Service Call Charges: What’s Included and What’s Not

When it comes to maintaining a clean and safe environment, service calls play a crucial role in addressing unexpected situations and routine upkeep. But not all calls are treated the same—some are covered under standard contracts, while others may require additional resources, specialized equipment, or extra chemicals. Let’s break down the details.

Emergencies

Emergencies, such as floods or severe water damage, are typically included in service contracts. These urgent situations require swift action to prevent further damage and restore the affected area. While the service itself is covered, the use of additional chemicals may incur a minor fee.

Lets say you came in one morning and your office toilet had sprung a leak and the water covered the bathroom floor and was starting to get to the hallway carpet. This is an emergency. Since the water, leaking from the toilet tank, is not sewage water, this would be included. It doesn’t usually need specialized chemicals to clean up.

If your office hot water tank blew a pipe and the water went throughout the majority of your office, this requires extensive time, equipment, and perhaps a small cleaning crew. Likely it would require other services as well, like plumbers and drywallers. This clean up would need to be discussed with your cleaners as to what can be done from their side.

Non-Emergency Situations: Included in Contracts

Routine maintenance and small-scale incidents, like addressing an accidental spill or a drain back-up, are considered non-emergency service calls. These situations are generally covered under standard contracts too, ensuring that regular upkeep stays hassle-free and cost-effective.

An example would be if your soap dispenser broke and the remaining soap made a mess in the bathroom: not an emergency and no specialized equipment needed. But you and your office staff are busy people and this is not something you are prepared to take care of. This would be included.

Special Cases: Extra Charges Apply

Drywall and insulation dust can also cause problems, severely damaging a vacuum engine. Even wiping up drywall dust can cause its own headaches. We can compare it to cleaning chalk from a classic schoolhouse chalkboard. The moisture sets the chalk into the surface, leaving a ‘shadow’ of the writing and horrible streaks and a powdery build-up you can’t see while the surface is wet. Drywall dust behaves similarly. It can hide in places that your regular cleaner would not normally clean: On the tops of bookshelves, your mini-split, etc. Better to schedule a full deep-clean that would include the appropriate tools, vacuums and time to get your whole office cleaned up in one weekend.

Some smaller odd jobs require specialized equipment, or extended time as well. Your upholstered waiting area furniture needs a refresh for the year. That Mud-Hog rug, designed to soak up mud and water, needs a good cleaning. The employee office chair are showing wear marks. Pricing for these would likely depend on the size of the job, but may qualify for a flat fee.

Best Practices for Successful Service Calls

Making sure service calls are handled efficiently isn’t just about scheduling—it’s about preparation. When customers provide details such as:

• The extent of the mess and the cause
• Any specific concerns, such as odors or stains
• Whether specialized cleaning is required (e.g., biological waste cleanup)

These details help us to make sure cleaners arrive fully equipped and ready to tackle the task without delays or complications. This ensures better results, faster service, and a more cost-effective approach to maintaining a clean space.

Here at High Gloss Building Cleaning our team strives to care for all service calls promptly. Whether addressing emergencies or routine cleaning needs, our goal is to provide top-tier service while maintaining transparency about what’s included and what’s invoiced.