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.
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: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,

****** *
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.
My first Ideal Image contract began in 2022 with an 18 month period for laser hair removal treatments and a lifetime guarantee. The hair has to be removed in a certain amount of time for the treatment to be effective as advertised. It is supposed to be 9 treatments. My contract was supposed to end in August, but I had to request an extension three times because THEY cancel every appointment due to an issue with staffing. I have not had an appointment in 4months due to them canceling so many times. Their location is a hour and a half drive for me, I have even drove there just for them to tell me that my appointment was canceled. Not a single phone call. Due to the appointments being so spaced out, the treatment is not effective as it goes past the treatment window time. They tell me I am not eligible for a refund because I have received treatments. They tell me they don't have appointment windows long enough for my treatments and yet they signed a contract up for the areas and schedule them. I demand my money returned!! They have stimulated new hair growth due to my latest contract being treated only twice and spaced so far out. I've only had two treatments under that contract out of 4 months. It is supposed to be every 6 weeks. They say they don't have a time slot large enough and yet they added one of the NEW areas in with the OLD areas and wouldn't do the two new areas together. This is a SCHEME.
Customer Answer
Date: 11/09/2023
I wish to file it against Ideal Image for breaching their side of the contract, for false advertising, and being unable to provide the services that I was quoted and paid for in full already. It is for the Greenwood and ************ facilities specifically, but the company refuses to give money back for their inability to provide service that I was quoted for.
Business Response
Date: 11/10/2023
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:11/09/2023
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 called on October 4th to schedule an appointment for botox around my eyes and lip fillers but I said that I would only schedule lip fillers if they guaranteed that I could get them both done that day and they said they could at their Westminster location which is 45 minutes away so I scheduled and paid. I would NOT have paid if I could not have had them both done that day. I get to my appointment and they ask if I was going to fly soon and I said yes-on Friday and they said they could not do my lips. I asked by they couldn't have asked this over the phone and they said that they should have and that they were sorry. I was not happy but I rescheduled my lips for another far location for 2.5 weeks later on Friday, Oct 20th. They then called and said they were short-staffed and had to reschedule my appointment for a later date and they could only do it on November 9th. I was absolutely upset again but I went ahead and scheduled it for Nov. 9th which was over a month past my original date. I go in today for my appointment and they ask if I've had my 'teeth cleaned' by a dentist in the past two weeks-I said YES I got my teeth cleaned last Tuesday on Oct 31st and they said they could not do my lip injections. Again, why couldn't they ask this simple question over the phone or by text or email before I took off work for a third time for this appointment? I want my money back. I'm upset and angry and I feel like I was swindled into paying for this when I was clear that I was only paying for it if I could get it done that same day I paid on Oct 4th. I want my money back (the amount for the lip fillers portion is over $500) so I can go somewhere else and I'm not even comfortable now having a medical procedure done by this company. Thanks
Business Response
Date: 11/10/2023
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 3
Customer Answer
Date: 11/10/2023

Complaint: 20849896

I am rejecting this response because:
They sent me a termination letter but did not send me a refund. I will accept their response when the funds are refunded to me.

Sincerely,

*************************
Business Response
Date: 11/13/2023
Please wait 3-5 business days for receipt of funds.
Customer Answer
Date: 11/22/2023

Complaint: 20849896

I am rejecting this response because: I waited the 3-5 days and still no refund.

Sincerely,

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

Complaint: 20849896

I am rejecting this response because: No, I still have received no refund.

Sincerely,

*************************
Business Response
Date: 11/27/2023
We are happy to keep the complaint open until funds are received. Please contact your financial institution for confirmation of refund as well. They may be able to provide a posting date
Customer Answer
Date: 11/30/2023

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:11/08/2023
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 had a virtual appointment where the consultant told me I should get 2 syringes for marionette lines and labial lines. I called a week later because I don't have these lines. I was told to wait until I got there to discuss. When I went to the spa today, the girl agreed that I do not need all of that and came up with a different plan. Because I had an abrasion I could not have anything done anyway. I was completely misled and I am seeking a refund because of what was clearly an incorrect diagnosis and ultimately a very misleading business practice. I cannot in good faith trust these services.
Business Response
Date: 11/09/2023
It is our understanding that this matter has been resolved
Customer Answer
Date: 11/10/2023

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:11/08/2023
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 signed a contract with Ideal Image for hair removal on June 14, 2022. I paid in full $2,350.65. They charged my account a renewal fee of $299 without my consent and I disputed the transaction with; *************************** Aesthetic Consultant on July 03, 2023. She lied to me stating in the attached email that a cancellation request was submitted, however, it never happened. I had to file a fraudulent activity with my credit card company in order to be reimbursed for the unauthorized transaction twice in a period of one year. Ideal Image took my $2,350.65 and has not allowed me to continue services over a transaction of $299 since July 2023. I'd like a full refund of the contracted amount of $2,350.65. Their lack of communication and professionalism has forced me to report this to you.
Business Response
Date: 11/09/2023
We are reaching out directly to this client to provide resolution
Initial Complaint
Date:11/06/2023
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 purchased a laser hair removal package at the Ideal Image ********** ** location which includes a lifetime membership for touch up treatments at an agreed cost. The treatments have not been effective yet so touch *** are needed. The problem is that Ideal Image will no longer schedule touch up appointments farther than a week in advance- but the Brookfield location never has any openings available within the next week making the lifetime membership worthless. I also work full time during regular business hours and would need to schedule time off further in advance if there would be a daytime appointment available. They will call if they have a cancellation- but with little advanced notice, it's a challenge to rearrange my schedule to take advantage of their openings that pop up. I'd simply like them to be willing to schedule appointments without the 1 week limitation so I can get touch *** and see the best results possible.
Business Response
Date: 11/08/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond regarding certain protected information on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution
Customer Answer
Date: 11/10/2023

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.
I called Ideal Image ***************** ******* advised that a new CEO started recently who confirmed it is a high priority item to remove the 1 week limitation for scheduling touch **** There's no definite ETA- possibly December or January. I can call this customer service phone number to schedule appointments in the meantime.
I will submit a new complaint if this continues to be an issue in the future.
Thanks so much!
Sincerely,

*********************
Initial Complaint
Date:11/06/2023
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 bought 3 treatment packages (bikini, full face, underarms) on 11/2/17 (9 sessions total for each area). I have only used 3 sessions (last on 3/15/18). I was pregnant shortly after but had a miscarriage, but got pregnant again in 2019, gave birth early 2020 then COVID happened. I called on 3/15/22 to book an appointment and was able to. I called back on 3/22/22 and spoke with ********* at the ********** location to reschedule and was told no appointment booked and my sessions expired in 2019. I did not receive a letter, email or phone call notifying me of this. None of the paperwork given stated this either. I was very upset! She told me to call customer service and gave me the number. I have tried since March 2022 to resolve this issue with no response at all from Ideal Image. I called on 3/22/22, 4/14/22, 4/29/22, 5/4/22, 5/30/22, 6/17/22, 8/5/22, 9/2/22, 10/11/22, 2/16/23. Each customer service representative would tell me someone would be in touch with me but we are at the end of 2023 and no one still has! I want this resolved ASAP. I want a refund for the 6 sessions that I did not receive from Ideal Image. I refuse to do any business with them.
Business Response
Date: 11/08/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond regarding certain protected information on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution
Customer Answer
Date: 11/16/2023

Complaint: ********

I am rejecting this response because I called the business and they have not called back to discuss this matter.

Sincerely,

*****************************
Business Response
Date: 11/17/2023
We will contact you directly today
Initial Complaint
Date:11/06/2023
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.
I started a contract with Ideal Image in January of 2023 that ends March ****. With this contract I due 15 laser treatments. The company consistently cancels appointments that are supposed to be scheduled to occur 6 to 10 weeks after each session so your time between each session is increased and leaves you no time to reach the full ************************************************************ schedule for 10/28 and they called to cancel on 10/26 with the statement that they could not get me back in the office until Jan. ****. I have called their customer service office 3 to 4 times since 10/26/2023 with a promise that I would get a call back from the manager.. that has not happened. To continue to have to pay for a service that the company cannot render is awful. They are continuing to take on clients, but they do not have the capacity to do the work. How can you charge for services that you cannot provide. I have had 6 services -Jan. 24, March 7, April 18, June 13, Aug 2, and Sept. 11. How can they get in the remaining 9 services before my contract ends? They cannot.. so why I am responsible for a service that this company cannot provide?
Business Response
Date: 11/08/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond regarding certain protected information on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution
Customer Answer
Date: 11/09/2023

Complaint: 20831051

I am rejecting this response because: I have called the company and their response it that a manager would call me back. That has not happened. This issue began on 10/26. I have called the customer service 3 to 4 times and even received a case number with no one from their company calling me back to resolve the issue.

Sincerely,

***********************
Business Response
Date: 11/10/2023
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: 11/13/2023

Complaint: 20831051

I am rejecting this response because: I have called the number listed today and 4 previous documented times only to be told that the issue is handled at the clinic level and that a manager would call me back. They ask if you want to be transferred to the clinic only for the clinic to tell you that the manager is not available and that someone will call you back. NO one has called back. I have been making these calls since 10/26.

Sincerely,

***********************
Business Response
Date: 12/12/2023
Her contract was extended to allow for additional treatments. We advised her of this several times. We also advised that due to the number of treatments received she is not eligible for a refund. The client would disconnect the call and request that we no longer contact her.

On 12/8, after another response on the BBB that she had not spoken with us( we had 2 prior conversations with her regarding the issue) She accepted the contract extension and again advised that she does not want us to contact her any longer
Customer Answer
Date: 12/12/2023

Complaint: 20831051

I am rejecting this response because: they are not being honest. They should include how long it took for someone to call. The manager finally called on Nov 28 to resolve the issue. I missed a call from Ideal Image the week of Dec. 8. When I did call back they were talking to me like we were at the beginning of our contract discussion. I had to inform them of the things that had taken place. I did ask how they could state that I was fully treated if my contract notes that I should receive 15 treatments. In the fine print it tells you that 5 treatments make you fully treated. Again that is a not how people understand a contract. I did ask that they no longer call, but a few days later the manager called because she received a notice from the company that I wanted to discuss the info. They are not truthful and here again misinform customers to try to cover their mess. There is no need for them to contact me further. Hopefully they can honor these remaining appts, but my goal is to get what I paid for and that's 15 treatments.

Sincerely,

***********************
Business Response
Date: 12/12/2023
A contract extension has been provided to allot for additional treatments
Customer Answer
Date: 12/20/2023

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. The company has practices that intended to mislead the customer. They noted that they extended the contract for additional treatments. The wording would suggest that I was already given the treatments outlined in the contract which is 15. But in fact, I had only had 8. I accept the response and just choose to move forward.

Sincerely,

***********************
Initial Complaint
Date:11/02/2023
Type:Product 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 had a consultation to receive Ultherapy. It was not really a consultation to ascertain if I was a good candidate. It was quick and they immediately charged my credit card. Then told me it would be at least a month before the appointment to which I objected because they already had my money. So they scheduled it for September 12th in a neighboring state because they didnt have anyone to do the procedure in ******* where I called for the appointment. The nurse at ************ did the procedure which was extremely painful. She said I would need two more sessions to complete it which is contrary to what the consultant said. My face was terribly bruised which I thought would go away. Eventually the bruising faded but the pain in my jaw bones remains today. I contacted the corporate office three times and they said a medical person would contact me. The nurse who did the procedure left me a voice mail and I returned her call only to be told she was in a procedure and would get back to me. No responses at all. I indicated to corporate I am willing to pay $800 since I did get one treatment however I want a refund for the rest since I would not be returning for any more treatments. She said they would give me a credit fit $1600 worth of treatments at Their facility. She said no refunds. After reading more reviews I do not trust this company. The damage to my face was more than just the expected bruising. In most businesses there is usually some measure of customer satisfaction based on the quality of service rendered. This does not appear to be in the business model of the company Ideal You. Due to damage caused I do not want to continue the service therefore I want a partial refund for the treatment I paid for but will not receive.
Business Response
Date: 11/04/2023
We have sent documents to support her request. Please review and sign
Customer Answer
Date: 11/06/2023

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:11/02/2023
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.
Signed up for Coolsculpting in March 2023 Have been for 4 appointments between ***************** **************************************** body fat Nothing has happened - every time after a treatment I was in pain for 2 weeks called them they tell me this is normal. I have not reduced any thing
Business Response
Date: 11/03/2023
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.

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Ideal Image is NOT a BBB Accredited Business.