FAQ
Helpful Information
WHY SHOULD I TRUST KLENSING?
We’re proud to offer professional cleaning services and employ cleaning techs who pride themselves on top-quality services. After undergoing an extensive background check, each member of our team is thoroughly trained on every step of our detailed cleaning plans. We also back all of our work with a 24-hour warranty. These are just a few of the many reasons why customers trust Klensing.
WHO DOES KLENSING HIRE TO CLEAN MY HOME?
You can rest assured that all of our professional cleaners are fully trained and insured. We respect all of our customers by never smoking, drinking, eating, or using appliances during our cleanings. We wear our Klensing uniforms with pride and confidently carry out services that exceed expectations. We also undergo regular training to ensure that we’re always up to date with all of the latest and greatest cleaning techniques. For additional safety and peace of mind, the work we perform for each customer is held accountable by a trusted and experienced supervisor.
HOW WILL OUR RELATIONSHIP WORK?
Klensig utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email three days prior to service as well as a reminder text the day before. Please note that the Klensing phone number is an office landline and does allow for limited text use. You will also receive a follow up survey after each cleaning in your email.
HOW DO WE PREPARE FOR OUR CLEANING?
We are thrilled to come clean for you and want to be able to leave your house sparkling. In order for us to be able to provide the highest quality cleaning possible, we would just ask for you to do a couple things to prepare for our arrival. Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc. Please make sure all dishes are put away so that we are able to thoroughly clean your kitchen.
DO I NEED TO BE HOME FOR EVERY CLEANING SERVICE?
No, most of our customers aren’t home when we arrive. In a majority of these cases, our insured cleaning professionals are provided with a spare key, garage code, smart lock or lock box code.
WHAT DO YOU MEAN BY “WINDOW OF ARRIVAL”?
When you schedule cleaning services with Klensing we’ll give you an arrival time frame of one to three hours. Because we give our clients the individualized attention they deserve, we’re not able to provide an exact time of arrival, but we do our best to ensure that our cleaning plan doesn’t interfere with your schedule.
WORKING FROM HOME? WHAT IF I HAVE A FULL HOUSE?
The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work
in their normal speed, Klensing reserves the right to charge for their extra time spent in the client’s home. If for any reason a cleaning tech of Klensing feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests or animals, the client will be liable for the full cost of the service.
WHAT IF I NEED TO MAKE CHANGES TO MY APPOINTMENT?
In the event that you reschedule, skip, add or cancel your service, we ask that you give a (48) hour notice. Without a (48) hour notice you will be charged 25% of your cleaning.
Cancellations on the same day of service for any reason will be charged half the rate of service. All cancellations must be made through our office.
NOTE: All cancellations will also cause the rate for your next cleaning to increase to the next level [example - if you are serviced weekly and you skip a service, you will have to pay the bi-weekly
rate for your next cleaning, if you are serviced bi-weekly and you skip a service you will pay the monthly rate for your next cleaning.
HOW DOES PAYMENT WORK?
Klensing has a “no pay/no clean” policy. Payment is due in full the day of the service. The cleaning technicians do not handle any form of payment. Klensing requires a credit or debit card on file at the time of booking. Your card will be charged the morning of your cleaning before service. If card is declined, payment information must be updated with our office before service will be performed. In addition, a cancellation fee equal to half the service cost will be added if information is not updated same day resulting in cancelled service.
For first time cleaning, your card will be charged half the service at the time of booking arrival, and the remainder after service is complete due to the fact that your first time cleaning price is an estimate and cannot be confirmed until about halfway through service. Please note that the 50% deposit to secure your cleaning is non-refundable.
Tipping the cleaning techs is never required but always appreciated. Thank you in advance if you choose to do so.
PRICE INCREASES:
Clients are given advance notice of any price increases. Klensing reserves the right to raise prices at anytime.
HOW DO YOU HANDLE BREAKAGE OR DAMAGES.?
Breakage:
It can happen when you least expect it! Klensing can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Curio cabinets, figurines, glassware and items of extreme value
or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning techs, Klensing will pay up to $100 per item or replacement cost when value is verifiable. The client needs to save broken item for Klensing to inspect.
Damage:
Client should point out any damage to surfaces during walk through and before service begins. Klensing is sometimes called in to correct damage that was already there or that another cleaning company was responsible for. In this case we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter Klensing reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs. Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
Klensing uses non-toxic, eco-friendly products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand Klensing will not be held liable for any damage caused by your products. To prevent damage andfor the safety ofour cleaning techs bleach will not be used even if
requested.
I HAVE FUR BABIES WILL THAT BE A PROBLEM?
We love our clients’ pets! But for their own safety and the safety of our cleaning techs, please put your large or skittish pets in a secure area of the home or garage. Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross contamination.
HOW MUCH DO YOUR SERVICES COST?
We’re proud to be recognized as a provider of top-quality and thorough cleaning services. Our team works with every client to develop a cleaning plan that’s customized to fit their needs. The costs of our services depend on the size, condition, and what you’d like cleaned.
DO YOU OFFER COMPETITIVE RATES?
We’re recognized for being fair and flexible. Some individual cleaning companies are able to offer lower rates because they don’t cover liability insurance or workers compensation. Klensing is proud to be a living wage employer and to provide these benefits that ensure our customers’ peace of mind while still being able to offer competitive rates for our quality services.
DO YOUR KLENSERS ACCEPT TIPS?
While tips aren’t expected, we’re allowed to accept them. Some of our clients prefer to tip a little at the end of each service while others provide a large tip at the end of the year. You can also leave a review on our website or Facebook page. We love hearing that our work is appreciated.
DO YOU GUARANTEE YOUR WORK?
We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 470-508-5428 or to info@klensing.com within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.