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

1,409 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:05/03/2024
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 completed an online consultation with the company and the representative assured me the areas that I wanted treated could be. When I went in to the location I was told the areas I wanted treated could lot be treated. I was told told by representatives at the location that the online consult should not have told me the areas could be treated. I was up sold and when I contacted the location to see about a partial refund they advised that they do not do refunds and they referred me to the contract. I have to think that there is some sort of breach of contract on their part telling me that an area could be treated only to find out it could not.
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
Customer Answer
Date: 05/08/2024

Complaint: 21663680

I am rejecting this response because: the only acceptable solution to this would be a partial refund for the amount of the remaining unused credits. I purchased the packages in good faith that I was going to get the treatment the consultant said I could get. Now knowing that I cannot get the full treatment I believe a refund is the only logical solution. I purchased the packages for cool sculpting, not for laser hair removal, Botox or facials. Now you are telling me I cant get a refund and I have to use the credits for your other services when its you that said something could be done that ultimately could not, I would say that is breach of contract on your behalf. I feel like the video consultation should have been an in person consultation, where they could have had a nurse who operates the equipment check the areas in question prior to me purchasing the additional packages, or at the very least had me go in to the location and get checked prior to signing the contract. This whole thing has become a bait and switch now expecting me to use other services I have no interest in.

Sincerely,

*******************
Business Response
Date: 05/09/2024
This client does not have funds available for refund. He previously moved remaining funds another account. His account has not funds no refund
Customer Answer
Date: 05/10/2024

Complaint: 21663680

I am rejecting this response because: The credits that were in my account were transferred to my wifes and once it was determined, she was not a candidate for treatment. They never got moved back to my account yet! Once these credits are moved back to my account, I would like a refund for the remaining credits.

Sincerely,

*******************
Business Response
Date: 05/13/2024
In order to move credit, active contracts are cancelled and funds are moved. We are unable to move funds to a cancelled contract. We will ask that you have your wife contact us to discuss further. Refund on your account is not an option
Initial Complaint
Date:05/02/2024
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.
In 2022 I had a consultation with the business. I was advised to pay for two rounds of cool sculpting. When I went back for the second treatment the nurse advised me that I didnt need the second round and that I had ******* credit I can use at anytime. I contacted them to ask about other services but there was nothing I needed at the time. I reached out to them in 2023 to see if I can have my credit transferred to the ************ location. They did the transfer and I went into the office. The nurse stated after seeing my skin that I didnt need Botox. I inquired about the fillers and they didnt have anyone in the office that can handle that on the day came in. I was informed their manger would call me. I never received the call. I contacted them and finally set up an appointment to come in and when I arrived I was taken back to the managers office and told they couldnt service me and that since my contract for cool sculpting expired I forfeited the $*******. How can I forfeit when I was told medically that I no longer cool sculptuing?
Business Response
Date: 05/03/2024
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: 05/04/2024

Complaint: 21658914

I am rejecting this response because:

Sincerely,

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

i contacted customer care prior to filing with the ******************** and was told their was noting they could do and I forfeited my money. I didnt do the 2nd round for cool sculpting based on their medical professionals a nurse who did my follow exam.
Business Response
Date: 05/07/2024
We will contact you directly
Business Response
Date: 05/09/2024
This client is cleared to treat. We have spoke with her several times to provide her with her options including account credit. She is currently not eligible for refund but we plan to continue reaching out to resolve her concerns
Initial Complaint
Date:05/01/2024
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 went to ideal image in January 2024 for a touch up and was charged $40 based on the lifetime warranty I paid for. I just called to schedule another touch up appointment and now they want to charge me $100. No one wants to help remedy this situation based on my warranty they just keep telling me pricing changed.
Business Response
Date: 05/01/2024
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: 05/06/2024

Complaint: 21650844

I am rejecting this response because:
The representative from Ideal Image who called is telling me something completely different than my original complaint, she was rude, was talking over me and nothing was accomplished. She refused to listen to me or even attempt to listen to my recording with Ideal Image representatives. She is now trying to get me to pay $299 to honor their promise.

Sincerely,

*******************
Business Response
Date: 05/07/2024
Please review attached service agreement. You did not purchase a membership making you non eligible for continued treatments. The cost of the membership is $299. Please reach out to us when you are ready to move forward
Initial Complaint
Date:04/30/2024
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.
I had a consultation on 4/25 and was talked in to setting an appointment on 5/10, where I stated in the consult I needed it two weeks out to pay it on my next paycheck, I was told I had to put my cc info in the place the appointment no mention of I would be charged the same day I set the appointment, I was right charged after the consult was over, I called the next day(4/26) to cancel the app now it is 4/30 and I called them back to check on my refund and they stated I had wait 48 hours to know if I'll get a refund, eventhought on their site it states you will not be charged for setting up the appointment and will not be charged in advance for said appointment. when I called I Spoke to ******* and she hung up on me after I requested to speak the the manager.
Business Response
Date: 05/01/2024
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:04/30/2024
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 tried Botox at the local ************************************* facility and did/do not like the results. I fear the same issues will happen with my wife so we called to cancel her appt in 2 weeks. We made the appointments at the same time over a Teams Call. They originally said it should take 7-10 days to see the results. I'm not happy with the results for the last 5 days I've looked "evil". They're now saying it could take 2-3 weeks before my face doesn't look "weird" anymore. That's not acceptable. I've waited long enough. It's been 8 days and I'm not looking for a refund on my face, we just don't trust them to do my wife's face and they won't give us our money back. Her appt isn't for 2 more weeks. We both called and the receptionist ******* just talks over us on the phone and tells us you can use the $551 dollars for my wife's Botox to do other work, but we're not giving you your money back. They messed up my face and now wont refund my wife. We don't trust them to do anything to us ever again.
Business Response
Date: 05/01/2024
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:04/29/2024
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.
Laser hair removal touch up fee increase of 175% in between booking appointment and attending appointment (underarm touch up went from $30 to $50, face went from $40 to $70). NO notification of price increase was made in any form until leaving appointment. I understand that with the economy and inflation, prices change. My issue is that the increased cost was NEVER COMMUNICATED to the appointment holder and person responsible for MAKING the payment.
Business Response
Date: 04/29/2024
Lifetime ********* are based on 10% Current per session cost and is subject to change as indicated in your service agreement. 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:04/26/2024
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 advised that I should see a significant amount of weight loss. Within the 6 to 8 sessions I paid for. When it was over they stated I will still lose weight. I see alot of complaints about cool sculpture. The same complaints I am having. Too charge an extravagant amount and no charges not even thr slightest, seems like a rip off.I took my inheritance money and it was a waste. They had the nerve to try to ask me if I wanted to do it again. Kept pursuing me until I blocked them.. I have since then ended with bone marrow cancer and fighting 1 battle at a time. Before I go the court I am coming to the BBB to mediate to retrieve my money back.
Business Response
Date: 04/29/2024
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: 04/30/2024

Complaint: 21632472

I am rejecting this response because:
They are not willing to work with me on a resolution. I completely advise this company as a rip off. They take your money and as long as you are giving them money they are not worried about anything else. You just loose your money
Sincerely,

***************************************
Business Response
Date: 05/03/2024
This client is fully treated and not eligible for refund. We have attached a copy of your service agreement for your review. Below is from the informed consent page 21 you acknowledged as read

(i) You voluntarily consent to the elective CoolScultping services and understand the CoolSculpting services
will be provided with *** cleared Cryolipolysis technology manufactured by third-party manufacturer
Zeltiq. You understand that the CoolSculpting Services results vary individually and that the effects of the
service may take up to six months post service. There is no warranty or guarantee that you will see the
desired cosmetic outcome and additional service may be recommended. You understand that the
CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to
cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You
understand that this is not a service for obesity and is not intended as a weight-reduction program. You
understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an
invasive surgical procedure. You understand that a different provider may provide services at each session
Initial Complaint
Date:04/26/2024
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.
Went to Ideal Image in ******** PA to have Cool Sculpting done on my upper and lower stomach. All of their advertisements and photos show a flat stomach 3 months after last procedure. They take before and after photos. There was no change. I took my measurements before and after. No change. Not even 1/4 of an inch lost.I asked for a full refund. They said they do not offer refunds. I stopped paying on the bill which is through a company called Fortiva but that has only given me late fees and is ruining my credit.I don't have the money to pay for something that did not work. They said I could buy more treatments. Why would I do that when their treatments didn't work the first time.My Husband is an Air Force Veteran, served during the Vietnam War. He is very ill. Bills are piling up. We're currently looking for a personal care home that we can afford but haven't one yet.Please help me with this bill.
Business Response
Date: 04/29/2024
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:04/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've tried calling ideal image, and the company the payments are through and have been unable to receive a refund. I was not told that I was unable to cancel the service and receive a refund while doing the over the phone consultation or I never would have agreed and made the ****** payment. After reading all the horrible reviews and photos with those reviews I decided for my own health and safety I did not want the service from ideal image, and I never received any type of service from them. Even though I received no service from them they refused to refund me for the wig service I paid for.
Business Response
Date: 04/26/2024
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: 04/30/2024

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. They have agreed to close my account and refund my money.

Sincerely,

*************************
Initial Complaint
Date:04/25/2024
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 did an initial consultation for Botox by Zoom with an Ideal Image consultant. The consultant suggested several procedures. She then told me that I could finance them and pay it off anytime. However, The nurse practitioner in the Ideal Image salon in ******, ** declared that they would not be able to treat me because of my iodine allergy. She canceled my appointment. I did not receive any services from Ideal Image by their choice, not mine. Now they are charging me $600 on a Fortiva credit card that I don't recall opening for nothing; no services, no products. I called Ideal Image, who said they do not provide refunds on service appointments even if no services were ever rendered because they declined to perform them. This is outrageous.
Business Response
Date: 04/26/2024
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.