Initial Business Response /* (1000, 8, 2015/10/10) */
October 9, 2015
Dear [redacted],
I am in receipt of your letter dated Oct. 5, 2015, regarding [redacted]’s complaint.
Yes, I made an unfortunate mistake on an email that I sent to 3,945 past and present clients.
Yes, [redacted] complained about...
the error on our Facebook page.
"[redacted] — 1 star This place is a pathetic excuse.. Every time I've gone there for a spray tan the machine was down, and
when I bought a package I was told I was automatically entered into the monthly vacation drawings after so many swipes on
the little belly thing.. I did all that and got an email saying congratulations [redacted], you won a deluxe vacation.. Sounded so legit I
actually went there to see and of course it was a lie.. Hate this place cost too much, never go there again, in fact I'll be lodging
a complaint with the Revdex.com for the email."
Yes, I apologized by using the same medium that she used.
Altima Tan –
Dear [redacted],
Let me first start out by saying that I would have personally called you about this, but our client database does not show a
“[redacted]â€. Therefore I have no contact information on you. I assume that you are a legitimate client and that you must be
tanning under a different last name in our system. Regardless, I do want to say publicly that I am very sorry that this
promotional email has led to this misunderstanding. After re-reading the email from your point of view, I can see how you
came to your conclusion. Let me assure you that it was not my intention to mislead you. Rather, it was an attempt to protect
our winner’s privacy by only using her first name. I can see now that I should have used the first initial of her last name for
clarification. It should be noted however, that I did include a photo of the winner as shown in the attached picture. But, I can
upstand how in the excitement at the prospect of winning you may have overlooked that. Again, I am very sorry for the
misunderstanding and if you would call the salon at [redacted] and leave your number, I’d be happy to contact you
personally.
Sincerely,
Tim F., owner
Yes, she acknowledged my response and wrote the following:
"[redacted] - You will excuse my disdain.. The picture, could have easily been an employee or owner for all I knew presenting
the prize, and no last name does lead a person to think they are waiting for the winner to come forward before releasing such
without permission. This apology is all fine but in no way changes my feelings with regard to your establishment. I have been
to your establishment many times for the mystic tan and it was not functional. MANY TIMES. Was led to believe my package
entered me into your drawings. Which of course was misleading. My name is under [redacted]. I did not overlook the
picture sir, I assumed a real picture would be taken. It could also be noted that this could be someone holding up the prize to
be presented."
Yes, her comments were noted by other people on our Facebook page. Even a person that felt
compelled to comment on [redacted]’s post using a fake profile.
"[redacted] — 1 star I agree with [redacted] . This place is a joke. I had problems with the tanning and my sister had problems with
tanning AND the spray tan stuff. MORE than once! The vaca gettaway stuff is a lie and a scam. we looked into it. Its NOT FREE. just another ploy"
Yes, I sent out a corrected email to the identical email list the very same day that she notified
me of the error.
Yes, I am human.
Thus, I would like to communicate the following to her:
[redacted], in the eight years that Altima Tan has been in business and the thousands of
customers that we have served, I can truthfully say that we have had only a handful of
complaints. With few exceptions, we get outstanding comments from our customers and
positive reviews on our Facebook page. We have consistently ranked in the top three
“Best Tanning Salons†in the Akron-Canton area, with three of those years achieving the
number one spot. As such, we are blessed with a very high ratio of returned clients.
I am extremely sorry for my error and would hope that you would understand that it was
not meant to be misleading.
Thank you [redacted], I appreciate you bringing this matter to my attention.
Sincerely,
Tim F.
President
Altima Tan Corp.
Initial Business Response /* (1000, 8, 2015/10/10) */
October 9, 2015
Dear [redacted],
I am in receipt of your letter dated Oct. 5, 2015, regarding [redacted]’s complaint.
Yes, I made an unfortunate mistake on an email that I sent to 3,945 past and present clients.
Yes, [redacted] complained about...
the error on our Facebook page.
"[redacted] — 1 star This place is a pathetic excuse.. Every time I've gone there for a spray tan the machine was down, and
when I bought a package I was told I was automatically entered into the monthly vacation drawings after so many swipes on
the little belly thing.. I did all that and got an email saying congratulations [redacted], you won a deluxe vacation.. Sounded so legit I
actually went there to see and of course it was a lie.. Hate this place cost too much, never go there again, in fact I'll be lodging
a complaint with the Revdex.com for the email."
Yes, I apologized by using the same medium that she used.
Altima Tan –
Dear [redacted],
Let me first start out by saying that I would have personally called you about this, but our client database does not show a
“[redacted]â€. Therefore I have no contact information on you. I assume that you are a legitimate client and that you must be
tanning under a different last name in our system. Regardless, I do want to say publicly that I am very sorry that this
promotional email has led to this misunderstanding. After re-reading the email from your point of view, I can see how you
came to your conclusion. Let me assure you that it was not my intention to mislead you. Rather, it was an attempt to protect
our winner’s privacy by only using her first name. I can see now that I should have used the first initial of her last name for
clarification. It should be noted however, that I did include a photo of the winner as shown in the attached picture. But, I can
upstand how in the excitement at the prospect of winning you may have overlooked that. Again, I am very sorry for the
misunderstanding and if you would call the salon at [redacted] and leave your number, I’d be happy to contact you
personally.
Sincerely,
Tim F., owner
Yes, she acknowledged my response and wrote the following:
"[redacted] - You will excuse my disdain.. The picture, could have easily been an employee or owner for all I knew presenting
the prize, and no last name does lead a person to think they are waiting for the winner to come forward before releasing such
without permission. This apology is all fine but in no way changes my feelings with regard to your establishment. I have been
to your establishment many times for the mystic tan and it was not functional. MANY TIMES. Was led to believe my package
entered me into your drawings. Which of course was misleading. My name is under [redacted]. I did not overlook the
picture sir, I assumed a real picture would be taken. It could also be noted that this could be someone holding up the prize to
be presented."
Yes, her comments were noted by other people on our Facebook page. Even a person that felt
compelled to comment on [redacted]’s post using a fake profile.
"[redacted] — 1 star I agree with [redacted] . This place is a joke. I had problems with the tanning and my sister had problems with
tanning AND the spray tan stuff. MORE than once! The vaca gettaway stuff is a lie and a scam. we looked into it. Its NOT FREE. just another ploy"
Yes, I sent out a corrected email to the identical email list the very same day that she notified
me of the error.
Yes, I am human.
Thus, I would like to communicate the following to her:
[redacted], in the eight years that Altima Tan has been in business and the thousands of
customers that we have served, I can truthfully say that we have had only a handful of
complaints. With few exceptions, we get outstanding comments from our customers and
positive reviews on our Facebook page. We have consistently ranked in the top three
“Best Tanning Salons†in the Akron-Canton area, with three of those years achieving the
number one spot. As such, we are blessed with a very high ratio of returned clients.
I am extremely sorry for my error and would hope that you would understand that it was
not meant to be misleading.
Thank you [redacted], I appreciate you bringing this matter to my attention.
Sincerely,
Tim F.
President
Altima Tan Corp.