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Frequently Asked Questions
WHO IS COMPLETE CLEANERS AND WHAT IS MY GUARANTEE?
Complete Cleaners is a professional cleaning and laundry service, and we employ insured contractors and employees who do an outstanding job and put quality first. Our workforce teams consists of alumni, students and highly experienced cleaners, for the best combination of reliability and growth. We are so confident in our cleaners that if you have any concerns about anything being missed, we will gladly send a manager to your door within 24 hours to fix whatever was missed. Our mission is that you are 100% satisfied with your service every single time.
HOW DO I GET UPDATES ALONG THE PROCESS?
Communication is key. From the moment you book your cleaning until the moment your service is complete and even after, we are here for you across just about every medium. You can always call us, text us or e-mail us. We always want you to be informed of the next step to make this as easy for you as it should be. You will receive a confirmation email immediately after booking with all your details. You will also receive a text message the day of your service as a friendly reminder, should you opt-in. Data and message rates based on your carrier may apply.
WHAT SHOULD I DO BEFORE A CLEANING SERVICE?
If you order a cleaning service from us, all that we ask is that the areas that are to be cleaned be free of clutter. We do not reposition items or move large furniture for your safety and that of our employees. Keep in mind that Complete Cleaners does not offer dish-washing services, so if you would like to have your sink cleaned, please ensure there are no dishes in the area.
DO YOU CLEAN AIRBNBs AND/OR VACATION RENTALS?
We absolutely do! In fact, we take great pride in these services and go the extra mile to make sure that everything is arranged and cleaned to your exact specifications. Simply book a FREE ESTIMATE APPOINTMENT in our "Schedule Service" section to get started. One of our owners will personally visit your property and complete a walk-through with you. We guarantee you will have an exact estimate within the same day! You will also benefit from our recurring service discount as long as your property is cleaned more than once per month!
DO I HAVE TO BE HOME DURING CLEANINGS?
We ask that at least one resident be home at the time of service, as we need entry to the property. While we prefer that a resident remain in the household during the service, we do understand that sometimes it is more convenient to leave the premises. We do offer the option to do so, but we will need your consent that Complete Cleaners cannot lock any doors or secure any entry-ways upon departure.
For AirBnBs or Vacation Rentals, we can use a lock-box, keypad or spare key for entry. We are able to accommodate to whatever you are comfortable with. As long as we have your rental calendar, our cleaning technicians will ensure the job is completed well before your next guest is ready to check in! You do not need to be present if an entry method is agreed upon ahead of time, but feel free to drop in at any time!
WHAT TIME DOES COMPLETE CLEANERS ARRIVE?
Complete Cleaners strives to arrive as close to the scheduled time as possible. We will arrive within your one-hour scheduled service window barring any unforeseen circumstances with entry to the residential property. Typically we arrive closer to the beginning of your one-hour window. We will call you upon arrival so that you can escort our employees to your unit or door.
WHAT HAPPENS IF SOMETHING IS DAMAGED DURING A CLEANING SERVICE?
We take the utmost caution when servicing your home. While breakage or damage is very rare, we are fully insured and prepared to work with you to provide executive resolution to any situation that arises.
For a full summary of our breakage policy, please look under BREAKAGE in our terms and conditions at www.completecleaners.co/terms-and-conditions
AM I LIABLE FOR ANY INSURANCE WHEN HIRING CompleteCLEANERS?
Complete Cleaners is a professional service and our cleaners are insured with general liability insurance. While we employ independent contractors as well as part-time and full-time employees, we ensure that all legal requirements are met for ALL cleaning technicians servicing your home. You, as the home-owner are not liable for providing worker’s compensation, insurance or employment taxes.
WHAT DOES COMPLETE CLEANERS NOT CLEAN?
Complete Cleaners strives to satisfy every customer’s cleaning needs. However, to maintain a high-standard of quality and consistent service throughout, there are certain things that we cannot clean. Complete Cleaners does NOT guarantee the removal of stains such as, rust, mildew or others caused by hard water build-up or lack of maintenance.
For a full list of what we can clean please read our “SERVICE DISCLAIMER” under terms and conditions at www.completecleaners.co/terms-and-conditions
Additional premium services such as cleaning the inside of your refrigerator and cabinets can be added to any service for an additional fee. If you have any special requests, don’t hesitate to ask!
DO I HAVE TO PROVIDE CLEANING MATERIALS OR EQUIPMENT?
You don’t have to provide anything other than access to running water and electricity! Our employees come prepared with industrial-grade supplies to tackle any job.
WHAT HAPPENS IF I NEED TO RESCHEDULE OR CANCEL?
Complete Cleaners understands that life happens. Things come up and we understand there will be times that a reschedule is needed. We are more flexible that most companies when it comes to this. All that we ask is that you let us know as soon as possible if you need to reschedule.
Cancellations outside of 24 hours are fully refundable.
Cancellations within 24 hours are non-refundable.
Reschedules within 24 hours are subject to a 25% upcharge.
While we would love to charge no fees at all, because we are an on-demand service, our employees are on call. We value our employees for the hard work they do, and commit to paying them for their availability.
WHAT IF I NEED MY SERVICE DONE ON A HOLIDAY?
Complete Cleaners lives by its motto “By the students, for the students”. Holidays may be just the time your relatives are coming to visit, and you may need a last-minute clean!
While we do close on Christmas Eve/Day, New Year’s Eve, and Thanksgiving Day, we offer availability on most other holidays. While these days may not show as available on our calendar, we work on a per-case basis.
If you need cleaning or laundry services on a holiday, please call us to book an appointment. Because we will have a limited amount of employees available on these days, services are first-come first-serve.
HOW DO I PAY FOR MY SERVICES?
You can pay online as soon as you book your service.
We believe in making everything as easy as possible for you, so our booking system accepts all major credit cards! If you need to order an extra service or decide you need something additional completed once our cleaners are on-site, simply let us know and we will email you an invoice for the additional service! Our invoices accept all major credit cards as well as PayPal!
For security purposes, we do not accept cash, checks or money orders for payment of services.
DOES COMPLETE CLEANERS OFFER “GREEN” CLEANING?
Complete Cleaners believes in Green Cleaning and the benefits that it affords. While we typically use a combination of products; If you would like us to use only green-cleaning supplies and cleaning solutions, please let us know in the notes section when you book your service. You can also notify us via text or phone call at least 24 hours before your service.
HOW FAR OUT DO I HAVE TO SCHEDULE MY SERVICE?
We ask that you schedule any service at least 48 hours out. While we do offer same-day service, there is a 25% fee for booking within 24 hours. Please call us or text us to schedule such services, as our online booking calendar will not permit this action.
DO YOU CLEAN HOUSES TOO?
While Complete Cleaners specializes in apartment, condominium and dormitory cleaning, we do offer house cleaning as well. Rates for home cleaning are based on square footage and room/bathroom count. If the sq. footage of your home exceeds the maximum on a service, please book the next service up, even if your room count is less. If you need any assistance with this, just give us a call. We are here to help!
HOW CAN I REVIEW MY EXPERIENCE AND PROVIDE FEEDBACK?
Feel free to like us on Facebook @campuscleaners and leave any feedback you’d like right on our page. Additionally, after each service we send out a quick Customer Satisfaction Survey to see how we did and give you a chance to voice any praise or concern with our service. We believe transparency and honesty to be the best policy. If you have any concerns please don’t hesitate to contact us directly via email at firstname.lastname@example.org We will respond to you within 24 business hours. Your feedback is of the utmost importance to us.
CAN I LET YOU KNOW ABOUT SPECIAL REQUESTS?
Absolutely. If there is anything in your home that needs special attention, please let us know! Additionally, if we are recurrently cleaning your residence and there is anything that you would like us to communicate to our employees before each clean, please notate it or give us a call!
WHAT INTERVALS OF SERVICE DO YOU OFFER?
Complete Cleaners provides on demand, recurring and move-out cleaning services.
For rates and details visit www.completecleaners.co/schedule-service
HOW DO YOU COMPARE TO OTHER CLEANING SERVICES IN PRICE?
As students and alumni, keeping prices affordable is at the top of our list. At the same time, we truly believe that just because something is affordable it shouldn’t be rushed or sub-par. We ensure that our prices are the most competitive in Tempe among established cleaning companies. While some independent contractors may offer lower prices, not all of them guarantee quality or have background checked cleaners like we do. We ensure that all of our cleaning technicians are background checked and covered by our general liability insurance so that you can book with confidence.
IS COMPLETE CLEANERS PET FRIENDLY?
We do offer pet-hair cleanup for an additional cost, and do not mind pets in the house while we clean However, we do ask that you place your pet outside or in a separate room while we work for its safety and ours. COMPLETE CLEANERS IS NOT RESPONSIBLE FOR PETS LEFT UNATTENDED WITHIN A HOME DURING SERVICE. PLEASE REMEMBER WE CANNOT LOCK ANY DOORS OR WINDOWS FOR YOU IF YOU ARE NOT HOME. WE WILL LEAVE DOORS AND WINDOWS AS WE FOUND THEM AT THE BEGINNING OF THE SERVICE. PLEASE ENSURE YOUR PET IS IN A SAFE PLACE AND DOES NOT HAVE THE POSSIBILITY OF ESCAPING THE HOME.
ARE THE EMPLOYEES ALLOWED TO RECEIVE TIPS?
Tips are never expected but always appreciated! Our employees pride themselves in their work and are very grateful when they receive tips.
However, you will never by any means feel obligated or pressured to tip! If you have any concerns please reach out to our management team at 480.808.9664
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