FREQUENTLY ASKED QUESTIONS

Q&A

WHAT IS THE PROCESS FOR INCLEMENT WEATHER?

The Kleen Kueen will provide limited, delayed, or a no service status during incidents of severe weather. Limited, delayed, or no service may occur due to snow, ice, sever e thunderstorms, power outages or if the state declares an emergency.  All scheduled cleaning visits during inclement weather will be on an advisory status depending upon driving conditions.  In the event of severe weather, The Kleen Kueen will notify clients of service limitations, delays, or cancellations.  Please dial the main office number at 484-402-7786 to report conditions such as power outages, treacherous roadways or driveways, downed power lines. or other conditions which may present a hazard for the team.

HOW MANY PEOPLE WILL CLEAN MY HOME?

A team of two highly skilled Housecleaning Specialists. – A Team Leader and One Other member

WHAT IF SOMETHING IS BROKEN OR DAMAGED DURING A CLEANING?

Although we practice care and diligence while working with all of the items and surfaces in your home, accidents will occur. Please notify the office within 24 hours of your cleaning. Do not attempt to replace any items prior to speaking with the office. The Kleen Kueen will not reimburse any damage costs not discussed and approved by the office. A damage item protocol is in place that we must follow in order for us to consider reimbursement. Failure to comply with this protocol may negate reimbursement of the item. The Kleen Kueen requires you to fill out a damage claim form and retain the broken item for investigative purposes if necessary. Also, be aware that The Kleen Kueen is not responsible for damage due to faulty and/or improper installation of any item in your home. Please make sure items such as but not limited to blinds, pictures curtain rods, loose carpet etc…are properly installed and able to withstand the normal cleaning process.

DO I HAVE TO BE HOME DURING HOUSE CLEANING?

Most of our customers are not home when we arrive to clean. Expectations and detailed instructions are established prior to your first visit so there is no need for you to be home. However, if you choose to be home while we clean, that is not a problem for us. We will provide you with an expected window of arrival.

SHOULD I TIP THE CLEANING TEAM?

A tip is neither expected nor required. The best way to let your team and the quality dept know how you feel about the great service they provide in your home is by responding to the quality assurance email we send out after each cleaning. The team wants to know that the service they provided met or exceeded your expectations. Your feedback is important as we pay our staff bonuses based on clients’ feedback.  Tips are usually only given around the holidays.  A tip amount equal to the price of one service is industry standard if you have been a recurring customer for six months or more, otherwise use your discretion.

SHOULD I DO ANYTHING TO PREPARE FOR A CLEANING SERVICE?

Before we come to clean your home, it would be appreciated if items were picked up off the floor, dressers, and counters. This allows our team to clean more thoroughly.

DO I HAVE TO SUPPLY A CREDIT CARD?

We will not schedule any cleaning jobs unless we have obtained a valid credit card. We keep this card on file in conjunction with our payment, non entry and cancellation policies. All customers receive literature clearly stating our company policies and terms of service.

WHAT HAPPENS IF AN EMPLOYEE GETS INJURED WHILE CLEANING IN MY HOME?

You will not be held responsible if one of The Kleen Kueen employees sustains an injury while cleaning in your home. The Kleen Kueen team members are full time employees and they are covered by our Worker’s Compensation Insurance policy.

HOW DOES THE KLEEN KUEEN DETERMINE THE COST TO CLEAN MY HOME?

Our pricing is completely individualized and the price will depend on the square footage of your home, condition, and other factors such as number of people and pets,  clutter and lifestyle.