ComplaintsforKLM Institute LLC

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 18th Diagnosed with COVID-19 Nov 22nd COVID-19 infusion Nov 27th Last day of quarantine Nov 30th Paid $35 for Appt with ****; money was credited for future appt after being turned away saying that I was infecting her salon. Dec 1st or 2nd **** called and claimed that she had to temporarily close her business for the day and had to cancel all appointments for that day due to me being in her office due to my previous COVID-19. **** refused service without a negative COVID-19 test and claimed that I had not paid for the service. After having been told by ****** ***************** that I properly followed all of the Covid-19s protocols, that **** was in fact incorrect regarding the procedures closing of her business due to my being there post-Covid. **** was extremely rude her business is Cash only so I do not have proof that I paid her any money and she claims her books dont have a record of my prepayment.

  Business response

  03/21/2022

  KLM Institute, LLC provides foot care for Seniors/Diabetic and Disabled individuals.  We are a fully ****** Health Licensed facility. 
  
  Our program is designed to provide regular monthly maintenance foot/nail care in a safe, sanitary and cost affordable clinic.   We relocated in October of 2021 into a larger office space, to be able to provide individual space to avoid the possibility of spreading infections including Covid 19.   We require full vaccination (including all boosters), as well as, masking to avoid exposure to our people.  Letters were sent out to everyone with the new location information and requesting original *** Vaccination cards, also restating our protocol for services. 
  
  
  
  Our records indicate: 
  
  
  
  ******************, was send the protocol letter and directions to our new location on 9/12/21.  She called on 9/20 to reschedule for 10/6/21 for a 6-week appointment, between our move and her vacation. 
  
  On October 6th she didnt bring her *** Card and was asked to bring it with her on her 11/3/21 appointment. 
  
  Then again on 11/3/21 she was asked for her *** Card, which was not in her possession again.   She was given foot care services that day and was reminded about the requirements and told to bring her original *** Vaccination card to her appointment on Nov. 30th. 
  
  
  
  She was reminded at her courtesy call about wearing her mask, and to bring her original *** card, as well as, asking all covid questions.   When she arrived on 11/30/21, and she was asked to sign our New Location Liability waiver/Vaccination Verification letter, which she did.  We photocopy the *** cards on the back of these form for our records.   She produced a photocopied, Shrinky dinked and laminated copy of a *** Card with only two vaccinations.    Lu questioned this card and asked about her booster. ****************** indicated that she could not get her booster until the end of February.   On further questioning she said she had had the infusion.  She was not forthcoming about being positive for C-19. 
  
  Lu asked what infusion, ****************** started talking about having tested positive for C-19.  She indicated that her daughter exposed her over Thanksgiving and come into town from ******* very sick.   She herself only had the sniffles, but took a home test and a 2nd test from Nova which were both positive. At that time the *** protocol for positive results was 10 days quarantine and a Negative test result to avoid infecting anyone else.  Lu came and ask me to join the conversations, as it started to get out of hand. 
  
  
  
  As Lu asked more questions her story kept changing to the week before Thanksgiving and so on.   I listen to Ms. ******** stories, which again kept changing while speaking to me.  I stood across the room to avoid direct contact with her and had full PPE on.   At that time, we asked her to reschedule, after the quarantine days and take another test to determine that she was negative.  She stated that the test would come back positive since she had had the Infusion.  She became increasing loud and calling us names.  While arguing that we were Stupid she indicated that she had had an infusion and that the Nurse told her she didnt need to quarantine. She also indicated that she could not get the booster for 3 months due to her positive test.   She was wearing a mask, however she kept lifting to wipe her runny nose.  She was still exhibiting symptoms, as a running nose is one of the indicators, also she did not at any time prior to coming in admit she had covid-19. 
  
  
  
  The conversation was not going anywhere, as she became increasing loud and angry.    Lu returned her photocopied card as she had signed the new form.   We were going to reschedule her after she produced her negative test result, and her booster was given.  ****************** walked out slamming the door.   Then she returned to ask for a refund of her money.   Lu told her she had not paid as we hadnt gotten the payment, as she was stopped at the front door/check in point to work through the forms and get her vaccination information.   
  
  We indicated that we would balance our till and call her if it was over for the $35.00, she thought she had paid.   She again left with a comment that she was ok with this as it gave her more time to do her Christmas shopping, that she was going to *******************. 
  
  Note: KLM Institute, LLC gladly excepts checks or folding money.  My business is too small and to avoid additional costs we are not set up for plastic credit/debit cards. 
  
  
  
  I did balance to the ***** for the morning clinic, there was no extra money.   I called ****************** to let her know that we did indeed balance and I was met with more yelling and name calling.  I did indicate that because she came into our office we had to close and deep clean the entire office.   Lu was directly exposed by ****************** by handling the card, papers and pen.  Lu was within 6 feet of ****************** and had to be tested, both rapid test and 3-day PCR.  The Doctor told Lu, because the test result would take an extra day because of the increased volume of testing due to Thanksgiving gatherings.  Because of the 10-day quarantine rule for exposure she could not come back into work.   Due to this exposure Lu missed her Grandsons 3rd birthday as she awaited the results for the PCR.  Nova told **** that since she was not directly in contact with ****************** she should wait to see if Lu test was positive to be tested.   The rapid test was negative so there was no need.  We are the only two people working at KLM Institute, there is no one to take over.   It is just not possible, this caused us to close down until we could again be safe under mandates to reopen.  Causing the lose of a week income. 
  
  
  
  In closing we are very sorry ****************** came in with Covid-19 and the result is ongoing as this vindictive move on her part to complain about KLM Institute, LLC and accuse us of taking her money. 
  
  Respectfully submitted, 
  
  **** C. D., LNT owner 

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