The Nit Fairies

So friendly and professional with multiple locations. Have referred to many friends in need!

We traveled over miles to this business, hoping that they could resolve my daughter's lice issue After waiting minutes in the parking lot for staff to arrive (which we understood was due to a staff family emergency), we then waiting longer as staff went around cleaning and prepping their work stations My daughter was finally examined and I was told her lice wasn't that bad, that they could tell I had tried to remove the nits myself After examining my daughter, the main staff had an assistant (who looked like a teenager) take over combing through my daughter's hair At one point I saw staff drop the nit comb on the floor I tried to see if they replaced it or cleaned it, but she went to a back room before returning and continuing the combing My daughter sat getting her hair combed, then washed, then re-examined for THREE hours We arrived at the office at our scheduled appointment time at pm, didn't get seen until 5pm, and left the office at 8:00pm The very next mor

So friendly and professional with multiple locationsHave referred to many friends in need!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
I am attaching the picture I sent to the company that clearly shows nits the next morning. The only call or message I received from the company was to tell me they were running late to our follow up appointment (which I had already canceled). To state my daughter's case was "moderate" is interesting as I was told it was "almost gone" and not one bug was actually found. I was kept waiting one hour for the appointment to begin and I would be happy to provide proof. I would also be happy to provide corroboration from witnesses in the salon that we were told Amelia'said case was light. I would be interested to see documentation on the person who combed my daughter's hair of her training and a work permit. I don't expect a refund but would recommend the Revdex.com investigate this company further.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Review: We traveled over 60 miles to this business, hoping that they could resolve my daughter's lice issue. After waiting 45 minutes in the parking lot for staff to arrive (which we understood was due to a staff family emergency), we then waiting longer as staff went around cleaning and prepping their work stations. My daughter was finally examined and I was told her lice wasn't that bad, that they could tell I had tried to remove the nits myself. After examining my daughter, the main staff had an assistant (who looked like a teenager) take over combing through my daughter's hair. At one point I saw staff drop the nit comb on the floor. I tried to see if they replaced it or cleaned it, but she went to a back room before returning and continuing the combing. My daughter sat getting her hair combed, then washed, then re-examined for THREE hours. We arrived at the office at our scheduled appointment time at 4 pm, didn't get seen until 5pm, and left the office at 8:00pm. The very next morning I took my daughter for a hair cut and the hair dresser IMMEDIATELY saw nits in her hair. My daughter and I were devastated. Everything the previous evening had been for nothing, a complete waste of time, and a waste of $130. I took a picture of my daughter's hairs with the lice nits clearly in view and messaged it to the company. I know this is their work email because it is what I talked to them on when we were waiting in the parking lot for an hour. I did not receive any call or message back. I then went to their website and sent a message to them, but have not heard back. I really feel we deserve a refund. I have NO intention of returning to their office for them to fix what they didn't fix the first time.Desired Settlement: I do not want to drive back to their office and have my daughter sit through the treatment again. I don't trust them to fix the problem, and I have since treated her lice myself. I question how safe and hygienic this business is. As I mentioned, the main employee did not comb through my daughter's hair. The person who did the majority of my daughter's treatment was very young (I suspect a teenager) and told my daughter she was a friend of the main employee's daughter. I feel this business takes advantage of families stressed and exhausted from lice. I would appreciate a full refund.

Business

Response:

Mrs. [redacted] did bring her daughter into our treatment Center on April 1, 2016. My scheduled technician was on her way to the appointment when she got an emergency call to pick up her daughter. Another staff member was called in and it took her twenty minutes to get there. It is our protocol to prep our stations (disinfect to prevent contamination) before and after each treatment. My technician documented Amelia's case as a Moderate infestation. Moderate infestations do take time work on. We try clearing the hair in a few hours where it could take a parent weeks to do. Our employees are all over the legal age to work and have been well trained in head lice screenings, treatment and removal. It is our protocol to have one technician comb and another go through after (two sets of eyes are better than one). I was informed that the comb slipped out of my techs hand (treatment oil does get slippery) and the nit comb was taken to the back to be placed in our cleaning area. Our technicians keep extra combs in the front pocket of their scrubs for this reason and a clean comb was used to continue. We include a follow-up appointment between the 2-7th day in our treatment fee and this is part of our treatment plan. During this appointment we do a final comb out ensuring that all nits have been removed and none are missed. Mrs. [redacted] was informed of this and scheduled that follow up appointment for 4-9-16 at 12 noon. The clients did not show up for this scheduled appointment. We also honor a guarantee if everyone has a head check that lives in the home and treated if need be. Mrs. [redacted] did not want her head checked, therefore we can not rule out cross contamination and the guarantee is void. We did receive two emails, a call was returned and a message was left for client. We would have brought her back in that day instead of her scheduled follow up appointment day. We did not receive any pics from the client. Client did not return our call! Please let me know if we can be of any further assistance. I did want to add that this is our first complaint since opening our service in 2008. Thanks so much for your time!

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am attaching the picture I sent to the company that clearly shows nits the next morning. The only call or message I received from the company was to tell me they were running late to our follow up appointment (which I had already canceled). To state my daughter's case was "moderate" is interesting as I was told it was "almost gone" and not one bug was actually found. I was kept waiting one hour for the appointment to begin and I would be happy to provide proof. I would also be happy to provide corroboration from witnesses in the salon that we were told Amelia'said case was light. I would be interested to see documentation on the person who combed my daughter's hair of her training and a work permit. I don't expect a refund but would recommend the Revdex.com investigate this company further.

[Provide details of why you are not satisfied with this resolution.]

Regards,