Complaints

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a VIP member since May 2021. They told me I could cancel or freeze my account anytime after 10 months of auto pay. It has been well over 10 months. I have gone into two different locations to freeze my account. The front desk couldnt help me and directed me to corporate. Since October of 2022 I have called corporate numerous times to get no response. I have no way of freezing the account without their customer service. March 2023 I finally get through to corporate and they tell me I have a balance of $326. that must be paid before I can freeze or cancel membership. If they would have answered my calls months ago this fee would not be there. She blamed me for signing the agreement. What a scam. She tells me I have no other choices. If I do not pay the $326, I will continue to accrue charges monthly and it will eventually go to collections. Originally I didnt even want to cancel. They lost a good customer because of their incompetence and terrible customers service. I want a reversal of balance due and cancel membership.

  Business response

  03/17/2023

  Hello,

  our office is open Mon-Fri 9am-5pm to assist. we have no record of any requested freeze either via phone or through email. without thta verification the current balance would need to be made before any changes on the account could take place.

   

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to cancel for over a month and a half haven't gotten any replies can't get anyone on the phone yet they continue to bill me

  Business response

  10/11/2022

  Hello,

  we have spoken to the member and taken care of the complaint directly with them.

  Thank you,

  Bodyheat Tanning

• Initial Complaint

  07/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have been trying to cancel my membership, not only have all my calls and messages, well over 10 messages, unable to get hold of anyone and not only do they keep charging my debit card, they raised the rates. They claim they can't cancel anything in the store, you have to get hold of corporate, but yet when you call cooperative number it gets transferred to a store, for five months we have been going round and round. This is illegal, and I hope someone files a class action lawsuits for the dirty and illegal practices.

  Business response

  09/07/2022

  Business Response /* (1000, 8, 2022/08/12) */ Per the membership agreement all cancellations require a written 30 day notice. We show the membership was closed effective 7/31/2022.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  According to my last interaction with the company in April of 2020, I was told that my account would be frozen, due to the pandemic. I told them that I needed an indefinite freeze since I was leaving the country for several months, and my understanding that my account would remain frozen. I have had a billing freeze due to being out of the country with this company before, and it did not start up again until I made contact to do so. After recently reviewing my account, I discovered that they had been charging me since June of 2020, at the height of all business closures, with ZERO notice of any kind that the freeze had ended. I called billing and was told that "we followed the governors orders". Only businesses deemed essential were opening that early. The entire strip was closed and no one I knew was back at work. Regardless of them opening, I made contact to freeze my account for reasons other than the pandemic, but they still unfroze it and began billing with making contact. This is extremely frustrating and seems highly dishonest. I asked for my contract to paste here, and they said it is all done through email and I couldn't even cancel my account without having to email an address they game me. If they email me the contract and receipts that I requested, then I will paste them.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/07/20) */ We show no record of the freeze request. We informed client if they can provide verification of the request we will then be able to further assist.

• Initial Complaint

  05/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been a customer for roughly 10 years maybe longer. For the past 8 years or so, I've been a month to month member because I am only a part time resident of Las Vegas. This past winter I signed up for the same month to month membership I always purchase. The young girl behind the counter said it was the same as previous years and handed me an electronic signature pad to sign. I signed it not giving it a second thought. After all, I have been a customer for many years and I had no reason to suspect anything was different from previous years. Last week I emailed corporate (like I do around this time every year) and asked them to put my membership on hold for the summer. I was shocked when I received a reply stating I could not put my membership on hold without paying them a $200.00 fine. I immediately called the corporate office (what a joke that is) and was given an attitude. They did NOTHING to help me resolve this issue. They blamed me instead of their incompetent staff. I felt completely victimized by this company. The way I was treated was unacceptable. I was appalled to see how many people have the exact same complaints. This seems to be a pattern with Bodyheat tanning and it has to stop. In my opinion these people are criminals. They do not care about resolving issues they just want their $200.00.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/06/08) */ Hello, we show that per the members request the membership has been placed on hold effective on the next scheduled draft on 6/15/22. Please let us know if we can further assist the member. Consumer Response /* (2000, 7, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to tan and the front lady told me they were shutting down, so I called corp on 4/6/22 to see that they cancel my payments the lady told me they were not closing. I went again and asked front desk on 5/12 another worker told me they were shutting down at the end of the month. Mind you I have only been going to Body heat 2months at this point. Corporate again told me it's not a fot sure thing and if so, I told her to let me know if they were going to do that, so I can stop payment. I called corporate 5/16 and was told they were shutting down at the end of the month and that I would have to put in a 30days, notice even though I have been calling since April and continued to be told they were not shutting down. I called 5/24 and the same woman that answered the first 2 times that I called corporate told me they are not shutting down and she has no idea what I am talking about and if they are then I could go to other locations. The 30 day notice should not apply to customers if they are the ones shutting down and I only go to this location and signed up to this location because it's convenient for me. They woman refused to allow me to talk to another manager or owner of the company. I also sent an email on 5/20 and have not been contacted or emailed back/ Attached here is the email.

  Business response

  06/08/2022

  Hello,
  This specific location will be closing at the end of June and we have 17 valley wide locations that all memberships are valid at. We have cancelled this members membership per request effective 6/14/22, with no further debits to take place.
  Thank you.

  Customer response

  06/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not notify and lied about closing each time I called and I was calling from the beginning of the month. If corporate would not have lied and advised me the 1st time I called I would of then put my notice in then. An because corporate lied each time and mind you have not advised any of their customers at this location of their closing my notice my contract should have ended May 6th. not in June. From the 1st time I called and again was lied to.

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/06/08) */ Hello, This specific location will be closing at the end of June and we have 17 valley wide locations that all memberships are valid at. We have cancelled this members membership per request effective 6/14/22, with no further debits to take place. Thank you. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not notify and lied about closing each time I called and I was calling from the beginning of the month. If corporate would not have lied and advised me the 1st time I called I would of then put my notice in then. An because corporate lied each time and mind you have not advised any of their customers at this location of their closing my notice my contract should have ended May 6th. not in June. From the 1st time I called and again was lied to.

  Business response

  10/18/2023

  Hello,
  This specific location will be closing at the end of June, and we have 17 valley wide locations that all memberships are valid at. We have cancelled this member's membership per request effective 6/14/22, with no further debits to take place. Signage with closing date was listed at the location notifying all clients of the date of closure and other location addresses to use.

   

  Business response

  10/19/2023

  Hello,
  This specific location will be closing at the end of June, and we have 17 valley wide locations that all memberships are valid at. We have cancelled this member's membership per request effective 6/14/22, with no further debits to take place. Signage with closing date was listed at the location notifying all clients of the date of closure and other location addresses to use.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I initially went there I was quoted one price for a membership which I paid in cash. They said regardless they need a card on file so I provided them with one. Come to find out they charged my card again for that fee. The following month the price was $20+ which was charged to another card of mine. I believe it's because I bought an item for $7 and paid with that card meanwhile I pay cash when the membership is due . The price quoted was paid in cash but yet charged to my card the second payment was paid in cash and only a #7 product was supposed to be on my card . They have charged me over and over again despite my cash payments. I need my cards refunded . I emailed them to cancel my membership as they requested it takes 30 days notice and have not heard anything back in over two weeks now I believe that since I did use Thier services and paid cash for it ...it's only fair they keep the cash but the extra charges on my two different cards without my authorization that needs to be refunded I will be more than happy to pick that up in cash payments since I had to cancel both my cards because of this problem and request my membership to be cancelled asap with no further contact or charges .

  Business response

  06/08/2022

  Member came in on 4/17/22 and did a single session and charge to a credit card. Then on 4/25/22 the member came in and purchased an unlimited membership plan and this prorated amount was paid with cash to cover services from 4/25/22=5/14/22. Members last transaction was for the monthly membership dues to cover services from 5/15/22-6/14/22. The account will be closed effective 6/14/22.

  Customer response

  06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On 4/17th I purchased a membership or so I was told. Maybe take it up with the person who originally signed me up

  Business response

  08/26/2022

  Business Response /* (1000, 8, 2022/06/08) */ Member came in on 4/17/22 and did a single session and charge to a credit card. Then on 4/25/22 the member came in and purchased an unlimited membership plan and this prorated amount was paid with cash to cover services from 4/25/22=5/14/22. Members last transaction was for the monthly membership dues to cover services from 5/15/22-6/14/22. The account will be closed effective 6/14/22. Consumer Response /* (3000, 10, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 4/17th I purchased a membership or so I was told. Maybe take it up with the person who originally signed me up

  Business response

  10/18/2023

  Member came in on 4/17/22 and did a single session and charge to a credit card. Then on 4/25/22 the member came in and purchased an unlimited membership plan and this prorated amount was paid with cash to cover services from 4/25/22=5/14/22. Members last transaction was for the monthly membership dues to cover services from 5/15/22-6/14/22. The account will be closed effective 6/14/22. members contract is attached for review.

  Customer response

  10/19/2023

   
  Complaint: 18078944
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/26/2022 my wife visited the location at **** West Charleston Blvd at around 4:45pm. She got the Dark in a Day special. There was some kind of malfunction during the spray tan, instead of spraying, it squirted the liquid tanner. The result was quite bad leaving stripes and streaks on her entire body. The girl at the counter was very kind and tried to help. She sent her to another location at XXXXX West Charleston Blvd, Ste 1 to try to blend it all in with another spray, but it did not work. The charge for the special was $52.69 and another charge of $4.00 for the darker color. I would like to get a refund for this visit in the total of $56.69. It would also be nice if you could throw in a free visit so that when this wears off, she can get it done correctly. I have contacted corporate 3 times in the last 2 weeks with no return communication.

  Business response

  08/24/2022

  Business Response /* (1000, 8, 2022/05/31) */ To further assist, we would need the full name of the customer that used the services. They can also reach us directly Mon-Fri 9am-5pm at (***)********. Consumer Response /* (3000, 10, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will close this complaint as resolved once I have had contact with the business. I have emailed them the relevant details they need to complete the request at their ********* email address *********@bodyheattanning.com I can also be reached at ************ Business Response /* (4000, 12, 2022/06/08) */ Hello, to further assist the client that used the services can contact our office directly Mon-Fri 9am-5pm at (***)********.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a customer for 8 years. I made an upgrade on my account in November asking the girl at the salon all the changes since she didn't give me a contract. I go back overseas twice a year and need to freeze my account. They never told me I wouldn't be able to freeze my account. I understand it was in the contract (that they didn't give me) but I trusted them. I mean I ve been a customer for 8 years. Now they're talking to me like I am nothing and that I can just pay for the 10 months or pay $200 to stop my membership. This is a terrible customer service and I regret trusting them.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/04/14) */ Hello, We have honored the member to be able to freeze and have set her freeze effective 4/15/22. The account is noted to allow this request as she needs to as well in the future.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3/1/22 I signed up for a monthly membership at this facility, after speaking with the employee working on this day. I clearly stated that I only wanted to sign up for 1 month of services. I was told by the employee that I could cancel at any time by emailing the corporate office with my cancellation date. No paperwork/contract was ever shown or provided to me, just a "sign here and here to get your membership started". On 3/2/22, I emailed the corporate office stating that I would like to cancel my membership before the next billing of 4/1/22 and to please end my membership as of 3/31/22. I received a response back on 3/3/22 stating information different then I was told at the time I signed up, and that if I had any questions I could call their corporate #. I tried calling their number and to reach a voice mail. I then sent a reply letting them know that this is not the information that was given to me and had what they are saying been told to me I would have never signed up for any services and stated again that I wanted to end my membership at the end of March as I was told I could do by their employee. And to please let me know what could be done to get this corrected. On 3/4/22 they responded with a brief statement "Hello *******, Per the membership agreement there is a required 1 full automatic debit with the "Month to Month" memberships. The first and last auto debit would be required on 4/1/22.Thank you, Bodyheat Tanning" Again I tried to call the corporate office to reach someone with no luck. I sent another reply to on 3/4/22, stating that I was very dissatisfying with the the situation and the misleading information that was provided to me on 3/1/22 and asked if someone would please call me to discuss. I also left a voice message with my information and have yet to get a response or call. I believe that they should be responsible for what their employees tell customers and at a minimum provide customers with a viewable contract of what they're signing

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/03/30) */ Upon looking at the membership and the contract signed by the member it clearly states that there is one full automatic debit required for cancellations. If the client chose to do a 30 day plan it would have cost $179.00. This alternative that the member chose allowed them to join for the month of March for $86.28, and then receive the month of April for $81.27. This gave the customer two months for the price of one ultimately. Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not address the issue of my compliant at all. A physical contract was never presented, the information provided to me was what the employee working at the time told me which was false information even after repeatedly clarifying with the employee what it was that I was wanting (1 month), so again I don't care about the cost the point is is that I was forced into a 2 month minimum membership due to the false information given to me by this company's employee and they have given no resolution to the problem at hand! Train your employees properly or hold them responsible out of their own pocket when they make a mistake, myself as a customer shouldn't have to deal with this it's bad service and bad representation of the company. Business Response /* (4000, 9, 2022/04/15) */ The member signed the contact agreeing to the terms and conditions. Based on that the member agreed to the terms of one full automatic debit and a required written 30 day notice of cancellation.

*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. ↩