Complaints

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an account open with At the Beach Tanning Salon from 2020-2021 which I had called to cancel back in December of 2021. I had though I had everything settled and cancelled and never thought on following up since it appeared to have been confirmed cancelled. Fast forward to 11-15-23, I get notified from my credit card company that a transaction did not go through since it had reached its limit. I have continuously been charged by Palm Beach Tan from January of 2022 through November of 2023. I reached out to Palm Beach Tan (purchased At the Beach Tanning Salons) for a refund request, and they informed me that they had "no records of cancellation" and have "no way of checking" since they don't have any records from At the Beach old database. As far as I know, there should always be a record retention policy (which seems to be non-existent for Palm Beach Tan), Palm Beach Tan should still have access to the old database since they are acquiring these customers (at least for a year), and a customer should not be held liable for mistakes that are out of their control. Additionally, I have not received a single statement from Palm beach Tan to date, which would have obviously raised concern on my end. They only thing I receive from them are marketing emails/texts. I have checked my emails for a notification that they have taken over my account, and I have also not found a single email with that information. I would like to at the very least request a refund of everything I have paid from January 2021 through Nov 2023 and ideally that includes the interest charges on these payments. Please keep in mind that this has also affected my credit. Please note that the amount paid below does not include interest accumulated due to erroneous customer account management. I look forward to a quick resolution. Best, ******************************* **************

  Business response

  12/05/2023

  Case #******** *************************************** (KCI Market)
  
  Correspondence should be sent to: 
  
  Old Trinity Partners, LLC                                   
  *********************************************;                                        
  ******, ** 75206                                     
  Attn:  ************************;                                    
  PH:  ************
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Per the attached screen shot of my credit card I have been billed month after month at $26.08 for years from At the Beach Tanning Salon. Palm Beach Tan took over and billed me $68.12 out of nowhere. I DO have a copy of the contract that I originally signed in 2007 for $22.87 per month. The increase is per tax increases over the years. I have disputed this numerous times since Feb. 2023 via the store and phone. The store was able to get a credit added to my account with ********************** for the difference but I would like to have this refunded to my credit card. I do not want a credit with the store, nor did I ask for them to randomly change my billing. They have told me repeatedly it was an error and they have fixed it but they have not and refuse to refund me the difference in what I should have been billed and what I was billed. I fully believe that I am due a refund of $42.04, not a credit on their account. After getting no where with my local store, I submitted a dispute via the website and they told me they will not refund it as I have not requested the refund prior to now and it is to late, which is a complete and total lie. This company has proven in just a few short months that they are untrustworthy and I would not recommend anyone to do business with them. I was a customer of At the ********************** over 16 years and never had issues until Palm Beach purchased them earlier this year. Very disappointed. And this is just one of many issues with them.

  Business response

  12/05/2023

  Please forward the following complaints:  Would you please ensure my contact info is pulled from these markets 
  
  Case  #******** ***** ***************** ****** (*** Market)
  
  Correspondence should be sent to: 
  
  Old Trinity Partners, LLC                                   
  **************************************************;                                        
  ******, ** 75206                                     
  Attn:  ************************;                                    
  PH:  ************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally agreed to a subscription of $89 a month. For the past two months Ive been charged over $100. They just took my payment for this month today, I have not tanned today and I do not want to tan at this business in the future because they tack on fees that are not discussed at contract signing, they also state you can cancel at anytime. I was charged today (overcharged) and called and requested a cancellation, mind you when you are charged your paying in advance for services you will use. I requested as soon as I seen the overcharge to cancel before I used the service. They declined. Theres no direct phone #, you have to wait on a email response. The lady at the local store was extremely unhelpful and not at all empathetic. I will NEVER recommend this place to anyone, its a scam. Why should I have to pay for a service that was never used?

  Business response

  05/18/2023

  From: ************************************* [mailto:****************************************************************] 
  Sent: Tuesday, May 16, 2023 10:08 AM
  To: ********************* <******************************************>
  Cc: CompanyAnswers <**********************************************>
  Subject: BBB - Franchise Complaint 
  
  ******,
  
  Please forward ***************************** to the *** market - ID#******** *****
  
  
  Correspondence should be sent to: 

  Old Trinity Partners, LLC
  *************************************************************************;                                    
  Attn:  ************************;                                    
  PH:  ************

  
  All the best,
  *************************************
  Customer Service Supervisor
  **********************/Planet Tan
  Ph:  ************
  

  
  

  Business response

  05/18/2023

  The following communication was sent to the customer on May 1, 2023 at ******:

  Hi ****, I am showing you purchased our Diamond Prism membership for $89.95 plus tax. You purchased the membership on March 6, 2023 for $85.22, this included your first month coverage from March 6, 2023 to April 6, 2023. On April 1, 2023 you were billed your pro rated billing for $74.96 plus $6.46 in state tax and $3.75 in tan tax equaling out to $85.17. However, your monthly payment declined so you were charged a $10 rejection fee. I do show you made a payment at the salon for the total balance owed of $95.17 on April 13, 2023. On May 1, 2023 you were billed your full membership rate of the $89.95 plus tax. Unfortunately since you did not request to cancel your membership on our cutoff date which is the 25th of the month we are unable to issue a refund. If you are still wishing to cancel your membership, this request will need to be done at your local salon so that you can sign your cancellation document. If you do decide to cancel, you will have until May 31, 2023 to use the services. Sincerely, *********************************** Member Experience Representative Palm Beach Tan **********

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May ********** name is ***************************, I live in *****, **, and I purchased a tanning membership at On the Beach tanning salon on June 30, 2022, and was upsold a paid-in-full membership on October 19, 2022. I suffer from psoriasis and psoriatic arthritis, and, on the medical advice of both my doctor and my dermatologist, sought a hybrid treatment of some light tanning in conjunction with red light therapy. When I initially signed up, I bought the highest level of membership available because On the Beach offered access to a hybrid personalized tanning bed with red light therapy, full-body red light therapy, and because of the close proximity of the 15th and ***** location to my home and work. Shortly after being upsold a paid-in-full membership, the tanning/red light therapy bed, which was the sole reason I entered into a contract with On the Beach, malfunctioned and was put out-of-service. I was told then that it was a high-priority bed and would be repaired and *********** in short order. This did not happen, and approximately 6 weeks later I was surprised to learn that On the Beach had been acquired by another company and I was now a member of Palm Beach Tan, despite not having agreed to any terms with Palm Beach Tan. This would not have been an issue for me but that the hybrid bed I was paying for still had not been repaired or replaced, and upon further inquiry I was told that Palm Beach Tan would be discontinuing its use at that location. I inquired about membership cancellation at that point, and was told by the gentleman working that he would contact his District Manager and get back with me. He called me a little over an hour later, saying he had spoken with his DM and that the bed would eventually be replaced but that it was on back order and he was not sure when it would arrive, but that in the meantime I could continue to tan and use the full body red light therapy, just separately, and that they would extend my membership one month free of charge for the inconvenience. Even though this would double my time in the salon, in the interest of resolution, I agreed. When I next went to the salon on January 23, 2023, I was told by a gentleman named ****, who identified himself as the District Manager, that Palm Beach Tan does not offer red light therapy nor would the hybrid bed be replaced. This was explicitly contrary to what I was told by the previous employee, whose name I believe was ****, who said his information came directly from the DM. **** acknowledged that he had indeed been in contact with the first employee, but did not account for what I was told. Furthermore, **** was extremely rude and condescending, bordering on being outright confrontational and combative. If, to that point, I had been interested in maintaining a membership with Palm Beach Tan, after my experience with the District Manager, I no longer am. However, in an effort to absolve Palm Beach Tan of any liability for breach of contract, **** did bring up an interesting point: I did not sign a contract with Palm Beach Tan. I had nothing to do with the merger or acquisition with On the Beach, and I only want the hybrid red light therapy/personalized tanning bed that was offered when I signed up, and for which I have already paid. Since these services are no longer provided, I am requesting a cancellation of my membership and a prorated refund of $495.19 for the remainder of my contract starting from today. I appreciate your prompt attention to this matter, and can be reached by email at *************************** or by phone at **************. Thank you.Best,***************************

  Business response

  03/09/2023

  HI ******,
  
  Please forward these to the following
  
  *** #******** ***************************
  Correspondence should be sent to:
  Old Trinity Partners, LLC ********************************************************************** Attn: *************************** PH: ************
  
  
  All the best,
  *************************************
  Customer Service Supervisor
  **********************/Planet Tan
  Ph: ************
  

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 1st, the tanning package I purchased in ************, ** with At The Beach activated. I soon discovered that At The Beach was bought out by Palm Beach Tanning. One of the provisions of the package was unlimited red light tanning. Now, I find that no location in ******** appears to have red light tanning beds anymore. Essentially, my functional membership benefits were cut in half. I am requesting a partial refund for every month there is no red light tanning available for this calendar year.

  Business response

  02/13/2023

  *** #******** - ***********************
  Correspondence should be sent to:
  
  Old Trinity Partners, LLC ********************************************************************** Attn: *************************** PH: ************
  

*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. ↩