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:08/18/2022
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:08/17/2022
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 Had a procedure done by Ideal Image in Albany and I did not get the result that was promise to me, I am now stuck with a big bill, because this was financed, at my follow up appt I asked for before and after picture which I never received. I received a bill every Month for this which I pay, because I don't want this to go on my credit report. I submit document in a an email.
Business Response
Date: 08/26/2022
Business Response /* (1000, 6, 2022/08/18) */
This guest is fully treated and not eligible for refund. Guest is welcome to go by center and complete HIPAA form for before and after photos to be released to her. Thank you.

Consumer Response /* (3000, 8, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they rip customers off I read all their reviews on line on their website and the complaints on BBB website. I don't need pictures now after they photo shop everything. They ripped people off. I am paying alot off money for something that give absolutely no results. They shouldn't promise results that they can produce.

Business Response /* (4000, 10, 2022/08/23) */
In regards to the before and after photos, we do not have access to edit photos as they are uploaded directly into our system once taken. In addition, both contracts signed by the guest states that we do not guarantee results.

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.

The contracts have been uploaded for review.

Consumer Response /* (3000, 13, 2022/08/24) */
I understand and read everything they are say, but none of that was explained to me and I am not the only with this complaint. I don't care what they about they are unable edit picture I am sure they already did. I know that not all producers give the same results, but they promised 25% fat reduction which I don't see at all. I have been right and exercise 3 t0 4 times per week. They should not be able to do this to people, it's big rippeoff. I am paying $ 5,000 dollars for this, so please they just need stop.

Business Response /* (4000, 15, 2022/08/25) */
The contract states that we do not guarantee results. There will be no further resolution at this time.
Initial Complaint
Date:08/17/2022
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.
To whom it may concern and who will help me,
I was on a zoom call with an Ideal Image provider, I wanted a simple zoom call with a provider when she rushed and basically forced me into getting a membership with Ideal Image. It was the first thing she had me do in the zoom, I had no idea it would turn into this. I was told this was needed to do my free consultation. I had no desire to get all these services done, I simply was just pondering on what it was all about. I did not set up an appointment and I told her I needed to talk to my doctor before finalizing anything. Next thing I know I am being billed from a loan company. I thought I was just getting a free consultation? I talked to my doctors and I was advised to not get any services done and provided me with a doctors note. Even without a doctors note, I shouldn't be forced into this
I am now getting billed for services I have not even done nor am I medically able to do so?? I am not happy with my customer support. Why am I being forced into paying for services I have not, will not and can not have done? I would like this to be remitted immediately. I provided my doctor's note excusing me from the payment and services. When I met with an Ideal Image woman on zoom and got signed up for the membership I told her I needed to speak with my doctor before anything became finalized and I guess she went ahead and finalized it anyway? She told me this was a free consultation and I was to pay for my services AFTER they were done. That is not okay as I am being forced into this when I am medically unable. I was then told I got denied on cancelling my Ideal Image services..... What??? Due to HIPAA compliance, I do not need to disclose my medical conditions... I provided a doctor's note and I would like my payment and loan remitted immediately. I have been trying to get a hold of Ideal Image for days along with Ally Lending and nobody is at my service. This has not been a happy experience for me.
My case number is: XXXXXXXX
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/18) */
We are working with this guest to resolve. Thank you
Initial Complaint
Date:08/17/2022
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 signed up for a cosmetic procedure package. According to the contract I had 30 days to cancel. About a week into the contract I decided I did not want to get all of the procedures I signed up for. I was also lied to by the sales person as she told me the financing would not affect my credit and it was a soft pull-which ended up being a hard inquiry on credit report. I told the sales person and the tech at the ******* office I did not want to do the ULTherapy I had signed up for and they told me I could not cancel the contract. I have been trying to contact their escalation department for the credit to my account and no one is calling me back.
Business Response
Date: 08/19/2022
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: 08/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am happy to provide my cell phone records showing my attempts to call the business. I have received calls from them but every time I answer the phone goes blank. I call back and no one answers. They are avoiding me to settle the issue. I will provide the call logs.
Business Response
Date: 08/25/2022
*****,

have you received any e-mails as we have tried to reach you through e-mails as well. If not, please provide an alternate e-mail address. Thank you.
Customer Answer
Date: 08/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The email is ******************** The same as the email on this complaint. I have not received anything via email in my junk folder or my general mailbox. I would appreciate a phone call. ************
Business Response
Date: 08/29/2022
Once again we have called the guest without success. The e-mail provided is not the e-mail we have on file at Ideal Image. An e-mail has been sent to the guest's new e-mail address. Thank you.
Customer Answer
Date: 08/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I called a representative named ****** back and she did not answer. I left her another message yesterday. I recieved her email and I asked her to contact me before 11:30am tomorrow. I would appreciate patience from IDeal Image as I myself have a job and can't always answer calls during meetings.
Business Response
Date: 08/31/2022
We have spoken with this guest and working with the guest to resolve concerns within the contract terms and conditions. Thank you.
Customer Answer
Date: 09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative was helpful but the sales person was not honest and I feel she was deceptive in her practices. The sales person did not explain the credit account could not be changed and told me the credit inquiry was a soft hit when it in fact turned into an actual loan. I am also reporting to the ** of PA.
Business Response
Date: 09/20/2022
It appears this matter has been resolved
Initial Complaint
Date:08/17/2022
Type:Billing 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 spoke to a sales person ********************************* from Ideal Images on Aug 2nd. We had a conversation about cool sculpting so I sent some photos and the rep said this would be a good procedure for me. At no point during our conversation did the rep ever say that their services were non refundable. I asked her 2 times was this refundable and she responded YES!!!. Not once did she say I was signing a contract or that I had a binding agreement with Ideal images. She only mentioned that I had to pay a 1 time membership fee and that I could cancel that membership immediately. Again at no point did she ever say their services were non refundable. About 30 minutes later I emailed her and told her I has a change of heart after discussion with my wife and no longer wanted to do the procedure. She called me and told me that was not a problem and she would get everything canceled for me. She again never said the services were non refundable. She said she would talk to customer service reach out to me on Friday the 5th to confirm that everything was canceled. She never contacted me and so I decided to call on 9th. The person I spoke to said they would cancel everything for me and that I would hear back from them the next day which I never did. At that point no one had yet told me that the services were non refundable or that I had a contract. Finally I spoke with someone else on the 12th and to my surprise they told me that the services were non refundable. This company is all about entrapping customers into clicking a "consent" button and then claiming its a contract . The rep ********* specifically was pushing me because she claims she didn't want me to miss the special which was ending that day. I still never received any documents or contracts from Ideal Image and I have never signed anything that said contract. Now **** has charge me $5900 for a procedure I haven't received and no longer want and they are refusing to refund Ally.
Customer Answer
Date: 08/18/2022
***Document Attached***

See Attachment/File: Adobe Scan Aug 18 2022.pdf
Business Response
Date: 08/30/2022
This has been resolved.
Customer Answer
Date: 08/30/2022
They have contacted me however, it was not in regards to my compliant filed with the BBB. I also filed a complaint with the financing company ALLY. The individual who call yelled at me and was badgering me. I tried to explain exactly what I wrote in my BBB complaint but he wouldn't let me speak so I ended the call. I honestly feel bullied at this point. They refuse to listen to my concerns and just outright don't care.
Customer Answer
Date: 09/02/2022

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:08/17/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid 900 dollars for a service. They made an appointment for the wrong location. I found out when I went to the Shrewsbury location at the date and time of the appointment. I do not have a car due to my disability and I stressed to them that I could only do these appointments when I visited my son in Massachusetts. They are not accommodating when it comes to appointments and I can't make appointments unit get to Mass. They never have available appointments when I need them. I have not received my initial appointment so I have not begun to use my contract. I asked for a refund and they are refusing. I would like my refund in full. No one will call me to sort this out and I'm frustrated. I have started treatments at a location in Nee Hampshire it is a different company because Ideal Image is not in New Hampshire. This company does not make you pay all in advance just to make an appointment.
Business Response
Date: 08/23/2022
Consumer Response /* (2000, 3, 2022/08/18) */
This has been resolved
Initial Complaint
Date:08/17/2022
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.
The lady I was on zoom call with lied about everything including payments and she rushed me to sign a contract . She didn't even give me a proper consultation for my brown skin with laser treatment. I was also told that I was going to start paying all 30 days later just to find out they are taking money my account in the next 2 days and with interest fees even though I picked the one without . This whole company is a scam I do not want to do business with them at all and will take legal matters into this . I haven't paid them yet and they still won't cancel my contract and then the man on the phone was being completely rude !! I should not have to pay for a service that I am not getting !! They are completely unprofessional .
Business Response
Date: 08/26/2022
Business Response /* (1000, 6, 2022/08/18) */
*******,
The contract that you signed was with a financing company, Ally, therefore the financing company does fund your contract once you accept the loan. This allows you to get scheduled for you services and being treatment. The loan you have is 0.00% interest and no extra fees were added to your contract or loan. Your payments with the financing company typically begin 30-45 days after accepting the contract depending on the terms of the contract that you signed. Please let us know if you have any further questions. Thank you.

Consumer Response /* (3000, 8, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a lie !!! I was told that I was going to be billed 2 days later in the email after the fact !! And to add on to that I was asking the lady about appointments and she told me my area didn't really have many available after the fact so what's the point of signing a contract if y'all can barely give out service . This whole place is a scam . Refund me my money !! No appointment and I never stepped foot in this building.I also never received a proper consultation for my skin for this treatment . End the contract and give me my money back thanks

Business Response /* (4000, 10, 2022/08/24) */
This has been resolved.

Consumer Response /* (4200, 12, 2022/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no documentation that anything has been resolved

Business Response /* (4000, 14, 2022/08/25) */
This was resolved via a dispute with the financing company. Please reach out to the financing company. Thank you.

Consumer Response /* (4200, 16, 2022/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't ask for a dispute I asked for a refund so no this wasnt resolved
Initial Complaint
Date:08/17/2022
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 started off on 7/22 with the free zoom consultation where a woman told me all about how if I signed all these forms while I was still on the zoom call that it was all super cheap deal and I had to sign up on the call with her but that if I ended up within 24 hours needing to cancel my package that I could cancel it with no penalty including my credit. The whole zoom felt off and I felt I was really being persuaded into something that I shouldn't be signing up for so I kind of kept trying to wiggle out of it but the way everything was worded and laid out along with multiple reassurances that I could cancel within 24 hours no problem. I signed up I literally within 30 minutes after ending the zoom I called ideal image to cancel. The person on the phone told me that they couldn't cancel it there but that they submit a request to corporate and that it takes 2 to 3 business days but they would call me after everything was processed. But me being stressed out also ask this person if they thought I was going to be able to cancel it and they said there would be no issue and that it should be canceled once corporate reviews it and I would be fine. After about a couple weeks still no response I have called to check they all say that it's still being reviewed and each time I call I ask them if they think I am going to be able to successfully cancel my package and they even tell me that since I have not received any services and I put in my cancellation within 24 hours that I will be fine. Finally after multiple weeks I received a call from my "case manager" that is claiming that it is impossible to cancel my package and that they had already gotten the money from Ally lending the same day that I signed up but I have an email from Ally the day after saying that they weren't going to send the money for two business days so I am not sure what to believe. I was just lied to repeatedly and would like it to be corrected.
Business Response
Date: 08/19/2022
We have spoken to this guest in regards to next steps of resolution. Thank you
Initial Complaint
Date:08/17/2022
Type:Billing 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 was sold a product package that will not work for me. I am a natural blonde, so laser hair removal does not work for me. When I contacted Ideal Image to cancel my contract, I was instructed to make an appointment for a hair assessment. I had the hair assessment and was told I was not a candidate for laser hair removal. I am told that only Cody the manager can help resolve my open case. However, I have called 5 times and I am assured each time that Cody is busy but will call me back by the end of the day. It has been 8 days. After reading other complaints and reviews I am deeply concerned I will not get a refund on what I have already paid. I was sold a product that simply should not have been sold to me. I would like my contract cancelled and my down payment refunded.
Business Response
Date: 08/24/2022
Business Response /* (1000, 6, 2022/08/18) */
We are working with this guest to resolve. Thank you

Consumer Response /* (2000, 8, 2022/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted the next day after filing this complaint. My contract has been cancelled and I have been refunded. Thank you.

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Ideal Image is NOT a BBB Accredited Business.