Complaints

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:01/10/2025

  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.

  Ive attempted to reach out to the business owner multiple times about an experience in their location. When I go into the store, everyone says they cant help me in getting a refund because I experienced a sunburn from their tanning bed and the spray tan machine malfunctioned, causing me to be of orange color rather than a tan as promised

  Business Response

  Date: 01/10/2025

  **** sent me an email on New Years Day at 12:36pm.  The salon was closed for the holiday but I still responded to him at 1:21pm.  His email is attached along with my response. He came in the salon and purchased new client specials on April 3, 2024 - all buy one get one free sessions.  He tanned in our high pressure tanning bed that day and insisted he be allowed to go full time as he said he was tanning regularly somewhere else.  We don't typically allow that but he was insistent that my employee give him the full 12 minutes.  2 days later on April 5, 2024 he came in to spray tan.  He made no mention of getting red in the bed a couple days earlier and wanted to spray tan.  We put him in our spray tan booth.  I never heard a word about him or from him until the New Year's Day email expressing dissatisfaction from his sessions nearly 9 months earlier.  If he had a problem back then - he could easily have sent a message through our website but no message was ever sent.  I have responded with phone calls and emails and even text messages.  He got my cell phone number and is calling repeatedly to get me to respond on his time frame.  I have left him a couple of voicemails asking him to call the salon when I am there or respond through the text messaging system I tried to contact him through as well, but he never responded back to me.  He has been very belligerent to my staff and wants me to respond when he wants me to respond.  I am responding in a timely fashion but it's gotten to the point that I had to block his phone number on my cell phone because he is very impatient and calls over and over.  He first asked that I change the level of his tanning package in the New Year's Day email - I responded with an email saying I would do that.  Today he went in my Germantown salon and was rather rude with my employee demanding they change his tanning to red light sessions.  My employee said the owner (me) has to do that as she doesn't have authority to do it.  He continued to harass her until she called the manager at another salon asking what to do.  She was told I would contact him to figure it out as she didn't have authority to change up his packages.  I was at my ******** location today and called him from there leaving a voicemail but he never called back.  I then text through the messaging system in our tanning software telling him I was at that salon and I would change his sessions to red ************* if that's what he now wanted but he never responded back to me.  I now see he has submitted the complaint here through the BBB.  I have responded with emails, phone calls, text messages and have tried to be accommodating to his wishes.  

• Initial Complaint

  Date:10/09/2023

  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.

  On 9/18 I purchased a tanning package for the amount of $87.74. After my first tan, unknown to me, I was put in less level tanning beds that cost much less than what I had paid for. I reached out to the owner and she said she'd either credit 3 tans back to my account or give me a particular dollar credit back. I agreed to having the tans credited back to my account. Upon further review I realized the dollar amounts she quoted me were 3 times less than they should've been, and I called her out on it. But, I didn't make any changes to the account or the decision I had already made. After leaving the owner a bad review on ******* particularly due to issues my wife had with this business as well, the owner took it upon herself to take back what she had already credited me, and instead refunded a particular amount back to my card. This was not the resolution I had chose and she now took back 3 tans that I should have on my account. At this point in time I don't want anything to do with this business and am seeking a full refund of $87.74 back to my card (less the $9.12 already refunded).

  Business Response

  Date: 11/01/2023

  I apologized for the employee error and tried my best to rectify the situation.  I gave him 3 Free Level 4 tans for the 3 tans he was put in Level 2 bed in error. He emailed that he was good with that.  Then he emailed me again apparently wanting something different and wanted to revisit this issue.  Then I read the review that talked about him wanting the money back and no where did he mention the 3 Free Level 4 tans I gave him to rectify the error.  So I refunded the amount he said he wanted and removed the 3 Free tans I had given him.  I responded to his ****** review.  I stated I would refund the balance of his package since nothing seemed to make him happy.  He continued to send harassing emails to me.  I prorated the package and deducted the 3 - Level 4 tans he used and refunded the balance of his package.  (He also used 3 Level 2 tans that were an employee error that were free to him).   I emailed him to stop harassing me via email, that I refunded his package balance after proration of the 3 level 4 tans he used and asked him not to come back to the salon. 

  Customer Answer

  Date: 11/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not email back asking for something different than the tans the business owner credited to my account. I emailed back when I realized her math was way off and asked her to recalculate what monetary value the tans were worth. I also included my own calculations in the email. Nothing I did or said was asking for a change in what I had been given, I just wanted to make sure, given she did her math correctly, that I made the correct choice that worked best for me. The review also did not state I wanted money back, it merely stated that she tried to only refund close to 1/3 the amount of the value of the tans. To quote the review " I reached out to the owner and she offered a credit of 3 level 4 tans or $1.18 back per tan, for $3.54 total. Not really thinking about it, I just asked for the 3 tans to be credited back to my account. Not that a few extra dollars would've changed my mind, but I went back and did the math on it and realized she was shortchanging me more than double the cost, close to triple, of what I paid per tan." Nowhere there did I state I wanted money back.
  
  Nowhere in my emails did I harass the business owner, as can be seen by the attached email chain between us. The business owner straight up lied in her response to my review saying she has video of the employee asking me if I want to tan in a level 2 bed and me saying yes. I've asked the business owner to provide video multiple times, but she has not. I even stated I'd delete my bad review if she could prove I said that, and she hasn't. 
  
  Part of the overall issue as well is how they handled my wife's account. She was supposed to have been given 24% off the purchase price the day she came in to buy a 10-pack (Packers deal). The employee did not give her the discount and before my wife left she asked the employee about it. The ** said she'd contact the business owner. It took almost two weeks of my wife persistently asking them to fix the issue before she was issued a refund. But... the refund was not the full amount of the 24% off she should have been given, and also it was issued as a credit to her account and not back on her card. That was money she should not have been charged in the first place and it should've gone back to her card. Then when she wanted to actually use the credit on her account, she was told she couldn't use it for certain purchases. That credit should've been considered just that... a cash credit, and been able to be used on anything. Ultimately, I'm at the point now where the only resolution to the continued issue is for the business owner to also refund the credit on my wife's account and refund the value of her remaining tans. Until that is taken care of, I won't consider this issue resolved. 
  
   
  Regards,
  
  *******************

  Business Response

  Date: 11/13/2023

  ****'s wife said she was fine with an in-store account money credit.  It's as good as cash on her account.  If she wants to personally contact me and have it refunded to her card instead - I'll happily do that.  I can either be reached at my Germantown location ************ most weekdays til 3 or an email *******************************  **** is not authorized on her account and I need her to contact me if she prefers something different.  I'm more than happy to make sure she gets the sale price difference she requested returned to her card if she prefers that.  As for his account... we had it settled with the free tans.  He chose to continue making an issue and send more emails about it.  Whether it was my calculation or 2 different ones of his - the total difference was under $10.60.  The 3 free tans were a better option and we agreed on that until he for some reason wanted to start the discussion again.  Either way the total difference was less than one Level 4 tan and I was giving him 3 free tans to make up for the wrong level he was put in.  I did as he asked and gave him a refund of his package plus he got the 3 tans he used in the wrong level for free.  As far as I'm concerned I've done all I can to resolve this.  Thank you.   

  Customer Answer

  Date: 11/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have reached out to the business owner to get a refund of the credit and unused tans in my wife's account since the business owner does not want us to return.
  
  Regards,
  
  *******************