Complaints

This profile includes complaints for Bay Breeze Chem-Dry's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bay Breeze Chem-Dry has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bay Breeze Chem-Dry

  819 208th St Pasadena, MD 21122

• 

  Bay Breeze Chem-Dry

  7842 Tick Neck Rd Pasadena, MD 21122

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Bay Breese Chem Dry in order to have them clean carpet of two small bedrooms, hallway, and steps. I made them aware that I just bought the house and there was a serious cat urine smell. They assured me they could get rid of the smell with their products and guarantee their work. The quote was $150. After the guy came out, I paid $445.78 in all. He said I required additional chemicals to get rid of the smell. They told me it would take 24 hours for the smell to go away. Two hours after leaving the carpet dried and you could see dirt spots all over the rug. Within 5 hours the smell got worse. The next day I called the company and was told to give it 24 hours and call back. I waited 48 hours, and the smell was worse than before they came. When calling the owner of the company, I was told that when they come back out to treat the carpet I would have to pay again for the chemicals being used, which is about $70 a gallon. She also said, "I hope you did not waste your money" to which I said, I thought you guaranteed your product. Then was accused of trying to clean it myself and that's why it did not work. I told them I already over paid for carpet cleaning for carpets that are dirty and would want them to come back our for free and do the job correctly. I was told that would not happen. I was accused of trying to get a free carpet cleaning. When I tried to explain the extent of dirt, smell and stains on the carpet still, I was hung up on. I called back and she acknowledged she did hang up on me because I just want a free carpet cleaning and if we do not come back out for free to redo the carpets you are saying you will take action. I do not see anything wrong with asking for the job to be done correctly after already paying $445.78. I was not asking for my money back, just asking it to be done correctly. After their conduct, I do not want them in my house. I do not trust their work, their products, or their professionalism.

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/02) */ On 8/12 the customer called to schedule an appointment for cleaning and pet urine removal. We scheduled the appointment for 8/27 at 8:30 A.M. The conversation consisted of me giving an estimate for the carpet cleaning for 2 rooms, set of stairs and hallway of $179 and I also explained that the pet Urine treatment would be determined once the tech arrived and evaluated with the blacklight where the urine was and at that time he would give an estimate on the approx amount of gallons and additional cost it may take to treat the urine areas that he could see and she would be well aware of the additional charge before he started the cleaning and treatment. It was also explained in advance by me that we cannot treat urine on the walls or baseboard since our product needs to penetrate for 24 hrs to eliminate the odor, Our tech saw a lot of urine on the walls & baseboards and also showed the customer and again explained that we can't treat the walls and baseboards. The customer called back the next morning which was a Sunday and left a message which I responded to immediately. She said she still smelled urine and I ask her if it was still damp in those areas that were treated and she said yes and I explained again to give it the full 24 hrs and if the areas we treated still had the odor that we would absolutely come back out and re-treat those areas at no charge. The customer called me 2 days later and said the house still smelled, I tried desperately to find a time for her to let us come back out that was convenient for her and finally we agreed on the following Friday 9/1. As we were talking she said there were areas the tech did not treat that she was smelling the urine so I explained that if the areas that we treated still had the odor we will do at no additional charge but if there were other areas that needed to be treated for the urine there would be an additional fee. The techs sometimes cannot see areas if someone had attempted to clean the urine previously (she explained she just bought the house so previous owners could have used products on the carpet), with some products it takes the glow away so the only thing we can do if there is still urine odor after 24 hrs is have our techs actually get down and smell areas to try to find the urine and I tried to explain this to her but she just kept saying she was cancelling her credit card payment to us and was NOT going to pay for ANY additional areas if needed and continued to tell me she was going to cancel her card payment. I did everything I could to resolve this matter and she was not cooperative at all. She just kept saying she wanted her money back. We always stand by our work and it is very unfair for a customer to say if additional services are needed above what was done "I will not pay for anything additional". We did the service she ask for and were willing to come back out and inspect (and fix if needed) the areas we cleaned & treated and even get on hands and knees to find the additional urine she was speaking of since it did not glow. In closing, we provided a service which we stand behind. If there is an issue with the service we provided we need to have the opportunity to fix it.