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

  10140 Forest Hill Blvd # B150 Wellington, FL 33414-6125

• 

  Ideal Image of Florida, LLC

  8318 Mills Dr Miami, FL 33183-4806

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:08/12/2024

  Type:Sales and Advertising 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 a contract with ideal image and did not know i was signing a contract. I no longer want the service provided because of personal reasons as well as risks associated with it. I want to terminate my contract and im being told i cant. I just want my money back and i will never bother with ideal image again. i am seeing so much about this company that they do this to everyone and its a big scam. im a young girl and should not have tried to do this because they got over on me and took money out of my account that i dont have. i just want a refund

  Business Response

  Date: 08/13/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22131513
  
  I am rejecting this response because: i have called them atleast 7 times and am getting told the same thing. nothing can be done to help me. its extremely frustrating considering i signed a contract without being told i was signing a contract. sending me forms and staring in my face pressuring me to hurry up and finish them is not professional. if i could have taken my time to fill these forms out on my own time then maybe i would understand making me pay this, but i was forced to fill forms out while on a video call. i was not properly warned of the risks. I am seeing a lot of things of people getting burn marks that is not supposed to happen and this is not something that Im willing to risk. i called the support line and im receiving nothing but people telling me this is a legally binding contract. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/15/2024

  We would like to discuss your concerns further.  We will have someone contact you in hopes we can reach a mutual resolution

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22131513
  
  I am rejecting this response because: i contacted them like 10 times and am receiving the same response. theres nothing they can do because i signed a contract. this isnt acceptable to me because i now realize the risks associated with this procedure. they are offering me a transfer to another service i dont want this at all. i have not had any medical procedures done and am young and dont want any done. i just want my money back. this is simply all i am asking. im not going to receive the service so just give me my money back. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising 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 advised via email (attached) that although the unlimited package I paid for will no longer be honored, Ideal Image would provide 3 complimentary full-body treatments per calendar year. Now they refuse to honor what they agreed to and are asking I pay for every treatment.

  Business Response

  Date: 08/12/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22126986
  
  I am rejecting this response because:
  -Received call from ideal image client support team 8/13/24 @ 5:24 PM on a recorded line. 31 minute phone call with ****** who handles their BBB complaints. 
  

  -The resolution offered to me is: 1 free touch up, 2nd one 50% discount. I have 3 months to accept or decline this. 
  

  -An employee of Ideal image made false statements in convincing me to sign a contract. I have communications and many emails to show this took place.

  -This individual mislead consumers like myself with false advertising on numerous occasions, which resulted in me signing contract which would not have been signed had he not misled me with false information

  -This individual tried to rectify his false advertising which led to me signing contract by offering an alternative solution of 3 treatments (free of cost per year, indefinitely). (Documentation provided previously) 

  -Ideal image refusing to offer resolution that is mutually agreed upon at this time. The email agreement from said employee of ideal image was mutually agreed up which was interpreted by me (consumer) as legally binding in its format shared to me

  -I am hopeful we will come up with a mutually agreed upon resolution to this situation 

   

  Sincerely,
  
  *********************

  Business Response

  Date: 08/15/2024

  Our offer for resolution is to provide this client with 1 complimentary treatment.  The client stated on the call that she has results with spares hairs to most areas, Legs being near to none.  Our policy on Complementary touch *** supports clients with poor results.  If this client feels that she has poor results. We welcome her to visit her local clinic for a medical review of her area. 

  Based on her reasoning for "Free" Treatment, we are unable to approve anything above a customer service gesture of 1.  All clients are equipped with a touch up plan to cover any sparse hairs that grow back.

   

  Resolution offer- 1 Complimentary treatment( this will need to be documented by contract) and then she will go into her touch up treatments with the first treatment being discounted at 50% then forward, all future touch *** at her standard touch up price.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22126986
  
  I am rejecting this response because:
  In 2020, after making the same complaint that I am revisiting at this time, one of your department colleagues approved 9 touchups free of charge. This should be documented on your end. Please review all notes and confirm why we are not honoring what she had promised back in 2020 to attempt to rectify this situation.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/21/2024

  Previous offer for Complementary treatment has expired. Quote for treatment was sent but not actioned on by the client. This offer is no longer valid please see attached.

  Current offer based on current complaint is to provide a complementary treatment(1)  This offer is valid for 90 days after which time it will expire.  This client has a touch up policy she can utilize for additional touch ups.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22126986
  
  I am rejecting this response because:

  The information provided by ideal image is gas no relevance. Their included screenshot shows I was made an offer on 12/9/20 but it expired 1 week later on 12/17/20? How would this make sense, when I have an email (attached) showing they offered me a 9-visit package free of charge to rectify their previous error, dated 12/15/20. 
  

  Please reference documentation I have provided which is time stamped by a member of this same team, promising 9 touch up sessions, free of charge. I agreed to this email, however, ideal image is failing to execute what they promised.

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2024

  Type:Product 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 March ******* I purchased cool tone for $4,189.00. I expressed concern at the time of the purchase as I wanted to buy 4 total treatments but the manager let me know I "had to buy 8-15" for a full round of 8-15 cycles and if I didn't need or use all of them I could get a refund and that this was a good deal and I could only buy it this day and it would be more if I took time to think about it. I got 4 treatments and was satisfied and Ideal Image also agreed I needed no further treatment. I asked for my money back. They refused and instead told me they would transfer half the purchase towards CoolSculpt and agreed to do this before August 1, 2024. I did not want this but later learned they transferred less than half into a CoolSculpt transfer (I learned recently they transferred $1249.00 and not the half which should be $2545.00). Feeling forced, I did go ahead and make the appointments in order use the money and then they CANCELLED all the appointments due to unavailable staff and had been unable to schedule before the summer which is when I had requested services. Ideal Image charged me for services, was unable to provide and schedule those services and refuses a refund.

  Business Response

  Date: 08/08/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support  specialist dedicated to your case at **************

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22114335
  
  I am rejecting this response because: This is a phone number where I have called very many times, but no one answers this phone.  A message can be left, as I have many times.  Chasing this company by calling them, well that's a waste of time.  Apparently you acknowledge my complaint and request for refund.  On the other hand, I did also receive a phone call since making this complaint and the person said they "have a no refund policy".  Beware to anyone considering Ideal Image, they are non-negotiable crooks in my experience. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2024

  Thank you for you response, the number provided on this platform is directly to our customer service queue, we do not support voice mail in this queue.  Your call will ring into our IVR and connect you with an associate.  We have communicated directly with you several times regarding your complaint.  Our offer for resolution supported by our service agreement is to swap your remaining credits for another service.  We ended our call with you thinking things over.  We will contact you again to discuss further

   

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising 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 over $3400 to Ideal Image for laser hair removal of my legs underarms and peri area. After just the second treatment I experienced ***** and did not return. I paid in full and the representative said they cannot give a refund. They had one of their doctors speak to me aggressively asking for photos of the private area and I did not feel comfortable sending the photos. I just want the entire amount refunded. I had a bad experience and told them before I signed paperwork that I was prone to keloids. I want a full refund as I trusted the sales person *********************** when I paid in full. I did not receive treatment or service therefore the contract is null and void. I need a full refund immediately.

  Business Response

  Date: 08/07/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

• Initial Complaint

  Date:08/06/2024

  Type:Product 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 am provided a service. They did close my location down so I cannot get a procedure done from them closing it down. They still want me to pay for the procedures and not give me money back for what they have canceled on me.

  Business Response

  Date: 08/07/2024

  We strongly urge you to communicate with the owners as they are able to resolve your concerns

  ********************************

• Initial Complaint

  Date:08/06/2024

  Type:Product 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.

  Hi thank you for taking the time to read this!This place is an absolute scam and only cares about making money. I usually do not leave reviews but this entire process was unreasonable and overall a bad experience. If you are thinking about going here for cool sculpting, you 100% should think twice about receiving treatment from this establishment. **************** was nice and professional upon the first visit as I had several sessions booked. As soon as I called to cancel after the first visit and ask for a refund for the rest after not having a good reaction the customer service on the phone was rude and short. After the first visit I waited for a while for results whist in a calorie deficit and exercising and loosing weight expecting the cool sculpting to help tone. After a month I noted that this exorcice procedure absolutely did not help at all so I politely called to cancel and get refunded for my remaining treatments. They immediately refused and would not come up with any compensation for my dissatisfaction and claimed that I either finish with sessions or never get refunded for the sessions (THAT I HAD ALREADY PAID FOR AND HAVE NOT BEEN SERVICED FOR YET). So I finished the sessions because they would not budge and it has been a year and I have lost a lot of weight however my stomach and lats (the two places that were treated) look terrible because of the frozen fat that will not go away because of the cool sculpting even though that was what was advertised. I have lost weight before and it did not look how it looks now. Now Im stuck and unhappy with my results. I called them several times to try to get to a middle ground but they refused on any sort of compensation. I just feel like I spent 4k to rub ice cubes on me and they were super predatory about it and its upsetting they they are continuing the scam a bunch of other people as well. I would have submitted this here earlier if I knew it existed. I bought the services 6/23/23 and was serviced 8/15

  Business Response

  Date: 08/06/2024

  This client is fully treated and not eligible for refund. In accordance with your service agreement, we offer no guarantee of results and multiple treatments may be needed in order to see desired outcome.

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

   

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im February 2024 I paid approximately $3000 in fillers. The total amount was not used and I was told that I had a credit that I could use for Botox in a few months. I went to the facility on ******* in *********, *****, and asked to use my credit. I was told the manager had to approve that. I was also told that I had six months to use my credit. That six months has not passed. I have made several trips back to this facility and have been told that the manager will call me to rectify this situation. It has been several weeks and she has not called and I am getting no response. I would like to get a response and use my credit. Over the past few years, I have spent several thousands of dollars at this facility

  Business Response

  Date: 08/05/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

  Customer Answer

  Date: 08/08/2024

   
  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.

  This is ******************************************. I am writing to let you know that my Complaint with ideal image has been resolved.

  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:07/24/2024

  Type:Product 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 recently did a consultation for laser hair removal with Ideal Image Nashville and was convinced into signing a third-party financing form. I ended up cancelling my appointment the same day, which falls within their cancellation policy. They did not tell me that they had a second cancellation policy stating that I needed to cancel the loan within 72 hours because "cancelling the appointment does not cancel the contract." I have not received any services, and I will not receive any services. I would not like to pay them any money for this reason. Initially, the third-party told me to reach out to Ideal Image directly, but I'm going back to them for support in case they can do anything.

  Business Response

  Date: 07/25/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

• Initial Complaint

  Date:07/19/2024

  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.

  Ideal Image took payment for services. I wasn't able to get the services on the scheduled date and when I called to reschedule they told me that my contract expired.

  Business Response

  Date: 07/22/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

• Initial Complaint

  Date:07/10/2024

  Type:Product 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.

  Paid $1,199 on January Paid to Ideal Image for Laser hair removal. Had only 2 visits and the office permanently closed on July 5, 2024. Email was sent out on July 5, 2024, holiday weekend to indicate the closure.

  Business Response

  Date: 07/10/2024

  
  **************** L.P., the independent third-party organization that owns the clinic operating under the Ideal Image brand in *******, ** has decided to close the clinic, effective today Friday, July 5.
  
  Ideal Image would be delighted to continue providing you services at any the Ideal Image corporate-owned clinic.
  
  An Ideal Image team member will be reaching out directly to help you schedule future appointments.
  
  Ideal Image is committed to supporting your ongoing aesthetic journey. We recognize that this change is unexpected and may be inconvenient for you. Thank you for your understanding and patience as we did not anticipate this closure. 
  
  For any refund requests or customer service issues outside of continued care, please reach out **************** L.P. at ********************************.
  
  Warm regards,
  Ideal Image