On February 2, 2014 I
attempted to log into my Care.com account and follow-up with some applicants
who had responded to my ad for a Home Health Aide. After a few tries that only
led to error messages instead of access to my account, I clicked on their Member
Care link and sent them a message to see what the problem was.
Basic Membership to
Care.com is free and allows someone seeking a Caregiver to post an ad
describing the type of care they need. To actually communicate with a potential
Caregiver or utilize any of the other services Care.com offers requires a paid
membership, which Medicaid and Medicare do not cover. One month costs $37 or an
annual subscription costs $147.
For me, the most appealing
feature of Care.com is that members can choose to only communicate with
Caregivers who post the results of their criminal background check. This is a
huge safeguard that was worth every penny, even though it had to come out of my
$800 monthly budget.
On February 3, 2014
Care.com responded to my message alerting them to the fact that I could not log
into my account. Here is what they had to say:
Thank you for your email. After researching this
issue, we found that you previously had an account that was closed by Care.com.
Unfortunately we are unable to accept your
membership. This decision is final and irreversible. No exceptions will be made
to these terms.
I was stunned! I thought
this had to be a mistake or misunderstanding. I am a healthcare advocate with a
disability. What could I have said or done to warrant this extreme action? They
must have been hacked, I thought! So, I called them.
As it turns out, Care.com
was not hacked. They told me it could take up to a week for my membership fee
to be refunded and that I can never have a membership with them again and…here
is the kicker…they do not have to tell me why.
I’m a small statured woman
who uses a wheelchair. Obviously, I’m no stranger to being disrespected. In
fact, the last person I interviewed from Care.com had plenty of disrespectful
things to say about my lifestyle. I didn’t cause a ruckus about it though. I
just didn’t hire her.
Since Care.com refused to
tell me why they revoked my membership, I’m always going to wonder if that
judgmental interviewee complained to them about my non-traditional ways. Am I
being discriminated against because of my lifestyle? Their website states that
their goal is ”…to provide families with
as many options as possible so everyone can find the care that best fits their
unique needs.” Why am I being
excluded?
Now, let’s fast forward. On
April 18, 2018 I attempted to open a new Care.com account because I have moved
to a different state and need to assemble a whole new team of Caregivers. My
first attempt got an error message. On April 19th I tried again and
got another error message.
It’s been four years since
we parted ways. Care.com couldn’t possibly be holding a grudge, right? There
must really be a problem with their website, right?
Like I did four years ago,
I clicked on their Member Care link and sent them a message to see why I was
getting an error message. In return, I got this seemingly automated response.
Thank you for contacting us at Care.com.
While we review your submission, we’ve included some general information below
about how Care.com can help you find the perfect caregiver.
How does Care.com work?
Care.com is a self-service website where you can find and screen local
caregivers and service providers. With your membership, you can post a
job, browse through providers, and contact your preferred candidates when you
are ready to begin the screening process. By accessing background checks,
reference checks, and member reviews, you gain a greater sense of the
experience and qualifications of your emerging candidates. The general
steps include:
·
Browse caregivers by zip code or post a job to
generate applicants for your position
·
Check references and read reviews from other
members and previous employers
·
Run background checks and view other safety
verifications
·
Narrow down your top candidates for interviews, and
hire with confidence
What’s
included in the Safety Center?
The Care.com Safety Center offers
safety and hiring guides, frequently asked questions, detailed information
about our background checks, and other safety articles for your perusal.
These resources help you take full advantage of the screening tools available
with your membership, and to make the most informed decisions throughout your
search. If you have any further questions or concerns, you may also
browse our Help section.
We hope this helps, and if your specific question was not addressed in this
message, we will do our best to respond within 24 hours.
The déjà vu was getting
stronger every hour I waited for an answer. By the evening of April 19th
my impatience got the best of me and I sent Care.com a Facebook message, asking
why I was getting error messages upon trying to open an account, and this is
what they had to say…
Jane, after researching this issue, we found that
you previously had an account that was closed by Care.com.
Pursuant to the Care.com Privacy Policy and Terms
of Use, Care.com is not required to release the specific details as to why an
account has been closed.
As a membership-based online community, Care.com
reserves the right, in its sole discretion, to remove a member's Care.com
membership for any reason or no reason, with or without notice. If we terminate
your registration, we have no obligation to notify you of the reason, if any,
for your termination.
There was no error. Care.com
is still denying my membership for reasons unknown to me. Is this acceptable behavior
for a multimillion-dollar company that does business in over a dozen countries?
Where is the Customer Service? Where is the compassion? Most importantly, where
is the CARE?
If I violated Care.com’s
membership rules, it was absolutely an accident or misunderstanding. I feel I deserve
a fair trial, so to speak, before I’m handed a lifetime sentence. Instead,
their cowardly method of handling this situation will always make me wonder if
there are aspects of my life that I need to hide in order to find the kind of
care that I need to live in my own home and community.