Housekeepers & Services FAQ

Frequently Asked Questions

Got questions about green cleaning and our housekeepers? We’ve got answers! Here is a list of common questions new clients ask about before booking services with Pure Cleaning Agency.


Answers

What is Pure Cleaning Agency?

Pure Cleaning Agency is a one-stop referral agency that connects private residences with green cleaning service providers in the Greater San Diego Area. Our services include general housekeeping, carpet cleaning, and tile and grout cleaning.

We are an environmentally friendly company. We only use non-toxic, eco-friendly cleaning products to maximize your overall health and the convenience of green living.

Who are your housekeepers?

Our company only works with experienced and professional independent housekeepers, not employees looking for a temporary job. All housekeepers are screened to ensure they are legally authorized to work in the United States, and have passed thorough background and reference checks.

Do the housekeepers bring their own supplies?

Your housekeeper will provide all green products and supplies necessary.  However, if you would prefer to provide your own cleaning products/supplies, just let us know! Most housekeepers are happy to accommodate your needs.*

*We may decline requests containing highly toxic product – as that goes against our mission.

What is done on each visit?

Every client’s needs are different, so your housekeeper will work from your priority list, not from a predetermined checklist. This way you get exactly what you’re looking for.

How far ahead of time should I call to schedule an appointment?

If you have a particular day in mind, it is best to call two weeks beforehand. Typically, Thursdays and Fridays book up fast, so if you have your heart set on one of these two days, please contact us further in advance (remember: the sooner, the better!)

We will always do our best to work with your schedule and needs.

Do I have to be home when someone cleans?

This is solely up to you. You can let the housekeeper in and show her how to let herself out, make our office a copy of your key to keep on file, or stay home throughout the duration of your appointment.

Majority of our customers prefer to relax and enjoy their day while the housekeeper is there.

Can I have the same housekeeper on a regular basis?

This is the beauty of a referral agency – you can always develop a mutually beneficial working relationship with your housekeeper. If she is unavailable for any reason, our office will notify you to reschedule or arrange for a substitute housekeeper to fill in.

We have pets, is that okay?

Pets are great, and hopefully they think we’re great too! While your housekeeper is probably accustomed to working around them, you know your pet(s) better than we do. If your furry buddy tends to get anxious around strangers it is best to keep them in an enclosed area until they get to know your housekeeper.

What about damaged items or theft?

For your protection, all housekeepers undergo extensive background and reference checks. In addition to this, we have a Theft Protection Plan that pays up to $3,000 per incident upon conviction. Your housekeeper is responsible for all damages as a result of her actions.

What forms of payment do you accept?

We accept cash, check or credit card payments.

Cash payments are due at completion of service. Credit card payments are processed within two (2) business days and a receipt will be emailed to you. For recurring service, you can ask for automatic bill pay so you can have one less stress to think about!

Should I tip my housekeeper?

Gratuity is accepted and appreciated though never expected or mandatory.

If you decide to tip your housekeeper, we ask that gratuity be paid in cash. We cannot accept tip in checks or credit card payments. A common amount is 10-15% of your total cleaning fee, but tip is always per your discretion.

What if I need to reschedule or cancel my cleaning?

If you need to reschedule or cancel your regular cleaning appointment, we appreciate at least two business days’ notice. If two business days’ notice is not given, there is a $30 Late Cancellation Fee. This will be charged to the credit card on file and you will be emailed a receipt. We reserve the right to charge an hourly rate for the next visit if you reschedule or cancel your normal cleaning day.

I forgot about my appointment, what will happen?

If your housekeeper shows up on your doorstep ready to work and is locked out or otherwise forgotten about, we charge a $70 Lockout Fee. This fee will be charged to the credit card on file and you will be emailed a receipt.

Do you sell gift certificates?

We sure do! Simply note that you are interested in purchasing a gift certificate on our Estimate Request Form, or let us know over the phone. We require a credit card authorization form on file for the giftor, and we will mail the certificate to you via standard US Mail (please account for this lead time). We can also email you an e-certificate for those last-minute gifts!

To redeem a gift certificate, call or email us and we’ll take care of you!

How do I give feedback to Pure Cleaning Agency about their housekeepers and services?

We value your feedback! Please email us at service@purecleaningagency.com. Or, you can always leave us a comment on our Yelp and Facebook pages. Pure Cleaning Agency is always looking for ways to improve our services so that we can continue to provide our customers green cleaning they can count on.