Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ideal Image

  1 N Dale Mabry Hwy STE 100A Tampa, FL 33609-2764

• 

  Ideal Image

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

  801 S University Dr STE C136 Plantation, FL 33324-3366

• 

  Ideal Image of Florida, LLC

  8318 Mills Dr Miami, FL 33183-4806

• 

  Ideal Image of Florida, LLC

  330 San Lorenzo Ave Ste 2345 2nd FL Coral Gables, FL 33146-1854

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:01/16/2025

  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.

  Paid for a service through IDEAL IMAGE ************. ************ Location has been closed as IDEAL IMAGE cut ties with the franchise operator and account transferred with some other company that does not exist. This is what IDEAL IMAGE told me. All contact information for said franchisee company is invalid. IDEAL IMAGE claims they can not do anything with the account or credit, yet can offer to use the credit at another location that is an hours drive away. If they can let the credit be used at another location, how can they not have access to the account?The closure of this location made it impossible to use paid for service. I can not drive an hour to another location. The fact that IDEAL IMAGE, who sold the service and is who's logo appeared at the office is now saying that to get a refund I have to contact another company is unacceptable. The other company does not exist. The email given is a gmail address with an auto reply. The phone number given does not go through. There is no address or location.Obviously IDEAL IMAGE knew there was something inappropriate going on with this franchise for them to cut ties. IDEAL IMAGE saved themselves from the sinking ship and left customers to hold the bill. ********************** did not contact me about the closure, or offer anything until I realized that the location was gone. Cutting ties with a franchise and not keeping customers accounts is wrong. I just want my refund so I can find some other place to go.

  Business Response

  Date: 01/17/2025

  ***************,L.P., the independent third-party organization that owned the clinic operating under the Ideal Image brand has decided to close those clinics.   We recognize that this change is unexpected and may be inconvenient for you. Thank you for your understanding and patience as we did not anticipate this closure.  For any refund requests or customer service issues, please reach out ***************, ****** ***************************************** as your contract was with *************** L.P., and not with Ideal Image directly, all  requests need to be addressed by Troika.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22821221
  
  I am rejecting this response because:
  
  ***************************************** gives an auto response and refers to a website that does not work. The phone number does not work. I believed that I was at an IDEAL IMAGE location, as that is the branding that was all over the building and paperwork. All Relife MD, (******) locations are closed. IDEAL IMAGE should have contacted customers about the change, as it is not an ideal image for a business to have their name look so bad as you are by not making customers whole.
  
  I want a refund as I used the IDEAL IMAGE company as my choice for services! If I go to a ********* and have an issue at a location, franchisee or not, they will make good on the issue. All you are doing is committing corporate greed at the expense of your customers' and own **********************, which is not ideal. The fact that you don't even have information on the franchise besides a Gmail address is not professional or acceptable. Anyone can make a Gmail address.

  So no, I do not accept the response as all that is happening is IDEAL IMAGE is pushing away responsibility onto an entity that does not exist!

  
   
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/20/2025

  We are happy to continue treatment in any of our Corporate Ideal Image locations. Troika owed clinics were not Franchises, They were MSO- Privately owned, Managed by Corporate. We do not have control on the decision the owners make regarding the future of their business however, an email was sent out to all Troika clients inviting them to stay with Ideal Image and apologizing for the sudden change as we were taken off guard as well.

  Should you wish to treat in any of our clinics, please contact us directly for assistance. If Refund is what you seek, you will need to communicate with Troika. The contact information provided is all that we have been provided

• Initial Complaint

  Date:01/08/2025

  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.

  I purchased laser hair removal packages for multiple body parts. The sales representative was very convincing that the (much) higher price than local med spas was worth it because a) it has a lifetime guarantee that includes touch up pricing for life, and b) ideal image is nationwide so you can get your touch *** anywhere. After completing my initial treatments all at the same clinic in ******, **, I did one touch up visit at a clinic in **********. When I tried to schedule back at the clinic in ******, I was told that my chart and membership had been sold to a different company. After speaking to an insanely rude woman in customer service, I spoke to the clinic that apparently my information was sold to, and they had no record of me. After trying again to speak to someone at ideal images customer service and being told that they had no record of the thousands of dollars I spent there, and couldnt help me, I called the clinic that I treated at directly. They were at least much nicer, but still unable to help, and I was told that the only way to get my touch *** was to start over and buy new packages for each body part. To say the very least, their main selling point lifetime guarantee is false advertising. For a nationwide company to have zero record of thousands of dollars worth of transactions and medical services is an even bigger issue, and to be told at multiple levels that there is nothing anyone can do to help me is my biggest issue. I am extremely disappointed in the outcome, because the services I received were amazing and I would have loved to continue being treated here, and would have been purchasing more service packages this year, but the way I have been treated has ultimately forced me to find a different med spa.

  Business Response

  Date: 01/08/2025

  Hello! We would like to provide clarification.  You profile was part of a purchase acquisition by another ********  You treatment package you purchased however, did expire prior to the acquisition. This  means that no treatments would have transferred over to the new spa.  The Lifetime Guarantee membership you purchased renews annually as you will see in your attached service agreement.  Your renewal for the 2022 year was not successful and in tern cancelled.  You did not transfer over to the new Spa with a membership.  Should you like to repurchase treatment with either company, you are welcome to being treatments again

  Customer Answer

  Date: 01/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I now understand why my treatments are no longer covered, and am satisfied with the response. However, my complaint regarding their customer service has not changed, considering it took me writing this review to get an explanation. Multiple customer service representatives and clinic managers failed to explain this information to me over the last month of dealing with this issue. 
  

• Initial Complaint

  Date:01/07/2025

  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.

  10/28/2024 $29 looking for $740 am getting late fees and such from patientfi who is where the loan is coming from even though everythings on pause. Everythings on pause because I wanted my services canceled and ideal image said i couldnt cancel. Patientfi said all they need is for ideal image to just sent the money back and everything would be squared away but ideal image is refusing to do so even though my services are canceled and i want no further services from then done ever. I went in for a Free consult and next thing I know they are asking me for money just to schedule my appointment. I was shocked but didnt know how to say no and asked if i could cancel if i change my mind they assured me yes so i went ahead because i wasnt sure how to get out of it and I knew something seemed wrong after I was urged to pay just to make an appointment but I also had never consulted with anyone before and didnt know standard procedure after looking into the services i wanted and standard free consults it seemed something was wrong so I canceled my services or so i thought. Next thing i know they are telling me im not allowed to cancel and im calling patientfi as well during this and thats when I was told all that was necessary was for ideal image to send the 740 back to patientfi and they already and for some reason even though the companies partner no ones able to talk to the other so im going back and forth between both of them relating what im told from each. All im looking for is for ideal image to send their money back to patientfi and for them to not advertise the false claim of a free consultation and scheduling and canceling procedures correctly. Also many articles, reddits, and post on social media about ideal image scamming people. Willing to go to small claims court for the matter but since im not directly asking for the funds not sure if thats the route to go.

  Business Response

  Date: 01/08/2025

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22781852
  
  I am rejecting this response because:
  I canceled services within a week. I was told in the original free consult I could cancel anytime and if that wasnt the case that was their opportunity to say otherwise. They say all of their calls are recorded so if you can get that zoom recording from them from on 10/28/2034 youll hear them say this to me after confirming I can cancel with no hassle. Also again this was supposed to be a free consult I still dont understand how it turned into me having to pay just to schedule services and then now I cant change my mind. I have all my phone calls with them recorded and email threads with ****** ******* who never stated any of this to me over the zoom or through email and same with a phone call from someone over at the offices I hadnt heard anything after Mrs ******* said my cancellation request was in so I called to check on the status and that was when I was told cancellation couldnt happen. But Im wondering when were they going to notify me of this if I never checked back in and called? Also I would like to attach these videos of calls and forward the emails to you your site only allows photos. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/13/2025

  You can cancel your contract at anytime prior to its completion.  However, we have policies around refunds which are posted on our Website. Refund i not always an options but your funds remain available as an account credit

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22781852
  
  I am rejecting this response because:
  Its not technically a refund. You guys dont need that money seeing as I was able to cancel my appointment and did not get a service nor will I want to deal with Ideal Image in the future. So all that needs to be done is your having your offices send the fund money to patientfi, because you are just holding on to it for a service I will never receive. The money is $740. Just return it to them is all they need for everything to be squared away. So technically its not a refund if there was never anything to pay for.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/03/2025

  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 became a member of Ideal Image and while I was in the office for a CoolSculpting treatment for my abdomen, the tech noticed that I had a small hernia. She told me I would need a note from my doctor to be able to proceed with this treatment. It took me months to get to see my MD and another several months to get an appointment for an ultrasound. After being diagnosed with a tiny fat hernia, my doctor provided medical documentation indicating it was safe for me to have the CoolSculpting treatment. When I returned to Ideal Image in ************, I was told that their policy had changed, and I could not have the treatment. I asked for a credit of my $800.00 balance to use for another service they offered, and they refused. The abdomen is the only area I wanted to have this treatment and now I have to forfeit $800.00!

  Business Response

  Date: 01/03/2025

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

• Initial Complaint

  Date:12/30/2024

  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.

  Spa sales representative said safe & painless facials. The treatments were neither. The Ultherapy was so painful it caused me to jerk all over especially my legs. Dangerous for sure. Painful beyond belief. The BBL facials were also extremely painful to the same extent. Jerking legs & arms. ********* was administered to try to dull pain. Every appointment I had resulted in mental anxiety due to cancellations & being told I had past due payments owed. Never true. This business is promoting false advertisement. It is misleading in its financing programs. It should not be allowed to do business in *****. Someone could die from the pain caused by them. Medical clearance was a joke. No after care to speak of. Only a licensed physician under anesthesia should prefory the treatments I received. I am asking for a full refund of all money paid into this ************* financing company, Their procedure rooms werent sterile and even the bed didnt have a sterile sheet on it. Please help me protect others from this ************* practices. I witnessed 1st hand their deceptive sales while I was in their lobby. Another eooslmost signed up just like I did. Under *******************

  Business Response

  Date: 01/02/2025

  
  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several units of ***** as well as the must get membership last year. I used half of the units of ***** throughout the year hoping to use the rest for the new year. I have a balance of 88 units on file. I called to make an appointment and they stated that in the fine print, all services are only good for 12 months!! I had no idea this was there but surely good practice would make sure a customer is informed of any upcoming expiration.. I asked why I didnt get an email to remind me of my services expiration. They said that is not their policy. I have been using this company for 4 years doing several different treatments and this is how they treat customers?!?! At the 8.99/unit special they owe me $791 or the 88 units I had left! The choice to refuse to inform customers of expiring ******************** is a blatant money grab tactic that is unacceptable. Further more the lack of clarity of what you have available and if there is an expiration date on their mobile app further supports their business policies to keep customers in the dark! Buyer beware!!

  Business Response

  Date: 01/02/2025

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

  Customer Answer

  Date: 01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution ( giving my 88 units back) is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:12/30/2024

  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.

  Purchased a service over the phone on Nov 29, made appointment for Dec 21, on Dec 20th they called and said they had to change the appointment- I was leaving for Colorado and could not take the new appointment. I am out of state caring for an ill relative with no plans to return. I then found out they charged my credit card on Nov 29th, said no refunds. The appointment was cancelled by them not me. I feel I am owed the refund if $308.

  Business Response

  Date: 12/31/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

   

• Initial Complaint

  Date:12/28/2024

  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.

  Ideal Image has failed to uphold my lifetime guarantee (LTG) laser hair removal contract. In 11/2023, most CA Ideal Image locations were acquired by ******, and I was not notified. I found out when I tried to schedule a touch-up at **************, which had closed. Ideal Image told me I was now a Revive client, even though I was previously able to transfer locations. After multiple calls, I spoke to the manager at Ideal Image Brea, who assured me I could still get touch-*** under my *** contract. I had one in 4/2024, but when I tried to schedule another in 12/2024, I found **** had also closed. I called a ******** location, and they said they would transfer my file. The next day, ******* from corporate told me my contract was no longer valid and I would need to repurchase a new contract despite already having paid for a contract with the ***. ******* said I could not escalate further. I spoke to ****** from customer service, who said I am now a client with Troika and my only option was to buy a new contract. ****** confirmed I had no other options after confirming with her manager due to telling me contradicting information from ******* about who I am a client with. ****** also told me I cannot be seen by Ideal Image because I chose to go with Revive during the transition, which is not true. I have never been treated by Revive. I spoke to Chole from **** and ***** from Novi, **, who both said I could pay full price for single sessions as they cannot access my original file. Ideal Image never notified me of the ownership change and refuses to honor my contract. I contacted Revive, and they are not honoring my LTG. I am seeking resolution for this breach of contract, as I should be able to receive services under my contract at an Ideal Image location. It is poor business practice that my *** contract is voided without notice and I receive no compensation.

  Business Response

  Date: 12/31/2024

  The purchase of CA clinics by ****** was completed in November 2023, All clients received an email from Ideal Image as well as an introduction from Revive.

   

  Due to the acquisition of these clinics, all contracts are now owned by ****** and fall under Revive policies and treatment guidelines.  We are happy to have you back as a client with Ideal Image.  You can contact any of our locations and make a purchase as a new client of a single session treatment or a package

• Initial Complaint

  Date:12/27/2024

  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.

  Bought packages with Ideal Image/Troika worth over $4000 that were financed, business is not honoring contract services and has sold my contract to another company called ****** MD, whom of which briefly opened and is now longer open. Meanwhile I have been forced to keep making payments so that my credit is not affected.

  Business Response

  Date: 12/28/2024

  ***************,L.P., the independent third-party organization that owned the clinic operating under the Ideal Image brand has decided to close those clinics.   We recognize that this change is unexpected and may be inconvenient for you. Thank you for your understanding and patience as we did not anticipate this closure.  For any refund requests or customer service issues, please reach out ***************, ****** ***************************************** as your contract was with *************** L.P., and not with Ideal Image directly, all  requests need to be addressed by Troika.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22734892
  
  I am rejecting this response because:

  They are rerouting me to a bogus email to evade refunding me and I have already been through this with this vendor and Troika, so have thousands of Louisiana clients. Then "Troika" email routes me to another "company" that does not exist. I am currently filing disputes against them on all levels.

  Don't you think it's a little strange they are sending clients they have violated contracts with to a Gmail email for a "company", and continue to not leave an actual phone number and physical address to receive legal documents regarding issues the continue to evade resolution on? This information they forward to BBB only further supports their deceptive and shady business practices. They are buying time to make clients give up so they can get away with white collar crimes.

  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/30/2024

  We understand your concerns however, Your contract was never owned by Ideal Image, It was owned by ******, We have offered to continue servicing all clients in those closed clinics.  However, if you are requesting a refund, you will have to attempt to collect funds via the lenders as we also have no additional contact information for Troika as well

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22734892
  
  I am rejecting this response because:

  Am already disputing with two lenders due to Ideal Image's leaving me without services for a year as of to date. Ideal Image has failed to provide a phone number and physical address for Troika, and also has failed to send me a copy of my contract upon request with their corporate office as of 12/30/24 when corporate called my number. I refuse to accept a Gmail email per Ideal Image for ****** for a company that is evading direct communication over the phone and through documents correspondence over a physical address. It continues to support deceptive and shady business practices that have occured for a shell company that does not exist at the Metairie, LA address. I worked for attorneys, and they legally have to provide a phone number and physical address to communicate. Continuing to not provide that information implies my dispute should be escalated to a higher level of authority if resolution cannot be met.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I prepaid $1,200 for services and arrived on Thursday morning, December 19th, 2024 to receive Fillers. I was told that morning that I needed a medical release from my physician. I immediately called and faxed all forms to my primary care doctor. I never heard back from my primary care physician and today is Thursday, December 26th, 2024. I called Ideal Image and was told I need a denial or approval for treatment to receive my money back. I asked how when the physician has not even responded. I did in fact email the physician again as well. I am not able to receive the services and was denied my refund.

  Business Response

  Date: 12/28/2024

  We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

  Customer Answer

  Date: 12/30/2024

   
  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,
  
  ***** *********