Complaints

This profile includes complaints for AuPairCare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AuPairCare, Inc.

  600 California St Fl 10 San Francisco, CA 94108-2730

  
• 

  AuPairCare, Inc.

  490 Merrick Dr Beavercreek, OH 45434

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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I paid around $9k for Au pair service for 9 months, the first Au pair could not speak English as well as company said. Company lied to me about why she was rematched (said too many kids but later read to me that she refused to work on weekends and had doctors note because didnt take medication then. I was not told she was off meds on weekends. She left my son at pool and I caught it on video, she may have crushed my sons hand by squeezing it till he cried. She let him run away in public and didnt go after him for over 20 minutes. When I had company end match, they said I would have to pay for her to not stay at my house even after I expressed concerns she hurt my child. They said she left country but never gave proof and may have sent her to new family for money. My next Au pair after 10 days got caught driving car outside of agreed upon range. She started screaming insults even though she wasnt in trouble and threatened to go crazy and started wailing. I requested rematch because she said she would need my only car till 4 am to go drink every night or she would leave. In front of company director she started fake hyperventilating and repeating she would go crazy when we said she could only stay in ******** with the car. She started wailing and causing huge scene in my complex clubhouse in front of other residents. Director didnt do anything, then when I said she couldnt stay with us because I didnt feel safe with her near my kid, they said they would charge me. I went to a nearby restaurant with my friend and called director about how she needed to move out. Director wanted to know where ai was . She then sent her down street to the restaurant I was at where she approached my child and said I was kicking her out. She then laughed and walked away, this was several hours after our meeting. Company said they would tell next family she was followed to restaurant, even though my cameras prove otherwise. They are putting children in danger intentionally.

  

  Business Response

  Date: 07/08/2025

  We are so sorry that you did not have a positive experience with the au pair program.  Our Host Family Agreement,which we have attached, outlines that AuPairCare cannot guarantee that an au pair will be compatible in a given familys home.  As a participant in a cultural exchange program, host families also agree to provide housing to au pairs for up to 14 days after the match ends, whether childcare is being provided or not.  We understand this can be difficult,especially after what was an emotionally challenging match break, but it is important - au pairs are international exchange participants who are young adults,far from their families and support networks, and rely on their host families for housing. 

  As a one-time goodwill gesture, our management team approved a Return Customer Credit which has allowed you to receive your refund now while still apply the program credit balance should you decide you are open to hosting with us in the future.  In addition to your $3,881.71 refund that has already been provided to you, the Return Customer Credit of $ 2,486.69 has been added to your account and will show as a discount when finalizing a new match by 06/06/2026.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23547761
  
  I am rejecting this response because: as stated before, the Au pair provided by this company put my son in life threatening danger in addition to breaking several laws. The next Au pair provided by this company threatened to go crazy and demanded she be allowed to break several US laws, including drinking and driving with my car, also putting my child in danger, or she would rematch. She began wailing and speaking to herself in another language making threats which is why I could not house her- for my childs safety. These Au pairs both attempted to break several US laws as soon as arriving, one nearly killed my child, the next one making threats to make us uncomfortable with her staying with us, she threatened she would go crazy if she lived with us while acting in a threatening manner. The au pair company makes more money off of rematched Au pairs then ones that stay with one family. The company was encouraging poor behavior by Au pair after US put visas on hold, because they would still make more money rematching Au pairs in ** rather than having them stay with host families. These Au pairs are told lies by Au pair companies in their home countries. They are told they will live with a wealthy family, barely doing any work and going on extravagant vacations, which causes issues when they come here and actually are expected to work. I was lied to by the local area director and Au pairs were misrepresented by company to me before I matched, including their English speaking ability and reason they rematched. If they hadnt been misrepresented I would not have chosen them and lost the money. I will not risk my childs safety with another Au pairs from this company. The Au pair made threats which is why we couldnt continue to house her, it was a safety issue and she openly was planning to break US laws and should have to leave the country.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/10/2025

  Thank you for reiterating your poor experience with your au pairs we understand that this was disappointing to you, and we sincerely wish your family the best. 

  While AuPairCare screens au pairs to ensure their qualifications go above and beyond US regulatory requirements,host families also interview au pairs to ensure English skills and personality fit are appropriate for their familys needs. Ultimately, program success cannot be 100%predicted through any screening process, despite AuPairCare's systematic efforts to determine who will do well in the program, and what was certainly a sincere effort on your part to determine that these au pairs had the right skills and personality style to be a great fit for your family. Whenever a match ends early, we re-evaluate both the host family and au pair for continued participation in the program.  

  Our description of the au pair program is transparent, and we are required by regulation to survey participants to ensure that program expectations are aligned with reality. These statistics are reported on regularly to the ******************* and the vast majority of participants feel that the information we share about the program is excellent.  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23547761
  
  I am rejecting this response because: they said they had a policy of charging Au pair families $75 a day if the Au pair does not live with them during rematch process. This Au pair made threats to go crazy, said inappropriate things to a child, and said she planned to break several US laws. She also called host family names and then at the meeting with company director said she felt uncomfortable continuing to live there, but they still charged for 9 days of housing her elsewhere and also rematched her to a family, intentionally lying to them about her behavior at her last family. Both families that this Au pair was housed with believe she is not fit for the program and should be deported. If the company acted appropriately and took this Au pair out of program, after she proved she was not fit for it, they wouldnt be able to charge money for housing. She also made it impossible to keep housing her by refusing to stay at the meeting.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 seek $4,680 from Au Pair Care for financial damages caused by our Au Pair Tiffen (Tif) LeRouge abruptly breaking her contract by leaving 2 months before her contracted end date. This amount will cover the increased cost of a baby sitter ($20 / hour) versus the Au Pair rate ($215 / week) that we unexpectedly need to pay over the summer.On the last week of our daughter's school before their summer break, Tif told us she would be leaving in one month on June 17 because her mother needed to attend a doctor appointment that is hard to schedule. This caused us to scramble to find last minute child care for our daughter while she is out of school and home all day. If Tif had told us in March she was leaving 2 months earlier than contracted, then we would have been able to arrange for child care between family and camps, but because of the last minute ************************ to summer, we had to spend a lot of money, time, and effort to scramble & find child care.Our Area Director said we have $1,500 in credit but said we could not be refunded. I followed up with Au Pair Care who said we can have $1,600 in credits, but we could not be refunded and neither of these proposals make us whole because we have to pay cash now for our daughter's childcare and it is impossible to find an equivalent au pair replacement to Tif with such short notice. Per Au Pair Care, matching with an au pair takes time, plus there is a 3 week or more period before the Au Pair can begin work. It would also take time to help the new Au Pair get a Driver's License, Social Security Card, and Bank Account as we did with Tif. Speaking French was a condition for our Au Pair as well and only 10% of Au Pairs in the area speak French per our Area Director at Au Pair Care.The majority of the fee we paid Au Pair Care for a 12-month contract goes towards matching by Au Pair Care's own documentation and we're just seeking to be made whole for the 2 months they failed to provide their contracted service.

  

  Business Response

  Date: 06/26/2025

  We are so sorry that your au pair decided to end her employment
  with you earlier than originally planned – this is never the outcome that we
  want for any host family.  As an au pair
  agency, we provide pre-match support and on-program support, and when an au
  pair or host family decide to end a match early, we are happy to provide post-match
  support in finding a new au pair that might fit your needs.  Although we understand that interim childcare
  is needed in the short-term, we sincerely hope you take advantage of the credit available
  on your account for a new au pair at a later date. 
  

  Au pairs and host families alike can choose to end a
  placement at any time, and we are unable to
  guarantee that any individual au pair will be willing to continue working for a
  family for the full duration of their exchange program. We transparently outline this in the
  Host Family Agreement that you signed prior to beginning your participation in the
  au pair cultural exchange program in Section 12: 
  

  “Host is hereby advised and agrees that AuPairCare does not
  guarantee childcare coverage at any time, including but not limited to… unwillingness
  by an au pair to fulfill her/his training/duties. Host hereby releases
  AuPairCare, its subsidiaries, officers, employees and/or agents from any and
  all claims for financial, incidental or consequential damages directly caused
  by an au pair during or after his/ her au pair program, including but not
  limited to costs of alternative or interim childcare, loss of income, travel
  costs, emotional or psychological injury, or other loss or damage of any kind
  which may arise from the unavailability of an au pair’s services”
  

  AuPairCare understands that it can be frustrating when a placement
  does not work out as expected, and our Billing Manager has approved a waived
  Placement Fee should you decide that you would like to move forward with a new
  au pair within the next year.  We hope to
  work with you again in the future, and wish your family the best!

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23508046
  
  
  
  I am rejecting this response because: au pair care failed to provide financial damages for breaking our contract.
  
  
  
  Sincerely,
  
  
  
  Elie Track

  

  Business Response

  Date: 06/27/2025

  We can hear that you're frustrated with the financial policies in the Host Family Agreement, and we understand that you've incurred unexpected expenses due to your au pair needing to leave before the originally planned end date. Our credit and refund policies are firm, but we would love the opportunity to support your family in using the credit on your account toward a new cultural exchange experience, and the goodwill gesture of a waived Placement Fee still stands.  

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23508046
  
  
  
  I am rejecting this response because: the business failed to make me whole for the h expected financial burden caused by breaking our contract and failing to provide contracted services for 2 months.
  
  
  
  Sincerely,
  
  
  
  Elie Track

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I signed up with au pair care in December 2024 and started looking for child care. Au pair care does not get people who are truly looking for a child care job but people who will come to the ** and take advantage of you so they can party and run the streets. I hired h**** f***** on February 6. She started off great until the second week of placement she started to bring random men to my home where my kids and I live. I reached out to the director and let her know and told me to talk to her. I spoke with her and made rules clear and she still kept bringing men to my home. Coming home drunk and hung over. Not following house rules or curfew then having friends spend the night and eat all my food. She said she knew how to drive and had a lot of driving experience when I took her on a test drive she had no clue how to drive. She said she was flexible and when she got here she switched up and wants 9-5 job so she can hang out at the bars and clubs. Everything was a lie on her application. This has been a horrible experience and when I reached out to the supervisor she said she will only credit my placement fee on my next au pair. I have been interviewing new au pairs and all they request is weekends and nights off so they can go out and party. They do not do a good job on qualifying these girls who are just looking for a vacation or a getaway from their country. I would like all my money back I paid from au pair care.

  

  Business Response

  Date: 06/17/2025

  We are so sorry that this disappointing experience with your first au pair has made you uncomfortable with the program as a whole. While we are never able to guarantee that any individual au pair will be the right fit for a family's needs, we absolutely want to help support families in finding a replacement au pair that is a better fit.  Our attached Host Family Agreement outlines the refund and credit options that are available, and our Regional Manager has additionally offered you a waived Placement Fee on a future match, as well as a complimentary Advanced Online Training course.  We hope that you will consider taking advantage of these goodwill gestures and allow us the opportunity to support you in finding an au pair that can provide the positive cultural exchange experience that your family deserves.  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company truly prays on the weak, a mother that desperately needed help. We have had 2 au pairs here the first one stayed a month and I couldnt even leave her alone with my children because it was too hard for her and honestly it would have put my children in danger to be left with her, the second one stayed a week and she quit after one week because the job I accurately described was too much for her. Ive paid ***** in program fees not including what I paid the au pairs and I havent even been able to leave them with my children to watch. I needed help 6 months ago when I started this search and they are only offering me a 200 refund or a ***** credit to what would be my 3rd au pair. I feel like thats a scam to keep getting money out of you. A credit is my unspent money and its not my fault that the au pair choose to leave therefore I should be eligible to receive that credit back. This doesnt feel legal and I do plan to contact an attorney to see what we can do about this. I feel as if I paid for two strangers to have free international experiences and have received nothing that I was promised. If you are looking for childcare I recommend ******** vs au pairs bc you wont be scammed out of thousands if it doesnt work out.

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time to share your experience, and were truly sorry to hear about the challenges youve faced in finding an au pair that you feel you can rely on. We understand how important it is to feel safe and supported, particularly when it comes to the care of your children.  We're sorry that it felt that you were providing a free exchange experience for your au pairs -- au pairs are international exchange participants who do incur expenses in order to participate in the program, and if their program ends early they are expected to purchase their own return flight.  It is in everyone's best interest for matches to be successful. While our goal is always to help families and au pairs build these successful, lasting placements, we also recognize that incompatibilities do arise, and not every match works out as planned.  Our program fees cover far more than just placementthey also include recruitment, training, **** interview support, travel coordination, and ongoing support for both host families and au pairs. That said, we know how frustrating it must be to invest both time and money without the outcomes you were hoping for.

  Regarding the refund and credit policy -- while we are unable to adjust the refund amount, we want to reiterate that we genuinely want to work with your host family to help you have a more positive experience. As you mentioned, your Regional Manager has spoken with you regarding an exception to issue the refund now while retaining the credit balance for future use, with an extended expiration date.  We understand that this offer doesn't provide the solution you were hoping for, but many host families do have extremely positive experiences with their au pairs, year after year, and we sincerely hope that you opt to take advantage of the credit in the future.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23195317
  
  I am rejecting this response because:
  I just dont see why I can receive a ***** credit to continue with a 3rd au pair but you guys cant give even that credit amount back to us. To me that makes it feel as if Im trapped in the program or out that money. The credit amount is not apart of the charges the other ***** we spent was so why do I have to be stuck in this program and potentially out more money rather than at least getting my credit refunded. It feels like bad business practice and like a scam. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/17/2025

  We understand your disappointment that an additional exception cannot be made. Our Host Family Agreement is transparent about our refund and credit policy, and this agreement is made available to customers to review and sign prior to making the financial commitment to host an au pair exchange participant.  We understand that the program is not for everyone, but we are here to support you if you choose to use the credit in the future. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23195317
  
  I am rejecting this response because:

  it is a scam, your keeping my money for a service I never received and paid for. This credit I can only use if Im stuck in these program is going to be pocketed by your company and at no fault of mine being that the au pair decided to leave us not the other way around. I do plan to contact my lawyer. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 signed an agreement with *********** (APC) in December 2023 for an au pair (**********) who was to arrive in Feb 2024 and provide child care for 12 months. At the time we had a son who was under 2 years old and according to the agreement we signed *** required any caregiver to have at least 200 hours of documented experience and promised they would be responsible for ensuring this. It became clear to us after several months that many of the obligations of *** were not met including the driving capabilities of the au pair and her lack of childcare experience. Despite raising these with *** we were always pressured into remaining with the company. Approaching the 5 month **** our au pair care was negligent in watching our older daughter (2) and she fell while running unattended in a parking lot and had to have emergency tooth surgery. At that time we contacted *** and told them about our safety concerns and again felt pressured into keeping the au pair. We later came to find out that *** does this to ensure families remain in the program for over 6 months as a tactic to keep any unused funds as "credits" if families exit the program (which they often do at this time). We left the program shortly after given our safety concerns for our young children. Despite numerous attempts to have our money refunded the business continues to "extend" the credit for our $3k that remains with them for services not provided. We continue to tell them that we will not use their services again and asked several times for a refund. *** employs predatory business practices which target young family and puts young children in ***** way with no regard for their safety or well being. I strongly encourage the BBB to investigate them and would appreciate if APC refunds the remaining balance we have with them. We have incurred thousands of dollars in medical expenses as a result of this experience and are only asking for the refund for money for services not provided. Thank you.

  

  Business Response

  Date: 04/10/2025

  We are so sorry that your child fell at the playground -- at the time the au pair herself suggested ending the match, but our notes indicate that you preferred to continue her employment.  I have attached notes from this conversation for your records.   

  We can confirm that she did have the hours of childcare required by regulation, and I have also attached this documentation. 

  The signed Host Family Agreement contains detailed information about driving expectations, and we explicitly state that we cannot guarantee that the au pair chosen by the host family will be able to meet that family's specific needs. As au pairs are international exchange participants, there can be large cultural differences in driving between their home countries and the US. 

  We do encourage giving any match a 60-day adjustment period, as many initial conflicts, including homesickness, driving, or communication challenges, can be resolved with a bit of time. For families who opt-in, the FlexMatch extended refund is available for the first 90 days, to allow some space between the recommended 60-day adjustment period and the expiration of the benefit.   A $500/month refund is still available up to the six-month ***** after which only credit is available.  We are sorry that ********** chose to end her placement with your host family because she did not feel respected. As your au pair chose to end the match after the six-month ***** the refund option had expired.  

  While we cannot provide a refund outside of our contract terms, we are happy to extend the expiration of your account credit to be used toward a new au pair who is a better fit for your needs.  We have a large pool of qualified and vetted au pairs available.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23185922
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Au Pair Care dispute for host family fees + reimbursement of flight for Au Pair who broke contract due to family emergency. We did not receive ANY services from the Au Pair or agency and therefore requesting the full $9,686.90 fee back and $409.47 reimbursement for purchasing a flight from ************, ** to **********, ***-Invoice payment on 12/19 of: $9,686.90 -***************** Flight of: $409.47 -APC is currently only suggesting a reimbursement of $8,301.15.-The Au Pair did not provide any services as agreed in the exit meeting as she was paid $0.00.

  

  Business Response

  Date: 01/16/2025

  We are so sorry that this au pair decided to leave the cultural exchange program early due to a family health emergency and return to her home country of *******  As this is a program in which the host family or au pair may choose to terminate their employment arrangement at any time, our attached Host Family Agreement contains a provision for refunds if the placement ends early, and the family chooses not to use their account credit toward hiring a new au pair.  The ***** family indicated that they understood and agreed to the FlexMatch refund policy (section 45 of the attached, signed agreement), in which they are eligible for $8,301.15 in refund.  We are happy to provide them with this amount, but we are unable to reimburse their ***************** flight or provide any additional financial exception. 

  In Section 30 of the Host Family Agreement signed by the ***** family, AuPairCare outlines the costs that are included in program fees, which include services provided before and during the placement.  In this case, AuPairCare did provide extensive services, including recruiting and completed screening of this au pair above and beyond Department of State regulatory requirements, and payment for international airfare for the au pair to come to the ************* from her home country of France.  We ensured that she completed all Department of State required education and training prior to her arrival in the ***  Additionally, AuPairCare provided support to the ***** family prior to their decision to hire this au pair, including sending hand-selected suggestions of several au pairs to the ***** family for them to interview, and arranging for a specially requested start date for this au pair to accommodate the *****' schedule.  The au pair was provided with travel insurance during the period she was living with the ***** family, and after the start of the placement, our local Area Director completed a personal welcome call check-in as well as the final exit interview.  

  We understand that it is very stressful when an au pair quits very quickly after a placement begins, and we understand that the challenges of a cultural exchange program are not the right fit for every host family.  We sincerely wish the ***** family the best and will promptly refund the $8,301.15.  

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  AuPairCare is withholding over $3000 owed to me as a refund. AuPairCare sent a dangerous au pair to my house, who could not drive and whom I cannot leave alone with my children. That au pair breached within 30 days of arrival and is going back to ******. The first aupair breached mid year to move to ***** to get married. AuPairCare has offered a refund of $68.35 when I am owed over $3000. AuPairCare has created a contract of adhesion with its host families that is one sided and only benefits AuPairCare, even when AuPairCare is at fault and/or the aupair is in breach.

  

  Business Response

  Date: 12/19/2024

  Were so sorry you have not had a positive experience with your au pair, who has decided that being an exchange participant in the au pair program is not for her, and who will be returning to her home country.  We understand this is disappointing, but neither a host family as employer, nor AuPairCare as an agency, can force any au pair to continue working against their wishes. 

  While it is clear that she has not been able to drive at the level you were hoping, we dispute that the au pair is too dangerous to provide childcare, as you are permitting your au pair to continue to provide ongoing childcare until her departure December 28. 
  

  We explicitly do not guarantee than an au pair will have sufficient driving skills, as this is something that remains an unknown prior to an au pair arriving in the ***  Even the most experienced drivers may encounter difficulties learning cultural norms,signage, and driving rules in a foreign country, as well as getting accustomed to the larger vehicles that are common in America vs. other nations around the world.   There is always a learning curve and some au pairs adapt more quickly than others.  Your signed Host Family Agreement clearly outlines expectations in the section about driving. 
  

  The $68.35 is the refund due per the signed Host Family Agreement.  Please note you are alternately eligible for an account credit of $3,025.69 should you choose to continue your au pair program participation. We understand that cultural exchange is not the right fit for every family and wish you and your family the best no matter which option you choose.  Your Host Family Agreement is attached. 

  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22706453
  
  I am rejecting this response because:

  I have not consented to keep the au pair living in my house. More than seven times this week I have asked for someone WITH AUTHORITY at AuPairCare to call me to discuss this matter. Nobody has called me! ******* has no authority to make decisions of import. ***** is constantly on her cellphone and not watching my daughter. I have not left her alone with the children. I have been forced to work from home to make sure that my children are safe. I have her on camera not watching ****** but rather playing on her cell phone for extended periods of time.

  I have not asked her to work against her will. To the contrary, I am concerned that she is working.

  Your contract is a contract of adhesion void against public policy. It forces host parents to agree to terms, without any room for negotiation. Further, the fees you are referring to are not explicitly laid out in the contract, but rather the contract makes references to generic fees (with no denomination) with reference to other documents despite a merger and integration clause. It further incentivizes dangerous situations as described above, because the agency and the au pair bear no risk in the event of an au pair breach. Immediately refund me $3,025.69.

   

   

   

   

  
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 12/20/2024

  Au pairs are international exchange participants who rely on room and board from their US host families. In the Host Family Agreement, host families agree to either house the au pair during the 14 day period after a match ends, or if the au pair is no longer working for the family, they may also choose to pay $75 per day for AuPairCare to take care of room and board.  At the Exit Interview conducted earlier this month, ******* worked with all parties to mutually agree on a last day of work, in which our notes reflect that you requested the childcare support through December 28.  Should you prefer to adjust the last day of work,******* is the best point of contact for making this adjustment. 
  
  With respect to the refund policy, we are sorry that you are unhappy with the terms of the Host Family Agreement.  You have already connected with our ************* Services Manager regarding this issue, who is the best point of contact regarding refunds.  We understand that her response was not the answer you were hoping for, but we are unable to make any further financial adjustments beyond what she has already suggested.  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22706453
  
  I am rejecting this response because: it is unsatisfactory. Again, your contract is a contract of adhesion and is void against public policy. You have not addressed this in any of your responses. Your contact incentivizes dangerous situations in which an au pair can do whatever they want and the consequences (including financial consequence) are to the host parent, not the au pair. Nor is there any risk to the agency.

  Your response further does not address that nobody with authority (not ******* who has no authority) has called me to discuss. Rather, your agency is aware of the situation and is refusing to speak to me.

  I received an email today stating, inter alia,

  "We are not able to adjust the terms of the Host Family Agreement and will not be available to discuss further.  As a next step, we recommend that you review the arbitration clause of the Host Family Agreement if you wish to pursue this dispute.  Any legal correspondence may be sent to *****************************************************************, and we will forward it to the appropriate person on the legal team."

  This is unacceptable. You cannot put families in these types of situations and refuse to call them or remediate the situation. Sending me boilerplate responses via email and in the forum is not an actual response. 

  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My family used AuPairCare to bring an Au Pair to our family to care for our children. The Au Pair did not have the skills that were represented in the application and interviews. She could not speak English or drive a car safely. We discontinued the match after paying AuPairCare $10,250.00 for an Au Pair who only stayed with our family from April 27, 2023- July 7, 2023. The Au Pair was in our family for 6 weeks out of the one year contract. I was told that there would be a credit or refund available for the next Au Pair. I was not told that the credit/refund would expire. This company engages in deceptive billing practices. 1) The host family pays a large sum of money for Au Pairs that are matched based on fraudulent information. In this case, the ************** reported that this person could speak English, which she did not. 2) ********** refuses to refund the credit due to host families.

  

  Business Response

  Date: 10/29/2024

  We are so sorry that the au pair you selected did not meet your familys needs with respect to English proficiency or driving skills.  We screen all au pairs for English skills, however as these are international cultural exchange participants, their ability can vary from intermediate to native.  Prior to making a hiring decision, host families have the opportunity to interview au pair candidates as many times as they like, to ensure that they are comfortable with their au pair's English level before committing.  Host families can always opt for an au pair who is a native English speaker if they prefer not to host someone who is still building fluency.    

  We screen to ensure that all au pairs have successfully obtained drivers licenses in their home country, and we ask au pairs to self-report regarding the type of vehicle they drove and their frequency of driving.  We cannot guarantee that driving ability will immediately meet a particular host familys need, as even the most confident drivers will encounter strong cultural differences in a new country (vehicle size, differences in assertiveness of drivers, new signage and rules of the road, etc.). 

  Our Host Family Agreement spends time setting expectations around cultural exchange and driving in the United Sates, outlines that the final hiring decision is always up to the Host Family, and clarifies that we cannot guarantee that any particular au pair will meet a particular family's needs.  We also outline the expiration date of the refund, which is 12 months after the date that a match ends, which is why we are unable to issue a refund in this case. While we are unable to provide a refund, we sincerely wish you and your family the best with your future childcare needs. 

   

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Unwarranted fee for Aupair (AP) transitional stay AP arrival May 23rd. At the advice of ***** ****** (area director), stipend started in advance of work week on May 24th. Last stipend on Aug 23rd (for the upcoming week).AP left our home on Aug 24, after being off work from Aug 8th to Aug 24th.AP did exit interview on Aug 24th, and left with *****.During exit interview, ***** mentioned this period of being off, while housed and paid might count for AP transition time, however, she will inform us once the office opens on Aug 26th. Both my husband and I repeatedly (recorded on house cameras) mentioned that we dont agree to pay for AP housing and that AP room is empty and AP can stay in our own home.On Aug 26th no one reached out to us. ***** never followed up with us.On Sep 11th, I received an email regarding a charge of $1050.I communicated immediately with *****, and have not received any communication since.I reached out to ******* ****** (Regional Director) through email on Sep 11th and received a generic response (without looking into what we have opted for or the evidence).Multiple attempts to communicate with ******* through email, phone calls, or voicemail have been unsuccessful.Per APC policy, AP is expected to stay with host, unless there are health, safety, or welfare concerns. None of these was deemed a concern throughout her stay with us (based on monthly reports), 15 days off (based on ******* personal meeting report on Aug 20th), or at the time of the exit interview by ***** on Aug 24th. Our clear desire for APs return to her room, if we are deemed financially responsible for AP transitional stay, has been wrongfully ignored and reported by *****. She is to receive this amount for AP's transition ($1050), therefore she has a financial conflict of interest when reporting to the agency.we are requesting a refund of $1050, the extra stipend to AP on Aug 23rd for $215, and a change of area director for professionalism and retaliation concerns.

  

  Business Response

  Date: 09/17/2024

  While we understand that it can be very stressful when childcare ends unexpectedly, the Host Family Agreement signed by the Khavandi/Mofidian family on January 6, 2024 clearly outlines that host families are responsible for providing accommodation to their au pairs, or alternately must pay a $75 per day housing fee, up to 14 days in total.  Please refer to section 36 of the attached, signed contract.  Au pairs are international exchange participants, living far from their families and support networks, and they rely heavily on their host families for room and board.

  While we understand that the family felt that they did not want to pay, it does not invalidate the signed contract. Per our notes, Ms. ******** was requiring the au pair to work a schedule that exceeded the number of hours allowed by Department of State Regulations. Overscheduling of an au pair is absolutely considered a health, safety and welfare concern, and host families agree in the Host Family Agreement to follow all Department of State regulatory requirements please see section 2 of the Host Family Agreement.

  We are unable to reverse this charge, as it was agreed to in the Host Family Agreement and needed for the full 14-day transition period, as the au pair searched for a new host family and then transitioned to live in their home. We have attached documentation of the new match starting more than 14 days beyond the end date with Ms.********. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22279408
  
  I am rejecting this response because:

  I did not require AP to work during her 14 day transition period, hence rejecting this template statement. 
  Per *********** Policy, AP is expected to stay with host unless theres safety, health or welfare issues. Host can continue to ask or withdraw childcare from AP.
  We asked that AP stay in our house and opted that she does not require to work AT ALL! 
  Area director who receives the incentive for transition period is at financial conflict of interest and we will escalate this to the ********************
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/23/2024

  While Ms. ******** ultimately offered that her au pair could return to stay without working, our Area Director was initially asked to remove the au pair immediately if she could not work the required schedule.  We have attached an image provided by the au pair of the schedule that she provided to us, showing that it does not meet the regulatory requirements.  While we understand that Ms. ******** would have preferred not to pay for housing, we must ensure that au pairs are housed in a situation that is conducive to their health, safety and welfare.  Au pair welfare includes living in a welcoming environment in which we are confident that all DOS regulations will be followed.  Due to the circumstances of the match ending, it was determined that housing in another location was best.

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22279408
  
  I am rejecting this response because:
  1- aupair was not supposed to work even one hour during her transition time and we clearly expressed that! So no welfare, health or safety issues were involved! 
  2- This emergency plan schedule was given to Aupair but was not executed as no emergency happened during her stay. 
  3- The fact that her actual working schedule was aligned with DOS regulations was confirmed by Aupair herself during exit interview and was documented by Area director on her notebook. Area director and *********** have consistently refused to provide the factual documentation of the exit interview. 
  4- the schedule provided as a document to BBB is a family calendar STOLEN from our home office and we will take action in this regard! 
  5- Again, the recipient of housing Aupair elsewhere is the area director, as the same person is responsible to document and report. This has created a clear financial conflict of interest for the director. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I received the wrong items. They did not match or fit together as advertised. An email said I would be refunded and to discard the mismatched items. I ordered and paid for replacement items. My original credit card purchase was not credited.

  

  Business Response

  Date: 07/08/2024

  Hi, I believe this is for the wrong company.  The attached image is for Pair Eyewear.  We are a service provider and do not sell products.  We are a cultural exchange company supporting international au pairs and their American host families. Thanks!