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:01/22/2024
Type:Billing 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 have been trying to get help with my account for several weeks and the clinic manager has been unwilling to help.I bought a package for $2,545 but never received treatments due to severe postpartum depression and anxiety. The clinic manager is telling me that my account has been inactive for too long and she will not make it active again. I have been told my client support services that clinic managers have the ability to change account status. Additionally I have moved out of state and had requested that she transfer my account to the ********* location.I was also told that packages are refundable as long as no treatments have been started. The clinic manager says she can not refund me or offer a credit. It is baffling to me that she is not willing to help in any way, whether its making the account active and transferable or offering a service credit so that I can start treatments at a new location.I am extremely disappointed and looking for someone who can offer legitimate help.
Business Response
Date: 01/23/2024
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: 01/25/2024

Complaint: 21181373

I am rejecting this response because:
I have already called the support line 4-5 times and no one has been able to provide me with a solution.

Sincerely,

***********************************
Business Response
Date: 01/25/2024
We have offered resolution offers and are awaiting a call back to discuss her choice. We will reach out to her again
Customer Answer
Date: 01/26/2024

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:01/16/2024
Type:Sales and Advertising 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.
Hello, I have entered a contract about a year and half ago for laser at ideal image. Within the past 6 or so months. Ive had my appointment cancelled by Idea Image 2 times to get my legs lasered. Which those are 2 times within my contract I cant get my legs done, therefore Im just losing money and not receiving what I am paying for. I am disappointed that this has happened more than once.
Business Response
Date: 01/17/2024
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:01/16/2024
Type:Sales and Advertising 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 signed up with Ideal Image for laser hair removal in March of 2023 and have only received 3 treatments in the span of 9 months. Over that time frame I have had 7 cancellations, with two of them resulting in me doing a 6 hour round trip to get to the closest location. My appointments were constantly being canceled last minute due to not having a provider. This has been the worse experience I have been had and want a full refund.
Business Response
Date: 01/17/2024
We have sold all ********** Clinics to Revive Med Spa. Please contact Revive at ************ For further assistance with Scheduling
Customer Answer
Date: 01/23/2024

Complaint: 21151845

I am rejecting this response because: Ideal Image may have sold their ********** clinics but they have taken 8 months worth of payments without providing the services in their contract.

Sincerely,

See *****
Business Response
Date: 01/25/2024
All conversations regarding refund will need to be discussed with the current business. We have sent them a request to contact you
Customer Answer
Date: 01/26/2024

Complaint: 21151845

I am rejecting this response because: Ideal Image still took my money for the 10 months that they did not provide the services that were sold to me. During that time, Ideal Image had not sold their business yet.

Sincerely,

See *****
Business Response
Date: 02/12/2024
We apologize for the inconvenience, all refund request will need to be made to Revive Med Spa
Customer Answer
Date: 03/06/2024
I want a full refund because I did not receive the services that I paid for.
Initial Complaint
Date:01/12/2024
Type:Customer Service 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 had a consultation with business in the beginning of 2020. The pandemic happened and I was unable to schedule or start any treatments as I have a compromised immune system. I reached out to customer service but was given the run around.
Business Response
Date: 01/15/2024
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:01/12/2024
Type:Sales and Advertising 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 had a consultation for CoolSculpting under my chin on 12/30/23. As soon as I walked in the room, I was told that I wasn't a candidate for that area since the device wouldn't fit. She tried the device under my chin and said, "we might be able to make this work as long as you don't expect drastic results". ***** then went on to push the sale of Laser Hair Treatment and I wound up hearing more about the *** than CoolSculpting. I was quoted for both, and I was put under immense pressure to hurry and sign the contracts. ***** was still talking about the *** and distracting me from reading the terms of the agreement. I was told that all procedures are due up front, and I paid over $3,100 (with cash and card) for the CoolSculpting. I left feeling confused, and like I had been scammed. Come to find out, once I got home, Ideal Image no longer accepts cash payments and they actually DO have financing options. I checked my folder, and I wasn't given a receipt for the cash portion of my payment. (I did call and eventually obtain receipt for the cash.)Then, I saw my appointment was scheduled for my abdomen, not under my chin, when we didn't even discuss that area. She scheduled it for as soon as possible, but with the federal holiday, I luckily had time to cancel the appointment before being subjected to their expensive rescheduling fees. On another note, the conversations surrounding this cosmetic procedure led to the topic of expanding my family. We've decided we'll try for one more baby before I get any work done. Considering there is a 12-month duration period of the contract, I called to request termination of our agreement in accordance with their termination policy. ***** sounded extremely angry with me and offered no help. She said it doesn't matter if I'm actively trying to get pregnant now, as she insisted that I follow through with the procedure.I don't want to have to put this business on blast. I will want to warn others though, if we don't find a solution.
Business Response
Date: 01/15/2024
It is our understanding that this matter has been resolved
Customer Answer
Date: 01/17/2024

Complaint: 21136796

I am rejecting this response. Although open communication has been established, and I have deleted my ****** review, I am still waiting to receive the refund. I don't have any way to confirm that the refund has been initialed. However, once the funds are received, I will be happy to close this complaint on BBB.

Sincerely,

*******************************
Business Response
Date: 01/19/2024
Please communicate with the franchise location regarding refund time frame
Customer Answer
Date: 01/30/2024

Complaint: 21136796

I am rejecting this response because: After promising to provide a full refund, minus $100, the establishment has gone silent. So, I disputed the charge with my credit card company. The dispute is still ongoing, and I have yet to receive any refund for the cash payment. The franchise has failed to disclose the details of the differences between cooperate office and franchise establishment dispute resolutions. I deleted the ****** review, as requested, yet I'm tempted to write an updated version of my experience. The refund (minus $100) was acceptable. However, it is just more deceit at this point, in an attempt to get me to remove my ****** review, and with absolutely no intentions of actually refunding the money. This is exactly why I've left the complaint open on BBB. If we are unable to resolve this on the current platform, I suppose the next steps will be filing a complaint with the ************************ and initiating arbitration.

Sincerely,

*******************************
Initial Complaint
Date:01/12/2024
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.
Ideal Image lended me funds to pay for cosmetic services except the funds are in a portal that they claim they can't retract. I never used them. I can't owe money that I can use and they won't allow PatientFi to have their money back. The contract is a non refundable contract.
Business Response
Date: 01/12/2024
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
Initial Complaint
Date:01/12/2024
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.
Unprofessional and dishonest. Told me less than an hour before my coolsculpting appointment that I couldnt do it based on my gynocamastia. That is the whole reason I went there and they told me I could do it with the coolsculpting. Telling me I was the perfect candidate for this procedure. Then when time comes for appointment.less than an hour ********************************** Im not the perfect candidate and they cant do it.I anticipated this for a long time and got my hopes up for nothing. They said they cant do nothing to help me and they admitted to lying to me.
Business Response
Date: 01/12/2024
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: 01/13/2024

Complaint: 21136080

I am rejecting this response because:
No one could help me and just redirected me to the ************ office locations. I called that number you gave me and it doesnt help at all. The only thing they can tell me is sorry. That isnt enough for me
Sincerely,

***************************
Business Response
Date: 01/15/2024
We have not recieved a call from this client. We see that he called in to the *********** clinic. We will reach out directly to avoid redirection and to assist with his concerns
Customer Answer
Date: 01/18/2024

Complaint: 21136080

I am rejecting this response because: I still havent received a call and still didnt close the loan after they said they would. ************
Would love to talk to someone higher up instead of getting beat around the **** responses from you.

Sincerely,

***************************
Business Response
Date: 01/29/2024
It is our understanding that this matter has been resolved
Initial Complaint
Date:01/11/2024
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 took advantage of a Black Friday deal for ultherapy. I was told I would be contacted to set up everything. That never happened. A month passed and they started charging me for the procedure I never had done. When I called to take care of this they told me I cant cancel it. I told them I did more research and had tried another light therapy that ended up being painful and I dont want to risk having my face be deformed. I told them I could go to my doctors to get this handled. They told me I couldnt go to *************** had to come in and see them. When I came in to see them the man at the desk called the nurse and told her to clear me for the ultherapy. She then asked me generic questions, cleared me, even though I told her that the light therapy was painful. I have had nothing done, they never followed up with me in the first place and they are keeping my money.
Business Response
Date: 01/12/2024
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
Initial Complaint
Date:01/10/2024
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 signed a 16 month contract 7/9/2022 for laser hair removal for lip, chin, underarm, bikini full bikini back. And paid $250 for a 12 month lifetime membership. I attached appointments completed. Only 6 laser hair removal appointments have been completed on their end. I accomodated them by taking time off work to reschedule for them to have them cancel on me a number of appointments last min, I travel 1 hour to appointments. My last appointment was a reschedule in which they didn't book correctly. I was told there were no appointments in the summer for me to book as the nurses didn't have their time off scheduled and not to book until after 7/26/23. I couldn't find an appointment again until October in which I ultimately needed to cancel due to illness. They cancelled my last appointment without notice from a text that I thought was spam. Attached a copy. I'm not happy with service and specifically their sales customer service. I would be happy paying for the 1st membership fee of $250 that I paid at the time of the signed contract. The most recent membership fee I want refunded and a refund minus the treatments completed. There is no other resolution I see fit. This has become a financial hardship. I've lost money and used time off from work for them to not follow thru time and time again.
Business Response
Date: 01/11/2024
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: 01/18/2024

Complaint: 21115046

I am rejecting this response because: their resolution was to reschedule. I then received a text with a Link to schedule an appointment. It's asking me to sign consents which I am no longer comfortable doing. I added a screenshot of the text message I received. I added a screenshot of the 16-month unlimited laser hair removal for areas. I was told that after 5 visits there is no money to be refunded as that would be the cost for five visits I have also added a screenshot of a local laser business that would have charged me around $2,400. I want a refund of the full amount. I want a refund of the lifetime at membership that I was charged for this year. Appointments should have been every 6 weeks and that never happened. There is no way a resolution can be made with scheduling when I have taken time from work to have them cancel to have them send texts last minute to cancel. I need to be compensated.

Sincerely,

*************************
Business Response
Date: 01/22/2024
We attempted to provide resolution by providing a complimentary **. This client is fully treated and not eligible to a refund in any amount
Customer Answer
Date: 01/23/2024

Complaint: 21115046

I am rejecting this response because: I paid for a 16 month contract for unlimited laser hair removal. I've had 6 appointments with many last other last minute cancellations and reschedules. Which I used my time off work to accommodate to them! This being due to Ideal Images inability to keep appointments or have nurses available for appointments. A time period where no appointments were available because "nurses hadn't given availability"
I still have hair growth. I am not satisfied at all. I could have done this local to my home for less. The integrity of this business is awful.
I want monetary compensation. I have paid for a lifetime membership yearly since I signed the contract. Why would I be charged if my 16 month unlimited laser hair removal couldn't be completed because of Ideal Images inconsistent and poor business ethics.

Sincerely,

*************************
Initial Complaint
Date:01/04/2024
Type:Sales and Advertising 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 a virtual consult from an Ideal Image salesperson who presented herself as a medical professional. I agreed to a procedure and paid more than half of the total amount. I was never informed of any contract and no mention of any refund policy. my procedure was scheduled for January 2nd. I requested a day off to attend my procedure but early the same day of the procedure I received a text from ideal image cancelling my appointment due to a provider calling in sick. I contacted Ideal Image to reschedule but the dates they offer me were too far in the future. I wanted this procedure done before my wedding day. since they cancel my appointment and the new dates they offer me were not what I expected, I request a refund for my in advance payment via credit card. Ideal image has not refunded my money. I no longer require their services. I am only asking for a refund for services paid that I was not provided. I continue to reach out to them and constantly get the run around and no definitive answer. The say someone will call you back and nothing happens.
Business Response
Date: 01/08/2024
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

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Ideal Image is NOT a BBB Accredited Business.