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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:07/20/2022

      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.

    • Initial Complaint

      Date:07/20/2022

      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 purchased a contract for ultherapy through ideal image on April 28 of this year. I was charged $1150 for the service. I was later told in early June 2022 by both a colleague of mine in the medical field as well as the nurse that I was trying to resolve my questions with, that the I was not a candidate for the Luther for the issue I was looking to treat and would need a separate type of service which included filler in the chin. Ideal image does not offer the service. I have spoken to numerous people at ideal image and in management and have not gotten a call from a nurse or anyone although my case was supposedly reviewed by a medical regional manager. This makes no sense because they would know that I'm not a candidate. They are refusing my refund and asking me to pick a different service in order to keep my $1150. This issue has been escalated several times I will send a photo of my log of everyone that I've spoken to.
      I do go to ideal image for Botox and up until this point was planning to keep that service. But I am seriously reconsidering given their business practices. Please assist me in getting this issue resolved so that I do not have to contact a lawyer. At this point my $1150 supposedly expires on October 27 if this issue was not resolved or moved to a different area in ideal image. I am requesting a full refund

      Business Response

      Date: 08/11/2022

      Business Response /* (1000, 3, 2022/07/20) */
      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, 5, 2022/07/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      A message was left for me to call back and explain what was needed. And now I cannot reach the representative back. I have left two messages.
      In addition, all information about this issue has been provided so this seems like possible love you more of a stalling tactic than actual help to resolve refund.


      Business Response /* (4000, 7, 2022/07/26) */
      This has 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.
      The week of July 11th I inquired about a cool sculpting promotion they had going on. I was transferred to a customer service rep and did a zoom call to get a quote for services. I was told this was only good for the day. The rep said they would send me their information for contact if I had any questions. I never got that and that afternoon I changed my mind, so I tried to call back the number I called originally to cancel the contract but Ideal Image said they would have to contact me back. I never got a call back, so I called again, same response that I would get a call back with no call back. I ended up calling Ally bank who the loan was thru to pay for the cool sculpting service to cancel my contract, they have a case opened to start that process and they gave me another number for Ideal Image to call about. The new number allowed me to get a call back but never received a call back, I did that again the next day with no call back. I tried emailing ideal image from the contact information on the BBB site. No response. I would like to see my contract cancelled since it was less than an hour when I changed my mind and no services has been rendered.

      Business Response

      Date: 08/22/2022

      Consumer Response /* (3000, 10, 2022/08/02) */
      I have decided to keep the contract, the ideal image customer service was so rude and said that this BBB complaint will not do anything and they don't have to let me out of my contract. I will just keep it but will never ever use ideal image again


      Business Response /* (4000, 13, 2022/08/08) */
      This has been resolved via a financing dispute opened by the guest. Thank you.

    • Initial Complaint

      Date:07/20/2022

      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.
      Ideal Image emailed me on Sun, Jun 5, 2022 at 3:02 PM informing me that a charge of $250 for a Lifetime Guarantee Member membership would be processed in 45 days.

      On Jun 7, 2022, 10:20 AM I emailed Tania V. that I did not wish to renew. Since I did not get a response, I then emailed Sheila L. on June 10, 2022, 4:10 PM with the same request.

      Today, June 20th, 2022, I was charged $250 for the membership anyway, so I need a $250 refund.

      Business Response

      Date: 07/26/2022

      Business Response /* (1000, 7, 2022/07/20) */
      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, 9, 2022/07/20) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am disabled and unable to speak on the phone. The business needs to issue a refund of $250.


      Business Response /* (4000, 11, 2022/07/22) */
      It is our understanding that this has been resolved.


      Consumer Response /* (2000, 13, 2022/07/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The Business has agreed to refund the $250.

    • Initial Complaint

      Date:07/20/2022

      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 spoke to a sales representative and applied for funding from Ally. I did not sign a contract nor did I schedule an appointment and Ideal Image initiated the loan when I was told that would not happen until I received service. I want Ideal Image to refund the money to Ally immediately as I will have to make payments if they delay. I have called their customer service (XXX) XXX-XXXX and was on hold for over an hour, I hung up. I called back and requested a call back which has never come. I contacted the sales representative, this is her response: "You completed the Ally Portion on your own I didn't do anything..ideal image did not create or charge any amount. You would have had to complete the contract you were reviewing in order for that to happen so I'm not sure how there was money taken when no service was charged.
      you can call whoever you would like ma'am. this is my personal number that I contacted you on to assist you but I am not the customer service department so I will not be harassed on my phone. Have a great day! " Clearly she needs training!

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 13, 2022/08/05) */
      The guest does not have a contract with Ideal Image and funds, as shown in documents provided, have been sent back to Ally. We apologize for any inconvenience. Thank you.


      Consumer Response /* (2000, 15, 2022/08/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Funds have been returned

    • 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 signed up with Ideal Image for Cool Sculpting treatment some time in June of this year; gave $1,000 down payment and finance the rest with Ally. The consultation was with a Sales Representative from Ideal Image via facetime, at no point I was seen by a doctor or certified medical representative. This Sales Rep told me that I was a good candidate for the services of Cool Sculpting for my arms. At no point the rep told me that it was going to take almost 3 months for the first appointment to receive the treatment. I went to a plastic surgeon for a consultation to make sure I was ok with the procedure and his assessment was that I am not a good candidate for this type of treatment. I called the rep from Ideal Image and explain the situation and she became very unfriendly and keep pushing me to continue with it. I have also file a dispute with Ally and I am waiting for a resolution which will come mid August. In the meantime, I have been harassed by Ideal Image, receiving multiples calls, demanding I make payments to Ally; that I need to go to the appointment scheduled to be seen by one of their technicians so they can determine if I am fit for this treatment or not. They are threatening to report me to the credit service bureau and damage my credit score. Another call I received, was offering 70% discount on other kind of services they offered because they are not going to refund my money.
      I have offered Ideal Image to send a document from the Plastic Surgeon stating that I am not a good candidate for this treatment and they do not want to accept it. They do not want to refund my money and the calls continue to come in at all hours.
      I believe they are not an ethical business; they are scamming people of their money, they are not providing the services they promised and bullying their customers to either pay or take other type of services because they do not want to give you your money back. The calls are very unprofessional and won even let you talk

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 12, 2022/08/09) */
      This was resolve via an Ally Dispute. Thank you.


      Consumer Response /* (3000, 14, 2022/08/23) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Ally and Ideam Image keep sending me notifications that I owe them money and sending me to collections. I have not used any of their services nor finance money so I do not understand why I am still being charged for services not rendered; even though they have returned the $1,000 down payment and sent me an email letting me know that I do not have that money available any more.


      Business Response /* (4000, 16, 2022/08/25) */
      The funds remaining are for products ordered. Products are non-refundable. The products ordered were in the amount of 185.14.

    • Initial Complaint

      Date:07/19/2022

      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.
      When I signed up for the service Ultherapy I was told that I could cancel at any time. I called Ideal image the next day to cancel and was told that I could not cancel. Also, the lady I spoke to when I signed up told me that when you have Ultherapy you will only be a little pink for an hour after, no redness and no swelling. I informed her I was starting a new job and would not be able to sign up for any service that had the possibility cause me to be be swollen or red. She assured me that can't happen and that is a misrepresentation of the truth. When I called Ideal image they told me that was not true and that I was given false information. They said I can be swollen for a week or more and can be red. I tried calling Ideal Image to remedy this and was told I would get a call back in seventy two hours and nobody called me back.

      Business Response

      Date: 07/26/2022

      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, 2022/07/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Brianna from Ideal Image from claim support team left me a voicemail on Friday July 22, 2022 at 11:10 AM to call her back. I called back the next day Saturday July 23, 2022 at 11:02 AM and left a voicemail for Briana to call me back at her earliest convenience with my cell phone number and my name stating that I'm calling her back in regards to this. I called again today Monday July 25, 2022 getting a voicemail again and leaving another message for Brianna to call me back with my cell number and name explaining that I have now left two voicemails and look forward to hearing back. No response!!! I don't understand why Brianna from the claim support team would lie and say she hasn't heard a response from me. Completely untrue! Still waiting for her to call me back to resolve this issue.


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


      Consumer Response /* (2000, 12, 2022/07/26) */
      I received a call back from Brianna at Ideal image corporate office today Tuesday July 26, 2022 at 11:45 AM refunding me the total amount. Thanks to Brianna for fixing this.

    • Initial Complaint

      Date:07/19/2022

      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.
      Coral Springs, FL office.
      I paid almost $3000 on 7/19/2022 for filler and botox and made appointments for a few weeks out. The products had to be paid in advance before an appointment could be made. Today, 7/20/2022 I get a message from Ideal Image that they can't honor the appointments because of an allergy to Penicillin that is on my record. They stated someone would reach out to me within 7 to 10 days to start a refund. First, I have had botox for over 10 years and nobody has every mentioned an allergy contraindication. Second, the allergy was listed on my record so they should have never scheduled an appointment while I was there. I shouldn't have to wait 7 - 10 days to receive a call to start a refund. This ties up money on a credit card that I have to pay interest on. I expect a refund immediately.

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 5, 2022/07/22) */
      It is our understanding that this has been resolved.

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