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

  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:08/21/2022

  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.

  Signed up for laser hair removal August 9, 2022. I was advised to get a loan and did so. I do not know the amount charged because I was never given a receipt. Apparently I checked some boxes for a contract that was legally binding, but did so while on the phone with an agent and didn't realize what I had checked because she was moving me through it too fast. I was never given a copy of the contract and have no access to it. I was rushed through the phone call without time to process what was being sold to me. Ended up paying extra for a lifetime guarantee when I thought I was buying some other one time lifetime membership that I had to get in order to get 80% off. So much info and misinformation lobbed at me. I haven't had a single treatment and circumstances have changed for me. I no longer want this service, but they said they cannot give me a refund because I signed a contract. I do not know if they will charge my credit card or pull from a mystery loan that I have no information about. It's very disturbing.

  Business Response

  Date: 08/22/2022

  Hi *********, thank you for reaching out regarding your concerns. Can you please verify the e-mail address that you used for your Ideal Image profile/account. Thank you.

• Initial Complaint

  Date:08/21/2022

  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.

  December 3 2015, the technicians had the laser intensity too high resulting in my face receiving 2nd and 3rd degree *****. I had over 50 disc-like ***** to my face, chin, and small portion of upper neck. I had to seek medical attention for my face. I could not continue the laser removal treatment due to damage to my face; I asked for my money back, the technician took full responsibility and I was told I would get my money returned to me. After my face healed, I used numerous facial products, and home remedies to even and fade the burn spots. I am asking for a refund because it was promised due to facial ***** and also, none receipt of services for money I paid. It was terrifying. It tossed me into depression and insecurities because of the stares I received. All I wanted to do is hide. I have Type 2 Diabetes which complicated the healing process. It took years to restore my face however a closer look shows lasting marks of lighter spots from the ***** Ideal Image has an arbitration clause regarding disputes; but I was to be reimbursed fully. Dec 2, 2016, I spoke with a *********************** who sent me a release form, and Dec 7, I spoke w **** concerning what was happening with my face, i.e. spots, burning sensation, signs of hair growth. She did not seem to care, I was told to complete the release form to get my money. I completed it then fax to **********. The funny thing is I contacted Ideal Image several times throughout the years where no one returned my call or I was placed on hold and no one answered/came to the phone. Most recently, I called 8/10/22, and 8/12/2022, but no one returned my call. I have called during business hours and was placed on hold to only hang up because no came to the phone. I went to Ideal Image -*********, **********************************************************************. I paid in full for the laser hair removal services. I wanted to submit this because it difficult to think of what I went through. I need to scan some documents to upload.

  Business Response

  Date: 08/23/2022

  We have spoken to this guest and working with her to resolve. Thank you.

• Initial Complaint

  Date:08/21/2022

  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 purchased a laser hair removal package in 2020. The treatment is for every 6-8 weeks. The past year this business has canceled and rescheduled my appointment many times due to lack of nurses. I paid $3k for this service and I expect to receive the service that I have paid for. Thanks!

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/22) */
  This guest is fully treated within the contract. However, due to the scheduling concerns and cancellations we have extended the guests contract until the end of the year to allow additional treatments to occur. Thank you.
  
  
  Consumer Response /* (3000, 8, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  These cancelations are a result of ideal images poor management. I've already paid them in full and I'm not getting the value that I was promised. It is not my fault that they cannot keep employees or appointments with their clients. I expect some refund due to the reasons I stated. Thank you!
  
  
  Business Response /* (4000, 10, 2022/08/25) */
  Guests are fully treated at 5 treatments, the guest has completed 6 treatments to full face and 7 treatments to the underarms. The guest is fully treated and has until the end of the year to complete any additional treatments. There will be no further resolution to this concern. The guests signed contract has been uploaded for review.

• Initial Complaint

  Date:08/20/2022

  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 purchased a year membership with the intent to receive my Botox injections every 3 months. They have major scheduling issues and I have yet to receive my Botox treatments on time. I received my first Botox with them and scheduled a follow up visit 3 months later (June 4) which they said met their timing requirements when I scheduled the appointment. However, they called me a couple days before my appointment to cancel saying it didn't meet their timing requirements. They said they would put me on their cancellation list and get me in the following week or so because otherwise it was going to be months before their next opening. It is now August and they never called me with a cancellation opening like they said they would. They are still telling me they will put me on their VIP list to get me in if there is a cancellation. Otherwise their next available is the end of October (this would be 4.5 month's overdue and approximately 7.5 months since my last botox treatment). I would like a refund on the botox that I have already purchased for my June appointment that they canceled last minute and have not been able to provide this service in a timely manner at 3 month intervals. I would also like a refund on the membership fee that I have not been able to utilize for my every 3 month botox treatments as intended. It appears they are signing up too many memberships that they can not fulfill services for at their Fort Worth, Texas location.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/22) */
  The guest purchased the LTGM and received services and benefits from the LTGM therefore the contracts are non-refundable. The guest is welcome to take advantage of the LTGM benefits at any time throughout the year not only at appointments. The guests contracts have been extended through the end of the year to allow further time to schedule. The guest is eligible to stop the renewal for the LTGM so that it does not renew for the next year however the contract states the following:
  30-Day Right to Cancel and Receive a Refund. You have the right to cancel your LTG Membership within the first 30 days after the start of your Membership Term and receive a full refund, less a $20 processing fee, if you have not used any of the benefits of your LTG Membership.
  
  
  Consumer Response /* (3000, 9, 2022/08/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ideal Image response states that I am able to take advantage of benefits not only at appointments but this is not true as I have to have an appointment with them in order to receive services/ receive benefits. They do not take walk ins. Which is precisely the problem. They have oversold memberships so I can't get in at regularly scheduled appointments to take advantage of the membership benefits. When I waited for an appointment 3 months out they canceled it last minute but I need to cancel the membership within the first 30 days. This doesn't add up. Furthermore, they state in their response that they have extended my membership through the end of the year but my membership goes past the end of the year as I purchased my membership in March 2022 it ends one year later March 2023 so this doesn't make sense either. They did not address that I asked for a refund for Botox that I paid for in advance for my June appointment that they canceled last minute and I haven't been able to get in since to utilize.
  
  
  Business Response /* (4000, 11, 2022/08/29) */
  The membership benefits can be used to purchase at anytime through the Ideal Image app or by calling into our customer service line. In regards to "until the end of the year" - this is until the end of your membership year. There will be no refund of the LTGM or the Botox as the contracts are non-refundable.
  
  
  Consumer Response /* (4200, 13, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again their response is not factual. They stat my membership has been extended through the end of my contract year which is 100% not true. I purchased my membership March 2022 and it ends March 2023 which is not extended any period of time let alone through the end of the year. I have an email from Ideal image dated from yesterday that confirms my contract ends March 2023 and not through the end of my contract year as they falsely state. I am asking for a refund on botox that I paid for in advance for my June appointment that they canceled last minute and I have not been able to get an appointment to utilize since. The Botox that I prepaid for for my June appointment was entirely separate from my membership contract and I have not received the botox that I paid to receive in June to date.

• Initial Complaint

  Date:08/20/2022

  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 8/3/2022, I was solicited by IDEAL IMAGE and tricked/peer pressured into signing a contract for a $3092 cool sculpting procedure and being lied to about having low monthly payments. (later found out that it was over $150 per month). During the phone call, my questions regarding costs and payments were never answered truthfully by the sales rep and he just kept beating around the **** and told me that I could only receive the discounts if I signed immediately. I immediately attempted to cancel but was told that I already signed the papers and was too late for a refund. Their lack of explanation of the truth during the free consultation is pure evil and Ideal Image needs to get sued for this. I plan to gather evidence and take legal action if this is not resolved.

  Business Response

  Date: 08/22/2022

  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:08/20/2022

  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.

  In the following email, I, *********************, formally requested to cancel and refund ********* in full due to failure to provide services as promoted in a timely manner. Ideal Image failed to be transparent in their inability to provide the cosmetic services promoted, and refused to provide me with an email in order to send a written request. The representative dealing with the claim ****** is "supposed to contact me." I have not received any treatment at all, and I am no longer interested. ********* has been informed of the cancellation request and ********* is aware that NO SERVICES were provided to me. Ideal Image must refund the money to *********.

  Business Response

  Date: 08/22/2022

  ***** purchased n 8/13/2022 and appointments were scheduled for 8/24, 8/28 and 9/17 that were all cancelled by the guest. Gathering more information from the guest as the guest states she was not scheduled in a timely manner.

• Initial Complaint

  Date:08/20/2022

  Type:Order 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 was given incorrect information in order to sell me a package of nearly $5,000. I was told by the sales person that it was a completely permanent hair removal solution which is why I was comfortable signing up for the contract. At my first appointment, the nurse told me it's not permanent and there is a chance it will only last a few months. I tried to call the customer service line to resolve this as well as emailed the sales person and I have not been given any response. The customer service person told me that she couldn't help with cancelations and did not have any information on where to find my contract or who to talk to about it.
  

  Business Response

  Date: 08/29/2022

  Consumer Response /* (3000, 8, 2022/08/22) */
  I was able to contact an additional customer service representative who opened a case for me but told me that the contract is non-refundable. The sales representative that I originally spoke with never mentioned that it was non-refundable, and it was very difficult to find a copy of the contract that I signed. I was led to believe what I was signing was an acknowledgement of the pricing quoted to me and was not properly informed that I was signing a non-refundable contract. In fact, on their website there is information that you can cancel within 30 days. "You may cancel within the first 30 days after the effective date or receipt of membership materials (whichever is later) and receive a full refund, less a $20 processing fee." I was also signed up for additional services and products that I was unaware of, including a $250 "lifetime guaranty" which is just a future discount on paying additional money for more services later, and $95 worth of skincare products that were not discussed with me once. I did not see any of this until I was sent an email receipt. Ideal Image uses predatory sales tactics and rushes their potential customers into signing things with misleading information about what they are signing.
  
  
  Business Response /* (4000, 10, 2022/08/26) */
  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  
  
  Consumer Response /* (2000, 12, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/20/2022

  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 May 21, 2022, I, contacted Susanne F., a consultant with Ideal Image via email for laser hair removal (LHR) services. In my email I stated that I would like to receive services at the Buford GA location as it was the closest to my residence. Ms. F., responded to me via email on May 23, 2022 with the requested information and we spoke on the phone May, 24, 2022. After that conversation, our communication was primarily via text messaging.
  On May 24, 2022, Ms. F. sent me a contract that needed to be signed before I would be scheduled for services. Shortly after the document was returned to Ms. F., she called to collect payment. She asked several questions related to my availability for the initial appointment. She confirmed that Buford, GA was the location I wanted to receive services from. After the payment was collected, she then attempted to schedule the appointment and informed me that their scheduled was locked and only that location could schedule my appointment. She then stated in words to the effect, "I'll send Buford an email that they have a new client waiting for services. They should give you a call before the end of the day. If you don't hear from them today, shoot me a text and I'll check it out for you." Her response was acceptable and I waited for a call from the Buford location. I did not receive a call from the Buford location and sent Ms. F. a text message on May 25, 2022 stating such. She stated she would reach out to the manager. At 5:52PM I text letting her know I still had not received a call.
  On May 26, 2022, Ms. F. stated that she emailed the center again and had secured an appointment at an alternative location. I immediately responded that the location was not convenient for me and I did not want to start services in one place and switch to another. She stated she would cancel the appointment and keep looking. After a few days I sent a text message for a refund.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/22) */
  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.
  
  
  Consumer Response /* (3000, 10, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On 08/22/2022, I received both the email and voicemail messages. I contacted the person using the number provided, but no answer. I left a voice message with my full name and number, then replied to the email with my availability for the remainder of the day as well as the next day.
  On 08/23/2022, I did not receive a call from the company or any emails. I called the same person, no answer and left a message similar to yesterday's and I again sent an email. The person's signature states they are available until 6PM my time. I communicated to them before that time on both days.
  
  
  Business Response /* (4000, 12, 2022/08/25) */
  A call has been set up with this guest. Although our hours at 9-6pm, EST please understand that there are calls and meetings on the schedule that we do have to work around when the guest is unable to be reached when we make the initial call. We are working with the guest to resolve their concerns at this time. Thank you.

• Initial Complaint

  Date:08/19/2022

  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.

  This is one of if not the worst company I have dealt with in my entire life. Signed contract with this company 5 months ago for belly fat reduction. At first appointment, the company confirmed that they could not help me with my issue and would refund the contract to Fortiva Credit Services which underwrites the $3700 loan for the service along with a $150 package that is supposed to be used for the treatment. The $150 package was returned to the company 2 months ago unopened and during the last 2 months, the company, Ideal Image, continues to make excuses as to why they have not refunded the cost of the package. Ideal Image took over 3 months to credit back the loan for services costing hundreds of dollars in finance charges and after 5 months 15-20 phone calls for the company to resolve the issue, has still not refunded my order completely which is now affecting my credit report because it is showing as money owed. Ideal Image confirmed receipt of the package weeks ago and makes excuse after excuse why they still haven't refunded the costs of the package which was never used or opened. Ideal Image cannot be trusted whatsoever and owes me the cost of the returned $150 package never refunded as well as all finance charges associated with this "loan" which should have been refunded 5 months ago. There are over $200 in finance charges due to the length of time it took for Ideal Image to refund order still showing owed on my credit report.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/22) */
  The skin-care comes from a third-party and is also returned to a third-party warehouse. Ideal Image is unable to release any funding for skin care until the third-party company has received the skin care back into their warehouse and they have reviewed and documented the condition of the skin care. If accepted back into inventory then Ideal Image will reach out to the guest regarding funds for skin care. Thank you.
  
  
  Consumer Response /* (3000, 9, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company has had nearly two months to inspect an unopened returned package for a refund. Absolutely unacceptable.
  
  
  Business Response /* (4000, 11, 2022/08/25) */
  As mentioned previously Ideal Image does not receive the skin care returns as the Skin Care is shipped from a third-party company. There can be no further resolution until the skin care has been accepted by the third party. Please provide tracking information and we will be happy to reach out to the third party regarding the return. Thank you.
  
  
  Consumer Response /* (4200, 13, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Confirmation of return has already been verified by ideal image several months ago so stop making excuses. The company does not need two months to verify a return which was not even opened.
  
  
  Business Response /* (4000, 15, 2022/08/26) */
  We need your tracking information. Thank you.
  
  
  Consumer Response /* (4200, 17, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Return has already shipped back months ago and the company has already confirmed receipt of the returned package so you do NOT need to use excuse of needing a tracking number (you should have it anyway since it was "returned to sender"). #rd party company that shipped original package will have it although, as we've explained, they have already confirmed receipt AND so tracking is a moot point at this juncture.

• Initial Complaint

  Date:08/19/2022

  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 have dark spots on my face, so I went through consultation with Ideal Image for BBL photofacial treatment. They have guaranteed me to remove dark spots from my face, so I paid $1350 and signed contract for 5 treatments. Upon first treatment I have not gotten any results, which I complained about. When I showed up for second treatment they didn't proceed with it but requested for me to get checked with dermatologist if I have Melasma. I have done that and brought them a doctor's notice that I do not have *******. After that I went for my third appointment and their nurse told me that BBL photofacial treatment will not help me. Basically I was lied to at the initial consultation, I have paid $1350 and now they tell me that even though they can not provide me service I paid for, they can not refund me money either and offering me different services that have nothing to do with my dark spots problem. What can be done to fight this injustice?

  Customer Answer

  Date: 08/19/2022

  ***Document Attached***
  Here I am attaching a screenshot from my email where the ideal image nurse confirms that this laser is not suitable for me. although before I paid for the services (April 27) the consultant told me that this laser was almost created especially for me and that it could remove all my spots on my face. I will also leave a screen where the amount that I paid them is indicated.
  See Attachment/File: FDCF9A1F-D04C-448B-8DDF-4F326AA533DE

  Business Response

  Date: 08/23/2022

  We have spoken to this guest and come to a resolution. Thank you.

  Customer Answer

  Date: 08/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was offered to take only part of my money, and the documents for the return of $ 880 were in my mail. but I do not agree to pay a member ship in this clinic and a procedure that absolutely does not suit me and does not give a result. I think that this is a mistake of the clinic and I should not pay for it! I had a consultation before giving my money to this clinic, and then the consultant told me something completely different and promised that this procedure was exactly what I needed! I do not agree to pay for other people's mistakes. This procedure does not suit me and I want a full refund!

  Customer Answer

  Date: 08/25/2022

  Please see attached signed HIPPA release.
  See Attachment/File: Signed HIPPA Release.jpeg