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

1,362 total complaints in the last 3 years.
209 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:10/25/2023
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.
The issue is that they don't have real medical professionals personnel working on customers!! There customer service line is full of fake random people claiming that they are the manger or (head director)! I called to complain and the receptionist , then started claiming she was the head person in charge to speak to!! The receptionist!! I was told that an ******* was the person to talk to and we did, she gave me Her wrong contact number! she told me to call her back after my apptmt. i tried and was told twice she was unavailable, They have a {fake customer service line}, when i asked for a refund they told me i had a contract, i said show me, And they haven't provided me with one, especially the one that i ((supposedly signed)) I then decided to look at their ****** reviews, and sure enough, person after person was having the same issue as me, so i left my review, and decided to reachout to you guys to escalate this issue, possibly shut this Fake place down!!! I currently have ***** left to pay on my payment plan. Today's date is Oct 25, 2023 Today is when i spoke to them when they claimed i was unable to get my money back. But they have yet to prove that this is true.
Business Response
Date: 10/26/2023

For any additional concerns, we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Customer Answer
Date: 11/02/2023

Complaint: 20781196

I am rejecting this response because:
They did not provide my documentation that I am (under there contract) my signature!!
The paper that I signed. Where is my signature?? I don't see it, do you?
The actual document that I signed, seems to not exist, there for there policy doesn't count twords me!
You failed to provide proof that I am under your contract, because I'm not.
And you don't have it because your company is fake! And you know it!!
Your employees are rude and unqualified, and incompetent, obviously!
I want my money refunded!!

*********************************************************
Business Response
Date: 11/04/2023
The document provided shows acknowledgment( Top of the first page) Which constitutes legal agreement. Please review
Initial Complaint
Date:10/25/2023
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 went in for cool sculpting on my chin on 11/11/21, I was told to wait 3 months before to notice results,It left my chin bigger and my skin loose and saggy! When I look in the mirror I get so upset! It stretched my skin! They said the price of the treatment was $1,320 dollars, I ending up paying $1,889 because of the interest on the account they did not tell me about, I very upset I didnt get what I paid for it turned out worse! Are they going to pay for skin tightening for me, I want a full refund of my money, Paying for something that made it worse! I read a lot of bad things about Ideal Image on line after I went there! I believe they rip people off and scam them! I was not told that the results were not guaranteed! Please help!
Business Response
Date: 10/25/2023

We cannot refund for treatment already received and we will be happy to see you again. We welcome you to keep your appointment and look forward to seeing you soon

All financing issues should be addressed to the applicable financial institute, and not Ideal Image. By way of further ***************** terms are spelled out in every monthly statement for every credit card and it is every consumers responsibility to adhere to the terms and conditions as stated in each individual contract. Specifically, the notification about the promo expiration appears on all statements prior to the expiration so each individual is regularly notified.
Customer Answer
Date: 10/26/2023

Complaint: 20780803

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:10/25/2023
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.
Date of transaction: 12/20/2022 The amount of money you paid the business: ***** What the business committed to provide you: Laser hair removal treatments What the nature of the dispute is: regular cancelations, delays for rescheduling, and sessions have to be completed within a period of time. Whether or not the business has tried to resolve the problem: No. Account/order/tracking number: n/a
Business Response
Date: 10/24/2023
Please add this complaint to our Corporate account as we do not respond to individual center accounts. Corp account is under ******************** of West *******. This client is being resolved via the attorney General
Business Response
Date: 10/26/2023

For any additional concerns, we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Initial Complaint
Date:10/24/2023
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.
In August of 2022, I went to Ideal Image in ***** ** at ***************************************************. I went into Ideal image to inquired about services. I was looking to tighten up my face, and my stomach. I am a 64-year-old female. I was met by *******, she assured that she had services that could help me. I am a 64-year-old female and I wanted to do a little upkeep on my stomach and jowls. I was taken advantage of by these people. ******* sold me 2 cool sculpting treatments for my stomach, (I was later told I needed a 3rd CoolSculpting to get the results I wanted) 2 Ultherapy for my face and neck. I also purchased 2 syringes of filler for my face and botox for my forehead. ******* sold me these items with the help of ***, one of the physician's assistants who work at Ideal Image. When purchasing the Ultherapy, I was told that it would tighten up my jowls and give me a much younger appearance. I was told the CoolSculpting would get rid of 25% of the fat in my stomach, not true. I have been destroyed by these treatments. I have had to have a facelift because of the damage the Ultherapy has caused my face, and I am going to have to have a tummy tuck due to the damage the CoolSculpting has done. The DR who is going to perform my tummy tuck, said CoolSculpting only works on stubborn fat, and will do nothing on a stomach such as mine. The Ultherap that I had done, has taken the fat out of my face and left it sagging. My facelift was completed on 9/18/23, and additional $12000. Ideal Image refuses to give me a refund, I've been trying to get for months. I 've been told by staff at Ideal Image I have to wait for a year to 6 months for results to show, the only results that have shown up are very saggy skin and hanging fat. I have filed endless claims with Ideal Image, only to be told that I have to try their alternative treatments (everything they give me makes things worse.) I have claim numbers and emails showing the many times I have tried to get refunds from this company.
Business Response
Date: 10/25/2023
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:10/24/2023
Type:Customer Service 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 Ultherapy from Ideal Image for $1,440 on 11/25/2022 after assurance from ****** that it was right for me and guaranteed compensation if it didn't work as a paid member.During the procedure, I the technician, who appeared to be inexperienced, was consulting a manual while performing the service. I informed her of my upper cheek/under eye filler, she checked manual and said it was safe. She even said yes, I can feel the filler. After, I noticed significant drooping on my face and contacted them immediately.I communicated concerns to ***************************, who acknowledged that the filler was melted by the laser, causing the adverse effects on my face. She assured me that Ideal Image would address the situation. Despite numerous evaluations and promises, Ideal Image failed to fulfill their commitment to compensate me for the damage caused by their inexperienced technician. *************************** stated that the ***************** was unsuitable for me and offered to arrange an alternative service, but this promise also went unfulfilled.Over the 11 months, I endured a frustrating and fruitless back-and-forth with Ideal Image. I provided them with the necessary documentation, attended multiple evaluations, and invested countless hours in emails and phone calls. Despite their initial assurances, they neither replaced the $1,000 filler nor provided the additional services to make up for the $1,440 I had spent on the ineffective *****************. Ideal Image's actions were not only unprofessional but also unethical.Ideal Image's corporate office was dishonest and disrespectful, with long wait times, contradictions, and unfulfilled promises. Refusal to share evaluation photos and provide a contract added to their unethical practices.I request to be compensated as per Ideal Image's initial commitment: the replacement of the $1,000 filler and a credit for the $1,440 spent on the *****************, which was incorrectly applied by an inexperienced technician.
Business Response
Date: 10/25/2023
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: 10/28/2023

Complaint: 20777647

I am rejecting this response because this is the same number Ive been calling and being put on two hours hold, then told to to contact the clinic direct who then tell me to contact this number. *** called this number numerous times and gotten many contradictory and conflicting messages. Its a circle of nothing but wasting more of my time and no resolution.

Sincerely,

*******************
Business Response
Date: 10/30/2023
We apologize for your experience. We will have someone contract you to discuss your concerns
Customer Answer
Date: 11/14/2023

Complaint: 20777647

I am rejecting this response because:
Ideal image has reached
out once, I've called them multiple times and left voicemails and they
have not returned my call

Sincerely,

*******************
Business Response
Date: 11/14/2023

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: 11/17/2023

Complaint: 20777647

I am rejecting this response because: I was previously called by ************** who is a representative of Ideal Image. This person ******, provided no resolution and called me to tell me they are offering nothing. Is this number you're asking me to call any different. I don't need to call someone else to be told this. I've already invested countless hours going into their offices for evaluation, calling and emailing back and forth with a promise of complimentary services. Is this an actual attempt to resolve or a person telling me they'll do nothing, you can just state this in response if that's the case.

Sincerely,

*******************
Business Response
Date: 11/26/2023
This client is fully treated. Her complaint is about treatment she received from a different company to which we treated over. We treated within protocol

We are unable to reimburse her for treatments she received from another company.

We have continued to communicate this information with her.

We are happy to provide filler treatments at a discount cost but we will not provide free treatment or refund
Customer Answer
Date: 11/29/2023

Complaint: 20777647

I am rejecting this response because:

I purchased package from Ideal Image- this is Ideal Image
The response doesnt make sense - theyre stating I received treatment but not from them? Then how can they state what I did or didnt receive.
As mentioned previously, I purchased from Ideal Image Corp sales not individual location. Ideal Image Mill Creek offered to reimburse me with services but they needed corporate ideal image to approve. Since then both sides have been saying the other side is responsible. It is one company, and theyre playing games with customers bouncing them around claiming the other is one to approve. Totally unethical and unprofessional.

Sincerely,

*******************
Customer Answer
Date: 12/07/2023
The message just says
[INSERT POINTS HERE] - Im unclear what is needed.
Thanks
Initial Complaint
Date:10/23/2023
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've been a client with Ideal Image for quite some time. I've used their expert advice and procedures to get laser hair removal on my bikini area. It went well. So, when I gained extra weight, I confided in Ideal Image again.I was led to believe that coolsculpting was the answer to all of my prayers. I signed the contract and scheduledmy appointments. The "professionals" told me to eat healthy and exercise regularly while my body was healing. They said I'd see results in approximately 3-4 months.My 1st appointment was at the beginning of this year. My 2nd appointment was in the Spring. My 3rd appointment was in June. I have seen ZERO results. The funniest part is that I complained after my second appointment and they called me in for a follow up consultation. The technician took photos and compared them to my previous photos and said "it looks like you lost an inch or so!" when in fact, I GAINED an inch or so. When she put the tape measure around and weighed me, she was puzzled.Coolsculpting DID NOT work on me. I am so beyond disappointed. I thought Ideal Image was on my side, but all I know now is that I look in the mirror with disappointment and depression.The worst part is that I've asked on several occasions for a solution that would be fair to both me and Ideal Image. I have asked in person for help, I have made several calls with people saying they'd "get back to me," I have written emails and follow up emails, AND I mailed a letter in. No one will return my concerns. I would like some sort of resolution here
Business Response
Date: 10/24/2023
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.

Failure to comply with the treatment program as outlined will likely result in less than optimal results. While we are able to provide additional treatments in some cases, we are not able to provide refunds once services are rendered. Results,tolerance, etc. can vary from client to client
For any additional concerns, we strongly urge our clients to contact our CUSTOMER SERVICE DEPARTMENT at ************ to discuss resolution.
Customer Answer
Date: 10/26/2023

Complaint: 20770916

I am rejecting this response because:
I am extremely upset with both responses I received from Ideal Image. The written comment on BBB and the phone call I had yesterday afternoon. I will address each separately.
The comment: I know that CoolSculpting is not a form of weight loss, trust me I've done my research. However, it is a procedure that is supposed to guarantee you results by losing centimeters or inches. I have not seen that result after three sessions. Then, the person answering my complaint had the nerve to say "we urge our clients to maintain a healthy diet & get as much exercise as possible." If the representative actually read my entire complaint, he/she would have seen that I did exactly as I was told to do and still received reverse effects. I did not "fail to comply," I 100% complied and still have to suffer with zero results. The thing that got me was that on BBB, the rep admitted that additional treatments could be provided in some cases, yet as you'll see in my next paragraph, the phone call assured me that not a single additional treatment would be granted for my concerns.
The phone call: The representative that I spoke with claimed I needed to do CoolSculpting more than once in an area for the procedure to work, which I repeatedly assured her I did three sessions in the same area. Just look up my account. She also insisted that from client to client, results can vary. But what about zero results? I have zero results. I'll admit, those sales people at Ideal Image are only concerned about making money and not helping customers, because the person I dealt with when signing contracts even outlined that I would 100% see some sort of change, even if it was minimal. But to have the opposite happen, to expand my waistline (not weight, in inches like you go by) is beyond me. To end the phone call, the representative basically said "we can get you in for an evaluation." To which I asked "does this evaluation mean that your practitioners will tell me what areas of my body need work? Will I then have to purchase more sessions for thousands of dollars to see zero results?" She was stunned at my questions and took a long pause before answering. But all in all, she confirmed I would have to purchase more sessions. No money back and no additional granted appointments. Ridiculous. I will never go back and I advise everyone to avoid this establishment all together. Scam-like and you'll just be throwing your money down the drain.

Sincerely,

*******************************
Business Response
Date: 10/26/2023
we are closing this matter and will no longer respond to this individual who appears to be attempting to obtain monies from our company unjustly.
Initial Complaint
Date:10/21/2023
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.
These thieves have canceled my appointment twice! The second time, today, they didn't even bother calling or emailing to let me know. They just let me waste my time and money. If I wasted their time and money and cancel at the last second, they charge people. But it's ok for you to do the same to your customers???? After talking to someone on the phone, I was told a manager would contact me- did they? Nope! I've never met a company that treats their customers so horribly, and simply not care. With the amount of money people pay for their services, it's absolutely uncalled for!
Business Response
Date: 10/23/2023
We apologize for your experience. We will have a manager contact you to discuss your concerns in further details
Customer Answer
Date: 10/24/2023

Complaint: 20765629

I am rejecting this response because: I have been told mutliple times that I would be contacted by a manager and it's just another lie.

Sincerely,

*******************************
Business Response
Date: 10/26/2023
It is our understanding this matter has been resolved
Customer Answer
Date: 10/27/2023

Complaint: 20765629

I am rejecting this response because:
please explain why you think that. You said a manager was going to call me and never did.

Sincerely,

*******************************
Initial Complaint
Date:10/21/2023
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 of ******** and I began completing the laser hair removal process of my legs in early 2020. I paid in full and had roughly 15 sessions to the end result. I got through roughly 3 and then COVID-19 shut everything down and I was told they would call me to reschedule when they were reopened. I never received a call and, that spring, I was diagnosed with cancer and spent my time and energy on my treatment. Last winter (2022), I remembered about my laser hair removal and realized I never heard anything from Ideal Image. I reached out to schedule and was told I was too late and they only would ***** me 1 session, instead of the ~12 I had remaining that I had paid for. I explained they never contacted me, etc, and asked for a supervisor to call me and have not heard anything. I emailed their company and never heard back.
Business Response
Date: 10/21/2023
we have not heard back from this individual. we would very much like to see her back in the clinic to assess her complaints and try and resolve.
Initial Complaint
Date:10/20/2023
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 originally paid money mid September on the phone with a consultant. Later that day I read more reviews about the establishment and decided that I don't trust them with my care. I canceled my set appointment for the following Wednesday. I called my bank and disputed the charge (was for coolsculpting). They charged me about $226 on October 18 and I had this charge disputed and got a new card. I have never received a service so I don't think there's reason to pay. I will continue to dispute charges. They have received none of my money.
Business Response
Date: 10/21/2023
It appears this matter has been resolved
Initial Complaint
Date:10/19/2023
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.
On 9/16 I called what I presumed to be the Edina Ideal Images. I got a recording to press 1 if I was interested in information or a consultation. I wanted to learn about a procedure. They then have someone call and set up a time and it ends up it is an online video and I was expecting to go to the facility. Well, I thought this is the way of the world now, so I went ahead and talked on line. It ended up high pressure sales and when the consultant went over things with me she made no mention of things being non refundable. Had she mentioned that, even though I was healing from a concussion at the time, my ears would have perked up. In fact she talked about my going in to meet with nurses that I could talk to and they would determine if I was a candidate or not. I assumed I had the right to make a decision at that time and then I see they charged my credit card a couple days later for $4400.20. I called them to say that I had changed my mind and also had some other things come up medically that I had no idea about at the time of the call, and I just wanted to cancel. They said it was non refundable and I said why can you not cancel because I have had no services performed. I had not received any services so how can you charge me for something that I did not receive. I got NO services for this money. The consultant also was high pressure as if you watch her video she said that it looked like it was going to be hard for me to get in before November and they were really busy, but she would try to see what she could do. It's funny how they could call later and found two October dates. If they are that busy, then they don't need me as a client and they don't need to take my money. When you call there they all give you corporate scripted speak. I really have to question all the people involved in this, and I told them so. They have really got a good sham going and unfortunately a number of people are getting taken. They are making profit on the backside of hard working people.
Business Response
Date: 10/20/2023
Consistent with the **************** Portability and Accountability Act, Ideal Image, a non-surgical cosmetic med-spa, will no longer respond directly to individuals on this open portal. We strongly urge individuals to contact our CUSTOMER SERVICE DEPARTMENT at ************ prompt 1 to discuss resolution.

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Ideal Image is NOT a BBB Accredited Business.