ENVIRO CLEANING COMPANY

 

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FAQs

 

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Frequently Asked Questions and Terms of Service

Frequently Asked Questions:

Q: What makes your company different from other cleaning services?

A: There are many things that sets Enviro Cleaning Service apart from other home cleaning services! One of the biggest aspects of my company is my customer service! I believe that communication with a client is key to a healthy and long relationship. I strive to meet our clients' needs and expectations, but sometimes mistakes happen or areas are missed. My clients know that they can come to me anytime with questions, concerns, or comments and feel 100% comfortable with it.

Q: What about equipment and supplies? 

A: I also bring all the equipment, cleaning supplies and products for the day leaving your supplies in the cabinet/closet and untouched. I believe that you should not have to pay for a service and also buy your own products, plus we use Aromatherapy Naturals, they handcraft all of their products with all natural non-toxic ingredients for a green cleaned home!

Q: What areas do you service?

A: I serve Western Pasco County and Northern Pinellas County

Q: What are your hours?

A: I service Monday-Friday from 8:30AM-5:30PM. 

Q: Do I need to be home when you arrive to clean?

A: Most of my clients are not home for their regular cleanings, but I do require the client to be home to meet me for the first cleaning to consult and confirm the cleaning process.

Q: What if I am not satisfied with my cleaning?

A: With my 100% Customer Satisfaction Cleaning Guarantee, communication is key! Please let me know within 24 hours of the problem at hand, and I will arrange to re-clean the area in which you are dissatisfied (no extra charge). I do my best to ensure the client's happiness, but cannot assess and correct a complaint if too much time has gone by.

Also, I will add this complaint in your file, and work to never miss it again. I know we are human and we all make mistakes, but with open communication from you I can strive to get it right each and every time and not miss the same area twice!

Q: Why must I have an initial deep cleaning before my maintenance cleaning service starts?

A: When starting a new residential cleaning account I am often asked why I do this service first and charge more for the Initial Home Deep Cleaning Service. A first time cleaning of a new residential cleaning account is more like a "spring-cleaning" and needs extra time to remove extra soil and build-up. I may spend anywhere from 2 to 3 times longer to clean a first-time residential account than one of our existing client's homes doing maintenance cleaning.

Why the Extra Time?

A customer who has never had their home professionally-cleaned is likely to have soil build-up throughout the house. I often gain new clients who are dissatisfied with their cleaning service and decide to hire Enviro Cleaning Service. I take the time to remove extra soil and build-up around your home so that I am starting out with a “fresh palette.” Here are some of the challenges I run into:

Bathrooms-

I put extra effort into removing hard water stains from fixtures, tubs and sinks. I also frequently find build-up around the bottom of toilets, faucets, and other fixtures that must be removed. Shower doors may have lime, rust, and hard water spots. I take the entire room back to a clean starting point so in the future, regular maintenance cleanings will keep everything shiny and deposit free.

Kitchen-

I clean the small cracks and crevices in the kitchen that some residential cleaning services overlook. The tops of cabinets, cupboards and refrigerators are places that often go undusted or uncleaned for long periods of time. We find grease and fingerprints on most surfaces, especially stove tops, refrigerator doors, and small appliances. A good overall cleaning is essential to remove the hidden dirt, grease and even unseen spilled food that need to be thoroughly cleaned up.

Living Rooms and Bedrooms-

Home owners are often too busy to do a thorough cleaning job. As people get busy, they sweep and vacuum what's visible, but they tend to ignore vacuuming and sweeping behind or under furniture. Dusting is often a task that homeowners leave for "when there is time." I clean window sills, bookshelves, baseboards, ceiling fans, and other furniture that may have a long-term build-up of thick dust.

Hallways and Entryways-

I clean these spaces that have build-up around baseboards and edges. It is important to keep these areas clean as dust and dirt is tracked in from hallways and entryways.

Removing the build-up of soil and grime is essential before we can get a home to looking its best.

Once the home has had a careful cleaning it will be faster and easier for me to go in and clean on the schedule agreed upon. Getting back to a basic starting point is important so that I have a clean slate to work with. Beginning at the starting point I can make sure that every time I clean, your home will shine and you will be a satisfied customer!

Q: What form of payment do you accept?

A: I accept credit/debit card payments, checks, and cash. You can also pay online. Please note that I do charge a $30 fee for returned checks. 

Q: What's your cancellation policy?

A: Although I am aware of unforeseen circumstances I ask you to provide at least 24 hours notice if you need to cancel or reschedule. I charge no cancellation or reschedule fee.

Q: Do you guarantee a day and time for my maintenance cleaning?

A: I can guarantee a specific day, but not a specific time. For the first cleaning I will specify a time to meet you, but from there on out I cannot guarantee a specific time because of the nature of the business. If you would like to call on the day of your service, I will be able to estimate the time in which your house will be cleaned.

Q: What do I need to do before my cleaning?

A: This is an important question I often get. My response is always the same, "I will clean as much as you allow me". I do not fold clothes, move personal items, or move furniture. What is exposed will be cleaned.

Most of my clients quickly learn and actually start becoming more tidy because they want more of their homes cleaned! 

Q: How do you deal with Pets?

A: I ask that you restrain your pets for my safety. Most pet owners think that their pet would never hurt or bite anyone, and this is usually true as long as the owner is around. Unfortunately, pets can behave quite differently when the owner is not present. Many of my customers provide me with unescorted access to their homes and to minimize risk and so your pet is not in my way while cleaning, customers must confine their pets to an area not being serviced such as the lanai, spare bedroom, kennel, cage, garage or tank before I come to your home. If your beloved pet is an “escape artist” please ensure I am informed of this prior to my arrival. This reminds me to take the proper precautions to prevent your pets from escaping outdoors as I enter and exit your home with equipment and supplies if they escape from there confinement.

Q: Why do you not clean stainless steel appliances/products without me signing a waiver?

A: Stainless steel appliances and products are very sensitive due to a protective coating some manufacturers put on the stainless steel surface. For this reason my general liability insurance does not cover stainless steel appliances/products.

The waiver simply gives me permission to clean your stainless steel appliances/products and releases me of any responsibility for reimbursement should any scratches or damage occur. This waiver satisfies my insurance company. Rest assured, I will always be very careful.

Q: Do you change linens?

A: I certainly do! The only thing I ask is that you place the clean linens on the bed. I will put the dirty linens in your washer or hamper. Please remember that if the clean linens are not on the bed, I will NOT change the bed. 

Q: Do I need to provide a key?

A: There are many ways I approach this. Most of my clients provide a key. I store the keys in a safe location at my office and log them numerically so that no contact information is attached. Some clients hide keys outside or in a lock box (this method is also preferred, lock boxes are available for purchase at large home improvement stores, realtors use these for access to homes). I want you to be comfortable with my services and leave these decisions up to you, as long as they are made before I get to the home. 

Q: What if my scheduled cleaning day is on a holiday?

A: I observe the following holidays: New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day. I will contact you to reschedule your cleaning if your scheduled day falls on one of these holidays.

Q: Will I have the same cleaner each time?

A: I understand that our clients want to be comfortable and know who is in their home for their cleanings. Most of the time it will be me and my wife Jane Marie. Other times it will be just me or my wife.

Q: Do I have to sign a contract for service?

A: Yes, a contract/agreement must be signed for insurance purposes and can be cancelled at any time by either party by phone call or written notice. I will always give as much notice as possible before cancelling service with a client.

There is no time limit on the contract/agreement, and simply lays out the desired cleaning package, any special requests or add on, the price you will pay, and you allowing us to perform the cleaning services requested
(basically, the terms of service on paper).

Q: Why did my service get cancelled?

A: In this type of industry I encounter many different situations that I deal with daily. I like to stress to my clients that I work with them, but not necessarily for them. What this means is that I have the right to refuse any work, job or task whether it be a new or an existing client. I try to offer the best, most customizable, and affordable service to my clients. Sometimes the situation is just not economical for me to work with, or comfortable for me.

I believe that the client is responsible for proper communication, providing the appropriate environment for me to work, and punctual compensation for work provided.

I understand that my service is not for everyone, if I ever feel that we cannot provide complete client satisfaction based on their needs and expectations, I reserve the right to cancel service. This provides an opportunity for the client to find a service that better suits their needs. 

I will always give as much notice as possible before cancelling service with a client.

Q: Are my valuables safe with Enviro Cleaning Service?

A: The most tragic loss is damaging something irreplaceable. If you have any special valuables, heirlooms, or irreplaceable items, please put them away or instruct me not to touch them. A closed door or drawer is your signal that you do not want that area cleaned. I take extreme care around your valuables, but mistakes can happen. If I damage something in your home, I will have it repaired or replaced. When appropriate, I will file an insurance claim.
I cannot be responsible for damage in areas I normally do not clean or improperly installed or faulty items (clocks, wall hangings, shelves, blinds, etc.).
I am also licensed, bonded, and insured! ($1,000,000 general liability insurance)

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Terms of Service:

Pricing:

My pricing is based on my own formula. Prices will not change without being discussed beforehand, but I do reserve the right to change the price of your cleaning according to unforeseen circumstances (remodels, additional occupants/pets, or anything not listed in your original quote). My services are completely customizable, and I am always willing to work with clients for individual requests.

Scheduling:

I try to accommodate special requests for days and times, but my daily schedule can be very unpredictable. Please understand and allow me between the hours of 8:30-5:30 to clean your home (maintenance cleanings). If you would like to call on the day of your service, I will be able to estimate the time in which your house will be cleaned. Also, for regular scheduled maintenance cleanings I will discuss with you the day and time (morning or afternoon) at are first meeting. Please note: First meetings and initial cleanings will be a specific time and day.

I send a cleaning reminder a few days before your cleaning. This email is to remind you, and confirm your cleaning. Please use this reminder to communicate to us any changes that might affect your cleaning. You can also use this time to request an add on or for special requests!

Access:

For your first cleaning I suggest that you meet with me, I can arrange a specific time for the initial cleaning. If you decide to pursue regular scheduled maintenance cleaning services, we suggest hiding a key, getting a lockbox or providing a key for me to keep for duration of your service.

Payment:

Enviro Cleaning Service makes it easy for you to pay for your house cleaning services online or at home! I accept Master Card, Visa, Discover, American Express and PayPal. I also accept debit card payments, checks or cash.

When paying online: Payment must be made and verified before services are performed.

When someone will be home during service: After service is completed; Immediate payment by check, cash or credit/debit card is due; or prepay online before service is performed.

When someone will not be home during service: Leave check or cash on kitchen counter or prepay online before service is performed.

You will need to let me know how you will make your payment before service is performed!

For online payment, I use "PayPal" exclusively. They are known as one of the top online payment processing companies in the USA.

For credit/debit card swiping in person, I use "Square" exclusively. They are known to be one of the top mobile card swipe companies in the USA to process credit/debit cards on a smart phone.

Safety/Pets:

I ask that you not request me to move anything over 25 lbs. I also ask that you restrain your pets for my safety. Most pet owners think that their pet would never hurt or bite anyone, and this is usually true as long as the owner is around. Unfortunately, pets can behave quite differently when the owner is not present. Many of my customers provide me with unescorted access to their homes and to minimize risk and so your pet is not in my way while cleaning, customers must confine their pets to an area not being serviced such as the lanai, spare bedroom, kennel, cage, garage or tank before I come to your home. If your beloved pet is an “escape artist” please ensure I am informed of this prior to my arrival. This reminds me to take the proper precautions to prevent your pets from escaping outdoors as I enter and exit your home with equipment and supplies if they escape from there confinement.

I have the right to refuse any job or task (moving furniture, climbing ladders, using chemicals, cleaning specific areas, etc.).

Special Service Requests:

When you sign on with Enviro Cleaning Service you will receive a list of cleaning duties that will be performed. If you need special services like any of the add on services (refrigerator cleaning, window washing, oven cleaning, etc.) you must make arrangements for these services at least one week prior to your scheduled cleaning day. I may not be able to accommodate an Add On request the same week that it is requested do to time scheduling conflicts.

Keys:

If you are not going to be home, I need to be provided with a key or access to a key and alarm code if you have one.

Equipment/Cleaning Chemicals:

Enviro Cleaning Service will provide all necessary equipment and cleaning supplies. If you have a special request, such as the use of your own special product or equipment for a task, please let me know.

Stainless Steel Appliances/Products:

The cleaning of stainless steel appliances/products will only be done if a customer signs a waiver due to the sensitivity of stainless steel appliances/products! This waiver is signed for insurance purposes!

Breakage Policy:

I take the utmost care in cleaning, however, if I accidentally break or damage an item a note will be left and I will call you to find out the value of the item and will have it repaired or replaced. When appropriate, I will file an insurance claim. I cannot be responsible for breakage or damage in areas I normally do not clean or improperly installed or faulty items (clocks, wall hangings, shelves, blinds, etc.).

Cancellation Policy:

I understand unforeseen circumstances occur, and ask for a 24-hour notice. I charge no cancellation or reschedule fee.

Issues/Concerns About the Service Provided:

I will leave a check off sheet, which will summarize the cleaning services provided that day and if I encountered any problems while cleaning the home. If you have any questions please phone me immediately so we can address your concerns.

Complaint Process:

If you have any questions or concerns about your cleaning, please contact me immediately. Due to the nature of this industry, I need my clients to contact me immediately with questions or complaints. Every home is different, and every client has different expectations. I do my best to ensure the client's happiness, but cannot assess and correct a complaint if too much time has gone by. 

With my 100% Customer Satisfaction Cleaning Guarantee, communication is key! Please let me know within 24 hours of the problem at hand, and I will arrange to re-clean the area in which you are dissatisfied (no extra charge).

Correspondence with me should be respectful and professional. I do reserve the right to refuse refunds & future service based on negative correspondence with clients. As a professional service, I expect a professional relationship with my clients.

 

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