LiceDoctors

[redacted] called us to complain about her bill on February 8.  LiceDoctors owner, [redacted], personally handled [redacted]'s complaint and called [redacted] back that day and left her a message saying that we would only charge for 2 hours and we would refund her the $135 difference.  February...

9, in the morning, [redacted] refunded [redacted] the $135 that [redacted] had requested.  [redacted] called again on February 12 and spoke to [redacted].  [redacted] assured [redacted] that she had credited her $135 and that although our tech had reported that she was there for 2.5 hours, we would honor [redacted]'s statement that the tech was there for only 2 hours.  [redacted] emailed [redacted] a copy of the receipt as promised on February 12.  We do not understand why she did not get that email, but perhaps it is in her spam. With regards to the credit showing up in [redacted]'s account, that is out of our hands.  We put through the credit and the bank often takes at least a week to move the money into someone's account, but that money is no longer in our account.  If we missed any phone calls from [redacted] then we apologize. It is our customer service policy to return calls within 2 hours.  Again, we apologize for any inconvenience incurred and we are confident that the refund will show up in your account very soon.  Please call [redacted] directly if you have any questions. Her number is [redacted]

Complaint: [redacted]
I am rejecting this response because:
On Friday a ms C called my husband and said she felt bad that we had to borrow the money to pay but they would give us 250 dollars back if we remove the complaint off the Revdex.com website I do not understand it's almost like a bribe I will pay to remove the complaint it would be nice to have the 250 dollars to pay back who I borrowed from probly won't get it now but it seems like this is something that needs to be brought to yawls attention they even have a person named Wendy that will show you how to remove it so what was the point of filing a complaint if you gonna be paid to remove it 
Regards,
[redacted]

In response to Ms. [redacted]'s claims, there are some misstatements.
We did in fact call Dr. [redacted]'s office to learn that Ms. [redacted] has not been to
see him since February 7, 2102!  Whatever he saw in the head is not there 2.5
years later . Our technician, who has been...

with LiceDoctors for a long time and
has gone on several lice jobs,  did a thorough check on her hair. It was quite
easy for her to do so as Ms. [redacted] had shaved her head. Our technician found
no signs of lice or nits; what she found were white flakes which are dandruff.
The technician wears glasses which magnify what she sees and she placed Ms.
[redacted] under a bright light by a sunny window, giving her ample light to see. 
Despite the fact that we saw no signs of lice, our technician instructed Ms.
[redacted] to do our follow-up plan which involves using olive oil for 3
weeks.
 
Ms. [redacted] called on day 11 to say that she was seeing white bugs.
Lice are not white,; they are brown. We asked her to send a picture taken with
her smart phone so we could view the "bugs'.   She refused to do so.  We then
offered to send our technician back to see what Ms. [redacted] was seeing (even
though she had not completed the follow-up plan) ; she refused this offer. We
have a one hour minimum and that is how long our tech was there, looking very
carefully, but there simply are no lice or nits in her hair.  If there were any
lice in the head and in the highly unlikely event that we missed them (on a
shaved head--even less likely that we would miss it!), the olive oil follow-up
takes care of it.   Ms. [redacted] does not have head lice or nits.

In response to [redacted]'s comments, we reiterate that we will send a technician to her to recheck her at no charge. If we find nits or lice in the hair, we will either work with her to eradicate the lice or we will reimburse her. Her description of what she found does not sound like nits. We are trying to work this out to her satisfaction. If she does not want one of our trained techs to check her then another option is to have a friend take a picture of the "nits" she is finding; she needs to pull them out and put them on a paper towel. We need evidence that there are nits in the hair. Her description of having to catch a live nit doesn't make any sense as nits are glued to the hair. Again, we are happy to send a tech to check her to determine if she does in fact have nits. In addition, I stand by my previous statements that she alleged are not true. Thank you.

Complaint: [redacted]
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 600 dollars why did the person that came out not tell us what the prices were I mean a 100 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 100 per hr I think that this place is a joke 100 pr hr to come to my house put olive oil in my daughters hair and comb it for 5 hrs yes that seems very wrong from my point of view I will resolve this if they would just give us the 250 they offered us and my husband did not say he misunderstood anyone 
Regards,
[redacted]

I'm sorry that the [redacted] found the treatment follow-up to be onerous. We do report on our site that there is a follow-up process and our dispatcher reported that to the client at the time of setting up the appointment. (We have a copy of that recording). Our follow-up plan was developed by our...

on-staff physician 20 years ago to coordinate with the life cycle of the louse. It is 100% effective. In the rare case that a client finds it too inconvenient to implement, if she/he calls us, we will modify it. In this case, [redacted] did not report to us at all. The first that we learned that she did not want to do the follow-up was through her complaint to the Revdex.com. She noted that she went to another lice company and that the cost was half; it is not clear if that was done following our treatment but I would expect that the cost would be very low as we had done the "heavy lifting".  We do stand behind our fully effective treatment and would have been and still are happy to work with you regarding the follow-up of the treatment. Feel free to call me at [redacted]. Thanks. [redacted]

excellent company with fully trained technicians

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.

[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 [redacted] and find that this resolution is satisfactory to me. I am deleting my comment, thank you for the help. 
Regards,
[redacted]

We keep a record of our phone calls and only have 2 calls listed. The first
one was a request for a receipt the day after treatment which we promptly
emailed to Ms. [redacted].  The second call was a request for call back with no
message. We returned that call. We are sorry...

that Ms. [redacted] feels that we were
unresponsive. We consider customer service to be of paramount importance. Since
we received this complaint on July 29, we have called her 3 times leaving
messages each time. We hope that Ms. [redacted] will call us (our owner, [redacted], left
her direct line on the client's voice mail) so that we can discuss her situation
and make sure that there are no more nits in the hair. Our plan is completely
effective and we would like to resolve this situation to the client's
satisfaction.

[redacted]'s daughter was treated for head lice at her aunt's house on June 5 by our technician in Florida. The girl had an extreme infestation...so much so that the tech called us during the treatment to report the severity of the infestation. In fact, she found several hundred nits and bugs in...

the hair. This case had been incubating for quite a long while.  Mr. [redacted]'s assertion that there were 6 nits in the hair is not true. He called and made that statement and we followed up with 3 phone calls to the aunt who was present at the treatment but when we identified ourselves, she hung up the phone. 
The pricing for our service is $125 for the first hour plus $100 for each additional hour plus a $50 travel fee. This is clearly stated on our home page under the pricing tab. In addition, our phone operator always explains our pricing policy to the client. I called Mr. [redacted] 2 days ago to discuss the case and left him a voice mail and he had his brother-in-law call me back. The brother-in-law told me that he his wife (the aunt) told him that our tech was there for 2.5  hours even though our tech called us upon entering the house and upon completion and it was 3 hours. Nonetheless, to accommodate them, we credited Mr. [redacted] $50 (for the half hour difference). He therefore paid $325, not $375.  In addition, I see on Mr. [redacted]'s complaint that he says one person was treated. We did, in fact, also check and treat the aunt who was present.

Tell us why here...Our technician had to leave this home before the treatment was complete because domestic violence ensued at the home. The police were alerted and it was not safe for the technician to stay.As we stipulate on our website and explained to this client when she called, we use oil to...

suffocate the bugs, we combed through the hair and then we handpick anything that's left in the head.  The technician stayed for 1.5 hours but as I said before could not stay to finish this job because of the upsetting circumstances in this home. This job took place, August 3, 2015, nearly 6 months ago. Needless to say it was a very unsettling experience for our technician, and thankfully the only time this has occurred in the 20 years that we have been treating families.

Used this service during a time when I was so busy I didn't have time for something like lice to occur. We contacted licedoctors and had a technician at our house within 2 hours(after 5pm)! The technician was professional, friendly, and knowledgeable. We got inspected and treated. The technician followed up with oral and written instructions for us to continue treatment. They really went all out in a time when we had very little time.

I am rejecting this response because:There are misstatements in it. We were in the kitchen and the light in there isn't very bright and there was no sun coming in the window. Yes, I saw Dr. [redacted] in 2012. He diagnosed me with head lice. We tried every medication he could think of and still they remain. I've had the head lice for nearly four years. I didn't refuse to send a picture on my smart phone because I don't have a smart phone nor do I have a camera. Here is a link to pictures of white head lice: https://www.google.com/#q=white+lice+in+hair. These could easily be mistaken for dandruff. I do not have dandruff. I have head lice which aren't always brown as you can see in the pictures. My lice are very tiny and this could make identification difficult. I respectfully request my money be returned to me.

The client was advised that our fee is $175 for the first hour and $100 per hour thereafter (our phone dispatcher reads the rate from a written speech and it is on our web site). In this case, our very experienced technician encountered a severely infested head of very long hair. She anticipates...

that the lice have been in the hair for months. She worked diligently while the family sat there. They encouraged her to continue until all of the lice and nits were removed from the hair. The case had been allowed to fester for so long that it took our tech an unusually long time to clear the girl. In fact, she said that if she rates the typical case a "1 then this was a 9 or 10" in severity. Had the client agreed to have the tech stop working, she would have but the tech was told to keep at it.  It was not until today, that we heard any objection from the client.

Complaint: [redacted]
I am rejecting this response because: I appreciate their offer to come out again; however, I am not willing to use detergent on my scalp at the risk of having all those sores come back.  You may remove and close this file, but I am still disappointed in the company and their deceptive remarks.  Moreover, the guarantee was not honored.  It does not say anything on their website about having to do repeat treatments (which are very time consuming for clients with long hair).  I contracted this company BECAUSE of their guarantee and the expectation that the problem would be eradicated.  It was not, in fact it actually caused many open sores on my scalp.  Would YOU want to go through that again???????  Just not a company or process I choose to deal with again.
Regards,
 [redacted]

Complaint: [redacted]
I am rejecting this response because:
My daughter was not not free when your person left I had to put olive oil in her hair for a week and comb it each morning to remove them that is what ur employee told us but regardless yawl are a ripoff company and I am not removing my complaint it seems that this is more than the first time yawl have done this from the complaints I have read 
Regards,
[redacted]

My whole family was in for Christmas including my sister and her kids. My 5 y.o. neice, Jessica, told me she was itchy. I checked her head and I saw 3 bugs crawling around along with a bunch of eggs which were about an inch from her scalp..I knew it was lice because I just got finished dealing with it with my 12 y.o. daughter. I looked online praying that I would find a company that was open. I got lucky- Licedoctors was able to come over on Christmas eve and take care of the problem. Melissa, our tech was so nice. She did a great job and Igave her a homemade pie to take home for her family. If I ever have to go through this again I know who to call. I highly recommend them.

We had such a sweet girl. She treated my entire family of 5 in no time at all. Very friendly and had actually treated another family in town with complete success. So thankful!!

Response from the technician: [redacted]
I am the technician who provided the lice removal treatment for the [redacted]
family. We were contracted by [redacted] to perform the service with his
ex-wife, [redacted], and their two daughters. [redacted] was not present at the home.
As our website suggests “the average time it takes to treat a family is 3 hours.”
There are factors that push that average: Typical factors are the thickness and
length of the hair and how severe the case. Sure enough all three females had
very thick hair ranging from long to very long and all had a substantial case
of lice and nits. Additionally the mother, whose hair was the longest, had
drenched her hair with vinegar thinking it was a remedy for lice. I had never
worked with vinegar treated hair. We use a combing process with olive oil and
the vinegar made it very difficult to work the comb through the hair.
As all technicians are trained to do, I was working closely with the family to
keep the process moving efficiently. Although the mother was very willing to do
that in theory, in reality, the six year old daughter was by far the most
unruly child in all my experience doing this job. Every stage of her process
(putting oil in her hair, combing, hair washing and dry checking) was an
excruciating ordeal and it went very slowly. Also due to the mother needing to
attend to her daughter’s extreme behavior, she was not able to provide the
typical parental support much of the time so the process was very inefficient.
With
[redacted] absent, I mentioned to [redacted] a few times that I was concerned about how
long it was taking and tried to work with her to cut it shorter. Every time she
flatly refused these overtures. I said, “[redacted] is paying…how do you think he would
feel about it?” Her response included, “He knows how (the daughter) behaves.”
[redacted]
called me a few days later when he received the bill. I told him, “I wish you
had been there to help out and so you would have seen the extreme situation.” I
also expressed that I tried to work with [redacted] about the price and perhaps I
should have also called him in that moment. I called the company owner, [redacted].
She gave me permission to discount the job by $200. I called [redacted] and offered
that. He did not accept and instead said he was going to the Revdex.com and would
write a negative online review.
In
summation, the job was extremely long due to several factors: long thick hair, a
substantial case of lice and nits in everyone’s hair, vinegar treatment and the
resistance it caused, extreme unruly behavior by the child, the inability for
[redacted] to provide the usual parental support. I expressed my concern and tried
to work with [redacted], the client who was present, to mitigate the cost to no
avail. [redacted] was offered but refused a $200 discount.