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

1,344 total complaints in the last 3 years.
208 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:11/02/2023
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.
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.
On 2/9/2023 I opted to sign up for CoolSculpting and was really rushed through the online initial consultation and paperwork. I was not aware of who was funding the financing and that there was no option to cancel out of the procedure. I have *********** and *******'s Syndrome, and despite their nurse clearing me for the procedure it has not been advised or feels safe for me to have this procedure due to the extent of the exposure to cold as I have nerve issues and damage. I have also learned that the "pudge" I have is hormonal related and not necessarily something a procedure like this will help. I have read many reviews online warning of Ideal Image's fraudulent behavior of signing people up, and taking their $ and not offering returns, and the procedure not going very well and very painful. None of these types of things were disclosed during the initial consultation, I was just told I was a great candidate but they didn't ask about my medical background. This is horrible business. I have attempted to request a refund on several occasions and all they will extend is credit. I do not want any other procedures, this is a lot of money for me and just want resolution to this. I shouldn't be forced to make a serious medical decision because of them holding my money hostage.
Business Response
Date: 11/03/2023
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: 11/30/2023

Complaint: 20815307

I am rejecting this response because:
My complaint has not been resolved and I would greatly appreciate my complaint being re-opened and investigated.

Thank you so much for your help.

Sincerely,

*******************************
Business Response
Date: 11/30/2023
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: 12/05/2023

Complaint: 20815307

I am rejecting this response because:
On 2/9/2023 I opted to sign up for CoolSculpting and was really rushed through the online initial
consultation and paperwork. I was not aware of who was funding the financing and that there was no
option to cancel out of the procedure. I have *************;#**;s and ***********;#**;s Syndrome, and despite their
nurse clearing me for the procedure it has not been advised or feels safe for me to have this procedure
due to the extent of the exposure to cold as I have nerve issues and damage. I have also learned that
the "pudge" I have is hormonal related and not necessarily something a procedure like this will help. I
have read many reviews online warning of Ideal Image&#**;s fraudulent behavior of signing people up, and
taking their $ and not offering returns, and the procedure not going very well and very painful. None of
these types of things were disclosed during the initial consultation, I was just told I was a great
candidate but they didn&#**;t ask about my medical background. This is horrible business. I have attempted
to request a refund on several occasions and all they will extend is credit. I do not want any other
procedures, this is a lot of money for me and just want resolution to this. I shouldn&#**;t be forced to make
a serious medical decision because of them holding my money hostage.

Sincerely,

*******************************
Customer Answer
Date: 12/05/2023

Complaint: 20815307

I am rejecting this response because:
On 2/9/2023 I opted to sign up for CoolSculpting and was really rushed through the online initial
consultation and paperwork. I was not aware of who was funding the financing and that there was no
option to cancel out of the procedure. I have *************;#**;s and ***********;#**;s Syndrome, and despite their
nurse clearing me for the procedure it has not been advised or feels safe for me to have this procedure
due to the extent of the exposure to cold as I have nerve issues and damage. I have also learned that
the "pudge" I have is hormonal related and not necessarily something a procedure like this will help. I
have read many reviews online warning of Ideal Image&#**;s fraudulent behavior of signing people up, and
taking their $ and not offering returns, and the procedure not going very well and very painful. None of
these types of things were disclosed during the initial consultation, I was just told I was a great
candidate but they didn&#**;t ask about my medical background. This is horrible business. I have attempted
to request a refund on several occasions and all they will extend is credit. I do not want any other
procedures, this is a lot of money for me and just want resolution to this. I shouldn&#**;t be forced to make
a serious medical decision because of them holding my money hostage.

Sincerely,

*******************************
Business Response
Date: 12/05/2023
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: 12/19/2023

Complaint: 20815307

I am rejecting this response because:
I am requesting a total refund for the services that I have not used and do not plan to use. I have attempted to get a resolution to this directly but I have not been presented with any resolutions that offer to refund the $3,968 for the service also I have been paying interest (which will total $4,135.02). That's $172.30 in interest every month since Feb. Just refund what is right.

Thank you,
~ ********
*************

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
Business Response
Date: 12/29/2023
This client has continued to answer and disconnect upon our introduction. We have issued refund.
Customer Answer
Date: 12/29/2023

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:11/01/2023
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 paid for laser removal package in June of 2009. My contract states in writing that it is a lifetime membership and has a guarantee with no additional costs for touch **** Dated 6/30/09 from ***************************. Since that time I have had touch *** on chin/upper lip area maybe once or twice a year. Last year they changed their policy and was not going to honor the lifetime agreement. Corporate got involved as my plan is apparently not one a common one. They agreed to honor my plan with the guarantee of no additional costs per the contract. Last year 2/22/2022 they tried to make me put a credit card on file for services and I was told it would not be charged. This again was discussed with the manager of the location I go to and they agreed this was not per my contract and did not make me do so. I have been trying to get in for a touch up since last Winter and have been given a lot of difficulty making an appointment. They now have a new policy that I can only schedule 7 days out so I finally found a time that would work. Then they sent me an email saying I need to put a credit card on file to make an appointment. I told them this had already been addressed 2/22/22 and that my lifetime contract does not require this. I do not trust to give a credit card given the complaints I am reading regarding this business nor should I have to per my contract. I also do not have pay for any touch *** per my written contract so there is no need for this. So essentially, my written contract is not being fulfilled anymore even though this has already been addressed with the corporate office and manager of the location. I was told they are not aware of my lifetime plan even though it is in my written notes in my account.
Business Response
Date: 11/01/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond directly to the individual on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Customer Answer
Date: 11/03/2023

Complaint: 20809285

I am rejecting this response because:
I see that Ideal Image has responded to other complaints via this forum. If I accept this response the case is closed and nothing has been resolved. My contract is still not being honored and it leaves the burden on me to continue to fight on my own. I have already been trying this since February of 2023 and cannot get an appointment without giving my credit card information. This is not acceptable for a lifetime contract which I already paid because it seems they have changed the terms of honoring it.

Sincerely,

*************************
Business Response
Date: 11/04/2023
For any additional concerns, we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Business Response
Date: 11/13/2023
This clients complaint is regarding our process to schedule a touch up. A credit card is required to be on file as all touch *** have a cost to them It is also stored for No show fees. this is a guideline they agree to in their service agreement. No charge is made until treatment is provided. This is a company wide policy. If she would like to schedule treatment, she will have to list a card that will be stored but not charged.
Customer Answer
Date: 11/13/2023

Complaint: 20809285

I am rejecting this response because:
Ideal Image stated in their response that there is a fee for the touch up. My contract was a free lifetime contract with free touch***. (which I have had since 2009) I have never had a no show. There is no reason to put a card on file as I should never be charged for a touch up. I could understand being charged if I didn't show up as it would cost them for my time not showing. However, that has never happened and I am fearful that I would get charged for a touchup. (you even stated in your response that there is a fee for touch **** More importantly my original contract never required that I put a credit card on file so you are not correct when stating I signed this knowing this. Ideal Image changed/altered the terms of a this lifetime contract. Ideal Image even stated so in their response "A credit card is required to be on file as all touch *** have a cost to them It is also stored for No show fees. this is a guideline they agree to in their service agreement. No charge is made until treatment is provided. This is a company wide policy." This is a new policy that was made after my contract was already signed and in place. So what do I do as a consumer now knowing that a contract that was made between myself and Ideal Image and paid for is no longer willing to be followed by Ideal Image?

*************************
Business Response
Date: 11/17/2023
This is a company wide policy for all forms of our Touch up membership. In order to schedule a touch up appointment, a credit card will need to be stored on file. Please thoroughly read through the consent for a clear understanding of what you are signing up for
Customer Answer
Date: 11/17/2023

Complaint: 20809285

I am rejecting this response because:
This was never in my contract. I have an old lifetime contract. You should actually review my contract so you know what you are talking about. You have changed the terms of a contract that was an agreed upon NO FEE AT ALL for touchups contract. This is not legal to change a contract after it has been in place for over 13 years.
Sincerely,

*************************
Initial Complaint
Date:11/01/2023
Type:Billing 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.
This company continues to charge a yearly fee that is not what was advertised. I signed up for a $200 membership and now the cost is $299 and the charge is not for a membership. This auto renewed with no warning or notice of how to cancel.
Business Response
Date: 11/01/2023
Consistent with the Health Insurance Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond directly to the individual on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Customer Answer
Date: 11/03/2023

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:10/31/2023
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.
Could not complete the service, Ultherapy, because it was too painful. I called to ask for a refund and I was told that a refund could not be issued. That the remaining money will be a credit on my account. I feel this company is forcing the patron to use other services. I want my money refunded.
Business Response
Date: 11/01/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond directly to the individual on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Initial Complaint
Date:10/30/2023
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.
On 05/15/22, I signed a contract with Ideal Image for unlimited laser hair treatment over the course of 16 months. Per their contract, the pricing is "derived using a 9-treatment plan of 5 standard treatments and 4 touch-***** The Ideal Image offices in the area I live in are completely overwhelmed and scheduling/waiting for an appointment has been a lengthy process. The nurses who have administered my services have all recommended that I come in every six weeks. The Ideal Image contract states that "treatment intervals range from **** weeks", but there has been more than one occasion where I've surpassed that 10-week interval including the present. My 16-month contract expires November 2023 and I have only received 7 treatments to date--my last appointment being 17 weeks ago. As of 10/30/23, they have granted me a one-time 95-day extension, expiring Feb ****. The local office has explained that they do not have any availability for the remainder of 2023 and will look to schedule me for ******* ****. An appointment for ******* will only allow me one additional treatment which falls short of the outline per contract.I have provided a copy of the contract along with my entire appointment history since signing.
Business Response
Date: 10/31/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond directly to the individual on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution
Initial Complaint
Date:10/29/2023
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 charge $2,930.03 on September 26th, 2023 for a future laser hair removal appointment, then changed my mind because I was invited to be a part of a research trip in another country and although I would be back in the U.S. in 3 months, I wanted to save money for that and just cancel the appointment for November 21st. I called and emailed ideal image on September 29th, sent them proof of my AirBnB stay, and have not heard back since my last email to them on October 4th despite following up. I have not received any services from the company and they do not seem to want to refund me for services I never even got.
Business Response
Date: 10/30/2023
We are verifying the information provided and will respond directly to this client
Customer Answer
Date: 11/03/2023

Complaint: 20797448

I am rejecting this response because: I've already explained that it is not a permanent change of residence and sent my Airbnb travel receipt. I did not receive the services and thus, it should not be such a pain to receive a refund. I am in another country having to spending time dealing with this incredibly frustrating and incompetent customer service.

Sincerely,

***************
Business Response
Date: 11/04/2023
For any additional concerns,we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution..
Customer Answer
Date: 11/10/2023

Complaint: 20797448

I am rejecting this response because: Ive contacted them and they did not help which is why I reached out to BBB.

Sincerely,

***************
Business Response
Date: 11/13/2023
We provided full refund.
Initial Complaint
Date:10/27/2023
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 bought several services from Ideal Image. I told them before i agreed to anything that I had to have my treatments before the middle of December 2023. I am going on a trip and the only reason i was getting the services. I went in on Monday 10/23/2023 and had one service. They told me that they could not do another one treatments due to my health, and they said they did not have anyone to do the other final procedure until at least January **** due to not staff available to do it. I found out that many of the staff have quit recently and there is ***** able to do multiple services (even though they are selling them) The staff said the ******* location maybe closing due to everyone leaving. They said they cannot/will not refund my money even if they can not preform the procedure. i am will the to pay for the service i received. but I do not think i need to pay for services they can not provide or provide in a timely manner.
Business Response
Date: 10/28/2023
We are looking into your concerns but there appears to be some conflicting information.
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond directly to the individual on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Customer Answer
Date: 10/30/2023

Complaint: ********

I am rejecting this response because: I have contacted their customer service and they were of no help. I tend to believe the individuals in the clinic . Not the sales people. They cannot preform the procedure in a timely manner if at all. Before i purchased the service I was told I could get my first 3 treatments before I went on vacation in December. Then once I signed the contract they could not get me in until January. I call this bate and switch or better yet fraud

Sincerely,

*********************
Business Response
Date: 11/03/2023
We have sent communication to resolve this issue
Initial Complaint
Date:10/26/2023
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.
Back in August I had a video consultation with ****** ******, a sales person from ideal image, regarding laser hair removal. She lied about the frequency of the service. She said it would be every 6 weeks. So far I’ve had t 2 out of the 8 appointments, after my first appointment I learned that it was every 8-10 weeks. So she lied to get me to sign the contract. We were on a regarded zoom call. My first follow up appointment (2nd overall) was cancelled last minute by ideal image and during my second follow up I was burned because the nurse accidentally used the wrong laser on ny skin. It’s been an overall awful experience that have left me dramatized. A service relationship that was started on a lie (contract trap) and they are refusing to issue a refund.
Business Response
Date: 10/27/2023
Consistent with the Health Insurance Portability and
Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not
respond directly to the individual on this open portal. We strongly
urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to
discuss resolution.
Customer Answer
Date: 10/27/2023

Complaint: ********

I am rejecting this response because:
I’ve spoken to a number of people and they are just trying to get to use the money towards a different product or service. Why would I want to continue working with them if the experience has been so bad? I want a refund.
Summary of experience:

A case manager name Mary called me and said “well, when you signed the contract for laser hair removal you agreed to the potential of getting burned so we won’t give you a refund”

The whole thing has been unbelievable.

I’ve had 2 out of the 8 treatments in contact and from the very first one I knew it would be a toxic relationship because that’s when I learned that the sales person lied. Before I signed the contract she said the treatment frequency would be every 6 weeks, on a recorded zoom line, immediately after my first appointment they said “well, we don’t offer 6 weeks anymore” when I went back to sales person, now after I signed the contract she said, “it’s going to be every 8-12 weeks now, trust the medical staff, they are really good at what they do”

Okay - I’m getting ready for my first follow up - canceled last minute.
Rescheduled for a couple weeks later. During the second meeting, I got burned (the nurse accidentally used the wrong laser on me).

I’ve been trying to get a refund for all my remaining sessions. I’ve spoken to so many people at this point. Mary was the last person I spoke with.

Sincerely,

***** *****
Business Response
Date: 10/28/2023
Consistent with the Health Insurance Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will not respond directly to the individual on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Initial Complaint
Date:10/26/2023
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 paid for 2 vials of filler and told them in ********* that I would be moving out of state.They only needed 1 vial and I purchased 2 . I moved to ******* and contacted them, they said they would accommodate me for a refund because the Ideal image in ******* is a franchise. They have not done anything and given me the run around
Business Response
Date: 10/27/2023
This Clients account is currently located with a Franchise center. We do not have visibility on her concerns. For any additional concerns, we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Customer Answer
Date: 10/31/2023

Complaint: 20787481

I am rejecting this response because I called the number provided and it was not customer service at all it was the office number. I think you have poor customer service :

Sincerely,

Dr *************************************
Business Response
Date: 11/03/2023
Please select Option 4 to be connected with ***************** otherwise you will route to ****************
Customer Answer
Date: 11/07/2023

Complaint: 20787481

I am rejecting this response because:

Sincerely,

Dr *************************************

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Ideal Image is NOT a BBB Accredited Business.