BBB Accredited Business since

AuPairCare, Inc.

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Phone: (800) 428-7247 Fax: (415) 434-5415 View Additional Phone Numbers 600 California St Fl 10, San Francisco, CA 94108 http://www.aupaircare.com


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Description

This company offers Nanny services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that AuPairCare, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for AuPairCare, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 25 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

25 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 8
Delivery Issues 5
Guarantee/Warranty Issues 2
Problems with Product/Service 9
Total Closed Complaints 25

Customer Reviews Summary Read customer reviews

1 Customer Review on AuPairCare, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: September 05, 2000 Business started: 01/01/1989 Business started locally: 01/01/1989 Business incorporated 06/27/2000 in CA
Type of Entity

Corporation

Business Management
Ms. Sarah McNamara, Director of Client Services
Contact Information
Principal: Ms. Sarah McNamara, Director of Client Services
Number of Employees

400

Business Category

Nanny Service Child Care Referral Child Care - Infant Baby Sitters

Service Area
This company services the Nationwide.

Customer Review Rating plus BBB Rating Summary

AuPairCare, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 600 California St Fl 10

    San Francisco, CA 94108 (415) 434-8788

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/29/2016 Problems with Product/Service
5/11/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrongful termination of contract. Misrepresentation, emotional Distress, cancelling contract and left with consequences

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 10, 2015/12/22) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. Our client services team has been in close contact with this customer. In an effort to part ways amicably we provided the customer with an exception to the refund policy as stated in the signed Host Family Agreement. We are currently awaiting a response on how they wish to proceed. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 16, 2016/02/25) */ HI, We would like to request a total of 5700 dollars back for this case. We used 4.5 months of the service and were expecting a full years worth of service from them. However, our Au Pair had some family issues she needed to fix and so we let her go on her vacation for 2 weeks, and was expecting her to return back to the United States after that. The day after she left, we got a phone call from our Au Pair letting us know that the Au Pair Agency had fired her and that she was NOT going to return to us after two weeks. The Agency never notified us that they were firing her, and never gave us proper notice to make other arrangements for childcare after the two week leave. What makes it worse is after we found a different Au Pair they hired they other Au Pair that they fired back. We are requesting the funds to be credited back to our credit card. We made total payments of over 8000 to this agency, and we figured with the 6 weeks that we had to piece childcare together this is the minimum they should return to us. The fired Au Pair can also tell you the nightmare that she went through as well (from this agency). We are still in regular communication and good friends. If you have any other questions feel free to contact us at XXX-XXX-XXXX. ******* Final Business Response /* (4000, 19, 2016/03/11) */ We are sorry to learn the customer continues to be frustrated with their program experience. Unfortunately, we are unable to provide any additional financial consideration beyond the original offer. AuPairCare will accept their response as a formal request for a refund and will process the refund according to the financial exception provided.

2/26/2016 Problems with Product/Service
12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed to comply with its Host Family Agreement, failed in its role as a State designated Sponsor and misled by not disclosing its re-matching process When we completed the AuPairCare application, we selected "Special Needs" as one of our two boys has been diagnosed with ADHD. On Aug 3, the Regional Director suggested removing the "Special Needs" designation would open up the pool of available au pairs. She also said that this designation on was meant to describe children with severe mental or physical disabilities. Our son is classified as "Special Needs" at school and, as such, given accommodations. But, according to the email from AuPairCare, the Special Needs definition could be removed if our child did not require "Specialized Care." As our son does not require "Specialized Care" per AuPairCare's examples (e.g. routine medication, non-typical emotional development, exposure to violent outbursts), we gave approval. Although AuPairCare removed the "Special Needs" designation, we advised the woman who became out au pair that our son has ADHD. On Aug 8, the host father signed the "2015 AuPairCare Host Family Agreement" to enter into a 12 month program. One of the reasons we signed the contract was that it specifically stipulated under the "Au Pair Placement Changes" Section 28, that "Host is hereby advised and understands that AuPairCare requires an initial adjustment period of 60 days following the au pair's arrival before any placement change is considered." Since it didn't state otherwise and since the Au Pairs are of legal age, it was our understanding that the required 60 day adjustment period mandatory for both the Host and the Au Pair. During this meeting, the AuPairCare Regional Director did not discuss Au Pair Replacement or Transition, should something go wrong. We believe that AuPairCare's failure to disclose the details/timeline its Re-matching Process prior to our signing the "2015 AuPairCare Host Family Agreement" was intentionally misleading. The au pair came to our home on Sept 17. During the following 5 days, she spent little time interacting with our boys. Most of our conversations were about her wanting a different phone (we eventually got her a very expensive iPhone). On September 22, the au pair told the host father and the AuPairCare Regional Director that she wanted a placement change citing that she did "not feel she could take care of the boys." In fact, AuPairCare, as a Department of State designated Sponsor, should never have placed the au pair in our home. Per Section (n) of 22 CFR Part 514 §62.31, AuPairCare failed to "comply with the au pair placement requirements" set forth in Section (e) of 22 CFR Part 514 §62.31. The host father, AuPairCare's Regional Director, and the au pair met the following evening, Sept 23, and agreed that the au pair would stay on through Oct 9 while the program helped us find a new au pair. This made no sense, as the agreement stated that there would be a 60 day adjustment period "following the au pair's arrival before any placement change is considered." Although the meeting was held on Sept 23, we were not given access to AuPairCare's available in-country au pairs until Saturday, Sept 26. Between Sept 23 and Sept 25, the au pair failed to fulfill many basic duties. We explained that, while we knew this situation may not be ideal, it was still important that she perform her job. She said she, "forgot," smiled and agreed to do so. On Sunday Sept 27, AuPairCare's Regional Director advised us that the au pair was requesting to leave immediately. AuPairCare's Regional Director then suggested that she spend time with the au pair to "try to get (her) through these next 2 weeks." Later that afternoon, we emailed the AuPairCare Regional Director stating that while we applauded her efforts, given the au pair's recent actions, combined with her obvious disinterest in our children, we were concerned that we would come home to find our children alone. As such, we felt we had no choice but to accept her resignation. On Sept 30, we were contacted by the Matching team.

Desired Settlement: Given that AuPairCare to comply with its own agreement and State Department regulations, we are requesting a full refund of all monies that our family paid to AuPairCare, which totals $7,815.00. To date, we have received only $5,175.00.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. The special needs designation is based on the customer's knowledge of the children's needs. AuPairCare does not identify a host child as special needs. AuPairCare has documentation from the family requesting to remove the Special Needs designation on August 3, 2015 and AuPairCare complied. The Agreement discloses the terms and conditions of AuPairCare's rematch process. This document must be signed by a Host prior to searching for an au pair. The Agreement states the following: If Host has any concerns or questions whatsoever regarding any provision of this Agreement, those concerns and questions must be raised prior to Host's execution of the Agreement. The customer elected to request a refund instead of a replacement au pair that would provide a full credit to use towards the next au pair. AuPairCare has refunded the customer according to the agreed upon terms and conditions of the signed Agreement. Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We informed AuPairCare of our child's Special Needs designation - both in the original application as well as verbally/in writing to employees of AuPairCare. AuPairCare's guidance was that our son's ADHD is considered a "Minor Special Need" and could be removed from our profile if he did not require "Specialized Care" (which he doesn't). The family has documentation from AuPairCare stating this on August 3. We relied on AuPairCare's guidance and, as such, requested the designation be removed. We would not have removed this designation without AuPairCare's guidance. Based on discussions we had following the au pair's request for a placement change, it is our understanding that AuPairCare misguided us when it distinguished between "Minor Special Need" and "Special Need." We now know that the Department of State does not make this distinction. AuPairCare failed in its fiduciary responsibility as a Sponsor when it misguided us. The Host Family Agreement DOES NOT STATE that "participants (host or au pair) may end a placement at any time and for any reason." Section 28 of the Host Family Agreement stated exactly the opposite in its requirement of "an initial adjustment period of 60 days following the au pair's arrived before any placement change is considered." As it was, the au pair requested a placement change after 5 days (after requesting that we buy her an iPhone, which we did, and spending almost no time getting to know our children or our family.) We elected to request a full refund instead of a replacement au pair due to the unsatisfactory business practices of AuPairCare and the the significant additional financial burdens that we would have had to undertake (e.g. paying for the replacement au pair's transportation costs). Through discussions with AuPairCare's representatives, it became clear that we risked putting our children through a similarly disruptive situation with a replacement au pair given the lack of controls that AuPairCare has in place in regards to its au pair screening process. Final Business Response /* (4000, 9, 2015/11/19) */ AuPairCare can only make a recommendation when it comes to the special needs designation; however, the final decision to add or remove the designation is solely the customer's responsibility. The au pair program is an exchange program with many factors at play and participants (host or au pair) may end a placement at any time and for any reason. The Department of State has this provision in place to ensure that each party is protected and not forced to remain in the program. Given this, AuPairCare cannot guarantee a placement will go full term. What we can do is ensure that each participant meets the Department of State requirements to participate in the program and provide as much support as we can to each party. AuPairCare regrets losing the family as a customer. However, we wish them the best in their future childcare endeavors. Final Consumer Response /* (4200, 11, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite our continued requests, AuPairCare has to date refused to address our complaint in any meaningful way, which is in keeping with how the business has generally conducted itself. I would like to note up top what a terrible experience we have had with this company and what a terrible choice we feel using AuPairCare was for our two children. The primary reason we made the decision to use an Au Pair program was our need for need for safe, reliable childcare. The AuPairCare contract specifically stipulated under the "Au Pair Placement Changes" Section 28, that "Host is hereby advised and understands that AuPairCare requires an initial adjustment period of 60 days following the Au Pair's arrival before any placement change is considered; however, any decision regarding Au Pair removal is at AuPairCare's sole discretion." We were seeking reliability. And, given that we had just released our nannies of 2 years, we wanted to make sure that whoever we hired would be a constant for our children. This stipulation, which set forth a contractual adjustment period, provided us with comfort. As it turned out, we were wrong in putting our faith in AuPairCare. The Au Pair arrived at our home on Thursday, September 17th. She immediately went up to her room - not spending much time with us or our children. On Friday evening, September 18th, we asked her if she wanted to join us at our childrens' school where a movie was being shown outside. During the evening the Au Pair barely acknowledged our children and seemed entirely disinterested in getting to know them. The following day, we took the Au Pair into the city for the day. She again showed little interest in getting to know or interacting with our children. In fact, most of the conversations we had with her revolved around her wanting a different phone (after which, we got her a very expensive iPhone) and about how "perfect" her schedule was with her prior family (e.g. no weekends). Truth be told, we had never seen a childcare provider who seemed so uninterested in children. On the evening of Tuesday, September 22nd, the Au Pair left us a note stating that she "needed to talk to tonight." She then left for the movies. We were concerned and texted her asking if everything was okay. She texted back at 9:57pm, ""Yea, I'm heading now home so hope you are not asleep yet and we can talk!:-)" The Au Pair finally returned after 10:30pm that evening and informed us that she didn't feel she could support our children and that she had already informed AuPairCare earlier that day. We were devastated. We had embraced a stranger into our home. We let our nannies of 2+ years go upon the recommendation, which devastated our children. We had the third floor of our home painted for the Au Pair. We had bought her the expensive iPhone she had wanted, and now she was requesting a placement change after having spent only two days taking care of our children. We met with a representative of AuPairCare the following evening, September 23rd, and aligned that the Au Pair would stay on through October 9th while the program helped us find a new Au Pair. This made no sense to us as the agreement we signed specifically stated that there would be a 60 day adjustment period "following the Au Pair's arrival before any placement change is considered." Prior to this meeting, on September 23rd, Ms. ******* emailed us two documents - "Host Family in Transition" and a copy of the Host Family Agreement. As noted above, nowhere in the Host Family Agreement that ***** signed was the following (per the separate "Hosted Family in Transition" document) stated: o "If it is determined that the Host will be re-matched with an Au Pair, Host should allow 2-6 weeks for the arrival of the new Au Pair. o "Host is responsible for making temporary childcare arrangement in the event that they are without the services of an Au Pair during the re-matching process." We did not have 2-6 weeks to find a new Au Pair; we needed someone immediately. We were also informed that we would need to pay for the airfare for any replacement Au Pair that was already in the country, which was our only viable option given the long wait time for any out-of-country Au Pair. Although the meeting was held on September 23rd, we were not given access on AuPairCare.com available in-country Au Pairs until Saturday, September 26th. Between September 23rd and September 25th, the Au Pair failed to fulfill many of the basic duties of her role. We explained that, while we knew this situation may not be ideal, it was still important that she does perform her job while she is with us. She explained that she, "forgot," smiled and agreed to do so. (Just to note, we actually paid a former nanny to spend 2 1/2 days training the Au Pair from Monday September 21st - Wednesday, September 23rd.) On the morning of Sunday, September 27th, AuPairCare advised us that the Au Pair was requesting to leave immediately. A representative from AuPairCare then suggested that she spend time with the Au Pair that afternoon, and "try to get (her) through these next 2 weeks." Later that afternoon, on September 27th, we emailed the representative stating that while we applauded her efforts, given the Au Pair's recent actions, combined with her obvious disinterest in our children, we were terrified that we would come home to find our children alone with her nowhere to be found. As such, we felt we had no choice but to accept her resignation, as we were fearful of what would happen if we relied on her. In this same email, we also requested a full refund. It wasn't until the evening of Tuesday, September 29th that another representative of AuPairCare finally got in touch with us. In this discussion, the representative informed us that we should have been working with the Matching Team on finding a Replacement Au Pair. At that point, no one from the matching team had ever even reached out us. On Wednesday, September 30th, more than a week after the Au Pair advised us that she wanted a placement change - and three days after we requested a full refund - did we finally receive an email from the Matching team. We feel that from the beginning of this process until its ultimate end we were misguided by AuPairCare. We are requesting a full refund, because the host family is offered no protections from Au Pairs who are clearly not interested in taking care of children and who might use the "exchange program" only as a means to have their visas and flights to the U.S. paid for and then think nothing of the disruption they cause to families and the confusion they instill in children by then disappearing at the first sign of any real work or if they do not receive an iPhone with an expensive data plan. AuPairCare was billed as a viable childcare option. Once we realized how immature the Au Pairs are and how unprofessional AuPairCare is, we could not risk staying with the program and possibly putting our children through another situation similar to the one we had already experienced. Again, we are asking for a full refund of all monies that our family paid to AuPairCare to-date, which totals Seven Thousand Eight Hundred Fifteen US Dollars (US$7,815.00).

11/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Excessive fees, services not provided, insulting and rude customer service AuPairCare is one of the most expensive companies around for au pair services, and there appears to be little or no value to the services they offer. Essentially, all this company will do is take your money. They are required to check in and monitor progress and assist in conflict resolution in the relationship with the au pair, among other things, but this has been a complete failure with at least three au pairs that we have gotten through this company. Why do we keep going back? I'm not sure but we probably will not do so in the future. In our area, we have had at least three different "area directors" in the last six months. These individuals are supposed to check in monthly and discuss issues with the au pair and family. They aren't doing it, probably because they aren't paid much at all to do the work. There are also no events by AuPairCare, or nothing at all to show that they are doing anything at all other than taking our money. They even have the nerve to add the US Department of State fees ON TOP of the thousands they take for doing nothing. Again, we essentially receive NOTHING at all from AuPairCare other than the middleman ripoff fees required to have an au pair in our home. We are aggressively looking for ways to publicize our experience and let the US Department of State know what this company is doing. When we called to discuss our concerns about lack of support and the outrageous amount of fees for extending our au pair's program, the person on the other line told us, if you don't like it, send your au pair home then, and don't do business with us. I think we'll take that recommendation and share our experience with everyone we can.

Desired Settlement: We would like to understand where the tens of thousands of dollars we've paid for this program are going, and why we are not getting the support and information that AuPairCare is required to provide. Additionally, the fees for extension should be what they were when we first entered into the contract, not a higher level.

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. The customer has been with AuPairCare since February 2013 and had one Area Director until January 2015. It is unfortunate that they have had to experience multiple staff changes until recently. They now have a wonderful staff support who is excited about assisting them throughout the remainder of their program. The customer has expressed interest in extending their program with the current au pair; however, AuPairCare has been unsuccessful in receiving a response to its attempts resolving the outstanding complaints. We will continue to work with the customer to reach an amicable agreement. Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to inform regarding our poor experience with AuPair Care, APC. My husband and I have two children, I work full time outside the home, and he travels 4-days per week so having live-in care a service that works well for us given our careers. In December 2014, we started interviewing au pairs via Skype, which is the typical interview process for finding someone internationally. In January 2015, we selected our au pair from Brazil, ******. In February 2015, we completed all paperwork, sent ****** to childcare training plus a MANDATORY infant training in New York costing us an additional ~$2,000. Then, we paid ~$500 in addition to her flight from Brazil to NY to get her to **. There was an upcharge because we live in **, to our surprise. ****** lasted about 6-wks. 3-wks while I was home on maternity leave. 1-wk on a family vacation in **. 2-wks alone at our home watching the kids because I returned to my full-time job. During these 6-wks, we had issues with ******, but APC neglected to help us sort through them, provide guidance, etc. We needed assistance with obtaining ******s SSN, Drivers License, etc. APC had no idea of the process. We invested a lot of money in this program (~$10,000 in addition to the fees mentioned above) for services we thought APC would provide to us. We were so very wrong! The agency has been nothing but unhelpful. ****** quit after 6-wks telling us it was too difficult of a job. Rightfully so, an au pair/nanny isnt for everyone. However, shes now living illegally in NY and is also holding a job. She has a US phone number, SSN, ** drivers license and physical address. All of which weve provided to APC but nothing has been done to work with Immigration Services. After ****** quit, we went into what they call rematch. My husband and I took off an entire day of work to interview au pairs and find a replacement. The APC Recruiter did nothing other than call and tell us we were in rematch (like we didnt know?). They didnt help us find new candidates. I remember asking the recruiter if she wanted to know our criteria or our family make-up (# of kids, ages, etc.) to help us find a replacement. I also took off a day of work to transition with the new au pair. More time off and more money lost. We now have new au pair, ***** who is working out very well for our family. However, *****s visa terms are April 2015 April 2016. This is 2-mo beyond the terms of ******. Now, were being asked to pay an additional ~$1400 for ***** for what? We asked to see the contract language, and no where does it state we are responsible for this extended fee. ***** also needs to get her ** drivers license so she can be added to our car insurance. She cannot get this without the proper forms. APC has not responded to her, neither has the Area Director with clear information for what she should do. ***** called APC to explain her situation and get it resolved, but APC had on file she was in ***** and done with the au pair program. Their bookkeeping is a disaster one au pair is here illegally and the other one is in the US legally, but documented as if shes back home in *****. I would like to call attention to APCs poor customer service, poor au pair screening process, unethical financial charges not in line with their contract terms, and their poor bookkeeping and au pair tracking. Product_Or_Service: Au Pair

Desired Settlement: DesiredSettlementID: Refund Wed like reimbursement of $3000 to cover the (what we were told MANDATORY) infant training for ****** and the extended services contract from February April for *****. Wed also like a response from APC confirming they have *****s whereabouts correct in their bookkeeping system along with the proper forms for ***** so she can get her MN Drivers License. Wed also like confirmation they are actively working with Immigration Services to report and deport ******.

Business Response: Initial Business Response /* (1000, 5, 2015/06/24) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. AuPairCare offers its customers with an infant the option to choose an au pair who has been pre-selected to attend the Infant Specialized training at Academy. Our website states the following: All au pairs caring for children under the age of two are required to have a minimum of 200 hours experience with that age group. AuPairCare also offers an infant specialized group of au pairs who, in addition to meeting special under two childcare requirements, have a separate curriculum at au pair academy and an additional day of training. It is stated on our website, checkout **** and Host Family Agreement (signed by the customer on 12/30/14 and attached for reference) that the Infant Specialized Fee is non-refundable. The customer states she was unware of the Academy Travel Service fee for her au pair's transportation from Academy to her local airport. Our website states the following: Not included in our pricing are variable and optional costs, such as our Academy Travel Service from Au Pair Academy to your home city, automobile insurance (should you choose to let your au pair drive), and up to $500 for educational reimbursement for your au pair. In addition, this fee is listed on the checkout **** and Host Family Agreement. The customer states AuPairCare has no idea of the process of obtaining a Driver's License or SSN. In Family Room (online account) under family resources is a document entitled 'You've matched, what's next?' that covers these topics. In addition, our staff at headquarters is also available to assist with the process; however, our records show they were not contacted for further assistance. The customer states she did not receive any matching assistance for her replacement au pair. Our records show she was contacted by her matching expert on April 2, 2015 who reviewed her preferences provided recommendations. The customer states the Host Family Agreement does not state responsibility for the Additional Months Fee. Section 38a provides as follows: 38. IN THE EVENT OF AU PAIR REPLACEMENT, HOST AGREES TO ALL OF THE FOLLOWING: a) Host shall be responsible for paying AuPairCare $650 for each additional month of replacement au pair service beyond Host's original twelve (12) month program. Such payment is due no later than sixty days (60) after the arrival of the replacement au pair, and will be automatically charged to the credit card on file. The customer states her au pair does not have the appropriate documentation and that she has not received a call back from AuPairCare. Our records do not show a call from the au pair; however, the manager has spoken with the customer about the I-94 form and stated there are no issues reported on the website and the form is current and correct. The customer states she would like confirmation we are actively working with Immigration Services to report and deport her previous au pair. Please note AuPairCare is sponsoring agency and does not assume the role of immigration officials when an au pair's program ends early. We have ended her program in SEVIS per regulation requirements and the appropriate officials will take the necessary steps moving forward. We thank the customer for her feedback and hope she continues to have a successful placement with her current au pair. Initial Consumer Rebuttal /* (3000, 12, 2015/07/10) */ I know this request technically closed yesterday, but I wanted to comment that we have not accepted the responses to this complaint. 1) Our records show we were contacted on April 2 by APC. I am sure we were - that was AFTER we spent the week prior searching and interviewing our own candidates and had a MATCH with our replacement Au Pair. Look at your records, our replacement Au Pair started just days later. The recruiting and contact with us, as the paying host family was almost non-existent. 2) We understand the contract and section 38a. However, you've opted to leave out the contract sections that actually do apply to our complaint related to if the Au Pair breaks the contract. That part of the contract is extremely gray, and we have discussed and received agreement from a contract attorney. We also received a call from APC to pay the remaining ~$1400 (our credit card on file expired so they needed the new card info to push the payment through). We were told by APC that if we should end this engagement early (in February since these were our original contract terms) with our replacement Au Pair, we will be fully refunded the ~$1400. Point in case, this clause is extremely gray and not enforceable. 3) We have figured out the issues with the 1-94 and it has been resolved. Thank you to the APC representative with whom I escalated to for helping get quick resolution. 4) This is absolutely pathetic. The situation with our previous Au Pair was observed by many current Au Pairs in our area. It painted a nice picture that there is no enforcement by APC and Au Pairs are welcome to stay in the US for as long as they wish. Although her program in SEVIS was ended, she is still living in ***, communicating via text and SnapChat almost daily and working as an illegal immigrant. It's disgusting to see APC washes their hands of reporting her to immigration services. Unfortunately, we cannot because we don't have her SSN because APC has this information and could easily report. For next steps, we have escalated with our Area Director and our Regional Director outside of this complaint. We are dealing with these matters at a higher level. However, I'd like to raise awareness to other host families. We understand it possibly boils down to "luck of the draw", but we sure did receive two bad draws and the expense of our family and most importantly, our children. Final Consumer Response /* (4200, 16, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The second replacement Au Pair was remover on our home last week and forced out of the program due to the behavior we caught on hidden camera. We finally have proof now to solidify our concerns. We shared with the Area Director, and she thankfully, responded to our concerns by removing the Au Pair. We have requested a program refund and we are awaiting response from the academy. Final Business Response /* (4000, 19, 2015/08/18) */ We have been in contact with this customer and have reached an amicable solution. We thank the customer for her program participation and wish her the best in her future childcare endeavors.

8/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Au Pair Care failed to properly screen candidates according to federal regulations. We have had a very disappointing experience with Au Pair Care's service, particularly the company's failure to properly screen candidates and comply with federal regulations for the Au Pair Program. Our family decided to sign up with Au Pair Care in December 2014, signed the contract (which future families should be aware places ALL financial risk on the host families), and matched with our first Au Pair in January. The first Au Pair decided to leave our family after two months, at first stating that she wanted to find ''other work,'' essentially violate her J-1 visa. When we didn't support her in this, she told Au Pair Care that she instead wanted to rematch and work for a family with older children because she found caring for a toddler to be boring. Although we told APC about the double immigration intent expressed by the first au pair, and the likelihood that she would disappoint another family if she were allowed to rematch, the company allowed her to attempt to rematch. After this disappointment, we selected another au pair to rematch with from out of country. Unfortunately this left us without childcare for six weeks (another point for host families to be aware: if your au pair suddenly walks out in the middle of the night, APC does nothing to help cover the gap in childcare, which can have detrimental effects on your career). We selected a candidate who seemed very committed to childcare, although her English was not as strong in the interviews. However, we were floored when she arrived at our home and was unable to communicate at even a basic level with me. However, we tried to make it work because we were already financially committed to the program, but there were many challenges and frustrations, and at times poor quality childcare, due to her inability communicate. After less than two months of taking care of our daughter, she decided that she was unable to adjust due to limited language, and decided to go home. It should also be noted that Au Pair Care markets its initial training as being an important part of the program, but our second au pair was able to understand nothing during this 3-day course (including the vital safety components such as first aid and CPR) because she could not understand. Although in both cases Au Pair Care clearly violated federal regulations, they have refused to offer us a full refund. In the first case they continued to keep an Au Pair in the program that clearly expressed intention to violate the terms of her visa. In the second case, they failed to adequately screen potential candidates. The US Federal Regulations governing the au pair program, Title 22, Chapter I, Subchapter G, Part 62, namely §62.31(d) clearly states, ''sponsors shall 'ensure' that all participants in a designated au pair exchange program are proficient in spoken English.'' There is ample evidence of our second Au Pair's lack of proficiency in English. As required, she signed up to take classes at the local community college. The English placement test for the college placed her in the lowest/most elementary English course offered at the college. In meetings with the APC Area Director, she was unable to respond to basic questions. What we learned from the Au Pair (my husband is able to translate) is that instead of ensuring that candidates can speak English, the local company that Au Pair Care contracts with in this country, coaches candidates on how to fake English proficiency in matching interviews by practicing responding to common questions. If Au Pair Care employees were honest and had integrity, they would admit this failure to comply with regulations and try to improve. Instead, they responded to us with a blanket statement: ''Please note all AuPairCare au pairs meet the Department of State requirements for all aspects of the program,'' which is clearly not true.

Desired Settlement: We have tried to resolve this complaint on our own, and have contacted the company requesting a full refund for program fees we paid in advance for months that were not used. We paid 12 months in advance at $650/month, and have 8 months of unused service. They have only refunded us $450/month for 7.5 months. They have refused to refund us further, so we are filing this request for a refund in the amount of $1600. It is clear that Au Pair Care's failure to properly screen candidates according to federal regulations left our family in the stressful situation of unexpectedly losing childcare twice.

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. We take our obligation to carefully screen and prepare au pairs very seriously and make every effort to ensure that every au pair sponsored by AuPairCare is qualified and prepared for the program. All families are required to review all information provided and interview potential candidates in English a minimum of two times via phone (traditional phone or Skype) prior to requesting a match. The customer confirmed this to be the case upon matching with each au pair. Unfortunately, we are unable to make an exception as requested. We thank the family for their program participation and wish them the best in their future childcare endeavors. Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Au Pair Care prominently markets its Au Pairs as "safe and reliable." Reliability is one of their primary selling points to customers, but in our experience their services were anything but reliable. We matched with two separate au pairs who quit within two months, neither of which cited problems with our family or any failure on our part to follow the program rules. We held up our side of the bargain, the au pairs did not, and Au Pair Care wants to punish us for their failure to provide "reliable" care as promised. According to federal regulations for the au pair program, it is clearly the responsibility of the agency to screen candidates and ensure that they are proficient in English. However, Au Pair Care's response to our compliant demonstrates that they are in effect offloading this responsibility to families. I have explained how we learned from our second au pair that she was coached by the local agency to fake her way through an interview. It is concerning that Au Pair Care is more interested in withholding money from families who were failed by their program, than they are in fixing the problems in their company and dealing with noncompliance by their contractor agencies. I recently learned that our second au pair never in fact left the country, like she was required to do (within two weeks under her visa rules) when she decided to break her match with us without requesting a rematch. Instead, she is working illegally at a restaurant. When I contacted the Area Director and Regional Director about this situation a week ago, and asked what they were doing to follow up and ensure that the immigration rules were being followed, I received no response. I should not have been surprised, given that they allowed our first au pair to rematch, when she too expressed a desire to secure non au pair work, which is not permitted under her visa, and would put any family matching with her at risk of being abandoned by this young woman who was clearly not committed to the program. It appears that Au Pair Care, at least with au pairs from this country, is facilitating duplicitous and illegal immigration. The victims in this are the families who pay thousands of dollars in program fees upfront, are given a selection of poorly screened au pairs to choose from, au pairs who intend to come to this country under the program and then abandon the families that hosted them. As a result of the poor service of Au Pair Care, we suffered eight weeks of childcare gaps, which caused us significant stress, financial loss, and work challenges. We received no support from Au Pair Care during these gaps. Rather than trying to help us after two of their Au Pairs turned out to be unsuited for the program, and clearly NOT "reliable," they chose to punish us by withholding 30% of our upfront program fees and making us start a new program year in order to match with a third au pair in less than six months. At that point we decided to leave and seek other childcare options that we could rely on. Au Pair Care failed us as customers, and should provide us with a full refund of program fees for our unused months. Final Business Response /* (4000, 9, 2015/08/26) */ It is unfortunate to learn that the customer continues to be dissatisfied with her experience. We understand her frustration with her au pair's dishonesty and the emotional and financial impact it had on her family. However, we would like to assure the customer that AuPairCare has inserted itself as much as possible with regards to her remaining within the U.S. illegally. It is our responsibility to report to the Department of State her last known whereabouts and to terminate her within SEVIS, the government database, once it has been brought to our attention. However beyond this we must defer to the Department of State. With regards to AuPairCare's refund policy, the terms and conditions are provided to each customer to review and accept or not accept before the customer requests a match and submits payment details for the selected au pair. Section 40 of the Agreement provides as follows: 40. HOST IS HEREBY ADVISED AND ACKNOWLEDGES AND AGREES THAT BECAUSE THE MAJORITY OF AUPAIRCARE'S OPERATION COSTS ARE INCURRED IN THE PROCESS OF RECRUITMENT, INTERVIEWING, ORIENTATION, AND PLACEMENT OF AU PAIRS, AUPAIRCARE'S REFUND POLICY IS LIMITED TO NO MORE THAN $450 PER MONTH FOR EACH REMAINING MONTH UNUSED SERVICE TIME, REGARDLESS OF THE LENGTH OF THE AU PAIR(S)' STAY. The request made by the customer is beyond our contractual obligation as agreed to by the customer in our Host Family Agreement. Final Consumer Response /* (4200, 11, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a program sponsor, AuPair Care failed to fulfill its obligations because it failed to produce outcomes in accordance with the US Federal Regulations governing the au pair program, namely, Title 22, Chapter I, Subchapter G, Part 62. Particularly, §62.31(d) clearly states, ''sponsors shall 'ensure' that all participants in a designated au pair exchange program are proficient in spoken English.'' This Federal Regulation overrules any contractual terms because the parties understand that the sponsor will operate within the rules of set by the Federal regulations. Any excuse based on the process of ensuring proficiency is not acceptable. The outcomes are not consistent with the requirements set by the Federal Regulation. It also turns out that by being flexible on the Federal Requirements, Au Pair Care makes itself susceptible to exploitation by those who want to come to the US, even without speaking the language, for the main purpose of staying here illegally. Even after numerous complaints and repeated inquiries, the insensitivity and irresponsibility shown by this business is regrettable. The harm created goes beyond their customers and it impacts the society. Please provide us with a clear action plan about how you will compensate these damages. Sincerely

7/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Aupaircare purchased a return ticket on a no frills airline that charges to check ANY bags requiring Tanya to pay $100 in baggage fees. In June of 2013 our Au Pair, **************** came to the US for another 2 years with us. We paid a travel fee to coer her transportation to and from the US at the start and end of her contract. Au paircare purchased her return ticket on Sun Country airlines, a low cost airline that charges to check ANY bags. Normal airlines allow 2 free bags. The charge will be $100. Au pair care needs to pay for these bags or book her on an airline that covers baggage. Its customary for airlines to cover 2 free bags on international travel.

Desired Settlement: I want her baggage charges for 2 bags paid for or I want her rebooked on an airline that includes baggage.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ We are sorry to hear that the customer is dissatisfied with the services of AuPairCare. A representative has contacted this customer to offer an amicable resolution to her request. We are currently awaiting a response.

6/22/2015 Delivery Issues
6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We requested a full refund from AuPair Care for 4.5 months of unused services that we prepaid upfront. The company only provided us a partial refund. My family had joined AuPair Care in August 2012 to enlist childcare services for our 2 children ages 6 and 3 (currently). How the service works is you pay upfront money to AuPair Care for 1 year of service. The last 2 AuPair's we had both decided to leave us and break the contract. After the second one decided to leave we felt in the best interest for our family was to leave the program and demanded a full refund for the unused time remaining (4.5 months X $591.67 per month $2662.52). We sent our request to AuPair Care on April 12,2015. We received a email from ******* ******* offering us a partial refund of $2025 citing company expenses. We replyed back on 4/16/15 stating that we contractually fulfulled our part and request a refund for services not received but paid for in full. On April 22, 2015 we received a final email from jessica stating that we would only be receiving the partial refund of $2025.

Desired Settlement: We are requesting $637.52. The difference from what we originally paid $2662.52 minus the partial refund provided $2025.00.

Business Response: Initial Business Response /* (1000, 5, 2015/05/08) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. In an effort to reach an amicable agreement, AuPairCare has refunded the customer beyond the contractual terms and conditions of the signed Host Family Agreement. Unfortunately, we are unable to offer any greater refund as the vast majority of our program fees cover upfront operational costs. Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Aupair Care is not transparent in the contract they mention about these fees and operational costs. In addition it was their sponsored employee who broke the contract not us so why should we be liable? If they have lost money due to their employee then AuPair Care should penalize them not the host family who has fully complied is all facets with our contractual obligations. We payed upfont fees to AuPair Care and only are asking for a refund for services paid and never received. Final Business Response /* (4000, 9, 2015/05/20) */ AuPairCare's fees are available on its website along with the services/items included. As per the attached contract, agreed to and electronically signed by the customer prior to matching with his au pair, sections 8 and 11 thereof provides as follows: 8. Host is hereby advised and acknowledges that AuPairCare's function is to locate and present au pair candidates who meet AuPairCare selection criteria, but that final selection of an au pair is the sole responsibility of Host. Host understands and agrees that AuPairCare does not guarantee that any particular au pair will be compatible in Host's home, or meet Host's expectations. 11. Host is hereby advised, acknowledges and agrees that AuPairCare shall not be liable for and does not guarantee acceptable performance by the au pair. Host agrees that the au pair is not an employee, agent or independent contractor of AuPairCare, and that AuPairCare does not exercise dominion or control over the actions of the au pair. AuPairCare is not responsible for any act or omission on the part of the au pair. Unfortunately, we are unable to make an additional exception as requested. We thank the customer for their program participation and wish them the best in their future childcare endeavors. Final Consumer Response /* (4200, 11, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response does not provide any clarity on how they calculated the so-called expenses as to how they arrived at their figures. How did you arrive that from the $2662.52 we paid $637.52 covered Au Pair expenses. In addition this is a flawed business plan as the company has NO support for the host families who are a vital part of this program. Please provide the details in your calculation.

5/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We feel we have unfairly been given the responsibility of having to take a hefty financial loss, due to a lack of screening by the agency. As of February 11, 2015 we had entered into a match with ******** ****, and were charged a down payment on our Visa Citicard of $3815.00. Our host family number is #XXXXXXX, Invoice # XXXXXX. We were again charged the program fee balance on 2/17/15, of $3700.00. Once the aupair arrived in our home, she stated that she felt she could no longer stay with us, as she was a devout Seventh Day Adventist, and would not be able to work the days that we had agreed upon. Her online profile, never stated that she was a practitioner of this religion, nor that any special accommodations needed to be made on her behalf. In a meeting with the area director, she specifically told her she initially thought she could take our daughter to church with her, without ever asking us for permission to do such a thing. We are now taking a large financial loss, as the company is only willing to refund $4950.00 for the 11 months remaining on the au pairs time here. We feel we are unjustly having to pay that balance, given the fact that the agency did not sufficiently screen the au pair prior to her entrance into the program. My wife, communicated via email on March 31, and was replied to by ******* *******, Client Services Director on April 7, with a "sweet" apology, and a description of an unfortunate circumstance that we could not agree to the days needed for our childcare with the au pair. The response made no mention of the religious obligations of the au pair, nor that this information was not present on her profile, nor communicated at any time during the match process. We have unfortunately had several issues with au pairs in the past, including a huge issue of negligence, and feel that we are unjustly having to pay the difference of $2565.00 for an insufficient screening of the au pair. I spoke at length with ******* ******* on April 7th, and she continually stated it was not their responsibility to screen the au pairs in this manner. Surely, a religious denomination which does not allow an au pair to work on specific days is not a simple case of just not wanting to work on weekends and should be a part of the screening process.

Desired Settlement: At this point, we would like to have the balance of $2565.00 returned to us. We understand that there are some processing fees that go along with getting the au pair into the country and their training, yet we feel that have unjustly been charged for a faulty product, as the agency should be accepting of the responsibility of not screening the au pairs in a more thorough manner.

Business Response: Initial Business Response /* (1000, 5, 2015/04/20) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. We take our obligation to carefully screen and prepare au pairs very seriously and make every effort to ensure that every au pair sponsored by AuPairCare is qualified and prepared for the program. However, our screening does not include verifying specified days of childcare needed by a host family. Through its replacement au pair policy, host families are provided with a full credit of the unused time on the account to use towards their next au pair. Should a family choose not to utilize this option, the Agreement provides a refund policy detailed in the refund and credits section of the signed host family agreement. The customer has received a refund in accordance with the agreed upon terms and conditions of the contract. We regret that the customer did not have the positive childcare or cultural exchange experiences intended by our program. While we maintain our position with respect to our program guidelines and terms and conditions of the Host Family Agreement, we respect the customer's opinion and hope the family is able to find the best childcare solution to fit their needs. Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dissatisfaction from the services provided are NOT isolated to the fact that the au pair lied about the days she was willing to work. Rather it was from the fact that 3 of 4 au pairs were 1. unfit due to safety (au pair 1) 2. Unable to care for infants despite being "infant specialized (au pair 2) 3. Unable to work days specified and not divulging devout religious affiliations and thus lying about days able to work (au pair 4) This shows a problem with SCREENING. It was a problem over 16 months. The disruption and lack of safety and instability this has caused is not appropriate for a childcare service. Furthermore, a charge of over $3000 to have an au pair in our home for 3 weeks is not appropriate refund, considering the above. The lack of understanding of the problem indicates this service is bound to repeat this poor service and disrupt other homes and put other children in harms way. Final Business Response /* (4000, 9, 2015/05/05) */ We are sorry to learn that the customer continues to be dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. AuPairCare has responded in accordance with our Host Family Agreement. As clause 8 of the Agreement clearly states, AuPairCare cannot guarantee that a particular au pair will be compatible in a host family's home. "8. Host is hereby advised and acknowledges that AuPairCare's function is to locate and present au pair candidates who meet AuPairCare selection criteria, but that final selection of an au pair is the sole responsibility of Host. Host understands and agrees that while the screening process does include a questionnaire pertaining to the au pair's reported health, AuPairCare cannot independently verify the accuracy of the representations made therein, and is not responsible for any representations made by au pairs and/or their physicians with respect to an au pair's health or physical condition. Host understands and agrees that AuPairCare does not guarantee that any particular au pair will be compatible in Host's home, or meet Host's expectations." In the event of a refund, which this customer requested, the Host Family Agreement allows for a refund of $***/month as long as the match is still within the first 6 ******. As the customer did sign and agree to this refund policy, AuPairCare's has fulfilled its refund obligation to the customer. While AuPairCare accepts no responsibility for the failed matches and we maintain that we have treated this customer fairly and in accordance with our Host Family Agreement, we do take our customer satisfaction very seriously. To that end, the customer was provided with a financial exception after the second match break to provide a **** credit for their second replacement au pair. Unfortunately, we are unable to make an additional exception for subsequent match breaks. We thank the customer for their program participation and wish them the best in their future childcare endeavors.

4/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: False and Misleading representation of the services provided and the qualifications of the au pair. We are thoroughly disappointed with the qualifications of the au pair candidates and the process by with Au Pair Care goes through to recruit potential au pairs. We completed our application for Au Pair Care at the beginning of January and began our au pair search. We interviewed a local au pair looking for rematch and met her two times in person to get a feel for her and ask the questions we had. The local representative and au pair gave us the reason she was rematching - a driving issue - and after interviewing this young lady - 23 year old - and talking with the local representative, we felt we could accept that as the reason for rematching since we didn't need the au pair to do any driving for our children. We requested a match and read the agreement before signing. We understood what we were signing - an agreement to bring in a QUALIFIED child care provider into our home. The Au Pair Care website states this on its main **** - Au Pairs are a Safe, Flexible, Affordable Childcare Option - and we truly believed that was what they were providing for us. After signing and paying thousands of dollars up front, we were committed. Our au pair arrived and from day one, safety issues popped up. All over the place. It became very blatantly obvious to me, my husband, and local family that this young woman was anything but qualified to care for children. I continually expressed to her the importance of having all of our children within her reach at all times and she continually failed to do this. One morning, she was at gymnastics with my 3.5 year old twins. I had driven her and my children, dropped them off, then picked them up at the end. When I walked into the Gymnastics building, she was standing there with only one child. I asked where my daughter was and she had NO CLUE. I was floored. It was not at all alarming to her. She continually burned cooking utensils on the stove as she carelessly left them on hot burners and in hot pans, and forgot to turn off the stove numerous times. She continued to leave our home unlocked after numerous reminders to lock the doors. One afternoon, when she was home alone with my 3.5 year old twins, one of them cut his foot and was bleeding. (The only reason I know this is because my mother had stopped by to "check up" on her as my mother knew how unsafe we felt about the situation). The au pair did not see if he was ok, offer any comfort, or clean/bandage the owie until my mother pointed it out to her. At that point, I knew this individual was absolutely not qualified to be caring for children. I immediately wrote my local representative and had her come by the next day to let her know how unhappy we were with the quality of care provided and to tell her we were wanting out of the program. She continually minimized the irresponsibility of this au pair. I also contacted the head office and spoke with ******* in Customer Relations. ******* was condescending and blamed us for making a bad au pair selection. I told her that we read the contract and signed with the expectation that the au pairs they were providing were qualified to care for children SAFELY. ******* then asked if we had any hospital bills or proof of un-safety. I WAS FLOORED. The fact that she would expect proof of un-safety by hospital bill is disgusting. I am a mother of 3, have a Masters degree in teaching and a few decades of experience caring for children. Safety is ALWAYS important and I absolutely would not let this get to a point of my child needing to go to the hospital to prove that the au pair is completely incompetent. I am also shocked that they have allowed this au pair to rematch for a third time, even after I told the agency and local representative my concerns surrounding safety. I am completely disappointed by the agency, screening process, and employees. Finally - ******* made sure I knew that the agency is FOR profit - which is now very appartent.

Desired Settlement: I have put the go ahead for the refund process to be initiated but I am expecting Au Pair Care to make this right and refund us the remaining money we paid up front when we signed our contract. Au Pair care did not provide a safe child care option and we absolutely feel we were misled. We signed the contract expecting safe childcare and we absolutely did not receive that. After researching a bit more, I realize they don't do much to screen the candidates and ensure they are qualified for this job. We had this au pair in our home for 3 weeks and there is no way I am willing to put my children's safety on the line to try again.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated and hope to come to an amicable agreement. Unfortunately, AuPairCare was not made aware of the alleged injury to the host child during the placement. When asked if this serious allegation was reported to the local authorities, the customer replied in the negative. We were unable to assist the customer appropriately as the safety concern was not brought to our attention until the customer received the refund per the agreed upon terms and conditions of the signed Agreement. As clause 8 of the Agreement clearly states, AuPairCare cannot guarantee that a particular au pair will be compatible in a host family's home. "8. Host is hereby advised and acknowledges that AuPairCare's function is to locate and present au pair candidates who meet AuPairCare selection criteria, but that final selection of an au pair is the sole responsibility of Host. Host understands and agrees that while the screening process does include a questionnaire pertaining to the au pair's reported health, AuPairCare cannot independently verify the accuracy of the representations made therein, and is not responsible for any representations made by au pairs and/or their physicians with respect to an pair's health or physical condition. Host understands and agrees that AuPairCare does not guarantee that any particular au pair will be compatible in Host's home, or meet Host's expectations." The host family has been refunded according to the terms and conditions of the signed Host Family Agreement. The vast majority of our program fees cover upfront operational costs as is noted in clause 40 of the Agreement. "40. HOST IS HEREBY ADVISED AND ACKNOWLEDGES AND AGREES THAT BECAUSE THE MAJORITY OF AUPAIRCARE'S OPERATION COSTS ARE INCURRED IN THE PROCESS OF RECRUITMENT, INTERVIEWING, ORIENTATION, AND PLACEMENT OF AU PAIRS, AUPAIRCARE'S REFUND POLICY IS LIMITED TO NO MORE THAN $450 PER MONTH FOR EACH REMAINING MONTH UNUSED SERVICE TIME, REGARDLESS OF THE LENGTH OF THE AU PAIR(S)' STAY." The request made by the customer is beyond our contractual obligation as agreed to by the host family in our Host Family Agreement. Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I absolutely understand the policies and terms of the contract. I do also understand that Au Pair Care was supposed to provide me with *** directly from the website 2 weeks ago which is no long on the website*** "Au Pairs are a Safe, Flexible, Affordable Childcare Option. Au Pair Care did not do their part on providing candidates who provided safe childcare. I find it ridiculous that - according to Au Pair Care - my child would have to go to the hospital for an injury for them to understand the meaning of safe childcare. There were numerous incidents in which unsafe childcare was provided - the candidate was clearly not screened for basic understanding of safe childcare. I also find it odd that the website no longer states its tagline "Au Pairs are a Safe, Flexible, Affordable Childcare Option." Maybe they are recognizing after numerous families are having issues with unqualified au pairs, that they can't advertise safe childcare if they can't follow through and ensure families are provided with a candidate who can provide SAFE childcare. I am again asking for the remaining money put down in January because Au Pair Care did not do their part in providing a safe childcare option. And clause 8 does state that you cannot guarantee compatibility. I understand that. I also understand that I signed a contract expecting SAFE childcare and that I was not provided with that. It has nothing to do with compatibility, the candidate wasn't qualified. PERIOD. We were misled into believing we were getting one thing - a safe childcare provider - and got the complete opposite - a candidate that should NOT be providing child care to anyone because of a lack of basic understanding on SAFETY. Final Business Response /* (4000, 9, 2015/04/06) */ We are sorry to learn that the customer continues to be dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. In an effort to part ways amicably, AuPairCare has accommodated the family with an exception to our contract. We are currently awaiting a response from the customer. Final Consumer Response /* (2000, 12, 2015/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are satisfied with the response from Au Pair Care.

4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought an aupair in December 8, 2014. The aupair left without any reasons and Aupaircare is almost charging me half of the money. I started to work with Aupaircare in Summer 2014. Everybody seemed helpful at that time. And I brought an aupair as of December 8, 2014. Things were ok, my aupair was not a great aupair very lazy and disrespectful but I still continued my service because I am a single mom and in need of an aupair and dont have time to train different people. So, I tried to keep things working. Suddeny, On Feb 12th, my aupair wanted to be rematched and go to another family, and she did not even accept to work with me for another 2 weeks, which is part of the contract. The area director came and told her she should stay another 2 weeks, and I was totally fine with it. But the aupair said if I keep her another 2 weeks, she will not work at all, and she boycotted the job. So, on Feb 13th, I let her go. I was trying to find a incountry aupair since this is the quickest, and there were a few profiles and I did not even see all the profiles. Nobody helped me whatsoever. Only an unrelated person called me and asked me what happened and whether I want to leave the programme. I said I will think about it and let her know. She sent me the refund policy, My refund was only $1028 out of $4400, which is very ridiculous, I had to pay for this aupair's all expenses, just because she felt like going to another family.They make the rematch so easy because this way they make twice the money on one aupair. And, nobody tried to find me a replacement aupair, they just got dissepeared.After, they dumped me over $5000 for 2 months they simply got lost. I want at least $2500 of my money. If I can resolve it with them fine, if not I will keep seeking my rights.

Desired Settlement: I need at least $2500 of my money back. They are charging me $3360 for 2 months. And they already find another family to my past aupair, so they are trying to make twice the money.

Business Response: Initial Business Response /* (1000, 6, 2015/03/11) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated and hope to come to an amicable agreement. The host family signed the Host Family Agreement prior to matching with their au pair. Section 40 provides as follows: Host is hereby advised and acknowledges and agrees that because the majority of AuPairCare's operation costs are incurred in the process of recruitment, interviewing, orientation, and placement of au pairs, AuPairCare's refund policy is limited to no more than $450 per month for each remaining month unused service time. AuPairCare understands that match breaks happen for a variety of reasons and therefore we allow for a replacement au pair. This gives the Host 12 months to find replacement childcare without incurring a penalty on the unused credit. However, the host family has elected not to take advantage of this option. The host family has been refunded according to the terms and conditions of the signed Host Family Agreement. Initial Consumer Rebuttal /* (3000, 8, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I need to tell you that you have the most terrible "customer service " I have ever seen in the USA. You keep giving the same response, it is more like an automated response. As, I have told you before yes " you made me sign the agreement" to be able to bring the aupair. But of course, in every agreement you sign, the circumstances are considered, too. First of all, I needed someone for a year, but my aupair suddently felt like going, and the aupair agency promised her a rematch, instead of saying " if you leave a family like this you cannot find a new family, you at least have to leave your current family in good terms. She just boycotted the job, and felt like going to find a new family. Because aupaircare encoureged her to find a new family, whereas there were no important issues. I had to get paid off time from work. So, this program cost me more than $5000 for only 2 months. Yet, the aupair could not find a family and she had to pay her own ticket expenses (which I already paid to aupaircare ). So, who has a "more than deserved" gain, Aupaircare.As long as choosing refund or the "bringing a new aupair" option. I was with no help, and I asked the aupaircare send me profiles, they told me to look at the website, only. These people were calling me each and every day before they got my money. I tried to talk to couple people, they were already matched but seemed available on the website. And if I had to bring another aupair, I again had to pay arm and a leg, they were definetely not doing that for free. What they call they were doing it free, you have to find a GOOD aupair ( which they barely have) with 10 months left. Is this a possiblity? No......After, they got my money, they did not provide any help at all. My attorney told me to write a complaint and talk to their customer service (which they dont get back to you) in detail before I take a legal action. And the possibilities that I will be awarded more money on this situation is %90. So, I dont understand why you are so unwilling to agree something in the middle. This is a service that you need to satisfy people, it is not about making most money out of already hurt people by your service. Final Business Response /* (4000, 12, 2015/03/31) */ AuPairCare reached out to the customer via email and phone to discuss her concerns. The customer continues to claim a refund was not requested and no matching assistance was provided when searching for a replacement au pair. Our phone and system records indicate the contrary, however, we will respect the customer's viewpoint on her program experience. Unfortunately, AuPairCare was unable to reach an amicable resolution as the customer abruptly ended the call during the conversation. Final Consumer Response /* (4200, 14, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yesterday this business once again showed me that, they totally do a scam business. She emailed and left a message to get a hold of me ( after 2 months my aupair left ) and they got my money plus terminated me???? she starts the conversation like, I want to come to resolution about your Business bureau complaint. Can you tell me everything from the beginning. It was my mistake to go thru everything since the only reason she called me they knew they were wrong and guilty about this, she wanted some conversation that she could twist. Why would she call me after 2 months.....???? She should have replied me or called me much earlier, not as a saving point. And it is really a shame that Director of that programme is lying about having record , since they can't have. No matching expert EVER called me.I called them and she said look at the family ****, that was full of wrong aupair information. ******* ******* who called me to use as a reply to BUsiness bureau kept saying she has records, where are those records. Only, ***** ***** send me the refund information without me ASKING, I never asked to be terminated nor get a refund, they just got rid of me since they already have my money. this should have a resolution, I am dedicated to take my money back from this scam company. And *******, after 32 minutes of talk since you made no sense whatsoever ( I realllly have a record. ) I said " do you have a resolution or not like you said in the beginning of the call" you said no, I just called to explain ( than why don't you be honest from the beginning.) and why didn't you call me before???? She said nothing. And I said thank you, bye and hang up, we usually don't call " abruptly ended the call" it is not a nice thing to lie to save yourself, it is better to do better. Also, she never knew they had a rematch **** in Facebook, so she asked me " how did you find an aupair?????" She was so upset that despite all their terrible doings, I found an aupair, but they have not accepted me to a program. I ask a resolution,please, we should correct these scam businesses, that ony takes money and gives no service.

4/2/2015 Billing/Collection Issues
3/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Au pair physically harmed our two year old and the agency sent her home but does not want to refund our agency fees. First let me start by saying we were hosting our 4th au pair through Au Pair Care. We have never broken a single state department rule. I was going to wait and allow the agency to do the right thing before filing this complaint, but I'm tired of getting the run around. On 3/1/15 my husband and I reviewed nanny cam footage we captured of our au pair who we hired through au pair care. In the video the au pair pulls on the hair of our 2 year old daughter as a response to our daughter having a difficult morning and crying a lot. Our daughter's head is pulled back a few inches and flinches forward from the force. The short amount of video we captured shows her texting constantly and taking videos or pictures of our 2 year old crying instead of actually helping her. It was crystal clear to me at this point that this young adult should never have become an au pair. I attempted to contact our area director that day and since I was unable to reach her I called the agency emergency line. The regional director that called me back had a great amount of empathy and I really felt that the agency understood our issue and was not going to hesitate to send her home. I also thought they would at least attempt to make this right for our family without a lot of hassle. The next day, our area director came to our house to discuss this with us and the au pair. We made it very clear what we had on video to everyone at the agency that was involved. When we said we wanted her out of our house, she told us that we would have to house her for 14 days or pay a $35 per day housing fee. I called the regional director at that point and she told me the same thing. She also told me they had to get ''the au pair's perspective'' after I repeated very clearly that we have a video of the au pair yanking on our 2 year old's hair. Again she told me that we would have to pay the fee if we didn't want to house her. I am appalled that the agency feels that a victim should either be forced to remain with their victimizer or pay to house them. The area director viewed the video. She then went and talked to the au pair and informed her that we wanted her to leave. The au pair went to stay with a friend. Later in the evening the area director called me back and said that if she has to find housing for the au pair after that evening the regional director approved for the $35 to come out of our agency credit. On 3/3/15 I contacted the agency to ask to speak to the regional director's boss. I was contacted by the director of client services. I explained what was going on and that I was upset about the fees and that we were only being offered a partial agency credit. The only way for us to use this credit is to rematch with an au pair for the short term before our next one arrives (different agency, summer arrival). The credit was also only in the amount of $500 each month for the remaining 4.5 months and we would have to pay an addition $150 per month of agency fees. I do understand this is in the contract, however we didn't go into rematch because we didn't like the au pair; we went into rematch because she physically harmed our 2 year old child. At the end of this conversation the regional director told me she would see what she could do about our account. She also asked that I send the video. She said that it wasn't always clear cut in sending an au pair home due to state department regulations. I sent the video to the agency the morning of 3/4/15. That afternoon the director of client services called me back to inform me that the au pair was being sent home. So what was in the video was enough for the agency to terminate the au pair's program rather than allow her to match with another family. She also informed me that they could offer me the agency credit that is in the contract. That is not an acceptable restitution for this situation.

Desired Settlement: A full refund of my unused agency fees. Which should amount to approximately $2925. Additionally an apology and acknowledgement of what the agency did wrong in this particular rematch situation would be nice, but I won't hold my breath.

12/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: No drug tests done on aupairs; aupair admitted to using cocaine and area director failed to address issue properly. Multiple issues with area director ****** ***** (area director) micromanages aupairs and their families, which strains the relationship greatly. Lack of respect and professionalism of the area director. Area director told aupair to pack her bags but denied this when asked. Aupairs are told they are here to study English and families are told they are getting a flexible and convenient caregiver. Aupair did NOT have extensive childcare experience; was unable to watch 2 children adequately. Aupair never performed duties described on website; no "light housework" was ever done. She did not even clean up after herself and rarely after the kids, especially when she had to watch two children. With one child, she was not able to take out the garbage when it was overflowing but she was able to unplug our nanny cam.

Desired Settlement: I want a full refund of the months we have left. The aupair is choosing to leave before her last day (Monday, December 1). We have had such a terrible experience with aupair care. The first aupair admitted to using cocaine and was never drug tested. When she left for her vacation, she admitted she will be drunk when she returned. She drank alcohol in our backyard without us knowing. Second aupair found it too "hard" to watch 2 children although when I interviewed her, she said she could watch 4 kids. We had to find additional childcare to make up for her inadequacies. She did no housework; could not even take out the garbage when it was overflowing. Did not know what to feed my 2 year old when she was given a list of foods to give her. ****** ***** told her to pack her bags and when asked, ****** denied this and later merely said "I might have told her to pack her bags, I don't know". Lack of help with the transition; ****** coming to our home and micromanaging the relationship was detrimental to our relationship, to say the least.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated and hope to come to an amicable agreement. The agency and family parted ways on 11/25/2014. Unfortunately, the family was not abiding by Department of State mandated regulations and AuPairCare was forced to terminate their participation. One of those rules is paying the au pair her weekly stipend. The host family had continual problems paying the $195.75 amount on time with both hosted au pairs. The host family has been refunded according to the terms and conditions of the signed Host Family Agreement. The refund is calculated as follows: **** ****** ****** x $*** = $********. In addition, AuPairCare has refunded a non-refundable credit amount of $***. As this is beyond our contractual obligation as agreed to by the host family in our Host Family Agreement, we are unable to offer any greater refund. The vast majority of our program fees cover upfront operational costs and as such this refund has been provided as a special consideration.

12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We contracted to host an Aupair. AuPair only stayed with us for 1 day before deciding she wants to go back. Company will not process a full refund. We contracted with the company to host an Aupair. After going through the interview process, we selected an AuPair and welcomed her in our home on Thursday night. Her official responsibility started on Monday morning. On Monday evening she notified us that she wants to go back home and left. We were left in a very difficult position to identify a costly replacement childcare on emergency basis. We also incurred the cost of getting her from their facility into our home. Company told us that we could look for another AuPair with them as a replacement but after working with their matching expert we have not been able to identify a viable replacement. They do not have many candidate in their pool which match our need. We asked for a refund given the fact that the AuPair only stayed with us for 1 working day. Company refused to process a full refund and is only willing to do partial refund. Even though the AuPair was not fully vetted by them for this type of behavior. As a professional company that specializes in AuPair placement, I would have expected them to vet the AuPair for exactly this scenario. If things didn’t work out after a month or two month, that is understandable. However, the girl left after 1 days on the job. Leaving us with significant financial responsibility. This is not a fair practice by this company.

Desired Settlement: I am seeking a full refund of $7560 which I have paid for the AuPair. While their policy states refund of $450 per month for each remaining month in case family breaks the match or AuPair leaves. I would understand that policy under normal circumstance where an AuPair stayed with the family for some time. At least 1 or 2 months. In my circumstance, AuPair was on the job for only 1 day. Given that situation, and the fact I have already incurred significant childcare cost for emergency replacement. I do not feel the normal policy should apply here and the company should process the full refund. After all this situation only happened due to their failure to properly vet the AuPair to ensure that she was ready to embark on this endeavor.

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. AuPairCare has accommodated the family with an exception to our contract. The host family was offered a **** refund of program fees if they decided to leave the program and the offer was accepted. However, the host family has decided to stay in the program and recently matched with their replacement au pair. Initial Consumer Rebuttal /* (2000, 11, 2014/12/10) */ 12-10-14 Sent via email: Hi Ms *****, I wanted to let you know that my case had been resolved and I would like to close the case with a positive outcome. Sincerely *******

10/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Breached their contract to provide services after they accepted my money and after I had paid for my au pairs fees. Total out of packet loss $3000.00 Have been with au pair care for 5 years. Service was reasonable. The last au pair was apparently bipolar and had to fired toward the end of her contract due to severe safety issue with our son. She left him in pools unsupervised in June knowing he could not swim and she came to work drunk in July and that was the last straw. She just got manic and disconnected with reality. She can not be around children unsupervised. In retaliation Au pair care cancelled out contract for the next year not allowing us to get a credit for the unused time and not allowing us to get a refund for the au pair we brought into the company and we helped certify. SO In January of 2014 we helped ****** **** of ******* apply to this program so she could be our au pair. We knew the family and she knew us. IT was us or nothing. I spoke with Au pair care about this and they said they would be delighted to qualify her and match her up with us. It took 4 months and $1000.00 that we paid. On July 17 we got an email regarding when we were to pick ****** up in ** in Sept., three days later they said they were breaking their contract and would not return all the monies that we expended, just some. With no cause except revenge for causing them trouble with by firing the bi polar au pair J ********** from Swede than endangered our son ****** 5. I tried to discuss this with them over three weeks, asking to speak to management and or counsel. NO interest on their part. They are also refusing to supply a document required by the IRS...their certificate of authority from the US department of State that is necessary for the tax deduction. This may cause us an additional $7,000 in tax payments. To the deatils. Our au pair was fired on or about July 15, 2014. Our contract ran till Sept XX XXXX. We were owed 8 weeks of credit or about $1000.00 That was to be applied to our new contract. As they illegally canceled it we are out that $1000.00 Next we paid for ****** **** $1000 fee that Au pair care demanded. Au pair care had already issued her the visa and told us when to pick her up. Then they cancelled the contract verbally and took us off their web site on July 17th. Only later did they do this in writing. ****** was in tears. So $1000.00 plus $1000 equals two thousand and the last $1000 is for all the expenses associated with their breach of contract. Phone calls extra fees in******* IRS problems accountants fees.

Desired Settlement: Five Certificates of authority needed for the IRS for the last 5 years. $3000.00 for funds extorted from us for services not delivered.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ August 29, 2014 Dear Better Business Bureau, Per the Host Family Agreements that the ***/******* family signed on both 03/07/2013 and 04/05/2014, for Program Years 5 and 6 respectively, the Host Family did agree to clause 28 which states that it is at AuPairCare's sole discretion to terminate a host's participation in the program: 29. Host agrees that AuPairCare may immediately terminate Host's participation in the program and remove the au pair from Host's home, if a) AuPairCare determines, at its sole discretion, that the au pair is in an unsuitable environment, or is being treated in an inappropriate manner by Host; or b) Host fails to comply with any terms of this Agreement, including, but not limited to, failure to pay the full program fee or any other stipend or payment required hereunder; or c) Host fails to comply with any of the Regulations; or d) AuPairCare determines, at its sole discretion, that the Host is not cooperative with AuPairCare's staff or services. In the case of any such termination, Host shall not be eligible for a program fee refund or to obtain a replacement au pair. Please see attached Host Family Agreements, for which we received the host family's electronic signatures as follows: Date signed: 03/07/2013, from IP Address *************** Date signed: 04/05/2014, from IP Address *********** On July 15, 2014, Mr. *** contacted AuPairCare to advise that they wanted to break the match with their current au pair, ******** **********. At that time, AuPairCare did advise Mr. *** that per the terms of the Host Family Agreement (clause 40), there would be no refund due for the unused time on the account. Mr. *** acknowledged and understood that. Two days later, on July 17, 2014, the Area Director removed the au pair from the home, thus ending the placement. Upon further review of the au pair's schedule, and review of the history and feedback from prior au pairs, it was determined that there were Department of State compliance issues and that the host family's home was not a suitable environment to host an au pair. AuPairCare informed Mr. ***, via telephone, of this decision on July 24, 2014. Mr. *** asked for us to confirm, in writing, that his contract with us was terminated as of that date. AuPairCare sent an email confirming that his contract with AuPairCare had been terminated as of July 24, 2014. However, the ***/******* family was still bound by the terms of the contract prior to that date and throughout the period of their au pair placement. In addition to ending the host family's placement with au pair, ******** **********, we also canceled their upcoming placement with au pair Verena Hetz. Per the above clause, and clause 40 of the Host Family Agreement, the Host Family was not eligible for any refund of program fees from ******** **********'s placement. Regarding the incoming au pair, Verena Hetz, AuPairCare refunded 100% of the downpayment paid towards that placement. We refunded $3185 to the host family's visa ending -8969 and sent a receipt to Mr. *** confirming this refund. At this juncture, AuPairCare has issued all refunds owed as per the Host Family Agreement to which the ***/******* family had agreed by signing the agreement. AuPairCare considers the matter closed. Sincerely, AuPairCare Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fraud! Fraud and Fraud. Yes some monies were returned to the undersigned but not what was owed. Have contacted the District Attorney's office and the Attorney General's office and they said because the amount was $3000, it was too small to criminalize. However they said if others come forward and the $5000 threshold is breached they might consider a felony investigation. We had been with the company for 5 years and are assuming there are new owners. Beware. The first two au pairs wound up in human trafficking, the next three were fine the last was bi polar and quite dangerous. Our firing her led to this Au Pair Care vengeful illegal fraud. They were afraid of something as they did not help this young woman get proper care for her condition. On a related matter the company refused to provide copies of their certificate of authority that is required for the IRS audits. If there are more of you out there please contact us at ************@hotmail.com. We are now pursuing this further with the US department of State.

9/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I never approved their charging my credit card of $4875. I thought they were only going to charge $650 for one month's worth of service. We're current customers of aupaircare.com and just experienced yet another form of extremely unprofessional customer service from their ''client services team''. When we decided to renew with aupaircare.com and interview/match with an in-country au pair, we contacted the customer service department (X-XXX-XXX-XXXX) to be clear on the financial commitment. We were told it would only cost us $650/month in addition to the stipend we pay the au pair. We then decided to move forward with finding an in-country au pair. After spending a significant amount of time and effort, we finally found an au pair we wanted to match with and requested a match this morning (time is of the essence as she needs to match by 8/24). I then requested the billing department (''*******'') contact me so I could ensure everything was cared for financially. She told me the $650/month was not an option for payment and that we would have to pay the full amount up front (which contradicted what I was initially told). She continued to tell me that I misunderstood, that I was sent an email and should have read it, I should have better read the web site to understand everything, that she didn't have any record of my previous conversation, that no one would have ever told me the ''$650/month option'' because all of aupaircare's representatives all know what to say, that no au pair agency would not not accept a lump sum up front, etc. etc. It quickly became an unproductive conversation as I became really upset. I never approved the full amount of $4875.00 being charged to the card I provided as I'd only expected one month's ($650) worth of payment to be charged upon arrival of the au pair I specifically instructed ******* NOT to charge the full amount to the card I provided (ending in ***** and that I would provide a different card number if the charge were to exceed the $650 I was initially told. They offer a payment plan option: Ask us about our in-country payment plan option. Families are responsible for the cost of the au pair's transportation to the new community. Again, when I initially spoke with the customer service rep, she stated it was $650/month and never mentioned anything about the full amount being due up front. It is clearly stated on the web site, but I went with what I was told initially trusting the rep was providing accurate information. I contacted aupaircare.com and Intrax, Inc. (the holding company) and never received a response except that they charged my card (the wrong card and without my approval) for the FULL amount. Since they offered a payment plan option, we'd please like for them to honor that so we can move forward.

Desired Settlement: To make this right, we'd like to please be granted the payment plan option that was originally offered to us and NOT have to pay almost $5K up front.

Business Response: Initial Business Response /* (1000, 8, 2014/09/15) */ The customer has advised us that they are retracting the complaint. She tried calling your BBB office, but could not get a hold of anyone. She has sent an email through your system. Please follow up with the customer to have the complaint removed.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Business providing cultural exchange program & family oriented child care. They have failed to provide either, and demonstrate no concern for family. We contracted with AuPair Care (APC) for one year, paid in advance, of child care service. Our first aupair arrived with "credentials" through APC of being able to drive and with the expectation of being able to care for 4 children. On arrival (Aug 22, 2013)she was unable to drive safely, failing initial driving test. We were told that they "rely on their sister offices" in other countries for this information and could provide no guarantee of driving ability. We paid for multiple driving lessons, so that she could safely drive with our children. Au pair1 was unable of caring safely for all 4 children at the same time, even with multiple meetings with our local rep, to help advise and train her. Ultimately, it was recommended to us, to break the match and move on with a new au pair, being reassured that there were many capable au pairs. We did this officially on January 7, although she did not leave our home until February 21. She did continue to help around the house until her departure, but with limited ability. We needed to provide and pay for additional childcare during this time to assist her. We were given the choice of shorter term in country au pair to complete our year, or to obtain an overseas au pair, but this would require us to commit to a new full calendar year. We decide on the year option, thinking that with better assistance in selecting a new au pair, we would be in this for the long term. On March 7, au pair2 arrived, and our initial impression was that this would be a much better experience. I spent 2 weeks training her and getting to know her. We all departed on a 11 day vacation that was pre-planned, hoping for the overall good experience and understanding the importance of family bonding, brought aupair 2 with us. On arrival home, 26 days ofter her arrival, she discovered she is pregnant. We took her immediately for evaluation and care that is not covered by her insurance, and notified APC of the situation. We were told that she must leave the county immediately. We were also informed, in a very unpleasant conversation with the Director of Client Services, that we would not be eligible for a refund of the remaining time we have paid for , as we have exceeded the 6 month mark of child care service as outlined in the host family agreement. My first argument is that we were under the understanding that our calendar year was reset, as we signed an agreement to host aupair2 for a full year. Apparently, as a technicality of the agreement, aupair 2 is still considered a replacement au pair and we are somehow still in our first contract time commitment, even though we signed a new contract, paid for new training services, and second flight surcharge for aupair2. In additional dispute, we received minimal care, that needed to be supplemented, during our first 4.5 months of service for we requested a match break on January 6, 2014. It took the following 6 weeks for APC to come up with an appropriate placement for aupair1, although to APC's credit, we were told that we could just tell her to leave or home (aka kick her out). Wouldn't that have been a caring, humanistic way to treat this struggling young girl? Even, accepting this additional time, it brings us to our 6 month mark of service. I argue that we have received no addition help from aupair2, as she was training, on vacation, now with morning sickness & being told she must leave the country. We would gladly allow her to stay in our home and work until our contractual year is complete in August, putting aupair2 at 5.5 mos pregnant when she returns home. Not unusual to work pregnant. We are told this is not an option. We are being offered a credit for 4.5 months of service, which is preposterous. I do not want another au pair at this time. The experience has been disruptive to our family; emotional and physically exhausting and incredibly trying on our children, becoming attached to these girls, as big sisters, and then having them leave abruptly.

Desired Settlement: We are requesting a refund of 6 months of child care services ($4095) that have been paid in advance however not provided by AuPair Care (APC). In addition we are requesting a refund of the second au pairs flight surcharge ($385) as the second au pair has provided no service and technically ineligible, per APC rules, to be an au pair given she arrived, albeit unknown, pregnant. APC has provided minimal support services throughout this difficult period, to either us, the host family, or the young girls that they bring into our country. The do not stand behind the selection, reviews, or work of their "sister offices" in other countries. We are contracted with AuPair Care, not the "sister offices," with the expectation that they are working with qualified field offices, whom they feel reflect the quality of their services. Total reimbursement expected is $4480.

Business Response: Initial Business Response /* (1000, 6, 2014/04/28) */ Clause 32 of our Host Family agreement states: 32. Host is hereby advised and agrees that AuPairCare does not guarantee childcare coverage at any time, including but not limited to...and/or inability or unwillingness by an au pair to fulfill her/his duties. Host hereby releases AuPairCare, its subsidiaries, officers, employees and/or agents from any and all claims for financial, incidental or consequential damaged, including but not limited to costs of alternative or interim childcare, loss of income, travel costs, emotional or psychological injury, or other loss or damage or any kind which may arise from the unavailability of an au pair's services for any reason whatsoever. When AuPairCare and the host family learned of the au pair's pregnancy, we had to terminate her from the program as she would not be able to fulfill her au pair duties, nor would she be insured for the healthcare needed. Our contract would have provided to the host family a credit of $500/month for the unused time, to be applied towards a future program year. Due to the extenuating circumstances of the unexpected pregnancy, AuPairCare made an exception to our contract and offered the host family a * for * credit of $******/month of unused time, to be applied towards a future program year. This equated to a full credit of unused time and this was offered as a courtesy, beyond the terms of our Host Family Agreement. The Host Family rejected this offer and instead decided to cancel their program. Because the family was past the 6 month mark in their program, per our contract, no refund was due (only a credit towards future program). We made an additional exception and provided the family with a standard refund of $***/month for the unused time. Again, this was an exception made outside of our contract. The Host Family advised us that they would be accepting this refund and would be removing the BBB complaint. However, the Host Family ultimately decided not to accept this refund and continued forth with their BBB complaint against us. We have since spoken to the Host family and have offered them an additional * for * refund, beyond the standard refund that we have already granted. The Host Family has accepted this offer. Initial Consumer Rebuttal /* (3000, 8, 2014/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will accept the compromised agreement of $****** per month for 5 months in order to close this matter. We do not however accept the response as being accurate. Of note, we, the host family, never agreed to the refund amounting to $*** per month of unused time, as stated in APC response. We also never stated we would remove the complaint until the time of this agreement and only once the full refund had posted to our account. In a brief, hurried conversation with a member of upper management, on April 25, while driving our departing au pair to the airport, I was told that given the circumstances, she would see to it that the refund was taken care of. No monetary number was discussed. At this time, Au Pair Care was in possession of the BBB complaint. I understood this to reflect that I would be refunded the amount that was expected, as stated the complaint. Not until we received a receipt did we realize that the refund was grossly under our expectation. At that point we informed APC that this limited refund was not acceptable. Final Business Response /* (4000, 10, 2014/05/20) */ On April 28, 2014, the additional exception refund of $****** was refunded to the customer's Mastercard ending -****. The customer should have already seen the credit on their statement. AuPairCare wishes the family well.**

5/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulent contract - skills and experience falsified, company unable to fulfill contract, services and term, proposed refund/resolution insufficient I was a repeat customer in 2013 contracting for a second year/second au pair via Au Pair Care. Au Pair 1 was from Japan, and was a very qualified, responsible, respectful and dependable girl. However, 2013-2014 proved to be a year of very poor quality and many failures. I contracted on July 15 2013 by credit card and paid $3895. The balance of $3700 was paid on October 19, 2013 using the same card. Au Pair 2 arrived on Nov. 21, 2013 with skills not as represented (per profile), an eating disorder, poor attitude and work ethic, she continued to violate house rules and when she finally became discontent with being held to the rules, she decided she wanted a rematch, without cause, which Au Pair Care granted. I was left with no child care during the interim and was simply granted privileges to go back to the family room to search for a replacement (in my spare time) We were stuck. I searched the pool of new and re-match candidates and we identified a candidate in rematch who appeared to have the qualifications needed. According to her profile, she had experience with toddlers, and appeared to be qualified to care for our son. Week two she fell asleep on the job, left the back door to the pool standing open and left the baby unattended and untethered on the changing table while she crossed the house to ask me a question. Any one of these events could have been fatal and all happened while I was home. Given the risk of injury or death in her care, I had no choice but to ask Au Pair Care to remove her. She left promptly so she could spend all her days working to re-match with another family. (I would be terrified to know that she has been assigned to another family given the carelessness she exhibited here). The local coordinator apologized and sent my letter up to her manager. I didn't receive any correspondence from Au Pair Care Corporate of any kind, but received an insufficient refund in the amount of $3825 after paying the agency $7500 and the au pairs $2740.50 for a total of 14 weeks of inadequate and wreckless child care by unqualified and irresponsible young girls. Au Pair Care would have gladly offered me a replacement au pair, but after two failures I wasn't willing to risk my child's life under their care again. Ironically, when the local coordinator came to pick up the last au pair, she had another failure waiting in the car, demonstrating that I am not alone in my dissatisfaction with this service. Last but not least, the placements both left their rooms in complete and utter disgrace. I found rotten food under the bed and in the cabinets, there were stains from spilled drinks, etc. on the carpets, and neither changed their bed linens once during their stay. I have spent over $650 having carpets, linens and having maid service for deep cleaning after both departures.

Desired Settlement: I've spent an exorbitant amount of money during this au pair care process, and feel the amount of the refund is far from adequate. During these transitions, I have missed several days of work, my child has been through alot of stress and discontent over the transitions, and I feel Au Pair Care not only owes me an apology, but a full refund for the amount paid - $7500 for this contract year - a contract in which they were unable to fulfill due to the inability to provide qualified, dependable and trustworthy caregivers. I am making a one-time, good-faith effort to settle this matter privately with the aid of the BBB.

Business Response: Initial Business Response /* (1000, *, 2014/04/1*) */ We regret to see that the customer has filed a complaint against AuPairCare and are more than happy to address her concerns. Because we are a sponsor of the J-1 Visa Program, the Department of State requires that we maintain monthly contact with both our host families and our au pairs and that our regional Area Director document each contact and any problems or issues that arise. As such, we have detailed documentation throughout all of the client's placements. Au Pair XXX arrived into the home in November of 201*. In the welcome call, the December and January monthly contacts, the host mother reported that everything was going well and did not report any problems to the Area Director. On February 4, 201*, the Area Director received a message from the host mother advising her that the au pair wanted to break the match. On February *, 2014, our Area Director conducted an in-person mediation with both the host mother and the au pair. During the mediation, the au pair revealed that she felt uncomfortable with certain political remarks by the host father and also by remarks that she felt were racist against minorities. Both parties agreed that it was best to break the match and part ways. At no time did the host family ever express any concerns of an eating disorder, poor attitude and work ethic, nor that the au pair had violated any house rules. Au pair placements can break for a whole host of reasons, both on the au pair's side and the host family's side. Our Host Family Agreement does stipulate that AuPairCare cannot guarantee childcare coverage at any time, including for the "inability or unwillingness by an au pair to fulfill her/his duties." (clause *2 of the Host Family Agreement) Both parties do have the right to break a match, which is the reason that we do provide a replacement au pair if the host family is still within the first six ****** of their placement. As such, per the Host Family Agreement, because the match with XXX ended after 2.7* ******, we did allow the host family to match with a replacement au pair. The host family chose au pair XXX, who began her placement on 2/21/14. The Welcome Call and the February monthly contact reported everything to be going well with the placement and reported no problems to the Area Director. Unfortunately the match deteriorated in March and on */12/14, the Area Director conducted a mediation with the host mother and the au pair. In this mediation, the host mother raised some safety concerns that she had with the au pair. The au pair understood the concerns, how to fix them, and did not repeat these mistakes. It is important to note that this is a cultural exchange program and that child-rearing norms are very different in other countries and cultures than they are here in the United States. This is the reason that we do require a 60-day adjustment period and it is during this period that the host family is to work with the au pair to train and guide the au pair in the ways of American childcare norms. The Area Director encouraged the host mother and the au pair to continue working together to train the au pair and move forward with the match, however the host mother decided that she did not want to continue with the program and requested a refund. On March 14th, AuPairCare processed a refund in the amount of $********. This was the refund amount due to them based on the Host Family Agreement which stipulates that if a host family cancels within the first six ******, they will receive a refund of $***/month for their ****** ******. After the match with XXX broke, the host family was left with *** ****** ****** x $*** = $******** refund. Please refer to clause ****a of the attached Host Family Agreement, which the host family signed electronically with Docu-sign on 06/17/201* from IP Address XXX. Lastly, regarding the customer's assertion that the au pairs left the rooms "in complete and utter disgrace," the Area Director has advised that she went into the bedroom to help XXX gather her belongings. She reports that the room was spotless, the bed was made, and everything was clean. She did not see any stains on the carpet or anything wrong with the furniture. AuPairCare has upheld the terms of our Host Family Agreement. We did provide the host family with a replacement au pair when their match ended with au pair XXX. Once the family matched with XXX, we encouraged the host family to continue with the placement, beyond the 60-day adjustment period, however the host family chose to end the match and requested a refund. We refunded them according to the terms of our Host Family Agreement, and as such unfortunately we are not able to provide any further refund beyond our contract terms. Initial Consumer Rebuttal /* (*000, 7, 2014/04/2*) */ (The consumer indicated he/she DID NOT accept the response from the business.) The refund of $**** is not adequate resolution of a fraudulent contract and false and misleading representation of services and qualifications. My final compromise proposal is a full, yet prorated refund for fees paid to Au Pair Care for the remainder of the contract term. Specifically, ****** * *** ******, based on $7*9*.00 paid for a 12 month term vs. their reduced refund rate of$*** * *** ****** (****.00 which was refunded in March). A difference of ********. I want to reiterate that this IS a compromise. Given the lost time at work, and damages sustained, and the effects that these transitions have had on my child, I should be entitled, at a minimum, to a FULL refund and perhaps compensation for damages. If this is not met with Au Pair Care's agreement, I will continue to seek alternative avenues for resolution, including, but not limited to a formal complaint to the Department of State, as Au Pair Care DID NOT make the visits (or calls) in December, January and February, as they claim in their response and as are required to by law. The contradiction of facts in AuPair Care's response is not just limited to citing Local Representative check - ins during the three ****** with both au pairs, but only continues with additional misrepresentations. With regard to Au Pair 1, there was not a mutual agreed upon match-break. She quit - plain and simple. The match was requested by the au pair and granted by Au Pair Care. While she was in fact breaking the rules, did not have a good work ethic and suffered from an eating disorder, I explained to the local coordinator that I was willing to look past her inadequacies because my child was well cared for. Also to further substantiate evidence of her eating disorder, when her bags were being carried out the door, I noticed she had taken food from my pantry (in addition to a few of her favorite water bottles). Au Pair care issues a health certification with each au pair and there was no documentation of her eating disorder. Another falsification of the product/service. I am not going to respond to Au pair 1's accusations of "racist remarks", which is baseless, immature and immaterial, but as to her disfavor for our political views - isn't that part of the "cultural experience", to experience our country, people, values, politics or otherwise? Finally, I take exception to the allegation that the Local Coordinator found the room spotless when she came to help Au Pair 2 get her belongings from her room. Lucky for her, the day of her departure was cleaning day, and just prior to the maids arriving, I entered her room to let the maids in. What I found was so appalling that I took pictures, which I offered to the local coordinator and still have in my possession. I specifically asked Au Pair 2 to go back to her room and tidy it up herself before I would allow the maids to go back and do surface cleaning. I also have pictures of the carpet the day after her departure, the broken toilet seat which the Coordinator apparently did not see and, I also doubt she tried to use the blinds and realized the strings had been stripped. The day following Au Pair 2's departure, I emailed the Coordinator and she both acknowledged this and other facts, and apologized, so another misrepresentation of the facts. In summary,I am just floored that Au Pair Care would go on the record in response to this complaint by suggesting that "child rearing norms are different", and go on to suggest that I should have endured a 60 day adjustment period to "train and guide" the au pair who put my child's life in GRAVE danger on three occasions in one week. Allowing her to continue in her wreck-less and irresponsible ways for 60 days was a risk I could not subject my child to, and if I had we'd be having a different exchange in a court of law with injuries, or far worse. An irresponsible and unsatisfactory response from the company. To further state that 60 days is required to "train and guide" the au pair, the service provider who, according to their website has "extensive childcare experience" only validates the false and misleading representation of services, which is my second basis for this refund request. How disgraceful that Au Pair Care promotes their "experienced, responsible, dependable, and affordable child care service" on their website and other marketing venues and then hides behind this curtain of "we're a cultural exchange program" when consumers raise serious concerns about the quality and safety of their children in the care of their recruits. Another reason I feel a complaint to the Department of State should be logged - as a participant in this same bait and switch program. The child care business is not a game. It is a privilege and a very significant responsibility, and Au Pair Care's stance by defending and condoning the irresponsible acts of these young, inexperienced girls is shameful and careless. Contrary to the response letter, Au Pair Care is certainly ABLE to provide additional refunds in the amount of $*******. This is a very small concession for a scenario that could have played out much differently on their watch. It's a small settlement, and I believe it is in their best interest to greet my proposal with their acceptance to provide a satisfactory resolution for their BBB performance record. Final Business Response /* (****00, 9, 2014/0*/08) */ AuPairCare has responded in accordance with our Host Family Agreement. As clause 8 of the Agreement clearly states, AuPairCare cannot guarantee that a particular au pair will be compatible in a host family's home. "8. Host is hereby advised and acknowledges that AuPairCare's function is to locate and present au pair candidates who meet AuPairCare selection criteria,but that final selection of an au pair is the sole responsibility of Host. Host understands and agrees that while the screening process does include a questionnaire pertaining to the au pair's reported health, AuPairCare cannot independently verify the accuracy of the representations made therein, and is not responsible for any representations made by au pairs and/or their physicians with respect to anau pair's health or physical condition. Host understands and agrees that AuPairCare does not guarantee that any particular au pair will be compatible in Host's home, or meet Host's expectations." Matches break for a whole host of reasons, both on the au pair side and on the host family side. When a first match breaks within 6 ******, we do provide a replacement au pair, which this host family did receive. If that match is then unsuccessful, the Host Family has the option to request a refund or a credit towards a future placement, as per the refund policy in clauses *9-4* of the Host Family Agreement. In the event of a refund, which this family requested, the Host Family Agreement allows for a refund of $***/month as long as the match is still within the first 6 ******. As this family had used *** ****** of service, they were eligible for a refund of $***/month for the remaining *** ****** ******. They received this refund of $**** on March 17, 2014. As the host family did sign and agree to this refund policy, that is the extent of AuPairCare's obligation to the host family. That said, as a courtesy, we will provide the family with a ****** for ****** refund. As the Domestic surcharge ($***) and the SEVIS fee ($**) have already been spent and are non-refundable, the total program fees would be calculated as: $****- Matching Fee $****- Annual Fee Balance ($***)- Repeat Host Family Discount ($***)- Early Match Discount ________________________________ $7100 Total program fees To calculate a ****** for ****** refund, that total is divided by 12 to give a monthly program fee of $******. As an exception that is above and beyond what our contract requires, we will grant a courtesy refund of *** ****** ****** x $****** = $*******. As the family has already been refunded the $**** (our only contractual obligation), we have refunded an additional $******* ($******* - $**** already refunded)to AMEX ending -2008. Please allow *-7 business days for the credit to appear on the statement. While AuPairCare accepts no responsibility for the failed match and we maintain that we have treated this customer fairly and in accordance with our Host Family Agreement, we do take our customer satisfaction very seriously. To that end, we hope that the customer will view this courtesy exception refund as a gesture of goodwill.

4/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Au Pair Care sent an au pair that was not properly screened. She had no childcare experience and no one checked her background per the agreement. Au Pair Care did not fulfill their duty to send an au pair who had been full screened and background checked. The au pair that was sent to us, ***** ******* was listed as coming from ******** yet when she got here we found out she was from ***** (the agency never disclosed her country of origin passport). When she got here she indicated that no one verified her employment history and work experience. She said she had no experience watching children, other than a few hours watching her nieces. She further indicated that her letters were from friends and family. No one at Au Pair Care verified her work experience or references. As a result she was not equipped to watch children. She became angry and upset when my baby cried, was awake or wanted to eat. She ignored my older children. Au Pair Care sent us someone that was not per our agreement of their due diligence.

Desired Settlement: I would like a full refund of all money paid, including the infant training class.

Business Response: Initial Business Response /* (1000, 5, 2013/11/05) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated and hope to come to an amicable agreement. The customer has asserted that the Au Pair was not properly screened, however I have verified our records and spoken with our overseas partner and I can confirm that we have acted in accordance with all Department of State regulations regarding proper screening of Au Pairs. We do have on record three non-family related personal and childcare references, and signature confirmation that our overseas partners did call and verify each of these references. (************) We also have a copy of a police background check, a school verification, and a detailed interview with the Au Pair, conducted by our experienced screening staff. Speaking to the experience of the Au Pair, her original application states that she had 408 hours of experience caring for children under the age of 2. Additionally, she confirmed, and her references verified, that she has experience with children between the ages of 0-5 years and that she is comfortable caring for children between the ages of 1-15. All of this information was available to the Host Family prior to them selecting this Au Pair. The Host Family also conducted their own interview of the Au Pair. Between her own statements, those of her references, and a detailed screening interview, I can confirm that AuPairCare performed the proper screening as per our agreements with the Host Family and the Department of State regulations. Once selected, the Au Pair did go through our extensive Au Pair Academy training and also received additional, specialized training to become an Infant Specialized Au Pair. The customer also asserts that AuPairCare misrepresented the nationality of the Au Pair, however her Au Pair profile clearly listed her as ''Nationality: ********** It is not uncommon for ********* of one nationality to hold residence in another ******** Union country. Her ******* nationality was visible to the Host Family from the beginning of the matching process. I do understand that there was an oversight with her ******* Passport *** being the proper type to allow entry into the US. This did cause her flight to be delayed by one day, however as the Au Pair went directly to Academy training and was able to make up the missed training there, her arrival to the family was not impacted or delayed. From reviewing the account history, I can confirm that AuPairCare acting fully in accordance with our Host Family Agreement (attached and e-signed by customer on 02/28/2013) and the Department of State regulations. Also, per our standard Refund Policy for cancellation within the first six months of the program, we have already refunded $4,500 to the customer for the 10 months of unused Au Pair service (10 months x $450 = $4,500). This was refunded to the customer's credit card ending ***** on September 11, 2013. This is our only contractual obligation to the customer. That said, we of course want to provide the best possible service and because of the oversight on our part with the passport, and because the Host Family does not feel that the Au Pair was properly qualified, as a one-time courtesy, we are happy to offer an additional refund of the Infant Specialized Fee of $950. Please let us know if the customer would like to accept this offer. Final Consumer Response /* (2000, 21, 2014/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please issue a refund immediately to avoid legal action. Final Business Response /* (4000, 19, 2014/01/23) */ We have already provided you with all of our documentation which shows our verification of the au pair's childcare hours. We have provided copies of the au pair's application stating her hours and also our screenshots of our database where our screening team has verified the hours stated. We have adhered to all of the Department of State guidelines and we have provided all documentation in accordance with our Host Family Agreement (which we also provided you). There is no further information that we can provide you with at this juncture. As I said, we have already offered to refund Ms. ***** the non-refundable Infant Specialized fee of $950. Additionally we have offered her $1450 on top of the standard contracted refund of $4500, which we have already issued to her. These additional offers have been offered as a courtesy and are not required by our Host Family Agreement. Business Response /* (-10, 24, 2014/02/03) */ Client has been refunded the agreed upon amount: An additional $50/month x 10 unused months = $500 PLUS $950 Infant Specialized fee = $1450 additional refund this was refunded today to client's AMEX ending -2029 and makes for a total refund of: $1450 + $4500 (refunded on 9/11/2013)= $5950 total refund. Please note that this refund is above and beyond our standard refund policy as stipulated in our Host Family Agreement. Consumer Response /* (3000, 26, 2014/02/20) */ Hello - I agreed to the refund and have not received anything. They didn't follow through.

11/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Merchant did not properly screen an au pair who admitted to lying on her application and placed her in our home and endangering our chidlren. The merchant charged us approximately $3,000 to place an au pair from China in our home in NYC for child nanny services. The au pair came to our home and refused to perform basic child-care duties. Such duties to be provided were spelled out in writing by the Merchant to the au pair prior to her leaving China for NYC. The au pair then continuously put our children in danger by trying to feed them foods that we told her not to such as but not limited to brown sugar dissolved in water and nuts. The au pair also started sticking the kids faces in front of a working microwave oven after we repeatedly told her not to. When confronted by my wife and I, the au pair admitted to us that she lied on her application in order to get into the US and that she had "zero" experience taking care of children less than 2 years old and she didn't even know how to change a diaper. The au pair also stated that the Merchant told her that they never explained the au pair's actual scope of work to her and that the au pair's only task as defined by the Merchant was to read children's books to the kids for a maximum of 4 hours per day, which is counter to what services were supposed to be provided which included a 40 hour work week and full child-care services. We complained to the Merchant who refused to take our calls and then credited our Amex card an unacceptable $247 credit and then placed the au pair with another family who they also charged another $3,000+. The merchant has not informed the new family of why this au pair had to be replaced. ADDITIONAL DETAILS: Case is being handled by another organization: American Express Credit Card Services

Desired Settlement: We are demanding a 100% refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/23) */ AuPairCare has reached out to Mr.*** in efforts to correct the issues brought forth in the BBB letter. We value him as a customer and have extended an additional refund of $1,152.50 as a goodwill gesture. The client is not due this money and it will actually be a loss to the agency. It is our intention to provide great customer service and support. Mr. *** submitted multiple credit card disputes regarding the American Express payment made to AuPairCare. All were credited in the Merchant's favor and American Express did not find any fault with AuPairCare's business practices. At this point AuPairCare does not owe any additional funds to the client and has made numerous attempts at resolving this issue. Final Consumer Response /* (4200, 11, 2013/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our position has not changed. We are demanding a full refund as a result of the Merchant's negligence in this matter. As summarized in the previous document(s), we had paid the Merchant to provide child-care services by a qualified individual. The merchant sent a representative to our home who spent approximately one hour and witnessed two infant children which were to be cared for and went over a specific work scope to be provided. Instead, the Merchant delivered an unqualified individual who admitted after-the-fact she had no experience caring for children less than seven years old and proceeded to experiment on our infant daughters which put them at risk to the point that the child care provider had to be removed from our home. The child care provider even went so far to inform us that she was not in our home to provide any child-care services that was originally spelled out by the Merchant's representative to us. As for the Merchant's alleged losses, the child care provider they placed in our home indicated that she paid the Merchant $5,000 to be placed in a US family for a "cultural experience" only and would not be providing any child-care services which is counter to what the Merchant promised to us or advertised on their website. The Merchant has since moved this child care provider to another family who the Merchant apparently also charged $2,800 in addition to ours. In summary, we are demanding a full refund as a result of this Merchant's gross negligence and not because we happened to change our mind. We have had to incur losses in recruiting another qualified child-care provider and to defend ourselves in this matter. We will settle for $2,500 if we can resolve this matter amicably however if we need to escalate it to a civil court we will be asking for a full refund plus any punitive damages available to us. Please advise. Final Business Response /* (4000, 9, 2013/11/05) */ We are sorry to hear that the customer has not accepted our courtesy offer of $1,152.50. We have also been notified today, per the customer's letter to American Express, that the customer is claiming that we only disclosed the refund policy after the online purchase was made. As previously stated to the family's attorney, the ..... family did agree to the terms of our Host Family Agreement (********), which was signed electronically on 1/15/2013. I have ******** the Host Family Agreement (HFA) for your review and have included the details and IP address from which the electronic signature was submitted on 1/15/2013. I have also ******** screenshots that show a client's progression in our online enrollment process. As you can see from the screenshot, the account page clearly states which items had to be completed before requesting a match. At this point in the enrollment process, they had not yet been matched with an Au Pair and no payment had been rendered. From the screenshot, you can see the checklist showing that the .... family had in fact signed the Host Family Agreement. On January 29, 2013 (14 days after they had signed the Host Family Agreement), the .... family paid $2800 in program fees as a down payment on the program, plus a non-refundable $35 Sevis charge. When we were notified that they wished to cancel from the program, based on our stated Refund Policy, we processed a refund in the amount of $247.50. As a courtesy, the Vice President of AuPairCare has previously offered to extend an additional refund of $1,152.50. As this is beyond our contractual obligation as agreed to by the .... family in our Host Family Agreement, we are unable to offer any greater refund. The vast majority of our program fee covers upfront operational costs and as such this offer is being provided as a special consideration. Because it is our wish to close the relationship amicably, we are once again willing to offer an additional refund of $1,152.50. Please let us know if you would like to accept this refund offer.


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