Customer Guidelines

&

Frequently Asked Questions

About Us

Transparency, Accountablility, Reliability is the anchor of our business. We are a referral agency that requires all of our cleaning technicians to undergo a four phase interview process that includes a federal background check. We are licensed, insured, & bonded. Our cleaning technicians are required to perform a test clean before officially being part of the Maidattendants Team. We take pride in our work and our technicians enjoy what they do.

Relationship with our clients

Maidattendants offers consistent and quality cleaning. Like in any relationship, however, miscommunications occur and we may miss a spot. That’s why we offer a cleaning guarantee, which means if you notify us within 24 hours, our house cleaning staff will arrive to rectify the situation.

Communication is important for any relationship including ours. It’s why we’re so flexible, offering customized cleaning service plans designed with your needs in mind. No contracts. No hassle. Establishing this open communication and being flexible ensures your satisfaction as a long-term customer. You can reach us via email at [email protected] or by calling our at our head office at 615-857-4150

 

 

Pricing & Payments

Maidattendants reserves the right to raise prices at anytime. During the clean if the condition and dirtiness of the home outlast the services that were purchased you will be notified by a rep about any price increase. You have 100% consent to accept or decline the offer that is presented to you. We aim to give fair a price for both clients and cleaning technicians predicated on the task at hand.

Within 24 hours of service our system will process a hold on the amount – all financial institutions are different, and we are writing this to make you aware that your transaction statements might show as a charged amount. Again we aim for full transparency the transaction is not a charged amount it is simply a hold, this assures fairness and honesty and holds truth that there is sufficient amount of funds on the account before performing the service.

Re-cleans / No Refund Policy

Maidattendants offers consistent, determined, quality cleaning. We have a 100% customer satisfaction gurantee policy. However, WE DO NOT OFFER REFUNDS – WE OFFER RECLEANS. Any type of miss we ask for you to send us pictures via email [email protected]

Human error is inevitable in this industry and we try our best to aim to please. All Recleans must be done within 48 hours of post clean. We must be notified by phone or email to perform Reclean service.

Cancellation & Rescheduling Policy

If you need to cancel your appointment, please notify us by email at [email protected] or phone at 615-857-4150. Cancellations within 24 hours will be subject to a cancellation fee of 70% of the total amount. Rescheduling Fee is $50 (only for one time service customers); if you are a recurring client, and we have serviced you more than once rescheduling fee will be waived.

Who provides Cleaning products & Equipment?

Our cleaning technicians provide all cleaning products and equipment. We are more than welcomed to provide green cleaning products as well. There will be an additional fee added to the eco-friendly clean. We ask that you request eco-friendly products before completing the booking.

Should I do anything to prepare for cleaning service?

You can help us provide exceptional cleaning service by following these steps:

1. You can contact us with any concerns or questions at any time.

2. If you pick up and tidy all rooms before we arrive, we can dedicate our time to cleaning, rather than to straightening up. Because we charge for the amount of time we spend cleaning your home, it will be more cost-effective if you do the straightening up before we arrive. Tidying the house before our arrival also prevents us from putting stray objects in the wrong location (thus, you will never have to hunt for the remote control).

3. Place fresh linens on the beds if you would like us to strip the sheets and remake the bed with clean linens.

4. Hang picture frames and mirrors on sturdy wall hooks appropriate for the weight of the hanging item. Also, inspect the hanging wire and replace if deteriorated. Place bumper guards on the backside corners of wall hangings to keep the wall paint from getting scratched.

5. Place felt padding on the feet of furniture pieces that are on hardwood floors to avoid scratching the floor when we move the furniture to clean under it.

6. Check and repair loose or broken items, such as towel racks, toilet paper holders, microwave and refrigerator handles, glass shelves, and so on.

Is Maidattendants pet friendly?

Yes! We are a pet-friendly company and believe it is OK to have pets in the house while we clean. If your dog/cat is aggressive in any way, we suggest leaving your pet crated or in a gated area to ensure the safety of our team. If you are not home during our clean, we ask that you inform our office on how to handle the pet so the team is clear when entering the home. If your pet isn’t the cleanest member of the family, please clean up after him/her prior to our arrival. Our staff will not handle pet waste.

Damages

Maidattendants reserves the right to photograph any damaged items. If something unexpectedly breaks by our technicians, we do our best to either repair of replace that item. However, our cleaners are trained to not touch electronics or devices. If there is suspicion of loose items we will make you aware before cleaning.

Can I provide special instructions for my team?

We encourage it! Special instructions will enhance the cleaning experience you receive. However, it is very important you communicate any special instructions directly to the office so that we can place them in the permanent notes section of your file. This makes your notes available to any team that may clean your home in the future, as well as a reminder for your regular team.

Do I have to be home during house cleanings?

No, but it is certainly your preference. We clean Monday – Friday, 8:00 a.m. to 5 p.m. and most of our customers aren’t home but the vast majority trust Maidattendants by providing notes to our cleaning technicians so they are aware on how to enter the place of residence. For additional security, we ask that you add customized notes on the bottom of the booking form.

What if my home cleaning falls on a holiday?

We observe these holidays:

New Year’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Day

If a routine cleaning falls on one of these holidays, we will contact you in advance to arrange a make-up date. We work on many federal holidays. Unless you cancel service, you can expect us to arrive as scheduled, if your cleaning date falls on any holiday except those stated above.

Do team members speak English?

We are a non-discriminating employer and have a diverse, multi-cultural staff. Good communication is important to us. Thus, we ask our clients to the office to relay any notes or requests. We will add this information to the work orders for the team. All our teams are in touch with the office via cell phone throughout the work day. We can easily call a team to relay a message for you even while they are working in your home. Just let us know.

No experience using a cleaning service?

We recommend if you have not received a clean within 45 days to start your property with a deep clean. We have found that having that first or initial deep cleaning brings your home up to a certain standard. It’s a standard that we promise to maintain. We normally need extra time to properly start the process of eliminating old dirt along with dust accumulation, scrubbing heavy build up, and detailed dusting and vacuuming.

Do you always send the same team?

We believe that sending the same team is very important and we do everything within our control to send the same team on a regular basis. However, just like every workplace, we experience absences and resignations. We will send a replacement team, if necessary, in order to meet your schedule requirements. All of our teams are trained in the same cleaning system, so that when another team must be used, it is transparent to our customers.

Is the team allowed to receive tips? If so how much?

Tips are appreciated and handled between the customer and the cleaning technicians. We have found it common for clients to tip at the end of each clean, or make a larger tip at the end of the year. Leave whatever you feel comfortable with. Please make sure money left as a tip is clearly marked as such. You can also call or text us at 615-857-4150 to leave a tip as well 🙂

How often can you provide service?

Maidattendants can provide weekly, every two weeks, or monthly service, depending on your cleaning needs. We also offer cleanings for special occasions, as well as move-in and move-out cleaning services.

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