At the Beach Tanning, Inc.

Initial Business Response /* (1000, 9, 2015/08/10) */

Complaint: ***
I am rejecting this response because: I have reviewed MsT*** notes and I have noticed she is not being truthful or does not know what is happening with customers. My wife's account is no longer being drafted or I would need a refund for that as well. As I said in my previous letter I appreciate her refund of $for this year. If she does not provide refunds why did she refund this year and why did can't she refund the money stolen from our account. If she can not cancel memberships/contracts over the phone, why did she cancel mine and my wife's. Her statements are obviously not true as she has done what she say's she cannot do except refund the rest of the money she stole from me.
Sincerely,
*** *** D.O

March 11, 2016Revdex.comE Florida AveSuite 350Denver, CO 80210RE: *** *** #***I have received the letter of complaint from *** ***I have reviewed Ms***’s complaint, and notes within the
accountI apologize that she was unhappy with her experience as a member of At The BeachIn her complaint, Ms*** stated that she was told that she would not be able to get out of the agreement due to a medical issue unless she was pregnantMs*** is asking that we allow her out of her month contract at no cost.I have reviewed Ms***’s account and I see that no attempt was made to contact corporate or customer service regarding the cancellation of the accountIt is not stated within our agreements that we will cancel for medical reasons as they are handled on a case by case basisThe employee at the store location would have only been able to confirm that we were able cancel due to pregnancyHad Ms*** contacted customer service we would have been able to provide her with instructions on how to discontinue the agreement for a medical reasonOur policy is that if you provide a note from your doctor stating that you are unable to tan due to medical reasons and mail it to the corporate office, we will cancel the agreement from the date receivedIn the interest of customer service, as of today, the account has been cancelled at no cost to Ms***.At The Beach hopes this matter has been resolved to Ms***’s satisfactionSincerely,Alexis TafoyaClient Service ManagerAt The Beach, IncTell us why here

October 26, 2016Revdex.com*** * *** *** *** ***Denver, CO 80210RE: *** *** #***I have received the letter of complaint from *** ***I have reviewed Mr***’s account and notes within the accountI apologize that he is unhappy with our emailed responses.In his
complaint, Mr*** stated that he attempted to cancel the moment of purchase because his wife signed them up at another locationMr*** also stated that he never used the salon, and was unable to review his contract until after signing.I have reviewed Mr***’s account and I see that in his initial email to *** *** he stated that he wanted a refund so that he may instead purchase single sessions to utilizeIn our emails to Mr*** we offered him the one month to utilize as, according to his email, he intended to use sessions at our facility anywayMr*** also stated in his email to *** *** that there was no need for us to refund his lotion as he was using it anywayMr*** also did in fact utilize our facility the day of 8/8/in our highest level tanning bed after signing his agreementAt the Beach is unable to refund tanning lotion once it has left our facilities, and our agreement does state that all purchases are finalPer the notes on the account, in the voice message left for Mr*** on 8/16/it was stated that we would need a certified letter sent to Corporate and that we would give him the month to tan, but would be unable to refund the account and we would not require that he make the second required payment per the terms of the agreementWe have offered to give Mr*** the one month to utilize whenever he wishes, and will keep in on hold until he decides that he wants to use it.At The Beach hopes this matter has been resolved to Mr***’s satisfaction.Sincerely,*** ***Client Service ManagerAt The Beach Tanninga***@atbtanning.com###-###-#### Toll Free

RE: Suzann *** * *** I have reviewed the letter of complaint from Suzann ***I have reviewed Ms***’s complaint, account history, and email/voice mail historyI apologize that she is unhappy with her recent experience with At The Beach. In her complaint, Ms
*** stated that she has called and emailed into Customer Service several times regarding her payment information, but has never received a response I have reviewed the notes on the account as well as our email and voice mail historyAfter reviewing our emails I see that the last time that we received an email from Ms*** in Customer Service, [email protected], was back on 4/17/that she the same day asked us to disregardWe have not received any additional emails from Ms*** since that dateAfter reviewing the notes on Ms***’s account I am showing that we did return a voice mail that she left on 9/18/regarding changing card informationA representative from our offices returned that call on 9/20/17, but the call went to voice mailThe representative, named Nicole, left a voice mail to the number provided on this date stating that the $decline fee was removed from the account, and that she may call back or go into any store to updateWe never received any additional calls after that date, but all correspondence we have received has been replied to within business hours Ms***’s account is month to month, so we have no issue cancelling the membership if that is what the customer is wanting to doOr, if Ms*** wishes to keep the account, we can clear the balance and keep the account on the “freeze” that it has been on since SeptemberIf she wishes to continue we would just need her to go to a store to update the information on her account Currently this guest’s account has been cancelledIf she wishes us to clear the balance and reinstate the account she may call our Customer Service Rep, Charlotte, directly for assistance ***. Sincerely, Alexis ***Client Service Manager At The Beach, Inc

July 25, 2016Revdex.comEFlorida Ave., Ste350Denver, Colorado 80210 RE: *** * *** #*** I have received the letter of complaint from *** ***I have reviewed Mr***’s complaint, and accountI apologize that he did
not receive the refund he was told he would receive In his complaint, Mr*** stated that Mr*** *** contacted him and asked that he not return to our location as he was making some of our staff feel uncomfortable, and was told that he would receive a refund totaling $He is currently asking for the refund of $126.95. I have reviewed Mr***’s account, and I see that the account was noted by an employee who stated that he was making comments of a sexual and inappropriate nature towards her. Several employees reported this type of behavior, so Mr*** was asked not to return as of 3/18/Mr*** spoke with District Manager, *** ***, who asked that he not returnAll fees mentioned in Mr***’s complaint are explained within the terms and conditions of all our agreementsWe do ask that you sign for a month commitment if you are interested in memberships, but we also offer single and bulk sessions for those that choose not to make that commitmentAt this time, At The Beach is refunding the $as requested. At The Beach hopes this matter has been resolved to Mr***’s satisfaction Sincerely, *** ***Client Service ManagerAt The Beach, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12503254, and find that this resolution is satisfactory to me. However, I do want to make a note that I had no voice mails from At the Beach. Please cancel my account.
Sincerely,
Suzann ***

March 26, Revdex.com E Florida Ave., SteDenver, CO RE: *** *** #*** I have reviewed the
letter of complaint from *** ***I have reviewed Mr***’s complaint and account historyI apologize that he is unhappy with his experience with At The Beach In his complaint, Mr*** stated that his wife called and cancelled in 2015, but that the account has continued to draft since I have reviewed the notes on the account from customer service on Mr***’s accountI do show that Mr***’s wife, ***, called in October of to cancel her own account, but as I stated to Mr***, when we spoke on 3/16, he would have needed to call in and cancel his own accountMrs*** could not have made that change for him without his authorization, so we would not have been able to accept her call as his cancellationPer Mr***’s agreement, all purchases are final and ATB does not issue refundsOn 3/16/18, I offered Mr*** a refund in the amount of $for the drafts that were made in the year 2018, and two years and tanning time to use at his leisure for the remaining drafts on the accountThe months that were refunded to Mr*** were given only as a courtesy and were not required for me to process Currently, At The Beach’s offer of two years of tanning time (that him and his wife could split between their accounts) still standsThe refund was sent out via hard check to the address given to me by Mr*** Sincerely, Alexis T*** Client Service Manager At The Beach, Inc

RE: *** *** #*** I have received the letter of complaint from *** ***I have reviewed Ms*** complaint, and notes within the accountI apologize that she was having trouble freezing her account
In her complaint, Ms*** stated that she went in store days before her payment was due to freeze the account and that it was not properly frozen by our store staffMs*** also stated that she has contacted corporate several time and has not received a responseMs*** is asking for a refund of the monthly dues for the month of June. I have reviewed Ms*** account and I see that a change of account form was not signed to freeze the account until 6/12/16, days after Ms*** scheduled 6/1/draft date and there was active usage on the account after the 6/draft dateA representative from Customer Service called on 6/and advised her that we are not showing any documentation on file for a freeze until 6/and that there was active usage on the accountDue to the usage and without prior proof of freeze the representative advised Ms*** that we would be unable to refund the account as stated within the terms of the month agreement and the change of account form that Ms*** signedIt is our policy to have all changes to any account done in writing so that we have record of these transactions in these types of situationsIn the interest of customer service, we are refunding $78.70, as we would have charged a $freeze fee, and start the freeze on the account from 6/1/Per the original agreement the account may only be frozen for months, so the freeze will automatically be lifted on 9/1/At The Beach hopes this matter has been resolved to Ms*** satisfaction

Initial Business Response /* (1000, 13, 2015/05/07) */
May 7,
Revdex.com
Cherokee Street
Denver, CO
RE: *** #
I have received the letter of complaint from ***I have reviewed Ms***'s complaint, her billing history and the
notes in her account for the contract that was signed on January 30, I have included a copy of the aforementioned for your reviewI am sorry that Ms*** was not happy with her experience as a member of At The Beach
In her complaint, Ms*** stated that she was not given a copy of the Change of Account form to freeze her membershipMs*** stated that she was not aware that the maximum amount of months to have her account frozen before it would start to draft again was monthsMs*** was drafted for her full monthly dues on the 13th and 14th month for March and April and has since disputed the charges causing a balance for her accountMs*** is asking that the balance be cleared since she was not provided a copy of the Change of Account form
I have reviewed Ms***'s "change of account" form that was signed on February 26, and have included a copy for your reviewThe form states: "I understand that months is the longest my account can stay on the Freeze & Save program without reactivationIf my account is on Freeze & Save for the full months, I understand that the 13th month my account will resume drafting the full amount as scheduled"I have reviewed and included a copy of Ms***'s month to month agreement which she did receive a copy of and agree toThe membership agreement states the same details for the freeze & save program and was acknowledged by Ms*** in placing her signature on the agreement on January 30,
At The Beach understands that Ms*** is stating that she was not advised of the month limit or given a copy of her formAlthough Ms*** had already acknowledged and agreed to this policy when she initially signed up for her membership, in the interest of customer service, At The Beach will clear Ms***'s balanceIt will be clearly noted for the life of Ms***'s account that in the future, we will always base off of the signed paperwork on file and will not go outside of policy in the futureMs***'s account is at a zero balance with nothing further due
At The Beach hopes this matter has been resolved to Ms***'s satisfaction
Sincerely,
Martha Lopez
Client Service Manager
At The Beach, Inc

I have reviewed the response from *** ***I apologize that Mr*** is still not happy with his experience with ATB. The membership purchased on 12/23/was paid in full, and does not have the ability to be cancelledThe account is not set on a drafting membership and everything
was already paid up front at the time of the saleIn Mr***'s original email to Customer Service, he stated that the medical condition was his mother's, not his own, and therefore would not be considered for a medical cancellation, which would also only be on a case by case basis for drafting membershipsAs previously stated in my original response, ATB definitely understands why Mr*** would not want to bed tan, which is why we are willing to compensate him even though a full refund is not warranted At The Beach's District and Regional Managers do not meet face to face with customers in regards to customer billing complaints as that is what we have Customer Service at Corporate forOur District and Regional Managers do not have the ability to authorize a full refundMr*** stated that he recently visited numerous location to get DM/RM information, but he had already escalated the situation high that the District Manager level by stating that he was creating a dispute with the Revdex.com that only Corporate has the ability to respond to. At this time since Mr*** find it difficult to deal with At the Beach, we will also offer him the option to gift the year of Sunless Diamond access to anyone he choosesAt the Beach's offer to give Mr*** a month consecutive membership in our highest level Sunless membership still standsIt may be started whenever Mr*** chooses

Tell us why hereMay 24, 2018Revdex.com E Florida Ave., Ste350Denver, CO 80210 RE: *** *** #*** I have reviewed the letter of complaint from *** ***I have reviewed Ms***’s
complaint and account historyI apologize that she is unhappy with her experience with At The Beach. In her complaint, Ms*** stated that she went in to use our $double dip coupon, and was denied switching the spray tan portion of the coupon for a bed tan. I have reviewed the promotion being offered at the time of Ms***’s complaintA “double dip” is one bed tan in any level we offer, combined with a VersaSpa spray tan in the same dayATB cannot bed tan any guest more than once in one day, so we would have been unable to replace the one spray that was included with another bed for the dayThe coupon sent out for this promotion specifically stated “Any level sunbed session plus one VersaSpa spray tan”If Ms*** is unable to use the VersaSpa, then this is not a coupon I would recommend that she useIt is very specific on what services are included in the promotion At The Beach offers monthly service and lotion promotions, as well as weekly specials that we share onlineMany of these promotions are for bed session tans that would be more beneficial for Ms*** to try to take advantage ofWe also offer half of on all upgraded bed sessions for our members every day, so Ms*** has upgraded beds given to her at discounts anyway as she is a current member. Again, I apologize that she is unhappy with the coupon restrictions, however we are sure there will be a promotion that will better accommodate her tanning needs in the future Sincerely, Alexis T***Client Service Manager At The Beach, Inc

Initial Business Response /* (1000, 8, 2015/05/29) */
May 28,
Revdex.com
Cherokee Street
Denver, CO XXXXX
RE: *** *** #XXXXXXXX
I have received the letter of complaint from *** ***I have reviewed Mr***' complaint, his billing history and the
notes in his account for the membership that was signed on March 22, I have included a copy of the aforementioned for your reviewI am sorry that Mr*** was not happy with his experience as a member of At The Beach
In his complaint, Mr*** stated that he and his wife *** *** only intended to sign up for one week but decided to purchase a one month tanning packageMr*** stated that he and his wife had an unauthorized charged for an additional month and is asking for a refund
I have reviewed the memberships that were signed on March 22, and have included a copy for your reviewThe membership that was purchased by Mrand Mrs*** was a month to month membership as Mr*** also stated he was told by the associateMonth to month meaning the membership would continue month to month and would be drafted until cancelledThe page agreement that both guests signed and agreed to state: "I understand that my account is required to draft time before it can be canceledI understand that if I cancel the month to month billing before my account has drafted the required time that I will be drafted the first draft as scheduledI understand that I may cancel the month to month portion of my membership at any time by visiting any At The Beach Tanning Superstore and filling out a cancellation form"
After reviewing the billing history and notes in the account, I was able to verify that both he and his wife have already been refunded as of April 29, Both accounts have been terminated and will not continue to billIf Mr*** or his wife is to return to At The Beach Tanning in the future, it will be noted that they are both now aware that all month to month memberships required written cancellation and will continue to correctly draft until properly cancelled
At The Beach hopes this matter has been resolved to Mr***' satisfaction
Sincerely,
*** ***
Client Service Manager
At The Beach, Inc
Initial Consumer Rebuttal /* (2000, 10, 2015/06/03) */
From: *** *** (mailto:***@gmail.com)
Sent: Wednesday, June 03, 6:AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Yes, this complaint is now resolvedThank you

Final Consumer Response /* (2000, 6, 2015/09/11) */
At the beach has contacted and reversed my contract to what it was beforeI am happy with the outcome

Complaint: [redacted]
 
I am rejecting this response because: I received an email from ATP corporate stating they 'rely heavily on the agreement I signed' when I tried to resolve this myself. However, the issue here lies is that I never saw the terms to which I was signing my name to. There was no paper document that I seen. The employee simply told me I would have to wear protective eye wear, I would have to use the correct lotion and the tanning bed information. ATB has no proof I read off the 4 page contract they sent over. In fact 98% of what is in that contract, I was not read. There employees don't have the time to receit that contract word for word, and I doubt they could memorize it all. So in my opinion what they're saying is 'we rely heavily on our employees to read the contract'. This did not happen. The employee was new and assured me several times my account would not auto debit. Its bad business for a company to argue with a customer. The ATP lack of professional in their employees should not be at my expense. There is no proof what so ever that I was read the full terms and/or seen them. This process going forward should probably be changed so this doesn't happen to anyone else. I'm simply asking for my refund. I do not wish to tan or doing any kind of business with ATP after this. Offering for me to use my tanning after they have taken my money is required. If not, by Colorado state law, it would be considered fraud to take payment for services that aren't provided. Which I encourage your business to read https://www.cocfe.org/what-is-fraud.htm. Please issue a refund as I do not wish to use the services.
Sincerely,
Lonna [redacted]

Tell us why here... April 5, 2018Revdex.com 3801 E Florida Ave., Ste. 350Denver, CO 80210 RE: [redacted]                [redacted]
 I have reviewed the letter of complaint from Ms. [redacted]. I...

have reviewed Ms. [redacted] complaint, membership documents, and account history. I apologize that there was some miscommunication about the agreement at the time of sign up. In her complaint, Ms. [redacted] stated that she was not told that she would be required to cancel the account after the second month’s auto debit, and that she is concerned that the account will not really be cancelled by corporate because there is no form. I have reviewed Ms. [redacted] account and emails to Customer Service. It is stated in Ms. [redacted] signed agreement that she understands that it is required to physically visit an ATB location to sign a change of account form in order to make any changes to the account. Ms. [redacted] signed this agreement stating to us that she read, understood and agreed to the terms of the purchased agreement. We do not have any cancels on file for Ms. [redacted] account. The agreement states that customers are required to physically visit a location to sign a form “with the exception of special cancellations handled by Corporate.” So Ms. [redacted] can be assured that the account is cancelled moving forward, and that we (corporate) were able to do so because it was handled through our offices. Customer Service offered to give the one month of services back as tanning time to use in the future.  At this time, At the Beach’s offer of one month of tanning time still stands. This time will never expire and can be activated at any time through our corporate office by calling 1(866)690-9080, or emailing [email protected].  Sincerely, Alexis [redacted]Client Service Manager At The Beach, Inc.

November 12, 2015
Revdex.com
1020 Cherokee Street
Denver, CO 80204
RE: [redacted]
I have received the letter of complaint from [redacted]. I have reviewed Ms. [redacted]'s complaint, her billing history, the cancellation form that was signed on October...

28, 2015 and the notes in her account for the membership agreement that was signed on April 28, 2015. I have included a copy of the aforementioned for your review. I am sorry that Ms. [redacted] was not happy with her experience as a member of At The Beach.
In her complaint, Ms. [redacted] stated that she cancelled her membership on September 29, 2015 and was still charged and At The Beach is refusing to refund. Ms. [redacted] also stated that she was charged three days earlier because her August draft was charged on August 31, 2015. Ms. [redacted] is asking for a refund of $43.95 for the September draft.
I have reviewed Ms. [redacted]'s account in detail and was able to verify that her draft date is the 28th of each month and Ms. [redacted] signed her cancellation form on September 28th after she had already been charged. Ms. [redacted] stated that her August draft came out on August 31st and this may be true, however, that is the date that it cleared her bank and not the date that she was charged from At The Beach. Any auto draft can take up to 3-5 days to clear a person's bank account. Ms. [redacted]'s draft date has always been the 28th of each month. I have included a copy of her billing history to reference the days At The Beach has submitted the drafts.
I have reviewed Ms. [redacted]'s signed month to month agreement and was able to verify that it was signed on April 28, 2015. It is clear that her draft date would be a month later on the same day she signed up. The agreement even shows that her next due date would be May 28, 2015. I have included a copy of Ms. [redacted]'s signed agreement for your reference. The signed agreement clearly outlines the cancellation policy and procedure. The agreement states "I may cancel my auto-draft account by filling out a cancellation form at any At The Beach location at least one business day prior to my draft date, or my account will draft again. My membership will expire 30 days after the final draft. If for any reason I fail to cancel my membership I understand that I will not be refunded for past dues paid".
I have reviewed the signed cancellation form dated September 28, 2015 with a time stamp of 3:44:50 pm. At The Beach's drafts are done each day in the early hours of the day. Ms. [redacted] cancelling her account on the same day as her draft in the late afternoon would not have stopped the charge that had already been initiated. The cancellation that Ms. [redacted] signed even states "I understand that depending on the payment schedule I am currently set up on, my account may bill again". In her complaint, Ms. [redacted] stated that she asked the girl at the [redacted] if she would be drafted again and that the girl assured her that she would not. The cancellation for also states "I understand no other verbal agreements have been made to me other than the terms stated on this form".
After reviewing all available information on Ms. [redacted]'s account, At The Beach feels that Ms. [redacted] had been made aware of the cancel policy and procedure from the time she signed her agreement to the time she cancelled. No refund is owed at this time.
Sincerely,
[redacted]
Client Service [redacted]
At The Beach, Inc.

Proof of the credit was provided in our previous response. Refunds typically take 3-5 business days to post. Please see attached proof of credit. Again, this account has already been refunded on At The Beach's end.

This customer's account was refunded for the requested amount yesterday, 8/18/16, prior to receiving this complaint.

January 16, 2016     Revdex.com 1020 Cherokee Street Denver, CO 80204   RE:      [redacted]            [redacted]   I have received the letter of complaint from Melissa Wilcox.  I have...

reviewed Ms. Wilcox’s complaint, her billing history and the notes in her account for the contract that was signed on May 3, 2015.  I have included a copy of the aforementioned for your review.  I am sorry that Ms. Wilcox was not happy with her experience as a member of At The Beach.    In her complaint, Ms. Wilcox stated that every time she tries to tan, something is broken or the system is not working.  Ms. Wilcox stated that employees have written down her information for a call back and never received a call.  Ms. Wilcox stated that she cancelled her card to stop the billing and is asking for her contract to be cancelled.    At The Beach strives to have all systems and beds working as much as possible.  We apologize that Ms. Wilcox’s experience was less than acceptable to her.  In the interest of customer service, we have terminated Ms. Wilcox’s contract and cleared her delinquent balance.  Moving forward, If Ms. Wilcox agrees to another membership or contract with At The Beach, we would not be able to extend any future courtesies other than what is written in the terms and conditions of her agreement.    At The Beach hopes this matter has been resolved to [redacted] satisfaction.     Sincerely,         [redacted]
[redacted] At The Beach, Inc.