Business Profile

Medical Spa

Ideal Image

This business is NOT BBB Accredited.

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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

1,352 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.

Initial Complaint
Date:11/17/2022
Type:Sales and Advertising 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.
I received an injectable wrinkle relaxer ******* of ******** on 08/26/2022. I experienced an allergic reaction of severe itchiness, lumpiness, and welting. There is now a hard line/wrinkle in my face that was not there before the procedure. I have been very distressed as a result of suffering from the allergic reaction, which I am still experiencing. I have been in discomfort since the procedure, and a depressive state. This procedure was supposed to improve my look, but did the opposite. It has caused undue pain, discomfort, stress and anxiety. Immediately after the ******* I went to the ****************** location in person requesting for the ******** to be removed, and informing the staff of my allergic reaction and dissatisfaction of the ******** procedure. I requested to speak to the manager, *******************. A hand written note was placed in my chart, and pictures were taken. The technician, ******, inspected my face and told me, It really doesnt look that bad. She stated she did see the lumps in face, and the hard line/ wrinkle in my face. I followed up a few weeks later with ***********, and she told me the information was not passed on to her. Since this was the first time she was being made aware of my situation, she would complete the steps to get the process started for me to receive a refund. I have followed up more times than I can count with the ****************** Ideal Image attempting to contact ************. I recently received a consultation and second opinion from ******************************************** Center located in **************** on October 11, 2022. I met with Aesthetic Patient Consultant, who advised me that the ******** procedure could be corrected by using a dissolving agent called hyaluronidase. I spoke with an Ideal Image technician, who informed me Ideal Image does administer hyaluronidase under certain circumstances. I am requesting Ideal Image correct this procedure with the dissolving agent called hyaluronidase.
Business Response
Date: 11/17/2022
We are actively in communication with the clinic to assist with resolution for this guest. We will have someone reach out to the guest as soon as possible to assist with resolution. Thank you.
Customer Answer
Date: 11/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that there has not been a resolution yet. There has been no contact with me or attempt to resolve as of 11/22/2022. I am still waiting for someone to contact me regrading this issue. I will followup with you. Thank you.

Sincerely,

***************************
Initial Complaint
Date:11/16/2022
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.
July 16, 2022 called Ideal Image re: cool sculpting. Made appt. for that day to have done. Line of credit was opened, via phone/email for $12,000. Procedure was around $6200. Went to appt. and was told that for my chin area, Thermage would be better. Agreed to have done on chin instead of Cool sculpt. wanted to proceed with cool sculpt on abdomen and due to recent surgery, told I would have to wait til 6 months post surgery to have done. That would be Nov. 2022. Scheduled Thermage for a few weeks later and left. Had Thermage done August 23rd. Received bill from Ally lending (lender for Ideal Image) for $7500+. Payment of $245 due. I tried contacting Ideal Image and received message from corporate office. called back, no response. Why am I paying interest on something I have not received? Additionally, Thermage has caused zero change to area treated. Do not want to move forward with Cool sculpt and want the bill zero'd out and all interest charged for same refunded/removed. Loss of confidence in Ideal Image due to Thermage promises not met. Cool sculpt could be the same thing. No licensed doctor or nurse on premises overseeing procedures either. Letters sent via 1st class mail to Ideal Image and Ally with no response. Registered letters sent a month later and still no response. Request for copy of contract has been ignored. Never provided with copy. All done online with electronic signatures and rushed into signing by sales staff. Never told on July 16 that I would be expected to make immediate payments and pay interest on the entire "borrowed" amount. I would have declined all services under those circumstances. Predatory lending practices, In my opinion. Please assist me, if you can. I am paying for something I have not received, and no longer want for reasons listed above. While the Thermage has had no positive effect, I did have it done and am resigned to paying for it. The Cool sculpting was never done and I need to have charges withdrawn. Thank you
Business Response
Date: 11/18/2022
We will have someone reach out to the guest to resolve her concerns. Thank you.
Customer Answer
Date: 11/25/2022

Complaint: 18407284

I am rejecting this response because:
Previous attempts to resolve directly with Ideal Image have been ignored. Ideal Image has had almost 3 months to respond to my multiple inquiries and have not responded.
Sincerely,

*******************
Business Response
Date: 11/29/2022
We have made multiple attempts to reach this guest. The last attempt the guest disconnected after answering the phone. We encourage the guest to reach out to us on the number provided on the voicemails left for the guest.
Initial Complaint
Date:11/16/2022
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 was charged today, 11/15/2022, for a renewal that I havent asked for. I want my refund of $250. Case number ********
Business Response
Date: 11/16/2022
This has already been resolved via the caes opened by the guest. There is no need for this complaint. Thank you.
Initial Complaint
Date:11/14/2022
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.
After reading other reviews it appears my complaint is not an isolated event but seems to be standard operating procedure at Ideal Image. I purchased multiple packages totaling thousands of dollars. Each package has between 3-5 procedures. These procedures must be spaced at least a month apart and cannot be preformed during summer months when my skin is exposed to the sun. Further, they cannot be performed while pregnant. When purchasing these packages the contract stated that they would be good for a year. On its face the contract should be voidable due to the restrictions placed upon when and how often the procedures can be performed. Nonetheless, I was assured by multiple employees that my contracts would be honored regardless of the time constraint. Due to covid closures, exposure to sun and pregnancy I was unable to use all of my contracted and paid for procedures. Within weeks of giving birth I called to schedule my remaining procedures. I was told that my contracts had expired but that the manager would be emailed so that my contract may be reinstated. Further, I was assured that someone from Ideal Image would contact me regarding my issues. That was almost two months ago. Since my initial contact to schedule my appointment I have called three more times. Each time I am told that they are going to email the manager and another manager and that someone will get back with me by weeks end. To date I have not heard from anyone concerning my case. I asked to be included on the emails but was told it was not possible. All of the ladies I have spoken to on the phone have been kind and courteous. However, management seems to be lacking. Even if it was not possible to honor my paid for procedures I still expect to be contacted by management. This is what was promised to me each time I called to review my contract status. I know that all calls are recorded. It would be possible for Ideal Image to verify my multiple requests.
Business Response
Date: 11/14/2022
Guest has no open complaints with customer ******************** as we are able to resolve this for the guest. We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
Initial Complaint
Date:11/14/2022
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 called them for more information on cool sculpting, hoping it could help me shed mom rolls I had gained. They set me for an appt through zoom, I was hesitant to speak with a sales lady but they assured me she would explain everything, and I would not have to remove clothing during this zoom. One of the first things she asked me was to remove my shirt so she could see my body, which I was ok with but caught me off guard since I was told I wouldn't need to do this. Felt very misleading from the start. During the zoom she also told me I was a perfect candidate, and assured me this was a painless procedure (lies). She recommended I purchase a lot of sessions(8-10) to see results, and told me I would be able to get in within 2 weeks(lies) but had to call someone else to make an appointment. I purchased the sessions during the zoom(pressured) for over 5 thousand dollars, and when I called the office to schedule the first available was over 6 weeks out.During first session, the nurse looked at me surprised and asked me why I wanted to do this, she tried hard to pinch areas of my body to put the device, and every session after that was the same, diff people same comments. One nurse even recommended I use it as credit for different things they offer! It seemed like they all knew I did not have enough fat for the treatment to be effective, and they let me know every single session, making me feel embarrassed, impulsive, misled and a complete fool for trusting the words of the sales person and spending so much money on something that was not for me.Also, this treatment is SOO painful, to the point where I cried during one of the massages, and I'm no wimp for pain. I was also extremely sore (husband couldn't touch me) and bruised for over a week every time.Im down to my last 2 sessions and I don't want them. I want my money back. I can't stand the pain, specially when there is NO results, only judgement and treated like Im crazy for being there.
Business Response
Date: 11/14/2022
We have attempted to reach this guest via phone but were unsuccessful. A voicemail was left for the guest and the guest is encouraged to reach out to us at their earliest convenience so that we are able to assist with resolution. Thank you.
Initial Complaint
Date:11/11/2022
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 bought a package of services totaling to $4120 on 3/21/22.The package was treatment agreed upon during a virtual estimation with a non-medical provider, contingent on what the actual medical provider at the Ideal Image physical location would later deem as a valid treatment plan. The providers at the physical location advised me to revise my laser hair removal treatment plan from full face to selected specific facial areas. The contract was updated on 4/6/22, with a refund due of $321 (refund still not received).The providers started laser hair removal on the chin, jaw line and upper lip. During the initial visits, the providers described the hair being treated on the jawline and chin as translucent at the base, and untreatable. This could not be properly identified over the first, virtual consultation. During one of the chin/jawline treatments, the provider said she would just "try it anyways to see if the hair would singe or not". After it didn't "singe", she said she would talk to the "powers at be" to get a case opened and a refund issued. **** and ******* paid amount $1588 (refund still not received).A case worker (*******************************) called from an unidentified phone # which I did not answer because I didnt know it was Ideal Image. She also emailed, which I responded to questioning when we could set an agreed upon time for a phone call to take place. I called her back repeatedly to no avail. The contact # she left is ************. ***** communications attached from 2 separate escalations, which I had to initiate, 2 months apart and still no resolve. I also reached out to the call center on 10/26, the person I spoke to (*******) said she would escalate and asked me what time she could record for the case worker to call me back at. We agreed on Friday, 10/28 at 2pm est. I was on vacation that weekend and had to miss an event to take this call. The call never came. The direct callback line ******* gave was ************.
Business Response
Date: 11/14/2022
It is our understanding that this has been resolved. Thank you.
Customer Answer
Date: 11/16/2022

Complaint: 18391768

I am rejecting this response because:
There has been literally no resolution or refund.
I would challenge the business to provide supporting documentation showing resolve that they claim happened.

Sincerely,

*************************
Business Response
Date: 11/17/2022
On 11/11 a case manager spoke to the guest in regard to resolution. We encourage the guest to review documents signed as well as check voicemails and e-mails that have also been sent to the guest in regard to resolution. Thank you.
Customer Answer
Date: 11/17/2022

Complaint: 18391768

I am rejecting this response because:

There has been literally no resolution or refund.
I would challenge the business to provide supporting documentation showing resolve that they claim happened.
Please show proof of mentioned documentation/refund information
Sincerely,

*************************
Business Response
Date: 11/30/2022
Attached is the document signed by the guest. A check has been sent to the guest. With in the document attached, it states that it can take up to 45 days for the guest to receive the check. Thank you.
Customer Answer
Date: 11/30/2022

Complaint: 18391768

I am rejecting this response because:
I have not received a refund. *********** agreement termination document does not mention 45 day waiting period for refunds.
Even with $956 refund, I am still owed an additional $1,746. According to your employee ***************, was escalating this to also be refunded- no communication since 11/17.

Sincerely,

*************************
Initial Complaint
Date:11/10/2022
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.
Hello, I had purchased 6 sessions of cool sculpting in March. I only had attended 2 sessions. During this summer, I was unable to book almost any sessions due to it being booked months in advance. Earlier today, I had called to make an appointment and I was told my sessions expired. I was never told that these sessions were going to expire. The lady on the phone earlier was rude when I had told her I want a refund for the sessions missed. I told her Im still paying over $3,000 for the loan I had taken out for these sessions and now they are all gone and I am still stuck paying for them. She had put me on hold for around 5 minutes until she hung up. I would like to request a refund for my missed sessions.
Business Response
Date: 11/10/2022
This guest has no open complaints with **************** as this is something that can be resolved quickly. We will reach out to the guest to resolve. Thank you.
Initial Complaint
Date:11/08/2022
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.
On 10/3/22 I received a quote for laser hair removal. I was told the products I received in the mail was non-refundable,fine. I schedule my first appointment to secure a date but it didnt not work with my schedule rep was aware and said another rep will look into booking me sooner. All appointment availability do not work with my schedule and there were no appointments available for the month of December. Due to the frustration I reached out to ideal image on 10/8/22 to cancel the entire plan as I will not be able to receive the services I signed up for. The rep said I would need to speak with a manager and one was not available and gave me the case #********. The manager left me a voicemail to give them a call back. I left a voicemail in 10/27/22 explaining what I wanted and have not received a call back. On 11/1/22 I sent an email to ******************************************** explaining the above and advised if I do not receive a call or if it is not resolved I would be contacting the BBB. It is now 11/8/22 and I have not received a call or email response. I want the funds refunded. I do not want to do business with a company that is quick to accepting funds and slow on solving customer issue. I need this resolved asap as I am now receive notices from ally of late payment when this should have been cancelled on 10/8/22 when I first reached out.
Business Response
Date: 11/09/2022
We have tried multiple times to reach the guest but were unsuccessful. We encourage the guest to give us a call back at their earliest convenience so that we can resolve. Thank you.
Customer Answer
Date: 11/12/2022

Complaint: 18375469

I am rejecting this response because: as mentioned in the complaint I filed I left a voicemail and I had no response. I also reached out via email on 11/1/22 and did not receive a response. I have submitted a refund request verbally and written. The last time I heard from ideal image was on 10/17/22 asking me to call back. I called back and left a voicemail. It is now 11/12/23 and I am still waiting for the refund. This is not acceptable. I want a refund, this is my fourth refund request. I have not received the services I paid for and want a refund.

Sincerely,

*************************
Business Response
Date: 11/14/2022
We have attempted to once again reach this guest but were unsuccessful. A detailed VM was left for the guest with the correct 800# to return our call. Thank you.
Customer Answer
Date: 11/16/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I was able to speak with an ideal image representative and they confirmed the cancellation process has started. I. find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:11/08/2022
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.
Well l signed up to a program that is costing me alot of money...l was call and was told that my appointment is needing to be rescheduled....I was ok...so every date that I gives is not good for them...and so far it's been over a Month of playing phone tags...texts...and emails...so I just Stated that I'm paying a lot of money for this service and basically I'm not getting this service so I just want to cancel everything and get a refund on what I can get back I'm not understanding if I am willing to come in why is there's no available date for me to come in on my time or on my day off And at this current time a payment is coming up and due to my credit I do not want to miss the payment so I'm gonna make the payment even though I haven't had any service within the last 2 months
Business Response
Date: 11/08/2022
This guest has an open and pending case with our customer service team. Someone will reach out to this guest to resolve. Thank you.
Initial Complaint
Date:11/07/2022
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 agreed to have cool sculpting from Ideal Image in *****, **. I made it clear that I was only going to do the three sessions because I am a single mother and I have always been self conscious about my legs and was going to be having surgery soon to donate a lobe of my liver to a family friend. I had my first treatment on 11/28/2021. I had surgery at ************** in ******* on 12/14/2021. My next two sessions were on 2/2/2022 and 2/4/2022. Every time that I went, I mentioned that I would only be doing the three treatments that I had agreed to do because every time that my session was completed, they would try to get me to schedule another visit. On my last appointment the clinician and the scheduler asked when I would schedule for another appointment and I told them that I would not be able to do any more treatments. I was only doing the three treatments that I had originally signed up for and that would be all that I would ever do. I have not had any further contact with the establishment since my last appointment. I am in the process of moving to be closer to my family and I received a notification today on (11/5/2022) that $250.00 had been deducted from my checking account from Ideal Image. I called Ideal Image and spoke with the receptionist and explained that at every visit, I informed the clinician and the scheduler that I would only be doing the three treatments that I had already paid for. I was instructed that was my yearly fee and I had to have discontinued the agreement in order to not to be charged yearly. I asked when I could expect a refund and was told that she will make sure that the payments will not be deducted anymore, but she could not guarantee me a refund of my 250. I am certain that many people get charged for the yearly fee and probably never get a refund. Because who honestly remembers to write a cancellation after a year has passed? Esp when you literally tell several of their staff that you will not ever make anymore appointments.
Business Response
Date: 11/08/2022
This guest already has an open case with our customer service team and someone will reach out to this guest to resolve. Thank you.

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Ideal Image is NOT a BBB Accredited Business.