Had an extremely disappointing experience with this agency recently.
We selected a specific nanny way in advance and informed agency of our required arrival date numerous times - when we booked the csec date, upon admission, after delivery. However on the day itself, we were told that she was "stuck in a jam from Ipoh". No contingency plan, no suggestion of any alternative.
Agency's reply when we questioned this was, "Oh, we didn't ask if you wanted a replacement because we thought you only wanted the selected nanny." By the time a replacement was offered, it was late evening and we decided to wait until our selected nanny could arrive the following day. The next morning 2 hours before nanny's supposed arrival, we received a call to say that she had fallen ill from her journey and would not make it. A replacement was sent instead.
During the confinement period, some of said nanny's care and methods were questionable. We caught her carrying our newborn up by the arms without proper neck support, rocking the baby up and down aggressively, using a pillow to prop up the pacifier so it wouldn’t fall out while she went back to sleep, amongst others. Rather than focusing on the baby, she also spent most of her time in the kitchen prepping meals while leaving the caretaking to my helper. This went on even after I explicitly said that my helper could handle the prep work.
Lastly, the agency provided us a quotation and receipt upon confirmation. Since the quotation listed the main details and inclusions, we thought that this was everything. However towards the end of the contract while answering a question we had, they referred to a clause in a document we had never even received, which felt unprofessional.
In summary, this agency shows a complete lack of reliability, appears to lack a proper SOP, has poor communication, and the nanny sent was of subpar standards. This experience completely defeated the purpose of going through an agency. Your selected nanny could be switched out at the last minute due to a traffic jam followed by flu caught during the arduous journey here it seems. Heard from friends that their nannies from other agencies were brought in a day earlier to ensure smooth handover. Highly recommend looking elsewhere for confinement services.
We selected a specific nanny way in advance and informed agency of our required arrival date numerous times - when we booked the csec date, upon admission, after delivery. However on the day itself, we were told that she was "stuck in a jam from Ipoh". No contingency plan, no suggestion of any alternative.
Agency's reply when we questioned this was, "Oh, we didn't ask if you wanted a replacement because we thought you only wanted the selected nanny." By the time a replacement was offered, it was late evening and we decided to wait until our selected nanny could arrive the following day. The next morning 2 hours before nanny's supposed arrival, we received a call to say that she had fallen ill from her journey and would not make it. A replacement was sent instead.
During the confinement period, some of said nanny's care and methods were questionable. We caught her carrying our newborn up by the arms without proper neck support, rocking the baby up and down aggressively, using a pillow to prop up the pacifier so it wouldn’t fall out while she went back to sleep, amongst others. Rather than focusing on the baby, she also spent most of her time in the kitchen prepping meals while leaving the caretaking to my helper. This went on even after I explicitly said that my helper could handle the prep work.
Lastly, the agency provided us a quotation and receipt upon confirmation. Since the quotation listed the main details and inclusions, we thought that this was everything. However towards the end of the contract while answering a question we had, they referred to a clause in a document we had never even received, which felt unprofessional.
In summary, this agency shows a complete lack of reliability, appears to lack a proper SOP, has poor communication, and the nanny sent was of subpar standards. This experience completely defeated the purpose of going through an agency. Your selected nanny could be switched out at the last minute due to a traffic jam followed by flu caught during the arduous journey here it seems. Heard from friends that their nannies from other agencies were brought in a day earlier to ensure smooth handover. Highly recommend looking elsewhere for confinement services.