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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

    • 1,399 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/04/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      RE: Coolsculpting procedure On 2/9/24 I had a consultation with *********. I told her I was informed my sensation issues preclude me from having the cool sculpting done. She told me it would not be an issue as long as there was no compression to the nerve areas. On 2/20/24 I visited the establishment in Bethesda for my first appointment. I was given a medical form to visit my PCP to assess and evaluate whether I could have the procedure done. I decided I would no longer proceed with the procedure. I am not an expert on cool sculpting, but I am also a nurse practitioner and understand that the procedure could cause damage to my nerves.On 2/23/24 I emailed ********* and told her I would like to cancel the procedure altogether. She did not respond to my request. On 3/4/24 I requested a cancelation since ********* did not reply. I was told I would not receive a refund. I contacted ********* immediately and she confirmed that is usually the case. They are not very honest with their consultation. ********* knew the no refund policy, so I was tricked into signing up even though she knew there was a possibility I would not be able to have the procedure done. What ********* should have done is to offer me the opportunity to seek medical advice before attempting to pay. This loan is through the bank. They allow you to sign off on a loan through the bank knowing you will have to go through a lot of loops to get your money back. I will not pay for a loan with the bank. Ideal Image must cancel this service and return the money to the bank. People have to work very hard for their money. No one can afford to throw away $3000 for no service just for someone else to get paid for doing nothing. Kindly cancel the service and return the money. Thanks

      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

      Customer Answer

      Date: 03/15/2024

       
      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:03/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 made a call with a sales person from Ideal Image on January 31st. During the call, I was very clear that I was seeking permanent hair removal and thought that's what I was being offered. At no time during the call was I told that I only had 3 days to change my mind. After researching the company further, I realized that this is often a sales tactic that they use to get clients (deceptive advertising). You sign everything while you are on the phone with the sales person. My first appointment was supposed to take place on March 7 and I called to cancel it because they don't do permanent hair removal. I'm interested in electrolysis, not laser. I have not paid any funds nor have I been provided a service by them. But I am supposed to begin payment soon and I would like to end the relationship and not

      Business Response

      Date: 03/04/2024

      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: 03/07/2024

       
      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:02/29/2024

      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.
      I purchased a package during the Covid lockdown in May of 2022, ideal image was currently closed and not performing services and could not provide a date of reopening but assured me I would be contacted once they reopened. During the call it was never mentioned that the package would expire in 16 months especially considering they were not open for treatments at that time. I was verbally told by the sales rep in a zoom call that it was a lifetime package. After this meeting I was never sent a copy of the agreement. They had called while I was in the middle of a move, shortly after I became pregnant and gave birth in December of 2021. It was advised to me during my ob appointments that laser hair removal was not allowed during pregnancy/breastfeeding. I became pregnant again in 2022. I just recently (in February of 2024) stopped breastfeeding and contacted the location to setup an appointment. I was rudely advised that I am past my contract and they will not be able to schedule me. This call was made Monday 2-26-2024, I called several other times as I was advised a manager would get right back to me. She wouldnt ************* and wouldnt return my calls all week and called me the last 5 minutes she was in office on Thursday 2-29-2024 to leave me a quick message in which she claimed she submitted for the refund but it was rejected by the system because it was beyond the contract date so I would not be getting the service or a refund.

      Business Response

      Date: 03/04/2024

      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:02/29/2024

      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.
      Ideal Image has cancelled or rescheduled my laser hair removal treatments for nearly two years now. To date I have only been seen for three treatments when I should be completely finished. I have been more than understanding and accommodating, especially after the Fox Point location closed and I was forced to drive all the way to Brookfield. But my last straw was today when after waiting 3 months for my appointment, I was called at close of business ** my appointment is cancelled yet again. I then asked for a refund. I was informed that a refund is not possible and was denied the opportunity to appeal my issue with management.

      Business Response

      Date: 03/04/2024

      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:02/27/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 wanted to cancel the whole thing. I have not even had the first treatment yet. They did everything over the phone. I wanted to cancel it. I emailed the person back explaining that I wanted to cancel. i filled out the papers and signed them on a Sat. That following Monday I had a change of heart so the contract said by that Monday I could cancel. Which i text the lady back and emailed her saying i did not want to do it. I even called the place and told them as well. They said i could not cancel. made calls to corp. But no one wants to address me not having it done. in the mean time they will be taking 98 out of my account every month. The office keeps saying they do not have a email. But i emailed the lady back so im just really upset how all this is going. My appt is not till March the ********* have been calling trying to get this resolved. I have the emails and the text to the person who set me up she told me I could reach out to her with concerns but no one is responding back to me .

      Business Response

      Date: 02/28/2024

      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: 02/28/2024

       
      Complaint: 21354649

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 03/04/2024

      It is our understanding that this matter has been resolved by refund

      Customer Answer

      Date: 03/06/2024

       
      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:02/27/2024

      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.
      My transaction was late last year and I went to the ideal image in **********, ******** as I always do and as they did the cool sculpting procedure I mentioned how one side of my stomach was botched. The nurse agreed and said the last nurse probably didn't place or rub it right. I expect this to be fully redone on one side to match the other side of my stomach. One side looks like a shark bite even tho I haven't done much on the bottom and the top have the same amount of sculpts done. And I kept asking to only buy and use one and they wouldn't let me do that either before.

      Business Response

      Date: 02/27/2024

      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:02/26/2024

      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 was not told that my service was not refundable during ***************. I was in no mental state to be making such a rash purchase, which I realized immediately after the consultation, and emailed the woman I spoke with, *********************. I was told to call the office and was then told that there was nothing that could be done.

      Business Response

      Date: 02/27/2024

      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:02/26/2024

      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.
      I met with the nurses for a free consultation. After doing so and asking all of my questions I signed up for laser hair removal with the company. I spent almost $5000 on laser hair removal. Numerous of my appts have been cancelled. If you know anything about laser hair removal you have to go at certain intervals for it to work. Well they continuously cancelled my appts. When i was able to get squeezed in i would leave and get ingrown hairs, boils, even painful cysts that had to be removed surgically. I have reached out more times then i can count and they wont ***** call me back to discuss.

      Business Response

      Date: 02/26/2024

      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: 02/28/2024

       
      Complaint: 21347273

      I am rejecting this response because: I reached out to head quarters like they had instructed me to do. Head quarters then told me i had to call my local office. I called the local office and got no where, they told me I had to call head quarters. I called head quarters again thinking maybe I got a person who wasn't understanding me and they also told me i had to deal with the local office. This business avoids issues by giving people the run around. They are unprofessional and don't care about their clients.



      Sincerely,

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

      Business Response

      Date: 02/28/2024

      We will reach out to you directly to ensure you are connected with the proper department

      Customer Answer

      Date: 03/01/2024

       
      Complaint: 21347273

      I am rejecting this response because I have been trying to resolve this since December. Now you want me to wait another month to be evaluated by your nurses.

      Sincerely,

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

      Business Response

      Date: 03/04/2024

      This client is scheduled to go into clinic for an assessment. This client is fully treated, not eligible for refund and owes the balance due for that reason. Assessment of results will be able to assist this clients with her issues with results

      Customer Answer

      Date: 03/06/2024

       
      Complaint: 21347273

      I am rejecting this response because: I am not fully treated as I still have large amounts of hair growth in all "treated" areas. 



      Sincerely,

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

    • Initial Complaint

      Date:02/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 package of 8 laser hair removal treatments. After receiving one service, I wish to discontinue treatment.The salesperson misrepresented the results of the treatment as permanent, after I stated that I believed the results to be semi-permanent. I only saw the treatment as worth the price under the impression that the results are permanent. I have since learned that the salespersons claim was untrue. If the nature of the results were truthfully represented, I would not have bought services.

      Business Response

      Date: 02/26/2024

      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: 02/26/2024

       
      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:02/21/2024

      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 purchased services in December 2021 for laser hair treatment to four treatment areas. I was 5 treatments in and frustrated because I explained at my appointments that I didn't feel like they were working anyway. Nobody asked about my race when signing me up for treatment so 2 treatments in when they discovered im 50% black, they had to change my course of treatment anyways. They reassured me that they would begin to show more improvement as I continued treatment. Well my family ended up moving to a different city away from the original clinic, so between that, having surgery, new job/schedule, kids, *********. as most people do, going to my appointments wasn't at the top of my priority list. When I signed up for the contract, it was explained that the recommendation was for x amount of time, or would be complete in x amount of time, however nobody told me that after said ****************** would EXPIRE. Now that I'm in a more settled period of life, I call to transfer my clinic and start my treatment back up, they informed me my appointments "expired" and that it would be a the store managers discretion whether or not to reinstate the rest of my visits. She called me and offered me one "free" visit, then if I wanted I could pay for individual sessions after that. First of all it's NOT free, I paid 3k for this service, and for several more appointments than ONE. This needs to truly be EXPLAINED to people when they purchase, or spelled out a little more specifically in the contract. What a joke. AVOID AT ALL COSTS, go find a laser hair place that HONORS their treatment sales.

      Business Response

      Date: 02/22/2024

      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

    Ideal Image is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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