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

  119 Fairfield Ave Unit 6 Bellevue, KY 41073-1184

• 

  Ideal Image

  4685 US Highway 17 Ste 2 Orange Park, FL 32003-4839

• 

  Ideal Image of Florida, LLC

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

• 

  Ideal Image of Florida, LLC

  2200 Glades Rd STE 305 Boca Raton, FL 33431-7348

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:10/19/2023

  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 saw an ad for Ideal Image. They were advertising botox for $8.95/unit.They require a 3-step consultation: first a phone call, then you're transferred to someone else to continue the call, then they switch to a zoom call. They were nice over the phone, told me they actually use a botox competitor, they don't use botox at all. They said i needed 5 more units than I guessed, but that was fine. ( I requested 25, they said it should be 30; small difference)I made the appointment for the following morning. They have you pay upfront while you're on the zoom; my credit card kept getting flagged for fraud and wouldn't go through. Finally, it went through after chatting with my credit card fraud system.Hours later, when I was in a noisy environment, they called. I thought it was a reminder about the next day's appointment. It wasn't. They said the *************** had passed a mandate saying that every new client has to buy 80 units minimum. I said that I wasn't interested and wish I'd been told that in the beginning. The associate said, "so...should I cancel your appointment?" I said yes and asked about a refund. She said, "I'm getting started on it now"It was an unethical and dishonest bait & switch.

  Business Response

  Date: 10/19/2023

  It is our understanding that this matter has been resolved

  Customer Answer

  Date: 10/20/2023

  
  Complaint: ********
  
  The business didn't respond.  I received an email from them today advertising botox with no minimum unit requirements. They haven't changed anything or done anything  

   

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

  Business Response

  Date: 10/23/2023

  The attachment shows that our units are priced at $13, no minimum purchased required to purchase units at $13.  

  Customer Answer

  Date: 10/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is deceptive advertising. Exactly the bait & switchbthat I got.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/19/2023

  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.

  10/04/2023 Called to inquire about the price and process of treatments. Was informed that I had to pick a payment plan if I wanted to see what the end price would be and what the payment options were. After price disclosure I stated that I wanted to talk to my husband about it first. She said someone would call me within 48hours and to see if I decided so they could schedule appointment. Nobody ever called me. I never went to any facility, never had any treatments and never made appointments. I was stunned when I received a bill from ***************** saying I owe them $4310. Caller customer service 10/18 and they are not willing to help me. They keep referring me to some digital contact that I never recall signing. Theyre are not willing to share conversation recordings. This is a very illegal and deceiving tactic. I dont mind paying for something I used but never did and never made an appointment. If they dont resolve this and return the money Ill be taking them to court

  Business Response

  Date: 10/19/2023

  It is our understanding that this matter has been resolved

  Customer Answer

  Date: 10/20/2023

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

• Initial Complaint

  Date:10/16/2023

  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 requested a cancelation of the $299 membership fee that I was enrolled in at the office. Months later my card has been charged as well as charged a cancel fee for an appointment I had cancelled weeks prior to my appointment and well within their 24 hour cancel window. When I had called out to them to request a refund when I noticed these fees were placed on my card I was told someone would be calling me back to follow up. No one called to follow up, I had to call again and was told they were not going to refund me the $299 membership fee because the person I spoke to did not document that I wanted to cancel. I asked to speak with a manager and the representative would not escalate me. I want a refund of my $299 and $50 that where taken from me. This company is a complete scam and their are not honorable with their practices. I have payed over $3,000 for my services and when I request a refund for a membership that i cancelled well in advance and was incorrectly charged to my card they refuse. This is horrible business

  Business Response

  Date: 10/16/2023

  Refund for the Lifetime Membership is provided if requested within 30 days from renewal date. Request for refund was initially made on 10/11,  Membership renewed on 9/7.

  This guest was also charged a $50 no show fee for failure to cancel her appointment before the 48 hour mark

  Customer Answer

  Date: 10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I requested the membership be cancelled prior to it being renewed. I did not notice the charge on my card within 30 days as it was previously requested to be cancelled. I should not be held liable for these charges as i had requested a cancel and they charged my card anyway. 
  

  the appointment that was charged $50 was cancelled well before the 48 hour window. This  company continues to steal money from me. They informed me they would refund this but have yet to see the refund 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/23/2023

  For any additional concerns, we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution

  Customer Answer

  Date: 10/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I called in as requested, had to argue with the girl because nothing was documented of course. Was offered a free service but not a refund for the $50 fee or the $300 fee. I really just want my money back. I have already paid you guys over $4000 in services, I just want a refund the $300 and the $50 because I requested this be canceled before it was even charged to my card. I am a return customer, and have been working with you guys for years. As well as referred many friends. This is horrible customer service, and a lack of due diligence on your end. I should not be held accountable for a $300 fraudulent fee that was charged to my card, when the cancellation was requested in person, it is not my fault that that request was not processed or documented by your staff. Or that I did not notice it until my statement came out. The service that was offered as a resolution after 20 minutes of going back-and-forth are not services that I feel comfortable with doing.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/15/2023

  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 lip fillers with *******. It was an absolute torture for zero results. I had received this service in the past with a professional dermatologist. It took 10min tops and the discomfort was a 3 on a scale from 0 to 10 where 0 means no pain. I was hesitant to do it at Ideal Image (I had only received laser treatments from them, which was their original ONLY service provided). I went there ONLY because they offered me a Loan through FORTIVA (another disastrous company who doesnt cover your back AT ALL). I had the treatment. It took ******* about ONE HOUR to inject my lips 31 times (counted the marks) with NO ANESTHESIA and only to be half way through the one injection!. It was an absolute torture. Thankfully, i had this same intervention done prior by a real professional, so I knew this was a savage treatment that, obviously, I couldnt tolerate (I was in tears). The following day I had ZERO effect in my lips. On top of everything, the torture was useless and I had NO results whatsoever. I opened a case with Ideal Image and with Fortiva. Ideal Image NEVER contacted me and their employee *******, of course, only explained her version and made it seem as if I just declined (for no reason) to finish the dosis (another hour to receive another 30 pricks??! Humanly impossible). As I see they do with all the complaints they could ONLY offer a credit for another service. Nobody ever replied to my multiple calls and/or emails. Their employee ******* lied. Fortiva would not give any kind of support, but only claim their payment, which OBVIOUSLY I am not making. Therefore, on top of everything my credit is ruined. I dont understand how with so many complaints (that Im reading and finding now) Ideal Image still in business and doing as they please. I went back to the dermatologist I went prior for lip fillers and in 15min with about 7-8 ****** (not 60), anesthesia, and a ******** to relieve pain, was able to accomplish excellent results. A professional.

  Business Response

  Date: 10/16/2023

  We apologize for your experience and will review this treatment with management further

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20735891
  
  I am rejecting this response because I have been told the exact same answer more than one time and nobody has contacted me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/23/2023

  Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will no longer respond directly to individuals on this open portal.  We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.  ere...

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20735891
  
  I am rejecting this response because:
  I have called many many times and nobody has a response. They just keep you transferring to different people and nobody knows anything about assisting me with this issue. In other words, it is impossible to communicate with anyone who will give you a response on the matter.
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/13/2023

  This client is fully treated, she is complaining about results , our service agreements states results are not garunteed.  We have however, offered her an account credit in the amount she paid for treatment.

  Customer Answer

  Date: 12/01/2023

  1. I was not "fully" treated because the person that treated me, *******, could only apply half a syringe and not the full amount because she took one hour, no anesthesia, and poked 30 times my lips using ONLY HALF of the syringe. There is no human being capable of going through more pain that what I did for one extra minute. Your personnel is not properly trained and should not be providing this kind of treatment/torture to the clients. As I mentioned before, I had previously gone to a "dermatologist", who took 15 minutes and at the most 10 pokes (if so) to complete the FULL TREATMENT (ONE SYRINGE, not half), with anesthesia, plus a nurse providing relief after each poke with a vibration machine. Furthermore, within the 15 minutes he gave me one break, so that I could tolerate the 10 pokes with anesthesia. The kind of treatment I was provided with is for horses not for people. 

  2. You are a very biased institution who has not even had the decency of even contacting me at any time to listen to MY SIDE of the story. It is very convenient for Ideal Image to only listen to their employee's side of the story, so that they do not have to refund anyone their money for their malpractices. 

  3. This institution should not be permitted to provide any invasive treatments to the consumers. I see they have over 300 ''unresolved'' complaints and I have heard of a client complaining while I was at the ***** ************** waiting on the waiting room.

  4. This is not a store with products that you can pick something to use a "credit". I do not want to do any invasive treatment with ideal Image ever again. What I am going to do with a credit? Force myself to inject Botox?, Fillers?, laser in parts o my body that I do not need? A credit in this kind of institution does not make any sense whatsoever.

  5 Lastly, I insist, NOBODY has EVER contacted me to even ask what happened. This company just wants to keep the money and they do not care about their clients AT ALL.

  Business Response

  Date: 12/05/2023

  We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20735891
  
  I am rejecting this response because:

  I called the number and exactly as I imagined, once again, they give me x, y and z NON SENSE responses trying to keep my money. This business should be taken VERY SERIOUSLY into consideration and they should be out of business. They have over 300 unresolved complaints. They were just saying absolute nonsense to me, like "do you want me to transfer you with someone to explain the treatment they gave you" (I dont need that. I know exactly what treatment they gave me and the procedure, I was there, I was the one tortured, why would I need someone who was not even there to explain to me how I was treated??), " the results are not guaranteed", I am not talking even about the results, but the malpractice. How can you inhumanly treat/torture someone for ONE HOUR, give 30 pokes to her lips, no anesthesia, to only apply HALF of the treatment/syringe, when this person (me) is already in tears because of the torture I was submitted to! And their employee ******* said that I "refused" (?) to finish the treatment/syringe and that is why I did not get any results. Really??!! Is there a witness to see if she used the whole syringe first of all? and if its true that she did not, was I supposed to spend another hour (for a total of 2) and 30 additional pokes with the syringe to my lips (for a total of 60 pokes with the syringe), so that she could finish 'practicing' what she clearly did not know how to do, on my lips??!! This was a mal practice. Forget about the results if you wish.....what about the treatment and the fact that I had to go a few weeks later to my "dermatologist" ************* in Coconut Grove and paid $600, so that he can actually do the right treatment. By the way, he who is a professional, and took 15 minutes to do at most 10 pokes to do the whole treatment/syringe, with anesthesia and also a nurse who used a ******** to alleviate the pain, so that one could tolerate the 15min (with one break in between...this is human!) of treatment to apply the whole syringe. Now you compare and tell me if this woman ******* knew what she was doing? Ideal Image has gone down the drain. They even have to rotate their employees to different offices all the time because of this kind of incidents. ******* never went back to the Midtown facility after she did the malpractice with me. What a coincidence? This company should not be in business. At least not for anything other than Laser. That is the only thing they know how to do and what they originally did. They tried to expand with Botox and Fillers, and other treatments which they are horrible doing. They don't know how to do anything else and should not have the license to do it.

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

• Initial Complaint

  Date:10/13/2023

  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 signed up for coolsculpt to chin area based on online consult where I was told I would be a good candidate.First side failed/lost connection and they cant reapply. Attached it to the other side and the same thing. They aborted the treatment at this point and would have someone review it and pictures they took and get back to me. ****** (manager of location I believe) called back and told me I was in fact NOT a good candidate. Offered other treatments and areas. I only wanted this specific area. Submitted me for a refund and said I would hear back in 5-7 business days. I did not. I called customer service line. The man (I did not get his name) kept repeating from a script that I purchased a package not an area and I had until February to use the value and kept referring to the contract I have reviewed the contract and copied this from section 3:We may also terminate the Agreement at any time and for any reason and we will then refund you if our medical director in his/her sole discretion determines that you are not an appropriate candidate to receive treatment services as follows: 1) If treatment services have not yet been performed, you will receive a full refund in the amount of the total service fee price we received, less $100; I posted a Yelp review and got a generic response to email them my info. I emailed that Adress and one other I found d online with this Information. About a week later I received a voicemail saying if I had any questions to call the number left. I have attempted to call the number back on multiple dates and times and it goes straight to a recording saying the line isnt available

  Business Response

  Date: 10/14/2023

  This client has not been deemed an inappropriate candidate for treatments, we have recommended the treatments necesaria and she has declined. Refund is provided when we are unable to provide any treatments. Swap of service is offered when eligibility for treatment is found

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20731294
  
  I am rejecting this response because: ******, the manager of the location I went to,  reviewed the files and reviewed my photos that were taken that day, and used almost the exact verbiage as in in the contract. She stated that I was NOT a good candidate for the selected service. Also the machine itself, indicated I was not a good candidate as it would not stay attached to me and it cannot be reapplied 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/16/2023

  You were speaking with a Medical provider, not a manager, and not- Per the contract the Medical Director,  You have not been deemed ineligible for treatment of services and therefore not eligible for refund.  We can provide an account credit 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20731294
  
  I am rejecting this response because:
  
  if you are saying I am deemed a good candidate for the treatment then we should be able to complete the treatment to my selected area without issues. If that is the case Im willing (the submental/ double chin area). But again not to other areas.  My pictures are in your system
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2023

  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.

  On 10-11-23 I received an email from patient FI reporting that they disburse a loan that I request to Ideal image without my authorization and Ideal image accepted. No service was provided by Ideal image. In addition, after I consulted with my PCP he advised me to not completed the service. I called Patientfi and they told me to contact Ideal image and they would closed my loan request. I called Ideal image and they told me that they can returned any money to me.

  Business Response

  Date: 10/13/2023

  We dont have a record of these complaints at Corporate level. We will reach out to this client to resolve his concerns

• Initial Complaint

  Date:10/10/2023

  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 9/12/23, I had a consult with Ideal Image regarding CoolSculpting (CS). I had the consultation to find out about CS, the benefits, and if I was a candidate. I was disappointed that it was a Zoom meeting instead of in person. I don't feel you can evaluate someone for this type of treatment with a Zoom meeting but since that is how they do it, I went along with it. She did explain how CS works and that it removes fat cells in "fatty pockets". I had to show my body over Zoom and she said I was a good candidate. She gave me options of 4, 8, & 16 cycles. She said that 4 cycles was more to try it out and 16 was a "whole body transformation". I chose to do 8 cycles to start. She set me up for 3 appts, 1 week apart. 1 for my lower stomach, 1 for lower flanks and 1 for upper flanks. She said there would probably not be enough to do inner thighs. I went for my first appointment, the technician started the treatment and said she would come back with her treatment recommendations which I thought I already had received in my consult. She said it would take 12 cycles in 3 appts of 4 cycles, 30 days apart just for my lower stomach. That meant I would have to purchase 4 more just for that area and who knows how many for the rest of the areas. After leaving I did some research and found that CS is not recommended for people with BMI > 30. At no time, did anyone mention that. I feel like I was completely deceived and this was just a sales pitch to get me sucked into a contract. I mean obviously the consult was worthless. The real consult happened once you are already tied into a contract and already laying on the table getting treatment which is obvious from how different they were. I feel like I am owed the entire amount of my treatment because I was misinformed and not given the exact recommendation until treatment was already started. I will accept the amount for treatment not completed although I do not feel that is a fair amount for the deception received from this company.

  Business Response

  Date: 10/11/2023

  Your purchase was for Cool Sculpting Cycles, not areas. With the cycles purchased, you can utilize them to treat an area of your body if you have not purchased enough cycles to treat all your desired areas.

• Initial Complaint

  Date:10/10/2023

  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 started using Ideal Image for their hair removal service back in July 2022. I had an online consultation with a representative who was giving me medical advice on the phone and who specifically said that I can go out in the sun while having the services done. I found out that this person now hasnt no medical license is just a sales representative for the company, but she is still saying these advice says that are later contradictory to the claim. I paid thousands of dollars to not only have a nonworking service, but to also have my skin blistered and burned from the services. On a few occasions, I have told the personnel at the office that I have gotten burned from the laser, and they said that that is a good response, which is not the case.

  Business Response

  Date: 10/11/2023

  We are unable to confirm her claim as we have no record of a thermal event post treatment. This client is fully treated and not eligible for refund

• Initial Complaint

  Date:10/10/2023

  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 interested in learning more about laser hair removal so I completed the online inquiry process and set up a consultation with an "expert". My consultation was on 9/28/2023 and was nothing more than a sales call. I told the "expert" that I was concerned about a birthmark that I have on the area I am interested in having laser hair removal and she said there would be no issues and asked no further questions. I have since found out that my particular birthmark is a contraindication for this service and I am not eligible without seeking other treatment first. This is not what I was told my Ideal Image. Additionally, she asked if I was interested in finding out if I was "approved for a 0% interest payment plan" and I expressed that I was not ready to move forward but was reassured that it was just a soft credit check to see if I was approved. I was. I did also point out that the information on the credit check had my last name incorrect and she said it didn't matter, which is concerning. She then guided me through various screens and got me scheduled for my first laser appointment. Fast forward two weeks, I receive various pieces of mail that indicate that I have opened a line of credit with a bank I have not heard of. Shocked, I immediately started trying to find out what happened as this is NOT what was explained to me during the consultation. The Ideal Image representative I spoke to on 10/6/23 explained their policy to never refund anyone for anything. They did try to extend a $200 discount to my total but I did not accept. This offer was unsatisfactory as I medically can not receive this service with my birthmark that I inquired about before scheduling and they are extremely deceptive about the "expert" consultation being nothing more than a misrepresented sales call.

  Business Response

  Date: 10/11/2023

  We do not have information regarding her birthmark to provide a proper assessment on treatability to the areas purchased. Birthmarks are not a contraindication. This client does not fall within our buyers remorse window for refund so without further review  we are unable to provide/honor refund

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20718664
  
  I am rejecting this response because the reason you do not have information regarding my birthmark is because your "expert" dismissed it as a non-issue without asking for more details. I have sought actual expertise and due to my type of birthmark, raised off the skin, this is a contraindication and I would have ended the consultation right then and there if the ideal image "expert" had been properly trained to advise potential clients. There was no mention of the "buyers remorse" window during my consultation and this is not buyers remorse, it is false representation as an expert in this field combined with deceptive sales tactics that prioritizes profits over consumer safety and lasting client relationships. I am unable to safely receive this service and did my duty to bring up my concern to your "expert" during the consultation and it was incorrectly dismissed. I have no interest in receiving any type of treatment from this company ever and all I want is a refund for the service I have not received and cannot receive. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/16/2023

  Per your service agreement, any changes updates to your medical history needs to be disclosed to ** for proper assessment. Please connect with a Nurse at your local center for proper review of your medical concern

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20718664
  
  I am rejecting this response because: there is no update to my medical history. It was divulged to your "expert" during the consultation. If you required further information from me to correctly ascertain if I was a candidate, that should have been said when I brought up my concern about my birth ***** The onus is not on the consumer to be trained and educated on contraindications. And this is only the birth ***** Not even that you all have my name incorrect on your records, which I also brought up to your "expert" and she dismissed another one of my concerns. There is a lack of accountability, education, and above all trust. I am seeking a refund for services I have never and do not intent to receive from Ideal Image.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/09/2023

  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.

  During my virtual consultation on 10/03/2023, the consultant recommended a total of 18 units and quoted a price of $490 unit for a total of $8820 - 10 times higher than the price advertised on Ideal Image's web site of $50 per unit (attached). I asked about financing and the consultant sent me a link to financial plan encouraging me to apply right there, while I was on the phone with her. At no point she stated that once I apply and get approved for financing, I get locked in into the Agreement with Ideal Image. The consultant also said that I won't be charged until a few weeks after I received the first service. This led me to believe that I would be charged on "as we go" basis and only for services received. Instead Ideal Image charged the whole amount of $9119 (the cost of planned services + membership fee) to the lender on the same day. Meanwhile, I further researched the procedure and learned that it is not recommended for people with BMI>30, which is my case. There was no mentioning of this critical factor during the virtual consultation. This, combined with the drastic difference between the price quoted and what is advertised on the web site, led me to decide to not proceed with the plan offered by Ideal Image. When I called on Friday 10/06 (less than 72 hours after the virtual consultation) I was told there was no one available to speak about cancelling the plan until Monday (even though I called during normal work hours) and that someone would call me back. I did not receive a call back and when I called first thing on Monday morning to cancel the plan I have not started (and followed up by email to no response), I was told I could not get out of the agreement. Their consultations are designed to press customers to sign up quickly without explaining the terms or medical factors affecting the success and hiding the fact that you will be charged the whole amount on the spot. I don't intend to use their service and want them to pay the lender back.

  Business Response

  Date: 10/11/2023

  This request for refund falls within our Buyers remorse policy of 72 and will be provided refund