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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

    • 1,374 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:12/19/2023

      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.
      Talked to a sales lady over the phone with a full body image teleconference. Was told I was an excellent candidate for abdominal sculpting. Put a $4,000 deposit down for the procedure. When I went in person the ** said the procedure would not work for me and she requested a refund to me with the main office. Had a call from them that they would not refund any part of the 4K. The ** put in a second request and I got no response They lied and stole money! I have a review for the ****** office under MRC. THEY HAVE MANY BAD REVIEWS ****************** ***************************** **********

      Business Response

      Date: 12/19/2023

      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:12/18/2023

      Type:Sales and Advertising 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.
      In 2010 I financed the Lifetime membership with Ideal Image. I paid right around 4k total for the membership which was to include the retouch service of lasor hair removal every 4-8 weeks. Plus they would charge me $40 for each appointment. I am now told that nurses keep getting let go and I cant get in for an appointment. Ideal image is willing to take me every 6 months- thats if they dont cancel my appointment at the last minute.The contract I signed would allow me to visit up to 12 times a year. My last 3 scheduled appointments were canceled by the ideal image in Brookfield. I would like a full refund for the lifetime membership as I am no longer able to book because I am told that the center does not have enough staff to accommodate me. So essentially, I signed a contract and ideal image has broken their promise in the contract as they will not allow me to book within a reasonable time.

      Business Response

      Date: 12/19/2023

      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:12/18/2023

      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 purchased a one year membership ($250) to Ideal Image in October of 2022. This included one free treatment during that year. I tried to use the free treatment during the summer of 2023 and was told many times that it wasn't showing on my account but that they would sort it for me. They never did and after several months went by, they then told me that it had expired in October 2023 and I needed to talk to the manager. They would not provide the manager's contact info or email so I submitted a case with their national ***** number in November of 2023. I was supposed to receive a response in 72 hours. I have followed up twice and have not received any response.

      Business Response

      Date: 12/19/2023

      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: 12/28/2023

       
      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:12/17/2023

      Type:Billing 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 had a consultation call with ideal image for some body sculpting. The sales gal stated I would be able to get in right away and then took 8000$ and I never heard back from her. I filed a stop payment on my credit card but it was too late. I have been charged and never received any product!

      Business Response

      Date: 12/19/2023

      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:12/13/2023

      Type:Order 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 agreed to membership and coolsculpting package on 7/26/2023 and then I changed my mind within the legally contracted agreement time and Ideal image still did not cancel the agreement. The only reason why I found out that I wasn't cancelled is when I got an appointment reminder followed by a bill.I provided proof to ***********************. I sent him several emails with no response. I can send those emails as well if you need them.I called Fortiva (the company that gave me the loan for the cool scultping) and they informed me that they paid ideal image in full immediately for the services that I never received. This company is so dirty. You can't get an appointment with them until everything is paid up front. I called in late July and I was scheduled for late September. It was definitely not explained to me properly AND I withdrew my interest within the legally binding contractual agreement.

      Business Response

      Date: 12/14/2023

      It is our understanding that this matter has already been resolved.  Please contact the lender for confirmation

    • Initial Complaint

      Date:12/13/2023

      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.
      Bought a large treatment package of cool sculpting via phone and docusign which the sales person told me I would have 5 years to use all treatments due to fact that each treatment can take up to 3 months to notice results. Then 1 year later when Ive only been 1/2 way thru my treatment package I was told my time was expired so not able to finish my treatment plan. I called multiple times and spoke to managers that said they would extend my plan time but then when I would call to book they would say still expired and act like I didnt talk to anyone. They say the manager is not available in the store. I feel ideal image is a scam to charge money for services not provided. Why not give me the amount of services I paid for?

      Business Response

      Date: 12/14/2023

      We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

    • Initial Complaint

      Date:12/12/2023

      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.
      3/17/22 I was scheduled for a zoom consult for Ideal Image for a coolsculpting. I was told I'm an ideal candidate the package I purchased I would definitely see amazing results and 100% be happy with my purchase. The total cost of the package was ********. Initially I told the lady I'd like to think about it but she was very pushy and kept telling me that I would have amazing results and the area I wanted treated is totally treatable, would have amazing results and how much of a difference I will see after the sessions are completed. I did regretfully sign up and started treatments. Over halfway through the treatments I complained about not seeing any results. They told me that I won't see any results for up to 6 months - year after my last treatments and not to worry and continue with the treatments which I did. After over a year I went back in for follow pictures with the company because I told them I had zero results which was clearly evident in the before and after pictures. They submitted my complaint to corporate and corporate told me that regardless of what I was told in the initial consult I signed a contract stating no services are guaranteed and they would not refund me. During the consult I was given false information and false hope with them fully knowing they don't guarantee services but told me I would absolutely see results and had no worries just to get me to sign a contract. This company gives false information, lies to clients just to take there money. They don't look out for the patients best interest and tell them they are perfect candidates when clearly I wasn't because if I was, I would have seen some results with the coolsculpting. One of 2 things happened. I was told I was the perfect candidate just to get the sale or the clinician doing the procedure didn't know what they were doing and used the wrong size instrument on me or didn't hook it up correctly. Corporate told me I'm out ***** because I signed a contract and was lied to initially

      Business Response

      Date: 12/13/2023

      CoolSculpting is not a form of weight loss and is not substitute for diet & exercise. We urge our clients to maintain a healthy diet & get as much exercise as possible.  While we are able to provide additional treatments in some cases, we are not able to provide refunds once services are rendered. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.

    • Initial Complaint

      Date:12/12/2023

      Type:Sales and Advertising 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 started getting laser hair removal at ideal image for upper lip, armpits and bikini area with my first session being 12/7/22. On 10/3/23 I received two second-degree ***** to my *****. I called ideal image and was told that the laser settings had been adjusted and this would not happen again. On 12/6/23 I had another session and received 7 second-degree ***** to my ***** with the skin sloughing off in large areas and skin discoloration. I had such severe pain that I had to call in sick for two days at my work. I am an RN in the **** I was in too much pain to work. I called again to report my *****. They sighed and accused me of not following the after care. I followed all recommendations. They told me they could offer no compensation unless I was seen. At the eval I was told this is normal and they did nothing for me. Multiple incidents of second degree ***** is not normal. I would like a full refund and compensation for my two missed days of work. I still have a lot of hair in theses area and I no longer feel safe finishing my treatment at ideal image.

      Business Response

      Date: 12/13/2023

      Your Post treatment experience is an unfortunate risk associated with Laser Hair removal that all clients acknowledge prior to beginning services with us.  Your acknowledgment is understanding and agreement to continue with treatment knowing these risk. For this reason, no compensation will be provided. We would like to continue providing support and care through this issue

      We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

      Customer Answer

      Date: 12/20/2023

       
      Complaint: 20996535

      I am rejecting this response because: I have been burned twice now with no change made to keep me safe from more *****. The ***** were much more severe than anything that I would have agreed to or been warned of. I was never warned of multiple second degree *****. I have now had 8 second degree *****. I would like a refund and compensation for missed work since I am not hair free and do not feel safe continuing be burned during treatments. 

      Sincerely,

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

      Business Response

      Date: 12/20/2023

      In accordance with the terms of your service agreement acknowledged by you.  We are unable to provide a refund or compensation.  We can provide education and continued medical guidance

      We would like to discuss the terms of your service agreement with you as it pertains to your concerns. Please contact our Client Support team at ************** Option 3

      Customer Answer

      Date: 12/20/2023

       
      Complaint: 20996535

      I am rejecting this response because: I did not ever agree to receive 7 second-degree *****. I was never told severe ***** were an acceptable side effect. I did not sign anything agreeing to be severely burned on multiple sessions then be expected to go back to be burned again. I was told the policy at ideal image is to laser the areas that grow hair. The areas burned are areas that do not grow hair and were lasered against policy. I did not agree to have laser treatment to areas that DO NOT grow hair. I did not agree to this. I would like a full refund as the hair is not removed and I am not safe returning to ideal image. I would also like some compensation for the paid I experienced, the negative effect it had on my life for weeks and the days I had to miss work. There is a very understandable risk on my part that I will be burned again and do not feel safe returning to ideal image. These ***** were severe enough that I missed work for two days. I am an RN in the **** I know that the ***** I received are second degree. No where did I sign in for second degree ***** to parts of my body that do not grow hair. That is not reasonable by anyone's expectations. I would also like to see proof of what was signed. The first burn I received garned no response from ideal image, same story with the second *****. There was no action or follow up until I made a report to the BBB. Clearly, there is not a lot of concern for the safety and well-being of their clients, only collecting payments.

      Sincerely,

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

      Business Response

      Date: 12/29/2023

      We have requested that this client come into the clinic for assessment and review so that we may assist in a resolution and the client has declined. The client is not eligible for refund but we would like to resolve.

    • Initial Complaint

      Date:12/08/2023

      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.
      On November 30, 2023, I inquired about laser hair removal. A sales rep reached out and we discussed the procedure and the plan over a Zoom meeting. She intially tried to give me a credit check so I could finance the procedure. I told her that I did not want to be tied to a contract and would rather pay out of pocket. She then says that they have a monthly payment option. I specifically asked her if I could cancel anytime, in which she replies "yes, it isn't a contact". I said great, we can move forward. On November 30, 2023 I paid $123.22. Later that day, I called back to reschedule my appointment, and this is when I spoke with another woman who told me I was under a contract and that I only have 3 days to cancel due to a "buyers remorse law". On December 1, 2023, I spoke with first sales rep who lied and said I could cancel at anytime, and I told her I wanted to move forward with cancelling the contract I did not sign up for. She said okay, and she submitted some paperwork for the cancellation of the contract on December 1. She said someone would reach out to me within ***** hours regarding the matter. It is now a week later, going into week 2, where no one has reached out. This fraudulent sales rep has been lying from the beginning.

      Business Response

      Date: 12/08/2023

      It is our understanding that this matter has been previously resolved

    • Initial Complaint

      Date:12/06/2023

      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 went in for a consultation and the girl mis informed me about everything, rushed me through details on her labtop had me sign, sign sign! Never let me know that there is no refund if I changed my mind. Told me it would be 24 months interest free. When I got my bill they said no that ideal image would have to resubmit it correctly. I called ideal and she washed her hands and said a total different thing! I can explain more details over the phone. And to top it off most of my chin hairs are completely white and she said Laser will not work for that

      Business Response

      Date: 12/07/2023

      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

    Ideal Image is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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