FAQ's

FAQ’s

Have a question about our services or company? Please review our frequently asked questions below. If you have additional questions or need clarification on any of our services, please feel free to call us at (503) 209-1342, send us an email to info@murrayhillmaids.com, or fill out our contact form and we will be happy to answer your questions. Thank you.
1. Are you a franchise?

Murrayhill Maids is not a franchise.  We look and act professionally as you would expect with a franchise; however, we maintain the flexibility to provide you with a more customized experience.
2. Do I have to sign a contract?

Murrayhill Maids does not require contracts. You may cancel services anytime you wish; however, with our strong commitment to excellence and customer satisfaction, many of our customers continue to utilize our cleaning services, whether regularly scheduled service or a one-time service.
3. Do you work on weekends or holidays?

Murrayhill Maids is open for business Monday through Friday. Like you, our employees need time to spend with their friends and families. Therefore we do not provide cleaning services on weekends or select statutory holidays. 
4. What if I need some extra tasks or services?

At Murrayhill Maids, we do have the capability to custom tailor your cleaning needs as long as the requested services are ones that we perform. We ask that you contact us in advance to make any special requests and we will be happy to provide you with a quote for any additional time required.
5. When Do I Pay?

Payment is due the day of each scheduled cleaning, unless other arrangements have been made through our office. For regular services, our preferred method of payment is by electronic check (an authorized form is required). However we also accept all major credit cards, checks and cash.
6. Do I have to tip your employees?

Tipping is not expected; however, it is greatly appreciated for a job well done.  Murrayhill Maids’ goal is to always exceed our customer’s expectations.
7. Are You Bonded and Insured?

Yes. Our philosophy is that you, the customer, should never have to worry about any risk. Our coverage includes liability and workers compensation. At Murrayhill Maids, if something should happen, you are fully protected.
8. Are Murrayhill Maids’ cleaning services guaranteed?

Absolutely! If you’re not completely satisfied with our cleaning, call our office within 24 hours and we will happily re-clean that area to your satisfaction. Please note that Murrayhill Maids does not offer refunds for services.
9. What’s the best way to communicate with Murrayhill Maids?

Either call our main office number at (503) 209-1342 or email denise@murrayhillmaids.com. Since cleaning is a subjective service, we encourage you to communicate your inquiries, concerns and/or praises so that we can ensure we are meeting and/or exceeding your expectations.
10. What if I have pets? 

We welcome pets! While our teams are careful not to leave doors open when there are pets in a home, they do hold the doors open when entering with their equipment.  Murrayhill Maids teams will not clean if they feel endangered by your pets.
11. What if my scheduled cleaning falls on a holiday?

If your scheduled cleaning falls on a holiday, rest assured our office will contact you to reschedule.  If you are uncertain about what holidays we take off, feel free to contact our office to find out.
12. What happens if I need to cancel or change an appointment?

Because we reserve a block of time for each appointment, we appreciate a minimum of 48 hours of notice for any changes. At times, we may charge a fee for short cancellation notices if we are unable to refill the scheduled slot. All schedule changes MUST be made through our office or by email at denise@murrayhillmaids.com.
13. Do I need to be home while your teams are cleaning?

No, many clients are not home at the time of cleanings. If you are not going to be home at the time of cleaning, we must have access to your home to provide service. There are three available options:

Option # 1) You may provide us with a key which is stored in our key safe.

Option # 2)You may leave a key at a designated and accessible place. However, we are not responsible for keys left in unsecured areas.

Option # 3) You may meet the team at your home. However, we only guarantee the team’s arrival time for the first appointment of the day. 

If not the first appointment, you will have the choice of two arrival windows: between 10:00am and 1:00pm or between 12:00pm and 3:00pm. 
14. Do I need to provide any equipment or supplies?

Murrayhill Maids provides everything needed to make your home or small business shine. However, if you prefer that we use specific products, please let us know.
15. What if your team damages something in my house?

Murrayhill Maids treats homes with the greatest care; however, accidents do happen. If an accident does occur, please notify our office within 48 hours of the cleaning date. We will make every effort to have the item repaired or replaced if the item cannot be repaired.
16. What happens if the cleaners show up and are not able to get into my home?

Please understand that it costs money to send cleaners to and from homes. If our cleaners arrive at your home and are unable to obtain access, there will be a $45 lockout fee assessed. To prevent lockout fees from happening, consider providing Murrayhill Maids with a method to access your home such as a spare key, a lock box code, or a garage door code. All keys and passcodes are kept secure at our facilities.
The latest copy of our customer service agreement can be found here
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