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

1,387 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:02/04/2024
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 began my relationship with ideal image in 2021. I bought a package for filler that was buy one get one free. They said its not a problem that I could bank the filler until it was needed. I said great! I also purchased Botox. I was also sold the membership at $250 a year. That membership including membership pricing and a free service. Then in 2023 that changed. Which was disappointing. The price went up and no free service. I continued because I thought I needed to maintain my banked items. I made an appt. for Botox last year the receptionist never offered the special which with lots of work on the phone I finally was able to straighten it out. I made an appt went to get my services 1/24 that I paid for and I am told they expired. Strange its in the bank isnt it? I paid for services I did not receive and the manager wouldnt even come out to discuss any of it with me. I called corporate and have not received a call back after over a week. I work in customer service myself and find that this is a horrible way to treat a customer. I want what I paid for period. They previously acted as though reinstating my services was not a problem but apparently it is. I asked every time if their professional thought my face was ready for the filler again and they said no. The corporate customer service agent said I can always still get it. I am going by what their professional recommended I am not the professional in this area so trusted their advice. So I waited. Now its expired and no one wants to honor my services that I purchased and banked. They dont care about their customer and after reading other complaints, I see this is how they run their business. I want my services I paid for and no more games from them. Since my contract was to be renewed 3/2024 and I was informed I didnt need to have the yearly contract to receive services I decided to not renew. I cant support a company that doesn't do the right thing for their customers.
Business Response
Date: 02/05/2024
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:02/03/2024
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.
Ideal Image is ignoring my request for a refund. Ideal Image has yet to refund me my money for the services they did not provide. On May 5th, 2023, right before my scheduled next appointment, May 10, 2023, Ideal Image called and emailed me and said they have cancelled all my upcoming appointments and that they will send a physical letter in the mail regarding the next steps of obtaining my refund. I never received a letter in the mail and have been calling them every month asking for an update. The person that answers the phone always gives me the same phone number of an unknown third party company *************) but this number never picks up and it always goes to voicemail. I leave a voicemail and I never get a call back. I've even tried to contact the Ideal Image partner, *************** but they told me they are not associated with Ideal Image and are no help. I've had enough. I need my $2204.97 back.
Business Response
Date: 02/05/2024
We hope this letter finds you in good health and high spirits. It is with a heavy heart that we announce the closure of our ******** operations .

spatru.com
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Customer Answer
Date: 02/05/2024

Complaint: 21243193

I am rejecting this response because:
I have already called the number provided in that response, multiple times and left many voicemails. I have not received a call back with any new information on my refund.
I have also called *************** and they told me their contract with Ideal image ended on December 6th. They will not honour my refund either. I still dont have information on when and where my refund is.

Sincerely,

*********************
Business Response
Date: 02/08/2024
We apologize for the inconvenience, We are unable to assist with your complaint. Our Canadian clinics were closed and control was handed over to ************* as explained in our previous response. Please contact them directly for further assistance
Initial Complaint
Date:02/03/2024
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 am paying off $4,422.00 for a loan via Ally Lending for a treatment from this company: Ideal Image Plantation for various sessions of cool sculpting and come to find out that I am throwing my money down the drain because I called to schedule an appointment and they told me my sessions have expired without notification and theyve completely cancelled my membership without allowing me to complete the treatment that I paid for. My only option is to purchase NEW treatment sessions while Im still paying off the loan on the first set of sessions I HAVEN'T EVEN USED. I think its ridiculous to not allow a client to finish treatment that they already paid for, when I asked over the phone if there was any way they could try to help me in this matter I was simply told no thats not our policy. I dont think a company that does not spend any interest in helping their customers (who are spending a great deal of money) should be allowed to continue to operate in this way, especially and particularly under false pretenses of a lifetime guarantee membership. I would like to at least finish my treatment or if not able to then at least have the company release me from paying off the rest of this loan for treatments I didnt even do.
Business Response
Date: 02/05/2024
IT IS OUR UNDERSTANDING THAT THIS MATTER HAS BEEN RESOLVED
Initial Complaint
Date:02/02/2024
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 bought over **** dollars worth of services. I have been trying to get in touch with a manager and no one has ever called me back. When I spoke to someone at an actual facility, they notified me that managers were literally refusing to speak to me. I have now spoken to a lawyer who is willing to help me *** if they do not refund me or finish my services. This company did well with my first few services and even doing my glabella, but every other service I have tried to book has been repeatedly cancelled at the last minute. They claim they are so booked, they could not reschedule, so I was forced to call back again and again to try until ultimately my contract ended. I would not recommend. Why would a manager just straight ********* to even speak to me? That's crazy.
Business Response
Date: 02/05/2024
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: 02/08/2024

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:02/01/2024
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.
My mom was severely mistreated by the front office staff and the people who did her procedures, as well as charged for a procedure she didn't do because of the staff's oversight. When my boyfriend and I came in with her to the office for the first time, one of the staff kept repeating to my mom "did you get my voicemail? did you get my voicemail?" to my mom, almost panicking as if she knew my mom was getting bad treatment. (After the visit, we checked my mom's phone and there was no voicemail). We got help from a new receptionist *****, who ended up quitting after a week of working there, which I believe speaks for itself. My mom was told she was going to get a full refund because she was very unhappy with her results, and she developed dark blemishes and marks on her face. She looked worse than before she started her treatment. My mom was referred here by her friend, and she said she was promised hour-long treatments - but was only given 30 minutes each time, while her friend (who is white) got the full hour. The second person that did my mom's treatment was also very rude and disrespectful to her. Eventually, after talking to corporate and somebody that ***** connected us to (before *****'s last day), they told my mom she was only going to get a refund of the procedure that wasn't done because they do not refund "services rendered". Which is not what we were told, so there was a lot of miscommunication, and my mom was promised a cream that would help with blemishes, and she never got contacted back about that. When we attempted to get the refund for the procedure that wasn't done, we were given a lengthy contract that had a bunch of stipulations, which stated that if we signed this contract to get the refund back, we could not: take legal action, leave any negative reviews, and that by signing to get the refund back, we were happy with the results and service. There are multiple class action suits against Ideal image as well.
Business Response
Date: 02/02/2024
Please provide us with the information of the Ideal Image Client. The person posting this complaint is not a client. Without the appropriate information, we are unable to assist
Customer Answer
Date: 02/02/2024
This is the contract given in order to receive the refund on a charge on a procedure that wasnt done. The staff charged my mom for services that wasnt rendered, so not sure why we have to agree to all of these terms when she should get her money back on a procedure that wasnt done, that she was falsely and mistakenly charged for by the office staff.
Customer Answer
Date: 02/02/2024
From the CONSUMER:
Sent 2/2/2024 3:48:38 PM
This is the contract given in order to receive the refund on a charge on a procedure that wasnt done. The staff charged my mom for services that wasnt rendered, so not sure why we have to agree to all of these terms when she should get her money back on a procedure that wasnt done, that she was falsely and mistakenly charged for by the office staff.
Business Response
Date: 02/02/2024
we do not offer refunds for services rendered. Refund has been offered and a release of service has been sent. This is a standard document required for all clients deciding to discontinue treatment that was started.

We are happy to provide refund of the unused treatments once we receive a signed release. The release is valid for 14 days after which payment will become an account credit
Initial Complaint
Date:01/29/2024
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.
Ideal Image is a medical spa, I paid in full for laser hair removal treatments. These treatments caused me ***** that I notified the establishment about and provided pictures. I was in contact with multiple different employees over the course of 2+ years who all end up leaving the business, leaving me with no further point of contact. I have been offered additional services which are unsatisfactory due to my reason for not returning and they are refusing to provide response or refund. I am not asking for a refund of the money used on services, but the remainder of the funds on my account that I do not feel safe using there any longer. The establishment has confirmed they have $1100 on my account that has not yet been used towards services.
Business Response
Date: 01/30/2024
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:01/26/2024
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.
Was charged ******* for a laser hair removal package. Went to first appointment and decided not to recieve service due to pain. I did not receive any service at all and the company is refusing to refund money. When I signed up I was never told my card would be charged until the first appointment. I have read so many examples of this happening to others and believe the company needs to be held accountable.
Business Response
Date: 01/29/2024
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: 01/29/2024

Complaint: 21205208

I am rejecting this response because: the referred me to customer service who transferred me to a number that no one answers I left a message with no response

Sincerely,

*******************
Business Response
Date: 02/01/2024
We have contacted the client 3 times and each time the call was answered and immediately disconnected. We will reach out again as we are attempting to resolve this issue
Customer Answer
Date: 02/02/2024

Complaint: 21205208

I am rejecting this response because: we spoke with someone and are waiting for the refund check, when we receive it we will accept resolution

Sincerely,

*******************
Business Response
Date: 02/12/2024
Checked mailed on 2/8- Please update your review upon receipt
Customer Answer
Date: 02/15/2024

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. Upon receiving the check the complaint will be removed.

Sincerely,

*******************
Initial Complaint
Date:01/25/2024
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 can no longer take the treatment I signed up for due to medical conditions, I submitted one doctor's note they said that wasn't sufficient, I'm developing other medical conditions because of them and the treatment that have gotten worse and their response is that they can divert the money I paid to other services but cannot refund. When asked if they're forcing me to take the treatment they said they're not but they've no answers when I tell them what happens to the money I paid.
Business Response
Date: 01/26/2024
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: 02/01/2024

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,

***********************
Customer Answer
Date: 01/02/2025

Complaint: 21199222

I am rejecting this response because: My medical history has changed and I am currently under a treatment from a doctor *** has provided a doctor's note to Ideal Image that I can no longer take any services from Ideal Image. Ideal Image was provided with my doctor's note on December 10, 2024, that I cannot take any treatment from them and I followed-up with them with a phone call and was told I would get a full refund within two weeks. I still have not received this refund. They claim to not give any medical advice but they do not accept a doctor's note, so they are really going against a doctor's medical advice? I would like this resolved with a full refund of my outstanding balance with them.

Sincerely,

****** *****
Business Response
Date: 01/02/2025
Please see attached Dr.Note, we have agreed to comply with your doctors request to not treat the arms concurring with your shots. Please contact us to discuss further and to schedule treatment on your schedule
Customer Answer
Date: 01/03/2025

Complaint: 21199222

I am rejecting this response because: I've new medical history and I'm not recommended by my doctor to take any treatment by ideal image. Unless you are going against my doctor's medical recommendations and you are providing me medical recommendations of getting treatment done you need to refund my balance.

Sincerely,

****** *****
Initial Complaint
Date:01/25/2024
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 received a virtual consultation from Ideal Image on 12/13/2023 for Ultherapy and Coolsculpting services. The total amount for the services was quoted at $6087.05. I was looked over by a sales consultant on the areas and was told that I would be a great candidate for these procedures. How can I be a great candidate without doing a full physical assessment and obtaining a medical history? The sales consultant then stated that we could apply for a loan to see what I would qualify for. There was never any mention by the sales consultant that I was signing a contract. I also asked the consultant if there were any adverse reactions to these procedures and she did not answer my question. These consultations are all recorded, so it can be reviewed. It was all very rushed and was all about getting the loan documents signed, so we can schedule an appointment. I ended up scheduling appointments, but then cancelled all appointments more than 24 hours in advance. I felt very uneasy about the whole process and began doing my own research on Ideal Image as a company. I was shocked on the amount of complaints and horrible experiences that I found. I do not feel comfortable putting my health at risk stepping foot into any Ideal Image based on the exorbitant amount of complaints and negative experiences found. I have not completed any services with Ideal Image. I have never stepped foot into any Ideal Image office. I have not been assessed by any medical professional before receiving a treatment quote. I have called Ideal Image on several occasions and they have all given me the run around stating the same thing that they will not refund the money back. I also contacted Patient Fi which is the lender for the loan and they stated that I can absolutely cancel my contract and the contract can easily be dissolved by Ideal Image. I am requesting a full refund back to the lender Patient Fi. If I can not get resolution through this channel, I will be taking this issue to small claims court.
Business Response
Date: 01/26/2024
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: 01/28/2024

Complaint: 21198514

I am rejecting this response because:
I have already contacted the Ideal Image phone number provided on several occasions and they were unwilling to help me with refunding the money back to Patient Fi. Furthermore, I have not or ever received the original copy of the contract with signatures. On 1/23/2024, I was only emailed a copy of a quote with my acknowledgment only on the quote page and a supposed contract with no signatures on any pages. In the documents provided on 1/23/2024 on page 23 under Ideal Image Customer Terms and Conditions it states This is Ideal Images Customer Terms and Conditions (the Terms and Conditions) and sets forth important legally binding terms and conditions governing your relationship in transactions with Ideal Image and relating to the services to be provided by Ideal Image and/ or its health care providers
I have NOT received any services from Ideal Image therefore, I am requesting a full refund to Patient Fi. I am also requesting the original contract with signatures.

Sincerely,

*******************************
Business Response
Date: 01/29/2024
All Clients acknowledge a service agreement. Acknowledgment is provided upon selection of a box. *********** agreement is then ************* stamped with the email address of the individual providing acknowledgment. This constitutes legal consent and acknowledgment and the original document has been provided to this client. We will call to discuss her concerns
Customer Answer
Date: 01/30/2024

Complaint: 21198514

I am rejecting this response because:
Acknowledging that I received a quote for services does not constitute me agreeing to any type of service. I have the right to choose not do any type of procedure. I chose to not go ahead with any services with Ideal Image due to all the reasons listed in my initial complaint and my unwillingness to put my health at risk based on adverse reactions related to these procedures and the substantial amounts of negative experiences and complaints in regards to Ideal Image.

Sincerely,

*******************************
Business Response
Date: 02/12/2024
It is our understanding that this matter has been resolved
Customer Answer
Date: 02/13/2024

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:01/23/2024
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.
On May 1st 2023 I scheduled a cool sculpting treatment for marriage gift from my husband. On June 13th I completed my first Abdomen treatment. During this treatment ****** was great in explaining the procedure and she explained how it is normal to see around 20-30% loss in someone of my stature. She even stated that she wouldn't be surprised if it removed more as she said I had very little extra weight in my mid section region compared to the normal cliental. She did tell me it could take as much as 3 months to see full results to be patient. On June 20th I returned to get another treatment on my abdomen and then a treatment on my flank. It had only been a week and I was seeing zero results but ****** reassured me the results were coming. I had one more treatment left and we agreed to wait a month to see what area needed the last treatment. We scheduled an appointment around the end of July beginning of August. That morning I woke up sick and I called in. I was told I would be charged if I didn't show, so I got in my car and rushed there just to find out it was closed. Called in scheduled another appointment for a few weeks later... closed again. After 5 months of trying to call and schedule ****** finally seen me again December 9. I exclaimed to her my months of frustration and the fact that I had been trying to get in because I had ZERO results. I have maintained diet and exercise yet gained 11lbs. 11lbs that I did not have in July or August. They are not forcing me to lose weight to determine if I deserve a refund. They literally are saying because of my weight they do not know if the treatment worked. Yet this weigh would not have been a problem months ago. I have been polite and asked for just equal services. But, they are basically fat shaming me and saying they cannot make a resolution because of an 11lbs weight gain. I have been working out so as they said in the appt muscle weighs more than fat. But they are shaming me even though ****** 100% agrees
Business Response
Date: 01/25/2024
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.