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Frequently Asked Questions
First Things First
How does Home Clean Home operate amid Covid-19 concerns?
All our staff is fully vaccinated. Nonetheless, we continue wearing masks, gloves and shoe covers while indoors as Covid and its variants are still being studied. https://www.cdc.gov/coronavirus/2019-ncov/vaccines/fully-vaccinated.html You may choose to be out of the house while we work. If you will be in the house while we work, we will keep out of each other's way by being in different rooms.
Why should I hire Home Clean Home?
- Unlike a "cleaning lady", we offer you peace of mind as an insured and bonded business. (Documentation available upon request.)
- We are locally owned and operated, not a franchise. Our simpler setup allows us to better focus on your satisfaction.
- You will have personal customer service taken care by our service manager, Samuel Mejía. You may reach out to Sam by text message, phone or email and he will be happy to assist you.
What is the scope of your service?
- Our cleaning service covers the living areas of your residence, that is, areas under heating and air conditioning. We do not offer commercial cleaning.
- For insurance reasons, 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.
- For insurance reasons, we may stand on no more than a step stool to reach higher.
- Please be advised that we are not responsible for washing dishes nor doing laundry.
- Cluttered areas will hinder cleaning. Reasonably minimizing cluttered surfaces on your end will allow a more effective cleaning.
Will I need to sign a contract?
We do require you to sign a service agreement; however, the agreement allows you to drop our services at any time. We use DocuSign® to make the process simple, contactless and paperless.
Who will provide cleaning products and equipment?
We bring our own cleaning products and equipment so you're not required to provide these. Fresh trash bags are the exception; we will use yours to line waste bins. We mostly use eco-friendly products from a variety of brands. That said, if you would like us to use specific cleaning products or tools, you may provide them after discussing it with management.
Will you send the same team to my home every time?
It is our preference to send the same team (or worker) to your home every time. On rare occasions, logistics may require us to make a substitution with our workers.
Home Access and Pets
What if no one can be home to let the workers in?
For recurrent service, if usually no one will be home when we arrive, we offer a lockbox at no charge plus free installation where you may securely leave a key for our workers. Contact Sam for any questions or to arrange a free installation.
Whenever installing a lockbox or hiding a key are not viable options, you may entrust us with a key to your home. Home Clean Home will be responsible for safekeeping the key or keeping the entry code strictly confidential. If you provide us with a key, management will label it with a cipher to conceal your name and keep it in a secure location. Your address will never be on the label.
Whenever installing a lockbox or hiding a key are not viable options, you may entrust us with a key to your home. Home Clean Home will be responsible for safekeeping the key or keeping the entry code strictly confidential. If you provide us with a key, management will label it with a cipher to conceal your name and keep it in a secure location. Your address will never be on the label.
Do I need to be out of the house while my house is cleaned?
We do not require you (or your family) to be out of the house while we work. Nevertheless, cleaning your home while everyone is out facilitates our job as no one will be in each other's way.
What is your policy regarding pets?
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We recognize that every pet will react differently to any given situation. Even so, our workers' sense of a safe and stress-free environment should be met. Since we don't know how your pet (especially dogs) will behave towards our workers, we respectfully request that your pet is secured during the time we are working in your residence. However, if you will be present whenever we service your home it may be easier for your pet and us to become familiar with each other. Provided that your pet is well-behaved towards our workers, we may relax this policy.
Please note that we cannot be held responsible for cleaning pet bodily waste. |
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Scheduling
What if I need to cancel a cleaning visit?
Out of fairness to our workers' livelihoods, 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 the service visit. If we determine there was a genuine emergency, however, we will waive payment.
Alternatively, you may consider rescheduling the cleaning visit. Although there is no guarantee that our schedule will permit to do so, we will try our best to accommodate you.
Alternatively, you may consider rescheduling the cleaning visit. Although there is no guarantee that our schedule will permit to do so, we will try our best to accommodate you.
Will you arrive on time to clean my home?
Arriving punctually is always our endeavor and we do so the great majority of times. Granted, circumstances beyond our control may impact our punctuality. Although such 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. We apologize for any inconvenience. We may make an exception on a case-by-case basis for a pricing visit or a non-recurrent cleaning.
What is your holiday schedule?
For the holidays below, whenever possible, we will offer you the option of rescheduling our service visit. For some holidays, we may be open for business as usual.
New Year's Day (January 1)
Memorial Day (Last Monday of May)
Independence Day (July 4)
Labor Day (First Monday of September)
Thanksgiving Day (Fourth Thursday of November)
Friday After Thanksgiving
Christmas Day (December 25)
New Year's Day (January 1)
Memorial Day (Last Monday of May)
Independence Day (July 4)
Labor Day (First Monday of September)
Thanksgiving Day (Fourth Thursday of November)
Friday After Thanksgiving
Christmas Day (December 25)
Payments
How do I pay?
We accept any of the payment methods below. Payment is due on the day of service. Late payments are subject to a late fee of $25 and we will not schedule the next service visit until the outstanding amount is paid. Please be advised that our workers are not responsible for collecting payments.
Bill Pay (check)
Set up Bill Pay in your bank's website or app. Enter our company name and mailing address as shown below. Enter your name as the account number. To avoid a late fee, please schedule payment so check is delivered no later than the cleaning day. Bill Pay checks are mailed from out of state. Post-Covid, USPS delivery may take longer than Bill Pay's estimate for delivery time. Hence please issue payment with ample time ahead of our scheduled visit. Regardless of check arriving earlier, it will be deposited at the end of the day of service. We greatly appreciate your efforts in ensuring timely payments. A courtesy 5-day grace period may be extended to you no more than 2 times in a calendar year. For automatic payments: Please review the next question regarding automatic payments.
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Home Clean Home, LLC
3904 N. Druid Hills Rd. #322 Decatur, GA 30033 |
Hand-Mailed Check
Please make check payable to Home Clean Home, LLC and mail to the above address. To avoid a late fee, please mail check so that it is delivered no later than the cleaning day. Post-Covid, local USPS delivery may take 2–3 days; thus please mail with sufficient time ahead of our scheduled visit. Regardless of check arriving earlier, it will be deposited at the end of the day of service. We greatly appreciate your efforts in ensuring timely payments. A courtesy 5-day grace period may be extended to you no more than 2 times in a calendar year.
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Request sent to you on the day of service. A 2% convenience fee will be added. (Our username is @HomeCleanHomeLLC.)
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Request sent to you on the day of service. A 2% convenience fee will be added. (Our $cashtag is $HomeCleanHomeLLC.)
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Link to PayPal emailed to you on the day of service; accepts all major credit cards, debit cards and PayPal. PayPal account not required.
A 2% convenience fee will be added.
A 2% convenience fee will be added.
What should I know about Bill Pay's automatic payments?
If you choose to activate automatic payments in Bill Pay, the system will issue 12 checks per year. However, there are 13 visits per year with service every 4 weeks; and 26 visits per year with service every 2 weeks. (Because automatic payments usually issue one payment per month, payments for biweekly service must be issued as a monthly lump sum.) Gradually through the year, each visit falls earlier in the month so—after a certain point—payments begin to arrive late and increasingly later. There are 2 easy ways around this, thus avoiding a late fee:
Option 1: You may update the Bill Pay date to make it earlier, taking mail delivery time into account.
Option 2: Leaving the Bill Pay date as is, you may manually issue another payment for our upcoming (or most recent) visit. After doing this, checks will arrive earlier and will be deposited at the end of the day of service.
Option 1: You may update the Bill Pay date to make it earlier, taking mail delivery time into account.
Option 2: Leaving the Bill Pay date as is, you may manually issue another payment for our upcoming (or most recent) visit. After doing this, checks will arrive earlier and will be deposited at the end of the day of service.
Savings
Do you offer discounts?
Yes, we offer discounts for your referrals! If your referral signs up for Recurrent Cleanings or Recurrent Essentials, you and your referral get a 25% discount on one cleaning visit. Referrer's discount will be applied after referral's first payment. Please copy our website address (www.ilovehomecleanhome.com) and send the link to your acquaintance. In our Contact page they'll be asked to tell us who referred them to us and you both will be on your way to getting your discounts.
Sorry, Deep Cleanings (one-time services) are not eligible for our discount offer.
Sorry, Deep Cleanings (one-time services) are not eligible for our discount offer.
Are prices for recurrent cleanings negotiable?
Yes. 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 disclosed in our service agreement.
Miscellaneous
Does Home Clean Home use EPA-registered disinfectants?
We use both EPA-registered and non-EPA-registered disinfectants. EPA-registered disinfectants meet the EPA's criteria to use against SARS-CoV-2, the coronavirus that causes Covid-19. Although bleach products are effective against SARS-CoV-2, some clients may prefer for us not to use them.
Our EPA-Registered disinfectant is Foster First Defense®, an institutional-grade disinfectant used in homes, hotels, schools, nursing homes and hospitals and is available for an extra charge of $4 per visit. Used on door knobs, light switches, countertops, metal, stainless steel, fiberglass, ceramic tile (shower stalls or sinks), toilets, finished woodwork, vinyl, plastic.
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Our non-EPA-registered disinfectants are Odoban® Disinfectant and/or Simple Green d Pro 3™.
How do I know if a disinfectant is approved by the EPA to use against SARS-CoV-2?
To determine this, go to www.epa.gov and enter in the search bar "List N disinfectants for use against SARS-CoV-2". Focus should be set on a disinfectant's EPA registration number, not the brand name. Each EPA registration number is composed of 2 or 3 sets of numbers separated by a hyphen. Even when a brand name does not appear on List N, if the first 2 sets of numbers match, it is an equivalent product. https://www.epa.gov/pesticide-registration/list-n-disinfectants-use-against-sars-cov-2
Our non-EPA-registered disinfectants are Odoban® Disinfectant and/or Simple Green d Pro 3™.
How do I know if a disinfectant is approved by the EPA to use against SARS-CoV-2?
To determine this, go to www.epa.gov and enter in the search bar "List N disinfectants for use against SARS-CoV-2". Focus should be set on a disinfectant's EPA registration number, not the brand name. Each EPA registration number is composed of 2 or 3 sets of numbers separated by a hyphen. Even when a brand name does not appear on List N, if the first 2 sets of numbers match, it is an equivalent product. https://www.epa.gov/pesticide-registration/list-n-disinfectants-use-against-sars-cov-2
What if you damage something in my home?
In the unusual event of an accident, 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 management 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.
How can I reduce the chances of an item being damaged in my home?
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 items hanging on a wall, please ensure that they are properly installed so as not to fall with 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.
Do you offer a satisfaction guarantee?
Yes. If you're not satisfied with our service, please inform us and we'll return the next day or sooner to clean the area or spot to your satisfaction at no charge. We will honor the guarantee within the bounds of what is physically possible and reasonable amounts of time.
Can I tip the workers?
Yes. If you choose to tip, cash will be most appreciated.
Will the workers coming to my home speak English?
Yes, 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.
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.
If you didn't find the answer to your question here, feel free to email Sam, our service manager (sam@ilovehomecleanhome.com). He'll be happy to address your questions.
Make your time count. Home Clean Home.
