Complaints

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

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• 

  Palm Beach Tan, Inc

  6321 Campus Circle Dr E Irving, TX 75063-2712

• 

  Palm Beach Tan, Inc

  5824 Kingstowne Ctr STE 110 Alexandria, VA 22315-5704

• 

  Palm Beach Tan, Inc

  6300 Kingery Hwy Willowbrook, IL 60527-2248

• 

  Palm Beach Tan, Inc

  5653 W Touhy Ave Niles, IL 60714-4019

• 

  Palm Beach Tan, Inc

  3690E King St Alexandria, VA 22302-1921

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:03/28/2025

  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.

  I have been a Diamond member with this place for a few years, I am leaving the country for a vacation today and decided to go to the salon and request a freeze on my account on the 26th. Mind you, the billing section on my app states that the bill due date is on the 1st of each month, my bank also confirmed that the salon charges my account on the 1st. Nowhere is it stated that the bill goes through on the 25th. When i requested a freeze as I wont be able to use their services in April, they stated theyre unable to because they already charged my account for April a day earlier on the 25th. I advised that surely something can be done as a one time courtesy especially that it isnt stated anywhere that billing happens on the 25th but they wouldnt work with me. I was going to freeze my account but now Im just going to cancel and NEVER spend a dime here again. I guess a months membership fee is more important than keeping a long time customer!

  Business Response

  Date: 04/15/2025

  Hi ****,

  The Monthly billing is on the 1st of the month for all members, the cutoff date to complete your request in store or submitted through our website is the 25th of the month.  The information was provided upfront to you when signing up for this membership. On the App is is stated, that the billing due date is the 1st of each month, and the cutoff date is the 25th.   We can place an IN store credit  of $99.17 ($107.05 - $7.88) on your profile for the April billing.  Then when you return back you can use the IN store credit towards unfreezing the membership, or towards Retail products, or upgrades.  A refund would not be something we would be able to complete at this time.  

  The Stay & Save Program bills your account $7.50 per month plus applicable taxes, this program locks you into your membership and pricing.  The $7.50 will be credited to your store account as Tan Dollars, which can be used for anything in the store excluding electronic ******** (auto draft.)  The monthly fee is non-refundable and will expire 12 months after the date on which you either cancel or reinstate your account.  

   

• Initial Complaint

  Date:03/06/2025

  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 came in for my first spray tan today (March 6, 2025) based on a free trial on your website and ended up agreeing to a year paid in full before my first session. I used all of the protective equipment including the nostril plugs during my session. It has been six hours since my spray tan, and I have had a severe headache from the chemicals all day. Due to the side effects of the spray tan, I would like to request a refund for the membership commitment and to instead just pay for today's session, which the company has refused. Also, I am not able to use sunbeds per my dermatologist doctor.

  Business Response

  Date: 04/15/2025

  Hi ******,

  I am very sorry to hear about your experience and your results.  Our records show that on March 6, 2025 you purchased a paid in full year Sunless membership for $504.95 and we issued a refund back to your **** 4147 xxxx xxxx 1252 on March 7, 2025.  *attached is the confirmation 

  Thank you,

  Palm Beach Tan 

• Initial Complaint

  Date:03/06/2025

  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.

  My $5000 engagement ring was stolen at Palm Beach Tanning Salon. The evening of 2/12/25 I left my engagement ring on the ledge in the booth and returned to get it and it had already been stolen. 2 customers sprayed after me so 1 of 4 people took it, 2 employees or 2 clients. But all rooms are cleaned after every person so Im inclined to believe it was an employee. This has been a traumatic experience, I was hysterically crying in the salon but management lacked empathy and basically told me I signed a waiver. I filed a police report. I am requesting compensation for value of my stolen engagement ring.

  Business Response

  Date: 04/15/2025

  Hi,

  We have not had any items turned into our establishment matching the description provided.  If you believe a police report is necessary, you should contact your local police department. 

  Thank you,

  Palm Beach Tan

• Initial Complaint

  Date:02/13/2025

  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.

  I Used Palm beach tan last year and had several problems with billing. I would pay and go tan and theyvwould say I didn't pay when in fact I had bank statement!Also went to another location and was treated rude and went into tan and laid naked 12 min as the bed didn't go on, I got up and got dressed and the girl said, I didn't turn bed on She was outside smoking, She then realized bed was broke but still was rude and I Called corporate and they gavevme free tans, when I went to use them I was denied again.

  Business Response

  Date: 02/26/2025

  Hi Mrs. ************ am sorry for any issues that have occurred on your account.  Looking over everything I show you signing up on our Platinum Monthly Reoccurring Membership October 13, 2023.  We are showing that you provided a MasterCard ending in 1549 on October 13, 2023.  Your first scheduled billing was on November 1, 2023, when we submitted your billing to your Financial Institution it was declined for NSF.  You came in November 8, ************************************************************************************************** 4511, we attempted to bill your December 1, 2023, January 1, 2024 and February 1, 2024 and all three months your Financial Institution declined your ******** for Closed Account.   We are showing you used our services October 2023, November 2023 and December 2023 with only you make a payment on your November 2023 dues.  Your membership terminated by our automated system on February 6, 2024 due to non-payments.   Our District Manager, ****** tried calling you on February 14, 2024 and left you a message at 4:45pm to discuss your account on the phone number on your profile ************.  I show ****** made a courtesy past due balance removal on your account.  A refund would not be approved at this time.  

  Thank you,

  Palm Beach Tan

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  I put my membership on hold during covid in 2020. Thus a monthly 8 fee is charged to keep your package level. I then canceled my membership in January 2022 in person. They continued to charge me until I emailed January 2024. The representative would not refund the charges from 2022 to 2024. I told her I am filing a report at BBB.

  Business Response

  Date: 02/26/2025

  Hi,

  We reviewed over your account and the only request that we received in from you was on March 22, 2020 requesting to place your membership on our Stay & Save Program for $7.50 plus tax a month.  We do not have any record of you coming in requesting and signing to cancel through the salon or through our online Contact Us form in January 2022.   We offered a 90 day refund to you at the end of January 2025 and it was completed and processed back to your credit card on February 10, 2025.  We will not be able to issue an additional refund.  You have $450.00 in Tan Dollars that you have earned from being frozen on our Stay & Save Program, the credit you may redeem within the ********** area salon on any of our services we offer through the salon, sunless sessions, sunbeds sessions, retail products or Wellness services.  The credit will expire on February 1, 2026.   

  The membership has been terminated as of January 9, 2025.

  Thank you,

  Palm Beach Tan

• Initial Complaint

  Date:12/13/2024

  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.

  In 2021, I had a membership to Palm Beach Tan in *******, ********. I cancelled the membership in May, 2021 when we moved out of state (military). At that time, I cancelled the membership. I just found out that Palm Beach Tan has been charging my card this entire time, over 3 and a half years later. Ive contacted Palm Beach Tan to receive a refund as no services have been rendered, and was told that I have a $300 credit to use in the store. I have no plans to use a credit for any Palm Beach Tan locations and would like to receive a $300 refund.

  Business Response

  Date: 02/26/2025

  HI *****,

  We reviewed over your account and the last request that we are showing received from you was to place the membership on our Stay & Save Program, this document was signed by you on July 1, 2021.  The Stay & Save Program bills your account $7.50 per month plus applicable taxes. The $7.50 will be credited to your store account as Tan Dollars, which can be used for anything in the store excluding electronic ******** (auto draft.)  The monthly fee is non-refundable and will expire 12 months after the date on which you either cancel or reinstate your account.  We are not showing to have received in a cancelation request for the membership.    You have earned ****** in tan dollar credit that is available to you to stop in to redeem before January 1, 2026.  The membership has been canceled.  

  Thank you,

  Palm Beach Tan 

   

• Initial Complaint

  Date:12/09/2024

  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.

  I have attempted to resolve this issue locally but the managers in the store are very kind , but have literally no power. The assistant manager **** completely understood my complaint but always had to ask her boss if she could do anything. Then never calls me back. Ive spoken with her in two separate occasions. Ive spoken with *****, an employee a couple of times and she gave me the corporate number. Ive left three messages on the corporate number - no switchboard ever answered so you cannot even get a name to confirm you spoke with someone! Im asking for the business to be fair a just. The employee resigned me in a plan I didnt agree to when she removed the freeze from my account, a plan for ***** not *****. We are talking about being charged this amount for two months. The failure for this business to give any of its onsite managers power to do anything at all with a customer AND the lack of care, concern and apathy of management is disgraceful. To completely ignore customers phone calls and not give any authority to the onsite management to resolve these issues is absolutely unacceptable. You will not survive in a small town doing business this way. I plan to tell everyone I know how lousy and apathetic the management of this company is. This could have been a very easy resolution but now its a matter of principal- youve chosen to treat customers like garbage and it will not be fruitful.

  Business Response

  Date: 12/20/2024

  Hi *******,

  I'm sorry that you have not been able to get a hold of anyone through our **************** **********************.  I reviewed over your account and our records show that on January 18, 2024 you requested to upgraded from the Sunless $49.95 membership to our Diamond $89.95, so when you make a change to your plan the old plan is null and voided, so the salon is unable to bring that old membership/$49.95 membership back.  I have issue a complimentary refund of $89.00 ($94.45 - $49.95) back to your credit card for the September and October billing difference.  You should receive the credit in 2-7 business days.  

• Initial Complaint

  Date:12/07/2024

  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.

  I've had a membership since ********* debit card changed. I went to the location near me & told the employee my card changed. She charged my new debit card, but didn't tell me it needed to be updated nor offer to update it in their system. My mom called on my behalf because they said I missed 3 payments & charged me twice in December. I've paid evey month & was told there wouldn't be a refund even though I was double charged yesterday. My mom is waiting for a call back from ******, the district manager. She spoke to the store manager at the ***** location. ****** said he agreed that this is wrong, but ****** said there wasn't a refund. I've included the monthly charges from my checking account reflecting that I paid every month. This is a business issue due to their income lack of training. I guess Palm Beach Corp wants to take advantage of 16 year olds.

  Business Response

  Date: 12/20/2024

  Hi ******,
  I apologize about that, I am seeing the duplicate payment on December 6, 2024.  I have issued $54.95 back to the **** 4610 xxxx xxxx 1886.  You should receive the credit in 2-7 business days.  

• Initial Complaint

  Date:10/04/2024

  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.

  Palm Beach Tan-Washington engages in manipulative, predatory behavior with customers. Employees lead customers to set up recurring auto-pay (recurring auto-pay is also the only option listed on its website), you cannot purchase single-use, regardless of the customer's intent, reason, or frequency of use. When customers try to cancel the auto-pay in-person, the employee is trained to tell the customer they can't cancel because the customer would lose access to the service they've already paid for for that month. The business provides no written agreement, further making it too difficult to cancel the auto-pay. Unlike ******* Palm Beach Tan continues to auto-debit the customer account even if they have not used the service or been at the location for years. I haven't used this service for over 2 years, I tried to cancel my membership in-person twice and both times a different employee rebuffed my request and wouldn't cancel my auto-pay. I've now paid $83.47 a month for 26 months since I last used the service and twice tried to cancel my membership for a service I never intended to use on an ongoing basis. Palm Beach Tan - ********** does not visibly post at its location payment or billing options so consumers have to decide which package they want based on whatever options the salesperson spews that day. It's a racket designed to oversell to & fleece consumers, and make it very difficult for the customer to cancel their auto-pay. ********************** never provided written confirmation when they auto-debit a customer's account, nor notice that a recurring debit has been set up, nor a viable way to cancel. I seek a refund of $2,170.22, the total amount that's been auto-paid from my account for the last 26 consecutive months ($83.47 per month debited every month). The last time I used the service was on Aug 27, 2022, and the last time I went in-person only for the purpose of trying unsuccessfully to cancel & didn't even use the service was Sept 2022.

• Initial Complaint

  Date:10/01/2024

  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.

  All the customer service numbers are fake. The employee gave me a number and you just have to leave a voicemail and hope they call you back. Spoiler they won't. The email they say you can use does not exist. Getting a refund is nearly impossible. **************** is impossible to reach outside of going to the store and they can't give you a refund there. This a very predatory company who makes it very difficult to cancel memberships.