ComplaintsforBronze Body LLC DBA Palm Beach Tan

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased services around mid February for a special event occurring March 24, 2024. I gave my debit card for payment , and was told I needed to cancel/hault services by March 25th to not be charged the next billing date. I put account on hold March 21st in person with associate . My debit was still Charged the $82 the next billing date. I went in person again to rectify the situation, I at that time cancelled the membership with associate , and was told to correspond via email in regards to a refund of the $82. The email conversations got nowhere. I was told cancellations had to be made in writing, not their policy to issue refund without written cancellation. Neither associate either time I went in person to freeze or cancel made mention of such policy. Membership was cancelled in person , not in writing, obviously the policy mentioned not accurate. They did offer a month to make up for it, or gifting to someone else, not interested in either , since it was for special occasion. I would like refunded the $82.

  Business response

  06/11/2024

  I apologize for any misunderstanding. I know how frustrating it can be to be reminded later about the signed EFT agreement. We were not able to locate a signed Stay and Save request made prior to our cutoff date of the 25th in March, which is why it drafted at the active rate. We are happy to give you the month back to use whenever you want, or to gift to a friend or family member. We don’t want it to go to waste! Our policy is that all changes must occur in writing by the 25th, but I can help make sure you get the value back to use at a later date.

  Customer response

  06/20/2024

  I was not asked to sign anything after the associate punched in info on computer. Was not told or reminded to submit statement in writing by associate.  However , I was able to cancel membership in person  without a statement in writing , which I find hypocritical, since you have stated its policy. 
  I do not want a months use to make up for the charge, and I do not have anyone to gift it too.  The fact that the associates are not well trained  in your policy gives a license to steal from unsuspecting clients.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called and canceled at the end of May and was told I had to stop in, I asked if I could e-mail or sign something. I was told no, I came in person on June 3rd. I was still charged the full amount and asked about prorating. I was given my contract and it says I can give cancellation in writing, the lady helping me was short/tone and rude. She gave me a number didn't work, no name an an e-mail with no contact person. She would not give me her name and walked away. I would like a prorated return and someone to reach out on the behavior of the young lady working. Also why is there not a manager at this location?

  Business response

  06/11/2024

  Hi *******,

  I apologize for any misunderstanding in trying to get this canceled and the experience at your local salon.

  PBT is no contract, so you are able to cancel whenever you want! To cancel your membership, we do ask that you visit your local Palm Beach Tan and sign the cancelation document, providing us with the cancelation in writing at your local salon, before the 25th of the month to avoid being billed for the following month. Again, I do apologize for any misunderstanding.

  We are happy to honor your June billing as an in-store credit or month of tanning for you to redeem at your convenience!
  

  Customer response

  06/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  Your staff gave multiple answers. ****** on June 3 rd 6:54 pm gave me an answer I paid for May. The other girl who was rude said I could tan till June 20 th. Well I paid three times. April, may and June shouldn’t June be prorated? I asked to speak to a manager since they had different answers. So the rude girl gave me an email since they said they didn’t have a manager. It came back undeliverable.. I was given a phone phone no one called back. I called corporate in Denver no call back.  Your contract I signed which the rude girl gave me said I could give a cancellation in written when I called in May on the phone I was told I could not do that only in person. Seems like the young girls you have aren’t sure of your policies and no manager on site. 
  I would like a prorated refund and an apology from the girl that did not handle this well at all. She refused to give me her name.

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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/6/2024 my card was charged $77.05 by Palm Beach Tans. I reached out and it was because PBT bought a local company ****** **** that I was set up with but hadn’t used in months because the location had closed. I reached out on 5/6/24 and was told the district manager would have to call me back because this was corporates fault. I called corporate and was forced to leave a voicemail and never received a call back. Seems pretty simple that they obtained my card information from a business that I did not consent to and the money should be returned immediately.

  Business response

  05/10/2024

  I apologize for any misunderstanding regarding the acquisition of your local salon in January 2024. On 5/6 the services were successfully canceled and an outstanding balance of $174.10 was removed from the account. The services have successfully been canceled and no further billing will attempt on the account.

  Customer response

  05/10/2024

  I did not receive a refund. I would like funds returned to my account.

  Customer response

  05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *** ****

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I opened my account around 2018. I opened the PBT One account at 14.95 a month. After I was done tanning I went to close my account and was explained to me about freezing my account until I decided to tan again at a lower rate. The money while the account was froze would go into my account as tan dollars and I could use the money to purchase products or upgrades in tanning. I did freeze the account for 2 years and each year accumulated over $100. each year. I would then use the money for a step up in tanning that was $15.00 each time. I asked about using the money for my monthly membership fee and also about just refunding my money. I was told no the money needed to be used on tanning products/services and that my money would always be in my account. Fast forward to April 15 of this year and all of my money in my account was gone. They looked at my account and I had $127.00 minus 5 tan upgrades at 15.00 each, so I should have had around $72.00 left this year. Of course the manager ***** makes a phone call and tells me that PBT One no longer can be froze and no tan dollars can be earned. After coming home I checked around and on their website it advertises PBT One at $14.95. & the specific wording is “Freeze your membership and earn Tan Dollars” in the description. So the Palm Beach Tan stole my tan dollars and does not stand behind what they advertise!

  Business response

  04/22/2024

  I apologize for any misunderstanding with our Tan Dollar expiration policy. The monthly fee credited to your store account cannot be used towards electronic drafts and is non-refundable, non-transferable and will expire 12 months after the date on which you cancel your account or reinstate the membership. When you unfroze the membership in March 2023, those Tan Dollars accrued during that time period expired March 2024. As a courtesy, we honored these on the account, set to expire 7/31/24. Please let us know if you need anything else!
  

  Customer response

  04/29/2024

  I have already heard back from ****** at Palm Beach Tan & I understand how this works going forward.

  I just wish that the Manager’s at their different locations knew the products that they’re selling, if they did we would’ve been able to avoid this complaint in the first place. 

  Thank you for your help!

  ***** *******
  
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business will not cancel my membership, that I cannot use as I now live out of state, (across the country) without being there in person. There is nobody to answer the phone on their customer service line, it sends you to a voicemail, and you have to wait for their one person to call you back. There’s nowhere to cancel my membership without speaking to this one singular representative. Seeing as I cannot use this account and I feel I’m being forced into continuing the membership against my will I need help. All I want is to end my membership, it shouldn’t be this hard to do so. I cannot keep paying for a service I cannot use. The amount paid listed is the amount I have paid them in the past 12 months I haven’t lived there

  Business response

  10/16/2023

  Hi *********,

  All account changes must be made in writing by the 25th of the month to go into effect for the following month. If you are unable to stop by your local area Palm Beach Tan and sign the proper documents, you may go online instead to palmbeachtan.com. At the top there is an option to “Contact Us”, clicking this will take you directly to the form where you can fill out the account change request and someone will reply confirming that for you within 48 hours. Please make sure the salon selected is for your current billing market so it is routed to the correct customer service team.

  ****************

  After searching, I am showing one voicemail was left with our customer service team on 10/10/23 and a voicemail was returned within 24 hours with the information on how to make account changes. I've also had the chance to review the account and I am showing an EFT Agreement was signed authorizing and acknowledging the cancelation policy.

  As of 10/16, the customer has made no written attempt to cancel the services. We will be using this written request to make the necessary changes. The services have been canceled and no further billing will process.
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 20th 2023, I purchased a 90 day upgrade at Palm Beach Tan in Xenia for $83.76. This upgrade allowed you to tan in the Diamond tanning beds for 90 days and drop your monthly package price down to $34.97 instead of $111.70 per month. So June, July, and August my monthly tanning amount on my card should have been $34.97. It was not. They had no record of me even purchasing the upgrade other than the manager at the time (****) remembered doing it and I had the charge on my bank statement pulled up and screen shot. Not only was I being charged $111.70 I was being charged $8.01 from someone else's account at the salon. They were over charging me monthly and charging me for another persons freeze amount and had no record of my $83.76 upgrade purchase. I kept getting excuse after excuse from new manager **** on what was taking so long on my refund. She said they approved 2 months refund of $111.70 to go back to my card that was attached to my checking account. Kept saying it takes 7-10 business days, they are really busy. We are at August now, still no refund, and patience has worn thin. Get a call from ****** at customer care saying refund was processed, but they only did 1 month refund and extended my tanning upgrade out an extra month till January 2024. She said district manager talked with me and I agreed to that (never talked to a *****) and said this was BS but not abbreviated version. These people lie like its nothing, manager **** at Xenia said she was told the 2 month refund was approved ****** decided to only do the 1 month refund and extend the upgrades out an extra month. TANNERS BEWARE!! Do not use your debit card at the business!!! They easily take your card and money but hate to refund anything!!!!!!! My bank issued me a new debit card since they put other peoples charges on mine and **** called it a glitch in their system. No, its called identity theft and you should have told me so, not that it was a glitch in your system.

  Business response

  09/18/2023

  The promotional offer that customer ***** **** purchased allows the consumer to tan in upgraded beds for 90 days. There is a one time cost in store, and the monthly EFT drafts stay the sames. Customer ***** **** regularly is enrolled in our Premier Diamond membership, which drafts at $99.95, plus taxes. The customer uses this promotional offer to downgrade her account and purchase upgrades to avoid paying her normal monthly dues. This is against our policy and abuses the promotional offer.

  The customer has been educated on this policy, yet continues to approach the salon associates and other staff members in a hostile manner. As a final courtesy, we refunded one month of Diamond level tanning and adjusted the upgrades to expire at 1/31/24. No further adjustments or refunds will be honored for this instance.
  

  Business response

  09/21/2023

  Customer is actively using the services. The promotional offer that customer ***** **** purchased allows the consumer to tan in upgraded beds for 90 days. There is a one time cost in store, and the monthly EFT drafts stay the sames. Customer ***** ****  regularly is enrolled in our Premier Diamond membership, which drafts at $99.95, plus taxes. The customer uses this promotional offer to downgrade her account and purchase upgrades to avoid paying her normal monthly dues. This is against our policy and abuses the promotional offer.
  The customer has been educated on this policy, yet continues to approach the salon associates and other staff members in a hostile manner. As a final courtesy, we refunded one month of Diamond level tanning and adjusted the upgrades to expire at 1/31/24. No further adjustments or refunds will be honored for this instance.

  Customer response

  09/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20577742
  
  I am rejecting this response because: 
  It’s a repeat of their last response which does not address THEIR ERROR of fraudulently using my card on another customers account, as well as another customer / customers.  They lie.  Tanners BEWARE!!!I will make sure I spread the word of their crooked business practices.  This process had been a total waste of time.  The number of complaints against this company speaks for itself.

  Regards,
  
  ***** ****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 19, 2021, my wife and I purchased account credits to Tan Pro. On August 18, 2022, we were informed Tan Pro had been acquired by Palm Beach Tan. Today (6/12/2023), we were denied service and told our account credits expired on June 9. They were unable to provide any explanation to why they expired on that date. They had claimed the account credits expire after 90 days. When I explained we were permitted to use some of the account credits on 6/2/2023, they claimed a 2 year expiration. However, we would still have 7 days to use them if that were the case. The approximate value on my wife’s account was $141.90 before tax, based on package prices today. The approximate value left on my account was $70 before tax, based on package prices today. We would like those credits returned or refunded.

  Business response

  06/13/2023

  Hi, Thanks for reaching out! We received your customer care call from 6PM on 6/12/23. Both minute packages have been extended an additional 45 days! 

  Customer response

  06/13/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I WENT TO THE MARYSVILLE OHIO LOCATION AND THEY WAS PUSHING A HALLOWEEN SPECAIL. I DO NOT CELEBRATE ANY SATANIC HOLIDAYS. AFTER FINISHING TANNING, I CAME HOME AND SUBMITTED TO CANCEL, THEN REFUND MY MEMBERSHIP. KELSEY F EMAILED ME CONFIRMING SHE RECEIVED MY EMAIL AND WAS CANCELING MY ACCOUNT. THEN A COUPLE DAYS LATER, THEY CHARGED MY ACCOUNT FOR A FULL MONTH. I EMAILED HER BACK WITH NO RESPONCE. THEN I CALLED AND LEFT A MESSAGE WITH NO RESPONSE BACK. I WAITED A FEW MORE DAYS AND STILL NO RESPONSE. I THEN CALLED THE NUMBER ON MY CREDIT CARD AND EXPLAINED THE SITUATION. A MANAGER CALLED BACK AND SAID SINCE I WENT PASSED THE 25TH, THEY ARE GOING TO CHARGE ME FOR A WHOLE MONTH, AND NOT PRORATE FOR THE COUPLE DAYS USED. SHE DIDN'T CARE IF I HAD MY ATTORNEY CONTACT THEM. SHE WOULD NOT REFUND MY MONEY. THIS IS VERY EVIL. A PERSON OR BUSINESS TRIED TO PUSH SATANIC HOLIDAYS ON YOU AND BE ENGULFED WITH EVIL. THIS IS A SIGN OF THE CHILDREN OF SATAN. I THEN CALLED AND DISPUTED THE CHARGES ON MY ACCOUNT. ENOUGH CHARGE BACKS, THIS COMPANY WILL LOSE ACCESS TO ACCEPT CREDIT CARDS. STAY AWAY!

  Business response

  11/16/2022

  On June 27th, 2022 customer ***** ******* enrolled in our PBT Premier Gold membership. The customer signed our EFT Agreement authorizing the monthly amount of $49.95, be automatically drafted from the card put on file. As we are no contract, this draft can be canceled at any time. All we ask is that we have the cancelation in the form of a written request, made by the 25th of the month to go into effect for the following month. This can be done by either stopping at your local salon and signing the proper document, a written letter, or an email that was sent per your EFT Agreement. Similar to other automatic billing subscriptions, the account will continue to actively draft until we have a written request from the account owner. Regardless of account activity or services used, all membership fees are paid in advance and are due on the 1st business day of each month.

  ***** ******* submitted his cancelation request on October 30th, 2022 via our website, palmbeachtan.com. His cancelation request was confirmed via email, letting ***** know November 2022 would be his final billing with PBT. ***** was offered a Stay and Save option, and declined citing he was too busy and he was not achieving a good color. PBT has apologized for any miscommunication. As per our policies, we are happy to honor a month of tanning or an in-store credit at a later date. 

   

   

  Customer response

  11/17/2022

  I am rejecting this response because: 

  I AM STILL WAITING FOR COPIES OF THE AGREEMENT DUE TO LEGAL ACTIONS. A 2ND REQUEST HAS BEEN SENT. I HAVE CONTACTED THE CORPORATE OFFICE DUE TO THIER ACTIONS AND HAVE REQUESTED A COPY OF THE FRANCISE AGREEMENT TO SEE ABOUT ADDITIONAL VIOLATIONS AND CRIMES. THERE IS POSSIBLE FEDERAL LAWS THAT MAY HAVE BEEN VIOLATED. UNTIL MY LAW FIRM HAS EVAILUATED ALL FORMS, I REJECT THIS RESPONSE.  
  

  Business response

  11/17/2022

  A copy of the EFT Agreement was attached to our first response to the BBB complaint. Please refer back, thank you!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed up on 6/19/22 to tan for one month until leaving the country on 7/20/22. Purchased similar package as 12/26/21. Paid $111.58 ($70 tanning, $25 enrollment and taxes). Tanned 5 days and left to visit upstate NY where no PBT exists. Planned to not tan those days and return on 7/6/22. When leaving the salon on 6/23/22, the rep suggested I freeze my account to not "lose the 10 days so we did. Returned on 7/6/22 to tan and told I need to pay another $70 for the month of July!! I paid $70 for 6/19/22 til 6/30/22 and needed to pay another $70 to til thru 7/19/22 for the month of July. Sent customer service request through website, left 2 messages with regional contact and one with corporate and no response. I am now down to 10 days that I can tan before I leave. The rep told me freezing my account was the best option for me. Now I find that's not true! Salon rep said there's nothing she can do and contact customer service which appears to be non-existent!! I explain to the salon rep that when I signed up on December 26, 2021 that I was tanning for one month and paid the same amount and then I did not pay $70 to tan five days in December and pay another $70 to tan three weeks in January! She was adamant that's how it works so technically I need to pay $140 to tan for less than a month! Plus the enrollment fees and taxes! I should be fully refunded all the money that I paid on June 19 including the enrollment fee and taxes, Without being prorated for 15 minutes of tanning I've had so far since it appears the salon representative caused this problem that I've never experienced before! Especially when the representative said the problem was caused because the account was frozen which I never even knew existed until the representative on June 23 suggested it!

  Business response

  08/08/2022

  Hi *****, 

  Thanks for reaching out about your concerns. I apologize for any delay in trying to get in contact with Customer Service. I was first made aware of this problem on 7/11/2022 and I reached out. We discussed your concerns and I apologized for the confusion on your purchase. To resolve this matter, I adjusted your account access and processed a refund for the difference you paid. The services for the month you purchased were used until the access expired!

  If customer has any further concerns or questions, please let me know and I'd be happy to discuss them!

  Customer response

  08/09/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter who is 15 signed up for a tanning package. She’s never tanned and never done anything like this she was charged full price for a large package that she didn’t need. They seen her with her cash and took complete advantage of her. Then told her she would be charged a prorated amount for month 2 which was the following week if she didn’t keep the package and allow billing to charge her she wouldn’t be able to tan past may 1st she made it clear she only wanted to tan for the week in a half for prom. She tanned a total 6 times and then still got charged the 31 for month two the amount should have been prorated when she signed up instead she was charged 83 and then only got to tan 6 times because she got burnt after first 2 so they refused her tanning for 3 days. Then told her be cause I canceled so the second payment wouldn’t come out she could no longer tan. This is a scam. You don’t charge full price then tell you when you can and can’t use the product then tell her she can no longer tan because the second payment isn’t coming out! This is wrong

  Business response

  05/17/2022

  When purchasing a membership with Palm Beach Tan, the customer will always pay for the next full month upfront, with the first billing being prorated on the next billing cycle, based on when you signed up. As we are no contract, the automated monthly membership is able to be canceled at any time however, if that membership is canceled within the same month it was purchased, it will expire at the end of that month. To take full advantage of our preferred membership pricing, you have to allow for a full automated draft. All of this was confirmed via an electronic signature from the customer and guardian. We offer a wide variety of tanning packages available for all our customers and their tanning needs. Had the 6 sessions been purchased individually at a walk-in rate, it would have cost $30 per session, totaling $211.50, after taxes. The account was originally canceled after our billing cutoff date but a refund for the May billing was going to be honored. That billing was not successful due to insufficient funds so we are not able to honor a refund. As the membership was used in April as the customer wanted, no refund will be honored for those services. 

  Customer response

  05/17/2022

  she never got a month of service if I didn’t want to be Charged for the second month I had a time limit to cancel that payment even though I didn’t cancel on time after 14 days her membership was canceled due to me canceling that second payment. So no matter what she never got a month of service if you cancel before the next billing cycle your membership gets cancelled so she never got a month of service.
  

  Business response

  05/18/2022

  Based on the response from the customer, I am not sure what she is referring to or wanting. The services were used and all late fees have been removed from the account. To take full advantage of our preferred membership pricing, you have to allow for a full automated draft. If you purchase our already discounted memberships and turn around cancel, you lose those benefits associated with the membership. All of this was confirmed via an electronic signature from the customer and guardian. We offer a wide variety of tanning packages available for all our customers and their tanning needs. Had the 6 sessions been purchased individually at a walk-in rate, it would have cost $30 per session, totaling $211.50, after taxes. The account was originally canceled after our billing cutoff date but a refund for the May billing was going to be honored. That billing was not successful due to insufficient funds so we are not able to honor a refund. As the membership was used in April as the customer wanted, no refund will be honored for those services. This has been explained several times by staff at the salon and our corporate office via phone and email. 

  Customer response

  05/18/2022

  she only used services for 13 days during those 13 days she only tanned 6 times her membership was canceled by the company because we canceled before the second payment which was prorated it should’ve been prorated in the beginning. I never signed anything electronic accept to agree to allow her to tan we don’t see what we sign and when I asked to see what I was signing she told me they can’t print them out and it was just allowing her to tan because she iaa a only 15. What I want from this company is for them to refund some of my daughters money back to her this is a gimmick a scam what company asks for you to pay full price up front then your next month is prorated but if you cancel before the next billing cycle your membership is canceled right away.it should’ve been prorated in the beginning. They canceled the membership so she only got 13 days of service and during those 13 days 6 sessions. My card was not rejected due to insufficient funds I canceled my card so no more payment’s came out. They owe my daughter half of her money she couldn’t even complete her 30 days because they canceled her membership 
  
  

*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. ↩