Complaints

This profile includes complaints for Bronze Body LLC DBA Palm Beach Tan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bronze Body LLC DBA Palm Beach Tan has 71 locations, listed below.

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  Bronze Body LLC DBA Palm Beach Tan

  400 Lazelle Rd Ste 7 Columbus, OH 43240-2077

• 

  Bronze Body LLC DBA Palm Beach Tan

  1334 N Hamilton Rd Gahanna, OH 43230-6853

• 

  Bronze Body LLC DBA Palm Beach Tan

  8080 E Broad St Reynoldsburg, OH 43068-8024

• 

  Bronze Body LLC DBA Palm Beach Tan

  6053 S Sunbury Rd Westerville, OH 43081-3846

• 

  Bronze Body LLC DBA Palm Beach Tan

  419 & 421 Colemans Crossing Marysville, OH 43040

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:05/30/2025

  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.

  Date of the transaction: Pending 6/1/25 charge billed in advance when trying to cancel. The amount of money you paid the business: Monthly approx. $115.00 What the business committed to provide you: Monthly unlimited tanning What the nature of the dispute is: Ct. (****** *******) has been in and out of the hospital for 3 months. Has not used it in 2 of those months. Name on the account is ****** *******. While he is an authorized user for individual payments, the autopay was never set up by myself. We aren't even asking for a 2 month refund despite not having used their services for the past 2 months.Front desk stated I could NOT do anything about this upcoming monthly payment despite not using the service because it was passed the 25th of the month?? Businesses that make it this difficult to cancel services undermine the customers confidence in fair business practices, in my humble opinion. I was told that I could "go online" to their website and submit a customer care request to cancel services. This seems contrary to the ethical business practices that their corporate HQ established for a business franchise.

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to respond to this complaint.

  
  We are truly sorry to hear that the customer has been dealing with health challenges and hope for a full and speedy recovery.
  
  The membership in question is billed monthly per the agreement signed at the time of enrollment. As outlined in our EFT Agreement, any account changes must be submitted by the 25th of the month to avoid the next billing cycle. This policy is standard across all locations and is communicated clearly.
  
  While the customer is an authorized user and has made individual payments, changes to the membership including cancellations must be submitted in some form of a written request. This process ensures proper documentation, protects account security, and aligns with the business practices established by our corporate office. Our staff member followed protocol by guiding the customer to the appropriate cancellation method.
  
  We understand that the membership was not used over the last two months. While our memberships are based on time access and not usage, we absolutely understand how frustrating it can feel to be billed during a time when services werent used. While we are unable to offer a refund outside of policy, we would be happy to issue in-store credit or provide tanning time to ensure nothing goes to waste. We value our members and never want them to feel like their investment is lost.
  
  If the customer would like to take advantage of that option or has any additional questions, we invite them to contact us directly.

  Customer Answer

  Date: 06/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23399644
  
  I am rejecting this response because: The agreement you have on file is in the name of ****** *******. The credit card you are charging is in the name of ******** *******. ******** ******* did NOT sign your agreement therefore what prevents your agency from coming back and suggesting she would not be able to cancel the policy despite her name not being on the agreement as an authorized user. If ******** ******* is considered an authorized user why was she prohibited from using your facilities and yet the expectation is the funds are coming out of her account?

  As expressed before ****** ******* has been in the hospital multiple times over the past 3 months. We would be more than willing to accept an equivalent timeframe in which to use your facilities or a full refund.

  Regards,
  
  ******** *******

  Business Response

  Date: 06/06/2025

  Thank you for the additional feedback. Wed like to take a moment to clarify a few points and ensure theres no confusion moving forward.
  
  The membership agreement is indeed under ****** Bigelows name. While the bank account may be shared with ******** Ritchies name, payment method alone does not dictate membership ownership or access. Only the person listed on the membership agreement is considered the member and has access to services unless an additional authorized user is added and documented.
  

  We understand the frustration especially given the difficult circumstances Mr. ******* has experienced with his health. The reason the most recent charge occurred is because the cancelation request was submitted after our monthly cutoff date of the 25th, not because ******** requested the cancelation. This is outlined in the membership terms and ensures we have time to process cancelations before the next billing cycle.
  
  Again as mentioned originally, we do not want any time to go to waste. While our policy does not permit refunds after the billing cutoff, we are happy to offer in-store credit or tan time equivalent to the two months the membership went unused. This can be redeemed at any point in the future should Mr. ******* or a designated user wish to resume services.
  
  We truly wish Mr. ******* the best in his recovery, and we remain available to assist with applying the credit when ready

• Initial Complaint

  Date:05/20/2025

  Type:Product 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 was given a tanning package for a Christmas present from **** *****. At the time of purchase we would advised the package would start with my first session. Due to health issues under my disability I was unable to start my package. We are moving and there is not a store near where I am moving to in *********, ****. I emailed the business about it and was advised I would not get a refund from a used package with teaming months on it. I advised her that I understood that but my package was never started at all. She said no refund and said whenever I was near a location I could use it knowing I was not going to be near a store. Three days passed and she never emailed me back. I then sent a email requesting the managers name and contact information. I have yet to receive a email providing that information. Im not sure what kind of business would withhold manager information to a customer to resolve a complaint that was being brought to there attention. I am asking for a refund

  Business Response

  Date: 06/04/2025

  According to our records, the tanning package in question was purchased as a gift in December 2024. The package was activated the same day it was purchased, as outlined in our terms and conditions. This is a standard policy for all gift packages, and our system reflects the activation and expiration timeline accordingly. By the time we received communication from the customer, the package was nearing expiration and had not been used.
  
  While we empathize with the customers health concerns and upcoming relocation, our gift packages are non-refundable and non-transferable once activated, regardless of usage. This policy is stated at the time of purchase. Our team offered the customer the option to the full tan time at one of our locations, should they be near one in the future, in good faith and in line with our policies.
  
  The request for a refund on an expired, unused package that was activated months ago falls outside of our refund policy. We remain available should the customer have further questions, but we are unable to issue a refund in this case.

  Customer Answer

  Date: 06/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23357095
  
  I am rejecting this response because: unfortunately, apparently wrong information was provided to **** when he purchased the tanning package as a gift. He let her know that he didnt know exactly when I will be starting it, and she advised him that that was OK because the package did not start until my first visit. Apparently employees need to be educated on what they state that their full rules are. Had he known this he would not have purchased it until he knew I was ready to start. Its obvious I wasnt able to start the package because I was unable to go. It is really sad that because advised wrongly by a by an employee of the companythat we are out hundreds of dollars. I am definitely not satisfied with this. We chose them based on their reputation and due to wrong information by an employee. We are now out the money. it will be very unfortunate if this matter cant be rectified for wrongdoing outside of our control.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/05/2024

  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.

  Within the last four months, I purchased a tanning package with spray tan. It was a monthly subscription. Upon completion of the spray tan, I suffered greatly and had a severe allergic reaction to the chemicals in the spray. I threw up violently over the next 24 hours. I knew I could never spray tan again. I kept the package for a month and went and used the tanning bed to tan. After use, I broke out in a rash and hives. Realizing I would not be able to use the spray tanning or the tanning beds, I called Palm Beach Tan and canceled my subscription over the phone. The person I spoke to confirmed that they canceled my subscription and I went about my business. Just this past Saturday my mother informed me that she was still being charged for the subscription even though she was present when I canceled the subscription. I promptly called them and was told that the previous call I made two months prior to cancel the account was not logged into the notes of my account. I was finally provided with the correct information and they said they would pause the account ($7 fee per month) and that I could just come in to cancel the subscription. I am unsure why this information wasnt provided when the original call to cancel occurred, as this seems like an easy process to follow and give instructions for. Since they are refusing to refund my money, and charging me the $7 monthly instead which would have been done if the call had been handled correctly the first time, I am assuming that there is commission involved with the subscriptions and that workers are discouraged to cancel accounts or provide the correct information as they will lose income. I can see no other reason as to why a company would provide wrong information and keep charging a full fee on someone who felt like death when using their services. The employee providing false information to a consumer should be punished and not the innocent consumer.

  Business Response

  Date: 11/11/2024

  Hi *****, 

  I can only apologize for any troubles you've experienced in trying to get this canceled. *** is no contract, so you are able to cancel whenever you want! To cancel your membership, we do ask that you visit your local Palm Beach Tan and sign the cancelation document before the 25th of the month to avoid being billed for the following month. Palm Beach Tan also offers a stay and save, or freeze option, where you will only be billed the $7.50 plus tax per month while frozen. You earn that $7.50 back each month in the form of tan dollars to use when you resume using the services while still earning rewards. Both freezing and canceling can be done at the salon. If you are not able to make it to your local salon, we do offer an online option to make account changes. To avoid phone conversations being the confirmation, we do require these changes be made in some form of writing to confirm and track them. 

  Your services have successfully been canceled and no further billing will process on the account. If needed, your signed EFT Agreement is attached. 
  
  Thanks!

  Customer Answer

  Date: 11/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518055
  
  I am rejecting this response because: 
  

  for two months after being told by an employee that I canceled the tanning services and would no longer be charged, I was charged the full price and not $7.50  

  The information that was given to me was false and misleading  

  I was charged four months of services  

  I used only on month  

  I called and cancelled after the second month but before the third month because I realized I couldnt tan no matter how much I wanted to  

  I would like a full refund of the two charges that were not used   
  

  I feel this giving of false information is standard practice of employees to protect their commission and not give the client fair protection against fraud  

  I am not asking for a refund of the first two months because I didnt attempt to cancel the service prior to then  

  please to the right thing and refund my money and punish the staff who provide false information to trusting patrons  

   

   

   

  
  Regards,
  
  ***** *****

  Business Response

  Date: 11/25/2024

  *****,

  I apologize again for any misunderstanding in the initial EFT Agreement you signed authorizing these charges and acknowledging how to properly cancel or make account changes for said EFT Agreement with PBT.I have attached that again should you need to review it!
  

  As a courtesy, a refund has been processed for your November billing. You should see this within 7-10 business days.
  

  Customer Answer

  Date: 11/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518055
  
  I am rejecting this response because: 

  While I do appreciate your willingness to terminate the agreement and refund Novembers charge, I want to make it clear, that your employee gave out false information when I called to cancel. 
  
  If I had received the correct instructions from your employee when I called to cancel, I would have happily driven to the facility and cancelled this agreement immediately. 

  I would not have been falsely charged two months worth of services.

  What I do know, is I called in and cancelled. I was verbally told that it was cancelled by your employee. 
  Your employee failed to tell the truth to me and purposely allowed me to believe I would no longer be charged. 
  

  The worst thing about all this, is that your employee gave me the wrong information and then purposely did not log in my call or make a note that I called. 

  When you found no record of my call, it shows me that there are deceptive practices going on.

  Whether it is company policy to manipulate customers for monetary gain or it is an employees greed to keep commissions, it is not acceptable to defraud customers.  It is not a way to run a successful and trustworthy business.

   

  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 am filing a complaint against Palm Beach Tan for unauthorized and fraudulent charges on my credit card. My wife and I signed up for memberships prior to a trip and subsequently canceled them in person at the salon in March 2024. We followed up on the cancellation in April 2024 to ensure it was processed correctly. However, despite our efforts, Palm Beach Tan continued to charge my card for six months.
  In April 2024, I noticed a recurring charge and disputed it through my bank, which was honored. I assumed the issue was resolved. However, in October 2024, I discovered that the unauthorized charges had continued. When I contacted the store, they claimed that only my wife had canceled her membership, not me. This is contrary to the confirmation I received at the time of cancellation.
  The store refused to cancel my membership over the phone, insisting that it must be done in person. They also refused to issue a refund for the unused and continued subscriptions, despite my cancellation. Furthermore, the representative stated that they would charge my card again at the end of the week, regardless of my objections.
  I have since placed a block on payment to prevent further unauthorized charges. The lack of customer service and blatant disregard for my cancellation request is appalling. This behavior constitutes fraud and a violation of consumer protection statutes.

  Business Response

  Date: 10/29/2024

  Hi ******, 

  We do apologize for any troubles or miscommunication with your initial cancelation attempt. Satisfying our customers is very important to us and I’m sorry we couldn't meet your requirements. I fully respect your decision and can only apologize for any problems your business experienced.

  I've had the chance to talk with the local team and it looks like the DEN Director of Operations called and spoke with you that day and processed a refund for 6 months of billing. I have attached 5 months of proof as I can only attach 5 files, if needed. 

  Have a wonderful day! 

• Initial Complaint

  Date:10/10/2024

  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 went to Palm Beach for a single spray tan, but was talked into signing up for the monthly membership because it is cheaper and I would be able to cancel it right away so I am not charged. This is what the two women working at the time told me. I got my spray tan, and a few days later called to cancel. The man I spoke to said I would either have to come into the salon to cancel, or I can fill out an online form. I chose the online form. He walked me through the entire process and I submitted it successfully. Fast forward a few weeks and I was charged another $29.90 for a membership fee. I called this location and spoke to a woman who told me that there is nothing they can do on their end for refunds, and that I would need to fill out another online form. I told her that I do not like that answer, because it seems that corporate did not get my first form. She ensures me there is nothing they can to. I reluctantly fill out the online form. I got a response 4 days later from someone in corporate saying that they never received my initial cancellation request, and that if I have proof that I should send it over for investigation. There is no way for me to have proof of such a thing, because I was forced to use their online form rather than send an email. I responded back to this person telling them all the details, but have yet to get a response and it has been over 3 days.This is a horrible business practice. There is no corporate phone number to call and get a resolution... only these online forms that apparently don't work. I want a refund.

  Customer Answer

  Date: 10/17/2024

  ***** E <******************************>
  1:26 AM (8 hours ago)
  to disputeresolution
  
  Hello,
  
  I just wanted to add to the complaint that it has now been ten days since I sent my last message to corporate and havent heard back from them yet. I just sent another email so I will update the complaint if or when I hear back. 
  
  Thank you,
  *****

  Business Response

  Date: 10/23/2024

  Hi *****, 

  We apologize for the delay in trying to get this resolved. We did find your cancelation attempt from 9/8 that was missed in our ticketing system. Your services have successfully been canceled and an immediate refund has been processed for your October billing. You should see this with 7-10 business days.Please let me know if you have any questions!

• Initial Complaint

  Date:06/04/2024

  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 purchased services around mid February for a special event occurring March 24, 2024. I gave my debit card for payment , and was told I needed to cancel/hault services by March 25th to not be charged the next billing date. I put account on hold March 21st in person with associate . My debit was still
  Charged the $82 the next billing date. I went in person again to rectify the situation, I at that time cancelled the membership with associate , and was told to correspond via email in regards to a refund of the $82. The email conversations got nowhere. I was told cancellations had to be made in writing, not their policy to issue refund without written cancellation. Neither associate either time I went in person to freeze or cancel made mention of such policy. Membership was cancelled in person , not in writing, obviously the policy mentioned not accurate. They did offer a month to make up for it, or gifting to someone else, not interested in either , since it was for special occasion. I would like refunded the $82.

  Business Response

  Date: 06/11/2024

  I apologize for any misunderstanding. I know how frustrating it can be to be reminded
  later about the signed EFT agreement. We were not able to locate a signed Stay and
  Save request made prior to our cutoff date of the 25th in March, which is why
  it drafted at the active rate. We are happy to give you the month back to use whenever you
  want, or to gift to a friend or family member. We don’t want it to go to waste!
  Our policy is that all changes must occur in writing by the 25th, but I can
  help make sure you get the value back to use at a later date.

  Customer Answer

  Date: 06/20/2024

  I was not asked to sign anything after the associate punched in info on computer. Was not told or reminded to submit statement in writing by associate.  However , I was able to cancel membership in person  without a statement in writing , which I find hypocritical, since you have stated its policy. 
  I do not want a months use to make up for the charge, and I do not have anyone to gift it too.  The fact that the associates are not well trained  in your policy gives a license to steal from unsuspecting clients.

• Initial Complaint

  Date:06/03/2024

  Type:Order 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 called and canceled at the end of May and was told I had to stop in, I asked if I could e-mail or sign something. I was told no, I came in person on June 3rd. I was still charged the full amount and asked about prorating. I was given my contract and it says I can give cancellation in writing, the lady helping me was short/tone and rude. She gave me a number didn't work, no name an an e-mail with no contact person. She would not give me her name and walked away.
  I would like a prorated return and someone to reach out on the behavior of the young lady working. Also why is there not a manager at this location?

  Business Response

  Date: 06/11/2024

  Hi *******,

  I apologize for any misunderstanding in trying to get this canceled and the experience at your local salon.

  PBT
  is no contract, so you are able to cancel whenever you want! To cancel
  your membership, we do ask that you visit your local Palm Beach Tan and sign
  the cancelation document, providing us with the cancelation in writing at your local salon, before the 25th of the month to avoid being billed for
  the following month. Again, I do apologize for any misunderstanding.

  We are happy to honor your June billing as an in-store credit or month of tanning for you to redeem at your convenience!
  

  Customer Answer

  Date: 06/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Your staff gave multiple answers. ****** on June 3 rd 6:54 pm gave me an answer I paid for May. The other girl who was rude said I could tan till June 20 th. Well I paid three times. April, may and June shouldn’t June be prorated? I asked to speak to a manager since they had different answers. So the rude girl gave me an email since they said they didn’t have a manager. It came back undeliverable.. I was given a phone phone no one called back. I called corporate in Denver no call back.  Your contract I signed which the rude girl gave me said I could give a cancellation in written when I called in May on the phone I was told I could not do that only in person. Seems like the young girls you have aren’t sure of your policies and no manager on site. 
  I would like a prorated refund and an apology from the girl that did not handle this well at all. She refused to give me her name.

  
  
  
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 5/6/2024 my card was charged $77.05 by Palm Beach Tans. I reached out and it was because PBT bought a local company ****** **** that I was set up with but hadn’t used in months because the location had closed. I reached out on 5/6/24 and was told the district manager would have to call me back because this was corporates fault. I called corporate and was forced to leave a voicemail and never received a call back. Seems pretty simple that they obtained my card information from a business that I did not consent to and the money should be returned immediately.

  Business Response

  Date: 05/10/2024

  I apologize for any misunderstanding regarding the acquisition of your local salon in January 2024. On 5/6 the services were successfully canceled and an outstanding balance of $174.10 was removed from the account. The services have successfully been canceled and no further billing will attempt on the account.

  Customer Answer

  Date: 05/10/2024

  I did not receive a refund. I would like funds returned to my account.

  
  

  Customer Answer

  Date: 05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** *** ****

• Initial Complaint

  Date:04/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 opened my account around 2018. I opened the PBT One account at 14.95 a month. After I was done tanning I went to close my account and was explained to me about freezing my account until I decided to tan again at a lower rate. The money while the account was froze would go into my account as tan dollars and I could use the money to purchase products or upgrades in tanning. I did freeze the account for 2 years and each year accumulated over $100. each year. I would then use the money for a step up in tanning that was $15.00 each time. I asked about using the money for my monthly membership fee and also about just refunding my money. I was told no the money needed to be used on tanning products/services and that my money would always be in my account. Fast forward to April 15 of this year and all of my money in my account was gone. They looked at my account and I had $127.00 minus 5 tan upgrades at 15.00 each, so I should have had around $72.00 left this year. Of course the manager ***** makes a phone call and tells me that PBT One no longer can be froze and no tan dollars can be earned.
  After coming home I checked around and on their website it advertises PBT One at $14.95. & the specific wording is “Freeze your membership and earn Tan Dollars” in the description.
  So the Palm Beach Tan stole my tan dollars and does not stand behind what they advertise!

  Business Response

  Date: 04/22/2024

  I apologize for any misunderstanding with our Tan Dollar expiration policy. The
  monthly fee credited to your store account cannot be used towards electronic
  drafts and is non-refundable, non-transferable and will expire 12 months after
  the date on which you cancel your account or reinstate the membership. When you unfroze the membership in March 2023, those Tan Dollars accrued during that time period expired March 2024. As a courtesy, we honored these on the account, set to expire 7/31/24. Please let us know if you need anything else!
  

  Customer Answer

  Date: 04/29/2024

  I have already heard back from ****** at Palm Beach Tan & I understand how this works going forward.

  I just wish that the Manager’s at their different locations knew the products that they’re selling, if they did we would’ve been able to avoid this complaint in the first place. 

  Thank you for your help!

  ***** *******
  
  
  

• Initial Complaint

  Date:10/10/2023

  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.

  This business will not cancel my membership, that I cannot use as I now live out of state, (across the country) without being there in person.
  There is nobody to answer the phone on their customer service line, it sends you to a voicemail, and you have to wait for their one person to call you back. There’s nowhere to cancel my membership without speaking to this one singular representative.
  
  Seeing as I cannot use this account and I feel I’m being forced into continuing the membership against my will I need help. All I want is to end my membership, it shouldn’t be this hard to do so.
  I cannot keep paying for a service I cannot use.
  
  The amount paid listed is the amount I have paid them in the past 12 months I haven’t lived there

  Business Response

  Date: 10/16/2023

  Hi *********,

  All account changes must be made
  in writing by the 25th of the month to go into effect for the
  following month. If you are unable to stop by your local area Palm Beach Tan
  and sign the proper documents, you may go online instead to palmbeachtan.com.
  At the top there is an option to “Contact Us”, clicking this will take you directly
  to the form where you can fill out the account change request and someone will
  reply confirming that for you within 48 hours. Please make sure the salon selected is for your current billing market so it is routed to the correct customer service team.

  ****************

  After searching, I am showing one voicemail was left with our customer service team on 10/10/23 and a voicemail was returned within 24 hours with the information on how to make account changes. I've also had the chance to review the account and I am showing an EFT Agreement was signed authorizing and acknowledging the cancelation policy.

  As of 10/16, the customer has made no written attempt to cancel the services. We will be using this written request to make the necessary changes. The services have been canceled and no further billing will process.