Complaints

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• Initial Complaint

  Date:03/13/2023

  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.

  I went in and paid good money to buy me and my daughter tanning sessions to go to this tanning salon after paying over a hundred and some odd dollars to tan and to tell them to get told that I can't tan because a bed is full when she's got at least eight other beds available $60 per unlimited is a lot of money when you can't tan and anything but one bed that's not right to turn down your customers like that and then refuse to give me my money back as well as having cockroaches walking around the rooms it's disgusting and I feel something needs to be done considering it's only been a week and I'm already getting bad service from this company never have I had any issues like this from another tanning salon before nor have ever seen roaches in any other tanning salon like I did this one

  Business Response

  Date: 03/20/2023

  After reviewing the facts of the client account, we have decided not to honor the clients refund request fot the following reasons:

  Ms. ***** did not voice her concerns to anyone on staff at Indulgence.  Therefore, we did not have any opportunity to work with her to make things right.

  The package Ms. ***** chose is our Basic Tanning package.  We offer three beds at this level.  These beds have a maximum tanning time of 20 minutes.  During our working hours, that means, at a maximum (not including time for clients to dress and undress, and for staff to clean and inspect the room), there are daily 36 times Ms. ***** could tan.  Unfortunately, Ms. ***** is only interested in tanning between noon and 1 pm, which lessens the opportunities because many other clients also come in at that time.  We do, if we have openings, offer upgrades to the next level of bed for no charge, a perk which Ms. ***** had been offered (and accepted) on her last visit of March 9, 2023.

  Ms. ***** also only wishes to tan if she and her daughter can each tan at the same time.  This means that we would need to always have two Basic beds open for them at one of our busiest times of day.  Unfortunately, the odds of have one bed available at the exact time Ms. ***** is available are low.  The odds of having two of them open at the exact same time are astronomical.

  If Ms ***** had advised us that she was unhappy after her first or second session, we would have charged her for the individual sessions used and refunded her the balance.  However, Ms. ***** has used four sessions.  Our charge for a single session of the Basic level is          $15.00 +10% tan tax, for a total of $16.50.   The cost of four sessions at that price is $66.00.  The total Ms. ***** paid for her monthly unlimited tanning package was $60.50 ($55.00 + 10% tan tax), therefore, there are no funds to return.
  

  Ms. *****' daughter remains a happy and satisfied client.

  As for the accusation that we have roaches. . . I invite anyone reading this to visit our location for an inspection at any time.  This is a ridiculous and desperate attempt to create fault where none exists.

   

   

   

  Customer Answer

  Date: 03/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I feel that she was still in the wrong considering I have worked in a tanning salon business and I do know you do what you can to please your customers and when you got numerous amount of empty beds you put your customer in there and I also know there's other people that go in there as mother and daughters and don't have any issues we was totally could not get a refund and when I asked to use another bed I was told no well why didn't she tell us about the third bed because we only knew about the two but either way I feel that this is unfair as a customer and it's totally unprofessional when it comes to someone trying to run a business I have talked to numerous other people about this tanning salon and they have had issues as well I haven't even called to try to make an appointment and was told first come first serve and not mentioning that one of the beds was broke down instead I drive all the way there to be told the bed was broke down and no my daughter is not happy about the situation she's just finishing up her her time and there won't be no more going back there by me nor my daughter after hers is done and well with the cockroaches I don't just run and just tell somebody because I would assume they would already know when it's their business but either way I feel that she knew it was wrong to how she treated me and my daughter the last time I was there as well as the other day that I went there and I the bed was full there was another lady there that had no problem put me in another bed but either way like I said I've been in the tanning business and I know how it works and she obviously does not know how to run a business she won't have many clients
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****