Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ideal Image

  1 N Dale Mabry Hwy STE 100A Tampa, FL 33609-2764

• 

  Ideal Image Laser Hair Removal

  8612 Preston Rd Ste 100 Plano, TX 75024-3315

• 

  Ideal Image

  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

  10140 Forest Hill Blvd # B150 Wellington, FL 33414-6125

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:11/01/2022

  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 paid up front for laser hair removal on my back and shoulders a package for $2900. My second visit, I was turned away from receiving the service because I had a few psoriasis patches on my back. The provider called them red lesions and then said she could go around them. I said so Im going to have hairy red lesion patches and she started laughing and was making fun of me. She was so incredibly rude. I got up and went to the front desk. The lady there said theyd issue a refund if I called the number because I was turned away for a medical reason and would notate the account. I call their corporate number and they tell me they dont do refunds. I ask to speak with a manager. She said she would call me the next day. That never happened. I called back a couple days later, asking for a manager, same thing happened. No one calls me back. This has happened 6 times. I decide to file a dispute with my credit card company and ideal image fights it and said I signed their contract saying no refunds. In their contract it states a refund will be given if a medical reason prevents the service. I was turned away because of a medical reason. This is the worst experience Ive ever had with any business! This is a complete scam!

  Business Response

  Date: 11/01/2022

  We apologize for the lack in communication. We will have a medical professional reach out to you regarding the medical concerns as well as concerns with the contract. Thank you.

• Initial Complaint

  Date:10/31/2022

  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.

  Membership contract was signed in March ***************************************** March(same day) I tried to book an appointment I was told that they were booked out for 3 months and membership does not roll over for each year. I had purchased quite are sessions under the assumptions I was going to be able to receiver services at least on a weekly basis. There are only 3 locations in **. I spoke with a customer service rep the same day asking if I could cancel my membership due to this matter. The rep told me yes. I didn't think anything of it since she had my account pulled up and I assumed it was cancelled. For the next 4 months I was charged $425.25 and had not received one service. The last I was contacted for a appointment was in June when I was automatically scheduled and I was at work. not call to schedule. Since I am completing this on the computer I will have to screenshot my bank statements where they are charging me and I do not have an acct with them. Every time I get the money put back in my acct they call and it gets taken back out. Ideal Image are frauds and are promoting false advertisement.

  Business Response

  Date: 10/31/2022

  Ideal Image is happy to resolve this for you. Currently there is a credit card dispute that is open. This will need to be dropped to allow us to resolve as while the Credit Card Dispute is open Ideal Image does not hold the funding. Thank you.
  

  Customer Answer

  Date: 07/20/2023

  April 2, 2022 reach out to *************************** National Client Support Specialist | Ideal Image at ***************************************** Expressed my concerns which were: -I called my bank SECU to force a stop payment because I had never received any services IDEAL IMAGE only has THREE locations in ** and are booked for 2-3 months out. -Services do not roll over -depending on how many services you sign up for, it is impossible to get what you are asking for. -these services are literally for people who do not have a 8-5 job. -not enough staffing to complete services -At the time I was living in ************* and it was a 38 minute drive to **********. - I spoke to a representative two days after the contract was signed and almost 6 weeks before the first payment starting coming out my check. -my bank was refunding me the money and IDEAL IMAGE kept contacting them and getting the money taken back. - as of today 4 payments of $426.25 which totals $1705 has been paid and I have yet to receive any services. -my car almost got repossessed because the bank took money the out of my savings account for **********************. -no payment has been made since September 2022 - I have been disputing this for almost a year They booked me once because someone had a cancellation without calling me, just put me on the schedule and I could not make it because I wasn't in town.
  

  
  

  Business Response

  Date: 07/20/2023

  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. The guest has opened multiple disputes on her own and did they did not end in the favor of the guest, therefore the funding was sent back to Ideal Image. The guests contract has been uploaded for review. Thank you.

  
  

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 18337012
  
  I am rejecting this response because:

  $1706 of payments were made which is half and I did not receive any services.
  
  Sincerely,
  
  Torkwase' ********

  Business Response

  Date: 07/20/2023

  The membership contract is separate from the service contract. The membership was cancelled. Services can not be received any earlier than 6-8 weeks, as stated in contract previous uploaded. If the guest called to cancel membership, which has a 30 day cancellation policy if not used, it does not cancel the services on the contract, as they are non-refundable. The guest does have an active account and contract with us. The guest does not have to proceed with contracted services but is not eligible for refund. Guest can used funding paid into contract at this time for any services that Ideal Image has to offer. Thank you.

• Initial Complaint

  Date:10/30/2022

  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.

  On 11/29/21 I paid $3,088 for advanced fillers and ultherapy. Ideal image in **** has only been able to provide a fraction of the services requested I have repeatedly tried to call and reschedule. Currently the **** office cannot provide the services and the ******* headquarters is not returning my calls. I request a refund of $2,389 for the services idealimage has not provided. Ideal Image has been deceptive and non-responsive.

  Business Response

  Date: 10/31/2022

  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  

• Initial Complaint

  Date:10/28/2022

  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 went in for my last laser hair removal on my arms on 10/21. When I got home I noticed the small tattoo on my arm had started peeling and bubbling up, the next morning it was completely bubbled up and I called the location I went to, and let them know that the nurse accidentally went over the tattoo. They told me to put aquaphor on it and it would go back down. I put aquaphor on it and didnt touch it, however its condition has not gotten better. I waited to see if it would heal but the skin is completely gone and the tattoo is ruined. My past sessions have been wonderful and the nurses had always avoided the tattoo, however this last session was an exception that should have been avoided.

  Business Response

  Date: 10/28/2022

  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  

  Customer Answer

  Date: 10/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not yet satisfactory to me. They have reached out and said they would provide compensation of the amount it costs to redo the tattoo. I would like to see if there is anything more they can do, like a refund of some sort. And would like to know if there is a time constraint on when I need to get the tattoo quote in by.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/28/2022

  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 was offered a birthday discount for filler, agreed and provided my card information. I expected a call to schedule the appointment, but instead was assigned an appointment in the middle of my workday. I called to reschedule and was told the next appointment available was months away. I said that if that was the case, I was respectfully no longer interested and would prefer a refund. The women said no problem someone will call you about it. The gentleman that called me basically told me they would not be refunding me (even though I didnt receive the service) and that I couldnt be scheduled for months. Then he said that he would have a special scheduling team call me. Weeks passed with no call. ******* continued to ignore my emails in which I was just trying to get a status update. I called again and again got the run around that someone will reach out. Weeks pass, no one has reached out. They are just trying to keep my money while providing no resolution or customer service. I received nothing but they kept a pretty substantial amount of money.

  Business Response

  Date: 10/28/2022

  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  

• Initial Complaint

  Date:10/27/2022

  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.

  Purchased a package on 9/7/2022. Have since had 3 appointments been cancelled by ideal image due to the clinician being out. I have called multiple times to ask for money back as I am unsatisfied with the company and their lack of notice for cancellation. Each time I have been called with no apology or reason just that my appointment must be cancelled. I have been paying toward my loan and have yet to receive any services from this company. I would like my contract to be terminated and my loan terminated as well. I dont need the money back that I have already paid but am not going to continue paying this company for no service and no communication.

  Business Response

  Date: 10/27/2022

  We are under the impression that this has been resolved as the guest was treated on 10/27/2022. Thank you.

• Initial Complaint

  Date:10/27/2022

  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 laser hair removal for multiple parts of my body and was told I would get **** treatments. For one, in the beginning when I was trying to come every 6 weeks it was hard to get into the schedule at times so my appointments were not always every 6 weeks. I also had to cancel a couple appointment due to having Covid. Fast forward to now over the summer I didnt come in because I was in the sun too much and didnt want adverse reactions to happen so I paused my treatments until October. I was under the impression that I would get the minimal 9 treatments and Ideal Image never called or emailed regarding making appointments. My contract apparently expired in May 5 months earlier. So now I paid $4500 for only 6 treatments. Now if I come in for a treatment I am paying close to $400 a treatment for the lifetime guarantee.Its a joke. I paused treatment because it wasnt safe during the summer to get the treatments. I think I should at least get the average of 9 treatments for the amount of money I have spent.

  Business Response

  Date: 10/27/2022

  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  

• Initial Complaint

  Date:10/26/2022

  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 7/28/22, I scheduled Ult Therapy (neck and chest) with Ideal Image at the *********** location for Monday 8/29/22. During the Zoom call, I was told pain could be managed by taking both Tylenol and Advil prior to the the appt. While discomfort was mentioned, no other potential reactions were described.On the day of the appt, the clinician began the first treatment on my neck. She got partially through the treatment and left. When she returned, she informed me that she did not have the necessary parts to complete the treatment and I would have to return. This was very upsetting because the location was quite a ways from my home and it would be inconvenient for me to return. Additionally, the treatment was quite painful and having to return to go through the treatment again was very distressing. My second treatment day was scheduled for 9/19/22. At the conclusion of my treatment on that initial day, I had to ask the clinician for follow-up care instructions. I had significant welts on my neck, that I had not been told were a potential side effect either during my initial Zoom consultation or prior to the first treatment. I was not given any specific instructions to address the welts.Following that 1st treatment, I made numerous attempts to contact various individuals at Ideal Image. At the very least, I believe I was due some sort of compensation for the inconvenience of having to return for a 2nd treatment. I completed the 2nd appt and was told completely conflicting information about 1. when I would see results, 2. what meds to take (very concerning - told not to take anti inflammatories as it would impede progress, which was never mentioned during consultation or at 1st appt and in fact I was told to take Advil ), and 3. how to treat the welts.To date, I have not been able to have someone return my call. Corporate says it is a local issue but no one at the local level will contact me. I have called and emailed both levels multiple times.

  Business Response

  Date: 10/26/2022

  We will have someone reach out to you tomorrow to discuss your concerns. Thank you.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18314847
  
  I am rejecting this response because:

  They did not resolve my concerns.

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

  Business Response

  Date: 11/02/2022

  We have spoken to the guest regarding her concerns and offered resolution within the terms and conditions of the contract however the guest declined. The guest is fully treated and no refund will be given. Thank you.

• Initial Complaint

  Date:10/26/2022

  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.

  Called Ideal image for their free quote. Had an interview with a lady via video call. She checked me out and then started asking me questions about my goals. We talked about that and then she asked for my social I gave it to her and then asked me when I wanted to schedule my appointment. I mentioned to her that I was only calling for a quote to see how much it would be. She never once asked me if I wanted to pay for it out of pocket or even mentioned the amount to me until afffter she signed me up. Now I owe over $3k. I called about this and was told they called a couple times with an **** number and never once left a voicemail so I didnt answer them thinking it was scam calls like everyone gets and no voicemail? Long story short Ive been calling for 3 weeks now and now my bill is passed due. I have not heard back from a single soul.

  Business Response

  Date: 10/26/2022

  We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
  

• Initial Complaint

  Date:10/26/2022

  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.

  This is my second complaint. My original complaint was about ideal image using financial intimidation and somehow getting me into a mess where I owed over $1,000 for a service. I never want it or received Thanks to BBB they refunded me most of the amount back. However, they charged me for product they sent in the mail that I did not ask for so I returned that They claimed they received it and now all of a sudden I am receiving calls from fortiva. The credit company ..saying I owe a hundred something dollars when just last month my account was at zero and I even closed the account and they reassured me I wouldn't be charged again and everything was fine . I have called fortiva about 10 times in the last 2 months and each employee is telling me something different. I should not owe a single ***** to fortiva or ideal image considering This is a huge scam. I am surprised they are still in business. I would love help for them to either get shut down or to my charges to be back to zero like they were last month. This is incredibly criminal and I am shocked that they are lying right to my face. How can my account close 2 months ago ? With 0$ balance and then suddenly get random charges again? They should be in jail. They know I don't owe anything and they know that I sent back the $80 worth of product I didn't ask for. This is a huge scam. It's between fortiva retail credit and Ideal image. They both need stopped. Please help!!

  Business Response

  Date: 10/26/2022

  Ideal Image has requested the documentation on where the skin care was received as we do not have documentation of this. If the guest can provide the tracking number where skin care was returned we are happy to look further into this matter. As of now the skin care funds have not been returned to the guest as the skin care is not showing returned in the third party system.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18312676
  
  I am rejecting this response because: I definitely sent the teams back.  Because this was months ago I didn't keep in any information.  On top of that I NEVER once even asked to recieve these items. I was told they are free.. why are you charging me for something I did not ask for ? And of course I returned it. I talked to a man with ideal image who told me that all I had to do was send it back and he gave me an address. I sent everything back including my fortiva credit card ( that's been closed ) and a note that had ALL of my information. I believe I was given a false address or that they lost my package considering this place is a huge scam and scams 100s of people daily.  I swead I returned everything. It's not fair to take advantage of a lower class single mom with self esteem issues and who is not familiar with this type of stuff. Please have empathy in your heart and just wipe my balance clean... It's only 90$ and the fact I am. Basically begging you guys to cancel it , just proves I cannot afford it and its causing me so much anxiety.. of COURSE ke resend the product. Why would I keep lip injection after care if I never got it done .?  I will keep searching for prood but my friend sent it. He showed me a screenshot saying it landed at the warehouse.  Please have it in your heart to drop everything. Please.  This has been causing me a major depression for months now. I cannot afford this. Nor is it even fair for me to owe ANYTHING when I never received a service , never asked for these products , and I returned them anywaya. I won't quit fighting because i have no other choice

  Please drop these charges all together. I am an honest person.  You guys had to have messed up on you'r end and lost the package. . .. thank you ****************************;
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/04/2022

  Please provide the tracking number received when you sent the products back. We are unable to proceed until this information is given.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18312676
  
  I am rejecting this response because:
   Here is the infor with tracking number on it to prove I sent the packages and you definitely received them    please refund me the rest of the money. I sent back the products that I never asked for to begin with.  Can we please finally drop this ? I closed my account months ago because I was worried you guys would try this on me. Luckily I finally found the info with tracking numbers. This is stressing mr out way too much considering I've never received a single thing from ideal image or Fortiva except more debt and depression. I'd like a follow up email please stating I owe 0$.  Including no late charges. One of your employees told me I was fine and owed nothing months ago and then suddenly I got late fees.  Please cancel it all now. I have done EVERYTHING U ASKED.  I Hope we can put this all in the past it's not fair. I cannot afford it. Thanks so much 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/16/2022

  Hi, my name is ***************************** and I can't believe I have to file yet another complaint. This is my third complaint. I have been trying to contact ideal image since June. It has been horrible experience. My first complaint to BBB ended up going through but they didn't cancel all the charges. They still left me with $100 balance for products they sent to me that I didn't even ask for to begin with. On my last complaint I was emailed by you and a guy named ***************. I was told by him and about 10 other ideal image employees that if I sent proof that I returned the product that cost $100 that they would refund everything. I have done everything they said since day one. I emailed him twice already showing him the tracking number information and that the product was definitely sent and definitely received at their warehouse. But yet I got an email the other day saying I still owe the money. It's insane to me that I never once have gotten anything done by ideal image and I. I definitely return to product but the fact that they sent the product when I never was aware they were sending it and never asked for. It is insane in itself that they're going to charge me for it anyways. This has been a nightmare for me and I cannot afford any of these charges nor do I deserve any of these charges. I was promised it would all be resolved and that my account would be closed and nowados $0. Every time I try to call them they put me on hold or they hang up. I can't believe this place is still in business. I am asking kindly to please have empathy and refund me all of your money because this is a scam and I cannot afford it. I will attach all the information once again and I also get permission from my mother to call them. Her name is ************* ****** because apparently no one is taking me seriously. I have all the proof they've asked for and now I'm being ignored. So once again here it is. Thank you so much for your help! ***************************** ************ **********************
  

  
  

  Business Response

  Date: 11/16/2022

  Products returned were opened and damaged and therefore non-refundable. Attached are the pictures from the products returned. There will be no further resolution.