To Whom It May Concern,We were made aware of, and addressed the complaint with this student at the time it occurred The student was unhappy with departure times arranged for the group to travel to the airport for departure from the country Students did have different flight departure times and the buses were scheduled to accommodate the group Students would have different wait times, as is typically the case There was absolutely no safety issue related to arriving at the airport early for a flight The student was offered alternative train transport, with the cost to be covered by AIFS Regarding the complaint about an activity schedule change, organized activities are subject to schedule changes and students are made aware Although not our policy, the student was given a refund to offset the impact of the schedule change.The student has received the full benefit of the study abroad experience in Spain provided by AIFS In addition to the academic program for which credit was granted, the student was provided housing, meals, activities and excursions, as well as on site support There is no basis whatsoever on which to demand any amount of refundAIFS has been providing study abroad experiences to students since and we pride ourselves in offering programs of the highest quality, with a commitment to the very best in customer service It is unfortunate this student is unhappy but we did our very best to address her concerns Sincerely, Paul W***Executive Director, AIFS Study Abroad [redacted]
We had a conversation with the customer on May 24th We talked through everything that happened again She confirmed she had received the refund and we can close this issue at this time
We have notified the customer via email that we will refund the additional $ The customer is not responding to our outreach but we consider the complaint closed upon the customer’s receipt of the refund
Dear Revdex.com, we have contacted the [redacted] family and confirmed with them that they will receive a full refund in the amount of $2975, this was the full amount paid to Au Pair in AmericaAu Pair in America’s policy is to offer a replacement and not a refund when there is a break in a family contract After several conversations and an email exchange with the family regarding the personal situation and experience and given the limited time they were able to experience the program we went above and beyond our standard policy [redacted] family is happy with the outcome and the refund is being processed
Complaint: ***
I am rejecting this response because I am not ready to close this caseI am awaiting more resolution from APIA.Thank you.
Sincerely,
*** ***
Au Pair in America is sorry the customer is not happy with our response or the service she received. We have refunded the amount requested and are happy to discuss her complaint further with direct contact to ###-###-####, extension ***. Thank you
The ** *** was accepted as an applicant to the ** *** in America program
after going through our screening process which includes a personal interview,
detailed application with personal and child care references, a criminal
background check and personality test. She also met the
requirements to
be an infant qualified child care provider based on her experience and
references. The *** family reviewed her application and
interviewed her over the phone and decided to invite her to be their au
pair. The match ended after weeks when the *** family accused the au
pair of stealing. Prior to this accusation the ** *** had brought
forward concerns saying the family had asked her to work additional hours
outside of the program regulations. The family denied this and the au
pair denied stealing. The *** family filed a police report and the
police conducted an investigation which included interviewing the au
pair. They closed the case after a few days due to lack of
evidence.
In an effort
to end our relationship with the *** family in as positive a way as possible
we made an exception to our published refund policy attached to the signed
contract. The standard refund would have been $5885. We refunded a
total of $7282.88. We
feel we made a fair decision
Another
family has been hosting the ** *** since June 2nd, they like her very much and have had no issues, the placement
is successful
*** *** received a refund when she left the programper our policies The $in question was an outstanding bill left from her au pair While Au Pairin America is not responsible for personal debtsleft by an au pair, we have contacted the customerdirectly to resolve the
matter
Au Pair in America is sorry this placement did not work and are prepared to offer the customer a refund above and beyond our regular refund (which has already been issued to the customer.). At this time, the customer has put through a reversal on their credit card payment and we are
working with the credit card company to adjust their refund per the customer's request
Complaint: *** I am rejecting this response because: Au Pair in America has not processed a full refund of the
$I paid for the match with *** ***. The $3235.00 was paid by credit card as follows: $on 1/19/17, and two separate transactions of $and $on 2/8/17. To date, Au Pair in America has only refunded $on 3/29/and $2258.33 on 4/8/for a total of $2725. There is an outstanding credit due of $
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
To Whom It May Concern,We were made aware of, and addressed the complaint with this student at the time it occurred. The student was unhappy with departure times arranged for the group to travel to the airport for departure from the country. Students did have different flight departure...
times and the buses were scheduled to accommodate the group. Students would have different wait times, as is typically the case. There was absolutely no safety issue related to arriving at the airport early for a flight. The student was offered alternative train transport, with the cost to be covered by AIFS. Regarding the complaint about an activity schedule change, organized activities are subject to schedule changes and students are made aware. Although not our policy, the student was given a refund to offset the impact of the schedule change.The student has received the full benefit of the study abroad experience in Spain provided by AIFS. In addition to the academic program for which credit was granted, the student was provided housing, meals, activities and excursions, as well as on site support. There is no basis whatsoever on which to demand any amount of refund. AIFS has been providing study abroad experiences to students since 1964 and we pride ourselves in offering programs of the highest quality, with a commitment to the very best in customer service. It is unfortunate this student is unhappy but we did our very best to address her concerns. Sincerely, Paul W[redacted]Executive Director, AIFS Study Abroad[redacted]
Complaint: [redacted]
I am rejecting this response because:I did receive the refund, but not because the company was nice enough to give me the money, but because I was entitled to it. The customer service in this company is so poor, they don't even understand the nature of the complaint. The $150 was not a personal debt. It was a result of a crash, and per your company policies, the au pair has a $500 deductible. This answers means: we have policies; however, we won't enforce them. If you happen to have the bad luck of finding an au pair who has lied about her experience, and on top of that, leaving without paying the money required, as established by the program, you are on your own. Also, please notice they took around $3,000 of my money for 2 weeks of service, so they are definitely making a profit from people that has issues with the service, and decide to terminate. I find it pretty disturbing and unethical this company is allowed to take money for bringing people in the country, but once they are here, they stop being responsible for what they do. I would like to keep this record, so other people can use my experience as a way to get feedback about this kind of irresponsible program.
Sincerely,
[redacted]
We have notified the customer via email that we will refund the additional $510. The customer is not responding to our outreach but we consider the complaint closed upon the customer’s receipt of the refund.
We had a conversation with the customer on May 24th. We talked through everything that happened again. She confirmed she had received the refund and we can close this issue at this time.
Dear Revdex.com, we have contacted the [redacted] family and confirmed with them that they will receive a full refund in the amount of $2975, this was the full amount paid to Au Pair in America. Au Pair in America’s policy is to offer a replacement and not a refund when there is a break in a family contract....
After several conversations and an email exchange with the family regarding the personal situation and experience and given the limited time they were able to experience the program we went above and beyond our standard policy. [redacted] family is happy with the outcome and the refund is being processed.
We have reached out to the customer by phone and email. The customer has not responded. We have approved an additional refund and confirmed this via email.
To Whom It May Concern,We were made aware of, and addressed the complaint with this student at the time it occurred The student was unhappy with departure times arranged for the group to travel to the airport for departure from the country Students did have different flight departure times and the buses were scheduled to accommodate the group Students would have different wait times, as is typically the case There was absolutely no safety issue related to arriving at the airport early for a flight The student was offered alternative train transport, with the cost to be covered by AIFS Regarding the complaint about an activity schedule change, organized activities are subject to schedule changes and students are made aware Although not our policy, the student was given a refund to offset the impact of the schedule change.The student has received the full benefit of the study abroad experience in Spain provided by AIFS In addition to the academic program for which credit was granted, the student was provided housing, meals, activities and excursions, as well as on site support There is no basis whatsoever on which to demand any amount of refundAIFS has been providing study abroad experiences to students since and we pride ourselves in offering programs of the highest quality, with a commitment to the very best in customer service It is unfortunate this student is unhappy but we did our very best to address her concerns Sincerely, Paul W***Executive Director, AIFS Study Abroad [redacted]
We had a conversation with the customer on May 24th We talked through everything that happened again She confirmed she had received the refund and we can close this issue at this time
We have notified the customer via email that we will refund the additional $ The customer is not responding to our outreach but we consider the complaint closed upon the customer’s receipt of the refund
We are currently in communication with [redacted] and working with her to find a resolution
Dear Revdex.com, we have contacted the [redacted] family and confirmed with them that they will receive a full refund in the amount of $2975, this was the full amount paid to Au Pair in AmericaAu Pair in America’s policy is to offer a replacement and not a refund when there is a break in a family contract After several conversations and an email exchange with the family regarding the personal situation and experience and given the limited time they were able to experience the program we went above and beyond our standard policy [redacted] family is happy with the outcome and the refund is being processed
Complaint: ***
I am rejecting this response because I am not ready to close this caseI am awaiting more resolution from APIA.Thank you.
Sincerely,
*** ***
Au Pair in America is sorry the customer is not happy with our response or the service she received. We have refunded the amount requested and are happy to discuss her complaint further with direct contact to ###-###-####, extension ***. Thank you
The ** *** was accepted as an applicant to the ** *** in America program
after going through our screening process which includes a personal interview,
detailed application with personal and child care references, a criminal
background check and personality test. She also met the
requirements to
be an infant qualified child care provider based on her experience and
references. The *** family reviewed her application and
interviewed her over the phone and decided to invite her to be their au
pair. The match ended after weeks when the *** family accused the au
pair of stealing. Prior to this accusation the ** *** had brought
forward concerns saying the family had asked her to work additional hours
outside of the program regulations. The family denied this and the au
pair denied stealing. The *** family filed a police report and the
police conducted an investigation which included interviewing the au
pair. They closed the case after a few days due to lack of
evidence.
In an effort
to end our relationship with the *** family in as positive a way as possible
we made an exception to our published refund policy attached to the signed
contract. The standard refund would have been $5885. We refunded a
total of $7282.88. We
feel we made a fair decision
Another
family has been hosting the ** *** since June 2nd, they like her very much and have had no issues, the placement
is successful
*** *** received a refund when she left the programper our policies The $in question was an outstanding bill left from her au pair While Au Pairin America is not responsible for personal debtsleft by an au pair, we have contacted the customerdirectly to resolve the
matter
Au Pair in America is sorry this placement did not work and are prepared to offer the customer a refund above and beyond our regular refund (which has already been issued to the customer.). At this time, the customer has put through a reversal on their credit card payment and we are
working with the credit card company to adjust their refund per the customer's request
Complaint: *** I am rejecting this response because: Au Pair in America has not processed a full refund of the
$I paid for the match with *** ***. The $3235.00 was paid by credit card as follows: $on 1/19/17, and two separate transactions of $and $on 2/8/17. To date, Au Pair in America has only refunded $on 3/29/and $2258.33 on 4/8/for a total of $2725. There is an outstanding credit due of $
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
To Whom It May Concern,We were made aware of, and addressed the complaint with this student at the time it occurred. The student was unhappy with departure times arranged for the group to travel to the airport for departure from the country. Students did have different flight departure...
times and the buses were scheduled to accommodate the group. Students would have different wait times, as is typically the case. There was absolutely no safety issue related to arriving at the airport early for a flight. The student was offered alternative train transport, with the cost to be covered by AIFS. Regarding the complaint about an activity schedule change, organized activities are subject to schedule changes and students are made aware. Although not our policy, the student was given a refund to offset the impact of the schedule change.The student has received the full benefit of the study abroad experience in Spain provided by AIFS. In addition to the academic program for which credit was granted, the student was provided housing, meals, activities and excursions, as well as on site support. There is no basis whatsoever on which to demand any amount of refund. AIFS has been providing study abroad experiences to students since 1964 and we pride ourselves in offering programs of the highest quality, with a commitment to the very best in customer service. It is unfortunate this student is unhappy but we did our very best to address her concerns. Sincerely, Paul W[redacted]Executive Director, AIFS Study Abroad[redacted]
Complaint: [redacted]
I am rejecting this response because:I did receive the refund, but not because the company was nice enough to give me the money, but because I was entitled to it. The customer service in this company is so poor, they don't even understand the nature of the complaint. The $150 was not a personal debt. It was a result of a crash, and per your company policies, the au pair has a $500 deductible. This answers means: we have policies; however, we won't enforce them. If you happen to have the bad luck of finding an au pair who has lied about her experience, and on top of that, leaving without paying the money required, as established by the program, you are on your own. Also, please notice they took around $3,000 of my money for 2 weeks of service, so they are definitely making a profit from people that has issues with the service, and decide to terminate. I find it pretty disturbing and unethical this company is allowed to take money for bringing people in the country, but once they are here, they stop being responsible for what they do. I would like to keep this record, so other people can use my experience as a way to get feedback about this kind of irresponsible program.
Sincerely,
[redacted]
We have notified the customer via email that we will refund the additional $510. The customer is not responding to our outreach but we consider the complaint closed upon the customer’s receipt of the refund.
We had a conversation with the customer on May 24th. We talked through everything that happened again. She confirmed she had received the refund and we can close this issue at this time.
We are currently in communication with [redacted] and working with her to find a resolution.
Dear Revdex.com, we have contacted the [redacted] family and confirmed with them that they will receive a full refund in the amount of $2975, this was the full amount paid to Au Pair in America. Au Pair in America’s policy is to offer a replacement and not a refund when there is a break in a family contract....
After several conversations and an email exchange with the family regarding the personal situation and experience and given the limited time they were able to experience the program we went above and beyond our standard policy. [redacted] family is happy with the outcome and the refund is being processed.
We have reached out to the customer by phone and email. The customer has not responded. We have approved an additional refund and confirmed this via email.