Complaints

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:10/18/2023

  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.

  On January 18, 2023, I made a purchased a ******* steam shower bathtub unit,directly from Maya Bath, which came with a lifetime warranty for all its components. Our contractor diligently installed this unit in accordance with the provided specifications. Due to the bathtub's unusually tall design, we needed to construct a step around it for practical use, which added to our cost of installation.Regrettably, shortly after installation, we encountered issues with the functionality of the remote controls. This was followed by a highly distressing incident on August 9, 2023, when I activated the steam function and stood inside the shower. At that moment, the entire glass wall of the unit shattered with a loud noise and glass shards blew out. This unforeseen event not only created a hazardous situation but also rendered our bathroom completely unusable.In the aftermath of this harrowing experience, I reached out to Maya Bath on several occasions, providing them with videos and photographs of the incident. However, to my disappointment, I was informed that the glass wall was not covered under the warranty.In an attempt to gain a better understanding of the issue, we consulted with a glass expert who concluded that the cause of this catastrophic failure was a defect in the glass itself. It was evident that the pressure leading to the bursting of the glass emanated from within the material.Our contractor, upon assessing the situation, informed us that replacing the shattered wall would necessitate the removal of all the surrounding panels, as there was no feasible way to access and replace the affected section without this extensive intervention.In light of these circumstances, we have requested a full refund from Maya Bath, asserting that this unfortunate incident is a direct result of both a flawed product design and the use of defective components. Unfortunately, our attempts to communicate and seek resolution from Maya Bath have been met with a frustrating lack of responsiveness and a reluctance to take responsibility for the defects inherent in their product.This situation not only presents a significant inconvenience but also poses a severe safety risk. We trust that Maya Bath will honor their commitment to customer satisfaction and take appropriate action to address these issues promptly and comprehensively.

  

  Business Response

  Date: 10/23/2023

  Hello,
  We regret the inconvenience you've faced due to this issue. While the unit was purchased on January 10, 2023, please note, as previously communicated to the buyer, that glass panels are classified under accidental damage, and hence are not covered by our warranty. Several factors can contribute to glass breaking over a period of 10 months use which is the case here, which is why it falls under this category. Nonetheless, we have offered compensation towards a replacement glass. We are also trying to provide guidance on how the panel can be replaced, given the complexities arising from the Steam Shower installation a challenge resulting from the customer's decision to encase the unit within a wall. Should you have more questions or concerns, please reach out, and we'll strive to support the customer in every way we can.
  
  
  

• Initial Complaint

  Date:04/18/2023

  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.

  Purchased a steam shower whirlpool bath combo unit from the Maya Bath company, located in ***********, **. I went directly to the distributer as no one in our area had them. I could not find anyone who had a bad review at that time for the unit. I wanted a Valencia Model. They didn't have that model available for sometime and offered us the larger, more "updated, better components". issues began immediately and a year and a month it still has leaks we had to replace and repair constantly various washers, hoses and parts we've had 3 separate contractors attempt to fix it and it still degrades. I've paid $6k-7k for the unit Ive Paid over $4,200 for plumbing contractors and another **** for electrical contractors. These "upgraded" components work every now and again but only accidentally. The light "globes" have crumbled and I've been able to put a few back together with super glue. We have a state of the art water conditioning system with an oxygenation system and reverse osmosis. The jets constantly leak rustin thebath There are no stainless steel, bronze, copper fittings all are very cheap and rust. Mind you it started rusting 3 months after use. The monstrosity is warped and has been ever since installation. The electrician had to install an emergency kill switch because the shower water would hit the various lights/faucets buttons and it scred the kids half to death. It's an ominous beast and it's so fragile no one wants to use it. The company, maya bath said they'd give us another one but we had to install and pay shipping and handling for $5k? No no. It's a horrible product. They've said it's the installer? Their website guarantees an installer /life time guarantee. So I was told a lifetime guaruntee?guarantee?? Of what they don't know. This is a dangerous product it creeks and cracks. My walls are completely shot from all the leaks along with my adjoining wood flooring in my bedroom. My floors are buckling now. I am sick about this and I need help.

  

  Business Response

  Date: 04/24/2023

  Hello,

  We regret that you are experiencing frustration with this matter. Please note that orders made through vendors rather than directly through Maya Bath should be directed to the respective vendor for complaint resolution. We apologize for any inconvenience this may cause. Please feel free to contact us if you have any additional questions.
  Best regards,Maya Bath

• Initial Complaint

  Date:03/16/2023

  Type:Product 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 ordered two of the Platinum ***** Steam Showers (a left handed opening version and right handed opening version) at $5,995 each totaling $11,900. Twice we communicated with them the amount of space we had to install them in because all that was offered regarding specs on their website and in the install instructions is the size of the unit. During the communication we've had about this (including a verbal conversation), after asking them how do we install in the space dimensions we have, never once did they disclose that the space was too small for room to work during installation. I just got off the phone with them about this and ***********************, the Sales Manager and who we spoke with before is saying, "We would assume the costumer would know." They have a 20 day return policy once the crates are delivered and a 15% re-shelving fee, if they are returned. One of the crates that came had already been shipped to/opened by someone prior, was returned to their warehouse and they sent it to us as is, with parts of the necessary plumbing needed. This company is misleading and makes it very difficult to get the money back. Please assist us with this. We are asking for cooperation from the business to get these returned and a full refund once they are. Thank you.Regards,******* House ************

  

  Business Response

  Date: 03/21/2023

  Hello,

  According to our website, Maya Bath does not provide installation services and buyers would be responsible for the installation of the units. A customer has inquired about whether the steam shower model they purchased would fit in their existing bathroom, which we confirmed. However, they are facing difficulty installing the unit in a flush closet space, which we did not indicate as a viable installation option. Installing the steam shower outside of the closet and then pushing it into the space would be necessary. We never communicated to the customer that our steam shower could be installed inside the closet space, and we have no intention of misleading the customer. During our phone conversations with the customer, we informed them that the unit would fit in the closet space which it does. We suspect that the customer may have misunderstood our conversation.

  We apologize about the inconvenience this might have caused and if you have any further questions please don't hesitate to contact us.  

• Initial Complaint

  Date:12/01/2022

  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 purchased a sauna October 2021 it was delivered in November 2021. It was installed by a licensed electrician. It caught fire in August 2022, destroying the sauna abd damaging my house. Maya Bath refuses to even evaluate the cause much less take any responsibility for the defective dangerous product. They refused to pick up item or send out someone to evaluate the damage. I was told to remove the defective part, the sauna is melted. I informed Maya bath that this unit was melted, still the wanted me to saw off what I think is defective abd mail this back to them. This company refused to provide a physical address or a name of a contact. This company is selling potentially dangerous products and does not even do a minimum effort to evaluate the danger.

  

  Business Response

  Date: 12/02/2022

  Hello,

  The customer purchased their product from a different supplier and not Maya Bath.  This is not a Maya Bath transaction.  If you have any questions please don't hesitate to contact us at ************.