Complaints

This profile includes complaints for Ideal Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ideal Image has 153 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ideal Image

  1 N Dale Mabry Hwy STE 100A Tampa, FL 33609-2764

• 

  Ideal Image Laser Hair Removal

  8612 Preston Rd Ste 100 Plano, TX 75024-3315

• 

  Ideal Image

  119 Fairfield Ave Unit 6 Bellevue, KY 41073-1184

• 

  Ideal Image

  4685 US Highway 17 Ste 2 Orange Park, FL 32003-4839

• 

  Ideal Image of Florida, LLC

  10140 Forest Hill Blvd # B150 Wellington, FL 33414-6125

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:11/29/2022

  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 with the business for August 15th, 2022. I had initially asked for a laser treatment for something specific, but during the consultation they spoke about other benefits that *** help. They sent me an email and asked me to sign and agree before anything could be scheduled. I then asked "what if I need to cancel?". They replied with, "we can always reschedule". ****** was a factor in my decision, but they mentioned they would be able to put me on the "special" list. I decided to move forward, but once I did, I was told that the earliest appointment wasn't until late October, which was a concern for me that I brought up at the very beginning of the consultation. I then also realized that I had been charged for the service that wasn't yet scheduled. I had also asked about side effects. I reached out via email with the company multiple times and was replied to once. I was concerned about possible cold sores as I am prone and the contract mentioned that cold sores were probable and that the BBL laser was not a good idea. I explained this via email, but have yet to receive a response. I even offered to show medical proof that i am prone to the cold sores, but have not heard anything. The company is not wanting to settle the issue and at this point I want this to be cancelled and would like my money back.

  Business Response

  Date: 11/30/2022

  We have attempted to reach this guest multiple times via phone but were unsuccessful. An E-mail has been sent to the guest. We encourage the guest to reach out to us at their earliest convenience so that we are able to assist with resolution that aligns with our terms and conditions. Thank you.
  

• Initial Complaint

  Date:11/29/2022

  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.

  3/8/22 I was contacted by ideal image from a simple inquiry and ended up signing up for 6 sessions of coolsculpting. I was advised to seek out a loan from Fortiva by *********************** for $3500. I would make appointments and they would be canceled by the automated system. During this time I was also experiencing an auto immune disorder that affected my skin. I later came to find out that I would not be a good candidate for cool sculpting by my medical doctor. I sent the doctors note to a customer care specialist, named ***************************, a National Client Support Specialist at Ideal Image, whos number is ************, which she never answers ever. I informed her of the condition as well as sent the doctors note, in which she responded that her committee needed more information. Ive never once used any of the money for any appointment, I never got any procedure or service done at all whatsoever. Also as an African-American woman a lot of the other services that they have and provide I am not eligible for because of my dark skin. So, there was nothing else that I could do with Ideal Image. Since I never got any service from them I kindly asked them to please refund the money to the Fortiva loan service company. They have refused and are holding the money hostage even though Ive gotten nothing done whatsoever from them, so why is it a problem to return the money when I have a medical condition and never once used any service from them. It takes months to get a response back And my doctor also requested from them the reason for denial from that committee, which they never provided any documentation. I just want the money returned, and it has taken a significant toll on my credit history report. For **** told me to not make any payments until I receive a service, since I never received any service from them I did not make any payments. I just want the money refunded. Please may you help me resolve this issue. Theyre available to take money but no service line for help.

  Business Response

  Date: 11/30/2022

  This guest opened a financing dispute and this was resolved on 10/26/2022. 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:11/28/2022

  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.

  Received Botox treatment on 11/17 on my forehead. Injector did not administer correctly because my eyebrows have dropped in the center and I am having trouble fully opening my eyes. When I try to open my eyes wider the outer part of my eyebrows are raised giving a "Spock" arched eyebrow look while the inner brow is still low. In addition, there is NO effect on the actual area I wanted treated (the 11s) making the treatment completely pointless. I have had this same treatment dozens of times before and have never had this problem. The injector was inexperienced and/or not properly trained, as this is a known problem for Botox when incorrectly injected. This should not have happened and now I have to walk around like this for months until it wears off or pay ****************** to correct it with counter injections if he can. I want my money back for the treatment AND the annual membership as I no longer trust that I will get competent services from Ideal Image.

  Business Response

  Date: 11/28/2022

  The guest is welcome to go back into the clinic for a follow up appointment within 2 weeks of the injection date for corrections, as this can be an outcome from Botox with no error from the injector. Ideal Image is unable to refund for services used and/or the Lifetime Guarantee Membership once benefits have been used. We encourage the guest to reach out to the ********************* as this can be corrected. Thank you.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18468790
  
  I am rejecting this response because: Why would I go back to a place where the injector did not do it correctly? I do not trust that they will fix it given how straightforward a procedure this should have been. I have had this procedure done dozens of time. The injections were not in the same places as I have had in the past.

  I haven't used the membership other than the botched Botox. I have to pay to get it fixed by an experienced injector.

  I want a refund.

  Sincerely,
  
  *******************************

  Business Response

  Date: 11/30/2022

  We do apologize about your experience however we have offered a resolution for the guest to return to the clinic. The guest does not have to accept our offer however Ideal Image is unable to refund for services used (Botox) and/or the Lifetime Guarantee Membership once benefits have been used (Benefits were used to purchase the Botox at the discounted rate).  We encourage the
  guest to reach out to the ********************* as this can be corrected. Thank you.

• Initial Complaint

  Date:11/28/2022

  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.

  At the consultation I told the person that I spoke with that I wanted chin and upper lip. She asked me to show her where I meant. I pointed to the area and she said that's not covered under the chin option, that's covered under the jawline option. I said okay. She said that she had a package for three areas so I added the neck too. I paid $2,000 and signed the contract just to come in and the area that I came for not to be treated. When I asked why the area wasn't treated and pointed at that same area, I was told that that area isn't covered under the jawline selection, it's covered under the chin selection but they can make any changes to the contract. I was told that I would get a callback which never happened. When I got the regular follow-up call after my first appointment, I called back. Someone came to the phone, asked my name, and left me on hold. They didn't come back to the phone. Service has been terrible and no one is attempting to make this right. I wasn't asking for anything free, I was simply asking for the area that I asked to be treated in the first place be treated and not the area that doesn't even need to be treated. You can look at the before pictures from my first session and see the hairs are on my chin. After I posted a ****** review through a review request from Ideal Image, I received a call from corporate telling me to stay by my phone because someone from the local office would be calling shortly. They never called. A whole day passed, still no call. These people clearly dont want my business. I have had no communication from the local office whatsoever. Please just refund the $2,000 and let me go somewhere that wants to help. All I asked for is an even swap. I literally havent been called back one single time and they simply refuse to talk to me. It's been 17 days at this point, still no call back. I'm afraid to even get service now. These people won't even talk to me. I would like my money back minus the one session that I've had.

  Business Response

  Date: 11/28/2022

  We are currently trying to reach the guest but have been unsuccessful. A voicemail was left for the guest this morning. We encourage the guest to give us a call back on the number provided in the voicemail. Thank you.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18463015
  
  I am rejecting this response because:
  
  I spoke with the company and they offered me a partial refund but still wanted me to pay for the jawline treatment that I didnt want and wasnt supposed to have gotten. Why am I being charged for the area that your consultant wrongly suggested? Also, they want me to sign a document with a non disclosure agreement and charge me a $100 cancellation. Im not signing an nda to get back money from a contract that I was mislead into signing. Thats ridiculous. If you want to give me all of my money back, that would be a solid resolution and I would be ok not talking about it but giving me a partial refund that includes a gag order is crazy.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/30/2022

  We have offered the guest a resolution within the terms and conditions of the contract. We are unable to refund for any services rendered to the guest. The guest does not have to accept the agreement but to proceed with offer the guest will need to sign the refund release agreement. Without signature there will be no resolution.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18463015
  
  I am rejecting this response because:

  Ideal Image says that I dont have to accept the agreement but I have to sign it. What does that even mean? Signing an agreement is accepting the agreement. Misleading me into signing is what it sounds like. Reading other BBB complaints, it seems as if you do a lot of that. Just sign it, you dont have to agree to it. If you feel that Im owed a refund, why do I need to sign a contract to receive it? You give me my money. I dont get anymore treatments. Its simple. Youre already charging me $400 for one session and a $100 cancellation fee. You can bully other people and force them to sign NDAs to cover your lack of accountability for YOUR consultant misinforming them and YOUR staff refusing to treat them properly, but not me. Remember, I didnt do anything wrong. I paid my $2,000 upfront. I showed up to my appointment. I tried to reconcile this by simply asking to exchange for what I originally asked for before **** misinformed me and you all ignored all three attempts to rectify this situation. You can refuse to resolve it. That just shows everyone reading this the type of company yall are and how much you absolutely dont care about your client or their care. You only care about sales and bullying people into being silent in order to protect your reputation. $2,000 being stolen from a client that you have proof you misinformed (the consultation is on video) is crazy. You have video proof of the consultation and what YOU told me. You have picture proof of the hair on my face. You have documented proof that I asked for upper lip and chin. And you have call log proof that your team has never once called like you said you would. 

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/11/2023

  I did a consultation and was given completely contradictory information that I was told in the office. Staff was rude, unwilling to help, and refused to return phone calls. They offer your money back but require you to sign a gag order so you cant tell others about their practices in order to get a refund. Just think about that. A company that knows they dont have wrongdoing wouldnt require you sign an agreement to not tell your experience. The also canceled my appt lying saying the nurse wasnt there then blocked me from booking appts on their website and I have proof. Im just put $2,000. Whatever you do, please dont lock yourself into contracts you cant get out of even when theyre wrong and they can look at the consultation videos and know that.

  Business Response

  Date: 04/11/2023

  We are unable to move forward with refund without the signed release

• Initial Complaint

  Date:11/28/2022

  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 had an appointment at Ideal Image for lasik hair removal on 11/9/22 at 5pm. I received a notification stating that my appointment had been canceled. I did not cancel the appointment, but the company did for no valid reason. After asking to speak with a manager they stated one would call me by the end of the week as I requested a refund since they as the company breached my contract and could not accommodate me due my schedule being so tight. They also let me fall outside my window of treatment. No one called from the company so I called back on 11/22/22. After letting them know I would report this, an area manager by the name of ************************* called me on 11/23/22. She failed to make this right and could not provide me an appointment as needed. Per the contract, they have the option to refund my money which is what I seek in the amount of $3,465.

  Business Response

  Date: 11/28/2022

  This guests appointment was cancelled due to failure to auto-confirm their appointment within the 48 hour time frame prior to their appointment. The guest requests the same provider for each appointment making scheduling more difficult for the guest. This is not something that we can guarantee but we do try to accommodate as much as possible. The treatment window is set as you can not be treated any earlier than 6 weeks - not you have to be treated every 6 weeks. This guest is at the end of their laser hair removal treatment plan with one paid treatment remaining, therefore making the guest non eligible for the refund requested. We are happy to work with the guest to assist with scheduling concerns, as there are available appointments as early as today, but we can not guarantee the same provider at each appointment. If the guest would like to schedule an appointment they are welcome to call the center for assistance. Thank you.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18459213
  
  I am rejecting this response because:
  I was not informed that, at any time, a response to the business would cancel an appointment, as I have not confirmed any appointments leading up to this as it was not required. The area manager also stated verbally that it must be a new procedure. I have also reviewed my contract for it to be a *************************************** April 2022, so to state that this is the last paid treatment is a flat out lie. Now, if I need to provide said contract I will surely do so as to not be made to be treated with disrespect. If this needs to be handled by one of our attorneys, please let me know and I will forward all information contained within this complaint to her. I will further use my first amendment right to verbally express dislike and deter anyone else from being mistreated by this business. If no refund is granted, after reviewing my contract and it states can be done, I will push matters further if the business deems it necessary.
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/01/2022

  We have spoken with ****** and come to a resolution at this time. Thank you.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18459213
  
  I am rejecting this response because:
  I have not been contacted for any appointments as communicated would happen. I also requested written statement of offer that was verbally communicated with no response.
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/15/2022

  The guest has confirmed via email that he has been scheduled for an appointment. This is resolved. Thank you.

• Initial Complaint

  Date:11/21/2022

  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 customer service provides the lowest quality care for their customers that spend thousands of dollars for their services. Ive paid $4,000 in services and all I want is what I paid for. My contract was extended In order for me to complete my services. They gave me 4 treatments, but only put 3 months on the contract. 6-8 weeks are required in between each session, so it is not enough time to complete my treatments. Ive called several times to try to get the one month extension, but keep getting the run around. I finally got a hold of a customer service rep that told me that ******** (Manager of customer service team) denied my request and told me to call *************** to see if they will approve it since they were the ones with the authority. This entire process has been nothing but a headache. I just want my last treatment which I have paid a lot of money for.

  Business Response

  Date: 11/21/2022

  This guest had an open case with our customer service team who was quickly able to resolve her concerns. No need for the BBB complaint as this has been resolved. Thank you.

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inquired about a service. They called me immediately upon an online form submission which I thought was fine. Then when I got on the phone and told them I would not be able to commit to something that same day they said, well the offer is only available today. I said I was not interested and thank them for their time. They are still proceeding to email me and call me, harrasing me. I emailed back Nov 13th or so, asking them to stop contact me. Then they emailed again Nov 17th and asked them to stop contacting me. Then they called again today Nov 18th and they dont have an option to unsubscribe from their emails. I would like to report that they dont have an option to unsubscribe and they have shady sales gimmicks to hook customers.

  Business Response

  Date: 11/21/2022

  We have taken your email out of our system. Thank you

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter as a sworn statement that I cancelled services on August 26th, 2022 while I was on my initial consultation call with DJ, an Ideal Image sales representative. DJ informed me that I would receive a full refund for the $3000 that I had just paid as down payment for services. I did not attend one single appointment and therefore did not receive any services. When I did not receive a refund in the 3-5 business day period that DJ told me I would receive refund I called the ********, ** office and was told I would receive a call from the corporate accounting department. I did receive that call and spoke to a man, ***. He informed me that I did not cancel within the time period and would not receive a refund. I informed *** that I had indeed cancelled services while I was on my initial consultation call with DJ. I then asked to speak to his supervisor. I was told by *** that I would get a call from his supervisor. About a week later I did receive a call from Dons supervisor and she informed me that she had reviewed the recording between DJ and I, and she was extremely apologetic for the misinformation that DJ gave me but that again I would not receive a refund. In my initial call I expressed to DJ my emotional state that my long term boyfriend and I had just broken up and that I was experiencing high levels of stress and duress. When I realized that I needed to have more treatments than what was initially explained I told DJ that I needed to cancel the entire thing. I never even hung up the phone from the initial consultation. The main reason I requested a refund is because of the amount of treatments that I would need, and I felt that was more than my body could manage as I have a medically documented autoimmune disease. DJs explanation of treatments and appointments were confusing and given my emotional state and in my research, a contract is non binding when emotional duress is present.This letter is a legal document.Sincerely,

  Business Response

  Date: 11/17/2022

  This has been resolved. Thank you.

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I prepaid for CoolSculpting at Ideal Image ******************************************************* and decided to cancel the service 2 weeks before. I prepaid $3,750 and they will not return my money to me. I'm a senior citizen and a disabled veteran that has been taken advantage of. I had a contract shoved in my face urging me to sign it and was never warned ahead of time that my money isn't refundable prior to services rendered. Please help me. I don't have money to give away.Ideal Image owner never returned my email, phone calls, nor would come out of her office to face me and make any attempts at resolution.

  Business Response

  Date: 11/17/2022

  This guest purchased with a franchise location. We encourage the guest to reach out to the franchise location at **************. Please transfer this complaint to the franchise location BBB if possible. Thank you.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18413448
  
  I am rejecting this response because: I made several attempts, via email. telephone calls, and physically going into the business. The emails went unanswered, the calls were never returned to me after leaving several voicemails and with the person that answered the telephone, and the business owner wouldn't come out of her office to even speak with me. I was completely taken advantage of and then disrespected. No one.....No one should ever have to be treated and cheated this way. I served my country proudly, I shouldn't be mistreated this way. No one should.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/21/2022

  Ideal Image corporate is unable to assist this guest. Can we please transfer this to the franchise BBB for resolution? Thank you!
  

• Initial Complaint

  Date:11/17/2022

  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.

  In July of 2019 I opened a credit card through their company, Fortiva, charging $3069.78. I was using this to receive laser hair removal. I received a handful of treatments before they called to tell me they were closing for covid. They were closed for months before reopening. When they called back, they asked if I wanted to resume treatment, to which I said no due to personal things at the time. Plus, my treatment was interrupted due to them closing. Since I am a dark complexion individual, this had a major effect on the effectiveness. No one explained to me that I could use this money for another service. I paid off the account in January of 2022. I spoke with a random individual who said they should be able to use the money Ive already paid for a different service. When I called today, November of 2022, they said they cannot. I am disgusted by the lack of customer service. Especially since I paid over 3 grand for apparently a handful of laser treatments.

  Business Response

  Date: 11/17/2022

  The guest is fully treated within the contract and therefore there is no funding left to move to additional services. The guest is welcome to take advantage of our lifetime guarantee program. Thank you.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18413045
  
  I am rejecting this response because:
  Your business broke contract by pausing service in the first place. Never did I sign saying I would be ok with you shutting down for five months. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/19/2022

  The business was closed due to COVID. This did not affect the guest from being fully treated within the contract. The guest can use the lifetime guarantee if purchased. There will be no further resolution.