Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ February 26, 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, 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 guaranteeThe Agency Family Agreement clearly states: "The AGENCY guarantees the initial placement of a long-term (more than months) EMPLOYEE for a period of daysIf the initial employment relationship is terminated during that period, the FAMILY will be en¬titled to continued placement services at no additional costOnly one free replacement will be made under this guaranteeFor positions described as short-term (less than months) the primary guarantee period is days If the initial employment relationship is terminated between and days, the FAMILY will be entitled to a prorated credit of $per month toward the $placement fee for a new EMPLOYEEExample: Placement ends after months, family receives a credit of $(months - months = months x $= $405) which is subtracted from the new $placement feeThe 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 AGENCYIf 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, (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 employmentAlso, please send a copy of the Nanny/Family AgreementIt 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 youIf 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 years in business while working with thousands of client familiesThe terms of the guarantee are very clear and were communicated to the complainant multiple timesHe never raised any question about this nor ever said he did not understand the termsThe complainant and his wife are a highly educated professional and a business ownerTheir 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 cardIt actually was notWe did not receive payment within days of the nanny's first day of employment which was January 4, In this event, per the terms of the agreement, we will proceed to charge the client's credit cardWe attempted to charge the complainant's credit card on January 12, but the card was declinedWe emailed the complainant on January (see copy) to inform him of this and received no responseWe attempted to charge the card again on January and again it was again declinedWe called and left two voice mail messages for the complainant on January and January and received no responseIt 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 thisFinally, on January 21, we called his wife and she provided us with a different credit card number which we chargedBy this time, the nanny had worked for the family for almost three weeksThe complainant's wife did not express any dissatisfaction with the nanny The nanny disputes that she refused to sign the contractIf 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, He never didHe also never mentioned this when we spoke on the phone on February 15, I spoke at length with the complainant and his wife on February 15, and have detailed notes of this conversationThey made no mention of any verbal abuse or physical threats by the nannyThey 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 thisWe placed her with a client family in a full time nanny job in summer We were paid one fee for this and she worked for this family for three years through August 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 changedIt was their decision not to continue her employmentBoth of these parties recommended her for future employment as a nannyThe 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 guaranteeWe have always honored the guaranteed service commitments to our thousands of clients since if they honor and fulfill their commitments to usThis client chose not to do that Mary [redacted] President Nannies from the Heartland Inc
Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ February 26, 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, 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 guaranteeThe Agency Family Agreement clearly states: "The AGENCY guarantees the initial placement of a long-term (more than months) EMPLOYEE for a period of daysIf the initial employment relationship is terminated during that period, the FAMILY will be en¬titled to continued placement services at no additional costOnly one free replacement will be made under this guaranteeFor positions described as short-term (less than months) the primary guarantee period is days If the initial employment relationship is terminated between and days, the FAMILY will be entitled to a prorated credit of $per month toward the $placement fee for a new EMPLOYEEExample: Placement ends after months, family receives a credit of $(months - months = months x $= $405) which is subtracted from the new $placement feeThe 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 AGENCYIf 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, (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 employmentAlso, please send a copy of the Nanny/Family AgreementIt 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 youIf 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 years in business while working with thousands of client familiesThe terms of the guarantee are very clear and were communicated to the complainant multiple timesHe never raised any question about this nor ever said he did not understand the termsThe complainant and his wife are a highly educated professional and a business ownerTheir 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 cardIt actually was notWe did not receive payment within days of the nanny's first day of employment which was January 4, In this event, per the terms of the agreement, we will proceed to charge the client's credit cardWe attempted to charge the complainant's credit card on January 12, but the card was declinedWe emailed the complainant on January (see copy) to inform him of this and received no responseWe attempted to charge the card again on January and again it was again declinedWe called and left two voice mail messages for the complainant on January and January and received no responseIt 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 thisFinally, on January 21, we called his wife and she provided us with a different credit card number which we chargedBy this time, the nanny had worked for the family for almost three weeksThe complainant's wife did not express any dissatisfaction with the nanny The nanny disputes that she refused to sign the contractIf 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, He never didHe also never mentioned this when we spoke on the phone on February 15, I spoke at length with the complainant and his wife on February 15, and have detailed notes of this conversationThey made no mention of any verbal abuse or physical threats by the nannyThey 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 thisWe placed her with a client family in a full time nanny job in summer We were paid one fee for this and she worked for this family for three years through August 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 changedIt was their decision not to continue her employmentBoth of these parties recommended her for future employment as a nannyThe 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 guaranteeWe have always honored the guaranteed service commitments to our thousands of clients since if they honor and fulfill their commitments to usThis client chose not to do that Mary [redacted] President Nannies from the Heartland Inc