Esparza Landscapes, Inc.

I am rejecting this response because:As stated in the response I came in and informed the representative in July that I wanted to discontinue services at this salonShe failed to inform me of the status if my accountI accept no responsibility for the salon and/or its representatives for misinformationI was even contacted later that day by the manager and paid fees to a 3rd party which was confirmed by the manager was all that I need to do to close my accountI returned in August to use my sundollars and was told that I needed to pay for another month of service which was never agreedFailing to return that last month of service while giving me an opportunity to purchase tans is stealing from me and a failure of accepting responsibility for the misinformationWhen I returned in August not only did I leave a message to attempt to resolve the matter but the manager was directly contacted by the representative and instead of reviewing the account notes she referred to her personal memory in errorI want a refund for the final month and to use my sun dollars in addition to a personal apology which is fair in addition to assuring that I will no longer get misinformation

Hello,In reference to customer *** ***'s complaintMs*** signed up on a month term contract on 2/24/In order for Ms*** to sign up on a contract we have to print a contract, therefore the issue of not having a printer at the location is inaccurateWe have printers at
every location, and can always provide our customers with a copy of their contract at the time of purchaseOur contracts all roll over to an open-end agreement as stated on the contractThere is also a Cancellation section (This section is shown in BOLD on the contract to ensure visibility) on the contract stating that we must receive a cancellation in writing in order to cancel the membershipOnce the term completes, our customers have the option to cancel or put their account on freeze, both require forms turned into one of our locations for processingWe received a cancellation form from Ms*** on 12/6/17, making her final month to both be billed and use our services, January As stated on both the contract and the cancellation forms, cancellations are not processed the same month they are receivedWe have emailed Ms*** a copy of her contract for her reviewMs*** will be auto drafted for January dues, and will be able to use those services at any of our locationsWe will process the cancellation once that final payment is receivedWe will not issue a refund, as we are following the terms of the contract, as well as the cancellation formWe are happy to provide copies of the contract as well as the cancellation if need be. Sincerely,Amazing Tans

This client came into our Arden salon today and personally spoke to the managerThey resolved the issue in the salonShe was shown that she has a total of $in store credit in the form of $Bonus Bucks, and $Prepaid; which can be used to buy either more services or product in the salonShe also has elite tans, which she can use as wellWe consider this matter closed

I am rejecting this response because:Regardless of a contract,  I did not get because they didnt have a copy machine, 6 months later I an suppose to remember the cancel policy? I asked the lady at the desk a month prior and was never told I had to sign.  This should have been explained to me.  As a good business practiice.  Other than a  6 month old contract, they should better explain the cancel process and tell people that a signed cancellation is needed.  I work in customer service and own a business and I would NEVER treat a customer like they  treated me. Even taunting me! The fact that they had the opportunity to tell me  the cancellation process  and DIDNT is bad business. they rely on the ignorance of the customer and its basically if you dont ask about cancelling they dont tell you.

Upon review of this account, we found the following. Ms. [redacted], came into the Arden salon and notified us that she no longer wanted to stay on our stay and save program. At that time she turned in a cancellation notice to our salon on 7/20/15 along with paying for the month of August; the full...

month's dues which is the cancellation policy. This makes August the final month to use the vip services. When a client returns from a stay and save program and wants to cancel they do need to pay for the final months dues in full; which Ms. [redacted] did do. However, when her account was later reviewed with our billing company, we saw that she was past due for her July payment of $5, and that she had a $15 return item late fee also. This is the $20 that was outstanding and needed to be paid either in the salon or through our billing company before we could issue the Stay and Save credit in the form of $160 Bonus Bucks, which can be used to buy more services or product. Upon review today we see that she paid the $20 through our billing company and then again in the salon on 8/21/15. We have gone ahead and issued an "in store" credit for the $20 that was paid on 8/21/15. We will not issue a refund on the remaining tans on the account, as all sales are final; as per company policy. Ms. [redacted] will have access to both the $20 Prepaid In salon credit, as well as, the $160 Bonus Bucks. Both can be used to purchase product and services within the salon. We apologize for any confusion in this situation, and any inconvience; and hope this clears up all questions in regards to the account. We look forward to continuing to serve Ms. [redacted]'s tanning needs.