Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,441 total complaints in the last 3 years.
212 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/16/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a contract back in 2020 with ideal image. At the time I was working full time abd making my payment regularly. Now I'm not working and have not been in over a year. Ideal image allegedly has sold my info to a debt collector and states if I dont make attempt to pay off remaining balance of over 4000 I will be taken to court. Im not working and when I was I paid for the services I received. Is there a way to get out of whatever contract they said I breached. I have not went to ideal in over 2 years or more.
Business Response
Date: 06/16/2025
Ideal Image is service provider. Payments for services are either made in full by Credit Card or via a third party lender. The issue this client is explaining sounds like it invovles her third party lender. She will need to communicate with the lender for futher assistance.
Customer Answer
Date: 06/16/2025

Complaint: 23473391

I am rejecting this response because:

Sincerely,

******** *******
Initial Complaint
Date:06/06/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
signed up for cool sculpting and laser hair treatments for $5992.10 which included a $299 lifetime membership fee making $249.67 payments for 2 years; I only had 2 treatments each. After the 2nd abdomen CS treatment I called and emailed to inform them I was in a lot pain that lasted over 3 weeks. I was told to take *****! I walked around with ice packs and heating pads for almost a month!2nd cool sculpting package was $1120.50 which has been paid off. I only had 1 thigh area treatment because it was so painful on 1 leg. Over the last couple of months I seem to bruise easier which may be age related [just turned 68] but I have tried to comprise with IM and pay off to close this account - I've already paid for treatments I will never get.
Business Response
Date: 06/09/2025
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 Answer
Date: 06/10/2025

Complaint: 23433678

I am rejecting this response because: I have talked a few people from this number and nothing is accomplished. I have to date spent over $3,000 for 3 CoolSculpting and 2 Laser Hair Removal treatments. I am no longer able to continue with any type of program that Ideal Image has to offer due to a recent pre-diabetes diagnosis. I need to start and focus my time on my actual health and quite stressing out this matter. My health is more important at this point than someone's commission.

Sincerely,

****** *****
Business Response
Date: 06/11/2025
We are happy to discuss your concerns further, please give us a call at **************
Business Response
Date: 06/11/2025
We do not make it a practice of resolving client concerns directy via written communication back and fourth through the BBB. This dispute was opened on 6.6.2025, Our last call with this client in our corp office was 4.22.25 at which time he was discussing swapping her services. We have made attemtps to contact this client since her complaint and have not been successful. We advise clients to call us if our calls are not provided at convenient times. We will continue to reach out to this client to discuss her concerns and find a resolution
Customer Answer
Date: 06/12/2025

Complaint: 23433678

I am rejecting this response because:
I just talked with ***** from their client support team last night that gave me the same song and dance as I got a couple of months ago when I informed her my medical issued would prevent me from having any additional treatments. She said she would contact The Woodlands location to have their "nurse" contact me. I feel like they just prolong the situation in the hope of getting more payments but I am not paying any more money. I discussed these procedures with both my endocrinologist and dermatologist - real doctors and they agreed I should not continue. I am sick and tired of trying to justifying myself. I recent the harassment I've received from this company. My anxiety level is through the roof. It boarders on elder abuse.

Sincerely,

****** *****
Business Response
Date: 06/12/2025
For questions regarding contraindications and Medical conditions, we relay on our Medical staff to support us. As it stands based on the information we have been provided. You are not eligible for refund at this time but can use your payment as credit towards another service. We will ensure that a Medical Professional reaches out to you to address your concerns further
Customer Answer
Date: 06/14/2025

Complaint: 23433678

I am rejecting this response because: I am not asking for a refund. What I am asking for is the termination of the contract for this medical issue. I will not be making any further payments for treatments. They have been more than compensated for the 5 treatments I have previously received which I have stated numerous times . If they require their nurse to communicate with me She can email me to set up an Zoom appointment next Saturday 06/21. I do not need to be contacted by no one else for any other reason.
Sincerely,

****** *****
Initial Complaint
Date:06/05/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to dispute a contract because I purchased laser hair removal services from Ideal Image, but I am now medically unable to receive the treatment. After signing the agreement, I consulted with my licensed medical provider, who diagnosed and has treated me for chronic eczema and explicitly advised me not to undergo laser treatments due to the high risk of skin injury, scarring, and worsening of my condition. I have not received any services or treatments from ideal image. As such, I requested cancellation and a refund, providing Ideal Image with documentation from my doctor. I attempted to resolve the matter directly and in good faith, but my request was denied. This charge represents a service that is now medically contraindicated, cannot be delivered safely, and was never rendered. My credit card company said they can dispute the charges but mentioned that ideal image can take legal action. Im wondering what my next steps should be. The contract does not explicitly state it not deny refunds for medical ineligibility/exemptions nor does it bind me to proceed if the treatments are medically dangerous. Currently paid $326.48 thus far without treatments. First payment was April 28th, 2025. Second payment was May 27th. Contacted clinical manager ****** ******* through email, she did not respond to I called her multiple times. She states eczema is not a contraindication to laser hair removal but my dermatologist deems I should be medically ineligible.
Business Response
Date: 06/06/2025
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 Answer
Date: 06/06/2025

Complaint: 23429958

I am rejecting this response because: I was only given on option for resolution. Not a partial payment or settlement. I was told I could not receive a refund at all and all they could do was have me pay my entire balance and then they might be able to use that money (once all paid) as a credit for the business. There were no other options offered, and they still denied my dermatologists recommendation of medical ineligibility and stated that my condition was not a contraindication to laser hair removal based on their health care team, not mine.

Sincerely,

Madison *****
Business Response
Date: 06/06/2025
At this time, you are not eligible for refund based on your Doctors note, we are happy to provide account credit as a next best option
Initial Complaint
Date:06/02/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a lifetime guarantee with ideal image but they continually change it. This year, 2025, they raised the price for a touch up almost 300% from $60 to $170. This is ridiculous and price gouging.
Business Response
Date: 06/03/2025
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 Answer
Date: 06/05/2025

Complaint: 23410300

I am rejecting this response because: after talking to and Ideal representative, she informed me that there is nothing they can do as the lifetime guarantee is not an actual guarantee and that it is subject to changes at any time. They are no longer having "single sessions" anymore which is what the touchups prices were based on. She stated that they cannot "knock the prices back down" and that we cannot be grandfathered in even if we've had the lifetime guarantee for years. I understand a small rise in price, but almost 300% is utterly ridiculous and should only apply to new customers.

Sincerely,

**** Christmas
Business Response
Date: 06/06/2025
We apologize for the incovienace this has caused, we are happy to provide you with a discounted touch up at your next session
Customer Answer
Date: 06/06/2025

Complaint: 23410300

I am rejecting this response because: i only get 2 touchups per year.i feel i should be able to continue with the previous price of $60 for full bikini laser for the next 2 years due to customer loyalty, however, i am willing to listen to see what their "discounted price" would be.

Sincerely,

**** Christmas
Business Response
Date: 06/10/2025
We are happy to discuss your concerns further, please give us a call at **************
Customer Answer
Date: 06/11/2025

Complaint: 23410300

I am rejecting this response because: I just got off the phone with them and ***** inform me that she "sincerely apologizes", but there is nothing they can do about the pricing. So they stated earlier that they would give me a "discounted price", but when I called them, they said there is "nothing they can do" and that it is a nationwide price.

Sincerely,

**** Christmas
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid $3,500 for a CoolSculpting appointment scheduled for 6/6. I canceled the appointment in advance, but the business refuses to issue a refund. No service was provided, and I was never informed of a no-refund policy. I did not sign any contract or agreement stating the payment was non-refundable. Im requesting a full refund and BBBs assistance in resolving this matter.
Business Response
Date: 06/02/2025
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 Answer
Date: 06/04/2025

Complaint: 23406543

I am rejecting this response because:

After I filed my initial complaint with the BBB, I received a call from Ideal Image that same afternoon. The representative was extremely hostile, telling me I knew what [I] signed up for and that there would be no refunds under any circumstances. When I asked if we could discuss the situation, she refused and said she would send over the contract then abruptly hung up.
When I received the contract, I noticed that my signature is nowhere on the document. There is no DocuSign or any other indication that I agreed to the terms. The form simply states that I agreed, but without a signature, I do not believe it constitutes a binding agreement.
Additionally, the business continues to insist that I can still come in for the procedure, even after I canceled. However, my doctor has advised me not to undergo this treatment and expressed concerns that the service itself is potentially a scam. At this point, the entire situation feels deceptive and misleading, and I believe it borders on fraud.
No service was rendered, no valid agreement was signed, and I have made repeated efforts to resolve this matter fairly. I have also filed a dispute with my credit card company, which is currently under review. I respectfully request the BBBs continued support in pursuing a full refund.

Sincerely,

******** *******
Business Response
Date: 06/04/2025
At the top of your service agreement you will see your name and an email address or a Text indication, Showing you time and date stamped acknowledgment.

Acknowledgment was selected by you on that date and time and consitutues understanding and agreement to the terms as indidcated in the service agreement.

You are under no obligation to continue the original service at your doctors request, however, you are not eligible for refund. You can utilize payments made towards a different area or service
Customer Answer
Date: 06/05/2025

Complaint: 23406543

I am rejecting this response because:
I never signed an agreement nor was I told that there would be no refunds.
My lawyer **** ******** will be in contact with you all about a lawsuit.

Sincerely,

******** *******
Initial Complaint
Date:05/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Desired Outcome: Refund, Written Confirmation of Cancellation, and No Further Contact from Business Complaint Summary:I am filing a complaint against Ideal Image related to a service I received on May 22, 2025, and a purchase made on May 19, 2025. I purchased Ultherapy and Wrinkle Relaxer treatments totaling $1,224.00. I was told I did not have a membership, yet the representative cited Terms and Conditions to deny my refund. I was not given a complete itemized receipt, and I do not believe I received the full 36 units of wrinkle relaxer I paid for.When I expressed dissatisfaction and requested a refund and cancellation of service, I was met with resistance and inconsistent information. I no longer wish to proceed with any Ideal Image services and feel I was misled during the consultation and purchasing process.Resolution Requested:A full refund of $1,224.00 Written cancellation of all services A guarantee of no further billing or contact
Business Response
Date: 06/02/2025
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
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction was April 3rd Amount of the service over $3000 *********** its called coolsculpting They did a zoom call with me for a consultation in which I asked several times the amount of pain that I would be during the procedure, she assured me that was only discomfort not painful at all and that only last one hour, when I went to the appointment I asked again for the pain situation and they kept saying wasnt painful only discomfort, they rushed me to sign the documents because I was already late to start and the technician was waiting for me literally ******* me to sign, after I lay on the bed for one hour thats what the lady on my first consultation told me was going to take I asked how long more, the technician only said you have more to go after 6 hours of me asking how more and that I cant deal with so much pain anymore she told me that was it, I left and next day I couldnt even move for the next 3 weeks I couldnt wear any of my clothes I had to call in at my work because I couldnt drive or move at all because of the amount of pain I was, they called me the next day asking me how I was doing and I was so scared and in pain and let them know that and their response was thats what you want! I totally didnt signed up for that amount of pain, they totally mislead just to get money, I canceled my next treatment theres no way I can go through that again, and they just said that if I dont go they wont reimburse me anyway because is in the documents they rushed me to sign, and the pain and the swollen its normal even though when I asked them and I told them several times my pain tolerance is very low, they always ignored that, now they refuse to reimburse the money I already paid for all the treatment. Even when I called to cancel the first time they said they will now they say they wont do it its the ideal image in ********************,
Business Response
Date: 05/31/2025
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
Date:05/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July 2023, I purchased a laser hair removal package from Ideal Image via Zoom, where I was promised 17 sessions per area. However, my contract later reflected only 15. As of today, I have received only 8 treatments due to Ideal Images frequent appointment cancellations and overly long gaps between sessionsnone of which I scheduled myself. I always booked directly after each session, as guided by the clinic.There were also troubling practices: during one visit, I was handed protective eyewear dirty with another clients makeup. I voiced concern, and the technicians attitude became unprofessional. On multiple occasions, especially during bikini treatments, I felt rushed and neglected, as if staff were unwilling to provide proper ********** make matters worse, on May 29, 2025, I requested my treatment records and was handed them without any ID verificationposing serious privacy concerns. The records contained dismissive, even inappropriate, remarks that misrepresented my behavior and character.I paid over $4,100 (with interest) through PatientFi financing. Given the broken promises, stress, unprofessional conduct, and privacy violations, I no longer wish to continue care with Ideal Image. I request a full refund and resolution in good faithwithout needing to pursue formal legal action.
Business Response
Date: 05/30/2025
We have satisfied the terms of this service agreement. Continued treatment is not an obligation. This client is fully treated by terms written into the agreement and not entitled to a refund nor will one be provided.
Customer Answer
Date: 06/02/2025

Complaint: 23395483

I am rejecting this response because:
To Whom It May Concern,

I am writing in response to the latest statement from Ideal Image regarding my complaint (BBB Complaint ID #*********, and I must express my deep dissatisfaction with their inadequate response. Their reply fails to address the core violations I experienced as a paying client. I will now outline, point-by-point, the severe contractual, ethical, and legal breaches that occurred:

1.
Breach of Contract and Deceptive Business Practice

I was sold a laser hair removal package through a Zoom consultation in July 2023. I was promised 17 sessions per area for full legs (with knees), underarms, full bikini (including backside). However, the contract reflected only 15 sessions, and only 8 underarms + bikini and 7 legs were actually performed. This discrepancy between verbal representation and written contract violates the Georgia Fair Business Practices Act (O.C.G.A. 10-1-393) and constitutes false and misleading advertising, which is prohibited under both state and federal consumer protection laws (FTC Act, Section 5).

2.
Unilateral Cancellation and Denial of Paid Services

Ideal Image controlled the booking process and set unreasonably long intervals between appointments, often 34 months apart, making it impossible for me to finish all sessions within the expiration period they now cite. Furthermore, the company repeatedly cancelled appointments on the day of the service due to internal issues (e.g., broken laser, staff absence). I never missed an appointment by my own fault.

Despite this, once my loan was fully paid (over $4,100 with interest), they suddenly deemed my account expired without any prior warning, written notice, or opportunity to extend services. This amounts to unjust enrichment and potential violation of the Georgia Deceptive Trade Practices Act.

3.
Negligent Handling of Medical Records and HIPAA Violation Risk

I requested my medical file, and to my shock, Ideal Image released sensitive clinical notes to me without verifying my ID a major security breach. This is not only careless but may violate HIPAA Privacy Rule (45 CFR *******), which requires identity verification before disclosing protected health information (PHI). Their failure to follow this standard puts every client at risk.

4.
Discriminatory and Humiliating Notes in My File

I discovered inappropriate internal comments characterizing me as very rude simply for speaking on the phone in another language during treatment (I was speaking with my husband for help with translation). This reflects bias against non-native English speakers, which may constitute linguistic discrimination especially if it resulted in differential treatment or poorer service quality, which I experienced firsthand.

In addition, notes claimed I was unshaven and didnt answer questions, when the truth is I do not speak English fluently and was never provided a translator. These remarks are unprofessional, offensive, and defamatory, and reflect a hostile environment, potentially in violation of the Civil Rights Act Title VI and Georgia Human Rights laws (O.C.G.A. 45-19-29).

5.
Unprofessional and Degrading Conduct During Intimate Procedures

During full bikini treatments, I was consistently met with visible discomfort from staff, who treated me as though my body was repulsive. They barely performed the service, avoiding physical contact and skipping portions of the procedure. When I raised a valid hygiene concern dirty, makeup-stained goggles and dusty room conditions, a technician responded with hostility, which I believe led to the degrading notes mentioned above.

This behavior breaches basic professional standards, violates duty of care, and constitutes emotional abuse in a medical context.

6.
Request for Full and Fair Resolution

Given the above, I am formally requesting:

A full refund for the 7 unperformed sessions;
Written apology for the humiliating language in my file;
Immediate deletion or correction of any defamatory notes;
Compensation for emotional distress and the cost of treatment continuation elsewhere;
A review of internal practices and staff accountability by Ideal Image;
Written assurance that medical records are henceforth handled with proper ID verification.

If Ideal Image fails to adequately resolve this matter, I reserve the right to:

File additional complaints with the ************************ (FTC);
Report the HIPAA-related concerns to the *********************** (***), U.S. ***** of Health & Human Services;
Seek legal redress in civil court for breach of contract, defamation, and emotional distress.

Attached: Documentation of payments, session logs, internal clinical notes, photos of treatment conditions (if allowed to submit).

Due to file size limitations on this platform, I am willing to send supporting documents directly by email as soon as your office receives and acknowledges this complaint.

Sincerely,

******** *****
Business Response
Date: 06/02/2025
Refund in any amount is not being provided, again, we have fufilled the terms of the service agreement which , by acknowledging, you also agreed to. Notions in your charting per HIPAA, will remain but will be addressed.
To date, this client refuses to speak without outside of the BBB or email. Should this client wish to discuss her concers further, we recommend contacting your local clinic or our Corporate client support team

Customer Answer
Date: 06/04/2025

Complaint: 23395483

I am rejecting this response because:

To Whom It May Concern,

I am writing in response to the latest statement from Ideal Image regarding my complaint (BBB Complaint ID #*********, and I must express my deep dissatisfaction with their continued avoidance of accountability. Their reply misrepresents key facts, ignores core violations, and further exposes unethical and potentially unlawful conduct.

I now present a comprehensive outline of contractual, ethical, and legal violations I experienced as a paying client:

1.
Breach of Contract and Deceptive Business Practices

I was sold a laser hair removal package via Zoom consultation in July 2023. I was verbally promised 17 sessions per treatment area: full legs (with knees), full bikini (including backside), and underarms. However, the contract only lists 15 sessions in total (not per area), which directly contradicts the verbal agreement and constitutes false and misleading advertising.

To date, I received only:

7 sessions for legs
8 sessions for bikini and underarms combined

This means 10 bikini, 10 underarm, and 11 leg sessions remain unperformed a total of 31 promised sessions missing.

This deceptive bait-and-switch violates the Georgia Fair Business Practices Act (O.C.G.A. 10-1-393) and the *** Act, Section 5, both of which prohibit false or misleading claims in consumer transactions.

2.
Unilateral Denial of Paid Services After Full Loan Payment

All session scheduling was entirely controlled by Ideal Image. I never missed an appointment on my own; however, they repeatedly scheduled me with excessively long delays (34 months) and canceled last minute due to their internal issues (broken lasers, staff absence, etc.).

Right after I paid off the $3,999.99 loan (which totaled over $4,100 with interest), they refused to schedule my remaining sessions, citing an expiration that I was never warned about not verbally, not in writing.

This is not only unjust enrichment but also a clear violation of Georgia Deceptive Trade Practices Act.

3.
Negligent Release of Medical Records Without Identity Verification

Upon request, Ideal Image released my private medical notes to me without verifying my identity, which is a serious breach of patient confidentiality and may violate the ***** Privacy Rule (45 CFR 164.530).

Every patient has the right to secure handling of protected health information (PHI), and their careless release of my records demonstrates systemic negligence.

4.
Discriminatory and Humiliating Internal Notes

My file includes discriminatory remarks, including that I was very rude simply for speaking another language on the phone in reality, I was talking to my husband to help translate due to limited English proficiency. This is a textbook case of linguistic bias, which may fall under Title VI of the Civil Rights Act and Georgias Human Rights Act (O.C.G.A. 45-19-29).

Additionally, the staff wrote that I was unshaven and unresponsive, when I was never provided a translator and was not fluent in English. These internal comments are inappropriate, humiliating, and defamatory, creating a hostile treatment environment.

5.
Unprofessional and Degrading Conduct During Intimate Procedures

During full bikini sessions, staff members acted visibly uncomfortable with my body, rushed through procedures, skipped areas, and made me feel unwelcome and humiliated.

On one occasion, when I pointed out unsanitary conditions (e.g., dirty goggles, thick dust), the technician became openly irritated. I believe this incident triggered the defamatory notes in my file.

Such conduct shows a lack of professionalism, a breach of duty of care, and emotional mistreatment in a clinical setting.

6.
Refusal to Honor Remaining Services and Lack of Transparency

Despite my repeated attempts to schedule the remaining sessions, Ideal Image refuses to provide them, falsely blaming me for delays that were caused by their own mismanagement. I was never warned of any expiration date and was never offered an extension, despite clearly having services left unused.

7.
Relief Requested

I am formally requesting the following:

Full refund for the unperformed sessions (10 bikini / 10 underarms / 11 legs)
Written apology for the discriminatory and defamatory language used in my medical notes
Immediate deletion or correction of these internal comments
Compensation for emotional distress and cost of treatment continuation with another provider
Internal review of clinic practices and staff behavior
Written assurance that medical records will be released only with proper ID verification

8.
False Representation to BBB and Refusal to Communicate

Ideal Image falsely stated in their BBB response that I refused to engage with them directly. This is blatantly untrue. I repeatedly reached out to their corporate office and local clinic via email to resolve the situation.

However, I was explicitly told by Ideal Image staff in writing that they would no longer discuss my concerns via email and that I must take the matter to external channels. I have screenshots of this correspondence, which I am including as proof.

This is a deliberate misrepresentation of the facts meant to discredit me in front of the BBB and avoid accountability. It further proves Ideal Images bad faith conduct and unwillingness to resolve client issues internally.

9.
Legal Action and Regulatory Reporting

If this matter is not resolved fairly, I reserve the right to:

File complaints with the ************************ (***) and *********************** (***, HHS) for potential ***** violations
Submit reports to the Georgia Board of Cosmetology and Barbers, *************************, and State Licensing Agencies
Initiate a civil lawsuit for breach of contract, negligence, defamation, and emotional damages

I also urge BBB to consider that this may not be the first complaint of this kind against Ideal Image, as their systemic conduct suggests a broader pattern of mistreatment

Sincerely,

******** *****
Initial Complaint
Date:05/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They keep annually trying to file on my credit card although I have no appointments and no scheduled work but keep charging my credit card card. Its been over 4 years that I have had any medical procedures with them.
Business Response
Date: 05/30/2025
Please review page 9 of the attached service agreement. You purchased a membership that renews annually. Should you wish to cancel, please give u a call- ************
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 9 2022 I was sold a Lifetime Hair Removal(LHR) package for two areas that totaled $3,050.00. In the contract, the Lifetime Guarantee Hair Removal services descriptions states the following: "Lifetime Guarantee Program: In the event of new hair growth during your lifetime, the Lifetime Guarantee Program (***) provides you with retreatment at a discounted rate for any service areas for which you have purchased a laser hair removal package at Ideal Image. The *** does not apply to blonde, red or gray hair. After the payment of the one-time initial fee, the *** entitles you to retreatment on all past, present and future laser hair removal package purchases with Ideal Image for the areas treated. THE *** ENTITLES YOU TO 90% OFF THE THEN CURRENT SINGLE SESSION PRICE FOR THOSE APPLICABLE SERVICE AREAS (*** Touch Up Fee). Discount cannot be applied to the cost of the laser hair removal packages for new service areas that are treated. Non-purchased service areas are not covered by the ***. THE *** IS NON-TRANSFERABLE AND NONREFUNDABLE. In the event the laser hair removal service agreement is canceled or is refunded for any reason, this *** agreement is canceled for that service area. This *** agreement supersedes any prior lifetime membership, guarantee and pay per pulse programs. ***** at participating Ideal Image locations only.I called today to schedule a *** Touch up session, and was told they no longer offer these. I believe I should either have the option to purchase a *** Touch up session or be refunded half my initial cost.
Business Response
Date: 05/30/2025
This client also purchased the *** Membership which superseads all other touch up plans. With the addition of this membership, her touch *** are subject to change at the discretion of the company.

Page10 section 3:
3. *** Membership Description. The *** Membership is not insurance; rather, it is a discount plan that is valid throughout your lifetime so
long as your membership is active and in good standing. *** ****************** and discounts and are subject to change. All treatments and
services are provided by independent Ideal Image clinics and their licensed providers (each a Clinic) not by Administrator. Administrator
does not pay the Clinic for any services or treatments. *** Membership may also include additional benefits and discounts from time to time
during your Membership Term, which additional benefits may vary by participating Clinics where available. Neither Administrator nor the ***
Membership are affiliated with or endorsed by any ***************************
Customer Answer
Date: 06/06/2025

Complaint: 23393515

I am rejecting this response because:
Notice this says "Lifetime Guarantee Membership", and then in the bottom in BOLD says 90% off Laser Hair Removal. This was sold to me based on this benefit. It is bad business to sell someone a "for life" policy and in no way highlight small language that only covers a business who has no intent on honoring their "contract". This was purchased in 2022. It's not as if this is a very old contract. ***** has called and offered me five follow up treatments at my "lifetime" price. This is unacceptable and bad business. I also sell contracts. I would never sell a contract to a client and hide harmful clauses in the contract. It is a companies responsibility to make sure their products are offered in a way that is fair to the consumer. This would include full disclosures. I am unhappy that what I purchased three short years ago is not going to be honored, and they **** **** behind a contract that was not properly presented. This is a sleezy, bad business practice.

Sincerely,

***** ******
Business Response
Date: 06/09/2025
We are honoring the terms of your contract, we have offered to provide you touch *** at your previous rate for an introductory period before transitioning into the news fees. Please let us know if you would like to take advantage of this offer

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