Hiring a janitorial service is an important decision that directly impacts your facility’s cleanliness, employee health, and business reputation. Unfortunately, not all cleaning companies deliver on their promises. Recognising the red flags when hiring a janitorial service can save you from costly mistakes, security risks, and the frustration of dealing with unreliable contractors.

This guide identifies the 10 most critical warning signs to watch for when evaluating cleaning companies, plus the green flags that indicate a trustworthy provider.

Why Choosing the Right Janitorial Service Matters

A poor choice in janitorial services can result in:

• Inconsistent cleaning quality: Dirty facilities that harm employee morale and client impressions
• Security breaches: Unbonded, unvetted workers with after-hours access to your facility
• Liability exposure: Injuries or damage without proper insurance coverage
• Hidden costs: Unexpected charges, contract disputes, or the need to hire replacement services
• Health risks: Improper cleaning methods that fail to eliminate pathogens
• Property damage: Wrong products used on surfaces, causing permanent harm

Taking time to identify warning signs during the evaluation process protects your business from these outcomes.

Red Flag 1: No Proof of Insurance

Why This Matters

Proper insurance protects your business from liability if a cleaning worker is injured on your property or causes damage. In Canada, commercial cleaning companies should carry:

• Commercial General Liability (CGL): Minimum $2 million coverage
• WSIB coverage: Workplace Safety and Insurance Board coverage for employee injuries
• Property damage coverage: Protection against accidental damage to your facility
• Bonding: Protection against employee theft or dishonesty

Warning Signs

• Reluctance to provide insurance certificates
• Expired or soon-to-expire policies
• Coverage amounts that seem inadequate for your facility size
• No WSIB clearance certificate
• “We’re covered under our umbrella policy” without specifics

What to Do

Request current Certificates of Insurance (COI) and verify them directly with the insurance company. Ask for updated certificates annually and set calendar reminders to request renewals before expiration.

Red Flag 2: Vague or Verbal-Only Contracts

Why This Matters

A detailed written contract protects both parties by clearly defining expectations, responsibilities, and recourse if problems arise. Professional janitorial companies use comprehensive service agreements.

Warning Signs

• Handshake agreements or “we’ll figure it out as we go”
• One-page contracts that lack detail
• No specific list of services to be performed
• Unclear pricing structure or hidden fees
• No defined frequency or schedule
• Missing cancellation or termination clauses
• No quality guarantees or remediation process

What a Good Contract Should Include

• Detailed scope of work with specific tasks
• Cleaning frequency and schedule
• Pricing breakdown and payment terms
• Duration and renewal terms
• Cancellation policy (typically 30 days notice)
• Quality standards and inspection procedures
• Insurance requirements
• Confidentiality and security provisions
• Dispute resolution process

Red Flag 3: Unrealistically Low Prices

Why This Matters

Quality janitorial services have real costs: fair wages, proper equipment, quality supplies, insurance, and administrative overhead. Companies offering prices significantly below market rates often cut corners in ways that affect you.

Warning Signs

• Quotes 30-50% below other bidders
• “Special deals” that seem too good to be true
• Pressure to sign quickly before the “discount expires”
• Inability to explain how they achieve lower prices
• No itemised breakdown of services included

How Low Prices Often Translate

• Underpaid workers: Leading to high turnover and low motivation
• Cutting corners: Rushing through tasks, skipping areas
• Cheap supplies: Using inferior products that clean poorly
• Minimal training: Workers who don’t know proper techniques
• No insurance: Leaving you exposed to liability
• Bait and switch: Adding fees after the contract starts

What to Expect

In Canada, reasonable janitorial services typically cost:

• Per square foot: $0.05-$0.25 monthly
• Small offices: $400-$1,000 monthly
• Medium offices: $1,000-$2,500 monthly
• Large facilities: $2,500-$5,000+ monthly

Red Flag 4: No Background Checks on Employees

Why This Matters

Janitorial staff have after-hours access to your facility, including sensitive areas, valuable equipment, and confidential information. Without proper vetting, you’re inviting strangers with unknown backgrounds into your workplace.

Warning Signs

• “We trust our employees” without formal screening
• Unable to describe their hiring process
• No criminal background checks
• No verification of work eligibility
• Using temporary or day-labour workers
• Refusing to identify which workers will be assigned to your site

What Professional Companies Do

• Criminal background checks on all employees
• Reference verification from previous employers
• Work eligibility verification
• Drug screening (for certain industries)
• Ongoing monitoring for criminal activity
• Bonding for additional theft protection

Red Flag 5: Poor Communication and Responsiveness

Why This Matters

How a company communicates during the sales process reflects how they’ll communicate as your service provider. Slow responses, missed appointments, and unclear answers signal future frustration.

Warning Signs

• Takes days to return phone calls or emails
• Misses or reschedules appointments repeatedly
• Can’t clearly explain their services or pricing
• Pushy or aggressive sales tactics
• Dismissive of your questions or concerns
• No dedicated account manager or point of contact
• Difficult to reach after hours for emergencies

What to Expect

Professional janitorial companies should:

• Respond to inquiries within 24 business hours
• Arrive on time for scheduled meetings
• Provide clear, complete answers to questions
• Assign a dedicated contact person
• Offer emergency contact options
• Follow up proactively after service begins

Red Flag 6: No References or Verifiable Reviews

Why This Matters

Reputable cleaning companies have satisfied clients willing to speak on their behalf. A company with no references or all negative reviews likely has service quality issues.

Warning Signs

• Unable or unwilling to provide references
• References that don’t match claimed experience
• No online presence or reviews
• Predominantly negative reviews
• Reviews that seem fake or purchased
• No experience with facilities similar to yours

How to Verify

• Request 3-5 references from current clients
• Ask for references from facilities similar to yours (size, industry)
• Actually call references—don’t just accept names
• Check Google Reviews, Better Business Bureau, and industry associations
• Look for reviews mentioning specific experiences, not just ratings
• Ask references: “Would you hire them again?”

Red Flag 7: Unwillingness to Provide a Site Walkthrough

Why This Matters

A professional cleaning company needs to see your facility to provide an accurate quote and appropriate service plan. Companies that quote without walking through are guessing—and will likely either overcharge or underdeliver.

Warning Signs

• Providing quotes over the phone or email without visiting
• Rushing through the walkthrough without taking notes
• Not asking questions about your needs and concerns
• Sending a salesperson rather than an operations manager
• Focusing only on price, not on service quality

What a Proper Walkthrough Includes

• Thorough inspection of all areas to be cleaned
• Questions about your current cleaning challenges
• Assessment of flooring types, fixtures, and special requirements
• Discussion of schedule preferences and access logistics
• Identification of high-traffic and problem areas
• Understanding of any industry-specific requirements

Red Flag 8: No Written Quality Standards or Checklists

Why This Matters

Without documented standards, cleaning quality depends on individual workers’ interpretations. Checklists ensure consistency across shifts and provide accountability when issues arise.

Warning Signs

• No standard cleaning procedures documented
• Unable to describe quality control processes
• No inspection or audit program
• No method for tracking completed tasks
• “We just clean everything” without specifics
• No supervisor oversight of cleaning staff

What Professional Companies Provide

• Detailed task lists for each cleaning visit
• Documented cleaning procedures for each task
• Regular supervisor inspections
• Client sign-off or verification system
• Quality audit program
• Corrective action process for identified issues

Red Flag 9: High Staff Turnover

Why This Matters

Constant staff changes mean constantly new people learning your facility, inconsistent cleaning quality, and ongoing security concerns. High turnover often indicates poor management, low pay, or difficult working conditions.

Warning Signs

• Different cleaners every visit
• Inability to guarantee consistent staffing
• Cleaners unfamiliar with your facility’s specifics
• High percentage of new or temporary workers
• Reluctance to discuss staff retention rates

Questions to Ask

• “What is your annual staff turnover rate?”
• “How long has your average employee been with you?”
• “Will the same team be assigned to our facility?”
• “How do you handle staff absences?”
• “What do you do to retain good employees?”

Acceptable Answers

Good janitorial companies typically have:

• Annual turnover under 30% (industry average is 50-75%)
• Consistent teams assigned to each client
• Trained backup staff for absences
• Above-minimum-wage compensation
• Benefits or incentive programs

Red Flag 10: Lack of Proper Training and Certification

Why This Matters

Effective cleaning requires knowledge of proper techniques, chemical safety, and equipment operation. Untrained workers can damage surfaces, create health hazards, and fail to properly disinfect spaces.

Warning Signs

• No formal training program for employees
• Unable to describe training procedures
• No WHMIS certification for chemical handling
• Unfamiliarity with Health Canada disinfection standards
• No equipment-specific training
• No ongoing education or skill development

Canadian Training Requirements

Professional janitorial staff in Canada should have:

• WHMIS 2015 certification: Mandatory for handling cleaning chemicals
• Health and safety training: Slip/fall prevention, lifting techniques, PPE use
• Chemical handling training: Proper dilution, application, and storage
• Equipment training: Safe operation of vacuums, floor machines, extractors
• Industry-specific training: Healthcare, food service, or other regulated environments

Green Flags: Signs of a Reliable Janitorial Service

While watching for red flags, also look for positive indicators that suggest a trustworthy provider:

Professional Operations

• Detailed, written proposals and contracts
• Current insurance certificates readily available
• Proper business registration and licensing
• Established presence in the community
• Membership in industry associations (ISSA, BSCAI)

Quality Focus

• Documented quality control procedures
• Regular supervisor inspections
• Client satisfaction surveys
• Willingness to customize services to your needs
• Guarantee of service quality

Professionalism

• Uniformed staff with identification
• Prompt and professional communication
• Detailed attention during site walkthrough
• Transparent pricing with no hidden fees
• Positive online reviews and willing references

Employee Investment

• Comprehensive training programs
• Low turnover rates
• Background checks on all staff
• Fair wages and benefits
• Career advancement opportunities

Due Diligence Checklist

Before signing with any janitorial service, verify:

Documentation

• [ ] Current Certificate of Insurance (CGL, minimum $2M)
• [ ] WSIB clearance certificate
• [ ] Bonding documentation
• [ ] Business license and registration
• [ ] Detailed service contract

References

• [ ] Contacted at least 3 current client references
• [ ] Verified references are from similar facilities
• [ ] Checked online reviews (Google, BBB)
• [ ] Confirmed industry association memberships

Operations

• [ ] Completed thorough site walkthrough
• [ ] Received detailed written proposal
• [ ] Understood scope of services included
• [ ] Confirmed pricing structure and payment terms
• [ ] Reviewed quality control procedures

Staff

• [ ] Confirmed background check policy
• [ ] Discussed training programs
• [ ] Asked about staff turnover rates
• [ ] Clarified who will be assigned to your facility
• [ ] Understood supervision structure

Contract Terms

• [ ] Reviewed cancellation policy
• [ ] Understood price increase provisions
• [ ] Clarified quality guarantee terms
• [ ] Confirmed emergency contact procedures
• [ ] Agreed on issue resolution process

Frequently Asked Questions

How do I verify a janitorial company’s insurance?

Request a Certificate of Insurance (COI) naming your company as the certificate holder. Contact the insurance company directly to verify the policy is active and coverage amounts are accurate. Set reminders to request updated certificates annually.

What should I do if I see red flags after hiring?

Document specific issues with dates and examples. Communicate concerns in writing to the company. Request a meeting to discuss corrective actions. If problems persist, review your contract’s termination clause and begin evaluating replacement services.

Is the cheapest janitorial service always a bad choice?

Not necessarily, but pricing significantly below market rates should prompt extra scrutiny. Ask how they achieve lower prices. Legitimate reasons include efficient operations or newer companies building clientele. Concerning reasons include cutting corners on insurance, training, or wages.

How many references should I check?

Contact at least 3 current clients, preferably from facilities similar to yours in size and industry. Ask specific questions about reliability, quality, communication, and whether they would hire the company again.

What’s the most important thing to look for in a janitorial service?

Insurance and liability coverage. Without proper insurance, you’re exposed to significant financial risk if workers are injured on your property or cause damage. All other factors matter, but insurance is non-negotiable.

Should I always get multiple quotes?

Yes, obtaining 3-5 quotes helps you understand market rates and compare service offerings. However, don’t choose solely on price—evaluate the total value including service quality, reliability, and risk management.

Conclusion

Recognising red flags when hiring a janitorial service protects your business from unreliable contractors, security risks, and liability exposure. By conducting thorough due diligence—verifying insurance, checking references, evaluating communication, and reviewing contracts—you increase your chances of finding a trustworthy partner who will maintain your facility to high standards.

Take time during the evaluation process. A hasty decision to save time or money often costs more in the long run when you’re dealing with poor service, security incidents, or the hassle of switching providers.

Looking for a reliable janitorial service in Canada? Contact GoodCleaner today for a free consultation and transparent quote!