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Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

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

Find a Location

Ideal Image has 153 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,441 total complaints in the last 3 years.
    • 211 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/24/2025

      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.
      I scheduled a laser hair removal appointment in May, 2025. The location called, cancelled the appointment with no notice telling me the provider was sick, and rescheduled me. The receptionist told me the appointment was for Saturday, May 24. Upon arriving, the receptionist present was exceptionally rude and mocking toward me, sarcastically asking why I was there and snorting that only consultations were scheduled for that day. She stated my appointment was for Saturday, May 31. I was not happy as that is not what was told over the phone but checked and the confirmation email sent immediately after the call did have the 31st listed despite the conversation that occurred 5 minutes prior. This location is 30 miles from my house and no closer locations have appointments for weeks (due to proximity to ****** and demand). When I pulled out my phone to look at my calendar for dates as she checked the other locations, she yelled at me and accused me of recording her in a threatening manner and did NOT apologize when I turned the phone around to show my calendar on the screen. I asked if the May 31 appointment would be cancelled and she rolled her eyes and told me that she didnt know. I want a call from the manager ensuring me that the appointment will occur or a full refund on all money paid for the initial contract as it is impossible for the location/ company to fulfill the obligations set forth with current clients while actively recruiting new ones aggressively. The receptionist was nasty, unprofessional and her behavior indicates potential retribution with the future appointment scheduled. Ideal Image management needs to contact me and remedy the current/ potential issues or refund the thousands paid on the initial contract, period.

      Business Response

      Date: 05/27/2025

      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:05/22/2025

      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.
      I went to ideal image for a consult regarding both fillers and *****, I wanted to talk to them about fillers around my mouth area, as I am getting a little older, and that's an area I wanted to work on. They had a "nurse" come in, after my consult with whoever else I was talking to and recommend I get my ENTIRE face done totaling some astronomical number, I'm talking in the thousands. I declined and said I couldn't afford that, because I came here for my mouth. You can tell they do that with every client that comes in. It's business, it's how they work. I am only 38 and I don't have a great deal of wrinkle nor lines to my face; I just wanted to tweak a little. So, we arrange the filler for my mouth, which is $649.00, about $700 after tax. I agree to this because I've never done anything for myself before this, and I wanted to feel good about myself. I also then went ahead and got ***** for my forehead, thinking I was going to look like a new person, relaxed and smooth, that cost me $324.00, on their sale. This was the biggest mistake I have ever made in my life was going to ideal image. My eyebrows, fell down my face- it's made me feel so horrible about myself, when I told them, they said they could fix it with more *****, it did NOT fix it, it made it worse, so now I have uneven eyebrows that sag for the next however many months. The filler. they used HALF a syringe of filler, HALF. And I got charged for the ENTIRE syringe. I asked, "what happens to the rest" and I was told "we toss it". YOU TOSS IT? You toss my $700? It gets worse. So, the filler, feels like *****, horrible *****, that you can see by my mouth, it did not look good, I look like a chipmunk. So, I go in to get that "fixed" and she massages the hard ***** out... well I see nothing and feel nothing now. My face has two sagging eyebrows, and what feels like no filler, and a syringe that was half full and thrown away. I can't believe how bad this is. I was offered a free facial to make it right.

      Business Response

      Date: 05/24/2025

      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: 05/28/2025

       
      Complaint: 23366978

      I am rejecting this response because: I got a call from the business office for Ideal image, and the call was absolutely ridiculous. They had no idea what treatments I had done, no idea what was used, no idea what the before and after photos looked like. What they wanted to offer me, was to come back in and purchase more filler, as filler "could dissolve" depending on what is used. I was told they would not honor a refund for the rest of the *****, nor the filler if it isn't there anymore, because they only do that for people who are ineligible for their services, which is not ethical, nor good business. If your product doesn't work, you should absolutely offer a refund. Not only that, but half of the product was also used, half of the product was thrown away. I was told, that was dependent on the nurse, and their opinion of my face, not what I actually paid for. Absolutely ridiculous. I was told I had ***** "banked" away, meaning I would need to come back to ideal image, which I am not going to do. My face looks absurd, my eyebrows look horrible, the filler is gone, because of the massage they did to "fix" how chunky it was. This has been a nightmare experience, when you call the customer service line- you get a "we are not available" leave a message, there is NO customer service line. When you call the clinic about billing, they have no idea what you are talking about either. So, this customer service **** was offering me to come in and pay more money, or "there's nothing more they could do for me". Making assumptions about what was done, like "virtual" consult. I never did that, I was in person, every single time. They wanted more photos, not sure why. You got photos both times I was there- the business practice is just "make as much as you can", while s******* the customer over as much as possible. I want my credit card info removed from their site immediately. They are charging me for ***** I will never use, as I am never coming back. Ideal image is not a good business, they do not want to make it right, they want you to pay to correct their mistakes. I did this one thing for myself, to feel better about myself. Ideal image has made me feel awful, and then backed up their business practices with "sorry can't do anything for you". I would like a total refund on this mess- I will never recommend anybody go here, they will make you feel horrible about yourself while taking advantage of you. 

      Sincerely,

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

      Business Response

      Date: 05/30/2025

      At this time, you are not eligible for refund of any untreated services and we do not provide refund of treated services

      Customer Answer

      Date: 06/13/2025

       
      Complaint: 23366978

      I am rejecting this response because: 

      This is a disgusting response to bad treatment given at Ideal Image. I will never go here again nor recommend them to anyone at all. This is a chop shop, where they take your money, it's a scam to get you to pay them. I would like to be refunded for the ***** I did not get. As I will never ever be back there. YOU messing up the treatment is not a ME issue, it is an IDEAL ethical issue. I went to another reputable business and they couldn't believe what you had done, and the solutions you offered- nobody there knows what they are doing. And everyone is chalked full of filler, like insane amounts. From the receptionists to the nurses. Nobody educates, they steal from you. 

       

      refund me for product I didnt use. 

      and as a business you should have a moral and ethical obligation to refund me for poor service resulting in emotional damage. I am about ready to consult legal action. 


      Sincerely,

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

    • Initial Complaint

      Date:05/21/2025

      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 a package of treatments for laser hair removal from ideal image in 2023 for ******* dollars I was willing to pay this much because it included a lifetime guarantee of touch *** as needed for as long as I needed at a low cost of ***** dollars per appointment when I finished my set treatments and went for the first touch up I was told the price was now ***** dollars per treatment although I questioned the price and asked why my set price had changed I was told ***** was the new price and that was what I would have to pay going forward I did it so that I could continue my treatments. Today may 21 I called to make an appt and was told affective may 1 the price had increased to ****** per treatment almost tripling the price from my last appt only two months ago! I was outraged I asked how they could breach my contract and raise the set prices so drastically and I was told to speak to corporate. I called corporate several times and left a message. Finally I was able to speak to a customer service *** who said they were from corporate and she said my price can change at anytime which was never stated before. This company is very predatory they draw you in to a contract under the assumptions that they are going to honor pricing and now that I have paid this package off I cannot even use the lifetime warranty that was the reason for me purchasing in the first place because it is no longer affordable as it was described to me. I feel that ideal image is baiting customers into signing a contract and then switching the terms after purchase I am completely unsatisfied and feel taken advantage of

      Business Response

      Date: 05/24/2025

      Touch up fees based on your service agreement are not set but based on our current price for touch ups.  Therfore, your touch up price has changed and may change again in the future

       

      i. Eight (8) Session Package. If you purchased the Eight (8) Session package, as described in your purchase
      summary / invoice, the service sessions are scheduled at the discretion of our medical providers - typically
      six (6) to twelve (12) weeks apart. Any of the services not completed within the Expiration listed on your
      invoice will be forfeited without refund.
      The eight 8 Session Package includes eight (8) laser hair removal treatments for the purchased area. The
      eight treatments must be completed within twenty-four (24) months of the date of your first treatment.
      Touchup treatments for the purchased area will be available after the completion of the 8 sessions or after the
      24 months. Price of the touchup treatments will vary depending on size of the area purchased. Please see our
      website for current touchup offerings and pricing.

      Customer Answer

      Date: 05/27/2025

       
      Complaint: 23362725

      I am rejecting this response because: it resolves nothing I understand the agreement as far as the completed sessions my issue is that ideal was unethical in telling me one price upon signing a contract in regards to the lifetime warranty and then changing the price tripling the amount from the original pricing. This response further shows a lack of respect for current customers and the money they have spent with this company.

      Sincerely,

      ***** *****

      Business Response

      Date: 05/30/2025

      Your touch *** are subject to change as indicated in your service agreement, you are under no obligation to contiue with touch up treatments going forward
    • Initial Complaint

      Date:05/21/2025

      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 signed a lifetime membership with Ideal image, multiple lifetime memberships with a fixed rate for future treatments but they decided to raise those fees for supposely education and equipment. I would like to know what happened to the contract we sighed? Are they going to honor the contract. I tried contacting the company via email for over a month with no responds. I want to know if they are honoring the contracts and stop ignoring the question.

      Business Response

      Date: 05/24/2025

      It is our understanding this matter has been resolved
    • Initial Complaint

      Date:05/20/2025

      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 had a video visit with an employee at Ideal Image. I then agreed to purchase lip filler and ***. When I went to the appointment in April for the lip filler the nurse told me about the serious side effect I could get called an occlusion. The person who I spoke with over video never told me about this. I called Ideal Image today to get a refund on a service I never received and am currently paying for, and I was told I could not get a refund. This is ludicrous. I have not had the service. I want my refund for services not rendered.

      Business Response

      Date: 05/21/2025

      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:05/20/2025

      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 was contacted by ideal image with an offer for discounted neurotoxin (*****) injections, and filler with options to finance. With me being on a budget, I signed right up for the deal. My appointment was booked that day, but then rescheduled several times after. After finally receiving my first appointment, and being dissatisfied I was told to come back for a touchup which I had to pay for . It has been sometime after the touchup and my results have not improved As for my second appointment to receive filler, I had to travel about 70 miles out of my direction for an appointment that had been rescheduled once againseveral times and after receiving the service I once again do not see results. I have before and after picture of my lips and they look exactly same. I had received cosmetic enhancements for years prior and only switched due to budgeting needs. I have gone for a consultation from another injector she believes the product was counterfeit or the injector did not ensure the depth for product. Either way I have wasted money and Im now being contacted by the finance companyto make a payment for service I have not fully received. I have disputed this with my bank and ideal image has fought back saying that I have received service and I lost my dispute. I looked deformed and Im going to have to pay to make this right which is going to put me in financial hardship. Its not fair for me to pay another injector to fix what this company has done to me. I am just seeking reimbursement. I was told by one of the managers at the ********** location I would hear back from someone higher who can help me and have yet to

      Business Response

      Date: 05/21/2025

      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:05/17/2025

      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 called over the phone to the ************** to inquire about laser hair removal services on 03/04/25, the *** described the services as subjective statements in which none of what she stated was actually true. She also told me that I had to pre-pay for services before I could get an appointment scheduled and see the center's availability. I was never provided any refund policy or timeline to cancel and never considered due to the ***resentative 's description of services. The next date they had available was 03/17/25, so I took that appointment. I arrived, checked in and spoke with the nurse, no services were rendered. At that time the decision was made to cancel immediately, it was told in person and I was sent back to the ***** number. I called and asked to speak with a manager to make sure everything was cancelled. I ended up calling twice that night to get to a cancellation department and the *** told me that a manager has to approve it. I then called the local store on G-town **** and left a message but no one returned a phone call. I then had to dispute with my bank to get help and the merchant is refusing to cooperate. My phone records indicate supporting facts. As of today, I received a phone call from Ideal Image on 05/16 and was told that I didn't cancel in time which is far from the truth. This business is operating poorly when it comes to professionalism, communication and integrity. They want to stick me with a $3000.00 bill that is not applicable but truly has lost a customer for life. This has been the worst experience with Ideal Image and the ****** reviews definitely support that.

      Business Response

      Date: 05/20/2025

      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: 05/21/2025

       
      Complaint: 23343502

      I am rejecting this response because:

      This is the generic customer service number that I have called in regarding the cancellation of contract since 03-17-2025 and no resolution has been given as of today 5-21-2025.

      Sincerely,

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

      Business Response

      Date: 05/24/2025

      ****** is not an option for this client based on company policies listed on our website for public viewing. We have discussed alternative options. We will follow up to discuss again

      Customer Answer

      Date: 05/28/2025

       
      Complaint: 23343502

      I am rejecting this response because:

      Of the following: The cancellation was submitted within the stated timeframe, no services were rendered and you all have recorded phone calls as well as I have records that support those facts.

      Sincerely,

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

      Business Response

      Date: 06/04/2025

      Refund is provided within a 3 day period( buyers remorse) the client purchased on 3/4 and requested to cancel on 3/17. Furthermore, the client submitted a credit card dispute through her card holder which she ultimately lost.  The credit card dispute held the funds in limbo until May.  This client is not within guidliens for Refund.  Account credit is available for use at their discretion

      Customer Answer

      Date: 06/05/2025

       
      Complaint: 23343502

      I am rejecting this response because:


      the purchase was made on 03/04 but Ideal Image gave the first available date to be seen of 03/17. The client went in on 03/17 in hopes of being treated for services purchased and the service was not at all what was described, the client cancelled same day. There wasnt any buyers remorse nor did the claim with said bank get denied. Ideal Image has continued to remain unwilling to assist in the matter after all evidence and facts support what the consumer has stated. The end result is cancellation of services.


      Sincerely,

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

      Business Response

      Date: 06/06/2025

      We are happy to discuss your concerns further with you, please give us a call at **************

      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23343502

      I am rejecting this response because:
      This is an automated response. No one at that number has assisted with the issue nor have I received a call back.


      Sincerely,

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

    • Initial Complaint

      Date:05/16/2025

      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 entered into an agreement with Ideal Image to receive Cold Sculpting and Cool Sculpting. After being billed $2600 and attending my first appointment, the equipment failed, and Ideal Image was unable to complete my first treatment. The nurse and her colleague made comments that I was too skinny for the technology. After considerable attempts to re-schedule in an additional 2-4 weeks I determined that I wanted my money back. Up to this point I had been billed over $2600 dollars and would be going 6-8 weeks with no complete treatment.

      Business Response

      Date: 05/20/2025

      It is our understanding that this matter has been resolved by refund

      Customer Answer

      Date: 05/20/2025

       
      Complaint: 23339828

      I am rejecting this response because: my cancellation agreement shows a refund of $2670.41, and I was only credited $1253.37. 

      Sincerely,

      **** *****

      Business Response

      Date: 05/24/2025

      Please see attached Acknowledged refund agreement

      Customer Answer

      Date: 05/28/2025

       
      Complaint: 23339828

      I am rejecting this response because: The revised cancel agreement is not the agreement i signed. I signed an agreement for a refund of $2600. The revised cancel agreement is for the lower amount, $1253.73. I would not have accepted the agreement knowing that i would be losing $1346.27 without receiving any services.

       

      I signed the $2600 cancel agreement in which they approved. They are clearly modifying documents that i did not agree to and did not sign. 

      Sincerely,

      **** *****

      Business Response

      Date: 06/04/2025

      The client only has one Refund Release agreement, the difference in amount is what was owed to be cancelled vs what was owed back to the client. The client was on a monthy repayment with the lender and had not paid his services in full so full fund were not returned to the client but it was a combination of the client and a cancellation of his remaining balance with the lender.  The client was refunded $1253.37 once his loan was cancelled and the unused balance closed out

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23339828

      I am rejecting this response because: as confirmed by Ideal Image I was billed for $2600 and received no services do to equipment malfunction. The refund amount is less than half of what I was billed. I would also like to add that I was billed $1600 before any services were provided. And the day of the attempted service i was billed an additional $1000 while they knew that I was cancelling the treatments. 

      Sincerely,

      **** *****

      Business Response

      Date: 06/06/2025

      Per our records, a ****** treatment was provided on 4/30. Please contact your local clinic to discuss any discrepancies with treatment

      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23339828

      I am rejecting this response because: I have tried communicating with my local salon / branch with no success. 

      Sincerely,

      **** *****
    • Initial Complaint

      Date:05/15/2025

      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.
      I went in last Saturday on May5/10/25 to get a laser for underarm and bikini I got burnt marks all on my bikini area and the skin is peeling off to the point I cant wear my underwear because the skin literally burned off and I told them the laser was to high. Now I have a bunch of burnt patches on my but and around my p**** because they werent be careful and felt like she was trying to rush rather than wait when I tell her the pain was really bad. After the session I felt burning sensation but I always felt a burn then it will go away but this time its worse. My skin literally burnt off and I cant wear bikini because you see a big patch wound.

      Business Response

      Date: 05/20/2025

      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:05/14/2025

      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.
      I was charged $4,350 including a lifetime guarantee I have been trying to get the company to let me schedule an appointment for services I had 1 session back before Covid and now they are telling me that I cannot use the $4,350 for any services and my lifetime guarantee wont be honored and I if I want to have any hair laser sessions I have to sign up for them again and pay another $2,500 financed at 29% They have all the paperwork and contracts I went to a local office today in *************** and I thought I have only paid $2500 well she said oh no honey you paid over $4,000 and unfortunately we are not able to apply any of that amount for any new services and you have to get paid new contract, if you want to have services scheduled

      Business Response

      Date: 05/15/2025

      We have no record of payment to the account in mention.

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

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