Question 1

What Seattle neighborhoods do you service?

Accepted Answer

At this time we are servicing the following neighborhoods: Queen Anne, Magnolia, Downtown, Belltown, Denny Grade, Ballard, Phinney Ridge, North Beach, Crown Hill, Wallingford, Fremont, Portage Bay, Madison Park, Madison Valley, Madrona, Capital Hill, SLU, Eastlake, Montlake, Laurelhurst, Windemere

Question 2

How do I schedule an appointment?

Accepted Answer

If you would like to schedule a consultation you can click the "Schedule Consultation Now" button that is on the top of any of the pages. Then you can view and select from the list of days/times that are available for your consultation.

Question 3

How do I cancel my appointment?

Accepted Answer

We of course would like as much notice as possible, and will only apply a minimum $60 cancellation fee (max fee of $250 or 25% of scheduled job amount) if you cancel less than 24 hours of your scheduled service or if we cannot gain access to your home

Question 4

What is a routine cleaning?

Accepted Answer

A routine cleaning is a regularly scheduled visit, usually every week, bi-weekly, or monthly (every 4 weeks). We do offer other frequency options, just ask us at your consultation.

Question 5

What is performed at a routine cleaning?

Accepted Answer

LIVING AREAS: Vacuum floors & carpets, then mop tile/hardwood. Wipe/dust all surfaces. Dust for cobwebs. Change linens if provided. Empty waste baskets and recycling. Dust window sills, spot clean glass. Dust boards as needed. BATHROOMS: Scrub & sanitize toilet, shower, basin, and tub. Sweep & mop floor. Clean surfaces and countertops. Clean mirrors. Empty waste baskets. KITCHENS: Vacuum & mop floor. Clean & wipe down tables, chairs and countertops. Clean appliance exteriors including stainless. Clean the sink and fixtures. Clean inside microwave. Clean the coffee maker/espresso machine. Empty waste baskets.

Question 6

I want to give you a key, how is it kept safe?

Accepted Answer

Once we have your key we number it with a Key code and place it in our locked key safe. That safe is locked in a separate room in our locked and monitored office. If ever your key is misplaced or lost the code on it has no association with your home or name.

Question 7

Should I be home, can my kids be home during the cleaning?

Accepted Answer

We are guests in your home, so of course we can clean around you and your family. We prefer to have an empty home as we are more effective, but we know sometimes that is not possible. We cannot though be responsible for watching any children under 18, so do be sure there is always an adult present.

Question 8

What time are you arriving?

Accepted Answer

We will send you an email 48 hours prior with an approximate arrival time, but this is an estimate. If you have specific timing restrictions or appointments, please let our office know so that we can properly address your request.

Question 9

How long does a visit take?

Accepted Answer

Most visits last 2 hours. We staff our teams to be able to complete 70% of our clients in this time duration. Smaller homes or apartments/condos might take less time, and some homes or estates may take longer.

Question 10

Can I request the same worker?

Accepted Answer

If you enjoyed the quality of work from one of our staff we will do our best to try and schedule that worker to visit your home again, but due to their personal schedules we cannot guarantee the same worker each visit.

Question 11

What "extras" do you offer?

Accepted Answer

Clean oven interior ($60 each), Clean fridge or freezer interior ($60 each), Clean interior windows (bid required), Laundry folding (hourly), Party pre/post (hourly), Vapor clean bathroom (hourly), Vapor clean kitchen, Vapor clean mattress, Vapor clean couch or sofa, Vapor clean floors.

Question 12

What products are used in my house?

Accepted Answer

We use an exclusive line of "Naturally It's Clean" enzyme products throughout your home. This line is 100% eco friendly and is a true green solution with a very mild odor and zero residue/build. We will use bleach only on your toilet as that still needs to be sanitized.

Question 13

Do you clean pet accidents, blood, or other BioHazard items?

Accepted Answer

We do not as a policy clean up any animal or human waste, excrement, blood, or other bodily fluids. We will clean around the area and will notify you of the location of the waste so you can attend to it yourself.

Question 14

Our right to refuse service

Accepted Answer

We do reserve the right to refuse service at anytime. Items like late payments, no payment, disrespecting our staff, unreasonable requests, or last minute changes to your scope of work are examples where we may consider refusing service.

Question 15

Do I need to be home to let you in?

Accepted Answer

Our teams are trained to operate numerous entry systems, just provide us with entry instructions and a key or code and we can take care of everything.

Question 16

What items will your staff not perform?

Accepted Answer

Dust and vacuum surfaces outside of normal reach, Lift items over 25 lbs, Clean the outside of windows, Clean window coverings or metal blinds, Clean pet messes, Clean mold or bio-hazardous material, Remove deep stains, Clean garages and patios, Exterminate.

Question 17

What is the best way to communicate with my cleaner?

Accepted Answer

All of our teams speak and read English. You can leave them a note or communicate personally. You can also email us at info@emeraldcitycleaning.com and we can upload your notes to their tablets in real time.

Question 18

What if an item was missed?

Accepted Answer

Call or email us at 206-529-4700 or info@emeraldcitycleaning.com within 24 hours of the visit and we will take the appropriate measure to resolve the item.

Question 19

What if I cannot find an item or it is misplaced after a cleaning?

Accepted Answer

Please immediately give us a call at 206-529-4700 or email info@emeraldcitycleaning.com.

Question 20

What if I need to leave and my cleaners have not arrived yet?

Accepted Answer

Please call our office at 206-529-4700 or email us and we will work with you to gain access to your home or reschedule your appointment.

Question 21

Do I need to clean up prior to my visit?

Accepted Answer

We do ask that home owners straighten up their home prior to our arrival. We will do some dishes and collect/organize items, but we prefer to focus on cleaning.

Question 22

What are your cleaning days & hours?

Accepted Answer

We have teams leaving our office starting at 8:30AM M-Sat, first appointment at 9:00AM and staff clean until 5:00PM. We do not clean Sundays, and only service commercial accounts in the evenings.

Question 23

How do I pick the day & time of my cleaning?

Accepted Answer

Let us know at your consultation or at the time of your initial call/email. We will try to find you a match. Due to scheduling and staffing restrictions we cannot guarantee your day/time every visit.

Question 24

How do we certify our workers, can they be trusted?

Accepted Answer

All staff have undergone state and federal background checks and national sex offender registry checks. They have been drug tested and routinely undergo random testing. We have 0% tolerance for any drug use and only hire staff with clean background checks. All staff are bonded and insured.

Question 25

What makes Emerald City Cleaning different?

Accepted Answer

Unlike other firms, our staff are employees not independent contractors. They are uniformed, background checked, drug tested and drive our fleet of branded vehicles. We are BBB accredited with additional industry certifications. We are a locally owned firm at 1408 Elliott Ave West.

Question 26

Why do I need an initial or deep cleaning before I start service?

Accepted Answer

90% of homes we service are routine clients, and 90% required an initial cleaning prior to starting. Initial cleanings ensure we can keep up with the regular rate quoted for routine cleanings.

Question 27

How do I pay?

Accepted Answer

Invoices are emailed after your visit and you can pay online with credit card or bank check. You can also leave a check the day of service. All invoices are Due Upon Receipt.

Question 28

How do I leave a gratuity?

Accepted Answer

You can leave a tip the day of service — hand it to them or leave it in an envelope on your kitchen counter with "EMERALD CITY CLEANING" written on it. You can also add a gratuity to your invoice afterwards. All gratuities are paid to workers on their bi-weekly paycheck.

Question 29

I have a question about my bill.

Accepted Answer

Contact us at info@emeraldcitycleaning.com for any billing questions or to inquire about monthly billing for routine visits.

Question 30

What should I do with my pet?

Accepted Answer

If possible, put your pet away. All staff are pet friendly, but they can sometimes get in the way. If special care needs to be made for your pet please let us know prior.

Question 31

Is there a surcharge for pets?

Accepted Answer

Depending on breed, quantity, and size, a surcharge may be applied. Items like excessive shedding, drooling, or soiling add to tasks. We do not clean up pet feces or clean litter boxes.

Question 32

Do you clean up pet "accidents"?

Accepted Answer

As a company wide policy we do not clean up any pet accidents including feces, urine, or vomit. We will clean around the area, photograph it, and notify you of the location.

Question 33

Who do I call if I was not happy with my service?

Accepted Answer

Call or email us at 206-529-4700 or info@emeraldcitycleaning.com. We will send out a worker or team to address areas in as little as 24 hours.

Question 34

What is your guarantee policy?

Accepted Answer

All of our work is 100% guaranteed. If within 24 hours you notice something, email or call us at 206-529-4700. We will send out a team to correct the item or refund/credit your account.

Question 35

What if something is broken after a cleaning?

Accepted Answer

Please call us immediately at 206-529-4700. All damage must be reported within 48 hours of our visit.

Question 36

What should I expect after the workers leave?

Accepted Answer

You should notice our team's attention to detail throughout your home. If areas still need attention, bring them to our notice or leave a note at your next visit. Getting to know you and your home takes time.

Most questions, answered.

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