Bcic Avis 146

Réponse de Bcic

25 juil. 2025

Dear Katrina,
We’re truly sorry to hear that the experience with our service was so disappointing and upsetting. The goal has always been to deliver a high standard of cleaning and customer care, and it’s genuinely regrettable that this wasn’t reflected in this instance.
In reviewing the details of this case, the end of lease clean was completed on 28th April 2025. Our standard 7-day bond back guarantee—outlined in our terms and conditions—was in place through 5th May 2025. Concerns regarding missed areas were raised on 7th May 2025, which unfortunately fell outside the guarantee period. As a result, under company policy, a refund or complimentary re-clean could not be offered.
That said, the matter was still taken seriously. To remain fair and transparent, a re-clean was still offered, even beyond the guarantee period. This offer remained open in the spirit of resolving the situation.
There also appears to have been confusion regarding dates of communication. The message referencing 30th June was actually a follow-up email automatically sent in response to the original service performed on 28th April. Clarification on this point was provided in the subsequent communication.
Regarding the concern about carpet cleaning and the duration of the service, we understand that these perceptions contributed to a feeling of dissatisfaction. The team had noted certain areas of pre-existing wear and tear—including stubborn marks and water stains—which were communicated transparently prior to the clean, along with supporting images. These areas were still addressed by the cleaners to the best of their ability, although not all marks could be fully removed due to material limitations—a possibility that was explained in advance.
It’s deeply regrettable that the experience caused so much frustration, and every effort was made to offer a resolution within and even beyond the defined service period.
While a refund was not possible in this case, we would like to offer you a $50 gift voucher as a token of goodwill. This voucher will be valid for one year and can be redeemed for any of our future bond or spring cleaning services.
We truly appreciate your feedback and the opportunity to improve. Please feel free to reach out to us directly if you’d like to discuss this further.
Sincere apologies once again for the inconvenience caused.
Kind regards,
Team BCIC

Réponse de Bcic

23 juil. 2025

Hi Mirko,
Thank you for your feedback. We’re genuinely sorry to hear about your dissatisfaction and truly regret the frustration this has caused. We’d like to clarify the steps taken on our end and the context around your concerns.

Upon receiving your initial feedback, we immediately offered a reclean under our Bond Back Guarantee. As part of our standard process, we requested the official exit report from your real estate agency to ensure our cleaner could focus on the areas that failed inspection. However, you advised that you were unable to obtain or provide this report.

As an alternative, you shared a self-prepared list of missed areas, which we accepted in good faith. We confirmed this list in writing as the final scope for the reclean and clearly advised that any new items raised later would incur additional charges. You acknowledged and agreed to this arrangement.

Our cleaner attended the property and completed all items from your provided list. During the visit, you asked the cleaner to address additional areas not included in the agreed scope. Despite these being outside what was initially confirmed, our cleaner completed those tasks as a goodwill gesture at no extra cost.

Following this, you informed us that the property had failed inspection again. We again requested the official exit report with images to verify the outstanding issues, but this was not provided. Instead, you sent a new list including areas such as:

Inside kitchen drawers and cupboards
Inside the first drawer in the downstairs bathroom
Cupboard doors
These were not in the original list and, as explained earlier, could not be added without additional charges.

You also raised concerns about the shower glass. We reviewed the images and did not find clear evidence of an issue, but our cleaner still re-cleaned the area thoroughly. When you continued to express dissatisfaction, our technician informed you that further scrubbing could damage the glass and therefore did not proceed to avoid causing harm.

Regarding the carpet steam cleaning, our technician completed the service, and it was confirmed as satisfactory by your partner during a phone call with our team. Please note, he remained on-site for over two hours due to external delays and still completed the service in full.

We acknowledge the challenges you faced in coordinating these visits, especially with your work schedule. However, we maintained consistent communication and responded promptly at each stage to arrange the reclean as soon as possible.

To summarise:
A reclean was organised promptly after your complaint.
We accepted your written list in lieu of an exit report.
Additional out-of-scope work was completed without charge.
We made repeated requests for an exit report to verify further concerns, which were not fulfilled.
We could not expand the scope further without additional charges.
Carpet steam cleaning was completed and confirmed as satisfactory.
At this point, all re-clean obligations under your booking have been met. Should you require any further cleaning, we’re happy to assist at an additional cost. However, under the terms and conditions agreed upon at the time of booking, no refund is applicable.

We appreciate your feedback and your time. If you have any remaining questions or would like to proceed with an additional visit, please feel free to reach out.

Kind regards,
Team BCIC

Réponse de Bcic

23 juil. 2025

Dear Jazza, Thank you for sharing your feedback. We’re truly sorry to hear that your experience with us did not meet your expectations, and we appreciate the opportunity to clarify some important points regarding your bond cleaning service.
Firstly, we would like to sincerely apologise for any inconvenience you experienced during a stressful time such as moving. Your concerns have been taken seriously, and we have carefully reviewed the details of your case.

We understand your frustration about the condition of the backyard and garage. However, we would like to clarify that the garage cleaning we offer is a complimentary sweep and mop of the garage floor only, and we do not charge customers for this service. This is included at no additional cost as part of our bond cleaning package when requested.

Regarding the backyard, we would like to confirm that this area was not included in the original quote provided to you. Despite this, and as part of our ongoing commitment to customer satisfaction, we were happy to offer to include the backyard cleaning in a re-clean at no cost to you. However, to proceed with this, we requested the Exit Report from the real estate agent, which is standard practice and allows us to ensure that any missed items are clearly documented and properly addressed.

We allowed ample time for this report to be submitted, and even extended the 7-day bond back guarantee period by an additional 2 days to accommodate your situation. Unfortunately, the report was not received during this time, and therefore we were unable to proceed with the re-clean.

As for the additional two hours charged, this was for the detailed cleaning required in specific areas such as the kitchen cabinets, toilet, and shower. These areas needed additional attention beyond the standard scope of the clean and required more time to be completed thoroughly. We understand that expectations can vary, and we apologise if the results did not align with what you anticipated. Our team always aims to deliver quality and transparency, especially when quoting or requesting additional time.

We regret that you felt the service was not delivered in full, and we certainly never intended for you to feel burdened by the situation. That said, as the 7-day guarantee period has now expired, and the report was not received during the extended period, we are unable to offer a free re-clean at this point.

However, we are still more than happy to organise a re-clean for you at a minimal call-out fee, should you wish to proceed. Our goal is always to leave customers satisfied, and we are here to help find a fair path forward.

We genuinely value your feedback, and while we may not have met your expectations on this occasion, we hope to have the opportunity to provide you with a better experience in the future.

Kind regards, Team BCIC

Réponse de Bcic

25 juil. 2025

Dear Kura, Thank you for your email and for bringing your concerns to our attention. We sincerely apologize for the distress and inconvenience you and your partner experienced over the weekend. We understand how frustrating it must have been to invest further time and effort into cleaning the property after our team had attended, especially when you were relying on professional services.
We appreciate you providing detailed feedback along with the before and after images, which we have reviewed carefully. Your concerns are important to us, and we would like to clarify a few critical points regarding your service:

Bond Clean Guarantee Coverage: Your booking was covered under our 7-day Bond Clean Guarantee, which ensures that any issues reported within this timeframe are addressed by sending the cleaner back to rectify them at no additional charge. This guarantee is designed to give you peace of mind and a fair resolution in the event that parts of the cleaning are not up to standard.

However, as per the terms and conditions agreed upon at the time of booking, a re-clean opportunity must be provided in order for any refund request to be considered. In your case, we did not receive this opportunity, and the re-clean was declined in favor of requesting a direct refund. In such situations, unfortunately, we are unable to process a refund in line with our policy.

Carpet Steam Cleaning and Stains: We have spoken with the cleaner assigned to your job, who confirmed that the carpet steam cleaning was carried out as part of your service. However, as you rightly pointed out, some stains remained, including the one on the stair. These stains appear to be deeply embedded and are not typically removable through standard steam cleaning alone. Addressing such stains would require specialized stain removal treatments, which are not included in our standard carpet steam cleaning service and must be quoted as an additional add-on.

General Cleaning Concerns: For the concerns regarding areas like the bathroom, shower, walls, and dishwasher corners, we respectfully request that a final inspection be conducted at the property by your real estate agent or property manager. Once you receive the Exit Condition Report, kindly share it with us. We will then be happy to arrange for our cleaner to return and address any items noted in the report under the guarantee.

We are truly sorry to hear that your calls for a manager were not returned on Saturday. Please be assured that this matter has now been escalated internally to ensure better responsiveness and communication moving forward.

We understand your frustration and regret that your experience has not been as seamless as it should have been. While we are unable to offer a refund at this stage due to the re-clean not being granted, we remain committed to resolving the matter in accordance with our guarantee. We strongly encourage you to take advantage of the re-clean offer, as it remains the most direct path to rectifying any outstanding concerns.

Thank you again for taking the time to share your feedback. We remain available and willing to assist you further and look forward to receiving the Exit Report or specific agent feedback so we can take the next steps.

Warm regards, Team BCIC

Réponse de Bcic

23 juil. 2025

Dear Vanessa, Thank you for sharing your feedback. We sincerely apologize for the inconvenience and distress caused during your experience with us. We understand how important a smooth vacate cleaning process is, particularly under time-sensitive circumstances, and we're truly sorry that we fell short of your expectations on this occasion.
First and foremost, we acknowledge the disappointment caused due to the carpet cleaning service not being completed by our technician. Once this came to our attention, we immediately processed a full refund for the carpet cleaning portion of your booking. We understand this aspect alone added unnecessary frustration to your overall experience, and for that, we are deeply sorry.

Regarding the bond cleaning service, as soon as you informed us that the property required further attention following the real estate inspection, our team promptly organized a re-clean in good faith and in line with our bond-back guarantee. Our goal with every re-clean is to ensure that all missed areas are addressed to the satisfaction of both the customer and their property manager.

Unfortunately, despite our efforts during the re-clean, you later informed us that the service still did not meet expectations, and that your real estate agent had to arrange a third-party cleaner over the weekend. We truly regret that the situation escalated to this point and that it caused you undue stress during your move.

Following your update and the invoice you provided from the real estate agent’s cleaner, our team conducted a thorough review. The invoice indicated that a complete bond clean was carried out. However, considering that our cleaners had already returned and rectified several of the initially missed areas, and the entire clean had not failed, it was determined that only certain areas may not have been up to standard.

Based on this assessment — taking into account our standard inclusions and exclusions — we calculated a partial refund reflective of the failed areas. This refund offer was communicated to you and subsequently accepted. As soon as we received your acceptance, our team processed the refund without delay.

We truly regret that your experience with us did not reflect the high standards we aim to maintain. Our intention has never been to overpromise or underdeliver, and we sincerely apologize if our communication at any stage was lacking. Please be assured that your feedback has been shared with the relevant departments to ensure we continue improving our service and communication processes.

Once again, we are sorry for the inconvenience and the outcome of this experience. We value your feedback and the opportunity it gives us to do better in the future.

Kind regards, Team BCIC

Réponse de Bcic

23 juil. 2025

Dear Sylvia, Thank you for your feedback. We are truly sorry to hear about your disappointment with our service and any inconvenience this may have caused you. At BCIC, we take customer satisfaction seriously and always strive to provide clear communication regarding our services and policies.
We would like to take this opportunity to clarify a few important details regarding your booking. At the time of scheduling, our team informed you that the service provided was a spring cleaning, which does not include a guarantee, re-clean, or refund policy. Customers are advised to inspect the property immediately after the service while the cleaners are still present. This allows us to promptly address any concerns on the spot. Alternatively, any requests for a re-clean or refund must be submitted within 24 hours of job completion.

In this case, your cleaning was completed on 12th March 2025, but we were only informed of your concerns on 18th March 2025, which is well beyond the required timeframe. Due to this, we are unable to process a refund request in accordance with our policy.

However, as a gesture of goodwill and to demonstrate our commitment to customer satisfaction, we have offered you a $50 gift voucher, valid for one year, which can be used towards any of our cleaning services.

We understand that this may not be the resolution you were hoping for, but we always encourage customers to reach out to us within the specified timeframe so we can address any concerns effectively. If there is anything else we can assist you with, please do not hesitate to get in touch.

Best regards, Team BCIC
BCIC

Réponse de Bcic

23 juil. 2025

Dear Leigh, Thank you for sharing your feedback and bringing this matter to our attention. We are genuinely sorry to hear about your disappointment and the inconvenience caused to both you and your tenants.
At BCIC, we strive to uphold the highest standards and ensure every customer is satisfied through our 7-day reclean guarantee. In this instance, as soon as the customer informed us that a reclean was required, we immediately attempted to coordinate this with our cleaning team. Unfortunately, due to unforeseen circumstances, we were unable to proceed with the reclean as planned. Our cleaners in the Sunshine Coast area were fully committed to other jobs, and the original cleaner assigned to the property encountered a medical emergency, leaving us without a suitable alternative resource.

We understand how frustrating this situation must have been and how important a seamless process was for both you and the tenants. We deeply regret the inconvenience caused. After carefully reviewing the missed areas against our standard inclusions and exclusions, we extended a partial refund offer to the customer, which they accepted to resolve the matter amicably.

While this outcome fell short of both our standards and your expectations, please rest assured that we are actively reviewing our processes to prevent similar situations in the future. Your feedback is incredibly valuable in helping us improve, and we hope to have the opportunity to demonstrate a much better experience in the future.

If there is anything further you would like to discuss, please feel free to reach out to us directly at support@bcic.com.au.

Kind regards, Team BCIC
BCIC

Réponse de Bcic

23 juil. 2025

Dear Aidan, Thank you for sharing your experience with us. We sincerely regret any frustration or inconvenience caused and appreciate your patience while we reviewed this matter.
To clarify, the initial quote provided at the time of booking was based on the property details shared over the phone. As with all estimates, the final cost may vary depending on the actual condition of the property and any additional areas requiring cleaning. In your case, the original quote included steam cleaning for two bedrooms and one living area. However, the hallway and staircase were not initially mentioned as requiring steam cleaning, which led to the additional charge.
We understand your concerns regarding the coordination on the day of service and apologize if this did not meet your expectations. Please know that our team strives to provide clear communication and transparency in our pricing, and we regret any misunderstanding that may have occurred.
That said, we truly value your feedback and wanted to ensure a fair resolution. Our management offered you a goodwill resolution, which you have happily accepted. We hope this has helped address your concerns and appreciate your understanding.
If you have any further questions or need any assistance, please feel free to reach out.
Best regards, Team BCIC

Réponse de Bcic

23 juil. 2025

Dear Kyle, We sincerely apologise for any inconvenience caused and appreciate you taking the time to share your feedback. After reviewing your case with our management team, we would like to provide clarification on the concerns you raised.
1. The initial quote provided was based on the assumption that your property was unfurnished, as per the details given at the time of booking. However, when our cleaner arrived, the property was furnished, which led to a misunderstanding regarding the scope of work.

2. Our quote clearly states that it is an estimate, and additional charges may apply depending on the actual condition of the property upon inspection.

3. Upon arrival, our cleaner assessed the property and determined that an additional six hours of cleaning were required to bring the areas up to bond cleaning standards. However, you declined this recommendation.

4. Given this, we provided you with the option to proceed with the cleaning without a guarantee for the upsell areas, but you chose not to go ahead with this arrangement.

5. Our team and cleaner waited for one hour to get your approval before proceeding, but as you declined the service, the booking was cancelled as per your request.

6. Regarding your concern about email configuration, we want to clarify that we do not have control over email settings. You are the first customer to raise such an issue, and unfortunately, we are unable to address this request.

As per the terms agreed upon at the time of booking, which include cancellation charges and the estimated nature of quotes, we are adhering to the cancellation policy. However, we have already processed the refund for the remaining amount to your original payment method, as communicated in our previous email.

We truly regret that your experience did not meet expectations, and we appreciate your understanding. If you have any further concerns, please feel free to reach out.

Best regards, Team BCIC

Réponse de Bcic

25 juil. 2025

Dear Alex, Thank you for taking the time to share your feedback. We sincerely regret the experience you have described and would like to clarify our position regarding your concerns.
First and foremost, we would like to apologize for the misspelling of your name in our previous email. This was entirely unintentional, and we deeply regret any offense it may have caused. Please accept our heartfelt apology for this error.

After reviewing your reclean request and conducting an investigation, we would like to provide an update and clarification on the situation:

Bond Clean Conducted – 26th January 2025: Our cleaners completed the bond clean at your property. Certain areas, including grout in the shower and rust marks on the shower handle, were identified as "No Guarantee" areas due to their condition. You were informed about this, and we received confirmation of your understanding.

Reclean Request – 3rd February 2025: We received your request for a reclean and the following areas were listed as missed: Stovetop was not properly cleaned. Dirty water marks on the skirting board next to the dishwasher. Skirting boards around the property were dusty/uncleaned. Grout in both bathrooms and the shower was not cleaned. Walls and switches had dust, grime, and water drip marks. Floors had residue and shoe marks.

Reclean Conducted – 5th February 2025: We scheduled and completed a reclean with your consent to scrub the stovetop and address the listed areas.

Additional Concerns Raised – 12th February 2025: You later informed us that the cleaning was still unsatisfactory. We requested an itemized invoice from you for further review.

Review of Itemized Invoice: Upon reviewing the invoice, we found that the list of missed areas in the invoice included multiple additional areas that were not communicated to us at the time of the reclean request. As our resolution was based on your initial list of concerns, we offered compensation equivalent to one hour of cleaning, which we believe would have fairly addressed the reported areas.

Final Resolution: Since the areas in the itemized invoice were only brought to our attention after the reclean and were not included in your initial request, we cannot consider them for a further refund. We stand by our previously offered resolution, which we believe is fair and reasonable.

We understand that this situation has been frustrating for you, and we regret that we could not meet your expectations.

Best regards, Team BCIC

Réponse de Bcic

25 juil. 2025

Dear Beau, Thank you for sharing your feedback. We are truly sorry to hear about your experience and regret any frustration caused during your bond cleaning service. Our goal is always to provide transparent communication and high-quality service, and we apologize if we fell short of your expectations.
Upon reviewing the exit report you provided, the only areas marked as missed were the rug, cushion, and couch. We want to clarify that our quote was specifically for bond cleaning, which does not include rug, carpet, cushion, or couch cleaning unless explicitly added as separate services. These additional cleaning services were not included in your initial quote, which is why they were not part of the completed work.

Given this, a reclean is not applicable in this case, as the reported missed areas were not included in the booked service. We regret any misunderstanding and truly appreciate your patience regarding this matter.

If you have any further questions or concerns, please don’t hesitate to reach out. We value your feedback and are always looking for ways to improve our service.

Best regards, Team BCIC

Réponse de Bcic

25 juil. 2025

Dear Aleks, Thank you for taking the time to share your feedback. We sincerely regret to hear about your experience and understand how frustrating this situation must have been for you. Please accept our deepest apologies for the miscommunication and any inconvenience caused during the cleaning process.
We acknowledge that there was an issue with the carpet cleaning, and we regret that this was not communicated to you in a timely manner. Our team strives to keep customers informed, and we recognize that this should have been handled better. The initial cleaner assigned to the job was unable to proceed due to unforeseen circumstances, and while we arranged for an alternative solution, we understand that the lack of proactive updates added to your frustration. We truly appreciate your patience during this process.

Regarding the range hood glass, we want to assure you that we take property damage concerns very seriously. Our cleaner has taken responsibility for replacing the glass, and arrangements have already been made to source a new one. The cleaner will provide you with an update by end of today regarding the installation. We sincerely apologize for the stress this caused and appreciate your cooperation as we work to resolve this matter.

We understand that your overall experience did not meet expectations, and we take your feedback seriously to improve our service and communication. Our team remains committed to addressing your concerns, and we truly appreciate your patience. Please feel free to reach out if there’s anything further we can do to assist you.

Best regards, Team BCIC