Complaints

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:03/08/2023

  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.

  $6,495 in agency fees were paid (December 2022 though January 2023) for au pair agency services (attached).
  Au pair did not do her duties, spent her time in her room on the internet, and ultimately walked out. The agency ignored requests and was adversarial. The agency owner agreed to a refund and then stated she will not do anything. (attached)
  She is playing games over my payment to the au pair which the au pair, agency staff, and I agreed is full and final settlement to her. A copy of the receipt and acknowledgement was provided. She is refusing to acknowledge the au pair's salary was paid, although this is not in dispute with the au pair, who signed a receipt. (attached)
  The business owner states that she personally is in charge of all compliance matters, management decisions, and refunds. There is no board or compliance officer etc.
  Given that the agency owner is refusing to act, I am seeking a pro rata refund of $6,103.52 based on the 22 days the au pair worked. (attached)

  Business Response

  Date: 03/13/2023

  Dear BBB,

  Thank you for bringing complaint #******** to our attention.  

  The customer’s au pair did file a complaint against him with Agent Au Pair stating that she had not been paid as required by ************* minimum wage and Department of State regulations. The au pair did provide evidence to Agent Au Pair supporting her claims of non-payment and requested to end her placement with her host as a result.

  The customer verbally informed Agent Au Pair that he was not going to pay the au pair and that he was going to make her work extra hours. The au pair expressed that she was manipulated into signing a form from her host. The host did not outline duties and tasks, or a written schedule for the au pair to follow and has not yet provided this information.

  
  Agent Au Pair offered to make an exception to our refund and replacement policy, pending submission of documentation of the au pair’s work schedule and payment so the appropriate refund can be calculated.

  The host has declined to provide this documentation on multiple occasions by omission and this information is still pending submission. Once this information is provided by the host (customer) Agent Au Pair will be able to calculate the refund according to the signed refund and replacement policy.

  Please let us know if you have additional questions.
  

  Sincerely,

  Michael N. D******
  Chief Executive Officer
  
  Agent Au Pair
  *** ******* ******
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  Customer Answer

  Date: 03/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The agency agreed to a refund and later sought to impose conditions which were fulfilled, followed by more conditions..  In addition, the calculations they are requesting were made by their own representative and have not been provided to me.  As such their conditions are: unagreed, illogical, and preclusive..  They are constructively refusing to pay the refund.   

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

  Business Response

  Date: 03/28/2023

  Dear BBB,

  Please see attached testimonial from our au pair, ******* ****** that was not paid by **** ******* for complaint ID ********.
  

  The Au Pair Program is a US Department of State Cultural Exchange Program, and per the US Government Regulations, au pairs must be paid a weekly stipend.  Mr. ******* did not pay ******* on a weekly basis, nor did he pay her the full amount due when he provided her with a check for $671.10.

  Per the Regulations and ************* local au pair payment requirements, Mr. ******* should have paid:

      * Pay 4 weeks of work plus contractual 2 weeks stipend (@ min $195.75) = $2,611.50

      * Au Pair Education Component = $83.33

      * Vacation Due =  non owed $0
  

      * Total that he should have paid his Au Pair = $2,694.83
  
      * Total paid to AP from HF = $926.10
  
  Total overdue to AP from HF = $1,768.73

   

  The data above and testimonial provided by *******, clearly show that Mr. ******* was not in compliance with US Department of State Program requirements and why the au pair was placed with another host family.

  Please let us know if this answers your questions.

  Thank you,

  Michael N. D******
  Chief Executive Officer
  
  Agent Au Pair
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