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

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  Ideal Image

  119 Fairfield Ave Unit 6 Bellevue, KY 41073-1184

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  Ideal Image

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

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:08/05/2022

  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 signed up for cool sculpting a couple of months ago. I used Ally bank to finance the service. I had this procedure done several years ago and thought it would be ok. When I arrived for my first treatment I was seen via video call with a nurse practitioner and answered some health related questions; one of which was if I had a hernia. I told her that I did when I was a child and that's all I knew. Once in the room for treatment the nurse asked again about and she ultimately felt like I should get a clearance from my doctor. I believe she was doing her due diligence and I agreed. When I arrived home I checked the Baylor medical portal from a CT that I had in February and it did reflect that I did have a hernia. I then consulted my medical provider about it. I should not get the procedure done. I was told that if I cannot get medically cleared that I would get a refund of the $2500.00 I financed for the procedure. I have tried repeatedly to get Ideal Image to refund my money so that I can pay off the loan. I was simply told that a case manager would be in contact with me. No case manager has been in contact with me after repeated attempts to get them to move on this. I want the fee charge for this service to be refunded to me as soon as possible.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 12, 2022/08/24) */
  This has been resolved.
  
  
  Consumer Response /* (2000, 14, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business contacted me and we negotiated a settlement of the issue.

• Initial Complaint

  Date:08/05/2022

  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 service and attempted to cancel 48 hours later and did not get a response from the company representative. After waiting a few days I reached out again with no response. I contacted the location directly and was told that a message had been sent a message and that she would return my calls. A few days later no return phone call no email response. However I received a phone call stating that I had a balance. I informed the representative that I had been working for a few weeks to get the contract canceled. I was again told that a representative would reach out to me within 7 days. After 10 days I reached out again and was still given the run around. Finally a phone call came in I spoke with a representative and was told that the contact could be canceled, however I would lose the $396 deposit that I initially paid, but would be listed as a credit. Although I had not used the service, and worked for over a month to get the services cancelled I was still denied the refund.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 7, 2022/08/08) */
  This has been resolved. Thank you.

• Initial Complaint

  Date:08/04/2022

  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 company did an auto renewal and charged my card a 250 fee without letting me know. In addition, they fail to keep the appointments and have cancelled the last 3 or 4 appointments that I had set because of a staffing issue. So it is not okay to charge me a fee and expect me to continue to pay a renewal fee because they were not able to conduct the appointments accordingly within the calendar year. This company also advertises falsely and has awful sales tactics pressuring you to sign up for services they are unable to deliver. Please shut down this scam of a company already! How many bad reviews does it take for the BBB to take this seriously and do something about this and charge them criminally?
  Furthermore, I would like a refund for the services which I did not recieve and will not continue to go back to them for any other future service ever!
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 7, 2022/08/05) */
  This has been resolved. Thank you

• Initial Complaint

  Date:08/04/2022

  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.

  Ideal image customer rep rushed me to send an application to get their services. 2 days later I called to cancel the service and I was told a case manager was going to contact me. No one has contacted me so far. I was told ideal image has the money from Ally . The lender I applied to has given Ideal the total amount for the services I was going to receive. My request is for that money to be sent / refund to Ally and I don't need Ideal image services anymore.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 6, 2022/08/05) */
  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:08/04/2022

  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 had botox a couple times at the Woodlands location. I developed hives after the last round of botox and I have been getting a runaround to get a refund for further treatment that I had already purchased.
  
  I had a front desk person suggest I get one of their other providers deliver the botox instead, as if changing the provider changed the allergy fact. I also had someone on the phone identify themselves as nurse and asked me to go over my medical history; I thought that was very odd because they had me fill out a medical history update online so they should be asking me questions based on my answers. The "nurse", in fact had no access to my medical history after all. Partway through the conversation it was clear the person had no healthcare training either as the questions asked did not make any sense.
  
  I need a REFUND to be processed but every time I get a different set of excuses towards why this is not possible. I do not want to use the credit towards other procedures. This clinic is unethical and I do not want to have any other treatment with them.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */
  This has been resolved. Thank you

• Initial Complaint

  Date:08/04/2022

  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.

  It is a scam-period. Once an iota of interest is expressed in the business, one is bombarded with phone calls, voice messages, emails, and texts. When one relents and decides to try and book an appointment, the representative will go through the process of getting personal information and, for customers who cannot afford the (rather exorbitant) pricing upfront, they will be shunted into a LOAN with lenders who conduct a "hard credit inquiry". Should one have "sufficient" credit, the loan is processed IMMEDIATELY.
  
  Now, one would surmise that with loan in hand, an appointment can be scheduled right away? NOT SO; this company has NO APPOINTMENTS for the next several months out, so the customer is left paying on a loan they may never get to use.
  
  In addition, the cost for services is considerably higher than advertised, even with putative "discounts" added.
  
  This company purports that it provides a "safer alternative service" to that of actual medical procedure. It would be BEST to see a REAL DOCTOR instead of using this company.
  
  If one is financially secure and have no qualms about paying for services that are not rendered (and perhaps never will be), this may not be a problem. But if one expects services to be rendered in a timely manner and for registration to be done without lies or chicanery, then this company is not the one.
  
  Do not waste time, energy, effort - and perhaps your credit score - dealing with this company.
  
  I contacted Ally Bank to ask for loan ($9895) cancellation, which they would not do. The Fraud Department said they "would not send any money", but I cannot be sure of that. The paperwork was completed about two hours ago. Ideally, I would like for that documentation to be destroyed, as I have no plans WHATSOEVER to use this company and if I get another loan, it will be for something useful and tangible, like a car or furniture.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/05) */
  This guest was never charged. Contract has been cancelled and balance removed. This guest has been resolved.
  
  
  Consumer Response /* (3000, 8, 2022/08/18) */
  The resolution on their part is partially satisfied; three things are outstanding:
  
  (1) They CANNOT call, text, or send ANY marketing materials to my phone and/or email address, EVER (NOTE: I have blocked phone/text contact and any emails from them are now classified as "spam");
  
  (2) They CANNOT, under ANY CIRCUMSTANCES, generate a fake "contract" and/or bill" later on; and
  
  (3) They are encouraged to ensure the FRAUDULENT contract with the lender is CANCELLED, never to see the light of day.
  
  
  If those three things are ensured, the matter will be settled.
  
  Sincerely,
  
  -****** ****
  
  
  Business Response /* (4000, 10, 2022/08/19) */
  1 - We have changed the guests settings within our system which were previous selected by the guest to opt out of emails and text messages. In addition to this we have erased the guests phone number and e-mail out of the system to ensure no contact.
  2- Contracts can not be generated without the electronic consent by the guest
  3- Guest loan was accepted by guest, however there was a hold placed on it and the offer was then declined by Ideal Image.

• Initial Complaint

  Date:08/04/2022

  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 4/19/22, Erin Moore of Ideal Image promised to compensate Cool Tone sessions after Ideal Image second degree burned my right leg in October 2021. She originally promised 2 Cool Sculpt sessions but later agreed to Cool Tone sessions. After months of emailing Erin, I have not received a response on how to book the appointments I'm promised. I am seeking cash equivalent of the Cool Tone sessions or the ability to book sessions with the front desk.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */
  This has been resolved. Thank you

• Initial Complaint

  Date:08/04/2022

  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 called Ideal Image XXX-XXX-XXXX for a price quote for laser hair removal on July 30, 2022. I spoke with Ms Brandi Rodriguez( via Zoom ) and she asked me to fill out a form while we were on Zoom chat ( I was under the impression it was my free consultation ?) which ultimately turned out to be a credit application through Ally Lending? I had no idea it was a credit app because I already explained to Brandi that I wanted to pay in full up front if I decided I wanted the service. While on the chat Brandi told me to just scroll to the bottom because there's a lot , and hit the next tab. That's what I did and now I have a $7,000.00 credit through Ally Lending? I made an appointment for the upcoming Wednesday August 4,2022 at 10:10am but decided I didn't want to go there anymore because I felt pressured and tricked into credit app. so. I cancelled via email Monday August 1, 2022. I kept receiving txt messages , phone calls/voicemails, and emails over and over for the next couple days? My mom called to clarify what was going on because I had clearly cancelled appointment and she was told the appointment was cancelled but not the credit and I still owe $2,601.00? I never even went to Ideal Image? I don't understand how or why I could possibly owe any money to them? There wasn't any consultation , I didn't purchase anything , I never left my bedroom because this happened all online Zoom chat. My mom also contacted Ally Lending ( spoke with a Ms Octavia XXX-XXX-XXXX ) and Octavia told my mom that they would file a complaint claim but couldn't guarantee they would be able to retrieve the $2,601.00 back from Ideal Image? There is a case number assigned #XXXXXXXX. Also, I received a call from Ideal Image case manager Cody Tuesday August 2,2022 at 6:30pm and he was very rude/mean and unhelpful to say the least.

  Business Response

  Date: 08/05/2022

  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.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 6, 2022/08/05) */
  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.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17829646
  
  I am rejecting this response because: I filed this complaint against Ideal Image back on August 5,2022. The BBB responded almost immediately and I received an email from ****** " P " aka *************************** ( lead ********************* Specialist ************ ) from Ideal Image who assured me ( which I have recorded ) that she would personally take care of this scam and reverse the loan thru Ally Lending ( who I plan to file complaint against next. I feel like they are in cahoots with Ideal Image scam ) . Included in this entire scam was some kind of skin care for $150.00 that I did not order , nor even know anything about until *************************** informed me the $150.00 would not/could not be refunded until I returned product which at this point , I had not received yet. Maybe 2 days later I received package in a box from Ideal Image . ******************************* , I went to post office and paid to return to Ideal Image with tracking number so I could receive my reimbursement . I NEVER OPENED PACKAGE. I sent skin care back in the exact unopened box that it was sent to me in because again , I never ordered it. I merely contacted Ideal Image for a quote regarding LAZER HAIR REMOVAL. NOT skin care!!! A few days later I receive email pic from *************************** with a broken bottle of what appeared to be skin cream? Implying I am now responsible for " broken " skin care product so " they're " keeping $50.00 of MY refund?!?! I mean come on... What a SCAM! I am shocked that the law has not shut this scam down yet? My mother told me she is going to contact radio stations , news stations , and every social media outlets so her and her friends can blast this out so young people like me don't get scammed from IDEAL IMAGE again! This has not been RESOLVED and REVERSED like I was assured by *************************** on a recorded line, and now I am receiving LATE notices from their partner in scam crime Ally Lending because I haven't paid on account that shouldn't exist? I feel there is something extremely illegal going on .
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/07/2022

  We have refunded everything minus the product in question. Please provide tracking information for this returned package so that we may confirm the return

• Initial Complaint

  Date:08/04/2022

  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.

  On August 9, 2021 I purchased a package for $2166.30 for 2 rounds of cool sculpting on my arms (4 cycles). For cool sculpting to work efficiently the cycles are spread apart. Ideal Image cancelled my appointment twice on me and could not reschedule me again until over 2 months past my original appointment. I have been trying to get my money back for the two unused cycles for almost a year now! Finally exhausted of fighting with a company who has no regards for their customers Erin Moore who is the Executive client care specialist according to her email offered me a credit for $984.68. She emailed me that all I had to do was tell her the services I wanted and she sent me a sheet. I have reached out via email five times and left two messages for her and have yet to get a response. As I am now having to contact the BBB I would still like a refund and not a credit. I am happy to upload all my documentation as this company is withholding my money for services I didn't receive.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 6, 2022/08/05) */
  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, 8, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I returned the missed phone call from Ashley Pascal and never heard back. I emailed both Erin Moore again and Ashley Paschal twice with no response. Erin claims she sent a contract, but I never received and have asked her twice to "resend." I have received no response back.
  
  
  Business Response /* (4000, 10, 2022/08/16) */
  The contract has been resent to the guest as it has not been signed yet. For resolution the guest needs to sign the contract sent via DocuSign.
  
  
  Consumer Response /* (2000, 12, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I finally received and did sign the new contract. I have an appointment set for November 16th, 2022 as that is the earliest they can get me in. I am hoping there will be no further issues.

• Initial Complaint

  Date:08/04/2022

  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 had a consultation and I felt that it was extremely rushed. The woman didn't even ask about any skin condition. I originally went into the consultation only wanting to do a Brazilian and underarm. I ended up with a plan that included the face. I do not have hair on my chin so getting that treatment is useless to me. After the consultation was over I went through all the paperwork and realized that this is not what I wanted. Not only that the woman didn't ask if I have any skin conditions which I do. I get eczema and I get Seborrheic dermatitis on my face. I called my doctor and my doctor recommended not to do laser treatment because it could potentially make my skin worse and as a woman of color it can potentially cause hyperpigmentation as well. While doing the consultation the woman should've asked if I had any skin conditions and she did not. The very next day less than 24 hours later I called for a refund. The first time that I called the person on the phone said that yes I could get a refund. He said he will put a ticket in my file. A week later a woman called me and said that I could not get a refund that I just need to schedule the treatment. I explained to her that I no longer wanted the treatment and that I wanted a refund. She said that I could not get a refund. I believe this is unfair because I do not want the treatment. And why would I pay for a treatment that I am no longer getting and a treatment that can make my skin conditions worse. I probably sent out about five emails already with no answer yet . It's been over a month since my original call about the refund. All I want is my money back.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 6, 2022/08/05) */
  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.