Rules for doing business together

 
American Maids of North Carolina LLC

Owner/Company: 704-502-2041

Administrative Department: 704-237-0040

Field Department: 704-237-0014

 

Policies & Procedures:

If we serve your property, you are governed by these policies & procedures. They are updated periodically, it will be the client's responsibility to check back to see if there are any updates to these rules. Contracts will automatically repeat per agreement cycle.

 

24-72-Hour rules:

As part of our open communication policy, I strongly advocate that everyone understand our “24-48-72 hour rules."

 

These rules are particularly important when you use the 24-hour rule for our incident reporting after damaged items have been reported by our cleaning technicians or complaining about the service you received. You see the faster we can rectify the problem, the better our working relationship will endure. And no matter if you are a non-contract and contracts customer the 48-72 hour rule is very important too. You will use this rule when canceling a service day or reschedule a service, or the contract will recur again within 48-72 hours before the last clean of each agreement cycle; 4-26 cleans.

If you get angry with your cleaning company, here are a few steps to take with a grain of salt.:

Stop, if you get really angry about something, stop, take a step back and a deep breath...

Think, after you're no longer upset, think about the situation and why you got so angry...

Talk, finally, talk to your cleaning company and when you do, follow the tips above and below.

Listen, it okay to not agree with everyone. And we can still be friends.

 

Supplies:

We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our representatives are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled clean day. If you would like us to use your cleaning product, we ask that you call the office for pre-approval. Due to OSHA regulations, we are required to have Safety Data Sheets for all chemicals our technicians use.

 

OTHER CHEMICALS

If you use other chemicals on the surfaces; the customer agrees to the full and totally responsibilities for any damages that may or may not accrue.

 

Ladders:

Our cleaning technicians come with a 2-step ladder. We are unable to use client ladders or climb higher than 15 feet. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension pole so we can get those higher ceiling fans, ceilings, lights, etc.

 

Blinds:

We do offer shutters and blind cleaning. Blinds must be reasonable conditions, we do not service mini blinds or metal blinds. Shutters or blinds may need to be vacuumed before they can be wiped clean; this will require additional time, which means a higher rate. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly.

 

Moving Furniture:

We will move “light” furniture but we do not move large furniture like refrigerators, stoves, washers, dryers, etc. Movable furniture must be on pads & sliders. We will try to reach all visible places either by hand or with an extension duster.

 

Animals:

Your animals can be family members and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they are placed in areas that we are not working in. Our cleaning technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.

 

Fire Arm:

For our protection and yours, if you have firearms, we ask that all be stored and locked away prior to our cleaning your facility. We will not clean any room in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.

 

Insects:

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bedbugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, roaches, fleas, etc.). We will leave you a note or call you regarding the problem.

 

Alarm System:

If your home has a security system, please inform us how you want to handle it. Security and safety of your facilities are a major concern at American Maids of North Carolina, and our staff members are sensitive to security and access procedures. 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 or business unless prior approved by the office.

 

Note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our cleaning technicians are trained on how to disarm and rearm most alarm systems.

 

Safety:

The safety of our cleaning technicians is extremely important to us. To decrease the risk of any injury to representatives we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If a member feels that their personal safety is in danger, the representative has the right to leave the job site, the client will still be responsible for the full cost of the job.

 

Key Control Policy:

Most of our clients provide us with keys to their facilities. Rest assured we take the utmost care in protecting both your key, your codes and your property. Keys are coded with your first names on the label attached to each key. All keys are immediately returned to key bag upon cessation of service for each day.

 

If you decide not to issue a key to American Maids of North Carolina, and no one will be able to let us in during the cleaning process, you may choose to leave a door unlocked or place a spare key in a secured place for the technicians to gain access to your facility. In this case, you release American Maids of North Carolina and it's representative of any liability that may arise from damages or theft to your property as we cannot guarantee that we are the only ones who will have access to that facility that day.

 

Injuries in Your Facility:

Our staff members are full-time staff members and not “independent contractors.” All workers are covered by our General Liability Insurance, covers the staff member’s injuries and protects you. Each cleaning technician, the staff member is covered by a $10,000 bond; certified North Carolina bond by https://www.suretybonds.com/states/north-carolina.html

 

Distractions:

It is important for us to have access to every area of your facility that we will be servicing. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused. Every effort is made to work safely and cautiously and we cannot assume liability for injury to others or items. We kindly ask that you, your children and animals remain out of the room that we are working in, in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).

 

Payment:

Payment is due at the time of service – we do an invoice. Checks mailed to the office from your bank must be scheduled to arrive on or before your day of service. A credit card must be on file and will be charged if payment is not received at the time of service. Checks returned for NSF will be assessed $40. In this event, your credit card will be charged for the cleaning plus the $40

 

NSF fee:

If we do not receive payment the day of your cleaning and your credit card is not on file and authorized, we will charge $15 per invoice plus any interest 21% per invoice per every 15 days until paid in full. In the unfortunate event that we are unable to collect the past due payments, accounts will be forwarded to our collection agency,

 

Collection Department:

Delinquent account recovery, we charge a 30% per invoice.

 

St. Cobbs Incorporated 704-896-0046 - 704-896-0047 (fax)

Re: Bill Cobb bcobb@stjohncobb.com

209 Delburg St. Suite 102 Davidson, NC 28036

 

Legal Department:

Legal delinquent account recovery fee $100, plus collect and recover; court cost, lawyer fees, representative salary, delinquent recovery fees, and any other delinquent recovery expenses.

 

The McIntosh Law Firm, P.C. 704-892-1699 x299

Robert G. McIntosh email: Bob@McIntoshLawFirm.com

209 Delburg St #203, Davidson, NC 28036

 

Tips:

Are always appreciated. Be kind; to tip everyone on your team but be fair by giving to each laborer equally. You can feel free to add your tip to your payment or leave cash in marked envelope per member. The law does require us to take taxes from the tips received in our payment processing office.

 

Fees:

Hourly fees are billed by labor hour, e.g., one cleaner for one hour = one labor hour; two cleaners for one hour = two labor hours.

 

We reserve the right to adjust our rates and policies at any time. The law doesn't require us to collect sales tax for the cleaning laborer. Most of our cleanings are quoted and priced by the square footage of the facilities and per job or areas.

 

==>Late fees are $15.00 per invoice every 15 days and interest is 1.75% daily [21% annual] every 15 days until paid-in-full.

 

Residential walk-through or deposit fee $35.00* per job. Commercial walk-through or deposit $85.00* per job.

* Refundable only if we are hired to complete the job, otherwise non-refundable.

Scheduling and Routing:

When we schedule your appointment we reserve a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their commission. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:

 

Cancellation, Reschedules, and Deferrals:

We require all Cancellation, Reschedules, and Deferrals to be communicated to us 72 hrs (3 full working days) in advance and in writing to avoid charges. Please understand we have held your spot and turned down business so as not to interrupt your service. And with us being a small company, we have the right to make any changes, updates, to all cleaning and all routes at any time with or without notice. 

CANCELLATIONS:

Cancellations communicated less than 72 hrs (3 full working days) prior to the appointment but more than 48 hrs (2 full working days) will be charged $18.00 per scheduled technician or the invoice amount whichever is the lowest amount.

 

Cancellations communicated less than 48 hrs (2 full working days) prior to the appointment but more than 24 hrs (1 full working days) will be charged $25.00 per scheduled technician or the invoice amount whichever is the lowest amount.  

 

Cancellations communicated less than 24 hrs (1 full working day) prior to the appointment but more than 12 hrs (1/2 half a working day) will be charged the full invoice price for canceling the clean. 

 

RESCHEDULES:

Rescheduling communicated less than 72 hrs (3 full working days) prior to the appointment but more than 48 hrs (2 full working days) will be charged an increased fee of $5.oo per scheduled technician or $0.05 per invoice amount per reschedule whichever is the lowest amount.

 

Rescheduling communicated less than 48 hrs (2 full working days) prior to the appointment but more than 24 hrs (1 full working days) will be charged an increased fee of $10.oo per scheduled technician or $0.10 per invoice amount per reschedule whichever is the lowest amount.  

 

Rescheduling communicated less than 72 hrs (1 full working days) prior to the appointment but more than 48 hrs (1/2 half a working days) will be charged an increased fee of $15.oo per scheduled technician or $0.15 per invoice amount per reschedule whichever is the lowest amount.

 

Emergency cancellation or reschedules is determined on what type of emergency at the time. Proof may be required. We do our best to accommodate all our client's needs. If approved we do not charge any fee.

 

DEFERRALS:

Deferring a contract service date which is communicated less than 24-48-72 hrs rules: 72 hrs (3 full working days) prior to the appointment but more than 48 hrs (2 full working days) or less than 48 hrs (2 full working days) prior to the appointment but more than 24 hrs (1 full working days) or less than 24 hrs (1 full working day) prior to the appointment but more than 12 hrs (1/2 half a working day) will be charged a percentage of the service date amount whichever may be the lowest amount. 

[1 defer] deferral fee = 75% of the recurring amount.
[2 defers] deferral fee =  50% of the recurring amount.
[4 defers] deferral fee = 25% of the recurring amount.

Lock Out/Turned Away Fee:

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning. If we have to return to complete the cleaning a lockout fee of $50 will be charged.

 

Skipped or Missed Cleaning Visits:

Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Bi-weekly rates are for bi-weekly cleanings. Monthly rates are for monthly cleanings. Quarterly rates are for quarterly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service because it takes additional time to complete your cleaning unless you are a contracted client.

 

Notify the Office:

All cancellations or defers must be made on or before the service date by phoning the office at 704-237-0040; leave a message.

 

All rescheduling must be made 48-72 hours prior to any scheduled service date by phoning the field office at 704-237-0014; leave a message. Contract customers are required 72 hours prior to service dates; to call or text 704-502-2041.

 

Why by phone? So to have a digital printout of request per account.

 

Solicitation of Staff:

By using our services, you agree not to solicit for hire any staff member, technicians, the employee that's been introduced to you by American Maids of North Carolina for any home-related or business-related services, janitorial-related services, office-related services, or any foreclosure-related services or any service we provide. Because if you are found to have solicited one of our representatives, please be advised that our soliciting fee is $3,500.

 

Damages:

Accidents do happen. If we are responsible for damages to your facility or any item in the resident or office building, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged within the contract agreement. We will not assume liability for pre-existing damages, scratches, dings, and scrapes in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of service and/or cleaned by the owner. All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.

 

Release of Liability:

Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases American Maids of North Carolina and its staff technicians members from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if American Maids of North Carolina may have caused the need for repair or replacement.

 

Wear and Tear:

The longer we live in our residences or commercial building, the more wear and tear builds up in it. Baseboards, the bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all. And some just don't change in appearance.

 

Holidays and Closings:

Our office is closed and there will be no cleanings scheduled on the following holidays:

 

New Year’s Day

Memorial Day

Independence Day [1-week Annual Vacation Closing]

Labor Day

Thanksgiving Day

Christmas Day

 

We do not work on days when the snow emergency level exceeds 1 and the weekend. However, if we work on the weekend there is an increased charge of 18% for overtime hours.

 

Arrival Time/Hours:

Our hours of operation for our field department are from 6:00 a.m. to 6:00 p.m. and our administrative office are from 9:00 a.m. to 5:00 p.m. Our residential technicians arrive at our first service date between 9:15 and 9:45, and the last service date by 4:00 p.m, unless you are our first cleaning of the day, we are unable to guarantee exact arrival time. However, we can provide you with a 2-hour window of our estimated arrival time if you call the office prior to serving your parcel.

 

Please allow us the flexibility of scheduling our arrival between 7:00 a.m. and 4:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.

 

If you want to wait for us to arrive, please be there during the estimated window of time to let the cleaner(s) into the facility. If no one is there or we are turned away for any reason a cancellation fee will be charged. (see Cancellation Policy.)

 

Contract default rules and mandatory rules:

Mandatory rules: To cancel any contract, you are required to call 704-237-0040 and leave your cancellation message. If you don't get a cancellation code. The contract is not canceled, so follow-ups are really important. Non-payment will place the contract in default.

 

In legal theory, a default rule is a rule of law that can be overwritten by a contract, trust, will, or other legally effective agreement. Whereas the default rules can be modified by agreement of the parties, mandatory rules will be enforced, even if the parties to a contract attempt to override or modify them. [1] Warning sent out. [2] A fee of 0.08% will be charged for default of contract agreement. [3] You're account become past due and those fees will start processing like late fees and interest, etc.

 

1. Contract Services

All our contracts are automatically recurring and processed per agreement cycle and updates per cycle. [For example, a 4 clean contract will process for 4 more clean with prior notice and will continue until you, Stop the contract within 48 hours of the last clean in each agreement cycle. Let's say, your contract started on 06/01/2017 for your initial clean, and you want bi-weekly recurring service so the 27th of July will be the last clean date of the contract agreement, so your contract will recur on July 25th. That's the 48-hour rules. ending.]

 

2-4 cleans you will receive 5% off all invoices per cycle. 2MC-4MC [0 defer cleans per agreement cycle.]

 

6 cleans you will receive 10% off all invoices per cycle. 6MC [1 defer clean per agreement cycle.]

 

12 cleans you will receive 15% off all invoices per cycle. 12MC [2 defer cleans per agreement cycle.]

 

26 cleans, you will receive 20% off all invoices per cycle. 26MC [4 defer cleans per agreement cycle.]

 

AUTOMATICALLY OCCURRING ON THE REVISION DATES.

Notifications will go out to the email on file, 1 week and 72 hours before the revision date.

 

CUSTOMERS SIGNING OUR CONTRACT AND THEN CANCELLING BEFORE RECURRING SERVICE HAS STARTED JUST TO GET THE DISCOUNT ON THEIR INITIAL SERVICE, THEN THE CONTRACT WILL BE IN DEFAULT OF THE MANDATORY RULES AND THE FULL CONTRACT AMOUNT PLUS ANY FEES WILL BE DUE AND PAYABLE.

 

THE EMAIL ADDRESS PROVIDED BY THE CLIENT IS A DIGITAL FINGERPRINT AND OR SIGNATURE. WHICH IS A LEGAL SIGNATURE IN THE STATE OF NORTH CAROLINA.

 

2. Defer Cleans

You may reschedule, postpone, cancel or defer your recurring service dates, up to Four (4) times throughout each recurring cycle but it must be in writing by emailing us or texting us.

A defer cleans is great to use for sick days, vacation, etc. However, it doesn't deduct the amount owed in the contract but it gives you benefits of extending the time by the number of deferring allocating above.

 

Requests to be excused from a service date must be submitted in writing and be supported by facts specifying the hardship and a statement why the circumstances constituting the hardship cannot be avoided by deferring services or rescheduling services to another date.

Contracts cannot be deleted, canceled, or wiped off the books. The full payment will be collected plus any fees accrued.

 

Notification:

All our estimates, quotes, invoices, statements, credit card processing, and reminders for these items are sent through our accounting system. Wave Accounting is completely safe. Our servers are protected physically and electronically. Any connection between you and Wave is protected by 256-bit SSL encryption. Wave is a PCI-DSS Level 1 Service Provider: https://my.waveapps.com/security/

 

All Calendar notifications for our service route schedule and contracts renewals, email correspondence, documents and spreadsheet, data forms data, and other ways of communication is through G-Suite Paid Cloud Platform. https://gsuite.google.com/security/?secure-by-design_activeEl=data-centers

 

Our Fax Line is maintained by Hellofax Paid: https://www.hellosign.com/legal/hellofax-security

 

Signature is maintained by Adobe Paid: https://helpx.adobe.com/content/dam/help/en/document-cloud/Adobe_DC_eSign_Best_Practices_Digital_Signatures.PDF

 

Construction Work:

We recommend maintaining a well-working machine. However, it does take longer to clean under these conditions. There will be an up-charge for this service.

 

100% Satisfaction Guarantee:

The most common complaint we hear is about cleaning services is that quality typically decays over time. We want you to be extremely satisfied with us. In fact, we're absolutely delighted with every cleaning we provide you. We are so convinced of our quality and consistency that we guarantee our work 200%. If you are not completely satisfied with our work, call us within 24 hours and we will re-clean the unsatisfactory area. If you are still not satisfied, one of our managers will visit your facility to inspect the need. This guarantee does not apply to hourly, one-time or initial cleanings. However, we will still be happy to re-clean any area that does not meet your satisfaction if you call within 24 hours of the cleaning.

 

Quality Control:

American Maids of North Carolina's quality control manager will periodically inspect the facility to make sure it is being maintained according to our highest standards. We also ask that you “score” our cleaning each time we visit. You may provide this feedback on our website. Naturally, anything of a serious or urgent nature should immediately call the office at 704-502-2041 and or leave a message.

 

This Business Is Not BBB Accredited, Why? To keep the cost down, but that does not mean we do not follow their high standards because we do follow all Standards set in place by the Better Business Bureau as if we are BBB Accredited: Code of Business Practices. That's why we have been A+ since 06/28/2012 when we opened our account with the BBB.

 

From Management of American Maids of North Carolina:

Thank you all for your continued support. Without client's like you, we would not be in business today. So please know that a day does not pass without us praying for you and your family. God bless us all!

 

Current Updated: 08/12/2019 12:04:00 AM

Last update: 05/22/2019 11:40:00 AM; 04/25/2019 09:21:00 PM; 04/19/2019 01:04:00 PM; 04/17/2019 01:47:00 PM; 08/16/2018 05:44:00 PM; 07/14/2018 02:33:00 AM