FAQ

Answers to Frequently Asked Questions - FAQLooking for answers to Extra Step Cleaning questions? You’ve come to the right place! Below are answers to the some of the most common cleaning questions we receive each day.

Why Extra Step Cleaning?

We’re one of the highest-rated house cleaning services in St. Louis for good reason: we take care of our customers like no other cleaning company around. We are the only company in St. Louis to receive the Angie’s List coveted Super Service Award in each of the past four years and we’d love to put our standard to your test. If you haven’t already done so, please take a look at a more in-depth answer to this question here.

Do you cover all of St. Louis?

No, we do not. Extra Step Cleaning serves much of Mid, West & South St. Louis counties at this time, including most of the following cities: in Mid-county – Brentwood, Clayton, Richmond Heights, University City, Webster Groves; in West County: Ballwin, Chesterfield, Creve Coeur, Des Peres, Ellisville, Kirkwood, Manchester, Town and Country, Valley Park, Wildwood; and in South County: Fenton. Please call us at (314) 365-3650 or e-mail us for more specific information.

So you say you provide a 100% Satisfaction Guarantee…

We do! If you’re not happy about something, we want to know about it. We’ll return to your home as soon as we can to take care of the problem or discuss other options. You can find more detailed information here.

On the flip side, if you are happy about our service, we appreciate it when you pass along the good word to others.

Will the same people be cleaning my house each time?

You’ve got that right. The same team of trained housecleaners will come to your home each and every time we clean your house. We specialize in custom-tailoring our cleaning to meet your specific needs. Tell us once and it will be taken care of for good. You won’t have to worry about telling a completely different team of people each time they come to your house.

On a more personal note, this is your home that you’re inviting us into. We’ve always felt better about letting people into our own home after we’ve gotten to know them. If you’re the same way, you’ll understand why we feel so strongly about the same team of people cleaning your house each time. You don’t want total strangers coming into your home each and every week. With Extra Step, we’ll get to know you and you’ll get to know us. It’s just the way we believe in doing business.

Is Extra Step Cleaning insured & bonded?

Absolutely. Your house and your belongings are completely protected from any problems that could possibly occur.

You say you are a “Green Clean” company. What does that mean?

Please see our complete Green Clean information page here. We offer our Green Clean services as a free option to all of our customers. Please note, there are some household cleaning jobs that may require us to go beyond the typical “Green” products. We’ll inform you of any situation we encounter.

Should I prepare anything before you arrive?

Not if you don’t want to! However, we can do our work a lot quicker for you if we don’t have to move around a lot of clutter in your house.

Will I need to provide cleaning supplies for you?

No. Not unless you want to. We provide everything necessary to clean your home. However, if you would like for us to use your own specific products or equipment, we are happy to do so!

Do I need to be home?

No, you don’t. A lot of our customers would rather come home to find their home spotless! However, we do need to have access to your house. We will work this out with you.

Will you come to my house and give me an estimate?

Absolutely! If you’d like to meet before you hire us, we can go over your house in detail before we ever clean it. You can get to know us. We can get to know you – and your house!

How much does it cost?

Your home’s first cleaning will be done on an hourly basis. Until we get into every nook and cranny, it’s impossible for us to give you a truly accurate cost. However, once we get your house clean to our – and your – standards, we can also standardize exactly how much your home will cost each time we come. For reference’s sake, homes we clean on a weekly or bi-weekly basis will be less expensive than a home we clean on a monthly or longer basis. It’s easier for us to keep your house clean when we’re there more often.

Can you tell me exactly when you’ll be here?

We will give you a specific window of time on an exact day that we will be at your home. We do everything in our power to arrive on time. We’re just like you–we hate it when companies don’t show up on time. If you have a specific time that you absolutely need, please let us know. We’ll figure something out together.

Do you clean chandeliers? Windows? Garages? Will you move this for me? What about animals?

Okay, here’s the typical small print items in not so small print. We’re sorry, but we do not clean ornate chandeliers. Our insurance company simply won’t let us. In the same vein, while we will spot-check the inside of all the windows we can get to, we can’t clean the outside of them and we can’t get up on ladders to reach tall ones inside either. (For both of the tasks above, a dedicated window cleaning company is a much better choice.) Finally, we can’t pick up heavy furniture to clean around. We may be super cleaners but we’re not super-heroes able to lift couches with a single finger.

Garages are not considered part of the interior of your home and we do not clean them. Same goes for most outside porches.

If you have animals at home, we do appreciate that they are kept in a cage, kennel or in a room while we clean. You can never predict how a pet will react to a cleaning crew. Please note: we can not clean up your pets’ accidents.

We also do not remove dead rodents or any other type of clean up where animal fluids or excrement is concerned. That type of clean-up may be more suited to a critter control business. Sorry!

How do I pay?

Payment is preferred on the day of each scheduled clean by either cash or check. However, we can also invoice you if you would prefer to handle things that way.

Why can’t I find you in the phone book?

You won’t find us in any phone book in town. We have grown our business with customer-to-customer referrals and outstanding reviews on sites like Angie’s List. Our business is based solely on our reputation.

This sounds good to me! How do I schedule Extra Step Cleaning?

You can either call us at (314) 365-3650 to set up an appointment; click here to fill out our on-line Free Estimate form or you can e-mail us. We’ll be happy to give you a free estimate and schedule your appointment.

What if I have to cancel or reschedule?

Just call us at (314) 365-3650 and let us know as soon as you know you need to cancel or reschedule. We appreciate as much time as you can give us. There are no cancellation or reschedule charges. All we ask is that you repay this courtesy with courtesy of your own.

Wait a minute! What about…?

What did we miss? Give us a call at (314) 365-3650 or drop us an e-mail and let us know what other questions we can answer for you!