ComplaintsforSuntan Supply

• Initial Complaint

  07/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased an ETS Envy Bed through Suntan Supply. I saw the tanning bed listed on Facebook Marketplace, and also was familiar with the company name as the previous owner of our salon did business with them. I spoke with S.S. owner Bill G******** via e-mail, phone & Facebook. He gave me a price of $4,500 including installation, adding they have a 60-day warranty. We agreed, put $2,000 down and financed the remaining $2,500 through ******* ******* with ***** ****. Tamela H**** scheduled delivery, & was delivered/installed 2/7/23. We paid $700 for install, yet had to do a large portion of the installation. On 2/13/23, a friend that was helping at the salon texted me stating the handle/control on the bed completely came apart, sending a series of pictures. I immediately called Suntan Supply, spoke with Tamela, who said to just glue it back together. Tamela confirmed this was frustrating, and was promised a return call. I received no response, and called not once but twice and began sending emails (see attachments). I attempted to speak to Bill numerous times by email & phone, Tamela as well. I made outreach to ***** as a last resort, who stated he'd speak to Bill. I have heard nothing from anyone, and after countless attempts I called Tamela in April. She stated they have no ability to get another handle as replacement, and have no other ETS Envy beds in stock to take the handle from another bed to send. She ended the call stating she would "keep an eye out" for one available. I immediately looked at their website after hanging up, and there has been an ETS Envy bed for sale that day and since that date. I have uploaded a photo of this listing from their website. This has been expensive, stressful and frustrating. Their customer service is nonexistent, and even when purchasing bulbs & a new screen for another bed they made mistakes and were impossible to communicate with. They've made no attempts to make things right, and the given warranty has not been honored.

  Business response

  07/31/2023

  The sale of used tanning beds do not come with warranty's unless specifically outlined on the sales orders (Documents).  The documentation on the Sales Proposal states " All tanning bed sales are sold "as is" no warranty unless its documented on the order.".  This information is on the bottom left side of the sales document, line number 5.  Additionally, the pre-installation check list that the customer signed also states on page 4 of 4: 

  " WARRANTY: 

       Suntan Supply does not warrant used tanning beds or equipment unless a warranty is specifically offered and outlined on the original sales order or   
       final invoice. In the event there is a manufacturers’ warranty, the customer should contact the manufacturer for all applicable warranty claims."

  The customer submitted with this complaint the documentation that states the above.  The Sales Proposal does not state there is a warranty.  The customer states that there was a 60 day warranty which is incorrect and is not outlined on the documentation.    

  Unfortunately, the handle for this model bed is no longer available. If we had a replacement handle we would have been happy to assist.  The handle can be repaired. 

  As a professional courtesy, If the customer would like to remove the handle and send it back to Suntan Supply we will make the repair and forward it back at no charge.  

   

   

   

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is currently the same tanning bed for sale at UsedBeds.org (SunTan Supply website). I was told by Bill (Suntan Supply owner) that there is a warranty on the beds. This was later confirmed by Tamela (front desk receptionist). That was then an outright lie if you supposedly have no warranties on tanning beds. That was the entire reason we bought used, was the warranty you offered.
  
  If I remove the handle and send it back to you all, I am out of a tanning bed for an extended period of time and therefore lose business & money for a situation you all are responsible for. I’ve attached a photo of the same exact tanning bed that’s been for sale on your site since at least January 2023.

  I will pursue all avenues necessary to having this fairly resolved, but putting our bed out of commission for a fault on your end is not resolution, it’s cheating your customers and not professional.

  
  Regards,
  
  ******** ***
  
  
  
  
   

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