Ideal Image review: Laser hair removal - they can't provide service, but took 8000+ dollars in advance

On 11/9/2022, I had a virtual consultation with Ideal Image Representative (I don't remember her name) for laser hair removal, which I thought would only be a consultation so I could learn more and decide whether to go forward. But, during the call, I was subjected to an aggressive sales pitch and pushed into signing a contract but given no time to read it. I was given a couple of quotes, and she said that she could apply a maximum % discount and she showed me how the system didn't allow her to apply a discount over a specific % limit. I was forced to sign up on the Zoom call, and she said that she couldn't guarantee the same discount if I didn't sign up. I was not told anything about how I was paying for the services. I mean, what company was financing the amount, when will I receive a call or something about the first payment schedule etc. Nothing. The finance company, Ally, kept sending me emails, but it got mixed up with other spam emails, and I had to pay late payments with my monthly payments after 2 months when I received a physical mail about outstanding payments. On the same call, she immediately set up a loan with Ally for $8,080.00 prior to me receiving any services. I'm not here to complain about this.

The location that's closer to my residence is the one in Nanuet, NY. They had one person who used do my laser quit, and they rescheduled the appointment (TIME). Then it happened again, this time, all of their providers quit. So they canceled my following appointments.

8/8 – I received an email saying they needed to cancel my appointment that was scheduled for 8/17. Their email below:

Hello! This is Alyssa from Ideal Image! I was reaching out because we had a change in schedules and unfortunately do need to cancel your appointment on Thursday August 17th. Right now, we are working on fixing the schedule and have everyone on a list to reach out to once we have spots open back up. I am so sorry for the inconvenience but please hang tight! We will be in contact soon with additional days that open for scheduling the moment we know.

It had been already 8 weeks since my last appointment, because they had cancelled my one other appointment in July because, Sarah who did my laser had quit. My email reply below:

My last appointment for these areas was 8 weeks ago. That's because My previous appointment was canceled because Sarah left. If that's going to happen again, and if my next appointment will be not be in the next 4-5 weeks, then that's going to be a problem. I won't have these areas treated in 12+ weeks.

2. At my last appointment, The schedule was not open to schedule my next appointment and i was told that someone would call me and that hasn't happened yet.

8/9 – I got a reply from them, asking me to go to the CT location. I live in NJ, they wanted me to drive to another state to get my services done. I said that I couldn't. Their email reply below:

Hello, we are very sorry about the situation; the reason we have not called yet is because we still have not gotten anyone yet. We are hoping we will have a provider soon and as soon as we do you are definitely on the list to call. There are more appointments available at our Connecticut location if you were interested so let me know so we can arrange that for you.

I replied below:

That's very far. I can't drive to CT

I have bought the package 18 sessions ina specified time window i think. these scheduling issues will affect that. I definitely will not be getting all my sessions in

I got no response from them.

8/10 – For some reason, they sent me another email to cancel the same appointment for 8/17. Their email below:

Hello! This is Yasmine from Ideal Image! I was reaching out because we had a change in schedules and unfortunately do need to cancel your appointment on Thursday August 17th. Right now, we are working on fixing the schedule and have everyone on a list to reach out to once we have spots open back up. I am so sorry for the inconvenience but please hang tight! We will be in contact soon with additional days that open for scheduling the moment we know.

8/15 – I replied to them below:

Do you have an ETA on when you will have a provider available? also, plz give me the contact to discuss the cancellation on my membership.

Thanks,

Ramya

Their reply was:

Hi Ramya,

At this moment we still do not know exactly when but are aiming for the end of the month! I'm so sorry for any inconvenience. As soon as our laser hair removal schedule opens up, I will give you a call to get you scheduled as soon as possible. You would not like to renew the membership? I am able to stop the membership from the annual renewal so please let me know if that is what you would like to do.

Thank you for understanding.

9/4 – almost a month later, I emailed: no one responded

Hi Yasmine,

Do you have an update on when I can have my next appointment?

Thanks,

Ramya

9/5 – I emailed again: no one responded.

Hi Yasmine,

Can you please let me know how I can get a refund for unused sessions? I have paid $8,080, I'm looking to get my money back for the unused sessions. My last appointment was in June or early July. I haven't had my areas treated for over two months. I need $8,080 - the no. of sessions used. Please help me with the corporate contact to discuss this matter.

Thanks,

Ramya

In the meantime, I kept looking in their app to see if they opened slots for appointments, and they didn't.

9/8 – No response to my emails. I called +[protected]. I spoke to someone about my situation: I have had no sessions for over 2 months, and the Nanuet location has no providers to give me an appointment until they don't know when. For some of my treatment areas, I had my last session in May and some in July. So Ideal Image has not given me an appointment for my services in 3-4 months. I asked that they refund my money minus the amount for the used sessions. She put me on a long hold and transferred me to an executive.

I had to explain everything to her all over again. She said that the money we give is non refundable. They made me sign up for 18 months membership, which if I don’t renew will cancel after 18 months. I have to complete my 18 sessions of each area I have signed up for within the 18 months membership time. I have lost 4 months + one earlier cancelation in July I think. They told me that they will let me finish my sessions by adding the lost time to my membership. She also gave me a suggestion of driving to CT from NJ to get my services done. I denied and she said they can’t give refund. She told me that the Nanuet location had 10/20 available and I couldn’t book the appointment on the app. I hung up the call. I tried scheduling the appointment later that evening, and the location had no opening. The schedule is not open (even today 9/9/2023) until 11/4. I see dates on the map starting on 11/12, but they are grayed out, meaning not available to schedule. They have been calling customers to book for those dates, but I haven’t gotten a call till today. As of 9/9/23, They have only 3 days available the rest of the year to schedule, 12/2, 12/16, 12/30. That’s all. I asked this executive to refund my money, because I have been struggling with skin issues from managing for months together due to not having laser done because of the scheduling issues. She denied and didn’t help a bit.

9/9/23 – I called the Ideal Image no. to schedule the appointment thinking it would let them schedule. But, the person who took my call said that the Nanuet location had no available appointments in September and she could put me on the waiting list for September. They have only 3 days available the rest of the year to schedule, 12/2, 12/16, 12/30. That’s all

I need your (BBB) help in getting my money back (not for the sessions I have received). My money which they are keeping without providing any service to me. I can’t and don’t want to wait till next year or go to Connecticut or New York to get my services done. I signed up because they had a location closer to my residence within NJ. Now I can’t drive hundreds of miles every 4-6 weeks because my money is stuck with them. Please help.

Thank you,

Ramya