On 26 Jan 2016, I paid this Agency RM512.00 to renew my Indonesian maid's passport because I wanted to avoid the hassle of queuing long hours and going through all the red tape at the Indonesian Embassy. The staff I was dealing with was Apple. I told her that it was quite urgent because the work permit was expiring on 12 Mar 2016. Apple told me the runner only goes to the Embassy on Weds and Fridays, and it could not be done that week, so she said it would have to be on the following week (1st Feb - 5th Feb), the last working week before they closed for CNY.

The following week, before Wed and before Friday, I called Apple to find out when the runner was going to take the maid to the Embassy. She said the runner had finally gotten a number for the maid from the Embassy, and that they are just waiting for the Embassy's call to bring the maid to the Embassy. I asked what would happen if the Embassy called when they are closed for CNY, and she said the Embassy would give them a few days notice to come to the Embassy.

The Agency closed for 4 days from 8/2/16 - 11/2/16, and resumed work on 12/2/16. I called again on 12/2/16, and this time was told the runner would call me and let me know when he can bring the maid to the Embassy. That statement sounded strange to me, because I was under the impression they were waiting for the Embassy to call. Anyway, he didn't call, so I asked Apple again for his number which she had earlier promised to give before CNY. When I called, I was shocked when he told me he had not got any number from the Embassy, and that he would bring the maid to the Embassy on Tuesday, 16/2/16 to get the number! He said he only goes to the Embassy on Tues and Thursdays.

All this while, Apple had been making up stories and excuses. She lied about getting a number from the Embassy, lied about waiting for the Embassy to call, lied about the Embassy giving a few days notice to come to the Embassy and lied about the runner working only on Weds and Fridays.

The runner finally sent the maid to the Embassy on 16/2/16 to get the number, and sent the maid there again on 23/2/16, a date fixed by the Embassy, for a pre-approval interview. Both times, the maid informed me that the runner only sent her to the gate as the Embassy staff did not allow runners to accompany the maid. The maid ended up going into the Embassy and trying to figure everything out by herself.

On 24/2/16, I called Apple and asked for the branch manager's name and contact because I felt that I had been overcharged. Apple told me SHE is the branch manager. I complained to Apple that the Agency had overcharged me because the runner only sent her to the Embassy and sent her back. I told her I had practically paid RM512 just for the maid's transportation. I could have easily done this myself.

She said she would call the runner up, but as expected, she did not bother to call back. On the same day (24/2/16), I sent the following SMS to her;

"Apple, I am waiting for your call. I would like to request for a RM100 refund because all the runner did was sent her to the Embassy and sent her back. Please let me know your decision. Thanks."

Knowing her attitude, I had fully expected her not to respond. True enough, she did not even bother to respond. If this is the attitude of the branch manager, it speaks volumes about the quality of service you are going to get when you engage this Agency for any service.

The maid finally collected her passport on 25/2/16, exactly one month from the date of payment. It had taken this Agency one month to renew a maid's passport.

This is one nightmare Maid Agency you should avoid like a plague.