Frequently Asked Questions

1. What happens if I cancel or reschedule in less than 24 hours of the service appointment time range?

We have a strict policy for cancellations in less than 24 hours of the service appointment time frame. Our team works incredibly hard to ensure each client is taken care of. This requires carefully planning the days ahead and unfortunately last minute cancellations or last minute rescheduling causes a big, negative, ripple effect throughout our current day and days ahead. In an effort to keep ALL customers happy, you will be charged a small fee for last minute cancellations/rescheduling:

Cancellations that are done in less than 24 hours of the service appointment time range will result in an automatic $75 cancellation fee charge

Rescheduling appointments in less than 24 hours of the service appointment time range will result in an automatic $50 cancelation fee charge

2. What time will the cleaners arrive? I thought I booked an 8-10am slot with 8am being the start time?

We work off of 2-hour estimated time of arrival windows so that we can structure our day effectively. This allows us to get to the next client all while navigating traffic and many other variables that take a toll on our time throughout the day (for example: eating and breaks!).

If you book for an 8-10am appointment our team will notify you of an exact time they will arrive or will directly be there between that 8-10am (estimated).

Please feel free to reach out to us directly should you encounter any problems with this – matt@cleancrewnc.com

3. What is included in the normal cleaning?

We try to pack as much value as possible in our cleanings; we love our customers and want to make sure everyone feels taken care of! Our normal, standard, cleaning includes the outside of all appliances (refrigerator, microwave, and oven), dusting and wiping of all surfaces – such as tables, countertops, desks, dressers etc. and the wiping down of main door handles and doors, if dirty. We also vacuum and mop (if applicable) all floors in the home (not including the basement).

We may organize clothes that are left out, blankets and towels (if 1 Load of Laundry is exceeded we will apply our Organization Extra to the total). If required we will also vacuum upholstery. Cleaning faucets, sinks, and dirty dishes is also a part of our normal cleaning service (we provide our own natural dish soap).

We pay great attention to the bathrooms and bedrooms of each home – as both places are heavily used – it’s important they are completely clean for you! We’re so good you’ll want us back the next day (…it can be arranged)!

4. What is the difference between a normal/standard cleaning and a deep cleaning?

Our normal/standard cleaning includes everything that was mentioned above. Our deep cleaning is added in addition to the standard cleaning as an Extra (added at checkout). The deep cleaning includes baseboards, window beams and blinds if necessary (we can only reach maximum heights of 8ft), air vents, deep scrubbing of bathroom(s), and all doors and doorknobs, finally, we also wipe down chairs. The interior of appliances is included in our deep clean.

We pride ourselves on our work so either with a standard or an addition of a deep cleaning we know you’ll be fully satisfied! Give us a try – you may like us and decide to keep us around for a bit (everything would always be clean).

5. Do you provide carpet cleaning services?

No, we do not offer carpet cleaning at this time.

6. Do you clean baseboards?

Yes, we include the baseboards in our deep cleaning service which is an Extra added on to normal cleanings. Our cleaners will take soft microfiber towels with our cleaning solution on them and hand clean the baseboards around the home.

7. How long will it take to clean my home?

The most asked question out there! It’s no surprise! But, unfortunately there’s no set time limit. We like to take our time and pride ourselves on the quality of our work – so while we would be able to give you a baseline average number, we don’t want to be held to that. Every home is different but just for an average, a 3 BR and 2 Baths may take 3-4 hrs for 2 people and 5-6 for 1 person.

We want the work to speak for itself. Depending on the size of the home and the amount of work required to clean, it will vary greatly. If you find us still scrubbing baseboards at 10pm, don’t hesitate to ask us to leave.

8. Are we insured?

Great question! Yes we are! We’re going to be keeping this answer nice and simple!

9. How much experience do our cleaners have?

All of our cleaners have at least 2-3 years experience in residential cleaning and are well trained in-house on our proprietary cleaning methods – we move with purpose – watch out!

10. Do you do background checks on your cleaners?

We do background checks on every single employee – that consists of a national and statewide criminal record check and a driver’s license check.

11. What happens if a customer is not satisfied?

We have an AMAZING redo policy! If you are not completely satisfied – we’ll come back and redo any missed spots/areas completely free of charge, whenever you want!

12. Do you use natural products?

We use all natural products as much as we can. We want to make sure that you’re satisfied with the products used in your home.

If you have particular products you would like to use just leave them in the comments section and we will accommodate you. If you would like to have us switch products for the next scheduled cleaning just email us! We’re happy to use different products!

13. Do you use chemicals?

No, not unless you would like us to or unless there is no way for us to get out any particular stain or “gunk” build up – we may resort to a heavier all purpose cleaner with minimal chemical composition for things like oven cleaning.

14. Do you offer any other discounts?

Yes! We have Bi-Weekly, Monthly, and Weekly cleaning frequency discounts!

Always check your email and our website for the latest coupon discounts

15. Do you take special requests?

Yes we do! Whatever your needs are, don’t hesitate to reach out directly to us and we’ll see what we can do – we strive to use our resources and accommodate everyone and all jobs.

16. Can I book a Bi-Weekly/Monthly/Weekly cleaning just for the discount but get a one time cleaning using the frequency discount and cancel the service?

All cleanings are processed on the date of service.