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Business Profile

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EurAupair

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We went with Eur Pair because we had used their services previously about a year ago. After coming back with them we had our Au Pair arrived on 10/26/2024 within two weeks of being at our house my child was met with an accident which could have been deadly. we have communicated all this with our LCC. only after three weeks we were left with no choice but let her go. in a short time we couldn't go with Eur pair and got emergency child care and went with another company. This is not right for the company to hold so much money and not even provide services. I had to pay for flights as well which was another $500 on top of that which comes over $2,000.00 for less than month of service this is criminal almost robbery.

    Business Response

    Date: 12/11/2024


    The Haques Family welcomed an au pair to their home on October 26th and the placement was terminated November 27th. The Family requested the program termination after an incident that happened with their son while the au pair was responsible for him. The au pairs program was terminated.  The Family had paid the non-refundable deposit of $1,700, therefore no refund was available upon request. Host Families are responsible for paying their in-country au pairs transportation.  EurAupair offers Host Families to find a replacement au pair from a large pool of au pair candidates.  Any unused credit is applied towards the new program fees.  The Haques Family declined to host another au pair with EurAupair as they decided to host with another program.  Their deposit is non-refundable.   

    Customer Answer

    Date: 12/11/2024

    I will not accept this response because the Au pair pit our kid in ***** way. It was well documented and after searching in their pool of people no one was able to statuary our start date. Hence why we couldnt go with them as far the non refundable portion it is buried in the third page. If they are willing to give me back the refund this will go to court. 

    Business Response

    Date: 12/12/2024

    Our materials are very clear with regards to the non-refundable deposit.    The information is in our Brochure, on our Website, in our invoices, etc.    There is nothing hidden about the deposit being non-refundable.

    Customer Answer

    Date: 12/12/2024

    I didnt mention hidden but the non refundable part in the third page of the fees. 

  • Initial Complaint

    Date:03/09/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We paid Euraupair a total of $9,810 for 12 months of childcare. We chose an aupair infant care certified by Euraupair who came in Nov 2022 to take care of our then 8-month-old child.After 3 months of issues with our aupairs ability to perform job functions and abide by Euraupairs rules, she left a choking hazard in our babys room which he began to choke on until ***** was able to remove it from his throat. Euraupair took no disciplinary action. She was allowed to rematch with another host family. That someone so fundamentally unqualified to provide basic safety and childcare was allowed to enter and remain in the program is appalling and undermines any faith that Euraupair can provide aupairs that wont further endanger host families and their children.We also found out after she left and blocked us that she had been posting pictures and video from inside our house to her public Instagram account with over ***** followers. This was against our agreement that she not post us or our home to social media and in direct violation of Euraupairs policies. Eventually the Euraupair community counselor was able to get the posts taken down, but it took several days of repeated requests for Euraupair to act.Euraupairs policy is a prorated credit for another aupair of ******* or a reduced prorated refund of ****. Our dispute is that we want a refund for the full amount of our credit. Euraupair violated our safety and privacy, failed to provide the services advertised, and took no initiative to hold the aupair accountable to their own policies, so our position is that we should not be bound by this policy either. If Euraupair is allowed to retain 61% of our fees after providing only 25% of the service and putting our child in danger, it incentivizes Euraupair to provide unqualified aupairs to host families.We emailed requesting this refund and have been told repeatedly that they can only offer the credit or the reduced refund. Our calls regarding refund were not returned

EurAupair is NOT a BBB Accredited Business.

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