In an effort to resolve this matter and to clarify any remaining concerns, a senior member of our team will be reaching out to the family today We hope that this will result in a resolution of any outstanding issues
We have spoken with Mr [redacted] and have reached an agreement with respect to his account We appreciated having the opportunity to address his concerns and his willingness to participate in the process
We have been in contact with this family in order to discuss their concerns and request They informed us that they were unwilling to discuss a refund less than They then informed us that they had engaged with legal counsel and were proceeding with filing suitWe asked for their attorney's contact information so that we could put them in contact with our counselTo date we have not received this informationWhile we would have been happy to continue to discuss a possible resolution the family made their intention to pursue a remedy through the court system clearIf they have changed their position we would be happy to resume discussions
We regret that the [redacted] family made the decision to depart the program, however, we respectfully disagree with their representation of what transpired We cannot be responsible for the decision of either an au pair or a host family to end a given placement In this situation, the au pair did not feel comfortable remaining in this placement and made the decision to depart While our offices are closed on Sunday, the Director of Customer Service reached out to the family on the next available business day We provided potential applicants for review over the course of a day period which included applicants who were already in the U.S The family was quite clear about specific matching criteria regarding driving experience so there were some additional au pairs who were available, but were not suitable and they provided a clear directive that they did not want to consider applicants who were not strong driversReasonable efforts were, in fact, made to find a suitable au pair for this host family It is our understanding that they secured alternative care during this time period through a former care provider By the 3rd day of matching, the host father demanded a full refund of their program fees A refund pursuant to the policy outlined in the host family agreement executed by the family when they joined the program was issued in the amount of $There was no breach of contract and we acted in good faith throughout this unfortunate situation We wish the family the best moving forward and thank them for their participation on the program
We understand that the family remains dissatisfied with the offer we have made, however, this offer was a significant exception to the policy and continues to be available to them The specialized refund agreement is not an usual requirement in order for there to be confirmation between two parties that a dispute has been resolved They may certainly present this to their attorney for review and if there are any modifications they would like to make, we will review those requests with our legal counsel and respond accordingly
Ms [redacted] spoke with Program Director [redacted] yesterday regarding Cultural Care's refund policy and the available optionsAt the close of their conversation, Ms [redacted] stated that she would escalate Ms [redacted] 's concerns to a managerMs [redacted] is meeting with her manager, [redacted] ***, today and Ms [redacted] will then personally reach out to Ms [redacted] to set up a time to discuss the issues which Ms [redacted] outlined in her Revdex.com complaintCultural Care hopes that we can work directly with Ms [redacted] to resolve her concerns
We regret that the family has left the program with such a disappointing impression As a cultural exchange program, there are some unpredictable factors that came come in to play including an unexpected decision on the part of a host family or an au pair to end their participation for a variety of personal reasons We stand at the ready to provide support to all parties including replacement support as was done in this case when the family welcomed a second au pair It is important to clarify that in no way do we consider that a completion of 60% of the program would be considered a completion of the program by either party The refund policy is being a bit misrepresented here as it simply provides a threshold at which no refund is due but is not a reflection of an assumption of a completed termWe would like to have a member of our management team speak with this family to discuss their experiences further and we are hopeful that we may find a mutually agreeable way to bring this outstanding matter to closure Please expect outreach from a Director of Customer Service
In an effort to resolve this matter and to clarify any remaining concerns, a senior member of our team will be reaching out to the family today We hope that this will result in a resolution of any outstanding issues
We have spoken with Mr [redacted] and have reached an agreement with respect to his account We appreciated having the opportunity to address his concerns and his willingness to participate in the process
We have been in contact with this family in order to discuss their concerns and request They informed us that they were unwilling to discuss a refund less than They then informed us that they had engaged with legal counsel and were proceeding with filing suitWe asked for their attorney's contact information so that we could put them in contact with our counselTo date we have not received this informationWhile we would have been happy to continue to discuss a possible resolution the family made their intention to pursue a remedy through the court system clearIf they have changed their position we would be happy to resume discussions
We regret that the [redacted] family made the decision to depart the program, however, we respectfully disagree with their representation of what transpired We cannot be responsible for the decision of either an au pair or a host family to end a given placement In this situation, the au pair did not feel comfortable remaining in this placement and made the decision to depart While our offices are closed on Sunday, the Director of Customer Service reached out to the family on the next available business day We provided potential applicants for review over the course of a day period which included applicants who were already in the U.S The family was quite clear about specific matching criteria regarding driving experience so there were some additional au pairs who were available, but were not suitable and they provided a clear directive that they did not want to consider applicants who were not strong driversReasonable efforts were, in fact, made to find a suitable au pair for this host family It is our understanding that they secured alternative care during this time period through a former care provider By the 3rd day of matching, the host father demanded a full refund of their program fees A refund pursuant to the policy outlined in the host family agreement executed by the family when they joined the program was issued in the amount of $There was no breach of contract and we acted in good faith throughout this unfortunate situation We wish the family the best moving forward and thank them for their participation on the program
We understand that the family remains dissatisfied with the offer we have made, however, this offer was a significant exception to the policy and continues to be available to them The specialized refund agreement is not an usual requirement in order for there to be confirmation between two parties that a dispute has been resolved They may certainly present this to their attorney for review and if there are any modifications they would like to make, we will review those requests with our legal counsel and respond accordingly
Ms [redacted] spoke with Program Director [redacted] yesterday regarding Cultural Care's refund policy and the available optionsAt the close of their conversation, Ms [redacted] stated that she would escalate Ms [redacted] 's concerns to a managerMs [redacted] is meeting with her manager, [redacted] ***, today and Ms [redacted] will then personally reach out to Ms [redacted] to set up a time to discuss the issues which Ms [redacted] outlined in her Revdex.com complaintCultural Care hopes that we can work directly with Ms [redacted] to resolve her concerns
We regret that the family has left the program with such a disappointing impression As a cultural exchange program, there are some unpredictable factors that came come in to play including an unexpected decision on the part of a host family or an au pair to end their participation for a variety of personal reasons We stand at the ready to provide support to all parties including replacement support as was done in this case when the family welcomed a second au pair It is important to clarify that in no way do we consider that a completion of 60% of the program would be considered a completion of the program by either party The refund policy is being a bit misrepresented here as it simply provides a threshold at which no refund is due but is not a reflection of an assumption of a completed termWe would like to have a member of our management team speak with this family to discuss their experiences further and we are hopeful that we may find a mutually agreeable way to bring this outstanding matter to closure Please expect outreach from a Director of Customer Service