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

1,416 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:08/19/2022
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 have dark spots on my face, so I went through consultation with Ideal Image for BBL photofacial treatment. They have guaranteed me to remove dark spots from my face, so I paid $1350 and signed contract for 5 treatments. Upon first treatment I have not gotten any results, which I complained about. When I showed up for second treatment they didn't proceed with it but requested for me to get checked with dermatologist if I have Melasma. I have done that and brought them a doctor's notice that I do not have *******. After that I went for my third appointment and their nurse told me that BBL photofacial treatment will not help me. Basically I was lied to at the initial consultation, I have paid $1350 and now they tell me that even though they can not provide me service I paid for, they can not refund me money either and offering me different services that have nothing to do with my dark spots problem. What can be done to fight this injustice?
Customer Answer
Date: 08/19/2022
***Document Attached***
Here I am attaching a screenshot from my email where the ideal image nurse confirms that this laser is not suitable for me. although before I paid for the services (April 27) the consultant told me that this laser was almost created especially for me and that it could remove all my spots on my face. I will also leave a screen where the amount that I paid them is indicated.
See Attachment/File: FDCF9A1F-D04C-448B-8DDF-4F326AA533DE
Business Response
Date: 08/23/2022
We have spoken to this guest and come to a resolution. Thank you.
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was offered to take only part of my money, and the documents for the return of $ 880 were in my mail. but I do not agree to pay a member ship in this clinic and a procedure that absolutely does not suit me and does not give a result. I think that this is a mistake of the clinic and I should not pay for it! I had a consultation before giving my money to this clinic, and then the consultant told me something completely different and promised that this procedure was exactly what I needed! I do not agree to pay for other people's mistakes. This procedure does not suit me and I want a full refund!
Customer Answer
Date: 08/25/2022
Please see attached signed HIPPA release.
See Attachment/File: Signed HIPPA Release.jpeg
Initial Complaint
Date:08/19/2022
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.
This is one of if not the worst company I have dealt with in my entire life. Signed contract with this company 5 months ago for belly fat reduction. At first appointment, the company confirmed that they could not help me with my issue and would refund the contract to Fortiva Credit Services which underwrites the $3700 loan for the service along with a $150 package that is supposed to be used for the treatment. The $150 package was returned to the company 2 months ago unopened and during the last 2 months, the company, Ideal Image, continues to make excuses as to why they have not refunded the cost of the package. Ideal Image took over 3 months to credit back the loan for services costing hundreds of dollars in finance charges and after 5 months 15-20 phone calls for the company to resolve the issue, has still not refunded my order completely which is now affecting my credit report because it is showing as money owed. Ideal Image confirmed receipt of the package weeks ago and makes excuse after excuse why they still haven't refunded the costs of the package which was never used or opened. Ideal Image cannot be trusted whatsoever and owes me the cost of the returned $150 package never refunded as well as all finance charges associated with this "loan" which should have been refunded 5 months ago. There are over $200 in finance charges due to the length of time it took for Ideal Image to refund order still showing owed on my credit report.
Business Response
Date: 08/31/2022
Business Response /* (1000, 7, 2022/08/22) */
The skin-care comes from a third-party and is also returned to a third-party warehouse. Ideal Image is unable to release any funding for skin care until the third-party company has received the skin care back into their warehouse and they have reviewed and documented the condition of the skin care. If accepted back into inventory then Ideal Image will reach out to the guest regarding funds for skin care. Thank you.

Consumer Response /* (3000, 9, 2022/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has had nearly two months to inspect an unopened returned package for a refund. Absolutely unacceptable.

Business Response /* (4000, 11, 2022/08/25) */
As mentioned previously Ideal Image does not receive the skin care returns as the Skin Care is shipped from a third-party company. There can be no further resolution until the skin care has been accepted by the third party. Please provide tracking information and we will be happy to reach out to the third party regarding the return. Thank you.

Consumer Response /* (4200, 13, 2022/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Confirmation of return has already been verified by ideal image several months ago so stop making excuses. The company does not need two months to verify a return which was not even opened.

Business Response /* (4000, 15, 2022/08/26) */
We need your tracking information. Thank you.

Consumer Response /* (4200, 17, 2022/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Return has already shipped back months ago and the company has already confirmed receipt of the returned package so you do NOT need to use excuse of needing a tracking number (you should have it anyway since it was "returned to sender"). #rd party company that shipped original package will have it although, as we've explained, they have already confirmed receipt AND so tracking is a moot point at this juncture.
Initial Complaint
Date:08/19/2022
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 was doing research on noninvasive fat reduction services that led me to the Ideal Image website. I entered my information indicating that I'd like to learn more about their services. I received a phone call a few minutes later to do a virtual consultation. I was scheduled for two coolsculpting sessions financed by Ally l******. Within a few days after speaking with my medical provider and husband, we decided that we would like to start working towards pregnancy and coolsculpting while potentially pregnant is not recommended. I called cancelled my coolsculpting appointments and called Ally l****** to request loan cancellation. Ally l****** agreed to cancel the loan. Ideal Image called me to inform me that they would not refund Ally b*** and that the services cannot be cancelled thereby forcing me into a loan for services that I cannot have per medical advice. During my consultation I was never informed of the binding nature of the services. Ideal Images contract policies are predatory.
Business Response
Date: 08/31/2022
Business Response /* (1000, 7, 2022/08/22) */
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. Th*** you.

Consumer Response /* (3000, 9, 2022/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ideal Image refuses to refund Ally B*** despite evidence within their contract that states refunds may be given under specific circumstances. I have not received services. I do not intend to receive services in the short-term due to the medical risk it may present to myself and others while I am pregnant. I do not intend to receive services in the long-term as I cannot assess the recommendation of the services in the future and the potential risk to my health and or others. I did not agree to a lifetime commitment.

Consumer Response /* (3000, 11, 2022/08/23) */
***Document Attached***
Ideal Image offered financing through Ally B*** in the amount of $2,550.00 for 4 sessions of coolsculpting within a 6 month period. After filling out an interest form online on April 21, 2022, I received a phone call and virtual consultation within minutes. A brief description of services and the contract was given before scheduling my sessions for June and July. I was informed that I would not be binded to the agreement should any medical conditions deem me an inappropriate candidate for the coolsculpting services. Two weeks after my consultation, my partner and I decided that we would start family planning. My need and ability to receive coolsculpting changed. I called to cancel my loan with Ally b*** in May and cancelled my coolsculpting appointments. Ally B*** agreed to cancel the loan and informed me that I would receive notification in the mail. Over the next few months, I would continue to receive past due notices from Ally B***. In August, I inquired with Ally B*** as to why the notices were continuing despite cancellation. Ally B*** initiated a dispute with Ideal Image. Ideal Image contacted me in regard to the dispute and stated that they could not refund Ally B*** therefore forcing me into a loan agreement for services I have not and cannot receive. Per Ideal Images contract, "Coolsculpting services are not recommended for: (a) Any female who is pregnant, may become pregnant, or is lactating;". Ideal Image states that "4. Ideal Image may also terminate the Agreement at any time and for any reason and they will then refund you if their medical director in his/her sole discretion determines that you are not an appropriate candidate to receive treatment services as follows: 1) If treatment services have not yet been performed, you will receive a full refund in the amount of the total service fee price received, less $100;" Despite not being an "appropriate candidate to receive treatment" as a "female who is pregnant, may become pregnant, or is lactating:", and the agreement of Ally B*** to cancel my loan for services not rendered, Ideal Image has refused to refund Ally B*** and hinders the cancellation of the loan. In addition, Ideal Image image is unable to provide the services within the stated service agreement timeframe of 6 months due to my ineligibility per the agreement. The loan is reflecting over 90 days past due and will negatively affect my credit standing for services that I am ineligible to receive for a service agreement that Ideal Image is unable to provide per that contracted terms.

Business Response /* (4000, 13, 2022/08/25) */
Resolved.
Initial Complaint
Date:08/19/2022
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 never authorized a charge from Ideal Image. They tried to charge my card for potential services at a previous date and the card declined. They were supposed to contact me at a later date to see if we could authorize at another time. I never received contact about trying the card again and I was done with the company. I no longer wanted to use their services and they still charged me without authorization. No contact was made.
Business Response
Date: 08/22/2022
We are having difficulties finding the account associated with the name provided. Please provide the information for the guest with the concern so we are able to assist with resolution. Thank you.
Initial Complaint
Date:08/19/2022
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 had a consultation in winter of 2021 for laser hair removal (LHR). I was told that the appointments would continue until the dark hair on my arms is completely removed. LHR works by catching hairs in the growth phase to stop growth completely (hence why multiple appointments were needed). During my appointment in April or May of 2022, I was told I only had 1 more appointment in my 16-month contract. I was hoping that the appointment would miraculously make all of the hair disappear. Unfortunately you can't tell right away whether the hair was caught in the growth phase or not because your arms look bare for a few weeks or so after the appointment. Most of my hair is still on my arms after 16 months of painful treatments. The techs kept spacing my appointments out longer and longer. I didn't realize I was limited by number of months (16) since I was told in the consultation that appointments would continue until the hair was completely gone.
Business Response
Date: 08/31/2022
Business Response /* (1000, 7, 2022/08/22) */
***Document Attached***
Guest is fully treated after 5 treatments within 16 month contract with up to 4 additional treatments as long as contract is not expired. The guest has had a total of 9 treatments at this time. The guest is eligible to use the Lifetime Guarantee and continue with treatments if they choose to do so. Attached is a copy of the contract for review regarding treatment timing and results. Thank you.

Consumer Response /* (3000, 9, 2022/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an extremely expensive treatment that was promised to get rid of all of the dark hair on my arms. The lifetime guarantee does not cover the full cost to do remaining treatments. My right arm is still covered in dark hair. It would need multiple treatments to get rid of what is left.

Business Response /* (4000, 11, 2022/08/25) */
Guests are fully treated after 5 treatments to the area purchased. Guest has been treated 9 times within contract. The guest has the lifetime guarantee option that they are welcome to use if they choose to do so. The contract signed by the guest has been uploaded for review. The guest is welcome to go into their home clinic to be assessed by a medical professional to see if more treatments can be provided at the center level.
Initial Complaint
Date:08/19/2022
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.
On 08/01/22 I went to the location in Cordova, TN for an in person consultation for cool sculpting. I answered a few health questions to the best of my knowledge (NOT KNOWING THE EXTENT OF MY BLEEDING CONDITION). After listening to the sales pitch someone came in and physically looked at me and stated i was a good candidate for treatment, After finding out about the swelling after effects and the months before VISIBLE results I informed the rep that if i couldn't get treatment that week that i WASN'T interested in proceeding with treatment at all. She told me she couldn't check the appt calendar until I signed the contract so I told her no thanks and I WASN'T interested in proceeding. She then says she will pull up another clients profile so she can see when the first available appt is. She looked in the system and said I found an appt for you in 2 days. I asked are you sure? She says yes, but you have to hurry because this spot can fill up fast, So I signed the contract. I came for the appt. 08/03/22 went back got undressed and was told I was scheduled for the wrong device and she wouldn't proceed or it would damage my body.(INVAILD TREATMENT PLAN) and the next available appt was in about a month. i stated that was unacceptable and I wanted to cancel (REFUND). I didn't want treatment as stated in my consultation. She stated she would notate that and open up a case for a refund and that I would hear from them soon. Marion B. calls a few days later and tries to schedule another appt which is still about a month out after explaining how I only signed because i was able to get started that week and the consultation rep was fully aware of this. I asked for a refund and was told NO per the contract.I stated I was coerced into to signing because of the promise to fulfill my request for treatment that week which you weren't able to honor due to negligence of the intake staff. Still NO.08/09/22 my Dr advised against treatment due to my condition(note provided)
Business Response
Date: 08/31/2022
Business Response /* (1000, 6, 2022/08/22) */
We are reaching out to this guest to assist with resolution. Thank you

Consumer Response /* (3000, 8, 2022/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund has been issued. They have reviewed my medical documentation that clearly states I should not get cool sculpting because of the condition in my stomach. I received a call from Marion again and she said that their medical team agrees I shouldn't get the treatment now but that I can get it when my condition clears. This is not only outrageous seeing as how no one knows if or when it will clear, but it goes against my caring physician's orders. What reputable company would force a client into getting services that goes against their Doctors wishes. I have lost trust in your services in the care of my body. I realize that customer satisfaction and well being is trumped by money with Ideal Image. I want nothing less than a full refund of the contract I was coerced Into signing with information that Ideal Image couldn't uphold.

Business Response /* (4000, 10, 2022/08/25) */
Guest has provided further medical documentation and it is currently under review. Thank you
Initial Complaint
Date:08/18/2022
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 was manipulated to purchase a set of IPL services that I was told over a zoom call assessment where you can't really medically examine the skin through, that it should treat an issue I had. I then was rushed to sign a loan with Ally (lending company) for $2600 and before I know it I'm stuck with this amount! Weeks before my first scheduled appointment, I decided to consult a REAL dermatologist who can PHYSICALLY assess my problem and assure me those services would help! Sure enough the doctor not only warned me that this WILL PERMANENTLY worsen my case, but those services might be grounds for skin cancer in my situation! Terrified I rushed to call Ideal Image to get this whole thing called off and the loan refunded to Ally, but "Kisha" the rep was not happy! She was SO RUDE and hung up on me! However she told me to call the loan company and ask them to release me from the obligation. i called (Ally Lending ) but they said we already paid Ideal Image! You need to call them and ask them to refund us! I called Ideal Image again and this time Jason was upset that I disputed the loan amount! I explained this is what Kisha your rep said what I should do! He said well, we will simply decline the dispute cause we have the right to. And you signed a contract that the money is not refundable. I said I was never told that! And I have a medical doctor advice to not do the services!! He said maybe use the money for laser hair removal instead, Or gift it to someone! I said I don't need laser and I won't gift anyone a $2600 gift! He said good luck then! Wait for the resolution! Obviously they declined the resolution and they offered me instead a $500 refund to terminate the agreement with legal terms that implies that for me to get this (only $500 out of an original contract of $2600) I agree to forfeit any rights to contact the bbb or any social media platform or legal parties. I obviously declined the offer and I'm contacting the BBB for a satisfactory resolution attempt.
Business Response
Date: 08/19/2022
This was resolved by a financing dispute through the guests financing company. Thank you
Customer Answer
Date: 08/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
No it was not resolved with the lender as the lender dined the dispute because Ideal Image declined to refund the amounts they got from the lender for services I will not be able to use due to their damaging health effects they will cause to me (based on my doctor's advice) and the loan amount is still fully due on me and I just discovered they have opened 2 loans with 2 different account numbers with the same amounts borrowed and both are due! Please see attached proofs!
See Attachment/File: Account summary
Business Response
Date: 08/25/2022
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. Thank you.
Customer Answer
Date: 08/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I did respond to their emails. I will only communicate through emails to always have a valid proof of their claims. However, they claimed in the email that they refunded the loan amount to the Loan provider which is not true. The amount is still showing on my Ally's account as due.
Customer Answer
Date: 08/31/2022
In contrary, I never said I paid it off, I said the loan company (Ally) had paid the full amount to Ideal Image in advance for sessions to be provided to me in the future. And since I can not have those services performed on me after I consulted with a dermatologist if those services would be good solutions to my condition, the dermatologist advised that those services would be completely damaging in my case and I shouldn't have them, moreover Ideal Image should've never advised me with them in my skin condition as a solution.
. So I asked Ideal Image to refund the loan company the full amount I was approved to borrow for those services. But they declined and they only credited back around $560. So I still owe Ally the rest of the money which is a little over $2000 to be paid over 18 months for services I'm not able to use. Basically owing $2000 for nothing! All because Ideal Image wouldn't refund the amount they got in advance.
I hope this clarifies things.
Please find attached a current statement from the loan company showing the amount due on me. And a copy of the dispute results with the loan company stating I still owe them the full amount basically because I deal Image declined to pay them back.
See Attachment/File: Consumer Rebuttal 2
Business Response
Date: 09/01/2022
Business Response /* (1000, 5, 2022/08/19) */
This was resolved by a financing dispute through the guests financing company. Thank you

Consumer Response /* (3000, 7, 2022/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No it was not resolved with the lender as the lender dined the dispute because Ideal Image declined to refund the amounts they got from the lender for services I will not be able to use due to their damaging health effects they will cause to me (based on my doctor's advice) and the loan amount is still fully due on me and I just discovered they have opened 2 loans with 2 different account numbers with the same amounts borrowed and both are due! Please see attached proofs!

Business Response /* (4000, 9, 2022/08/25) */
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.

Consumer Response /* (4200, 11, 2022/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did respond to their emails. I will only communicate through emails to always have a valid proof of their claims. However, they claimed in the email that they refunded the loan amount to the Loan provider which is not true. The amount is still showing on my Ally's account as due.
Business Response
Date: 09/20/2022
This guest has been resolved
Initial Complaint
Date:08/18/2022
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.
On June 15, 2022, I paid Ideal Image $715.27 for facial fillers. They canceled my appointment because I had a lifestyle lift a few years ago and said they cannot do the fillers because of that. I have been fighting with them to get a refund for the $715 I've even put a complaint in with **************** and they are just give me a hard time and getting my money back. I am at my **** end with them I don't know what else to do. They are the ones that cancel my appointment not me I believe I should've gotten a refund within that week because they're the ones I canceled it and refused to do the fillers on my face
Business Response
Date: 08/19/2022
This was resolved on 7/19 however the guest then opened a credit card dispute therefore Ideal Image is unable to assist with any further resolution, if needed, due to the open CC dispute.
Initial Complaint
Date:08/18/2022
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.
Back on March, 2021, I got a Hair Removal Plan with Ideal Image, and I was told that the hair should be gone during the treating time, and maybe after it I would need some touch ups every year (which I would have to pay for additionally), but the area should be almost clean of hair during the time of the contract. Right now, that is not true, the area is still covered in hair, I would say more than half of it, and when I called the company they say that I would have to pay $60 USD per session to continue working on the area. They Offered a Lifetime warranty at that time, and now I need to pay for a treatment that did not work. This is what their site say: "We stand behind our work by offering a lifetime guarantee that guarantees your results will last" and "You've invested time, money, and energy into getting rid of unwanted hair, so we have your back! If any hair regrows due to missed appointments, hormone changes, or any other reason, our Lifetime Guarantee will cover any area we've treated in the past, are treating now, or will treat in the future, for just a one time fee! With the Lifetime Guarantee, any touchups you may need in the future will be 90% off the single session price for that area!" None of the regrowth reasons above apply as I did a full treatment and the hair is still there, they are charging me $60 per treatment instead of only 10% of the cost. I do not want to keep going with this, I just want my money back! Unfortunately I cannot send pictures of the area affected as it was a Brazilian hair removal, but it looks like almost nothing was done if compared to the point when it was started. I paid $2900 (including Lifetime Warranty, in for a treatment that is not satisfactory at all, and no one there seems to care, they just tell me I have to pay more and more. If the treatment did not work in the 16 months of the contract, how many more appointments would I have to pay for?
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/19) */
The guests contract is treated in full. If the guest would like additional treatments they are welcome to take advantage of the Lifetime Guarantee Membership which allows the guest to purchase touch-up treatments at a discount. Attached is the contract for review regarding treatment outcomes and touch-ups.

Consumer Response /* (3000, 7, 2022/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just called their 800 BE IDEAL number (08/23/22 10:14 am) and these are the words from the girl who took my call: $2200 for the 16 months package... after that your hair should be gone and maybe in two years or so with hormones changes you might need some touch ups". That is exactly was I was told when I got my package. SO they lie to the customers to sell the packages knowing that 16 months would not be enough. Now I am supposed to pay close to $100 for each touch up, if in 16 months 1/2 of my hair is gone, then I would need another 16 months or 10 sessions to get rid of the rest, which is about $900 USD. I was never told this, I got promises that are not being met.

Business Response /* (4000, 9, 2022/08/25) */
The contract states that we do not guarantee results. The guest is able to come in for touch-up treatments however this is the guests choice. There will be no further resolution at this time.
Initial Complaint
Date:08/18/2022
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 bought a package in spring 2021 after a zoom meeting with a sales lady who laid out what she believes I needed. I ended up paying $5000+ for cool sculpting. I had my first session June, and right off the bat, one of their sales lady told me she didn't think I needed any at the top portion of my abdomen, and said I could transfer to another part of my body. That was the first sign in feeling like I was duped, and made to pay more since I couldn't get a refund for not needing in a certain area of my body. I went to my follow up appts for the remainder of the cool sculpting in august 2021. It has now been a full year, and I got no results. I waited hopelessly before filing a complaint/leaving a review to make sure nothing changed. I I'm extremely disappointed in this company banking on moms who want to get rid of the mom belly so bad, they'd pay almost anything if it meant no surgery. The cost of the services for no results is a fraud. Do not give this company your money.
Business Response
Date: 08/31/2022
Business Response /* (1000, 6, 2022/08/19) */
This guest is fully treated and we are unable to resolve as the before and after photos do show results from the treatments in addition the contract states that: You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.

You understand that the provision of cosmetic services is not an exact science and even reputable providers cannot guarantee any results. You understand that the goal of the service is improvement and not perfection. By signing this Consent you grant authority for this service to be performed by a provider at Ideal Image. You have read this Agreement (including the Fee Schedule, Terms and Conditions, and this Informed Consent) in full, you understand, acknowledge, and agree to all of the provisions in this Agreement, and you have been given the opportunity to ask questions regarding the services.

Consumer Response /* (3000, 8, 2022/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business is not only a thief in taking customers money with no results whatsoever, they also lie. I did NOT go back for "after" photos, only the ones I took at start of service. I'd like to see the "after" photos they're stating they have of me "showing results." Any photo produced is fraudulent, as I did not get the last appointment where they take the after photos. I will be contacting an attorney for these fraudulent claims.

Business Response /* (4000, 10, 2022/08/25) */
The guest had photos taken on 6/12/2021 as well as on 8/5/2021. The guest is welcome to go into the clinic to obtain photos that are on file.

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Ideal Image is NOT a BBB Accredited Business.