Many of our customers have specific questions about our professional maid services. Here are just a few of the frequently asked questions we hear at TruCleans.
We only have W2 employees that are trained by us. Never contractors!
All of our employees are properly vetted and have undergone background checks. Upon being hired, each maid is trained to perform detailed cleaning along with our specifications. TruCleans also has a quality control inspector that randomly inspects homes daily.
We take security seriously and have implemented multiple layers of protection.
1. Extended Validation SSL: This is the highest level of SSL certificate validation.
2. Booking Form’s 256-bit Security: A 256-bit encryption is a strong cryptographic algorithm that secures the data entered in the booking form.
3. Our payment processor – Stripe’s 256-bit Security: Stripe is a reputable payment gateway that processes credit card transactions securely. It uses its own layer of 256-bit security protocol, protecting sensitive payment data during the transaction process.
4. We only store tokens instead of actual credit card numbers is a secure approach. Tokens are random strings of characters generated by the payment processor that act as references to the actual credit card information. This means that even if a potential breach occurs, the stored tokens would be meaningless to attackers and cannot be used to perform fraudulent transactions.
You will receive a 7-day reminder and a 24-hour reminder.
We do a social security trace and employment eligibility verification. We also run an MVR and a federal criminal database search along with a local county criminal search. Once we have a great new hire selected, they go through an extensive in-house training program.
Our 100% satisfaction guarantee to you is that if something is not done to your expectations, please let us know. We’ll send a team out to re-clean and make it right. Please let us know within 24 hours of your cleaning.
Our employees are bonded for your protection.
This bond insures, protects and compensates you if an employee is guilty of theft.
Yes, we have a $2,000,000 liability insurance policy. Liability insurance protects you and will cover damage to your home or property if ever our employees are at fault.
Please visit our cleaning service checklist to see what’s included.
We offer a range of services from weekly cleaning to one-time cleaning to move-in/out cleaning. Please visit our cleaning services page to see what we offer.
We send between 2-3 cleaning pros. If only 2 cleaners come the time is extended to make up for the 3rd cleaner. For example 3 cleaners for 1 hour = 3 man hours or 2 cleaners for 1.5 hours = 3 man hours.
Yes, for an additional fee we will clean your interior windowpanes only (under 8 ft tall).
To provide this level of exceptional service to all our valued customers there are some areas and items in your home that TruCLeans does not clean.
Interior Window Cleaning Higher than 8ft
Pick Up or Remove Clutter
Cleaning Up Animal Waste
Carpet | Upholstery Cleaning
Cleaning Inside Fireplaces
Move Heavy Furniture
Clean TV or Computer Screens
Climbing Higher Than 2 steps on a Ladder (Safety and insurance requirements)
Making Top Bunk of Beds
Wet Wiping Light Bulbs, Due to Risk of Breakage
Houses With Roaches, Rodents, or Bedbugs
Garage or Patio Cleaning
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 the teams app. This makes your notes available to any team that may clean your home in the future.
We have found that having a 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, baseboards and detailed vacuuming and dusting. Please understand if you don’t get a deep clean we will not have the time needed to hand wipe baseboards, ceiling fans, door frames, etc.
We provide everything so you don’t need to worry about supplying anything. If you would like us to use your supplies we ask that you sign a waiver as our pros aren’t trained to use anything else. We wouldn’t want to damage anything.
Absolutely not! You can get a quote and book your cleaning online. It takes 60 seconds.
All of our teams are trained in the same cleaning system, However, due to illness, vacations or days off, we can’t guarantee it.
Yes! 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, but we’ll sure give them some love!
We are a non-discriminating employer and have a diverse, multicultural staff. All of our employees speak English although it may be their second language.
You can help us by following these steps:
If you pick up and tidy all rooms before we arrive, we can dedicate our time to cleaning.
Hang picture frames and mirrors on sturdy wall hooks appropriate for the weight of the hanging item.
Place felt padding on the feet of furniture pieces that are on hardwood floors to avoid scratching the floor.
Please make sure we have access to the rooms we are cleaning free from distraction.
Sink, free of dirty dishes so we can clean the sink.
The time needed for cleaning can vary. Factors such as the home’s condition, home size, and number of rooms, also the size of the team we send. We base cleaning times on years of experience although some homes will take longer.
We clean many homes a day, in many different suburbs. It’s almost impossible for us to know exactly how long each will take and what traffic our cleaners may encounter. That’s why we offer you a preferred window of time, instead of a specific appointment time. The only appointment time that’s most accurate is the first appointment of the day. That being said, if you ever have specific scheduling needs, all you have to do is reach out to us, and we will do our very best to accommodate you.
Your card will be pre-authorized 48 hours prior to your service but will not be charged until AFTER the appointment is completed..
No, you can cancel service anytime without any penalties. You don’t have to commit to any contracts or a pre-determined number of appointments. However, recurring cleanings are discounted.
You will get a 7-day reminder and a 24-hour reminder with a 2-hour arrival window. You will also get we’re on our way to your home text message.
No problem! You can reschedule by calling us or via email. You can also log in to your portal and make changes. Make sure to reschedule within 72 hours of your cleaning, to avoid rescheduling fee.
We are only available Monday – Friday 8:45 am – 5:00 pm for cleaning.
We observe these holidays:
New Year’s Day
If your routine cleaning falls on one of these days, we will contact you in advance to reschedule your cleaning to the closest day available. 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.
We only hire the best cleaners and promise them a full schedule so they can make a living. For this reason, we require a 72-hour minimum notice of cancellation or rescheduling. There is a cancellation fee for cancellations that occur 72 hours or less before the arrival time of the appointment.
TruCleans $199.00 fee for cancellations made on the day of your appointment
TruCleans $125.00 fee for cancellations made within 72 hours of your appointment
Cancellation fees waived for Flex-Program
You will receive a 7-day reminder and a 24-hour reminder.
Your card will be pre-authorized 48 hours prior to your service but will not be charged until AFTER the appointment is completed. Any additional time or fees will be added to your booking, as a separate charge. Tipping the cleaning techs is never required but always appreciated. Thank you in advance if you choose to do so.
Yes, if you refer someone to TruCleans, you get $50.00 off your next cleaning once the person you referred gets their cleaning. The person you referred also gets $50.00 off their cleaning. Please visit your customer portal to get a referral link. Just click “earn credits” at the top of the page.
When you book service an account is automatically created for you. Simply set up your account, choose your password, and you’re ready to go. We send you the details via email.
Perfect for customers that don’t care what day or time we come. We schedule you just like everyone else. When the day arrives if we need to reschedule your cleaning, we’ll give you a call or text.
(Choose Flex Program on the booking form) or call us