California Sun

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because: They should allow their customers to cancel via written email response instead of threatening to send them to collections if they don't give written instruction at their corporate officeIt is clearly a more convenient option and would expedite the cancellation process

To Whom It May Concern: On May 20th, California Sun received a Revdex.com complaint fromAmy [redacted] regarding an issue with a gift card On 06/13/2011, Ms [redacted] visitedour Lincolnsalon and presented a gift card to the employeeThe associate swiped the giftcard but the system was showing there were no funds available on the gift card.Our company provides gift cards that customers may load with a monetary value;we are unable to directly add sessions to the gift card itself Since the employee wasn’t havingany luck locating the gift card, they contacted our Guest Services department immediatelyfor further assistanceThe Guest Services representative was also unable tolocate the original transaction or find a value for the gift cardTo promptlyassist the customer, the representative added one sunless session which, fromthe notes on Ms [redacted] ’s account, we can see was utilized that same dayTherepresentative also informed the employee that they would be looking into the issuefurtherOne 06/22/the Guest Servicesrepresentative informed Ms [redacted] that she was having difficulty locating theoriginal transaction, because Ms [redacted] did not know the date of the original purchaseand indicated that they paid cash and were not provided a receiptAs a measureof good faith, the representative directly credited Ms [redacted] ’s account withtwo, open-ended sunless sessions that would remain intact until utilizedPleasenote that a monetary value was never credited to the gift card itself, but toMs [redacted] ’s account in our database Although our system has the abilityto maintain access to packages purchased several years ago, it only has thecapacity to preserve a history of usage for up to three yearsOur recordsindicate that one session was utilized in store from 2011-and the finalunit remaining was utilized on February 28, On May 12, 2015, Ms [redacted] calledinto our corporate office and spoke with another representative from our GuestServices departmentShe indicated that she was looking to transfer one sunlesssession from her account to her husbandThe representative did not noticethere were no sessions remaining, she simply stated that there would be a $15fee to transfer a session to another guestMs [redacted] did not say anythingmore during that callThat same day Ms [redacted] purchased a packette of lotionand utilized an upgraded tanning session that totaled $When Ms [redacted] visited the salonwith her husband later that evening, she was informed that there were nosessions remaining on her account, and that all three sessions had beenutilizedMs [redacted] expressed her frustration with the situation so theemployee offered to reduce the session cost for Ms [redacted] ’s husband from ourregular rate of $to match the $she was quoted earlier that day, for themisunderstanding Our goal is not to frustrate orupset Ms [redacted] , but to merely protect our business’ policies and proceduresset in place for a reasonAs a company, we try and provide the best possible customerservice to each and every guest and find a prompt solution to customer issues.We feel that we have done everything within our power to correct any errorswith Ms [redacted] ’s account

I am rejecting this response because:The statements stated are false In June of a California Sun employee (***) called and left a message stating that everything has been worked out and they have credited me sunless tans.California Sun then stated: "Our records indicate that one session was utilized in store from 2011-2012." that is because I was pregnant and your advised NOT to use a enclosed spray machine.California Sun then stated: "and the final unit remaining was utilized on February 28, 2013." that is as well, because I had a c-section and you are advised NOT to use any type of chemical on or around the incision due to the risk of infection Another statement made by California Sun: "On May 12, 2015, Ms [redacted] called into our corporate office and spoke with another representative from our Guest Services departmentShe indicated that she was looking to transfer one sunless session from her account to her husbandThe representative did not notice there were no sessions remaining, she simply stated that there would be a $fee to transfer a session to another guestMs [redacted] did not say anything more during that callThat same day Ms [redacted] purchased a packet of lotion and utilized an upgraded tanning session that totaled $17.15." That statement is falseAs I walked into California Sun on May 12, between the hours of 1130am and 1230pmI spoke with Lindsay who was checking customers into the salon an employee of California Sun, I asked her what I needed to do to be able to have my husband use my remaining sunless tans of my gift card that I presented to herLindsay then proceeded to call California Sun's corporate office and spoke with HollyHolly said that the two remaining sunless tans maybe transferred to another client as long as they have their drivers license, I had to be present and the person receiving the tans must have an account with California SunThere was no discussion about a $transfer feeCalifornia Sun's gift card does not state anything about a "transfer fee"It only states:"Unused value remains on card and cannot be redeemed for cash." Later that evening at 15:00, my husband and myself walked into California Sun and spoke with Katie who then called California Sun corporate office to see what actions needed to be taken to have the remaining sunless tans moved over to my husbands accountThat is when corporate stated that it would be $per tan per transferMy husband was getting upset because of the run around again, so he just paid the $for a time tan since we were leaving the next morning for vacation(transaction number: [redacted] at 15:43)California Sun also stated: " When Ms [redacted] visited the salon with her husband later that evening, she was informed that there were no sessions remaining on her account, and that all three sessions had been utilizedMs [redacted] expressed her frustration with the situation so the employee offered to reduce the session sot for Ms [redacted] 's husband form our regular rate of $to match the $she was quoted earlier that day, for the misunderstanding." This statement was to because: When Lindsay called corporate and spoke to Holly, Holly verified that there were sessions left and she verified that by using the gift card number [redacted] I was never quoted "$15" for anything, Holly stated that my husband had to have an account with California Sun as that is per health regulationsThat is also why my husband came into California Sun to set up his account so he would be able to use one of the two sunless tanning sessions before we left for vacation the next morning, why would I bring my husband into California Sun after work at 15:if this problem was not fixed? California Sun fills their database with statementsI am now dealing with them on a billing issue in which I called into the corporate office on June 1, to take care of the billing issueThe girl whom I spoke with was very kind and ready to help me until she asked for my last name and my birthdate related to the account, she then told me she has to place me on hold...when the employee came back to the line she was very course, and rude then asked me "what my problem was?" I explained to her what was going on with the billing and her response back to me was, "i am looking at your account with us, and you have been a problem since There is nothing I can do about the billing, you did not send your letter of cancelation in time into our corporate officeYour next move will be to rewrite a cancellation letter and resend it to us." I asked her why I was told from a California Sun corporate employee , "as long as the envelope that contained the cancellation letter was postmarked with May 20, they would cancel my monthly membership with California Sun." Her response back to me was, "there is no way we would have told you that." I asked her if she is telling me I am lying, and he said "yes"Great, so now here I am trying to fix one problem and another problem pops up! California Sun lies and fills their database with statementsI have screenshots from past customers that have been cheated out of money from California Sun"The date this all started was December of 2010, when my husband walked into California Sun in Lincoln CA and bought me the gift card for ChristmasWhen I first tried to use it, corporate tried to tell me that husband must of messed up somehowReally? As a local police officer for over years you think that he messed up? Not cool! California Sun does not want to "provide the best possible customer service to each and every guest and find a prompt solution to customer issues." They want to wash their hands of the "issue" and act like nothing happened"to merely protect our business' policies and procedures set in place for a reason." Yes, their policies are only in the best interest for the business, not for the customersIf they are doing this to me, how many other people are they cheating money out of? I will not stand for the bullying that they have started, with not only myself but other customers as well

TellTo Whom It May Concern: On September 1, 2015, California Sun receiveda Revdex.com complaint from [redacted] ***regarding his monthly membership On 06/25/2015, Mr [redacted] signed up for an unlimitedtanning membership, in which an amount of $+ tax is to be withdrawnmonthly with no minimum term requirement starting July 1, Since the membership entered intois an open ended agreement, a written cancellation notice must be submitted tothe corporate office either via mail or hand delivery, days prior to therequested cancellation effective datePer the agreement, our company does notconsent to verbal cancellation requestsA written cancellation was neverreceived, so the membership remained active On 07/23/Mr***, called into our corporate office and spoke with a Guest Services representativeMr [redacted] hadindicated that he mailed out his cancellation request earlier that month, butthe post office had returned it to him as undeliverableTo attempt toaccommodate Mr***’srequest, the representative offered to accept an email for August in lieu ofthe day written notice On 09/01/Mr [redacted] called instating that he has tried canceling his account several times but is stillbeing chargedThe Guest Services representative explained that we did offer toaccept an email request back in July, but still have yet to receive writtenconsent for cancellation of the account as is requiredMr [redacted] gave the indication that he hadforgotten to send the email request that was extended, so the representativeprovided another email address to where he could send his request Shortly after the conversation withMr***,our company received a phone call from his mother regarding his accountMr***’s motherwas requesting that our company extend him a refund because he has attempted tocancel the accountThe representative explained that we have still yet toreceive his written authorization but she insisted that a refund be processedto him for customer satisfactionThe representative did explain that ourcompany has made every attempt to try and assist Mr [redacted] with submitting his request, andwe are unable to extend refunds for unused months She was looking to speak with adirect supervisor, who was not available at that moment, so the representativeensured her that she would speak with the supervisor and have someone reach outto herThe representative did call Mr [redacted] the same day, and left a voicemail indicatingthat per the terms of the membership it wouldn’t be possible for our company toextend a refund for past monthsShe indicated that we would be happy to acceptthe email request for cancellation, and can add a store credit of what was paidfor the month of September Our goal is not to frustrate orupset Mr***,but to merely protect our business’ policies and procedures set in place for areasonAs a company, we attempt to be very thorough and have many preventativesystems in place to ensure no requests for cancellation are overlookedWe aresimply unable to submit any changes to Mr***’s account until he submits hiswritten authorization Please see attached copy of themembership contract, in which cardholder agrees to these specific membershipterms

All membership based businesses are required to have a signature to make any changes affiliated with a credit card per the terms of Visa and MastercardTherefore, in order to avoid penalties from credit card companies, we are required to comply with their regulations.What we request is not uncommon from any other membership based business, like a gym membershipAll membership agreements require something in writing to cancelSimply mail it in and your request will be processed, we will even call to confirm your cancellationPlease reference the policy online for Life Time Athletic, California Family Fitness, etc which require written cancellation requests.The client has not reached out to us prior regarding cancellationThe first call we received was today, May 3, at 9:37am when he spoke with [redacted] [redacted] offered to waive his written cancellation and instead accept an email cancellation

[redacted] has been issued a refund for September's payment as requested

I am rejecting this response because: you are covering up a mistakes made on your end not mine. Your company practices are despicable and I now see why you get such low BBB ratings. I am sorry to have ever done business with you. I hope in the future your company chooses to tell the truth rather then make up stories about what was said and done. keeping money that I have worked hard for because you all didn't "recive" my letter nor trying to come to an agreement truly saddenes me. Obviously customer service isn't your strength.

To Whom It May Concern: On February 9th, California Sun received a Revdex.com complaint from Erin [redacted] regarding her monthly membership On 08/01/2016, Ms [redacted] signed up for an unlimited tanning membership, in which an amount of $+ tax is to be withdrawn monthly with no minimum term requirement starting September 1st, Ms[redacted] was required to read over and sign a membership agreement that day, stating the terms of the membership that she was purchasingMs [redacted] did continue to utilize services on the membership through the month of January On February 9th, Ms [redacted] called into our Guest Services department to see why she was being charged for her membershipShe said that she went into one of our salon locations and cancelled there Our representative apologized for any miscommunication but explained that she did sign the membership agreement, stating that the membership would be a reoccurring monthly EFT and would continue in an open ended fashion until a written cancellation request was received at our corporate officeWe do not accept cancellations in store At this time Ms [redacted] became very aggravated and explained that if our company did not provide her a refund she “would go ballistic”The representative explained that we would not be able to extend a refund since nothing was received Our cancellation policy does state that in order to cancel this membership a written cancellation notice must be submitted days prior to the requested cancellation effective dateDuring the conversation on February 9th, the representative offered to accept an emailed cancellation request to terminate Ms [redacted] membership immediately, to ensure no further charges were processed on her accountWe received an email on February 9th from Ms [redacted] and have set the account to cancel out March 1st and sent an email back confirming Ms [redacted] was also upset that she can change memberships in store but cannot cancelI explained to her that as for cancellations not accepted in store, granting salon associates access to manipulate or cancel your membership would also provide them with the ability to view your full credit card number As the system currently stands, only a select few members of our corporate Guest Services staff may view this privileged information, leaving us with the ability to submit a stop payment request to the processorAs for downgrades, no credit card is shown Our goal is not to frustrate or upset Ms [redacted] , but to merely protect our business’ policies and procedures set in place for a reasonAs a company, we monitor our employees closely and have many preventative systems in place to ensure employees are not charging customers without their permissionFor example, we require any customers requesting a membership initial and sign a membership agreement to authorize the reoccurring charges and terms of that packagePlease see attached copy of the membership contract, in which cardholder agrees to these specific membership terms Thank you

To Whom It May Concern: On April 3rd, California Sun received a Revdex.com complaint fromTara Leigh [redacted] regarding her monthly membership On 07/22/2014, Ms [redacted] signed upfor an unlimited tanning membership, in which an amount of $+ tax is tobe withdrawn monthly with no minimum term requirement starting August 1, Then,starting January 1, the rate was to go up to our regular rate of $+tax per month Since the membership entered intois an open ended agreement, a written cancellation notice must be submitted tothe corporate office either via mail or hand delivery, days prior to therequested cancellation effective dateA written cancellation was neverreceived, so the membership remained active On 04/02/Ms***’s husband,Joshua, called in to our corporate office and spoke with a Guest Services representativeon her behalfMr [redacted] had indicated that his wife canceled her membership inOctober 2014, but he noticed we have continued to charge her accountThe representativeinformed Mr [redacted] that our records show that our company hadn’t yet received arequest from herThe representative also noted that Ms [redacted] did continue to utilizethe services through the month of December Mr [redacted] then indicated that Ms[redacted] actually hand delivered her cancellation request to the corporate officedirectly in November When a cancellation request is hand delivered to ourcorporate office, a confirmation receipt is provided to the guest for theirrecordsThe representative asked Mr [redacted] if Ms [redacted] still had the receiptand he indicated that they probably do not have it The Guest Services representativeagain apologized and explained that a cancellation had not been documented asreceivedIn an attempt to ensure Ms [redacted] did not see any further chargesfrom our establishment, the representative offered to accept an email requestfor cancellation, in lieu of a written noticeAt this time, Mr [redacted] becamevery aggravated and communicated that they were looking to be refunded the pastmonths of serviceThe representative informed Mr [redacted] that our companywould not be able to extend a refund as a cancellation request had not beenreceived, but that we do want to ensure no further charges occur to the account.Mr [redacted] then told the representative to forget about it and ended the call Our goal is not to frustrate orupset Ms***, but to merely protect our business’ policies and proceduresset in place for a reasonAs a company, we attempt to be very thorough andhave many preventative systems in place to ensure no requests for cancellationare overlookedThe Guest Services representative even searched through thecancellations filed away from October, November and December to see if an errorhad been made and the cancellation gone unnoticed, but Ms***’s request wasno where to be foundMs***’s account has since been set to canceleffective May 1, upon receipt of her written request on April 8, Please see attached copy of themembership contract, in which cardholder agrees to these specific membershipterms

I am rejecting this response because:1) California Sun maintains that "Ms*** did continue to utilize services on the membership through the month of January." They know this to be false I used their services early in January one day - the same day that I came in to cancel my membership.2) California Sun refused to acknowledge that their employees did nothing to inform me of company policy in this regard Does everyone remember every term of every membership they sign up for? I told the girls working that I wanted to cancel They did not inform me of their company policy but fiddled over the computer working on it When I asked for something to be printed out to acknowledge that I had cancelled my membership they said that they had nothing available California Sun ought to take responsibility for the utter misdirection by its employees.3) Regarding the response that, "granting salon associates access to manipulate or cancel membership would also provide them with the ability to view your full credit card number," I find this explanation to be a bit ludicrous given advances in technology It's rather laughable to think that they could not create a system wherein credit card information is not accessible but cancellations can be processed Under this line of thinking, California Sun ought not have a credit card readers in the store either - employees could easily access customers' credit card information California Sun, please do not insult the intelligence of consumers with this argument which you cut and paste as a response onto people's Yelp reviews with this same complaint.Thank you,*** ***To Whom It May Concern: On February 9th, California Sun received a Revdex.com complaint from Erin *** regarding her monthly membership. On 08/01/2016, Ms*** signed up for an unlimited tanning membership, in which an amount of $+ tax is to be withdrawn monthly with no minimum term requirement starting September 1st, Ms.*** was required to read over and sign a membership agreement that day, stating the terms of the membership that she was purchasingMs*** did continue to utilize services on the membership through the month of January. On February 9th, Ms*** called into our Guest Services department to see why she was being charged for her membershipShe said that she went into one of our salon locations and cancelled there. Our representative apologized for any miscommunication but explained that she did sign the membership agreement, stating that the membership would be a reoccurring monthly EFT and would continue in an open ended fashion until a written cancellation request was received at our corporate officeWe do not accept cancellations in store. At this time Ms*** became very aggravated and explained that if our company did not provide her a refund she “would go ballistic”The representative explained that we would not be able to extend a refund since nothing was received. Our cancellation policy does state that in order to cancel this membership a written cancellation notice must be submitted days prior to the requested cancellation effective dateDuring the conversation on February 9th, the representative offered to accept an emailed cancellation request to terminate Ms*** membership immediately, to ensure no further charges were processed on her accountWe received an email on February 9th from Ms*** and have set the account to cancel out March 1st and sent an email back confirming. Ms*** was also upset that she can change memberships in store but cannot cancelI explained to her that as for cancellations not accepted in store, granting salon associates access to manipulate or cancel your membership would also provide them with the ability to view your full credit card number As the system currently stands, only a select few members of our corporate Guest Services staff may view this privileged information, leaving us with the ability to submit a stop payment request to the processor. As for downgrades, no credit card is shown. Our goal is not to frustrate or upset Ms***, but to merely protect our business’ policies and procedures set in place for a reasonAs a company, we monitor our employees closely and have many preventative systems in place to ensure employees are not charging customers without their permissionFor example, we require any customers requesting a membership initial and sign a membership agreement to authorize the reoccurring charges and terms of that package.Please see attached copy of the membership contract, in which cardholder agrees to these specific membership terms. Thank you

To Whom It May Concern: On July 21st, California Sun received a Revdex.com complaint from *** ** regarding her monthly membershipOn 02/25/2016, Ms** signed up for an unlimited tanning membership, in which an amount of $+ tax is to be withdrawn monthly with no minimum term requirement starting
March 1, Since the membership entered into is an open ended agreement, we simply ask that some form of written cancellation notice (it can even be hand written), be delivered to our corporate to discontinue serviceWe allow the request to be either hand delivered or even mailed to our office to submit the requestAlthough we request a day written notice, we accept cancellations through the 20th each month to try and accommodate as many requests as possible Ms** contacted our corporate office on July 21, regarding canceling out her accountThe representative simply relayed the cancellation policy to Ms**, and Ms** became very agitated stating she was never provided this policyIn attempt to make sure every guest is aware of all of our policies, we require ever member sign and agree to these terms in writing upon sign upOur goal is not to frustrate or upset Ms**, but to merely protect our business’ policies and procedures set in place for a reasonWe value each and every guest and want to be sure they are provided the correct information at all timesPlease see attached copy of the membership contract, in which cardholder agrees to these specific membership termsThank you, *** *** Membership Services

To Whom It May Concern: On April 8th, California Sun received a Revdex.com complaint from*** *** regarding her monthly membership Ms***’s complaint was regardingthe charge of $debited on 03/29/2015, from account number ending in 0757. On 07/28/2014, Ms*** signed upfor an
unlimited tanning membership, in which an amount of $+ tax is tobe withdrawn monthly, with no minimum term, starting August 1, As withall open ended agreements, our company asks that a written cancellation noticebe submitted days prior to the requested cancellation effective date,however, we do accept cancellations through the 20th of each month.Ms*** submitted a cancellation on 03/17/15, making the cancellation of hermembership effective April 1, 2015, per her request We were unable to draft the cardholder’spayment as scheduled on March 1, 2015, resulting in a past due balance ofcumulatingThis total represents the cardholder’s contracted dues of$per monthThe charge of $that Ms*** is disputing is anauthorized payment that represents the cardholder’s March membership dues. On April 8, 2015, our corporateoffice received a call from Ms*** regarding the chargeThe Guest Servicesrepresentative that Ms*** spoke with explained that the charge she wasseeing from March 29, 2015, was simply a resubmit of the March 1stpayment that was unsuccessfulMs*** became very agitated and demanded arefund of the $be processed to her accountThe Guest Servicesrepresentative simply explained that a refund could not be submitted, as theMarch payment was part of Ms***’s contractual membership duesTherepresentative did assure Ms*** that the membership had been canceled andno additional charges would be accessed Our goal is not to frustrate orupset Ms***, but to merely protect our business’ policies and proceduresset in place for a reasonAs a company, we attempt to be very thorough andhave many preventative systems in place to ensure all of the terms of theagreement are communicated to the guest upon sign upFor example, we have eachcustomer sign and initial the membership agreement to guarantee they are awareof the terms of our cancellation policy as well as the resubmit policy Please see attached copy of themembership contract, in which cardholder agrees to these specific membershipterms. Tell us why here

At California Sun we pride ourselves on providing superior customer service, it is never our intention to inconvenience any member as we hope to regain their business in the futureWe understand members may need to cancel their membership and provide all information to do so in the membership
agreement signed at the time purchaseAs a retailer, we have very strict guidelines to follow when handling credit card information and take that responsibility seriouslyTherefore, we are required to have a signature to initiate charges as well as stop, edit or change charges to a credit card. Additionally, we have members call in regularly to inquire about cancellation, however, they end up choosing to remain active and never end up canceling their membershipCollecting a cancellation request in writing not only allows us to confirm their intent to cancel, but the date they wish to have their cancellation processedIn response, we always place a confirmation call to confirm our members cancellation request has been received and processed.Our membership arrangement is very similar to that of a gym or any other membership based businessWe simply request something in writing with a day noticeHowever, we provide all members with a day grace period, accepting cancellation requests through the 20th of the month.In regard to this specific complaint, the member called our Corporate Office on two occasions - March 31, and April 6, - and we provided the address and information to submit a cancellation requestHowever, no request was ever receivedWe received an email on April 10, at 11:22am and responded April 10, at 1:41pm apologizing for any inconvenience in an effort to process a cancellation requestAt that time, we waived a written cancellation request and accepted his email request for cancellation. As of May 1, the membership has been canceled and there have been no further attempts or charges related to the account in question

I am rejecting this response because:This is not a response, this is the same rehearsed, most likely pre-written, response they have given to everyoneThey accept no responsibility for anythingThey also did not address my complaint about the sunburn due to incompetence of an employeeI will await a resolution and refund. I am aware that they can conveniently "not find" the mail I sent in last year, and somehow, that is my fault in their eyes, however, I did follow the ridiculous rule of mailing in a form to a corporate headquarters to simply cancel a tanning membershipI swear I had an easier time selling my house and moving cross country than dealing with their policy. They also seem to lack any ability to understand that because they require a MAILED in version (by the way, e-mail cancellation has NEVER been provided to me up until my direct conversation in 9/2016, I was told I had to mail it in, that was the only way), that there may have been any of the following:1) The letter was lost in the mail (It was December, lets see, Holiday time, so there for, the USPS is probably a little busy)2) Employee's take vacations this time of year, so possibly someone missed the cancelation or sent it to the wrong area due to being short staffed.3) An employee of theirs simply put it in the wrong spot.4) An employee threw it away.5) They found it, but refuse to refund due to HORRIFIC MANAGEMENT, so will throw it away to be "Right" about it. Any of the other many reasons I can't think of at the moment!!Honestly, this is awful customer service, a horrible business policy and no way to treat a human beingI am trying to pay my medical bills from last year (over $50,000) and I'm sure the $will mean a lot more to me than to your huge companyTry having a moment of empathy or compassion and not be a heartless big business.*** ***

To Whom It May Concern: On September 6th, California Sun received a Revdex.com complaint from *** *** regarding her monthly membership On 02/23/2013, Ms*** signed up for an unlimited tanning membership, in which an amount of $+ tax is to be withdrawn monthly with no minimum
term requirement starting March 1, Since the membership entered into is an open ended agreement, a written cancellation notice must be submitted to the corporate office either via mail or hand delivery, days prior to the requested cancellation effective dateA written cancellation was never received, so the membership remained active On 09/06/2016, Ms*** called in to our corporate office and spoke with a Guest Services representative regarding her accountMs*** indicated that she canceled her membership last year, but noticed we have continued to charge her accountThe Guest Services representative apologized and explained that a cancellation had not been documented as receivedIn an attempt to ensure Ms*** did not see any further charges from our establishment, the representative offered to accept an email request for cancellation, in lieu of a written notice At this time, Ms*** communicated that she were looking to be refunded the past months of serviceThe representative informed Ms*** that our company keeps each request and would be happy to go through the requests from the time in which she was stating she mailed in the request, to ensure an error had not been madeThe representative communicated that if an error was made, we would make sure she was refunded immediately but if the cancellation was never received, we would only be able to cancel future payments Our goal is not to frustrate or upset Ms***, but to merely protect our business’ policies and procedures set in place for a reasonAs a company, we attempt to be very thorough and have many preventative systems in place to ensure no requests for cancellation are overlookedThe Guest Services representative searched through the cancellations filed away from November and December to see if an error had been made and the cancellation gone unnoticed, but Ms***’ request was no where to be foundMs***’ account has since been set to cancel effective October 1, upon receipt of her email request on September 6, Please see attached copy of the membership contract, in which cardholder agrees to these specific membership terms

To Whom It May Concern: On January 10th, California Sun received a Revdex.com complaint from Ms*** *** regarding her monthly membershipOn 11/08/2016, Ms*** signed up for an unlimited tanning membership, in which an amount of $+ tax is to be withdrawn monthly for a month minimum term
requirement starting December 1, Ms*** was required to read over and sign a membership agreement that day, stating the terms of the membership that she was purchasingOur intention is to be as transparent as possible with our policies, which is why we encourage guests to read through the agreement upon sign up. Due to the fact our billing cycle is set to the 1st of each month for every membership and we allow our customers to enter into the agreement at anytime in the month, our guests pay a prorated charge to give them access to services immediatelyTo remain fair to all of our customers, the prorated amount does not count towards the required months at $per month, simply because one guest could be paying day’s worth of prorated dues where another would be paying days worth of prorated duesOur initial contact with Ms*** was on December 22, Ms*** called into our Guest Services department requesting to freeze her membership within termOur representative explained that per the agreement, the option to freeze would not be available until after the months were completed but informed her she can choose to switch her membership to our No Term membership simply by paying the enrollment feeThe representative even offered to deduct $off Ms*** payment for customer satisfactionMs*** did not find this to be an agreeable solution and then requested a copy of her membership agreement emailed to her The Guest Services Representative and Ms*** emailed back and forth through January 7th as Ms*** dissected every aspect of the membership agreement and based her objections on her interpretation of the agreementOn January 10th, Ms*** called in and spoke with the Director of Guest Services regarding her concernsThe representative tried to explain that the agreement is months at $per month but Ms*** argued that is not how she interprets the agreementAt that time, the representative offered to accept the difference between her prorated amount and the $to allow her out of her contract a month earlyMs*** made every indication this was an agreeable solution and a follow up email was sent for Ms*** recordsOur goal is not to frustrate or upset Ms***, but to merely protect our business’ policies and procedures set in place for a reasonWe feel we have made every attempt to try and work with Ms*** and were given the impression we had found a mutual solutionWe have received no further contact, other than this complaint, giving the impression she was not satisfied with the outcome of the correspondenceGiven we are now aware of this; we will be waiving the additional payment requirement and allowing Ms*** to cancel early per her requestPlease see attached copy of the membership contract, in which cardholder agrees to these specific membership terms

To Whom It May Concern: On March 24th, California Sun received a Revdex.com complaint from *** *** regarding the packages purchased earlier in the month On 03/16/15, Ms*** purchased three sessions in our level tanning bed at $each, a bottle of lotion, anddisposable
eyewearThe total amount for the transaction that day came to $Ms*** was required to sign the receipt acknowledging the charge was authorized and that the sale was finalThe customer did utilize one of the tanning sessions that same day On 03/17/15, Ms*** purchased a one week pass being offered at just $for consecutive days of access to our first levels of UV tanning equipmentMs*** was also required to sign the receipt that day acknowledging the charge was authorized and that all sales are finalThe customer proceeded to utilize the package for the remainder of the week On 03/19/15, our customer service department received a call from our Natomas salon on Ms***’s behalfThey indicated that she did not want the original package of sessions that was purchased on 03/16/15, and wanted to be refunded for all three sessions even though one session had already been redeemedThe representative explained that our company policy indicates that all sales are final the day of purchaseIn anattempt to work with Ms***, our company extended to allow her a store credit of $for the two $sessions that had not been utilized Ms*** did not find this solution agreeable and indicated that she was not going to be in the areaShe askedthat we credit her more, as she was not aware that she was utilizing an upgraded tanning bed on 03/16/The representative offered to credit her $35 instead of $30, only charging her ($the price of a basic level tanning bed) for the single session that was utilizedMs*** had also requested that this credit be applied to a gift card for a friend to use, which was also granted Our goal was not to frustrate or upset Ms***, but to merely protect our business’ policies and procedures setin place for a reasonAs a company, we monitor our employees closely and have many preventative systems in place to ensure employees are not charging customers without their permission Please see attached copy of the sales receipts, in which cardholder agrees to these specific charges

All membership based businesses are required to have a signature to make any changes affiliated with a credit card per the terms of Visa and MastercardThis includes but is not limited to - starting, changing or stopping payments or payment amountsTherefore, in order to avoid penalties from
credit card companies, we are required to comply with their regulations.What we request is not uncommon from any other membership based business, like a gym membershipAll membership agreements require something in writing to cancelSimply mail it in and your request will be processed, we will even call to confirm your cancellationPlease reference the policy online for *** *** ***, *** *** ***, etc which require written cancellation requests.The client has not reached out to us prior regarding cancellationThe first call we received was today, May 16, at 10:26am when he spoke with ***Per Mr*** request, Deanna forwarded a copy of the membership agreement signed at the time of purchase which clearly states written cancellations are required to stop payment from the credit card on file

To Whom It May Concern: On November 13, 2015, California Sun received a Revdex.com complaint from *** *** regarding her monthly membershipOn 04/28/2014, Ms*** signed up for an unlimited tanning membership, in which an amount of $+ tax is to be withdrawn monthly with no minimum term
requirement starting May 1, Since the membership entered into is an open ended agreement, a written cancellation notice must be submitted to the corporate office either via mail or hand delivery, days prior to the requested cancellation effective dateA written cancellation was never received, so the membership remained activeOn 11/13/Ms*** called in to our corporate office and spoke with a Guest Services representative regarding her accountMs*** indicated that she canceled her membership last month, but noticed a charge on November 1st of $42.90, representing the monthly membership dues plus taxThe Guest Services representative apologized and explained that although she could see the policy was provided when Ms*** called the corporate office on October 1, 2015, a cancellation had not been documented as receivedIn an attempt to ensure Ms*** did not see any further charges from our establishment, the representative offered to accept an email request for cancellation, in lieu of a written noticeAt this time, Ms*** became upset and said that she wanted a refund for the month of NovemberThe representative informed Ms*** that our company would not be able to extend a refund as a cancellation request had not been received, but that we do want to ensure no further charges occur to the accountMs*** requested to discuss the account further with a managerThe department supervisor took over the call with Ms***, who again expressed her frustration that her account had not been canceledThe manager apologized again to Ms*** and informed her that her request, unfortunately, had not been receivedAs a company, we do suggest sending the cancellation request via certified mail as well as provide a confirmation call once a cancellation is received, to ensure the customer is aware when it’s deliveredThe manager informed Ms*** that her request simply was never delivered, so it would not be possible for us to extend a refundThe manager did indicate that upon receipt of the email request, we would be sending her written confirmation for her recordsShe also extended a store credit of the $that was charged, so Ms*** would be able to use the amount in store in the future but Ms*** declined.Our goal is not to frustrate or upset Ms***, but to merely protect our business’ policies and procedures set in place for a reasonAs a company, we attempt to be very thorough and have many preventative systems in place to ensure no requests for are overlookedThe Guest Services representative even searched through the cancellations filed away from November to see if an error had been made and the cancellation had been overlooked somehow, but Ms***’s request was no where to be foundMs***’s account has since been set to cancel effective December 1, upon receipt of her emailed request on November 16, 2015.Please see attached copy of the membership contract, in which cardholder agrees to these specific membership terms