California Tan

To Whom it May Concern and/ or Heather Ortiz Representing Revdex.com Disputes:Hello. This letter serves as response from California/Sunset Tan Management to Ms. Clients dispute received 9/4/14 and given the ID of [redacted]. Below you will notice made note of each document enclosed signed...

and copied for your review.Ms. Client signed up for our Unlimited Tanning 19.99 Monthly Membership on this date: 4/14/14, (Membership copy enclosed) signed the agreement attached to receive the benefits of the membership, pricing, and agreed to these reasonable terms andinitialed each term included in our EFT Membership agreement. As you will notice it also states that there is a 40.00 fee should you decide to cancel prior to 6 months, and included in this states our 30 day cancellation process (and you may freeze your account for at least 3 months for the low price of 10.00 which considering Ms. Clients unfortunate circumstance would've expedited a better option but, that is and was a recommendation, which was explained verbally and in writing as well to Ms. Client and she didn't choose that option. Our Team is trained thoroughly and must go through each step with Client and initial the same form that is also enclosed stating Ms. Client received and carried the instructions in hand (a copy of this document is also attached for you to review) we exercise a very thorough process to protect our clients from any complications walking them thru this very clear procedure, that was explained in a very reasonable and timely, friendly manner. The only thing explained to possibly "avoid in the future” to Ms. Client was that she said she hadn't received an automated response, we explained that we would look into the on-line auto-response however, that does not over ride the entire process and there is the one she received on that date. That is only a confirmation of an email, we in fact have her email, and lalready prepared thru our system and explained again, in the Membership EFT Form, and Cancellation Form, the auto was/is simply one more reminder. Ms. Client is leading with that in her dispute, but it doesn't change the process, Also enclosed is a copy of the final procedures Ms. Client signed for. Ms. Client also had these in hand while staff discussed again on September 4" that we did receive cancellation email, also included in this 2 part Cancellation Form is the first page the client signed stating that client received the instructions on the procedure as well, which Ms. Client has and emailed accordingly it states clearly on the form she has and the copy of her membership that it is a 30 day cancellation process the day your letter/ emailed is received (enclosed), this was explained additionally on the 4" that we in fact received it on the 13", I explained our procedures, policies and staff walked her through the process as you will notice her signature upon review of each form and copy of instructions Ms. Client currently possesses... and Ms. Client could use her membership up until the last day of her Membership. Ms. Client signed her cancellation form on 8/12/14 and sent in her letter/email on 8/13/14 which means her membership benefits expire after her last charge expires, even though Ms. Client requested in her letter/email that she didn't want to be charged, it clearly states in each step and was explained further on the phone and within our business on 4/14/14, 8/12/14, 9/4/14. Our Membership Form, Cancellation Form, Automated response enclosed all state this very process which we have in place to ensure all of our clients understand our process, sign for procedures they receive in writing and are able to refer to it at anytime at theirconvenience so we absolutely ensure they have every step to close this membership, and the process has been explained so thoroughly to avoid missing any steps, we also designed these steps/paper-trail including an email so that if there were ever onehuman error, we have a back-up to double-check every client listed who signed for and last day of charge 9/3/14. received a cancellation letter. It has been stated clearly to Ms. Client her membership would cances 30 days after the letter received 8/13/14, signed for on 8/12/14, and received automated response and verbally explained on 9/4/14 that we made additional note that her letter was in fact received, 8/13/14 and we did receive a second copy 9/4/14, and the Copy of the Auto-Repsy as one more confirmation explaining 30 days once again... Ms. Clients last charge date was 9/3/14. Ms. Client made mention defending staff however, we als simply explained our procedures verbally, and ensured Ms, Client received it in writing again as she initially received on 4/14/14 when she signed up for our very popular and reasonable membership benefìts, and terms... and there was no error getting the valid and correct procedure to our client. Unfortunately Ms. Client has the wrong impression or interpretation of the stated procedures, I really don't know how we could've missed the mark here considering the enclosed documents and everything included within this document. In addition we make note of each call and letter signed that Is clearly stated and reinforced with several steps within our Salon as well.If you have any questions please do not hesitate to contact us directly.Thank you,California / Sunset Tan Management

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
On the attached sheets by California Tan there are a ton of things crossed out. Again they do not give you the opportunity to read through anything. How is a customer supposed to understand the paper work when every other line is crossed out? This appears to be lack of updated paper work on their end. Who's to say they didn't cross anything else out after the paper was signed? They don't even offer the customer a copy of what they just signed! I NEVER received anything saying that because it was the 12th of August I'd be charged. Chelsea also did not explain this. Notice their confirmation email. It wasn't sent until September 4th. I sent MY email August 13th. It is amazing that their employees are not trained to give the proper information during a cancellation and that we have to go through word of mouth. Her employee, Chelsea told me "Use up you subscription until September 3rd because AFTER that there will be NO SUBSCRIPTION!". I have to pay because their employee gave me the wrong information when they are supposed to be trusted advisers? Why don't they write on the cancellation paper the exact LAST date of auto-pay to prevent this?! You can't write on their somewhere "Because you cancelled on or after [date] we will be charging you until [date]". There's no way I am the only person! They need to use proper paper work where things are NOT crossed out in permanent marker and teach their employees the rules as well if they expect their customers to understand it! I have attached the email I sent August 13th and got NO response from California Tan! When they asked me to send the email AGAIN all I did was click "forward" which keeps everything exactly the same. It appears there was a system issue that she had corrected when she told me to send the email again. So because there was no response to my email from THEIR end until the 4th does that mean I will get charged yet again?!
Regards,
[redacted]

Review: Went to California Tan August 12, 2014 to cancel my subscription. Employee was Chelsea. She gave me a cancellation form to fill out. I was rushed. All she wanted was a signature and a $40 cancellation fee. I paid the fee with CC [redacted]. Chelsea told me that I should continue to use my tanning package until September because THAT is when it will end and I will NOT have a package for September. To me, this meant it will be cancelled. She told me to send an email to "[email protected] to confirm cancellation" I did this August 13, 2014 at 8:42 pm. I never received an email back from them. On 9/3/2014 my bank account was deducted $21.99 for another month's subscription when I was under the impression it will not be charged. I called California Tan 9/4/2014 11:29 am and told them what happened. They defended their employees saying all of this was explained to me but this will "be prevented in the future". Then went on to explain I never sent their email to [email protected]. However, I have a sent email in my outbox and got no kick back from gmail that the above address was incorrect. I feel this email was overlooked by California Tan. If the cancellation process is a 2 part process, paper work AND an email, and they did not receive my email I should have been contacted and warned I would be charged. I've now paid them $61.99 (cancellation fee and unused subscription) for something I am not using. The entire reason I ended my subscription at CA Tan prematurely was because of economic issues and I even wrote this on my cancellation paper and in my email AND explained it in person but still this had a negative impact on my bank account.Desired Settlement: Because the unexpected fee over-drafted my bank account, I SHOULD be asking for the $21.99 back AND the overdraft fee of $10.00 but at the very least I would like a refund.

Business

Response:

To Whom it May Concern and/ or Heather Ortiz Representing Revdex.com Disputes:Hello. This letter serves as response from California/Sunset Tan Management to Ms. Clients dispute received 9/4/14 and given the ID of [redacted]. Below you will notice made note of each document enclosed signed and copied for your review.Ms. Client signed up for our Unlimited Tanning 19.99 Monthly Membership on this date: 4/14/14, (Membership copy enclosed) signed the agreement attached to receive the benefits of the membership, pricing, and agreed to these reasonable terms andinitialed each term included in our EFT Membership agreement. As you will notice it also states that there is a 40.00 fee should you decide to cancel prior to 6 months, and included in this states our 30 day cancellation process (and you may freeze your account for at least 3 months for the low price of 10.00 which considering Ms. Clients unfortunate circumstance would've expedited a better option but, that is and was a recommendation, which was explained verbally and in writing as well to Ms. Client and she didn't choose that option. Our Team is trained thoroughly and must go through each step with Client and initial the same form that is also enclosed stating Ms. Client received and carried the instructions in hand (a copy of this document is also attached for you to review) we exercise a very thorough process to protect our clients from any complications walking them thru this very clear procedure, that was explained in a very reasonable and timely, friendly manner. The only thing explained to possibly "avoid in the future” to Ms. Client was that she said she hadn't received an automated response, we explained that we would look into the on-line auto-response however, that does not over ride the entire process and there is the one she received on that date. That is only a confirmation of an email, we in fact have her email, and lalready prepared thru our system and explained again, in the Membership EFT Form, and Cancellation Form, the auto was/is simply one more reminder. Ms. Client is leading with that in her dispute, but it doesn't change the process, Also enclosed is a copy of the final procedures Ms. Client signed for. Ms. Client also had these in hand while staff discussed again on September 4" that we did receive cancellation email, also included in this 2 part Cancellation Form is the first page the client signed stating that client received the instructions on the procedure as well, which Ms. Client has and emailed accordingly it states clearly on the form she has and the copy of her membership that it is a 30 day cancellation process the day your letter/ emailed is received (enclosed), this was explained additionally on the 4" that we in fact received it on the 13", I explained our procedures, policies and staff walked her through the process as you will notice her signature upon review of each form and copy of instructions Ms. Client currently possesses... and Ms. Client could use her membership up until the last day of her Membership. Ms. Client signed her cancellation form on 8/12/14 and sent in her letter/email on 8/13/14 which means her membership benefits expire after her last charge expires, even though Ms. Client requested in her letter/email that she didn't want to be charged, it clearly states in each step and was explained further on the phone and within our business on 4/14/14, 8/12/14, 9/4/14. Our Membership Form, Cancellation Form, Automated response enclosed all state this very process which we have in place to ensure all of our clients understand our process, sign for procedures they receive in writing and are able to refer to it at anytime at theirconvenience so we absolutely ensure they have every step to close this membership, and the process has been explained so thoroughly to avoid missing any steps, we also designed these steps/paper-trail including an email so that if there were ever onehuman error, we have a back-up to double-check every client listed who signed for and last day of charge 9/3/14. received a cancellation letter. It has been stated clearly to Ms. Client her membership would cances 30 days after the letter received 8/13/14, signed for on 8/12/14, and received automated response and verbally explained on 9/4/14 that we made additional note that her letter was in fact received, 8/13/14 and we did receive a second copy 9/4/14, and the Copy of the Auto-Repsy as one more confirmation explaining 30 days once again... Ms. Clients last charge date was 9/3/14. Ms. Client made mention defending staff however, we als simply explained our procedures verbally, and ensured Ms, Client received it in writing again as she initially received on 4/14/14 when she signed up for our very popular and reasonable membership benefìts, and terms... and there was no error getting the valid and correct procedure to our client. Unfortunately Ms. Client has the wrong impression or interpretation of the stated procedures, I really don't know how we could've missed the mark here considering the enclosed documents and everything included within this document. In addition we make note of each call and letter signed that Is clearly stated and reinforced with several steps within our Salon as well.If you have any questions please do not hesitate to contact us directly.Thank you,California / Sunset Tan Management

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: