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FAQs

Here are some frequently asked questions we get:

PAYMENT

• A 50% deposit payment is due on the day of cleaning before we get started. The rest of the payment will be due once the cleaning is completed.

• We accept the following payment methods: Cash, Debit/Credit, CashApp, and Zelle!

PRICING

• Standard cleaning includes but is not limited to: wiping and dusting, vacuuming and mopping floors and carpet, general straightening up, etc. as requested.
• Deep cleaning includes but is not limited to: Everything in standard as well as wiping down walls, cleaning cabinets, cleaning the oven and fridge, etc as requested.

We understand that it can be frustrating to not know exactly what we charge, but it’s honestly hard to say until we see your home and what exactly you’d like done. We highly encourage you to give us a call so we can schedule your free walkthrough and give you a better idea of the price that will fit the job of your needs.

LATE CANCELLATIONS

We understand schedules change. We ask that you contact us within at least 24 hours time to cancel or reschedule. Cancellations later than the 24 hours time are subject to a $50 cancellation fee. For Monday cleanings, please call by noon of the preceding Friday.

LATE FOR APPOINTMENT

If you are more than a half-hour late getting to your home to let us in for your cleaning, we reserve the right to reschedule at our convenience.

HOLIDAYS

We do not work on any of the following holidays unless agreed upon by the staff who will be cleaning: Ramadan, Eid, Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day.

BULLYING/MISSED AREAS

If you feel that Sue’s Cleaning Crew is not cleaning to your expectations, please be kind and nicely ask the cleaner to go back over the missed area. If any of our staff feel like they are being mistreated, they have the right to terminate the cleaning. Our staff is there to please you to the best of their ability and will gladly fix the problem. In the event that something was missed and not fixed, please call us and we will come to an agreement for the staff to redo or add on something at the next cleaning. Please do not let it go and call right away. If something wasn’t cleaned we need to be made aware of it so we can apply the corrections. We are all human and may make a mistake, but we are willing to do what we can to make you happy.

THE FIRST CLEANING/COMPLETION

First-time cleanings require a free walk-through initially to assess your home and what you’re looking to get done. This is free and typically only takes an hour.

After the job is completed, we’ll ask you to look over our work and to sign off on the invoice to ensure customer satisfaction. We will not be responsible for any additional cleanings or refunds.

SECURITY/ ENTRY

Most customers give us a key to their home or a code to the garage, but other methods of entry can be agreed upon. All keys are marked for identification with a code # (no address or customer name is used) and locked in a secured bag when not in use.

EXTRA REQUESTS

Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of the oven, inside windows, the basement, garage, extra rooms,) so we can schedule the time needed to complete these tasks. We will provide an over-the-phone estimate, however, we reserve the right to adjust the quote, as said task may be deemed to be more difficult/time-consuming than anticipated.

ACCIDENTS/DAMAGE

Because of the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff are instructed to call us at once and to leave you a note advising of the incident. We will also follow up with a phone call to determine the best course of action. In the event an item is damaged or broken, we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order for a settlement to be determined. Sue’s Cleaning Crew is not responsible for damage due to faulty or improperly installed items. Please inform us if any items in your home require special attention. Examples would include broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet,s etc. All surfaces (marble, granite, etc.) are assumed to be sealed and ready to clean without causing harm.

The most tragic form of damage is something irreplaceable of either monetary or sentimental value. Rather than be sorry, the safest way to protect these items is to store them away on the day of cleaning or instruct us not to clean such items.

CLUTTER/ HOUSE PREP

We would appreciate it if items were picked up off the floors, and dressers and counters were organized before we arrive. This allows the cleaning staff to clean more thoroughly. Also, please secure cash, jewelry, and other small valuables. We also ask in the summer months if you could set your air conditioner to an appropriate temperature. In the winter months, we would appreciate that sidewalks and driveways are cleared so our cleaning professionals are able to gain access to your home. If for some reason you do not want a particular room cleaned, please just leave a note or close the door of that particular room.

PETS AND PLANTS

We prefer that you place your pets secured in a room away from the rooms being cleaned. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. Due to the individual care that plants require, we are not able to maintain them.

ITEMS THAT WE WILL NOT CLEAN/CANNOT DO

We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. If you have other items you prefer we do not clean or handle, please call us and we will arrange to avoid those items. Our staff can not climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

HIRING OF SUE’S CLEANING STAFF

All of our staff have signed a Non-Compete agreement with Sue’s Cleaning Crew. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Sue’s Cleaning Crew or for 5 years following termination of the contract, without written approval from Sue’s Cleaning Crew and a possible placement fee of $2,500.00. You agree not to hire past or present staff of Sue’s Cleaning Crew for a period of not less than 2 years from the date the staff member last worked for Sue’s Cleaning Crew. A great deal of time and resources are put into hiring our staff. In the event you feel you must hire a staff member of Sue’s Cleaning Crew in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.

GRATUITY

Although a gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by specifying the amount on the check. Gratuities will not be accepted on credit card payments.

PARKING

Garbage day:

Parking for some cities during garbage day will not allow parking on the roads during the time of your cleaning, please inform the maids to park in the driveway on these days to avoid a parking ticket. If you do not inform the maids you will be held responsible for the ticket cost.

Parking Fee:

All parking fees will be paid for by the client.

WEATHER

In severe weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home, therefore your cleaning service for the day will be canceled. We will call and reschedule your cleaning right away for a different day that will work for you.