Home Market Faqs Reviews

Feedback is always welcome!

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.

Scheduling an appointment

You can get an estiamte by phone, online, or in person (depending on your city).
Contact us by phone 209-910-3627
Or contact us by email at Serranoscleaning@gmail.com

Appointments are scheduled only between Monday to Friday for specials or last minite appointments. Saturday appointments must be scheduled with a 3 days notice, since we only work from 9am to 2pm on saturdays. We also do NOT accept special discounts on Saturday appointments.

All customers must complete 50% deposit of their service to reserve their housekeeping. Any customer who does not complete it on the day they scheduled their appointment will be posted as paused, and any customer booked online or by phone can take their appointmant date.
If the customer paid their service the following day without a follow up can decide to reschedule for another day and time, or they can decide to have their deposit refunded.

Customers can choose to see the order information, or they can see their appointments on their account. To get access to the account, the customer must call to request the information to access it, to be sent to them by email or text. Getting into your account will allow you to check late payments, future appointments, cancellations or reschedule appointments, and after the service has been completed you may also request a reciept to be sent to you by email.

To cancel, and recieve your deposit back in full you must provide us with a 24 hour notice. Else if the customer provided us a late notice, the customers deposit will be returned except the late notice fee of $35 - $200. This depends on if the customer informed us before the crew arrived, or if the crew arrives and they had to wait for a no-show.

To reschedule, and have not fees you must provide us with a 24 hour notice. Else if the customer provided us a late notice, the customers late notice fee will increase from a $35 up to $200. This depends on if the customer informed us before the crew arrived, or if the crew arrives and they had to wait for a no-show.

All customers must wear clothing, if the customer is in boxers, underwear, or brawless the crew will leave if you decide not to put on some clothes, and you'll be charged with a $35.00 charge to reschedule for a new appointment.

Recurring services: The customer is responsible in picking up clothing, left over food, and items from the home in order for the crew to focus on the housekeeping rather than organizing. If the customer continues with leaving items, left over food, and clothing, you will have a notice of price increase in order for the crew to complete the house cleaning and organization of the home. Keep in mind that if in case you leave a larger unorganized home due to the price increase, and the crew times longer than expected, and completed over the over time, you will be expecting another increase of pricing. Best recommended to pick up the home before the crew arrives to prevent these changes. We also do not decrease the price after one visit of picking up the home, when the home is regularly not picked up at arrival time.

One time cleaning: The customer is still reponsible in picking up the clothing, left over food and items from the home. The price for the one time cleaning is not final until we have seen the home on the day of the cleaning. If the home is not picked up, and unorganized, the price will increase especially for a deep cleaning. The price would still increase if you pick up during the service. You must be responsible to completly pick up the items of your home and organize it so the crew can not waste any time. We also request that the people inside the home stay away from walking though wet floors until finished, because it will cause the crew to complete the tasks a second time if they haven't yet finished drying the floor.

Move out cleanings: The customer full responsibility is to arrive to make sure the home is completly empty. We will charge more if the home still have vaulables in the home, or trash in the home. We also do not take the trash with us, unless you request by email or text message a trash removal estimate. All move out customers must be present to open and close their own homes.

IN ALL HOMES: We require that it will only be us and the customer inside the home. We can not work during the time other service businesses are working, because this can prevent us from finishing the job at the time frame estimated. People inside the home walking, touching, or using the home while housekeeping is trying to keep clean so the customer can check the home at the end can be very time consuming and can cause us to increase the price on the home of the customer. Or worse, we decide to terminate your service, because the customer did not follow our terms.

Make sure you complete your payment before we start finishing the services online, or if you'll be completing the rest by cash, make sure you have your cash ready so we do not waste anymore time. The customer must also be responsible in being present during the service. They can not leave to do other tasks outside of the home, if they have not yet completed their payment. Some customers, are not able to return on time to check the home, so make sure to be available at all times during your cleaning time else you will not be able to check the home before we leave.

Specials online

AS LONG AS YOU DO NOT YOURSELF HAVE ALREADY A DISCOUNT INCLUDED TO YOUR SUBTOTAL: then yes you can. How to know if you got a discount? Your service was booked online by the website, you added extra services such as oven, refrigerator, or windows/blinds your subtotal ready has a discount included.

You can only get a 10% discount if you include oven and refrigerator or you included windows and blinds. Note: if the price was provided to you by phone the price could increase due to the condtion of the home. Please contact us to know if we can provide you an estimate in person, we are not able to provide free estimates to all cities only selected ones near by.

Customers are able to get a 30% discount for their first time cleaning, if they pre-pay 1 recurring visit with their first time cleaning. Note: if the price was provided to you by phone the price could increase due to the condtion of the home. Please contact us to know if we can provide you an estimate in person, we are not able to provide free estimates to all cities only selected ones near by.

Customers are able to get a 50% discount for their first time cleaning, if they pre-pay 2 recurring visits with their first time cleaning. Note: if the price was provided to you by phone the price could increase due to the condtion of the home. Please contact us to know if we can provide you an estimate in person, we are not able to provide free estimates to all cities only selected ones near by.

No, you can not. You must choose one, and if you choose to change it or request a discount it must be requested with a 24 hour notice. This includes changing services or packages, so all specials must be scheduled with a 24 hour notice and not on the same day service.

This includes to customers who request a 50% discount and change their mind and decide to get a 10% discount. You can not change your discounts without a 24 hour notice. If you decide you no longer wish for a 50% discount we would just charge your the original cost of your service, without any other discounts added. ALL CHANGES TO ANY SERVICE NEEDS A 24 HOUR NOTICE.

Carpet shampoo

You can get an estiamte by phone, online. We do not provide estimates for carpet shampoo in person.
Contact us by phone 209-910-3627
Or contact us by email at Serranoscleaning@gmail.com

REMEMBER TO MENTION IF YOU WISH TO INCLUDE RUGS, RUGS ARE EXTRA TO OUR SERVICES.

Appointments are scheduled only between Monday to Friday for specials or last minite appointments. Saturday appointments must be scheduled with a 3 days notice, since we only work from 9am to 2pm on saturdays. We also do NOT accept special discounts on Saturday appointments.

Carpet shampo appointments do not need a deposit unless the amount exceeds over $150, and we can also request a deposit if the customer has intentions of not being present through out the whole service. Carpet shampoo depending on the size and amount of areas can take up to 1 hour to 3 hours max. If it exceeds, its due to the amount of areas and size requested by the customer.

If the customer cancels without a 24 hour notice, the customer will have a bill of $35 on their account to continue services in the future. If the customer doesn't pay their fee on time, when the customer decides to schedule they'll need to complete the full amount plus the $35 on each future visit to secure payment.

If the customer reschedules without a 24 hour notice, the customer will have a bill of $35 on their account to continue services in the future. If the customer doesn't pay their fee on time, when the customer decides to schedule they'll need to complete the full amount plus the $35 on each future visit to secure payment.

All customers must wear clothing, if the customer is in boxers, underwear, or brawless the crew will leave if you decide not to put on some clothes, and you'll be charged with a $35 charge to reschedule for a new appointment.

The home must be picked up, before the crew arrives. Remember to pick up animal feses, clothing, and if you wish for the crew to shampoo underneath furniture it all must be taken out of the way BEFORE the crew arrives.

Make sure you complete your payment before we start finishing the services online, or if you'll be completing the rest by cash, make sure you have your cash ready so we do not waste anymore time. The customer must also be responsible in being present during the service. They can not leave to do other tasks outside of the home, if they have not yet completed their payment. Some customers, are not able to return on time to check the home, so make sure to be available at all times during your cleaning time else you will not be able to check the home before we leave.

Gift Certificate

You can call, or check our social media via facebook, youtube, or instagram.

Once you call to get a gift certificate, either of a selected package of housekeeping or select the amount you wish to provide to the customer to use within 6 months of purchause. Remember that all gift certificates have a deadline of 6 months. So they must call before the 6 months ends to schedule their appointment.
The customer doesn't have to schedule right away, they can set it up in a month or two of when they are available and ready. All customers must be follow our terms and conditons when scheduling our servies on our website, social media, or by phone.

All customers who request a gift certificate must complete the full payment they are wanting to provide to their special someone, as a discount to our services. So they only pay either the exact amount with a special at the time of the call or as a discount of a package deal.

The customer will be provided with a order number, account number, or with a gift certificate number depending on if the customer paid only or if the special person of the customer called to schedule right away. This information will be provded by email, so when the special person or the customer is ready to use the gift certificate(that is valid for 6 months) can use it.

6 Months only. So the customer MUST call before it ends else the gift will no longer be available.

Flat rate service

A flat rate, is where we charge you per area you request (that includes certain tasks). And if you request certain tasks (ex: small detials in a room you require cleaned rather than the package we provide), then we provide you a new price for the task you requested.
The price changes depending on the amount of work, and the conditon of each area you request. Therefore, make sure to provide us as much detail as possible when booking your appointment by phone or in person.

Yes, but we do charge a fee to provide you an estimate in person. Free estimates for stockton customers only. Any other city could have a $35 fee or more depending on the distance.

When we don't see pictures because the customer is not able to provide them, we are able to give them a minium price for there home at a fair to average condition. If the home is good we continue, if the home is in a bad condition or if the customer did not follow the rules before arrival time the price will change once we see the home.

The price could start from $50 to $800 or more if the home is not a regular bad condition. In this case if the home is a hoarder home, the price would definitely increase dramatically. But because our customers are always very honest, there has been very few times the price does increase above $100 from the original estimate.

Removing areas: Yes you may remove the areas you wish not to include. The customer can not remove all areas and only select one area of the home, at the last minite. Because if the customer desired a full house cleaning and we send 2 to 5 cleaners (experiance as a deep cleaning) to finish the job faster, the customer would then be charged a minium of 4 areas of the home. Best recommended to provide us a 24 hour notice before your scheduled appointment to provide you the correct crew members and the right time arrival.

Removing tasks: If you remove two or three tasks from the package list the price will not decrease. Tasks must be informed to us with 24 hours, and not informed to us at the last minite. Each task you request could cost you more than getting the entire room included.

Hourly Service

The amount of money that is charged, or paid for every hour worked by the company (serranos cleaning services). Paying for the companies time, to complete selected tasks within your general cleaning service. Any extra minite, is an additonal cost.

No, we do not provide on site estimates for hourly cleaning, nor can we gurantee our estimated time we recommend you is correctly estimated by phone. The customer has decide by themselves how many hours they wish to reserve.

Here are some tips you can get based on our experiances. A fun fact of our services, is that we always have to try to estimate the time that it will take us during your service when you request a flat rate service, and because in a flat rate service the cost won't increase once we start working. We have to make sure the price is correctly estimated, else we would definently be in trouble, Why? Because even if we noticed we estimated wrong (once we are already 20% in of the service), in a flat rate service, we must finish the job correctly and hope to not make the same mistake twice. Now lets stop talking about the flat rate, and continue with a hourly service .

  • Kitchen only: 1.5 - 3.5 hours (with 3 cleaners)
  • Kitchen + bathroom only: 2.5 - 4.5 hours (with 3 cleaners) add an extra half hour per bathroom.
  • Organization/no cleaning: 2.5 - 5.5 hours (with 3 cleaners)
  • Organization/cleaning: 4.5 - 7.5 hours (with 3 cleaners)
  • Full house cleaning (with windows, blinds, oven, refrigerator, bedrooms, bathrooms, kitchen, living rooms): Get a flat rate
Fun fact: the estimates above are for deep cleanings, not for basic cleanings. Although if your home has soap scum, hard water, greasy cabinets/walls, and the other rooms are not picked up, then the estimated time it'll take for a quality service should be the approximated time set above. The price above is not estimating a very very bad condition. Its estimating a fair to average bad condition.

2 cleaners: $75 per hour and $55 per half hour (minimum 2 hours)

3 cleaners: $112.50 per hour and $85 per half hour (minimum 1.5 hours)

Yes, if you still have time from your reservation of hours, you can choose to stop the crew from what they are doing and ask them to clean another area. The customer must be clear to them they no longer wish for them to finish the task, and to continue with another task. Else we will believe you wish for us to clean the second area after we are finished with what we are currently finishing up.

No & Yes. It depends on the customer after you. The customer after you must decide if they wish for the extra services to be allowed, since their service will then be scheduled at a much later time than expected. But if the crew already has full schedule, and the customer after you has a bigger service that will require the crew to finish the service before it gets dark, then we will officially infrom you we can not provide you the extra services, and you must schedule for another date and time to add the service.

Best recommended to follow the 24 hour notice rule to prevent these inconveniences.

Unfortunally unlike products, you can not return our teams time and effort to clean your home, therefore there are no refunds for services already provided. You can pay for additonal time to finish the tasks that were unfinished, or you can can request a quote for a flat rate service, if you decide to choose a flat rate service it will allow the crew to complete the tasks in a calm matter, and to observe there service without the need of presure of completing it within a certain time frame. After the service is finished, the crew will ask you to check the areas, and if you like the service, we will be on our way, if not then the crew can re-clean the area (but if it does not come off after the second try, unfortunally by then we would have to inform you that we did as much as we could to clean the area requested).

TERMS AND CONDITION OF THE SERVICE AGREEMENT FOR A FLAT RATE CLEANING:

We have the right at any time to change or modify the terms and conditions applicable to customer’s use of Serranoscleaningservices.com – or any part thereof, or to impose new conditions, including, but not limited to adding fees and charges for use. Such changes, modifications, additions or deletions shall be effective immediately upon notice on our website thereof, which may be given by means including, but not limited to posting on Serranoscleaningservices.com, or by electronic or conventional mail, or by any other means by which customer obtains notice thereof. Any use of Serranoscleaningservices.com by customer after such notice shall be deemed to constitute acceptance by customer of such changes, modifications or additions. We will not directly update you of our terms and conditions, the customer can check for updates on our website.

The service you have decided to choose is called a flat rate cleaning. A price to complete selected tasks within selected areas of your home. The price is determined by the size, condition and supplies needed to complete the service. The price is final once we have seen the home, and confirmed the condition is correct for the price provided to you by phone or in person. The price will increase if you request additional tasks to be completed that are not included to your service agreement or if the homes condition has changed since our last visit.

We request on the day of the cleaning you make sure to – (a) confirm that your home has water and electricity to perform the services on the estimated time, if there is no water or electricity we will request to reschedule and you will have a surcharge of $55.00 to your subtotal. (b) that if your home is empty to remove all valuables before the crew arrives, they will assume that all items within the home are trash, if your home is occupied make sure to put away any valuables, heirlooms, and or any other items that are fragile or important to you to reduce accidents or misplacements. (c) to be available to arrive at the end of the cleaning and the beginning. If you will not be present at the end of the cleaning – you must complete your payment with the crew before you leave the property else there is a surcharge of $45.00 to return and pick up payment in person.

When requesting extra services – you must provide us a 24-hour notice. Some of our services cannot be performed by the same crew (ex. Carpet shampoo, high not accessible areas to be wiped down, window outside, trash removal, power washing etc..). The crew assigned to your service appointment cannot go over a 2ft ladder – if you have areas within your home that are extremely high, please contact us by phone to request the extra service. If your home is occupied or half empty – the crew cannot move your furniture to clean the area, you must move the furniture before the crew arrives.

Supplies – We will provide the general cleaning supplies, but if there is a selected area you wish for them to use with another type of brand we do not provide, you must provide that selected supply you request on the day of the cleaning. Our supplies do not include to remove mold, or grout. Any supply used that was provided by you, will not make us liable to what happens if the crew uses the supply. You agree to be fully responsible if the crew uses a cleaning supply provided by you. If you wish for us to provide shoe covers – there is an additional charge to provide it on the day of the cleaning, make sure to provide us a 24 hour notice if you wish for this demand to be provided to you on the day of the cleaning. You must provide access to our crew members on the day of the cleaning.

We will provide you an estimated time that the crew will arrive. The crew can wait up to 15 minutes with no surcharges, but if it takes you over 15 minutes for you to arrive then you will have a surcharge of $20 per person waiting on the day of the cleaning. If it continues for more than an hour the amount of the first hour will multiply by the number of hours we wait. Cancelations or rescheduled appointments – must be provided with a 24-hour notice. As for deposits, they are used to reserve your service for a selected time and date, any reserved appointments that wish to get a deposit refund will need to provide us a 48-hour notice of cancellation.

You agree to allow us to take pictures and video of your home – to provide proof of our services and agree to allow us to provide the photos on any of our social medias, advertisements, or any posting electronically and non-electronically. You will not be provided with compensation of any kind of the photos/videos we take of our work during your service. It will be used for business purposes only.

Within our services we do not provide – removal of mold, removal of grout, removal of feces, and or any bio-hazard tasks, and we also do not provide refunds for services already rendered or last-minute cancelations. The customer has 24 hours starting when the crew finished to provide us feedback of the services (only if the customer was not able to be there at the end of the cleaning to check the home), if there is no feedback within the time limit, we will not be able to return to the property. The 24-hour complaint notice is only for customers who are not present at the end of the service.

Any customers who – Disrespect any of the crew members or threaten us with posting a review (if we do not comply with their terms) and or with any type of threat will cause Serrano’s cleaning services to stop the service request for the time worked, and not provide you services. We have the right to refuse services from any individual who disrespects, threatens, or makes the environment of the work labor unable to bare. If you do not accept our terms and conditions, we require for you to cancel your service with us.

Forms of payment we do not accept – Checks, and gift cards. You will not be informed of any updates to our terms and conditions, please make sure to check online for any updated changes. If you do not agree with following any of our terms online in the future, please terminate your service with us.