American Institute For Foreign Study

Complaint: [redacted] I am rejecting this response because: [redacted] and I have not had a chance to discuss I never received said email so last week we made attempts to connect but nothing has been scheduled as of yet Sincerely, [redacted]

[redacted] hosted the au pair she refers to from June 7th until December 13th During that time the au pair was providing child care for *** *** On December 7th the au pair contacted our local representative to inform her that [redacted] had decided to end the relationship because she could no longer continue to pay for the program At that time [redacted] requested a refund After reviewing the account we informed her that there was a very small balance still to be paid Since she was on our payment plan we reversed the payment plan fees as a customer service gesture so that the small balance remaining would be waived This left her with a zero balance Between December 7th and December 13th the program manager had conversations with [redacted] where she explained the refund policy and answered questions about finances Regarding the concerns about the au pair’s training, each host family selects their au pair based on the information they have on the au pairs application and their own telephone interview [redacted] ***’s au pair met all of our program screening requirements including the government regulations On January 30th we sent [redacted] a breakdown of her account showing the zero balance At this time I have reached out to [redacted] to further discuss her concerns but have had no response as yet We will follow up with a letter to [redacted] ***

Complaint: [redacted] I am rejecting this response because: The information disclosed by this agency is false, as the au pair opted to leave the program on her own and this was communicated in writing to the area coordinator who was fired before the paper work was submitted, as these conversations took place over several weeks with this coordinate who was aware of the problems with the au pair and was removed from the system prior to submitting the paperwork In fact the au pair contacted the agency and told them I lost my job in fear she would have to pay for her return flight home-she opted to go home because she could not do the job and that documentation is available via previous emails with the former coordinator I was contacted by [redacted] who offered me Child care protection since she was told by the au pair that I lost my job When she was told this did not happen, that I did not lost my job and the au pair opted to leave on her own because this was a job that she could not do, [redacted] said she would coordinate the flight out for the au pair and would be in touch with me to discuss a refund I did not hear from [redacted] despite several calls and emails to multiple agency representatives Indicating there were three conversations over the course of one week is additional information and I am prepared to show the evidence of such Furthermore the au pair did not meet the minimum child care requirements as the agency markets on their website, as she had hours of child care experience instead of the they claim to offer and they also counted child care time taking care of a family member which is not allowed to count The fact that this agency replies with information further supports their inability to provide service and support to their families I request such documentation to further support their claims of such communication They failed to address any questions I had on the invoicing from the beginning to the end of the placement Had the coordinator not been fired who was handling my situation, the process would have been smoother After over a month of not hearing from [redacted] and getting no response from their home office executives, I did get a "nice" helpful person however she was unable to help I have email evidence of Everything to further support the complaints and am happy to provide these to further support my position and expose the dishonesty in their response Sincerely, [redacted] ***

We are sorry that Ms [redacted] is not happy with the service received from Au Pair in America After the initial complaint came in regarding her dissatisfaction with the employee conduct (received on 1/28/2014), the employee’s supervisor, [redacted] , reached out to Ms [redacted] on 1/30/via email – see below, but did not get a return response Phone calls and emails were exchanged by the employee and Ms [redacted] to try and resolve the issue Au Pair in America prides itself on the service we give to host families and does not tolerate employees who would slander a host family in anywayWe do not believe this occurred in this case and have done due diligence with the employee to back up our belief Ms [redacted] signed a waiver giving us the rights to a photo of her child to use in the brochure We have provided Ms [redacted] with a copy of the signed waiver and can provide to Revdex.com if necessary Unfortunately, the brochure has been printed From: [redacted] Sent: Thursday, January 30, 9:AMTo: '***XXXXXXXXXXSubject: Au Pair in America HFXXXXXX Dear ***, My name is [redacted] and I am [redacted] ***’s manager I understand that there has been some confusion and misunderstandings concerning a possible match with extension candidate [redacted] I would be happy to talk with you this afternoon and hopefully be of some help with this situation I actually have a string of meetings today but I am available at 3.30pm for half an hour if that works for you I have more availability tomorrow if that works better for you just let me know and we can set up a time Warm regards, [redacted] Manager, Program Services [redacted]

[redacted] , Program Services Manager, and the consumer discussed her complaint via phone On February 19th, Au Pair in America received an email from the consumer stating she had spoken to *** [redacted] and was requesting the Revdex.com case be closed We would like confirmation back that this case is now closed