At the Beach Tanning, Inc.

Initial Business Response /* (1000, 9, 2015/06/10) */
June 8, 2015
Revdex.com
1020 Cherokee Street
Denver, CO XXXXX
RE: [redacted] #XXXXXXXX
I have received the letter of complaint from [redacted]. I have reviewed Ms. [redacted]'s complaint, her billing history and the notes...

in her account for the contract that was signed on August 31, 2010. 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 moved out of state and provided proof of move to At The Beach representatives. Ms. [redacted] is asking that the debt be removed from her credit.
I have provided a copy of the contract as the Revdex.com requested. I have also included the full file of At The Beach's previous Revdex.com response from November 2012. In her original dispute, Ms. [redacted] stated that she was only willing to send in one proof of move. At The Beach responded with our policy for relocation cancellation and it is also stated in her contract that a copy of the lease and utility bill, along with $75.00 was required. Ms. [redacted] was advised that three total proofs were required if she could not send her utility bill and lease in her name.
After reviewing Ms. [redacted]'s account in detail, I was able to verify that even after our response; Ms. [redacted] chose not to send the required documents or the required $75.00 relocation cancellation fee. Ms. [redacted] finally sent an email to At The Beach in April of 2014 with an attached rental agreement. Relocation cancellations are done through US Mail and again require a fee to complete the process. By April of 2014, Ms. [redacted]'s account was already in collections and an email response was sent to Ms. [redacted] confirming her collections account.
Now Ms. [redacted] is claiming that she provided the proper documents and this should not be on her credit. No, Ms. [redacted] did not follow the policy. The debt reflecting on her credit report is not in error.
At The Beach cleared Ms. [redacted]'s balance on March 30, 2015 in the interest of customer service. Ms. [redacted] may file a dispute on Transunion.com to remove the debt from her credit. Once, At The Beach receives the dispute from TransUnion, we will accept the dispute and confirm to remove it from her credit report. The debt may have already been removed. At The Beach hopes this matter has been resolved to Ms. [redacted]'s satisfaction.
Sincerely,
[redacted]
Client Service Manager
At The Beach, Inc.
Initial Consumer Rebuttal /* (2000, 12, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
this is the resolution I requested. thank you.

January 9, 2016   Revdex.com 1020 Cherokee Street Denver, CO 80204   RE:      [redacted]        [redacted]   I have received and reviewed the letter of complaint from [redacted].  I have reviewed [redacted]s complaint, and the notes in her account for the contract that was signed on August 7, 2015. I am sorry that [redacted] was not happy with her experience as a member of At The Beach.   In her complaint, [redacted] stated that she and her fiancé were treated unprofessionally in store by a manager.  [redacted] stated that the manager asked for eye wear and would not allow [redacted] to be in her fiancés room to help with lotion.  [redacted] is asking that the manager be moved to another location or waive both $150 cancellation fees.    It is At The Beach’s policy that eye wear must be asked for and shown each and every time any tanner comes in to tan.  Each store employee should ask every customer to see their eye wear even if they recognize the customer.  It is also At The Beach policy that only one person can be in a room at one time, without exception.  We are sorry to hear that the delivery of our policy was handled in a manner that was not acceptable to [redacted].    After reviewing the usage history in both [redacted]s account and her fiancé Mr. Harroun, I was able to verify that both guests have used the facility each month that has been charged to date.    In the interest of customer service, At The Beach will allow [redacted] and her fiancé, [redacted] to cancel at this time without a fee or being charged moving forward if they still would like to cancel their contracts.  Should [redacted] and or Mr. Harroun choose to stay and not cancel at this time, then both accounts will be noted that all store employees will ask to verify eye wear each time they come in to tan and that they are both aware that only one person will be allowed in the room at a time moving forward.  As of currently both accounts have not been cancelled yet, until I receive confirmation from [redacted] whether or not she and her fiancé wish to keep their memberships.  We apologize for the inconvenience this has caused but we appreciate the opportunity to make it right.      Sincerely,       [redacted] Client Service Manager At The Beach, Inc.

From: [redacted]
Sent: Wednesday, November 25, 2015 2:05 PM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted]
[redacted]
Hello,
I tried to call a different location to help get ahold of corporate...

and they were unhelpful and brushed us off. I felt like they don't care about how their customers are treated and wont go out of their way to help. She told me to go to another location, which I told her all the others are very out of the way for us.
Thank you for helping with this very stressful situation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Unacceptable and clearly your organization did not review the audio and video from the date and time of purchase, as I stated in the prior correspondence.   And your poor business practices of refusing to meet with customer's. 
Sincerely,x
[redacted]

RE: [redacted]   #[redacted]   I have reviewed the letter of complaint from [redacted]. I have reviewed Mr. [redacted]’s complaint and account history. I apologize that he is unhappy with his experience with At The Beach.   In his complaint, Mr. [redacted] stated that he...

was told that the agreement commitment would be for two months and that billing would automatically stop after that. Mr. [redacted] stated that he called Corporate to ask for copies of his signed agreement, but was told that a court order would be required to obtain a copy of the agreement.   I have reviewed the audio/video footage from the store the day Mr. [redacted] signed for his account. In the audio it was explained to Mr. [redacted] that his account would draft one time and then he would be able to cancel, change, or freeze his agreement for up to twelve months. I attempted to relay this information to Mr. [redacted], but he almost immediately cut me off, and stated that he would be getting a lawyer involved. At that time, I attempted to offer Mr. [redacted] a refund in the amount of $472.80, due to non-usage of the account, as we do have the video/audio of the agreement being explained correctly and signed, and At The Beach does not provide refunds on services. Mr. [redacted] stated to me that this was not satisfactory, and he wanted a copy of the footage, which I did state that he would need a court order for, but he did not ask me for the copy of his agreement at that time. Mr. [redacted] did not give me an opportunity to explain my reason for the offer, or an opportunity to negotiate the offer prior to stating he would be getting a lawyer and the Revdex.com involved. Due to Mr. [redacted] stating that he is involving a lawyer, I advised that I no longer could speak to him regarding the account, and that his lawyer would need to send all correspondence to the Corporate Office. Mr. [redacted] went into the store location to inquire about his agreement, and the associate called into the Corporate Office Help Desk. Our help desk representative advised our staff present at the store that we need time to pull the documents since they are now filed away. The address to the office was given to Mr. [redacted] in the store location for any correspondence from his lawyer to be sent.   Currently, At The Beach’s offer of a refund in the amount of $472.80 still stands, and four months of tanning credit for the remaining unused time, even though At The Beach’s policy is that we do not refund or credit back unused services.   Sincerely, [redacted] Client Service Manager At The Beach, Inc.

Complaint: [redacted]
I am rejecting this response because the refund has not been processed yet. I've just checked my credit card statement. I was never provided any timeframe on...

when I can expect the refund. Based on the company's lack of action and good faith in dealing with my situation, I don't believe the refund will be processed any time soon.
Sincerely,
[redacted]

I have reviewed the letter of complaint from [redacted]. I have reviewed [redacted]’s complaint and account history. I apologize that she is unhappy with her experience with At The Beach.   In her complaint, [redacted] stated that she was told that she was only signing up for one month of...

tanning, with one automatic draft from her bank account, and was told that she would have the ability to cancel her membership before the June payment was due.   I have reviewed [redacted]’s account, and At The Beach does not offer any one month memberships. It is stated on page one of [redacted]’s agreement that there is a required draft that must be automatically drafted before the agreement can be cancelled. Page one also states that this first auto payment date would be 6/23/17. [redacted] even stated in her complaint that she was told that she would need an automatic draft from her account before she would be able to cancel. The payment made in store is not an automatic draft and therefore does not count as the required draft per the terms and conditions. This is why we make sure to state that the first payment date would have been 6/23.   In the interest of customer service, we have refunded [redacted] for the 6/23 payment. This refund was processed on 6/28, and should have posted within 5 business days of that day. We ask that in the future she keep in mind that all month to month agreements require at least a 2 month minimum commitment before they are eligible to be cancelled.   Sincerely, [redacted]
[redacted]
[redacted]

January 24, 2018 Revdex.com 3801 E Florida Ave., Ste. 350 Denver, CO 80210   RE: [redacted]           #[redacted]   I have reviewed the letter of complaint from [redacted]. I have reviewed Ms. [redacted]’s complaint,...

account history, and written agreement. I apologize that he is unhappy with his experience with At The Beach.   In her complaint, Ms. [redacted] stated that she cancelled the account verbally on 1/9/17. Ms. [redacted] also stated that customer service stated to her that they “did not care” about the cancellation or complaint.   I have reviewed the notes on the account, read over the signed agreement, and reviewed the recorded phone call from 1/18/18. Ms. [redacted] signed up on 9/14/16, therefore, per her agreement, she would have been unable to cancel on 1/9/17 without paying a cancellation fee as her 12 payment term agreement had not yet been fulfilled. This was advised to Ms. [redacted] on 1/18/18 in her phone call with Charlotte in Customer Service. Charlotte stated that we would be able to cancel the account moving forward, but also per the signed agreement it is required that all changes to the account be made at least 5 days prior to the draft date. Ms. [redacted]’s draft dates were scheduled for the 11th of each month so if she came in to cancel on 1/9/17 then the store would have been unable to even process a cancel on that date as it was not far enough in advance to make any changes to the account. There was no contact with Customer Service until 1/16/18. We have done everything on our end necessary to stop the drafts on the account since the guest first contact with the guest when the first voice mail was left on 1/16/18. At no point in the recorded phone call with Charlotte did Charlotte state that she “did not care”. Charlotte advised of what was in the signed agreement and why were unable to provide a refund due to policies put in place.   At this time, At The Beach is happy to give any months that were not used as tanning time to use in the future. I understand that Ms. [redacted] does not live within the area, so this time will never expire. Ms. [redacted] will either be able to utilize this time in the future whenever she wishes, or we can note that she can gift this time to any other guest that she chooses.   Sincerely, Alexis T[redacted] Client Service Manager At The Beach, Inc.

Initial Business Response /* (1000, 10, 2015/08/18) */
August 18, 2015
Revdex.com
1020 Cherokee Street
Denver, CO XXXXX
RE: [redacted] #XXXXXXXX
I have received the letter of complaint from [redacted]. I have reviewed Ms. [redacted]'s complaint, her billing...

history and the notes in her account for the agreement that was signed on May 10, 2014. 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 tried to cancel her membership in June but was told that she could not cancel due to a balance on her account. Ms. [redacted] stated that the store employee would send an email and get back to her when it was resolved. Ms. [redacted] stated that she never received a call back. Ms. [redacted] is asking that she be refunded for two months at a total of $87.90.
I have reviewed Ms. [redacted]'s account in detail and I was able to verify that Ms. [redacted] had a balance of $68.95 in March that was removed in the interest of customer service on July 23, 2015. Ms. [redacted] is correct that her payments were going through just fine after that but the March balance had not been paid for. This is the reason Ms. [redacted] was not allowed to cancel. In reviewing the notes in Ms. [redacted]'s account, I was able to verify that on June 11, 2015, Ms. [redacted] called a location to cancel her membership after she was already drafted for June. The membership agreement that Ms. [redacted] signed and agreed to stated that a cancellation must be done in person by singing a cancellation form prior to the draft date. Ms. [redacted] called on her draft date to cancel.
Although Ms. [redacted] did not follow the cancellation terms and conditions written into her agreement, In the interest of customer service, At The Beach is willing to refund the July 11, 2015 draft since Ms. [redacted] did try to cancel in June. At The Beach would not be refunding for June as Ms. [redacted] called in on the day of her draft instead of prior to the draft. Ms. [redacted] will see the refund of $43.95 back on the card that was drafted within the next three business days. Ms. [redacted]'s account has already been cleared of the balance and terminated as of July 23, 2015.
At The Beach hopes this matter has been resolved to Ms. [redacted]'s satisfaction.
Sincerely,
[redacted]
Client Service Manager
At The Beach, Inc.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from At The Beach, Inc. states that the March balance was the one that was not paid for. The attachment they provided did not even show March; however, in response to this statement, first of all, the store employee did not tell me that when I first tried to cancel my membership - she told me it was a balance from the current month. I did not find that out that it was March that was the month in question until I was recently dealing with the company's management to get this issue resolved at which time I provided my bank statement to prove that in fact money was withdrawn from my bank account from At The Beach, Inc. twice in the month of March 2015; once on 3/13/2015 in the amount of $5.00 for a tax that I was unaware of, and again on 3/16/2015 for $39.55. Therefore, there is no legitimate reason why my membership should have been frozen in the first place because there was never a balance on my account. Furthermore, this was never a fault on my behalf, and my time and energy being wasted on resolving this is uncalled for. Your company could have owned up to their mistake and treated me, a paying customer, with respect and value in the first place and this could have been resolved in a timely manner. I want others to know that they should not do business with At The Beach, Inc. for fear that they will experience the same mistreatment and are very likely to be scammed out of money from an untrustworthy company.

Initial Business Response /* (1000, 8, 2015/12/14) */
Revdex.com
1020 Cherokee Street
Denver, CO XXXXX
RE: [redacted] #XXXXXXXX
I have received the letter of complaint from [redacted]. I have reviewed Ms. [redacted]'s complaint, her billing history and the cancellation...

form dated November 10, 2015 for the membership agreement that was started on May 29, 2015. 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 and continues to get charged. Ms. [redacted] stated that the employees made it sound like charging after cancellation is a common practice. Ms. [redacted] is asking to be refunded for $136.47.
I have reviewed Ms. [redacted]'s account in detail and was not able to verify a cancellation from over three months ago. Ms. [redacted] did not specify what date she signed her cancellation form which would have properly cancel her membership nor did she provide the supporting document. The cancellation form that I was able to verify on file is dated November 10, 2015. I have included a copy for your review. If Ms. [redacted] can provide a copy of her signed cancellation form dated prior, I would be happy to review it for a possible refund. If Ms. [redacted] no longer has a copy or she never signed a cancellation form in the past, then we would not be able to refund any prior charges.
In order to have stopped the drafts from occurring back in September, Ms. [redacted] would have needed to sign her cancellation form prior to her draft date on September 1, 2015.
Since Ms. [redacted] properly signed a cancellation form on November 10, 2015, she has not been charged anymore. Charging after cancellation is not a common practice with At The Beach. When a cancellation form is signed in store as required, customers are not charged. If a customer does not go into a location to cancel their membership and just does not end up combing back in to the salon at all, they will continue to be charged each month until the account is properly cancelled by signing the cancellation form.
At The Beach would be more than happy to provide the tan time for the 3 months that Ms. [redacted] is requesting a refund for. The three months of tan time, should Ms. [redacted] choose to use them, can be activated at any time in the future and would not expire. An email would need to be sent to [redacted]@atbtanning.com prior to going into the salon so that the access can be available to use. An email response will be sent back to Ms. [redacted] when the three consecutive months are ready to use.
At The Beach hopes this matter has been explained to Ms. [redacted]'s satisfaction.
Sincerely,
[redacted]
Client Service Manager
At The Beach, Inc.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed a cancellation form on July 30, 2015. the manager, Gunner, at the location in Yukon, Oklahoma has aknowledged the problem with the former employee not doing his job properly and not scanning in cancellations. I would like to be refunded in the amount of $136.47 for the charges after signing the ORIGINAL cancellation form that the company did not properly handle.

January 30, 2017 [redacted]
[redacted]
[redacted]   RE: [redacted]   [redacted]   I have reviewed the letter of complaint from [redacted]. I have reviewed [redacted]’s complaint and [redacted]’s account history account history....

I apologize that they are unhappy with their experience with At The Beach.   In his complaint, [redacted] stated that [redacted] was not informed that she would be required to sign a cancellation form at the end of the term agreement.   I have reviewed the notes on [redacted]’s account, as well as emails sent back and forth to Customer Service from [redacted] in August 2016. On 8/23/16 it was stated to [redacted] via email that due to a freeze placed on the account in December of 2015, that 11/1/16 would be the final payment towards the agreement and that the customer would be able to cancel after that. [redacted] was also advised at that time that if she wanted to cancel the agreement early that she would be required to pay the buyout amount in store. At the Beach also has a five page signed agreement that lists out the terms and conditions of the membership, as well as ATB cancel and freeze policies and procedures.   At this time, At the Beach can offer [redacted] the two months back as tanning time. These two consecutive months of tanning may be started whenever [redacted] chooses by emailing [redacted].   Sincerely, [redacted]
[redacted]
[redacted]
[redacted]

Final Consumer Response /* (2000, 15, 2015/08/18) */
I checked my recent bank activity and have discovered that At The Beach Tanning has finally refunded the unapproved charges in full. Thank you for your assistance in making this happen.

Initial Business Response /* (1000, 9, 2015/09/17) */
September 17, 2015
Revdex.com
1020 Cherokee Street
Denver, CO XXXXX
RE: [redacted] #XXXXXXXX
I have received the letter of complaint from [redacted]. I have reviewed Ms. [redacted]' complaint, her billing...

history and the emails in her account for the agreement that was signed on January 15, 2014. 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 was told her freeze would stay active until after her pregnancy even though she did not sign anything stating this would happen. Ms. [redacted] stated that she then noticed that she was charged in July and went to a location to have the issue fixed. Ms. [redacted] stated that she was told she could not cancel the account on this day as her account had been locked for lack of payment. Ms. [redacted] stated that she sent an email to the store for help and received no response. Ms. [redacted] stated that she also was charged in August and finally sent an email to the corporate office. Ms. [redacted] stated that she was offered $60 in bonus bucks, had the account unlocked but that At The Beach would not give a refund. Ms. [redacted] is asking for a refund of June, July and August.
I have reviewed Ms. [redacted]' account in detail and was able to verify that on May 13, 2014, she placed her account on a freeze n save program. The freeze n save is designed for customers who would like to keep their pricing but would not be tanning. The guest is charged $5.00 plus tax each month for up to 12 months. Ms. [redacted] signed a "change of account" form that explains the freeze terms in detail. I have included a copy of the signed form for your review. The form states "I understand that 12 months is the longest my account can stay on the freeze & save program without reactivation. If my account is on freeze & save for the full 12 months, I understand that the 13th month my account will resume drafting the full amount as scheduled. I understand that I will be issued $5 in bonus bucks for each month I am drafted while on the freeze & stay program when I reactivate my account. I understand that I will not receive the bonus bucks if I cancel". Ms. [redacted] stated that when she went into to spray tan in February, she was told her freeze would be good through her pregnancy. Unfortunately, At The Beach cannot base off of any verbal agreements and this is too stated on the documents that Ms. [redacted] signed.
After reviewing Ms. [redacted] billing history, I was able to verify that her account had been frozen for 12 months and as normal on the 13th month, on May 16, 2015, At The Beach attempted to draft the normal amount of $110.45. This payment came back declined causing a $10.00 rejection fee and bringing the balance to $120.45. I have included a copy of the billing history for your review. Since the account had not been cancelled properly as stated in the signed agreement, Ms. [redacted]' account continued to be active and draft as normal on June 16, 2015 and July 16, 2015. According to Ms. [redacted], this is when she noticed and tried to dispute the charges with At The Beach.
I have reviewed the agreement that Ms. [redacted] signed on January 15, 2014 and have included a copy for your review. The agreement does state the details of a freeze n save as well. The agreement states "I understand that I will not be refunded for services I do not utilize. I also understand I am responsible for paying my dues each month whether or not I choose to utilize the service".
In July, Ms. [redacted] had a balance on her account that she was not willing to pay therefore, she was unable to cancel and this is why she was charged again in August. When Ms. [redacted] emailed the corporate office, At The Beach offered to give her the $60 in bonus bucks even though she was still cancelling. At The Beach offered to give Ms. [redacted] the three months of tan time that she had been charged for. At The Beach also waived her account balance from May so that she could be allowed to cancel properly in store. As we do have all of the appropriate documentation on file, At The Beach was not able to refund Ms. [redacted] the three months she was requesting. I have included a copy of the email chain from Ms. [redacted] with the corporate office for your review of what had been offered in the interest of customer service. By the end of the emails, Ms. [redacted] stated that she feels she should at least receive a refund for August and then went on to state that she filed a dispute with her bank and with the Revdex.com.
I have verified that Ms. [redacted] did in fact initiate a charge back with her bank and has been refunded for the August draft already. At The Beach will not issue any additional refund but we will not fight the charge back for August either. If we receive additional charge backs, then we will dispute them. At The Beach cleared Ms. [redacted]' balance that was in fact owed and we will still honor the two months of tan time whether Ms. [redacted] chooses to utilize them or not. At The Beach appreciates Ms. [redacted]' time, her account has since been cancelled, will not be charged again and we apologize for the inconvenience.
Sincerely,
[redacted]
Client Service Manager
At The Beach, Inc.
Initial Consumer Rebuttal /* (2000, 11, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will only accept the offer of two months of tan time as a reasonable response if I do not have to sign another contract. If the customer service especially on the corporate level was more helpful and not so condescending we could have reached an agreement without involving the Revdex.com and my credit card company. I find the fact that I have had to invest my time in complaints in order to get a response or offer deplorable and I will not recommend At the Beach to anyone because of this.

Initial Business Response /* (1000, 10, 2015/07/20) */

(The consumer indicated he/she DID NOT accept the response from the business.)
I would accept this response IF the "At The Beach" website didn't contain intentionally misleading information - which I relied on as I do not recall RECEIVING a copy of the contract - which was then confirmed by the [redacted] employee when I asked about billing. If, in fact, this is the cancellation policy, why does the "At The Beach" website fail to include that information or even specify that there may be additional requirements to cancel? Also, why, then, when I entered the [redacted] and specifically asked if I was being billed for an additional month was I told "no"? It is dishonest and misleading to post such a simplified statement on the website and may actually rise to the level of being illegal (false advertising); regardless it is absolutely unethical. Therefor, yes, I do believe I am entitled to a refund for the extra month charged but not utilized. ([redacted]t.docx)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]