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 Laser Hair Removal of Augusta

  339 Furys Ferry Rd Ste 2 Martinez, GA 30907-3072

• 

  Ideal Image

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

  595 S Federal Hwy STE 220 Boca Raton, FL 33432-5541

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:10/21/2022

  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.

  They Advertise a fee as a Lifetime Membership except its actually an Annual membership that must be paid yearly (Not once)

  Business Response

  Date: 10/21/2022

  The LIfetime Guarantee is included in the Lifetime Guarantee Membership. If a guest chooses to not renew yr their membership they will still have the LIfetime Guarantee from the first years purchase. The membership includes a free gift and Membership discounted pricing - which is what the guest would lose if they choose to not renew the membership.

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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 August 3, 2022 I called Ideal Image. They immediately signed me up and got me qualified for a loan for $3,800. I then had a video chat with a Aesthetic consultant and was immediately approved for 2 different procedures. On August 16, 2022, (my first procedure) upon arriving at the clinic I was immediately told I was not a candidate for one of the two procedures that I was initially approved for. I asked if I could get a refund and was told I could use the additional funds for more sessions of the other procedure. The next day I arrived for the 2nd procedure. Just a few minutes into the procedure an alarm went off and the technician ran into the room and shut down the equipment. She then told me I could return in 40 days to start my initial session for my 2nd procedure again. I have been making loan payments for not just one procedure but for two procedures and I haven't even completed my first session yet. To add insult to injury, ********* just emailed me to let me know that I have $8000 more to use for additional procedures. I was under the impression that my loan approval was based on $3,800 and not $11,000. I have since terminated my loan with Ally and wish to terminate my contract with Ideal Image. Apparently everything was done online since I have no hard copy of my contract with Ideal Image. The loan agreement with ********* is 9 pages long. I will continue to search for my Not so Ideal Image contract.

  Business Response

  Date: 10/21/2022

  The guest was approved for ********* through Ally lending but the guest only accepted a loan for ********. Ally is letting the guest know that if they would like to use additional funds they can however the guest does not have to accept or use additional funds - it is their choice. The guest does have a case open and it is under review. We attempted to reach the guest on 10/20/2022 but we were unsuccessful and left a voicemail. We will attempt to reach the guest again today. We enourage the guest to reach out to us at their earliest convenience. Thank you.

  Customer Answer

  Date: 10/28/2022

  Good evening,

  
  

       This is ************************* complaint # ********.

  
  

  Ideal Image called me on Friday morning and agreed to refund my money!

  
  

  You can cease any further action.

  
  

  Thank you very much!

  
  

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

• Initial Complaint

  Date:10/20/2022

  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 did an online consultation with Ideal Image, I was originally just interested in Botox for my jaw for TMJ. I ended up being interested in botox for my forehead. She talked me into the Ultherapy, I explained my concerns for this procedure based on history I have had with facial procedures. She said it should be fine but if I tried one and didnt like it, I could cancel and get a refund. After reading more into it, I am not at all comfortable with the procedure and asked for a refund. They put in a ticket and when I was called, they said no. I signed a contract. One, how can you truly evaluate ones skin when you are on a zoom call not face to face? Two, the lady who sold it to me told me I could get a refund now I am told I can not.The store location on *************************, ********, ** did reach out and asked me to come in. I did we talked, I got a letter from my dermatologist and emailed it to a ***************************** who said she would send it to district. I did that on ****. I have received ONE email only from her since then saying she forwarded it on. I ask every week or two for an update with NO RESPONSE. I have attached the letter from my dermatologist saying she did not agree with my getting this ultherapy since I have had skin cancer

  Business Response

  Date: 10/20/2022

  This guest has a case open and it is under review with our medical team. Once the review is completed we will reach out to the guest to resolve. Thank you.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18248626
  
  I am rejecting this response because:  They have had the medical information for over a month.  It was sent on 9.13.2022.  It doesnt take this long to review.

  They are stalling.  This is unacceptable.

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

  Business Response

  Date: 10/21/2022

  The medical information was given to our team on 10/19/2022 and has been under medical review since then. Once completed we will have someone reach out to you. Thank you.

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18248626
  
  I am rejecting this response because:

  Why  did you not receive it until *****? I sent this to ******* per her request on Sept 13. I did my part, you all are not following thru. 

  I have attached where I sent it on **** for forwarded again to her since I was not getting a response.

   

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

  Business Response

  Date: 11/01/2022

  It is our understanding that this was resolved on 10/24/22. Thank you.

  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:10/19/2022

  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 contacted Ideal image around August and had a coolsculpting procedure scheduled around the end of September.. When I realized I wasnt going to be able to make (Due to being out of town for the company Im with) I cancelled my appointment. This cancellation I felt was well ahead of time.. That being said I continue to go on and not think anything of it. The way I was thinking was that cancelling my appointment ahead of time IdealImage wouldnt take the money from the lending company but I was sadly wrong. A month later Im getting messages saying I have a late payment for Ally Lending. So I tried to contact **** and see what it was for and couldnt get ahold of them. I called Ideal and they said theyd send a report to someone and theyd contact me within the next week to follow up. After getting off the phone with Ideal, I finally got ahold to someone and told them the situation I had.. saying that theyd work on the case. Im still in the process of hearing back from them. But today I got a call from an Ideal associate, narrowing it down that they dont do refunds. And its somewhere in there policy.. while on the phone I try and look and theres a one time password that you have to go look at the policy. So I couldnt get in. I told them why I couldnt make the appointment and that I cancelled and just wasnt expecting them to take it out. So Im a little confused as to why Im just now learning that even if you cancel the appointment well ahead of time. The day of your appointment Ally lending still sends them the money? That seems very odd to me.. Ive emailed someone from ideal to see if I can get a copy of the policy but no response yet. I just dont agree with how they blindly throw the no refund at you when its not a refundWhen there was ZERO work done. I cancelled my appointment well before time on the online portal. Had no work done, 0 calls from ideal saying that they were going to proceed with withdrawing the money from Ally.

  Business Response

  Date: 10/19/2022

  It is our understanding that this matter has been resolved

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18247493
  
  I am rejecting this response because: After discussing over the phone trying to get it resolved. I got to thinking that the way it was handled wasnt exactly what I was looking for the person I spoke with threw in a free option on my part but the way he went about it just seemed odd. Ive been thinking and trying to look at Ideals policy and I just dont agree with the way things were handled. I had an appointment scheduled and canceled it well ahead of time.. Ideal still withdrew the money from AllyLending as if I had a procedure completed.. No one mentioned to me that once signing up for AllyLending and confirming your appointments itll automatically take the money if cancelled.

  A refund is, typically a payback to a customer who is not satisfied with goods or services bought. That being said, I never had the services completed.. So why would you take the money from Ally when 0 procedures were completed. Id like to see in the policy where it states that no matter if you cancel the appointment or not they still will take the money from ally.. Because it wont let me even open up the policy because it has a 1 time password. I knew something sounded off when I talked over the phone, it didnt make sense. So I started thinking afterwards that maybe I should look into it. Obviously the issue isnt resolved because Im not very pleased with Ideal continuing to obtain money for something that they didnt warn me of. And especially for taking the money when the appointment was cancelled. No goods or services were done.. I shouldnt be asking for a refund. I should be asking why you continued to take the money after the appointment was cancelled. But Id rather ********************** just simply return the money to Ally and be done with this mess. I dont care to have any services completed anymore, Im not pleased with certain things.. If I could ask for anything itd be that Ideal return the money to AllyLending, and that from now on when other people go about it this way Ideal needs to inform them that no matter if they cancel the appointment or not theyre still pocketing the money from Ally. (Which seems completely wrong and crooked). Where I come from you dont get paid until the jobs done or completed.. I dont mean any of this in a rude or bad way.. I just simply do not agree with it and its frustrating that it happened. Again, IdealImage case worker You obtained money before the work was completed, no services were done to me.. I cancelled well ahead of time both appointments due to the fact that I knew I wasnt going to make it. Thinking that once the appointment was cancelled **** wouldnt collect the money from AllyLending  because the appointment was cancelled and NO work was done. Please hear me out from my perspective, Id really appreciate it if youd give the money back to AllyLending. 

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

  Business Response

  Date: 10/20/2022

  Ally lending loans allow guests to be scheduled for treatments as treatments while making payments to Ally Lending. Ideal Image is unable to schedule appointments with guests who have not paid in full or have payment plans set up. Once the loan is accepted the funds are paid onto the contract to allow scheduling. If appointment is cancelled, this would not affect the loan or the terms of the loan agreement (which is a 3rd party agreement). The funds were taken at time of acceptance of loan and signing the contract, not when the appointment was cancelled. The contracts state that they are non-refundable even if services have not been rendered. The guest cancelled the dispute with **** lending therefore we were under the impression that this has been resolved. A copy of the contract has been uploaded for review. We will have someone reach out to you to resolve. Thank you.

  Customer Answer

  Date: 10/24/2022

   
  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:10/19/2022

  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.

  Review fromAbdul M 1 star 08/20/2022 Between my daughter and my wife, we spent over 40K with this company with very poor results or no results. Their promised results for hair removal are lies. treatments were not done on regular bases according to the agreement, they my wife arm had burn spots and was painful for a while, this was due to the ****** treatment she received. On a separate issue they charged our card for a service not related to the original agreement and they did not provide any service for that charge. I have evidence showing they get people to sign up with sales tactics of promising that hair will be gone for good just to get people to sign a contact. They have ignored all of my communication effort via email or by phone calls. They basically failed to deliver and fulfil their obligation. they owe us a refund.

  Business Response

  Date: 10/19/2022

  The only account we can locate is ********************** with the information provided. 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. Contract has been attached for review. Ideal Image contracts are non-refundable and Laser Hair Removal results are not guaranteed.

  You hereby make the following acknowledgments with respect to the services to be received by you under this Agreement: 
  (i) You hereby voluntarily consent to the elective *** services and understand that the *** services will be provided with a Candela Alexandrite Laser and/or a Candela GentleYAG laser. These lasers are manufactured by a third party, ******************** You understand that the *** services must be repeated several times before satisfactory results are achieved, although there is no warranty or guaranty that all hair will be permanently removed from the area. You understand that a different laser service provider may provide your *** services at each of your sessions.

  We have offered free touch-*** as well as clearing balances previously for this guest. The guests contract was for $19,665.00 and the guest paid into the contract $14,212.35.

  Thank you,
  
  

• Initial Complaint

  Date:10/19/2022

  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.

  In April or March of 2022 I paid for a year membership ($250) which included a free service. Among my choices were forever young BBL, which I selected. The facility has been unable to accommodate me with an appointment for approximately 7 months now. When they did get me in for appointment, they failed to tell me that I was to have stopped one of my topical medications 2 weeks prior or risk severe *****. As a result of their incompetence, I was unable to complete my procedure. Ideal Image has not been able to provide me with another appointment because they do not have adequate staff to provide services for the number of people to whom they are selling this membership with phony benefits. I did not pay them $250 as a donation to their business. My membership ends in 5 months. Because membership also provides for discounts on services and I received Botox at a discounted rate they are refusing to give me a refund. I offered to pay the difference on the discount if they would return my money. They refused. The free service was how they sold me the membership and they have not provided that service. This is an unethical company. They have stolen $250 from me and I am furious that they are getting away with it.

  Business Response

  Date: 10/19/2022

  Thank you for reaching out regarding your concerns. We apologize about the delay in scheduling as well as the appointment that had to be rescheduled. The free gift has been extended another 90 days and the guest has been added to the wait list. We have attempted to reach the guest with no success. We encourage the guest to reach out to us at their earliest convenience. Thank you.

• Initial Complaint

  Date:10/17/2022

  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 has not followed their contract yet is holding me to the one I signed with them. Their customer service is absurd and unhelpful.I began laser hair removal in February of this year. (2022) I didn't confirm 24 hours in advance for one of my appointments so when I got to the business they informed me my appointment had been cancelled. Since I wasn't aware of that policy but had it explained to me at that time I understood it was my responsibility. After that my appointments began being cancelled by Ideal Image. They never gave me 24 hour in advance notice and one time cancelled hours before my appointment. I even flew home from vacation once so I could get to my appointment, they cancelled it hours before and I was out my airline cost. Note...they cancelled with my phone number, keep that in mind as you read more...At that point I began trying to get a hold of customer service and was met with, "we have notified **** (my case manager) and she will get back to you within ***** hours". On August 16 I had an email from **** saying she could not reach me since my phone was disconnected, what??? Remember, they cancelled my appointments with that number. Anyway, I replied to ****'s email confirming my number. No reply, no call. I sent over 10 emails to **** with no reply. I've called and she's never available. So, I started commenting on ******** ads and customer service reached out to me. They stated someone would get back to me within 3-5 business days. Nope, didn't happen. I called customer service again and was told no one was available and they'd get back to me within ***** hours. I've been told TWICE by customer service that the ************** is a mess and we don't have enough providers" yet they sold me a 5k+ package and never made me aware of that issue. Ideal Image states they are here to build confidence. They've done nothing but erode mine. This is frustrating and definitely a helpless feeling.

  Business Response

  Date: 10/19/2022

  We have attempted to reach the guest via phone but were unsuccessful at reaching the guest as well as leaving a ** as the ** is full. An email has been sent to the guest. Please reach out to us at your earliest convenience so that we can resolve your concerns.Thank you.
  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18235185
  
  I am rejecting this response because:

  My phone number is valid and my VM is not full. I have called several times to verify my phone with them because they were initially saying my number was disconnected. Every single time I have called the representative for my case has not been available. I have had VM messages left by others that have called me yesterday. My VM is not full. 

  If you read online about complaints for this business they state that not being able to reach a client is almost always their first response.

  Perhaps this is a case that requires further action as they continue to say things that are absolutely untrue. 

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

  Business Response

  Date: 10/20/2022

  We have spoken with this guest and offered resolution. Thank you.

• Initial Complaint

  Date:10/17/2022

  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.

  I purchased a package for cool sculpting earlier in the year. Once I began treatment with the provider in the office in March, I was told that the package sold to me by the sales rep was not enough "credits" for the full treatment of 3 rounds of cool sculpting that I was promised. I was forced to cut back on my treatment plan to 2 rounds, as I did not want to spend more. Then, in June when I returned for my second round of treatment, I was told by the provider that the amount of "credits" remaining in my account would not even fulfill the cut-back treatment plan, and I needed to buy "1.2 credits" to finish the new plan. I was told it would be an additional $670.96. I reluctantly paid this amount in the office. At my next appointment, I was told by the provider that they miscalculated the amount of credits I needed, and that the additional 1.2 credits were not necessary. They said I could apply the $670.96 that I had paid towards another treatment. I do not want any other treatments from Ideal Image. I just want my money back. I called them regarding this issue at the beginning of August, and explained the situation to their customer service. I was told someone would follow up with me. I got an email from ******** at Ideal Image on August 8th and spoke to her shortly thereafter. I never heard back from her. I emailed her on 8/23, 8/31 and 9/7. I received a response on 9/8 that she was still looking into it. It has been 6 weeks and this charge is accruing interest on my credit card. I would like it resolved as soon as possible. Thank you for your time and consideration. Please see the attached documents.

  Business Response

  Date: 10/18/2022

  We have accepted her Credit card dispute charge back. Funds will remain in her account and contract cancelled

• Initial Complaint

  Date:10/17/2022

  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.

  9/26/22 -my credit credit card was charged by Ideal Image prior to a service being performed.10/1/22 -upon arrival to my appointment, I was informed I was not a candidate for the service I was seeking. Requested a refund on site, and was told it would take 3-5 days to receive.10/5/22 -No refund received. I contacted customer service to check on the status of my refund. I was told it would take another 3-5 days.10/10/22 -Refund still not received. Contacted customer service again to check on refund status and was told it would be another **** days to receive a refund due to a "refund review process".10/10/22 -I contacted my credit card company to dispute the charge.10/15/22 -Still no refund received from Ideal Image.

  Business Response

  Date: 10/17/2022

  We will have someone contact you to resolve your concerns

• Initial Complaint

  Date:10/17/2022

  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 Dysport injected and had 50 units paid for on the books. The front desk person said i didn't need to purchase more and that I had enough units. After the service I was told I needed to pay for an additional e0 units. When I told them I was not told j eaz going to have extra injected and I would not have had the extra injected if told about it they said I could talk to the manager zbout it. I waz just on a lunch break and could not wait for the manager to come back to the store and I had to go back to work. I was told the manager would contact me to discuss the matter. When I missed her call because I was working, they decided to just charge my on file credit card. The Dysport never took on my face on top of bring charged extra. I have spoken with customer service many times and told I'd be called back to resolve the issue but I never get a call back after months and numerous calls to their customer service number. I've even been told the Dysport has been discontinued before it was even injected into my face. I would like my credit card charge to be refunded and either the dysport redone (or as botox since they have discontinued dysport) or refunded.

  Business Response

  Date: 10/17/2022

  This guest is fully treated for the units she is requesting refund for. We do not provide refund for treated services as our services offer no guarantee of results.

  We have already provided this guest with her expired units and can continue to use those that remain

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18227524
  
  I am rejecting this response because:  the Dysport had gone bad, I asked for enough to use up what I had credit for but they charged me for more. I don't know if they put more in or not because if had gone bad but if they did it was without my consent and charged my credit card for extra I did not ask for, did not want, and did not approve. This is theft. I was a loyal customer for years before this incident. If this is not fixed and refunded  I will make it my mission to make sure everyone knows what a lying, thieving company this place has become. I work very hard for my money to have if stolen from me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2022

  The units are available for use in your account