Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,440 total complaints in the last 3 years.
210 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/28/2022
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've been hung up on twice, the agent I got was extremely hateful when I asked if I would be getting my money back, and told me the solution was very "simple". Ideal Image overdrafted my account with a charge of $250 for a membership renewal I did not sign up for. The answer I get from Ideal Image is that I have to wait 10 days and someone will call me to let me know if they will refund me or not.

I've had no choice but to file a dispute with my bank.

I would heed extreme caution before doing business with Ideal Image. My experience seems extremely similar to many others, and their customer service is not only hateful, but unprofessional.
Business Response
Date: 08/17/2022
Business Response /* (1000, 7, 2022/07/29) */
Taken from the contract that guest signed:
ANNUAL AUTO-RENEWAL AND CANCELLATION. YOUR ENROLLMENT IN THE LTG MEMBERSHIP AUTO-RENEWSON AN ANNUAL BASIS EVERY 12 MONTHS FOLLOWING YOUR INITIAL MEMBERSHIP TERM. AS A RESULT YOUR CREDIT CARD ON FILE WILL BE CHARGED THE ANNUAL ENROLLMENT FEE OF $250 EACH YEAR THAT WE OFFER THE LTG MEMBERSHIP UNLESS YOU CALL MEMBER SERVICES AT 1-800-BE-IDEAL (X-XXX-XXX-XXXX) TO CANCEL THE RENEWAL OF YOUR LTG MEMBERSHIP OR PROVIDE US WRITTEN NOTICE OF CANCELLATION AT LEAST THIRTY (30) DAYS PRIOR TO YOUR ANNUAL MEMBERSHIP TERM RENEWAL. ANY TERMINATION OF YOUR LTG MEMBERSHIP AT THE END OF ANY ANNUAL MEMBERSHIP TERM IS AT YOUR OPTION AND IS WITHOUT COST OR PENALTY PROVIDED YOUR TERMINATION IS IN ACCORDANCE WITH THE ABOVE CANCELLATION PROCESS. WHEN YOU TERMINATE, YOU WILL CONTINUE TO HAVE ACCESS TO THE LTG MEMBERSHIP BENEFITS FOR THE REMAINDER OF THE PERIOD
FOR WHICH YOU HAVE PAID, BUT YOUR LTG MEMBERSHIP WILL TERMINATE AT THE END OF THAT PERIOD. ADMINISTRATOR RESERVES THE RIGHT TO DISCONTINUE THE LTG MEMBERSHIP AND/OR TO CHANGE THE TERMS, BENEFITS AND CONDITIONS OF THE LTG MEMBERSHIP TO ANY ANNUAL RENEWAL FOLLOWING YOUR INITIAL MEMBERSHIP TERM. ADMINISTRATOR RESERVES THE RIGHT TO TERMINATE ANY LTG MEMBERSHIP FOR ANY REASON, INCLUDING FOR NON-PAYMENT, UPON NOTICE TO YOU. IF ADMINISTRATOR TERMINATES YOUR LTG MEMBERSHIP FOR ANY REASON OTHER THAN NON-PAYMENT, YOU WILL RECEIVE A PRO-RATED REFUND OF YOURMEMBERSHIP FEE. INITIAL HERE TO INDICATE YOUR UNDERSTANDING AND ACCEPTANCE OF THE ANNUAL AUTO-RENEWAL AND CANCELLATION TERMS.

We are happy to resolve for the guest but if there is an open dispute that will have to be closed before we are able to resolve.

Thank you.

Consumer Response /* (3000, 9, 2022/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already received an email that stated your company cancelled m membership, however, you failed to refund me my money, and I was told it would be at "executive services" discretion to decide if I would get a refund, and I DID reach out to your company BEFORE the initial renewal and asked to cancel.

A dispute was opened with my card carrier because of my membership being cancelled and your company failing to issue me the refund I asked for.

Business Response /* (4000, 11, 2022/08/02) */
Spoke with guest and this has now been resolved.
Initial Complaint
Date:07/28/2022
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 5/18/2021 I paid Ideal Image $2400.00 for a series of Ultherapy treatments. The Ideal Image sales consultant sold this to me as a painless procedure. I went in for the first treatment on May 22nd at 1:30 and it was SOOOO extremely painful I couldn't even get through the first treatment. At this time they said I could apply the money that I had paid to any of the other treatments available at the spa. Fast forward to a year later (because I am in veterinary school and haven't had time in a year) I called to have a different treatment done and they gave me the run around saying they had to transfer my money from somewhere ( I have no idea what she was talking about) but I couldn't use my money for any other treatment. I have called a seven times in the past three weeks and they refused to put the manager on the phone. Won't call me back. I called their corporate customer service and she said she would take care of it so I could use the money for something else at the spa and said she would get back to me within 48 hours and it has been over a week now and I haven't heard anything. Now I'm demanding the full refund of $2400.00. You can't treat your customers this way. You won't last for long. My next step is small claims court.
Business Response
Date: 08/26/2022
Business Response /* (1000, 3, 2022/07/28) */
We have recently reached out to this guest on Jul 20th, Jul 26th and July 27th. We are happy to resolve for the guest but we have been unsuccessful in reaching them.

Thank you.

Consumer Response /* (3000, 5, 2022/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been trying to resolve this issue with this company all summer. I have called their Buckhead office and corporate office on 5/2, 5/16, 5/23, 5/26, 6/7, 6/10, 6/13 and sent emails on 7/15 requesting a refund with no response. It is obvious that this company has no intention on resolving this matter therefore I am requesting a full refund of $2000.00. If I do not receive my refund I will take this to the pubic and small claims court. They only responded to me on 7/20 & 7/26 because I filed this complaint and as you can see I did respond on the 28th twice with no response back.

Business Response /* (4000, 7, 2022/08/02) */
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 /* (4200, 9, 2022/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see within the attachment I told Ashley I was traveling/moving overseas and would need to contact her when I got settled and will be contacting her Monday the 8th
Initial Complaint
Date:07/27/2022
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 Cool Tone services through Ideal Image on 10/5/2020, paying $1,555.56. It takes weeks, if not months to get a consultation and services. When their nurse did an evaluation, she stated that she would not permit me to do Cool Tone because of a visible hernia on my bellybutton. I accepted this and asked to have the money I paid transferred to use for Botox. I was told that this would not ever expire and was good whenever I wanted to use it. In the contract, it states, "Cool Tone services must be completed following your first treatment within the timeframe specified below...". Since I did not ever have a first treatment from the nurse's evaluation that it could be dangerous since I have a hernia, the money should be refunded in full. I also did not receive a contract for the change of services.
I made appointments to get Botox. The first one was canceled due to the global pandemic. Ideal Image was closed for a long time. After they reopened and I scheduled another appointment, I had to cancel that due to the grief I was experiencing from the sudden death of my brother. By the time I went in to schedule another visit, Ideal Image's customer service stated that my contract with them expired. They offered me about $500 worth of Botox, but I declined feeling that 1/3 of what I paid is not acceptable. Please help resolve this issue, as I believe I have been defrauded.
Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/07/27) */
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:07/27/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 18th 2022 I did a consultation to try and get some information about laser hair removal and the lady that spoke to me about this did not clarify that I was in a binding contract and there is no way to have fully understood what I was signing during a 15 minute consultation (the contract is 15 pages long) I set up financing through Ally lending and have not recieved any services as I do not wish to do business with this company anymore. About a month ago I spoke to Ally lending and got my financing disputed and I figured the situation was resolved, but it appears not and now I am getting the run around with the company between different agents and all saying they can only give a discount and if I don't cancel my dispute with ally they will charge me the full amount with no services ever being done. I also had someone reschedule me without my consent or calling for the hair removal. So thankfully I saw the email on that and canceled the appointment online. And one of my other biggest issues with this whole ordeal is the fact no one will return emails, they just call which is not the preferred method of communication because I am medically deaf with a 90 percent hearing loss and work many hours in an industrial environment and they only call during those times when I am working when I have sent emails asking them to either email or wait until I am off work at 4pm which is still within their business hours. But to clarify, I want to email so I can make sure I fully understand what is being said, since the consultation ended up with me being in a legally binding contract.
Business Response
Date: 08/17/2022
Business Response /* (1000, 7, 2022/07/28) */
This was resolved as of 7/28/2022 through Ally Dispute.

Consumer Response /* (3000, 9, 2022/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been not been a resolution, I do not want a discounted package. I want resolution of the entire contract which was not fairly sold. I am not signing another contract as included below that both Paula H******** and Craig G***** keep continuously sending I have also reached out to Alexandra M***** who was my case handler 4 times by phone and multiple emails with no response.

Business Response /* (4000, 11, 2022/08/02) */
When you open up a formal dispute with a bank/credit card company, they are representing you on your behalf. At this time we have come to an agreement with them and your account has been settled/closed out.
Regardless, if you disagree with the outcome, we have settled the account with your bank/credit card company therefore, your account has been closed and there will be no further action regarding the dispute.
Initial Complaint
Date:07/27/2022
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.
The services were purchased May 3, 2022. After the purchase was made, the services weren't scheduled until July, 2022. I tried to get out of the contract on May 13, 2022 and they told me I needed a doctor's note, as it is non-refundable otherwise. I spoke to my doctor, as I have Polycystic kidney disease, heart murmur, thyroid disease and I am still nursing. Never at any point did they review my medical history with me, or I would have informed them of my medical history. My doctor provided a note as requested and does not recommend that I have this procedure done. I provided them with a copy of the note and have not heard anything back. I have sent several emails, made phone calls leaving voice messages and still have not heard back. Today, after being on hold for 30 minutes and then hung up on before speaking to a person who could assist me, I called back. I was able to speak to someone who told me that she will send me over the required paperwork. I have called back and have not been able to speak to anyone in the refund department, nor did I receive the email that I was told was "rushed".
Business Response
Date: 08/12/2022
Business Response /* (1000, 5, 2022/07/28) */
This has been resolved.
Initial Complaint
Date:07/27/2022
Type:Sales and Advertising 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 June 27, 2022 I was double charged for my membership and first treatment. (Charged $695 x 2) It was no fault of my own, it was a mistake that the consultant made. I understand that mistakes happen and I have been very patient. It has now been 30 days and I have not received my refund. I have contacted Ideal Image Customer service at least 10 times for an update on my refund. Most of the time I got a runaround answer from the random representative who answers the phone. I was finally put in contact with somebody who was seemingly going to process the refund. On July 19 I even signed the Refund and Release Agreement via DocuSign. That was more than a week ago. Since then I have not been able to reach the representative that I was working with. I have called her direct line and emailed daily for the last five days trying to verify that the refund has been processed. I have contacted my bank and there is no pending refund. To be honest it has been a nightmare trying to get an answer from anyone. Understandably, I just want my money back.
Business Response
Date: 07/27/2022
Business Response /* (1000, 5, 2022/07/27) */
Guest was refunded on 7/21/22 for double charge. Funds have been released from Ideal Image - Refunds typically take 3 - 10 business days. Thank you.

Consumer Response /* (2000, 7, 2022/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did finally receive my refund. More than 30 days after the initial charge, for what I consider a large sum of money! The customer service is absolutely terrible. If I didn't follow up everyday, who knows how long it would have taken, or if I ever would have received the money. This company is a nightmare!
Initial Complaint
Date:07/27/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a contract for cool toning over the phone after some discussion with the local ideal image I was sold the wrong thing and needed cool sculpting first. After multiple calls and many weeks passed I decided I just wanted to cancel the entire contract. I was contact by Alyssa D******* and was told that if I keep my cool toning that she would give me a few cool sculpting visits for the difficulty I had trying to fix the problem. I did a few sessions of cool sculpting. Scheduled for cool toning that got cancelled due to staff leaving my local ideal image. I finished the remaining cool sculpting and was then told it was too late to do my cool toning. I read the contract and it states that my sessions needed to be done 6months after completing the first service. I never got a cool toning service. After a month and a half of not getting return calls I started calling daily and finally spoke to a Crystal who stated that my cool sculpting was in place of cool toning and that is absolutely incorrect. I have emails from January that state I owe nothing else yet monthly from January they have taken $145 from my bank acct. I am wanting a full refund of my cool toning contract as I never got to use it. I asked to just be able to schedule my appts as I did in feb/March but too many months went by. Nobody would make the account active although I never used one and now I'm being told that I wasn't to get both although I was told multiple times in the office that I had 12 cool toning sessions and 6 cool sculpting. Please help. Thank you
Business Response
Date: 07/28/2022
Guest originally purchased a Cool Tone contract - when the guest was offered to switch services, the guest was sent a contract for Cool Sculpting with the funds remaining on the Cool Tone contract as the guest was paying monthly payments. The contract was used as an account credit. The guest was not given any cycles of Cool Sculpting for free. Documentation from Jan. 4th, 2022 from *************************** states that the guest was given an Account Credit.

This guest is fully treated and not eligible for any type of refund or additional services at no cost.

Customer Answer
Date: 07/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have two clear emails from January that state I owe nothing else. You are going off one email and I had multiple phone conversations with ****** and I know what I was promised. If you don't want to hold to her promise to give me cool toning although I was able to make appts for Feb and March but they were cancelled. The local office even told me that I had 12 cycles of cooltoning and 6 of coolsculpting. I will expect a refund of the 5 payments of$145 and a refund of whatever I paid for a lifetime membership as I am no longer comfortable dealing with ideal image to receive my free service. I have attached proof of emails that state I owe nothing further and proof of my 5 payments. I will expect my refund asap. Thank you
See Attachment/File: 3A786189-458E-43A3-8142-D27726B1E58C
Business Response
Date: 08/02/2022
The documentation provided from ****** states "remember you won't owe anything - i will move the money you paid from the first contract over" This is for the Account Credit - the contract has to be sent as a **** contract however the funding from the first contract paid for the second - nothing was given to the guest for free. The first contract was never paid in full therefore the payments are still coming out. Regarding the Cool Tone services - the Cool Tone was scheduled on error. We will move payment over which will cause the contract of Cool Tone to cancel as previously agreed upon in e-mails provided by guest as a resolution.
Customer Answer
Date: 08/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Her email clearly states nothing new is owed not that I need to continue to payoff the original contract. It is not satisfactory to be told clearly that I will owe nothing and you took 5 payments out. I made a big payment originally from my credit card and starting jan4 ****** stated no more owed, not that I would continue the original contract payments. It says twice that I will owe nothing further. I would like a refund of all payments from Jan 4 when I was told 2x by email that I would owe no further. Thank you
See Attachment/File: 535EDCC0-5BE7-4588-BA96-046CD4CC07CB
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have given two examples of emails that both state my case. You have not given any documentation to show that you are correct and the person I dealt with in this manner no longer works there so it should be clear that she stated twice no further payments after jan4. Please show me documentation stating otherwise. Thank you
Business Response
Date: 08/08/2022
The funding was moved over to cover the contract that was created - there are no funds eligible for refund to this guest as the guest was fully treated.
Business Response
Date: 08/10/2022
The e-mail is being misinterpreted - there were no further funds owed - as in, nothing additional will be owed.
Customer Answer
Date: 08/11/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no misinterpretation when it states you would owe nothing further. I asked over several phone calls that are not captured and that is why it is also clearly stated in her emails. I have proof of multiple phone calls at the same time as the emails.
Business Response
Date: 08/19/2022
Business Response /* (1000, 5, 2022/07/28) */
Guest originally purchased a Cool Tone contract - when the guest was offered to switch services, the guest was sent a contract for Cool Sculpting with the funds remaining on the Cool Tone contract as the guest was paying monthly payments. The contract was used as an account credit. The guest was not given any cycles of Cool Sculpting for free. Documentation from Jan. 4th, 2022 from Alyssa D****** states that the guest was given an Account Credit.

This guest is fully treated and not eligible for any type of refund or additional services at no cost.

Consumer Response /* (3000, 7, 2022/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have two clear emails from January that state I owe nothing else. You are going off one email and I had multiple phone conversations with Alyssa and I know what I was promised. If you don't want to hold to her promise to give me cool toning although I was able to make appts for Feb and March but they were cancelled. The local office even told me that I had 12 cycles of cooltoning and 6 of coolsculpting. I will expect a refund of the 5 payments of$145 and a refund of whatever I paid for a lifetime membership as I am no longer comfortable dealing with ideal image to receive my free service. I have attached proof of emails that state I owe nothing further and proof of my 5 payments. I will expect my refund asap. Thank you

Business Response /* (4000, 9, 2022/08/02) */
The documentation provided from Alyssa states "remember you won't owe anything - i will move the money you paid from the first contract over" This is for the Account Credit - the contract has to be sent as a 0.00 contract however the funding from the first contract paid for the second - nothing was given to the guest for free. The first contract was never paid in full therefore the payments are still coming out. Regarding the Cool Tone services - the Cool Tone was scheduled on error. We will move payment over which will cause the contract of Cool Tone to cancel as previously agreed upon in e-mails provided by guest as a resolution.

Consumer Response /* (4200, 11, 2022/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Her email clearly states nothing new is owed not that I need to continue to payoff the original contract. It is not satisfactory to be told clearly that I will owe nothing and you took 5 payments out. I made a big payment originally from my credit card and starting jan4 Alyssa stated no more owed, not that I would continue the original contract payments. It says twice that I will owe nothing further. I would like a refund of all payments from Jan 4 when I was told 2x by email that I would owe no further. Thank you

Business Response /* (4000, 14, 2022/08/08) */
The funding was moved over to cover the contract that was created - there are no funds eligible for refund to this guest as the guest was fully treated.

Consumer Response /* (4200, 16, 2022/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have given two examples of emails that both state my case. You have not given any documentation to show that you are correct and the person I dealt with in this manner no longer works there so it should be clear that she stated twice no further payments after jan4. Please show me documentation stating otherwise. Thank you

Business Response /* (4000, 20, 2022/08/10) */
The e-mail is being misinterpreted - there were no further funds owed - as in, nothing additional will be owed.

Consumer Response /* (4200, 22, 2022/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no misinterpretation when it states you would owe nothing further. I asked over several phone calls that are not captured and that is why it is also clearly stated in her emails. I have proof of multiple phone calls at the same time as the emails.
Business Response
Date: 09/19/2022
This guest has been resolved
Customer Answer
Date: 09/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:07/27/2022
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 called Ideal Image New Albany to see if they could get me in quickly for a botox treatment for an event i was going to and it was time sensitive. they said they could but could not schedule it until i purchased the botox. I purchased 975.00 worth of botox for the price break i received. they then said the first available was a week before my event, a week after i asked for. i took the appt because i thought at least i can get something but was disappointed at the deception. The day of my appt arrived and they called me saying that the technician who was going to do my appt called in that day and wanted me to reschedule the week of my event and i was going to be out of town. i told them no, i needed to get it done today. they checked with their Dublin location and they did not have any availability. i then asked them for a refund as they could not give me what i was looking for . they said ok and that someone would get ahold of me in a couple of days. no one called. i called them many many times to talk to someone about it, i would get their receptionist/answering service and was told repeatedly that someone would call me. No one has ever called me about this. i finally called my credit card company and asked for the charges to be reversed. they did and now the charge has been put back on my account. i called their corporate headquarters, that is when i learned they have a no refund policy. i was never told that. i was also told that she would make sure that someone called me. no one called. i have called their complaint phone number listed on the BBB's website many times, **************. no one answers the phone. i can find no place on their website to write a review. They were misleading, untruthful and they are very unprofessional. i do not trust this company and do not wish to do business with them. i would like a full refund of 975.00
Business Response
Date: 08/12/2022
Business Response /* (1000, 6, 2022/07/28) */
Ideal Image is happy to resolve this for you. Currently there is a credit card dispute that is open. This will need to be dropped to allow us to resolve.

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:07/27/2022
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.
Yesterday, 7/26/22, I had a "free" phone consultation with Ideal Image. It was NOT free. They quickly rushed me through documents and told me to sign my signature. This is a very practiced and coercing tactic. You can tell. I spoke on the phone with Cynthia O****, who only spoke of "great financing options", they do not fully explain that you are taking a personally line of credit with Ally l******. Had I know the truth and the chance of a refund is minimal, I would have never agreed. After I had realized what I had done, I contacted Ally who filed a claim for refunding and I was given a case number by Ideal Images online consultant. Through reading reviews (too late), I found that most people have this problem. I am only 21 and made an uninformed decision. I plan to try to cancel the contract, and I now know I am unable to receive treatment because of medical conditions, so I am hoping I hear from Ideal Image within the week that I can receive a refund, as that is what it states in their contract. The sales lady is very pushy and when you are restricted to a 30 minute time limit, you are not given time to read the fine print. This is completely classified, in my mind (and almost everyone else's) as very poor business practice. I am so disappointed. If I do not get this refund, I am out over 5,000 dollars I cannot used due to unforeseen problems and medical complications.
Business Response
Date: 08/12/2022
Business Response /* (1000, 6, 2022/07/28) */
We are actively working with this guest for resolution. Thank you
Initial Complaint
Date:07/27/2022
Type:Billing Issues
Status:
AnsweredMore info
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I bought a package "unlimited" laser hair removal, but multiple times they have cancelled my appointments. I called to ask for an extension but then the 16 months in my contract ran out, and now I have to pay additional copay if I want anymore treatments. Additionally, I purchased a lifetime membership with a "free" treatment but they keep cancelling my appointment and I'm worried the year will expire before I get my treatment. This is horrible business practice. The ceo should be removed and the customers given their money back. I would like a refund for the laser hair removal and my $250 membership because now I will have to go elsewhere to get my hair removal treatments and it will be more expensive. The total is $4250.
Business Response
Date: 08/12/2022
Business Response /* (1000, 6, 2022/07/28) */
Unlimited treatments within your prescribed treatment interval, 16 months. Treatment intervals range from 6-10 weeks. Price per session derived using a 9 treatment plan of 5 standard treatments and 4 touch-up treatments at no cost.

The guest purchased the LTGM - lifetime guarantee membership - this makes the guest eligible for touch-up treatments at 90% of the single session cost per area. Without the LTGM guest is not eligible for touch-up treatments.

Original contract expired in December of 2021. Guest is fully treated with at least 5 treatments to each area as the 4 touch-ups at no cost have to be completed within the 16 months.

Attached is the guests contract for record.

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