FREQUENTLY ASKED QUESTIONS
WHAT HAPPENS IF I NEED TO RESCHEDULE CLEANING SERVICE?
You must call our office to reschedule and we suggest calling 72-hours before your regularly scheduled cleaning. We will do our best to accommodate your scheduling needs. If you cancel within a 24-hour period, there is a $50 fee.
If we show up for a scheduled appointment and cannot access your home for an reason, there will be a $100 lockout fee. If you are a reoccurring service and cancelled and appointment, the next cleaning will be billed accordingly.
SHOULD I DO ANYTHING TO PREPARE FOR CLEANING SERVICES?
You can help us provide Beyond Expectations cleaning services by the following steps:
DO I HAVE TO BE HOME DURING THE HOUSE CLEANING ?
Most of our customers are not home when we clean their homes. We keep detailed information about each client’s home cleaning or special instructions and information regarding pets, access, and alarm codes.
WHAT DOES BEYOND EXPECTATIONS NOT CLEAN?
Professional cleaning services from Beyond Expectations are designed to help keep your home fresh, clean and comfortable. So, we customize our house cleaning services to fit your homes unique needs and budget. To provide our high quality standard cleaning, there are a few things Beyond Expectations does not clean:
DO I PROVIDE CLEANING SUPPLIES AND EQUIPMENT?
No, Beyond Expectations comes to your home fully equipped to clean with top-quality products and commercial vacuums. However, because Beyond Expectations works with our clients needs, if requested and provided, we may clean with your preferred products depending on the disinfectants. Our products we bring into your home are certified and home approved solutions.
WHAT IF MY HOME CLEANING FALLS ON A HOLIDAY?
We observe the following Holidays:
If a routine cleaning falls on one of these Holidays, we will contact you in advance to arrange a make-up date. We work on many federal holidays. Unless you cancel service, you can expect us to arrive as scheduled, if your cleaning date falls on any holiday except those stated below.
For the following Holidays we do offer services for an additional emergency service fee of $100.00.
AM I LIABLE FOR WORKERS COMPENSATION, INSURANCE OR EMPLOYMENT TAXES?
Beyond Expectations offers a worry-free home cleaning service solution. This means, for any work related injuries, Beyond Expectations is fully responsible and liable for our workers, most independent cleaning services are not which makes home owners liable. We are fully insured, bonded and licensed for your protection and ours.
DO TEAM MEMBERS SPEAK ENGLISH?
We are a non-discriminating employer and have a diverse, multi-cultural staff. Good communication is important to us. We ask our clients to call the office to relay any notes or requests.
We will then add these notes to your work order for your team to see. All our teams are in touch with the office via cell phone throughout the work day. We can easily call a team to relay a message for you even while they are working in your home.
WHY DO I HAVE TO HAVE AN INITIAL CLEANING?
We have noticed that having the first initial cleaning brings your home up to Beyond Expectations standards. It is a standard we promise to maintain. This process takes longer than a reoccurring clean as we first eliminate all of the "old soils" along with dust accumulation, baseboards and detailed vacuuming and dusting.
DO YOU ALWAYS SEND THE SAME CREW?
It is very important to us to send the same crews to the same homes and we do our best to make that happen on a regular basis. However, like any work place, schedules change due to absences, resignations, etc. We will send a replacement team, if and when necessary in order to meet your schedule requirements. All of our teams are trained in the same cleaning system so that when another team must be used, it is transparent to our customers.
IS BEYOND EXPECTATIONS PET FRIENDLY?
Pets are not a problem. However, we do need to know if you have them and we would like to have the pet’s name. We love pets; however, our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. Due to the individual care that plants require, we are not able to maintain them. We do not feed or clean up after your pets.
HOW DO I KNOW THAT I CAN TRUST BEYOND EXPECTATIONS?
Trust is the backbone of our expectations. Our staff is composed of full-time employees, not day laborers. All employees at Beyond Expectations have undergone background checks and are properly referenced. Upon being hired, each VIP Attendant, cleaning technician is trained to our fullest Expectations, meeting our high standar qualifications. There is also a quality control inspector that will randomly inspect homes regularly.
HOW WILL OUR RELATIONSHIP WORK?
Communication is key! We offer customized cleaning service plans designed with your needs in mind. No contracts. No hassle. Establishing open communication and being flexible ensures your satisfaction as a long-term client. You can reach us via email at [email protected] or by calling our office directly at (912) 230-4990.
WHAT IF MY MAID SERVICE MISSED A SPOT?
Beyond Expectations offers consistent, quality home cleaning. Like any relationship, miscommunication occurs and we may miss a spot. This is why we offer a house cleaning guarantee. This means, notify us within 24 hours of your cleaning and our staff will address the areas in question.
Yes. We would appreciate items were picked up off the floor and dressers and counters were organized before we arrive. This allows the cleaning staff to clean more thoroughly. Also, please secure cash, jewelry and other small valuables. We also ask in the summer months if you could set your air conditioner at an appropriate temperature.
If for some reason you do not want a particular room cleaned, please just leave a note or close the door of that particular room.
Beyond Expectations Cleaning Professionals takes every possible precaution in hiring the most qualified trustworthy individuals available. All of Beyond Expectations Cleaning Professionals professionals are bonded and insured and covered by workers' compensation insurance.
This means you are not responsible for their medical bills if they are injured while cleaning your home. Many homeowners are not aware of their potential personal liability for work related injuries if the person or company they hire does not carry this insurance. We also take care of all employee taxes.
Our office hours are Monday-Friday 8:00 a.m. to 5:00 p.m. We clean between the hours of 7:30 a.m. and 5:00 p.m. We try our best to accommodate your preference in days. Because we do not set cleaning time limits, we will ask if you prefer a morning or afternoon cleaning time. Due to the nature of the business and travel between clients’ homes, we have a 2 hour arrival window.
Our staff is professionally trained in proper cleaning techniques. We do one-on-one training of new hires until they have mastered our high cleaning standards. Our professionals are also trained in the following areas: use of different cleaning products, proper use and maintenance of cleaning equipment, use of alarm systems, workplace safety, organizational and time management skills, knowledge of our company’s policies, communication skills, with the client, co-workers. We have monthly meetings with our staff to do continuing education on different areas of cleaning.
No. You may cancel service at any time. Beyond Expectations also reserves the right to cancel your service at any time.
82% of our clients leaves us a key to their home or a code to the garage. If you choose not to leave a key and we are unable to access your home for a scheduled cleaning, you will be assessed a lockout fee of full cleaning.
Normally, teams of 2 cleaning professionals will arrive to clean your home. We make every effort to send the same team to your home for every cleaning. When one or both of your cleaning professionals is ill, on vacation or has a day off, we make every effort to send one of the professionals from your team with a substitute. If we need to send a substitute team, we will call you to inform you of the change.
Payments are due the day of your scheduled household cleaning service. Most clients keep a credit card on file with us. You may also leave a check or cash on the kitchen counter the day of your scheduled service. If a late payment, additional daily fees will be added of $20 a day after 5 days.
Cleaning attendants at Beyond Expectations can provide daily, weekly, bi-weekly or monthly services depending on your cleaning needs. We also offer cleanings for special occasions as well as move-in/move-out cleaning services.
Tips are appreciated and handled between the client and the cleaning attendants. We have found it common for clients to tip at the end of each clean or make a larger tup at the end of the year. Leave whatever you feel comfortable with. Please make sure all money left as a tip is clearly noted as such with the employees name or noted to "The Team". We can also provide envelopes upon your request! You can also leave kind reviews on our Google My Business page or Facebook page, Search: Beyond Expectations Cleaning Professionals.
All keys are marked for identification with a code # (no address or customer name is used) and locked in a safe when not issued to the cleaning supervisor for the day of your cleaning. Only our top management staff has access to the safe.
Quality is our number one priority and we want you completely satisfied. After each cleaning we send out one question survey because it is extremely valuable for us to know how we are doing every time we are in your home. We are not happy unless you are 100% happy. Based on our client's response and their rating, our employees receive bonuses for their performance.
Tips are appreciated and handled between the client and the cleaning attendants. We have found it common for clients to tip at the end of each clean or make a larger tup at the end of the year. Leave whatever you feel comfortable with. Please make sure all money left as a tip is clearly noted as such with the employees name or noted to "The Team". We can also provide envelopes upon your request! You can also leave kind reviews on our Google My Business page or Facebook page, Search: Beyond Expectations Cleaning Professionals.
Once you have scheduled your cleaning, you will be given a time frame in which your assigned team will arrive at your home or apartment. Exactly when they arrive depends on traffic, weather and the conditions of other homes on the schedule. A two-hour window of arrival is typical.
We encourange your opinions! Special instructions will provide the best quality cleaning experience according to your wishes. However, it is important you communicate any special instructions directly to the office (912) 230-4990 so that we may place them in the permanent notes of your file. This makes your special instructions available for each team that may clean your home in the future as well as a reminder for normal attendants.
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