!!!!!!"
Clearly, SitterCity is engaging in deceptive business practices and it is incumbent upon the Revdex.com of Chicago to take action.
Final Business Response /* (4000, 9, 2015/04/08) */
As the customer stated in her initial statement, this account continued to renew and had not been cancelled. We have no record of a cancellation as well as no record of communication to our Member Services team via phone or email.
We have processed a courtesy refund for all of 2014 and 2015, which is the exception. Again, this is a subscription based service and we are up front about this policy on our registration page when a user upgrades to a paid premium membership.
At this time no additional refunds will be processed on this account.
Final Consumer Response /* (4200, 11, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from SitterCity. They are engaging in fraudulent billing practices, as testified to by numerous consumers. In fact there are 83 complaints listed with the Revdex.com for the last 3 years, most for the exact same fraudulent business practices that I experienced. See here: http://www.Revdex.com.org/chicago/business-reviews/nanny-service/sittercity-in-c...⇄
I canceled my membership within the initial 3 month period for which I signed up. And should never have been billed another dollar. Instead, SitterCity billed me over $1,000 for a service that I had canceled.
Moreover, SitterCity did not once in four years send me a single invoice, bill, or any other notification to let me know that I was continuing to be billed on a quarterly basis. Just imagine any other business ([redacted] etc.) billing for 4 years without sending one notification or invoice!
Although SitterCity claims that I was "definitely the exception" a quick look online reveals that many other SitterCity customers have had the exact same problem that I experienced. These customers canceled their SitterCity memberships but continued to be billed, without receiving any notification.
See the Revdex.com complaints or look at this sampling of complaints submitted by other consumers on Yelp's page for Chicago - http://www.yelp.com/biz/sittercity-chicago-8
"I haven't logged into citysitter since 2013 and just realized they have been silently charging my credit card $140 every year since. They send no e-mail communication regarding the renewal and the only way you'll know is by checking your credit card statement. Luckily, I was able get a refund for this year, but even though I didn't login to the website, received no communication from them, I'm out $140 for a service I didn't use in 2014. Booh!!!"
And
"This company is deceitful and will continue to bill you monthly. Check your card statements. They will only refund you for 3 months if you complain. Awful, awful, awful."
And
"This site is a SCAM. I paid up front for a quarterly subscription and they continued to charge me for a year even though I had cancelled and removed my add online! I received no email verification or notice that I was being renewed again and charged. All they would refund is a month. "
And
"STAY AWAY!!!!! Once you give them your credit card they don't stop charging!!!!!!!!!!!!!!!!! They are shysters. Don't believe their 1 month only option!!!!!!!!!!!!!!!!!!!!!"
Clearly, SitterCity is engaging in deceptive business practices and it is incumbent upon the Revdex.com of Chicago to take action.

We sincerely apologize for any misunderstandings that Ms. [redacted] had when signing up for Sittercity.com. Sittercity is simply an online platform that offers as a meeting venue for families and caregivers to interact. It is free to sign up with Sittercity as a parent and you can post a job and search...

for sitters in your area. If a parent receives interest in their applications and they would like to connect with the caregivers, the account holder would need to upgrade to the paid premium membership. The paid membership offers, a secure messaging platform between sitters and seekers. The parent also has the ability to leave reviews for sitters with the paid membership. The basic and premium membership details are provided during the initial registration portion. Ms. [redacted]’s information will not be shared with any other site. We have closed out Ms. [redacted]’s account, so she will not receive any emails moving forward. If she has any additional questions or concerns, we encourage her to reach out to us at [redacted]

We apologize for the disappointment, but have passed your feedback along to share with the broader business.  If there is anything else we can do, please let us know.  We're here to help!

Please see note below from Sittercity's legal counsel. Dear Ms. [redacted] I received your correspondence dated Wednesday, January 13, 2016. I appreciate you taking the time to write to us about your billing concerns. In all, you have opened three separate, paid Sittercity accounts. And, among...

these three accounts, Sittercity has refunded you on four separate occasions a total of $638 as a result of your claim that you did not intend for your membership(s) to auto renew. For the reasons set forth below, Sittercity is unwilling to refund you any more money. First and foremost, please understand that we automatically renew memberships as a convenience to our customers so that customers are able to continuously access the Sittercity service without service disruption and without having to re-register and/or re-enter credit card information. As a subscription-based service, the overwhelming majority of parents/customers use our service over a long period of time as childcare needs ebb and flow. In order to accommodate customer needs, automatically renewing memberships make the most sense. In fact, almost all subscription-type businesses automatically renew as a benefit to customers ([redacted] And, the Sittercity website makes abundantly clear that memberships automatically renew at the same subscription that is originally selected. The Sittercity website also makes clear that there are three methods to turn off the auto-renew feature and/or cancel your membership: by calling member services; by emailing member services; and, by changing your account settings. You are no doubt familiar with these three methods as you have taken advantage of each of them. All of that said, we do understand that sometimes customers forget about their account or do not intend to autorenew their membership. And, it is not our business to make money off unintentional autorenewals. That is why we have returned to you a total of $638 over four separate refunds despite your clear familiarity with the automatically renewing nature of the Sittercity service, as evidenced by your contacts with member services and you having turned off auto-renew three different ways. Member ID [redacted] - Email Address: [redacted]By way of background, your use of Sittercity began on April 16, 2008, under member ID [redacted] when you registered for a monthly membership. Your initial use of Sittercity under member ID [redacted] spanned nearly three years (April 2008 to July 2011), including account activity in the following months: April 2008; May 2008; June 2008; July 2008; September 2008; October 2008; November 2008 ; January 2009; February 2009; March 2009; April 2009; August 2009; October 2009; November 2009; June 2010; and, July 2011. Within this nearly three years, you turned off the auto-renew feature in your account setting twice, on January 11, 2009 and October 19, 2009. Clearly, you were familiar with and benefitted from your automatically renewing membership as evidenced by your repeated use of the Sittercity service month after month. And, it is also clear that you were familiar with your ability to turn off the auto-renew feature in your account settings, which you did twice. On July 17, 2012, you reinstated your account under member ID [redacted] Once reinstated, your use of Sittercity under member ID [redacted] spanned eight months (July 2012 to February 2013), including account activity in the following months: July 2012, August 2012 and February 2013. Clearly, again, you were familiar with and benefitted from your automatically renewing membership. Despite this account activity and your demonstrated ability to turn off the auto-renew feature, pursuant to your request on March 11, 2013, member services processed a total of four refunds for $35 as a good will gesture (two on March 12, 2013 and two on March 20, 2013), for a total of $140. On April 22, 2014, you went back into your account settings and reinstated your account under member ID [redacted] and posted a job, received and sent messages. On January 3, 2016, pursuant to your request, member services processed a total of six more refunds for $35 for a total of $210.Member ID [redacted] - Email Address: [redacted]On July 11, 2011, you created another account under member ID [redacted] when you registered for a quarterly membership. Then, on April 16, 2013, you emailed member services to cancel membership ID [redacted] and member services processed a total of three refunds for $70 for a total of $210.Member ID [redacted] - Email Address: [redacted]Finally, on April 10, 2012, you created another account under member ID [redacted] when you registered for free membership. Your use of Sittercity under member ID [redacted] spanned nearly three years (April 2012 to December  2014), although you were not charged until August 1, 2014, when you upgraded to a monthly membership. On December 16, 2014, membership ID [redacted] was canceled and member services processed a total of two refunds for $39 for a total of $78.Sittercity makes it clear that memberships automatically renew at the same subscription as originally selected unless and until you turn off the auto-renew feature or cancel your membership through your account settings or by emailing members services or calling member services. It is clear that you knew that your Sittercity membership automatically renew and it is also clear that you knew how to turn of the auto-renew feature. Despite this, Sittercity refunded you $638 across three separate accounts. As such, we consider this matter closed.Best regards, [redacted]

Initial Business Response /* (1000, 5, 2014/10/24) */
Sittercity offers subscription based memberships that are all set to automatically renew as stated during registration until they're cancelled. Each member has the ability to turn the auto-renew on and off directly from their account settings...

on their profile.
[redacted] registered and opened an account in April. Since that time the account had not been cancelled, nor do we have any record of an email or phone call to cancel the membership. Because we are up front about our subscription based policy, we normally do not process refunds for auto renewals, but when [redacted] reached out to our Member Services team on October 22 by phone to cancel, we went ahead and processed two refunds of $35.00 as a courtesy in closing out the account.
This account is completely cancelled and will not be billed going forward.

Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This reply does not address the discussion with the representative[redacted] where she gave the option to 'credit' the amount of $105 back to my account. If Sittercity really 'keeps' record of all the phone calls then they should also have recorded this.
I am also sure that I called them in May 2014 to cancel.
On the other note - one line message at the bottom of the subscription page does not really justify Sittercity's 'being upfront' policy. If they 'require' the user/member to provide their e-mail, then they should be 'communicating' with them about their billing/monthly charges to members cards/accounts. In the past 5 months, I have not received a single e-mail from them with any record that indicates that I have an active account with them. This is simply taking advantage of customers whether they use your services or not....how is this a legitimate business?
Final Consumer Response /* (4200, 11, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This reply is not related to my concern. I am not asking any clarification on account cancellation and future billing.
I am expecting a refund from Sittercity for the amount that they charged to my account fraudulently($105).
Final Business Response /* (4000, 13, 2014/11/13) */
Please know it was never our intent to disappoint[redacted] While we do not have a record of the cancellation we're going to go ahead and take care of these additional charges for her.
At this time three refunds of $35 have been processed. A total of $105, will post back to her credit card statement in 3-5 business days.

Initial Business Response /* (1000, 5, 2015/01/13) */
[redacted] originally reached out to our Member Services team via email on Saturday January 10th.
We responded to her concerns on Sunday January 11th, see below.
Hi [redacted]
Thank you for reaching out to us.
It looks like you had registered for...

a monthly subscription to our Premium Membership. Because our memberships are subscription based, they will continue to renew until canceled as stated on the registration page.
In the future, you will just want to downgrade to a Basic Membership in your Account Settings page prior to renewal to cancel your subscription. If it is easier, you can always give us a call or email us and we will be happy to cancel your subscription for you!
But I've taken care of this today and have cancelled your Premium membership, effective immediately. I have also closed your account for you today and can confirm that you will not receive any further charges to this account.
Typically, without a record of cancellation, we are only able to issue a prorated refund for the time remaining on an active subscription. However, I spoke with my supervisor about your account and have processed the maximum refund for the last 60 days. You will receive two refunds in the amount of $35.00, which you can expect to see on your billing statement within the next 3 - 5 business days.
If you need anything else, feel free to reach out. We're here to help.
At this time we have also responded to her concerns via Facebook. Her account is cancelled and as a courtesy we did take care of the last 60 days in refunds for her.
[redacted] will not be billed going forward.

Initial Business Response /* (1000, 5, 2015/06/01) */
[redacted] registered and upgraded her account in August of 2014 for a monthly membership. All of our memberships are subscription based and will automatically renew as stated on the registration page.
Prior to Friday, May 29th, the account had...

not been cancelled. At the time of [redacted]'s call to our Member Services team her account was cancelled and 3 refunds were processed as a courtesy in closing it out.
In December 2014 there was a failed transaction on [redacted]'s account as we attempted to renew her membership for the month. On December 26, 2014 a payment declined email was sent to [redacted]. Still at that point, [redacted] did not cancel her account. A few days later the attempted transaction did go through and the membership continued.
In addition to the refunds that were already processed, we have gone ahead and processed an additional 2 refunds of $35.00, which will post back in 3-5 business days. At this time 5 refunds of $35.00 have been processed, in closing out this account. No additional refunds will be processed. The account is completely closed and will not be billed going forward.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/04) */
Hi[redacted]
Thanks for reaching out and so sorry for the mix-up here. It appears that you had two accounts. One under the email [redacted] and one under, [redacted]
Your accounts have been cancelled and closed. Three...

refunds of $35.00 have been processed. These refunds are for the following months: December, January, and February. You can expect to see these refunds post back in 3-5 business days.
Your account will not be billed going forward.
Please do not hesitate to reach out, should you have any other questions.

Initial Business Response /* (1000, 5, 2015/01/29) */
[redacted] reached out to our Member Services team on January 28, 2015. The representative she spoke with did refund the maximum they were authorized to do so, which was a total of 90 days. A $70.00 refund was processed at that...

time.
[redacted]'s situation was escalated to the Supervisor of Member Services. An additional refund of $70.00 was processed.
[redacted]'s account is completely closed at this time and will not be billed going forward. Both refunds will post back in about 2-4 business days.

Initial Business Response /* (1000, 5, 2014/08/19) */
Sittercity offers subscription based auto-renewing memberships, as stated during the registration process. Every user has the opportunity to turn their auto-renewal off, directly from their own account if they would only like to use the service...

for a limited time.
[redacted] upgraded her account to a paid membership on February 8, 2014 for a monthly subscription based membership. The account was never cancelled, which is why it did continue to auto-renew.
Normally, when a member calls to cancel and they've already been billed for the next cycle, we will process a prorated refund for the time remaining on the membership.
As a courtesy, we were able to process two full months in refunds, to cover the last 60 days. She received two refunds of $35, which we processed on August 14,2014. Refunds do take 2-4 business days to post back.
At this time the account is completely closed out and will not be billed going forward.

Initial Business Response /* (1000, 5, 2015/05/28) */
All of our memberships are subscription based and do automatically renew until cancelled as stated on the registration.
Because we are up front about this policy, we normally do not process refunds in full, unless the account is cancelled...

within five business days of the last charge.
[redacted] account had not been cancelled, which is why it did continue to be billed. At the time she reached out to Member Services a prorated refund of $43.96 was processed for the time remaining on her account. As a courtesy we have gone ahead and processed an additional refund of $70 as well as the remaining balance on the most recent charge, a refund of $26.04.
The account is completely cancelled and will not be billed going forward.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am satisfied with the amount refunded to me, I cannot excuse this business's predatory behavior. Their membership offerings are clearly meant to confuse and deceive their customers. They should not offer memberships of specified lengths (1 month, 3 months and 1 year) if in fact every membership is recurring. Yes, upon reinspecting their membership sign up page, I do see the fine print that states that all memberships are recurring unless canceled by email or phone, but in my mind, this only amounts to legal theft. Clearly, they have not set it up this way to better serve their customers, and still refuse to right this wrong despite this issue being the number one complaint against them. I certainly would not use their website in the future and will not recommend that anyone else does either. When looking for a caregiver for my precious child, I need to know that every party involved in that search is trustworthy and ethical, and clearly this is not the case with sittercity.com..

[redacted] registered and upgraded his basic account  for a quarterly membership. All of our memberships are subscription based and will automatically renew as stated on the registration page. Prior to February, 14th, there were no requests for Mr. [redacted] account to be cancelled. All...

accounts receive a letter upon cancellation. Mr. [redacted] had not reached out to member services about his account, prior to his email to support on February 14th. As of today, the members services team has processed a refund as a courtesy of $70.00 . The account is completely closed and Mr. [redacted] not be billed going forward. We consider this case closed.

Initial Business Response /* (1000, 5, 2014/12/05) */
Hi [redacted]
Thanks for reaching out and please know it was never our intent to disappoint you. I apologize that you were unable to connect with a representative. We do offer phone support Monday through Friday, 8am-4pm CST at...

XXX-XXX-XXXX.
All of our memberships are subscription based and are all set to automatically renew as stated on the registration page, until cancelled.
We do give each member the ability to turn their auto-renew on or off directly from their account settings.
Because we are upfront about our policy, we normally do not process refunds, but we definitely want to get you taken care of today.
I did locate two accounts. One is under the email, [redacted]@gmail.com, and the other one is under the email, [redacted]
The account that had been closed was actually a basic account, under the email,[redacted]@gmail.com, and had never been billed. The paid account was under the email, [redacted]@MED.NAVY.MIL and is still active.
At this time your paid account is completely cancelled and two refunds of $35 were processed. You will see both refunds post back in 3-5 business days and will not be billed going forward.
Feel free to reach out if you have any additional questions, we're here to help.