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

1,328 total complaints in the last 3 years.
210 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:01/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought $4004.60 worth of treatments in February of 2022. I have attempted to schedule treatment since that day and have been repeatedly rescheduled, told there are not enough providers to complete my services or the correct type of providers, and had appointments cancelled on me very last minute on multiple occasions at the *********** ** location. Trying to reschedule is a nightmare, no one at the location in *********** ** answers the phone. When I ask to speak to a manager I am typically hung up on or they place me on hold and eventually end the call. When calling the ***** number, they arent even able to reach anyone at the *********** location for confirmation. I get scheduled and a week to 3-4 days before my appointment I am told they need to reschedule either by call or by email/text and they schedule me 2-4 months later. I have never had issues with this before or in the past for treatments. I bought specific treatments to have done in a certain time frame and that has been far surpassed.
Business Response
Date: 01/10/2023
We apologize for any delay in scheduling. We do recommend the guest using the app to schedule appointments. We are happy to offer an extension to the contract for the guests wait time with scheduling. Thank you.
Initial Complaint
Date:01/09/2023
Type:Product 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. I would like to recreate my contract for the services I paid for in full

Sincerely,

***************************
Business Response
Date: 01/09/2023
We are happy to recreate the contract for the guest so that they are able to use the services purchased - of, if the guest is wanting to move the funding to another service we are happy to offer that as well. However, we are unable to offer a refund at this time as the contracts are non-refundable.
Initial Complaint
Date:01/09/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 18698331

I am rejecting this response because: I will not put myself through more treatment that has caused harm to my body. It is not about the results its about how the treatment pulled my skin out and harmed it.

Sincerely,

*************************
Business Response
Date: 01/09/2023
We recommend that the guest goes into the clinic for a follow up appointment. Cool Scuplting results can take up to 6 months post service. The guest has not completed the treatment plan in entirety. The Ideal Image contracts do state the following:
You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.
You understand that the provision of cosmetic services is not an exact science and even reputable providers cannot guarantee any results. You understand that the goal of the service is improvement and not perfection. By signing this Consent you grant ********* for this service to be performed by a provider at Ideal Image. You have read this Agreement (including the Fee Schedule, Terms and Conditions, and this Informed Consent) in full, you understand, acknowledge, and agree to all of the provisions in this Agreement, and you have been given the opportunity to ask questions regarding the services.
A copy of the contract has been uploaded for review. Thank you
Business Response
Date: 01/11/2023
A follow-up appointment is not an appointment for treatment. We recommend that the guest schedules this appointment so that we can document what the guest is explaining. This is something that is handled at the clinic. The guest does not have to continue with Cool Sculpting treatments. The guest is welcome to move the funding to another service however, we recommend the first step being a follow-up appointment to speak with a medical provider at the location. Thank you.
Initial Complaint
Date:01/06/2023
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.

Complaint: 18693162

I am rejecting this response because:
I have not had any contact from the business. If they called, they did not leave a message or text for me to respond back. I have not received any emails either. I have a limited time with this complaint to get resolved, and I request email correspondence or a contact of who to call.

Sincerely,

*******************************
ey still said there was nothing they would do for me. This is false advertising, and horrible customer service. Their phone lines continuously hang up after being on hold for over 20 minutes, so scheduling this free gift is something almost impossible to do. It is not fair I was told one year, and it is not fair that I tried to schedule an appointment when I went in, and due to their computer system was not able to. The emails sent does not day expiration dates, but vague words such as " will expire soon", and at the bottom of the email has these words that further lead me to believe I have one year to use my credits: "Your initial $250 credit towards future purchases is redeemable with the purchase of $1,000 or more and expires 12 months from the date of this email." - This email was sent 12/2/22.I feel this company is taking advantage of people with false advertising and their IT problems become yours when you can't schedule things and they then in return do not honor their membership deals.
Business Response
Date: 01/06/2023
We will reach out to the guest to resolve. Thank you.
Business Response
Date: 01/20/2023
This guest is resolved. Thank you.
Customer Answer
Date: 01/21/2023

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:01/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I set up an appointment for lip fillers at Ideal image on 12/14/22 for 01/04/23.On 12/23/22 I canceled the appointment and the loan case for the fillers. I was told a case was opened and they would call me back. I then proceeded to call AGAIN 2 days before the appointment to confirm they said the case was open and Ill get a call. On the day of the appointment, I got a call. Past the appointment time. During this call the lady on the other end informed me that I would not be able to receive my money back. $763.00. Theirs to keep with no procedure done to me if i canceled, or I could spend ************************************ simply just get the fillers. I decided on getting the fillers. Now Im here, sitting in the medical chair waiting to speak with the nurse practitioner who deemed me unable to get the numbing crme due to some issues with dizziness a year ago.. I decided I would just let my nurse know that I havent dealt with any dizziness in a year now and I would be fine with the lidocaine in it. She went to grab the nurse practitioner. Then came back saying well you actually cant get cleared for either the numbing crme or fillers due to being dizzyI told her I have never diagnosed with blood pressure problems. She shrugged. I told her I could not reschedule due to work and already taking off many days this month. They basically told me they would just be taking my money with no services done to me and thats just that.
Business Response
Date: 01/05/2023
The guest was cleared for fillers and use of numbing cream but due to medical history. This guest is not eligible for a refund at this time. The guest is currently scheduled and has confirmed an appointment for today at 6:00pm. 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. A copy of the contract has been uploaded for review. Thank you.
Initial Complaint
Date:01/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 18688980

I am rejecting this response because:
Over and over again in the advertisement of this product, the business claims to provide results. In fact, in the website it claims that with each treatment you can see decrease by about 20%
Yesterday, when talking to customer service I was told that 20% wouldnt be possible without multiple treatments. Again, this company shows their advertised claims are false. Their only offer is to redo my original treatment but with an additional fee of $900.
During consultation and pre-treatment the claims of results up to 20% were regurgitated to me only to sneak the fact that results arent guaranteed in the contract. However, I experienced zero results.
They also add in their contracts that you cant say anything negative on social media. I believe this further benefits their false advertisement as you can only find their false claims online.
Again, I ask for a refund or a redo of my original treatment.

Sincerely,

*************************
do more treatments. when I pushed back and mentioned that I would not want to pay for more when I saw zero results after the first treatment, they said I'd have to call corporate. After speaking with corporate they said they couldn't offer a refund, but could offer 2 free session and 2 more for half off. I rejected this arrangement because I believe I'm at least owed 4 sessions as that is what I paid for and what did not render any results. I believe this company has falsely advertised and am asking for a fair resolution.
Business Response
Date: 01/05/2023
The guest's two signed contracts have been uploaded for review. Cool Sculpting results can be seen anywhere from 1-3 months but peak results are seen at 90 days, but can take up to 6 months. The contract states that we do not guarantee results. 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.
You understand that the CoolSculpting Services results vary individually and that the effects of the service may take up to six months post service. There is no warranty or guarantee that you will see the desired cosmetic outcome and additional service may be recommended. You understand that the CoolSculpting treatment uses a thermoelectric cooling device to apply controlled cooling to the service site to cause lipolysis of the subcutaneous fat in the thigh, flank, upper flank, chin, male chest, or abdomen. You understand that this is not a service for obesity and is not intended as a weight-reduction program. You understand that CoolSculpting is a non-invasive service and is not intended to produce the same results as an invasive surgical procedure. You understand that a different provider may provide services at each session.
You understand that the provision of cosmetic services is not an exact science and even reputable providers cannot guarantee any results. You understand that the goal of the service is improvement and not perfection. By signing this Consent you grant ********* for this service to be performed by a provider at Ideal Image. You have read this Agreement (including the Fee Schedule, Terms and Conditions, and this Informed Consent) in full, you understand, acknowledge, and agree to all of the provisions in this Agreement, and you have been given the opportunity to ask questions regarding the services.
Customer Answer
Date: 01/10/2023

Complaint: 18688980

I am rejecting this response because I believe they have used a bait and switch technique of advertising. As shared previously, they constantly make claims online and in person about the success and the implied results, however sneak in language at the last minute in contracts. They also put language in their contracts to not allow negative social media posts, which also hinders clients from being able to fully research their work.
Please see these direct quotes from there online advertising **************************************************** (note these have no asterisk or addendums, just these statements):
-CoolSculpting will deliver results you can see and feel within 1-3 months
-Within three weeks to three months, youll start to see changes.
-With each session you are able to decrease the number of treated fat cells by about 20%

Ideal image has not offered to redo my full treatment, only to cover a portion. I still ask for the same thing that I have always ask for, the work to be redone to accomplish what they clearly offer, or a full refund.

Sincerely,

*************************
Business Response
Date: 01/09/2023
We understand that the guest is requesting refund but that is not an option. The contract states that we do not guarantee results. We are happy to still offer the guest the additional treatments at the price offered but there will be no further resolution. Thank you.
Initial Complaint
Date:01/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 18688309

I am rejecting this response because:
The ****** location has had a history with staffing issues so working with the same person on progress is impossible. Also, after only 2/9 treatments, staff actually refused to treat this area since the laser will NOT pick up fine thin blonde hair (which should have been disclosed during the consultation). However. I was informed that it will actually cause more damage to my skin, so the Dr decided not to treat the area during that visit dur to potential risk of damaging my skin/follicles. A case was opened incorrectly, not my fault. During another visit, the Dr and I were discussing how it should not have been sold and offered to take a photos to attach to my case. I NEVER heard from anyone regarding this issue When I call in to file another complaint regarding Ideal cancelling my appointments and status of refund, I get a call from a rep stating he would be happy to send my signed contract!! I dont need that because the contract was never fulfilled!!!! I can understand getting through treatment and it not working, HOWEVER, I did not go through the treatment, YOUR STAFFF REFUSED TO TREAT DURING MY VISIT WHEN HAVING MY BIKINI AREA DONE! My Bikini treatments aren't even finished at this point!!! My last appointment was cancelled due to more staffing issues, and no one rescheduled or reached out, and frankly, I am waiting on resolution before I let anyone from this facility touch my body again. So many weeks lapsed due to staffing issues, my laser frequencies' have had to be restarted. How am I even getting the correct treatment on my bikini if the frequency IN partnership with the normal 6 week intervals suppose to work when the appts are so wonky? I am not asking for a 2,00.00 refund for the bikini. I am asking for a refund of the Upper Lip which was not performed. It did not get through the treatment process. It was not done. I did not get it. This case was opened up during my first few visits ever. It is not my job as the consumer to ensure you are entering your cases properly. I am honestly beside myself, it is discussing the way you treat people, to claim to want to better lives, and people to feel good about themselves? If someone from corporate contacted me back, I could have easily explained the time-line, my appt issue and researched when and why the case was started, this may have been avoided.
Thanks,

*****************************
e by and I am back in office, restarting laser. During this visit, with yet another NEW doctor, she agreed that the area could/would suffer more damage if we treated it and was kind enough to take a photo on an iPad to add to my case. Months have gone by Without resolution, I've asked for call backs, I've reached out on social media, only to receive empty promises. I finally get a return call from a retention agent (not sure title) who explained he would be happy to send a copy of the contract, but they wont be refunding my money, and also the initial case was not opened correctly, NOT MY FAULT. I had a consult for services, knowing it may not work AFTER treatment was done. My problem is, the area I want refunded was NEVER treated! To sell someone a service that clearly would not work, staffing recommend NOT treating due to damaging skin, not receiving treatment, I should be entitled to that portion of my payment. I book an appt, THEY CANCEL EVERY TIME!
Business Response
Date: 01/05/2023
The guest purchased two non-refundable contracts for 16 month unlimited treatments with 5 paid treatments with 4 additional touch up treatments at no cost to the guest if all completed within the 16 month time frame. Both contracts have been uploaded and signed by the guest. The guest has been treated on both contracts and is not eligible for refund. We have already spoken to this guest in regard to her request. We have offered other terms of resolution to which the guest declined. 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.
Business Response
Date: 01/06/2023
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.
Initial Complaint
Date:01/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 18681039

I am rejecting this response because: All they took off was $600 from one of the loans. Which did not help much, I just want to cancel the contract.

Sincerely,

********************
Business Response
Date: 01/04/2023
This guest was resolved by refund
Customer Answer
Date: 01/09/2023

Complaint: 18681039

I am rejecting this response because:

Sincerely,

********************
Business Response
Date: 01/06/2023
The resolve was done via a Financing Dispute and there will be no further resolution at this time. Thank you.
Initial Complaint
Date:01/04/2023
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: 18677226

I am rejecting this response because: although I did receive the $900 from the service for my lower arms, I would still like a refund for the $250 membership fee. The benefits it offered me are pointless and unusable.

Sincerely,

*****************************nd me the money because too much time had pass, even though they did not deliver on their end. With all this back and forth, and not getting what I was asking for, I just asked if I could get a full refund. The sales representative was one of the supervisors at this point, said they do not typically do full refunds but for this, she will make an exception. This happened on 9/22/22, as she sent me a document to signed that was an agreement for the refund, and a cancellation of services. That document was signed and sent back. However, I have spent the last three months calling and trying to get this refund applied. I keep getting told they sent it through, and I should see it in 5-7 days, and I do not see it, so I call back, and I hear the same thing over and over, and they still will not refund me despite the signed document. I am asking for intervention to get $900 back for the services and $250 for the membership.
Business Response
Date: 01/04/2023
This guest has been refunded
Business Response
Date: 01/16/2023
We apologize for any inconvenience but the guest is not eligible for a refund for the Lifetime Guarantee Membership purchased. We are happy to offer other terms of resolution that falls within the contract but refund is not something we can approve. Thank you.
Initial Complaint
Date:01/04/2023
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.
Transaction date/contract signed on 4/6/2017. 2 contracts are included and services paid but not rendered. *** contacted this company relentlessly to even obtain copies of contracts that, are stored in their archives. Since all contracts were paper and are in some archive that they dont know how to access. This was prior to ***** pandemic 2019. According to my conversation with, ****** (last name they wont reveal to callers) on 1/3/2023 at 4:00 pm. I called and emailed over a half a dozen times to get no response or help in regards to my contract/refund. My entire world and mental health was turned upside down due to the ***** pandemic so the delay in time of signed contract and my mental and physical strength was out of my control. I not only lost my job but my entire family as well. This company is corrupt and I know so many women theyve robbed.If they were an ethical company they would simply refund me the $11,534.00 of my money they stole from **** dont like to be robbed during the economic conditions of this country, and losing my job. They have no empathy and the reviews are only good ones because they make friends and family write them. I know people that have worked for their company and they have nothing good to say.I can extend the statute of limitations in the state of MO and take them to court but I would prefer we settle this without court costs and attorney fees. Anything you can do to help me get the money Im owed would be greatly appreciated. Thank you for your time and consideration. Call log dates and times listed in attached document with representatives first name. Since they arent allowed to give last names. Most bizarre company Ive ever encountered ******* Basic ************
Business Response
Date: 01/04/2023
Please see attached signed contract. Guest has received 7 treatments. Per contract, this guest is fully treated. She will now utilize her lifetime membership to receive additional treatments

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Ideal Image is NOT a BBB Accredited Business.