Complaints

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

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  Cultural Care, Inc.

  1 Education St E Cambridge, MA 02141-1805

  
• 

  Cultural Care, Inc.

  8 Education St E Cambridge, MA 02141-1968

  

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:07/28/2022

  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 initiated the process with cultural care au pair in January. One through multiple FaceTime interviews with our aupair in ************ as recommended by the company. The aupair knew our family very well and we clearly laid out our expectations very clearly After a week from her arrival we discovered that she has never baby sat babies in her life and lied about that. Was completely inexperienced and jeopardized my babies safety and put him in a very risky situation the way she was carrying him. She also lied to us about two years of driving experience and turned out she doesnt know how to drive at all After less than a month we reached out to the company and we recommended to remove her from our house after all the lies and the deceit and we were promised a full refund by one of the cultural care customer relations manager . Her name is ***************************** We just found out after one month waiting for our refund from the main line that we are only receiving less than half of the amount and one month later the check for the refund has not been issued . Yasmeen has not been answering phone calls or emails I have been lied to by this girl under the umbrella of this company. This is straightforward theft. They charged me over $5000 after the refund and delivered absolutely zero results. I would like to submit a complaint to the BBB and if this issue does not get resolved. I will seek a legal resolution in a court of law. This cannot be happening and other families need to be protected from the theft and deceit of this company . Not to mention once something goes wrong good luck finding somebody to talk to

  

  Business Response

  Date: 08/02/2022

  
  We regret the disappointment this family has described during their time on the program.  We have reached out directly to discuss their concerns and have proposed a resolution which they have accepted.  We are glad to have had the opportunity to better understand their experience and to resolve in a mutually agreed upon manner. We wish them the best moving forward. 

• Initial Complaint

  Date:07/28/2022

  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 became a host family in the beginning of 2022. I paid the agency a fee of ****** up front. After the first au pair being a terrible match we parted ways after 2 weeks of hosting her. Although I told the agency I thought she was unfit for the program they rematched her. I decided that Id give it another try and rematched with a new au pair in may of 2022. I hosted this au pair for 7 weeks before immediately removing her from my home. She endangered the welfare of my child by going against safety rules given to her , and she was negligent of my child. I told cultural care all of the evidence I had , and the au pair admitted to the allegations brought forward during our exit meeting. I left the program that same day. Aside from cultural care claiming zero responsibility for vetting a person who was unfit, inexperienced and unstable in caring for a toddler , they also put her back on the website as a rematch. They offered me a ********************** the program ( that was laughable- as if id place my child in danger for a 3rd time with this incompetent agency ), or **** to leave the program. I demanded a full refund and an explanation in how the alleged background checks are done overseas for the au pairs they list on their site. I paid ****** expecting a year of care from a responsible au pair , and cultural care has left me in a situation with no childcare. They sent me an email asking me to sign a document saying im leaving the program and that id accept the ****. I refuses to sign unless it stated that Im getting a full refund. The next day CC sent me back the **** to my credit card without my authorization. Now im left with a credit card that has a credit of that amount that ill now have to spend on frivolous things to even see that money since I cant pay a nanny with a credit card , nor any other important bills.

  

  Business Response

  Date: 08/04/2022

  We regret the frustration the family has experienced while on the program and since their departure.  We take any allegations regarding the safety and well-being of program participants extremely seriously and this case was fully reviewed by our team.  We have also provided this family with our legal counsels contact information following our last conversation regarding their request for an additional refund above and beyond the contractual amount that has been processed. The refund that has been provided was in the same form of payment that they used for program fee payment and is consistent with the terms and conditions in the host family agreement they signed when they registered for the program.  While their continued dissatisfaction is disappointing, no further refund is due.   

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  If you take these complaints seriously why did you put her as a rematch on your site without ever doing a thorough investigation into these allegations.. ************ did not do a background check on this girl, did not look into whether she was on a controlled substance, which would be against their policy of being part of the program. When I asked how they looked into the issues of substance abuse and child negligence they stated they asked the au pair whether it to be true or not.  The $10,000 feee I paid was to insure proper vetting and background checks of the childcare workers listed on the their website, ********** failed to provide a  ******* and mentally fit person, therefore the full refund should be given back to me. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Michela

   

   

  

  Business Response

  Date: 08/09/2022

  We respectfully disagree with the conclusions detailed in this response.  We would be happy to speak further with the family regarding the steps we took to review the allegations that were brought to our attention.  We took every concern seriously and while they may disagree with our decisions after that point, we have continued to act in accordance with our host family agreement and no further refund is due.