ComplaintsforPalm Beach Tan

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I told the employee that I wanted to pay month to month when I signed up for their Gold Package. She said I HAD to do an ACH.She told me my account would be auto debited on the 1st of each month. I asked if I could bring in a different card at that time because the auto debit wouldn't go through on the card that I used to purchase the package. She told me that would be fine & I could bring in any card I want. She said I got a $25 credit towards tanning lotion. I asked which ****** she'd recommend to help me achieve my tan fastest because I was getting married in 2 weeks. She chose the lotion, which I used for my 1st session.Before coming in for my 2nd session on May 1 I used the lotion at home first that the employee gave me. I dealt with the manager. She told me that I couldn't use a different card because the deadline to make changes was May 25 & that my account would be red flagged resulting in a $10 fee. Although I was upset by initiqlly being given the wrong information I asked to tan that day. She asked which ****** I had & when I showed her she said that was NOT a tanning accelerator it's a tan extender & using that prior to tanning will block my pores so I would not get any color. I asked if I could exchange it. She said that I couldn't because I used the lotion I was given. (Lotion I was TOLD would help me tan faster)When I went back to *************** checked me in again. I went into bed 2 again. It WASN'T EVEN CLEANED AFTER THE LAST PERSON! I pointed it out to the manager who said that the bed was dirty because someone must've used a lotion that wasn't approved for indoor tanning. The bed was clearly dirty with sweat and lotion from the last person.The upper part of both arms and both b****** are still pastey white and haven't received ANY color! And you can see where the tan line starts on both sides of my neck because the sides of my neck didn't get any color either! Now I don't have money left to go elsewhere so they can fix my tan before my wedding.

  Business response

  05/10/2024

  Good morning! I had reached out to ******* to further discuss her issue and she had responded that she can speak with us after her wedding on Saturday. I have attached a photo of the conversation showing this. If she is available to now discuss these issues then we are more than happy to! I will reach out to her on our original thread! 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a contract with Palm Beach Tan, after freezing my account, I was charged the full $80.00 the next month, I called Palm Beach Tan for the second month in a row, I argued with them they are taking out the full amount instead of the $7.00 it should've been to freeze my account. I was told the girl I spoke to is not there any longer, and the person froze my account. I then attempted to reach out to their corporate office, (they wouldn't provide me a location) they said, I could ****** it. After several emails, I was informed, I couldn't cancel/freeze over the phone, I then stated, I have done this many times and I have been a customer for years, I wanted a refund of the two months. I have an email from ******************, Client Supervisor Manager, I would get a refund, this is after emailing and calling without any responses, emails or callbacks. ****** stated, in an email, I would get a refund this one and only time, and it would take 7-14 days. This email was on February 9th, there isn't a pending credit on my credit card. I have tried reaching out many times with no response. I am looking for a credit of two months, which is what I shouldn't received.

  Business response

  03/07/2024

  Hi *******!

   

  I sent you over the confirmation of refund earlier. It is in your inbox, on our current conversation thread. Please let me know if you have any questions or need my assistance further. I can always send it to you on this thread as well if needed. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 products on 9/19/2023 and was told I could try them and if they did not work then I could bring back for a full refund. I ended up having an allergic reaction and needed to return. Upon returning the employee took the products AND receipts back but stated she could not process return without a manager and would have the manager email/ call to follow up. After reaching out multiple times to try and speak with the manager I was finally connected 3 months later. The manager stated it was a return that would need to go to her manager and she would find out what to do and call me right back. I have still never received a phone call back and can’t get through to anyone. I am just wanting a refund on the products I was promised could be returned. I am still to this day not being told that they can’t be returned but just empty promises on follow ups.

  Business response

  12/06/2023

  Hi ******, 

   

  I just confirmed with our billing department that your refund has been processed and you should be receiving this within the next few business days. Or any reason this does not show a refunded on your end by the end of the week, please do not hesitate and reach back out to our customer service department.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I had started a membership with Palm Beach Tan over summer like I always do then cancel after summer. I tried calling to cancel as I was told I am able to through a manager (have canceled this way in the past) I was told I have to come in. I have not been able to make it up there in months have not used my membership in MONTHS and continue to be charged for something I don’t use anymore all because I’m not available to come into the location with everything going on in my life. It would be appreciated to a lot of customers if you changed the way to cancel. What if someone no longer has a car? You’re going to make them accommodate a ride JUST to cancel a membership? It’s absolutely outrageous. Just another way to keep taking someone’s money.

  Business response

  12/05/2023

  Hi *******,

  I am very sorry you have not been able to get your services canceled. I have reviewed your account and do not see any communication with us prior to this. I have canceled your membership, and you will no longer be billed for any services. We do offer our clients to cancel by email, mail, and our APP if you're not able to come in person. We just prefer in person so you can sign your cancelation form and have it for your records. I have noted on your account that you have requested to have this canceled effective 01/01/2024 as the 25th is the last day for membership changes. Please let me know if you have any questions! 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member with this company for a number of years, and we are charged on the first of the month for full month access. My account was debited on 1/2/23 for January services/ membership and I had no issues until 1/30/23 I received an email that my account was terminated. I did not make this request and assumed it was a mistake. On 1/31/23 I went into the Ballwin/Manchester location to tan and was told my membership was cancelled. I voiced concerns with this for a number of reasons - 1) I had already paid for the full month of January 2) my account was already showing the month of February payment as pending, and 3) I did not request a termination of my account. The staff working didn't know what to do, I told them to call the manager ******* or the regional manager. They contacted ******* and were able to correct my account and see that another employee did something incorrectly on my account on 1/28. I was informed that I would not be charged again for the issue and that my account was all good. I was able to tan on the 1/31 and within an hour of leaving, my bank account showed a charge of $12.93 for the service. I immediately contacted the store and spoke with ****** she said she didn't know why or what I was charged for but ******* the manager would be in the next day from 9-4. I called the store at 9:30am, 11:00am, and 3:30pm on 2/1/23. The first call I was hung up on. The second call I was told ******* stepped out but would be back shortly. The 3rd call I was told that ******* left and wouldn't be back until 9am on 2/2. Today, 2/2 I called the location at 9:39am and was told that ******* isn't in. When asked if she was coming in today I was told they didn't know, she's on the schedule but they don't know if she'll be in. I know ******* also is managing the location in Brentwood so I called that location at 9:41 and was told she is working at the Manchester location today. I have also submitted two billing issues through the corporate contact website requesting a refund for the charge due to a mistake made by an employee but no one has contacted me at this time.

  Business response

  02/07/2023

  Thank you for contacting PBT to resolve this issue. 

   

  On 1.26.2023 you purchased a lotion sample packet for $12.93. I have refunded this charge as well as your Feb 1 billing of $87.95 for the inconvenience. I am sorry for the issues with your account. Please let me know if there is anything else I can do for you. We look forward to seeing and tanning you again soon!

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I created a subscription with Palm Beach in May, 2022 in preparation for a work trip to Florida later that month. I was advised that I would need to cancel the subscription in person. According to a customer representative, the last time I used the service was in May. I went to the business in July (exact date unknown as I was advised and assured that this would be resolved or I would be contacted if any issue) to cancel the service. The young lady was unable to find any active accounts under my name (only accounts from years ago). I handed her my ID and she took down all of my information including my phone number and stated she would handle looking into my cancelation request with her manager, and would call me if any issues. I've since received two more $105 charges on the account. I've contacted the company again and they stated that they can now find the account, but there's no record of me attempting to cancel the service. I have no control over what the employee does or does not input into their systems, which puts me at a complete disadvantage as it creates a state where I have no ability to prove my case via paper trail. It has also been stated that there is an additional owed fee that I'll be required to pay if I want to cancel the service. This is highly predatory and well beyond reasonable to cancel a simple service.

  Business response

  09/06/2022

  We do not have a cancellation form on file for this client or a note stating he attempted to cancel his membership. The first time we have record of him reaching out to our customer care is September 1 when he called us, sent and email, and reached out to the location. He payment in July was rejected. Per our refund policy we will refund anything within the last 30 days. A refund of $104.95 has been issued. 

  Customer response

  09/06/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  I acknowledge that there is a lack of formal cancelation on file due to the representative at the branch location unable to locate an active account for myself, ****** ********, when I traveled there in July with the sole purpose of canceling the account.  The representative on duty has my ID in hand, phone number, and mailing address.  This is when I was assured that there would be no more charges to my credit card on file and also advised that I would be contacted by a manager if there was any issue that required a follow up.  I am willing to make another trip to the location of the business, provided there is coordination with a manager that will be on duty to finalize any remaining paperwork, as the lack of a manager on duty is how this situation has become so difficult.
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 2019 I signed up for a membership at Palm Beach Tan at ***** ********** *** *********** ** ****** I was charged $42.97 plus a $20 start up fee, so $62.97 total on 9/19/19. I was dissatisfied with my spray tan because it was splotchy and planned on cancelling my membership. The following month I was charged $48.97 on 10/2/19. I then CANCELLED my membership in store. The associate asked me if I would like to freeze it and I said no, I would like to cancel. Signed some paperwork and thought that was it. The next month (November) I was not charged. Then weirdly I was charged $7.88 on 12/3/19. I was then charged $7.88 a month every month even up to now, April 2022 for a total of $228.52. I am busy during the day so I did not have time to go in store for $8. I tried calling customer service in December of 2019 and was sent straight to voicemail. Left a voicemail but never got a call back. I became super busy and did not have time to try to get a hold of someone for $8. Finally on 3/15/22, I called the customer service # and was sent straight to voicemail again. Left a voicemail and was called back on 3/16/22. I asked why I was being charged $7.88 a month for the past 28 months and her answer was that I had frozen my account and signed a form saying I wanted to freeze my account, which I did not. I asked her to email me this form I signed and she said that it wasn't on file because conveniently their records only go back 2 years. I then asked for a refund of the $220.64 I had been charged over the past 2 years because I did not freeze my account and never intended on going back to PBT after my splotchy spray tan. She said they could not issue a refund, so I ended up RE-cancelling my membership and they sent me a cancellation confirmation this time via email. Weirdly they didn't have my email and had to ask me for it. BUT THEN I WAS CHARGED $7.88 on 4/2/22 after all that. I would like a refund of the $228.52 in "freeze" fees I DID NOT authorize.

  Business response

  04/07/2022

  ***** signed up for her membership on 9/17/2019 (EFT signed consent attached). She then froze her membership on 11/25/2019 (signed freeze form attached). We do not have a record of her calling our customer care line or leaving a voicemail with us until 3/15/2022 when she requested to cancel her membership (signed cancellation request attached). 

   

  Unfortunately, due to the signed forms and no record of her contacting customer care we are unable to refund the requested amount. 

  Customer response

  04/07/2022

  Complaint: ********
  
  I am rejecting this response because: I am at least owed $7.88 because I canceled last month (which your paperwork confirms) and I was charged again this month.
  
  
  
  Sincerely,
  
  ***** ****

  Business response

  04/11/2022

  I have processed a refund for the requested amount of $7.88. Please let me know if there is anything else I can do. Thanks! 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership with them in August. I spoke with the receptionist. She asked if I wanted to freeze my account. I told her no. They continued to charge my card since September. They agreed that they charged me but haven't stopped charging my credit card. They said I would receive a call from the Regional District Manager and I never received that call. They charged me for 4 months at @ $46 per month.

  Business response

  01/25/2022

  We have refunded **** $219.75. The breakdown is 5 months at $43.95. Please let me know if you need anything else. Thank you! 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife and I saw an ad painted on the window of this tanning salon. (I have a picture of it) for 1 month of tanning for 14.95 per person we went in and inquired and found out it was (in the low grade beds). Being new to the area and on a tight buget we decided to do this for our recreation. the manager seemed nice enough and rang us up and I used my debit card...she told me her receipt printer was not working but if I wanted to I could come back for the receipt. I said no worries and thought nothing of it. when we tanned I was extremely disappointed. there were rodent droppings on the floor and the bed would not stay up long enough to get in and out of without falling down on your head. when I came out the manager was gone. The next day I went in and asked for my money back to which she smugly said "we dont do refunds"...so we reluctantly tanned. the following day I looked up their website which says they have an unconditional money back guarantee for any reason if not fully satisfied....I also found out that she charged my debit card 34.95 per person instead of 14.95 now im very upset and went back down their ....when I asked her why she didnt tell me about the money back guarantee ?? she replied "its not my fault you cant read" I said Oh my god!! and you charged me way more than you said....she without any remorse oh yeah there is a 20$ activation fee per person....I said you didnt tell me that and it does not say that anywhere in the ad....I would not have chose to do this if that were the case...she then told me she was cancelling my account and I had to leave the store and not come back...I said thats fine so your refunding me? she replied "no" and then smiled and said "your not getting your money back" " so your just stealing from me"? call it what you want she said and kicked us out of the store. I just want this to be addressed because if she keeps getting away with this other people will be hurt.

*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. ↩