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Nannies from the Heartland, Inc.

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Nannies from the Heartland, Inc. Reviews (1)

Initial Business Response /* (1000, 5, 2016/02/26) */
February 26, 2016
Response to Consumer's Complaint Case #[redacted]
The complainant did sign an Agency Family Agreement (see copy) and engaged the services of Nannies from the Heartland to recruit, screen and refer nanny applicants to him and...

his wife on December 14, 2016. I met with them personally in their home and they had the opportunity to ask for any clarification of the agreement and terms of the guarantee. The Agency Family Agreement clearly states:
"The AGENCY guarantees the initial placement of a long-term (more than 11 months) EMPLOYEE for a period of 120 days. If the initial employment relationship is terminated during that period, the FAMILY will be en¬titled to continued placement services at no additional cost. Only one free replacement will be made under this guarantee. For positions described as short-term (less than 11 months) the primary guarantee period is 60 days.
If the initial employment relationship is terminated between 121 and 365 days, the FAMILY will be entitled to a prorated credit of $135 per month toward the $1600 placement fee for a new EMPLOYEE. Example: Placement ends after 9 months, family receives a credit of $405 (12 months - 9 months = 3 months x $135 = $405) which is subtracted from the new $1600 placement fee. The primary free replacement guarantee then applies to this new placement.
These guarantees (and the discount described below) are contingent upon the following:

The placement fee was paid to the AGENCY within seven days after the first day of employment.
A written employment agreement was completed and a copy provided to both the EMPLOYEE and the AGENCY within seven days after the first day of employment.
The actual terms and conditions of employment were consistent with the FAMILY's application to the AGENCY and the written employment agreement."
The agreement also states:
"The placement fee is due no later than seven (7) days after the first day of em¬ployment of an EMPLOYEE referred by the AGENCY. If the placement fee is not received by day eight (8) after the first day of employment of an EMPLOYEE referred by the AGENCY, the AGENCY will charge the placement fee on the credit card of the FAMILY."
The client was also sent an invoice via US mail on December 30, 2015 (see copy). This again states the terms of the placement guarantee:
"The amount shown above is due within seven (7) days of the starting date of employment. Also, please send a copy of the Nanny/Family Agreement. It is necessary that both of these be provided on time since your placement guarantee is contingent on this requirement.
Thank you for the opportunity to provide services to you. If you have any questions concerning this invoice, please let us know."
All of the information regarding terms of the placement guarantee is also posted publicly on our website at www.nanniesheartland.com This is basically the same guarantee provisions and agreement that we have used for 26 years in business while working with thousands of client families. The terms of the guarantee are very clear and were communicated to the complainant multiple times. He never raised any question about this nor ever said he did not understand the terms. The complainant and his wife are a highly educated professional and a business owner. Their claim that they did not understand the conditions for the guarantee is not credible.
The complainant states that is was our choice as to when we charged his credit card. It actually was not. We did not receive payment within 7 days of the nanny's first day of employment which was January 4, 2016. In this event, per the terms of the agreement, we will proceed to charge the client's credit card. We attempted to charge the complainant's credit card on January 12, 2016 but the card was declined. We emailed the complainant on January 14 (see copy) to inform him of this and received no response. We attempted to charge the card again on January 18 and again it was again declined. We called and left two voice mail messages for the complainant on January 18 and January 21 and received no response. It was not our choice as to when we charged his credit card because it was declined and he did not respond to our attempts to contact him regarding this. Finally, on January 21, we called his wife and she provided us with a different credit card number which we charged. By this time, the nanny had worked for the family for almost three weeks. The complainant's wife did not express any dissatisfaction with the nanny.
The nanny disputes that she refused to sign the contract. If in fact this is true, the complainant had ample opportunity to contact us and inform us of this as the nanny started working for him on January 4, 2016. He never did. He also never mentioned this when we spoke on the phone on February 15, 2016.
I spoke at length with the complainant and his wife on February 15, 2016 and have detailed notes of this conversation. They made no mention of any verbal abuse or physical threats by the nanny. They were not satisfied with her services and I suggested they schedule a time with her to discuss their concerns and areas for improvement.
It is not true that we have placed this nanny two previous times within this year and kept a fee for this. We placed her with a client family in a full time nanny job in summer 2012. We were paid one fee for this and she worked for this family for three years through August 2015. We placed her in a nanny job in September 2015, were paid a fee for this and she worked for this family for just three months as their childcare needs changed. It was their decision not to continue her employment. Both of these parties recommended her for future employment as a nanny. The complainant was provided a copy of all of this information and documentation prior to interviewing and hiring the nanny.
In summary, the complainant chose not to comply with the terms of the Agency Family Agreement thus nullifying the terms of the guarantee. We have always honored the guaranteed service commitments to our thousands of clients since 1990 if they honor and fulfill their commitments to us. This client chose not to do that.
Mary [redacted]
President Nannies from the Heartland Inc.

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