ComplaintsforAt the Beach LLC

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a one-year spray tanning on Saturday 10/30/2022, and unfortunately, my skin is breaking out from less than one week of spray tanning. I would like to request a partial refund. The employee and customer service have refused to give any partial refund.

  Business response

  11/14/2022

  Thank you for taking the time out of your day to let us know about your concerns. Attached, is a copy of the Client Release and Informed Consent form that you signed when you purchased your membership on 10/29/2022.Within that agreement is At The Beachs refund policy which states, At the beach does not allow refunds or exchanges for products purchased in store (used or unused). All sales are final, including memberships purchased, even if the membership has not been utilized. This includes paid in full memberships. The membership you purchased is a paid in full membership, therefore it cannot be refunded for any reason.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for almost a full year when between 2020/2021 and thought my account was still frozen because of covid. Now i have been charged AGAIN for an account that should be closed. Please stop charging me and refund me I never want to do business with you again. I am now seeking a full refund for 2021 and this last charge.Also I called one of your stores and was verbally treated by a staff member. So now to top it all off even if I wanted a tan i don't feel safe at any of your locations.Please stop charging my card and its been 2 years I will never do business with you again

  Business response

  10/24/2022

  Thank you for taking the time out of your day to reach out about your concerns. When you called customer service on 09/10/2021 the customer service representative advised for you to visit your local salon to cancel your membership. Your account was also noted stating that you had 12 months of tan time (credit). Then, on 09/15/2021 you requested that the tan time be applied to the next 12 payments of your membership. You were not charged for 12 months starting on 10/01/2021. Since 10/01/2022 was the 13th month and you did not cancel your membership prior to 10/01/2022, you were drafted the full amount for your membership. We emailed you the instructions for how to cancel your membership on 10/17/2022 but your membership is still active. In order to stop any future charges, the membership would need to be cancelled in store or online at atbtanning.com at least 24 hours prior to 11/01/2022. Please reach out to customer service at ************ of you have any further questions or concerns.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We own Healing ************* Therapy. We had a sponsored ad running for our equipment. It involved alot of research and a video in our building of our Salt Infrared Sauna. ***** Euryel ****** took our ad and shared it with At The Beach Tanning in ****** to show their customers that they now will also be getting one and copied our ad to show their customers what they will be getting, rather than making their own. I called & asked them to take it down. Then I received ugly messages from ***** on messenger.

  Business response

  10/24/2022

  Thank you for taking the time to reach out about this concern. ***** is an employee of At The Beach who shared the ad from Healing Waters & Salt Therapy on her personal page. The ad was not shared on the companys ******** page. We have confirmed that the post have been removed. Therefore,At The Beach has so ad to modify or discontinue.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in to purchase 1 week. I was told it would be less expensive to purchase a prorated month as well as the full month following. The beginning of October I find out that I was put in a month to month program and after calling customer service I was told I could receive a credit to my account but no refund. I explained that I am no longer able to use the services due to my responsibilities as the sole care taker for my disabled daughter and her need for 24 hour care (I am the only caretaker) I asked for a reasonable accommodation to their policy that would allow for a two month refund but they refused. They approved a 3 month credit to my account which is appreciated but unfortunately I wont be able to use due to my circumstances.

  Business response

  10/12/2022

  That you for taking the time to reach out about these issues. After looking at your account, we can see that you purchased your membership on 07/18/2022. All of our month to month memberships require one automatic draft before they can be cancelled. The draft on 08/01/2022 was that first automatic draft. However, you did not cancel your membership until 10/03/2022.We have attached your agreement for your reference. Since you havent used your membership, we have noted your account stating that you have 3 months of tan time (credit) on your account that you can activate at any time by calling customer service at ************.

  Customer response

  10/19/2022

   
  Complaint: 18160628
  
  I am rejecting this response because: I was not given the opportunity to see the information upon signing it electronically.  I was verbally told something different and signed in good faith.  I was clear that I did not want services beyond august.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to At The Beach Tanning in May to tan for 1 month before my wedding in June. I specified that I only wanted one month, but was signed up for a month to month plan. I have not been in to use the services since May, and I have been charged $90 a month since. When I called to get a refund, I was told the only refund available would be store credit. I was not informed by the girl that signed me up of all the fine print because she was obviously new and not fully trained.

  Business response

  10/12/2022

  That you for taking the time to reach out about these issues. After looking at your account, we can see that you purchased your membership on 05/08/2022. All of our month to month memberships require one automatic draft before they can be cancelled. The draft on 06/01/2022 was that first automatic draft. However, you did not cancel your membership until 10/03/2022.We have attached your agreement for your reference. Since you havent used your membership, we have noted your account stating that you have 5 months of tan time (credit) on your account that you can activate at any time by calling customer service at ************.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the store and would tan for just a month and then not go because i would only use a month at a time since I traveled so much. Every time I would get a month the prices were very different and all i wanted was the basic laydown bed then i would be told for $5 or some cheap dollar amount I could upgrade, so sounded great well then my bill is now ******, I believe. Well I don't pay a whole lot to my account as a lot goes thru it. ***** told me at end of the month I just didn't come in and it would charge me but if I wanted another month come in and get another month, since it was month to month. Well I moved away and was with my banker and seem at least 3 months of the ****** fee taken out of my account. I call to get reimbursed because I have now moved out of the town and its very clear I didn't use the service, so refund my at least 3 months of non usage of your horrible service. But I am still fighting this and I am told that I have these months to use at a later date, NO I rarely tan as it is. This company are scammers and should be held responsible to repay customers back. I want my money returned.

  Business response

  10/07/2022

  That you for taking the time to reach out about these issues. After looking at your account, we can see that you upgraded your membership to our All Access membership on 03/09/2022 when it was 50% off to upgrade. All of our memberships require one automatic draft before they can be cancelled. The draft on 04/01/2022 was that first automatic draft. On 04/08/2022 we emailed you instructions for how to cancel your membership but your membership was not cancelled until 05/02/2022. We have attached your agreement for your reference. Since you havent used your membership, we have noted your account stating that you have 2 months of tan time (credit) on your account that you can activate at any time by calling customer service at ************.

  Customer response

  10/12/2022

   
  Complaint: 18143329
  
  I am rejecting this response because:

  
  

  I (we) should not have to get on line and cancel our membership, specially when were told by the employee that if  we don't come in and pay next months then its canceled, NOTHING about going on line to cancel, which as seen in other complaints this is what most of are being told. There is no reason you not refund us our money. I have got a membership somewhere else , and being diagnosed with cancer I wont be needing tanning anytime soon and mostly wont be using your facilities, due to the lies and misleading.  I couldn't trust going in and not ended up with  another withdrawal or several again. You said you took the money and I haven't used the facility and was giving me 2 months credit , so why not give me my return. That's what I would like, Thank you
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started a 12-month membership in march/april of 2021 and assumed the payments would end the same month of 2022. I just looked at my bank statement and I am still paying as of September 2022. The locations I went to were in ***** ********.

  Business response

  09/16/2022

  Thank you for taking the time out of your day to reach out about your concerns. After looking at your account, we can see that you signed up for a 12 month membership on 04/02/2021. On 04/30/2021 you upgraded out of the 12 month contract to our 12 month paid-in-full membership. There are no other charges on your account other than products that you purchased in store.If there is more that we can to do help you please call customer service at **************.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told one thing in store about cancelling or suspending my service while traveling to a location that does not have a store and now they refuse to stop my billing. I was told by the clerk in the store to "come in on the last day of the month to cancel or suspend", today is August 31st. I will be disputing my charges and filing a report with the better business bureau for poor practices. I was told I signed an agreement for the billing when I was in store, I was never shown ANYTHING to sign. When I asked if they have cameras and can prove that I was shown a document to sign in was told "yes there are cameras, but I have to go by the signed agreement". How does that not even make sense? I was told the girl at the counter "rotates her computer screen which is on a swivel for the customer to read the agreement before signing," again I was never shown ANYTHING and was told I was signing for my credit card. I've attached a picture of such monitor and it is not on a swivel nor was it moved or touched in anyway for me to read the screen.

  Business response

  09/09/2022

  Thank you for taking the time out of your day to let us know about these issues. We apologize for any inconvenience caused. After looking at your account, we see that you signed up on your membership on 08/21/2022. Per the signed agreement, all of our memberships require one automatic draft before any changes can be made to them. For you, the first required draft was 09/01/2022.After that payment, you were able to cancel your membership. On 09/02/2022, you cancelled your membership online. You will not see any further charges to your account. I have attached your signed agreement and the screenshot showing that you cancelled your membership online for your records.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the business and explained that I only needed one month of tanning service only. I was charged $82 dollars and thought that was it but the business continued to charge me monthly and when I called customer service they said I had to cancel online or go into the original store. I emailed back when I could not cancel online and explained that I was at a second home in another state and needed them to cancel with my email. They continued to charge my credit card. I was charged for 5 months until I could get into the original store to cancel in person. I went to the tanning salon a total of 2 times in the first month and never went back in and I believe they can see that i never used it after the first two times. The whole thing seems extremely fraudulent and I would Like a refund of everything but the one month of charges.

  Business response

  06/17/2022

  Thank you for taking the time out of your day to reach out about your concerns. At The Beach does not offer one month memberships. When you purchased your membership online on 02/27/2022 you agreed to the terms and conditions of the membership. We have attached a screenshot of the terms and conditions that you agreed to that state the following:

  
  Billing Terms and Conditions
  The account is required to automatically draft from my account 1 time before it can be canceled. ALL changes including freezes, cancellations and updating drafting information need to be made at least five business days prior to the next draft. Changes to the account can only be done by visiting the store location.You are responsible for paying your dues each month whether or not you choose to utilize the service. You will not be refunded for services you do not utilize or products purchased for any reason.
  

  Cancellation Terms and Conditions
  You may cancel your membership at any time by visiting any At the Beach location and filling out a cancellation form. You may not cancel my membership over the phone. It is required that you physically visit an ATB store location at least 5 days prior to your next scheduled draft date in order to sign a cancellation form to cancel your account. If you submit a request to cancel your membership within 5 days of your draft date, your payment may still be drafted and the cancellation won't take effect until the following draft. Your membership will expire 30 days after the final draft. If for any reason you fail to cancel your membership you will not be refunded for past dues paid.
  
  Also attached is a copy of the cancellation form you signed on 06/10/2022. Since you cancelled your membership after your billing date, At The Beach is unable to provide a refund. We have credited your account with two months of tan time. When you are ready to use those two months of credit call customer service at ************ and they will activate that credit for you.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for tanning on a monthly basis around the latter part of March and used the facility approximately three times in April. On my last visit I used the finger ID as I had previously done and was told I needed to sign in. I specifically said I had never signed in before but was told I needed to. I did not tan again through the month of May and on June 7th I noted a charge for over $50 on my debit card. I drove to At The Beach on May ****** the same day where I had always tanned and questioned this charge. I was told I had upgraded my membership which included a years membership at over $50 a month. I was totally shocked and told them I had never upgraded my membership nor had anyone even discussed upgrading with me. They called their manager who asked if I had signed a contract and they told her I had. I had not seen a contract EVER but I had signed my name when asked by the attendant to sign in on a small screen the last time I tanned and I suppose they used that on one of their contracts. I have requested a copy of that contract on several occasions, but naturally I havent received one since there isnt one. This is what I consider fraudulent practices to perhaps ***** incentives to employees or simply increase revenue. Its totally unacceptable and should be stopped.

  Business response

  06/10/2022

  Thank you for taking the time out of your day to let us know about these issues. Per our conversation on the phone, your membership has been adjusted so that you can cancel your membership without a cancellation fee. You also have 2 months of tan time that you can activate at any time by calling customer service at ************. I have also attached all of your documents that we have on file for your records. Please dont hesitate to reach out to customer service if you have any further issues or concerns.

*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. ↩