Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was paying the 1st of month for tanning services for a year. The 1st of every month was the agreed payment date..when come Oct 2024 I had financial problems... I did pay Nov and never once went... Dec 1st, funds were not available in my acct, now we come Sat Dec 21st 2024 they tried to process payment and it was not there. Now again they process payment Sat Dec, 28th 2024 for the $109.00 plus $10.00 late fee coming to $119.00... Now there was money in my acct so it pd it but that money was my car payment, which I now am short on to come out acct Mon Dec *******. Now that will bounce. I called House of Tans they said no refund nothing they can do... We had agreed payment date the 1st of month... Not whenever.... Now my car won't get pd.... This is not right.... none of my other agreed payments on certain dates if not paid continue to try and process unexpected.... please if you can help in anyway.... thank you

  Business response

  01/21/2025

  With our *** memberships (electronic fund transfer), we have clients sign all agreements which lets them know this is an auto bill membership and will reoccur on the 1st of the month. If for some reason any payment declines, there is a $10 late fee added and will continue to attempt to pull out of the clients card that is on file until it is successful. The client was told over the phone that unfortunately we do not offer refunds per policy but if she does not want to continue the membership, she would need to physically come into any location and sign the cancellation form which has not been attempted yet. There is a final draft for cancelling any membership, but we would be more than happy to go ahead and waive it as long as the cancellation form is signed before February 1st since that is the next draft date.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The price advertised on their website was 18.88/no. When I went in it was double that amount and the employee said that deal was no longer available. The website still lists that pricing. Also, they advertise products that are not available at all locations and I did not see any * to Indicate that the services were not available at all locations

  Business response

  10/27/2023

  when client had came into salon and asked about the $18.88/month special that is listed on the website, the employee responded back by informing client that the pricing is no longer available but gave her pricing on our new up to date prices. Client proceeded to  signed up on our good membership which is priced at $29.99/month before taxes which is also on our price sheet in each location. On the website under our services, there is an * and does state "services and equipment may vary per location. Visit your local salon for more details." The last visit the client had at *********, our manager asked her if she would like to update her monthly price since she was upset about that and she said no it was fine. client was asked multiple times after her session if she was sure she didnt want us to update the price change but she did not want to.

  Customer response

  10/30/2023

   
  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

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pay $70 a month to tan and the equipment is down/broken, I have a *********** am only allowed to spray tan 1x every 5-7 days. I cannot utilize my package because the equipment is broken,

  Business response

  10/27/2023

  our monthly membership for utilizing spray tan is once every 5-7 days as stated on our price sheet. Unfortunately with certain equipment it does involve maintenance and we do our best to get equipment up and running as fast as we can since we do have a technician who works on them and wait for parts to arrive in the mail. client has used services two times this month and has not came back for the remainder. we will issue a credit for half of the month for the inconvenience to satisfy client. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False advertisement. Paid for the level 5 membership 8 days ago. First tanning session, noticed the were mechanical issues in bed #5. Upon pressing the start button and repeatedly pressing it, the bed did not come on. Got up and called for assistance the young girl said,oh, there is a problem with that bed, sometimes you have to press the start button 4 or 5 times. Excuse me, obviously, the staff knows that there is a problem with this bed. I finally got it to turn on, and I wanted the air conditioning, the mist, and the aromatherapy Which obviously didnt work. I left there and said I would go back the next day. Next day, when I went, I told the girl I definitely did not want to go in bed number five if it had not been fixed. She suggested I go in bed number three, which was a lower level bed, but I agreed. I got no color on my body, but burnt my face severely. Again, Ill let that go went back today and expressed my concerns about bid number five and they assured me that it worked fine, you just have to push the button a couple of times to start it. as they said, I did have to push it more than once it was about eight times. When I got to the point where I selected facial ventilation, body, ventilation, mist and aromatherapy, these options did not work at all. The only thing that seem to work with the facial ******, which again severely burned my face. When I came out, I complained with the two young girls working at the front desk, and they said that no one else had complained. They also told me that bed five does not have mist and aromatherapy. I asked well why does the Voice Control state that it does They had no answer. I asked to speak to the corporate/manager/owner, and one of the young girls texted her because she refused to give me her name or number. She told me that she could not talk with me because it was Fathers Day, and she was out with her family. I dont mind paying good money for good service but this place has got pitiful service and not only did I pay for *****, June and the rest of July and some tanning lotion when I was there eight days ago. One of the girls suggested that I go to another location if I had wanted to go to another location thats where I would have gotten my membership. I was told even though I had paid prorated for the rest of June, and the whole month of July, I would still get drafted for another month, even if I stopped coming at the end of June. I dont mind paying good money for good services, but this is unacceptable. They would not give me a number to corporate/owner/manager or the name they just told me that they texted her and she was busy with Fathers *** and her family and could not call me. Instructed her that she needed to call me by 10 AM tomorrow because this is unacceptable .

  Business response

  07/14/2023

  Client "*********************" had a concern with one of our machines that the start button on the handle was not cooperating when trying to start session and addressed it to an employee working at that time. Employee had informed management about it and management had contacted client "*********************" the next business day which was on a Monday, the day after she had complained since management is out of store on weekends. Our bed technician was on schedule to come out that week to replace handle anyways (bed was still working properly overall, no other issues other than handle). Issue was resolved within a couple days and management had informed client "*********************" that all issues were taken care of and she was understanding. Since she had cancelled her membership in June, in our membership agreement policy (which she had signed) it states that there is always a 1 final draft notice required in which she would have been charged for the month of ***** ********** went ahead and waived that last draft so the client will not have any future charges and to satisfy the client. Client has had no further issues and still currently tans with us.

*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. ↩