Complaints

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

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• 

  Ideal Image

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

• 

  Ideal Image Laser Hair Removal of Augusta

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

• 

  Ideal Image

  119 Fairfield Ave Unit 6 Bellevue, KY 41073-1184

• 

  Ideal Image

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

• 

  Ideal Image of Florida, LLC

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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 was sold by a sales person that the treatments i was purchasing would make my abs flat.or they would do it again at no charge. I went back because i was not happy with my results. The first treatment was Nov of 2022, the second treatment was Dec of 2022. I should be down about 1 to 2 pants size. I am in the same size as before with no changes. When i went back for a revisit i was told that i could purchase more treatments and that is all she could do. This is not what i paid for or anywhere close to what i paid for. I was going to do locution and she told me that this would be better. Well guess its not.. don't want others to be caught up in this thinking they are getting something they are not. I just want my money back so i can go else where to get results i am looking for.. she claims that she is going to file a customer complaint for me and someone will contact me via phone, i asked if it could be email. she stated if i did not pick up the phone the claim would be closed. I told her that would not be satisfactory for me. I am the customer please help. she has photos of before and after - some shading is what she claims that it worked. i say it did not work at all

  Business Response

  Date: 09/09/2022

  This guest is fully treated and not eligible for a refunds due to the terms and conditions of the contract signed by the guest (uploaded for review).
  

  The contract states:

  You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.  
  You understand that the provision of cosmetic services is not an exact science and even reputable providers cannot guarantee any results. You understand that the goal of the service is improvement and not perfection. By signing this Consent you grant ********* for this service to be performed by a provider at Ideal Image. You have read this Agreement (including the Fee Schedule, Terms and Conditions, and this Informed Consent) in full, you understand, acknowledge, and agree to all of the provisions in this Agreement, and you have been given the opportunity to ask questions regarding the services.

   

• Initial Complaint

  Date:09/07/2022

  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.

  I originally was in a ZOOM meeting with an Ideal Image representative, *********************. I had to show the person the areas I wanted to get done by showing my stomach, my sides and my face. The rep said this is what would be done, included pads placed on my body where they perform Cool Sculpting. I asked if this could be done? The rep assured me that this would be life changing and make me look slimmer, and is done everyday. I at that point became excited to get the work done. I took out a loan with their partner bank Fortiva. Over ******* dollars. I then made an appointment and was disappointed at the news that the techs at ************* told me. They said that I am not a candidate for Cool Sculpting on my stomach area and my facial area. Which is mostly what I needed. They did perform Cool Sculpting on my Flanks. I called several times to ask for a refund, and never recieved a call back till today Sept 7, 2022. I spoke with ***. Refused to give his last name. He proceeded to tell me that he cannot give me a refund but only offer me other services that I don't need. Shady at best. Can't believe that they rip people off and not refund people their money, when they can't provide the services originally signed up for. I would appreciate some help to resolve this. They should check people medically before taking their money. As an older man in retirement and a fixed income. I should not have signed up with them. Now out ******* dollars and no remedy in sight. Shameful! Please help me.

  Business Response

  Date: 09/07/2022

  We will have someone contact you to address your concerns

  Customer Answer

  Date: 09/09/2022

   
  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:09/07/2022

  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 paid $4000 for cool sculpting for my arms in April of last year. I went in to talk about the results with a nurse who agreed that there was minimal results. She said that someone would be checking in with me which was 5 months ago. They called me back in to talk to another nurse to do more pictures and weighed me ( I weighed less than I did when I started treatment. The head nurse was supposed to contact me. She emailed and said that she was putting in a request with headquarters. I have called at least 7 times for someone to follow up ( these are supposed to be recorded). I reached out again two weeks ago and someone was supposed to call me that day - I have not received one call back. I was hoping to work through this as for some of us ( teacher), this is a lot of money to put into a service that did not provide results. At this point in time, I just want my money back. Below is the only info I have received after having to go in and be shamed that it must have been my fault that it didn't work. On Apr 19, 2022, at 5:57 PM, *********************** <**************************************************> wrote: Hello *******,I wanted to reach out to let you know the nurse you saw at your last visit did notify me of your concern and has filed your chart for me to review and get in touch with you. Unfortunately, I am out of clinic on PTO and will not be back in to review your chart and discuss everything until next Monday at the earliest. I apologize for the inconvenience, but I wanted to let you know that this is not getting forgotten about/lost in the shuffle. I will be getting in touch with you next week!Thank you ***********************, RN, BSN Lead Medical Professional | Edina T ************ The information contained in this email may be confidential and/or legally privileged. It has been sent solely for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any unauthorized review, use, disclosure, dissemination, distribution, or

  Business Response

  Date: 09/07/2022

  We offer no Guarantee of results on any of our services as indicated in your service agreement.  You are fully treated by completing all cycles purchased and not entitled to a refund.  We will review your account to see if any other assistance is available to you

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17929608
  
  I am rejecting this response due on the lack of response to any of my phone calls, the nurses at Edina did say that there wasn't a significant change in my arms and they would be working on a plan for me.  A simple respond that they don't guarantee results is not the conversation I had when I paid 4000$ - they said I was a prime candidate and did say that this process would work.  This is bad business - I can't image that this is the response.  They could offer to try another procedure and work towards a positive result.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/14/2022

  We are happy to have the center reach out to the guest regarding the plan that she is referring to. Please allow 3 - 5 business days for the center to reach out. Thank you.

• Initial Complaint

  Date:09/07/2022

  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 purchase a five session BBL treatment for my face. I paid in advance. I schedule all five appointments in advance and completed two sessions. Then, they lost an employee and cancelled all of my last three sessions. Since then scheduling the appointments hadnt been possible. I tried asking for a refund and the case manager never returned my call and the front desk told me she closed my case.

  Business Response

  Date: 09/07/2022

  We will have someone contact you to discuss your concerns

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2022, I requested a consultation for a cool sculpting service. They immediately called me and FaceTimed to give me an estimate. Then they charge me and sent over a contract and called to rush me to sign. They talked me through the contract, highlighting things that didnt matter, but did not talk through the things that did matter. They charged me to 2 services of cool sculpting, but once I got to the office for my appointment they said there was only enough fat for 1. So I paid for 2, they could only give me 1 - but they refuse to refund me for what they overcharged. When I asked for a refund the office staff said yes, that they do that often. However, corporate said I could not get my money back for the service that they failed to perform, and that Id have to use it as a credit for a different service. I dont want any other changes to my body, and now ** told Ill have to do that or ill lose nearly a thousand dollars. Ive heard of several stories where they use this tactic to get as much money from you even if they dont know if they can do the service.

  Business Response

  Date: 09/07/2022

  We will have someone contact you to address your concerns

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17929024
  
  I am rejecting this response because I am still waiting for a resolution. 
  
  Sincerely,
  
  *****************************

  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:09/07/2022

  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.

  I went onto the Ideal Image website to look for pricing for their services and found out that I had to have a consultation just to be told pricing. RED FLAG!! They had advertised on their website about deals they had going on. I set up the consultation, which was on Zoom (RED FLAG!!), and low and behold was greeted by a sales consultant (which they call a "specialist"). This sales lady, by the name of *********************************, was extremely pushy and untransparent with me about what I was getting myself into. I tried 3 times to say I would think about it, but she insisted on making a deal. She did not mention anything about the "deals" they had advertised or that their contract is absolutely NON-REFUNDABLE. You CAN'T cancel it!!! She also was very condescending the entire time about previous laser treatments I had and had an attitude the rest of the call. Less than 10 minutes after the Zoom call, I called and told customer service that I wanted to cancel everything and no longer wanted anything to do with their services. I was told by ?*******? that it would be rewarded since I spoke directly to them and to wait 5-7 days for a call. ******************* and I have been playing phone tag for over a week, so I got in contact with ******* who then told me the contract is absolutely non-refundable, but to wait for a call from ******* to confirm. SCAM. Very deceiving and untransparent about every single thing having to do with this business and it needs to be taken care of. Upon further investigation, this has happened to THOUSANDS of others and has not been handled. People are being forced to pay for services they are not using or no longer want even though payments have not already been made yet. I have not paid them anything from my contract yet, but I am being told it is "non-refundable". I refuse to give this business any more money and this business should be taken down and CLOSED forever. So horrible what they are doing to people with their hard-earned money. DISGUSTING.

  Business Response

  Date: 09/08/2022

  We will have someone contact you to address your concerns

  Customer Answer

  Date: 10/28/2022

  Im emailing in regards to the complaint I filed. I spoke to someone from Ideal Image and the issue has been resolved. Im not sure how to resolve it on BBB website, so Im emailing to let yall know. 

  
  

• Initial Complaint

  Date:09/07/2022

  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 had a consultation with Ideal Image on August 12th in the evening. It was very confusing and I felt I was being rushed and having to agree that evening for a special deal! I went ahead to see if I would qualify for a loan and was being told over zoom, sign here, sign here and NOT ONCE WAS TOLD THIS WAS NON-REFUNDABLE! I know there is a recording of this conversation. I never received the paperwork and went back to look at the documents and says I need a security code, why weren't this documents sent to my email! Approximately 45 minutes after I was blindsided on what I did, I called/chatted with Ideal Image and asked to cancel. They submitted a "case". The next day or so I received a call from ***** the case manager at 11:00 am, I was in class and called back within the hour. The same thing happened the following day, he called, I called back within the hour. I left several messages and never once heard back. After calling three times more, I kept getting the run around, that I would have to speak with ***** only. I went back to a chat and was told (which I have a photo of) that my case was cancelled because they could not get a hold of me! Are you kidding, I have now called over a dozen times, sent numerous emails and not receiving a response. I am in deep over $4,000 and want OUT! This is the worst experience I have ever had - I don't want this service, I was pressured and was not explained this could be cancelled, the worst is the run around, the hours I have spent trying to fix this, honestly the worst company! I am going to get a lawyer, they must have a recording of the zoom and I have a record of all my emails and calls. I feel so used and the way Ideal Image takes advantage of people is criminal.

  Business Response

  Date: 09/07/2022

  We have reached out to this guest and provider her with her options for resolution

• Initial Complaint

  Date:09/07/2022

  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.

  During the month of August I contacted Ideal Image online. The company pursued me profusely. I decided to give them a chance. I was called and told that a woman by the name of **** would be contacting me for consultation. **** had a video call with me on 08/16 where she asked that I remove portions of my clothing so she could see the areas I wanted to work on. I agreed to move forward with getting service. **** encouraged me to apply for financing, I did. I was not able to get the standard loan product as I have a BLOCK on my credit file which I would not remove. I was approved for EZ Pay where I was required to pay $1400+. I entered my CC information. Immediately **** began letting me know there was a problem with the system and I could not be scheduled for an appointment but would be contacted. **** also gave me her phone number. I have been contacting Ideal image to scheduled an appointment since 08/17 and was told I cannot because I have a balance. They also confirmed I was scheduled for EZ pay and that should not have happened. I have since asked to cancel but no one wants to cancel the membership nor have they been able to provide service. I continue to get the run around and no ownership on the decision to refund my money to my card. This place is fraud and a scam and they should not be allowed to practice in *******. I am requesting help to get my money refunded to my account as I will be forced to hire an attorney. I have paid for service that I did not receive I have also identified they have recorded my conversation post the initiation process without my permission and when I asked for it not to be done I was told it is the way they operate which is illegal in ******* recording someone without them knowing or their permission

  Business Response

  Date: 09/07/2022

  We will have someone contact you to address your concerns

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17925862
  
  I am rejecting this response because: My efforts to contact these people has failed. No one has responded to my inquiry about inability to schedule an appointment nor cancel the membership

  This is Fraud and I do no want to speak with them I want my money refunded to my account
  
  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. There is no scam. Understanding your Service agreement means you understand our refund policy.
  

  We reached out to the guest on 9/7/2022 and again today (9/12/2022) but was unsuccessful in reaching the guest to resolve. We have LVM for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17925862
  
  I am rejecting this response because: I have called them several times and no response

  This claim must stay open until I receive my Refund

  There is nothing in the contract that says I would make EZ Pay and not get serviced

  I was lied to
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/07/2022

  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.

  CASE#******** I filed this complaint against Ideal Image back on August 5,2022. The BBB responded almost immediately and I received an email from ****** " P " aka *************************** ( lead ********************* Specialist ************ ) from Ideal Image who assured me ( which I have recorded ) that she would personally take care of this scam and reverse the loan thru Ally Lending ( who I plan to file complaint against next. I feel like they are in cahoots with Ideal Image scam ) . Included in this entire scam was some kind of skin care for $150.00 that I did not order , nor even know anything about until *************************** informed me the $150.00 would not/could not be refunded until I returned product which at this point , I had not received yet. Maybe 2 days later I received package in a box from Ideal Image . ******************************* , I went to post office and paid to return to Ideal Image with tracking number so I could receive my reimbursement . I NEVER OPENED PACKAGE. I sent skin care back in the exact unopened box that it was sent to me in because again , I never ordered it. I merely contacted Ideal Image for a quote regarding LAZER HAIR REMOVAL. NOT skin care!!! A few days later I receive email pic from *************************** with a broken bottle of what appeared to be skin cream? Implying I am now responsible for " broken " skin care product so " they're " keeping $50.00 of MY refund?!?! I mean come on... What a SCAM! I am shocked that the law has not shut this scam down yet? My mother told me she is going to contact radio stations , news stations , and every social media outlets so her and her friends can blast this out so young people like me don't get scammed from IDEAL IMAGE again! This has not been RESOLVED and REVERSED like I was assured by *************************** on a recorded line, and now I am receiving LATE notices from their partner in scam crime Ally Lending because I haven't paid on account that shouldn't exist? I feel there is something extremely illegal going on .

  Business Response

  Date: 09/07/2022

  We can provide refund once product is returned

• Initial Complaint

  Date:09/07/2022

  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.She is the case holder for my account.I sent her the paperwork via email. She stated that she would send me a email link with paperwork for my refund. I never received the link and I checked my spam and no link was provided. I would like a refund since I followed all my obligations and since I am not able to have the procedure due to doctors advice. I received nothing for the money paid except some lotion sent in the mail.Please ...My account # ******* The ******************** Representative *******************************, @ ******************************************* ************** Please if someone can help me I'd appreciate it.Thank you

  Business Response

  Date: 09/07/2022

  The link you are looking for is coming via Docusign.  We are awaiting your signed release to issue refund.  Product will not be refunded unless returned to the skin care company unopened and unused.

   

  we will resend document again today

   

  365 *********, **************** ** 60188

  Customer Answer

  Date: 09/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I am attaching the consent form for The BBB, to have my health documents released from My Healthcare Provider in regards to this case.

  I am also returning the unopened products as requested.

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