Back-Up Care Reviews

If you need a terrible buggy app and a service that is useless go ahead and roll the dice. Maybe your sitter/nanny gets scheduled 1 out of 10 requests, but look out, they will cancel 1 day prior, or they will no-show. When it all lines up and you can book back up care it’s great. That just seems to never be the case anymore. Call the service line and wait on hold for 20 minutes only to hear someone say they apologize and can’t help but to try again using BackUpCare . 1 star app and 1 star for the unreliability of the services provided by the company.

The updated Backup Care app is much easier to use! Was able to book center care instantly in only a few clicks!

App is not user friendly, so used website to book back up care for nanny & recently for day care. Both the times they didn’t find back up care in my big city they didn’t inform me 24 hr before that they didn’t find care or didn’t inform me to find other available care options so unreliable care service. It would be nice if back up care does better job to find child care for essential worker.

BackUpCare works well. I find it a lot easier than the website or calling. Really good design especially for an employer benefits app.

Great little app for getting care for my kids.

We used BH for in home backup care once in February when my infant son had an ear infection, and we’ve used them 3 days a week since March 16 due to COVID. We’ve had good experiences with booking reservations, and amazing experiences with the sitters who have come, particularly from Smart Sitting nanny agency. It’s been smooth and reliable and a huge help while we are both working from home. So thankful for BH and I wish we had enough days to book sitters for the duration of this crisis!

BackUpCare is crappy: can’t even get past login screen (credentials are correct). Called their support and their support told me this: “ BackUpCare is unreliable, please don’t use it”. 🤦‍♂️

Why is this even in BackUpCare Store?

Third hour on hold (phone). No hope in sight.

This should be zero stars. You stay on hold through a crisis for 3 hours only for there to be no supervisors and to have the reps cancels all of your child’s previous existing reservations. They never have space at any facility and when you set up care on your own it’s almost impossible to get reimbursed because you can never get anyone and they are unaware of how many days you have. I have 35 days so far used 16 why does BackUpCare say I have 5 days left. My child is 8 months and I’m always crumbling to find care. They up sell the program as being so great when in all actuality the centers only hold 8 places for infants and when you live in NYC that means you won’t have a spot. It’s emergency care but I’ve had places tell me they are booked solid for months. My hospital is a big enterprise I will clearly never be able to use this service and was only give 10 additional days for Covid-19 although expected to work. You have to ask for more days although the reps have no clue how to put in to obtain them for you. It’s a mess and no managers work on weekends to oversee the employees that are cancelling peoples reservations at will. They promise to call you back but never do. Please seek assistance anywhere else this has been a disaster for my family I’m awaiting calling corporate tomorrow and writing the CEO and whoever else sits in the board of this company!

The company I work for is providing us with reimbursement for childcare during Covid-19 due to school cancellations. Which I am super great full for! The back up care is set up through bright horizons, I have set up multiple days for reimbursement care and sometimes they show up and sometimes they don’t. I have emailed multiple times and the first time the company emailed me stating they could not reimbursement me for past days. Even though the issues were not of my own, they told me to call even though I can never get through. Last week I put in almost 2 weeks of dates for reimbursement and they have still not show. Up in my profile. I have emailed multiple times and received no response. I understand that they are very busy, however if they are not going to answer in a timely fashion they should backdate due to their system having issues. It’s disappointing to be paying for childcare out of pocket because bright horizons can’t solve my issue. BackUpCare also tells me every time it can not retrieve my information.

My husband job offers this thru Frito Lay and can’t even get passed the 1 of 3 page of the request care on BackUpCare ...”an error has occurred while processing your care request.” It has said this for 4 days straight and has no other message and will not proceed. Then husband called to speak to someone and he fell asleep waiting for 2hours and 53minutes before some picked up and still couldn’t assist!!! How do y’all not know how to complete your on website applications?!!!
We will be reporting this company and posting this review on Google as well because whether or not it’s BackUpCare or the service provider for the Bright Horizon Co. there should be a better way for people to use their business especially if you have a Fortune 500 Company vouching on your behalf, this is ridiculous!!!

I have been trying to get back up care reimbursement for a month now through bright horizons and I have heard nothing from them after emailing several times and trying to call which is an absolute joke. You can’t get anyone on the phone, can’t even email through BackUpCare when you choose the option to contact them through email. I have no idea why a large company like my employer chose Bright Horizons because they are are not at all helping or following through on what we were promised from our employers. As an “essential worker” with two small kids, having childcare is pretty important, but bright horizons has basically been like “good luck.” BackUpCare itself is glitchy. I can’t even view my scheduled care. Zero stars. Absolutely NO stars!

I’ve been trying to make reservations for crisis care for over a week now. BackUpCare no longer work and always says “we can’t access and data right now” I go online and can’t find anywhere to make a reservation for crisis car. I call only to hear a message that due to higher call volumes my call won’t be answered today. It was 7am. So I emailed to get help.... 5 days later nothing still. I need help! Would love for someone to just tell me how to make a crisis reservation online. Everything changed and it’s no longer how it was when I was makings then in mid April. Fix BackUpCare , email me back something please!

Thank you for doing what you do — I read these reviews and know this doesn’t depict who you are as a company or as individuals.

Know you are appreciated and so many would be without help if it weren’t for you.

Encourage you to be honest on your website about not taking phone calls though during the crisis. It’s very hard to contact you right now.

Looked like an app I’d use as was being added as a new employee benefit but after logging all my personal information the biggest question I had was where the closest childcare center would be. That info is not available until after you enter a credit card, which I did...3 times! My info would not save though it was correct so I cancelled and tried again only to get same message. How could something so basic be broke. I don’t write reviews but when app experts roll out crap that waists my time I’m gonna let them know. Next time don’t release an app till it’s been thoroughly vetted and save us all some time.

This is one of the worst apps I’ve used. It asks me for a new pin each time I log in. It’s incredibly slow all the way around. When searching for locations, it takes my current location and then doesn’t filter in all the day cares available even when I set the miles away at 40. I’m at work trying to find the daycare by my house, and it doesn’t even list it when I input the search for the surrounding 40 miles. I know for a fact it’s within 40 miles of my work location. I wish BackUpCare didn’t just take into consideration my current location but would allow me to set the search parameters at a different location.

I understand that this is a very diff crime for everyone, but this is a very serious issue. The site is not allowing for crisis care reimbursement and it FAQ doesn’t help. Every single time, no matter what time
I call I get the same message, they can’t take my call. A lot of people depend on this, BackUpCare does not work at all I’ve tried several
Times and nothing, the website won’t let you do crisis care and the other page does not giving you a reservation number. Something changed and no one could
Help. Please do something.

Hard to believe anyone tested BackUpCare before releasing it. Super buggy. Put in new data or remove data, click save, refresh page, and it’s back to the way it was before I put in or removed data. Example: can’t unclick special needs or allergies from my kids profile, which we have never entered. Put in a mobile number as “textable” and when making a reservation, it is only “nontextable.” Try to make reservation, asking for Emergency Contacts before making the reservation except there is no screen for entering them , only Authorized contacts , which I already have done .

I have certainly had issues with BackUpCare in the past but I have noticed a lot of improvements lately. It makes it very easy to request backup care. I made sure my profile was updated online and then used BackUpCare to request care. I recommend BackUpCare if you have access to backup care at Bright Horizons.

I have not been able to get through my phone or email. I just got disconnected after being on hold 50 minutes. This was the first day my call was actually accepted rather than just being told they cannot accept calls at this time. No responses to requests through BackUpCare or email (buacmobilefeedback one) from almost three weeks ago and several times since. When I contact my company, they said they can’t help and I need to contact bright horizons. I have no idea what my next step should be.

Really easy to find emergency child care!

My son is on the waitlist for a few days of care. I can see that on the website but not on BackUpCare . ☹️

I like using BackUpCare. Would be great if I could see or edit more of my profile.

It is not at all in production quality.
(1) After logging in, I am prompted to set up a new passcode. After setting it up, I may login a couple of times using the passcode thankfully. Next time, however, after typing the passcode, it doesn’t proceed and so I have to log out. Then it asks my login credentials and them prompt to set up the passcode. (...infinite loop...)
(2) It cannot search a center near my location. It kept returning 0 result on BackUpCare , but it worked well on the website from my PC.
Bottom line: This is a useless app for now.

My company just partnered with Bright Horizon for these additional benefits, so I was excited to see what was actually offered. Upon launching BackUpCare I was led through the process of creating an account. Upon completing that, I was told to update my profile. Apparently BackUpCare doesn’t recognize my apartment’s address as an actual address. It doesn’t notify me as to why, and doesn’t offer tips as to how to fix it. Instead it blocks me from accessing any benefits and won’t save any profile updates. Very disappointing.

Supposed to have services available through work but BackUpCare after updating my profile asked for a job title which is an in editable section and everything I had updated erased. Called the phone and then they wanted all the info to start from the beginning. Try the website maybe but don’t bother downloading BackUpCare .

I cannot get the preferred caregiver through BackUpCare. I am able to see and choose the preferred caregiver; however, it never sends the request to that person, rather, someone else I don’t know gets assigned to me. Then, I have to cancel the request and call the support line every time to be able to get my preferred caregiver. So, BackUpCare is nonfunctional for me.

I registered using a computer and was told there was an app. As soon as you open BackUpCare , it crashes in 20 secs. Read through some of the reviews and saw some instructions. Deleted BackUpCare and installed again. Same thing. I guess I’ll have to stick with the computer.

This new app allows me to make care reservations fast. What a great addition to an already wonderful program.

BackUpCare suddenly started force closing on me when I try to open it. I have no other apps open, restarted my phone but nothing helps.

On an iPhone X it crashes on start if you select to remind you. Better if you use the website (that also needs some improvements but at least works).