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209-910-3627

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Fully Insured
Contact Us 209-910-3627
7 days 8:00am to 10:00pm

Serrano's Faqs
Recently asked questions

Additonal questions unanswered:

  • What type of services do you offer?
  1. Residential Services
    a. General house cleaning
    b. Window cleaning
    c. Cleaning blinds/shutters
    d. Carpet shampoo
    e. Trash removal
    f. Waxing & Stripping
    g. On going services

  2. Commercial Services
    a. Janitoral services
    b. Window cleaning
    c. Cleaning blinds/shutters
    d. Carpet shampoo
    e. Waxing & Stripping
    f. On going services

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  • Can I get a free quote for all of the services you offer on your online website?
The services we offer are not all available to be booked online, some of our services for example Window Cleaning are not offered online. You must call Serranos cleaning services to get a free estimate.

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  • Do you offer on site free quotes?
Some of our services depending on the location of the service property, are avilable to get a on site free quote. Sometimes we charge an additonal fee to give a free quote on site, due to the location of the property. If the client is only looking for a couple of tasks within there services, we are not able to send the crew to give you an estimate in person. You will be provided an estimate by phone.

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  • Where are you located at?
We are currently Located in Stockton California.

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  • Do you have pictures or videos of your work?
Yes, on our website and our social media like Facebook, Instagram, Tumblr, Yelp, Angies List etc.. we post pictures and videos of our services.

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  • Do you have any reviews of your current or past clients?
Yes we do, we have yelp and angies list reviews you can check out.

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  • How long have you been in business?
Since 2000

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  • What is a Flat rate package estimate?

A Flat rate package estimate, is a estimate given to the client online or by phone. Where it includes all bedrooms, bathrooms, living rooms, family rooms, and the kitchen (including the oven, refrigerator and microwave) to the total cost amount. At this moment we should have a book online Flat rate package form, where it will ask you how many bedrooms and bathrooms you have within your home. Once including that information, it should inform you the cost amount for that package.

The client can not insert the wrong amount of bedrooms and bathrooms their home has. For example, if the home has 5 bedrooms with 3 bathrooms, but the client picked the option of 4 bedrooms with 2 bathrooms. Then the package will be denied to the client. The only task that is not included to the package is windows/blinds. They are extra services, and to get an estimate on windows/blinds, you must call us to get a quote.

Best recommended due to this type of situation is by getting the Customized Flat rate.

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  • What is a Customized Flat rate estimate?

A Customized Flat rate estimate is a estimate given to the client online or by phone. Where the client decides what areas to include. It is not available online, you can only get a Customized Flat rate estimate by calling us or if available setting up an appointment.

If the client has 5 bedrooms and 3 bathrooms, but only wants to include 1 bedroom, and 3 bathrooms with the kitchen no oven/refrigerator, then the Customized Flat rate estimate if for you.

If you would like to include all areas of your home then it is best recommended to get the Flat rate package.

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  • What is a Hourly service?

The Hourly service is a down step and an upgrade from the Flat rate. The Hourly service is able to offer you to choose what you would like with no additonal charges (aka. windows/blinds/carpet shampoo/outside work can not be included to the Hourly service). For example, the Hourly service can offer you the flexibility to get basic or deep cleaning to the tasks you ask the team to clean. You may ask the team to do; bedrooms, bathrooms, kitchen, oven, refrigerator, microwave, and you can ask for organization to your closets or cabinets inside your kitchen. That would be the upgrade to the Hourly service, which is why its very flexible to your needs.

The down side about the Hourly service is that since its by hour and not by task. We do not gurantee all tasks and areas you choose will be fully completed, we also will not be able to send the crew back if you file a complaint about an Hourly service. Why? Because we didn't charge you to complete the areas and tasks you decided to have, we only charged you for the time you decided to have.

When getting the Hourly service, you decide on the amount of time it is needed to complete the tasks. Within the hourly service our minium to book is 3 hours of cleaning. We highly recommend to book for 4 to 6 hours of cleaning depending on the size of the home (if you are getting a estimate with two team members only), if your looking for a deep full house cleaning.

If you choose to get for example 5 hours of cleaning with two team members, but they only complete 3 hours of cleaning on the day of the cleaning. Then we will only charge you the 3 hours, but if the client gets 3 hours of cleaning but on the day of the cleaning wants to add one or two more hours of cleaning. Your request will be denied due to other clients after you.

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  • What is the difference between a Flat rate package estimate, Customized Flat rate estimate, and the Hourly service?

The Flat rate service (aka Flat rate package estimate/Customized Flat rate estimate), is a service where we give you a price to complete the areas of your home. The price includes for the crew to complete the areas, and once the areas are completed. The team will wait for the client to check the property, once the property is checked and everything looks good, the client will then pay the team if they haven't already. The best thing about the Flat rate service is that if the client was not able to be there on the day of the cleaning, they will have a maximum of 24 hours to be able to file a complaint. If the client files the complaint within 24 hours after the services have been completed. The team will be assigned to return to complete the areas which where missed on the day of the cleaning.

The Hourly service, is service where you decide on the amount of time you want the team to stay. The cost amount won't change unless you include windows/blinds or if you added extra hours to your total amount. We do not return to the property, if areas were not completed on the day of the cleaning. The price is cheaper because its not giving you the safty net like how the Flat rate is set up. Highly recommeded to look into Flat rate estimates if your looking for a price to fit your needs and not your budget or flexibility to your needs.

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  • What would be my best recommendation to complete my needs in my property?
Flat rate estimates (Flat rate package / Customized Flat rate)

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  • Do I need to be on site, on the day of the cleaning?

Flat rate:

  1. No.
    a. but if the client is not going to be present on the day of the cleaning. S/he will need to confirm their appointment with a $35.00 deposit plus send a Card authorization form (CAF) to complete full payment on the day of the cleaning.

Hourly service:

  1. No, but it is HIGHLY recommended to be there on the day of the cleaning. The time is very valuable within your Hourly service. Again we HIGHLY recommend for you or a representative who is aware of what your needs are to be there on the day of the cleaning.
    a. but if the client is not going to be present on the day of the cleaning. S/he will need to confirm their appointment with a $35.00 deposit plus send a Card authorization form (CAF) to complete full payment on the day of the cleaning.

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  • Do I need to put away my pets, before arrival time?
Yes, make sure to put all your pets away during the visit of the team.

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  • What forms of payments do you offer?
  1. Online payments (sometimes the online payment section might be offline).
  2. Send a card authorization form (caf), and send it back to complete payment on the day of the cleaning.
  3. Check (we don't accept mailed checks from client who do not have a contract agreement with us)
  4. Cash

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  • How can I submit a complaint or feedback from my services?

You can submit a complaint or feedback by sending it to Serranoscleaning@gmail.com

Make sure to contact us by phone or emailing us your complaint/feedback, if your are/not getting the services you should be having within your Flat rate service or Recurring services. If you are filing a complaint or good/bad feedback to a team member when getting an Hourly service, they will be given a notice and a down/up grade of points to the team of the month. Even if you are not able to get your team to come back or are wanting to send positive comments to your hourly team, there will be action to be set when sending any type of complaints or good/bad feedbacks.

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  • Do you accept refunds for any of your services?
No, we do not accept refunds to labor services. Unless the client pre-paid services and decided to cancel with a 24 hour notice.

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  • The team assigned to my home, didn't complete my needs. What should I do?

If you the client had a Flat rate service, please contact us at 209-910-3627 within 24 hours after the services have been completed to file a complaint. With a Flat rate service, the crew will be able to return to your property with no additional charges.

If you the client had an Hourly service, we will not be able to return to the property. But we so highly recommend to send feedback and pictures of the service provided to you. The feedback will be noted to the crew members as bad service and they will have a deduction of points. This helps us teach our crew where they need help and how they should do better next time.

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  • How do I set up a recurring service for house cleaning?

To set up a recurring service for house clenaing, you have to call 209-910-3627 to get an estimate and if you approve of the estimate you will then be given a set time and day the team will come (weekly, biweekly or monthly). Prices could change after 2/4 visits if the condition of the home cause the crew to take longer time or use more supplies than perdicted.

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  • How do I set up a recurring service for commercial services?
To set up a recurring service for commercial services, you have to call 209-910-3627 or email Serranoscleaning@gmail.com to set up an appointment to come see the propertys condition.

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  • How do I set up a recurring service for carpet shampoo?
To set up a recurring service for carpet shampoo, you will have to call 209-910-3627 or email Serranoscleaning@gmail.com

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  • How do I set up a recurring service for waxing & stripping?
To set up a recurring service for waxing & stripping, you will have to call 209-910-3627 or email Serranoscleaning@gmail.com

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  • Do you require a contract to set up recurring services?
You are only required to set up a contract if your asking for Commercial services. If you are wanting to set up recurring services for your home, you are not required to sign a contract.

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  • How much do you charge for a recurring service?
Usually the price for basic recurring services start from $75 - $180 per visit (depending on the size of the home and if the client decided to include extra services.)

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  • When you come to give a quote in person, is the price going to stay or will it change?

Prices given to the client on site, will not change unless the client set their appointment a month after the appointment date, or if they call after a month to set up their appointment. The condition of the home might not be the same as the condition seen 30 days before. Best recommended to set an estimate appointment one or two weeks ahead.

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  • How many people will be coming to my property?

Depends on the type of service. If the client has chosen Hourly services, usually the client only gets two team members unless they pay extra for another team member to be added within their service. If the client has chosen a Flat rate service, there will always be two team members assigned to the client, and either if home is in a very bad condition/the size of the home is above 2500sqft that could also cause the client to have more than two crew members within their service.

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  • What should I do before the team arrives?

Hourly service: If the client has chosen the Hourly service, the client is recommended to make a list of the tasks they would like the crew to start first, and the least main concerns at the very bottom.

Flat rate service: If the client has chosen the Flat rate, please pick up any laundry you might have within your *unless you have booked to include folding or hanging laundry within your service*.

Carpet shampoo: Pick up any coins, or metal items off the floor. Make sure to vacuum the flooring before arrival time. Move any furniture from the area you decided to have shampooed before the crew members arrival time. If the client decided to move it while the crew has arrived, your appointment could be canceled or reschedualed with an extra charge to the total amount.

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  • What time would my one time/recurring cleaning team arrive?

You should have been given that information by phone, or email on your arrival time. Usually if the crew is expected to arrive at 9 (for example) then your time arrival should be 9-10am. Sometimes depending on the day of the service, the crew might arrive a little after your set arrival time. Whch is why your arrival time given to the client is set at 9-10am (arrival time).

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  • Will I need to supply the cleaning supplies and the equipment?

No, you are not required to supply the supplies or the equipment (unless you would like the crew to use certain supplies or equipment within your home). We provide all the supplies and equipment for the service. If the client would like to supply their supplies and equipment, they will be fully responsible in teaching and giving a document with instructions on how to use the supplies given. We do not take responsibility for the supplies given to the crew under the supervision of the client.

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  • Can I request team members to remove their shoes when they clean?

No, the crew can not remove their foot ware. For the safty of the crew, we do not allow this request.

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  • How do I Pay for a Residential Cleaning Service?

You may complete your payment by an automatic charge, online payment, or leaving a check or cash on the day of the service.

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  • What if I need to reschedule or cancel an appointment?

The client must give at least 1 day in advance a notice by email, text, or phone call. If the client doesn't give a notice in advance there is an extra charge of $35.00 to cancel their appointment on the day of the cleaning.

Note: that if you cancel your appointment depending on how many cancelation you have had you might have additonal fee's to your service. This all depends on your type of service for example if you have an hourly/flat rate and; if you have a weekly, biweekly, or monthly service.

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  • What if my routine cleaning falls on a holiday?

You will be contacted if in case your appontment falls on a holiday, to set an appointment in regards to reschedualing it to a different time and day.

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  • How can I save if I pay for the first 3 days of each month?

Clients in residental and commercial services are sometimes offered a discount, not all clients are able to get a discount special to their services. We offer depending on your type of service a 3%, 5%, and a 7% off.

When clients are offered these discounts the client will need to complete full payment of the months service on the first 3 days of the service month. Which means if you have for example 2 visits in a month the payment must be recieved on the first 3 days of the service month.

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  • What's the difference between basic & deep cleaning?

Basic is discribed as a quick wipe down, not looking for the detials of the areas being cleaned. Usually asked by clients who have had recent contruction and are looking for a wipe down due to the amount of dust within their home. Basic cleaning is a cleaning that would not include refrigerator, oven, not even wipe down the ceiling fans but just simple dust down. You also would not be wanting the windows or blinds.

Deep cleaning is discribed as wanting a rough cleaning to the areas of the home. Looking and taking your time to make sure all details were not over looked. When people pick deep cleaning, they usually want all bedrooms, bathrooms, living/family/dining rooms, kitchen, oven, refrigerator, windows and blinds, plus carpet shampoo.

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  • Can I prepay for service in advance, if so , is there a discount?

For recurring residental services, you might be able to get a discount, but not all clients are accepted within the discount. It depends on your location, set cost amount already set within each of your appointments; (the person who gave you the estimated cost for your recurring payment might have already given you a discount or the minium we could go for without you even knowing about it) which could cause for you not to be able to get this recurring discount.

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  • Do you accept Credit/Debit Cards?

We accept only credit cards, please call 209-910-3627 and check if this information is still valid.

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  • If my answer wasn't answered on the FAQ page, where can I get my questions answered?
Please email us at Serranoscleaning@gmail.com OR call us at 209-910-3627 to get more information directly.

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Serranos
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Why Serrano's

  • We are the best in your area.
  • We are local Business
  • We are Full Insured
  • We are Licensed
  • We are not a Franchisse

 

Residential Services
  • House cleaning ( weekly, Biweekly,Monthy, One time, Movein and out's, One time clean, Special clean for family or friends)
  1. Windows ( in and outside )( outside only the first floor)
  2. Blinds
  3. Carpet ( shampoo or extraction )
  4. Move In or Out deep cleaning Include ( home .office or business)
  5. One Time Clean ( any time)
  6. Before and After party or event
COMERCIAL SERVICES:
  • Office Cleaning ( daily, 2 x week, 3 x week, once a week, biweekly, monthly, one time deep cleaning)
  • Floor care wax ,strip, buff.
  • Carpet Cleaning ( shampoo and extracction )
  • Windows Cleaning (Outside only the first floor)
Our Vision: To perform for our customers the highest level of quality cleaning services at fair prices according to the condion of each property Contact Us

English: 209.910.3627
Se habla espanol
P.O Box 66060 Stockton, Ca, 95206.
Email: serranoscleaning@gmail.com