Complaints

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  3/22/2024 I, ****** ********, paid $89.00 for one month unlimited in the tanning salons “platinum bed” the best tanning bed they have. After purchase the salon owner informed me that she is in charge of how long I lay in the tanning bed, and that she would allow me to tan longer with each visit. I voiced my concerns with her being in charge of how long I laid in the tanning bed, considering I paid for the complete service, not what she suggests for me. She stated it was the law in Virginia for tanning salons to abide by this regulation. The first day I laid for 4 minutes. The tanning bed is a 12 minute bed, so 12 minutes would be the complete service. I was denied the even half the service the first appointment. My second visit, the owner allowed me to lay for 7 minutes, denying me the full service I paid for. My third visit the “platinum” tanning bed was out of service; Therefore I had to lay in a step down bed. The employee let me lay for only 7 minutes again, she did not raise my allotted tanning time. She instead denied me of services I paid for. On my fourth visit, the salon was shut down in the middle of the week. The fifth visit the owner informed me they had installed a new system and I would have to start my tanning regimen over. I would have to start laying in the bed at 4 minutes, then 7 minutes, then 2 separate visits at 10 minutes. Finally after an additional 4 visits I would be allowed to lay the full 12 minutes in the “platinum” bed. Which is the services I paid for. I paid $89.00 for 35 days unlimited (once daily) for this platinum bed, I have yet to lay the full 12 minutes in the bed. I am very concerned about the salon ethics, I feel I am being taken advantage of considering it is not a law in Virginia to limit a customer on how much of the service they think you deserve. I am unaware of how many people they are taking advantage of in this small community. I will be filing a dispute with my bank also for the services that I paid for but didn’t get.

  

  Business response

  05/16/2024

  When customers visit our salon, we take them around and show them every type of bed and the features of each one and the customer decides which level they would prefer to purchase. We also advise every customer that we do not set appointments and that we use a software system that is designed for states where tanning is regulated. Although Virginia is not a regulated state, because we use their software we have to follow their rules. Tanning policies are put in place to protect the customer. Simply Sun pays a monthly fee to lease this software program. Prior to her purchase, Miss ******** was advised that we have a step up system in place, and that no matter which level she chose, or how tan she may already be, our policy is the same for every customer who uses our services. Miss ******** paid $88, ($80 +10% tan tax) for one month unlimited in our level four platinum bed. Our step up system for that bed runs 4–7-10–10 and then the full 12 minutes.Prior to her tanning, Miss ******** was also advised that part of our system was down, and we were working manually and that when the issue was corrected, it may start her sessions over, but at least customers could tan, rather than closing the business. Unfortunately, due to system failure, Simply Sun did have to close and lose business for an entire day in order to install a whole new system. This occurred on Friday, April 5, not in the middle of the week, and a prior note was posted on the door to advise customers of the unfortunate circumstance. Miss ******** returned to the salon on April 12 and became very upset over her tan time and the fact that she came to the salon the previous Friday and we were closed due to our computer issues.Being that she had already used the services and our signage is posted that “all sales are final”, on Monday, April 15, I contacted Miss ******** by telephone and advised her that due to her dissatisfaction that her tanning package had been extended through April 30. This would allot her several more days to tan for 12 minutes to compensate her for the step up minutes and her not being able to tan on the Friday we were closed. At that time, Miss ******** seemed satisfied. On Tuesday, April 16, Miss ******** came to tan and became upset because their were customers already in line to use the bed she paid for and she voiced that she had to be at work in 20 minutes. I informed her the customers in front of her would have to be next. Miss ******** then demanded I provide her the name of the software company we use, advising she wanted to do research on it. While waiting her turn to tan, Miss ******** contacted the software company to inquire of tanning policies. At no time was Miss ******** told that I was in charge of how long she could lay in the tanning bed. It was explained to her on several occasions that our software policy has rules that we must follow. At no time was Miss ******** told it was the law in Virginia to abide by any regulations. Miss ******** states that she did not get to lay in the bed for the full 12 minutes. Our software record will reflect that she did in fact lay the full 12 minutes numerous times. Miss ******** was aware of the Salon policy from the first day she tanned. Although she disagreed with it, she continued to use the service. In light of her unhappiness, her package was extended from the 19th to the 30th to allow her more days to tan for the 12 minutes. It is felt Miss ******** has been compensated for her dissatisfaction.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was staying in ********** ** for a month or so and my daughter in law talked me into going tanning, so we went to Simply Sun and I purchased a month of tanning. I tanned for a couple of weeks and ended up having to move back home sooner than anticipated, so I went to cancel my tanning after calling and being told I would have to come into the location to sign paperwork to cancel my tanning. Upon arrival there was no papers to sign and was told they would need $40.00 in cash to cancel my tanning but could not tell me what the extra cash was for. I advised that I would not be tanning and they did not have permission to further bill my card for tanning I did not want and would not be using. I had no issue paying for the time I used, but this was three months ago and they continue to bill me $42.90 per month for something I can not use and did not authorize. I have had to contact the fraud department at my bank to try and deal with this issue. I want my money back for the months after I called and walked in to make it known I no longer needed the services provided. I also want to save others from this theft and abuse.

  

  Business response

  12/11/2022

  Services and packages at Simply Sun are explained thoroughly to each individual prior to their decision to purchase services at our business. Had Ms. ***** purchased only one month of tanning there would be no need for her to cancel as that package would have ended after one month regardless. The prices are significantly lower in cost if a customer chooses to purchase a membership. Again, it is fully explained that in order to get the lower pricing it is required to keep the membership for a minimum of 90 days. After fulfilling that obligation, the customer may call or come by in person and request to have the membership canceled or frozen. It is my understanding from an employee of the business that Ms. ***** came to our business one morning and requested to cancel her membership within weeks after she had just purchased it. She was advised by the employee that since the membership agreement had not been fulfilled, she would need to call or come back and speak with the manager about the situation as there was a fee associated with terminating the agreement early. As of today's date, no employee nor myself has seen or heard anything further from Ms. *****. Records reflect that Ms. *****'s first membership fee had already drafted prior to her request to cancel her membership. Simply Sun is willing to refund Ms. ***** her draft payments for the months of October and November in the form of a business check which she may pick up at the business at her convenience. The amount of the check will be $85.80 and the check will only be released to Ms. ***** herself. 

*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. ↩