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

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:11/07/2022
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.
In September I was interested in getting some treatments offered by Ideal Image and a phone consult was set up. I purchased a membership, filler treatment, botox and some lotion for after the filler treatments. I made an appointment in ************** location to get the treatments done and was advised that my medical condition would make me ineligible to receive what I bought. I asked them if they could refund and of course was told I needed to contact the salesperson. I contacted the salesperson and was told to contact customer service. I contacted customer service and was told I could not get a refund unless I was medically approved and ******** location did not document as such. I then waited a few days and received confirmation that it was medically approved. While I was waiting I had entered a dispute with my credit card company and was told I would have to cancel that and then I could get a refund. That has since been canceled as of 10/27 yet Ideal Image will still not credit me stating again I have to cancel the dispute. I have offered proof, suggested contacting *********** however I am getting nowhere. I have been stolen from- I paid for service and received nothing. I simply want my money back since I cannot get the services I paid for. I have received no treatments and paid $1370 to be told I cannot get the treatments.
Business Response
Date: 11/08/2022
This has been resolved. Thank you.
Initial Complaint
Date:11/07/2022
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.
I contacted Ideal Image to see about laser hair removal. After being pressured in to sign the contract and get a loan with ally bank I immediately regretted it and discovered how sketchy the company was. The next day I called ally bank to cancel my loan, and I also cancelled all my appointments with Ideal Image. **** assigned a case worker to my claim who contacted ideal image to get a refund since I never received a single service. Ideal image called me trying to find a resolution since I am under contract and must obtain my contract whether its paying some other way or getting a difference service but I cannot just cancel the service entirely. I told ideal image that I spoke with my cardiologist and they believe it is not in my best interest to get laser done. Ideal image says that at my first appointment we will go over my medical history and their medical staff will be able to decide if I will be safe getting the treatment or not. They said that their team is the only one that can make the call whether or not I will be fit to do it and if I am not only they will be able to make that decision then cancel my contract.
Business Response
Date: 11/08/2022
This guest will be resolved on or before 11/16/22. Thank you.
Initial Complaint
Date:11/06/2022
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.
On or about the first week Sept I noticed activity on my credit report and saw at least 3 hard pulls from third party creditors FORTIVA which lowered it 49 points and was denied an apartmentNow I had no services performed at the schedule date of August 1 because of medical reasons I called 3 days before and talked the receptionistAfterwards receiving a bill from FORTIVA for $500 then I called FORTIVA and they said to refer the matter to IDEAL IMAGE because they are the ones submitted the bill
Business Response
Date: 11/08/2022
We have spoken to this guest and are working with her towards a resolution. Thank you.
Customer Answer
Date: 11/17/2022

Complaint: 18356547

I am rejecting this response because:
My credit report has been recorded as delinquent due to no fault of my own , IDEAL IMAGE was non responsive in this matter but FORTIVA made every effort to correct this matter and am thankful for thembut the damage to my credit report has injured my chances of getting a place of residence due to my present residence in foreclosure and am forced to move..
Sincerely,

***************************
Business Response
Date: 11/18/2022
The guest opened a loan with Fortiva. If the guest had a dispute or opened a case with Ideal Image the guest is still responsible for making payments during that time. Cancelling your appointment with Ideal Image does not cancel the contract and/or loan. Ideal Image is not responsible for late payments or payments missed. The contract was cancelled and funds were returned and there will be no further resolution.
Initial Complaint
Date:11/04/2022
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 have diabetes and was recommended not to do the procedures I want a full refund... Sound good but I feel like I was scammed for over $4, ******
Business Response
Date: 11/04/2022
This Client was refunded back to Ally Lending on 10/21
Initial Complaint
Date:11/04/2022
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.
I purchased over ***** dollars for coolsculpting treatments in June of 2021. I had 4 treatments at Ideal Image. I cannot do cool sculpting because my flanks became hardened and uneven after cool sculpting treatment. I was evaluated for these negative effects, and pictures were taken that proved negative effects at the ************ location. I would prefer a full refund as I cannot continue the services I purchased due to adverse effects. I have been in communication with Ideal Image for the past 7 months to resolve. I have requested a refund (denied), but they stated my ~***** dollars can be used for other services. Since I was told that, I have not received guidance or communication that I can move forward, I have been in this process since March 2022 and I would really like resolution. I have been passed around to different people at Ideal Image who say they will resolve, or escalate, for months, no one completes follow up to a satisfactory solution. Again, I would prefer a refund but will settle for the remaining full amount be used on other services (with complete transparency on their pricing).
Business Response
Date: 11/04/2022
We are providing refund for the unused cycles. Please sign the refund release document sent via email
Customer Answer
Date: 11/08/2022

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:11/04/2022
Type:Order 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 14th I came in for my first appt. I was told during my consultation that Id be paying for my Brazilian, but my armpits were free. I was charge $4,000, when I was told Id be paying $222 for this service per visit.I came in on September 1st for my 2nd appt & was told that my thighs were in my ************ was charged for it. I never stated that I wanted this service, nor did i qualify because I have blonde hair.. I also was told I paid for my happy trail for both visits first visit they said it wasnt on my contract, so they didnt do it. Second visit we did do so. I was told by the girl who did my service that this refund would be submitted to corporate & I would receive a phone call. I waited a month.I have called 4 times now, my most recent call being today, 11/2/22. Each time I was told theyd leave a message to my case manager. No call back. The 3rd time I called, they stated my case manager wrote that she called ********* me documents this did not happen.She did call back today & sent me documents to be signed. In the contract, it states I will only be receiving $176 for my refund I cancelled all services, this is NOT what I should be receiving. I have been in only twice. From the price I was told $222 per my FaceTime consultation, this would only be $444 before tax where is the other $3,500 that Im being billed for from Ally Lending?? This corporation has scammed me 100%. Adding stuff into a contract I never signed nor stated I needed, no callbacks, this business is untrustworthy. I was given no copy of my contract whatsoever either.Also, unhappy w/ results, as my hair has come back thicker & darker than before the procedure. P.S. read the documents before signing. States you cant complain or write a review on media about the services. Whether its social, blog, or a review. Please contact me if you need a picture of my receipt from ally lending. I dont currently have it on me.
Business Response
Date: 11/04/2022
We have spoken to the guest and sent a document for the guest to sign. We are unable to proceed until the document has been signed.
Customer Answer
Date: 11/23/2022
July 14th I came in for my first appt. I was told during my consultation that Id be paying for my Brazilian, but my armpits were free. I was charge $4,800, when I was told Id be paying $222 for this service per visit. I came in on September 1st for my 2nd appt & was told that my thighs were in my contract & I was charged for it. I never stated that I wanted this service, nor did i qualify because I have blonde hair. I also was told I paid for my happy trail for both visits, first visit they said it wasnt on my contract, so they didnt do it. I was told by the girl who did my service that this refund would be submitted to corporate & I would receive a phone call. I waited a month. I have called 4 times now, my most recent call being 11/2/22. Each time I was told theyd leave a message to my case manager. No call back. The 3rd time I called, they stated my case manager wrote that she called me & sent me documents this did not happen. She did call back today & sent me documents to be signed. In the contract, it states I will only be receiving $176 for my refund I cancelled all services, this is NOT what I should be receiving. I have been in only twice. Where is the other $3,500 that Im being billed for from Ally Lending? This corporation has scammed several people. Adding stuff into a contract I never signed nor stated I needed, no callbacks, this business is untrustworthy. I was given no copy of my contract whatsoever either. P.S. read the documents before signing. States you cant complain or write a review on media about the services. Whether its social, blog, or a review. The only document they sent me to sign, was to keep my mouth shut online. An agent from their office called me & was extremely rude, kept interrupting me & demanded a card number not once, but 3 times. They also backtracked & said they were refunding $900 to my loan for the legs they added to my contract w/out consent, but what about the other $2,000 I never used?

Business Response
Date: 11/23/2022
Guest purchased 5 area package and the lifetime guarantee membership that comes with a free gift. Within the 5 area package the guest purchased full bikini, full Linea, upper legs, Peri-a extended and underarms. The free gift that was selected was 1 single session of laser hair removal for the face. The total contract price was ********. Upper legs came to a total of ******. This line item was cancelled. The guest has paid a total of ******** into the contract. ****** - ******* = *******. ******* - ******* = $176.26. If the guest need anything from Ally lending they will need to reach out to the ************* Thank you.
Customer Answer
Date: 11/23/2022

Complaint: 18350878

I am rejecting this response because:
We did not discuss legs, nor did we discuss face. I was offered armpits for free & we discussed Brazilian wax along w/ happy trail during consultation. This was it. I am blonde on my legs & my face, so this wouldnt be something I wouldve qualified for anyways
First time I went in, we only did full bikini, because the lady told me the happy trail was not on my contract, so we would not be doing that. Legs were never mentioned, nor was the face.
Second visit, we did my full bikini & happy trail, armpits were free (as I was told).
Services I received:
2 sessions of full bikini & peri-a extended
2 underarms, but I was told this came free.
1 full linea
I also told the lady who did my consultation that I was not interested in the lifetime membership. This was added w/out my knowledge, along w/ the 3 other areas. (Face & upper legs, full linea was only done once) the lady also told me that each visit would be $222. Im only willing to pay for the services I have received, which I listed above.
I will continue to fight Ideal Image & Ally Lending as long as I owe money, as you 2 are clearly working together. Plenty of evidence all over several websites. You both have 1 star ratings & plenty of complaints regarding being scammed thousands of dollars.
I am in the works of speaking w/ an attorney, if that is the route we need to take.
Sincerely,

*************************
Initial Complaint
Date:11/02/2022
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.
This complaint concerns the services provided for CoolSculpting at Ideal Image and the lack of response and results.3/30/22: Completed a consultation visit on location 3/31/22: First treatment for CoolSculpting 4/20/22: Second treatment for CoolSculpting 9/2/22: Five months had passed, and the procedure yielded no results. I contacted the ********** location for my concern. They asked if I had a follow-up visit after the procedure. I didn't know that was an option, so I scheduled one for 9/6.9/6/22: Completed follow-up visit on location. The technician agreed that the results were minimal to none, and I was told that the wrong applicator was used during the procedure. She stated that a Manager would contact me to discuss the next steps.9/26/22: No Manager had called or emailed me. I attempted to contact the location directly but was re-routed to the main call center. I complained that no one called me back to discuss the issue. The customer service rep said they would send a message to the location to have someone call me back. The agent also told me to email them should I still need to hear back. 9/28/22: I emailed the rep stating that the Manager has yet to call me back.10/11/22: Final email to the rep stating that the Manager has yet to call me back. The rep never responded, nor did anyone from Ideal Image in **********.
Business Response
Date: 11/02/2022
We apologize about any delay or lack in response from the clinic in terms of the follow-up appointment. From our investigation the guest is fully treated within the contract purchased with Ideal Image. We have attached a copy of the contract to review if needed. The signed contract states the following regarding Cool Sculpting results:
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: 11/02/2022

Complaint: 18344712

I am rejecting this response because: it does not address the issue that the wrong applicator was used in the procedure. In the follow-up visit, the technician stated that the larger applicator should have been used in the procedure.

Sincerely,

*********************
Business Response
Date: 11/03/2022
After investigating documentation from clinic the treating nurse went over the fact that the guest would have better results if treated with plus applicators and a second treatment. The guest declined to treat the larger applicators as he would have to purchase more cycles and wanted to see treatment results from what was purchased at that time. The guest then signed a form stating that he understood this. The guest is fully treated and there will be no further resolution for this. The guest is welcome to purchase more cycles to retreat the area with the larger applicators that were discussed with him before the first treatment. Thank you.
Customer Answer
Date: 11/04/2022

Complaint: 18344712

I am rejecting this response because: A larger applicator was NOT offered as an option as I don't even know what the price difference was in the treatment. Additional treatments were offered and the business is correct that I declined additional treatments because I wanted to see some sort of results first. However, a larger applicator, which seems to have been required in my case, was never offered, quoted, or mentioned until I complained about the results.
As evidence, there are no quotes or documented recommendations mentioning a larger, or even a choice in applicators.

Sincerely,

*********************
Initial Complaint
Date:11/02/2022
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 purchased services and then the clinician told me I am not medically qualified for the services I've purchased. They said they processed for me to get a refund but I never got the refund and am not able to receive services. A refund is required!
Business Response
Date: 11/02/2022
This was resolved. Thank you.
Initial Complaint
Date:11/02/2022
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.
I have my first treatment 10/29 and there is no availability for my next one in the coming 2 months, How are Ideal Image sells treatments and you cannot complete those?, I need to call and wait to see if someone cancels, I have to work and I dont had time to find a appointment or if someone cancels I wont be able to make it. Its going to take me more than a year to finish it. I choose Ideal Image because its near to my house, and I dont want to drive to another location. Im not sure how see results if I cannot have an Appointment schedule, plus the Portal to schedule appoints does not work, it's too slow. You should improve the appointment schedule or no sell more treatments, until you have availability. I going to paid $6000 for 16 cycles and I'm not able to have an appointment near the location I choose.
Business Response
Date: 11/02/2022
We apologize for any scheduling concerns as we have reached out to the Treatment Book optimization team to assist with scheduling. We have attempted to reach out to the guest regarding their concerns as well as with another appointment on November 19th but we were unsuccessful in reaching the guest. We scheduled the appointment in hopes that it works for the guests schedule. We have LVM for the guest and we encourage the guest to return our call at their earliest convenience. Thank you.
Customer Answer
Date: 11/03/2022

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:11/01/2022
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.
Bought a laser removal package in 2020 and was told it would last at least 9 treatments.Had trouble getting schedules due to covid, heightened demand, and staffing issues. The longest I had to wait was close to 6 months Was informed I have run out of time at the end of November with at least 2 more treatments to go.Asked for extension because I was unaware there was a time limit (never told) and I'm informed that they consider 5 treatments to be "complete"When I complain that I am not fully treated I get told by corporate to contact a store manager. So I call a store manager of the location I go to but they are not in so I'm given email address. I email them explaining all of this and they never got back to me.It is not my fault the locations couldn't fit me into their schedule, yet I'm out the money and they profit from not seeing enough clients in a day.
Business Response
Date: 11/01/2022
We will have someone reach out to you today regarding your concerns. Thank you.
Customer Answer
Date: 11/02/2022

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Ideal Image is NOT a BBB Accredited Business.