LiceDoctors

Review: My daughter is staying with her aunt for the summer. Her aunt told us she found nits in her hair. My wife called lice doctors to remove them and was quoted $125 for the removal and a possible $50 travel fee. My sister-in-law told us that there were no live bugs found and only 6 nits removed. My credit card was charged $375. Customer service explains the charge as $125 for the first hour, $50 travel fee, and $100 for each additional hour. This excess $200 was not explained to my wife when she was originally quoted the price over the phone. I was referred by customer service to the website pricing; however, we didn't schedule the appointment on the website and had not visited it prior to the original call. When questioned as to why I was charged for 3 hours to clean 6 nits off of one child's head I was told by customer service that she had hundreds or bugs on her head. My child and my sister-in-law maintain that there were not any live bugs and only 6 nits present. This is an unacceptable charge for the amount of work performed and we were not informed of the charge until after service was provided.Desired Settlement: I acknowledge that the company charges $50 travel fee and $125 fee for treatment; especially given the minor nature of removing 6 nits that somehow managed to last more than an hour. I am comfortable with a $175 charge that we incurred. I would like the company to adjust my bill for the amount of work performed to match the amount of time it would take a trained technician to remove 6 nits. In my estimation, as an untrained individual who has treated a child for lice before, this process should take no more than 1 hour. The company should adjust my bill to reflect $175 and not $375.

Business

Response:

[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.

Consumer

Response:

Review: [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,

Business

Response:

Our technician keeps detailed notes on every case she visits. In the case of Mr. [redacted]'s daughter, the tech called us immediately following the treatment to alert us to the extensive of the child's infestation and we noted it in our records. In addition, to his point about the length of hair and location of the nits, there were hundreds of nits and they were all over the hair, including near the scalp and down the hair shaft. Mr. [redacted] had his brother-in-law call me and I did issue him a partial refund as he said that the tech was there for less time than we had charged (although techs call us upon entering a home and upon finishing up so that we have accurate times) and the brother-in-law agreed that that was fine. We have made repeated attempts to speak directly to Mr. [redacted] and his sister (the aunt) and neither has returned any of our calls.

Review: Lice Doctors advertises their service as 100% guaranteed, provided you closely do their 3-week follow-up treatment program. I followed their program as instructed for 2 weeks less one day when I started noticing sores all over the back of my scalp, caused and irritated by daily detergent washings and application of their peppermint oil product. The sores were getting worse and I could not tolerate either product so I had to stop their required follow up program. I contacted them to discuss the problem and reimbursement but they outright refused suggesting the problem was due to a sulphate allergy. (I wash dishes in detergent daily and do not have a reaction - no sulphate allergy). They did agree to refund the $40 for 2 bottles of peppermint oil, and to have their local rep come out and retreat my scalp. However, the sores have just barely healed and I am not willing to apply detergent to have them recur. The Lice Doctors treatment program was ineffective - in fact hazardous - for people with mildly sensitive skin, and I asked them to honor their 100% satisfaction guarantee with reimbursement of the $275 (not counting the $70 I paid for comb and peppermint oils, plus products I purchased to follow their treatment program - olive oil, detergent, blow dryer, shower caps, etc.)Desired Settlement: Full refund for service: $275, per Lice Doctors advertised 100% Guarantee... that guarantee is why I contacted them to begin with.

Business

Response:

We stand behind our guarantee. We informed the client that we would be happy to send a technician back to her to check her head. She declined the offer. We called her again this week and asked her to comb through her hair and tell me what she finds. She 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 nits. I asked her to comb one more time and to call me back, which she has not done. We 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 irritating. She said that she tried Neutrogena and that it leaves her hair too oily. I told her she can use a regular detergent like Dawn instead of the super-strong detergent that she found. She has also gone to a dermatologist who she said has failed to help her. Finally, I am still waiting for her to call me back. I 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.

Consumer

Response:

Review: [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]

Business

Response:

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.

Consumer

Response:

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 2 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.

Business

Response:

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.

Consumer

Response:

Review: [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]

Review: The web site of lice doctors said that the average time to do lice removal for a whole family is 3 hours. According to their site's pricing, that would cost $325. Their salesperson reiterated the site and explained that on average a family of 4 would take 3 hours. Since I only had 3 people, it might take slightly less. I agreed and knew that the price wouldn't be exact but would be in that range. They performed the service and I did not hear from them during the service or afterwards. Two days later I checked my credit card account to find they had charged $690! What a surprise and shock! I was never informed they would charge this much to my card! $690 is more than double the advertised price for a family (and I only had 3).Desired Settlement: I would like the company to refund $365 - the difference between the advertised price and what I was charged without notice. I would also hope they would consider changing their policy to call the paying client if the costa are going to be more than double the estimate - it makes one think they are doing a bait-and-switch.

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

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.”

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.

Review: In October 2013, my 14-year old daughter was sent home from school due to a case of head lice, I looked online for information about the condition and came across ads for Lice Doctors. They advertised a 100% guarantee which is what convinced me to hire them.

We could not afford for my daughter to miss school and I could not afford to miss work because of the lice so with a 100% guarantee I believed that would be the best approach to treating the lice problem.

I contacted Lice Doctors that morning and they came out at 2 pm, about 5 hours after my call. The attendent spent about 3 hours total, on my husband, me, my other daughter and my daughter with lice. The total for the services was $300.00.

She stated that she had gotten all the lice out, and gave us instructions on how to treat ourselves. This treatement included olive oil every night for the next week. When I asked about the medicated shampoos you can buy over the counter she said they were not as effective as olive oil. She also tried to sell me a NIT comb for $20.00. I instead went to local pharmacy and picked up a nit comb kit for $8.99.

We followed her instructions and I sent my daughter to school the next day, within 15 minutes I got a call from the nurse, she had found live lice. I left work and went to the nurse's office and she showed me under a magnifying mirror several mature, large, live lice in my daughter's hair. These were not newly hatched lice, but had been alive several days, according to the school nurse. My daughter was in tears, she had to leave school AGAIN and was missing 2 tests that day.

The nurse asked what treatment plan we were following and when I told her the Olive oil treatment recommended by Lice Doctors, she said in her experience as a school nurse, the most effective treatment was the over-the-counter medicated shampoos such as NIX and RID. I followed her instructions immediately spending the rest of the day home with my daughter treating her.

The following day she went in before school started for a head check by the nurse and there were no more signs of head lice.

At that point I called Lice Doctors, and spoke with one of the owners in New York, I told her the sequence of events and that the Lice Doctors recommended treatment of Olive oil was ineffective, that the at home visit by the Lice Doctors nurse had missed several mature, live lice in my daughter's hair.

The Lice Doctor's owner said, that it was because we did not use enough olive oil, and that this was the best treatment, even according to the Centers for Disease Control. When I inquired about the 100% guarantee she did not respond with any offer of a refund, partial or otherwise. Even though the treatment Lice Doctors gave us a 100% FAILURE!

After getting no acknowledgement by the Lice Doctors that they should stand by their service. I disputed the $300.00 charge with my credit card company. And, I doublechecked the Centers for Disease Control web site to see if the Lice Doctor's claim that the recommended treatment with Olive Oil was correct.

IT WAS NOT. This is what the CDC website says about head lice treatment:

Required using an over the counter (OTC) or prescription medication.

Heres the link:

http://www.cdc.gov/parasites/lice/head/treatment.html

I thought for sure after I made the effort to dispute the charge, Lice Doctors would DO THE RIGHT thing and honor their 100% GUARANTEE by refunding my money.

They did not, the charge has been resubmitted for the full amount of $300! I missed an entire day of work and my daughter missed another whole day of school because of their failed treatment, and they receive full payment for a job done wrong.

DO NOTuse Lice Doctors, they are not worth it, they are a scam. You are better off following the instructions of the actual CDC website. This is the only way to effectively treat Lice.Desired Settlement: Refund. The service the provided was a failure, and the claims they make are deceptive.

Business

Response:

Our goal was to eradicate the lice in Ms [redacted]'s

family's hair. When we spoke with her, we told her that if there were any live

bugs in the hair, that is highly unusual. To remedy that problem, we urged her

to use more olive oil in the follow-up that night. We explained to her that bugs

can hold their breath for 6-8 hours but when saturated will die. Our point in

telling Ms. [redacted] this was not to shirk our responsibility to eradicate the

case but to ensure that she understood that so that she could properly execute

the follow-up plan. In the rare instance, when a client sees a live bug the

next day, and we advise that she put more olive oil in the hair, the problem is

always resolved.

After we spoke to Ms. [redacted] on the phone and urged her to do the

follow-up, we did not hear from her until she posted her complaint on this site

6 weeks later (yesterday). We assumed that she followed the protocol and that it

worked (which may, in fact, have been the case).

On the very rare occasion, that a family has a problem, the best way to

remedy it is for the person to call us and we will work with them; it may take

an extra day or so, and if need be we will send a technician back (again this

need is rare). We are a company whose goal is to help

people; having a single conversation with us, only to show up with a hostile

complaint on line 6 weeks later, is not productive nor does it allow us

to help you achieve that goal. It is always a shame when a person would rather

spew venom than work constructively to resolve a problem.

Review: SEPT 12TH I FOUND LICE IN MY CHILDREN'S HEADS. I USED THE OVER THE COUNTER MEDICATION RID. DID A FOLLOW UP TREATMENT ON SEPT 19TH. ON SEPT 23RD I CALLED THE LICE DOCTORS TO COME OUT TO MY HOME DUE TO FINDING LICE IN MY CHILDERN'S HEADS AGAIN AFTER TWO TREATMENTS OF OVER THE COUNTER.A WOMEN BY THE NAME OF [redacted] DEANGELO CAME OVER AND HOME WAS SUPPOSE TO BE THERE AT 6 AND WAS A HOUR LATE DUE TO MISS INFORMATION GIVEN TO HER FROM HER COMPANY. MS. [redacted] THEN PROCEEDED WITH THE 6 HOUR PROCESS OF DE LOUSING OF MY WHOLE HOUSE. SHE STATED AT THE TIME THAT SHE DID SHE SOME LICE AND NITS BUT THAT THEY SEEMED TO BE UNDER CONTROL DUE TO THE PROCESS WE HAD ALREADY BEEN FOLLOWING. I WAS GIVEN A TREATMENT PLAN WHICH I HAVE FOLLOWED. SEPT 25 CALLED COMPANY TO HAVE A REPCEIT EMAILED TO ME FOR THE SERVICES PREFORMED ON SEPT 23RD. WOMAN I SPOKE TO SAID THAT SHE WOULD EMAIL AND NEVER RECEIVED. ON SEPT 27TH I HAD TO HAVE MY CHILDREN'S PEDIATRICIAN OFFICE CALL IN A MEDICATED PRESCRIPTION (SKLICE) CALLED IN WHICH WAS ANOTHER $200.00 AFTER A $700.00 TREATMENT HAD BEEN GIVEN ON SEPT 23RD. ON OCT 15TH CALLED THE OWNER [redacted] TO EXPRESS MY DISSATISFATION WITH THE SERVIES PREFORMED AND THAT I HAD NOT YET STILL RECEIVED MY RECEIPT FOR MY SERVICES PREFORMED. SHE THEN STATED THAT SHE COULD NOT HELP ME DUE TO THE FACT THAT SHE WAS NOT IN THE OFFICE AND THAT SHE WAS AT CVS IF I COULD JUST DO ANOTHER OLIVE OIL TREATMENT AND CALL HER THE NEXT DAY AND LET HER KNOW WHAT HAPPENED.SO I FOLLOWED HER INSTRUCTIONS DID ANOTHER TREATMENT AND CALLED HER THE NEXT DAY 10/16/2013 TO LET HER KNOW OF MY FINDINGS ALSO TO LET HER KNOW THAT I HAD STILL NOT GOTTEN THE REPCEIT. WHICH I CALLED HER TO TELL HER WHAT WE FOUND SHE SAID SHE WOULD HAVE MS. [redacted] COME BACK OUT TO THE HOUSE AND RECHECK EVERYONE. I SPOKE TO MS [redacted] ON THURDAY OCT 17TH AT AROUND LUNCH TIME TO SET UP RECHECK AND IN THE PRCOCESS SHE COULD NOT HEAR ME DUE TO PHONE ISSUES. I CALLED BACK TO SETUP FOLLOW UP AND HAD NOT HEARD ANYTHING FROM HER OR THE COMPANY.Desired Settlement: I SPOKE TO [redacted] TODAY OCT 21ST AND EXPRESSED MY DISSTISFATION OF THE SERVICES PROVIDED TO ME AND MY FAMILY AND WAS TOLD THAT I COULD NOT STILL BE SEEING LICE. I THEN SENT HER PICTURE OF THE BUGS FOUND IN MY CHILDREN HEAD ON SUNDAY 10/20/13 AND SHE THEN PROCEEDS TO TELL ME THAT IT IS NOT LICE AND THAT IT'S BED BUGS! BUT SHE'S NOT A BUG EXPERT, BUT THAT IT DEFINENTLY WAS NOT LICE. I EXPLAINED TO THE [redacted] THAT I DO NOT WANT ANOTHER PERSON COMING OVER TO RECHECK I JUST WANTED THE RIGHT THING TO BE DONE WHICH I FEEL IS A REFUND SO THAT I CAN HAVE ANOTHER COMPANY COME OUT TO PROVIDE ME WITH A BETTER SERVICE. I WAS TOLD THAT I WILL NOT BE GIVEN A REFUND. FINALLY A RECEIPT WAS SENT TODAY AFTER WEEKS OF CALLING AND ASKING FOR IT.

Business

Response:

On Sept. 23, 2013 LiceDoctors dispatched [redacted]a, Lice Technician’to the home of a ‘Mrs. [redacted] M. [redacted]’ on a scheduled appointment to provide Lice Treatment services for her and her family. She arrived at the client’s house approximately 45 min. late, due to some confusion with her address/location and was unable to reach her at the phone number which she had first provided, to touch base and let her know that she was having some trouble finding her home. She called a number of times, but no one answered. When [redacted] arrived, she apologized for the arrival time and explained to her about the confusion and how she couldn’t reach her at phone number she had and the client realized that she had given [redacted] her work phone number apologized. The technician entered the home and

the client briefly explained their situation of the lice problem and the tech then gave her all of the required company paperwork, which included the mandatory three week Treatment Plan along with the education and informational material that they would need to follow. [redacted] explained to the client that she would remove all visible nits and lice but that it is normal to see a few nits over the next week following treatment as those are the ones laid the day of or day before treatment and thus are too small to be seen day of treatment. The follow-up plan we prescribe takes care of those nits.

[redacted] treated all family members includiing four children, the mother and grandmother. During the treatment, Ms. [redacted] showed [redacted] one of her children who had an unidentified bite on the thigh that they had noticed a few days earlier when they were bathing the child, which was red and swollen with a bad red rash hat seemed to be spread out in a large area. This is not lice-related and [redacted] recommended that she bring the child to the doctor, The grandmother also showed her some bite marks on her upper arm that were not lice related. [redacted] treated each of the six family members thoroughly and followed all of the company protocols that have been successful. Upon completion and cleanup, the

grandmother had been going through her kitchen and other areas, wiping things down with paper towels and said, “What is this I keep finding all over the house?”

She showed the towel to [redacted] and Ms. [redacted] came over to look and stated that it was the same bugs that shehas been finding in their beds too! This bug on the paper towel, in no way resembled a louse and [redacted] told them that, and they agreed. They put it in a plastic baggie. [redacted] answered any questions that they had, and

they seemed very satisfied with my services and everything I had done for

left them on good terms.

LiceDoctors did not hear from this family until Ms. [redacted] on the afternoon of October 16th, 2013 to see about setting up a time to come back over and recheck them as she said she was still seeing bugs in her home. Although we did not think that what Ms. [redacted] was seeing were lice, [redacted] agreed to go back at no charge to the client. She called Ms. [redacted]'s cell phone and left a message on her voice mail to call her back so that they could set up a time for [redacted] to come back over and check them. Ms. [redacted] returned [redacted]'s call on Oct. 17th, 2013. The connection was unclear and Ms. [redacted] told [redacted] that she (Ms. [redacted]) was at a CVS and that she would have to call [redacted] back. [redacted] did not hear back from Ms. [redacted].

We have no idea why Ms. [redacted] chose to call her pediatrician and spend $200 on yet another treatment as we stand behind our treatment. Our owner, [redacted] Beck, did not have a conversation with Ms. [redacted] in which she ([redacted]) was at a CVS. In addition, Ms. [redacted] sent over a picture of the bugs that she was seeing on Oct 16th and they are definitely not lice.

.

Review: I spoke to a costumer service specialist yesterday evening named Whitney that guaranteed that their services were $175 an hour. She stated that it takes 2.5-3 hours total for a family of four. I told her I lived alone and I was getting the services for 1 person only. She laughed and ensured "Oh you will be an hour to an hour and a half at longest." I thanked her and stated otherwise I could not afford their services. Today their services showed up to complete their duties and took 3 hours. Unaware of the time taken, I could not complain there. ALSO, while completing their duties the clinician stated "If they ask you if I brush your hair during the dry run through tell them yes, but you can do that yourself later." So upon incomplete services, I WAS OVERCHARGED. I made it verbally clear I could not afford services unless it was under the quote given. I demand a refund for the inconvenience or at least charge me the ORIGINAL price discussed. I will never use this company again if not and make sure to post all over social media outlets and ANY site I can how shady they treated me.Desired Settlement: I think I should AT LEAST be refunded to the ORIGINAL price I was quoted. I DESIRE a full refund because the original job was not even completed to its fullest. She made me dry my own hair and told me to lie to the company if they asked if she completed certain steps that she did not.

Business

Response:

I spoke to the client and the issue has been resolved. She would like the complaint removed.

Consumer

Response:

[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.]

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,

Review: I called lice doctor about coming out to my house about removing lice from my daughters hair they quoted me 175 and it would take about 2and a half hours so we told the lady that was about all we can afford she said 1 kid normally a god pretty quick well we had them come out they were here for 4 and a half hrs when she gets done treating my daughters hair she says the bill is 600 dollars I told her we agreed on 175 she said that was the dispatch woman well she called her and she says that's the price well I paid her by borrowing money because if I would have new it was gonna be that much I would not have did it because I didn't have 600 dollars I think it's kinda a scam tell you one thing and then triple the price when done I would like a refund all but the 175 we agreed onDesired Settlement: I would like the money back that was over the agreed amount of 175

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

We spoke to Mr. [redacted] 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 treatment.. He 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 complaint. In 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 call. In 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 complaint. He agreed to do so, but apparently, based on his wife's comments, they chose to issue a further complaint. We are under no obligation to rebate these clients money. Our offer was an ethical one with the hope that we could help them out. Unfortunately, [redacted] has chosen to interpret our offer in a negative light.

Consumer

Response:

Review: [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,

Business

Response:

The pricing for our service is clearly stated on our web site under PRICING; we charge $175 for the first hour including travel and $100 for each additional hour. Also our dispatcher always quotes the price to clients. The 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 pricing. In the future, I would suggest that [redacted] 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.

Consumer

Response:

Review: [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,

Review: I called Lice Doctors to have lice removed from my family, which includes myself, my husband, my 7 y.o. daughter, and my 4 y.o. son. A technician came out on Saturday, October 5, 2013 to our home. Although she was very nice, I do not believe that she was very well trained. (Their ad says they have highly trained technicians.) She said she got her training by watching videos on-line and that she was new to the business. She found only 4 nits total. She handed me the follow-up plan but gave me no further explanation. I followed the directions for 3 week, as I was told. I did have damp hair a 1-3 times, but corrected that situation and then began to sleep in olive oil every night for the next two weeks, as did my daughter. It is three weeks into the plan and I am still pulling live lice, some adults, out of my hair and have been for the last 5 days. I have pulled over 100 nits from my hair as well. The method does not work. I have spent up to 45+ minutes/night combing. When I called and spoke with [redacted] on Thursday, October 24 and asked for a new technician to come out, she said she would have to talk with the owner. She never called me back. She made it sound like it was all my fault. I have soaked my head in olive oil to the point of saturation all around my head. I am *SO SICK* of waking up at night feeling the lice literally feeding on my scalp at 3 am. When I call to complain, it's my fault. They did not keep their promise to call back. Their method does not work. I have followed their directions, which I believe need a LOT more detail added to them. A checklist would be helpful. A list of common errors would be helpful. I asked for someone to come out at night to show me the treatment method and still am awaiting the call. I do not believe their "highly trained" technician knows how to make sure that customers follow their instructions properly. I have done more than they have asked in their instructions, but still have lice.Desired Settlement: We paid $250 for the services. I want my money back. This doesn't work. I know one person who used another service and is now lice-free. I have another friend who used another protocol and no longer has any live bugs. They promise a 99.99% success rate. It didn't work for us and I went above and beyond the protocol with extra days sleeping in olive oil and extra time combing out nits, but still have head lice. I called about 2-3 times for further instructions I do not even know if they have another "highly trained" technician in our area. I wanted someone with more experience than our new-to-the company technician. When asked, they could not follow through with my request to have a technician come out again, no one called me back or left a message. I was left hanging when I called them and asked them to follow through with their promise to guarantee their results. Clearly, my family is not satisfied with their services and we want our money back.