Complaint Review: Palm Beach Tan

 I've been going to this location for over a year. While the prices are good the service is awful. And when you complain they don't care. I travel a lot and was told there is not a contract so I signed up. But that's a lie, it's a contract. When I travel it's outside the country and they don't have a Palm Beach Tan in the Middle East. So serveral times I've had issues with asking them to put my non-contract account on hold. This is where things get confusing. They tell you all changes have to be made by the 25th of the month, but I've received several misleadings on how to put the membership on hold. So of course I'm the one who pays in the end for the misleadings. I also received a free spray tan and was told it had

expired after a week. When I told the girl I had an email saying I had 30 days to use it she waved me off and started talking to someone behind me. The last time this happened was the worst. I was gone from December 4th until February. I ask to have my membership put on hold on October 11th, starting in December. The new girl asked me to put my pin in about 4-5 times. I asked if that was all she needed from me and she said yes. The next time I went in the girl at the desk said they needed my pin again because the new girl didn't do something right. They also claim to have a "Stay and Save" plan. Where you can put the memebership on hold and still tan for a smaller fee. I had a credit of over $20 on my

account. So on December 2nd I went into tan and asked the new girl to use my tan dollars. I entered my pin tanned and left the country. I get anywhere from 600-1,000 emails a day. So it wasn't until January that I saw an email saying my card was declined for payment. When I leave the country only automatic payments are accepted on that card and they don't run your card as an automatic payment. I called the location I normally go to and the girl who answered asked me to call back. So I called the corporate office to find out what happened and why I had a bill of $180. The girl I spoke with was Kate or Katie. When I was explaining to her that I asked for my membership to be put on hold she interrupted me

and said that wasn't true. I begged to differ. And she said I tanned in December so I had to pay for December. When I asked her what happened to the credit on my account she said she didn't know and could see the credit. So I tried to explain again that this isn't my fault. I was told multiple misleadings about placing the membership on hold. For example; you can now go online (but nobody could tell me where on the website to look), now it's all electronic (hence the 4-5+ times I entered my pin). As I'm explaining that I spacifically said to the girl at the desk "I want to just do the stay and save and not activate my account, and I want to use my credit" and that if the account was never placed on hold than

why didn't she mention it? And where did the credit go? Kate than interrupts me again and says "if you'd be quiet I could straighten you out". Those were her exact words! I was calm up until that point and had even told her I didn't want issues but that it's unfair that the customer is paying for the mistakes of the employee. She then told me she couldn't reverse any of the charges and that she wanted my mothers information too. My mother had the same issue but they refunded her 100%. I told her that I wouldn't give out my mothers information and that I wasn't sure that was legal. She was extremely rude and incinerated I was lying and just simply didn't have the money in my account to pay. It got to the point

that I asked why she was being so rude and informed her that all of my conversations are automatically recorded and that I wanted to speak to a manager. I was then placed on hold for 15 min when I decided to hang up and call back to speak to someone else. However every time I called I was sent to a general voicemail. So I called the location my mother goes too. They appologized for Kate's (Katie's) behavior and reveresed some of the charges. I still had to pay $90. And the credit that went missing had expired on December 12th and it showed it on the same screen Kate had been looking on. Last week, on February 27th my mom and I met there (per usual) and the "new girl" who name is Helen

informs my mom that she has a $30 credit and needed to use it. She was being very pushy and my mom told her she didn't want a sunless tanner that was $65. When she has a ton from other high end stores. She my sweet mother said for me to grab something. Helen wouldn't stop suggesting product. I literally couldn't even think about it before to started talking about a different product. She always like this. If you pick up a candle she starts going off about them. Like a used car salesmen. Now, today is March 6th. My mother and I met as usual (why do I punish myself?) and Helen was there. I asked her which bed I had used that was a shorter time because I burned a little and my usual bed was occupied. She

tells me all the beds on my membership were in use and that I should upgrade because I had a credit (here we go) so I took an upgraded bed. As I'm putting my card away she tells my mom that all the level 2 beds were taken and that she should upgrade to a level 3 bed. I turned and said "wait, I'm a level 3 and you just had me upgrade for $10 saying all of the level 3 beds were taken." She stared at me for a second and said "no, you asked for a bed with a shorter time that's why I had you upgrade"... my mom looked at her and said "no, you just told her they were all taken." She apologized and then asked my mom for her card for the upgrade charge and refused to even look at me. I just want to tan without

problems. But lying to my face?! Frustrated I just tanned anyway. But the kicker here. Is that the upgrades were only suppose to be $1.00 not $10.00. She charged us both $10.00 for the upgrades. When I asked for a refund I was told no because I had already tanned even though the advertised price wasn't given to me. And come to find out, she's the new store manager. I'm going in to another location and making sure my membership is 100% dissolved.