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FAQ’S About Our Cleaning Service
Below is a list of the most frequently asked questions about our cleaning services. I hope they will be helpful.
Q. Is a long-term contract required for service?
Absolutely not. Our services are provided as needed or on a regular schedule to suit your busy lifestyle. There are no long-term contracts or obligations required. We feel that our quality is our contract.
Q. How long have we been cleaning homes?
Some of our cleaners have been professionally cleaning houses since the 90's. AuntieBac began with a single cleaner, Owner Operator and evolved over the last 3 years into a large scale cleaning service for the tri-state area.
Q. Where do we service?
We are based out of Pike County, PA and service the surrounding counties up to 1 hr. away.
Q. What is Green Home Cleaning?
We pamper all our clients and staff with our eco-friendly house cleaning. There is no extra charge for this, The difference is that your home is cleaned with Natural Cleaning Products ... and not of harsh cleaning chemicals. Our families with children and pets especially love this.
Q. Do we furnish the cleaning supplies?
We come fully prepared with everything needed including paper towels and vacuums. If you want a special product used, you may leave it out for the cleaners.
Q. What should I expect on my first appointment?
Your first appointment generally takes the longest, as we will need time to get acquainted with a new environment. Subsequent appointments will move along faster because we are more familiar with the layout, light switches, and outlets. Our cleaners will leave you a communication form with details about your service. If you are a regular customer, there is a printable for you to leave for your cleaner. This allows valuable communication to take place.
Q. Do I need to do anything before you arrive?
Not necessarily. If you've never had a cleaning service 'professionally' clean your home, you will likely need to start with an initial deep clean. If you have a lot of clutter or organizing that needs to be done, we will also need to address that prior to your cleaning service. Some customers find it saves time and money to keep surfaces clear. Moving items around to clean underneath is time consuming.
Q. Will I have the same cleaning person each visit?
Most Days, Yes...You will have the same cleaning professional for each visit. We know how important it is to have someone you know and trust cleaning your home. We will find the cleaner that works best for you and then ask one of our other cleaners to assist every now and then.
Q. Do I need to be home the day of cleaning?
Some customers prefer scheduling cleaning appointments while they are at work or away for the day, while others like to be at home during the process. This is up to you. Regardless of your schedule, you are certain to receive superior housekeeping service - guaranteed!
Q. Can I skip or reschedule an appointment?
If you anticipate needing to change an appointment time, ideally, we would like a minimum of 48 hours in advance. We'll move your visit to another, more convenient time or if you wish, cancel it all together within 7 days of your service.
SOME INFORMATION TO HELP GET YOU STARTED
Additional Information
FACTORS THAT DETERMINE YOUR ESTIMATE
No two homes are alike - rates will vary on the following guidelines
- Condition of your home (neglected areas will consume more time)
- Size of your home in square footage (approximately 1 - 2 hours is required for every 500 square feet, depending on the type of clean needed)
- How often you would like your home cleaned (prices decrease with frequent visits)
- The actual layout of your home (number of stories, etc.)
- Number of bathrooms
- Number of people in residence
- Number and age of children
- Number and types of pets
- Requests for special scheduling
PRE-CLEAN INSTRUCTIONS
A few basic requirements and guidelines
- **Please secure all pets prior to our arrival**
- Please keep in mind that cleaning some parts of your home may require more time than others. If your desired cleaning goal is not achieved within the amount of purchased time, the only ways to remedy this are to secure more time, or specify items on which you would not like us to focus the time cleaning.
- We will not use your vacuum under any circumstances.
- We provide all of our cleaning supplies, if you have certain products you would like us to use, please provide a special written request prior to our arrival
- If you would like the inside of your toilet to be scrubbed, please provide a toilet brush. Otherwise, the service will not be provided. We cannot carry toilet brushes for sanitary reasons
- If you do not want us to dedicate time towards clearing clutter before we can clean or vacuum, please remove it before we arrive.
- If you do not want us to do your dishes, please remove them from the sink and store them away. Otherwise, your sink will not be cleaned.
- If there are items you don't want us to clean or handle, then kindly remove them before we arrive.
BILLING & SERVICE AGREEMENT
PAYMENT
- Payment is due the day of every scheduled visit
- Failure to pay on time will result in late fees
- We are accepting online payments via email invoice or payment by card on file at this time
- We do not honor cash or checks
- Please make the appropriate considerations necessary to cover our estimated hourly rate and any additional work you may possibly require.
- We require a card to be kept on file
CANCELLATION
- If you wish to cancel a cleaning appointment, at least 7 days notice is required.
- If a cleaning appointment is cancelled less than 7 days in advance, or, if the cleaner is unable to enter the house, a cancellation fee/ lock out fee will be charged to the card on file
- If an open ended cleaning is scheduled and cancelled less than 7 days in advance, or, if the cleaner is unable to enter the house, a cancellation fee will be charged
RESCHEDULING
- If a cleaning is rescheduled by the client less than 48 hours in advance, rather than cancelled, a fee will be charged.
- On the rare occasion that the company reschedules a cleaning appointment with less than a 48 - hour advance notice, and has no available openings for another cleaning appointment within the next five business days, there will be no fee
CLEANING TIMES
- Please refer to your copy of our contract for specific information regarding the day, time and frequency of your cleaning.
- We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients will certainly influence our schedule.
- If your scheduled cleaner is going to be more than 30 minutes late, you will be notified.
- If we arrive at your home and cannot enter, we will contact you and then wait a maximum of 30 minutes. After 30 minutes has expired, we will leave and you will be charged with a cancellation fee to the card on file.
PROMOTIONS
- Clients must inquire about all offers and promotions in order for them to be applied. Most discounts and offers cannot be combined. If you have any questions, please feel free to contact us.
SATISFACTION GUARANTEE
This business means everything to us
- We expect and require ourselves to deliver the best service possible. If for any reason you find yourself dissatisfied with our performance, please let us know within 24 hours of our visit. We welcome feedback and will remedy your concerns as quickly as possible, absolutely free of charge.
- If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service that we have provided, we pledge to correct the problem at no charge. Additionally, we ask that you do not re-clean the area in question. We can only fix the issue if it was left as is.
- If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you or provide any form of correction.
- Please keep in mind that if you have purchased hourly cleaning, we can only guarantee that a cleaner will stay and clean for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.
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