Q?

Should I have a Spring Cleaning every year?

A.

Many of our clients do have a Top To Bottom Select Cleaning annually to maintain those out-of-reach places that are not a part of the normal, weekly or bi-weekly routine. It’s less expensive than the first time Top to Bottom cleaning because the rest of the house is already at maintenance level if we are servicing your home!

Q?

What if I need to change my day of service?

A.

Just tell us what day works best for you. We have a large staff and can accommodate most requests. Please keep in mind we do have a 24 hour change/skip cancellation policy for all recurring customers. However, we understand emergencies happen and will accommodate accordingly.

Q?

Do I have to tip your employees?

A.

No, it’s not expected, but it is greatly appreciated for work well done.

Q?

What if I need additional cleaning services?

A.

We’re not a franchise–we can do what you want. Just call the day before to make your special requests and we will quote you a price for the additional time. Ovens, fridge, changing sheets? Yes!

Q?

What if I have to skip or cancel my service?

A.

For recurring customers (weekly, biweekly or monthly), give us 24 business hours notice of your change in plans and we will promptly reschedule or cancel your service.

Q?

Are my things safe with your employees?

A.

We conduct National and County criminal background checks on every prospective employee, we verify job history, and conduct employment verifications. Our outstanding record of quality hiring and our low employee turnover make us one of the safest services worthy of your trust. We rank safety and security at the top of our business priorities.

Q?

Who provides the cleaning products and equipment?

A.

Dust and Mop will provide most of the product and equipment. However, we ask that the customer supply 3 items. A vacuum, a mold/mildew remove for the bathroom tile and hardwood floor cleaner. If your home is being cleaning for a move in/move out cleaning and is empty, we will supply you with everything needed for your cleaning.

Q?

Do I have to be home during service?

A.

No. In fact, our customers understand and know the great lengths we go through in our hiring process and are very comfortable with not being home for the cleanings. Most of our clients give us a key, garage code, hide a key (you name it, we have done it) to gain access to their home.

Q?

What about my pets?

A.

We love pets. When our employees are hired it is a MUST that they love animals. We will treat your pets like our own. We will note any special instructions on the Cleaners work order so they know how to interact (or not interact) with your pet. We ask that any aggressive pets be put into a holding area while our cleaning is in the home. Sorry, we are not insured to let your pets outside or take care of pets in anyway.

Q?

Do you work on Saturday?

A.

We take employee volunteers to work on Saturdays to meet the needs of our customers. Our employees are a such a valuable part of our team. We like to give them the weekend off to relax and spend time with their family. So we leave it as a voluntary workday. If you are interested in a Saturday cleaning, please inquire with our scheduler

Q?

What day and time will you show up to clean?

A.

It depends on what type of cleaning you would like to schedule. We clean Monday through Friday between 8:00 and 5:00 p.m. You can pick an arrival time of either: 8:00 to 9:00 a.m. or 12:00 to 1:00 p.m. Our clients are not stuck waiting all day for us to show up!

Q?

What if I’m not satisfied?

A.

We are a locally owned business and our customers feedback is extremely important to our company. We have excellent customer service. We ask that our customers call the office within 24 hours of their cleaning so we can immediately address any challenges from the cleaning. Our work is 100% guaranteed.

Q?

When do I pay for the service?

A.

Payment is accepted at the time of your cleaning. One time and the initial first cleaning require a credit card payment. Recurring services can pay by credit card, check or cash. We do require a credit card number to be on file.

Q?

Do I have to sign a contract?

A.

The Dust and Mop contract is that we will do a great job! We do not require any customer to sign a contract. You may cancel any time you wish. You’ll only be required to confirm your appointment and agree to our terms of service which requires notification to cancel an appointment within 24 hours for recurring services. Our Top to Bottom cleaning has a 7 day cancellation policy.

Q?

What if something is damaged or broken in my home?

A.

The care of a customers home is one of our top priorities. We always do our best to prevent breakage but it does happen occasionally.

Normal Wear and Tear vs. Employee Breakage

Normal Wear and Tear:  What do we mean by normal wear and tear?  Homes are lived in and like anything else they being to break down or items may not be properly installed.  We cannot be responsible for items that break during normal usage.  For example, blinds broken while cleaning, vacuum breakage, handles/faucets falling off or breaking, lights falling off ceilings, legs falling off of furniture,  items not properly secured, etc.  Yes, all of these things have happened while cleaning homes over the years!  Fixtures and items in homes begin to break down and we ask our customers to be understanding that there is a difference between breakage and normal wear and tear.

Breakage: We have a no punishment policy for breakage with our employees.  This means that our employees are never get punished for reporting breakage.  When our cleaners do break items (that was their fault), it does happen occasionally, we will pay up to $100 per breakage item, when value is verified.  Please remove expensive figurines or irreplaceable items to a location we do not clean or have us skip that area if you do not wish to accept the risk.  Breakage values over $25 must be verified before replacement, please save the broken item for our inspection and/or repair.

 

Q?

Why are some services cheaper than others?

A.

Because they should be! The underground market (aka “trunk-slammers”) seems less expensive but in the long run it really isn’t. They give the cleaning industry a bad name by not paying taxes and hiring employees that are here illegally. Background checks are typically not completed in the “trunk slammer” market. For an eye-opening report on the “independents” vs. the “professionals” download this Free Report - See more at: http://www.dustandmop.com/housecleaningfaq/#sthash.baunOleL.dpuf

Q?

Are you a franchise?

A.

No, we just look like one because we are just as professional. But, we have the freedom to provide you with a more customized service and our prices are usually slightly lower than the franchises. - See more at: http://www.dustandmop.com/housecleaningfaq/#sthash.baunOleL.dpuf

Q?

Are you insured and bonded?

A.

Yes! Your safety and protection is top priority. We carry a $2,000,000 general liability policy and a $10,000 bond.

Q?

Are your housekeepers employees or sub contractors?

A.

All of Dust and Mop cleaners and office personel are employees. We do not sub contract any of our work.

Q?

Does your staff speak English?

A.

Yes, our employees must be able to read, write and speak fluent English because we offer a customized cleaning for our clients. We do not use illegal labor which is common with many services. For security reasons, be sure you are dealing with a legitimate professional service.

Q?

Do you do background checks & thorough screening?

A.

Absolutely. In face, we complete two background checks. A national and a local. It is important to not only ask if we do background checks but what is the hiring criteria of the company you are hiring. At Dust and Mop, we do not hire any candidate that has anything in their background (outside of a speeding ticket or minor moving violation). You’d be shocked at who does not pass. Do you know who is cleaning your home?

Q?

Do you take credit cards?

A.

Yes, we accept: Visa, Mastercard, American Express and Discover. In addition to credit cards, for recurring customers, we accept check and cash.