Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November I updated my card with PBT & was advised everything was good to go for future payments. Come December, my old card was charged & declined. I called my store & advised them that I was not able to come into the store because I had RSV & did not want to get anyone sick. I asked if I could please update my card over the phone, I was told I couldnt. Later in the month I called in again & advised that my car was broken down & I was unable to come into & update my acct & again was told it couldnt be over the phone but they were making notes & would waive lates fee/everything would be ok. I was finally able to go in ******* second & paid my balance for December & was told because ******* was already charged & rejected I couldnt pay until the sixth but I updated my card. I went in tonight & paid my balance for JANUARY of 93.00$ & after my card was charged, the woman told me my account had been closed & I could not tan. I was told I would need to open a brand new account & pay for ANOTHER month in order to tan. This is a month to month business, so how can you charge me for JANUARY & not allow me to tan?

  Business response

  01/15/2025

  Hi there,

  This client is not in our database. It looks like it may be for the South Carolina market. We do not have access to their database as it is a franchise. Client will need to contact the correct market. Thank you!

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my package on July 26 2024 I had not used tanning service since mid July I canceled in person after signing and the transaction was complete the girl said they may charge you for August I said they better not I just canceled i was given a phone number and I called this number three times because you can only leave a message no one returned my calls and on August 6 I was charged $104.95 I have been going to this business for years and every year when I cancel I still end up being charged or when I sign up there is some charge I did not know about I usually just accept it this time I left work early to cancel account because it has to be in person called their business office at 333 pm the day of cancellation and was still charged that is theft I havent used their services canceled and they still charged me

  Business response

  08/13/2024

  Hi,

  I am not showing this client in our system. What is the home salon in which the membership is in?

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While Im not big on writing negative reviews unless absolutely necessary as they can at times come off as a Karenthis is for anyone that is looking to avoid being talked down to for someone elses incompetence. The Managers customer service was what I would equate to the lowest form of fast food professionalism I can think of. I Went there on the 25th of June to freeze my account since its no longer needed as I had done many previous years past. On July 1st I was charged the $94 dollar monthly fee instead of the $7. I tried calling to no avail and decided to drive up there since I was leaving to go out of town for the next 9 days. I was told the form was in the system but somehow never activated and the manager (who was on the phone speaking with the employee at the time) would give me a call and submit the refund. July 12th, never received a call nor a refund so again I try calling to no avail. Drive up there and the initial employee was very understanding and friendly and assured me the manager would give me a call asap. The Manager calls me and is the rudest conversation. Shes short, making me explain the situation again and then cutting me off to tell me shes submitted the refund and would take 10 business days to which I replied oh I didnt know since I never received your call. She once again rudely cuts me off before finishing my sentence to say this is her first time at the ****** store since this happened. - I didnt realize the phone doesnt work from other locations lol. I just said okay and hung up because at this point it is safe to say this place has certainly gone downhill since the old days of Ultra Tan. Everything begins and ends with leadership so now I understand why this place will not make it even if you are the only local tan shop. I hope the owners care enough to give her a course in management.

  Business response

  07/13/2024

  Hi there,

  This client is not in our market. This is for **********, ******, **********, and ******** locations. I would have the client reach out to the correct market so they can get this addressed for her ASAP.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a membership with palm beach tan and was told I can cancel anytime you want. I took this to heart as I travel a lot and the flexibility is a great thing to have. I was never told I need to cancel in person at the branch I signed up at. My dissatisfaction is that I have been traveling and have not been able to travel back to the home branch to cancel. I have called customer service and emails and have had no help. They continue to take my money. I have to cancel by a certain day of the month to not get billed but again, I was not mad aware of this nor will I have the opportunity to go in person to the branch to cancel.

  Business response

  06/09/2024

  Hello,

   

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

• 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.

*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. ↩