More Time for You

"We have been delighted to have provided monthly services to this member for the past five years. We request client feedback on each cleaning and our file reflects we had no “below” expectations during 2010 or 2011. We did receive requests to pay extra attention in specific areas which were always noted for the next clean. Based on this we are a bit disappointed to see we were awarded a “C” for quality. We received an allegation from this member about missing medication but did not want us to take any action since it could have happened in a 6-8 month time frame. She made a similar allegation in March, only to retract it later when she found the items she believed were missing. We are successful but far from impersonal. Look through all of the Angie’s List reviews and you will see a personal and timely response to all postings. Peak at our web site and we think you will find we are anything but impersonal. Communications about the clean has always been through our office and always will be in order for us to manage the clean. We regret losing a customer whom has been with us for so long."

"This is a great way to start Spring. Thanks so much for sharing. We really do appreciate it. We are excited to be kicking off lawn mowing services in a few weeks."

"What a delightful review from a wonderful family that has been using our services since 2007. We are honored to have such great loyalty. Please let us know if there is anything else we can do to put more time in your day."

"We would like to share our procedures and understanding of this one-time cleaning request. During our 12 years we have always found that communication and matching expectations is crucial. We send out a detailed one-time cleaning checklist to all individuals seeking a one- time clean. This form is very specific. We outline our billing rate. We ask if they wish to impose a time restriction and if they do, we are very clear that we do not guarantee satisfaction if there is a time restriction in place. We have them select the rooms in their home they want us to clean. We request that they prioritize these rooms in order of importance and we even have room specific tasks for the customer to select from. This form is signed by the customer and returned prior to performing a one-time clean. This member requested a cap of five hours of cleaning. We actually provide six hours of cleaning and charged for the 5 hours contracted. We do not guarantee an arrival time and we were requested to arrive after 1:00 pm, which we did. The member selected the Kitchen, Master Bath and Other Baths are their priority. Having exceeded the 5 hours by 20% we had no additional time available to complete the ½ bath. The member states that the area was not cleaned well at all. The member did not check any of the following boxes: Remove cobwebs, Clean light fixtures, plates and switches, Clean door frames, and clean all blinds, clean baseboards and yet these are many of the same areas they are dissatisfied with. In summary, we provided 1 hour of free cleaning as a result of spending six hours instead of five. Billed for the agreed upon amount – 5 hours. We completed the rooms in order provided by the member. Completed the specific room tasks as identified by the member approved checklist. We do however regret that this member was still dissatisfied with our service."

"We love hearing from customers that have enjoyed our services for over 4 years. We are proud of our consistent performance over our nearly 12 year history. We appreciate your loyalty and will continue to work hard to maintain your trust."

"It is always a pleasure to receive such positive feedback. We look forward to being of service in the future. Thanks for selecting us."

"We have policies and procedures in place specifically designed to prevent this type of experience. They obviously failed as did our commitment to this customer and frankly we are embarrassed. It is against our policy and inexcusable for one of our employees to abuse the use of a cell phone in a client’s home. It is unprofessional and has not only resulted in poor quality – but has cost a future opportunity to work with this customer. Although this member has not requested a refund, we are returning the amount that we billed for our employee that was on the telephone. Customers that select us expect better from us and this certainly is not the caliber of service that we expect to deliver."

"It has been our pleasure to be of service to you this season and we look forward to many years of continued service. Check out our new Billy Goat Lawn Vacuum. We’ve created a video that is on our blog page on our web site at www.MoreTimeForYou.com"

"It is our pleasure to be of service. Check out our lawn/leaf clean-up video on our web – it is on our blog page. We’ll see you next spring for sure. Thank you again."

"We are so pleased to hear of your satisfaction. You might want to check out our Thermal Energy Audit for your home. A great way for you to find missing insulation or other energy leaks – and then save on your energy costs. Let us know when we can be of service."

"We appreciate your comments. Trust will always be a key attribute of our business philosophy. We are proud to be one of the elite BBB Torch Bearer Recipients. We will not compromise our business integrity. We look forward to be of assistance to you the next time you need us."

"We really appreciate your business. Like our page on Facebook to be eligible for some neat prizes. Facebook.com/MTFY.Services Thanks for taking the time to share your experience."

"That is what we like to hear. Thanks you for being a part of our customer family."

"I appreciate you taking the time share your feedback. As an active owner, I am glad to hear you feel we are friendly and conscientious. There are a lot of variables that go into selecting a service provider and we believe how we conduct ourselves is a very important part. Thanks for noticing."

"Thanks for your report! We are glad you like our approach of sending one person. It has worked successfully for us in the nearly 45,000 homes we’ve cleaned over the past 11 years. There is a greater sense of accomplishment and ownership using this approach. We are one of the few that continues to do it this way and based on feedback like this – we will keep on going with it. Megan will be delighted to hear your feedback and thank you again."

"Thanks so much for posting your experience. We just added a Billy Goat Vacuum which is great for lawn clean-up."

"We greatly appreciate your feedback and look forward to serving you again in the future. We are proud to have been awarded the ARCSI Residential Cleaning Seal of Excellence."

"We greatly appreciate your loyalty over the years and look forward to a continued relationship for many years to come. Yolanda will be delighted to hear how satisfied you have been. Thanks again for taking the time to post this and we will see you soon."

"Here is our response to this members review. Our clients hire More Time for You to clean and manage their cleaning. While we do assign an individual to most homes, our trained employees are all able to perform quality cleanings (thank you for the A Quality Rating) at all of our customer’s homes. We have done this successfully for over 11 years. This member started services with us on 6/12/09. During this time period we have sent the same employee on every visit. Like many employers we look for opportunities for our employee to assume greater areas of responsibility. This employee has handled training, quality inspections and requested to lead a large project for us this week. We arrived on schedule at this member’s home. We have never missed a scheduled cleaning during this time period. Our employee was greeted at the door by this client. Our employee made several trips to her vehicle carefully carrying the cleaning supplies into the home. The member then called our office. Via speakerphone, with our employee standing there, she proceeded to completely humiliate our employee by telling us she would not allow her to clean at her home. We were at her home, on her cleaning day and at the same time as the previous 15 months to complete the service she hired our company to perform. The member then said she was okay with this employee coming back later in the day or sending a different employee the following week? We have apologized to our employee for being placed in such a demeaning and uncomfortable situation. We trust all of our employees. Our toughest challenge in our business is to recruit, train and retain quality employees and fortunately an occurrence like this has never happened before. Kathy Anderson is our office manager. I have been in the business world for over 30 years. I can state without hesitation that Kathy has the most positive and caring attitude of virtually anyone I have had the pleasure of working with. When you call our office – you will experience the same welcome. As part of our new client welcome package, we include a form where we invite our customers to tell us if they do not want a substitute. This member did not complete the form and return it to us. The member has made a misrepresentation on the pricing as well. This member started a remodel project. Let me quote from her May 6, 2010 email to us. “If you would like to do the hourly rate until the wall and door is completed, then that makes sense, but I might like to have you come out and reevaluate once the wall and door are up. This change will be in effect for 4 months or so, so I think it’ll be worth our time to reassess.” As of the date of this review the remodel is still underway and we are billing based on actual time spent at their home as agreed upon by the customer. We believe the “D” rating on price to be unfair and unjustifiable. While we don’t like to lose a customer, this seems to be a mutually agreeable ending. We invite you to read our other reviews to give you different customer perspectives."

"What a wonderful review. We are humbled by these comments. We really do work hard to achieve this with each and every customer that we serve. During our 11 years history we continue to learn and we will always stay true to our core values of honesty and integrity. Thank you again for taking the time in writing this review, we are most appreciative."

"Thank you so much for selecting us. It is certainly our pleasure to be of service. We hope you can check out our web site enhancements."

"We are delighted that you selected us and even more pleased to hear of your satisfaction. It has been our pleasure to be of service and we hope we can be of additional help in the future."

"We want to thank you so much for your comments. It is our pleasure to be of service to you. We hope you can check out our new blog online. Thank you again."

"We are disappointed to hear we missed the mark at your home. We always strive to meet or exceed our customer expectations. We just introduced our 200% guarantee and we’d like to invite you to give us another opportunity. One of the values we offer is the ability to send someone new into your home. We have 16 housecleaners. What we have found over our 11 year history is sometimes all it takes is for us to assign someone new to your home. Thanks for your feedback."

"It was a pleasure to me you and I want to thank you for considering our services. Please keep us in mind should your needs change. Pam"