Home Cleaning FAQ
Here are a few Frequently Asked Questions to help your learn more about Boise Clean Pro, our policies and how we can best work with you.
What’s a man hour?
That’s 1 man hour. For example, if you purchase 3 cleaning hours, you’ll get 3 man hours of cleaning from the time they arrive at your home until the time they leave. If we sent 2 Professional Cleaners, they would be there 1.5 hours (1.5×2=3).
How do I know that you are a reputable company?
Great question. Beyond being fully licensed & insured, we have a proven track record of highly satisfied customers (in fact, so satisfied that we get most jobs from referrals). You also have the confidence of having our guarantee.
Are you licensed?
Yes. We carry several licenses, designations and certifications. We are a licensed General Contractor. Our cleaning teams are certified by the IICRC and carry many designations such as Home Cleaning Technician, Odor Technician, Carpet Cleaning Technician.
Do you perform the work yourself or with sub-contractors?
All home cleaning is performed by Boise Clean Pro employees. On occasion, we may contract with employment agencies to fill temporary needs.
Are you an IICRC Certified Firm?
Yes, we proudly are. So what exactly is an IICRC certified firm you ask? In order to achieve IICRC-certified status, firms must meet a rigorous list of standards in business ethics and expertise. You can read more about it at the website www.iicrc.org/iicrc-benefit/for-consumers/
Are you insured?
Yes. We carry General Liability, Worker’s Compensation and Auto insurance. Feel free to ask to see a copy of our insurance certificate.
Do you carry Worker’s Compensation Insurance?
Yes we do. A quality service provider will cover their employees with WC. It’s worth noting, that a service provider is not obligated to cover herself with WC even if she performs the work. even if they don’t meet the state’s minimum requirements.
What does your pre-employment screening consist of?
We check driving records and criminal history as well as a social security number trace. We are a 100% drug-free and smoke-free company, so we also conduct a 6-panel drug test including a nicotine test.
Do you charge on an on-site estimate?
No. We have found a walk through with you prior to signing up for recurring service is a critical success factor. It gives us an opportunity to build the best checklist possible for you and gives you the opportunity to have a clear understanding of our service. It will also allow us to recommend the appropriate amount of time for your service.
How often should I have cleaning?
This really depends on you. Most clients find have us come every 2 weeks. Most toilets, floors can make it two weeks between cleanings without becoming overly soiled. However, going longer between cleans will increase the amount of time needed to clean due to built up soils. Other things to consider are how often you entertain, have house guests and your physical ability to maintain your home between visits.
Do I need to supply any cleaning supplies?
No, we supply all the cleaning items necessary to clean your home including the vacuum and mop. Our Team Members are trained and certified in Hygienic Home Cleaning and they have the knowledge and equipment necessary to clean your home. If you do have a specific product you’d like us to use, you are welcome to provide it with usage instructions and we will add that to your checklist.
Do I have to do anything before the cleaners arrive?
It’s up to you. Clothes, toys, etc will be picked up and placed tidily in the most obvious spot. We routinely do dishes and if dirty dishes are left in rooms we are cleaning, they either be hand washed or put in the dishwasher. We do ask that you think about items of very high or sentimental value. You should instruct us not to clean these items. Cash and credit cards should be locked away for your protection and ours.
Do I have to sign a contract?
No. We do offer a discount to client who schedule Recurring Services. However, there is no contract and either party can cancel. Please see TERMS for details.
How to I provide feedback on my cleanings?
After each cleaning, you will receive an email asking you to rate your service. Timely feedback is necessary to best serve you and improve our service. While we understand it’s sometimes easier to let a provider know about substandard service via email or on a survey, it can make the situation very difficult to rectify. For that reason, we ask that you call our office immediately if you need to let us know if we missed something or if you are dissatisfied for any reason. We take quality and our guarantee very seriously and we ask that clients give us the opportunity to serve them with integrity and quality in an upfront and direct manner.
How Should I pay for the services?
Payment is due at the time of service. We ask all clients to put a credit card on file. If you must pay with cash or check, please ensure the payment is present either on the refrigerator or kitchen counter at the time of your cleaning. Once your credit card number is entered into our system, we cannot ever retrieve the entire number; we can only see the last 4 digits and the expiration date.
Should I tip the Team Members?
If you are pleased with our service, nothing makes the Team Members feel better than a note or a personal “Thank You”. A gratuity is also a powerful way to let them know you appreciate their work.
Will my first cleaning cost more?
Generally, it will take more time for us to clean your home the first time. There are many areas of a home that are not usually cleaned on a regular basis by clients. During an initial clean, we often clean the entire home, not skipping any surfaces. Once the initial clean is done, the regular checklist will allow us to provide consistent service for a consistent charge. It is important to note however, that you should still have us perform a deep clean at minimum once per year.
Can I expect the same Team Members at every service?
We realize this of concern to our clients. Team Members do change jobs, go on vacation, and are sometimes sick. While we tend to schedule the same Team Members each time, we do deliberately rotate them to ensure our team is cross trained and know each other.
Can I expect the same day and time each visit?
Every client is scheduled on a recurring day and time. The actual time of arrival can vary throughout the day based on scheduling, weather, etc. For example, if you were the second clean of the day and the client ahead of you goes on vacation and cancels that cleaning, your home may be moved up to the first slot. You will receive courtesy text reminders (email if you’ve not opted in to text) via our scheduling system, but you should remember that ALL arrival times are approximate and can vary.
What is your cancellation policy?
You can change or cancel your service any time up to 1 business day in advance. Late cancellations incur a fee. Please see TERMS.
What if my cleaning falls on a holiday?
We will reschedule your service for another day within a few days of the holiday, schedule permitting. You can also cancel that cleaning and just skip it. The holidays we observe are: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day.
What if I have something special I would like to have done?
You can add time, add Extras or change your day online. Once you’ve booked, you’ll get a confirmation with an invitation to set up an account. Or, you can call us at the office and we can go through the adjustments with you. We can almost always add on an extra hour, possibly 2 with some notice. If you just need something swapped out on that cleaning, you can call or just leave a note for your Team. If we don’t have enough time in our day to accommodate the request, we are happy to schedule an additional service on another day.
What is your policy concerning children and pets?
We love children and pets. Please remind children that we are coming to clean the home. For their safety and ours, children and pets should be kept out of the rooms we are cleaning in. If your pets like to go in and out, we can add that to your checklist and let them out per your instructions. Please note, if you have any pet concerns regarding safety, we ask that you take steps to properly secure your pet.
My home is small; will you clean it?
Yes. Many of our clients have studios or 1 bedroom homes. are elderly and have downsized. Others are single persons living in smaller homes. Many are working couples who don’t have enough to keep everything up.
What is your guarantee?
If you are not completely satisfied with your cleaning, please call the office within 1 business day of service and we will gladly schedule a re-clean of the area with which you are dissatisfied.
What if something gets broken?
We carry insurance for breakage replacement. If an item can be repaired we will be happy to pay for those repairs; if the item cannot be repaired, we ask that you find a replacement item, provide us with a copy of the receipt and we will reimburse you. With items of great or sentimental value, we ask that you provide instructions not to handle them (via your customized checklist) or place them out of harm’s way. Please place all cash, credit cards, jewelry, etc. in a secure place for your protection as well as ours.