LiceDoctors

Complaint: [redacted]
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 ([redacted]) 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.  [redacted] 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 normal... nobody 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 2 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,
 [redacted]

We have discussed with case with our technician, [redacted], who also spoke separately with Mr. [redacted]. Under pricing on our web site we say that the cost is $125 for the first hour and $100 for each additional hour and that the "average time spent with a family is 3 hours." (In fact our average time...

per family is 2 3/4 hours). We also state on our site that the cost for travel is an additional $50. This family's lice case was far from average as [redacted] explained to Mr. [redacted]. There are several reasons for that:
1. The infestation in his 2 daughters' and his ex-wife's hair was extreme...well beyond average. In order to eradicate the case we work meticulously to remove all visible nits (as is our claim).  When there are an extraordinary number of nits in the hair, as was the case here, it takes longer to treat.
2. All 3 femailes had extra thick, as well as long hair which are additional factors that caused this case to be beyond average.
3. The younger daugher's behavior was challenging. This caused two problems. It took [redacted] longer to treat her than it would have had the girl been able to sit cooperatively. Also, to speed things up, a parent can wash one child's hair while we treat another child. In this case, the mom was not able to do that as the child required her attention. Frankly, the first factor was more significant here.
4. The mom had,  of her own volition, applied vinegar to the hair prior to our arrival (we do not recommend this). The result was that the hair was very difficult to comb through, rendering the process that much more challenging for [redacted].
5. The mom was well aware how long [redacted] was there and did not ask [redacted] to stop at 3 hours. In fact, because this case was so advanced, [redacted] worked for over 6 hours. [redacted] offered to stop prematurely and teach the mom how to finish up as a cost-savings, but the mom declined that offer.                                  
Of course, average means that some cases take less than 3 hours, while others take longer to treat. Because of the aforementioned reasons, this was a case that required more time to complete.  In fact, [redacted] is one of our most experienced and professional technicians.

Complaint: [redacted]
I am rejecting this response because:
The fact remains that I was never informed that the bill they were running up was more than double the quote. I was clear when placing the order that my ex-wife would not be paying - that I was the client.  
I believe racking up double the quote without any notification is unprofessional. Had I known it would have cost $700 I would have stopped treatment   I believe this merits a partial refund. 
Regards,
[redacted]

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.

DON'T WASTE YOUR TIME WITH DRUGSTORE KITS, CALL THEM IMMEDIATELY AS THE ONLY TECHNIQUE 100% GUARANTEED TO ERADICATE LICE! This service was amazing and I am so grateful to have discovered it. In the middle of the night, we discovered I had lice. I freaked out (who wouldn't) and my husband rushed to the store to get a lice removal kit. After using the pesticide shampoo in the kit, he worked on combing sections of my long hair for 4 hours. Since this was our first experience dealing with lice and the nits were very tiny (and we were both exhausted from staying up all night) we didn't feel confident we got it all out. We got online and searched to see if there were any lice experts in our area and stumbled across the lice doctors website. They have a 24 hour answer service. When we called them at 4:30am, they texted a local rep to come over to our house and she came in just a few hours! Shawn was knowledgeable, compassionate, gentle and kind. She treated our whole family of 4. She meticulously and gently combed through our hair to remove any lice/nits for several hours. Having all of this done in the comfort of our home made it easier on everyone. The treatment is 100% natural and I didn't have to douse my family in toxic pesticides to eradicate this bug.
Finding out you and/or your family has lice is awful. terrible. the worst. Shawn and the Lice Doctors made it bearable (and dare I say even a little enjoyable?) as we sat on the porch in the sunshine and chatted with this lovely woman while she worked on our heads. When I asked Shawn how she got into this line of work, she said she likes that she can help people when they are scared and don't know what to do after discovering lice. A true angel on earth. Worth every penny for the peace of mind that we were in the hands of a lice removal professional to ensure we completely eradicated this bug. Only warning is that the home treatment they prescribe is much more labor extensive for three weeks but worth it to ensure we stay lice free! Even though this is our first experience with lice, there are just too many stories of people who followed kit instructions to a T only to find the lice returned.

Complaint: [redacted]
I am rejecting this response because:
Their statements are false. I have spoken with my daughter, who is 9. She has no reason to lie to me. She said she had 6 nits and that was it. Her aunt told me the same thing. They both described the tech telling them about a previous girl she treated with long hair and an infestation like she described. At the time of treatment she was only at her aunts for 3 weeks max. There's no way she had "been incubating" for a long period of time. Additionally the tech described my daughter to Janice as having long hair and that was supposed to be a reason why it took so long. She doesn't have long hair. It's shoulder length at best and nits are found near the scalp. Her hair length shouldn't have been a factor in treatment. 
Regards,
[redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: LiceDoctors Company Contact: Karen S Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: Please note that we rebated the client the money that she requested. We have only charged her $50 despite listening to the recording of the conversation and hearing that our dispatcher did in fact tell Ms. [redacted] that the follow-up plan takes 3 weeks to execute. If the client has any further questions, she can call me at [redacted]. If there are any other questions, please let me know. Karen LiceDoctors Thank you. Karen

[redacted],
Please check the follow-up plan that we left you. We 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 5 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 follow-up plan. 
In terms of the specifics of implementing the plan, it takes only a few minutes, as we spell out in the directions. It is very simple and straightforward. We stand behind the plan as it has worked well for our clients for 20 years. The tech who treated you is experienced and went over the plan with you where it says "spend 5 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 follow-up manageable for you.
Again, we highly recommend that you do as much of the follow-up plan as you can, as this will help you to prevent a recurrence.

I understand that [redacted] is confident that she still has nits in her hair but her description did not sound like nits at all. I asked her to take a picture a picture of what she is seeing and text it to me, or pull one out and call me back so she could describe it to me but she did neither. Nits are hard to identify because they camouflage in the hair and people mistaken them for debris or DEC plugs, which are white and sticky. I also offered to send a technician back to check and see if there is anything in her hair but she declined. I did not tell her that she has a sulfate allergy. I do not diagnose anything other than head lice. We offer a full guarantee that our plan works but a) she only tried it for a couple of days (and no one has ever gotten sores from olive oil which is our treatment; perhaps she scratched her head). The plan is a 3 week plan) b. she would not let our technician return to see if there were any nits left in the hair c) she would not send a picture so we could see if there are nits left. I told [redacted] that we would work with her to eradicate the lice or nits if any remain and my offer stands. Our goal is to help people but we need her cooperation.

Review: Our family used lice doctors on July 6 2014. Our entire family of 4 was treated with their olive oil procedure. My daughter and I were the only 2 with lice. We have used the olive oil treatment as told. My daughter is still showing nits in her hair into our third week. I have called the company 4 times with concerns,no phone calls were returned. I feel like they took our money and ran. We were charged 100.00 an hour and the woman that they sent to our home took 5 hours to complete the procedure. $575.00 was our bill and I actually had to call the next day to find out what they had charged to my credit card. I really feel they just took our money and ran. I should have received a phone call the next day with charges, maybe to ask how we were or how their employee performed. I thought maybe they had concern for their customers but really feel taken advantage of.Desired Settlement: I would love an explanation why I am not receiving a call back, an apology and a refund.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because: I also keep records of my calls, I was in tears asking for help on the Saturday July 19th 2014 msg. I was home that day and waited for someone to call back to help me. I have not returned [redacted]'s phone calls because we have been away the past week, a vacation we had to push back a week because of our olive oil treatments. It is not full proof, I am a 42 yr old who has gone to bed every night with oil and a shower cap on her head for 3 weeks. I had to do another pesticide treatment on Sunday. I do not want anyone else sent to my house to put my family thru this again. Especially my 5 yr old special needs son, who had no idea what was going on. I do not want to call [redacted] back because I am sure she will try to talk me into sending someone to my house and doing this whole process again. It is not full proof, I am not happy with customer service. I would have appreciated a call to find out how we were progressing. I used to work in a Dentist's office and we called to check on our patients after a procedure. The lady that was sent to my home spent a great deal of time with us and was very polite, but she did leave a flashlight at my house and I went out of my way to return it to her. She didn't bother to let me know she received it or to say thank you either. Just very disappointed. Please refund my money.

Regards,

Nadine [redacted]

Business

Response:

I am sorry that Ms. [redacted] does not like our follow-up plan. We explained to her on the phone when she made the appointment that she would need to do a follow-up that involved sleeping with oil for a couple of weeks (not every night). Our plan was developed by Dr. [redacted], our medical director, nearly 20 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 follow-up plan. There are no short cuts here. We did what we were hired to do; as Ms. [redacted] said, our tech worked diligently to remove all visible nits from the hair. It is incumbent upon her to do the follow-up. The offer remains for Ms. [redacted] to call [redacted] who will be happy to talk with her. We consider customer service to be of paramount importance and we want to work with her if she has any further concerns or issues.

Review: we are receiving mass faxes from this company. we are (and have been for years) on the FCC's do-not-fax list. We have called the company to stop these faxes and they still keep faxing.

I've called and talked with a employee named [redacted] on 8/21/14 who said the owner is [redacted] I left my name & number for [redacted] to call me back which she has not done.

Have reported the junk faxes to the FCC's "do not fax consumer complaint" website multiple times for their multiple prior violations.Desired Settlement: simple: DO NOT FAX unsolicited advertisement to fax numbers that are on the FCC "DO NOT FAX" LIST. That's what it's there for

Business

Response:

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

Consumer

Response:

I am rejecting this response because:

they've already told us this before. we would like an email or letter on their business letterhead with the business' response.

Consumer

Response:

I tried to file another complaint against Lice Doctors (Revdex.com business ID # 0090154421) but your website forbad me from doing so and recommended I call or email you instead.

Review: I would like a resolution to my complaint. The website and the phone technician told me that I must pay $50 for travel fees. My technician told me that she is in no way compensated for travel--time or mileage. The rate is $125 for the first hour. They charged me $175, but did not pass on the travel fee to the person who traveled. I would like a $50 refund.Desired Settlement: Please refund me the fraudulent travel fee.

Business

Response:

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 $125 plus $50 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 2.25 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.

Consumer

Response:

I am rejecting this response because: You have not proven that you paid [redacted] for her travel expenses. I am willing to pay, and I have paid. However, I am unwilling to pay fraudulent charges. [redacted] was lovely. There is no law against offering to pay a consultant off the books. There is a law against fraudulent charges. Please refund my travel fees, as you did not pay the consultant for traveling. Otherwise, prove that my fee went to the purpose for which it was charged prior to my complaint.

Good but.... technician came to our home and she was very professional and very kind. She was gentle with my children and I feel confident that she will honor the guarantee.
However..... at the end of the service I was informed that I had to buy the special lice comb that she had used. It was explained to me that I had to have this special comb or the 100% guarantee would be VOID. This was NOT explained to me and felt very much like a bait and switch.
The cost was extremely expensive: $175 for the first hour and $110 for every hour after that. When you spend this much money, it is my opinion they should give me the comb to help me be successful. To charge me an additional $20 for the comb did not sit well. Also, I had purchased six different combs. Three were metal and tightly woven. I was told, that these combs were not sufficient.
Buyer beware: ask about ALL costs so you are not surprised like I was. Again, happy with the technician but operationally, I feel this company was a bit dishonest in the booking and explanation of what I can expect the costs to be.

Review: I called for a lice treatment service and was not informed of the costs while I was on the phone. I made the assumption that it couldn't be anything unreasonable. When the technician arrived at my home I asked her what the cost was for the service and she said that she didn't know but that it was hourly and I could call and ask. Again, I assumed it couldn't be anything terribly expensive and figured maybe it would cost $120 max. She combed through mine and my daughter's hair. The total time she was here was nearly 3 hours. I told her to just let them know she was here for 3 hours. Now imagine my sheer shock to see a $375 charge on my CC the next day for this service! I immediately called the Lice Doctors and asked them what the cost of this treatment is. I was told then that the cost is $125 for the 1st hour then $100 per hour after that and depending on how far the technician has to drive there could be a $50 transportation fee (which I was charged). I explained to the lady that this information was not provided to me when I called to make the appointment and that when I asked the tech she said she didn't know. Furthermore, had I been aware that the service was this expensive there would be know way in the world I would have went through with booking the service. She responded that she would take my information and have one of the owner's contact me and that the technician's should be knowledgeable about the cost of the service. When the owner returned my call she was less than sympathetic to the situation and even tried to make it out to be all my fault. The owner told me that the the same information is always given over the phone and the costs are given at that time and that I just didn't hear them when I was on the phone. I told her that that was not true because there was no mention of cost whatsoever. She then asked me "Well why didn't you ask?" I told her that I asked the technician when she got here. the owner responded "that's not their job to know!"Desired Settlement: I would like a refund of the service provided due to the fact that not all information was provided to me up front nor did I know I would be paying for their staff's gas and vehicle maintenance with the $50 transportation fee. Nor is their staff knowledgeable about their company's pricing. To make matters worse, the service they are peddaling is not even a proven effective treatment of lice. At the very most, I would pay for 1 hour of service and definitely no transportation fee.

Business

Response:

[redacted] called us to request lice treatment services. We have an established script for phone calls in which we always say that the treatment cost is $125 for the first hour plus $50 travel and $100 for each additional hour. In addition, the cost of the treatment is spelled out clearly on the home page of our web site. Our pricing is in line with other lice treatment companies' pricing. Our technicians do not discuss the prices; since Ms. [redacted] says that she was not sure what the pricing policy was, she could have called the office (which she had called to make the appointment) and we would have reviewed it with her. She has arbitrarily picked a price that is not accurate. Our tech spent 3 hours treating the family plus her travel time and the price is $375 for services rendered.

Consumer

Response:

I am rejecting this response because: The problem with this response isthat it does not address the FACT that I WAS NOT provided with the cost of theservice beforehand. Simply stating that there is an established script forphone calls is irrelevant to the scenario that occurred. A mistake was made onbehalf of this business then by not following the script. It is clear theresponder is simply trying to deflect any blame from the business on to myself.This statement from the responder “She has arbitrarily picked a price thatis not accurate” is simply untrue and contradictory to the proceedingcomment. The choice to use the word “arbitrarily” was incorrect in the contextof that sentence. I did not “arbitrarily” choose any price but what wasreflected on my CC statement. That number was NOT arbitrarily picked! There wasa mistake made on behalf of both parties; Lice Doctors for not discussing costbeforehand and then myself for not asking on the phone. This statement from theresponder “Our technicians do not discuss the prices” directlycontradicts what the owner verbally said to me over the phone. When I told herI asked the technician about the cost she responded quite curtly “It is nottheir job to know that!” In my defense, there would be no way for me to haveknown that the technician does not discuss/know pricing. And when I called tofind out about the prices the next day after viewing my CC statement, the womanI spoke with identified herself as a technician and told me that they should beknowledgeable of the prices. The bottom line is that I was not aware at anytime of the cost of this service & transportation fee, as I previouslystated. Had I been informed I would not have proceeded with booking theappointment.

Review: My 15 year old daughter was infected with llice, the representative on the phone made an appt for the next day and the technistion never showed up, I called and they said "oh sorry we have been trying to call you but keep getting a service center" really, cause they had already called me back the day prior on my cell to confirm the appt., come to find out the technition didn't show up because she had to babysit her sisters kid. On their website they guarantee the service. The website says an average per family is about 3 hours, 7 hours later my bill for 1 person was $800.00. They stated she was "advanced case" . Very next day after service we found a live lice, I called they pushed back stating I had to give it the 2 week procedure. Today is 2 full weeks of following their "guarantee" hair saturated with olive oil at bedtime, combed in really good to where it is dripped, combed through in the morning with NIT comb, which mind you cost me an additional $20.00 from them, every single day we comb out 20 or more NITS! I called and was told a manager would call me back and have someone come back out. [redacted] the manager called and started the conversation with "what do you need [redacted]" I explained 2 weeks later we are still combing NITS out by the tens and she fired back "You have to pick through her hair everyday" Ummm after $800.00 and a follow up procedure of oil and combing and yes PICKING I feel this is a total scam and they are taking advantage of innocent, desperate people! I finally said I was going to report this since she was not willing to send someone out again and she fired back again "Don't you dare threaten me [redacted]" I then said goodbye and diconnected. I am begging you to please mark them with a negative mark as they are taking advantage of people that are desperate to help their kids and they make a HUGE profit off our misfortunes!!!Desired Settlement: I want a full refund as this is a scam and not a single part of it, other than a mess everynight of oil has worked!!!

Business

Response:

In response to Ms. [redacted]'s complaint, the reason that the treatment took 7

hours was because her daughter had an infestation that was the worst that our

technician had ever seen. The technician, who is highly experienced, has never

spent more than 3 hours treating an entire family. She estimates that the case

has been in the child for several months. In addition, the child has extremely

fine hair which rendered ineffective the treatment comb that is usually highly

effective. The technician had to pick through every strand of hair by hand and

each strand was loaded with nits (eggs). [redacted], the owner, called Ms. [redacted]

yesterday to better understand her complaint and to offer to help her. Ms.

[redacted] immediately started to scream at [redacted] and threaten to "bad mouth" us

while [redacted] was trying to help her. [redacted] tried to offer to send our tech back

to see what if anything is left in the head and follow up at no charge. Ms.

[redacted] hung up on her. It is our aim to remove all nits and bugs in the

families we treat. This was an extreme case, hence the reason for the number of

hours; Ms. [redacted] was aware of our fees and watched our technician work

diligently for 7 hours. Our offer remains to come back to check the child and

determine if there are still any nits and to eradicate them if there are.

Consumer

Response:

I am rejecting this response because: They are lying! Isn't it interesting how there have been similiar complaints against this company and they always respond with it being the customer who was rude or didn't accept them coming out again. If they were coming back out to honor the 100% guarantee, would I be here today filing a complaint?? Seriously this is a clear cut case of the customer being nothing other than a victim of a scam! I would be happy to supply phone records of every single call I made to the company starting 2 days prior to Olivia showing up at my house, every call, every minute spent during call and feedack from every call. Olivia the technition was in my home and stated to my face, to my daughters face that this was maybe a 1 week or 2 of an infestation AND I might add also said "This is certainly not the worst I have seen" ok so please I beg of you to tell me where the company and [redacted] get off blaiming a child??? Sick!!! You have been in busines for how many years and this is the worst??? Again Lying through their teeth. I asked someone to come out a week ago and was told 20 nits in the hair per day did not warrant a additional appt and I had to give it time but when Olivia was in my home she left a business card with her name on it and said "If any problems just call me and I will come back" ok thats what we did and guess what?? Her name is on the card with the company phone # so here we went again trying to get someone to come out and was told "Give it time" I spoke with [redacted]r yesterday and she said [redacted] had to call me back as she did not have the authority to schedule a additional home visit which should have been the FIRST thing out of [redacted]s mouth but is claiming that it wasn't until I hung up on her which again I said goodbye that she WAS going to offer another visit?? Oh how this story from her is so interesting!. When [redacted] called and [redacted] knows that this is true, she started the conversation as if I was bothering her and immediatlry was defensive, cold, rude and unprofessional! She did not offer another visit but when I asked for one she stated "You have to pick the nits out everyday" She screamed at me and I have 2 witness's to prove it as I was in a public location and 2 co workers next to me heard her scream "Don't you dare threaten me [redacted]" At that point I said "goodbye" as I simply will not engage in that tone of voice when I am the paying customer. I am being scammed! Yesterday was an option for a visit to the house, they declined and interesting enough on their complaints they always say "We offered another home visit...yeah, after the complaint to the Revdex.com! I decline another visit as since yesterday I have had to take my daughter to her dr who was shocked at the treatment plan stating never in her carreer has "olive oil" been the method for killing these nasty things and here I am now another $150.00 in for a actual prescription that will do the job that this company failed to do. Lying brings very bad KARMA!!! This company has proven even in their response that they are unprofessional, liars and scammers! This company did nothing in their response except blame blame blame the innocent ones! since when does a company not take ownership of their faults?? I'll tell you who, the unprofessional ones that scam people! Please stop the scamming from happening to another innocent, desperate victim. We are so sickened by what has happened and hope to put a stop to this kind of treatment to innocent PAYING customers who are desperate for help, promised the world before the appt and then dropped to the ground like a rag doll. We are human beings with a unfortunate situation and desperate for help and it is so disheartening that a company would take advantage of such desperate humans.

Regards,

Business

Response:

We are in business to help people and are proud of our track record. We have helped over 100,000 clients. We were happy to send our technician back to retreat the family, but she did not want that. She was very hostile from the beginning (as you can see from her complaint) and made it very difficult for us to work with her. We reiterate that we will, in fact, send a technician back to her if she wants us to as we stand behind our treatment protocol.

It all started in October treated my daughter myself and the whole family. Seemed to be good till December they are back. Treated the whole family all over again twice, like it said. Feeling tired and overwhelmed it was back again all could do was cry. all the cleaning, washing and doing everything they said to do was all for nothing. Ready to throw my hands up and wishing I could just shave my daughters hair off I found lice Doctors and I also found hope. I made that phone call still feeling ashamed, but the girl who answered the phone was so great, she made me feel like I was not being judged. Made my appointment and was actually excited with the hope they will finally be gone. The woman came to my home so very friendly walked right in, like it s all good.. She got to work not wasting any time, turns out my daughter , my other daughter all had it too, although my husband did not..We have been following the plan and im so happy to say we are lice free and will continue to do checks like they say, ow and did I mention this is an all natural plan no more chemicals on my baby girls heads. Thank you so much. I would have never thought something so simple would ever work. No more focusing on my house just our heads.
LOVE LICE DOCTORS!!!

Review: The consultant that came to my residence did not do her job... The lice were still here. They claim they use a special oil treatment and that's part of why they charge so much. They use olive oil and dawn dish detergent. They took my money.. I'm a single mom.. The consultant charged me over $200 dollars and didn't even start her job until almost an hour after she was here so they could charge more. She wasn't even here for 2 hours and she was late getting here. The manager/supervisor hung up on me and would not accept my complaint. I would warn everyone do not be fooled by this company...Desired Settlement: I would like to get my money refunded because this consultant took it to a personal level and they falsely advertise.

Business

Response:

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.

Review: I was diagnosed with head lice by Dr. [redacted]. He is not only an MD, but he is also a well-known microbiologist who is an expert in identifying "bugs". I saw the doctor and he looked in my hair and pulled out a "bug". He put it under a microscope and identified it as head lice. I've had this problem for four years and have tried everything I could think of to eradicate the lice from my head. Over the years they have adapted and have greatly reduced in size. This would make them hard to see without magnification. I contacted LiceDoctors.com about my problem. They assured me they could take care of it. They came and provided the service. The person couldn't see anything on my shaved head. She didn't use magnification and the lighting wasn't particularly good. She gave me follow-up instructions which I have followed for the 11 days since the service. I left a message on July 2, 2014 saying that the service didn't work and I wanted my money back per their 100% satisfaction guarantee. They did not return my call. I called again on July 7 and finally got the manager on the phone. I explained the situation. She kept insisting that I don't have head lice. I assured her I did indeed have head lice and her treatment didn't take care of my problem. I told her about Dr. [redacted] and his diagnosis. She kept insisting that I didn't have head lice. Finally she offered to call Dr. [redacted] so she could hear it from him or from my medical record. After my requesting my money back once again she kept saying I didn't have head lice when I know perfectly well that I do. She changed her mind about calling Dr. [redacted]. Perhaps she was concerned that I was correct and she would have to refund my money. The phone call ended when she said she wasn't going to give me my money back. The policy promised on her website, licedoctors.com, is 100% satisfaction guaranteed.Desired Settlement: I simply want my money to be refunded in full on my credit card.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

Because Ms. [redacted] shaved her head, it was quite easy to see what was in the head. There are no lice or nits. Nonetheless, because she wanted to be proactive, we gave her our proprietary follow-up plan which takes care of any lice or nits left in the hair. although we informed her that there were no signs of lice or nits. A diagnosis of head lice from 2 years ago does not apply to today, especially after the head was shaved. We have treated over 100,000 clients and we are confident that Ms. [redacted] does not have lice. Regarding the pictures that she found on the Internet, it is important for Ms. [redacted] to know that head lice are in fact brown and they are always brown. Some of the nits that are shown on the Internet pictures have a whitish appearance, however when you pull a nit out of the hair and place it on a white background, it ALWAYS looks brown....no exceptions. Nits also have a very distinctive look; they are round with a pointy front with an antennae coming out. We did a very thorough check of Ms. [redacted]'s head (again, since she has a shaved head, we could easily see all the hair) and there are not lice or nits there. Ms. [redacted] hired us to come and screen her for lice. We informed her that there was a one hour minimum. We fulfilled our side of the agreement. Again, Ms. [redacted] can rest easy: there are no nits or lice on her head.

Review: [redacted] the head lice arrived over an hour late to the appointment and was unprepared came with not equipment and asked if I was quoted a price. After leaving again to purchase olive oil she came back and had me work on my daughters hair to remove the lice. She stated there wasn't much of infestation only two louse were found in my eldest, two nits on my youngest, and none on me. Feeling relieved I thought the nightmare was over but I followed the plan she emailed me and it didn't seem to work. Now I called [redacted] to request a follow up appointment to because there website advertises a 100% guarantee so that the issue could be resolved but it seems like they are unwilling to cooperate. I just want my life back. I want the issue resolved.Desired Settlement: Since the company is unwilling to resolve the issue I want a refund so that I can try another option and or options.

Business

Response:

Re complaint # [redacted] to LiceDoctors from Isabel Garza. In response to [redacted]'s complaint:When [redacted] arrived at the [redacted]'s home, she was told by [redacted] that she was to complete the job in 1.5 hours. [redacted] informed her that while she would try to finish up in that amount of time she could not guarantee that she could do so and if she couldn't do so, she would have to either take longer or we would not be able to guarantee our work, which is consistent with what we told [redacted] when she called. Ms Garza held her to the 1.5 hour limit. I received a call from [redacted] complaining that she has found additional nits he hair the next day. I explained to [redacted] that she did not allow [redacted] to finish the job but, nonetheless, as long as she followed our follow-up plan of sleeping with the oil over a couple of week period (which we told her she would need to do when she called) she would be fine. In spite of the fact that she has voided her guarantee she insisted that I send [redacted] back. [redacted] called her a number of times to set up an appointment and we did not hear back from [redacted] til 7 PM insisting that [redacted] come that night. [redacted] said she would go back to recheck her the next day as it was too late for her to go then and we do this recheck at no additional cost but [redacted] said she was going away and that [redacted] had to come then. Since [redacted] could not go then, I asked [redacted] to send me a picture of the nits that she said she was still finding because on occasion, clients see white things in the hair that are not nits. she said she would do that and did not. That was the last I heard from her. in addition, [redacted]'s assessment that she had only a couple of nits in her daughters' heads is not factually accurate. We are sorry that she not satisfied but we were flexible and tried to work with her.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: when I requested services from Lice Doctors [redacted] arrived one hour and a half late with no supplies, had me help her check my daughters, and was unprofessional about how her and her coworker would work outside of the company to make extra cash. When [redacted] arrived she ask me if I had been quoted a price. I replied with. "They quoted me $135.00 for one and a half hours." She then continued with the process and checked both my daughters and me. She then emailed me an attachment with instructions to follow for the next several weeks. Which I followed and it did not work. I called [redacted] to request a follow up appointment because the services were guaranteed and I figured they would help me resolve the problem. She requested that I show her proof by texting her images of the nits I had found in my daughters hair. She then had a three-way phone conversation with [redacted] and I where [redacted] stated that I had given her a time limit of one hour and a half there for her work was not guaranteed. I replied with it was an inaccurate statement I had only given her the pricing quoted and never gave her a time limit. I was hung up on and when I called back there was no answer. I called the 1800number and left a message for [redacted] to call me back. I did not receive a follow up visit nor a call back and that is when I filled the complaint with the Revdex.com. Soon after I filed the complaint I received and e-mail from Wendy wanting to resolve the problem. When I called her there was no answer so I left a voicemail. I still have not had any type of communication with them and wish to be fully reimburse for the services. I want my problem resolve and have researched other ways to get rid of the pests.

Regards,

Business

Response:

In response to complaint# [redacted]I take issue with [redacted]'s complaint. First of all, we always quote the price in the following manner: "The cost of treatment is $100 per hour plus $35 for travel. It usually takes us about 2 hours to treat a family". (It is also clearly marked on the pricing section of our web site). Our lice technicians do not talk to the clients about pricing. When [redacted] called to complain that the treatment did not work, I told her I would send Ericka back to re-treat her even though [redacted] had stopped [redacted] at 1.5 hours because she did not want to spend more money. When we are given a time limit from the client, as was the case here, (why would we stop early unelss asked to--we make more money if we stay longer?), we tell the client that we can not guarantee our work. Despite her void of the guarantee due to stopping [redacted] at 1.5 hours, when Ms. Garza called to complain, I told her we would send [redacted] back to retreat at no cost (that is our guarantee). [redacted] wanted [redacted] that night but it was late so we agreed that Erkia would come the next day. [redacted] tried to reach [redacted] on 3 separate occasions the next day to no avail; we did not hear back from [redacted] til that evening. By then, [redacted] could not make it that day. She offered to go back the next day, but [redacted] told us that she was going on vacation and it had to be that night. I initiated a 3 way call so we could discuss the matter. [redacted] wanted a full refund; I told her we could come back after her vacation, which she declined. I did not and still do not think that we should issue a refund. Our guarantee, in the very unlikely event that there is a problem, is that we will remdiate the problem. She did not allow us to do so. In addition, she did not even let us do a complete service. We have treated thousands of families and this is our first complaint. With regard to her claims that we did not return calls from her, that is simply untrue. We pride ourselves on being responsive to callers. Thank you.[redacted]LiceDoctors

Review: Used Lice Doctors service to treat 1-year-old son's lice and was offered a peppermint spray product to use on his head. I purchased it for $20.However, upon researching the product, medical experts say peppermint oil should never be used on children (http://umm.edu/health/medical/altmed/herb/peppermint). I asked for a refund, since I had been sold a potentially dangerous product. The product is unopened and still sealed in its original packaging. Lice Doctors vouched for the product saying it was safe and that they offer it to everyone.When I asked for a refund, however, they blamed it on their independent contracting agreement and said they could not provide me a refund. I asked that they reach out to the contractor for a possible refund through them and they refused that as well.It is the height of irresponsibility to be peddling "natural" products that could be potentially dangerous for children and then refusing a refund.Desired Settlement: I would like a full refund of my $20. I am fully willing to return the product, even shipping it back to the contractor or Lice Doctors at my own cost.I simply want the company to take responsibility for selling me a potentially dangerous product.

Business

Response:

I have refunded Mr. [redacted] the $20 that he requested and apologize for the delay. I was away on vacation and just saw this request. Thank you.

Consumer

Response:

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.