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.

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  Bay Breeze Chem-Dry

  819 208th St Pasadena, MD 21122

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  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:05/16/2025

  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.

  We had an issue with our carpets due to the previous owners having a cat that they took in. My cat has never peed on carpets prior - but due to the previous owners cat she started to mark in those areas. I spoke with Bay Breeze and they said their pet urine remover was expensive but it would do the trick. Originally expected to pay around $200 but due to all of the spots- it added up to about $700. Which, we were happy to spend if it was going to do the trick. It was told those spots would dry in 48 hours but it took about a week and once it was dry I used a black light on my areas of concern and I still saw urine. I figured maybe it was just an old stain. Due to family related emergencies, work trips and being out of town I hadn't gotten around to sending a message to the company and thought it would be fine. However 2 weeks ago I started to notice a smell and found out that those spots were still old urine that were missed (my 2 main spots of contention) and my cat was remarking. Here's where I have a problem with how this company handled my concern. Yes, I understand it was a lot of money but if it fixed our problem - it was money well spent. I had my mom reach out to the company due to a hectic work schedule and she was there at the time. They said they'd send someone out. I was hoping they'd make it right and at least just offer to retreat the 2 spots. Well they had no intention of ever helping us and making it right. We were not even asking for money back but just to help- he said he would but would charge us again. Why would we pay more for something that wasn't fully done to begin with? He said it was a 'fresh stain' -- and yes of course it is because she is still continuing to mark the old stain. I took the morning off of work to meet ****. My husband called the office and they said no but we could repay. Again, wasn't truing to get money but just to finish the job. Ive never had an experience like this in my life. Terrible business practice.

  Business Response

  Date: 05/17/2025

  The customer's carpet was treated on 3/19 for cat urine, we have to treat the spots all the way to the floor to be sure to reach all of the urine, the customer was told as all customers are that the areas we clean that do not have urine will dry within a few hours however, the areas of urine that are treated have to remain damp with the treatment for a minimum of 24 hrs to treat the urine. We always tell them it could take days to dry but after 24 hrs you can put a fan on it but not before 24hrs.

  We always guarantee the areas we treat the urine odor will be gone which would be able to be detected (smelled) within the first few days. We received a call back on 5/7 from her mother asking us to come back out. We said certainly since we stand by our work(even though they should have called earlier and not waited 7.5 weeks later to call). I explained if it was an area that we treated we would certainly take care of it at no charge but if it was FRESH urine there would be an additional charge, the mother understood this, our calls are recorded so I do have that call available if needed.

  Once the tech went out he can tell by the color of the glow under a blacklight if it is fresh  urine or treated spots. The areas of concern they said their cat is urinating on and are saying it is because there was still a smell there from 7.5 weeks ago. I spoke with her husband ***** the day we went back and he said yes the cat is peeing on the carpet and it is right next to the litter box. This is a situation where we cannot train the cat and it could be several things causing the cat to go on the carpet, behavior issues, unclean litter box etc... Like I explained earlier we would be glad to take care of areas of concern we are responsible for treating previously but 7.5 weeks to have to clean fresh urine at no charge every time he urinates. We NEVER guarantee pets will not go back to the areas. I do not feel like we are responsible to clean fresh cats urine at no charge every time it urinates on the carpet. Thank you for taking the time to read this. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23335555
  
  I am rejecting this response because as I fully understand the length of time it took me. I also find it really disheartening that they didn't attempt to just offer to use a quick spot check on those 2 spots. I agree that other spots were taken care of. It is not the behavior of the cat but that the areas were missed. Yes, again we understand thst they are 'fresh' because those spots were missed. I soo wish I had followed up once they were dry and I knew they were missed. I am disappointed that this world has become too money hungry and companies no longer want to help out their customers - just want to take more money. Also, it is no where near her litter box. I was convinced by a tech to do way more spots that I wanted to. So I spent more than I should have to end up in the same spot.

  I sincerely hope you show empathy and help another customer done the road. I was never looking for blame or a refund but just some help with a very frustrating and stressful situation. I had 2 major spots that I was convinced this treatment would work and unfortunately they were missed. 

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/21/2025

  We cannot continue to treat areas where the cat urinates at no charge, as I stated before we cannot guarantee the pets will not urinate on the carpet. The customer stated that it was not near the litter box in her response, I do have a recorded conversation with Bobby  her husband where he stated the spots the cat is continuing to urinate on IS right next to the litter box. My concern is The customer waited 7.5 weeks to call, if we treated these spots the cats behavior has not changed we would be dealing with this again 7.5 weeks from now.  This is a serious concern of mine and then we would be going through a repeat of this same issue since the customer does not understand that we do not guarantee the pets will not go on the carpet again, we guarantee the odor to be gone, if an odor had still existed once we originally treated we should have been notified days later  not almost 2 months later and would have been glad to retreat the areas we had treated at no charge, to expect us to come out  almost 2 months later and treat at no charge is also not fair to us. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23335555
  
  Just wanted to say your company is very unprofessional - my husband misspoke as he had to talk as I was so upset by the way that we were treated. 

  Disappointed in your services. I already said we Understand it took a while - which i apologized for. I would never ask multiple times for a reservice. Just asking for a quick spot hit. That was it. 

  Hopefully BBB can see that this company is very unprofessional and not understanding. 

  Thank you BBB for reaching out. I appreciate your attempt to help with this. 

  
  Sincerely,
  
  ***** *****