Summary of the Complaint
A pregnant client expresses extreme frustration with PEM agency after two instances of last-minute nanny unavailability, despite booking months in advance. The complaint highlights the agency's poor communication, lack of proactive solutions, and unsatisfactory customer service, leaving the client stressed just days before her due date.
Mummy's Key Complaints
Booked a referred nanny in January to secure her schedule.
PEM only informed her in mid-June that the nanny had been unreachable since April.
The agency asked her to review a database of 400 profiles to select a replacement.
The agency again informed her last-minute (days before due date) that the selected replacement nanny was unavailable.
Felt annoyed and upset by the repeated last-minute cancellations despite early planning.
Accused the agency of not being service-oriented and lacking empathy.
