How do I contact you? We do our very best to answer all phone calls and emails received between 8:00 a.m. and 6:00 p.m. If you leave a voicemail or send an email outside these hours, we will respond within 24 hours. Another great way to communicate is to text message Julie. Julie directly: 757-753-7403 Ric directly: 757-706-0841
Will I have the same Cleaner each visit? We make every effort to assure you have your regular cleaning technician each visit. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning technician. If we have to replace a technician, we make every effort to insure the consistency of every cleaning with a detailed service card with your specific cleaning instructions. We will always be respectful in your home. There is not any smoking or eating in your home; we are very carful with our drinks in your home. We do not watch TV or play the radio. They do not answer the phone or door. Our only purpose while in your home is to clean.
Do you have a guarantee? We have built our business on reputation by providing our clients with the best possible service available, anywhere. We realize that because we are human, things will from time to time get missed. Please feel free to leave a note with comments, needs, likes, dislikes, etc. We are here to serve you and your input is invaluable and appreciated. Emailing (alacarteclean@gmail.com) is another way to let us know what your needs are and how we are doing. If we miss or over look anything. Please call Julie directly or email us within 24 hours and we will happily come out and re-clean the area that you are not satisfied with.
What supplies do I need to provide? We provide our own cleaning products including all equipment necessary to properly clean your home, whether your preference is conventional or eco-friendly. We use microfiber-cleaning clothes. If you have specific products you prefer, just leave them out and we will gladly use them. We ask that you provide Magic Erasers & “Blue” Scotch Brite Sponges and a stepladder, for us to clean hard to reach areas. We pride ourselves in our state of the art cleaning practices and are extremely conscientious of cross contamination. Nothing that comes into your home has been used in anyone else’s. NOTE: Please leave these items out on your kitchen counter on the day that we are scheduled to clean.
When do the cleaners visit? Please Note: This is ONLY our window of arrival. We have NO time limit while cleaning your home: Please allow us the flexibility of scheduling our cleaning between 8:00 a.m. to 10:00 a.m., 10:00 a.m. to 12:00 p.m., 12:00 p.m. to 2:00 p.m., and 2:00 p.m. to 4:00 p.m. We try to schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain our pricing. If you require an AM or PM clean time we will make every effort to accommodate your request however no times are guaranteed.
How do I schedule a change? We do our best to stay on schedule. However, if a change were necessary we would ask that you give us as much notice as possible. Please directly communicate with Julie for scheduling changes; our cleaning professionals do not have access to the calendar. If you are going out of town, rather than cancel we would like this opportunity to do some deeper cleaning projects such as, clean the Oven or refrigerator, organize the pantry or linen closets, etc.
Do I need to pick up before the cleaner arrives? The better your house is picked up the better job we can do for you. If there are dishes, laundry, projects etc. - no problem, we will skip these areas until the next visit. Often putting clutter in a container (plastic laundry baskets are the best). Getting things up off the floor by putting them on beds or the couch helps too. If you just can’t get things organized before we come, no problem, we will clean what we can get to.
How do I pay for services? Payment by check or cash is due in full on the day of your service and should be left in the kitchen; we accept no payments in advance of service being completed. In the event payment is not left at time of service, a late fee of $35.00 will be applied. To prevent a late or missed payment fee you can have a credit card on file with A’ La Carte Clean. If you would like, please fill out the credit card authorization form, which is attached. Please make checks payable to A ‘La Carte Clean. A fee of $45.00 will be charged for each check returned by the bank as NSF. We do accept all major credit cards, if you would like to pay by credit card on a reoccurring basis according to the frequency of your cleanings, please fill out the attached form.
What happens if I cancel or change my time? We have no penalties for a change or cancellation of your scheduled service. We understand that life brings challenges and we would like to accommodate those challenges by moving you up a day or two, back a day or two; or whatever fits your life. If we are locked out & cannot clean. You will be charged $35.00. The best way to assure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is yours; it is reserved for just you, if you cancel last minute it cannot be filled! Scheduling arrangements and changes need to be done though our office.
How do you handle my security system? If your home is equipped with a security system, please ensure that it is in the “off” position when we come to clean. You can also set up a Guest Code, and proper directions for use, if you prefer for the alarm to be in the armed position. If the code should change please let us know so you do not get charged a lock out charge.
What happens if something is broken? If you have something that is priceless and/or irreplaceable, Please Put It Away. It is rare, but occasionally something gets broken. Your housecleaners will leave you a note and the item as well will let our office know right away. We will do our best to replace the item. Please inform us at your initial cleaning of items in your home that we should avoid and/or are in ill repair, i.e. a picture not professionally hung, loose knobs/handles, etc.
What are your holidays? We work every day with exception of Christmas and the day after, Thanksgiving and the day after, New Years day, Fourth of July, Memorial Day and Easter. We will do the best we can to reschedule your cleaning if it should fall on one of these Holidays. If you know that you have a special request around these Holidays please give us as much notice as possible for you to get those needs met.
What do you do with pets? We love pets! However due to potential health risks, we do not clean litter boxes, urine or feces. If you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning. Is there anything that you do not clean? We do not clean LCD/LED TV screens & Inside china cabinets