Complaints

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

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  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 Laser Hair Removal of Augusta

  339 Furys Ferry Rd Ste 2 Martinez, GA 30907-3072

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  Ideal Image

  119 Fairfield Ave Unit 6 Bellevue, KY 41073-1184

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  Ideal Image

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

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:03/29/2023

  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 had a zoom consultation on March 24th for cosmetic services. It was for information purposes and possible future services. I was very upfront that I was looking at different providers and costs. i was given a price and pushed to set a date. I inquired multiple times about the cancellation policy. I was told that it could be as little as 24 hrs before the appointment time which was set for April 7th, 2023. Never once was I told that I was paying up front for services. I was asked to put in my card information to hold the appointment. When I saw the charge on my card today, March 28th, I cancelled the appointment and called to inquire about the refund as I wasn't aware I was even charged. I was told that were no refunds after 3 days. Of course I am 12 hours past that deadline. No amount of explaining my case made any difference to them, although they were professional. I know the consultation was recorded and I asked them to check the recording to confirm my account. I suggested that they could keep the $299 contract fee, but I had no intention of paying for product that I was not going to use. No resolution. Absolutely terrible shady tactics to con people into buying services without even stepping foot into their offices.

  Business Response

  Date: 03/29/2023

  After review of this consultation, the client inquired regarding cancellation of appointment not her contract. She was advised appropriately 

• Initial Complaint

  Date:03/29/2023

  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.

  Today, 3/27, I made the decision to research obtaining lip filler treatments in my area. I found Ideal Image on a ****** search and called for more information. I talked to a consultant, she said she'd find an appointment for me and get back to me. Now, during this process, I had also put my credit card into a form which I was led to believe was just to hold for the appointment. However, my card was charged for ****** today, before I had even gotten an appointment. The credit card form even said I would not be charged. When I called this evening, they had informed me that I had signed a contract! How? I was astonished, because no one had said even one word about a contract or being charged today for anything. I am completely astonished by this situation. I feel throughly taken advantage of, and find this to be exceptionally deceptive.

  Business Response

  Date: 03/29/2023

  The contract states that a credit card is held on file for future touch up appointments and not charged until you receive touch up. The rest of the contract broke down the financial agreement you agreed  to including the down payment and monthly payments as well as the fact that services are non refunable.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19860322
  
  I am rejecting this response because:

  I was not told I was signing a contract and was not told I was being charged at the time I was being consulted.  I still do not even understand what has happened and would like my money refunded and whatever the contract is to be dissolved.  I was only told an appointment was being booked.  I had not even intended to pay with that particular card during my appointment.

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

  Business Response

  Date: 03/30/2023

  We will have someone contact you to discuss further

• Initial Complaint

  Date:03/27/2023

  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.

  Hi, I feel that this was a waste of money, I was sold the face treatment , the one that ***** really bad, and cool sculpting, but when I get to the place, the day of my appmn. I was told and realized I was sold a lie because I was told I was a perfect candidate for both of the procedures, but the day of my appointment the arm cool sculpting, based on what she explained,. The fat I was told I could get rid of end up being an area that u guys don't treat ... Not only that but my next appmnta is coming up in a few weeks if I'm not mistaken, and I lost all the sensitivity of the treated area.. I was sold a lie.. I have to pay now 4 thousand on a treatment that I don't want to have again.. I completely lost sensitivity and didn't do anything to get rid of the fat . This was the biggest mistake , I was sold on something and then ended up being not good for me... My nerves are bad... I do not want to have anything else.. The treatment of. My face, mini lift,. Did nothing at all .. I don't think it's fair I pay for. Services that clearly wasn't for. Me.. And they don't work... I've heard a lot of complains... And is very shameful that I now. Have this big debt for something that damage me and the area. Treated was not the area I was sold that I was gonna get treated. Im very upset very depresa that this turned out this way. ... I feel. Like u guys should wave my debt , or. Cut it on half... I dont wish to have anything else done.. I don't ever wanna step in an ideal. Imagine again.. This is really depressing.... Please help...

  Business Response

  Date: 03/30/2023

  We encourage the guest to reach out to the clinic however the side effects that the guest is describing is normal. The contract has been uploaded for the guest to review. Ultherapy takes up to 6 months to produce *** results, which the guest was treated around 2 months ago. CS can also take months for results. We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. 

• Initial Complaint

  Date:03/27/2023

  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 purchased cool sculpting to my neck on 7/7/22 and the person selling me it told me nothing about an expiration date on my services. After my treatment I was told by the office that someone would call me to come back in 8 weeks for my second treatment. Come March of 2023 no call so I finally called ideal Immage and the person on the phone told me that my contract was expired. I had asked what the repercussions would be and she told me it would have to be approved to extend. I asked if it was denied what would happen because no one had called me to reschedule like I was told during my appointment and the person told me I dont know why people have to be so negative itll probably be approved which was kind of rude considering no where in my contract was an expiration date. However she was right and it was approved I had my second appointment 3/23/23 however come to find out because no one called to schedule me 8 weeks after my first session I probably wont even see results the nurse told me I could buy a second treatment to schedule in 8 more weeks. Its sad that I paid this much for a procedure that wouldnt work because this company didnt complete their due diligence. I would like a refund for the second unit because it was pretty much a waste at this point. If not I would like others to know how this company is scamming people into buying more treatments by not following up like they say they will.

  Business Response

  Date: 03/27/2023

  This guest is now fully treated

• Initial Complaint

  Date:03/27/2023

  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 inquired about additional services such as cool sculpting and they have me go through an application to apply for the loan, plus I gave a credit card just in case, they charged both my credit card and the got paid from ally bank for the loan but refused to give a refund, I told them its too expensive and I would like to cancel the service and get refund for both, they refused to. I have an on going treatment with them for a completely different service, they even put a hold on that until I cleared the balance from the cool sculpting which I never did. ** other service was paid in full now they are refusing to continue with that treatment until I pay off for something I never received, they are scams.

  Business Response

  Date: 03/27/2023

  We issued refund back to the lender and her Credit card.  Guest is able to schedule treatment now, please contact your center to schedule

• Initial Complaint

  Date:03/22/2023

  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.

  Ideal Image scheduled and held a virtual consultation with me. During that call I was sold 4 CoolSculpting treatments, 2 for my outer thighs and 2 for my inner thighs. The consultant told me I could finance it for 0% interest if approved. She had me apply and approved me during this call. I was billed and made my first payment before going in for my first treatment. On January 11, 2023 I went in to have my inner thighs treated. At that appointment I was told that I did not have enough fat on my outer thighs to treat them with CoolSculpting. They told me they could treat a different area. I told them that the only reason I chose to purchase the treatment was for my outer thighs and that if I could not have them treated I did not want any other treatment. I have spoken with the Lead Ideal Image ********************* Specialist, ***************************, who was unsympathetic to my concerns and offered to provide other treatments as a form of resolution. I told her that I wanted a refund if I could not have the services provided that I was sold. She did not seem to care and dismissed me on the phone. I called and spoke to ***************************, an aesthetician at Ideal Image on 02/13/2023. She listened to my story and agreed that I should be refunded, and would refer me to regional management, and that I should hear from them soon. I have not hear from anyone. I do not feel that Ideal Image has been responsive to my complaint. I am currently paying $164.18 per month for a total of $2962.22 for services that I only received 50% of (2 inner thighs).

  Business Response

  Date: 03/22/2023

  We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. The guest was offered to switch to other services, gift to another individual or resolve with treating another area. In addition, the guest was offered to treat at another location or be treated by another medical professional. The guests purchase ********* not areas therefore the guest is not eligible for refund. A copy of the contract has been uploaded for review.

• Initial Complaint

  Date:03/22/2023

  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 was sold a body sculpture,,But was only received a tens unit treatment. I told them this is not what I wanted that I wanted to cancel. They said they would, but never did they tried to offer me the body scalping for a much higher price and I declined, but they went on and forward it to ************ now I am being hassled every month for payment. I have tried to settle this several times with Ideal Image and theyre doing nothing about it. I dont understand why ******** doesnt read all the complaints from the Better Business Bureau and help me with this matter also. Ladies stay away from Ideal Image. Somebody should do something about this and have them shut down. bottom line is I did not receive any service, but being charged for it!

  Business Response

  Date: 03/22/2023

  The guest has completed two out of the 3 cycles. The guest is welcome to use the last remaining Cool Tone cycle or move the funds to another service. We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. Contract has been attached for review. Thank you.

• Initial Complaint

  Date:03/22/2023

  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.

  In spring of 2021, I purchased botox unit with Ideal Image. I was told that they did not expire. I did verify this as I was trying to get pregnant. Shortly after, I became pregnant and had 49 units remaining. At 6 months postpartum, my physician said I could get resume botox. When contacting Ideal Image, they told me my units had expired, but they could reinstate them. I didn't make a big deal about it since they were able to get reinstated. Then I was told that I couldn't use them due to breastfeeding. Once again, I did not make a big deal about this since I would just follow policy and wait. At 1 year postpartum, I finished breastfeeding and went to have the units transferred to my current location. I'd relocated to ******* for school. The location near me, ********************, told me that corporate would have to credit the units due to the location being franchised. Corporate is now telling me that they will not credit the units since they were reinstated units. It's actually hundreds of dollars and a major issue for me. I'm only attempting to follow policy and use a product that I have purchased.

  Business Response

  Date: 03/22/2023

  This has been resolved. Thank you.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19630734
  
  I am rejecting this response, because I made this complaint after talking to executive client care. The person I talked to, who did not give me their name, was very rude and unprofessional. She refused to take my complaint serious and did not give me any reasonable options. She said in the message that she left me "we cannot complete the transfer request until we speak". Then when I returned her call and we spoke, she said that they would not complete the transfer, thus having mislead me from her message. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/30/2023

  We apologize about any confusion. The transfer of this purchase is not accepted at Franchise locations as it is a live product from inventory. The guest is welcome to use this at any corporate location. Thank you.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19630734
  
  I am rejecting this response because according to the franchise which is close to ************* can refund me to use the funds with their location. They stated this is not the first time they've done this. The closest corporate location is 2 hours away. This is unreasonable as the only reason I did not use the credits prior to moving was following policy. Despite the fact my doctor stated I could safely receive botox while breastfeeding at 6 months postpartum, Ideal Image did not want me to use them while breastfeeding. So, I followed their direction and waited until 1 year postpartum and discontinuing breastfeeding. I am unable to travel 4 hours (2 hours each direction) for a treatment that I could receive at an Ideal Image 15 minutes away. I've used and transferred Ideal Image credits to different locations many times (******, Middleton, Summerlin, ***********).  I have been a loyal customer for years across many states.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/07/2023

  The services have expired and therefore a $0.00 contract was created. This will not be honored at a Franchise location. We apologize but the guest will need to be treated in a ********* clinic to use the remaining Botox units. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19630734
  
  I am rejecting this response because: the credits were only expired due to not using them from pregnancy and breastfeeding. I was following Ideal Image's policy. First of all, when I purchased them, I was told they didn't expire. Second, if I'd been notified that reactivating them would change their value to zero, I wouldn't have done it. I would like a refund for the original purchase amount.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2023

  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 had an appointment scheduled on Saturday 3/11/2023 at the ************ location. I was not able to receive treatment because they said it was too close to my last treatment. I explained that I made a mistake on the form with my last treatment date and I also corrected it. They still turned me away. They said I would have to wait another month. The nurse refused to even come out to talk to me. The young girl at the front desk should not be in customer service. She was really rude. ********************** makes you pay upfront and I had a loan so I can be on a Payment Plan. No other Botox/ medspa charges clients up front. They charge after you get treatment based on how much product is needed. This company is a rip off. They tried to say I could go to a different location. I dont want to go to any ideal image. All I want is a refund. They will not refund me. I havent had any treatments.

  Business Response

  Date: 03/22/2023

  We stand behind our service agreement and the commitment it offers. We are happy to provide resolutions to resolve within the terms and conditions stated in the contract, but refund is not an option. All guest are provided their service agreement to review and sign prior to committing. Understanding your Service agreement means you understand our refund policy. Please review contract that has been attached. Thank you.

• Initial Complaint

  Date:03/22/2023

  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.

  On February 13,2023 I have a zoom consultation with an employee named *************************** for ideal image services. During that zoom I mentioned multiple times that there would be a chance I wouldnt go through with the services and wanted to confirm if I did not that I would not be bound to anything. *************************** told me during that zoom call which was recorded that I was in no way obligated to pay for services I did not get.On February 24th I had my first appointment scheduled at their **********, ** location. During this visit I stated that I wanted the numbing cream their provider said because I was nursing I could not use the numbing cream so I decided to not use their services because of the pain laser hair removal has caused me in the past. The manager at that office called whoever and stated that would be alright and reassured me that I would not have to pay for any services I did not receive. Fast forward a few weeks and I receive a bill from their loan company Aly. I called them and let them know I was not using their services and I thought that was relayed to them. They said it was not and they would dispute the loan since I did not and will not be getting any devices from them. Since them I receive multiple calls a days from numbers that show up as spam risk on my phone. The man I spoke to was very rude always yelling at me telling me its my contractual agreement that I have to pay for this loan even without the services. I explained to him that I was told by ****** employees during the consultation phases that I would not have to.This company will most definitely scam you into paying them in anyway they can and I want my contract terminated!

  Business Response

  Date: 03/22/2023

  This has been resolved. Thank you.

  Business Response

  Date: 03/22/2023

  This has been resolved. Thank you.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Literally nothing has been accomplished. When I called the company to discuss options they said I don't have any, I have to pay for this loan if I decide to take their services or not. They said it will hurt my credit if I don't start paying soon. Every person I spoke to with this company after I decided to not do the laser hair removal has been extremely rude and condescending. However before they get you on that initial consultation call they are all so nice and helpful and will do anything together you to quickly sign that contract! Even if I changed my mind and wanted a service from them I would never want to do business with people like this. I want out of this contract due to the fact that multiple employees told I WOULD NOT HAVE TO PAY FOR A SERVICE I DIDNT GET. This was my one and only fear and my one and only question that I asked multiple times on my consultation call and upon may rrival to my first appointment because I was afraid of the pain. When I arrived at my procedure they said they could not give me numbing cream so I said never mind and they told me I wouldn't have to pay. It is all a scam to get you to be locked into the loan. Apparently they don't trust their services/products enough to get customers, they need to trick you into a contract. And again they lie by responding to my complaint with "this has been resolved" because they want me to easily go away.

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

  Business Response

  Date: 03/30/2023

  This has been resolved, Please contact the third party lender for confirmation

  Business Response

  Date: 04/11/2023

  This guest was refunded in full on 3/22/23