“We don’t cut corners, we clean them!”
Frequently Asked Questions
How do you schedule a cleaning?
What is a Cleaning Specialist and why are they unique?
Cleaning Specialists are the professionals who come into your home or office to provide cleaning services. Many have previous experience working in hotels or private homes. We do our best to pick the best! They are experienced, careful, reliable, honest and in great shape. We also provide a training program regardless of their experience, so that they understand our expectations and we can then offer you a quality, consistent cleaning every time. Our management team adheres to a strict hiring process, which includes reference, drug and background checks, and training. They are also bonded with insurance protection. We keep a close eye on our staff and if they don’t love their job and care deeply about their performance, they don’t stick around. We want them to be such a great part of our family, that they take good care of yours as well.
How many cleaning specialists will AJWestfall Company send?
Depending on the job and the size of your space, we will either send one Cleaning Specialist or a team. Clients are charged per job based on a quote or for total hours of labor per employee. So one Cleaning Specialist working for 6 hours equates to the cost of 2 Cleaning Specialists working for 3 hours.
Will you send the same Cleaning Specialist each time?
We make our best efforts to send the same Cleaning Specialist each time. It is the most efficient set up for all parties, but we do not guarantee it. We are pretty good at maintaining consistent performance status. However, we are managing both our staff and client’s needs and therefore sometimes changes need to be made to the schedule such as for sick time, vacations, clients needing a different day/time, etc. If you are sent an alternate Cleaning Specialist, our staff have access to detailed information about your preferences and requests to ensure consistency with our work. You are welcome to let us know if you have a preferred Cleaning Specialist and we will make every reasonable effort to have them service your home or office.
Are you bonded and insured?
Yes. We are licensed, bonded and insured. Proof of insurance is available upon request. Our staff are also all W-2 employees and therefore covered under worker’s compensation as well.
Will the initial cleaning take longer than ones that follow?
Yes. In order to bring your space up to our standard, the first cleaning will take longer than the following visits so that we can give your space the deep cleaning it deserves and learn your unique needs. Homes that have not been cleaned in a while or homes with shedding pets will take longer to clean as well. If your space falls outside of the anticipated range due to its condition upon our arrival and we feel we won’t be able to bring it up to our standard, we’ll contact you to discuss options: increasing the amount of time required (possibly booking an extra slot on another day depending on availability), or simply doing what we can in the allotted time to get your space as clean as we can.
How long do regular cleanings take?
Less time is required for subsequent regular cleanings since we are familiar with your home and of course, regular maintenance helps cut time down. Our lifestyle and habits dictate how our homes are kept and we’re all different, so it can be hard to predict this without cleaning the space first. We’re here to help – no judging – but the condition of your home when we arrive (ranging anywhere from post-kegger fraternity house to meticulously-kept Martha Stewart’s mansion), will dictate how long we need on a one-time and regular basis. When we speak with you to confirm your initial cleaning, we will be able to provide you with a ballpark estimate, and then confirm that once your initial clean has been completed. As a thank you to loyal clients, we offer reduced rates for regular visits.
What’s your guarantee?
We pride ourselves on our clean track record; however, if you are dissatisfied with your cleaning, you are given a 24-hour period to contact us and have that particular area re-cleaned at no cost to you. A note will also be made on your file so that we know to pay particular attention to the issue next time around. Please note that if the cleaning has been given a ‘time cap’ by the client, or if we request additional time to complete the work and are not granted an extension, A J Westfall Company can’t offer a guarantee (or touch-up) for that job since there is no telling how long it may require to complete to our standard.
Are pets at home ok?
You know your pets better than we do. If the pet is comfortable around a new person, noise, and a vacuum or mop (which freaks out many animals), then having the pet at home is fine with us. To ensure everyone’s comfort and safety however, we recommend that the animal be in a crate or separate room for the duration of the job. Please Note: We do NOT walk, feed or clean up urine or feces left from animals.
How does payment work?
We accept cash, check, and all major credit cards with the exception of American Express.
Do you change linens or do laundry?
If you leave fresh linens on the bed and specifically request this at the time of booking, we will change them. Beds will be made regardless of linen changes.
Do I need to be home for the cleaning?
Only if you would like to be. We’ve been cleaning peoples’ homes and offices since 1989, unsupervised, with an exceptional track record so you can feel confident in knowing only the best are visiting. If you won’t be home, just let us know what kind of entry and exit arrangement you would like.
What if I want something done that’s not on your checklist?
Ask away! We pride ourselves on being accommodating. As long as we are able to do the job (have the right tools and training), we would be glad to schedule in extra work at your home. Please discuss your requirements at least 48 hours prior to the visit so that we can allot any additional time.
What if I want to book a few hours of cleaning with you?
Certainly! Give us a call to set your appointment up. You’ll be charged our prevailing hourly rate for one-time cleans, and we will discuss a priority list for your visit. We have a 3 hour minimum.
What if I need to cancel my appointment?
We require a 48-hour notice for cancellation – voicemail or email is acceptable and all messages are time stamped for accuracy. A $75 cancellation charge will apply if notice is not received before this deadline. If we arrive at the cleaning and there is no key arranged for us or we cannot gain access to the home for whatever reason, a 50% of the estimate is billable as a lockout fee. If we are dismissed during a job, 75% of the estimate will be billable. Our staff rely on the work we provide to them and we must always respect their time (and by law, they need to be paid even if work is canceled).
What if something is broken or damaged during the cleaning?
We believe in shining a spotlight on an issue rather than sweeping it under the rug. If something gets broken or damaged, our staff are trained to photograph it and report it immediately, without reprimand. They are careful and considerate of each space they attend, but every now and then something can happen (we are human, after all). Once reported to the office, we contact you to discuss a fair and quick resolution. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking. Please note, we don’t repair or replace existing damage or improperly installed items.