ReviewsFAQs
You probably have a long list of things you look for in a home cleaning service Toronto – and you don’t have the time for “trial and error” shopping. This page is designed to help you choose the right one.
Ethics & Laws
Do you comply with all laws?
Yes. We comply with all local, provincial and federal laws, rules and regulations relating to licensing, marketing ethics, employment practices and workers rights. We also pay our employees through payroll and our company and all employees pay their fair share of taxes. This is becoming less common in the Toronto home cleaning industry and does add cost to our business which we need to pass along to our clients. Usually when a company offers you very low prices, it is the workers, you and the economy who are paying the price.
Do you send employees to my home or independent contractors?
All our employees are offered full time hours and most work full time hours. We do not employ independent operators. All our employees received their pay through a payroll provider and all government deductions (EI and CPP) are made at every pay period. We also pay stat holiday pay and vacation pay.
Are you reliable?
By having full-time employees and careful client scheduling, we are able to offer an amazing track record of on-time, consistent and dependable service throughout the year.
Are your team members trained?
Yes. We take great care and invest over 100 hours of training time into every employee to ensure they are trained on every aspect of our cleaning system. From technical training to their behaviour in your home, our teams are highly trained and consider themselves world-class cleaning professionals.
How do you keep your team motivated?
The company owner and office manager have multiple points of contact with team members and team managers throughout the week. We have a weekly newsletter communication. We have daily communication through calendar notes and updated team briefs. We keep our employees informed at all times and communicate our clients’ high expectations at every turn.
What happens if you damage something in my home?
We acknowledge the damage, inform you as soon as possible and offer solutions for repair or compensation. We build trust in admitting our mistakes (it rarely happens) and are proactive with communication around the mistake.
How can I give you feedback?
You can talk to your team manager, leave a note for the office staff, or you can e-mail management directly at service@luxcleaningtoronto.com and we will take care of you right away. We are ALWAYS open to feedback as it’s the best way to improve our customer service.
Will you communicate with me effectively?
Most home cleaning services Toronto are built for client acquisition, NOT necessarily retention. LUX is built to service you for years and decades. Our communication is detailed, responsive, honest and open and ensures that all of your needs are met in a timely fashion.
What forms of payment do you accept?
We accept Visa, Mastercard and Interac e-mail transfers. Many of our competitors charge cash and pay their employees with cash. This can lower your cost of service significantly. While it may seem like a win-win for you and the company you are hiring it is definitely not for the people who are sent to your home and the Canadian economy or our society as a whole.
Does your company carry insurance and are your employees fully bonded?
Yes to both. LUX carries a $2 million general liability insurance. All of our employees have a current and active social insurance number so are legally allowed to work in your home. LUX also pays WSIB premiums to cover all employees.
Do you provide a receipt?
Yes. When your payment is made, you receive a tax receipt.
Our Cleaning Experts
Are your employees checked out before they are hired?
Yes. They have been checked to make sure they do not have a criminal record, and are currently able to legally work in Canada. Employees are fully trained, supervised and their performance is consistently monitored.
Do you safety train your home cleaning services toronto staff?
Yes. We implement and enforce a Safety Program that teaches our employees to work safely and minimize injuries and accidents – and avoid damage to clients property. LUX is part of the WSIB Excellence Program – which is extremely rare for a home cleaning company. Also, we include 2 or 3 safety reminders in every weekly team update email.
What if I have pets?
Most of our clients have pets in their home. It can be a good idea to show the team where the treats are so when we return, we can offer them a treat before starting the clean if that helps settle your pet. We may ask what we can do if your pet starts chasing and biting the floor attachment to the vacuum cleaner or if there are any other funny pet behaviours that may get in the way of a LUX clean. All of our cleaning teams are screened for being very comfortable with or have their own dogs and cats at the interview stage.
Do you work in teams?
Yes. We have found that 2-3 person teams work best for maintenance cleans and larger teams if you choose a deep and detailed cleaning. With cleaning teams, we don’t “move in” when we clean. We get the job done efficiently and effectively in the minimum amount of time it takes to complete a quality cleaning job. Also, teams don’t get “burnt out” on your home like individual cleaners can. Our teams are supervised, motivated and quality control is ongoing.
Does your staff wear uniforms?
Yes. They wear LUX branded designer T’s, knee pads, aprons and “Crocs” in your home.
How long does it take to clean my home?
Total cleaning times are divided by the number of team members on the team. For example, if your total cleaning time is 6 hours and there is a 3 person team, we will be in your home for 2 hours – and never less.
Do I need to be home during the cleaning?
Our teams adapt to a wide range of lifestyles. Some of our clients are never home, some always home, some work from home.
Will the same team clean my home every time?
If we return to your home every week, 2 weeks or 4 weeks, you will often have the same team manager and team. We have a highly effective team training and management system and combine this with a client briefing system that captures your specific preferences and personal requests. Our clients find a very consistent service even though several teams will visit their home over the course of the year.
Service
How much do you cost?
Just like everything else here at LUX, we are transparent and forthright about the promises we make to our customers – so you always know what to expect. We charge between $60 and $70 per person hour depending on the project and service intervals. As you will likely be well aware, this price is well below any other home service skilled professional you would have come to your home to complete important work.
We take pride in offering exceptional value for your money and much of our total price is based on taking the correct amount of time to match your expectations. In contrast, most cleaning services in Toronto will quote their price based on the shortest amount of time possible to get your business.
See our comparison chart of what other cleaning individuals and types of home cleaning services might charge and the pros and cons of each type of service.
Do you provide in-home assessments and quotations before cleaning?
We start out with a phone call to discover your requirements and provide pricing and team availability. If you are ok with going forward, we schedule a detailed walk-through of your home and provide an itemized proposal for your approval.
How long will the home assessment take?
That’s completely up to you. We can usually do a full assessment and quotation in 20-30 minutes but if you have a lot of questions or would like to get more detailed in your planning, please allow more time.
Do you provide anything in writing?
Yes. Your custom cleaning plan is in writing. It’s our written promise of service to you. All terms and conditions are clearly and simply stated. This provides both of us with a valuable reference tool as we strive to be consistent and reliable.
Do you use a quality control checklist?
Yes. Before we leave your home, our Team Leader goes through every room in your house and ensures that everything has been done properly according to your custom cleaning plan and written team brief.
What days and hours can I have my home cleaned?
Our teams work from Monday to Friday from 8 a.m. to 5 p.m. Saturday cleaning spots are limited – for one time deep cleanings only.
Do you clean condos and apartments?
Yes. LUX ONLY cleans private residences. We offer our maintenance and deep cleaning services to detached, semi-detached and town homes, condos and apartments. Unlike other home cleaning companies toronto, we do not clean Air BnB’s, hoarders homes, offices or warehouses.
How do I prepare for your home cleaning service Toronto?
Before we arrive for our initial deep clean, you may want to take this opportunity to “de-clutter” your home.
For ongoing maintenance cleans, it helps us do a better job if the kid’s toys are picked up, dishes are loaded into the dishwasher, fresh linens are placed on the beds (if you have arranged for our linen changing service), and general clutter is organized before we arrive.
Planet & Pet Friendly
What kind of equipment do you use?
We utilize specialty high end cleaning tools that do not damage your delicate surfaces, keeping them in perfect condition for years.
What kind of cleaning products do you use?
We research what we use carefully and then test them extensively before using them in your home. We choose natural, allergy safe, pet safe, food safe cleaning supplies that keep our team healthy and your home a non-toxic environment. We use special cleaners for high-end surfaces to offer you peace of mind.
What other practices do you employee to ensure an environmentally friendly service?
We use washable high quality microfibre cleaning cloths and high quality tools that last longer. We have reduced our waste to a minimum while performing over 1,500 cleanings per year.
Do your staff wear street shoes in the house?
No. All our staff wear “Crocs” style shoes while cleaning. This ensures no scuff marks are left behind. Since “Crocs” are designed for wet environments, they also provide an important safety tool for our cleaning teams.
Do you bring all your own equipment and supplies?
Yes. For ongoing maintenance cleaning, we bring all brand new cloths, tools, cleaning products which are best-in-class and leave them in your home. That means you don’t have to worry about remembering to buy or leave out any supplies. However, we do use your vacuum system. This ensures nothing is brought into your home from outside your home when we clean.
For one-time cleanings, we bring all high quality tools that are meticulously cleaned and prepared ONLY for your cleaning.
Why do you use my vacuum?
Vacuums that go between houses can result in the spreading of unwanted pests (bed bugs or cockroaches) or bacteria. So for regularly scheduled recurring cleaning clients, we use your vacuum system. We like to use either a canister style vacuum so we can vacuum stairs, curtains, vents, baseboards, cobwebs, under furniture and beds etc. – places where uprights can’t go. If you have a well-maintained central-vac system in your home, we can use that if you prefer.
Will you use a beater bar vacuum on our expensive area rugs?
No. We use a brush floor tool or a suction only tool that picks up all surface dirt but does not deteriorate the fine quality fibres. However, the beater bar powerhead is ideal for deep cleaning most broadloom carpeting.