Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

1,425 total complaints in the last 3 years.
210 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:12/03/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 recieved 1 laser under arm treatment at ideal image. I returned back in September for my second treatment. The laser specialist declined treatment due to underarm concerns and issues . I was told to go to doctors. My doctor told me to cease all laser treatments from ideal image because they burned my underarm. I provided ideal image a copy of the doctors note and told them to cancel treatment. I was told by ideal image it can take up to 30 days to receive a response regarding the claim and cancellation. I received a letter that I had to SIGN and agree too on October 23, 2024, stating I would receive compensation in the amount of $3,931.80. The contract also states I must delete and not post negatively about ideal image 10 days after receiving the money. Im still currently being charged till this day. Im now being told as of today that I was sent the wrong contract and the contract I was sent has to do with cool sculpting. I never disputed cool sculpting and my cool sculpting treatments were over in July 2024. The contract was sent to me in October and it was for the laser claim which is the only claim I had going on with ideal image. Please keep in mind the contract sent over doesnt mention cool sculpting on it either . The company now wants to send me a new contract to sign for $571. They want to send contract over today. I refuse to sign that document cause they cant be trusted and you cant send a legal document trying to cancel out another legal document. The error is not on me . They should be required to honor the contract that was sent. Its a legal document from them with a refund amount . Its not a maybe document its a document with facts black and white that I had to sign withthin 48hrs . I signed it same day.
Business Response
Date: 12/05/2024
For clarification, We are not requesting a new contract be signed, we are sending her proof of her refund. The client paid with a third party lender and funds were returned to the lender. The client has not paid the lender in full so would not be entitled to a refund, it will go back to the lender
Initial Complaint
Date:12/03/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 November 29th, I received a Text from Ideal Image stating up to 85 % off laser hair removal services. When I called Ideal Image and was scheduled with a consultant, Basia gave me the non discounted prices and stated these are discounted priced of 85% when I questioned her. The company should have a standard price menu listed on their website and if they are offering discounts it should be based on the price menu. I was offerred to have a Full Brazilian laser hair removal for greater than 2400 dollars and was told this is 85% off the standard price. I was offerred a chemical peel in addition which I am not interested in. Pricing is fraudulent and company should provide full disclosure of their price menu on their website. They wasted my time.
Business Response
Date: 12/05/2024
Thank you for your suggestion
Customer Answer
Date: 12/05/2024
Complaint: 22632330
I am rejecting this response because:this is a false advertisement and your marketing person lied to **** was not merely making a suggestion. your marketing person , Basia, intentionally lied to me . I asked her if the 2400 she quoted was the 85 percent off price and she said yes. and did not answer my direct questions about non sale costs for your services. You should offer the 85 percent off for the full Brazilian which includes back area specified. Plus the chemical peel as advertised. Sincerely, *** ******
Business Response
Date: 12/06/2024
Pricing quoted to you was based on our then current promotion of 85% off. We offer a la carte services and do not have a standard price list to provide. We also offer fluctuating discounts throughout the year. Your quote will show you a per session cost, the package is a total of 8 treatments. Any future discounts you are curious about can be found by using that math and then the discounting advertised( Terms apply in most cases)
Initial Complaint
Date:11/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
My wife purchased laser hair removal for $4400.00. The time given for the treatments should have allowed for ***** treatments, but we were told that after 5 treatments the service is "technically" fully rendered. After her 5 treatments, the next 5 appointments were all cancelled by the vendor, and the 6th was scheduled without confirming with us so we did not know it existed. I am an active duty service member and was given an assignment to a location where Ideal Image is not located. I disputed the transaction with my bank and was given a $2200 credit to the card used to pay for this charge, but now the vendor is billing me directly for this amount (we paid the balance in full at the time of purchase). The vendor has refused to grant this refund, instead giving us a ~$350 refund.Once my wife's 5th appointment was met, the vendor seemingly had no obligation to continue granting her additional treatments, despite those treatments being part of the package we paid for. The way this has been handled was very poor and takes advantage of consumers, particularly service members who are being relocated.
Business Response
Date: 11/27/2024
We are unable to locate a client in our data base with the information provided. Please provide your wife's full name, phone and email
Customer Answer
Date: 11/27/2024

Complaint: 22609310

I am rejecting this response because:
It appeared to be the only option to respond to the vendor's request.

Name: ****** *****
Email: *****************************
Phone: *************
She received services from the *******, ******** location, as well as the ********, ** location. Neither of these options was available in the ************************ drop-down menu so I selected what appeared to be a corporate office.

Sincerely,

****** *****
Business Response
Date: 12/02/2024
Section 3 of all clients service agreements state: It is agreed that laser hair removal package pricing is based
off five (5) treatments and four (4) zero cost touch-**** For this reason , the client is deemed as fully funded and not eligible for refund of any amount. All Laser service agreements include a membership which allows continued touch *** at a reduced cost. We advise that you contact your local clinic to utilize these benefits
Customer Answer
Date: 12/02/2024

Complaint: 22609310

I am rejecting this response because:
I understand that the business policy states their service is "complete" after 5 appointments, and it seems that the touch-*** are to ensure that the customer experiences the intended lasting benefits of the services rendered. However, beyond the 5 appointments provided to my wife, all other appointments (6) were subsequently cancelled by the vendor. As a result, she is already noticing that she is required to shave again, albeit less than before the service.
The vendor did offer to complete the follow-up appointments, but the location I am now stationed at does not have an Ideal Image service location nearby. Our request was reasonable that half our purchase be refunded since the vendor cancelled these appointments, and had the appointments been met then we likely would have received fully satisfactory service. Without the touch-***, though, the results are not worth the price of the service. The impression I am left with is that the vendor, after rendering 5 appointments, has zero obligation to continue seeing customers to provide satisfactory service, instead prioritizing other clients who have not yet received their 5 appointments.
Furthermore, when Ideal Image attempted to receive payment from us (after *************** completed their chargeback of $2200.00), they had apparently gone through a financial change from Ally Lending to *************. This was not communicated to us in any way, so all mail from ************* looked like junk mail to us. It wasn't until we followed up later that we realized the affiliation, and by this time we had already racked up interest charges and late fees... on a bill we had paid in full over 18 months prior. We've been advised that some of the late fees can be waived, but others cannot and all interest charges will remain.
At no point has Ideal Image expressed any desire to make an exception for me as an active duty service member, and it is my service commitment that required me to move (and as a result be unable to continue scheduling my wife's touch-up appointments that were being cancelled on us). The overall experience has been very poor and I would not recommend Ideal Image to anyone as a result.

Sincerely,

****** *****
Initial Complaint
Date:11/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 went to ideal image on 11/5/24 where I booked an appointment to get ****** injections into my forehead lines, my lines that are above the nose in between the eyes, and the lines above my upper lip. I received 28 units my first time. Unfortunately, the injections started causing My eyebrows to lift and cause severe wrinkling and made my face look frankensteinish it also started making my eyebrows become extremely enlarged and they were protruding off my face a few inches, also, I started experiencing extreme pain in my eyes under my eyes around my eyes. They were burning stinging watering. They are hard to keep open. I have blurry vision. The area where they injected above my nose feels like someone broke my nose My entire face feels like it's burning stinging and is on fire. I'm having severe left-sided headaches. I called ideal image and told him about the problem so they decided to tell me to come in and they would fix the wrinkling so they put in another four units on 11/19/24 to hopefully smooth out what they had created. Unfortunately it just made my face even that much more worse with the eyebrows protruding out even further and my eyes stinging burning and hurting so bad that I could barely open them. My eyes on the left hand side are swollen and it looks like somebody socked me in the eye
Business Response
Date: 11/27/2024
We encourage this client to seek medical attention as needed. We were not aware of the discomfort and paid but did address the static lines present. We are happy to have you back in clinic to discuss any medical concerns as well.
Regarding refund, this client is fully treated, and not entitled to refund.
Customer Answer
Date: 11/27/2024

Complaint: 22608686

I am rejecting this response because: I feel that ideal image needs to compensate me not only for my pain and suffering, but for what my face looks like. And now I have to go around looking like this until it resolves. This is their fault and none of my own so I believe they should come up with some fair compensation

Sincerely,

***** ******
Business Response
Date: 11/27/2024
We have requested that you come into our clinic for review and assessment and you have declined. We do not believe that the discomfort you are experience is related to treatment. We strongly encourage you to visit the clinic as suggested for further review. And advise you to review the Informed consent in your service agreement which discuss certain risk associated with your treatment.
We are not providing compensation or refund of any amount but are happy to assess you and provide further assistance with your concerns.

To discuss further please reach out to our Client support team at ************
Customer Answer
Date: 11/27/2024

Complaint: 22608686

I am rejecting this response because: it doesn't matter that you don't feel that the injections are the cause of everything that's going on with my face. I have more than enough proof which you will receive once my attorney sends it to you

Sincerely,

***** ******
Initial Complaint
Date:11/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 11/22 I had a consultation for Ideal Images Med Spa. They asked if I could apply for a hat I understood was a line of credit available for me to use at my future appointment. I did and booked an appointment for 12/27. I received several emails after this consultation saying that I had taken out a loan and it was already given to Ideal Image. I had no intent on taking out this full loan and wanted to use a line of credit at the time of service. 11/23 I spoke with billing department stating I would like to reverse this loan/ payment to them and was told I needed to wait a minimum of 72 hours and someone would reach out. I explained I just wanted a refund and was denied although no services have been rendered. This was a supposed recorded conversation with ****** around 700am PST. I spoke with another lady at the physical location and again was told nothing I can do but wait. I feel very deceived and would like a full refund. Specifically without an entire ordeal. This is ruining my credit for something I intended to pay cash for.
Business Response
Date: 11/25/2024
It is our understanding this matter was previously resolved
Initial Complaint
Date:11/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently (yesterday) paid for services with this company over the phone. After realizing I wouldn't be able to make the scheduling work, I requested a refund less than two hours after purchase. This was done three times: Twice over the phone and once in writing. The representatives over the phone assured me that they processed my refund, however, none of them were able to give me any sort of confirmation in writing that I would be refunded for my purchase. No document, email, text, nothing. After digging into the company's track record, this leads me to believe I am one of the hundreds of other customers who fell for their predatory tactics. I want a refund.
Business Response
Date: 11/25/2024
It is our understanding this matter has been previously resolved
Customer Answer
Date: 11/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 with ******** ******. On our second zoom call, she promised that cool sculpting provided by her company would eliminate all pinchable fat, and that 25% of the fat would be eliminated on the first procedure. She did not tell me I was signing any kind of contract, and did not discuss with me the contract terms. I paid up front for the procedure. Afterwards, when I tried to cancel the appointment and get a refund, I was told that I signed a contract that dictated that no results were guaranteed, and that it was immaterial what the representative promised me, and that no refunds would be issued. I am shocked by this blatant fraud.
Business Response
Date: 11/21/2024
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 11/25/2024

Complaint: 22582605

I am rejecting this response because: the issues have not been resolved.

Sincerely,

**** *****
Business Response
Date: 11/25/2024
We will have someone reach out to you to address your concerns further
Business Response
Date: 11/26/2024
The client has already been advised that refund is not an option, Option for resolution is account credit, We will reach out again to discuss in hopes of finding a mutual resolution other than refund
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Had filler in lips done 10/23/24. Was called by nurse injector the next day, and told her the lips looked uneven. Was told it was likely swelling and should improve. In the next 2 weeks, made a couple calls to the company to voice my concern over the lip filler being uneven. Was told by a nurse named Maci that there was nothing they could do unless I wanted to buy another syringe of filler.Came in on 11/5/24 to be seen, nurse was kind and did a lip flip with 4 ***** injections in hopes it would ******* did notI sought out help at a different med spa, and they explained my lip filler could have been moved within that 2 week time frame, but ideal image never offered me to come in during that crucial period, even after I had made a couple complaints.Talked to a manager at ********** location ideal image on the phone 11-19-24, who said because I did not say lumpy and bumpy and used the word uneven, that is why they did not offer for me to come in and try to correct. Seeking a refund.
Business Response
Date: 11/20/2024
On 11/4 the client called into customer service to express her concerns. We offered to schedule her for follow up to be assessed in clinic, however the client declined as the times available did not fit her schedule. Too much time has passed to resolve the issue without additional filler being added. We are happy to provide a discount towards another syringe.

This client is fully treated so refund is no longer an option. All service agreements advise that our services do not offer a guarantee on results and outcomes vary by client to client All risk associated with treatments are provided to included poor cosmetic outcome.

We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 11/20/2024

Complaint: 22578365

I am rejecting this response because:
The company did not provide accurate information in their response.
Filler was done 10-23-24,
10-24-24 I spoke with someone from the ****************** I mentioned the lips looked uneven and out of the lip lines, I was told they were likely swollen.
After a few more days I spoke with Maci from the ****************** I mentioned my lips were uneven and I looked like a stroke victim. She said the only thing I could do was buy another syringe of filler.
11-4-24 I called corporate who advised me to be seen by a medical professional at the *****************-she told me I could stop in so I did after work. They must have been in the middle of training, as the front desk said I would have to make an appt. Made at appointment for next day (11-5-24)
Came in 11-5-24, was told too much time had passed and a massage would no longer work. She did offer to try a couple of (my purchased) units ***** to even it outI agreed, as I would have to buy an entire syringe of filler to fix.
11-19-24, spoke with manager at ***************** as I had placed a formal complaint with corporate. She stated that because I did not use the terms lumpy and bumpy (I had told the office TWICE within the first week after my filler that they were uneven) they did not offer for me to come in to have them try to move the filler with massage. The manager tried to gaslight me into believing it was my fault, all because I did not use lumpy/bumpy terminology. I did not know the proper terminology to use, but I would expect ideal image to know when a customer says they are uneven, there is a problem.
Ideal image had two opportunities to massage the filler during the first week, however this was never offered to the client (me). By the time I came in on 11/5/24 they said it was too late.
I would expect a full refund as I will never return to that office again.

Sincerely,

****** ******
Business Response
Date: 11/25/2024
This client is fully treated and not eligible for refund
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 5/24/24 I purchased laser hair removal services from Ideal Image at the ********, ** location. I was able to schedule 1 visit and receive service 1 time. When I tried to book another appointment I was unable to do so. I received an email on 7/524 stating that the *************** was owned by a third-party named, ***************, L. P. The email stated that I should reach out to them for any questions or concerns. Later, it was explained that a new company named ReLife MD would take over and honor services. This never happened. I spoke with someone to schedule an appointment to show up with the doors locked and no one there during business hours at my schedule appointment time. At this point I want a refund. Which I feel that a refund should have been an option from the beginning. I feel as if Ive been scammed.
Business Response
Date: 11/14/2024
***************,L.P., the independent third-party organization that owned the clinic operating under the Ideal Image brand has decided to close those clinics. We recognize that this change is unexpected and may be inconvenient for you. Thank you for your understanding and patience as we did not anticipate this closure. For any refund requests or customer service issues, please reach out ***************, ****** ***************************************** as your contract was with *************** L.P., and not with Ideal Image directly, all requests need to be addressed by Troika.
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Subject: Complaint Against Ideal Image - Request for Cancellation and Refund Complaint Description:I am filing this complaint against Ideal Image due to dissatisfaction with their services and lack of results. I signed up for a package of treatments with the expectation of visible and satisfactory results, as was promised by the sales representatives and consultation staff. However, after multiple sessions, I have not experienced the results I was led to believe would occur.Furthermore, I am dissatisfied with the overall service and communication provided by Ideal Image. I have contacted the clinic to request the cancellation of my remaining treatments and a refund for the unused sessions, but my request has not been honored. I believe it is reasonable to ask for a refund based on the unsatisfactory experience and the unfulfilled promises made by the company.Desired Outcome:I am requesting the immediate cancellation of my remaining treatments and a full refund for the unused portion of the package. I ask that Ideal Image respond promptly and address this matter to avoid further escalation.Customer Information:Name: *************** Number: ************ Email: *******************
Business Response
Date: 11/14/2024
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 11/15/2024

Complaint: 22553814

I am rejecting this response because:

Subject: Follow-Up on Dispute of Ideal Image Charge

Dear Dispute Resolution Team,

I am writing to follow up on my initial dispute regarding the charge of $1,546.74 from Ideal Image on July 17, 2024.

Since my previous email, I have contacted Ideal Image directly as suggested. Unfortunately, their response was unhelpful. The representative I spoke with informed me that they were unable to assist with my request for a refund and directed me to contact the local clinic where I originally signed up for the service.

I followed up by calling the clinic and spoke with the office manager, ****. She stated that she was the highest-ranking manager at the location. However, she also told me that she did not have the ability in her system to issue a refund. As a result, neither the corporate office nor the local clinic is taking responsibility for processing the cancellation and refund, despite my multiple attempts to resolve this matter before any treatments were scheduled or received.

I am left in a situation where both the corporate office and the local clinic have refused to provide any resolution, which I believe falls under deceptive and unfair business practices. Given that I have not received any services and have made every effort to cancel, I kindly request that *************** move forward with the reversal of this charge.

I appreciate your continued assistance in this matter. Please let me know if there are any further details or documentation required to support my dispute.

Thank you

Business Response
Date: 11/15/2024
It is our understanding that this issue has been resolved

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Ideal Image is NOT a BBB Accredited Business.