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Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

Important information

  • Customer Complaint:
    Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ideal Image has 153 locations, listed below.

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    Customer Complaints Summary

    • 1,387 total complaints in the last 3 years.
    • 210 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were interested in free consultation but staff said we needed to buy $2500 package before we get free consultation. After the consultation, I decided not to move forward, now they said I have to pay the full amount. How is this free consultation? staff is very rude.

      Business Response

      Date: 12/28/2023

      Our Consultation is always free.  This client signed a service agreement indicating they agreed to move forward with treatment  and obtained treatment

    • Initial Complaint

      Date:12/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased laser hair removal package from ideal image about 2 years ago. When signing up for the package I was completely mislead as to what the package entailed. I was told the total cost, plus an annual fee of $300 would cover laser hair removal for my face, including any necessary touch *** I would need over the years. However, that is not the case. It was only covered for a 16 month period. During this 16 month period it was nearly impossible to get an appointment. Had appointments canceled when I did manage to schedule one. Their online booking service hardly ever has appointments available and no one answers the phone when calling to make an appointment.

      Business Response

      Date: 12/28/2023

      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:12/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received services from Ideal Laser Hair removal in ********* on November 29th after signing up for a Buy One Get One promotion they were pushing. Upon my I arrival, a woman quickly went over prices with me (despite no pricing chart anywhere) they broke down a payment plan with me and thats it. I received no other education regarding the contract only that that I should sign. I received services on my lip and chin which I expressed it was highly painful and had them stop multiple times. They reassured me that the pain was normal. Once finished the next day my entire upper lip swelled up, and I developed hive like bumps that were red in nature on my face and chin. This reaction was severe and I promptly called them the next day to report the issue and express my concern as to the severity of my reaction. A nurse called me to tell me it was a "histamine intolerance" and to pick up a cortisone cream from them, which I did that evening. The healing is prolonged coming into a month, the hive like humps turned into dozens of tiny bumps which a doctor later confimed was folliculits. I still have some swelling and slight markings on my face. I called them again today, after expressing multiple times though multiple calls that I did not want to continue services and did not want to be charged for future sessions. I also emailed on Tuesday 12/19 with the same ask but received no response so I had to call. I wanted to work out a way finailize a fee (as I already paid $) for the intial service (this was something ****** (the manager) alluded to as a possibility when we spoke on 12/12) and end my time for the safety of my skin. I called and spoke with her today and she denied my request telling me my contract was non refundable and I could get different laser on a different part of my body if I did not want to continue my face, she also offered other services that I completly do not need or want. She told me my issue was "not a big deal" and to just come back in.

      Business Response

      Date: 12/27/2023

      This Complaint is related to a privately owned Ideal Image. Please reach out to that clinic location directly for assistance.

      BBB- Please transfer this complaint to the appropriate account this account supports Corporate clients

      Customer Answer

      Date: 01/03/2024

       
      Complaint: 21048139

      I am rejecting this response because:
      I received services from the Ideal Image in ********* ********. There was no disclosure regarding the entirely of this contract.  I believe I was misled and still would like this matter addressed. For the safety of my skin I do not wish to move forward and would like the option of paying for the initial service ONLY 

      Sincerely,

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

      Business Response

      Date: 01/03/2024

      This location is a ***************** We have made the owners aware of your concerns. Please contact them directly at : **************

      Customer Answer

      Date: 01/10/2024

       
      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.

      I have contacted the location where I received services. They cancelled my contract and let me pay for my initial service only. They informed me that I will no longer get monthly charges taken from my account. 

      Sincerely,

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

    • Initial Complaint

      Date:12/22/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ideal Image, when asked a couple of times, didn't send me the entire contract that I paid for in full and instructions on what to do in-between appointments. I paid in full and can't be given these items when I clearly asked a few times? My wife had one treatment and that is all. Refund my money please.

      Business Response

      Date: 12/27/2023

      This Complaint is related to a privately owned Ideal Image. Please reach out to that clinic location directly for assistance. @BBB- Please transfer this complaint to the appropriate account this account supports Corporate clients

      Customer Answer

      Date: 01/02/2024

       
      Complaint: 21047329

      I am rejecting this response because:  I don't want to deal with local company.  They couldn't help me.  Please refund my money.

      Sincerely,

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

      Business Response

      Date: 01/03/2024

      Your request will need to be addressed by the franchise owners. We have made them aware of your concerns. Please contact them at **************

      Customer Answer

      Date: 01/03/2024

       
      Complaint: 21047329

      I am rejecting this response because:  Once again I am not dealing with them.  I said I wasn't going to before.  Please do more than make them aware.  Please get them to refund my money, not just make them aware.  

      Sincerely,

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

    • Initial Complaint

      Date:12/21/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This results from the date of June 23, 2023. The cost was to be $7414.50. This does not include fees due payments that have not been made. Late fees are accumulating monthly. This is a shady business that is unwilling to work with the customer, even when no ******************** have been used. When I contacted Ideal Image to state that I would like to get out of the agreement, they refused, although I had not had any services provided. They stated that whether I got the work done or not, did not matter. They had sold it to Patient Fi. Patient Fi said that it was not a problem and that all Ideal Image had to do was to return the money. Ideal Image said they had nothing more to do with that. They would not return the money to Patient Fi. They also stated that if I did not use it in a certain period of time that I would no longer have access to their services and would still owe the money to Patient Fi. They offered other services, which I did not want. That was their way of refunding. I tried to reason with them by suggesting that there is no place that you go that you can not decide not to return something or not to receive it, especially if it has not been opened or used. Pretty much their reply was that was not their problem. This is a sham company that takes people for their money by quickly selling off their agreement to another company to absolve themselves from returning the funds or canceling the services. This is a business that should definitely be sanctioned and shut down due to its deceitful practice.

      Business Response

      Date: 12/22/2023

      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:12/20/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased cool sculpting from ideal image based on their recommendations. I was oversold cycles and therefore didn't need and wasn't able to complete cycles. I was told at last visit that I could roll over remaining funds into other treatments at ideal image. Since I was not sure at the time what I would want to do, I waited to contact. Once I decided, I was told contract expired and no refund or other services would be provided. I feel I was deceived and told I needed more cycles than I needed so that they could steal money from me. I was told it was up to the discretion of the manager ******* to resolve and she rudely refused (even though her first message to me stated she could help), I simply want a refund or services equal to the remaining amount on my now voided contract.

      Business Response

      Date: 12/21/2023

      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:12/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased laser hair removal treatments from this business, however- their scheduling service has incorrectly scheduled me for appointments three times now, and they try to charge me each and every time. This is an extra 50 dollars every time and I've reached my limit with them not acknowledging this is their problem with not having a scheduler.

      Business Response

      Date: 12/21/2023

      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:12/20/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a consult from an Ideal Image salesperson who presented herself as a medical professional. I agreed to a procedure and paid in full. I was advised by the sales associate to consult with my plastic surgeon. When I did consult the surgeon, she strongly advised against this procedure (cool sculpting). I cancelled the session and contacted Ideal Image to 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 in a few days. This has continued for over 2 Months.

      Business Response

      Date: 12/21/2023

      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: 12/21/2023

       
      Complaint: 21035504

      I am rejecting this response because:
      I have already reached out to your customer support and have an existing case that just goes unaddressed.  I am tired of being promised that someone will give me a call and then no call for months.  
      Sincerely,

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

      Business Response

      Date: 12/27/2023

      It is our understanding that this matter has been resolved

      Customer Answer

      Date: 12/28/2023

       
      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:12/19/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Due to surgery colon surgery I wasn't able to keep my September appointment and we scheduled for February of **** and they were going to use that credit they never told me that the credit was non-refundable and I think this is an issue with a lot of other customers too I would just like a refund

      Business Response

      Date: 12/20/2023

      It is our understanding that this matter has been previously resolved

       

    • Initial Complaint

      Date:12/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ** Aug 2022, I signed up for the laser hair removal service package (full ************ with a contract that specifies my right to 15 sessions over a 24 month period. Each session is supposed to be anywhere between 6 and 10 weeks apart to get the best results. Otherwise, the chances of hair loss for the desired area decreases. My complaint lies in the fact that I've experienced numerous cancellations and bad customer service at the hand of ******************** to get in the way of my ability to see any results from what I've paid for so far ($2454.61). I've called the facility before and was always met with excuses about staff coverage on a repeated basis. Upon canceling, they shift the responsibility on the customer to reschedule. Which becomes impossible to do bc availability is on a first come, first served basis. From the time of my initial visit to now, I have only been able to get 4 sessions. Two of which were 37 weeks apart for their not having availability when I called. I've also experienced dropped calls on occasion and I have been lied to about secured appt dates before. When I was finally able to get one, the nurse that treated me said that this treatment would be like starting over for my skin bc of how long it took. My last appt was in August of 23' and they've just canceled on me again for a date that was scheduled for 12/14/22. The next date made available to me is on 2/6/24, which is now 23 weeks apart. Which brings me right back to starting over again. They tried to resolve the issue by extending the service deadline by a few months, but I no longer want to be serviced by them anymore. I want a full refund and release from my customer agreement. After a year of service, I am not seeing results in hair loss as a result of the scheduling structure and poor operations of this facility. *** is very painful and I've essentially paid to get my face burned for nothing. I have no service guarantee that the treatments will be done on time to see an effective result.

      Business Response

      Date: 12/21/2023

      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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