1. “We tidy up your closets, but good luck finding the skeletons in ours.”
As more Americans find themselves with less time to take care of their homes, it’s becoming more common for people to hire professional help. But for the average person who doesn’t know how to run a background check, verifying the identity of the person they’re letting into their homes—and ruling out candidates with questionable records—can be tough.
Amber Gillespie needed a new housekeeper when she moved to Arizona last year from California. So she decided to work with someone recommended by an acquaintance. The woman said she was bonded and insured under her own cleaning company, but when Gillespie looked her up online, she discovered that she actually worked at an unrelated home-service business. It turned out she wasn’t insured as a housekeeper at all. After that, “I had a really hard time trusting her,” says Gillespie. “I basically asked her not to come back.”
Gillespie says the experience was a lesson in how hard it can be to vet a person who is going to have access to your home. Some companies will go through the process of verifying that a person is legal to work in the U.S. and checking if they’ve had any criminal or credit issues in the past. Chris Rall, owner of the Golden Shine Cleaning agency in California, says his company only works with employees who have clean records. (Some states restrict employers from using background checks and credit checks.)
Anyone trying to vet a housekeeper on their own should ask for multiple references and discuss liability insurance up front, says Ernie Hartong, executive director of the Association of Residential Cleaning Services International, or ARCSI, a trade group for the residential cleaning services industry. Even those going through larger cleaning agencies should ask about what specific steps the company is taking to verify a worker’s identity.
2. “Prepare for sticker shock.”
Thinking about hiring a pro to spiff up your home? Be prepared to pay up for that first visit. Cleaning companies will often charge more than their typical rates for the initial deep cleaning, and then have lower rates for the standard service. For instance, it generally costs $85 to $120 to clean a four-bedroom, two-bathroom house, according to industry pros. That first deep cleaning, however, can cost up to $200.
Of course, there’s a reason for the price differential. Cleaning companies say that after the initial deep cleaning, visits are more a matter of maintenance than heavy lifting. The staff might use that first visit to move most of the furniture to vacuum underneath and dust off the ceiling fans, tasks that can be done less frequently or alternated in follow-up visits. And housekeepers can work more efficiently once they get to know a property, industry pros say.
But not all new customers have to pay a premium for the first visit, and clients should be able to specify what tasks they want the cleaners to focus on. “You may be able to skip that first deep clean if your home is in above average shape,” says Hartong.
3. “We are more about speed than thoroughness.”
Many housekeepers will whiz through a property if they feel pressured to get through multiple homes in one day. That speed can sometimes lead workers to miss spots, break things or just do a subpar job. It was that sense of rushing that lead Michelle Tennant Nicholson, a public relations specialist near Asheville, N.C., to fire her cleaning company earlier this year. The first cleaning Nicholson received with a large cleaning company was “fabulous,” she says. With a manager supervising their work, the staff brought their own supplies and gave her two-bedroom, two-bathroom cabin a good scrubbing. But on following visits, workers often left dog hair on her bedroom floor or failed to clean behind the toilet in her bathroom. “Unless I was watching them, they would take shortcuts.” she says. (Nicholson is now using a self-employed housekeeper referred by a friend, and she says she likes being able to talk to the individual directly, rather than a management company, about which tasks need to be done each week and what can be skipped over.)
To prevent his staff from doing rushed, careless work, Mark Kushinsky, chief executive of MaidPro, a cleaning franchise with offices throughout the U.S. and parts of Canada, says he assigns small crews of one or two employees to each property, since customers generally expect larger crews to finish a job more quickly. The small crews also remain responsible for the same properties on repeat visits, which allows the workers to get to know the homeowners over time and adjust the service based on what that customer needs, he says: “It’s just a more personal clean.” Many cleaning companies also create checklists of tasks cleaning crews must complete at each visit.
4. “That is, if our workers even know what they’re doing.”
Excited about hosting her family’s annual Christmas party a few years ago, Katherine Ibarra decided to get help cleaning up her new South Florida townhouse. But the housekeeper she found through a local cleaning company seemed unprofessional. For instance, the cleaner accidentally left a Windex soaked rag on top of the mattress when she made the bed. “I couldn’t get the chemical smell out of the mattress so I had to flip it until I could replace it,” says Ibarra. The maid also didn’t clean under any furniture or dust on top of the bookshelves.
Hartong, of trade group ARCSI, says many cleaning agencies are educating their workers about the best methods for cleaning various surfaces and recognizing the benefits of specialized supplies like microfiber cloths and mops with special bristles. The association recently launched a training program that covers safety and basic chemistry that has seen high demand, says Hartong.
5. “I can work under the table, but it’s you who will be on the hook.”
Some homeowners may be tempted to slash cleaning costs by hiring a self-employed housekeeper instead of turning to a larger cleaning company. And with some individuals charging $10 to $25 an hour, compared with the $30 to $40 typically charged by some cleaning companies, the savings can indeed be substantial.
But those cheaper fees could result in a bigger check to the tax man. Anyone paying a household employee cash wages of more than $1,800 a year is normally required to pay that worker’s Social Security and Medicare taxes, which could add another 8% to the bill, not including the taxes the housekeeper is responsible for. For example, someone hiring a housekeeper at $20 an hour for, say, four hours a week would end up paying an annual wage of $4,160, and they would owe an additional $320 in payroll taxes.
Many people try to avoid the hassle by paying their housekeepers in cash, but if they get caught, they could owe the IRS back taxes and other penalties. If you’re hiring a cleaning service, make sure that it will be handling its employees’ wages and taxes, or that its workers are independent contractors who do their own taxes.
6. “My injuries will hurt you too.”
Homeowners may be on the hook for medical bills incurred by housekeepers who get injured in their homes. Gillespie found herself paying a few hundred dollars out of pocket two years ago when her previous housekeeper in California cut his hand trying to save a crystal vase from falling on the floor. She wasn’t aware until he got injured that he didn’t have health insurance. Gillespie says she didn’t think to ask about his insurance status, since she originally hired him through a large cleaning company, but she says it’s a topic she wishes she had brought up sooner.
While most homeowners insurance policies will cover injuries incurred by people on a property, many will limit coverage for someone who is considered an employee of the household, experts say. Some homeowners may find that it is easier to settle the bills privately, than to file a claim; that’s what Gillespie decided to do. But such an incident could leave them spending hundreds or thousands of dollars out-of-pocket.
ARCSI says consumers should ask cleaning agencies if their housekeepers carry workers’ compensation insurance, which should cover any injuries workers might suffer while on the job. Some states will require companies to offer the coverage if they have a certain number of employees. Also ask whether the agencies carry general liability insurance, which should cover any damage a housekeeper might do to your property.
7. “We don’t always make up for our mistakes.”
Tracy Bagatelle-Black, a publicist in Los Angeles, had a team of housekeepers making their monthly visit to her 2,000-square-foot home a few years ago when one of the maids snagged the vacuum on an electrical cord and knocked over a $300 glass lamp. At first, the small agency that hires the cleaners was reluctant to reimburse Bagatelle-Black for the damage, claiming it wasn’t something they typically did for customers. The lamp was a model that was no longer being made and couldn’t be replaced. But after she showed the company a receipt for the lamp and followed up with the owner, it agreed to write her a check.
Industry pros say the discussion about who will be responsible if something gets damaged should happen up front—not after the fact. Not all companies are prepared to reimburse homeowners if a housekeeper breaks an item or ruins a surface by using the wrong tool or chemical. Consumers might want to ask the company to sign a service agreement stating that the company will pay for damages up to a certain amount, says ARCSI’s Hartong.
8. “Good luck if something disappears.”
Many cleaning agencies assuage customers’ fears of getting robbed by pointing out that they’re bonded—meaning they have a type of insurance that covers property damage or loss up to a certain amount. But some homeowners don’t realize that may need to overcome several hurdles before that coverage would even kick in. Most times, an employee needs to be arrested, tried and found guilty before a bonding company will pay up—pitting the homeowner’s word against that of the housekeeper’s. “Bonding situations don’t pay off unless there is a conviction,” says Hartong.
Anyone who suspects their housekeeper stole one of their belongings should file a police report to get the investigation started as soon as possible, says MaidPro CEO Kushinsky. Kushinsky says his company will try to make customers whole, even without a conviction, if they determine one of their employees is at fault for missing or damaged property.
9. “We’ve gone high-tech, but not necessarily more efficient.”
New Web-based companies are entering the market, promising to reduce the hassle of finding a housekeeper by making it easy to instantly book pre-vetted cleaning professionals. But consumers say the process isn’t always so seamless. Cheryl Clements says it was easy to book a housekeeper for her apartment in New York City’s West Village by using Handybook.com, a New York-based startup that helps people book cleaning staff or handymen online or via a smartphone app. She made the appointment online, received a confirmation email the day before the appointment, and was overall content with the cleaning. But when Clements tried to cancel an upcoming session before a vacation, first online and then by phone the day before the appointment, the housekeeper still showed up at the previously scheduled time. There were also some disputes over how much time housekeepers needed to clean her apartment.
To be sure, the complaints customers have about Web-based cleaning services may not differ much from the concerns they have over other cleaning companies. But concerns about scheduling can be common, with some consumers saying that while it is easy to book appointments, it can be difficult confirm scheduling changes or reach representatives on the phone.
Oisin Hanrahan, founder of Handybook, says the company is able to accommodate most scheduling changes with at least 24 hours advance notice. But with the company handling thousands of jobs a day around eight major U.S. cities, including New York, Boston, Chicago, Miami, Philadelphia and San Francisco, mistakes can happen. Hartong says consumers should take the same precautions with the Web-based companies that they would with any cleaning service, asking questions about their vetting process, training and insurance policies.
10. “It isn’t easy being green.”
Ibarra, who owns a property maintenance company with her husband near Fort Lauderdale, Fla., made the switch to only organic cleaning products after her son was born last year. But her housekeeper struggled to adjust, sometimes not diluting the soap enough when she mopped her wooden floors. Other times she used too much water, messing up the floor boards. Ibarra found herself having to constantly redo the job, and five months ago decided to stop using the cleaning service. “In general, most maids seem clueless when it comes to organic,” she says.
Indeed, a 2010 survey done by Ipsos for Procter & Gamble of 428 professionals who make cleaning-related decisions found that less than a quarter of them had guidelines in place to help their businesses to become more sustainable and environmentally responsible. While many professional housecleaners are willing to use organic cleaning products provided by homeowners, many aren’t trained to properly use some of those products, says Hartong. But some companies are responding to increased consumer demand by adding more green products and training workers on the best ways to treat exotic home surfaces, he adds. And many cleaning companies are taking steps to be more environmentally friendly by recycling, carpooling and even introducing their own lines of “green” cleaning products.
View more information: https://www.marketwatch.com/story/10-things-your-housekeeper-wont-tell-you-2013-10-04