Bcic Reviews 146

Reply from Bcic

Jul 28, 2025

Dear Ali, Thank you for taking the time to share your feedback.
We are truly sorry to hear that your experience did not meet expectations. We understand that moving out can be a stressful time, and we sincerely regret any inconvenience caused during what should have been a smooth and straightforward process.

To provide clarity, the service was booked on 11th July for 13th July, and the team commenced work within the confirmed timeframe. Following feedback from the property manager regarding a few areas requiring further attention on July 14th, a reclean was scheduled promptly for July 16th.

As part of our service process, we requested access details for the reclean on 15th July. The key collection point advised was outside our standard 10km key pickup radius, and a $50 fee was proposed to cover the additional travel one way. We understand that this may have been unexpected, and we genuinely appreciate the effort made to coordinate access within our service area so the reclean could proceed as scheduled.

After the reclean, a refund request was raised on 17th July, with concerns that further cleaning was carried out by a third party. We requested documentation or images outlining the specific concerns, and on 23rd July, supporting material was received for review.

A comprehensive internal review was conducted, taking into account the original and reclean services, communication history, and the evidence provided. Based on this review, it was determined that the primary concern—balcony floor stains—fell outside the scope of our standard cleaning package, which includes sweeping and mopping only. Efforts were also made to address stovetop rust stains, although the removal of rust is not guaranteed as per service limitations.

Additionally, our team member reported unexpected circumstances during the reclean that affected their ability to work within the agreed scope. Despite this, the reclean was completed in good faith, and we believe the service obligations were fulfilled. While a monetary refund was not possible, a goodwill voucher was offered as a gesture of commitment to customer care.

We genuinely regret that the experience was not as seamless as intended. We are committed to continually improving our service delivery, communication, and customer support based on feedback like yours.

If there’s anything further you’d like to discuss, please feel free to contact our team at support@bcic.com.au. We're here to help.

kind regards, Team BCIC

Reply from Bcic

Jul 26, 2025

Dear Nick,
We are genuinely sorry to hear how upsetting this experience has been and truly regret the frustration and dissatisfaction caused. It’s never our intention to leave any customer feeling disappointed—let alone compelled to redo work that was paid for—and for that, we sincerely apologise.
Before the service, our team conducted a standard pre-clean inspection and identified that several areas—particularly the bathroom, toilet, kitchen, and marked surfaces—required deep cleaning due to the overall condition of the property. This information, including the $130 upsell, was clearly communicated and approved prior to proceeding with the clean.
While our cleaners made every effort to complete the work to the best of their ability, certain areas could not be restored to a like-new condition. This included grout on the bathroom floor, deep or permanent marks on walls (including near the staircase and main entrance), and some long-standing surface stains. These were noted as “no guarantee” items before the job began, as these types of marks can sometimes fall under wear and tear or be beyond what professional-grade chemicals can remove. We understand that seeing some of these marks still present after cleaning—especially after additional payment—was frustrating, and we deeply regret the disappointment it caused.
It was certainly never our intention for the customer to feel the need to clean again after our visit. We also acknowledge that multiple follow-ups regarding feedback may have felt intrusive, and we apologise if that added to the overall frustration.
Please know that this feedback has been taken seriously and will be used to improve both the quality of our service and the clarity of communication regarding what can realistically be achieved, especially in properties requiring deeper restoration work.
We truly regret the way this experience unfolded and offer our sincere apologies for the inconvenience and distress it caused.
Kind regards,
Team BCIC

Reply from Bcic

Jul 25, 2025

Hi John,
Thank you for sharing your feedback!

We sincerely apologize for the initial scheduling issues and appreciate your patience. We're glad to hear that, despite the hiccups, our team delivered a quality clean and that you're happy with the final result.

Your satisfaction means a lot to us, and we're grateful you gave us the opportunity to make it right. If you ever need our services again, we’d be more than happy to assist.

Wishing you all the best,
The BCIC Team

Reply from Bcic

Jul 25, 2025

Hello Bridgette,
Thank you so much for giving us a chance and for sharing such kind words!

We’re thrilled to hear that you were happy with the service and that our cleaner exceeded your expectations. We’ll do our best to identify and pass along your compliments to her—our team takes great pride in their work, and feedback like this truly means a lot.

It’s wonderful to know that your home has never looked cleaner, and we’re glad we could help make the process stress-free. We hope to assist you again in the future, and we’ll be sure to send the same amazing cleaner if she's available.

Thank you once again for your trust and support!

Warm regards,
The BCIC Team

Reply from Bcic

Jul 25, 2025

Dear, Ahmed,
Thank you for your kind words!

We’re glad to hear you were happy with our service. Your feedback means a lot to us, and we truly appreciate your support.

If you ever need assistance again, we’d be more than happy to help.

Warm regards,
The BCIC Team

Reply from Bcic

Aug 11, 2025

Dear Gregg,
Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience with us did not meet your expectations. We understand how important a smooth and reliable service is during the moving process, and we sincerely apologise for any additional stress or inconvenience this may have caused.

At BCIC Services, we strive to provide transparent communication and dependable service to every customer. We’d like to offer some context regarding the circumstances surrounding your booking and job cancellation.

The service was originally scheduled on 21st July for 23rd July. As outlined in the quote and job confirmation email, our policy requires full payment to be made at least 24 hours prior to the scheduled service. This policy is in place to help us allocate resources efficiently and ensure our cleaning teams are fully prepared.

On 22nd July, we received a request to cancel the booking, with the reason being a preference to pay after service completion—something that was not communicated to us at the time of booking. Since the cancellation was made within 24 hours of the scheduled service, a $250 cancellation fee applied as per our terms and conditions accepted while booking the service. However, in an effort to be fair and understanding, we charged only the $100 as a cancellation fee and waived the remaining $150, despite resources already being allocated for the job.

We’re truly sorry if any part of this process felt unclear or disappointing. Our team always aims to approach each situation with empathy and professionalism, and we regret that your experience did not reflect the high standards we set for ourselves.

Once again, we sincerely apologise for any frustration caused. We appreciate your feedback and remain committed to improving our services wherever we can. If you would like to discuss this further, please don’t hesitate to contact our support team directly at support@bcic.com.au

Warm regards,
Team BCIC

Reply from Bcic

Jul 23, 2025

Dear Lynette, Thank you sincerely for taking the time to share your feedback. We’re truly sorry to hear that your experience with our bond cleaning service did not meet your expectations. We understand how stressful moving can be, and we appreciate the opportunity to address your concerns.
Your bond clean was scheduled for May 30th, within a time window of 6:00 AM to 8:00 AM. Our cleaner arrived at 6:30 AM to commence the job. During the service, several areas—such as the external windows, an additional downstairs room, the scratched sink, and marked walls—were assessed and, unfortunately, could not be included under our bond-back guarantee. These exclusions were due to either their condition or the nature of the existing damage.

Our team made an attempt to reach out and communicate this in real time. When direct contact could not be made, we sent a “No Guarantee” notification via text and followed up with an email to ensure the message was received.

Subsequently, concerns were raised regarding some of these non-guaranteed areas, particularly the wall marks and sink condition. In response, our team promptly requested the official exit report from the property manager. This report plays a vital role in our re-clean process, as it ensures any follow-up work aligns precisely with the property manager’s assessment and prevents any potential oversights.

In this case, a re-clean could not be arranged, as the report was not received; instead, information was received about the property being cleaned by the third party. As outlined in our service policy terms, a re-clean opportunity must be provided before a refund can be considered, to give us a fair chance to rectify any issues.

We truly regret that this situation left you feeling unsupported. While our team followed internal procedures and made efforts to communicate clearly, we recognise that your overall experience did not reflect the standards we aim to uphold.

Your feedback has been taken seriously and shared with our operations team as part of our ongoing efforts to improve both service quality and customer communication. We genuinely value every client’s experience, and we appreciate you giving us insight into where we can do better.

If there’s anything further we can clarify or assist with, please don’t hesitate to reach out to us at support@bcic.com.au. Once again, we sincerely apologise for any inconvenience caused.

Warm regards, Team BCIC

Reply from Bcic

Jul 25, 2025

Dear Thomas,
Thank you for sharing your experience. We’re truly sorry to hear that you were dissatisfied with certain aspects of the service and appreciate the opportunity to respond.
We’d like to clarify that the additional 1.5 hours charged were due to the inclusion of fridge cleaning and dining area carpet, which were not mentioned at the time of booking. The charge was not due to the condition of the property, as noted in your review, but rather for these specific add-ons requested on the day of service.
Regarding the quoted hours, they reflect our minimum call-out time for a standard bond clean. The actual time spent on-site may vary based on the cleaner’s efficiency and the scope of work. We’re glad to hear that you were satisfied with the quality of the cleaning, which indicates our cleaner worked diligently to meet expectations.
While we truly understand your frustration and concerns, we would like to respectfully clarify that since the property successfully passed the final inspection, a refund is not possible in this case. That said, we genuinely value your feedback and the time you've taken to share your experience.
As a sincere gesture of goodwill, we’d like to offer you a $50 gift voucher, valid for one year, which can be used toward any of our future bond or spring cleaning services. We hope this can, in some small way, make up for the inconvenience you experienced.
We appreciate your feedback and the opportunity to improve. Please don’t hesitate to contact us if you have any further questions.
Kind regards,
The BCIC Team

Reply from Bcic

Jul 25, 2025

Hi Sandra,
We’re truly sorry to hear about your experience and deeply regret the frustration and disappointment you’ve expressed. Moving can be a stressful time—especially when relocating interstate—and we understand how upsetting it must have been to feel let down during an already demanding process.

We want to clarify that in line with our re-clean policy, we offer two options to move forward: either by providing the official exit report or by submitting a clear list of issues along with supporting images. Second option was chosen, and based on the list and photos provided—which were confirmed as final—we arranged and completed the re-clean. At that time, we also explained that no further areas could be considered beyond the finalised list, to ensure clarity and avoid any misunderstandings.

Following the re-clean, further items were brought up by the property manager. As these were not included in the original scope and also due to ongoing maintenance work in the bathroom, we were unfortunately unable to return again. We truly understand how frustrating this must have been and we’re very sorry that this experience left you feeling unheard.

We genuinely value all feedback—especially when it highlights areas where we can do better. Please know that your concerns have been taken seriously and we’ll continue working to improve the way we support and communicate with our clients.

Wishing you all the best in your new home,
Team BCIC

Reply from Bcic

Jul 25, 2025

Dear Azi,
We’re truly sorry to hear that your experience with us was disappointing, and we sincerely apologise for any confusion and stress caused. We understand how important it is to have clarity around what’s included in a service especially when you’re dealing with the pressures of moving and we regret that things did not go as smoothly as they should have.
After carefully reviewing your booking, it appears that carpet cleaning may not have been clearly noted or confirmed during the initial scheduling process. This could have been due to an error or miscommunication, and we take full responsibility for any oversight on our part. That said, we’re pleased to confirm that carpet cleaning was completed on the day of the service along with the rest of the clean, and the overall job was carried out to standard.
We completely understand how such uncertainty can leave you feeling frustrated especially when it impacts your time and finances. Please know that we are committed to improving our internal processes and communication, so situations like this do not happen in the future.
Your feedback is extremely important to us, and we’re grateful that you brought this to our attention. Once again, we’re very sorry for the confusion and any inconvenience it may have caused.
Kind regards,
Team BCIC

Reply from Bcic

Jul 25, 2025

Dear Blake,

We’re truly sorry to hear about this experience and deeply regret the frustration and inconvenience caused. It’s completely understandable how difficult the moving process can be, and it’s disappointing to know that the service did not meet expectations during such a critical time.

After carefully reviewing your case, we’d like to offer some clarity around the sequence of events and the steps we took in response to your concerns. When you first reached out to request a re-clean, we asked as part of our standard policy, for either the official exit report from your property manager or a list of the missed areas along with supporting images. Images were submitted, which we appreciated, and in response, we sent a detailed email with above options outlining the next steps and requested confirmation of the areas you'd like us to address.

It was mentioned that a list can be obtained by the real estate agent. We waited to hear back, but when you followed up, it was informed that the agent was unable to provide a report or list. We completely understood that and reassured that the list didn’t have to come from the agent, we just needed a simple list from your side to proceed with the re-clean. This helps ensure clarity for our cleaning team and avoids any confusion during the follow-up visit.

However, the very next day, it was informed again that the agent could not provide the list, and we again tried to clarify that the list could simply be provided from your end. Despite our efforts to proceed and resolve the matter, we were informed shortly after that another cleaning company was hired to re-do the work.

At that point, we explained that since a re-clean opportunity had not been provided to us, we would not be able to offer a refund or take the matter further, in line with our service policy. Even after this, we remained open and invited you to share an exit report or any final evidence for review. Unfortunately, we did not receive any further response.

We understand how upsetting this situation must have been, and we are genuinely sorry that our efforts to assist didn’t meet your expectations. Please know that our team made every attempt to work with you and resolve the issue through a re-clean, which remains our priority in any service concern.

We truly value your feedback, as it helps us identify areas where we can continue to improve our communication and service delivery. We’re sorry again for the experience and wish you all the very best moving forward.

Kind regards,
Team BCIC

Reply from Bcic

Jul 25, 2025

Dear James,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience with us left you feeling disappointed and frustrated. This is never the experience we want any of our customers to have.
We understand how stressful the moving process can be, and we regret that our service did not meet your expectations in terms of communication and coordination. Please know that we take all feedback seriously, and your concerns have been thoroughly reviewed by our team.
To clarify, a re-clean was arranged and completed, and we’ve since received confirmation that the property met the required standards during the final inspection. While we are pleased that the result ultimately met expectations, we acknowledge that the process should have been smoother and more transparent for you.
As a sincere gesture of goodwill, we’d like to offer you a $50 gift voucher, valid for one year, which can be used toward any of our future bond or spring cleaning services. We hope this can, in some small way, make up for the inconvenience you experienced.
We sincerely apologise for any confusion caused by our communication or quoting process, and we will be using your feedback to improve how we support our clients going forward. Your experience matters to us, and we genuinely regret that we did not deliver the level of service you deserve.
Kind regards,
Team BCIC

Reply from Bcic

Jul 23, 2025

Dear Lac, Thank you for taking the time to share feedback regarding the recent bond cleaning service. We regret that the experience did not meet expectations and fully understand the stress often associated with moving. To clarify, the bond cleaning, carpet steam cleaning, and pest control services were completed on June 2nd. It was communicated and agreed that certain areas were not covered under our service guarantee, which was acknowledged. A request for a reclean was received on June 4th, with a preferred completion time before 5 PM the following day. Our team attended the property as scheduled and carried out the reclean. As part of our process, completion details are only provided once our cleaners have confirmed the work has been finalised, and before that, we received your call for further feedback on reclean. Subsequent feedback raised concerns regarding specific areas—namely, the blinds, sink, and floor. In response, we shared a link to the “No Guarantee” images, which can reflect that the area in question was under no Guarantee. A more detailed email outlining further concerns was also received and reviewed. To assess the situation properly, we requested a copy of the agent’s inspection report, and communication was received confirming this would be shared once available. The following day, we were informed that a third-party cleaner would be engaged for rectification, and a full refund was requested. In response, we asked for supporting documentation to evaluate the claim. An invoice for $143 related to shower cleaning was submitted, accompanied by a message expressing dissatisfaction and an intention to escalate the matter to external authorities. Based on the documentation and evidence received, an initial goodwill offer of $100 was extended. This was later revised to $140, taking into account the issues raised, specifically the blinds, floors, and shower. It’s important to note that wall washing was not included in the original service scope. Additionally, no concerns were raised regarding the completed carpet steam cleaning or pest control services. Following our internal assessment, we believe the revised offer of $140 is a fair and final resolution. If there is a wish to discuss the matter further or provide additional documentation, our team remains available and committed to resolving concerns in a professional and respectful manner. Kind regards, Team BCIC

Reply from Bcic

Jul 23, 2025

Dear Lucy,

Firstly, please accept our sincere apologies for the inconvenience you’ve experienced throughout this process. We fully understand how crucial it is for services—especially bond cleaning tied to strict handover deadlines—to be delivered on time and to a high standard. We truly regret that your experience fell short of the expectations we strive to uphold.

As soon as we were made aware of your dissatisfaction and request for a reclean on the same day, our team immediately contacted the original cleaner and asked him to return to your property. Unfortunately, due to prior commitments, he was unable to attend that day but did confirm availability for the following day.

We promptly shared this with you and sought your approval for a next-day reclean. However, we completely understand your concern about the real estate office being closed the next day and the requirement to return the keys on the same day, which made a next-day visit unworkable.

In response, we urgently explored alternative solutions and attempted to source another cleaner who could attend that same day. Regrettably, due to the short notice, we were unable to secure an available professional.

Given these constraints, we advised that we could offer a refund based on the areas that were missed. To proceed with this, we kindly requested a detailed list of the missed areas along with supporting images so our team can assess them against our service inclusions and exclusions and determine an appropriate refund.

As of today, we have not yet received this information. We kindly ask that you please email the list and images to reclean@bcic.com.au at your earliest convenience so we can continue with the resolution process.

If there is still an opportunity to arrange a reclean at the property, we would be more than happy to organise this and ensure the missed areas are properly addressed.

Once again, we sincerely apologise for the inconvenience and thank you for your patience and understanding. We remain committed to resolving this matter to your satisfaction.

Warm regards,
Team BCIC

Reply from Bcic

Jul 23, 2025

Dear Adam Munro, Thank you for reaching out to us. We sincerely apologize if our communication or service did not meet your expectations. We appreciate the opportunity to clarify the situation.
As always, our bookings are made based on an initial quote, which is an estimate provided at the time of booking. This estimate is based on the property details you shared with us over the phone. Upon arrival, our cleaner assessed the property and noted that the shower glass in both bathrooms had a heavy buildup of soap scum, and the oven was significantly soiled.

Due to the condition of these areas and others too, the cleaner advised that additional time would be required to clean them thoroughly. We immediately reached out to inform you of this and requested your approval for the additional hours and charges. However, this request was declined.

As a result, we advised that while our team would still clean the affected areas to the best of their ability within the originally quoted time, we would not be able to offer our Bond Back Guarantee for those specific areas. You acknowledged and accepted this at the time.

We truly regret any confusion or inconvenience this may have caused. We believe that if the upsell had been approved on the day of service, our cleaner would have been able to dedicate the additional time required to bring those areas up to Bond Back Guarantee standards. To clarify, the Bond Back Guarantee does not apply to the areas for which additional time was declined and were therefore marked as "No Guarantee."

We are more than happy to arrange a re-clean for any areas that fall within our standard inclusions and were covered under the guarantee. However, we will not be able to offer a re-clean for the areas marked as "No Guarantee."

Thank you again for your understanding. Please don’t hesitate to reach out if you have any further questions. Kind regards, Team BCIC