Complaints

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:11/14/2023

  Type:Billing 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.

  I signed up for a membership with Planet Beach/Sol Spa and have been double charged every month so far (3 months). When I called to resolve it, I was told I wouldn't be charged the following month- then was, then was again. I've tried to call, email, instagram DM, and text to cancel and have not gotten an answer in weeks. Now I was again double charged for November and have still been unable to cancel.

  Customer Answer

  Date: 11/16/2023

  I have been unable to contact them through this email but here it is! *********************************

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Date of the ******************** of money you paid the business ? 3/9/23 $10.95 SQ *SOL SPA UPTOWN NEW Orgosq.comLA ? 07/07/23 $23.00 PLANET BEACHLA0001504-891-8267LA ? 08/02/23 $45.00 PLANET BEACHLA0001504-891-8267LA *** Spa committed to provide 24/7 Access to facility and to begin membership fees/dues start 1 month after grand opening. 24/7 access and grand opening date was originally said to be the beginning of May. When the beginning of May passed, it was adjusted to mid July and now I am being told September. Despite no grand opening nor 24/hr access my account started to be drafted in July. *** Spa/Planet Beach told they would charge only 50% for the month of July bc of the lack of 24/hr access. I was also told that I would need to pay for two months membership in order to cancel. This was also not mentioned when I made the initial down-payment in March, when they said I could try the membership and cancel anytime. Today, 8/22/23, I started calling at 11am. 11am is the time the website says the facility is staffed. The first 2 calls went to an automated message asking me to enter a code, no voicemail option was available. I called again and spoke with (I believe) ********, who I later found out is the manager. I explained the issue and my confusion. She said my account had been put on a freeze and that I would be charged 20% each month until I requested to remove the freeze. This was news to me. I than asked what the date would be for the grand opening and 24/hr access. She put me on hold and I waited over 10mins. I hung up and called back and was greeted with a "Please hold". I tried to say I had already been on hold for over 10mins but I was too late. I hung up and have called several times with to get a busy signal or no answer. Finally at 12:43pm, ****** answered. I explained that I had called earlier and was waiting on a response. She then asked if I wanted to put my account on a freeze, which was strange because the last call told me that my account was on a freeze. I finally asked for my account to be canceled since no resolution was being offered. I was told that I would need to continue for 2 months of membership because a 60day notice was required and in order to start the 60days I would need to come in and sign a document. I will have paid for 4 months of a membership that I could not work into my schedule due to the misleading information of having 24 hour access to the facility. If anything, I would appreciate to have my membership canceled immediately with no fees, since I have been in communications with *** Spa since May to understand what was going on with the business but was continuously misinformed and they have been aware of my concerns.

  Customer Answer

  Date: 09/29/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Planet Beach Contempo Spa Riverbend regarding complaint ID ********.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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 18 2023 I visited this business to receive one service (spray tan). The manager fraudulently pitched a monthly membership option for $44/mo for unlimited spray tan services. I was informed that it was easy to cancel, I would just need to continue to pay for two months after cancellation date. Was NOT informed of a cancellation fee. Used the service 3 times without issue until one day I was informed that I had to pay an additional $10 per visit to pay for the cartridge. Was told that no one knew what they were doing before and this is the way it should have always been. Not a problem. Continued to use the service and paid the additional $10 a couple of more visits. I called on June 19, 2023 to cancel the membership and was told only a manager can cancel and there wasnt one at the location to do so. Received one callback and voicemail from the new manager which I missed due to work. Have since called at least 6 times to have this cancelled. Every call, an employee gives me a different excuse as to why I cannot cancel. Excuses have ranged from only a manager can cancel and there isnt one here to you have to come in person to cancel to we dont cancel memberships within 7 days of the end of the month. I have requested another callback from the manager every single time and have received nothing whatsoever. I wasnt even cancelling because of the fraudulent way this was pitched to me or any other complaint - I just dont use the service enough to justify a membership. Although, I would now like to point out that the facilities are extremely unsanitary and barely operate as advertised. On more than one occasion, I wasnt given the proper materials such as foot guards or a cleaned machine. From the looks of the reviews on ****** and Yelp, this is common among other patrons. Today is now July 6 2023 and Ive called once again to receive the run around from a naive employee who is forced to dish out excuse after excuse on behalf of the mgmt and/or ownership.