ComplaintsforDesert Sun Tanning

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  10 March 2024 I asked to purchase a package of 5 tans at the lowest UV possible, which the company labels as "platinum". Instead, I was sold a gold and burned a little in places that do not receive sun. Realizing the error, I notified the salon on 13 March 2024 in person, well within their "7 day return policy", and told them that I was sold the incorrect product. The manager, *****, told me their promotion of 40% off had just ended but she would sell me an additional 5 at the discounted price, which I did because it "was easier for the salon". I was under the impression that I would pay the difference for a 10 tan package because I absolutely did not want to use gold beds and made that pretty clear. My 5th tan, believing I was in a platinum bed, was in fact gold, and again I burned. The associate told me that I had "used my last one" and I said that is incorrect, I should have 5 more in the package, because I've paid almost $180. I notified the corporate office and I was bounced back to *****, who offered me one free tan with the 5 because I was overcharged. She told me via email that a package of 10 platinum was $144 during the sale. I tried to explain I was put in gold beds thus I overpaid and wanted a refund, she refused and stated the 7 day policy. I only wanted 5 for the light benefit (not the tan), tried to be understanding but was taken advantage of. I want a refund because of their vague pricing and deceptive business practices, bait and switch,

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a copy of the message I just sent Desert Sun llc. I had to use their internal messaging service via their website as Desert Sun does not seem to have an email address. I am including it as it outlines my complaint. I am also following up with my financial institution to make them aware that Desert Sun llc is NOT authorized to make charges on my credit account. What a mess.To whom it may concern,My contact/account information is as follows:********************* *********************************************************** ************* I am writing to cancel ALL of my Desert ************ after the experience I had today at the Desrt Sun location in *******, ** as well as previous customer service issues in the past.I have had a Desert Sun account for years and it has been on HOLD status for months now over winter. Today I intended on stopping by the Desert Sun in ******* to reactivate my account and for a quick tan. What occurred instead was a excessively long wait as the single employee working spent just under 30 minutes attempting to sign up a new client while several customers stood waiting. One customer just gave up and left. I almost did too as the employee was clearly more interested in conducting smell tests on lotions and attempting to complete the transaction. At one point the employee stated to the customer she was selling concerning all of the waiting customers, Its fine. They all had to go through this too. Not only is that statement telling as to the ridiculously inefficient sign-up process Desert Sun employs but it is inaccurate. When I signed up there were more than one employee working to accommodate the busy customer flow. If my first experience with Desert Sun had been like this I would have left without ever signing up.As it stands, this employee today insisted I could not restart my account that was on hold and started a new SEPARATE account instead of using my existing account that I have used dozens of times before as the ******* location is closest to my residence and by far the most convenient. I was told I would need to go to ************ to restart my exsisting account and that the Desert Sun employee behind the counter would not assist me in doing this so I could simply get a quick tan and go as Id intended. So now I have two accounts? This is just too much mess for tanning. My gym has tanning beds so I will just use those. I did not want a second account. I had discounts coming to me that had been accumulating during the months my account was on hold which I was not able to use. Also, this new account is apparently an increase in cost with LES benefits as I was told AFTER signing up that I could not use the stand-up tanning room because my NEW account did not qualify ALL of this went on after a half hour wait for myself and as half-dozen other customers stood waiting for me as if I was the bad guy for wanting to just use my account and get some rays.This is not the first episode with the poor customer service ********************** Sun employs at this location. On several occasions I have driven 20+ miles from my home to find their doors locked during regular business hours with no explanation. This is just unprofessional and unacceptable to me personally.So, I am writing to you today to cancel BOTH of my accounts. This new account which I did not need will need to be refunded in full and I would like all of my customer information deleted from your company files.I WAS a paying customer. After the experience I had today at your *******, ** location I will not be going forward. Please let me know that you have canceled BOTH of these accounts and refunded my payment from todays transaction. You have lost this customer. I will follow up with this inquiry next week to insure my account(s) have been closed and I am no longer being charge by Desert Sun llc.Thanks,*********************

  Business response

  02/27/2023

  TO whom it may concern, 

   

  We had a new employee at ****************** location that needed a little more training which we have handled and addressed. At this time, ******* has been refunded and all accounts closed. This is resolved. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This involves a manager named ****. She is embezzling money from customers. Abusing the privilege of having client credit card numbers. Charging money to accounts but claiming a mistake on the charges but will not refund. Forcing a store credit then not honoring. Stealing money from client credit cards.

  Business response

  01/06/2023

  To Whom This may ********************************************************************************* has not been billed with Desert Sun Tanning so a refund is not an option. Client is now banned from all Desert Sun Tanning salons due to her behavior which is on film. We ask that she kindly uses another tanning facility that is not Desert Sun Tanning. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May (2022) I went to Desert Sun tanning salon to put a freeze on my account for the rest of spring and the summer. I was told that I needed to do this before the 26th of May and so went in before that date to have my account frozen. I told the Desert Sun employee that I wanted to freeze my account. The employee agreed to do so and told me that they did freeze my account as asked and that my account would be frozen beginning in June (2022). I asked if there was anything else that I needed to do and was told that there was not and that they had taken care of it.As my husband and I were going over our bills the beginning of July we noticed that I had been charged by Desert Sun for the account that was supposed to have been frozen. We saw that I was also charged for the month of June. So, they had not frozen my account as I was told they had and they had charged me for the months of June and July.I called the salon to inquire about the situation and was not allowed to speak with the employee who had guaranteed me in May that my account was frozen. I was also told that I was not able to contact customer service and that they would need to do it for me. I reached out to customer service anyway.The response I received from customer service was that because there is no written record showing that I attempted to freeze my account I would not be refunded. I asked if the employee that was supposed to have frozen my account had told them about me going into the salon in May, and although the employee had spoken with customer service, the employee did not tell them that I had come in in May to have my account frozen.I am now being told by Desert Sun tanning salon customer service that because there is no written record, because the employee is not saying I came in, and because they have not had this problem before, I am not going to be refunded. It was the responsibility of the employee to tell me I needed to sign something.

  Business response

  07/07/2022

  To Whom This May ************************************ have been in direct contact with ***** in regards to her account and issues. We have attached our recent email chain which she did come to a resolution with us. If she still does not think this is resolved, please have her follow back up with us personally. 

   

   

  All The Best, 

   

  Desert Sun Tanning

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a similar situation as some listed here in. On Thursday April 7th I went in to the ********** salon to use my last tan... the employee talked with me about signing back up for a gold package, which I did... then - I went in to tan. I realized that I was gone out of town for most of the remaining month of April so before I left I went to the desk and asked her to cancel the order and she said they did not give refunds, I was surprised and asked even if it was just 10 minutes ago and she said yes. I emailed their headquarters and was told they do give refunds within 7 days and they would let the ********** manger know to contact me. Then crickets, nothing. I emailed headquarters again and they said they would contact him again. Finally, I received a brief phone call from a man saying he would refund me... and again crickets. I have texted him 2X and he still isn't responding to me... very frustrating because I am a local older woman and know how people from this community treat each other and rely on a business to be trustworthy ... at this point it doesn't feel that way, unfortunately in a small town this isnt the best form of practice

  Business response

  04/18/2022

  To Whom this May concern, 

   

  We have processed a refund for ********************* however, refunds can take up to ******************************* addition, the Owner and District Manager have followed up with *********** times since **** emailed, stating they have called and left several Voicemails for ****. The refund has been processed, we just have to wait for her bank to accept the funds. If **** could please check her voicemail and call back the District Manager, that would be great. 

   

  Desert Sun Tanning

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In preparation for a vacation/trip to ****** my wife and I went to ******** Desert Sun location on approximately Sept 29, 2021 and explained we wanted to tan prior to the Hawaii trip. We described we had approximately 3 weeks to tan prior to the trip. A tanning package was recommended based our our conversation. What the Desert Sun employee explained was we would be charged for the entire month October 2021 and September 2021 would be prorated. There was no talk of a SUBSCRIPTION OR RECURRING CHARGE. However, there was a recurring charge which I discovered April 2022. I've contacted Desert Sun Corporate, their response has been, sorry you signed a contract. Desert Sun has billed me approximately $1,169 for services I did not request, nor have received.

  Business response

  04/18/2022

  To Whom This May ************************************** and ************************* came into our ******** Desert Sun Tanning Salon on 09/29/2021 and signed up on our Rewards Monthly Membership. At the time of sign up, we do go over all policies and procedures regarding the monthly membership. Once we review everything and the client understands, we have them sign our EFT authorization form. Both **** and ****** signed the authorization form stating they understood it was a monthly membership and to cancel they must come in our email our client support team. Client never cancelled their authorized membership. Without any cancellation forms on file, we are only able to add 90 days worth of unused services on the account in the form of a credit or platinum level services. We have attached both signed EFT authorization forms. 

   

  Desert Sun Tanning

  Customer response

  04/19/2022

   
  Complaint: 17048613
  
  I am rejecting this response because:

   

  My wife and I went into the ******** Desert Sun and specifically stated we had 3 weeks to prepare our skin for a trip we would be leaving for on Oct 21, 2021.  We absolutely explained we would not be tanning after Oct 20, 2021.  I had NO intention to tan beyond Oct 20, this was clearly communicated to the ******** agent.  Additionally, the ******** agent confirmed my wife had an unused 6 month tanning pass, that if started, it would need to run a consecutive 6 months.  ****** had no intention of beginning that 6month pass.  We again stated we would be tanning for 3 weeks to prepare for being in the sun, period.
  The agreement referenced was not offered to us.  Desert Sun customer service states this agreement was reviewed, but keep in mind how it was reviewed . . . what we recall was either a computer screen spun towards us or some card-stock.  It was NEVER made clear by the ******** agent we were signing up for an ongoing service.  AGAIN, WE ASKED FOR AND WERE LEAD TO UNDERSTAND WE WERE PAYING FOR A PRIORATED RATE FOR SEPT AND A PRORATED RATE FOR OCTOBER.  NOTHING BEYOND OCTOBER WAS REFERENCED OR MENTIONED.
  Desert Sun billed us for a service/product we did not ask for.  Desert Sun misrepresented themselves (unintentionally or perhaps intentionally) and I wonder how often happens. 
  Also,with the 3-week period we paid to tan, there were at least 2 days were computers were being reset at a server level and tanning beds could not be used.  Additionally, miscommunication regarding their hours of operation.  This seems to indicate Desert Sun has inconsistencies.  When that happed, I asked an agent in the ******** location to have the manager call me, I never received a call.
  The same thing is happening now.  Desert Sun hides behind a thread of emails and an agreement that they conveniently have and that ****** and I dont have.  For what its worth, neither signature Desert Sun shows, matches either of our signatures.  Desert Suns signature process in ******** doesnt include signing the physical document.  A document is shared and you are asked to use some electronic signature block.  It is not straightforward what is being signed.
  Simply put, our intention and understanding was we purchased a 3week period to tan, we signed for that single transaction.  Desert Sun misrepresented and charged us for a service/service offering we did not ask for or intent to buy.  Furthermore, we have not been to Desert Sun since Oct 20, until only recently to resolve the reoccurring charges. Several time each week I sign for a credit card purchase, this is what I understood we were doing.  One for me and one for ******.  The ******** agent gave no indication or instruction of a reoccurring plan.

   

   

   

   

   

   

  
  
  Sincerely,
  
  *********************

  Business response

  05/02/2022

  Hello, 

   

  We have already spoken to the client and processed a refund. This has been resolved. 

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