Complaints

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

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Celebrity Tanning has 26 locations, listed below.

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  Celebrity Tanning

  1909 N Power Rd Ste 109 Mesa, AZ 85205-9511

• 

  Celebrity Tanning

  725 S Rural Rd # 111 Tempe, AZ 85288-2047

• 

  Celebrity Tanning

  8110 W Union Hills Dr Ste 230 Glendale, AZ 85308-8179

• 

  Celebrity Tanning

  4730 E Lone Mountain Rd # S134 Cave Creek, AZ 85331-5535

• 

  Celebrity Tanning

  1705 S Greenfield Rd Ste 102 Mesa, AZ 85206-3487

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:06/25/2024

  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 purchased 2 groupon coupons and only used one before becoming a monthly member. I can ony use one a year. I would like a refund of ***** as I will not be using the second one. No one from this company responds to emails or calls

  Business Response

  Date: 06/26/2024

  We went ahead and refunded the $33.49 back to the credit card ending in 2516, please allow 3-5 business days for this to process.

  Customer Answer

  Date: 06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/19/2024

  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 went into Celebrity tan about 4-5 months ago to cancel my membership and they did not cancel it. As well as when I call they just refer me to corporate and do not help me!

  Business Response

  Date: 04/25/2024

  Hi ********,

  I truly apologize your membership was not properly cancelled when you had requested it! I went ahead and closed the account entirely to ensure no further charges. I was also able to refund your last 5 payments back to the Mastercard charged. Please allow 5-7 business days for these refunds to process.

  Thank you for your patience and understanding!

• Initial Complaint

  Date:02/03/2024

  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.

  My minor daughter went in to get a spray tan in sept 2023. Somehow her debit card has been hit with a monthly charge for a monthly spray tan since so sep - jan at this point. I called tonight on 1/16/2024 and the person answering said my daughter signed a contract. 1- she is not of legal age to sign a contract and 2- she has not accepted the service for which shes been incorrectly charged. The person on the phone could not discontinue the charge and said your daughter is old enough to get a spray tan. I do know this but I also know my daughter didnt know that she was signing anything which would have obligated her to a commitment and charged her account a monthly fee in perpetuity. Businesses should not be signing up minors to contractual obligations. I would like a refund to my daughters account for services not rendered since she had no idea what she signed. I believe my daughter did get that first spray tan in September so if that was a teaser deal then I would like the difference credited back. The owners shouldnt partake in crappy marketing schemes to high school kids. Shame on them.

  Business Response

  Date: 02/05/2024

  We received this same message via email through our website portal on 1/17/24 and responded to the email on 1/18/24. The message is as follows:

  "Hi ******,
  
  I took a look at Carlys account and it looks like she did use the services in September, October, and November so Im unable to refund all payments. But I was able to close the account moving forward so there will be no further charges and refund both December and Januarys payments since they were not utilized. These refunds are each in the amount of $16.57 and returned the credit card ending in ****. Please allow 2-3 business days for these to process.

  Thank you for your patience and understanding,
  
  Your Celebrity Tanning Team
  **** **********. Ste 109
  ****, ** ***** "

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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 tried calling the last three days and earlier today multiple times but did not hear back. I sent in a contact request online through your website about cancelling my membership today. Called the corporate office number and NO ONE PICKS UP! Called left multiple voicemails and it always goes to voicemail. The numbers listed on their instagram page is out of service and the one on ********* The number on BBB is out of service!I signed up in October. I no longer want this membership and was advised when I signed up I can cancel AT ANY TIME before the 15th of the month. Ive read online several complaints filed by BBB, social media that your company thinks it can ignore customers phone calls and messages especially when they are trying to cancel! I have filed a fraud claim through FTC because no one responds or picks up the phone to return my voicemails and emails! You have false numbers listed online! This is not right! That a customer cant reach anyone! Pick up the phone and have the respect to respond to calls and messages! After all customers pay your paychecks! Have the decency to call them back! Another reason you wont be getting my business and will tell others of this ridiculousness of trying to cancel a service that YOUR EMPLOYEES ADVISED AS 1,2,3 easy! And here it has been the OPPOSITE of this advertised cancellation process!This is a written notice from ************************* since 12/11/23 that I do not want this membership and require your prompt response for cancellation. ************************* is the owner and refuses to acknowledge customers calling! A phone call from ***** is required! I need to speak to you about your companys terrible employees that lack of customer care.Cancel this membership immediately!Ive filed an official complaint with the ************************* This is fraud! You claim its easy to cancel at any time and yet no one picks up their phone at corp. The in-store employees are rude!Call me NOW!

  Business Response

  Date: 12/14/2023

  Spoke to ************************* on the phone the next business day after receiving a voicemail to the corporate phone requesting to cancel. This message was left at 4:50PM on 12/12/23 and was responded to on 12/13/23 at 11:14AM. We confirmed the membership was cancelled with no further payments and, as a courtesy, we also refunded her previous payment. The membership has been closed per her request and there is nothing further to resolve.

• Initial Complaint

  Date:07/07/2023

  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.

  Good morning,I have a question on the amount charged by Celebrity Tanning. I inquired at the store located on *************** in ********** and they told me they didnt do billing and for all billing questions I would have to call their main office number ************* or email *************************************** As instructed, I called AND emailed several times and never received a response via phone or email. I called on 4/27, 6/14 and 6/28 and I emailed on 4/10, 6/30 and 7/3. Additionally I inquired at the store two additional times since I never got an answer and they told me, once again, I needed to call/email customer care.My issue is not about the amount of money because its negligible. All Im trying to get is an explanation of the charges so they make sense to me. I have a monthly membership for ONE tan per month and I pay $16.98 that gets withdrawn out of my account. However when I buy an extra tan they charge me $18.11 at the store. I asked about the different in price since its the same product and nobody seems to know. They say: maybe its taxes?? All I want is to not be ignored as a customer and get a simple answer to my billing question so I can make sense of it (Im a numbers person).Thank you in advance for your help.

  Business Response

  Date: 07/18/2023

  We apologize for delay in response as there was internal miscommunication on who was resolving the matter. An email response was sent to ******************** from our Office Manager the same day this complaint was received. The email was as follows: 

  "Hi ********,
  
  I apologize we have been unable to reach you by phone!That's a great question and I apologize the sales associates were unable to clarify since this is an answer they should have been able too.
  
  With all UV purchases there is a 10% federal tan tax. And aside from the tan tax there is your local ****************** retail tax of 8%and then all transactions have a 3% processing fee. This is why your instore purchase is $18.11.
  
  All our monthly membership dues are not under the "retail" category so we can eliminate the ****************** tax of 8%. But there is still your 10% tan tax and your 3% processing fee included.
  
  I apologize for any confusion, please let us know if you have any other questions!
  
  **************
  Your Celebrity Tanning Team"

   

  I believe the issue has been resolved as the explanation was provided. Again, we do truly apologize for the delay in response. 

• Initial Complaint

  Date:02/17/2023

  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.

  On Feb 1,2023 My account was used by a random person (yet again) I was charged and I contacted corporate they called me back a week later said they would refund me, apologized and stated that they would require ID at every check in from here on out. That clearly did not happen seeing yet again I have 2 pending charges on my account as of Feb 16,2023 at 7:25pm I called *************) my local location and the girl was rude refused to take my card off file stated she saw no notes and refused to give me her name. Yet again left with no choice but to call chase to report fraud and leave another message for corporate at ************.

  Business Response

  Date: 02/20/2023

  Customer has been refunded for both pending charges. In addition, their monthly payment has been refunded and their account has been closed with credit card information being removed. Based on the description the customer gave us over the phone and the person in the salon using the services we believe it was the same person contrary to the complaint, and there was no fraudulent activity present.

  Customer Answer

  Date: 02/20/2023

  As for her response per our phone conversation she has no way to knowing if it was fraud or who the person was cause they dont keep video. So thanks for the refund but dont act like it was me and just asking for money back. Cause when I called the location the lady told me its a blonde that came in. Im brunette with full sleeves of tattoos. You guys need to have a better policy and keep her identity and their personal information. If this is happening to me, it could be I think another policy should be put in place immediately. When are you guys start taking pictures of your clients Or a copy of drivers license but something needs to give cause now I am out of a membership and my information is to god know who else I think that was the worst customer service ever to refund someone and cancel the membership

  Business Response

  Date: 02/22/2023

  The refund and termination of the customers membership was done per their request. We have never had this same issue with past or current customers, so we apologize for any uncertainty surrounding the in-store user.  We can assure the customers personal information can not be accessed any further.