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

1,425 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.

Initial Complaint
Date:12/22/2024
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.
I came here on ***** because they had sent me tons of promotions that they were having a big Black Friday sale. I brought all my VA health info as I am a 100% disabled veteran and a senior citizen. I wanted to do ultherapy but was informed that fillers were the best thing for marionette lines. I came back for a consultation with the nurse, *****, on 12-5 for fillers. First off, they had mysteriously lost all the paperwork that I had filled out on *****. So, I had to fill out new paperwork without having my VA info with me. There was also no consultation with the nurse. When I went into the room, the nurse was opening stuff to inject me, and some pushy saleslady was also in there. I told them with sleep apnea I did not think fillers were a good option, but they insisted it was. Asked me for my credit card ahead of injecting me. They did not honor the Black Friday sale claiming they were a franchise, and I was even charged an extra 900 dollars. I was charged 2960 for 3 fillers, a ripoff amount! I did get reimbursed the 900 back a few weeks later after having to dispute the charge and calling corporate. When I went back for my 2 week visit on *****, I told them I had tingling and numbness in the injection site, and it was still swollen even under my lip, and the marionette lines were still showing. I also had lumps. I have not been able to wear my cpap either, which is dangerous for me. All the nurse, ***** did was say how the fillers were fine, which they definitely are not! Even called a very mean nurse for backup. None of the 2 nurses cared I had tingling and numbness or that around my mouth it was swollen. They did not document anything. The mean nurse that was called in even had the nerve to tell me that there was nothing they could do and asked me to leave.
Business Response
Date: 12/23/2024
This client is associated with a Franchise location. Please contact the franchise owners at: ************** For assistance with your concerns. We have also forwarded your concerns to the Clinic Manager and owner for further assistance
Customer Answer
Date: 12/30/2024

Complaint: 22719956

I am rejecting this response because:
this is the corporate office associated with this business. I went to the business because of corporate sending me tons of advertisement for a Black Friday special and then the business did not honor the Black Friday special. That is considered false advertisement to lure customers.
On top of that the fillers did not work at all and I still have the marionette lines. Not to mention I have tingling around my mouth and lumps and bumps on the side of my mouth and under my lip it is swollen. I have not been able to wear my cpap which I was told I could wear in 24 hours.
When I went back to the business on *****-24, they did nothing and did not address my concerns. Just said there was nothing wrong when there clearly was and rudely asked me to leave. I asked to speak to the owner, *** ******* and they said he was not available. I wanted to do a zoom call with the owner so he can see my face.
I have tried to reach them afterwards at their number in ***************** and left messages and they have ignored me. They have not answered their phone. The marionette lines are completely there and show more now then when they saw me the last time on *****, since my face is now less swollen.

Sincerely,

******* *********
Business Response
Date: 12/31/2024
We are happy to pass your message on to the appropriate clinic. The **************** location and all clinic located in ******* ** are privately owned and operated outside of Ideal Image Corp.
Customer Answer
Date: 01/02/2025

Complaint: 22719956

I am rejecting this response because:
Just today I got a ton of promotional specials from corporate! I understand that the business I went to was a franchise yet corporate is who keeps sending me emails and texts with promotions that the franchise did not honor. It sounds like a scam when corporate sends out all these fake promotional materials then the franchise charges way more! The franchise represents your company and should be held responsible when they scam someone. I have bumps and lumps under my mouth as a result of 3 fillers that did not work for marionette lines! My marionette lines are showing the same as before except now I have bumps and lumps on both sides of my mouth and under my lip. I also got some tingling in the area. It's been over a month and the bumps and lumps are still there! The franchise in ***************** is refusing to do anything about this and have not reached out for a resolution. They only care about scamming people out of money. The CEO *** ******* of the ******* locations needs to be held accountable! Also I would appreciate it if corporate would totally stop sending me advertising with sales that are fake as I get something from corporate almost every day! If corporate knows the ***************** location is a franchise then why does corporate advertise for them? Someone needs to take accountability on this matter. As a senior citizen, a disabled Veteran and a woman of color, I can not allow a business to scam me!
Sincerely,

******* *********
Business Response
Date: 01/17/2025

This client is associated with a Franchise location. Please contact the franchise owners for assistance with your concerns
Customer Answer
Date: 01/25/2025

Complaint: 22719956

I am rejecting this response because: If you are not taking responsibility for a franchise location then why do the BBB complaints go to corporate instead of being able to be put with the franchise location directly! I tried to put the complaint with the ***************** location and it forwarded it to corporate. Corporate is also who keeps sending me promotions for the ***************** location via text and email every day! This is a scam where no one wants to take responsibility.
The ********* employees have been rude and have ganged up on me and will not give me a way to reach the franchise owner, ****** *******. Even refusing to admit he was the owner. I am so frustrated with this business and I am out of 2,O60. You people at corporate are telling me to talk to the owner of the franchise knowing well that I don't know how to reach him. I have talked in the past with the so called director of client care and she has not provided the owner's info and neither has corporate! I have just gone around in circles. This is not how you treat customers! This is a total scam where no one takes responsibility. The only thing they do take is your money!
Sincerely,

******* *********
Initial Complaint
Date:12/21/2024
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.
This company engages in deceptive practices to take peoples money yet refuse them service when they attend their scheduled appointment for their planned service. I was essentially harassed to make a zoom consultation. when I disclosed my recent medical issues I was told there would be no issue to receive the services. I then made a hefty prepayment and when I arrived for my scheduled appointment again, engaged in another consultation with their nurse practitioner where I was advised not to proceed with service. despite this qualifying for a refund I was not issued a refund.
Business Response
Date: 12/23/2024
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:12/17/2024
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.
Last year I had a consultation with Ideal Image online, the consultant quoted 4 sessions. When I went in I was told I wouldn't need the 4 sessions so I would have a credit that I could use for a different service if I wanted. I did the 3 sessions, wasn't satisified with the results and told the specialist that. She said they can schedule a follow up and we can look at the before and after pictures to compare. Well the appointment was supposedly scheduled but I never received a confirmation email like I did for the other sessions in fact I received an email that said my membership was cancelled. I didnt know I was under a membership, I was told I purchased 4 sessions. When I called and emailed the consultant I initialy met with I never heard back. I sent a new email this month in December and got a call back but unfortunately she wasnt able to do anything she said they wouldn't refund the additional session they owe me, she said each session was actually a 1.2 session so I only have .4 left which was also not explained to me in that way and doesn't make sense as to why someone would quote 4 sessions then if it doesnt equal up to equal sessions. It was one suction cup under my chin for 45 minutes that should only be one session. Her only resolution was for me to pay the difference for another session. I am not satisfied with the results at all so I honestly do not want another session, I want a refund. I paid $3500 and have nothing to show for it. I will be leaving bad reviews on every ideal image platform to make the issue aware for anyone who is thinking about paying for this scam.
Business Response
Date: 12/18/2024
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: 12/18/2024

Complaint: 22698695

I am rejecting this response because:

I have already spoken to the customer support team they were not able to assist, they said I could buy another session if I wanted to, I do not want another session I want a refund for what i paid for but did not get.

Sincerely,

******** *******
Business Response
Date: 12/18/2024
We will contact you directly for further support
Customer Answer
Date: 12/19/2024

Complaint: 22698695

I am rejecting this response because: I want a refund of my money back, not a credit for additional services. I am not happy with the service completed therefore I do not want a credit for additional services, I am not interested in getting anything done through Ideal Image.

Sincerely,

******** *******
Initial Complaint
Date:12/14/2024
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.
I saw multiple were scammed, I dont trust the process anymore. I think they fed me incorrect information. I need this contract to end immediately before it damages my credit or takes my money
Business Response
Date: 12/18/2024
It is our understanding that this matter has been resolved
Initial Complaint
Date:12/14/2024
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 paid for hair removal services for my daughter, during the beginning of covid. We were adoment about staying safe, and we got off track because of covid. I called twice and let messages for the manager and told she was on vacation and the *** sent her email. I called Friday the 13th and left a message she was at lunch, I left another message to call me back. I didn't get a call a I feel this matter is serious. My daughter started going back for treatments and she was charged a fee and I was told she was inaintience stage. She went to the location in ****** and they charged her. So I called and explained that my daughter hasn't received her original paid sessions and I was told to reach out where I signed the contract. The stage after you have had all of your sessions. My daughter has had 3 sessions at the most and the last one I paid a fee. The business hasn't reached back out and I need to talk to the manager to get this issue resolved. When I talked to the *** today, I was told that's it been a long time and I ***lied, covid was why we got off track and for the first 2 years we only went where it was mandatory and I wasnt told the sessoons had to be done during a certain time. I feel like if I paid for the sessions, she should be able to receive that. I want my daughter to receive the sessions I paid for.
Business Response
Date: 12/18/2024
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:12/12/2024
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 chose to receive laser hair removal at Ideal Image located at ******************************************************. I went to the Ideal Image website and made an appointment with an Ideal Image representative. After selecting my treatment plan, I chose to finance the $3,313 treatment through ********* (now Synchrony) on 9/19/2023. Once approved, I was sent a contract for payments of $184/month to the Ideal Image Corporation (as written on the contract). 4/29/2024 I decided to add onto my treatments which costed an additional $2,074.44. I financed again, this time with payments of $122.03/month (this payment plan is still showing as active on the Ideal Image app).On July 5th, 2024, Ideal Image sent a mass email to clients at their Metairie, ********* location stating their Metairie location is owned by a third party, ***************, L.P., and was operating under the Ideal Image brand. Effective Friday, July 5th 2024, the relationship with Troika was terminated and the clinic no longer operates under the Ideal Image brand. They told us to direct any questions to Troika. They also provided us with client support contact information to contact Ideal Image should we chose to continue receiving services from them.Upon calling Ideal Image to see about continuing services, I was told they no longer have access to my contracts and I need to contact ****** about continuing care. When I emailed Troika, they sent an auto reply saying ReLife MD has acquired this former Ideal Image and have assumed all contracts and financing and will be providing all of my services. Whenever I try to call the ReLife MD office, they do not answer my calls.I signed a contract to receive Ideal image services, including the "Lifetime guarantee" they advertise on their website, yet they refuse to service me. They misled myself and other clients with their brand name and resources, therefore, they should assume responsibility. Not just ***************. I would like my money back.
Business Response
Date: 12/12/2024
***************,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.
Initial Complaint
Date:12/11/2024
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.
Hello! I reached out to Ideal Image in October 2023 to inquiry about a skin tightening procedure on my neck due to loose skin. I'm aging and this is something I became self conscious about. I had a zoom consultation with a nurse/consultant regarding my concerns. She advised this is something they could help me with. I was reluctant initially due to the amount of the procedure. However, she said they could put me on a payment plan. I wanted to do something for myself as a single mom, therefore I agreed. I made the appointment for the procedure. Within a week or two. I was advised I would see a difference within 6 months or sooner because everyone is different. The technician said she did the procedure on someone and when she returned in 6 months she didn't recognize her because she was snatched. I was so excited and inspired by the technician/nurses testimony of what she witnessed. Four months after the procedure, I saw absolutely no difference. I called the **************** where I got the treatment and advised I see no difference or even a slight difference. She told me to wait the full 6 months, which was in April. Still no difference in April. I called several times with no answer. I eventually got through and spoke with the manager. I told her saw no difference and want my money back and to reverse the charge of the remaining balance owed. She apologized and, she said they could do the procedure again at a different office because **************** is under renovation, that's why I couldn't get anyone on the line. I scheduled an appointment at the *********** location. I got the procedure done again and 6 months later no results what so ever. I spoke to the manager on Nov 14th and told her I wanted my money back and to reverse the charge and clear my balance. She said she tried, but couldn't because my contract expired in April, which I wasn't aware of. They have my money and I have absolutely no results. I have current pics of my neck w/date
Business Response
Date: 12/11/2024
We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at **************
Customer Answer
Date: 01/31/2025

Complaint: ********

I am rejecting this response because: previous case that was closed due to no response from me. #********. The case wasn't resolved. They closed the account, which caused my credit score to go back up. Now their finance company shows my payment is past due and my credit score has gone down. These are scammers. Please help me!!!

Sincerely,

******* ********
Business Response
Date: 02/03/2025
This client is fully treated and not entitled to a refund of any amount. Payment in full is due to the lender for services received
Customer Answer
Date: 02/14/2025

Complaint: 22673478

I am rejecting this response because: requesting a copy of contract

Sincerely,

******* ********
Business Response
Date: 02/17/2025
Please give us a call, we are happy to provide a copy of your service agreement- **************
Initial Complaint
Date:12/11/2024
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 laser hair removal with IDEAL IMAGE in May 2024 only to be bamboozled due to the Metairie, LA location closing the next month. I financed these treatments so I am being charged monthly for a service I never received. I have been given the run around because no one wants to be accountable including the finance company. This is costing $2900 dollars and a constant jab monthly when the payments comes out of my account. I wouldnt recommended a dog for treatment here. I wouldnt want my name being blasted for scamming people but clearly IDEAL IMAGE does not care.
Business Response
Date: 12/11/2024
***************, L.P., the independent third-party organization that owns the clinic operating under the Ideal Image brand in Metairie, ** , has decided to close the clinic. 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 ***************, L.P. at ********************************
Customer Answer
Date: 12/12/2024

Complaint: 22672882

I am rejecting this response because:
I have sent several emails only to get nothing. Yet, I am paying a monthly charge for service I have not had. Troika is not who I did business with every document I signed states Ideal Image including the financing. I just want a refund. Clearly, no one is being held accountable as this is been going on for over 5 months. Ideal Image is scamming people using legal language to not be held accountable.

Sincerely,

P *****
Business Response
Date: 12/13/2024
We apologize for your experience. Ideal Image Corp. Does not have the funds use to fund your service, Your purchase and contract are owned by *********** Please continue to contact Troika for refund and resolution. To note, as worded in your service agreement

This Customer Agreement (US) (Agreement) sets forth important legally binding terms and conditions governing your
relationship in transactions with your health care provider or one of our suppliers, agents, or others in contractual privity or
any other relationship, including Ideal Image, and relating to the services and/or products to be provided to you. The name
Ideal Image and any logos, names or other identifying marks are the property of Ideal Image or, if applicable, third parties
who have contracted for the use of Ideal Image names, logos and marks.

Troika LLP was an MSO group that contracted with Ideal Image. They have since decided to part ways, and in doing so, their clients went as well. We have no further details on the current standing of Troika but have been made aware that they have reopened under a new name. To resolve your request for refund You must go through Troika. We also suggest you open a dispute with your lender if you are not having success with direct contact.
Customer Answer
Date: 12/13/2024

Complaint: 22672882

I am rejecting this response because:
My financing states Ideal Image nothing regarding Troika LP. While you are stating you all do not have the money. I was offered to go to another Ideal Image location which I have in writing so if you are willing to provide service at another location. Why cant I be refunded for not having access to a local location? Please make that make sense. Ideal Image is ripping people off. All I want is my contract cancelled so I will not continue to be charged monthly.

Sincerely,

P *****
Initial Complaint
Date:12/10/2024
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 had a phone consultation for a cosmetic service and at that time they charged me ****** for a ***** and fillers treatment they were going to do when I came into the office for the procedure. A few days later I was hospitalized, and I still am. I called to cancel my appointment and get a refund as I never received any services, and I dont know if or when I will be able to get the services based on my health condition. I was told I could not get a refund because I did not cancel my appointment within 72 hours of my consultation. I feel that as the company is taking your money before services are rendered that this information should be told to the client, and not hidden with a lengthy contract. I feel this practice is unethical and I would like to request a full refund in the amount of ****** as I never received a service from this company and may never be able to re-book within a year. Thank you
Business Response
Date: 12/11/2024
We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at **************
Customer Answer
Date: 12/11/2024

Complaint: 22666738

I am rejecting this response because: I would like a refund issued as I was not told I could not get a refund unless I canceled a in person visit within 72hours. I have paid for services not rendered.

Sincerely,

****** ********
Business Response
Date: 12/11/2024
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:12/03/2024
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.
On 11/16/2024 I had a consultation over zoom with a women who discussed several ***** options. She said she had certain coupons and offers she could put towards my account since we were on zoom. She had me rush through signing a few things and paying upfront via this zoom call (that should have been my first sign to back out). I unfortunately did not and only decided to cancel several hours later. My appointment was scheduled for 11/18 and when I cancelled the only warning I received was that if I didn't cancel greater than 24 hours before my appointment I would accrue a 50 dollar fee. I cancelled greater than 24 hours before the appointment and not even 8 hours after the appointment was made. I figured everything was good. On 11/25/24 I send an email as the charge is still on my credit card. I never receive a response. I send a follow up email 12/2/24 and am told to contact a number. I contact them and I am told that since I didn't email them requesting a refund with 3 days that it is now a store credit. This is despite me cancelling my appointment, never receiving any services, etc. Common sense is if I cancel an appointment that I am refunded, especially when the only warning on the scheduling email is the $50 fee.This is clearly a scheme they run to pressure you into services and then make you jump through hoops to get a refund. It's shameful and I wish I had seen all the other complaints all over the Internet relating to their shady business practices. They now just get to hold on to my $242 knowing that there is not a service I want that they provide.
Business Response
Date: 12/05/2024
It our understanding that this matter was resolved
Customer Answer
Date: 12/12/2024

Better Business Bureau:

Of course, after stating I made a complaint, I was called by a manager and offered a refund so I believe the issue should be responded.

Sincerely,

***** ******

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Ideal Image is NOT a BBB Accredited Business.