Frequently Asked Questions

GENERAL QUESTIONS

Do you service my area?

The Maid Crew services most of Greater Richmond. There are some areas that we do not go to. Please check our SERVICE AREA MAP to determine availability.

What types of Cleanings do you offer?

One-time, Spring Cleanings, Move-Ins, Move-Outs, Post-Renovation, Commercial Buildings, Small Offices, etc.

What’s included in the Cleanings?

For a full description of what’s included and what not included, please visit our DETAILS page.

Do you offer partial or customized cleanings?

Clients are free to customize their cleanings to suit their needs and their budget. Don’t need certain rooms or a level of your home cleaned? No problem. Tell us what you do need, and we’ll tailor make a cleaning just for you.

Do I have to be home during the cleaning?

You do not need to be home during the cleaning.  We typically clean while folks are at work.  On the flip side, if you are going to be home, that’s okay too.  Whether you’re home or not during our visit, you’ll still get a great cleaning.

If you will be getting serviced for the first time and you will not be home when the crew arrives, you’ll need to provide instructions on how we’re to gain access, if there are pets present, etc.

Most RECURRING clients provide us with a key. All key tags are numerically coded and secured in a locked key box when not in use.

I have pets... will that be a problem?

Pets are not a problem (unless it’s a pet tiger, boa constrictor or a bear you bought the last time the circus was in town). Just let us know the pets names and if there are any special instructions we need to be aware of (such as where treats are kept, if they’re allowed outside, etc.)

Do I need to do anything to prepare?

To get the greatest benefit out of our time in your home, we encourage clients to spend a few moments “picking up” and organizing prior to our arrival. Some clients joke about “cleaning up before The Maid Crew arrives”. 🙂

Do I have to sign a contract for recurring service?

With The Maid Crew, there’s never a contract. We feel that the quality of our work should speak for itself. If you like what you see, then you’re free to keep us around as long as you like.

BOOKING & SCHEDULING

What appointment times do you have?

The Maid Crew operates Monday – Friday. Our office opens at 7:30am and closes at 4:30pm. Appointment times — aka: Estimated Arrival Times — are between 8:40am all the way up to no later then about 3:30pm. We do not offer “late day” scheduling, such as after 3:30pm.

How should I book an appointment or recurring service

The Maid Crew makes it easy to get cleaned. You’re free to call us @ 804-644-6243, to email us at support@themaidcrew.com or to work your way through our quoting wizard which can provide you a price and allow you to schedule online.

What cleaning frequencies do your offer?

For recurring service, The Maid Crew offers Weekly, Every 2 Weeks (Bi-Weekly) & Every 4 Weeks (Monthly). All recurring service must begin with an Initial Deep Cleaning to bring the home up to maintenance level.

How do I reschedule, skip or cancel a cleaning?

If you need to reschedule, skip, or cancel a cleaning, please call our office.

Requesting an extra cleaning or more time to a visit

Need to request an extra cleaning; need some seasonal chores done or just need to reserve more time? That’s easy! Just give us a call at 804-644-6243.

Change account info and/or cleaning instructions

Updating your Client Profile notes, information and/or special instructions is really simple. Just give us a call and you’ll be able to let us know all about your updates and changes.

How much time can/should I book?

Clients are free to book as many hours as they feel is needed to get the job done. The Maid Crew can offer recommendations based on experience and historical averages. Give us a call, explain what you’d like to see accomplished and we’ll help guide you through the booking process according to your needs and budget.

What if the crew needs more time than what I booked?

If it is uncertain whether you’ve booked a sufficient number of man-hours for the job at hand, you have the option to authorize more time once the Crew has reached the original “cap”. We can have the Crew call you directly to let you know how far they’ve gotten, how much more time the believe is needed and allow you to decide if & how much more time you’d like to authorize.

What if my cleaning falls on a holiday?

The Maid Crew is close on the following holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving (included Black Friday) and Christmas. If your cleaning falls on any one of those days, The Maid Crew will coordinate with you in advance to offer another day to reschedule onto. Clients are free to choose to skip their cleaning in the event the reschedule option is not suitable.

CLEANING PROFESSIONALS

Are the cleaners you send employees or subcontractors?

All those who wear The Maid Crew uniform are employees. As such, The Maid Crew takes care of all payroll withholding taxes, unemployment insurance, workers comp coverage and general liability. (Companies making use of subcontractors (1099 Workers) place YOU at risk for bearing financial responsibility in the event of worker injury and/or tax avoidance.) With The Maid Crew, you can rest easy knowing that all the details have been taken care of….. Both YOU and our Employees are fully covered.

How do I know I can trust The Maid Crew employees?

Prior to being allowed into a client’s home, all prospective employees of The Maid Crew undergo a thorough screening, to include reference checks, drug testing, DMV records and a NATIONWIDE criminal background check. Those who make it through our screening process are then put through one to two weeks of both tutorial and hands-on, supervised training to ensure you get only the best that we have to offer.

How many people will be coming to clean?

For safety, security and accountability reasons, a Maid Crew team is typically made up of two certified cleaners. If a particular team has a heavier than normal work-load for the day, a third person will usually be added. In rare occasions, when operational necessity dictates, The Maid Crew may send out a single crew member to service an account. If a “Crew of One” is ever necessary, the individual sent is typically one of our more senior, experienced and trustworthy employees.

Are the cleaners trained & experienced?

By choosing The Maid Crew, you’ve aligned yourself with some of the area’s BEST house cleaners. We’re pretty picky as to who we hire (and who we keep on board). Those working for The Maid Crew are thoroughly trained, uniformed and experienced. Many of those working for us have YEARS of expertise in the industry. Those who are new to the house cleaning industry are supervised by a Senior Crew Leader and inspected behind. If anything should ever fall through the cracks (regarding quality), you needn’t worry – Your Cleaning is Guaranteed. If you find something you’re not happy with, just call us within 24hrs and we’ll return at our own expense to address the issue.

Can you guarantee that I get the same people visit after visit?

The Maid Crew does it’s best to maintain the same crew on your account visit after visit. With that said, illness, vacation, departures or dismissals may necessitate a change in personnel from time to time. Your understanding and patience is greatly appreciated during the temporary replacement or transition from one worker or crew to the next.

Can the Crew remove their shoes upon entering my home?

Unfortunately, due to health, safety and insurance requirements, all Maid Crew personnel are required to wear shoes at all time, even while in your home.

Are tips required? How should I go about it?

Tipping is neither required nor expected, but it is greatly appreciated by the Crew and a great way of saying “Thanks”. 100% of tips go directly to the Crew that serviced your account for the day. Should you decide to offer a tip, you are free to leave cash, to include it in the check-payment or call to ask that we include an extra amount in your credit/debit card charge.

Can I personally hire members of The Maid Crew for weekend work or odd jobs?

Quick answer is: No. As stated within our Terms of Service, The Maid Crew requires clients to refrain from soliciting our staff to work for them directly… In fact, all Maid Crew employees sign a non-compete agreement upon being hired barring them from performing any services, either directly or indirectly, for any of our past, present or prospective clients both during their employment and for a period of one full year following their departure or dismissal. Should a client approach the Management of The Maid Crew directly and wish to retain us as a Domestic Placement Agency, we will gladly assist a homeowner in the recruitment, vetting and training of a qualified house-keeper for a nominal fee of $2500USD.

BILLING & PAYMENTS

How & when do I pay?

Payment is due at the time of service. All reservations and appointments for One-Time, Seasonal or Initial Cleanings are secured by means of a credit/debit card at the time of booking (VISA, MasterCard or Discover). Should you opt to receive services on a recurring basis, your credit card information will be used as either the primary method of payment or as a backup in the event cash/check is not found upon the cleaning crew’s arrival.

Why do I need to reserve my appointment with a credit/debit card number?

As a means of ensuring that it’s time & resources are respected & honored appropriately, and as an assurance of payment, The Maid Crew requires all bookings to be secured through debit/credit card reservation. If an appointment is cancelled with less than 24 hours notice or if the Crew experiences a Lock-Out or are turned away upon arrival, the debit/credit card on file will be charged a $50 Late Cancellation fee as outlined in The Maid Crew’s Terms of Service.

What’s up with the pre-authorization charge?

The Maid Crew may, under certain circumstances, opt to pre-authorize a charge against a client’s debit/credit card the day before services are to be rendered. The pre-authorization may show up as a hold or pending charge against your account as an assurance of available funds, especially in situations where a LARGE amount of time & labor is to be reserved and/or rendered. Only when your appointment has actually been completed with the charge be finalized and processed.

What if my one-time, hourly based job takes less/more time than what I booked?

With The Maid Crew, clients are in complete control of how much time & labor they’d like to reserve / book for an hourly based cleaning. We can offer recommendations but ultimately, the choice rests with the client based on their needs and/or budget. Should a client book MORE THAN the number of hours needed, the client will only be charged for the amount of time & labor rendered. In the event the job requires more time than expected, the client will be consulted as to whether they’d like to authorize more time and, if so, will be billed appropriately (at a rate of $35 per person, per hour — if additional time is actually available).

How do I go about tipping if I’m set up on auto-pay with my credit card?

If you are set up to pay by debit/credit card and wish to provide the Crew a tip, simply call our office directly and let us know how much of a tip you’d like to add to your debit/credit card charge. We will forward 100% of the tip amount to the Crew Members responsible for the cleaning (split equally among all those on the team).

Rate changes & Additional Charges

The Maid Crew reserves the right to amend its rates at any time to allow for business related cost increases. Additional charges may be necessary for the extra maid-hours typically required for initial cleanings, post-party cleaning, renovation cleanup, “picking-up” prior to actually cleaning, extended intervals between cleanings, additional service requests and/or the addition of pets, children, or roommates. Recurring Clients will be provided with a 14 day advanced notice of any permanent rate change affecting their account.

Denial of Payment, Charge-Backs & Late Fees

Clients whose check has been returned for insufficient funds, who stop payment on a check, or who have denied payment to The Maid Crew by means of a charge-back to their credit card, will be assessed a $50 “denial-of-payment” fee in addition to all applicable late payment penalties, interest, administrative and collection costs. Late payment penalties are as follows: $15 for account balances carried seven days beyond the date of service, $25 additional if carried thirty days beyond date of service; For Corporate Clients requiring invoicing: 10% on all account balances not paid in full thirty days beyond original date of invoicing.

TRUST & SAFETY

Licensing, Bonding & Insurance

The Maid Crew is a Virginia Corporation licensed in the County of Henrico. General Liability Insurance and Bonding Certificates are issued through The Hartford and available upon request.

Background Checks

The safety and security of you, your home and your belongings is important to us. Employees of The Maid Crew have passed full background checks. The Maid Crew has partnered with DataSource for ensuring we hire only the best. Reviewing Seven Years of history, we look at:

  • Address Verification
  • Social Security Trace
  • Dept of Motor Vehicles
  • State & National Criminal Search
  • National Sex Offender Database

Damage or Theft

At The Maid Crew, your trust & confidence is of utmost importance. We do our best to make sure every stage of the customer service experience goes off without a hitch. There are times however, in spite of a our best efforts, that things happen. And when they do, we strive to do all we can to help rectify the issue(s). If you’ve experienced a breakage or damage of personal property, or you believe something has come up missing after one of our cleanings, please give us a call as soon as possible.

Complaints & Feedback

We LOVE feedback, both the good and the not-so-good. If you’ve got concerns about the quality of service, we want to know about it – it’s the only means we have of knowing where there’s a problem and how to fix it. If you’ve got PRAISE, we look forward passing it on and sharing your thoughts with the entire staff. To provide feedback and rate the Crew’s work, simply email or telephone us …. our info is at the bottom of the screen.

Access & Security of your home

As for accessing your home, clients preferences dictate. Some folks prefer to leave a key hidden, a door unlocked or to provide us with a key for use & safe-keeping. For info on how we handle key storage and security systems, please CLICK HERE. With regard to allowing others access into your home while the cleaning is taking place, all crew members are under instructions NOT to allow any other individuals access without prior approval of the home-owner. All those claiming to be family, friends, neighbors, hired-contractors, nannies, etc, will need to produce and make use of a working copy of your key if they are to be allowed access into your home while we are there.

How do you handle house keys?

As for accessing your home, clients preferences dictate. Some folks prefer to leave a key hidden, a door unlocked or to provide us with a key for use & safe-keeping. For info on how we handle key storage and security systems, please CLICK HERE.

TERMS & POLICIES

100% Satisfaction Guarantee

At The Maid Crew, we want to make sure each and every client is happy with the service provided. One of the ways we do that is with a Satisfaction Guarantee. If you’re not happy with a particular aspect of our cleaning, then give us a call or email within 24 hours of our visit and we’ll come back out to provide a Re-Clean absolutely free.

Refund Policy

It is The Maid Crew’s policy not to provide discounts or refunds once Time & Labor has been rendered. Instead of discounts or refunds, we offer clients the option of a Re-Clean if not completely happy with the quality of the cleaning provided. Conditions apply.

Deadline for Cancellations & Reschedules

Once your appointment for service has been solidified on our schedule, we set that space aside specifically FOR YOU. We also reserve the necessary man-power to attend to your cleaning, while turning other business and potential clients away. Should you need to either cancel or reschedule a particular cleaning, we require a ONE day advance notice prior to your appointment.

Late Cancellation Fee

The Maid Crew requires a minimum of ONE DAY’s ADVANCE NOTICE if / when you should ever need to cancel or reschedule a cleaning. This will allow us time to adjust the routes and book other clients in your place. Failing to provide a one day advance notice of cancellation or rescheduling will result in a $50 late cancellation fee being assessed and charged to your credit card on file.

Lock-Outs & Turn-Aways

If our Crew is either turned away at your door or simply unable to gain access to your home upon their arrival, an attempt will be made to contact you for assistance. If you cannot be reached or you refuse service, the Crew will be instructed to cancel the cleaning & move on to their next account. Such a scenario shall be viewed as a “Lock-Out”. All Lock-Outs are treated as late cancellations and will result in a fee of $50 automatically billed to your account & charged to your credit card on file.

Skipping of Service (for recurring accounts)

If you are a recurring client, a discount has been factored into the price of your cleaning based on your frequency of service. If we are to honor the discounted pricing provided, we will require that you, in turn, honor the integrity of your recurring service schedule. In the event you cannot maintain the integrity of your schedule and you need to skip a cleaning, (as opposed to reschedule) your next appointment for service shall be billed in accordance with the pricing structure established for your account. (Example: If your service is normally every two weeks (at say $85) and you skip a visit, your next cleaning will be bill as a monthly (at say $115) due to the resulting four week interval between cleanings.)

MONTHLY CLIENTS needing to reschedule or skip a cleaning which, in turn, results in a gap of 5 – 8 weeks between cleanings, will be assessed an extra cleaning fee commensurate with the size and condition of their home. Clients with a gap of more than 8 weeks between visits will have their next scheduled cleaning treated like an initial & provided by the hour at a rate of $35 per maid, per hour, in order to bring the home back up to maintenance level.

Solicitation of Employees

When hired, The Maid Crew employees sign a non-compete agreement barring them from performing any service for any past, present or prospective clients residing within our current service area both during their employment and for a period of one full year following their departure or dismissal. Upon requesting service, you agree not to solicit, entice, or influence any current or previous employee still bound by their non-compete agreement to take care of their service needs, whether directly or indirectly, individually, or through a family member or other person or company, under penalty of a $4,500 finders fee assessed against your account, due & payable 30 days from the date of assessment. If you would like to hire, directly or indirectly, one of our current or previous employees who remain contractually obligated to their non-compete agreement, we would be happy to release them from their contract and bill your account a referral fee of $2,500. We consider our employees our most valuable asset and charge accordingly.