Business Profile

Medical Spa

Ideal Image

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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.

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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:10/01/2024
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.
Contacted Ideal image through their website. Had a conference call with a national representative and told them that we wanted a national contract for services. They said of course and then directed us towards a third party (we had no idea they werent a corporate location) who separated with Ideal image after we began treatment. Now ideal image wont honor the intent of the contract and is trying to use legalese to claim they arent responsible and we are simply out of luck. False advertising, false statements, unaccountable.
Business Response
Date: 10/03/2024

***************, L.P., the independent third-party organization that owns the clinic operating under the Ideal Image brand in Brea CA , has decided to close the clinic. 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:10/01/2024
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 completed a consultation with **** on August 2nd, 2024 and was sold on receiving 4 treatment areas for the cool sculpting for two cycles each. With the coupons and discounts I paid almost $3900 total. All upfront in one transaction even though the treatments would be broken up into different appointments. I went for my first appointment on August 31st 2024, and that was when I did my full body photos and spoke to someone who clearly was more knowledgeable in the process. I was informed that there are two different applicator sizes for the cool sculpting and I would need to use the bigger applicator to cover more of the area for treatment because if I were to use the smaller I wouldnt get the coverage that I should to get a better end result and it could leave my stomach lumpy and uneven. With that being said the larger applicator is the equivalent of two small applicators. So my 4 treatment areas turned into just two ( the lowers portion of my stomach) not the lower and upper that I had paid for initially for 4 areas. So what I paid for is not what I received. So a full stomach treatment turned into half of my stomach but the same cost of almost $3900. So to receive what I actually paid for I would need to pay another $3900 to get the upper stomach cool sculpt treatment and at that rate Im sure lipo would be less costly. I wasnt even given the option to pay per treatment to decide if I wanted the second cycle done. (Which after finding out what I paid for is not what I was getting I do not wish to do my 2nd cycle) they withdrew the entire amount from my bank account I feel like I was scammed. When I did my consultation **** didnt look at my stomach or pinch my skin to see if I was even a good candidate for the procedure. She also only presented the small applicator to me and never said there was a bigger size. Ive called twice now to rectify this situation it has been a week and a half I have been trying to speak to someone to keep getting the run around.
Business Response
Date: 10/01/2024
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:10/01/2024
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 MADE PAYMENT TO IDEAL IMAGE FOR OVER ******* DOLLARS FOR FIVE SITES. IDEAL IMAGE HAS ALWAYS BEEN RELIABLE TO MY NEEDS. I MOVED OUT OF STATE AND WAS ASSIGNED TO NEW WORKERS. TECH DID NOT COMPLETE SERVICE AND WOULD NOT RESCHELDULE APPOINTMENT. SHE SEEMED TURNED OFF BY THE **** THAT SHE HAD TO ASSIST WITH SHAVING MY BUTTOCKS AREA, I'M MORBITTLY OBESE AND COULD NOT COMPLETE 100 PERCENT OF THE SHAVING. I ALSO HAD AN OPEN LESION DUE TO MY SKIN DISEASE. I WAS GIVEN A ***** FEE. I DECLINED ANY WRONG DOING AND THEY WILL NOT ASSIST.
Business Response
Date: 10/01/2024
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 1-800-707-2807
Customer Answer
Date: 06/04/2025

Complaint: 22364164

I am rejecting this response because: Looking to receive 3 sessions with Ideal as promised in October 2024 with BBB or for Ideal Image to pay for 3 session with another company

Sincerely,

**** *************
Business Response
Date: 06/04/2025
Intial complaint made in 10/2024 was regarding a $50 no show fee which was waived for this client. We also provided a reinstatment of 3 expired treatments with an expiration of 6 months. The client advised that she would not be available to treat until Jan 2025 therfore, treatments were extended out through Jan 2025. It is now June ******************************************************************************************* Oct and extended out to Jan. There are no longer being offered. And additional treatments will be at a cost under the clietns lifetime membership. The client is free to treat at an other company as they wish, at their own expense.
Again, we have previously resolved this complaint by removing a no show fee this client incurred
Customer Answer
Date: 06/05/2025

Complaint: 22364164

I am rejecting this response because: *********, Ma LOCATION ADVICED ME, THAT YOU HAVE ONE YEAR TO RECEIVE TREATMENT. SHOW SUPPORT THAT I ONLY HAD 6 MONTHS.

Sincerely,

**** *************
Initial Complaint
Date:09/30/2024
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.
Ideal image sold me a package of cool sculpting sessions. After using one session I contacted them and told them I did not like the procedure and did not want to do any more sessions. I asked to cancel the rest. The services will not be provided but they are still having me pay for services I will never be getting. They did not inform me of the risk of complications and when I tried to address it with them as a reason I didn't want to go forward, they downplayed the possibility of complications.
Business Response
Date: 10/01/2024
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:09/26/2024
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.
Ideal image !! Is a found . I did cool sculpture on my arms they said it would get better . They made my arms WORSE . They got puffy !! I lost a lot of weight and they told me the bulky fat would go away but it made my arms even puffy !! I have to get liposuction and pay out of my OWN POCKET TO FIX THERE MISTAKE . I paid 4200!! I WILL FILE FOR A DISPUTE AND FIGHT TO GET MONEY BACK !
Business Response
Date: 09/30/2024
There are solutions in place to resolv these types of concerns that are covered by Allergan the makers of Cool Sculpting. Please contact your local clinic for assistance with completing a case
Customer Answer
Date: 10/03/2024

Complaint: 22344784

I am rejecting this response because:
I dont want a resolution I want a refund . Bc of your guys technology , I had to g on tk a plastic surgeon and now I have firm scar tissue on top of my arm and now I have to complete liposuction to get it fixed . Which is now even more money . I want a refund !! My surgeon will have a letter sent to me addressing this issue was cause by you guys !! Wheres do I send this claim !???
Sincerely,

**** *****
Business Response
Date: 10/03/2024
You will need to be seen in one of our Ideal Image clinics for assessment and review. The claim has to be send to ********
Initial Complaint
Date:09/25/2024
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 followed treatment plan as directed. At the Initial visit the assessment that was given said that hairs were treatable. I continued treatments as directed. Each time I went they turned up the heat, and sometimes double passed as they said I needed that in order to proceed. Initially results looked optimist but between each appt, hair stayed the same after initial decrease. Due to undesirable results, I was granted permission to extend contracted visits. Each visit we discussed the need to continue as results were staying stagnant. At no point was I 80% or more. In December I had the first discussion with the nurse regarding an assessment for why the hair was not on track. I was instructed to go to the doctor for labs and assessment (sent). My provider stated none of the labs would be indicative of why I have not had results. I was started on ************** to try and help. I took as directed then came for the next laser appt. I again was told I should extend or assess differently. At this point they tested the hair for red tint (by appearance it still seemed treatable). Only after the nurse put the hair to the light was it determined to be red tint. This was the first time this was done. I then had a discussion that I would not want to continue if it never would treat as needed. If red hairs were discussed I would have stopped at that discussion vs appt after appt. Thoughts: *continued heat increase *continued to double pass *Pics show its not 80% *only one nurse assessed to say it was abnormal to have such growth after extended treatments. I was made to feel progress was normal *I also paid for extended buttock and that was never done but once (and shown on documentation)
Business Response
Date: 09/26/2024
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 1-800-707-2807
Initial Complaint
Date:09/24/2024
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.
Ideal image was running a promotion of buying four cool sculpting treatments and get two free. I signed up for a consultation. This consultation was done via video and not in person. When I met with the consultant, she informed me that two of the areas I wanted treated are not options available with cool sculpting so I decided to purchase just two treatments of my under chin area. When I went in for my under chin treatments, I met, of course, with a professional who does the treatments and she told me that the two areas that I was told cannot be done actually are available. I asked them to upgrade my package from 2 to 6, which would include two free treatments like I was supposed to get originally. Their online system does not allow them to do this so Naty talk to the store manager who said she did also did not have any way of fixing the mistake. Ultimately, I wrote a letter to the corporate office but as of yet I have received no reply. It was the mistake of their on video consultant that I did not get the package that I needed to begin with and I would like this fixed.
Business Response
Date: 09/25/2024
The client is requesting a promotional offer that is no longer available. We are happy to assist with a discount towards the purchase of additonal cycles with our current promotions.

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 1-800-707-2807
Initial Complaint
Date:09/24/2024
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 go get a 4 section of cool toning at ideal image when they first tried to convince me to do it they said I only needed 2 seasons I went ahead and got all 4 for better results , after I did my 2nd session the lady told me I would need 8 sessions thats the usual everyone gets she says I asked if I could get a quote and a discount for the other 4 sessions but something told me to wait till the first 4 were done on my fourth session I realize theres no result but waited to see if they would maybe be mindful talk to me see if we could figure something out they before I left that afternoon. Nothing they didnt say a word just asked if I wanted to buy the other 4 I was upset left didnt say nothing. Called them explained my situation how Im unhappy w my results cause there is none really I just look the same they tell me I signed a paper saying everyone body is different and they are not resposible for my results. Tried to dispute it and they denied it. I dont want more messages because I doubt they do anything if the first 4 didnt even do nothing I just want a refund. I can settle for paying only half due to them doing the service anyways.
Business Response
Date: 09/25/2024
This client has treated her contract in full and therefore full payment is required. *********** agreement does not offer a guarantee of results and states that additional treatments may be needed in order to obtain desired results. We will continue our collections efforts as advised in your service agreement to included third party collection attempts
Customer Answer
Date: 09/26/2024

Complaint: 22331509

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:09/20/2024
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.
Almost 3 years ago. Laser hair removal on for 5 body parts. They are guaranteed 100% satisfaction or guaranteed money back. I have made numerous calls left voicemails for the management to call contact me and they have yet to do so Ive been trying to contact them for over 2 1/2 years. They will not return my call I dont know what else to do, my next action is contacting legal aid to assist with situation. All my hair grows back on all parts of my body that where treated They have canceled treatments due to no staffing. Theyve canceled it appointment when I was the 3/4 of the way there and its two hour ride for me one way I deserve to have treatments done to take care of the unwanted hair, this is the reason why I paid out of pocket to have these treatments and was told your a great candidate and will have successful outcome of treatments, your hair is dark enough and its thick. You wont be disappointed the lady who gave me a consult. Before I signed off on the contract she was 100% sure I would have great results. During treatments they ask if I notice any hair reduction and I said No barely very little I have even had severe ***** that where red irritated and extremely soar blistering like circle marks all around my Brazilian area took over 8 days for them to go away. I have pictures-I have file documentation. Contract documentation. I would prefer for them to contact me personally and set something up that is appropriate and in good clause on their end of contract. My next action will be contacting my attorney ******** *****. Respectfully, ***** ****** ************ ***********************
Business Response
Date: 09/21/2024
Ideal Image Offers no guarantee or warranty on any of our services. Please review section one of the Terms and Conditions in your service agreement(attached)

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, *******************. 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:09/20/2024
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.
The worst. **** ************ was a complete joke they my deposit of $475 and then told me I was not a candidate and was promised a refund. They gave me the number to Health Finance direct ************ who told me they did not have the refund request only an adjustment. I did not finance this it was paid by my credit card. This finance company told me they are not responsible for refund. The person who took my deposit from y master card was ******** ************. They are scam artist at the colleyville, ** location.
Business Response
Date: 09/20/2024
We utilize a third party lending service- Cred Compare- this is where you as the client would have entered your information for credit. Based on approval, you were linked to HFD. Your payment was taken by HFD. We have issued Refund via Cred compare. Since we do not work directly with HFD portal, there is 21 business day wait period on all refunds back to HFD via Cred compare. This client was advised that, and was also advised by *** that she would have to wait according to our guidelines. Refund has been issued, there is no further resolve needed

Customer Answer
Date: 09/21/2024

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,

***** *****

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Ideal Image is NOT a BBB Accredited Business.