Frequently Asked Questions

Cleaning Time, Skips and Cancels

How do I get in touch with you?

You can call us at 781-909-3900. If it is after hours, please leave a message and we will reach back out to you the next business day. You can also email us at southshore@maidbrigade.com.

How do I know what time the team will arrive?

We will arrive between 8:00 AM and 4:00 PM. Our customers will receive a text on the previous business day to confirm the cleaning and to give the window of time that the team can be expected: 8-8:30am, 10am-12pm, 12-2pm, 2-4pm.

May I specify the time of the cleaning?

Because of the various frequency options that we offer our customers, our schedule changes day to day and week to week. We generally can fulfill requests for A.M. or P.M. depending on availability.

What if I need to skip or reschedule a cleaning?

If you should need to reschedule your appointment, please contact our office no later than 9AM two business days prior to your cleaning. Monday clients – please call by 9AM on Friday. Keep in mind that the subsequent regular visit may take longer to catch up on details since it will be longer between cleanings. It is not a foregone conclusion that we will need time but we will review to see if the team needed more time and charge accordingly.

What if I forget to skip the cleaning and you aren’t able to enter my home on the day of the cleaning?

Unfortunately, if we receive less than the above minimum notice, or if we should arrive at your home on the scheduled day and unable to enter due to an armed alarm system (if we have no code), a locked door (if we have no key), a protective pet, or denial of service for any reason, you will be charged for a lock out charge of $150. This money goes directly to our employees who lost a job/wages that they otherwise would have had. The full price of the cleaning will be charged on the second occurrence. In order to remind you of your cleaning schedule, we will send you a 12-month calendar and a text the previous day. We do not over-book our schedule because we believe every client deserves a reliable, high-quality service. As a result, we require notification prior to us putting the schedule together the day before your cleaning.

What happens if it is snowing?

During the winter when snow and ice makes it a challenge to enter your home, we ask that you clear walkways when possible. In the event that bad weather creates a hazard for your team to get to your home, we will contact you to reschedule your cleaning.

Method of Entry

Can I give you a key to my house?

Yes, of course. Most of our customers either give us a key or the code to a lock box that holds a key. Both of those eliminate the possibility of forgetting that you should be coming home to a clean house. For those customers for whom we have keys, they are number coded and locked in our office nightly. If you prefer to leave a door open or a key left in an inconspicuous spot, we will enter with your permission.

Supplies and Equipment

Do I need to supply any of the cleaning supplies or equipment?

No, Maid Brigade comes to your home fully equipped and ready to go! Our PUREcleaning system is Green Clean Certified. Our exclusive PUREcleaning system uses allergy-free and anti-bacterial microfiber cloths and mops. Our vacuums are certified through the Carpet and Rug Institutes Green Label Program.

Employees

Are the people that clean my home legal, trained and insured?

All of our team members are our employees. They meet strict hiring and training standards. They all meet federal requirements in regards to their ability to legally work in the United States. They are insured and bonded. They are trained and supervised to maintain consistency in quality. They arrive in uniform and in our company vehicle.

Preparation for Cleaning Day

Do I have to pick up before the team arrives?

We realize that getting ready for “cleaning day” can be a stressful time. It’s not our intention that you “clean” before we get to your home, but we do ask that general clutter, clothing, toys, dishes, etc. be picked up as much as possible as this preparation allows us to focus on cleaning surfaces and not spend our time tidying.

Pets

What if I have a pet(s)?

You know your pet(s) best. We realize pets are family. We do not want to upset your pet with the introduction of new people and different noises. When speaking with our office, please remember to provide us the name of your pet(s) so the team members can use the pets’ name when entering. If you feel your pet will be fine with our presence, they are more than welcome to be loose while we are in the home. If you feel that your pet will react in a scared or defensive manner, we ask that they are kept in a separate area of the home or yard while we are there.

The Cleaning

What can I expect will be cleaned?

Expectations as to what should be included in a cleaning can vary from client to client. It’s important that you communicate your expectations to our office staff so that we may keep your individual cleaning record up to date. Please see our Regular Cleaning and Deep Cleaning task lists. We are happy to customize your service to fit your needs.

What if I want something cleaned that is not on my normal cleaning list?

If there are additional rooms or tasks you wish for our teams to take care of for you, just contact our office and we will let you know if we are able to provide that service, subsequently can tell you an estimate of what the additional fee would be and add it to your next scheduled service.

If you have special valuables, heirlooms or irreplaceable items, please put them away or instruct us to not touch them.

Dusting collectibles (for example small or fragile items) can be a challenge for our teams so those types of collectables are not usually included.

A closed door is your signal to us that you do not want that area to be cleaned. If the door is closed for another reason (such as pet access), please contact our office so that we can update the client notes on the team paperwork to reflect your special instructions.

What if an area cleaned was missed or I am not happy with a part of the cleaning?

Call us 781-909-3900 right away! We will re-clean any area that does not meet your satisfaction if we are notified within 24 hours of the cleaning and we will promptly make the situation right.

Payment

What methods of payment do you accept?

Payment is required at the time of service. We accept payment via checks, cash, or VISA/Mastercard. Please note there is a 3% convenience charge for credit card payments. We require a credit card on file for all customers before booking can be confirmed even if another form of payment is elected on the day of service. We do require a credit card to hold your reservation on the schedule. This credit card will only be charged if we do not receive other payment at the time of service, or in the event of a late cancellation, lockout, or returned bank check.

If paying by cash or check for the Initial or One-Time services, please confirm the final total with the team or office at the conclusion of service so the exact payment can be made. Checks written for less than the service total will require the difference to be charged to the credit card on file. For any cash payments, exact change is necessary as the teams do not carry change. There is a $35 NSF fee for all returned checks.