Business Profile

Medical Spa

Ideal Image

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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

1,409 total complaints in the last 3 years.
210 complaints closed in the last 12 months.

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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:08/30/2022
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've been a long time customer with fully paid sessions. I put my file on hold to have two children back to back. When doing so I still had various sections to be laser treated that still had not been completed and were paid for. Once returning to the company I was told they couldn't find my sessions. After some back and forth it was discovered I did have sessions remaining. This is the ********* **. Location. I scheduled appointments that kept getting canceled by the business. They offered a complimentary session because of the continued cancellations due to Covid. I was in my way to an appointment when I was notified via voicemail my appointment had been canceled yet again. I called and called no response. I called a few months later completely frustrated to only be told they don't have me on record and couldn't find my file saying I was on hold due to pregnancy. Back to square one. I was told a manager would have to call me because a claim would need to be filed. I never heard back. Today I called cooperate, and wasn't faced with any more customer service. I was told my sessions are complete. (The lines are recorded they can literally go back and listen). I had paid sessions that were never used and a "complimentary" session that was never settled by this company non of which is being acknowledged at this point and the only solution I'm being offered is to pay more money for a membership. I am owed sessions and I would like that to be honored because they were paid for. The girls in the actual office were always awesome however this bios was practice is shady at best. I want my service honored.
Business Response
Date: 08/31/2022
Guest has 1 treatment remaining for Jaw line, upper Front Neck and Peri-A that have been sent to the guest via DocuSign. Once signed the guest can call their home center to schedule. After this, the guest will be in touch-up phase of contract.
Initial Complaint
Date:08/30/2022
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 purchased a laser hair removal package of $2400 in early July and was told that the earliest appointment they could make for the initial consultation was August 20th. On August 20 I arrived to their facilities a few minutes late and they told me my appointment was canceled and I had to reschedule at that point I decided I wanted my contract terminated since services had not been rendered and called corporate offices immediately. In researching further, I have discovered that the hair is too fine on my face and removal is not going to be effective. Today I got a call from the corporate office from someone saying that I would not be able to cancel this contract that it is none refundable. That is unsatisfactory and a rip off. If you have not provided any services why am I not able to cancel this contract? That along with the inability to have a reasonable appointment set on an ongoing basis is unsatisfactory, This issue was not explained to me at the time of sale. I would like my contract canceled and My money refunded. Stop Lying to make sales!
Business Response
Date: 08/31/2022
This guest has a dispute that will be resolved on or before 9/7/2022. Thank you.
Customer Answer
Date: 09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This business indicated that no refund would be issued and this appt is for me to see if there are others services I can apply the paid amount to instead. That does not take away that the sold me a contract for services That won't work. I am not interest in any other service they provide. But was told it was either that or just give up and throw away the money. Still looking for a full refund since no services have been provided.
Business Response
Date: 09/15/2022
This was resolved on 9/6/2022.
Initial Complaint
Date:08/30/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called for information and they gave it to me no problem but when I declined the financing they said it was fine. They were going to set me up with an appointment for a consultation i believe and said they just need to hold a card on file to do that. The immediately charged me $950 even though when I asked when the payment is due she told me it's the first week of October. I'm trying to get some help. I canceled my appointment because I don't want to receive the services yet if there's a chance I can have a refund. I want the service but I can't afford it up front. Would like to wait a few months and in the meantime get a refund.
Business Response
Date: 08/30/2022
The contracts with Ideal Image are non-refundable. The payment taken was the down payment required for services to be started - monthly payments will start at a later date.
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. Thank you.
Initial Complaint
Date:08/30/2022
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 cancelled my December 2022 scheduled sessions fewer than 30 days after making the appointment and paying. I had to cancel due to a fairly big change in my health, a clotting disorder and taking stronger blood thinners. Since then, this request for cancellation and refund of whatever pertinent charges (minus the cost of processing fees and the skin treatment they sent me and the "lifetime warranty membership") has gone unanswered. I heard from ********************* with the company, he asked me to update my medical info and I did that day, replying to him that day to make sure he knew. He has not contacted me since. I have called multiple times, emailed multiple times and have had no communication from **************** or anyone else on the customer service team. Yesterday, ****************************************************************** back as soon as they weren't busy with another client. I did not hear back. I called this morning and the call went unanswered, I left a voice mail. Since the company has said nothing and the only people I can speak to are the poor customer service folks doing their best to help me, I have opened a dispute with my credit card company and filing this complaint. Two weeks is not an acceptable amount of time for a customer to wait on even the tiniest update on a case for a refund or anything else.
Business Response
Date: 08/31/2022
We have received the documentation and our medical team is reviewing. Thank you.
Initial Complaint
Date:08/30/2022
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.
Provider said they would perform a laser suction to my abdomen and the machine couldn't perform the function. ***** said I'm not a candidate and the company refuses to refund my accounts.
Business Response
Date: 08/31/2022
We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
Customer Answer
Date: 09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have any voicemails from any representative from Ideal Image. I keep contacting the location where I was to receive services from and they TEAMS message a ********************* asking him to contact me. I called the office again today making sure they had the correct phone number and they do.
Payment for services is due today to the company and I cannot resolve this and have been trying to since 08/16/2022.
Business Response
Date: 09/21/2022
We apologize for the delay. We will have ****** reach out to you today
Initial Complaint
Date:08/30/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for lip filler and they didn't have any open appointments on the books for the foreseeable future, even when I kept calling as they suggested. I asked for a refund because I moved out of state and they have ignored all of my emails and phone calls even though they have a policy for refunds if you move out of state and away from a facility. I'm going to lose over $650.
Business Response
Date: 08/30/2022
We have received documentation requested as of yesterday and are working on getting in touch with this guest today to resolve. Thank you.
Initial Complaint
Date:08/30/2022
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.
About a year ago to the date, (Aug or Sept 2021) I purchased several cooltone and coolsculpting treatments. I have since then, been in a cycle of scheduling with the clinic, having them cancel on the week or day of the appointment, rescheduling, and on and on. They apparently keep losing care providers, which is understandable because their infrastructure seems deeply flawed. They have refused to refund me the over $2000 I paid for services that were never provided. They have basically stolen my money at this point and I am retaining legal services to *** them.
Business Response
Date: 09/01/2022
We have spoken with the guest and this has been resolved within the terms and conditions of the contract.
Initial Complaint
Date:08/30/2022
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 spoke with someone from Ideal Image for a free consultation about laser hair removal on my face. The lady seemed nice, and we talked about different ways that the procedures could be beneficial. So, I finally decided that i would have to make payments on these services that would sum up to be $2,245.36. The $245 is the down payment (which I have not paid) and the other $2,000 is for a loan (that i did not know the terms of). There was a technical malfunction while I was going over the payments and costs, so the representative decided to send another link to click to provide my information. I do not recall finalizing anything and the representative never went over the terms of me signing a loan with an entirely different company. I feel like these charges were unauthorized and simply unfair regardless of it being a binding contract. What if these services are not healthy for my skin, what if I get an allergic reaction, what if I contract a skin eating disease? What if their staff is uneducated? Why should I be responsible to pay regardless of if I have or have not received these services? This is insane and so cruel. Why would a company make you pay for something that you are not going to use? Their sales tactic is very misleading and unethical. All they want is the money, not concerned with how you feel about them. This is the worst experience of my life and I regret that my stepmother introduced me to them. I have spoken with both parties and have been getting nothing but lies about terminating the loan. They are refusing the close and terminate the account even though I dont wish to use their services. They will not send me the original copy of the contract that i signed and just emailed a receipt instead as well. ****, I do not recommend doing any type of business with them. Do they think I should trust them with my skin after this? Absolutely not.
Business Response
Date: 08/31/2022
***Document Attached***
Ideal Image guests complete an in-person or virtual consultation with our Sales Consultants who recommend treatments based on our guests interests. After purchasing each guest then completes a health history questionnaire and is then assessed in clinic by a medical professional. 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. The contracts signed/digitally acknowledged have been attached for review.
See Attachment/File: document10.pdf
Customer Answer
Date: 09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am concerned about my skin and do not wish to recieve your services. The conditions of the loan was NOT thoroughly explained and I did not authorize anyone to put a loan in my name without explaining the terms. Hence why I am stuck with a $2000 loan that I do not need. A refund WILL be an option. If I'm not comfortable with something that's concerning MY SKIN, I have a right to ask and receive a refund regardless of your no refund policy.
Business Response
Date: 09/20/2022
Loan applications are completed by the guest. You have to acknowledge the terms of the loan prior to accepting the offer. You have the right to request refund. We are denying refund based on the guidelines in the contract you signed
Customer Answer
Date: 09/20/2022

Complaint: 17896192

I am rejecting this response because: Regardless of the terms of the loan, it makes absolutely no sense to pay on a loan for services I have not received. I have spoken with the lender, Fortiva Retail Credit and they informed me that instead of issuing a refund, you are able to send the credit back to them of the $2,000 since I have not used the funds for your services.

Sincerely,

*****************************
Initial Complaint
Date:08/30/2022
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.
I didn't authorize a payment to my debit card neither did I sign a contract and they still took my money off my debit card. They took 600 dollar off my account, when they said they need 692...I told them I didn't have any money on my card and they made 2 transactions the first one for 500 and then a second one for 100 dollar. I want my money back.
Business Response
Date: 08/30/2022
Attached is contract acknowledged by the e-mail address provided above by the guest on 8/29/2022. Please see page 29 - 32 regarding payments.
Customer Answer
Date: 08/31/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't put my signature on anything, Nothing was sent to me to sign my name on it, I was getting an consultation and I didn't authorize anything for my money to be taking off my card I hug up on the lady because she was trying her best to make me pay, I didn't agree and why did she take 500 and 100 if I agreed to it she tried my card once and it went three and tried it again for 100 and it went threw she authorized my card without my permission and I want my money back all of it
Business Response
Date: 09/01/2022
Ideal Image contracts are electronically acknowledged. Each section of the contract has to be acknowledged before moving to the next to complete the contract. 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 resolve your concerns as long as the resolution is within the contract terms and conditions.
Customer Answer
Date: 09/07/2022

Complaint: 17895549

I am rejecting this response because: I wasnt informed by the consultant that when you check those boxes that you are trying to see if you can get approved for the loan and that you are accepting the loan at the same time, they missed informed me as well as took my money off my card without my permission, Im going to contact the attorney general office today,as well as get me a lawyer, this company continues to scam people out of their hard earned money, as well as, lie to get peoples money, I dont want their services, and I shouldnt have been made to accept them threw a scam or misinformation, I wont stop until I get my money back because this company needs to be shut down, Im going to even do a class action lawsuit against them.

Sincerely,

*************************
Business Response
Date: 09/20/2022
PLEASE REVIEW YOUR ACKNOWLEDGED AGREEMENT WHICH ADVISES YOU REGARDING EVERYTHING YOU AGREED TO
Customer Answer
Date: 09/20/2022

Complaint: 17895549

I am rejecting this response because: I wasnt properly informed about checking those boxes, had I know that by checking those boxes that Im agreeing to accept a loan I would have never checked them. To my understanding those boxes were to be checked to see if I qualify for a loan, not accepting it. I dont want any services from ideal imagine at all they also know this have know within 24 hours that I dont want their services, you cant charge for services not rendered, I have yet to make a appointment or even talk to anyone else besides that crooked consultant. I dont want anything from yall but my money and I want stop until I get it. I have contact the loan distributor and *** also contacted my attorney general off. I want my money back THE END!!!!

Sincerely,

*************************
Initial Complaint
Date:08/30/2022
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 had an hour virtual consultation with this company. During that time they told me that I was a good candidate for the services they provided. I paid $6500 in advance for my procedure. The day of my appointment they refused to render my services. They only waiting so half the services. I didn't want that & requested my money back and they refuse to refund me.
Business Response
Date: 09/06/2022
We have advised this guest that we will need confirmation of Umbilical Hernia from her Dr to move forward. We have not received documentation
Customer Answer
Date: 09/07/2022

Complaint: 17895860

I am rejecting this response because: in the contract it says that if the company cancels my services due to medical reasons, I could get a refund. When I went the day of my appointment, they refused to service me because the technician said that it looked like I had a hernia. Therefore I dont understand why they just wont honor their contract. I have attached the page of the and circled the paragraph. I can provide the entire contract if needed.

Sincerely,

*****************
Business Response
Date: 09/07/2022
It is within our sole discretion. We have advised that the possibility of a medical condition. We need that confirmed to move forward

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Ideal Image is NOT a BBB Accredited Business.