Business Profile

Medical Spa

Ideal Image

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Important information

Customer Complaint:
Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,410 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:05/13/2024
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 had a consult for coolscuplting. I was told by the girl *** I believe that payments would be around 91 a month. After I put $1000 down my payments were 380 a month. I contacted Ideal Image and explained that I had a change of heart and to please cancel any appointments as well as my contact. They have there finance company telling me I have to pay for this regardless. I have sent multiple emails with no response or letter in the mail. I cant keep fighting with this issue it is mentally draining
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
Initial Complaint
Date:05/10/2024
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.
This place is a scam very rude staff they cancel and reschedule your appointments without telling you then charge you $50. I had to one treatment done then months went by with them canceling and rescheduling the appointment many times before I could even get my second appointment. There laser hair treatments do not work they will make your hair grow back heavier than a shagg carpet. I have more hair growing now then I did when I started the treatments. I have been getting the Brazilian done so it is very painfull on top of not working. There cop out excuse is "those hairs must be red thats why it's not working." I have dark hair how could all the black hairs in my public region be red.I called and tried to rectify it and they are completely rude and said there is nothing left on your contract to refund. They said just wait a couple of more sessions to see the results, they lead you along so you cannot get a refund when you realize it doesn't work.If your a male and get things done the nurses will come into the room look at you naked then leave half way through the session, while the main nurse does the treatment. I brought this up with them and there response was "it's in the contract any nurse can walk in and leave when they want".The entire business is just incredibly unprofessional.
Business Response
Date: 05/10/2024
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: 05/13/2024

Complaint: 21694304

I am rejecting this response because:
You are telling me I need 8 appointments and I have only been to 6 but you can't refund me because I am past my 5th treatment. Also I was told this was lifetime treatments not 16 months so that is another dishonest thing your nurses did when I was signed up. I want my full amount refunded. You telling me you do not do refunds is not flying with me. I don't want your nurses to "fix it" I want my money refunded. The treatments are not working clearly I am not going to keep wasting my time and being in pain to make the results even worse.
Sincerely,

***********************
Business Response
Date: 05/13/2024
Please review explanation of refund in your attached service agreement page 3 section 3
For laser hair removal services,
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 a $100 administrative fee. It is agreed that laser hair removal package pricing is based
off five (5) treatments and four (4) zero cost touch-ups;
Contract duration/expiration is listed on page one of your contract
Customer Answer
Date: 05/14/2024

Complaint: 21694304

I am rejecting this response because: I was lied to and the contract was falsely represented and explained to me when I asked. Also I spoke to your customer service line the contract states NURSES may chaperone at any time you had receptionist come into the room view my ******** then leave. This had been dishonesty from the beginning. I want my refund please.
Sincerely

***********************
Customer Answer
Date: 05/14/2024

Complaint: 21694304

I am rejecting this response because: I was lied to and the contract was falsely represented and explained to me when I asked. Also I spoke to your customer service line the contract states NURSES may chaperone at any time you had receptionist come into the room view my ******** then leave. This had been dishonesty from the beginning. I want my refund please.
Sincerely

***********************
Business Response
Date: 05/21/2024
This client purchased Laser Hair removal and does not have cycles but a time frame to complete treatment, As previously explained, LHR sessions cost is found by dividing the cost by 5 treatments. Once the client has received 5 or more treatments, they are considered paid in full for treatments rendered. This client has received 6 treatments. There are no funds available to refund, he is treated in full. The below information previously provided is found on page 3 of his service agreement:

If treatment services have not yet been performed, you will receive a full refund in the amount of the total service fee price we received, less $100; 2) For laser hair removal services,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 a $100 administrative fee. It is agreed that laser hair removal package pricing is based off five (5) treatments and four (4) zero cost touch-ups;
Customer Answer
Date: 05/21/2024

Complaint: 21694304

I am rejecting this response because: They are a broken record and have no idea about there own contract stipulations. I am not taking this a satisfactory answer, they need to refund my money.

Sincerely,

***********************
Initial Complaint
Date:05/08/2024
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.
Was contacted by Ideal Image. Purchase 4 session. Went to one session was told I need another one .So on May 8, 2024 contacted them to make another appointment was told I had no credit. That when I went in the first time that I had used the sculpture plus which is the four I purchased. I was never informed that the plus was the one I needed and it would include the amount I paid for
Business Response
Date: 05/09/2024
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:05/08/2024
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.
After 2 canceled appointments on their end for a laser appointment, I went in and they said laser cannot be done between the months of April-October due to sun damage. I signed up for 3 treatments over the course of 5-6 months, which they are refusing to complete. They told me I could attempt another location, but it would have to be an area (nowhere sunny) with less sun and I would have to travel to the location (after 2 canceled appointments) I have yet to receive a single service from them, yet they charged full price and refuse a refund.
Business Response
Date: 05/08/2024
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: 05/08/2024

Complaint: 21681790

I am rejecting this response because:
I called this number and he was unable to provide a resolution. He said I would have to travel for appointments. The closest ideal image would be over 4 hours.
Sincerely,

*********************
Business Response
Date: 05/09/2024
Clients complaint was that she was unable to receive treatment in the summer at our directive. We are able to provide this treatment year round. Direct sun exposure for the clients safety is required. This does not require travel at lengths. We can provide treatment in her closes clinic
Customer Answer
Date: 05/10/2024

Complaint: 21681790

I am rejecting this response because:
Why would I come to a clinic where the nurse told me that it would be a waste of money and harmful to my skin.

Sincerely,

*********************
Initial Complaint
Date:05/07/2024
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 purchased over $1000 in product and was told I would be receiving a call to schedule by last week. I called again they keep telling me they will reach out to me. They dont have anyone available to provide the injections at the facility I go to because they dont have anny employees and I would really just like a refund at this point.
Business Response
Date: 05/08/2024
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:05/07/2024
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 signed up for Cool sculpting on April 30, 2024. I called the very next day (May 1, 2024) to cancel the procedure and membership and get a full refund. The customer service agent advised that I had 30 days to cancel and asked that I take time to think about it, but she went ahead and put in for the membership cancellation. Then, again I called on Sunday, May 5, 2024, and spoke to a customer service rep that agreed to cancel the procedure and provide a refund. I called again on Tuesday, May 7, 2024 to confirm the procedure was in fact canceled. However, the customer service rep advised that there is no refund. This was a fraudulent interaction, as I continued to request a cancellation ans refund and they now are refusing to do so. I am requesting a refund of the amount paid, as I did not receive services, I continued to reach out to cancel and they initially confirmed I had 30 days to cancel.
Business Response
Date: 05/08/2024
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: 05/10/2024

Complaint: 21680499

I am rejecting this response because Ideal Image has not cancelled and refunded me for services I am medically unable to receive, per attached doctors note.

Sincerely,

*********************
Business Response
Date: 05/10/2024
Please provide your doctors note for review. We have had several conversations. We have not been provided a letter of contraindication
Customer Answer
Date: 05/13/2024

Complaint: 21680499

I am rejecting this response because I have provided the doctors note attached.

Sincerely,

*********************
Business Response
Date: 05/13/2024
Thank you for providing. We will review your note and reach out to discuss your concerns further
Customer Answer
Date: 05/13/2024

Complaint: 21680499

I am rejecting this response because Ive spoken to several representatives and the only resolution is to cancel the service and provide a full refund.

Sincerely,

*********************
Business Response
Date: 05/21/2024
It is our understanding that this matter has 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:05/06/2024
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.
I did a zoom consultation with Ideal Image for cool sculpting on 4/20/2024 the amount was $1423.10. They had me get approved for financing assuming I would not be charged until procedure was performed. After researching and checking BBB I no longer want this done. I have called and canceled with the location I would be having the procedure and also to the main location. They will not refund the credit company at my request. They say only way to get a refund is for medical reasons. I feel this company is scamming people not letting us cancel appointments and refunding payments when no service has been received.
Business Response
Date: 05/07/2024
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: 05/07/2024

Complaint: 21674476

I am rejecting this response because: I have already made calls to the local facility and the main one requesting to cancel and get a refund. I am going thru personal medical issues at this time. I filled out their medical form. This is the last thing I want to worry about right now as my main concern is my cancer diagnosis. I am a private person and having a hard time going into detail about what I am going thru. I dont feel I should have to explain all my medical issues. I have filled their medical form out and made numerous calls for a refund. I explained I do not want a credit for any of their services as I may never be able to use them. The appointment was canceled before I found out I was even charged for the service and at no time was this explained to me.

Sincerely,

***********************
Business Response
Date: 05/08/2024
We will contact you directly
Business Response
Date: 05/09/2024
Client was able to provide requested Dr note today and we are processing this refund
Customer Answer
Date: 05/10/2024

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 if refund is made within 3 days.

Sincerely,

***********************
Initial Complaint
Date:05/06/2024
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.
On or about 17 January 2024, I attended a Laser Hair Removal appointment. I purchased the package that included one small face section. During the appointment the laser hair stakeholder who indicated she is a Nurse used a laser that was not correct for my skin tone. The Nurse knew she used a laser that was incorrect as she asked me if I was ok. However she did not divulge that she had used the wrong laser. I noticed right after my appointment my face was burning in the spot she lasered twice before she figured out her error. I put ice on the area for a few days and Neosporin to prevent scarring. I am asking for the remedy of Laser Hair Removal on my chin area - 5 credited appointments at another location. In my patient record it is noted I paid for Ideal Image while I was in ******* Tennessee & switched to the location in the *********, *****. I attended one appointment & the service was fine with a different service provider. It was my last appointment during January 2024 that my face was burned. I have attached the photos. Also I replied to a customer feedback email after my visit & stated my face had been burned & I never received a call - to discuss the issues.
Business Response
Date: 05/07/2024
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:05/05/2024
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 purchased laser hair removal and didnt get a chance to get all the procedures done as Covid happed and then I was told I couldnt do the procedures due to being pregnant and then breastfeeding and then getting pregnant again I was told I could continue after these life experiences ended but now I find out that they are closed and I was never told. I paid for a service that was only half done. I am still owed the rest of my treatments as they have been already paid for I feel I am owed a partial refund if I can cannot get the rest of my procedures finished due to the company closing.
Business Response
Date: 05/06/2024
This client is considered fully treated and not entitled to refund of any amount. For further questions or concerns, please contact B. **********;********************** or by phone at ************.
Initial Complaint
Date:05/05/2024
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.
Paid ********* an only used 1 session an was told bye doctor to not contine cool sculpting because of hernia now it was so painful so I brought in doctors note an nothing happened so I call one month later an they said file was closed well I asked why an she told me it's been over year an this was in February 2024 an I bought it in May 22 2023 they never sent in my doctor not to corporate I called an that's what I was told an I come to find out they charged my account another ***** in July 6 2023 I don't know what for they are not calling me back always tell me the person I need to talk to is outta town or In a meeting an will call me back this is not something I can continue an I just want my money back it's not right they keep my money for free an I lose out I'm not happy with the business they do an I don't trust there work I never saw a person that was a physician only you girl that didn't know what she was doing I was uncomfortable
Business Response
Date: 05/06/2024
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

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Ideal Image is NOT a BBB Accredited Business.