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

  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

  8318 Mills Dr Miami, FL 33183-4806

• 

  Ideal Image of Florida, LLC

  2200 Glades Rd STE 305 Boca Raton, FL 33431-7348

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:08/03/2022

  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 June 13th I had a virtual consultation with Chloe V., a consultant and sales rep for Ideal Image. I described the issues I was experiencing with hair growth on my face-particularly on my cheeks and chin. She showed me a map of different areas that could be included in the service and again asked if I basically wanted everything 'from the ears down' and demonstrated on her face. I assumed this included my cheeks because I was very specific about that being my main concern. I bought the partial face package on the same day as my consultation in order to get certain deals and paid upwards of 2,000 for the entire 'partial face package.' On June 20th I had my first treatment. However the health care provider only did my upper lip and chin but not my cheeks. I was informed, rudely, by the receptionist that my cheeks weren't included in my package and that there was nothing they could do. She informed me that I might have to pay up to 500 additional dollars to add my cheeks. I filed a complaint through Ideal Image and was contacted on June 22 by Brittany B., a customer service specialist. I attempted to get back to her to schedule a time and she didn't respond to my emails or calls.
  
  As a part of my package I also got one free service, I selected CoolTone and went in for my appointment on July 5. At that appointment I voiced my frustration with the issues with my package and how I'd been struggling to get help. The receptionist put a note in and Brittany B. reached out to me almost immediately. I again told her the story, and how I shouldn't have to pay for Ideal Images mistake. She understood said she would look at my package and get back to me in a few days. She never did. I have since reached out on multiple occasions and heard nothing back. It has been over two months of trying to resolve this issue. At this point Ideal Image needs to include my cheeks to my package at no charge so that I can actually continue to get the services I ALREADY PAID FOR.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 3, 2022/08/03) */
  This was resolved. Thank you

• Initial Complaint

  Date:08/03/2022

  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 contacted Ideal Image via their website on 7/25/22 asking about coolsculpting. Someone immediately contacted me and said there was a consultant available yet that evening. I initially said no as it was late and I was drinking wine, but she pushed and said there was an extra $100 discount only if I spoke to someone that day. I agreed and had a 45 min consultation over Zoom. I was looking to have coolsculpting around my waist. The consultant had me show her my waist from different angles. She quoted me the service - initially also quoting the inner thigh area but then after looking at pricing, I decided on only the waist area. She quoted me a price and told me it was a 3 hour service, and I specifically asked her if it was only 1 - 3 hour session that was needed and she said it was. I asked her if there were any discounts as it was expensive, she checked w/ a manager and came back with a discount. The final price was $2,615 for the service. I was scheduled on 7/25/22 at Ideal Image in St. Paul, MN. When I showed up for my appt, and dressed down for the procedure, the nurse told me I would need more than 1 session, that she would reevaluate and give me a new quote. I told her I was told it was just 1 session and I paid for the full service, she apologized that I had been given misinformation, and was very nice and apologetic. She recommended I get dressed and we try to contact the company, I went to the front desk and they submitted a request for a refund. On 8/2/2022 I heard back from Ideal Image and they said that they will not issue refunds, they also apologized that the consultant gave me misinformation, but said they do not render refunds. I was misinformed over the phone, the consultant knew I was drinking and even commented on it, I went in for my appt. in good faith and then found out from the nurse that the price would be much higher that what I was told. I am contacting Tampa, FL as that is what is the location on the emails I received.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 3, 2022/08/03) */
  This has been resolved. Thank you

• Initial Complaint

  Date:08/03/2022

  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 virtual consultation and scheduled an appointment on July, 28th for a Coolscupting procedure with Ideal Image in Middleton, WI. I was unaware I would be charged the entire agreement amount of $1694.83 on July 8th, 2022 before the appointment occurred. This amount was to include both the service and a $250 annual membership fee. When I arrived at my scheduled appointment, I was advised by the treatment technician that I was not a candidate for the procedure that I had scheduled (and paid for). They would not perform the treatment and sent me home. I do not want other treatments offered or an "account" credit but a refund of my entire payment. I did not have any services performed by Ideal Image. Also included in my quote was a $250 annual membership fee that was not broken out nor do I have record that I am currently a member or have been offered the benefits promised. I would like that refunded as well.
  I have tried to call my local location and cannot get through to a live person there, I've call the corporate number and emailed the original contact that set me up with the appointment. Nobody has successfully contacted me back regarding this refund process.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 6, 2022/08/04) */
  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:08/03/2022

  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.

  On 07/07/22 I was searching for fat reduction procedures when I came across the ideal image site, I fillout a quick questionnaire with my email and phone number, in less than 10mints I received a call from a very nice and well spoken lady offering me information about the procedure and she end up selling me a package of cool-sculpting of 4 sessions.I gave her my Creditcard number and she told me in order to charge my card she would send me a "consent" to sign, what I understood was a consent to charge the amount on my card which I did so. Turns out the "consent" was a "contract" which I was not aware I was signing, I was consenting her to charge me the amount of $2650. on my credit card to my knowledge, that is what the word "consent" meant to me.
  She was with me on the phone waiting for me to sign to process my card, so she was very aware I did not read it because it was immediately signed and processed, I could not possible have read over 30pages in a second. She never told me about "contract", non refundable and binding arbitration. I feel I was mislead to sign a "contract" thinking that I was signing a credit charge "consent".
  The words she used on the call were very misleading to make me sign a contract that I was not aware I was signing.
  In less than 72hs I called and requested a refund because I read about contraindications and possibly side effects, having extremely sensitive skin what often presents rashes and pustules due products usage and changes in climate. I kindle explain I was not comfortable in having the procedure done and would like to request a refund, to my surprise that is when I found out I have signed a Binding contract basically given up all my rights.
  I went to my Doc. and asked his opinion in my case to have the procedure done and he contra indicated to me giving me a Doc.notice to present to Ideal Image. I called saying I Would like to provide the notice and explained the mislead info. Even than they will not give my money back
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/03) */
  This has been resolved. Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/08/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received a refund

• Initial Complaint

  Date:08/03/2022

  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 paid 403$. They were supposed to give me IPL and Botux. When I went there they told me I'm not eligible for it. They assured me I'm gonna get the refund. Later they called me and rudely mentioned that I won't get the refund and also no services. Attached is their email that shows I didn't receive the service. Please help me to get my refund. They literally stole me without giving me the service.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 6, 2022/08/03) */
  Resolved

• Initial Complaint

  Date:08/03/2022

  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 in April 2021. $5K worth. Paid half immediately. Was not informed it would take MONTHS to get an appointment. Definitely felt scammed. Like who signs a person up then says oh, it'll be 2 months before I can get you in!!! I finally had 1 appointment for chin which they definitely should've been able to do additional at the same time. I attempted to get other appointments set. Again month to get an appointment.... With Covid had to cancel appointment. I tried rescheduling and no call backs. My contract "expired" so they said they'd extend it and that was April 13 2022. It's now Aug 2 2022 and still NOTHING. I spoke to Garland location 5 times. They had me sign an additional agreement saying it's not really a new contract, just so they can transfer it all. I called asked to schedule services and the employee said I have past due balance!!!! I want a full refund asap before I seek legal path!!! I have emails and phone recordings backing up my story. For $5K, this is some real bs!!!!!! It won't let me upload the video recording.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 9, 2022/08/03) */
  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:08/02/2022

  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 was promised laser hair removal treatment and to be scheduled in a timely manner in order for the hair removal/reduce to be successful. It's been over a year and have only managed to get 4 out of the 9 treatments the last two appointments have been cancelled and rescheduled by Ideal Image and every time it was rescheduled it was pushed out almost three months every time. Recently I was scheduled on 8/5/22 I confirmed my appointment as soon as I got an email only to wake up to an email today 8/2/22 that my appointment had been rescheduled for Oct without my knowledges or consent. I have to become upset and demand treatments when I have been on time with my payments. Thus resulting in no hair reduction and having to deal with employees who can careless of the money 5k to be exact I've spent on services. The bad reviews on google aren't fake. This location is a joke and should not be allowed to take on new clients if they cannot provide services as promised. There excuse is always that they do not have enough staff. That's not my problem, especially when they are taking my money for services they cannot provide.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 7, 2022/08/02) */
  We are currently working with our treatment book optimization team to get guest in for an earlier appointment at this time. The contract was extended until 2/23/23 due to scheduling issues at the clinic level. Thank you for your patience as we work to schedule appointments in a timely manner.

• Initial Complaint

  Date:08/02/2022

  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 treatments with Ideal Image. They only accepted full amount payments, therefore I had to do financing. I financed with a 3rd party company and was granted $2000, of which, Ideal Image has received. Only a few days after initially signing up for the services, I realized that this was not something I could afford right now and I canceled the loan amount and my appointments, of which, I believe I only had one scheduled. I did this LONG before I was to ever have my 1st appointment. The financing company was most helpful and stated that I needed to contact Ideal Image and have them return or refund the $2000.00. I called, spoke to a very nice customer service rep and she passed ** on to a case manager. I explained everything to the case manager and then was told that they WOULD NOT return the money because apparently they do not offer refunds. I was not told that when signing up; its in fine print in the contract. I was ADAMANT that I did not want these services. After going back and forth I was told that they would keep the funds (for years if necessary), will never return them, I would still have to make payments and if I don't it could go into collections and hurt my credit. They kept saying "We want you to have the services." to which I replied, "I don't now, nor will I ever want them." I even asked, "So you guys are trying to force me to use something I no longer want?" and after a long pause, "Yes ma'am." I have never set foot in their offices, I have never used their products or services and I have made it very clear that I NEVER WILL; however, they have no issue with keeping money that doesn't belong to them and potentially hurting my credit abilities. I have tried at least 3 times to get this resolved and they will not budge! I left a BBB review and was told I would be contacted within 3-5 business days but I have yet to hear from them!
  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 6, 2022/08/03) */
  This has been resolved. Thank you
  
  
  Consumer Response /* (2000, 8, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was issued a refund. Ashley P was extremely helpful, courteous and understanding! Ideal Image need more reps like Ashley, not the others I had dealings with.

• Initial Complaint

  Date:08/02/2022

  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 two packages for laser hair removal with Ideal Image, one of which is paid in full. I paid for in full my underarms, and I believe there was 3 outstanding payments on a full Brazilian hair removal. Covid had impacted all of the appointments because they were closed for a long time and then ultimately I was unable to receive any more appointments because they were scheduled so far out. I changed my card number to stop the automatic payments but they told me I had to continue them in order to receive any treatments. I could not receive treatments as there were no appointments available. Then when I did make a payment, a representative of Ideal Image told me my contract was up, and I was no longer eligible for any more treatments. I had at that time only received one underarm treatment out of the 8 I paid for, with a life time subscription, and only 4 out of the 10 treatments for my underarms. I've been trying to contact the to no avail for months, and when I told them there was enough complaints about them for a class action lawsuit, they told me they would make no further conversation with me. I would like a full refund from this atrocious "company." As I have had to start my laser process completely over with a new great company.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 6, 2022/08/03) */
  Thank you for reaching out to us with your concerns. The first contract that the guest signed with Ideal Image was for Laser Hair removal for full bikini of which the guest has 1 remaining session on. This contract expired on 12/9/2020. However, the guest has an overdue balance of 733.80 - therefore the guest is not eligible for a refund on this contract.
  
  The second contract that the guest purchased with Ideal Image was a Laser Hair removal contract for Underarms. The contract is a 16 month unlimited contract and the guest has treated 2 times. The guests contract was for 711.10 yet the only amount collected is 422.00.
  
  
  Guest has had multiple appointments cancelled and pushed out due to payment errors and over due balances in past - as well as cancellations due to medical procedures.
  
  The guest is welcome to bring her account up to date and continue with treatments however she is not eligible for refund on either contract. As both contracts state:
  Refunds. Except in accordance with Section 4 of the Terms and Conditions and as may be required by state law, all fees and services are non-refundable.
  
  If guest would like to become current we are happy to extend remaining sessions to the guest to complete.
  
  Thank you.

• Initial Complaint

  Date:08/02/2022

  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 an Ideal Image package for my daughter to remove several areas of hair. We were promised successful hair removal in all areas treated and paid in full. With their promises of having successful hair removal and completion of our 9-10 treatments, my daughter has seen no improvement at all. They now want her to continue to come in and pay for each proceeding treatment since her "package" has been fulfilled. Why is Ideal Image not held accountable for not holding up their end of the bargain whether services have been rendered/completed. They offer hair removal and state that there could be touch-up appts needed later down the road, but when no change in the hair follicle has happened during her treatments, I find it hard to believe that "touch-ups" at full price are needed to finalize the process of hair removal. Your machines must not be state of the art if they aren't providing results to ALL your patrons and are falsely advertising when you claim hair free results after treatment plans. If you know hair won't be removed in a set treatment, why are you selling it as such and then requiring additional treatments and payment?

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 6, 2022/08/03) */
  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, 2022/08/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have discussed some possible next steps. I am reading through an additional contract they are wanting me to sign before obtaining an additional treatment (supposedly free of charge) and having one of their medical professionals examine my daughter to see what can be done to improve the situation.
  After my legal representation reviews the contract, if all looks good I will sign and proceed with the one free 'extra' treatment. Still concerned why I have to sign yet another contract and how one more treatment will resolve the multiple expensive failed attempts at laser hair removal. Currently we are pending an agreed upon resolution...
  
  
  Business Response /* (4000, 10, 2022/08/22) */
  It is the guests choice to move forward or not with accepting the single session. Thank you.