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:09/19/2024
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.
On 09/14/2024 I saw an advertisement on ideal image website that lead me to believe that ***** AND ****** were priced at $8.90 per unit. I decided to choose ideal image mainly because of the price. I arrived for my appointment And got ***** injected into my crows feet area. Everything was going well until I was told what my total was. It ended up being almost $13 per unit, which Is not what I was led to believe the price was. I realize this after the services were rendered, and was too embarrassed to bring it up at first, but at the insistence of my niece, I went back and spoke to them about the misleading advertisement. I was told she was unable to do anything and that she would contact, somebody that could help me. I was never called or emailed in regard to this so on 9/18/2024 I called the location back to see if there was any updates. I was told that they were unable to do anything and then given a number for somebody else. I contacted that person at a different location and she did nothing to try to remedy this issue. I do not live in the area and was simply visiting my nieces, so I have only been able to be in contact with them via phone calls at this point. Which I feel are getting me nowhere. I was told after speaking with someone that the advertisement stated that $8.90 was the starting price, But in my opinion, the advertisement is very misleading and I wasnt given what the total price was until after the service were rendered so at that point, I was unable to decline services because of the price.
Business Response
Date: 09/20/2024
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:09/19/2024
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.
Im an extremely unsatisfied with the treatment I received from ideal image. I paid $5,000 for laser hair removal and after 8 sessions. My hair growth is the same. I even have hair growth in areas I never had hair grow. I would like a refund for the services.
Business Response
Date: 09/20/2024
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: 09/20/2024

Complaint: 22309469

I am rejecting this response because: they already called me and the resolution they offered did nothing. I would like a refund. The services I was provided was not met. I spent $5,000 and the treatment did not work. I as rushed to sign the contracts I was initially sent. I was promised results that I did not receive.

Sincerely,

***** *****
Business Response
Date: 09/23/2024
Based on treatments received, this client is fully treated and not eligible for refund. We have offered in clinic assessment to discuss results and go over treatment options to improve results
Customer Answer
Date: 09/23/2024

Complaint: 22309469

I am rejecting this response because: even though I got 8 treatments, they did not work. I was willing to keep trying to see if the treatment would yield results but didnt.

Sincerely,

***** *****
Initial Complaint
Date:09/19/2024
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.
Unprofessional, supervisor are very nasty for no reason, they refuses to cancel my account even though its only been open for a few days. They do not acknowledge payment arrangements made with the *** company. They show lack of knowledge and lack of support. I would not recommend. Remember things that come easy aren't worth it I wished I used that in this situation. They refuse to refund me after not providing services. I asked to cancel the second contract a few days after I opened it which means my account was current and not past due and they refused to close. I then asked Dif they place it on hold until my first account is caught up and they refused to do so. They have you sign a contract without knowledge of anything they state to you AFTER you SIGN and they GET YOUR MONEY. They take people money and do not own up to their faults. I want a full refund and for my contracts to be closed. They trick you into signing a contract and then change the terms after you sign.
Business Response
Date: 09/20/2024
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: 09/20/2024

Complaint: 22308963

I am rejecting this response because: I have called corporate and they was not helpful at all. They claimed they would put a report in for the supervisor but never gave me a complaint number or even asked for the person name or exact location so its clear a report is not being made. I've Called numerous times about this same issue.

Sincerely,

Tyshauna Bishop

Business Response
Date: 09/20/2024
A complaint was filed against the clinic regarding center etiquette. We have documented and addressed the issues. We do not provide follow up regarding employee complaints.

We are happy to discuss your concern and will away communication from you
Customer Answer
Date: 09/24/2024

Complaint: 22308963

I am rejecting this response because: i have called tp reach out numerous times at the1-800 number but no one has answered. I would like one my accounts to be closed

Sincerely,

Tyshauna Bishop
Business Response
Date: 09/25/2024
We will contact you directly
Customer Answer
Date: 09/26/2024

Complaint: 22308963

I am rejecting this response because: i will await your call. Hopefully there can be some resolution or agreement

Sincerely,

Tyshauna Bishop
Business Response
Date: 09/30/2024
It is our understanding that this matter has been resolved
Initial Complaint
Date:09/19/2024
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 reached out to IDEAL for a procedure. (Botox). It would cost $1200 with a deposit of $600, which I paid, and for 6 instalments payments of $150 (2-3 has been debited). I live in Manassas, VA. The procedure was scheduled to be at Gaithersburg MD office.

Prior to my appointment date, I called and cancelled for medical reasons. I am diabetic with cataracts, the cataracts procedure was cancelled by the doctor for medical reasons, AIC been too high. I got a letter from my doctor that I should not undergo any procedure until I bring down my A1C number.

I forwarded this letter, see attached, to IDEAL. I was informed that the letter should suffice on medical grounds, for reason to cancel the procedure. It's been over 3 months and i am yet to receive my refund.

I did reach out to one of their associates, *************************** ***************************, and she pleasantly informed me via email that it will be resolved. I sent a further email, but did not receive a response.

I am at wits end. Thank you.
Business Response
Date: 09/19/2024
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:09/18/2024
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 spoke to ****, who referred to herself as a manager, about if I was a good candidate for a cool sculpting and told her what my desired results would be. She said Id be a perfect fit and said minimum is 25% reduction in the area treated. So I signed up and the total cost was $3800. For me, a minimum of 25% up to 50% reduction in the lower abdomen sounded great and worth the investment. I went through two rounds, but one of the rounds was very different from the other. I believe that round didnt take at all because there was a sucking sensation and when that occurred again, they said it popped off, and adjusted the machine. They didnt adjust the machine the first time it happened. Anyway, I waited six months and kept expecting to see results. What I did see was very minimal at best. I contacted them and went in for a consultation and they basically said that because I had about 10% results that was considered reasonable. Never did they tell me 10% was the minimum! I would not have signed up for $3800 for only 10% results. Ive tried customer service and because they again mentioned the 10%, they will not offer any kind of refund and when I suggested perhaps another round because maybe that one round did not take, they would not offer that either. Terrible customer service and now Im making monthly payments on something that was just not worth it and they were not honest with me upfront. Of course, the new manager has apologized several times that they werent as clear as they shouldve been and said they should have done better. Yes, I was blatantly lied to in order to get my money.
Business Response
Date: 09/19/2024
Cool Sculpting offers a reduction of UP TO 25% of fat cells in the treated area. Multiple treatments are needed in order to see results. We offer no guarantee of results with any of our non invasive procedures as results can vary from person to person. This, along with all risk and associated information in found in the service agreement you acknowledge at purchase.
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: 09/19/2024

Complaint: 22306735

I am rejecting this response because: I have already spoken with customer service as well as the current office manager, ****, and was told nothing could be done on your end.

Sincerely,

****** Ranalli ******
Business Response
Date: 09/20/2024
We have not been successful at contacting this client regarding her Complaint. Her last conversation with Client support was Jun 2024. The client is full treated and not eligible for refund based on policy however we are happy to discuss other options available
Customer Answer
Date: 09/23/2024

Complaint: 22306735

I am rejecting this response because: I spoke with the manager and customer service in JULY. Also went into the place of business in JULY. I spoke with the manager who said she couldnt do anything but maybe customer service can. Just spoke with a customer service *** TODAY after leaving a return message on Friday Sept 20th, and customer service is now suggesting I go back and talk to the manager because they cant do anything. So apparently no one can do anything and they keep pointing fingers back at each other.

Sincerely,

****** Ranalli ******
Initial Complaint
Date:09/18/2024
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 made an online inquiry with this company about a cool sculpt procedure. They called and arranged a zoom consult, during which I was told I was a candidate and if I booked and paid for the procedure right then, I saved money. I booked and paid ******* at that time. In the coming days, I went to my appointment at the physical clinic location in my town of *******, **. The nurse was nice and took me to a room for the procedure. She quickly noted that even though I had a face to face zoom meeting, the consultant was wrong and I was not a candidate for the procedure BUT, WAS a candidate for a DIFFERENT procedure. I was escorted to the front office, told I owed an ADDITIONAL ****** , which I paid, was then booked for another day and sent home. When I arrived home, I realized that I was ONLY given a ******* credit towards what would have been the new now recommended procedure. I called to find out why and NOW they are saying there is ALSO a membership fee which I was NEVER told about. I asked for a FULL refund since I had spent less than 5 mins talking to a physical person tgat day at the clinic and NO SERVICE, NONE was EVER given. They said ok and we got off the phone. The next day, the 1 800 number calls me and says they won't refund any money at all. I received NOTHING from them and they have STOLEN $2149.00 from a grandmother raising grandchildren !! How is this kind of theft legal ????
Business Response
Date: 09/19/2024
We offer a period of 72 hours on all purchases in which we will provide refund. Our time stamp record shows a call was made into our company 4 days after her second purchase( in question) and 12 days after her original purchaser to inquire about the credit amount and request refund. For this reason, refund would not be an option.
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: 09/19/2024

Complaint: 22304143

I am rejecting this response because: ************ has misrepresented the services to be provided, along with their policies from the beginning. I had a face to face zoom consult in which I was told I WAS a candidate for the cool sculpt procedure to freeze fat for permanent removal . Then I'm told in order to receive a "discount " I must pay then and there to set an actual appointment, which I did. It turns out at that time I was also charged a ****** "membership fee" that I was NOT informed of. Then, I get to my appointment only to find out the zoom consult was a farce, I in no way have any fat on my face but DO qualify for a more expensive procedure. I'm quickly escorted to the financial office where I paid even more money. When I look at charge card statements a couple of days later and realize there is a ****** difference I call in and at that time they FINALLY say there is a "membership fee." At this point, I can tell this is a very dishonest business and demand FULL refund (on the original form of payment)as I had received NO services or goods from them whatsoever.
The next day they call to inform me that , out of ******* they will ONLY refund the ****** membership fee, the rest they will leave as a "credit " on my account.
I am demanding a FULL refund again as I WILL NOT trust my face or any other body part to a company that has misrepresented themselves all along. They use lasers that are potentially deadly and they are so dishonest, I doubt that everyone at that business has the proper license or certification to use the high powered equipment that they do. There are laws in **************** to protect people from businesses that have misrepresented themselves and simply asking for money back that the company TOOK is something I have every right to do as I DO NOT trust them with healthcare of any kind at this point.

Sincerely,

****** ****
Business Response
Date: 09/20/2024
We have offered refund of the membership fee $299 as a resolution. The client has declined
Customer Answer
Date: 09/20/2024

Complaint: 22304143

I am rejecting this response because:I have asked for a full refund in light of the misrepresented services that were never performed. I no longer trust your company to perform these on my body and want all the money you took from me instantly returned.

Sincerely,

****** ****
Initial Complaint
Date:09/15/2024
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 paid thousands for hair removal of my face and chin. Completed 16 months of laser removal with no improvement. I opened a case and no one will follow up. I keep calling and the receptionist is telling that I have to pay $75 ( plus yearly lifetime free) to keep getting service. My before and after pictures look the same. How can they provide such an expensive service and not stand by their word?
Business Response
Date: 09/16/2024
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:09/13/2024
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 had my third BroadBand laser treatment on 9/4/2024. My face got burn by the device they used on me. I have blisters, redness and swollen on my forehead, burning and very itchy. I contacted Ideal Image manager, ****** on 9/6/2024. I emailed all the pictures and signed the refund release form. He agreed to refund me the two sessions that I didnt use. He refused to refund me for my third treatment that cause my face to burn. I paid four installments of $1,340. The manager only agreed to refund me $536 for the unused treatments. I am requesting Ideal image to refund me for the third treatments. The installment plan was very confusing. They charged my credit card $335 each month for four months. This practice is not reliable, no dermatologist available at the clinic.
Business Response
Date: 09/13/2024
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: 09/13/2024

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.
In order for the unused treatments to be refunded is to sign the release agreement. I need to close the complaint. They dont take responsibility for the damage they made to my face due to service already provided.
Sincerely,

*********************
Initial Complaint
Date:09/12/2024
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 signed a contract with ideal image on 7/12/2023 , services had been getting provided until July 2024, when I received an email that the office was closing and that any further communication needed to be sent to ****** partners, I never even knew my contract was sold, I always thought that my contract was with ideal image because that is who I signed my contract with. When I called ideal image about a refund, again they said contact ****** partners, which all ****** partners have done is sent a mass email saying we would all get services last month August with a new clinic. We didnt and havent received any further communication. All we have is an email to contact troika no other info. Considently, when I emailed Troika I started receiving scam text 5 min after both my emails that I have sent. I feel so scammed, because my services have been interrupted and my hair is growing like normal now & nobody is giving me an answer or a refund to continue my services. I am having to keep paying my payments on a service I never completed. I have not received the sessions I signed a contract for, I know they are trying to run the time for them to say that my 16 months are up and can no longer complete my services. I know many ladies here are trying to see what we do next, other people out$ 6k, others $4k& Im out $3,091.50, that is a lot of money for them to just scam out of people. All I want is to continue my services elsewhere. I hope they are not scamming other people.
Business Response
Date: 09/13/2024
As explained in the email provided to all clients: The clinic operating as Ideal Image Metairie was owned by ****** partners and not Ideal Image. Ideal Image served as a MSO for this location meaning we managed from an administrative stand point. ****** partners has since made the decision to separate from Ideal Image and rename/rebrand their clinics.
We apologize for any inconveniences this has caused and encourage you to continue communications with Troika and your local clinic for further assistance
Customer Answer
Date: 09/13/2024

Complaint: 22279700

I am rejecting this response because: neither ideal image nor troika has made efforts to continue my services. All ideal has been saying is contact troika and troika has not been answering emails anymore. I signed a contract with ideal image & I would like actions from one or the other, it cannot just be contact troika and know that they arent answering our emails. We are just sitting here waiting, my husband in the military will get orders to move our family overseas soon and I do not want to be stuck with nothing, because ideal image couldnt fulfill their part of their contract with the 3rd party they chose to associate with.
Sincerely,

******* ********
Business Response
Date: 09/13/2024
For clarification, your purchase and contract was under Troika, Troika was partnered with Ideal Image and in doing so used our name and likeness. We are no longer partners and is no longer using our name. Please review your contract and contact Troika for further assistance.

*****************************************, You can also call the local spa to be assisted with resuming treatment and any questions or concerns. We no longer have access to any of Troika's accounts
Initial Complaint
Date:09/12/2024
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 moved from *********, ** to *********, ** in November 2023. Right before moving I asked Ideal Image if I could transfer to the Ideal Image in ********* and keep my Lifetime membership in order to go to any Ideal Image in the Country. They told me yes and that they will transfer my info the the ideal image in *********. Upon arriving in ********* I tried to call to make an appointment with ideal image but was told they were bought out my Revive med spa. Revive med spa also told me that they will not honor my lifetime membership from Ideal Image and that I would need to buy packages from them. I never agreed to let Ideal Image transfer me to Revive med spa. I would have never given up my lifetime membership with Ideal Image, Ive been going there for over 10 years at the ********* and ************ locations and only had to pay $165 per session. They should have briefed me of the situation so that I could have stayed a member at the Ideal Image in *********, ** instead of tricking me into going to some place else. I tried to email them about my issue but they haven't responded. I would just like them to let me come back on my original lifetime membership that was agreed upon before I was tricked into the situation I am in now. Thanks
Business Response
Date: 09/13/2024
In November 2023, Ideal Image California locations were sold to a third party Spa(Revive Med Spa) We sent out communication to all clients with emails and address on file to inform and offer concession within a contractual 30 day period. We apologize for any inconveniences this may have caused. Your profile is now a part of Revive med spa however, you are welcome to establish a new profile and purchase as single session options in any of our Ideal Image locations to continue treatments with us
Customer Answer
Date: 09/13/2024

Complaint: 22277000

I am rejecting this response because:

Sincerely,

******* ****
Customer Answer
Date: 09/23/2024

Complaint: 22277000

I am rejecting this response because:
Ideal image California was sold to Revive med spa before November 2023 and I was never briefed that this was even going to happen by anyone, not via email either. I never would have agreed to leave ideal image and give up my life time membership, that makes no sense. I was asked to transfer to another Ideal Image and only an Ideal Image so that I could use my life time membership at any location. It is only fair that I am able to get the membership back that I paid for and have been on for over 10 years. I cant stress enough that I never agreed to go to Revive med spa and leave ideal image. I believe ideal image is being dishonest about the situation.
Sincerely,

******* ****
Business Response
Date: 09/24/2024
We welcome you to re-establish yourself as a client in any of our Ideal Image locations and treat per session to continue with touch ups. The locations in ********** were sold to a third Party, we are unable to simply resume/transfer these profiles as they are now owned by Revive med Spa
Customer Answer
Date: 09/25/2024

Complaint: 22277000

I am rejecting this response because:
I have been emailing ideal image briefing them of the situation that I am in and the response I always get is We no longer have your records because theyve been sold to Revive med spa. But yet I spoke to someone at ideal image yesterday and they told me the exact date of my last appointment with them and the date they sent my records to revive. So they do have my records. The person I spoke with offered sessions that would cost $700 per session for a full back touch-up. That offer is ridiculous because for the last 10 years I was laying $165 per touch-up for my full back and shoulders. That is the reason I think they lied to me and let me go to ********** without knowing ideal image was being sold. The person from ideal image also claimed that ideal image was sold to revive med spa on 11/1/23 which is the exact same day I asked to transfer to the ideal image in **********. Why would they not brief me of the sale? As client I should have been briefed on this. I never wanted to leave ideal image and forfeit my lifetime membership of $165 per touch up. I was tricked by ideal image and want them to do the right thing and let me continue with my lifetime membership with them. I cant stress this enough, I never agreed to leave ideal image and go to another company. If I would have been briefed by them of a pending sale I simply would have said do not transfer me. I believe ideal image is lying about this situation to keep me from the great membership deal I had with them. Thx

******* ****

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Ideal Image is NOT a BBB Accredited Business.