How many people will be cleaning my home?
We normally work with 2 cleaners, although on occasion, we will send a team of 3-4 depending on the scope of the cleaning that needs to be done and the size of the home.
Do you send the same team every time my home is cleaned?
We will do our best to schedule the same cleaners assigned to clean your home each time. But we will switch out teams here and there. It will give teams a chance to look at your home with fresh eyes, and it will allow us to be reliable and show up on your scheduled day. Do worry though, all your details and notes are in our system, so your home does not feel like it's a new home to a new team.
What if I have a security system?
We prefer that your alarm system is turned off on the day of service but can handle disarming and resetting if requested.
Do I have to sign a contract?
No, there are no complicated contracts. The only thing we ask is if you must cancel a regularly scheduled appointment, that you do it at least 48 hours in advance.
What if I forget it is my cleaning day?
We charge a cancellation fee for scheduled appointments that are missed and were not notified at least 48 hours in advance. It is usually half of your visit fee.
What time will the Cleaner be at my home?
We generally commit to either a morning arrival (9 AM to Noon) or an afternoon arrival (Noon to 2 PM). If you require an appointment at a specific time, we will need to schedule it for first thing in the morning. Some houses take longer than others, and we don't want a Cleaners to leave a house before it is completed in order to keep an appointment with another customer. In any case, please allow for uncontrollable variables like weather and traffic.
What if my cleaning is scheduled on holiday?
We will contact you to reschedule your appointment.
What if I need to reschedule an appointment?
Please call our office at least 48 hours in advance. We will be happy to reschedule your cleaning appointment.
Do you check the backgrounds of the cleaners?
Yes, we do; in fact we will not even consider registering a new house cleaner unless they have a minimum of four verifiable references and stable previous work history. House cleaners must pass a background check to ensure no felony convictions.
Do you carry insurance for damage?
Unfortunately, breakage does happen occasionally, even with the most experienced and consciences cleaning professionals. While every effort is made to use great care in your home, sometimes accidents do happen. If something has to happen, yes, we have full coverage.
What if something is missing from my home?
This is NEVER a good feeling but try to remain calm. Retrace your steps; about 90% of the time, whatever is missing will be found within 24 hours (it happens all the time). HOWEVER, if it is not found or if the disappearance is obvious, call our office. Provide a complete description of what is missing and we will discuss the situation with the Cleaners. Please keep in mind that we treat the accused as innocent during any investigation. If the Cleaner denies any responsibility for the missing item it may be necessary for you to call local law enforcement authorities so the proper officials can investigate the situation. Fortunately, due to good selection practices and background checks, we have not had a case of theft in over 5 years. Most cases turn out to be simply misplaced items.
Do you provide the cleaning supplies or do I?
We provide all the cleaning equipment and supplies to perform our service. If you prefer a different product to ,be used we are happy to use it as long as you provide the product.
How do you get in my house if I am not at home?
Most of our customers are not at home when we come to clean. We will make personal and confidential arrangements with you on how to gain access to the house. Normally a duplicate key is the best solution. If we are unable to gain access to your house for a regularly scheduled cleaning, we must charge you a fee of 1/2 of your normal fee.
Do I have to do anything before the Cleaner arrives?
In order for the cleaning associate to do their job properly, we ask that you pick up clothing, toys and other household items. The cleaners will not know where your personal items belong and most customers prefer that they not go into your closets or drawers to put things away. We do not do dishes. We will skip the ,kitchen sink if you did not have time to empty it for us.
Are porches, decks, and garages included?
We generally limit our services to tasks inside the home. If this is a service you require please let us know in advance so we can provide you with a price for adding this service to your cleaning.
Is it okay to leave a note for the Cleaners?
It is always a good idea to communicate whether you have concerns with the service or if you are very pleased with the service. Do not wait and write notes only when you are dissatisfied. All communicated feelings are good ones!
Why does the first time cleaning cost more?
It usually takes us longer to clean the house the first time because there are areas of the home that we will be cleaning that haven't been cleaned in quite a while. We only charge extra if extra time will be required.
What about my pets?
This is an issue that should be discussed in detail before the service begins. We love animals, but sometimes they don't love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements (such as the garage, a kennel, or a closed-off room) while we are in your home.
How do I arrange payment for my cleaning service?
Payment for cleaning services is due on the day of service or if otherwise discussed. We collect Credit Card on file and charge after each visit. No missing payment, no late fees, no remembering to leave a check or cash!
Am I supposed to tip the Cleaners that clean my home?
While tips in this industry are not expected it is common for tips to be left. NEVER feel like you HAVE to tip, and NEVER tip in hopes of receiving better service! You should only tip if you feel you are receiving great service. Tips, when given, usually range from 10 to 20%.
Yellow ‘Post-It Notes’
If you have any fixtures, pictures, or wall hangings that are improperly secured, please place a yellow ‘Post-It Note’ on these items. This serves as a red flag for our crew that the item is not secured and will be damaged if touched.
Can I get my oven cleaned?
Most services will accommodate this request. It is rarely included with basic service. Keep in mind that if you have a self-cleaning oven that spray oven cleaner should never be put in it. An experienced cleaning professional should know this. If you have a self-cleaning oven and it does not work properly, more than likely it has had oven cleaner used in it in the past. At this point you and your cleaning professional will have to decide whether or not to clean it with oven cleaner.
Are they going to do my dishes?
Very few services will hand wash dishes, pots, pans, or especially knives. We usually dont wash or put away dishes. Most people would rather put their own belongings away in the proper place. If it is the day of the cleaning and you were running late or did not have time to take care of your part call as early as you can to let the service owner know and maybe we can more than likely work something out.
What if I am unhappy with the service I receive?
CALL, EMAIL, TEXT!! Talk to the person doing the cleaning or call the service owner. Don’t let it go for any length of time. Call the first time you feel the service is not as it should be. We will always welcome your comments and do all we can to ensure that you are happy. The only way they will know that you are not a happy customer is if we hear from you. Unfortunately, the service is not likely to improve without you addressing it. If it warrants a second cleaning and you are that dissatisfied with the service you paid for, we have a policy where we come back out to fix it. When hiring a new service let them know what you were unhappy about with the last service; we will go along way to ensuring your satisfaction.