Our Process
We're beside you every step of the way, from the moment you reach out to us to book your estimate, to our final check-in after your service is complete.
At Prime Shine, we love what we do and we want you to love what we do, too! We've taken the time to develop a service delivery model centred around the needs of our customers. From a one-time window or gutter cleaning, to complete exterior home cleaning programs with moss removal and soffit cleaning, we've got your exterior property maintenance needs covered!
1. Get in Touch
The fastest way to reach us is to email us at info@primeshine.ca, or by filling out our "Request a Free Estimate" form. You can also call us or text us at 250-710-5366. To book a service, we always require an on-site estimate. We will need to know your name, email, service address, and phone number as well as the services you are interested in. We will connect with you by email, text, or phone (whichever you prefer) to answer any questions and schedule your estimate.
2. On-site Estimate
We will set up a time that is convenient for you, and send out one of our friendly technicians to your property to take a look at what you would like us to clean. You are not required to be home during this visit, but please ensure that your fur babies are away from the areas that you would like serviced - we know how unsettling this can be for them. If you are home during the visit and would like to talk with our technician about any concerns or questions, you are welcome to do so. Please be aware that for the protection of our staff and our customers, we require the use of masks and ask that you follow physical distancing requirements. If you are not comfortable with these requirements, or unable to comply for medical reasons, please let us know and we will make arrangements to safely meet your needs. Once your on-site evaluation is complete, we will email you your estimate and provide you with options for scheduling your service, should you wish to move forward.
3. Schedule your Service
If you are happy with the estimate and wish to move forward, please reach out to schedule your service. We will provide you with our availability and work with you to find a time that is most convenient for you. Due to the nature of our work, services can sometimes take longer than expected. To accommodate this, we provide our clients with a three-hour window of arrival. For example, if you request a Wednesday late afternoon service, your technician may be scheduled to arrive between 2 pm and 5pm. Occasionally (particularly in the late fall to early spring season), unsafe weather conditions will require us to reschedule your service for the protection of our service technicians. If this happens, your service will be rebooked as soon as conditions are safe, and prioritized over new bookings.
Before your appointment, you will receive a confirmation email as well as a checklist of anything that we need you to do in preparation for your service and a photo of the technician that will be showing up at your home.
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4. Service Delivery
Our friendly, trained, and insured technician will provide your requested services with careful consideration and attention. You are not required to be home during your service and our technician will leave a notice on your door indicating his or her time of arrival and time of completion. Our technician will reach out to you directly by phone, text, or email if there are any issues or concerns that come up during your service.
5. Invoicing and Check-in
After your service is complete, our customer care team will reach out to you to make sure you are happy with the service you received. All of our services are backed by our Re-Clean Guarantee. If you are not satisfied, just let us know within 24 hours and we will make it right.
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You will be emailed an invoice. We use quick books, and so if you don't receive an invoice within 2 days, please check your spam folder! We accept e-mail transfers, cheques, and all major credit cards. Payment is due upon delivery unless you are set up on one of our residential or commercial maintenance programs.