FREQUENTLY ASKED QUESTIONS
1. Are you insured and bonded?
Our insurance is among the best available. We're not "just" bonded, but have liability, crime and workman's compensation coverage. Your home, our team members and The Maids Home Services are included in our coverage. If you'd like, we'll send you a certificate validating our insurance. If you are comparing services, ask for specifics on their coverage. Most independents and services do not carry workman's compensation insurance.
2. How do you protect my keys?
Your key is identified with only a number - no name or address. Your key is secured in a locked key storage device to which only our managers have access. The key is issued to the team leader on the day of your clean. The team leader returns the key at the end of the day and management returns it to the secured container. A complete key inventory is performed at the end of every business day. In the unlikely event your key is lost, we will contact you to make appropriate arrangements.
3. Must I be home when you clean?
It's your choice. Many of our customers prefer to give us a key that is secured in our office. Others leave us a key in a safe place each visit; however, this is not a very secure system and we do not recommend it. Alarm systems can either be left off or you can give us entry / exit codes. By far, the most efficient and problem-free way for everyone is for you to give us a key and alarm codes.
4. How many people will clean my home?
We work in teams of four cleaning professionals, one of whom is a team leader (supervisor). Four-person teams prove to be the most efficient because each employee can concentrate on a specific task while in your home. In the infrequent event that someone on the team cannot be present, the three remaining team members ensure that your house will be cleaned on the day we promise to clean it. Our tasks include vacuuming, dusting, kitchen and bathrooms.
5. Will I always have the same team?
That's our goal, but circumstances (like sickness, weather, holidays and accidents) beyond our control may occasionally require a team substitution. Each team receives the same training, follows the same cleaning system and has your personal service records so, if a change happens, your high quality service will continue. We stand behind our guarantee.
6. Are teams trained and supervised?
Team members are trained before they're permitted to enter your home. Training continues as we learn about new products / methods and to reinforce prior training. Each team includes a team leader to see that cleaning tasks are correctly completed. Our Field Leaders make periodic visits to homes to ensure we're meeting service commitments.
7. How do I pay for your services?
Payment is due at time of service. You may pay by cash, personal check, MasterCard, Visa, Discover, or American Express. If you aren't there during our first or special project visit, we ask you for the full estimated amount, plus tax. If it takes less time to clean than we estimated, we'll refund the difference or apply it to your next visit, as you prefer. If it takes more time, we will bill you for the difference or charge your credit card -- your preference. On regularly scheduled visits, we ask you to leave payment on the kitchen counter. If you prefer to pay by credit card, we'll handle that process from our office.
8. What is the cost to clean my home?
Fees are based on the condition and size of the home. If you would like a quote, please click here to email us your information. If you prefer to speak to us, you may call us at 512-419-0021 to talk to our sales representative personally (Monday through Friday, 8:30 AM to 5:00 PM).
9. What areas do The Maids Home Services service?
At this time, we service all of the Greater Austin Metro area with the exceptions of, Manor, Bastrop, Dripping Springs, west of Bee Cave, Jonestown, and Lago Vista. Please call if you have any question on whether we service your area.
10. Is the personal information I provide you confidential?