Tanning Salons
Totally TanThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Totally Tan's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2025
Type:Sales and Advertising IssuesStatus: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.
I purchased a monthly plan in March using a gift card I received for Christmas. They required another form of payment on file in order process the gift card. Then I got charged another ****** on April 1st for another month subscription which I do not want! I just wanted to use the amount on the gift card. I contacted the corporate office and they refused to refund me the amount they charged to my debit card. Completely unethical. They turned it on me stating I had to cancel my membership by a certain time. This is so frustrating! Why do they need another payment on file if I am using a gift card! I am requesting a refund to my debit cardInitial Complaint
Date:07/02/2024
Type:Service or Repair IssuesStatus: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.
We have a contract for which money is withdrawn from my bank account every month. However, during the entire month of JUNE 2024, I did not have access to the equipment for which the contract includes. Each time I came to use the equipment, I was told that it wasn't working. I was told to go to another location to use the equipment there, but when I checked the equipment at that located wasn't working either. The last time I was at this business, I was sent into a tanning bed that was not working. When I tried to get them to reset it, while lying naked in the tanning bed, they ignored me for 5 mins. I was going to dress and leave, when someone finally came to the door of the tanning room, asking if I needed the bed reset. I told her that I had been hollering for them for over 5 mins. She said they couldn't hear me. It should be noted that this has happened with this particular bed in the past, and I was told that all I have to do is ****** from the bed and they will reset it. I got back in the tanning bed and when I turned it on, it shut off again. I told them it wasn't working again. I got dressed and left the salon. When I called customer service to let them know of these 2 issues and to cancel my subscription, I didn't receive any assistance and asked for a manager to call me back. They refused to give me any type of a refund for the month of June (during which I could not use the services that is included in my monthly membership cost), but in stead offered a discount on the July membership fee that they are still charging me. I thanked her, but said that I would not be returning to Totally Tan ever and they are taking money from me without my permission. She said, "well you signed the agreement." and I tried to say that Totally Tan has obligations under that same agreement and that they are not performing per the contract.Initial Complaint
Date:12/02/2023
Type:Billing IssuesStatus: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.
My wife and I were charged over the agreed amount to pause a membership per the disclosure below we were to be charged 5 dollars a month. We were just charged 30 dollars each. By submitting this form, I acknowledge that my account will be billed $5 monthly until I notify ***************************** When I reactivate my membership, my first payment will cover the first month's full dues plus tax. The following payment will be due on the 1st of the month and will reflect the prorated amount of this month's dues plus tax. From then on, payments of the total monthly dues plus tax will be processed on the 1st of each month. Upon reactivation, any accumulated reward dollars will be released into my rewards account. These reward dollars can be used for in-store purchases, excluding monthly membership drafts. Please note that reward dollars have no cash value, are non-transferable, non-refundable, and cannot be used towards monthly membership drafts or fees. If my account is declined, I will not receive any reward dollars.Freeze requests must be submitted by the 20th of the month to Freeze for the next month. For requests submitted after the 20th, the Membership Freeze will take effect for the following month. Membership Freezes take effect on the 1st, allowing access to services through the end of the month. Note: Submission of this form does not guarantee Freeze. Customers must be eligible for Freeze for the request to be processed successfully. A ************* Representative will contact you to confirm your Freeze request. Freeze requests are not finalized until you receive confirmation from a ************* Representative.Business Response
Date: 01/09/2024
The guest has been charged $30, which includes a $25 annual facility fee and $5 freeze dues. This is stated in Section K of the membership form the guest signed: $25 - Annual facility fee will be charged on the second auto-draft & then annually, same month of sign **.. The guest had signed ** in December 2022, and therefore the annual facility fee was charged along with their freeze dues in 2023. Hence, the $30 charge is valid.
Initial Complaint
Date:08/02/2023
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've tanned there for at least a couple years or more and I have paid 77$ a month. The moment I want to cancel its a big deal because you have to cancel so many days the month before. So now I get charged for another month and a 10$ late fee when I have things going on in my personal life that I can't afford to tan. Poor customer service. I am sure it doesn't take you 10 days to process a review! I've never been late on a payment before and this is the thanks I get for my business! I just want my money refunded!!! Please!Initial Complaint
Date:03/01/2023
Type:Product IssuesStatus: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 bought my wife a Gift Card, Gift Card! for a ********************* Her Doctor informed her that because of her Skin Condition she can not use Tanning Beds or anything UV. I called ***** Services to ask for a Refund. Of a GIFT Card. They Refused to stating "All Sales are Final." This wasn't a Membership or ******* Services, it is a Gift Card! And they Hung Up on me when I got frustrated about the situation. What a Terrible Business!Business Response
Date: 03/02/2023
Upon review of the phone call to ***** Services on 3.1.23 from ************************* - ***** stated that a Gift Card was purchased as a Valentines Day gift on 2.13.23 for the wife to use services to prepare for upcoming events in March. Two weeks later, ****** wife informed them that it is not advised for them to use UV services and they would like a refund in the amount of $126.80, as it had not been cashed in yet. Immediately ***** Services proceeded to explain to ***** that the Gift Card can be used on many other services other than UV services, such as Spa or Sunless sessions, products and does not expire. Then ***** Services explained the policy, that is posted on receipts, as well as displayed at the point of sale in all Spas, that ALL SALES ARE FINAL, and a refund cannot be processed. ***** states his wife does not have time with personal commitments / activities, thus, cannot be used due to time constraints. It was explained again the many other ways the Gift Card may be applied, and there is no expiration date for the balance. This did not set well with the ***** as they begin to yell at the ***** Service Representative and continues with condescending, angry and berating tone. ***** WAS NOT hung up on, ***** Service Representative asked if there was any further assistance to offer, and ***** yelled about his dissatisfaction, and THEY hung up on the rep and proceeded to cut and paste this review on every social media platform. All sales are final, Gift Cards do not expire.Customer Answer
Date: 03/02/2023
I am rejecting this response because: As the ***** I did Not yell. I did voice my frustration about the matter. At no point in time was I condescending or used a berating tone. I did ask ***** Services "if you bought a Gift Card and do not have the opportunity to use it in any compacity, what would you do?" Wouldn't you be upset? They responded with "is there any further assistance to offer?" and before I was able to say anything, I was Hung Up on.
Yes, I did post my 1 Star Review on ************* It is Obvious that the Business is More Concerned with the Money they receive verses **************** and making things right with their Customers. My review is not the only review from other guest stating an issue with the greed of the business verses ****************. ********************** has no Flexibility or ****************.
Business Response
Date: 03/06/2023
************* representative addressed the guests assertive frustrations in a very professional and courteous manner. Representatives are not required to agree with guests frustrations that are against policy, or answer questions that go against the company's policies. After the questions were asked by the guest, Representative addressed concerns and asked the guest if there was any further assistance that could be provided, concerns were again voiced by guest, then a bout of silence, the Representative waited until the dial tone of the phone was heard to disconnect call. Each concern is addressed on a case by case basis, this case, the Gift Card does not expire and can be used on other services than UV services, all in which the refund was requested for. Policies and procedures are implemented for all across the board, even in case by case issues since ****.Customer Answer
Date: 03/06/2023
I am rejecting this response because:
Totally Tan is NOT a BBB Accredited Business.
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