Ask Teresa

Ask away! Here are some answers to some Frequently Asked Questions about Teresa’s Family Cleaning home and commercial green cleaning services.

Call Teresa’s Family Cleaning and our friendly staff will be glad to answer any other questions you have.

How do I pay for services?
Do I have to supply you with a credit card?
What if I have to cancel?
Does someone have to be home while the cleaning is going on?
Will I get the same crew?
What if I need some extra time?
Do I have to supply anything?
What if I am not happy with the services?
Do I have to pay for full hours?
Can I set the time and day for my cleaning?

How do I pay for services?
All payment is due at the time services are rendered. Our policy is to obtain credit card authorization for the initial cleaning. We keep that information on file. Should you ever forget to leave payment, the card would be charged 24 business hours later. We accept cash, checks and most credit cards.

Do I have to supply you with a credit card?
Yes. We will not schedule any home or commercial cleaning jobs unless we have obtained a valid credit card.  We keep this card on file in conjunction with our payment, non entry and cancellation policies.  All customers receive literature clearly stating our terms and conditions.  We are happy to accept cash and personal check for payment.  We do not bill at a later time.

What if I have to cancel?
We do have a cancellation policy.  Unlike most other cleaning companies you sign no contract with Teresa’s Family Cleaning.  The only thing we ask is that you cancel any appointments the day before by 9 am or there is a $50 cancellation fee.  Our offices are open at 7 am and we do not close till 7 pm – Monday to Friday.  We are open on Saturdays from 8 am till 3 pm.  Monday appointments have until Friday by 9 am to cancel.

Does someone have to be home while the cleaning is going on?
No. It is nice to meet the crew and go over anything in your home you feel is pertinent.  But it is not necessary as the rep who books the job will record all the details for your home or commercial cleaning over the phone.  Some of our customers give us garage codes, hide the keys on the property, leave a back door open or give us a key to keep on file. We hold about 80% of our customers’ keys in a locked safe. Keys are then dispatched in the morning the day of the cleaning. At the day’s end our nighttime secretary signs in all keys and securely locks them up.

Will I get the same crew?
Unless there is an absence on the crew we try to keep the same crew in our customer’s home.  If there is an absence at least one person on the crew is familiar with your home and they will fill the other person in on what’s important in your home.

What if I need some extra time?
If you need extra time please just call the office the day before to let us know. If you do call ahead, most times we can accommodate this request.  In turn, we appreciate being warned in advance if any of the following occur (which can make our cleaning take longer): construction in the home; the home gets very busy for a month; grandparents visiting; painting has been going on; pets have been added; a very large party; and so on.

Do I have to supply anything?
No. We bring all our own equipment and supplies. We use only Green Seal certified products that are safest for our customers and the environment.

What if I am not happy with the services?
We GUARANTEE your satisfaction. After the first cleaning our crew leaders will ask if you would like to take a walk through the home to inspect the work.  It is strongly recommended to all of our customers that they take that walk. If anything has not met your total satisfaction, please mention it.  Our crew will rectify anything for you at this time.  If you feel that something has been neglected on a scheduled maintenance basis, just call our office within 24 hours of the service and we will return to rectify it and to take notes to ensure that it does not happen again.

Do I have to pay for full hours?
After the two-hour minimum we round times off to the nearest quarter hour.  For example, if the crew in your home was there for two hours and 19 minutes, we would round that off to two hours and 15 minutes. On a schedule you are paying flat rate to clean whatever was cleaned on the initial cleaning. Each flat rate comes with a time limit that cannot be exceeded.

Can I set the time and day for my cleaning?
You can choose whatever day provided we have availability—it will then become your set day. The only set time we can promise is the 8 am arrival time because it is the first appointment of the day. You can request a morning or an after 12 noon arrival time, and we can accommodate these requests. All arrival times are approximate. We do call all customers the day before each cleaning to let them know the approximate arrival times. We give arrival times within the hour. For example between 12-2 we will come to your home. Fridays and Saturdays are two of the most popular cleaning days of the week so we ask that you remain flexible on the arrival times for these days.

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