Business Profile
Medical Spa
Ideal ImageThis 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
- 1,399 total complaints in the last 3 years.
- 212 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/23/2022
Type:Order IssuesStatus: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 contract on Sept 7. I have paid no money and received no services from this company. At my initial consult I was not cleared for the treatment I paid for. Their contract says it will let you out for medical reasons, but they will only let me use my credit for other services. I want this loan and contract cancelled immediately.Business Response
Date: 09/23/2022
Thank you. We will have someone reach out to you regarding your concerns. Thank you.Initial Complaint
Date:09/23/2022
Type:Sales and Advertising IssuesStatus: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 purchased a plan with Ideal Image in July. I was told I could get into a provider within 3 weeks. However, it's mid September now and I still haven't been scheduled. Everytime I call Ideal Image to see when I can get scheduled I'm given nothing but excuses, there is a shortage of providers, it's a busy clinic etc. I had to go somewhere else to get services. I tried to cancel my plan and get a refund and I'm told sorry no refunds we can get you scheduled in 6 months though. This is unacceptable! Shady business practices and I want a refund of ******Business Response
Date: 09/23/2022
We have spoken with this guest and went over contract. Additional Botox units were offered to the guest as a customer service gesture and we have reached out to our treatment book optimization team to assist with scheduling. Thank you.Initial Complaint
Date:09/23/2022
Type:Sales and Advertising IssuesStatus: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.
Ideal image contacted me after a search I did for services on the internet. The women told me of services I could get done on a line of credit. The entire time on the phone I was letting the women know I wanted to speak with my husband first and that I needed to think things over. She kept telling me this was just a formality and I had 3 days to cancel if I wanted to with no charges owed. I called back and canceled in about an hour. ***** later my card was charged and when I called to tell them they made a mistake they said there was no mistake made and that I owe them $4500. I let them know that their employee mislead me by saying what she said and they told me I had signed a contract and that I owe them the money. No services rendered.Business Response
Date: 09/23/2022
This has been resolved.
Initial Complaint
Date:09/23/2022
Type:Product IssuesStatus: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.
Hello! I met with an Ideal Image consultant and we decided on 6 cycles of treatment. Soon after, I unexpectedly had to go to the emergency room after being unresponsive for a few hours. I contacted Ideal Image and informed them of this and that I was overwhelmed with the hospital bills and didn't have the money to pay for the services which were over $3,000. I was able to get the cycles reduced but the price is still over $2,100 that I just can't afford right now with my medical bills. The person I was initially talking to, I tried on several occasions last week to get in touch with her to see if we could reduce the cycles more and she never got back to me. Then today, I finally hear back from her after signing the new documents because I was worried I wouldn't get any money back. I feel like I was cheated into paying more. All I wanted was a refund for the moment to pay off my medical bills and then come back and get the services when I had the money. It seems like the way they are operating is to get you trapped into some contract that they don't explain to you to get your money with no way out. I am honestly so frustrated and wanted to go back in the future for services but now I have no desire to associate with them anymore.Business Response
Date: 09/23/2022
We have worked with this guest to resolve within the terms and conditions. The service agreement has been uploaded for review.Customer Answer
Date: 09/27/2022
Complaint: 18062426
I am rejecting this response because:I have not received any services from this company. Therefore, I do not understand why I can not be fully refunded.
Sincerely,
***************************Business Response
Date: 10/06/2022
We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy.Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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 WAS SENT A TEXT FROM IDEAL IMAGE, CALLED AND MADE AN APPOINTMENT FOR BOTOX (I NEVER PAY UP FRONT FOR BOTOX AND WILL NEVER PAY UP FRONT FOR ANYTHING-- MY POLICY). SHE ASKED IF I WAS GETTING WHAT I GOT LAST TIME.. I SAID PROBABLY. I MADE APPOINTMENT FOR OCTOBER SO I WOULD HAVE THE MONEY IN MY ACCOUNT. I HAVE TO SAVE FOR THIS.SHE TOOK $420 OUT OF MY ACCOUNT THAT DAY AND DID NOT TELL ME.SENT A GENERATED EMAIL STATING I APPROVED - WHICH I DID NOT. I APPROVED ONLY THE APPOINTMENTBusiness Response
Date: 09/23/2022
Contracts with Ideal Image need to be paid up front to schedule. Any guest with a balance over $250.00 is unable to be scheduled. We apologize about the inconvenience with our updated policies.Initial Complaint
Date:09/23/2022
Type:Order IssuesStatus: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 bought the laser package and when I was going every 6 weeks saw a noticeable different 90% and now that my contract ended all my hair is growing back . I feel they lied and as soon as you stop it grows back this is not what I was told that when I stop all my hair to grow back Im devastated. Now I am back to shaving my face every other day . I cant live like this they lied to me ..Business Response
Date: 09/23/2022
Guest is welcome to go into clinic to do assessment with Medical Provider as guest is fully treated with in terms and conditions of contract. Guest does have the Lifetime Guarantee and can use for any additional treatments needed as contract does not guarantee results. Contract has been uploaded for review.Customer Answer
Date: 09/26/2022
Complaint: 18062019
I am rejecting this response because:
It will not work and I waste my money paying for more sessions when it only keeps you hair free when you do the laser and as soon as I stop I will get all my hair back thet I started with . This is not what I was told ! I was not told as soon as my treatments are done my hair will all grow back and be thick like it was when I started and no difference.. they lied to me saying it would not grow back and if it did it would be thin not how I stated out . I feel I waisted my time and money thinking it would be better and not be embarrassing to go in public after I was done with my treatments ..
Sincerely,
*************************Business Response
Date: 10/04/2022
We suggest giving the center a call and speaking with a medical professional regarding your treatment results. It could be hormonal or from a medication that is causing new hair growth as the follicles treated do not grow back. Please review contract in terms of Laser Hair Removal treatments and results. Thank you.Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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 August 31, 2022 I set up a consultation with Ideal Image. I wanted to receive a laser hair removal service. After talking to the consultant she advised me to try three different areas of laser. When asking all of the questions I needed to ask she avoided them and talked around the questions, while also pressuring me to accept the sale they were giving out for the month of August. After feeling pressured I scheduled an appointment and signed the contract. I asked could I have a day or two and she said no because the sale would be over and it would be more expensive. Now I have to pay ***** after interest. I was told from the credit company that they can be credited back but Ideal Image is refusing to, even tho I have not received any services from them at all. I also have no copy of the completed contract. I hope that someone can be of assistance.Business Response
Date: 09/23/2022
We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. There is no scam. Understanding your Service agreement means you understand our refund policy. We are happy to resolve within the terms and conditions of the contract which has been uploaded for your review. Thank you.
Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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.
Concerned! On 9/21/22 I was looking around to find a consultation for Botox injections and found them online. They called me right away and the lady that was on the phone with me asked me if I would like to schedule a consultation. It turned out to be a Zoom consultation, with someone who I didnt know if she is a licensed professional or customer service for the company. She gave me a scope of work on my face over Zoom and sent me a price list for immediate payment. I asked if I can instead go to the office to get in person consultation with a professional on site, but she pretended she spoke with the office and told me they dont do in person consultation before I make a payment, but in fact I can just go there if I want to see the place itself without getting a time for appointment. I immediately spotted something strange about it and really want to try save others from making upfront payments for the services without in person consultation. The customer service representative was very pushy, was trying to scare me that if I dont pay now I will lose the discounts she offered me, threw in an expensive eye cream as a gift in the package she was so desperately trying to trick me in and so on. This is a disgusting way to make money and also very dangerous games to play with peoples health. I strongly encourage you to look into the ethics of this business. Thank you !Business Response
Date: 09/23/2022
All contracts with Ideal Image need to be paid for up front, there is no scam as we stand behind our service agreement and the commitment it offers. This guest did not purchase and is not a guest of Ideal Image.Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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 called to get information about hair removal everything was on a video call the person offered me a package for more than ******** I went to my first appointment and the prices on the front desk are cheaper than the price the agent give to me also I told the receptionist that I don't need one of the areas (Front neck area ) and she told me that is ok I don't have to pay for that she will open a case to remove ****** from the charges I don't need any other hair removal and they told me that I will receive a call from an agent he called me but he said that I have to pay the original amount doesn't matter that I'm not using he said that I can have credit but I'm not interesting any other treatment I ask for cancellation and he refused to cancel the account I feel that he is forcing me to spend money for no service I was reading the agreement and this agreement doesn't have a cancellation addendum. how do I have to pay for a service that I'm not going to use and I feel like they want to steal my moneyBusiness Response
Date: 09/23/2022
Ideal Image packages and discounts/promotions change often. We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. We are happy to resolve as offering another service or another resolution that falls within the contract terms and conditions. Attached is the contract for review.Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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 uploaded a typed complaintBusiness Response
Date: 09/23/2022
We apologize about any scheduling difficulties on our end. We do have a treatment book optimization team that works closely with the center to assist with scheduling. We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing.Understanding your Service agreement means you understand our refund policy. In addition, the guest is on a monthly payment plan that does not coordinate with the appointment schedule. We offered guest a discount on payment still due and the guest declined.
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