ComplaintsforIdeal Image

• Initial Complaint

  06/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I entered into a contract with Ideal Image - Peoria AZ in 4/2021 in **. I moved to ** in 08/2022 moving my mother into a nursing home. I called and told Ideal to cancel my membership for 2023 forward. They did not. I never received any communication from them until 04/2024 and I got a bill for $299. They said I never answered their communication. There was not any. So again I am out $299. I contacted the Company again and changed Credit Card numbers.

  Business response

  06/24/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

  Customer response

  06/24/2024

   
  Complaint: 21887445
  
  I am rejecting this response because:

  Ideal Image is not acknowledging the fact that I cancelled my 2023 membership well in advance of 30 days at their ************* in **. Additionally on my first call regarding 2024 they said they sent me communication regarding the membership, they did not. Their offer to resolve is a product and I am not interested in doing business with them. The person I spoke to was definitely not helpful and not interested in a resolution. 

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

  Business response

  06/25/2024

  We apologize for your experience. The membership has to be cancelled within 30 days of purchase to be eligible for refund.  We are happy to offer credit for the value of this purchase however, refund is no longer an option

  Customer response

  06/25/2024

   
  Complaint: 21887445
  
  I am rejecting this response because:

  Hard to respond in 30 days without your company doing what they said they would do. I didnt know about the charges until I received my bank statement.  I have no respect for your cavalier attitude. I received NO services, you choose to not act on the fact that I cancelled my membership and you continued to charge me. Quite the scam. 

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

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received botox on May 5th by an fairly new injector at the ****************,** location. I then had to return less then 2 weeks later to another location ( ***************, ** ) to get a "spock" brow fixed. By June 5th all botox had worn off due to misplaced treatment on May 5th.I called customer ******************** to complain. They had a manager from **** of ******* call me back he apologized and that's it. I spent $600 of my hard earned money and did not get the services I paid for due to the inadequate skills of a new employee. I should not have to bare the burden due to this company not hiring properly trained staff. I'm requesting a refund.

  Business response

  06/17/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

  Customer response

  06/17/2024

   
  Complaint: 21857198
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spent 1300 on BBL skin lasers here on 03/29. I told them I had a death in the family and had to leave in the middle of the month and I needed the appointments before then. They assured me that they would be able to get me in before that. I called on Saturday and asked for a refund because I had to leave. they miraculously ended up being able to get me in this week. I had an appointment Wednesday for my chest and face and I was supposed to have an appointment today for my shoulders and arms. I got my chest and face done Wednesday. I have gotten these lasers done in the past and I called and advised I didnt get the same reaction as the past. I advised *** my skin didnt get red, it didnt feel like sandpaper and it wasnt starting to coffee ground. she kept saying that I wont see coffee grounds for 1-2 weeks. I advised in the past the texture of my skin was different and I was seeing the coffee grounds after a few days. And I was supposed to get dry. i asked if its possible the settings werent as high and she replied that they have to keep the same setting for everyone (which isnt true) she acted super unprofessional and said I know what Im doing!. Ill just cancel this appointment you have for your Arms and shoulders today..(bigger more expensive areas I paid for.I have waited WEEKS for this appointment and missed out on family time for them to treat me like s*** and not take my concerns seriously. I want my money refunded! They didnt do the services I paid for. . you dont treat people like that! . when I asked for a refund for the services I didnt receive- she wouldnt give me a refund. she said refund has to be approved and her manager doesnt get in until Wednesday because of a family emergency I felt like they took my money and treated me bad right after. however they didnt finish out my treatment. Id like my money back.

  Business response

  06/17/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took out an Ally loan to finance an Ideal Image laser hair removal package consisting of full bikini and underarm areas in May of 2022. It was almost $5,000 that I paid over the course of 18 months and I went to all of my scheduled appointments. Im now growing hair back just as frequently and just as coarse in my underarm area. Im also growing hair back in my full bikini area, although it is less frequent and less coarse. I would like to request at least a partial refund, since my laser hair removal package did not meet my expectations, and I dont have the money to spend on touch *** for something that should have gotten rid of the hair in the first place like the salesperson assured me. I felt like I was talked into purchasing a package without the reassurance that it would get rid of all the hair permanently. This business doesnt provide the quality of service for the amount of money that is spent.

  Business response

  06/17/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

  Customer response

  06/21/2024

   
  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. *****************************, the clinic manager of the ************** location, met with me today and offered me 2 free touch up sessions for both bikini full and underarm laser hair removal. She put this in my profile notes which should indicate to the front desk that I will not have to pay for my 2 touch up sessions.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract with Ideal Image back in February 2024. Since then I only received 1 service in March 2024. I am financing my service and I've been paying with no services rendered. They say they will not cancel my contract or give me back the money I already paid. My appointments have been cancelled and I haven't received any service.

  Business response

  06/17/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

  Customer response

  06/17/2024

   
  Complaint: 21849441
  
  I am rejecting this response because:
  
  Sincerely,
  
  Wlehglowdieh *******

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a package from Ideal Image for laser hair removal and Botox in April for $2411.40. Ideal Imagine determined that they could not perform the laser hair removal and asked to cancel the service. I told the representative that I was only getting the Botox as part of the package that had been offered to me and wanted them to cancel and refund the full package. I was told that would be no problem. I had to follow up multiple times about getting a refund and finally got a refund for $1668.08 on May 10. I have been calling repeatedly about getting the remainder refunded and was just told that they refuse to refund me the remaining amount. I expect a full refund of the entire package. Because they unable to perform the primary service, I am not interested in receiving the other services. I would like a refund for the remaining balance of $743.32.

  Business response

  06/17/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

  Customer response

  06/18/2024

  
  Complaint: ********
  
  I am rejecting this response. I called the number as requested and was told that someone would give me a call. Until I understand whether they plan to provide a refund, I cant determine whether the issue has been resolved. 
  
  Sincerely,
  
  *******************************

  Business response

  06/19/2024

  I apologize for the confusion, we will contact you directly

  Customer response

  06/24/2024

  
  Better Business Bureau:
  
  Ideal Image agreed to refund the remaining amount in reference to complaint ID ********, and this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I visited Ideal Image in hopes of getting rid of my stubborn belly fat with CoolSculpting. When I was speaking with one of the employees there, she stated that I would need two rounds of CoolSculpting. However, I was hesitant to sign anything because, you know, people lie. She reassured me that I could cancel the second session with no issues and that their company is different from others where you have to sign contracts.Unfortunately, I believed her and signed anyway. After the first session, I saw NO PROGRESS at all. None whatsoever. Since the lady had told me I could cancel with no issues, I called to cancel the session. That's when the issues started. They told me they couldn't do anything because I had signed a contract. My mouth dropped because I believed the lady's lies. She trapped me into signing it by providing false information and false advertising. I was in disbelief.They took forever to call me back, "trying to come up with a solution." They offered me laser hair removal as a replacement for CoolSculpting. I barely grow hair and didn't need that service. They proceeded to lie and state, "Since we offered you a good deal, if we charged regular price, it would be more than $7k." I'm not sure why they couldn't just pretend to charge me for one session with that deal.Now I am stuck with a bill of over $6k for a session that didn't even work and a second session I NEVER did. After seeing a few reviews, it seems like this is what they dosteal people's money. I would honestly like my bill cut in HALF since I only did ONE session. I was lied to and convinced I wouldn't have an issue canceling. Very disappointed with how they handled everything. They need to stop lying and telling people they can cancel.

  Business response

  06/13/2024

  This client is associated with a Franchise location.  Please contact the franchise owners at: **************   For assistance with your concerns

  Customer response

  06/13/2024

   
  Complaint: 21841926
  
  I am rejecting this response because: this was the listing that I picked for *****************. THEY DO NOT HELP YOU!!!!! They do not care!!! This business is a scam! I spoke with another company and they informed me that cool sculpting provides NO results.  
  
  Sincerely,
  
  *******************

  Business response

  06/17/2024

  This client is associated with a Franchise location.  Please contact the franchise owners at: **************   For assistance with your concerns

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to get a quote. I provided the radio information but I wasnt given the radio discount which I thought was a part of the online inquiry but wasnt a part when the consultant called me and gave me the price. Nonetheless I agreeed because I needed the service done asap for surgery. 4 days later they are offering an even better summer discount offering a free area in addition to prices lower than I paid. I called to so they can address this issues and allow me the discounts I thought u thought I was being offered

  Business response

  06/13/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 14th I did a video consultation and was very excited to get laser hair removal since its been about 10 years since the last treatment. I even paid $141.12 to hold the first appointment, which was canceled for other reasons. A couple of weeks later my husband who is the main provider, lost his job. I called today, June 10, to try and cancel because the timing is not right as of now. It would be too insensitive to be vain and selfish at this time! Instead of a resolution, she said I had 3 days buyers remorse to cancel and she cant help. Well I dont have buyers remorse, but I do want to be financially mindful for my husband who seems to be having a hard time getting another position. The rep did not seem to care if we cant make any payments. I have yet to receive any treatments. She sent over a copy of contract and no where did it mention 3 days buyers remorse, which should be illegal especially if I havent started services. And so this is my formal complaint. They need to have a little more compassion on my situation and others who are going through a financial hardship. Please do the right thing and cancel my contract.

  Business response

  06/13/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a package deal with ideal image 4/28/2023. This included coolscupting of my chin, lip fillers and laser hair removal. This package cost &*******. I was promised to be scheduled very soon since I was graduating college and had events and high school reunions coming up in 3.5 month. I was unable to schedule for a few months and missed my graduation and reunion due to them not having a provider. I asked for a refund since they could not provide the service. They told me no to a refund and that I could drive over an hour to their other clinic in another town. I could not commute with my hours and children so I waited months for a provider locally. I had a few sessions of hair removal and cool sculpting when that provider quit. I waited again months for a new provider. I had a couple more hair removal sessions and then that provider quit as well. I rescheduled for this coming Wednesday the 12th but just received another email saying they no longer have a provider and will reach out when they do. My hair removal is no where near completion and keeps growing back between sessions. They do not return emails or calls. The sales lady who talked me into and sold me the package promising it before my graduation and reunion conveniently no longer work at Ideal Image. I just want my money back so I can go to a place of business who has a provider to provide me services in a reasonably time reliably.

  Business response

  06/10/2024

  We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

  Customer response

  06/10/2024

   
  Complaint: 21825454
  
  I am rejecting this response because: As requested, I called Client services. They took my name and transferred me to the local clinic at 1304 on 6/10/2024. No one answered as there is no staff and the clinic is closed. I called back and at 1304 spoke with Client services. They said that I had completed 5 cycles of hair removal and this fulfills the contract. No where in the service terms I was sent does it state this. I attached the service terms.  In my service terms it states 15 sessions/cycles had been paid for. Ideal Image is unable to fulfill the terms of my contract due to no provider and the clinic being closed. This is not the first time this has occurred that there was no trained staff to perform my services. No attempt to resolve the issue was made in part by client services other than to email the local clinic on my behalf. I have a large amount of visible hair in the areas I paid to have removed per my contract. Over $3000 dollars for hair removal that is not and will not be able to be completed. Providers continue to quit the company looking for a better culture elsewhere which in then turn also leaves the clients without services provided. 
  
  Sincerely,
  
  *********************

  Business response

  06/13/2024

  This client is considered fully treated per her service agreement. Page 3 section 3 as follows: 

  ) For laser hair removal services based on five (5) treatments and four (4) zero cost touch-**** if treatment service has begun, you
  will receive a refund in the amount of the total service fee price we received divided by five (5) treatments then multiplied by
  the number of outstanding treatment services from the 5 treatments, less $100;

*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. ↩