Ideal Image reviews and complaints 1
View all 327 complaintsIdeal Image - Refusal to provide services in line with contract
I bought a package for 5 sessions with 4 touch-up included from Ideal Image in Coral Gables, Florida. It cost over $2,000 but for permanent hair removal I thought it was worth it. They advise you to wait 8 weeks between sessions. Thus, for all 9 sessions it would take 18 months to go through it.
When I relocated to California, I learned there were no nearby Ideal Image locations so I would have to travel 4 hours to Reno, NV to complete my last three touch ups (sessions 7, 8, and 9). When I went in for my 9th session at Ideal Image in Reno, Lizzy Moreno said I would have to pay $90 on top of the already $2,000+ I paid for the package for the 9th session - which was included in my contract - bc my contract had "expired." When we disagreed, she showed me the contract where it said you have 12 months to do the first 5. (Which I did). She said you have 4 more months to complete the next 5. I'm not a math genius but if you need to wait 8 weeks between sessions, you cannot do 5 more sessions in 4 months. So is it not a scam to charge people for sessions that are not possible?
The manager, Chris Meyers, who lives in Las Vegas was unreachable. So no help from anyone else at the Reno office.
To try to fix this, I called Ideal Image customer service while still at their office, and they were professional and helpful. They said they would submit my contract for review of an extension.
I thanked customer service and asked if they would talk to Lizzy so I could get my appointment in & wouldn't have driven 8 hours round trip for nothing. Lizzy said there was no way to fit me in because they were all booked for the afternoon.
My session takes 15 minutes... they didn't have 15 minutes free?
Lizzy is rude, condescending, and didn't like being told by her own customer service colleagues to help a customer. Instead of trying to help a paying customer, she intentionally tried to reiterate that there was no way to assist me. She was going to do whatever she could to make sure I had a horrible day.
If you are going to charge someone $2,000+ for a service package and then refuse to fulfill the contract, you should refund a portion for the services not provided.
I was cheated out of the last session, and Ideal Image failed to honor its contract.
Desired outcome: A refund for the 9th session.
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This company is all for the money and not the actual customers need .
I got an vital consultation for cool sculpt the rep over the zoom told me the areas in which I thought were eligible for service actually weren’t but told me other area was so i agreed with the service , while still on the phone the rep suggested cool tone would be an amazing procedure for me so I agreed . Here’s the tricky part they give you the price and if you agree the same day as the consultation they discount you $250 so I agree and was approved through Ally lending now Ideal Image is paid in full . Day of service I go into the Topanga location the receptionist was very nice and gave very good customer service . The np was amazing as well , When she came into the room she looked at me and told me I had no areas that could be treated as the machine needs something to grip for the procedure to be done . Long story short I’ve been waiting for a refund thinking ok no
Service was done no payment should be made . They expect me to pay for a loan after there was a breach in their contract Jillian who is over claims
actually body shamed me over the phone and told me “just get another service like my back” and there is no one else I can talk to about this situation. Now I’m stuck with a 3500 loan to pay and no service was done . Jillian knows that her company did nothing for me they actually told in person I’m not a candidate for cool sculpt and cool tone isn’t offered in the state I live in . Jillian heard nothing I said and is sticking to her no refund policy .
It I’m not eligible then what am I paying for ?