GreatAuPair.com

We are sorry to hear that [redacted], the host mom, is dissatisfied with the program. While GreatAuPair does everything within its power to ensure the participants’ satisfaction, there are certain things that are beyond our control. We understand from the host mom’s complaint,...

that she feels that she received a defective au pair. We were surprised to hear this because when coordinating with her to schedule an arrival orientation meeting, she shared with our team that her au pair was doing great. There were no problems reported by the au pair’s previous family. In fact, they were very pleased with the au pair. The only reason the au pair’s previous host family had to let her go was because they had a change in their living situation and could no longer host an au pair. After this point, the Childcare Coordinator was having a hard time reaching the host mom in order to schedule the arrival orientation, so she contacted the host dad and this caught him off guard. He passed the phone to his wife, and the coordinator explained that in order to be in compliance with regulations, an arrival orientation would need to be scheduled within the first two weeks of the au pair’s arrival. The coordinator also asked about a schedule for the au pair and inquired about how long the host mom would be in a wheelchair. The host mom told her that it was between her and the au pair and basically insinuated that it was not the coordinator’s business to be asking. However, it is the job of the coordinator to support the match and to ensure that all parties are abiding by program regulations, in particular that the au pair is not being overworked or doing work not in her scope of responsibilities. The host mom became very annoyed and she no longer wanted to speak with the coordinator. However, she did report that the au pair, [redacted] was doing great. See her email below. The host mom stated that the au pair was forced upon her. This is simply not true. GreatAuPair presents candidates for the family to consider, and the family makes their decision based on several interviews with a candidate and an evaluation of the candidate’s profile and documents on file. The family then extends an offer to the au pair. For this reason, an au pair could never be forced onto a family. The family is required to conduct at least two interviews and then must offer the position to the au pair. The family then informs the agency that they have made a selection. *On page one of the Host Family agreement that this host family signed on 9/16/2014, regarding the selection of the au pair, it states: Selection of Au Pair Candidates requires the Host Family agree as follows: We understand that it is our responsibility to choose an au pair from the candidates presented to us and that GreatAuPair cannot guarantee our satisfaction with our selected au pair. We understand that GreatAuPair shall not be liable for the performance of the au pair and that the au pair is not an employee or agent of GreatAuPair. We understand that GreatAuPair is not liable for any act or omission on the part of our au pair. The host mom’s expectations were not in alignment with the au pair program regulations. The host mom’s mother came out to help before the au pair arrived since the host mom just had a C-section delivery and was also in a wheelchair due to a broken leg. The au pair arrived and then two days later, the host mom’s mother departed. The host dad was due to return to work as a medical resident where he works approximately 80 hours a week and the family had no other back-up care. The au pair reported that since the host mom had a broken leg, the au pair was asked to do almost everything for the host mom, including driving her around and taking her to physical therapy appointments, and lifting a heavy wheelchair out of the trunk as needed. Such duties as requested of the au pair are prohibited by GreatAuPair and the Department of State. The host mom was aware of this fact, having signed an agreement stating she understood that au pairs are only allowed to care for the children and perform tasks related to the children. The host mom’s requests were in clear violation of the au pair program regulations. GreatAuPair instructed the au pair to only do tasks that are in her scope of work. Finally, things came to a head one day when the host mom again asked the au pair to take her to physical therapy and the au pair reminded her that she was not supposed to be doing this, yet she would take her one last time, but couldn’t continue to do this. They got into a heated discussion and the au pair locked herself in the bathroom and wouldn't come out. According to the au pair, the host dad banged on the door asking her to come out and finally told her to just pack her things and leave. So she left and stayed at a friend’s house. The family reported a different story, saying that the au pair didn’t want to be there any more and just left. The host mom also refused to set up the required meetings with GreatAuPair representatives. We later found out that the host mom and dad were leaving their 2-week-old baby with the au pair as well, in addition to the toddler. An au pair is not allowed by Department of State regulations to be the sole care provider for an infant less than three months of age. The au pair reported that the host parents would leave her with both children, and not tell her where they were going or when they would be back. In initial meetings with the host parents the program requirements and stipulations were discussed and they agreed to abide by these regulations. However, it appears that the family needed a more comprehensive solution to address their needs than the au pair program provides. *Costs and Refunds Regarding the cost of the program, the family understood and agreed under contract to pay for the au pair’s stipend and the au pair program fee that covers ongoing support, the au pair’s screening, the au pair’s 32-hour training program, the au pair’s accident insurance, and the au pair’s airfare. The signed Host Family Agreement details the program requirenents, terms and refund policy. Also, the host mom, Mrs. [redacted] said the au pair only worked a total of 20 hours, but that is not true. In fact, on October 23, 2014 the au pair contacted us because she said the previous day she had worked 12 hours and wanted the family to provide her with a proper schedule. This was rectified right away, as an au pair is not allowed to work more than 10 hours a day and no more than 45 hours a week. However, the au pair arrived on October 20, 2014 and worked until she left the family’s house on November 1, 2014. She worked in excess of 20 hours, within the first 2-3 days. The fact is that the host family violated the terms of their agreement on several counts and did not abide by the Department of State regulations governing the Au Pair Program. *Outlined below is a description of the refund and how it is calculated based on the Host Family Agreement. The total program fee for your family was $5688. As per the contract, host families are refunded at the rate of $500 per month for the remaining service, of which you have 8.5 months. Therefore, 8.5 months x $500 = $4250. [redacted] is owed a stipend amount for her last week of service in the amount of $195.75, which will be deducted from the refund amount of $4250 leaving a total due you of $4054.25. You will receive your refund within the next 10 business days. We are processing the refund now. Again, we are sorry to see you leave the program, but understand that you must do what is best for you and your family. Please let me know if you have any questions. Best Regards, [redacted] Manager of Host Family Services GreatAuPair’s VP of Program Operations, [redacted], also made herself available to talk to the family. GreatAuPair’s VP of Program Operations responds, explaining the refund and offering a larger refund than we were contractually obligated to offer in an effort to demonstrate our appreciation for her participation in the program and as a gesture of goodwill: We will increase your refund amount from $500 per month of unused service to $575, splitting the difference as the monthly program fee is $650. Therefore, 8.5 months x $575 = 4,887.50 less the stipend owed (cannot be withheld per the Department of State) leaving a final refund of $4,691.75. We hope this demonstrates our appreciation for your program participation. We thank you and wish you and your family the best! Sincerely, [redacted] Vice President of Program Operations Mrs. [redacted] also initiated two chargeback disputes with American Express, and both times, the cases were settled in GreatAuPair’s favor. We have never received complaints about the VP of Program Operations. After reviewing all communications from the VP of Operations to the host family, there is no evidence regarding any kind of language or spite that the host mom stated in her complaint. The VP of Program Operations was professional, responsive, accommodating and fair in all her dealings with this family. We cannot provide further refunds to the family as we have already refunded $637.50 more than our contractual obligation as a gesture of goodwill. We are sorry that this program was not a good fit for Mrs. [redacted]’s needs.