Business ProfileforCultural Care, Inc.

I believe Cultural Care is withholding refunds inappropriately. They denied us a refund after completely botching the process and our au pair leaving us suddenly when we had all agreed to finish out her term. They are supposed to go through a process before initiating rematch (including notifying us) and instead the *** put in a rematch without even telling us - and we found out with an automated email. So we are left with a child care gap of 2.5 months that we have to pay for. We submitted a request for a refund because we will NOT be using CC again (in fact we are in the process of bringing in an au pair from another agency) but they denied us a refund even though they know they didn't follow the process, I think because we are leaving. They said we could use the money left in the contract for our next au pair, which is obviously not happening. So they are keeping the money. They have not provided support in any way to us during this whole terrible process which is supposed to be their job. The *** who is supposed to be supporting us basically told me to lower expectations when I was worried about my child's safety. I should have been counseled to rematch (this I know now) and we could have been spared a lot of trouble if we had the promised support. On top of this, the au pair was planning on going home (and staying in ***** with her boyfriend until her "rematch" period was up) so that the company would pay her flight home, which is what happened. If she decides to go home, she's supposed to pay her own way. But the *** told her to call it a rematch because she didn't have the money for the flight (she spent all her money and was constantly asking for more or advances). The fact that they would pay the au pair's flight home but not give us a refund when we were the ones who were treated unfairly is really frustrating. We just want our money back for the remainder of the contract we didn't get the opportunity to finish out.