Complaints

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

close

Find a Location

Ideal Image has 153 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ideal Image

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

• 

  Ideal Image

  1550 N Green Valley Pkwy Ste 360 Henderson, NV 89074-7110

• 

  Ideal Image Laser Hair Removal of Augusta

  339 Furys Ferry Rd Ste 2 Martinez, GA 30907-3072

• 

  Ideal Image

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

  595 S Federal Hwy STE 220 Boca Raton, FL 33432-5541

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:10/04/2022

  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 ideal image 2020 didn't really do to much research.. the sales agent made it seem like it was *************** want really familiar with that as well just needed to she's some pounds.. after discussing over the phone, no pictures given, nothing! Told me I would need 6 treatments, I should have known due to how aggressive was that it was a sham. I paid ******* in cash for the deal of ****** a session... The day of the treatments was horrible .. they were supposed to have two machines going at a time.. 1 was broke so I have to do each session 1 by 1 which is painful as it.. plus took up much more time than I expected by the 5th one I was done.. I told her I'll probably won't be back for the 6th unaware that later they would tell me no refunds on cash ? But they would hold the ****** credit for me for a lifetime ?? Bad experience broken equipment and the fat came back immediately anyways waste of ******* .. I didn't finance paid in cash and still got screwed.. after seeing some of the complaints is what got me wired... They do, do refunds????

  Business Response

  Date: 10/04/2022

  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 are happy to offer a resolution within the terms and conditions of the contract. Contract has been uploaded for review. Resolution does not mean refund.
  

• Initial Complaint

  Date:10/04/2022

  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.

  8/19/2020 I started Laser Hair Removal at Ideal Image. I was a minor at the time, so my mom, ***************************** was present at my consultation. My mom was a frequent customer at ******************** & prior to my consultation, specifically asked if my hair was dark enough for laser as she had a consultation prior & was told that her hair wasn't dark enough. Although my hair is darker than hers, it is on a lighter tone & prior to paying for treatment we wanted to be assured that the laser would work on my hair color. After a thorough exam, we were assured that my hair was dark enough. My mom paid $1488.30 & my first treatment was done. I continued to go back for laser on average every **** weeks for the 1st year with no results. I talked to the RN/Nurse Practitioner after every appointment and let them know I wasn't seeing results. After approx. 1 year they increased the "dose" because there were still no results. The nurse talked to me and said it was possible that my hair wasn't dark enough. I continued treatments for another year. 9/10/2022, 2 years after my first treatment, *******************, the nurse that was supposed to do my treatment, told me that the laser was never to work, my hair was too light and there was no reason for me to continue treatment. She said I shouldn't have been advised to have laser and the nurses who performed treatments prior should have recognized this. She explained that when laser works, as soon as you zap the hair it is shocked & stands straight up, my hair lays flat & does not do this. She would not advise to continue w/treatment and was writing a case with Ideal Image. Over the next few weeks, my mom spoke to a few representatives at Ideal Image. They said because I was on my last treatment with them, they couldn't refund any $ and suggested that I had additional treatments. When we refused this resolution, they said they would escalate this and get back with us. We haven't heard back from them. My mom reached out 2 more times and no respone back.

  Business Response

  Date: 10/04/2022

  Contract states:
  

  You hereby make the following acknowledgments with respect to the services to be received by you under this Agreement: 
  (i) You hereby voluntarily consent to the elective *** services and understand that the *** services will be provided with a Candela Alexandrite Laser and/or a Candela GentleYAG laser. These lasers are manufactured by a third party, ******************** You understand that the *** services must be repeated several times before satisfactory results are achieved, although there is no warranty or guaranty that all hair will be permanently removed from the area. You understand that a different laser service provider may provide your *** services at each of your sessions.

  We will have someone reach out to the guest regarding their concerns as voicemails were left on September 14th, 15th and then we spoke with the guest on the 16th. We apologize if there was not a resolution however the guest is eligible to come in for touch *** but there will not be a resolution that ends in refund.
  

• Initial Complaint

  Date:10/03/2022

  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 called Ideal Image and purchased, through Ally Lending, 5 IPL treatments which is a laser used to treat age spots. This was done around the middle of September. I had my first appointment on 10/21/22. I went in and saw the nurse and she cleaned my face. Then she had me lie on the table and got out what she called goggles which are used for eye protection. These were actually a metal curved disc that fit over each eye socket. It was completely dark and I could not open my eyes at all. I have a long history of anxiety. I had no idea that the sensation of the dark would trigger a massive panic attack. I was not able to even start and I immediately told her to stop. I left and could barely drive the 2 hours home. After talking with my husband it was decided that I should not do this. I then called Ally Lending and the home office of Ideal Image. I was assigned a case worker who quickly informed that no portion was refundable. The contract clearly states, that it is for medical reasons. He acted like I was just making it all up. He wanted me to pick another service, like Botox and I not interested in a trade. I then emailed an offered to pay for the first visit if they would refund the rest to Ally. They have made no attempts to settle the situation. I should have to pay for a service that caused a panic attack.

  Business Response

  Date: 10/03/2022

  We have attempted to speak with the guest regarding the options in the contract. We have offered to work with the clinic and medical professionals to assist with making the guest feel more comfortable, doing an account credit towards another service or resolution that falls within the terms and conditions of the contract. The guest declined and disconnected the call. 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.
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18143160
  
  I am rejecting this response because:It is due to a medical condition.  I had no idea that the limited sight goggles they use would cause a panic attack.  Im not willing to risk my safety and health for a cosmetic procedure.  I am also not interested in any other cosmetic procedures they offer.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/06/2022

  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 are happy to resolve within the terms and conditions of the contract.
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18143160
  
  I am rejecting this response because: Its a medical condition.  I have taken prescribed medication for years for anxiety.  The constricting eyewear caused a panic attack.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/03/2022

  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 had a issue since sept 1 trying to get someone to talk to me on why it cool sculpting didnt work for me but they gave a ridiculous price of ***** but I tryed to get more off and only went down few hundred and said it was a special half price of ******!! I tryed calling numerous times they never got back to me espetmy case manager giving me the run around by having someone who took my call she will call back end of day or next never never they ever call and I am saying a lot of times over 10!!!! I want a refund of something!! Please help me Lost *******

  Business Response

  Date: 10/03/2022

  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. The guests contract has been uploaded for review. The guest has treated 8 out of the 10 cycles purchased and is not eligible for refund. We are not able to further discount a purchase that has already been made and used. The guest is welcome to use the remaining 2 cycles on her account or use the funding for any other service offered by Ideal Image. Thank you.
  

• Initial Complaint

  Date:10/03/2022

  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 contacted Ideal Image for a Coolsculpting consultation for the flanks area Friday, 8/12/22. ******************************************* (****) from Ideal Image reached out for a virtual consultation that morning around 10am ET. After discussing treatment options and providing results, I verbally provided **** with my personal information (address, social security number, income, etc) to provide me pre-approval if I wanted financing to pay for treatment. Once pre-approved, she asked if I could send a copy of my drivers license to her email. I had to leave the virtual meeting for a call, so said I would send & let her know when to call back. I sent the copy of my drivers license, then decided to look into more economical options & immediately emailed **** that I did not want to move forward with the financing at this time while I consider other options. I then received confirmation and welcome materials from the lender Ally Lending on 8/31. I immediately reached out to **** in shock that the loan application had been submitted despite my request not to proceed. She responded immediately apologizing for the miscommunication, saying that she would contact the lender to void the transaction, and instructed that I would receive cancellation confirmation within 2 days. After not receiving the cancellation confirmation then receiving continued billing and payment notification from Ally, I opened a refund claim #********. I then called Ideal (3x) on Tues 9/20, where ******* informed that a case had still not yet been created. She created case #********. *********************** called 9/21 where I detailed my experience and provided the email correspondence with ****. He replied that his supervisor was out of office and that he would call back once s/he returns. ** from Corporate called 9/28 asking for case details AGAIN and stated that the signed application had an IP address linked to my email. I informed that I never signed or even filled out an application; I only provide my information for pre-appro

  Business Response

  Date: 10/03/2022

  This will be resolved on or before 10/5 via a financing dispute. Thank you.

• Initial Complaint

  Date:10/03/2022

  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.

  On July 6, 2022 I signed up for Ultherapy and Cool Sculpting at Ideal Image *****, ** along with the lifetime membership for $250 for a total of $3,354.00 on my credit card. I was able to get an appointment for my Ultherapy right away and did get that done. I am not disputing that service or the $250.00 membership charge, Im disputing the cool sculpting charges of $3,104.00. The cool sculpting appointments were about a month and a half out and I had to cancel my appointments. I requested a refund at that time as I would not be able to do them for the foreseeable future. No one could help me when I called and I was told me to leave a message for the billing department. A week or so later, I received a call back and was told there were no refunds allowed! Ideal Image said the contract I signed stated there were no refunds and I would not get one for the cool sculpting treatments regardless of whether or not I received them. I felt pressured to sign the 15-page contract as we rushed through the signup process to lock in the great discounts and book my credit card. Not once during this process did the consultant mention that no refunds would be allowed. If I had been informed of that, I would not have proceeded with the purchase. Id like a refund of the $3,104.00 for the cool sculpting treatments that were never received.

  Business Response

  Date: 10/03/2022

  This is a duplicate complaint.

• Initial Complaint

  Date:10/03/2022

  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 contacted Ideal Image regarding laser hair removal and purchased services that were paid for via Ally L-- on 7/30/2022. The sales associate that sold me the package was very nice and personable; however, I was under the impression that the price of approximately $4800 would encompass touch up treatments. Once I arrived at the facility (8/1/2022), I was informed that touch up treatment options are provided for a "discounted" rate as needed. I was able to receive one treatment of the six treatments for my face and underarms. However, at receiving services my face was burning for an extended period of time. I scheduled an appointment thinking maybe my symptoms were normal. I did not follow through with the scheduled appointment once I decided to no longer receive the treatments, as I realized the symptoms I experienced were potentially adverse reactions to the laser. I am an African American woman and being burned by the lasers were my top concerns/reservations when I considered laser hair treatment. I was ensured during the sales process and at the initial appointment that the lasers could accommodate my complexion/melanin. I reached out to Ideal to cancel the services on multiple occasions and was met with horrible customer ******************** and one rep even disconnected the call. I would not recommend this company to anyone due to hidden fees/false advertisements to secure sales for service, poor customer service, and lack of availability for appointments. You also have a set time to receive all treatments that are not mentioned when signing up. I do not understand this concept, especially if treatment dates are not available. It seems very predatory. I would like to be refunded the contract price less the amount for the treatments I have received. I want to pay for the services rendered to my face and underarms, but I do not want to continue with services due to the many reasons aforementioned.

  Business Response

  Date: 10/03/2022

  The lifetime guarantee membership encompasses the Lifetime Guarantee that allows you to come in for touch-*** after the ******************************************* the contract (attached for review). We do have medical grade equipment/lasers that can accommodate any skin tone at Ideal Image. ***** from the laser is a side effect that can happen when treated as explained in the contract. We apologize about any customer ******************** that was not stellar. 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. Thank you.
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18141211
  
  I am rejecting this response because:

  I have not received services for the Brazilian laser hair removal and would like a refund. I spoke to a case manager would said she would remove these services from my account but has yet to do so  

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

  Business Response

  Date: 10/07/2022

  Once again we apologize that there was a miscommunication - we can remove the *** area from the contract and apply funds to another service or area but we are not able to refund the guest as it does not fall under the terms and condition of the contract. Thank you.

• Initial Complaint

  Date:10/03/2022

  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.

  On 7/16/2022, I had my zoom call consultation for laser hair removal, during this call I was quickly sold into doing cool sculpting. My consultant spent about 20 minutes assessing my (lower stomach, inner thigh and banana roll) via zoom video, and assured me that I was a great candidate. My consultant made it clear that payment had to be made that day, to get "These great deals", so while she stayed on the phone, she sent me the docusign contract "which I never got a copy of", and also helped with financing. By the end of the conversation I was in $7806.25 with Ideal Image, and my first cool sculpting session was set up for 8/26/2022. On 8/26/22, I went in, and after being assessed by the nurse, she informed me that the areas I wanted done I was not a good candidate. She showed me that these areas was more hanging skin from losing weight, and not really a lot of fat underneath, so doing the cool sculpting would only make it worse. She also asked another nurse to come in to confirm what she was telling me. The 2nd nurse agreed, so I left. On 9/2/22 I called the corporate office, and explained that I purchased cool sculpting, and after being told that I was not a good candidate, I requested a reimbursement for my purchase of cool sculpting in the amount of $3094.57. I received a call on 9/19/22 from ***** ***********************, informing me that I was not eligible for a reimbursement. When I questioned as to why, he would give me no answer except that I signed a contract. I explained to him that yes, I did, but I signed for cool sculpting services, and now that I will not receive those services, I would like my money back. **** was cold, and never gave me a reason except "you are not eligible for reimbursement". I demanded to know why I was not getting money back for services that were not performed, but he kept saying something about "the medical professionals said", but never told me what exactly they said. Eventually he just hung up on me.

  Business Response

  Date: 10/03/2022

  It is our understanding that this has been resolved as an account credit.

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18140391
  
  I am rejecting this response because:

  the statement made by Ideal Image is an untrue statement. After their staff found that I was not a good candidate for the specific areas that I paid for (cool sculpting) they tried to push me into doing other services. 
  

  if ideal image goes back to their recorded phone call I made to them on 9/2. I expressed that I was uncomfortable with feeling forced into doing services that I did not want, and that I wanted reimbursed for the cool sculpting. The lady I spoke with at Ideal Image stated that she totally understood and that I could be reimbursed, and would be putting in a request for reimbursement. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/14/2022

  We will have someone reach out to this guest to discuss concerns. Thank you.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18140391
  
  I am rejecting this response because:

  To date ideal image has not contacted me. I would appreciate reimbursement for services that I paid for that I did not receive. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

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

• Initial Complaint

  Date:10/03/2022

  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.

  On July 6, 2022 I signed up for Ultherapy and Cool Sculpting at Ideal Image *****, ** along with the lifetime membership for $250 for a total of $3,354.00 on my credit card. I was able to get an appointment for my Ultherapy right away and did get that done. I am not disputing that service or the $250.00 membership charge, Im disputing the cool sculpting charges of $3,104.00. The cool sculpting appointments were about a month and a half out and I had to cancel my appointments. I requested a refund the beginning of August as I would not be able to do them for the foreseeable future. No one would help me when I called and I was told me to leave a message for the billing department. A week or so later, I received a call back and was told there were no refunds allowed. Ideal Image said the contract I signed stated there were no refunds and I would not get one for the cool sculpting treatments regardless of whether or not I received them. I felt pressured to sign the 15-page contract as we rushed through the signup process to lock in the "great discounts" and book the services on my credit card. Not once during this process did the consultant mention that no refunds would be allowed. If I had been informed of that, I would not have proceeded with the cool sculpting purchase. They were not upfront about their policies at the time of purchase. Id like a refund of the $3,104.00 for the cool sculpting treatments that were never received. Thank you.

  Business Response

  Date: 10/03/2022

  The guest has opened a credit card dispute therefore the funds are pending in the guests account until the dispute is resolved. At this time there is nothing that Ideal Image can do to resolve as we not longer hold the funds at this time.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18136817
  
  I am rejecting this response because: I did file a dispute on 8/11/22 with ************ my credit card company.  At that time the took the disputed $3,104.00 charge off my credit card statement.  On 9/23/22 I received a notice from *********** that Ideal Image rebutted the dispute and *********** considered my closed unless I continued with them.  I spoke with them about my issue and thought it would be better to pursue my dispute with the BBB.  I've attached the letters from *********** and asked them about Ideal Image's claim that they don't have the money.  *********** said Ideal Image was paid by me in July 2022 and they do have the funds so they should be able to refund my request.  

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

  Business Response

  Date: 10/07/2022

  Thank you for the information. We will send this over to accounting to see if we can spend up the process of getting the funds back onto your account. The dispute was won by Ideal Image as the contract is 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 resolve in a way that falls within the contract terms and conditions. Thank you.
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18136817
  
  I am rejecting this response because:  As I previously stated, receiving a lengthy contract as I was being rushed to secure "discounted deals" within 20 minutes online without ever going through the important points, especially that there are no refunds at all is unreasonable. This was a lot of money to spend and they should be up front about their policies.  My first appointment was 2 months from the date I signed up (July) for services, and that was checking 3 separate facilities in the area.  I couldn't believe they were that far out in their appointments but they said they didn't have staff.  I had hoped to have this done by fall for a family event but I wasn't even going to get started until September. During that waiting time I had a leaking roof and car transmission issues and realized I couldn't afford the treatments anymore.  Since I never got any cool sculpting treatments I requested my money back.  I was actually going to look at doing this next year if my finances allowed but needed the cash back for now.  I called Ideal Image to request a refund a number of times and was told the business office would handle it, they never said they don't issue refunds so they just prolonged this process.  They weren't forthcoming at all about their policies at any time. I still want and need the refund for services not rendered.  At this point, I have no desire to do business with Ideal Image ever again.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2022

  We are issuing refund

  Customer Answer

  Date: 10/19/2022

   
  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:10/03/2022

  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 completed a virtual consultation for laser hair removal back in June 2022. I was told by the sales associate that I was a candidate for laser hair removal so I decided that I was going to go through with it and put a down payment on it and she assisted me with setting up a line of credit through Ally lending. She scheduled me for my first in person appointment for the end of July. In the meantime my payments have started to Ally and I have been actively paying off the loan since June. I went in for my consultation which they stated at that time that I was not a candidate due to the color of my hair. They completed a singe test to confirm and stated that they would like me to come back in 6 weeks to ensure I was not a candidate and that the treatment did not work. I came back for my second appointment in August and confirmed by two other technicians that I was not a candidate. They stated that they were going to open a claim however could not provide me with a claim number and said someone from claims would be contacting me. I received one call from ********************* in claimed he left me a voicemail and number I have called and left several voicemails and no call back from him I contacted customer service and the person I spoke to stated that ****** does not have a manager and there was no one else that could assist and I needed to wait to hear from him. I have since talked with a supervisor on the corporate side who stated that my claim was closed and she reopened it and stated she escalated it I received one voicemail **************** and attempted to contact him back and followed up with email and have not received any call back or follow up I have since called customer service again to file a complaint and asked for a call back from a manager and also ****** and still have not heard back from anyone. It is now going on 2 months and I have had zero contact regarding my claim status and reimbursement. I am unable to talk to anyone regarding it and get absolutely nowhere.

  Business Response

  Date: 10/03/2022

  This has been resolved.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18136366
  
  I am rejecting this response because: I have not been reimbursed to my personal credit card and **** lending has not received reimbursement either. Claim department has not reached out to me with a claim number or with confirmation that reimbursements have gone through payroll and when I can expect to see the reimbursement. I would like a follow up call and written documentation from Ideal Image of the confirmed reimbursements payed out to me and to Ally Lending.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/06/2022

  Client was spoken to on 9/30 regarding issue with form, error was fixed and documents were processed. Please give 3 - 10 business days. Thank you

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18136366
  
  I am rejecting this response because: I have not received my refund to my personal credit card like I was told I would within 10 days. I am still owed $84.67. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/18/2022

   
  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,
  
  ***********************