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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.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/30/2022

      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 pressured into signing a contract same day for coolsculpting services totaling $4,000. I opted to use financing, because the payments were too steep otherwise. I was told there was a deal expiring and needed to act right away to sign. I was never told if any policy regarding refunds.
      I instantly regretted my decision, because I simply cannot afford the monthly payments. Being that I am an existing ideal image client, I assumed this would not be a problem. I called to cancel and was told it is a policy to not refund unless I have a medical reason. After numerous conversations, I was told even though I have not actually received the services yet there was NO way to refund the creditor and cancel the contract. I am extremely stuck and absolutely can't afford the treatments. If I had not chosen financing, I am assuming I would have been able to cancel and move on. But since I did financing, I am stuck. I have not made a single payment and not had a single treatment. I called almost the very next day to cancel

      Business Response

      Date: 08/17/2022

      Business Response /* (1000, 6, 2022/08/01) */
      This has been resolved. Thank you.

    • Initial Complaint

      Date:07/30/2022

      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.
      There is not enough room here. I have put it under supporting documents. I would also like to say that I emailed the email Ideal Image provided which said they were trying to reduce their number of complaints to the BBB, but heard no reply.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 5, 2022/08/01) */
      We have reached out to this guest and LVM for resolution. Thank you

    • Initial Complaint

      Date:07/29/2022

      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.
      On 7/28 I had a virtual consultation with Ideal Image. They walked me through everything then told me about pricing. She said they work with a third party that does not require a credit check. She asked me if I wanted information on payment. I said sure. Once I said that she filled out the information, asked me which one looked good. I replied by telling her I wasn't sure I needed to check with my husband. When I got off the phone I had a ton of emails saying my credit was checked, I had a new loan agreement that had been signed, and that I was approved and processed. I opened the loan agreement and it said it had been signed by me "electronically" and it also showed that the time I signed it was after I got off the phone with them.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 3, 2022/07/29) */
      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:07/29/2022

      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.
      July 1st I made an appointment for consultation zoom/phone call with with a Ms. Takahashi. Ms. Takahashi was very adamant that I can receive a full refund if I decided not to follow through with the cool sculpting and skin tightening. She asked if I do decide to to cancel within 3 days to let her know so she can go ahead and cancel my agreement. In the zoom call she also mentioned several times that I could receive a refund because no "surgery" was performed.
      July 2nd I sent Ms. Takahashi a text to her phone of my wishes to cancel the treatment, I did not receive a confirmation back.
      July 3rd I sent Ms. Takahashi an email of my request to cancel my treatment and agreement. Again, I did not receive a reply email or phone call.
      July 13 Assuming she did not followed through my request I called my local Ideal Image to cancel my treatment and create a ticket to cancel my agreement. To my knowledge she did not. I created a ticket and was told I would be contacted by an Executive Care Specialist to examine my case within a 72hr period.
      July 22nd (7 business days later) I receive an email from Ms. Moore at 3:07pm C STD, requesting a date, time and phone number to reach me. I replied back at July 22nd at 3:19 pm with a phone number a few time slots to contact me. I also emailed her again on July22nd with screen shots of the emails and texts Ms. Takahashi and I had in regards to canceling my agreement. I never received a phone call or reply email to this day.
      I have emailed Ms. Moore 3 more additional times from my personal email and work email July 25th, July 26th and July 28th. All the emails containing my contact info with both my work phone, cell phone and would be available whenever she is free. I also requested a phone number for her which I could reach out to her. I have not received a single call, email, voicemail or text.
      I have been mislead/ deceived by Ideal Image, their councilor told me multiple times I could be refunded and the agreement could be canceled.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 6, 2022/08/01) */
      The number we have on file for this guest is "unavailable" when we attempt to call to resolve. Please provide updated phone number. Thank you.


      Consumer Response /* (3000, 8, 2022/08/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I called ideal image and the phone number on my profile is no different. In fact, I have received multiple calls from my local Ideal Image. Your response also fails to identify the emails I sent multiple times with my contact info.
      R/s


      Business Response /* (4000, 10, 2022/08/10) */
      Please ensure that you do not have 1-800 numbers blocked from the number we are trying to reach you at.


      Consumer Response /* (4200, 12, 2022/08/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      My contact information: (XXX) XXX-XXXX or (XXX) XXX-XXXX

      Please call to resolve


      Business Response /* (4000, 14, 2022/08/15) */
      We are still unable to connect with this guest. We will try to set up a time for the guest to call into Ideal Image as the 800#'s seem to be blocked from this guests lines via e-mail.

    • Initial Complaint

      Date:07/29/2022

      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.
      On 3/15/2022 I had my consultation via video call. The sales rep assured me that I was the perfect candidate for CoolSculpting. When I went to my first appointment, I discovered that I should be 10 Lbs closer to my goal weight for the best results. I mentioned to the nurse and the front desk that this is what I was told, and I feel the rep who did my consultation was being intentionally misleading to make the sale. Both the nurse and the front desk acknowledge that they had heard. Obviously for the $4,028.27 I want the best results. Ultimately, I decided to switch my procedure (which they were ok with) to the cool tone and was not approved due to my epilepsy. They then proceeded to try and push me towards other services that I do not need or want. Today I called to put my services on hold which again I was told I could do, and the receptionist advised this is only for medical reasons like pregnancy, ANOTHER lie from the sales rep. I AM DISGUSTED WITH THIS COMPANY AND REGRET EVER CLICKING ON THEIR WEBSITE. I am over this place, and I want ALL my money back.

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 6, 2022/08/01) */
      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, 8, 2022/08/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They called me one time and I called them back 3 times with no response. I responded to Ashley P. email to try and schedule a call back and she never responded. To say they attempted to contact is correct but they are misleading in the rest of the statement. They encourage me to contact them back but make no mention of all of my attempts to do so. Just more example of this companies games. I have just sent another email to request to schedule a call. Let's see if they respond this time...


      Business Response /* (4000, 10, 2022/08/02) */
      I have spoken with the guest regarding her concerns and we were able to come to a resolution.

      Thank you.


      Consumer Response /* (2000, 12, 2022/08/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      We have agreed to full refund as resolution. Once refund to Ally is completed I will be satisfied.

    • Initial Complaint

      Date:07/29/2022

      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.
      A consultant from Ideal Image sold me almost 6k in services including laser hair removal and cool sculpting. When I called to book, the receptionist said they have a "staffing crisis" and she cannot offer me appointments for the foreseeable future. I want my money back but no one will call me back.

      Business Response

      Date: 08/15/2022

      Business Response /* (1000, 6, 2022/08/01) */
      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.

      Offered to resolve for guest but guest states that she is keeping dispute open. At this time there is nothing else that Ideal Image can do on our end.


      Consumer Response /* (3000, 8, 2022/08/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Drop the credit card complaint so you can "resolve" it?! Sure sounds like more fraud to me. Absolutely not.

      A customer service representative from Ideal image called and ENSURED me three times the money was refunded.

      Only to get a call three days later saying they will refund but I need to cancel my complaint with the credit card company.

      Absolutely not. I don't trust a word of what you say. Tell the credit card company they can keep their money.


      Business Response /* (4000, 10, 2022/08/02) */
      Guest wants to keep CC dispute open - if dispute does not resolve in the guests favor the guest is encouraged to reach out to Ideal Image for assistance. Thank you.


      Consumer Response /* (4200, 12, 2022/08/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have never experienced fraudulent behavior from a company like this.

      They ensured me that they would resolve the issue and refund me if I dropped the credit card dispute. And when I didn't, I got another call telling me I signed a contract and despite the fact that they couldn't perform the service due to "staffing issues" they would not refund it. 100 percent to trick me into dropping the claim!

      Totally unethical and fraudulent.

    • Initial Complaint

      Date:07/29/2022

      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.
      On 7-19, I was solicited and talked into signing a contract for $6308 for multiple cool sculpting procedures under the guise of low monthly payments (which was not true). After I spoke with the sales agent, I was very excited for my new transformation. That is, until I found out that most of the procedure would not work for me due to visceral fat. I immediately called back to cancel. And their offices were closed. The next morning I called Ally bank (contracting bank) and Ideal Image to cancel. Ally stated that they would start a contract dispute and Ideal told me that someone would reach back out to me. I then received a phone call the next day from the sales agent, who tried to assure me that I would see a transformation on the sides and the chest, which is not what we discussed during the initial phone call. I then told her thank you, but I didn't believe that I would be happy with the results so I would just like to cancel. She agreed and I assumed that was it. A few days later I get a call that I would not be able to cancel due to some writing in the contract.

      I'm short, I never saw that in the contract (they sent me a more explicit non-refundable contract on 7-29) and it was never brought up in my initial conversation with the company. I also felt very confused by what I was receiving. I assumed this procedure would allow me to trim down the entire mid-section, yet I later found out that it would just be my oblique area and chest, which is not guaranteed. I was not properly informed, I have not received a service, and I asked for a full refund very promptly - And yet I am being told that even if the bank decides to refund the contract, I would still owe Ideal Image the full amount of the contract ($6308) regardless if services were given or not, and if not paid will be submitted to collections.

      I honestly thought people in America were protected from these sort of predatory business practices. I plan to take this further if a resolution is not reached.

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 6, 2022/08/01) */
      This guest has an open financing dispute and will be resolved on or before 8/3/2022. Thank you


      Consumer Response /* (2000, 8, 2022/08/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The company has issued a full refund. I am satisfied with their response.

    • Initial Complaint

      Date:07/28/2022

      Type:Product 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 Botox 07/09/2022 through Ideal Image, Indianapolis. I was talked into signing up for 120 units. I don't need 120 units. And on their page, it says you can cancel before 30 days. I called in 3 days after I signed and no one would help me. They said 7-10 business days. I called 10 days later. They said the same thing. Then on 07/28/2022, the case manager said I couldn't cancel at all. She refused to refund the 120 units , but forced me to go down to 60 units. She refused , no matter what I said and what proof I had from the contract to cancel. Case Manager's name is : Tavia M.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 3, 2022/07/28) */
      30 day cancellation is for the lifetime guarantee membership - in addition some states have Buyer's Remorse however, your state does not. We apologize for the inconvenience but we are happy to extend your contract so that you can use Botox in the future - as most guests buy in larger bulk to get better pricing. In addition, you are also welcome to use funds towards another service.

      You contract states:
      Refunds. Except in accordance with Section 4 of the Terms and Conditions and as may be required by state law, all fees and services are non-refundable.

    • Initial Complaint

      Date:07/28/2022

      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 began LHR treatments at ideal image. My first issue is that I was unaware I signed a contract until today when I spoke to someone over the phone because it was never explained to me as a contract and I was told it was a permission for services. I paid over $3,200 for treatments and I did not receive all of the treatments. I became pregnant during my treatments and was told I had to pause them. Right after my daughter was born COVID hit so I still was unable to go back for treatment. I became pregnant again, once again preventing the treatment. I called today to see what my options were and I was told there's nothing that can be done, but she was more than happy to sign me up once again and I could pay again for services. I am upset that since my "contract" is over there is nothing that can be done, even though I was unaware from the beginning that I ever signed a contract. I feel that I'm being punished for becoming pregnant and for COVID. I understand paying for the treatments I received, but I'm having a hard time understanding why I have to pay for services I never received.

      Business Response

      Date: 08/15/2022

      Business Response /* (1000, 7, 2022/07/29) */
      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:07/28/2022

      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.
      in March 2022 did an online consultation and signed a contract for cool sculpting. I went in to have that treatment a week ago and was advised that I don't qualify as I don't have fat that needs to be dissolved. I was also treated rude and called crazy when I asked to see the treatment plan. That contract is now breach and I do not want to move forward with any services and cannot seem to get anyone to return my phone calls even though a ticket was submitted. I've talked to multiple people on the phone been hung up on twice and all I want is my money back . Why is it so difficult but then again it is ideal image.

      Business Response

      Date: 08/12/2022

      Business Response /* (1000, 8, 2022/07/29) */
      We are actively working with this guest to resolve. Thank you.

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