Business Profile

Medical Spa

Ideal Image

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Important information

Customer Complaint:
Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

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

Customer Complaints Summary

1,416 total complaints in the last 3 years.
210 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/16/2022
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 last May 14, 2021 for a 3 area laser plan that included unlimited sessions for a duration of 16 months at the Bethesda location. And making appointments has been extremely disappointing. There have been gaps of about 3 months in between sessions because they are not able to book me, or say they put me on a wait list but I never get a follow up, and the last time this happened was end of March when an employee got COVID (understandable) so my appointment had to be canceled, but they never rebooked me and to this day I am waiting for a call. I am on time for my payment plan, which is not cheap at all, but I am failing to meet the 6-10 week sessions because they are not doing their part on scheduling me, and they make it impossible to speak to someone about this. Supposedly my session time has been extended because of the first time this happened, but I haven't received any updates and I'm still not able to make appointments anyways. This is the third time they have not met scheduling for me and seek an answer.
Business Response
Date: 08/30/2022
Business Response /* (1000, 6, 2022/08/17) */
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.

In addition we did schedule an appointment for next week in the hopes that this works for the guest.
Initial Complaint
Date:08/16/2022
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 July 11th, 2022, I reached out to ideal image for more information about their cool sculpting program. The morning of July 12th received a text if I had a few minutes to speak and I said sure. The representative then transferred my call to the Aesthetic Consultant, and we did a zoom call. She said I had to sign a consent to proceed with the call and she emailed me a quote which was $6390 and that they offered financing for no interest. I did apply for the loan but did not expect them to pull the funds that evening. I signed the consent not thinking or reading that I was signing a contract. I unfortunately became another victim, if someone would have explained that I would be signing a contract and they would be drawing the funds upfront from Ally Bank I would have not proceeded. I even asked the Aesthetic Consultant via email the evening of July 12th if they would be drawing from the loan upfront? Received no response. I then emailed again that same evening and stated I did not want to proceed to please do not draw from the loan. No response. I emailed again morning of July13th stating the same thing I did not want to proceed not to draw from the loan. Only way to commute with the Aesthetic consultant is through email no phone number is listed for her in emails.
I did not continue to follow up thinking ok they received my emails nothing should happen since I have not made an appointment to meet with someone in person or anything. Then on July 24th I received an email from Ally Bank stating a payment would be due soon. I looked up the local office's phone number and contacted them. The front desk person has been very nice and all she could do was open a case number and direct me to the Client Support Specialist. The front desk person stated it would take about 3-5 business days to hear back from the Client Support Specialist. No Response. Provided letter my doctor not recommending me to proceed and was told by the front desk notes stated no medical contraindicati
Business Response
Date: 08/30/2022
Business Response /* (1000, 6, 2022/08/17) */
This has been resolved. Thank you
Initial Complaint
Date:08/16/2022
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 requested a service for my 17-year-old daughter. I informed the consultant that we were going to go abroad on vacation. During the trip my daughter acquired a skin infection and I had to take her to the Emergency room and she is undergoing a skin treatment that recommends not doing anything that could further cause damage to her skin such as Laser treatments. We returned to Atlanta on July 11 and on July 13 I made my first call to Ideal Image customer service and informed them of the situation. My daughter has sent the photos and the medical records. I informed them on July 13 of why we had to cancel are service with them as off right now where still disputing the charges. Ideal Image said that they will place my account on hold but the financial company never was informed about this issue and is still charging and almost send me to debt collector. Ideal image has said they place the account on hold for awhile so my daughter can proceed with the laser hair removal it's very clear that they don't care about my daughters condition and it's only about the money for them. I have been very patient. I have sent several emails and have called them several times to have this situation fixed but on their part I don't see anything happening.
Business Response
Date: 08/30/2022
Business Response /* (1000, 3, 2022/08/16) */
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 /* (3000, 5, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed a contract with Ideal Image on June 21st and informed Ideal Image on July 13th that my daughter was diagnosed with a skin disease for a reaction that she acquired on a trip outside the country ( we informed before the first consultation scheduled on August 12th). After she was diagnosed and started a medical treatement, I immediately reached out to Ideal Image to cancel the contract because she would no longer be able to have the laser hair removal. When I first reached out to Ideal Image over the phone, I was not able to communicate with anyone or have a resolution presented to the issue that was presented with my daughter's health. From there I began reaching out to Ideal Image through emails in order to create a history of my outreach to Ideal Image, from which I have yet to receive any assistance or resolution. The only response that I received from Ideal Image was that they would pause the contract, to which this information was not relayed to Ally lending (financing company) causing them to almost send the bill over to collections when it was not paid. I have spoken several times with Ideal Image to help them understand how my daughter won't be able to perform the laser hair removal treatment due to the skin infection that she was diagnosed with this summer. Even after I forwarded the doctor's note to Ideal Image which states how my daughter should refrain from treatments such as laser hair removal, they are still insisting on performing the cosmetic procedure against the doctor's note in order to keep the treatment plan and payments in place. I am reaching out in order to get some further assistance with the termination of this contract that was signed, as this service will never be used and I have not started any consultation or the procedure with Ideal Image.

Ideal Image offers to suspend the contract, which means for them only to cancel the appointments, but I have to pay for the laser hair removal without receiving this service.

What I need with this issue is to cancel the contract with Ideal Image and cancel the financing with Ally Lending.

Thank you.

Business Response /* (4000, 7, 2022/08/24) */
Please respond to the e-mail sent on August 16th to schedule a time to discuss your concerns. Thank you.
Initial Complaint
Date:08/15/2022
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.
I was inquiring about laser hair removal and got a quote for $2400. I was also charged $250 for a lifetime guarantee program which I did not receive information about, but I read the contract which said I can get a refund and cancel it within 30 days of signing the agreement. I call and cancel within 30 days as per the contract, and the customer representative indicated I would get my refund within 3-5 business days. But then later the same day, I get an e-mail from Ideal Image indicating I am unable to get my refund. Without a reason. I e-mail and call to inquire but I keep getting put on hold/sent to another number. Please help resolve.
Business Response
Date: 08/16/2022
***** had a case opened due to the inquiry of the refund request. Guest is not eligible for refund as the guest has been treated within the contract and received discounted pricing for purchasing the ***** Guest is eligible to stop the renewal of the **** but is not eligible for a refund as services have begun for the guest.
Customer Answer
Date: 08/16/2022
***Document Attached***
Signed Health Authorization form
See Attachment/File: Signed.pdf
Customer Answer
Date: 08/16/2022
***Document Attached***
Signed Health Declaration
See Attachment/File: Signed.pdf
Customer Answer
Date: 08/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The "discounted pricing" per the contract states:
"Program Discount Discount applies to treatments after:
Laser Hair Removal 90% off your completion of a 16-month laser hair removal contract."

How would I have used the member benefits if I haven't completed the contract? I just started the treatments in August.
Business Response
Date: 08/23/2022
The benefits are discounted pricing for services purchased. When the guest purchased the service, they received a discounted member price. The touch up sessions are also an addition the the **** however this is not the discounted pricing that makes the guests **** non-refundable. There will be no further resolution as the **** is non-refundable.
Initial Complaint
Date:08/15/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thur Aug 4 I received a call from Ideal's sales consultant. I was specific about my needs and the reason I was looking to change places for laser hair removal. I have a tan and the other laser was getting too painful. The sales rep Caroline told me it was completely safe to have sun exposure and I would be fine to have my bikini line done. She also told me the laser was not painful and there were ways to help with the minimal pain. These are the reasons that I agreed to sign up. I booked an appt for August 6. I get there and the first thing the consultant said to me is if you have had sun exposure/a tan that there was potential of getting burned and that this laser was extremely painful. I said that is the exact opposite of what your sales rep said to me. She said that happens all the time and that is why she started with that info. These sales reps are extremely uninformed and will say anything to get you to sign up for a treatment. I tried calling Caroline after the appointment and was unable to get ahold of her. On Monday Aug 8 I called Ideal to see if I could get a refund since the sales rep had straight up lied to me and they said they would open a case and try to get ahold of the sales rep. They never got ahold of her and she also wouldn't answer any of my calls it seems like the line is no longer active. A case was opened and I heard back on Aug 10 but still they weren't able to resolve anything and told me they would call back when a manager was available. I called again Aug 15 and tried to escalate but of course no one was available. They lied & sold me this on false pretenses and I would like my downpayment of $500 back because I don't want their services if they are going to lie about the treatments, I don't feel safe receiving a service from them at this point. They agreed to let me out of the rest of the contract except for $500 which is a lot of money and I would appreciate a full refund due to the lack of correct info and uninformed sales reps.
Business Response
Date: 08/19/2022
Business Response /* (1000, 7, 2022/08/16) */
This has been resolved. Thank you.

Consumer Response /* (2000, 9, 2022/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Briana was very helpful and they have promised I will be refunded.
Initial Complaint
Date:08/15/2022
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.
Signed up with Ideal Image for laser treatment. Took out a loan for the package. Set up an appointment for my first treatment and they put the wrong date and then said I cancelled it. Actually had set up an appointment for a day later and when I showed up I was told there was no appointment for me even though I had an email to prove it. The receptionist seemed to care less about this inconvenience. I was told since I wasn't charge getting a refund was not a problem and a case was created. Found out Ideal Image immediately charged the entire amount and was told I could not get a refund for these reasons. I had no services provided. I want an immediate refund to the loan so I can close that out.
Business Response
Date: 08/30/2022
Business Response /* (1000, 7, 2022/08/16) */
We have attempted to reach this guest via phone but were unsuccessful. An E-mail has been sent to the guest. We encourage the guest to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
Initial Complaint
Date:08/15/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/14/2022, I signed up for laser hair removal treatments at Ideal Image and my first appointment was going to be 8/16/2022. Originally, I only called to compare other plans and other options. However, when asking for a quote, the lady I originally talked to told me that she was unable to offer me a quote without seeing what exactly I needed done. Therefore, she transferred me to an Ideal Image Consultant. Before signing the contract, I repeatedly asked the consultant if something were to happen before 8/16/2022, am I able to get out of the contract without owing any money, meaning that the contract would just be void and I wouldn't owe anything because I hadn't received services. She repeatedly told me yes, I am able to get out of my contract without owing anything. Therefore, she led me to believe that this contract was not binding. She, then, allowed me to believe that this was permanent hair removal. After saying that I wanted permanent hair removal, she never corrected me and she, along with the other woman, stated that this was permanent hair removal. However, after finding out that this is not FDA approved permanent hair removal and, overall, finding a different alternative (electrolysis) that was closer and cheaper (as well as looking at all the bad reviews about Ideal Image), I tried to terminate my contract same day (8/14/22). I financed my payment, and was told quite rudely that they were not going to cancel my contract. Even after explaining that this contract was signed due to a misrepresentation of information, where I was TOLD BY AN IDEAL IMAGE WORKER, that I would owe nothing if I cancelled, the person I spoke to told me that he would not cancel my contract, and he was very rude about it. Also, the roughly $2100 didn't seem to include the $100 off special that she claimed that I would receive. I suffer from depression and possibly PCOS and, right now, I feel forced to go through with something that I don't want and can no longer afford.
Business Response
Date: 08/24/2022
Business Response /* (1000, 3, 2022/08/15) */
It is our understanding that this has been resolved.

Consumer Response /* (2000, 5, 2022/08/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with someone and she was very kind and offered me my refund. She was absolutely amazing to talk to, and I really wish that all their employees were as kind as her.
Initial Complaint
Date:08/15/2022
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.
In May of 2022 I did a free online Video Chat with Ideal Image to have them evaluate the concerns of my face, my face looks gaunt and I was hoping they could help me with that. I spoke with ********************** who was conducting the consultation. I said that I could only video chat with my phone as my computer didn't have a camera. He said that was fine. I told him and showed him the areas of my face, which are lacking volume, mid face, left side is worse. He suggested Voluma injections for $825.00 if I signed up for the lifetime membership, for an additional $250.00. You save on the injection price, $100.00 by signing up, then they give you a free service up to $250.00 value. I picked UL Therapy and received that in June.July 20, 2022 I went for my facial injections but they ended up not proceeding. The nurse ******* said maybe it was poor Video Chat consultation and not in person but they can't fill that part of the face.. She apologized for the mishap and said she would open a case for me to get my money back. This was all a waste of time, the free consultation talked me into paying for treatments that would not have worked for **** waited a week and called Ideal Image to see what they were going to do. They said it would take 10 to 14 days for someone to call me. I waited 3 weeks and didn't get a response. So I called them back 4 times, each time they said that ********************* my case manger, would call me back. They put me on hold every time 7 to 15 minutes. They would say he was on a call or in a meeting and that he would call me back. They just keep giving me the run around and it's not right. They also said that they called me 3 times to discuss and that maybe I had their ***** # blocked. Maybe they called the wrong #, i don't see any calls from them. They also sent me after treatment injection lotion,$49.30 that I can't use and UV Clear SPF 46 lotion I didn't ask for and was charged. All together $1,161.39. and my time wasted. I'm requesting a $1,161.39 refund.
Customer Answer
Date: 08/16/2022
***Document Attached***

See Attachment/File: BBB 10 001.bmp
Customer Answer
Date: 08/31/2022
Ideal Image has not contacted me to resolve this issue.
Business Response
Date: 09/07/2022
We will have someone contact you to address your concerns
Customer Answer
Date: 09/12/2022

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:08/15/2022
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 August 8th I called for the free consultation with no intention to sign up for anything, just to look at prices. They then said if I left I would not be able to receive their special deals. I accepted, but within 24 hours had an event happen at home that changed my mind, called again to try and cancel and was unable. I am currently attempting to speak to someone at Ally to cancel it. The company has called me and stated that even though I have received no goods or services from them, that I will have to still pay off this loan. I find this unacceptable. My case number is XXXXXXXX and I cannot afford this loan, please find a way to cancel it and their services.
Business Response
Date: 08/30/2022
Business Response /* (1000, 7, 2022/08/16) */
this guest has an active Ally Dispute open and it will be resolved on or before 8/24/2022. Thank you.
Initial Complaint
Date:08/15/2022
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 Saturday I saw an ad on snapchat about a promotion for Ideal Image. I swiped up and received a free consultation for laser hair removal, in the consultation I made it clear I wasn't sure if I had the money right now but wanted to get more information on the service. The woman on the consultation assured me that I can back out any time and I just need to sign a few things to lock in my discount if I am ever interested. Next thing I know I get an email about my loan approval that I had no idea about. With my current credit I should not have gotten approved for this loan and I am no longer in good financial standing to afford these services and will no longer be going through with them. I never even scheduled an appointment with Ideal Image because I thought it was just a free consult. I have been trying to reach out to both ideal image and ally to work this out but I am getting no response. I just want ideal image to refund ally so I do not have to worry about paying for services I am never going to get.
Business Response
Date: 08/30/2022
Business Response /* (1000, 7, 2022/08/16) */
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.

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Ideal Image is NOT a BBB Accredited Business.