Frequently Asked Questions
CALL TODAY FOR MORE INFO (708) 935-2232
HOW DO I CONTACT PREMIERE SERVICE?
We answer all phone calls and emails received between 9:00 a.m. till 9:00 p.m. If you leave a voicemail or send an email outside these hours, we will respond no later than 10:00 a.m. the following business day. Please feel free to leave a note for our cleaning technicians at your time of service. You may include comments, needs, likes, dislikes, etc. We are here to serve you and your input is invaluable and appreciated. You may also email our Concierge 24x7 at Concierge@PremierSouthwest.com for all of your cleaning questions, concerns, or valuable feedback.
WILL I HAVE THE SAME CLEANING STAFF EVERY TIME?
We make every effort to assure you have your regular cleaning technician each visit, but this is not a guarantee. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning technician. We will always be respectful in your home. There is not any smoking, eating or drinking (other than water) allowed in your home or office, nor do our cleaning technicians watch TV or play the radio. They do not answer the phone or door. Our only purpose while in your home is to clean.
DO YOU HAVE A WARRANTY or GUARANTEE?
We have built our business on reputation by providing our clients with the best possible cleaning services available anywhere. We realize that because we are only human, things could get missed. Should this ever happen, please phone our office and/or email us within 24 hours and we will make a note to resolve this issue as soon as possible.
WHAT SUPPLIES DO I NEED TO PROVIDE?
We provide our own cleaning products including cleaning agents and microfiber towels. We pride ourselves in our state of the art cleaning practices. We use color coded microfiber technology ensuring the avoidance of cross contamination. Our cleaning agent is a citrus based, commercial green cleaning product that works great and leaves only a light citrus scent behind. If you have specific products you prefer, just leave them out and we will gladly use them. To avoid the transference of dirt and dander we ask that you provide a good working vacuum and a roll of paper towels.
WHEN WILL MY CLEANING STAFF ARRIVE?
We will make every effort to provide you with an arrival window, however, please allow us the flexibility of scheduling our cleaning between 8:00 a.m. and 2:00 p.m. We try to schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain our prices and avoid trip fees. If you require an AM or PM clean time we will make every effort to accommodate your request, however no exact start times are guaranteed.
HOW DO I SCHEDULE A CHANGE IN CLEANNG DAY/TIME?
We do our best to stay on schedule. However, if a change is necessary we will let you know as soon as possible and would ask that you do the same. Please call our hotline at 708-935-2232 for any scheduling changes. We require 24 hours notice for cancellations. If you are going out of town, rather than cancel we would like this opportunity to do some deeper cleaning projects such as scrub baseboards, clean the oven or refrigerator, organize the pantry, etc.
WHAT IF I DON'T WANT A CERTAIN ROOM CLEANED?
Please close the door and leave us a note about any rooms you do not wish to have cleaned and we will focus our energies elsewhere.
Should I need to pick up before the Cleaning staff arrives?
The better your house is picked up, the better job we can do cleaning for you. Dirty pots and dishes will be set aside or put in dishwasher (unless these services are specified in your quoted agreement). Getting things up off the floor by putting them on beds, basket, or couch helps, too. If you just can’t get things organized before we come, no problem, just know we will clean what we can get to.
HOW DO I PAY FOR SERVICES?
Payment by check or cash is due in full on the day of your service and should be left on the kitchen counter. Checks are to be made out to Premiere Service. If payment is not received or is not left a $5.00 Billing Service Charge will be added unless prior arrangements have been made. You may also mail or leave a check for the entire month at the time of your first cleaning. A fee of $25.00 will be charged for each NSF check returned by the bank. We also accept credit card payments (Visa, MasterCard, or Discover). There is a 4% credit processing fee incurred for each credit card transaction. To pay by credit card, click here to pay via secured server link, or simply give our Concierge a call at 708-935-2232 and we will process your payment over the telephone.
WHAT HAPPENS IF I CANCEL OR CHANGE MY TIME?
We allocate a block of time for the cleaning of your home, If you request a schedule change, we require 24 hours advanced notice to avoid a cancellation fee. If we do not receive a personal phone call or email within 24 hours of your cleaning time, or we are locked out you may be charged up to the full amount due for your scheduled cleaning. The best way to assure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled! Scheduling arrangements and changes should be done through our office, please. Our cleaning staff does not have the ability to change schedules.
HOW DO YOU HANDLE MY SECURITY SYSTEM?
If your home is equipped with a security system, please ensure that it is in the “off” position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lock-out fee.
WHAT HAPPENS IF SOMETHING GETS BROKEN?
If you have something that is priceless and/or irreplaceable, please put it away. It is very rare, but occasionally something gets broken. Your house cleaner will let our office know right away, as well as leave you a note alongside the broken/damaged item. If you would like us to replace it, we will do our best, but this is not always possible. Per our replacement policy, we will pay replacement costs of $100 per item/per incident. Please inform us at your initial cleaning of items in your home that we should avoid and/or are in ill-repair, i.e. a picture not professionally hung, loose knobs/handles, etc.
WHAT ARE YOUR HOLIDAYS?
We work every day with exception of Christmas, Thanksgiving, New Years Day and Easter. Please check your calendar in advance and let us know if we need to reschedule to avoid a Late Cancellation Fee.
HOW WOULD YOU HANDLE PETS?
We love pets! However due to potential health risks, we do not clean litter boxes, urine or feces. If you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning. We will never let your pets outdoors, unless instructed to do so by you.
