Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We are not currently represented by an attorney and were hoping to avoid litigation It's not who we are We simply want the money back that we paid, minus what we paid directly to our au pair, and we can part ways professionally Regards, [redacted]
While we are unable to provide any additional refund offer above and beyond the exception we have already made, we do have your proposed agreement modifications under review by our legal counsel and we will be in touch with you as soon as we have confirmation on whether we will be able to proceed with your requests It is up to you as to whether you feel you need representation at this time for any further action However, I would respectfully request that further correspondence be done directly via email as the Revdex.com should not be used as a method of communicating on these details as this goes beyond the scope of the organization's intent I can be reached at [redacted] @culturalcare.com
We regret the family feeling unsupported in any way during their time with the program, however, we simply do not agree with the description of events they have provided Given the sensitive nature of the concerns that were raised during the course of the placement and the involvement of CPS, we will not provide further comment In an effort to provide closure, a specialized refund was offered to the family This offer was certainly not “small” Quite the contrary as it represented a 100% refund of every unused program week left on their account and totaled nearly $ This money was not contractually due but was offered to them in the spirit of customer service The family, of course, has the right to decline this offer Should they change their mind, our offer remains available to them
While we regret the disappointment expressed by the [redacted] family, the screening of this au pair was consistent with regulatory requirements and the information contained within her application was provided by the au pair directly She spent over months with this family and after her departure, efforts were made to work with the family to find another au pair but the family became unresponsive The host family agreement contains the refund policy and was signed prior to welcoming an au pair to their homeThe total paid in program fees fell below the threshold required for a contractual refund to be processed The complaint indicates payment of $6672, however the total amount paid to Cultural Care was $ We’d be happy to review if there are any questions regarding payments posted to this account While no refund is due, should the [redacted] family wish to return to the program, we would be happy to discuss their experiences further and see if there could be some sort of adjustment made to their account in recognition of their frustration We are hopeful that they could have a very positive program experience but understand if they do not wish to participate
We wish the family the best in moving forward and regret any frustration they experienced on the program At this point, further response does not appear to be productive given the unfortunate, untrue and inappropriate way that our organization is being described by the family
The response provided is falseWe were told that we were not able to continue with the program due to the "allegations against our family"I thought this was slightly ridiculous considering my daughter was the victim here, having suffered two dislocated elbowsWhen I asked what the allegations against our family were, they stated that they made an error and there were no allegations against our familyNow I still want to know why we were kicked out of the program Regards, [redacted]
We regret that the program was not a successful experience for the [redacted] family The family elected an extended payment program which means that they had not paid enough into the program to be eligible for a contractual refund We have been in communication with the family and our most recent outreach efforts from their Director of Customer Service went unanswered We welcome the opportunity to speak with the family to see if there may be a mutually agreeable way to bring closure to their experiences The Director will reach out again and we are hopeful we'll be able to connect soon to discuss their concerns
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Cultural Care contacted me, but they made no effort to negotiate a mutually satisfactory agreement Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] A Cultural Care representative told us via email that the Au pair we chose would get additional infant care hours prior to arrivalShe did not get these additional hoursIt was an error, and errors happen in businesses but Cultural Care refuses to accept any responsibility for the error of their employeeCultural Care was paid a large sum of money to do one thing, provide an infant qualified au pairNo monies were paid until Cultural Care confirmed that the au pair would be infant qualified upon arrivalIf you promise a service you deliver the serviceIf you or one of your employees makes an error making it impossible to deliver the service you promised, you apologize and offer a refund The invalid reference issue is a separate issue that is being handled by the US Department of State Regards, [redacted]
Management attempted to discuss the family's experience on the program, but when the term 'concerns' was used the family declared that unfair allegations were being made against their family They further went on to state that they would pursue all avenues to obtain at least $ They referenced discussions with lawyers and the many attorneys within their circle they would be engaging with It was at this point that we asked that legal counsel be in touch directly While we were hopeful that we may be able to have a productive and mutually beneficial conversation, it seems that the family will be seeking closure through the legal system We will be happy to comply with any legally served requests for information and remain available to place counsel in direct contact
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The agency knew of the infection in [redacted] foot within a week of her being in my home, not several weeksShe needed two trips to the doctor and she did not see significant improvement to her toe until four weeks on the antibioticThe point is she came unhealthy, knew it was not permissible to come unhealthy and she lied to [redacted] where and when she acquired the infectionThis goes to my point about [redacted] characterShe began with us and the agency once in the states as being dishonestWhen [redacted] said she wanted to leave [redacted] said twice she would fully refund my money (The 3K down payment)I expected the offer to stand because just two weeks we and [redacted] decided to remain working together [redacted] breached her obligations and breached the protocol in the contract and booked her flight homeThere are supposed to be mediations to discuss changes, and issues that cannot be resolved by the host family and the au pair [redacted] never leet the agency know she was leaving, I didThis was unilateral and not within the protocol either party contracted toIn regard to my son's health [redacted] , and our LCC [redacted] were aware from our host year with our previous au pair of my son's diagnosisI made it clear to [redacted] that the au pair was in no way any bit more responsible for [redacted] than she would be for my other three childrenThe au pair is not responsible for doctor visit, any additional care or precautions, or dispensing any medicationI would have been happy to provide more forma information had I received the HIPPA forms I requested and the names of the medical consultants reviewing my son's medical information and diagnosisHIPPA is a protection afforded to us all by the federal governmentI was only seeking hat we are all afforded for my sonI never said I would not provide the informationI did just request his privacy be respected and the proper protections affordedI called the local police department after [redacted] left because she took the phone with herAs she did not pay for it, it is not hers this is considered a theftA police report has been filed and they were actively seeking her and my phoneThe officer indicated he was seeking to obtain a warrantThe au pair left the house without any noticeThis again breaches all protocol and stipulations mutually agreed to in the contractThe day she left I asked [redacted] how we were going to resolve the outstanding balances she owed me before Feb 3, which was to be her last day with usShe was always treated kindly and respectfullyWe even had our former au pair write a letter to [redacted] indicating what her experiences with us were to like so you may understand how outrageous the accusation is that there was reason to be afraid as [redacted] put it to me [redacted] was paid by her own consent half stipend for three weeks and full stipend for only half a week workedShe agreed to this as a way to begin paying for the damage to the carThis was agreed to by us both and never contested by [redacted] [redacted] never once responded to any of the weekly inquiries from [redacted] if she worked more than hours or was paid her stipend negativelyI know so because the issue was never raised to me until she walked out of my home without any indication she wasn't returning [redacted] had ample opportunity to tell anyone particularly her LCC she hadn't been paid if that were indeed trueI spoke to [redacted] the second week of January teller her [redacted] booked her flight homeI late learned her flight home wa set for the middle of FebruaryShe had every opportunity to leave early January if she was so unhappy in our home or was not being paid or being treated unfairlyShe chose to stay even when she had the opportunity to leaveHer story is contradictoryAgain it is hard to hear she was uncomfortable to be with us in any wayShe used the gym membership we paid for twice the week she left and many times while with usAs stated previously, she did not look so frustrated or uncomfortable as she was enjoying our resourcesShe used out car for personal use and she left with many gifts we bought herIs it possible [redacted] left the way she did to avoid her financial obligations? I am open to hearing how you would like to resolve these issues so we both may have closureThe best way to contact me is my using my mobile, [redacted] *** The opening of my letter states the amount I was expected to pay to payMy letter clearly states what I expected refunded and whyI need to know what the business is willing to refund and within a reasonable time Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below It is easy for a business to say they disagree with our description yet gave no explanation or details aside from offering a small percentage of money over the contract amount If money was our only issue, we would have accepted their offer Another reason for not accepting their small refund amount was the fact that we were to sign an agreement limiting our rights in the future The following customer service failures are not disputable: They did not inform us we were having an exit interview until their agent showed up at pm at night They informed us we were having a support meeting which was untrue They did not inform us of a previous CPS investigation at the prior host family (details of the investigation was not needed but their au pair being the reporting party would be relevant) [redacted] ***'s telling us the program is obviously not a good fit for our family [redacted] ***'s treatment of our family as if we were criminals after we reached out for help was uncalled forIgnoring our complaints about our au pair being manipulative and lying to both the prior host family, our family, and Cultural CareWillfully disregarding our concerns while knowing the contract is heavily weighted in their favor Withholding our contact information from future host families that are interviewing our former au pair and putting these families in the same vulnerable position we were placedWe have found there are very few protections for host families when entering an agreement/contract with Cultural Care We would totally accept a mistake made by a company, human error, a forgotten email or anything similar This is not the case This is a systematic disregard for customers who, in good faith, have put their trust and money in a company that is extremely large This is a systematic way of doing business that has put money above customer service They are in the business of people, relationships, cultural exchange and families We have embraced this from day one and had this program for all the right reasons We feel a company as large as this bears a certain amount of responsibility when dealing with customer issues Regards, [redacted]
We disagree with the description of the events as presented in the family's posting With respect to any reporting regarding the welfare of children, we defer to the investigators at CPS and feel it inappropriate to comment on any activity in that regard The refund due to the family per their contract has been processed In recognition of their departure from the program, an additional refund was offered which the family declined
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I think it's best to address the issues in the order that they appear in the response:While the au pair’s room was initially approved, the au pair reported significant fluctuations in temperature and excessive noise; two factors that could not be ascertained without staying overnight in the space.The problem with this statement is that, unbeknownst to us at the time, our former au pair had mentioned these issues to our LCC who did not mention them to us during her stay, and who did not mention them to us when we were deciding whether or not to continue with the program The agency KNEW about these issues, we were not, and had our LCC done her job and let us know about our original Au Pair's concern we could have made an informed decision regarding continuing with the programAdditionally, she felt that her nutritional needs and preferences were not in line with the family’s and she didn’t feel this would be a compatible placement for the full term On our Au Pair's application she stated she had no special dietary restrictions and in the two weeks she was with us she was allowed to shop with us, add items to our list and choose from a number of "take out" options on two separate occasions Furthermore, this seems like an issue for which a mediation or conversation should have been at least attempted.3.The family was frustrated and expressed that frustration to both the au pair and the LCC and informed the LCC at that time that they no longer wished to participate on the program This is inaccurate, and to quote the transition document: Cultural Care has determined that her bedroom was unsuitable and [redacted] is now staying with her LCC So when it's convenient for the agency (when they don't want a prospective family to contact us), we are no longer able to continue with the program When it comes to an issue of a refund, "we no longer wished to participate." The former host father initially agreed and the au pair received her stipend This is true, but he also asked the Program manager to contact me because, he admitted, he didn't know a lot about the particulars regarding how things unfolded with the LCCI was not contacted and after a week went by I reached out to the agency We were later contacted by someone claiming to be the grandfather and attorney representing the family and demanding a full refund of all monies paid We referred him to our legal counsel and, to date, we do not believe that a conversation has occurred between those parties and no specialized refund document has been executed.That is correct- my father in law is an attorney and had some questions about the contract He is not representing us Upon reviewing the contract I was troubled by the gag order that came along with the terms of the refund The agreement read as follows: Host hereby covenants and Agrees that he/she/they will not, at any time hereafter, attempt to assert any claim or commence, maintain or prosecute any action at law, in equity, or otherwise, against the released parties described herein, or any of them individually, on account of any loss, damage, claim, demand, action or cause of action of any kind and nature, whether known or unknown, of any kind whatsoever, in any manner connected with Host’s participation in Cultural Care’s Au Pair Program.Host represents and warrants that he/she/they have the whole right, power and authority to enter into and execute this release and that Host has not assigned or transferred or purported to assign or transfer any claim, demand, debt, liability, damage, obligation, action or cause of action against any of the released parties to any other person, firm or corporation.Host acknowledges and confirms that no representation, promise or agreement whatsoever has been made to induce he/she/them to enter into, execute, and deliver this release, other than as expressly set forth hereinHost agrees to keep the terms of this Agreement confidential and will not disclose its terms to anyone except Host’s lawyer or accountantHost further agrees not to make any disparaging or defamatory comments about any of the Releasees.I did feel as though the Revdex.com should hear about the deceptive business practices that are commonly experienced by host families involved with CCAP, and while the refund is important, I feel strongly that doing the right thing is more important Regards, [redacted]
We have processed the family’s refund pursuant to the agreement that they signed when they joined the program While their continued frustration is regrettable, we have acted in accordance with the terms of the agreement as well as all program policies The family confirmed legal representation regarding this matter and any further correspondence is most appropriate through legal counsel directly
We regret that the [redacted] family had a disappointing experience and was frustrated by what they feel was a lack of commitment from the au pair and a lack of support from Cultural Care Au Pair There was a delay in the scheduling of the requested meeting due to a vacation on the part of the person they were requesting the meeting with, coordinating schedules with the family and the Thanksgiving holiday We did not receive this feedback until discussions arose regarding the refund Had we been alerted to the urgency of the matter, we would have arranged for another representative to conduct this meeting It is also important to note that Cultural Care did not accept noncompliance or minimal participation from the au pair as the LCC would arrange for separate touch base opportunities with the au pair in the event she could not attend a meeting with the rest of the group.The family's frustration is particularly disappointing given the successful full year they previously had with this au pair and that they they extended for another program term We have spoken with them regarding their experiences and that while the decision of the au pair to leave their home was disappointing, their own decision to withdraw from the program means that they are subject to the refund policy contained within their host family agreement While the au pair may have provided minimal notice, the family asked her to leave before that time Given the immediate childcare need presented, Cultural Care staff were prepared to assist and support the family in finding a replacement au pair as soon as possible We were not given that opportunity and the family, instead, chose to withdraw from the program The contractual refund was processed in March of and no further refund is due We wish the family well moving forward and, again, regret the negative end to their otherwise successful program experience
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We are not currently represented by an attorney and were hoping to avoid litigation It's not who we are We simply want the money back that we paid, minus what we paid directly to our au pair, and we can part ways professionally Regards, [redacted]
While we are unable to provide any additional refund offer above and beyond the exception we have already made, we do have your proposed agreement modifications under review by our legal counsel and we will be in touch with you as soon as we have confirmation on whether we will be able to proceed with your requests It is up to you as to whether you feel you need representation at this time for any further action However, I would respectfully request that further correspondence be done directly via email as the Revdex.com should not be used as a method of communicating on these details as this goes beyond the scope of the organization's intent I can be reached at [redacted] @culturalcare.com
We regret the family feeling unsupported in any way during their time with the program, however, we simply do not agree with the description of events they have provided Given the sensitive nature of the concerns that were raised during the course of the placement and the involvement of CPS, we will not provide further comment In an effort to provide closure, a specialized refund was offered to the family This offer was certainly not “small” Quite the contrary as it represented a 100% refund of every unused program week left on their account and totaled nearly $ This money was not contractually due but was offered to them in the spirit of customer service The family, of course, has the right to decline this offer Should they change their mind, our offer remains available to them
While we regret the disappointment expressed by the [redacted] family, the screening of this au pair was consistent with regulatory requirements and the information contained within her application was provided by the au pair directly She spent over months with this family and after her departure, efforts were made to work with the family to find another au pair but the family became unresponsive The host family agreement contains the refund policy and was signed prior to welcoming an au pair to their homeThe total paid in program fees fell below the threshold required for a contractual refund to be processed The complaint indicates payment of $6672, however the total amount paid to Cultural Care was $ We’d be happy to review if there are any questions regarding payments posted to this account While no refund is due, should the [redacted] family wish to return to the program, we would be happy to discuss their experiences further and see if there could be some sort of adjustment made to their account in recognition of their frustration We are hopeful that they could have a very positive program experience but understand if they do not wish to participate
At no point has a resolution been reached in this matter, nor have I hired an attorney to represent me [redacted] ***, M.D
We wish the family the best in moving forward and regret any frustration they experienced on the program At this point, further response does not appear to be productive given the unfortunate, untrue and inappropriate way that our organization is being described by the family
The response provided is falseWe were told that we were not able to continue with the program due to the "allegations against our family"I thought this was slightly ridiculous considering my daughter was the victim here, having suffered two dislocated elbowsWhen I asked what the allegations against our family were, they stated that they made an error and there were no allegations against our familyNow I still want to know why we were kicked out of the program Regards, [redacted]
We regret that the program was not a successful experience for the [redacted] family The family elected an extended payment program which means that they had not paid enough into the program to be eligible for a contractual refund We have been in communication with the family and our most recent outreach efforts from their Director of Customer Service went unanswered We welcome the opportunity to speak with the family to see if there may be a mutually agreeable way to bring closure to their experiences The Director will reach out again and we are hopeful we'll be able to connect soon to discuss their concerns
The family has proceeded with a legal filing, therefore, we will defer to the legal process for any further communication regarding this matter
While we regret this family's continued disappointment, no further refund is due and we consider this matter closed
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Cultural Care contacted me, but they made no effort to negotiate a mutually satisfactory agreement Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] A Cultural Care representative told us via email that the Au pair we chose would get additional infant care hours prior to arrivalShe did not get these additional hoursIt was an error, and errors happen in businesses but Cultural Care refuses to accept any responsibility for the error of their employeeCultural Care was paid a large sum of money to do one thing, provide an infant qualified au pairNo monies were paid until Cultural Care confirmed that the au pair would be infant qualified upon arrivalIf you promise a service you deliver the serviceIf you or one of your employees makes an error making it impossible to deliver the service you promised, you apologize and offer a refund The invalid reference issue is a separate issue that is being handled by the US Department of State Regards, [redacted]
Management attempted to discuss the family's experience on the program, but when the term 'concerns' was used the family declared that unfair allegations were being made against their family They further went on to state that they would pursue all avenues to obtain at least $ They referenced discussions with lawyers and the many attorneys within their circle they would be engaging with It was at this point that we asked that legal counsel be in touch directly While we were hopeful that we may be able to have a productive and mutually beneficial conversation, it seems that the family will be seeking closure through the legal system We will be happy to comply with any legally served requests for information and remain available to place counsel in direct contact
I'm happy to report that we have reached out to the family to review their concerns and have reached a mutually agreeable resolution
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The agency knew of the infection in [redacted] foot within a week of her being in my home, not several weeksShe needed two trips to the doctor and she did not see significant improvement to her toe until four weeks on the antibioticThe point is she came unhealthy, knew it was not permissible to come unhealthy and she lied to [redacted] where and when she acquired the infectionThis goes to my point about [redacted] characterShe began with us and the agency once in the states as being dishonestWhen [redacted] said she wanted to leave [redacted] said twice she would fully refund my money (The 3K down payment)I expected the offer to stand because just two weeks we and [redacted] decided to remain working together [redacted] breached her obligations and breached the protocol in the contract and booked her flight homeThere are supposed to be mediations to discuss changes, and issues that cannot be resolved by the host family and the au pair [redacted] never leet the agency know she was leaving, I didThis was unilateral and not within the protocol either party contracted toIn regard to my son's health [redacted] , and our LCC [redacted] were aware from our host year with our previous au pair of my son's diagnosisI made it clear to [redacted] that the au pair was in no way any bit more responsible for [redacted] than she would be for my other three childrenThe au pair is not responsible for doctor visit, any additional care or precautions, or dispensing any medicationI would have been happy to provide more forma information had I received the HIPPA forms I requested and the names of the medical consultants reviewing my son's medical information and diagnosisHIPPA is a protection afforded to us all by the federal governmentI was only seeking hat we are all afforded for my sonI never said I would not provide the informationI did just request his privacy be respected and the proper protections affordedI called the local police department after [redacted] left because she took the phone with herAs she did not pay for it, it is not hers this is considered a theftA police report has been filed and they were actively seeking her and my phoneThe officer indicated he was seeking to obtain a warrantThe au pair left the house without any noticeThis again breaches all protocol and stipulations mutually agreed to in the contractThe day she left I asked [redacted] how we were going to resolve the outstanding balances she owed me before Feb 3, which was to be her last day with usShe was always treated kindly and respectfullyWe even had our former au pair write a letter to [redacted] indicating what her experiences with us were to like so you may understand how outrageous the accusation is that there was reason to be afraid as [redacted] put it to me [redacted] was paid by her own consent half stipend for three weeks and full stipend for only half a week workedShe agreed to this as a way to begin paying for the damage to the carThis was agreed to by us both and never contested by [redacted] [redacted] never once responded to any of the weekly inquiries from [redacted] if she worked more than hours or was paid her stipend negativelyI know so because the issue was never raised to me until she walked out of my home without any indication she wasn't returning [redacted] had ample opportunity to tell anyone particularly her LCC she hadn't been paid if that were indeed trueI spoke to [redacted] the second week of January teller her [redacted] booked her flight homeI late learned her flight home wa set for the middle of FebruaryShe had every opportunity to leave early January if she was so unhappy in our home or was not being paid or being treated unfairlyShe chose to stay even when she had the opportunity to leaveHer story is contradictoryAgain it is hard to hear she was uncomfortable to be with us in any wayShe used the gym membership we paid for twice the week she left and many times while with usAs stated previously, she did not look so frustrated or uncomfortable as she was enjoying our resourcesShe used out car for personal use and she left with many gifts we bought herIs it possible [redacted] left the way she did to avoid her financial obligations? I am open to hearing how you would like to resolve these issues so we both may have closureThe best way to contact me is my using my mobile, [redacted] *** The opening of my letter states the amount I was expected to pay to payMy letter clearly states what I expected refunded and whyI need to know what the business is willing to refund and within a reasonable time Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below It is easy for a business to say they disagree with our description yet gave no explanation or details aside from offering a small percentage of money over the contract amount If money was our only issue, we would have accepted their offer Another reason for not accepting their small refund amount was the fact that we were to sign an agreement limiting our rights in the future The following customer service failures are not disputable: They did not inform us we were having an exit interview until their agent showed up at pm at night They informed us we were having a support meeting which was untrue They did not inform us of a previous CPS investigation at the prior host family (details of the investigation was not needed but their au pair being the reporting party would be relevant) [redacted] ***'s telling us the program is obviously not a good fit for our family [redacted] ***'s treatment of our family as if we were criminals after we reached out for help was uncalled forIgnoring our complaints about our au pair being manipulative and lying to both the prior host family, our family, and Cultural CareWillfully disregarding our concerns while knowing the contract is heavily weighted in their favor Withholding our contact information from future host families that are interviewing our former au pair and putting these families in the same vulnerable position we were placedWe have found there are very few protections for host families when entering an agreement/contract with Cultural Care We would totally accept a mistake made by a company, human error, a forgotten email or anything similar This is not the case This is a systematic disregard for customers who, in good faith, have put their trust and money in a company that is extremely large This is a systematic way of doing business that has put money above customer service They are in the business of people, relationships, cultural exchange and families We have embraced this from day one and had this program for all the right reasons We feel a company as large as this bears a certain amount of responsibility when dealing with customer issues Regards, [redacted]
We disagree with the description of the events as presented in the family's posting With respect to any reporting regarding the welfare of children, we defer to the investigators at CPS and feel it inappropriate to comment on any activity in that regard The refund due to the family per their contract has been processed In recognition of their departure from the program, an additional refund was offered which the family declined
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I think it's best to address the issues in the order that they appear in the response:While the au pair’s room was initially approved, the au pair reported significant fluctuations in temperature and excessive noise; two factors that could not be ascertained without staying overnight in the space.The problem with this statement is that, unbeknownst to us at the time, our former au pair had mentioned these issues to our LCC who did not mention them to us during her stay, and who did not mention them to us when we were deciding whether or not to continue with the program The agency KNEW about these issues, we were not, and had our LCC done her job and let us know about our original Au Pair's concern we could have made an informed decision regarding continuing with the programAdditionally, she felt that her nutritional needs and preferences were not in line with the family’s and she didn’t feel this would be a compatible placement for the full term On our Au Pair's application she stated she had no special dietary restrictions and in the two weeks she was with us she was allowed to shop with us, add items to our list and choose from a number of "take out" options on two separate occasions Furthermore, this seems like an issue for which a mediation or conversation should have been at least attempted.3.The family was frustrated and expressed that frustration to both the au pair and the LCC and informed the LCC at that time that they no longer wished to participate on the program This is inaccurate, and to quote the transition document: Cultural Care has determined that her bedroom was unsuitable and [redacted] is now staying with her LCC So when it's convenient for the agency (when they don't want a prospective family to contact us), we are no longer able to continue with the program When it comes to an issue of a refund, "we no longer wished to participate." The former host father initially agreed and the au pair received her stipend This is true, but he also asked the Program manager to contact me because, he admitted, he didn't know a lot about the particulars regarding how things unfolded with the LCCI was not contacted and after a week went by I reached out to the agency We were later contacted by someone claiming to be the grandfather and attorney representing the family and demanding a full refund of all monies paid We referred him to our legal counsel and, to date, we do not believe that a conversation has occurred between those parties and no specialized refund document has been executed.That is correct- my father in law is an attorney and had some questions about the contract He is not representing us Upon reviewing the contract I was troubled by the gag order that came along with the terms of the refund The agreement read as follows: Host hereby covenants and Agrees that he/she/they will not, at any time hereafter, attempt to assert any claim or commence, maintain or prosecute any action at law, in equity, or otherwise, against the released parties described herein, or any of them individually, on account of any loss, damage, claim, demand, action or cause of action of any kind and nature, whether known or unknown, of any kind whatsoever, in any manner connected with Host’s participation in Cultural Care’s Au Pair Program.Host represents and warrants that he/she/they have the whole right, power and authority to enter into and execute this release and that Host has not assigned or transferred or purported to assign or transfer any claim, demand, debt, liability, damage, obligation, action or cause of action against any of the released parties to any other person, firm or corporation.Host acknowledges and confirms that no representation, promise or agreement whatsoever has been made to induce he/she/them to enter into, execute, and deliver this release, other than as expressly set forth hereinHost agrees to keep the terms of this Agreement confidential and will not disclose its terms to anyone except Host’s lawyer or accountantHost further agrees not to make any disparaging or defamatory comments about any of the Releasees.I did feel as though the Revdex.com should hear about the deceptive business practices that are commonly experienced by host families involved with CCAP, and while the refund is important, I feel strongly that doing the right thing is more important Regards, [redacted]
We have processed the family’s refund pursuant to the agreement that they signed when they joined the program While their continued frustration is regrettable, we have acted in accordance with the terms of the agreement as well as all program policies The family confirmed legal representation regarding this matter and any further correspondence is most appropriate through legal counsel directly
We regret that the [redacted] family had a disappointing experience and was frustrated by what they feel was a lack of commitment from the au pair and a lack of support from Cultural Care Au Pair There was a delay in the scheduling of the requested meeting due to a vacation on the part of the person they were requesting the meeting with, coordinating schedules with the family and the Thanksgiving holiday We did not receive this feedback until discussions arose regarding the refund Had we been alerted to the urgency of the matter, we would have arranged for another representative to conduct this meeting It is also important to note that Cultural Care did not accept noncompliance or minimal participation from the au pair as the LCC would arrange for separate touch base opportunities with the au pair in the event she could not attend a meeting with the rest of the group.The family's frustration is particularly disappointing given the successful full year they previously had with this au pair and that they they extended for another program term We have spoken with them regarding their experiences and that while the decision of the au pair to leave their home was disappointing, their own decision to withdraw from the program means that they are subject to the refund policy contained within their host family agreement While the au pair may have provided minimal notice, the family asked her to leave before that time Given the immediate childcare need presented, Cultural Care staff were prepared to assist and support the family in finding a replacement au pair as soon as possible We were not given that opportunity and the family, instead, chose to withdraw from the program The contractual refund was processed in March of and no further refund is due We wish the family well moving forward and, again, regret the negative end to their otherwise successful program experience