Terrible!
I applied for 2 business visa for China the week before Christmas and to have the passports with visas back by the end of the year. Paid for 5 day turn around service. On the 27th in the afternoon I get a call from Kim Ross, and she says she can only get me visas the 6th of January unless I pay extra and upgrade more, they are closed. Holidays. When I, confused and alarmed because why was I not informed before Christmas, I am running out of time, ask who is closed for the holidays (we did that 5 times over) and how long she just wouldn't give me an answer, just be irritated and saying "closed for holidays". Finally I asked her if she thought I was stupid, why won't she give me an exact answer, and she hung up. I called back twice, she did not answer, instead sent an email she wouldn't give us visas, canceled our order and shipped our documents back. Self righteous, pompous, rude and impolite.