Cleaning Service
- How do I pay for the service?
- What Are Your Hours?
- Must I be home when you clean?
- How do you protect my keys?
- Who Will Clean My Home?
- Will I always have the same Team?
- Are teams supervised?
- Who Provides Cleaning Supplies?
- What preparation is necessary for the cleaning team to complete the job in my home?
- Will We Be On Routine Schedule?
- Can We Skip Cleaning Sessions?
- If I have pet(s), do I need to secure them while your team is cleaning?
- What Happens If Something is Damaged?
- What if something is missing from my home?
- What happens if one of your employees gets injured in my home?
- What if I am not satisfied with the cleaning that was done?
- How can I provide feedback on your services?
- What Other Services Do You Provide?
Cleaning Service
- How do I pay for the service?
- Cheque For home cleaning service, payment should be made at the time of the cleaning. Most customers pay by cheque and leave their payment in a designated place in the home, such as kitchen counter, if the customers are not at home. You can pay the team directly if you are at home. For office cleaning service, payments are collected on the 15th and at the end of each month.
- Cash For home cleaning service, cash payment is accepted. Please be advised that we don't accept $100 bills.
- Online Payment You can pay on our website. After each service period on the agreement between you and Lotus Cleaning Ltd., we will generate an invoice on your account at our website. You simply login to your account and pay by using your paypal account which is safe and secure.
- What Are Your Hours? Our residential cleaning customers normally prefer weekday cleanings from 9:00 am to 6:00 pm. We typically work 6 days per week (off Sunday) Although, we occasionally have special requests to provide our services at off times and we are set up to accomodate most off-hour requests. Although we cannot guarantee a specific time they will arrive in your home, we do schedule a window time of 2 hours. You may request an am or pm time slot. We also provide commericial office cleaning services which normally requires 2nd and 3rd shift work.
- Must I be home when you clean? This is up to you and we can work out the details. Some customers are home when we clean. Many of our customers prefer to give a key that is secured in our office or leave their key with a neighbor. Others leave us a key in a safe place each visit. Alarm systems can either be left off or you can give us entry/exit codes. By far, the most efficient and problem-free for everyone is for you to give us a key and an alarm code.
- How do you protect my keys? Your key is secured in a locked key safe to which only our office manager has access. The key is issued to the Team Leader on the day of your service. The Team Leader returns the key at the end of the day and management returns it to the secured safe. If for some reason your key is lost, we are required by our insurance company to notify you immediately and to pay to change your lock should you so desire.
- Who Will Clean My Home? Depending on the area and size of your home, you will be assigned a trained cleaner or team of trained cleaners who will clean your home. In the event your assigned cleaner is absent from work we will assign a back up person in their place. All our cleaners will be uniformed and are bonded and insured. We will always respect your home and your privacy.
- Will I always have the same Team? Your home is cleaned by a regularly assigned team each time, always the same day and window of time. You wouldn't have a different team unless informed.
- Are teams supervised? Each team includes an experienced Team Leader to see that cleaning tasks are correctly completed. Field Leaders make periodic visits to homes to ensure we're meeting service commitments.
- Who Provides Cleaning Supplies? Lotus Cleaning Ltd. provides all necessary cleaning supplies and equipment. However, certain surfaces require some specific cleaning products and we will use any product that you request and are willing to supply. In addition, we will (GO GREEN) utilize environmentally safe products at the customer request.
- What preparation is necessary for the cleaning team to complete the job in my home? In order to give you the best value for your money, we suggest that you pick up toys, clothing and other items and make room for us to clean. The teams do not wash laundry or dishes unless specified in the agreement.
- Will We Be On Routine Schedule? Lotus Cleaning Ltd. schedules all our clients unless otherwise requested. Whether you are on a weekly, bi-weekly or monthly rotation, you will be on a scheduled rotation for a specific day and time. We will work out a schedule for your cleanings when you initially sign your sales agreement. We strive to maintain these schedules as closely as possible. However, there are times when the schedule may be deviated from due to weather, emergencies, holidays, etc.
- Can We Skip Cleaning Sessions? People have busy lives and we try to accommodate and add convenience to your life. If you plan a vacation or take time off or just want to skip a scheduled cleaning, we ask for "reasonable" prior notice. We prefer as much advance notice as possible but, we expect a minimum of 48 hour notice for any cancellation otherwise, you may be asked to pay 50% of cleaning fee.
- If I have pet(s), do I need to secure them while your team is cleaning? No, Our employees are all animal friendly. Should your pet(s) be very protective of your home when you are away, we would ask that you secure your pet(s).
- What Happens If Something is Damaged? We are completely respectful of your home and possesions. Our staff takes every precaution possible to protect your property. However, we know that accidents do happen. In the event of any property damage, please call us within 24-hours to report the demage. We will immediately contact our insurance agency and will make every effort to repair or if necessary, replace the item. We are fully insured and bonded.
- What if something is missing from my home? This is never a good feeling. We suggest that you try to remain calm. Retrace your steps. We have found that 99% of the case is that the missing item will be found within 24-hours. (It happens all the time). However, if it is not found or the disappearance is obvious, please give us a call immediately. Give us a complete description along with any serial numbers or distinctive markings. We will work diligently with our insurance and bonding companies to correct the situation as quickly as possible.
- What happens if one of your employees gets injured in my home? Since we are a legitimate cleaning service, all of our employees are covered under our Workers' Compensation Insurance. State law requires our employees to be compensated through a Workers' Compensation system. You can not be sued or held liable for any injury to our employees.
- What if I am not satisfied with the cleaning that was done? We advise all of our clients to discuss their concerns with their Team Leader, as well as our office. If something is missed or not done to your satisfaction, contact us within 24 hours and we will either note your service report so it is taken care of on the next visit or we will send a team back to your home to correct the problem, YOUR CHOICE.
- How can I provide feedback on your services? We provide you with a customer survey form on the each and every cleaning. Please feel free to fill out this customer survey form and list any discrepancies that you may have. The only way that we can find out if you are a dissatisfied customer is to hear from you. We want to ensure that your 100% satisfied on each and every cleaning that we provide. You can also visit our website and leave comments there.
- What Other Services Do You Provide? Lotus Cleaning Ltd. also provide on call maid ( or errand) service. For your convenience, Lotus Cleaning Ltd. has relations with contractors in many fields including carpet cleaning, window cleaning etc.