Frequently Asked Questions
What makes Spotless Clean different than all the other services?
We have extremely high standards which have exceeded all our clients' expectations as to what a "cleaning company" can do for your home.
We are fully bonded and insured for your peace of mind and will supply you with some of our outstanding references upon request. We have never had a claim or complaint against our insurance.
We don't know of any other companies that use real trash can liners, or all microfiber rags and dusting clothes - and certainly they don't go out and buy brand new ones for each client like we do. You can rest assured that we are providing you with a great cleaning value - because you truly are getting the best. We do what we say we are going to do each and every time.
We are an owner operated service and have chosen to stay small and provide exceptional clients with exclusive services. This is why we will always provide you with a personalized service, and a job that isn't rushed. We only book a limited number of jobs per day, and we will spend as much time in your home as we need too. With our flexible customizable cleaning packages we allow the client to decide exactly how they want their home cleaned on their service day. We can add or subtract rooms from your cleaning to get a price that works for you - and even if you only want your kitchens and bathrooms cleaned, we can do that too.
We are a new kind of cleaning company. We take care of all your cleaning needs: Heavy duty scrubbing, shining, washing, and organizing your home. Let us know what your custom cleaning needs are, we will do our best to do it all! We strive to be the best and we have many outstanding references who will say that we are!
Do you have a guarantee? What if I'm not satisfied?
We do offer a 100% satisfaction guarantee. If you're not happy with our services, call us back within 24 hours and we will come back out to your home or office for no charge to you.
Can I get a refund if I'm not satisfied?
Because of the subjective nature of cleaning, we can not offer refunds at this time, but we do guarantee your satisfaction! By providing you with a detailed checklist of services performed you can rest assured your cleaning is complete and thorough.
Do I need to sign a contract?
Absolutely not! We have a service agreement that lists our policies and procedures that we request all clients read over and sign but it is not a commitment contract. We offer contracts to regular clients who are looking for services long term for a discounted rate if they wish to commit.
What are the terms of the cleaning contract? We are offering $10 off every cleaning when you sign a 6 month contract and $20 off every cleaning when you sign a one year contract. You don't have to sign anything until after your initial cleaning. Please ask for more details. The contract and full explanation will be included in your welcome packet which we send to all new customers.
What services do you offer?
Our routine house cleaning service packages that are each fully customizable guarantees you the exact service you're looking for! We keep your home in pristine condition by thoroughly cleaning it each and every time we're in it.
Detailed cleaning lists are provided and your customized list will be given to you at your first cleaning so you can refer to it whenever you need too. If you need to ever add or take away services, just send us an email a few days prior, let us know of the changes, and we will send you an updated service price to reflect the changes requested.
Detailed deep house cleaning includes everything listed and will get your home looking and smelling fabulous!
We also offer complete organization services of any area in the home.
How should I prepare for services?
We ask that you pick up toys, clothing, trash, and other items off the floor, and have the sink free of dishes. This allows us to spend our time efficiently - cleaning and sanitizing your home and prevents any additional charges for additional work performed not discussed during the estimate.
What DON'T you do?
We don't clean up any biohazards from humans or animals including kitty litter pans. We do NOT move heavy furniture or lift anything weighing over 25lbs. We do not climb on ladders or anything else to reach something so we do not become a liability to you. Our insurance does NOT cover the breakage of windows, or of irreplacable one of a kind items or antiques. We request that such items of extreme sentimental or monetary value be moved and/or cleaned by the client and at the very least noted at your first cleaning or in home estimate. We reach high objects with a duster and extension pole. We take these necessary precautions to minimize the risk of injury or damage as much as we possibly can. We have been able to prevent any injuries or damage from ever occuring by strictly enforcing these policies. Changing duvet covers or bed skirts is not included in our linen changing service, and we will not flip mattresses.
How do you determine your fees?
Our fees are per room and are calculated based on the cleaning package you select, frequency of service, amount of people and pets living in the home, and the size and condition of the home.
Why is the price of my first cleaning higher?
The first time we come out to clean your home or office, the job is scrubbing and labor intensive as we get all areas cleaned to sparkling high standards.
As a professional cleaning service we take great care to get into all the nooks and crannies and make sure everything in your home is clean! From vacuuming heating vents, to polishing cabinets and stainless steel it takes additional time and work to get your home 'spotless' the first time. Once we've gotten your home spotless, it is much easier to keep it that way with regularly scheduled cleanings and that is why the price is reduced.
Do I need an initial cleaning if I'm just switching companies?
Yes. We've cleaned so many homes who have had previous cleaners or companies. Most of the time it will actually take us more time to clean your home to OUR standards and to get every bit of dirt and grime that's been left behind - after all your looking for a new service for a reason, and the number one reason we hear all the time is simply that the job wasn't done well. When we come in we are doing a thorough, labor intensive, time consuming heavy duty cleaning and need to compensated accordingly for our efforts regardless of the fact that you've paid another company that didn't do a good job.
Do I need to be at home when Spotless Clean comes to clean my house?
It is not necessary for you to be home while we're cleaning. During our in home estimate is when we can discuss all cleaning specifications. Obviously if you choose not to get an in home estimate we will need you to meet us at the location to allow access, give us a quick tour, and tell us anything we may need to know, and get your final rate. We take detailed notes on your home and your specific needs so we can get your home to a condition that will exceed your standards. It is at this time also that many of our clients give us a key to their home or agree on a designated spot to leave a key for us. You are of course more than welcome to stay while we're working, but please keep in mind we need the areas we're working in to be accessible to us and ready to be cleaned PRIOR to our arrival. This includes any straightening up, and/or moving furniture that needs to be cleaned behind. Please also note that if you are home and about the house we can not re clean rooms that have already been cleaned. If rooms are not accessible to us at the time we are ready to clean them, we will have to skip those rooms as we can not go from floor to floor to different rooms. We have a very specific method of cleaning and these types of distractions will cause us to miss things while cleaning. We are not responsible for items missed if distractions prevent us from doing our job correctly.
Do you come with your own supplies and do I need to provide equipment?
We bring all equipment and essential supplies. If you prefer us to use your equipment or supplies that is fine as well.
How do I pay for services?
We accept cash, checks and credit cards We require credit transactions to be requested PRIOR to your cleaning appointment - and please do NOT use your checking account to pay electronically. There is a THREE DAY PERIOD if you would like to pay by electronic check. Credit card payments are required to be received before 7am the morning before your scheduled cleaning. They are done through paypal email invoice and will need to be processed and confirmed in order for us to come out. For any cleanings $100 dollars or less, and all one time AND initial cleanings, CASH is the required method of payment. Payment is due the day of service before services are rendered (even if you're home). We ask that you please have payment on the kitchen counter in an envelope clearly marked for Spotless Clean. These policies are put in place simply to ensure payment is received as mutually agreed upon for the work we perform. *$5 off for cash paying clients after intial cleanings or services over $100*
Why is payment due before you actually clean?
We require that payment is made before services are rendered to avoid any unnecessary problems. There have been instances where (when we did not require payment beforehand) we have been made to wait for long periods of time for the client to return home with payment after going out while we clean. Unfortunately, we do not have the time to sit around for hours aimlessly waiting for a client to return with payment. And we also do not have time to come back to your home later to collect the payment as we have other clients on our schedule. If you want to confirm the validity of our business, feel free to look us up on the Maryland Department of Labor and Licensing Website. We are listed under 150 Carvel Beach Rd. as our office has moved since we registered. If you are unsatisfied for any reason, we are always willing to come back and re-clean any areas at your earliest convenience. Please also feel free to give some of our references a call, and read through our testimonials page which are all REAL quotes from REAL people received through a conversation, email, or satisfaction survey.
What about my pets?
We love pets and are comfortable with them being out and about during cleaning at your discretion. If you have an aggressive breed or larger dog, they must be locked away for our safety. Also, if you'd like to see your freshly mopped floors in pristine condition and with no doggy/kitty prints, we can put your dogs outside or in their crate while we're mopping, and then bring them back in when we're done.
Do you offer evening and weekend appointments?
At this time we accept appointments with a $250 minimum on the weekends and in the evenings.
Do you offer discounts?
We are offering discounts for contracted clients only at this time.
I've never hired a cleaning company before, how do I get started?
Submit a quote request so you have an idea of the estimated cost for your home. Keep in mind these are only estimates and we try our best to stay in the range given in the inital quote. Obviously if the work is significantly more than expected or significantly less the final price will change accordingly. It is for this reason that we HIGHLY recommend in home estimates. In home estimates are free within a 15 mile radius of zip code 21061. If you're home is outside the 15 mile radius we require a $10 dollar fee to cover our travel expenses.
During your in home estimate, we'll be able to meet in person, and discuss your specific cleaning needs and ease any concerns you may have about having someone else clean your home. From this point we will be able to more accurately estimate the amount of time necessary in your home and price accordingly. We can answer any of your questions, go over the service agreement, and schedule your cleaning day. From then on, expect our services to exceed your greatest expectations for how clean your home can be, and how much our services can simplify your life!
We start all new clients with an initial deep cleaning, then switch to routine cleaning service at a frequency that suits them. House cleaning is hard work, and a first cleaning or one-time is by far the most labor intensive as we are bringing a house up to sparkling clean. Single family homes can take anywhere from 3-8 hours to bring up to pristine condition. After the first deep cleaning, it will ultimately take less time (on an ongoing basis) to maintain that new high level of cleanliness.
The difference between all these options is simply your desires and expectations. We'll start up your service any way you'd like, and we'll work as hard as we can on what ever type of cleaning you prefer. We're here to make your life easier, just let us know how we can start.
