Questions about Safety and Security
What insurance do you carry?
To protect our Customers and our company, we carry General Liability (including coverage similar to a bond) and Workers Compensation. Our liability insurance covers accidental breakage and stolen property. Workers' compensation covers our Associates should they get injured while on the job. Why don't you have a bone? Bonds are not as useful as many think. They are inexpensive coverage for severe theft and require a actual conviction to provide coverage.
How do you assure me and my family's safety?
While we can't assure anyone's safety, including our own, we do take more preventative steps than most anyone. We start with in-person interviews where we carefully screen out individuals who don't meet our exacting requirements. For those candidates with whom we have interest, we put them through an intensive (and costly) screening process. The very first step in our hiring process is to use a very powerful and extremely accurate Orion Opinion Survey from The Steering Group. The Orion Opinion Survey provides accurate, valid and illuminating insight, free from adverse impact. It examines job-related attitudes of our applicants bring with them to the work environment including attitudes toward work, supervision, drug use, theft, customer service and safety. Then we perform extensive background screening with Intellicorp (www.intellicorp.net), a premier employment background checking service. The screening starts with an identity verification check that searches over 600 million records on an individual's reported social security number and provides the ability to verify and validate who may be using a specific social security number. This is the same information used by banks, lenders and credit companies nationwide. Once the candidate's identity is confirmed, we conduct a nationwide criminal search (covering arrest records, court records, inmate records, and sex offender registries). This is followed with a comprehensive Texas criminal check - which provides more timely information than the national search. We also perform a check of the candidate's Texas driving record and we look at their credit history. Having passed all of this, the candidate is then subjected to initial and subsequent random drug testing. We use Accutox, Inc. for all our drug testing and we use the more expensive 12 panel screen. Last, but not least, we fingerprint all Associates and maintain these records for at least 5 years after an Associate leaves us. We obviously believe an ounce of prevention is worth a lot!
In addition to the screening, all Associates are supervised while in a Customer's home. We do not use any subcontractors for residential cleaning services. Through our dispatching software we track the movements of our teams - so we know exactly where they are at any time. Finally, we work as teams which not only helps to assure your safety, but theirs as well!
How do you keep my key safe and sound?
Most of our Customers are working during the day, which is exactly when we like to clean your home - so we don't bother you when you are at home spending some of that precious time for yourself or family. As a result, most Customers provide us with a key to their homes. To ensure the security of your keys, we do not mark them with your name, but rather a secure code number. Your key is stored in a locked key safe at our office, which has a 24-hour security monitoring system including video cameras. We take your key out of the key safe only on your cleaning day. It is put on a locked key chain and carried by the Team Leader. Should the key be lost, there is no way to trace it back to your home. Should our office be broken into, in addition to getting through our office security system, they would have to be able to quickly hack a system with two levels of separate password protection (where we store our Customer information data).
What products do you use and are they safe?
All of the chemicals we use are safe for you, your children and your animals! In 2015, we moved to a new class of cleaning chemicals from Procter and Gamble Professional which provide hospital grade disinfecting properties. In addition to being very environmentally friendly, these cleaning chemicals can be injested by people and pets without serious complications. If you ever have any questions about any product we use, simply call us, or ask a Team Member when they are visiting your home. We can provide you with Material Safety Data Sheets on all.
What if you break something in my home?
Since we are all human, an accident can happen. If it ever does, the Team Leader attempts to contact you (if you are not at home) to tell you what happened. If we are unable to contact you, then we will leave a message. For many items, we will gladly replace the item or pay you its fair value. For very expensive items, we turn it over to our insurance company to replace the item. You will not hear a lot of hemming and hawing from Towers Elite Service - it's not in our best interest or yours! One word of caution here - if you have irreplacable items - you should not have us clean them. Also, if you have items in your home that are not properly secured or installed, you must let us know so we know how to handle them. For example...if you hang a picture and frame on your wall with a small push pin please let us know as it will likely fall off the wall even with gentle dusting.