Complaints

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:05/25/2024

  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.

  Me and my sister paid almost ****** on full body laser hair removal. They offer scam prices which change and their contract doesnt align with what they say. All of the hair is back and even more, it is not reduced. They promised permanent reduction.

  Customer Answer

  Date: 06/13/2024

  Id like to withdraw my complaint. I left them a bad review. I might pursue legal action against them.
  
  Sent from *********************** ***********************

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 developed hypopigmentation after laser treatment. I requested a refund on services not rendered, as I do not want to continue with laser treatments due to possibility of worsening hypopigmentation or development of new hypopigmentation. I was refunded for face treatments, but not the remainder of body treatments. I am seeking refund on remaining $7,801.43 balance given this is a charge for services not rendered, as I will not be continuing with laser treatments.

• Initial Complaint

  Date:11/21/2023

  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 9/24/22 I purchased a laser hair removal pckg from a corporate Ideal Image location which includes the option of receiving services anywhere in the country. I began receiving services at the franchise location in this complaint when I relocated in January. On Saturday, 11/18/23 I had an appt for services at 3pm. Prior to this appt,there were changes to the areas that were being treated but the appointment time remained the same. The day before my appointment, I received a call asking if I could come in at 7:30am and in exchange, an additional area would be treated. I declined as I was not able to come in at that time & requested my treatment areas stay the same. I prepared for my appt & showed up as scheduled. I confirmed the areas at check in, however when I went to the treatment room, the technician, *********************** advised that she would be doing different areas (the areas on my original appointment which had been changed) and stated that since I didnt come in early as she requested, she would not be doing the areas I prepared for. I left the treatment area & requested a mngr.I was told no mngr was available. ***** continued debate with me and then decided to go into the office where I overheard her saying to her co-worker, I dont know why these people come from other countries and expect to get what they want She then came back out where the medical director, ****************** joined us in what I thought was an attempt to assist in finding resolution. ***** was unwilling. When I asked the medical director if she was going to address ****** unprofessional behavior & expressed that I thought the treatment was discriminatory, Instead of apologizing, I was asked to leave with a threat that security would be called. I asked why security would be called when there was no profanity or threat, In fact, I was wronged. I walked out with the medical director and requested my file be transferred to another location, which she agreed to & gave me the name of (the ******************** location).I advised her that I would be putting in a complaint about *****. On Monday, I received a call from ****** in the corporate office stating that I was banned from all franchise *************** forced to travel 3 hrs to a corporate location for services. ****** stated that there was nothing that can be done since the Franchise is separate from corporate. The franchise location not only did not complete services which I paid for, but also, their employee ***** discriminated against me, delayed services and retaliated against me with the backing of the medical director by banning me from other franchise locations, forcing me to be inconvenienced into having to commute 6 hrs to have services completed. The only resolution I received after speaking to 3 corporate employees(since I was banned from franchises) was to extend my treatment 3 months (which equates to 1 or 2 treatments) which I will have to travel 6hrs to get. I spoke to three corporate ideal image employees who all just kept reiterating that they could do nothing about the frivolous ban since it was a franchise location and that no one from corporate can do anything to escalate nor would anyone from the franchise be calling back. No manager or representative of the franchise ever reached out to find out details and there was no offer from corporate to contact the franchise owner to address the horrific comments made about my nationalitywhich by the way is American, born and raised, not that it matters. The way I was treated was discriminatory, retaliatory and deplorable. Instead of receiving an apology or recovery of services, I now have to incur more expenses to travel 6hrs and be hugely inconvenienced. The owner of the franchise and corporate ideal image needs to know how this location is being represented by its employee, ***** and I hope he or she does not condone these type of frivolous bans based on a franchise employees bigotry. Im now left hugely inconvenienced, with my services delayed and no acknowledgment or sufficient action toward the wrong that was done.

  Business Response

  Date: 12/01/2023

  On 11/18/23 this patient had an appointment for 2 scheduled areas.  The patient had inquired prior to this appointment about possibly adding another area to her appointment in addition to the 2 scheduled areas.  She was notified the day prior that the treatment provider did not have time to add this area due to having another patient scheduled immediately following her appointment.  The treatment provider offered to come in at 7:30 am however to treat all areas for this patient.  This was 1.5 hours before our office even opens.  The provider was going above and beyond to try to help this patient.  The patient could not do this time, which was not an issue, but she was advised the provider could probably not get the additional area treated at her normal scheduled appointment.  When the patient arrived, she inquired with the front desk what areas would be treated.  The front desk assistant was not aware of the entire situation and saw in the computer that we would attempt to treat all of her desired areas.  When the patient was taken to her treatment room, the provider advised her that she only had time for the 2 original body parts.  The patient became very upset and started yelling.  She left the treatment room to go to the front desk.  I was in another treatment room, providing a medical treatment to a patient, when a friend of my patient asked to wait in our room instead of the front office due to being uncomfortable up front.  She told me that a patient was screaming at the staff and abusing them verbally and she was scared to sit up there.  I advised her she could wait in our room and I went up front to see what the situation was.  I saw this patient in the hallway screaming at our staff.  As a physician and medical director, I tried to inquire as to what had occurred.  This patient was extremely rude and confrontational to all staff in the area and would not calm down.  I advised her that she would have to leave and we could address this at a later time when she could calm down.  It is not appropriate to treat our staff in this manner or make our other patients feel afraid for their safety.  This patient  requested to be transferred to ******* for her remaining treatments.  We notified *****, the corporate office where this patient purchased her treatments, of her behavior.  They advised us that they would notify this patient that she would no longer be treated at our office and could only be seen at a corporate office.  She was also notified that her behavior would not be tolerated.  Upon reading corporates notes from her previous visits, this behavior is a pattern for this patient.  We will not subject our employees to abusive treatment and do not deserve that.  Our provider tried to go above and beyond for this patient and this was the response she received.  At no point was race brought up on our part; however , the patient did say to us "I guess the way I look is why you won't treat my areas".  We take great pride in treating all patients with courtesy and respect.  This patient is no longer welcome in our facility due to her abusive behavior and will need to receive treatment at a corporate office if they are agreeable to treating her.

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20902735
  
  I am rejecting this response because:
  
  It is not objective. There is an entirely false narrative that **************** has created in her response. 
  
  As stated in my initial complaint, the resolution requested was to have this escalated to the Franchise Owner, CEO, Board of directors & Ideal Image Corporate Franchise relations in order to work on a amicable, fair resolution which does not include returning this location, but also doesnt involve the huge Inconvenience of traveling hours for treatment which I have already paid thousands toward. That request was completely disregarded and instead I heard from a party involved in the complaint.
  

  This is a gross injustice. 
  
  Receiving a response from ****************, who was physically present & involved with the initial complaint is not what I would consider fair.
  
  Although ******************, as she pointed out, is the medical director at this location, she was also directly involved in this complaint & as she stated to me, friends with the technician for years. To have her respond, especially with false statements, is far from resolution.
  
  It is very concerning that Dr. ******* verbatim statement referring to me is that Upon reading corporates notes from her previous visits, this behavior is a pattern for this patient. 
  
  This statement is a complete lie. 
  
  I have never had any issues from previous visits. As a matter fact my interaction has always been quite pleasant. 
  
  If there are notes indicating anything different, they were added after the fact by ****************** or at her direction. 
  
  I have no choice but to believe that is the case, as her statements are far from the truth & come across retaliatory in nature. 
  
  As a physician, **************** should know that improperly altering medical records or creating false records is highly unethical. This should not be tolerated as it goes against physicians code of ethics & is not in line with a physicians duty to uphold the dignity and honor of the profession. The code states that improperly altering medical records or creating false records is not tolerated.
  
  What she is doing is also a direct violation of my patient rights. 
  
  On that day, I was upset however, Id like to reiterate that I was never threatening, abusive, nor did I use profanity. Again, I was simply upset. I only asked that my concerns be heard by ****************** which they were not. 
  
  Judging by her inaccurate account of the events leading up to that day, the actual events that day and what followed, she either still does not understand or does not care to understand. It seems she would rather, still take the side of the employee and even go as far as lying. 
  
  This is why my request is to hear from someone else in an authority position, higher than her. 
  
  Use of her title as a physician and medical director at the location to misrepresent what happened in a matter of fact way and dismiss my concerns is an abuse of power.
  
  There was a clear miscommunication regarding the appointments. Instead of handling it fairly and professionally, I was met with retaliation & the discriminatory statements were dismissed instead of addressed.
  

  Id like to Reiterate discriminatory statements were made about my perceived nationality, as mentioned in my initial complaint, which did not mention race, but it seems race was a factor as it was mentioned by **************** in her response. 
  
  This is something that should be looked into.
  

  Instead of acknowledging my concerns, **************** decided to explain her friendship with the employee and insisted that she has known her for years and ***** would never make such statements. In addition, she is making blatant false statements regarding my medical records & lying about what happened as well as the events that followed. When a corporate representative contacted me I was never reprimanded about my behavior as she stated. I was simply told that the franchise decided that I can no longer visit any franchise locations due to a behavior issue and that I must go to a corporate location as per their request. Subsequently, I have to go to a location that is several hours away. When I left the location **************** knew that I wanted to go to the ******* location (also a franchise which she was aware of & agreed to) but then decided to put a stop to that and inconvenience me by forcing me to travel several hours. This ultimately results in more time and money being spent as well as a huge inconvenience. This was purposely done in retaliation.
  
  As I Mentioned before, ****************** arrived after the fact and did not know all the details. My only request was that I be heard & treated professionally and with the same courtesy that all customers would be treated with. I was not even given an opportunity to explain to her what the circumstances were. Instead, she allowed ***** to keep engaging in a back and forth with me. When I asked ***** if she wanted to debate or come to resolution, her reply was. I want to debate. All in the presence of ******************, who made no attempt to find resolution. 
  
  Although I understand her wanting to defend the employee who is also her friend, making false statements is not the answer and should not be tolerated. 
  
  I would hope that the behavior at this location does not represent how ideal image does business. 
  
  At this point, being that there is not even acknowledgement of the wrong that has been done and my request to escalate this higher than the parties involved is being disregarded, Id like to request that money paid to this location be refunded back to me so I may put that toward the additional travel & inconvenience I have to incur. This whole experience has been highly stressful and the attack on my character with blatant lies has left me uncomfortable with the whole situation.
  

  If a physician is blatant enough to lie about medical records, Im not sure what else can be done. 

  I am sincerely looking forward to hearing from someone who will objectively look at this situation and provide resolution. Thank you.
  
  
  
  Sincerely,
  
  ***************************