Frequently Asked Questions
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 Krystal Clean.
General Questions
What are your office hours?
Our office is open for phone calls 24 hours a day/ 365 days per year. Our cleaning hours are usually 5am-6pm weekdays. During the week our staff will contact you within 24 hours. On the weekend all phone calls will be returned on the following business day.
Are my keys and entry information safe?
Krystal Clean keeps all of the keys in a locked box, located in the central office. Each key is numbered, which corresponds to a specific client. Only the crew supervisor has access to these keys during the day of the cleanings. If a key is lost, Krystal Clean will get your lock re-keyed by a lock smith.
How much will it cost to clean our home?
Pricing is based on the customers individual preferences, size of home, lifestyle, pets and its overall condition. The first step is a free phone or free online consultation. This phone call/meeting will discuss everything Krystal Clean offers and your desired preferences and cleaning schedule. Based on that information, we will provide price estimates. You can then be on your way for a pleasant and worry-free cleaning experience, instead of jumping from one service to another always feeling unsatisfied! Krystal Clean is your one stop cleaning service for all your household needs, with the personal touch!!
The first price is based on the initial cleaning or the first-time cleaning; the second price will be for on-going weekly, bi-weekly or monthly services. We also accommodate one-time only cleaning requests. Please call Krystal Clean at (732) 922-2919 to set up an appointment or fill out the form provided for a free estimate of your home. Note: Upon request a representative will come to your home for the walk through. E-mail us at jim@krystalclean.com, to set up your first real cleaning experience.
When do I pay for this service?
Payment must be paid prior or at time of service. You can make a payment by check or credit card (secure online server). We also accept Venmo.
If you are not present during your cleanings we request that you leave the check on your counter or kitchen table in a sealed envelope.
Am I responsible if one of your employees get hurt in my home, like my cleaning lady?
No, you are not responsible. Krystal Clean is a family-owned corporation that provides workers’ compensation insurance for all employees. All Employees work for Krystal Clean and are not subcontracted.
What happens if I bounce a check?
We understand that this may occur, but a bounced check fee will be requested.
Scheduling Questions
How do I get onto your schedule?
To get on the schedule you first must fill out an online quote form. Once received, within 24 – 48 hours an estimate will be sent out. Now it’s up to you to accept the quote. Once accepted we will look for the first available day to place you. Depending on your location this may take up to 30-60 days.
Can I request a specific cleaning time?
You may request a specific time, but the only guaranteed appointment is our first cleaning of the day. Krystal Clean can e-mail you with a two to three-hour cleaning time window. Our supervisor will even call when they are on their way if requested.
Will you accommodate me if I have a special event?
Yes, of course. Many of our clients might have a special party or event at their home and need to add cleanings to their week. We ask that you notify Krystal Clean a week in advance if possible.
What can I do to cancel or change my appointment?
Please contact Krystal Clean by telephone within 24 hours. Failure to do so may result in a late cancellation charge. The reason for this is because Krystal Clean could of used your reserved cleaning for another appointment.
What happens if you come to my home and I forgot that you were scheduled?
If we are not able to perform our scheduled tasks then a lock out fee will be requested.
Cleaning Questions
What if I am not satisfied with the cleaning?
Krystal Clean guarantees all work! Although we do not expect this to happen, if something does not meet to your satisfaction, all you have to do is call our office within 12 hours. Krystal Clean will return to your home/office to correct any problems or we can make a note to ensure that this is completed during our next visit.
Do you need to be present during the cleaning?
Most of our customers have very busy schedules and are unable to be present on their cleaning day. Most of our customers prefer to give us the key, alarm code to their home or garage entry. Any arrangement can be made for entry into your home based on individual preference.
What can I do with my pets during the cleaning?
We suggest that you secure all dogs on cleaning day, so we can perform our job effectively.
Are your cleaning crews trained and supervised?
All Employees undergo an extensive training program, that usually takes over thirty days after they passed the interview process. Training is provided by one of our Quality Control Specialist (QC) and is closely monitored by one of our managers/owners. Once written and demonstrated tasks are performed to our high standards of cleaning, then our new team member may enter the field.
Will you send one cleaning person to clean?
No, we only send out Teams. Each cleaning crew is fully trained, bonded and all employees are covered with workers compensation. Each crew will have a Quality Control Supervisor, who is responsible for the outcome of the cleanings and will also be able to communicate with the client and front office. The owner may also be present during many of the cleanings.
Four or more employees will usually be present during your cleaning. Studies have shown and proven that a team of at least four workers will outperform a smaller crew if trained properly. The reason for this is because each member can concentrate on a special task in your home. Tasks include cleaning of the kitchens, bathrooms, dusting and vacuuming.
Are there items or tasks that you do not clean or perform?
Yes, Krystal Clean never cleans inside of hutches and we do not wash laundry. We might not move certain items on open display shelves if items are large and/or easily broken. This will be discussed at the first cleaning. Although accidents can happen, our cleaning staff is very careful.
What will you perform at each cleaning?
Krystal Clean will perform our exclusive cleaning checklist (65 point for residential and 70 point for commercial) during every cleaning. Although this list is extensive, the crew even does additional items that are not on this list, such as cleaning the window above the kitchen sink.
Are you insured and bonded?
Krystal Clean is fully insured and bonded with the best coverage.
Will Krystal clean use Clorox bleach in our homes or businesses?
Yes, if the client wants us to, we will accommodate this request. The client must provide this product and leave it in the areas that need it, such as bathrooms or kitchens.
What type of cleaners do you use?
We use environmentally safe and green products with no ammonia. We will use Clorox upon your request.