ComplaintsforFive Dollar Tan

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited the ****** location at ********************************************************. I spoke with the person at the front desk who told me that the last bed I used at the ******** location was a level 5 bed when my package was for level 3 beds and I was told it was a level 3. I told her that I wanted to do a level 3 today. I had done 6 then 7 minutes in the last two weeks so i wanted to do 9 but she told me if I did 7 in a level 5 I could do 12 in a 3. She set it for 3 but I got out after 8.5 minutes because something didn't feel right and the bed wouldn't turn off. During my drive home it was painful to sit and my backside felt HOT. I got home (4 minute drive) and every part of ****, legs, shoulders, and arms that was touching the bed is BURNT. It is raised, blistered and very red. Other parts of my body are not burnt, just the parts that touched the bed. I called and spoke with the lady at the front desk and she said 'we have been having issues with that bed, I will close that room' and I told her I want to speak with a manger and she took my contact info and said they would give me a call that I am still waiting for. I am going on a trip in 10 days and I wont be able to use my remaining sessions as I cannot even sit at the moment because of the pain of the burn.

  Business response

  01/08/2024

  Hi *******,
  I am so sorry about your experience! Did you by chance check in with your doctor? If the irritation was only on parts of your body that touched the acrylic, it is more likely a sensitivity to the medical grade sanitizer we use on our equipment. There can also be medications and other things in our body that can cause sensitivity to UV or heat. Just want to make sure you got medical attention if you were unable to sit or blistered! You can contact me directly if you have questions or want to discuss further.
  I reviewed the lobby camera footage of your visit. You did not ask to go a specific number of minutes. You said to set the bed for 12 minutes and you would get out if you needed to. I apologize for the confusion caused when you called back after your visit. I checked with the salon manager and there were people using that equipment before and after your visit with no issues. The only maintenance issue logged was the start button can stick.
  The salon manager did come into the salon within 2 hours of your phone call to give you a call back. She provided you a full refund, including the sessions used. 
  
  Kind regards,
  
  *************************
  *****************************************

  Customer response

  01/08/2024

   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.

*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. ↩