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FAQs | Serrano's House Cleaning Services
Carpet Janitorial Recurring Hourly Flat rate

Feedback

    We appriciate your feedback 100%, bad or good. Every time we get a good review online we get emotional and we love that you took time out of your day to look for us and provide us a honest review

    We also appriciate bad reviews, when sometimes unexpected inconviances happen within our business, that the customer feels like they need to speak their mind. It help us know what we should do next time to another client who request the same service or tasks or requirments. If they should be informed more of a topic of the cleaning to provide them the best experiance all depends on you and your feedback,

    We always respond to our clients, to make sure they know they are valued and if you provide good or bad, we want you to know that we read it and we will try to do better every day!

    We hope that every review helps our future clients to understand our services a little more. Sometimes not all the answers are answered online, which is best to call us and be informed of your service.

    Sometimes its best if you inform a little more of your service on your reviews. Provide your subtotal, the amount of hours they took, how many cleaners, and how you felt talking with us and understanding our prices. The reviews are to help us get feedback from you and understand what we are doing wrong and what we are doing right. To spot the bad and keep pushing the good.

General FAQs House Cleaning

-Are you bonded, insured also licensed?
    Yes. We are bonded, insured and licensed.
- Is a long-term contract required for recurring service?
    Absolutely not.
- How long have you been cleaning homes?
    We have been in business since 2000
- Do I need to be home for every cleaning service?
    No. Some customers prefer scheduling cleaning appointments while they are at work or away for the day, while others like to be at home during the process. This is up to you. For recurring service we work Monday to Friday 9:00am to 5:00 pm.
- Can I skip or reschedule an appointment?

    If you anticipate needing to change an appointment time, ideally, we would like a minimum of 24 hours in advance. We'll move your visit to another, more convenient time or if you wish, cancel it all together. We have a $35 fee charge if you cancel or reschedule any appointment within less than our 24 hour notice requirment.

- Will I have the same cleaning crew each visit?
    We will try to send the same crew each visit.
- Do You Guarantee a Day and Time for My House Cleaning Appointment?
    Ordinarily guarantees a specific day for your house cleaning but not a specific time. Due to our flexible and ever-changing schedule, we are unable to commit to a specific time of day for our crew to arrive. However, if you contact us on the day of your maid service, we will be glad to estimate the time our maids will arrive. If you need a specific time guarantee, feel free to discuss this with us. Within reason, we will do our best to reach a mutually agreeable solution.
- How many people will be in my home during each cleaning?
    For Recurring service we send a crew of 2 or 3 per visit, but some times we send a extra crew of 2 to check the work of the recurring crew.
- What if I am not satisfied with my cleaning?
    Your complete satisfaction is very important to us. For flat rate we offer a 24 hour complaint notice. If for any reason you are not satisfied with your home cleaning, just simply give us a call within 24 hours of your cleaning and we will return to re-clean the area you are dissatisfied with, at no cost to you.
    For hourly service we don't return to re-clean any area.
- How and when do I pay for my cleaning services?
    We require payment at time of service. We accept most major credit cards, debit card payments and payment by cash. If you would like to pay for services using your credit card, please visit our payment center where you can pay for your cleaning services online.


      Cash
      Credit or debit cards
      We don't accept CHECKS

      We offer 7% Discount if pre-pay 4 visit.
      We offer 3% Discount with automatic payments

      Payments must be above $120 for automatic payments to get a discount. Any lower means you recieved a discount to your service already.

- Do I need to do anything before you arrive?

    Tidying and straightening up your home's rooms before the crew arrivesĀ 
    Pick up any important documents, bills and other papers, important documents such as insurance paperwork, bank statements or bills can be easily mistaken for trash.
    Secure valuables such as jewelry, small electronics and loose cash.
    Save your pets in a save room the room will not enter.

- Do you need water? Can you use next doors water?

    We need water and electricity to complete the work. And no we can not use out side water, your appointment will be rescheduled and there will be an additonal fee of $35 for rescheduling or cancelling your appointment.

- Do you offer Move in and outs deep cleaning?

    Yes. We offer deep cleaning.
- Do you offer Carpet Cleaning?
    Yes. We offer carpet shampoo, We use commercial machines NOT THE VAN.
- Do you offer Office Cleaning?
    Yes. We offer Office and Business Cleaning
- Do you remove Mildew?
    Mildew it is a fungus, We do not remove Mildew.
- Do you use Bleach?
    No. We dont use bleach.
- Do you use Bona?
    No. But we are happy to use your bona.
- Do you use English oil?
    No. But we are happy to use your English oil, with extra charge.
- Do you clean high ceiling fans, windows or blinds?
    No. We dont clean any high areas.
- If I book hourly service, You will completed all my house in 2 hours?
    No. in 2 hours we can't completed all the house, if do you need a full house cleaning we recommed to book minimum 8 hours with 2 cleaners. Time of the cleaning depending on the size and condition of the home.

    If your house is in very bad condition we recommend a Flat rate.
- Do you offer hoarder services?
    Yes. We offer Hoarding clean up.
- How can I get a refund?
  1. Only if you never received our services. (We take pictures before and after we clean)
  2. You never received service because you cancelled. Note: we charge $35 last minute cancelation plus city cost.
- Refund - Deposit to reserve my appointment?
    $35.00 deposit requirement is non-refundable unless:
    a. the client has provided at least a 24 hour notice to cancel or rescheduale their appointment.

    If the customer paid more than $35.00 due to their subtotal. Even if they did not provide a 24 hour notice, the $35.00 will be non-refundable but the extra additonal payment will be refunded to the client.
- How do i reserve my appointment?
    Customers who have a subtotal less than $299.99 will only be required to complete a deposit of $35.00 to reserve their appointment. Customers who have a subtotal of $300 or above will be required to pay a deposit of 30% percent in order to reserve their appointment.
- Do you offer Free estimates?

    Estimates are provided to you online, but if you require an estimate in person and you are not located in Stockton Ca there is a fee of $35.00 to provide you an estimate in person. The $35.00 fee will be discounted from your subtotal if you decide to choose us.

Carpet Shampoo FAQs

- How long do i have to book to schedule?

    24 Hour notice, you can book same day service but we can't confirm it'll be available.

- Do you just clean the carpet or do you also do couches and beds?

    At the moment we only do carpet flooring, you can contact us directly by phone if in case we can recommend someone for you.

- Do you need water and electricity?

    Yes we do, if you do not have it you will be charged a $35.00 fee and we will be to postpone your service for another day and time.

- Do you vaccum the floor before you start?

    The customer must vaccum before we arrive.

- What do we need to do before you arrive?

    The customer must vaccum, pick up large items and clothing from the flooring before we arrive not at the moment.

- Can you move my couches or mattress from the bedroom?

    No, you must remove all the furniture from the home before we arrive. If we notice that you start to remove it at the time of arrival we will have to change the appointment to another day or charge you extra for the inconconviance. There are other clients after you, and moving furniture at the moment of cleaning will result for us to arrive very late to the next appointment.

Janitorial Cleaning FAQs

- Do you need to be in a contract to get services?

    1. No you don't have too, but depending on your forms of payment you might be requried too.
    2. If you choose to pay per visit you will not be required to get a contract. Paying as you go.
    3. If you choose to get a special discount for a 6/12 month service you will need to get a contract.
    4. If you wish to complete your payments monthly rather than pay as you go, then you will be required to sign a contract.

- Can you work Monday - Sundays?

    Yes we can, we can provide you services from mondays to sundays.

- Can you work nights and mornings?

    Yes, we are able to work nights and mornings. And if you wish as either a small or big company we can also provide service during working hours. We'd prefer nights or mornings, when no one is present to not bother or disturb working hours.

- Are the estimates free?

    If you are in stockton we do not charge fee's but if you are farther than stockton we do depending on how far you are charge a city fee. Best to call and confirm if there is an additonal fee for the estimate.

- Do you provide a first time deep cleaning before basic recurring services?

    We'd recommend to get a deep cleaning first before starting the basics. If you get basic only, and the condition of the area is very bad. Our basic cleanig will not provide any type of change to your business.

- Do you provide discounts for first time deep cleanings and recurring serices?

    Yes we do we provide discounts for your first time and for recurring services.

- Can we get exclusive discounts for company employees for your general services?

    Yes, any employee compling from a janitorial company looking for services can get exclusive discounts for their one time deep cleaning, recurring services, carpet shampoo, trash removal, and waxing/striping flooring.

- How can company employees get a exclusive discount?

    They will need to proof they are from the company, or the company it's self can call us directly from the phone line provided to us as main contact to get detials of the clenaing service.

- Do you provide invoices?

    Yes we do.

- Can you match another bid?

    We can, if it is reasonable. Send us the bid that the other company provided you and we will get back with you on matching the bid.

Recurring services - FAQs House cleaning

- Can i get a discount for getting recurring services?

    You get discounts if you get weekly, or biweekly. And you get an additional discount on top of that if you pre-pay your services.

- What can i do to prevent the city discount?

    Schedule with another client in the same city and same type of service, and get the city cost removed.
    If the client ever canceles or changes their appointment with someone else your appointment either has to change dates or be charge with the original cost if you wish to stay in the same service dates.

- Can you get discounts with other services you provide if we have recurring cleaning?

    Yes, if you have been a client whos had services over 3 months you are eligable to get special exclusive discounts for trash removal, waxing and stripping, carpet shampoo, and powerwashing.

- If an area wasn't finished what can i do?

    1. If you have a flat rate service: you can call us with a 24 hour notice and we'll scheudle a return date and time to return to the property to complete the area that is included to your service package. 2. If you have a hourly service: we will not return to the property, you will need to address the area on your next visit.

- I would rather have the crew use my supplies what would happened?

    We'd be happy to use your own supplies with no problem, but we do not take any type of responsibility if the crew uses the supplies wrong. You must provide the crew the information they need on how to use the supplies. And must provide a paper on how to use it on every visit. Your team could change if they are no longer available in your area, which is why you will need to provide them instructions on how to use it so they do not do it wrong.

- I would rather have my dogs free than put them outside.

    Alot of our crew memebers are fine with samll dogs, and cats. But just for their safty and for the unexpected inconviance of having limited dates available to schedule for you, we'd prefer to have your pets in a room which the crew will not enter. So while their cleaning they are still nice and cozy, inside our home rather than outside.

Hourly Services - FAQs House cleaning

- I get whatever i want with the hourly service?

    No, you are limited to selected tasks within the customized service. You are not allowed to ask for high windows, high areas that are not able to be reached with our 2ft ladder, gardening outside, outside work, cleaning hood filters, removing mold, touching mold, touching feses, touching needles, or any biohazards within the home.

- I would expect a full house deep cleaning to be done with 2 cleaners and 2 hours.

    That is incorrect, we as professionals know how much it takes for a deep cleaning to be finished. We have provided the same advice we recommend to ALL of our clients.

    Looking for kitchen and restrooms to be completed?
    Recommend to book at least between 4-6 hours with 2 cleaners

    Looking for kitchen, bathrooms, and windows/blinds to be completed?
    Recommend to book at least between 6-12 hours with 2 cleaners

    The amount of hours it takes to complete a home changes depending on the condition that it is in, and the size of the home.

    Looking for an apartment to be cleaned?
    Recommend to get 2-4 for a fair - bad condition
    Horaders: must call to get a price in person.

- Should i get a hourly service for my home?

    We usually only recommend the hourly if:
    1. You are looking for a selected budget below $200.00
    2. You are looking for a qucik clean up not a deep cleaning.
    3. You are are someone moving out of a home, looking for it to look fair for the next person who rents it out.
    4. You are wanting to get a basic and deep cleaning at the same time.

- Does the price include the supplies?

    Yes, we provide general cleaning supplies.

- If I request for you to use a selected supply for my floors or my counters will you provide it?

    No, if you want a supply we don't use currently you will need to provide it. Else we will have to use our own supplies. We are not responsible for the supplies you provide. Please make sure to teach the crew how to use it one by one.

- Can you match a price of another company?

    We can match a price with another company but not with a single independent cleaner who provides their services online.
    We must have proof of insurances.

- What is allowed in the hourly service?

    If you still have time, you can ask for laundry services (washing/drying in your home), folding your clothing, organizing your closet, kitchen cabinets, and bedroom items inside your bedroom.

    We would recommend to get a team of 4 for full house deep cleaning plus organization. A team of 2 can focus on house clean and the other team of 2 will focus on organizing.

    Since organizing required setting things apart and puting it all back together it will take A LONG TIME, and you will not get house cleaning if you only get 2 cleaners. *this also depends on the size and conditon of your home*

- Will you take pictuees of my home?

    Yes we will take before and after pictures of OUR WORK, and we will remove any faces that may appear in the picture.

    These pictures are for business purposes only.

Flat rate services - FAQs House cleaning

- What is a flat rate?

    A flat rate is a price provided to the customer to complete the selected task they require done. If you call for just the kitchen we will provide you one flat rate to complete the area.

- And why does it cost more than the hourly service?

    Because you won't have to worry about how long they take, we take care of that. We provide you a price depending on the size, conditon, and tasks you require to complete the service.

    After the service is completed we will make sure to stay and wait for the customer to arrive to make sure all tasks are completed.

    We understand very well that our cleaners will miss areas, especially working long hours, we understand our cleaners are not perfect. Which is why we know sometimes they miss tasks or areas within the home that they might have missed.

    The extra hours they have to stay for them to complete the tasks correctly will not be charged to you, it will aready be included to the service.

    This is why the flat rate is more because it needs extra hours to be included in order for us to compelte the service well and to make sure we are able to repair the missed areas.

- Why is your company, more expensive than others?

    We provide quality services, and just because other charge at a lower cost doesn't mean they can provide quality services like we do. We priovide two services to our cutomers so they are able to get quality services and also get it at a budget they are looking for.

    We provide the hourly for that reason, to provide you the hard labor, and supplies included and allow you to choose the amount of hours you are comforable with. If the crew needs more time, its all up to you is you wish to add more or stop right there.

    You can check our hour much it is online for each hour. Online we only provide a team of 2 cleaners, if you wish for extra crew members you will need to call us.

- I have more questions where can i search for them?

    You can check out our terms and conditons online for each service or you can call us for more information.