Business Profile

Medical Spa

Ideal Image

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Important information

Customer Complaint:
Ideal Image has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the business at [email protected] prior to contacting BBB.

Complaints

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

Customer Complaints Summary

1,710 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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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:02/28/2025
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.
Date of Transaction: Dec 17th 2024 Service Provider: Ideal Image, Schaumburg Illinois Loan Provider - Patient Fi ( paid $4368.10 to Ideal image) I am on payment plan.Amount Paid: I paid $120 to ***************** Requested: Cool Sculpting on arms, flanks, and abs Nature of Dispute: Refund for a service not provided Business Response: Unresponsive & dismissive of concerns I am writing to formally dispute a charge with Ideal Image and request a refund. Due to my medical condition, Raynaud's phenomenon, which causes sensitivity to cold, I cannot proceed with the Cool Sculpting treatment. Initially, Ideal Image required medical clearance from my doctor before proceeding with treatment. Ideal image clearly stated they cannot treat without medical clearance and sent me back. I was not aware that I had ******** until they insisted me to see the doctor and get it diagnosed. However, I told Ideal image about my diagnosis on February 21, they now state that the condition only affects my arms and suggest that I continue treatment in other areas. Due to the potential risks associated with my cold sensitivity that can affect any part of the body, I am extremely uncomfortable and anxious about taking any further treatment. Under Ideal Image contract, I should receive a full refund for any medical concerns and unsatisfied treatment. Despite my efforts to communicate the risks and provide evidence multiple times, the company has refused to issue refund for treatment I can never take. This experience aligns with numerous reviews labeling their pattern as a scam. I have also contacted PatientFi (my loan comp) to dispute payments to Ideal Image and investigate this matter. Attached are my doctors letter detailing my condition, the Ideal Image bill, and Ideal image form requesting medical clearance I kindly ask that you assist me in ensuring that the contract is cancelled, and refund is processed to loan provider.Thank you for your attention to this.Sincerely,******* ****
Business Response
Date: 03/03/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 03/03/2025

Complaint: 23002646

Thank you for looking into this - I really appreciate this!
I am rejecting this response because:
The client support team has dismissed my medical condition, stating they require a doctor's clearance letter explicitly indicating that I am not cleared for CoolSculpting. However, my doctor cannot provide such a letter; she can only confirm my medical condition. Ultimately, the decision to proceed with the treatment, despite the risks, is mine.
I previously submitted documentation confirming my diagnosis of Raynaud's and sensitivity to cold temperatures. Despite this, they denied my refund and suggested I could continue treatments in other areas, which makes me uncomfortable. If something were to go wrong, who would be accountable? They also mentioned that their medical nurse approved the treatment, raising the question of how a nurse can override a doctor's note.

I also requested written confirmation explaining the denial of my refund and the additional information they require from me. They replied that they cannot provide an email and directed me to refer their website instead.

Overall, I find the responses from their client support team, particularly from ****, to be unhelpful and unprofessional.
Please help me.

Sincerely,
******* ****
Business Response
Date: 03/04/2025
Our Medical professionals have deemed you safe for treatment. We are happy to safely provide you with the treatment you purchase, but also respect you and your doctors wishes not to continue. We have not found you to be contraindicated for the purchased treatment so refund is not an available option but we are happy to provide a store/account credit towards a different purchase
Customer Answer
Date: 03/05/2025

Complaint: 23002646

I am rejecting this response because:
Their response states that their in-house medical professionals have deemed me safe for treatment, but this contradicts the medical advice of my own ******* *** has personally examined me and confirmed that I have a condition that makes cold temperatures medically unsuitable. Cold exposure can constrict my blood vessels, reducing blood flow, which may worsen symptoms in conditions like Raynauds, leading to numbness, pain, or even tissue damage. Abs, flanks areas are using cold temparures for prolonged hours and I am extremely worried about my safety.

Key Issues With Ideal Image Response:
**** Doctors Medical Assessment Has Been Ignored
My physician, *** has direct knowledge of my medical history, has confirmed that I have Raynauds and cold sensitivity, making extreme cold exposure potentially harmful to me.Medical decisions should be based on an individuals health risks.

Ideal Images medical professionals has never personally examined me, yet they are dismissing my doctors expert medical opinion. Despite this, the ideal image technician refused to proceed with my treatment, stating that she cannot treat me if there is no medical clearance due to my Raynauds condition. Yet now, they are going back on their word and clearly do not care about the patients safety and health.
2.Their Definition of Not Contraindicated Is Misleading
Just because Ideal Image states that I am not contraindicated does not mean the procedure is safe for me given my medical history.
Medical unsuitability is still a valid reason for a refund, even if the procedure is not universally contraindicated.

******* Credit Is Not a Fair Resolution
I purchased a specific treatment that I can no longer undergo due to medical risk. Store credit is not a reasonable solution, as I did not agree to buy general services from Ideal Image.
I should not be forced to spend money on a different service simply because the one I originally purchased is unsafe for me.
Request for Resolution:
Given that I cannot safely proceed with the treatment and have provided medical documentation supporting this, I am humbly requesting that BBB urge Ideal Image to issue a refund rather than pushing store credit. I do not understand how its legal for them to keep money for service that I cannot never take and is medically unsafe for me.

I am kindly trying again and I askthat this case be reviewed again with fairness and consideration for my legitimate medical condition.
Sincerely,
******* ****
Initial Complaint
Date:02/26/2025
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.
I scheduled two cosmetic services to be performed on March 4th. After having considered it for a couple of weeks and having spoken to several people about it, I decided I did not want to proceed with the services. I called 6 days prior to cancel. The only cancellation policy I had made aware of said that if you cancel with less than 24 hours notice, a $50 cancellation fee would be assessed. No mention of forfeiture of my deposit should I change my mind and no longer wish to proceed. I received no services. I didnt even receive an in person consultation which is one of the reasons I chose to cancel. One of the recommended services was actually completely inappropriate for one of my concerns. Im just asking for a refund of my deposit as no services were provided or received and it seems deceptive to take the deposit without informing the guest that their deposit is non-refundable should they change their mind.
Business Response
Date: 02/27/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:02/26/2025
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.
Purchase made on January 30th Fillers: $1,933. 91 Wrinkle relaxer: $1,071.09 Services received:1 Filler: $483.48 Wrinkle Relaxer 60 Units: $537.04 I contacted the clinic on 2/26 and asked to be reimbursed the remaining balance I have not used: $1,984.48 only to be informed that 'refunds' were not allowed. I am not asking to be refunded on the amount spent but due to being dissatisfied with the service/procedure that has left me uncomfortable and my vision impaired, I will not be seeking further treatment from this facility.
Business Response
Date: 02/27/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 02/27/2025

Complaint: 22993839

I am rejecting this response because: I did not see the contract during the sales call, only the summary of services purchased and was not advised to read the attached 19 page contract document before purchasing the service. The cancellation or termination of services is buried on page 15 which I was not made aware of during our call.
Sincerely,

******* Forward
Business Response
Date: 03/03/2025
The acknowledgment on this service agreements state that you have read, understand and had the opportunity to ask questions. This docuement is provided for clients full review prior to purchase
Initial Complaint
Date:02/26/2025
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.
Made a contract with ideal image for cool sculpting, Ive had to cancel a few appoints due to work schedule and family issues. My father ended up having a stroke and I had to constantly fly back and forth from ** to IL for his surgery and recovery over the next two years. Also during that period I had to fly my son to his godparents so I could take care of my father. I recently called ideal image and they stated my contract expired and this was never explained to me, I keep getting told they will call back but they never call and denied to pulled my remaining sessions. The financing I got I am still paying for yet I cant use any sessions.
Business Response
Date: 02/27/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:02/19/2025
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 paid $400 out of $800 upfront for a microneedling service and agreed to a payment plan contracted with Healthcare Finance Direct to receive in $133.33 automatic monthly installments. I contacted Ideal Image to cancel the service two days later due to unforeseen financial constraints, in accordance with their 72hr refund policy on their website. I was contacted by one of the clinic managers and told that the termination of the contract was confirmed and my refund would take up to 21 days to process. However, on 2/4/2025 I was still charged an automatic payment by *************************. It is currently beyond the 21 business days since the termination and I have yet to receive notification from my bank or via email that the refund has been processed. Due to never receiving the microneedling service, I am seeking a refund of the original $400, the $133.33 that was charged to my card on file, and a cessation of all payments going forward.
Business Response
Date: 02/19/2025
Refund was completed by Ideal Image on January 20th 2025. We can confirm that an additional payment of $133 was also sent to us and we are happy to provide this as refund. We recommend reaching out to *** for further assistance with this issue
Customer Answer
Date: 02/21/2025

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:02/18/2025
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.
I contracted with Ideal Image for *****, lip filler and ***** filler. I was immediately charged $1135.00 and the remaining balance was $250 per month for 3 months. When I went to my appointment I was told that I could not get lip filler because I have silicone in my lips. I was also told that cheek filler was not recommended. I asked to transfer my account balance into a ***** fund for future use. Office staff advised that they cannot do that and that I would be issued a refund. That was on February 5, 2025. It is now February 18, 2025 and I have not been issued a refund. I have called twice to ask about it. Then today, February 18, 2025, the finance company charged me $250.00 for services that the company would not provide. I am not getting any help from the office and was told that I could not talk to the manager, ***. I want my $250 refunded and the remaining balance from the initial charge of $1135.00 refunded. Terrible customer service.
Business Response
Date: 02/19/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Initial Complaint
Date:02/18/2025
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 October of 2025 I had consultation with a *** for Ideal Image on Cool Sculpting. It was via Teams/Zoom and they explained the procedure to me. I went for 1st treatment on 10/30 and 2nd on 01/06. On the video they shared a pic of another individual that was the exact same body shape & state I was and although I do understand that everyone is different & reacts to treatment different, the *** told me I would get the same results. On my 1st appt, ********* explained about the treatment, and possible loose skin which no rocket science I am aware of that. Moving forward when I went to my 2nd visit I did mentioned the continued numbness I was still feeling from the 1st visit. After the 2nd visit was complete, I did mention to Christian how this treatment was a lot of pain. Till now I still have numbness in the sections they treated as well as very sensitive to the touch including my shirts at times. I have called several times because there is also this numbness that travels to my arms & unsure if the treatment did anything to nerves that affect other nerves. I did reach in on1/28/25 hopes to get, not a refund for the treatments I had, but for the remainder of it. I also was reach out by a ***ot offering me a different package, which might add I didn't get a copy of what I signed, but if I remember correctly it was less than the initial pkg for different areas using a supposedly better machine. I don't want a refund for what I had done, but would like to get a credit for what hasn't been used. Everyone I have spoken tell me there is no option other than using other services to which I am not interested in. I have also asked to speak to someone higher than just the mgrs on site, but they tell me there is no one. I just googled and there is a CEO and other underneath, but at the site level, I can't get anymore help. The 2nd visit was by far the most painful, and it continues with lingering numbness and sensitivity to the touch. Any help will be appreciated.
Business Response
Date: 02/19/2025
We would like to discuss your concerns and work towards a resolution for this matter. We have a team dedicated to addressing your concerns available to assist. Please contact the Client Support Team at **************
Customer Answer
Date: 02/22/2025

Complaint: 22955253

I am rejecting this response because. I have been told that there is nothing they can do in regards to crediting my unused sessions. I am not going to risk my health any further. After almost 7 weeks since the 2nd session the numbness and tenderness to the area is still present. I was told that it should be gone within 3 to 4 weeks and that's not true. When I went in to my first session I was told the same. I followed all the guidelines on massaging the area, drinking a lot of water, continued lifestyle change to maximize the results however it's doing nothing, but leaving me with numbness and discomfort. I should have read up on it more, read more of the reviews as there is now many out there who experienced the same that I did. I have nothing negative to say about the clinician who attended to me as she was super super nice. The staff at the **************** were nice too, but the treatment itself just didn't live up to it's name and expectations. I am not happy that nothing can be done. The finance company, when i spoke to them they said it would be up to Ideal Image to send them a credit memo, but Ideal said that it was no longer up to them once it was financed through the credit company, Now it's conflicting information. Although I will be out of pocket I still think it is very unfair.

Sincerely,

******** ******
Business Response
Date: 02/24/2025
We are happy to provide an account credit towards other/future services, however, refund is not an option at this time
Customer Answer
Date: 03/10/2025

Complaint: 22955253

I am rejecting this response because: As a consumer for services such as the service that I went in for and had an interest in, I think it's very unfair that a company would make promises that they could not live up to. My initial submission had a character limitation therefore I wasn't able to tell the whole store. First of all when I spoke with someone over the phone before making the video consultation, they did tell me they would need the video consultation to see the target areas I wanted to work on. When I had my video consultation, which in my opinion should not be done via video for any type of procedures that have a physical appearance alteration, as video's, pictures, do not show clear visibility. I have to include that ***** a representative I spoke with also agreed with me that they should be in visit consultation as there could be many factors. Second, Ideal Image should not tell someone of my size, BMI, it would change the appearance by showing another image with the same body type as does not. The procedures I was told the numbness that comes with it would only last about 3 to 4 weeks and I add that as of today 03/10/2024 I still have numbness in the targeted area which now it has been 9 weeks. I have followed through with massaging the area yet the area is still has numbness. I was also called and was offered a new contract, and when they offered it to me, I asked on the call was this going to replace the old one and they said yes, that they would apply the credit, replace it with the new, and then apply any payments that had been made to the new one. That didn't happen. When I call now, they state otherwise. I specifically asked if the new contract was including the sessions/units that had already been applied and they said yes. They even said, in essence you will end up getting more sessions/units for a lesser price because this is a new package we are offering with the new machine we are introducing. So once again, I asked, to make sure i was understanding, that if whatever had been done to me already was going to be included in the new contract which was roughly about $3000 less and they said yes. I said nothing additional other than what the new contract price shows they said yes. No credit was ever applied or given and I am still having to pay the full initial amount of the old contract. I am also not interested in any of their services, besides ideal Image has not left a good impression of what treatment I have received and I do not want to risk any additional scarring of any kind doing any other treatments they offer. One I am not interested and 2, based on my continued lingering effects to a treatment they did on me, I am not risking something else happening when they say it will not. As I told the representative before, I am not trying to say i will not pay anything, just update the contract to the new, apply the 4 payments that have been made until now and I will pay off the remaining and be done with Ideal Image. All the way around this was false advertisement and also by the individuals who had the consultation. It almost feels like Ideal Image will take advantage of bigger individuals that are only searching for hope just to be let down by a company who all they want to do is get money. I now wish I had done more research as there are many reviews out there that this procedure does not work. I was also sent some personal pictures from a representative, but like I replied to her email, I stated that this may be and work well for thinner individuals but not for bigger higher BMI ones and its really unfair for Ideal Image to take advantage of that.

Sincerely,

******** ******
Initial Complaint
Date:02/17/2025
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.
This is about Ideal Image in ******, **************I spoke to someone over the phone about availability for the service I was interested in. The available dates did not work for me, so I did not confirm the appointment over the phone; I said I would call back to schedule the appointment. I put my card down as I was told it would be quicker to book next time when I call back if my card was already down. Not long after hanging up, I check my bank account because I was going to make a purchase elsewhere and I see I was charged $374 to my account (full amount for the service I didnt get a chance to book). I immediately went and logged into the website to investigate and saw that an appointment was made for a date I never agreed on. I immediately canceled the appointment but did not receive any information about my money being refunded. I would like the full refund since I never confirmed the date in the first place, and I canceled the appointment. They should not be able to charge me almost $400 and have me throw away all that money for a service I am now not going to get done, after this inconvenience.
Business Response
Date: 02/18/2025
This client purchased on 2/17. We are happy to provide a copy of the acknowledged Service agreement. We recieved a call on 2/17 requesting refund. Refunds/Voids take 3-5 business days for funds to return to the original account. Today is 2/18. Please allow processing time.
Initial Complaint
Date:02/12/2025
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 paid for 8 treatment's for hair laser removal. Only received 3 on the day of my appointment I get to the clinic and find out they were closed again. Didnt receive no calls from them nothing informing me . I just want my money back. Ideal image
Business Response
Date: 02/13/2025
***************,L.P., the independent third-party organization that owned the clinic operating under the Ideal Image brand has decided to close those clinics. We recognize that this change is unexpected and may be inconvenient for you. Thank you for your understanding and patience as we did not anticipate this closure. For any refund requests or customer service issues, please reach out ***************, ****** ***************************************** as your contract was with *************** L.P., and not with Ideal Image directly, all requests need to be addressed by Troika.
Initial Complaint
Date:02/12/2025
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 "Nurse Practicianer" named ****** Apparently they only do first names at this totally reputable facility. That is sarcasm. This place is a nightmare. Do not go here. These people will mess up your face and body and tell you your beautiful afterwards. The "experienced" ***** said she had been doing this for 5 years, yet was shaking when she walked in. She is guaranteed to mess up. She wanted me to sign an unofficial waiver where she wrote in the signature line. So that I wouldn't sue her after she screwed up. Which I would have anyways. The lovely ***** (also sarcasm) has Apparently been having a terrible life thus far because when I asked her how much experience she had doing this she said 5 years. Obviously that was a lie and this was probably her first time. I totally dodged a bullet after this and decided not to get the service with her once she proceeded to tell me about all the risks as if trying to talk me out of it. This place will s**** up. I am warning you go anywhere else. I even asked to speak to the manager and he said that she said that I was not being nice to her. Which was not true. All I did was ask if anything has ever gone wrong when she's done this before and she said no. And refused to even do the facial at all. I told her I waited 2 months and drove 40 minutes for an appointment. She did not care. She was terrible and rude and they treat their customers like dog s*** They should not be in business. Thankfully I had already decided not to do the service before she backed out of it. But they did not offer to reimburse me for my time and then gave me a fake number to form a complaint. The phone number just went back to the front desk lady. I would not be surprised if they are disrespecting the brand of Ideal Image at this ******** location and giving everyone placebo. These people are ridiculous and deserve to be shut down. DO NOT GIVE THEM YOUR BUSINESS. You will regret it. Not to mention
Business Response
Date: 02/13/2025
Due to the behavior demonstrated in one of our clinics, we have decided not to service this individual going forward. No purchase was made. There are no obligations on either parties side

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Ideal Image is NOT a BBB Accredited Business.