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

1,411 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.

Initial Complaint
Date:05/30/2024
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.
$2489 on 4-20-23 I paid Ideal Image for hair removal treatments. My original location was in ***************. After my 2nd treatment I transferred to the Naples office because customer service was horrible. They were giving me the complete run around for my appointment. I transferred my service to Naples, which is now an hour drive for me. I was not pleased but I had no choice. However, service was excellent until March 19, 2024, when I went in for my normal routine. The appointment was great until it came time to schedule my next visit. Their new customer service representative whos racist told me that I can no longer have Saturdays appointments. I asked her why. She told me *************** location is shut down for good and those patients have priority over me. I told her I would need to speak with her boss because I feel like I am being scammed out of my money at this point. She finally scheduled me for June 1st at 8:30 which is way over my contracted schedule but again what can I do. Today, 5-30-24 this same representative called me and told me that she needs to cancel my appointment for 6-1-24 at 8:30 because they have too many patients scheduled. Again, this appointment was made back in March and I am not on my schedule maintenance already because of this. Ideal Imagine is not fulfilling their obligations. I want a full refund and contract cancelled immediately.
Business Response
Date: 05/31/2024
We apologize for any misunderstandings. Your appointment is scheduled for 6/1 at 8:30am. Your previous appointment was scheduled at 6/1 at 8:50 pm. We needed to adjust you time slightly to accommodate all clients. You are not eligible for refund but we are happy to still provide you the treatment as scheduled
Initial Complaint
Date:05/28/2024
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 for treatment on my upper arms, I had 2 appointment. I was told if I don't see any results the first appointment I will see some on the next. My first appointment was in October 2023 and the second one was January 2024. After my second appointment when I didn't notice any results I called and asked what happened, I was told it could take up to 60 days. Here it is 5 months later and I don't have anything close to what I was think I paid $2800 for. I feel like they got me out of my money.
Business Response
Date: 05/29/2024
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: 06/19/2024

Complaint: 21769978

I am rejecting this response because:
I been trying to get in touch with Idea Image, but wasn't able to connect due to phone just ringing.

Sincerely,

**********************
Business Response
Date: 06/19/2024
We will reach out directly to you
Initial Complaint
Date:05/28/2024
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 recieved a zoom call consultantation from ideal image they said that I would need more then one cycle to get done. They had me sign which I was under the impression it was to perform the procedures on me. I ended up going in for only one procedure on June 15th 2023 and they charged me over ******* dollars and I tried to call them to cancel the other procedures and that I wanted a refund for the procedures that I didn't recieve, the girl on the phone was extremely rude and said that I couldn't get a refund nor did I have a contract with them any longer that I only had untill january 2024 to use the other procedures. That i couldnt get any other services which i dont want and i cant get my money back. So I'm filing a complaint bevause they charged me for services that I didn't receive and falsely had me sign a contract with them which I thought it was to permission to perform services. I want a refund on the services I didn't get that they financed with a third company and the third company said they are not able to give me no refund only the company can. This is wrong that they get paid for services that are not provided and that they scam people into signing a contract making the customer think it's a form for permission to do services. I would like a refund on the services that were not provided to me.
Business Response
Date: 05/29/2024
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:05/25/2024
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 had a consultation with a woman at ideal image about a service I was interested in. I signed up for financing in case I chose to go through with it. When I met with the actual nurse I was told about the side effects and decided not to go through with the service. This was in January of 2024. I was told no problem, and I could cancel. However now, in may 2024 I receive and email from synchrony telling me that I have a payment due for this service! I contacted ideal image by email and they wont even respond. I have spend hours and hours in the phone with them and they are no help telling me that theres nothing they can do. They are lying and misinforming people and stealing money
Business Response
Date: 05/29/2024
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:05/22/2024
Type:Order 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.
Saw the commercial on TV Called for a consultation After reading reviews, consultation was cancelled Keep receiving late night contacts from employees (***************** and *********************) stating " Is now a good time"?Have told them to stop contacting me, especially at 2am and 3am ************ does that?
Business Response
Date: 05/24/2024
This person has been removed from our automated marketing system
Customer Answer
Date: 05/28/2024

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.
Please do not contact me again

Sincerely,

*******************
Initial Complaint
Date:05/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told over the phone of Ideal Image that all I needed was to provide a $5 deposit to save the price of a procedure if I wanted to lock in the price in the future. I ended up getting charged $290 and was signed up for a membership that I was not aware of. I called and they said I would be processed a refund in March. I called last week and now they are saying I "signed" a contract, but there is not signature on the contract and I did not agree to any of it. I asked them to pull up the phone conversations since they are all recorded and they have denied that. I would like refunded since I received no services and was illegally tricked into a membership.
Business Response
Date: 05/20/2024
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:05/20/2024
Type:Sales and Advertising 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 contacted ideal image on may 16th 2024. I had been hoping they would contact me. I had services I paid for that were under contract before covid. I had 5 treatment which is what the contract obligated ideal image to and a certain amount of time after the 5 treatments. When they shut down due to covid I was scheduled for my 6th treatment that was covered under my contract. When I talked to the front desk on may 18th 2024 I asked about why I was not contacted. they said because of the 5 treatments being met they had no obligation to give any more treatments. How is the time not a factor in the contract when a pandemic had been the cause of me not utilizing my contract to the fullest?
Business Response
Date: 05/21/2024
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at ************** option 3
Customer Answer
Date: 05/22/2024

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:05/18/2024
Type:Service or Repair 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.
In January I called and made an appointment with a specific provider at Ideal Image for Botox and filler. My appointment was scheduled for April 17, 2024 at 10am. I arrived 15 minutes early and got checked in. The girls at the desk then said I had over $200 on my account balance but couldnt give me an explanation as to why and what I owed money for. I havent been here in years and i previously financed my service through a bank, so none of my payment ever went through II. They said they couldnt start my service until they figured out the contract. About 45 minutes goes by, and then ** told I need to chose either Botox OR filler since the injector didnt have time to do both (annoying since I was early and they were the ones who couldnt figure out what was going on but ok) I decided to go for the lip filler and they immediately charged my card BEFORE the service which is odd. Out walks the service *************** not who I scheduled the appointment with. I specifically scheduled with someone I have seen before at this location because I like her work, then they tell me she hasnt worked there since December. Mind you, I booked the appointment in January. The lack of communication and organization at this business is astounding. The service provider I scheduled with gave me a consultation, in the waiting area where other guests were (this felt unprofessional) and her bedside manner was just so off that I knew we wouldnt be a good fit. Then I was told that I would have to continue to wait (1 hr after my scheduled appointment time) while they were still trying to figure out the contractAt this point, I told them to forget the services I scheduled as I had an appointment to take my dog to the groomer. I asked for them to refund my card as I received NO SERVICES. The girls at the front desk told me that it may not be possible and they would have to file a claim. I got a call an hour later stating that the claim was approved and I could see my money in my account in 5 to 10 business days. It has been over a month at this point and I have called endlessly to both the location in ******* and the national customer service line. I have not received my refund back and I get a different story from everyone I talk to. Some of the girls on the phone have been so mean and abrasive to me. Its hard to believe they are in the customer service industry, and that is coming from someone who owns a successful hair salon. I could never imagine treating a client like this and stealing their money for services they did not receive. Ideal Image has stolen $700 from me and all I want is to receive my money back.
Business Response
Date: 05/20/2024
It is our understanding that this matter has already been resolved
Customer Answer
Date: 05/21/2024

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,

***************************
Initial Complaint
Date:05/16/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am looking for 2 paid but unused cool sculpting sessions from Ideal Image.On 3/18/24 I financed 14 sessions/cycles from this business and used 12 cycles in 2 visits.The plan was to 2 the first visit which was completed and the other 12 the second visit. Upon assessment of my AB area o the second visit the woman performing the procedure recommended holding off on my upper abdomen as she did not believe it was needed so we proceeded with the other 10 cycles/sessions.On 5/15/24 I reached out to the manager (*************************) stating I was not going to use the other 2 sessions and to either credit back the financer or issue me a check for the $1022.30 for the sessions the were not rendered - She informed me that they had done all 14 as they had not removed the 2 that were not completed on the 6-hour Saturday and refuses to do so. I asked her several times to confirm with service provider that she did not perform all 12 and their records are inaccurate and have not received any response since this request. The refund value - paid $7158.33 /14 sessions = $511.30 p/session * 2 = 1022.30.I am attempting to resolve this through the BBB prior to seeking legal action.Please advise if there is any documentation I need to provide
Business Response
Date: 05/17/2024
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: 05/20/2024

Complaint: 21722502

I am rejecting this response because:
the Call was disconnected by ****** tried to call back immediately and went to voicemail left a message no resolution as of yet

Sincerely,

*********************
Business Response
Date: 05/22/2024
This client is fully treated and not eligible for refund. We have gone over cycles purchased and cycles used with this client.

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: 05/24/2024

Complaint: 21722502

I am rejecting this response because:
please see attached with the plan I paid for vs what they are now saying they did they now agree the upper abs were not done as I have said along but another change in their story is now they are stating they did 4-cycles on my middle abs which is false they used only one large paddle here which they told me counts for 2 not 4 they have also added they did done type of super cycle on the mid section again false and even if it were true I did not agree I agreed to holding off on the upper abs and saving those cycles for a later date or Botox/fillers
their story and how they get to 14 has change at least 3 times ****** also mention one paddle popped off during the treatment and they had to reattach this is accurate but not sure what this has to do with the number of treatments

Sincerely,

*********************
Initial Complaint
Date:05/14/2024
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.
Hello, I purchased a package from Ideal Image valued at $1400.00. I received 1 filler from your Ideal Image ****************** I noticed my lips getting thinner, so I made an appointment for another filler appointment. I explained to the technician that I had received marks in my frown lines where she administered the rest of the filler at the last appointment. She was completely panicked and left the room and came back 15 minutes later saying she couldnt treat me.After that, I noticed that I had a pocket filler on the right hand side of my lip and thats why they were very thin all of a sudden. I brought the issue up to ********** Ideal Image and they told me I would likely need to have it drained, but they needed to see it first for themselves and then they could order the medication which would dissolve the pocket of filler. When I went to the office, the technician was very rude and told me that I had this pocket of filler before. As you can see below, I cannot imagine any reputable practice that would administer more filler with a pocket filler this big on anyones lips. Im not a vain person and dont take selfies of myself or would stare at myself long enough to notice that the pocket was there. All of a sudden, I felt a sagging pocket and I just happened to notice it was there. I have yet to hear from anybody to resolve this issue. I can easily get a lawyer as I work for the federal government. I am just asking to get refunded in full and I will have the pocket dissolved myself.This is a huge malpractice issue and needs to be addressed. Please get back to me as soon as possible. *************************** **********.
Business Response
Date: 05/14/2024
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: 05/20/2024

Complaint: 21709066

I am rejecting this response because they offered me ****** instead of giving me the $1,200.00 that I paid, one injection was free. I also still need to have the filler bubble dissolved which they still have yet to resolve with me. This has been a horrific experience.

Sincerely,

***************************
Business Response
Date: 05/22/2024
It is our understanding that this matter has been resolved

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Ideal Image is NOT a BBB Accredited Business.