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.

If you've experienced an issue

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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:03/26/2025
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.
I went to Ideal Image to get laser hair removal on my chin and neck. I was told that the hair "had pigment and was treatable". I paid for the service in full and started treatments. The process was to continue treatments on a regular basis for around 1 year, in which I did. During that time I saw NO hair reduction. I complained to the business as I paid but was not getting the results. I was wasting my time as well as theirs. I continued to follow up on my dispute for months. Eventually, they told me my hair was not treatable as it had red in it. I wish I would have known that up front. I then was not offered a refund, but instead a 'store credit' for the amount I paid. I did not go there to need or want any other service. I feel I was scammed and they should have told me my hair was not treatable due to the red hair at the consultation. When it didn't work, I should have gotten a refund of my money not a credit towards products I didn't want to begin with. Very disappointed at the whole experience and looking for my money back. Now that i know more about laser hair removal, they never should have taken my money for hair that was not treatable.
Business Response
Date: 03/27/2025
We offer no Guarentee of results for any of our services. Account credit was provided towards a different service which was also used between the client and a family memeber. If you would like to discuss further, please give us a call at ************
Customer Answer
Date: 04/05/2025

Complaint: 23119668

I am rejecting this response because:

Ideal Images website does state a guarantee.

Ideal Image offers a Lifetime Guarantee on all of our laser hair removal services. One of our guest consultants will discuss all the details with you during your complimentary consultation.

Sincerely,

****** *****
Business Response
Date: 04/08/2025
Per your contract regardng Services:
You hereby make the following acknowledgments with respect to the services to be received by you under
this Agreement:
(i) You hereby voluntarily consent to the elective LHR services and understand that the LHR services will be
provided with a Candela Alexandrite Laser and/or a Candela GentleYAG laser. These lasers are
manufactured by a third party, *******************. You understand that the LHR services must be repeated
several times before satisfactory results are achieved, although there is no warranty or guaranty that all hair
will be permanently removed from the area. You understand that a different laser service provider may
provide your LHR services at each of your sessions.

The Lifetime Gaurentee is a membership that provides discounted touch **** the detail are below:
23. LIFETIME GUARANTEE PROGRAM.
Lifetime Guarantee Hair Removal Program
Lifetime Guarantee Program: In the event of new hair growth during your lifetime, the Lifetime Guarantee Program (***)
provides you with touch up treatments at a discounted rate for any service areas for which you have purchased a laser hair removal
package at Ideal Image. Customers must purchase another service or the LHR Eight (8) Package to be eligible for the ***
discounts. The *** does not apply to blonde, red, or gray hair. After the payment of the one-time initial fee, the *** entitles you
to retreatment on all past, present, and future laser hair removal package purchases with Ideal Image for the areas treated. THE
*** ENTITLES YOU TO 90% OFF THE THEN CURRENT SINGLE SESSION PRICE FOR THOSE APPLICABLE SERVICE
AREAS (*** Touch Up Fee). Discount cannot be applied to the cost of the laser hair removal packages for new service areas
that are treated. Non-purchased service areas are not covered by the ***. THE *** IS NON-TRANSFERABLE AND
NONREFUNDABLE. In the event the laser hair removal service agreement is canceled or is refunded for any reason, this ***
agreement is canceled for that service area. This *** agreement supersedes any prior lifetime membership, guarantee, and pay per
pulse programs and is valid only for your lifetime. ***** at participating Ideal Image locations only. THE *** PROGRAM
EXCLUDES ANY SERVICE THAT IS NOT MEDICALLY APPROPRIATE.
Initial Complaint
Date:03/24/2025
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.
Approximately a year ago I don't know the exact date because I cannot see it. I purchased a gift card for my daughter for her birthday. It was for $400 for Ideal Image. I was recently told that those gift cards expire and I could not understand why. I was not told this upon purchase. I will be honest if I was told that I'd probably would not have bought it considering I know my daughter's schedule I know how she's raising a family and she works three jobs that it would be hard for her to get in immediately. I was not told this. When I call to find out like why this was so I mean it was my harder than money that paid the $400 why would they tell me that it expired? That makes no sense. I understand if it was a gift card that I won in a contest but that is not the case. So $400 in my cash money that I paid for for a gift for my daughter is gone. I have tried several times more than several times to contact this organization to no avail. The last person I spoke to was a ***** she is out of the ************** Although I did buy the actual gift card at the tequila location. ***** promised me I'll call back in a couple days. That was a month ago probably over a month ago. I've never heard from her. I've called back twice so far and I can't seem to get in touch with her. Honestly at this point I would like my money back. If they cannot guarantee that this amount will be on the card when my daughter goes there to use it and they cannot verify it which is what she was supposed to be doing and calling me back. I want my money back. This is ridiculous. How do they have a gift card that you buy as a gift for somebody expire? Especially at that amount. I've been a long time customer with them long enough. I cannot believe I'm being treated this way. I have attached pictures of the back of the gift card and the front. Nowhere on that card do I see that anything expires. How dare they.
Business Response
Date: 03/25/2025
The conversation has was that the client would call us back once she spoke with her daughter to find out IF she still had the original Gift card or if we would need to do research to locate the gift card. The only call back we received was an interest to purchase service for herself. Please give us a call with your gift card information as previously advised and we can assist you or your daugher with purchase ************
Customer Answer
Date: 04/01/2025

Complaint: 23110420

I am rejecting this response because: that is not how the conversation went. I did not call back to ask for services for myself. That is a lie. I am flabbergasted that you would straight up lie like that. ***** you told me yes that it would take you a while to locate it but that you would call me back. That doesn't make any sense why would I be the one calling you back when you people were the one that told me that there was an expiration date on it. A $400 gift card that I paid for with my money should not expire. This is not something I won in a contest. You promised me a call back and now because you dropped the ball you're going to lie. You were the one that was supposed to look into this and get back to me. I have to give card by the way I have a picture of it and nowhere nowhere does it say that there's an expiration date and I was not told this. So Ideal Image does bait and switch it on top of that when they promised to call customer back now they lie? The only reason we were talking about Services is because the young lady said that my daughter could probably get more for her money because of the specials that were going on. I had also told her because I was conversing with her and trying to be kind and calm at that point and said that my daughter has never gotten ***** before and it would be need if I went with her. How dare you twist my words. I cannot believe it. And ***** I never spoke to you about Services either for myself. You were supposed to find the transaction and get back to me. You never did I would like my money back. I am having a very hard time uploading the pictures of the gift card I cannot convert them I'm having a hard time I have done everything I will be more than happy to give you that information so that I can receive my refund. This has been more trouble than it's worth. This was a gift for my daughter for her birthday she was going to go use it and was told that it expired I called because I was the one that purchased it. How very embarrassing to buy a birthday gift for somebody and then being told that they can't use it. I was very embarrassed and extremely mortified. Thank God with my daughter and not somebody else like a boss or something. The fact that you lied about the conversation makes me even more angry. As I said you dropped the ball so now you make it look like I was supposed to call you why would I call you I was asking you for help why did I have to call you back you were the one trying to find out information. Stop trying to make me look like a fool because I did nothing wrong. I would like my money back. Now it goes beyond the gift card now it goes to the fact that you straight up are lying and so did that young lady that talk to me on the phone I never inquired about Services about myself I never called back. I inquired about specials because I was told that my daughter could use to give card for much more possibly because of the specials how dare you people. As I said I will give you the gift card information but I am having trouble loading the pictures they are too big. Please advise Better Business Bureau how I can do this. Ideal Image your business practices leave a lot to be desired. I really cannot believe that you put this on me I just don't understand how you feel that I'm responsible to come up with an answer it's not my job it's your job you sold me the gift card. Then went around and told me that it was expired a $400 gift card that I work my **** off for no I want my money back now

Sincerely,

**** ******
Customer Answer
Date: 04/17/2025

Complaint: 23110420

I am rejecting this response because: Please see the gift card attachments.

Sincerely,

**** ******
Business Response
Date: 04/17/2025
We are resolving this client
Initial Complaint
Date:03/22/2025
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 did a virtual consultation with Ideal Image in August 2024. Bought a package was set up for payment plans. When I went for the actual appointment, the information was not the same. I felt like Ive been lied to you to get me to buy the package. I talked to the manager. She apologized told her I would not be back. I was refunded my $1500 never heard anything from them again march of this year when the billing **** for them took ***** out of my account. I tried to contact Ideal Image . She said I got services there which I did not ! I tried to get her to provide me with services that she says I got there. ..She refused ! I talked to the billing department they said the manager never canceled my package like she said she would. So basically I was charged $1275 for services I never received. Never received one letter from anybody or a phone call in the seven months of the first time I went there saying I owed anything. On the bill it says Im being charged for services that I received on 08/03/2024 again never received one service from them.
Business Response
Date: 03/24/2025
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: 03/26/2025

Complaint: 23102269

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:03/22/2025
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 February 25th, I contracted the service of laser hair removal from Ideal Image and initiated a loan with PatientFi to pay the amount of ******* for the service. However, as of today March 22, I still havent had my first appointment for the treatment and I have no rescheduled date since they just informed me it wont be until after April 20th due to some supposed issue with the building which will be closed. I had my first appointment scheduled for today and they cancelled it a few hours before with no clear rescheduled date which looked sketchy. After researching them online, I found multiple complaints from other people who paid for a service but because of several reasons never could get their treatment. I would like a refund since I dont want this to prolong for months as I wait for an appointment to get my first treatment that never comes while paying the loan for something I am not getting nor know if I will. I called them and they said the best they can do is keep rescheduling my appointment which is no solution since I have to pay my loan starting this month while I wait to see if they ever follow through with my appointment as agreed or not.
Business Response
Date: 03/24/2025
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:03/21/2025
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 didnt reschedule me like they were supposed to so I followed up multiple times and still they never did. They wasted time and now the are acting like I cant be refunded for the treatments I didnt receive for laser hair removal . I want my money back! They did so much s******* around . Management was supposed to be keeping track of this but they keep changing management. I have thousands of dollars in this and I want it all back! I have called back and forth and I just keep getting the run around. I have tried providing contact information and the contact information isnt even valid.
Business Response
Date: 03/24/2025
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:03/19/2025
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 am writing to formally request a refund of $299 that was charged to my account due to an error. I previously canceled my membership on February 20th, 2025, well within the 30-day cancellation period, after I noticed an unauthorized charge of $299 on February 9th, 2025. A customer service representative assured me at the time that all charges associated with both existing accounts under my name were canceled and that I would receive a refund. Despite this assurance, I have not received any notification from my bank or via email confirming the refund.Additionally, I have not used any services or received treatments from Ideal Image for over two years. To my disappointment, I was charged the amount $299 on March 18th, 2025, despite my prior request and confirmation of cancellation. I have yet to receive a formal confirmation of the cancellation as promised.I kindly request the following actions:An immediate refund of the $299 charges on February 9th and March 18th, 2025.A written confirmation of the cancellation of my membership and assurance that no further charges will occur.This is not a small amount that is charged, I would greatly appreciate any and all assistance.
Business Response
Date: 03/20/2025
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:03/18/2025
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.
March 04. I went to Ideal image at ********************************************************* number ************ Spoke with ****** regarding getting a treatment called ultrathepy for under ******* after getting approved for loan. She failed to tell me I have 3 days to *********** they never sent me contact to justify me to see the contact that will show me I have 3 days to cancel. I went to another spa place that offered me the treatment I needed called software. Which ideal image didn't offer. I went on March 08. Asking ****** I want to cancel contact and she said I couldn't I said why she said because I made appointment. Now **** team leader told me I had three days to cancel. I said why ****** never mentioned that to me. She said she sent you the contact. I said no she didn't prove it. What she sent was appointment reminder for March 28. Stated if I want to change appointment if I failed to do so then I would be charged a $50 fee. Please help they are trying to keep getting people stuck into loans to make their sales.
Business Response
Date: 03/18/2025
We would like to discuss your concerns with you, please give us a call at **************
Initial Complaint
Date:03/15/2025
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 contacted Ideal Image for information regarding a consultation around 2/26/2025 and have been receiving spam/robocalls ever since. It appears they shared or sold my phone number without my consent, leading to harassing phone calls from scammers. These calls come in multiple times a day from different numbers, causing significant disruption and frustration in my daily life.
Business Response
Date: 03/18/2025
Ideal Image does not sell personl information as we are binded by HIPAA privacy laws. You consent to contract via email, text and phone upon reaching out to us online or in person for consultation of our services. We have made several attempts to contact you regarding you interest in services. Plesae send an email with your information and a request to be removed to ********************************** and we will remove all information requires.
No compensation will be provdied as we have not shared or sold any person information pertaining to this individual. We will also not attempt to make further contact as we have in the past based on her interest in service along with negative reviews left by this indidvidual
Customer Answer
Date: 03/22/2025

Complaint: 23069343

I am rejecting this response because: this is a dishonest answer. No one else was given my phone number as I am hesitant to do so. It is essential as a business to be ethical and honest.

Sincerely,

****** *******
Business Response
Date: 03/24/2025
Ideal Image does not sell personl information as we are binded by HIPAA privacy laws. You consent to contract via email, text and phone upon reaching out to us online or in person for consultation of our services. We have made several attempts to contact you regarding you interest in services. Plesae send an email with your information and a request to be removed to ************************************************************ and we will remove all information requires.
No compensation will be provdied as we have not shared or sold any person information pertaining to this individual. We will also not attempt to make further contact as we have in the past based on her interest in service along with negative reviews left by this indidvidual
Initial Complaint
Date:03/11/2025
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.
Entered card information after reading that my card would not be charged until the appointment. My card was charged immediately. I'm using financing. Refund ***** points and money for cancelled appointment..
Business Response
Date: 03/12/2025
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: 03/13/2025

Complaint: 23050386

I am rejecting this response because: payment has now been processed and no refund is seen. I was told by Alley that within 48 hours of cancellation that Alley coupon will be back in my account. I was told by Ideal Image that is not their terms and conditions. Alley states this is their terms and conditions. The $350 refund has not been processed and the pending charge has now cleared my account.

Sincerely,

******* ******
Business Response
Date: 03/18/2025
We cannot speak regarding Alle's policies on refund but know that we are able to void transactions made the same day but not beyond that time frame. We would like to discuss your concerns and are available to speak with you by calling **************
Initial Complaint
Date:03/07/2025
Type:Billing 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 September 26, 2024 I went into Ideal Image for Lip fillers that were suppose to last 18 .tha to 2 yrs. 4 mrhs later my lip had changed and plumpness had disappeared. I was not given medical instructions of how to care for them. I have uploaded the complaint and payment invoice that was charged to my Fortiva credit.
Business Response
Date: 03/10/2025
Treatment has bee provided and the service agreement states there are no guarantee on results of any service offered. Refund is no longer an option. We would like to discuss the option we have available for you. Please give us a call at **************

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Ideal Image is NOT a BBB Accredited Business.