Business Profile

Medical Spa

Ideal Image

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Important information

Customer Complaint:
Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

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

Customer Complaints Summary

1,352 total complaints in the last 3 years.
208 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/26/2022
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.
I purchased a membership from Ideal image for 16 month for over $5500 dollars for hair removal in various areas of my body. The contract was scheduled to end July 2022. I am a resident of ** and I received treatment in ********, **. In April of 2022 I was in the hospital due to kidney stones and was unable to make it to my scheduled appointment. The general manager for the location in ******** ** refused to give me a new appointment until I pay a $50 dollar penalty fee. I explained to the person on the phone my health situation and she said she would communicate that to the area manager. I tried contacting her directly and she never called me back. Instead she had the receptionist call me with the following information; due to previous cancelations prior to your hospital incident, being at the hospital was not a valid excuse to waive the $50 fee. It had never been communicated to me that there was a penalty for changing my appointments, or cancelation. Typically if I was running late I would call them and they would offer to change or cancel my appointment. They said it was in my contract, nonetheless this had never been reinforced. Therefore, it became part of the way we performed our agreement. They canceled my future appointments and refused to see me until I pay the $50 dollar fee. So, my membership expired. Now I have to pay 10% of the price for every visit. The price per item for one of the most popular body part (the leg) is way above retail pricing on the market. They don't seem to be following U.S. Retail pricing laws and regulations. For example, the price per 1 visit to do laser treatment in the upper area of the leg (quads/hamstring) is $1100. In average, this is the price for a full package of 4-6 sessions else where. I would like to ask for Ideal image to reinstate my membership for the 4 months that I Iost. Also, I would like to ask for the BBB to review Ideal image practices regarding price verification within the markets of ** and **.
Business Response
Date: 10/26/2022
Guest has no case(s) opened with customer service as we are easily able to resolve for guest. 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

Complaint: 18311133

I am rejecting this response because:
I received two calls during my work business hours from an unknown number. I have not received a voicemail. I tried calling the number back and left a voicemail but the number is not an Ideal image message box. I spoke to the ******** location area manager. I dont feel I should have open a case with customer service because I feel she should have been able to make a decision on behalf of the company. Therefore, I took her response as the final answer. I dont understand the business logic regarding the case and their response to my concerns. I feel I need an intermediate to solve the case.

Sincerely,

*****************************
Business Response
Date: 10/31/2022
Two voicemails were left for the guest, as our calls are recorded. The guest called an incorrect number back which is why she was greeted with an automated ** inbox. The call was returned and another voicemail was left for the guest. We encourage the guest to call the number left in the ** for assistance or reach out to the area manager however our customer support team will be able to assist in resolution.
Customer Answer
Date: 10/31/2022

Complaint: 18311133

I am rejecting this response because:
Although I understand that the protocol for your team is to leave a voicemail, I triple check my voicemail and noticed that my mailbox was not even set up on my new Iphone. Therefore, the last voicemail received was from 2020. Taking that into consideration you would understand why I am certain that a voicemail was not left for me with a call back number. I am more than willing to solve this matter even though I am still unclear on the reasons why you would not simply reply with your answer to my request through the BBB platform. I am not declining any calls or conversations with Ideal Image customer service but I am sure that I have not received a number to call back to. I am available after 4pm Mon-Fri and all day on weekends. You may provide me with a accurate contact number through this platform and I will call you back.

Sincerely,

*****************************
Business Response
Date: 11/01/2022
It is our understanding that this has been resolved.
Customer Answer
Date: 11/17/2022
I received notification that the complaint has been closed.
After my last respond through the BBB platform the business reached out and
made an offer. However, when they sent me the contract what they verbally
offered does not match what they wrote in the contract. I responded to Cody
at their company and he has not yet responded to me.
They have not reported this to the BBB which is why Im shocked to read you
have closed the case.
Business Response
Date: 11/18/2022
Two touch up sessions were sent to the guest at **** charge. There will be no further resolution. Thank you.
Customer Answer
Date: 11/27/2022

Complaint: 18311133

I am rejecting this response because: the contract that was sent to me only offers 1 session (see attached). Also the contract states that the *** is not elegible for life time warranty fee. Therefore, I would like clarification regarding my original purchase. Does that if I accept these two classes my *** life time warranty is revoked for these areas? If that is the case, I didnt agree to those terms as part of the verbal proposal. I have left numerous messages for *********************** the agent who sent me the proposal without any responses.

Sincerely,

*****************************
Business Response
Date: 12/15/2022
Each session has an expiration date therefore one session was sent to schedule before the second one is sent. We are happy to go ahead and send this to you so you can have both on your account. This will be sent to your email, once acknowledged, it will populate on your account to be scheduled. Thank you
Customer Answer
Date: 12/20/2022

Complaint: 18311133

I am rejecting this response because:
**** resent me a proposal. However, he only sent me the proposal with one treatment just as before. Please proceed with sending me both documents as per your proposed solution. I would like to get the information for 2 treatments for each of the area in my mailbox before this is considered resolve.
I also need clarification on the wording for future life time warranty of the areas as per my original email. Although I understand that this maybe a standard contract and this is for a per session ***, my original contract does include life time warranty. Im confused on the wording and why it has been included. This wording does not apply to my case.
I have been trying to communicate with you at **************** but the lines are always busy with a 10+ minutes wait time.

Sincerely,

*****************************
Initial Complaint
Date:10/25/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a complaint before regarding this business about a refund they are supposed to send me. Although I signed the documents they sent regarding the refund and asked to be sent a check because I did not have the debit card and bank account I used to do the purchase, ideal image refunded the debit card. According to the bank, the money was returned to ideal image. I am still waiting for their reply and have no estimate date for the refund.
Business Response
Date: 10/26/2022
Please see attachment where refund was successfully returned.
Customer Answer
Date: 10/27/2022

Complaint: 18307628

I am rejecting this response because:
As I stated multiple times before, that account and card have been canceled before the refund was issued. The bank informed me the refund was returned to ideal image due to the account and card being cancelled. And I am still waiting for refund as a check sent to my home in ****** as I stated before idle image sent the refund to the account I informed previously was inactive. I was informed by phone that the refund would be sent as a check. All this could have been prevented if what was informed me by phone was honoured.
Sincerely,

******* Francisco
Business Response
Date: 10/31/2022
The documentation provided states that the refund was sent successfully to your bank and Ideal Image does not hold the funds for this account. We have attempted to reach the guest but have been successful. We encourage the guest to please give us a call at the number provided in the voicemail. Thank you.
Customer Answer
Date: 10/31/2022

Complaint: 18307628

I am rejecting this response because: the refund was sent to an account that I had previously stated that has been canceled, I said that refunding to the bank would not work. I already informed them that a thousand times. I cant be held responsible and be penalized for the mistakes made by the company when I informed them that account was canceled and that I needed a check to be sent to my address in ******. I still dont have my refund.

Sincerely,

******* *********
Business Response
Date: 11/01/2022
Please provide documentation from the bank to where the funds were sent back to Ideal Image as we have provided documentation for the successful refund to the bank. If this can be provided we are happy to investigate further.
Customer Answer
Date: 11/02/2022

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,

******* *********
Initial Complaint
Date:10/25/2022
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 10/14/2022 I was contacted by ****** at ideal image. The deal sounded pretty amazing so she transferred me to a zoom call with a rep. *** asked to see my thigh area which I showed her and she said I qualified for sculpting procedure. I told her I can't have any hard inquiries on my CR because I'm purchasing a home and she assured me several times it was a soft inquiry just to see if I qualified for financing. I completed the links she sent to me. (********). When I went to my appointment the following week I was told by the tech that my thigh area and stomach did not qualify for cool sculpting. I said ok thanks for your time. *** then advised there weren't any refunds and I needed to choose something. Nothing they had to offer I needed or wanted! I was told corporate would give me a call. I still have not been contacted.
Business Response
Date: 10/26/2022
It is our understanding that this has been resolved. Thank you.
Customer Answer
Date: 10/27/2022

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,

*************************************
Initial Complaint
Date:10/25/2022
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 April 24th 2022 I had my first procedure.Amount of $5,952.00 was charged to my card on 3-9-22 I was told this amount would cover the procedures needed for the results I was told I would receive. The salesperson told me that, her family members had it done, and were amazed at the results. And that I would be too. I told her that I wanted to wear sleeveless shirts in the summer and have a toner stomach and flanks and she assured me I would. After around (5) procedures and waiting (5) months. I became very upset that the results did not materialize. The procedures were very painful. I have reached out to corporate, for over a month, and every time they told me a manager would call me, they never did. I finally talked to a case manager **** on 10-24-22, I told her how dissatisfied I was with their procedure and non results and demanded a refund. She told me she would not do that. I asked for a legitimate reason why, and she would not provide me with one. The say that all of the phone calls are recorded so please have them provide those to you. I have seen how many complaints, that have been filed with BBB and need your help. They had me sign on line and never sent me a digital copy, even after I requested one. Thank you very much.
Business Response
Date: 10/26/2022
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. We have spoken to the guest regarding this concern on 10/25/2022 regarding that the guest is fully treated and that we are not able to offer a refund as the contract does not guarantee results. A copy of the contract has been uploaded for review. We are working on gathering information regarding treatments to reach out to the guest with resolution within terms and conditions of contract.
Initial Complaint
Date:10/25/2022
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.
Prior to signing anything, I explained that I am in the military, so I travel a lot and do not have a flexible work schedule. I said that I would need to be able to schedule all treatment areas at once and would not be able to schedule until last minute at times, as I live hours away from their facilities and my job is unpredictable. I was assured that scheduling would not be an issue and that I could easily transfer between locations across the country, so I signed the contract for laser hair removal. They lied. It is nearly impossible to schedule anything unless you book it months in advance, which I cannot do because of my job. Also, in order to use a different location, you have to cancel your already scheduled appointments and fill out paperwork, only for the new location to be fully booked for the next couple of months. Waiting 2-3 months between appointments means the treatment is less effective and that I am unable to get the minimum of 9 sessions which was quoted to me. I called and spoke with the complaints department. *** was sympathetic and said he would pause my account starting 1 June 2022 and it would unpause for my appointment on 5 July 2022 (which would extend my contract to 8 Dec 2022), and pause it again right after the appointment. He would wait until September or October when I would be relocated by the military to unpause it again (which would extend the contract to 8 Jan 2023), as my schedule should be more predictable then. He said he would email me all the details, but I never received the email. I tried calling and emailing him multiple times, but I have not heard from him since our original phone conversation in May 2022. I reached out again and spoke with *****************************, who said *** would get back to me. I continued to email both of them, and have not heard anything. At my 5 July 2022 appointment, I was told my account was never paused. They have also canceled appointments on me, but the contract time was not extended.
Business Response
Date: 10/26/2022
It is our understanding that this has been resolved. Thank you.
Customer Answer
Date: 10/27/2022

Better Business Bureau:

Over the phone, they promised me 3 more sessions to be used within 540 days

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:10/24/2022
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.
I got scammed. I admit I should have done more research, but I got stuck in $2400 with Ally and Ideal Image does not want to give funds received back to Ally, despite no services being rendered. Based on research I know this is a common issue with Ideal Image. I have filed with Ally to have my loan cancelled, but they said they already sent the funds to Ideal Image even though my original email from **** said that the money wouldn't get sent until tomorrow 10/13/22.
Business Response
Date: 10/24/2022
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. There is no scam. Understanding your Service agreement means you understand our refund policy. The guest has an open dispute with the financing company and will be resolved on or before 10/26/2022.
Initial Complaint
Date:10/24/2022
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 had an online consultation for ultherapy and the sales person convinced me to purchase 3 areas, my lower ****************** and lower neck areas. She asked a few screening questions but never asked if I had tattoos - which I do. When I arrived to my appointment I was told they could not perform any of the neck ultherapy and told me they could credit my account $817. I told them I would like to call customer service as I felt cheated and scammed. I called and a caseworker was assigned to me, he was unhelpful and told me refunds are not issued even if it's Ideal Image's fault I could not have a service I paid for. Since then I have had my friends and family call for consultations of the same area and all of the sales people do not ask about tattoos. My next step will be to publish an article with my findings as well as a video on tiktok. I simply want my money back for a service they scammed me into buying and I never received. The company's greed is absolutely sickening.
Business Response
Date: 10/24/2022
We will have someone reach out to you to resolve your concerns. Thank you.
Initial Complaint
Date:10/23/2022
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 of transaction 10/4/2022 Ultherapy signup charge amount $1500 creditor Fortiva under ******************************* DOB 1.20.79 and charged on same day. I called Ideal Image I believe on 10/10/2022 wanting to cancel services that I didn't have and no longer wanting to move forward. I was told that I would receive a call back from someone to refund the services that I never received within 2-3 business days and I haven't heard back from anyone. I did circle back with my Neurologist since speaking with the rep from this company due to a brain aneurysm I suffered from which Ideal Image is aware of and some other health issues I wish to not disclose for personal reasons and stated that it may not be a good ideal for me to proceed with the Ultherapy services. So for this reason amongst other reasons I am requesting a refund back to original form of payment. The ***** % interest of this service is extremely high as well and on top of my medical reason I do not feel safe and comfortable with proceeding forward and I hope that this company can understand and will be willing to make a sacrifice of refunding the account because the service will never be used and there's nothing else I am interested in applying the funds to use at Ideal Image.I am requesting $1500.00 to be fully refunded back to original form of payment. Thank you.
Business Response
Date: 10/24/2022
There is currently a case open for this guest. We have tried to reach the guest but was unsuccessful. There was a VM left for the guest. We encourage the guest to reach out to us at their earliest convenience so we can assist with resolution. Thank you.
Initial Complaint
Date:10/21/2022
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.
Services 2017-2021 Initial round of services: $4900 financed through Ideal Image VIP service Second round of services for follow-up treatments: $2250 financed through HCS transferred to Ally (both paid off during promotional periods)The issue has not been resolved. Not sure if the Ideal Image team assumed that since it was not Paradoxical Adipose Hyperplasia (PAH) when I went in for the 2021 reevaluation that I was okay with the final results, but considering that my abdomen is now misshapen, this is still a major issue.I began treatment in 2017. When the initial cycles were not successful, we tried a second round of cycles to see if there was improvement. I was reevaluated in early 2020 after my final service and was told that I would hear from the corporate office or a local manager in three months or less. Understandably, the ******19 pandemic changed everything, but I followed up and left multiple messages at corporate and with the local **************** Most recently, I did reach someone at the *************** who shared that my case was approved for reimbursement and that my account had been updated with notes for that on Oct. 26, 2020.I went into the office for another follow-up reevaluation in 2021 because I was told that the details of my account were no longer in their system. I was also told that "no one could have or would have approved a reimbursement. We do not do that." The most I have received since that conversations were multiple "Let Us Know How We Did" survey emails. The shame, disappointment and anguish I feel every time I put on a girdle to hide my my misshapen body is only exacerbated by the harsh reality of the amount of time and money spent with Ideal Image.
Business Response
Date: 10/21/2022
Our records indicate that the guest was not diagnosed with PAH and is not eligible for reimbursement as the guest was fully treated. The records also indicate that the guest has been spoken to by at least 3 different medical providers regarding this information. Thank you.
Customer Answer
Date: 10/24/2022

Complaint: 18253104

I am rejecting this response because: Ideal Image just restated my issue without resolving it. My complaint clearly stated that I followed up my sessions with this complaint and was not diagnosed with PAH, but my body is still misshapen as a result of CoolSculpting. After my last visit showing this issue, there was no follow-up and still no resolution.

Sincerely,

S Bell
Business Response
Date: 10/26/2022
We have spoken to this guest regarding that the guest is fully treated and does not have PAH. We have gone over the contract as well that atest the following:
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.
You understand that the provision of cosmetic services is not an exact science and even reputable providers cannot guarantee any results. You understand that the goal of the service is improvement and not perfection. By signing this Consent you grant ********* for this service to be performed by a provider at Ideal Image. You have read this Agreement (including the Fee Schedule, Terms and Conditions, and this Informed Consent) in full, you understand, acknowledge, and agree to all of the provisions in this Agreement, and you have been given the opportunity to ask questions regarding the services.
Customer Answer
Date: 10/29/2022

Complaint: 18253104

I am rejecting this response because: There must be some confusion about the base of my complaint.
The business has now referenced PAH twice and now copied lines from the contract I signed. None of this is new or helpful information I do not disagree with any of that, nor is that my complaint.
As stated in my initial complaint, I am well aware that I do not have PAH. I am also well aware of the contract I signed, so I knew results would vary and did not expect perfection. I completely agree and would recommend a plastic surgeon instead after my experience. All of that was documented in my account and previous communications.
My issue is that my abdomen is misshapen as a result of the CoolSculpting treatments; that has been acknowledged by the providers mentioned, but no one from Ideal Image has said or done anything after the last two appointments nor this complaint to deal with this. Of the three medical providers I saw 1) I saw the manager and paid for a second round of treatments, 2) I saw another provider who acknowledged the issue and said they would follow up, but then never did, and 3) I called and emailed multiple times with no response (see original complaint) then finally saw a provider who said they would follow up and again, never did.
I hope this clarifies the issue and complaint.
- misshapen abdomen as a result of CoolSculpting
- lack of response and follow up
Sincerely,

S Bell
Business Response
Date: 10/31/2022
We apologize for any misunderstanding however the guest is not eligible for any refund/reimbursement as the guest is fully treated. The guest has been spoken to in regard to this. There will be no further resolution.
Initial Complaint
Date:10/21/2022
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 May 13, 2022, I signed up for laser hair removal for my face. During the consultation, I was told that the contract included a lifetime guarantee and it would cover any re-treatments I needed. I have PCOS, so hair regrowth is very likely, and the lifetime guarantee was critical to my decision to get the treatments. During my first appointment (at which I did not receive a treatment due to more misinformation), I was told that the lifetime guarantee had an annual fee and only covered a portion of the cost of re-treatments. I contacted customer service and asked for my contract to be cancelled. The woman I spoke with, **************************************, told me that a case would be opened for me and that someone else would contact me for more information. She also told me that it would be helpful for me to provide a letter from my doctor stating that I have PCOS, which I provided. About a week later, the woman assigned to my case, *******************************, left a voicemail for me and emailed me. Since then, I have emailed her several times, and left so many voicemails, I've lost count. I have not heard back from her at all. I also tried contacting ************************, with no response. The lender, Ally, started making payments to Ideal Image starting in June, despite the fact that I have not received a single treatment. I have been making monthly payments to them to prevent problems with my credit. To date, I have paid more than $300 to Ally, including interest fees.
Business Response
Date: 10/21/2022
We will have someone reach out to you today regarding your concerns. Thank you.
Customer Answer
Date: 10/28/2022

Complaint: 18252851

I am rejecting this response because:

******************* left a voicemail for me on Friday, October 21. I returned her call on Monday, October 24 and the call was sent directly to voicemail. I left her a detailed message with the days and times I would be able to speak with her this week. I also emailed her with the same information. I have not heard back from her. The issue has not been resolved and is, in fact, the exact problem that led to my complaint.
Sincerely,

*************************
Business Response
Date: 10/31/2022
We apologize for the delay in communication. We will have someone reach out to you today to resolve. Thank you.
Customer Answer
Date: 11/09/2022

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,

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

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