Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

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

1,403 total complaints in the last 3 years.
210 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:09/07/2022
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.
This is a cosmetic center and I was charged more than what was needed. I kept telling the consultant that I only needed one syringe for filler on my face. She kept proceeding that I needed two and if I didn't get the two I won't be able to get the service. I paid for the full amount and went to the clinic to get the procedure. The nurse indicated and agreed that I did not need two as well. They kept saying they will refund me the amount not used. I've had to call several times to get my money back and was giving the turnaround each of the several calls made. A team member from the executive team also was not very responsive. In 2 occasions she said she would reach out and did not reach out at all. I just want my refund for the amount not used. That's all and they don't seem to want to help me with this matter. I have also attached the receipt which they also did not give a proper contract as well.
Business Response
Date: 09/07/2022
This matter has been resolved
Initial Complaint
Date:09/06/2022
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.
Sales Pitch & misleading information August 8, 2022 by *********************************. On August 8, 2022, I spoke via video chat and phone call with ********************************* with Ideal Image of ******. She was very persistent in me signing up for my first treatment and getting me to apply for credit for laser hair removal. BUT did in fact make it a point to tell me that she was leaving for ***** for a while. Now, her email no longer works when I try to reach her. At NO time during our conversation did she mention that there is a yearly fee of $250 for the Lifetime membership NOR did she mention that the laser hair removals vary between people. If the treatments only take a few sessions, WHY did I have to sign up for 16 months for $1400 with Ally Lending? I am asking for a FULL refund to be paid back to Ally Lending. Acct. #*******************. and my CONTRACT CANCELLED immediately. I did have 1 treatment and NEVER did anyone state that the black hairs would grow back WHITE/GRAY. I was aware that laser does not remove those types of hairs but was not told that my black ones would come back white. I am VERY disappointed. By the number of complaints with this company, I now see why. PLEASE contact me asap @ ************. They say that ALL calls are recorded. If so, PLEASE listen to mine. Thank you Loan origination was August 9, 2022 Initial appointment 1 Laser removal session August 10, 2022
Business Response
Date: 09/06/2022
We will have someone contact you to resolve your concerns
Customer Answer
Date: 09/07/2022

Complaint: 17923550

I am rejecting this response because: I have been waiting for a response from Ideal Image Management Team for a very long time and NO ONE is calling me back. I need this rectified. I have already contacted Ally Lending about them to NOT hold me accountable for the loan. This company has over **** COMPLAINTS, (some of which are very similar to mine) so this should not be a surprise to the BBB. Thank you for any help you can give me.

Sincerely,

***********************************
Business Response
Date: 09/12/2022
Enrollment in the selected *** Membership is for 12 months from the date of enrollment purchase (Membership Term), which requires payment of a $250 annual enrollment fee and your provision of a valid credit card to remain on file with Administrator. The guest does not have to continue with the yearly renewal if they choose not to, we simply request that the request is made before the renewal date of the next year.
Please see below for contract information regarding the ***M:
ANNUAL AUTO-RENEWAL AND CANCELLATION. YOUR ENROLLMENT IN THE *** MEMBERSHIP AUTO-RENEWS ON AN ANNUAL BASIS EVERY 12 MONTHS FOLLOWING YOUR INITIAL MEMBERSHIP TERM. AS A RESULT YOUR CREDIT CARD ON FILE WILL BE CHARGED THE ANNUAL ENROLLMENT FEE OF $250 EACH YEAR THAT WE OFFER THE *** MEMBERSHIP UNLESS YOU CALL MEMBER SERVICES AT 1-800-BE-IDEAL ***************) TO CANCEL THE RENEWAL OF YOUR *** MEMBERSHIP OR PROVIDE US WRITTEN NOTICE OF CANCELLATION AT LEAST THIRTY (30) DAYS PRIOR TO YOUR ANNUAL MEMBERSHIP TERM RENEWAL. ANY TERMINATION OF YOUR *** MEMBERSHIP AT THE END OF ANY ANNUAL MEMBERSHIP TERM IS AT YOUR OPTION AND IS WITHOUT COST OR PENALTY PROVIDED YOUR TERMINATION IS IN ACCORDANCE WITH THE ABOVE CANCELLATION PROCESS. WHEN YOU TERMINATE, YOU WILL CONTINUE TO HAVE ACCESS TO THE *** MEMBERSHIP BENEFITS FOR THE REMAINDER OF THE PERIOD
FOR WHICH YOU HAVE PAID, BUT YOUR *** MEMBERSHIP WILL TERMINATE AT THE END OF THAT PERIOD. ADMINISTRATOR RESERVES THE RIGHT TO DISCONTINUE THE *** MEMBERSHIP AND/OR TO CHANGE THE ****** BENEFITS AND CONDITIONS OF THE *** MEMBERSHIP TO ANY ANNUAL RENEWAL FOLLOWING YOUR INITIAL MEMBERSHIP TERM. ADMINISTRATOR RESERVES THE RIGHT TO TERMINATE ANY *** MEMBERSHIP FOR ANY REASON, INCLUDING FOR NON-PAYMENT, UPON NOTICE TO YOU. IF ADMINISTRATOR TERMINATES YOUR *** MEMBERSHIP FOR ANY REASON OTHER THAN NON-PAYMENT, YOU WILL RECEIVE A PRO-RATED REFUND OF YOUR MEMBERSHIP FEE. INITIAL HERE TO INDICATE YOUR UNDERSTANDING AND ACCEPTANCE OF THE ANNUAL AUTO-RENEWAL AND CANCELLATION TERMS.
Each individual handles laser hair removal different which is why Ideal Image offers a 16 month package. Guests will receive no less than 5 treatments and are eligible to receive up to 4 additional treatments within the 16 month period.
Please see below taken from contract regarding treatment timing, etc:
Service Sessions. The Laser Hair Removal (***) package described below includes service sessions typically scheduled six (6) to eight (8) weeks apart that must be completed within sixteen (16) months following your first treatment. Any of the services not completed within this 16-month period will be forfeited, and no refund will be given.
If you choose the fee per session package, you agree that you are not eligible for the lifetime membership, including touchup sessions, when choosing this package.
Unlimited treatments within your prescribed treatment interval. Treatment intervals range from **** weeks. Price per session derived using a 9 treatment plan of 5 standard treatments and 4 touch-up
In addition, laser hair removal does not change the color of the hair.
Guest has been assessed as a candidate, medically cleared and begun treatments. Refunds. Except in accordance with Section 4 of the Terms and Conditions and as may be required by state law, all fees and services are non-refundable. 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.
A copy of the contract has been uploaded for review.
Customer Answer
Date: 09/18/2022

Complaint: 17923550

I am rejecting this response because: I was NOT assessed, if you call a virtual assessment legit, I am not buying it. When I had my first visit, the young lady took a photo of my chin/upper lip area. All hairs were BLACK, now they are growing in all WHITE and course. I am scheduled to go back for an assessment to see if I am still considered a candidate. If not, then my contact will be null/void. Thank you

Sincerely,

***********************************
Business Response
Date: 10/18/2022
Next appointment is scheduled for 11/15. We will address further after this appointment
Customer Answer
Date: 10/21/2022

Complaint: 17923550

I am rejecting this response because: I am scheduled for a service on November 15th, After speaking with ******** (Nurse Practitioner) that did my last laser treatment, she indeed informed me that YES, when getting laser on chin/upper lip areas to remove the black hairs, the new hairs can indeed grow back white and more course. She also informed me that customer service and the lady ****** does not have the medical knowledge to quote me that this does NOT happen. She is noting my account and if by next treatment they are still growing back white and course, she will reevaluate and put in for a possible refund. Thank you
Sincerely,

***********************************
Initial Complaint
Date:09/06/2022
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.
I purchased a laser hair removal package after going through the free consultation for such a procedure. I was not planning to purchase anything that day but the sales lady was very convincing and rushed me through signing a contract. I do not have any recollection of being told this was a legally binding contract and feel coerced into this contract. I was told I would not be billed until my first procedure which I cancelled. This company uses very shady sales tactics. I read online all the reviews after my consultation and signing of documents and saw the horror stories of people being burned, being sold false expectations, reading about their staff not being trained or even legitimate nurses. I do not trust this company with my body to do any procedure and Im being told that Im legally bound to this contract regardless. I financed this all through Ally lending and cancelled the loan through them directly and Ideal Image is not refunding the money. These people are crooks!
Business Response
Date: 09/06/2022
We will have someone contact you to discuss your concerns
Customer Answer
Date: 09/07/2022

Complaint: 17923093

I am rejecting this response because:
Ive already spoken to two of your representatives and unless you are refunding Ally lender in full there is no resolution I will accept and I will continue to leave negative reviews all over social media like I have been doing until it is refunded
Sincerely,

***********************
Business Response
Date: 09/07/2022
We have reached out to you as promised and will continue reaching out to address your concerns
Customer Answer
Date: 09/08/2022

Complaint: 17923093

I am rejecting this response because:
Again, unless you are reaching out to confirm a full refund to Ally lender, I do not accept any other response. Your contract says no refund for fees and services rendered and ZERO services were rendered and a fee is not a service package which is what I was sold. I have reached out to a lawyer to look over the details of the contract and will continue to post my story online until refunded.
Sincerely,

***********************
Initial Complaint
Date:09/06/2022
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.
In March of 2020 I signed a contract to pay Ideal Image $3000 over the course of 18 months for laser hair removal. When the loan officer was talking to me about what to expect, she said that if I were to get pregnant they would pause my 16 month contract until I was able to come back post baby after clearance from my dr. *** next couple weeks ***** hit and everything shut down, I was informed by the clinic (the one located on *************** in ************, **) that they would extend the contract for the months that they were closed. I later learned they did not extend that contract. In November 2020 I got pregnant, I found out the beginning of December and immediately called them to pause my contract until I was cleared. ***y said they did, however, in February of 2022, after getting cleared by my OB (I had a cesarean so I had to wait until I was completely healed) I learned that they did not pause it and that they'd let my contract lapse. Since then I have reached out numerous times, they gave me an additional 2 services when I should have had 6-7 services, and have since refused to let me have anymore services without paying an additional fee. I have since confirmed that they do pause contracts due to pregnancy because they will not do services on someone while they're pregnant. I confirmed this with the receptionist at the clinic I had gone to. Saying things, promising things, to get someone to sign a contract and pay you money and then not following through is illegal. I have tried to get resolution since February and have not had any. I am requesting a full refund of the $3000 since, if I would like to have the services done (obviously by someone else) I will have to start completely over as I did not receive even half of the services I should have.
Business Response
Date: 09/06/2022
All Pre COVID contracts received a 30-90day extension based on the length of closure for that specific center. Pregnancy postponements are valid for *********************************************************************************************** expiration. Due to age of contract, this guest will need to use their lifetime for continued treatments.
Customer Answer
Date: 09/19/2022

Complaint: 17922723

I am rejecting this response because: I called the business to pause my contract due to pregnancy in December of 2020 and they did not pause my contract and let it lapse. This is an error and lapse of follow through on their part and I should not be expected to pay for their error.

Sincerely,

**********************
Business Response
Date: 09/21/2022
We have provided you with the remainder of your contract treatments despite expiration. You are fully treated per contract and will now need to use your lifetime membership
Customer Answer
Date: 09/26/2022

Complaint: 17922723

I am rejecting this response because: I received only 5 treatments. I was informed that if I were to get pregnant that my contract would be paused. It was not. Telling someone something to get them to sign a contact and then not following through is illegal and called contract fraud. I was also told that the model that you use is a course of time, not a number of treatments. So between Covid and my pregnancy, I had only a handful of months of service. With the clinic closing down from Covid less than a month after I started my contract and me being unable to get in until September of 2020 (and I had been told that my contract would be extended due to the pandemic, again, the extension did not happen), and then calling in December to get my contract paused due to my pregnancy, that even without the pandemic pause was only 9 months, so I should have had an additional 7 months since my contract was for 16 months. I was not given an additional 7 months (or the pandemic pause I was told I would get as well, so it should be 10 months total). So, no. My contract was not fulfilled. I was told many things to get me to sign the contract and none of those things ended up being true, so I expect a refund since the contract was not followed through on from your part.

Sincerely,

**********************
Initial Complaint
Date:09/06/2022
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.
January 2022 I spent $938.57 on a cool sculpting session at Ideal Image. We scheduled the session and the business called to postpone. No big deal, things happen. I understand. But its September now and this location keeps dodging my calls and I still have not had the cool sculpting completed. *** tried to resolve this at the lowest level, *** called frequently, tried to leave voicemails. Ive emailed. The Arundel location has HUNG UP on me when I tried to reschedule! This location is a scam and I want nothing to do with their business. I want a refund as they neglected to provide the service I paid for and are so sketchy about rescheduling. The resolution I want now is a full refund and out of the contract. Why would anyone stick around if the other side isnt willing to fulfill their end of the contract?
Business Response
Date: 09/06/2022
We apologize for the experience you have had. We will look further into these allegations. Regarding your service, you signed a non refundable service agreement. We are happy to assist with scheduling you in one of our sister locations
Customer Answer
Date: 09/07/2022

Complaint: 17915429

I am rejecting this response because: I do not believe it was made in good faith. I have attached the document I signed earlier this year that outlines the terms and conditions of our prior agreement. I attempted to hold my end of this agreement (show up on time to scheduled appointments, was flexible when told by the Arundel location a reschedule needed to happen). The phrasing of this agreement WOULD be fair if the business made a genuine attempt to reschedule. However, the inaction (and hanging up during our phone calls done by this location) coupled with bullet 1 page 1, and point 4 page 5 indicate this is a predatory move by the business to take people for a ride. I do not wish to allow a business that uses tactics like this near my face. I do not trust their medical professionals.

Sincerely,

***************************
Business Response
Date: 09/12/2022
We apologize for the inconvenience as the ** contract had expired therefore the center was unable to schedule you. The contract has been extended and you are not able to schedule. Once again, we apologize for the lack in communication from the center level. Our corporate **************** is happy to assist you in scheduling at a clinic of your choice. 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. Please let us know the best way to reach you and we will have our treatment book optimization team reach out to you to assist with scheduling.
A contract has been uploaded for review
Initial Complaint
Date:09/01/2022
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.
On august 24, 2022, I signed up online for a consultation with Ideal Image in ********** *******. Within 5 minutes, I was called by a team member who asked me what service I wanted. I told him Cool Sculpting for belly fat. I was connected to consultant for a Zoom meeting. We talked about the procedure. She had me show her my trouble spot. she told me about cool sculpting, that I would need 2 to 3 treatments, for a cost of $2600 which included a $250 membership. she was sure it would take the fat away.She made me an appointment the very next day fifth my first treatment. I went to the Ideal Image at 4 pm on the ********************** the treatment room. The technician looked at the belly and then touched my belly "fat" She asked if I had had children. I said yes. She said"this is not fat, it is loose skin from pregnancy. Cool Sculpting will not help. I thanked her for being honest with me. I said, I guess I get a refund?She said she wasn't sure. She asked if there was any other procedure I might want? She started listing all procedures offered. I said, No thank you, this is all I wanted. Now I just want a refund. Now, I had just used my card at the reception desk, I asked to cancel it. but they said they had to go through the case department. The receptionist said someone would call within 3 days. No one called. I called customer service on Monday, August 29. I was connected to ********. She put me on hold, then came back and told me the case manager called me 3 times and couldn't get through. I told her there are no missed calls, voicemails or recent calls . She then said I'd have to wait until Wednesday for the case manager to try again.if the case worker cannot connect to me by phone, have her email and I will call her, since she can't seem to connect. Nothing today either.The attachments are of my charge bill. The charge states " pay over time" they charged full amount. They kept the contract too
Business Response
Date: 09/06/2022
We have advised guest that she purchased cycles not areas. We are still able to use the cycles. Cool sculpting will not improve skin laxity but will resolve subcutaneous fat in her desired areas. Refund is not being provided but guest being provided store credit
Customer Answer
Date: 09/06/2022

Complaint: 17895608

I am rejecting this response because:
I visited the office in my area, the same one I had gone to from the start.
they said nothing about buying a procedure and not an area. Never. Nurse told me it couldnt be done. Asked if I wanted to do any other procedure. I said I do not. She told me to have the girls up front start a case for a refund. I have been in contact with ******** who has asked for multiple documents and told me she couldnt go by my word of mouthshe Kept saying my contract was only refunded if it was a medical reason. She asked if that nurse said it was medical. I said yes
that is why I went back to the office in Wellington.
they called and a different customer service person answered. She told the office receptionist that she did not send the proper documents. So, while I stood there with her, she sent the nurses documentation of no procedure.
I fulfilled all her requests yet still no refund?
I was lied to by the **** saleswoman.she said cool sculpting would solve the problem. Then their nurse said no!
Ive do e nothing wrong. I did not lie, have buyers remorse, nothing. If they cannot complete their end of the transaction, a refund is in order.

thats why
Sincerely,

*******************************
Business Response
Date: 09/07/2022
We will have someone contact you to discuss resolution
Customer Answer
Date: 09/08/2022

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:09/01/2022
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.
Paid $600 for lip fillers on Aug 20 2022. I am on Accutane (Isotetinoin) for severe acne. I wanted to double check with **************** that this procedure was ok. **************** said absolutely not. She wrote a doctors note and I submitted it to ideal image as part of my case for a refund. Ideal image came back saying that "their medical team" gave me the clearance to get the procedure despite the fact that I am on Accutane and they are now refusing a refund. **************** knows my condition better than them. I was never given any medical exam or in person consultation that would give them any inclination to believe they knew my health and skin condition better than ****************. The fact that they are refusing a refund for a medical reason is unbelievable.
Business Response
Date: 09/06/2022
Accutane is not a contraindication for Fillers. We are able to safely perform this treatment. We have advised no refund however guest is able to use payment as store credit
Customer Answer
Date: 09/06/2022

Complaint: 17895267

I am rejecting this response because:
This business is asking me to go directly against my doctors orders, something I am horrified to do. **************** is not allowing me to get this treatment because of the condition of my skin and lips. I had an appointment with **************** 4 days before she advised against this procedure so she knows the most current condition of my skin. The so called medical team at Ideal Image has never once even seen me in person and is unqualified to issue any opinion on my healthcare.

Sincerely,

*************************
Business Response
Date: 09/07/2022
We are not advising you go against your Dr. wish, we are advising that we cannot provide refund for this reason. We will provide account credit but refund is not am option
Customer Answer
Date: 09/09/2022

Complaint: 17895267

I am rejecting this response because:
If you read my doctors letter, it says I must refrain from ANY cosmetic or elective procedures. This means I am unable to get any service your company provides. Something like laser hair removal would leave large areas of my skin blistered and scarred. My doctor knows my current skin condition better than your team who has never seen me to do any type of evaluation. I currently have angular chilitis on my mouth, scabs that will not heal on my face, and cold sores that relentlessly break out because the medicine Im on is getting extremely aggressive and affecting my skin. This is why my doctor advises against cosmetic procedures. I saw her 2 days before she sent that doctors note.
I do NOT feel safe receiving any service from this company, and this is because my dermatologist of 4 years said NOT to get any elective or cosmetic service. I was told I could get a refund for a medical reason and that a doctors note would make it happen quickly. I feel as if I was lied to with your medical teams opinion sprung on me out of nowhere. You are not qualified to issue a medical opinion on me, and put my face at risk, with never having seen me for an evaluation. I cannot comprehend how you expect me to weight your opinion over that of my personal dermatologists who I see monthly.
Seeing as I have extensive documentation that Ideal Image knew this was against my doctors orders, is the company willing to take responsibility if I end up with a severe infection or permanently damaged skin?
I am horrified to go through with this procedure and even more so after seeing how recklessly this company is pushing back against my doctors orders. This is extremely unprofessional and unethical.
Im going to need you to do me a solid and issue a refund because I will not stop pursuing this until I get one.
Sincerely,

*************************
Business Response
Date: 09/20/2022
WE have placed your case back under medical review and will follow up once reviewed.
Customer Answer
Date: 09/20/2022

Complaint: 17895267

I am rejecting this response because:
I do not believe there is a need for another medical review on your part. My doctor recommends against me receiving any cosmetic procedure during the duration of my treatment. Im embarrassed I have to explain to her how irresponsible Ive been in even attempting to get this service in the first place. A dermatologists recommendation for their client should suffice as reason for a refund. I am a patient of hers, not yours.
Please follow up ASAP, thank you. I am now wondering if it would be easier to go the small claims route.

Sincerely,

*************************
Initial Complaint
Date:09/01/2022
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.
Hello, I had a virtual consultation with Ideal Image on Feb 4/2022 for laser hair removal and cool sculpting and I informed the sales person that I was breastfeeding. I mainly asked about the armpit area with breastfeeding and she informed me that it was safe. A couple of days later I get a call from the technician that would perform cool sculpting and asked me if I was breastfeeding and I said yes, that I had informed the sales person. Come to find out, I won't be able to complete the cool sculpting procedure until I am done breastfeeding. She submited a ticket on my behalf to get a refund for this procedure since I will breastfeeding until Dec 2022 and past my time limit to complete the procedure. On 3/8/22 I received a call from ******* at 9:45am and proceeded to tell me she could not refund because of breastfeeding. I could only ask for a refund if I became pregnant. She did extend until Jan 2023 and I could call to re-evaluate my request for a refund. I informed her I am planning on being pregnant again toward the end of the year and will be breastfeeding again so I will not be able to complete the procedure in over 2 years (****) I really would like to get this financial burden resolved. If I was done with breastfeeding and not planning on getting pregnant again I would complete procedure, more than happy to have a flat stomach, but that is not the plan and, more importantly, I told the sales person I was breastfeeding. She should have informed me that I would not be able to complete the procedure until after and I would have decline it knowing my future plans for my family. Unfortunately, it is part of the contract under cool sculpting about the lactation. I agree I should have read instead of signing the contract withou fully reading it
Business Response
Date: 09/01/2022
We apologize about any miscommunication regarding the procedure purchased and breastfeeding. 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. We are happy to extend or postpone the treatment contract until the guest is able to have the procedure or swap the guest into a procedure that she can complete while breastfeeding.
Customer Answer
Date: 09/06/2022

Complaint: 17895264

I am rejecting this response because the sales consultant should have told me that I was not able to complete the CoolSculpting procedure. As a consultant her job is to consult me on the procedure process and safety. She was aware that I was breastfeeding and planning to do this for at least 1 year. I brought up the question of safety when I was considering the armpit laser and she assure me it was safe to breastfeed. I followed up with an email to ****************** on 2/24 when I received a call from the laser technician telling me I could not complete the procedure and she never responded. I have been trying to cancel this since that day. It is upsetting and disappointing that a great experience with the laser treatment has been overshadowed by this experience. Is there a payoff I can do to get out of the CoolSculpting?

Sincerely,

***********************-pla
Business Response
Date: 09/07/2022
We will have someone reach out to you to assist with your Medical Contraindication
Initial Complaint
Date:09/01/2022
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 made a purchase for laser hair removal from Ideal Image. I felt as if I was misled in the purchase. I decided to cancel the purchase. The consultant was communicating with me through text. I asked her if I could be refunded. She stated that I would be refunded. She then cut off communication with me when I tried to inquire about getting my refund. I have screenshots of the texts. The purchase of $2500 was made on two credit cards. $2000 on one and $500 on the other. I made a dispute for both charges. Ideal Image refunded the $500 to the card that charge was made on. However, they did not refund the $2000 to my other card. I want a full refund. I received no services from Ideal Image and do not want to due to false and misleading statements by this company. If they conceded to refund the $500, then they should refund the remaining $2000.
Business Response
Date: 09/01/2022
*****,

Ideal Image has not refunded any amount from your contracts. When you opened a credit card dispute the funds are pulled from Ideal Image and will show as pending in your account until the dispute is completed. The funds will remain with the party who wins the dispute.

ideal Image stands 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.

We are happy to assist with resolution that falls within the terms and conditions of the contract if the dispute does not end in your favor.

Thank you.
Initial Complaint
Date:09/01/2022
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 will be also letting state officials know. I came in after a call for getting some work done for myself for once. The gal on the phone in some other location was nice, went thru I for on pricing etc. when I came to my appointment, I should have never went inside the door. The office lady was outside in the curb in her phone and looked at me and legitimately hugged when I walked to the doors. I had to go inside and wait at the desk while she finished up whatever she was playing or watching in her phone. Ok.. I chalk that up to bad day. We all have them. I had been in dispatch at my work since two am, this appt was at 1pm. I was still in work gear, construction etc. She hands me my tablet and says sit down and fill out. I look at it, my name is wrong. I go up and explained they must have misspelled it and asked to get it corrected. Also was my email address, apparently this was a major pain to her as she grabbed my tablet. Said they would have to fix it "in the system" and I continue. She then says I need to do a zoom type meeting to go over my medical history. In the lobby. On speaker, with three other complete strangers/clients listening in? I asked if this could be done in private as it has me marked as having allergies? I do not have any allergies. Well.. now all the sudden I am not approved to get my lips done. Uhm. Excuse me? I again asked if I could go into private room (HEPPA LAWS PLEASE!) so we can get my information fixed. Nope. Ideal image charged $1,200 on my card. I asked can I get that put back on or a return receipt. No we don't do that. Someone will call you they say. So .... That was 14 days ago. I called corporate three days later asking about my refund. Again, someone will call me. Still nothing as of today. These people take your money, could care zero about what they are doing or t the "medical" end. HIPPA violation claim is also being made. My cell is turned off and is ************
Business Response
Date: 09/06/2022
Active credit card dispute prevents us from moving forward. This guest was provided refund through her credit card companie
Customer Answer
Date: 09/08/2022

Complaint: 17895605

I am rejecting this response because:
according to my bank they have not seen or heard from ideal image. I have continued to call and email with still no res

Sincerely,

*********************
Business Response
Date: 09/12/2022
Funding was pulled from Ideal Image when the dispute was opened by the guest. Ideal Image nt longer holds the funding at this time and we are unable to resolve as the funds are not allocated with Ideal Image.
Customer Answer
Date: 09/13/2022

Complaint: 17895605

I am rejecting this response because:
According to my bank, they have not received the amount refunded 9/13/2022
Sincerely,

*********************
Customer Answer
Date: 09/22/2022

Complaint: 17895605

I am rejecting this response because:

in regards to the request for proof I was charged and the funds have not been returned. Here is a screen shot of the debt charge and the chat with my card saying they have not received the funds still.

Sincerely,

*********************
Business Response
Date: 10/18/2022
We no longer have these funds. Funds were returned. You will need to wait for funds to reflect in your account

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Ideal Image is NOT a BBB Accredited Business.