Our friendly office staff are available Monday through Friday 7:30 am to 5:00 pm to answer questions or assist you with scheduling an appointment. If you contact us after business hours or on the weekend, we’ll respond on the next business day. Our email address is Yourcleaning@setcleaning.com. Here are some frequently asked questions:
How will our relationship work?
Communication is important for any relationship including ours. No contracts. No hassle. Establishing this open communication and being flexible ensures your satisfaction and puts you on the way to becoming a long-term client. The BEST way to communicate with us at SET Cleaning is either through the Customer Portal, Email or Text. Our office staff has immediate access to the customer portal, emails and text and we can better document all of your needs. Also, you can always call us.
Text ONLY #: 804-376-9176
Office Phone #: 804-598-1005 ext. 101
Are we a franchise?
SET Cleaning Services opened in 1999 out of the Midlothian garage of the home of the business owner, Suzanne Hayzlett. SET Cleaning is still locally and independently owned with our one location in Powhatan.
How do I know I can trust SET Cleaning?
Trust is the backbone of what we do. Our staff are full-time employees and not day laborers. We hire and extensively train all of our own employees. Before hiring we background check all of our employees and drug test them. Our cleaning technicians must pass our rigorous application and screening process, written tests, and over 40 hours of on-the-job training. Our employees are fully insured and bonded. The cleaning technicians are identifiable by their SET Cleaning logoed shirts and logoed cars.
What Zip Codes does SET Cleaning service?
23027 Cartersville 23120 Moseley
23040 Cumberland 23139 Powhatan
23112 Midlothian 23235 No. Chesterfield
23113 Midlothian 23236 No. Chesterfield
Why do I have to have an initial cleaning?
We have found that having an initial cleaning brings your home up to a certain standard. It’s a standard that we will maintain. The initial clean requires extra time to properly start the process of eliminating old dirt along with dust accumulation on baseboards and other forgotten or neglected areas. For more information on initial cleanings and what they entail, go to www.setcleaning.com/initial-cleaning/
Do I provide cleaning supplies or equipment?
No, SET Cleaning comes into your home fully equipped to clean with top-quality products and commercial vacuums. Most of the cleaning products we bring into your home are certified green.
Should I do anything to prepare for our cleaning service?
You can help us provide exceptional cleaning service by following these steps:
- You can contact us with any concerns or questions.
- If you pick up and tidy all rooms before we arrive, we can dedicate more of our time to cleaning, rather than to straightening up. Tidying the house before our arrival also prevents us from putting stray objects in the wrong location.
- Hang picture frames and mirrors on sturdy wall hooks appropriate for the weight of the hanging item. Also, inspect the hanging wire and replace it if deteriorated. Place bumper guards on the backside corners of wall hangings to keep the wall paint from getting scratched.
- Place felt padding on the feet of furniture pieces that are on hardwood floors to avoid scratching the floor when we move the furniture to clean under it.
- Check and repair loose or broken items.
Can I provide special instructions for my team?
Special instructions will enhance the cleaning experience you receive. However, it is very important you communicate any special instructions directly to the office so that we can place them in the permanent notes section of your file. This makes your notes available to the cleaning technician that cleans your home in the future.
Do I have to be home during house cleanings?
No, but it is certainly whether you are at home or not is your preference. Most of our clients aren’t at home when we clean. We clean Monday – Friday, 8:30 a.m. about 3:30 p.m.
How will you gain access to my home?
If you will not be home to let us in, we ask that you provide us with a key and, if necessary, an alarm code. All keys are numbered, never labeled, and kept securely locked until the day of your cleaning.
How often can you provide service?
SET Cleaning provides weekly, every two weeks, or every four-week service. We also offer cleanings for special occasions, post construction cleanings, as well as move-in and move-out cleaning services.
What do you mean by “Arrival Time”?
When we schedule your cleaning, you will be given a time frame for when the assigned team will arrive at your home. Exactly when they arrive depends on traffic, weather, and the conditions of other homes on the schedule. A two-hour window of arrival is typical.
What happens if I need to reschedule my cleaning service?
If you email or text our office to reschedule at least 72-hours before your regularly scheduled cleaning, we can usually accommodate your scheduling needs. The more notice you give us, the more likely we will be able to meet your needs.
Do you always send the same employees?
We believe that sending the same employee is very important and we do everything within our power to send the same employees. However, just like every workplace, we experience absences and resignations. We will send a replacement employee, if necessary, in order to meet your schedule requirements. All of our employees are trained in the same cleaning method, so that when another employee must be used, it is almost unnoticeable to our clients.
What if the cleaning technicians missed a spot?
SET Cleaning offers consistent, quality home cleaning. There may be a time when the cleaning technicians “miss a spot.” That’s why we offer a house cleaning guarantee. This means if you notify us within 24 hours of your cleaning, our cleaning technicians will go back the following business day and fix it.
What if something is damaged during a home cleaning?
We treat you and your home with complete respect. If we unexpectedly damage an item, we do our best to either repair or replace that item.
Am I liable for workers’ compensation, insurance, or employment taxes?
SET Cleaning offers a worry-free home cleaning service solution. We are fully insured, licensed, and bonded for your protection and ours. We hold liability insurance for all work-related injuries as well as pay our employees through a professional payroll service. Most independent cleaning services do not; this sets us apart from them.
Are the employees allowed to receive tips? If so, how much?
Tips are appreciated and handled most of the time between the client and the employee. We have found it common for clients to tip at the end of each cleaning. Other clients make a larger tip at the end of the year. Tip whatever you feel comfortable giving. There are a couple of ways you can tip.
- Give the money directly to the cleaning technician(s)
- Add the tip when you do the survey after the cleaning
- Add a tip through the Customer Portal
Do all of your employees speak English?
Yes, all of our employees speak English. Good communication is important to us. Actually, a good portion of our employees are presently attending college or another type of school. Thus, we ask our clients to relay any notes or requests to the office. We will add this information to the work orders for the cleaning technicians. All our employees are in touch with the office via their cell phones throughout the work day. We can easily relay a message for you even while they are working in your home. Just let us know.
Is SET Cleaning pet friendly?
Yes! We are a pet-friendly company and believe it is OK to have pets in the house while we clean. If your dog/cat is aggressive in any way, we suggest leaving your pet crated or in a gated area to ensure the safety of our team. If you are not home during our clean, we ask that you inform our office on how to handle the pet, so the team is clear when entering the home. Please clean up after your pet prior to our arrival. Our staff will not handle pet waste.
What does SET Cleaning not clean?
To provide this level of exceptional service to all our valued clients there are some areas and items in your home that SET Cleaning does not clean.
SET Cleaning typically does not:
- Wash dishes
- Do laundry
- Pick up or remove clutter
- Clean inside of fireplaces
- Clean toys
- Move heavy furniture
- Clean TV/computer screens
- Handle pet or human secretions
- Wash Walls
- Steam Clean Carpets