Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stupidly got roped into scheduling to get fillers at Ideal Image over a Virtual Call. I was offered a financing deal, so I didn't have to pay all at once. 1 canceled my appointment, assuming that my commitment was to Ideal Image was terminated. Much to my surprise, the third party financier billed me automatically. When I called Ideal Image I was told I was still liable for the *****. 00 dollars, even though I was advised not to get fillers. I asked to speak to their Medical Director and was told that I couldn't. They told me I could use the $$ could be used for other services. After how I have been treated, no way would I go to Ideal Image, since ****** in **************** hung up on me when I requested to speak with a Medical person, I dont think that I would get satisfactory service.

  Business response

  01/29/2025

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

  Customer response

  01/29/2025

   
  Complaint: 22869122
  
  I am rejecting this response because:  I have spoken with Ideal Image and they are unwilling to dissolve my complaint.  They have told me that I signed the contract therefore, I am responsible to repay the $1800 dollars even if I dont want to use their services.  I entered their contract for fillers without seeing a medical professional only a service scheduler. I was advised medically not to proceed with fillers for my safety.  I also question how the scheduler knows what my filler needs are since she is not a Medical professional.  I am still seeking to dissolve this contract.
  
  Sincerely,
  
  ***** ******

  Business response

  01/30/2025

  Previously, This client refused to advise us of the medical issues she was experiencing.  We have since been provided with her completed medical history which is  under review.  Our medical team with follow up with the client directly to discuss further.

  Customer response

  01/30/2025

   
  Complaint: 22869122
  
  I am rejecting this response because: Ideal Image has misstated one important fact.  I was initially not aware that I was to fill out the Medical Form.  When speaking to 3 other employees, one told me that they would send me the form, I never received it. Yesterday, I spoke with the Nurse Practitioner who I had requested to speak to in previous conversations and was told I couldnt.  She forwarded the form, I immediately filled it out and sent it back.  The Nurse Practitioner called back and we went over my form.  Thats where it stands currently.  
  
  Sincerely,
  
  ***** ******

  Business response

  02/03/2025

  We have advised this client that she has an account credit available if she does not wish to continue with your current purchase you can use the credit towards a new service

  Customer response

  02/05/2025

   
  Complaint: 22869122
  
  I am rejecting this response because:  I am currently working in a positive way to resolve this issue with Ideal Image, but we have not mutually agreed upon the terms.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to ideal image to get laser hair removal for several areas, which cost over $10,000. I was told I would finish the laser hair sessions and would be rid of most hair I wanted to be removed if not all. Most of my areas I got treated ended up being worse off, I was left with more hair than I began with and bad scaring all over my back. I had made my concerns known throughout treatment, just to be told nothing was written down (I wouldnt know this because they dont share my chart with me) so none of my concerns or complaints were noted. I waited months to find out any resolution to my complaints and to see if I was able to get a refund as I left worse off than I came in, just to be told nothing could be done. No one said anything about stopping treatment to get a refund. I feel I didnt receive the service I paid for and got the opposite of what was promised. I am not looking for a full refund, just a refund for the areas that were left worse than before.

  Business response

  01/28/2025

  This client is fully treated and not eligible for refund.  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 **************

• Initial Complaint

  01/27/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been doing treatments with them for a while. I'm not seeing any real results. I get multiple areas treated and the person performing the treatment will skip over areas. For example, my bikini area, parts of it keeps getting skipped. So the hair grows back like it was never treated because it wasn't. All I'm asking is for them to extend my contract out, so I can get the area treated more and hopefully get it treated properly.

  Business response

  01/28/2025

  This client has a touch up membership that can be used for continued treatments

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an appointment on 1/24/25. I received filler on my face and paid in advance for that treatment. at that time, I told them I was undergoing a lot of dental work including Invisalign and crown surgery soon, I asked my doctor about having another filler appointment and she advised me not to do it as it could interfere with my treatment plan. I want a refund of the $925 I paid in advance. I am not going to go back for any more appointments. I looked for the supposed contract that denied all refunds. I cannot find it on their website, my email or my patient page . I would like a refund asap. thank you.

  Business response

  01/28/2025

  Its is our understanding that this matter has been resolved

  Customer response

  01/28/2025

   
  Complaint: 22862956
  
  I am rejecting this response because: I  contacted them within the 3 business day laws in ****** to cancel a contract. I have no documentation of said refund policy.  I want a refund.
  
  Sincerely,
  
  ***** *******

  Business response

  01/30/2025

  Right of Rescission is based on the purchase type and requires a written notice, our records show a purchase on 12/31, Then arrival for treatment on 1/23. The documented request came n 1/27.  Please forward your time/date stamped proof of refund request to ******************************************** for review.

  Customer response

  01/30/2025

   
  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

  01/26/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I spoke with **** ******* around 1PM EST on 01/26/2025 for a consultation and was charged $629.34 that I wasnt supposed to be charged. She stated that she requested it to be refunded and never did.

  Business response

  01/28/2025

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

• Initial Complaint

  01/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since signing my contract in September 2021, I have experienced persistent issues preventing me from receiving the promised services. Despite numerous attempts to resolve these issues through phone calls, emails, and discussions with local and regional managers, my concerns remain unaddressed. The companys high staff turnover, lack of consistency, and mismanagement have led to significant frustration.Key Issues:1.Failure to Honor Appointment Scheduling-I was promised treatments every 4-6 weeks, but appointments were often unavailable for months, canceled on short notice, or I arrived to find the facility locked.2.Unfulfilled Contract TermsOver three years, Ideal Image failed to provide timely, consistent treatments. The company advertises being smooth by summer, but this has not been my experience.3.Inadequate CompensationIdeal Image extended my contract and offered a free treatment area as compensation, but these promises werent followed through, leaving me with delayed treatments.4.Lack of Communication and AccountabilityWith frequent staff turnover, there has been no consistent point of contact. Despite promises of resolution, Ive received no follow-up, leaving me in an ongoing cycle of unresponsiveness.Response from Ideal Image Representative:A representative informed me that no refund would be issued, as the company extended my contract 5 additional sessions. However, this did not account for the lack of timely appointments, which hindered effective results. The representative also stated that filing a BBB complaint wouldnt change anything, which I find unacceptable.Request for Resolution:I request a full refund of the over $8,000 I paid for services never properly delivered. Ideal Images failure to fulfill their promises has caused significant inconvenience and emotional distress.I can provide records and supporting documentation upon request. If unresolved, I will pursue further action, including legal avenues if necessary.

  Business response

  01/28/2025

  This client is fully treated and eligible for refund.  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 **************

  Customer response

  01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of me being eligible for a refund is satisfactory to me. I do not wish to call the number provided due to the issues I have had in the past with their customer support. They may contact me directly at ************.
  
  Sincerely,
  
  ***** *****

  Business response

  01/29/2025

  There is a typo in the response to complaint 22859060-

  This client is fully treated and NOT eligible for refund. 

  Customer response

  01/29/2025

   
  Complaint: 22859060
  
  I am rejecting this response because it was initially stated that I was eligible for a refund. I was then contacted by the company, minutes after my response, where ******* proceeded to yell at me and threaten me stating I would receive a dime from them. At this point, I feel bullied, harassed and lied to by this company. I am attaching my contract, which states what I paid for and the compensation I am asking back for this company not following through. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/30/2025

  You are fully treated and NOT eligible for refund.  We apologize for the typo error

  Customer response

  01/30/2025

   
  Complaint: 22859060
  
  I am rejecting this response because: The contract states that services must be completed within the agreed duration. However, you failed to provide timely treatments. 
  The failure to adhere to the prescribed treatment intervals affects the efficacy of the procedure, impacting the quality of service. Which I have been vocal about. 
  The contract outlines a specific number of sessions within a timeframe. Since I did not receive the services as agreed, I paid for a service that was not delivered properly.
  You knowingly failed to provide services in a timely manner but are still refusing a refund, which is deceptive trade practices.
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July 2023, I purchased a Laser Hair removal package with Ideal Image. The Sales lady sold me 15 sessions for each area. The contract total was $4,559. In Jan 2025, I went in for my 7th session, only to be told I would be charged because my contract had expired and I was now "in maintenance mode". It is policy that laser hair removal appointments are held no less than 8 weeks apart. Logically, that means I should have at least 30 months to complete my sessions. The contract was written for 16 months. At the time of the sale, I was not made aware that I was supposed to use all 15 sessions within a 16 month period. The way the contract is written makes it impossible to complete since their policy would not allow a person to receive 15 sessions for the same area within a 16 month period. During my 6th session in November, I asked the nurse how much more I had and she told me I was only half way through. She gave no indication whatsoever about the contract expiring in December 2024.I have spoken with the office staff and I am still waiting for a call-back from the manager. the staff have just given me the runaround saying I'm "fully treated per their 2023 policy", which isn't indicated anywhere I can find. It also doesn't solve the issue since I paid for 15 sessions. The couple times I've tried to get ahold of the manager, she was either "on vacation", "at lunch", or "in treatment." I am not even asking for a refund at this time for my unused sessions. I want to just be able to finish the full 15 treatments.

  Business response

  01/28/2025

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

  Customer response

  01/29/2025

   
  Complaint: 22849396
  
  I am rejecting this response because:

  Ideal Image customer service called me to talk about the issue.  She did nothing to help rectify the problem. She simply read my contract to me (which I have read myself many times). The first page the contract clearly states that the contract is for 15 sessions, but in the fine print down below, that is negated by legal jargon - none of which is explained during the sales process.  This contract is misleading, I told her the sales practices of the company are shady and I want the opportunity to complete the ***************************************************************************************************

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

  Business response

  01/30/2025

  Your contract was based on a time frame not treatment count.  You had 16 months of unlimited treatment.  Your contract has expired and you will need to utilize your lifetime going forward. Should you have further questions please call us at **************

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12-18-24 Ideal paid $1200 (Discover) for service of 2 lip fillers.Ideal's HIPPA form signed; I didn't receive contract copy (12-18).12-18, I told ******* I could not see contract's small print (recent eye surgery).******* did not read or explain the contract ******************* My perspective is ******* didn't care about customer's informed consent, knowing **********************'s contract terms prevented customer refunds, regardless of results.After paid, Ideal only cared about their bottom line.After 1 syringe of Juvederm Volbella (hydrate) and 1 syringes of Juvederm Ultra (bulk) both upper/ lower lips still not visible. The injection of product in lower lip created a "lump".Customer informed ********************** of lump; I emailed lip pictures, 1-6-25. ***** (Ideal nurse) and ******* requested I visit because Ideal wanted their own pictures.1-9 Ideal took new photos and nurse heated & massaged lower lip lump; painful.I requested full refund; 1-10 my lip lump was bigger.******* told me, 1-9, my lips needed 4 more syringes costing additional $2400.Unfortunately, ******* never told me this, PRIOR to ************* my lip lump has still not gone away and I feel that's a unacceptable result.*******, Corporate, refused a written response to my email.******* forced customer to be on recorded line.******* offered no apology.******* refused customer refund.******* offered customer 4 more lip fillers costing $2250; I declined.******* said *******, at her discretion, can decide customer's resolution.******* did not reach out to offer a ************* perspective is Ideal tells their customers the product lump is normal; ********************** has no ***************** perspective is Ideal's policy, not showing their customers (approved) result photos, intentionally hides their outcomes. Ironically, ******* said Ideal does not "force" their customers to show ********* perspective is professionals show their customer's results pictures to earn future business and build trust with clientele.

  Business response

  01/28/2025

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

  Customer response

  01/29/2025

   
  Complaint: 22843378
  
  I am rejecting this response because On 1-15-25, *******, Corporate, refused any written  resolution and rejected $1200 customer credit.

  Today my lower lip lump has not improved and I must seek medical provider.

  Ideal Image refused to answer my 1-13-25 email sent ******** manager of Ideal ************, intentionally leaving no record of complaint.

  *******, Corporate, intentionally refused customer written response, leaving no record of complaint. Corporate records their phone calls to customer, without consent.

  Ironically BBB requests customer email corporate first, before filing complaint, giving Ideal Image no accountability.

  Sincerely,

  Debbie Wojanowski

  Business response

  01/30/2025

  This client is fully treated and not eligible for credit or refund.  Per the service agreement, we offer no guarantee on results f service and multiple treatments may be required.  All calls start with a recorded statement regarding recorded calls into our Corp call center.  Clinic calls are not recorded

  Customer response

  02/03/2025

   
  Complaint: 22843378
  
  I am rejecting this response because on 1-30-25 Juvederm aknowledged my lip lump is abnormal, after more than eight weeks time, post ***** injections.

  Juviderm reported my reaction to the *** on     1-30-25. Juviderm may need Ideal's product LOT NUMBER. 

  Ideal Image is quick to take customers funds, but after procedure, has no accountability for their outcomes. 

  Fact is Ideal Image's excessive marketing promotions, emailing multiple daily deals and deadlines, speaks volumes.

  My perspective is Ideal Image is unable to achieve BBB accreditation because of their numerous customer's complaints.                      I'm hopeful that my experience helps warn potential customer's of ********************'s reputation to prioritize their bottom line, regardless of harm caused their customers.

  Sincerely,
  ****** Wojanowski

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to report misleading consultation practices at Ideal Image. Here are the key events:On August 9, 2024, at 4:16 PM, consultant ******** ****** ******************************************** sent me an email stating:'Your results are going to be absolutely phenomenal. You would not be a candidate for more than 1 round, simply because you won't have any additional 'pinchable' fat, once the 12 weeks have gone. Individuals that do 2 sessions (which is the norm), typically have way more fat than you do.'After my treatment, I waited the full 5 months as instructed, but saw zero results. When I raised this issue, instead of addressing their consultant's guarantee, they simply told me I needed more treatments and refused any compensation.This appears fraudulent given their consultant's written promise that one treatment would be sufficient for my case.Additionally, despite my Hispanic background, they failed to provide any forms in Spanish or other languages.

  Business response

  01/28/2025

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

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 12/2024 They sent an email advertising Black Friday Sale ?? $9/Unit ***** with a link to immediately reserve. I reserved and went there. Right before they did the treatment, they said that it was 13 per unit. Not 9. That 9 was only for members and membership was 300 usd.

  Business response

  01/21/2025

  All promos are advertised with a *-  indicate Fine print advising that there are terms to the promotion

*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. ↩