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

  801 S University Dr STE C136 Plantation, FL 33324-3366

• 

  Ideal Image of Florida, LLC

  8318 Mills Dr Miami, FL 33183-4806

• 

  Ideal Image of Florida, LLC

  330 San Lorenzo Ave Ste 2345 2nd FL Coral Gables, FL 33146-1854

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:07/24/2022

  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 a laser hair removal service with this company, the next morning (only about 12 hours later) I called and said I would no longer be interested in the services. I was told someone would contact me in 7-10 business days and that they opened a case for my cancellation request. I have persistently called the company daily since and have not been able to speak to anyone. Considering I haven't received any services from them and have not payed them anything I don't understand why a case needs to be filed to simply just cancel my services. The closest facility to me is over an hour away and have no availabilities. Since my disinterest in the services I have read several claims online of the company scamming people and being extremely difficult to contact. Please help me.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 11, 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.
  
  
  Business Response /* (1000, 14, 2022/07/27) */
  This has been resolved.
  
  
  Consumer Response /* (3000, 16, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been able to communicate with the business and terminate my contract / service agreement. However, am waiting to close the case until the refund to Ally lending has been fully processed.
  
  
  Business Response /* (4000, 18, 2022/07/28) */
  Ideal Image has resolved things for the guest on our end. Guest is waiting for Ally financing for final resolution.

• Initial Complaint

  Date:07/24/2022

  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.

  Transaction date: 08/25/21
  Amount: $3200
  Issues: multiple appointments canceled by provider for every issue possible, equipment issues, staffing issues, weather... Services rendered did not provide ANY results, RE: coolsculpting my stomach looks worse than before RE: Botox, Botox was ineffective or amount recommended was insufficient to provide desired results. 0 patient satisfaction and they said that there's no guarantees and no refunds (partial or orherwise) would be issued. They will no longer respond to questions or email. The original contract I signed was processed in august 2021 in Feb 2022 they sent me a letter stating that my funding had never been approved due to an error on their end and I needed to be approved all over again resulting in a second hard inquiry on my credit score. I was able to get in the same day as my initial consult for the first service and never did anyone tell me that the package I purchased would not provide the results I was seeking nor was I informed that the contract I was signing did not guarantee any results and the result could be worse than when I started. I will need to have additional procedures to resolve the new concerns I have which of course they said I'd need to purchase more sessions for my desired results. This is the most corrupt and incompetent company I've ever dealt with and a complete waste of several thousand dollars. Had I know results weren't guaranteed I would not have gone forward with any procedures completed by ideal image. Resolution to concerns offered was to spend more money with them after having no results from the 6 cycles of treatments rendered.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Guest is fully treated.
  You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.
  
  You understand that the provision of cosmetic services is not an exact science and even reputable providers cannot guarantee any results. You understand that the goal of the service is improvement and not perfection. By signing this Consent you grant authority for this service to be performed by a provider at Ideal Image. You have read this Agreement (including the Fee Schedule, Terms and Conditions, and this Informed Consent) in full, you understand, acknowledge, and agree to all of the provisions in this Agreement, and you have been given the opportunity to ask questions regarding the services.
  
  
  Consumer Response /* (3000, 7, 2022/07/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nobody EVER told me that I could need MORE sessions. I was actually told the 3 sessions (6 applications) I purchased would be more than enough and I would likely be able to use the last 2 applications on a difference area of my body since I was such a great candidate (by a sales person via a video chat) and would have great results. It's fine you can pretend this BS works but it doesn't, there's a class action lawsuit for a reason. Ideal Image is infamous for upselling people by selling a minimum amount of services so you start treatment with them and when you're not satisfied with the results they continue to upsell at a higher cost than initially paid so you can "finish the job" that most people wouldn't have even started if they knew additional sessions that would be needed. There are other guaranteed, permanent and effective options with legitimate companies NOT like Ideal image who cares only about making money and not whether their treatments are effective and customer satisfaction. The can pretend that what they offer is effective but the reality is that for most people (do your homework people, this was where I screwed up because they had a cancellation and could get me in the same day, I never even had time to read the contract because I hung up the phone from setting this up to head to me appointment because "this never happens" and I was "so lucky to get in so quickly"!!!). BOTTOM LINE: Coolsculpting is not the most effective is even viable option for the vast majority of people and the pictures shown online are of the very few people with very little fat that were successful after multiple sessions.
  You've lost a customer and I will certainly not allow any of my friends, family or coworkers to be scammed by you like I was. Lastly, thanks for the time and effort put into your copied and pasted response... guessing this isn't the first time you've had to respond to the bbb.
  
  
  Business Response /* (4000, 9, 2022/08/02) */
  Guest is fully treated and not eligible for any refund or compensation.
  
  Previous response if from the contract guest signed. Attached is the contract.
  
  
  Consumer Response /* (4200, 11, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They're still calling me asking if I want services from them, including the free service I was supposed to receive for signing up with them. I have advised that I will not accept any additional treatments from them and asked that they stop calling unless it's related to this complaint. I predict that in the next few years there will be enough complaints to shut scam companies like this down but in the meantime, I will be awaiting the partial refund that I am owed. Others on the PAH group I've joined have received either full or partial refunds as well as additional compensation for additional procedures required etc to correct damage done by coolsculpting.
  
  
  Business Response /* (4000, 13, 2022/08/04) */
  Guest has not be diagnosed with PAH. There is no refund eligible to this guest as guest is fully treated with no funds remaining.
  
  
  Consumer Response /* (4200, 15, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have offered NOTHING! They literally have denied any responsibility for anything. They took my money and "treated me"" and refuse to do anything to finish the job. I am scheduling with a licensed plastic surgeon for a consult and to see if I meet the criteria for PAH. If so, I will be joining the class action lawsuit. I have also contacted Allergan and they too have been unsuccessful in contacting Ideal Image. What a joke!

• Initial Complaint

  Date:07/23/2022

  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 is asking to "read" and "agree" to their NEW terms covered under lifetime guarantee membership that I had signed up years ago.
  
  The new terms are now asking for fees, which was NOT a part of the initial agreement.
  
  I was told at my appointment I can choose NOT to sign up because I am already under Lifetime coverage.
  
  However, the terms do not give checklist to read only and deny
  Read only and continue under current terms.
  
  It simply has one check box to agree: which means I am being pushed to pay.
  
  When I called the customer department, they conveniently said
  Don't agree and u won't be able to make appointments with u anymore.
  
  This call
  Was placed at 5:23 July 23 from XXX-XXX-XXXX.
  This is bad business ethics to push people to pay for something they didn't initially signed up for and should be covered.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/25) */
  There is a disclaimer on the acknowledgment: Disclaimer - the agreement below only pertains to those who have purchased the Lifetime Guarantee Membership. You must acknowledge this - however it will not show up on your summary unless you are purchasing this membership.
  
  This guest is not being asked to pay anything additional.
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have bought the lifetime membership years ago when I signed my initial contract. How is this company distinguishing between those who had bought the lifetime membership free of cost then and what they are offering now.
  
  They need to add a check box stating
  I have read the agreement and I choose to stay with my current terms and conditions as I had signed originally for lifetime membership.
  
  
  Business Response /* (4000, 9, 2022/07/28) */
  The acknowledgment is not purchasing it is acknowledging the LTGM - it will not show up on the summary page as any purchases. This is necessary to continue with treatments.
  
  
  Consumer Response /* (4200, 11, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please work a little to update the agreement with a cleaner check Box. The wordings should be understandable and acceptable by an average consumer.
  
  Please update your documentation to clearly add a box which states
  "That the document has been read and acknowledged. I will stay with my current plan."
  
  
  Thank you,
  
  
  Business Response /* (4000, 13, 2022/08/10) */
  Touch ups are optional and not an obligation. This is the current position our company is in, the document has to be acknowledge. If unwilling to sign, the guest will not be able to continue with treatments.

• Initial Complaint

  Date:07/23/2022

  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 spoke with Ideal Image in Shrewsbury MA in June to ask about undergoing cool sculpting. I asked about side effects, but they were greatly downplayed. I agreed to a credit check to see if I would qualify for financing and did the paperwork. I did not schedule any appointment or agree to service. I did research and decided not to undergo the procedure. I emailed them on 6/20 and told them so. They then processed my financing request with Ally Financing and took out a $9000 loan on my behalf. I have been trying ever since then to get them to send the loan back with no response. I made the 1st loan payment this past week and filed a complaint with Ally, mainly because I didn't want this to affect my credit rating.
  
  I have been told that I have to speak with Tavia D***** and nothing can be done until I do. She emailed me on June 29. I emailed her back on June 30, July 5 and July 12. I have also called three times, including today. She has never replied to my emails or been available for my calls. At this point, I have to believe I am being scammed. Tavia is either completely incompetent, or this is a corporate tactic, in which case she is very good at it.
  
  At this point, all I want is for them to return the loan to Ally Funding before I need to make any more payments. I have a dispute case open with Ally, it is case XXXXXXXX. I also have a case number with Ideal Image is XXXXXXXX
  
  Any help would be most appreciated.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 6, 2022/07/26) */
  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.

• Initial Complaint

  Date:07/23/2022

  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 21st 2022 at 1:19pm, I showed up to my laser hair removal appointment at the North Andover location of Ideal image. Upon walking in, I proceeded to tell the lady, who I assume was a receptionist as she was at the front desk, that I had an appointment at that time, 1:20pm. She then asked for my name and phone number which I provided but was told I was not on the schedule.
  While I was interacting with her, a younger lady who sat next to her, whom I assume to be a receptionist as well, interrupted rudely and aggressively said "I know for a fact that I called you to cancel," I explained that I never saw a missed call. She repeated herself and this time said "I know for a fact that I called and left a voicemail, I even emailed you to cancel on the 15th." I then asked to see the email she had sent me. She turned to her computer and tried to search for the email then turned around and said "I may have not sent an email but I know for a fact that I called and left you a voicemail." The receptionist was unable to prove she sent me an email to cancel but knew for a "fact" she called and left me a voicemail. Powerlessly and defenselessly before leaving, I asked to reschedule for a different day and was scheduled for 8:30am on July 23rd. After I was rescheduled, I asked the receptionist if their calls were recorded, she again raised her voice in a rude manner and said "I don't know!" I asked this question because if I had been called and left a voicemail, the recorded VM should be available on the call history log from 07/15. This would not only prove that I was contacted and informed prior to my appointment, it would justify the rudeness and utter disrespect I endured. I called later on that same day to cancel my appointment booked for the 23rd at 8:30 am, as well as completely cancel my contract and get a refund for the remaining sessions I have left, as I cannot, in good conscience, continue doing business with this company.
  
  See attached PDF for full explanation.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/25) */
  This guest is fully treated and not eligible for any type of refund.
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am unable to fathom how this business responds by saying "This guest is fully treated and not eligible for refund" from everything I explained. Were my records checked before it was determined that I was fully treated? I had my under arms fully treated in the past, however, I have only had 4 sessions done for a full Brazilian which I paid in full. I am asking that the remaining sessions that are yet to be done, be fully refunded including the additional life time plan I had paid for. If I have been fully treated, why did I receive an email confirming my appointment for the month of July only for it to be cancelled without notice? Or why was I rescheduled for the 23rd of July at 8:30am? Or why do I have an upcoming appointment in August? (View Attachment). I am more than willing to take legal actions to the full extent of the law to see that this is resolved. It will behoove you to do the same.
  
  
  Business Response /* (4000, 10, 2022/07/26) */
  We have offered to extend the contract for this guest and transferred her to another location as resolution as we are not able to refund.

• Initial Complaint

  Date:07/22/2022

  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 spent 2,000+ dollars on laser hair removal from Ideal image in April of 2022 (This year) and I have yet to have an appointment with them. It takes 8 appointments in total to have my service fully done and I am supposed to 4-8 weeks in between each appointment. Also, my payment was for a year. Every appointment that I have been scheduled for has gotten canceled for ridiculous reasons. The first appointment was canceled because they said I needed to get cleared by a nurse, so I had to wait another month, then that appointment got canceled due to "the person doing my service called out that day." So I had to wait another month for them to tell me that appointment was canceled due to someone having covid. Now they want me to wait until september for my first appointment when I paid in April. Everytime I try to get a refund they ignore me or they just schedule a new appointment that I know is going to get canceled. Please help me, I spent too much money to be played around with.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 11, 2022/08/12) */
  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:07/22/2022

  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 free consultation for Coolsculpting on June 20, 2022. At that time, I signed up for a loan with the loan provider they recommended, Ally Lending. I was approved for the $4,400 and told that someone would be in touch to schedule the appointment. I received a call a few days later, and I set up an appointment for August 13th. On July 14th, I learned about the crooked/shady business practices of Ideal Image and cancelled my appointment. I also called to cancel the loan. At that time, Ally Lending informed me they had already sent payment/my loan to Ideal Image a month in advance of my appointment, despite me never receiving any services from Ideal Image. They opened a dispute for me and told me that I should be able to receive a refund if I had not received the service. I just spoke to a representative with Ideal Image that informed me that I entered into a contract with them to do the service and that it was non-refundable. They informed me that I could either receive the service or they would send my account to collections for the balance if I decided to cancel the loan. Looking at the long list of other complaints, I see that I am not the only person to fall for this trap. I'm almost positive there is a way to get out of this or rescind the contract, whether it be fraudulent misrepresentation, nonperformance, or some other applicable defense. Cancelling the contract and having them return the loan puts both parties in the same position as if there never was a contract, so this should not even be an issue. The fact that they are trapping consumers into a loan and essentially forcing them to receive services or keeping their money feels like a very scammy system that they have implemented.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 6, 2022/07/25) */
  Guest is actively working with us to resolve as guest has a financing dispute that is open. This will be resolved on or before 7/27/2022. Thank you.

• Initial Complaint

  Date:07/22/2022

  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 have been in contact with Ideal Image regarding this issue for a few weeks now and I would like this issue resolved before it is too late. After receiving a too good to be true sales call with one of the representatives, I unknowingly signed up for this scam. After reading and hearing hundreds of poor reviews about the company and learning that I will be moving somewhere that does not have Ideal Image locations in close proximity, I called in attempts to cancel all services and monetary contracts with the business. However, I am constantly getting the runaround from every member of their customer service team. I signed up for a payment plan partnered with Ally Bank, however after realizing that this is not an honest company I desired to terminate my contract. So, I called their customer service line asking to cancel. I was told that since it was within 30 days of me signing up, it would be classified as buyer's remorse and that they would refund the loan to Ally Bank. I was given a case number and told that I would be contacted again in 5-10 business days with an update. Well, 5-10 business days went by and I was not contacted. I decided to reach out 4 times to see if there were any updates and every time I was given the same excuses. These excuses being "your case manager is unavailable", "that department is in a meeting", "he will reach out to you later today", "she will give you a call back". I think it is quite interesting that the gender of this imaginary case manager keeps changing. Moreover, for a timeline projection, I signed up with Ideal Image on June 12th, 2022. I started this case on July 6th, 2022. I was told that because I filed the claim on the 6th (which is before the 30 day period ended) that I would be okay and still fall into that buyer's remorse category. In addition, I have not received any services from Ideal Image, the only thing that I received was the laser care package, which I am completely fine returning or paying for.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 6, 2022/07/26) */
  This guest has an active dispute. We are working to get in touch with this guest regarding her concerns and dispute with the financing company.

• Initial Complaint

  Date:07/22/2022

  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.

  This company is totally dishonest, and the customer service staff, and the case workers are rude and unconcerned. I completed the consultation and was not aware that I could not cancel. I even asked Chantalle M***** the consultant and she confirm I could cancel if I had any issues. She instead with her sales gimmick that I had to do today and would miss out on the promotion. She made everything sound wonderful. To my surprise the same day I lost my job which was a big income. I emailed and called her right away the same day. She reached out to me the next day and told me to that to submit a letter from my employer. Well she basically stringed me along and told me someone would contact me knowing **** well they were going to give me a hard time. Then Kinsey in accounting called me and told me the only I could get a refund is if they approved I was medically able to get treatment. This the worst company I have ever dealt with. You can't contact anyone and they are very dismissive. They did not even budge. Mind you I cancelled with 24hrs. They are very misleading. I have not had any service completed by them, I don't want to do business with them, but was told there is NO REFUND. So now I am stuck with the $9,000 loan with ALLY and Fortiva. I called the two lending companies and they were not very helpful at all. I have been dealing with this for weeks. I wish I would of did my research and looked up the BBB reviews so I would have been more careful of these sharks. I don't understand how they are still in business. Please help me with this. I cannot afford to pay this loan. This is not fair to me. I have all email proofs of when I sent my cancellation. I feel so bad they got me like this. Their customer service is awful! This is a awful company. All they did is give me the run around since 7/1/22. They have no mercy on people. They are just some money hungry company ruining people's credit and lives. I should be able to cancel atleast within 24hrs which I did.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 9, 2022/07/26) */
  It is our understanding that this has been resolved.

• Initial Complaint

  Date:07/22/2022

  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 2/4/22 I had a consult with Ideal Image where I purchased 5 sessions of their IPL treatments. I paid them a total of $1,150. As part of their membership, I also received a 6th session for free. I had two paid sessions and the third session was the free one. After three sessions, I started to develop darkening on my skin. I brought it up to their attention and I was told they were not comfortable continuing the treatments and could not issue a refund for the remaining 3 sessions without a note from a Dermatologist stating that my condition was Melasma. After a lot of run around with different staff telling me different things, I was contacted by a person named Cody W who told me that once I saw a dermatologist and can provide a medical note that I was to email him the note and give him 3-10 business days to reach out to me about the refund status. I saw my dermatologist on 7/1/22 and was diagnosed with Melasma. My doctor provided me a note in which I promptly submitted to Cody via the email address he provided on 7/1/22. After I hadn't heard back from Cody, I contacted the customer line on 7/18/22. The customer representative I spoke with was Colby R. She told me she would contact Cody and ask him directly. Within minutes she got back on the phone and told me Cody had told her that he never received the note. I was told to submit it again. I explained to Colby that I did not feel comfortable sending it to Cody again as I feel that he wasn't looking into my case and purposely avoiding me. Colby R told me I could send it to her as well as Cody and provided me with her email. I emailed them both a copy of my doctor's note asking for confirmation upon receipt. Colby emailed me back and confirmed that she had indeed received my email containing the doctor's note and that she would upload it to my account and make sure that Cody was aware. Today is 7/21/22 and I have yet to hear anything from Cody W or anyone else from Ideal Image.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 6, 2022/07/25) */
  This has been resolved.