LiceDoctors

Complaint: [redacted] I am rejecting this response because: Their statements are falseI have spoken with my daughter, who is She has no reason to lie to meShe said she had nits and that was itHer aunt told me the same thingThey both described the tech telling them about a previous girl she treated with long hair and an infestation like she describedAt the time of treatment she was only at her aunts for weeks maxThere's no way she had "been incubating" for a long period of timeAdditionally the tech described my daughter to Janice as having long hair and that was supposed to be a reason why it took so longShe doesn't have long hairIt's shoulder length at best and nits are found near the scalpHer hair length shouldn't have been a factor in treatment Regards, [redacted] ***

I just spoke to our technician [redacted] about this complaint First of all, she IS compensated for travel, so Ms [redacted] is mistaken about that Secondly, as Ms [redacted] mentioned in her complaint, she was advised that the charge is $plus $travel fee when she booked the appointment so she was aware of our charges Third, and certainly most disturbing, [redacted] told me that in the middle of the treatment, Ms [redacted] tried to broker an "under the table" deal with the technician, offering her cash if she reported that she had only spent one hour at the job (which in fact ended up taking hours) [redacted] declined the offer and reported it to us immediately following the treatment Fortunately, this is a rare occurrence, and this client is clearly trying to lower her rate, in whatever way she thinks she can

To address *** ***’s issues, we went back and listened to the recorded callOn this call, our dispatcher explained the treatment process including that we use olive and comb through the hair and then hand pick all remaining nitsShe also explained to Ms*** that her family would need
to do a follplan to ensure that the lice are totally eradicated. Ms*** explained that she was leaving the country and voiced no objections, having heard about our treatment and follprotocolIncidentally, although not at the core of the issue at hand, the dispatcher also explained to Ms *** that we could not guarantee this job because Ms*** has hair extensions and Ms*** agreed to thatIn other words, Ms*** knew what was involved in our treatment and knew there was a follprocess and still wanted us to comeWe sent a technician to her home which was a mile drive and within a few minutes of arrival, Mr*** informed the tech that they did not want us because they did not want to do the follplanWe charged her the basic hour charge which is our minimum for a home visit as we specify on our web site under the pricing tab on our web siteHad they canceled before we dispatched a technician to their home, there would have been no chargeConsidering that they had all the information that they needed to have (based on the recorded conversation) it is only fair that we be compensated at our minimum rateIf the ***s would like to call us to discuss this further, we would happy to do soPlease ask for Wendy

Complaint: ***
I am rejecting this response because: Not factual, but they did offer as indicated. I KNOW what lice, nits and eggs look like and was a little offended when the company (***) told me that it wasn't lice. It most certainly is and I even described the grayish shell and nits and she didn't believe me. Catching a live nit on a busy schedule is difficult. I never said I had been to a dermatologist. I have been going to my family doctor and she is trying to help with the problem - her first prescription for permithrin did not work. Because of the damage caused to my scalp (open sores, now healed) I am not willing to repeat LiceDoctors treatment and risk going through that again. *** also told me I had a sulphate allergy and that is why my skin broke out into sores. She is not a doctor and I use the detergent all the time without problem - just not on my scalp. She was quite clear she would try to help get rid of the lice, which I appreciate; however, their method did not work and because I had such a hard time with it I am not going through it again - right from the start (even the first few hours and days after they came to treat, I was getting bitten by lice and called them to see if that was normalnobody responded back and so I continued as instructed until the sores got bad.) I know they stand by their treatment; however, it did not work and in fact damaged my scalp. (I asked the tech who came out if it mattered what kind of detergent to use and she said no. I even purchased bottles of their peppermint oil spray to keep lice away and that didn't work. With all these problems I've been through with them, I am done and disappointed. The "100% Guarantee" is what drew me to have them come out and treat, but they just seem interested in finding reasons not to honor it and to put me through the whole process again. You can do what you'd like with this Revdex.com complaint - either file it on record or trash it - I am not a satisfied customer. If they are not willing to issue a refund, that is their prerrogative
Regards, ***

We stand behind our guaranteeWe informed the client that we would be happy to send a technician back to her to check her headShe declined the offerWe called her again this week and asked her to comb through her hair and tell me what she findsShe had told me that she was finding "white
things" in her hair and described little specks that I told her do not at all match the description of lice or nitsI asked her to comb one more time and to call me back, which she has not doneWe told her that she can resume the treatment if she thinks she has lice but use Prell shampoo which is clarifying and will cut through the oil while not being irritatingShe said that she tried Neutrogena and that it leaves her hair too oilyI told her she can use a regular detergent like Dawn instead of the super-strong detergent that she foundShe has also gone to a dermatologist who she said has failed to help her Finally, I am still waiting for her to call me backI told her that we would work with her as we share the same goal and she said she would do so if she find anything else in her hair, but I have not heard from her

I had the LiceDoctors out on Sunday I was pleased with the attitude of the young woman who did the removal So far, It seems to be ok The problem I had was that I couldn't get a receipt from them The person who came to the house said that there would be a bill, showing the charges sent to my email (This was all charged to my credit card) I didn't receive one I called twice to have one sent and got nothing either time I finally got an email from them saying there was a bill attached but there was no attachment On Friday I called and finally got what, I guess, MIGHT count as a receipt It stated the number of hours and the final charge, and what the tech did I would have expected the charge per hour, (with any extras) and listed with a total I am worn out with fighting with these people I would NOT use them again because of their business practices I was told that they are growing so fast that they are having trouble with this That is no excuse The only one who was even mildly apologetic was the last person I talked to I am still considering whether I should contact my credit card company

We are so sorry for the inconvenienceYour fax number has been removed. Thank you

Complaint: ***
I am rejecting this response because:
Yes my husband did tell her he seen the rates on the website he did not say we mis understood what we were told he looked on there website after they charged us dollars why did the person that came out not tell us what the prices were I mean a dollars per hr is to me a bit much I don't think lawyers make that much or even after the initial time was up why weren't we told that from this point it would be a additional per hr I think that this place is a joke pr hr to come to my house put olive oil in my daughters hair and comb it for hrs yes that seems very wrong from my point of view I will resolve this if they would just give us the they offered us and my husband did not say he misunderstood anyone
Regards,
*** ***

In response to Ms***'s complaint, the reason that the treatment took
hours was because her daughter had an infestation that was the worst that our
technician had ever seenThe technician, who is highly experienced, has never
spent more than hours treating an
entire family She estimates that the case
has been in the child for several monthsIn addition, the child has extremely
fine hair which rendered ineffective the treatment comb that is usually highly
effectiveThe technician had to pick through every strand of hair by hand and
each strand was loaded with nits (eggs). ***, the owner, called Ms***
yesterday to better understand her complaint and to offer to help her Ms
*** immediately started to scream at *** and threaten to "bad mouth" us
while *** was trying to help her*** tried to offer to send our tech back
to see what if anything is left in the head and follow up at no chargeMs
*** hung up on her. It is our aim to remove all nits and bugs in the
families we treatThis was an extreme case, hence the reason for the number of
hours; Ms*** was aware of our fees and watched our technician work
diligently for hoursOur offer remains to come back to check the child and
determine if there are still any nits and to eradicate them if there are

We spoke to Mr*** on Friday to let him know that we wanted to offer him a partial rebate because we felt bad that he had to borrow money to pay for the treatmentHe acknowledged that he had read our pricing policy on our web site after writing his review and that he had been incorrect in the statements in his complaintIn fact, he agreed that the price that we charged matched the price on our web site and the rate he was quoted on the phone in the initial callIn light of the fact that he admitted that the allegations in his complaint were baseless, we asked him if he would either correct or remove his complaintHe agreed to do so, but apparently, based on his wife's comments, they chose to issue a further complaintWe are under no obligation to rebate these clients moneyOur offer was an ethical one with the hope that we could help them outUnfortunately, *** *** has chosen to interpret our offer in a negative light

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending receipt of dollar discount This is because I have since received a receipt for services (it was received shortly after I contacted Revdex.com) And, you are crediting me dollars because I was told a person from my city was coming initially, not further away (tampa) I disagree with her time spent but I will chalk it up to a lesson learned.
Regards,
*** ***

I am sorry that Ms*** does not like our follplanWe explained to her on the phone when she made the appointment that she would need to do a follthat involved sleeping with oil for a couple of weeks (not every night)Our plan was developed by Dr***, our medical director, nearly years ago, in accordance with the life cycle of the louse On the day of treatment there may be microscopic nits in the hair (the ones that were just laid), which is why we have you do the follplanThere are no short cuts hereWe did what we were hired to do; as Ms*** said, our tech worked diligently to remove all visible nits from the hairIt is incumbent upon her to do the follow-upThe offer remains for Ms*** to call *** who will be happy to talk with herWe consider customer service to be of paramount importance and we want to work with her if she has any further concerns or issues

***,Please check the follplan that we left youWe specifically say in the plan to First you apply olive oil (which takes a minute), then comb with regular comb for a minute and then "3) Take the Terminator metal nit comb, and spend minutes combing through the hair from different directions It is not necessary to spend a lot of time on the combing!" Between the web site and the recording that we have of the tech explaining to you what to expect, we know that you were aware that we recommend a follplan. In terms of the specifics of implementing the plan, it takes only a few minutes, as we spell out in the directionsIt is very simple and straightforwardWe stand behind the plan as it has worked well for our clients for yearsThe tech who treated you is experienced and went over the plan with you where it says "spend minutes combing" We wish you had called us to discuss any issues you had; we know that we could (and still can) work with you to make the follmanageable for you.Again, we highly recommend that you do as much of the follplan as you can, as this will help you to prevent a recurrence

Complaint: ***
I do not accept the response because: The day before the Lice Doctors came to my house I treated my daughter with Rid and combed out all of the live lice myselfYour technician even stated that I had done most of the work the night before and that she only found nitsIt was not clear that the follow up would be full week of me continuing the treatments each day myself and then weeks of every other day myselfIt just said most cases can be done with one treatment with addition follow up careI paid $to you to completely rid my daughter of lice/nitsI did not know I would have to do most of the heavy lifting myselfThat is why I went to another lice treatment centerThey only charge $for full treatment and day guarantee, standardYour website is not clear on what the follow up isI would not have chosen to do the treatments for weeks and to pay you had it been clear up frontI would like my money backI feel I paid for a service and the Lice Doctors did not fulfill that service
Regards,
*** ***

The pricing for our service is clearly stated on our web site under PRICING; we charge $for the first hour including travel and $for each additional hourAlso our dispatcher always quotes the price to clientsThe client had a VERY severe case based on months of having head lice that were untreated. We treat the client until she is lice and nit-free and this client watched our tech work hard for the time it took to get out all of the lice and nits. When she complained about being strapped for cash, we offered to rebate her some money NOT because we were obligated to do so but because we wanted to help them out. At this point, she has managed to insult us and our business and we are no longer inclined to do them the favor of rebating money that they truly owe us based on our pricingIn the future, I would suggest that *** read web sites before hiring a business and that if she doesn't like the price after the fact, and the business tries to do her a favor, that she accept graciously rather than insult the business and its owners

Received your response. Thank you. I am not at all uncooperative by nature. I read Lice Doctors remarks - they are erroneous and misleading for the purposes of avoiding their responsibility to honour their guarantee. Doctors have confirmed that these are lice and have been treating accordingly. I told the rep at Lice Doctors I did not have the ability/capability to send a photo as I only had a flip phone - I already described them to her and she said they were not lice. She was absolutely incorrect, and avoiding reimbursement. She most certainly did say I had a sulfate allergy, again to sherk responsibility for honoring the guarantee. She also indicated I only followed their program for a couple of days - again another lie. I clearly told her it was weeks less one day and then the sores started appearing. NO, I DID NOT SCRATCH MY HEAD TO CAUSE SORES ALL OVER THE BACK. I am very disappointed in them as a business and, to be honest, I don’t think Revdex.com should have closed the case simply believing the lies and falsehoods of the company for the purposes of avoiding responsibility/reimbursement. I concur that olive oil helps; however, the detergent is NOT suitable for everyone obviously and perhaps they should have suggested using vinegar before they began all of these misleading remarks. I was not interested in dealing with a company who treats their customers like that. They do not deserve my business, or anyone elses and they should not make a written guarantee that is false. Their guarantee was for their program. It did not work, and the customer should not have to repeat the program to see IF it works, especially at the risk of causing more sores - which need to be healed before the problem can be dealt with. I am sorry that Revdex.com closed the case for the reasons you did - the company’s

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI am deleting my comment, thank you for the help.
Regards,
*** ***

I have refunded Mr*** the $that he requested and apologize for the delayI was away on vacation and just saw this request. Thank you

Complaint: ***
I am rejecting this response because: Your technician stated that I would have to spend hour a day for week and then minute to an hour every other day foe two more weeksShe also said my daughter would need to sleep in the oil at least hours at night or hours during the dayI do find this to be putting more on the client than is explained on your websiteMaybe the technician needs more trainingIf she would have been completely up front BEFORE she began the process then I could have opted outI feel I was not Givin that opportunity before she began and before I knew all of the process and follow up she had been in my house for and half hours charging me $I would have told her no if she would have explained everything before she began
Regards,
*** ***

My wife and I were thrilled at the quick response and professionalism of the entire LiceDoctors organizationAfter months of fighting an intense lice case that spread through our family,, we finally found the answer when we reached out to these experienced and hard- working peopleWe are now confident that the lice are gone for goodWe heartily recommend LiceDoctors