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 Laser Hair Removal

  8612 Preston Rd Ste 100 Plano, TX 75024-3315

• 

  Ideal Image Laser Hair Removal of Augusta

  339 Furys Ferry Rd Ste 2 Martinez, GA 30907-3072

• 

  Ideal Image

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  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:02/11/2024

  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'm not sure if I can file a complaint, but I've been encouraged to seek advice. When I went for a consultation at Ideal Image about a year ago, I asked for a price for a service I wanted but they proceeded to sign me up to a bank *********** and get an estimate on a loan. They then proceeded to tell me that since I had gotten a price on a loan, if I didn't go through with it I may never be able to use Ally again since it was "defaulting" on a loan. I had no idea what was happening, I thought I was receiving a simple price estimate, not signing up with a bank. Not only that, but the prices were absurdly high for a minimal laser hair treatment. I now still over $1800 with them and I'm not even sure the treatment is effective but they have a non-refundable policy.

  Business Response

  Date: 02/12/2024

  This client has multiple contracts which are both fully treated and not eligible for refund.  If there are concern's with results, please speak with your treatment provider

• Initial Complaint

  Date:02/10/2024

  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.

  I completed a feee consultation with Ideal Image after filling out information about myself and what I was looking for. Part of the assessment process included sharing information about my medical history which includes a diagnosis of MS. ***** I paid a good chunk of money and scheduled my first appointment, my appointment was cancelled and I was told I would need medical clearance due to my MS diagnosis. This was never disclosed prior. Getting in touch with my neurologist isnt easy and I dont see him for months. I asked for a refund since I cannot be scheduled for services at this time. Additionally, I have huge issues that ideal image didnt disclose I would need medical clearance before taking my payment. They now will not refund my money until I get documentation from my doctor. As a medical type practice, I find it deplorable they wouldnt disclose the need for clearance prior to taking anyones money. Right now additional payments are paused; however I find it unethical to take peoples money before reviewing all needed information.

  Business Response

  Date: 02/12/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

• Initial Complaint

  Date:02/07/2024

  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.

  My contract for laser hair removal was signed in June of 2020 right in the middle of Covid. I was told I would have enough time to get all my appointments/treatments. My contract was for ************************************************************************************************************************************************************************** the east coast. I didn't realize that every time I was trying to make an appointment my home office would transfer me over to this other office with no explanation. I would make appointments and go in to my office and they would say they don't have any time for me today - instead of telling me that my file was in the east coast. I finally got the answer from the other office telling me I am talking to a east coast based office. So I called my home office in west coast and asked them to bring my stuff back and they did. I was able to start getting treated finally. I'd gone in twice and then repeatedly they would call me back and tell me that they had to cancel my appointments because they don't have enough providers on the schedule (seems they have a high turn over rate). So my treatments would be scheduled months out. They also would not have enough time to treat all my areas, so some areas would get done and others wouldn't. After the 16 months ended I had to keep calling to ask to extend my contract because on some areas I had only gotten two treatments still. They were mostly helpful with this until I got pregnant and missed an appointment (thankful because I didn't know then) - I rescheduled but had a medical procedure done on very short notice and missed another appointment. Then my contract finally expired even though somebody was supposed to call me back about my new extension (no such call). I finally healed up and called back and they say now that it's expired and I missed my last two appointments, there is nothing they can do. Worst 3-4 year experience of my life. I paid ***** in full for nothing.

  Business Response

  Date: 02/08/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21262256
  
  I am rejecting this response because: the woman on the phone with me was so incredibly rude. I felt so attacked - she treated me like a criminal for having no show appointments. Absolutely no accountability for the grief Ideal Image caused. And when I told her I have had medical reasons she said that doesn't qualify a refund because it happened after they already extended my contract? So now is my contract void because of the extension? And why couldn't I get the original extension I was told I was getting anyway? For the public: she was still working within the parameters of this so called contract and still offering me subpar options which, when I kept asking questions because I am not that happy, she rose her voice at me and said that what she is getting me is "ABOVE AND BEYOND". What she told me was one more round of laser hair for each body part I had paid for and then get my areas that were not touched five times yet up to that amount. I feel like their products are a scam at this point because even if I had gotten five treatments, as they deem it as "fully treated," I am honestly hairier than when I began (believe me, I know how ridiculous that sounds). I just realized after that call - I still cannot walk back in that place knowing the amount I paid for what has transpired here and not feeling like the hairless goddess I want to be. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2024

  We apologize for your experience and will have someone reach out to for additional assistance.  We have offered to provide a comp treatment to each area as a resolution.  We will need to see you in clinic to determine if additional treatments are needed

• Initial Complaint

  Date:02/07/2024

  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 was going to get my lips done by Ideal Image but I couldnt afford to pay it all upfront so I took out a loan with a company they work with I believe its PatientFi I then had a financial set back thats Im still trying to work though. I called cancelled my appointment and ask them to cancel the whole thing that I could no longer afford to pay for the treatment even with a payment plan. Ive talked to multiple people over the phone about this and they all say the same thing, that I signed a contract and after so many days there are no refunds. I just dont understand how they cant just send the money back to the loan company! I never received the treatment! This is such a scam! They are basically stealing money. That money was never used because I never received the treatment! They will not refund the loan company and are saying that they dont have access to the money I borrowed? But then they said that both managers said no to refunding me so how does that make any sense??? I just want this whole thing to be resolved because now the loan has been sent to a collections agency because I cant afford to pay anything on it! This affects my credit and everything! I NEVER RECEIVED A SINGLE TREATMENT FROM THEM!

  Business Response

  Date: 02/08/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

• Initial Complaint

  Date:02/07/2024

  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.

  Ideal image made a charge against my card for membership that I did not authorize. They automatically enroll clients into a membership that they renew without confirming.

  Business Response

  Date: 02/08/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

• Initial Complaint

  Date:02/06/2024

  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 the laser hair removal package in 2021 and completed my series of treatment areas which consisted of my ******************, bikini and abdominal area in 2022. The areas totaled to $7300.00. Upon completion of my treatment I have more grey hair growth in particular areas than ever before and I have slight scarring and discoloration from the laser. Hair is growing in places it wasn't previously, which I was told was a side affect after I completed my treatment and made my complaints. Had I known I would have more hair than what I started with I would have never paid for this service. I contacted the ******* office I received the treatments from and was only offered one free session and to continue coming back to pay a discounted price for Lifetime Services which I am not interested in. Not only am I completely dissatisfied with the results, I'm disappointed that the staff did not explain that because of my darker skin complexion that the hair removal would be ineffective. I have contacted the local and corporate offices on several occasions and asked to speak with someone in management to assist with my concern. Each time I was informed that there was no higher authority and that there was nothing that could be done in my case. I have paid thousands of dollars for a service that has not been effective but has only made my hair growth worse. I have paid hundreds of dollars for dermatologist visits and medications to correct the discoloration and scarring. I would never recommend this company to anyone for hair removal services. I simply want a solution to my issue. To date I have paid $4,731.00 to Ideal Image.

  Business Response

  Date: 02/08/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21257164
  
  I am rejecting this response because: everytime I call the ************** and ask to speak to a Supervisor to discuss my complaint the representative always forwards my call to the ******* *************** and the staff there continues to give me the same response which is " there is nothing they can do". I have asked to speak with someone at corporate level on several occasions and am never transferred to that person in a higher position of authority . I just spoke to a woman named ****** at the ***** office that stated she was a manager, and once again I was suggested to keep getting treatments and that because I was on a payment plan that I could not be let out of my contract. This is unsatisfactory, I was mislead on what the outcome of the results would be and as a consumer that isn't fair to continue to disregard my grievances. Ideal Image is a scam and they mislead their customers with inaccurate advertisement. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/09/2024

  This client is fully treated and not entitled to a refund of any amount. We have offered continued treatment as a resolution.  This client has spoken with a Manager at Corporate level on several calls dating back to July of 2023

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21257164
  
  I am rejecting this response because: the fact that this business is going back and forth with me like a 3rd grader is very childish. The statement they submitted claiming that I spoke to a manager on several occasions is false. I spoke to a manager for the first time last week and requested to speak to someone above the manager level and was denied. So no I am not settling for the resolution of returning to get additional services that Ideal Image keeps offering. Why would I go back to a company I'm dissatisfied with? This company hasn't offered any viable solution that will help me. At the end of the day I have grey hair on my coochie that is not supposed to be there, additional hair growth and skin discoloration from these services! So now I'm not satisfied. I want to be let out of my contract without having to pay further. That's all I want. $5000.00 later and I am worse than how I started.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/06/2024

  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 purchased a laser hair removal package on 26 Oct 2022 in the amount of $4,430. I picked Ideal Image due to the fact they have locations all over the country and since I am in the military, I had a high potential of moving before I could get all my sessions. Around the same time that I moved, all of the ***** locations were bought out by Revive MedSpa and I was never afforded the opportunity to stick with Ideal Image. Now I live across the country and Ideal Image will not fulfill the rest of my package at the location where I now live, and keep refusing to help me because Im no longer their patient because they sold me to Revive.Again, I chose to work with Ideal Image because they have countrywide locations should I need to move with the military. I paid Ideal Image thousands of dollars for services theyre now requiring I fly across the country for, which is in no way reasonable. I paid Ideal Image for my treatment, and they then received payment from Revive for my profile. Due to this and the fact Ideal refuses to let me complete my treatment at the local ********* requesting my money back. I believe I had 8 sessions so I am requesting approximately $2,100.Please do not tell me to call your line and select option 3 because Ive tried that twice, got hung up on once, and both representatives were snippy when I was requesting information on how to resolve this.

  Business Response

  Date: 02/08/2024

  Please contact Revive Med Spa for questions regarding refund and Service

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21256630
  
  I am rejecting this response because: I was told by the person who called me in regards to this complaint that I needed to contact Revive and that Revive is no longer allowing people to switch their contract back over to Ideal. I immediately contacted Revive after this phone call and they said that it was absolutely untrue and that Ideal Image has not been responsive in any way about letting customers switch back. So I am being told over and over to contact Revive just so Revive can get stonewalled by Ideal when trying to come up with a solution. Ideal is acting like they have no part in coming to a solution even though they have my money and sold me off in the first place. How about you guys allow me to switch back over to Ideal? Its not like youre losing any money by honoring my contract that I PAID YOU for! Revive contacts you guys and you keep telling them youre not accepting customers, stop acting like the problem is with Revive because they are trying to help me switch over and you guys could not care less.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/13/2024

  This particular clinic has been sold to a third party along with the clientele base. We are no longer to assist. Per our purchase agreement, all client concerns for these locations now live with Revive. We are not able to swap, move or transfer clients via third party business, this is no exception.  We are happy to have you back as a client with Ideal Image via a new purchase should you choose to do that. Otherwise, you are now a client of Revive med spa

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21256630
  
  I am rejecting this response because: you did not do your due diligence as a company of letting your customers know you were selling us off and how it might affect us, simply because you dont care. You only care about whether or not you get our money. You have caused an extreme financial hardship for me as I am now having to pay $1000 per session to continue my treatments when I am still *********** treatments under a contract you refuse to honor because legally you cant which is bull and you know it. The fact you people call me to let me know we have a resolution for you! Give us more money and you can continue your sessions is out of touch and delusional. You and Revive are continuously pointing the finger at each other and yet shaking hands behind the curtain and are refusing to provide any kind of customer service and Im stuck paying money I do not have for FULL sessions (not touch ***** Yet you guys sell your contracts telling us well be hair free. Why do I have so much grow back?! Because you inefficiently provide appointments so we keep paying you money for sessions. You are thieves and an unethical company no matter what way you look at it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I conducted an over the phone consultation on 11/26/23 for Ideal Image to be pre-screened and credit approved for consultation for lip injections and Botox treatment. The person I spoke to over the phone went over the cost and asked for credit card information to be provided for pre-approval for scheduled in office consultation on 12/01/23. I canceled appointment on 11/28/23. Unbeknownst to me I had already been charged the full amount of $2505.00 before even having the actual consultation screen in office. Per the woman I spoke with I would only be charged $50 in not canceled 48 hrs in advance. How can a company charge for services not rendered. I filed a complaint with my credit card company immediately 12/9/23 and as of 01/23/24 was officially charged $2505 I don't understand how a company is collecting for a service never provided and a patient never seen in office. I would like a full refund of the $2505 or at minimum the $50 fee for canceled consultation and $2455 refunded.

  Business Response

  Date: 02/08/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

• Initial Complaint

  Date:02/05/2024

  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.

  At the consultation the nurse and rep stated that I needed to buy 3 to achieve proper results. I purchased the 3 and the nurse only ended up using 2. I reminded her at the end of the appt that I bought 3 and she was surprised and then confirmed in my chart that I had did. She stated that the extra one will be on my file when Id like to use it. I am unable to use another and would to be refunded for what I had paid for it at the time as I only purchased it due to their recommendation I needed 3 and then their recommendation during the actual appt changed and they only used 2. I called for a refund and was told they can not refund for it.

  Business Response

  Date: 02/06/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

  Customer Answer

  Date: 02/07/2024

   
  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.
  
  

• Initial Complaint

  Date:02/05/2024

  Type:Product 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 am writing this complaint because I have gotten nowhere with the many calls I have placed with Ideal Image. I signed up for their Ultherapy and had my chin and lower face treated Oct. 11th. There were and still are complications with what I have received so I contacted them to have the ****** removed from my balance as I cannot go forward with the upper face treatment. I am still dealing with swelling on one side of my face (very noticeable) and sharp pains that intermittently shoot through my cheeks and at times cause my eyes to twitch. It wasnt until recently that I am able to touch my cheeks without pain. I met with the staff member who did my treatment on Dec. 7 and explained what was still happening with the pain and the swelling. They agreed I should not move forward with the rest of the treatment. After contacting Ideal Image a few times after this appointment, each time I called I was told someone would call me back but that never happened, then I was told I could keep it as a credit when I called again. I do not want a credit. The chances of me ever touching my face again with anything let alone an evasive procedure are zero. I cannot understand why, in light of what I am still dealing with, this has become so difficult. I am not asking for a refund for services that have already been rendered, nor am I showing up at their office insisting they fix the issues I still continue to have. All I want is the remainder of the balance for services I cannot proceed with to be taken off what is still owed.

  Business Response

  Date: 02/05/2024

  We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21246952
  
  I am rejecting this response because:

  Your offer to have laser hair removal or ultherapy on my chest is not the solution.Red heads are not very hairy nor is that something I would ever need. The ultherapy anywhere on my body is a hard no. These were the options offered by your CSR when she called me. Furthermore, while your medical team whom I have yet to speak as of on Dec. 7th when I was told they would call after leaving your office and many times after stating the pain I am still experiencing is normal is not. I spoke with my medical doctor who not only agrees that this pain is absolutely NOT normal I should have never been told I was a viable candidate. 
  
  Little did I know the consultant who told me I was a great candidate was nothing more than a salesman who need only possess a high school diploma to consult and give what equates to medical advice. So, when I was explaining to him my concerns about the shingles I have had that covered the right side of my face and had caused extensive nerve damage to my face, scarred my cornea and surrounding areas, obviously that didnt matter in the least.  His job was simply to get me to sign on the bottom line. No care or thought given to my concerns, the high potential of further nerve damage or bells palsy that would NOT correct itself.  
  
  The person who did the treatment was well aware of my concerns in regard to the shingles and my ****** sensitive skin.  I say person because I question now was she actually a nurse or just someone trained to use that modality.  I guess I should be grateful I didnt begin with the worst part of my scaring since I am having issues with the most normal part of my face.
  
  When I explained to your CSR that I am not going forward with any treatment her response was well your agreement for payment is with patientfi now so.  Oh so now that you received I am guessing payment in full you are not worried whether I will pay or not.  Unbelievable!
  
  I am appalled at this whole situation. So, I once again ask you remove that portion from my balance. When I think about what could have happened to my face had I not experienced the pain and shooting pain that is still happening it is absolutely frighting!
  
  If we cannot find a resolution through this particular platform, I will seek other ways for a fair and just resolution to this issue. 

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

  Business Response

  Date: 02/13/2024

  We will have someone reach out to you today to resolve your concerns

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21246952
  
  I am rejecting this response because: 

  i would prefer any communication be in writing though this platform or via email. I don't need to speak to someone else from your company. That was your response to my initial complaint and we see how that went. Either youre going to do the right thing and remove the ****** or your going to keep this going in which case I will move to other platforms to resolve this. 
  

  The mere fact that you keep dragging this on with the same response and no resolution is both frustrating and quite puzzling.
  

  Please respond on this platform or via email. 

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

  Business Response

  Date: 03/04/2024

  It is our understanding that this client has been resolved, Refund has been provided

  Customer Answer

  Date: 03/07/2024

   
  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.
  
  Sincerely,
  
  *******************************