Back-Up Care 4+

Bug and editing issues

The app is very handy in booking the reservation but editing the reservation is a nightmare.. have seen lot of bugs where canceling doesn’t give back the hours, after clicking cancel it doesn’t cancel. Terrible experience with the changing any reservation.

Badly designed

They need to fire whoever makes the app and website. It’s so bad it hurts. The texts and emails make zero sense. The text is filled with place holder question marks. The emails say to confirm your booking or you’ll lose it but there’s nothing to confirm. The website claims to be an email. And the app shows “Requested” even when your booking is actually confirmed. On top of that, 99% of the time they cancel or tell you they couldn’t find anyone for tomorrow at 10pm after it’s too late to make any other arrangements. And the option to use “out of network” care instead is incomprehensible. Then the service called me to ask if I wanted to babysit. I explained I was the parent, not the sitter. Then they hired the sitter and instead of giving them my name they somehow gave the name of a previous sitter and the name of our pediatrician. We’ve tried booking 10 times and it’s only been successful once. Between technical errors, sudden cancellations, no shows, and just generally not being able to find a provider.

Developer Response ,

Thank you for bringing this to our attention. We would love to be able to connect with you to further investigate the issues you are having. Please reach out to the Mobile App Team by sending an email to bucamobile.onesupport@brighthorizons.com.

Designed to make it impossible to use services

The user experience of this app makes it impossible for you to schedule back up care. After filling out 15 fields, the app will tell you that you need to exit the flow to make some changes to your profile. It will force you to cancel your reservation, and come back. When you are back (and fill out the 15 fields again), it will show you the next error and force you to repeat the process. Some messages are super unhelpful along the lines of “please complete the profile”, with no clue on what aspect of the profile it is referring.

After 2 dozen tries, I gave up and opted for alternative service.

Developer Response ,

Hi and thanks so much for submitting this feedback. We understand the experience for a new user who doesn't have their profile filled out completely can be challenging, and are planning improvements in the future. In the meantime, please try submitting your initial reservation through our website, at backup.brighthorizons.com. We're currently in the process of rolling out an improved experience there. I'd also be interested in learning more about your specific experience if you'd be open to a conversation; please feel free to contact me at backupcaremobile@brighthorizons.com