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

1,403 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:04/21/2024
Type:Billing 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 in on Friday April 19th 2024 to get xenomin a filler. Quoted 8.90 a unit. Quoted 428 dollars. Was told I get a 50 dollars discount through alle. Looked at my credit card bill and I was charged 574 dollars? For what? I had 48 units. They charged me an extra 196. I thought it was odd I did no sign anything or see the charges I want my money back now
Business Response
Date: 04/22/2024
This client is fully treated and not eligible for refund.
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:04/18/2024
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 for my daughter for several thousand dollars. During the process it says the services included lifetime touch up guarantees. My daughter received 8 treatments with no improvement as a matter of fact she has more hair now than when she started. I booked a touch up not long after she finished treatments thinking that it would be covered and they charged my credit card on file after the appointment was complete. When I called them to question it I was told that they make no guarantees for there services.
Business Response
Date: 04/19/2024
This client is associated with a Franchise location. Please contact the franchise owners at: ************** For assistance with your concerns
Initial Complaint
Date:04/18/2024
Type:Billing 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,Company Name that I am reporting for a complain: Ideal Image Development Corporation Transaction details: Ideal Image here in ********** branches were closed down and sold to another company.Service that was signed-up for: Cool Sculpting that was scheduled to be done on December 2023. However, Ideal Image sold their California branches. I was assigned to Revive Spa in ********* to have the treatment done. When I called last December 2023, Revive Spa is not ready to take customers during that time because of the transition period. No services rendered and the funding that was approved for the service was Ally Lending.March 1, 2023 - I received a bill from Ally that I owed $3,100 with the interest of .92. I called Ally lending to ask about this bill and I was referred to call Ideal Image Development Corporation. I called Ideal Image Development and won't speak to me because I am NOT their customer when I inquired about the bill sent by ************. I notified them that I am not even their customer because there is no service done to me. I have been back and forth to resolve this issue to Ally and this month of March, I received a late fee because of me not paying the bill. I am NOT going to pay something that I did not get. I am reporting and asking for help for this resolution because **** is charging me late fee and I was notified that I will have an answer end of this month (April 2024). However, I am filing a complaint to Ideal Image because they submitted a funding request for the service that did not happen and now I am being charged of a service that did not happen at all. I was approved for the loan but the loan was not used. The loan agreement signed was November 2023 - which Ideal Image closed their California branches on December 2023. Then March 2024, Ally lending is collecting the payment to me and charging me late fees for the service that did not happen at all.
Business Response
Date: 04/19/2024
The Business this client is associated with is no longer a part of the Ideal Image Corporation. Please contact Revive Med Spa directly for further assistance ************
Customer Answer
Date: 04/23/2024

Complaint: 21592987

I am rejecting this response because: I contacted Revive Med Spa several times and they were notified about this issue. The response they gave me is to contact Ideal Image since the service what supposedly given by Ideal Image and not necessarily by Revive Med Spa. Ideal Image got the payment from Ally Lending. Revive Med Spa notified me that I have the option not to do the service and have Ideal Image to return the funds to Ally Lending.

Sincerely,

*****************************
Business Response
Date: 04/25/2024
We apologize for the misinformation you have been provided. All transactions, previous and current, associated with California Clinics are now contractually obligated by Revive Med Spa. Please continue to communicate your concerns with their team.

There is a dedicated line available for clients who were once with Ideal Image- ************
Initial Complaint
Date:04/18/2024
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 signed up with Ideal Image back in 2022 and signed up for full leg laser hair removal. You can only go every 8 weeks due to hair growth. There are 3 ideal images within 30 mins to an hour from me in **********. I'm very accommodating to any of those locations even though some may be farther and have more traffic. The last year or so it has been very hard to get an appointment with any of them and when I do schedule my appointment they end up calling and rescheduling my appointments which then pushes my treatments and I'm almost at the end of my contract. Then they reschedule and then call me to cancel that appointment because of short staff and they had people quit. Which makes me wonder why people are quitting all the time. I called customer service because I was like this isn't fair to me that I paid all this money and can't get my appointments and treatments scheduled/done. This wouldn't be as big of an issue but we are a military family and have orders to move to ** and the closest Ideal Image is 6 hours away. Customer Service said they don't give refunds, she was extremely rude and basically I was out money. I initially wasn't asking for a full refund just for the 3 treatments I would miss, so roughly $1,000 but since I've had to go to this length and I was talked to so horribly and just got a call saying they need to reschedule my already rescheduled appointment I'm done with them. I'd like my money back for all the time wasted and unused appointments and the headache of this so I can go elsewhere. Somewhere that actually keeps employees. This is super frustrating because as a new mom I don't have time to drive everywhere and once I do have sitters have my appointment canceled. And now that we are moving and won't have an ideal image around I can't even go to a different one. It's not my fault appointments are canceled and not my fault the US Government is making us move. Ideal Image shows no sympathy. It's disgusting.
Business Response
Date: 04/19/2024
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: 04/19/2024

Complaint: 21592913

I am rejecting this response because:
I already talked to customer service who basically did nothing and was so rude and yelled at me on the phone. So my appointment that was tomorrow has now been canceled because there is no staff and Ideal Image cannot keep staff. And I unfortunately do not want to call customer service just to be yelled at and made out like this is my fault. When my appointments have been canceled and rescheduled multiple multiple multiple times that have nothing to do with me or being my fault. I will continue to reject all responses unless I get my money back or at the bare minimum half. The fact that I have to continue to fight for my appointments for session that I paid for is ridiculous.
Sincerely,

*******************************
Business Response
Date: 04/19/2024
We are sorry for the experience you have had and will ***** reach out to you directly
Customer Answer
Date: 04/21/2024

Complaint: 21592913

I am rejecting this response because: I do not feel comfortable speaking directly to Ideal Image as I was talked to in such a negative manner from their customer service Id rather go through ******************** to get a resolution. As previously stated I would like my 3 final treatments refunded. Most laser hair removal is a minimum of 8 treatments and Ive only had 4. I had 8 treatments on my underarms which was a smaller space, less hair and not as dark so I expect the same amount of treatments on my legs. Please refund me the final 3 treatments.

Sincerely,

*******************************
Business Response
Date: 05/20/2024
This individual is refusing to speak to us except through her BBB complaint. Because of HIPAA limitations, we are unable to address her concerns without speaking directly with her.
Initial Complaint
Date:04/17/2024
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 attempted to contact Ideal Image immediately upon issues. I requested a refund, prior to being charged, the amount increased, for reasons unknown, I had horrible customer service and reported it immediately, I never returned. I attempted multiple times to contact the individual who said she would be assisting me to resolve this. Never to hear from her, after the initial email from her. I attempted to contact ideal image through their chat within my account login. I messaged their headquarters through their corporate website. I never heard from them again until I began receiving a call from a law office demanding I pay the ********. I do not believe I owe this debt and would simply like it refunded to the lender and off of my credit. I have requested a refund multiple times, as you see in the emails. I was told I was able to have a refund if before 60 days and I requested it day 1 and was told something different. The funding amount changed for no reason by *****. There were serious issues at the actual business that are very concerning. They changed services without notice at the actual business location. I never received a response to remedy any discrepancies. This is why I'm asking for the money to be refunded to Ally lending (now ****************
Business Response
Date: 04/19/2024
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:04/15/2024
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.
Misled: I was assured lip service before a trip, but appointments were repeatedly canceled due to staffing. Sales reps ****** and refunds were denied. Despite patience, efforts, and escalation, the issue remains unresolved. Corporate was unhelpful and even rude. Despite my respectful demeanor, the company's unprofessionalism and disregard for customers are evident. If no resolution within three days, I'll escalate to small claims court
Business Response
Date: 04/16/2024
Please contact the third party lender regarding concerns with your financing and refund associated with that account. For further concerns or questions, please contact our Client support team at ************** Option 3
Initial Complaint
Date:04/12/2024
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.
The nature of the dispute is that. COOL SCULPTURE at ideal image in ***********, C.T. is not doing a significant weight loss to the obese (over weight) individual like me. During my sessions which was 3 times of applications ( 8 sessions break in 2 says) because it is in ounces, they say I've loss 1 pants Size. But, I believe, that was from my other means of weight loss, which I am in such as weight management. I know because, it was only one pants size around the area they target, but, I loss an overall weight loss all body from my effort. We have to attribute to the walking exercise, ozempic shots from my weight lose program that I'm in. Ideal Image promise an great deal of loosing weight, but I don't believe that this is true. Although, it freezes the area from ounces, and it come down to a few ounces of fat in the target area. They should not have over weight people take the procedure, if it's not impactful , because in my case this was not a significant change for me to say, yes! I see the difference. When I went there to complain they show me a picture of my image from the first day of visiting and the last day of after the sessions, you know they show me a comparison from beginning of sessions to the end of a session ( after a few month waiting period). But, the image; it was twice as large the first day picture to the last taken picture, because it was Twick ( to make it look thinner image) that is how it was looking. I personally had to tell them to perfect the image to look side by side of equal value. I disagree with their services and it is a waist of my money, and I have to pay $4,999.55. In which they force me to keep the loan or I had to pay it out of pocket because on the first on the phone innisual conversations, I've signed their agreement on line to inquired about their services in our first conversation, they said, "apply for a loan" if you be approved, sign our contract too. That what happened. Which I was approved for the loanon that day. So, I was approved , but days late I cancelled the loan. When I called then to cancel with them, they've said that I had a contract and that I'm binding to it. So, I was scared and called the loan back to retrieve the cancelation. Which I was I backbon the loan. I was displeased from the very beginning.
Business Response
Date: 04/15/2024
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:04/11/2024
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.
Date of transaction: 1/17/2023 Amount Paid: $3,132.41 Ideal Image committed to providing me with the Cool ***** Sculpting" on one section of my body (upper neck) in spread out appointments. The nature of this complaint is that after I agreed to the exchange of my $3,132.41 for the service of Cool Sculpting" on one section of my body (upper neck) they charged me for the service and then refused to provide me with the service I arrived at my scheduled appointment to begin receiving the service I had paid for and the nurse on staff admitted to me "the consultant that approved you for Cool Sculpting on this area of your body was wrong, we cannot Cool Sculpt your upper neck." This nurse offered to apply the money I had already paid for another ******* they offered. To my recollection I remember stating that I needed to think about it and then I left Ideal Image. I never agreed or signed up for another *******. Since that appointment I have called to resolve the issue and get my money back, since I was refused the ******* I gave them my money for and they have continuously refused to give me my money back. I did not receive my copy of my contract and I need it seek legal counsel and have asked for it and have not received it.I signed this contract under duress while on a video call with a consultant who approved me for a ******* that I was never eligible for, therefor I was taken advantage of and lied to about what I would receive in return for my money. I have not received any ******* from Ideal Image and they still have my $3,132.41.Ideal Image has not attempted to solve the problem, they decline that there was any dishonesty present in my process of signing a contract with them and have masked their attempt at using my funds for another ******* that I am not remotely interested in. I have stated this multiple times.
Business Response
Date: 04/15/2024
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: 04/17/2024

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:04/10/2024
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.
Hair removals services
Business Response
Date: 04/11/2024
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: 04/19/2024
I called ideal image and October 2023. I decided to go with one of the offers to out to $1100.92. Ive been calling ideal image back ever since November 2023 trying to get a refund on my money because I no longer want the procedure done, they have given me the runaround and talk mess to me trying to save me going to a different location and getting the service done Ill be repeatedly saying I did not want the service. I needed my money back. They refused to give me my money, April. I fall a report with the BBB and a lady by the name of ****** return my call from ideal image she stated to me their concerns and they wanted to refund me my money back. She asked me have. I went through with it. Get my money back with my bank I said yes, she said can you call your bank and see if everything went through yet and if not, if we can cancel it I said OK I call my bank. Everything was canceled *****************. back ever since I talked to the bank and got everything done and Canceled over there I call her repeatedly several times left messages. She will not call me back for nothing in this world today is Friday, April 19, 2024. I had put my trust in her thinking she was going to refund my money if I got my bank to cancel But now I believe it was all just a lie to get it done on her end so she can do her job and that was it. I really hate that she let me down that she told me one thing Im very disappointed and ideal image and so many ways. This company is not a great company out there that if you have a problem like your husband died like me, and you dont want the service anymore you cant get your money back. If you choose to get this service with this company this will be the worst decision that you can do. They are disloyal and they are not true to their customers after they call me and told me they gonna refund my money , so they made me come back on here and do a second report that I didnt wanna do you have been warned about ideal image they do not care nothing about their customers
Business Response
Date: 04/19/2024
We apologize for this delay and will have someone contact you directly
Initial Complaint
Date:04/10/2024
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 purchased a laser hair removal package for Brazilian and underarms. I have had two treatments and had a bad reaction each time and issues with irritation afterwards, meaning I no longer want to move forward with the treatments. I purchased a package of 10 treatments and I was aware that you had to go through with all 10 before requesting a refund for that I thought was just ineffectiveness. I had no idea that if the treatments caused medical problems you still cannot get a refund! I first contacted the clinic over a year ago requesting a refund for my unused treatments (8 of the package of 10). I am perfectly fine paying for the two treatments I received. However, I get the runaround every time I call. I recently started emailing one of the managers at the clinic, who stated that she would have the clinic director review my request last weekend. It is the end of the day Wednesday, and still no response, so after reading the numerous other complaints here, I decided to stop waiting for them to do the right thing and file my own complaint. Again, I am happy to pay for the two sessions that I used, I just want a refund for the 8 other sessions I have paid for. I tried going through the loan company, Ally, but the clinic essentially refused my refund request for the unused sessions.
Business Response
Date: 04/11/2024
This client is associated with a Franchise location. Please contact the franchise owners at: ************** For assistance with your concerns
Customer Answer
Date: 04/12/2024

Complaint: 21557715

I am rejecting this response because:

I have called this location several times with no response, and I have emailed *********************** there as well and am still awaiting resolution.

Sincerely,

*******************************
Business Response
Date: 04/15/2024
This client is associated with a Franchise location. Please contact the franchise owners at: ************** For assistance with your concerns. We will send communication to the Management group for this clinic as well

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Ideal Image is NOT a BBB Accredited Business.