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:06/28/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  I didn't understand there was a time constraint for services. My oncologist advised against these treatments. I was told I had to travel to ******* for treatments which is three hours away. As a result of these issues I decided against going ahead with them. I just want my money back.

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ideal Image - Early Nov I registered for Cool Sculpting for my stomach area. Ideal Image did an assessment VIA a Zoom call. I had an appointment on Dec 18 during which, the Administering **, ******* told me I wasn't a good candidate and shouldn't do the procedure because it wouldn't be worth it. She also told me that I'd receive a call from customer service related to a refund and that they would try to upsell me. I thanked her and left without receiving any services. A month later, after number phone calls to them with no reply, Ideal Image still hasn't reached out or returned my call. I did have a call from a ******, trying to sell me other discounted services. They've refused to provide me with a copy of my agreement and a copy of my intake file done by ******* the RN at the facility in Centennial. I believe *******, knowingly and with intention to defraud me, dismissed me as a good candidate to save the center time, as well as keep my funds without having to provide services to me. Through research, there are hundreds of complaints against Ideal Image across the Nation with similar complaints. They need to provide me with my records along with a refund as the determination of me not being a good candidate was from their medical professional. This medical professional they employ wasn't qualified to make that determination and knowingly lied in order to intentionally avoid providing the services I had paid for.

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased Cool Sculpting treatment from an online sales associate for Ideal Image in June of 2022. The sales consultation for these services was done over a video call. During the consultation, the sales associate explained that the services I was purchasing would be enough for the Cool Sculpting treatment for my full stomach and both my right and left sides (love handle areas). After purchasing the treatments, the online sales consultant scheduled me for my first treatment at their *******, ** facility later that month. When I went in for my first treatment, the technician who was supposed to perform the treatment was confused when trying to determine which areas I was getting treated for. They went on to explain that the package I was sold would not cover my full stomach and sides as promised, and would only cover a portion of those areas. He explained that I had the option to purchase more sessions to cover the full stomach and sides, or, he could submit a ticket to their customer services team to request a refund. He also explained that this happens often, and said that the online sales consultants have no clue what they're selling. I requested to proceed with the refund process for multiple reasons. 1. I did not want to pay more than what I was already paying to get the services I was promised. 2. At this point, I am now incredibly uncomfortable to undergo any type of procedure with this company, as it is clear they are unprofessional and do not have a good handle on their operations. It took me following up multiple times with their customer service team to finally get a response in mid-July. They refuse to refund the costs of the procedure that they did not perform and will only offer store credit. I have followed up multiple times asking for my claim to be escalated to a member of management, and to date, they have refused to do so. A copy of the customer agreement I signed is attached.