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

1,418 total complaints in the last 3 years.
210 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.

Initial Complaint
Date:10/19/2024
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.
The company falsely advertises permanent hair removal. I recently underwent months of laser treatment and am not satisfied with the results. I have spent well over $3,000 on treatment and expensive touch-*** and still have to shave on a daily basis. The treatment is not permanent nor does it work longer than a few weeks post therapy. I contacted the company in hopes they would attempt to remediate the issue or look into further treatment options via their client support team email and they have simply ignored my concerns. I did not receive what I purchased, therefore I would like a refund.
Business Response
Date: 10/21/2024
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 **************
Initial Complaint
Date:10/19/2024
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.
I was a client at Ideal Image in ****. I didn't received all of my treatments and the location has closed down. I finance my treatments. I called Ideal Image after they closed down and the person that I spoke with ask for my email address and she claimed she would send me an email to contact the main office. I never received the email and I am still paying for treatments that I didn't receive. I contacted the company ******* to let them know that I didn't received all my treatments and yet they continue to bill me monthly. I haven't received any calls or emails from Ideal Image as to what steps to take to refund me or credit me for treatments I never received and they have contacted ******* to credit me.
Business Response
Date: 10/21/2024

***************, 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 **************** L.P. at ***************************************** as your contract was with *************** L.P., and not with Ideal Image directly, all requests need to be addressed by Troika.
Initial Complaint
Date:10/16/2024
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.
I purchased the ********************* in advance of my wedding in 2019 and had those treatments and was relatively happy with the service, but thought perhaps a few more sessions would improve them even further. Once the pandemic arrived, I figured I'd have to wait but finally was able to go in the summer of 2021 to book additional services and once more, opted for the financing with *******. The first appointment available was months out, but thought I'd be patient since the world was just getting up and running again. Months later (but at least before my appointment), they called to reschedule since a practitioner had left the business. Disappointed, but I rescheduled. Another few months later, I drove the 45 minutes to the further-away ************* since that was the only one with appointments within six months. I get there only to have the front desk staff tell me oops...another practitioner left the business so no one was there to perform my service. When I asked why someone couldn't have at least called, I quite literally got a SHRUG and was given a ***** number to call. It's now been over 4 years since I scheduled that appointment. I have tried calling and been given the runaround. I have completely paid off the thousands of dollars for a service I was never provided. That's right...I never was able to get that appointment to actually have the CoolSculpting I paid for. Now I'm gathering documentation and speaking to whoemever I can to get this resolved and warn customers to say as far awar as possible from Ideal Image. I get it if I had the service and didn't like the results. That's covered in the contract. But when they simply cannot provide me with what I purchased over and over again and then years go by and no one has ever reached out? No, I think I just need my money back. I gave you money and I received zero services. This shouldn't even be an argument.
Business Response
Date: 10/21/2024
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 **************
Initial Complaint
Date:10/14/2024
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.
ideal image signed me up for a membership of $300 a year and after 30 days, you are unable to cancel it. The membership costs into a credit if you use their services. However, this information is not given to you when you sign up for a service Its all fine print. They have high pressure tactics and make it very hard to read the document while youre in the office. I cannot use the service due to the results from the last procedure and the membership Doesnt include Medical exemption- Even though its supposed to turn into a credit. So if you have a medical exemption, youre pretty much out of luck
Business Response
Date: 10/15/2024
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: 10/15/2024

Complaint: 22419666

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 10/16/2024
they havent done anything. I have nothing to respond to
Business Response
Date: 10/18/2024
We have spoken with this client on two occasions and have left several voice messages. We will reach out again today. We have not record or documentation regarding a medical concern related to this clients treatments however, her membership has been cancelled and this client will not be charged further. No refund is being provided as the purchase is outside of the 30 day window allowable
Initial Complaint
Date:10/10/2024
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 10/9/24 paid $2500 (debit) for services. Due to medical reasons, on 10/10/24 called to request refund. The agent persistently inquired if she could place the services on hold, or if there was anything else she could offer. Agent confirmed I was w/in the 72 hr timeframe to confirm, call was recorded on her end. Agent advised someone would contact me w/in 72 hours to discuss my refund? I didnt receive an email confirming the request for a refund, therefore, I called back. Different agent, advised, she's able to see the request in their system, BUT someone will call me back "to discuss the refund". I kindly requested to speak with a Manager or authorized staff as if I paid by debit, my refund should be issued as requested. Was told, short staff, a Supervisor would call me back in 24 hrs. I asked for a corporate contact number, was told there's no number for corporate. Received an additional call, this agent asked same exact questions, even asked inappropriate questions related again to why i chose not to proceed with the paid in full services. It's truly harassment to be *****. This company appears to be desperate for sales, and it's very uncomfortable to the consumer. Formally requesting full refund in the amount of $2500 ASAP as I don't desire nor need to speak with another salesperson.
Business Response
Date: 10/15/2024
This matter has already been resolved
Initial Complaint
Date:10/09/2024
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 am seeking a refund from Ideal Image in *******, **. In June 2024, I paid $700 to Ideal image to have a procedure performed on my daughter. When we arrived for the appointment, the clinical person told us that she was not eligible (a good candidate ) for the procedure because she had melanin in her skin. Despite having a video conference call with the sales representative ahead of the appointment. While at the location, they attempted to sell my daughter on a bunch of other procedures but she's said she was not interested. She is not interested in the bait and switch offers. I requested the refund over the phone and then in writing on September 11, 2024. Each time I call to find out where my refund is they continue to give me excuses and have indicated the "district manager" needed to weigh in. When asked for his/her direct contact information, they will not provide it. It shouldn't have to take weeks and months to get a refund. Attached is a screenshot of the email exchange I've had with the business. Please help!
Business Response
Date: 10/15/2024
It is our understanding that this matter has been resolved
Customer Answer
Date: 10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22403387, and find that this resolution is satisfactory to me.

Sincerely,

Jhovania Reed
Initial Complaint
Date:10/08/2024
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 met with a salesperson at Ideal image and she went through a contract for laser hair removal on 3 body parts. She told me that my touch up price was 10 dollars for small areas and 30 dollars for large areas. I signed the contract and paid around 2000 dollars over the course of 18months. When my 18th months was up, they told me I could schedule for touch *** when needed. I went to schedule and my touch *** are 60 for large areas and 40 for small areas. I called the manager of the store to discuss the price discrepancy and he told me he has no control over this but will look at touch up prices from when I initially signed. He never got back to me. I called corporate headquarters and they said they cannot change my price. I explained my story that the saleswoman told me that I would not pay more than 30 dollars a touch up. She customer service representative said, yes in the past sales people would say these things but we no longer allow them to say this sorry this happened to you. She said at most I can give you some free touch *** but I cannot change the price. I asked to speak to her manager, and she told me someone would call me back. I asked when and they hung up the phone. I am happy with the service, I would just like them to honor their touch up price of 30 dollars for large laser areas and 10 for small laser areas.
Business Response
Date: 10/15/2024
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: 10/15/2024

Complaint: 22396221

I am rejecting this response because Ideal Image verbally promised me prices and did not stand behind their word. Ideal Image did give me one free complimentary laser session after my complaint with the BBB. However, they did not lower my session prices as the salesperson told me they would be when I signed my initial contract, also the front desk people saying its around 30 dollars.
Last week when I called Ideal Image (before I made a complaint with BBB) the customer representative stated that we no longer let our salespeople give out touch up pricing cost. They admitted to salespeople verbally false advertising. I was given the verbal cost of 30 dollars for large areas and less for small areas. They are not standing behind their word.

Sincerely,

***** *******
Business Response
Date: 10/15/2024
Touch up cost are based on your contract terms
Customer Answer
Date: 10/21/2024

Complaint: 22396221

I am rejecting this response because: as I understand the contract I was verbally told for large laser areas it will be 30 dollars. When I called I was told by a representative that we, no longer allow our sales people to give out pricing, she admitted that this has been a problem in the past. This is fraudulent misrepresentation. In other words someone lied to get me to sign a contract. The pricing is double the cost of what the salesperson told me.

Sincerely,

***** *******
Initial Complaint
Date:10/07/2024
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.
In May 2024 I signed up for the laser hair removal package and received my first treatment at the Metairie, ** location. During my visit, we started almost an hour late, and the provider walked out in the middle to handle "other business" later returning to finish my treatment. The appointment took almost 2 hours in all which is absurd for a 30 minute treatment. My next appointment was in July and without notice, was cancelled due to the location permanently closing. I was told I can either go the the closet location which is 5 hours away or I can wait for the new rebranded company taking over our contracts to open. Since then, I have called over and over and over again, FINALLY got an appt scheduled just for them to cancel it at 4:52 the day before. I am beyond upset with how I am being treated. I want a full refund of this package. I have used Ideal Image in ************, **, *******, **, and Metairie, LA and am very upset with the lack of care for myself and thousands of dollars have have given this compamy.
Business Response
Date: 10/15/2024

***************,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:10/04/2024
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.
I did a consultation with ideal image and paid for a laser hair removal package in spring of 2023. During my consultation I made it clear that my whole intent of signing up was for everything visible when wearing a bikini. My first three treatments right after were great and all of the services I asked for in my video consult were covered but after my third treatment I developed ***** that I had to wait a few months to heal before I could go back. They finally healed but had peeled off my skin was lighter where you could tell it was fresh skin. I went back for my first appointment after the ***** approximately 3 months later only to be told they could not treat me until my skin was all one color again. This put my next appointment to approximately 5-6 months after the ***** originally occurred. I attended my fourth session after this wait and they would not cover all of the areas I asked for and what was covered in my first 3 sessions and any progress I had made from the first 3 treatments was gone from this waiting period. After this session i tanned for 1 month but didnt overdo it and just had a base color. I waited 8-12 weeks before attending another appt (exceeding ideals requirement) and when I got there I was told that I was too dark and would require an African American laser while Im Caucasian. This is not even possible it had been months since Id had any sun exposure. She said for me to just let my tan fade fully to my natural skin color and then come back. I told her it was the start of summer so I would be in a bikini often (hence the point of the treatments) and even with sunscreen it would be impossible to get back to my natural color. They said they didnt know what to tell me and they wouldnt do it. 18 months and $2,400.00 for absolutely 0 results and the most difficult interactions. I spoke with the office manager (when they could keep one employed) and even called corporate and was told to send the girl an email and have not gotten a response.
Business Response
Date: 10/04/2024
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: 10/20/2024

Complaint: 22379092

I am rejecting this response because:

I was contacted by customer service and the first ***** was extremely rude and kept cutting me off just to tell me to read my contract. I told her I wouldnt be speaking with her any longer as she was rude and unhelpful and someone else contacted me a short time later. This person was very nice and asked me to email her some information and shed pull my records the following week and call me back. She asked what time I would be available for a call each day and I said after 5:30 pm. She called me the next week around lunch time and I missed it as I was working. I called back a few days later at the number she left on my voicemail and it rang for several minutes and never went to a voicemail. I followed up with her via email letting her know I tried to call and it has been almost a week and I still have not heard back.

Sincerely,

****** *******
Business Response
Date: 10/22/2024
We left a detailed voicemail regarding your resolutions. We will reach out to you again today to discuss further
Customer Answer
Date: 11/04/2024

Complaint: 22379092

I am rejecting this response because:

I did not receive a voicemail from you all at all, let alone a follow up call you all said you would make after said voicemail.

Sincerely,

****** *******
Business Response
Date: 11/19/2024
We called and spoke with you after our message on 10/22 at 1:22PM, You advised that you needed a call back later or the following day. We called and were not able to reach you again.

We will reach out to you again today 11/19 as a final attempt at resolution. Refund is not an option for this client. She can utilize her lifetime membership for future touch ups
Customer Answer
Date: 11/27/2024

Complaint: 22379092

I am rejecting this response because:
To this day, I have not received a call or email back. I have ensured that my voicemail is not full and have not received a single message from Ideal Image. They also have my email address and I have not received an email from them. The last time I spoke with them and advised I needed a call back after 5 pm, which I have told them every time I have spoken with them the last year, was well over a month ago.

Sincerely,

****** *******
Initial Complaint
Date:10/01/2024
Type:Customer Service 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 purchased a package for lip fillers back in June of 2024. I quickly realized that this service is something that I cannot receive and did not want to risk the side effects. I then called to cancel my appointment and requested a refund. The manager said that she would go ahead and put in a refund case from me and I heard nothing back until I then reached back out. The lady claimed that since I did not call before the 3 day refund period that I was never told about or talk to about that they cannot give me a refund and that I could do another service. I do not need or want another service from Ideal Image as their company is rude, unreliable and untrustworthy. I am a young student and not being able to give me MY money back is very unethical especially for a service I never got. I would like my refund now. I am done going through the rude client service team.
Business Response
Date: 10/03/2024
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 **************

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Ideal Image is NOT a BBB Accredited Business.