Looking 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 11 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. You can find more detailed information on our guarantee 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?
In most cases, yes! The same team of trained housecleaners will come to your home nearly 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. Our staff members are also full-time employees and not independent contractors. All employees are covered by our Worker’s Compensation Insurance. You and your home are protected.
Should I prepare anything before you arrive?
That’s up to you! Our fees are billed by labor hours, (e.g. one cleaner for one hour equals one labor hour; two cleaners for one hour equals two labor hours.) If you’d like to pay us to do your dishes, or to clean up your kids’ toys while we’re there to clean your house, you can do that. 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! We bring our own supplies and equipment. In order to maintain our quality standards, we test our own products and equipment extensively before we ever bring it into your home. We also make sure our staff are trained specifically in their use and maintain stock levels appropriate for your house.
However, if you would like for us to use your own specific products or equipment, please contact us in advance to discuss options.
Do I need to be home?
No, you don’t. A lot of our customers would rather come home to find their home spotless! In fact, the majority of our customers provide us with a key to their home. (All keys are number coded and have absolutely no name or street address attached to them.) Whatever choice you make, we do need to have access to your house. We will work this out with you.
Please note, if you are not at home while we work, our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless you contact us beforehand with approval.
I have an alarm system. What’s the best way to handle that?
Your home’s security and safety is a major concern at Extra Step Cleaning and our staff is sensitive to security and access procedures. It is not necessary for you to personally disarm your system on the day of our cleaning. Your alarm company can assist you in giving a unique security code to Extra Step. Our cleaners are trained on how to disarm and re-arm alarms.
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 regulate 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, per cleaning, 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.
As we said above, our fees are billed by “labor hours,” e.g. one cleaner for one hour equals one labor hour; two cleaners for one hour equals two labor hours. Unlike most cleaning companies, we work in teams of either three or four cleaners (and sometimes more!). This means we can accomplish as much in a single hour as most cleaning companies can in three or four hours.
Can you tell me exactly when you’ll be here?
We will give you a 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 do everything we can to work with you. All we ask is that you’re willing to work with us if other customers ask for the same.
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. You can also find this information here.
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. We don’t want to bring dust into your home after we’ve just cleaned it!
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 cash, check, Venmo or Paypal. However, we can also invoice you if you would prefer to handle things that way. Please let us know your preference.
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?
As soon as you know you need to cancel, please call us at (314) 365-3650. We appreciate as much time as you can give us. There are no cancellation or reschedule charges as long as you give us 24 hours notice. Repeated cancellations for regularly-scheduled cleanings (even with more than a 24 hour notice) may result in a higher cost for your next cleaning.
Do you work on holidays?
Extra Step Cleaning’s offices are closed, and there will be no cleanings scheduled, on the following holidays:
• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day
What if I have a special request?
We all have times when we need or want something extra, whether that may be having us change linens on a certain day or adding on an additional area to be cleaned. Please just let us know at least 24 hours in advance so we can add time for your house while maintaining our schedule for our other customers.
Last but not least… A note on firearms.
For your protection and ours, please store and lock any firearms prior to your house cleaning. We will not clean any rooms in which a firearm is visibly present. Also, please do not leave firearms under pillows or mattresses if you have asked us to change your linens. We’re perfectly fine with guns in general; we just don’t like to accidentally send them flying while we’re doing our jobs. Fair enough?
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!