ComplaintsforSolaire Sunspray

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a spray tan 8/15/24. As soon as I left from the service I noticed my feet/lower leg and hands/wrists looked as though they had no product on them. I sent a text to the sprayer and she advised it would look right when it sets in. The next morning after showering and following all after care instructions provided by Solaire my tan was consistent nowhere. I looked like a zebra. My stomach, front to back of legs, arms. Nothing matched. I reached out to the owner *******. We had a conversation through email and messaging. I sent her pictures. She apologized and agreed my tan was not right. She offered I come in for it to be redone but I did not have time to do so. I told her I would just work on scrubbing it off. She brought up a refund by saying she had initiated a full refund. I never received the refund. I have reached out to her multiple times via messaging and email and she is completely ignoring me. No response whatsoever. In addition after looking for a refund in my bank account I noticed the amount charged for the service was more than it was supposed to be.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card has been charged for several months in spite of cancellation of my membership. I contacted Solaire to cancel my membership in December 2023 after realizing that they did not cancel in November at the end of the initial 3 month membership, and my account has still been charged $77.87 monthly through July 2024. I’ve called and emailed the business owner numerous times for refunded membership fees and to see how many tans remain on my account because I was informed that they do not expire. The business owner will not respond or resolve this issue.

  Business response

  07/22/2024

  Hello, 

  Memberships cannot be cancelled via phone call or email. In order to cancel a membership the client must come into the salon and cancel for the purpose that anyone can call or email and we need to confirm it’s our actual client cancelling. We’ve responded letting this client know that her tans would be on her account and even cancelled the membership moving forward against our policy even though she still has yet to come in and cancel in person. 

  Customer response

  07/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  I was told that the membership was cancelled in December. Also, what is the number of tans that have accumulated?

  Regards,
  
  **** *********

  Customer response

  07/25/2024

  The business owner will not respond to emails or questions. I’d like to know how many tans I have on my account, whether or not they are transferable, how many months they’ve been charging me, and in those months, how many tans I’ve purchased and used. If she won’t refund my fees, she could at least respond to these questions so that I know what benefits I’m entitled to. Since I haven’t even used all of the tans from my initial 3 month membership, I’m certain I have many, many tans on my account. As I don’t trust the record keeping at Solaire, I’d like an official tally so that I can track them from here on out. I’d also like assurance that my card is no longer on file and will not be charged by this company again. 

*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. ↩