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Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

Important information

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

Complaints

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

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Ideal Image has 153 locations, listed below.

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    Customer Complaints Summary

    • 1,403 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/08/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi. On September 17, 2023 I visited an Ideal Image location off ************** in ******* for a consultation. I signed a contract for approximately $2,000. I went for my first consult without issues. Then on my 2nd consultation, the therapist refused to treat me because I had discoloration in the treatment area and suggested I consult with my doctor. I went for a biopsy and turns out that is a form of cancer. I sent the doctor's report of the diagnostic and ***************** replied, after several months and frequent calls and emails, stating that I spoke with our medical director today after he had a chance to review your chart. He said although lichenoid dermatitis is not a contraindication for Ideal Image, he would suggest not treating over the *****." I have replied with requests for the cancelation of the contract and payment for the treatment I received. However, no reply. I called the **************** number and they said that since the spa is franchised, there is nothing they can do for it. If needed, I can provide information to have this issue taken care of. Thank you for your time.

      Business Response

      Date: 04/09/2024

      This Account is held in a Franchise clinic.  Please contact the clinics owner/Management team directly at ************** for assistance

      Customer Answer

      Date: 04/09/2024

       
      Complaint: 21547087

      I am rejecting this response because: I have emailed, called and left voicemail messages without response.  Previous communication took over a month to receive. Thank you for your assistance with this matter. 

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

    • Initial Complaint

      Date:04/06/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a consult with Ideal Image for laser hair removal during my consul. I was told that if I bought a package I would be a member for life and after my contract expires I can come and get touched up when hair starts to grow back since it is not a permanent procedure. I was happy with my results so I bought another package when my first package expired and it was time for touchups. I was told that I was going to have to pay like $170 just for the touchups in the package that I bought originally and with the second package that means these touchups wouldve been like $400 every two months I was told that during my consultation I wouldve never ever bought these packages. I believe I was misled in my consult with the person from Ideal Image just to make a sale and the part for paying for touchups intentionally left out.. I believe they reusing my gender dysphoria against me to make a sale since I was seeking treatment. I make $16 an hour and I have a disabled son I wouldve never agreed to purchase these packages if I knew I had to keep paying for treatments.. I was told when I buy its done and Im a member for life and can come get treated anytime but left out the part about co-pays for touchups I have reached ideal Image and customer service where I was rudely miss gendered by a customer service representative named ******* and basically they wont do nothing about my complaint and it is a lot of money, but I wouldve never spent if the information wasnt wasnt withheld from me in my consultation.

      Business Response

      Date: 04/08/2024

      This client is fully treated and not eligible for refund.  There is also an outstanding balance that needs to be resolved

    • Initial Complaint

      Date:04/05/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ideal image charged my credit card $299without my permission. I called and they said they would refund it. Two weeks later the money was not refunded and ideal image stated they were never informed of the issue

      Business Response

      Date: 04/08/2024

      Refunds of this membership are provided if requested within 30 days of the charge.  We did not recieved a call with the requested rang.  Initial charge was made on 2/8/2024

      Customer Answer

      Date: 04/09/2024

       
      Complaint: 21536021

      I am rejecting this response because:
      I didnt know about this bill until I got my credit card statement which I got around Marc16th.I called them and complained about it on around March18th. I was told the charge would be refunded and go a confirmation code of *********.  I checked with the credit card after 10 day and no refund found.I called them again the first week of April and was told it is over the 30 day It was already over the 30 days before I even got my credit card bill.  They said it was a reoccurring crarge according to the contract which I didnt know about.
      Sincerely,

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

      Business Response

      Date: 04/15/2024

      We apologize for the confusion, we do not have confirmation numbers to support the information( number) provided.  Refunds for LTGM are provided within 30 days of renewal or purchase.  This request falls outside of this time frame

    • Initial Complaint

      Date:04/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been going back and forth with this company for over 8 months about scheduling an appointment or getting my payment refunded for being unable to use the services and no one has helped me. This is my last resort. It is almost impossible to schedule an appointment here and they hold onto the payments you have already made for services you have not received. The HQ of the company tells me to talk to the business in Durham so I do but nothing is ever done about it. I am honestly tired of fighting for MY MONEY. I want nothing to do with this business anymore and I want the unused payments refunded. Not only do the treatments not work, the entire company is a scam.

      Business Response

      Date: 04/08/2024

      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 1-800-234-3325 Option 3

      Customer Answer

      Date: 04/09/2024

       
      Complaint: ********

      I am rejecting this response because:
       
      Sincerely,

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

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for laser hair services ant Ideal Image a few years ago and it has been the worst decision Ive ever made. Not only is the hair continuously growing (I dont have PCOS or hormone issues), my treatment has yet to be completed due to constant rescheduling, cancellation, and transferring of appointments. At this point I want to be done with the treatments and refunded.

      Business Response

      Date: 04/03/2024

      The clinics you are associated with are Franchise clinics. Please contact them directly for any concerns regarding refund and treatment schedules

      *****************:**************

      Dr.Philips: **************

       

      Customer Answer

      Date: 04/10/2024

       
      Complaint: 21523823

      I am rejecting this response because: This is your brand regardless if it's a franchise location or not. Is this how Ideal Image operates? Whoever is willing to buy into your brand can do so and treat clients however they like? I am utterly dissatisfied with the Ideal Image brand and will make it known and widespread the news as much as possible. 

      Sincerely,

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

      Business Response

      Date: 04/15/2024

      We apologize for the inconvenience, You will need to communicate your concerns directly with the owners of this clinic.  We will send communication to their Management team as well to support your concerns

    • Initial Complaint

      Date:03/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Untraiend staff

      Business Response

      Date: 04/01/2024

      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:03/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been getting laser hair removal treatments for over a year or so now and have never had any issues with my results. I only go now for touch up so on Friday March 22nd 2024 I went in for a touch up which was $70 and my results are horrible. The left side of my face is hideous I have ***** all over from my sideburns to the bottom of my chin. I dont know if ******** had the machine to high or what but my skin has never looked this bad! I will be going into the facility on Tuesday morning because they are closed on Monday. This is unacceptable I went in for smooth results and came out looking like *************************!! WTF !! I will be taking legal actions for this its ridiculous!

      Business Response

      Date: 03/25/2024

      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:03/21/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint against Ideal Image Subject: Complaint - Contract Cancellation and Refund - [Your Name]Dear Sir or Madam,I am writing to express my dissatisfaction with Ideal Image and request the cancellation of the contract signed on October 14, 2023 for laser hair removal treatment, with a financed payment plan.Summary of the Situation:Contract Date: 10/14/2023 Service Contracted: Laser Hair Removal Payment Plan: Financing Reason for Complaint: Inability to perform the treatment due to health reasons (diabetes) and lack of response from the company to the cancellation request.Details:After starting treatment, I found out I have diabetes.I contacted the company to request the contract and was informed about the possibility of cancellation within 24 hours of signing.The company did not provide me with a copy of the contract at the time of signing.I believe this practice aims to prevent the consumer from accessing important information, such as the possibility of cancellation and the restrictions of the procedure.I only had one session before I found out about my diabetes.My doctor prohibited me from undergoing any laser procedures due to the risk of ***** and difficulty healing in people with diabetes.I contacted the unit by email to request the contract and later to request the cancellation of the contract based on my medical condition.The company representative promised to contact the owners and get back to me with an answer.Two weeks later, she informed me that she would need a medical report proving the illness.I sent the medical report and blood test for proof.Since then, the company has not given me any further feedback, ignoring my emails and phone calls.Requests:Immediate cancellation of the contract.Full refund of the amounts paid, including the financing amount.

      Business Response

      Date: 03/25/2024

      The clinic you are associated with is a Franchise clinic.  Please contact them directly for further assistance at **************

    • Initial Complaint

      Date:03/20/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Stay away!! On 7/11/23 I had bought *** services from Ideal Image for three areas. At first I was unsure about going through with it, but the ** assured me I would have a life time guarantee. After extreme pressure, I made the decision to make the purchase. Immediately I was talked into starting my service that day, but had only done my under arms. After the first treatment, I left feeling unconfident about the purchase. About two months later decided I would like to go a different route with the other areas of my body. I would continue on with the underarms. I had gone through my emails and had never received a copy of my contact, where I had spent close to $6,400. I had called to discuss cancellation, and was put on the phone with ******. Immediately ****** became hostile but eventually said she would speak to her supervisor about a refund since I hadnt started those areas yet and would call back. Months passed, no call. I finally decided maybe I should just go through with it and booked an appointment. The morning of, they cancelled on me. I called back and got on the phone with ******, went over how I have been waiting for a return phone call regarding the past situation, and again she became hostile. Essentially calling me a liar. She put me on hold and returned to offer for me to come in to get lasered, which I declined because she had already canceled on me! She agreed to give me the refund, stating they do their refunds on the first of the month and she would send me an email within a few days. 2 weeks, no email. I finally called back and ****** had said the email would be over by the end of the day but she wanted to discuss new numbers because they were running their biggest sale and didnt want to lose my business. Hours later she called back in the most unprofessional way telling me I would receive no refund and there was nothing she could do for me. She talked in such a condescending matter and refused to give me her supervisors name.

      Business Response

      Date: 03/20/2024

      Your account and concerns are associated with a Franchise clinic.  Please contact the owners directly at *************** for further assistance

    • Initial Complaint

      Date:03/19/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filled out the paperwork and I was NEVER told that I could not cancel the service. They did not had any appointments available within the first month of purchase. I don't want the service anymore. Haven't used the service not even once. I want a reimbursement.

      Business Response

      Date: 03/20/2024

      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

    Ideal Image is NOT a BBB Accredited Business.

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