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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:07/19/2022

      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.

    • 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.
      I had a consultation over zoom and signed up for a package of laser hair removal. I asked her "If I changed my mind and decided not to go with services, would I be able to do so?" and she said "She could modify my plan." I signed up with ally for monthly loan payments. The next morning I read reviews on ideal image and they were all bad, stating that ideal image is a fraud, which I now understand why. I also saw reviews and pictures of people being burned by the lasers.

      I have a skin condition that I did not realize would disqualify me from these services at the time of signing up for this laser hair removal package. I would not have signed up had I been made aware of this. Everything was so rushed with the consultant, and I can now see this is done by design to trap you.

      10 hours later after seeing all the negative reviews, I called ideal image to cancel and to cancel the loan I have with Ally. They said a case manager would reach out to me in a few business days.

      2 weeks later the case manager reaches out to me and says he cannot refund me any money, even though I received zero services from them, because I signed a legally binding contract. The contract does not state that they don't refund customers who have had no services done. It actually says the opposite. "1) If treatment services have not yet been performed, you will receive a full refund in the amount of the total service fee price we received, less $100;". This came straight from the ideal image customer agreement.

      I told him I have a skin condition and he said his medical examiner would have the ultimate decision on whether or not I qualify to have the contract terminated.

      It's my body, I should have the ultimate say on whether I receive laser hair removal with my condition, not a doctor who is probably incentivized to keep the contract in place.

      Business Response

      Date: 08/08/2022

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

    • Initial Complaint

      Date:07/19/2022

      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.
      I am not happy with my coolsculpting, I have not seen any difference and I have been working out and eating healthy and still no difference

      Business Response

      Date: 08/04/2022

      Business Response /* (1000, 7, 2022/07/20) */
      ***Document Attached***
      You just received your most recent service on 6/28 per your contract page 3 section 1: "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."
      Your contract is attached for you to review. Informed consent on page 3 is where you can find all of this information.

    • Initial Complaint

      Date:07/19/2022

      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 am trying to get Ideal Imagen to return the money they took from my credit cards. One is for the amount of $1,050 and another card is for $1,900.
      I have not received any treatment and I have not even taken any appointments with them.
      I have called them an infinity of times trying to speak with a woman named Keiry, who is supposed to be in charge of solving these problems, without having any success in being able to speak with her. They tell me that she will communicate with me without her doing it.

      I ask you please if you can communicate with it and have my money returned to me.
      Thank you

      Business Response

      Date: 08/03/2022

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


      Consumer Response /* (2000, 8, 2022/08/02) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thanks for the help, Ideal Imagen returned the money they took from the two credit cards.

      Thank you

    • Initial Complaint

      Date:07/18/2022

      Type:Sales and Advertising 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.
      They charged me a fee of 200 dollars twice without my consent. They claimed to only have record of the first charge and they claim to have never charged me twice despite my showing them my bank statements. They never refunded me. Even though I was told they would send a refund check through the mail.

      Business Response

      Date: 08/03/2022

      Business Response /* (1000, 7, 2022/07/19) */
      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.

    • Initial Complaint

      Date:07/18/2022

      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.
      May 5, 2022, I had a Zoom call with Tammie F from Ideal Image.
      -Before signing the contract, I asked her what the time frame of getting my services schedules.
      She told me they had appointments as early as May as May 17th if I was willing to split my services or they could not get me scheduled until June 29th if I want the first round of services all in one appointment. I told her I was fine splitting the services so I could get them completed sooner than June 29th.
      -I was told by Tammie F that I will have my appointments schedule emailed to me by the following morning.
      -I did not receive an email so finally I reached out to her on May 8th that I still have not received my appointments. They scheduled only one section for June 14th.
      -I know I have the right to cancel these services within 72 hours under the Florida Law.
      -I called Ideal Image on May 8, 2022, to cancel my contract. I spoke with Rebecca I. She told me that a customer support specialist will call me back within 3-5 business days. I also received an email from Rebecca also stating this.
      -On May 13, 2022, I emailed Rebecca to let her know that I have not heard from anyone. On May 15, 2022, Rebecca and state she will send the customer support specialist a reminder on my account.
      -On May 24, 2022, I reached out to Rebecca that I still have not heard from anyone.
      -I never heard back from Rebecca so I called on May 26, 2022.
      -I insisted that I talk to someone that can help me. After at least 30 minutes on the phone, I talked to a man (did not get this name). He told me that he would look into everything and get back with me the end of the following day.
      -Like with everything from Ideal Image he never called my back.
      -I want a refund of my deposit and my contract cancelled since I cancelled my contract with 72 hours of signing the contract.
      My deposit was $8,410.28, then they are charging my CC $400 per month until paid in full.

      Business Response

      Date: 08/04/2022

      Business Response /* (1000, 7, 2022/07/19) */
      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.


      Consumer Response /* (3000, 9, 2022/07/25) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      There is no longer a Credit Card Dispute, that is why I submitted this through BBB. I want my contract cancelled, asked I asked back on May 8th, and a refund of my payment.


      Business Response /* (4000, 11, 2022/07/26) */
      Attempt to reach guest via phone was unsuccessful, E-Mail has been sent to guest to reach out to us at their earliest convenience. Thank you.


      Consumer Response /* (2000, 13, 2022/08/03) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I have spoke with Ideal Image and we have worked everything out and I would like to drop this complaint.

    • Initial Complaint

      Date:07/18/2022

      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 am filing with the BBB as I contacted Ideal Image over 5 business days ago to ask for a refund and have not heard back from them. I have a case number with them XXXXXXXX and spoke with Sierra (she was my second employee). I should have looked at the BBB page before considering this business as 1366 complaints in the last 12 months is a red flag.
      The entire process with this company is odd and I should have followed my gut. It all started when I reached out to get pricing for under arm hair removal for my 16 year old. They would not give me pricing directly and I had to schedule a "consult". We finally agreed and that is when we started dealing with Angela S. I assumed she was a medical consultant and would want to see my daughter. She didnt! She was a sales person. I could text and call and get immediate response (that all changes after we sign paperwork). I did go ahead with the contract however that process was a mess too. They could not change the contract for a minor and I had to sign for myself but it was my daughter. Angela quickly took our money and scheduled us. When we arrived for her first appointment she had to zoom with a "Doctor" before they did the first treatment. That made us feel very uncomfortable. I have been to a spa and I have NEVER seen this type of protocol. After the treatment we were told we could NOT schedule our next appointment because the calendar does not go out 8 weeks and the office would call us to schedule. We never received a call so that is when I reached out last week. I was unable to talk to the local Ideal Image which is odd too because they have two girls who just sit there. Because this situation is not me and involves my child as a MINOR, I no longer want my 16 year old child to be seen at this business. My daughter is very uncomfortable and does not want to go back. I would appreciate a quick response and refund so we can move forward. Thank you! I did reach out to our sales person for help & she could not

      Business Response

      Date: 08/08/2022

      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.

    • Initial Complaint

      Date:07/18/2022

      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 to cancel a contract that I made with them for cool sculpting I wasn't interested because I have health problems . I'm currently on meds and I get chest pains When I called I had to file a claim with them I would receive a callback from the the person who will take my case within 7-10 days.After 5 days period I called to check the status and is very disappointed because I never got a respond in my case other then it was pending and the person would call me back sometime later and never did they called. I stop calling because I saw that I wasn't getting any response until I received a callback today they told me I was unable to get a refund unless my medial information says other wise.I told Marion what options do I have she said basically I had to get cold sculpting treatment. if I didn't have any medical issues or i could pick something else but I'm not interested in the service at all. I haven't received any treatment at all I cancel my appointment before the upcoming date. I find it unfair for this.

      Business Response

      Date: 08/04/2022

      Business Response /* (1000, 6, 2022/07/20) */
      It looks like you spoke with a Client Support team member on 7/18/22 and they reviewed the contract with you as well as sent your medical history form over to our medical team for review. She reviewed the fact that if you are not deemed medically contraindicated that there would be no refund available as this is a non refundable agreement, and you agreed. I am attaching your contract for you to review.

      Per the contract "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:07/18/2022

      Type:Service or Repair 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 15, 2022 I had a consultation appointment via Zoom with Aesthetic Consultant Dana Gonzalez. During that time she shared with me how a fat reduction procedure called Cool Scupting work. She followed up the next day and I set up an appointment to have a procedure done. At that she advised the money needed to be paid up front. So, she provided links to two Finance companies I could apply to which would pay her company Ideal Image directly. She sent over a contract for me to sign, but at no time did she advise me this contract or payment from the lender was non-refundable without a medical reason. The appointment was scheduled for August 2022.On July 8, I called the lender Ally to let them know it would pose a financial hardship to take out the $4,000 loan and asked the lender to cancel it. The representative said it should be an easy process for them to send a communication requesting the funds back, and Ideal Image would likely return the funds.So, I reached out to Ideal Image, the call center advised someone named Cody would be working on my account with my refund request and would call me back. He did not, so I called him back on 7/14/22When I spoke with Cody in the Finance Office which handles the Toccoa Falls, GA location on 7/14/22 and he advised it was in his power to do a refund, but he would not authorize one per the contract. I additionally spoke with another Supervisor before I actually connected with Cody and they advised it was Cody's decision.At this point, I have not had the procedure. No services were rendered and I notified them as quickly as possible. It should have been verbally communicated with me this was not refundable. I would appreciate them providing the $4,000 to my lender.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 13, 2022/08/08) */
      This was resolved with a financing dispute opened by the guest. Thank you.

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