FAQ - Frequently Asked Questions

Scheduling

 

1. Cleaning and General Questions

Q: How many cleaning technicians do you send to clean?
A: We always send teams of at least 2-3 people and on rare occasions, teams of 4.

Q: Do I need to provide supplies or will the teams bring them?
A: Our teams will bring all of their own professional supplies and equipment.

Q: What type of cleaning solutions do you use?
A: We only use professional cleaning products: Glass cleaner, multi-purpose cleaner, and floor cleaner are all green seal certified. Most of our products are mild and unscented, although our shower cleaner does have a scent but is green. We clean wood, tile, & linoleum floors with a very mild neutral Ph floor cleaner (similar to Bona brand). Laminate floors are cleaned with our laminate floor cleaner. We use stone floor cleaner for marble and slate.

Q: Where do you put the trash that you remove from my house?
A: We will place your trash and recycling in your central trash containers in your garage or outside. Please specify where they can be found. If you do not have trash cans because the home is vacant, then the bags can be placed in the garage. Please specify in advance if you have any special requests in this regard.

Q: What kind of mops do you use?
A: We use a fresh, clean high-quality microfiber flat mop pad that is wrung out so as to be damp and not overly wet. We will use a separate mop pad in the living areas than the restrooms in your home. We do not use string mops or re-use any other type of mop as it would meet our hygienic cleaning standards.

Q: Can your teams use my supplies to clean with?
A: If you have a special floor cleaner or other cleaner that you prefer for your homes specific surfaces, please communicate this in advance to our office staff. That we can be sure our cleaners are not only trained to use this specific product, but that we remain compliant with safety procedures. To do this we will print out the product MSDS sheet ahead of time and review. Special request are handled on a case by case basis so please contact the office any time you have a request.

Q: Can your team use my central vacuum system or upright vacuum?
A: Yes, we can use your central vacuum system if you prefer us to. However, we do not use standard upright vacuums that are not owned by our company. Please do let us know if you have a central vacuum you prefer used so that we can make sure to note that in your electronic work order so our teams will know your preference.

Q: How do I leave special instructions for the cleaning teams?
A: It is best to call or email our office to give them the special instructions. We will be sure to communicate your request to our cleaning technicians.

Q: Do I need to do anything to prepare for a vacant or move out/in clean?
A: We do need electricity, gas and water to clean so please make sure your utilities are still functioning. Please also make sure plumbing is functioning including toilets flushing well and not leaking. ProCare will not be responsible for any leaks which happen when we are cleaning as these are not under the control of our cleaning staff so please be sure all plumbing is in good working order.

Q: Why can’t your teams clean up animal or human waste or vomit?
A: For health reasons & the safety of our teams, the teams will not clean blood, feces, vomit or urine from animals nor humans, beyond normal toilet cleaning.

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2. Billing & Pricing Questions

Q: Do I pay per hour or a flat rate fee?
A: For 1 time or 1st time deep cleans, we will usually charge an hourly rate. Regular maintenance cleans will be charged at a flat rate in most cases. If you have a special need in this regard, feel free to call our office and we would be happy to discuss it with you.

Q: When do you charge my credit card?
A: If you have asked us to keep your credit card on file for billing for regular, re-occurring service, we will charge credit cards the day of the cleaning once all work is completed. For move in/move out cleaning we would charge a minimum deposit of $140 to reserve, & the remainder is to be charge when service is completed.

Q: How much notice do I need to give to change or cancel an appointment?
A: You need to change/cancel AT LEAST 24 hours before your scheduled visit. If your change/cancellation is less than 24 hours notice, we will charge $50 late cancellation fee to cover the cost of re-dispatching and re-scheduling. We are often not able to fill a last minute vacancy resulting from a late cancellation so please let us know at your earliest convenience so we can allow another client to be able to book the time.

Q: Am I required to sign a “contract”?
A: Absolutely not! No contracts, no stress is our policy. You may stop or start service as needed to accommodate your needs, as long as you remember to cancel service a minimum of 24 hours in advance, and preferably sooner.

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3. Pet Related Questions

Q: Do I have to kennel my dog while you are there?
A: Many of our clients leave their pets roaming free with no problems at all. However, if you have a dog that may be nervous, anxious, or aggressive in your absence, please do contain the pet. That way our cleaners will be able to clean without the worry that they may upset or scare your pet, and avoid being bitten. We know most dogs are fine, but if you are not 100% confident in your pets possible reaction to people in their home without your presence, please err on the side of caution and secure them.

Q: My cat or dog can’t go outside. How do you handle this?
A: If you have an “inside only” cat or dog that may try to slip out when the cleaners come in or out, please advise us in advance so we can be aware and take care to not let them out when we are entering or exiting your home. Occasionally there is a pet that will hang out by the door waiting for an opportunity to slip by someone who is opening the door to enter or exit. If you have a pet who may do this, please be sure to let us know, and please consider containing the pet. We will always be aware and do our best to help in this area, but can’t guarantee that a pet roaming free would not be able to slip out past us if they were intent on doing so. Please communicate this concern to us whether you will be home or not.

Q: Why can’t your teams clean up animal or human waste or vomit?
A: For health reasons & the safety of our teams, they teams will not clean blood, feces, vomit or urine from animals nor humans, beyond normal toilet cleaning.

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4. “My Key” Questions

Q: How do your teams enter my home?
A: Different clients have different preferences in this area. Choices include:

  • 1. Leave a key for us and tell us where it is during the signup process. Please specify what you want us to do with the key when finished, whether it be to place it back where found, or leave it in the house in a specific location, etc.
  • 2. Provide us with the garage or electronic entry code.
  • 3. Use a “realtor” style combination lockbox to safely secure a key somewhere on the premise and provide us the code and location of box at time of booking.
  • 4. If you are home, of course, you can just let us in, but don’t forget to let us know how you would like us to secure your home when leaving if you will not be home when our team departs your home.

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5. Scheduling Questions

Q: Can I request my cleaning at an exact time?
A: We generally do not set exact appointment times due to the nature of cleaning times and travel time variance. We can however, provide you with an arrival time window if you would like us to. Just email or give us a call. We will do our very best to meet your needs based on our availability

Q: Will the same team always come to my home to clean?
A: Most of the time the same team will be cleaning your home. We try to keep teams as consistent as possible. We do train 2 teams to clean your home so that they can help out if your regular team were to be unavailable, which is usually due to a vacation day or illness. All cleaners are trained in the same exact way, and your specific needs are noted in your electronic work order so we can be consistent even if someone were to have the day off.

Q: How much notice do I need to give to change or cancel an appointment?
A: You need to change/cancel AT LEAST 24 hours before your scheduled visit. If your change/cancellation is less than 24 hours notice, we will charge $50 late cancellation fee to cover the cost of re-dispatching and re-scheduling. We are often not able to fill a last minute vacancy resulting from a late cancelation so please let us know at your earliest convenience so we can allow another client to be able to book the time.

Q: Can I change my day of cleaning after signing up? I usually want Mondays but I need to be cleaned on Tuesday this week?
A: Yes, you can change your dates. We have very flexible scheduling and will accommodate your request as long as our schedule has the availability you need.

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