Q. How do I arrange for service?
A. Just call us - we setup an appointment for a free in-home estimate. Our office representative will visit each room and explain the tasks that are normally completed. Your special requirements are noted, so we can tailor a package precisely to your preferences. Internet and over-the-phone estimates are also available but not as accurate.
Q. How many people will be in my home each cleaning?
A. Normally we work in teams of four, for efficiency and “maid-power”. On rare occasions, there may be three or two people.
Q. Do you send the same team each visit?
A. Absolutely, unless otherwise requested by the costumer. Just let us know your preference.
Q. What time do the cleaners arrive?
A. They arrive by appointment Monday through Friday from 7:00 A.M. to 4:00 P.M., or Saturday from 7:00 A.M. to 1:00 PM. We make every effort to arrive at the scheduled time. Because each team cleans five to six homes during the day, we sometimes encounter complications that impact the accuracy of our arrival time, such as traffic, cancellations, or additional help requested by costumers. For midday and afternoon service, we give you a thirty-minute to one-hour window of time for our arrival. If you have a critical timing issue, please let us know.
Q. Do I need to be home when you clean?
A. No. It is common for us to complete our services while you are away. We recognize that many people are busy. We will make arrangements with you to obtain access to your home. Because each of our maids is insured and bonded, many of our costumers provide us with the keys.
Q. Are there any things I should do to prepare for service?
A. To give you the greatest value possible, we ask you to take a few minutes to pick up extraneous clothing, toys, and other household items.
Q. What about cleaning supplies and equipment?
A. For your convenience, we furnish all necessary products and equipment; however, upon your request, we will gladly use whatever product you provide.
Q. What is your cancellation policy?
A. If for some reason you must cancel/skip your cleaning, we require 24 hrs notice, so we can make the appropriate changes to our staff’s schedule. if we are unable to gain access to your home through no fault of ours, a 50% lock-out fee will be applied to cover our costs.
Q. How do I pay for service?
A. Simply leave a check or cash in a designated area, such as on a kitchen counter, each time we clean your home, or make arrangements with the office to be invoiced monthly. Alternatively, you can pay with your Visa, Master Card or Discover.
Q. Should I tip the service providers?
A. Tipping is at the discretion of the costumer.
Q. What if I am unhappy with cleaning?
A. We stand behind our work. If you are not completely satisfied with our cleaning, please contact us within 24 hours of the service. We will re-clean your home at no additional charge. Our goal is to obtain your complete satisfaction.
Q. Do I have to sign a contract with Wilmette Maids?
A. No. We want to earn your business each time we clean your home.
Q. Are you bonded and insured?
A. Yes. We have liability and workers' compensation coverage. Your home, our employees and Wilmette Maids are included in the coverage. Insurance and bonding validation certificates are available upon request.
Q. What if something gets broken during the cleaning?
A. Wilmette Maids takes the utmost care in cleaning your home, but, occasionally, that can happen. We will take responsibility for the damage, either by replacing the damaged item or reimbursing you. If appropriate, insurance claims will be filed.
Q. I have pets. Is this a problem?
A. For the sake of your pets, we ask you to secure them while your home is being cleaned. Many pets become anxious when people unfamiliar to them enter the house.
Q. What happens if my regular visit falls on a holiday?
A. Normally, we do not work on the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. In these instances, we will contact you in advance to make new arrangements.