Most cleaning companies look the same on paper. They all promise reliable, professional service at a fair price. The difference shows up three months in: whether the same people show up, whether anyone checks their work, and whether your call gets returned when something is missed. These questions help you find out before you sign.
1. Insurance and legal basics
A cleaning crew has keys to your building and works unsupervised after hours. Make sure the company carries:
- General liability insurance, in case something is damaged
- Workers' compensation, which California requires for employers with employees. Without it, an injury on your property can become your problem.
- A janitorial bond, which covers theft by employees
Ask for a certificate of insurance naming your company or building as certificate holder. A legitimate company can send one within a day.
California also requires janitorial employers to register with the state Labor Commissioner and to provide harassment prevention training to their workers. It's reasonable to ask whether a company is registered.
2. Who will actually be cleaning?
- Are cleaners employees or subcontractors? Some companies sell the account and hand the work to whoever is available.
- Will the same crew clean your space each visit? Consistency matters. A crew that knows your building does better work and you know who has your keys.
- Are staff background-checked?
- How are new cleaners trained, and how is your specific scope passed on to them?
3. How is quality checked?
Nightly cleaning happens while you're gone, so you need a way to know it's being done. Ask:
- Does a supervisor inspect the work, and how often?
- Do you get anything in writing, such as an inspection report or completed checklist?
- Is there a walkthrough with you after the first few weeks to adjust the scope?
4. What happens when something is missed?
Something will be missed eventually. What matters is the response.
- Who do you contact: a named person, or a general phone line?
- How fast do they respond, and when is the issue fixed?
- Is there a way to leave notes for the crew?
A specific answer, like "you'll have your account manager's cell and we'll fix it on the next visit," is a good sign. A vague one, like "we pride ourselves on customer service," isn't.
5. Security and building access
- How are keys, fobs, and alarm codes stored and tracked?
- What happens to keys if a cleaner leaves the company?
- Will they follow your building's rules for after-hours entry, security check-in, and freight elevators?
- Is there a clear policy on not touching desks, papers, or equipment beyond the agreed scope?
6. The scope and the contract
- Did they walk your space before quoting? A price given over the phone is a guess.
- Is the scope written room by room, with a frequency for each task?
- Are supplies (paper, soap, liners) included or billed separately?
- How long is the contract, and what's the cancellation notice? A company confident in its work usually doesn't need to lock you in for years.
- How are price changes handled if your space or headcount changes?
7. References
Ask for two or three current clients with a building similar to yours, then actually call one. Ask how long they've used the company, whether the crew has stayed consistent, and how problems get handled. Online reviews help too, but a five-minute call with a facility manager tells you more.
How to compare quotes fairly
Put the written scopes side by side before you look at price. Check:
- Are the same rooms and tasks included?
- Are the frequencies the same?
- Are supplies handled the same way?
- Are periodic services like floor care included or extra?
The cheapest quote often has the shortest list. A higher monthly price with a complete scope can cost less than a low quote that bills for every extra.
Red flags: no walkthrough before quoting, no written scope, reluctance to provide a certificate of insurance, long contracts with steep cancellation penalties, and no named contact.