Most cleanings go smoothly, but if one doesn't meet your expectations, Batmaid wants to know, and to fix it. Reporting an issue quickly, with a bit of detail, is what lets customer support actually do something about it rather than just apologise. This article covers how to report a quality issue, what to include, and what happens once you do.
How to report an issue?
If you're not satisfied with the cleaning, the easiest way is to rate the cleaning directly in the app or by filling out the received post-cleaning survey email: specify the source of the problem and add any notes, including pictures. This is the ideal way to share a quality issue, since it tracks back directly to the exact cleaning. Alternatively, you can go to “My Cleanings”, select the cleaning in question and leave a review there directly. As a last resort, you can contact our Batmaid's customer support team directly.
Our support team can review the specific issue with your current Batmaid Cleaning Agent, or assign you a different Batmaid Cleaning Agent, whichever is the most favourable approach.
Either way, you should notify Batmaid in writing or by phone within 48 hours of the cleaning for the complaint to be considered.
What information should I include?
If you're contacting customer support via email rather than through the in-app rating feature or by filling out the received post-cleaning survey, please provide the booking date, a description of the specific issue(s) (which rooms or tasks were affected), and photos if possible, all within 48 hours of the cleaning so the case can be properly reviewed. Photos are especially helpful and often requested, since they let customer support assess the situation accurately.
What happens after you report it?
Customer support reviews your complaint, may follow up with the Batmaid Cleaning Agent involved, and proposes a resolution, such as a replacement Batmaid Cleaning Agent for future cleanings. Batmaid typically reviews the situation directly with the Batmaid Cleaning Agent concerned as part of investigating the issue.
Refunds are considered case by case, depending on the nature and severity of the issue. Batmaid doesn't guarantee an automatic refund, but the customer support will review your case and propose the most appropriate solution, which may include a partial credit, a re-clean, or a Batmaid Cleaning Agent change.
Review times vary by case complexity, but customer support aims to come back to you as quickly as possible once they've looked into the situation with the Batmaid Cleaning Agent and any relevant details. Expect a response within around 72 hours after all communication has been provided.
Frequently asked questions
I am not satisfied with the cleaning.
If you're not satisfied with the cleaning, you can rate the cleaning directly through the received post-cleaning survey email or in the app, specify the source of the problem and add any notes, including adding pictures. This is the ideal way to share your quality issue as this tracks back directly to the exact cleaning. Alternatively, contact Batmaid's customer support team. They can review the specific issue with your current Batmaid Cleaning Agent or assign you a different Batmaid Cleaning Agent, should that be the most favourable approach.
How do I report poor cleaning quality?
Contact customer support with details of what was missed or done poorly. You should notify Batmaid in writing or by phone within 48 hours of the cleaning for the complaint to be considered.
What information should I provide?
If you are contacting customer support via email, and not through the rating feature available in the application or the post-cleaning survey email, please provide the booking date, a description of the specific issue(s) (rooms/tasks affected), and, if possible, photos, all within 48 hours of the cleaning so the case can be properly reviewed.
Can I send photos?
Yes, photos are helpful and often requested to support a quality complaint or damage/missing item report, so customer support can assess the situation accurately.
What happens after I complain?
Customer support reviews your complaint, may follow up with the Batmaid Cleaning Agent involved, and proposes a resolution such as a replacement Batmaid Cleaning Agent for future cleanings. You should notify any issue within 48 hours of the cleaning for it to be considered.
Will I get a refund?
Refunds are considered case by case depending on the nature and severity of the issue. Batmaid does not guarantee an automatic refund, but the customer support will review your case and propose the most appropriate solution, which may include a partial credit, re-clean, or Batmaid Cleaning Agent change.
Will Batmaid contact the Batmaid Cleaning Agent?
Yes, in the case of a quality complaint Batmaid typically reviews the situation with the Batmaid Cleaning Agent concerned as part of investigating the issue.
How long does the review take?
The review times vary by case complexity, but the customer support aims to come back to you as quickly as possible once they've looked into the situation with the Batmaid Cleaning Agent and any relevant details. You can expect around 72 hours after all communication has been made.