At The Beach Tanning

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

I have reviewed the letter of complaint from [redacted] I have reviewed [redacted] ’s complaint and account historyI 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 membershipsIt 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 cancelledPage one also states that this first auto payment date would be 6/23/ [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 cancelThe payment made in store is not an automatic draft and therefore does not count as the required draft per the terms and conditionsThis is why we make sure to state that the first payment date would have been 6/ In the interest of customer service, we have refunded [redacted] for the 6/paymentThis refund was processed on 6/28, and should have posted within business days of that dayWe ask that in the future she keep in mind that all month to month agreements require at least a month minimum commitment before they are eligible to be cancelled Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/12/14) */ Revdex.com Cherokee Street Denver, CO XXXXX RE: [redacted] #XXXXXXXX I have received the letter of complaint from [redacted] ***I have reviewed Ms***'s complaint, her billing history and the cancellation form dated November 10, for the membership agreement that was started on May 29, 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 chargedMs [redacted] stated that the employees made it sound like charging after cancellation is a common practiceMs [redacted] is asking to be refunded for $ I have reviewed Ms***'s account in detail and was not able to verify a cancellation from over three months agoMs [redacted] did not specify what date she signed her cancellation form which would have properly cancel her membership nor did she provide the supporting documentThe cancellation form that I was able to verify on file is dated November 10, I have included a copy for your reviewIf Ms [redacted] can provide a copy of her signed cancellation form dated prior, I would be happy to review it for a possible refundIf 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, Since Ms [redacted] properly signed a cancellation form on November 10, 2015, she has not been charged anymoreCharging after cancellation is not a common practice with At The BeachWhen a cancellation form is signed in store as required, customers are not chargedIf 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 months that Ms [redacted] is requesting a refund forThe three months of tan time, should Ms [redacted] choose to use them, can be activated at any time in the future and would not expireAn email would need to be sent to [redacted] @atbtanning.com prior to going into the salon so that the access can be available to useAn 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***'s satisfaction Sincerely, [redacted] Client Service Manager At The Beach, Inc Initial Consumer Rebuttal / [redacted] (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, 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 cancellationsI would like to be refunded in the amount of $for the charges after signing the ORIGINAL cancellation form that the company did not properly handle

RE: [redacted] # [redacted] I have reviewed the letter of complaint from [redacted] I have reviewed Mr [redacted] ’s complaint and account historyI 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 thatMr [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 accountIn 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 monthsI attempted to relay this information to Mr [redacted] , but he almost immediately cut me off, and stated that he would be getting a lawyer involvedAt 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 servicesMr [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 timeMr [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 involvedDue 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 OfficeMr [redacted] went into the store location to inquire about his agreement, and the associate called into the Corporate Office Help DeskOur help desk representative advised our staff present at the store that we need time to pull the documents since they are now filed awayThe 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 $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

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

January 9, Revdex.com Cherokee Street Denver, CO 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, 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 $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 MrHarroun, 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 MrHarroun 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

Complaint: [redacted] I am rejecting this response because the refund has not been processed yetI've just checked my credit card statementI was never provided any timeframe on when I can expect the refundBased 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]

January 30, [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 On 8/23/it was stated to [redacted] via email that due to a freeze placed on the account in December of 2015, that 11/1/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 storeAt 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 timeThese two consecutive months of tanning may be started whenever [redacted] chooses by emailing [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/06/10) */ June 8, Revdex.com Cherokee Street Denver, CO XXXXX RE: [redacted] #XXXXXXXX I have received the letter of complaint from [redacted] ***I have reviewed Ms***'s complaint, her billing history and the notes in her account for the contract that was signed on August 31, I have included a copy of the aforementioned for your reviewI 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 representativesMs [redacted] is asking that the debt be removed from her credit I have provided a copy of the contract as the Revdex.com requestedI have also included the full file of At The Beach's previous Revdex.com response from November In her original dispute, Ms [redacted] stated that she was only willing to send in one proof of moveAt 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 $was requiredMs [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***'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 $relocation cancellation feeMs [redacted] finally sent an email to At The Beach in April of with an attached rental agreementRelocation cancellations are done through US Mail and again require a fee to complete the processBy April of 2014, Ms***'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 creditNo, Ms [redacted] did not follow the policyThe debt reflecting on her credit report is not in error At The Beach cleared Ms***'s balance on March 30, in the interest of customer serviceMs [redacted] may file a dispute on Transunion.com to remove the debt from her creditOnce, At The Beach receives the dispute from TransUnion, we will accept the dispute and confirm to remove it from her credit reportThe debt may have already been removedAt The Beach hopes this matter has been resolved to Ms***'s satisfaction Sincerely, [redacted] Client Service Manager At The Beach, Inc Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) this is the resolution I requestedthank you

Tell us why hereApril 5, 2018Revdex.com E Florida Ave., Ste350Denver, CO RE: [redacted] [redacted] I have reviewed the letter of complaint from Ms [redacted] I have reviewed Ms [redacted] complaint, membership documents, and account historyI apologize that there was some miscommunication about the agreement at the time of sign upIn 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 formI have reviewed Ms [redacted] account and emails to Customer ServiceIt 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 accountMs [redacted] signed this agreement stating to us that she read, understood and agreed to the terms of the purchased agreementWe do not have any cancels on file for Ms [redacted] accountThe 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 officesCustomer 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 standsThis 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

(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 billingIf, 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 (advertising); regardless it is absolutely unethicalTherefor, yes, I do believe I am entitled to a refund for the extra month charged but not utilized( [redacted] t.docx)

Initial Business Response / [redacted] (1000, 9, 2015/09/17) */ September 17, Revdex.com 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, I have included a copy of the aforementioned for your reviewI 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 happenMs [redacted] stated that she then noticed that she was charged in July and went to a location to have the issue fixedMs [redacted] stated that she was told she could not cancel the account on this day as her account had been locked for lack of paymentMs [redacted] stated that she sent an email to the store for help and received no responseMs [redacted] stated that she also was charged in August and finally sent an email to the corporate officeMs [redacted] stated that she was offered $in bonus bucks, had the account unlocked but that At The Beach would not give a refundMs [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 programThe freeze n save is designed for customers who would like to keep their pricing but would not be tanningThe guest is charged $plus tax each month for up to monthsMs [redacted] signed a "change of account" form that explains the freeze terms in detailI have included a copy of the signed form 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 scheduledI understand that I will be issued $in bonus bucks for each month I am drafted while on the freeze & stay program when I reactivate my accountI 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 pregnancyUnfortunately, 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 months and as on the 13th month, on May 16, 2015, At The Beach attempted to draft the amount of $This payment came back declined causing a $rejection fee and bringing the balance to $I have included a copy of the billing history for your reviewSince the account had not been cancelled properly as stated in the signed agreement, Ms [redacted] ' account continued to be active and draft as on June 16, and July 16, 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, and have included a copy for your reviewThe agreement does state the details of a freeze n save as wellThe agreement states "I understand that I will not be refunded for services I do not utilizeI 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 AugustWhen Ms [redacted] emailed the corporate office, At The Beach offered to give her the $in bonus bucks even though she was still cancellingAt The Beach offered to give Ms [redacted] the three months of tan time that she had been charged forAt The Beach also waived her account balance from May so that she could be allowed to cancel properly in storeAs 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 requestingI 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 serviceBy 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 alreadyAt The Beach will not issue any additional refund but we will not fight the charge back for August eitherIf we receive additional charge backs, then we will dispute themAt 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 notAt 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 / [redacted] (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 contractIf 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 companyI 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

January 16, Revdex.com Cherokee Street Denver, CO RE: [redacted] [redacted] I have received the letter of complaint from Melissa Wilcox I have reviewed MsWilcox’s complaint, her billing history and the notes in her account for the contract that was signed on May 3, I have included a copy of the aforementioned for your review I am sorry that MsWilcox was not happy with her experience as a member of At The Beach In her complaint, MsWilcox stated that every time she tries to tan, something is broken or the system is not working MsWilcox stated that employees have written down her information for a call back and never received a call MsWilcox 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 MsWilcox’s experience was less than acceptable to her In the interest of customer service, we have terminated MsWilcox’s contract and cleared her delinquent balance Moving forward, If MsWilcox 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] At The Beach, Inc

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]

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]

From: [redacted] Sent: Wednesday, November 25, 2:PM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] Hello, I tried to call a different location to help get ahold of corporate and they were unhelpful and brushed us offI felt like they don't care about how their customers are treated and wont go out of their way to helpShe 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]

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]

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 myselfHowever, the issue here lies is that I never saw the terms to which I was signing my name toThere was no paper document that I seenThe employee simply told me I would have to wear protective eye wear, I would have to use the correct lotion and the tanning bed informationATB has no proof I read off the page contract they sent overIn fact 98% of what is in that contract, I was not readThere employees don't have the time to receit that contract word for word, and I doubt they could memorize it allSo in my opinion what they're saying is 'we rely heavily on our employees to read the contract'This did not happenThe employee was new and assured me several times my account would not auto debitIts bad business for a company to argue with a customerThe ATP lack of professional in their employees should not be at my expenseThere is no proof what so ever that I was read the full terms and/or seen themThis process going forward should probably be changed so this doesn't happen to anyone elseI'm simply asking for my refundI do not wish to tan or doing any kind of business with ATP after thisOffering for me to use my tanning after they have taken my money is requiredIf not, by Colorado state law, it would be considered fraud to take payment for services that aren't providedWhich I encourage your business to read https://www.cocfe.org/what-is-fraud.htmPlease issue a refund as I do not wish to use the services Sincerely, Lonna [redacted]