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:09/12/2022

  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 have a contract that I spent a lot of money with this business. The contract was I pay the price given and go to the set number of appointments after that I pay a smaller fee and can make as many appointments as I want for life without having to pay the big bucks again. I have never been late or missed an appointment or had a payment fall through. Now they are telling me I have to give them a credit card to book an appointment otherwise I cannot which means if I dont give them one I cant have my appointment which was never put into my contract. I tried contacting the owner of the place, the call center, and just the place itself, they promised to have the owner call me or to call back with details and no one has called this has been going on now for over a month. I feel they are voiding my contract without doing anything since now I cannot book whenever I want unless I follow new guidelines not in my previous/ current contract.

  Business Response

  Date: 09/13/2022

  We apologize for any inconvenience however a card must be placed on file to any guest to book an appointment for touch-**** The card on file will not be charged until the treatment has been completed and the guest checks out at the front desk in clinic. The guest is welcome to change the card on file at any time or pay using another card before checking out after treatment. Thank you.

• Initial Complaint

  Date:09/12/2022

  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.

  Hello.My Complaint... Vs Ideal Image On June 4th 2022 I purchased a photo facial package in the amount of $1569.21.My first scheduled appointment was on July 16,2022@2:10 pm.On July 16 I went to my appointment for the photo facial procedure @ Ideal Image *********** ************ AV ************. The Cosmetic laser technician I had the appointment with told me that she couldn't do the procedure due to her concern that I might have a condition she called Melasma. Which is untreatable by laser IPL. She asked me to see a Dermatologist before she would perform the procedure.I was told that a refund would be given if I could get paperwork from the dermatologist stating I couldn't get IPL From Ideal Image. After leaving on that day I made an appointment with a Dermatologist at Advanced Dermatology *********************************************** ********************************* ************ My appointment was scheduled for August 22,2022 .On August 22 I went to my appointment at Advanced Dermatology and was told that IPL was not in my best interest.I was given a Signed Document by my Doctor to give to Ideal Image.I drove to Ideal Image Westminster and they made a copy of the paperwork given to me by the Dermatologist. I was told that my funds would be refunded within 7 days.I did not receive a refund. I waited until August 30,2022 and contacted ******************************* @ideal image.I signed and sent her the paperwork via email. And although paperwork was signed by me I have not received communication from the company representative and no refund has been issued. I'm trying to avoid litigation against Ideal Image.I have received nothing for the money paid except some lotion which I in turn returned via **** mail. Tracking was provided to the business. My account NUMBER# **************************** Representative *******************************, @ ******************************************* ************** Thank you I have uploaded copy's of the signed refund contract termination and the **** tracking receipt.

  Business Response

  Date: 09/12/2022

  This has been resolved.

  Customer Answer

  Date: 09/14/2022

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

• Initial Complaint

  Date: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.

  On 7/24/22 I contacted Ideal Image about prices for treatments. I had a consultation 7/28 through zoom. I asked my questions and was told I needed to pick 1 treatment, she would not answer my questions about both. I was told they can't give me prices when I 1st called because the consultant would need to see the area of treatment. The women during the consultation never asked for different angles or to fully see the area. She gave me a general price and that I wouldnt need more than 1 session. I was pressured and rushed into signing the contract (and loan for $1,922.40) while she stared at me through the computer. I was never told I couldnt cancel and was made to believe she would be the one doing my treatment. She made my appt for 9/2/22. Multiple confirmations were send for this appt. On 9/1 I received a call that the machine was double booked and they had to reschedule me, the soonest they would be able to get me in was 10/21. The person rescheduling me said she has no idea how the woman doing my consultation was able to schedule my appt and that she works at corporate. I was told I would have to drive 1 hr to a different location if I wanted anything sooner as well as told that the consultant didnt even schedule me for the correct treatment. I no longer wanted to spend my money with this company. I called the service number and was told that I COULD cancel my contract, they would start a case, someone would reach out if there were any questions, and to contact my loan. The loan company told me I did NOT need to make anymore payments. I started receiving late payment texts and eventually someone from Ideal Image reached out. I told them the situation and they told me I could NOT cancel and the service rep ******** have told me that. They had no remorse and made no effort to fix the situation. He then passed me off to someone who was supposed to be able to schedule me sooner but she still could not find appts that fit my schedule. I just want my money back.

  Business Response

  Date: 09/12/2022

  We apologize that any questions regarding another treatment were not answered. We are happy to assist with answering any questions that the guest has. Ideal Image guests complete an in-person or virtual consultation with our Sales Consultants who recommend treatments based on our guests interests. After purchasing each guest then completes a health history questionnaire and is then assessed in clinic by a medical professional. Ideal Image contracts are non-refundable and we do stand behind out contracts. Financing offered is with a third party company. 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. Our treatment book team reached out to this guest and scheduled the guest for an appointment on 9/29/2022.
  
  

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18007708
  
  I am rejecting this response because:

  This company is untrustworthy. I would be happy to keep my appt on 9/29, however, what happens when the medical professional finally does assess my specific needs and either A. I need more than 1 session (which I was told is all I would need during my consultation, then later told by a worker when I had called to reschedule that almost everyone needs more than 1 session to see any results) to get results worthy of the price, or B. this isnt a good treatment option for me, example: if I dont have enough fat in the area and its just the way my skin is and this will not work for me? Would I receive extra treatments to get the results I was told 1 session would get me? Would I get my money back then? At this point I dont trust that I will receive an honest answer during the assessment, but the answer that will make you guys the most money. Payment should not be final for anyone until its determined this is what will work for ones desired results. Nor should a final payment be needed before the actual medical professional can assess you. I have reached out to request an emailed copy of my service agreement/contract, which was not given to me after signing, and have still not received a response. I would still love to receive this treatment from anywhere other than Ideal Image. I would never recommend this business to a stranger, let alone a friend. I would do everything I could to urge people to avoid this business at all costs. They do not care about helping you determine what is best for you, they care about how much money they can con and scam people out of.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/14/2022

  Once the guest is assessed if any issues arise we can discuss resolution at that time. If the guest is not a valid candidate or if the guest needs additional services we have options for resolution. Our sales consultants do their best to sell guests virtually what is needed to achieve the best results. The next step toward a resolution of any kind would be an assessment. We understand that the guest has doubts however our licensed medical professionals would not put their license on the line to give an dis-honest assessment. A copy of the contract has been uploaded for review. We apologize for the frustration and miscommunication that the guest has come across at this time but we would like to resolve for the guest so the guest can be treated if the guest is a candidate for services after assessment.

• Initial Complaint

  Date:09/12/2022

  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 07/27/2022 I had my first consultation for laser hair removal. The consultation felt very rushed and I felt extremely pressured in signing the contract. I had to pay $2,****** upfront and was also given an additional charge for a lifetime membership that I had not agreed to. I had to cancel my appointment and was never able to re-schedule since all of the appointments were already so booked out. This whole process has been extremely overwhelming, so I eventually tried to contact customer support to cancel my procedures and get a refund. I felt as though I was paying way too much for services that I wasn't receiving, and as a struggling college student, I wanted nothing more than a refund for the money I had spent. I contacted customer support several times, and no one was able to help me. I am very upset with the services and how much pressure I felt during the consultation to agree with this. I did not sign a loan, I paid $2,****** upfront and was told by the person giving the consultation that I was allowed to give payments of ****** per month for 3 months without having to take a loan. All I want is to cancel this nightmare and receive my full refund. Thank you for your time.

  Business Response

  Date: 09/12/2022

  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 the scheduling concerns as we have discussed the contract/terms and conditions and informed consent with the guest and provided options for resolution other than refund.
  

  Customer Answer

  Date: 09/14/2022

  I do not wish to do business with this company. During my consultation, I was not informed that I would be signing a non-refundable contract. I would have never done so if I knew. I want a full refund and will not be satisfied until I receive my desired outcome. I have been disappointed with the services provided. Thank you. 
  
  
  
  

  Business Response

  Date: 09/14/2022

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

  Customer Answer

  Date: 09/23/2022

  I am rejecting this response because I do not wish to do business with this company. As I stated earlier, I felt pressured into signing the contract. If I would have known this was a non-refundable contract, I would have never signed it. I have not received any treatments yet, and I do not wish to do business with this company. What I want is a refund.  
  

• Initial Complaint

  Date:09/11/2022

  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.

  On September 8, 2022, I had a virtual conference with a representative with Ideal Image, *****. I was advised by *****, in the event that I terminate the contract would be for medical reasons. ***** spent majority of the time explaining the termination clause by stating "Nobody never cancels", "You will love the service", and "In the 20 years I have worked here, nobody cancels". ***** wrongly informed me that the "credit pull is a soft credit". Given, that I have a confirmed medical diagnosis, I asked to cancel on September 8, 2022. **** (Ideal Image's Claim Case worker), advised that I can not terminate the contract, the contract is nonrefundable, and closed claim. **** disregarded my consumer rights to cancel the contract by suggesting for me to "push by treatment" secondary to the "nonrefundable termination". In the Ideal Image contract, under the termination states for medical reasons and "EXCEPT IN ACCORDANCE WITH THIS SECTION AND STATE LAW, ALL FEES AND SERVICES ARE NONREFUNDABLE". In accordance with the Georgia state law, ****************** of *********************************** and federal trade commission (FTC), one has the right to cancel within 3 days of signing a contract for "cooling-off period".The Georgia Fair Business Practices Act (FBPA) allows a longer cancellation or cooling-off period for the following consumer transactions:"Health spa or fitness center memberships can be canceled up to 12:00 midnight of the seventh day after a contract is signed. Each contract must contain a paragraph explaining your cancellation rights in detail. If you have used the contracted services during this seven-day period, you are still entitled to a partial refund, which you should receive within 30 days".As Ideal Image is a marketing "health spa/medical spa", consumers have 7 days after the contract is signed for a full refund. I am looking for Ideal Image to uphold their side of the contract and ensure that binding contract is cancelled and fully refunded.

  Business Response

  Date: 09/12/2022

  We apologize about any confusion regarding the loan process. If a guest a guest chooses to use a third party lending company for payment, the guest goes through a pre approval process, which is a soft pull. If/when the guest accepts the loan, the loan does hit the guests credit report as a hard inquiry.

  The information given to the guest is correct regarding the 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. Understanding your Service agreement means you understand our refund policy. All of our guests go through a medical clearance process to ensure treatments are safe before initiating.
  

  Ideal Image is a medical facility not a health spa therefore Ideal Image does not fall under the following for Georgia:
  

  Buying Services (Ga. Code 10-1-597)
   (a)Any person who has elected to become a member of a buying club may cancel such membership by giving written notice of cancellation any time before 12:00 Midnight of the third business day following the date on which membership was attained.
  (b)Notice of cancellation may be given personally or by mail. If given by mail,the notice is effective upon deposit in a mailbox, properly addressed and postage prepaid. Notice of cancellation need not take a particular form and is sufficient if it indicates, by any form of written expression, the intention of the member not to be bound by the contract.
  (c)Cancellation shall be without liability on the part of the member. The member will be entitled to a total refund, within ten days after notice of cancellation is given, of the entire consideration paid for the contract.
  (d)Rights of cancellation may not be waived or otherwise surrendered.
  
  Health spa transactions (Ga. Code 10-1-393.2)
  A health spa member shall have the right to cancel the contract within seven business days after the date of the signing of the contract by notifying the seller in writing of such intent by either mailing the notice before 12:00 midnight of the seventh business day after the date of the signing of the contract or by hand delivering the notice of cancellation to the health spa before 12:00 midnight of the seventh business day

  Ideal Image contract is uploaded for review.
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18009757
  
  I am rejecting this response because my doctor has advised against hair removal laser treatment. As mentioned in the previous complaint, medical conditions must be fully refundable. I received a virtual zoom consult to sign up for services but never a medical consult to confirm that I am suitable for the services. Ideal Image is not doing business as a legal operating licensed medical facility. In fact, Ideal Image is posing as a medical facility when in fact their legal operational status is health spa. When contacting the governors office and conducting an IRS business search, their taxable legal status is not a medical facility. Ideal Image does not meet the necessary sections and legal stature to pose as such. After contacting the Healthcare ***************************** "Healthcare Facility Regulation (HFR), a division of the ********** of ********* Health (DCH), is responsible for health care planning, licensing, certification and oversight of various health care facilities and services in Georgia. The division was created in 2009 as a result of the passage of two laws, HB 228 (2009) and SB 433 (2008). These laws transferred functions previously performed by the ****** of ********** Services to DCH in 2009".  I understand that there are doctors and medical professionals at the facility; however, the Georgia state does not recognize Ideal Image as a medical facility, which stating such is a legal concern. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/14/2022

  Ideal Image is not a health spa, we are a medical spa with all appropriate licensing within the state of Georgia. For this reason our contracts do not fall within the guidelines of right of rescission. Per contract guidelines any guest unable to be treated for medical reasons at the discretion of our medical team is considered for refund. This guest has not communicated or been evaluated by our medical team. Guest is welcome to go into home clinic for assessment.

• Initial Complaint

  Date:09/08/2022

  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.

  They have predatory sales tactics and lie about services. I've tried telling them I'm unhappy and happy to pay for what I've had, but would like to cancel the rest. They refuse.

  Business Response

  Date: 09/08/2022

  This guest has signed a binding service agreement which states services are non refundable.  We are happy to provide store credit.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17931096
  
  I am rejecting this response because predatory sales tactics were used. They took advantage of the fact that I was new.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/12/2022

  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 guest has been medically cleared and started treatments.  A contract has been uploaded for review.
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17931096
  
  I am rejecting this response because I was not happy with the customer service and do not plan to return. Please refund for unused service. Happy to pay for the one time I went.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/08/2022

  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.

  Idea Image pressured my son who is a student into signing a long term agreement when he was only calling to check on services provided and was looking have a single procedure. They had him sign a year contract and taking 6 months of payments up front. We call back right away that day and cancelled the subscription and they would not give us our money back. My son has never used their services and again ask to cancel. I have been calling for the last 6 months speaking to many in customer service and they will not give us our money back. Please advise how we are to proceed to get our $1,449.85 back.

  Business Response

  Date: 09/08/2022

  This guest is of legal consenting age and consented to a binding agreement for services that are not refundable.  We are happy to offer store credit

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17931010
  
  I am rejecting this response because:

  My son was mislead into thinking he was only receiving a laser hair removal treatment. We then learned that they signed him up for a subscription for 16 months for a total of $2,599 and charged 6 months up front of $1,449.85. We called the same day he signed immediately back telling to cancel that this is not what we agreed.  Please note that no services have ever been rendered. 

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

  Business Response

  Date: 09/13/2022

  All service agreements are delivered by email and in each guest possession prior to signing to allow ample opportunity for review and acknowledgment.  The first information provided in this document indicates its non refundable. Store credit is available for this guest

  Customer Answer

  Date: 09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only if I can use the store credit without signing up for a specific service or contract and I can use it in *****.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 17931010
  
  I am rejecting this response because:

  I have still not heard back from Ideal Image and I have left many messages and emails.  I am accepting a credit but they no longer are communicating with me.  How should I proceed?

   

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

  Business Response

  Date: 11/02/2022

  We will have someone from our executive client customer support team reach out to this guest to resolve. Thank you.

• Initial Complaint

  Date:09/08/2022

  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 with Ideal Image to do laser hair removal using a personal loan Ideal Image pushes. After one laser hair removal treatment appointment was completed, the esthetician explained that I could not continue with laser hair removal treatment until I had a skin lesion looked at by a dermatologist. In order to continue with the laser treatment, the dermatologist had to examine the area for vitiligo and determine it was not vitiligo. I was to bring a doctor's note in saying it was not vitiligo in order to continue to receive the treatments. The dermatologist did diagnose the skin lesion as vitiligo, and I had the doctor write a note saying it was indeed vitiligo. I emailed my doctor's note twice to the customer service representative, ***************************. After the note was emailed for a second time, I did not receive notice from *************************** for weeks. I tried calling and emailing with no response whatsoever. Another customer service representative, ******************************* was assigned my case. ********* called me one time, leaving a voicemail. I called back right away numerous times, with no response - phone call or email. My husband and I have called the main Ideal Image line multiple times with no resolutions coming from that. Even getting hung up on purposefully once they realized who was calling. I asked for management to get involved, and I have yet to hear back and the form has yet to be sent to my email in order to receive my refund. I have not missed a payment, and I have paid on time for the service I cannot receive. All I want is my money back, because I'm definitely not going to get the time back I've spent jumping through hoops for this poorly managed company.

  Business Response

  Date: 09/08/2022

  We have been awaiting your signed release to process refund,  We will resend this document again today. once signed refund can be provided

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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: 06/03/2021Amount: $575.00On 06/03/2021, I had an Ideal Image consultation and scheduled an appointment for getting lip injections. At the end of this consultation I had to pay the full amount of $575.00 before the actual appointment could be made. The lady I had my consultation with took my card information and scheduled the appointment for 08/04/2021. I called a few days before my scheduled appointment to cancel it as I was out of town and was not able to make the appointment. When I called to cancel, the lady I spoke to over the phone said we cannot cancel and give a refund, but we can reschedule the appointment. I asked if I could call back another time to reschedule. The lady said yes, and my appointment would be valid for up to 1 year from my original appointment date. Fast forward to June, 2022. I called Ideal Image to reschedule this appointment since I was still in the 1 year period. The man I spoke with over the phone seemed confused when I explained to him I was just rescheduling an appointment I had already paid for. He had to transfer me to someone else, who I believe was his manager. His name was ****. I did not get his last name, only his first and a number to reach him. **** told me it was no issue to reschedule this appointment but he would first need me fill out a form via email. He verified my email with me and said after I filled out this form I could reschedule my appointment. **** told me to look in my inbox/spam within the next few hours for the email. I looked for the email in my inbox for the next few hours/days but there was no form in any of my inbox folders. A few weeks later I tried calling the number **** gave me but there was no answer. And to this date, 09/07/2022, I never received an email or any form of communication from Ideal Image. This issue was never resolved and I was never able to reschedule an appointment I already paid for. So at this point in time, I would like a refund of my $575.00. Thank you.

  Business Response

  Date: 09/09/2022

  The form the guest was sent was the re-created contract (attached for review) for the syringe that the guest signed to be able to re-schedule the appointment. This was signed on 6/16/2022 and is good for 24 months. All the guest needs to do is call the center to schedule her filler appointment as the contracts are non-refundable.

  Customer Answer

  Date: 09/11/2022

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

• Initial Complaint

  Date:09/08/2022

  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.

  I paid for laser hair removal treatment but was rescheduled out of it, 2 months later than my original date. I was then rescheduled again and at that point said I should get my money back. On contacting the case manager she said I'd signed a contract and couldn't get out of it once treatment had started. Considering they've already screwed up an appointment twice now, I have no belief that I'll have services delivered in a timely manner, and would like to get out.If I were only cancelled on once I would accept it, but twice is unacceptable. I'm willing to take legal action if I have to.

  Business Response

  Date: 09/09/2022

  The guest has been cleared for services, and has begun treatments therefore the guest is not eligible for refund due to the terms and conditions in the signed contract. We apologize for any scheduling concerns and have offered to extend the guests contract by 90 days. The contract has been uploaded for review. Thank you.