Frequently Asked Questions
Why are some cleaning services cheaper than others?
Because they should be! You can hire a very inexpensive, non-professional cleaner who can easily undercut the professional cleaning market. How do they do it? Many of these so called “trunk slammers” aren’t bonded and insured. Some of them don’t report and pay sales taxes, workers’ compensation, and payroll taxes. Our hiring practices are guided by applicable federal, state, and local labor standards and we pride ourselves in offering a living wage to all our team members.
Is Top Mops bonded and insured?
Absolutely! Your safety and protection is a top priority. If your property should ever be damaged in the cleaning process, we are insured to protect your interests. You should also know, however, that we have implemented quality-oriented training with our cleaning technicians in order to minimize the likelihood of property damage.
Who actually does the cleaning?
The cleaning is done by our own team members, not contractors, who are thoroughly screened and trained by an experienced Trainer and supervised by our Operation’s Manager.
Are you a franchise?
No, we are a family-owned, locally-operated cleaning service that is fully committed to providing you with the quality you deserve. If you think we look like a franchise, it’s because we’re just as professional. But, we have the freedom to provide you with a more customized service, and our prices are usually slightly lower than the franchises.
Do you do background checks and thorough screenings?
Yes. Your protection and safety are top priorities for us. Furthermore, we want Top Mops to maintain an impeccable reputation, which can only be achieved through the quality employees we hire. Only through initial background checks and screenings, as well as ongoing quality checks can we do our best to ensure your protection, your safety, and an outstanding reputation for Top Mops.
Does your staff speak English?
Our employees must be able to read and speak English in order for us to offer our customized cleaning services. Also, our hiring practices are guided by applicable federal, state, and local labor standards.
Do you take credit cards?
For your convenience, we accept VISA, MasterCard, and Discover.
Do I have to sign a contract?
No! You can cancel any time you wish. We only ask you to sign our non-compete agreement and on-time payment commitment when you use our services.
When do I pay for the service?
At the time of service. You can leave cash or a check on the counter or we can charge your credit card the day of cleaning.
Do you work weekends?
We do offer Saturday appointments upon request but they are subject to availability. We like to give our staff a day of rest on Sundays.
What about my pets?
Our staff love pets! We do ask that you secure your pets, particularly those who may be a threat, hinderance or escape artist.
What should I do before my cleaning appointment?
The ideal cleaning situation is when no one is home but we know this is not always possible. Here are things that are helpful to us on your scheduled cleaning day:
1. Choose a day when the house is mostly unoccupied when possible.
2. Keep children and pets in another area away from where the Cleaning Tech is working. This provides a safe environment not only for your children, but for the Cleaning Tech as well.
3. Don’t clean before we arrive, but do pick up as much as possible in all the rooms to be cleaned. This allows us to focus more time on cleaning for you rather than straightening.
4. Place clean linens on beds if you have chosen this service.
How should I plan for you to get into my home if I'm not there?
Most of our clients give us access with a key or garage code. Our employees are carefully screened and trained.
Who provides the cleaning supplies?
We provide most cleaning supplies, ones that have been proven to be highly effective and “green” in the cleaning industry. If you have a specific cleaning product that you prefer, please have it accessible to us when we arrive.
Who provides the vacuum?
For the ultimate in sanitation, we like to use your vacuum if it is in proper working condition and is efficient to use in your home. We also bring our own vacuum if you don’t have one available.
Are my things safe with your employees?
We conduct criminal background checks on every prospective employee, we verify job history, and conduct employment verifications. We rank your protection and safety at the top of our business priorities.
What if I have to skip or cancel a scheduled service?
We understand that schedules can change, but we do ask for a two business day advance notice of your need to skip a recurring appointment to avoid a cancellation fee. If you are requesting to cancel any services, you are welcome to do that at any time, but we also ask that you give us a two business day advance notice to avoid a cancellation fee.
What if I need some extra tasks or services?
We’re not a franchise–we can do what you want. For your first-time appointment, we ask you lots of questions via email or over the phone so we can understand your house cleaning needs. Once you start recurring services with us, just call or email us two business days in advance with needed changes to your work order so that we can confirm that we have time to do the specific house cleaning tasks in our normal appointment time or we can see about adding time to the appointment to take care of your request. If the change in services increases the amount of time at the appointment, we would give you the revised amount for the appointment at the time of the request.
Do I have to tip your employees?
Our cleaning technicians appreciate tips, but it’s not required. If you choose to tip, a suggested range is 10 to 15% of the fee. Please leave the tip separate from your check for service in the form of cash or a check made out to your Cleaning Tech along with a note letting them know that the money or check is for them. Call the office if you wish to add a tip to your credit card payments.
Should I do a Deluxe Cleaning every year?
Many of our customers do have a Top to Bottom Deluxe Cleaning annually to maintain those out-of-reach places that are not part of a normal recurring weekly or bi-weekly maintenance cleaning routine. It is less expensive than the first-time Deluxe cleaning because the rest of the house is already at a maintenance level if we are servicing your home.
What if I need to change my day of service?
Just call the office or email us at email@example.com at least two business days in advance and we will do our best to accommodate your request.
What if I am not satisfied?
Our work is 100% guaranteed. We want you to create more free time for you and not cause difficulties for you but we are human. If you are not satisfied, please call us as soon as possible and tell us! If you call us within 24 hours of the cleaning appointment, we will send someone out to reassess and re-clean the unsatisfactory area. Our reputation is dependent on your satisfaction and we take it seriously!