Frequently Asked Questions

Cleaning Time, Skips and Cancels

How do I get in touch with you?

You can call or text us at 503-492-0197.  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 Portland@maidbrigade.com.

How do I know what time the team will arrive?

Our typical arrival hours are between 8:00 AM and 5:00 PM. If you are in need of a more specific time frame, you may call, email or text our office the day before between noon and 4:00pm and we can give you a time estimate of when we will arrive at your home. 

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. Because of this, we are unable to offer any time guarantees.

What if I need to skip or reschedule a cleaning?

If you should need to reschedule your initial, moving day or one time cleaning appointment, please call our office not later than 72 hours prior to your cleaning (no later than 9am three business days prior to your scheduled visit). If you are a regular client needing to reschedule your regular cleaning, please call our office not later than 9 A.M. the business day prior to your cleaning. Monday clients – please call by 9 A.M. on Friday. Keep in mind that the next regular visit after 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 be 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 $75. 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. 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 walk ways 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. We typically base our decision on Portland Public Schools closures.

Method of Entry

Can I give you a key to my house?

Yes.  That is the preferred method for entry to your home. Having a key to your home eliminates the requirement for you to be home, or leaving the key hidden outside the home.  The majority of our customers take advantage of this key service. All customer keys are number coded and locked in our office nightly. If a key should be misplaced, there is no indication of the residence to which it belongs. If you prefer to leave a door open or a key left in a concealed spot, we will enter with your permission.

Supplies and Equipment

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

Maid Brigade is a Green Clean Certified cleaning company. We arrive at your home full equipped and ready to go. We use only water soluble, biodegradable and environmentally friendly solutions. We do not use caustic chemicals such as bleach, acids or alkalis. Our Exclusive Green Cleaning System uses allergy-free and anti-bacterial microfiber cloths and mops. Our vacuums are certified through the Carpet and Rug Institutes Green Label program.  We also have an on site generator for our hospital grade disinfectant that we will use as the last step to our cleaning process.

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. Most importantly, we are proud to say that our average team member has been with us for almost 6 years.  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?

You know your pet best. 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 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 in regards to what the team will clean in my home?

Expectations with what they feel should be included in their cleaning can vary from customer to customer.  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 can tell you an estimate of what the additional fee would be and add it to your next scheduled service.

What types of things are not included in the regular cleaning?

We never go inside any cupboards, drawers, closets or under beds unless instructed to do so.  Dusting of collectables (a thimble collection for example) is a challenge for our teams, so those types of collectables are not included.  In addition, we would prefer not to clean rare or items that cannot be replaced.

Also, due to insurance restrictions, our housecleaners have the following limitations:

• We are unable to handle biohazards.  If you need clarification, please contact the office.
• We are limited to a 2-step footstool, which we carry.  We do have an extending cobwebber that reaches up to 14’ so we are able to remove cobwebs.  However, we are unable to hand dust items that are out of reach when on our step stool.

• We are unable to climb up on any furniture, counters, etc. to access harder to reach areas.
• We are unable to work without shoes for various reasons (potential for injury, unhealthy for arches of the feet, unsanitary).  When requested, we will wear non-slip shoe covers.
• We are unable to clean exterior windows.

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

Call us 503-492-0197 right away! We will re-clean any area that does not meet your satisfaction if we are notified within 24 hours of the cleaning. We do not extend refunds or discounts.

Payment

What methods of payment do you accept?

Payment is required at the time 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. We accept final payment via cash, ACH, check, Visa or MC. Credit Card arrangements must be made before your cleaning day, so that we can enter the credit card numbers to our secure computer server. A 3% credit card convenience fee will be added to all credit card transactions. Checks should be written for the total time spent (hourly service) or for the budgeted amount (prioritized service). Your team will be able to calculate your total for hourly cleanings at the end of the visit. There is a $25 NSF fee for all returned checks. If you are interested in signing up for our free ACH payment program, please contact our office. Any credit card charges or ACH debits will show up on your account as “Saxton Services Inc.”