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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

    • 1,339 total complaints in the last 3 years.
    • 208 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:12/19/2022

      Type:Billing Issues
      Status:
      Resolved
      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 signed up for a membership which is expiring 12/21/22 and they renewed by charging my credit card, I was not given the option to opt out and I don't use their service anymore so I no longer require a membership.

      Business Response

      Date: 12/19/2022

      This guest does not have a case opened or reached out to our customer service team to resolve. The membership is an auto-renewal which requires notice to cancel before the renewal date. We will have someone reach out to the guest as this can easily be resolved without a BBB complaint.

      Customer Answer

      Date: 12/20/2022

       
      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:12/15/2022

      Type:Customer Service 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.
      On October 29, 2022 I purchased 8 Coolsculpting sessions through Ideal Image. I didn't have the money at the time so the saleswoman suggested applying for a credit card through Fortiva for the amount due. I was approved for $3500 and all of that went to Ideal Image. When the saleslady went to schedule me for my appointments, the first one available was December 26, 2022. Almost two months later! I told her that was ridiculous - had I known I would have to wait that long for an appointment, I would have never gone through the hit my credit took applying for the credit card. She said she would put me on a list in case people cancel or need to reschedule - then I would be called. Without any options, I agreed. After a month of not receiving one call, I tried calling Ideal Image to inquire about what could be done. The Ideal Image franchises do not have direct numbers. You have to call a main Ideal Image phone number, sift through which option best "fits" what you need and then stay on hold FOREVER! I am not kidding. I have called multiple times on different days of the week only to be left on hold for upwards of 45 minutes before giving up. The last time I tried to contact Ideal Image i utilized the chat option. After explaining my issue to the lady, we were conveniently disconnected. When I tried to get back into the chat to "find" the same lady of course there was no way for the person I was chatting with now to know what was going on so I proeceeded to explain it to her as well. This time I asked to have a supervisor/manager call me back. Again, we were conveniently disconnected. After reading the BBB complaints on this company, I realize I am just another one that was taken advantage of. I am now making $200 a month payments on a credit card that I have received no services from! I have yet to receive ANY services from these people. I truly feel I deserve a refund. Had I known i would have to wait 2 months for my service, I wouldn't have signed

      Business Response

      Date: 12/15/2022

      We apologize regarding the scheduling concerns, typically it takes a few weeks for our guests to schedule and with the holiday season the clinics have been booking up quickly. The guest was treated on 11/11 and has appointments scheduled for 12/26/2022 and 12/27/2022. 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.

    • Initial Complaint

      Date:12/14/2022

      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.
      Refused to issue a refund on services not rendered yet

      Business Response

      Date: 12/15/2022

      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. There is no scam. Understanding your Service agreement means you understand our refund policy. There is currently a credit card dispute open for this guest as well. Contract is attached for review.

      Customer Answer

      Date: 12/16/2022

       
      Complaint: 18574237

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:12/14/2022

      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 would like a total refund from Ideal Images. They accept you in for body fat removal treatments when they know from the beginning that they aren't able to help you. They get you financed and tell you that they really can't help you ,in my case after the second visit . They refuse to refund totally. They only want to refund half. They knew from the beginning that they couldn't help. It's a scam company. They need to be shut down.

      Business Response

      Date: 12/15/2022

      This has been resolved via a financing dispute. When you open up a formal dispute with a bank/credit card company, they are representing you on your behalf. At this time we have come to an agreement with them and your account has been settled/closed out.  Regardless, if you disagree with the outcome, we have settled the account with your bank/credit card company therefore, your account has been closed and there will be no further action regarding the dispute.

    • Initial Complaint

      Date:12/13/2022

      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.
      Transaction Date November 26,2022. I spoke with a person in a consultation concerning hair laser for my chin and upper lip. Once I gave her the payment she immediately put me on hold the phone disconnected she called me back to apologize that she was sorry she had a call she had to take,I was giving my first appointment for December 9th at 10:AM. I arrived much earlier I was called back to a room where at 10:20 I was met by a young lady who told me they did not have numbing cream there I had to order it but they had none onsite. At that point I was not ready to possibly have pain so I spoke with the young lady and told her I did not want to go through with it so She gave me a number to call customer service to get my refund. I called the same day. spoke with ********************* lady named ****** she informed me someone would return my call. They didn't so I called back on Monday morning and was transferred after maybe 20 30 minutes and spoke with ******** who informed me I could not get a refund only I could get some other treatments and I just said I just want a refund that's all she kept trying to get me to agree to other services but I was not going to be refunded at all. Then I started looking around for help and thought about BBB.

      Business Response

      Date: 12/14/2022

      Ideal Image does not offer guests numbing cream until after an appointment has taken place. If guests are unable to tolerate then we do offer to call in a prescription numbing cream that the guest is responsible for purchasing. Attached is the contract signed by the guest for review. 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:12/12/2022

      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 paid for laser and was badly burnt from the technician. It took a month for me to file a claim. I was told they would heal but still show white spots in the sun. When I called to ask why my claim was denied I was placed on hold for 15 minutes with no one answering. I have left my claim specialist 5 voicemails and no response. I only had 6 sessions so far this is a joke and a scam they wont give you back any money.. even if it was their fault with in experience techs.

      Business Response

      Date: 12/12/2022

      We do apologize about the side effect that the guest is experiencing and encourage the guest to reach out to the clinic to speak with one of our medical professionals that are trained in laser hair removal in regard to the ***** from laser hair removal. The guest did sign an informed consent (copy of contract has been uploaded for review) stating that it is understood that this could happen as a result from laser hair removal. The guest is fully treated within the contract therefore there is no refund eligible to the guest. Thank you.

    • Initial Complaint

      Date:12/12/2022

      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 recently enrolled in a Laser Hair Removal plan. Im currently a student living in ****** and my preferred clinic would be the one in ******.By gathering the funds and using some of my personal savings as a college student, I managed to get an almost full body Hair Removal plan. I never thought that the hardest part of this would be scheduling an appointment. Ive been calling on and on customer service for the past months, telling me that the next availability is until next year. I understand that I have many areas to cover, and that possibly 3 appointments of 90 minutes would be necessary each month.What can I do if there is never availability? Will I be able to finish my treatment and will I see any results? I want honesty from your team so I can review the situation.

      Business Response

      Date: 12/12/2022

      We apologize for any scheduling delays at the clinic of choice. We are happy to offer extension of contract if needed to complete treatments, however the 16 months within the contract does not start until the guests first appointment. We recommend downloading the app and scheduling appointments for shorter appointment times. We are happy to work with the guest to schedule however the guest can see all available appointments via the app and schedule based on their availability. Thank you.

    • Initial Complaint

      Date:12/12/2022

      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 scheduled a service with Ideal Image at a cost of $4,700.00. Two days later I cancelled the service. This was weeks before the scheduled date of service. There was a loan opened with ************** for zero percent interest that was paid to Ideal Image. Now **** says I need to make payments on the loan. Ideal Image will not refund my money. I didn't receive the service. They say it is on the 8th page of a ***************************** large print it says if you cancel less then 24 hours before your appointment a $50 fee may apply. Attached is my girl friends contract. I'm having trouble locating my contract.

      Business Response

      Date: 12/12/2022

      It is our understanding that this has been resolved. Thank you.

    • Initial Complaint

      Date:12/11/2022

      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.
      11/22/2022 **** Sessions on my stomach and arms I was coerced into taking out a loan and prayed on because im 22 and they took the money before they gave me a session or before i even did a session.not yet they haven't

      Business Response

      Date: 12/12/2022

      It is our understanding that this has been resolved. Thank you.

    • Initial Complaint

      Date:12/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 charge 125 two time on a treatment which both time I've got burn in two different areas of my skin and now I have a scar and this happen two months apart. Which before treatment I've ask thr tech to reduce the laser levels which they left it the same . I spoke to ****? She told me no refund but they can stop automatic bank recurring so I won't have anymore monthly charges well of course not I'm not coming back but I do want a refund of 300 dollars for my ***** and time and gas to get burn and get scars for life of wasting my nice skin to be damages in certain areas after I've told them twice to reduce laser levels on my skin I would want someone to get in touch from the corporate level and refund me back 300 dollars . ************ *********************************, thx u

      Business Response

      Date: 12/12/2022

      We apologize to the guest and recommend the guest reach out to his center to speak with a medical professional in regard to the *****. The guest signed an informed consent that lists ***** as a possible side effect of laser hair removal. We have spoken to this guest and offered to stop payments for the contract. Guests contract has been uploaded for review. The guest has paid a total of $750.00 into this contract however the guest has been treated 3 times which comes to a total of $1,350.00 therefore the guest is not eligible for a refund at this time. Thank you.

      Customer Answer

      Date: 12/20/2022

      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 and only because they stop automatic payments and I'm not responsible for any loan or debt or anything sent to my credit I accept Dismissal but ***** still looks like scars tho even so they did state ***** never said anything about permanent scars.  Thank u

      Sincerely,

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





    Ideal Image is NOT a BBB Accredited Business.

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