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

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

• 

  Ideal Image Laser Hair Removal

  8612 Preston Rd Ste 100 Plano, TX 75024-3315

• 

  Ideal Image

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

  801 S University Dr STE C136 Plantation, FL 33324-3366

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:09/14/2022

  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 scheduled a cool sculpting appointment for august 9th. I paid about **** dollars down and then made a payment of 300 dollars before the appointment. I showed up to the appointment on time, they took me back to the room and said that I didnt have enough fat to do the cool sculpting and said that they would assign a caseworker. The caseworker, *************************, called twice and left a voicemail and sent an email. I responded back to the email she the phone calls, but I did not receive anything from her since then. I call and leave her about four voicemails a day and regularly call customer service. According to the contract, if they decide that they cannot do the service I am entitled to a full refund. It has been over a month since Ive received any contact from them, instead I am constantly calling asking for the status of my refund. I even called corporate, and a woman apologized and said she would take care of it and hung up the phone and I never heard back, leaving me feel embarrassed and mocked. I just want my money back for a service they literally refused to do.

  Business Response

  Date: 09/14/2022

  This has been resolved.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18024210
  
  I am rejecting this response because:
  
  Although I signed the documents I have not yet received the refund.

   

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

  Business Response

  Date: 09/21/2022

  We provided refund on 9/15- date release was signed.  Please allow up to 45 days for receipt based on payment type per your contract agreement.

   

  We
  agree to refund the appropriate amount within forty-five (45) days of receipt of your signing and returning
  our Refund and Release Agreement. Upon termination of the Agreement pursuant to this paragraph, neither
  party shall have any further obligations or rights under the Agreement other than those, provided in the below
  paragraphs, which survive the termination or expiration of the Agreement.

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service 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.

  Purchased Restylane 2 cycles 4/14/21 for appointment to be in ******* **. I was told there was no doctor to perform, and machine broke for other service purchased thus transferred to ********* area. I excessively was told no doctor available for procedure and the time allotment expired before could be performed. I then was told could not transfer to other service without being able to speak with a national rep and never got a call after repeatedly asking for assistance int he matter. Now told expired and no refund is being available or change in type of service. I am disabled and did not really understand what I was signing and made every effort to discuss but got nowhere with the Restylane purchase. I would like my refund of $1000.00 especially when if was not available to me in their time frame with no fault of y own Can someone please intervein and help resolve this 0issue. Thank you ************************ and my phone number is ************.

  Business Response

  Date: 09/14/2022

  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.
  

• Initial Complaint

  Date:09/14/2022

  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 signed up for and paid in full for Cool Sculpt and lip fillers in April 2022. My lip filler was never scheduled, and my Cool Sculpt appointments were cancelled by my local Ideal Image store due to "staff and equipment shortages" The first appt was cancelled by Ideal Image in May, the 2nd rescheduled appt cancelled by Ideal Image on June 25. I am done. I will not pay for services I cannot attain. My state declares that if you enter a contract and do not receive the goods and services within 90 days/3 mos the contract is voided. So I am now 7+ months without receiving my goods and services. They are insisting that as long as they TRY to schedule, the contract is binding.Try 7 months later...not acceptable. Now they are saying that my state's statue does not apply because it is only door to door law, not applicable to something bought online. I did not buy online but with an agent on zoom, who took my payment in person. This company is a sham. **Sidenote-I signed up my daughter for lip and ankle hair removal. We got to the appt and did the first treatment, and then told it was not hair removal, but hair follicle bleaching.

  Business Response

  Date: 09/14/2022

  We apologize about any scheduling issues with the guests home clinic however it looks as if we have tried to schedule the guest multiples and guest declined. There are no policies within the guests state that our contract falls under in terms of refund eligibility. 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. In addition, Ideal Image does not offer follicle bleaching.
  

• Initial Complaint

  Date:09/14/2022

  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 signed a contract with Ideal Image for laser hair removal in November 2019. The first time I was treated the provider did not treat one bikini area (not sure why) then on two occasions my appointment was canceled by them. The contract I had was a limited promotional deal. I finish paying off the loan months ahead of time. While I was close to finishing up treatment I found out I was pregnant and was told I could not be treated until after birth, I was verbally told to call the health center after I give birth to resume. I had a baby back in February 2022 and breastfeeding - my contract deal was over by that time. I finally called ideal image to continue my treatment and was told I'll have to pay a small copay it is not fair that 3times I was not treated properly/ appt was canceled on their behalf. The contract did not state that even if the patient becomes pregnant the same rules apply. I called and complained many times and been ignored or never called back or heard. I would like a settlement or refund because the laser treatments I did get were not successful, I do not feel or look my best which ideal image promises, lack of communication, breaching of verbal contract, and much more. I have more proof that I have been calling them or waiting for a callback. Please help me !

  Business Response

  Date: 09/14/2022

  Guests contract has been uploaded for review. The guest signed a 16 month unlimited contract on 11/29/2019 making the contract expired on 3/29/2021. The contract has been fully treated and the guest is eligible to take advantage of the touch up treatments if needed. Thank you.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18022393
  
  I am rejecting this response because: there is in fact an error and dating conflict with my contract which have been acknowledged by Ideal Image worker, yesterday (09/15/2022) when I went into the office. My situation will now be brought to corporate's attention. I will keep BBB informed with everything going on because I am not please with the lack of help, lack of communication, false promise by ideal image (Ideal image does not have me looking/feeling my best self), and possibly a breach of contract. 
  
  Sincerely,
  
  ************************

  Business Response

  Date: 09/19/2022

  This guest is fully treated and is not eligible for refund or extension. There will be no further resolution. Guest is welcome to use Lifetime Guarantee for any appointments.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18022393
  
  I am rejecting this response because: I have not been fully treated in fact my very first Brazilian treatment was not completed which was fault on the provider. I can list several issues violated on behave of Ideal Image. you all are quick to shut down patients and our complaints instead of investigating the problem. Ideal image promises one to look and feel as their best self. 
  

  Additionally, there must be a further resolution if someone is willing to actually investigate and help. The amount of complaints against ideal image is ridiculous and I wish I was aware that my experience would be just as badI would of never invested thousands of dollars if I can not be heard or fully treated. Maybe because my hair type is what you all are use to treating . You all are basically justifying that I should of been treated with LASER while pregnant. Please make that make sense. 
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:09/14/2022

  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 planned to get coolsculpting but changed my mind due to health reasons and not being able to keep up with a bill for a service I never got or plan to anymore. I was told I am still responsible for paying the monthly bill of ******** even though I closed the Fortiva account. I have called Ideal Image numerous times only to get anything resolved . No one will contact me back about this matter . Now Im stuck with a ******** bill which is now overdue of payment I cant make of $596.87 for a service Im no longer getting or received .

  Business Response

  Date: 09/14/2022

  We have previously discussed this guests concerns regarding her contract. 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 have previously downsized this guests contract as a resolution from 16 to 12 Cool Sculpting cycles with the funds that the guest had paid into her original contract. The guests medical concerns have been previously been reviewed and it was determined that it was safe for the guest to proceed with treatment. The guest is welcome to have medical information reviewed again or go into a clinic to discuss medical concerns with a medical professional. Thank you.
  

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 18020677
  
  I am rejecting this response because:
  I no longer want any service at all I have a letter from my doctor you can not force someone to get treatment or continue to pay for a service I never got or plan to get . I dont want a refund of my money I am asking for the company to credit the amount due for service I havent or not getting back to Fortiva . 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/19/2022

  We stand behind the contract and have tried tor each out to the guest to speak again regarding the contract 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.
  

• Initial Complaint

  Date:09/13/2022

  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 spoke with someone in April about UltTherapy. She made a recommendation but I didnt buy the service at that time.I called back in July to inquire again but was ready to buy the service. The person I spoke to didnt go over any risks associated with the service. I purchased via finance. I called to set up my appointment and the person asked if I wanted both sessions at the same time or to split it because of the pain. I asked her to give me more details because I wasnt aware that it it would be that painful. She said if I take 800mg of ibuprofen it should be fine but some people cant stand the pain. I spoke with my dermatologist who I am still under care of and she said she doesnt recommend it and gave me a letter. Originally when I called to cancel, a rep said I needed a note from my dermatologist stating this, which I got. I called back and they made me fill out a form. Which I did. And no one has gotten back to me. Its been weeks. Whenever I call they claim my case manager is busy and will call me back as she has not. They are lying and deceiving and I no longer feel comfortable getting services from them as I have in the past. Not to mention they need to cancel my services per the representative I spoke to originally that said all I needed was a note from my derm. They need to refund the finance company so I can cancel these services because this may affect my credit report.

  Business Response

  Date: 09/14/2022

  This has been resolved. Thank you.

  Customer Answer

  Date: 09/15/2022

   
  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:09/13/2022

  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.

  I contacted Ideal Image on August 31, 2022 about their cool sculpting service. After ******* through a consultation, I applied for financing. The sales associate was very helpful and aggressive even asking me what my preferred day and time for an appointment would be. The following day (after not hearing from the associate about an appointment), I called. I spoke to two general/corporate customer service reps and then the physical ******** and ****** **** offices. I was told that there are no appointments in ******** or ****** for the remainder if 2022 and no appointment could be scheduled . This violates the contract where Ideal Image guarantees that you will be scheduled within 60 days as a member. In addition, Ideal Image states that members can cancel membership within 30 days of signing up.I have placed ten phone calls to this company. They claim to have escalated my issue to a case but will not return my call. Meanwhile, I have received an invoice from Fortiva for financing that I never used, for a service I never received and Ideal Image cannot provide. The **** Consumers Sales Practices Act prohibits deceptive, unconscionable practices (such as the bait and switch Ideal Image pulled here). This is absolutely predatory and I have made numerous attempts to resolve this and they will not return calls, will not transfer me to a department or person who can resolve the matter, and I can only assume this is to stall in order for the finance payments to come due. Please help assist me with this predatory company. Consumers deserve better- especially from a company that provides health-related/cosmetic medial services.

  Business Response

  Date: 09/14/2022

  We stand behind our service agreement and the commitment it offers and have reached out to this guest to assist with scheduling concerns. The guest was offered an appointment and the guest declined the appointment. 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.
  

  Financing is an option for our guests, however the contract with the financing company is a separate contract from the contract with Ideal Image. Financing or payment up front allows our guests to be scheduled while they make payments on the services through the financing company.

  Ideal image contracts are non-refundable however, the contract does state that the guest has 30 days to cancel the Lifetime Guarantee Membership portion of a contract. (30-Day Right to Cancel and Receive a Refund. You have the right to cancel your LTG Membership within the first 30 days after the start of your Membership Term and receive a full refund, less a $20 processing fee, if you have not used any of the benefits of your LTG Membership)

  Ideal Image contracts do not fall under any right of rescission for this guest's state.Please see below.
  

  Right of Rescission for ****:

  Prepaid entertainment contracts (**** Rev. **** 1345.43)
  A buyer has the right to cancel a prepaid entertainment contract until midnight of the third business day after the date on which the first service under the contract is available, and if the facility or service that is the subject of the contract is not available at the time that the buyer signs the contract, the buyer has until midnight of the seventh business day after the date on which the first service under the contract is available to cancel the contract.
  
  Home solicitation sales (**** Rev. **** *******, 1345.23)
  A buyer may cancel a home solicitation sales transaction without penalty or obligation within three business days (until midnight of the third business day) from the contract date.
  
  Written confirmation of purchases; exemptions (telephone solicitors) (**** Rev. **** 4719.07)
  The telephone solicitor gives an unconditional full refund to nay purchaser for the return of goods or cancellation of services within a period of not fewer than seven days after purchasers receipt of goods, agreement to the services, or receipt of two copies of the written notice of cancellation required by division (H)(4) of this section, whichever is later.
  

  
  In addition, we have tried to contact the guest to discuss over the phone but we were unsuccessful at reaching the guest today. VM was left for the guest and we encourage the guest to reach out so we are able to discuss a resolution that falls within the terms and conditions of the contract. Thank you.
  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18017155
  
  I am rejecting this response because:
  It is a complete misrepresentation and falsification of the facts.  You offered me an appointment due to a cancellation by another patient.  You gave me no choice or option besides one that was unworkable for me.  And now you are arguing that I was required to take that appointment?  Where does the contract say that?  You still have no options for appointments because you have no appointments in ********.  Your contract does not state that you will give me an appointment at a time slot where a cancellation arises that is convenient to Ideal Image- this is misleading and deceptive.  I was told by four different representatives that you have no appointments for the remainder of the year in ******** and ******.  You have provided me with no workable option for an appointment.  The contract says nothing about being put on a waitlist for an appointment and then you must take that appointment.  This is unconscionable.  Your deceptive sales practices mislead consumers into thinking they will be able to schedule an appointment at a time that is workable for them, or at least have options for consideration.  But the fact is you have no options and you are completely dependent on cancellations to even have an appointment window. This type of practice violates **** Law.  It is deceptive and predatory.

  Also, I returned the call and left a voice message and then called again.  They do not return phone calls in a timely manner.

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

  Business Response

  Date: 09/16/2022

  We have spoken with the guest and this has been resolved. Thank you.

  Customer Answer

  Date: 09/16/2022

   
  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:09/13/2022

  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 went in for "a" service before leaving the facility the day of the cheek filler I asked my final cost and was told it was $805.00 after I left was told I signed another contract electronically (was one story) and another staff person stated I signed another contract over the phone for an additional $800 (not true and I don't know which to believe). I believe another contract was signed with my electronic signature. The technician rendering the service switched the process mid procedure when I asked her would there be an additional cost she told me no. I was also told over the phone recently at one visit (only had 2) other than a 3 hour no procedure visit that 1 visit I had a cheek filler and the other I had a mid face line filler (not true) the first visit when work was done was cheek filler and when she switched to something else she (tech) told me it would not be an additional cost because she wasn't using my entire allotment of cheek filler. The only other visit I had only involved Botox.

  Business Response

  Date: 09/13/2022

  This guest purchased 2 syringes of filler totaling $1625. At her only filler appointment she received 1 syringe of Voluma filler in her mid cheeks and another syringe of Juvederm to her Nasal labial folds. 
  

  Her confusion is coming from the swap in product. Her original purchase of $1625 included 2 syringes of Voluma. We only used 1 and converted the second syringe into Juvederm to use it around her mouth/nose area. Because the product is inventoried product. We had this guest sign a new contract for $805 and moved the balance of the 1 unused filler to the new filler.

  As advised, there were no additional charges, account credit was used. This guest is treated in full for both syringes ($1625)and is not owed a refund.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18013084
  
  I am rejecting this response because: I was told by the technician administering the product once she stopped half of the first product which I am paying for in full there would be no additional cost for using the remaining costs to labial portion. When I left that day was told my balance was $805, and since then was told I came in twice (2 different visits for the Voluma and another for the labial (not true), just recently was told by *************************** of ideal Image that the services rendered was $805 and the remainder owed was not used however because it's in a contract that I supposedly updated over the phone I can receive a refund.
  
  Sincerely,
  
  Cherith Love

  Business Response

  Date: 09/15/2022

  Both contracts have been uploaded and total over $2400.00, and the guest only paid $1625.00.  The second contract (******) was for a change in service where $****** was moved from the original contract. The guest has been fully treated and there will be no refund given.

• Initial Complaint

  Date:09/12/2022

  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 had a short zoom consultation with ideal image on July 19 for cool sculpting, their representative informed me that I would only be needing 8 sessions to achieve my goal and It would cost $4296.55 this was within my budget. I asked about financing that I would like to pay in 2 payment, so she signed me off for ally lending. She then sent me some documents through docusign which I had to sign right there with little time to review the documents. I set my appointment for 9/8/2022. I was prepared to go in and very excited. I got to my appointment and was told that I would be needing 16 sessions instead. This would be at least twice the price I had set up to pay, so I was very disappointed. I didnt want to start with a job half done. This price is way above my budget right now, and I dont know when Ill be ready for pay that money. I ended the appointment without receiving any treatments. Spoke with ******** from costumer services on 9/12/22 asking for a refund and I would probably come back when Im financially ready to have it done. She offered to postpone treatment or use the money for other services, I dont want to postpone because I dont know when Ill be ready to pay that amount and I only wanted cool sculpting, they dont offer other services I might be interested in. I would just like a refund, I did not receive any services. If they had disclosed during my consultation that I would need more sessions than 8, I would have not signed up until I was ready. I feel like I was pressured to sign these contracts and now Ive have been duped.

  Business Response

  Date: 09/13/2022

  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. We have spoken to the guest and are working to resolve the guest concerns within the terms and conditions of the contract. Thank you.
  

• Initial Complaint

  Date:09/12/2022

  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.

  In July 2022 I called to set up a consultation for laser hair removal. I was immediately put on a video call for a consultation. The tactics were pushy and I was told if I didnt pay now I wouldnt be able to get the discounted price. I was told to sign multiple contracts over the phone without the opportunity to review them. I paid $2500 for laser hair removal up front. I scheduled and appointment for 8/22/22 and went into the facility. Upon arrival I was told that I could not have had any sun exposure for four week prior to the appointment or my skin would blister and burn. I had not been made aware of this prior to the appointment and would not have moved forward with the appointment if I did. I spend a lot of time outside in the sun so this is not a good fit for me. The nurse I met with stated that there have been a lot of customers coming in without being alerted of this lately. They also mentioned that I was only booked to get one area done when I had been told over the phone that I had been booked for laser hair removal of two areas. They now informed me I would need to pay more to get the other area done. I decided I no longer wanted to move forward and they told me they could not offer a refund in store but that I would get a call in a week. I received two calls from a case manager where I answered and they immediately hung up without saying anything after I said hello. This happens on 8/26/2022 and 8/29/2022. I then received a voicemail and an email on 8/31/22. I have followed up with this case manager multiple times through voicemail and email and have never gotten a response. I have called the billing line almost daily to try to talk to someone and every time they say they will have someone call me and no one does. They even claim to have passed this on to managers with no response. It is now 9/12/22 and I want my money back. I feel the company is avoiding me and I never even had any services done.

  Business Response

  Date: 09/13/2022

  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 in ways other than refund that falls within the terms and conditions of the contract. Thank you.