Complaints

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

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  Lux Tan & Cryotherapy

  1026 SE 96th Ave Portland, OR 97216-1150

• 

  Lux Tan & Cryotherapy

  13712 NE 20th Ave Vancouver, WA 98686-2698

• 

  Lux Tan & Cryotherapy

  1227 NW Lovejoy St Portland, OR 97209-2714

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:02/05/2025

  Type:Product Issues
  Status:

  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 had a purchased an Unlimited Cryo + LUX Wellness Membership with Lux Tan on April 9, 2024. I requested cancellation of this membership via email on August 5, 2024. Please see the outline of dates below. They not only charged me via credit card for September 2024 membership and October 2024 membership but then reached out to a debt collector to retrieve additional funds. I received correspondence from a debt collector dated 11/8/2024 for $390.08. I reached out multiple times through multiple avenues (email, phone, and in-person), canceling this membership beginning on August 5, 2024.August 5th- I emailed to cancel at the end of the billing cycle (I needed to do this before August 7th). August 6th - I asked during my appointment if my membership was canceled and if I would not be charged. The woman working confirmed my membership was canceled. August 22nd - I emailed asking for the receipts of my payments because they were not available on the online account system. August 23rd - This was the last date I used any of your services; I picked up the receipts and again asked for confirmation that my membership was canceled. I was told yes, it is canceled. October 18th - I contacted you via email when I saw I was continuing to be charged for membership services. October 21st - I received a response stating I would be refunded for October, and September was being reviewed. Additionally, I was never refunded for the membership charges for September 2024 and October 2024. I was charged for two additional months (September 2024 and October 2024) after canceling the membership in August 2024

• Initial Complaint

  Date:10/20/2024

  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.

  I had a membership at the establishment that was for $69.99 per month, which was billed and paid by me on 9/20/2024. On 9/29/2024 I attempted to visit the establishment to use my membership benefits and was greeted by a completely empty building. No sign on the front door re: closure, nor any explanation posted to their website. I reached out to them via email about the abrupt closure without notice and was told they had permanently closed the location my membership belonged to, and that they had been calling people to notify them there was no such call made to me, nor email sent out, and again NO EXPLANATION ON THEIR WEBSITE WHERE I MADE MY PAYMENTS ON 9/20/2024. I also requested a refund and was told NO, but I could use two other locations, one of which is OUT OF STATE, the other is in one of the least convenient areas of town to get to.

  Business Response

  Date: 10/31/2024

  Hello- we understand how it can be frustrating it can be with the situation, however, we did send an email out to all of our clients. Also, we did post it on our website that has closed and it still posted on our website. we do have two locations very nearby. The closest one will be the Pearl location downtown ******** off of *******, which takes about 15 to 20 minutes to get there. Most of our clients from multiple of location has transferred to that  location.
  
  We do understand for some clients. It is not convenient for them to go to those location so we asked him to send an email or cancel their account like everyone else and we do cancel their accounts.
  
  If you visit *********** it does say where our locations are and addresses.
  
  Also, after reviewing your account, it looks like we did cancel your account once we received your cancellation email and theres no further charges on your account.
  
  Hopefully, that explains everything, and again youre welcome to come by our Pro, location, which is nearby and use that facility.
  

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  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 used Lux Tan and Cryo in 2023 for services and paid for services at that time. On February 7th, I discovered a new charge on my CC statement in the amount of $379.26 dated 1/24/24 that was not authorized. I contacted the local store and was provided an email address for 'management' @ ******************** because 'they did not show any charges being sent'. I received a generic response of "Thank you for your email regarding the charge on your account. We apologize for any inconvenience this may have caused. We are going to take a look into this matter and will get back to you shortly. We appreciate your patience, *************** No name, no contact phone number, nothing. I requested an update again on March 2nd and now again today April 3rd. I still have not heard from anyone and am incurring interest charges for $379.26 that was not authorized. I have not returned to any of their locations since April 2023. I have provided them with a copy of my statement and a screen shot of the charge when it was still pending. At this point I am frustrated and just want my money credited back to my account. Again, I did not authorize anything in 2024 and have not been in any of their facilities since April 2023 where I did pay over $3000 for the original package of services.

  Customer Answer

  Date: 04/22/2024

  After submitting my complaint I received two emails from Lux. Still not way to contact and no name associated. I responded twice with a contact phone number and again reiterated the only resolution was a full refund. As of today, I have not received a return call or credit 

  Customer Answer

  Date: 04/22/2024

  After submitting my complaint I received two emails from Lux. Still not way to contact and no name associated. I responded twice with a contact phone number and again reiterated the only resolution was a full refund. As of today, I have not received a return call or credit 

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  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 had a monthly membership for cryotherapy with ********* Tanning and Cryotherapy- this company was sold to Lux Cryo/Lux Wellness and Skin. I never had a contract with *** and they continue taking payments on my debit, so I formally cancelled in writing the beginning of October, 2023. I had confirmation from staff my membership was cancelled. *** has continued to take monthly payments of $107.32 for Oct, Nov, Dec, Jan and Feb 2024 despite me going into the place of business as well as emailing management many times. The staff person at the location suggested legal action to get it to stop because she doesn't understand why it is not getting resolved. I am owed a refund of $429.28 (assuming I somehow owed for Oct if they require a 30 day notice to cancel). I am having to cancel my personal debit card to get the payments to stop coming out of my checking account. At this point, the lack of response and not resolving the issue, and continuing to take my money feels like a scam and is the worst customer service I have experienced with a company.

  Customer Answer

  Date: 03/01/2024

  RE: complaint ED ******************* Morning,

  Thank you for letting me know that Lux Tan & Cryotherapy did not respond.  It is very disappointing but not unexpected and I will consider pursing legal action.

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

• Initial Complaint

  Date:06/02/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 signed up for a 3 month membership and canceled at the end of the 3 months. Lux Tan and Cryo persisted to change me $2,200 once canceled. I was never contacted about the additional fee by the business. The fee went to collections and the debt collector has filed a judgment against me.

  Business Response

  Date: 06/02/2023

  Our memberships are a minimum agreement of 3 months, with automated payments billed monthly until cancellation. This account has been closed since 2018 and showing no owed balance. 

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20133597
  
  I am rejecting this response because:
  A collection company in which your company fraudulently sold fictitious debt to, is attempting to place a judgment on me. Please retract this act immediately.
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/07/2023

  Please see document from atlas collections in which lux tax fraudulently sole debt to. I am currently trying to schedule another court date. Lux tan and the collection needs to cease and desist immediately.

  Customer Answer

  Date: 06/13/2023

  See attached latest correspondence to atlas and the court 

• Initial Complaint

  Date:03/03/2023

  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.

  This company lied to me about the terms of cancelling my contract. I was told I could send an email to cancel my membership over the phone as long as it was within 10 days of my automatic payment. The girl at the office assured me an email was sufficient...If she would have told me YES you MUST come in here to sign a paper I obviously would have! They refuse to cancel my membership and are still going to charge me $175 which I gave AMPLE notice! We are in a world of COVID! Not everyone can ********* down to their office! I sent an email on 2/28. 10 days prior to my auto withdrawal. What a scam and bad business to squeak any money out where they can!

  Business Response

  Date: 03/04/2023

  We have had email correspondence with this customer explaining our policies and have even provided her with her signed membership agreement.  This agreement states that she has to fulfill her commitment of 3 months before she is eligible to cancel her membership. ********************** has yet to even fulfill that portion of her contract, however, given her misunderstanding of our policies we informed her that we could cancel her membership after 2 months given she follow the cancellation policy. *** has a strict cancellation policy which is stated in all contracts, informed in person upon initial visit, and also stated on salon voicemails. 

  Upon receiving clients email we reiterated the cancellation policy of needing to come into the salon 10 days minimum before their set billing cycle to fill out a cancel form, as well as gave her the option of accepting her email as a 30 days notice. ********************** states that employees gave her false information regarding the policy, however our employees are thoroughly trained on said policy and we had discussed this matter with the employee she is speaking about and they confirmed that they never stated that sending an email would be equivalent to the 10 day in person notice. 

  In case of an emergency regarding covid or any other illness that is keeping clients from being able to come to our facilities, we will make an exception to our policies and cancel the membership as if it were an in person 10 day notice.  However, this client stated that she is just unable to make it in, not that she has covid or any other sickness. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19537104
  
  I am rejecting this response because: It is none of your business why I could not make it in, but yes it was due to a current COVID infection, and I am happy to provide results of a positive test result!!!!!!!!!!!!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/15/2023

  We have attached the clients signed membership agreement which states all of our policies. *** has strict policies that have been created to help successfully manage thousands of memberships over the past 10 years. We understand life happens, people may move and/or forget about their membership and can no longer come in to cancel their membership.  For this reason we accept email cancellations, however, the process needs a longer notice period. Much like many other businesses during COVID we had to make adjustments to our policies to ensure the safety of our staff and clients. Due to clients with a positive Covid test needing to be quarantined we will rush those email cancellations and treat them as if they did come in to fill out the cancel form, that is if we are aware of this being the case. No where in any communication did the client inform any employee that she was sick. In an email correspondence on March 3rd the client had stated after being re informed of the cancellation policy that "I literally would have gone in if they would have told me that". Unfortunately she did not follow multiple of our policies that she had agreed to upon purchase (see attached signed agreement).  LUX and our employees had followed the policies, and even made multiple exceptions for **********************.

  Our resolution is to accept your email as your 30 day cancellation notice and to have your final payment collected, which after looking at our records we have found that the billing was unable to process.             Your account has been canceled and there will be no future payments coming out but we do still expect to collect your final payment.