EurAupair

Mr [redacted] has now hosted au pairs through the EurAupair program [redacted] - the first au pair - started voicing concerns after a few months about having to clean the leave on a business trip for days and intended to leave the au pair alone with the children EurAupair reminded him this was not possible and against program regulations [redacted] asked to be replaced but then had to return home due to a health issue [redacted] - the second au pair - was not happy as she did not have a schedule and Mr [redacted] did not respect her free timeShe too was concerned about the cleanliness of the home These issues were addressed but when nothing changed she was in replacement However, she decided to return home After about a year and a half (an intended break), [redacted] was placed in the [redacted] home After a few months she mentioned feeling uncomfortable in the household - similar issues as in the past (untidy home, no set schedule, etc) EurAupair attempted to schedule a conflict resolution meeting with the au pair, the host dad and the Community Counselor In the meantime, [redacted] did not feel safe and moved to a friend of hers who was an au pair with another family They had originally decided to put their child into daycare but seeing how well [redacted] connected to their son, they offered to host her if the placement with Mr [redacted] was not going to work out As there were similar issues with consecutive au pairs, it was decided that perhaps the au pair program was not the best child care option for Mr [redacted] Mr [redacted] received a full refund of unused program fees

As stated previously, the [redacted] family had the opportunity to place with in country as well as new arriving au pairs It was their decision, and theirs alone, to waive this option and to cancel from the EurAupair program Our refund policy, as attached, is for the benefit of families who wish to seek alternative child care EurAupair met all of its obligations to the [redacted] family and they were refunded as requested

For the first month, all seemed to be going well Then Ms [redacted] became unsatisfied with the child care providedIn the meantime, [redacted] (the au pair) said she could not make it any longer With the grandmother in the home "I do one thing and she comes after me to check if it's goodSince one month she still looking at me At the beginning it was nothing, but at last I'm exhausted." There was also an issue of [redacted] working too many hours When the [redacted] family was approached, they tried to rearrange their schedule in order to have the host dad come home earlier The grandmother also decided to stay longerAfter a few days, Ms [redacted] called the local counselor to say a rematch was necessary for both parties We offered in country au pairs or a new arrival to the host family Ms [redacted] decided on neither and accept the refund as presented [redacted] was replaced in Texas The [redacted] family was refunded the amount according to our written refund policy of which the [redacted] family agreed to and signed They had the opportunity to replace with another au pair but they opted out of the program Attached is the written refund policy and the Agreement signed by the family

This issue has been resolved EurAupair did refund the Lotich family their entire credit on file and EurAupair did purchase a return flight ticket for the au pair with medical issues

EurAupair is neither dishonest nor in breach of contract.    EurAupair states that our au pairs have drivers licenses - it is then up to each family to question the au pair about her driving abilities which can accommodate the family's needs. This is done during their personal communication prior to a host family making their selection.  The [redacted] family obviously was satisfied with her responses as they decided to host her.  That said,  EurAupair did not charge the host family any fees for this placement.    As for the initial au pair,  she has been replaced and is doing well in her new family.      Attached find the credit summary that was sent to the [redacted] family,  clearly stating what credit they have on file versus the partial refund amount.     Mr. [redacted] opted for the partial refund amount which has been paid and cleared.

This issue has been resolved.   EurAupair did refund the Lotich family their entire credit on file and EurAupair did purchase a return flight ticket for the au pair with medical issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Agency has their facts wrong: the first time [redacted] had issues with my mom, she and I discussed an resolved them without the help of the counselor who would not respond to either [redacted] or my messages. After we resolved the issues mentioned in the agency's email, my mom plan was to leave and my husband to come home earlier to help [redacted]. However, two day after we have agreed to all these changes, [redacted] complained that she could not care for an infant, and because I had no one to care for my kids, I exended my mom's stay. I have messgaes from [redacted], her mom, and the counselor comfirming that the reason [redacted] wanted a rematch was because she could not care for an infant. I am still in touch with [redacted] who is very happy with her new family becaus she takes care of an 8 year old boy and has a lot of time for herself during the day when he is at school. The agency suggested other au pairs however they had minimal to no child care experience, and therefore I decided to leave the program. The agency failed to provide me with au pairs who were legitimately infant qualified. Since they refuse to refund me the remainder of the balance even though they failed to provide me with an infant qualified au pair, we would then resolve our differences in court.
Regards,
[redacted]

For the first month, all seemed to be going well.   Then Ms. [redacted] became unsatisfied with the child care provided. In the meantime, [redacted] (the au pair) said she could not make it any longer.  With the grandmother in the home "I do one thing and she comes after me to check if...

it's good. Since one month she still looking at me.  At the beginning it was nothing, but at last I'm exhausted."   There was also an issue of [redacted] working too many hours.  When the [redacted] family was approached, they tried to rearrange their schedule in order to have the host dad come home earlier.  The grandmother also decided to stay longer. After a few days, Ms [redacted] called the local counselor to say a rematch was necessary for both parties.  We offered in country au pairs or a new arrival to the host family.   Ms. [redacted] decided on neither and accept the refund as presented.    [redacted] was replaced in Texas.   The [redacted] family was refunded the amount according to our written refund policy of which the [redacted] family agreed to and signed.   They had the opportunity to replace with another au pair but they opted out of the program.     Attached is the written refund policy and the Agreement signed by the family.

As stated previously,   the [redacted] family had the opportunity to place with in country as well as new arriving au pairs.   It was their decision, and theirs alone, to waive this option and to cancel from the EurAupair program.   Our refund policy, as attached,  is for the benefit of families who wish to seek alternative child care.   EurAupair met all of its obligations to the [redacted] family and they were refunded as requested.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of Euraupair's dishonest response and conduct appear below.
In their response, Euraupair cites their refund policy.  However, a refund policy is not applicable in the event that Euraupair is in breach of contractual duties and acts in bad faith.  Specifically, Euraupair did not conduct adequate due diligence to ensure that the driving qualifications of the au pair we selected, that was posted on the Euraupair website and endorsed by Euraupair, were accurate and/or true.  In fact, Euraupair misrepresented the second au pair we selected as being a driver and fully capable of transporting the very children such au pair would be responsible for providing care.  This was clearly a misrepresentation that Euraupair allowed us to rely on in making the choice which Euraupair could have easily discovered had they simply had a conversation with the au pair and confirmed with her that she did, in fact, not know how to drive a car nor felt comfortable driving children.Euraupair's response further states that they did provide us with a refund, but fails to disclose the fact that the amount they refunded was $3,000 less than the amount my family paid to them as part of the contract that Euraupair clearly breached.  Euraupair states that they offered us a full credit.  But that offer to cure, which was declined, forces us to remain in a contract with an organization that does not fulfill their contractual duties and acts in bad faith.What is also noteworthy is how, in their response, Euraupair cleverly cites 'various personality differences' as the cause for us terminating the first appear.  We do not concur that lying, manipulation and theft on the part of an au pair represents a 'personality difference'.Euraupair is a dishonest and opportunistic entity that should not be trusted.  This needs to be known so other people do not fall prey to Euraupair's unethical business practices.
Regards,
[redacted]

Mr. [redacted] has now hosted 3 au pairs through the EurAupair program.  [redacted] - the first au pair -  started voicing concerns after a few months about having to clean the leave on a business trip for 10 days and intended to leave the au pair alone with the children. ...

EurAupair reminded him this was not possible and against program regulations. [redacted] asked to be replaced but then had to return home due to a health issue.    [redacted] -  the second au pair - was not happy as she did not have a schedule and Mr. [redacted] did not respect her free time. She too was concerned about the cleanliness of the home.   These issues were addressed but when nothing changed she was in replacement.  However, she decided to return home.     After about a year and a half (an intended break),  [redacted] was placed in the [redacted] home.   After a few months she mentioned feeling uncomfortable in the household - similar issues as in the past (untidy home, no set schedule, etc).  EurAupair attempted to schedule a conflict resolution meeting with the au pair, the host dad and the Community Counselor.   In the meantime, [redacted] did not feel safe and moved to a friend of hers who was an au pair with another family.     They had originally decided to put their child into daycare but seeing how well [redacted] connected to their son, they offered to host her if the placement with Mr. [redacted] was not going to work out.  As there were similar issues with 3 consecutive au pairs, it was decided that perhaps the au pair program was not the best child care option for Mr. [redacted].  Mr. [redacted] received a full refund of unused program fees.

Review: I am a single father of 2 girls, 11 and 4. Euraupair visits me, my house and obtains references from people who know me, work and personal. As such, if I am approved to have an au pair, c[redacted]rly it has been deemed that I am fit and have an environment suitable for the au pair.

I had my first au pair with this agency about 2 years ago. She stayed with me for 5 months and then developed a cyst in her breast and returned to France. My replacement au pair stayed with me for 6 weeks before she decided she was unhappy. Neither girls were rematched, and returned to France. Hence, the agency did not feel they were fit to be an au pair.

We recently had our 3rd au pair. She arrived on or about late august 2014. Spoke no English, understood none of the training. She seemed to be doing her job OK. We checked with her weekly, "Are you happy?" and always heard yes. Apart from the fact that she would not put the seat belt on my 4 year old in the car, which we reprimanded her for, she was doing what we expected. She developed some friends, one in particular. On Thanksgiving, she spent the 4 day weekend with her friends family. I spoke to the host Dad, and knowing his au pair was leaving on January 15, 2015, asked if he was getting another. He said no.

On December 27th, my au pair complained to the agency and said she was unhappy. On December 30, she left the house while I was shopping. I checked her phone and have voice messages from the other family, asking her if she still wanted to come to be their au pair. I have text messages from the other family to her, telling her that that they cant ask for her to be with them until she complains to the agency. Clearly, she was being recruited away from me and she concocted reason to complain.

There was no meeting with the agency nor with the au pair since then. My au pair is currently at the other family house and the agency is allowing her to stay there. I am home alone with no child careDesired Settlement: The agency violated their contract with me. There was no consultation with me about any au pair complaints. There was no meeting to work out how issues could be resolved. [redacted] from the agency was emailing the au pair (I have the whole email chain from the aupairs email account) and committing to rematch her before anyone had even spoken to me about there being a problem.

I want the au pair to be sent back to France, or at least to be sent out of California so that any future aupair has a fighting chance to be successful without being counselled by her. I want an acknowledgement that the agency did not follow protocol that has been set up to deal with situations like this. I want an explanation as to why a person who says she does not speak English can be hired and be expected to follow safety training in English in New York, without being a danger to my 4 year old. I want acknowledgement that the agency aided and abetted the aupair to move to the other family.

Business

Response:

Mr. [redacted] has now hosted 3 au pairs through the EurAupair program. [redacted] - the first au pair - started voicing concerns after a few months about having to clean the leave on a business trip for 10 days and intended to leave the au pair alone with the children. EurAupair reminded him this was not possible and against program regulations. [redacted] asked to be replaced but then had to return home due to a health issue. [redacted] - the second au pair - was not happy as she did not have a schedule and Mr. [redacted] did not respect her free time. She too was concerned about the cleanliness of the home. These issues were addressed but when nothing changed she was in replacement. However, she decided to return home. After about a year and a half (an intended break), [redacted] was placed in the [redacted] home. After a few months she mentioned feeling uncomfortable in the household - similar issues as in the past (untidy home, no set schedule, etc). EurAupair attempted to schedule a conflict resolution meeting with the au pair, the host dad and the Community Counselor. In the meantime, [redacted] did not feel safe and moved to a friend of hers who was an au pair with another family. They had originally decided to put their child into daycare but seeing how well [redacted] connected to their son, they offered to host her if the placement with Mr. [redacted] was not going to work out. As there were similar issues with 3 consecutive au pairs, it was decided that perhaps the au pair program was not the best child care option for Mr. [redacted]. Mr. [redacted] received a full refund of unused program fees.

Review: The company failed to recognize our concerns about au pair placed in our house. Au pair caused emotional distress to children of young age. As a family we could not trust her to take care of our children - even with supervision she could not provide adequate care.

We expressed our concerns to the company - they insisted on "working with au pair to resolve issues" without understanding that the very basic and fundamental prerequisite in "working with au pair" is mutual trust. The company ignored our concerns and did not hesitate to place this au pair with another family very likely without disclosing our feedback. The company did no care about ensuring safe childcare environment. The only thing they seemed to care about making sure that they continue to collect money for "services" provided.

They went ahead and retained over $2000 in fees associated with our account and refused to revise the refund. The refund policies stated in the agreement should not apply to our case since the company and au pair failed to fulfill obligations outlined in the contract.Desired Settlement: Receive a full refund of fees paid

This company should not be rated A+

Business

Response:

[redacted] and [redacted] welcomed an au pair into their home on the 20th of June. On the 3rd of July, they wanted the au pair our of their home without giving any reasons for such a decision. It is our normal procedure to try to work with the participants to figure out what the issues are and if they are resolvable, typically with a meeting together with the local community counselor. The family refused to participate. In fact, this family signed an agreement that "no replacement or refund, as specified in the current Program Brochure, will be considered during the first 60 days (initial adjustment period) or after 6 months from the date of Au Pair's arrival". Please see attached signed agreement. However, this family decided, after 13 days, that it was not working out. Their signed agreement also states that " We understand that that we will continue hosting and providing for the health, welfare and safety of the Au Pair participant until the Au Pair returns home or joins another family". The family ignored this responsibility and obligation as well. Not only did they not agree to discuss what the issues were, they also would not house the au pair any longer. The au pair then stayed with our local counselor until she moved to a new host family on 11 July. The au pair is having a wonderful experience in her new family. Once the au pair left the [redacted] family we made the family available online so they could select a replacement au pair. As the au pair deserved a second chance, so did the Host Family. They had the opportunity to review all of our available au pairs - new arrivals as well as in country au pairs. Instead, they decided to opt out of the EurAupair program. Our refund policy, clearly stated in our brochure (page 20)- "a refund of $400 per month may be considered during the first 6 months of a 12-month program commitment." Or a full credit will be kept on file for a possible future placement with an au pair. On 23 July, the family requested the refund amount as presented to them. This amount - $4,600.00 - was refunded to their MasterCard on the 24th of July.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company did not represent facts accurately. We have informed the company that we had safety concerns and could not trust this au pair to take care of children in the absence of direct supervision. All of our concerns were completely disregarded. If this au pair was placed with a family where a child/or children are young and not able to communicate - there would be "no problem" at all since this au pair is very articulate when interacting with adults. The company had a responsibility to address our concerns and did not fulfill the agreement. We were told "all was fine and we should work it out". We do not think it is a fare practice to hold over $2000 under these circumstances.

Regards,

Business

Response:

The host family refused to address any concerns with the au pair - or with the company - directly through a mediation meeting. They simply wanted her out and refused to comply with our request to meet. However, their concerns were indeed noted and addressed as the au pair was removed from their home and stayed with the local counselor until her replacement family was confirmed. In addition, the family was immediately given the opportunity to replace with another au pair. They had availability to review scores of applications and they opted to remove themselves from the program. We did fulfill all of our responsibilities and commitment to the family. They decided to discontinue any replacement efforts and were refunded according to our written policy.

Review: I signed up with the agency for an aupair to stay with my family on Feb 2015. The agency promised me that the au pair would be qualified to provide child and infant care.

When my au pair arrived, she stayed home with my 2.5 years and 4 months old daughter. During the first month, my mother who was staying with us helped the au pair with the the baby. During that month, the aupair struggled to care for both kids, especially my baby girl. By the end of the 4th week she stated that she cannot care for an infant, and would like to rematch with another family. It was difficult for either myself or the aupair to get hold of our counselor for a conflict resolution meeting. It took the counselor three days to show up for our meeting. Once our conflict resolution meeting occurred, it was determined that the au pair would be rematched with another host family, and I would find another infant qualified au pair. However, no other in-country qualified infant care au pair were available. Many au pairs state that they are infant qualified (just like the au pair I hosted did) only to find out through personal experience, or by asking the host family, or after interviewing the au pair, that they really are not infant qualified. Given that the au pair left us because she was unable to care for an infant, and there were no other available infant care qualified au pair, I asked the agency to reimburse me the total fees I paid minus the fee for the time I hosted the aupair. The agency refused stating that per their refund policy they can only reimburse me a total of $4200. I requested to be reimbursed $6924. Total amount paid minus weekly rate * 5. $7,725- 160.25*5=$6924. They only reimbursed me $ 4200.Desired Settlement: I would like to be reimbursed for the remainder balance since the agency failed to provide me with an infant qualified au pair as promised. In addition, the agency misrepresents the au pairs stating that they are infant qualified when they are not.

Business

Response:

For the first month, all seemed to be going well. Then Ms. [redacted] became unsatisfied with the child care provided. In the meantime, [redacted] (the au pair) said she could not make it any longer. With the grandmother in the home "I do one thing and she comes after me to check if it's good. Since one month she still looking at me. At the beginning it was nothing, but at last I'm exhausted." There was also an issue of [redacted] working too many hours. When the [redacted] family was approached, they tried to rearrange their schedule in order to have the host dad come home earlier. The grandmother also decided to stay longer. After a few days, Ms [redacted] called the local counselor to say a rematch was necessary for both parties. We offered in country au pairs or a new arrival to the host family. Ms. [redacted] decided on neither and accept the refund as presented. [redacted] was replaced in Texas. The [redacted] family was refunded the amount according to our written refund policy of which the [redacted] family agreed to and signed. They had the opportunity to replace with another au pair but they opted out of the program. Attached is the written refund policy and the Agreement signed by the family.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Agency has their facts wrong: the first time [redacted] had issues with my mom, she and I discussed an resolved them without the help of the counselor who would not respond to either [redacted] or my messages. After we resolved the issues mentioned in the agency's email, my mom plan was to leave and my husband to come home earlier to help [redacted]. However, two day after we have agreed to all these changes, [redacted] complained that she could not care for an infant, and because I had no one to care for my kids, I exended my mom's stay. I have messgaes from [redacted], her mom, and the counselor comfirming that the reason [redacted] wanted a rematch was because she could not care for an infant. I am still in touch with [redacted] who is very happy with her new family becaus she takes care of an 8 year old boy and has a lot of time for herself during the day when he is at school. The agency suggested other au pairs however they had minimal to no child care experience, and therefore I decided to leave the program. The agency failed to provide me with au pairs who were legitimately infant qualified. Since they refuse to refund me the remainder of the balance even though they failed to provide me with an infant qualified au pair, we would then resolve our differences in court.

Regards,

I used Euraupair and they basically stole about $2000 from me. They claimed that we were abusing the new aupair we had just gotten, despite the fact that she was our third aupair and there were never any complaints brought to our attention. The girl was new here and the community counselor was always happy with our relationships with the two previous aupairs that we had. Euraupair removed the girl, never gave us back our money, and refused to discuss the situation with us on the phone. Euraupair is an incredibly unethical business that really should be shut down.

Review: After paying over $4,000 to this agency, we are currently on our 2nd aupair after the first 2 failed attempts. The first girl had NO childcare experience and didn't even like children. The second girl was not much better. Now on our 3rd girl, she has a medical condition that prevents her form being left alone with the children (she faints). The qualification process is clearly lacking. After having to take an ambulance yesterday, we contacted the agency and informed them that our new girl who has been here for 2 weeks has to return home. She is very ill. We were contacted today and informed that they will not supply her a ticket back to her home country and she must purchase it herself. She has no money, and she cannot work because of her condition, so this is ridiculous. I have a sick girl in my home who needs medical attention and they are refusing to send her home. Something needs to be done immediately. This agency is responsible for these young girls welfare and they are neglecting them. I have heard many similar instances from other host families about this agency.Desired Settlement: I want the agency to purchase her flight back home. I also want compensation for all of the trouble we have had with this agency. Two unqualified aupairs and one with a severe medical condition that prevents her from being left alone with children, and yet I am out $4000 with no aupair. I basically paid for these unqualified girls to come to America for vacation. I want my $4000 refunded.

Business

Response:

This issue has been resolved. EurAupair did refund the Lotich family their entire credit on file and EurAupair did purchase a return flight ticket for the au pair with medical issues.