Click on any question for answers to our most commonly asked questions. As always, if you have a question that hasn't been answered here, please click on the contact link to the left for more information. It's our pleasure to assist you in any way possible.

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1. Can you guarantee time of arrival?
No. We can give an approximate time of arrival (usually within 45 minutes). However, we are often at the mercy of factors beyond our control - traffic, weather, etc. We generally prefer to arrange some method of access to your home ahead of time. This way we will never hold you up!

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2. How do we arrange for access?
The preferred method of access to your home is to provide us with a key. Our customers' keys are coded (no name or address on them) for your security. They are locked and are signed in and out on a daily basis. Other options are to leave a certain door unlocked which we will then lock behind us, or to leave a key in a specific location

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3. Do I have to sign a contract?
No. You do not sign a contract or have to agree to a minimum number of cleanings. We will arrive on our predetermined day and time until you notify us of any change to your schedule.

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4. What if I need to cancel?
We prefer 48 hours notice of any changes or cancellations. We will charge in full if given less than 24 hours notice for a cancellation or if we are locked out of your home. An honest emergency is an obvious exception to this policy.

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5. What if USA First Services, LLC can't come?
If our crew fails to show up to clean your home on your scheduled day, and it was our error - we will provide you with a free cleaning at a mutually convenient time.

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6. What happens when my day coincides with a holiday?
There are six scheduled holidays that we take off during the year: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day. If your cleaning date falls on one of these days, we will attempt to reschedule you to available openings that week. This is done strictly on an availability basis and we cannot make any guarantees regarding specific crews, days or times.

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7. What happens on a snow day?
On days of inclement weather, we will decide by 8:00 AM if it is too dangerous for our crews to be traveling. We will notify you as soon as possible regarding any cancellations. We will attempt to reschedule your appointment but cannot guarantee we will be able to do so. 

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8. Can I change my scheduled day of cleaning?
Certainly! As long as your change request comes within our 24 hour cancellation period (48 hours is preferred). Factors to remember are:

• we may not be able to reschedule an appointment with your regular crew
• it is necessary to resume on your regularly scheduled day for your next appointment

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9. Will I lose my spot if I go on vacation?
No. If you are going away for vacation or need to put the service on HOLD, we will hold your spot for up to two months as long as you are certain of your intent to resume.

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10. Will I always have the same people coming to my home?
Yes! As long as you commit to a weekly or every other week schedule, we will send the same team of two people to your home. If you are a monthly customer, we will attempt to send you the same crew but cannot guarantee it. 

PLEASE NOTE: In the event that your regular crew or a member of that crew cannot come to your home on a particular day, we reserve the right to substitute another individual or crew for that day. We will make every effort to contact you in advance. A supervisor will accompany the crew to go over any specifics regarding your home. As always, our 100% guarantee is in effect. Cancellations due to your regular crew not being available will result in a full charge.

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11. How does the guarantee work?
Very simply! If you are not completely satisfied with the job as a whole or with a particular area of your home, notify us within 24 hours and we will come back to fix any problems. If this is not convenient for you, we will discuss and agree upon a deduction from the charges of your next appointment.

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12. What are the payment terms?
We require payment on the day we perform services at your home. A check made payable to USA FIRST SERVICES, LLC or cash is acceptable. We also accept Mastercard, Visa and American Express. Generally, payment is left on a kitchen table or counter. We do not invoice for residential services. There will be a $15.00 charge on all returned checks. A finance charge of one and one half percent (1.5%) per month will accrue on all overdue balances.

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13. Are the USA First Services, LLC services insured?
We carry complete Commercial General Liability insurance, surety bonding and workers compensation coverage in amounts that should exceed any incident that may occur. A copy of our certificate of insurance will be provided for you upon request.

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14. What do you do if something is broken?
If a crewmember breaks an object at your home in the performance of his or her normal duties, he or she will either show you or leave the object on a table with our card if you are not home. The incident will be reported to our office and a manager will call you that evening. The first step is to then determine the scope of the damage - is it fixable or does it need to be replaced? We will do the legwork for you in terms of getting appraisals or estimates for repair. Please be assured that this doesn't happen often but when it does, we handle the situation responsibly, promptly and professionally.

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15. What do I do if I think something is missing?
In the unlikely event that you think something was taken from your home, please call us immediately. We will gladly discuss your concerns with you in detail. If it appears that a staff member is responsible, we will work with you to take the necessary action that our bonding requires.

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16. Can I make special requests when my crew comes?
We try to be as flexible as possible in accomodating special requests. Please contact our office the day before your appointment to discuss what you would like to have done. You may either substitute a special project for some of the regular work we do or have it done in addition to the regular work. In this case, we will bill you at our current hourly rate. We prefer that you do not leave the crew notes! A call to the office is much more efficient!

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17. Do I have to provide supplies?
Not usually. We will bring everything needed to clean most items. If you have a particular brand of furniture polish or bathroom cleaner, etc, we will be happy to use it if you leave it out for us. Again, please call us to let us know!

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18. What are your days and hours of operation?
Our crews operate Monday-Saturday. Each crew will usually do three jobs per day. The first job starts at 9:00 AM, the second job starts between 10:30 AM and 12:00 PM and the third job starts between 12:30 PM and 2:00 PM. We are occasionally able to do jobs on Saturdays depending on crew availability. We schedule customers on either a regular weekly, bi-weekly, monthly or a one-time basis. We occasionally get requests for a regular every three week spot. This is impossible to do with a set day, time or crew. We will be happy to come to your home every three weeks but you will not be guaranteed to have the same scheduled time of day or crew.

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19. How do I schedule a monthly cleaning?
Due to our large number of monthly customers, we use the following procedure for scheduling:

• Our office will call you every third week to set up an appointment for the following week.

• We will leave you two messages or make two attempts to call you. It is helpful to leave us a work phone number.

• When we reach you, we will go over the available openings we have for the following week and will schedule your appointment.

• If we go more than two consecutive months without cleaning your home or hearing from you, we will remove you from our call list.

• If we go more than two months without cleaning your home and you call to resume service, there will be an additional charge of $15.00 on that visit.

• If by some chance we do not call you due to an oversight on our part, please call us and we will make sure to get you an appointment.

• We strongly urge you to provide us with a key or some other means of access to your home. This will increase the availability of spots open to you.

• We will try to match you with a regular crew but we cannot guarantee their availability.
  

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20. Is there anything I can do to help?
The only suggestion we would make is that the more accessible and free of "clutter" an area is, the more actual cleaning we can do rather than picking up!

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21. Do you have a referral program?
Absolutely! This is the best advertising we can do! We have a discount program that will reward you for referring someone to us and then additionally, if that referral becomes a customer. Call us and ask for details!

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22. How long will the crew be in my house?
This varies from visit to visit depending upon the time between cleanings, activity in the home, the season and soil levels. You are paying a fixed rate per visit, not an hourly rate. Please remember that our work is 100% guaranteed. If you are not satisfied with the job that was done or if something was missed, please let us know immediately!

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23. How do I schedule window or carpet cleaning?
A call to our office will initiate the procedure. We will prepare a quote for your requested service, then just call and make and appointment. It's that easy!

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24. How do I get in touch with you or make comments?
Please click HERE for that information