Frequently Asked Questions House Cleaning Services

Employees

Are the people that clean my home professional, trained and insured?

Team members are employees of the company (not Independent Contractors) and meet strict hiring and training standards. 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 over 7 years.

Pets

What if I have a pet?

Our teams are trained to be aware of pets when entering and exiting your home. Typically, our teams do well with cats and dogs, but you know your pets best.  If they get agitated around other people, then it has been our experience that they are best kept away from the cleaning area and team members if possible.

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.

Preparation for Cleaning Day

Do I have to pick up before the team arrives?

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

The Cleaning

What can I expect of the cleaning 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.  Below are some different types of services and what is included in each type.

Initial/One-Time Service:

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

Our Maintenance Cleaning:

• Bathrooms – Tub, shower, mirror, sinks, counter, toilets and floors
• Kitchen- The outside of the appliances and cabinets, tops of the counter, inside and outside of the microwave, then we vacuum and mop the kitchen floor.
• Dusting and Vacuuming – We do a general dusting of all surfaces and then vacuum throughout the home. The dusting system includes lifting and dusting each item on surfaces as well. We do not allow our Team Members to lift and/or move anything over 25 pounds for their safety.

What types of things are NOT included in the Regular Maintenance Service?

We never go inside any cupboards, drawers, or closets unless instructed to do so (as opposed to Move In/Out Service). Dusting of collectibles, for example small or fragile items, can be a challenge for our teams, so those types of collectibles are not included. Individual books are not removed and dusted one by one but we do dust the tops. In addition, we prefer not to clean rare or irreplaceable items. Dishes and/or laundry are not normally included, but they may be included for an additional fee. Cleaning wall surfaces, ceilings, blinds and windows may be included for an additional fee. Occasionally, the condition of blinds, windows and screens may risk damage when being cleaned. Although we are as careful as possible, we cannot be responsible for damage if they are already broken or worn with age and/or heavy use prior to our cleaning that item.

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 other a la carte items such as 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.

Move In/Out Service (charged hourly):

The Move In/Out Cleaning is a deep clean including wiping out the inside of drawers, cabinets, closets, and if requested, cleaning the inside of major appliances such as the refrigerator and oven/s. Blinds and windows, inside the appliances need to be specified if you would like those items cleaned. Select outside cleaning chores such as sweeping the garage or an exterior lanai/porch/entry-way can be included for an additional fee.

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.  This does include special attention to drywall and construction dust and a thorough vacuuming; twice if needed

Supplies and Equipment

Do I need to provide 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.

Our Guarantee

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

If you feel that any area or item we cleaned is unsatisfactory, simply notify our office within 24 hours and we will return within 1 business day to reclean the unsatisfactory area/s.

Arrival Time, Rescheduling and Cancellations

How do I know what time the team will arrive?

We will typically arrive between 8:00 AM and 4:00 PM. We will send a text the day before your scheduled cleaning with a closer approximation of time of arrival.

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 so we are unable to promise an exact arrival time. We generally can fulfill requests for A.M. or P.M., and you can always tell us if you have specific time request and we will 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 least 2 business days 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 $50.00 fee will be charged.

Late cancellation 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 reliable, high quality service. As a result, we require 2 business days’ notice to cancel a scheduled cleaning to avoid late cancellation fees.  Without adequate notice, we will not be able to fill your spot for the team.

Lock Out fees are necessary because we pay the team for their time, even if they do not clean your home.

Keys and Entry

Can I give you a key to my house or other instructions for entry?

Yes. That is the preferred method for entry to your home. Having a key to your home or lockbox access eliminates the requirement for you to be home. The majority of our customers take advantage of our key service. All customer keys are number coded and locked in our office nightly.  Alternatively, with new smart locks, we can gain access without your needing to be home and without the key responsibility. Either method works for us.

Parking

What if I have parking restrictions in my community?

Any parking availability and fees are the customer’s responsibility. If we are unable to find parking, it will be considered a “Lock Out” and lock out fees will apply. If there are restrictions for parking please inform us when setting up your cleaning as to where we can park.

Payment

How should I pay for service?

A credit card will reserve your appointment. You can opt to pay the team by check or cash on the day of service. If paying by cash or check for service charged hourly, please confirm the final total with the team or office at the conclusion of service so exact payment can be made. Checks written for less than the service total will require the difference to be charged to the card on file. For any cash payments, exact change is necessary as the teams do not carry change.

NOTE: Cash or check payments MUST be collected by the team at the conclusion of service. If cash or check payments are not received by the end of the cleaning, then your credit card will be charged the cleaning fee the following business day.