We are genuinely sorry to hear that your au pair placement did not meet your expectations, and we appreciate you taking the time to share your concerns. At GreatAuPairUSA, we are committed to providing excellent service to both our host families and au pairs, and we take all feedback seriously. However, we would like to respectfully clarify that many of the allegations outlined in this review were not reported to our team during the placement and have only come to our attention now, more than a year after the placement ended. This makes it challenging to properly investigate or respond in a way that could lead to a better conclusion.
Regarding au pair training and vetting: All GreatAuPair au pairs are required to complete a comprehensive 32-hour Department of State-compliant training prior to arrival. This includes child development education, child safety protocols, and cultural adaptation. Our records confirm that your au pair completed this training. Additionally, each candidate undergoes rigorous vetting, including reference and background checks, interviews, and a thorough review of their childcare qualifications. The au pair placed with your family met all program requirements and submitted verifiable childcare experience prior to placement.
Regarding alleged social behavior: Host families are encouraged to establish clear house rules regarding visitors and curfews during the first week of placement. If issues arose, your Local Childcare Coordinator (LCC) was available to facilitate discussions. Our records indicate that your LCC connected with you and your au pair regularly and conducted a formal mediation in January of 2024.
Regarding childcare concerns: We understand that challenges can arise in cross-cultural placements, and our LCCs are specifically trained to help navigate these situations. Any concerns about childcare should have been promptly reported to your LCC. Our records show the LCC was responsive to previously reported concerns, but many of the specifics mentioned in this complaint were never brought to our attention during the placement, which limited our ability to provide timely support and resolution.
End of Placement: According to our records and reports from the au pair, in April 2024, both you and the au pair agreed to end the placement. However, the situation escalated when the au pair was asked to leave the house before she was able to pack her personal belongings, and was later denied access to the home and her personal belongings, including her passport. It was also reported that the locks of the house were changed within 24 hours of her being asked to leave. Locking an au pair out of the residence and withholding her personal belongings and identification documents violates the terms of the Host Family Agreement and may conflict with federal law regarding the retention of another person's government documents.
Throughout the placement, our staff provided continued support, including:
Ongoing check-ins by the LCC
A formal mediation session
Assistance with the rematch process
Support for the au pair's safe transition to a new family
GreatAuPair remains committed to the safety and well-being of all program participants. We have robust systems in place to support both host families and au pairs when challenges arise, including mediation services, rematch options, and ongoing local support through our LCCs and Regional Managers. Our team continues to refine our services to ensure that families and au pairs receive the highest level of care, communication, and assistance throughout their exchange experience.
If you are open to further dialogue, we would welcome the opportunity to speak with you directly to engage in a constructive conversation about your concerns.
