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

1,086 total complaints in the last 3 years.
216 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: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.
Ideal Image is the worst Ive ever dealt with. Had a virtual consultation with someone in a different state and she said Id be a great candidate and immediately took my money. Fast forward to my appointment the provider said you arent a candidate and to get another service.. no. So I contacted them and they gave me a ***** number saying they have to do the refund but the wait will be two hours I have a job. Every single day this week and I have called (never once gotten through) and they have an automated person say if you would like to hold ur place in line and have someone call you back when its ur turn press star so I hit star and guess what nobody ever calls me back. I need my refund today I shouldve had it already this is insane. I swear when I finally speak to someone if they try to say the refund will take days to process Im going to lose my mind. Im so sick of this.Case Number ********
Business Response
Date: 03/22/2023
This guest has an open cases that is under medical review. We will have someone reach out to the guest as soon as possible. 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.
I have been using ideal image fairfax location services for a while. The experience hasnt been pleasant because they keep cancelling appointments for no reason. When I call to re schedule they tell me there is not availability. This is very frustrating because this appointments are booked months in advance and paid for. They are very at charging the money and not providing the service. I have tried to contact management to solve this issue or get a refund and nobody picks the phone or answer emails.
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. We encourage the app to take advantage of the Ideal Image App to schedule appointments. Thank you.
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 have called for days to get resolution on a refund.3/10 someone will contact me to process my refund 3/14 called 954 kept me on hold for 48 mins and told me to call 800 number 3/14 Called 800 number asked for a call back never happened 3/16on hold for 28 min with ************* 3/16 spoke with *** told me to call 954 number Called ************ 40 min hold 3/16 called 800 number ***************** up 3/16 called back 1 hour 32 min ***** told me I need to speak with ****************/16 another 42 min *******. ******* will send me docs in a few to process refund Never received docs 3/17 ***** on hold for 2 hours will have ******* and manager call me back I want a refund on the services I have not completed
Business Response
Date: 03/22/2023
This has been resolved. Thank you.
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.
On February 21, 2023, I purchased Ultherapy treatments through Ideal Image via a Zoom call with a representative that was in ****** (I live in ********). My treatments were scheduled in my area in ************, **. I purchased the treatments with the representative and attended both of my appointments. Upon review of my receipt with the nurse who provided the treatments, she stated that one of the treatments listed isn't even valid. It was called "Ultherapy additional lines" and cost me $480.28. I tried to reach the representative in ****** to no avail. The facility where I received the treatment could not refund my money because I did not purchase through them. After this experience, it is clear that the representatives (salespeople) and the facility that provides the treatment are not connected somehow. Although the facility was very accommodating and apologetic, the company itself charged me for a treatment that I didn't receive. I'd like the money that I paid for the non-treatment refunded.
Business Response
Date: 03/22/2023
This guest has been in for treatment and has treated the additional lines of Ultherapy. Additional lines are offered to guests for laxity to increase the amount of lines treated during treatment. Thank you.
Customer Answer
Date: 04/24/2023
The response states that I received the purchased treatment when the "extra lines" which cost over $400.00 is not valid treatment. I cannot receive what doesn't exist. I received an Ultherapy treatment which I am willing to pay for, but the "extra lines" cost an additional amount and I am unwilling to pay for something that I didn't get. When I spoke with the service provider about the "extra lines", she stated that there was no such thing.

I did not respond sooner to the company's response as I was unaware that they responded. I am still requesting that the amount of over $400.00 be refunded.
Business Response
Date: 04/24/2023
The guest did treat and is not eligible for refund. Please review previous message. If additional questions exist please reach out to the clinic to discuss treatment and what was received. Thank you,
Initial Complaint
Date:03/17/2023
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.
Paid $1200 for laser hair removal on my upper lip and chin *** pregnant and told the location I got pregnant and some lady told me that my treatment would be postponed well whatever employee that was never did anything. Now they are trying to make me pay my lifetime touch up which is more than I paid per session? I want my remaining 3 treatments done that I paid for.
Business Response
Date: 03/17/2023
The contract is for 5 paid sessions and up to 4 touch *** at no cost. The guest is fully treated. The guest is welcome to use their lifetime or purchase the lifetime guarantee to come in for touch-***. Thank you. Please see contract that has been attached for review.
Initial Complaint
Date:03/17/2023
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.
My package was for the cool sculpture sold for about ****. They told me procedure had to be done every two weeks otherwise was not going to work. I mentioned at the time that my availability was limited and they said they were going to own me the times which didnt happened. I did 6 treatments that took longer than they told me. Emailed several times and nobody reached to me. Called today and said I wanted to buy a package and when they transferred me I was able to explain my complaint. *** told me I had done 7 treatments which is a lie. I did 6. And he told me that I will never get refunded because I sign an agreement. Well the procedure is false advertising and as soon as you pay they dont care if you get in or not. I was lied to and I want full refunded
Business Response
Date: 03/17/2023
There seems to be a misunderstanding on the time frame and how Cool Tone sessions work/scheduled. The guest has completed 6 treatments at this time. We are happy to send the guest the session that was not completed via email but the guest is not eligible for a refund. Thank you.
Initial Complaint
Date:03/17/2023
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 lip filler done at ideal images on 03/14. I woke up with extreme pain, burning and swelling in middle of night. I called the next morning 03/15 and went in. They stated it was a vascular occlusion which is a rare medical emergency (less than 1%) 3 nurse practitioners there have never seen it before. They printed a protocol and began to try injecting my lips without telling, risks of the acid dissolver or the plan. They had no experience. They had to call in a trainer from ******* to come assist (after 20 injections and 5 hours of trying) and then also consulting with their regional trainer over the phone who was also unable to fix the problem. There was no doctor that ever saw me. I was in clinic over 8 hours with over 4 people injecting 30 times into my lip with no numbing medications/pain medications. They did 14 vials of dissolver in 8 hrs. They did not get it resolved but since clinic was closing they had me go home and want me to come back the next day for the chief medical officer (who is a doctor) to evaluate. They discouraged me from going to ER as they said I would have to wait and time is tissue. , They broke hippa as my picture was on a computer screen easily seen walking through the clinic by others and on iPad. No discharge paperwork was given. I believe medical malpractice was for sure in play and not to mention the ***** violations. It was pure torture. I went to different facial surgeon who said it was not a vascular occlusion and they treated wrong. I went back to ideal images 3/16 and their own Dr said that it was not an occlusion and could not explain why they continued to inject dissolved except for they followed protocol. He said the protocol is wrong as heat being applied made the situation worse. The clinic used the wrong protocol and misdiagnosed. Had this doctor been called in the day after he could have saved me over 20 injections, 12 vials and EXTREME pain. They were not trained and did not have access to a professional
Business Response
Date: 03/17/2023
We have spoken with this guest in regard to her concerns. There will be no further resolution. The guest was offered to refund the remaining syringe on her account. She is welcome to sign the Refund Release Agreement if she chooses to do so.
Customer Answer
Date: 03/20/2023

Complaint: 19605048

I am rejecting this response because:
The business had to remove the product I paid for out of my face due to likely mis placement. They failed to get all the product removed which led to skin necrosis and dying. They had to remove the product and fail to refund me for what I did not get. Also will not pay for the treatment I had to get elsewhere due to their misdiagnosis.

Sincerely,

*************************
Business Response
Date: 03/30/2023
We have offered refund of services injected. Services received at other companies are not the responsibility of Ideal Image
Initial Complaint
Date:03/17/2023
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.
In March 2022 I signed a contract with Ideal Image for laser hair removal (underarms++).... the contract is for unlimited sessions for 16 months; however... "unlimited" is not completely accurate because you are not allowed to just go whenever you want - each session must be separated by 6-8 weeks. I have NEVER missed an appointment. I always schedule my next appointment the day I finish a session and I do it as early as they will allow me so that I get the most out of what I paid for. THE PROBLEM: IDEAL IMAGE has cancelled TWO of my appointments. The first time, a provider was "sick" so they had to reschedule my appointment. They did not have any openings that worked with my schedule so I completely missed an entire session and it has not been offered to make up for that - despite my verbal complaints - in person. I had called on a few occasions to see if any "last minute openings" came up, but I was never lucky enough. Now, again today, I just received a text message stating my appointment is cancelled for tomorrow due to provider termination. I called the office I go to (in ******, **) and spoke with someone who was very friendly but again, because of my limited schedule - I am being pushed out one month and therefore I'm going to lose out on TWO sessions by the end of my contract.
Business Response
Date: 03/17/2023
We are happy to extend the guests contract as this is an easy resolve through our customer service team that we suggest calling before going through BBB. We have extended the contract for the guest for the time lost. Thank you.
Initial Complaint
Date:03/17/2023
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 was suppose to do a 2 step process.first the neck then the face. Ideal Image set me up with ********* to get a line of credit. ********* was billed for the entire amount and processed the entire amount before all the work was done. I had the first step done but it was so painful, I did not get my face done. I have attempted several time to get Ideal Image to refund me but they keep me on hold then disconnect **** am on hold again today and I am really getting mad cause it has been since June 2022 and the refund is over $1,000.
Business Response
Date: 03/17/2023
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. A copy of the contract has been uploaded for review.
Customer Answer
Date: 03/20/2023

Complaint: 19604068

I am rejecting this response because:
It is referencing the "membership agreement ". My complaint is being charged for and them being paid for services not received.

Sincerely,

*************************
Business Response
Date: 03/30/2023
Our response is in regards to your service agreement in its entirety

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
Customer Answer
Date: 04/03/2023

Complaint: 19604068

I am rejecting this response because: they did not provide the service they were paid to do. It's like me paying for a car and not getting the tires. Nothing g in their service agreement says anything about how they would deal with not providing a service e paid for in advance.

I will not do business with this company.
I require a refund for the 2nd step of the procedure I paid for upfront.

Sincerely,

*************************
Initial Complaint
Date:03/16/2023
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.
Will not give any refunds at all not even in the first 24 hours Ideal imaging called me because I was looking for prices on Botox online and as we have to fill out all of our information to get find out about the service . So they called me I said to them Im pretty sure you dont have a place in ********** and they told me yes we do at liberty ********* I live off of *********************** in Sicklerville and we have a liberty Plaza five minutes up the street .they had me thinking this was the place the hole time on the phone .they had me on the phone for over one hour trying to get me to put down a down payment. She told me I can always cancel and get a refund at anytime let me just put it through and as I give her the information and I asked for the address and she kept hesitating on this say oh hold on wait let me see oh its in PA I said no no I dont go over the bridge I need to cancel this and get a refund. And she told me she needed to make a call and she would get back to me . Of course she never did and as soon as I hung up, I sent a emails saying the same thing that I needed a full refund no one respond back sent one more no response back I called today and the guy said there are no refunds since there is a place within 60 miles of your location . So the whole time this lady repeatedly was telling me I could always get a refund for my money back if there was any problems was a complete lie. Do not use ideal imaging, unless you like dealing with people that are deceiving. Oh I was told it was $795 for the down payment . But they took $890. As a down payment
Business Response
Date: 03/16/2023
This has been resolved.
Customer Answer
Date: 03/19/2023

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. But I still need to warn other potential clients to be very careful with ideal image because One they miss leading me on a location near me theres no ideal image in ********** and then they wanted me to go out of state for their service and I was informed that at any time I could get a full refund and I cant sold as soon as I paid and I was told that there is no refunds at all from The gentleman that I called I was very upset because this was not a little fee this was hundreds of dollars and how dare one person tell me I can get a refund at any time and then when I try to get it they tell me no refunds if it was not for me fighting to get this money I would not have gotten my money back I called and talked to so many people and even after I was told I would be getting my full refund back. They were still calling me trying to set up an appointment for service and I sent three emails to make sure everyone knew what was going on and nobody would get back to me on them .

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

Complaint statuses

Business Response

Customer Answer

Business Response

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

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Ideal Image is NOT a BBB Accredited Business.