Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called to schedule a lice removal appointment. company provided an appointment scheduled for later today Monday October 28, 2024. Described methodology as using olive oil for lice removal. I agreed to the appointment and to putting my credit card on file for it. Was told there was a $75 cancelation fee. Once I got off the phone though I realized that this was not a recognized or proven methodology for lice treatment, that this company has a record of scamming people for money, and that there is no recourse. I tried to cancel the appointment and get my money back. Despite the fact that I called five minutes later and got the same person on the phone they would not give me my $75 back. I am convinced this place is a scam.

  Business Response

  Date: 10/29/2024

  ********* was never charged a cancellation fee. When an appointment is cancelled that quickly after being scheduled we never charge a cancellation fee. In our system this inquiry is even specifically classified as "Client Canceled - No Fee". Shoshanah has not been charged at all for any services or cancellation fee. We stand by our services and have successfully treated hundreds of thousands of individuals with lice over the history of our company using our all-natural olive oil method. This is further attested to by the many five star reviews we have received from customers around the country who have successfully had their lice eradicated from our process. I am sorry that the client did not move forward with our services, but she has in no way been charged any cancellation fee or otherwise, and the authorization hold that was temporarily placed on her credit card when she initially scheduled the appointment has already been voided. Please reach out to our customer service team if you have any other questions, we would be happy to assist!

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I am happy to hear I was not charged, but would like to point out the the woman I spoke to on the phone said that I would be charged despite the fact that I called 5 minutes from when I made the appointment.  I found her approach to be rude and unprofessional.

  
  

  ********* ********
  
  
  
  
   
  

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem was with deceptive billing. I was told the service was ****** for the first hour and ****** for each hour after, billed in 15 minute increatments. I was charged ****** upfront and told that the reason for the increased charge was that there was no tech within 60 miles of **************, so the charge was ****** for the first hour (***** surcharge for travel), and there was a two hour minimum charge.The tech arrived and said she also lived in ************** and she asked me to leave a positive review on her website, which also listed her as being located in ***************She was only here for an hour and a half, so my charge should have been ****** which is ****** LESS than what I was charged.I asked the tech about this and she said, "Oh, I contract with Lice Doctors and my address with them is in ******* because I often work in the Bay Area." I asked her if the charge could be corrected and she said, "I'm so sorry, but no."I have called customer service twice now, and left detailed messages, and no one is returning my call. I am also going to leave a negative review on **** **** * *******************, because she's participating in this billing scam. Her phone number, listed on her business card is also in the *** (**************) area.

  Business Response

  Date: 07/09/2024

  ****, we apologize, the technician has already been disciplined and informed that her conduct and the way she has treated you and your concerns, as well as the way she has treated the company are unacceptable. I had also informed my customer service team to issue the refund, but it appears it got lost in email traffic. I have recontacted them and they should be reaching out to issue the refund as requested. We strive for transparency and honesty in all we do and I sincerely apologize you had this negative experience!

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a false advertising complaint. The description of the lice removal service includes a reference to our simple follow-up plan which is required for treatment to be effective. The follow-up requires saturation of the patients hair with olive oil that is left on overnight (meaning everything, including the patient, is coated in oil by the morning) five times, or 7 for severe infestation, over the course of three weeks. This is exactly the opposite of a simple follow up plan. It requires washing oil out of hair, bed clothes and bedding and off of skin after every follow up treatment. They are essentially charging you hundreds of dollars to comb the hair out with a nit comb once, and then putting the responsibility back on the consumer to complete treatment, which the consumer could have done with the same results without the first comb out. They claim effectiveness, but their portion of the service isnt the effective part. They are taking advantage of stressed out and scared care givers who are less likely to read the details when they bait-and-switch a simple follow up with weeks of messy, high time commitment treatments.

  Business Response

  Date: 09/27/2022

  ********,

  We are sorry that you found the follow-up plan to be complicated. It is designed to be quite straightforward. The bottom line is that we can only remove that which is visible which is exactly what your tech did. Anything that was laid the day of treatment is microscopic hence the aftercare plan that we leave you with. As soon as any tiny eggs grow and then hatch the oil that you apply will effectively kill that nymph before it can lay any eggs. ******** worked laboriously to remove all of the visible nits. Clients tell us that as long as they use a towel across the pillow case they are fine and that the follow-up is easy to implement and should only take 5 minutes.. Any treatment that you get is enhanced by a follow-up plan which is why we have such a high success rate. The was all explained to you when you called in. We have recordings of all of the calls that we get. We hope this helps you to understand why we have you do the follow-up. In a case like yours where one of your daughters had a serious infestation, we certainly recommend that you do some follow-up. Thank you.

  
  
  
  

  Customer Answer

  Date: 10/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  It is ridiculous for a $300/child lice treatment to require 3 weeks of follow up while still claiming to be effective and simple. In addition, this cost for only a first step in lice eradication is not, in fact, Affordable prices; lower than lice clinics. which typically deliver single visit eradication without multi-week at home follow-up. The treatment executed by Lice Doctors technicians does NOT eliminate the infestation. The follow up is what truly accomplishes the removal of all the lice. They are overselling their portion of the process and burying extent of the follow up treatment. 
  

  I also reject the notion that a towel over a childs pillow is sufficient to keep the morning mess afterward to less than 5 minutes. That is how long it takes to slather your childs head. Not how long it takes to clean their bed, bedding, bed clothes, hair and body in the morning.

  I have paid $1,000+ to Lice Doctors and I STIILL have zero confidence that my children are lice free. I am taking them to an ACTIAL treatment provider who is also aware of Lice Doctors insufficient and misleading claims.

  I hope other families, who arent fortunate enough to be able to afford this treatment dont fall prey to these misleading claims.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************