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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:07/11/2022

      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.
      Salesperson indicated that appointment could be easily made within 30 says. Untrue. Appointment was made and then cancelled by company due to personnel issues. When I requested an immt refund I was told that refunds were not given. Untrue. When I spoke with customer service, I was told it would take 7-10 days for someone to contact yto help me through the refund process. It would then take another 14 days to resolve the issue, indicating that I might not receive a refund. This company has had my full payment for over a month for NO SERVICES PROVIDED. I am requesting an IMMEDIATE and FULL REFUND.

      Business Response

      Date: 07/26/2022

      Business Response /* (1000, 7, 2022/07/11) */
      Client opened a client support case on 7/11/2022. Ideal Image contracts state that 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, 9, 2022/07/12) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Despite reading the contract, no services were rendered and Ideal Image cancelled the appointment, not me. They are not entitled to keep my money. They did NOT provide a service. They didn't fulfill the contract as promised. It is not my problem that the technician changed her work schedule and they were unable to accommodate me at the scheduled time, especially after waiting so long for an available time slot. I do not wish to do business with a company that misrepresented itself, and is misleading during their sales pitch I respectfully request a FULL REFUND.


      Business Response /* (4000, 11, 2022/07/13) */
      we are happy to assist with extension, account credit or moving funds but we are not able to refund the guest as the legally binding 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.

    • Initial Complaint

      Date:07/10/2022

      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 purchased a package deal for units of Juvederm and Botox in December 2019 and in 2020 and was told I could use them anytime. I expressed to them at the time of sale that these were for future use as I use them for my lips approximately every year and a half. The selling point they used was that once I purchase them they are mine and do not expire. I was assured they don't expire by the sales rep, and by the injector. I also had an ultherapy treatment in 2021 and appointments for Botox and a lip touch up. At each of those appointments I was told that I had 2 units "in the bank" and every time I asked if they expire. On 6/28 I called the location I use to make an appointment for lip filler. I asked how many units I had left. The receptionist told me I had 2 units but they expired. I told her how no one said they could expire and that I specifically bought them because they told me that they would not expire. The receptionist told me that she could submit a claim for me to have some review to see if they would honor the units I paid for since multiple members of that location's staff told me they do not expire. She said it was in their contract and i asked her if there was a copy of the one i signed and explained the whole intent with the purchase was to use them over a year apart and made that clear at the time of purchase. She said I would receive an email, and that someone would call me regarding my request honor my purchase. It's been a couple weeks and no one has emailed me or reached out by phone. I want the product that I paid for especially if they can not produce the signed contract. The signed contract I have, which is the only paper work I was provided as aide from after care instructions, does not mention that the service and products I'm purchasing had a limited time use.

      Business Response

      Date: 07/19/2022

      Business Response /* (4000, 9, 2022/07/15) */
      Thank you for reaching out to us. It is our apology as there was never a case opened for assistance regarding this matter. We have sent you a DocuSign for the services that expired. Once signed, you will be able to call and schedule the services. Please know that all services with Ideal Image have an expiration. If you need more time within your contracts, please give us a call and we will be happy to extend contracts before they expire. Thank you.


      Consumer Response /* (2000, 11, 2022/07/18) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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