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New customers: 310-986-2071
Existing customers call
Existing customers: 310-539-4000

Frequently Asked Questions


How do I know what time the team will arrive?

We will arrive between 8:00 AM and 5:00 PM. If you are in need of a more specific time, you may call our office as early as 7:30 AM on the day of your clean, and we can give you a time estimate of when we will arrive at your home.

May I specify the time of the cleaning?

Because of the various frequency options that we offer our customers, our schedule changes day to day and week to week. We generally can fulfill requests for A.M. or P.M. and you can always tell us if you have specific time requests and we will make every attempt to accommodate your needs.

What if I need to cancel or reschedule a cleaning?

If a scheduling change is needed, simply call our office at 310-539-4000 at least 48 hours prior to your scheduled cleaning date to avoid the late cancellation fee.

What if I forget to cancel the cleaning and you aren’t able to enter my home on the day of the cleaning?

Unfortunately, if we are not given adequate notice for cancelling a scheduled cleaning, or are unable to gain access to your home, a “Lock Out” fee equal to your cost of service will be charged. Late cancellation and lockout fees are necessary because we consider a scheduled visit to be a reservation for your service. We do not over-book our schedule because we believe every client deserves a reliable, high quality service. As a result, we require 2 business days’ notice to cancel a scheduled cleaning to avoid late cancellation fees.

Supplies and Equipment

Do I need to supply any of the cleaning supplies or equipment?

No. Maid Brigade comes to your home fully equipped and ready to go. We use Green Seal Certified cleaning solutions; we do not use caustic chemicals such as acids or alkalis. Our Exclusive Green Cleaning System uses allergy-free and anti-bacterial microfiber cloths and mops which are non-abrasive as well. Our HEPA-filtration vacuums are also certified through the Carpet and Rug Institutes Green Label program.

Employees

Are the people that clean my home Legal, Trained and Insured?

Team members are employees of the company (not Independent Contractors) and meet strict hiring and training standards. They all meet Federal requirements in regards to their ability to legally work in the United States. They are insured and bonded and covered by comprehensive Worker’s Compensation insurance. They arrive in uniform and in a company car. Most importantly, we are proud to say that our average Team Member has been with us for almost 3 years.

Keys

Can I give you a key to my house?

Yes. That is the preferred method for entry to your home. Having a key to your home eliminates the requirement for you to be home or leaving the key hidden outside the home. The majority of our customers take advantage of this key service. All customer keys are numerically coded and locked in our office nightly. If a key should be misplaced, there is no indication of the residence to which it belongs. If you prefer to leave a door open or a key left in a concealed spot we will enter with your permission.

Pets

What if I have a pet?

Our teams are trained to carefully enter homes of pets so be sure to let us know if you have any. Obviously, we do not want to upset your pet with the introduction of new people and different noises. It has been our experience that pets are best kept away from the cleaning area and team members if possible.

Preparation for Cleaning Day

Do I have to pick up before the team arrives?

We realize that getting ready for “cleaning day” can be a stressful time. It’s not our intention that you “clean” before we get to your home, but we do ask that general clutter, clothing, toys, etc. be picked up as much as possible as this preparation allows us to focus on cleaning surfaces and not spending time tidying.

Valuables and Restricted Areas

If you have special valuables, heirlooms, or irreplaceable items, please put them away or instruct us not to touch them. A closed door is your signal to us that you do not want that area to be cleaned. If the door is closed for another reason (e.g. to restrict pet access), please contact our office so that we can update the client notes on the team paperwork to reflect your special instructions.

The Cleaning

What can I expect in regards to what the teams will clean in my home?

Everyone’s expectations of what they feel should be included in their cleaning varies from customer to customer. It’s important that you communicate your expectations to our office staff so that we may keep your individual cleaning record up to date.

Initial/One-time Service (charged hourly):

Includes the Regular Maintenance Service but allows more time for a deeper clean and any a la carte items.

Regular Maintenance Service (fixed rates):

  • Bathrooms – Tubs, shower, mirrors, sinks, counters, toilets, and floors.
  • Kitchen – Outside of appliances and cabinets, counters, inside/outside of microwave, vacuum and mop.
  • Dusting and Vacuuming – General dusting of all surfaces, including lifting and dusting of each item on surfaces, and vacuuming throughout the home.

Move In/Out Service (charged hourly):

The Move In/Out cleaning is a deep clean that also includes wiping out the inside of drawers and cabinets. Upon request, cleaning the inside of appliances and other a la carte items can be included as well.

Post-Construction Service (charged hourly):

The Post-Construction cleaning is a deep clean that can also include wiping walls, if requested, along with any other a la carte items.

What if I want something cleaned that is not included in my Regular Maintenance Service?

If there are additional rooms, the inside of your refrigerator or oven, or if you want your baseboards washed, just give us a call and we can tell you what the additional fee would be and then add it to your next scheduled service.

What if an area cleaned was missed or I am not happy with a part of the cleaning?

Call us at 310-539-4000 within 24 hours and we will promptly work to make the situation right!