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:03/20/2025

  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.

  Sun Haven Tanning charges for tanning packages, with the MAXIMUM time for each session listed under the packages depending on the level of package. However, they claim to have authority to tell the customer how much of that time they paid for that the customer will be allowed use, based soley on the hours of operation of the tanning bed and bulbs. I paid for 5 Level 3 tans for $60 with a total maximum time of 60 minutes, at 12 minutes per session. I was told the most they will allow me to use is 8 minutes a session for a maximum of 40 minutes, effectively cutting out 20 minutes of tanning time. I signed no agreement, nor was I made aware of this clause prior to purchase. It is not advertised anywhere, and the prices advertised are reflective of 12 minutes tanning sessions. People don't buy a product, then get told how much they are allowed to use after they already completed the purchase.

  Business Response

  Date: 03/29/2025

  Thank you for bringing your concerns to our attention. At Sunhaven Tanning, the health and safety of our customers are our top priorities. We understand that you were frustrated with the limitation placed on your tanning time in a bed with brand-new lamps, and we appreciate the opportunity to clarify our policies and the reasons behind them.
  When tanning lamps are replaced with new bulbs, their output is significantly stronger compared to older bulbs that have seen extensive use. This increase in UV intensity means that exposure times must be carefully adjusted to prevent overexposure and the risk of burns. Because of this, our trained staff follows industry-standard guidelines that require us to set lower session times when customers use beds with freshly installed lamps. These guidelines are based on ethical obligations to ensure that all tanners can achieve a tan safely without experiencing unnecessary skin damage.  On the date of the complaint, all level 3 tanning beds had received new lamps within the past 24 hours.  
  To further explain, here are some important facts about tanning and UV Exposure:
  New Tanning Lamps & Exposure Times  The strength of a UV lamp diminishes over time. New bulbs emit higher UV output, so reducing tanning time is necessary to allow the skin to adjust safely and prevent burns.
  Overexposure Risks  UV overexposure can cause burns, premature aging, and increase the risk of skin damage. Responsible tanning salons, including Sunhaven, follow strict regulations to prevent this.
  Industry Regulations & Ethical Responsibility  The tanning industry follows guidelines from organizations such as the ***, SmartTan and *********************************************** which recommend reducing exposure times with new lamps to ensure safe tanning practices.
  We want all our customers to have a safe and enjoyable ********************** experience, and our policies are in place to protect your skin health while helping you achieve the best results possible. We appreciate your understanding and are happy to work with you to develop a safe and effective tanning plan.
  Thank you for your time and for choosing Sunhaven Tanning.
  Best regards,
  ****** ****
  Sunhaven Tanning