Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In 2021, I had a membership to Palm Beach Tan in *******, ********. I cancelled the membership in May, 2021 when we moved out of state (military). At that time, I cancelled the membership. I just found out that Palm Beach Tan has been charging my card this entire time, over 3 and a half years later. Ive contacted Palm Beach Tan to receive a refund as no services have been rendered, and was told that I have a $300 credit to use in the store. I have no plans to use a credit for any Palm Beach Tan locations and would like to receive a $300 refund.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to resolve this issue locally but the managers in the store are very kind , but have literally no power. The assistant manager **** completely understood my complaint but always had to ask her boss if she could do anything. Then never calls me back. Ive spoken with her in two separate occasions. Ive spoken with *****, an employee a couple of times and she gave me the corporate number. Ive left three messages on the corporate number - no switchboard ever answered so you cannot even get a name to confirm you spoke with someone! Im asking for the business to be fair a just. The employee resigned me in a plan I didnt agree to when she removed the freeze from my account, a plan for ***** not *****. We are talking about being charged this amount for two months. The failure for this business to give any of its onsite managers power to do anything at all with a customer AND the lack of care, concern and apathy of management is disgraceful. To completely ignore customers phone calls and not give any authority to the onsite management to resolve these issues is absolutely unacceptable. You will not survive in a small town doing business this way. I plan to tell everyone I know how lousy and apathetic the management of this company is. This could have been a very easy resolution but now its a matter of principal- youve chosen to treat customers like garbage and it will not be fruitful.

  Business response

  12/20/2024

  Hi *******,

  I'm sorry that you have not been able to get a hold of anyone through our **************** **********************.  I reviewed over your account and our records show that on January 18, 2024 you requested to upgraded from the Sunless $49.95 membership to our Diamond $89.95, so when you make a change to your plan the old plan is null and voided, so the salon is unable to bring that old membership/$49.95 membership back.  I have issue a complimentary refund of $89.00 ($94.45 - $49.95) back to your credit card for the September and October billing difference.  You should receive the credit in 2-7 business days.  

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a membership since ********* debit card changed. I went to the location near me & told the employee my card changed. She charged my new debit card, but didn't tell me it needed to be updated nor offer to update it in their system. My mom called on my behalf because they said I missed 3 payments & charged me twice in December. I've paid evey month & was told there wouldn't be a refund even though I was double charged yesterday. My mom is waiting for a call back from ******, the district manager. She spoke to the store manager at the ***** location. ****** said he agreed that this is wrong, but ****** said there wasn't a refund. I've included the monthly charges from my checking account reflecting that I paid every month. This is a business issue due to their income lack of training. I guess Palm Beach Corp wants to take advantage of 16 year olds.

  Business response

  12/20/2024

  Hi ******,
  I apologize about that, I am seeing the duplicate payment on December 6, 2024.  I have issued $54.95 back to the **** 4610 xxxx xxxx 1886.  You should receive the credit in 2-7 business days.  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Palm Beach Tan-Washington engages in manipulative, predatory behavior with customers. Employees lead customers to set up recurring auto-pay (recurring auto-pay is also the only option listed on its website), you cannot purchase single-use, regardless of the customer's intent, reason, or frequency of use. When customers try to cancel the auto-pay in-person, the employee is trained to tell the customer they can't cancel because the customer would lose access to the service they've already paid for for that month. The business provides no written agreement, further making it too difficult to cancel the auto-pay. Unlike ******* Palm Beach Tan continues to auto-debit the customer account even if they have not used the service or been at the location for years. I haven't used this service for over 2 years, I tried to cancel my membership in-person twice and both times a different employee rebuffed my request and wouldn't cancel my auto-pay. I've now paid $83.47 a month for 26 months since I last used the service and twice tried to cancel my membership for a service I never intended to use on an ongoing basis. Palm Beach Tan - ********** does not visibly post at its location payment or billing options so consumers have to decide which package they want based on whatever options the salesperson spews that day. It's a racket designed to oversell to & fleece consumers, and make it very difficult for the customer to cancel their auto-pay. ********************** never provided written confirmation when they auto-debit a customer's account, nor notice that a recurring debit has been set up, nor a viable way to cancel. I seek a refund of $2,170.22, the total amount that's been auto-paid from my account for the last 26 consecutive months ($83.47 per month debited every month). The last time I used the service was on Aug 27, 2022, and the last time I went in-person only for the purpose of trying unsuccessfully to cancel & didn't even use the service was Sept 2022.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  All the customer service numbers are fake. The employee gave me a number and you just have to leave a voicemail and hope they call you back. Spoiler they won't. The email they say you can use does not exist. Getting a refund is nearly impossible. **************** is impossible to reach outside of going to the store and they can't give you a refund there. This a very predatory company who makes it very difficult to cancel memberships.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a client of Palm Beach tan for ***** yrs.I purchase 10 packs of sessions rather than membership, as I only tan in winter and spring months.This Spring (March-April 2024) I purchased the referenced 10 pack of sessions.Only 7 of these 10 tanning sessions were *********** purchase and always in the past, I request that the expiration be extended to accommodate my described usage pattern (winter/fall). I have recently been informed that the last 3 sessions have expired and cannot be found in PBT system and was denied service.I have spent multiple thousands of dollars over past years at ***, and would appreciate the opportunity to use the sessions that have been paid for. I would also like to remain a client for years to come.Please advise of instructions...******* ****** (Apr. 14/1967)************ ************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was consistently told I had to pay additional fees for tans in addition to the $69.99 I paid monthly. I asked each time why and no one could tell me. Once I was told it was a mistake, and the fee would be waived from now on. Once, the booth was broken, so they offered me an even more expensive option. The last time it happened, the cashier told me to call the manager the following day and request a refund because she did not know how to discount it. When I called the manager, she told me only "sunscape" is free. I was never offered sunscape. I have detailed the charges in my attachment. The manager said I had already gotten the tan, so she wasn't going to refund me. I explained that I had no choice because I was told there was no other way for me to tan. I believe this is bait and switch and the clerks are told to get "upgrades" anyway possible.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I froze my membership in summer of 2022 when I moved. I went into a *** recently to try and cancel for good. I was told I had a $100 charge on my account and could not cancel. I have been playing phone tag with store managers, and getting different information from everyone. I talked to a higher manager, the regional one I believe, who was extremely disrespectful and rude and laughed at me on the phone while expressing my concerns about no longer wanting to tan or to continue paying the frozen fee when I am dealing with medical issues...I am getting the run around and nobody ever told me about this mysterious $100 charge which makes no sense. The regional lady told me it was a charge back from my card. FROM August 2021! The Frisco store manager told me it was from December 2021 for a service reversal fee? I reviewed all my statements and cannot find any evidence of this. I am getting inconsistencies and it is becoming emotionally distressing to deal with this company when all I want is to cancel for good and move on. The regional manager was absolutely awful to deal with. The Frisco store manager was empathetic and did what she could. Awful customer service from the higher **** Also want to mention I have paid over $200+ in frozen fees? For what? And they want more money? Ridiculous. I want my membership cancelled for good and I do not want to pay a $100 mysterious charge I only found out about in AUGUST 2024? I want a refund of the frozen fees I have paid over the last two years and to never do business with this place again.

  Business response

  09/17/2024

  Hi ********,
  I apologize for the way the Salon Manager and Regional Manager handled the account.   Looking over your account we received a dispute/chargeback from your bank for the Scarlet Intensifier you purchased at our *****, TX salon on August 5, 2021, so we redcarded your account, but we removed the flag off on December 29, 2021 once we received closure that the disputed closed and the funds were given back to us, but it looks like the flag reappeared on the account that you owed, so there was some miscommunication on the resolution of the dispute.  The Regional Manager removed the balance and canceled the membership on  August 21, 2024.    I sincerely apologize for the mix up.  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 5th 2024, I did a spray tan at this location. I was instructed to take off all jewelry, which was just my wedding bands. I was told to place them in the dish prior to tanning. I did the spray tan, left the location and discovered I had forgotten my rings. I quickly called the location and drove back. The room had been cleaned and my rings were gone. There were 3 employees there, ****** who was at front desk, ** and ****** the manager. ************** was told by ****** cleaned the room as she and ** did not. I have left numerous messages for ****** with no success in hearing back. The day of the incident I did have the police come out and make a report. I reached out and spoke to the district manager and regional manger both a cussed me of lying and even saying the officer was not a real officer. Palm Beach Tan thinks they bear no responsibility but I feel there is a level of expectation that they do. It is common sense whoever cleaned the room took the rings they did not walk away. The room had to be cleaned. I expect and desire the business to replace the cost of the rings. They would not release the surveillance footage of the hallways or employee break room.

  Business response

  08/13/2024

  Hi,

  We have not had an any items turned in to our establishment.  We have spoken with authorities and they will not be be pursuing this case and have asked that the customer file a claim with their Insurance company.  

  Thank you,

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company frauds people into a contract without them even able to read or see it. They don't even honor their 7-day refund on any tanning products that you pay for. I paid for a monthly membership. I had already missed multiple days with this membership. In the contract, the manager says it follows the ************************************ does not have a 24 hr state law rule so I showed them this per *** and health ***** but the manager got defensive on it. She finally gave me a copy of the signed contract but was rude the whole time to me. I ask for a refund and was kicked out of building and yelled at rudely. Manager said since we are not in agreement then she is terminating my contract and I am banned from their facility. She said she is mad i wanted a refund and that she felt that this was rude of me. She laughed and said rudely to different customer that some people pulled her away from her dinner with her family to deal with a customer issue and she dont have time for it. She even threatened me that I better leave, or she would call cops. Then the manager kicked me out of the building and refused to give me back my tanning lotion on the counter, which was theft. When I told her calling cop and called them from outside then she finally gave me my lotion out the front door as the cops were pulling up. This is not how you resolve customer issues. Cops did not need to be involved but she overreacted and tried to steal my tanning product. When I was telling the cops what she did to me for no reason, she then wanted them to get me for trespassing. Im so mad that then she threatened trespassing when I had contract to be there in beginning and just wanted a refund. tried to talk to corporate on multiple days over this issue and no reply back.

  Business response

  07/11/2024

  Hi,
  I apologize for any inconvenience this has caused, at Palm Beach Tan we have a 24hr Brand Standard that is followed Nationwide, so the customer may come in to use our service every 24 hours, but the system will not allow service before the 24 hour period and this information is all outlined within our Consent &  Waiver. This information is covered by our associate and the customer is more than welcome to receive a hard copy of the document, as this can be printed for the member to leave with.  The customer purchased the membership on June 2, 2024 and used the service seven times in the month of June and each time she came in she asked for our salon to override the rule for her, however this is not something we can override.  Due to her not being happy a full refund was issued back to her for the amount she paid for the membership in the amount of $48.67.  The customer purchased retail product on June 17, 2024.  We have a 7 day refund on our retail products and she purchased and returned within our required time frame, and we took care of the refund back to her on June 19, 2024.  The customer has received the full refund back on both the membership and retail products. 

   

  Business response

  07/11/2024

  Attached is the refund confirmations

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