Natura Clean

Generally speaking, our cleanings have been fine. Not perfect (we don't expect perfect) but overall good. We've generally enjoyed the people who do the cleanings and find them very pleasant and helpful. In fact, we aren't cancelling their services based on the employees. Our frustrations have been completely with the owner. She promotes herself and company as wanting to know how cleanings go every week by sending out an email feedback form. Sounds great, right? Well, if you dare suggest that something wasn't cleaned or you'd like to change somethings, you can be sure to get a long email (or phone call) that is defensive, full of excuses and in the end, somehow your fault. The final straw came with our last cleaning. I noticed somethings weren't taken care of and I contacted her. Her response in summary.... * She admits to not doing a thorough job and says we hoped you wouldn't notice. * A long, detailed summary about her own problems (yes, I care about you as a person but I don't need to know all the details) * A blaming tone for not filling out the surveys for the past year and all about her incentive program for her workers. * If you had contacted us within 24-hours we would have come back. It's important to note that * The owner herself was here that day cleaning because another one of her employees had resigned; * She and I spoke that morning at my home and could have mentioned to me that she would be able to give the attention to detail that she normally does because she had a doctor's appt and; * To let her know if we needed her to return to take care of anything. Ok, what's wrong with this picture?! When I pay for a service, we expect either for it to be completed or to be notified up front or at some time. None of this happened! Imagine ordering and paying for a pizza but when you get home you see that you only have 3/4 of a pizza. You call the restaurant and they reply, "Yeah, we ran out of crust and hoped you wouldn't noticed. If you had mentioned it at the restaurant, we could have fixed you up. Sorry, now it's too late for us to anything." Yeah, sure weird analogy but the best I could come up with. Finally, I've been reluctant to post anywhere because I'm not interested in another defensive conversation with her. I noticed she's not on Yelp which surprised me. Please note, others have mentioned a defensive tone. I'm pretty laid back but I suppose the owner will reply differently. So be it. I can get you references for other service providers if you like. :) Here's her actual email back to me after I contacted her: Thanks for the feedback! The last cleaning was not going to be our best and our plan was to “catch up” on your next cleaning. I had cut the bottom of my foot and it wasn’t healing well, so I made an appointment with the doctor and the only time I could get in last week was 11:20 after your cleaning. We had to get your home done in record time, so I could take Sarah and the supplies to the next house on the east side and then make it to Middleton in time for my appointment. We knew going in we would have to rush this time, but would clean in more detail next time. And I didn’t make it to my appointment in time. I’m sorry we didn’t do the details that we usually do. We hoped you wouldn’t notice and we could take care of it this time. Also, the last time we heard from you was right after the price increase email last year. We would love to hear from you more often! We not only use our quality program to track how happy our clients are (we don’t know unless you tell us), but also to reward employees for great work and manage them for less than satisfactory work. If we don’t hear from you, we can’t make changes if your needs aren’t being met, and we can’t reward your team when they do excellent work. Now that we are using a new program called Quality Driven, we will follow up by telephone if we don’t hear from you because we want to know how we’re doing and make sure you are happy. Anyway, I’m sorry we weren’t able to meet your needs this time, but am glad that you let us know. Remember, we have a satisfaction guarantee. If you let us know within 24 hours of your cleaning, we will come back and take care of what was missed.

I read through their website and called for a quote. I left a message with their answering machine and waited. Hearing nothing I called a week later and left another message. Nothing. Finally, I placed a request for a quote though their web site. That was two weeks ago. Soooo...I've been trying to get in touch with this company for over a month without success. If they can't return a call, even to tell me that they're too busy to take on new customers, I want nothing to do with them.

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The NATURA Clean team always does an excellent job! I have been using them for years, so that is a testament in itself. They are very efficient and the fact that they clean "green" is a plus for my allergies and my pet! They even know where the dog treats are, which makes my dog happy too :-) I love the job completion checklist that they leave each time, so I can see exactly what I get for my money! They get in all the nooks and crannies--places I wouldn't even think to clean myself! My favorite is the excellent job they do on our four bathrooms, no matter how dirty we leave them! The team is always very respectful not to be a distraction when I am at home working. I am also very comfortable with them letting themselves in and out when I am not here. Security is never a concern, as the company does rigorous background checks before they hire. I've even left my teenagers there with them without a concern, and I wouldn't do that with any other company. They are also very flexible in what I need them to clean each time (e.g. sometimes I have them skip the lower level) and are accommodating of our last minute scheduling requests! I have given NATURA Clean many referrals over the years and will continue to do so.

Kris responded promptly to my request and let me know that Natura Clean doesn't usually service my area. I'd had the same response from a few other companies, and each of those companies simply left it at that. But Kris was kind and professional enough to explain why, offer an alternative (paying an additional fee for travel time/mileage, which was a very fair rate), and still provided me with a rough estimate for my request. Although the additional fee brought the services above the range I was looking to pay, this was still a very good customer service experience.

Overall the staff did a decent job and the owner was very involved and responsive to make sure things went well even cleaning herself however she was very defensive and difficult to deal with when I suggested that the team do a more thorough job in a few areas that seem skimmed over. For the cost, especially the initial cleaning which is considered "deep cleaning", it was just OK, not bad, just OK...good enough cleaning job but not for the cost and the abrasiveness of the owner. They do try to use "green" cleaning products which is a plus but many others do offer green cleaning as an option as well. For me it's important to have good rapport and communication with the owner as well as the staff cleaning because there will always be adjustments to the cleaning or feedback. I've since found a cleaning service that is easier to work with and much less expensive with better results.

We had a very short time period that we needed to get this done and they were able to fit us into their schedule. They made accommodations that way. The owner of the business came out and worked with the crew so that they could accomplish this within our time frame. And it's a company that uses green products and that was something that we liked. There was a lot of accumulated dust from several years of not being dusted, and they did a really fine job on that. There was one thing that I was disappointed in and that was that the basement floor was not very clean, but it could be that we were expecting too much in that because, in retrospect, we were thinking that maybe we needed to get a floor-scrubber to clean that floor. We ended up repainting the floor. Their price was competitive. There were two things other than the floor that I was disappointed with and that was that they didn't clean the outside of one of the entry doors and that they didn't clean the outside of the glass on the storm door. Everything else was really good. There were some things that were really challenging and they did a good job on that.

I cpontact them by phone, and got an appointment for just a few days after we talked. They (actually, it was just one person in this case) were a few minutes later than I had expected, but called to let me know they were running late. The job took longer than they thought it was, but that was not their fault. It was a function of how dirty the floors were, and also, the fact that they cleaned the baseboard moldings as well, which we hadn't discussed up front. They/she/Chris was veyr professional, courteous, cooperative, flexible, and reasonable throughout., from when she started to vacuum to when she was finished washing and cleaning the floors.There were a couple pieces of furniture that had to be moved, and we did that together. That wasn't strictly speaking something she had signed up for, and I certainly appreciated the help. Altogether I was very satisfied with the service.

I have used two other cleaning services in Madison and this was by far the best. Excellent, professional communication -- owner supervised workers on site and listened carefully to my requests, communicating them to workers. They did everything I asked them to do very well, including cleaning stove, fridge, microwave, scrubbing walls and windowsills, and getting years worth of accumulated hard water deposits out of bathtub using only vinegar and a scrubbing brush. She came back with an estimate for twice-monthly cleaning at less than $100, which I was thrilled with.

Work took longer than originally estimated, but they did a very nice job and tried to inform me when they were going over the estimated time. They tried hard to focus on the parts that I wanted them to in order to be cost effective, which i really appreciated. Owner very responsive and I would definitely use her again now that they know the house well.

Natura was very responsive in providing an estimate. Although they were late in arriving, they communicated well and were very impressive. I asked a number of questions, all of which were answered. They seemed to know their service and clientele very well. I was impressed at the knowledge and care that went into choosing products and cleaning; I would have happily used their service. Because I have a small child, I asked about whether the employees were vaccinated. "I don't know" would have been a fine answer - and not unexpected. In response to that question, I received the following email: "It was really nice meeting you last Friday. I?m sorry it?s taken a few days to get back to you. My husband and I went out of town on vacation after we left your house and I?ve been catching up on work since. I?ve given a lot of thought to your question about vaccinations and have done some research on it, too, including talking to other cleaning company owners around the country. Nobody has ever been asked this before and it has never been an issue for them. I wanted to be sure that I had all of the information in front of me before deciding whether I would approach my employees to provide proof of vaccinations. What I found out is that even if you are immunized against a disease, you can still carry that disease into someone?s home. It is impossible for me or any other cleaning company to guarantee that we wouldn?t bring Whooping Cough into your home, so I am going to pass on this job. I really appreciate that you gave us the opportunity to provide a quote and enjoyed meeting you. Good luck in your search for a cleaning company." I thought this was very strange, and I obviously have a different service cleaning our home.

They work hard and get done in 2 to 3 hours--our house is around 2200 square feet. Typically they have 2 workers and they do a thorough job. They also offer other cleaning services we have not used but would be handy if you need post construction or post-moving out services.