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FAQS

Home | FAQS

Help & FAQs

General Information

Do I need to be home during my cleaning service? Expand

Many of our clients are away while we are cleaning, but you can be home if you like. When you aren’t at home, you can leave us the keys or the alarm code. We’ll take good care of them.

Can I change or cancel my cleaning? Expand

Of course, you can! Setbacks or emergencies can happen, but we do require a 24-hour notice, so we don’t charge you a $35 fee.

Do I need to provide equipment or cleaning products? Expand

You don’t have to worry about that. We provide the cleaning staff with everything they need to do their job. They are familiar with our tools, equipment, and different kinds of cleaning products, from green-friendly ones to professional-grade chemicals.

Do I have to sign a contract? Expand

No. You’re free to cancel whenever you want, but let us know 24 hours in advance, at least.

Can I trust your cleaning staff? Expand

We take our job very seriously. That’s why we only hire background and reference-checked cleaners, as well as experience and the right attitude.

Your maids are insured and bonded? Expand

Fully licensed, insured, and bonded. Can’t be otherwise.

Does every maid speak English? Expand

Yes, all Custom Maids cleaners are fluent in English.

What are your hours of operation? Expand

We work from Monday to Friday, between 8:00 AM and 5:00 PM.

How does payment work? Expand

We accept payments in cash, checks, cards, and PayPal. You can choose to pay in advance or leave us the money in your kitchen on an envelope.

And if I need some extra work? Expand

We can help! Just call us one day in advance, and we can rearrange your service for some extra time.

Are my pets going to interfere with the cleaning? Expand

We love pets! We don’t have any problem cleaning homes with pets in it. However, if you have skittish pets, they better be in another room while we work, especially when we are making noise with the vacuum cleaner.

What if I’m unhappy with the results? Expand

Within the first 24 hours after your service, we can return to your home to fix any problem that you detect. It’s our 100% satisfaction guarantee.

Why are our prices higher than other cleaning companies? Expand

We always strive to do things right. Custom Maids is a legitimate business operating under the law. Every cleaner is insured and bonded, and we cover the homeowner’s possessions and the health of our employees.

What if something gets broken? Expand

We take responsibility for any accident involving the damage of your property. However, we prefer not to clean irreplaceable or valuable objects, so please put them in a safe place while we work.

How many years have you been in business? Expand

We’ve been cleaning for more than 20 years now!

Do you pay for referrals? Expand

Yes! Your next cleaning will be FREE if you refer to us someone that booked a service. There’s no limit so you can refer to as many people as you liked and receive lots of free services.

Do I have to tip the cleaners? Expand

No need to, but it’s appreciated.

Pricing & Policies

How much will it cost? Expand

The price of your standard cleaning will vary depending on the square footage of your home (precisely, the part of your home that will be cleaned). If you want an accurate quote check out our online system or call our office at 479-806-4852.

When does the charge occur? Expand

When you pay by credit or debit card, the charge occurs at the completion of your cleaning service.

Do you offer discounts or coupons? Expand

Yes we do! Often, our new clients receive monthly discounts and occasionally we send emails that contain discounted cleanings.

What is your refund policy? Expand

Generally we don’t offer refunds. Our commitment is to do the job right the first time or to provide a second visit at no charge if we missed anything.

What do you mean with “100% satisfaction guarantee”? Expand

Always expect quality work from us. If you are dissatisfied with the results, call us within the next 24 hours and we will fix things up.

Why is my discount code not working? Expand

Call our office at 479-806-4852 if you have problems submitting your discount code.

What forms of payment do you accept? Expand

We accept cash, checks, and all major credit and debit cards. Payment is always due at time of service, unless you make arrangements otherwise.

Gift Certificates

How do I redeem my gift certificate? Expand

Schedule your cleaning service online and use the gift certificate code in the discount field. Or, if you want further help you can call our office at 479-806-4852.

Are gift certificates transferable or refundable? Expand

Anyone can use a gift certificate just by placing the code in the discount field, so that means that you can re-gift it or transfer it. However, due to the nature of the gift certificate, we are unable to do a refund.

My Service

Do I have to be at home during my cleaning? Expand

Being at home it’s not necessary. Before your service, you can tell us how our cleaners can enter your residence. Most clients leave a key under the mat, in a lockbox, or provide an entry   code. Our team is trustworthy and professional; remember that each one of our employees has been background checked and is insured and bonded.

Do you bring your own cleaning supplies? Expand

Yes. We use our own products and equipment. If you have any special products you would like us to use, don’t hesitate to let us know.

Can I add special tasks to my service? Expand

We are always willing to customize your cleaning in order to meet all your unique needs and budget. Please note that there might be some extra charges.

How do I reschedule or cancel my cleaning service? Expand

To cancel any appointment please call us directly at 479-806-4852. Please consider scheduling or cancelling your service at least (48) hours in advance to avoid a (75%) cancellation fee (and for us to have the opportunity to book another service in your place).

What happens if something goes wrong during my cleaning service? Expand

Please contact us at 479-806-4852 to report any problem with your service. We cover two major fields:

QUALITY: if you’re not happy with the results of your cleaning service, please call us within 24 hours and we will make arrangements to come back and fix things up for you.

BREAKAGE: Our cleaners are very careful in every cleaning service and treat with delicacy and respect our clients’ belongings. However, accidents can happen. We will inform you immediately and cover the damage after the value is verified.

Is there any cleaning task you won’t do? Expand

For the safety and well-being of our employees, there are certain cleaning tasks we won’t do:

  • Move or lift anything over 15 lbs
  • Step higher than two steps on a step stool
  • Remove high levels of trash or debris
  • Clean up animal waste
  • Clean hard to reach or high areas
  • Wipe bulbs and glass fixtures
  • Clean chandeliers
  • Wash exterior windows
  • Clean garages
Will I get the same cleaner every time? Expand

We always consider sending a requested cleaners to our clients. However, there will be times when one of our team members is sick or on vacation and a substitute will be required. Please remember that all of our cleaners are highly-trained and background checked.

Trust & Safety

Are the cleaners trustworthy? Expand

All of our employees passed a strict selection process, when we checked their background and references to assure our clients they are trustworthy and without criminal records. However, if you want to be extra careful, we encourage our clients to put away their valuable possessions while our team cleans. And of course, all our cleaners are insured and bonded.

What happens if something goes wrong during my cleaning service? Expand

Please contact us at 479-806-4852 to report any problem with your service. We cover two major fields:

QUALITY: if you’re not happy with the results of your cleaning service, please call us within 24 hours and we will make arrangements to come back and fix things up for you.

Breakage: Our cleaners are very careful in every cleaning service and treat with delicacy and respect our clients’ belongings. However, accidents can happen. We will inform you immediately and cover the damage after the value is verified.

Do your cleaning professionals go through a background check? Expand

All of our employees passed a strict selection process, when we checked their background and references to assure our clients they are trustworthy and without criminal records. However, if you want to be extra careful, we encourage our clients to put away their valuable possessions while our team cleans.

Are you insured and bonded? Expand

Yes we do. All cleaners are insured and bonded. We take the security of your home very seriously.

Is my billing information safe on your website? Expand

All your billing information is kept safe and secure. All numbers but the last four are blacked out and encrypted.

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Call (479) 806-4852

Our Mailing Address

(479) 806-4852

Fort Smilth, Ar 72903, United States

customaids1@gmail.com

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