Many of our customers have specific questions about our professional cleaning services. Here are just a few of the frequently asked questions we hear at SET Cleaning Services.

How do I know I can trust SET Cleaning?

Trust is the backbone of what we do. Our staff is comprised of full-time employees and not day laborers. We hire and extensively train all of our own employees. Our cleaners must pass our rigorous application and screening process, written tests, and over 40 hours of on-the-job training. Our employees are fully insured and bonded. The cleaners are identifiable by their SET Cleaning logo shirts and arrive to your house in cars clearly marked with the SET Cleaning Logo.

How will our relationship work?

Communication is important for any relationship including ours. It’s why we’re so flexible, offering customized cleaning service plans designed with your needs. No contracts. No hassle. Establishing this open communication and being flexible ensures your satisfaction and puts you on the way to becoming a long-term customer. You can reach us via email at customer.service@setcleaning.com or by calling our office at 804-598-1005.

Are we a franchise?

SET Cleaning Services opened many years ago out of the garage of the home of the business owner, Suzanne Hayzlett. Since then, while also managing being a single-mother, Suzanne has seen massive growth in her company. SET Cleaning is still locally and independently owned with our only location in Powhatan. We do service the Powhatan, Midlothian, North Chesterfield and Mosely areas from our office and maintain a customer base that grows larger every day.

To date SET Cleaning services over 450 homes.

Do I have to be home during house cleanings?

No, but it is certainly whether you are at home or not is your preference. We clean Monday – Friday, 8:30 a.m. to 5:00 p.m. and most of our customers aren’t home.  The vast majority of our customers trust SET Cleaning with the key to their home. For additional security all house keys are individually coded cross-referenced and secured in our office.

What if something is damaged during a home cleaning?

We treat you and your home with complete respect. If something does unexpectedly break, we do our best to either repair or replace that item. SET Cleaning reserves the right to photograph any damaged items.

What if the cleaners missed a spot?

SET Cleaning offers consistent, quality home cleaning. As in any relationship, however, miscommunications occur. There may be time when the cleaners “miss a spot.” That’s why we offer a house cleaning guarantee.  This means if you notify us within 24 hours, our house cleaning staff will address the areas in question.

Am I liable for workers’ compensation, insurance, or employment taxes?

SET Cleaning offers a worry-free home cleaning service solution. We hold personal liability insurance for all work-related injury. Most independent cleaning services do not; this sets us apart from other cleaning services. We are fully insured, licensed, and bonded for your protection and ours.

What does SET Cleaning not clean?

We customize our house cleaning services to fit your home’s unique needs and your budget. To provide this level of exceptional service to all our valued customers there are some areas and items in your home that SET Cleaning does not clean.

SET Cleaning typically does not:

• Wash dishes
• Do laundry
• Pick up or remove clutter
• Clean inside of fireplaces
• Clean toys
• Move heavy furniture
• Clean TV/computer screens
• Handle pet or human secretions

Do I provide cleaning supplies or equipment?

No, SET Cleaning comes into your home fully equipped to clean with top-quality products and commercial vacuums. 90% of the cleaning products we bring into your home are certified green.

What happens if I need to reschedule my cleaning service?

You must call our office to reschedule and we suggest calling at least 72-hours before your regularly scheduled cleaning. We will do our best to accommodate your scheduling needs. If you cancel within a 24-hour period, there is a $50 fee. If we show up for a scheduled appointment and cannot access for any reason, there will be a lockout fee which is the full cost of the cleaning service for that day. If you are on recurring service and cancel an appointment the next cleaning will be billed accordingly.

What do you mean by “window of arrival?”

When we schedule your cleaning, you will be given a time frame for when the assigned team will arrive at your home. Exactly when they arrive depends on traffic, weather, and the conditions of other homes on the schedule. A two-hour window of arrival is typical.

Can I provide special instructions for my team?

We encourage it! Special instructions will enhance the cleaning experience you receive. However, it is very important you communicate any special instructions directly to the office so that we can place them in the permanent notes section of your file. This makes your notes available to any team that may clean your home in the future, as well as a reminder for your regular team.

Why do I have to have an initial cleaning?

We have found that having an initial cleaning brings your home up to a certain standard. It’s a standard that we promise to maintain. We normally need extra time to properly start the process of eliminating old dirt along with dust accumulation on baseboards and other forgotten or neglected area.  We also perform vacuuming and dusting.

How often can you provide service?

SET Cleaning can provide weekly, every two weeks, or every four-week service, customized to your cleaning needs. We also offer cleanings for special occasions, as well as move-in and move-out cleaning services.

Do you always send the same team?

We believe that sending the same team is very important and we do everything within our power to send the same team for weekly and biweekly customers on a regular basis. However, just like every workplace, we experience absences and resignations. We will send a replacement team, if necessary, in order to meet your schedule requirements. All of our teams are trained in the same cleaning method, so that when another team must be used, it is unnoticeable to our customers.

Is the team allowed to receive tips? If so, how much?

Tips are appreciated and handled between the customer and the cleaning team. We have found it common for customers to tip at the end of each cleaning; other customers make a larger tip at the end of the year. Tip whatever you feel comfortable giving. Please make sure tips are left in a clearly marked envelope. We can provide tip envelopes upon your request.

Is SET Cleaning pet friendly?

Yes! We are a pet-friendly company and believe it is OK to have pets in the house while we clean. If your dog/cat is aggressive in any way, we suggest leaving your pet crated or in a gated area to ensure the safety of our team. If you are not home during our clean, we ask that you inform our office on how to handle the pet, so the team is clear when entering the home. Please clean up after your pet prior to our arrival. Our staff will not handle pet waste.

Do team members speak English?

Yes, all of our cleaners speak English. Actually, a good portion of our employees are presently attending college or another type of school. Good communication is important to us. Thus, we ask our customers to relay any notes or requests to the office. We will add this information to the work orders for the team. All our teams are in touch with the office via tablet and/or cell phone throughout the work day. We can easily relay a message for you even while they are working in your home. Just let us know.

Should I do anything to prepare for cleaning service?

You can help us provide exceptional cleaning service by following these steps:

• You can contact us with any concerns or questions.
• If you pick up and tidy all rooms before we arrive, we can dedicate our time to cleaning, rather than to straightening up. Because we charge for the amount of time we spend cleaning your home, it is more cost-effective if you do the straightening up before we arrive. Tidying the house before our arrival also prevents us from putting stray objects in the wrong location, avoiding the hunt for “lost items.”
• Hang picture frames and mirrors on sturdy wall hooks appropriate for the weight of the hanging item. Also, inspect the hanging wire and replace if deteriorated. Place bumper guards on the backside corners of wall hangings to keep the wall paint from getting scratched.
• Place felt padding on the feet of furniture pieces that are on hardwood floors to avoid scratching the floor when we move the furniture to clean under it.
• Check and repair loose or broken items.

Revised 05/01/2020