ComplaintsforIdeal Image

Medical Spa

Additional Complaint 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 clientsupportteam@idealimage.com prior to contacting BBB.

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Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Date: 8/27/24 Amount: $4000.00 Business committed to provide CoolSculpting treatment, 6 areas.Nature of the dispute is that it didn't work, I was never met with by a doctor, when I tried to cancel my appointment I was told I would not receive a refund so I decided to move forward with the procedure. I told I would only need 1 treatment and no one ever followed up with me on the procedure. Machines that were used were not marked with the cool sculpting brand or logo. There has been no noticeable decrease but a definite increase in the treated areas. I assumed it was swelling from the procedure but 2 month later and the swelling has not went down, nor have I lost any inches, but gained. I was told I was a candidate and believed this because I am not overweight (135lbs) and only has minimal fat in the treated areas. I did not contact the facility as I felt that I was scammed and that is my own fault. They also were no help when I attempted to cancel. I began researching and finding out that I am not the only person that feels this way Advertisement is seen and heard all over the internet and radio.
Business response
10/30/2024
This client is associated with a Franchise location. Please contact the franchise owners at: ************** For assistance with your concerns
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 10/15, I paid $599 for a syringe of lip filler and received the service. However the techincian only used half of the syringe of filler and I asked to come back in in two weeks to receive the other half that I had paid for. They made an appointment for me for 10/29. I was told by one of the employees on 10/16 that everything was fine and to come in for my appointment. The manager called me on the morning of 10/29 and said that I would have to pay another $599 as they cannot give me what I have already paid for as they threw it away. I asked how this was fair and legal and she said that how they do business. I honestly just wanted the service that I had paid for but now I would like reimbursed $299 for the product that I did not get. I feel this company has stolen from and I feel what I asked for was very reasonable as I paid for it.
Business response
10/30/2024
This client has not paid for service in full, a deposit was made. Full treatment was provided. Per the department fo health, we are unable to hold/store syringes that have been injected into individuals. Once a syringe is used, we must dispose of it. To treat further this client will need to make a new purchase, we are happy to provide a discount towards a new purchase. Regarding payment for the treatment received, Client owes the remaining balance to avoid collection activity
Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
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.
I signed a contract with Ideal Image on February 1st for laser hair removal treatments. I was charged $3,961.44 for only two treatments, which were misdiagnosed and improperly administered. Despite being pale-skinned with darker hair, Ideal Image placed me on the *** laser. I raised this issue with them, but they continued to ignore my concerns.Before I signed the contract, the previous clinical manager at Ideal Image in ******* assured me that if any complications arose, Ideal Image would refund me and cancel the contract. I was planning to request a refund and cancel the contract, but the staff did not take my concerns seriously. Before I could formally request a refund and cancellation, Ideal Image in ******* closed without notifying me, and they continued to charge me for services I never received.The Ideal Image location in *****, according to both customer service and the clinical manager, has access to all my information and contract details. Given that they can "resume" my treatments, I don't understand why they can't refund my money and cancel the contract, as they have access to all my information. Ideal Image claims that ****** is responsible, but I signed the contract with Ideal Image, and Troika was never mentioned when I signed.They refused my request for a refund and cancellation, only offering the option to continue treatments at their ***** location, which is an hour away from where I live. I no longer wish to continue treatments because I don't feel comfortable as I was mistreated, charged for services I didnt receive, and the Omaha location is inconveniently far. Ideal Image provided the services, making them contractually obligated to honor my request and abide by the terms outlined in the contract.On July 10th, I filed a dispute with ************************* (HFD), the financing company associated with Ideal Image, but the issue remains unresolved because Ideal Image is not cooperating or taking responsibility.
Business response
10/24/2024
***************,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.
Customer response
10/24/2024

Complaint: 22461217

I am rejecting this response because:
The contract I signed clearly states that Ideal Image is my provider. Ideal Image in *****, **, offered to provide me with services, stating that they have access to my contract and all relevant information. If Ideal Image has access to my information, why cant they adhere to the terms of the contract by refunding me and canceling it? When I first signed my contract, I was assured that if any complications arose, Ideal Image would refund me and cancel the contract. They should honor that commitment and fulfill my request. Additionally, I was not informed about ***************, L.P., when I signed my contract. Ideal Image should have disclosed this information at that time. Furthermore, the email address provided for contacting ***************, L.P. ********************************** does not work, as it only responds with automated messages. This is insufficient and invalid contact information.
Sincerely,

******* *****
Business response
10/24/2024
Ideal Image is not now nor was then the owner of your contract or clinic. Our name sake was used as part of a business agreement. This business relationship has since been terminated. You will need to communicate with the local spa owners for further assistance. We are legally bound to allow Troika the responsibility of resolution. Please contact the location provided in the email response from Troika
Customer response
10/25/2024

Complaint: 22461217

I am rejecting this response because:
I understand that ***************, L.P. was the owner of the Ideal Image clinic in *******, **. However, Ideal Image is still responsible, as both ***************, L.P. and Ideal Image had an agreement. Additionally, I have not received an answer to my question regarding the fact that, if Ideal Image in *****, NE stated that they are able to resume services "as if they never ended and continue with the payments", why is it that Ideal Image cannot refund me and cancel my contract per the terms stated in the agreement? Furthermore, was it Ideal Image or ***************, L.P. that processed the payments I was charged? The Ideal Image app indicates that Ideal Image was the recipient of those payments. I would like answers to both questions, as Ideal Image continues to disregard these crucial inquiries.
Sincerely,

******* *****
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
went in February for a consult regarding my jowels and under eye bags, I have had things done there before; **** told me ulttherapy would be ideal for me and would get great results. Had first procedure done with her and it was horribly painful in my lower face area and she said it was normal. following few days I had terrible bruising and swelling and numbness; again told it was normal and told me to buy bruise cream, which I did. I went to second session and ***** did it and she told me she would have never recommended ulttherapy to me and that I was not a good candidate. She then said the reason I was in so much pain and now numb is that **** did nerve damage. I was then told to wait the 6 months to see if things got better with numbness and results. It didn't. I still have numbness on both sides of my face. I then tried to reach a manager or something, finally after many attempts ******* from their office asked me to come in and she took photos and said she was going to talk to their doctor about the numbness and meet with her colleagues to determine what to do about the fact that I had poor results (none). I eventually spoke to her after again calling a few times and was told the doctor said I likely had permanent nerve damage. She also said no decision on the results. I waited another week and called again. ******* said all they were willing to offer was a phototherapy session. How do you offer a good customer 1 phototherapy session when their face is permanently numb and no results at the cost of almost $2,000? Let alone the fact that you need more than 1 phototherapy session for that to even work, which would be at MY COST. I said I wanted to speak to the District Manager and she said she would reach out. Once again I had to call and spoke to the manager ***** and said I wanted to speak to the District Manager. She said she would have her call me still nothing. I called this morning and was told by ******* they would have her reach out. Nothing.
Business response
10/24/2024
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 response
10/24/2024

Complaint: 22460832

I am rejecting this response because: they are basically offering me a discount to spend more money versus trying to rectify any of the situation. Why would a customer invest more money when they are treated like this, they have one of their own employees tell the customer that they would never have recommended the treatment that was recommended initially, and their idea of customer service is do not offer some sort of refund or a full service of another procedure that may help the situation at hand. Instead, they offer a discount towards one.

Sincerely,

********* *******
Business response
10/24/2024
As indicated in your service agreement, results may vary and there are no guarantee of results for any of our services. Multiple sessions may be need to see results.
This client is fully treated and not eligible for refund. We have offered a discount towards repurchase
Customer response
10/25/2024

Complaint: 22460832

I am rejecting this response because: I was not given the agreement until AFTER I paid via an email with my receipt. Not to mention not given the before and after treatment documentation ***** told me I should have received. This is obviously a lets see what we can convince people to buy and not be accountable. What kind of customer service is this? I would have been happy with a FREE COMPLETE procedure of what was suggested after seeing my pictures that I was asked to come in to do in August - I mean what was the purpose of having me do that? But to only offer a discount toward only 1 session of a procedure that usually requires a few? Its insulting and evident that money is more important than customer satisfaction and thats disappointing considering I have been a repeat customer for over 13 years.

Sincerely,

********* *******
Initial Complaint
10/22/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Date of transaction: 1st Coolsculpting date at Ideal Image was on January 15, 2024 at 5:00pm The total amount paid as of 10/22/2024 to the business: $1236.04 total financed amount $3323.36 What the business committed to provide you: A flatter stomach and that the fat cells from the Coolsculpting procedure will be permanently gone.The nature of the dispute is: False advertising(photos from Ideal Image does not reflect actual results). Misleading the consumer.Has the business tried to resolve the problem: No, when I told the Coolsculpting specialist, that I did not really notice any change after the last treatment, she told me, to come back in 2 months, and within the 2 months you should be able to see the results. As you can see in the photo I provided as of today 10/22/2024; my stomach is still swollen and the procedure made it worse than before I had the procedure. My stomach is bigger, and I barely can keep my jeans zipped.Issue involves advertising: Yes, I saw the Coolsculpting photos results on Ideal Image website which encouraged me to inquire about the procedure and then go thru with the procedure. I saw Ideal Image 'photo gallery' around January 2024, which made me set an appointment to have the work done.
Business response
10/24/2024
We do not guarantee results with any of our services and Cool Sculpting as indicated in your service agreement requires multiple treatments to achive desired results
All treatments have been completed and as a result, no refund is available
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
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The company falsely advertises permanent hair removal. I recently underwent months of laser treatment and am not satisfied with the results. I have spent well over $3,000 on treatment and expensive touch-*** and still have to shave on a daily basis. The treatment is not permanent nor does it work longer than a few weeks post therapy. I contacted the company in hopes they would attempt to remediate the issue or look into further treatment options via their client support team email and they have simply ignored my concerns. I did not receive what I purchased, therefore I would like a refund.
Business response
10/21/2024
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
10/19/2024
Complaint Type:
Product Issues
Status:
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.
I was a client at Ideal Image in ****. I didn't received all of my treatments and the location has closed down. I finance my treatments. I called Ideal Image after they closed down and the person that I spoke with ask for my email address and she claimed she would send me an email to contact the main office. I never received the email and I am still paying for treatments that I didn't receive. I contacted the company ******* to let them know that I didn't received all my treatments and yet they continue to bill me monthly. I haven't received any calls or emails from Ideal Image as to what steps to take to refund me or credit me for treatments I never received and they have contacted ******* to credit me.
Business response
10/21/2024

***************, 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 **************** L.P. at ***************************************** as your contract was with *************** L.P., and not with Ideal Image directly, all requests need to be addressed by Troika.
Initial Complaint
10/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchased the ********************* in advance of my wedding in 2019 and had those treatments and was relatively happy with the service, but thought perhaps a few more sessions would improve them even further. Once the pandemic arrived, I figured I'd have to wait but finally was able to go in the summer of 2021 to book additional services and once more, opted for the financing with *******. The first appointment available was months out, but thought I'd be patient since the world was just getting up and running again. Months later (but at least before my appointment), they called to reschedule since a practitioner had left the business. Disappointed, but I rescheduled. Another few months later, I drove the 45 minutes to the further-away ************* since that was the only one with appointments within six months. I get there only to have the front desk staff tell me oops...another practitioner left the business so no one was there to perform my service. When I asked why someone couldn't have at least called, I quite literally got a SHRUG and was given a ***** number to call. It's now been over 4 years since I scheduled that appointment. I have tried calling and been given the runaround. I have completely paid off the thousands of dollars for a service I was never provided. That's right...I never was able to get that appointment to actually have the CoolSculpting I paid for. Now I'm gathering documentation and speaking to whoemever I can to get this resolved and warn customers to say as far awar as possible from Ideal Image. I get it if I had the service and didn't like the results. That's covered in the contract. But when they simply cannot provide me with what I purchased over and over again and then years go by and no one has ever reached out? No, I think I just need my money back. I gave you money and I received zero services. This shouldn't even be an argument.
Business response
10/21/2024
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
10/14/2024
Complaint Type:
Billing Issues
Status:
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.
ideal image signed me up for a membership of $300 a year and after 30 days, you are unable to cancel it. The membership costs into a credit if you use their services. However, this information is not given to you when you sign up for a service Its all fine print. They have high pressure tactics and make it very hard to read the document while youre in the office. I cannot use the service due to the results from the last procedure and the membership Doesnt include Medical exemption- Even though its supposed to turn into a credit. So if you have a medical exemption, youre pretty much out of luck
Business response
10/15/2024
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 response
10/15/2024

Complaint: 22419666

I am rejecting this response because:

Sincerely,

******* ******
Customer response
10/16/2024
they havent done anything. I have nothing to respond to
Business response
10/18/2024
We have spoken with this client on two occasions and have left several voice messages. We will reach out again today. We have not record or documentation regarding a medical concern related to this clients treatments however, her membership has been cancelled and this client will not be charged further. No refund is being provided as the purchase is outside of the 30 day window allowable
Initial Complaint
10/10/2024
Complaint Type:
Product Issues
Status:
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.
On 10/9/24 paid $2500 (debit) for services. Due to medical reasons, on 10/10/24 called to request refund. The agent persistently inquired if she could place the services on hold, or if there was anything else she could offer. Agent confirmed I was w/in the 72 hr timeframe to confirm, call was recorded on her end. Agent advised someone would contact me w/in 72 hours to discuss my refund? I didnt receive an email confirming the request for a refund, therefore, I called back. Different agent, advised, she's able to see the request in their system, BUT someone will call me back "to discuss the refund". I kindly requested to speak with a Manager or authorized staff as if I paid by debit, my refund should be issued as requested. Was told, short staff, a Supervisor would call me back in 24 hrs. I asked for a corporate contact number, was told there's no number for corporate. Received an additional call, this agent asked same exact questions, even asked inappropriate questions related again to why i chose not to proceed with the paid in full services. It's truly harassment to be *****. This company appears to be desperate for sales, and it's very uncomfortable to the consumer. Formally requesting full refund in the amount of $2500 ASAP as I don't desire nor need to speak with another salesperson.
Business response
10/15/2024
This matter has already been resolved

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