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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

    • 1,440 total complaints in the last 3 years.
    • 211 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:07/21/2022

      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 inquired about laser hair services and was referred to an "agent" who called me back l. This was a SALES PERSON who was (she stated so) working from home and she was quite pushy, quoting me a huge price but then said she could give me a discount ONLY IF I PURCHASED RIGHT THEN. I was hesitant because i wanted to confim with my husband that we could afford it but she told me if he didn't want me to spend that money I could cancel at any time, that was literally the last question I asked her. What I should have asked her was "and can I get a refund" because unless you THOROUGHLY read your contract, that they send electronically and on a smart phone is in tiny print, that answer would be NO. I made my first appointment but a couple days later called to cancel it because we couldn't afford it, and i told her I needed to cancel my contract. They told me sure, no problem, they would have "corporate" call me. I just got off the phone with corporate and all they can do is transfer the money into "other services" she could however refund my $250 for the LIFETIME MEMBERSHIP the sales lady insisted I needed because if any hair grew back over my lifetime they would laser it for free. No matter what I said this corporate employee had a scripted response that was saying the same thing but with different words. "It's on page 3 of your contract" "I'm sorry but you've signed the contract" "by signing the contract you're saying you've read and understand it" "you're a consenting adult and legally you signed the contract" and ALL of those repeated statements came with "I'm sorry but there's nothing I can do." I asked to please speak to her supervisor and she actually said that her department is the one that is authorized to handle this. When I persisted she offered for me to speak with another agent in her department "but they're just going to tell you the same thing." I finally asked if she had a boss to which she replied yes and requested a callback. I'll see if I get it

      Business Response

      Date: 07/26/2022

      Business Response /* (1000, 6, 2022/07/26) */
      It is our understanding that this has been resolved.

      Consumer Response /* (3000, 12, 2022/08/22) */
      I still haven't received my refund from this company so I do not feel it's resolved. I've emailed them but have not heard back.


      Business Response /* (4000, 14, 2022/08/25) */
      This has been resolved. Please verify with your banking institution.

    • Initial Complaint

      Date:07/21/2022

      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 2nd at that time was told about all services available. I put together a plan for Cool Sculpting that would work for me. Before I knew what happened...I was approved for $3500 with Fortiva Bank and owed another $640 to Ideal Image directly. Payment plans were set up and my appt. was for July 9th @ 1:00 p.m. I thought everything was going to be fine and looking forward to my results. However, on July 1st I had an appt. with my primary doctor. I told her what I was planning for the next week. At that time, she told me I could not proceed with Cool Sculpting because of many medical conditions I currently suffer from. I have extremely sensitive skin, elevated blood pressure, and recently diagnosed with Lupus which directly affects my skin pigmentation. As soon as I got back to my office, I called Ideal Image to cancel my appt. and get a full refund. They told me "NO" that I was liable for all the fees regardless of medical issues. I immediately called Fortiva Bank and requested a dispute be applied to my account (all backup attached) . And I obtained a letter from my doctor listing my medical issues (attached). In addition, I have called a bunch of times and requested a copy of this said contract and the credit app that went to Fortiva Bank. To date, I have not received either. IT IS IMPORTANT TO NOTE THAT I NEVER RECEIVED A COPY OF THIS CONTRACT THAT STATES THERE IS "NO CANCELLATION POLICY". PLUS I HAVE NEVER SIGNED OR AUTHORIZED ANYTHING FOR IDEAL IMAGE OR FORTIVA BANK AS OF THIS WRITING. I know the BBB just recently resolved a full refund from Ideal Image for someone who also had a medical issue. I researched and found that the Medical Director is the only one who can make this decision, so I emailed her (Sarah P.) explained everything and supplied all the backup I am sending you (copy attached). I am asking for your help because I don't think Ideal Image will assist me without a huge push! Thanks for your help, and everything is attached below!

      Business Response

      Date: 07/28/2022

      Business Response /* (1000, 5, 2022/07/25) */
      We have attempted to reach this guest but was unsuccessful. Guests case is under medical review currently. Thank you.


      Consumer Response /* (2000, 7, 2022/07/28) */
      I was granted a full refund from Ideal Image
      Payment was sent in full to Fortiva Credit

    • Initial Complaint

      Date:07/21/2022

      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 reached out to ideal image 6/26/22 for cool sculpting the agent I spoke with never told me I was signing a contract she added things to my fee that she said I had to have but I later found out I didn't... I gave them 1400 dollars and they are only willing to give me back 491 which I still haven't received... I can not get my agent back on the phone to issue me a refund I have email called and left voice-mails and still have not heard from anybody it has been over 2wks and I haven't received my refund that was promised this company will rip you off with their pushy ways of getting you locked in to something you never thought was a contract.... I would like my full 1400 dollars returned

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 6, 2022/07/26) */
      This has been resolved.


      Consumer Response /* (3000, 8, 2022/07/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I received a call today from one of the customer service reps and she stated that i will receive a refund in 3-10days.They are only refunding me 230 because the product they sent me has not returned to them yet. First i never asked for the product and was never told i was paying for a product. They added this shin care product without my consent, again the sales person that I spoke to never told me anything i will not close this case until i receive my money that they took from me. tracking number for the return skincare XXXXXXXXXXXXXXXXXXXXXX



      Business Response /* (4000, 10, 2022/07/28) */
      The refund for Skin Care can only be processed once the skin care is returned and accepted back into the third-party warehouse. We are actively working with this guest for resolution for her concerns. Thank you.


      Consumer Response /* (4200, 12, 2022/07/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I would like a full refund I toldnthe salerep from the beginning that I just recently had lipo360 and she still stated that I should get cool sculpting but she should have never recommended because my body is still healing from my surgery. Again felt I was forced into a situation not knowing I was signing a contract she also stated if I changed my mind the service would be canceled and refunde.. I just had surgery in February of this year so this sales person should have just said no please wait your body is healing but she didn't because she wanted a sell. I can send ideal image any info they need regarding the surgery I just had


      Business Response /* (4000, 15, 2022/08/08) */
      We are working with guest to resolve. Thank you.

    • Initial Complaint

      Date:07/21/2022

      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 sold a package from ideal image and the woman was very vague where I showed her is not what she put down for my order I was sold way too much filler and had not only one additional vile left but half of my other one as well which was a waste of money now they are telling me that I can only receive credit I do not want Credit to this business as I will not be doing business with them ever again

      Business Response

      Date: 08/11/2022

      Business Response /* (1000, 6, 2022/07/25) */
      This guest is fully treated and not eligible for a refund.


      Consumer Response /* (3000, 8, 2022/07/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am NOT fully treated I used not even a full syringe and had to waste the rest and now have over $1000 in credit that I do NOT ever plan on using your representative over sold me and units that I did not need and now I'm stuck because I was lied to I want the credit that I have on my account refunded back to my card immediately


      Business Response /* (4000, 10, 2022/07/27) */
      Syringes are sold per guest - once used the syringe is not able to be saved or used at future dates for the guests safety. Ideal Image does not sell .5ml syringes. There are no credits to be refunded to the guest as the guest has been fully treated.


      Consumer Response /* (4200, 12, 2022/07/27) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I purchased two syringes for $1600 I only used half of one I am now told that I have a credit even though I was lied to about what I need it I do not want $1000 credit to your business as I will never be doing business with you again.
      After being misled I encourage you strongly to refund my money to the original form of payment as I do not want a credit nor do I think it's fair to be receiving a credit when I was lied to and saw the wrong products


      Business Response /* (4000, 14, 2022/07/28) */
      This has been resolved. Thank you.

    • Initial Complaint

      Date:07/21/2022

      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.
      Not only was I COMPLETELY dissatisfied with the procedures performed on me, they are scamming people left and right! Their prices are FAR higher than other businesses providing the same procedures. They also lure you into a $250 yearly membership that is worthless. I've been trying to get my membership dues back for almost a month now (June 30th) because I did not want to renew! I can't get a hold of the person handling my case! I've left 6 voicemails and 7 emails! I've called numerous times and the call center just tells me she is busy and so is her manager! Nobody should have to work this hard on getting their money back! Let's just part ways and call it a day, provided you refund my membership fee of $250! My advice to others...DO NOT sign up with Ideal Image, go somewhere else!

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 7, 2022/07/22) */
      Per your signed contract for the LTGM : "30-Day Right to Cancel and Receive a Refund. You have the right to cancel your LTG Membership within the first 30 days after the start of your Membership Term and receive a full refund, less a $20 processing fee, if you have not used any of the benefits of your LTG Membership. If for any reason during this time period you have not used your LTG Membership benefits and wish to cancel your LTG Membership and obtain a refund, you must call our Member Services at ************** (X-XXX-XXX-XXXX) to cancel or submit a written cancellation request to Lifetime Guarantee Membership, ************************************************* "

      Everything is explained in the contract you signed. You also signed the Refund & Release agreement agreeing to accept back the exact amount you were refunded. I have attached all of your signed contracts and your signed Refund & Release agreement for you to review all of this information again. Your refund has been processed as of today since we were unable to conact you back in June after multiple attempts.

      In this contract as well you will find that we can not guarentee results. Per your signed contract for the serice of BBL: " You understand SR Services must be repeated several times before achieving satisfactory results, and there is no warranty or guarantee that you will see the cosmetic results you are
      seeking." This can be found on page 4 section 1.

      Per your signed contract for the Coolsculpting service: "You voluntarily consent to the elective CoolScultping services and understand the CoolSculpting services will be provided with FDA cleared Cryolipolysis(r) technology manufactured by third-party manufacturer Zeltiq. You understand that the CoolSculpting Services results vary individually and that the effects of the service *** 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."
      Found on Page 3 section 1.

      See attached documents for you to review. Everything mentioned above is attached.

    • Initial Complaint

      Date:07/21/2022

      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.
      I had a video consultation. During the visit the rep went through a plan and told me what they would do. He told me my total payments would be $80 a month(untrue, it came to more). He told me they had a few lenders they worked with....that it would NOT hit my credit and they were pre approvals only. I signed "services permission" . It's amazing to me how none the words "binding contract", "no refund" etc are used. I had no idea what I did and wow am I an idiot for trusting this place. After the call, I went online because I wanted to do research before my appt, only to see reviews about how the "contract" I just signed (which you don't receive a copy of by the way), is unredundable even if you don't receive services. Mind you, my appt was almost 2 months out. I called the next day to cancel and they informed me I would not receive a refund. How slimey is this company? I contacted the lenders and they said ideal image has to be the one to cancel with its a loan through a provider. I don't like feeling pressured like this. Having to attend an appt next month all because i feel like I have too because they are going to take that money from me regardless. I asked the sales rep about certain side effects and he said none unless the nurse didn't massage the area after....that is not true. They have these sales reps flat out lie to get you to sign, omit the words to explain what youre signing, and use words like pre approval. Why wouldnt they provide the contract you sign? Sales said the office has it. Office says they don't have it. It seems as if they don't Send you the contract you sign on purpose because they don't want you to see how you just signed an actual non refundable loan for $3500. I am beyond upset. I want a refund and feel like I am being forced "under the knife" to maintain an appt. I called less than 24 hrs later to cancel. Spoke with them on the phone and through chat and do you think they cared enough to escalate that?no, I want a refund, I want out !

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 6, 2022/07/26) */
      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 /* (2000, 8, 2022/07/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      When I made this complaint. They followed up and resolved all issues immediately.

    • Initial Complaint

      Date:07/21/2022

      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.
      I paid the business $925 on 4/24/20 for services being offered under a deal during COVID while the office was shut down. I had then called several times over several months trying to get a hold of someone at the Buffalo office. No one returned my call and I was not able to get in for a consultation appointment until May of 2022!!!!! For two years I thought I was scammed out of $925. After my initial consultation appointment in May, 2022 I was back and forth with one of the technicians who was not responsive and dragged me along. I have still not been able to get in for a "real appointment" and get the services I paid for 2 years ago. I escalated my case several times to the corporate office. The person assigned my case sent me one email telling me he was in charge of my case and to call him. I called 3 times, and emailed back three times. I escalated again to the corporate office and they told me I just need to wait. I cannot believe it has been over 2 years that I have been going back and forth with this business just trying to get in for an appointment for the services I pre-paid for. This business has to be a scam I cannot understand how a business operates this way.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 7, 2022/07/25) */
      This guest is on our Do Not Call List therefore we are unable to call this guest. An email has been sent to the email on file.


      Consumer Response /* (2000, 9, 2022/07/26) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The account services rep emailed me to call her and she was able to refund me.

    • Initial Complaint

      Date:07/20/2022

      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 recently did an online consultation. And the lady I spoke with told me it was refundable and now they are telling me it isn't refundable. I never went to any appointments or anything. They are refusing to give me a refund even though in the beginning I was told I could get a refund.

      Business Response

      Date: 08/11/2022

      Business Response /* (1000, 6, 2022/07/25) */
      This guest has been offered an option for resolution and we are awaiting her response regarding offer. Thank you.


      Consumer Response /* (3000, 8, 2022/07/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have not been offered a resolution. I was lied to by an employee saying I wouldn't be charged until my first appointment, but I never went to any appointments. She also said I could cancel and get a refund, but now I am being told I can't do that. I have call several times and the person would called me once hasn't answered my calls or called me back. Everytime I call no one answers. Or if I speak to someone else they will say they will have someone call me, but I'll never receive a call. All I want is a refund. I don't want to continue with it. I have been lied to constantly.


      Business Response /* (4000, 10, 2022/07/27) */
      This guest was resolved with the financing dispute with the financing company.

    • Initial Complaint

      Date:07/20/2022

      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 June 14th I went to Ideal Image to have laser hair removal (LHR) done. When i arrived, the person that treated me told me she thought my hair was too light to treat BUT she told me I could go ahead and give it a shot and if it didn't work that I could get a refund. I wouldnt have gone through with the LHR had she not said that to me. We scheduled a 2 week follow up (which is not common at all, they ONLY made that appointment for me to confirm or deny if it was working, so I could get ahead on the refund process if it wasn't). At my follow up, the same technician told me that it was not working, and that it likely wouldn't work and wouldn't be worth continuing. I decided at that appointment to request a refund, where they only then told me that if i were to receive one at all it would be a $1685 refund (I paid $2357). I was NOT okay with this, but they had to submit a case so client care could reach out to me and confirm i was eligible, so I waited until then to speak to someone. I got a call back 2 weeks later and was told i was eligible for a refund but only part of it. Evidently one treatment (on a 16 month contract where i would have ~9 services in the life of the contract) was enough to take off more than $600. I feel like a verbal contract was broken by telling me i can have a refund and then denying that to me later on. It is not my fault the technician promised me something incorrect, she is an employee of Ideal image and they should honor her word. The client care specialist will not call me back to finish up, i have called her 3x in 7 days and she has yet to return my call. I feel like they are holding off until it is too late for me to dispute.

      It is unethical to have anyone sign a no refund contract BEFORE having a tech check the hair in person to confirm eligibility for treatment. I HAD to sign it just to get a consult, which is bizarre and upon further research NO other LHR place is like this in my area. I am so stressed and desperate for any help.

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 12, 2022/08/09) */
      This has now been resolved. Thank you.

    • Initial Complaint

      Date:07/20/2022

      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 the Evening of July 9th I was contacted by Ivory for Ideal about a zoom consultation. When I found out the price I didn't think I could do it. She kept trying to get me to sign. I eventually signed my first mistake. She told me I could do it through Ally lending and they don't pull your credit which was a lie. I was also told I could cancel which I did at 8am on the 10th not even 24 hrs later. I was told everything was canceled and I called Ally Monday morning when they opened to make sure they didn't send the money because I was told and I also recieved an email saying it wouldn't be sent until Wednesday. Well it was already magically on it's way. I called back Ideal Image to make sure that everything was canceled and they said it was. Today July 20th I was told that it's non refundable. Which I was never told that. I was pressured into buying it on this extremely long zoom call and rushed into signing.

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 6, 2022/07/22) */
      It is our understanding that this has been resolved via a dispute.

    Ideal Image is NOT a BBB Accredited Business.

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