Verified Company
Unfortunately, I cannot recommend Illume Aesthetics based on my experience.
I want to start by saying that the front office staff was always kind, welcoming, and professional. My concerns are specifically related to the owner, the patient experience, and the consistency of care I received.
I moved to Ashland and was looking for a new injector for routine neurotoxin treatments 2-3 times per year. From the beginning, I felt there was far more focus on selling treatments I didn't need, and increasing visit frequency, rather than understanding my goals as a patient and recommending services that help accomplish that goal. In multiple visits, I do not recall ever being asked what results I was hoping to achieve. Instead, conversations often centered around how I should be coming in more frequently, needing more product as I age, or considering additional services that I didn't care for.
The biggest issue was the lack of documentation and consistency. At other practices, injectors carefully document the number of units used and where they were placed so future treatments can be adjusted accordingly. That did not appear to happen here.
The first time I visited, I needed a touch-up. While that can happen, I expected the adjustments would be documented and incorporated into future treatments. Instead, I found myself lopsided and needing another touch-up later on. Fine. I can accept that mistakes happen.
What frustrated me most was how this was handled. Rather than discussing whether the treatment plan needed adjustment, I was told the issue was that I don't come in frequently enough and that I am aging. I have received neurotoxin treatments for years and have never been told that receiving treatments only a few times per year somehow prevents accurate dosing or treatment planning.
I was also told that future touch-ups would not be provided because I don't come in often enough. This was particularly frustrating because I was not asking for anything for free. In my view, the touch-up was necessary because the original treatment had not achieved the desired result and because prior adjustments had not been properly documented. Being blamed for that felt unfair and rude.
Another concern was communication around the product being used. Dysport has consistently worked best for me and is what I specifically requested. During a follow-up appointment, I observed Botox being used instead. Whether there was a misunderstanding or not, I was never informed of any change in product and was never asked for my consent beforehand. That lack of communication was concerning.
The most disappointing part of the experience was the overall attitude when concerns were raised. When I questioned my results and experience, I was met with comments such as, "I have a business to run." As a patient, that felt dismissive. I was not looking for special treatment or something for, "free." I was looking for accountability, communication, and a willingness to address concerns professionally.
I enrolled in the membership program because it was presented as a way to accumulate funds for future treatments and that discounts on treatments were included—which the owner admittedly stated she charges more per unit for neurotoxin than other places. Later, comments were made about me "squirreling money away," and questions about whether I planned to come back. I found those remarks unprofessional, especially since I was using the program exactly as it had been explained to me.
Ultimately, aesthetic medicine is built on trust. Patients should feel heard, respected, informed, and involved in decisions about their care. Unfortunately, my experience with the owner at Illume left me feeling pressured, blamed, and dismissed rather than cared for.
While others may have had positive experiences, mine was negative enough that I will not be returning and cannot recommend the practice to others looking for a patient-centered provider.
