Q.- Will I need to sign a contract?
A.- No. You will never be asked to sign a contract.
Q.- What if I am not satisfied with my cleaning?
A.- Your complete satisfaction is very important to us. If you are not completely satisfied with your cleaning service for any reason, please give us a call within 24 hours, and we will return to re-clean the area in question at absolutely no cost to you.
Q.- How do I pay for my cleaning services?
A.- We accept payment by cash, check, and credit card.
Q.- How do I arrange for service, and how much do you charge?
A.- We set up an appointment for a free in-home estimate, which takes approximately 15 minutes. During this time our representative will visit each room and explain the tasks that will be completed. At the completion of the walk-through, you will receive a written estimate of the cleaning services which will be supplied, and any questions you may have will be answered. The cleaning cost will depend on how large your home is and how much cleaning it may require.
Q.- How do you access my home?
A.- We must be able to access your home to provide services. There are three choices:
1) You may leave a key on file in our key safe.
2) You may leave a key at some designated accessible place at your residence.
3) You may meet the cleaner. We cannot specify exact arrival times.
By far the most efficient and problem-free way for all concerned is for you to give us a key. Using this method, you will not have to wait around to meet the service providers.
Q.- How do you protect my keys?
A.- Your key is coded as soon as it enters the office. It will be stored in a locked key storage box to which only Master Cleaning Services management has access. The day of your scheduled cleaning, your key is matched to your job ticket. At the end of the day, the service provider returns all keys to the manager, who then places them back into the secured storage box.
Q.- How many people will clean my home?
A.- Generally, our service providers work individually or in teams of two. Sometimes we have teams of three or more. When more than one person is at the job, the quoted time -- which is given in man-hours -- is lessened by the number of people. For example, if you were scheduled for a two-hour service and two service providers are assigned to your job, the cleaning should be completed in one hour or two man-hours.
Q.- Will I always have the same service provider?
A.- Occasionally there may be a change in service providers due to illness, day off, vacation, or other such reasons. Therefore, it is not possible for us to guarantee the same individual or team for each cleaning. In the event of such an occurrence, we will find a replacement. Master Cleaning Services provides an extensive training program for each of our employees to ensure consistent cleaning techniques throughout our staff.
Q.- Are all service providers trained and supervised?
A.- Yes, prior to entering your home, Master Cleaning Services instructs our employees in the "art" of cleaning. Employees are then assigned to trainers, who supervise them on their first several cleanings. After a formal review with a trainer and management, the service provider is then assigned to a team.
Q.- How do I pay for your services?
A.- Master Cleaning Service gladly accepts the following forms of payment: MasterCard, Visa, cash, or check. Payment is due at the time of service. One-time cleanings require a credit card payment. For your convenience, a credit card number may be left on file with Master Cleaning Service to use in the event you should forget to leave your payment at the time of the cleaning. Otherwise, a $10.00 non-payment fee will be incurred. A $25.00 fee is applied to all returned checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning.
Q.- What is the cancellation / reschedule policy ?
A.- If it is necessary to cancel/skip your regular cleaning day, we require a 24-hour notification. If we receive fewer than 24 hours notice, or cannot access your home, it will be necessary for us to charge the full price of your cleaning. Future scheduled cleanings will remain unchanged. Please be sure to submit in writing (via email) any termination of regularly scheduled cleanings. Please do not inform the service providers of any changes to your schedule -- this must be done directly with the management.
Q.- What if my cleaning falls on a holiday?
A.- If your scheduled cleaning falls on a holiday that Master Cleaning Services observes, we will contact you to reschedule your cleaning.
Q.- Do you have gift certificates?
A.- Yes, we have a gift certificate program which allows you to give a home cleaning to a friend or loved one. Our gift certificates are great ideas for weddings, birthdays, new moms and dads, etc.
Q.- What should I do if something is broken by a house cleaner?
A.- Our staff is always very careful not to disturb or damage anything in your home. However, should this happen, please call our office to let us know. We will be happy to resolve the matter promptly and to your complete satisfaction. We are fully insured for any damage or breakage for which we are responsible.
Q.- If I have pets, do I need to secure them while your team is cleaning?
A.- Sometimes pets are afraid of new people coming into their homes. If you are not at home while we clean, we ask that you introduce your pet(s) to our employees on the first visit. Our employees are all animal-friendly. Should your pet(s) be very protective of your home when you are away, we ask that you secure your pet(s).