FREQUENTLY ASKED QUESTIONS
1. Must I be at home when you clean my house?
It's your choice to be there but it's not necessary. Many of our clients prefer to leave us a key in a safe place each visit and entry/exit codes are given. Any other way to access your home can be arranged once a regular cleaning schedule is set. A lockout fee of $30 will be added if we cannot access your home, this fee will be added for the time and travel of our Teams. Please remember to disarm your alarm system the day of cleaning.
2. How do you protect my keys?
The key is issued on the day of cleaning and returned. Keys cannot be traced to you, your home or information in your account.
3. How many people will clean my home?
One person is scheduled to clean a home but for larger cleaning projects or when needed due to scheduling we will have a larger team, you will be contacted with that information prior to your cleaning.
4. What are your house cleaning rates?
Prices are based on the size, location and specifications for the cleaning of your home. We would be glad to discuss your needs by phone or in person to accurately provide you with an estimate to clean your home.
5. How do I pay for your residential cleaning services?
We require payment at time of service. We accept the following payments: check, card or cash.
6. Is your house cleaning work guaranteed?
All work performed by WV Cleaning Service LLC is backed by a 100% Satisfaction Guarantee. Should you find yourself unsatisfied with the work we've done in your home, simply call within 24 hours of your clean, and we will re-clean the area you are dissatisfied with, at no cost to you.
7. Are your housekeepers trained and supervised?
All Team Members are trained and training continues as we learn about new products or methods and to reinforce prior training. Periodic cleaning visits will be done during cleanings to ensure the quality of our service.
8. Do I need to provide my own house cleaning products?
Our Team Members will always arrive at your home with cleaning products and equipment. All of our products are environmentally preferable and are safe for small children and pets. We'll be glad to use any products that you may have to clean specific or delicate areas, exp: Granite / Wood Floors, Oven Cleaner or other flooring / stone... If you do not supply the cleaner, we will use mild dish soap / water. ((Since we do not know if your bathroom has adequate ventilation, we ask that any heavy or Mold cleaner is sprayed the day before or a few hours before our arrival. Many products that kill Mold or Clorox are not safe for our Team Members to breath and inhalation can cause health problems.
The following items might be used at each home if available, so that we are not cross contaminating homes with germs, pet dander/ hair or other allergens: mop, broom, sponges, paper towels and cleaning rags.
9. Will I always have the same service team?
We make every effort to have the same Team or Team members in your home. Occasionally there may be changes due to personal day/time off, weather, holidays, sickness, scheduling conflicts......
10. Do you offer house cleaning gift certificates?
Yes. You can purchase a cleaning gift certificate for just about any occasion
11. Can I reschedule the day of cleaning?
If you anticipate needing to change your cleaning day, ideally, we would like a minimum of 24 hours in advance. We'll move your visit to another more convenient day. *An additional charge may be added on rescheduled cleanings, this charge will depend on the time in between the last and next scheduled cleaning.
12. Do I need to do anything before the cleaning?
The best way to prepare for your cleaning is to straighten up as much as possible. That way our Team Members can focus on cleaning and not picking up.
13. Is a contract required for service?
No contract or obligations required, however it can be negotiable with the client and if there is a contract there will be some type of discount.
14. What should I expect on my first cleaning?
We will arrive at your home, we will be equipped with all the cleaning supplies and equipment needed to thoroughly clean your home. The first cleaning generally takes the longest, as we will need time to get acquainted with a new environment. Future cleanings will move along faster.
15. May I tip my house cleaners?
You do not need to tip but if you would like to tip Teams or a Team Member, it would be appreciate it or if you would like to recognize your cleaner/s for an outstanding job, please let us know.
16. What will your team not clean?
For sanitary reasons, our teams have been instructed to not clean pet or human feces, urine, vomit, or blood.