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Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

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

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Ideal Image has 153 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased laser hair removal but due to medical rest was unable to have them done . I provided a letter from my physician and they refused to refund my money

      Business Response

      Date: 04/16/2025

      We have requested that this client come into the clinic to speak with a medical professional for further action on her request

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 made an appointment with Ideal Image on March 22, they were unable to get me an appointment until April 15th, when upon my appointment the nurse ******, walked into the room after asking my name immediately said, your appointment was at 9 so I cant perform the work I was scheduled for . I showed her the text messages that I was actually on time according to the text, she said well I cant do the filler but Ill do the ***** , I agreed and then she asked me where are you getting ***** , at this point I am extremely uncomfortable with this nurse that had a very bad attitude the minute she walked in and now she is asking where Im getting the word done? Its required to have a consultation prior to the appointment and this was discussed then now the nurse is asking me what she should be doing?? I immediately told the nurse I did not want this procedure done as I felt very uncomfortable with a very rude person who didnt know what was going on to perform a medical treatment on me. I asked to speak with a manager and was not able to, I asked for a refund and paperwork showing that the procedure was not done and they refused. I had to call the local police department just so that it is documented that I had no work done because at this point after reviewing the other BBB complaints I am extremely skeptical and nervous to do any business with this company. I called customer service 800# and I was told that I could not get a refund even though their policy states I have 60 days and even though I am uncomfortable having a medical procedure done by this office and their staff. Since I called the police I am not allowed back on the property, so I think I should receive a full refund. I do not wish to do business with Ideal Image at it appears they make it a practice to get you into a contract and lock you in regardless of the work not performed or even cancellations.

      Business Response

      Date: 04/15/2025

      It is our understanding that this matter has been resolved

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 booked a cool sculpting appointment on 03/07/2025 and told the woman that Ill be going on reality TV and need my appointment within a specific time frame. They made my appointment 04/11 and called me a week before to tell me the nurse has up and left so they wont be able to see me until June or until they can train someone to do it. I wont even be in the country in June. I dont trust this facility to do an efficient job with my work.

      Business Response

      Date: 04/15/2025

      We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

      Customer Answer

      Date: 04/22/2025

       
      Complaint: 23203259

      I am rejecting this response because: I have not received my signed contract stating it is non refundable. Ive only received voicemails regarding re-scheduling an appointment which Ive already expressed I am no longer interested in working with this facility. 

      Sincerely,

      Chudier Tut

      Business Response

      Date: 04/28/2025

      Please see attached

      Business Response

      Date: 05/02/2025

      It is our understanding that this matter has been resolved

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      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 did a "free consultation" weeks ago for *****. They booked an appointment and requested 378 for the appointment. I thought it was weird that I didn't pay at the time of the services but felt pressured and that is the way they do it. I canceled the appointment weeks in advance because I couldn't afford to loose almost 400. I emailed them and they called me saying i will not get my money back unless I use the funds for a different service. I will not be doing any service with them and they refuse to refund me back.

      Business Response

      Date: 04/15/2025

      We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was sold a financing plan over the phone. Never even went to the business and they put a charge thru and wont refund me. I saw the terrible reviews and BBB reviews and no longer felt safe going there. They are saying buyers remorse but I never even went to their establishment. When I called and cancelled I asked for a refund and the lady said ok. Then they had the lady that scheduled me call me to persuade me to come in and I said no, Id like a refund. She said did you ask the first time because I dont see that she did anything. I said yes. She said ok I will make sure to put it thru for you. Well they never did and my first payment came out today!! The manager emailed me to say no refund is available and I can have a credit there. This is terrible service. I want a refund to my patient fi.

      Business Response

      Date: 04/15/2025

      We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

    • Initial Complaint

      Date:04/10/2025

      Type:Product Issues
      Status:
      Answered
      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 five treatments for *** back in 2023. I did receive three of my treatments and after that the other two I never received.The reason they had told me that I couldn't get to the other two it was because there wasn't enough nurses to do the treatment and alsothere a part for the equipment they were waiting for so I could always call and they would tell me that they're still waiting for equipment a nurse to come in from a different state. So I finally was able to get in February 2025 and five minutes into the treatment. The equipment failed and I had to wait forthat to get fixed and the manager said she would put me on a cancellation list but I never received a call back. I did call again in March and they still said they were waiting for the part. So at this point, I feel like I should get a refund or get my last two treatments done.

      Business Response

      Date: 04/10/2025

      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:04/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      1 star I was interested in cool sculpting and even took a loan out thru Ideal Image so I could get it done. I had no idea that you couldnt cancel that loan unless it was in 3 days from when I did the consultation etc, my appointment was well over a month away, I called about a week later because some financial situations came up to where I could not continue the loan or pay the monthly amount, (the first payment was due in a month) and my appointment was a while a way. They said theres nothing they can do and I still have to pay even though I am no longer going to receive the treatment due to financial issues. I lost my job and my medical condition is bad. Im dealing with life altering medical condition and can not afford payments. Called and explained to the Ideal financial customer service and instead she started to say there is nothing she can do. What? Im so sick and no job! I can not make payments. They have taken 2 payments already. I have not taken their services. This is gross and fraud.

      Business Response

      Date: 04/08/2025

      We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 to Ideal Image for facial hair removal on my chin and paid $1299 for 8 session. I reported on almost every session that there was still alot of hair. On the second to last session, I reported that the hair on the chin seemed to have doubled. On the last session, I was told that I could pay for touch up if needed. I had already asked for my contract several times from the company and received a generic contract and not the one that I specifically signed. Ideal Image reports life time guarantee on their website. I paid for a service that did not work and I will not continue to pay for services if the initial treatment has not worked. The website states a lifetime guarantee and that is the reason I purchased the services. This is a very small area, if it did not work in this small area, this clearly is a scam.

      Business Response

      Date: 04/08/2025

      We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

      Customer Answer

      Date: 04/09/2025

       
      Complaint: 23171004

      I am rejecting this response because: Yesterday someone from ideal image contacted me. I told them to send me the contract I signed and after I reviewed it I would call back. Again, they sent me a contract that does not have my actual signature on it. However, after reviewing this genetic contract and briefly speaking with someone on the phone. I do not want to waste my time going in for another appointment to see if "there are other reasons why the services aren't working". They could have done this on any of the appointments where I had complained that the services weren't working. On my 5th or 6th session, the nurse took a picture of what was only a weeks worth of hair from not shaving daily and it was more than I came in with originally. No solution was offered at that time and was just told to completed services. Several times I asked for the contract they could have offered a solution. Last month when I emailed the manager at the ************** the same information I sent in to BBB but they did not email me back or offer a solution.  


      I don't want any more services from them especially on my face after my several complaints. The contract states there's no guarantees but on their website they state a lifetime warranty.  I want a refund for the false advertisement and scam of a product. 


      Attached is the genetic contract that has been sent to me 3 times without my signature. 



      Sincerely,

      ******* ********

      Business Response

      Date: 04/10/2025

      Our Contracts require acknowledgement, not signatures. Acknowledgment time stamp and email address is at the top of the contract.

       

      The Lifetime Memebership is a touch up plan that allows discounted services for continued treatment. This information is on our website and in the generic contract you shared

      Customer Answer

      Date: 04/11/2025

       
      Complaint: 23171004

      I am rejecting this response because:  The original treatment did not work, not even a little change. How will the touch *** differ form the services already provided? I paid a significant amount of money for a service that did not work.

      Sincerely,

      ******* ********

    • Initial Complaint

      Date:04/07/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged for services I did not receive. They would not offer me any type of refund. It is run like a scam when it is a serious issue to have people do medical things to your body and face. They rush you to agree and dont offer or tell you, you have no way out. Only a business who was not confident in their product would operate that way.

      Business Response

      Date: 04/08/2025

      We would like to discuss your concerns and work towards a resolution for this matter.  We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Laser has been lifechanging (in a good way) but this experience has been a true disappointment. I started laser treatments a few months before Covid (full legs, brazilian, underarm, and lip) for $8,000!!! Yes that was my responsibility for allowing myself to be persuaded even though it's not my full body and it's quite hefty- but the problem ensued after. I signed because I was told it would come with a lifetime guarantee (with "minimal fees" each time). Nominal, I thought. What happened is, after I'd say 4 or 5 treatments, Covid happened and they closed for a bit - and then they were booked and had no appointments (probably from people having to be rescheduled due to the closures) and my time was running out because they give you a period of time to get all your appointments in before you have to start using the "nominal fees" lifetime package which is how they get you. A few months ago, I noticed my hair has come back full force, so I told them that I never finished my treatments and they said they can no longer honor that but that I still have my lifetime guarantee. So for $250 or so each time, I've sucked it up and paid it. Today, I get an email that now, it would cost me upwards of $500 each time because they had to raise fees on our lifetime guarantee to "maintain proper employee training" and I am livid because for $500 I can literally go get treatments anywhere else - including multiple sessions. I feel cheated for not being given another few sessions that Covid interrupted as part of the original contract. I'll be going to a different studio now that I have to pay $500 for "lifetime guarantees." I did want to share my experience in case this helps anyone else. I'm just disappointed because it's an issue that's affecting me 5 years later.

      Business Response

      Date: 04/01/2025

      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 **************

    Ideal Image is NOT a BBB Accredited Business.

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