Complaints

This profile includes complaints for Desert Sun Tanning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Desert Sun Tanning has 23 locations, listed below.

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  Desert Sun Tanning

  14121 NE 24th St Bellevue, WA 98007

• 

  Desert Sun Tanning

  13210 Meridian E Ste C102 Puyallup, WA 98373-5629

• 

  Desert Sun Tanning

  900 Meridian E Milton, WA 98354-7001

• 

  Desert Sun Tanning

  3719 88th St NE Marysville, WA 98270-7228

• 

  Desert Sun Tanning

  20220 Mountain Hwy E Spanaway, WA 98387-1810

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:05/08/2025

  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.

  On April 6th, I visited Desert ************. I purchased a one-month package for tanning services. I made it very clear during my visit that I was not purchasing a recurring package, and I was not authorizing a recurring charge. However, the sales associate warned me that the company can be shady, and many customers have difficulty with their credit card charges. She encouraged me to call before my 1-month was up to verify no additional charges. I received no documentation as to the timing of Desert Suns billing. I presumed that if there was going to be a problem, it would occur approximately 1 month from the initial charge. On May 1st, I called customer service to verify my account was closed. I was not able to reach anyone and left a voicemail. I did not receive a response. On May 2nd, Desert Sun charged my credit card for an additional month. On May 7th, I called customer service and submitted an email request, again explaining that I had tried to contact them, I had repeatedly stated that I wanted my account closed, and that I do not authorize any charges for May. This time, I did receive a call back from customer service, but she informed me that all billing processing is completed on the 25th of the month (i.e., April 25th in this case), regardless of when service was initiated. She refused to provide a courtesy one-time waiver of the charge, despite my repeated attempts to reach the company. She would not provide any of Desert Suns billing policies in writing. I can only presume a significant portion of Desert Sun's revenue is generated by this predatory practice, where customers who authorize a one-time charge are charged again before they are even aware that it has been processed.

  Business Response

  Date: 05/08/2025

  To Whom it may concern, 

   

  /**** ****** signed up on a membership on 04/06/2025 and signed the *** authorization form. Biling is on the 1st of every month, she called on May 1st to cancel her membership however according to our policy you must cancel not later than the 25th of the month. This meant **** was to be billed on May 1st and we cancelled her membership for the next billing cycle. On May 7th we spoke on the phone and explained all policies with the membership. Client did not ask for her signed *** agreement at the time but we have attached it for her record. 

   

   

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23303227
  
  I am rejecting this response because:

  Desert Sun requires that you "sign the **** by signing on the small gray electronic box (approx 1 inch tall and 3 inches wide), but at no point in the transaction does the customer have the opportunity to read this form. It is implied that you are signing for a single credit card transaction. Desert Sun did not provide a copy of this form via email or paper (until I filed a BBB complaint).
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/13/2025

  To whom it may concern, 

   

  We have laminated copies on the front desk to read before you sign anything. In addition, we can print out and/or email all documentation per client request. Client did not request any documentation until the BBB was filed, even after the phone call with our Client Support Team. 

   

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23303227
  
  I am rejecting this response because:

  Desert Sun is trying to distract from the fact that I was not provided a copy of the *** form. At the time of purchase, I intended to make a one-time payment only, and unless Desert Sun provides me with the *** form at the time of transaction, I have no way to know that the company will make the unauthorized second charge until after it has occurred. In this case the company processed the second charge on April 25, just 17 days after my first charge cleared. Being suspicious of this company, I called well before my initial month was up, and it was still too late to prevent the second charge.

  Desert Sun's process lacks transparency and traps the consumer into a second month's charge. Desert Sun should show good faith and refund customer's second month charge when it is clear the customer never had any intention of purchasing a second month and has not used any services related to the second month's charge. 

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

• Initial Complaint

  Date:03/06/2025

  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.

  In january i started a membership and went tanning 2 weeks they continue to take money from my account and ive not tanned since i went in to freeze my account and they wanted me to pay another $96.16 just to freeze my account and thats what i was wanting to avoid but needless to say they would not do it.

  Business Response

  Date: 03/07/2025

  To whom this may concern, 

   

  Please email; ******************************* and we can look further into your account and work on a resolution. 

• Initial Complaint

  Date:01/30/2025

  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.

  My husband started an account with desert Sun tanning salon in ************ ********** some months ago before we went on a trip to a warm climate Weve been on side trip and he wanted to stop the billing of his account for the service since he no longer needs it. He called and told that They cannot stop billing unless he physically comes into the location to sign paperwork. I questioned this so I called Desert Sun and spoke to an employee there **** who told me that the federal government is the reason they cannot stop billing an account to a customer without having a physical signature on paper. I asked if this could be done through DocuSign by email and she told me that we would have to speak to ***************** That is my main complaint. **** was rude, defensive, and ended up hanging up on me, which was inconvenient, but my main issue with the business is that I cant think of a reason why the federal government would prevent a company from ceasing to build a customer without a document signed. I think they are lying and that this should be investigated.

  Business Response

  Date: 02/10/2025

  To Whom this may concern, 

  We apologize for the confusion as we do require written documentation either done in salon, VIA our Desert Sun Tanning Website; ********************************************************* OR VIA our Client Support Team email; *********************************************************. 

• Initial Complaint

  Date:11/27/2024

  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.

  **************** associate at ******** branch upsold me a membership when I repeatedly asked for just one visit and then told to just cancel it. Now Im contacting them to cancel and the same person is telling me its past the date to cancel and wont process it. Additionally, I never received the terms of the subscription as I was an electronic signature on a notepad at the salon.

  Business Response

  Date: 11/27/2024

  To Whom This concerns, 

   

  We called and left **** ******** a Voicemail at 2:28pm explaining we cancelled his membership an no billing will occur for December 1st. A refund is not owed as we will not bill him. 

• Initial Complaint

  Date:04/04/2024

  Type:Billing 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.

  10 March 2024 I asked to purchase a package of 5 tans at the lowest UV possible, which the company labels as "platinum". Instead, I was sold a gold and burned a little in places that do not receive sun. Realizing the error, I notified the salon on 13 March 2024 in person, well within their "7 day return policy", and told them that I was sold the incorrect product. The manager, *****, told me their promotion of 40% off had just ended but she would sell me an additional 5 at the discounted price, which I did because it "was easier for the salon". I was under the impression that I would pay the difference for a 10 tan package because I absolutely did not want to use gold beds and made that pretty clear. My 5th tan, believing I was in a platinum bed, was in fact gold, and again I burned. The associate told me that I had "used my last one" and I said that is incorrect, I should have 5 more in the package, because I've paid almost $180. I notified the corporate office and I was bounced back to *****, who offered me one free tan with the 5 because I was overcharged. She told me via email that a package of 10 platinum was $144 during the sale. I tried to explain I was put in gold beds thus I overpaid and wanted a refund, she refused and stated the 7 day policy. I only wanted 5 for the light benefit (not the tan), tried to be understanding but was taken advantage of. I want a refund because of their vague pricing and deceptive business practices, bait and switch,

• Initial Complaint

  Date:02/24/2023

  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.

  This is a copy of the message I just sent Desert Sun llc. I had to use their internal messaging service via their website as Desert Sun does not seem to have an email address. I am including it as it outlines my complaint. I am also following up with my financial institution to make them aware that Desert Sun llc is NOT authorized to make charges on my credit account. What a mess.To whom it may concern,My contact/account information is as follows:********************* *********************************************************** ************* I am writing to cancel ALL of my Desert ************ after the experience I had today at the Desrt Sun location in *******, ** as well as previous customer service issues in the past.I have had a Desert Sun account for years and it has been on HOLD status for months now over winter. Today I intended on stopping by the Desert Sun in ******* to reactivate my account and for a quick tan. What occurred instead was a excessively long wait as the single employee working spent just under 30 minutes attempting to sign up a new client while several customers stood waiting. One customer just gave up and left. I almost did too as the employee was clearly more interested in conducting smell tests on lotions and attempting to complete the transaction. At one point the employee stated to the customer she was selling concerning all of the waiting customers, Its fine. They all had to go through this too. Not only is that statement telling as to the ridiculously inefficient sign-up process Desert Sun employs but it is inaccurate. When I signed up there were more than one employee working to accommodate the busy customer flow. If my first experience with Desert Sun had been like this I would have left without ever signing up.As it stands, this employee today insisted I could not restart my account that was on hold and started a new SEPARATE account instead of using my existing account that I have used dozens of times before as the ******* location is closest to my residence and by far the most convenient. I was told I would need to go to ************ to restart my exsisting account and that the Desert Sun employee behind the counter would not assist me in doing this so I could simply get a quick tan and go as Id intended. So now I have two accounts? This is just too much mess for tanning. My gym has tanning beds so I will just use those. I did not want a second account. I had discounts coming to me that had been accumulating during the months my account was on hold which I was not able to use. Also, this new account is apparently an increase in cost with LES benefits as I was told AFTER signing up that I could not use the stand-up tanning room because my NEW account did not qualify ALL of this went on after a half hour wait for myself and as half-dozen other customers stood waiting for me as if I was the bad guy for wanting to just use my account and get some rays.This is not the first episode with the poor customer service ********************** Sun employs at this location. On several occasions I have driven 20+ miles from my home to find their doors locked during regular business hours with no explanation. This is just unprofessional and unacceptable to me personally.So, I am writing to you today to cancel BOTH of my accounts. This new account which I did not need will need to be refunded in full and I would like all of my customer information deleted from your company files.I WAS a paying customer. After the experience I had today at your *******, ** location I will not be going forward. Please let me know that you have canceled BOTH of these accounts and refunded my payment from todays transaction. You have lost this customer. I will follow up with this inquiry next week to insure my account(s) have been closed and I am no longer being charge by Desert Sun llc.Thanks,*********************

  Business Response

  Date: 02/27/2023

  TO whom it may concern, 

   

  We had a new employee at ****************** location that needed a little more training which we have handled and addressed. At this time, ******* has been refunded and all accounts closed. This is resolved. 

• Initial Complaint

  Date:01/05/2023

  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.

  This involves a manager named ****. She is embezzling money from customers. Abusing the privilege of having client credit card numbers. Charging money to accounts but claiming a mistake on the charges but will not refund. Forcing a store credit then not honoring. Stealing money from client credit cards.

  Business Response

  Date: 01/06/2023

  To Whom This may ********************************************************************************* has not been billed with Desert Sun Tanning so a refund is not an option. Client is now banned from all Desert Sun Tanning salons due to her behavior which is on film. We ask that she kindly uses another tanning facility that is not Desert Sun Tanning.