Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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!

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

  
  

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