Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ideal Image

  1 N Dale Mabry Hwy STE 100A Tampa, FL 33609-2764

• 

  Ideal Image Laser Hair Removal

  8612 Preston Rd Ste 100 Plano, TX 75024-3315

• 

  Ideal Image

  119 Fairfield Ave Unit 6 Bellevue, KY 41073-1184

• 

  Ideal Image

  4685 US Highway 17 Ste 2 Orange Park, FL 32003-4839

• 

  Ideal Image of Florida, LLC

  8318 Mills Dr Miami, FL 33183-4806

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:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On 09/27/2022, I secured a date to have treatment for 10/18/2022. On 10/04/2022, I had a major life changing event changing my income and residence. I immediately contacted them to advise I would need to have the service canceled in it's entirety due to catastrophic change and since no service/treatment had been performed requested the reverse the loan back to the financial institutions immediately. To date they are still holding the funds, and the fact that no service had been provided no monies should have been transferred until the date of treatment. Causing finance charges on a service yet to be provided. This is a dishonest way of doing business, so even before I received treatment I am incurring costs for over 2weeks from the date the scheduled treatment. I even emailed them and communicated via online chat all of this information. I just want the service canceled and the financial institutions to be given back their funding and any interest incurred to be paid by Ideal image entirely. I was advised that if I missed the appointment and did not give notice of cancellation within 24hrs I would only then be charged a cancellation fee of $50, I gave exactly 14days notice.

  Business Response

  Date: 10/11/2022

  We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. Cancellation of an appointment, not the contract as the contract is non-refundable, within 24 hours does populate a $50.00 fee. We are happy to assist in resolution that falls within our terms and conditions. Attached is the contract for review. Thank you.
  

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 had called the business to see about services on September 26th. When I made an appointment they told me they needed a credit card on file. I hesitated because I was sure what card I was going to use and they specifically told me don't worry about it because I would not be charged, however the next day I was charged! When I called the to find out why I was given misinformation and charged and to possibly use a different card they told me there was nothing they could do about it. My appointment was over three weeks away so I told them to cancel my appointment and issue me a refund and they refused. They told me it was in my contract, but they also lied to me about being charged in the first place so they lied about the details of the contract. I see all the complaints on here and this company is obviously notorious for ripping people off. All I want is a refund for services that have not been rendered. Thank you

  Business Response

  Date: 10/11/2022

  We are providing refund

• Initial Complaint

  Date:10/07/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 contacted ideal image to explore my options. I asked for information and to learn more about the services. They contacted me back and offered a free consultation. I agreed. When we were discussing the services doing a zoom call due to COVID, for coolsculpting I was told i would be an amazing candidate. The consultant ****** daily is very well versed at her job. She is very convincing to sign up, I was pressued into actually signing up. I eventually gave in to the tactics because the lady seemed nice and actually seemed to empathize with my problems. I ended up signing up for a loan for $8400 with ************. I asked her multiple times about cancelling services if not a good candidate. She avoided the question all together. Nowhere eas it mentioned that it was a law-abiding contract and that I am basically waiving my right to fight it in court. I had no idea. I did go to 1 appt for botox...absolutely hated it due to get severe migraines for 3 days following. I absolutely do not plan on getting services moving forward. As it turns out, I am not a good candidate due to being pregnant. I found this out last month I did send in a payment to Ally for my 1x appt.I NEVER used the money. I reached out 4x to client services just to be put off every single time, or was redirected and told to wait for a call that never happened. I was then told that if I were to cancel, I still have to pay them the full loan amount even though I never used their services. I refuse to pay over **** dollars for services I will not be receiving especially with 2 kids at home. This will ruin my amazing credit and make me drown financially. I am a single mom.I am now suffering mentally and financially. This is unethical and wrong. I want to cancel the agreement. I refuse to cooperate with a company that resorts to deception and unethical practices. I will continue to file complaints against this business. I have already tried to contact Ideal Image and have received no more responses.

  Business Response

  Date: 10/07/2022

  We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. We apologize about any the side affect from the wrinkle relaxer and recommend the guest reaching out to a medical professional at the location to go over options to avoid this side effect from occurring. In regards to the contract - the guest is welcome to use funds as an account credit towards other services but we are not able to cancel the contract at this time. A copy of the contract has been uploaded for review. Thank you.
  
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18179906
  
  I am rejecting this response because: I do not plan on getting any services they provide so Ideal Image will be benefiting in the amount of $8400.00. I absolutely do not want my account credited to use on services they provide. Especially in today's world, $8400 is a huge chunk of money just to flush down the toilet and being a single mom of 2 with a 3rd on the way is debilitating. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/14/2022

  This has been resolved. Thank you.

  Customer Answer

  Date: 10/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called ideal image on 8/29/22 to talk about the fat freeze off procedure in my abdomen area the consultant took a picture of my abdomen on the phone we were on the phone virtually me and her and so they gave me a appointment to come in on 9/22/22 at 10:20 am and then they texted me and said they had an earlier appointment on 9/2/22 at 9:10 am because they said on the day I called I was approved through alley lending service to get the procedure done I went into the office on 9/2/22 the consultant told me I would have to come back for multiple treatments for my abdomen and it would be very expensive so I told her thats ok I dont have that kind of money to pay so I told her to cancel it she said she would the lending company sent them the money ******* for a procedure I didnt get done and they will not return the check to ally lending service every time I call ideal image I can never get the human resource person who handle the case on the phone I keep getting the run around I even sent a email and still have not heard back from ************** I just want my money returned back to the lender so they can quit calling my phone

  Business Response

  Date: 10/07/2022

  We have attempted to reach this guest via phone but were unsuccessful. An E-mail has been sent to the guest. We encourage the guest to reach out to us at their earliest convenience so that we are able to assist with resolution that aligns with our terms and conditions. Thank you.
  

  Customer Answer

  Date: 10/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/06/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 was financed for $3872.05 for laser hair removal treatments on my face and arms. Shortly after that, ***** hit and my treatments were delayed. I got Covid x2 and apts were also greatly reduced therefore I was unable to get my treatments in a timely manner. After receiving the first treatment, I had a severe reaction that required steroids and antibiotics. I tried 2 more treatments but both times had to be started on antibiotics and steroids from my family doctor. I began calling Ideal Image for a refund in July due to the fact that Im unable to complete treatments and Ive only received 3 treatments but no one will return my calls or emails. They say theyve tried but I have no emails, texts or voicemails. Im at my **** end. I can not continue to make monthly payments for treatments Im not receiving. I will gladly pay for the 3 treatments I did receive (already have) but I want a refund for the remaining treatments.

  Business Response

  Date: 10/07/2022

  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18177657
  
  I am rejecting this response because:
  

  Ive tried to call them back numerous times and the number Ive been given goes straight to voicemail. Ive left numerous return messages. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 10/26/2022

  We have attempted to reach the guest again on 10/26/2022 at 10;09am and were unsuccessful. We LVM with the phone number to give us a call at their earliest convenience.

  Thank you.
  

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 went to my first appointment for Hair Removal very early in the morning. Having been told the pain was like a rubber band snap, I wasn't too nervous. The opposite was true. It was very painful, and by early evening, I was covered in what looked like a diseased face, full of glaring red bumps, that were hot and very painful, from one sideburn to the other sideburn, upper lip and way under my chin. It was so uncomfortable, I was unable to sleep and I could not go in public for over 3 weeks. I immediately called Ideal Image and said I did not want to continue the treatments because they are too painful and obviously they destroy my face. They told me to go to a pharmacy and to try using a drug store cream and that I could not cancel the contract. They tried to offer me another type of treatment other than hair removal, but I was so turned off by the company, I just want out of the contract. They said there was no cancelling.

  Business Response

  Date: 10/06/2022

  With laser hair removal there can be side effects. We recommend for the guest to go into their home clinic to speak with a medical professional regarding the reaction so it can be documented and they can assist with adjusting the treatment plan. The guest does not have to continue with laser hair removal and can use the funding towards another service of their choice as the contracts with Ideal Image are non-refundable. We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. We are happy to assist with other resolutions that fall within the terms and conditions of the contract. A copy of the contract has been uploaded for review. Thank you.
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18172614
  
  I am rejecting this response because:  In my opinion, this is just bad business for any company.  When you injure or disfigure a client on the very first treatment and they are rightly so terrified to have another treatment, you should simply allow them to cancel their agreement with you.  I would glad pay for that first treatment.  The initial meeting via zoom call is so rushed and cushioned with fluffy talk so to speak, making it sound so very easy and painfree, pain equal to a rubber band snap they say, well, one simply does not have time to read 30+ pages of agreement during that zoom call.  I cannot believe a company does business like this.  Shame on you Ideal Image.
  

  Sincerely,
  
  *********************

  Business Response

  Date: 10/12/2022

  We will have someone reach out to you to resolve. Thank you.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My wife signed up for ideal image services in May. at that time they scheduled her first appointment. When it came time for the first appointment she was contacted and told that she had to reschedule because they did not have an appointment available. The first session went just fine. When it came time for the second session, they scheduled a date for her and again told her they had to change the date because they did not have an appointment available because the clinician was sick. My wife offered to go to one of the other locations in *********** as there are three and was told there were no appointments available. We contacted the corporate office and were escalated to another team who eventually got her another appointment scheduled after several phone calls but that appointment was for six weeks later. This was not acceptable to her as we were getting married and she wanted to have her treatment as scheduled and then one additional treatment prior to the wedding. Eventually after several more phone calls they got her in at a more reasonable time. This time she had a reaction to the treatment. When she called the office a nurse practitioner originally said she should come into the office to be looked at but then said, oh, you can just put hydrocortisone cream on it. This company is highly unprofessional. We have made numerous phone calls to get a refund only to be told that they do not give refunds because this is a contract. They broke their contract first. They also do not return phone calls. I have given them ample opportunity to correct this situation and issue a refund before I made this complaint. I just spoke with yet another individual at the company who again refuses to do anything. Therefore I am leaving this at the hands of the Better Business Bureau. Please help me get a refund. Also please do whatever you can to shut this unprofessional company down so that no one else in the public is hurt physically or financially.

  Business Response

  Date: 10/06/2022

  We are unable to locate your wife's account as all information provided is yours. Please update or provide wife's information. Thank you.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a package deal with Ideal Image. I was told that I had a year to use the services, EVEN after asking about a portion of my contract. When I made an appointment (which keep in mind, is hard to get in). They told me that they had to send my contract for review as it expired. They told me they would call me in ***** hours, I called every day for two weeks getting the run around at the local office and customer service being told it was the other person's decision. I finally called and they said it expired, and I would need to buy more services. I told them to cancel anything I had with them; I was assured I would. I now have a $250 charge on my credit card as of this morning.When they are selling you the product, they promise the moon via email and phone, and then the customer service states differently.

  Business Response

  Date: 10/06/2022

  We apologize as all of our contracts have expiration dates. Your contract has been extended until June 30, 2023. Please give the center of your choice a call to schedule services. Thank you.

  Customer Answer

  Date: 10/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 expressed interest on the fillers, I was called for free consultation this my second time that I feel that I was traped, first time with cool sculpting I was sold more than I needed &**** loan, then second time with the fillers I asked the guy *********************** more than one time will I be able to use the fillers to do a jaw contour he said yes. When I went to my appointment I was told that They dont offer jaw fillers. I dont need the fillers elsewhere I was lied and I want full refund.

  Business Response

  Date: 10/05/2022

  This has been resolved. Thank you.

  Customer Answer

  Date: 10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shqiponja Kaqikolla

• Initial Complaint

  Date:10/05/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Conducted a consultation with Ideal Image and explain what services I wanted. I also explained that I was military and wanted start services as soon as possible because I did not have an extended time in the area. I was assured appointments were available so they had me do the financing and contract. Directly after finishing up the contract and speaking with ******************************* I was informed there were no available appointments for the next three months. I asked for a refund on the spot but I was instructed to call a central helpline. The central helpline number was helpful and explained that I could use my services at any Ideal Image. When I called any locations I would be near while traveling, no appointments were available. I received permanent change of station orders to ***********. I once again requested a refund due to their in ability to provide services and now my moving due to military requirements. I will be in *********** until **** and just want my money refunded.

  Business Response

  Date: 10/05/2022

  We would be happy to review. Please provide military orders, thank you.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18164190
  
  I am rejecting this response because the matter is not resolved. The business just stated they would review the matter. I have attached my orders but still seek a full refund. 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 10/07/2022

  Thank you for providing the orders. Someone will reach out to you to resolve your concerns. Thank you.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18164190
  
  I am rejecting this response because they are not resolving anything. A person reached out and said correspondence will only be completed over the phone but they are unable to call an international number. I am stationed in *********** so my number is a local number. Furthermore, why must my correspondence happen telephonically where there will be no record of the conversation. They are not looking to resolve the matter only placate a BBB complaint. 

  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 10/18/2022

  We are providing refund. Be contact the lender in 3 business days to confirm receipt of funds

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************************