ComplaintsforBernadette's Lice Removal Center

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company treated us Sunday August 6. We were treated with a follow up and were told my daughter was lice free. We found lice yesterday. So I contacted Gil the owner to have her combed out and was told he would be on vacation. We were upset and I asked questions and he stated I was harassing him and made up lies. I have records of all the times we spoke over text. He misdiagnosed us and after paying him $450 I expect a full follow up. Would like a refund since we still have lice. He also goes by Bernadette’s lice removal. We paid a professional and we’re not treated professionally

  Business response

  08/24/2023

  Gil gave verbal response to BBB staff (**):

  I told her to come back within 7 to 10 days and we do a follow-up visit.  But you are going to see stuff for 7 to 10 days, its not gone in one day. Mites are microscopic for 5 to 6 days.  So, after 6 days you can still see stuff.  Nobody has a one and done treatment. I explained that to her and she didn’t really want to hear it.  She didn’t pay me $450, she paid me $349.  She still had follow-ups that she still could have came in when we got back from vacation.  For some reason, she didn’t want to hear it. I told her that I was out of town and she had my bottle and my comb. We’ve been doing this 14 years, I’m sorry she still could have came in.  The day after we got in from vacation, she is still entitled to her follow up visits. I never said she couldn’t come in.  I am still willing to do the treatments.

  Customer response

  08/25/2023

  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.
  
  I have copies of what he wrote back to me.  Also I did pay $450 because I had to purchase more spray which he told me not to waste on my other daughter who didn’t have lice.  We are still treating lice for over 3 weeks now.  And have to visit another clinic because of this.  He did not treat our lice and is telling lies.

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *****
  
  
  
  
   

  Business response

  08/25/2023

  I Never told you don’t waste it on the child that was lice free. You never came in for your follow up. And what’s crazy is that I sell my product to all the local lice Companys. So you have been treating for 3 weeks after going to another company? That makes no sense. Lice is gone within 7-10 days. I’m not sure what is expected of me. I was on vacation with my family I’m sorry but you could have come in when I got back 2 days later and like I said we do our follow ups 7-10 days later. It was only 6 days when you called me we treat you on 8-6-23 at 12:21 pm and the cost was $349 I’m looking at it on my Venmo. So I’m not sure what is expected of me at this this point. I feel bad it went this way. Our company has been around for 17 years with customer service being our number one priority. 

  Customer response

  08/26/2023

  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.
  
  You called me crazy and told me to stop texting you at 4am which I never did text and I have all my texts saved.  You told me not to waste spray on my daughter who was “lice free”.  She clearly was not.  When I asked you how this could have been missed you told me I was crazy and had to find another service clinic since you blocked my calls. When I brought in my absolute clear spray she told me you didn’t fill it completely and it was diluted more than it should have been making it less effective and still charging me $50.  You were not honest.  Mistakes are made but you said she was lice free.  She didn’t get lice that week she had it on the day we saw you on 8/6.  And the other clinic who properly treated us stated so.  Im disappointed that you treat customers this way.  I would have waited for you to return from your family vacation.  We should not have to pay for a service we did not receive 

  Regards,
  
  **** *****
  
  
  
  
   

  Business response

  08/30/2023

  Well sorry you feel that way but I got to tell you Krista buys my product and uses my product and for her to tell you that I told you something that was less than efficient is full of crap because I try to make sure that I sell you a great product so you can go home and treat and take care of the problem so I never sold you anything less than what you were supposed to need 

  Customer response

  08/30/2023

  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.

  i do not know who Krista is.  I would like to know how you can call yourself a reputable business when you block customers for asking questions.  I now know how the lice cycle works and my daughter had lice the day we visited your business for treatment.  You told us not to waste spray on her because she didn’t have lice.  Then when I brought what you sold me to another clinic they showed me how the solution should foam and ours didn’t do that.  It was watered down.  I should not have to pay for a product or service  we didn’t receive.  And when you combed us you didn’t comb thru our entire length of hair.  Combing is to be done from scalp thru the ends of your hair.  You do not thoroughly comb.  Your website says 100% Lice free.  Because you inaccurately diagnosed us it prolonged our treatment an extra week.  My daughter was traumatized by this.  And you wrote nasty texts to me telling me to go elsewhere when I never was anything but nice.  Is this how a person in need of lice removal should be treated?  How can you stand there and act like you stated nothing like that.  And then because of your diluted spray we were still killing adult sized louse prolonging treatment in further.  This is completely unacceptable.  

  Regards,
  
  ****
  
  
  
  
   

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