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

1,399 total complaints in the last 3 years.
212 complaints closed in the last 12 months.

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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:02/21/2024
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 have signed up for services, when called a left messages to cancel services no response from the business. I do not want to do business with this company and they have started charging me with no services rendered.
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
Initial Complaint
Date:02/21/2024
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 started laser hair removal in April 2022 to treat an incurable skin condition of the hair follicles. I was instructed by my dermatologist that laser therapy would be the next best treatment, once the hair is gone, I will no longer suffer from the effects of the skin condition. Fast forward to August 2023. I counted this would be the last session in my 16 month contract. When I inquired with the front desk, they told me the contract was extended until late October 2023. There was no explanation for this and I did not request it. Early October 2023, was my last session with Ideal. I expressed my concerns with my laser tech and she agreed that I still had ALOT of hair growth and would benefit from a few more sessions. She took photos to submit for a contract extension.She submitted the contract extension to the office manager and I never heard back. I emailed the laser technician and she told me my request for additional sessions was denied and there was nothing else I could do, unless I spent hundreds of dollars more to get the "membership". I feel as if spending thousands of dollars initially would have eliminated the hair, but I was never "hair free".I am a few months post my last laser therapy session and I have as much hair as when I started. I paid thousands of dollars to get rid of the hair permanently that never happened. Now that the hair growth is back in full swing, my skin condition is worsening. I contacted Ideal to file a complaint in January 2024. They scheduled me a follow up appt for the next month to discuss another treatment. Before I arrived, the tech called me and left a VM saying I didn't need to come because I am out of contract and had enough sessions. I went anyway and it was a waste of time. They did nothing. Even said "you will not be hair free" - even though their website states otherwise. She told me "just shave" - but I opted for laser to eliminate my need to shave, plus I cannot shave with my skin condition. I want my money back!
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
Customer Answer
Date: 02/26/2024

Complaint: 21323809

I am rejecting this response because: I have already done this. I emailed my complaint in January and spoke with a representative. They scheduled me a follow up appointment in clinic. The day of the appointment, I was contacted by **** at Ideal Image Canton who left me a ** saying "we are not doing any sessions today as you are out of contract. We will only be taking photos." I have attached the ** left on the day of the appointment. So, I went to the appointment anyway, and they refused to do anything. I am not sure why the representative in corporate would schedule me an appointment and the nurse call me to say they aren't doing anything. How could she assume anything from the appointment notes?
**** did look at the area and said, "it doesn't look bad, just shave it". I explained to **** I cannot "just shave" due to my skin condition. I still have ALOT of hair left in the Brazilian area. **** blamed the corporate office for giving me false information regarding the follow up appointment scheduled for that day. The representative at the 1800 number advised me to ask for a "double pass" since I never was offered one. When I was in the Ideal Image ************** I asked for the double pass, and **** told me "Well you should have asked your technician for it at your last appointment". I responded with "I had no idea that was an option". **** told me "The 12 sessions I had was enough and I will not be hair free", even though that is what Ideal Image offers.
I paid thousands for hair removal, as recommended by my dermatologist, and I did not get what I paid for. I want my money back.

Sincerely,

***************************
Business Response
Date: 02/26/2024
We scheduled a follow up for assessment of the area treated. This was not a guarantee of treatment. It has been determined, based off assesement, the client will need to utilize her touch *** for continued treatments
Customer Answer
Date: 02/26/2024

Complaint: 21323809

I am rejecting this response because: the "assessment" never happened. My appointment was scheduled for 2pm, the voicemail was left at 9:33AM. Last time I checked, a nurse cannot provide an "assessment" without actually looking at the area. The voicemail left basically stated they were doing NOTHING. So not sure how that can be classified as an assessment. In the photo attached on the last response, you can see she states there is no real reason to come, as they would only take photos. So again, please explain to me the real reason for the assessment? Just to waste my time? **** already made up her mind about my assessment when she called me hours before my appointment. As a nurse myself, I am appalled.
I do not have any more appointments as they claim I have already had 12 and are out of contract. As previously stated, I already paid THOUSANDS to achieve results I never reached, and the answer is to spend more? What am I missing here?
Sincerely,

***************************
Initial Complaint
Date:02/20/2024
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.
On the 15th I had a consultation with Ideal Image for filler and *****. I put a 384 dollar down payment on it out of a 600+ total price of the services. On the 17th I saw on their website they say if you cancelled the services in 72 hours you would get a refund. Since it was Sunday I could not contact the closed company and instead cancelled the appointment through the app and immediately called the next day to make sure the refund was going to be issued. They say they cannot because the timing and in fact I have to pay the remaining amount or have it go to collections despite the fact I did not receive any services and will not be receiving any services through them.
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
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:02/19/2024
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 originally began experiencing an adverse reaction with a hair removal laser on my face back in June 2023. When I first mentioned the reaction to my technician, I was given some antibiotic creams and emollients to treat the facial burn from the laser and told to keep an eye on it. After this happened, consistently after every treatment I received on the face, my skin stopped healing and a burn persisted. I sent an email to *********************** on 12/26/23, the last technician to treat the face area. He has not replied. I called the Ideal Image ********* office a week after this email was sent (first week of January) and was told that ****** is not in the office but that he has documented what happened thoroughly. I requested to speak to the Medical Director and was told by the office manager that he is not normally in office and does not see patients. I spoke with the Office Manager at Ideal Image, ************************* and was told I would get an update by yesterday, 1/22/24. I have not heard anything from her or anyone else. The contract even states "We may also terminate the Agreement at any time for any reason and we will then refund you if our medical director in his/her sole discretion determines that you are not an appropriate candidate to receive treatment services.." I officially requested that I schedule an appointment to speak with the Medical Director and request that my contract be suspended, Ive had no response for almost 2 months. My face is not healing and I have scarring from the treatments. I also requested that my card stop being charged. This was agreed upon by the Office Manager at Ideal Image ******************************, on 1/17/24 but Ideal Image has attempted to charge my card on 1/18/24, 1/19/24, and 1/21/24. In our past communications, I have requested callbacks regarding these issues, and *** only received one call from the manager while I was working, I sent an email requesting an email reply with no response almost 2 months later. ****************, MD
Business Response
Date: 02/20/2024
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: 02/23/2024

Complaint: 21317155

I am rejecting this response because:
Continue to claim I have an overdue payment, no response as to my complaint of being unable to tolerate the treatment, and no meeting made with the medical director.

Sincerely,

****************
Business Response
Date: 02/26/2024
We have attempted to reach this client several times. Our calls come from our 800#. If you have a call blocker, you will find out messages in your blocked box.

This client is fully treated, payments are continuing to be pulled to satisfy treatments received. We will continue to reach out to this client to discuss her concerns
Customer Answer
Date: 02/28/2024

Complaint: 21317155

I am rejecting this response because:
I called their corporate office, they do not take complaints in regards to adverse effects from their medical treatments and redirected me to the local clinic which continues to reject my calls. The office manager at this location *************************, also told me that she is not the one who deals with issues like this and that only the medical director can be the one to cancel the contract. When I asked if I can make an appointment with the medical director, the reply was "he is not normally in the office". As a physician myself, I consider this neglect in that I cannot meet with a medical director to discuss a medical condition that resulted from a treatment that he approved.

Sincerely,

****************
Business Response
Date: 03/04/2024
We have made several attempts to contact this client. We will contact her again today in hopes to reach her. Regarding her concerns with post treatment issues, Please contact your local clinic for assistance regarding your concerns. You have treated your contract to completion, no funds are available for refund and there is a balance owed based on the treatments received. For that reason, we are unable to stop payments. We encourage you to contact our Client Support team at ************** Option 3 should you miss our call
Customer Answer
Date: 03/07/2024

Complaint: 21317155

I am rejecting this response because:

I have tried calling back several times, left a message with no answer.
Sincerely,

****************
Business Response
Date: 04/01/2024
We will reach out to you directly
Initial Complaint
Date:02/18/2024
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 was pressured into buying (what I was told on a zoom call and not in person) a package of 16 cycles ($6359.50) of Coolsculpting for my abdomen and chin. I was told I had to buy this much to get a 50% deal, but they also added a $250 lifetime membership that was not explained to me. If it had, I could have told them I didnt want it, and that I wouldnt be able to use the Cooltone or the Ultherapy, as I have a. Pacemaker. After I started the treatments,I was told I would need extra cycles, which added another $1085. After all this money, which I found was way more than what other facilities were charging, I saw no results, especially in the abdomen. I got a slight reduction on the right side of my chin, but this was after getting a thermal injury that took quite awhile to heal. This all happened at the ************************ location in ****. I reviewed the before and after pictures with the nurse, and she really couldnt show me any change. I called the manger and expressed my displeasure, but nothing was done. I would like at least the majority of my money refunded, as I did not get any results, and especially because I sustained injuries in the process.
Business Response
Date: 02/19/2024
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: 02/20/2024

Complaint: 21309978

I am rejecting this response because:
I was contacted by the corporate office and was treated very rudely. I read the contract that the business gives you, even though they pressure you to sign right away without reading it. I do understand they cannot guarantee results, but I also dont see anywhere that says there is a possibility of a thermal event, that can alter your results and cause injury. I explained that I had bruising, pain, and redness for over two weeks and across my neck and ended up having more fat taken off the right side than the left I am not happy with losing so much money and do not agree with not getting a refund. However, I said if they could at least offer to do a cycle on my chin to fix their mistake, They declined and said they would do nothing.
Sincerely,

*********************
Business Response
Date: 02/22/2024
Our informed consent covers all risk associated with treatment to include the risk you have explained. We apologize for your experience. Additional treatments were recommended. We are happy to provide a discount towards purchase should you choose however, since you only received base line treatment, we are unable to provide treatment for free
Customer Answer
Date: 02/26/2024

Complaint: 21309978

I am rejecting this response because saying you are going to give me a discount on something that injured me is ridiculous. I am not asking for a complete refund. I am asking that you treat what you messed up with the injury on my neck. Because of the thermal event, the companys decision to do a treatment on the center instead of the left side caused a very noticeable difference in my appearance on top of the pain and discomfort from the injury. I had a plastic surgeon say that I would need liposuction to fully correct it. All I am asking is for them to treat my left chin, like they should have done in the beginning.

Sincerely,

*********************
Initial Complaint
Date:02/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged for a membership. I sent two emails requesting that I did not want this membership with no response. I'd like to be refunded for the annual membership.
Business Response
Date: 02/19/2024
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:02/13/2024
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.
First of allwas given false information on how much filler I needed. Yes I bought into contract for extra but was pressured and nothing was explained in detail. I had first perioral injection and was not done properly. I do not want another.i still have lumps on upper lip and not going away. All Im asking is for a refund of my money that has been paid in full
Business Response
Date: 02/14/2024
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:02/13/2024
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.
Below is a full history of my scheduling experience with Ideal:September 2022- rescheduled because provider moved out of state and no providers available, couldn't schedule me until December.Dec 2022- I was sick and had to reschedule. Was scheduled for Jan 6, 2023, completed.March 2023- provider family member died, scheduled in May because no staff availability. May appt completed, then scheduled for July 6, 2023.July 6, 2023- Ideal called, providers changed scheduled and not able to do appt this date. I expressed concern to scheduler about cancellations and my contract. Was told it would be honored.Rescheduled for 7/21/23.July 21, 2023- provider refused to do my legs because I got some sun 2 weeks before and she had prior complaints re: welping clients. Scheduled for 8/23 for lower legs and scheduled for bikini and underarms on 9/29 because all areas now have to be split up because tx wasn't done to legs this date.August 2023- 8/23 (for legs) cancelled due to no staff. Rescheduled to 8/29 and that appointment was cancelled without notice and rescheduling. I called to have it scheduled, 9/26/24.Sept 2023-scheduled for 9/26 underarms and brazillian, completed. Sent 2 emails to customer service without response. Contacted **** and requested to speak with regional manager. Spoke with *******, noted contract extended.October 2023- 10/6 for legs only, completed.November-11/21 all 3 areas, completed. next appt scheduled for 1/16/24.Jan ****- Ideal requesting to reschedule 1/16 appt as provider schedule changed. Rescheduled for 1/30. Contact via phone and email that 1/30 had to be rescheduled due to training day. Rescheduled for 2/13.Feb ****- I called on 2/12 noticing appointment was cancelled in app without notice. Told by scheduler, I was a no show on 1/30. Requested to speak with Manager before rescheduling, which she noted "we now have an area Manager and I'll let her know"Total number of rescheduled appts due to Ideal: 8 By me: 1
Business Response
Date: 02/13/2024
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:02/12/2024
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 had a consult for treatment and scheduled my appointments. Upon arrival for my scheduled appointment, I was told they could not perform the treatment because I had a dental cleaning. I had mentioned this in the consultation and all my appointments were scheduled regardless. I asked for a refund as it would be some time before I could get back in due to a dental issue and because I was NOT told there was a a no refund policy if there is. I cannot get a return phone call, email, etc from the manager, nor are my phone calls now being answered.
Business Response
Date: 02/13/2024
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: 02/16/2024

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.
Upon receipt of my complaint, I immediately received a phone call with the end result being compliant with my request. The representative was both polite and understanding. My refund was issued in full without further hesitation.

Sincerely,

***************************
Initial Complaint
Date:02/12/2024
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 received treatment on several areas and paid $10,000 - while some have have Im proved 2 areas did not AT ALL and have resulted in even more hair growth. I worked with the company as they suggested more treatments and nothing changed. I received a call as well as an email confirming a claim resolution in the amount of $1,368.08 for the 2 areas of concern- email attached. When following up, I was told there are no funds for the claim and claim is denied- even though it was confirmed to be approved by the 2 clinics visited. No concern for their clients or results. No Guarentees is what their response is. They advertise laser hair free services but do not guarantee anything after thousands of dollars spent and only to cause more hair growth where there was non in spots treated. Emotionally distressed by the deception of this company and the lies being told regarding the claim. Would not recommend this business to anyone since they do not care about their clients nor the claims they make and advertise regarding their services. Ive had to spend more money on resolving the hair growth issues from their laser than what initially was paid to the business. Buyer beware! I would only like a refund for what was promised in writing by the company!
Business Response
Date: 02/13/2024
We apologize for your experience, We offer no guarantee of results on any of our services. Please review your informed consent for details regarding your particular concern.
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.