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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.
      During my consultation, my consultant said that I would have a jawline after at least 2 cycles of cool sculpting. After the two cycles I see absolutely no result. My face still looks the same as before and they were trying to get me to do more cycles. I would if I had seen progress, however there was absolutely no progress!
      Tried to contact ideal image directly, but they said I signed a contract agreeing there would be no refund.
      This Is scamming! Knowing your service doesn't work so you put up the No refund policy. We aren't talking about just a few hundreds, I'm talking about few thousands.
      This business needs to stop selling cold sculpting to customers. It does not work
      So I basically paid $2400 to look the same!
      Please refund me!

      Business Response

      Date: 08/09/2022

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

      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.
      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: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 given a quote and did a credit check if i will be eligible for a financing of 18 month without interest and they enter me to a contract where i was unaware that i cannot cancel or not use this service. no matter if i use service or not i have to pay 4000 dollars to them. which they did not make me aware of. they person i talk to only told me that they are pulling my credit score to see if i can get approve for financing. now i came to know that i am on a contract with them and i have to pay contract amount to ALLY lender no matter if i use this service or not. this is a ripoff and lying people and earning business.

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 7, 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.

    • 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: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.

    • 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.
      Hi i did talked to someone regarding coolsculpting by phone on 2/8/2022 and applied for a loan with the amount of 6,040.00$ for 16 session i was approved , my first appointment i made for a full belly on march 30 i arrived there and they didn't treat my full belly and their excuse was they don't have staff so i was treated for lower belly and i was told by the employee this wasn't going to be a full session on my appointment , i did have some complication regarding my high blood pressure and my thyroid problem and my doctor had wrote a note to them that i can't continue with the treatment but the ideal image decline my doctor note and also decline to do refund ,i decided to make another appointment and it was supposed to be on June 14 after confirming my appointment with them a day before the appointment i received an email from them canceling my appointment , i called them and they wouldn't reschedule me and their excuse was they don't have staff after waiting that long for this appointment they schedule me for august 29 and 31 i called them today 07/19/2022 and asked them to make other appointment and i was told i've already have used 4 session of my treatment on march and june which i never have i asked to talk to a manager but i was told they can't connect me and they will call me back later today which never happend , my problem is i have been paying the loan and not getting any treatment and not being treaded nice and not getting any answer back from them all i been hearing from them that they don't have employees to schedule me i've been waiting for them which i could do it some where else please help me fix my problem .

      Business Response

      Date: 08/11/2022

      Business Response /* (1000, 6, 2022/07/22) */
      We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.


      Consumer Response /* (3000, 8, 2022/07/25) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I did return the phone call right away and i left a voice massage but i didn't get any response from them i called today 07/25/2022 and i also left a second voice massage and no response. i am still waiting to hear from them.


      Business Response /* (4000, 10, 2022/07/26) */
      This has been resolved. Thank you

    • 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 called ideal image May 27, 2022 to inquire about cool sculpting services. I told them I wanted thighs, abdomen, love handles treated. She told me they has a package that was about 6k. She told me that I can apply for a loan which I got approved of 4K. She told me that would be ok for the treatments and I proceeds to get the loan. She did NOT tell me that I would have get a loan from them as well. She did not send me a contract, we did not discuss any contracts, I was not shown any contracts! And I most definitely did NOT agree to have an additional loan with them! Why the heck would I get TWO loans for the same service?! I asked for a refund because of the excruciating pain, numbness and breakout from eczema that I experienced. She told me per the contract there are no refunds. I asked her to provide me with the contact since I had never seen it nor agreed to anything but my loan. They sent me a UNSIGNED contract with all my info on it. Then proceeded to tell me that the contract was "verbally acknowledged" which is impossible since I've NEVER saw the contract or spoke about any ideal image contracts to begin with. Then today a different woman told me that the contract was ELECTRONICALLY signed. (Which is different from what I was told Monday. BUT IT WAS NOT SIGNED WITH MY SIGNATURE, it was signed using my email address! I told her that this some kind of fraudulent activity because I would NEVER sign a legally binding contract WITH MY EMAIL ADDRESS! And never in my 40 years on this earth has anyone ever asked me to sign a contract with my email address! They have now sent me 2 different contracts (only got them upon my request!) with NO signatures not even the email signatures they alleged is on there. They have illegally and fraudulently enter me into an ideal image contract that I had no knowledge of. All I want is a refund! I also did not do a video appt so she assumed I needed 16 sessions without looking at me! I was told at my first session I can get a refund

      Business Response

      Date: 08/08/2022

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

    Ideal Image is NOT a BBB Accredited Business.

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