Naughty Nits, LLC

Hello: Effective, urgent care for head lice and great customer care are our top priorities Part of our success is due to our clearly communicated policies and procedures that are outlined on our website and reviewed at the time of the appointment As for our guarantee, the details are clearly posted on our website here: https://liceclinicsupstateny.com/lice-retreatment-policy In addition to information posted on our website, we also have a print out that we review with the parent or guardian present at the appointment This family did not have all family members screened and did not follow through on our treatment protocol As a result did not qualify for the day guarantee Our manager did offer a solutions on the phone to help this family end their infestation but the client was not interestedWe are here to help and if we can be of further assistance we would gladly welcome them back to our clinic for necessary screenings and / or treatments Our goal is to provide families with a clear and methodical path to becoming lice free which includes screenings by our certified technicians and treatment with our FDA cleared medical lice removal device that is pesticide free Sincerely, The Team at Naughty Nits

At Naughty Nits - Lice Clinics of America we provide the most effective treatment for head lice removal using the highest standards of care and technology available. We also take great pride in our exceptional customer service and caring, certified staff. We have helped thousands of
families struggling with a head lice infestation in Western and Central New York over the past years. Unfortunately, though thousands pass through our doors happy, there can be one client that takes their anger and frustration with a head lice infestation out on our staff. In this case, the client made an assumption that our services were free despite the fact that our prices are listed on our website, explained at the time of booking, discussed at our appointments and also shown on the invoice when a client pays for services rendered. At any point in time, the client could have asked for clarification on pricing Why she would think services at a clinic or any similar health facility are free is unclear. This client had her daughter treated for a head lice infestation. During that appointment, one of our kindest, most well-intentioned staff members offered to screen the client and her other child We always offer and encourage screenings for other family members as many people do not show symptoms and, in fact, moms have a 90% chance of having head lice if their child has head lice. Proper screenings by certified technicians eliminate the chance that a person treated at our clinic will get it passed right back from an unscreened and untreated family member When the mom and son were screened they were both positive for head lice. The mom became angry after her screening and refused to get treated. We are OK with that decision as some people, after testing positive for head lice at our clinic, prefer to treat at home though it is rare because we have a highly effective medical device that is the only treatment available that can kill all stages of head lice including the hard-to-see nits The mom paid for her daughter's treatment and two screenings and left the clinic. A few days later, when the client called upset about her bill, we made every effort to be respectful and to clarify her misunderstanding. We even offered credit toward future screenings as a goodwill gesture. However, the client was very combative and threatening over the phone. After our conversations with her she then turned to social media in an effort to discredit us. She is mad that she had to pay for two screenings she agreed to have while in our clinic. She even signed a waiver allowing us to conduct the screening It is unfortunate that after we opened up an appointment for her daughter to receive urgent care for head lice removal, successfully treated her daughter and properly diagnosed her and her son as being positive for head lice, that this mom chose to be angry and mean. Even more troubling, is that she made sure she got her daughter the help she needed to end her head lice infestation but now wants to harm us which would only prevent other parents from considering our services and receiving the same great care for their children

Hello:  Effective, urgent care for head lice and great customer care are our top priorities.  Part of our success is due to our clearly communicated policies and procedures that are outlined on our website and reviewed at the time of the appointment.  As for our guarantee, the details...

are clearly posted on our website here:  https://liceclinicsupstateny.com/lice-retreatment-policy.  In addition to information posted on our website, we also have a print out that we review with the parent or guardian present at the appointment.  This family did not have all family members screened and did not follow through on our treatment protocol.  As a result did not qualify for the 30 day guarantee.  Our manager did offer a solutions on the phone to help this family end their infestation but the client was not interested. We are here to help and if we can be of further assistance we would gladly welcome them back to our clinic for necessary screenings and / or treatments.  Our goal is to provide families with a clear and methodical path to becoming lice free which includes screenings by our certified technicians and treatment with our FDA cleared medical lice removal device that is pesticide free.   Sincerely,   The Team at Naughty Nits

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The premium naughty nits charges is absurd.  The only reason people would pay for it is: 1. It is supposed to get rid of lice, when other methods fail, which it didn't. 2. For the guarantee that if the lice comes back, it's a free retreatment, which we didn't get!   Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The letter from Naughty Nits contains no offer to me, the consumer. What it contains are criticisms of my character and falsehoods. Calling me "mean" is flat out unprofessional and outrageous. I simply requested a refund for a service which I felt was very unclearly communicated and charged from a service provider. I was clear on the telephone that the solution I was offered, which was to drive 40 minutes each way back to the establishment for a $50 credit toward more "screenings" was not a helpful alternative and I would like my money refunded. I did say that I was unhappy with their solution and that I would take my case to social media if it was not satisfactorily handled. I did write a review on the Facebook page of the company that I was unhappy with the treatment I was given by the staff. They in turn wrote several responses to my review trying to discredit me and actually went so far as to change a page on their main website after I pointed out the pricing for screenings was unlisted. The staff at Naughty Nits tried to pretend the service had already been listed on the website, however it was not there until after I pointed out that it was missing. They added it and then wrote a comment to try to discredit me, the customer, further. Very dishonest and disheartening that a business, claiming to be professional would name call in a letter to a client and lie. If I had been "angry" when they told me I had lice in their shop, I  may have refused to pay the bill, but this was not the case. It wasn't until I left the establishment and noticed what I felt were unreasonable and unclear charges that I called to discuss the matter. I never asked for a full refund of my bill, I was pleased with the service they provided my daughter and paid the whopping $250 bill in it's entirety, in cash. I only requested $50 refunded, the amount that I unknowingly paid for a service that I felt was unclear and unwarranted. There are no signs of pricing for services posted in the establishment and that is not an upstanding business practice. Hopefully I have saved some other families from being overcharged or unfairly treated, if nothing else. Having worked in service industries my whole life, I have always operated with the idea that the customer is always right, and deserves, courtesy and respect. In my 45 years as a consumer this is my first and only complaint ever filed with the Revdex.com. Thank you for your time.  Regards,  [redacted]