Frequently Asked Questions
1. How many people will be cleaning my home? We normally work with teams of 2 or solo cleaners although on occasion we will send a team of 3 or more depending on the scope of the cleaning that needs done and the size of the home.
2. Do you send the same team every time my home is cleaned? You will, in most cases, have the same cleaning associate(s) assigned to clean yo
ur home. All of the cleaning teams provide the same consistent service to every customer, so you should feel like you are receiving the same quality service no matter who the cleaning team is. However, if you would like to make a change, please do not hesitate to ask.
3. What does your guarantee provide? If you are unhappy with the service you received then whatever you are unhappy with should be corrected. If you are unhappy because something on the checklist was missed, please call immediately. Do not wait because after a day or two the house will be ‘lived in”. We will return within 24 hours to correct something that was obvious. If it is something minor, call the office or leave a note to ensure that it is not missed again. With a guarantee in place you should be assured good service.
4. 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.
5. 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 24 hours in advance. Our house cleaners are paid for each home they clean. A cancellation without enough notice to reschedule another appointment directly affects the cleaning associate's income.
6. What if I forget it is my cleaning day? We charge a $25 cancellation fee for scheduled appointments that are missed and were not cancelled at least 24 hours in advance.
7. What time will the maid be at my home? We generally commit to either a morning arrival (9 AM to Noon) or 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 cleaning associate 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.
8. 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 cleaning associate. Please keep in mind that we treat the accused as innocent during any investigation. If the cleaning associate 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 recruiting practices, we have never had a case of theft. Most cases turn out to be simply misplaced items.
9. 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 be used we are happy to use it as long as you provide the product. Please understand that if you request we use a product different than what we normally use we cannot be accountable for how it performs.
10. 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 $25 to compensate the cleaning associate for their loss of income and driving expenses.
11. Do I have to do anything before the cleaning associate 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 cleaning associate will not know where your personal items belong and we prefer that they not go into your closets or drawers to put things away.
12. Are porches, decks and carports included? We 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.
13. Is it okay to leave a note for the cleaning associate? 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!
14. What if my cleaning is scheduled on a holiday? We will contact you to reschedule your appointment.
15. What if I need to reschedule an appointment? Please call our office at least 24 hours in advance. We will be happy to reschedule your cleaning appointment.
16. 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.
17. 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.
18. How do I arrange payment for my cleaning service? We offer two options. Unless other arrangements have been made payment is due at the time of service. We accept cash and checks. Some services require pre-payment for first time or one time service. Cash Only for one-time cleanings.
19. Am I supposed to tip the cleaning associate that cleans 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 15%.
