Complaints

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

close

Find a Location

AuPairCare, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/13/2024

  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.

  6/13/24 $9500+************* provides an intermediary service whereas they vet potential au pairs and help facilitate their **** applications, travel, and overall transition ************* has refused to support our selected au pair in resubmitting her **** application after an initial denial. In fact they have completely severed ties with her. Now my family is back to square one in our search for an au pair in a difficult time when my wife is only 3 weeks away from giving birth. In order to do this, we need either A) a refund of our money ASAP in order to apply with a different company or B) ************* readmits our selected au pair to their program and facilitates her **** appeal ASAP They have not given us any legitimate answers regarding their actions, nor have they attempted to offer any solutions.host family number: USX332290

  

  Business Response

  Date: 06/14/2024

  Hello!  We believe this complaint is regarding a competitor, ************** We are AuPairCare, and we do not have a customer with this name or email address on file.  Rob - if we are mistaken and your complaint is against AuPairCare, please provide your Intrax ID, or the email address associated with your account, and we'll be happy to support.  

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 signed up for services with this ************** on August 12. During the signup process, they offer the ability to "opt in" to a program called FlexMatch, where you pay an additional ~$400 to maintain the ability to receive a full refund for services unused if the Au Pair match is cancelled within 90 days. On April 12, I had several telephone conversations with Au Pair Care's matching specialist indicating I wanted this service. My husband and I filled out the online forms together, and both of us specifically saw us click "YES" to the FlexMatch program. We then received an invoice with only a single line item for payment, which we saw was ~400 more than the payment we were quoted for program fees only. So we naturally concluded that these services included FlexMatch. There were no other documents sent to us or uploaded to our Family Portal on the company's website that indicated that we did NOT opt into FlexMatch. I have contacted multiple other families who have signed up with this agency, who confirm that the agency does not as standard practice provide any emails or documentation confirming FlexMatch participation, whether or not a Family opts in. Given this, a family must assume that what they signed up for is what the Agency provides.On May 28 (less than the 90 day cutoff), we were forced to cancel this program because the program did not provide the basic services we required for our children. At that time, the agency informed me that they did not have a record of us opting for FlexMatch. This is despite the fact that both my husband and I saw with our own eyes that we signed up. They then provided a new invoice, which we had never seen before and in a new format, that was dated AFTER we had triggered cancellation. They say on this post-facto invoice that we did not sign up for FlexMatch. They are holding $6735.95 (pro-rated amount we did not use) as a "credit for future services." We want a straight refund as we were promised by agency initially.

  

  Business Response

  Date: 06/11/2024

  We believe that we have addressed this host family's complaint by issuing a refund in the amount of $6,735.95, which is the amount that they would have received had they elected FlexMatch. Please see attached.

  Customer Answer

  Date: 06/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable.
  

• Initial Complaint

  Date:05/30/2024

  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 have been an au pair host family for almost 4 years. My most recent au pair quit after only 29 days with us which is less than the "adjustment period" for au pairs of 60 days once they enter the **. I was advised by the AuPairCare matching expert, ********, that I did not need to spend $389 for the flexmatch "insurance" to get a full refund if a match were to go sideways given that I was "an experienced" host family. During the checkout process, i declined this option. I was unaware that any au pair could cancel a match with these negative financial consequences to my family during the first 60 days of the match. Ultimately, the reason for the broken match was because our au pair didn't want to watch three kids - which was discussed during the interview process and very visible from our host family profile. I have contacted aupaircare's billing office twice to resolve the issue and they are refusing to give me the full refund of $8,270.55 and only offering me a refund of $5,822.47 because i didn't spend the $389 in flexmatch. Again, I was advised by the agency to NOT buy the flexmatch insurance verbally in a phone call - thus i did not buy and now am at a financial loss of $2,448.08. Given the abrupt nature of our au pair leaving, my family has had to fill our childcare void with local and expensive childcare options because we no longer trust the agency nor the au pairs they are recommending to families. Given the financial burden, we need the additional $2,448.08 that aupaircare is retaining to fund our current childcare needs.

  

  Business Response

  Date: 06/04/2024

  We are so sorry that your au pair opted not to continue with your family for the recommended 60-day adjustment period. 
  

  FlexMatch is an option that all host families are given the option to purchase at checkout, along with information detailing the benefits, terms and conditions. We also provide this information in the Host Family Agreement, which is signed prior to every match.  We are transparent that au pairs and host families both have the right to terminate a placement at any time while we can support with mediation if both parties are open to it, we cannot force an au pair or host family to remain in an employer/employee relationship that they do not wish to continue. 
  

  I have attached a copy of the most recent signed Host Family Agreement which outlines our refund policy (section 44), and indicates understanding that we cannot guarantee childcare at any time (section 12). 

  While we are unable to offer an increased refund amount, we understand that you have had success in the program and we hope you will take advantage of the goodwill gesture that our billing team has provided. Your refund has already been issued, and we have added a credit of $2,448.08 to your account for future use toward a new match with another au pair, expiring August 24, 2025.  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21780868
  
  I am rejecting this response because I was told by au pair care marching expert, ****** ** to NOT buy flex match.  Even though it was offered to me, she told me that I did not need to buy it. I would like a refund of the $2,400.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/06/2024

  We have reviewed our records of all contacts between this customer and ****** **.  While there are detailed notes regarding their conversations, we do not have any record in written notes or recorded conversations that would corroborate the assertion that she told the customer not to purchase FlexMatch.  Account Managers are trained to encourage customers to understand the benefits of the option but the purchase decision is not made over the phone.  FlexMatch is explained in detail in writing at the online point of sale,including the estimated financial value of up to $3,000, and customers can opt in or out based on their personal risk tolerance. We also link out to our detailed refund and credit policies so customers can understand the full details prior to making a decision. Please see attached screenshot from our checkout flow. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21780868
  
  I am rejecting this response because I have been a faithful and wonderful host family, and I would have of course bought flex match IF I was told I should or I I had been told that au pairs can choose to the leave the program at the drop of a hat, without staying the 60 day adjustment period. Given that our au pair notified us on day 29 (and on Mothers Day and also 2 weeks before school let out for the summer) that she was leaving, this put my family in a bind and we have had to scramble to find expensive childcare options to fulfill the needs of our family.  Not to mention all of the work my family did to get her a TN drivers license and social security card, only to have her leave and return home after these few weeks in the **.  we are very much in a financial bind because we can not have the ***** owed to us returned. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/06/2024

  We very much appreciate faithful and positive participation in the cultural exchange program, and we understand that there is significant time and effort in setting an au pair up with a drivers license and social security number at the beginning of a placement. We are sorry that this au pair chose Mothers Day as the day to provide notification of her departure, however we are unable to adjust our refund policies based on her choice. In Section 12 of the Host Family Agreement, Host Families agree to the understanding that AuPairCare cannot guarantee uninterrupted childcare as well as agree that AuPairCare is not responsible for unexpected childcare expenses.  Au pairs, like host families, choose to participate in the program of their own free will, and we cannot force any au pair to continue to work if she is unwilling. We appreciate your understanding.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21780868
  
  I am rejecting this response because it is unjust and honestly, a rip off.  The au pair system favors that au pair and allows the au pair to switch in and out families and families are not given the right amount of protection.  Additionally, since I was told by ****** ** NOT to buy flexmatch, so I didn't.  And I know why that wouldn't show up in your written or verbal notes - because ****** **, would obviously never admit to that.  I would expect that given my good reputation as a host family that you would you want to turn me into a recurring customer by making exceptions (as most all businesses do) but this is clearly not the case which is really disappointing and not the way to run a successful business.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/30/2024

  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.

  I filed a formal complaint with Au Pair Care on 5/30/2024.I matched with au pair *************************** on 5/24/2024, she arrived in my home on 5/25/2024.In her profile, the following are false information on the au pair's profile:- Previous host family from 4/11/2024 - 5/24/2024 has 2 children: a 3-year old and a baby. This is false information. The host family only has one child: a 3-year old girl. - Babysitting experience from 7/10/2023 - 12/4/2023 took care of a baby - During my interview with the au pair, I specifically asked her if she has experience taking care of a 9-month old baby. She said yes. I showed her my son and my home during the video interview.- However, when she started her work on 5/27, it shows she has 0 experience at all and she doesn't like children. I told her to stop work on 5/28 as she cause safety risk to my son.Due to the following reasons, I am requesting Au Pair Care to refund $9,321.95 back to the original payment method + $507.98 flight I paid for the au pair to fly out from ******** to **********. - Au Pair Care put false information on the au pair's profile and did not carefully vetted the au pair's experience. - If the information on her profile was correct, the au pair should not have come up as a search result and I should not have matched with her.- The au pair lied about her past experiences. - Au Pair Care put an au pair who has no experience taking care of baby in my home. Put my 9-month old son in safety risk.

  

  Business Response

  Date: 06/04/2024

  Thank you for sharing your concerns regarding your au pairs work experience.  While AuPairCare has consistent practices for verifying work history and infant experience, we take these concerns seriously.  This week, we took the time to go back to this au pairs original references and reconfirmed that she does indeed have the infant experience required by the ********** of ***** Regulations, which we hope provides you with some reassurance. Because the au pair program is a cultural exchange program with international participants, host families may find that childcare expectations in the ** may be different from what au pairs practiced overseas. We encourage host families to allow for a 60-day transition period while the au pair is becoming familiar with how their American host family does things.

  We understand that cultural exchange is not the right fit for every host family, and so AuPairCare has approved a refund exception refund above and beyond our standard contractual $550/month refund amount.  As host families may be responsible for housing costs of $75 per day up to two weeks maximum after a match ends, we will promptly provide a dollar-for-dollar refund of unused paid program fees ($8,832.20), minus per diem housing fees, as soon as the final number of housing days is determined.  This refund will be processed no later than 6/14, as the match ended on May 30.

  I have attached this au pairs documented work experience as well as our documented reference checks, which were verified a second time this week.  I have also included a copy of the Host Family Agreement, and encourage you to review the following relevant sections:
  Section 13 outlines that AuPairCare cannot guarantee that the selected au pair will be compatible in Hosts home, meet Hosts expectations or meet Hosts performance expectations.
  Section 23 outlines that AuPairCare is not responsible for any personal bills incurred by the au pair or Host, including. travel expenses.
  Section ****************************************************************************************************** the **, Host must provide room and board for the au pair during the post-match transition period for up to 14 days, or alternately pay $75 per day housing stipend to AuPairCare during this period.
  Section 44 outlines our standard Refund Policy, which allows for $550/unused month refund ($18.08 daily rate x 316 unused days = $5,713.97), minus any housing charges.  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21780697
  
  I am rejecting this response because: 

  1. Au Pair Care ignored the fact that this au pair had 2 rematches within 2 months since she arrived in **. The area director told me she did not connect with the first host child and had a car accident within one month. She rematched again within one week after she arrived at my home. These should have flagged Au Pair Care to re-evaluate this au pair. 

  2. Au Pair Care ignored the fact that the children list in first host family profile was incorrect. I never receive a response on this problem after I sent a formal complaint to Au Pair Care about this mistake. I also mentioned this mistake in the complaint I submitted to BBB. I should not have matched with this au pair to begin with if her profile was accurate.

  3. During the 14-day transition period(after match ended), I was committed to provide housing and 3-meals a day to the au pair. The environment is safe for the au pair to find her next host family. However, the au pair felt uncomfortable and decided to live elsewhere. I should not bear this cost as my family abided by the regulation during this period. 

  4. Due to Au Pair Care's unethical business practice and negligence, I am requesting Au Pair Care to refund the following: Program Fee $8,832.20 + Placement Fee $350 + Au Pair's Flight Cost $507.98 = $9,690.18.

   

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

  

  Business Response

  Date: 06/11/2024

  AuPairCare systematically re-evaluates all host families and au pairs when a match ends early. This au pair was re-evaluated after both matches ended early.  Many au pairs who are not a good fit for a specific host family find a much better fit the next time around, but we can never guarantee a successful match as personalities, cultural differences, and family and au pair expectations can all play a role.

  While we only allow au pairs to remain in the pool of candidates if we feel they have a strong chance for success, we also encourage host families, as the future employer of their au pair, to interview au pairs thoroughly, as they are the only ones who can determine whether a particular au pair will be a good match for their familys needs.   

  AuPairCare lists pregnancies in au pair profiles with an age of -1 as indicated on this au pairs profile.  While the former host family did not have a baby, they were expecting.
  

  Host families agree, in the signed Host Family Agreement, to provide $75 per day in the event that the au pair does not live with them.   
  

  We are unable to increase the previously stated refund exception, but sincerely wish the Mo family the best with all their future childcare needs.  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21780697
  
  I am rejecting this response because Au Pair Care represents the au pair to be matched with families, the agency should bear some responsibilities. The host family conducts the interviews with the au pair prior to the match, but the au pair lied about her past and current experiences. The agency turns around and blames the host family; suspended my account since 5/30; held on to close to $10K of the fund which I paid in advance; the agency has not refund a single *****. Does this seem ethical and professional business practice?

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

• Initial Complaint

  Date:05/30/2024

  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.

  The Au Pair Care agency has not supported our family, despite our proof of negligence by our au pair from ******, ******************************. We have documented instances of ***** sleeping while responsible for our daughter, allowing her to wander around the property unsupervised and risking snake bites. Under *****'s care, our daughter was frequently injured, including an incident where a heavy queen-size mattress fell on her while ***** was distracted by her phone. We reported ****** constant phone usage, her delinquency, and incidents such as driving under the influence and our daughter's neck injuries, which showed visible marks and bruises. Despite these reports, the agency has irresponsibly placed ***** with another family, taking no accountability. We still have months remaining in this program but do not feel confident or comfortable continuing due to the agencys failure to address these serious safety concerns. We are losing money, time, and sleep because our three-year-old daughter has nightmares about ***** returning, yet this is not enough for the agency to disqualify her. We expect Au Pair Care to have the decency and integrity to refund our remaining program fees, given their lack of responsibility in these matters. We are also reporting this issue to the **** since Au Pair Care did not investigate or take our child safety concerns seriously.

  

  Business Response

  Date: 06/04/2024

  AuPairCare has appreciated that you have chosen to work with our agency and host over these past months, and the health, safety and welfare of our participants is top priority. Moving forward, AuPairCare believes that our program cannot meet your familys needs. We believe it will be best to part ways amicably with your family.As we will not continue with your program participation, AuPairCare has issued a dollar for dollar refund of program fees for unused time ($2,960), above and beyond our standard refund amount outlined in your Host Family Agreement. Your account is now closed. We thank you for your participation in our program and wish your family the best.

  
  

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising 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.

  The aupiar that we had staying in our has decided to leave in middle of her commitment, We had prepaid for her services to the company for the whole year, and now the company is refusing to refund us for the remaining months that we are not getting service for. They state that since its been 6 months of service clients cannot get a refund. But, we did not choose to discontinue the service. The aupair that the company hires chose to leave. How is that our fault ? We should be refunded or credited for future services.

  

  Business Response

  Date: 02/15/2024

  The customer is correct that the au pair staying in their home has decided that she did not want to continue working for this particular host family.  Section 12 of the contractual agreement signed by the Hasni family, confirms their understanding that AuPairCare does not guarantee childcare coverage at any time, including unwillingness by an au pair to fulfill her/his training/duties.

  We cannot force an au pair to work against her will, but we are happy to support host families with finding a replacement au pair using program credit.  Per the terms of the Host Family Agreement,the host family is eligible for $2,587.54 in credit that *** be applied to a new au pair (see Section 43).    
  

  When a host family opts not to continue with AuPairCare to hire a replacement au pair, the Refund Policy in our Host Family Agreement applies (see Section 44).  Our Refund and Credit policies are neutral with respect to whether the au pair or host family decided the placement is not the right fit. 
  

  In this case, the customers match had been active for more than six months, at which point no refund is available,per the terms of the Host Family Agreement. I have attached a full copy of the agreement which transparently outlines these terms.  

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21299670
  
  I am rejecting this response because:
  we are not trying to force the aupair to live and work with us. What  we are trying to say is that the funds that we paid upfront  for the months that are not being used due to the decision make by your employee about not working  should be refunded or credited to us  

  You mentioned the credit  how does the credit work ? How much time do we have to utilize the credit ? We are being told by local reps that the funds are not refundable and we will not be able to use the credit  

  Sincerely,
  
  Moez Hasni

  

  Business Response

  Date: 02/16/2024

  Per the Host Family Agreement, any account credit is available up to 12 months beyond the placement end date.  This credit must be applied toward a match with a new au pair. Per the Host Family Agreement, the au pair is not the employee of AuPairCare.The au pair is the employee of the host family. AuPairCare recruits a pool of au pairs that meet or exceed ********** of ***** requirements for participation, and provides on-program support for au pairs and host families.  We hope this helps clarify! 

• Initial Complaint

  Date:08/10/2023

  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.

  Key points: ******* was an in-country au pair when we matched with her, and was sent to another family after we unmatched with her. THIS IS DESPITE BOTH ***S AGREEING SHE WAS NOT FIT FOR CHILDCARE AND I HAVE TEXT PROOF. My 18 month old son suffered an injury due to her not watching him, and he is in behavioral therapy due to exaggerated reaction whenever something falls now. She would leave kitchen knives within arms reach of him and leave. I HAVE VIDEO SURVEILLANCE. THIS COMPANY KNOWS WHEN AN AU PAIR IS NOT FIT FOR CHILDCARE YET IGNORES ALL INDICATIONS AND ALLOWS THEM TO REMATCH. I WILL NOT REST UNTIL WE GET OUR UNUSED PROGRAM FEES REFUNDED PLUS $350. We welcomed an au pair into our home only to find out the next day that she was communicating with the *** that she wanted to rematch. Its ridiculous that someone would be allowed to rematch after 1 day of being placed. This company sends the girls to as many families as possible to get the non refundable $350 placement fee without making sure they are suitable or fit to work. She begged for another chance after the company supposedly threatened that she wouldnt be allowed to rematch. During this time, she was not a good caretaker. My toddler son suffered an injury due to her negligence. She was sitting on the couch doing absolutely nothing and turning away from the playroom when this happened. The company is charging us for all the days she spent there even though there was a period of 7 days in the midst where she was not working for us as we officially unmatched. She begged for another chance and we listened. After multiple threats to leave, we finally decided to unmatch with her. They absolutely do not ascertain that these au pairs are fit for responsibility let alone childcare. (she would leave my kids in dirty diapers because she thought she could determine whether they were soiled or not by patting the back of their diapers. No one with hours of childcare experience would do that.)

  

  Business Response

  Date: 08/10/2023

  We are so sorry that you were unhappy with the childcare provided by the au pair.  I have attached your Host Family Agreement,which outlines that while we complete screening above and beyond the US ********** of ***** regulations (including reference checking for the required childcare experience), we cannot guarantee that an au pair will meet your familys particular needs.

  I have attached documentation showing that suitability concerns were noted regarding both the host family and the au pair in this situation.  Participating in a cultural exchange program requires patience with cultural differences, culture shock, and language barriers, and our Host Family Agreement highlights that there will be an adjustment period at the beginning of any match.  Unfortunately, some families and participants are unable to overcome these challenges. Our intent is to treat all parties fairly, as we find that in most cases it is a matter of personality fit. While our local Area Directors (sometimes referred to as LCCs) can provide input regarding whether to allow an au pair or host family to remain in the program, the ultimate decision is made by the Regional Manager, who conducts a thorough formal review to determine next best steps. 

  Ultimately, this au pair has gone on to have a very successful match I have provided documentation showing that her current host family has rated the match as Excellent and is having a positive experience with her.  We sincerely wish for you to have a similar experience with an au pair who is an Excellent fit for you!  While your account does not qualify for a refund, you have a $2643.43 account credit that we hope you opt to use toward a future match.  

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20449470
  
  I am rejecting this response because:

  this does not reduce the fact that she caused severe damage to our family. I will *** her in the ***************** and see how willing her family is to keep her when she is in and out of court

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

  

  Business Response

  Date: 08/15/2023

  We are sorry that you feel that the au pair caused damage to your family, to the point that you are considering taking legal action against her.  I have attached an excerpt from the Host Family Agreement signed by your family, indicating your understanding that AuPairCare shall not be liable for and does not guarantee that the selected au pair will be compatible in Host's home, meet Host's expectations or meet Host's performance expectations, and that AuPairCare does not exercise dominion or control over the actions of the au pair. We wish you and your family the best. 

   

• Initial Complaint

  Date:07/27/2023

  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.

  We welcomed an au pair into our home only to find out the next day that she was communicating with the *** that she wanted to rematch. Its ridiculous that someone would be allowed to rematch after 1 day of being placed. This company sends the girls to as many families as possible to get the non refundable $350 placement fee without making sure they are suitable or fit to work. She begged for another chance after the company supposedly threatened that she wouldnt be allowed to rematch. During this time, she was not a good caretaker. My toddler son suffered an injury due to her negligence. Due to this injury, he has an irrational reaction when anything falls. She was sitting on the couch doing absolutely nothing and turning away from the playroom when this happened. We have this on video surveillance.The company is charging us for all the days she spent there even though there was a period of 7 days in the midst where she was not working for us as we officially unmatched with her. She kept begging for another chance and we unfortunately listened. After multiple threats to leave, we finally decided to unmatch with her. Now, our placement says it is ineligible for a refund. We are not sure why. We plan to take her to small claims if the company does not refund us fully what we paid for her. They absolutely do not ascertain that these au pairs are fit for responsibility let alone childcare. (A funny instance is that she would leave my kids in dirty diapers because she thought she could determine whether they were soiled or not by patting the back of their diapers. No one with hours of so-called childcare experience would do that.)

  

  Business Response

  Date: 07/27/2023

  We are so sorry that your au pair decided that she did not want to work with your family after the first day, and despite efforts to make things work, the match did not end up succeeding.  As a placement agency, we ensure all au pairs meet ********** of ***** eligibility requirements (including reference checks for childcare experience) as well as the additional requirements set by AuPairCare. The ultimate hiring decision is up to the host family,as you know your familys personality and needs best.  While we encourage host families and au pairs to expect an adjustment period of 60 days, we cannot force an au pair or host family to continue a match if they choose to end the cultural exchange relationship. 

  
  To support host families in situations where the match ends early, we do provide a full credit of program fees that can be applied to a match with a new au pair.  Our refund policy is outlined in the Host Family Agreement ($550/month minus unpaid installments), which is attached, but I am happy to summarize the calculations for you:  $550/month ($18.08 daily rate) x 299 unused days = $5,406.57.  Because you had $5,461 in unpaid installments, $5,406.57 minus $5461.00 results in a negative balance,so no refund is due.  However, your account credit, which can be applied to a new au pair, is $2,643.43.  

• Initial Complaint

  Date:07/17/2023

  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.

  Our chosen aupair was refused ***** According to the signed contract we should have been refunded all fees except the initial fee. They refused to honor the contract

  

  Business Response

  Date: 07/17/2023

  All paid Program Fees have been refunded ($1000 + $8764), and I have attached the refund confirmation for your records.  Due to the au pair's **** denial, the standard $500 cancellation fee was waived, flight costs were not charged, and the non-refundable Placement Fee ($350) while not refundable, will be waived on a future match with another au pair as a goodwill gesture offered by our company.  Please see our program costs page here: ************************************************************************;  Our Host Family Agreement is also attached, which outlines the normal fees ($500 cancellation fee + flight costs, non-refundable Placement Fee).  I have attached excerpts from the agreement of our refund policy and non-refundable fees, which I hope provide clarity about the policies and exceptions made. 

• Initial Complaint

  Date:06/03/2023

  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.

  On April 29, 2022 we paid $7,254.80 to place an au pair in our home, after she was put in "rematch" this is where the original match does not work out. We were told we could not speak to the former au pairs host family to attest to the reason of rematch, and instead took the word of the agency that she was a capable au pair. Around July, our au pair joined a local FB group seeking employment as a nanny. At this time our au pair described wanting to leave the program to pursue her studies in ******* and live here. We informed the agency and asked to start our search for a new au pair, we were told we could not, as we needed to wait until 6 months before her end date (scheduled for Feb 3, 2023). Based on Au pairs comments, we began our search for a new au pair with another agency. By August 19, 2022 Au pair decided on her own accord to move out and end her placement with **. We requested a refund for our fees ($4,142,88) reflects a daily rate of $24.66 (assuming non-refundable fees over 280 days) times the portion of unused days 168. Instead the agency only provided a refund of $3037.81 which they claim is based on the daily fee of *****. - we are requesting a refund for the total amount due, or ******** the difference owed to us.

  

  Business Response

  Date: 06/05/2023

  We are sorry that you had a disappointing placement experience.  Host families are not required to provide a reference for their former au pairs, and prospective host families have the ultimate hiring decision regarding any au pair they choose to match with.  AuPairCare's role is to make sure that the au pair meets the ********** of ***** regulatory requirements, as well as some additional AuPairCare requirements including a home-country drivers license. We cannot guarantee that an au pairs personality will be the right fit for any specific family, or that an au pair will want to continue working the entire period. We would have been happy to help you find a replacement au pair after your match ended, using the remaining full, unused program credit on your account.  When a family chooses to leave the AuPairCare program, and not complete their year, they are eligible for a smaller amount as a refund ($550/month or $18.08 per day), as your attached Host Family Agreement explains.  We are unable to provide a larger refund, but we wish you and your family the best.  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20140027
  
  I am rejecting this response because: 

  When we contacted Au Pair Care regarding *****'s rematch, we were only able to speak to her local area coordinator, ******, who vouched for her skills.  We were at that time unable to contact her prior host family as we were told by the agency they were not longer part of the program.  Based on assertions made by APC, we matched with ***********  Between April 23, 2022 when she joined our family to end of May - things were not smooth, despite our best efforts.

  On June 21, 2022 I requested to look for a new au pair through Au Pair Care, I was told I could not look earlier, and must wait until 8/3/2022.  The reason we wanted to start looking earlier was 1) through our experience, it takes months to find the right candidate, and 2-3 months to secure a ***** depending on country, and 3) the very inconsistent messages ***** provided, she indicated her desire to remain in the US, and pursue studies, and not be an au pair, unclear whether she wanted to remain with us, or end her term with us, abruptly, and due to our fears of her choosing to leave us without notice, we wanted to at least have an au pair matched with us.  As an aside, we ended up in rematch when our previous Au pair (*******) decided to end her au pair program abruptly with no notice to either us or agency.

  On July 18, 2022, we were approved by ************* (Another au pair agency) to begin our search for a new au pair with them.  Note, it does take time to apply to a new agency, submit required background checks, recommendations and facilitate a home inspection.

  Around this time, ***** requested additional week of vacation to visit her family in ******, we were able to accommodate this request by having my husband swap his ER shifts with another doctor, and granted two weeks for end of August.  During this time, ***** mentioned not returning to us.  We had multiple discussions with our local area coordinator, *****, who finally met with ourselves and *****, at that point, ***** suggested and recommended ***** return home and end her placement with us.  This August 8.  At this point, we connected and match with our current au pair, ***** who we found through *************.  By late ******, ***** expressed remorse about her decision and asked to remain with us.  Based on this, we agreed to have ***** begin with us after *****'s term, and in fact, we agreed to have ***** start Dec 2, and to relieve ***** earlier from her placement with us.  This was all *****'s choosing, not ours, we felt obligated to host her until the end of her term, or when she wanted to end with us.  Based on this, we matched and began the **** process for ***** with CC.

  On Aug 23, we received a text from ***** saying she was going to return to pick up her things, and return to ******.  In the meantime, we already signed a contract with CC to have ***** join our family.  On Aug 29, ***** informed me she would be remaining in *******.  On Aug 29, ***** from APC informed us that ***** submitted her change of **** application.  

  Also, see screen shot where on July 3, 2022, ***** joined a local FB group for nanny's looking for local positions.  By Aug 29, here is where we were at, we had already signed and matched with an out of country au pair on August 29 with ************* that we could not terminate, and we started our search for ***** in July (after APC told us we would not be able to look for a new au pair earlier).  We agreed to have ***** join us in Dec, as ***** expressed her desire to remain with us longer. ***** left Aug 23.

  From Sept until Dec, we hired a temp nanny, *************************************, and incurred $9,237 in childcare costs from Sept to Dec as a result of *****'s early departure with no notice, and APC vouching for *****'s performance (without making her prior host family available to speak to us), refusal to allow us to search for another au pair sooner, and inability to take our concerns seriously with respect to *****'s intentions to leave the program to pursue her education and illegal employment here.  We are not seeking a "larger" refund, we are seeking a complete refund for all fees paid for unused days.  Total unused days 168 days.  Total amount paid to APC $7254.80, total damages incurred as a result of *****'s actions, $9,237, because we very kindly agreed to let her remain until she said she wanted (Dec 2), vs. terminating our placement with her immediately.  And for the record, see attached email, where we communicated all this very clearly to APC.

  We had no use for a credit with your agency, because to reiterate, we had already matched with another au pair from another agency, when you did not permit us to look sooner.  And we no longer have any use for any credit, as ***** has chosen to extend with our family until our family no longer needs an au pair (they will be school age).  

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

  

  Business Response

  Date: 06/21/2023

  We share the disappointment that your match ended earlier than contracted and youve had a negative experience. AuPairCare works hard to be fair and transparent with our customers. The Host Family Agreement clearly states the credit and refund policy for families to review prior to making a decision on hosting an au pair and our policies are very much aligned with other au pair companies. The agreement terms and a credit/refund calculator are available to host families in their portal throughout their placement.

  The Matching Expert email sharing, You will be able to start searching for your next au pair at the **** of 6 months before your current match ends, so it should be on 8/3/2022 was accurate if the match was intact. If placements end earlier than contracted, an Exit Interview is conducted with your local Area Director and then a host family can renew their application to begin the selection process to find a replacement au pair.

  On August 9th, the local Area Director outlined via email your familys credit/refund calculations and expiration. It sounds like your family matched with an au pair from another agency prior to the Exit Interview on August 26th.  On September 7th, our Billing team emailed explaining our firm credit/refund policy and the financial consequences of leaving the program as outlined in our Terms and Conditions Agreement.

  AuPairCare was disappointed your placement did not go full term and that you ultimately went with another agency instead of using your credit. We processed the refund contractually due to your family on August 30,2022.  If you want to discuss hosting with us again, please reach out to discuss options. 

  Sincerely, 

  AuPairCare 

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20140027
  
  I am rejecting this response because we disagree.  When your agency denied us the right to start our search for our next au pair, we were left no choice but to sign up with a new agency.  To be absolutely clear, our INTENT was never to terminate the contract early, our intent was to start a search for our next au pair early, given the comments from ***** regarding leaving (and these comments were never abundantly clear due to language and cultural barriers). Unfortunately, since July of that year, ***** had been indicating she may terminate her contract and leave with us (later substantiated by the fact she joined a local nanny search group in July).  We worked through all this with our local area coordinator, who kept telling me to take ***** out for 'girl dates', have wine with *****, which we tried.  As you know, searching and finding a new au pair can take time, and we started our search in July because we did not know what *****'s intentions were (despite asking) and did not know wether she may leave us, and we knew it would take months for a new out of country au pair to secure a visa.  When we matched with ***** through a different agency, we agreed for her to start after *****'s term.  However, ***** later told us, she wished to end her term with us  in December as she wanted to go home to ****** for the holidays, at that point we asked ***** to join us in December (which she in fact did), and we agreed to host ***** until the holidays (we had hoped for an overlap for both au pairs) and told ***** we would provide her extra travel weeks to see her family.  There was absolutely no intention by us to terminate our agreement with your agency or our au pair.  In early August, we sat down with your agency when ***** said she had doubts of staying.  We were offered and then provided a refund/credit calculation when we were told by ****** from your agency, that ***** was likely to leave in a few days.  ***** changed her mind, told me her dreams were to remain in the US and to have us host her.  We agreed.  About a month later in *****, ***** texted us to tell us she intended to pack her belongings and leave.  At this point, we matched with ***** - no intention to terminate our agreement, had we planned to do so, we would have asked ***** to agree to come earlier, but we asked her to arrive in Dec so ***** could finish her term and we could complete the contract.

  Your agency has told me many times you will assist us in finding a new au pair, however, that is a rather moot offer when we have someone arriving, and no longer have any childcare needs (with now school aged kids) after our current one.  While your write you offer credit and refunds - a credit is absolutely moot for a family who was forced to secure another au pair while their current ones was constantly disingenuous  with her intentions to fulfill her contract, we had absolutely no use for a credit.  Furthermore, your agency has yet to provide ANY Explanation whatsoever of why the two amounts actually differ other than to compel families to remain with their agency, which does not provide families the freedom of choice to choose another agency once an au pair (not a host family) early terminates their contract (without any notice).  In fact, this differential is actually economically punitive, you punish host families for leaving your agency by providing them less money in return for compelling them to remain.  So beyond what you claim is what other agencies do, why exactly is the rate for a credit different for a refund?
  

  I am incredibly appalled by your unethical, disingenuous, unfair and frankly anti competitive agency with its punitive practices.  We were told we could not contact *****'s former host families, but we were repeatedly assured by members of your agency of *****'s abilities to perform her duties.  Based on your agencies advice and recommendation we matched with her.  When she left us with a day's notice, after begging us to keep her until her term, your agency offered no help, particularly when again, I asked to search for new au pairs when I became increasingly concerned she may up and leave us, and we would need someone quickly.  If my intent was to breach the contract, I could have had a new au pair arrive sooner, but we did not.  Your responses to my email requests for a full refund, plus here are absolutely disappointing.  I would never recommend your agency, and I am appalled at your refusal to do, literally what is right by honoring the amount owed to us (as we prepaid a contract for an au pair who terminated 3 months after joining us), which is the minimum you could offer given the immense (10k) of unexpected costs we incurred, never mind emotional toll on our children.
  

  We agreed to host someone for a year and provide them a cultural exchange, we did not agree to be lied to and manipulated by an au pair, who left our family to seek illegal employment in the US, who I later discovered was unkind to my children.  Your responses lack compassion and empathy for parents who are kind and do their best to honor their commitments to these young people.  We agreed to prepay the full amount, excited for the opportunity, not to be later gouged by not having our fees appropriately pro rated and returned to us, instead told we would only get what is fairly ours by essentially being forced to remain with you agency.  I am utterly disappointed with your agency's response.

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