The Baby Connection

Review: My wife and I went to The Baby Connection when she was 15 weeks pregnant to do there gender reveal service. We went and had a pleasant experience and found out the babys gender. They gave us a DVD of the ultrasound footage which was supposed to have nursery music on it, which it did not. I called to inform them that there was no music and they told me I could come back in and they'd make me another. This was not worth it for me to drive 45 minutes from Elk Grove, so I ended up adding the music myself. While we weren't happy about the DVD issue we still decided to go back for the 3d ultrasound when my wife was 28 weeks. We went in and unfortunately because of our daughters position in the womb they were unable to get a good picture. I have to say we were both a bit disturbed at how hard the technician was ramming the ultrasound device into my wifes belly. Because we couldn't get a good picture we were told to come back in two weeks which leads us up to one of the worst customer service events I've ever experienced. My wife and I picked up a Jamba Juice as instructed by the ultrasound tech and headed from Elk Grove to Roseville for our 11 am appointment. We realized that we were going to be about 15 minutes late so we called them to inform them we were 5 minutes away at 11:10 am. The receptionist immediately informed my wife that we would have to reschedule. I asked to have the phone to ask the receptionist if she was serious. I took time off of work and drove 45 minutes and picked up a Jamba juice and because we were 15 minutes late they wouldn't see us? They told my wife they could get her in at 2 that same day so I hung up before I got to angry because the woman I spoke with was talking to me like I was a child saying that it was their "policy". My argument was that both times we had been there before we waited in the wait room for at least 15 minutes past our appointment time. Their policy is a double standard. There was nobody in the wait room when we got there.Desired Settlement: The tech and receptionist were both standing by the front desk not doing anything. The ultrasound tech lied saying that she never told my wife she would see her at 2 that same day and she continued to talk to us like children. We left and sat and the car waiting to see if anyone would even show, nobody did. I want a refund for the total amount we spent for the gender reveal. Our time and money was wasted by driving to our appt and taking time off work.

Business

Response:

PLEASE SEE ATTACHMENTS

The Baby Connection

1211 Pleasant Grove Bl. #100

Roseville, CA 95678

Response to complaint #[redacted]

To whom it may concern:

I have read the complaint from [redacted] regarding his visit to my business on 5/12/2014. I would like to respond by saying that I don't feel I owe the client a refund of $50.00 for a 2D ultrasound he purchased because the client, in his complaint, acknowledged that he and his wife had a pleasant experience at the visit in which he was charged. He also received a DVD movie and a CD with at least twenty images of his baby and printed images of his baby. He also acknowledges that he was offered a replacement DVD due to there being no music recorded on the DVD and he chose not to have it replaced. Furthermore, he decided to come back for more services and have a 3D/4D session at my business. It is not guaranteed that images will be obtained and it is stated on item #9 of the waiver signed by the client. Even though I could have charged him regardless of not being able to get the images, I did not. In fact, he got that visit for free and was offered another chance to come back and try again. When the couple came back for their appointment, they were too late to be seen. Mr. [redacted] became angry and demanding. He insisted on being seen at that very moment since the next client had not shown up yet. His request was denied. My technician tried to explain to him why the policy was in place but that client was too angry and aggressive to reason with. He states in his complaint that he was being spoke to "like a child". I can't say too much about that since that is a subjective issue. All I can say is that it was not intentional. This was the third time this client has been in our office and we always tell every client about the late policy upon booking their appointments. We also post the policy at our reception desk in very large bold print. This was visible to the client on two other occasions prior to the date of complaint.

In conclusion, the client got all the materials from the first visit that he is seeking a refund for and declined for us to replace the DVD. Again, he acknowledged that they enjoyed the experience. They did not pay for the first 3D/4D visit and missed their second visit. That equals to $160.00 in services that were not paid to me. Now he wants me to pay him back the little bit that he paid for all those services. I will not refund him and I wouldn't feel comfortable bringing him back to my office after the way he acted toward my staff.

Consumer

Response:

I am rejecting this response because: The response from the business stated that I chose to not have the DVD replaced. This is not true. I was told I could drive back to the office and have it replaced. I refused to drive from Elk Grove to Roseville when the business is the one that made the mistake. I think its interesting that the business is trying to make it seem like they did me a favor by not charging for services that they didnt do and failed to acknowledge the aggressive nature in which the technicians try to obtain imagery. The business also failed to acknowledge the double standard regarding their "policy". In no way did they acknowledge how they kept us waiting both times but when we are late once they refuse to see us. Stating that we are told about the policy with each scheduled appointment is a flat out lie. As I mentioned in my original complaint we were also lied to by the technician who told us that we could be seen that day at 2 pm and then retracted her statement saying we could come on Thursday. The business failed to acknowledge how there was nobody else in the wait room upon our arrival and that the technician was not seeing anyone. Nobody showed up. The business made no attempt to work with us so I think it is reasonable that I became angry. If you had to take time off of work and drive 45 minutes only to be told you cant be seen when it was clear that the business makes no effort to accommodate you, especially after they were late in seeing you both prior visits, yes I became angry.

In the businesses conclusion they stated that I received all of the materials, that is false. And it is false that I declined the offer for a replacement. Just because I acknowledged that I enjoyed the first experience does not make up for the extremely poor customer service we received at our last visit. I cannot believe the nerve that the business states $160 that I supposedly owe them. If you add up the gas and the lost time I had to take off from work plus the time I had to take to edit the DVD to add the music they failed to do, we would be well over $160. The businesses statement that they wouldn't feel comfortable having me back in the office is laughable. I would never set foot back in that office and I can guarantee you that everyone I speak with about the business will not set foot in that office either. I wanted to settle this strictly between myself and the business and I thought that requesting a refund was the least they could do to make up for the lost time and money resulting from this experience. The business can be rest assured that if they continue to refuse a refund that my story will be posted for everyone to hear through Social media.

Business

Response:

I'm not going to be bullied and threatened into complying to unreasonable demands just because someone decides to use your bureau to retaliate for not getting their way. I won't stand for this kind of manipulation and harassment. I think this is a misuse of the intention of your bureau and there should be boundaries set to regulate this kind of inflated behavior. It sounds like I'm being threatened that if I don't comply with this guy's demands he is going to bash my character on social media. Your bureau is facilitating this. It's blackmail. I need to consult an attorney. In the mean time, I don't want to hear from you again. I have no further comments.