FREQUENTLY ASKED QUESTIONS ABOUT LILLY´S CLEANING SERVICE, INC.
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What makes Lilly’s Cleaning Service Different?
We have been servicing hundreds of satisfied clients since 1992. Our people and our commitment to high standards of quality have created our success. Our employees are trustworthy. We treat them with respect. We give them a stable job with vacation time, holidays, sick days, medical insurance, and have an incentive program.
All Lilly’s employees pay income taxes and Social Security and are covered with Workers Compensation and Unemployment Insurance. We have professionally trained, specialized cleaning technicians that work in teams with a permanent quality assurance leader. These distinctions make us unique in our local market.
In addition, Lilly’s does not use a “rotational system” which only cleans part of your house at each visit. Our cleaning program cleans all areas of your home every time we provide our services. See Routine Cleaning Program Here.
Is Lilly’s insured and bonded?
Yes. Lilly’s carries liability insurance to protect you and will cover any damage to your home or property that accidentally is caused when we are working. Lilly’s employees are bonded!.
What happen if one of Lilly’s employees has an accident in my home?
If one of Lilly’s employees has an accident meanwhile they are working at your home, they are covered for our workers compensation policy.
What if something breaks while you're cleaning? Are you responsible?
Lilly’s employees take the utmost care in cleaning your house. However, if something is accidentally damaged by our technicians, we will take responsibility for the damage. Lilly’s carries liability insurance that protects you and will cover any damage to your home or property that accidentally is caused by Lilly’s employees. See Policies here.
Do I have to be Home When You Clean?
Only if you wish. In fact, many clients prefer to give us a key so we can clean when they are away.
All keys are given a code designation and secured when not in use. If you wish we can coordinate a different way to get in to your house in the event you will not be at home, please call the office and let us know so we can notify the team prior to their arrival.
Does Lilly’s guarantee a quality service?
We offer a 100% satisfaction guarantee. We inspect our work before leaving your house. If, after your inspection, you find our service unsatisfactory, you can contact us within 24 hours so we can correct the issue the next day. Refunds are not offered. We will correct any mistakes, because we want to do the right job. Requests received by our office after that will be incorporated into your next house cleaning.
Do you bring the Cleaning Supplies and Equipment?
Yes we do. We arrive with all cleaning supplies and equipment necessary to make your home sparkle. You'll be happy to know that our products are mainly environmentally safe.
What kind of products do you use?
We are using mainly environmentally safe products. We are very aware of the importance of taking care of our environment and of course of our employee’s health.
How Do I Make My Payment?
We accept cash and check. We require full payment upon completion of our cleaning service, or a $5.00 finance charge will be assessed to the bill. Outstanding balances must be paid prior to the next cleaning or we will not be able to perform future cleaning services. Returned checks are charged $30 for reprocessing.
How can I get a free estimate for my home?
You can either call to our office to schedule an appointment (301)990-4179 or submit a schedule request clicking here.
Do you have References?
Absolutely. Please click here to check some letters from our clients.
FAQ (HOUSE CLEANING)
How do I Get Ready or Prepare For The Cleaning?
Please assist us to do a better job for you
- When Lilly's first visits your house, please carefully consider all of the areas you want us to clean, so they are accurately reflected in our scope of cleaning services. If afterward you think of any changes in the scope of services please notify us at least four days in advance so that we can consider an adjustment to our house cleaning schedule and agreement. Due to scheduling efficiencies, last minute change requests may not to be able to be accommodated.
- Prior to the cleaning technician’s arrival, please remove all items that may delay our cleaning service. This will maximize efficiency and minimize the time we spend to clean your house. If you prefer that our cleaning technicians remove these items, we will add the additional billing time and charge you accordingly.
- For safety reasons, we ask that your children be supervised while our staff and equipment are present in your home.
- Please secure all pets that are dangerous to our employees inside and outside of your house. Lilly’s is not responsible for cleaning up after pets.
- Please be sure your home is accessible to our cleaning crews. If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit, or provide us with a code. If our cleaning crews are unable to access your home or if our crew is turned away when they arrive (for any reason), you will be charged fifty percent (50%) of the bill due for the service that would have been performed.
- If you have any irreplaceable, collectable or expensive objects, we ask that these items be secured or put away in order to avoid painful accidents.
Will you send the same cleaning crew each time?
Yes, our goal is to send the same cleaning technicians each time we go to your home. If a person is sick or on vacation, you can be sure that we will send a trained technician from other crew. There is always a supervisor in charge of quality control with the crew and they carry specific instruction about what we do in your house.
What are your hours of operation?
We are available to clean your house Monday through Friday, from 8 a.m. to 4 p.m.
What is the frequency of your services?
We offer our services weekly, every two weeks and every four weeks or if you wish will do one time cleaning for you.
FAQ (COMMERCIAL CLEANING)
Is Lilly’s Cleaning Service insured and bonded?
Yes. Lilly’s Cleaning Service, Inc. is fully insured and bonded, providing liability and property damage coverage as well as employee bonding and all other applicable forms of insurance coverage.
Will I know who has the access to my facility?
Yes. You will be provided with the name, employee # and a photograph of all people that will be performing cleaning services in your facility. All employees are screened for your protection. They are neat in appearance and carry proper company identification.
Does Lilly’s Cleaning Service have an emergency phone number if case I need it?
Yes. We provide our customers with an emergency phone number and can be reached 24-hours a day should an unexpected event take place.
Does Lilly’s Cleaning Service pay attention to details?
Yes. We believe that every element of the cleaning job – no matter how small – contributes to the overall quality of our service. For this reason, we developed the Quality Control protocol that assures all the cleaning tasks are completed to customer’s satisfaction.
Can you come to clean after 5pm?
Yes, if this is the time that works for you.
Do we need to give you a key?
Yes, that will be the more reliable way of doing it. We are fully insure and bonded and a copy of our insurance certificate can be sent it to you upon request. Only authorized personal will have access to your key.
How early in the morning could you start?
Depending where your offices are located we could be there between 8am and 9am. If your are close to our main office in Gaithersburg, where all our associates meet at 7:30 am we could start earlier. Be aware, please, that we will do the best we can not to interrupt your working routine ;nevertheless we will produce some noise with our vacuum.
How many people will come to clean?
It will depend of the amount of work that is involved and the time of the day that we agree to do the job.
Should we tip your employees?
Only if you wish to do it. Must companies do it by the Holidays.
What happen if there a snow storm and you can’t come to clean?
You will be notified of a change on the schedule. We will clean as soon it is possible.
FAQ (CARPET CLEANING)
How do I get ready or prepare for a carpet cleaning?
Please be sure to remove from the floors all toys, clothes, and personal items. Please be sure to put away all valuable and irreplaceable objects. See polices here.
Could hot water extraction / steam cleaning damage my carpet?
No! Hot water extraction is the method preferred by many carpet manufacturers. It is considered by many manufacturers to be the best method of removing soil and other contaminants.
Why is the The Rotovac System better than a wand?
The manual scrub wand is a good cleaning tool for cleaning lightly soiled carpet. When cleaning more heavily soiled carpet, the wand becomes a "beast of burden." Cleaning results depend upon the strength, stamina, and technique of the person working the wand. Cleaning heavily soiled carpets with a scrub wand is "hard labor." The repetitive motion of scrubbing back and forth is extremely strenuous and fatiguing.
First and foremost the Rotovac is an electric power tool. The Rotovac makes more cleaning passes per minute than is possible with a manual scrub wand. In addition, the cleaning passes are from all directions rather than just back and forth. This is what produces better cleaning results with far less operator fatigue.
What is the dry time of the Rotovac System compared to a wand?
The Rotovac System on average leaves the carpet about 20% drier when compared to a manual scrub wand under similar conditions.
Does the Rotovac System work on all types of carpet?
The fully adjustable Rotovac system cleans and restores all types of carpet with or without any kind of padding.
FAQ (WINDOW CLEANING)
How do I get ready or prepare for window cleaning services?
Be sure to remove any objects on the window sills and provide a clear access to the inside of the windows. Be sure that your windows can be opened before we arrive.
Can Lilly’s clean windows that appear foggy?
If it is between two separate window panes, we would not be able to clean it, the seal may be broken. In this case, is better to contact your window manufacturer and check if your windows still have a valid warranty.
Can Lilly’s remove paint and stickers?
Yes we can, but this does take longer and is not included in the regular estimate,
How often should I clean my windows?
A minimum of 2 times a year is highly recommended to prevent glass degradation.
FAQ (DECK CLEANING)
Why should I clean my deck?
Unprotected wood is subject to mildew and algae growth, rot and decay, surface graying and degradation from ultraviolet (UV) rays from the sun, and insect attack from a variety of sources.
How often should I have my deck cleaned and sealed?
That depends on our climate. Decks in the direct sunlight tend to fade and dry out; decks in humid and shady areas grow algae and fungus spores. Both problems require attention yearly, or no later than two seasons apart
How do I Get Ready or Prepare For The Deck Cleaning?
Please clear the deck of furniture, toys, etc and make sure no children have access to the area.