FAQ'S
The Answers You Need
How do I renew services if I am a returning or current customer?
We want to thank you for your repeat business! You can renew your services on our website by requesting monthly billing. Please make a note if you are requesting a change in services or number of hours. We will then send an updated schedule of services to you for your approval. You do not have to sign a new agreement each time you renew.
I want to purchase services. What is my next step?
We appreciate the trust you’re placing in us and we are excited for the improved quality of life you’re about to experience! If you are a new client, you can get started by doing one of the following: Call us at 510.853.5336 Email stephanie@conciergeinnovations.com or click here to complete a contact form and someone will be in touch with you within one business day. We will arrange an in-person or video conference meeting, at the location of your choice, to assess your needs and design a solution that is individualized for you and your family or business.
If you live outside the Bay Area area, we will arrange a phone consultation at a time that works best for you. You will be able to authorize the agreement and fax or email it back to us.
Why would I need a personal concierge?
Life is busy, and time is limited. Free time is hard to come by. A personal concierge can take care of daily, weekly, or monthly tasks such as grocery shopping, picking up and dropping off packages, returning items, dry cleaning, laundry, gift shopping, or numerous other tasks that take up your time.
Perhaps you are going away on vacation or for business. You prefer not to ask family or neighbors to take in your mail, water your plants, and keep an eye on your house. Concierge Innovations will do all of those things, plus re-stock your groceries when you return or prepare you a delicious meal!
If you are a small business owner, we can assist you at the office (or home office) during busy seasons, for large events, or regularly so you are free to take care of the more important details of your business. Stephanie is a certified QuickBooks User and can assist with monthly reconciliations, bill pay, and payroll.
You may even benefit from a personal concierge if you are homebound due to age, illness, injury, or inability to drive. Concierge Innovations will do your grocery shopping, gift shopping/wrapping, and other errands you need taken care of but don’t want to burden friends and family. We can accompany you to appointments and errands in a car service such as a taxi or Uber (the cost of car service is not included in Concierge Innovations' price).
We are happy to create a custom package to meet all of your needs. Since you are buying time, not specific services, a custom package doesn’t cost any more per hour than the other packages. However, there will be added costs for travel beyond our pre-set limits and for purchases made on your behalf. You will be aware of and agree to these costs before services are rendered.
Can I trust my personal assistant if I'm not at home?
Absolutely! You can rest assured knowing that Concierge Innovations does a thorough employment background check, and we are happy to provide references.
What forms of payment do you accept?
Concierge Innovations accepts all credit cards including American Express. Personal checks are accepted; however, services will not begin until the check clears. Bank or certified checks are accepted and will not require time to clear. We can make Zelle pay available to you as well.
Do I have to keep a credit card on file?
If you are purchasing a one-time service and will not require Concierge Innovations to purchase goods on your behalf, you do not have to keep a card on file. Clients who purchase services entailing shopping (either online or in-store), car service, or other services not covered in the base price of the package, will have to have a valid, current credit card on file. We use Stripe to process our credit card purchases, so you can be assured that your information is secure.
Do the personal assistants have access to my credit card information or carry it with them to make purchases for my account?
No! Your personal assistant will have a Concierge Innovations card and make all purchases with our company card. You will receive the original receipt for purchases made on your behalf. Concierge Innovations will be reimbursed from your card on file for the amount purchased, including any sales tax charged by the state where the purchases were made.
Do I have to prepay for purchases?
Purchases that are expected to cost $300 or more will require pre-payment either via check or credit card. Items totaling less than $300 will be purchased on the Concierge Innovations account and your card will be charged afterward.
How is time billed or deducted from my account?
Billing time begins once your assistant “checks in” via a mobile application at the location of the service delivery – your home, at a store, etc. Billing continues during travel between locations and ceases upon delivery or completion of task and “check out.” After the one hour minimum charge (with the exception of the traveler and senior check in packages), time will be subtracted from your account in 1 minute increments. You will get every minute of time you have paid for.
Travel within 15 miles between locations is included in your rate. All travel beyond this boundary will incur an extra charge and will be pre-determined prior to rendering of services. All toll fees will be charged to your account for reimbursement.
How will I know how much time I have used and which services have been completed?
Once you sign up with Concierge Innovations, you will be able to request a detailed report that is generated by our timekeeping app with gps location capability. Your report will show exactly where each and every minute of your time was used.
What if I don't use all my time by the end of the month?
No problem! You have up to 3 months to use your hours. Concierge Innovations will extend time beyond three months if you have extenuating circumstances and need more time to use your hours. Extensions will be decided on a case-by-case basis.
How can I communicate with my personal assistant?
We prefer you communicate via email to your personal concierge or video conference. This allows us to monitor your requests and ensure that you are receiving the best possible customer service. If you don’t have access to a computer or email, or you have a matter that you prefer to discuss over the phone, please call us at 510.853.5336.
Who do I contact if I have an emergency situation during non-business hours?
Don’t worry – we have you covered. We understand that life isn’t 9-5. You can call us anytime, day or night. Your call will be answered by a live person, not a machine. If the matter can’t wait until the opening of the next business day, your message will be forwarded to a staff member who will return your call within the hour.
What is the process of scheduling with my personal assistant?
Some services will not require your assistant to work on your account on specific days or at specific times. You may specify your preferences during the initial consultation regarding days to pick up and drop off dry cleaning, laundry, or for grocery shopping. If it doesn’t matter to you what time or day the services are completed, you will provide a deadline, and the assistant will complete them based on his/her scheduling by the deadline.
If you prefer to have certain errands done on a particular day (for example, grocery shopping on Mondays), you can set that up at the time of your consultation.
You are able to schedule specific days/times for your assistant via our email.
Will I always have the same personal assistant?
That’s up to you! During your initial free consultation, we will discuss your preferences. If you choose to work only with your “lead assistant,” we will never send a replacement assistant in their absence. You may opt to have a replacement or fill-in assistant in the event your lead assistant is unavailable. Your lead assistant or the office will inform you ASAP if your usual assistant is unable to provide scheduled services. Concierge Innovations will make every effort to meet your needs according to your preferences.