TL/DR: The staff were friendly and responsive, but the cleaning did not come close meeting my expectations at all for thoroughness and comprehensiveness. The long version: I used a cleaning service for the first time and was referred to Kayla's from a friend. The consult was great and all the staff were very friendly. I was very clear on the items that I wanted covered and more attention put on (blinds throughout the house, scrubbing of the tile floors) and was given what I thought was a very reasonable estimate of 4 hours to do a basic clean of the entire house plus the wood blinds. This came to $152 plus a fuel surcharge given my location. For perspectivem we have a 3000sq ft. house, 4 bedrooms, 3 baths, reasonably clean (not immaculate, but that's why I was calling them) and everything tidied up. I received the email check in when they arrived and then when they left. I was super excited to get home to a nice clean house. When I got home, I saw that they had likely swept the majority of the tile, but had not mopped at all. There were many spots in the kitchen and entryway that clearly were not touched. When I pulled the rugs back from the entryway, there was still dirt underneath and it looked like they had been swept around and not moved. I swept and mopped myself that evening. The living room was thoroughly vacuumed and the furniture was given a once over in terms of dusting, but none of the wood blinds were touched. Same for all the bedrooms. This meant that I spend the next morning cleaning the blinds and then, subsequently, repeating the vacuuming and furniture dusting as I had just created more dust on the floors. The kitchen counter tops were clean, but all of the backsplash/upper lip of the countertop that goes up the wall (not sure exactly what that piece is called) was not wiped off. My microwave, however, was very nicely done inside and out. The bathroom floors again were not mopped but likely swept and the toilets were not 100% clean. Mirrors and tubs were done fairly well. I contacted the owner and as well as the crew at 5:30 that day (a Friday) and received a response the following Monday with the response that they were sorry it didn't meet expectations, that one of the employees was having personal issues, and that they would provide an additional free 1.5 hours of free cleaning on top of the "free time" I had already received. I declined and stated that I didn't really receive any "free time". They had sent an extra person during my visit, but apparently only two of them worked and weren't having "personal issues" as stated in the email. It certainly shouldn't take 2 people 2 hours to vacuum, dust, and give the bathrooms a once-over as they did. As a note, I did not receive an email response from the owner. I have cleaned my house top to bottom (blinds and floor scrubbing included) in about 3 hours. This is routinely what I do once a month with weekly cleaning (vacuuming, furniture dusting, tile mop, bathrooms, etc.). I was really looking forward to handing off the deep down, once-a-month scrub to the pro's, and it looks like I haven't found my right "pro" yet. Kayla's Custom Cleaning certainly isn't it. Overall, very disappointed and feeling a little foolish for wasting my money. read more

As busy professionals with 2 kids life gets hectic. When we let things go too long the dust bunnies are as big as the toddler. KCC to the rescue. We set up an appointment with Kayla and she came out and talked to us about how much or how little we wanted her crew to do. Areas to focus on and rooms to stay away from. We did a big clean the first few times to get things under control and now they come out a couple times a month to keep us on track. The staff are polite, professional and responsive to questions or concerns. It's a beautiful thing after a long day at work and a 45 minute commute on the beltline with a tired crying kid to walk into a clean home. Exhaaaaallllle. It's worth every penny. read more

I used this service for my mom, she was in the hospital for surgery and I wanted to get a few things cleaned up around the house. I had some specific requests and only wanted them to do the kitchen, hallway, living room, guest bedroom, and guest bathroom. They were fine, but the whole thing was just "meh." The cleaning job was meh, their sense of urgency and attention to detail was meh, and the whole thing was EXPENSIVE. I own a three bedroom, 3.5 bathroom home in the Bay Area and we get our whole house cleaned for $180 (which my friends say is pricey) and she goes to town! 1.5 hours and three rooms later, $150 - ummm, I think not. The hunt for a decent cleaning company/person in Madison continues. read more

This company came recommended by the prior owner of our house. The team that arrived had cleaned the home before. And they were very nice. But they didn't do a great job cleaning. My first appointment was for 4 hours. I really couldn't tell what they had done after they left. Nothing felt super clean. The carpets were still dirty, the cabinets had not been cleaned, nothing looked dusted. It was disappointing. read more

KCC does an amazing job in my home! I've been using them for nearly 3 years in two different homes--I love cleaning day!! They do a very thorough job in my bathrooms and kitchens, the home is always vacuumed from top to bottom--including the furniture! I appreciate the little touches they make like lining up shoes or making sure the stainless steel sink is extra spot free and shiny. And on top of all that, I often find little surprises--for instance one day they even "made" my dog's bed. This is a company filled with warm, kind, caring, hard-working people and I would trust no one else more to clean my home! read more

Very nice office personnel. Good with communication and thorough about emails and reminders.

Had to update the review because I was too fast on the trigger -- after two very good cleanings with their top team, the owner emailed me that the team leader was out sick and she indicated they could send another lead, which would be good for backup anyway. However, the other staffperson has the same name as the staffperson from the team familiar with my job, and since it made sense that the familiar person should be available while their partner was out sick, I noted that point and therefore agreed to the sub. As it happens, there are several people with that name working there and this was not the familiar one -- ergo I lost a substantial amount of time from my work retraining the new team. The owner made no correction of my misunderstanding of who would be there that day when she confirmed the time in reply to the same email where I indicated I was okay with the sub because the other person was familiar with my job... and I found out the team leader was not sick at all so that was outright deceit -- it appears they have a classic bait and switch operation. read more

Excellent service. Reliable, trustworthy, prompt, thorough, highly efficient and extremely courteous. Very fair pricing too.

I have used them in the past and the owner was nice. However, I wasn't at all impressed with their quality and quantity of work. Staff turn over was an issue as well. Probably one of the highest hourly rates in town and had to skip several rooms in order not to exceed my budget. You could definitely get more done for your money elsewhere, just need to search around. read more

This was my first time ever using Kayla's Custom Cleaning. We were fortunate enough to receive a certificate for two free hours of cleaning from a nonprofit organization as a thank you for my mom's contributions. My mom works a full-time job as well as a part-time job on top of extra volunteer activities. I also work full-time and travel back and forth to Milwaukee frequently. Needless to say, we rarely find the time (or the energy) to clean our condo. However, the level of service we received from KCC makes me wish I would have spent my day off just cleaning the place myself. My mom contacted KCC via phone and, after a week later, received no response. Therefore, she proceeded to contact them again via email. After finally responding, an appointment was made. We let them know that we had TWO HOURS of free cleaning, so the girl stated that someone would be over between 1:30 and 3:30. Considering that it was our first time using the service, we did not feel comfortable leaving a key for the condo building entrance and a key to our actual condo. I adjusted my schedule so that I would be home when the cleaning company arrived. Surely enough, they showed up at 3:35 right as I was picking up my phone and calling to reschedule (I had an appointment to be at later that evening and had let the service know that beforehand). After waiting the two full hours for them to show up, we reviewed the list of things needing to be done, and I waited in my office while they worked. At 4:38 on the dot, one of the cleaning girls called my name and told me they were done. By the time I opened my office door, they were already closing my front door. I did not get a chance to check to make sure things were satisfactory, I did not get a chance to object to the fact that they were leaving ONE HOUR EARLY, and had I wanted to give them a tip, I would not have been able to do that either. I know our condo is not large, so I tried not to get upset at the fact that they left extremely early. However, after looking around the place, I became increasingly frustrated. Belongings that they had moved from the counters and tables were sloppily thrown back. My mom's bathroom floor was still dirty to the point where she was stepping on particles of whatever. There were streaks on the kitchen counters and our dining table. We asked for the full basic cleaning and BASIC was exactly what we got. It was so basic that I could have done the same thing in the same amount of time with greater standards than the two girls did... After setting aside four hours of my day and waiting for them to show up at the very last minute just to leave an hour early, I was extremely disappointed. I am not one to complain. In fact, I created a yelp account and wrote my first yelp review just to express my complaints about this service. I did call KCC before writing this review. The girl who I spoke to was very nice and immediately offered to give us another hour of free cleaning to make up for the sloppy job. However, I frankly stated no thank you because it is not even worth it...I would never recommend this service to anyone much less set aside more time out of my busy schedule just so they can come back and attempt to fix what they should have done right the first time. I am very fortunate that I had the two hour free coupon, because if I had actually paid for the two hours, I would have been even more upset than I already am. If this is the service they always provide, I feel for the people who waste their money and their time on KCC... read more

They were terrible! We recently bought a house and before we moved any furniture we wanted someone to clean it. They lied about the time they spent cleaning our house. I specifically asked them to focus on the baseboards, windows, and drawers.......none of these were done except SOME baseboards. Didn't do half of the stuff we asked them to and only cleaned half of the kitchen. They also put a DENT in our brand new tub. It took them over 8 business hours to get back to me when I called to complain. They kept giving excuses and did not take ownership for the crappy cleaning. The people are very pleasant, but don't let it fool you! Don't use! read more

We had KCC out to our house twice. The initial consultation said it would be 3 hours for a full house cleaning. 4 hours into the first cleaning (with 4 people) they hadn't cleaned the finished basement yet and left without completing the job. They were supposed to clean the blinds, and they cleaned about 50% of them. Also, the hardwood floors looked dirty. So (silly me) I gave them another chance. And I got burned again. It took 4 hours and they didn't finish the blinds (the ones they hadn't gotten to the first time), and they never even set foot in the basement. It was SO disappointing. I emailed them with my concerns and said I was thinking about canceling the service. I never received a response. Actually, I did receive a response. The $300 bill for the subpar cleanings. And they never came back again. I would NOT recommend. read more

Avoid this place. You have to pitch a fit to speak to someone on the phone. The schedule their cleaning staff back and forth all over town resulting in missing the 2 hour window you're given for your cleaning. Office staff provide conflicting information and, since you can't talk to anyone, it gets very confusing. I was told to call to provide payment info by one and told to enter online by another. One staff person said my appointment was canceled but the cleaning people were on their way, just late. Too bad because the cleaners themselves are amazing. Find someone else. read more

We were supposed to have our first cleaning today but they never showed up. My wife took off work and stayed home all day to let them in but they were no where to be found. read more

We have used Kayla's Custom Cleaning (KCC) in our home for about 10 years now. KCC has always been reliable, trustworthy and consistent. I have found them to be flexible with our bi-weekly schedule when I have needed them to be. Except for changes due to Holidays, they've never contacted me with a disruption to our schedule. General communication has been good with the team that is at each service appointment - a notebook and e-mail is used for the team and I to communicate - and I receive periodic e-mails or calls from the owner or team lead manager. I've been in and out of the house, sometimes working from home or there with my kids, while the team is there and have enjoyed how friendly and courteous they are. I've never had any concerns about anything being misplaced or broken. KCC has been with us through many different phases - infants and toddler toys, Legos and Beyblades scattered about, teenagers, and a few pets - they do an excellent job! I believe they achieve their goal of taking great care of our home during each service appointment. read more