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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

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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.

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    Customer Complaints Summary

    • 1,434 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2022

      Type:Billing Issues
      Status:
      Resolved
      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 a laser hair removal package from ideal image for $2850 on July 6. I felt pressured and rushed during the call because the sale was "ending today!" The consultant never mentioned anything about family planning and not being able to get laser hair removal.

      Within an hour of purchasing the laser hair removal package I called ideal image and asked what would happen if I got pregnant. I am trying to have a baby and they said they would have to pause my treatments.

      I ended my conversation and looked up the cost for other laser hair removal. I could have gotten the same package elsewhere for $600. So I can't use the laser hair removal if I'm pregnant and I was grossly overcharged.

      I called two hours later to cancel my membership and was told I would get a call back in 5 days. I then wrote them and said I want to cancel my membership and the agent ended the chat.

      I want to cancel my membership since I can't use the goods and today I was told I can only cancel if I'm pregnant but not trying to become pregnant.

      I have not used any service with ideal image and just want a refund of my money.

      Business Response

      Date: 08/04/2022

      Business Response /* (1000, 7, 2022/08/02) */
      It is our understanding that this has been resolved.


      Consumer Response /* (2000, 9, 2022/08/03) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Resolved. Received a refund. Thanks.

    • Initial Complaint

      Date:08/02/2022

      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.
      So I signed a contract 7/29/22 for a non-refundable $4,000 for a service I will be getting. Well three days later I find out I'm pregnant. I was told the best they can do is postpone my services but I will still be charged starting this month. Even though I won't be getting services 15+ months from now. You'd think for something as serious as a pregnancy they could do SOMETHING, ANYTHING to help, like postpone the payments too, but they care too much about their money and not their customers. Now in the near future I will have medical expenses and soon a whole baby and be paying for services I won't be able to have for over a year. That money could be going toward baby essentials. Wish big companies could be better. Definitely won't ever be going to Ideal Image again after this.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 6, 2022/08/03) */
      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:08/02/2022

      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 promised laser hair removal treatment and to be scheduled in a timely manner in order for the hair removal/reduce to be successful. It's been over a year and have only managed to get 4 out of the 9 treatments the last two appointments have been cancelled and rescheduled by Ideal Image and every time it was rescheduled it was pushed out almost three months every time. Recently I was scheduled on 8/5/22 I confirmed my appointment as soon as I got an email only to wake up to an email today 8/2/22 that my appointment had been rescheduled for Oct without my knowledges or consent. I have to become upset and demand treatments when I have been on time with my payments. Thus resulting in no hair reduction and having to deal with employees who can careless of the money 5k to be exact I've spent on services. The bad reviews on google aren't fake. This location is a joke and should not be allowed to take on new clients if they cannot provide services as promised. There excuse is always that they do not have enough staff. That's not my problem, especially when they are taking my money for services they cannot provide.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 7, 2022/08/02) */
      We are currently working with our treatment book optimization team to get guest in for an earlier appointment at this time. The contract was extended until 2/23/23 due to scheduling issues at the clinic level. Thank you for your patience as we work to schedule appointments in a timely manner.

    • Initial Complaint

      Date:08/01/2022

      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.
      At the beginning of May 2022, I spoke with the salesperson about the services they provide, Cool Sculpting. I have issue with unwanted belly fat and wanted a solution, without surgery. Catherine, the salesperson set up a zoom meeting with me to evaluate my problem area. At that point, she said that the services they provide would get rid of that access fat. I was overjoyed and the next step, was the payment. She suggested a min of (6) treatments, stating for the best results. The price was around $3000. At that point, I arranged financing though a third party. With good faith, I went along and signed the paperwork. On my first appointment, the nurse looks at the problem area, and told me, that the area I needed work on, their services would not help because it is under the organs. I was very upset and felt I was scammed. I tried calling the salesperson, but to no avail. I went on and let them try and work on a different part of my belly and thighs. That was a few weeks ago. To no surprise, the treatment did not help at all. At my last appointment, yesterday, the nurse told me the area I need help with, those treatments could never help, and I should have been told this before signing an agreement. So, as I stated, this salesperson, feed me lies and false hope. Now, I am paying off $3000 to this company for nothing. I want me money back, if not all, half, since I did got to the 2 appointments. Please help

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 3, 2022/08/01) */
      Cool Sculpting results are not visible for at least 90 days. This guest is fully treated and not eligible for any type of refund or compensation. Contract states:
      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.

    • Initial Complaint

      Date:08/01/2022

      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 laser hair removal treatment with Ideal Image. The deals/offers that I received from Ideal Image via email somehow didn't apply to the treatment I signed up for which is a complete scam because I signed up for the exact deal that they sent me via email. I don't understand how they charge their client. It is literally based on nothing. During consultation, I was asked to pay $1616.00 and I paid this amount using my own credit card. The total amount that they charged me was $4849.99 which was way too higher than what I was expecting based on the offers that they sent me. They would literally charge anything for the treatment. The information that they send us through email and the prices listed on their website doesn't even match to how much they charged me. So after finding out that they overcharged me, I went to their office to cancel and requested a refund.(I requested for this before receiving any treatment from Ideal Image. They gave me a number to call and the representative told me that it's a no refund policy. I don't understand why they won't give me my money back. I didn't get any treatment at all from them. I want to get my refund. They literally charged me a random amount (I was shocked to see how much they overcharged me and they never explained how the total
      amount is calculated - do they pick a random number or what). I paid $1616.00 for the services that I never received and I want my money back.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 7, 2022/08/02) */
      This guest was not over charged. I called her and went over the pricing. It was simply out of her price range. We came to a resolution, this guest is resolved.

    • Initial Complaint

      Date:08/01/2022

      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.
      Zoom consultation a representative called proceeded to tell me that cool sculpting would be more beneficial. We went along with conversation and during this time she stated that they can provide funding. I stated to her that I didn't want anyone to pull my credit at this time, she insisted & insisted that this would ONLY be a "soft" pull & that she would "walk" me through the application over the phone. It was indeed a soft pull initially during the pre qualification part, then it took me to another part where the representative kept saying oh no you can continue. I stated to her, "no I can't click that it looks like now it's going into more depth on the info that it'll be a hard pull. I don't want to continue." She insisted and insisted that it was only ever a soft pull. Against my better judgement, I trusted what she said and continued. She walked me through some other paperwork. I stated to her ok so there's a lot of paperwork here, "is this something that's like binding and I can't then change my mind?"... she assured me over and over to not worry as I'd have 72hrs to cancel if I needed. I said "oh good, are you surrrree?" The representative assured me that I'd have 72hrs to change my mind. I continued the process when we got to the scheduling part she didn't have anything until the end of the following 2 months and I wanted something sooner; but I can cancel. Well that was a lie. Hrs later I get an alert that the inquiry was in fact a hard inquiry. I felt lied to. I called to cancel the next day to be told that I can't in fact cancel after all. I'm in a binding contract.
      I explained that the representative told me I could as long as within 72hrs.
      Rep stated that she would put a dispute in. I called the loan funder and explained that I'd like to file a dispute. Corporate called just to basically offer me a discount. Had no explanation to why rep would lie to me, was rude & hung up on me. I cannot do any business with a company that lies like this.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 8, 2022/08/02) */
      This guest has an open dispute that will be resolved on or before 8/3/2022.

    • Initial Complaint

      Date:08/01/2022

      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'm gonna keep this short because all of the other reviews are TRUE.
      Ideal Image at North Hills Raleigh NC- they took 2k before services. I was confused, I had never had that happen! You provide the service and you get paid. NOT the other way around
      After many attempts to resolve the issue and even getting hung up on by the staff. They are VERY rude and unprofessional. Said they would call and check on me, they never did. Talking to head quarters after long holds and never a resolution.
      I looked up the business here at BBB and that was confirmation. I wasn't being irrational; look at all of the complaints! But look at all the refunds! This is fraud. And
      this is the only route and hopes of getting my money back.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 7, 2022/08/02) */
      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:07/31/2022

      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.
      On July 31 2022, I walked into ideal image for my 10am and 11am appointments. I was there to receive lip injections (lip fillers), and wrinkle reducer (botox). I checked in with the nice lady upfront and she told me I would be seeing someone by the name of Amanda. After waiting maybe 2 mins, i was called back by Amanda. Amanda escorted me to my room and show me where to have a seat. I sat down and she made a comment by how big my lips were currently and i definitely didn't need anymore. She went on to say that she is very conservative when it came to injections and fillers. The comments did not stop there she asked me to make a mad face to see if she seen any wrinkles, and she quickly said that she Definitely did not and that i didnt need any treatment. I had to almost beg the nurse to give me my treatment, because she insisted that i didn't need it. The part that makes me feel disrespected and judged, was she was acting as if she was me and making the decisions and out what i wanted when she never asked, she just went on about how society is a bad influence on your generation. Anyway after pleading with her to do my lip fillers she only did one side at the bottom of my lip because there was swelling, i told her i normally swell and its okay, she insisted she couldn't do it and left me with uneven lips. I went home and cried because it was the worst experience, I've had with ideal image which sucks because it was so bad that I will never come back, and im telling my friends about that the place that

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 5, 2022/08/01) */
      This guest is fully treated and not eligible for any refund or compensation at this time. Thank you.

    • Initial Complaint

      Date:07/31/2022

      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 went to hair removal in ideal image 07/28/2022 for bikini side and they burn me because they used the wrong machine for my skin type and now i have burning issues problems and they burn my skin i have to use medication about a month now to get heal and after that the scars for burning will stay with me and i took a picture and i called to on call nurse and file this accident but I can't upload my bikini picture for burning here unless specialist needs that or doctor or nurse , and i feel. So terrible because of this issue i have problems to go bathroom and i have pain

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 7, 2022/08/02) */
      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, 2022/08/03) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I received the call but I wasn't able to answer and I called them back since yesterday and I leave the voice mail too but they not answering and I didn't receive call again from them and I called many times but nobody answers to that number


      Business Response /* (4000, 11, 2022/08/04) */
      Thank you. We were able to reach the guest this morning and come to a resolution.

    • Initial Complaint

      Date:07/31/2022

      Type:Order Issues
      Status:
      Resolved
      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 23rd, my wife and I had a zoom meeting with Kristin of Ideal Image. She sold me a 16 session package without telling me I had to finish all 16 sessions within 16 months. She did tell me that I could cancel at any time. The next day, my wife tried to make appointments and could not get them together on the same day and not for over a month. How can you use the sessions when you cannot get an appointment within a reasonable time AND I must wait 30 days in between each session? My wife looked up their rating on BBB and it's less than a 2. That's when we decided to cancel.

      We contacted the lender, Ally, and started a dispute Case Number: XXXXXXXX. Ally sent me a document that my loan is canceled. Then a *Craig* from Ideal Image calls my wife and threatens her with a lawsuit, talked over her, and was completely disrespectful in his attempt to offer $400 off the bill.

      I would like the same paperwork canceling the contract that my wife received from Ideal Image.

      Business Response

      Date: 08/15/2022

      Business Response /* (1000, 7, 2022/08/01) */
      This has been resolved for husband and wife. Thank you.


      Consumer Response /* (3000, 9, 2022/08/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I did not receive any contact canceling this contract. Only my wife did.


      Business Response /* (4000, 11, 2022/08/03) */
      This was resolved by an Ally Financing dispute not with Ideal Image. Thank you.


      Consumer Response /* (4200, 13, 2022/08/04) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      My wife submitted a dispute with Ally and so did I. Then Craig from Ideal Image called both my wife and me. I didn't answer. He told my wife that even if Ally cancels the loan, we are still responsible for the payments to Ideal Image and threatened her with legal action.

      She received the attached email from Paul H******** at Ideal Image terminating the contract for $4100. I have not received any such documents.


      Business Response /* (4000, 16, 2022/08/08) */
      There was no need for the RRA for this guest which is why he didn't receive. Guest is welcome to reach out to financing company to verify resolved.


      Consumer Response /* (4200, 18, 2022/08/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Ideal Image says I do not need an RRA from them. Why did my wife? If your employee, Craig, is calling people threatening them with lawsuits to pay the contract, I want a RRA for the $5776.


      Business Response /* (4000, 20, 2022/08/10) */
      We will send the document to the guest however the dispute has been settled. Thank you.


      Business Response /* (4000, 22, 2022/08/10) */
      There is no email on the account, which is why the RRA was not sent. RRA was sent to wife's e-mail address. Thank you.


      Consumer Response /* (2000, 24, 2022/08/11) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      My wife's email is the email address we use. Thank you for completing the contract termination.

    Ideal Image is NOT a BBB Accredited Business.

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