Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have twice now had reactions only on the portion of my skin touching the tanning beds (1st occurance was Oct 19th 2025, second was at my next visit). At first I thought maybe they had a new cleaning solution that was the issue. I brought it up to staff at the second occurance and they assured me no changes had been made to their cleaning protocols. Upon returning at a later date, a staff member that I had discussed the issue with previously told me that she figured out the problem and that it was because the client before me had used a "****** lotion". This would make sense with the reaction on my skin. This clearly indicates that the salon is not properly cleaning the beds between clients. Additionally, I was informed that the SlimSpa unit I have been using for over a year, required a suit to wear for health and safety protocols (Jan 6, 2025). This was never discussed with me and the that date was the first time anyone had ever asked if I had a suit with me or mentioned any of this. This has made me further concerned about the hygiene in the facility to the point that I will never use this business again.When I discussed these concerns with management via email (1/6/2025 & 1/7/2025) and that I wanted to cancel my membership due to these hygiene concerns they immediately refused. They even went so far as to lie to me and tell me that the skin reaction I had must have been a new medication or vitamin (which I am not on any) and ignored the fact that the staff memeber had admitted to the reaction being from a previous client's lotion. I asked for a pro-rated refund and cancellation several times over the past two days and they have refused any type of resolution. I purchased a year long membership paid in full on September 18th, 2024 for a total of $739.00. I also believe they should be inspected by the health department at minimum as they flat out refused to even acknowledge that their cleaning may be an issue.

  Business response

  01/07/2025

  see attachment 

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been going to Tan your Hide for about 6 years. Since the new manager ***** has taken over I have been told numerous times that I could not tan and would have to come back. I came into tan at the ****** location in the first week of August 2024 and was told my membership expired and it was time to renew. I did not have my wallet so they told me I could not tan and would have to come back. I came back 2 days later to renew but the employee working could not figure out how to renew so asked if I could come back. I was charged for a tan that day and told it would be refunded. I came back and renewed but was never refunded for the tan. A week later they told me I couldn't tan because they did not have my banking info. I did not have the info off the top of my head so i canceled because I was tired of being sent away. Since then they have charged me 3 times and told me I couldn't cancel and they would send my account to collections if I canceled my card. The manager ***** called me 1 month after trying to renew and said they had figured things out and I could come back to tan. I had already gotten a membership elsewhere. She said she would call the owner and call me back. She never did. I cannot believe this is how they treat a customer of 6 years.

  Business response

  11/08/2024

  I('m not sure where the $3000.00 is coming from, The membership total is only $490.00

  How ever let us explain the situation any why:

  We are regulated that we can only charge him what is stated on the ppwrk, and each time they renew we do have to get that info on the contract. 

  The single tan what was charged: We were not told to refund that, so apologies if the employee didn't relay that to anyone higher up.

  The reason he was told he couldn't tan was to update the ppwrk. Once that was done there would have been no issue at all

  The resolution would be:

  1. we can apply the single tan to any future pmts. ( Or refund, or put towards a lotion)

  2. We do have a signed contract for 10 months, so it would be in tact, BUT

  3. We can take the previous paperwork and have **** could approve the same card info in an email

  4. We can give him and extra two months, one level up for all of the inconvenience. ( that is a value of $410.00)

  Again please understand that as a business we have to follow certain guidelines and we have to have paperwork  ( In the past this has always been the case as well, each time he renewed)

  We understand he joined at another salon, but with these corrections and still having a signed contract this is where we are at. 

   

   

   

  .

  Customer response

  11/08/2024

   
  Complaint: 22528020
  
  I am rejecting this response because:  I was told I could not tan and sent away 2 times in 2 weeks.  The second time after I had signed the contract, which I have been told by an attorney is a breach of their contract with me.  I was told to fill out a cancelation form by the lady working that day which I did.  I was contacted by the manager 3 weeks after that,  saying that the issue had been resolved.  This is 1 month after I started the renewal process.  I don't understand how this acceptable business practice by Tan Your Hide.  If they had contacted me 1 day later or even 4 days later maybe this could have been resolved before I signed a new contract with a different tanning salon.  But they waited 3 weeks 9/4/24 1 month from when I started to renew.  I have saved the voice mail with the time and date.  I still have not been credited for the tan which I was charged and told I would be credited.  At this point I just want Tan your Hide to cancel my contract like the lady working that day said it would be and stop bothering me.  It is not my fault that their employees are not properly trained to renew contracts and deal with customers.  The $3000 is how much I have spent at Tan your Hide over the last 6 years.  I am not looking for a refund.  I had no intention on leaving Tan your Hide because the location was perfect for me but felt forced out and that they did not care about my business.  
  
  Sincerely,
  
  **** *******

  Business response

  11/11/2024

  **** was contacted and explained that we needed the form to be able to keep his acct active, and only not allowed to tan the day he needed to complete the forms.

  The $3000.00 is not acceptable at all, as he tanned for 6 years as he stated.

  The offer we made is more than fair, and he could cancel at the other salon as well. 

  The contract does stand, and so does the offer. 

  We spoke to all of the girls involved and they did state that they simply wanted to get the paperwork finalized, as the other contract have been done prior.

  On the single tan. $24.00 was applied to your down payment on your renewal, and was discounted to zero, so that was used instead of a new enrollment.

  We understand you went to join at a another salon, but you did still have this contract, and were not told you couldn't tan, just explained that we needed that information before you did. You had told the girls twice when you came in that you didn't have it to give to them, knowing that we did need that. There was no breach of contract. 

  **** you've been with TYH for many years and we are trying to make this right. 

  We did speak to ***** who has been with TYH as a city manager since 2020, and she feels badly that its gotten to this point.  

   

  Customer response

  11/12/2024

   
  Complaint: 22528020
  
  I am rejecting this response because It does not look like Tan your Hide even read my response.  The $3000 is what I have spent at Tan your Hide as a customer for the last 6 years and I said I was not looking for a refund so I do not know how that is not acceptable.  Not only was I told I could not tan they had me fill out what I was told was a cancellation form.  I went in to tan that day and the only reason I canceled is because I was told I could not tan.    So when I left that day my understanding was that this was over and done with.  I went and found the charge for the tan that you now say was applied as a down payment on my renewal it was actually charged on 7/15/24 and was for $26.40 not $24.00.  Which means it took Tan your Hide from 7/15/24 to 9/4/24 to get my renewal done right.  When I left the third time after trying to renew I was told everything was complete and good to go.  I was told I could not tan because you needed my banking information yet I checked my bank statement and you had charged me for the months of  August September and October without that information.  So when your staff told me I could not tan that day the monthly dues had been collected and Tan your Hide breached the contract.  It took the new tanning salon 5 minutes to do my contract and will not be canceling with them.  If Tan your Hide wants to make this right they would cancel the contract as I was originally told it was by your staff and quit harassing me.
  
  Sincerely,
  
  **** *******

  Business response

  11/13/2024

  The contract will not be cancelled. And again we spoke to everyone involved

   

   

  Customer response

  11/14/2024

   
  Complaint: 22528020
  
  I am rejecting this response because: The contract is canceled because that is what your staff told me when I filled out the cancellation form.  The customer may never be right at **********************, but this time the customer is right!
  
  Sincerely,
  
  **** *******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Tan Your Hide at ****************. The employee made me buy new googles, because I had a groupon and she was told by her management that you have to buy new googles when using a groupon, even if you already own a pair. But then my groupon for some reason didn't go through, so I had to leave and work that out with groupon. So I wanted a refund on my googles and she said they are NOT allowed to give refunds. Even though she just sold it to me 1 minute ago. I asked if I could talk to a manager and I could come back and talk to them. She told me I couldn't have the manager number and she was not allowed to tell me what days the manager would be in. The googles are still in the original package and I would like to return them and get my money back.

  Business response

  05/31/2023

  ***** the goggles are required by TYH and a health board requirement as well. You can not tan without them, and this is for your safety, and sanitation, as well as the salons liability. We have always required goggles but after COVID happened we do require that every member has their own, and it is a one time purchase, so when ever you return you will have your own. Again for sanitation and protection.

  As for the groupon:

  I'm not sure why it wasn't able to be redeemed. We will ask the store mgr and the team member  that took care of you. What time of day did you go in and that will help us. If there is an issues with groupon, she was correct that you would have to speak to them. However, if it was an issue in the store we will resolve that for you. What is the number on your groupon, and what day did you purchase it from groupon? What is the groupon for?

  The team member should have relayed to you that we have mgrs at every location and they can always reach out, or you can call as well for any problems. We also are always available at ****************************** So I do apologize for that. That was bad service on her part. 

  Please send the info we need to resolve this to ***************************** and we will take care of you. 

   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December of 2022 I was notified my credit payment didnt go through. I was in ******* with the army. I told her I would be on to update my credit card info when I got back in the week of January I received my husband retirement orders and notified the blonde at the south gate location I would be leaving now and moving to **************. I produced these orders for said person who was a new employee at tan your hide and said she would input in the system. Never heard anything else. I received no mail in reference to any bill or notice of final payment. Last week I received a collection notice from tan your hide. I then went back and looked at all my forward mail. I then went into my email to see if I had anything only till I went into my spam mail did I receive a notice. But no bill just a notice to contact several people. I then again emailed a copy of my husbands retirement orders. I never received a mail copy of a bill. Now Im alarmed that you would think that this is a form of communication and a physical bill log to be mailed out As you know emails can sometimes get lost etc. Im also aware that the girl who was employed with you guys and I gave my information over to found disgusting comments written about my daughter and I in the commentary section. To which she stated that it was embarrassing and removed the comments. My daughter is also now in the same boat after providing the proper paperwork since she is also a dependent of my husband and I. She has also gotten a call from collections. This needs to be rectified. I find that management in **************** is very toxic due to the turn over rate of your employees and the attitude we used to get coming in. Along with the nasty comments I got to look at discussing what a problem my daughter and I were when coming in to just tan. Which we were never a problem. I can produce a copy of an email that I sent out to a manager named ******* who still wont respond back.

  Business response

  03/27/2023

  ********* signed a 10 month contract with TYH. 

  and installment paperwork and commitment.We have the members sign this paperwork in 4 different places and initial in 9 places, on the contract, auto payment form, and the tanning release form. Two of these state our cancellation policy very clearly. All of this was signed and initialed by ******************. We only use paper contracts and auto payment forms so the member can see exactly what they are signing, and read at that tine.We actually have a specific clause that every member must sign and initial for military and PCS orders. I have highlighted that on the contract, and auto payment forms.    
  
       One of the signatures is right above the line that states There are no refunds, no cancellations, and by signing this I acknowledge this. This is on two different forms they sign.

  ********* states she gave us a copy of orders. That is incorrect. She said she spoke to ******* at the Southgate location. ******* said no orders were given. In addition to get any kind of **** cancellation relief, the orders must be sent to the corp off email. We did not ever receivecthem.She told our office mgr that she would be in that Sunday 1/23 to update her c card info and pay to catch up. That never happened. 

  12/6/22, and 12/15/22 sent via email, two collection and past due notices. no response. 

  1/5/23 the office mgr attempted a collt call

  1/19/23 the Mgr attempted a colt call. they usually leave messages if no one answers, and phone isnt full

  sent to collections 1/27/23. This is a valid contract and no cancellation was ever approved. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up to use Tan Your Hide tanning salon. I used their services without any issues for months. I then became pregnant. I contacted the company on multiple occasions to cancel my membership as I was pregnant and recommended due to health concerns not to tan. During my pregnancy I have received multiple blood transfusions, iron transfusions and had multiple hospital stays. I expressed through email I would like to cancel due to medical. They rufused and said my account could be placed on hold. That did not happen. They continued to bill my card and I ended up having to dispute the charges and file a stop payment. I then received a collection notice that my account had been sent to a collection agency for the amount of $1029. I am appalled by this business practice.

  Business response

  12/29/2022

  ******* asked to cancel due to pregnancy. We have a very specific clause in the contract that the signed and initialed, both, that states we don't cancel for pregnancy.

   

  We do how ever freeze the time, and not the payments, so when she is ready to tan again, all that time is available. We explained she woul dbeed to sign the freeze doc.

  Shannon chose not to sign this.

  ******* also reversed the charge / payment for July, and August on was declined. So after contacting her several times, which we maintain dates and who contacted her in the system, she was sent to collections for non payment of contract.

  She will need to contact the collection agency to pay this off, or arrange payments. 

   Once that is paid off, her credit will be corrected per the collection company.

   

  Customer response

  12/29/2022

   
  Complaint: 18646995
  
  I am rejecting this response because it is a health and safety risk. I was contacted by email and responded. I refuse to go back and forth with a company whom has no consideration for their customers. I will contact an attorney to resolve the matter as well as be posting on all media sites to provide others with the awful business practices going on. I have no desire to ever use this business again. There are plenty of other salons to use that value their customers. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a membership 10 months. I use that membership a total of I believe 3 to 4 times. I was told at the time of sign up you can do a six-month suspension at any time. Or cancel the membership at any time. As I have not use this membership for literally months! And they pulled money out of my account again this month, I called this morning to cancel the membership and or suspend it. I was told no that is not anything they offer and I have no option other than to continue paying out the membership. This is completely unacceptable as they can see the fact that I have not use this membership in months. I contacted my bank to see what options I have to block the charge from my bank, as this is a membership and not fraud I also have no repercussion through my bank. They are stealing my money! Every single month! This is completely unacceptable! I want my entire membership refunded to me immediately!

  Business response

  10/06/2022

  As *************;stated in her complaint, she signed a ******************************************************************** several places, which they have to initial, that the membership is not cancellable. 

  We offer 60 days freeze options, and that requires a signed document at the store when they want to freeze. It does not freeze the payments, but any time frozen gets added at the end of the membership

  The women that signed her up is very detailed when she signs people up, and is the City Manager who has been with us for 11 years, so most definitely would not tell anyone that they can cancel or freeze for 6 months. 

  The membership is valid, and we do not cancel 10 moth memberships. I am sorry.   I would ask why *************;isn't using the membership and does she want to change to a different service? 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a subscription to Tan Your Hide for spray tan and red light therapy at their Stetson Hills location. I have paid $60.00 a month via auto draft from my debit card. Without any notice, I received a collections letter on behalf of TYH. A couple months ago, my card was stolen and I had to get a new one from my bank. I believed I had updated all the auto drafts but may (or may not) have missed TYH (still waiting on payment info from them to verify). Upon receiving collections letter, I immediately called the business asking about the collections letter, and tried to pay what was missed (one maybe 2 months, I don't for sure as they won't answer the questions I have). I had also called the salon during this time asking a question about subscription renewal and nobody told me the payment hadn't gone through, nor did anyone say there was an issue nor that they were trying to get in touch with me. The salon states they attempted to call me and changed the story on that twice on the phone call and told me I cannot pay the balance as it's already been sold to a collections company. I can confirm I was never called, emailed, or had notice sent in mail. I gave the salon my phone number, email address, and mailing address when I purchased the subscription. I also emailed the corporate email address about this issue to resolve it, and they stated that they didn't have a legit email for me and again refused to give me the contact information they have for me and refused to show proof of trying to contact me. I have impeccable credit and don't have one late payment in my credit history. I would like to be able to validate and pay what is owed and have my credit/score fixed. I appreciate any assistance you can give me here, and can forward you the emails I've sent to their corporate email address if needed.

  Business response

  08/04/2022

  Ms ********** had a past due amount of an auto payment for ***** and May, on a 10 month contract. The office attempted to email her and the email bounced saying bad email. This is the email she gave us. The manager also tried to call her on ***** fourth and the phone was disconnected. If we have no way to reach her we have no recourse but to send them to collections. At this time, the balance due is with the collection company and she can arrange payment or payments with them, and the it will show as paid with the company, to help her credit. 

   

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** I had purchased a very expensive package only to find when I came to use it the business was so called temporary closed. On their ******** page the business stated they are relocating and havent heard anything since and this is now going on several months.

  Business response

  06/20/2022

  We are Tan Your Hide and do not have this person as a member of customer. Please refer to **********. 

*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. ↩