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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

    • 1,411 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/22/2024

      Type:Sales and Advertising 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 entered into a contract with Ideal Image - Peoria AZ in 4/2021 in **. I moved to ** in 08/2022 moving my mother into a nursing home. I called and told Ideal to cancel my membership for 2023 forward. They did not. I never received any communication from them until 04/2024 and I got a bill for $299. They said I never answered their communication. There was not any. So again I am out $299. I contacted the Company again and changed Credit Card numbers.

      Business Response

      Date: 06/24/2024

      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 ************** option 3

      Customer Answer

      Date: 06/24/2024

       
      Complaint: 21887445

      I am rejecting this response because:

      Ideal Image is not acknowledging the fact that I cancelled my 2023 membership well in advance of 30 days at their ************* in **. Additionally on my first call regarding 2024 they said they sent me communication regarding the membership, they did not. Their offer to resolve is a product and I am not interested in doing business with them. The person I spoke to was definitely not helpful and not interested in a resolution. 


      Sincerely,

      ******************

      Business Response

      Date: 06/25/2024

      We apologize for your experience. The membership has to be cancelled within 30 days of purchase to be eligible for refund.  We are happy to offer credit for the value of this purchase however, refund is no longer an option

      Customer Answer

      Date: 06/25/2024

       
      Complaint: 21887445

      I am rejecting this response because:

      Hard to respond in 30 days without your company doing what they said they would do. I didnt know about the charges until I received my bank statement.  I have no respect for your cavalier attitude. I received NO services, you choose to not act on the fact that I cancelled my membership and you continued to charge me. Quite the scam. 


      Sincerely,

      ******************

    • Initial Complaint

      Date:06/20/2024

      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.
      I meet with a sales person and she had a nurse come in. I was given information that was flase. I was told I could lose up to 2 pants sizes, I was told I would at least lose one for sure. I had the service and ask the nurse a few more questions. I had called and told them that I did not receive Something that they told **** would get for my stomach. They then called trying to change my appointment.I told how unsatisfied I was. She told me she would have a nurse.Call me back again I was Different things than the nurse.I did my procedure in the nurse that I met with during the first consult. They'd never told **** had an option of getting another service rather than the one that I already had paid for. They have me come get it after they try to change the appointment becaue thry change every appointment i had. I had the second treatment got diffrent things done and massage from nurse at first producer. I went in for final consultation and told how I was misleading and unpleased and felt gaslighted. I was told I would get a call about a refund within 24 hours and called and again was told something different. Was then told 72 hours. Everyone tells u something different and I believe this is because from the start you are lied to.

      Business Response

      Date: 06/24/2024

      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 ************** option 3

    • Initial Complaint

      Date:06/20/2024

      Type:Sales and Advertising 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.
      Purchase Botox schedule an appointment was denied service when arrived. Never offered to reschedule. I had units of ***** left along with money in my account Manager and corporate refused to reschedule my appointment or give refund Leaving me out of the Botox I purchased and the money I spent. This place is a scam.

      Business Response

      Date: 06/24/2024

      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 ************** option 3

    • Initial Complaint

      Date:06/20/2024

      Type:Sales and Advertising 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 misled signing up for contract length. I signed up for a 16 month contract of which I thought the treatments and payments worked together. I was unable to reschedule appointments and no one called me back after *** left messages to reschedule as well as the app was not allowing me to schedule. Ive expressed this with Ideal Image of ******* several times. They refuse to allow the last two or three treatments although I had not completed all the treatments and the financing is apparently a 30 month separate contract on it. They tell me I can pay to do touch **** but refuse to finish the last two or three treatments.

      Business Response

      Date: 06/24/2024

      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 ************** option 3

    • Initial Complaint

      Date:06/19/2024

      Type:Sales and Advertising 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 had a consultation with ideal image initially in 2021. I was interested in the cool sculpting procedure. The sales representative told me that I would have to first put a down payment then finance the remaining amount. I mean oled the same sales representative to cancel the procure a few days later and she ignored the request. About 6 months later I received a notification that there was a credit line of $2000 opened under my name by ideal image. I closed the card and told them I do not want to do business with this company. Now years later I am being harassed by debt collectors. Ideal image is nothing but a bunch of scammers. I have never had a procedure done there. Right after I agreed to the cool sculpting initially, I found out I had cancer and needed a procedure done. The sales rep was more than happy to answer my emails when she wanted to get money out of me and after I couldnt get any response. When I called and talked to a different rep on another day, they were extremely rude and un compassionate.

      Business Response

      Date: 06/20/2024

      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 ************** option 3

    • Initial Complaint

      Date:06/16/2024

      Type:Product 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 received botox on May 5th by an fairly new injector at the ****************,** location. I then had to return less then 2 weeks later to another location ( ***************, ** ) to get a "spock" brow fixed. By June 5th all botox had worn off due to misplaced treatment on May 5th.I called customer ******************** to complain. They had a manager from **** of ******* call me back he apologized and that's it. I spent $600 of my hard earned money and did not get the services I paid for due to the inadequate skills of a new employee. I should not have to bare the burden due to this company not hiring properly trained staff. I'm requesting a refund.

      Business Response

      Date: 06/17/2024

      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 ************** option 3

      Customer Answer

      Date: 06/17/2024

       
      Complaint: 21857198

      I am rejecting this response because:

      Sincerely,

      *******************************

    • Initial Complaint

      Date:06/14/2024

      Type:Sales and Advertising 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 spent 1300 on BBL skin lasers here on 03/29. I told them I had a death in the family and had to leave in the middle of the month and I needed the appointments before then. They assured me that they would be able to get me in before that. I called on Saturday and asked for a refund because I had to leave. they miraculously ended up being able to get me in this week. I had an appointment Wednesday for my chest and face and I was supposed to have an appointment today for my shoulders and arms. I got my chest and face done Wednesday. I have gotten these lasers done in the past and I called and advised I didnt get the same reaction as the past. I advised *** my skin didnt get red, it didnt feel like sandpaper and it wasnt starting to coffee ground. she kept saying that I wont see coffee grounds for 1-2 weeks. I advised in the past the texture of my skin was different and I was seeing the coffee grounds after a few days. And I was supposed to get dry. i asked if its possible the settings werent as high and she replied that they have to keep the same setting for everyone (which isnt true) she acted super unprofessional and said I know what Im doing!. Ill just cancel this appointment you have for your Arms and shoulders today..(bigger more expensive areas I paid for.I have waited WEEKS for this appointment and missed out on family time for them to treat me like s*** and not take my concerns seriously. I want my money refunded! They didnt do the services I paid for. . you dont treat people like that! . when I asked for a refund for the services I didnt receive- she wouldnt give me a refund. she said refund has to be approved and her manager doesnt get in until Wednesday because of a family emergency I felt like they took my money and treated me bad right after. however they didnt finish out my treatment. Id like my money back.

      Business Response

      Date: 06/17/2024

      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 ************** option 3

    • Initial Complaint

      Date:06/14/2024

      Type:Product 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 took out an Ally loan to finance an Ideal Image laser hair removal package consisting of full bikini and underarm areas in May of 2022. It was almost $5,000 that I paid over the course of 18 months and I went to all of my scheduled appointments. Im now growing hair back just as frequently and just as coarse in my underarm area. Im also growing hair back in my full bikini area, although it is less frequent and less coarse. I would like to request at least a partial refund, since my laser hair removal package did not meet my expectations, and I dont have the money to spend on touch *** for something that should have gotten rid of the hair in the first place like the salesperson assured me. I felt like I was talked into purchasing a package without the reassurance that it would get rid of all the hair permanently. This business doesnt provide the quality of service for the amount of money that is spent.

      Business Response

      Date: 06/17/2024

      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 ************** option 3

      Customer Answer

      Date: 06/21/2024

       
      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. *****************************, the clinic manager of the ************** location, met with me today and offered me 2 free touch up sessions for both bikini full and underarm laser hair removal. She put this in my profile notes which should indicate to the front desk that I will not have to pay for my 2 touch up sessions.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:06/14/2024

      Type:Customer Service 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 signed a contract with Ideal Image back in February 2024. Since then I only received 1 service in March 2024. I am financing my service and I've been paying with no services rendered. They say they will not cancel my contract or give me back the money I already paid. My appointments have been cancelled and I haven't received any service.

      Business Response

      Date: 06/17/2024

      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 ************** option 3

      Customer Answer

      Date: 06/17/2024

       
      Complaint: 21849441

      I am rejecting this response because:

      Sincerely,

      Wlehglowdieh *******

    • Initial Complaint

      Date:06/13/2024

      Type:Product 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 from Ideal Image for laser hair removal and Botox in April for $2411.40. Ideal Imagine determined that they could not perform the laser hair removal and asked to cancel the service. I told the representative that I was only getting the Botox as part of the package that had been offered to me and wanted them to cancel and refund the full package. I was told that would be no problem. I had to follow up multiple times about getting a refund and finally got a refund for $1668.08 on May 10. I have been calling repeatedly about getting the remainder refunded and was just told that they refuse to refund me the remaining amount. I expect a full refund of the entire package. Because they unable to perform the primary service, I am not interested in receiving the other services. I would like a refund for the remaining balance of $743.32.

      Business Response

      Date: 06/17/2024

      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 ************** option 3

      Customer Answer

      Date: 06/18/2024


      Complaint: ********

      I am rejecting this response. I called the number as requested and was told that someone would give me a call. Until I understand whether they plan to provide a refund, I cant determine whether the issue has been resolved. 

      Sincerely,

      *******************************

      Business Response

      Date: 06/19/2024

      I apologize for the confusion, we will contact you directly

      Customer Answer

      Date: 06/24/2024


      Better Business Bureau:

      Ideal Image agreed to refund the remaining amount in reference to complaint ID ********, and this resolution is satisfactory to me.

      Sincerely,

      *******************************

    Ideal Image is NOT a BBB Accredited Business.

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