Q. If I decide to have regular service, do I need to sign a contract?
A. No! We do not require you to sign anything.
Q. Do provide all equipment & supplies?
A. We provide all equipment , and ECO products. Our triple Hepa filtered vacuums which pick up 99.9% of pollen, dust mites, mold spores, pet dander and purify the air while vacuuming. Our natural cleaning products are designed to first and for most get your dirtiest cleaning jobs done while at the same time creating an ultra-fragrant, all natural cleaning experience. We ensure a full line of natural, non toxic effective home cleaning products to clean all areas of your home. We do not use any abrasive cleaners. Our products will clean, disinfect and deodorize and are safe for your kids, pets, people with allergies and the environment. We have many years of experience to provide the best and effective cleaners in your home. We even hand wash floors.
Q. How much do you charge?
A. This really depends on many different factors. We would need to have some information about your home before giving an estimate. The condition of the home, amount of people living in the home, the size, pets in the home, the number of bedrooms and bathrooms and amount of hardwood floors, tile or carpet are just a few of the things we will need to give you an accurate estimate. The average home costs $100.00-$150.00 to clean, depending upon the factors mentioned above. We usually only send only 2 cleaners. Our first visit may require extra time to get it ready for regular maintenance cleaning. Extra time required will be charges at only $1.00 per minute.
Q. Will the cost of the cleaning increase if you send more than 2 cleaners?
A. No. If you are having a one-time cleaning the hourly rate does change. However, the cost is the same. The team will just finish the home in less time.
Q. How is a payment made for services rendered?
A. Payment is to be ready at the time we arrive to your home based on your scheduled time required. We require at the time of your booking a credit card to reserve your appointment. Your credit card will not be charged until the completion of the job. We do recommend extra time allowance just incase as we have other appointment to get to. We accept cash, MasterCard, Visa and American Express. We do accept cheques only with a credit card on file. All NSF cheques will be an charged with a service charge of $30.00.
Q. Do you always send the same cleaners?
A. We are usually able to send the same cleaners who is familiar with your home. We strive to send the same cleaning crew every time, however that is not always possible. Cleaning people’s homes is much more difficult and tiresome then most people realize. In this field a high turnover is not uncommon. However, we are very successful in keeping our employees around.
Q. Can I trust the employees you send out to my home?
A. This is a question that we find ourselves answering more often during the last couple of years. Consumers are becoming more aware of crimes involving service sector workers. I have already touched on this during the last question. All employees must provide a criminal record report every 6 months and be submitted to our insurance company. As a precaution, please be sure to put away any valuables. We treat our employees as just that, employees. They are not just bodies. They are the backbone of our organization and without them we would not have had the success we have had. The salary, benefits and the hours our employees work, make working for our company very attractive. In addition to treating our employees well, we also conduct a thorough background investigation.
Q. How many employees do you send to my home?
A. Normally we send two depending on our schedule. We even monitor our staff from time to time and will send an inspector to your home for quality control. If you should be home at the time the inspector arrives, she can review your cleaning request and needs and make sure you stay satisfied with your cleaning on a regular basis and can even help with an extra complimentary chore free of charge.
Q. Are your employees bonded and insured?
A. Yes. Our employees are fully covered under our insurance, which is provided with a 2 million dollar policy and our insurance company is a renowned and trustworthy name in the insurance industry.
Q. What happens if one of your employees gets injured in my home?
A. Since we are a legitimate cleaning service, all of our employees are covered under our Worker’s Compensation insurance. Almost all homeowner’s insurance policies do not cover service workers that injure themselves in your home. However, if you speak with your insurance agent you can add on an additional rider to cover such accidents. Although, using our company enables you not to have to incur that expense of the additional rider.
Q. What should I do if something is broken while your team is cleaning?
A. The first thing to do is not panic and please do not become verbally abusive to the team. Accidents do occur. Call our office and we will be glad to resolve the matter to your satisfaction. After all we are insured.
Q. Will the team clean the in/out of my oven/refrigerator. Is there an extra charge?
A. As a part of our regular cleaning, the outside of the oven, including the stovetop is cleaned thoroughly. The team also cleans the outside and top of the refrigerator. If you would like the inside of these appliances cleaned you would just need to inform the office when you make the appointment. We do not charge extra for this service. If you are a regular customer, these tasks will be done on a periodic basis, upon request. One-time cleaning only pay for the time it takes.
Q. Do you do windows?
A. Window cleaning is an art form that we prefer to leave to professional window cleaners. Our teams will clean the sliding glass doors, front doors and usually upon request 1 room of windows per visit. We suggest to call in a professional window cleaning company as it will probably be less expensive.
Q. Do you provide laundry or ironing?
A. As far as the laundry goes, we will change bedroom linins & make beds. However, this must be requested. We can usually do 1-2 loads while cleaning your home to wash and dry the laundry depending on the length of time we are in the home. Ironing is an art form and can trust us to this tedious chore.
Q. Do you provide references?
A. No, we have always had a policy of not providing references. We always felt that asking our customers to allow strangers to call their homes was a violation of their privacy. We receive approximately thirty to forty calls every day and do not feel it is proper to impose on our customers to answer questions about our service. In return, we would not impose on you to answer questions. Only under very special circumstances we would consider asking our clients to provide a reference. As we have been in business for over 20 years we have a large clientele base and we are usually known as a referral company. You probably were already referred from someone who has praised our services and referral is always the best form of advertising.
Q. What if I am not satisfied with the cleaning that was done?
A. We do guarantee our work. We advise all of our clients to discuss their concerns with the maid, as well as our office. Although at times we wish they were, our employees are not robots. If something was not completed to your satisfaction, we will either note your service report so it is taken care of on the next visit or we will send our maid to your home to correct the problem as soon as possible. In some cases due to time restrictions and some things were missed, extra time will be required with a small additional charge.
Q. What is your availability?
A. Our office is open 5 days a week between 9 am. and 6 pm. We have four different cleaning times. The only time that is basically guaranteed is the first appointment of the day, which is 8:30am. All other appointments are approximate times. Please understand that we are in a service business and it is sometimes difficult to narrow down an exact time. Each appointment is give or take 1 hour. If the team will be more than 1 hour late, they are required to contact you and advise you as to their time of arrival at your home.
Q. What happens if I can’t be home during those hours? Can I give you a key?
A. Many of our customers are working people that just don’t have enough time in the day to do everything. They also appreciate coming home to a clean house and enjoy not being there while our employees are cleaning. These customers work out different arrangements based upon their individual situations. We provide a safe & secure lock box and you will be given the code or your key is numbered and kept in a lock box[at the office. There is nothing on the key that would let someone else know who’s key it was. Others give us a code to enter through the garage and a small percentage leaves a key under the mat or a side door open. We generally advise against the latter option due to security reasons.
Q. Can I feel secured that my key will not be in the hands of every employee?
A. On the day of your cleaning, the key to your home is removed from the lock box by our manager. The manager is the only one that have a key to the lock box. The key is placed in a cash pouch that is located in the maid’s book with the service report for your home. The key is then removed only by the maid to open your door and lock your door. Upon returning to the office, your key is checked back in and locked back in the box.
Q. What happens if my key is lost?
A. In the over twenty years we have been accepting keys for customer’s homes, we have never lost one. However, accidents do occur. Rest assured that we would abide by whatever action you would like us to take.
Q. If I have pet(s), do I need to secure them while your team is cleaning?
A. If you will not be home while we clean, we do ask that you introduce your pet(s) to our employees on the first visit. Many of our customers also show our teams where the animal treats are. This way, when the team arrives at the home they give the pet(s) a treat and go about their business. Other than that, our employees are all animal friendly and will not have a problem working around your pet(s).
Q. What if I need to cancel my appointment?
A. We understand that things happen and sometimes they are beyond anyone’s control. The only thing we ask is that you please notify our office as soon as possible. We request at least 24 hours notice, but as I said sometimes it is beyond one’s control. However, if it becomes a habit we will need to assess a $50.00 lock out charge.