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

1,328 total complaints in the last 3 years.
210 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:10/03/2023
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.
Began services with Ideal Image in *********** August 2022 and became a member with the Lifetime Guarantee Membership ***. Contract ID: ******** for Lifetime Membership Laser Hair Removal Contract: Face, underarms and belly button ******** Laser Hair Removal Contract: ******** to add in bikini area. 9/26/2022 Renewed Lifetime Guarantee Membership Laser Hair Removal LTG Contract ID ******** on August 29, 2023. I live in ******** and was doing services in ********. Since July 2023, the ******** office has been cancelling my appts and referring me to other locations which are over an hour from me such as ************ or **************. A few days before my appt or the day of, the ******** office would cancel. Leaving me to reschedule and not be able to find another appt within the needed time frame. Which made the hair removal delayed multiple occasions. I did one session at ************** just to stay within the time frame. Booked my next appt at ************ and now they cancelled my next appt due to losing their nurse to do my appt. I am not getting the appropriate treatment at this point, the clock is ticking on my contract and why am I renewing a membership for a company that is essentially closed? I want my money back for any services/contracts due to their staffing issues. $299 paid for membership $1749 for Contract ******** $1799.60 for Contract ******** $2850 for Contract ********
Business Response
Date: 10/04/2023
Guest is fully treated and not eligible for refund on Contract ********.
Guest is fully treated and not eligible for refund on Contract ********.
Guest has 1 treatment remaining and until March 22, **** to treat; Contract ******** is not eligible for refund.
Guest has 50 units remaining and until July 27, **** to treat; Contract ******** is not eligible for refund.
Guest is outside of 30-day cancellation/refund request for membership; Contract ******** is not eligible for refund.
We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy.
Contracts are attached for guests review.
Initial Complaint
Date:10/03/2023
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.

Complaint: 20689687

I am rejecting this response because:
Written response and attachment do not address my complaint that the business refuses to perform the first ******* listed in the contract titled "Seasonal Special". Response does not explain why or justify the customer ******* representatives denying me this ******* for reasons not stated in the contract. The attachment in my initial complaint of the email correspondence confirming the ******************* ******* details the types of services I can choose for this promotion and does not state that it must be chosen within 3 months of purchase. No where in the contract or email states this 3 month limitation, therefore that being the reason I am denied the ******* is baseless.
Sincerely,

***********************
t I could reach, there is no email for customer service.I believe they are not honoring the contractual agreement and using undisclosed information to support their decision. I would like for my contract to be fulfilled in full by the company or compensated for their refusal to do so.
Business Response
Date: 10/03/2023
We have attached the contract for the guest to review. The contract is a 16 month contract, and does not have a specific number of treatments listed. The pricing is derived from a 5 treatment plan with the ability to get addition treatments, within that 16 months, at no cost. We encourage the guest to review the contract and reach out to our customer service department if the guest has further questions. Thank you.
Business Response
Date: 10/09/2023
We apologize to the guest but we are unable to provide free gifts with the memberships any longer as well as if the free gift has expired. Please see previous responses regarding contract.Thank you.
Customer Answer
Date: 10/10/2023

Complaint: 20689687

I am rejecting this response because: the business' attachments do not state that the service requested has expired. Purchase was made in November 2022, duration of ability to select service is 12 months, and it is currently October 2023. Business continues refusing to acknowledge that their statements and actions directly contradict the signed contract. They are unwilling to compensate for their refusal perform services stated in the contract/email confirmation. The reasoning they use (no longer offering a free service when purchasing another) is irrelevant to this issue because my contract is still active, terms of new contracts not applicable to existing and unmodified contracts.

Sincerely,

***********************
Business Response
Date: 10/28/2023
The Lifetime Membership is valid/active for a duration of 12 months. The membership benefits/features are subject to change and vary from time to time as advised in the service agreement. The free treatment feature was discontinued in January. We no longer offer this feature. All other membership discounts still apply and are valid until expiration of membership
Customer Answer
Date: 10/30/2023

Complaint: 20689687

I am rejecting this response because:
Clearly this business is apathetic to the contractual agreements they make. They have made no effort to provide a respond that addresses my specific complaint. They state that because they no longer offer a promotion to new members that they then can discontinue such offers that are written in a contract with existing customers. Their business practice is unethical, they did not notify me that they were ending this service therefore I was unaware I would not be able to use the service I was promised as stated in my contract. I can see why they have such a poor rating with the BBB. I question the legalities of their operational practices, but I see no hope for resolution due to their history and indifference to customer satisfaction. You can continue to state the same response over and over, clearly that will not make this situation right.

Sincerely,

***********************
Business Response
Date: 11/03/2023
The free treatment is not a feature stated in the service agreement. Please contact customer service for further assistance
Customer Answer
Date: 11/04/2023

Complaint: 20689687

I am rejecting this response because:
I did contact customer service, I went through 3 different people before I came to the BBB. They all told me they could do nothing.

Sincerely,

***********************
Business Response
Date: 11/08/2023
This client has not been in touch with us since posting her complaint, we ask that she reach out to our customer service team to discuss resolution
Initial Complaint
Date:10/02/2023
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.

Complaint: 20684606

I am rejecting this response because:
The reason I cannot get the Botox shot is because I cannot electronically sign their annual forms on my phone or at work, either the file will not come up or if it does, it will not let me sign. I had that problem originally and they let me sign the papers in the office when I got my first shot.

I asked them why I could not sign the form on their PCs when I come in for the service, they said no. It is not my fault that they will not let me sign in the office like they did originally when they were trying to get my business. In addition, knowing my situation they should have informed me that going forward I would not be able to sign at the time of service; it would have to be electronically. If I had known that have gone elsewhere. These are the reason I think I should be reimbursed for the Botox.

Sincerely,

*****************************
nce it does not work on my phone or my work PC; she said thats their policy. I told her that I want to be reimbursed for my membership fee and the 25 units that are leftshe said they she would reimburse the membership fee since I have 30 days to cancel but not the botox units, that I have left and already paid for.Fee - $299.00 Dont know if they will actually reimburse me Botox I was told $287.00 ***************************** ************
Business Response
Date: 10/13/2023
The membership has already been refunded. There are no units left on her account to refund
Business Response
Date: 10/03/2023
This has already been resolved. The guest was refunded for the annual membership that auto renews until cancellation. The guest is not eligible for reimbursement of Botox units. Thank you.
Customer Answer
Date: 10/17/2023

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:10/02/2023
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.
Paid for an ipl and did not know that if I am on blood thinners that I couldnt get the procedure done I have numerous times and they refuse to refund me my money. If the consultation lady had told me this then I would have never signed up for the procedure..
Business Response
Date: 10/02/2023
The last communication we had with the guest was in regard to a swap of services. If the guest is no longer interested in doing a different service we recommend they give us a call to resolve. Thank you.
Initial Complaint
Date:09/29/2023
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.
Date posted to my credit card account: 08/03/2023. I disputed the charge for a lifetime guarantee membership through my credit card company because I called ideal image billing support last year to cancel said membership and stop recurring payments. Card issuer gave me a temporary credit while doing investigation only for the disputed charge only for the charge to be put back on my card because they (ideal image) claim to not have record of me canceling my membership upon speaking to them on todays date (9/29/23). During todays conversation, I requested a refund for the charged amount of $316.94 and was denied a refund for a service that was supposed to have been already cancelled. I do not use the membership, I never once have and I am requesting a refund for the full amount of the membership please.
Business Response
Date: 10/02/2023
This has been resolved. Thank you.
Initial Complaint
Date:09/29/2023
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.

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,

*********************
Business Response
Date: 10/02/2023
Someone will reach out to the guest as soon as possible to discuss the guests concerns. Thank you.
Initial Complaint
Date:09/28/2023
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.

Complaint: 20670263

I am rejecting this response because:
See attached cover letter outlining the time frame of when I was given a copy of the "agreement" - not September 16th, but on Sept. 21st when I called to cancel. I was also not told of the 72 hour cancellation period, or that the annual membership was a yearly fee. Want full cancellation of all business with Ideal Image. They are unscrupulous in their practices.

Sincerely,

**************************************
Business Response
Date: 09/29/2023
Acknowledgment for this agreement was provided digitally by the client. The client was provided a unique code by email which was used to access and acknowledge her document. A second code was sent but has not been accessed which provides confirmation and a copy of the acknowledged agreement.
Please see attached for confirmation of the where the email was sent .
The request for refund came in outside of the allowable( by law) time frame of 72 hours. Refund is no longer available, however an account credit can be offered.
Business Response
Date: 10/05/2023
Again, The client was sent an email with access to her copy of the acknowledged document the same days she signed it
Acknowledgment for this agreement was provided digitally by the client. The client was provided a unique code by email which was used to access and acknowledge her document. A second code was sent but has not been accessed which provides confirmation and a copy of the acknowledged agreement.
Please see attached for confirmation of the where the email was sent .
The request for refund came in outside of the allowable( by law) time frame of 72 hours. Refund is no longer available, however an account credit can be offered.
Customer Answer
Date: 10/06/2023

Complaint: 20670263

I am rejecting this response because: As stated before, Ideal Image did NOT provide a copy of the "agreement" on the initial day of the consultation, September 16th, 2023. I have already send in proof that the "agreement" was sent for the FIRST time on September 21st when I called to cancel the procedure.
I HEREBY DEMAND THAT IDEAL IMAGE PROVIDE THE BBB WITH A COPY OF THE ***** THAT WAS SENT TO MY ATTENTION ON SEPTEMBER 16, 2023 WITH THE ***** AND CONDITIONS.
I ALSO DEMAND CANCELLATION OF ALL RELATIONSHIP WITH IDEAL IMADE, I DO NOT WANT A CREDIT FOR ANY SERVICES.

Sincerely,

**************************************
Initial Complaint
Date:09/27/2023
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.

Complaint: 20664174

I am rejecting this response because:
As you stated you are a medical facility yet your sales consultants sell your services without actually seeing a person in person instead Zoom is used. In order to truly access a possible customer you need to actually see them face to face, get their medical history and possibly discuss the treatment with the possible customers doctor especially in people who have multiple health conditions. You state you want me to come in to establish medical clearance, yet if I do so Im venturing into utilizing benefits and services offered by your medical facility and therefore we are keeping your money as you came into the facility. You say I utilized benefits, no I have nit been to your facility as I met your consultant online and in Zoom and phone conversation. She told me that in-order to get the discount that I needed to have her set it up. I called in the first place because you have an ad for a sale on Coolsculpting in which you have to talk with a consultant which kicks off a zoom meeting to get a quick look over. Your practice and business model is terrible! Im not a candidate and would be happy to provide a statement from my physicians regarding multiple medical conditions that should have been a red flag. I want my money refunded as you did not earn it, and Im not a candidate for this procedure nor others that you offer.
Sincerely,

***********************to cancel. So I cancelled the membership of which she said would cancel future memberships, as this one was still active and they would not be canceling nor refunding the Coolsculpting. I told her I didnt want the membership nor the Coolsculpting nor any service they offer after learning more about the Coolsculpting process, I was told by their consultant I have 30 days, and lets proceed with getting the documents signed and your appointments scheduled. Its rush rush move along with signing and set up appts that there is no time to comb thru the agreement that in reading several times to clear their confusing verbiage up whether you do get a refund or you dont or however they want to make it impossible for you to cancel and get anything back or any services at all if you become a problem and try to go after them with a lawsuit or class action lawsuit. I genuinely just want my money back as I have not used their services, nor can I with multiple medical issues.
Business Response
Date: 09/28/2023
We are a medical facility, All services require medical clearance. We have yet to see you and establish medical candidacy. Please contact us to schedule a review.
Our Lifetime membership is refundable in the first 30 days of purchase or renewal providing no benefits are used. This client utilized benefits by apply the member discount to this purchase. No refund can be provided. State law allows a grace ****** of 72 hours on most purchases and we follow these guidelines. Request for refund was received outside of the allotted time
Business Response
Date: 10/04/2023
We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy.
We are a medical facility, All services require medical clearance. We have yet to see you and establish medical candidacy. Please contact us to schedule a review so that we are able to move forward with your complaint.
Our Lifetime membership is refundable in the first 30 days of purchase or renewal providing no benefits are used. This client utilized benefits by apply the member discount to this purchase. No refund can be provided.
State law allows a grace ****** of 72 hours on most purchases and we follow these guidelines. Request for refund was received outside of the allotted time.
Initial Complaint
Date:09/27/2023
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.

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,

*********************s company's services and just want my money back for a service I never received.
Business Response
Date: 09/28/2023
We are moving forward with providing a refund for this client
Initial Complaint
Date:09/27/2023
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.

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,

*****************************
Business Response
Date: 09/27/2023
This phone number is listed as an internet lead, meaning someone inquired online for more information and provided this phone number. We have removed the phone number from our system. The email address and name are not associated with our company

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Ideal Image is NOT a BBB Accredited Business.