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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

    • 1,441 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2022

      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 purchased two services (laser hair removal and cool sculpting) from Ideal Image (the overall company) online from their marketing division, they scheduled a zoom call and set up an appointment with me for these services. In the beginning i was interested in their services and decided to go through with it. But after one appointment of laser hair removal i decided this was not for me, the laser hair removal was ineffective and had left bumps and rashes on my skin for a while. after this initial appointment i had not gone back and was trying to cancel service, but the company kept denying my request and kept charging me. I have been getting charged for months even though i never set up any future appointments, and i haven't even gotten the cool sculpting treatment.

      Business Response

      Date: 07/28/2022

      Business Response /* (1000, 5, 2022/07/14) */
      It looks like you spoke someone on our client support team on 5/12/22 and she informed you that this is non refundable and you understood. Per the signed 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. "
      Please see attached document for your signed contract.

    • Initial Complaint

      Date:07/13/2022

      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.
      Biggest rip off. Nothing but lies and deceit. Thought I asked all the right questions, but it doesn't matter when they lie in all the answers. Process was extremely painful. So they sell you (at a ridiculous price) a numbing cream. Which only coated my legs in a sticky pasty substance that did nothing at all. Pain so bad it took 2 people to hold me down. Certainly not the "little pinch" that was stated. More like being electrocuted thousands of times. Appointments were never available in the time frame needed for the contract, sometimes having to go 4 months between sessions because of staffing issues. When the contract was finally over and my skin was neither smooth nor hair free, I was told they could "reevaluate". All that meant was that the tech took photos and and I got a declined decision. No one ever contacted me to talk about why I needed a reevaluation. Even the techs flat out said the salespeople lie about the amount of pain and the results you will get. Thanks for the mange 🤬! What a waste of $4000. And don't even try to ask for a manager. They don't exist. Never on site and despite several requests for a return call or even a meeting and all I got was an email of my contract. No words along with it. Furious and will continue to voice my anger and disappointment. I have health issues that make shaving impossible and I believed them that this would get rid of my hair. Instead, I just look ridiculous and no one there will answer my calls or emails.

      Business Response

      Date: 08/12/2022

      Business Response /* (1000, 6, 2022/07/14) */
      We cannot guarantee results per your signed contract: " You hereby make the following acknowledgments with respect to the services to be received by you under this Agreement:
      (i) You hereby voluntarily consent to the elective LHR services and understand that the LHR services will be provided with a Candela Alexandrite Laser and/or a Candela GentleYAG laser. These lasers are manufactured by a third party, Candela Corporation. You understand that the LHR services must be repeated several times before satisfactory results are achieved, although there is no warranty or guaranty that all hair will be permanently removed from the area. You understand that a different laser service provider may provide your LHR services at each of your sessions. "

      You are fuly treated on your contract. It also does appear you were granted one additional session to all 3 areas purchased complimentary as well which you have used. You will need to utilize your lifetime membership for any touch ups moving forward which each area treated will have a co-pay required for treatment.


      Consumer Response /* (3000, 8, 2022/07/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Contract was for laser hair removal. Hair was not removed. Lied to about that and the pain level to expect. Not satisfied at all.


      Business Response /* (4000, 10, 2022/07/28) */
      Guest is fully treated and not eligible for refund. Guest was offered additional sessions as a customer service gesture. Attached is legally signed contract for records.

      Refunds. Except in accordance with Section 4 of the Terms and Conditions and as may be required by state law, all fees and services are non-refundable.

      You hereby make the following acknowledgments with respect to the services to be received by you under this Agreement:
      (i) You hereby voluntarily consent to the elective LHR services and understand that the LHR services will be provided with a Candela Alexandrite Laser and/or a Candela GentleYAG laser. These lasers are manufactured by a third party, Candela Corporation. You understand that the LHR services must be repeated several times before satisfactory results are achieved, although there is no warranty or guaranty that all hair will be permanently removed from the area. You understand that a different laser service provider may provide your LHR services at each of your sessions.

    • Initial Complaint

      Date:07/13/2022

      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.
      They advertised laser hair removal. They didn't remove any hair. They said lifetime service within the amount I paid. It costs after 16 months. I started in Nov 2020 and they say shave before your appointment by the consultant & their website. When I arrive they said I'm not supposed to shave. I paid 2300$ for laser hair removal and no hair was removed. I understand not 100% of it can be removed but truly it's all there the hair. They tell me all this info after I signed the contract. They lied prior just to get me to sign up and now say the face is a hard place to get hair removal and it sometimes doesn't even work. And it didn't work. I did all they told me. I want them to continue treatment for free or I would like a refund. This company targets people with insecurities and charge them a lot of money and says no refund even if it doesn't work. If they told me laser Removal on the face is nearly impossible WHY didn't they say that or even offer service. Every appointment I went to, the nurses would all do different things and nothing is consistent with them. Some nurses lied and said they did certain spots in the chart when they never did. June 2022 I'm done all the paid for appointments and I'm crying all the time knowing I paid 2300$ of years of saving up to get this done... to end with NO result of hair removal. They offered me only next appointment to be 50% off of the reg cost of 93$ + taxes but I declined. This is not fair. I see so many people writing reviews of the same exact thing. It's heart breaking that they get away with this. They said no refund because they KNOW their service sucks. I've had consultations with other laser hair removal places and they all say this company does not do hair removal properly.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 4, 2022/07/13) */
      Refunds. Except in accordance with Section 4 of the Terms and Conditions and as may be required by state law, all fees and services are non-refundable.

      You hereby make the following acknowledgments with respect to the services to be received by you under this Agreement:
      (i) You hereby voluntarily consent to the elective LHR services and understand that the LHR services will be provided with a Candela Alexandrite Laser and/or a Candela GentleYAG laser. These lasers are manufactured by a third party, Candela Corporation. You understand that the LHR services must be repeated several times before satisfactory results are achieved, although there is no warranty or guaranty that all hair will be permanently removed from the area. You understand that a different laser service provider may provide your LHR services at each of your sessions.


      Consumer Response /* (3000, 6, 2022/07/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      There is no improvement at all. I understand if there was maybe half improved sure. But why do you deserve 2000$ for making no change to my face and think that's okay? I deserve some sort of refund. There was no hair removal..... I went to Multiple laser hair removal places and they all say that you did it incorrectly. I even reached out to your customer service and they told me that the hair needs to be shaved before my appointments and I got told not to shave at the physical location. Your whole business is a bunch of incorrect information and it leads to no results and it's ridiculous. I deserve some refund


      Business Response /* (4000, 8, 2022/07/20) */
      We offer no guarantee of results for any of our services. You are fully treated and therefore not entitled to a refund of any amount


      Consumer Response /* (4200, 10, 2022/07/20) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I got no treatment. My face is exactly the same as it was before I went to your company.

    • Initial Complaint

      Date:07/13/2022

      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 scheduled to get CoolSculpting today and was told I was not a candidate. They told me that I could get another treatment that was over double the price. I decided I didn't want to do that and that it was too expensive so so called back to get my refund. Over 8 phone calls and they were all giving me different phone numbers and told that they could not give me my refund. They told me a case had been filed and someone would reach out to me in 5-7 business days. I would like to get a prompt refund for a service that couldn't be performed. There is no reason I should have to wait for a representative to call me. It makes absolutley no sense and is very poor customer service. It should not be this complicated. Very upsetting that I have to jump through so many hoops to get a refund for a procedure I was not a candidate for.

      Business Response

      Date: 07/28/2022

      Business Response /* (1000, 6, 2022/07/14) */
      It is our understanding that this has been resolved.

    • Initial Complaint

      Date:07/13/2022

      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 on a Zoom call with a saleswoman for Ideal Image. She sold me 18 cycles of Coolsculpting for Ideal Image. When I went to my appointment, I was told I was not a candidate for Coolsculpting by two nurses. Now, I am jumping through hoops trying to get my money back for services I was sold that I was told I am not a candidate because I do not have enough fat.

      Business Response

      Date: 08/02/2022

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


      Consumer Response /* (3000, 9, 2022/07/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I've called multiple times. I have not received a refund. They charged me for services that they knew were not FDA approved which should have been recorded on the Zoom call.


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

    • Initial Complaint

      Date:07/13/2022

      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.
      Did a consult on 06/19/22 and the lady Name Catherine we did consult over zoom, she did the consult and then she signed me up and did not explain to me that the credit card was going to be charged on that day which was 06/19/22 my appointment was not until 07/11/22 but she called the following week and stated that it was a opening for 06/26/22 @1230 but did not once inform me that the card was charged which i had no idea and then when I went to my appointment I was not a Candidate so I did not receive any services I was told by my tech victoria that she was going to notate my account and that I was not a Candidate I did not receive any services and I should not be responsible for a Credit Card Through Fortiva that I did not use . There was no treatment done so Ideal Image needs to credit Fortiva the money back on the merchant credit card.

      Business Response

      Date: 07/28/2022

      Business Response /* (1000, 6, 2022/07/14) */
      We have provided communication and are waiting to hear back from client.

    • Initial Complaint

      Date:07/12/2022

      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 September 26, 2021 a sales person called me from Ideal Image trying to sell me something. I declined the offer but did say I actually need to get lip fillers done so I might as well set it up now while I had her on the phone. She set me up to pay at end of the call said I needed to call the Rochester office to set up my appointment. I called them and they said they were booked out over 2 months so I called and emailed her back and asked her to cancel and refund my $600. I was not aware it was going to be over 2 months as it was a service I needed done asap. She had me deal with another department. I went back and forth with another department numerous times that led me no where's. A lady named Ali Mentis called me twice and left a voicemail (it came across phone as spam so I didn't answer) I called her back immediately and also at least 30 other times. She never answers the phone. She emailed me asking a time to set up a call I emailed her back with times. I never heard from her again. I continued to leave her voicemails and an email telling her I will contact BBB after weeks of not hearing from her. I contact ideal image cooperate office again. They said Ali Mentis was working on another case now and after that case was settled I would hear from her. I told them I want to be contacted by her supervisor. Since then I haven't heard from anyone. I'm out $600 and no longer need lip fillers and refuse to take my service back there after this incident. I'd like to be fully refunded. Thank you!

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 4, 2022/07/12) */
      We are working to reach this guest in regards to her concerns however the contract states:
      Refunds. Except in accordance with Section 4 of the Terms and Conditions and as may be required by state law, all fees and services are non-refundable.


      Consumer Response /* (3000, 6, 2022/07/14) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I immediately called back to stop it from being processed once I learned it was booked out over 2 months. They directed me all over the place to stop it but as no avail got through to nobody. The lady who was supposed to help me never connected with me. Their customer service is terrible and since when did appointments for fillers take months out? They're taking advantage of people. Is that why you deal with someone else for payment that can't schedule you to take advantage of customers and make them locked in no matter how far out the appointment is? Service wasn't used. I want my $600 back.


      Business Response /* (4000, 8, 2022/07/15) */
      We have attempted to reach this guest but was unsuccessful. The guest can return our call at their earliest convenience. Thank you.


      Consumer Response /* (4200, 10, 2022/07/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Same issue again. Once again Ali called yesterday. Emailed me yesterday asked a time to get a hold of me I gave her times for yesterday and lots of availability today.. I have YET to hear back from her. Now on here saying they were unsuccessful at reaching me.. why didn't anyone call today when I sent the email saying what time I'm available today?? I do not want to do business with this unprofessional scamming company. Refund!

    • Initial Complaint

      Date:07/12/2022

      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 have been on the waitlist for almost 2 months now to get an appointment and when I called them several times I could not get appointment for another month yet. I don't know for how long I should be on the waitlist to get my treatment done! I don't want to spend 3 years in line to remove my body hair!
      I want to cancel my contract, get my money back and go somewhere else to get my treatment.

      Business Response

      Date: 07/28/2022

      Business Response /* (1000, 6, 2022/07/13) */
      We apologize about the wait for your appointment, we do have a team that actively works on optimizing the schedules.

      Ideal Image contracts are legally binding documents that state:
      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:07/12/2022

      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've tried and failed to cancel the services I'd initially signed up for and because Ideal Image has done nothing to help me with this, I have loan vultures harassing me nonstop.

      I had agreed to an Ally loan for a 2 part service. I'd utilized the first session, but decided this was not something I wanted to move forward with. Because of that, the loan amount for the second session needed to be refunded back to Ally. Every attempt to get in touch with Ideal Image and have this corrected has gotten me absolutely nowhere, and even hung up on several times after being placed on hold.

      At this point, the service reads as fraudulent and deserves whatever recourse necessary.

      Business Response

      Date: 08/03/2022

      Business Response /* (1000, 6, 2022/07/13) */
      The guest was offered an extension as Ideal Image contracts are non-refundable.
      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.

      Guest is welcome to continue with services or use remaining funds as an account credit but we are not able to refund the guest.


      Consumer Response /* (3000, 8, 2022/07/14) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      If you actively read the case file, you'd see that I did not request an extension and had requested cancellation at that time. I was unable to schedule a second session time and time again, with my last attempt being told I wouldn't be able to get in for another two months. The contract is void if Ideal Image is unable to uphold their end of the agreement, which you would know if you wanted to help in this situation and not just cover yourself for liability. For the sake of BBB also being included in your lackluster resolution, please feel free to provide the contract agreement, IN FULL, and do yourself a favor by reading it in it's entirety before you respond again. Or, better yet, submit this case to your supervisor so we can actually get a proper resolution.


      Business Response /* (4000, 10, 2022/07/18) */
      Communication has been provided. Waiting to hear back to resolve.


      Consumer Response /* (4200, 12, 2022/07/18) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I'm keeping the BBB updated to inform them that the business contacted me to request a phone number and that's it. I'll update of anything comes of this.

    • Initial Complaint

      Date:07/12/2022

      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 or about April 16, 2021, I met with a representative of Ideal Image for a free consultation. During this consultation, the representative indicated to me that for additional information, I would need to sign up for services, but was informed that I would not be charged until I went into the clinic. I was then sent a link to apply to be pre-approved for a revolving credit, which I did. However, I did not authorize Ideal Image to charge the account. I have made several attempts to have the charge refunded. Including requesting that my contract be cancelled due to being an inappropriate candidate for the services provided by Ideal Image and providing Ideal Image with a note from my doctor. The company failed to process this request and refund me.As a result of the Company's continued refusal to refund me, I have been damaged. The continued charge on the revolving credit along with late fees have led to damages in the amount of $2,362.22. In addition, as a result of the Company's failure to process this refund, I was forced to hire legal counsel. In an effort to avoid litigation and the high expenses involved, including involving discovery and expert witnesses as the Company has challenged my doctor's opinion, my lawyer put together this letter to the company and forwarded it to three different members of the organization. None of them responded which is why I am now filing a complaint.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 4, 2022/07/12) */
      This guest is being represented by legal counsel and will be resolved accordingly.

    Ideal Image is NOT a BBB Accredited Business.

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