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

1,399 total complaints in the last 3 years.
212 complaints closed in the last 12 months.

If you've experienced an issue

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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:09/21/2022
Type:Product Issues
Status:
ResolvedMore 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 consulation on 9/13/2022 on Zoom with a sales person and several times stated I wanted to have my upper lip filled with the same filler I had 2 years ago. After saying this many times she finally got to a price of $500.00 and I paid with my card and made appt for 9/20 at 10:30 am. At 10:00 am Tuesday day of appt someone called me to tell me to fill my check area filled was not available. I again stated that I never scheduled that proceedure it was for my upper lip. She told me oh, then you can't come at 10:30 can you come at 12:00 or 1:00. I scheduled for 12:00 and I went early. I get there to ask what was going on and what was the issues and I find out that not only do I need another consulation they fee I was charged was incorrect and was only basic filler. I told the receptionist I had gone over this with the zoom agent 4 times, this person then says I should have been seen in person. The person who was going to do fillers comes out and says yes we can do that but now its more as it is a more difficult fill. I told them that is not what I signed up for and I am not paying additional money and at this point they are bate and switching me and I will not pay anything an want a refund. Then I am told they can't do that it has to go to corporate and someone will handle and could be weeks. THIS IS NOT ACCEPTABLE. Bait and switch is what I call it and I want a refund and I will NEVER use this company ever again. The services were not provided, they were not identified to the office correctly and as the consumer I am suppose to sit around and wait for you to get to an email from the Boca Office?Refund my card $500.00 they I was charged and remove my information from your database.
Business Response
Date: 09/21/2022
Our services are non refundable. We are happy to swap out the product at no additional charge
Customer Answer
Date: 09/24/2022

Complaint: 18051269

I am rejecting this response because: I spoke to ********* *************) from Ideal on the phone on Thursday at 9:23 am who stated to sign a release and ****** amount will be refunded due my card immediately. She apologized for the horrible bait n switch in services. I will not accept anything else and it is real disgusting that this is a response after the phone about this complaint!

Sincerely,

*********************************
Business Response
Date: 09/26/2022
This has been resolved.
Customer Answer
Date: 10/04/2022

Complaint: 18051269

I am rejecting this response because: Credit has not been confirmed with my credit card company since this was signed and is still pending.

Sincerely,

*********************************
Customer Answer
Date: 10/20/2022
Just received credit. Case can be closed.
Initial Complaint
Date:09/21/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Initially, I was interested in laser hair removal. Between the time I started the contract & the time of my first appointment (approximately 1.5 months), I developed health issues (skin issues) that would deem me ineligible for laser therapy. I called 8/9/2022. and spoke with an agent - MB. She informed me that I would need to fill out a medical history form. I submitted the form immediately. I hadn't heard anything for about a week so I emailed MB again on 8/15. on 8/16, via email she stated that the file was still under review & that she would call me when a decision has been made. Apparently, I missed a call from her on 8/22 but my voicemail box was full. I. didn't recognize the number immediately. I called back on 8/22 & left a voicemail - no return call. I sent an email on 8/29 - no return email. I sent another email on 8/30 - no return email. I sent an email on 9/6 - no return email. I call 9/6 & was told that my case was transferred to another representative and that there would be an email sent to a supervisor to handle the cancellation of my membership. No call has been returned. I called 9/9 - no call has been returned.I have called at least every day or every other day with no response from any manager. I have been told that she is on another call or gone for the day. I have sat on hold for extended periods of time to either be hung up on or told no one is available. The last contact I made was with ****** told me she texted/messaged the two managers for this case personally & would call me back. As of this posting, I haven't heard anything from anyone from Ideal Image. This is completely unprofessional, disrespectful, and deceptive business practices. I have provided everything Ideal Image is requesting so I am confused as to why they won't even speak to me.
Business Response
Date: 09/21/2022
We will have someone contact you to address your concerns
Customer Answer
Date: 09/26/2022

Complaint: 18051200

I am rejecting this response because:
I am still reaching out to staff members with no response back. I do not trust that someone will reach out to me due to the lack of response or communication at this point.

Sincerely,

*****************************
Business Response
Date: 10/04/2022
We will have someone reach out to the guest today. Thank you.
Customer Answer
Date: 10/05/2022

Complaint: 18051200

I am rejecting this response because: no one from ideal image has contacted me regarding this - I got one call stating that I would get a call from a medical representative and still no calls.

Sincerely,

*****************************
Business Response
Date: 10/17/2022
We are resolving by refund on 10/19. Please Contact the lender by 10/20 to confirm receipt of funds
Customer Answer
Date: 10/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:09/20/2022
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.
Initially, I signed a contract with this business for one service. It was an amount that fell within my budget and I was prepared to pay for the service. At my first treatment, a representative at the business offered me another service, but pressured me to sign it and didnt allow me to review my finances and budget before making me sign the contract. I am now stuck with two payments, which total are outside of my ability to pay. I have tried to cancel the second service with the business, but they wont let me cancel either contract. I would ideally like to cancel the second service that I was pressured into signing for, but if need be, I would cancel both services and contracts.
Business Response
Date: 09/21/2022
Our service agreement in non refundable. We are happy to provide a swap in service. It is our understanding this matter has been resolved
Customer Answer
Date: 09/24/2022

Complaint: 18028147

I am rejecting this response because:
I had to sign a contract under duress without being able to review the contract in its entirety or my personal finances before signing.
Sincerely,

*******
Business Response
Date: 09/26/2022
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. We are happy to consider other resolutions besides swapping a service or area that fall within the terms and conditions of our contract. Thank you.
Initial Complaint
Date:09/20/2022
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.
Im embarrassed to say I spent over $6,000 on laser hair removal services from Ideal Image, with no results. My appointments were not as started in the contract, there was never enough availability unless you booked 3 appointments in advance, and often times they would cancel or have to change appointments. This caused the contract (only 18 months) to include less sessions because they hair to be 6-8 weeks apart (per their rules). I have no results from this procedure, have had a lot of pain from the lasers, spent a lot of my time here and not to mention $6,000+. I always tried to tell them the issues I was having, but they were dismissive or always had a temporary answer or solution to the problem.
Business Response
Date: 09/21/2022
This guest is fully treated per contract guidelines and will need to use their lifetime membership to continue treatment.

Our service agreement offers no guarantee of results
Initial Complaint
Date:09/20/2022
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 7/25/2022, I contacted ideal image customer service to get information and possible set up an appointment for a cool sculpting consultation. The customer service rep transferred me to another representative of ideal image who did an online consultation. The representative was going through this process hastily and had some electronic documents sent to me to sign. This was for the cool sculpting. I did not understand the documents and was pressured to sign the documents. She wanted to set up an appointment for me to go on the next day with one big applicator instead of the four she told me about. What we do to one side we will do to the other she said, then she wanted to use one applicator. I sent her an email after that that I dont want to go the next day. I called ideal image to cancel my appointment . I later got a bill from Ally lending. I called them to inform them that I did not get the service and no longer require a loan, they said they would put in a dispute which had me confused. I got a call subsequent to that from ***** from ideal image informing me that I cannot cancel because I signed an agreement that states the funds are non refundable. I told him I wasnt told that and the entire conversation was quick. He offered to reduce the payment to $3500 from $3900. I told him I cannot afford it and I have health conditions Im working on. He again tried to pressure me into withdrawing my dispute with **** lending if he reduce the amount. I asked to speak to his supervisor and he had ***** a colleague of his called me the following Monday. ***** was rude and basically told me I have to pay for a service I did not receive, I cant afford and have health conditions as well as trying to get pregnant. I am severely stressed out over this and would like the funds returned to Ally lending. I cant be responsible for $3900 when I didnt use the service and was not told there was no refund. I wasnt provided with the contact until I spoke to ***** and asked for
Business Response
Date: 09/21/2022
This guest has been resolved
Initial Complaint
Date:09/20/2022
Type:Customer Service Issues
Status:
ResolvedMore 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 Sept 17th at noon I had a Zoom consultation with a sales representative for Ideal Image for laser hair removal over the course of 16 months. I was told the service had a lifetime guarantee and if I wasn't satisfied or decided to not use the service for ANY reason I would be refunded. This call was recorded, so if you need to review that call (Ideal Image should have it on file). I paid with a credit card in the total of $2590.00. I have NOT received any products, care or services to date. I was sent several emails including a description of the lifetime guarantee which is actually a $250.00 annual MEMBERSHIP not a guarantee. They did NOT send me a copy of the fully signed contract. I called on Sept 18th at 11:30am and spoke with a customer service representative who told me she would put request a cancellation and refund. She said it would take 5-7 business days for someone to contact me. I called back again around 12:30 to request a copy of my contract. They confirmed I had requested a refund and the said they'd email a copy of the contact.On Sept 19th at 8am a customer service rep said he couldn't cancel because the contract didn't have a cancellation clause. He said because the services had already been PAID in full as of Sept 18th the contact was binding and I wasn't eligible for a refund. The rep said he would email me a copy of the contract and refund me only $250.00 for the lifetime membership. But I was responsible for the remaining and that I could use it for different services. He flat out refused a refund for the $2340 for laser hair removal. I requested to speak with a supervisor and he said someone would call me soon. My credit card confirmed the card was authorized for $2590.00, but it was still PENDING therefore I hadn't actually paid. So the contract should still cancellable. 9/19 at 3pm, I still have not received a copy of the contract. My credit card still shows a pending auth for $2590.00. I haven't received any refunds.
Business Response
Date: 09/21/2022
This guest has been resolved
Customer Answer
Date: 09/23/2022

Complaint: 18049710

I am rejecting this response because: Ideal Image hasn't resolved the issue and I have not been refunded. I was told a supervisor would contact me this week and I never received a call or email.
Ideal Image still not provided me with a copy of the contract. I was told I would be partially refunded on Sept 19th for $250.00 for the "lifetime membership" and that I would receive an email with a copy of the contract, confirmation of lifetime membership cancellation and a refund to my credit card of $250.00. None of this has happened. The customer service representative said his supervisor would contact me this week to discuss my contract, but I was never contacted.
Given the time between signing 9/17 and when I called to cancel 9/18 (Less than 24 hours) and no services were provided I expect a full refund of the $2590.00. The sales representative on the RECORDED VIDEO call told me they would refund me if I wasn't comfortable moving forward "we want you to be happy or we'll refund you" she said this after I explained that I had been burned at a different MedSpa previously and was hesitant to move forward. I believe now that I'm a poor candidate for laser. I feel the sales representative was dishonest and I just want to cancel my contract and I expect a FULL refund.
I've called Ideal Image 4 times and still have not been able to resolve this issue. BBB please help me resolve this issue. Their response of "this was resolved" with no action is not acceptable.
Sincerely,

***********************
Business Response
Date: 09/26/2022
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 for the services. A refund has been initiated for the Lifetime Guarantee Membership of $250.00. 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.
Customer Answer
Date: 10/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:09/20/2022
Type:Customer Service 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 been talking to a consultant for several months. I was told I needed ******* to schedule an initial appointment. I came up with the money, and paid them. Then I found on their website a condition that they can't do the procedure with. I have that condition, cold urticarial. When I question it, the consultant told me that I needed to go to the first appointment and if once I got there they said I couldn't do the procedure they would fully refund my money. I went to the Initial appointment on Aug 19. I was told I would have my first treatment, then. I got to the appointment. It was another consulting apppointment, in which I was told all the sessions I paid for would be used on one area. (Which is not what I was told initially). When I questioned the disorder that I have and being able to complete the treatment. I was told that I would have to get a note from my doctor that I would not be a canidate for medical clearance. I was in touch with my doctor that day. I notified the initial consultant that day that I can not be medically cleared. I sent emails the next four days with no response. (when they wanted my money they responded within 10 minutes.) I called the facility on Wed the 24th and explained the situation and stated that the initial consultant had not returned any of my emails. They stated that they did not handle that part and sent me back to the consultant who called two hours later. I explained the issue again and she stated that i needed a note. I up loaded the note on the 29th. I have have gotten nothing but run around, and ignored. I have been told that the only one that can submit the refund is the initial consultant. I supposedly had someone from upper management reach out on sept 6 and stated she would get on it and call me right back. I have heard nothing. It has been a month.
Business Response
Date: 09/21/2022
This guest has been resolved
Initial Complaint
Date:09/19/2022
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.
I went in I got evaluated I told the attendant what I wanted,they initially told me they couldnt do one of the procedures I was fine with that, they had me take out a loan which I did I got the first cycle, it really looks worse than it did before nothing happened it was very very lumpy I tried very hard to get back in I Called for an appointment at a different location thinking maybe it was a location the girl was like no you have to pay an additional $400 for your second cycle because they put your plan wrong to begin with. obviously I called customer service many times got a case number and they kept saying they would get back to me never got back to me finally after a year I went in to see what was considered a medic at the ************** place in ************, she told me yes I can see what happened kind of commiserated with me said she would call me in five days with either a refund or another procedure she was going to think of something and now here it is four weeks later and no call I am at my wits end I am paying a bill for nothing and I am extremely angry.
Business Response
Date: 09/19/2022
We have attempted to reach this guest via phone but were unsuccessful. An E-mail has been sent to the guest. We encourage the guest to reach out to us at their earliest convenience so that we are able to assist with resolution that aligns with our terms and conditions. Thank you.
Initial Complaint
Date:09/19/2022
Type:Order Issues
Status:
ResolvedMore 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 9.2.2022, I contacted Ideal Image to seek information about their services. I spoke to one lady, and she quickly sent me to another lady to give me a quote. After speaking with the 2nd rep. I felt uncomfortable, rushed, and pressured. Before ending the video, I asked more than once if I change my mind in the next 48 hours can I cancel the services. She said yes, no problem, just let her know.9.4.2022 I texted her I had some concerns and did not want to proceed. She texted, "I don't work weekends, and I'm in Vegas right now for the holiday weekend. I will take care of this when I'm back at work." She continued to text me, asking what was concerning, only to dismiss everything sent. She refused to cancel the contract and told me to make an appointment, and that Ideal Image was set to request the funds for the contract from Ally lending on 9.5.2022.I was and am still sick from COVID during this time. She said that was not a valid reason to cancel the contract and became even more aggressive in trying to get me to schedule an appointment. She said the agreement is non-refundable. It does not matter whether or not I received services.9.5.2022 I called Ally and attempted to cancel the services, but they said they had to speak with Ideal Image first. I'm still waiting.9.15.2022 A representative from Ideal Images' corporate office called me to tell me the same thing the previous representative said. The contract is non-refundable; it does not matter whether or not I received services. I said this was odd because the representative did not say this during the initial zoom interview. She said no problem canceling. No one said anything about no refunds until I said I wanted to cancel.I told the corporate representative that I wanted out of the contract and that they would refund Ally or I would be forced to take legal action and contact the Attorney General. She kept saying the same thing.No services were received. Refunds and contract cancellations are needed.
Business Response
Date: 09/19/2022
This will be resolved on or before 9/21/22 via dispute. Thank you.
Customer Answer
Date: 09/21/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:09/19/2022
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.
Last August 31 2022 I signed a contract for laser hair removal of under arms and lower legs with Ideal Image via online consultation. I signed another contract from ********* to finance the treatment. The next day (Sept 1,2022), I did tell my husband about how much will be taken out from our bank account as my monthly payment for the loan. Unfortunately, since I'm not the one doing the financing of our income, I did not know that we are currently struggling financially. So, I called Ideal Image the next day (Sept 2, 2022) and informed them of intent to cancel and the lady who answered the phone told me she will make a case for me and wait 5-7 working days and I'll received an email. At the same time I emailed the consultant about my situation and the need to cancel. I also, called ********* and told them my situation needing to cancel because of financial difficulties. ********* started a claim dispute and a final decision will be shared by 10/7/2022. After 7 days, I did not get an email so, I called Ideal Image and told them again my intent to cancel. The lady who answered told me that no case was started for me but she will open one. And also, I was told during the conversation that I will not get refunded even if I did not start the treatment. Two days later, I was able to get hold of case specialist and told me I can not get out of the contract and offered me $700 discount if I let ********* know in writing that I will cancel my dispute. At this time, I am very stressed and worried because financially we cannot afford it even with discount. I felt wronged about this contract that Ideal Image trapped their consumers even without receiving service.
Business Response
Date: 09/19/2022
This will be resolved on or before 9/21/22 via dispute. Thank you.
Customer Answer
Date: 09/20/2022

Complaint: 18041284

I am rejecting this response because: There's nothing to dispute. Treatment never commenced. We can not afford it. This situation has given me a lot of stress and worries. And, it's giving me health problems.

Sincerely,

*********************************** ***
Business Response
Date: 09/21/2022
Based on the dispute initiated by the guest through the lender. This matter is being resolved 9/21

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Ideal Image is NOT a BBB Accredited Business.