Business Profile

Medical Spa

Ideal Image

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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

1,440 total complaints in the last 3 years.
211 complaints closed in the last 12 months.

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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:05/05/2025
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.
The results after five treatment cycles, my results reversed and added more FAT cells in my abdomen/flanks and I didn't change my eating habits nor quantity of food intake from ********* calories max a day, not fat calories of 350 at most a day.This is bad publicity for ideal image and I have wasted $7K on nothing. Your staff members are very rude and disrespectful. My optics reflects two months of healing after my five consecutive sessions. Which my March 6th 2025 treatment is the upper optics with the readiness and drawings. The bottom optic reflect two months later and my abs/flanks grew. I will say dark magic was practice to gain clients but my midsection was hit with weight.Warm Regards,Dr. ******* *** ****** ************ *******************
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:05/03/2025
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.
Ideal Image, has recently updated the terms of its Lifetime Guarantee membership. One of the most significant changes involves the discontinuation of the 90% discount on touch-up services that Lifetime Guarantee members have previously relied on.Members who purchased the Lifetime Guarantee were promised substantial discountsup to 90% offon future touch-up sessions following the completion of their initial treatment package. This benefit was a key selling point for many customers who sought long-term maintenance at an affordable rate.However, as of 5/1/2025, Ideal Image has revised its contract terms, and the 90% discount on touch-*** is no longer being honored for Lifetime Guarantee holders. Instead, customers are now being offered significantly lower discounts. This company had already changed the terms once prior on 2/15/2024 as well which it made it hard for previous customers to afford touch *** already and now have proceedingly changed the contract once more. Also with the most recent change I was not clearly informed of the change and only discovered the revised terms when attempting to book maintenance sessions. When calling the company to review contract and express concerns no one answers/ calls back. When I originally chose Ideal Image, the primary reason for my decision was the promise of the Lifetime Guarantee. The ability to receive future touch-*** at a 90% discount made the significant upfront investment feel worthwhile and sustainable for long-term maintenance. Without that benefit, the cost of continued treatments has become nearly impossible for me to affordand had this not been part of the original agreement, I would have never chosen to go with Ideal Image in the first place.This change feels like a complete departure from the terms I agreed to when I signed up. It's unfair to alter such a core benefit after the fact, especially when it was the main reason many of us signed on. Im asking for a refund or a meaningful resolution.
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: 05/07/2025

Complaint: 23282697

I am rejecting this response because: I am formally requesting a refund for the services I purchased, as I have encountered significant difficulty in getting in touch with anyone from your team.
Earlier, I received a missed phone call from your company and promptly returned the call within five minutes. Unfortunately, I was led to leave yet another voicemail. This lack of communication is increasingly frustrating, as I have made multiple attempts to resolve this issue and have yet to receive a clear response.
Due to the difficulty in reaching the Ideal Image team, I kindly ask that the services I paid for be refunded, as it has become clear that I am not able to proceed with the intended business as initially agreed upon.
I appreciate your attention to this matter and look forward to your prompt response.

Sincerely,

**** ********
Business Response
Date: 05/08/2025
We have made several attempts to contact you as well as voicemails to aid in connecting. We will contact you shortly, our calls come in from an 800 number
Customer Answer
Date: 05/09/2025

Complaint: 23282697

I am rejecting this response because:

Please review my call log. I have not been able to receive calls while Im at work, which is when you are calling. But I called back each time and left voicemails myself and been unable to get a hold of someone after they attempt to connect me with someone.
Please just refund my previous services. Neither the contract change was communicated appropriately, neither has a resolution for this matter as well.
The reason I had chosen Ideal Image was because the life time guarantee prices in my original contact, as Im aware hair removal is reduction and not complete irradiation of hair.
I dont even feel comfortable going to you for continued services because I dont feel valued as a customer as you have changed the contract twice in two years, removing the trust and guarantee from our original contract.
Sincerely,

**** ********
Business Response
Date: 05/15/2025
This client is fully treated and not eligible for a refund in any amount, we have made several attempts to speak with this client including her inbound calls. We are attempting to clarify the misinformation provided regarding her touch ups. Business hours are Mon-Sat 9am EST - 8PM EST. Please contact us at your conveinance
Customer Answer
Date: 05/18/2025

Complaint: 23282697

I am rejecting this response because:

hope this message finds you well. Im reaching out to express my concerns and request a refund for the serviced packages Ive already paid for. I understand that laser hair removal is not a complete removal of hair but rather a reduction, and that touch-*** are a necessary part of the treatment plan. I chose Ideal Image for the lifetime guarantee on touch-***, which I found to be a significant part of your offering.
However, I no longer feel valued or comfortable coming to a facility that has repeatedly changed both its prices and contract terms. These ongoing changes have created uncertainty and confusion about the services Im entitled to. Just yesterday, I called your customer service and was informed that touch-up prices are still under review. Ive attached a picture of the call log for reference.
Given that the prices for touch-***, which were guaranteed with the serviced packages I purchased, are no longer being honored, I would like to request a full refund for the packages that were paid for. Im no longer willing to continue services under these constantly shifting terms.
I look forward to your prompt resolution of this matter and appreciate your attention to it.

Sincerely,

**** ********
Initial Complaint
Date:05/01/2025
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 two laser packages in/around 2020 that have the lifetime guarantee. Finished the treatments and just went to go have touch up done today. When I went in, I was told ** pay $290 for the touch up. I was surprised there was any charge since Id never heard of one. It used to be $15 per area. I was advised that as of 5/1/2025 corporate had decided to sky rocket the price for touch *** and that lots of people are ***et/going to be ***et. I just purchased another package from them and WAS NEVER advised of a charge for touch ***. Four touch *** will equate to more than I pay for the entire package. I want my money back on my package and this company SHOULD undo the price hike, at least for existing clients, SHOULD BE REQUIRED to advise ALL CURRENT and new/potential customers of the inflated charges for touch *** so no one buys any laser package blind sided. I was never advised of the price UNTIL TODAY, yet employees were aware at the time I purchased the new package. I either want the prior fee for touch ***, or want my current new package cancelled. I will be posting on FB in local groups what Ideal Image corporate has decided to do and that people seriously consider using someone else so they can weigh whether or not they think purchasing any laser packages from Ideal Image is worth it. It also makes me question this companys ability to provide the results they advertise bc it doesnt seem to be the case, with me, and I shouldnt be punished for their product failure. I would NEVER have purchased a new package from this company had I known.
Business Response
Date: 05/02/2025
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: 05/06/2025

Complaint: 23274320

I am rejecting this response because:
I did contact your customer support and the response I received was that corporate said it was needed bc of demand but no further clarification as to what that even means was able to be provided bc corporate did not provide customer support with any additional information. They said they could allow me one free touch up.
what is in our contracts bc I have other women Ive connected with and one said that bc of the contract, she cant be charged a higher touch up rateshe lives in my area so I would like to see a copy of my contract and have it further explained if some people have contracts with fixed touch up rates while others did not and why, if this is truly the case.
the one free touch up does nothing for me in the long run. I have hair growing back bc 8 sessions with you did not get rid of it all permanently and I am a prior American laser center client and have had these areas serviced before which their treatment of 10 sessions and ********* ***** *** for $0 additional lasted me 16 years. I didnt need too many touch *** after ***************************************************** 2020. So Im very ***et and confused as to why youd discourage touch *** by severely increasing the touch up rate when thats one of the main points as to why peoples like myself, purchase laser hair packages from you.
the resolution is that I am charged the rate at which touch *** cost at the time of my contract started, which I was advised was the same until 5/1/2025.
Sincerely,

****** ********
Business Response
Date: 05/08/2025
The increase in touch up cost does not apply to all clients, it is based on the verbiage in your service agreement. We will have someone contact you to discuss further
Customer Answer
Date: 05/20/2025

Complaint: 23274320

I am rejecting this response because I havent received a copy or at least what is stated specifically in my agreement. I think its pretty important for a business to make clear by any representative selling such a product to make it known upfront of price increases since we are paying thousands of dollars already for treatment. I refuse to accept the price increases since and no contact or resolution to this major issue has been achieved.

Sincerely,

****** ********
Business Response
Date: 05/24/2025
Please see attached
Initial Complaint
Date:04/29/2025
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 spoke with Madysin regarding lip fillers. We discussed pricing and gave my information to do payments on the 649 dollar procedure. I paid 324 and set up payments for the rest, this was on the 13th. Today I decided I didnt want to go through with procedure so I called to cancel when I was told I had 3 days from the 13th to cancel but this information was never given to me when I spoke with Madysin.
Business Response
Date: 04/30/2025
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: 04/30/2025

Complaint: 23258868

I am rejecting this response because:

Sincerely,

Michellon *********
Customer Answer
Date: 05/02/2025
It does not state anywhere in the information I received that I could not cancel and receive a refund and after filling a complaint I dont feel comfortable going into any ideal image location and allowing them to perform medical procedures on me.
Business Response
Date: 05/02/2025
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: 05/04/2025

Complaint: 23258868

I am rejecting this response because:

Sincerely,

Michellon *********
Business Response
Date: 05/08/2025
Refund and cancellation terms are found in your service agreement, acknowleged at the time of purchase.

Page 17 section 11
11. TERMINATION. All treatments are non-refundable except in limited circumstances which are listed on
our website and may change at our discretion. Ideal Image may terminate the treatments if you misrepresent your identity,
age, medical history, cause a disruption in the clinic or are under the influence of drugs or alcohol. We or our health care
providers reserve the right to cancel your appointment without refund in these cases.
EXCEPT IN ACCORDANCE WITH THIS SECTION AND STATE LAW, ALL FEES AND TREATMENTS ARE
NONREFUNDABLE.
Customer Answer
Date: 05/12/2025

Complaint: 23258868

I am rejecting this response because:

There is no documentation that I have 3 days to cancel and this information was provided when I spoke with Madysin on the initial call. If I was given this information I would not have paid anything. I dont do business with companies like this, case in point this issue right here, its a scam.

Sincerely,

Michellon *********
Initial Complaint
Date:04/29/2025
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 paid $3500.00 for three Cool Sculpting Procedures, but learned after the first one, I didn't need the remaining two. They agreed I had credit due, but were evasive about the exact amount. The nurse I was seeing recommended the Clear and Brilliant facial so I bought it for $1500.00. Later they called and said I was not eligible for that procedure, because of the vitiligo condition which the nurse knew I had. A manager acknowledges they owe me about $2600.00, but were still evasive about the exact amount. They credited my credit card with $1436.00 on April 17, 2025. I don't know what that's for exactly. I've talked to three different people now, who promise to get me documentation of all my payments and a calculation of what is still due me. All three people promised to get the info I requested and call me back. No-one has returned my call.
Business Response
Date: 04/29/2025
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:04/28/2025
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.
On April 9th I had my first laser hair removal appointment of what should have been 8 total treatments on my legs at Ideal Image in *******. I had a very bad reaction. The nurse who did the treatment said they have seen one other reaction that was worse then mine and she ended up in the burn center. They had me on a lot of pills to try and handle the problem. I started ******** a few days prior. After the reaction started I was taking ******** twice a day, ********* twice a day and ******** every 4-6 hours. They then started me on five days of steroids. Also topical steroids.The swelling was so bad, walking was painful, i could not wear shoes. I had blistering. Sleeping was hard because the itch was so intense.Ideal image insists that I can continue treatment and that they have a safe pathway, meaning lots of antihistamines and oral steroids for EVERY TREATMENT! And they cant guarantee this wont happen again. The risk of my health and safety and scarring is not worth continuing. They want me to finish making payments, I am not even asking for a refund of what I have paid I am asking they stop the auto payments and drop the remaining balance. They told me no and that I can transfer the funds to other services. They have no other services I want and the way they have handled this, why would I want or trust them. At this point they have told me they will not correspond with me over email because I have requested in writing the safe pathway way they have for me to continue, assuring me it is safe and I will not have farther scarring or repeat reactions and they said nothing more in writing because I have written bad reviews
Business Response
Date: 04/29/2025
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:04/26/2025
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.
Ideal Image does not honor any services outside of their 150 day window. Their contract is confusing has multiple documents that go back-and-forth through portals to sign up. This has made it hard to track down the original contract. Regardless, my father died, and due to this, I was not able to getmy services in the time allotted. Since that time, the corporate office has responded that I should be able to get the final service, but has nothing given me nothing documented that I can use. Whereas their branch (and the branch has moved from the ******** location to ********************************************) has stated that no matter what under any circumstances, including Close family death they will not honor the final service without an extra $500 fee. I find this ridiculous and predatory. I just want my final service.
Business Response
Date: 04/28/2025
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: 04/30/2025

Better Business Bureau:

The business followed up with me in response to my request in reference to complaint ID ********, A satisfactory resolution was found.

Sincerely,

****** *******
Initial Complaint
Date:04/26/2025
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.
My appointment for ***** was on feb *******. I have had ***** many times from a company that moved, so I was looking for a place to get ***** and other services that ideal image in ******* va. offer. I walked in and was not properly greeted, I had a video 1 minute chat. This time ***** was on sale for $9 the provider looked like she was *******, she did not discuss with me about what she was doing, I mentioned I would like my smile lines up, she ignored me. The time she spent with me was about 12 minutes I felt that being 60 units for $522 was too much for the work she done, I personally don't think she used 60 units .At the end of appointment she rushed to another room and nobody at front desk. I will not go to this place again and I want half of my money back. The provider did not introduce herself so, I did not get her name. The date of service feb. 20, 2025. The receipt did not specify what she did or her name only amount. Thank you, ***** *******
Business Response
Date: 04/28/2025
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:04/26/2025
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 had an absolutely appalling experience with Ideal Image. During a phone consult for CoolSculpting, I was pressured into paying the same day to secure a limited-time promotion, with the sales *** even suggesting third-party financing to make the decision seem easier. I made it explicitly clear that I needed the treatments completed within a specific timeframe before an upcoming vacation. The ***resentative assured me they could accommodate this, which turned out to be completely false.Although I paid promptly, Ideal Images appointment availability was so limited that the procedures could not be completed in time to meet my stated purpose. No services were ever performed. I canceled shortly thereafter, but Ideal Image refused to issue a refund despite not providing a single service for no reason except that they could. They offered to use the money towards other services but I cannot trust this unethical company to do work on my body at all?On reviewing the agreement, I found no refund policy where it should have been disclosed, under Appointments, Refunds and Credits. Instead there was another clause under Termination where they say their treatments are non-refundable. I have never had a treatment with them. Lastly under the header Expiration they say coolsculpting refunds will only be provided with valid exceptions based on a seemingly non existent refund policy. Its for these reasons I believe the companys vague references to refund terms did not meet Ohios legal requirements for transparency. Their behavior clearly violates Ohios Consumer Sales Practices Act by making false and misleading statements to secure the sale.Ideal Image is ok withholding over 3000$ for services never performed. I strongly advise anyone considering doing business with this company to be extremely cautious. It seems as if Ideal Image engages in high-pressure sales tactics, provides false assurances to close deals, and avoids accountability once they have your money.
Business Response
Date: 04/28/2025
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 1-800-707-2807
Customer Answer
Date: 05/02/2025

Complaint: 23254024

I am rejecting this response because:
I will not be engaging in a phone conversation with Ideal Image, as each call has resulted in conflicting information and a lack of accountability which is why I reached out via email to the local manager providing an opportunity to clarify any potential misunderstanding. When those messages went unacknowledged, I followed up with customer service. It is telling that I have yet to receive a written response clearly outlining Ideal Image’s position.

My request is straightforward: I am seeking a refund for services that were never rendered, for which Ideal Image has incurred no damages. If a refund cannot be processed, I would like an explanation of what grounds it is being denied and then I request the following documentation:

A copy of the agreement I signed, specifically indicating the refund policy being referenced.
A copy of any medical history or intake documentation collected by Ideal Image in approving me for treatment.

The forms or documentation that must be completed by my physician to certify medical ineligibility.

A written explanation of the eligibility determination process, including the date of approval and the name, title, and qualifications of the individual who determined I was medically eligible for the procedure.

A copy of the virtual consult that Ideal Image keeps.

Sincerely,

Ashley Ramdhan
Business Response
Date: 05/03/2025
This individual is
refusing to speak to us except through her BBB complaint. Because of HIPAA limitations, we are unable
to address her concerns without speaking directly with her.
Customer Answer
Date: 05/15/2025

Complaint: 23254024

I am rejecting this response because answering whether you will refund my money for services not rendered will in no way be a violation of HIPAA, which you know.
It is only after receiving contradictory information from your representatives, I reached out via email seeking clarification. I asked if there was any misunderstanding and offered an opportunity for you to clarify. My three emails were ignored, prompting me to file a complaint with the BBB.

Is it your position that responding to me via email regarding a refund for services never rendered hraises HIPAA concerns? If so, please explain.
Otherwise, I’m still waiting for a clear answer: Am I getting a refund? If not, what is the specific basis for that decision?

I’ve reviewed the agreement you sent. It only proves that your refund policy was not clearly and conspicuously posted at the time of sale, as required by Ohio law.
There is absolutely no reason to deny my refund request as no services have been rendered, I have never stepped foot in your ‘spa’, I made clear my conditions upfront and you were not able to accommodate me. I will not allow someone who will debase themselves to work for such a schemy company to do any work on my body so credits are also not an option.

If a refund is still being denied, I formally request the following under HIPAA:

A full copy of my medical records.
Documentation of how I was deemed medically eligible.
The name and credentials of the person who made that decision, the recorded virtual consult and any other medical information about myself you have. I hope you remember the HIPAA you invoked to try to shield yourself protects my rights to access my own medical records in a manner I deem reasonable. The THREE emails I previous sent has the email address you can reply to. This is a reasonable and private format.

Sincerely,

Ashley Ramdhan
Customer Answer
Date: 05/26/2025
I got the message on Saturday realise morning.I I should get it th realessed forms sent back to you the day after should also add that

i also noting that I sent the emails requested this to both the local manager Angela as well as their customer support team with no response so I find it weird they are choosing to send it via bbb but whatever protect them is the food wah to bohat said. I will get it back to you by Tuesday night unless I can virtually sign it and do it by. Tomorrow. As part of the bbb
Business Response
Date: 05/30/2025
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
1-800-707-2807
Customer Answer
Date: 06/10/2025

Complaint: 23254024

I am rejecting this response because Ideal Image has been operating in bad faith citing HIPAA as to the reason why they refuse to communicate in writing and ignoring the HIPAA release form I sent.
I also take this response as confirmation that Ideal Image is once again denying my refund and also refusing to engage with me in a manner that allows for proper accountability.

As a reminder, I formally requested my medical records on May 2, and submitted the HIPAA release form on May 28. To date, I have not received any of the medical information I am legally entitled to access under HIPAA. I will continue to wait until the 28 days have passed after Ideal Image received my release before I file a complaint.

This denial follows five prior written requests for resolution, and comes despite my having raised repeated concerns that Ideal Image’s conduct — including delayed disclosure of material terms and post-payment presentation of refund restrictions — constitutes a violation of the Ohio Consumer Sales Practices Act. The agreement contains deceptive provisions and has not been honored in good faith.

Ideal Image has received $3,419.05 for services that were never rendered. I have made every effort to resolve this issue amicably. Your continued refusal to refund, despite knowing that no service was delivered, further strengthens a pattern of willful noncompliance.

I reserve all rights to pursue any and all legal remedies available to me under Ohio law, federal law, and the Federal Trade Commission Act.

Any future communications must be in writing.

Sincerely,

Ashley Ramdhan
Business Response
Date: 06/11/2025
We do not have a release of record on file for this client, please advise as to when this was completed and who it was provided to? To confirm, records are provided by in person pick up or mail. We have a long record of attempts to communicate with this client from a corporate standpoint that have not been returned . We have received 2 emails from this client , none of which requested strick written communication. The BBB is not a means to communicate back and fourth towards resolution but rather a platform to address grievances . We have made attemtps to adddress your concerns. We will attempt again to contact you to discuss your concerns and offer options for resolutions.
Business Response
Date: 06/11/2025
Attached is the proper release needed to provide this client with her treatment records. This release needs to be returned to the clinic for assistance with retreiving her records. We are can provide a copy by in person delivery or mail
Customer Answer
Date: 06/13/2025

Complaint: 23254024

I am rejecting this response because:

Ideal Image continues trying to delay and obstruct access to my medical records. I submitted a valid HIPAA release on May 28, 2025, and the 30-day clock will remain set to expire on June 27. While I am under no legal obligation to use your internal form, I will be submitting it to show compliance with even your most unnecessary procedural demands.

Please keep in mind the Virtual consultation recording which Angela, the Mayfield branch manager, confirmed was used to determine my medical eligibility;
The names and qualifications of the “medical professionals” who made that decision;
The intake forms, internal notes, and documentation related to that determination ALL make up my protected health information.

These records must be delivered via email, as I lawfully requested. Under 45 CFR § 164.524(c)(2)(ii) of the HIPAA Privacy Rule:
“If an individual requests an electronic copy of protected health information that is maintained electronically, the covered entity must provide access in the electronic form and format requested by the individual, if it is readily producible in such form and format.”

Ideal Image had no issue using electronic communications and systems to conduct a virtual consultation and execute a multi-thousand-dollar transaction. It is disingenuous to now claim that email is unsuitable for delivering my records — especially when I am the one explicitly requesting it.

I want to be clear that while I am no longer pursuing a refund through this platform, I fully reserve all rights to recover the funds/remedies through legal action. My request for access to my medical records is not a settlement effort or negotiation. It is a lawful demand under HIPAA, and failure to comply remains a separate legal violation.

Failure to comply will be reported to the U.S. Department of Health and Human Services, Office for Civil Rights (HHS-OCR) and added to the legal record.

All future communication must be in writing

Sincerely,

Ashley Ramdhan
Customer Answer
Date: 06/13/2025
See my previous response. It applies here.
Ashley R

Business Response
Date: 06/18/2025
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. We have made several responses to previous BBB complaints along with several phone calls and emails regarding this clients concerns. our refund policy is found for public view on our website. Please contact the Client Support Team at
1-800-707-2807
Initial Complaint
Date:04/25/2025
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 have a lifetime membership with Ideal Image. Recently when scheduling an appointment for a touch up, I was notified that the prices that were guaranteed on my lifetime membership contract have gone up 260%. I reviewed my contract and nowhere on the contract does it say that the prices are subject to change. I called the customer service line and spoke to a representative who was very rude and dismissive. She stated that "all customers" were sent an email with the price increases. I was never sent an email and Ideal Image should honor the prices listed on the contract.
Business Response
Date: 04/28/2025
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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