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Questions and Answers


When interviewing cleaning services customers should always ask the following questions:
·    Are you licensed, insured and bonded?
·    What does your pre-employment screening consist of?
·    Do you perform criminal background checks on all employees?
·    How many people will be in my house cleaning?
·    Do you provide a satisfaction guarantee with your services?

 


What Does Your Guarantee Provide?


If you are unhappy with the service you received then what ever you are unhappy with should be corrected. If you are unhappy because something on the Scoreboard 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 assure good service.

What If I Have A Security System?


Cleaning professionals are used to dealing with alarms and various types of security systems. The ideal is to provide a separate code that you can easily change if needed. Sometimes clients decide not to give the cleaning service the code to the alarm and inevitably it is left on when the cleaning associate comes to clean. Not only is this ordeal nerve racking, it can end up costing you money. You may not get your home cleaned that day and still have to pay for it, plus most local police departments charge a fee for false alarms.


Do I Have To Sign A Contract?


  No here are only contracts for Building Maintenance. The only thing we ask is if you must cancel a regularly scheduled appointment, that you do it at least 48 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.


 What If I Forget It Is My Cleaning Day?


We charge a $50 cancellation fee for scheduled appointments that are missed and were not canceled at least 48 hours in advance.

What Time Will The Maid Be At My Home?


We normally work Monday through Friday from 8:30 a.m. to 4:30 p.m. 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.
 

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. Our cleaning associates are trained to immediately notify our office (and you) if something is broken or damaged so that we can handle the situation as soon as possible. If we should break or damage something, we will make every effort to have the item repaired or if necessary it will be replaced. We limit our loss to the replacement value, repair cost, or $1,000, whichever is less.


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 and background checks, we rarely have REAL cases of theft. Most cases turn out to be simply misplaced items.

Do You Provide The Cleaning Supplies Or Do I?


The choice is yours. We realize that most customers already have cleaning supplies and basic cleaning equipment (vacuum, broom, mop) in their home. Our fee is based on using your cleaning supplies, but if you would rather us provide them we are happy to do so. We can provide you with a list of Suggested Products© if you are going to provide the supplies, however, we are not liable for any damage caused by your cleaning supplies (ex. bleach on carpet).
 

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. If we are unable to gain access to your house for a regularly scheduled cleaning, we must charge you a fee of $50 to compensate the cleaning associate for their loss of income and driving expenses.
 

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.
 

Porches, Decks and Carports . . .  Are They 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.

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!

What If My Cleaning Is Scheduled On A 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 Cleaning Associates?


Yes we do, in fact we will not even consider the recruitment of a new house cleaner unless they have a minimum of four verifiable references and a stable previous work history. House cleaners must be bondable, which means no felony convictions. We also do random drug testing.
 

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.
 

How Do You Ensure Quality Service?


Each time we clean your home the cleaning associate is going to leave you a form. We would like for you to make sure that all of the items listed on the form have been completed in each room that was cleaned. Please return it to our office so the cleaning associate can receive credit for a job well done. Points accumulated on the form determine who our "Cleaning Associate of the Month" is. You can also fill the form online here at our web site.
 

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.

Ensure that your pet does not intimidate or scare the cleaning person. If the cleaning associate is not comfortable with your pet, it could be a recipe for disaster. You will need to make arrangements to put animals away or secure them if they will impede the work of the cleaning crew. Please advise us if you have an animal, such as a cat, that may try to escape quickly when the door is opened. If you have a pet with special needs or that makes a mess, please make arrangements to control these occurrences. We do not expect our cleaning associates to clean up after pets.

Are you bonded?


While most reputable services do carry a Theft Bond, this really does not provide as much protection as you may think. This insurance will only pay if there is proof that a cleaning associate has been dishonest and stolen property. The cleaning associate must be charged and convicted  before a Theft Bond policy will pay a claim.

How Do I Arrange Payment For My Cleaning Service?


We offer several options. The standard procedure is for us to obtain the required information to debit your bank account each week for the scheduled cleaning. It is also acceptable for you to provide a check at the time of service. Cash, check, and major credit cards are accepted. Payment is always expected at the time of service. Some services require pre-payment for first time or one time service.

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 usually range from 10 to 15%. Before tipping, make sure it is the same person coming to clean. In the event that the regularly assigned cleaning associate is not there that day, leave a note with their name to ensure the right person receives the tip.