We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

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

Find a Location

Ideal Image has 153 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,425 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/07/2022

      Type:Order Issues
      Status:
      Answered
      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 reluctantly purchased a package from an Ideal Image sales person on 7/9. Before I purchased the package I asked her if I could cancel my contract tomorrow if I changed my mind. She told me this would be fine. (Her name was Breona ********. )

      7/10 i woke up and regretted my purchase. I read some very poor reviews of Ideal Image and called, texted, and emailed to have my account cancelled and my request for financing cancelled. I did not hear back. I have made no less than 6 calls and some emails to them again and they refuse to cancel my account. I keep being told that I need to talk to Cody who is handling my case but Cody is never around. I have worked incredibly hard for a superior credit rating and I want this issue to be resolved so it doesn't negatively impact my rating.

      Business Response

      Date: 08/25/2022

      Business Response /* (1000, 6, 2022/08/08) */
      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.


      Consumer Response /* (3000, 8, 2022/08/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They have tried to call me but I have also tried to return the call, I've emailed, I've texted and I have asked a supervisor to have my account cancelled. I have now contacted the financing company to let them know to cancel the financing as I have been trying for a month to get this canceled and have not been helped.

      I will not feel like this issue is resolved until Ideal Image cancels my account as requested.


      Business Response /* (4000, 10, 2022/08/12) */
      We have attempted to reach this guest again 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, 12, 2022/08/12) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I work from home so it if difficult to reach me during the day since I am often on conference calls. I responded to the email which was sent to me and provide specific times for Ideal Image to contact me. I continue to be concerned as to why they need to talk with me via phone as I have been clear that my contract needs to be cancelled.

      This is something I specifically asked Breona ******** when she sold me the package and she confirmed I would be able to cancel.

      I called, sent texts and emails to cancel the very next day.

      I am absolutely appalled that I have been unable to cancel my account for over a month now, especially given it was something I asked about before I was 'sold.'

      I am warning all of my friends and everyone in my FB community of 10k about this experience.


      Business Response /* (4000, 14, 2022/08/15) */
      After multiple attempts to reach the guest by phone and not e-mail there has been a time set for communication with this guest. The guest signed legally binding non-refundable contract with Ideal Image which is why the guest has been unable to cancel the contract. Ideal Image is happy to come to a resolution with the guest during the set time to speak with the guest regarding her concerns.


      Consumer Response /* (4200, 16, 2022/08/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      As I noted previously. I asked Breona ******** if I could cancel the account if I changed my mind. She said as long as I didn't use any services that would be fine.

      If I am now going to be held responsible for the contract then I was lied to to make a sale. I NEVER would have agreed to purchase if Breona had told me there was no cancelation possible.

    • Initial Complaint

      Date:08/06/2022

      Type:Order Issues
      Status:
      Answered
      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 to for a membership and a Botox and in the clause/contract it states I have the right to a full refund if I didn't receive my service/benefits which anyone would in the world would think is Botox. Not the automatic discount they give you for everything. Once I requested my refund, a employee stated I cannot receive a refund because I received my benefit/service. I informed her I didn't. She states the service/benefit is a small discount to the Botox price. I told her that's absurd. I didn't receive Botox which is the real service. I haven't stepped foot into a store. When you sign up for the membership every service is discounted which makes them able to decline all refunds. Which is a scam. Why have refund verbiage in the contract? Possibly to make people feel at ease and then full knowingly scamming them when they request a refund. It's ridiculous!

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 7, 2022/08/08) */
      This has been resolved. Thank you

    • Initial Complaint

      Date:08/06/2022

      Type:Order Issues
      Status:
      Answered
      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 considering having laser hair removal and called ideal image to get some information. While on the call I felt pressured and rushed to set up an appointment with them and get financing through a lender they use. I did and then after thinking about it some more I decided I actually did not want the service and that because my husband and I were considering having more children in the near future it wasn't a good idea. I literally called back less than 24 hours to cancel the service and the scheduled appointment. I also called the loan company to cancel with them. They were very nice and told me to reach out to ideal image and tell them to refund the $2400. When I called ideal image I was met with hostility and told that I had to pay the money no matter what or it would effect my credit. I told them I no longer want the service and would never want the service. I got passed around to several representatives with no help. I asked to speak to a supervisor to which I was told I had been "escalated up as high as I could". Which is ridiculous. One of the representatives even laughed at the situation and then raised his voice to me. They were very rude and threatening. I never got any services done and never even went to their facility. I want the money refunded to the loan company (which is Ally lending) asap as I have no intention on making any payments on services I am not getting. Ideal image has handled the situation horribly from start to finish.

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 7, 2022/08/08) */
      This was resolved via a financing dispute. Thank you.

    • Initial Complaint

      Date:08/06/2022

      Type:Order Issues
      Status:
      Answered
      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 to do full bikini, linea alba and armpits for the 16 months unlimited session which was almost $3k that I decided to pay in full so I was able to get an appointment.

      Samantha S., who did the Zoom consult, was not transparent in the information she provided. She did NOT tell me it would be almost 2 months until I would get in for the first appointment. She also didn't tell me the 16 months started at the date of the contract rather than the the date of your first appointment. Of course she stopped responding to my emails and texts about getting on the schedule ASAP. This lack of transparency is unacceptable. I work in healthcare and they are not very flexible with scheduling and I didn't want to wait until 2 months into my txt timeline to get started and be penalized for it when that is not my fault they don't have anything open sooner.

      I asked to be refunded because its their fault they lack an open schedule and don't have adequate staff to accomdatw their patients. This leaves me to start 2 months into my timeline. I should be getting a little over 10 sessions with the 16 months and going every 6 weeks, and this point I will be only getting 8 sessions!

      UPDATE 7/22/22: After posting a google review originally the manager of the Durham location Nigel called me and offered me an apportionment for 7/31/22, a Sunday. I was surprised by the Sunday option, but took it.

      UPDATE: 7/29/22 6pm : Nigel called to cancel my Sunday appointment, which I had figured was going to happen based on other reviews. I had ask for my money back because I'm not able to get into the office for the services I paid for and I don't want to have to fight for openings in the schedule.

      UPDATE 8/1/22: Corporate sent me an email and called. I responded to their email and never heard back. I also called back and left messages for Casey to call me back ASAP.

      At this point I am disputing the charge with my bank. I have yet to step into an ideal image location/ get services

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 7, 2022/08/08) */
      Ideal Image is happy to resolve this for you. Currently there is a credit card dispute that is open. This will need to be dropped to allow us to resolve.


      Consumer Response /* (3000, 10, 2022/08/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Currently this dispute is in process so it can not be canceled at the moment. If the credit card dispute gets denied than I will like to proceeded accordingly with a refund. Please provide any corresponds to the bank if/when they reach out to you for more information.


      Business Response /* (4000, 12, 2022/08/10) */
      The dispute is handled with our dispute team. If the dispute is found to be settled in the favor of Ideal Image please feel free to reach out to us regarding your concerns with the contract signed. Thank you

    • Initial Complaint

      Date:08/06/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called Ideal Image on Wednesday, August 3rd, inquiring about services. I was contacted by a 1-888 number and transferred to someone named Andrea who suggested we do a Zoom call. We talked through Zoom and she was rushing through the process of signing me up. I started having second thoughts and didn't like how I was being pushed. I called Andrea back in less than 24 hours and said I was no longer interested in doing this after reading a few reviews and contacting Ally to have things taken care of. Andrea was short, rude, and talking over me. When I mentioned seeing a few complaints about getting appointments, Andrea said, "Ideal Image has been around for 21 years, we did right by everyone that complained. You getting out of this isn't going to happen." She kept cutting in and out due to faulty service with the weather on her end so it was hard to understand a lot of what she was saying. She insisted I get set up for another appointment, though couldn't book me out much further due to scheduling another complaint made by Google reviewers. I'm afraid with me wanting to be out, I'll be treated differently, and don't want to do this anymore. I'm asking Ideal Image to please refund the money to Ally and to cancel any and all appointments with Ideal Image that I have. In exchange, I promise to leave a 5-star review without an explanation on the company's Google page and not to reach out again.

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 7, 2022/08/08) */
      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, 9, 2022/08/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Forgive me, I'm not trying to be difficult. I'm only choosing "Decline" for a fear of nothing happening once this is closed and there isn't a response. I've been unable to reach Ashley and vice versa. I've seen missed calls from Ashley though I'm back to teaching, so I'm unable to respond. I did reach out via email on August 8th, and haven't heard from her. (I'm sure this is a crazy time for everyone.) I would still love to discuss the situation and my interaction with Andrea.


      Consumer Response /* (3000, 11, 2022/08/18) */
      ***Document Attached***
      Craig from Ideal Image reached out on behalf of a Ashley and stated that due to a contract there will be no refund even though I've canceled all appointments, haven't had an appointment yet, and have been treated poorly by Andrea. I have no intention of going to Ideal Image with how everything has gone. I was driving and the call dropped; I tried calling back (see picture) and was busy each time.


      Business Response /* (4000, 13, 2022/08/19) */
      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. This guest also has an active Ally dispute that will be resolved on or before 8/24/2022. Thank you.

    • Initial Complaint

      Date:08/06/2022

      Type:Order Issues
      Status:
      Answered
      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 lip filler from ideal image and was completely scammed. I was charged $664 prior to receiving treatment or even having an appointment. My consultant Christine ******* From the West Hartford CT location, told me the payment "contract" only covered additional procedures I could get and NOTHING about the fact that I could not get a refund if I wished to cancel my treatment. Right after I paid and realized what had happened, I emailed her and said I was not comfortable moving forward and then I got dead silence from her. I am seeking a refund and want to help others from falling into the trap of ideal image. A docusign was sent to me after the payment went through which I have not signed.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 7, 2022/08/08) */
      We are currently working with this guest to resolve. Thank you.


      Consumer Response /* (3000, 9, 2022/08/14) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have not been contacted by Ideal Image to resolve this case.


      Business Response /* (4000, 11, 2022/08/15) */
      We apologize if the center was not able to get in touch with you. We are reaching out to the center again in hopes that they are able to connect regarding the assessment discussed. Thank you.

    • Initial Complaint

      Date:08/05/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Around June 13, 2022 I did the consultation and signed up for cool sculpting with Ideal Image. I was approved for financing. Before my first appointment, we had a a situation where we need to purchase a new car. I emailed the person who helped me setup the consultation and notified her of my situation- financial emergency, adding another bill will be impossible since we're needing to purchase a car. The scheduler said she'd put in a request to cancel due to financial hardship. I received a few calls from a man at Ideal Image and an email. Since I was unfamiliar with the phone number , I didn't answer (I receive spam calls all day unfortunately). My voicemails weren't coming through so I responded to the email informing them email would be best to communicate. After that, he never responded. I've sent multiple emails and received no response. I even had another scheduler send an email to a supervisor.... No response. It's evident they don't care about their customers...

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 3, 2022/08/05) */
      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.


      Consumer Response /* (3000, 5, 2022/08/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I returned the call 3 days later (August 8,2022) left a voicemail and have yet to receive a returned call.


      Business Response /* (4000, 7, 2022/08/12) */
      We have attempted to reach this guest via phone again 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:08/05/2022

      Type:Order Issues
      Status:
      Answered
      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 scheduled a zoom consultation appointment with Ideal Image back in February 2022 and was interested in getting CoolSculpting done for my wedding coming up in June. I had purchased many areas to treat, including the membership package. I paid $4,040 completely up front and my appointment was scheduled for April. The day before my appointment I received a phone call very late in the evening and the rude lady on the phone proceeded to tell me that the provider of the service was not going to be in and they would need to reschedule my appointment. This did not work for me due to the demanding schedule of my full time job. She proceeded to tell me there were no appointments until May, which did not work due to my wedding coming up in June. I strategically planned for earlier spring because it takes at least 3-4 months to see the results. I tried to contact their customer service many times and was blatantly being avoided, hung up on and treated very horribly. I do not and never wish to go through a procedure with this company because of how I was treated. All I want is the $4,040 I paid up front back in February, they are holding onto my money and are telling my now that is it not refundable! How is this legal?!! They canceled the appointment on me!

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 7, 2022/08/08) */
      We are actively working to resolve this guests concerns. Thank you.

    • Initial Complaint

      Date:08/05/2022

      Type:Order Issues
      Status:
      Answered
      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 in advance for a package over $1000. When I called to schedule an appointment I was told my points had expired. When I asked if that meant I was out $500 I was told "yeah, basically." I asked to talk to a supervisor and was told they were "busy". I called the main line for ideal image (not the tampa only line) and was told a supervisor would love to help but they weren't available right now and would call me back. It's been 3 days and no response. I am furious that this company is telling me they will be keeping my money and not give me a service because they claim I didn't use my credits in time. I already spoke to another supervisor about switching services and was told this was fine, but apparently they didn't do this and are now trying to keep my money and not give me a service. You can't keep someone's money without providing a service!

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 7, 2022/08/08) */
      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:08/05/2022

      Type:Order Issues
      Status:
      Answered
      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 Full Face LHR for 16 months on 11/4/2021 for $2,042.50. I went to my first and only treatment session on 11/30/2021. The pain and anxiety I went through was not something that I was warned about in any capacity. I have very sensitive skin as well as a skin condition that forms boils when irritated. After that session, I called in to try to get a refund and was told I could not do so without a doctor's note. I tried to get a doctor's note, but because of covid I still have not been able to get in to see my physician. I do not believe I was properly prepared for this type of treatment, and had I gotten more information up front I would not have sought this service. I think it's wrong that there is no kind of trial period, especially when you are going in blind. My consultant was very pushy and I felt obligated and pressured into taking a deal for the 16 month package instead of just choosing one session. I will no longer be doing business with this company, and if this cannot be resolved I have no qualms in sharing my experience with everyone I know and taking them to small claims court.

      Business Response

      Date: 08/05/2022

      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.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/08/05) */
      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: 09/13/2022

       
      Complaint: 17878038

      I am rejecting this response because: They have not sent me an email or tried to contact me to resolve this. Ive re-checked all my emails.

      Sincerely,

      **************************

      Business Response

      Date: 09/15/2022

      We have spoken to the guest and are currently working to resolve within the terms and conditions of the signed contract. Thank you.

      Customer Answer

      Date: 09/15/2022

       
      Complaint: 17878038

      I am rejecting this response because:
      This is not a resolution, I will not accept it until I get a refund.
      Sincerely,

      **************************

    Ideal Image is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.