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

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

  330 San Lorenzo Ave Ste 2345 2nd FL Coral Gables, FL 33146-1854

• 

  Ideal Image

  612 W 47th St Ste 305 Kansas City, MO 64112-1943

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:09/23/2022

  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 a very poor experience with Ideal Image. Not only was I lied to about the results being permanent, I was told that the damage incurred would be less than waxing. I have experienced folliculitis, discolored skin, and scarring as a direct result of the treatment (torture) by Ideal Image at the rate of just over $6,500. I requested a refund because of this, and the owners have refused. They should be ashamed of themselves for running such a scam. Fortunately for me, I did not sign a contract with them, nor do they have a valid, signed consent form As a note, I tried to request a refund, and they wanted me to go for an attorney - that was their costly mistake. ??

  Business Response

  Date: 09/26/2022

  This guest purchased with a franchise location. We encourage the guest to reach out to the location at **************. Thank you.

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18058519
  
  I am rejecting this response because: I received treatments at a corporate location from 2021 to 2022. I *started* as a guest at a franchise location, but became a corporate guest in October or November last year and my most recent treatment was in July of 2021 at the Ideal Image - Bunker Hill location along with the aforementioned treatments. I have attached the photographs detailing my experience and these issues *worsened* at the corporate location.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/06/2022

  This guest purchased at a corporate location therefore the guest needs to reach out to the corporate location regarding the refund request. We encourage the guest to reach out to the franchise location at **************. Thank you.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18058519
  
  I am rejecting this response because:
  Copy and paste response. I was a guest at BOTH locations. I had treatment at BOTH locations. The majority of bodily harm was done at BUNKER HILL LOCATION.

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

  Business Response

  Date: 10/17/2022

  We are unable to assist at Corporate level as his purchase was made under a franchise. He will need to speak with the franchise location to obtain resolution. Franchise centers have their own BBB and are stand alone centers

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18058519
  
  I am rejecting this response because:

  I had the majority of service done (that damaged me) done at corporate, not franchise. If this is the only response coming back, this will be closed as unresolved. 

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

  Business Response

  Date: 10/17/2022

  Since the purchase itself( payment provided) was to a the Franchise, All concerns with refund will need to be addressed by the franchise. We are happy to assess and treat any concerns with the actual treatment but will not be able to assist with request for refund

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18058519
  
  I am rejecting this response because:

  I have incurred permanent bodily harm and irreversible disfigurement from treatment provided at a corporate and franchise location. This happened without proper protocols and includes malpractice, gross negligence and a few other issues. I merely requested a refund initially, and I have never met such lack regard for a customer by any company. I am sick of repeating myself for something that is not being taken seriously. This matter can be closed as unresolved and I will gladly let this sit on BBB for three years. 

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

  Business Response

  Date: 10/19/2022

  Please Confirm with your Attorney, Refund is being provided by the ******************.  Your concern has been resolved

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18058519
  
  I am rejecting this response because:
  I have had no such correspondence to indicate that any sort of return is being processed. Once this proof is obtained, I will consider this resolved, but as of now, it is not.
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

  This complaint needs to be handled between the guest and the Franchise location. Perhaps this BBB complaint should be transferred to the *********** BBB account. Communication provided to us from the Franchise location is that this guest was being refunded. Thank you.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18058519
  
  I am rejecting this response because:
  I have received treatments at both locations and they were most recently at a corporate location. There has been no such refund as of yet. And the complaint is valid for both locations because injury occurred from treatment at both. 

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

• Initial Complaint

  Date:09/23/2022

  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 signed up for LHR at Ideal image (********, **) went to my first appoint on 8/9/22. That evening after I returned home I developed a severe reaction with a terrible ************ that spread up my stomach, chest, ************ also causing an extremely swollen ************ I took photographs to document the injury. On 9/1/22 I contacted ***************************** to cancel and I sent them the pictures of my reaction. . Nobody from ideal image contacted me but **** said they were working on it. I finally was able to get through to a different person at Ideal image and on 9/14/22 they offered to refund me $1,620 out of $2,500 FOR A SINGLE TREATMENT... That actually caused me substantial harm! The contract shows *** is based on 9 treatment which breaks down to $238.88 per treatment. They refuse to send me a breakdown of the charges, they want to charge me $250 for lifetime guaranty??? & maybe a $100 cancellation fee & $100 in products that I no longer need. I have offered to pay them for the single treatment $238.88 & $72 for some sunscreen products they sent me for a total of $317.88 (I SHOULDN'T HAVE TO PAY ANYTHING IF THIS COMPANY WAS UPSTANDING AND ACTUALLY CARED ABOUT THEIR CUSTOMERS) my last communications with ******************************************************* was 5 days ago and I am absolutely disgusted with this company.

  Business Response

  Date: 09/23/2022

  This was resolved on the guests behalf due to the dispute the guest opened with the lender on 9/14/2022.

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 18057950
  
  I am rejecting this response because:

  This has NOT been resolved. Ideal image has offered to refund me $1,620 out of $2,500 and this is unacceptable for a single treatment that caused me harm. They have refused to give me a breakdown of the charges AND THE WHOLE POINT OF FILING THIS COMPLAINT is because their charges to me are unreasonable and inconsistent with their contract. Please see attached screenshots of my mother's email to Ideal image with the RED quote from their contract. I have offered to pay for a single treatment out of 9 and pay for the sunscreen as they have said they are non returnable without the original packaging even-though they are completely unused.  Ridiculous! 
  They are trying to advantage of me because I'm 19 years old and they think they can get away with it. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/26/2022

  When you open up a formal dispute with a bank/credit card company, they are representing you on your behalf. At this time we have come to an agreement with them and your account has been settled/closed out.  Regardless, if you disagree with the outcome, we have settled the account with your bank/credit card company therefore, your account has been closed and there will be no further action regarding the dispute.
  

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18057950
  
  ******************************* never filed a complaint with anyone other than Ideal image & then a few days later, their lender; Ally lending.  Ideal image would not return my daughter's calls so she contacted Ally lending in order to get the cancellation process going. Ideal image has never provided a breakdown of the charges and ******** never accepted the terms of their offer as their offer did not represent the terms in their own contract.  It says TWICE that *** is based on 9 sessions, yet they want to charge her based on (5) session plus other costs that we don't even know because they refuse to provide a breakdown. I have several emails to show our requests.
  See contract here.
  .
  Please contact me *************
  ******** has added me to her account at ideal image so I am authorized to discuss this matter.  Ideal image is a predatory company trying to take advantage of a 19 year old girl who has provided PROOF of her injury and cancellation beginning 22 days after signing up. 
  Well within the 30 day contract cancellation period. THIS IS OUTRAGEOUS.
  
  
  *************************
  ********'s mom

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18057950
  
  ******************************* never filed a complaint with anyone other than Ideal image & then a few days later, their lender; Ally lending.  Ideal image would not return my daughter's calls so she contacted Ally lending in order to get the cancellation process going. Ideal image has never provided a breakdown of the charges and ******** never accepted the terms of their offer as their offer did not represent the terms in their own contract.  It says TWICE that *** is based on 9 sessions, yet they want to charge her based on (5) session plus other costs that we don't even know because they refuse to provide a breakdown. I have several emails to show our requests.
  See contract here.
  .
  Please contact me *************
  ******** has added me to her account at ideal image so I am authorized to discuss this matter.  Ideal image is a predatory company trying to take advantage of a 19 year old girl who has provided PROOF of her injury and cancellation beginning 22 days after signing up. 
  Well within the 30 day contract cancellation period. THIS IS OUTRAGEOUS.
  
  
  *************************
  ********'s mom

  Customer Answer

  Date: 10/04/2022

  Complaint: 18057950
  
  ******************************* never filed a complaint with anyone other than Ideal image & then a few days later, their lender; Ally lending.  Ideal image would not return my daughter's calls so she contacted Ally lending in order to get the cancellation process going. Ideal image has never provided a breakdown of the charges and ******** never accepted the terms of their offer as their offer did not represent the terms in their own contract.  It says TWICE that *** is based on 9 sessions, yet they want to charge her based on (5) session plus other costs that we don't even know because they refuse to provide a breakdown. I have several emails to show our requests.
  See contract here.
  .
  Please contact me *************
  ******** has added me to her account at ideal image so I am authorized to discuss this matter.  Ideal image is a predatory company trying to take advantage of a 19 year old girl who has provided PROOF of her injury and cancellation beginning 22 days after signing up. 
  Well within the 30 day contract cancellation period. THIS IS OUTRAGEOUS.
  
  
  *************************
  ********'s mom

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18057950
  
  This case has not been settled through Ally Lending no matter how many times Ideal Image repeats it.  Ignoring my phone calls so that I have no alternative other than to call the only other person related to this account and then making a "settlement" of a completely arbitrary dollar amount (without consulting me) is NOT a resolution. I initially had asked for a FULL REFUND and this is documented in my communications.  I spoke with Ally lending yesterday and they are absolutely able to settle this for whatever Ideal Image is willing to settle for.  My written offer based off of the contact from Ideal Image is $317.08.  This includes a single session and the 2 sunscreens. I canceled September 1st (within 22 days of contract) after I suffered an INJURY TO THE LHR ******** I have documented this for the BBB & IDEAL IMAGE.  I am disgusted that Ideal Image is charging me unknown costs above and beyond the charges stated in their own contract. I have an email trail with ************************* and *************************** asking for this information and I have received nothing. I am prepared to take this to mediation or small claims court and use Ideal Image's very public history of predatory and dishonest practices to fight back. 
  

  Business Response

  Date: 10/04/2022

  The breakdown for the funds remaining with Ideal Image is listed below:

  Guest paid $2,150.00 for Laser hair Removal Package - its derived from a 5 treatment plan which the guest was treated once bringing the charge for this to $430.00. The guest was charged for the Lifetime Guarantee membership as the guest was treated as well as received benefits from this on the purchase of the contract therefore it is non-refundable  $250.00. In addition the guest purchased ********* that totals $102.36. There is also a $100.00 cancellation fee that is charged. The dispute resolved with the remaining funds kept by Ideal Image based upon the contract: $403.00 + $250.00 + $102.36 + $100.00 = $882.36 leaving $1,620.00 returned to the financing company via the dispute.
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Per your contract, the treatments for LHR are based on 9 sessions.  This is $238.88 per session. RIGHT HERE ON PAGE 7 OF YOUR CONTRACT.

  16. Terms By Treatment Type

  The Laser Hair Removal ("***") package described in your purchase summary / invoice includes

  service sessions typically scheduled six (6) to ten (10) weeks apart that must be completed following your
  first treatment within the time frame specified in your purchase summary / invoice (Duration). Any of the
  services not completed within this Duration will be forfeited, and no refund will be given.
  o The *** package includes unlimited treatments within your prescribed treatment interval. Treatment
  intervals range from **** weeks. Price per session derived using a 9-treatment plan of 5 standard treatments
  and 4 touch-ups.

   

    I have NO "LIFETIME GUARANTEE".  as I can not use your *** service after if caused me harm.  PER YOUR OWN CONTRACT IT IS YOU WHO SHOULD BE CANCELING THIS CONTRACT

  Here: 

  3. 3. Termination. We may terminate the Agreement in the event that our medical director, or his or her
  appropriately licensed designee, in good faith determines that the services should be discontinued because
  continuing services poses a potential health risk or a risk of injury to you or others.

  
  AND ANY BUSINESS WITH SCRUPLES WOULD OFFER A FULL REFUND. To charge me a cancelation fee and a lifetime guarantee charge for a product I can't use is beyond the pale.

  see you in court. $55 filing fee is a small price to pay to get justice from a predatory company like Ideal Image.

  See below, this email will be sent now.

  *****************************;& ****************,
  This final email is to document that I have done everything I can to settle this case under proper terms and actions based on the written terms of the contract signed on 8/8/22 and canceled on 9/1/22 after I received a single service of *** and suffered a documented severe adverse reaction.  I HAVE NOT ACCEPTED YOUR TERMS OF REFUND as I have requested a FULL REFUND due to injury.  I have also offered in writing to both Ally Lending & Ideal Image a settlement of $317.08 for 1/9 *** treatment and the 2 non refundable sunscreens.  I have filed a complaint with the BBB (complaint #********) to which Ideal Image is responding that this case has been settled, WHICH IT HAS NOT.  I have contacted Ally Lending on 3 separate occasions in writing to indicate that my settlement offer is $317.08.  My intentions at this time are to wait 48 hours for resolution in the amount of a REFUND of $2,185.28.  After multiple documented notifications to both Ally Lending & Ideal Image, I will be filing in small claims court naming both Ideal Image & Ally Lending as defendants for the full amount of the contract plus court costs, and injury damages up to the maximum amount allowable in ******** of $7,500. 
  
  
  CONSIDER THIS EMAIL AS A "DEMAND LETTER" PRIOR TO FILING.
  
  
  *******************************

• Initial Complaint

  Date:09/23/2022

  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 8/28 I contacted Ideal Image because I was very interested in your cool sculpting services.The initial zoom meeting I was told that my goals are not only achievable but can started within a few weeks. Now Had she told me at That time that the closest appointment to start was 2 months out I Wouldn't Have Signed The Contract!!! She got me a appointment to come into the office 9/6/22 for my complimentary cool tone.The clinician who ran the Machine said they were overbooked but I didn't think much of it at the time. At the end of the appointment I was told by the person sitting behind the receptionist desk that they were overbooked at both ********* locations because they do not have enough certified clinicians to perform the procedure and the earliest appointment available would be 11/24/22. More than 2 months away.that was the best that can be done until after the winter holiday season which was Not was I was lead to believe and totally unworkable. I called the next day to express my frustrations and was told I would be contacted by Friday. I Never Heard from anyone. I contacted again Ideal Image the following Wednesday 9/13/22 , giving them 2 extra days for them to contact me. I live in ********* and I contacted Ideal Image because by Wednesday I had found another company who could start my treatments immediately (No 2 month wait) so I told them I wanted out of the contract. I told her that Had I Been Informed that this is a popular procedure and the closest appointment was 2 months away before I signed the contract, I would have never signed. She said she would take off the life time subscription but I was still obligated to pay for services that Ideal Image is unable to be render for 60 plus days because they are overbooked and understaffed. Have Nothing to do with ideal Image's staffing/booking issues and should have been informed of those before I signed the contract. Then I would have made a informed decision on whether I wanted to wait on your services.

  Business Response

  Date: 09/23/2022

  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 the guest understands our refund policy. We do have a treatment book optimization team that works closely with the centers to get guests in who are requesting earlier appointments. In addition, the guest is welcome to use funds for any other service that Ideal Image has to offer. Attached is the contract for review. Thank you.
  

• Initial Complaint

  Date:09/22/2022

  Type:Order 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 booked a consultation for cool sculpting with them, there was an entire hour long consultation, they asked me sign some papers electronically, I am doing this during a my lunch break at work and after a long zoom call, I assumed they went over everything on the contracts so I just signed without reading that their terms are non-refundable/non-negotiable. I found this out by realizing I am pregnant (and was in fact pregnant when having this consultation without my awareness) and they are refusing to comply though I told them the sales woman saw me (and they have video proof of the zoom) scroll and sign and I said something align the lines of "nah I don't need to read it we went over everything. In the state of ************, any contract that is misrepresented and nondisclosure, unconscionability. and/or any form of coercion (they offered 100$ off and claimed to offer a huge discount while being more expensive that other places at full price) would be non-enforceable. For anyone considering this company, please don't, they are desperate for money and my guess is due to possible lack of business and shadiness. I will be taking the legal route and considering that I am pregnant (and was unknowingly pregnant when I booked this), the added stress this has put on me will definitely be mentioned. **** dollar is very important when considering a pregnancy. In addition, I may be also making a tic tok soon about this with hope that it will go viral and have them "canceled," its cancel culture baby and scamming people is just not it, at this point, I am going to need more than just a contract release, ill need a pay out.

  Business Response

  Date: 09/22/2022

  Guest will be resolved on or before 9/28/2022 as there is an open dispute with lender. Thank you.

• Initial Complaint

  Date:09/21/2022

  Type:Order 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 to initiate hair removal services with Ideal Image in August/September 2020. I was unable to receive treatments due to them being booked for appointments for months at a time. Treatments began in ******, ** and then ****************** when I moved. I have asked and expressed my discontent with them in person, over the phone, via chat and some online reviews. I paid upward of **** for a service and although the worked to let me "complete the treatments" (after I called and addressed that portion of the issue) the results are NOT as advertised. I'm still paying on the service as I was not offered the option to pay upfront during the initial consultation. So essentially I'm paying for "treatments" that did not work. As part of the package I was offered touch up appointments at a reduced rate but it's illogical to pay additional money on top of the monthly payment for additional treatments that *** or *** not work.

  Business Response

  Date: 09/21/2022

  Our service agreement offers no guarantee of results.  You can utilize your lifetime membership for future touch ***

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18055496
  
  I am rejecting this response. Just want other patrons to be aware that after spending their money advertised serves that results arent guaranteed. However, if you want to keep spending & TRY for results thats an option. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/26/2022

  We apologize if the contract was not reviewed regarding treatment results guarantee. This is why we offer the guarantee as each individual is different and has different results with the laser. Please feel free to reach out to the medical staff at the clinic regarding your individual results as they may be able assist. Thank you.

• Initial Complaint

  Date:09/21/2022

  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.

  Sunday 09/11/2022 I signed up on Ideal Image's site for more info about laser treatments. I get a call to do a consultation which I wanted to do in person, but they pushed me to do it by video call & on the day of- saying it would just be an educational session for questions. During the video call, I thought I'd have time to think about all the payment options but they pressured me to sign the contract in one sitting. Nothing was mentioned about it being non-refundable. I was even told "what is there to think about" when I mentioned I'd like to come back to it. I decided to do a monthly payment plan plan with a downpayment of $646, overall being $6,725. They had scheduled me an appointment the next day. Later that week I decided that the overall payment for my plans were too expensive & I felt uncomfortable paying that much, but was willing to pay for the one session I actually took. I also found tons of reviews of others similarly getting pressured into signing contracts, so I felt uncomfortable and scared to continue any treatment with this company. I called them Friday 9/16/22 to cancel everything & for a refund excluding the one service. I was informed that I'd get a ************* next week. I got a call today 9/22/20 that they can cancel my plan, but refund is not possible because of the contract. They said I can only use my downpayment as credit, which I'm not interested in using at all. Furthermore, I had written that I took Acutane 2 months ago, which I found out after my one session, made me un-eligible for any laser treatment for 6-9 months. It's shocking that they did not care for health risks- I even recall them asking me about it and casually setting appointments for the next following months. I hope they don't make me continue paying for the total monthly payment plan like I'm seeing with others who tried to cancel everything. I just want a refund and have nothing more to do with this company.

  Business Response

  Date: 09/21/2022

  Our services are non refundable. This guest has decided to use her credit at a later time

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18055223
  
  I am rejecting this response because: I was coerced into signing the contract with no refund in the first place, and was a victim of manipulative tactics. I was made to sign on the spot, there was zero mention of refund policy, and the entire process was through a video call where I was not able to visual all pages correctly. I was pressured into this like several other reviews I'm seeing online. On top of this, I hadn't even started the main services the payment was for, so I had paid for nothing. During the call the only option I had was to keep the payment as "credit". A refund is preferred, since all other services are too expensive to use the credit and I'm not interested in them. 
  

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

  Business Response

  Date: 09/26/2022

  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. The contract is sent via DocuSign or E-mail giving the guest time to review documents before signing. The consult is virtual therefore the guest is in their own location and given additional time if requested as needed. We apologize that the contract was not reviewed when signed and are happy to still offer an account credit to use toward any other services. In addition, we are happy to discuss other resolutions as well as long as it falls within the terms and conditions of the contract. Thank you.

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18055223
  
  I am rejecting this response because:
  I am not interested in any other services at Ideal Image. 1. It is illegal to charge me for services I have not received. 2. I have received mail by **** and Fortiva about credit applications that I had NOT applied to or had been made aware of. I had even asked by email after consultation to be given details about how my payment plan will look like but I received no response with that information. 3. I was not eligible for the single session I had taken (sept. 12) as I had taken Absorica, a brand of Accutane; meaning I was NOT a candidate for laser treatment. I informed them about it in my medical history (along with ******), they had asked about it, and then proceeded with treatment anyways. I found out myself within the week, thus canceling the contract. Accutane can increase risks of scarring after laser treatment within 6 months after taking it, according to ****************************. 

  Once again, I am asking for a refund of $646. 

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

• Initial Complaint

  Date:09/21/2022

  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.

  Ive been struggling with ideal image since August and constantly going back and forth. I am needing some advice on the best way to go about cancelling my contract with ideal image and cancelling my loan agreement with ally lending. I had a free zoom consultation with a specialist where we discussed cool sculpting and the areas in which I was looking for these services. I was only looking for more information. We then spoke about pricing and availability that ideal image has for appointments. Then, she proceeds to share her screen with me where she pulls up a loan agreement with ally lending and explains that I qualified for a low interest rate in monthly payments. I was immediately hesitant because I was only interested in cool sculpting and looking for information, I by no means wanted to take out a loan because I did not want my credit affected in any way. After expressing my concerns regarding my credit, the specialist continues to pressure me into thinking that this will actually affect my credit score in a positive way. Unfortunately, I gave in to the pressure when she kept asking if I received the loan agreement with ally and asked me to sign the contract. The next morning, I immediately regretted this and contacted ideal image to cancel. They communicated that I would not be able to cancel. I then decided to file a dispute with ally to inform them I do not want these services and want to cancel my loan agreement. Then, I receive a call from the same specialist from ideal image saying that she saw I filed a dispute with ally. She proceeds to tell me that its better to cancel my dispute because if I were to keep it active, ally will return the money but because I still have the contact with ideal image, Id still have to pay them and if not be sent to collections and affect my credit badly for the rest of my life. I havent received any services from ************************** would like to terminate my contract with them and have my loan disputed.

  Business Response

  Date: 09/21/2022

  This guest is being resolved by dispute on 10/5

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18053878
  
  I am rejecting this response because:

  I have not received any services from ideal image and have not used any money from the loan with Ally lending. I need ideal image to return the loan and terminate my contract. Im not looking into receiving services with Ideal image and would like to close my contract with both ideal image and ally lending. Its not legal or ethical to charge customers of their money for services that werent rendered.

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

  Business Response

  Date: 09/26/2022

  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 as the funds from the loan have been paid onto the contract and the contract has been signed by the guest. 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: 10/04/2022

   
  Complaint: 18053878
  
  I am rejecting this response because:
  When I signed the contract, nobody made me aware that this would be non-refundable even if services werent rendered. So no, I did not have an understanding of your contract rules as I was pressured to sign something that I wasnt aware of. Asking a customer to sign a contract when your personnel didnt even review said contract with the customer isnt ethical. Its just another tactic to continue scamming individuals. I have not and will not receive any services from ideal image. Therefore I need to terminate whatever contract ideal image keeps using against me. I have no connection to ideal image, I have not received services or used any of the loan money. I am actively in the process of cancelling my loan with ally lending.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/21/2022

  Type:Order 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.

  This is a scam!!! They are trying to get money (Idea Image /ally Lending )for services I did not receive. she said that the contract was binding but, in the contract summary at the bottom. said, "you can terminate the agreement if services were not rendered". I have not received any services, I had to cancel because my mother-in-law will have to have full care around the clock. Therefore, my income will be affected. As I see in all the other reviews they don't care!! This can not keep happening something has to be done Please!!! so people will not keep becoming victims, it's not right nor fair

  Business Response

  Date: 09/21/2022

  Please review attached contract.  Our service agreements are non refundable

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18052484
  
  I am rejecting this response because: The contract under the  detail summary states that a contract can be terminated if service were not rendered I have not received any services from them .They are aware of this thats why my contact was erased I asked them to send me a copy of my contract I havent seen anything . 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/26/2022

  A copy of the contract has been uploaded to this complaint for your review. 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. There is no scam. Understanding your Service agreement means you understand our refund policy.
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18052484
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************;

  I still have not received a copy of my contract 

  I have not received any services from this company ,so therefore Im not obligated to pay for anything. 

• Initial Complaint

  Date:09/21/2022

  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.

  Ideal image opened accredit card for services and charged the card ******* and no services had been rendered. I decided not to receive services, and they still charged the card. And refused to refund the money

  Business Response

  Date: 09/21/2022

  Charges are collected based on signed service agreement which is non refundable.  Service agreement states payment is due upon signatures unless otherwise indicated.  We are happy to assist you with scheduling your services

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 18051724
  
  I am rejecting this response because: I never scheduled services. No services were rendered. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/26/2022

  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. Appointments scheduled or services rendered or not the contract is still a non-refundable contract that the guest agreed upon.
  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18051724
  
  I am rejecting this response because: It states no refunds. I never charged the services. It was not explained to me that I would be paying prior to my visit. I contacted you all within 24 hours to let you know I was not moving forward. Someone took my name and said that they would get a representative to call me back I never received a call back. I called four times last week and left messages still no call back. This policy was never explained to me in this type of business is illegal. You cannot charge someone before services are rendered Services should be charged at the time of service.

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

• Initial Complaint

  Date:09/21/2022

  Type:Product 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.

  Date of Transaction: Appointment 04/02/2022 at 3:00 PM Location: ******************************************************************, ************ The Amount of Money you paid the business: $807.75 What the business committed to provide you: To remove my brown spots and melasma or pregnancy's mask through there laser treatment or as Ideal Imaging refers to it as BBL - Face What the nature of the dispute is: My name is ****** and I had a consultation with Ideal imaging beginning of this year. It was a video consultation and within the video consultation the representative stated we will take care of you and treat your face. I told them I started getting the brown spots during pregnancy and mentioned I had a pregnancy mask to ***** the representative during the video consultation. When I went to my first appointment in *******, the lady that was going to do the BBL laser she stated she will not perform the procedure because she stated I have melasma. She showed me the documents from Ideal imaging that the laser should not be used on individuals with melasma. It was against there policy and Ideal imaging policy. Ever since then I have requested a refund and Ideal imaging has made it very hard for me to obtain it. The ideal imaging clinic in ******* stated we will work on your refund. Please it's been very difficult and troublesome to obtain any refund as I have been going in circles. Please put your self in my shoes, and I should not be treated this way. I am struggling for my right and my own money. The procedure was not performed due to the melasma so theoretically the refund should be issued. I have contacted my credit company to obtain the refund on multiple attempts and Ideal Imaging will not honor it. It also states in Ideal Image terms and conditions attached of the contract that a refund will be provided, if there medical director discretion determines that you are not an appropriate candidate to receive treatment service.

  Business Response

  Date: 09/21/2022

  We advised this guest that based on her history of hyperpigmentation post pregnancy.  We need confirmation of Melasma from a Dermatologist. Otherwise, if we proceed with treatment, there is a risk of increasing the pigment.  Please provide a diagnosis from your Derm

  Customer Answer

  Date: 10/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  My appointment is soon and will provide the statement.  It should not be necessary for me to go thru all this trouble as I mentioned in my 1st consultation that I had pregnancy mask and yet you still scheduled me.
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/18/2022

  I have provided my Complaint ID ********.

   

  I am unable to respond in the email. I had to make an appointment with the doctor for the business ideal imaging required a letter confirming I have melasma.  The letter is attached from the doctor * please see attachment.

   

  I am in need of my refund from Ideal Imaging.  The complaint ID has all the details provided.   Thank You for your assistance.

   

  Let me know if you have any questions.

  Business Response

  Date: 10/19/2022

  Thank you for providing the requested documentation. We have sent to medical for approval and will have someone reach out to you to resolve. Thank you!

  Customer Answer

  Date: 10/28/2022

   
  Better Business Bureau:
  
  Ideal image has reached out to me over the phone and they said they will issue back my refund. It's been over 7 days and it has not been refunded on my card.  They told it will take 3 to 5 business days.
  
  Sincerely,
  
  *************************