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

  1550 N Green Valley Pkwy Ste 360 Henderson, NV 89074-7110

• 

  Ideal Image

  2257 N Germantown Pkwy Cordova, TN 38016-7413

• 

  Ideal Image of Florida, LLC

  8318 Mills Dr Miami, FL 33183-4806

• 

  Ideal Image

  612 W 47th St Ste 305 Kansas City, MO 64112-1943

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:10/14/2022

  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.

  Problem Statement: I paid for a cold sculpting procedure that did not work. Request: I want my money refunded. Why: I am larger in the abdomen area now than I was before the procedure. Dates of Service:Dates of the procedure: 12/18, 6/24, 4/1. Date of assessments: 6/17 and 8/12. Communication Timeline:I learned on 9/30 by calling Ally that the case was not reported for a full refund or an assessment for lipo to correct the now enlarged abdomen. I spoke to ****** and asked that they open a case, case # INT-******. She said she need to call the clinic to get my file and photos. I asked if this could be done within 7 business days and she said yes and sent me an email confirmation of the case#. Today, 10/14, I called to follow-up and learned that **** alleged they tried calling the clinic twice and did not get an answer. I called on three way and received an answer within one (1) minute. We spoke to ****. ****, needed to verify the centers email address, ******************************************* and direct phone **************. Next Steps: This is suppose to go back to ******, the analyst, for review and a final decision to refund money paid. 2nd Request: I need help getting my monies refunded. It is clear, if I did not call, there would be no action.

  Business Response

  Date: 10/14/2022

  These types of cases are handled at the center level. If PAH is diagnosed the center will provide next steps for resolution. If PAH is not diagnosed the guest is treated in full and would not be eligible for refund. We are happy to discuss once PAH has been assessed by the center level medical professionals. Thank you.

  Customer Answer

  Date: 10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I know I will not win. If any additional medical issues come up I will reopen a case.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/13/2022

  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.

  Date of consultation - 10/07/2022 Date of Appointment - 10/26/2022 Date of Cancelation - 10/08/2022 Date of last contact (3 calls) - 10/13/2022 Virtual consultation with Ideal Image for Cool Sculpting was conducted and a prices was quoted. This price included the procedure as well as a life-time gaurantee. I was confortable with the price quoted but I have two issues and woudl like a refund from Ideal Image in the ammount of $3,661 for services not recieved. Issue 1: Was told on a recorded zoom call by the consultant that "they" would not let her remove the lifetime gaurantee for $250. This has since been confirmed by ideal image on a recorded line (10/13/2022) that the claim was false. This was sold/included under a false statement. Issue 2: When creating my account and adding in my credit card information, it clearly states this is for your records and you would not be charged at this time. I woke up the next day to a pre-payment charge of $3,661 that I did not agree to. I did agree to the total cost, but not once did anything get mentioned about pre-payment. I contacted Ideal Image and they refused to issue any refund due to their contract. That said, I clearly read the contract and I do acknowledge that they mention several times no services are refundable. Example, Section 3 T&C.EXCEPT IN ACCORDANCE WITH THIS SECTION AND STATE LAW, ALL FEES AND SERVICES ARE NONREFUNDABLE.This is understandable, you would not want to issue a refund for services performed. However, NO SERVICES were performed and nothing int he contract mentions payment in full prior to obtaining any service. Nothing was said on a recorded call about pre-payment and I did not authorize Ideal Image to pull the payment ahead of any services. Ideal Image holds strong to NO REFUNDS for fees or services and repeats it over and over again on calls. Understood, however I did not recieve any services or authorize any pre-payment and was not told about it. All conversations were recorded.

  Business Response

  Date: 10/14/2022

  We will have someone reach out to you to resolve. Thank you.

  Customer Answer

  Date: 10/17/2022

   
  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. They have refunded my money as requested. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/13/2022

  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.

  Today (10/13/22) I signed up for a free consultation with ideal image for information on botox and filler during my consultation the woman urged me to sign up for a loan and tried to rush me through reading the loan when I finally read everything and signed the documents nothing happened and she was not able to prove to me that my loan with **** went through then she proceeded to send me e-mails to sign up for the lifetime membership through ideal image and I still have no idea if my loan went through or not. I am not happy with the service and ******* I received or the attitude or the fact that I received nothing from ally bank like I thought I would that said I would be approved for the loan I need to cancel my membership to Ideal Image and make sure that this loan did not go through which I don't believe it did considering I got no confirmation email from ********** I do not need Ideal Image to charge me in full for this membership I would like both to be cancelled.

  Business Response

  Date: 10/14/2022

  We have attempted to reach this guest 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:10/13/2022

  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 ***** for general questions about laser treatments. I was rushed into a zoom call and was lied to about any risks or lawsuits over cool sculpting and ultherapy. They have a scam operation purposely distracting you with phony compliments and needless chit chat. They prey on the desperate and vulnerable. After the call at 9pm, two hours later I decided to check if what they said about no risks and no lawsuits was true. It wasnt, MANY risks and MANY lawsuits, over 3k BBB complaints. I immediately before midnight sent an email to my zoom lady to cancel and refund. I was given the runaround for a bit with getting to the right person. They are refusing to refund my money even though NO services were received and the cancel request was nearly a month away from my first schedule appointment. They are still trying to push me to have the treatments when I spoke to the executive office. I believe that right there is illegal. I also believe this contract ( which is like when you update your phone you scroll through the terms that nobody reads due to legal jargon nobody understands) I should have been told nothing is able to be cancelled and refunded should I proceed. Instead I was lied to about the risk of deformity when asked. When we are taking 12k it must be stated no refund. There is also the cooling off period and I cancelled two hours later. They were closed because my zoom call was at 9pm. They are refusing to refund. I have a claim with the attorney general started and cancelled card along with dispute case. This place needs to be shut down with this predatory unethical business practice they do. My appointments werent cancelled, I asked twice via email when I got someone today. They tried to blow me off and string me along again but I said Im not getting off this call until its refunded. How do they think they can legally keep this amount of money with no services rendered? Cancelling immediately after fact checking, and a month prior? Please help

  Business Response

  Date: 10/13/2022

  We will have someone reach out to you to resolve your concerns. Thank you.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18206012
  
  I am rejecting this response because:
  It isnt a response. This is what they do, string you along. I wouldnt allow it on the second day and refused to get off the phone after being on hold for 45 plus. 
  

  They never told me this was non refundable. This most definitely by law applies to the 3 day contract law. These treatments were misrepresented. Im not willing to take such risks and the only thing they would say when I asked if there were risks or deformity risk, auto answer of its *** approved. So what! I know now that doesnt mean its completely safe. Depends on the operator and the intensity and the person. Probably much more but I had read enough after the zoom call to say no thank you and so upset they lied. They lie in a sneaky way and the entire time distracting you with there needless personal questions and phony compliments. They prey on the desperate. Old fat women. Easy prey. I feel so stupid, but in no way is this legal to keep my money when I only took two hours to realize what I was told isnt true. It will also take well over two treatments to achieve the results. They dont tell you that you will need to spend three times this and three times the risk to get results. Complete shady operation and the lady enjoyed telling me sorry per the contract you dont get it back.

  I cancelled  two hours after booking (they were closed both those hours so no loss of business excuse) and 20 days prior to the first appointment. 
  

  Sincerely,
  

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

  Business Response

  Date: 10/14/2022

  We have tried to reach out to the guest on 10/13 as well as on 10/14 to resolve however we were unsuccessful and the guests voicemail is full. We encourage the guest to reach out to us at their earliest convenience so that we are able to resolve. Thank you.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18206012
  
  I am rejecting this response because:
  They have never called me once! They were supposed to call the next day after I purchased and after I had sent ******** from the zoom call that I was canceling the same night I purchased. She did say she was forwarded my case to the executive office but when I called they had no case forwarded. They told me the person who can refund isnt there and she would call me back next morning. She didnt, no missed calls and that would show of voicemail was full. 
  I called that morning she was supposed to call back and was on hold getting the run around again that nobody was available that handles refunds. I said Im not getting off the phone until I speak with someone as I was not called back. I finally got someone that handles that but she said my contract states no refund. She then pushed me to talk to one of their medical providers and I said no, Im aware of the risks and lawsuits now. ****** law states some and then others you can find. When I first called to ask about risks and the lawsuit I had heard about, I was told before being rushed into a zoom call, that I cannot believe everything on the internet and she has never heard of such thing and was going to look into it. Sure! Technically there isnt a reason to call me, I have already spoke to them and they refused. All they have to do is refund the card and this is over. I wont accept anything but a full refund as Im well within the 3 day contract law and they lied so that breeches any agreement on their end but again, they never informed me there was a contract that stated no refund. Anytime you schedule a consult with a surgeon, youre always told what is refundable and when you have to cancel which is always a two day advance notice. I feel 20 days is beyond acceptable and since the email of cancel was sent the same night and I called the very next day. I have the emails, I will need my husbands help on how to get them to you and I will. Hopefully I can respond to this again tonight when he gets home. If not I will wait to respond to the next one when he is home so he can make them into files on the computer to upload. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2022

  We have advised this guest that we are providing refund

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18206012
  
  I am rejecting this response because:

  becasue I still havent received the refund which was promised first thing Monday morning. 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/13/2022

  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've been in contact with ideal image since the beginning of the summer of 2022 regarding a medical contraindication for Brazilian laser hair removal. I informed Ideal Image of medical issues that wouldn't make eligible for the procedure. In the contract it states the only way to cancel/void a contract is for there to be a medical contraindication, however this company has dragged this for months without canceling the contract after it was discovered the a medical contraindication existed, and medical documentation was provided to them by my medical doctor( at their request) also confirming this. For months this company has failed to respond to emails and phone calls, and now causing the account to go into collections, because of he third party Ideal Image went through, refuses to cancel the contract without them signing off.

  Business Response

  Date: 10/13/2022

  Thank you for reaching out regarding your concerns. We have reached out to our medical team to obtain further information and will have someone reach out to you to resolve. Thank you.

• Initial Complaint

  Date:10/12/2022

  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.

  It was September 17 , the company charged my credit **** for loan and services I never got . I called the company to cancel the whole subscription just for them to tell me I cant get a refund I never showed them my id or anything so i dont know who signed me up for these services . The company doesnt want to give me a refund or help me with my dispute . Its either paid or my credit is messed up for life over a product I never got . The business has not tried to help or anything .

  Business Response

  Date: 10/12/2022

  We will have someone reach out to you to resolve your concerns. Thank you.

• Initial Complaint

  Date:10/12/2022

  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 have been a loyal customer to ********************** for many years. I had purchased under arms, legs and face. I unfortunately fell Ill with long **vid and was unable to **mplete all my treatments in an attempt to finally reschedule now Im being told I have to pay ** pays for each body part as my **ntract expired. I would **nstantly call and get the run around from your office and requesting my credit card **nstantly. Im requesting a call or a way to handle this.

  Business Response

  Date: 10/12/2022

  We are happy to resolve this by extending the treatments to the guest that were not completed. We will have someone reach out to the guest to resolve. Thank you.

  Customer Answer

  Date: 10/14/2022

   
  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:10/12/2022

  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.

  On 07/27/2022 I had my first consultation for laser hair removal. The consultation was done online, and I was told I was a good candidate even though I had not gone in person for the consultation to get evaluated. The consultation felt very rushed, and I felt extremely pressured into signing the contract. I had to pay $2,726.82 total which included a lifetime membership that I had not agreed to and was not informed about during the online consultation. After I got done with my online consultation, I felt uncomfortable with how rushed everything felt. I tried to get in contact a few days later to cancel, and my case was opened but it had never been resolved. Trying to communicate with Ideal Image felt almost impossible as I was redirected, or no one would answer. Eventually, I had to cancel my upcoming appointment and I was never able to re-schedule since all of the appointments were already so booked out. It has been three months and I have not received any treatments at all. This whole situation is a huge mess and I am paying a lot of money for services that I have not yet received. The contract is valid for a certain amount of time and I am already three months in with no treatments. This whole process has been extremely overwhelming, so I eventually tried to contact customer support again to cancel my procedures and get a refund. I felt as though I was paying way too much for services that I wasn't receiving, and as a struggling college student, I wanted nothing more than a refund. I contacted customer support several times, and no one was able to help me. I am very upset with the services and how much pressure I felt during the consultation to agree with this. I did not sign a loan, I paid $2,726.82 in total. All I want is to cancel this nightmare and receive my full refund. Thank you for your time.

  Business Response

  Date: 10/12/2022

  We will have someone reach out to the guest to resolve. Thank you.

  Customer Answer

  Date: 10/13/2022

  I do not wish to accept this, all I will be told is that I can't get a refund. I do not see the point in accepting your call when my demands won't be met. I wish to resolve this issue, I am spending close to ***** dollars on services not provided, this is ridiculous. I am furious with the services and your consultations need to make it clear to future customers that this contract that is being pushed onto us is non-refundable. I would have never signed if I had known. Thank you. 

  Business Response

  Date: 10/14/2022

  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:10/11/2022

  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.

  The details of the services were not properly disclosed during the consultation. The transaction felt rushed and pressured with urgency to sign and agree to a contract without fully disclosing details of annual memberships and lengths of treatment. When reaching out to the consultant after viewing the treatment plan which was not provided during consultation, they refused to acknowledge details were not given during consultation and immediately refer to the no-refund policy.

  Business Response

  Date: 10/12/2022

  We will have someone reach out to you to resolve. Thank you.

• Initial Complaint

  Date:10/11/2022

  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 was manipulated to purchase a set of IPL services that I was told over a zoom call assessment where you can't really medically examine the skin through, that it should treat an issue I had. I then was rushed to sign a loan with Ally (lending company) for $2600 and before I know it I'm stuck with this amount! Weeks before my first scheduled appointment, I decided to consult a REAL dermatologist who can PHYSICALLY assess my problem and assure me those services would help! Sure enough the doctor not only warned me that this WILL PERMANENTLY worsen my case, but those services might be grounds for skin cancer in my situation! Terrified I rushed to call Ideal Image to get this whole thing called off and the loan refunded to Ally, but "*****" the rep was not happy! She was SO RUDE and hung up on me! However she told me to call the loan company and ask them to release me from the obligation. i called (Ally Lending ) but they said we already paid Ideal Image! You need to call them and ask them to refund us! I called Ideal Image again and this time ***** was upset that I disputed the loan amount! I explained this is what ***** your rep said what I should do! He said well, we will simply decline the dispute cause we have the right to. And you signed a contract that the money is not refundable. I said I was never told that! And I have a medical doctor advice to not do the services!! He said maybe use the money for laser hair removal instead, Or gift it to someone! I said I don't need laser and I won't gift anyone a $2600 gift! He said good luck then! Wait for the resolution! Obviously they declined the resolution and they offered me instead a $500 refund to terminate the agreement with legal terms that implies that for me to get this (only $500 out of an original contract of $2600) I agree to forfeit any rights to contact the bbb or any social media platform or legal parties. I obviously declined the offer and I'm contacting the BBB for a satisfactory resolution attempt.

  Business Response

  Date: 10/11/2022

  This has been resolved via a financing dispute. The guest was fully treated for all other services on contract and was returned the funds remaining for unused services. There will be no further resolution. Thank you.

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18195615
  
  I am rejecting this response because:

  The business only refunded a $500 out of a $2600 charge and CLAIMS they provided services with the rest of the amount which they didnt! I did ask them numerous time to send me a complete statement with clear description of what those services were, unit prices, dates and locations they were performed. But of course they never did. 
  please find attached a copy of those emails that were never answered  

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

  Business Response

  Date: 10/14/2022

  Guest purchased Ultherapy Full Face for $1,462.37, BBL 3 pack for $662.63, ********* in the total of $202.30 and the Lifetime Guarantee Membership for $250.00 coming to a contract total of $2,577.30. Guest treated Ultherapy on 7/31/2022 at the ***** Washington Heights location. The guest opened a financing dispute in regard to the BBL treatments purchased. When a guest opens up a formal dispute with a bank/credit card company, they are representing the guest on their behalf. At this time we have come to an agreement with them and the guests 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. The dispute resolved with a refund of $562.63 due to the $100.00 admin fee. Thank you.