Frequently Asked Questions

Get to know Concierge 360 and contact us if your questions aren’t answered here.

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 clicking here. 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’s 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 516-360-9777. Email info@myconcierge360.com. 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 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 New York 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. Time is limited. Free time is hard to come by. A personal concierge can take care of the 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 360 will do all of those things plus re-stock your groceries!

If you are a small business owner we can assist at the office (or home office) during busy seasons, for large events, or on a regular basis so you are free to take care of the more important details of your business.

Do you have older parents that you’re concerned about? You may not be able to check in on them as often as you’d like. We can visit them daily, bi-weekly, or weekly for as little as 15 minutes to make sure everything is ok and take care of small tasks around the house. Although we are not permitted to administer medication, we can remind your family member to take their medication as scheduled.

You may even benefit from a personal concierge if you are homebound due to age, an illness, injury or inability to drive. Concierge 360 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 with. We can accompany you to appointments and errands in a car service such as a taxi or Uber (cost of car service is not included in Concierge 360 price.)

Concierge 360 is happy to create a custom package to meet all of your needs. Since you are buying time, and not specific services, a custom package doesn’t cost any more per hour than the other packages. There will be added costs for travel beyond our pre-set limits and for purchases made on your behalf. You will be made aware of and agree to these costs before services are rendered.

Can I trust my personal assistant if I’m not home?

Absolutely! You can rest assured knowing that Concierge 360 is insured and bonded. All of our assistants must submit to a federal and local background check, as well as drug testing prior to hire. Concierge 360 also performs random drug testing throughout the year. We have a zero tolerance policy for criminal activity and drug use.

What forms of payment do you accept?

Concierge 360 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.

Do I have to keep a credit card on file?

If you are purchasing a one-time service and will not require Concierge 360 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 360 card and will make all purchases with our company card. You will be provided with the original receipt for purchases made on your behalf. Concierge 360 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 pre-pay for purchases?

Purchases that are expected to cost $500 or more will require pre-payment either via check or credit card. Items totaling less than $500 will be purchased on the Concierge 360 account and your card will be charged afterward.

How is time billed to 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’ve used and which services have been completed?

Once you sign up with Concierge 360 you will be able to request a detailed report that is generated by our mobile 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 of my time by the end of the month?

No problem! You have up to 3 months to use your hours. Concierge 360 will extend time beyond the 3 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? Do I have to give them my phone number?

No, we prefer that all communication take place within the messenger app we use or via email. 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 516-360-9777.

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 for 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 would 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 website.

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 only work 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 360 will make every effort to meet your needs according to your preferences. That’s up to you! During your initial free consultation we will discuss your preferences. If you choose to only work 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 360 will make every effort to meet your needs according to your preferences.

When are services available?

Concierge 360 is able to provide services 24 hours a day, 7 days a week. Our regular business hours are Monday – Friday 8am – 6pm and Saturday 9am – 3pm. Services provided within these hours are billed at the regular rate. If you require assistance outside the regular business hours you will be charged an additional $15 per hour.
If the service you need is consistently during non-business hours, we will work with you to set up a package and make it more cost effective for you.

I have to cancel services I booked for a particular day – what do I do?

Your assistant’s time is valuable and in demand.  At Concierge 360 we understand that unexpected situations can come up. We require a minimum of 24 hours notice for all cancellations. There will be a $25 charge for services not canceled within this timeframe. Exceptions will be made on a case by case basis. In the event an assistant arrives at your home for a pre-arranged appointment, and you are not home, there will be a $50 charge. No charge will be applied if the assistant has access to the necessary area and/or you arranged for the assistant to have access in your absence. Your assistant’s time is valuable and in demand.  At Concierge 360 we understand that unexpected situations can come up. We require a minimum of 24 hours notice for all cancellations. There will be a $25 charge for services not canceled within this timeframe. Exceptions will be made on a case by case basis. In the event an assistant arrives at your home for a pre-arranged appointment, and you are not home, there will be a $50 charge. No charge will be applied if the assistant has access to the necessary area and/or you arranged for the assistant to have access in your absence.
If your personal assistant is unavailable due to illness or personal matter, you may choose to ask for an alternate assistant. If we are able to provide another assistant, the matter will be considered resolved. You have the option to wait until your personal assistant is available. If your assistant is available to you within 48 hours, we will credit your account $25 for your inconvenience. In the event your assistant will not be available for greater than 48 hours, and you do not want an alternate, you may do one of the following: Put a “hold” on your services without a time limit. Request a refund in the amount of the un-used services to date.Exception – the safety of our assistants is a top priority. Cancellations due to inclement weather will not qualify for a credit to your account, refund or placing services on hold. Please take note of expected inclement weather and try to plan your services accordingly.

What if I am unhappy with the services?

We are here to serve you and to make your life more enjoyable. Concierge 360 will make every effort to resolve your concerns to your satisfaction. Please call us right away with any concerns.

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