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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I visited Ideal Image in hopes of getting rid of my stubborn belly fat with CoolSculpting. When I was speaking with one of the employees there, she stated that I would need two rounds of CoolSculpting. However, I was hesitant to sign anything because, you know, people lie. She reassured me that I could cancel the second session with no issues and that their company is different from others where you have to sign contracts.Unfortunately, I believed her and signed anyway. After the first session, I saw NO PROGRESS at all. None whatsoever. Since the lady had told me I could cancel with no issues, I called to cancel the session. That's when the issues started. They told me they couldn't do anything because I had signed a contract. My mouth dropped because I believed the lady's lies. She trapped me into signing it by providing false information and false advertising. I was in disbelief.They took forever to call me back, "trying to come up with a solution." They offered me laser hair removal as a replacement for CoolSculpting. I barely grow hair and didn't need that service. They proceeded to lie and state, "Since we offered you a good deal, if we charged regular price, it would be more than $7k." I'm not sure why they couldn't just pretend to charge me for one session with that deal.Now I am stuck with a bill of over $6k for a session that didn't even work and a second session I NEVER did. After seeing a few reviews, it seems like this is what they dosteal people's money. I would honestly like my bill cut in HALF since I only did ONE session. I was lied to and convinced I wouldn't have an issue canceling. Very disappointed with how they handled everything. They need to stop lying and telling people they can cancel.

      Business Response

      Date: 06/13/2024

      This client is associated with a Franchise location.  Please contact the franchise owners at: **************   For assistance with your concerns

      Customer Answer

      Date: 06/13/2024

       
      Complaint: 21841926

      I am rejecting this response because: this was the listing that I picked for *****************. THEY DO NOT HELP YOU!!!!! They do not care!!! This business is a scam! I spoke with another company and they informed me that cool sculpting provides NO results.  

      Sincerely,

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

      Business Response

      Date: 06/17/2024

      This client is associated with a Franchise location.  Please contact the franchise owners at: **************   For assistance with your concerns

    • Initial Complaint

      Date:06/12/2024

      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 called in to get a quote. I provided the radio information but I wasnt given the radio discount which I thought was a part of the online inquiry but wasnt a part when the consultant called me and gave me the price. Nonetheless I agreeed because I needed the service done asap for surgery. 4 days later they are offering an even better summer discount offering a free area in addition to prices lower than I paid. I called to so they can address this issues and allow me the discounts I thought u thought I was being offered

      Business Response

      Date: 06/13/2024

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

    • Initial Complaint

      Date:06/10/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 14th I did a video consultation and was very excited to get laser hair removal since its been about 10 years since the last treatment. I even paid $141.12 to hold the first appointment, which was canceled for other reasons. A couple of weeks later my husband who is the main provider, lost his job. I called today, June 10, to try and cancel because the timing is not right as of now. It would be too insensitive to be vain and selfish at this time! Instead of a resolution, she said I had 3 days buyers remorse to cancel and she cant help. Well I dont have buyers remorse, but I do want to be financially mindful for my husband who seems to be having a hard time getting another position. The rep did not seem to care if we cant make any payments. I have yet to receive any treatments. She sent over a copy of contract and no where did it mention 3 days buyers remorse, which should be illegal especially if I havent started services. And so this is my formal complaint. They need to have a little more compassion on my situation and others who are going through a financial hardship. Please do the right thing and cancel my contract.

      Business Response

      Date: 06/13/2024

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

    • Initial Complaint

      Date:06/09/2024

      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 signed up for a package deal with ideal image 4/28/2023. This included coolscupting of my chin, lip fillers and laser hair removal. This package cost &*******. I was promised to be scheduled very soon since I was graduating college and had events and high school reunions coming up in 3.5 month. I was unable to schedule for a few months and missed my graduation and reunion due to them not having a provider. I asked for a refund since they could not provide the service. They told me no to a refund and that I could drive over an hour to their other clinic in another town. I could not commute with my hours and children so I waited months for a provider locally. I had a few sessions of hair removal and cool sculpting when that provider quit. I waited again months for a new provider. I had a couple more hair removal sessions and then that provider quit as well. I rescheduled for this coming Wednesday the 12th but just received another email saying they no longer have a provider and will reach out when they do. My hair removal is no where near completion and keeps growing back between sessions. They do not return emails or calls. The sales lady who talked me into and sold me the package promising it before my graduation and reunion conveniently no longer work at Ideal Image. I just want my money back so I can go to a place of business who has a provider to provide me services in a reasonably time reliably.

      Business Response

      Date: 06/10/2024

      We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

      Customer Answer

      Date: 06/10/2024

       
      Complaint: 21825454

      I am rejecting this response because: As requested, I called Client services. They took my name and transferred me to the local clinic at 1304 on 6/10/2024. No one answered as there is no staff and the clinic is closed. I called back and at 1304 spoke with Client services. They said that I had completed 5 cycles of hair removal and this fulfills the contract. No where in the service terms I was sent does it state this. I attached the service terms.  In my service terms it states 15 sessions/cycles had been paid for. Ideal Image is unable to fulfill the terms of my contract due to no provider and the clinic being closed. This is not the first time this has occurred that there was no trained staff to perform my services. No attempt to resolve the issue was made in part by client services other than to email the local clinic on my behalf. I have a large amount of visible hair in the areas I paid to have removed per my contract. Over $3000 dollars for hair removal that is not and will not be able to be completed. Providers continue to quit the company looking for a better culture elsewhere which in then turn also leaves the clients without services provided. 

      Sincerely,

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

      Business Response

      Date: 06/13/2024

      This client is considered fully treated per her service agreement. Page 3 section 3 as follows: 

      ) For laser hair removal services based on five (5) treatments and four (4) zero cost touch-**** if treatment service has begun, you
      will receive a refund in the amount of the total service fee price we received divided by five (5) treatments then multiplied by
      the number of outstanding treatment services from the 5 treatments, less $100;

    • Initial Complaint

      Date:06/08/2024

      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.
      They enrolled me into a payment plan called PatientFi for 8 sessions of laser hair treatment. They are gonna start charging me anytime soon the first payment date was yesterday. They have already canceled my appointment twice with a very weird short notice just before the treatment like we are canceling todays appointment because we need to evacuate the building so we are closed. It has already been more than a month and I havent got a single session. They are not receiving any phone calls even during the office hours. Same incident happened to other customers also. It is clearly a scam. I want the refund and I want to end this Patient Fi payment scheme they have me enrolled into and cancel all the contracts with them.

      Business Response

      Date: 06/10/2024

      We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

    • Initial Complaint

      Date:06/07/2024

      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 received a consultation for ultherapy. I was told I would not be charged for anything until services were scheduled -the rep sent me a link to patient fi as an option for financing and for a prequalification but I wouldnt be charged until I was in the office ready to receive the service, if I even decided to move forward. In the end, I opted to not have the service done at all.. Well. I just received a bill from Patient Fi for $1000. When I called Ideal Image, they told me to take it up with patient fi. When I told them I already spoke to Patient Fi (who told me Ideal image would need to refund them, they told me oh well we need to talk to the person that consulted you to get your money back Sounds like a SCAM. There is no reason I need to wait for a phone call to get my money back for something they shouldnt have charged me for in the first place. I cannot believe I was charged before even taking to my local office. I need this to be refunded to either myself or patient if asap or I will need to get an attorney involved.

      Business Response

      Date: 06/10/2024

      We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

    • Initial Complaint

      Date:06/05/2024

      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 have been there customer for 3 years for ********************** hair ********************. They were very nice in the beginning like any other business seeking customers, until there is a problem. In one of my sessions 6 months ago they did wrong intensity laser treatment and burnt my lip which left a dark spot on my upper lip. I went to the dermatologist for treatment and they prescribed hydroquinone. After 3 months no improvement, and my lip is ruined for life. I went to ideal image and told them the issue. They gave me some ointment for burn which didnt help. So they basically didnt care about anything and i didnt sign a contract that says my lip can be burnt with the treatment and i should just **** it up as i was seeking laser treatment. No accountability was shown from their end for messing up my lip. I feel so powerless. I want them to reimburse me the money i spent on getting my lip treated, and for not using right laser power. I want full refund as the treatments i got had not done anything to my face. Its temporary and only lasts for a few months and hair grows back normal.

      Business Response

      Date: 06/05/2024

      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:06/04/2024

      Type:Sales and Advertising 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.
      on 7/5/23 I was offered a service agreement at their *************** location for laser hair removal. The terms of the agreement were that services were to be provided over a 16-month period, limited to 15 sessions. My last service visit was 12/8/23. I had completed 3 treatments as of this date. On 12/15/23 I received an email their *************** location was closing down and I had the choices to drive 1hr south or 2hrs north to their next nearest locations. I am not able to travel to either of these locations. My electric bike only has a 50-mile radius. Both locations to and from are well over 50 miles. ***** the business location closed down I feel I should receive a refund. No business should ever close down in the middle of services being provided without refunding their customer for ******************** not rendered. I spoke with their corporate location a couple of times and they are refusing to refund me. The total amount I paid them with my **** card was $1249.00. When speaking to the business manager I tried to come to a prorated agreement for the refund amount and she refused this. According to their policy you do not see results until closer to the middle to end of treatment. The amount I paid also included a membership program in which I clearly cannot take advantage of being the business closed. Considering this and all I have been through I am requesting a full refund of $1249.00. The business location I signed the agreement at closed. I would not travel to Naples or ******** for any services, if this was the case I would have never agreed to pay them. I have attached a copy of the agreement I made with them - no signature. Also attached a copy of my credit card statement showing the $1249.00 charge on 7/5/23.

      Business Response

      Date: 06/05/2024

      This client is associated with a Franchise location.  Please contact the franchise owners at:   *************** For assistance with your concerns

      Customer Answer

      Date: 06/06/2024

       
      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,

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

    • Initial Complaint

      Date:06/04/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In April, I went into Ideal Image for a consult on Coolsculpting. I have never done any kind of cosmetic anything, but I certainly knew this is a sales consult. I ended up scheduling 2 rounds of botox, one of which was completed that day and the rest for a future visit. I had a consult for the Coolsculpting with a very experienced tech who was training a new employee that day. She made a point of saying which size unit I needed and I paid and had two appointments scheduled.I arrived for my first appt and was standing naked in front of a different tech who specifically states that the second appt is where the most results are seen and then says the first tech was wrong and I the size unit I paid for would not give me the best benefit and I really needed a different size and would have to pay additional charges for the second appt. I was not able to make any kind of decision or ask any question while in that comprising position and had the procedure done and left When I called the national office to ask about the error, I was told that it is specifically in the contract that the second tech is the one who makes the determination re size.I believe that this is a frequent ''mistake'' . I think this business practice is shameful an unethical. I am forfeiting my membership fee an my additional botox treatment as I will not be returning to this business. :

      Business Response

      Date: 06/05/2024

      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:06/03/2024

      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.
      First I had a zoom consultation with a lady from *******. She explained the whole process to me and told me it would transform my life. The cool sculpture would freeze my fat and it would just disappear. She sold me a scam. The more I thought about it and heard about it from other people, I decided to change my mind. I called the location in *****, ******** and I talked with them October 26, 2023 about canceling my sessions. I was told that that wasnt an option And regardless if I did the sessions I would still be charged. So I made my first appointment September 16, 2023. I went back November 9 for my second session in *****. They finally had someone trained that was able to do it in *******, ******** where I live for my third session which was November 16, 2023 at that time the lady told me that if I didnt see results within 90 days to call them on February 16 of 2024. Thats what I did and I had to talk with the management on February 27 of 2024. I spoke with her about my situation and not seeing any results she then told me that she would get a hold of the people higher up in the business and talk with them about my situation. While I was there talking with her, she told me that I wasnt the first to complain about the cool sculpting not working and then that was why they decided to bring in a consultant onsite rather than zoom to discuss with people further and let them know whether it would work for them or not. So *********** was very aware that this was happening to more people than just me. My total cost for this is $9580.05 and I dont look any different, my stomach area where I had my 3 sessions done looks the exact same. I weigh the same as when I started. I do not have pictures but the company Ideal image has pictures in my file at their facility. I feel like I should be compensated for being lied to and scammed into this procedure. They are continuing to sell people dreams that will never come through. Its sad and that is a lot of money for nothing.

      Business Response

      Date: 06/05/2024

      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

    Ideal Image is NOT a BBB Accredited Business.

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