ComplaintsforPicky Pam Lice Removal

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st visit was Feb 3rd, our daughter had lice, we never had it or any dealings with it so we were clueless. Charged us $130 cash, no paper trail, no receipt, then 4 weeks later told us to guarantee its fully treated we would have needed to pay $210, which is listed nowhere on the website! Website says $130 is 100% guaranteed to get rid of lice! Website has a large amount of misinformation which may have been true when the original Picky Pam was the owner, but not since these sisters took over! Daughter still has lice a month later, owners spent maybe 20 minutes on her hair, cancelled on us multiple times last minute and apparently that is normal for them to do. Unprofessional, I feel like I got scammed out of my money, and our whole family got lice and lost $130. Tries working it out with owners, but were yelled at, and told to stop harassing them.

  Business response

  03/18/2024

  We explained the price and process to you by phone and you set the appointment for both your daughters . Then you changed it , then you said your husband is coming but only bringing one. When she arrived you had put Nix in her hair prior to arriving and we told your husband you would have to wash the Nix out and dry her hair and come back tomorrow. He said he isn't doing that what are his options. We did a check and confirmed she had lice. We don't like to sell the product without us doing a combout treatment but with the Nix in her hair we were unable and he didn't want to cone back. So we sold you the product $60, lice comb $20 and 2 bottles of oil (one for each daughter) at $10 each plus $30 for the lice check . He paid $130 . At no point did you pay for us to treat your daughter which would have taken an hour or 2 and been an additional $100 ($130 for long hair and the $30 for the check would have been free if we treat you). Again WE DID NOT TREAT YOUR DAUGHTER. Your husband chose to treat them yourselves. We gave you instructions to do so. Then you proceeded to call multiple times to say she had lice and we didn't comb her out correctly. We tried explaining to you and even offered to comb them out for free just so you would stop with the multiple phone calls but you declined the offer. There is no guarantee if we don't treat them. How could we guarantee something that you are doing? Also we accept cash or check. We no longer accept credit cards bc of peoples cards being declined after we treat them which puts us in a situation where we have to trust that the will come back to pay or send us payment later. It's not worth the headache . We do business with 5 school districts, multiple day cares and day camps in which we are W-9 payees. We aren't some fly by night business as you implied. The bottom line is you paid $130 for the products and lice check and then we offered free combouts that you declined. We are the only company that offers free follow up comb outs for the 14 days following your initial treatment to make sure everyone is happy but again you didn't pay for us to treat your daughters but we still offered to comb them out for free bc of the miscommunication between you and your husband. We understand that your children having lice is a stressful situation but the phone calls and not wanted to listen to what actually happened was excessive.

  
  

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This message is simply filled with lies. The first night we found lice in our oldest daughter's hair, we had no idea about any of it as none of us had ever had lice before, so we had no idea our middle daughter had it, or might have it. We were not informed putting Nix in her hair would not allow you two to fully comb through her hair, which again we did not know due to no prior knowledge in this area whatsoever. All my husband walked out with after that first appointment was the bottle of spray and one bottle of oil, the only terminator comb in our home was in the Nix box from the store, and we did not walk out with 2 bottles of oil. Maybe your policy is that we should have, but that is not what actually happened. We thought that appointment was to treat her, only during a phone call way later in February did you tell us that treatment was actually $210. Even if you or your sister told my very upset husband the morning he brought our oldest in that full treatment would be $210, you never told me until weeks later, and that is not the price on your website for full long hair treatment. I also do not appreciate being treated as though I kept calling you and harassing you. Until that one phone call toward the end of February, I thought we had paid for you to get rid of lice. Finding out that you only guaranteed to get live ones out, and that we owed $80 more to get the full treatment was unacceptable. And we "declined" the "free combout" you offered? I told you I couldn't do the time and day you offered once, you set a different time and day, you cancelled that day, then offered the original time and day I still could not do. I "declined" because that Sunday at 12:30 we were not free, and that was true both times you offered it to us. Why would you offer the same time and day a second time, then say I "declined"? Again, I do not appreciate you painting a picture that we kept calling you and calling you and harassing you. I was simply trying to receive the treatment I thought we had already paid for, and what your website said you paid for, until I later learned I owed $80 more to receive what I thought we had already paid for. 

  
  Regards,
  
  ******* ********
  
  
  
  
   

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