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

1,367 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:12/06/2023
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 purchased laser hair removal from ideal image 2 years ago, and have been avoided by them for services and transfers to different locations to complete the services. I recently got my service transferred and a new appointment set up to continue the process only to have the appointment canceled again by ideal image. Ive spoken to management multiple times about a refund since I havent been able to receive the treatment.
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
Initial Complaint
Date:12/04/2023
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 was told that by receiving cool sculpting I would get rid of stubborn fat. Two sessions is what was recommended. Not only did cool sculpting NOT WORK, it was EXTREMELY PAINFUl!! To top it off, the results take up to 3 months after each session. This was a total waste of money and there hasnt been any positive results. Im extremely dissatisfied.When I was sold this package, I was never made aware of the 3 month waiting period for it to actually work. I would like a FULL REFUND!!
Business Response
Date: 12/05/2023
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
Customer Answer
Date: 12/08/2023

Complaint: 20958270

I am rejecting this response because:
I went in for a photo evaluation for a comparison from now and four months ago. The gal helping me agreed that was minimal difference and that she would talk to her manager.
I received a call today stating that they arent allowed to refund me only give me store credit. Ive read in the fine print that they will refund if theres no results.
Im extremely unhappy because Im wasting around $8,000 to see no difference.
At minimum I want the remaining balance gone. No one wants to pay for something that didnt work. Especially with that amount of money.
As a reminder, I was never made aware of the three month wait afterwards. I remained patient, but theres no progress.
Sincerely,

*******************************
Business Response
Date: 12/12/2023
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:12/02/2023
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.
Ideal image provides a service termed cool sculpting which advertises reduction of fatty areas in a few sessions. The areas consulted included bra line; upper and lower abdomen and inner thighs. All of the listed areas have enlarged which is known as an adverse reaction. I have called the office stating that I am no longer interested. A representative changed the remaining credits to cool tone treatments which I have not used but am being billed. I requested to be seen by medical personnel but nothing has been done, no calls returned. I've hence joined multiple gym facilities in attempt to resolve however these pockets of protruding fat have not changed. I've paid ******* and have a remaining balance of ********. The treated thigh areas have caused reoccurring bacterial vaginitis due to continual moisture because of the enlarged area.
Business Response
Date: 12/02/2023
We would like to discuss your concerns further in hopes of a resolution. Your desired outcome states no further contact with our business so we will not call you directly however we have a dedicated team who supports client concerns such as yours. Please contact our client support team at ************** option 3
Initial Complaint
Date:11/30/2023
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.
I had facial hair removal from ideal image prior to covid happening, they told me that it would be 9 to 13 treatments to get rid of my hair. They closed for the covid times and never alerted me that they were back working. After a few months I went back, and they said the time I had to get my lifetime results of treatments had elapsed. I was super confused and thought I was promised a lifetime of treatments if necessary, never told there would be additional fees. I went into the office spoke to the manager and told her what was promised to me when I paid $3500 for just my face to be treated. She said I see who sold you this package, and she was fired for overselling it basically for telling the customer whatever to sell them. I asked for my record/ Contract to which she said she would provide it and to this day I have not seen it. I have asked in person over the phone and nothing. Why are they hiding my records from me? They are a scam! This is abuse. I should be treated as the sales lady told me I would.
Business Response
Date: 11/30/2023
We are reaching out to this client to provide the requested information and to address her concerns
Customer Answer
Date: 12/18/2023

Complaint: 20937884

I am rejecting this response because:
They called me and tried to resolve the issue with by giving me a $25 dollar discount. I declined it. They are CRIMINALS!!!! They are offering lifetime treatments and results, that's They know is not possible! Ideal image takes advantage of their customers by false advertising! They should not be allowed to do business in the USA!!!

Sincerely,

*************************
Business Response
Date: 12/19/2023
This client is fully treated, We have offered a resolution to which the client had declined
Customer Answer
Date: 12/20/2023

Complaint: 20937884

I am rejecting this response because: they did not make an offer that would resolve anything. They offered me $25 that would not even cover a zap from their hair removal treatments. They are criminals and should be prosecuted and not allowed to do business in the *************. They lie and say LIFETIME that is not true. That is a blatant lie! There is no truth to the lifetime advertisement. That is false advertising! Full Refund would be ideal.

Sincerely,

*************************
Business Response
Date: 12/29/2023
This client is fully treated an not eligible for refund in any amount. We offered a complimentary treatment.
Customer Answer
Date: 12/29/2023

Complaint: 20937884

I am rejecting this response because: they never offered any free treatments that is the first lie but they did offer was a $10 off, which is a joke would not cover any treatment in that facility.

Sincerely,

*************************
Business Response
Date: 12/29/2023
The client was offered Complimentary treatment and discount towards her next purchase. She declined and responded that she would obtain a lawyer and reach out to the local media. Our offer still stands
Initial Complaint
Date:11/28/2023
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.
The business location Ideal Image in ********* has closed they were recently bought out by another company. Who is not returning any calls. I have not received any services since July 2023 yet I have been paying on my account 112$ for ******************** not rendered. I just want the account to be paid and to be reimbursed for the services I did not receive for the coinciding months. If I stop paying they are reporting my credit and damaging my credit score.
Business Response
Date: 11/30/2023
This client is fully treated and not entitled to refund of any amount. This clinic was sold and acquired by Revive med spa, all other questions and need to be addressed by them
Initial Complaint
Date:11/21/2023
Type:Order 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.
On 11/3, I reached out to them and they did a virtual consult over the phone. Today, 11/21, was to be my first visit but I had so many questions and I chose to put the whole process on hold. Little did I know that they had already reached out to the bank and had ********* them. I reached out to Ally to stop the money and I don't know if they can. I received no services from Ideal Image, just a consult today because what I was told on the virtual visit did not match what I was being told when I was actually examined. Two areas in question, one would not be helped with cool sculpting because the fat is beneath the muscle. Another area would be helped because it is saggy skin, not fat. So instead of refunding that money, they insist you use it on some other part of your body. The one process would have to be repeated yearly at a cost of $1600. I am 61 and disabled and my husband is 65 1/2 and retiring in February. I just wanted some cool sculpting done what I was told on the phone was totally misleading. In addition, the girl was concerned because I had a heart ablation in January but instead of consulting my cardiologist, she said, I think it will be okay...After the entire debacle, I just wanted to not go any further but was told I could not. I had not even received a contract despite them telling me they sent me one. I called and asked for one again today and still have not received it. I dont' know how they can enforce a contract when they aren't even holding up their end of the contract. They switched services and aren't even truly a medical facility, by not being sure if my heart ablation would be okay. And then by requesting funding for service I never received is theft. I just want my money back that they stole thru Ally. By the way, that particular Ally that funded this, works to get Ideal Image funding so I feel the whole thing is a scam to the amount of $3903. I thought the financing was pre approval, as I hadn't even seen or read a contract. I didn't see that until today. Even then, it is just a quote, no written policy. I have requested a copy as of today but have not received. Nor am I aware of any coming on 11/3, but I got the banking info that day.
Business Response
Date: 11/22/2023
Thank you for bringing your concerns to our attention. We are working to resolve your concerns. You will be receiving further communication by email. Please update your complaint as resolved once received. For further concerns or questions, Please reach out to our Client support team at ************** Option 3s why here...
Customer Answer
Date: 11/27/2023

Complaint: 20903185

I am rejecting this response because:
I received an email from them first stating they would give me $400 off of additional services. I told them I wanted certain services and they could not provide them. Then I received an email stating that I would receive a full refund of $3903. I agreed to that and submitted it back to them. I agreed to the full refund of $3903 and thank you for your assistance.

Sincerely,

*********************
Business Response
Date: 11/27/2023
Please close this complaint as resolved
Customer Answer
Date: 11/27/2023

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:11/16/2023
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.
Ideal image improperly provided laser hair removal treatment that resulted in injury and later hyper pigmentation of my treatment area. Throughout the healing process the provider ******* continued to treat me regardless of my hyperpigmentation. ******* is not with the company now and the providers not are claiming they cant complete my treatment. They wait me to pay out of pocket for dermatology treatments for their injury and will not finish my treatment or refund me. They have failed to provide 6 treatments costing me to lose thousands of dollars.I was contacted by a ideal rep and sent **************** sent him multiple emails, to be ignored and emailed the team at the ********* ** ideal image and they are not emailing me I have 5 emails from myself to the ideal team that have been ignored. My medical records can be reviewed to prove everything I said in my email to the ideal image team!I would like resolution and the 6 laser hair removal treatments refunded to me that they are denying to provide me
Business Response
Date: 11/17/2023
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: 11/20/2023

Complaint: 20883065

I am rejecting this response because: i called the number provided and spoke to an Ideal image customer service representative. I was told the Manager ******************* from the ********* ** office would be reaching out to me immediately to work for a resolution and I have not yet heard from them.

Sincerely,

*******************************
Business Response
Date: 11/21/2023
We spoke with client( client support-***************** and she declined all offers for resolution. Due to the date of her last visit, we will need to see this client again in center for assessment.
Customer Answer
Date: 11/22/2023

Complaint: 20883065

I am rejecting this response because: I absolutely did NOT reject all offers! Please listen to the recorded call conversation that I had with the Client customer service representative. She told me that the Manager ******************* would be contacting me immediately to discuss options.
i have never heard from *****, I will provide me phone records from Version as proof!
******************* was copied in on the emails that I provided as evidence to the BBB. This is a clear example of how ******************* is ignoring me.
I have sufficient evidence to prove I am not receiving any communication from ******************* for resolution!
at this time with the blantant lies from Ideal image I am demanding a refund of the services they refused to provide me i am no longer willing to email or call ideal image with no responses
if the BBB cannot assist me in a refund I am going to reach out to the attorney generals office for further action.

Sincerely,

*******************************
Business Response
Date: 11/27/2023
This client is considered fully treated so no refund of any value is available. This client has spoken with the team dedicated to resolve client concerns that escalate to a third party such as the BBB and all options provided were declined: Return to center for evaluation, offered to provide one additional treatment, offered to coordinate time in clinic with the center manager.

Customer Answer
Date: 11/27/2023

Complaint: 20883065

I am rejecting this response because:
I am rejecting this response because: I absolutely did NOT reject all offers! Please listen to the recorded call conversation that I had with the Client customer service representative. She told me that the Manager ******************* would be contacting me immediately to discuss options.
i have never heard from *****, I will provide me phone records from Version as proof!
******************* was copied in on the emails that I provided as evidence to the BBB. This is a clear example of how ******************* is ignoring me.
I have sufficient evidence to prove I am not receiving any communication from ******************* for resolution!
at this time with the blantant lies from Ideal image I am demanding a refund of the services they refused to provide me i am no longer willing to email or call ideal image with no responses
if the BBB cannot assist me in a refund I am going to reach out to the attorney generals office for further action.

Sincerely,

*******************************
Customer Answer
Date: 11/27/2023

Complaint: 20883065

I am rejecting this response because:
I am rejecting this response because: I absolutely did NOT reject all offers! Please listen to the recorded call conversation that I had with the Client customer service representative. She told me that the Manager ******************* would be contacting me immediately to discuss options.
i have never heard from *****, I will provide me phone records from Version as proof!
******************* was copied in on the emails that I provided as evidence to the BBB. This is a clear example of how ******************* is ignoring me.
I have sufficient evidence to prove I am not receiving any communication from ******************* for resolution!
at this time with the blantant lies from Ideal image I am demanding a refund of the services they refused to provide me i am no longer willing to email or call ideal image with no responses
if the BBB cannot assist me in a refund I am going to reach out to the attorney generals office for further action.

Sincerely,

*******************************
Business Response
Date: 11/27/2023
This client is considered fully treated so no refund of any value is available. This client has spoken with the team dedicated to resolve client concerns that escalate to a third party such as the BBB and all options provided were declined: Return to center for evaluation, offered to provide one additional treatment, offered to coordinate time in clinic with the center manager.
Customer Answer
Date: 11/27/2023

Complaint: 20883065

I am rejecting this response because:
Ideal Images response is 100% false! I have documentation (emails, phone records, and I am willing to seek legal aide in obtaining my records through ideal image) for the 6 treatments they are not proving:
I am rejecting this response because: I absolutely did NOT reject all offers! Please listen to the recorded call conversation that I had with the Client customer service representative. She told me that the Manager ******************* would be contacting me immediately to discuss options.
i have never heard from *****, I will provide me phone records from Version as proof!
******************* was copied in on the emails that I provided as evidence to the BBB. This is a clear example of how ******************* is ignoring me.
I have sufficient evidence to prove I am not receiving any communication from ******************* for resolution!
at this time with the blantant lies from Ideal image I am demanding a refund of the services they refused to provide me i am no longer willing to email or call ideal image with no responses
if the BBB cannot assist me in a refund I am going to reach out to the attorney generals office for further action.
I will not continue to go back and forth. Further denial from ideal image and the fraudulent statements they are making and offering my additinalw treatments which they never did!! I will seek aid through the Attorney general
Sincerely,

*******************************
Initial Complaint
Date:11/16/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started my consultation with Ideal Image in April, 2023. I wanted to get rid of cellulite on my stomach. I am very fit, but have not been able to get rid of the cellulite with exercise. An Ideal Image sales representative looked at my stomach on video chat and told me that Cool Sculpture would resolve my problem. I signed up, and started a payment plan to pay the $2800, for the multiple sessions needed. I had my first appointment two months later, as it is very difficult to get an appointment with them. The nurse performed the procedure, but told me that it was the wrong treatment, and I really needed Cool Toning. Today I went in for my first Cool Toning treatment. I had a different nurse who told me that Ideal Image does not have a treatment that will work for my cellulite, and that only a plastic surgeon could help. She did not perform the treatment. She said she will speak with her manager, but suggested I also file a complaint with BBB. I am currently locked into a contract with Ideal Image, even though I was assessed and treated incorrectly. The original loan amount was $2,821.48. I have been making payments and my remaining balance is around $2,000. I believe I should receive a full refund for being mislead and taken advantage of.
Business Response
Date: 11/16/2023
It is our understanding that this matter has been resolved
Customer Answer
Date: 11/17/2023

Complaint: 20879383

I am rejecting this response because: They told me they would release me from my contract with them, by giving the lending company that loaned me the money $1200 back. They also said they would give me my down payment back of $191. This still seems unfair to me considering I still owe the lending company $600. I've already paid $800 in payments. This means I paid ***** for one singular treatment that I was wrongly assessed for, and told it wouldn't do anything for me. I think it's only fair that they give me a full refund for the incorrect recommendation for the treatment plan. I signed a release form to release me from my contract, but I still want a refund for the ***** treatment I was given.

Sincerely,

*************************
Business Response
Date: 11/17/2023
As confirmed by this Client, We have resolved this clients concerns. Any money paid to the lender that is owed back to you will need to be discussed with the lender.

Please review the release signed by you regarding continuation of post such as these
Initial Complaint
Date:11/10/2023
Type:Service or Repair 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 signed a contract and paid for 2 treatments and 2 applicators per treatment (so I paid for 4 total applicators). I received my first treatment which was a single applicator and was told my second treatment will also be a single applicator. I am fine with the changes in my treatment plan but want to be refunded for the two applicators I paid for that I will not be getting as a service. I did not cancel a service or change my own request. It was decided by a medical professional when I arrived that two applicators would not fit on my treatment area. When I brought this up to both the nurse and the front desk I was told she (consultant) probably meant you paid for 1 applicator and 2 treatments and that I was confused. I am not confused. I paid for 4 applicators and I want a refund for the two I will not be using.
Business Response
Date: 11/11/2023
There seems to be confusion in what you purchased and/or what you received. We would like the opportunity to discuss this further with you. Please contact our Client Support team at ************** Option 3
Customer Answer
Date: 11/13/2023

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:11/09/2023
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.
I am deeply frustrated and disappointment regarding the body sculpting services I recently underwent at your facility. My experience has been nothing short of a complete letdown, and I am compelled to bring this matter to your attention.Despite the assurances and promises made during the initial consultation, I am dismayed to report that there has been absolutely no positive change to my body following the purported body sculpting procedure. This outcome is not only unacceptable but has left me feeling misled and dissatisfied.I trusted Ideal Image to deliver on the advertised results, and the lack of any noticeable improvement is beyond disheartening. I adhered rigorously to the post-treatment guidelines, only to find that my time and financial investment have yielded no tangible benefits.This level of service is not only unprofessional but also reflects poorly on the reputation of Ideal Image. I demand a thorough investigation into this matter and a comprehensive explanation as to why the services provided fell far short of the promised outcomes.Furthermore, I insist on immediate action to rectify this situation. Whether through a reevaluation of the procedure, a refund, or an alternative solution, I expect a prompt and satisfactory resolution.This was a $5,000 service that left me with absolutely no change nor anyone attempting to find solutions.
Business Response
Date: 11/10/2023
We encourage this client to return to her local center for review of her before and after results as results are present.
Per the service agreement signed by this client:
You understand that the CoolSculpting Services results vary individually and that the effects of the
service may take up to six months post service. There is no warranty or guarantee that you will see the
desired cosmetic outcome and additional service may be recommended.
This client has only received one treatment to all areas, multiple treatments are always recommended to obtained desired results.
This client is fully treated and not eligible for refund.
To discuss your concerns further, please contact our Client Support team at ************** option 3
Customer Answer
Date: 11/12/2023

Complaint: ********

I am rejecting this response because:
Company makes vague false claims that they will assist in the success of clients treatments and does nothing to support them once treatment has been completed unsuccessfully.
Sincerely,

****** *
Business Response
Date: 11/13/2023
Our recommendation, in support of your claim- Is to return to center to review your before and after. Results are visible and you have just touched the surface of treatments.
Customer Answer
Date: 11/16/2023

Complaint: ********

I am rejecting this response because:
Business has not provided any reasonable response to mediate dispute.
Sincerely,

****** *

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Ideal Image is NOT a BBB Accredited Business.