Above & Beyond Help & FAQs

What can you expect from us?

Above and Beyond Housekeeping is committed to your complete satisfaction, which is why we strive to offer the most consistent, reliable, and high standard house cleaning services around. Our team of experienced cleaning technicians have taken the time to answer some of our most frequently asked questions for your convenience. 

How do you control the spread of germs, viruses etc?

We take your health VERY seriously and try to avoid cross contamination at all costs!  We use your vacuum. If you do not have a vacuum the functions well, you can always order one from us and we will have it delivered directly to your front door for less than $100!  We also provide you with your own personal cleaning kit.

What should I do before Above and Beyond arrives?

To ensure maximum efficiency, we ask that you take a few minutes to pick up any extra clothing, papers, toys or household items that may be around your home. We can definitely clean more if we can access more of your home. Certainly, we understand this is not always possible and, in those situations, we will work around these items, not a problem. Additionally, in the past, we have had employees have heat strokes. So, if your house will be above 70 degrees the day of your cleaning, please turn your air on to 70 or cooler while they clean. Thank you!

Are you okay with pets being in the home during a cleaning service? 

Yes, we’re proud to be a pet-friendly company. If your pet is aggressive in any way, we recommend that you leave him or her outside or in a gated area to ensure the safety of our cleaning technicians and for the comfort of your pet. If you don’t plan on being home when we arrive, please let us know how to appropriately handle cleaning around your pet. (We do not clean pet feces) If treats are permissible, please let us know where to find them.

Can I provide my team with special instructions?

Yes! In fact, we encourage it. The only way for you to be happy is to let us know all particulars specific to your home. Your preferences give us the structure we need to enhance your cleaning experience and ensure that you’re completely satisfied with your home’s level of clean. Our cleaning technicians work off of a very detailed work order that was created based on our conversations. As the needs in each home are different, they do not make assumptions about what needs to be done. In order to be sure that your preferences are recorded in the work order made for your home, we recommend that you call or email us directly. We will be happy to log your needs in your work order so you don’t have to reiterate them every time we arrive for service.

Do your cleaning technicians accept tips? 

While tips aren’t expected, they are greatly appreciated. Some of our clients prefer to tip a little at the end of each service while others provide a large tip at the end of the year. You can also leave a review on our website, Google, Facebook, etc… We love hearing that our work is appreciated, and your cleaning technician will be given a $10 tip in your name for each positive review they receive online from their clients.

How is the initial cleaning price determined?

We take many variables into account when we give an initial cleaning estimate-square footage, # of bathrooms and bedrooms, scope of work desired, etc… If the price was determined sight unseen, our cleaning technicians will let us know if extra time is needed to perform our full scope of service in your home. Above and Beyond Housekeeping will call you about an hour before your initial clean is scheduled to be completed, and let you know if the home will require extra time due to things like higher dirt level than anticipated, a high number of knick-knacks/trinkets, extra hard water build up, etc. You will have the option to approve the extra time, or stay within your original estimate, understanding it will be left incomplete. Above and Beyond Housekeeping will never charge your card for any extra time without consent.

Why should I trust Above and Beyond Housekeeping?

We’re proud to offer professional house cleaning services and employ professional cleaning technicians who pride themselves on top-quality services. After undergoing an extensive background and reference check, each member of our team is thoroughly trained on every step of our detailed cleaning process. They also undergo on-going training and coaching to continue to improve their quality of work and your service. We back all our work with a 24-hour guarantee. These are just a few of the many reasons why customers trust Above and Beyond Housekeeping.

Who does Above and Beyond Housekeeping hire to clean my home?

You can rest assured that all our professional cleaning technicians are fully trained, insured and bonded. We respect all our customers by never smoking during our home cleanings. We wear our recognized uniforms with pride and confidently carry out services that exceed expectations.

Do you always send the same cleaning technicians?

The initial clean will be scheduled when it is able to be fit into the schedule, as these require more time and our Deep Clean Technician. After this, we believe that it is very important to send the same cleaning technician to clean your home, and we do everything in our control to make this possible. In the unlikely event we cannot send that member of our team, we will do our best to find the most suitable replacement. All our cleaning technicians undergo extensive Above and Beyond Housekeeping training to ensure that the quality of our work is always consistent.

How does Above and Beyond Housekeeping ensure the quality of cleaning?

We value your feedback so anytime you would like to provide us with some, we would be happy to hear what you have to say. We do schedule our homes to undergo random house checks. Our goal is to have this occur 4-6 times a year depending on your service frequency. These checks are done by our field supervisor. We also use technology to our advantage. If a cleaning technician ever has a question while in your home, they will Facetime the office to get feedback and help.

Can I hire my Above and Beyond Housekeeping Cleaning Technicians on the side?

We DO NOT allow our employees to engage in a direct working relationship with any client. The solicitation of an Above and Beyond Housekeeping employee for a client’s private hire will result in immediate termination of services and will jeopardize the position that your cleaning technician holds in our company. We invest heavily with both time and money into the training of our employees. Further,we ask you to refrain from engaging any cleaning technician of Above and Beyond Housekeeping on social media. This is for your protection and privacy as well as theirs.

How will our relationship work?

At Above and Beyond Housekeeping, communication is key, especially when it comes to important valuables in your home and any specific cleaning requests you may have. We value your trust and do everything possible to earn it by performing reliable, top-notch cleaning services designed to meet your needs and exceed your expectations. At any point, feel free to reach out and let us know how things are going at your home. We love to hear all the feedback you are willing to share.

Do I need to be home for every cleaning?

No. It is entirely up to you if you choose to be there or not. We only need a way to be able to access the house at the time of arrival. If you do choose to be home, we ask that you are willing to work with us. If we need to clean an area, we may need to ask you to move to a different place in your home so we can move around each other.

 What time does your cleaning technician arrive?

We strive to arrive on time for every cleaning on the schedule. However, our top priority is to provide every home with the attention it requires and deserves. Your cleaning technician may arrive before or after the scheduled time. If you require knowing exactly when they are going to be arriving, please notify us, and we will do our best to provide you with and arrival “window”.

What if something’s damaged during a service?

At Above and Beyond Housekeeping, we treat every single home we clean with the utmost respect. Having said that, we have a no-fault policy. Meaning, we realize accidents happen even to the best of us. So, our employees are not punished if something gets damaged or broken. Therefore, they are very comfortable letting us know right away if something does get damaged. We will notify you if anything is ever damaged. Above and Beyond Housekeeping can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning technicians, Above and Beyond Housekeeping will pay up to $100 per item or replacement cost when the value is verifiable. The client needs to save the broken item for Above and Beyond Housekeeping to inspect.

Am I liable for employment taxes, workers’ compensation, or insurance?

No. Above and Beyond Housekeeping is proud to be a worry-free housecleaning service solution. This means that we take care of any personal liability with regard to social security taxes and work-related injuries. We are fully insured and bonded and all our staff are covered under Pennsylvania state workers comp insurance. This means you have nothing to worry about.

What do we NOT clean?

Our professional house cleaning services are designed to keep your home comfortable and clean. We customize services to accommodate your preferences, so you never have to worry about paying for a service you don’t need or want. To ensure we provide your home with the highest quality of care, we don’t typically:

• Toys
• Inside of your fireplace
• Pick up clutter
• Your iron
• Do laundry
• Wash dishes
• Load dishwasher
• Clean any human, animal waste or hygiene products
• Clean anything outside your home
• Any potential biohazard situations which can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved (we are not allowed by our insurance to touch bio-hazardous items).

Do I need to provide your team with my own cleaning equipment or supplies?

We ask our clients to provide toilet brush near each toilet and a well maintained vacuum – If you feel your vacuum isn’t operating properly, we can order one for you and add it to your initial cleaning fee, they are Bissell vacuums and cost less than $100. Additionally, we will need a couple of old bath towels to dry the hard floors.  We will provide you with a mop and bucket that will stay at your home, a cleaning kit and a bundle of cleaning towels that will stay at your house.  A simple wash in a little bleach and dry is all you need to do to maintain the towels.  Beyond that, we arrive with all the cleaning materials we need and take them with us when we leave. We’re proud to use environmentally friendly commercial grade products to ensure that we leave your home looking spotless. If you have a specific request about a cleaning product you would like used, please contact us to ask about it. If it is something that we can use, our insurance company does have a say about this, we will need a signed waiver from you as we cannot ensure the outcome of products we don’t provide.

What if I need to reschedule a service?

Above and Beyond Housekeeping understands how unpredictable life can be. That’s why we work with your schedule to ensure that we’re cleaning your home at a time that’s most convenient for you. If you need to cancel or reschedule a cleaning, we require a minimum of 24 business hours’ notice. We’ll do our best to accommodate all your scheduling needs. Your time slot is reserved for you on your cleaning technician’s schedule. When a cancellation happens last minute, our cleaning technician is left without work for that time slot. Therefore, any cancellations not provided with 24 business hours or more notice, will be charged time a late cancellation fee of $60 to cover part of your cleaning technicians lost wages from your home. Scheduling arrangements and changes should be done through our office. Our cleaning technicians do not have the ability to change schedules. Thanks to our contract-free system, you never need to worry about being locked into a cleaning plan. Our flexibility is just one of the many Above and Beyond Housekeeping

perks and it helps us ensure the satisfaction of our customers. • If clients are absent from our schedule longer than 60 days, Above and Beyond Housekeeping reserves the right to charge their initial cleaning fee to restart service and to review your service rate.

How do you handle my security system?

If your home is equipped with a security system, please ensure that it is in the “off” position or that we have all the appropriate information to disarm it. If the code should change it is your responsibility to notify us, so you do not incur a lock-out fee.

What if my scheduled cleaning service falls on a holiday?

During the event that one of your routine cleanings falls on a holiday, we’ll reach out to you. We do close for a few holidays a year as well as a few days around Christmas/ New Years. While we do make every attempt to accommodate all requests, there are times where it just isn’t possible. If you know you have a special cleaning need around the holidays, the earlier you let us know, the better we will be able to accommodate.

How can I share my experience with Above and Beyond Housekeeping?

For all praises you give your cleaning technician via Google, Facebook, HomeAdvisor, Yelp, etc… she will earn a $10 bonus in your name. All praise will be passed on to your cleaning technician! They love to hear how happy they make our clients. We value our customers’ opinions and it’s our customer feedback that has helped us become the best home cleaning company in the capital district. Simple text us at 610-301-1865 and we will send you an easy link to get you there.

Do you give a referral bonus?

Another way to share your experience is to tell your friends how happy you are with your service. We will give you a $25 discount off your next cleaning as a thank you. There is no limit to the number of discounts you can receive.

Why will my initial clean be more expensive than my other regularly scheduled services?

Over the years, we’ve found that the first cleaning service brings a home up to a specific standard and Above and Beyond Housekeeping is committed to upholding that standard. That’s why our initial cleaning will take longer and cost more than your routine services. We need the extra time to properly begin the process of eliminating hard water build-up, mildew, soap scum, dust, and dirt from your home.

How often can you provide service?

Above and Beyond Housekeeping is happy to provide services daily, once a week, every other week, or once a month (every 4 weeks), depending on your cleaning needs. You can also request house cleaning services for special events, as well as sale prep and move-out/move-in cleaning assistance. Because we work on a no-contract basis, you can update or change your cleaning plan to fit your busy schedule, budget, and cleaning needs, if we have the availability.