What can I expect as to what the Teams will clean in my home?
Expectations with what one feels should be included in their cleaning varies from client to client. It’s important that you communicate your expectations to our office staff so that we may keep your individual cleaning record up to date. Kindly review the difference between regular cleanings tasks and deep cleaning tasks, as well as the optional items that can be included in your cleaning services, and those areas that we cannot be responsible for.
What if I want something cleaned that is not on my normal cleaning list?
If there are additional rooms, or other items such as oven or fridge, that you would like to have cleaned, text or email us and we will add the services to your next visit. We will also let you know the additional fee that will be incurred.
Do I have to tidy up prior to the team’s arrival?
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.
Do I need to supply any of the cleaning supplies or equipment?
No. Maid Brigade comes to your home fully equipped. We use electrolyzed water cleaning solutions and disinfectants; we do not use caustic chemicals such as bleach, acids or alkalis. We also use 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.
What if an area cleaned was missed or I am not happy with a part of the cleaning?
We strive to ensure that all clients are satisfied. If you feel that any area or item was overlooked or not cleaned to your satisfaction, kindly text or email us immediately and we will make the situation right. We do not issue refunds or credits; however, will look to rectify any unsatisfactory cleanings.
How do I rate my cleaning experience?
We take the quality of the service that we provide very seriously. When improvements need to be made, we need to learn and correct them. Additionally, we need to know when we do a great job. Our team loves constructive criticism and compliments! Within 24 hours of your cleaning, you will receive a text or email link to our online Quality Card. Kindly take the couple of minutes to provide us with the valuable feedback.
May I specify the time of the cleaning?
Because of the various service and frequency options that we offer our customers, our schedule changes frequently. As such, we cannot provide an exact arrival time. We generally can fulfill requests for A.M. or P.M. and we will make every attempt to accommodate your needs, as long as we receive the request at least two (2) business days prior to the cleaning.
How do I know what time we will arrive?
We will arrive between 8:00 AM and 4:00 PM. If you need a more specific time, you may text or email our office the morning of your service and we can provide you an estimated time of when we will arrive at your home.
What if I need to cancel or reschedule a cleaning?
If a scheduling change is needed, kindly text or email our office within 2 business days prior to the cleaning, and we will be in touch with you within 1 business day. Failure to do will result in a late cancellation fee*.
What if I forget to cancel or reschedule the cleaning and you can’t enter my home on the day of the cleaning?
A “Lock Out” fee* will be charged to your account if we are unable to gain access to your home due a locked door, an armed alarm system, a protective pet, or a denial of service for any other reason.
*Late cancellation and lockout fees, where we are not given adequate notice of a change to scheduled services of at least 2 business days, are necessary because we consider a scheduled visit to be a reservation. We book our schedule carefully and methodically because of our commitment on having the best cleaning staff members providing our clients a reliable and high-quality cleaning service. By not giving adequate notice of a change to your service, we are unable to attend to other clients. Additionally, as it is important to all of us to retain the best cleaning staff, they deserve to receive remuneration for any disruption in their schedules.
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, or leaving a key hidden outside your home, eliminates the requirement for you to be present. All client keys are number-coded, with numbers stored only digitally, and locked in our office. 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, you can let us know and we will enter with your permission. All doors will be shut and locked upon the team's exit from the home, if nobody is present at the home at the time of their departure.
What if I have a pet?
We love pets; but don’t want to upset them with the introduction of new people and different noises. It may be best that your furry loved ones by kept in a separate area, away from the cleaning space. However, we don’t want to upset them, and if you feel they will be fine in our presence, they are more than welcome to be loose while we service your home. Either way, kindly notify us of your pets so we can ensure they are well taken care of.
Are the people that clean my home Legal, Trained, Bonded and Insured?
Because of our commitment to provide a consistent, thorough and trustworthy service, we ensure that all our team members are employees (not Independent Contractors) that go through a vigorous selection, hiring and training process. As such, we conduct background checks, and ensure that all team members are legally authorized to work in the United States. Additionally, team members are insured, bonded and covered by Worker’s Compensation Insurance. All our team members will arrive to your home in a Maid Brigade car and uniform.
How do I pay for my services?
Payments are required at the time of service. Credit card information will be collected and stored in a PCI-compliant manner. Within 24-hours of an initial clean, their will be a pre-authorization (not a charge) of the credit card. The credit card will then be charged after the clean is complete based on the final time that the team members spent in the home. Regular customers have the option to pay via check or electronically. If payment is not received within 24 hours of the service, the credit card on file will be charged.