Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCareWe 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 AcademyOur website states the following: All au pairs caring for children under the age of two are required to have a minimum of hours experience with that age groupAuPairCare 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 trainingIt is stated on our website, checkout [redacted] and Host Family Agreement (signed by the customer on 12/30/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 airportOur 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 $for educational reimbursement for your au pairIn addition, this fee is listed on the checkout [redacted] and Host Family Agreement The customer states AuPairCare has no idea of the process of obtaining a Driver's License or SSNIn Family Room (online account) under family resources is a document entitled 'You've matched, what's next?' that covers these topicsIn 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 pairOur records show she was contacted by her matching expert on April 2, who reviewed her preferences provided recommendations The customer states the Host Family Agreement does not state responsibility for the Additional Months FeeSection 38a provides as follows: IN THE EVENT OF AU PAIR REPLACEMENT, HOST AGREES TO ALL OF THE FOLLOWING: a) Host shall be responsible for paying AuPairCare $for each additional month of replacement au pair service beyond Host's original twelve (12) month programSuch 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 AuPairCareOur records do not show a call from the au pair; however, the manager has spoken with the customer about the I-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 pairPlease note AuPairCare is sponsoring agency and does not assume the role of immigration officials when an au pair's program ends earlyWe 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 / [redacted] (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 by APCI 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 PairLook at your records, our replacement Au Pair started just days laterThe recruiting and contact with us, as the paying host family was almost non-existent 2) We understand the contract and section 38aHowever, you've opted to leave out the contract sections that actually do apply to our complaint related to if the Au Pair breaks the contractThat part of the contract is extremely gray, and we have discussed and received agreement from a contract attorneyWe also received a call from APC to pay the remaining ~$(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 ~$Point in case, this clause is extremely gray and not enforceable 3) We have figured out the issues with the 1-and it has been resolvedThank you to the APC representative with whom I escalated to for helping get quick resolution 4) This is absolutely patheticThe situation with our previous Au Pair was observed by many current Au Pairs in our areaIt 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 wishAlthough her program in SEVIS was ended, she is still living in ***, communicating via text and SnapChat almost daily and working as an illegal immigrantIt's disgusting to see APC washes their hands of reporting her to immigration servicesUnfortunately, 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 complaintWe are dealing with these matters at a higher levelHowever, I'd like to raise awareness to other host familiesWe 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 / [redacted] (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 cameraWe finally have proof now to solidify our concernsWe shared with the Area Director, and she thankfully, responded to our concerns by removing the Au PairWe have requested a program refund and we are awaiting response from the academy Final Business Response / [redacted] (4000, 19, 2015/08/18) */ We have been in contact with this customer and have reached an amicable solutionWe thank the customer for her program participation and wish her the best in her future childcare endeavors
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCareWe 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 AgreementUnfortunately, we are unable to offer any greater refund as the vast majority of our program fees cover upfront operational costs Initial Consumer Rebuttal / [redacted] (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 costsIn 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 obligationsWe payed upfont fees to AuPair Care and only are asking for a refund for services paid and never received Final Business Response / [redacted] (4000, 9, 2015/05/20) */ AuPairCare's fees are available on its website along with the services/items includedAs per the attached contract, agreed to and electronically signed by the customer prior to matching with his au pair, sections and thereof provides as follows: 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 HostHost 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 Host is hereby advised, acknowledges and agrees that AuPairCare shall not be liable for and does not guarantee acceptable performance by the au pairHost 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 pairAuPairCare 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 requestedWe thank the customer for their program participation and wish them the best in their future childcare endeavors Final Consumer Response / [redacted] (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 figuresHow did you arrive that from the $we paid $covered Au Pair expensesIn addition this is a flawed business plan as the company has NO support for the host families who are a vital part of this programPlease provide the details in your calculation
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are sorry to hear that the customer is dissatisfied with the services of AuPairCareA representative has contacted this customer to offer an amicable resolution to her requestWe are currently awaiting a response
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCareWe 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 AcademyOur website states the following: All au pairs caring for children under the age of two are required to have a minimum of hours experience with that age groupAuPairCare 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 trainingIt is stated on our website, checkout [redacted] and Host Family Agreement (signed by the customer on 12/30/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 airportOur 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 $for educational reimbursement for your au pairIn addition, this fee is listed on the checkout [redacted] and Host Family Agreement The customer states AuPairCare has no idea of the process of obtaining a Driver's License or SSNIn Family Room (online account) under family resources is a document entitled 'You've matched, what's next?' that covers these topicsIn 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 pairOur records show she was contacted by her matching expert on April 2, who reviewed her preferences provided recommendations The customer states the Host Family Agreement does not state responsibility for the Additional Months FeeSection 38a provides as follows: IN THE EVENT OF AU PAIR REPLACEMENT, HOST AGREES TO ALL OF THE FOLLOWING: a) Host shall be responsible for paying AuPairCare $for each additional month of replacement au pair service beyond Host's original twelve (12) month programSuch 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 AuPairCareOur records do not show a call from the au pair; however, the manager has spoken with the customer about the I-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 pairPlease note AuPairCare is sponsoring agency and does not assume the role of immigration officials when an au pair's program ends earlyWe 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 / [redacted] (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 by APCI 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 PairLook at your records, our replacement Au Pair started just days laterThe recruiting and contact with us, as the paying host family was almost non-existent 2) We understand the contract and section 38aHowever, you've opted to leave out the contract sections that actually do apply to our complaint related to if the Au Pair breaks the contractThat part of the contract is extremely gray, and we have discussed and received agreement from a contract attorneyWe also received a call from APC to pay the remaining ~$(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 ~$Point in case, this clause is extremely gray and not enforceable 3) We have figured out the issues with the 1-and it has been resolvedThank you to the APC representative with whom I escalated to for helping get quick resolution 4) This is absolutely patheticThe situation with our previous Au Pair was observed by many current Au Pairs in our areaIt 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 wishAlthough her program in SEVIS was ended, she is still living in ***, communicating via text and SnapChat almost daily and working as an illegal immigrantIt's disgusting to see APC washes their hands of reporting her to immigration servicesUnfortunately, 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 complaintWe are dealing with these matters at a higher levelHowever, I'd like to raise awareness to other host familiesWe 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 / [redacted] (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 cameraWe finally have proof now to solidify our concernsWe shared with the Area Director, and she thankfully, responded to our concerns by removing the Au PairWe have requested a program refund and we are awaiting response from the academy Final Business Response / [redacted] (4000, 19, 2015/08/18) */ We have been in contact with this customer and have reached an amicable solutionWe thank the customer for her program participation and wish her the best in her future childcare endeavors
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCareWe 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 AgreementUnfortunately, we are unable to offer any greater refund as the vast majority of our program fees cover upfront operational costs Initial Consumer Rebuttal / [redacted] (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 costsIn 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 obligationsWe payed upfont fees to AuPair Care and only are asking for a refund for services paid and never received Final Business Response / [redacted] (4000, 9, 2015/05/20) */ AuPairCare's fees are available on its website along with the services/items includedAs per the attached contract, agreed to and electronically signed by the customer prior to matching with his au pair, sections and thereof provides as follows: 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 HostHost 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 Host is hereby advised, acknowledges and agrees that AuPairCare shall not be liable for and does not guarantee acceptable performance by the au pairHost 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 pairAuPairCare 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 requestedWe thank the customer for their program participation and wish them the best in their future childcare endeavors Final Consumer Response / [redacted] (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 figuresHow did you arrive that from the $we paid $covered Au Pair expensesIn addition this is a flawed business plan as the company has NO support for the host families who are a vital part of this programPlease provide the details in your calculation
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are sorry to hear that the customer is dissatisfied with the services of AuPairCareA representative has contacted this customer to offer an amicable resolution to her requestWe are currently awaiting a response