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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:07/18/2022

      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 was pursued heavily via my personal cell phone and subsequently pressured into completing the purchase of "discounted priced" cool sculpting sessions. I explained several times that I needed to meet with my DO before purchasing because of some pre existing skin issues in the area of treatment I had concerns about that conflict with the procedure that would leave me impaired, permanently damaged and or scarred. The woman on the phone told me that I needed to purchase the sessions to "lock in the deal" and ensured me that I would be given a full refund if my doctor did not agree for me to have the procedure. Because of this insurance that the women gave me, I went through with the purchase given my doctors appointment would be in a couple of weeks. I met with my DO and he determined that with my skin condition and familial medical history - this treatment would not be beneficial to my health at all and he strongly advised me against it.
      Per his recommendation - I called IDEAL IMAGE to initiate the refund process and they explained they will not refund my money because I "signed a contract". After multiple communications and escalations, my case was handed over to a MARY B**** at the corporate office. She explained that I would need to submit a letter from my doctor to which I obtained and sent. I have contacted Mary several times since then, left messages and have been completely ignored. I am still paying installments on the loan I was pressured to get through Alley in the amount of $2663 because I do not want this to affect my credit score.
      I cannot receive treatment for this procedure without my doctors approval and I will not maim myself just to not lose the money I paid for! I need my money back! I was predatorially marketed and harassed by this company via the phone and internet, I've never even stepped foot in one of their offices but yet they will not give me my money back! I need my money back! I was promiseda refund and I am being ignored!!!!

      Business Response

      Date: 08/03/2022

      Business Response /* (1000, 3, 2022/07/18) */
      It is our understanding that this has been resolved.

    • Initial Complaint

      Date:07/17/2022

      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 got a package deal with Ideal image last year after my consultant told me I was a perfect candidate for laser hair removal. I got a loan with ally then started driving 2 hours every 6 to 8 weeks for my appointment. The first appt the girl told me that she had burned someone after she finished my session and said honestly I don't want to work here anymore we are over worked. Then my next appt I got a different girl and she had no idea what I was getting done I told her then she left the room came back about 15 minutes later and said ok I don't have enough time to do all the services but will set you up next time. Then the following appt was the same thing that there had been a mistake and they didn't have enough time to do all my areas. The following appt I called before to make sure I was going to get all the areas because it was Ridiculous for me to keep spending money on gas and not getting what I'm paying for so when I went the girl wasn't ready for me and they hadn't set enough time for me again so 2 girls had to do it together I let them know that the hair was growing back and that I felt like they have missed a lot of spots and they both said oh no we don't miss spots. Then on my second to last appt I again told the girl and she said ya it definitely looks like some spots have been missed and like your back side hasn't been done you have about 80 percent growth. I told her I've been telling the other girls but no one listened she said I'm sorry about that. I said it's not your fault but it's frustrating to pay all this money and not get what I'm paying for. I was also told on my 5th appt that they needed to do double on my appt so they we're going to make sure I was set up with enough time but that never happened either. So when I had my 7th appt the girl said this is your last appt and I said wait what do you mean I was never told that I was only getting a certain number of appointments? I am not hair free and paid to be hair free like they said I would be

      Business Response

      Date: 08/02/2022

      Business Response /* (1000, 7, 2022/07/18) */
      It is our understanding that this has been resolved.

    • Initial Complaint

      Date:07/16/2022

      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 an interaction with Ideal Image in the Summer of 2021. I made a contract for several applications of cool sculpting. I made a BBB complaint last month because the agent that sold me the contract was very vague and not clear as to what she was selling me. She was also very pushy. She said if I didn't by then and there "I would lose the deal she was offering if I didn't buy immediately." I told her I am a disabled veteran and that I needed to discuss it with my caregiver and she didn't give me the time. They also didn't give me the chance to schedule in time before my contract ran out. For the most part they CORRECTED that issue by giving me a PARTIAL refund for that contract. When the agent sold me the contract she did NOT make it clear that she was selling me a "membership " for a couple of hundred dollars. I would have NEVER agreed to that. I called the local ideal image to inquire about a correction and they said they were initiating a complaint for me through the company. That was almost two weeks ago and I have not heard anything. So that is why I am making another formal complaint through the BBB. When you make a complaint through BBB they actually pay attention. Overall, I do think they are a good business... they just have crappy agents selling their contracts.

      Business Response

      Date: 07/19/2022

      Business Response /* (1000, 8, 2022/07/18) */
      It is our understanding that this has been resolved.


      Consumer Response /* (2000, 9, 2022/07/18) */
      Ideal image has refunded the membership amount. They have been very helpful and willing to help correct all my issues.

    • Initial Complaint

      Date:07/15/2022

      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 have requested cancellation of the lifetime membership, spoke with a representative, a case number was open a couple of weeks ago, I was told it would get resolved in 3-5 business days and I still haven't heard from them. Every time I call, they say that the manager of the case is on another line and will call me back. I have never received a call.

      Business Response

      Date: 08/04/2022

      Business Response /* (1000, 11, 2022/07/20) */
      communication to guest has been attempted. waiting to hear back.

    • Initial Complaint

      Date:07/15/2022

      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 over a recorded zoom call from a rep. I was heavily medicated and the rep new it. I still took responsibility for the 5k and tried to schedule in. On the 2nd appointment they charged my credit card over 2k more after hours. This was reversed as they could see there was no way I could be there at that time. They force you to use the app but no appointments ever show for full body laser hair removal. If they pick up they never have the schedule of what part time person with a real job is available until the week of. Then they cannot accommodate the time and tell you to wait and check back. I have tried multiple locations and many times. The staff is rude and no one calls back. They say they will extend the contract but never do. Now. They want my credit card again on file for touch ups. The service was never completed. I paid 5k when payback you go is less. They 100% knew they lied and stole money 2xs. No service I want a refund...if they want to provide service I need a set schedule. Otherwise please provide attorney info on class action suits or how I file myself. This is not okay. Everyone was upset with the pandemic and to take advantage this way is not acceptable. They should have the recording that will show rhe judge what happened. I was open to going along but no longer.

      Business Response

      Date: 08/02/2022

      Business Response /* (1000, 7, 2022/07/18) */
      It is our understanding that this has been resolved.

    • Initial Complaint

      Date:07/15/2022

      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 March 2, 2022, I had an consultation virtual meeting with an Ideal Image consultant since my minor had a consultation with her medical provider and was given the recommendation for Ideal Image for hair removal since my teenager has PCOS. My daughter is very sensitive and doesn't like having the hair on her upper part of her next. The consultation with Ideal Image took place on March 2nd, and it was conducted by a nurse who resided in NC and stated she worked at a Ideal Image in that area, she stated she had a family, and was very pleasant. My minor daughter was apart of the assessment that was conducted and sat next to me the whole time. The meeting was being conducted via soon and the camera was being used. The Ideal Image consultant asked to see the area that we wanted laser hair removal and I showed her. I was in my kitchen and the lighting was bright. I was given a quote and asked to pay half of the full balance and would need to pay the remainder by the first appointment. The appointment was on April 12th @ 9:40am.
      My daughter and I arrived on time and was called to an exam room. We were then told to give consent to a NP virtually on an ipad. The employee at Ideal Image was about to start treatment and confirmed the area that was supposed to be laser hair removed and it was an different area than what was discussed and shown during the consultation meeting that took place on March 2nd. My daughter and I was then directed to the front desk and was told to pay more money which I did not have. The front desk person stated she would send an email and someone would call me. NO TREATMENT WAS DONE! My daughter never received any services. I never heard anything from financial department or compliants until weeks later, I kept getting an new docusign to sign a new contract. I did not feel comfortable since I was told that someone would call me. Instead, I let my financial institution know that this is fraud since I was told during the March 2 meeting was all a lie.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 8, 2022/07/18) */
      Call was attempted to assist guest. She proceeded to scream and yell and refuse assistance. Guest has an open credit card dispute. Guest would not allow me to explain that the credit card dispute would either need to be dropped in order for us to proceed with a refund or she would have to wait it out and see result before we can assist further. Can not proceed with assistance since it was refused by guest and open credit card dispute. Attaching signed contract for guest to review.


      Consumer Response /* (3000, 10, 2022/07/19) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I received a call from Ideal Image and the representative was rude. My minor child never received any services from Ideal Image on date of service: 04/12/2022 because when I spoke to a representative from Ideal Image and showed the representative the exact area that my child needed laser hair removal but during the appointment I was told that the area discussed would cost more since that was a different area. Ideal image has been committing fraud since the service that I was told and signed the contract with the understanding was not correct instead they have been trying to take money out of my account. My child never received any services.


      Business Response /* (4000, 12, 2022/07/22) */
      Guest has refused our assistance. Unable to assist. 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.
      Guest would not allow us to explain this as she continued to talk over me with escalated tone refusing assistance.


      Consumer Response /* (4200, 14, 2022/07/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Again, Ideal Image is committing fraud. My child NEVER RECEIVED any service from this merchant because what I was told was going to be done was completely different during the appointment in April 2022. Instead, y'all requested more money. This past week Ideal Image tried two different occurrences to try and take $300 from my credit card (Captial One). I provided the letter from Capital One letting it be known that Ideal Image investigation was complete and I was correct with stating this merchant is committing FRAUD! No service was rendered at all! Stop trying to steal money out of my account at 3:25am

    • Initial Complaint

      Date:07/15/2022

      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 rep for an hour on 7/2/22 by Zoom. I should have believed everything I read and heard regarding Ideal Image but I gave them the benefit of the doubt and I am paying for it now. I decided that if I chose to go with Laser Hair removal then financing seemed best and I was made to feel that I had to make a decision quickly to lock in the rate even after telling the rep that I would like to speak with my husband before deciding. I did read through the contracts and specifically asked the rep about the part referencing refunds if I canceled my appointment before treatments started because I was booked out so far in September 2022. She even stated how busy my local office was and how far out they were booked. The wording was somewhat confusing so I made sure to ask. She answered me with a very vague "Yea, you can do that". I should have known then that this was a total scam. I mean really, who knows what can happen between that time in someone's life. How can you all require someone to pay for something they never received due to issues with mental health and unforeseen finances? I was not told at any time during my zoom call that the services I requested were contractually binding. My loan is with Ally Bank and is under dispute as I canceled my appointment within a few days after being set up. I received a call today 7/15 from "Tyler" that he cannot cancel the contract and that even if Ally decides to cancel the loan that Ideal Image will turn me over to collections. He was EXTREMLEY rude and seemed to be reading from some sort of script. He did not answer my questions and if he tried to answer anything he was VERY unclear. I requested to speak with someone above him like a manger multiple times and he refused! I tried to call the line that Ally provides for Ideal Image multiple times and waited 1-2 hours each time with no answer. Also requested a call back 2-3 times on the same line and that never happened. Ideal Image does not care what they do to people.

      Business Response

      Date: 07/26/2022

      Business Response /* (1000, 7, 2022/07/18) */
      It is our understanding that this has been resolved via a dispute.


      Consumer Response /* (3000, 9, 2022/07/19) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Ideal image has not refunded the full paid amount to Ally to satisfy the dispute


      Business Response /* (4000, 11, 2022/07/22) */
      This guest has been refunded back to the financing company they took the loan out with. This is resolved.


      Consumer Response /* (2000, 13, 2022/07/25) */
      Please note in my case that ideal image has settled the issue.

    • Initial Complaint

      Date:07/15/2022

      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 talked to an Ideal Image consultant about cool sculpting. During this time talking to the consultant they asked me sign on with Ally to get "preapproved" for a loan for the procedure. I did apply with Ally to get approved for a loan but did intend to pay cash before the appointment. I am now made aware that Ideal image went ahead and charged ally for the procedure over 1 month before the scheduled procedure had occurred. I called Ideal image to cancel my procedure about 2 weeks before the appointment as I can no longer afford it. An associate at the office answered very rude and said "well you're not going to get the full refund." I asked "why would I need a refund for something that has never occurred." She responded "... well, that's a good question." She then told me a case manager would call me in 2 weeks.

      The sales consultant never explained that the loan I prequalified for would be immediately charged. They told me they would take 2 weeks to call me back to discuss changes to the service. I missed their call and haven't been able to reach them since. I have called the business on 3 separate occasions trying to call back. Each time being told that either the case managers Ali or Abigail would call me back the same day and not once was I contacted back. I have sent Ali 3 emails none of which has she responded. I detailed in the emails I cannot afford the procedure and it makes no sense that I would not be refunded for a procedure that never occurred.

      I want a response, I want a refund, and if this continues I will have to contact our local news & social media on the predatory practices of this company. Who has someone "pre-qualify" for a loan and then immediately charge it for a procedure months in advance. That has multiple sales agents ready to call you the same day until 9pm to sell you a service but will take over a month to reach back to you to cancel? What business avoids a refund for a service never rendered.

      Business Response

      Date: 08/01/2022

      Business Response /* (1000, 6, 2022/07/15) */
      It is our understanding that this has been resolved.

    • Initial Complaint

      Date:07/14/2022

      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 spent $3800 on cool sculpting. I had my first treatment last Thursday which was a very uncomfortable experience. Although they consider the discomfort "normal", my discomfort was to a point where I don't want to continue with the 2nd treatment. I filed a case to customer service and was denied a refund. I don't have plans on coming back for other services when my heart was set on one. Customer service was not helpful at all nor was the nurses at the Novi, MI location that filed my case. I did mention that I did not mind paying for the 1st treatment but for me to not receive the second treatment and still pay $3800 is rediculous.

      Business Response

      Date: 07/29/2022

      Business Response /* (1000, 7, 2022/07/15) */
      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.

      If guest does not want to complete remaining sessions they are welcome to use the remaining funds towards another service as an account credit however the legally binding contract is non-refundable.

    • Initial Complaint

      Date:07/14/2022

      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 got a consultation with Ideal Image in August of last year. The loan was through Ally bank. I asked Ally bank to set me up in recurring payments. Turns out they didn't. We'll time went on and I never received services from Ideal image as my doctor said due to health reasons I could not. Ally lending funded the money and Ideal image won't provide a refund to Ally bank. I called to cancel my loan but they won't as Ideal image accepted the money. So now I'm in collections for something I never even did. This is a scam, if your doctor advises you that you cannot receive services the loan should be refunded. Point blank. This place needs to be out of business as this is terrible business practice.

      Business Response

      Date: 07/29/2022

      Business Response /* (1000, 7, 2022/07/15) */
      We are actively working on reaching this guest to provide assistance with resolution. Thank you.

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