Frequently Asked Questions
Company Background and Credentials
How long has your company been in business?
The Maids opened in February of 2008.
Are you bonded and insured?
Yes, we are bonded and insured.
Can you provide references from past or current clients?
All our reviews on Google, Facebook, and are responses from clients we serve.
Are you a member of any professional cleaning organizations or associations?
Yes, we are a member of ISSA Residential, the leading residential cleaning organization dedicated to continuously improving the standard of professionalism in our industry.
What sets your company apart from other cleaning services?
The Maids is first in class in providing thorough, healthy house cleaning. We are reliable, honest, and responsive, and we are a nearly perfect organization. If we missed something we said we would do, we would jump out of our shoes to make it right.
Services Offered
What cleaning services do you offer?
We offer one-time deep cleaning, regular ongoing service weekly, bi-weekly or every four weeks. We provide move-in or move-out house cleaning. Additionally, we offer our clients carpet cleaning service.
Do you provide one-time cleaning, recurring cleaning, or both?
Yes, we provide both.
Are there different levels of cleaning services (e.g., basic, deep clean, move-in/out)?
Our initial deep clean is where we detail your home to your expectations and our standards. After this initial clean, we maintain this level of clean with our ongoing house cleaning service offered weekly, bi-weekly or every four weeks...
Do you specialize in any particular type of cleaning (e.g., post-construction, eco-friendly)?
We clean for thoroughness and health. We use highest rated backpack vacuums with HEPA filtration and our cleaning products are people, pet and environmentally safe.
Are there any tasks you don’t handle (e.g., laundry, exterior windows, carpet cleaning)?
Our worker’s compensation policy excludes us from working on anything higher than a two-step stepstool, although we do have extension poles for higher dusting. We refer window cleaning to other professional window cleaners. And, we are unable to pick up animal feces.
Pricing and Payment
How do you determine pricing (hourly, flat rate, or by square footage)?
The initial deep clean is charged by the hour and the amount of time taken depends on square footage, number of rooms, level of dust and grime to be cleaned. Once the initial cleaning has been done, we charge a flat fee for recurring service.
Are there additional charges for deep cleaning or specific tasks?
We offer special projects for additional fees including carpet cleaning, and cleaning inside ovens or refrigerators.
What forms of payment do you accept?
We accept cash, ACH, checks, Visa, MasterCard and American Express.
Scheduling and Availability
What is your availability for cleaning services?
We try and accommodate as soon as possible. Frequently we can offer same day service.
Can I choose the day and time for the cleaning?
Our service area includes the entire Triad market so we try and schedule your home cleaning on days when we are in your neighborhood.
What is your cancellation or rescheduling policy?
We require 2 business day notice to avoid a $100 cancellation. We do understand that emergencies come up and take this into consideration before charging this fee.
Do you offer same-day or emergency cleaning services?
If we have availability we will respond with same-day service. We offer our services Monday through Friday.
Staff and Training
Do you perform background checks on your employees?
Yes, we do a background check and drug testing.
Are your cleaners employees or independent contractors?
All our cleaning professionals are W-2 employees and are covered by our insurance policy.
How are your cleaning staff trained?
We have a thorough onboarding and training process.
How many cleaners will come to my home?
We clean houses in teams of 3 or 4.
Will I have the same cleaners every time?
We strive to keep the team of cleaning professionals, but sometimes scheduling results in a change.
Cleaning Products and Equipment
Do you provide your own cleaning supplies and equipment?
Yes, we provide all supplies and tools. Our cloths, brushes, and sponges are all fresh for each house.
Are your cleaning products eco-friendly or non-toxic?
Our products are people, pet and environmentally friendly, unless we find mold in a tub or shower and then we may use a product called Mold Master-similar to a bleach product.
Can I request specific cleaning products or provide my own?
Most likely yes, but we will need to know about these products in advance to obtain Safety Data Sheets to ensure the products are safe for our cleaning professionals and they are shown how to properly use them. However, we prefer to use our commercial-grade cleaning products that have been carefully reviewed and tested.
Do you use HEPA-filter vacuums for allergy-sensitive households?
Yes, we use ProTeam backpack vacuums with HEPA filtration that are highest rate vacuums in the house cleaning industry.
How do you handle waste disposal?
We gather up waste in your waste cans throughout your home and put it in your outside trash can. Please ensure our cleaning professionals know where your waste baskets are located.
Quality Assurance and Guarantees
How do you ensure consistent quality of service?
We provide thorough training and ongoing refresher sessions. We do quality assurance visits and follow-up with our clients to ensure they are happy with our service.
Do you perform quality checks or follow-up visits?
Our Operations Manager performs random quality assurance visits.
What happens if I’m not satisfied with the cleaning?
Please contact our office within 24 hours and we will get a team out to address your concern.
Do you offer a satisfaction guarantee?
Yes, we guarantee our service and client happiness.
How do you handle complaints or feedback?
With a timely response, professionally delivered, and seeking to resolve concerns quickly and to our client’s satisfaction.
Insurance and Liability
What happens if something is damaged during cleaning?
We restore, replace, or offer compensation.
Are your employees covered by workers’ compensation?
Yes, our cleaning professionals are covered by worker’s compensation insurance.
Who is responsible if someone gets injured while cleaning my home?
Our worker’s compensation insurance.
Customizations and Special Requests
Can I customize the cleaning service based on my preferences?
Yes, we can customize your cleaning plan.
Will you create a cleaning checklist for my home?
We have a 22-step cleaning process that we follow in each home and each cleaning. If you have special requirements, we note these in your cleaning plan and review them with our Team Leaders each time before we come to clean your house.
Do you offer seasonal or one-time special services (e.g., holiday prep)?
Yes, we offer one-time seasonal cleaning service.
How do you handle pet-related cleaning issues (e.g., hair, accidents)?
We are pet friendly if your pet is people friendly. If you do have pets, it is helpful, but not required, to crate them while we are cleaning. Our insurance policy does not allow us to handle pet feces.
Policies and Procedures
What is your policy on entering and locking up my home?
Most of our clients provide us with a key to their home or the combination to the door lock. We keep keys in a lockbox and assign them to the Team Leader on the day of the clean. The keys are labeled by number and show no name, address or phone number.
Do I need to be home during the cleaning?
Whether you are at home or not is up to you. We just need to have access to enter your home to clean.
How do you handle keys or alarm codes?
We keep keys in a lockbox until the day of your clean. Then, we give them to the Team Leader, and at the end of the day the Team Leader returns them and they go back into the lock box. We label keys by number without name address or phone number. For alarms most frequently our clients provide us with a code unique to our company.
What happens if a cleaner is sick or unable to come?
Since we work in teams of 3 or 4, if one team member is out sick, we are able to clean your home, although our timing may be pushed back a little.
How do you handle inclement weather or other emergencies?
We put the safety of our cleaning professionals first. Depending on how the weather is we may start later in the morning or end our day early. If it is unsafe to drive, we cancel and reschedule your cleaning.
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