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 you need to cancel or reschedule your appointment for any reason, please call or email us at least 48 business hours prior to your scheduled cleaning date to avoid the late cancellation fee equivalent to the cost of service. Our office hours are 7:30 AM – 5:00 PM, Monday through Friday. If it is after hours, leave a message and we will get back to you on the next business day.

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 electrolyzed water cleaning solutions and disinfectants; we do not use caustic chemicals such as acids or alkalis. Our PURE Cleaning System uses allergy-free and anti-bacterial color-coded microfiber cloths and mops which are non-abrasive and eliminate cross-contamination. 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 Team Members have been with us for an average of 3-5 years (and some 7-10 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?

If you have any pets, please be sure to let us know so we can make our teams aware. If you have dogs, they must be securely put away or outside while we service your home. The safety of our employees and your pet(s) is our priority!  NOTE: We do not clean any pet waste.

Preparation for Cleaning Day

Do I have to pick up before the team arrives?

You know where things go in your home better than we do! Our teams are best when focusing on cleaning tasks, so it’s best that you handle clutter and putting things away. 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. You can typically expect a team of 2-3 cleaners to provide service.

Initial/One-Time Service:

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

Regular Maintenance Service:

• General dusting of all surfaces (excluding walls/ceilings), blinds, baseboards, and reachable corners
• Cleaning all counters, sinks, showers/tubs, faucets, and toilets
• Cleaning mirrors
• Making beds
• Emptying trash containers
• Cleaning the outside of appliances, cabinets, and the inside/outside of the microwave
• Vacuuming and mopping floors
• Disinfecting with PUREmist

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 any other a la carte items, if requested.

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!