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

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

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

• 

  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:08/25/2022

  Type:Billing 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.

  This happened on 07/06/2022. I am absolutely livid about my experience so far with Ideal Image. I initially just asked for information and to learn more about the services. They contacted me back and offered a free consultation. I agreed. When we were discussing the services for laser hair removal, I was pressured into actually signing up for it when all I wanted was information. I eventually gave in to the tactics because the lady seemed nice and actually seemed to empathize with my problems. I ended up signing up for a loan for $4,800. I asked her multiple times if I could cancel if I was no longer able to pay for the services. Now that I think back on it, she avoided the question. I tried my hardest to read everything that I was signing. Nowhere at any time did she mention that it was a law-abiding contract and that I am basically waiving my right to fight it in court. I had no idea. She also told me that I would NOT be charged until I had my first appointment. I had to cancel my appointment due to financial and health reasons. However, I received an email from Ally Lending that I need to make a payment on 08/11/2022. I NEVER used the money. I filed a complaint and opened a case. I received a call from Craig G., the executive client care specialist. He told me that it's law-abiding and that if I were to cancel, I still have to pay them $4,800 even though I never used their services. I was forced to send an email to Ally Lending asking to close the case and that we met a resolution. Due to pressured selling and deceptive practices, I am now suffering mentally and financially. This is unethical and wrong. It did not help that I was crying during the phone call with Mr. Gentry, and he did not care at all. I want to cancel the agreement. I refuse to cooperate with a company that resorts to deception and unethical practices. I will continue to file complaints against this business. I have already tried to contact Ideal Image and have received no response.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Guest has signed agreement which allows no further resolution. Agreement is attached for review.
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was coerced into signing that resolution. I refuse to do business with this company. I want a full refund and I will continue to fight this until I reach a resolution I'm satisfied with.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  RRA signed, direct violation of this agreement.
  
  
  Consumer Response /* (2000, 11, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received an email this morning from the Attorney Generals Office stating that Ideal Image sent them a letter stating that Ally Lending will receive a full refund. I attached the letter Ideal Image sent to the Attorney Generals Office.

• Initial Complaint

  Date:08/25/2022

  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 went in for cool sculpting and was denied/ told I was not a good candidate for this procedure because of my size. The machine would not be able to fit my stomach in. My stomach was too big. So I left that day with out any procedure done. I was denied and turned away.

  Business Response

  Date: 08/26/2022

  We are working with this guest to resolve. Thank you.

  Customer Answer

  Date: 08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They called and told me if my stomach was too big, then I can just get another Area treatment. I was denied treatment because of my weight and size I am. Changing the area won't work. Their machine can't fit me, anywhere because of how much fat I have all over. My belly, sides and back. And why would I have anything else treated, when what I initially wanted was my to treatment specifically one or two areas of MY choice. I should have to switch to a random body area,after I was told, I am not a good candidate for any area. Why would I endanger my self? They are trying to force me into getting another area done. Even after I explained to them, I was told by a medical professional in your office, that I am not a good candidate. The machine will not be able to fit me in its opening. I am requesting a full refund because no service were able to be conducted because of me not being a good candidate as I was told by their company. I don't not want any other area treated.

  Business Response

  Date: 09/06/2022

  This guest is being resolved by dispute

• Initial Complaint

  Date:08/24/2022

  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 did an online consultation with Ideal Image, I was originally just interested in Botox for my jaw for TMJ. I ended up being interested in botox for my forehead. She talked me into the Ultherapy, I explained my concerns for this procedure based on history I have had with facial procedures. She said it should be fine but if I tried one and didnt like it, I could cancel and get a refund. After reading more into it, I am not at all comfortable with the procedure and asked for a refund. They put in a ticket and when I was called, they said no. I signed a contract.One, how can you truly evaluate ones skin when you are on a zoom call not face to face? Two, the lady who sold it to me told me I could get a refund now I am told I can not.

  Business Response

  Date: 08/26/2022

  We have spoken to this guest regarding resolution. Thank you.

• Initial Complaint

  Date:08/24/2022

  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.

  On July 5 2022 my daughter call this place and made a account with them, not knowing that she was signing a contract, she didn't have a job at the time and still doesn't and when they were seeing her credit they approved her for ***** dollars. She didn't have any credit prior and again didn't even have a job. When we called a couple hours later after her making the account, wanting to cancel the account. Now almost 2 months later we received a credit statement for $***** plus late payment charge and interest charge even though we called this place the same day we opened the account and cancelled it.

  Business Response

  Date: 08/29/2022

  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. Thank you.

• Initial Complaint

  Date:08/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wanting to do the Cool Sculpting and Because of covid they did a Zoom consultation. I did the Zoom call with Nadia M****** on May 26th 2022. Before I knew it, I had financed and 2 appointments set. I call back and set up an appointment to go see the actual doctor and make sure this would be right for me. I then canceled the 2 appointments and set up one for in house consultation June 10th 2022. After talking and doing a physical she told me that I was NOT a good candidate for the procedure. My health and the skin in the areas I needed addressed would not work work and it would do more damage than good. She suggested that if I wanted to fix the areas Lipo would be the only solution. So we leave the room and I go back to the receptionist to check out and she looks at the notes and states are you aware that you have already signed this contract. Shocked I told her No. She then said she would note in there to have a caseworker get in touch with me. On June 15th 2022 I received a call and email from Ben B******** the case manager. On June 16th 2022 he sends me Docusign papers cancelling the contract and informing me that they will only refund $1980.00 of the $2000.00 that was financed that the financing company would charge me the $20.00 for terminating the contract and to give it 5-7 days for my account to update. On June 29th 2022 only $1900.00 of the $1980.00 was refunded to the account. I called Ben B******** and send emails questioning what has happened. Sent him the termination contract and the statement from Fortiva on June 29th 2022. With No Response I then called and emailed again on July 6th 2022. With NO Response I tried again on July 13th 2022 with a call and email. Without receiving a phone call or email back I then tried calling their customer service and was placed on hold for 15 minutes before being hung up on. I emailed Customer service and stated the issue I was having. July 20th I was finally contacted.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/25) */
  This has been resolved.

• Initial Complaint

  Date:08/24/2022

  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 bought a lifetime membership for 6 cool sessions. I was never told I had 9 months to use them at $6700. You can't do 6 sessions in 9 months nor can you get in to use your sessions. They tried the first time to take my last 2 sessions away saying they were expired. Corp. Gave them back. Used one 2 weeks ago and went to us my last and was told because they used a plus pad it counted as 2!! I never asked for the plus was never told they were using a plus pad and they lied and refused to give me last session. Also paid for 2 ultherapy sessions. Used one and they took the other saying it had already been performed. Lies ultherapy costs me $1700. They lie and scam to get to buy different services.

  Business Response

  Date: 08/25/2022

  Guest purchased 16 CS cycles - 9 month expiration - signed contract with cycles and expiration is attached for review. (Guests contract was extend to allow full use of cycles) Cycles are purchased and our medical professionals treat based on the best possible treatment outcome for the guest.
  
  In regard to the Ultherapy - the guest purchased lower face and full neck for $1,425.00. Lower face expired on 5/16/2022 - which is why its unavailable for the guest to schedule. We are happy to resolve this by sending the guest a contract for the expired service - once signed the guest can call their home center to schedule.
  
  Contract will be sent to ****************************.
  
  Thank you

  Business Response

  Date: 08/25/2022

  ***Document Attached***
  Ultherapy contract is also uploaded for review.
  See Attachment/File: ***********************- Q-******* V1 2021-08-25_Completed.pdf

  Customer Answer

  Date: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had to fight to get my last 2 sessions extended. You used a plus pad and didn't tell me taking away my last session without my knowledge or permission. The ultherapy was extended by corporate and when went to schedule that session was told I had to wait 3 months that request was made in August 22. So no I didn't receive my full purchase. You scammed me out of two things I paid for.

  Business Response

  Date: 08/26/2022

  There will be no further resolution other than what was offered.

• Initial Complaint

  Date:08/24/2022

  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.

  In April of 2022 I purchased laser hair removal package for upper lip under arms Brazilian and lower legs and toes. Paid Ideal Image $4,558.24 for the package including lifetime guarantee. On May 19th I went to the midtown location for my first session. That day we only did my lower legs and toes. That day my legs were burning I thought it may be normal as I have never had my legs lasered before. The following morning I called them to ask why I had welts and to ask if it was normal. I spoke to a "nurse" from ideal image that asked I email her pictures of my legs. The "nurse" called me back and said it was fine to just use aquaphor and that it would be fine. I spent 3 days in agony until I finally felt obligated to go to urgent care. The urgent care provider advised me I had been burned and aquaphor was not the proper treatment. They prescribed steroids and creams to help with my burns. I've contacted them several times to resolve the financials since I do not wish to go back to get any other parts of my body burned. They refuse to resolve the matter or refund my money.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/25) */
  Ideal Image is happy to resolve this for you. Currently there is a credit card dispute that is open. The CC dispute will need to be dropped or closed to allow us to resolve.

• Initial Complaint

  Date:08/24/2022

  Type:Billing 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 started out with laser hair removal which required a loan. I started that process in April of 2022. I then decided I wanted to try juvederm which is a filler (injectable). I started the loan process for that in May 2022. It took a long time to get an appointment but I finally did August 17. I drove 45 min for them to put me in a room for a video consultation with an NP, he spent 5 min with me and said I was not a candidate based on the possibility that I could have anaphylaxis. I though it was weird that they already had my medical information and could have told me as soon as I inquired about it that I wasn't a candidate, saving me the trip and the chit on my credit to take out the loan. They offered another service but there wasn't any other service that I needed or could have. They said they could refund me but would charge me $100 for an "admin fee". It turns out many other people have had similar issues with Ideal Image. Many reviews state the same kind of issue or worse.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/25) */
  This has been resolved as outlined in the contract.
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The contract requires members to pay for services they don't receive even if they refuse to provide the service. This has not been resolved. I did not receive a refund and was treated poorly based on a contract that should not be legal and is not fair to consumers, especially when the service was refused by the company itself.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  We spoke to this guest on 8/26 regarding medical contraindication. Please reach out to Ally regarding funds. Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/23/2022

  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.

  On May 11, 2022 submitted a request for information from Ideal Image. They promptly texted me and scheduled a Zoom consultation for that afternoon. That afternoon I spoke with an Ideal Image representative over the phone. My intention was to obtain information about hair removal services and cost. During the conversation I was persuaded that the best deal would be to sign up for a 16 month unlimited package that day. I could choose to wait but the savings couldn't be guaranteed. In good faith I executed the contract via DocuSign and gave my credit card for full payment of the 16 month hair removal service plus the Lifetime Guarantee Membership, which I did not fully understand but it was something about the way the paperwork had to be completed for me to be eligible for touchups. I booked my appointment for June 1st at 3:10pm. Upon arriving approximately 15 minutes before my appointment time I waited in the lobby for about 10 minutes before being greeted. I was then seen by a medical professional via video conference and cleared to have my laser treatment. Another 10 or so minutes go by and they come out to tell me the laser is broken. They asked if I wanted to wait to see if the technician could fix it or reschedule. Ultimately they were unable to repair it and so I said I'd reschedule. They said they would contact me once the laser was repaired to reschedule. The only communications I've received from them since is advertisement for add'l services except to respond to my request for a refund which was denied. No service has been provided to date. I am very dissatisfied with the lack of care to get me rescheduled and have serious concerns about using a laser that was broken on my face. I have repeatedly requested a refund with no luck.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/25) */
  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.

• Initial Complaint

  Date:08/23/2022

  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 sought laser hair removal associated with my polycystic ovarian syndrome (PCOS) that makes hair growth sometimes unmanageable. In order to get a contract signature, the sales representative made false representations and warranties about what I could expect from the procedure. While receiving the pitch for this treatment, I was promised that the hair would be gone forever after treatments. When I arrived for the actual appointment, the outlook was much more grim. The person told me that my hair would only be reduced and would not be gone forever. I received further advice from my endocrinologist that electrolysis is the only FDA approved method of hair removal.
  
  I also suffered mild irritation to my sensitive skin after laser treatment, and am not comfortable with pursuing further laser treatment to my skin due to possible scarring. I would like to be refunded my contract price less the treatments that I received. I want to pay for the services rendered to my underarms and linea alba, but no more than that as I will not be pursuing treatments. From the contract reading, my symptoms do not make me a laser hair removal candidate.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 6, 2022/08/24) */
  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.