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

1,441 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:05/13/2025
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.
Purchased cool sculpting after an online appointment to determine if I was a good candidate. Was advised that I was purchasing sessions. When I went for said sessions, was advised that any unused sessions could be transferred to other services and products. When I went to cash in unused sessions, was told that they count sessions differently now and that I had used all sessions- despite having used less than 1/2 of sessions I paid for. Additionally, after having completed the sessions, there has been absolutely zero change. I followed procedures exactly and even exercised more and watched food intake even more closely.
Business Response
Date: 05/15/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/08/2025
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 would like a refund on a service I never received. I did make an appt on march 25th to get ultherapy for my face and neck. They charged my account immediately for the full amount $2732 even though my appointment would not be until may 1st. After talking to them i decided to cancel my appt. they told me they do not give refunds. I could not believe that was their policy. I want to warn people about this company, and how they run their business. My credit card company denied my claim but I am still fighting for my refund. Please contact me if there is anything more I could do. Thank you. ****** *****
Business Response
Date: 05/09/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/08/2025
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 charged $2,898.10 for a LIFETIME GUARANTEE for this service. This business also withdrew funds from my account without prior notice, citing their strict rescheduling policy. While they enforce a $50 fee for missed or late-canceled appointments, theyve rescheduled mine due to technician unavailability without offering flexibility or compensationan unfair double *********** my most recent visit on 2/17/2025, I inquired about the cancellation policy while going through a personal matter and preferring not to talk. The provider appeared irritated and increased the treatment temperature beyond what was comfortable, resulting in facial burns. It's been almost 3 months, and I now have pigmentation damage.The business did initiate a conversation to address the incident, but instead of showing empathy, the discussion left me feeling gaslit and dismissed. I was made to feel as though the burns had no ill intent, and the lack of accountability completely eroded my trust in the company.This experience has caused emotional distress, and I no longer feel safe returning for the final sessions. While there has been some hair reduction, the results fall short of what was promised, and I am back to waxing.The staff has been consistently dismissive, and the service quality does not justify the cost. Given the physical harm, incomplete results, and the way my concerns were handled, I am requesting a partial refund and will not be returning.
Business Response
Date: 05/08/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/07/2025
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 initially consulted with ***** ****** on May 23 at Ideal Image. Later, on May 25th between 11:12am-12:00pm, I signed the contract after meeting with ***** ****** from Ideal Image. Notably, I was not made aware of the 72-hour refund policy at that time. After conducting additional research and reviewing more feedback over the weekend, I contacted Ideal Image on May 28th around 10:11am to cancel. During this conversation, ****** informed me about the 72-hour cancellation policy, stating that the timeframe began after I signed the contract. I clarified that I was within the 72-hour window, prompting ****** to engage in a prolonged discussion. I told her repeatedly that I was within my 72-hour window, but she didn't believe me. Eventually, she agreed to start the cancellation process and said a manager would contact me within 72 hours. After calling multiple times, I finally spoke with a manager named ******, who claimed I was past my 72-hour window and tried to persuade me to continue with the procedure. Despite my clear request to cancel, she insisted on proceeding. She then stated that the cancellation process would take around 45 days. I'm starting to feel like Ideal Image is only interested in my money and doesn't care about my well-being. Since attempting to cancel, I've received inconsistent information, and no one seems to be taking my concerns seriously. To make matters worse, I received a notification from a credit company this morning stating that I have a new account, a bill , for ********* a significantly lowered credit score. Can someone please help me resolve this situation?
Business Response
Date: 05/08/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 8, 2025 I made an appointment with Ideal Image for a cool sculpting procedure. I deposited $900 and they scheduled me for May 38, 2025 and June 3, 2025. On April 22, 2025, I fell at the park while walking my 96 pound German Shepherd and hurt my back. I went to the doctor the next day. He prescribed ******** for back spasms o am now experiencing. I am still experiencing back spasms and pain in my left side, so I called the Ideal Image facility on May 3, 2025 to cancel my appointment and request a refund. The woman on the phone insisted that I would not receive a refund because I only had 3 days from the time I made the appointment to cancel it. I asked her to have someone return my call. I have heard from no one.
Business Response
Date: 05/08/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 05/08/2025

Complaint: 23300301

I am rejecting this response because: I spoke to Tavia with the Client Support Team. In their response to the BBB, it states "we have a team dedicated to addressing your concerns available to assist." She was not open to my concerns nor was she amenable to offer a resolution, which was clearly misleading in their response. Tavia insisted that I had exceeded the 72 hrs.cancellation period in the contract. I explained that I never received a copy of the contract, it had not been emailed. She said that I must have opted out receiving a copy. I responded asking why would I have opted out receiving a copy, wouldn't she have proof of that. She said she would email it to me. I asked why, would she if I opted out. I then noted that would be irrelevant since I recently suffered the injury, clearly after the 72 hr. period. I requested to speak to her supervisor. She said that ******, her supervisor at the *********, ***** facility would return my call within 72 hrs. ***** very disingenuously stated that even if I did go back to the BBB to report her response it wouldn't make any difference. I found her response to be unconcerned, disrespectful, and very unprofessional.

Sincerely,

******* ********
Business Response
Date: 05/09/2025
We will escalate your concerns and have a client support specialist reach out to assist you. Our goal is to find a resoluion for all cliens. We understand the request is often a refund, however that is not always an option we can provide. We will work within our policies to find a fair resolution.
Customer Answer
Date: 05/20/2025

Complaint: 23300301

I am rejecting this response because: the company has made no attempt to resolve my issue in good faith or otherwise.

Sincerely,

******* ********
Business Response
Date: 05/24/2025
We spoke with this client on 5/8 post BBB complaint, Below are notes from our call:
The client was calling regarding her BBB complaint. She said she called to cancel because she hurt herself and can no longer get the tx. She was told she is outside of policy so she went to the BBB and her attorney. I went over the ** and she doesn't agree. She feels since she cancelled with plenty of time before her appointment she should be able to cancel. Sha asked to speak with a supervisor and took my name down. Escalated to CM for a call back. She was upset she couldn't speak with her now and I let her know I already went over policy. She will wait for the call back. Mentioned going back to the BBB and her attorney for arbitration. Claims she never got a copy of her contract so I sent her a copy. td
Initial Complaint
Date:05/06/2025
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 paid for ***** abd filler. The filler left visible lines above my lips and under my lips. They tried to rub it out. The office manager told me I could pay for more services.
Business Response
Date: 05/08/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/06/2025
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 purchased a syringe of lip filler in November of 2024. I have since made 3 appointments with Ideal Image. The first appointment was a consultation where I was told I would need to be dissolved before adding any new filler in. I made a second appointment at another Ideal Image location to get a second opinion to which they also recommended dissolving. I was told to wait 2 weeks and make another appointment so I can be refilled. I dissolved and made an appointment for 3 weeks later. I went to the appointment and was told I had to wait 2 months and that whoever told me to wait 2 weeks is wrong. I am starting ******** in a month and will be on the medication for 8-12 months. Its advised to not do any cosmetic procedures while on this medication for my health and safety. I reiterated this to the provider and customer service. I am being refused a refund when I have waited several months to use my filler and now I cant due to my medication. I would like a refund from the company because I am not going to use the product as I am going to be on a medication that prevents me from being able to have any cosmetic procedures done while taking.
Business Response
Date: 05/08/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/06/2025
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 had a video conference with a rep ******* *****) on April 25th. In the video, I went over my area of concern, which was my smile line. I also added this information on my inquiry. She was adamant that I needed fillers and that this would fix my issue. I paid for the service and scheduled my appointment. Therafter, I noticed NO CHANGE. The woman that did the procedure said that she wouldve recommended another procedure for what I wanted. I was sold something that wasnt even for my concern. This was deceptive practices. Over 1k for nothing.
Business Response
Date: 05/06/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:05/06/2025
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.
On Feburary 3rd I went into this location for a consult. During the consult I was told that if I bought the cool scuplting for abdomen I got the flanks for free and then another area at half price. I was told that I would have a session every 4-6 weeks until I got results. I added the bra line for the half price and paid $$4,598 for the services. I was told I would have all the areas completed on my first visit on Feburary 26th. I went for my appointment and they only did the abdomen and flanks and the machine wasn't working so they couldn't even do my whole abdomen they only did 1 of 3 areas. The second visit was on April 2nd and I was told it was going to be for the bra line and when I got there they did the abdomen again because "this appointment is to make up for the machine not working on Feb 26th." The machine once again "wasn't working properly" and they only did 2 of the 3 areas. Went in on April 9th and they did my flanks and finally my bra line. When I was finished with treatment they said the next available appointments weren't for 13 weeks due to short staffing. I told them that I was moving the end of June and would like to get in sooner if possible or at least have all 3 areas completed on the same day which they said wouldn't be possible and scheduled the sessions a week apart so I will have to make a 6 hour round trip a week apart. I called an spoke with them about my concerns and they told me they can't refund me or get me in any sooner for the services I paid for, they could only transfer the amount I have already paid to a different service. I didn't sign up for the cool sculpting because I wanted to switch to a different service. I want what I paid for in the time I was told I was going to get it. This is very poor customer service when I still haven't received a full abdomen treatment.
Business Response
Date: 05/06/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 05/18/2025

Complaint: 23293744

I am rejecting this response because: the companies response is that they will "try to get me a sooner appointment." I still am not getting any resolution to my compalints or concerns of not getting what was promised to me in a timely manner.

Sincerely,

******** ********
Business Response
Date: 05/20/2025
Currently, We do not have sooner appointments but Have this client listed on out wait list
Customer Answer
Date: 05/20/2025

Complaint: 23293744

I am rejecting this response because: I have been on the waitlist for over a month and no progress has been made.

Sincerely,

******** ********
Initial Complaint
Date:05/05/2025
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 purchased laser hair removal for my face. The package was around $3,200. The package I purchased was sold to me as a lifetime guarantee. I was supposed to have an appointment every 6 weeks, and every time I went they would tell me they were booked up 8-12 weeks out, so they couldn't uphold their end of the contract, and refused to do anything about it. They also sold me a plan with a "lifetime guarantee" that ended up actually being "90% off touch up sessions.", which it was NOT sold to me that way and was never explained that I would have to pay for the touch up sessions, and why would I expect to have to pay given the "lifetime guarantee" it was sold to me as? When I called in to schedule a touch up, only then was I told about the cost of touch up sessions The "90% off" cost ended up being $250 per session according to the representative I spoke to. Keep in mind I was sold a year long package with a "lifetime guarantee" that cost me around $3,000. If 90% off is $250, then they're claiming one session is almost the price of the entire year long package, which CANNOT be true. Either they're lying about the cost of a single session (which they REFUSED to disclose to me) or it's not actually 90% off. I demand to know which it is. What is the cost of a single session? Why are they telling me it's $250 for a single touch up, that is supposed to be 90% off? I already have friends who have taken legal action against Ideal Image for this exact reason, and they have all been compensated financially, but not in any instance did they provide an explanation or uphold their end of the contract. I demand they explain their pricing, and how 90% off a touch up for just the face is $250, and how much the cost of a single session is, and if a single session IS $2,500, how I was only charged $3,200 for a year long treatment plan, that was SUPPOSED to include an appointment every 6 weeks, when I ACTUALLY only had an appointment every 8-12 weeks, and NOT of my own fault.
Business Response
Date: 05/06/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

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Ideal Image is NOT a BBB Accredited Business.