Complaints

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

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Palm Beach Tan has 19 locations, listed below.

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• 

  Palm Beach Tan

  1600 NE Compton Dr Ste 204 Hillsboro, OR 97006-6989

• 

  Pacific Beach Tan, Inc. - The Crossing

  291 C St Unit 106 Washougal, WA 98671-2168

• 

  Pacific Beach Tan, Inc. - Orenco Station

  7150 NE Cornell Rd. Hillsboro, OR 97124

• 

  Pacific Beach Tan, Inc. - Battle Ground

  720 W Main St Ste 105 Battle Ground, WA 98604-4474

• 

  Pacific Beach Tan, Inc. - Hazel Dell

  7720 NE Hwy 99, Ste. 103 Vancouver, WA 98665

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:12/05/2023

  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 have gone into the business a number of times to cancel my membership. Some how they placed the account on freeze and has been charging me $8.99 without my permission. I have been told every time I go into the location the account is closed. Now I get a notification that I have been billed again. A year later. There is no customer service number to call only to send an email.

  Business Response

  Date: 12/05/2023

  Case #******** ************************* (*** market)
  
  Correspondence should be sent to: 
  
  Pacific Beach Tan, Inc.                                                 
  *************************************************;                          
  Suite 204  *********, ** 97006                             
  Attn:   *************************;                              
  PH:  ************
  

  Business Response

  Date: 12/06/2023

  Hi ****,

  You wrote into ** on 11/01/23 to have your account canceled and we canceled your membership on 11/03/23. You requested to have your membership froze on 8/27/21. I have attached your signed agreement for your records. You currently have $165.00 in tan dollars that will expire on 11/24/24. Please let me know if you have any questions.

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising 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 4/7/23, started membership with PBT and purchased a product bundle because was told i could only get the discount if i purchased it at sign up. was not told this was non-refundable.same day, had a reaction to the products purchased and contacted the store. after the call, noticed the dates printed at the bottom of all the bottles (typically an expiration date) were well over that date, some over a year.brought products back to the store on 4/8 and was told that it was non-refundable but could put store credit toward other products. had assistance from an employee, but other products had ingredients that I am allergic to. Was also informed that I would not be able to put that credit toward monthly membership.Still under the impression that the items were expired, the employee kept them in store.also on 4/8 i contacted customer service via email and never received a response.Went to another location of PBT on 4/9 to cancel my membership and explained the situation. They did not want to cancel my membership until i heard back from customer service (did not happen), was also told that the dates on the bottles are manufacture dates, but should not be more that 6 months old. (the products were well beyond 6 months old in that case)received a call from the original salon that the numbers on the bottom were lot numbers for the items, and was asked to pick up the product. I had already explained that I had a reaction to the products to begin with, regardless of the numbers on the bottom.after no response from customer service or any resolution, was charged again for membership on 5/1. reached out to customer service again, asking for cancellation as well (again). The response did not in any way acknowledge this issue, but i was told once again that I could pick up the product I had left there any time. no refund offered for either the product i had a reaction to (and no longer possess) or the membership i haven't used since this happened.

  Business Response

  Date: 05/25/2023

  Customer had advised us that she will be picking up her products once she was corrected on the numbers on the bottles being the *** number, not an expiration number. She confirmed on 2 different occasions that she was coming by. We have documented each call and email in regard to this as well. Due to this issue being escalated, we have decided to refund customer her drafted dues and honor the credit for her products. Both these requests do not meet our criteria to be approved but we will kindly override our policy and honor them for her. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20072100
  
  I am rejecting this response because:

  I cannot use this store credit toward membership, and have expressed allergy to ingredients in products in store. I will also absolutely not be visiting the business again. This whole situation could have been easily resolved and is now very distressing.
  

  I tried on more than one occasion to resolve this with customer service. I was ignored the first time, then ignored again after I said I would not be picking up the products.

  Ive been told that the number on the bottom of the bottle represented so many different things, I cannot trust the answer it's a lot number.

  I did use 2-3 (including initial visit) sessions when I kept returning to resolve this issue, and within the first few days of this membership -that they refused to cancel until I heard from customer service. I also was never offered any promotional pricing on the membership.
  

  While I appreciate the refund for the month wrongly charged after I requested cancellation, the offer to give me store credit for the product is a joke.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/01/2023

  The reason we do in store credit only is because we absolutely cannot resell the product especially since she used it and its posted clearly at all of our front counters and printed on receipts. Customer was given the first month free promotion upon purchase for the membership. The initial complaint for not wanting the products was due to the miscommunication on the *** number. 

• Initial Complaint

  Date:12/19/2022

  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.

  I did reach out to Palm Beach Tan for resolution and they not only take an excessive amount of time to respond they are not willing to resolve the issue. I kept receiving promotions to "come back" to Palm Beach Tan as I was a member previously and know that if I wish to end the membership the only way they tell you is you have to go in person prior to the previous billing cycle. I ended my current membership in September and saw they were still charged me for October and November. I personally drove back to Palm Beach Tan and told them I was still getting charged. They told me to contact Palm Beach **************** and they would be able to refund me for the unauthorized charged months. I contacted them via email and they were not willing to refund the unauthorized charges for those months saying they would cancel membership starting in December. They said they had no record of my cancelation. I made it clear it was canceled and something must have not recorded because I have personally been in their lobby when other customers have come in upset about this same issue and after reading reviews this seems like common practice for this company. I have not utilized this membership since September at all because I canceled it. They have provided no resolve and have not responded to recent email. These charges were not authorized and I find it very disturbing a company can just charge your credit card after you cancel a membership and they conveniently have no record to prove otherwise. I am again requesting a full refund for the unused canceled months of October and November 2022.

  Business Response

  Date: 01/12/2023

  Per the membership contract we do not refund for unused services and members are required to cancel in writing.  We have no records of her doing so at the time she mentions in her complaint.  When she contacted us we advised that we would absolutely refund if she could provide proof of cancellation, which she could not -just stated that she did it.  We have referred her back to her contract and advised her that we cannot refund, however did cancel her when she initially reached out so that has been taken care of.  Out of courtesy we will add an instore credit for the one month billing from when she was last in store and when we received her email about cancellation.  if she cancelled on her last visit on 9/28 that would have been effective 10/31 for Nov billing - due to missing the deadline for cancellations.  she contacted us on 11/11 and we cancelled her membership at that point.  November billing was credited onto her account as in store credit.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18610769
  
  I am rejecting this response because: As they stated my last visit was in September and I have not returned since. As I no longer trust this company and I would never go back into their business I again am requesting a refund for the unauthorized charges. They have a noted track record of complaints for this exact behavior and it needs to stop. They have no right charging customers after canceling for services not rendered. I am again requesting a full refund for unauthorized charges.
  
  
  

  Customer Answer

  Date: 01/25/2023

  When I went into the business for my last visit which was at the end of September, I canceled it at that time.  Palm Beach Tan will not let you cancel if you call  them and say you would like to cancel, that is what they told me so I specially went into the salon to cancel.  Again I have been standing in their lobby on a few occasions where unhappy members would show up and been upset saying they canceled and they got charged again.  I was not aware that the member ship had not canceled until I saw the charges on the credit card. I immediately drove back to Palm Beach Tan and very nicely saying I got charged for membership again and I canceled.  They then told me I would need to call to cancel. I said, oh, I thought you could only cancel by coming in person and they said yes but you can call too. Hmmm very confusing, but they said they would be able to refund me and it shouldn't be a problem it can happen which again I've seen it first hand. I really like the staff at the location they have been nothing but kind, but corporate is being extremely shady and they have fraudulently charged my card without my permission after I canceled. It's not ok to allow them to think it's ok to charge credit cards after a membership has been clearly canceled.  They shouldn't make the process so difficult telling members they need to go in person when they no longer wish to use their services. As they said my very last visit was at the end of September, why are they allowed to charge my credit card for the additional two months after I canceled? Not ok. I can't imagine what message this would send to consumers if they are allowed to get away with this. 

  Business Response

  Date: 02/10/2023

  We apologize for the customer's frustration, however we do not have a record of her cancellation.  According to her signed EFT contract, cancellation must be done in writing - if she had cancelled her membership in store she would have been provided a receipt and she would have electronically signed a cancellation document which would have been emailed to her.   We would be more than happy to issue a refund if there was an error and she was able to provide proof of her cancellation.  Out of courtesy we did provide an instore credit.  We were authorized to bill her card on file for her membership until we had an official cancellation request, which was done as soon as she emailed our customer care department several months later.  

  Again, we are sorry for her frustration, but the customer bears responsibility to follow the contract as does the business.  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18610769
  
  I am rejecting this response because:
  They are obviously not taking any accountability on charging my card for the additional two months that I did not use and canceled.  They have no right to do that,  its fraud. I do not want a courtesy free month which its not free because I paid for two additional months, against my will, as they just ran my card fraudulently. I do not feel comfortable even stepping foot back into their establishment as I no longer trust this business and find it very shady. The customer obviously does not come first here as again theres been many complaints for this exact same thing. No one should ever leave their card on file at this company as they will just run it whenever they want even after you canceled and when you catch it and bring it to their attention they will denied you canceled. Not a place I would want to do business with.