Questions and Answers
Many of our customers have specific questions about our professional cleaning and restoration services. Here are just a few of the frequently asked questions we hear at Shining Star. If you don't see your questions below, please call (678) 485-2093 or write an e-mail to Service@SSCandR.com.
Frequently Asked Questions
Insured and bonded?
Apex Bulding care is insured and bonded.
Will employees or independent contractors clean my home?
We have an extensive training program that allows us to avoid contract labor. Every employee is thoroughly trained as well as screened for any criminal history.
Who will clean my home?
A team of two or three employees will be cleaning your home. While we will try to send the same crew to your home at every visit, please be aware that we cannot guarantee this as unforseen circumstances such as days off or illnesses may mean that we switch the team assigned to your home.
What if I find a problem with the service?
Every cleaning has a 100% satisfaction guarantee so we will get you taken care of. If you are not 100% satisfied, let us know within 24 hours and a manager will return to your home and personally address the problem. However, please remember that we do not guarantee cleanings where our supplies are not used.
How do I pay you?
We accept checks, Cash, and All Major Credit Cards. If you are out of town, we will also accept a credit card. Please make checks payable to: Shining Star. We ask that you put your payment in a sealed envelope to ensure your security and privacy. Please let us know if you would like for us to provide you with envelopes.
Is a contract involved?
No. Apex Bulding Care does not use contracts. However, once you begin services or hire us for a one time clean, you will be given a Service Agreement. This Service Agreement outlines our verbal or written agreement on the work to be performed. Once you receive this agreement, which will be e-mailed to you, you will need to reply back that you accept this agreement and that the information covered is correct. You are not officially on the schedule until we hear back from you! This process ensures that there is no miscommunication and both parties are "on the same page". The Service Agreement will also include a little more information on what you can expect from your cleaning.
Does your staff accept tips and or end of year bonuses?
Yes we do and are thrilled when we receive them! Our teams always strive to do their best and therefore tips are highly appreciated but never expected. Cash gratuities should be given directly to the cleaning staff at the time of your visit and each employee will be responsible for reporting their tips as directed by law.
Is it okay to leave instructions on a note?
Of course it is and in fact, we highly encourage you to do so. We believe that good communication is crucial to maintaining a good business relationship. We welcome all feedback and if there is anything we can do to help you, please let us know.
Do I need to be present while you clean?
It is a privilege for us to be able to come into your home to perform our service. Therefore, it is entirely up to you if you are there while we clean or issue us a key. If you should choose to issue us a key be assured that we take every measure protect your key. Your key will never be labeled in any identifiable way.
Do I need to provide you with supplies?
No, we use our own supplies and equipment. Our cleaning professionals are thoroughly trained in the use of our supplies to insure your house is left absolutely clean. Please note that we cannot guarantee you’re clean if you request that we use your supplies. Due to insurance exclusions on our policy, we cannot honor requests to use your vacuum. However, we have a supply manager who thoroughly cleans vacuums every evening. Bags are changed at least once a day to ensure that dust and or fleas are not being transferred from home to home.
Do you move furniture?
Yes, we will move furniture under 60lbs. Due to insurance exclusions on our policy, we cannot honor requests to move furniture or appliances over 60lbs. If you would like for us to clean behind these items, you could move the item, we'll clean behind/underneath, and you could move it back.