ComplaintsforZoom Tan, LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Took out a monthly tanning membership due to expire on 04-13-24. On 04-13-24 I did contact Zoom Tan and cancelled membership on line as that was what I was advised by clerk at business on ************. When I went to cancel it appears that they automatically renewed the membership and charged my credit card the $42.90. So I called the local telephone number on 04-13-24 and was advised they could not issue refund at their level and provided an email address to contact ****************************************** I have sent two emails to this address with negative response. I feel they had no right to charge account until at least the end of the day on 04-13-24 and am requesting reimbursement of the charges to my credit cart. Thanks

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a returning customer for years. no in store issues other than the rooms arent always clean, bathroom has been out of hand soap too many times too count. (not so clean bathrooms.) now on the customer service side of things, horrible. this business makes it nearly impossible to get in contact with an employee. you can text an employee but if they get back to you they cannot handle anything on your account that comes to payment. the email that is provided for service seems to only send automated messages. my mistake was not canceling my monthly membership by 11:59 pm. the day BEFORE it was due apparently. when talking to customer service over the phone (I called the number that texted me) they told me if I emailed they would be able credit my account so I could use the service a different month in the year. so far I have not been tanning this month as I have been waiting on a reply, but have only been met with automated replys it seems. only looking for a credit on my account since I live nearly an hour away, I try to use this service when I know I will be in the area. this is the only business I know of or anyone I have talked to (who also tans) that renews memberships the day before they are due.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a BLACK FRIDAY special back on November 25, 2023, at the ZOOM TAN at *****************************************, **************. I did not get a receipt which in the past hasn't been a problem. I've been a long-time customer. I went to the ********** location yesterday, 4/7/24 and was told that I didn't have a plan in their system. The associate claimed, it probably expired. My issue is when you are a Zoom Tan customer, they take your phone number, email address and address. I was not made aware that the purchases I made had an expiration date. The clerk that I spoke to on Sunday could tell I was upset and did not care that I was dissatisfied or ever came back again. If they want to keep me as a customer, I would like them to honor my purchase.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased what I was told by the front desk at my local Zoom Tan store a one month spray tan. I wasnt told that it was a MONTHLY recurring payment that I had to cancel online or they would continuously charge my credit card $49 every single month without ever telling me. Zoom Tan NEVER notified me when they charged my account, even though they have multiple ways of contacting me and text me randomly about deals. I think it is extremely horrendous business practice to intentionally charge peoples credit cards without their knowledge, without ever intending to notify them (because they simply want their money). This is a very sleezy business practice, and I deserve my $343 back. Its so sad this business is getting away with this. When I talked to customer service tonight, the lady said that there was one person that ***** noticed on her bank statements that Zoom Tan had been charging her every month for 4 years. Shame on them. This needs to stop.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a spray tan and red light therapy annual pass from Coppertan in ***************, ******* on August 8, 2022 for $599.00. The pass started on October 29, 2022 and would expire on January 28, ****. Due to the red light therapy machine not working in June 2023, the owner *************************** added an additional month to my pass which would now expire February 28, ****. **** sold the business I believe during the summer of 2023 to Zoom Tan. Around November 1, 2023 I went to Zoom Tan and was told they would need to scan my drivers license into the database for me to use the red light therapy machine. I told them I was not comfortable with them having my drivers license but I would gladly show them my ID if they needed to verify my identity. They already have you input a PIN number and use your fingerprint to verify your identity. I was told if I did not give them my drivers license then I could not use the red light therapy or spray tan. I asked for contact information to speak with someone in the company. When I called the number, the person that answered told me the same thing. If I do not give my drivers license, I cannot have access even though I have paid in full and would show my license if they needed to verify my identity. I then emailed the company at the email I was provided. I received a response stating they have the right to require me to scan my license because they are a private company. The email was not signed by a named person just a ************* business card. The privacy policy on their website allows them to use the information you supply them in many different ways which is quite concerning. They have stopped communicating with me and I have not been allowed access since November 1, 2023.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 07/12/22 I entered my Discover credit card info at www.zoomtan.com for membership. When I went (to ZOOM TAN in ********, **) to tan, gave them my driver's license for ID (per website instr), I was told by the 2 staff members present that they "Could not allow me to tan without a cell phone." I thought they were kidding me. So told them, already signed up/paid with card on-line/brought the license for ID/gave them home phone number. They looked at each other, apparently confused ? as to WHY I would not have a cellphone.... Told me again that I would NOT be allowed to tan without one. "It's for your security"... but then suggested that "Maybe a friend, or husband, ... would let you use theirs ? " I replied "No. I will not do that, and how is someone else's cell secure or proof of anything ? Told me "Then all we can do is cancel your payment... and your membership." I agreed, waited as they went on computer, they looked up & said "Oh you're all set, you don't have to wait... We're taking care of it right now" So I left. Never thought about it again.UNTIL reviewed my Discover account and found that Zoom Tan HAD/WAS STILL charging me for membership fees. 14 transactions : $561.00 I called number listed on website *************), explained the issue, was told "We don't handle that" and instructed me to send an E-MAIL to: *************************************** , which I did.Their reply : "Thank you for reaching out to us at Zoom Tan about the issue you had with your membership. We are a paperless company and use cell phone numbers to send forms or important information which is why it's really important that we have the cell phone number on file and require it. I do agree that sharing a cell phone would not have worked with your account. We do apologize if this caused any confusion or inconvenience.The **************** do not have any sort of access to cancel memberships for clients and this was not reported to us through the salon or from **************** to be able to help at the time. Typically, all memberships can be canceled online 10 days after sign up but we could have done more if we knew and all sales are final. At this time, our credit card processing system does allow us to go up to 6 months' worth of refunds and we can provide that to you today! 5 months of $42.90 and 1 month of $38.50. If this is something we can do for you, please let us know your approval and we can proceed."I told them I disagree, I did not feel a partial refund ($253.00 of the $561.00 plus 29% interest that I was being charged) was adequate, since I had NOT used ANY of their services through no fault of my own. THEY refused my use of their services, AFTER I had paid.Despite repeated calls/e-mails I am unable to obtain a phone number to call to actually talk to somebody, anybody, who doesn't tell me "THEY do not handle that".And now, today. I called to request billing #, was told " There's not one. Only way to contact them is by e-mail". Reviewed above info with "****" who told me several times during the call "I DON'T believe they said that." , "I think you're not telling the t..., I think you're MISTAKEN." Told me again to "Send another e-mail, maybe they replied back and you just didn't see it... It's hard to do , right.. checking your e-mail..?" Then commented, "It's not OUR problem that you don't have a cell phone !" Then said SHE would send e-mail regarding "MY ISSUE " to Billing herself. I find the whole thing unacceptable. 1) That a cell is required to tan. That I can be discriminated against , based solely on the fact that I do not own a cell phone. 2) That I shouldn't have been able to trust the staff at 1st encounter, that told me they would take care of cancelling payment. 3) That there is no way to TALK to billing staff. 4) That I am to believe a business can only go back/access 6 months on customer account. 5) That I am expected to accept being treated in such an UNPROFESSIONAL manner by ALL staff involved...the attitude, language, accusations, rudeness. 6) That I am expected to accept a refund of $253.00, when they rec'd $561.00, for services they did not provide. I simply want the $561.00 returned to me. I will NOT pay for services I did NOT receive, services they REFUSED to allow me to use.Thank you , *************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Saturday, November 11, 2023. I visited my local Zoom Tan at the ****** location address ***************************************************************** at this point I got into a normal bed that I always use room two or room four, and within 15 seconds of the bed starting I looked down and there was a lightbulb that was catching fire at my feet. I took a photo. And immediately ran out of the bed to grab the associate to show her what I was talking about after I showed her, she disabled the bed and proceeded to inform her manager however, that does not change the fact that if I happened to not notice or maybe I didnt look down on this given date and time that lightbulb couldve very well exploded as it was on the verge. As soon as the bed turned off, there was a burnt residue around the bottom of the lightbulb, the fear, emotional distress and anxiety that this experience has provoked for me very well might ruin my ability to ever get in another tanning bed. This was not just a lack of customer service. This was a safety hazard not only was this a safety hazard, but the ****** colonial and Cypress locations are run by a regional manager by the name of *******, when I worked for Zoom Tan over the months of mid August to mid October, I informed her that I was trained improperly and taught that I didnt have to clean the beds thoroughly this entire chain in the south *************** area is utterly disgusting and repulsive. The health department needs to be involved and random spot checks need to be done. This is not safe for anybody to be tanning at these locations.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been Zoom Tan member for over 10 years and was paying approximately $30 per month for combination of spray and UV tan. With past six months Zoom Tan raised rates to over $60, double what I was previously grandfathered in for. Although the rate increase was excessive info understand that this is somewhat market competitive given their tanning machines performed properly. There have been two incidents within the past three months were the spray machines have malfunctioned and I had to go home and shower and reapply all lotion and makeup to avoid being splotchy. I contacted **************** to request refund for month which given that I have been customer for as long as I have would be appropriate. For $60 I should never encounter malfunctioning machines and in the event I do there should be compensation for my time. I will be shopping for alternatives for Zoom Tan at this point because there **************** and machines are subpar.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Dont go to zoom tan!I thought I was signing up for 1 month. Turns out they charged me for 5! I emailed corporate and they are a**holes. A company thats greedy and doesnt care about its customers! Only money! What a surprise. I only used their services for a month and they still wouldnt refund me. They have no problem sending out sales text messages every single day to annoy you! But doesnt send out messages warning you that your being charged! Absolutely ridiculous and disgusting company. Also the staff is super nice. This has nothing to do with them. But the corporation itself.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have been a yearly contract renewal client with Zoom Tan since 2012. May of each year, my contract authorized my bank $9.99 plus tax per month until contract expiration. In March, Zoom tan charged the correct amount as shown in documents on 3/1 but increased payment without my authorization to $42.90 per month on 3/31.I chose not to ************* contract in May because of the increase and Line 6 of the new agreement "All prices, fee, and draft dates are subject to change without notice". I would never authorize any business for such liberty with my bank ****************************** claims I needed to cancel my yearly renewable membership with advance notice and fraudulently claim I agreed to it ELECTRONICALLY, which the document THEY provided to my bank clearly stated "not acknowledged" at the top of the form. However, they OBVIOUSLY used a previous contract and pasted (with a snip and paste gray rectangular box) my signature at the bottom of the electronic form. (Pasted below the signature line!) Zoom Tan also used an address from 5 years ago.This behavior violates Florida Statutes CHAPTER 501 CONSUMER PROTECTION PART II Deceptive and unfair trade practices (ss. 501.201-501.213), *******, Exploitation of an elderly person or disabled adult; penalties and violates basic contract law and basic contract law. They did not have authorization to charge my account more than ***** per month with contract expiration per the texted contract 5/9/23 that I did NOT sign. Please notice the copy and paste is BELOW the signature line!!!!!!!!!!

*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. ↩