ComplaintsforPalm Beach Tan

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Got a spray tan at the *******, MS location & was badgered into some membership thats ridiculous. I emailed customer support when I had a very bad adverse reaction to it after I received no help from the local store. I asked to cancel the membership and refund all of my money but again, I have not been contacted nor received my money back. Please help

  Business response

  05/14/2024

   

  Customer submitted a customer care through our website. I have attached above her customer care that she submitted. We called her and told her that we would be canceling her membership and we sent follow up email that morning to confirm that we had canceled her membership. She never asked for a refund. Once we received this complaint we went ahead and refunded her for her initial purchase. Her account has been canceled and refund issued. Attached is the email we sent her, the request she sent to cancel, and the refund receipt. 

   

  I spoke to her on 05.14.24 and she said she was out of town for a couple of weeks and that could be why she missed our email back and phone call. She stated that she had the flu as well and unable to answer calls. She did say she would remove the complaint from BBB since we did issue her refund. 

  Customer response

  05/14/2024

   
  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

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to express my dissatisfaction with the service provided by Palm Beach Tan. I have been a loyal customer since the company operated as Ultra Tan, consistently paying for the most expensive package without encountering any issues.However, in ******** there was an issue with my payment not going through. Subsequently, payments for February and March were successfully deducted from my account. Despite not utilizing the tanning bed since December, I am being informed that unless I make a payment for ******** I cannot access the services.I have attempted to resolve this matter by contacting both local stores, but unfortunately, my attempts have been met with silence. It is disappointing to see that the company is willing to jeopardize its relationship with a long-standing customer due to what appears to be a misunderstanding on their part.Given the circumstances, I believe it is fair to request a refund for the payments made in February and March, and potentially April, considering the lack of service provided. Furthermore, I am inclined to cancel my membership if this issue is not promptly addressed and resolved.I trust that Palm Beach Tan will take the necessary steps to rectify this situation and restore my confidence in their services.Sincerely,

  Business response

  04/01/2024

  Hi there,

   I believe this is the wrong market. This is for Washington, ******, and **********. What state does your membership belong to? 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in August 2023 I cancel the membership to a tanning salon. Long story short the girl that was the manager that canceled my membership it was her last day she canceled it and told me to block my credit card because Palm Beach Tan may still take out monthly payment because it was so close to me canceling to the next payment. So I did and for three months my credit card didnt get charged $70.47. After the hold fell off of my card they continue to charge me $70.47 until I noticed my card wasnt ever going down and I barely use it. And ***** returned to their facility since canceling so exactly what the girl told me what happen did happen. When I contacted the company they said oh it looks like it never got canceled which is not my fault because I went in there to cancel it. I dont know if because it was the girls last day she forgot but thats how it happened. Otherwise, why would I know to block my card unless she told me to. So I got a hold of Palm Beach. They got back to me and basically said wheres the copy of your cancellation which I didnt have because the girl never gave me that I signed some thing and that was it. So they told me because you dont have it were not refunding you anything they did say they would refund me a month And I said no thank you because why would you if you had no fault give me a month but not the rest. In this high economy I work very hard for my money and I havent use their facility and I did go in and cancel so this is not my fault and theyre not willing to make it right . Hopefully you can get this resolved for me. *****************************

  Business response

  02/25/2024

  Hi ********,

  We have no supporting documentation that you had requested to cancel your membership. Without your signed cancelation form, we do not refund unused membership dues. As a one-time courtesy, we offered you a credit, which you kindly declined, so we then offered 1 month credit back to your card, and the rest as a store credit, given the circumstances previously discussed with your health as we completely understand hard times. This is the most compensation we are able to honor due to the lack of supporting documentation for your request. 

  Customer response

  03/04/2024

  Palm Beach tan never gave me any supporting documentation. The lady gave me her word she would cancel it. She was busy. It was her last day so I dont know what happened. I dont see why I have to suffer the ramifications of their incompetence. I wasnt being charged for months and then all the sudden I started to be charged thats illegal. Why would I go all the way in there to cancel something and not do it that makes no sense. I dont agree and they need to make this right. Isnt there anything you can do? 

  Business response

  03/05/2024

  Hi ********,
  We have no supporting documentation that you had requested to cancel your membership. Without your signed cancelation form, we do not refund unused membership dues. As a one-time courtesy, we offered you a credit, which you kindly declined, so we then offered 1 month credit back to your card, and the rest as a store credit, given the circumstances previously discussed with your health as we completely understand hard times. This is the most compensation we are able to honor due to the lack of supporting documentation for your request. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly tried to cancel my membership due to illness and tanning not being a priority. I have been told that I must come in person to cancel-Ive been hospitalized, how am I supposed to do that?Additionally, I was advised I would receive three months worth of credit for a s**** up they did prior to being bought out by Palm Beach Tan and they did not provide the credits. I had difficulty even getting the corporate contact information and then their response took over two weeks after repeated requests by me. They are a scam. I was just charged again and now the money that I had reserved for a family I adopted for the holidays is now going to this horrible business.

  Business response

  12/18/2023

  With the given information for the customer demographic, I am unable to locate this client in our system. Could I please get a date of birth and/or a confirmation of the first and last name on file?

  Customer response

  12/18/2023

  My DOB is 5/6/1982 and my full name is ****** *** ****.

  Business response

  12/18/2023

  Hi *******,

   

  With the provided information, I am still unable to locate your account. Where is your home location? Can you please provide me with the city and state? It may be under a different PBT market. 

  Customer response

  01/05/2024

  What supporting documentation do you need so that I may provide it?

  Customer response

  01/08/2024

  Hello. 
  

  Their address is:

  **************************************************************
  *************
  

  Many thanks,

  ****** ****

  Business response

  02/14/2024

  Hi ****,

  I am unable to locate you in our database. Where is your home salon located? 

  Business response

  02/28/2024

  Hi ******,

  We received a BBB concern regarding your active billing with Palm Beach
  Tan. I apologize for any misunderstanding with our policies. All account
  changes have to be made in writing by the 25th of the month, to go into
  effect for the following month. This can be done by either stopping at
  your local salon and signing the proper document, a written letter, or
  an email that was sent. With that being said, I have used your written
  request below to cancel your membership. As a courtesy, we are happy to
  honor a refund for the December and September billing. As a personal
  checking account is set up, we will need to mail you a check for this
  refund. Please confirm a good mailing address and we can get this
  processed!
  
  We have also removed the outstanding balance of $419.70. Should you need
  anything else, please do not hesitate to reach out.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Palm Beach Tan regarding unauthorized charges and their refusal to issue a refund for the past six months. I have been a subscriber to Palm Beach Tan's membership for approximately two years, during which I have not utilized their services for over a year.Approximately six months ago, I visited the Mid Rivers Palm Beach location to cancel my membership. However, despite my attempt to cancel in person, Palm Beach Tan has continued to charge my account $32.95 every month. Upon realizing this discrepancy, I promptly contacted their customer support via email to rectify the situation.In response to my inquiry, Palm Beach Tan claimed that they do not have documentation of my cancellation and, as a result, are unwilling to issue a refund for the charges incurred over the last six months. Their records show a prolonged absence from their facility, confirming that my membership has effectively been inactive for well over a year.I was a loyal customer, having paid ********************** well over $500 in total. Out of the total amount, I am now requesting a refund of $197.70, representing the charges made in the last six months. I believe that the responsibility lies with Palm Beach Tan's internal processes, as their failure to appropriately document my cancellation request has led to these unwarranted charges. Despite their acknowledgment of my extended absence from their facilities, they are unreasonably denying my request for a refund.I request the Better Business Bureau's assistance in investigating this matter and urging Palm Beach Tan to rectify the situation promptly by refunding the unauthorized charges from the past six months. Additionally, I hope that appropriate measures will be taken to prevent such incidents from occurring in the future.Thank you for your attention to this matter.

  Business response

  12/27/2023

  ***************,

  As previously stated in prior communications, we need supporting documentation of your cancelation. Upon the request of a cancelation, you are prompted to sign a cancelation document and it is to be kept by the client for documentation purposes. We do not show a cancelation was requested. We are also not held responsible to monitor client membership usage to dictate if a client wishes to keep their account open. ********************** will never make changes to your account without your authorization. All account changes require a signature or email documentation. As a one-time courtesy, as previously offered, we are able to honor a store credit as a form of compensation for you, but we are unable to refund back to the original payment method. I have also attached your signed EFT agreement for your records. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have gone into the business a number of times to cancel my membership. Some how they placed the account on freeze and has been charging me $8.99 without my permission. I have been told every time I go into the location the account is closed. Now I get a notification that I have been billed again. A year later. There is no customer service number to call only to send an email.

  Business response

  12/05/2023

  Case #******** ************************* (*** market)
  
  Correspondence should be sent to: 
  
  Pacific Beach Tan, Inc.                                                 
  *************************************************;                          
  Suite 204  *********, ** 97006                             
  Attn:   *************************;                              
  PH:  ************
  

  Business response

  12/06/2023

  Hi ****,

  You wrote into ** on 11/01/23 to have your account canceled and we canceled your membership on 11/03/23. You requested to have your membership froze on 8/27/21. I have attached your signed agreement for your records. You currently have $165.00 in tan dollars that will expire on 11/24/24. Please let me know if you have any questions.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 4/7/23, started membership with PBT and purchased a product bundle because was told i could only get the discount if i purchased it at sign up. was not told this was non-refundable.same day, had a reaction to the products purchased and contacted the store. after the call, noticed the dates printed at the bottom of all the bottles (typically an expiration date) were well over that date, some over a year.brought products back to the store on 4/8 and was told that it was non-refundable but could put store credit toward other products. had assistance from an employee, but other products had ingredients that I am allergic to. Was also informed that I would not be able to put that credit toward monthly membership.Still under the impression that the items were expired, the employee kept them in store.also on 4/8 i contacted customer service via email and never received a response.Went to another location of PBT on 4/9 to cancel my membership and explained the situation. They did not want to cancel my membership until i heard back from customer service (did not happen), was also told that the dates on the bottles are manufacture dates, but should not be more that 6 months old. (the products were well beyond 6 months old in that case)received a call from the original salon that the numbers on the bottom were lot numbers for the items, and was asked to pick up the product. I had already explained that I had a reaction to the products to begin with, regardless of the numbers on the bottom.after no response from customer service or any resolution, was charged again for membership on 5/1. reached out to customer service again, asking for cancellation as well (again). The response did not in any way acknowledge this issue, but i was told once again that I could pick up the product I had left there any time. no refund offered for either the product i had a reaction to (and no longer possess) or the membership i haven't used since this happened.

  Business response

  05/25/2023

  Customer had advised us that she will be picking up her products once she was corrected on the numbers on the bottles being the *** number, not an expiration number. She confirmed on 2 different occasions that she was coming by. We have documented each call and email in regard to this as well. Due to this issue being escalated, we have decided to refund customer her drafted dues and honor the credit for her products. Both these requests do not meet our criteria to be approved but we will kindly override our policy and honor them for her. 

  Customer response

  05/25/2023

   
  Complaint: 20072100
  
  I am rejecting this response because:

  I cannot use this store credit toward membership, and have expressed allergy to ingredients in products in store. I will also absolutely not be visiting the business again. This whole situation could have been easily resolved and is now very distressing.
  

  I tried on more than one occasion to resolve this with customer service. I was ignored the first time, then ignored again after I said I would not be picking up the products.

  Ive been told that the number on the bottom of the bottle represented so many different things, I cannot trust the answer it's a lot number.

  I did use 2-3 (including initial visit) sessions when I kept returning to resolve this issue, and within the first few days of this membership -that they refused to cancel until I heard from customer service. I also was never offered any promotional pricing on the membership.
  

  While I appreciate the refund for the month wrongly charged after I requested cancellation, the offer to give me store credit for the product is a joke.

  
  Sincerely,
  
  *******************************

  Business response

  06/01/2023

  The reason we do in store credit only is because we absolutely cannot resell the product especially since she used it and its posted clearly at all of our front counters and printed on receipts. Customer was given the first month free promotion upon purchase for the membership. The initial complaint for not wanting the products was due to the miscommunication on the *** number. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I did reach out to Palm Beach Tan for resolution and they not only take an excessive amount of time to respond they are not willing to resolve the issue. I kept receiving promotions to "come back" to Palm Beach Tan as I was a member previously and know that if I wish to end the membership the only way they tell you is you have to go in person prior to the previous billing cycle. I ended my current membership in September and saw they were still charged me for October and November. I personally drove back to Palm Beach Tan and told them I was still getting charged. They told me to contact Palm Beach **************** and they would be able to refund me for the unauthorized charged months. I contacted them via email and they were not willing to refund the unauthorized charges for those months saying they would cancel membership starting in December. They said they had no record of my cancelation. I made it clear it was canceled and something must have not recorded because I have personally been in their lobby when other customers have come in upset about this same issue and after reading reviews this seems like common practice for this company. I have not utilized this membership since September at all because I canceled it. They have provided no resolve and have not responded to recent email. These charges were not authorized and I find it very disturbing a company can just charge your credit card after you cancel a membership and they conveniently have no record to prove otherwise. I am again requesting a full refund for the unused canceled months of October and November 2022.

  Business response

  01/12/2023

  Per the membership contract we do not refund for unused services and members are required to cancel in writing.  We have no records of her doing so at the time she mentions in her complaint.  When she contacted us we advised that we would absolutely refund if she could provide proof of cancellation, which she could not -just stated that she did it.  We have referred her back to her contract and advised her that we cannot refund, however did cancel her when she initially reached out so that has been taken care of.  Out of courtesy we will add an instore credit for the one month billing from when she was last in store and when we received her email about cancellation.  if she cancelled on her last visit on 9/28 that would have been effective 10/31 for Nov billing - due to missing the deadline for cancellations.  she contacted us on 11/11 and we cancelled her membership at that point.  November billing was credited onto her account as in store credit.

  Customer response

  01/19/2023

   
  Complaint: 18610769
  
  I am rejecting this response because: As they stated my last visit was in September and I have not returned since. As I no longer trust this company and I would never go back into their business I again am requesting a refund for the unauthorized charges. They have a noted track record of complaints for this exact behavior and it needs to stop. They have no right charging customers after canceling for services not rendered. I am again requesting a full refund for unauthorized charges.
  
  
  

  Customer response

  01/25/2023

  When I went into the business for my last visit which was at the end of September, I canceled it at that time.  Palm Beach Tan will not let you cancel if you call  them and say you would like to cancel, that is what they told me so I specially went into the salon to cancel.  Again I have been standing in their lobby on a few occasions where unhappy members would show up and been upset saying they canceled and they got charged again.  I was not aware that the member ship had not canceled until I saw the charges on the credit card. I immediately drove back to Palm Beach Tan and very nicely saying I got charged for membership again and I canceled.  They then told me I would need to call to cancel. I said, oh, I thought you could only cancel by coming in person and they said yes but you can call too. Hmmm very confusing, but they said they would be able to refund me and it shouldn't be a problem it can happen which again I've seen it first hand. I really like the staff at the location they have been nothing but kind, but corporate is being extremely shady and they have fraudulently charged my card without my permission after I canceled. It's not ok to allow them to think it's ok to charge credit cards after a membership has been clearly canceled.  They shouldn't make the process so difficult telling members they need to go in person when they no longer wish to use their services. As they said my very last visit was at the end of September, why are they allowed to charge my credit card for the additional two months after I canceled? Not ok. I can't imagine what message this would send to consumers if they are allowed to get away with this. 

  Business response

  02/10/2023

  We apologize for the customer's frustration, however we do not have a record of her cancellation.  According to her signed EFT contract, cancellation must be done in writing - if she had cancelled her membership in store she would have been provided a receipt and she would have electronically signed a cancellation document which would have been emailed to her.   We would be more than happy to issue a refund if there was an error and she was able to provide proof of her cancellation.  Out of courtesy we did provide an instore credit.  We were authorized to bill her card on file for her membership until we had an official cancellation request, which was done as soon as she emailed our customer care department several months later.  

  Again, we are sorry for her frustration, but the customer bears responsibility to follow the contract as does the business.  

  Customer response

  02/15/2023

   
  Complaint: 18610769
  
  I am rejecting this response because:
  They are obviously not taking any accountability on charging my card for the additional two months that I did not use and canceled.  They have no right to do that,  its fraud. I do not want a courtesy free month which its not free because I paid for two additional months, against my will, as they just ran my card fraudulently. I do not feel comfortable even stepping foot back into their establishment as I no longer trust this business and find it very shady. The customer obviously does not come first here as again theres been many complaints for this exact same thing. No one should ever leave their card on file at this company as they will just run it whenever they want even after you canceled and when you catch it and bring it to their attention they will denied you canceled. Not a place I would want to do business with.
  
  
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried twice now to get a refund for a month of service I did not use for *** of 2022. I cancelled my membership but each time I request a refund they respond saying that they do not do refunds. Then what is the refund request on the app for? It's really unethical to keep peoples money who aren't using your services. Especially when it's so expensive. I just want a refund of the $82.45 for the month of service I did not use.

  Business response

  06/21/2022

  **************** had an EFT membership with us, she signed up for it on 1/11/22 signing an EFT *** agreement at that time.  She then requested that her membership be cancelled on 5/10/22.  Per the *** EFT agreement (it's attached for review) and our membership rules, her cancellation request was received in time for cancellation prior to June 1 billing and her membership stayed active through May 31, 2022. 

  The EFT Agreement clearly states:

  All membership fees are paid in advance.  and are due on the 1st of each month.
  Any billing changes must be submitted in writing by close of business on the 25th of the month prior to the billing.
  There are no prorated refunds of fees for partial months of service. 
  No refunds will be given for any unused months.

  As such she was advised that she was not eligible for a refund for the month of May as she is requesting.  It was her responsibility to manage her membership and cancel it prior to April 25th if she did not want to use or be billed for services in May.  

   

   

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had redlight-only membership, which was discontinued during Covid. In ***** was told that instead of $59.95/mo for redlight, now I had to pay $99.95/mo. June **** was $73.50 (with discount). July supposed to be prorated because 1st mo not full mo, but they don't credit until 2nd mo), they charged me $94.96 (which was higher than I was told). August charges $104.95 & that's when I called to find out why they kept charging me more each month. They said I was being charged a tan tax on top of my mo membership fee. What?! (1) No one mentioned extra charges (not on website either) and (2) I DON'T USE TANNING SERVICES, only redlight for medical reasons, which is exempt from tanning taxes. Their response to my complaints was that I could use the tanning services if I wanted to. I told them I would reach out to ****** AG and then (yesterday) I got a phone call from ******* telling me they were cancelling my membership because I wasn't a good fit for their company.

  Business response

  08/06/2021

  Thank you for the opportunity to respond.

  In March of 2020 the customer chose to cancel her membership with us that included access only to the Red Light Booth equipment for $59.95/month.  Note that during COVID closure we advised all customers who requested to cancel their membership that if they wanted to stay active to retain their current membership level, access and price we would not be billing memberships while we were closed and unable to provide services. She still chose to cancel her membership.

  In December 2020 the company stopped offering the red light only membership - this was a national change and due to a restructuring of all services.  Any existing memberships were grandfathered in and kept their memberships but any new members were not able to purchase a red line only membership.  Our red light access is only offered in our diamond level memberships which include sunless spray tans, red light and UV beds at the silver, gold, platinum and diamond levels.  Per the *** excise tax for any UV tanning services we are required to charge this 10% tax on all memberships that include UV access regardless of what services a customer chooses to use, it's about what they have access to.  

  on June 4, ************************* to purchase a new membership, she was told that the membership she used to have was no longer available and that the only membership that includes red light was our Diamond Premier Membership for $99.95 a month.  She purchased the membership using a promotion we had at the time for a $49.95 credit. So she paid $99.95 plus the $20 startup fee minus the $49.95 credit plus tan tax for a total of $73.50.  It was explained to her that this was the amount for the first full month of access (July) and on her first billing on July 1 she would be billed the pro-rated amount for her access in June (June ****) plus tax. So she was billed $89.96 plus tax for a total of $94.96.  

  ******** expressed her frustration again with our store staff and customer service team about the fact that the membership she used to have was no longer available and expressed that it was illegal for us to charge her the federal excise tax since she wasn't using the uv tanning services.   All persons who came into contact with her reported that she was angry and aggressive leading them to escalate it to management.  ******** care advised her that this was the membership available and we couldn't make an exception and not charge the tan tax - it's automated and an *** requirement.  She continued to be aggressive so our team advised that we would refund her billing for August, which has been completed, and it was best if she sought services elsewhere.  

  We are unable to meet her requests - offer a membership that was no longer available in our system and not charge her the federal excise tax.   Because we could not meet her demands and she was treating staff inappropriately we felt it was best to part ways and refunded her for her August billing.

  Customer response

  08/10/2021

   
  Complaint: 15729293
  
  I am rejecting this response because:  it is untruthful and offensive to me.  While I did voice my frustration with their policies, I remained professional and polite.  I neither raised my voice, nor used inappropriate language and at no time did I make it personal.  I simply stated my objections and the reasoning for them.  While I was speaking with the manager, the women who was supposedly her boss stepped in to reiterate that they were charging me a tan tax because I could use tanning services if I wanted to,  and after hearing her repeat herself, I explained that I understood that they didn't make the rules, that I had stated my position, that I understood her position, and that the next step was for me to contact the ****** AG office.  I then asked to use the red light booth, waited politely for it to be ready, and thanked them when they told me it was ready for me.  During the entire visit, I was polite and in no way expressed myself inappropriately.  I really can't see how anyone could have interpreted my behavior as inappropriate and it offends me that they are suggesting otherwise - unless they think it is inappropriate to question the company's policies at all, in which case, I disagree with that point of view.   It's obvious to me that the company will not be changing their policies and will not admit to fault in their billing practices, instead choosing to go on the offensive, so we're at a dead end.
  
  Sincerely,
  
  ***********************

*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. ↩