Complaints

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

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Tropical Tan NW, Inc. has 11 locations, listed below.

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• 

  Tropical Tan NW, Inc.

  7621 Evergreen Way Everett, WA 98203-6414

• 

  Tropical Tan NW, Inc.

  18827 Bothell Way NE Bothell, WA 98011-1940

• 

  Tropical Tan NW, Inc.

  9911 Aurora Ave N Seattle, WA 98103

• 

  Tropical Tan NW, Inc.

  4201 196th St SW Ste 160 Lynnwood, WA 98036

• 

  Tropical Tan NW, Inc.

  15620 Highway 99 Lynnwood Lynnwood, WA 98087

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:05/16/2025

  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.

  Subject: Complaint Against Tropical Tan Unfair Billing Practices and ********************* Dear ************************ am writing to formally file a complaint against Tropical Tan regarding their customer service practices and unfair billing procedures.I was a member of Tropical Tan and attempted to contact their headquarters office in ******** multiple times regarding my account and concerns about their service. Despite arranging a time to speak with a manager, no one was available to take my call. Due to these repeated communication failures and poor customer service, I decided not to renew my membership. Apart from having an employee that was derogatory in her comments to me over the phone. I requested a call back from a manager no less than four times, there was no call back, and when I was told to call their ************** on an April day in the afternoon, and that a manager would be available. I called and they were not available, and the receptionist at headquarters when I called had no clue as to why no manager was present, or why they weren't present at the arranged time to call them.All of this time Tropical Tan had my name and phone number to contact me, if they'd wanted to, so it seems as though they're more interested in their money collection than their customer service. Cancellation was impossible After canceling my debit card to prevent unauthorized charges, poor customer service, unavailability, I didnt hear from them from late March, 2025, until just tonight on 5/16/2025 I was contacted by Tropical Tan demanding a $13 fee, which they claim is associated with non-renewal, and or membership cancellation. While there may be documents that they could use to justify this charge, their lack of responsiveness and failure to provide customer support makes this fee unfair. ******************** has had over two months to contact me about whatever terms they had, their customer service and billing issues which they never bothered to contact me about.

  Business Response

  Date: 05/20/2025

  Hi ***,

  I have gone ahead and cancelled your membership and removed the $12.98 balance on your account.  I apologize that you have been unable to get a hold of corporate.  There is no record of calls or voicemails left on our client services phone, and we do not have a receptionist here, so I think you may have been given the wrong contact information. If you would like to discuss further your customer service complaints we would be happy to try and help resolve them.  Our phone number is ************** and our email address is ************************
  

• Initial Complaint

  Date:02/18/2025

  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 don't have the exact date of pausing my accounts at ********************** but when me and my wife did pause our accounts they continue to take out an amount until we started tanning again. Due to unforseen circumstances we had to move 25 miles away from there closest location and that left credits on both my wife and my accounts combined less than $500. I called and explained to them that we had to move and that we couldn't afford to go around 50miles round trip to tan as we have 2 children and my wife was diagnosed with cancer. They said the only thing I could do is use the credit for restarting our memberships. I would have no problem with that but they don't have any locations close to us and my wife cannot be in the sun or tanning beds due to her treatment. I just want the less than $500 returned to us as it was just to keep are accounts this money was all taken out while our accounts were on pause. I feel like if they are stealing from me and my family by not refunding the money. If it was just tanning packages we didn't use i would understand why but the $20-$25 a month they took out of our bank account was simply to keep our account profiles active until we started tanning again. We just want the money back. I don't feel like it's ethical for a business to just keep our money when they don't have service within a reasonable distance from where i live. I can get exact amounts and bank statements if necessary. Thank you

  Business Response

  Date: 02/24/2025

  To whom it may concern, Mr ******* signed a freeze form and per our contract freeze dues are non refundable and the freeze dues of the $9.95 (before tax price) is credited to the clients account for use on product or services in store.

  Customer Answer

  Date: 03/03/2025

  
  So after reviewing the information that tropical tan sent for the freeze of the account that is not my signature I never signed that document. They can compare my signature from my original membership sign up I DID NOT SIGN that. I am not satisfied at all with this outcome at all. Where can we go from here?
  

  
  

  Business Response

  Date: 03/11/2025

  To whom it may concern,

  After reviewing Mr ********* response I looked into his account again and per the membership and freeze forms membership refunds will only be given if warranted and if customer shows proof of proper paperwork, i.e. Freeze form or Cancellation form. We charged them the freeze dues per their request which continues until reactivation or cancellation. They are asking for a refund on a perk we give to our membership clients that is non refundable. When an account is 'Frozen' a $9.95 fee is drafted on the first of every month until activated or cancelled, freeze dues up to twelve months and/or $120 are credited to the clients account for use on product or services. These terms are stated in the two forms I have attached with my response. Upon looking further into Mr ******* and his wife's account - ***** has a total of $110.03 accrued in store credit and his wife ***** has $120. These credits stay on their accounts and can be used to purchase any of our services which includes Tanning, Red *************, spray Tanning, Infrared sauna and product. These credits will stay on their account and can be used if they are ever in the area, again this is a store credit perk we give our members and is non refundable.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22959175
  
  I am rejecting this response because: The freeze document was never signed by me. That it's not my signature on that document. This is fraud!!! Not only are you guys keeping my money when I don't have your services anywhere near where I live but fraud is also being committed. I went to your tropical tan location on hwy 99 in ******** the one that is now closed to have this paused. I never signed any documents. The blonde girl behind the counter the one that was always high on drugs and nodding off on the job i think her name was ******* took care of it. I NEVER SIGED THAT DOCUMENT THAT IS NOT MY SIGNATURE. All it takes is for you to look at the two documents to see that is NOT my signature on the freeze document. There is some serious wrong doing here by Tropical Tan on a "Legal document" Let's get this resolved or I will be pursuing this for fraud.

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

  Business Response

  Date: 03/17/2025

  To whom it may concern,
  If you want to base this off of the signature stating it is not yours on the freeze form, then the account would have remained active and your card would have been charged full dues instead of freeze dues which means you would NOT have store credit for your freeze on your account which is what this matter is revolved around and you would have paid an additional $589.54 in monthly dues. You have previously froze in the past and ***** was frozen since April of 2022, these forms have not changed since you both signed them the first time. Once again these credits are NON REFUNDABLE per company policy.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22959175
  
  I am rejecting this response because:

  My account should have been canceled at that time no frozen!! As you can see my account was NEVER used after that DATE. What it sounds like to me is you guys aren't taking responsibility for the fraud that has happened and saying that basically it's ok that a "Legal" document was fraudulently signed by a member of your staff. My account should never have been in a "freeze" status my account should have been CANCELLED because I never intended to use it again. Both my wife and I never intended on goimg back to tropical tan so that fact that there is a freeze form fraudulently signed tells me that instead of canceling my account as it should have been and employee decided to sign a freeze form on my account and my wife's account. I would have noticed $150 a month coming out of my account but the amount from a freeze it didn't put a big enough dent in my bank account for me to notice. So your justifying the fraud with "i would have been charged $500 +"is a ridiculous excuse because I shouldn't have been charged ANYTHING because I wanted my account canceled!!! Makes me wonder how many ither customers this may have happened to and how many other times customers ask to have accounts canceled but instead your employees forget there name on a freeze document so you can still charge them money in hopes they don't notice the small amount. Hmmmm
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/09/2024

  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 signed up for a monthly membership with them in June of 2023. I soon after cancelled my membership. I cancelled and signed all documents with them and they continue to charge my account for two additional months. I went in and talked with them and they confirmed that I had signed and showed proper steps to cancelled and close my account. They told me I had to email or call their corporate number to get a refund. I tried calling multiple times and no one ever answered and voicemail would not accept messages. I emailed them in October (two months after I cancelled and was continued to being charged.) They showed that I was owed a refund but their customer service representative said the owner has to approve all refunds. It is clearly their mistake and they acknowledged I was owed money, but still required their owner to approve it. It has been four months since my original email to them and six months since I cancelled my account. I have emailed multiple times again asking for the refund and an update and have not received any response back. I have even stopped in the store and they said they can't do anything about it and even the lady working mentioned how poorly the owner handles things. I can't get any response from them about my refund or when I will see it.

• Initial Complaint

  Date:09/18/2023

  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.

  In April, ************************* to stop tanning due to my allergies. I contacted tanning salon and explained to them that I have to stop tanning due to medical reasons. I asked them to cancel my account, instead they froze my account, which means they continue charging me every month for small maintenance fee. A few days ago I received letter from Tropical tan salon about some changes they do to frozen accounts, that's how I found out my account still active and they keep charging me. I called salon and been told that person who froze my account no longer working and they can't help me. Today I called main office and been told same thing that there is nothing they can do about it, all they can do cancel as of today.

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  Tropical Tan is a deceptive and dishonest business that scams customers out of money. I was persuaded into signing up for a monthly tanning membership. When I signed up, I was not provided with a copy of any agreement I was signing. I was only told that I had to provide 30 days' notice in order to cancel my membership. The employee had me sign on a digital POS that had no indication of what I was signing. A few months later, I decided to cancel my membership due to health concerns. I went to the location in person, and told them of my intent to cancel. The employee told me that my membership was canceled. As expected, I was charged the next month's fee due to the 30 day timeframe. However, after another month, I was charged again. I called, asked them why my membership wasn't canceled, and they said I would need to come into the store and "sign something". I went into the store, and asked again to cancel my membership. The employee looked up my information, said "you're all set, your account is canceled". I asked her if I needed to sign something, and she said no. I also sent an email indicating my request to cancel to their corporate email address, with no response. Another month passes, and I was charged the "final" payment from the 30 day window. I called 2 weeks later and asked the status of my account - it was not canceled, still active. I went back into the store, asked them to sign whatever I needed to sign to cancel my account. I also gave them a physical copy of my own written notice. The employee had me sign the digital POS, again with no indication of what I was signing. I asked for a physical copy of what I was signing, which was the cancelation form. I'll be charged again in 30 days, hopefully for the last time, but I won't know until 60 days has passed if they have actually canceled my account. The employees lie and make it near impossible to cancel your account. They've cheated me out of hundreds of dollars.

• Initial Complaint

  Date:07/05/2023

  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.

  Going back to April I was charged incorrectly for the services when I wanted to reactivate my account. They should have used credit that was on my account but ended up charging me. Went back and forth for over two weeks with the manager and finally got my refund. IO waited until it was resolved before using the service and was told it would be retroactivated starting on the date he finally could process my refund. it was to be 4 weeks of service. 2 weeks go by and I'm charged again! I call the manager and says that oh yeah its the 1st of every month your charged. I didn't even get the length of service e that I paid for in the first place. Told him I wanted to cancel and get a refund because it was rediculous and I didn't want to carry on with them. To be told- he couldn't process another refund for me but he could forward my info to the corporate customer service line. Didnt hear from them for another two weeks until I called and they had no idea what I was talking about. Sent then the email thread got a call back only to be told they are not the department capable of giving me a refund and now I've been put in circles and no one is calling me back on an update or who cn process me the refund of $73.

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair 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.

  Completed a membership cancellation form 09-28-2022. As of 03-01-2023 monthly payments were still being drawn from my payment method on file. No one at corporate level will respond to emails or phone calls. Store locations (Tropical Tan, NW ***** are instructed to give vague information with no timeline or a way to follow up. Business do not display business licenses or provide contact information to corporate owners or managers.

• Initial Complaint

  Date:03/04/2023

  Type:Order 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 have been a member at Tropical Tan for a while now. I have tried to cancel my monthly membership about a dozen times and nobody was able to cancel it. They say only the manager can cancel it and I have to come back in the morning. I am a traveling nurse and have told them I am unable to come at certain times. They continue to take out hundreds of dollars over the months and I have not tanned in MONTHS and they know this. Every time I go in the workers look it up and say wow you have been paying and have not used it! I have emailed, called and went in so many times! It is impossible to cancel your membership with Tropical Tan. I am highly disappointed that they keep taking hundreds of dollars from people but nobody can cancel their membership! Nobody should ever go to this business as they just want your money!

• Initial Complaint

  Date:01/09/2023

  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 was a customer of ******************** ******* when I lived in ******* prior to April 2020, however I moved to ********* in the beginning of April 2020 and cancelled my membership since I would no longer be residing in the state. I had told a representative of Tropical Tan to cancel my account, which they said they did, but then they continued to charge my card every month (through December 2022). After multiple phone calls, I was finally able to have them cancel my account in November 2022, but then was still charged in December 2022. It took about 4 weeks of calling every Friday to finally get ahold of the Regional Director, but he was only able to refund 3 months worth and said I had to go to corporate to have the rest reimbursed. So, I have tried emailing the corporate office/HQ for over a month, but have not received any response. I have called and left two voicemails as well, and I believe they are evading my efforts so they don't have to reimburse me. Please assist in contacting this business so I can have reimbursement, and so they reconsider their business' practice. I have attached the thread of emails I have sent to Tropical Tan Corporate (that they have not responded to), and my Lease Agreement from when I moved to ********* in April 2020 to prove I was not in state to use their services. I can supply all the charges from the membership as well if requested.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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 have been a member at Tropical Tan since 2011. I frequent ************* location. The hours posted on the website state open from 8am to 10pm. There is an ongoing trend of chronic absenteeism as there is often nobody there to open the store at it's prescribed time (8am.) Like today, Monday November 14, 2022 and several other days myself and a couple other people are left sitting in the parking lot wondering where the staff is! One time I call ******** Tropical tan office to ask why this is. The representative stated that ****** (Northgate manager) is the only one to open it and she chose to open the store at 930am vs. 8am. There website or there front door had no notification of this late opening! Why is that? Please advise Sincerely,*****************************

  Customer Answer

  Date: 11/30/2022

  I am absolutely livid!! Here I am again at the Tropical Tan Northgate location at 08:07am. And there is no staff to open up the salon, once again! This is highly unacceptable and frankly, disrespectable to their clients! I want to here back from the powers that hold court for this business. Albeit, manager, district manager or CEO. Somebody needs to get their ****** manners and business ethics together and answer for/rectify this situation! Be advised, staff member, ***** just walked in the door at 08:11 am.
  
  
  Regards, 
  
  *****************************