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:09/01/2022

  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.

  Hello, I had a virtual consultation with Ideal Image on Feb 4/2022 for laser hair removal and cool sculpting and I informed the sales person that I was breastfeeding. I mainly asked about the armpit area with breastfeeding and she informed me that it was safe. A couple of days later I get a call from the technician that would perform cool sculpting and asked me if I was breastfeeding and I said yes, that I had informed the sales person. Come to find out, I won't be able to complete the cool sculpting procedure until I am done breastfeeding. She submited a ticket on my behalf to get a refund for this procedure since I will breastfeeding until Dec 2022 and past my time limit to complete the procedure. On 3/8/22 I received a call from ******* at 9:45am and proceeded to tell me she could not refund because of breastfeeding. I could only ask for a refund if I became pregnant. She did extend until Jan 2023 and I could call to re-evaluate my request for a refund. I informed her I am planning on being pregnant again toward the end of the year and will be breastfeeding again so I will not be able to complete the procedure in over 2 years (****) I really would like to get this financial burden resolved. If I was done with breastfeeding and not planning on getting pregnant again I would complete procedure, more than happy to have a flat stomach, but that is not the plan and, more importantly, I told the sales person I was breastfeeding. She should have informed me that I would not be able to complete the procedure until after and I would have decline it knowing my future plans for my family. Unfortunately, it is part of the contract under cool sculpting about the lactation. I agree I should have read instead of signing the contract withou fully reading it

  Business Response

  Date: 09/01/2022

  We apologize about any miscommunication regarding the procedure purchased and breastfeeding. 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. We are happy to extend or postpone the treatment contract until the guest is able to have the procedure or swap the guest into a procedure that she can complete while breastfeeding.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17895264
  
  I am rejecting this response because the sales consultant should have told me that I was not able to complete the CoolSculpting procedure. As a consultant her job is to consult me on the procedure process and safety. She was aware that I was breastfeeding and planning to do this for at least 1 year. I brought up the question of safety when I was considering the armpit laser and she assure me it was safe to breastfeed. I followed up with an email to ****************** on 2/24 when I received a call from the laser technician telling me I could not complete the procedure and she never responded. I have been trying to cancel this since that day. It is upsetting and disappointing that a great experience with the laser treatment has been overshadowed by this experience. Is there a payoff I can do to get out of the CoolSculpting?

  
  Sincerely,
  
  ***********************-pla

  Business Response

  Date: 09/07/2022

  We will have someone reach out to you to assist with your Medical Contraindication

• Initial Complaint

  Date:09/01/2022

  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 made a purchase for laser hair removal from Ideal Image. I felt as if I was misled in the purchase. I decided to cancel the purchase. The consultant was communicating with me through text. I asked her if I could be refunded. She stated that I would be refunded. She then cut off communication with me when I tried to inquire about getting my refund. I have screenshots of the texts. The purchase of $2500 was made on two credit cards. $2000 on one and $500 on the other. I made a dispute for both charges. Ideal Image refunded the $500 to the card that charge was made on. However, they did not refund the $2000 to my other card. I want a full refund. I received no services from Ideal Image and do not want to due to false and misleading statements by this company. If they conceded to refund the $500, then they should refund the remaining $2000.

  Business Response

  Date: 09/01/2022

  *****,
  
  Ideal Image has not refunded any amount from your contracts. When you opened a credit card dispute the funds are pulled from Ideal Image and will show as pending in your account until the dispute is completed. The funds will remain with the party who wins the dispute.
  
  ideal Image stands 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.
  
  We are happy to assist with resolution that falls within the terms and conditions of the contract if the dispute does not end in your favor.
  
  Thank you.

• Initial Complaint

  Date:08/31/2022

  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 originally went to Ideal Image because if you buy a membership the cost per unit of Botox was very reasonable. The sales person talked me into trying Ultherapy. She raved about the results and told me how happy I would be. Quite the opposite actually. The procedure itself was extremely painful and the area I had done was tender for a few weeks following the procedure. It left dark red pinpoint sized lines all across my upper lip, all in perfect rows, exactly where they had used the ultrasound. I waited for 3 months, hoping they would fade and disappear completely. They did not AND I saw no difference in the appearance of the peri-oral area that I was supposed to be so happy with. I reached out to Ideal Image, who prescribed a hyperpigmentation cream to use twice a day for 6 months. Not only did the cream not work, by this time the rows of dots were now raised rows of brown dots. After the 6 months, I again reached out to Ideal Image. They explained to me that scar tissue can be a side effect and bid me farewell. It was clear that the person that did my procedure either did not know what they were doing or had the machine turned up way too high. ****** learned. Go to a reputable place and spend the extra money for someone who knows what they're doing. I now have permanent damage to my upper lip.

  Business Response

  Date: 08/31/2022

  We have spoken to this guest in regard to treatment results. The treatment was a free treatment chosen by the guest. The guest also signed a informed consent with side effects listed within the contract. We are unable to compensate the guest due to the terms and conditions of the contract. The guest has been treated for additional services since.

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17895571
  
  I am rejecting this response because while it was supposedly a free treatment I did pay $250 for a membership that included a treatment one a year. I did have Botox once before the Ultherapy treatment and another round of Botox again during the 6 months of follow-up treatment with the cream for hyperpigmentation that Ideal Image prescribed. I did not have any other treatments besides the Botox following Ultherapy.
  

  As far as the side effects that they mention in their response, the only side effect they could be referring to is (e) The possibility for scar formation (which may respond to medical care). I do understand that I signed this consent and that Ideal Image has no legal obligation to make their mistakes right. However, I did want this to be a matter of record. Based on the other 883 complaints against this company and the 1.5 star rating they have, it is clear that I should have done my homework before choosing to entrust Ideal Image with my care. I hope that other people will read these complaints BEFORE choosing Ideal Image. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/07/2022

  Guest has acknowledged free treatment a Risk.  No further resolution being offered. 

  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:08/31/2022

  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.

  Date of transaction: July 20, 2022. Amount paid: $630.00 On July 20th I spoke with an Ideal Image representative named ***************************** via zoom call to get more information about laser hair removal treatments offered by Ideal Image. The call was recorded on her end so the company should have record of this. My intention was only to gather more information and shop around for the best option. She started to tell me about their different payment options and proceeded to send me an email that she told me would contain more information on it. I clicked on the link in the email and it said that they needed more information from me. This link turned out to be a contract for the laser hair removal service. At the time, I had no knowledge of it being a contract because it was only asking for normal information like name and address and such. So while I filled out what was needed in the link, ******** was talking to me and purposely distracting me so I wouldn't have a chance to actually read over the contract. Not once during my conversation with her did she tell me that to get the service I would need to enter into a contract. Furthermore, I was not looking to get the service done right away anyway. On the last page it asked for my credit card information, which I proceeded to ask ******** why they would need my credit card information when I haven't agreed to anything. She said they just need to have it on file in order for me to make my first appointment. I wasn't too worried then because on the page it stated in writing that my card wouldn't be charged at this time. I also figured that my first appointment with them would be a consultation appointment where they would examine my skin and hair and inform me of the best route for us to take and that I still had the choice of whether or not I want to go through with it. After the call, I saw that my credit card was charged and realized that this whole thing was just a scam to get you stuck in a contract.

  Business Response

  Date: 08/31/2022

  ***Document Attached***
  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. If it is unsafe for you to continue with the service provide we will provide a resolution within terms and conditions of the contract. The contract that you are referring to sounds like the financing contract offered by a third-party lender as the contract with Ideal Image does not request personal information, only acknowledgment of the contract itself. 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. At this time the guest has opened a dispute therefore Ideal Image does not hold the funds. We have also attached the contract for review that was digitally acknowledged by the guest. Thank you.
  See Attachment/File: document11.pdf

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17895241
  

  I understand and am aware of the service agreement but unfortunately it was not until I unknowingly entered into the contract that I knew of it existence. Because I was deceived into entering the contract, there was no meeting of the minds and therefore this contract should not be enforceable. I opened a dispute after I was told by an Ideal Image representative that there was basically nothing they could do, even though a contract can be terminated if both parties agree. At this point, the charge is still on my credit card. What resolutions are you providing because all Ive gotten is (1) no the contract cant be canceled and (2) yes you still have to pay full price for services not rendered?
  

  Sincerely,
  
  Thita Thamutok

  Business Response

  Date: 09/07/2022

  All service agreements are sent to each guest and in their sole possession.  Acknowledgement of this service agreement indicates you have taken time to read, understand and accept all provisions.

  We are happy to provide store credit but will not be providing refund as indicated in your agreement

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17895241
  
  I am rejecting this response because:
  

  There are a few things that Ive mentioned in my complaint and in previous conversations with Ideal Image representatives that have not been addressed. Therefore, I would like Ideal Image to acknowledge and address these points before we proceed any further.

  1. Ive expressed that your sales consultant blatantly deceived me into entering this contract. There is proof of this, as your video consultations are recorded. In what manner do you intend on taking responsibility for this?

  2. A contract can be terminated by mutual agreement. After I've explained that I was deceived into entering the contract and do not want any services from your company, you are still refusing to terminate the contract. What are your reasons for keeping someone locked in a contract when they do not wish to do business with you, they have not and will not receive services from you, and they have stated that they were deceived by your company's sales consultant into entering the contract in the first place?

  3. It does not matter if the agreement has been sent to me or if I have acknowledged it, being tricked into signing a contract goes against the very concept of contract law. Simply speaking, this is called fraud. With that being said, this contract is unenforceable. Do you not agree? If so, please explain. 

  Please take the time to respond to this message in its entirety. 

  
  Sincerely,
  
  Thita Thamutok

  Business Response

  Date: 09/20/2022

  1. Ive expressed that your sales consultant blatantly deceived me into entering this contract. There is proof of this, as your video consultations are recorded. In what manner do you intend on taking responsibility for this?

  WE ONLY SELL OUR SERVICES TO LEGALLY CONSENTING ADULTS.  THE DECISION TO MOVE FORWARD WITH SERVICE IS YOUR OWN.  SERVICE AGREEMENTS ARE DELIVERED BY EMAIL AND IN YOUR POSSESSION AT WHICH TIME YOU HAVE THE RIGHT TO REJRECT RATHER THAN SIGN.

   

  2. A contract can be terminated by mutual agreement. After I've explained that I was deceived into entering the contract and do not want any services from your company, you are still refusing to terminate the contract. What are your reasons for keeping someone locked in a contract when they do not wish to do business with you, they have not and will not receive services from you, and they have stated that they were deceived by your company's sales consultant into entering the contract in the first place?
  

  WE PURCHASE INVENTORY AND STAFF OUR CENTERS BASED ON PURCHASES.  WE COMMIT TO OUR CONTRACT AND EXPECT THAT OUR CLIENTS DO THE SAME

  3. It does not matter if the agreement has been sent to me or if I have acknowledged it, being tricked into signing a contract goes against the very concept of contract law. Simply speaking, this is called fraud. With that being said, this contract is unenforceable. Do you not agree? If so, please explain. 

  A SIGNED/ACKNOWLEDGED AGREEMENT IS LEGALLY BINDING. AGAIN, THE DECISION TO MOVE FORWARD WITH SERVICE IS YOUR OWN.  SERVICE AGREEMENTS ARE DELIVERED BY EMAIL AND IN YOUR POSSESSION AT WHICH TIME YOU HAVE THE RIGHT TO REJRECT RATHER THAN SIGN.
  
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17895241
  
  I am rejecting this response because:

  I am well aware of the legally binding contract, that is sole reason as to why this complaint exists. My point is that your company's employee LIED to me to get me to sign the contract. No company in their right mind would find this behavior acceptable. There has been no apology and no accountability on your part. Have you even investigated the matter? You are currently faulting me for your employee's dishonorable actions. Store credit is hardly a justifiable compensation or appropriate solution for this serious matter. 

  Sincerely,
  
  Thita Thamutok

• Initial Complaint

  Date:08/31/2022

  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 for services and I cancelled on the same day. I signed the contract on 8/26/22 and called to can cancel on 8/26/22, 8/27/22, and 8/29/22. I was told by a rep with ideal image that someone will get back to me within 3-5 business days. Received a phone call from Ideal image on 8/31/22 and I explained that I felt the rep was too pushy on me signing papers right away. I explained I wanted to wait. I glanced over the papers and signed. But I also called on the same day to cancel. I was told I signed a binding agreement and was told there's nothing I can do even though I cancelled my first appointment and no longer wanted them to treat me. I contacted the bank loaner and explained the situation; they will put in a request with ideal image to cancel but it's up to ideal image to issue refund or not. I signed papers on 8/26/22 and it is now 8/31/22 and the bank has issues the payment to I deal image. The bank loaner is Alley Lending **************. I am highly upset because i though by law there is a grace ****** called the cooling-off rule.

  Business Response

  Date: 09/06/2022

  There are certain exceptions to the Right of Recession( cooling off period) in ******* that make those guidelines null. One of which are any sales completed entirely by phone or internet.

  We have discussed her options with moving forward, however, her contract is binding and will not be refunded.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17895253
  
  I am rejecting this response because: Exceptions under ******* law specifies while ******* does not ***** a general "cooling-off" period, there are some exceptions under specific state laws. These exceptions are designed primarily to protect consumers like myself. I can cancel an agreement within 72 hours for continued basis. I was told it would be 9 sessions. I called I deal Image on 8/26/22, 8/27/22, and 8/29/22. On 8/26/22 is when the contract was signed and I attempted to cancel the same day. I was told from a representative at the ******* location that someone will contact me within 3-5 business days. I also attempted to cancel again on 8/27/22 and 8/29/22 and was told the same thing. 

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

  Business Response

  Date: 09/07/2022

  The exceptions fall in line with very specific contract types.  Our contract is not one.  We will have someone reach out to you to go over your options

• Initial Complaint

  Date:08/31/2022

  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 did a video consultation and was told I could get everything done that I wanted done. I wanted Botox which I received and an willing to pay for. I also wanted fillers in my face and cool sculpting done on my inner thighs and lower abdomen and my hips. I specifically said my hips were my biggest issue because I'd had both hips replaced and was left disfigured because of the indentations left from the scars. I showed my hips to the lady doing the online consultation " NO PROBLEM "she said so I applied through ideal image for a loan from Ally over email. She said I was approved for $7000. (Little did I know they were going to take the whole $7000 and make me use it all! ). I made an appointment to have several procedures done on one day. *****, fillers, cool sculpting. when I was consulting with the nurse I was denied treatment on my hips because "there's just nothing they could do with the scars and the metal implants" then I was denied treatment of fillers because they only use chlorhexidine for cleaning the area and I'm allergic to to it. They refunded $950 for fillers. I had one treatment of cool sculpting. I have no trouble paying for it. Then my options were to have the rest of the money put towards cool sculpting on my abdomen and inner thighs. Not only was I denied treatment for what I went there for, they couldn't get me in for an appointment for 6 MONTHS! This is not what I agreed to. When I told them it made no sense for me to go back when they couldn't do what I had initially made my appt for and couldn't get me in til next year for another appt I was told there was no refunds. I feel like since they misrepresented themselves by saying they could do all the treatments then turned me down for the main treatments for medical reasons and couldn't make appointments within a reasonable time *****'m due a refund of the unused portion. Since both hips, shoulders, a knee, lumbar and cervical are all metal, medically there was nothing else to be done.

  Business Response

  Date: 08/31/2022

  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. Please let us know how we are able to assist with resolution within the contract terms and conditions. Thank you.

• Initial Complaint

  Date:08/31/2022

  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.

  The lady I was on zoom call with lied about everything including payments and she rushed me to sign a contract . She didn't even give me a proper consultation . She rushed me to sign. That was 7pm Thursday on Friday morning I called to cancel told that I had to wait 5 days This whole company is a scam I do not want to do business with them at all and will take legal matters into this . They are unprofessional. Most places give you 3 days by law for buyers remorse. I don't want anything to do with them. I just want to cancel.

  Business Response

  Date: 08/31/2022

  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. If you do not feel like the consultation was effective you are welcome to do another in person consultation at the clinic of your choice.
  
  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.

• Initial Complaint

  Date:08/31/2022

  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 7/1/22 I requested more information about coolsculpting and was immediately called by a sales rep from Ideal Image. I sent a photo of my stomach and was told I was a "perfect candidate ". I was a little apprehensive and in a hurry and ended up scheduling my first session at the end of the month and was approved for $4770 from Ally. I rushed to complete the process and was not fully made aware of the extent of their contract agreement. I ultimately decided to cancel the appt for several reasons one being i didnt think I would get the result I wanted and it was a hefty investment. The woman I spoke to on the phone was nice and while hesitant to give up my spot did not say why. When I asked if I had to contact **** about not needing the loan they told me not to worry. Little did I know they had taken the almost $4500 from Ally. I did not find this out until several weeks later when I got a message from them. IE kept giving me the run around about it until they realized I disputed the loan. I then had several hostile calls about my nonrefundable contract even though no services were provided, and how if I disputed they would immediately send me to collections. After rereading I noticed the agreement did not have any signatures nor did a lawyer I spoke with think it was legally binding as no service was performed. When I mentioned this to the employees who had been furiously contacting me, they all went silent. I just want this to be over I never should have made the appt in the first place and I'm not about to let them ruin my credit over something so insane.

  Business Response

  Date: 08/31/2022

  This guest has an open financing dispute that we be resolve on the guests behalf. Thank you.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Ideal Image for Ultherapy on my neck. My usual provider does not offer this service, so I decided to give Ideal Image a try. They immediately got me to have a very rushed Zoom consultation, told me to "scroll through" the contract and sign. I felt absolutely obligated to sign up. Although I didn't want a "free service", she told me I had to pick one. After all was said and done, they told me the earliest time available was Dec. 27th. An hour later, I received an email that my appointment for the free service was the next day. I called and asked if it could be switched to my neck, they said yes. I rearranged my schedule and made it there on time. The receptionist was rude and unwelcoming. They told me they had no time to complete my neck, only the free service I didnt even want. They were very pushy about it, so I went through with it. After all, I had to completely rearrange my day to be there, leave work early and arrange for someone to pick my kids up from school. I was in so much pain I was crying. The person performing my procedure was cold and never asked if I was okay. I want to pay for my "free" service and cut ties with the $1,250 for my neck procedure. I shouldn't be charged for something I haven't received, yet **** will still expect my payment within 2 weeks. Ideal Image was unable to tell me the cost of the small, "free" procedure so that I may pay it in full rather than pay for services I haven't yet received. This is a scam and I was taken advantage of. I filed a claim with ****, the lending company, waiting to hear back from my case worker. I should not have to pay $1,250 for something I did not have. I will never return to Ideal Image and I will never refer someone to them. I would like to pay for what I had done, even though it was a "free service" and cut ties with the rest of the loan.

  Business Response

  Date: 08/31/2022

  We apologize for the misunderstanding with the scheduling concerns as the free gift Ultherapy is only provided to Peri-Oral or the Brow area. We apologize that you found the procedure to be painful as each individuals pain tolerance is different. We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. There is no scam. Understanding your Service agreement means you understand our refund policy.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17895889
  
  I am rejecting this response because: I am not asking for a refund- I am asking to pay for the session I received, even though it was "free" with the full service. Since I will not be attending the neck session, I am asking to not be charged for that. When you rush someone through signing a contract, it is incredibly unfair. Clearly this is an ongoing problem for Ideal Image, considering the amount of times this has been complained about. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/07/2022

  Services have been paid in upfront as agreed in service agreement so you are seeking a refund but not entitled to one.  We are happy to provide store credit

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for information and they gave it to me no problem but when I declined the financing they said it was fine. They were going to set me up with an appointment for a consultation i believe and said they just need to hold a card on file to do that. The immediately charged me $950 even though when I asked when the payment is due she told me it's the first week of October. I'm trying to get some help. I canceled my appointment because I don't want to receive the services yet if there's a chance I can have a refund. I want the service but I can't afford it up front. Would like to wait a few months and in the meantime get a refund.

  Business Response

  Date: 08/30/2022

  The contracts with Ideal Image are non-refundable. The payment taken was the down payment required for services to be started - monthly payments will start at a later date.
  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. Thank you.