Natura Clean

"Of course there are two sides to every story. We worked for this client for several months and we did our best to make her happy, however we finally got to the last straw because expectations weren't meeting reality. By the end I admit that I was defensive, but in the beginning we were more than happy to try to make it work. In fact, since she is less than a quarter of a mile away from us, when she would complain, I would personally go there to check the work and fix whatever was wrong. The reality is she would contact me and tell me that the bathroom wasn't cleaned or whatever room it was. I would dig into it and find out that because we didn't use her "toilet brush" and it wasn't wet she decided that we didn't clean her bathroom. Her toilet brush was a Clorox wand with the disposable bleach pad attached at the end. We ask that clients have a toilet brush for us to use, but we bring one just in case of situations like these. We bring our own products that are eco-friendly. We do not use toxic chemicals, so we would not use her wand. The client unfortunately jumped to the conclusion that because the pad on the wand wasn't used, the bathroom wasn't cleaned at all. I explained to her the situation and was very polite and friendly about it. When looking further into this, I found out that she had no complaints about the cleanliness of the bathroom. This was one of many times that the client had this type of overreaction. The final straw was when I once again got a call about how the bathroom wasn't cleaned at all. I normally don't do the cleaning anymore, but I was trying to get to the bottom of why this client was having such problems with us, so I went and did the cleaning with the team and thoroughly checked the work and the home was spotless. She didn't know that I was the one who cleaned the bathroom, and she called me and said that the bathroom wasn't cleaned at all. I explained that I did the cleaning and rechecked the work and it was clean, so what about it wasn't clean? She said because there was a hair and a sliver of a toenail on the floor. First of all, I cleaned that floor on my hands and knees and I looked in every corner when I cleaned that floor. There was no sliver of a toenail when I left it. Second of all, I got up all of the hair from the floor. If there was a hair on the floor, it could have fallen off of her head when she went in to check the bathroom or from anyone else that had gone into the bathroom after we left. And she complained about the floor in the mudroom. She told me it wasn't mopped at all. I assured her that it was, but asked her why she felt that it wasn't. She told me that when she wiped a cloth across the grout the cloth was sandy. I was able to find out from her that when we aren't there, she cleans the grout with vinegar and a brush. I explained to her that I am a Certified House Cleaning Technician and have been trained on the science of surfaces, products and cleaning and that she is actually damaging her grout by using vinegar and a brush to clean it. I tried to explain that vinegar is an acid and grout is made of stone and unless she regularly seals her grout, she is breaking up the grout over time, which would cause the grout to come off when a cloth is wiped across it. She interrupted me and told me that I was wrong because she read it on the Internet that she should use vinegar. I am a very patient and kind person and anyone who knows me would tell you that. And you can probably tell that by the other reviews we've received on Angie's List, however I was tired of this client's antics and they truly were antics. After months of an unrealistic perception, I was happy to hand over her key."

"Thanks for the great review! As the client said, basement floors can be a challenge and no amount of regular mopping can get a lot of them stain-free. In retrospect a floor scrubber may have worked, but I'm glad they found a solution by painting it. When we take on jobs like these we don't see it ahead of time, so we wouldn't have known that the floor was as bad as it was and that a much more powerful tool would be needed. With cement floors for basements, clients want it clean, but don't expect the rust stains, etc. to be gone. And I wish we had known that the outside glass doors were something that the client wanted done. We will do the inside of a glass door as part of the regular cleaning if the weather is warm, however when clients say the don't want their windows cleaned we take them at their word. Had we known that these two things were something that was desired, we would have been happy to take care of it. The comments have made me realize that this is something I should add to our questions when clients are looking for a one-time clean. Thanks for making me aware of this."

"Thanks for the nice review. Because I'm busy managing the business, I rarely get to clean anymore. He needed a cleaning in a tight time-frame, so I went and took care of it myself. I have to say it was a challenging job, but what a treat! I think that because of the nature of our business, which is sustainable green cleaning, we get really cool and interesting clients who are a joy to be around. He was such an interesting, nice person. I'm glad we could help him out."

"Thanks so much for the review! We've been able to help this client out on and off for the last couple of years, and are so glad we can help."

"Thanks so much for the review! I'm glad we were able to help out."

"Thank you so much for the great review! The clients and their awesome dog are there every time we clean, so it is so nice to catch up with them. Because their home is a log home and the outside is almost an extension of the inside of they're home, it can be challenging to clean, but we're up to the task! We love keeping their home clean."