Business Profile

Tanning Salons

Palm Beach Tan, Inc

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.

Complaints

This profile includes complaints for Palm Beach Tan, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

50 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/23/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed up in ****. Was a member for 18 years. Cancelled the membership in Feb/March of 2020 at the ********************, ***** location. Just discovered I have continued being charged for over 3 years at $21.95 a month. In June of 2020, after 3 months of no billing, the chargers resumed again. I did not ask to freeze my membership, I asked the customer service agent at the store to cancel it and was assured that had been done.
Business Response
Date: 01/05/2024
Hi there,
It seems you have sent this to the wrong market. I have forwarded this over to the appropriate market.

Thank you.
Customer Answer
Date: 01/08/2024
I signed up with Palm Beach Tan in 2002/2003 but cancelled that membership in March of 2020. You can see the monthly charges of ***** dating as far back as my financial institution will show me in statement searches.

They stopped billing me in March April May of 2020 but then resumed in June as if I had "paused" my membership. This is false, the membership was cancelled in person at the ******************** location.
Customer Answer
Date: 01/08/2024
2020 statements ... more can be provided if needed.
Business Response
Date: 01/10/2024
Hi there,

This client needs to contact the correct market. It seems his account is in the DFW market. Not STL. I do not have access to his account.
Thanks!
Customer Answer
Date: 01/11/2024
Hello .. it appears, as the business stated, that I have filed this against the **********. I did not realize they were separate entities. How do I get this complaint transferred to the *** Market? Do I need to re-open the entire complaint as new?
Customer Answer
Date: 01/23/2024
Hi ******,

Here is the info requested:

Palm Beach Tan
420 *********************************************
Business Response
Date: 01/31/2024
Hi ************,
I reviewed over your account and we do not have any record of you coming in to complete and sign off on your cancelation document through the salon or any requests received in from you through our websites online Contact form. During COVID our salons in the ********** Worth market closed end of March 2020 and reopened June 2020. During the closure the customers accounts were not billed, so that is why you have a no billing in April & May 2020. We have terminated the membership. We can offer you a 90 day refund, but anything outside of the 90 day refund will have to be handled through your Financial Institution.
Thank you,
************;
Customer Answer
Date: 02/01/2024
I have reviewed the business response and accept this resolution.
20 years a customer ... Never missed a single payment. Yet, you have decided to form an opinion that what I'm telling you about cancelling my membership several years ago is a LIE? After 20 years of patronizing your business?

I'm accepting your resolution simply because I want to wash my hands of PBT forever.... NOT becaue I find it suitable, empathetic, or even remotely close to amicable. At the end of the day it's thievery, plain and simple.

You, yourself, should be ashamed of not only the place you work before but also of your own morality. Two DECADES of business I gave to you. What a shame.

JD
Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May 2023, I believe it was the 26 or 27, I went into the *******, ** location to do 2 things-1 CANCEL my daughters account and ******* my account. I was very clear in what was to happen. They never give out paperwork, or send emails, but the girls were always so nice I trusted that she did what was asked. I signed the pad 4 times-2 times per account. I wanted to cancel completely but she told me since it was after the 25th of the month, it was too late for these changes to take effect and I would be charged for ***** I understood and we tried to go tanning a couple times in June before a long vacation out of country. When we got back in July, we were busy and I did not get a chance to check my bank account until the beginning of August. They charged me 2 full months and 2 paused months. I called, they said I had to go in-so I did. The same person that was supposed to take care of these previously said she was sorry, she got "confused". She paused my daughters and did nothing to mine. I said it was fine, please credit my account as she told me refunds were hard. She said she would take care of it, I went back in Oct 2023-still not corrected, different girl once again said they would call the DM. Went back in the end of Dec-STILL not taken care of, was told the same thing about contacting the DM. I went back in Jan 5, asked for the District Managers contact-left a message, no response. Contacted corporate on *********as that is their only contact I could find for over a week-no response. They took $170.40 that they should not have and are refusing to credit my account or refund me.
Business Response
Date: 01/31/2024
Hi ******
I reviewed over your account and we are showing you in on April 7, 2023 requesting to unfreeze the membership back to an active membership status. Then on August 3, 2023 we show you in to sign your document to re-freeze back on our Stay & Save Program. For your daughter ******** I show she requested to freeze on our Stay & Save Program on May 31, 2023 and then requested to cancel and signed on August 3, 2023.
I show that the District Manager made an adjustment for you by giving you one-month of in store credit for $69.95, but we are not showing any request in May 2023 on either accounts so a refund would not be approved at this time.
Thank you,
************;
Initial Complaint
Date:11/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct . 29th. 2023 I walked into palm beach tan salon. To freeze my account Which I did! The price was suppose to be $6.95 monthly, after freeze. The regular monthly price is $39.95, After cancellation, I was told I would still be charged another month of service ! Does not make sense at all! I explained to the associate, I have not used any of their facilities in months, she kindly told me to reach out to the customer service ***** which I did by email, and it took 2 weeks for them to simply say , they will not return my money , but instead give me a gift card to their ******** do not want a gift card , rather my money back , for services I did not use .
Business Response
Date: 11/16/2023
Hello!
I am trying to locate the client. I did look up the account with the name provided, as well as the email and phone number. What is the home salon used? The client may be in a different market.
Customer Answer
Date: 11/16/2023
Palm Beach Tan -
******************************
******** , **

Business Response
Date: 11/29/2023
************** came in on October 29, 2023 and completed and signed to freeze the membership on our Stay & Save Program for $7.50 a month, the associate informed the customer that she would be billed the full $39.95 on November 1, 2023 due to her requesting after our 25th cutoff deadline. The cutoff info was provided up front the the customer making her aware of this in advance. The customer's final billing was scheduled on November 1, 2023, so the service is available to use through November 30, 2023. ************** has been a member with us since 2019, and the Membership terms were covered previously. ************** contact our office via email on November 8, 2023 regarding the billing, it was explained to her that she requested to freeze after the 25th, therefore November 1, 2023 was going to be her final billing before the $7.50 frozen billing goes into effect. We have offered her an in store credit of $32.45 ($39.95 - $7.50) but a refund was denied due to the timing of receiving her request.
Customer Answer
Date: 11/29/2023
I am rejecting this response because: I do not need a store credit after 2 weeks of emails between myself and Corporate. I decided to end all ties with this company , and ended my membership, and stated to them I will not do business with a company that deceives customers.
also no where in the website or inside their salons that states you have to cancel within 7days .
Otherwise you are charged for additional month.
this is a scam on how they retain their customer base Im sure.
so it would not make sense for me to except a credit , if I no longer have a membership there.
Initial Complaint
Date:11/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased an upgrade of tanning equipment at this location for $24 on 11/9/2023. Upon use of the equipment I found it to be broken - 1/2 of the tanning bulbs were non-functional. Upon reporting this to the staff they informed me that it was known to be broken and that they had a work order in place to have a repair service fix the broken equipment. I would not have purchased the upgrade had it been disclosed that I was paying to use broken equipment. I find it unethical that the business actively sells the use of broken equipment and then does not offer refunds. This should be disclosed prior to selling a non-refundable upgrade. This lack of disclosure leads me to believe that this business is unethical and deceptive.
Business Response
Date: 01/11/2024
************** purchased the upgrade session on 11/9/2023, the cost of the session with tax was $18.70 he was not charged $24.00. The sale associate placed him back in the room, but the equipment would not start so the associate VOIDED the credit card transaction and the ************** was not charged. We apologize for any inconvenience.
Initial Complaint
Date:08/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good afternoon. In the screenshots below you can see all the times I was charged the $15.17 for the subscription for my subscription as well as my cousins. I attempted to cancel and get a refund and that was not permitted. The amount of services I have available are just ones I am not going to utilize. Not to mention that even after the cancellation was confirmed on 6/8/23 I was still charged total amount charged for unused services is $257.89. I am requesting a refund for the full amount. I am hoping to get assistance with this.
Customer Answer
Date: 08/03/2023
I was just charged $15.17 more today. I am even more upset at this point.
Customer Answer
Date: 08/07/2023
Good afternoon. In the screenshots below you can see all the times I was charged the $15.17 for the subscription for my subscription as well as my cousins. I attempted to cancel and get a refund and that was not permitted. After persistently requesting a resolution, I was finally able to cancel the subscription on 6/8/23. However, to my dismay, the unauthorized charges continued to appear on my account, indicating that the subscription was not effectively canceled as promised. I have been charged a total a total of $273.06, including another charge of $15.17 on 08/03/23. I am seeking a prompt and full refund for the unauthorized charges totaling $273.06 to be credited back to my account. Additionally, I request a confirmation in writing that my subscription has been canceled effectively and no further charges will occur. I have attempted to resolve this matter amicably with Palm Beach Tan, but their lack of cooperation and disregard for my concerns have left me no choice but to seek assistance from the Better Business Bureau. I trust that the BBB will investigate this complaint thoroughly and help facilitate a fair resolution. Please let me know if you require any further information or documentation from my end. I appreciate your attention to this matter and look forward to a timely response. Thank you for your assistance in resolving this issue.
Refund; Cancellation of Service
Business Response
Date: 08/21/2023
Hi,

I apologize for any inconvenience this has caused. I will complete a refund for both accounts, *********************** #******* and ***************************** #*******. You should receive the credit back to the **** ending in **** within 2-7 business days. The memberships are canceled.
Initial Complaint
Date:06/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They upsold me to a three pack of spray tans, which has a time limit on use. I was worried about using them all in time but bought only because I was assured by the girl selling it that I could extend the expiration date without a problem. When I called to do that I got some pushback, but they agreed to a six week extension. Then when I went into the salon to use it they told me there was no extension and that extending was impossible. The manager was rude and unhelpful. Deceptive business tactics.
Business Response
Date: 08/21/2023
Hi there,
I reviewed over your account and I show you purchase a 3 package of sunless sessions on May 4, 2023. Our packages all hold expiration dates, so your package expired on June 17, 2023. I extended the packager out for you on July 13, 2023, so you have 2 remaining sessions to use by December 31, 2023. If you have any questions please let me know. thank you
Customer Answer
Date: 08/21/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/22/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I emailed the company at the end of April to be placed on the stay & save program. On May 1st I received confirmation email that I had until May 31st, 2023 to use the services. Effective 6/01/23 my account will be billed $7.50 per month. I verified this information in order to not be embarrassed and refused services.On 5/3/23 I was refused services stating Im not a member. On 5/4/23 I emailed KristaP again, I later received an email asking me to verify the amount taken out of my checking account. I checked with my bank and emailed her once again verifying the full months dues were withdrawn. I was assured I would receive a full refund. I have been in contact via email with KristaP because I have not heard from them. I was embarrassed in front of other patrons and I do not want to go into their business and be further embarrassed by this situation. Simply put I want a refund, I have no intention of using this service or this company after all of this frustration. They refuse to call and talk about this issue and they have all the information needed as I have emailed the information to them.Kind regards
Customer Answer
Date: 05/25/2023
I would like it to be known that I went into the business yesterday to sign any documents necessary to ensure they do not withdraw any funds from my bank account and to ensure the account was in fact completely closed. I was told by the young lady behind the counter that the account is completely closed and no more funds would be taken out of my account. I wanted to ensure you received this information in the event that more funds are withdrawn in the future.
Thank you for your time and assistance,
*************************
Initial Complaint
Date:05/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Around a year ago, I purchased a 12 month membership at Palm Beach Tan located at ************************************************************. As part of the deal, I was given an extra 3 months for free. They gave me the three free months and a bottle of tanning lotion for free to sweeten the deal so I would sign up. I prepaid the year all up front as part of the deal. I went in Thursday, May 4th, 2023 to tan, and was informed my membership was expired. The employee that signed me up when I purchased it told me to hang tight so she could get it fixed. I should have had another 3 months available. She remembered when I purchased it, and talked to her District Manager by the name of ******* to get it fixed. ******* stated the plan I purchased was put in wrong, and for that reason I wouldn't be getting the extra 3 months. ******* didn't care the plan was put in wrong, and told me there is no way I bought that plan and she wasn't going to let me steal an extra 3 months. I am in the customer service business, and I shouldn't have been talked to like that. She said the old District Manager that was there was fired for doing things like my plan. I purchased a plan of 15 total months, and I should get the full 15 months whether the employee did the right or wrong thing while selling it to me. I shouldn't be punished for what their employees do.
Business Response
Date: 06/16/2023
HI there,
The original expiration was April 7, 2023, we have added the 3 additional months so your service is available now until September 16, 2023.
Business Response
Date: 06/16/2023
HI there,
The original expiration was April 7, 2023, we have added the 3 additional months so your service is available now until September 16, 2023.
Initial Complaint
Date:05/09/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my membership in March and was told no further payments would be deducted from my credit card. A payment was deducted in May which I was told would be refunded. This has not happened
Business Response
Date: 05/19/2023
Customer reached out to us about this and we took care of this and issued her a refund back for the billing, refund was completed on May 18, 2023. It can take 2-7 business days to process back.
Business Response
Date: 05/26/2023
Customer reached out to us about this and we took care of this and issued her a refund back for the billing, refund was completed on May 18, 2023. It can take 2-7 business days to process back.
Customer Answer
Date: 05/26/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 1 $163.32 was taken off my card.Spoke with ****** and was told that I would be issued a full refund on May 1.I called today again, and no refund has been issued.I was ordering 5 tan sessions for $163.32 in which after I went home to shower after 1 session, I noticed a rash and that my skin tone turned ORANGE! I paid for a bronzer and always had done the medium tan in the past year.****** informed me that She would refund me in full and I had to go back to the location and submit my card for full refund. She told me that once ******** approved it my money would go right back on my card.The lady added in my file that the bronzer and medium color I obtained was the same as before however It was NOT because it not only caused me to look orange but it also broken me in a rash under my arm and breast area. I asked ****** did she want to see the rash she stated no, I had gone to my doctor and he told me it looked like n ab allergic reaction from the tan. I requested not only my full refund but even ****** was trying to give me the correct re issue of 5 tan sessions.I explained to her that I went to the chiropractor, and they only did my back not under my arm or my breast to cause me a rash. This is has been the worst experience and I want what was promised back to me my full REFUND!My birthday is Friday and here I am looking ORANGE WITH A RASH ON MY ARM!~I'm very mad! FULL REFUND REQUEST AUTH gh1v3d
Business Response
Date: 05/19/2023
If you decide to cancel your tanning membership within 30 days from the date of purchase, Palm Beach Tan will gladly refund to you the amount you have paid for your membership, less the cost of actual sessions used.

You purchased 5 Cocktail Sunless/UV Tans + one sunless additive on May 1, 2023 and paid $168.32 You used one sunless session and one Diamond UV sunbed. The cost for a sunless is $37.00 and the cost for a Diamond UV sunbed is $47.00 + tax. Your refund was only calculated minus the one sunless session + the sunless additive, the sunless was the lowest cost used out of this package, so the refund that you were eligible to receive back was $125.75, but our records are showing only $74.05 was issued, so we owe you an additional $51.73. We will issue the $51.73 to your credit card today.
You would not be eligible to receive a full refund back.

Business Response
Date: 05/19/2023
If you decide to cancel your tanning membership within 30 days from the date of purchase, Palm Beach Tan will gladly refund to you the amount you have paid for your membership, less the cost of actual sessions used.

You purchased 5 Cocktail Sunless/UV Tans + one sunless additive on May 1, 2023 and paid $168.32 You used one sunless session and one Diamond UV sunbed. The cost for a sunless is $37.00 and the cost for a Diamond UV sunbed is $47.00 + tax. Your refund was only calculated minus the one sunless session + the sunless additive, the sunless was the lowest cost used out of this package, so the refund that you were eligible to receive back was $125.75, but our records are showing only $74.05 was issued, so we owe you an additional $51.73. We will issue the $51.73 to your credit card today. You would not be eligible to receive a full refund back.
Business Response
Date: 05/26/2023
If you decide to cancel your tanning membership within 30 days from the date of purchase, Palm Beach Tan will gladly refund to you the amount you have paid for your membership, less the cost of actual sessions used.

You purchased 5 Cocktail Sunless/UV Tans + one sunless additive on May 1, 2023 and paid $168.32 You used one sunless session and one Diamond UV sunbed. The cost for a sunless is $37.00 and the cost for a Diamond UV sunbed is $47.00 + tax. Your refund was only calculated minus the one sunless session + the sunless additive, the sunless was the lowest cost used out of this package, so the refund that you were eligible to receive back was $125.75, but our records are showing only $74.05 was issued, so we owe you an additional $51.73. We will issue the $51.73 to your credit card today. You would not be eligible to receive a full refund back.
Customer Answer
Date: 05/26/2023
I am rejecting this response because:
I was not given the correct tan I paid for
she put the wrong color in the spray tan causing me to turn orange no bronzer was added at all.
I'm still owed because this was the wrong color tan given causing me to look orange on my birthday and I was very upset!
I'm owed $42.54 in full of the amount given still
Who wants to turn orange on their Birthday and not Bronze?

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Palm Beach Tan, Inc is NOT a BBB Accredited Business.