Frequently Asked Questions
Why should I hire Castle Keepers instead of any other company or individual?
Castle Keepers takes every possible precaution in hiring the most qualified, trustworthy people available. A criminal history background check is performed on every potential employee. Castle Keepers is also fully bonded and insured, so if anyone is injured while cleaning your home, you are not responsible for any of their medical bills.
What hours do you clean and can I pick the day I would like to have service?
Our office hours are Monday thru Friday 8:30 AM – 8 PM Eastern. We try our best to accommodate your preference in cleaning days. We do not set cleaning time limits so you will be asked if you prefer morning, afternoon, or either for a cleaning time. We are unable to give you a specific time for your cleaning due to the fact that we clean homes to a specific standard and all homes are different in size and cleanliness.
Is Castle Keepers a franchise?
No, Castle Keepers is a locally owned company that is operated by Charleston natives Tom and Janice Stewart, members of your community. Since we are locally owned, we are able to be more flexible when meeting your specialized needs.
Who provides the cleaning products and equipment?
We provide all the products and supplies needed to clean your home. We pride ourselves in using the most technologically advanced cleaning supplies and equipment. Should you wish for us to use one of your products, upon approval of our office, a liability form will need to be signed. We are unable to accept responsibility for those products or their results.
Do I need to sign a contract?
No. You will be asked to sign a Customer Service Agreement which simply states that you understand our agreed upon cleaning procedures and company policies. You may cancel your service at any time. Castle Keepers also reserves the right to cancel your service at any time.
What if something gets damaged during the cleaning process?
Due to the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, the cleaning team will leave you a note or inform you if you are home. The office will also follow up with a phone call to determine the best course of action to take. We do our best to repair or replace anything that is damaged during your cleaning. The most tragic form of damage is that of something irreplaceable either monetary or sentimentally valued. Rather than be sorry, the safest way to protect those items is to store them away on your cleaning day, or instruct us not to clean such items. Castle Keepers is not responsible for damage due to faulty or improper installation of items. Please inform us immediately if any items in your home require this type of attention. Examples would include the following: broken or improperly installed blinds, tiles, curtain rods, loose carpet, etc.
Do I have to be home when the cleaning professionals come?
Most of our customers are not home when we arrive to clean. However, if you choose to be home while we clean, that is not a problem for us.
How do you gain access to my home if I am not there?
The preferred method is a key. The key to your home is kept in a locked, secure box at our office, and the only time the key is removed is on the day of your cleaning. It is labeled in such a way that it cannot be identified by anyone but our staff. Your name and address will never be placed on the key tag. Other options would be a garage code or hidden key. If you choose not to provide us with a key and we are unable to access your home for a scheduled cleaning, you will be assessed a lockout fee of $50.
Will I have the same cleaning team every time?
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 had a day off, we make every effort to send one of the professionals from your team with a substitute. We understand the concern of having the same individual cleaning your home on a consistent basis, but rest assured that all of our employees successfully complete an extensive training program to ensure consistent cleaning techniques throughout our entire staff.
What if my scheduled cleaning falls on a holiday?
If your scheduled cleaning falls on a holiday that is observed by our office, we will contact you approximately one month prior to reschedule your cleaning. The holidays observed by our office are New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
What if I have a pet?
As we personally enjoy our family pets, we use only products, equipment, and techniques that are safe for pets large and small. That said, we do need to know prior to your first cleaning if you have a pet, along with each pet’s name for reference. If any pet is aggressive, we ask that you secure the pet(s) while we are cleaning your home. A cleaning team may choose to leave the premises, for their own protection, if a pet exhibits aggressive behaviors. We will be happy to clean around friendly pets.
Should I tip my cleaning team?
A tip is neither expected nor required. A note letting the team know how well they did means a lot . Even better is a Google+ or Yelp review. This tells not only your cleaners but the inspection team and owners about the great job they are doing in your home. The cleaning professionals just want to know that the work they perform met or exceeded your expectations.
Do you offer Gift Certificates?
Yes, we do! They make wonderful gifts for birthdays, Mother’s Day, Christmas, Valentine’s Day, just to name a few. Gentlemen, these gift certificates make great “Wife Insurance”! Our gift certificates are available in any denomination with a one-hour minimum. We can send them by mail to you or to the recipient.
Can I hire one of your cleaning professionals directly?
No. A great deal of time and resources is put into hiring, training, and promoting our staff. Our service agreement states that you agree not to solicit or hire any past or present Castle Keepers employee, other than through our office, for a period of not less than two years from the date that employee last worked for Castle Keepers.
Do I need to do anything before you come to clean?
Before we come to clean your home, it would be appreciated if items were picked up off the floor, dressers, and counters. This allows the cleaning professionals to clean more thoroughly. We also ask in the summer months that you set your air conditioner at an appropriate temperature to protect cleaners from overheating during their work. If for some reason you do not want a particular room cleaned, please leave a note or call the office at 888-302-5582 so we can inform the team.
How do you monitor the quality of the cleaning?
Each cleaning team has a captain assigned. The team captain is responsible for ensuring everything is done to your satisfaction. We also employ a quality assurance supervisor who performs periodic inspections when the ladies are cleaning. Quality is our number one priority!
What if I’m not satisfied with the cleaning?
With our guarantee, if for some reason a cleaning does not meet your approval, please inform our office within 24 hours, and we will make arrangements to have the problem(s) corrected at no additional charge.
What is meant by “Cleaner, Safer, Greener”?
Castle Keepers uses chemical-free cleaning techniques that get your home cleaner than any other product or chemical on the market or in your pantry. Our methods are safer for humans, pets, and the environment than green, eco-friendly, or natural products. We’re greener than every Green Seal-approved product and every all-natural solution available. First, our deionized water uses physics to attract the ions in soil and lift it off surfaces so it can easily be removed. With the PerfectCLEAN anti-microbial cloth, we remove the dirt, the electrocuted germs and bacteria and capture the few remaining ones in the tiny fibers of the cloth. With the LadyBug Steam Vapor System with TANCS technology, we go after the floors, using water and heat to remove the dirt and kill the germs living under your feet. And with the ProTeam 4-level filtration vacuums, we collect dust, pollen, dust mites…and of course, dirt…through a multi-level filtration system to remove that stuff from your home! And we never open the canister inside your home.