The Remy Report

AuPairCare responded directly to the host family relaying the following on 4/5/2018: Dear Mr [redacted] : Pursuant to your inquiry regarding the “arbitrary” ending of a contract with a host family by AuPairCare, the mutually agreed upon and executed agreement clearly states that AuPairCare retains the right to terminate the company’s relationship with a host family and/or au pair (clause 15) Moreover, we mutually entered into this agreement that contains a fully transparent refund policy AuPairCare offered you the contractual refund along with extending credit options I see, noted in your case, that you stated you would not consider a rematch unless and until you received a full refund of your complete investment This is not how our policy works We need to have an amicable and trusting relationship with our host families and based on our past interactions, we simply cannot move forward in doing business together Therefore, the company, abiding by the agreement, issued you the standard refund, for which we are obligated Your account has since been closed and we wish you and your family the very best We have also attached a copy of clause from the Host Family Agreement that the host family most recently signed on 8/14/for the match with their last au pair

Thank you for taking the time in sharing your experience in hosting an au pairAuPairCare takes great pride in its screening and training of our participants, with over 94% of AuPairCare host families and au pairs recommending our program to othersThough your experience is not representative of the rewarding experience which can come from the program, we understand your decision to do what is best for your family and that you would not match with another au pairWe wish you the best in the future

Complaint: [redacted] I am rejecting this response because: With AuPairCare's latest response, [redacted] and I are simply perplexed as to how the company has misinterprested (perhaps on purpose) exactly what we are complaining about and requesting Since filing our complaint with the Revdex.com, AuPairCare has contacted us on three seperate occasions informing us that our refund is on the way, even though we never requested one for the amount that they are trying to issue usWe have attached all of this email correspondence that they have sent to us since our last reply to the Revdex.comIt seems all too evident that they are trying to deceive both us and the Revdex.com as to what the issue is In one of the emails that we've attached to this reply, [redacted] of AuPairCare wrote that we asked for a refund of $1,through the Revdex.com, which is incorrectAs per our initial complaint, the figure that we are requesting a refund for is $2,We are unsure how they could misinterpret one for the other and are left questioning the competence of their accounting department As we replied to them in the attached email correspondence, we did not authorize nor do not want a refund of $1,at this time Any further writing on our part would be simply repeating what we have already stated and documented in this caseAuPairCare is making it clear to us that they will stop at nothing to protect their bottom line and regardless of how they are trying to twist the nature of our complaint to their advantage, their company as a whole was not able to provide us with the reliable child care that we signed up for and it put us in a scramble as a result of thatThey are trying to avoid this main part of the issue and we question why this is soWe would also advise them to go back and once again reread our complaint so that they can understand it properly We are still requesting a refund of $2,from the company and nothing less than that at this timeAny attempts by them to contact us off the record from the Revdex.com or to make any decisions on our behalf regarding a refund less than $2,are completely unjustified, unwelcome, and most certainly also illegal Thank you, [redacted] and [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: None of what this outlines clarifies our situation and why they would end our contractWe demand further explanation As per clause 15: Host agrees that AuPairCare may immediately terminate Host’s participation in the program and remove the au pair from Host’s home, if: a) AuPairCare determines, at its sole discretion, that the au pair is in an unsuitable environment, or is being treated in an inappropriate manner by Host; Not applicable to us b) Host fails to comply with any terms of this Agreement, including, but not limited to, failure to pay the full program fee or any other stipend or payment required hereunder We paid our program fee in full c) Host fails to comply with any of the Regulations; We have complied with all regulations d) AuPairCare determines, at its sole discretion, that the Host is not cooperative with AuPairCare's staff or servicesIn the case of any such termination, Host shall not be eligible for a program fee refund in accordance with AuPairCare’s refund policy By the company's logic and verbal confirmation as per a phone conversation with [redacted] , our account was closed because we chose to contact the Revdex.com to elevate our situation to an outside agencyThey interpreted this as us not accepting the offer that they gave us and therefore terminated our account at their sole discretionThis reason is not listed in clause of the terms and conditions unless they consider this failure to cooperate with AuPairCare's staff or services AuPairCare was not able to provide our children with the service that we signed up for and we were asking them to do the right, ethical thing as a result of thisWe fully intended to use them again IF they were to show us that we could trust them to do the right thing even after having failed us twiceWe needed that confirmation to continue working with them againWhat they did instead was show us that they will stop at nothing to protect their bottom line We have the whole experience documented and the company has not once acknowledged that they have failed to provide us the service that we signed up for, let alone refund us what we paid them so that we could get our childcare situation back on track that their product (their au pairs) derailed for us in the first place This situation has made [redacted] and I start to wonder what is wrong with us, and we were put at ease by reading reviews of this company on onlineOf course, we wish we would have seen these reviews before taking a gamble with them, but unfortunately we all get scammed at one point or anotherThe reviews consistently state that this company only cares about their money and will do anything to protect itIn our case, they are choosing to keep the remainder of our money at the cost of their reputationReputation is everything in a business, and AuPairCare also knows this because the company replies to every negative comment trying to justify themselves, even repeatedly quoting the same lines, such as their 94% satisfaction rate with families (which is a line that I received by email even before seeing it on ***)They have made it all too evident that the remaining 6% can get lost and leave them aloneWhen one considers that their business deals with caring for children and not selling used cars for example, their attitude, behavior, and approach borders on criminal We repeat our question once more: Where in your terms and conditions does it say that a customer can have their account terminated for filing a complaint with an agency such as Revdex.com because they were not satisfied with the offer that you gave them? Where within clause of the contract that you attached to your last communication does your reason for closing our account fall into? Moreover, we are still requesting the refund amount that we asked for in our initial filing of this case which, as [redacted] from AuPairCare tried telling me, is NOT the standard refund amount that they are offering usIn addition to evading any mention of the parts of our Revdex.com complaint that were inconvenient for AuPairCare to acknowledge, [redacted] legitimately tried making me believe that they were refunding us the amount we were asking for in our Revdex.com complaintIn reality, they have kept over $1,of our money Unless AuPairCare can do the right thing, we are left to believe and to share with others that entering into contract with AuPairCare is just like gambling at a casino: you know ahead of time that you're taking a chance with your money and should you be unlucky with the au pairs that you choose based on the pool that they provide you with, you will lose and end up joining the 6% of families who were unlucky in the AuPairCare slot room.Sincerely, [redacted]

In response to host family’s allegations in their most recent correspondence with the Revdex.com, the issues addressed were with a prior au pair Those issues were rectified by AuPairCare to the host family’s satisfaction In fact, the host family hosted another au pair after the reconciliation of their complaints to their full satisfaction This specific, recently discussed monetary complaint refers to the most recent au pair for which they have demanded a full refund of all fees paid in relation to unused time All families entering the program are provided significant and multiple opportunities to interview prospective au pairs It is the family that ultimately chooses the au pair that has been vetted by our international partners and meets the requirements of the Department of State for a J-Visa The aforementioned is delineated in AuPairCare’s Host Family Agreement which the host family reviewed, accepted and signed Additionally, AuPairCare’s refund policy is clear and completely transparent in the agreement AuPairCare responded to the host family’s request, offering them the contractual refund along with various options for credits Since the host family has indicated they are seeking a refund and not a credit, AuPairCare will provide the host family with the contractually agreed upon refund

Initial Business Response / [redacted] (1000, 10, 2015/12/22) */ We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated. Our client services team has been in close... contact with this customer. In an effort to part ways amicably we provided the customer with an exception to the refund policy as stated in the signed Host Family Agreement. We are currently awaiting a response on how they wish to proceed. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 16, 2016/02/25) */ HI, We would like to request a total of 5700 dollars back for this case. We used 4.5 months of the service and were expecting a full years worth of service from them. However, our Au Pair had some family issues she needed to fix and so we let her go on her vacation for 2 weeks, and was expecting her to return back to the United States after that. The day after she left, we got a phone call from our Au Pair letting us know that the Au Pair Agency had fired her and that she was NOT going to return to us after two weeks. The Agency never notified us that they were firing her, and never gave us proper notice to make other arrangements for childcare after the two week leave. What makes it worse is after we found a different Au Pair they hired they other Au Pair that they fired back. We are requesting the funds to be credited back to our credit card. We made total payments of over 8000 to this agency, and we figured with the 6 weeks that we had to piece childcare together this is the minimum they should return to us. The fired Au Pair can also tell you the nightmare that she went through as well (from this agency). We are still in regular communication and good friends. If you have any other questions feel free to contact us at XXX-XXX-XXXX. [redacted] Final Business Response / [redacted] (4000, 19, 2016/03/11) */ We are sorry to learn the customer continues to be frustrated with their program experience. Unfortunately, we are unable to provide any additional financial consideration beyond the original offer. AuPairCare will accept their response as a formal request for a refund and will process the refund according to the financial exception provided.

Initial Business Response /* (1000, 5, 2015/11/06) */
We are sorry to hear that the customer was dissatisfied with the services of AuPairCareWe always strive to provide the best possible services and we would like to respond to the concerns stated
The customer has been with AuPairCare since
February and had one Area Director until January It is unfortunate that they have had to experience multiple staff changes until recentlyThey now have a wonderful staff support who is excited about assisting them throughout the remainder of their program
The customer has expressed interest in extending their program with the current au pair; however, AuPairCare has been unsuccessful in receiving a response to its attempts resolving the outstanding complaintsWe will continue to work with the customer to reach an amicable agreement
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:
This company did nothing to acknowledge what we are asking for and they continue to ignore the issue at handIn fact, this past Friday we received an email from a representative of their company that I have attached to this replyInstead of acknowledging the basis of our complaint to the Revdex.com, they attempted to take it as an indication that we were asking them for the refund that they are offering usThis is sly and unethical, and this has been their way of working since we first filed our complaint with themI copied the Revdex.com on this email correspondence when I replied to them and it is also attached to this message along with all other email correspondence that we've had with au pair care in regards to this issue.
The company clearly knows what's right and wrong, but they are choosing to protect their bottom lineOur au pair broke her contract and the company still chose to pay her flight back home when they didn't have toAt the same time, we have done all that has been asked of us as a host family and despite this we are being financially penalized for situations that are out of our control.
The company's most recent response does not in any way acknowledge our issueWhat it seems to show, however, is that they are happy to count us as the 6% of the families who would not recommend their agency to others and stick to their guns in protecting the bottom-line rather than choosing to do what is ethically correct.
Sincerely,*** *** *** *** ***

Thank you for taking the time to share your experience. The issue noted was resolved and the au pair arrived to the host family’s home as scheduled on 3/8/18. Unfortunately, due to a visa delay and the host family opting to cancel the match, AuPairCare followed standard protocol of
refunding the host family, which can often take 5-business days to be fully processed with the bank or credit card company. When the visa issue resolved and the host family decided to reinstate the match, the funds had already been refunded by AuPairCare and monies needed to be collected in order to finalize the match again prior to the au pair arriving (due to system and compliance regulations). We are glad the host family was able to retrieve the funds prior to the au pair’s arrival date and finalize the match so all could proceed as requestedWe appreciate this feedback and have since implemented a new process to ensure in rare situations like these, the refund delay does not affect the future match request

Initial Business Response /* (1000, 5, 2015/11/04) */
We are sorry to hear that the customer was dissatisfied with the services of AuPairCareWe always strive to provide the best possible services and we would like to respond to the concerns stated
The special needs designation is based on
the customer's knowledge of the children's needsAuPairCare does not identify a host child as special needsAuPairCare has documentation from the family requesting to remove the Special Needs designation on August 3, and AuPairCare complied
The Agreement discloses the terms and conditions of AuPairCare's rematch processThis document must be signed by a Host prior to searching for an au pairThe Agreement states the following: If Host has any concerns or questions whatsoever regarding any provision of this Agreement, those concerns and questions must be raised prior to Host's execution of the Agreement
The customer elected to request a refund instead of a replacement au pair that would provide a full credit to use towards the next au pairAuPairCare has refunded the customer according to the agreed upon terms and conditions of the signed Agreement
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We informed AuPairCare of our child's Special Needs designation - both in the original application as well as verbally/in writing to employees of AuPairCare
AuPairCare's guidance was that our son's ADHD is considered a "Minor Special Need" and could be removed from our profile if he did not require "Specialized Care" (which he doesn't)The family has documentation from AuPairCare stating this on August We relied on AuPairCare's guidance and, as such, requested the designation be removedWe would not have removed this designation without AuPairCare's guidance
Based on discussions we had following the au pair's request for a placement change, it is our understanding that AuPairCare misguided us when it distinguished between "Minor Special Need" and "Special Need." We now know that the Department of State does not make this distinctionAuPairCare failed in its fiduciary responsibility as a Sponsor when it misguided us
The Host Family Agreement DOES NOT STATE that "participants (host or au pair) may end a placement at any time and for any reason." Section of the Host Family Agreement stated exactly the opposite in its requirement of "an initial adjustment period of days following the au pair's arrived before any placement change is considered." As it was, the au pair requested a placement change after days (after requesting that we buy her an iPhone, which we did, and spending almost no time getting to know our children or our family.)
We elected to request a full refund instead of a replacement au pair due to the unsatisfactory business practices of AuPairCare and the the significant additional financial burdens that we would have had to undertake (e.gpaying for the replacement au pair's transportation costs)Through discussions with AuPairCare's representatives, it became clear that we risked putting our children through a similarly disruptive situation with a replacement au pair given the lack of controls that AuPairCare has in place in regards to its au pair screening process
Final Business Response /* (4000, 9, 2015/11/19) */
AuPairCare can only make a recommendation when it comes to the special needs designation; however, the final decision to add or remove the designation is solely the customer's responsibility
The au pair program is an exchange program with many factors at play and participants (host or au pair) may end a placement at any time and for any reasonThe Department of State has this provision in place to ensure that each party is protected and not forced to remain in the programGiven this, AuPairCare cannot guarantee a placement will go full termWhat we can do is ensure that each participant meets the Department of State requirements to participate in the program and provide as much support as we can to each party
AuPairCare regrets losing the family as a customerHowever, we wish them the best in their future childcare endeavors
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite our continued requests, AuPairCare has to date refused to address our complaint in any meaningful way, which is in keeping with how the business has generally conducted itselfI would like to note up top what a terrible experience we have had with this company and what a terrible choice we feel using AuPairCare was for our two children
The primary reason we made the decision to use an Au Pair program was our need for need for safe, reliable childcareThe AuPairCare contract specifically stipulated under the "Au Pair Placement Changes" Section 28, that "Host is hereby advised and understands that AuPairCare requires an initial adjustment period of days following the Au Pair's arrival before any placement change is considered; however, any decision regarding Au Pair removal is at AuPairCare's sole discretion." We were seeking reliabilityAnd, given that we had just released our nannies of years, we wanted to make sure that whoever we hired would be a constant for our childrenThis stipulation, which set forth a contractual adjustment period, provided us with comfortAs it turned out, we were wrong in putting our faith in AuPairCare
The Au Pair arrived at our home on Thursday, September 17thShe immediately went up to her room - not spending much time with us or our childrenOn Friday evening, September 18th, we asked her if she wanted to join us at our childrens' school where a movie was being shown outsideDuring the evening the Au Pair barely acknowledged our children and seemed entirely disinterested in getting to know themThe following day, we took the Au Pair into the city for the dayShe again showed little interest in getting to know or interacting with our childrenIn fact, most of the conversations we had with her revolved around her wanting a different phone (after which, we got her a very expensive iPhone) and about how "perfect" her schedule was with her prior family (e.gno weekends)Truth be told, we had never seen a childcare provider who seemed so uninterested in children
On the evening of Tuesday, September 22nd, the Au Pair left us a note stating that she "needed to talk to tonight." She then left for the moviesWe were concerned and texted her asking if everything was okayShe texted back at 9:57pm, ""Yea, I'm heading now home so hope you are not asleep yet and we can talk!:-)" The Au Pair finally returned after 10:30pm that evening and informed us that she didn't feel she could support our children and that she had already informed AuPairCare earlier that day
We were devastatedWe had embraced a stranger into our homeWe let our nannies of 2+ years go upon the recommendation, which devastated our childrenWe had the third floor of our home painted for the Au PairWe had bought her the expensive iPhone she had wanted, and now she was requesting a placement change after having spent only two days taking care of our children
We met with a representative of AuPairCare the following evening, September 23rd, and aligned that the Au Pair would stay on through October 9th while the program helped us find a new Au PairThis made no sense to us as the agreement we signed specifically stated that there would be a day adjustment period "following the Au Pair's arrival before any placement change is considered."
Prior to this meeting, on September 23rd, Ms*** emailed us two documents - "Host Family in Transition" and a copy of the Host Family AgreementAs noted above, nowhere in the Host Family Agreement that *** signed was the following (per the separate "Hosted Family in Transition" document) stated:
o "If it is determined that the Host will be re-matched with an Au Pair, Host should allow 2-weeks for the arrival of the new Au Pair
o "Host is responsible for making temporary childcare arrangement in the event that they are without the services of an Au Pair during the re-matching process."
We did not have 2-weeks to find a new Au Pair; we needed someone immediatelyWe were also informed that we would need to pay for the airfare for any replacement Au Pair that was already in the country, which was our only viable option given the long wait time for any out-of-country Au Pair
Although the meeting was held on September 23rd, we were not given access on AuPairCare.com available in-country Au Pairs until Saturday, September 26th
Between September 23rd and September 25th, the Au Pair failed to fulfill many of the basic duties of her roleWe explained that, while we knew this situation may not be ideal, it was still important that she does perform her job while she is with usShe explained that she, "forgot," smiled and agreed to do so(Just to note, we actually paid a former nanny to spend 1/days training the Au Pair from Monday September 21st - Wednesday, September 23rd.)
On the morning of Sunday, September 27th, AuPairCare advised us that the Au Pair was requesting to leave immediatelyA representative from AuPairCare then suggested that she spend time with the Au Pair that afternoon, and "try to get (her) through these next weeks." Later that afternoon, on September 27th, we emailed the representative stating that while we applauded her efforts, given the Au Pair's recent actions, combined with her obvious disinterest in our children, we were terrified that we would come home to find our children alone with her nowhere to be foundAs such, we felt we had no choice but to accept her resignation, as we were fearful of what would happen if we relied on herIn this same email, we also requested a full refund
It wasn't until the evening of Tuesday, September 29th that another representative of AuPairCare finally got in touch with usIn this discussion, the representative informed us that we should have been working with the Matching Team on finding a Replacement Au PairAt that point, no one from the matching team had ever even reached out us
On Wednesday, September 30th, more than a week after the Au Pair advised us that she wanted a placement change - and three days after we requested a full refund - did we finally receive an email from the Matching team
We feel that from the beginning of this process until its ultimate end we were misguided by AuPairCareWe are requesting a full refund, because the host family is offered no protections from Au Pairs who are clearly not interested in taking care of children and who might use the "exchange program" only as a means to have their visas and flights to the U.Spaid for and then think nothing of the disruption they cause to families and the confusion they instill in children by then disappearing at the first sign of any real work or if they do not receive an iPhone with an expensive data plan
AuPairCare was billed as a viable childcare optionOnce we realized how immature the Au Pairs are and how unprofessional AuPairCare is, we could not risk staying with the program and possibly putting our children through another situation similar to the one we had already experienced
Again, we are asking for a full refund of all monies that our family paid to AuPairCare to-date, which totals Seven Thousand Eight Hundred Fifteen US Dollars (US$7,815.00)

AuPairCare responded directly to the host family relaying the following on 4/5/2018:
 
Dear Mr. [redacted]:
                Pursuant to your inquiry regarding the “arbitrary” ending of a contract with a host family by AuPairCare, the mutually agreed upon and executed agreement clearly states that AuPairCare retains the right to terminate the company’s relationship with a host family and/or au pair (clause 15).
                Moreover, we mutually entered into this agreement that contains a fully transparent refund policy.   AuPairCare offered you the contractual refund along with extending credit options.  I see, noted in your case, that you stated you would not consider a rematch unless and until you received a full refund of your complete investment.  This is not how our policy works.  We need to have an amicable and trusting relationship with our host families and based on our past interactions, we simply cannot move forward in doing business together.
                Therefore, the company, abiding by the agreement, issued you the standard refund, for which we are obligated.   Your account has since been closed and we wish you and your family the very best. 
 
We have also attached a copy of clause 15 from the Host Family Agreement that the host family most recently signed on 8/14/2017 for the match with their last au pair.

Thank you for taking the time in sharing your experience in hosting an au pair. AuPairCare takes great pride in its screening and training of our participants, with over 94% of AuPairCare host families and au pairs recommending our program to others. Though your experience is not representative of...

the rewarding experience which can come from the program, we understand your decision to do what is best for your family and that you would not match with another au pair. We wish you the best in the future.

In response to host family’s allegations in their most recent correspondence with the Revdex.com, the issues addressed were with a prior au pair.  Those issues were rectified by AuPairCare to the host family’s satisfaction.  In fact, the host family hosted another au pair after the reconciliation of their complaints to their full satisfaction. 
 
            This specific, recently discussed monetary complaint refers to the most recent au pair for which they have demanded a full refund of all fees paid in relation to unused time.  All families entering the program are provided significant and multiple opportunities to interview prospective au pairs.   It is the family that ultimately chooses the au pair that has been vetted by our international partners and meets the requirements of the Department of State for a J-1 Visa.  
 
            The aforementioned is delineated in AuPairCare’s Host Family Agreement which the host family reviewed, accepted and signed.   Additionally, AuPairCare’s refund policy is clear and completely transparent in the agreement. 
 
            AuPairCare responded to the host family’s request, offering them the contractual refund along with various options for credits.  Since the host family has indicated they are seeking a refund and not a credit, AuPairCare will provide the host family with the contractually agreed upon refund.

Initial Business Response /* (1000, 10, 2015/12/22) */
We are sorry to hear that the customer was dissatisfied with the services of AuPairCare. We always strive to provide the best possible services and we would like to respond to the concerns stated.
Our client services team has been in close...

contact with this customer. In an effort to part ways amicably we provided the customer with an exception to the refund policy as stated in the signed Host Family Agreement. We are currently awaiting a response on how they wish to proceed.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 16, 2016/02/25) */
HI,
We would like to request a total of 5700 dollars back for this case. We used 4.5 months of the service and were expecting a full years worth of service from them. However, our Au Pair had some family issues she needed to fix and so we let her go on her vacation for 2 weeks, and was expecting her to return back to the United States after that. The day after she left, we got a phone call from our Au Pair letting us know that the Au Pair Agency had fired her and that she was NOT going to return to us after two weeks. The Agency never notified us that they were firing her, and never gave us proper notice to make other arrangements for childcare after the two week leave. What makes it worse is after we found a different Au Pair they hired they other Au Pair that they fired back. We are requesting the funds to be credited back to our credit card. We made total payments of over 8000 to this agency, and we figured with the 6 weeks that we had to piece childcare together this is the minimum they should return to us.
The fired Au Pair can also tell you the nightmare that she went through as well (from this agency). We are still in regular communication and good friends.
If you have any other questions feel free to contact us at XXX-XXX-XXXX.
[redacted]
Final Business Response /* (4000, 19, 2016/03/11) */
We are sorry to learn the customer continues to be frustrated with their program experience. Unfortunately, we are unable to provide any additional financial consideration beyond the original offer. AuPairCare will accept their response as a formal request for a refund and will process the refund according to the financial exception provided.

Complaint: [redacted]I am rejecting this response because:
None of what this outlines clarifies our situation and why they would end our contract. We demand further explanation. 
As per clause 15: 
15. Host agrees that AuPairCare may immediately terminate Host’s participation in the program and remove the au pair from Host’s
home, if: 
a) AuPairCare determines, at its sole discretion, that the au pair is in an unsuitable environment, or is being treated in an
inappropriate manner by Host; 
Not applicable to us
b) Host fails to comply with any terms of this Agreement, including, but not limited to, failure to pay the full program fee or any other stipend or payment required hereunder
We paid our program fee in full 
c) Host fails to comply with any of the Regulations; 
We have complied with all regulations
d)
AuPairCare determines, at its sole discretion, that the Host is not cooperative with AuPairCare's staff or services. In the case of any such
termination, Host shall not be eligible for a program fee refund in accordance with AuPairCare’s refund policy.
By the company's logic and verbal confirmation as per a phone conversation with [redacted], our account was closed because we chose to contact the Revdex.com to elevate our situation to an outside agency. They interpreted this as us not accepting the offer that they gave us and therefore terminated our account at their sole discretion. This reason is not listed in clause 15 of the terms and conditions unless they consider this failure to cooperate with AuPairCare's staff or services.  
AuPairCare was not able to provide our children with the service that we signed up for and we were asking them to do the right, ethical thing as a result of this. We fully intended to use them again IF they were to show us that we could trust them to do the right thing even after having failed us twice. We needed that confirmation to continue working with them again. What they did instead was show us that they will stop at nothing to protect their bottom line.
We have the whole experience documented and the company has not once acknowledged that they have failed to provide us the service that we signed up for, let alone refund us what we paid them so that we could get our childcare situation back on track that their product (their au pairs) derailed for us in the first place.
This situation has made [redacted] and I start to wonder what is wrong with us, and we were put at ease by reading reviews of this company on online. Of course, we wish we would have seen these reviews before taking a gamble with them, but unfortunately we all get scammed at one point or another. The reviews consistently state that this company only cares about their money and will do anything to protect it. In our case, they are choosing to keep the remainder of our money at the cost of their reputation. Reputation is everything in a business, and AuPairCare also knows this because the company replies to every negative comment trying to justify themselves, even repeatedly quoting the same lines, such as their 94% satisfaction rate with families (which is a line that I received by email even before seeing it on [redacted]). They have made it all too evident that the remaining 6% can get lost and leave them alone. When one considers that their business deals with caring for children and not selling used cars for example, their attitude, behavior, and approach borders on criminal. 
We repeat our question once more:
Where in your terms and conditions does it say that a customer can have their account terminated for filing a complaint with an agency such as Revdex.com because they were not satisfied with the offer that you gave them? Where within clause 15 of the contract that you attached to your last communication does your reason for closing our account fall into?  
Moreover, we are still requesting the refund amount that we asked for in our initial filing of this case which, as [redacted] from AuPairCare tried telling me, is NOT the standard refund amount that they are offering us. In addition to evading any mention of the parts of our Revdex.com complaint that were inconvenient for AuPairCare to acknowledge, [redacted] legitimately tried making me believe that they were refunding us the amount we were asking for in our Revdex.com complaint. In reality, they have kept over $1,000 of our money. 
Unless AuPairCare can do the right thing, we are left to believe and to share with others that entering into contract with AuPairCare is just like gambling at a casino: you know ahead of time that you're taking a chance with your money and should you be unlucky with the au pairs that you choose based on the pool that they provide you with, you will lose and end up joining the 6% of families who were unlucky in the AuPairCare slot room.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
With AuPairCare's latest response, [redacted] and I are simply perplexed as to how the company has misinterprested (perhaps on purpose) exactly what we are complaining about and requesting. 
Since filing our complaint with the Revdex.com, AuPairCare has contacted us on three seperate occasions informing us that our refund is on the way, even though we never requested one for the amount that they are trying to issue us. We have attached all of this email correspondence that they have sent to us since our last reply to the Revdex.com. It seems all too evident that they are trying to deceive both us and the Revdex.com as to what the issue is. 
In one of the emails that we've attached to this reply, [redacted] of AuPairCare wrote that we asked for a refund of $1,642.19 through the Revdex.com, which is incorrect. As per our initial complaint, the figure that we are requesting a refund for is $2,391.71. We are unsure how they could misinterpret one for the other and are left questioning the competence of their accounting department. 
As we replied to them in the attached email correspondence, we did not authorize nor do not want a refund of $1,642.19 at this time. 
Any further writing on our part would be simply repeating what we have already stated and documented in this case. AuPairCare is making it clear to us that they will stop at nothing to protect their bottom line and regardless of how they are trying to twist the nature of our complaint to their advantage, their company as a whole was not able to provide us with the reliable child care that we signed up for and it put us in a scramble as a result of that. They are trying to avoid this main part of the issue and we question why this is so. We would also advise them to go back and once again reread our complaint so that they can understand it properly. 
We are still requesting a refund of $2,391.71 from the company and nothing less than that at this time. Any attempts by them to contact us off the record from the Revdex.com or to make any decisions on our behalf regarding a refund less than $2,391.71 are completely unjustified, unwelcome, and most certainly also illegal.
Thank you,
[redacted] and [redacted]
Sincerely,[redacted]