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

  330 San Lorenzo Ave Ste 2345 2nd FL Coral Gables, FL 33146-1854

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:12/22/2022

  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 bought my wife CoolSculpting treatments at their ********** location. On the first session, I was advised that the treatment would take 3 hours. They do this all the time, I assumed they would know how long the session will take. I came back in 2 1/2 hours and was advised that my wife had left over 45 minutes ago! This wouldn't have been a problem if she had a means of getting home, but she didn't and the search for her began. Perhaps the first session showed no results because it was less than and hour and 45 min instead of the 3 hours I was told it would take.We had a second session scheduled at which they knew we weren't going to be see, but rather than call or email to let us know that we needed permission form her doctor and ******* and ******* to get the treatment, they had us come into the office, wait a half hour to get an NP on a telehealth visit so they could deliver the news. Not inconvenient at all!!So we reschedule the appointment, get what my wife's doctor's gave us as permission letters, go to the appointment and are told that they aren't good enough, there needs to be two separate letters on letterhead, etc., etc., etc.We advised them that we wanted to terminate our agreement and we wanted the remainder of our money returned. Now they will not return the $1,839.33 without me wife agreeing to all types of stipulations to keep any bad publicity off the internet.

  Business Response

  Date: 12/22/2022

  This has been resolved as of 12/20/2022. Thank you.

  Customer Answer

  Date: 12/29/2022

   
  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.
  They refunded our $1,839.33 on December 28th.

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

• Initial Complaint

  Date:12/21/2022

  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.

  Purchased a package for BBL treatments at the beginning of 2022, package was for a set number of treatments. I had about 3 sessions done, with the most recent in April 2022. Then I wasn't scheduled to come back in until September, and I was scheduled for September, October and November months in advance in April bc they were all booked. Then as September approached, I received an email from Ideal Image that the appointment was cancelled. Then my October appointment was cancelled and my November appointment was cancelled. I was not able to reach anyone to reschedule and so I put in a request to cancel and get a refund. Got a response from a rep in early December who convinced me to not cancel and refunded me $250 instead, but when I called to get an appointment the same day as the resolution, I was told my package had expired and special permission was needed from a supervisor. I was emailed a form to fill out which I did on the same day it was received which was on December 8th, I have heard nothing. When I called again on December 21 asking to just cancel and get a refund, I was transferred and put on hold for over 10 minutes until I hung up.

  Business Response

  Date: 12/22/2022

  The contract for the expired cycles has been recreated and does not expire until Sep. 2023. We encourage the guest to reach out to the clinic or use the Ideal Image app to schedule appointments. Thank you.

• Initial Complaint

  Date:12/21/2022

  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 contacted Ideal Image via online contact from around the end of October 2022. I spoke with a ************************* via zoom, at which time she consulted me on my cool sculpting options and whether or not the service could be performed on me. I already have a pretty low body fat percentage as I am prepping for a bodybuilding competition. ******* informed me after reviewing my stomach and back are that I qualify for a total of 8 cycles of cool sculpting. I was approved for ****** through ally lending. I signed all the documents and scheduled the appointments. My first appointment took place on November 14th 2022 at the ******** location. Once I was brought into the room and changed into the provided shorts only, I was told by the cool sculpting tech, that my body fat percentage was very low and that there is not much for the machine to grab hold of. She checked my stomach and back area, the same areas the ******* looked at via zoom. She stated that she could try and perform the 2 cycles but I definitely didn't not need 8 cycles. She said that even the 2 cycles aren't going to do anything because my body fat percentage is very low. She struggled a couple times to even get the machine to stay attached to my skin. After she treated both sides, she suggested that I can contact customer service and get a full refund because the treatment will not work. So I contacted customer service and explained the situation. The gentleman I spoke to informed me that he would refund the remaining 6 cycles immediately in the amount of $********. He stated that the other 2 should be refund as well but he had to have another department review that information and get back to me. On December 15th I get a phone call from Ally Lending that I missed a payment. I explained the situation to them as well, and she found the refund of only ********. The total was ********. When I contacted Ideal Image again about the refund they stated they would not refund those 2 cycles.

  Business Response

  Date: 12/22/2022

  We apologize about any misunderstanding but we are unable to return any funds for services that have been used. We have attached a copy of the contract for review. Thank you.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18620186
  
  I am rejecting this response because: There should have been clear and concise communication from the facility that there would not be a refund even though I am not treatable. If that information was provided prior I would have made a different decision. Im not in the habit of wasting hundreds of dollars for an undesirable service. The consultation should have stated I was treatable of instead of selling a service that would not work for me 
  
  Sincerely,
  
  ********************* Ii

  Business Response

  Date: 12/22/2022

  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.
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18620186
  
  I am rejecting this response because: the recommendation made to me to go through with cool sculpting was improper. It should have never been recommended or performed
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:12/21/2022

  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.

  In late summer 2021 I signed up for ideal image to get laser hair removal in one area. I did two sessions then became unexpectedly unemployed and tried to cancel my membership. I had called a few times before I actually got someone to cancel it. They continued to charge me for the rest of the year but I assumed I just had to continue to pay. Once that first membership was up I got charged again for the renewal and I called and asked for a refund and eventually was given one. Then I got charged the next month for the monthly fee. They hadnt canceled my membership for a second or third time now. Ive emailed the person who put the refund through about being charged again with no response. Clearly this is all a scam, I want to be refunded for every time I was charged and didnt receive a service.

  Business Response

  Date: 12/21/2022

  The membership and the guests service contract are two different things. The guests lifetime guarantee membership has been cancelled and refunded, minus the cancellation fee. The contracted services are non-refundable therefore the guest was continued to be billed for the service purchased. The guest is welcome to come back to complete the contract that was paid for. A copy of the contract has been uploaded for review. Thank you.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18619511
  
  I am rejecting this response because: I want everything possible to be canceled I will never be back or ever get another service from ideal image. Refund me as much money as possible.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/22/2022

  We apologize about any misunderstanding however the contracts with Ideal Image are non-refundable. 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. Please review attached contract for review.
  

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/14/22, I signed contract with Ideal Image Ultherapy of the Face and Neck. In the ******, **. The upper face was done with some pain and discomfort, but was tolerable , however the lower face and neck, when the procedure started from the beginning, I experienced intolerable and excruciating pain; I asked the technician to stop at intervals to try to tolerate the pain. The procedure had to be discontinued.Later that evening I developed heart palpitations as a result of the stress of the pain I endured. I had an angioplasty with a stent in 2015 related to a major vessel blockage and a diagnosis of CAD. Due to my medical condition of Coronary Artery Disease, and the intolerability of the the method used in Ultherapy, I resigned to continue and requested a refund. I spoke to *********************** Nurse Practitioner, concerning my complaint. I received a reply from ***************** which stated I also spoke with the overseeing physician, per the request of customer service, about your particular case. He felt as though the palpitations were a normal response to the pain of ultherapy and since you are not being medically treated for palpitations, it would be safe for you to continue with your purchased Ultherapy.I totally disagree with this decision, since this procedure CAUSED THE PALPITATIONS, therefore,1. Should I have a medical procedure done if its going to cause me palpitations from intense pain and anxiety when I also have Coronary Heart Disease with a stent and risk the complication of a heart attack or other complications as verified by my Doctor!! I am 73 years old. 2. I am appalled with the statement from the Medical Overseer that pain is normal in most people and so to speak, to bear it, no matter what the consequences are?3. Patients should not be evaluated on a pain is normal in most peoplebasis, not considering the gravity of the diagnosis of high risk groups with heart conditions where anxiety and stress from pain can precipitate palpitations and heart attacks which is well documented. This medical decision is inattentive to customer/ patient safety and risks. The integrity and concern to its customers are questionable, and since I refuse to put my life in danger by Ideal Images medical decision, I am requesting a refund of $1900 and no further services are requested.

  Business Response

  Date: 12/21/2022

  We have uploaded a copy of the contract for review. Unfortunately, pain is not a contraindication to treatment. Client signed informed consent that states pain can be experienced. Pain/anxiety/stress can cause palpitations and is not always due to an underlying condition. It has been determined that it is safe for the guest to continue with treatment. If the guest chooses not to, we are happy to offer to move the funds remaining to another service that Ideal Image has to offer. 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.
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18617061
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/27/2022

  There is no rejection response. Thank you,

  Customer Answer

  Date: 12/29/2022

  Today is 12/23/22 at 3:56 pm
  
  I am rejecting your response because:
  
  Pain is not contraindicated, but torturous pain is. 
  
  Providers who offer medical services to their customers/ patients who are sensitive and caring to their needs, would realize in pain not all all pain is created equal, depending on the person. 
  
  When I signed up and paid for my services for Ultherapy, I did not expect the dilemma, anxiety, emotional distress which led inadvertently to an attack of heart palpitations, because of Ideal Image failure to perform due attention to my needs of intolerable pain to the point the procedure could not be completed. 
  
  Ideal Image did not provide the tools ( pain medication, sedation, etc) needed or a THOROUGH explanation in the contract page 3 of ******************************************************************************************* longer.  It states there will be pain or discomfort while energy is being deposited. 
  
  This clause in no way prepared me for the procedure.I was under the impression, since pain was used in the same sentence with discomfort, 
  
  I assumed it would be mild, not the burning pain that I never experienced in my life!!
  
  As mentioned previously, I was unable to complete the procedure that I paid for ,and thats reason  Ideal Image is responsible for a refund to me 
  
   I have hopes of an amicable resolution,
  
  otherwise, it leaves me no alternative but to seek a more empathetic and understanding regulatory governmental agency in determining a fair decision.

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ideal image allowed my wife to pay close to 3k for cool sculpting treatments knowing the anti-inflammatory medication she's on would most likely make the procedure ineffective. After the first session was completed is when the nurse told my wife not to take any anti-inflammatories. The nurse said inflammation in the body is necessary for the treatments to work. My wife has to take anti-inflammatory medication for some health conditions. She had two sessions and did not achieve the results she was told. This is a waste of money and I would not recommend anyone go here. Profits over people, especially if they take anti-inflammatories.

  Business Response

  Date: 12/20/2022

   

  This guest is fully treated and not entitled to a refund of any amount.  Based on the medical history provided by this guest, she was cleared and deemed safe to treat.

   

  Ant inflammatory slows down the visible results of Cool Sculpting but does not prevent results.  

   

  Pleases see below regarding the informed consent signed by this guest

   

  You acknowledge the following with respect to the elective Cryolipolysis (CoolSculpting) Services you will receive under this Agreement: (i) You voluntarily consent to the elective CoolScultping services and understand the CoolSculpting services will be provided with *** cleared Cryolipolysis technology manufactured by third-party manufacturer Zeltiq. You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.

   

  Thank you!

  
  
  

  

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

  Business Response

  Date: 12/20/2022

  This guest is fully treated and not entitled to a refund of any amount.  Based on the medical history provided by this guest, she was cleared and deemed safe to treat.
  
  Ant inflammatory slows down the visible results of Cool Sculpting but does not prevent results. 
  
  Pleases see below regarding the informed consent signed by this guest
  
  You acknowledge the following with respect to the elective Cryolipolysis (CoolSculpting) Services you will receive under this Agreement: (i) You voluntarily consent to the elective CoolScultping services and understand the CoolSculpting services will be provided with *** cleared Cryolipolysis technology manufactured by third-party manufacturer Zeltiq. You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.

• Initial Complaint

  Date:12/20/2022

  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 purchased a hair removal package for my fiance as a Christmas present. I received a loan through ************** for the whole price. Ideal image has received the money. This was at the ********** office. Now I am being told that she cannot be treated because she is not a member without paying more money. I cannot get a refund from this company because when you call they either put you on hold or you get transferred and then get put on hold. I need help and my money back from these crooks

  Business Response

  Date: 12/20/2022

  We are unable to assist with resolution with more information regarding the guest's information. Please provide. Thank you.

  Business Response

  Date: 12/22/2022

  I purchased a hair removal package for my fiance as a Christmas present. - Ideal Image needs the name of the Fiance to be able to look into this further. Thank you.

• Initial Complaint

  Date:12/19/2022

  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.

  On dec 13, 2022 i dont even know how i ended up in a free consultation with a lady from ideal image. And long story short i dint jbow how rhe lady got me to get her my moms social security number after she used mine and it didnt work or go thru. So now my mom owes ***** and she didnt even know what was happening. I instantly called back the buisness to tell them i made a big mistake by giving them my poor mommys info and plus i do not need or want to change my appearance at all and i dont even have money gor anything especially not to give away to them . They said they opened a case to close the contract but i have to wait 30 days gor the final decisions but i think i will die before then i am going crazy! Plus they said people with epilepsy cant do that surgery and i told them i have it and she still made me sign against my will i just signed to end the consultation fast and the lady also made me think i was doing her a big favor by signing! But now im scared because they are giving me a hard time to cancel this big mistake i made! I have mental issues i didnt know what i was doing i ***** signed anything before in life ever not even a phone contract ! Please bbb heeeeeeeeeeeelp

  Business Response

  Date: 12/19/2022

  This has been resolved. Thank you.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18605338
  
  I am rejecting this response because:
  The last message i received from ideal image they say i have to return some 200+$ lotion that i never wanted That they supposedly shipped out to me but i havent received it and do not know when to expect it so that i can reject it as soon as it gets here 

  i just want them to delete my mom and mine information i am not a client of theirs and i dont want a refund because i dont wanna and cant give them any money in the first place! Please i am really sick and going crazy over this i wanna know for sure that they deleted and cancelled everything with my name and my moms name!!! Please they dont need our money because we font have any!!! Please help me get my piece of mind back and my blood pressure and my nerves !!!
  Sincerely,
  *************************

  Business Response

  Date: 12/22/2022

  This was resolved via a financing dispute. Please reach out to the lender for any questions regarding the financing dispute. The only funding that Ideal Image holds is for skin care. The guest is welcome to return this product to the third party. Once returned we will be able to resolve. Thank you.

  Customer Answer

  Date: 12/27/2022

   
  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,
  
  *************************

  thank you to everybody that has helped me in this big terrible life mistake i got myself into! Especially BBB from now on i feel like i am born again if i get out of this debt hole im in now i just want to return that skincare item as soon as possible to its rightful owner because I definitely do not want or need it and could never accept something so expensive plus i dont need it.! So im grateful 100% for u guys understanding !! THANKS AGAIN SO MUCH.!?

  Customer Answer

  Date: 01/04/2023

  Hi *****!? I hope u r good. I am writing you because they say your the 1 in charge of this complaint i have! The problem is i am still getting charged by that company now its for a lotion that they say they shipped to me! But its been over a month i think and ive been waiting everyday and i havent gotten any lotion or anything ! So ive been calling them since this morning since i saw that lotion bill. And they have not wanted to help me at all. Long story short i even been hung up on like more than 5 times in one day. And then i guess i got them mad and then i happen to get another email now saying they cant wait to see me for a app they scheduled me that i do not want at all. And i thought they cancelled that contract and regurned that loan back to ally lending company!! So now im confused more and more because they say i have an upcoming app with them and i dont understand why . How if i tjought it was clear that i dont want want services from them especially not 1 bill ! I hope i did a good job explaining my problem. Please help me i hope !! ????

  Business Response

  Date: 01/04/2023

  We are happy to provide the remaining refund once the products are returned

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18605338
  
  I am rejecting this response because:
  I havent received any products or anything from ideal image and i dont want to i would gladly return it asap if i had received anything from them. Also i spoke with an exec manager from ideal image and she told me the shipping of that product had **** cancelled and the money will be returned to ally lending company when the product was returned withing 24 or something like that)) and they also dont even have my address to send me anything and i wont give it to them if they ask! This is just one big mess!
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/19/2022

  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 a 16 month contract with Ideal Image on 6/18/21 for laser hair removal at the Newton, MA location and paid $2,253.91. Treatments should be 6-10 weeks apart. On 5 different occasions they canceled my appointments causing 14 week and 18 week gaps between treatments causing little to no results. I left multiple messages for the manager of the Newton, MA location to see if she could extend my contract due to them canceling my appointments and received no response. I contacted the corporate office to see if they could extend my contract. It took months of leaving messages and emails for someone to finally talk to me and I only got in touch with someone after I said I would hold until I could talk to someone. My case was escalated multiple times with each person saying they would do nothing for me and threatened that if I filed a claim against Ideal Image, I would be charged double my contract amount. See attached documents for the letter I sent to Ideal Image with all details and date and contract I signed.

  Business Response

  Date: 12/19/2022

  The guest is fully treated within the contract, 5 treatments with the ability to get up to 4 touch-ups at no cost if treated within the 16 month contract. The guests contract does not expire until 4/30/2023. We recommend the guest going into the clinic for another treatment and requesting a contract extension. There is no charge that can be applied to the guests account to make her pay "double the contract amount".

  Customer Answer

  Date: 12/21/2022

  
  
  Complaint: ********
  
  
  I am rejecting this response because Ideal Image completely dismissed my concerns over the cancellations of appointments. My contract does not end 4/30/2023. It was a 16 month contract that started June 18, 2021 and ended October 18, 2022. The contract states "sessions are scheduled 6-10 weeks apart". My appointments were canceled so often that they were 14 and 18 weeks apart. That is a breach of the contract. Contract states that it is a "9-treatment plan of 5 standard treatments and 4 touch-ups". Because of the cancellations I would not have been able to complete all those treatments in the 16 month timeframe. Therefore I was not "fully treated" and results of the laser hair removal treatment were not achieved. I left messages for the Newton, MA manager to call me multiple times and I left approximately 21 messages for someone at the corporate office to contact me with no response. I finally spoke with someone after I waited on hold for someone to answer. Abigail (possibly spelled Abagale) threatened me that I would be charged double if I filed a claim against Ideal Image. Calls are recorded at their corporate office so this can be verified. I originally left messages with the manager at the Newton clinic and called corporate to see if they would extend my contract at that time. After the inexcusable amount of unreturned messages and threat received and due to all the canceled appointments causing me to not have the appropriate results achieved, I no longer wish to do business with Ideal Image and want a refund.
  
  
  
  Sincerely,
  
  
  
  ********* ******************

  Business Response

  Date: 12/22/2022

  The guests contract was extended and does expired on 4/30/2023. The contract is written for 5 treatments (funding is on) and up to 4 additional touch-ups (these are at no cost). Therefore the contract is fully treated as in the 5 treatments have been had. Ideal Image has extended this time within the contract to allow the guest to come in for additional sessions. There will be no further resolution.

  Customer Answer

  Date: 12/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: only after the Massachusetts Attorney General’s
  office sent a letter to Ideal Image about my complaint was there an offer of a
  contract extension through a response letter they sent to the AG’s office. I
  was not contacted directly by Ideal Image to extend the contract. I decline the
  extension. The current contract plainly states "Price per session is
  derived using a 9-treatment plan of 5 standard treatments and 4
  touch-ups." I will continue to seek reimbursement due to Ideal Image's
  breach of contract regarding sessions canceled by Ideal Image and rescheduled outside
  of the contracted time frame of 6-10 weeks causing laser hair removal results
  not being achieved. I originally left messages for the Newton manager and
  contacted the corporate office to see if I could get a contract extension but
  after leaving approximately 25 messages over almost two months regarding this
  issue with no response and then being threatened with double contract charge if
  I filed a claim, I have no desire to do business with this company again.
  
  
  
  Sincerely,
  
  
  
  ********* ******************

• Initial Complaint

  Date:12/19/2022

  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 August 17, 2022 I had a $1400 procedure done with Ideal Image and was told I would see the results of chin tightening and smoother jar line and neck. I am yet to see any results and my deadline is here. Ideal Image sold me lies and continue to avoid me and hang up on me when I call. I have called 7 times tonight alone.

  Business Response

  Date: 12/19/2022

  It is our understanding that this has been resolved. Thank you.

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18596473
  
  I am rejecting this response because: I have not spoken to anyone at Ideal Image at all. They are avoiding my calls, hanging up on me and totally disregarding my refund request!!! Now they are lying also to the BBB. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/27/2022

  The guest spoke with one of our representatives on 12/15 and discussed using her account credit due to the non-refundable contracts with Ideal Image. this is why we are under the impression that the guest has been resolved. If this is not the case please let us know what we can do within the terms and conditions of the signed contract for resolution. Thank you.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18596473
  
  I am rejecting this response because: I have was told a case was put in for my refund. Since then I have not spoken to anyone. This procedure did NOT work and I want my $1400 refunded. 
  
  Sincerely,
  
  ***********************