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:08/17/2022

  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.

  The sales agent, Krystina Young, recommended I buy this crazy over priced lotion. I thought about it and finally agreed, thinking it may help with the outcome from the procedure. I had the procedure on June 1,2022. I did not receive the lotion that day and was told it was to be shipped to me; they do not keep it at service location. Between then and July 8, I mentioned the lotion in a follow up survey and emailed Krystina about the lotion. No response. I complained to Krystina again and she did respond; said she would look into it. Eventually confirmed my address in a second email. I responded and confirmed address. I waited. I emailed her again saying I want the expensive lotion or a check in the amount of $174.25. I also informed her I would complain to the BBB if I did not receive either by end of July. I have heard nothing from her since and have not received lotion or check.

  Business Response

  Date: 08/19/2022

  A fulfillment order was created in Salesforce and shipping updated to complete by the vendor.

  Customer Answer

  Date: 08/22/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I just want what I paid for. How long will it take to get the item?

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 6, 2022/08/19) */
  A fulfillment order was created in Salesforce and shipping updated to complete by the vendor.
  
  
  Consumer Response /* (2000, 8, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I just want what I paid for. How long will it take to get the item?

  Customer Answer

  Date: 11/10/2022

  48153144-CE944. This is complaint number or ID assigned to me.  My complaint has not been resolved.  I have not received a refund from Ideal Image in the amount of $174.25.  I want my refund.  It has been 5 months and nothing.  
  

  Business Response

  Date: 11/11/2022

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

• Initial Complaint

  Date:08/17/2022

  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 got a call from ideal image on 7/7/22 they sell botex and other injections they get you to sign on a web page and go over this and what a great deal it is never go they tell you it's a final sale when I got almost done I thought how dumb I was I didn't check reviews I did and told the lady they have bad reviews and I do not want to proceed she told me it was a final sale I told her I wanted it cancelled she gave me a number to call I thought I might see what it was and had two appointments they cancelled now I have skin problems and I just want it cancelled and the customer service people said they would call back and have not I just want my money back I have skin problems from the sun now I have ag skin disease which causes red itchy bumps on my body and I am afraid to add anything else I am afraid and as I told them on first call they should tell you final sale they don't tell you what the fine print says but who reads pages they should tell you I'm beginning thank you
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 6, 2022/08/18) */
  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.

• Initial Complaint

  Date:08/16/2022

  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 signed up last May 14, 2021 for a 3 area laser plan that included unlimited sessions for a duration of 16 months at the Bethesda location. And making appointments has been extremely disappointing. There have been gaps of about 3 months in between sessions because they are not able to book me, or say they put me on a wait list but I never get a follow up, and the last time this happened was end of March when an employee got COVID (understandable) so my appointment had to be canceled, but they never rebooked me and to this day I am waiting for a call. I am on time for my payment plan, which is not cheap at all, but I am failing to meet the 6-10 week sessions because they are not doing their part on scheduling me, and they make it impossible to speak to someone about this. Supposedly my session time has been extended because of the first time this happened, but I haven't received any updates and I'm still not able to make appointments anyways. This is the third time they have not met scheduling for me and seek an answer.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 6, 2022/08/17) */
  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.
  
  In addition we did schedule an appointment for next week in the hopes that this works for the guest.

• Initial Complaint

  Date:08/16/2022

  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 11th, 2022, I reached out to ideal image for more information about their cool sculpting program. The morning of July 12th received a text if I had a few minutes to speak and I said sure. The representative then transferred my call to the Aesthetic Consultant, and we did a zoom call. She said I had to sign a consent to proceed with the call and she emailed me a quote which was $6390 and that they offered financing for no interest. I did apply for the loan but did not expect them to pull the funds that evening. I signed the consent not thinking or reading that I was signing a contract. I unfortunately became another victim, if someone would have explained that I would be signing a contract and they would be drawing the funds upfront from Ally Bank I would have not proceeded. I even asked the Aesthetic Consultant via email the evening of July 12th if they would be drawing from the loan upfront? Received no response. I then emailed again that same evening and stated I did not want to proceed to please do not draw from the loan. No response. I emailed again morning of July13th stating the same thing I did not want to proceed not to draw from the loan. Only way to commute with the Aesthetic consultant is through email no phone number is listed for her in emails.
  I did not continue to follow up thinking ok they received my emails nothing should happen since I have not made an appointment to meet with someone in person or anything. Then on July 24th I received an email from Ally Bank stating a payment would be due soon. I looked up the local office's phone number and contacted them. The front desk person has been very nice and all she could do was open a case number and direct me to the Client Support Specialist. The front desk person stated it would take about 3-5 business days to hear back from the Client Support Specialist. No Response. Provided letter my doctor not recommending me to proceed and was told by the front desk notes stated no medical contraindicati

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 6, 2022/08/17) */
  This has been resolved. Thank you

• Initial Complaint

  Date:08/16/2022

  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 requested a service for my 17-year-old daughter. I informed the consultant that we were going to go abroad on vacation. During the trip my daughter acquired a skin infection and I had to take her to the Emergency room and she is undergoing a skin treatment that recommends not doing anything that could further cause damage to her skin such as Laser treatments. We returned to Atlanta on July 11 and on July 13 I made my first call to Ideal Image customer service and informed them of the situation. My daughter has sent the photos and the medical records. I informed them on July 13 of why we had to cancel are service with them as off right now where still disputing the charges. Ideal Image said that they will place my account on hold but the financial company never was informed about this issue and is still charging and almost send me to debt collector. Ideal image has said they place the account on hold for awhile so my daughter can proceed with the laser hair removal it's very clear that they don't care about my daughters condition and it's only about the money for them. I have been very patient. I have sent several emails and have called them several times to have this situation fixed but on their part I don't see anything happening.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 3, 2022/08/16) */
  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, 5, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I signed a contract with Ideal Image on June 21st and informed Ideal Image on July 13th that my daughter was diagnosed with a skin disease for a reaction that she acquired on a trip outside the country ( we informed before the first consultation scheduled on August 12th). After she was diagnosed and started a medical treatement, I immediately reached out to Ideal Image to cancel the contract because she would no longer be able to have the laser hair removal. When I first reached out to Ideal Image over the phone, I was not able to communicate with anyone or have a resolution presented to the issue that was presented with my daughter's health. From there I began reaching out to Ideal Image through emails in order to create a history of my outreach to Ideal Image, from which I have yet to receive any assistance or resolution. The only response that I received from Ideal Image was that they would pause the contract, to which this information was not relayed to Ally lending (financing company) causing them to almost send the bill over to collections when it was not paid. I have spoken several times with Ideal Image to help them understand how my daughter won't be able to perform the laser hair removal treatment due to the skin infection that she was diagnosed with this summer. Even after I forwarded the doctor's note to Ideal Image which states how my daughter should refrain from treatments such as laser hair removal, they are still insisting on performing the cosmetic procedure against the doctor's note in order to keep the treatment plan and payments in place. I am reaching out in order to get some further assistance with the termination of this contract that was signed, as this service will never be used and I have not started any consultation or the procedure with Ideal Image.
  
  Ideal Image offers to suspend the contract, which means for them only to cancel the appointments, but I have to pay for the laser hair removal without receiving this service.
  
  What I need with this issue is to cancel the contract with Ideal Image and cancel the financing with Ally Lending.
  
  Thank you.
  
  
  Business Response /* (4000, 7, 2022/08/24) */
  Please respond to the e-mail sent on August 16th to schedule a time to discuss your concerns. Thank you.

• Initial Complaint

  Date:08/16/2022

  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 signed up for laser hair removal from Ideal Image around 9:30pm on Wednesday, August 10, 2022. After realizing the extent of the cost involved, I decided it was way more than I could afford being a college student. I called the next morning to let them know that I had changed my mind and wanted to cancel. I was informed that I could not cancel as the contract was non-refundable. I didn't even realize I was signing a contract with them. I thought it was a permission to perform services and pricing quote. Now I'm being told that I cannot cancel unless I have a medical condition. I had no idea that they talked me into a non-refundable contract. All I'm asking is for the contract to be cancelled and we go our separate ways. I called to cancel within 12-13 hours of signing up and no services were performed.
  Thank you for your time,
  **** ******

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/17) */
  We have spoken with this guest and provided next steps directive to proceed with resolutions. We are waiting for guest to complete at this time. Thank you.
  
  
  Consumer Response /* (3000, 8, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only option given was to complete a medical form and falsely say that I was not medically able to complete the service which is not the case.
  
  
  Business Response /* (4000, 10, 2022/08/19) */
  The medical form was completed by guest and was found to have no medical contraindications to the service purchased. This has been resolved.

• Initial Complaint

  Date:08/16/2022

  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 signed a laser hair removal and cool sculpting contract 08/15/22 and I was not made aware that the contract included a loan agreement with a bank. After I realize I signed a loan agreement with a bank, I immediately contacted Ideal Images customer service to cancel my contract and she put a case in my file. I followed up via email to my consultant to cancel my contract in writing. She called me and told me she saw that there was a case to cancel my contract and that I would have 72 hours to do cancel or I would need a medical exemption. I asked for an email/proof of my case in writing and she did not provide it to me. Later, I called again so I could obtain the case number so I had it for my records and a new customer service agent told me that there was no case in my file at all. She said she would reach out to my consultant again (the one who didn't do it in the first place). This new customer service agent told me I only had 36 hours to cancel my contract instead of 72 hours. I contacted the bank and they put the loan on hold. I haven't received any services, had any appointments nor made any payments. The contract says (pg.6, #8.) it cannot be cancel unless there is written agreement between both parties and it seems that they are not willing to provide that.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 6, 2022/08/17) */
  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 /* (2000, 8, 2022/08/25) */
  The company was informed of my complaint to the BBB and has reached out to me to resolve the issue.

• Initial Complaint

  Date:08/16/2022

  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 CoolSculpting sessions from Ideal Image in December of 2021. The consultation was via zoom and felt very rushed. I was told I would need to have two machines attached to my chin in order to get the results I desired. I had to wait a couple of months for my first appointment. At my first appointment I learned that I did not in fact need two machines but only one and even though I paid for two, I could not get any money back. The nurse that did my procedure was kind but she told me that she was going to tell the front desk staff that I needed my husband in the room with me due to a 'language barrier' that did not exist. I did not ask that he be with me, she offered and later told me that he wasn't supposed to be. I was not able to book my next appointment because the calendar was not open for the time I would need to come in. I was told to call at a later date. I was successful in making my appointment but on the day of, I had to cancel due to not feeling well. I was told I would be charged for canceling less than 24 hours prior to my appointment time, I offered to still come in and was told that I could not because I "sounded sick" but could not reschedule my appointment "without manager approval". It was not confirmed that my appointment had been canceled or if I was going to be charged but the lady on the phone hung up. Using my app I was able to make another appointment without manager's approval, so I don't understand why that was said to me. I scheduled for a different location that was 1 1/2 hours away from my house. The nurse got me hooked up and within 10 minutes of starting the machine she was disconnecting it because my 'skin got too cold'. I has no idea this was even possible. Nobody warned me. She let me know it was very common, especially on the area of my body I was having the procedure done. I have reached out multiple times to try to speak to someone and have not heard a word. It was has been over 3 weeks and no one returns my calls/email

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/18) */
  We are working with this guest to resolve. Thank you.

• Initial Complaint

  Date:08/16/2022

  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 Black Friday 2021, I purchased 8 coolsculpting treatments. When I attended my first session (Used 4 treatments) in January 2021, a nurse convinced me to purchase several more treatments to target all the areas I'd like (I believe I purchased 4 more treatments.). I attended one more session and used another 4 treatments in late February. In March 2021, I was in and out of the hospital with health procedures and an unexpected surgery, so my doctor would not clear me for the rest of my coolsculpting sessions. I called Ideal Image and they noted this on my file for a use extension. When I found out in May that I was still not cleared to use the sessions (paid $1,580 for the unused sessions), I submitted a doctor's note via email to Rebecca Sarson, a manager there. I never heard back from her, so I called the King of Prussia location again on June 10, who put me in touch with Abagale Zinkle. She informed me that my doctor's note needed more specific information. On June 16, I forwarded her the updated doctor's note. I have not heard from her since nor received any acknowledgment that she received the doctor's note even though I emailed the direct address she used to email me initially. I've sent follow up emails on 7/4 & 8/14 and have not heard anything. I have also called the location again, and since she was in meetings, I was told she'd call me back. I have not received a call back yet. I am still dealing with health issues and would just like to resolve this issues. (I was still married at the time of the purchase, so my last name was ****** then and is now *******.)

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 6, 2022/08/17) */
  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:08/16/2022

  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.

  Had a virtual consultation with someone I thought was a medical professional for cool sculpting. The agent who scheduled my consultation told me I would be meeting with a medical professional who would need to see the treatment area to determine eligibility. I even signed a consent for telemedicine. I was told by this "professional" that I was eligible for cool sculpting and charged over $1500 for a package that included a membership as well as skincare products that would enhance the effectiveness of the procedure. The skin care products consisted of two individual boxes. I took one of the tubes out of its original box but did not open the tube. The other item I left I left in the box. When I went in for my procedure I was told I was not a candidate for cool sculpting and that the person I previously spoke to was not a medical professional. I was offered a different procedure which I opted to do. When I asked for a refund for the skin care products, I was told that I would need to take this up with the credit card company. I contacted customer care and my case was assigned to an agent. The agent I spoke to informed me that because I opened the box one of the products came in I would not be due for a refund even though I did not open the tube. Regardless of whether I opened the product or not I should be eligible to send the product back for a refund due to being sold a product that I would not be eligible to use (given the fact that I was not eligible for a cool sculpting). I was also told I would have to pay to ship the products back which I should not have to do. Finally, I asked for a refund on my lifetime membership and have yet to receive it . All in all I feel this company is it just out for money.

  Customer Answer

  Date: 08/16/2022

  ***Document Attached***
  
  See Attachment/File: B91796A8-0B05-47A1-9F3A-86F86D2EB6BF

  Customer Answer

  Date: 08/16/2022

  The resolution that I would like is to have the lifetime membership rescinded and to receive a full refund on the lifetime membership. I would also like to be able to return the skin care products that I am unable to use to have I deal image pay for shipping to return the items into receive a full refund on these skin care items that I am unable to use

  Business Response

  Date: 08/18/2022

  This has been resolved.

  Customer Answer

  Date: 08/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business refunded my lifetime membership. However, the initial reason that I complained was the fact that I was sold skin care products that I am unable to use. I have asked to send the skin care products back and for the business to pay for shipping. I was told that I was not able to send the skin care products back because I had open the box for one of the products. However, the product was never used. Again I would like to send the products back and I would like for ideal image to pay for shipping.

  Customer Answer

  Date: 08/24/2022

  ***Document Attached***
  Tracking number for returned items that I would like a refund for
  See Attachment/File: 294BD32D-07CB-4284-8CA0-A96811E7B5B9.jpeg