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

Customer Complaints Summary

1,387 total complaints in the last 3 years.
211 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:01/10/2024
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
Initial Complaint
Date:01/04/2024
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.
On 2/22/2023 I paid for Ultherapy Treatment $2000.00 I received Ulth-peri-oral (******) and Ulth-Upper face - full face (******) Not even halfway through the treatment I begged the girl to stop because of the pain involved. She kept laughing at me and said her grandmother did the procedure two days earlier without a problem. She never offered me a topical anesthetic, which was sitting right on the counter. The procedure was not completed. I never received the Ulth-Lower face-Full face. ($1092.75) I had also prepaid for Ulth - Decolletage $****** and Ulth Full Neck $*******. I never received the treatment because I cancelled the appointment. I called their 800 number at least 17 times only to be put on hold for hours on end, and when i did get through to someone they kept telling me that they had to escalate the problem and could not help me. Even though I called 17 times, and cancelled all future appointments, they still billed my credit card an additional ***** for non-cancellation of appintment. yes thats right! I want a refund of the money that they owe me and I am also filing a complaint with the *** ************************* They owe me a total refund of 250, ******, *******, ***** for the cancellation, ****** and ******* and ****** because I cancelled the yearly subscription as well for a total of $4154.00
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
Initial Complaint
Date:01/04/2024
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.
Hello, I was pressured into signing up for treatments with Ideal image in 2021. I contacted ideal image many times to try and cancel the services and they did not help. It is hard to afford the monthly payments. I never received or started services and I do not want any services. I just want to cancel the services and get my money back. Ideal image also stated when I signed up I had 90 days to cancel which was not true because I called and they refused so I was stuck making the payments so it would not ruin my credit.I have 2 loans. Ally lending total amount of loan was ***** and ******** is remaining. I have paid 2,853.84.Fortivia I had to manually calculate I added every payment I made plus the remaining balance. The total loan ********. ****** is remaining on the loan so I have paid 1,269.80.Ideal image received the entire payments from the loan companies ***** from Ally and ******** from Fortivia. Totaling ********. Total payments I have made between both loans is ********.
Business Response
Date: 01/04/2024
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: 01/04/2024

Complaint: 21096356

I am rejecting this response because:
Ideal image advised the maximum they could do is pay the remaining balance of both loans totaling ********. Yes this will close out the loans and I do not expect all of my money back. But they stated the remaining ******** would be in a credit on my account with them but if I never use services with them that is a total loss. I would even be willing to accept ***** leaving ideal image with the remaining ******** to them to resolve the issue.

Sincerely,

*******************************
Business Response
Date: 01/08/2024
Refund settlement was agreed upon between client and company. Please see attached Refund release agreement. Please close and remove this review in accordance with this document
Customer Answer
Date: 01/09/2024

Complaint: 21096356

I am rejecting this response because:
The issue is not resolved. Ally lending is still showing a balance of $2,160.12. (There was a miscalculation in the original message which was confirmed after I contacted Ally 01/08/2024)
Ideal image advised there is a credit on my account with them of $3,412.24.
I do not want to make anymore payments to Ally for the service I never started and will never start with Ideal Image.
Please take the credit funds from your company and pay off the Ally loan.

Sincerely,

*******************************
Initial Complaint
Date:01/03/2024
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.
On 12/9/23 I signed a contract with ideal image for an ultherapy after a video/ zoom consult and paid for the service using patientfi account for *******. I didnt want to pay for the service before it was performed but she said thats how this company does it. I scheduled an appointment after this call but they didnt have anything available until mid January which was almost a month later. When I complained about this they set up two appointments in Middleton which were then canceled by ideal image due to not having someone available to do the service. Due to the lack of honesty and availability for someone to do the service and all the negative reviews Im seeing on BBB I would like a full refund and am issuing thjs complaint as ideal image said they cannot issue a full refund due to the contract I signed. But no service has been done and the future appointment was cancelled.
Business Response
Date: 01/04/2024
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: 01/04/2024

Complaint: 21091491

I am rejecting this response because upon reviewing all of the negative reviews on BBB, and the last minute cancellations from your Office, I would like a full refund. Ultherapy laser is a significant procedure that requires extremely professional and proven providers. This is not evident in reading the reviews or by my experience thus far. I am not willing to take a chance on my face and regret that I was talked into signing a contract before I was able to talk to someone in person and get an actual appointment.

Sincerely,

*****************************
Business Response
Date: 01/08/2024
Resolution will need to be discussed with client and company. We have made several attempts to contact you to discuss.

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: 01/09/2024

Complaint: 21091491

I am rejecting this response because this information is not correct. I spoke with a customer service rep (male) from ******************** on January 5 at 10:40am for 10 minutes and he stated that Ideal Image would issue a full refund within the next week.

Sincerely,

*****************************
Initial Complaint
Date:01/02/2024
Type:Billing 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.
12/22, Contacted Ideal Image about a treatment to remove fat cells from under the chin. We spoke about the price of the service and I was originally going to use my Mastercard and gave them my CC information. But then the rep said they were offering a 12 month, no interest with no penalty for early payment financing, so I opted to use their financing and made the appt and received the service. Fast forward to 12/23, I checked my banking account and found a charge against my Mastercard for $299 from Ideal Image and immediately reported it to my bank as a fraudulent charge. The next day, I called the local Ideal Image to inform them that someone used my information for a service at their location and they said they would look into it. Later that day, they called and said it was an auto charge for my Ideal Image membership fromthe service that I received a year earlier. I explained that I didn't sign up for a membership. And asked how did they get my CC info when I used their financing for my procedure, so therefore I didn't authorize Ideal Image to charge anything including a membership fee. The rep couldn't provide a reasonable explanation about why my CC information was retained and claimed that I agreed to the membership when I agreed to do the procedure. However, becoming a member of Ideal Image was never a part of my conversation with the reps in 2022, rather we spoke about the procedure, my expectations, and financing. I did not authorize Ideal Image to charge my CC, nor did I discuss or agree to be a Ideal Image member or to an Ideal Image membership. I have no need or desire to be a member of Ideal Image, now or in the future.
Business Response
Date: 01/03/2024
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:01/02/2024
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 paid for a full package of laser hair removal for the whole body, Ideal image has refused to ***** me the services I have paid for and demanded that I give them more money. They reschuled my appointment on a day inconvenient for me and now they want to pemalize me for not being able to be there. The business promised me 8 sessions for me legs, I have not recieved not one after paying them $2,000 for the leg sessions. I have also payed them $6,700 for the entire body and they have not completed that either. I currently have untreatable ***** on my body. I would like my money back. I have requested a refund, they have not answered me back. The lady hung up on me.
Business Response
Date: 01/03/2024
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:01/01/2024
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.
Ideal Image charged me $299 for a yearly Lasar Hair Removal service. I asked them from the beginning this was not a service that I needed. They took 2 lump sum payments during the Summer after I was told the payments would be deducted over a period of 6 months. Those payments put my bank account into over draft. I called them and told them and I was assured I owed them nothing else. I only owed the finance company. I told the rep to take my credit card info out of their system because there was nothing else I wanted from Ideal Image. He assured me my credit card was no longer in their system. I hadn't received text messages nor emails telling me that Ideal Image would be charging me for a year of hair removal that I don't need. I awaken to an alert from my bank on Sunday morning 12/31/ 2023, telling me they withdrew money. And once again they have overdrawn my bank account. My bank account does not have an open door policy for Ideal Image. I told ******* that I was done with this merchant and I didn't want anything else from them. I can go back find the date I spoke with ******* because I'm sure those calls are recorded. Ideal Image is a merchant that I will never do business with again. I am 64 yrs old and my hair stop growing 15 yrs ago when I was post menopausal. Now I completely understand why they put in your contract that you can't *** them nor can you join a law suit against them. But nevertheless it does not give them the right to take away your rights. They are supposed to be a reputable company. They should change the way they conduct business and use more ways of communication instead of just withdrawing funds from an already depleted account. Now I will have to request a new card with a new number to ensure they never take money from me again. This will be a headache as I pay my bills by auto draft and now everyone will have to be notified of the new card.
Business Response
Date: 01/03/2024
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: 01/04/2024

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:12/31/2023
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.
Had laser hair removal that lasted over 18 months. Each session i let them know I was quite unhappy with the results so far, and confused why each nurse did it differently and different areas than requested sometimes. They reassured me that it will be worth it and I'd get my desired results a couple months after all the sessions.
Business Response
Date: 01/03/2024
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:12/31/2023
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 signed up for laser hair removal services with Ideal Image via a virtual consultation on January 2, 2023 where ********************* had me sign a contract without telling me it was non-refundable.There was a question during my consultation about whether my thighs were treatable, as they have some blonde hair. He assured me it wouldnt be a problem to get refunded if I was not a good candidate for laser hair removal on my thighs. I paid $6,900 in full on my credit card.***************************, the nurse who did my treatments at the *********, **, location said I am not a good candidate for laser hair removal on my thighs and said shed handle the refund. She opened a claim and ideal image attempted to contact me. I didnt realize I was being contacted so I never looked out for a call or email and missed them. When I asked her again, she indicated they would reopen the claim and to look out for a call, which I never received.Shortly after that, they closed the clinic and she left and stopped working for Ideal Image.My contract was then transferred to the Brookfield location where the manager, ******************************* now refuses to refund the $1678.48 for my thighs and says I can only transfer the funds to laser hair removal on other body part(s), or additional services. I have never been interested in additional services.I contacted their customer service department today where the person I spoke with said Ideal Image is doing business differently than when I signed up. She said the contract I signed & money I paid was non-refundable, directly contradicting what **** told me in my consultation.Id like a refund of the $1678.48 I was told Id get back if I was unable to have my thighs treated.
Business Response
Date: 01/03/2024
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Ideal Image is NOT a BBB Accredited Business.