Complaints

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract with ideal image and was rushed into it with *******, because had eye appointment same day so she readily went through everything and had me sign the contract to come back after my eye appointment for my first laser appointment. I didnt have success with my first laser treatment but showed up on 05/24/2023 for my second laser appointment and it was pointed out by the medical provider that i wasn't a candidate for laser treatment currently due to medicine (accutane) I was on previously (finished December 2022) and never shouldve been able to get my first appointment, and this one would have to be post poned. I then informed them the medicine was restarting the following week (05/30/2023)and they said once off medicine have to wait at least 6 months to receive services. I informed them I was on the medicine last round for a year and so it would be at least 18 months before could even restart services and they said would postpone contract. I wanted to pay for just the one treatment I got per the terms and conditions bullet number 4 (attached) I wasn't medically allowed this and it says would be refunded and they will not refund me. I now have been charged for 5 laser treatments, only got one and won't be able to even consider being a candidate again for 18 months possibly and they won't refund me.

  Business response

  07/14/2023

  BBB Case # ******** 
  
  While specifics of any patient history cannot be discussed for privacy reasons, we encourage the guest to reach out to our office directly.
  
  This filed complaint dated 6/27/23, letter mailed to us and postdated 7/7/2023 is the first time our company has been made aware of this concern, the first step would be for this individual to contact us directly to resolve any confusion regarding a purchase. We sincerely hope this confusion can be cleared up and will reach out promptly to the individual to discuss the concern now that we are aware. 
  
  Sincerely, 
  
  *******************************
  

  Youngstown, ** 44512

  
  
  
  
  

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The business hours with the business and when they are available for phone calls and when I am available with my work never seem to correspond. I did bring up to ******* a few weeks after the May 24,2023 appointment that was cancelled due to my medication about a refund and she said no refund would be given, my treatments could be postponed for 18 months and then see if I am eligible for laser hair treatment after my treatment was done or I could try another service they have for the remaining amount(I didn't want any of the the remaining services offered.).
  
  Regards,
  
  *****************************
  
  
  
  

*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. ↩