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

1,399 total complaints in the last 3 years.
212 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:03/19/2024
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 didn't know the the office manager was the one who you meet with when you are inquiring service! So I thought that she knew more about the service, which she don't she is only there to make up the big figures for people to pay! I had my first hair removal treatment and I had a bad reaction to the laser treatment , it got so bad I end up going to the ** and I came back to ***** asking her what she can do about this service she want to give me more service and I told her I really did not want to do more service and then Friday was supposed to be my next treatment after 6 weeks I get to the office and they cancel my appointment telling me that I need to take some steroids cream and medicine before I'm able to have my treatment they knew that my treatment was coming up but they wait until I get in the door and tell me that they will not do the treatment so I told them I wanted them to cut my contract in half and she just not sending me the contract yesterday cuz she said she can't do it but for medical reasons I feel they should cut my contract because my system will not take this treatment and she said only if I get a doctor's ***** if she'll be able to revise the contract and there is a doctor working up under Ideal Image and he the one advised for me to take all these steroids before I'm able to been treated again I refuse to take it steroids!
Business Response
Date: 03/19/2024
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:03/18/2024
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 bought one treatment for cool sculpting. I paid through financing roughly of $75 a month for a total of around $1200. It is a service where they shrink fat cells. I went to the appointment and was immediately told by the nurse that two treatments is usually the norm to get results. I was told one treatment was sufficient. Then the nurse checks my chest area and told me they couldnt do the treatment because my issue is breast tissue not fat cells. She said Ill have to see a doctor to get a refund. None of this was told to me during ***************. So 1. One treatment was sold and it takes two to get results. 2. My problem isnt fat its breast tissue but they want me to go to the doctor basically for a professional opinion. None of this was told to me during my consult.
Business Response
Date: 03/19/2024
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:03/18/2024
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 went into a contract with ideal image to receive laser hair removal . The last few months of my contract , they stopped scheduling appointments for me , kept changing nurses who would sometimes do parts of my chin while the others wouldnt . Some nurses say the laser is permanent , others wouldnt. I feel played and I feel like ideal image took my money and didnt provide the services they should have . Eventually ideal image shut down and changed to another company . I havent finished paying off my sessions because I didnt finish receiving them because they shut down . I owe about $500 left to ally lending which is the loan provider ideal image makes you go in contract with for treatment and I dont think I should have to pay that because I did not receive the service I should have . All my sessions were $1300 . Ive payed 1080.
Business Response
Date: 03/19/2024
This clinic and Client were sold to Revive med Spa **********. All questions and concerns need to be directed to their company *************
Initial Complaint
Date:03/11/2024
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.
I've been going to Ideal Image faithfully for years, and never had an issue with my service. I just purchased a new package on October 20th for $2,826.00, which included BBL's and Botox. I booked every month up till the summer for BBL and they have been canceled, because they don't have anyone to do the BBL's and they have to train staff. I called today and I asked for money back and I was told by ****** that I can't get my money back because I used one of the procedures. I want my money back; I was on a scheduled monthly BBL and have not received one in over three months and was told I that they have over 30 people who want to be scheduled and they don't have the staff for that service.
Business Response
Date: 03/12/2024
We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3
Customer Answer
Date: 03/12/2024

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:03/10/2024
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.
G. contacted Ideal Image by phone on February 13th regarding a *********** gift for L. and then spoke with a sales person (V.). V. advised him and he then purchased 4 single hair removals for a certain area.After L. found out about the gift, she emailed V. to let her know that she was interested in other areas and wanted prices, 4 single sessions for this certain area was not what she wanted.L. then spoke with V. on the phone and V. sent her several quotes. Since L. did not like them (Ideal Image's prices are far above those of other providers, L. would have had to pay more than ***** USD extra for the areas for which laser hair removal was desired), G. sent a cancellation email to V. on February 16. V. replied that a cancellation was not possible, there were no refunds (although it was within a 3 day period). She stated: "So we can credit you but we can't refund. Let me know if she wants a package?"It is unclear who Ideal Image has contracted with. L' s name is on the paperwork, but she never entered into a contract with Ideal Image and has not acknowledged it. G. cannot enter into a legal contract on L' s behalf.In *******, you can cancel such contracts within 3 days, which V. illegally failed to accept. In our opinion, a contract was not legally entered into, but was also canceled within 3 days.We have asked for our money back 3 times, but we haven't received it, nor have we received a reply to our emails. In addition, Ideal Image also has a refund policy: Both the Change of Heart and Peace of Mind Guarantee apply here.
Business Response
Date: 03/11/2024
We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3
Customer Answer
Date: 03/12/2024

Complaint: 21413076

I am rejecting this response because:
I called the number you gave me. A ****** (or similar) answered and I explained why I was calling (BBB complaint). She then put me on hold for several minutes. When she came back on, she said she didn't know anything about the case and that I should explain it to her. I told her that I had already explained the case to the BBB and that there were also several emails to Ideal Image. She then said that she would have to contact someone who did know. She put me on hold again. After 10 minutes I called the number you gave me. A ****** (or similar) answered and I explained why I was calling (BBB complaint). She then put me on hold for several minutes. When she came back on, she said she didn't know anything about the case and that I should explain it to her. I told her that I had already explained the case to the BBB and that there were also several emails to Ideal Image. She then said that she would have to contact someone who did know. She put me on hold again. After 10 minutes she hung up on me.

Sincerely,

****** & *********************** & *****
Business Response
Date: 03/13/2024
We will have someone reach out to you directly to address
Customer Answer
Date: 03/18/2024

Complaint: 21413076

I am rejecting this response because:
I was called during my working hours, but I couldn't answer the call (because I was at work). When I called back, I couldn't reach anyone.

However, since we filed a complaint with BBB, we don't understand why you won't respond to us in writing. We just want our money back for the reasons stated in the complaint. We do not wish to receive any services from your company.
Sincerely,

********************* & *************************
Business Response
Date: 03/21/2024
We will attempt to contact you again today. BBB is a third party platform that assist with client and company resolution. Ideal Image stands behind our policies and would like to discuss resolution options directly with you
Customer Answer
Date: 03/28/2024

Complaint: 21413076

No one tried to reach me yesterday as you said. I hadn't set up any meetings yesterday because of the announced call, so I could take it. But nothing...
I also have an email address that you know you can use to write to me. But there is only one solution anyway and that is to pay us back the money.

Business Response
Date: 04/22/2024
It is our understanding that this matter has been resolved by refund
Thank you for bringing your concerns to our attention. We are working to resolve your concerns. You will be receiving further communication by email. Please update your complaint as resolved once received. For further concerns or questions, Please reach out to our Client support team at ************** Option 3
Customer Answer
Date: 04/29/2024

Complaint: 21413076

I am rejecting this response because:
Unfortunately, it is not true that the money was refunded. We are still waiting for it.

Please let us know by email as soon as the refund has actually been made.
Sincerely,

****** & *********************** & *****
Business Response
Date: 04/30/2024
It is our understanding that this matter has been resolved
Customer Answer
Date: 05/02/2024

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. The refund was actually credited to the credit card (only) yesterday. Thank you BBB!

Sincerely,

****** & *********************** & *****
Initial Complaint
Date:03/09/2024
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 would for a consultation and was told that I was going to get double the services for a specific cost. At no point in any of the discussions was I told about the quantity of services that I bought expiring after a certain time however, I did sign a contract that acknowledges this. The sales process was very intense.I felt very taken advantage of. But I purchased the packages anyway. I spent thousands of dollars on a service for laser hair removal and cool sculpting. The location that I signed up through was in ************, *******. It was very tough to find open slots for appointments and if you called in it took days for them to call you back to try to set appointments. , I moved away to ******** ** which is 2 1/2 hours away, and when I called *************** to see if I could transfer to *****, which was much closer to where I moved to. They told me that they couldn't do it. And when I called back, they said I could do it, but I could only transfer my laser treatment and not the cool sculpting. I called back so many times and now I've been dealing with the ***** branch in the Corporate facility. I was told that Cool sculpting cannot be transferred at all and that I would have to proceed 2 1/2 hours to *************** for my treatments. Then they tell me that my laser treatments had expired so I couldn't use those and I would have to pay for my visits going forward. I called back again to talk to somebody at ************ and they told me that they couldn't transfer cool sculpting to ***** but would refund me the cool sculpting amount. I was supposed to receive a call back. I never got a callback so I call back into the corporate facility again and they said that they would have somebody reach out to me that was weeks ago and I still haven't heard from anybody. I called this morning and now they tell me that my cool sculpting agreement has expired and those can't be transferred or refunded. I'm getting the runaround and I spent almost $10,000 at this place and not really able to use any of the services.
Business Response
Date: 03/11/2024
We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3
Initial Complaint
Date:03/07/2024
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.
This service is called CoolSculpting and advertisements indicate and tell clients they will experience 10-20% fat removal. I paid $6,300 roughly for this service in 2023. I did 16 cycles. It's been several months since I've had the last treatment done and I've experienced no results. There's been no change whatsoever. The ads were very misleading and dishonest. I am requesting a full refund for the amount I paid.
Business Response
Date: 03/08/2024
We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3
Customer Answer
Date: 03/08/2024

Complaint: 21400273

I am rejecting this response because: Ideal Image has only offered a follow up appointment as compensation to examine further why there has been a complete lack of results. I was told that I will in no way receive a refund of any kind. This is not acceptable.

Sincerely,

***********************
Business Response
Date: 03/08/2024
This client is fully treated and not eligible for refund. We have offered evaluation of the area treated to determine if additional treatments are warranted and the resolution
Customer Answer
Date: 03/11/2024

Complaint: 21400273

I am rejecting this response because: They've made zero effort to remediate this issue and they've admitted that. Now that 16 cycles have rendered little to no result, another "review" is not worth the time.

Sincerely,

***********************
Initial Complaint
Date:03/06/2024
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.
On 5/7/2021 I signed a contract with Ideal Image for 9 treatments on upper legs, lower legs, full bikini, and extended peri **** for the price of $5,566.20. At my consultation I hadnt shaved for over a month so that the providers could ***** my hair color and suitability for treatment. After a nurse (*****) looked at my hair, she told me I was a perfect candidate and that I would have at least 85% of my hair gone forever in the areas I wanted treated. During the consultation I informed ******* that I had PCOS and thyroid issues but they were being treated by an endocrinologist and gynecologist. ******* said that wasnt a problem and she treats patients with PCOS all the time and that they are some of her happiest clients and see amazing results. My $5,556.20 balance plus the cost for numbing cream was paid in full at the end of May 2022. After my 9 treatments, different nurses agreed that I didnt have good results and I was comped 1 more full leg treatment and 2 bikini and extended peri **** treatments. I ******* minutes away. I called and told the receptionist that I still have a lot of hair on my legs and they scheduled me to be comped again for my legs on 2/29/24. When I arrived I was told I would have to pay the membership price and I said I was told I would be comped since my results havent been good and I was told 85% of my hair would be gone during my consult. The nurse told me that since I have PCOS my hair will always grow a lot and come back even though my testosterone levels have been consistently declining since I have started treatment, I have been treated for PCOS for the last 4 years by an endocrinologist and gynecologist, I was told by Ideal Image that I would have 85% of my hair gone even WITH having PCOS, and I dont have excessive hair growth on places that I havent had treated, so why are they telling me thats the reason my results arent good? I cant be comped anymore treatments, so I need my money that I wasted back.
Business Response
Date: 03/07/2024
Your account is managed by the Lakeland ** Ideal Image which is a Franchise location( Owned by a private owner) Please contact the clinic at **************
Initial Complaint
Date:03/05/2024
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 reached out to the company to get laser hair removal and unfortunately was unable to get it done due to medical concerns with my husband and medical bills. I never received the procedure and the company refuses to work with me othef than perform the procedure at a later time. I explained my situation and they didn't care to help me any further. I don't want to be responsible for the loan through a 3rd party that ideal image solely uses for services I will not have rendered.
Business Response
Date: 03/05/2024
We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3
Initial Complaint
Date:03/04/2024
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 struggle with an eating disorder but they sold me a weight loss procedure I couldnt afford on high interest anyway. I am struggling with body image and they profited on my illness.
Business Response
Date: 03/05/2024
We would like to discuss your concerns further in hopes of a resolution. We have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3

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Ideal Image is NOT a BBB Accredited Business.