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Frequently Asked Questions
FIRST THINGS FIRST
are you licensed, insured and bonded?
Yes, yes and yes. (Documentation available upon request.)
why should i hire home clean home?
There are at least 3 reasons why you should hire us.
1. Whereas a franchise is suited to enlarge profits for a faraway corporation, a local business is better suited for service. We are locally owned and operated, not a franchise. Our simpler setup allows us to better focus on your satisfaction. Why would you want it any other way?
2. Cheap is expensive. Unlike a "cleaning lady", we offer you peace of mind as a licensed, insured and bonded business. Why would you gamble on a worker entering your home without such protections?
3. You will have personal customer service taken care by our service manager, Samuel Mejía. You may always call, text or email Sam for any question or concern. In fact, at your request, he will be happy to go to your home and handle your concern in person. How many businesses would do that for you?
1. Whereas a franchise is suited to enlarge profits for a faraway corporation, a local business is better suited for service. We are locally owned and operated, not a franchise. Our simpler setup allows us to better focus on your satisfaction. Why would you want it any other way?
2. Cheap is expensive. Unlike a "cleaning lady", we offer you peace of mind as a licensed, insured and bonded business. Why would you gamble on a worker entering your home without such protections?
3. You will have personal customer service taken care by our service manager, Samuel Mejía. You may always call, text or email Sam for any question or concern. In fact, at your request, he will be happy to go to your home and handle your concern in person. How many businesses would do that for you?
what is the scope of your service?
Our cleaning service encompasses the living areas of your residence. In addition to recurrent cleanings, we offer deep cleanings and move-out/move-in cleanings. (For a list of tasks included in our recurrent cleanings, click on Services.)
Please be advised of the following:
Please be advised of the following:
- We may move light chairs while cleaning but not furniture in general. If you would like for us to clean behind furniture or a large appliance, you may move it and we will be happy to clean behind it.
- Although we are not responsible for washing dishes, as a courtesy, we may hand wash no more than 3 items left in the kitchen sink. If your dishwasher has the available space, we will transfer dirty dishes to it and—if you wish—leave it running.
- We do not offer laundry work.
- Cluttered areas will hinder cleaning. Reasonably minimizing cluttered surfaces on your end will allow a more effective cleaning.
do i need to sign a contract?
We do require you to sign a service agreement. However, per the agreement, you are free to drop our services at any time so you'll never be locked in a contract. Of course, we hope you like our service so much that you keep us for a long and happy business relationship.
do i need to provide any cleaning products or equipment?
Not at all. We bring our own cleaning products and equipment so you're not required to provide them. On the other hand, if you prefer for us to use a particular cleaning product or tool, you may make it available to our workers after discussing it with our service manager.
WHAT KIND OF CLEANING PRODUCTS DO YOU USE?
We mostly use eco-friendly cleaning products from a variety of brands. In situations where there are moldy spots around the tub or shower, we typically use products containing bleach. Please inform our service manager if you have any objection to us using certain products due to allergies. If you prefer for us to use a particular cleaning product or tool, you may provide it to our workers after discussing it with our service manager.
DO YOU OFFER A SATISFACTION GUARANTEE?
Yes, we do! If you're not satisfied with our service, please let us know and we'll return the next day or sooner to clean the area or spot to your satisfaction at no charge.
Deep Cleanings and Move-Out/Move-In Cleanings: Because these cleanings are performed within an allotted period of time, tasks not completed due to time constraints are not covered by the guarantee.
Deep Cleanings and Move-Out/Move-In Cleanings: Because these cleanings are performed within an allotted period of time, tasks not completed due to time constraints are not covered by the guarantee.
what is your service coverage area?
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If your home is in the green, we'll keep it clean!
Map data ©2018 Google
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SERVICE CONCERNS
what if no one can be home during your cleaning visits?
Actually, most of our clients are not home when we arrive. There are generally two ways our clients grant us access if no one will be home:
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Please discuss your choice with our service manager. If you need to grant us access differently from the options above, please discuss it with him as well.
what should i expect for your initial cleaning visit?
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Usually, the initial cleaning visit will take longer than an average recurrent cleaning. In fact, a residence may display a deceivingly light workload for the initial visit yet consume more time and labor than anticipated. On the initial visit your home's layout will feel foreign to our workers; hence it is normal for them to develop a smoother workflow after a few visits. Because size and existing conditions differ from one residence to another, every cleaning detail may not be reached on the initial visit. In some cases, it may take 2 or 3 cleaning visits to bring a residence up to par.
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what is your policy regarding pets?
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We recognize that every pet will react differently to any given situation. The bottom line is that our workers' sense of a safe and stress-free environment should be met. Some pets have become aggressive when a vacuum has being used near them or when they otherwise perceive a threat. Since we don't know how your pet (especially dogs) will behave towards our workers, as a general policy, we respectfully request that your pet is secured for the time our workers are in your residence. However, if you will be present as our workers continue visiting your home it will be easier for your pet and our workers to become familiar with each other. Provided that your pet is well-behaved towards our workers, we may make an exception to this policy.
Please note that we cannot be responsible for cleaning pet bodily waste. |
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will you send the same team to my home every time?
It is our preference to send to your home the same worker, or workers, every time. That said, sometimes logistics make it necessary to make a substitution with our workers. Nevertheless, our staff receives the same training to ensure that we keep the same quality standards for your home.
SCHEDULING
what if i need to cancel a cleaning visit?
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We understand that there may be a time when you need to cancel a cleaning visit. At the same time, please understand that our workers depend on a planned schedule of homes to earn their living. Out of fairness to our workers, we require that you provide us 2 days' notice of canceling a cleaning visit. If we receive less than 2 days' notice of cancellation or if our workers arrive at your home and are not given access, you still will incur the full charge for that week's cleaning. An exception would be granted if we determine there was a genuine emergency.
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Alternatively, you may be able to reschedule the cleaning. Although there is no guarantee that our schedule will permit to do so, we will try our best to accommodate you.
may i choose the day or time in which you can clean my home?
In order to allot the adequate amount of time to service your home and all our clients' homes, we assign a day and time frame for each residence. Of course, you may ask us if we have a specific day or time available; provided that our schedule allows us to accommodate you, we'll be happy to do so.
will you arrive on time to clean my home?
Arriving punctually is always our endeavor and we do so the majority of times. Granted, there may be circumstances beyond our control that could impact our punctuality; for instance, an unexpected situation while cleaning a previous home or unforeseen snarls in traffic. Although these setbacks are rare, they may cause our arrival window to increase up to 1 hour from our scheduled arrival time.
do you work on weekends?
We do not work on weekends nor on the holidays listed below. We apologize for any inconvenience. We may make an exception on a case-by-case basis for a quote visit or a non-recurrent cleaning.
If your cleaning day will fall on one of the holidays below, we may be able to reschedule it. The more advance notice you give us, the better chance you'll have to reschedule.
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Friday after Thanksgiving
Christmas Day
If your cleaning day will fall on one of the holidays below, we may be able to reschedule it. The more advance notice you give us, the better chance you'll have to reschedule.
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Friday after Thanksgiving
Christmas Day
PAYMENTS
what FORMS of payment do you accept?
We accept checks and mobile payments.
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CHECK
Please make check payable to Home Clean Home. If you will not be home you may leave check to be found in the same place. |
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MOBILE PAYMENT
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On the morning of the cleaning day, we will send a request for the amount due through Cash App. (You may also be notified by text and/or email.) Open Cash App, see our request, and tap Pay. Done! Cash App may be linked to a bank, debit card or credit card. Please be advised that the app will add a 3% fee to credit card payments only. Cash App is owned and developed by Square, Inc., a leading merchant service for over 2 million small businesses globally. |
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Payment is due on the day of cleaning. Late payments will incur a $30 late fee and we will not schedule the next cleaning visit until the outstanding amount is paid. MOBILE PAYMENTS: We kindly request that you remit payment before noon of the cleaning day. Your courtesy to do so spares us from having to seek payment from you and is similar to leaving a check for us in the morning. Thank you for your consideration.
SAVINGS
how do referral discounts work?
If you have colleagues, friends or family living in our service coverage area, you have discounts in store. Here's how it works:
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1st Referral 4% off on every cleaning Example: Original quote of $140 per cleaning reduced to $134 per cleaning. |
2nd Referral Another 4% off (8%) on every cleaning Example: Reduced price of $134 further reduced to $129 per cleaning. |
3rd and Additional Referrals Extra 20% off on a single cleaning (8% + extra 20% = 28% off) Example: Reduced price of $129 is now $101 on a single cleaning. |
TERMS OF OFFER
Discount offer is valid for referrals that lead to weekly and biweekly cleanings only. Each 4% discount will remain effective for as long as its referral retains our services. Your reduced price will be rounded off to the nearest dollar. To be eligible for referral discounts, your referral's monthly value of cleanings must be no less than 60% of your monthly value of cleanings. Your discount will be applied after we receive your referral's first payment.
are your recurring cleaning prices negotiable?
Sure! If there is a room in your residence that is rarely or never used, we are open to negotiate the price to better fit your home's needs. If an arrangement is found to be mutually agreeable, it will be specified in writing when you sign your original or renegotiated service agreement.
MISCELLANEOUS
what if you damage something in my home?
Although we exercise care in our work to avoid a mishap, it's not an impossibility. When we are aware of causing damage to an item, our policy is to inform you the same day and offer reimbursement or a replacement. If you discover an item damaged by us please contact us within 24 hours of the incident. We will inspect the damage and arrange for a reimbursement.
If necessary, we will file a claim with our insurance. When a receipt is not available for the damaged item and it is clear that the item has been damaged by a Home Clean Home worker, we will work with our insurance company to resolve the issue.
Please note that we cannot guarantee reimbursement if a damaged item is reported after 24 hours from the end of our cleaning visit or for damages that we cannot physically inspect.
If necessary, we will file a claim with our insurance. When a receipt is not available for the damaged item and it is clear that the item has been damaged by a Home Clean Home worker, we will work with our insurance company to resolve the issue.
Please note that we cannot guarantee reimbursement if a damaged item is reported after 24 hours from the end of our cleaning visit or for damages that we cannot physically inspect.
how can i minimize the chances of an item being damaged in my home?
We find that good communication is key to avoiding unnecessary disappointments. Please inform us of any previously damaged item or furniture that is prone to breakage so that we may avoid touching it or be especially cautious while cleaning. If you have pictures, shelves or similar objects hanging on a wall, please ensure that they are properly installed so as not to fall by normal and customary cleaning.
It is the client's responsibility to inform us of sensitive objects that are prone to falling or breakage. If there is an item of sentimental or substantial monetary value, please advise us if you prefer for us not to touch such item and we will gladly comply. Our goal is to serve you the best possible way so that we can all feel great about our service every time.
It is the client's responsibility to inform us of sensitive objects that are prone to falling or breakage. If there is an item of sentimental or substantial monetary value, please advise us if you prefer for us not to touch such item and we will gladly comply. Our goal is to serve you the best possible way so that we can all feel great about our service every time.
will you remove any stain or spot in my home?
We will make every reasonable effort to do so. That said, we do not guarantee that we will be able to remove every stain or spot in your home as some may be permanent in nature.
will the workers coming to my home speak english?
Our workers speak English, some with varying degrees of proficiency. Of course, you may always contact management if you feel the need to do so.
