Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We visited this location on June 29th, for a private elective ultrasound. After our visit when we received pictures that we believed to be our child, we noticed issues and indications that there were twins. We became worried and panicked that we missed something, we realized they must be someone elses images and contacted the business. They did send the correct images but claimed it was a minor mistake to send someone elses private medical images.

  Business response

  07/02/2024

  Services were performed exactly as advertised, however we accidentally sent the client an email link to the incorrect address.  We promptly resent the correct link.  This does not warrant a refund as services were performed.

• Initial Complaint

  06/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The subscription came with something that I purchased through baby first. I canceled the subscription the first month in March because they were not using it. I then emailed them in May when I noticed that they took another payment in April, they were still taking money. Now, today which we are in June now, after me canceling over three times they still have not resolved nor responded to my inquiry. There is not a working number for anyone to contact customer service. I have attached a copy of my correspondence and what has been taken from my account.

  Business response

  06/20/2023

  Please withdraw this complaint.  This is not our company.  Your complaint is with "Babyfirst Store" (as screenshots show) - we are Baby's First Images Ultrasound.  We do not have you in our system.  We have never had a transaction with you.  We do not offer "subscriptions" for our clients.  We have never charged you or any customer in 20 years a "subscription fee" or a "reoccurring fee."  Again, we have never charged you one ***** as we do not have your information, your credit card information or anything about you in our system.  Please kindly withdraw this complain.  You have the wrong company!!!  We think you are looking for **********************************************; but definitely not Baby's First Images Ultrasound.  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for a ***** minute 3D/4D ultrasound as a fun family activity. During session, ultrasound tech made several whispered comments about my baby missing a leg and told me specifically that I did not have enough fluid in my placenta. Images were not great, which I understood, but I left appointment stressed. My blood pressure was elevated and I became more physically ill before seeing my OBGYN to dispel concerns. An appointment to redo images was made for 2/22, but an employee called to cancel/reschedule a couple hours before. When discussing my previous experience with the male employee and then letting him know that I may file a complaint, he became rude and insisted that I was not welcome back at their facility and should find some place new, even though I paid over $100 for a service that was not satisfactory. I was okay with using the business at a different location, but the employee insisted I should find some place new, even though the business has been paid. At 3:44pm on 2/22/22, Employee sent me the bad images from my first appointment, after I insisted he not do so, in an attempt to render my complaint invalid, as Ive now received a product from the appointment.

  Business response

  02/23/2022

  We offer clients a "courtesy", not an entitlement, to come back for a REDO session if their baby does not cooperate at their initial appointment.  When the client arrives, they sign a Release and Indemnification form that clearly states:

  " I am aware that if I am not satisfied with the images my baby gives me from my session, I may be offered, not guaranteed, a REDO session .." 

   We we contacted the client about having to reschedule her appointment due to an ill employee and she began to make defamatory claims about the business and the staff and eventually became confrontational to the point that we didn't feel comfortable for the customer to return to our facility.  We informed the client that we were cancelling her courtesy session (for which she was NOT charged) and sending her original images and video to her.    

  Customer response

  02/23/2022

   
  Complaint: 16796263
  
  I am rejecting this response because: the response to this situation is NOT what happened. The man on the other end of the phone was rude and dismissive of genuine concerns that I regarding what I experienced. He was not at the appointment but proceeded to tell me what was said and what he knew to be true. I told him I did not want the original photos because they were not good, and I wanted to go to another location. He said the photos anyway in an attempt to push me and my concerns aside. It shows poor judgement, poor character, and terrible costumer service from a business meant to be made for enjoyment for expecting mothers. Calling someone out on bad business should not ever constitute his attitude. It shows exactly who they are as a business that this person felt comfortable with speaking to me the way he did. 
  
  Sincerely,
  
  *********************************

  Business response

  02/23/2022

  There is obviously a difference in opinions.  We made a good faith gesture in apologizing for any miscommunications that *** have been interpreted and proceeded to continue to assist her, but that was not good enough for this client.  Her reactions that proceeded after the apology and our attempt to further assist her simply made us feel uncomfortable in having her back at our facility and thought it would be in the best interest of both parties that she consulted with her physician.  

*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. ↩