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

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

• 

  Ideal Image

  7556 Teague Rd Ste 112 Hanover, MD 21076-1969

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:10/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for laser hair removal with Ideal Image in November 2022. In total my services include 15 sessions of laser hair removal for a duration of 16 months, the membership for 12 months, the lifetime guarantee, and a service called "seasonal specials" which is a redeemable free gift with a duration of 12 months. I attempted to redeem this "free gift" in October of 2023, however, the customer service representatives stated that it must be redeemed within 3 months. I have no written records stating such, the documents and emails provided to me only stated that is redeemable within 12 months. I talked to at least 3 different people on the phone. The last person I spoke to stated that there was nothing they could do to honor the agreement. She stated that they no longer offer a free gift with membership therefore cannot do anything regarding it. I wanted to continue communicating with the company for further explanation but was told by the employee on the phone that she was the highest I could reach, there is no email for customer service.I believe they are not honoring the contractual agreement and using undisclosed information to support their decision. I would like for my contract to be fulfilled in full by the company or compensated for their refusal to do so.

  Business Response

  Date: 10/03/2023

  We have attached the contract for the guest to review. The contract is a 16 month contract, and does not have a specific number of treatments listed. The pricing is derived from a 5 treatment plan with the ability to get addition treatments, within that 16 months, at no cost. We encourage the guest to review the contract and reach out to our customer service department if the guest has further questions. Thank you.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20689687
  
  I am rejecting this response because:
  

  Written response and attachment do not address my complaint that the business refuses to perform the first ******* listed in the contract titled "Seasonal Special". Response does not explain why or justify the customer ******* representatives denying me this ******* for reasons not stated in the contract. The attachment in my initial complaint of the email correspondence confirming the ******************* ******* details the types of services I can choose for this promotion and does not state that it must be chosen within 3 months of purchase. No where in the contract or email states this 3 month limitation, therefore that being the reason I am denied the ******* is baseless. 

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

  Business Response

  Date: 10/09/2023

  We apologize to the guest but we are unable to provide free gifts with the memberships any longer as well as if the free gift has expired. Please see previous responses regarding contract.Thank you.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20689687
  
  I am rejecting this response because: the business' attachments do not state that the service requested has expired. Purchase was made in November 2022, duration of ability to select service is 12 months, and it is currently October 2023. Business continues refusing to acknowledge that their statements and actions directly contradict the signed contract. They are unwilling to compensate for their refusal perform services stated in the contract/email confirmation. The reasoning they use (no longer offering a free service when purchasing another) is irrelevant to this issue because my contract is still active, terms of new contracts not applicable to existing and unmodified contracts. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/28/2023

  The Lifetime Membership is valid/active for a duration of 12 months.  The membership benefits/features are subject to change and vary from time to time as advised in the service agreement.  The free treatment feature was discontinued in January.  We no longer offer this feature.  All other membership discounts still apply and are valid until expiration of membership

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20689687
  
  I am rejecting this response because: 

  Clearly this business is apathetic to the contractual agreements they make. They have made no effort to provide a respond that addresses my specific complaint. They state that because they no longer offer a promotion to new members that they then can discontinue such offers that are written in a contract with existing customers. Their business practice is unethical, they did not notify me that they were ending this service therefore I was unaware I would not be able to use the service I was promised as stated in my contract. I can see why they have such a poor rating with the BBB. I question the legalities of their operational practices, but I see no hope for resolution due to their history and indifference to customer satisfaction. You can continue to state the same response over and over, clearly that will not make this situation right. 

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

  Business Response

  Date: 11/03/2023

  The free treatment is not a feature stated in the service agreement. Please contact customer service for further assistance

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20689687
  
  I am rejecting this response because:

  I did contact customer service, I went through 3 different people before I came to the BBB. They all told me they could do nothing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2023

  This client has not been in touch with us since posting her complaint, we ask that she reach out to our customer service team to discuss resolution

• Initial Complaint

  Date:10/02/2023

  Type:Order 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.

  9/28/23, Ideal Image tried to deduct a yearly membership fee out of my checking account without notifying me but my card has since been replaced. I went into the office on 9/30, the receptionist said a notice should have gone out and accepted membership fee and made an appointment for a botox injection for 10/12/23. After making the appointment, she informed me that some annual forms had to be signed electronically. I explained to her that I cant sign them electronically because I cant open the applications, thats why I had to sign the form in the office on my first visit last October. The receptionist said she would try to see if they could work something out. An email was sent the same day cancelling my appointment because I needed to sign some annual forms. I spoke with a manger this morning asking why they took my money for the membership fee and made the appointment before informing me of the policy. I inquired why I could not sign electronically in their office since it does not work on my phone or my work PC; she said thats their policy. I told her that I want to be reimbursed for my membership fee and the 25 units that are leftshe said they she would reimburse the membership fee since I have 30 days to cancel but not the botox units, that I have left and already paid for.Fee - $299.00 Dont know if they will actually reimburse me Botox I was told $287.00 ***************************** ************

  Business Response

  Date: 10/03/2023

  This has already been resolved. The guest was refunded for the annual membership that auto renews until cancellation. The guest is not eligible for reimbursement of Botox units. Thank you.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20684606
  
  I am rejecting this response because:

  The reason I cannot get the Botox shot is because I cannot electronically sign their annual forms on my phone or at work, either the file will not come up or if it does, it will not let me sign.  I had that problem originally and they let me sign the papers in the office when I got my first shot.  

  
  I asked them why I could not sign the form on their PCs when I come in for the service, they said no.  It is not my fault that they will not let me sign in the office like they did originally when they were trying to get my business.   In addition, knowing my situation they should have informed me that going forward I would not be able to sign at the time of service; it would have to be electronically.   If I had known that have gone elsewhere.  These are the reason I think I should be reimbursed for the Botox.  
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/13/2023

  The membership has already been refunded. There are no units left on her account to refund

  Customer Answer

  Date: 10/17/2023

   
  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:10/02/2023

  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.

  Paid for an ipl and did not know that if I am on blood thinners that I couldnt get the procedure done I have numerous times and they refuse to refund me my money. If the consultation lady had told me this then I would have never signed up for the procedure..

  Business Response

  Date: 10/02/2023

  The last communication we had with the guest was in regard to a swap of services. If the guest is no longer interested in doing a different service we recommend they give us a call to resolve. Thank you.

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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.

  Date posted to my credit card account: 08/03/2023. I disputed the charge for a lifetime guarantee membership through my credit card company because I called ideal image billing support last year to cancel said membership and stop recurring payments. Card issuer gave me a temporary credit while doing investigation only for the disputed charge only for the charge to be put back on my card because they (ideal image) claim to not have record of me canceling my membership upon speaking to them on todays date (9/29/23). During todays conversation, I requested a refund for the charged amount of $316.94 and was denied a refund for a service that was supposed to have been already cancelled. I do not use the membership, I never once have and I am requesting a refund for the full amount of the membership please.

  Business Response

  Date: 10/02/2023

  This has been resolved. Thank you.

• Initial Complaint

  Date:09/29/2023

  Type:Order 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.

  On September 26th I had a consultation with someone for coolsculpting. I applied for a loan of $1,700 and the procedure in total was *****. I was given a coupon of $150.00. The lady wanted me to pay $29.20 for whatever it was I dont think was told what that fee was for. I didnt have it so I couldnt schedule an appointment yet. I ended up changing my mind about getting the procedure and called to get the loan I was approved for back. Another lady called me and told me she can clear the $29.20 but due to the contract I couldnt get the money back and it was credit to my account with them for the future. I dont want to get anything from them in the future and now I have to pay back a loan I didnt even use. How is this legal?? I dont want to be in the contract anymore

  Business Response

  Date: 10/02/2023

  Someone will reach out to the guest as soon as possible to discuss the guests concerns. Thank you.

  Customer Answer

  Date: 10/10/2023

   
  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:09/28/2023

  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 am trying to cancel the services. I did NOT sign a contract on September 16, 2023. I had a phone conversation with a representative who set up the services, never provided me with a copy of any agreement. When I called to cancel the services on September 19th, then I was provided with a copy an agreement that was verbally acknowledged (not signed by me, never agreed to all the terms and conditions, or the annual Lifetime Membership Fee. Upon calling the company, they told me I have to go through with the agreement. I'm disputing that we have an agreement and want them to cancel the services they have registered me for.

  Business Response

  Date: 09/29/2023

  Acknowledgment for this agreement was provided digitally by the client. The client was provided a unique code by email which was used to access and acknowledge her document.  A second code was sent but has not been accessed which provides confirmation and a copy of the acknowledged agreement.

  Please see attached for confirmation of the where the email was sent .

  The request for refund came in outside of the allowable( by law) time frame of 72 hours.  Refund is no longer available, however an account credit can be offered.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20670263
  
  I am rejecting this response because:

  See attached cover letter outlining the time frame of when I was given a copy of the "agreement"  - not September 16th, but on Sept. 21st when I called to cancel.  I was also not told of the 72 hour cancellation period, or that the annual membership was a yearly fee.  Want full cancellation of all business with Ideal Image.  They are unscrupulous in their practices. 

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

  Business Response

  Date: 10/05/2023

  Again, The client was sent an email with access to her copy of the acknowledged document the same days she signed it

  Acknowledgment for this agreement was provided digitally by the client. The client was provided a unique code by email which was used to access and acknowledge her document.  A second code was sent but has not been accessed which provides confirmation and a copy of the acknowledged agreement.
  Please see attached for confirmation of the where the email was sent .
  The request for refund came in outside of the allowable( by law) time frame of 72 hours.  Refund is no longer available, however an account credit can be offered.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20670263
  
  I am rejecting this response because:  As stated before, Ideal Image did NOT provide a copy of the "agreement" on the initial day of the consultation, September 16th, 2023.  I have already send in proof that the "agreement" was sent for the FIRST time on September 21st when I called to cancel the procedure.

  I HEREBY DEMAND THAT IDEAL IMAGE PROVIDE THE BBB WITH A COPY OF THE ***** THAT WAS SENT TO MY ATTENTION ON SEPTEMBER 16, 2023 WITH THE ***** AND CONDITIONS.  

  I ALSO DEMAND CANCELLATION OF ALL RELATIONSHIP WITH IDEAL IMADE, I DO NOT WANT A CREDIT FOR ANY SERVICES.  

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

• Initial Complaint

  Date:09/27/2023

  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.

  Transaction 8/15/23 I inquired online about Coolsculpting offered by Ideal Image. I was placed into a zoom call with a sales-consultant who described Coolsculpting and that I was a good candidate. She got me signed up and set up with financing with the wrong name, she realized she input it in wrong, but it still went through. I tried contacting Ideal Image several times including email and it comes back with an error message. No one is holding this company Ideal Image accountable for deceptive trade practices. It is extremely clear that they can get away with taking thousands of dollars of peoples money that dont want their services and were conned into getting them with the consultants line of you have 30 days to cancel! I finally received a response after using another service to get them to respond and spoke to someone from Ideal Image that called stating it was in my agreement that signed that I would not get a refund. I was told by the original sales consultant that I had 30 days to cancel. So I cancelled the membership of which she said would cancel future memberships, as this one was still active and they would not be canceling nor refunding the Coolsculpting. I told her I didnt want the membership nor the Coolsculpting nor any service they offer after learning more about the Coolsculpting process, I was told by their consultant I have 30 days, and lets proceed with getting the documents signed and your appointments scheduled. Its rush rush move along with signing and set up appts that there is no time to comb thru the agreement that in reading several times to clear their confusing verbiage up whether you do get a refund or you dont or however they want to make it impossible for you to cancel and get anything back or any services at all if you become a problem and try to go after them with a lawsuit or class action lawsuit. I genuinely just want my money back as I have not used their services, nor can I with multiple medical issues.

  Business Response

  Date: 09/28/2023

  We are a medical facility, All services require medical clearance. We have yet to see you and establish medical candidacy.  Please contact us to schedule a review.

  Our Lifetime membership is refundable in the first 30 days of purchase or renewal providing no benefits are used. This client utilized benefits by apply the member discount to this purchase. No refund can be provided.  State law allows a grace ****** of 72 hours on most purchases and we follow these guidelines.  Request for refund was received outside of the allotted time

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20664174
  
  I am rejecting this response because:
  As you stated you are a medical facility yet your sales consultants sell your services without actually seeing a person in person instead Zoom is used. In order to truly access a possible customer you need to actually see them face to face, get their medical history and possibly discuss the treatment with the possible customers doctor especially in people who have multiple health conditions. You state you want me to come in to establish medical clearance, yet if I do so Im venturing into utilizing benefits and services offered by your medical facility and therefore we are keeping your money as you came into the facility. You say I utilized benefits, no I have nit been to your facility as I met your consultant online and in Zoom and phone conversation. She told me that in-order to get the discount that I needed to have her set it up. I called in the first place because you have an ad for a sale on Coolsculpting in which you have to talk with a consultant which kicks off a zoom meeting to get a quick look over. Your practice and business model is terrible! Im not a candidate and would be happy to provide a statement from my physicians regarding multiple medical conditions that should have been a red flag. I want my money refunded as you did not earn it, and Im not a candidate for this procedure nor others that you offer.
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/04/2023

  We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. 

  We are a medical facility, All services require medical clearance. We have yet to see you and establish medical candidacy.  Please contact us to schedule a review so that we are able to move forward with your complaint. 

  Our Lifetime membership is refundable in the first 30 days of purchase or renewal providing no benefits are used. This client utilized benefits by apply the member discount to this purchase. No refund can be provided. 

  State law allows a grace ****** of 72 hours on most purchases and we follow these guidelines.  Request for refund was received outside of the allotted time. 

   

• Initial Complaint

  Date:09/27/2023

  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.

  09/15/23 I signed up for coolsculpting online and had a virtual consultation where I was approved for two treatments starting approximately one month later. I was charged half the total fee, around $1500 on the spot and told I would pay the other half when I went to get the first done, either flat or in installations of which I could choose in office. Not only did they take the rest of the money on the day of the appointment without my consent, they did it that morning before I ever showed up. When I went for the treatment I was told by the technician that I wasn't a candidate for the procedure and she offered me the choice of a refund within a few days, or a transfer of services. I desired the refund. After a few weeks of calling about my refund and being told to wait, I got ahold of a 'case manager' who told me I would not be receiving a refund because it wasn't their policy. All they would do for me was transfer service to laser hair removal etc. I have absolutely no interest in this company's services and just want my money back for a service I never received.

  Business Response

  Date: 09/28/2023

  We are moving forward with providing a refund for this client

  Customer Answer

  Date: 09/28/2023

   
  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:09/27/2023

  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.

  I received an unsolicited phone call from this business on 9/24, and I received an unsolicited text message on the 25th - both of these to my personal cellphone number.I have never been interested in their services and have never inquired about their services nor given them any sort of contact information. I have no idea how they acquired my personal phone number, but I'd like them to know that these unsolicited messages make me question their ethics in regards to marketing, and they fully deter me from using their services in the future.

  Business Response

  Date: 09/27/2023

  This phone number is listed as an internet lead, meaning someone inquired online for more information and provided this phone number. We have removed the phone number from our system. The email address and name are not associated with our company

  Customer Answer

  Date: 09/27/2023

   
  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:09/25/2023

  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.

  I was interested in lip filler services, so I called Ideal Image for a consultation. I was pressured into an appointment for the Friday of that week. I was never told I would be charged for services before receiving them or if I canceled. I canceled my appointment the same day because I had reservations about the procedure. Then I saw that I was charged for the service even after canceling. I called Ideal Image and was informed I wouldnt be receiving a refund because I signed a contract. The consultation was on zoom, and I didnt take the time to read the full terms of service. This is very misleading, and I feel completely scammed by this company.

  Business Response

  Date: 09/26/2023

  The request for refund came too late to honor.  We honor a 72 hour buyers remorse period as indicated by most state laws.  This client purchases on 9/20 and called us on 9/25 to request refund. If there is documented proof of a conversation request for refund prior to this day and within the 72 hour period we will honor refund

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20652045
  
  I am rejecting this response because:
  The appointment was canceled the same day it was made. I was never told I was paying for the service the same day on the call.

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

  Business Response

  Date: 09/28/2023

  We have record of cancellation of your appointment. We do not have record of your request for refund. Cancellation of appointment does not automatically constitute cancellation of service agreement.  Please provide proof of request for refund within the 72 hour time period to be provided with your request.  

  The service agreement you acknowledge stipulated guidelines for refund

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20652045
  
  I am rejecting this response because:

  I initially called ideal image for information about lip fillers. I wasnt given any information associated with the risks of the procedure, the steps preformed etc. I was pressed into making the appointment as soon as possible. Your company trains their staff to coerce patients into agreeing to procedures under pressure without giving proper information. Watch the video. I will seek legal action if necessary, so please give me my refund.